Advanced Business Communication Skills IDS batch 2.pptx

advanced business communication

1. www.blueoceanacademy.com Business Communi c a tion Skills July , 202 4

2. Introduction to Business Communication Skills

3. Importance of Communication in Business: 3

4. Strategic Communication Planning 4

5. Strategic Communication Strategic communication refers to an approach through which businesses communicate the best message via the right channels, at the best time, to the correct individuals or organizations. Moreover, it involves using the feedback obtained through this process to remain focused on achieving the organizational goals. Organizations need to use this approach as it enables them to effectively particular targeted messages, values, and goals, to key people to fulfill the set objectives. This may include managing a certain crisis or shaping the opinion of the public. Besides making messages visible to audiences, such an approach helps in promoting responsibility, reliability, accountability and building and maintaining longstanding relationships with clients. Note that this approach can also help prevent the circulation of wrong information.

6. Developing a Strategic Communication Plan Steps to create a communication plan : Identifying your target audiences Crafting key messages Selecting communication channels Implementing and monitoring the plan 7

7. Key elements of strategic communication Planning : Let's start by setting the stage for each communication campaign. This means nailing down exactly what you want to achieve, figuring out who needs to hear your message, and making sure the content fits the audience perfectly. Then, pick the right time and place to deliver this message and line up the resources to make it all happen without a hitch. Message development : Here's where you get creative. Craft messages that not only reflect your brand's identity and meet your strategic goals but also grab your audience's attention. Keep things clear and to the point, use a consistent style that people will start to recognize as yours, and tweak your content to play well across different platforms and channels.

8. Key elements of strategic communication Stakeholder engagement : This is all about knowing who really matters to your plan. Identify the key players, understand what makes them tick, and come up with ways to keep them engaged—whether through direct conversations, exciting events, or interactive digital content. It's about building and keeping strong relationships that are based on trust and mutual benefit, while also pulling valuable insights and feedback from these interactions. Measurement of communication outcomes : You can't manage what you don't measure. Set up specific metrics to check how well your strategies are working. Use surveys, analytics, and feedback forms to collect data, then dive into that data to see if you're really hitting your marks. If not, be ready to tweak your approaches to keep improving.

9. Difference between strategic communication and general communication Unlike general communication, which may be ad-hoc and operational, strategic communication is always planned with specific objectives in mind . It focuses on long-term impact and integrates seamlessly with an organization's strategic vision, rather than just dealing with day-to-day information exchanges.

10. The purpose and benefits of strategic communication Aligning communication with organizational goals : Every message you send is a stepping stone towards greater brand visibility and deeper market penetration . It’s all about strategic alignment—ensuring your communications bolster the overarching strategy of your organization. Enhancing brand reputation and credibility : When you stick to a consistent and strategic message, you don’t just maintain your brand’s image; you enhance your standing in the marketplace . It's about being a reliable voice that your audience trusts. Improving stakeholder engagement and relationships : Effective communication strategies help you build and deepen relationships with all your key players—investors, customers, and your own team members. It's crucial for nurturing trust and loyalty

11. The purpose and benefits of strategic communication Facilitating change management : Change is a constant in business, and strategic communication is key in managing it. By clearly communicating what's coming, you help everyone adjust smoothly and keep them on board with new directions. Optimizing resource allocation : By deploying smart communication tactics, you ensure that your messages are delivered efficiently to the right people through the most effective channels. This not only saves resources but also amplifies your impact.

12. Examples of strategic communication Product launches: When Apple releases a new iPhone, their strategic communication involves an accurately planned event, targeted ads, and synchronized social media campaigns designed to generate buzz and inform potential customers about new features. This unified approach ensures a cohesive message across all channels, maximizing impact and consumer engagement.

13. Crisis management Consider a company facing a product recall. Strategic communication in this scenario involves immediate, transparent, and consistent communication to the public and stakeholders through press releases, social media, and direct communications. The goal is to manage the narrative, maintain trust, and mitigate damage to the brand.

14. Change management When Microsoft decided to purchase LinkedIn, both companies used strategic communication to ease the transition for their employees, customers, and partners. This involved clear internal memos, external press releases, and Q&A sessions with executives to address concerns and highlight the benefits of the merger.

15. Public awareness campaigns Non-profits often use strategic communication to change public perception or behavior. For instance, a campaign to promote smoking cessation might include partnerships with healthcare providers, testimonials in various media formats, and engagement on social media platforms, all aimed at creating a persuasive message that resonates across diverse audiences.

16. Group Activity 17 Develop a strategic Communication Plan Identify your audience Craft key messages Select the Communication Channels

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18. Why is Communication Important? 1. Personal Relationships Expressing thoughts, sharing experiences, and actively listening create a bond of understanding and trust. Effective communication allows friends, and family members to navigate challenges, resolve conflicts, and celebrate shared joys, contributing to the resilience and richness of relationships. 2. Professional Success From job interviews to daily interactions at work, the ability to convey ideas clearly and collaborate effectively is paramount. A survey by the National Association of Colleges and Employers found that effective communication skills top the qualities employers seek in new hires. Strong communication enhances individual performance and fuels leadership qualities, teamwork, and career advancement. 19

19. Why is Communication Important? 3. Problem-Solving When faced with challenges, communication becomes a dynamic tool for finding solutions. Open and effective communication allows for exchanging ideas, perspectives, and insights, leading to more informed problem-solving and better decision-making. Teams that communicate well can tap into the collective intelligence of their members, fostering innovative approaches to complex issues. 4. Building Confidence As individuals become skilled communicators, they articulate their viewpoints effectively and develop a sense of assurance in their abilities. This newfound confidence extends beyond communication skills, positively impacting various aspects of life, from personal interactions to professional presentations and public speaking engagements.

20. What Is Leadership Communication Leadership communication skills are a dynamic, two-way process involving exchanging ideas, information, and emotions between a leader and their team. It encompasses verbal and non-verbal interactions to align individuals toward a shared vision and foster a positive and productive work environment. Leadership communication skills are not merely about transmitting directives but involve active listening, empathy, and the ability to adapt one’s communication style to resonate with diverse audiences. This serves as the bridge connecting leaders with their teams, fostering understanding, trust, and shared goals if you are in a leadership role or aspiring to be one.

21. The 5 Levels of Leadership

22. Group Activity Answer the following questions as Leaders of your group How am I Helping My Team? 1. How effective am I when supporting other team members in their work? 2. How effective am I on training and developing others? 3. How effective am I in giving feedback to others? 4. How effective am I in getting to know my team? What professional skills am I excellent at that I can teach to others? What life skills can I teach to others? What leadership skills do I excel at already that I can teach to others?

23. Traits of Successful Leaders

24. Skills to Be a Better Leader Strategic Thinking Developing a vision of where you want to be Planning and Delivery Planning how to achieve your vision and dealing with challenges along the way People Management Finding the right people and motivating them to work towards your vision Change Management Recognizing, responding and managing changes to your vision and plan Communication Working on the best ways to communicate your vision to others and listening to ideas Persuasion and Influence Encouraging others to help you achieve your vision by demonstrating its advantages

25. Leadership through Emotional Intelligence A leadership style that emphasizes the understanding and management of emotions, both in oneself and in others, to build effective relationships, inspire trust, and achieve positive outcomes.

26. Leadership through Emotional Intelligence Emotional intelligence (EI) is the ability to recognize, understand, and regulate emotions in oneself and others, and it plays a crucial role in successful leadership.

27. Leadership through Emotional Intelligence Leaders who demonstrate emotional intelligence are empathetic, self-aware, and skilled in managing their emotions and those of their team members.

28. Key Components of Leadership through Emotional Intelligence

29. Authenticity Authenticity is the cornerstone upon which trust is built, especially in your communication skills as a leader. Your authenticity speaks volumes as a leader, resonating with your team and stakeholders. In the words of the great American poet and essayist Ralph Waldo Emerson, “To be yourself in a world that is constantly trying to make you something else is the greatest accomplishment.” Authentic leaders are genuine, transparent, and true to their values. When your words align with your actions, and your decisions reflect a genuine commitment to your principles, you foster a culture to build trust. Authenticity is not about perfection; it’s about being real, acknowledging mistakes, and demonstrating a commitment to continuous improvement. In a world saturated with information, authenticity stands out. Team members appreciate leaders who are real and relatable. It creates a sense of connection that transcends hierarchical boundaries, fostering an environment where individuals feel comfortable expressing their thoughts and concerns.

