SUJIT1618

1

COMMUNICATION SKILLS
S K Mukherjee Faculty/IMU-KC
2
HIGH ASSERTIVENESS
SPIRITED
Tells
DIRECT
Controls Emotions
Displays Emotions
LOW EXPRESSION
HIGH EXPRESSION
Asks
SYSTEMATIC
CONSIDERATE
LOW ASSERTIVENESS
3
STYLE STRENGTHS
4
DIRECT

• Gets to the bottom line
• Speaks forcefully
• Maintains eye contact
• Presents position strongly

5
SPIRITED

• Is persuasive
• Is a good storyteller
• Focuses on the big picture
• Uses motivational speech

6
CONSIDERATE

• Listens well
• Is a good counselor
• Uses supportive language
• Builds trust

7
SYSTEMATIC

• Presents precisely
• Focuses on facts
• Is efficient in speech
• Has a well-organized work space

8
TROUBLE SPOTS
9
DIRECT

• Is a poor listener
• Is impatient with others
• Does not heed advice
• Likes to argue

10
SPIRITED

• Does not hear details
• Tends to exaggerate
• Generalizes
• Can be overdramatic

11
CONSIDERATE

• Avoids conflict
• Gives in easily
• Keeps opinions to oneself
• Overemphasizes feelings

12
SYSTEMATIC

• Focuses too much on details
• Fears personal disclosure
• Can be terse
• Uses little variety in vocal tones

13
INFLUENCE OF COMMUNICATION STYLE
14
DIRECT SPIRITED CONSIDERATE SYSTEMATIC
Verbal Decisive Express opinions readily Listens Focuses on specific details
Direct speech Generalizes Close, personal language Precise language
Doesnt stop to say hello Persuasive Supportive language Avoids emotions
Para verbal Speaks quickly Lots of voice inflection Speaks slowly Little vocal variety
Loud tones Animated Soft tones Brief speech
Formal speech Loud tones Patient speech Even delivery
15
DIRECT SPIRITED CONSIDERATE SYSTEMATIC
Body language Direct eye contact Quick actions Gentle handshake Poker face
Firm handshake Lots of body movement Likes hugging Controlled movement
Bold visual appearance Enthusiastic handshake Slow movement Avoids touching
Personal space Keeps physical distance Cluttered workspace Family pictures in workspace A strong sense of personal space
Displays planning calendars in work space Personal slogans in office Likes side-by-side seating Charts, graphs in office
Work space suggests power Likes close physical space Carries sentimental items Tidy desktop
16
INTERACTING WITH DIFFERENT STYLES
17
DIRECT

• Focus on their goals and objectives
• Keep your relationship business like
• Argue facts, not personal feelings
• Be well-organized in your presentations
• Ask questions directly
• Speak at a relatively fast pace

18
SPIRITED

• Focus on opinions and inspiring ideas
• Be supportive of their ideas
• Dont hurry the discussion
• Engage in brainstorming
• Be entertaining and fast-moving
• Allow them to share their ides freely

19
CONSIDERATE

• Focus on your relationship
• Be supportive of their feelings
• Make sure you understand their needs
• Be informal
• Maintain a relaxed pace
• Give them time to build trust in you

20
SYSTEMATIC

• Focus on facts, not opinions
• Be thorough and organized
• Provide written evidence when possible
• Be systematic in your presentations
• Avoid gimmicks
• Allow time for analysis

21
Capitalizing on your Style

• What are the positive behavior that you exhibit
  in your style(s)?
• 2. How have these behaviors been useful in your
  work life?
• What can you do to strengthen your positive
  behavior?
• 
  Contd/

22
Capitalizing on Your Style

• 4. What trouble spots are caused by your
  style(s)?
• 5. In what situations do you exhibit these
  behaviors?
• 6. What can you do to limit those behaviors?

23
NON VERBAL COMMUNICATION
24
DEFINITION

• Non Verbal Communication is the communication
  that uses non-linguistic means to convey the
  message.
• The words we use convey objective information
  non-verbal messages reveal our emotions and
  attitudes.

25
FORMS OF NON-VERBAL COMMUNICATION

• Conscious Non-verbal Communication
• Deliberate, direct communication

26
Subliminal Non-verbal Communication

• Police Military Uniforms subliminally
  communicate authority.
• Well dressed executives project success and
  credibility.
• Poor dress sense transmits message of failure
• Advertisements associate youth and beauty with
  the product.

