Communication Communication

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Phil Robbinsp.t.robbins@bham.ac.uk

Contents

� Communication cycles

� Exercise 1

� Communication Problems

� Exercise 2� Exercise 2

� Body Language

� Negotiation

� Exercise 3

� Managing Communication

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Communication Cycles1. An information source, which produces a message.

2. A transmitter, which encodes the message into signals

3. A channel, to which signals are adapted for transmission

4. A receiver, which 'decodes' (reconstructs) the message from the signal.

5. A destination, where the message arrives.

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Shannon, C. E., & Weaver, W. (1949). The mathematical theory of communication.

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Images from http://en.wikipedia.org/wiki/CommunicationAccessed 9-6-2011

Issues with Communication

� The technical problem: how accurately can the message be transmitted?

� The semantic problem: how precisely is the meaning 'conveyed'?'conveyed'?

� The effectiveness problem: how effectively does the received meaning affect behaviour?

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I want a rabbit….

Child thinks Parent buys

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Exercise 1 – Communications Game

� Split into teams of 5

� Sit in arrangement on right all facing forward

� You will be given some � You will be given some instructions, some post-its and a pen

� You must not speak or turn round during this game

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Feedback on Exercise 1

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Extensions of the simple linear cycle

� Sender-Message-Channel-Receiver Model

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Berlo, D. K. (1960). The process of communication

Image from http://en.wikipedia.org/wiki/CommunicationAccessed 9-6-2011

Semiotics (signs and symbols)

� Communication can be viewed as a process of information transmission

– Syntactic (syntax – properties of signs/symbols)

– Pragmatic (relation between signs and users)– Pragmatic (relation between signs and users)

– Semantic (relation between signs and what they represent)

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http://www.aber.ac.uk/media/Documents/S4B/sem01.html

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Communication Noise

� Noise – interference in the message

– Environmental noise

– Semantic noise

– Syntax noise (eats shoots leaves)– Syntax noise (eats shoots leaves)

– Organizational noise (poor structure)

– Cultural noise

– Psychological noise

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woman without her man is a savageWoman, without her man, is a savageWoman: without her, man is a savage

A linguistics professor was lecturing to his class one day. "In English," he said, "A double negative forms a positive. In some languages, though, such as Russian, a double negative is still a negative. However, there is no language wherein a double positive can form a negative." A voice from the back of the room piped up, "Yeah, right."

Lexicon of Inconspicuously Ambiguous Recommendations (LIAR)“I am pleased to say that this candidate is a former colleague of mine”“I can assure you that no person would be better for the job”“I would urge you to waste no time in making this candidate an offer of employment”“All in all, I cannot say enough good things about this candidate or recommend him too highly”

English HomonymsWe must polish the Polish furniture.The farm was used to produce produce.The dump was so full that it had to refuse more refuse.This was a good time to present the present.I did not object to the object.I had to subject the subject to a series of tests.

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recommend him too highly”of tests.

About five years ago the battery in my beat-up VW Beetle had died because I left the lights on overnight. I was in a hurry to get to work on time so I ran into the house to get my wife to give me a hand to start the car. I told her to get into our second car, a prehistoric oversized gas guzzler, and use it to push my car fast enough to start it. I pointed out to her that because the VW had an automatic transmission, it needed to be pushed at least 30 mph for it to start.She said fine, hoped into her car and drove off. I sat there fuming wondering what she could be doing. A minute passed by and when I saw her in the rearview mirror coming at me at about 40 mph, I realized that I should have been a bit clearer with my directions.

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Communication Problems

� Source (speaker)

� Receiver (listening)

� Transmission (noise)

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Source

� Mis-judges audience

� Poor structure

� Personality / audience engagement

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Receiver (listening)

1. We listen at 125 to 250 words per minute but think at 1,000 to 3,000 words per minute

2. We have learned about 85% of what we know by listening.

3. We spend about 45% of the time listening.

4. We are distracted, preoccupied, or forgetful about 75% of the time.

5. Immediately after listening to someone talk, we usually recall only 5. Immediately after listening to someone talk, we usually recall only about one-half of what we heard. Beyond that, we remember only about 20% of what we initially heard.