30. Visibility – Form of Communication Leadership extends beyond the confines of the corner office, regarding your communication skills- it’s about being present and visible. Your physical and virtual presence sends powerful messages to your team. The former first lady of the United States, Michelle Obama, encapsulated this idea when she said, “You may not always have a comfortable life, and you will not always be able to solve all of the world’s problems at once but don’t ever underestimate the importance you can have because history has shown us that courage can be contagious, and hope can take on a life of its own.” Your visibility communicates accessibility, approachability, and a commitment to shared goals, signifying that you prioritize engaging with your team. Regular team meetings, town halls, or even a simple email exemplify that you strive to reinforce unity and a collective purpose. In the digital age, virtual visibility holds equal significance, indicating that you are accessible through social media platforms and internal communication channels. Leaders can foster a sense of community and inspire their teams by sharing insights, celebrating successes, and expressing gratitude.

31. Listening – A Powerful Skill Leadership is not a monologue; it’s a dialogue, especially if you are aiming to improve your leadership skills. The ability to listen actively is a hallmark of effective leadership. As the Chinese philosopher Confucius wisely stated, “To listen well is as powerful a means of communication and influence as to talk well.” Listening goes beyond hearing words; it involves understanding perspectives, acknowledging emotions, and valuing input. Leaders who listen convey respect and empathy, creating a culture where every voice is heard. This inclusivity fosters innovation, problem-solving, and a sense of belonging. Listening isn’t a passive activity; it’s an intentional and conscious effort to improve your ability to comprehend and connect. Leaders who prioritise listening cultivate stronger relationships with their teams. By seeking feedback, acknowledging concerns, and incorporating diverse viewpoints, leaders can make informed decisions that resonate with the group’s collective wisdom.

32. Shared Vision Communication serves as the vehicle for leaders to articulate their vision, serving as one of the essential tools to align their teams toward common goals. As the renowned management consultant Peter F. Drucker once noted, “The leader of the past was a person who knew how to tell. The future leader will be someone who knows how to ask.”

33. Team Motivation Inspirational communication is a potent tool for leaders, crucial in driving motivation and commitment within the organization. Effective leaders inspire their teams to reach new heights through speeches, team meetings, or one-on-one interactions. The power of motivation lies in the leader’s ability to connect with individuals on a personal and emotional level, igniting a collective passion for excellence within the organization.

34. Motivation Guidelines on motivating people 1- Share your vision and set clear goals Regularly  set clear and measurable goals  that are framed by a clear vision so that you and your teams can track progress and they are able to see their success in a tangible way 2- Learn what people want Every employee has a different motivation for why they work. Learning what employees want will help you formulate the next step when building motivation in the workplace.  3- Communicate with your staff Communication is a two-way street and you should make sure that there is a constant flow of communication between you and your employees. This way you can not only keep them up-to-date with what needs to be done but you can also listen to their ideas, opinions and feedback . Make sure you are available to contact and be open and approachable in your attitude to communication. 4- Promote Positive Employee Self Esteem Self-esteem has two essential components: Self-efficacy: Confidence in the ability to cope with life's challenges. Self-efficacy leads to a sense of control over one's life. Self-respect: Experience oneself as deserving of happiness, achievement, and love. Self-respect makes possible a sense of community with others.

35. Motivation Guidelines on motivating people 5- Encourage teamwork You can do this by regularly holding team-building exercises and opportunities for your team members to bond and get to know one another. 6- A healthy office environment Create a space that is enjoyable to work in and an office where your employees want to spend their time. Be conscious of privacy , noise , air quality , natural light , areas to relax and the ambience . And don't forget about your remote employees . They need just as much attention and support from your side to create a healthy work environment for them, too - even if their office is at home. 7- Give positive feedback and reward your team When employees achieve results, put in extra effort or do outstanding work make sure to tell them that you’re grateful and be specific in your praise. Reward your team for hard work, whether this in the form of  monetary rewards , gifts , bonuses  or more responsibility and independence . 8- Provide opportunities for development These opportunities should be tailored specifically  to suit the individual employee and can be in the form of further training , setting challenging targets , inviting an employee to shadow you or spending your own time teaching and mentoring somebody.

36. Conflict Resolution In the complex landscape of leadership, conflicts are inevitable, and they are often resolved through effective communication. Communication serves as a crucial instrument for resolving conflicts and misunderstandings. Leaders who excel in communication navigate through challenging situations by fostering open dialogue, encouraging constructive feedback, and finding common ground.

37. Building Trust Trust is the currency of effective leadership, and they are often established through transparent and honest communication among team members. When leaders communicate openly about challenges, successes, and decision-making processes, they establish credibility and integrity, laying the foundation for a positive and trusting work environment. The one proven method of trust building is using the Ethos, Pathos, Logos (EPL) technique.

38. Enhanced Decision Making Communication skills are intertwined with the decision-making process, making leaders who can effectively communicate their rationale behind decisions, involve team members in discussions, and consider diverse perspectives more likely to make informed and well-supported decisions. This collaborative approach not only strengthens decision outcomes but also fosters a sense of ownership among team members.

39. Change Management In a rapidly evolving world, leaders must navigate change with agility, and it is within this landscape that open-ended questions serve as an essential component in managing change effectively. Leaders who communicate the reasons for change, address concerns and provide a roadmap for the future instill confidence and resilience in their teams during times of transition. In essence, communication skills in your leadership are not a mere tool; it is the essence of leadership itself. Great leaders understand that their ability to communicate effectively directly influences their team’s performance, engagement, and overall success. In essence, communication skills in your leadership is not a mere tool; it’s the essence of leadership itself. Great leaders understand that their ability to communicate effectively, including utilizing open-ended questions, directly influences their team’s performance, engagement, and overall success.

40. Clarity And Conciseness Your leadership communication often falters when clouded by ambiguity, especially when conveying information to your employees. As Nobel laureate Albert Einstein aptly put it, “If you can’t explain it simply, you don’t understand it well enough.” Leaders must strive for clarity and conciseness, ensuring that their messages are easily digestible by diverse audiences. In the corporate world, the acronym KISS (Keep It Simple, Stupid) is a guiding principle for effective communication. Steve Jobs, the visionary co-founder of Apple, embodied this principle in his presentations, distilling complex ideas into simple, compelling narratives. Leaders inspired by Jobs should strive for clarity that resonates with everyone, from team members to stakeholders.

41. Emotional Intelligence Daniel Goleman, a pioneer in emotional intelligence, posited that “In a very real sense, we have two minds, one that thinks and one that feels.” Your leadership communication is incomplete without acknowledging the emotional dimension. Leaders who master emotional intelligence connect with their teams on a deeper level, fostering trust and loyalty. In the words of Theodore Roosevelt, “People don’t care how much you know until they know how much you care.” This sentiment encapsulates the essence of emotional intelligence in your leadership, emphasising the importance of empathy, self-awareness, and social skills.

42. Adaptability And Flexibility Leadership demands a versatile approach to communication. Different situations call for different communication styles. A leader must be adept at tailoring their messages to suit the audience and context, as highlighted by the ancient Chinese philosopher Lao Tzu: “To lead people, walk beside them.” Effective leaders recognise that one size does not fit all. They adjust their tone, body language, and message delivery to resonate with diverse personalities and situations. This adaptability fosters an inclusive environment where each team member feels understood and valued.

43. Open Communication Creating an atmosphere of open communication is a hallmark of effective leadership. Jack Welch, the former CEO of General Electric, once said, “Good business leaders create a vision, articulate the vision, passionately own the vision, and relentlessly drive it to completion.” This vision encompasses an environment where team members feel encouraged to share ideas and concerns. Effective leadership communication involves not only transmitting information top-down but also facilitating a bottom-up exchange of ideas. This culture of openness encourages innovation, problem-solving, and continuous improvement. It establishes a two-way street where leaders listen as much as they speak.

