1-introduction.ppt
- 3. CITY UNIVERSITY OF SCIENCE AND INFORMATION TECHNOLOGY, PESHAWAR
- 4. Principles of Effective Communication By; Engr.Dr. Attaullah Shah
- 5. Quotes about communication Those who listen well to what is said and follow the best of it,they are the ones whom Allah has guided,they are the people of intelligence. (Surat az-Zumar, 18) “The single biggest problem with communication is the illusion that it has taken place.” ― George Bernard Shaw “Constantly talking isn't necessarily communicating.” Charlie Kaufman “The most important thing in communication is to hear what isn't being said.” ― Peter Drucker “When the trust account is high, communication is easy, instant, and effective.” Stephen R. Covey, The 7 Habits of Highly Effective People When we change the way we communicate, we change society” Clay Shirky
- 6. Think like a wise man but communicate in the language of the people. William Butler Yeats We have two ears and one mouth so that we can listen twice as much as we speak. Epictetus Communication is the real work of leadership. Nitin Nohria he way we communicate with others and with ourselves ultimately determines the quality of our lives. Anthony Robbins “Talk is free but the wise man chooses when to spend his words.” Neil Gaiman The first problem of communication is getting people's attention.Chip Heath, “Mend your speech a little, Lest you may mar your fortunes.” Shakespeare “Writing, the art of communicating thoughts to the mind through the eye, is the great invention of the world….. Abraham Lincoln
- 7. 7 THE QUALITY OF YOUR LIFE IS THE QUALITY OF YOUR COMMUNICATION ~ BOTH WITH YOURSELF & OTHERS
- 8. "You are not only responsible for what you say, but also for what you do not say." – Martin Luther
- 9. Words Are Energy Never use words like defeats, failure & problem. Always talk of “Hope, Belief, Faith, Victory & Success.” When you use a Positive word, a wave of Positive word, engulfs you, raising your Energy Levels & Putting you in a “Winning Frame of Mind.” Words are Energy use them in your favour!!
- 10. "Kind words can be short and easy to speak, but their echoes are truly endless." - Mother Theresa of Calcutta
- 11. 5 January 2023 11 Why is communication important ? • Inspires confidence • Builds respect • Helps make friends • Reveals your ability to others • Develops a distinct personality
- 12. “This is a common view from engineers. What are your thoughts? “As an engineer, my job is just to develop the best technical solution. So why do I need communications skills? “
- 13. Engineers as Communicators: The Perception The fact is, many engineering students and practicing engineers prioritize technical skills over communication skills That is a mistake and they will find out communication skills are every bit as essential as technical skills if engineers want to be fully effective in their jobs and have successful careers
- 14. Engineers as Communicators: The Reality The reality is that in the engineering fields that effective communication skills are crucial to success in the workplace. In a recent survey conducted by ASME (American Society of Mechanical Engineers) of both society members and nonmembers in engineering related positions, respondents said: “Communication skills — such as business writing, technical writing, public speaking, and presentation preparation — are crucial for success as engineers work in and among more varied groups.
- 15. Views on the Importance of Communication “COMMUNICATION – the human connection – is the key to personal and career success.” Paul J. Meyer, Businessman and Motivational Speaker “Good COMMUNICATION does not mean that you have to speak in perfectly formed sentences and paragraphs. It isn't about slickness. Simple and clear go a long way.” John Kotter, Harvard Professor and “Leading Change” Expert "Developing excellent COMMUNICATION skills is absolutely essential to effective leadership. The leader must be able to share knowledge and ideas to transmit a sense of urgency and enthusiasm to others. If a leader can't get a message across clearly and motivate others to act on it, then having a message doesn't even matter." Gilbert Amelio, President and CEO of National Semiconductor Corp.
