Effective Communication

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“In 2000 AD and beyond instead of
traditional factors of production –
land, labour and capital, knowledge
and technology will become the
critical factors. The winners will be
the economies with the necessary
skills and the losers will be nations
who lack them.”
 
- Peter Drucker

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“People cannot be developed; they can only
develop themselves. For while it is possible
for an outsider to build a man’s home, an
outsider cannot give the man pride and self-
confidence in himself as human being. Those
things a man has to create in himself by his
own actions. He develops himself by what he
does; he develops himself by making his own
decisions by increasing his understanding of
what he is doing, and why; by increasing his
own knowledge and ability, and by his own
full participation – as an equal in the life of
the community he lives in”.
 
Julius Nyerere
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Communication may not save us, but without
communication we will not be saved.”

William F. Berkeley 

Communication is the secret of adjustment of

compatibility.”

Communication is the life-blood of an 4

 WHY TEAMS ARE GOOD

• TEAMS INCREASE PRODUCTIVITY

• TEAMS IMPROVE COMMUNICATION
• BETTER USE OF RESOURCES
• TEAMS ARE MORE CREATIVE & MORE EFFICIENT
AT SOLVING PROBLEMS
• TEAMS MEAN HIGHER QUALITY DECISIONS
• TEAMS MEAN IMPROVED PROCESS
• TEAMS ARE INTEGRATIVE
 WHAT MAKES TEAM WORK
• Right Size
• Right Reason
• Open Channel of Communication
• Organizational Culture
• Mutual Respect
• Common Vision
• Clear Mission
• Positive Thinkers
• Trust in others
• Agreement of Cause
• Fiercely independent and intensely collaborative
• Leadership
INDIVIDUAL PERFORMANCE FACTOR IN TEAM

PERFORMANCE =
Individual X Work X Organisation
Attribute Effort Support
(Capacity to (Willingness to (Opportunity
Perform) to Perform to Perform)

Individual Attribute

Work Effort Organization Support

ORGANIZATIONAL COMMUNICATION
1. Organizational
communication occurs within
a complex open system
Environment which is influenced by and
influences its environment.
Organization
2. Organizational communication
involves messages, their flow,
People purpose, direction and medium.
Messages
3. Organizational communication
involves people, their attitudes,
feelings, relationships and skills.
Organization
4. Organizational communication is
Environmen the flow of messages within a
network of independent
t
relationships.

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 CHARACTERISTICS OF EXPERIENTIAL
LEARNING
* LEARNING IS BEST CONCEIVED AS A
PROCESS, NOT IN TERMS OF OUTCOMES
 

* LEARNING IS A CONTINUOUS PROCESS

 
GROUNDED IN EXPERIENCE
* LEARNING IS AN HOLISTIC PROCESS OF
ADAPTATION TO THE WORLD
 

* LEARNING INVOLVES TRANSACTIONS

BETWEEN THE PERSON AND THE
ENVIRONMENT
 

* LEARNING IS THE PROCESS OF CREATING

KNOWELDGE
 

“LEARNING IS THE PROCESS WHEREBY

KNOWLEDGE IS CREATED THROUGH THE 9
 25 COMMON EMOTIONS WHICH

MOTIVATE PEOPLE
1. TO MAKE MONEY 2. TO SAVE MONEY
 

3. TO SAVE TIME 4. TO AVOID EFFORT

 
5. FOR COMFORT 6. FOR HEALTH
 
7. FOR CLEANLINESS 8. TO ESCAPE PHYSICAL
PAIN
 
9. FOR PRAISE 10. TO BE POPULAR

11. TO ATTRACT THE 12. TO CONSERVE

POSSESSIONS
OPPOSITE SEX
 
13.FOR ENJOYMENT
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 25 COMMON EMOTIONS WHICH
MOTIVATE PEOPLE

14.TO GRATIFY CURIORITY 15. TO PROTECT FAMILY

 
16.TO BE IN STYLE 17. FOR BEAUTIFUL
POSSESSIONS
 
18.TO SATISFY IN BUYING 19. TO EMULATE OOTHERS
 
20.FOR SAFETY IN BUYING 21. TO AVOID CRITICISM
 
22.TO BE INDIVIDUAL 23. TO PROTECT REPUTATION
 
24. TO TAKE ADVANTAGE OF 25. TO AVOID TROUBLE
OPPORTUNITIES

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 A TYPICAL EXAMPLE OF
COMMUNICATION DISTORTIONS
Operation Halley’s Comet
A Colonel issued the following directive to his
Executive Officer:
 