44. Non-Verbal Communication While words carry weight, non-verbal communication is equally powerful. Albert Mehrabian’s communication model suggests that only 7% of communication is verbal, while 38% is vocal (tone, pitch, speed), and a staggering 55% is non-verbal (facial expressions, body language). Leaders must be cognizant of these dynamics. Consider the words of former First Lady Eleanor Roosevelt: “To handle yourself, use your head; to handle others, use your heart.” Non-verbal cues, such as a genuine smile, a firm handshake, or maintaining eye contact, convey authenticity and build rapport. Leaders who master the art of non-verbal communication enhance their overall effectiveness.

45. Interpersonal conflicts: Arise from personal disputes among individuals, such as disagreements between co-workers over work styles or between friends over personal values. Two team members argue over the best approach to a project, each believing their method is superior. Intra-group conflicts: Occur within a group and affect its internal dynamics. These can stem from differing opinions on how a group project should be executed. A project team splinters into factions over the direction of the project, leading to reduced cooperation and strained relationships. Inter-group conflicts: Involve disputes between different groups or teams, often due to competition for resources or conflicting objectives. Sales and marketing teams clash over resource allocation, each accusing the other of jeopardizing the company’s goals. Organizational conflicts: Stem from structural or operational issues, such as conflicting departmental goals or misaligned incentives. A company’s production and quality assurance departments conflict over production speed versus quality control standards.

46. Improved relationships: Constructive conflict resolution builds trust and understanding among parties, strengthening professional and personal relationships. Enhanced problem-solving: Open, respectful communication during conflict resolution leads to innovative solutions that may not have been considered in a conflict-free environment. Increased productivity: Effective conflict resolution removes obstacles that impede progress, leading to greater efficiency and satisfaction in work outcomes. Greater organizational health: A culture that manages conflicts constructively experiences lower turnover rates, better employee morale, and a more cohesive work environment. Effective conflict management not only resolves disputes but also transforms potential obstacles into opportunities for growth and collaboration. By embracing these principles and strategies, individuals and organizations can create a more positive, productive, and stable environment equipped to handle the complexities of human interactions.

47. Negotiation Skills Negotiation is an indispensable skill in both professional and personal settings. It plays a critical role in conflict resolution and effective communication. Mastering negotiation skills enables individuals to reach agreements that benefit all parties involved, fostering collaboration and improving relationships. In this section, we explore the essentials of negotiation, including its definition, importance, and the critical skills required for successful outcomes. Negotiation is when two or more parties with differing needs and goals discuss an issue to find a mutually acceptable solution. It is used across various contexts, from business transactions and labour agreements to resolving familial or interpersonal conflicts. Effective negotiation helps prevent misunderstandings, builds stronger relationships, and leads to better solutions that satisfy all involved parties.

48. Negotiation Skills Problem-solving: Negotiation is a problem-solving process. It requires creativity in finding solutions that are acceptable to all parties. This involves thinking outside the box and being willing to consider alternative solutions that may not have been initially apparent. Decision-making: Effective negotiation requires timely and decisive decision-making. This involves analyzing information, balancing risks and benefits, and making choices that move the negotiation toward a resolution. Assertiveness: Being assertive means being able to firmly communicate your needs and rights without infringing on the rights of others. However, it’s equally important to remain flexible and open to compromise.

49. Preparing and Planning Both negotiation and conflict management require meticulous preparation and planning. This involves understanding the context of the dispute or negotiation, identifying the interests and goals of all parties involved, and anticipating potential challenges. In conflict management, preparation might include gathering facts about the dispute and understanding the emotional landscape of the parties. In negotiation, it involves understanding the negotiation landscape, the stakes involved, and the other party’s objectives. As Dwight D. Eisenhower famously said, “Plans are worthless, but planning is everything,” underscoring the importance of the planning process in any strategic scenario. Adequate preparation ensures that you enter negotiations or conflict resolutions with a clear strategy and objectives, improving the likelihood of a favorable outcome.

50. Clear Communication At the heart of both fields is the necessity for clear, concise, and effective communication. This includes articulating your own needs and viewpoints clearly and listening actively to others. In conflict management, poor communication can escalate misunderstandings into full-blown disputes, while in negotiation, a failure to communicate effectively can result in missed opportunities for agreement. A study by the American Management Association highlights that effective communication leads to a 50% reduction in conflict duration, emphasizing the efficiency gains from precise interactions. Techniques such as active listening, mutual understanding, and assertive communication are vital. These skills help prevent misinterpretations and foster an environment where all parties feel heard and understood, paving the way for effective problem-solving.

51. Emotional Intelligence Emotional intelligence is crucial for managing one’s own emotions and understanding the feelings of others in both negotiating and managing conflicts. High emotional intelligence allows individuals to approach negotiations and disputes with empathy, manage stress effectively, and remain calm under pressure. This capability is essential for maintaining a constructive atmosphere during discussions, even when tensions rise. For instance, recognizing when emotions might derail a conversation and addressing these emotions can prevent escalation and facilitate a more rational approach to problem-solving.

52. Focus on Interest rather than Position Both fields emphasize the importance of focusing on interests rather than positions. In conflict management, digging into the underlying interests helps reveal the real issues at stake beyond what is explicitly stated. Similarly, in negotiation, understanding the underlying motivations and needs of all parties allows for creating solutions that can satisfy deeper interests, leading to more durable and acceptable outcomes. Nelson Mandela’s negotiations to end apartheid are prime real-life examples of focusing on interests over positions, where he looked beyond the immediate political disputes to the broader need for peace and reconciliation in South Africa. This approach encourages all involved to move beyond their initial demands (positions) to the reasons behind these demands (interests), facilitating a more flexible and creative problem-solving process.

53. Seeking win – win outcome The aim in both negotiation and conflict management is often to achieve win-win outcomes where all parties feel they have gained something of value. This principle is about finding integrative solutions that do not merely compromise but optimize the outcomes for all involved. It involves identifying opportunities for synergy and mutual benefit. For example, in a workplace conflict over resource allocation, rather than dividing the resources equally identifying additional resources or alternate ways to enhance efficiency might satisfy all parties more effectively.

54. Respect and Fairness Studies show that perceptions of fairness in negotiation contribute significantly to the durability of agreements, underscoring the importance of equitable processes. A commitment to respect and fairness is fundamental. This means treating all parties with dignity, ensuring that the process is transparent, and the outcomes are fair. In both negotiation and conflict resolution, perceived fairness in the process can significantly influence acceptance of the outcome. Ensuring that each party’s views are considered and that the final agreement respects their fundamental interests is crucial for maintaining ongoing relationships and trust. Negotiators need a strong knowledge base and an understanding of the legal landscape and the other party’s interests. They can leverage the experience of their community, like colleagues or online forums, to refine their strategy. In some cases, government regulations influence the negotiation, requiring awareness of these frameworks.

55. Adaptability and Flexibility Lastly, both negotiation and conflict management require adaptability and flexibility. Being open to changing one’s stance and adapting strategies in response to new information or shifting dynamics is critical. This flexibility can lead to more innovative solutions and improve the agreements or resolution’s resilience over time. This flexibility was notably demonstrated in the Cuban Missile Crisis negotiations, where President Kennedy’s ability to offer a reciprocal removal of U.S. missiles from Turkey helped resolve what could have escalated into a catastrophic conflict.

56. Objective and Focus Negotiation Goals: The primary goal of negotiation is to find a solution or reach an agreement that all parties can accept. Negotiators often seek a win-win scenario, where compromises are made to ensure that each party’s fundamental interests are addressed. The focus is on the issue at hand, and the process is generally confined to specific conflicts or deals. Conflict Management Goals: Conflict management aims to improve interaction patterns and team dynamics to prevent the escalation of conflicts. It focuses not only on resolving disputes specifically but also on creating an environment that reduces the likelihood of conflicts arising in the first place. The ongoing health of relationships and organizational culture is a key concern.