- 16. Presentation Layout Communication and its components Barriers to communication 7 C’s of effective communication Listening comprehension Non verbal communication and body languaue
- 17. What is communication? What do you think communication is? How would you define it? Take a few moments to write down some of your thoughts…
- 18. Communication Communication is defined as the interchange of thoughts or opinions through shared symbols; e.g. language, words, phrases Some synonyms of the word communication are: message, directive, word, contact, commerce, communion, intercommunication, intercourse; converse, exchange, interchange, conversing, discussing, talking; conversation, discussion, talk, advice, intelligence, news, tidings
- 19. Why Study Communication? The Only Completely Portable Skill You will use it in every relationship You will need it regardless of your career path The “Information Age” The history of civilization is the history of information Language and written documents facilitate the transfer of information and knowledge through time and space
- 20. Why Study Communication? Your Quality of Life Depends Primarily on Your Communication Skills You Cannot Be Too Good at Communication People Overestimate Their Own Communication Skills
- 21. History of Communication Nonverbal: 150,000 years Oral: 55,000 years Written: 6,000 years Early writing: 4000 BC Egyptian hieroglyphics ( Use of symbols and pictures): 3000 BC Phoenician alphabet: 1500 to 2000 BC Book printing in China: 600 BC Book printing in Europe: 1400 AD
- 22. Four facets of communication There are four facets in all types of communication: Sender Receiver Information Behavior
- 23. The Communication Process Sensory Data Sensory Data Sender Receiver Filters Beliefs Values Questions & Metaphors Beh. Type State Filters Beliefs Values Questions & Metaphors Beh. Type State Decision- Making Message Channel The Bowman Communication Model, 1992-2003 Encoding Decision- Making Encoding
- 24. Four facets of communication In any communication: The Sender is the person trying to communicate a message The Receiver is the person at whom the message is directed A message is sent to convey information Information is meant to change behavior
- 25. Why we communicate • We communicate to: • Share our ideas and opinions • Provide feedback to others • Get information from others • Gain power and influence • Develop social relationships • Maintain self-expression and our culture • and other ideas you may have thought of
- 26. How we communicate We communicate and build interpersonal relationships through: Speech Writing Listening Non-verbal language Music, art, and crafts
- 27. Choosing your medium Depending upon the situation, one method of communication may be better than another. In person: one-to-one In person: meetings, small groups In person: presentations, large groups Letter Memo Note Email Voice mail
- 28. Choosing your medium To determine the best medium for your message determine: What you as the sender need to achieve What the receiver needs to know. What the receiver wants to know How detailed, important, and or personal the information in the message is Which behavior you want to influence and how
- 29. Choosing your medium How would you communicate… an organizational change in your unit the introduction of a new employee a change in someone’s job duties a reprimand notice of a meeting Take a few moments to write down some of your thoughts…
- 30. Choosing your medium The best way to communicate… an organizational change in your unit by memo and small group meetings the introduction of a new employee by group and one-on-one meetings a change in someone’s job duties by memo and one-on-one meeting a reprimand in a one-on-one private meeting notice of a meeting by memo and email
- 31. Barriers to communication Some common barriers to interpersonal communication include: Unclear process: The receiver and sender may not share the same language, slang, jargon, vocabulary, symbols Chain of command: There may be too many layers that a message passes through between sender and receiver Large size of an organization, geographic distance: Large numbers of receivers require good message sending methods Personal limitations: Physical and mental disabilities, and differences in intelligence and education may interfere with mutual understanding
- 32. Barriers to communication Additional common barriers to interpersonal communication include: Human nature: Peoples’ egos, prejudices, and traditions can get in the way Conflicting feelings, goals, opinions: If people feel on opposite sides of an issue they may not share Power: The idea that knowledge is power can lead to information hoarding and other ideas you may have thought of
- 33. Share your ideas to… State an opinion or position Give instructions or directions Announce a change Make presentations Participate in meetings Give information in emergencies Communicate the organizational mission, vision, and values and other ideas you may have thought of
- 34. Obstacles to sharing ideas… Your own shyness Fear of rejection Peer pressure Unorganized thinking Others possibly becoming defensive Physical disabilities (impaired sight, hearing, speech) Having to deal with aggressive people and others you may have thought of
- 35. Speak for yourself… To ensure your messages are clear, speak for yourself, not for others: Speaking for yourself sounds like: I, me, my… I think, I feel, I want to know that… Speaking for no one sounds like: It, some people, everyone, they decided… Speaking for others sounds like: We, you, John, Mary said…
- 36. SHARE your ideas – a model State the main point of your message Highlight other important points Assure the receiver’s understanding React to how the receiver responds Emphasize/summarize your main ideas
- 37. SHARE – an example State the main point of your message “I’d like to talk to you about the new employee welcome program”. Highlight other important points “We need to discuss the new schedule, locations, and presenters”. Assure the receiver’s understanding “Do you need me to further clarify how we are making invitations”? React to how the receiver responds “I understand your concern about parking”. Emphasize/summarize your main ideas “To wrap-up, I’ll develop the schedule and make the room reservations, if you can line up the guest speakers”.
