PRINCIPLES OF EFFECTIVE COMMUNICATION Dr SARLA VERMA Dr

PRINCIPLES OF EFFECTIVE COMMUNICATION Dr. SARLA VERMA Dr. B. R. Ambedkar Polytechnic College Gwalior dr_sarlaverma@rediffmail. com

SKILLS AND COURSE OUTCOMES • ENGLISH IS A LANGUAGE • COMMUNICATION IS AN ART COMPRISING OF A SET OF SKILLS – L S R W LISTENING READING SPEAKING WRITING • These SKILLs are DEVELOPED BY PRACTICE ONLY dr_sarlaverma@rediffmail. com

MODULE (unit) Objectives : • After this module you will be able to : • Define and understand the process of communication • Understand verbal and non-verbal communication • Recognize various channels of communications • List and use Principles of Effective Communication • List and overcome Barriers in Communication dr_sarlaverma@rediffmail. com

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TYPES OF COMMUNICATION dr_sarlaverma@rediffmail. com

WHAT IS EFFECTIVE COMMUNICATION? SENDER RECEIVE UNDERSTAND ACCEPT USE GIVE FEED BACK/RESPONSE dr_sarlaverma@rediffmail. com

PRINCIPLES OF EFFECTIVE COMMUNICATION • • • PURPOSE CLARITY CONCISENESS/BREVITY CONCRETENESS DIRECTNESS COURTESY • • • dr_sarlaverma@rediffmail. com CONSIDERATION CORRECTNESS SIMPLICITY COMPLETENESS I-YOU ATTITUDE POSITIVE ATTITUDE

1. PURPOSE IS DERIVED FROM 1. The response expected from the receiver. 2. All professional communication aims at building and maintaining good professional relations which also remains an underlying purpose. dr_sarlaverma@rediffmail. com

2. CLARITY Clarity of purpose and clarity of response desired, brings clarity of thought and clarity of expression. Use familiar but exact words. Make short sentences. Place one main idea in one sentence. dr_sarlaverma@rediffmail. com

3. CONCISENESS/PRECISION/ COMPACTNESS/BREVITY Communication must be short and precise to be meaningful. • Use minimum possible words, • Short sentences instead of long and complex – (17 to 20 words) • Avoid repetition. dr_sarlaverma@rediffmail. com

BREVITY – Use Single word In many cases often On the event of if at a later date later For the purpose of for In addition to Besides, as well as, also In order to to On a regular basis regularly dr_sarlaverma@rediffmail. com

BREVITY/ CONCISENESS at an early date soon at the present time now Period of one month One month Enclosed herewith please find…. Will you kindly I have enclosed I wish to state. . Tell/write Due to the fact because Keeping in view considering please dr_sarlaverma@rediffmail. com

BREVITY --Example There is no doubt as to whether this course will be helpful in improving communication skills of diploma students. This course will undoubtedly help improving communication skills of diploma students. dr_sarlaverma@rediffmail. com

BREVITY--Example • A car has four wheels. It is self-running. A car runs on petrol. It runs fast on smooth roads. • A car is a four-wheeled vehicle, using petrol as fuel. It runs fast on smooth roads. dr_sarlaverma@rediffmail. com

4. CONCRETENESS Use exact and accurate expressions with clear and single meaning. Avoid vague, ambiguous, abstract and figurative expressions. dr_sarlaverma@rediffmail. com

VAGUE EXPRESSIONS Astronomical price Very high Early morning Hot Very rich very fast speed Soon Furniture Motor is slow CONCRETE (better) for Rs 70 thousand 80 m high 5 a. m. 100 degree Celsius A millionaire Speed of 200 km/hour By 7 p. m. Tuesday A wooden office table Motor speed is 400 rpm dr_sarlaverma@rediffmail. com

