Effective communication

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Effective communication

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Title: Effective communication

1
Effective Communication
2
About us

Earthsoft Foundation of Guidance (EFG) has
uploaded following presentations at
http//myefg.in/downloads.aspx
Also https//dl.dropbox.com/u/83265908/Links-event
s.xls has links
Be mentor using your education, knowledge
experience to contribute for a social cause do
conduct free training seeking help of existing
platforms. Kindly share with your friends
Motivation for higher study, Planning for study,
Education guidance, Career guidance, Career
available after SSC HSC
Personality development 3 files
How to prepare resume, Tips to attend interview
successfully
Religion related To understand basic religion,
Do Dont tips
Health related - Be vegetarian, Be healthy
Corporate - Project management, Assertiveness,
Ownership
Finance - To avoid speculation in stock market
Social - Women empowerment, Choosing life partner

3
Index

Communication its components
Communication attributes
Effective Communication
Process
Active listening
Feedback
Barriers
Tips
Business Communication

4
Communication its cosmponent
5
Communication
Communication is the process of
conveying Feelings, emotions, attitudes, facts,
beliefs, suggestions, feedback, ideas, updates,
information, thoughts between living beings By
clear ways in written or verbal or speech or
signals or behaviors form so that it is
satisfactorily received or understood
6
Process
7
Successful communication

The communication process which consists of
sender, encoding, channel, decoding, receiver,
feedback and context
You must understand
What your message is, What audience you are
sending it to, How it will be perceived
Circumstances - Situational cultural context
Aim is to get message across to others clearly
and unambiguously
This involves effort from both the sender the
receiver

8
Why to communicate

To give or get credible information
To feel deeply understood and accepted
To vent
To create excitement
To avoid something uncomfortable like silence

9
Good communicator

An Active Listener
An Effective Presenter
A Quick Thinker
A Win-Win Negotiator

10
Importance

People in organizations typically spend over 75
of their time communicating
Manager mostly manages using communication
Lack of effective communication skills can lead
to problems for the manager
Many problems in any organization can be traced
to a primary cause Poor communication

11
Success

Communication is only successful when
Both the sender and the receiver understand the
same information
Getting your message across, convey your thoughts
and ideas effectively.
Factors contributing to job success -
Communication skills, an ability to work with
others written verbal presentations skills
Inability of effectively communicate makes
difficult to compete at workplace progress

12
Supportive communication

Two categories
Coaching giving advice, direction or guidance to
improve performancefocus on abilities
Counseling helping the person understand and
resolve a problem themselves by displaying
understanding focus on attitudes

13
Attributes

Simple or Complex
Formal or informal
Intentional or unintentional
Transactional
Avoidable or Unavoidable
Continuous
Learned
Complete
Interactive
Timely
Reversible or mostly irreversible

14
Components

Communicators
Managers
Context
Content / Message
Physical environment (Places)
Mind set of communicators
Channels
Smooth/ Noise / Motivation
Barrier
Feedback
Conclusion

15
Verbal
16
Non verbal
17
Places
18
Actions

Be a champion for communication
Ask
When you need information?
Who needs to know it?
When?
How to convey? Any preferred format?
To work in coordination with manager and staff
Mindset
Negative
Positive

19
Interactions
Communication is two way!
For real communication to take place, there must
be interactions with each player participating
Employee
Boss
20
Channels

Verbal Communication Channels having critical
role of body language, gesture, posture (direct,
radio, TV, satellite, telephone devices)
Face-To-Face meetings, Telephones, Video
Conferencing
Written Communication Channels Written text /
paper-based (books, newspapers, report, letter,
SMS etc ), Proof is available however emotions
could be less
Letters, e-Mails, Memos, Reports
Electronic (e-mail,)
Image/visual (TV, cinema,)

