Communication Processes with Bilisaa Sh.ppt

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1. HARDWARE & NETWORKING SERVICE Level – IV Utilize Specialized Communication Skills

2. Module Title: Utilizing Specialized Communication Skills Module code: ICT HNS4 M07 0815 Nominal duration: 50 Hour

3. Unit of competence mainly includes: LO 1 :Meet common and specific communication needs of clients and colleagues LO 2: Contribute to the development of communication strategies LO 3: Represent the organization LO 4: Facilitate group discussion LO 5: Conduct interview

4. LO -1 Meet common & specific communication needs of clients & colleagues

5. Communication needs of clients and colleagues What is communication? Communication can be defined as: is the transferring /exchange of thoughts, idea, messages, emotion & information through by speech, signals, writing, expression & voice from one person to another. Way of exchanging an information or message between sender and receiver. is the exchange of information between people; it occurs when one person understands the meaning of a message sent by another person, and responds to it . exchange of ideas, opinions and information through written or spoken words, symbols or actions .

6. Types of communication Verbal / oral communication : Communication happens through vocally to convey message . Eg face to face meeting, telephone conversation, TV, video conferen Non-verbal communication: mode of communication which only majorly uses body language and various other physical gestures as a means for communicating . Eg facial expression, body language, gesture, color, sign Written communication: Written text or materials forms for communicating Eg letter, book, newspaper , report, email Electronic communication: is the modern way of communication that includes electronics and latest technology for communicatin g such as teleconferencing e-mail, including social media such as Facebook and Twitter etc .

7. #1. Verbal /Oral/ Communication business take place over the phone or in person . The medium of the message is oral . Oral communication implies communication through mouth . It includes individuals conversing with each other, be it direct conversation or telephonic conversation . Speeches , presentations, discussions, meetings are all forms of oral communication. Oral communication is generally recommended when the communication matter is of temporary kind or where a direct interaction is required. Face to face communication (meetings, lectures, conferences, interviews, etc.) is significant so as to build a rapport and trust.

8. Advantages of Oral Communication There is high level of understanding and transparency in oral communication as it is interpersonal. There is no element of rigidity in oral communication. There is flexibility for allowing changes in the decisions previously taken. The feedback is spontaneous in case of oral communication. Thus, decisions can be made quickly without any delay. Oral communication is not only time saving , but it also saves upon money and efforts. Oral communication is best in case of problem resolution. The conflicts, disputes and many issues/differences can be put to an end by talking them over. Oral communication is an essential for teamwork and group energy. Oral communication promotes a receptive and encouraging morale among organizational employees. Oral communication can be best used to transfer private and confidential information/matter.

9. #2, Non-Verbal Communication Nonverbal communication is behavior , other than spoken or written communication, that creates or represents meaning . In other words, it includes facial expressions, body movements, and gestures . Nonverbal communication is talking without speaking a word . It is very effective, maybe even more so than speech. Remember the saying, “ Actions speak louder than words .” There are two main types of nonverbal communication. Body language DL is body movements that depend on a person’s attitude or feelings. BL includes the way people walk, how they stand, and their facial features . In other words, any kind of meaning that is shown by a person's body attitude or movements.

10. II. Gestures Gestures are communications like facial expressions, hand signals, eye gazing, and body postures . Examples include smiles, handshakes, waving, and raising certain fingers to say something.

11. #3. Written Communication Written communication involves any type of interaction that makes use of the written word. Written communication has great significance in today’s business world. It is an innovative activity of the mind . Effective written communication is essential for preparing worthy promotional materials for business development . Speech came before writing . But writing is more unique and formal than speech. Effective writing involves careful choice of words , their organization in correct order in sentences formation as well as cohesive composition of sentences . writing is more valid and reliable than speech . But while speech is spontaneous, writing causes delay and takes time as feedback is not immediate

12. Elements of Communication Process The communication process is a simple model that demonstrates all the factors that can affect communication. Communication is effective if the message that is received is the same one that is sent. To understand how to communication, here is the individual element of communication first: Source : the source of communication is the initiator, or origin , that puts the communication into action. It is an individual or group that has a specific reason to begin the communication process. That is, there is a message that they wish another to receive. Encoder : Once the purpose of the source has been decided, there must be a specified format for the message to take. This is what the communication encoder does; it takes the concept that the source wants sent out, and puts it into a suitable format for later interpretation . Message : The information, idea, or concept that is being communicated from one end to the other is the message. Most of the time, in human communication, the message contains a distinct meaning. Channel : It is essential for meaningful communication that a suitable means to transmit the message be selected. The channel is the route that the message travels on, be it verbal, written, electronic , or otherwise.

