20,Oct 2012
KEJ
COMMUNICATION
What ?
Communication is the process of exchanging ideas,
information, facts, opinions, feelings or emotions,
between persons.
 ART OF CONVEYING WHAT WE WANT
 MAKING OTHERS UNDERSTAND WHAT WE HAVE IN OUR MIND
THROUGH SOUNDS, WORDS, GESTURES OR PICTURES
Why ?
The purpose of communication is transferring
information, creating understanding, and influencing
behaviour. It should result in the expected actions /
performance.
 MAN IS A SOCIAL ANIMAL. HE CANNOT LIVE ALONE
 INTER DEPENDENCY TO SURVIVE
 SELLING YOUR IDEAS AND FORWARDING YOUR REQUESTS
 TO GET YOUR JOBS DONE BY OTHERS
SENDER
MESSAGE
MEDIA
CHANNEL
RECEIVER
MESSAGE
FEED BACK
Ideas
Speech
Listening
Information
Writing
Symbols /
Gestures
Reading
Facts
Knowledge
Graphics
Observing
Interpreting
Count the Number of F’s
FINISHED FILES ARE THE RESULT
OF YEARS OF SCIENTIFIC STUDY
COMBINED WITH THE EXPERIENCE
OF MANY YEARS.
Count the Number of Squares
What do you see in this picture ?
What do you see in this picture ?
We spent 95% of our time in communicating of
which, we spent
50% in listening.
35% in talking,
10% in reading,
5% in writing.
(This percentage may vary from person to person
and occupation to occupation)
We remember
10% of what we hear,
20% of what we read,
30% of what we see,
50% of what we see & hear,
70% of what we see, hear, & discuss
90% of what we see, hear, discuss, & do.
(We forget 50% of what we hear immediately
after ten minutes. We forget 75% in 48 hours.
To improve retention levels try a mix )
WHY WE ARE THE WAY WE ARE
REASONS FOR OUR
BEHAVIOURAL
PATTERN
Fear of Failure / Fear of
shame – Reason for poor
communication skills
TYPES OF COMMUNICATION
1. Verbal Communication
2. Written Communication
3. Body Language
Visual communication, audio communication,
audio-visual communication and mass
communication, are variations of the above types
VERBAL COMMUNICATION
Verbal communication is communicating by word of
mouth. We spend most of our time speaking to people and
listening to people.
Verbal communication requires skills in

Vocabulary

Pronunciation

Grammar

Listening

Understanding the listeners language abilities
Language, a tool for Communication
Basically,
language
is
the
strongest
mode
of
communication.
English being the most accepted language every
where, it is very useful to be good at it.
Good verbal English is very essential in today’s world.
Learning to speak English by it’s original sounds and
accent can make a big difference.
To be good at a language, one should be a good at
grammar of the language, should have a rich vocabulary,
diction, good writing skills and good fluency.
THE PROBLEMS WITH WORDS
Meanings are in persons and not in words

Different meanings for the same word

Unfamiliar for receiver

Different contexts change the meanings
Language can itself be a barrier to
communication. England and America are two
Nations, divided by the same language
FOUR COMMANDMENTS FOR VERBAL COMMUNICATION

Be brief

Be original

Be Specific

Change gears
PRINCIPLES OF GOOD VERBAL COMMUNICATION
Principle of clarity
Principle of integrity
Use of grapevine
Feedback (fail-safe)
Use of body language
Principle of empathy
ADVANTAGES OF VERBAL COMMUNICATION

Is informal

Is quick and saves time

Is more forceful

Coveys shades of meaning

Direct response and reaction is possible to see

Promotes closeness

Feedback, clarification and correction is immediate

More effective with groups
DISADVANTAGES OF VERBAL COMMUNICATION

Not possible for distant people

Unsuitable for lengthy messages

Cannot be retained for long

No legal validity

Difficult to fix responsibility

Likely to be vague

Likely to be indefinite
HINTS FOR EFFECTIVE VERBAL COMMUNICATION
a) Use voice effectively
 Volume
 Pitch & tone
 Pace & rhythm
 Clear pronunciation & articulation
 Emphasis on key points
b) Use non-verbal messages