21
Distribution
7 spoken or written words
55 non-verbal communication-gt face gesture
body language
38 voice dynamics tone inflection volume
accent non-word sounds
Majorly communication is attributed from
nonverbal factors such as gestures, facial
expressions, tone, body language, etc
22
Communication attributes
23
Verbal communication
Only verbal communication can create chaos while
it reaches the last person. Thought process of
individual influences the understanding.
24
Nonverbal communication

Six ways of using non-verbal communication skills
effectively
Eye contact
Facial expressions
Gestures
Posture and body orientation
Proximity
Paralinguistic
Humor

25
Nonverbal communication
26
Nonverbal communication
27
Visual

Posture how we stand or sit indicates
self-confidence, aggressiveness, fear, guilt, or
anxiety
Gestures such as how we hold our hands, or a
handshake or nod the head or expression
Many gestures are culture bound

28
Visual
29
Facial Expression

Smile covers the most part of facial expression
Smiling is a powerful cue that transmits
Happiness
Friendliness
Warmth
Liking
Affiliation

30
Posture and body orientation

You communicate numerous messages by the way you
walk, talk, stand and sit.
Standing erect, but not rigid, and leaning
slightly forward communicates to audience that
you are approachable, receptive and friendly.
Interpersonal closeness results when you and
audience face each other
Speaking with your back turned or looking at the
floor or ceiling should be avoided it
communicates disinterest to your session

31
Gestures
If you fail to gesture while speaking, you may be
perceived as boring, stiff and unanimated A
lively and animated teaching style captures
attention of audience, makes the material more
interesting, facilitates learning and provides a
bit of entertainment. Head nods, a form of
gestures, communicate positive reinforcement to
the audience and indicate that you are listening
32
Eye Contact

Eye is an direct most expressive part of body
Different ways of Eye Contact
Direct Eye Contact (Shows confidence)
Looking downwards (careful or guilty?)
Single raised eyebrow (Doubting)
Both raised eyebrows (Admiring)
Bent eyebrows (Sudden focus)
Tears coming out (Emotional either happy or
hurt) and many more

33
Tactile (Physical)

This involves the use of touch to impart meaning
as in a handshake, a pat on the back or an arm
around the shoulder.

34
Vocal

The meaning of words can be altered significantly
by changing the intonation of voice
Think of how many ways you can say "no or do
you really mean it or oh! Come on!
You could express mild doubt, terror, amazement,
anger among other emotions.

35
Paralinguistic

This facet of nonverbal communication includes
such vocal elements as
Tone
Pitch
Rhythm
Timbre
Loudness
Inflection

36
Proximity

Cultural norms dictate a comfortable distance for
interaction with audience.
To move around the dais to increase interaction
with audience.
Increasing proximity enables you to make better
eye contact and increases the opportunities for
audience to speak interact!

37
Physical space
38
Image

We use posh stylish clothing and physical
things to communicate.
This can involve expensive neat things
It is to communicate our values and expectations.

39
Style

How to adapt to diversity of communication
styles?
Communication styles for each of following
differs
The Socializer
The Director
The Thinker
The Relater

40
Cultural difference
41
Interference and Noise

Interference
Anything that distorts or interrupts messages
Noise
Interference in communication process prevents
the message from being heard correctly
External noise comes from the environment
Internal noise occurs in the mind of sender
receiver both

42
Internal noise

Internal noise can distract and distort your
saying hearing
As a speaker
Keep cool, be prepared focused
Good rehearsal builds the confidence
To ask intermittent questions feedback
To set the expectations of the audience
As a audience
Offer the best undivided attention
Acknowledge the importance of the subject

43
Effective communication
44
Effective communication

When there is no gap of understanding in the
message between sender receiver
It enhances the probability of meeting the goals
Good two-way communication is foundation of
Understanding
Trust
Community
Efficiency
Progress

45
Effective communication

Connect
Initiate
Listen
Filter (the right amount)
Interpret Relate
Add Context
Global Perspective
Deliver
in a timely manner
to the right people

46
Unsuccessful communication

It's a process that can be with error, often
misinterpreted by the recipient
It has potential to create confusion,
communication gap or misunderstanding
It can cause a communications breakdown or create
the roadblocks
An effective communicator lessens the frequency
of these problems at each stage of this process
with clear, concise, accurate, well-planned
communications.

