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Communication.pptx

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NareshJandialGMSales

Communication involves the transmission of messages from a sender to a receiver. It can occur through various mediums and can be verbal, nonverbal, written, or visual. Effective communication requires clear encoding and decoding of messages with the purpose of ensuring understanding between parties. It is influenced by factors such as culture, language, nonverbal cues, and the presence of noise or barriers during transmission.

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Communication Naresh Jandial
stimulus encodes decodes decodes encodes THE COMMUNICATION PROCESS SENDER RECEIVER noise Message/ Medium Feedback/ Medium
Purpose of communication  In groups list the purpose why we communicate and identify the aims of good communication.  List the different forms communication takes.
To Achieve Targeted Perception  To get an action  To change a behavior  To ensure understanding  To persuade  To get & give information
COMMUNICATION Types of Communication: LINGUISTIC (Verbal) Non Verbal ( Body Language) appearance, postures, emotions, eye contact Oral PARA LINGUISTIC (accent, tone, mannerism Written
Communication Skills  Verbal -Speaking -Writing -Listening -Reading  Non Verbal -Body Language -Paralinguistic
Levels of Communication  Why  What  When  Where  Who  How
Speaking Skills  Having clarity on the purpose  Logically arranging the content  Good blend of Emotions and Contents  Language – Vocabulary  Practice  Speaking itself
Exercise What You Will Speak ?  Launching a new product to the Doctor.  Presenting a Gift (Kitchen Utility item) to the Customer.  Taking Feedback on new product from customer.  Introducing your FM/RM/ZM to the Doctor/Chemist.  On telephone giving feedback on product campaign to your FM.  Inviting a doctor to attend a CME.
Writing Skills  ABC of good writing : -Accuracy -Brevity -Clarity  Write Up should be simple and clear  Plan the sentences and their sequence  Write-up should be simple and clear  Should be written neatly  Prepare a draft first  Read and re-read  Ask some one else to read
 Letter should contain: - Who is Who -Subject -Salutation -Body of the letter -Summarize -Close
Exercise  Write a letter to your outstation doctor regarding availability/non availability of your product.  Write a letter thanking your doctor for giving prescription of new product.  Write a letter to your FM regarding successful product campaign.  Write a letter to FM asking his permission to include a potential customer in the SVL.  Write a letter to avail leave as you are going to attend a family function to your FM.
NON-VERBAL ANALYSIS Take each of the gestures listed below. What message is the person giving us through them? BEHAVIOUR MESSAGE YAWNING ‘I’M FEELING TERRIBLY BORED TURNING UP THE NOSE ……………………….. CROSSING THE LEGS ABOVE KNEE ……………………….. SITTING ON THE EDGE OF A CHAIR ……………………….. RUBBING THE NOSE ……………………….. SCRATCHING THE HEAD ……………………….. RAISING AN EYEBROW ……………………….. CROSSING THE ARMS AT THE CHEST ……………………….. BITING THE LOWER LIP ……………………….. CRACKING THE KNUCKLES ……………………….. STROKING THE CHIN ………………………..
COMMUNICATION (The Barriers – Originating from the Receiver’s side) • Not paying attention • Preconceived notion about the speaker • Mind reading • Passivity • Selective listening • Interfering