Eye contact

Posture

Facial expression

Appropriate shape
c) Structure message

Plan the message

Use appropriate vocabulary

Gear content to listener’s level

Logical, easy to follow

Using visual aids.
d) Eliminate random noise

No humming and hawing

No interruption in thought

Stay on topic

No mannerisms

Vocal tone in harmony with message
Myths and Realities of Communication
S.No
Myths
Realities
1
Communicate consciously /
deliberately
Communicate unconsciously all
the time
2
Communicate primarily through
words
Communicate through verbal as
well as non-verbal signs
3
Words mean the same to
everyone
Meaning of words lies more in
perception of reality
4
Communication is a one-sided
process
Communication is a two-way
process
5
Message sent and message
received are identical
Transmission and reception of
message can never identical
LISTENING SKILLS
(a problem with verbal communication)
We forget 50% of what we hear immediately after
ten minutes. We forget 75% in 48 hours
Good listening improves retention level.
The
is
biggest
the
block
difficulty
to
in
verbal communication
listening
understandingly and skillfully
intelligently,
WRITTEN COMMUNICATION
The saying that the pen is mightier than the sword,
imply the power of written communication.
Good writing is an art.
A well written work gives credit and happiness to its
writer and a reader enjoys reading it.
Written communication is very important; as important
as verbal communication; more important in safety
communication
Examples of Written Safety Communication :
Safety Policy, Acts, Rules, Regulations, Lock
out Procedures, Warning Signs, Notices &
Posters, Handouts, Safety Manuals, Accident
Statistics, Code of Practice, Articles, Essays,
Safety Audit Reports, Thesis, Technical
reports, CVs., Memos, Letters, Circulars,
Government orders, MoUs, Financial
statements etc.
SKILL REQUIRED FOR GOOD WRITING
• Rich vocabulary (Word power)
• Knowledge of language grammar,
composition, para-phrasing
• Choosing right words
• Clarity of thinking and ideation
• Command of the language
TO IMPROVE WRITTEN COMMUNICATION SKILLS
• Read dictionaries
• Improve grammar and language skills
• Read accredited news papers
• Read books on world wars, quotations,
proverbs etc.
• Read famous literary works
• Read editorials and book reviews
• Write articles, essays etc.
PRINCIPLES OF GOOD WRITTEN COMMUNICATION
Free from grammar mistakes
Free from spelling mistakes
Correct punctuation
No redundancy
No wordiness
Simple and short
ADVANTAGES OF WRITTEN COMMUNICATION

More formal

Accurate

Permanent record

Legal validity

Can be consulted repeatedly

Easy to fix responsibility

Definite attention

Cannot be distorted
DISADVANTAGES OF WRITTEN COMMUNICATION

Time consuming

Expensive

Quick clarification not possible

Language barriers

Cannot be used for communicating with
unlettered persons
BODY LANGUAGE (KINESICS )
Body Language is a form of communication, in which
messages, feelings, opinions, ideas etc. are expressed
through movements of body limbs.
Effective use of body movements helps improving
effectiveness of verbal communication.
Body Communication Examples :
Eye and facial movements / expressions, smile, hand
shake, touching: (healing, love, intimacy, sex),
gestures, appearance / dress, style, hair dressing
(sumo) / police hair cut, tattoos and marks, don’t point
fingers at me, V for victory;
Body Communication in safety : Particularly useful in
industries which are noisy and where working at
heights are involved;
Signaling, Warnings, Gestures, instructions
ADVANTAGES OF BODY LANGUAGE

Is universal

Can be used simultaneously with verbal
communication

Is as structured as verbal

Very useful for people with speech & hearing
impairment and deaf.
DISADVANTAGES OF BODY LANGUAGE

Different meaning (people, place & practice)

May counter verbal communication (Lips say
‘Yes’, eyes say ‘no’)