57. Processes and Techniques Negotiation Techniques: Negotiation involves techniques such as preparing a bargaining table, understanding the opponent’s needs, active listening, persuasive communication, and sometimes mediation by a third party. It often requires a deep understanding of negotiation tactics and the ability to apply them effectively to sway the outcome favorably. Conflict Management Techniques: Conflict management may utilize a variety of techniques based on the conflict type and the organizational context. These include setting clear communication protocols, establishing norms for interaction, training team members in emotional intelligence, and designing feedback mechanisms. Conflict management is continuous and proactive, aiming to equip teams with the skills to handle disputes internally before they escalate.

58. Disney And Pixar Merger: A Case Study The merger between Disney and Pixar in 2006 is a classic example of how effective negotiation and conflict management can lead to a successful integration of two companies, each with its own unique culture and creative philosophy. This merger not only combined two entertainment giants but also blended differing corporate cultures and artistic approaches, making the negotiation and subsequent management of potential conflicts crucial for success.

59. Background And Challenges Disney, a long-established leader in animated films, was facing creative stagnation and needed a fresh infusion of innovation and creativity. Pixar, known for its cutting-edge animation technology and innovative storytelling, had been a vital partner, but the existing distribution agreement between the two parties was set to expire. The potential renewal of this agreement brought to light various underlying conflicts, including issues of content control, revenue sharing, and operational independence.

60. Aligning interests: Central to the negotiation was the alignment of interests. Disney desired continued access to Pixar’s creative power and technological prowess, whereas Pixar sought to retain its artistic independence and control over its projects. Both companies recognized that a successful merger could provide mutual benefits: Disney could revitalize its animation studio with Pixar’s creative input, and Pixar could leverage Disney’s vast distribution network. Preserving culture and independence: One of the most significant potential conflicts was the fear that Pixar’s unique culture and creative process would be stifled under Disney’s corporate structure. To manage this conflict, Disney negotiated terms that allowed Pixar to retain its independent identity, including its brand, creative process, and operational independence. This assurance was pivotal in mitigating concerns and fostering a cooperative atmosphere. Leadership roles: Another significant aspect of the negotiation involved leadership roles. Ed Catmull and John Lasseter of Pixar were given control of Disney’s animation division, ensuring that the creative philosophies that had made Pixar successful would permeate Disney’s broader animation efforts. This move was critical in managing potential internal conflicts by aligning leadership goals across both organizations.

61. Integration without assimilation: Post-merger, the challenge was to integrate the companies without diluting Pixar’s successful culture. Disney managed this potential conflict by allowing Pixar to operate as a separate entity, thus preventing the usual post-merger cultural clashes. Regular communication and collaboration: To further manage conflicts and foster a positive relationship, Disney and Pixar established regular communication channels at all levels of both organizations. This openness prevented misunderstandings and ensured that minor disputes were resolved quickly before escalating. Shared goals and vision: By continuously aligning on shared goals and reinforcing the vision of collaborative success, both companies managed potential conflicts about the direction of joint projects. They celebrated shared successes, which reinforced the many benefits of the merger and the value of combined efforts.

62. Outcome The Disney-Pixar merger is widely regarded as one of the most successful mergers in entertainment history, primarily due to the effective negotiation and conflict management strategies employed. The merger allowed Disney to reclaim its animation leadership while Pixar continued to produce critically acclaimed films under its own brand. This case study exemplifies how combining negotiation with conflict management can address potential issues effectively, leading to a partnership that respects autonomy and enhances the strengths of both parties involved. The careful handling of cultural integration, leadership alignment, and preservation of creative independence were critical factors in the enduring success of the Disney-Pixar merger.

63. Adapt your Style The first way to improve your communication skills instantly is to understand your audience or listeners. A quick way to be mindful of the same is the P-A-M framework: The purpose of the primary objective behind the communication answers, “What do you want to achieve with your message?” Defining the goal helps you stay focused and ensures your message is relevant and coherent. The audience refers to the people or individuals who will receive and interpret your message. It is essential to understand your audience’s characteristics, preferences, interests, and level of knowledge to tailor your communication accordingly. The message you want to convey to your audience should be crafted to align with your purpose and resonate with your audience. A clear, concise message is more likely to be understood and remembered by your audience.

64. Tone Modulation Tone modulation is the highlighter to your spoken word. Finding the right balance between being heard clearly and sounding natural is crucial for effective communication. Vary your tone by adjusting your speech’s 3S – Strength, Sound, and Speed. Strength is the dynamism of your voice, from vibrant to subdued. It emphasizes ideas, evokes emotions, and captivates your audience, enhancing the impact of your message. Sound encompasses pitch, tone, and volume. It shapes your voice’s highs and lows, conveying emotions in diverse ways, adapting to context, and enrapturing listeners. Speed defines your pace of speech. Fast sparks excitement, and slow denotes gravity. Adapting the rate to audience understanding keeps them engaged, amplifying comprehension and resonance. Modulating the 3S allows you to convey emotions, emphasize important points, and engage your audience but let’s also be mindful of the time we are giving our audience to grasp what is being said.

65. Pause – Let your words sink in Planned pauses between words and sentences enable you to balance the communication efficiently by giving your listeners time to process and absorb the information you share. Additionally, pausing in between enables you to avoid using filler words like umm… uhh … you know… These filler words make it difficult for the listener to comprehend the message. Filler words often occur when the speed of your thoughts is not in sync with the rate of your speech. It is essential to avoid using such filler words and incorporate pauses by using the following techniques: When you encounter a point where you might typically use filler words, take a brief pause instead, pausing allows you to collect your thoughts and find the right words to express your ideas. Additionally, you can use contextually appropriate transition words instead of filler words to connect the ideas. This would make the speech more fluent and make the message more conducive for the listener. Bonus Tip: Be mindful of the effect you are creating by avoiding unplanned pauses that might affect fluency and incorporating planned pauses that showcase confidence and leave an impact on your listeners. While pausing would enable you to let the message sink in, another way to connect with your audience and be impactful is through facial expressions. Continue reading to see how!

66. Mater your Facial Expression Facial expressions are windows to our emotions. They display personal feelings and indicate an individual’s intentions, feelings, and attitudes within a social situation. Improving facial expressions in daily conversations would enable you to communicate your ideas without any room for misunderstandings clearly. Improve your facial expressions in daily conversations by using the Mirror Technique. This involves observing your facial expressions during conversations or presentations. Practice this by reciting a speech in as many different emotions as possible and observing your facial expressions.

67. Introduction to Effective Communication Characteristics of Effective Communication Delivering a message is not enough; it must meet the purpose of the sender. The elements which make communication effective: Sender’s C o urtesy C o n s ideration o f the Recipient Reliability Precise M e s s a g e C o mp lete M e s s a g e Correct M e s s a g e Clear M e s s a g e Cha r ac t e ri s ti c s of Effective Communication

68. Introduction to Effective Communication Characteristics of Effective Communication Sender’s C o urtesy C o n s ideration o f the Recipient Reliability Precise M e s s a g e C o m p lete M e ssa g e Correct M e ssa g e Clear M e s s a g e Cha r ac t e ri s ti c s of Effective Communication The message which the sender wants to convey must be simple, easy to understand and systematically framed to retain its meaningfulness

69. Introduction to Effective Communication Characteristics of Effective Communication Sender’s C o urtesy C o n s ideration o f the Recipient Reliability Precise M e s s a g e C o m p lete M e ssa g e Correct M e ssa g e Clear M e s s a g e Cha r ac t e ri s ti c s of Effective Communication The information communicated must not be vague or false in any sense; it must be free from errors and grammatical mistakes.

70. Introduction to Effective Communication Characteristics of Effective Communication Sender’s C o urtesy C o n s ideration o f the Recipient Reliability Precise M e s s a g e C o m p lete M e ssa g e Correct M e ssa g e Clear M e s s a g e Cha r ac t e ri s ti c s of Effective Communication Communication is the base for decision making. If the information is incomplete, it may lead to wrong decisions.

71. Introduction to Effective Communication Characteristics of Effective Communication Sender’s C o urtesy C o n s ideration o f the Recipient Reliability Precise M e s s a g e C o m p lete M e ssa g e Correct M e ssa g e Clear M e s s a g e Cha r ac t e ri s ti c s of Effective Communication The message sent must be short and concise to facilitate straightforward interpretation and take the desired steps.