EXAMPLES • This call centre works three times a day, one group of employees joins after the other has left. • This call centre works in three shifts. (better) • We work round the clock on all the seven days of the week. • We work 24 * 7. (better) dr_sarlaverma@rediffmail. com

CONCRETENESS Examples The main tower is sky high. The main tower is 140 m high. (concrete) That was a horrible accident, biggest tragedy that one could ever imagine. So many lives were lost. (figurative, vague) The bus had a major accident due to the land slide in which out of 60 passengers, 48 got killed including the driver. Nine passengers were severely injured and hospitalised. The bodies of some passengers are yet to be recovered. (concrete) dr_sarlaverma@rediffmail. com

More examples • The price of washing machine is very high. • The price of washing machine is Rs. 50, 000. --- accurate and concrete • The function of this office is the collection of payments and compilation of records. • This office collects payments and compiles records. ( Use verbs to suggest action) dr_sarlaverma@rediffmail. com

5. DIRECTNESS Communicate in a straight forward manner, be frank (candid) and honest in expression. Come to the point. Avoid roundabout, indirect expression and repetition. dr_sarlaverma@rediffmail. com

DIRECTNESS- EXAMPLES • Use ACTIVE VOICE (it is direct and forceful) • This factory was established in 2010. • Reliance established this factory in 2010. (better) • The interior of this office was designed by Sarita. • Sarita designed the interior of this office. dr_sarlaverma@rediffmail. com

More Examples Use passive only when it is necessary. • The courier man delivered the parcel late. • The parcel was delivered late. (better) • No one has repaired the machine yet. • The machine has not yet been repaired. (better) dr_sarlaverma@rediffmail. com

5. COURTESY Purpose of all communication is to build good relations and to maintain them. Courtesy makes the relationship smooth. Use polite expressions, Acknowledge and appreciate prompt and positive response with regards and Accept and apologize for the inconvenience caused by you. Etiquettes and polite language help in reducing frictions. dr_sarlaverma@rediffmail. com

6. CONSIDERATION • Empathize with the receiver by showing faith and trust in him and also by showing concern and being sensitive towards issues that are of common interest. • Trust and Believe your receiver. dr_sarlaverma@rediffmail. com

COURTESY - EXAMPLES • We have received your cheque. Thank you for your cheque. (better) • You failed to send… We have not received…. . (better) • You claim that you didn’t receive the refund we sent you. We are sorry to learn from your letter that you did not receive the refund sent. (better) dr_sarlaverma@rediffmail. com

COURTESY AND CONSIDERATION • We are sorry if you were inconvenienced. • We are sorry that you were inconvenienced. We appreciate your promptness in sending the goods. Will you please look into the matter at once. dr_sarlaverma@rediffmail. com

7. CORRECTNESS Communicate using correct expressions, correct syntax, correct grammar and spellings and correct punctuation. The meaning will automatically be correct. While speaking ensure correct expression, correct pronunciations, voice modulation and intonations. dr_sarlaverma@rediffmail. com

8. SIMPLICITY Using simple and common words makes understanding easier. Use simple and short sentences instead of long and complex sentences. dr_sarlaverma@rediffmail. com

Use simple words facilitate Help nevertheless but emoluments salary Initiate start Obtain get procure get Imitate/emulate copy profoundly deeply utilise use dr_sarlaverma@rediffmail. com

SIMPLICITY -EXAMPLE • A safety valve is used so that steam may escape from the boiler. • A safety valve allows the steam to escape from the boiler. -----better • Flux is a substance which is added to metal to assist its melting. • Flux is a substance added to a metal to assist its melting. --better dr_sarlaverma@rediffmail. com

9. COMPLETENESS Proper organization with effective beginning, logical development of thought and effective closing sentences along with providing all information that is necessary makes the communication complete. dr_sarlaverma@rediffmail. com

10. ‘I’ – ‘You’ Attitude Though all official communication is impersonal and objective, but addressing your receiver as ‘You’ suggests greater and personalized involvement of the Receiver. Similarly using ‘I’ for self, brings in the sense of responsibility and accountability. dr_sarlaverma@rediffmail. com

