COMMUNICATION

Tuğçe AYDINTuğçe AYDIN

COMMUNICATION

Communication is the process of sending

and receiving messages between

parties

Basic Model Of Communication

THE NATURE OF COMMUNICATION

1-Senders and Receivers 2-Transmitters and Receptor3-Messages and Channels 4-Decoding, Meaning, and Encoding5-Feedback

Senders & Receivers

Each have goals and objectives The sender may want to change the

receiver’s mind The receiver may not want to have

his mind changed

Transmitters and Receptors

is the equipment by which information is sent

Information can be sent verbally and nonverbally

Messages and Channels

are the vehicles by which information is communicated.

direct expressions symbolic representations

Decoding, Meaning, and Encoding

Decoding is the process of translating messages from their symbolic form into interpretations that can be understood.

Meanings are the facts, ideas, feelings, reactions, or thoughts that exist whitin individuals, and act as a set of “filters” through which the decoded messages are interpreted.

Encoding is the process by which messages are put into symbolic form

Feedbackis the process by which the receiver

“reacts” to the sender’s message

It is necessary to let the sender know that the message was

(a) actually received,(b) encoded, (c) ascribed with the same meaning that

the sender intended

BASIC PRINCIPLES OF COMMUNICATION

It is impossible to avoid communicating

Communication is largely nonverbal

Context affects communication Meanings are in people, not in

words

BASIC PRINCIPLES OF COMMUNICATION (cont’d)

Communication is irreversibleNoise affects communicationCommunication is circularCreating common goal is

essentialCommunication has effects

VERBAL AND NONVERBAL MESSAGES

Basic ways in which people send and receive messages

Verbal MessagesMessages sent verbally are

messsages expressed in words

The science of semantics

Nonverbal Messages About 65 percent of the meanings

people get from a communication

VoicePhysical MovementsSpace

“your lips tell me ‘no,no’ but there is ‘yes,yes’ in your eyes”

ADAPTING MESSSAGES TO PURPOSE AND AUDIENCE

increase the probabilty that communication will be

successful

LanguageFormatStyle

Language

Appropriate language is the language that has been adapted to the receiver while retaining a naturalness with respect to the

sender

Format

Depends on the receiver (audience) and on the purpose.

Style

Formal/informal,

Simple/complex,

Natural/flamboyant

JOHARI WINDOW

Arena Adjectives selected by both the

participant and his or her peers

Represents traits of the participant of which both they and their peers are aware.

“I know my name, and so do you.”

Façade

Adjectives selected only by the participant, but not by any of their peers

Represents information about the participant of which their peers are unaware

“I have not told you, what one of my favorite ice cream flavors is.”

Blind Spot Adjectives that are not selected by

the participant but only by their peers

“we could be eating at a restaurant, and I may have unknowingly gotten

some food on my face. This information is in my blind quadrant

because you can see it, but I cannot.”

Unknown Adjectives which were not selected

by either the participant or their peers

“I may disclose a dream that I had, and as we both attempt to

understand its significance, a new awareness may emerge, known to

neither of us before the conversation took place.”

able accepting adaptable bold brave calm caring cheerful clever complex confident

dependable dignified energetic extroverted friendly giving happy helpful idealistic independent ingenious

intelligent introverted kind knowledgeable logical loving mature modest nervous observant organized

patient powerful proud quiet reflective relaxed religious responsive searching self-assertive self-conscious

sensible sentimental shy silly spontaneous sympathetic tense trustworthy warm wise witty

55 adjectives used to describe the participant

BARRIERS FOR EFFECTIVE BARRIERS FOR EFFECTIVE COMMUNICATIONCOMMUNICATION

Ayşe Bilge ÇAKIRAyşe Bilge ÇAKIR

Tangible DifferencesTangible DifferencesGenderGender

AgeAge

RaceRace

National or Cultural National or Cultural OriginOrigin

Socioeconomic Socioeconomic ClassClass

Education LevelEducation Level

Urban or Rural Urban or Rural ResidenceResidence

GENDERGENDER Major influence on the way we Major influence on the way we

communicate with others.communicate with others.

When men and women work When men and women work together in a group, men tend to be together in a group, men tend to be more assertive and self-confident.more assertive and self-confident.

Women are more likely than men to Women are more likely than men to express their emotions, to reveal express their emotions, to reveal how they feel about a situation.how they feel about a situation.