COMMUNICATION (The Barriers – Originating from the Sender’s side) • Bad timing • Inappropriate medium or language • Inappropriate non-verbal communication • Inappropriate style, tone, gestures etc. • Too much or little (Failing to define message) • Aggressive or submissive • Message vague in sender’s mind • Relying on False assumptions like •(Everyone; holds your view point/has same meaning of a word)
Listening  Listening is:  Hearing words and tones  seeing non verbal clues  perceiving feelings  encouraging the speaker  demonstrating you are listening and are interested  paraphrasing  ask relevant questions
Listening: “You sound ______ about this.” that.” the other thing.” angry upset worried frustrated depressed
In contrast to...  rationalizing - adding your reasons to the feelings  questioning - motives and reasoning  supporting - prematurely  defending - other players  judging - motives, reasoning or personality  parroting - restating in exact manner
Goals of Listening:  Clarify content of the message  Verify any non-verbal messages  Gather additional information  Provide a genuinely personal response  Promote problem solving behavior
Other Listening and Responding Skills:  Ask questions to clarify content  Use empathy to reflect and share feelings  Provide encouragement and feedback  Summarize content where appropriate
Communicating  Speak slowly  Use simple language  One question at a time  Give one piece of information at a time  Use gestures  Listen and be patient  Encourage other person to:  To speak as able  Reduce distractions/background noise.  Do not shout  write things down
Proximity/personal space  Proximity( the physical distance between 2 people)  Orientation(the physical angle at which one faces another)  Movement (influenced by physical setting)  informal (status,relationship,age)  Fixed features unmoveable boundaries  Semi-fixed distance between people furniture can be moved  Territorial fixed feature space used for maintaining/regulating social interactions. Only enter by invitation.
Summary  Communication is:  Person to person, group to group.  It Conveys:  Facts, information, moods, attitudes, feelings, values.  It is dependant on:  It’s context, codes, culture/backgrounds, responses and co- operation  Communication aims to:  Place the client in the centre  Give information/explanations  provide social interaction  Remove fears/provide support  Remove feelings of isolation  encourage and motivate  prevent /deal with aggression  prevent misunderstandings
Communication Skills for Professional as Senders  Send clear and complete messages.  Encode messages in symbols the receiver understands.  Select a medium appropriate for the message AND monitored by the receiver.  Avoid filtering (holding back information) and distortion as the message passes through other workers.  Ensure a feedback mechanism is included in the message.  Provide accurate information to avoid rumors.
Communication Skills for Professional as Receivers  Pay Attention to what is sent as a message.  Be a good listener: don’t interrupt.  Ask questions to clarify your understanding.  Understand linguistic styles: different people speak differently.  Speed, tone, pausing all impact communication.  This is particularly true across cultures.  High vs. Low Context  Be empathetic: try to understand what the sender feels.  Listen carefully