27
TYPES OF NON-VERBAL COMMUNICATION

• Kinesics - facial expression, posture, and
  gesture
• Oculesics eye contact
• Haptics the communication of touch
• Proxemics the communication of space and
  proximity
• Appearance the physical characteristics, the
  attire and the accessories
• Paralinguistics / Vocalics variations in pitch,
  speed, volume, and pauses that convey meaning
• Chronemics the effects of time on communication

28
KINESICS FACIAL EXPRESSIONS

• Neutral expression pleasure, mask, respect,
  thoughtful, and quiet attention.
• Relaxed expression love, pleasure, and
  submission.
• Tense expression fear, surprise, determination,
  contempt, and extreme interest.
• Uplifted expression happiness, anxiety, rage,
  love, astonishment, and attention.
• Droopy expression - distress, suffering, grief,
  dismay, and shock.

29
KINESICS POSTURE

• Head position
• Legs
• The angle of the body in relation to others
• Body relaxation and tension is a strong indicator
• Height

30
KINESICS POSTURE

• Slumped posture low spirits
• Erect posture high spirits, energy, and
  confidence
• Lean forward open and interested
• Lean away defensive or uninterested
• Crossed arms defensive
• Uncrossed arms willingness to listen

31
KINESICS GESTURES

• Ambiguous or unambiguous
• Unnatural gestures
• Beneficial gestures

32
OCULESICS

• Direct state candour and openness.
• Downward glances modesty
• Eyes rolled upward fatigue
• Blinking - tension

33
HAPTICS

• Following degrees of intimacy
• Functional / professional
• Social / polite
• Friendship / warmth
• Love / intimacy

34
PROXEMICS

• Four categories of space
• Intimate distance for embracing or whispering
• Personal distance for conversations among close
  friends
• Social distance for conversations among
  acquaintances, and
• Public distance used for public speaking

35
PROXEMICS

• Three basic principles of space in an
  organization
• The higher your position
• The more and better space you will have
• The better protected your territory will be, and
• The easier it will be to invade the territory of
  lower-status personnel

36
PROXEMICS
Distance Relation Volume
Close (8 in. to 12 in.) Highly personal, seldom used in public Audible whisper, very confidential
Near (12 in. to 36 in.) Many dyadic social interactions occur Indoors, soft voice
Neutral (4.5 ft. to 5 ft.) Most social gatherings and business transactions Outdoors, full voice
Public distance (5.5 ft. to 8 ft.) Business and social discourse more formal desks in offices are placed to hold off visitors Full voice with slight over loudness
Across the room (8 ft. to 20 ft.) Used by teachers or speakers at public gatherings Loud voice talking to a group
Far distance (20 ft. and more) Public speaking by public figures Hailing distances, public-address systems
37
APPEARANCE

• Grooming
• Professional looking clothing

38
PARALANGUAGE / VOCALICS

• Tone direct, commanding, gentle, pleasing,
  sharp, etc.
• Inflection spread narrow
• Pitch high-low
• Intensity loud-soft
• Articulation precise-imprecise
• Rhythm smooth-jerky

39
CHRONEMICS

• Punctuality
• Amount of time spent with another
• Waiting time

40
TIPS FOR EFFECTIVE USE OF NON-VERBAL
COMMUNICATION

• Observe and understand the non-verbal signals
  being sent your way on a moment-to-moment basis.
• Use good eye contact
• Stop what you were doing when your listeners look
  glassy-eyed or bored

41
TIPS FOR EFFECTIVE USE OF NON-VERBAL
COMMUNICATION

• Use the tone of your voice the way a musician
  uses an instrument.
• Adopt the most appropriate posture that suits the
  occasion
• Express gratitude to your audience when they are
  being attentive and responsive
• Soak in the pats / hugs that others give you

42
TIPS FOR EFFECTIVE USE OF NON-VERBAL
COMMUNICATION

• When you are confronting someone who you are in a
  close relationship with, reach out to take his /
  her hand in both of yours.
• Understand the cultural nuances of the various
  forms of non-verbal communication
• When there is a contradiction between the verbal
  and non-verbal messages of a person you are
  listening to, try to assess the situation with
  the help of non-verbal cues.

43
Communication Skills

• THANK YOU
• S K Mukherjee