- 38. More & Less Effective Listening Skills Passive, laid back Easily distracted Asks no question Has preconceptions Disregards information Assimilates information Keeps open mind Asks questions Pays attention Active, focused
- 39. Some Tips for Improving Written Communication Use simple words & phrases. Use short & familiar words Use personal pronouns (such as “you”) whenever appropriate. Give illustrations & examples; use charts. Use short sentences & paragraphs. Use active verbs, as in “Mgr plan…” Avoid unnecessary words.
- 40. 7 C’s of Effective communication For transmitting effective written or oral messages, Certain principles must be followed. These are sometimes called 7C,s. 1.Completeness 2.Conciseness 3.Clarity 4.Correctness 5.Consideration 6.Courtesy 7.Concreteness
- 41. 1.Completeness Every communication must be complete and adequate. Incomplete messages keep the receiver guessing, create misunderstanding and delay actions. Every person should, therefore, be provided with all the required facts and figures. For example, when factory supervisor instructs workers to produce, he must specify the exact size, shape, quality and cost of the product. Any assumptions behind the messages should also be clarified. While answering a letter, all the questions raised in the letter must be replied. Tips Provide all necessary information Answer all questions asked Give something extra when desirable
- 42. 2.Conciseness Be brief and be able to say whatever you have to say in fewest possible words without sacrificing the other C qualities. Conciseness is desired because of the following benefits: A concise message saves time and expense for both sender and receiver. Conciseness contributes to emphasis; by eliminating unnecessary words, you let important ideas stand out. When combined with a “you-view”, concise messages are inherently more interesting to recipients as they avoid unnecessary information. Tips: Eliminate wordy expressions Include only relevant material Avoid unnecessary repetition
- 43. 3. Clarity Clarity means getting your message across so the receiver will understand what you are trying to convey. You want that person to interpret your words with the same meaning you have in mind. Accomplishing that goal is difficult because, as you know, individual experiences are never identical, and words have different meanings to different persons. Tips: Choose short, familiar, conversational words Construct effective sentences and paragraphs. Achieve appropriate readability (and listenability). Include examples, illustrations, and other visual aids, when desirable.
- 44. 4. Correctness 1Right level of language and accuracy of facts, figures and words. If the information is not correctly conveyed, the sender will lose credibility. Transmission of incorrect information to outsiders will spoil the public image of the firm. To convey correct messages, grammatical errors should also be avoided. You should not transmit any message unless you are absolutely sure of its correctness Tips Use the right level of language Check accuracy of figures facts and words Maintain acceptable writing mechanics
- 45. 5.Consideration Consideration means that you prepare every message with the recipient in mind and try to put yourself in his or her place. Try to visualize your readers (or listeners)—with their desires, problems, circumstances, emotions, and probable reactions to your request. Then handle the matter from their point of view This thoughtful consideration is also called "you-attitude," empathy, the human touch, and understanding of human nature. Tips: Focus on You instead of I and We Show audience benefits Emphasize positive pleasant facts
- 46. 6. Courtesy Courtesy stems from sincere you-attitude. To be courteous, considerate communicators should follow these suggestions regarding tone of the communications. • Be sincerely tactful, thoughtful, and appreciative. • Omit expressions that irritate, hurt, or belittle. • Grant and apologize good-naturedly.
- 47. 7. Concreteness Communicating concretely means being specific, definite, and vivid rather than vague and general. The following guidelines should help you compose concrete, convincing messages Tips Use specific facts and figures. Put action in your verbs. Choose vivid, image-building words.
- 48. Getting good information Why is it necessary to get good information from others? Take a few moments to write down some of your thoughts…
- 49. The power of listening The philosopher Epictetus stressed the power of listening in this quote: “Nature gave us one tongue and two ears so we could hear twice as much as we speak.”
