Communication

Unit 1

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.

Definition of Communication (2 of 2)
Communication is shared feelings/shared understanding. If you can honestly achieve that goal, you are communicating.

Communication Skills

What is Communication Art of getting your message across effectively through:

Spoken words first & simplest way

Body Language can make or mar Written words reflects importance

Visuals leaves greatest impact

Research shows, communication is

55% body language

7% words

38% style

Communication Skills

Why Communication

to express our emotions achieve joint understanding to get things done pass on and obtain information reach decisions develop relationships

Communication Skills

Home Truths about Communication

Good Communication cant exist without honest listening

We do not try HARD to get our message across

We do not take advantage of various media available to us

We all could improve our communication skills It cannot be perfected

Communication Skills

Ways & effects of Communication

Formal Less Flexible, More Accurate but less responsive (JAGRITI)

Informal

More Flexible, Less Accurate but responsive (Grapevine/Rumors)

Methods of Communication
One-Way

Memo, fax, e-mail, voice mail, letter. Phone call, in-person.

Two-Way

Collaborative

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

Components of Communication

Context Sender Encoder Message Medium Receiver Decoder Feedback

Components of Communication

Context
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.

Components of Communication

Sender Encoder
As a sender encoder, you use symbols that express you message and create the desired response.

Message
You 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

Components of Communication

Medium
Your medium depends upon all the contextual factors (already discussed), and the nature of the message. The choice of the medium depends upon the relationship between the sender and receiver 1- Inside your organization (Memo, Reports, Meetings etc.) 2- Outside your organization (Letters, Proposals, faxes, ads, discussions, interviews etc.)

Components of Communication
Oral
Immediate feedback Shorter sentences; words Conversational Focus on inter personal relations Prompt action More imperative, interrogative and exclamatory sentences

Written
Delayed feedback Longer sentences More formal Focus on content Where evidence of record is required Detailed documentations Possibility of review

Components of Communication

Receiver Decoder The message receiver is your reader or listener also known as decoder, as s/he decodes your encoded message. Receiver is influenced by his context and by his mental filter.

Feedback
Feedback can be a desire action, an oral or written message, or simply a silence. It is the most important part of communication process.

Communication Process
Encoded Message

Sent Message

Received Message

Communication Medium (e.g., verbal, face-toface, or e-mail)

Receiver

Sender

Received Feedback

Feedback

Decoded Message

Components of Communication
1.

Context
a) b)

Have you considered the cultural and organization convention concerning the environment of your message? Have you thought about the specific reasons for and objectives of your message?

2.

Sender encoder
a) b)

Recognize the internal attitudes can influence your message Realize that the words you are using reveal something about you

Components of Communication
3. Message
a) b)

Is the central purpose clear ? Verbal and nonverbal elements are considered ? Which medium should be used? Oral for urgent; written for less urgent; Ask yourself: Are the symbols used are clear in the medium I have chosen? Are you, as the sender, aware of the attitudes and perceptions of your receiver? Are there any physical, emotional, mental or cultural factors in the receiver mind that could affect your message?

4. Medium
a) b)

5. Receiver - decoder
a) b)

Components of Communication
5. Feedback
a)

b)

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

Basic Interpersonal Communication Model

/ / / / / / / / /

Communicator

/ / / / / / / / /

Message Context Affect

/ / / / / / / / /

Receiver

/ / / / / / / / /

Event X

Perceptual screens

Perceptual screens

Influence message quality, accuracy, clarity Include age, gender, values, beliefs, culture, experiences, needs

Reflective Listening
Reflective Listening - the skill of listening carefully to another person and repeating back to the speaker the heard message to correct any inaccuracies or misunderstandings
This complex process needs to be divided to be understood What I heard you say was we will understand the process better if we break it into steps

Reflective Listening

Emphasizes receivers role Helps the receiver & communicator clearly & fully understand the message sent Useful in problem solving

Reflective Listening
Reflective listening emphasizes the personal elements of the communication process the feelings communicated in the message responding to the communicator, not leading the communicator the role or receiver or audience understanding people by reducing perceptual distortions and interpersonal barriers

Reflective Listening: 4 Levels of Verbal Response

Affirm contact Paraphrase the expressed Clarify the implicit

Reflect core feelings

One-way vs. Two-way Communications

One-Way Communication - a person sends a message to another person and no questions, feedback, or interaction follow Good for giving simple directions Fast but often less accurate than 2-way communication
Two-Way Communication - the communicator & receiver interact Good for problem solving

Five Keys to Effective Supervisory Communication

Expressive speaking
Empathetic listening Persuasive leadership Sensitivity to feelings Informative management

Defensive Communication
Defensive Communication - communication that can be aggressive, attacking & angry, or passive & withdrawing Leads to

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

Nondefensive Communication
Nondefensive Communication communication that is assertive, direct, & powerful Provides

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

Two Defensiveness Patterns

Subordinate Defensiveness characterized by passive, submissive, withdrawing behavior

Dominant Defensiveness characterized by active, aggressive, attacking behavior

Defensive Tactics
Defensive Tactic Power Play Speaker Boss Example Finish this report by months end or lose your promotion.

