(1) Communication (1)

7/30/2019 (1) Communication (1)

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Communication

Unit 1


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Definition of Communication (1 of 2)

The exchange of thoughts, messages, or

the like, as by speech, signals or writing.

To express oneself in such a way that one is readily and clearly understood.


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Definition of Communication (2 of 2)

Communication is shared feelings/shared

understanding.

If you can honestly achieve that goal, youare communicating.


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What is Communication

Art of getting your message across

effectively through:

Visuals leaves greatest impact

Body Language can make or mar

Spoken words first & simplest way

Written words

reflects importance

Communication Skills


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Research shows, communication is

body language 55%

words 7%

style 38%


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Why Communication

to express our emotionsachieve joint understandingto get things donepass on and obtain informationreach decisions

develop relationships



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Home Truths about Communication

Good Communication can t exist without honest

listening

We do not try HARD to get our message across

We do not take advantage of various media availableto us

We all could improve our communication skills

It cannot be perfected



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Ways & effects of Communication

More Flexible, Less Accurate butresponsive (Grapevine/Rumors)

Informal

Less Flexible, More Accurate but less

responsive (JAGRITI)

Formal



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Methods of Communication

Memo, fax, e-mail, voice mail, letter.

Phone call, in-person.

Two-Way

One-Way

Collaborative Team meetings, consulting,consensus, decision making, group problem solving.


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Components of Communication

Context Sender Encoder Message Medium Receiver Decoder Feedback


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Components of CommunicationContext

Every message whether oral or written begins with context. It is a broader term which includes country culture, organization, internal and external stimuli.

Context prompts you for sending / receiving messages and helps you in designing a successful message. Your education, past experience, liking,disliking, job status, age and confidence influence the way you communicate with others.

For effective communication, your ability to translate the context of your receiver is as important as is yours.

Receiver context includes his culture, expectations, values, opinions,mental ability, needs, skills, etc.


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Components of CommunicationSender Encoder As a sender encoder, you use symbols that express you message and create the desired response.MessageYou must first decide what the main point of your message is and what other information to be included.It consists of both verbal (spoken and written) and nonverbal symbols


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Components of CommunicationOralImmediate feedback

Shorter sentences; wordsConversationalFocus on inter personalrelationsPrompt action

More imperative, interrogative andexclamatory sentences

Written Delayed feedback

Longer sentencesMore formalFocus on contentWhere evidence of record is

required

Detailed documentationsPossibility of review


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Components of CommunicationReceiver Decoder

The message receiver is your reader or listener alsoknown as decoder, as s/he decodes your encodedmessage. Receiver is influenced by his context and byhis mental filter.FeedbackFeedback can be a desire action, an oral or writtenmessage, or simply a silence. It is the most importantpart of communication process.


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Communication Process

R e c ei v

er

Sent Message

CommunicationMedium

Feedback

(e.g., verbal, face-to-face, or e-mail)

ReceivedFeedback

EncodedMessage

ReceivedMessage

DecodedMessage

S e n

d e r


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Components of Communication1. Context

a) Have you considered the cultural and organization conventionconcerning the environment of your message?

b) Have you thought about the specific reasons for andobjectives of your message?

2. Sender encodera) Recognize the internal attitudes can influence your messageb) Realize that the words you are using reveal something about

you


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3. Messagea) Is the central purpose clear ?b) Verbal and nonverbal elements are considered ?

4. Mediuma) Which medium should be used? Oral for urgent; written for

less urgent;b) Ask yourself: Are the symbols used are clear in the medium I

have chosen?5. Receiver - decoder

a) Are you, as the sender, aware of the attitudes and perceptionsof your receiver?

b) Are there any physical, emotional, mental or cultural factors inthe receiver mind that could affect your message?


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5. Feedbacka)

Have you allowed for feedback to your receiver /message?b) Have you been precise about when you desire the

feedback?