47
Open communication

Open communication is a key value to be ensured
Track record demonstration of truthful open
communication build credibility trust
To maintain sincerity, honesty transparency
Communication about significant happenings needs
to be thoroughly planned.
To decide content, respective speakers,
locations, timing for release authority

48
Face-to-Face Communication

Few people prefer face to face communication
Can be friendly possible to nicely articulate
even for complex topics
Saves time in drafting reviewing email/print
Does not maintain the record
Might not attract further actions
Either parties can claim misunderstanding if
convenient
Likely to lose trust after bad experience

49
Interpersonal Communication

Avoid barriers to communication.
Send message which can be eazily understood
Actively listen.
Utilize non-verbal signals.
Give and solicit meaningful feedback.
Adapt to diversity of communication styles try
multiple channels
Few people communicate only if requested

50
Online communication

To subscribe to an online service
To learn to use email, groups, chat rooms, and
bulletin boards
To compose letters for email
To be concise get to the point quickly few
communication has limited no of letters
To learn customs and manners involved in using on
line services.
E.g. use of all capital letters in email
indicates that you are shouting

51
Employee communication

Communication is more than merely keeping the
employees updated as to what may be going on in
your organization or in the company at large. To
do that, all you need is an e-mail message and a
computer.

Real communication is to connect, listen
clarify, convey the message to employees
52
Miscommunication

There is likely to lose some of the part of
communication
In many situations much of message is lost and
the message that is heard / understood is often
far different than the one intended
There are likely chances for miscommunication and
confusion.

53
Communication
Is it possible to NOT communicate???
NO
No Communication is Communication
54
Communication gap
55
Poor communication

Poor communication in an organization results in
negative outcomes, including errors, productivity
declines, distrust, lower morale, confusion,
absenteeism, and general dissatisfaction

56
Bad communication

Letting a request go unaddressed
Ignoring inputs, to hear for the sake
Getting input and doing nothing with it
Sharing information with only few
Sharing information without context
Meeting with no point, purpose, focus or result

57
Process
58
Process
59
Process

Source
Why to communicate?
What to communicate?
Usefulness
Accuracy of Information
Encoding
Ability to convey the information.
Eliminate sources of confusion like cultural
issues, wrong assumptions, missing information

60
Process

Effective decoding
Listen actively
Reading information carefully
Avoid Confusion
Ask question for better understanding
Receiver - Audience or individuals to whom we are
sending the information.
The influence for receiver
Prior knowledge helps for better understanding
Blockages in the receivers mind
The surrounding disturbances

61
Process

Feedback can be
Verbal Reactions and Non-Verbal Reactions.
Positive feedback and Negative feedback
Context
Various Cultures (Corporate, Regional,
International, etc)
Language
Location (Restaurant, Office, Auditorium)
Situation
The sender needs to communicate the context to
the receiver for better clarity

62
Active Listening
63
Active listening

Truly paying attention to what others are saying
Listening is an active and involved process
Aim is to be absolutely certain about message
being received

64
Listen

Focus on the
Listener ( not yourself)
Message ( not the words)
Success (not the alternatives)
To judge the content, not the messenger or
delivery
Visualize a positive outcome
Take a deep breath, relax, and be yourself
Do your homework, know what you want to say
Control your negative self talk
Speak from the heart rather than making
impression or the ego

65
Developing active listening

To start comfortably, may be by greeting
To listen sincerely with empathy
To demonstrate passion towards listening
To ask friendly questions
To attend to non-verbal cues, body language, tone
of voice words listen between the lines
To state your stand openly be specific
To demo understanding
To use techniques -ask, repeat, rephrase, etc.
To ask as many detail, views or suggestions how
not to interrupt
To reconfirm the understanding

66
Developing active listening

To communicate the feelings, Don't get angry
To comprehend before you judge
Be validating, not invalidating
To acknowledge other's uniqueness, importance
To be aware of the defensiveness adjustment
needed.

