Effective Communication

&
Report Writing Workshop
ACADEMY
Effective Communication

Presented By
Hassan Salisu
Sesssion’s Objectives

• Define communication ;
• Describe the different types of
communication as well as the process and
To enable techniques of communication;
participants: • Identify the barriers to effective
communication; and
• Apply effective communication in executing
work plans and strategies
Presentation Outline

Introduction

Definition

Process and Techniques

Barriers

Exercises

Conclusion
 Introduction
As a Supervisor/Manager, why are you interested in
communication?
 Introduction
You are interested in:-
o Action
o Change
o Effectiveness
o Results
 Introduction
 Communication is a basic function of
Supervisors/Managers:-
o All managerial activities will fail if Managers
are unable to transmit their ideas to others
orally, in writing or non-verbally
o Communication is used to
-inform, persuade, and motivate others to
achieve goals & objectives
 Definition
•What is communication?
 Definition
i. A process of ideas and images of one person
transmitted to another
ii. A process of getting in contact with people
for purposes of passing or obtaining
information, ideas, facts, opinions and
feelings
iii. Ideas and information must lead to common
understanding
 Communication Process
 Communication Model:
1. MESSAGE- Once idea, feeling, or image is encoded, it is sent
to the receiver.
2. SENDER- Translates mental images, feelings, and ideas into
symbols to communicate them to the RECEIVER, or called
ENCODING.
3. ENCODING -Verbal or nonverbal, right words.
4. RECEIVER - Consider lifestyle, age, cultural background,
environment, poor listening habits, must decode message.
5. DECODING- Translating the symbols received from sender
6. FEEDBACK
 Types of Communication
Public Communication
oProcess of understanding &
oSharing meaning with a large number of
people
Types of Communication
Intrapersonal
Communication

Process of sharing &

understanding that
occurs within a
person.

It is internal
communication

It includes internal
problem solving,
resolution of internal
conflict, planning for
the future, evaluation
of oneself & others
 Types of Communication

Process of It includes
understanding & interviews with
sharing between your Manager,
Interpersonal
oneself and at Spouse, Child or
Communication
least one other Teacher and small
person e.g. To group
solve problems communication
Methods of Communication
Physical
Presence
Sensory:
Absence, Sound,
Silence. Touch,
Odour

Body
Environment, Signals
Surroundings. and
Symbols
Speech,
Writing
 Process and Techniques
 What is good communication?

Good Communication

Appropriate Listening
Empathy
Media Skills
 Components of Good Communication

• What is empathy?

• What is appropriate media?

• How can you be said to have good listening
skills?
Empathy
“The ability to
understand the
emotional make-up
of other people.”

Ability to take
other’s perspective

Caring attitude
 Components of Good Communication

• What is appropriate media?

• How can you describe a person who is

said to have good listening skills?

 Components of Good Communication
Levels of listening
Level 1. Ignoring
Level 2. Pretend Listening
Level 3. Selective Listening- Hearing only what interests you.

Level 4. Attentive Listening Paying attention and focusing

on what the speaker says and
comparing it to your own
experience.
Level 5. Empathic Listening Listening and responding with
both the heart and mind to truly
understand, realizing that every
person has a right to feel as
they do.
 Components of Good Communication
• Listening Skills
Ways to improve listening skills
Stop talking
Teach yourself to concentrate
Take time to listen
Listen with your eyes
 Components of Good Communication
• Listening skills
Ways to improve listening skills
 Listen to what is being said, not only how it is being said
 Suspend judgment
 Do not interrupt the speaker
 Remove distractions
 Listen for both feeling and content
• Analogy...
• The maxim that we have two ears and one mouth may
indicate that we need to listen more and speak less.
 The Principal Channels
i. Written
ii. Oral
iii. Non-verbal
iv. Grapevine
 Principal Channels: Written
Advantages Disadvantages
• Provides written record and • Takes time to produce
evidence of dispatch • Can be expensive
• Capable of relaying • Too formal and distant
complex ideas • Can cause problem of
• Provides analysis, interpretation
evaluation and summary • Instant feedback not
• Disseminates information to possible
dispersed receivers • Difficult to modify
• Forms basis of contract or
agreement
 Principal Channels: Oral
Advantages Disadvantages
• Direct medium • More difficult to hold
• Advantage of proximity and ground in the face of
usually both sender and opposition
receiver can be assessed • More difficult to control
• Allows for instant feedback when too many people are
• Easier to convince or present
persuade • No time to think things out
• Allows for contribution and • No written record or
participation of all present evidence
• Disputes could arise.
 Principal Channels: Non-verbal
Advantages Disadvantages