6. Less than 2% of the work force have had any formal training in listening skills.

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From Chapter 7: Building Effective Communication Management Of Professionals, Revised And Expanded, Richard L . Shell, CRC Press 2002, Print ISBN: 978-0-8247-0829-0, eBook ISBN: 978-0-203-91105-1

Self test at http://psychologytoday.tests.psychtests.com/take_test.php?idRegTest=1605The questions asked may help in thinking about how you act when listening – I don’t recommend paying for the results!

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Good practice?

� All communication is much more effective if it is not simply a blanket communication. For instance, a communication such as, “Sue, I want you to do this,” is much more effective than a general announcement.

� It is important to understand that subordinates may not tell management how they really feel, which is commonly referred to as filtering. Subordinates filter because they believe that bad or realistic news may be used against them later by the management.news may be used against them later by the management.

� Every communication deserves a response. When a question is asked, a specific statement is made that is indicative of an appropriate response, and a reply should be given, even if that reply is “no.”

� Good communicators avoid saying “yes but” when they mean “no,” because wrong interpretations can lead to much greater problems later

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From Chapter 7: Building Effective Communication Management Of Professionals, Revised And Expanded, Richard L . Shell, CRC Press 2002, Print ISBN: 978-0-8247-0829-0, eBook ISBN: 978-0-203-91105-1

� Managers should minimize the number of levels through which a message passes because more levels increase distortion, which is a frequent cause of communication breakdown.

� It is important not to overload a message with more information than can be comprehended by the receiver. This typically leads to can be comprehended by the receiver. This typically leads to communication breakdown.

� A combination of oral and written communication is most effective. Thus, vitally important information to subordinates or staff specialists should be communicated both orally and in writing.

� Support words with action. In the final analysis managers are judged more by what they do than by what they say.

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Exercise 2 – Communications Game (LEGO)

� Split into teams of 5

� During this game you may only talk, nothing may be written down.

� You will need to split your team into ‘builders’ and � You will need to split your team into ‘builders’ and ‘viewers’– Builders may not go and look at object being built

– Viewers may not touch any building materials

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Feedback on Exercise 2

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Body Language

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The impact of the message

7%-38%-55%

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7%-38%-55%

From a study by Dr Albert Mehrabian

� An often misquoted study by Dr. Mehabrian from the University of California stated that the total impact of any message is based

– 7% on the words used

– 38% on the volume and tone of one’s voice

– 55% on facial expressions and other body language signals.

� It was never claimed that you could view a movie in a foreign language and accurately determine 93% of the content by simply language and accurately determine 93% of the content by simply watching people’s body language.

� The non-verbal aspects of your communication will reveal to people your underlying emotions, motives and feelings. Your colleagues will evaluate the emotional content of your message, not by what you say or what you inquire about; but by how you say it and how you look when you say it.

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BERTRAND RUSSELL’s GAMEBERTRAND RUSSELL’s GAME

You can say anything 3 ways – flattering, insulting and in-between.

e.g. He’s thick-headed, you’re stubborn, I’m principled

being aware of how we say things – depending on the situation

EXERCISE: Complete the below:1. He’s spineless, you vacillate, I’m flexible2. He’s a workaholic, you keep your self busy, I’m 3. She’s a loudmouth, you…?.....

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Interactions with People

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‘If you wish to persuade

me, you must think my

thoughts, feel my

feelings and speak my feelings and speak my

words,’ CICERO

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Negotiation

Negotiation: Two short film clips that show buyer seller negotiation behaviours.

Tin Men: Chronicle of two

aluminium-siding salesmen's

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aluminium-siding salesmen's

personal and self-destructive

feud. "Tin men" is slang for

aluminium-siding salesmen.