67
Developing active listening

To be descriptive, not evaluative
To describe objectively, reaction consequence
To be conjunctive, not disjunctive
To own - use "I", not "They
To practice supportive listening, not one way
listening
To decide on specific follow-up actions and
specific follow up dates
Not to react to emotional words, but interpret
the purpose
Not to totally control conversation acknowledge
reconfirm what was said
Do not threaten

68
Active listener

Understand your own communication style
High level of self-awareness to create good
long lasting impression
Understand how others perceive you
Avoid changing with every personality you meet
Make others comfortable by appropriate behavior
that suits your personality
Use normal communication
Smile, Gestures, Eye contact, Your posture
Give Feedback
Summarize to ensure that you understand.
Reconfirm what you think you heard

69
Active listener

Be an active listener
Listen with a purpose.
One part of human mind pays attention, so it is
easy to go into mind drift.
If it is difficult to concentrate then repeat the
speakers words in your mind
Allow your conversation partner to speak
Respect the other persons point of view
Concentrate on the conversation
Only hearing for the sake might miss vital
information

70
Feedback
71
Feedback

Feedback has three main functions
Insight
Adjustment
Assurance
Feedback should be
Specific
Timely
Descriptive
Sensitive
Helpful
Intension is to support for improvements

72
Feedback

Be aware why people hesitate to give feedback
It is crucial that we realize how critical
feedback can be and help to overcome our
difficulties
It is very important and can be very rewarding,
help to improve
It requires skill, understanding, courage, and
respect for yourself and others
Request for feedback, particularly weaknesses to
improve seek for guidance

73
Feedback

Maintain a high degree of feedback throughout the
communication process.
Feedback taps basic human needs, to improve, to
compete, to be accurate people want to be
competent.
Feedback can be reinforcing almost always
appreciated and motivates people to improve.

74
Feedback

To ask questions to audience
To clarify your message
To improve understanding
To get deeper into the issues
To discover motives
To show interest by asking questions about ideas
and experiences
To avoid questions that pry into personal
matters.
To be sensitive when asking questions , frame
them tactfully

75
Giving feedback

Comments to be intended to help recipient.
Speak directly and with feeling
Describe what the person is doing and the effect
the person is having
Dont be threatening or judgmental
Be specific, not general, use clear and recent
examples
Give feedback when the recipient is open to
accepting it.
Check to ensure the validity of your statements.
Include the points which could be acted
Dont overburden than person can handle

76
Receiving feedback

Dont be defensive.
Take feedback positively as a opportunity to
improve
Seek specific examples.
Be sure you understand (summarize).
Share your feelings about the comments.
Ask for definitions.
Check out underlying assumptions.
Be sensitive to senders nonverbal messages.
Ask questions to clarify.

77
Positive feedback
78
Barriers
79
Barriers

Any obstacle that blocks communication
Audience related
Ineffective listening
Wrong Perceptions, Attitude
Annoying or distracting mannerisms
Speaker related
Speech related problems
Lack of trust
Evaluation or judgment process
Appropriateness of language or other expression
of the message (internal noise)
External noise

80
Interpersonal Barriers

To match characteristics of message channel
To choose carefully method of sending
To minimize inconsistencies between words, style
of speaking, facial expressions, posture.
To choose appropriate words and language
Ability style sender encodes a message
Perception and perceptual selection processes

81
Barriers
Barriers to Effective Communication
82
Barriers To Communication

Frames of Reference
Semantics
Value Judgments
Selective Listening
Filtering
Distrust