• Reinforces oral • May be difficult to interpret

communication • Requires additional skill of
• Provides additional visual comprehension
stimulus • No time for evaluation
PRINCIPAL CHANNELS: GRAPEVINE
Advantages Disadvantages

• Moves fast • Distortion is prevalent

• Easily believed • May be false
 Communication Techniques
• Supervisors/Managers must seek answers to such
questions as:
What is to be Factual information
communicated? Information about opinion
and attitude of stakeholders

How is it to be Verbally
communicated? Non-verbally

What to expect? Compliance

Change
 Communication Techniques
 Communication has to be direct in order to
be effective
 Effective communication depends on
outcome from the respondent: i.e. The
respondent is able to:-
i. Understand the message fully; and
ii. Gives clear answer
Communication Barriers
Communication Barriers: Class Exercise

How will you handle

Why is good
speaking to someone
communication lacking
who does not speak
in many organizations?
English language well?
 Communication Barriers
• Lack of the will to communicate
information [why do they need to
know?]
• Lack of awareness of the need to
communicate information [Management
thinks people already know]
• Channels and media do not exist[or not
used appropriately]
 Communication Barriers: contd.
• Supervisors/Managers not playing their
roles in effective communication
• Human limitations [physical or mental
disability]
• Organizational climate
 Communication Barriers: contd.
• Technical problems
• Leadership attitude
• Age, Sex, Class, Status,
• Race, Religion; and
• Temperamental differences.
Guidelines for speaking to someone who
does not speak English language well
Do not shout
 Talk distinctly and slowly
Emphasize key words
Let the listener read your lips
Use printed words and pictures
Do not use slang or jargon
 Organize your thoughts
Guidelines for speaking to someone who does
not speak English language well: contd.
Choose your words carefully
 Construct your sentences to say exactly what
you want to say
 Observe body language carefully
 Try to pronounce names correctly
 Ask for feedback to determine understanding
 Communicating Work Plan

• What is a work
plan?
 Communicating the Work Plan
• The work plan [the job to be carried out –
why, how, when, who ….. ] can be executed
successfully only if stakeholders:
1. Understands
2. Accepts, and
3. Acts on information transmitted
• Communication is determined by the act of
the recipient.
 Communicating Work Plan: contd.

• Responsibility of the message/plan being

received and understood rests with the
Supervisor/Manager
• Reward of effective communication is in the
achievement of results [the goals and
objectives stated in the work plan]
 Communicating Work Plan [Template]
What When Who How Responsible Audiences
Who Project
Team
 Communicating Work Plan: contd.

 What will be communicated?

• The Plan/ Work
• Why the Plan/ Work?
• How will it be implemented?
• Who will be involved?
 Communicating Work Plan: contd.
What will be communicated[contd.]?
• How they will be involved?
• When they will be involved?
• What resources will be required?
• The milestones, their setting, reviews and at
what intervals?
 Class Discussion and Review.

Effective communication is used as a tool to:

Assist Supervisors
and Managers to
Get every employee
Get feedback and implement their
to understand
suggestions from strategies and work
company goals and
employees. plan.
work towards it.
Conclusion

Supervisors and
Managers should
see communication
as an integral part
of achieving
organizational
objectives.
Thank You