Not useful for people with visual impairment

Feedback is not possible

Cannot be used for complicated ideas
AUDIO - VISUAL COMMUNICATION
It is communicating with light & sound, pictures, posters,
slides, film strips etc.
ADVANTAGES
Suitable to communicate elementary and simple ideas
Effective use of body language
Very effective in teaching
Easy recall and good retention
Suitable for mass education
Can be used effectively with other media
Can be clear to illiterates
Sure and instantaneous
DISADVANTAGES OF AUDIO VISUAL COMMUNICATION

Cannot be used for complicated ideas

Effective only when used in combination with
other media
BARRIERS (COMMUNICATION GAP)

Physical (external noise, poor lighting, poor
eyesight, colour blindness, etc)

Distance and Time (face-to-face, different shifts)

Spatial arrangements (layout, furniture etc)

Organization distance (hierarchy)

Source (integrity, hidden messages)

Distractions (external).

Lack of concentration (internal)

Lack of common knowledge (jargon, shop-talk,
buzz-words, coined words, acronyms etc.)

Perceptual difference (perception of receiver ;
Distortions in perception, body language)

Semantics (meanings of words keep changing)

Badly expressed message

Faulty translation & interpretation

Loss in transmission & poor retention

In-attention and Un-clarified assumptions

Insufficient adjustment period

Distrust of communicator

Fear

Failure to communicate
Barriers to Communication – In a Nutshell
S.No
Barriers
Causative Factors
1
Loss in impact
Badly expressed message
2
Ineffective grasp of message
Loss in transmission
3
Dichotomy (duality) in reception and
comprehension
Poor retention
4
Partial grasp of topic
Inattentive listening
5
Distancing from the speaker
Tendency to evaluate
6
Lack of interest
Difference in interests & attitudes
7
Mental turbulence
Conflicting information
8
Misunderstanding
Semantic problem (study of the meaning)
9
Groping for the right message
Over communication
10
Superior attitude
Differing status/ position / self-experience
11
Biased listening
Prejudices
12
Lack of collaborative effort
‘ I ‘ attitude
13
Mental block
Resistance to change
14
Lack of provision of correct feed back
Refutations and arguments
Rules for Overcoming Barriers
S.No
Rules
Methodology
1
Plan and clarify ideas
-
Test thinking
Compare ideas or suggestions of others
Support decision making
High level motivation
2
Create a climate of trust and
confidence
Win trust and confidence
3
Time your message carefully
What, where, why, who, when and how.
4
Reinforce words with action
Practice what you preach
5
Communicate efficiently
Use feed back
6
Clarity in message
Use of simple and meaning language
7
Purposeful communication
Direct it to a purpose or person
7 Steps to Successful Communication
S.No
Steps
Purpose
1
Decide upon the objective
Make specific ideas
2
Manner of presentation
Meet the demands of the audience
3
Mode of presentation
Secures the attention of the receivers
4
Preparation of script
Confident presentation
5
Preparation of
(a) Visual aids
(b) Handouts
(c) Feedback forms
Generate interest
Increases retention
Assesses competence
6
Rehearse
Brings perfection
Instills confidence
7
Presentation
Sharing ideas, information and knowledge
ATTRIBUTES OF GOOD COMMUNICATION
Good communication will,

be fair, open and straight with no distortion.

encourage feedback

lead to effective listening

use as many channels as possible.

use words
carefully
avoiding emotional
overtones, which make the receiver
misunderstand them.

repeat important points. (Military people often say:
"tell them what you are going to tell them, tell them
and then tell them what you told them.“)

recognize several psychological prerequisites.

evoke questions & responses.
HINTS FOR GOOD COMMUNICATION

Keep it simple, short (KISS)

Keep it neat and clean

Listen to others, as you would like them to listen to you

Remember that "feedback" is critical and it should run
in both directions

Try to eliminate surprises

Think before you speak
1. Don't present what you can't interpret
2. Give only the amount of information that can be digested
in the time available for digestion
3. Supply only enough information and data to support
your point or accomplish your purpose
4. Get to the "point“, as soon as possible
5. summarise information whenever it is appropriate
6. Present the complete picture
7. Concentrate on important points
8. Do not mix-up ideas. Don’t present accounting
concepts when presenting financial concepts
9. Present skillfully
10. Time your communication