83
Interpersonal Barriers

Perception - How we perceive people, their
motives, and intentions.
Perceptual selection Choosing selectively
Perceptual Biases - Assuming characteristics of
person without validating
Past experience Interpersonal relationships
Receiver distortion selective hearing, ignoring
non-verbal cues
How to minimize this barrier?
To improve
Self-awareness of values, beliefs, and attitudes
Understanding and sensitivity towards others

84
Organisational barriers

To advice supervisor to minimise physical
distractions noise, equipment breakdowns, etc
To optimise information overload manage time
To choose timing for sharing the message
To simplify technical language vocabulary
Reduce impact due to status difference by way of
connect
Task and organization structure requirements
defines who talks to whom its content
Absence of formal channels to implement upward,
downward horizontal channels

85
Removing barriers

To deliver messages effectively, to break the
barriers in each stage of the process.
If your message is too lengthy, disorganized, or
contains errors, you can expect the message to be
misunderstood and misinterpreted.
Poor body language too much information
offering confuse the message
To understand audiences culture, making sure you
can converse and deliver your message to people
of different backgrounds and cultures

86
Tips
87
Requirements

Effective communication requires
Deep awareness and
A committed, cooperative effort
Voluntarily contribution
Willingness of either sides

88
Johari window
89
Improve communication skills

Communication skills and effectiveness can be
improved

How to Improve Communication?
90
Understand the audience
Audience would have vast array of motivations,
expectations, values, style and culture that need
to be recognized to communicate effectively By
understanding audience, select the best style,
channel, vocabulary, volume, sentence structure,
content, format, gesture, body language, and
timing to communicate successfully
91
Have a clear message

Message should be clear in mind of speaker before
being delivered
It is aligned with vision, mission, objectives,
strategy, views, proceedings, commitment
Vague thinking or unclear objectives would
communicate message with the same attributes
Formulate the hierarchy of the message
Context
High level
Details

92
Interact

Win the audience at the start
Engage them throughout
Interact with them
Participation
Agreement or disagreement
Question Answer
Feedback
Keep interest alive

93
Dont be defensive

When negative information or criticism is
involved. defensiveness is a typical response
To keep defensiveness to moderate
To be ready for the likely defense too

94
Privacy of communication

Some subject needs privacy for discussions
An employee's work performance
Disagreement about company policy
Difficulties with your supervisor
To keep confidential
Personal problem reported by employee
Personal information shared in confidence
To seek exception to adhere company policy

95
Prioritize

In communicating, favour local issues, especially
serious business issues
Business results
Customer feedback
Future of the business
Communication issues which arise at local level
(e.g. cross-functional issues, rumours) to be
addressed by those involved without delay

96
Strategise talk

Think before you talk
Know your message
Get to the point quickly
It should be easier for the listener to remember
Know the outcome you want from your conversation
Practice the power of persuasion
Practice the power of persuasion.
Know something about the people before talking
For objective to be successful, plan in advance
what you want to say and what you want to
accomplish

97
Control fear anxiety

Focus on the
Listener ( not yourself)
Message ( not the words)
Success (not the alternatives)
Visualize a positive outcome
Take a deep breath, relax, and be yourself
Control anxiety about the results
Do your homework, know what you want to say
Control your negative self talk
Speak from the heart rather than making
impression or the ego

98
Think before talking

Pause , think and consider what you want to say
Choose appropriate words that clearly express the
message
Decide the tone
Determine the outcome
Know your audience, their viewpoint and level of
understanding about the subject matter
Shape your message to be easily understood

99
Believe in message

To speak with passion and conviction
To allow your feelings. delivery, body language
and voice to flow naturally
To show your enthusiasm
To avoid faking it or you risk losing your
credibility

100
As a speaker

To ask questions, including open ended questions
To rephrase questions or responses for the
listener to evaluate
To define terminology so there is less chance of
misunderstanding
To offer alternatives/suggestions for the
listener to evaluate
To reduce listener's spare time by use of vocal
and visual cues as well as use of stories, humour
and metaphors

101
As an audience

To focus on speaker
To listen to speaker and interact by actively
giving the speaker verbal and nonverbal feedback.
To use such nonverbal cues as nodding or smiling
To concentrate on the speakers point of view
To review or mentally check to see if you are in
agreement

102
Use mind mapping

To write a main point, central thought or idea
To circle the main point ,central thought or idea
To map the points you are thinking about.
You will generate more ideas ,map the
relationships among key words, write less than in
conventional note taking and have more fun.