72. Introduction to Effective Communication Characteristics of Effective Communication Sender’s C o urtesy C o n s ideration o f the Recipient Reliability Precise M e s s a g e C o m p lete M e ssa g e Correct M e ssa g e Clear M e s s a g e Cha r ac t e ri s ti c s of Effective Communication The sender must be sure from his end that whatever he is conveying is right by his knowledge. Even the receiver must have trust on the sender and can rely on the message sent.

73. Introduction to Effective Communication Characteristics of Effective Communication Sender’s C o urtesy C o n s ideration o f the Recipient Reliability Precise M e s s a g e C o m p lete M e ssa g e Correct M e ssa g e Clear M e s s a g e Cha r ac t e ri s ti c s of Effective Communication The medium of communication and other physical settings must be planned, keeping in mind the attitude, language, knowledge, education level and position of the receiver.

74. Introduction to Effective Communication Characteristics of Effective Communication Sender’s C o urtesy C o n s ideration o f the Recipient Reliability Precise M e s s a g e C o m p lete M e ssa g e Correct M e ssa g e Clear M e s s a g e Cha r ac t e ri s ti c s of Effective Communication The message so drafted must reflect the sender’s courtesy, humbleness and respect towards the receiver.

75. Introduction to Effective Communication Obs e rv a n c e Clarity an d B r ev i ty Li s te n ing a n d Und e rst a nd i ng Em o tio n a l Int e ll i g e n c e Self-Efficacy Self-Confidence Respectfulness No n - V erb a l Com m un i c a tion S e l e ct i on of the Right M e d ium Pro v id i ng F e e d b a ck Effective Communication Skills Conveying a message effectively is an art as well as a skill developed after continuous practice and experience. The predetermined set of skills required for an influential communication process are as follows:

76. Introduction to Effective Communication Effective Communication Skills Observance Clar i ty a n d Bre v ity Li s te n ing a n d Und e rst a nd i ng Em o tio n a l Int e ll i g e n c e Self-Efficacy Self-Confidence Respectfulness No n - V erb a l Com m un i c a tion S e l e ct i on of the Right M e d ium Pro v id i ng F e e d b a ck A person must possess sharp observing skills to gain more and more knowledge and information.

77. Introduction to Effective Communication Effective Communication Skills Observance Clar i ty a n d Bre v ity Li s te n ing a n d Und e rst a nd i ng Em o tio n a l Int e ll i g e n c e Self-Efficacy Self-Confidence Respectfulness No n - V erb a l Com m un i c a tion S e l e ct i on of the Right M e d ium Pro v id i ng F e e d b a ck The message must be drafted in simple words, and it should be clear and precise to create the desired impact over the receiver.

78. Introduction to Effective Communication Effective Communication Skills Observance Clar i ty a n d Bre v ity Li s te n ing a n d Und e rst a nd i ng Em o tio n a l Int e ll i g e n c e Self-Efficacy Self-Confidence Respectfulness No n - V erb a l Com m un i c a tion S e l e ct i on of the Right M e d ium Pro v id i ng F e e d b a ck The most crucial skill in a person is he must be a good, alert and patient listener. He must be able to understand and interpret the message well.

79. Introduction to Effective Communication Effective Communication Skills Observance Clar i ty a n d Bre v ity Li s te n ing a n d Und e rst a nd i ng Em o tio n a l Int e ll i g e n c e Self-Efficacy Self-Confidence Respectfulness No n - V erb a l Com m un i c a tion S e l e ct i on of the Right M e d ium Pro v id i ng F e e d b a ck A person must be emotionally aware and the ability to influence others from within.

80. Introduction to Effective Communication Effective Communication Skills Observance Clar i ty a n d Bre v ity Li s te n ing a n d Und e rst a nd i ng Em o tio n a l Int e ll i g e n c e Self-Efficacy Self-Confidence Respectfulness No n - V erb a l Com m un i c a tion S e l e ct i on of the Right M e d ium Pro v id i ng F e e d b a ck Also, he/she must have faith in himself and his capabilities to achieve the objectives of communication.

81. Introduction to Effective Communication Effective Communication Skills Observance Clar i ty a n d Bre v ity Li s te n ing a n d Und e rst a nd i ng Em o tio n a l Int e ll i g e n c e Self-Efficacy Self-Confidence Respectfulness No n - V erb a l Com m un i c a tion S e l e ct i on of the Right M e d ium Pro v id i ng F e e d b a ck Being one of the essential communication skills, confidence enhances the worthiness of the message being delivered.

82. Introduction to Effective Communication Effective Communication Skills Observance Clar i ty a n d Bre v ity Li s te n ing a n d Und e rst a nd i ng Em o tio n a l Int e ll i g e n c e Self-Efficacy Self-Confidence Respectfulness No n - V erb a l Com m un i c a tion S e l e ct i on of the Right M e d ium Pro v id i ng F e e d b a ck Delivering a message with courtesy and respecting the values, believes, opinions and ideas of the receiver is the essence of effective communication.

83. Introduction to Effective Communication Effective Communication Skills Observance Clar i ty a n d Bre v ity Li s te n ing a n d Und e rst a nd i ng Em o tio n a l Int e ll i g e n c e Self-Efficacy Self-Confidence Respectfulness No n - V erb a l Com m un i c a tion S e l e ct i on of the Right M e d ium Pro v id i ng F e e d b a ck To connect with the receiver in a better way, the sender must involve the non-verbal means communication too. These include gestures, facial expressions, eye contact, postures, etc.

84. Introduction to Effective Communication Effective Communication Skills Observance Clar i ty a n d Bre v ity Li s te n ing a n d Und e rst a nd i ng Em o tio n a l Int e ll i g e n c e Self-Efficacy Self-Confidence Respectfulness No n - V erb a l Com m un i c a tion S e l e ct i on of the Right M e d ium Pro v id i ng F e e d b a ck Choice of the correct medium for communication is also a skill. It is necessary to select an appropriate medium according to the situation, priority of the message, the receiver’s point of view, etc.

85. Introduction to Effective Communication Effective Communication Skills Observance Clar i ty a n d Bre v ity Li s te n ing a n d Und e rst a nd i ng Em o tio n a l Int e ll i g e n c e Self-Efficacy Self-Confidence Respectfulness No n - V erb a l Com m un i c a tion S e l e ct i on of the Right M e d ium Pro v id i ng F e e d b a ck Effective communication is always a two-way process. A person must take as well as give feedback to bring forward the other person’s perspective too.

86. Introduction to Effective Communication Barriers to Effective Communication There are certain obstacles which sometimes hinder the process of communication, making it less useful for the sender as well as the receiver.

87. Introduction to Effective Communication Barriers to Effective Communication These barriers are categorized under three groups: Barriers Involving Words Language Disorganized Message Ambiguity and overuse of abstractions Information overload Barriers Involving People’s Background Attitudinal differences Demographic differences Lack of common experience or perspective Jumping to conclusions Physical Barriers Physical distance Noise Physiological barriers Barriers to Effective Comm u ni c a tion

88. Introduction to Effective Communication Barriers to Effective Communication / Barriers Involving Words Words play an essential role in the process of communication. Any disturbance or distraction in the way a message is presented may lead to miscommunication .

89. Introduction to Effective Communication Barriers to Effective Communication / Barriers Involving Words Language: It is a medium of communication. If the sender is making excessive use of technical terms, it will become difficult for the receiver to understand the message clearly. Ambiguity and Overuse of Abstractions : Even if the message is presented in a non-realistic or vague context involving a lot of notions, the receiver won’t be able to connect with the idea properly.

90. Introduction to Effective Communication Barriers to Effective Communication / Barriers Involving Words Disorganized Message : When the words are not organized systematically to form a powerful message, it loses its efficiency and meaning. Information Overload : The effectiveness of communication reduces when a person keeps on speaking for an extended period. Thus, leading to the receiver’s exhaustion, who won’t be able to keep track of everything that is conveyed.

91. Introduction to Effective Communication Barriers to Effective Communication / Barriers Involving People’s Background People belong to different backgrounds, i.e., culture, education level, gender, etc. These attributes majorly affect the efficiency of the communication process.