Remember : ‘Anything that can be misunderstood
will be misunderstood’
PROBLEMS IN COMMUNICATION
Failure to

getting ready to communicate

recognition of barriers

principles of communication.

choice of techniques / media / channel

Special
problems
communication
of
verbal
&
written
The Six Behaviour Modes that encourage
Communication (Jack Gibb) – Supportive Climate
1.Description
:
"I see it this way"
2. Equality
:
"We are in this together"
3. Openness
:
"Let me hear your ideas"
4. Problem Orientation :
'We are going to workout a
solution if there is one’
5. Positive Intent
:
6. Empathy
:
"Here are my motives in this
case". Spontaneous & free of
Deception.
"/ appreciate your concern: I get
your point" - feeling of respect.
Behaviour that discourages Communication
(Jack Gibb)

Judging
:
"You are wrong"

Superiority
:
“I know better”

Certainty
:
"Don't confuse me: I have made up
my mind".

Controlling
:
"Let me tell you, how.…”

Manipulating
:
"I am really counting on you; but if
you cannot handle it”

Indifference
:
"What you say is of no matter”
EXERCISES
CORRECT THE MISPELLED WORDS
(Not all are incorrect !)
absense
_________________
accessable
_________________
accomotiation
_________________
achievment
_________________
analyse
_________________
argueing
_________________
asisstant
_________________
benifit
_________________
changable
_________________
comparative
_________________
concensus
_________________
consistant
_________________
coroborate
_________________
criticism
_________________
definate
_________________
desireable
_________________
disipline
_________________
disatisfied
_________________
embarass
_________________
foriegn
_________________
fourty
_________________
likelihodd
_________________
manoeuver
_________________
medecine
_________________
necessarily
_________________
occurence
_______________
ommiired
_______________
panicularily
_______________
permissible
_______________
persistent
_________________
phenomenan
_________________
preceeding
_________________
prefered
_________________
privilige
_________________
questionnaire
_________________
recommend
_________________
rythym
_________________
undoubiably
_________________
usage
_________________
PUNCTUATION EXERCISE
Not all of the sentences need additional punctuation.
1. The executive watched the competition but the competition went
ahead with the takeover.
2.
During our meeting she was genial but shrewd.
3.
Today more women are becoming executives in corporations
4.
The job was difficult therefore he quit.
5.
6.
My suitcase included files pencils books and paper.
We thought we would have to work late consequently we were
happy to be home before dark.
7.
8.
My boss car was in the shop however she borrowed her husbands.
In preparation for the meeting Mr. Jones asked us to do three things
set up the equipment dust the chairs and empty the ashtrays.
9. We wanted to go to the partners meeting but we were unable to
leave before the weekend.
10. Lois resume arrived yesterday moreover she phoned for an
interview next week.
A USAGE QUIZ
INSTRUCTIONS : Read each item below and circle or fill in the
correct answer(s).
1. Which is correct ?
a. Affect / effect
b. Effect / effect
c. Effect / affect
d. Affect / affect
The______ of wearing seatbelts can __________the number of people
injured in automobile accidents.
2. Which is correct ?
a. The party pledges not to raise taxes, which would be harmful to the
economy
b. The party pledges not to raise taxes that would be harmful to the
economy.
3. Which is correct in business writing ? (Circle the correct one in each pair.)
a. 6 or six
b. 14 or fourteen
c. 500 years ago ... or Five-hundred years ago . . .
d. 4.5 million or 4,500,000
4. Which is correct ?
a. Was 22 July 19XX the date of ball game?
b. On July 22, 19XX I graduated from business school.
c. On July 22, 19XX, I'm leaving on vacation.
5. Which is correct ?
a. An historic choice
b. A historic choice.
6. Which is correct ?
a. He implied that we were not to blame.
b. He inferred that we were not to blame.
7. Which is correct ?
The boss can _____ all the files _________ the ones we receive today.
a. Except / except
b. Accept / except
c. Accept / accept
d. Except / accept
8. Which is correct ?
I would _________ you to follow the ________________ of your supervisor.
a.
b.
c.
d.
Advice
Advise
Advise
Advice
/ advise
/ advice
/ advise
/ advice
9. Which is correct ?
We were _______ to leave when Mrs. Smith asked us if we had
_____________ been given a copy of the agenda.
a. all ready / already
b. Already / already
c. all ready / all ready
d. Already / all ready
10. Complete each sentence using either capital or capital.
a. Austin is the ______________ of Texas
b. The company tried to raise enough _______ to buy new equipment.
c. Paris is the ________ of France.
d. The first word in a sentence should begin with a ______ letter
e. If you want to watch state government in action, visit the
____________ Sacramento, California.
APOSTROPHES
Place apostrophes in the correct places. If an apostrophe is incorrect, fix it.
1. The birds beak is as dull as the scissors in Freds' desk.
2. Is'nt your car ready for it's new paint job ?
3. All the teachers books contain difficult math problems for the students
enjoyment.
4. Haven't you seen his' three cows near the side of the Church Road ?
5. Their book was more interesting than our's.
6. It's concern is very important, but Johns solutions' should be ready in a
moment.
7. Any ones car would be good enough to drive a short distance from the
bosses house.
8. Both doctor's gowns were ruined when the fires' flames were out of control.
9. Havent you seen the flowers which she sent to the house ?
10. All the nurses patients will be ready for release tomorrow.
11. Turn the lights out so the barnyard chickens can go to sleep.
12. Charles errors were'nt very important to anyones success.
CAPITAL LETTERS
Capitalize where appropriate. Circle incorrect capitals.
1. Last Saturday the teachers went to madurai.
2. The month of June is pleasant, if you are staying at a hill station for the
summer.
3. Driving on beach road you can see the pandian building on your left.
4. We are studying french, english and accounting.
5. The Cochin polytechnic has remained closed because of the holy day
celebrations.
6. The President said, "we must come to Madurai for a Conference.“
7. The approach taken to western ghats reminded me of hannibal crossing
the alps
8. His horse was named fast fred. It ran at the race course in Bangalore.
9. Later hi the day, professor rao joined with the other professors who were
also modes scholars.
10. Janhingar Singh was president of Worldwide Shipping inc., and also
served as secretary of the Linkway development corporation.
11. Every king, queen and other member of royalty should be respected, as is
the case of the prince of gastonia and prince edward of england.
FUN WITH ENGLISH