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Basic Interpersonal

Communication Model

EventXMessage

Context Affect

Perceptual screensPerceptual screens

Communicator Receiver

Influence message quality, accuracy, clarityInclude age, gender, values, beliefs, culture,

experiences, needs


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Reflective Listening

Reflective Listening - the skill of listeningcarefully to another person and repeating backto the speaker the heard message to correctany inaccuracies or misunderstandings

This complexprocess needsto be divided tobe understood

What I heard yousay was we willunderstand the

process better if webreak it into steps


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Emphasizes receivers role

Helps the receiver & communicator clearly& fully understand the message sent

Useful in problem solving


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Reflective listening emphasizes

the personal elements of the communicationprocessthe feelings communicated in the messageresponding to the communicator, not leading

the communicator the role or receiver or audienceunderstanding people by reducing perceptualdistortions and interpersonal barriers


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Reflective Listening:

4 Levels of Verbal ResponseAffirm contact

Paraphrase the expressed

Clarify the implicit

Reflect core feelings


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One-way vs. Two-wayCommunicationsOne-WayCommunication - a

person sends a messageto another person and noquestions, feedback, orinteraction follow

Good for givingsimple directions

Fast but often lessaccurate than 2-waycommunication

Two-WayCommunication - thecommunicator & receiverinteract

Good for problem

solving


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Five Keys to Effective SupervisoryCommunication

Expressive speaking

Empathetic listeningPersuasive leadership

Sensitivity to feelings

Informative management


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Defensive Communication

Defensive Communication - communicationthat can be aggressive, attacking & angry, or passive & withdrawing

Leads to injured feelings communication breakdowns alienation retaliatory behaviors nonproductive efforts problem solving failures


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Nondefensive Communication

Nondefensive Communication -

communication that is assertive,direct,& powerful

Provides basis for defense when attacked restores order, balance, and effectiveness


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Two Defensiveness Patterns

Dominant Defensiveness - characterized by active,aggressive, attacking behavior

Subordinate Defensiveness - characterized by passive,submissive, withdrawingbehavior


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Defensive Tactics

DefensiveTactic

Speaker Example

Power Play Boss Finish this report by monthsend or lose your promotion.

Put-Down Boss A capable manager wouldalready be done with thisreport.

Labeling Boss You must be a slow learner.Your report is still not done?

Raising Doubts Boss How can I trust you, Chris, if you cant finish an easyreport?


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Defensive TacticsDefensive

TacticSpeaker Example

MisleadingInformation

Employee Morgan has not gone over with me the information Ineed for the report. [Morganleft Chris with a copy of thereport.]

Scapegoating Employee Morgan did not give me inputuntil just today.

Hostile Jokes Employee You cant be serious! Thereport isnt that important.

Deception Employee I gave it to the secretary. Didshe lose it?


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Nondefensive Communication:A Powerful ToolSpeaker seen as centered, assertive, controlled,informative, realistic, and honestSpeaker exhibits self-control & self possessionListener feels accepted rather than rejectedCatherine Criers rules to nondefensive

communication1. Define the situation2. Clarify the persons position 3. Acknowledge the persons feelings

4. Bring the focus back to the facts


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Communication Networks

Y Network

Wheel Network

All ConnectedNetwork

Circle Network CentralizedNetworks

DecentralizedNetworks


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Direction of

Organizational Communication

Downward From supervisor to subordinate

Job instructionsInformation on organization policiesPerformance feedbackInform associates about the organizations goals and

changes


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Direction of

Organizational CommunicationUpward From subordinate to supervisor

Grievance proceduresDepartmental meetingsParticipation in decisions

And others

Upward communication may be necessary toMonitor the effectiveness of decisionsProvide informationMaintain associate moraleEnsure that jobs are being done properly


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Direction of

Organizational CommunicationHorizontal Between associates at the

same level Facilitates coordination

among organizational units May arise from integrating

positions (boundary-spanning positions) 360-degree performance

feedback


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Interpersonal Communication

Direct verbal or nonverbal interaction betweentwo or more active participants Formal vs. informal issues

Informal includes spontaneous interactionsInformal may reach more associatesInformal can help build cohesion and friendship amongassociatesInformal may include untrue rumors and gossip


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Communication Media

Effective managers use richer media when Message becomes more

equivocal Message is more

important They need to

present apositive self-image

Face-to-face

Formal numerical textFormal written text

Personal written textElectronic messaging

Telephone

Do you know whichmedia are richer?

Least rich

Richest


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Nonverbal CommunicationCommunication that takes placewithout using language, such as

facial expressions or body language Body language (kinesics)

Facial expressionsUse of hands, arms, legs and posture

Paralanguage (How something is said)

Tone and pitch of voiceUse of silence

GesturesHand signalsShrugging ones shoulders


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Nonverbal Communication

Nonverbal communication provides informationabout the Persons attitudes Emotional state Mental state

Nonverbal behavior may support or conflictwith a persons verbal communication


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Concepts & Problems of

Communication

No two people are EXACTLY alikeNo two countries are EXACTLY alikeNo two cultures are EXACTLY alike

Result

Problems with communication occur when thecommunicator filters are sharply different.