103
Effective presentation skills

Presentation Skills while appearing for an
interview.
Dressing sense (Males Females),
Documents needed to be carried,
Body language (while standing, while sitting,
while walking),
Attitude (Soberness, Soft words, avoid western
accent),
Confidence (while talking, body movements,
aggression, etc).

104
Attributes

Descriptive versus evaluative
Avoid judgment
Describe objectively
Focus on the behavior
Your reaction not the attributes of others
Focus on solutions
Conjunctive not disjunctive
Lack of equal opportunity to speak?
Extended pauses?
Who controls the flow?
Two way not one way
Listening by responding

105
Diversity

How to facilitate communication with diversity?
Assume differences
Emphasize description
Empathize
Treat Interpretations as guesses

106
Convey message

To know share the major points, follow
hierarchy like
Context
High level points
Details
To articulate or Paraphrase to re-emphasize
To tactfully ask your listener for feedback
To ask questions to confirm understanding of the
listener

107
Map the complaint

To state the problem
To supply supporting evidence
To state the remedy you seek
What do you want to do about it?
To hold your temper to avoid attacking the
person listening to your complaint
To let them know when you want corrective action
completed
Also convey you may plan to consider other
approaches

State the problem
Supply supporting evidence
State the remedy you seek. What do you want done
about it?
Hold your temper
Avoid attacking the person listening to your
complaint
Let them know when you want corrective action
completed

108
Focus on point

To write a one sentence purpose statement
before writing letter, thesis or speech
To answer the question," What is my point ?
To put your major point or request first
To use the who, what, where ,when, why and how
format to keep message focused and brief
To write and rewrite until you are able to
capture the idea in one sentence
To avoid the risk that your listener or reader
will interrupt before you get to a major point
In closing , reiterate your point

109
Focus on point

To make your requests as specific as possible
To ask for information
To ask help first from those closest to you. They
are more likely to give a positive response
To guard against feeling rejected when the
request you make is not granted
To expect a favorable reply
To visualize yourself receiving what you ask for
Formulate positive affirmations and repeat them
aloud to yourself to develop a belief that you
shall have what you ask for
Remember to say Thank You

110
BFIR technique

Wonderful technique for articulating
communication in difficult situation - BFIR -
behavior - Feeling - Impact - Request
Speak about behavior which you did not like,
convey feeling and impact, and then request for
correction going forward!
Suspect your own judgment always,
recheck..assumption you made might be wrong!

111
Gender neutral

To use the plural instead of singular pronouns
Be consistent in addressing women and men of the
same rank or status.
To use gender neutral terminology. For instance
,use workforce instead of manpower
To provide guidance for both sexes on invitations
eg business attire instead of coat and tie
Frequently ,women are addressed by their first
names while men are called Mr. Surname

112
Personal touch

To help people to relate to you by sharing
personal experiences
To build a source of personal examples by keeping
a journal
To use stories from your past to illustrate the
message you want to leave with your listeners

113
Express emotions

To describe your feelings as well as facts
To set limits, extreme emotions become a barrier
To indicate that you are approachable
To use body language as a part of your emotional
expression

114
Use short sentences

To avoid run-on, rambling sentences
To review your written notes and see if
conjunctions can be deleted to form two sentences