13. Noise : It is inevitable that noise may come into play during the communication process. Noise could be considered an interference or distortion that changes the initial message, anything that can misconstrue the message may be noise. Noise can be physical, as in an actual sound that muffles the message as it is being said, or it can be semantic, like if the vocabulary used within the message is beyond the knowledge spectrum of its recipient. In order for communication to be effective, noise must be reduced . Decoder : Before the message reaches the intended recipient, it must be decoded, or interpreted, from its original form into one that the receiver understands . This is essentially the same interaction as that of source and encoder, only in a reversed sequence. Receiver : In order for communication to be executed, there must be a second party at the end of the channel the source has used. The receiver takes in the message that the source has sent out. Feedback : For meaningful communication to come to fruition, it is vital that the receiver provides feedback to the source . Feedback relates to the source whether their message has been received, and most importantly, if it has been interpreted accurately. Without feedback, the source would never know if the communication was successful.

14. Objectives of communication Information Sharing The main purpose of communication is to transmit information form a source to target individuals or groups . Feedback There is a need to give good feedback to the employees on their achievements , to the departments on their performance and to the higher management of the fulfillment of goals and difficulties encountered. Control The management information system is well known as a control mechanism . Information is transmitted to ensure that the plans are being carried out according to the original design. Communication helps in ensuring such control, a monitoring mechanism. Influence Information is power and one purpose of communication is to influence people . The manager communicates to create a good climate, right attitude and congenial working relationship .

15. Problem Solving In many cases, communication aims at solving problems . Communication between management and the union on some issues ( negotiation ) is aimed at finding a solution. Many group meetings are held to discuss alternative solutions for a problem and to evolve a solution. Decision Making For arriving at a decision several kinds of communication are needed , e.g., exchange of information, views available, alternatives, favorable points to each alternative, Communication helps a great deal in decision making . Facilitating Change The effectiveness of a change introduced in an organization depends to a large extent on the clarity and spontaneity of the communication . Communication between the consultants and the managers between the managers and the employees and amongst the employees help in knowing the difficulties in the planned change and in taking corrective action . Group Building Communication helps to build linkages of the organization with the outside world. The organization can use its environment to increase its effectiveness. It can also influence the environment itself the government, client system, the resource system etc. Communication plays a critical role in this respect.

16. Barrier ( obstacle ) to effective communication is anything that prevents someone from receiving and understanding the messages others use to convey their information, ideas and thoughts. These barriers may be related to the message, internal barriers related to thoughts and feelings, or external barriers . I. Barriers related to the message lengthy or disorganized messages complex or ambiguous language inconsistent body language Disregard for specific needs . II. Internal barriers include: fatigue disinterest poor listening skills past experiences with the client home or work problems Poor listening skills. III. External barriers include: noise and other distractions unpleasant environment Problems with technology or equipment .

17. Specific communication needs Areas of specific need you should consider when communicating with others include: Disability (including but not limited to intellectual impairment, physical impairment, psychiatric disability, hearing or vision impairment, learning difficulties, and attention deficits). Literac y (e.g. false assumptions about level of intelligence and understanding, concerns about the content of documents and forms, what is being written down). Language (e.g. non-English-speaking backgrounds, not familiar with service-specific jargon and acronyms). Gender, age , experiences, emotional well-being and other individual attributes. Critical situations. Crises traditionally cause disorganisation of thought and hence need special skills by workers in establishing rapport with clients. Culture (including experiences in other countries, music, spirituality, customs, gender, social expectations, body language, and position in the community). Remote location (limited access to services and resources, distance travelled).

18. Strategies for specific needs There is more than one way to provide the information required: facial expressions, hand signals and other physical gestures objects, photographs, pictures or symbols, written words specific techniques and aids videos or practical demonstration translations of printed material language and cultural interpreters Augmentative communication systems, such as devices and processes that replace, or are an adjunct to, speech, e.g. speaking machines, Auslan or Makaton (a system of symbols and pictures).

19. Building rapport positive relationship that forms between two or more persons. Strategies to overcome barriers of effective communication. => Strategies for building good rapport include: Being clear about your role and the purpose of the interaction . Using a person's preferred name when speaking with them. Paying attention to making them comfortable . Using a pleasant tone that is clear and precise. Explaining words and expressions that may be unfamiliar and not using jargon. Asking simple and clear questions . Explaining what you already know. Explaining clearly any mandated position you have. Explaining the action s that are undertaken both during the interview and as a result of the interview. Using age-appropriate language. Avoid jargon &use words familiar to the other person. Conveying acceptance by showing interest and concern. Being sincere and realistic in praise and goal-setting . Not promising anything that cannot be delivered when the interview is over.