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Communication

Factors affecting communication process

1. Physical Barriers2. Psychological Barriers3. Conventions of Meaning

4. Perception of Reality5. Values, Attitudes, Opinions


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CommunicationFactors affecting communication process

1. Conventions of Meaning

a) Miscommunicated instructionsb) Reactions towards Denotations,Connotations and EuphemismsDenotation Dictionary meaning of a word while

Connotation The emotional implications and associations that a word may carry. For examplehome and Villa


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Communication


1. Conventions of Meaningb) Reactions towards Denotations,

Connotations and EuphemismsEuphemism is the substitution of an inoffensive term

(such as "passed away") for one considered offensively explicit ("died").


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2. Perception of Reality

Being possessing unique filter (brain) every one of usmakes various abstractions , inferences , and evaluations of the world around us.

Abstracting when certain facts are selected from provided group of information and omitting the remaining information.


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2. Perception of Reality1. Abstraction

a) Necessary Desirable Abstracts: People other than you may notabstract as you abstract the things because of their limited time, space,interest, etc. Abstraction occurs when a person describe events,people, equipment, projects, animals, objects etc.b) Slanted Statements: (Biased Statements) For example newsreporter is taught to include quoted statements in context and to avoidexpression of personal approval or disapproval of the persons, objects,

or occurrences being described.


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Concepts & Problems ofCommunication

Factors affecting communication process2. Perception of Reality

1. Abstractionb) Slanted Statements: (Biased Statements)

A reputable news reporter would not write, a small crowd of suckers cameto hear the Governors plan for 2009 yesterday noon. In that rundown hotel that disfigures Hong Kong central .

Instead

he may state that between 200 and 350 people heard an addressyesterday noon by Governor Patton in the auditorium at the Conrad Hotel at Pacific Place.


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Concepts & Problems ofCommunication

Factors affecting communication process2. Perception of Reality

1. Abstractionb) Slanted Statements: (Biased Statements)

A reputable news reporter would not write, a small crowd of suckers cameto hear the Governors plan for 2009 yesterday noon. In that rundown hotel that disfigures Hong Kong central .

Instead

he may state that between 200 and 350 people heard an addressyesterday noon by Governor Patton in the auditorium at the Conrad Hotel at Pacific Place.


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Communication


2. Perception of Reality2. Inferring Inferences are conclusion drawn from evidence. We make assumptions and draw conclusions even though we are not able to immediately verify the evidence. Some inferences are

both necessary and desirable ; others are risky ,even dangerous .


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1. InferringNecessary, Desirable Inferences

Inferences necessary to solve problemsSome of the examples of fairly reliable inferences

1. When we land at a foreign airport, we assume we will be treated

hospitably.2. When we send a fax, we assume that it will reach to intended receiver.


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2. Risks of Inferences.When the assumptions made are wrong and can lead towards a

failure of business, or towards wrong directions or simply results in undesired actions.


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3- Values Attitudes and Opinions

A receivers attitude towards a message can determine whether it is accepted, rejected, distorted, or avoided. People react favorable when the message they receive agrees with their views toward the information, the fact and the sender.


Communication


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Communication

Within OrganizationsOrganizational communication Patterns of communication at the organizational

level Purpose is to facilitate achievement of

organizational goals Involves the use of

Communication networksPoliciesStructures


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Communication AdvantagesIncrease productivity.

Reduce stress.Better understand what others aresaying.

Better understand how to get yourmessage across.Enhance relationships.

Save time and money.


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Communication

Communication Problems Involving Values,Attitudes and Opinions

1. Reactions towards Favorable / Unfavorableinformation

2. Inadequate or Incorrect Information3. Closed Minds (Rigid views on certain subject)4. Senders Credibility5. Environmental / Business / Personal Stress


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Communication

Non Verbal CommunicationSometimes nonverbal messages contradict the verbal; often they

express feelings more accurately than the spoken or writtenlanguage.

1. Appearance2. Body Language3. Silence, time and space


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Communication

Non Verbal CommunicationHow Appearance Communicates?

a) Effect on Written Messagesb) Effect on Oral Messages

i) Personal Appearance

ii) Surroundings Appearance


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Communication

How Body Language Communicates?1- Facial Expression: conventions of eye contact are specific to

each culture. Eye contact and facial expression can help or hinder your verbal message.

2- Gestures, Posture, and Movements Posture, gestures and body movement convey a message and add to or subtract from your oral message.