AGEAGE

YYoung people and old people communicate in oung people and old people communicate in different waysdifferent ways. .

WWe do tend to judge a statement by different e do tend to judge a statement by different standards if we know the speaker’s agestandards if we know the speaker’s age..

AA person’s age or person’s age or gendergender is not important in is not important in judging the truth or wisdom of what that judging the truth or wisdom of what that person saysperson says ..

Their maturity, their educational Their maturity, their educational backgrounds, and the different eras in backgrounds, and the different eras in which they grew up make a which they grew up make a GGeneration eneration GGapap inevitable inevitable..

Intangible DifferencesIntangible Differences

PerceptionPerceptionMotivationMotivationTunnel VisionTunnel VisionEgoEgoDefensivenessDefensivenessNegativeNegativeEmotionsEmotions

PERCEPTIONPERCEPTIONOur physical limitations are a

screen through which we perceive things that exist in our environment.

Our perception is also limited by psychological screens that we have developed.

Choosing from among the many things within our range of perception those that we will notice, and block out the rest is called ““Selective PerceptionSelective Perception””

Mother: Will you straighten up your room?Teenager: Why? What’s messy?

Selective PerceptionSelective Perception

AAllows us not only to block out things llows us not only to block out things that are there, but also to see more that are there, but also to see more things than are there. things than are there.

Leads us to Leads us to make our own reality!make our own reality!

MMost clearly seen in the human ost clearly seen in the human tendency to stereotype otherstendency to stereotype others. .

MOTIVATIONMOTIVATIONA Motive is a A Motive is a

Reason For Reason For Action!Action!

The most strongest motivations are those The most strongest motivations are those that are most personal. that are most personal.

We are motivated by money, fame, power, We are motivated by money, fame, power, love, status, security, skill, ambitionlove, status, security, skill, ambition...etc...etc

It can be both positive or negativeIt can be both positive or negative.

TUNNEL VISIONTUNNEL VISION

A A closed way of thinking, closed way of thinking, especially aboutespecially about abstract topics, abstract topics, such as religion andsuch as religion and politicspolitics.

The person with tunnel vision is one who has firmly The person with tunnel vision is one who has firmly fixed ideasfixed ideas

The opposite side is The opposite side is open-mindednessopen-mindedness PersonPerson with tunnel vision with tunnel vision hashas attitude seems to say; attitude seems to say;

“I’ve already made up my mind, Don’t confuse me “I’ve already made up my mind, Don’t confuse me with the facts!!!”with the facts!!!”

EGO DEFENSIVENESSEGO DEFENSIVENESS AA response pattern in which a person who response pattern in which a person who

follows this pattern sees a disagreement as a follows this pattern sees a disagreement as a personalpersonal

attactattact . .

A self-centered communication

More than just being selfish

NEGATIVE EMOTIONS Almost always obstacles to good

communication! Especially true if the emotion isuncontrolled, unfocused, or misdirected.

DISTORTION BARRIERS

1.1. DDiistractstractiionsons

2.2. SemantSemantiic Problemsc Problems

3.3. AbsenAbsencce Of Feedbacke Of Feedback

4.4. ClCliimatemate

5.5. Status And Power Status And Power DDiifferencesfferences

DDiistractstractiionsons

It occurs It occurs where peoplewhere people

aarere c constantlyonstantly comingcoming

in andin and leaving for oneleaving for one

reason orreason or another, andanother, and

eexperincedxperinced thethe

frustration thatfrustration that isis

created by thiscreated by this

ddistractingistracting traffic flowtraffic flow.

Semantic Problems

DDistortion in communication comes istortion in communication comes from semantics- the use of words or from semantics- the use of words or expexpresressions which have a different sions which have a different meaning for the sender or receivermeaning for the sender or receiver.

CCreated when communicators use reated when communicators use technical jargon- usage common to technical jargon- usage common to a particular field or specializationa particular field or specialization..

Status And Power Differences Differences in

communications arelikely to parallel thedifferences in power.

Imbalance or asymmetry

in negotiating powerleads the high powerparty to performsignificantly better thanthe low power party.