92. Introduction to Effective Communication Barriers to Effective Communication / Barriers Involving People’s Background Attitudinal Differences : At times, people are resistant to understand or change their mind when they have set their views about a particular topic. Their attitude obstructs meeting the purpose of the communication. Demographic Differences: The difference in age, generation, gender, status, tradition, etc., creates a lack of understanding among people and thus, hinders the process of communication.

93. Introduction to Effective Communication Barriers to Effective Communication / Barriers Involving People’s Background Lack of Common Experience or Perspective : The experiences of a person develops their perspective of seeing things in a particular way. This perspective varies from person to person. Therefore, it becomes difficult for a receiver to relate with the sender’s experience or views as he might have never gone through it himself. Jumping to Conclusions : Some people lack the patience of listening to others and often jump to conclusions between the communication, thus neglecting the motive of the message.

94. Introduction to Effective Communication Barriers to Effective Communication / Physical Barriers These barriers can be experienced directly but challenging to overcome.

95. Introduction to Effective Communication Barriers to Effective Communication / Physical Barriers Physical Distance : When people communicate over long distances, they miss out the non- verbal aspect of communication, since the gestures and expressions of the receiver cannot be interpreted. Noise : The environment or the communication system sometimes involve unwanted noise which interrupts the process of communication making it inefficient. Physiological Barriers : One of the most common barriers to effective communication is the physical disability of the people involved. Some of these are hearing impairment, poor eyesight, stammering, etc.

96. Introduction to Effective Communication How to Overcome Barriers to Effective Communication 1- Eliminating differences in perception: The organization should ensure that it is recruiting right individuals on the job. It’s the responsibility of the interviewer to ensure that the interviewee has command over the written and spoken language. There should be proper Induction program so that the policies of the company are clear to all the employees. There should be proper trainings conducted for required employees (for eg: Voice and Accent training).

97. Introduction to Effective Communication How to Overcome Barriers to Effective Communication 2- Use of Simple Language: Use of simple and clear words should be emphasized. Use of ambiguous words and jargons should be avoided.

98. Introduction to Effective Communication How to Overcome Barriers to Effective Communication 3- Reduction and elimination of noise levels: Noise is the main communication barrier which must be overcome on priority basis. It is essential to identify the source of noise and then eliminate that source.

99. Introduction to Effective Communication How to Overcome Barriers to Effective Communication 4- Active Listening: Listen attentively and carefully. There is a difference between “listening” and “hearing”. Active listening means hearing with proper understanding of the message that is heard. By asking questions the speaker can ensure whether his/her message is understood or not by the receiver in the same terms as intended by the speaker.

100. Introduction to Effective Communication How to Overcome Barriers to Effective Communication 5- Emotional State: During communication one should make effective use of body language. He/she should not show their emotions while communication as the receiver might misinterpret the message being delivered. For example, if the conveyer of the message is in a bad mood then the receiver might think that the information being delivered is not good.

101. Introduction to Effective Communication How to Overcome Barriers to Effective Communication 6- Simple Organizational Structure: The organizational structure should not be complex. The number of hierarchical levels should be optimum. There should be a ideal span of control within the organization. Simpler the organizational structure, more effective will be the communication.

102. Introduction to Effective Communication How to Overcome Barriers to Effective Communication 7- Avoid Information Overload: The managers should know how to prioritize their work. They should not overload themselves with the work. They should spend quality time with their subordinates and should listen to their problems and feedbacks actively.

103. Introduction to Effective Communication How to Overcome Barriers to Effective Communication 8- Give Constructive Feedback: Avoid giving negative feedback. The contents of the feedback might be negative, but it should be delivered constructively. Constructive feedback will lead to effective communication between the superior and subordinate.

104. Introduction to Effective Communication How to Overcome Barriers to Effective Communication 9- Proper Media Selection: The managers should properly select the medium of communication. Simple messages should be conveyed orally, like: face to face interaction or meetings. Use of written means of communication should be encouraged for delivering complex messages. For significant messages reminders can be given by using written means of communication such as : Memos, Notices etc.

105. Introduction to Effective Communication How to Overcome Barriers to Effective Communication 10- Flexibility in meeting the targets: For effective communication in an organization the managers should ensure that the individuals are meeting their targets timely without skipping the formal channels of communication. There should not be much pressure on employees to meet their targets.

106. Introduction to Effective Communication Analyzing Verbal Communication To analyze a communication situation, simply answer the following questions: Who is the sender ? What is the message ? What is the medium ? Who is the receiver ? What is the context ?

107. Introduction to Effective Communication Models of Communication There are two basic models of communication: Linear Communication Transactional Communication

108. Introduction to Effective Communication Models of Communication Linear Communication

109. Introduction to Effective Communication Models of Communication Transactional Communi c a ti o n

110. Introduction to Effective Communication Elements of the Communication Process Encoding and Decoding: Encoding refers to the process of taking an idea or mental image, associating that image with words, and then speaking those words in order to convey a message. Decoding is the reverse process of listening to words, thinking about them, and turning those words into mental images.

111. Introduction to Effective Communication Elements of the Communication Process Communicator : The term communicator refers to all of the people in the interaction or speech setting. It is used instead of sender and receiver, because when we are communicating with other people we are not only sending a message, we are receiving messages from others simultaneously. When we speak, we observe others’ nonverbal behavior to see if they understand us and we gauge their emotional state. The information we gain from these observations is known as feedback.

112. Introduction to Effective Communication Elements of the Communication Process Message : The message involves those verbal and nonverbal behaviors, enacted by communicators, that are interpreted with meaning by others. The verbal portion of the message refers to the words that we speak, while the nonverbal portion includes our tone of voice and other non-vocal components such as personal appearance, posture, gestures and body movements, eye behavior, the way we use space, and even the way that we smell.

113. Introduction to Effective Communication Elements of the Communication Process Channel : The channel is very simply the means through which the message travels. In face-to-face communication the channel involves all of our senses, so the channel is what we see, hear, touch, smell and perhaps what we taste. When we're communicating with someone online, the channel is the computer; when texting the channel is the cell phone; and when watching a movie on cable, the channel is the TV. The channel can have a profound impact on the way a message is interpreted.

114. Introduction to Effective Communication Elements of the Communication Process Noise : Noise refers to anything that interferes with message transmission or reception (i.e., getting the image from your head into others’ heads). There are several different types of noise. The first type of noise is physiological noise , and this refers to bodily processes and states that interfere with a message. The second type of noise is psychological noise. Psychological noise refers to mental states or emotional states that impede message transmission or reception. The third type of noise is actual physical noise , and this would be simply the actual sound level in a room. The last type of noise is cultural noise . Cultural noise refers to message interference that results from differences in peoples’ worldviews.

115. Introduction to Effective Communication Elements of the Communication Process Worldview : Most people don’t give a lot of thought to the communication process. In the majority of our interactions with others, we are operating on automatic pilot. Worldview is the overall framework through which an individual sees, thinks about, and interprets the world and interacts with it. There are five core components to our worldview: Epistemology, Ontology, Axiology, Cosmology, Praxeology

116. Introduction to Effective Communication Elements of the Communication Process Worldview : Epistemology : is the way that we acquire knowledge and/or what counts as knowledge. Ontology : refers to our belief system, how we see the nature of reality or what we see as true or false. Axiology : represents our value system, or what we see as right or wrong, good or bad, and fair or unfair. Cosmology : signifies the way that we see our relationship to the universe and to other people. Praxeology : denotes our preferred method of completing everyday tasks or our approach to solving problems.