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What was going on?

� Puts buyer under time pressure

� Finding out buyer’s budget

� Promoting unique selling points

� Getting customer on-side (wife versus husband)� Getting customer on-side (wife versus husband)

� Low value concession (free hose)

� Salesman to salesman (car showroom) : neutralising each other

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Negotiation

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BODY LANGUAGE: Will this lady close a great deal with the car dealer ?

Negotiation

Body language (size-up your opponent)

� Importance of face-to-face is often underestimated – can be very relevant and complex

� Over 130 distinct body gestures, 80 in the face and head

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� Over 130 distinct body gestures, 80 in the face and head alone (9 ways of smiling)

� 7% of message is verbal, 35% is how we say it, over 50% is how we look and act!

� Watch for the signals, become able to recognise them, then mould your negotiating position

Negotiation

Body language:

Dominant / confident Ready to negotiate Eagerness

Remaining seated with others standing; hands behind neck; leaning

Tilting of head supported by hand (listening and

Smiling excessively and nodding, leaning forward; closing of pad,

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behind neck; leaning back in chair with direct eye contact, fingers drumming on desk; steepling fingers

(listening and interested); undoing top shirt button and loosening tie; sliding forward legs uncrossed

forward; closing of pad,packing up, sealing the deal

Negotiation

Body language:

Thinking Nervous / submissive / weak

Bored / no interest

Stroking chin; looking upwards with eyes; tugging ear (wants to

Holding chin in chest; fidgeting and changing position frequently;

Looking around room; rolling eyes;swinging foot under

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tugging ear (wants to hear more);dilated pupils (interested in what’s just been shown)

position frequently; touching hair or face; using laptop screen as a shield; breaking eye contact

swinging foot under table; slumping in chair; leaning away; not looking at speaker

Negotiation

Body language:

Defensive / defiant Anger / annoyance Deception

Pursing lips; linking hand and arm unnaturally behind back; holding thumb

Tight lips, grinding teeth; running finger under collar; scratching head; red skin

Covering mouth with hands; rubbing side of nose; jerking head rapidly to one side;

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back; holding thumb under chin; sitting or standing up straight with back arched

head; red skin colouring around neck and rising

rapidly to one side; avoiding eye contact when challenged; looking down or into corners of the room

Exercise 3 – Communications Game

� Split into pairs

� For a minute or so describe to your partner the last meeting you went to

� Now think of something you really like doing or are really excited about.really excited about.

� Spend a minute describing this to your partner

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Feedback on Exercise 3

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Managing Communication

� In life and in projects:

– Bad news travels fast!

– Bad news often travels inaccurately!

� It helps to manage your communications

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The result of bad communication is a disconnection

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disconnection between strategy and execution

Chuck Martin

Communications

� Effective communication is all about distributing the right information to the right people at the right time

� Communicating is easy…….right?

� We all communicate by some form every day, from � We all communicate by some form every day, from the day we were born, so with all this experience, we must be good at it!

� Fact….. a common problem is badly organisedcommunications

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E. coli outbreak: Germany blames Spanish cucumbers

Spanish fruit and vegetable exporters estimate they are

Germany had blamed Spanish cucumbers but has since accepted it was not the case

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Spain says it will seek damages from Germany over initial claims that its produce was the source of the outbreak

exporters estimate they are losing 200m Euros’ ($290m; £177m) a week in sales.

BBC, June 2011

Good Communication?

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wait…….it’s the (German) Bean Sprouts!BBC News June 2011/Reuters

Communications Plan

� A Communications Plan can help ensure that communication is clear, concise, relevant and timely

� The Plan describes the information that must be disseminated to all stakeholders, to keep them disseminated to all stakeholders, to keep them regularly informed.