115
Reading - Remain upto date

To question the intent of the reporter. To check
bias of reporter?
To think as you read or listen. You are not
required to accept everything as factual
To find another reporters point of view
To discuss events with your acquaintances
Do not expect everyone to interpret events in the
same way
To scan all sections of newspapers eg sports,
finance, arts

116
Reading - Inspirational

To read inspirational books
To subscribe to newsletters or pamphlets which
provide regular readings to lift the spirit
To begin to form a habit of regularly reading
inspirational thoughts and verses
To carry internet sources for inspirational
messages
To read or write poetry that inspires you

117
Non verbal tips - Presence

Be aware of your role and audience
Be with your inner self
To derive strength awareness through confidence
and poise
To sit and stand erect
To let nonverbal cues reflect the message
To signal your self esteem and power
To draw attention to yourself in a positive way
To let body language agree with spoken words
To realize that others are getting an impression
of you during the first visual or verbal contact

118
Non verbal tips - Dressing

What dress is considered appropriate
Remember clothing sends the message
Before you say a word, what you wear make the
first impression
To wear clothing that is congruent with your
verbal message.

119
Non verbal tips - Smile

To use a smile to signal that you are in a
pleasant mood, positive and approachable
To practice smiling in front of a mirror to gain
confidence .
To see how you look with a broad showing teeth
parted ,possibly leading to a soft laugh
To smile to indicate a positive attitude
Respect for the other person
Friendliness
Openness

120
Non verbal tips - Touch

To be sensitive to the fact that when you touch
someone, you are invading their space
To indicate warmth, caring and understanding
To develop the techniques of proper touching
To place your hand gently on the shoulder as a
sign of friendly conversation
To break contact immediately if there is any
resistance
To never use touch to enforce your will upon
another person. That's against the Law.

121
Business communication

THE SEVEN Cs OF EFFECTIVE COMMUNICATION

122
Seven C

Completeness
Conciseness
Consideration
Concreteness
Clarity
Courtesy
Correctness

123
Completeness

Business message is complete when it contains all
facts the reader or listener needs for the
reaction you desire.
As you strive for completeness, keep the
following guidelines in mind
Provide all necessary information.
Answer all questions asked.
Give something extra when desirable.

124
Provide necessary information

Answering the five Ws helps make messages clear
Who, What, When, Where, and Why.
Answer precisely all the questions asked
Give extra when desirable Make a good judgment
in offering additional information if the
senders message was incomplete or in doubt

125
Conciseness

Conciseness is saying what you want to say in the
fewest possible words without sacrificing the
other C qualities. A concise message is complete
without being wordy.
To achieve conciseness, observe the following
suggestions
Eliminate wordy expressions.
Include only relevant material.
Avoid unnecessary repetition.

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Be precise

Use single words in place of phrases
E.g. Use now instead of at this time
Use because instead of due to the fact that
Wordy We hereby wish to let you know that our
company is pleased with the confidence you have
respond in us.
Concise We appreciate your confidence.

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Consideration

Consideration means preparing every message with
the receivers in mind
Try to put yourself in their place
You are considerate, you do not lose your temper,
you do not accuse and you do not charge them
without facts. the thoughtful consideration is
also called you-attitude.
Focus on You instead of I and We.
Show audience benefit or interest in the
receiver.
Emphasize positive, pleasant facts.

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Concreteness

Communicating concretely means being specific and
definite rather than vague and general.
Often it means using donatives (direct,
explicit,) rather than connotative words (ideas
or notions)
Guidelines for composing concrete message
Use specific facts and figures.
Put action in your verbs.
Choose vivid, image building words.

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Clarity

Getting accurately the meaning from you to the
reader is the purpose of clarity.
Choose precise, concrete and familiar words.
Construct effective sentences and paragraphs.

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Courtesy

True courtesy involves being aware not only of
the perspective of others, but also their
feelings.
Courtesy stems from a sincere you-attitude.
Following suggestions for a courteous tone
Be sincerely tactful, thoughtful, and
appreciative.
Use expressions that show respect.
Choose nondiscriminatory expressions.