Tomorrow evening at approximately 2000 Halley’s

Comet will be visible in this area, an event which occurs
only once every 75 years. Have the men fall out in the
battalion area in fatigues, and I will explain this rare
phenomenon to them.
 

In case of rain, we will not be able to see anything, so

assemble the men in the theater and I will show them
films of it.
 

Executive Officer to Company Commanders:

 

By order of the Colonel, tomorrow at 2000, Halley’s

Comet will appear above the battalion area. If it rains,
fall the men out in fatigues, then march to theater where
this rare phenomenon will take place, something which 12
Company Commander to Lieutenant:
 
By order of the Colonel in fatigues at 2000
tomorrow evening, the phenomenal Halley’s Comet will
appear in the theater. In case of rain, in the battalion
area, the Colonel will give another order, something
which occurs once every 75 years.
 
Lieutenant to Sergeant:
 
Tomorrow at 2000, the Colonel will appear in the
theater with Halley’s Comet something which happens
every 75 years. If it rains, the Colonel will order the
Comet into the battalion area.
 
Sergeant to Squad:
 
When it rains tomorrow at 2000, the phenomenal
75-year-old General Halley, accompanied by the Colonel,
will drive his Comet through the battalion area theater
in fatigues. 13
 PERCEPTION FORMATION AND ITS EFFECT ON
THE COMMUNICATION TRANSACTION

CULTURAL CONTEXT

PAST EXPERIENCE INFORMATION FORCES

PROCESS OF PERCEPTION FORMATION INTROSPECTION

SELECTIVITY HUMAN INTERACTIONS

ORGANISATION:
POSITION, JOB,
INTERPRETATION REWARDS,
PUNISHMENTS

PEER GROUP:
COMPETITION, STRESS,
CLOSURE POWER

PERCEPTUAL FIELD PHYCHOLOGICAL FIELD

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 COMMUNICATION PERCEPTION
1. HOW I SEE MYSELF
 
2. HOW I SEE YOU
 
3. HOW I THINK YOU SEE ME
 
4. HOW YOU SEE YOURSELF
 
5. HOW YOU SEE ME
 
6. HOW YOU THINK I SEE YOU

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 HOW TO ORGANISE YOUR PRESENTATION
It is a good idea to start by developing
objectives. Once this is done you need to assess
AVOI the audience thoroughly. You must complete these
steps before you separately brainstorm the main
D points and the sub-points of your presentation. If
THIS it’s a persuasive presentation, then you also must
decide what the benefits are. You then gather
factual information and prepare an outline of your
presentation. Also prepare any visual aids,
handouts and notes you will need. And don’t
forget to practise!

This chart is more effective when it is set up as

follows:
HOW TO ORGANISE YOUR PRESENTATION
1. Develop objectives
THIS 2. Assess the audience
IS 3. Brainstorm the main ideas and sub-points
4. Prepare visual aids, handouts and notes
BETTE 5. State the benefits (in a persuasive
R presentation)
6. State main ideas in preview and review
sentences
7. Develop the introduction and conclusion 16
 TIPS FOR EFFECTIVE SPEECH
DELIVERY
1. YOUR POISE AND POSTURE
 
2. YOUR GESTURE
 
3. YOUR EYE CONTACT
 
4. YOUR VOICE MODULATION
 
5. YOUR ENTHUSIASM
 
6. YOUR CONFIDENCE 

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 Effective Speaking
“The man who can think and does not know how to express what he
thinks is at the level of him who cannot think”
-Pericles
1. Dr Paul Rankin of the Ohio State University – People are spending
75% of their working time in verbal communication. Of this :

9% in writing
16% in reading
30% in speaking, and
45% in listening
(- 1927 study)
2. Three factors in speech

- The speaker
- How he speaks
- What he speaks

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3. Developing the speaking skill

- A sense of urgency
- An understanding of the benefits
- Basic principles
- Sufficient practice based on these principles
- Forming positive habits
- Continual self-development
- ABC theory of driving skill
4. Nervous tension

- Why do people feel nervous?

