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Submitted To :
Submitted By:
Prof PreetanjanKaur
MOHD.ARISH PGDM (MKT) R.NO- PG09-40118m
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To Whom It May Concern: This is to certify that under mentioned students have carried out a work on the topic ³Communication skills.´ No part of this project work has already been published for award of any degree or diploma. Sign__________________
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m m m I deeply acknowledge the support of Prof. Preetanjankaur who initially helped and motivated us to embark on this strenuous .I would like to give thanks to providing me an opportunity to make this project. m m
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m The term 'Communication' has been derived from the Latin word 'communis' that means 'common'. Thus 'to communicate' means 'to make common' or 'to make known'. This act of making common and known is carried out through exchange of thoughts, ideas or the like. The exchange of thoughts and ideas can be had by gestures, signs, signals, speech or writing. People are said to be in communication when they discuss some matter, or when they talk on telephone, or when they exchange information through letters. Basically, communication is sharing information, whether in writing or orally.
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Effective communication is all about conveying your messages to other people clearly and unambiguously. It's also about receiving information that others are sending to you, with as little distortion as possible. In fact, communication is only successful when both the sender and the receiver understand the same information as a result of the communication.
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: First, information exists in the mind of the sender. This can be a concept, idea, information, or feelings. : Next, a message is sent to a receiver in words or other symbols. ã : lastly, the receiver translates the words or symbols into a concept or information that he or she can understand. m
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During the transmitting of the message, two elements will be received: content and context. is the actual words or symbols of the message which is known as language - the spoken and written words combined into phrases that make grammatical and semantic sense. We all use and interpret the meanings of words differently, so even simple messages can be misunderstood. And many words have different meanings to confuse the issue even more. mis the way the message is delivered and is known as paralanguage - it is the non verbal elements in speech such as the tone of voice, the look in the sender's eyes, body language, hand gestures, and state of emotions (anger, fear, uncertainty, confidence, etc.) that can be detected. Although paralanguage or context often cause messages to be misunderstood as we believe what we see more than what we hear; they are powerful communicators that help us to understand each other. Indeed, we often trust the accuracy of nonverbal behaviors more than verbal behaviors. Some leaders think they have communicated once they told someone to do something, "I don't know why it did not get done. I told Jim to do it." More than likely, Jim misunderstood the message. A message has NOT been communicated unless it is understood by the receiver (decoded). How do you know it has been properly received? By two-way communication or feedback. This feedback tells the sender that the receiver understood the message, its level of importance, and what must be done with it. Communication is an exchange, not just a give, as all parties must participate to complete the information exchange.
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The basis of communication is the interaction between people. Verbal communication is one way for people to communicate face-to-face. Some of the key components of verbal communication are sound, words, speaking, and language mmm
m m m m There are basically two types of verbal communication:ñm Oral-which means spoken words ñm Written-which means in written form à m m m Nonverbal communication can be best defined as the procedure of communicating with a person or party without using any form of speech to grab an audience attention or to exploit a message. Non verbal communication is often used to make an expression of a thought or thoughts and make your message more appealing and interesting to whom you are speaking.
m m m m m 1) You can communicate with someone who is hard of hearing of deaf. 2) You can communicate at place where you are supposed to maintain silence. 3) You can communicate something which you don't want others to hear or listen to. 4) You can communicate if you are far away from a person. The person can see but not hear you. 5) Non-verbal communication makes conversation short and brief. m
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) You can save on time and use it as a tool to communicate with poeple who don't understand your language.
m m m m m 1) You can not have long conversation. 2) Can not discuss the particulars of your message 3) Difficult to understand and requires a lot of repetitions. 4) Can not be used as a public tool for communication. ) Less influential and can not be used everywhere. 7) Not everybody prefers to communicate through non-verbal communication. 8) Can not create an impression upon people/listeners.
m m mm What are the types of nonverbal communication? There are 5 types of nonverbal communication; the 5 types of nonverbal communication are the following: m m à m m ! "m # m$m% m& m ' m ( m m
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m This helps to regulate the flow of communication. It signals interest in others and increases the speaker's credibility. People who make eye contact open the flow of communication and convey interest, concern, warmth, and credibility. m Smiling is a powerful cue that transmits happiness, friendliness, warmth, and liking. So, if you smile frequently you will be perceived as more likable, friendly, warm and approachable. Smiling is often contagious and people will react favorably. They will be more comfortable around you and will want to listen more.