GUIDELINES FOR EFFECTIVE COMMUNICATION

Be Exact Use the word “is” carefully Avoid Overgeneralization Be sensitive to connotative

meaning Do not to overuse you or your Count from 1 to 10

GUIDELINES FOR EFFECTIVE COMMUNICATION

Recognize that you don’t know all the answers to all questions

Always remember that what others may not mean the way we think they mean it

Focus on common interests rather than differences

Think positive

IMPROVING COMMUNICATION IMPROVING COMMUNICATION EFFECTIVENESS IN EFFECTIVENESS IN

NEGOTIATIONNEGOTIATION QUESTIONINGFor clarifyingcommunications, andeliminating noise anddistortion .

ACTIVE LISTENING / REFLECTING

ROLE REVERSAL Understand the other’sposition by activelyarguing his position tohis satisfaction.

Ayşen ERKILIÇ

BUSINESS COMMUNICATION

What is “Business

Communication”?

sending and receiving of messages in

an organization

Intentional

Unintentional

Characteristics of Business Communication

Complex, Competitive, Group oriented, Task oriented, Data based .

Carter and Huzan(1981), studied the nature of a business

Telephone People-to-people communication Typing People-to-paper communication Copying Paper-to-paper transfer Storing Paper-to-file transfer Information retrieval Files-to-people transfer

Employees Responsibility

They should serve as;

Interpreter Humanizer Promoter

Communication SkillsListeningWritingInterviewingGroup discussionInterpersonal communicationPublic speakingNonverbal communicationProblem solvingTelephone communication

Communication Ethics

Communication ethics is the

consideration of the rightness of

wrongness of a given

communication act.

CEO

Vice-President,AuxiliaryServices

Vice-President,

Research and Development

Vice-President,

Manufacturing

Engineering

Vice-President,

SalesMarketing

Vice-President,ServicesTechnical

Assistance

Maintenance

Supplies

Productiondevelopment

Productrefinement

Personal computers

XT computers

AT Computers

CRX 1000PC

CRX 2000XT

CRX 3000AT

Individualcustomers

Business applications

Communication Networks

Line networks normally involve superior-subordinate relationships.

Staff relationships between the members of an organization are most often advisory in nature.

Communication Networks(cont’d)

Formal Networks

Formal networks are legitimate and often indicated by an organization chart that displays who answers to whom.

Formal networks indicate a unity of command.

Formal communication networks contain more of the written, predictable, and routine communications

CEO

Vice-President,AuxiliaryServices

Vice-President,Research and Development

Vice-President,Manufacturing

Engineering

Vice-President,Sales

Marketing

Vice-President,ServicesTechnicalAssistance

Maintenance

Supplies

Productiondevelopment

Productrefinement

Personal computers

XT computers

AT Computers

CRX 1000PC

CRX 2000XT

CRX 3000AT

Individualcustomers

Business applications

Informal Networks

Informal networks are unofficial channels through which information passes in an organization.

Informal networks are faster, richer, and often more accurate, and communication is more likely to be face-to-face.

Span Of Control

The smaller the span of control, the more

communication access each employee will

have to the supervisor.

Grapevines

Conrad (1990); “Because using formal communication

networks takes so much time and effort, people may have choose to not communicate at all if they have no formal channels available.

Even ‘gossip’ and ‘rumors’ usually provide accurate information”. Such networks are called grapevines.

CEO

Division Manager

Department Head

Department Head

Department Head

Department Head

Department Head

Department Head

Department Head

Department Head

Department Head

Division Manager

Division Manager

(a)

CEO

Manager

Manager

Manager

Manager

Manager

Manager

Manager

Manager

Manager

Manager

Manager

(b)

(a) Tall Organization structure

(b) Flat Organization structure

Information Flow in Business Organizations

Information Flow in Business Organizations

Downward communication occurs when a manager or supervisor sends a message to one or more subordinates.

Upward communication occurs when messages flow from subordinates to managers or from supervisors to executives.

Horizontal communication occurs between people at the same level, or between people at corresponding levels in different divisions.

Information Flow in Business Organizations

Organizational theorists Tannenbaum and Schmidt,

displays the range of communication styles

The more you control, the less you involve;

The more you involve, the less you control.

Instructing, explaining.Instructing, explaining.

Do not need your Do not need your audience’s audience’s opinions. opinions.

persuading persuading

You want your audience You want your audience to do something to do something

different different

Conferring, you want to Conferring, you want to learn from them yet learn from them yet

the control the the control the interaction interaction somewhat somewhat

Collaborating,you and Collaborating,you and your audience are your audience are

working together to working together to come up with the come up with the

content content

Thanks For Attendance…!!!