- 50. Listen actively Prepare to listen by focusing on the speaker Control and eliminate distractions so that you can focus on the message. Don’t do anything else (writing, reading, email) but listen Establish appropriate eye contact to show interest See listening as an opportunity to get information, share another’s views, and broaden your own knowledge
- 51. Listen actively Create a need to listen by thinking about what you can learn from the speaker Set aside the time to listen so that you won’t feel rushed or become distracted by other responsibilities Don’t prejudge the message based on who is delivering it. Focus instead on the content of the message. Monitor the way you listen by asking yourself questions such as “Did I really pay attention or was I thinking about what I was going to say next”? “Was there information I missed because I allowed myself to become distracted”?
- 52. Obstacles to giving constructive feedback Separating the person from the problem Others becoming defensive or angry Fear of negative consequences (especially if the other person is a supervisor) Dealing with potential conflict (especially if the other person is aggressive) Avoiding hurt feelings Preserving relationships Not having all the facts and jumping to conclusions Choosing the right time so that the other person is most receptive and other ideas you may have thought of
- 53. Body language Nonverbal communication, known as “body language” sends strong positive and negative signals. This is how much it influences any message: Words 8% Tone of voice 34% Non-verbal cues 58% Message 100%
- 54. Body language includes… Face Figure Focus Territory Tone Time Each of these is described in the following slides…
- 55. Body language - face Face includes: Your expressions Your smile or lack thereof Tilt of the head; e.g., if your head is tilted to one side, it usually indicates you are interested in what someone is saying What message are you sending if someone is presenting a new idea and you are frowning?
- 56. Body language - figure Figure includes: Your posture Your demeanor and gestures Your clothes and accessories such as jewelry What message are you sending if you are dressed casually at an important meeting?
- 57. Body language - focus Focus is your eye contact with others The perception of eye contact differs by culture. For most Americans… Staring makes other people uncomfortable Lack of eye contact can make you appear weak or not trustworthy Glasses may interfere or enhance eye contact What message are you sending if you are looking at other things and people in a room when someone is speaking to you?
- 58. Body language - territory Territory focuses on how you use space. It is also called proxemics. The perception of territory differs by culture. Most Americans are comfortable with an individual space that is about an arm’s length in diameter, Muslims feel warmth when they embrace. What message are you sending if you keep moving closer to a person who is backing away from you?
- 59. Body language - tone Tone is a factor of your voice Pitch is the highness or lowness of voice Volume is how loud your voice is Emphasis is your inflection What message are you sending if during a disagreement you start speaking very loudly?
- 60. Missed communication As Purchasing ordered it. As the Art Dept. designed it. As the Supervisor implemented it. As the Manager Requested it. As Marketing wrote it up. What the Employee really wanted!
- 61. Course Outline Paragraph writing, Practice in writing a good, unified and coherent paragraph Essay writing CV and job application Translation skills Study skills Skimming and scanning, intensive and extensive, and speed reading, summary and précis writing and comprehension Academic skills, Letter / memo writing and minutes of the meeting, use of library and internet recourses Presentation skills: Personality development (emphasis on content, style and pronunciation)
- 62. Engineering / Business Ethics: Need and objectives for code of ethics and its importance, Types of ethics, involvement and impact in daily life, Problems / conflicts / dilemmas in application (case studies), Sexual Harassment / discrimination in the workplace: a) why it occurs, b) myths regarding sexual harassment, c) how to deal with it, d) gender equality e) respect etc. Codes of conduct: Code of Pakistan Engineering Council, Code for Gender Justice, Brief study of other codes of conduct.
- 63. 1. Ellen, K. 2002. Maximize Your Presentation Skills: How to Speak, Look and Act on Your Way to the Top, Prima Lifestyles - 2005 2. Hargie, O. (ed.) Handbbook of Communications Skills, Routledge 3 Mandel, S. 2000. Effective Presentation Skills: A Practical Guide Better Speaking, Crisp Publications 4. Mark, P. 1996. Presenting in English. Hove: Language Teaching Publications.
- 64. Class Rules All classes are mobile free. Timely submission of Assignments is mandatory and if not turned in when due, the student may be graded negatively. Individual homework means individual effort. This must be reflected in the work. Verbose presentations will be discouraged. Individual innovative thinking and case studies will be high appreciated. There will be surprise quizzes, in addition to scheduled quizzes. Please keep on reading your emails daily to find any new classroom instructions. Latecomers will be considered/marked as absent in the class. Class sanctity is top most in our agenda while class is in session. All volunteers who present new ideas in the class will be highly encouraged. Reference to journal publications will be highly valued in the assignments.