This module covers effective communication skills for middle managers, including different types of communication, listening skills, asking questions, and using body language appropriately. The key points covered are: 1) Communication methods include written, spoken, symbolic, visual, and multimedia. Effective communication relies on clear understanding between parties. 2) Listening skills are important, including maintaining eye contact, taking notes, being present, and avoiding distractions. 3) Body language conveys much - eye contact, gestures, posture and more can communicate confidence, interest or other meanings. Matching body language helps build rapport.

1. Management Development Program For Middle Management Module 4 – Communicating for Success

4. Assessment

5. What is Effective Communication? Effective communication hinges on people understanding your meaning and replying in terms that move the exchange forward – preferably in the direction you would like to go. Why do we Communicate? Communication is a two-way process. You communicate to get things done, pass on and obtain information, reach decisions, achieve joint understanding and develop relationships.

8. Elements of Communication 55% 38% 7% ____ Body Language ____ Tone ____ Words 14% 86% ____ Words ____ Tone 7% 38% 55% 14% 86%

18. Body Language Body facing front and open posture show confidence Body turned away signifies rejection of what the other is saying Hands on hips indicate determination and ability to take control Direct gaze and broad smile show friendly attention. Indirect gaze is evasive Relaxed arms and legs show lack of tension Ear pulling indicates doubt Slight slumping shows lack of confidence

19. Body Language Hand on chin indicates appraisal Slight tilt of the head with friendly eye contact show listening with approval Eye contact and body leaning forward show alertness and readiness to assist the speaker Raised eyebrows indicates interest Gesturing with your hand adds emphasis Using a hand to gesture emphatically is one way of reinforcing a verbal point. One hand around the neck and the other around the waist show a need of reassurance Joined brow and closed eyes show doubt

20. Body Language Pen biting shows fear and lack of confidence The closed eyes and nose-pinching reveal inner confusion and conflict about what is being heard. Facing the person you are talking to shows you are not afraid to listen to what is said. Tilting your head shows you are listening. Break down the barriers by adopting other person’s pose and actions. Maintain eye contact with the other person You may convey anger by speaking harshly or sympathy by speaking softly

23. Assessment

24. Questions ? ? ? ? ? ?

25. See You Next Module…