20. Demonstrating Objectivity on communication Objectivity is essential in ensuring that personal bias does not inhibit communication . Strategies could include : avoiding conversation topics where values and attitudes may conflict, e.g. politics remembering that the communication is about meeting the client's needs , not yours not taking a difference of opinion personally using paraphrasing, reflection of feelings, and clarification techniques rather than offering your own opinion Remaining calm and predictable rather than responding impulsively to differences of opinion.

21. LO -2 Contribute to the development of communication strategies

22. how can we contribute to develop our communication strategies? Coaching Way of contributing to develop our communication skill is a specific method of supporting, supervising or training others to help develop their skills. Role modeling is a technique that involves a novice observing a competent person (the role model) performing the role or task in the workplace. Workers may be called upon to provide coaching in effective communication to others , such as new staff members or volunteers. The coach and coached agree on a coaching plan that will enable the coached to achieve their goals.

23. The coaching processes

24. Open and Closed Questions Closed questions can be answered with either a single word or a short phrase . can be answered with either 'yes' or 'no '. Eg : 'How old are you?' 'Where do you live ?‘ characteristics : They give you  facts .  They are  easy  to answer . They are  quick  to answer. They keep control of the conversation with the  questioner .

25. Open questions An open question is likely to receive a long answer . Eg : What did you do on you holidays?  Why is that so important to you? characteristics : They ask the respondent to  think  and reflect. They will give you  opinions  and  feelings . They hand control of the conversation to the  respondent

26. Client Communicatio n Occurs When a client seeks a service from an agency we need to take a number of considerations into account to ensure this occurs : Actively listen to the client's needs and wants . Identify and discuss any constraints on the client's ability to achieve identified goals, e.g. lack of finances, abilities, prerequisites, family responsibilities. Check that the client has understood the plan as it applies to them. Encourage questions and provide further feedback . Provide a range of options Provide clear direction ; Provide r esources to ensure the client can take the required action Practical resources (e.g. telephone card, transport, and cash.) worker support Contacts/networks

27. Giving feedback Feedback is often about giving people an account of their behavior or actions as it relates to a certain criteria. feedback and advice form an important part of client service work , usually in the form of information, opinions, observations and suggestions offered Feedback may be provided formally or informally by: the client Significant others (family members, carers , other workers, professionals, etc.) service providers your observations/experiences as the support worker Your supervisor and/or co-workers .

28. Referral to other agencies client will decide that they require additional or specialist support services which your organization is unable to provide. Some major ways of supporting this process are: Ensure a referral letter or report accompanies the client . (Make sure you have the client's consent for any release of information). Arrange for an advocate (friend, elder, and worker) to be present for the first interview. Ensure that an interpreter is made available if required. Arrange a meeting of appropriate people . Use augmentative communication systems or aids if required.

29. LO -3 Represent the organization

30. Oral Presentation are brief discussions of a focused topic delivered to a group of listeners in order to impart knowledge or to stimulate discussion. They are similar to short papers with an introduction, main body and conclusion. involves explaining something to an audience , usually in a classroom, but sometimes in a work setting. similar to giving a speech, but the idea that it is a presentation invokes images of visual aids and teaching tools rather than just a single person talking behind a podium, as with a speech . It might come with the added component of using some type of technology, such as a slide show, video clip or audio portion also called multimedia presentation . Most oral presentations require the presenter to use a combination of spoken words and visual aids in order to present an idea or an explanation to a group of people.

31. Parts of an oral presentation An oral presentation consists of three main parts : the introduction, body , and conclusion . The Introduction An introduction is a must . It " sets the scene " and engages the audience by motivating them to listen by relating the topic to their interests . Involves letting the audience know who you are and what your presentation is going to be about is inadequate for most audiences, topics, and assignments. The purpose of an introduction is to quickly build rapport with your audience and gain their attention . You want the audience to be able to easily follow your thought process as you lead them into the body of the presentation.

32. The Body The main part of the presentation is the body. The body must expound, explain, support, and defend the topic revealed in the introduction. All main points must be covered . Use examples , illustrations , Graphic illustrations and other visual aids for to clarify your message. The Conclusion The presentation should conclude with a well-planned ending . A clear summary of your purpose and main points will insure that the audience gets the big picture. It should answer the question , " So what?” telling the audience what was important about the information you conveyed. It includes a recommendation , particularly one requiring action on the part of the audience, state it clearly as part of your ending.