Put-Down

Boss

Labeling Raising Doubts

Boss Boss

A capable manager would already be done with this report. You must be a slow learner. Your report is still not done? How can I trust you, Chris, if you cant finish an easy report?

Defensive Tactics
Defensive Tactic Speaker Example

Misleading Information

Scapegoating

Hostile Jokes
Deception

Employee Morgan has not gone over with me the information I need for the report. [Morgan left Chris with a copy of the report.] Employee Morgan did not give me input until just today. Employee You cant be serious! The report isnt that important. Employee I gave it to the secretary. Did she lose it?

Nondefensive Communication: A Powerful Tool

Speaker seen as centered, assertive, controlled, informative, realistic, and honest Speaker exhibits self-control & self possession Listener feels accepted rather than rejected Catherine Criers rules to nondefensive communication
1.
2. 3. 4.

Define the situation Clarify the persons position Acknowledge the persons feelings Bring the focus back to the facts

Communication Networks
Y Network All Connected Network

Decentralized Networks Wheel Network

Circle Network

Centralized Networks

Direction of Organizational Communication

Downward

From supervisor to subordinate

Job instructions Information on organization policies Performance feedback Inform associates about the organizations goals and changes

Direction of Organizational Communication

Upward

From subordinate to supervisor

Grievance procedures Departmental meetings Participation in decisions And others

Upward communication may be necessary to

Monitor the effectiveness of decisions Provide information Maintain associate morale Ensure that jobs are being done properly

Direction of Organizational Communication

Horizontal

Between associates at the same level Facilitates coordination among organizational units May arise from integrating positions (boundaryspanning positions) 360-degree performance feedback

Interpersonal Communication

Direct verbal or nonverbal interaction between two or more active participants

Formal vs. informal issues

Informal includes spontaneous interactions Informal may reach more associates Informal can help build cohesion and friendship among associates Informal may include untrue rumors and gossip

Communication Media

Effective managers use richer media when

Richest

Message becomes more equivocal Message is more important They need to present a positive self-image

Face-to-face Telephone Electronic messaging Personal written text Do you know which Formal written text media are richer? Formal numerical text

Least rich

Nonverbal Communication

Communication that takes place without using language, such as facial expressions or body language

Body language (kinesics)

Facial expressions Use of hands, arms, legs and posture Tone and pitch of voice Use of silence Hand signals Shrugging ones shoulders

Paralanguage (How something is said)

Gestures

Nonverbal Communication

Nonverbal communication provides information about the

Persons attitudes Emotional state Mental state

Nonverbal behavior may support or conflict with a persons verbal communication

Concepts & Problems of Communication

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

Result Problems with communication occur when the communicator filters are sharply different.

Concepts & Problems of Communication

Factors affecting communication process
1. 2. 3. 4.

5.

Physical Barriers Psychological Barriers Conventions of Meaning Perception of Reality Values, Attitudes, Opinions

Concepts & Problems of Communication

Factors affecting communication process

1. Conventions of Meaning a) Miscommunicated instructions b) Reactions towards Denotations, Connotations and Euphemisms Denotation Dictionary meaning of a word while Connotation The emotional implications and associations that a word may carry. For example home and Villa

Concepts & Problems of Communication

Factors affecting communication process

1. Conventions of Meaning b) Reactions towards Denotations, Connotations and Euphemisms Euphemism is the substitution of an inoffensive term (such as "passed away") for one considered offensively explicit ("died").

Concepts & Problems of Communication

Factors affecting communication process 2. Perception of Reality

Being possessing unique filter (brain) every one of us makes 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.

Concepts & Problems of Communication

Factors affecting communication process
2.

Perception of Reality 1. Abstraction

a) Necessary Desirable Abstracts: People other than you may not abstract 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 news reporter is taught to include quoted statements in context and to avoid expression of personal approval or disapproval of the persons, objects, or occurrences being described.

Concepts & Problems of Communication

Factors affecting communication process Perception of Reality 1. Abstraction

2.

b) Slanted Statements: (Biased Statements)

A reputable news reporter would not write, a small crowd of suckers came to 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 address yesterday noon by Governor Patton in the auditorium at the Conrad Hotel at Pacific Place.

Concepts & Problems of Communication

2.

Factors affecting communication process Perception of Reality 1. Abstraction

b) Slanted Statements: (Biased Statements)

A reputable news reporter would not write, a small crowd of suckers came to 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 address yesterday noon by Governor Patton in the auditorium at the Conrad Hotel at Pacific Place.

Concepts & Problems of Communication

Factors affecting communication process

2.

Perception of Reality 2. 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.

Concepts & Problems of Communication

Factors affecting communication process 2.

Perception of Reality 1. Inferring Necessary, Desirable Inferences

Inferences necessary to solve problems Some of the examples of fairly reliable inferences When we land at a foreign airport, we assume we will be treated hospitably. When we send a fax, we assume that it will reach to intended receiver.

1. 2.

Concepts & Problems of Communication

Factors affecting communication process 2.

Perception of Reality 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.