An employee applied for leave as follows :
“Since I have to go to my village to sell my land along
with my wife, please sanction me one-week leave”.

From an employee who was going to Tirupati with
his 10 year old son:
“…as I want to shave my son's head, please leave me for
two days”.

Leave-letter from an employee who was performing
his daughter's wedding:
“…as I am marrying my daughter, please grant a week's
leave…”

“…As my mother-in-law has expired and I am only

“…Since I've to go to the cremation ground at 10 oclock and I may not return, please grant me half day
casual leave…”

“…I am suffering from fever, please declare one-day
holiday…”

“…As I am studying in this school I am suffering from
headache. I request you to leave me today…”
one responsible for it, please grant me 10 days leave…”

“…As my headache is paining, please grant me leave for

Covering note :
“…I am enclosed herewith...”

Another one :

“This has reference to your advertisement calling for a '
Typist and an Accountant - Male or Female‘. As I am
both(!! )for the past several years and I can handle both
with good experience, I am applying for the post”
the day…”
“Dear Sir: with reference to the above, please refer to my
below...”
BEFORE WE CLOSE…. .




THE JOURNEY TO 100 MILES BEGINS WITH ONE
SINGLE STEP
NOTHING GREAT HAS
WITHOUT ENTHUSIASM
COMMUNICATE
EVER BEEN
/ ZEAL TO
ACHIEVED
LEARN &
YOU CANNOT CHANGE THE DIRECTION OF THE
WIND, BUT YOU CAN ALWAYS ADJUST YOUR SAILS.
IT IS THE ATTITUDE WHICH MAKES THE DIFFERENCE