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" If you fail to gesture while speaking you may be perceived as boring and stiff. A lively speaking style captures the listener's attention, makes the conversation more interesting, and facilitates understanding. m m m You communicate numerous messages by the way you talk and move. Standing erect and leaning forward communicates to listeners that you are approachable, receptive and friendly. Interpersonal closeness results when you and the listener face each other. Speaking with your back turned or looking at the floor or ceiling should be avoided as it communicates disinterest. Cultural norms dictate a comfortable distance for interaction with others. You should look for signals of discomfort caused by invading the other person's space. Some of these are: rocking, leg swinging, tapping, and gaze aversion. Speaking can signal nonverbal communication when you include such vocal elements as: tone, pitch, rhythm, timbre, loudness, and inflection. For maximum teaching effectiveness, learn to vary these six elements of your voice. One of the major criticisms of many speakers is that they speak in a monotone voice. Listeners perceive this type of speaker as boring and dullm
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mm m m m)m* m Anything that prevents understanding of the message is a barrier to communication. Many physical and psychological barriers exist: m
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)m )m mm We allow our past experiences to change the meaning of the message. Our culture, background, and bias can be good as they allow us to use our past experiences to understand something new, it is when they change the meaning of the message that they interfere with the communication process. m Equipment or environmental noise impedes clear communication. The sender and the receiver must both be able to concentrate on the messages being sent to each other. & m Focusing on ourselves, rather than the other person can lead to confusion and conflict. The "Me Generation" is out when it comes to effective communication. Some of the factors that cause this are defensiveness (we feel someone is attacking us), superiority (we feel we
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know more that the other), and ego (we feel we are the center of the activity). m If we feel the person is talking too fast, not fluently, does not articulate clearly, etc., we may dismiss the person. Also our preconceived attitudes affect our ability to listen. We listen uncritically to persons of high status and dismiss those of low status. m Distractions happen when we focus on the facts rather than the idea. Our educational institutions reinforce this with tests and questions. Semantic distractions occur when a word is used differently than you prefer. For example, the word chairman instead of chairperson, may cause you to focus on the word and not the message. m Bright lights, an attractive person, unusual sights, or any other stimulus provides a potential distraction. m We take it for granted that the impulse to send useful information is automatic. Not true! Too often we believe that certain information has no value to others or they are already aware of the facts. m People do not see things the same way when under stress. What we see and believe at a given moment is influenced by our psychological frames of references - our beliefs, values, knowledge, experiences, and goals.
+m In today's competitive business environment, social skills and proper etiquette can mean the difference between finding and winning the job of your career and standing still in your career. The confidence of knowing you can hold your own in any social setting, from the white-knuckled nervousness of a first interview to a casual business lunch, can change the way people perceive and judge you. The key to proper business etiquette is: "Do unto others as they would want you to do unto them." To be successful in the business world, a person must use proper verbal etiquette. One important aspect of verbal etiquette is a proper introduction. Every day we encounter people in a variety of business and social situations. The way we meet and greet them creates lasting impressions and paves the way for a productive encounter. Introductions project information. Besides the obvious elements of name, title, and affiliation, an introduction conveys a level of respect and reflects how the person making the introduction views the other person's status. Mastering the art of the introduction will help put you and the people you are introducing at ease. Learning the basics - and they are not very difficult - is the first step.
