It's basics, process, challenges, barriers, and way-outs.

1. Welcome
1
Akhil Garg

2. 2
Session topic is
Effective Communication
A subject of
Management Skills & Psychology

3. 3
I am here before you as …
A management-systems expert
Sr Member, ASQ – since 1999
with listing as Expert on their
Virtual Quality Network
Analyst, Trainer, Auditor for various Management
Systems
Quality, Environment, Social Accountability, Health & Safety,
Information Security, Energy Performance, Health Care,
Laboratories

4. 4
… and
A transactional analyst &
counselor for individuals, couples, families, groups,
and organizations.
Member ITAA since 1999

5. We will discuss ….
• Meaning and concept of communication
• It’s dynamics, process, and inherent challenges
• Effectiveness in communication
• Basic skills and methods
5

6. 6
Hard Skills Soft Skills
Your technical or
operational
expertise
Your managerial
and interpersonal
expertise
What determines your success at Work Place ?
Communication Skills is the most important of Soft Skills

7. 7
• No! No! I didn't mean that.
• Oh! You have misunderstood me.
• Let me explain, what I mean.
Have you ever used some such words ?
Communication is breaking
… strong possibility of ineffective communication
• Why don’t you understand !
• You are difficult to communicate with.
• You don’t understand what I say.

8. 8
Transferring
thoughts of your brain
to the
brain(s) of other(s)
… a real challenge
So, what is a Communication?

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• Because our brains don’t think in words ... they
think in symbols
• So, your thoughts are not words .. they are some
symbolic concepts in your brain
• And, you need to convert them into words (or
other medium) – if you want to transmit them
• And, other person needs to again convert your
words (or medium) in his/her symbolic concepts
Transferring thoughts of your brain to brains of others
Why a challenge ?

10. 10
or
And, what is an Effective Communication?
When the other person receives and interprets
your thought exactly as they were
When the transmission of symbolic concepts of
your brain to the brain of another person is
accurate

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Let us see an example
You tell to your uncle:
Today, I got a good job with a very good salary.
He replies:
1. Oh great. I am proud of you. Tell me everything.
2. Good news. You deserve it.
3. You will be busy now. Will you come to me fewer times now?
4. Ok, but have you brought my milk I told you in the morning.
Which one is an effective communication?

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or
Recall, that a Communication is Effective …
When the other person receives and interprets
your thought exactly as they were
When the transmission of symbolic concepts of
your brain to the brain of another person is
accurate

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An example
He says:
1. Oh great. I am proud of you. Tell me everything.
2. Good news. You deserve it.
3. You will be busy now. Will you come to me fewer times now?
4. Ok, but have you brought my milk I told you in the morning.
Communicated thought
Involvement/happiness on your achievement
Little or no involvement/happiness on your achievement
Fear of own disturbance due to your achievement
No concern with your achievement
You to your uncle:
Today, I got a good job with a very good salary.
Now which one is effective ?

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or
Effective Communication
When the other person receives and interprets your
thought exactly as they were
When the transmission of symbolic concepts of your
brain to the brain of another person is accurate
PLUS
(for Organizational Management & Social Interactions)
Which also serves the overall purpose
Or desired objective

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Now, which one is ‘effective’ ?
You to your uncle:
Today, I got a good job with a very good salary.
He says:
1. Oh great. I am proud of you. Tell me everything.
2. Good news. You deserve it.
3. You will be busy now. Will you come here fewer times?
4. Ok, but have you brought my milk I told you in the morning.
Communicated thought
Involvement/happiness on your achievement
Little or no involvement/happiness on your achievement
Fear of own disturbance due to your achievement
No concern with your achievement

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Now, let us see
what is a
Communication Process

17. Communication is a -- 6 steps process
17
There is a
scope of
error in
each of
these 6

18. Scope of Ineffective Communication
18
Error in any of these
transformations
Your thought are not
clear in your brain, but
you want others to know
what you mean
Receiver has filtered out
the received message
Receiver has given
wrong feedback

19. Most communication errors come from here …
19
Your thought not clear in
your brain, but you want
others to know what you
mean
Receiver has filtered out
the received message
Mainly psychological reasons
Rigidity, Prejudices, Perceptions,
Values, Beliefs, Resistances,
Feelings, Memories, Experiences,
Attitudes, Expectations, Stresses,
…. , ….

20. A
Structural Ego State Model of Human
(Simplified)
P
C
Parent Ego State
Set of Phenomena (behaviours, thoughts,
feelings) copied from ‘parental figures’
Adult Ego State
Set of Phenomena (behaviours, thoughts,
feelings) responses from ‘verified
experiences’
Child Ego State
Set of Phenomena (behaviours, thoughts,
feelings) replayed from childhood

21. P
C
A
Prejudices
Rigidity
‘Anger’ / ‘stubbornness’
while explaining
not ‘conviction’
Structural Ego State Model of Human
(Simplified)

22. Communication
P
A
C
P
A
C
Complimentary
( 9 possibilities )
These can continue
indefinitely
“Can you tell me, where is that file kept?”
“Yes. It is in that room / almirah.”
“You have again made the mistake, idiot.”
“Oh ! I am sorry.”

23. Communication
Angular
( 36 possibilities )
These can also
continue
P
A
C
P
A
C

24. Communication
Crossed
( 72 possibilities;
only 4 are common )
These result in
‘break’ or ‘shift’ of
transactions.
P
A
C
P
A
C
“Can you tell me, where is that file kept?”
“How long will you take to know it ?”

25. Communication
P
A
C
P
A
C
These produce ‘distrust’
and/or ‘conflicts’.
Social Level
“You have again made this mistake in your
report.”
“Oh yes ! I have done so once again.”
Psychological Level
“You don’t want to learn the work here.”
“Oh ! I have been again caught.”
Duplex
( 6480 possibilities;
only 6 are common )

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• Confusion
• Conflicts
• Frustrations
• Anger
• Ill-feelings
• De-motivation
• …..
Ineffective communication leads to …
…. Loss of purpose

27. Much of these come
through your own efforts
for your
personality development
27
Communication skills

28. Types of communication:
• Recorded – written
• Verbal – spoken
• Nonverbal – symbolic
28
Basic skills
Purpose of all is to …
• Obtain a response
• Effect and action and/or
• Gain acceptance of your ideas
Never mix-up

29. • Identify the purpose of communication
• Analyze the recipient – nature, skills, …
• Organize & structure your thoughts
• Select suitable medium / media
• Generate and register the response
29
Basic skills
Steps for effective communication:

30. • Physical Factors – setup, surroundings, physical condition
• Intellectual Factors – language, style, speed, sequence
• Emotional Factors – attitudes, stresses, expectations,
resistances, feelings, prejudices
30
Basic skills
Influencing factors for effective communication:

31. • Faking attention
• Preoccupation with other matters
• Listening without looking, fidgeting
• Overreaction - loaded/strong expressions
• Crossing tolerance limits of the listener
• Frequently and unnecessarily interrupting the speaker
• Forcing to grab opportunity to speak
• Using listening time to collect thoughts for the next speaking
• Listening what you want to hear, dismissing that you dislike
31
Basic skills
Avoid during communication:

32. • Consider the total human and physical setting
• Resolve your thoughts before communicating them
• Examine the true purpose of your communication
• Commensurate your actions/gestures with communication
• Ensure some utility value of your message for the listener
• Look eager to understand, not only eager to be understood
• Control your expressions and overtones while communicating
• Also consider long term effects of communication
• Check if your communication is understood, else provide
further information 32
Basic skills
Good practices during communication:

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Thanks