33. Written communication Memo (memorandum ) is a short note designating something to be remembered , especially something to be done or acted upon in the future; reminder. A memorandum (abbrev. memo) was from the Latin verbal phrase memorandum, meaning “ to mention, call to mind, recount , relate.” Usually you write memos to inform readers of specific information . You might also write a memo to persuade others to take action, give feedback on an issue, or react to a situation . However, most memos communicate basic information, such as meeting times or due dates.

34. Eg : Memo Report is the name implies, is a report written in memo format . Memo reports are commonly used to reply to a request for information . In contrast with a regular memo, memo reports are usually longer and may contain headings, citations, and references .

35. II. Report is a textual work (usually of writing, speech, television, or film) made with the specific intention of relaying information or recounting certain events in a widely presentable form. is a self-explanatory statement of facts relating to a specific subject and serves the purpose of providing information for decision making and follow up actions. It is a systematic presentation of ascertained facts about a specific event / subject. Written reports are documents which present focused, salient content to a specific audience. Reports are often used to display the result of an experiment, investigation, or inquiry. The audience may be public or private, an individual or the public in general. Reports are used in government, business, education, science, and other fields .

36. Types of reports There are different types of reports which were classified based on their purpose. Some of them are discussed below: Periodic Operating Reports : is used to monitor and control production , sales, shipping, service, etc. Situational Report : is used to describe one-time events , such as trips, conferences, and seminars. Feasibility report : is used to analyze problems and predict whether alternatives will be practical or advisable. Informational report : is used to inform or instruct or present information for the audiences. Reader sees the details of events, activities or conditions.No analysis of the situation, no conclusion, no recommendations. Analytical report: is a report written to solve problems . Under this type of report information is analyzed, conclusions are drawn and recommendations are made. Persuasive report: is an extension of analytical reports: main focus is to sell an idea, a service, or product. Sales Report : is a report describing how many goods or services were sold, and the reasons for any differences from the plan. Progress Report : is a report describing how close you are to completing something you planned. Accident Report : is a report describing how someone was hurt or something was damaged.

37. LO -4 Group Interaction

38. 4.1 Effective Group Interaction means collaborating effectively with others . Groups are often able to achieve more than individuals in time, expertise, and learning . Effective group interaction means that employee /group members/ should be able to create shared understanding and expectations . Effective group interaction is when a group creates understanding and expectations, negotiate agreement, cooperate and conflict . In an effective group interaction, the team is able to make decisions and track their progress collaboratively and also they are able to choose roles and tasks which will benefit them.

39. 4.2 Meeting is the coming together of three or more people who share common aims and objectives, and who through the use of verbal and written communication contribute to the objectives being achieved . Purpose of Meetings (org) Pool and develop ideas Plan Solve problems Make decisions Create understanding Encourage enthusiasm and initiative Provide a sense of direction Create a common purpose

40. While meetings may differ in size, content and approach, effective meeting s all have the following three elements in common: A distinctive purpos e or aim Use of effective communication A controlled situation

41. Types of Meetings There are many different types of meetings; here we focus on those used to: I. Informing Meetings These are the most straightforward meetings where one member, usually the chairperson, has factual information or a decision which affects all those present, which he/she wishes to communicate. II. Consulting Meetings These are meetings used to discuss a specific policy or innovation and can be used to get participants' views of such a policy or idea. An example could be: State its deficiencies ,Suggest change , admit any weaknesses III. Problem Solving Meetings These meetings are dependent upon the chairperson describing the problem as clearly as possible . Members should be selected according to their experience, expertise or interest and then given as much information as possible to enable them to generate ideas, offer advice and reach conclusions . (See also Problem Solving) IV. Decision Making Meetings These types of meetings tend to follow an established method of procedure: Description of the problem Analysis of the problem Draw out ideas Decide which is best Reach conclusions

42. Meeting Agenda An agenda is a list of meeting activities in the order in which they are to be taken up , by beginning with the call to order and ending with adjournment . It usually includes one or more specific items of business to be discussed . .An agenda may also be called a docket . (www. Wikipedia.com) A meeting agenda is the list of items that participants hope to accomplish at a meeting. The agenda should be distributed to participants several days in advance of a meeting, minimally 24 hours, so that participants have the opportunity to prepare for the meeting.

