Mustafa Jamal Nasser

COMMUNICATIONS COMMUNICATIONS ➢ ➢ ➢ ➢ ➢ ➢ ➢ ➢ ➢ ➢ ➢ What is communication, its type / mode? What is miscommunication and effective communication? How communication will help in business? Office communication and sales? How to improve communication skill? Communication in PMS / Legacy? Employee and employer communication and its boundary? Client and company communication and its limitation? Communication with Authority – what can be discussed? What are the important ‘C’s of communication? Communication barrier and how we can overcome? COMMUNICATIONS What is communication ? Communication (from Latin commūnicāre, meaning "to share"[1]) is the act of conveying intended meaning from one entity or group to another through the use of mutually understood signs and semiotic rules. Communication is simply the act of transferring information from one place to another or many places and from one person to another person or many even the groups. The desired outcome or goal of any communication process is understanding. The different categories of communication include: Spoken or Verbal Communication: face-to-face, telephone, radio or television and other media. Non-Verbal Communication: body language, gestures, how we dress or act - even our scent. Written Communication: letters, e-mails, books, magazines, the Internet or via other media. Visualizations: graphs and charts, maps, logos and other visualizations can communicate messages. COMMUNICATION PROCESS COMMUNICATION PROCESS MISCOMMUNICATION & EFFECTIVE COMMUNICATION Miscommunication is a failure to get a message across or lack of clear communication. When you leave a message for someone and it doesn't get recorded properly, this is an example of a miscommunication The three types of miscommunication are: Misunderstanding. Non-Understanding. Misinterpretation. Effective communication is the glue that helps you deepen your connections to others and improve teamwork, decision making, and problem solving. It enables you to communicate even negative or difficult messages without creating conflict or destroying trust. EXAMPLE MISCOMMUNCATION CONSEQUENCES OF POOR COMMUNCATION MISCOMMUNICATION & EFFECTIVE COMMUNICATION Effective communication paths Ineffective communication paths Effective Communication Fast Facts Effective Communication Fast Facts Modern days Communication Communication Guys vs Girls COMMUNICATION IN BUSINESS Effective communication is critical to any organization and can help it in many ways. In fact, communication plays a role in product development, customer relations, employee management - virtually every facet of a business' operations. Employees are a key audience because they often serve as the conduit to other audiences. If employees are informed and engaged, communications with other constituencies are likely to be strong as well. Learning how to effectively communicate with others while choosing the right words can literally make or break your growth in the marketplace. If you are a business owner, having the ability to communicate and point out small successes to your employees is a vital key for long-term success. If you are an employee, knowing how to become a more skilled communicator will increase your value to the company and marketplace OFFICE COMMUNICATION & SALES Because the art of selling is so dependent on persuasive and believable information exchange, salespeople must be effective communicators. Great communication is not simply what is conveyed, but how it is conveyed and how choice rhetoric, info and body language can drive relationships and sales. ➢ LISTEN: Listening can help you perceive: ▪ Answers that give insight into the prospect’s needs, values, motivations or budget. ▪ Changes in the prospect’s tone or mood. ▪ Buzz words that signal resistance or openness to closing. ▪ Excitement or hostility toward the company or the salesperson. ➢ FOCUS ON SOLUTIONS. ➢ READ BODY LANGUAGE. ➢ MATCH PROSPECT’S TONE. ➢ GREET AND DEPART PROPERLY. COMMUNICATION SKILL – HOW TO IMPROVE There are specific things to do that can improve your communication skills: ❖ Listen, listen, and listen. ... ❖ Who you are talking to matters. ... ❖ Body language matters. ... ❖ Check your message before you hit send. ... ❖ Be brief, yet specific. ... ❖ Write things down. ... ❖ Sometimes it's better to pick up the phone. ... ❖ Think before you speak… ❖ Treat every one equally… ❖ Maintain a positive attitude and smile… ❖ Read more to gain knowledge on the subject… ❖ Validate other person’s thought and feelings…. COMMUNICATION SKILL – HOW TO IMPROVE COMMUNICATION SKILL – HOW TO IMPROVE COMMUNICATION SKILL – PMS / LEGACY At this moment: ▪ It’s below average, only one way. People only reply when asked question. ▪ Same routine things need to repeat and repeat again. ▪ Lack of interest in communication particularly related to office / business. ▪ Really don’t bother if company is doing well as long he / she receives pay in time. ▪ No dream to come up in life / to have a better future. ▪ Contended enough with routine life, no variation / . ▪ Do not love challenges and only a time keeper and not goal oriented. We need to improve : ▪ To understand the effective communication and establish within company and with clients / customers / competitors etc. ▪ Be a very good listener is the key of communication. ▪ To find a solution / ease up the situation. ▪ Try to see the bigger picture in the long run. ▪ Have a very positive attitude for communication. ▪ Always remember communication starts with YOU. COMMUNICATION SKILL MODEL – PMS / LEGACY IMPORTANCE OF EMPLOYEE / EMPLOYER COMMUNICATION Internal communication is vital to a successful company. The communication that occur between the employer and its employees directly effects the company’s overall productivity. No matter what kind of business it is, communicating with employees is essential to people management. Establishing and maintaining effective lines of communication with employees can help a business enormously in many ways. Good communication from an employer can help motivate their staff, help deliver quality customer service and help cultivate a strong team of workers. Every business deals with both planned and unplanned change. The ability of the business to navigate change successfully relies heavily on whether employees know employer expectations and understand the business and its goals. Communication promotes employee dedication to the company. Employees are more motivated. Regular talks among employers and employees lets them know they are a valued part of a team. If employers can demonstrate to their employees that the company depends on their input, they will feel a sense of responsibility for the company’s goals and success. IMPORTANCE OF EMPLOYEE / EMPLOYER COMMUNICATION Employers can often times over look the value of their employees. Open lines of communication allow employees to provide potentially useful information they have to employers. Because employees do a lot of the “field work,” they have a better idea of customer trends and changes. Any bit of feedback can have a significant difference in the success or failure of a business. Communication between employers and their employees can come in many forms. Some forms of communication are internal newsletters, bulletin boards, intranet and email. The most important thing for an employer to keep in mind is that communication works both ways. Communication is a full-time responsibility for an employer and employee in order to have a healthy and well orchestrated business team. As a result the overall company will be much more structurally sound. Therefore, effective, positive, and frequent communication with the employees should be the main focus of any successful business. CLINET AND COMPANY COMMUNICATION Carefully select the most appropriate channel, hone your messaging skills, and carefully consider your client needs and Your communication skills with client will improve significantly. ➢ ✓ ✓ ✓ ✓ ✓ ✓ ✓ ✓ ✓ Be friendly. Establish a human connection. Be sensitive to your client’s comfort zone. Leverage your company brand. Understand communication channels ….. And when to use them. Priorities quality over quantity. Add a personal touch. Ask question’s and clarify. Use your knowledge to every one’s advantage. Follow up promptly. COMMUNICATION WITH AUTHORITY Authority is the right to perform or command. It allows its holder to act in certain designated ways and to directly influence the actions of others through orders. To deal with various authorities please remember: o Listen carefully. o Maintain your self confidence. o Use Empathy. o Work to understand the business authorities. o Mind your manners. o Apologies when appropriate. o Don’t take it personally. o Show respect. o Control your nerves. o Avoid defensiveness. Different types of barriers. How to overcome communication barriers Over coming barriers of effective communication IMPORTANT ‘C’ OF COMMUNICATION COMMUNICATIONS