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Stakeholder Recap

� Person group or organisation who– has a controlling influence on the project

– benefits in some way from the project

– has an interest in the process and/or outcome of the project

– has resources invested in the project

– has other projects that may depend on the effectiveness of – has other projects that may depend on the effectiveness of the project

� There may be a long list of stakeholders

– some are advocates and supporters

– others can be blockers or critics

– some will have the power to influence, others may not

– some will show interest, others may not

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Stakeholder Mapping

Acquaintances Friends

Import

ance (

po

we

r/a

uth

ority

)

Hig

hAssociates Partners

They control resources and approve direction and pace

They can impact progress and success, influence project direction and

other stakeholdersAgreed ‘contracts’

Strong relationships

Acquaintances Friends

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Influence

Import

ance

Low

Low HighMelton, Dr. Trish, Real Project Planning, 2008

Keep a watching brief on where they move in the

organisation

They can influence what other more powerful stakeholders decide

Communicate ‘as needed’ Open relationships

Communication and Culture

� I do not want my house to be walled in on all sides and my windows to be stuffed. I want the cultures of all the lands to be blown about my house as freely as possible. But I refuse to be blown off my feet by anypossible. But I refuse to be blown off my feet by any

Mahatma Gandhi

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� Working in a global team and dealing with business partners or customers across cultures raises challenges and demands

� Cultural differences can greatly reduce effectiveness

� Teamwork requires an ever growing number of � Teamwork requires an ever growing number of contacts and communications between people with different linguistic and cultural backgrounds

� Communication needs to be as constructive as possible, without misunderstandings and breakdowns

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� Why is it important to recognise sensitivities and improve knowledge around intercultural communication?– Mistakes can lead, at the best, to embarrassing or amusing – Mistakes can lead, at the best, to embarrassing or amusing

mistakes in communication.

– At the worst, mistakes could confuse or even offend the people we communicate with

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Common Language?

� A General Motors car advert with "Body by Fisher" became "Corpse by Fisher" in Flemish.

� A Colgate-Palmolive toothpaste named "Cue" was advertised in France before anyone realized that Cue also happened to be the name of a widely circulated pornographic book

� Pepsi Cola's "Come Alive With Pepsi" campaign, when it was � Pepsi Cola's "Come Alive With Pepsi" campaign, when it was translated for the Taiwanese market, conveyed the unsettling news that, "Pepsi brings your ancestors back from the grave."

� Parker Pen could not advertise its famous "Jotter" ballpoint pen in some languages because the translation sounded like "jockstrap" pen.

� One American airline operating in Brazil advertised that it had plush "rendezvous lounges" on its jets, unaware that in Portuguese "rendezvous" implies a special room for having sex.

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4 Steps towards the Communications Plan

� Step 1: List the Communications Stakeholders

– Identify the right people with whom to communicate, create a list of the communications stakeholders

� Step 2: Identify the Communications Requirements

– Describe their requirements for information– Describe their requirements for information

� Step 3: Build a Communications Schedule

– Build a schedule of communications activities, groups of tasks that are undertaken to disseminate information.

� Step 4: Define the Communications Process

– Define the process for monitoring and controlling the communications undertaken throughout the project

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Communications vehicles

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� Selecting the most appropriate methods of communications can help with cultural cohesion

� Expansion of information and communication technologies, communication media options have growngrown

– Email, Internet, intranet, virtual team areas, webcams, digital photographs

� F2F sessions remain essential– Meetings, Town Halls, Show & Tell

� Other tools– Newsletters, brochures, posters, progress charts

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Communications… or lack of it!

‘Suddenly, a heated debate took place between the King and the moat contractor’……………

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With thanks to

� This material was developed for various part of our MSc in Industrial Project Management (http://www.birmingham.ac.uk/students/courses/postgraduate/taught/chemeng/industrial-project-management.aspx)

� This course was developed in conjunction with GSK, but is now available to all.

� Material developed by Al o’Dornan, John Dyson, Ted Thorpe, Ken Newton, Chris Gower, Geoff Gillies, Philip Bailey, Neil Rowson

� Helped today by Neil Rowson, Chris Gower and Tom Mills

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