I – You Attitude • The matter is under active consideration…. • We are sincerely looking into the matter… --better • This course will help people who want to learn English. • This course will help you to learn English. ---better dr_sarlaverma@rediffmail. com

I-You attitude Your complaint has been forwarded for necessary action. I am sending a service engineer to attend your complaint. --better We are always sorry whenever a customer complains of delay in our services. We are sorry for the delay in attending your request. ----better dr_sarlaverma@rediffmail. com

I-You Attitude Examples • We are happy to announce that we will be arranging virtual classes to enable the students to understand concepts and clarify doubts with the help of teachers of our colleges. • You will be able to understand clarify your doubts with the help of your teachers in the virtual classes. dr_sarlaverma@rediffmail. com

Do not use You in negative situation • You failed to enclose your cheque of fees with the envelop. • You did not enclose the demand draft of Rs 50. Better say : • The cheque was not enclosed. • The envelop we received did not have a cheque. dr_sarlaverma@rediffmail. com

11. POSITIVE ATTITUDE Positive Attitude Having concern and consideration for the receiver generates respect and receptivity for the communicator hence always have positive attitude for others. dr_sarlaverma@rediffmail. com

POSITIVE ATTITUDE-EXAMPLES • Thank you for your letter. Cheque was not enclosed and we cannot execute the order. • Thanks for your order for 20 Bajaj ceiling fans. Please send a cheque of Rs 5000 as advance payment so that we can execute your order. dr_sarlaverma@rediffmail. com

Response to an Application In reference to your application for the post of Programmer you are kindly informed that there is no vacancy as on date. Hence your application can not be considered and is rejected. ----negative dr_sarlaverma@rediffmail. com

We are glad to receive your application for the post of Programmer. Thanks for showing interest in our company. We are sorry to inform you that the post has been temporarily filled for six months only by one of our trainees. We are keeping your application for future reference whenever there is a vacancy. --improved dr_sarlaverma@rediffmail. com

Response to a Leave Application In reference to your Application for oneweek-leave, you already know that it is festive season’s peak load and no leave should be expected during this period. Your leave application is hence rejected. ----negative and unsympathetic dr_sarlaverma@rediffmail. com

In reference to your leave application I do understand your requirement of one-week’s leave must be genuine, but I hope you realize that it is peak season for our business due to Diwali festival. Also out-station staff has to be allowed leave for their distant families and home. Hence we will be short of people. In the interest of our business, I would appreciate if you could postpone and reschedule your leave to any time in the next month. Please inform. …. improved dr_sarlaverma@rediffmail. com

Avoid saying/writing • • Thanking you in advance esteemed favour we remain…. or I remain… kindly inform and oblige duly received/ duly noted Okay (overused expression) You know (overused expression, filler) dr_sarlaverma@rediffmail. com

Avoid saying/writing • • are in receipt of As the case may be In this matter Beg to say Permit me to say / Let me say Attached herewith please find Due to this fact Kind of, sort of, (over used expression) dr_sarlaverma@rediffmail. com

Improve your expression I wish to apply for …. I am applying for…… (better) We provide health insurance to all employees. You receive health insurance as a full time employee of Hindustan Motors Ltd. (better) • It is impossible to open an account for you today. • We shall be happy to open an account for you as soon as your signature card reaches us. (better) • • dr_sarlaverma@rediffmail. com

SUMMARISE • • • PURPOSE CLARITY CONCISENESS/BREVITY CONCRETENESS DIRECTNESS COURTESY • • • dr_sarlaverma@rediffmail. com CONSIDERATION CORRECTNESS SIMPLICITY COMPLETENESS I-YOU ATTITUDE POSITIVE ATTITUDE

THANKS dr_sarlaverma@rediffmail. com