- Turn nervous tension into an asset
5. Proper practice is the key to all skills development.

6. Logical approach to effective speaking

a. Determine Speech Purpose

- to stimulate (inspiration, emotional arousal)
- to convince (belief, intellectual agreement)
- to actuate (definite observable action)
- to inform (clear understanding)
- to entertain (interest an enjoyment)
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b. Analyze the audience and occasion
- audience (size, age, sex, education, occupation, knowledge of
subject, attitudes, primary interests and desires)
- Occasion (purpose of gathering, rules and customs, what will
precede or follow, physical conditions)
c. Selection of subject

- a subject the speaker knows

- a subject that is interested to the speaker
- a subject that is interesting to audience
- a subject that can be understood by the audience
- a subject that can be adequately covered within the allotted
time.

d. Gathering the materials required for speech

- personal experience
- interviews
- printed materials
- letters & questionnaires
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- broadcasts, etc.
 e. Making an outline (A plan of action)
f. Converting thoughts into words
g. Preparation for effectiveness

7. Personality of the speaker

- relaxation (physical, mental)
- rhythm (emphasis, accent / pitch, rate and pause)
- a direct approach to audience
- a sense of communication
- being conversational
- using one’s individuality
- sincerity, earnestness & enthusiasm

8. Conviction

- `con’ means within and `viction’ means to conquer.

RKS/NAARM/2004

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EFFECTIVE PRESENTATION TECHNIQUE
1. GIVE YOUR LISTENERS TO HELP THEM FOLLOW YOUR IDEAS
 

2. DOIN’T START OFF ON THE WRONG FOOT

 

3. KEEP YOUR CONCLUSION SHORT

 

4. BE ALERT TO YOUR AUDIENCE

 

5. MAINTAIN EYE CONTACT WITH THE AUDIENCE

 

6. VARY THE SPEED AT WHICH YOU TALK

 

7. MAKE SURE THAT EVERY ONE IN THE ROOM CAN HEAR

 

8. USE NATURAL GESTURES

 

9. AVOID PUTTING YOUR HAND NEAR YOUR FACE

 

10. USE PAUSES EFFECTIVELY

 

11. TALK FROM NOTES RATHER THAN FROM A SCRIPT

 

12. ELIMINATE BAD HABITS

 

13. NEVER MEMORISE YOUR PRESENTATION

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 BE A LEADER

A leader’s job often includes changing people’s

attitudes and behaviour. Some suggestions to accomplish
this:

PRINCIPLE 1. BEGIN WITH PRAISE AND APPRECIATION

2. CALL ATTENTION TO PEOPLES MISTAKES

INDIRECTLY

3. TALK ABOUT YOUR OWN MISTAKES BEFORE

CRITICISING THE OTHER PERSON

4. ASK QUESTIONS INSTEAD OF GIVING DIRECT

ORDERS

5. LET THE OTHER PERSON SAVE FACE

6. PRAISE THE SLIGHTEST IMPROVEMENT AND
PRAISE EVERY IMPROVEMENT. BE “HEARTY IN
YOUR APPROBATION AND LAVISH IN YOUR
PRAISE”

7. GIVE THE OTHER PERSON A FINE REPUTATION TO 23

 Four Roles of Leadership
Leadership is communicating to people their worth and potential so
clearly that they come to see it in themselves.