43. Meeting Minutes Are protocols or, informally, notes , are the instant written record of a meeting or hearing . They typically describe the events of the meeting , starting with a list of attendees , a statement of the issues considered by the participants, and related responses or decisions for the issues. Minutes are taken as a way of keeping a record of a business' or group's meeting . Minutes are usually recorded by one nominated person , although this can change from meeting to meeting. Meeting minutes are a useful reminder of agreements and decisions that are made. Before each meeting an agenda should be drawn up , detailing the matters to be discussed at the meeting. A set of minutes should normally include the following information: time, date and place of meeting ; list of people attending; list of absent members of the group; approval of the previous meeting's minutes , and any matters arising from those minutes; for each item in the agenda, a record of the principal points discussed and decisions taken; time, date and place of next meeting ; name of person taking the minutes .

44. LO -5 Conducting Interview

45. An interview is a procedure designed to obtain information from a person through oral responses to oral inquiries . is a conversation between two people (the interviewer and the interviewee) where questions are asked by the interviewer to obtain information from the interviewee . An interview is a face-to-face conversation between the interviewer and the interviewee, where the interviewer seeks replies from the interviewee for choosing potential human resource. An interview is a formal and in-depth conversation between interviewer and interviewee; they exchange the desired information, Interview is a method of data collection that involves two groups of people, where the first group is the interviewer (the researcher(s) asking questions and collecting data) and the interviewee (the subject or respondent that is being asked questions). which checks the interviewee’s capability

46. There are several types of interviews conducted and they are listed below. Structured Interview Unstructured Interview Stress Interview One to One Interview Panel Interview Telephonic Interview Video Interview Depth Interview

47. Interview can classified based on the interviews serving diverse purposes I .Informational Interview The objective of this interview is to ask for advice and learn more about a particular career field , employer or particular job. The knowledge that you gain here will make you a sharper and more informed. II. Individual Interview This is the most common type and often called a “ personal interview .” It is typically a one-on-one exchange at the organizations offices. III. Small Group or Committee Interview This is where you will be meeting with several decision-makers at once. This can be an intimidating experience if you are not prepared. It’s an efficient way to interview candidates and allows for different interpretations or perceptions of the same answer. Be sure to make eye contact with everyone, no matter who asked the question. It’s important to establish rapport with each member of the interview team. Try to find out the names and job titles of the participants.

48. IV, The Second or On-Site Interview After your first interview, you may be asked back again for a “ second date .” They like you enough that you made the first round of cuts, but they would like to know more about you before making their final decision. You may be meeting with three to five individuals. This may include a representative from Human Resources, the department head, the office staff and the department head’s supervisor. Be alert and enthusiastic at all times! V, Behavioral-Based Interview This type of interview is designed to demonstrate your competence in core behaviors such as teamwork, problem-solving, communication, creativity, flexibility and organizational skills. You will want to tell your story and structure it by stating your answers in terms of the situation, the task, what action you took, and what was the result or outcome. VI, Task Oriented or Testing Interview This is a problem-solving interview where you will be given some exercises to demonstrate your creative and analytical abilities. A company may ask you to take a short test to evaluate your technical knowledge and skills . Sometimes a presentation to a group is necessary to determine your communication skills. Try to relax as much as possible . VII. Stress Interview During this rare type, the interviewer tries to bait you, to see how you will respond. The objective is to find your weaknesses and test how you hold up to pressure . Such tactics as weird silences, constant interruptions and challenging interrogation with antagonistic questions are designed to push your boundaries. The question you have to ask yourself is: Do I want to work for a company that treats me this way even before the offer is made? Rethink the corporate culture.

49. In an organization context there are also other types of intervies . Some of them are discussed below: Employment Interview/Job Interview A job interview is a process in which a potential employee is evaluated by an employer for prospective employment in their company, organization, or firm. During this process, the employer hopes to determine whether or not the applicant is suitable for the role. Appraisal interview A performance appraisal interview is the first stage of the performance appraisal process and involves the employee and his or her manager sitting face to face to discuss threadbare all aspects of the employee’s performance and thrash out any differences in perception or evaluation . The performance appraisal interview provides the employee with a chance to defend himself or herself against poor evaluation by the manager and also gives the manager a chance to explain what he or she thinks about the employee’s performance. Exit interview An exit interview is typically a meeting between at least one representative from a company's human resources (HR) department and a departing employee. (The departing employee usually has voluntarily resigned vs. getting laid off or fired.) The HR rep might ask the employee questions while taking notes, ask the employee to complete a questionnaire, or both. Human resources departments conduct exit interviews (also called exit surveys) to gather data for improving working conditions and retaining employees

50. The End 10Q