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Basic points to remember when making introductions: m
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The most important point about introductions is to always make them, even if you can't remember names. Failing to do so causes embarrassment and discomfort. If given a choice, most people would prefer you to make the introduction incorrectly, even if you forgot their name, rather than stand there unacknowledged and disregarded. A second important point in any introduction is the order of names. The name of the person being introduced is mentioned last, and the person to whom the introduction is made is mentioned first. In a business setting, introductions are based on power and hierarchy. Simply, persons of lesser authority are introduced to persons of greater authority. Gender plays no role in business etiquette; nor does it affect the order of introductions.
Another important aspect of verbal etiquette is the way in which people address others in a business setting. Once introduced, improperly addressing superiors, colleagues, customers and clients, or subordinates at future meetings may create tension and will create a negative impression. Generally, it is appropriate to address subordinates and others with whom an informal relationship has been established by their first name. In formal relationships, or when the relationship status is unknown, it is necessary to refer to the individual using the appropriate gender-specific title. When gender-specific titles are necessary, use Mister (Mr.) to address men, Misses (Mrs.) to address married women, and Miss (Ms.) to address women who are single or whose marital status is unknown. Following are more specific rules for addressing others in business settings: m
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: Always address superiors with the appropriate gender-specific title, unless he/she gives express permission to do otherwise.
: It is generally accepted procedure to address colleagues by first name. Exceptions arise when the relationship is formal or unfamiliar. : If the superior has established an informal relationship with the subordinate, use of first names is appropriate. If the relationship is formal or unfamiliar, the appropriate gender-specific title is necessary.
m m : Most relationships with clients or customers are formal, dictating appropriate gender-specific titles. Occasionally, though, an amiable relationship has been established and would allow the use of first names.
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A third aspect of business etiquette is proper telephone procedure. Since much of today¶s business is done over the phone, using correct telephone etiquette is more important than ever. Lasting impressions may be formed during and after telephone conversations, and business people, in order to be successful, must maintain a positive impression. This dictates that people use proper telephone etiquette. There are seven different aspects of telephone etiquette to consider. " m m +mm Identify yourself, with your first and last name, when answering the phone. Return phones calls within 24 hours, and apologize if the call is late. Identify yourself when you place a call. Say your name, the company, business or department you represent. Then state the nature of your call. If you do not identify yourself, expect to be asked and do not take offense. Ã m, m m +mm Don¶t hover outside a coworker¶s office or cubicle waiting for him or her to finish up a phone call. Leave, and try again later. Don¶t listen in on coworkers¶ phone conversations. If you share office space with someone, this may be unavoidable, but try to keep busy while the person is talking ± and never comment on what you¶ve just overheard! ! m mm Outgoing messages should include your name and company name. If applicable, mention the job you handle to prevent having to route the message to someone else. Let the caller know how to reach a live person in an emergency. Keep your outgoing message current. If you¶re going to be out of the office, your message should say so. When you go away, state the date you¶ll m
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be back and whether or not you¶ll be calling in for messages, or whom to contact in your absence. # m
- mm Unless you are expecting an urgent call and say so, it¶s impolite to continually put the person to whom you¶re speaking on hold while you take another call. Say, "I have another call, can you hold just a second?" Take the other call, explain you¶re on another line and will call back shortly. Then quickly return to your first caller. ' m mm Although a speakerphone is a great convenience when several people need to participate in a conference call, in a two-person conversation, it often annoys or offends the person whose voice is broadcast. Use it sparingly, and always tell the person on the other end that a speakerphone is being used. Try to avoid using it with a client. ( m
m mm Try to remove yourself from a public area to a quiet corner of the room so as not to bother others. If you must make or take a call, keep it short and as discrete as possible. . m m m m mm Make sure it¶s for a good reason, such as pulling the person¶s file or answering another line. Ask the person if he or she will hold, and wait for a response rather than assuming the answer is yes. Never keep a caller on hold for more than a minute. If you have to take longer than that, return to the person and tell them that you absolute have to take a few minutes longer, and ask if she wouldn¶t prefer that you call her back." When you return to the caller, thank them for holding.
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