COMMUNICATION
ROLE OF COMMUNICATION
Helps in fostering motivation
Aids in the function of control
Provides information for making decisions
Coordination among departments
To fill current inner tensions, or needs. The six current needs we each
try to fill are...
to feel respected by Self and others
to give or get credible information
to cause or prevent inner and/or interpersonal change - including
changing or maintaining the emotional distance between us and others
to vent ones feeling
to create excitement (reduce numbness or boredom)
to avoid something uncomfortable, like silence or a confrontation.
ELEMENTS OF COMMUNICATION
COMMUNICATION PROCESS
SENDER
ENCODING
(MESSAGE)
CHANNEL
& MEDIUM
FEEDBACK
RECEIVER
DECODING
ELEMENTS OF COMMUNICATION
PROCESS
of
converting
the message
into
MODELS OF COMMUNICATION
Shannon's Model
Interactive Model
Transactional model
An information source.
The message, which is both sent by the information source and
received by the destination.
A transmitter.
The signal, which flows through a channel.
A carrier or channel, which is represented by the small unlabeled
box in the middle of the model.
Noise, in the form of secondary signals that obscure or confuse the
signal carried.
A receiver.
A destination. Presumably a person who consumes and processes
the message.
An Intermediary Model
Intermediary Model
Contd
An Interactive Model
Interactive Model
A Transactional Model
A Transactional Model
Forms of Communication
Interpersonal Barriers
Perception and perceptual selection processes
Semantics (language)
Channel selection
Inconsistent verbal and nonverbal communication.
Organizational Barriers
Information overload
Technical and in-group language
Status differences
Task and organization structure requirements
Absence of formal communication channels
EFFECTIVE COMMUNICATION
Contd..
FEEDBACK
Contd.
Fear of the other person's reaction; people can get very defensive
and emotional when confronted with feedback.
The information on which the feedback is based (e.g. performance
appraisal) may be a very flawed process.
Defensiveness, distorted perceptions, guilt, project, transference,
distortions from the past, misreading of body language
Receiver distortion: selective hearing, ignoring nonverbal cues,
power struggles.
State of mind of two people.
Specific
Timely: Give feedback as soon as possible. Excellent feedback
presented at an inappropriate time may do more harm than good
Descriptive: Give facts. Focus on the behavior not the person.
Sensitive: When emotions run high, allow a cooling-off period before
talking.
Helpful: When feedback is negative, explore alternatives for
improvement so the employee has goals to aim for. Use the
"sandwich technique" by saying one positive statement followed by
the negative feedback and then another compliment.
THANK YOU
It takes two to speak the truth:
one to speak and another to hear"
-Thoreau