Concepts & Problems of Communication

Factors affecting communication process

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 Within Organizations

Organizational communication

Patterns of communication at the organizational level Purpose is to facilitate achievement of organizational goals Involves the use of

Communication networks Policies Structures

Communication Advantages

Increase productivity. Reduce stress. Better understand what others are saying.

Better understand how to get your message across.

Enhance relationships.

Save time and money.

Concepts & Problems of Communication

Communication Problems Involving Values, Attitudes and Opinions
1. 2. 3. 4. 5.

Reactions towards Favorable / Unfavorable information Inadequate or Incorrect Information Closed Minds (Rigid views on certain subject) Senders Credibility Environmental / Business / Personal Stress

Concepts & Problems of Communication

Non Verbal Communication
Sometimes nonverbal messages contradict the verbal; often they express feelings more accurately than the spoken or written language. 1. Appearance 2. Body Language 3. Silence, time and space

Concepts & Problems of Communication

Non Verbal Communication
How Appearance Communicates? a) Effect on Written Messages b) Effect on Oral Messages i) Personal Appearance ii) Surroundings Appearance

Concepts & Problems of 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 Touch 4- Voice and Sounds

Concepts & Problems of Communication

How Silence, Time, and Space Communicates 1- Time 2- Space

BARRIERS TO UNDERSTANDING

Volume Unfamiliarity Emphasis

word stress sentence stress

Pace (pauses) Intonation

Communication Barriers
Communication message Communication barriers True understanding

Organizational Barriers
Information overload Noise

Individual Barriers
Differing perceptions Semantic differences

Time pressures
Network breakdowns Information distortion Cross-cultural barriers

Status differences
Consideration of selfinterest Personal space

Poor listening skills

Communication Barriers
Exhibit 9-3 Communication Eye contact Time orientation Cultural Communication Differences In the United States Direct PunctualTime is Money Elsewhere In many Asian Countries, extended eye contact is unacceptable. Asian and Latin American cultures have longer time horizons; resolving issues is more important than being on time. Many Asian cultures view being direct as rude and aggressive. Many other cultures (e.g., Asian, Russian) find this rude.

Answering questions Direct and factual Self-presentation Self-promotion rewarded

Posture
Indicating no

Open body posture (e.g., arms relaxed)

Shaking ones head from side to side

In Japan, a closed body posture is preferred (e.g., crossed arms and legs)
In Bulgaria, the no signal means Im listening, rather than I disagree.

Overcoming Communication Barriers

Communication audit

Analysis of an organizations internal and external communication to assess communication practices and capabilities and determine needs Methodology

Hold a planning meeting with all major parties to determine a specific approach and gain commitment to it Conduct interviews with top management Collect, inventory, and analyze communication material Conduct associate interviews Prepare and administer a questionnaire to measure attitudes toward communication

Overcoming Communication Barriers

Individual actions

Know your audience Select an appropriate communication medium Encourage feedback Regulate information flow and timing Listen actively

Overcoming Communication Barriers

Exhibit 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 to respond. If we are thinking about what we will say when we talk, we cannot focus 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 to what the person has to say before jumping to conclusions or judgment.

Overcoming Communication Barriers

Exhibit 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 to assess 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 was heard and repeat it to the person you were listening to.

WORD STRESS

A commercial development occurs irregularly

in this sector, perhaps once every fourteen years.

A commercial development occurs

irregularly in this sector, perhaps once

every fourteen years.

SENTENCE STRESS

Got distinction. Buy fresh juices.

I got a distinction in my exams. Buy lots of bottles of fresh juices as quickly as possible

WORD STRESS

Occur Purpose Technique Academic Development Event Concentrate Process

Occur Purpose Technique Academic Development Event Concentrate Process

CHUNKING

Anyone can become a manager. But, of course, the unprepared, the untrained, and those given too much responsibility before theyre ready will fail.

ANYONE can become a successful manager. But, of course, the unprepared, The untrained, And those given too much responsibility Before theyre ready Will FAIL.

SPEAKING IN GROUPS

DISCUSSION From the latin , discutere = to agitate

DIALOGUE
From the Latin, dia = through, and, logos = words

CONVERSATION A fluid exchange to facilitate emergence of a new shared meaning

GROUP SKILLS Practice exercise

1: Preparation 2: Practice

3: Presentation

4: Review

New Technologies for Communication

Informational databases Electronic mail systems Voice mail systems Fax machine systems Cellular phone systems

How Do New Technologies Affect Behavior?

Fast, immediate access to information Immediate access to people in power Instant information exchange across distance Makes schedules & office hours irrelevant May equalize group power May equalize group participation

How Do New Technologies Affect Behavior?

Communication can become more impersonalinteraction with a machine Interpersonal skills may diminishless tact, less graciousness Non-verbal cues lacking Alters social context Easy to become overwhelmed with information Encourages polyphasic activity

Tips for Effective Use of New Communication Technologies

Provide social interaction opportunities Is the message really necessary? Regularly disconnect from the technology Provide Dont assume social immediate interaction opportunities response

Strive for Build in message feedback completeness opportunities