Modelling Inspires trust without expecting it

(Personal Moral Authority)
Path finding Creats order without demanding it
(Visionary Moral Authority)
Aligning Nourishes both Vision and Empowerment
without Proclaiming them
(Institutional Moral Authority)
Empowering Unleashes human potential without externally
motivating it.
(Cultural Moral Authority)
Leadership without the discipline of execution is incomplete and
ineffective. Without the ability to execute, all other attributes of
leadership become hollow.
Source : The 8th Habit, Stephen R. Covey, 2004
RKS/NAARM/2005
Moral Authority and Servant Leadership
The Level 5 Hierarchy
Good to Great – Jim Collins

Level 5 Executive
Level 5 Builds enduring greatness through a paradoxical
combination of personal humility plus professional will.

Effective Leader
Level 4 Catalyzes commitment to and vigorous pursuit of a clear
and compelling vision; stimulates the group to high
performance standards

Competent Manager
Level 3 Organizes people and resources towards effective and
efficient pursuit of predetermined objectives

Contributing Team Member

Level 2 Contributes to the achievement of group objectives;
works effectively with others in a group setting

Highly Capable Individual

Level 1 Makes productive contributions through talent,
knowledge, skills and good work habits
Source : The 8th Habit, Stephen R. Covey, 2004.
RKS/NAARM/2005
 Levels of Initiative or Self Empowerment

Taking initiative is a form of self-empowerment. No formal leader

has empowered you. The organizational structure has not
empowered you. Your job description has not empowered you.
You empower yourself based on the issue or the problem or the
challenge at hand. You exercise the appropriate level of initiative
or self empowerment.
Graphic Representation

LEVELS OF INITIATIVE / SELF-EMPOWERMENT

Trust

Do it
Do it and report periodically

Do it and report immediately

Trustworthiness

I Intend to
Make recommendation
Ask
Wait until told

Source : The 8th habit by Stephen R. Covey 2004, N.Y. Simon and Schuster
 SIX WAYS TO MAKE PEOPLE LIKE YOU
PRINCIPLE 1
BECOME GENUINELY INTERESTED IN OTHER PEOPLE.
 

PRINCIPLE 2
SMILE
 

PRINCIPLE 3
REMEMBER THAT A PERSON’S NAME IS TO THAT
PERSON THE SWEETEST AND MOST IMPORTANT SOUND
IN ANY LANGUAGE
 

PRINCIPLE 4
BE A GOOD LISTENER. ENCOURAGE OTHERS TO TALK
ABOUT THEMSELVES.
 

PRINCIPLE 5
TALK IN TERMS OF THE OTHER PERSON’S INTERESTS.
 
PRINCIPLE 6
MAKE THE OTHER PERSON FEEL IMPORTANT AND DO
IT SINCERELY.
Source: Dale Carnegie/How to Win
Friends and Influence People, 1982
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  GET WHAT YOU WANT OUT OF
LIFE
- Robert Megarvey
We all have dreams
Here’s how to make them come true

* DEFINE YOUR OBJECTIVE

* PUT IT ON PAPER
* MAP YOUR STRATEGY
* SET A DEADLINE
* COMMITT YOURSELF
* DON’T FEAR FAILURE
* PERSIST, PERSIST
* IT’S NEVER TOO LATE

This is the power of goals: they can give us new energy,

new direction, a purpose we might have lacked and they
can perhaps help us get the most out of life.
 
Source : Readers Digest, August 1992
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Whoever makes two ears of corn, or
two blades of grass to grow, where
only one grew before, deserves
better of mankind and does more
essential service to his country…..”
 
- JONATHAN SWIFT
GULLIVERS TRAVELS

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 Take Time
Take time to think;
It is the source of power.

Take time to read;

It is the foundation of wisdom.

Take time to play;

It is the secret of staying young.

Take time to be quiet;

It is the opportunity to seek God.

Take time to be aware;

It is the opportunity to help others
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 Take Time
Take time to love and be loved;
It is God's greatest gift.

Take time to laugh;

It is the music of the soul.

Take time to be friendly;

It is the road to happiness.

Take time to dream;

It is what the future is made of.

Take time to pray;

It is the greatest power on earth

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