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Correctness

At the core of correctness is proper grammar,
punctuation, and spelling.
Following three characteristics are applied
Use the right level of language.
Check accuracy of figures, facts, and words.
Maintain acceptable writing mechanics.

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Organisational Communication
133
Role of team leader

To make important information available to team
leaders in time to further communicate
Information to be both cascaded down across or
direct to team leaders as appropriate
It is better to over-communicate than
under-communicate.
To clarify on information is available and to be
communicated
To communicate regularly with team members on a
formal and informal basis seek feedback

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Training

To plan for regular training sessions
To train regularly the staff for effective
communication to team leaders managers
To make communication materials and support
available to team leaders managers as
appropriate
To check effectiveness of the training
To share feedback results about training

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Respect individuals

All communication must be truthful
Impact and consequences of communication
determined in advance and taken into account
To communicate periodically about performance.
There should not be any surprises
Timing of the information to be the same time to
everyone concerned interested
The special communication needed for employees
working in shift or remote locations
Mischievous communication (rumours) not to be
tolerated

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Positive negative news

To communicate bad news speedily, in advance,
even if the full impact of the message is not yet
clear, setting the appropriate context. It will
strengthen the trust.
Rumours in the workplace to be addressed with
effective communication as soon as is possible
Contradictory situation
Avoiding controversial issues
Delaying communication "until all details are
clear"
Communicating "need to know" information

137
Supervisors' accountabilities

Supervisors need to be responsible for effective
communication in their teams
They need to communicate face-to-face but not
necessarily in meetings. It is fine to
communicate one-to-one
Supervisors to consult with and involve their
team members in decisions encouraging
participative ways
They also need to represent employees to
management, passing on employees' feedback,
suggestion, ideas, questions and concerns.

138
Communication by supervisor

Supervisors have a good knowledge of what's going
on in the organization.
Supervisors' effectiveness to be measured
What get measured gets done"
This can be done using appraisal system, or
conducting communication survey asking
subordinates peers to rate communication
effectiveness of a person, quality and frequency.
Also suggestions are invited to improve. The
results are fed back to the person and managers

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Measure effectiveness

Be serious about internal communication
Plan to measure communication effectiveness
periodically by audit or employee survey.
To use a questionnaire or focus groups, or both
Online questionnaires are good for measurement
and for gathering the opinions of employees at
onsite locations
With online questionnaire surveys it's usually
cost effective to survey all employees.

140
Measure effectiveness

Focus groups are good for getting very detailed
feedback from employees
Knowing exactly how to improve is more important
than measurement.
To get representative sample of employees in a
few key locations
It's best to use both a online questionnaire to
all employees followed up by some focus groups to
investigate specific problems or areas

141
Managers

Manager to be responsible for effective two way
communication need to strongly commit
Managers are the vital link between staff and
senior management and are in the best position to
communicate managements priorities to staff and
to relate ideas and feedback from staff to
management.
Manager is constantly advising, informing,
explaining, discussing, reviewing, counseling,
guiding, suggesting, persuading, convincing,
coaching, humoring, and responding.

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Meetings Updates

Having regular one-on-one meetings
Having regular stand up meeting with staff
Sharing information quickly about updates,
decisions, expectations, etc
What was planned activity?
Was that completed?
If not, what is the reason?
What is plan to overcome the hindrance?
When would it be completed?
What is impact of delay?
What is plan to overcome delay?

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Employees seek and deserve a manager who is open,
accessible, good listener to their say, interact
and responsive.They will trust, respect
support deeplyManager far more likely to
identify issues before those become problems, and
solve problems before they become crises
Better manager
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Formal wording

Formal writing is characteristics of business
writing, even more so if it is for E-mail message
Check Accuracy of Figures, Facts, and Words
Review yourself
Check of data is to have another person read and
comment on the validity of the material.

More Formal
Less formal
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