3- Smell and Touch4- Voice and Sounds


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Communication

How Silence, Time, and Space Communicates1- Time2- Space


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BARRIERS TO UNDERSTANDING

VolumeUnfamiliarityEmphasis word stress sentence stress

Pace (pauses)Intonation

C i ti B i


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Communication Barriers

Communicationmessage

Trueunderstanding

Communicationbarriers

Information overload

Noise

Time pressures

Network breakdowns

Information distortion

Cross-cultural barriers

Organizational Barriers Individual Barriers

Differing perceptions

Semantic differences

Status differences

Consideration of self-interest

Personal space

Poor listening skills


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Communication BarriersExhibit 9-3 Cultural Communication Differences

Eye contact Direct In many Asian Countries, extendedeye contact is unacceptable.

Time orientation Punctual Time is Money Asian and Latin American cultures

have longer time horizons; resolvingissues is more important than being ontime.

Answering questions Direct and factual Many Asian cultures view being directas rude and aggressive.

Self-presentation Self-promotion rewarded Many other cultures (e.g., Asian,

Russian) find this rude.

Communication In the United States Elsewhere

Posture Open body posture In Japan, a closed body posture is(e.g., arms relaxed) preferred (e.g., crossed arms and legs)

Indicating no Shaking ones head from In Bulgaria, the no signal means Imside to side listening, rather than I disagree.


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Overcoming

Communication BarriersCommunication audit Analysis of an organizations internal and external

communication to assess communication practices andcapabilities and determine needs

MethodologyHold a planning meeting with all major parties to determine aspecific approach and gain commitment to it

Conduct interviews with top managementCollect, inventory, and analyze communication materialConduct associate interviewsPrepare and administer a questionnaire to measure attitudestoward communication


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Overcoming

Communication BarriersIndividual actions Know your audience Select an appropriate communication medium Encourage feedback Regulate information flow and timing

Listen actively


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Overcoming Communication BarriersExhibit 9-4 How to Be an Active Listener

1. Stop talking.Often, we talk more than we should without giving the other person a chance torespond. If we are thinking about what we will say when we talk, we cannotfocus attention on the person we wish to listen to. Do not interrupt.

2. Pay attention.Do not allow yourself to be distracted by thinking about something else. Often,we need to make an active effort to pay attention when others are speaking.

3. Listen empathetically.Try to take the speakers perspective. Mirror the speakers body language and

give him or her nonjudgmental encouragement to speak.4. Hear before evaluating.Do not draw premature conclusions or look for points of disagreement. Listen towhat the person has to say before jumping to conclusions or judgment.


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Overcoming Communication BarriersExhibit 9-4 How to Be an Active Listener

5. Listen to the whole message.Look for consistency between the verbal and the nonverbal messages. Try toassess the persons feelings or intentions, as well as just facts.

6. Send feedback.In order to make sure that you have heard correctly, paraphrase what washeard and repeat it to the person you were listening to.


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WORD STRESS

A commercial development occurs irregularly

in this sector, perhaps once every fourteen

years.


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SENTENCE STRESS

Got distinction.Buy fresh juices.


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WORD STRESS

Occur Purpose

Technique AcademicDevelopmentEventConcentrateProcess

Occur Purpose

Technique Academic Development Event Concentrate Process


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CHUNKING

Anyone can become a manager. But, of course, theunprepared, the untrained, and those given too

much responsibility before theyre ready will fail.

can become a successful But, of course, the

The And those given too much Before they re ready Will


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GROUP SKILLS


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GROUP SKILLS Practice exercise

1: Preparation 2: Practice

3: Presentation 4: Review


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How Do New Technologies

Affect Behavior?Fast, immediate access to informationImmediate access to people in power Instant information exchange across distanceMakes schedules & office hours irrelevantMay equalize group power May equalize group participation


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Communication can become moreimpersonal interaction with a machineInterpersonal skills may diminish less tact,less graciousnessNon-verbal cues lacking

Alters social contextEasy to become overwhelmed with informationEncourages polyphasic activity

How Do New Technologies

Affect Behavior?

Tips for Effective Use of New


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Strive formessage

completeness

Tips for Effective Use of NewCommunication Technologies

Build infeedback

opportunities

Providesocial

interactionopportunities

Dontassume

immediateresponse

Is themessage

reallynecessary?

Regularlydisconnect

from thetechnology

Providesocial

interactionopportunities


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(1) Communication (1)

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