117. Introduction to Effective Communication Elements of the Communication Process weekend. In sum, the context refers to the norms that govern communication in different situations and relationships. Context : The last element of the communication process is the context in which the speech or interaction takes place. In the 1980’s context was taught as the actual physical setting where communication occurred, such as in a place of worship, an apartment, a workplace, a noisy restaurant, or a grocery store. People communicate differently in each one of these places as there are unwritten rules of communication (called norms) that govern these settings. More recently the concept of context has evolved and expanded to include the type of relationships we have with others and the communicative rules that govern those relationships. So you do not speak the same way to your best friend as you do to a small child, your parent, your boss, your doctor or a police officer. And you may speak to your best friend differently in your apartment than you do in your parents’ home, and your communication may also change when you are both out with friends on the

118. Introduction to Effective Communication Elements of the Communication Process weekend. In sum, the context refers to the norms that govern communication in different situations and relationships. Context : The last element of the communication process is the context in which the speech or interaction takes place. In the 1980’s context was taught as the actual physical setting where communication occurred, such as in a place of worship, an apartment, a workplace, a noisy restaurant, or a grocery store. People communicate differently in each one of these places as there are unwritten rules of communication (called norms) that govern these settings. More recently the concept of context has evolved and expanded to include the type of relationships we have with others and the communicative rules that govern those relationships. So you do not speak the same way to your best friend as you do to a small child, your parent, your boss, your doctor or a police officer. And you may speak to your best friend differently in your apartment than you do in your parents’ home, and your communication may also change when you are both out with friends on the

119. Introduction to Effective Communication Body Language What is body language? The term body language refers to all non-verbal methods of communication. Non-verbals are any messages that people send without using words. Body language includes facial expressions, gestures, postures and other movement-based signals. It’s what we don’t say that counts!

120. Body language is typically combined with verbal messages to communicate clearly and effectively. In many situations, body language is one of the more crucial elements of communication. Some specific types of body language include: Facial expressions like smiling, frowning or rolling your eyes Hand gestures like waving, beckoning someone to come closer or counting on your fingers Postures like slumping, sitting up straight or leaning away from someone Other types of signals like shrugging, clapping or shaking someone’s hand Introduction to Effective Communication Body Language

121. Introduction to Effective Communication Body Language Study the eyes! Eye behavior can be very telling. When communicating with someone, pay attention to whether he or she makes direct eye contact or looks away. Persistent eye contact : Generally in Western societies and many other cultures, eye contact with a person is expected to be regular but not overly persistent . Constant eye contact is often considered to be an attempt at intimidation , causing the person who's the object of a person's gaze to feel overly studied and uncomfortable.

122. Looking up : When a person looks upwards they are often thinking . In particular they are probably making pictures in their head and thus may well be an indicator of a visual thinker . When they are delivering a speech or presentation, looking up may be their recalling their prepared words. Looking down : Looking at a person can be an act of power and domination. Looking down involves not looking at the other person, which hence may be a sign of submission. It can also indicate that the person is feeling guilty. Introduction to Effective Communication Body Language Study the eyes!

123. Introduction to Effective Communication Study the eyes! Body Language

124. Introduction to Effective Communication Listening Skills Active listening means that we try to understand things from the speaker’s point of view. It includes letting the speaker know that we are listening and that we understood what was said. This is not the same as hearing , which is a physical process. Active listening can be described as an attitude that leads to listening for shared understanding. Responding to feelings Reading cues Demonstration cues Physical indicators Verbal cues Questions for clarification Summarizing statements

125. Introduction to Effective Communication Listening Skills Tips for Becoming a Better Listener: Make a decision to listen. Don’t interrupt people. Keep your eyes focused on the speaker and your ears tuned to their voice. Start a conversation file . Ask a few questions throughout the conversation. When you demonstrate good listening skills, they tend to be infectious .

126. Introduction to Effective Communication Questioning Skills Open Questions Broad, general questions Require your conversation partner to provide more than just a “yes” or “no” answer Permit the other person to decide how much information to give Closed Questions Can be answered with a single word or two , such as a simple yes or no Can begin the closing process in a conversation or provide confirmation Don’t usually lead to a richer conversation or gathering more information

127. Introduction to Effective Communication Probing Techniques Verbal Probes “Tell me more about that.” “That’s interesting. Tell me more.” “Really?” “Why?” “Can you give me a specific example of what you mean?” Non-Verbal Probes Raising the eyebrows as if you are surprised Nodding Frowning Pursing the lips

128. Introduction to Effective Communication Probing Techniques Probing Techniques Ask an open question. Pause. Use reflective or mirroring questions. Paraphrase. Use summary questions.

129. Introduction to Effective Communication One-Way versus Two-Way Communication

130. Introduction to Effective Communication Two-Way Communication A good dialogic communication requires skills such as: Listening Empathy Being able to contextualize issues within local, national and international frameworks Being able to identify common ground between parties Thinking about long-term rather than short-term objectives Seeking out groups and individuals with opposing viewpoints Soliciting a variety of internal and external opinions on policy issues.

131. Understanding our Own Communication Patterns/Styles

132. Understanding our Own Communication Patterns/Styles Types of Communicators Analytical An analytical communicator favors data and hard numbers . They want quantifiable information and disregard emotional statements as too vague or unimportant. This means that they would prefer a statement such as " this quarter, sales are up 8.2%, and we are going to exceed our projections by 1.4% " rather than one like " we’re killing it on sales this month! ". When communicating with this type of person, do your research first! Lay out the numbers, then follow up with your request.

133. The upside of this is that an analytical communicator is good at looking at issues logically The downside is that they can be perceived as cold or emotionless Types of Communicators Analytical Understanding our Own Communication Patterns/Styles

134. Understanding our Own Communication Patterns/Styles Types of Communicators Intuitive An intuitive communicator is all about the big picture . This is the type of person who doesn’t like getting involved in the details of a project, they prefer to get the general overview . They are quick to see the broad picture and can easily leap to the conclusion , sometimes offering great insights as to how best to complete a project. When you communicate with this type of person, get to the result quickly without mentioning a lot of details

135. The upside is that this type of communicator understands ideas quickly, and is already proposing solutions to possible challenges. They can often come up with out-of- the-box ideas and enjoy challenging themselves and others. The downside is that this impatience can lead to mistakes . Understanding our Own Communication Patterns/Styles Types of Communicators Intuitive

136. Understanding our Own Communication Patterns/Styles Types of Communicators Functional The functional communicator prefer to walk through the steps of the process , outlining each one until they reach the conclusion and can tie it all up in one neat package. They are detail-oriented , good at understanding which processes will be the most helpful to ensure success, and they can be trusted to create functional timelines, allocate tasks, and run projects . When speaking with a functional communicator, make sure that you are prepared! They will want to know the full details of the project.

137. The upside of a functional communicator is their detail-oriented mind will be sure not to miss any important steps. The downside of this is that their persistent focus on the process, improving each step and stage, can sometimes lead to them losing sight of the big picture and not accomplishing the actual goals of the project. Understanding our Own Communication Patterns/Styles Types of Communicators Functional

138. The personal communicator prefer to use emotional language and value the human connection , seeking to know how their colleagues are feeling as well as what they are thinking. This type of communicator tends to be a diplomat, helping solve conflicts and seeking peaceful solutions to inter- and intradepartmental issues . For this type of communicator, you want to lean into the emotional component. Understanding our Own Communication Patterns/Styles Types of Communicators Personal

139. Types of Communicators Personal The upside to this style is that a personal communicator will effortlessly build deep bonds within their team. The downside to this style of communication is that it might become too emotional for other communicators . Analytical communicators especially will not appreciate this approach. Understanding our Own Communication Patterns/Styles

140. Personality Styles Myers-Briggs Type Indicator This is a tool which is frequently used to help individuals understand their own communication preference and how they interact with others. The essence of the theory is that much seemingly random variation in the behavior is actually quite orderly and consistent, being due to basic differences in the ways individuals prefer to use their perception and judgment. Understanding our Own Communication Patterns/Styles

141. Understanding our Own Communication Patterns/Styles Personality Styles Myers-Briggs Personality Types (MBTI) Favorite world: Do you prefer to focus on the outer world or on your own inner world? Extraversion Introversion Sensing Intuition Thinking Feeling Judging Perceiving Information: Do you prefer to focus on the basic information you take in or do you prefer to interpret and add meaning? Decisions: When making decisions, do you prefer to first look at logic and consistency or first look at the people and special circumstances? Structure: In dealing with the outside world, do you prefer to get things decided or do you prefer to stay open to new information and options? OR

142. Understanding our Own Communication Patterns/Styles Personality Styles Myers-Briggs Personality Types (MBTI) All types are equal: The goal of knowing about personality type is to understand and appreciate differences between people. As all types are equal, there is no best type. The MBTI instrument sorts for preferences and does not measure trait, ability, or character.