More Related Content

Communication.pptx

  • 2. stimulus encodes decodes decodes encodes THE COMMUNICATION PROCESS SENDER RECEIVER noise Message/ Medium Feedback/ Medium
  • 3. Purpose of communication  In groups list the purpose why we communicate and identify the aims of good communication.  List the different forms communication takes.
  • 4. To Achieve Targeted Perception  To get an action  To change a behavior  To ensure understanding  To persuade  To get & give information
  • 5. COMMUNICATION Types of Communication: LINGUISTIC (Verbal) Non Verbal ( Body Language) appearance, postures, emotions, eye contact Oral PARA LINGUISTIC (accent, tone, mannerism Written
  • 7. Levels of Communication  Why  What  When  Where  Who  How
  • 8. Speaking Skills  Having clarity on the purpose  Logically arranging the content  Good blend of Emotions and Contents  Language – Vocabulary  Practice  Speaking itself
  • 9. Exercise What You Will Speak ?  Launching a new product to the Doctor.  Presenting a Gift (Kitchen Utility item) to the Customer.  Taking Feedback on new product from customer.  Introducing your FM/RM/ZM to the Doctor/Chemist.  On telephone giving feedback on product campaign to your FM.  Inviting a doctor to attend a CME.
  • 10. Writing Skills  ABC of good writing : -Accuracy -Brevity -Clarity  Write Up should be simple and clear  Plan the sentences and their sequence  Write-up should be simple and clear  Should be written neatly  Prepare a draft first  Read and re-read  Ask some one else to read
  • 11.  Letter should contain: - Who is Who -Subject -Salutation -Body of the letter -Summarize -Close
  • 12. Exercise  Write a letter to your outstation doctor regarding availability/non availability of your product.  Write a letter thanking your doctor for giving prescription of new product.  Write a letter to your FM regarding successful product campaign.  Write a letter to FM asking his permission to include a potential customer in the SVL.  Write a letter to avail leave as you are going to attend a family function to your FM.
  • 13. NON-VERBAL ANALYSIS Take each of the gestures listed below. What message is the person giving us through them? BEHAVIOUR MESSAGE YAWNING ‘I’M FEELING TERRIBLY BORED TURNING UP THE NOSE ……………………….. CROSSING THE LEGS ABOVE KNEE ……………………….. SITTING ON THE EDGE OF A CHAIR ……………………….. RUBBING THE NOSE ……………………….. SCRATCHING THE HEAD ……………………….. RAISING AN EYEBROW ……………………….. CROSSING THE ARMS AT THE CHEST ……………………….. BITING THE LOWER LIP ……………………….. CRACKING THE KNUCKLES ……………………….. STROKING THE CHIN ………………………..
  • 14. COMMUNICATION (The Barriers – Originating from the Receiver’s side) • Not paying attention • Preconceived notion about the speaker • Mind reading • Passivity • Selective listening • Interfering
  • 15. COMMUNICATION (The Barriers – Originating from the Sender’s side) • Bad timing • Inappropriate medium or language • Inappropriate non-verbal communication • Inappropriate style, tone, gestures etc. • Too much or little (Failing to define message) • Aggressive or submissive • Message vague in sender’s mind • Relying on False assumptions like •(Everyone; holds your view point/has same meaning of a word)
  • 16. Listening  Listening is:  Hearing words and tones  seeing non verbal clues  perceiving feelings  encouraging the speaker  demonstrating you are listening and are interested  paraphrasing  ask relevant questions
  • 17. Listening: “You sound ______ about this.” that.” the other thing.” angry upset worried frustrated depressed
  • 18. In contrast to...  rationalizing - adding your reasons to the feelings  questioning - motives and reasoning  supporting - prematurely  defending - other players  judging - motives, reasoning or personality  parroting - restating in exact manner
  • 19. Goals of Listening:  Clarify content of the message  Verify any non-verbal messages  Gather additional information  Provide a genuinely personal response  Promote problem solving behavior
  • 20. Other Listening and Responding Skills:  Ask questions to clarify content  Use empathy to reflect and share feelings  Provide encouragement and feedback  Summarize content where appropriate
  • 21. Communicating  Speak slowly  Use simple language  One question at a time  Give one piece of information at a time  Use gestures  Listen and be patient  Encourage other person to:  To speak as able  Reduce distractions/background noise.  Do not shout  write things down
  • 22. Proximity/personal space  Proximity( the physical distance between 2 people)  Orientation(the physical angle at which one faces another)  Movement (influenced by physical setting)  informal (status,relationship,age)  Fixed features unmoveable boundaries  Semi-fixed distance between people furniture can be moved  Territorial fixed feature space used for maintaining/regulating social interactions. Only enter by invitation.
  • 23. Summary  Communication is:  Person to person, group to group.  It Conveys:  Facts, information, moods, attitudes, feelings, values.  It is dependant on:  It’s context, codes, culture/backgrounds, responses and co- operation  Communication aims to:  Place the client in the centre  Give information/explanations  provide social interaction  Remove fears/provide support  Remove feelings of isolation  encourage and motivate  prevent /deal with aggression  prevent misunderstandings
  • 24. Communication Skills for Professional as Senders  Send clear and complete messages.  Encode messages in symbols the receiver understands.  Select a medium appropriate for the message AND monitored by the receiver.  Avoid filtering (holding back information) and distortion as the message passes through other workers.  Ensure a feedback mechanism is included in the message.  Provide accurate information to avoid rumors.
  • 25. Communication Skills for Professional as Receivers  Pay Attention to what is sent as a message.  Be a good listener: don’t interrupt.  Ask questions to clarify your understanding.  Understand linguistic styles: different people speak differently.  Speed, tone, pausing all impact communication.  This is particularly true across cultures.  High vs. Low Context  Be empathetic: try to understand what the sender feels.  Listen carefully