143. Understanding our Own Communication Patterns/Styles Personality Styles How to Flex your Style “Flexing your style” refers to doing what is appropriate in a communication situation by temporarily using some behaviors typical of your non-dominant styles. It doesn't mean abandoning your dominant style, but it does require that you be well aware of your style's strengths and especially your own and other's weaknesses. It requires using body language and matching your wording to the preference of the person you are communicating with. Learning to flex your style is especially important when the other person is stressed , something important is at stake, or you need to get off on the “right foot” in a new setting.

144. Understanding Different Perspectives and Viewpoints

145. Understanding Different Perspectives and Viewpoints Communication and Perception As we go through our daily lives we perceive all sorts of people and objects, and we often make sense of these perceptions by using previous experiences to help filter and organize the information we take in.

146. Understanding Different Perspectives and Viewpoints Communication and Perception Sometimes we encounter new or contradictory information that changes the way we think about a person, group, or object. The perceptions that we make of others and that others make of us affect how we communicate and act.

147. Understanding Different Perspectives and Viewpoints Perception Process Perception is the process of selecting , organizing , and interpreting information. This process affects our communication because we respond to stimuli differently, whether they are objects or persons, based on how we perceive them.

148. Understanding Different Perspectives and Viewpoints Perception Process Given the massive amounts of stimuli taken in by our senses, we only select a portion of the incoming information to organize and interpret. We select information based on importance, relevance. We tend to find relevant things that are visually or aurally stimulating and things that meet our needs and interests . Expectations also influence what information we select .

149. Understanding Different Perspectives and Viewpoints Perception Process We organize information that we select into patterns based on proximity, similarity, and difference.

150. Understanding Different Perspectives and Viewpoints Perception Process We interpret information using schemata, which allow us to assign meaning to information based on accumulated knowledge and previous experience.

151. Understanding Different Perspectives and Viewpoints Perceiving Others We use attributions to interpret perceptual information, specifically, people’s behavior. Internal attributions connect behavior to internal characteristics such as personality traits. External attributions connect behavior to external characteristics such as situational factors.

152. Understanding Different Perspectives and Viewpoints Perceiving Others Physical and environmental cues such as clothing, grooming, attractiveness, and material objects influence the impressions that we form of people.

153. Understanding Different Perspectives and Viewpoints Perceiving Others The halo effect describes a perceptual effect that occurs when initial positive impressions lead us to view later interactions as positive. The horn effect describes a perceptual effect that occurs when initial negative impressions lead us to view later interactions as negative.

154. Understanding Different Perspectives and Viewpoints Perceiving Others Cultural identities such as race, gender, sexual orientation, class, ability, nationality, and age all affect the perceptions that we make about basic sensory information such as sounds and smells as well as larger concepts such as marriage and privacy.

155. Understanding Different Perspectives and Viewpoints Perceiving Others Personality affects perception in many ways. Our personality traits, which are our underlying and enduring motivations for thinking and behaving the way we do, affect how we see others and ourselves. We use observed and implied personality traits to form impressions of others, which then influence how we act toward them.

156. Understanding Different Perspectives and Viewpoints Perception Pyramid

157. Understanding Different Perspectives and Viewpoints Improving Perceptions We can improve our perceptions of others by developing empathetic listening skills, becoming aware of stereotypes and prejudice, and engaging in self-reflection. Perception checking is a strategy that allows us to monitor our perceptions of and reactions to others and communication.

158. Understanding Different Perspectives and Viewpoints The Importance of Taking the Perspective of Others Accurately understanding the cognitive and affective perspective of others results in several positive outcomes. First , perspective-taking, by influencing how messages are phrased and received, improves communication and reduces misunderstandings and distortions. Second , perspective-taking is essential for a realistic assessment of common and opposed interests and an accurate assessment of their validity and relative merits.

159. Understanding Different Perspectives and Viewpoints The Importance of Taking the Perspective of Others Third , a broader view of the issue results from being able to take the other person’s perspective. If you want to influence the other person, you also need to understand empathetically the power of his/her point of view and to feel the emotional force with which he or she believes in it.

160. Understanding Different Perspectives and Viewpoints The Importance of Taking the Perspective of Others Fourth , engaging in perspective- taking tends to improve the relationship with the other person. You are more liked and respected when the other person realizes that you are seeing his or her perspective accurately and using it to create potential agreements that benefit both sides equally.

161. Understanding Different Perspectives and Viewpoints How to Talk to Others With Different Points of View It can be challenging to have conversations with people who don’t share our own views or who see the world differently from us. But in these conversations, we can often allow room for multiple truths and having open conversations can help us learn and grow. Check out some ways to have open dialogues, no matter who you’re talking to.

162. Understanding Different Perspectives and Viewpoints How to Talk to Others With Different Points of View Listen first, speak second Approach the conversation with an open mind Use effective communication skills

163. Understanding Different Perspectives and Viewpoints Building Good Relationships/ Definition Trust : when you trust your team members, you can be open and honest in your thoughts and actions. And you don't have to waste time or energy "watching your back." Respect : teams working together with mutual respect value one another's input, and find solutions based on collective insight, wisdom, and creativity. Self-Awareness : this means taking responsibility for your words and actions, and not letting your own negative emotions impact the people around you.

164. Understanding Different Perspectives and Viewpoints How to Build Good Work Relationships 1- Identify Your Relationship Needs 2- Develop Your People Skills 3- Focus on Your Emotional Intelligence 6- Manage Your Boundaries 5- Schedule Time to Build R e l a t i o n s h i p s 4- Practice Mindful Listening 7- Appreciate Others 8- Be Positive 9- Avoid G o ss i p i n g

165. Understanding Different Perspectives and Viewpoints The Johari Window

166. Understanding Different Perspectives and Viewpoints The Johari Window Open Area (Arena): This quadrant represents information about an individual that is known to both themselves and others. It includes aspects of personality, behavior, feelings, thoughts, and experiences that are openly shared and discussed. In this area, individuals have high self- disclosure and are comfortable expressing themselves to others.

167. Understanding Different Perspectives and Viewpoints The Johari Window Open Area (Arena): You openly express your love for playing the piano, and everyone around you knows about your musical talent. A team member shares their concerns about a project during a meeting, allowing others to understand their perspective and work towards a solution.

168. Understanding Different Perspectives and Viewpoints The Johari Window Hidden Area (Facade): The hidden area represents information about an individual that is known to themselves but is hidden from others. It includes personal thoughts, emotions, experiences, or information that an individual chooses not to disclose or share with others. This quadrant highlights aspects that individuals keep private or consider sensitive.

169. Understanding Different Perspectives and Viewpoints The Johari Window Hidden Area (Facade): You keep your fear of public speaking hidden from others, as you want to maintain a confident image. A friend hides their financial struggles from their social circle, not wanting to burden others or appear vulnerable.

170. Understanding Different Perspectives and Viewpoints The Johari Window Blind Spot: The blind spot quadrant contains information about an individual that is unknown to them but is known by others. These are aspects of one's personality or behavior that others can see, but the individual is unaware of. Feedback from others is crucial in reducing this blind spot and increasing self- awareness.

171. Understanding Different Perspectives and Viewpoints The Johari Window Blind Spot: You have a tendency to interrupt people while they're speaking, but you're unaware of this behavior. Others notice it and provide you with feedback to help you become aware of it. A coworker points out that you often use a particular phrase when explaining ideas, which you were unaware of until they mentioned it.

172. Understanding Different Perspectives and Viewpoints The Johari Window Unknown Area: The unknown area is the quadrant that represents information that is unknown to both the individual and others. It represents the undiscovered or unconscious aspects of one's personality, behavior, and motivations. It may include deep-seated beliefs, repressed memories, or undeveloped talents.

173. Understanding Different Perspectives and Viewpoints The Johari Window Unknown Area: You have never had the opportunity to play a musical instrument, so you and others are unaware of your potential musical talent. A person experiences a sudden traumatic event that triggers buried memories from childhood that they were previously unaware of.

174. www.blueoceanacademy.com Business Communi c a tion Skills July , 202 4