communication skills

MODULE-1

MANAGERIALCOMMUNICATION

CONCEPT OF COMMUNICATION

Encoding: The process by which an idea is transformed so that it can be transmitted to, and recognized by, a receiver (e.g., a written or spoken message).

Channels of Communication: The pathways over which messages are transmitted (e.g., telephone lines, mail).

Decoding: The process by which a receiver of messages transforms them back into the sender’s ideas.

Feedback: Knowledge about the impact of messages on receivers. Noise: Factors capable of distorting the clarity of messages at any

point during the communication process.

DEFINITION OF COMMUNICATION

What is communication? the process of sending and receiving

messeges The process by which a person, group, or

organization (the sender) transmits some type of information (the message) to another person, group, or organization (the receiver).

Characteristics of successful communication

Seven Cs– Candidness (frank, open)– Clarity– Completeness– Conciseness– Concreteness– Correctness– Courtesy

OBJECTIVES

To direct action To achieve coordinated action To share information To develop friendships To build trust and acceptance

Communication Process Model

Communication process model breaks down communication into parts

Receiver/ Sender

Sender/ Receiver

Message

Feedback

Encodes Decodes

EncodesDecodes

Communication Process

Sender: originates a communication message

Receiver: destination of the communication

Encoding: sender changes thoughts into symbols

Decoding: receiver assigns meaning to symbols

Communication Process Model

Message: idea, thought, feeling or opinion to be communicated (clear or unclear)

Channel: medium through which the message travels from sender to receiver

Feedback: receiver’s response to the message/indicates the message is seen, heard and understood

Communication Process Model

1. Sender (Encoder) Initiates the communication If both good and bad news will be

given, the good news should be given first

If both a simple and a complex message will be given, the simple one should be given first

Communication Process Model

2. Message Verbal (part of the message that is

heard) and nonverbal (body language and the surrounding environment)

Communication Process Model

3. Channel Means used to convey the message

Communication Process

a. Immediate feedback Oral

communication

b. Other party may not understand verbal channels

c. Other party may be reluctant verbal channels

Communication Process

d. Need to document the communication written channels

e. Message should have detailed accuracy written channels

f. Message must be delivered to many people written channels

Communication Process

Types of channels within an organisation

a. Downward Channels: passing information from superior to subordinate to;

• give job instructions• bring about understanding of the job• provide information about procedures• provide feedback about performances of subordinates

Communication Process

b. Upward Channels: provides subordinates to convey information to their superiors to;

• gain feedback and learn about problems that affect efficiency,

• evaluate employee attitudes and perceptions

Communication Process

c. Lateral Channels: conveying information between individuals and units on the same hierarchical level for;

• the coordination of tasks• sharing of information,• problem solving• conflict resolution

This type of communication is persuasive and suggestive rather than directive or authoritative

Communication Process

d. Informal Channels: grapevine

Single-strand: Each person recieves information from one person and passes it on to one more

Gossip: one individual passesthe news to all others

Communication Process / Channel

d. Informal Channels:

Probability: Information is passed on randomly

Cluster: Channel members selectively choose their informal communication links

Cont…

Not cooperating confidently. Not staying mentally on track. Not listening to what you don’t want to

hear. Not remaining patient and calm while

driving in crowded talk traffic.

Barriers to Communication

Loss by transmission

Poor retention

Poor listening

Goal conflicts

Offensive style

Time and distance

Abstracting

Slanting

inferring

Noise

Lack of planning

Unclarified assumption

Semantic problems

Cultural

Socio-psychologicaL

Filtering

Perception

Information overloaded

COMMUNICATION BARRIERS

Internal Noise– Occurs inside the sender and receiver– Beliefs and values– Faulty assumptions can lead to emotion– Trigger or hot button words can evoke emotion– Defensiveness

COMMUNICATION BARRIERS

External Noise– Occurs outside the sender and receiver– Can be easier to control than internal noise– Includes technology

Semantic Noise– Occurs when the receiver doesn’t understand a

word or gesture– Can happen with different cultures– Technicians using jargon with laypeople

Barriers to Communication / Problems caused by the sender

Not much information Too much knowledge Indecission regarding how to present the

information The order of the presentation Lack of familiarity with the audience Emotional conflict Lack of experience in speaking or writing

Barriers to Communication / Problems in transmission

Illegible material as a result of poor typing, poor photocopying, poor handwriting

Poor acusticsUse of too many transmission linksTransmission of conflicting messages

Barriers to Communication / Problems in reception

The surrounding environmentReceiver’s physical conditionReceiver’s failure to pay attention to the

message– Simultaneous receipt of two or more

messages– Receiver is bored

Barriers to Communication / Problems in receiver comprehension

Receiver may not understand some of the words used

Personal interestsEmotional responses

OVERCOMING COMMUNİCATİON BARRİERS

Maintaining similiarity Emphasize Description Empathy Be patient Establish rules Respects Ask Questios

Cont….

Written word Time Humor Always check Be positive Self respect Working hypothesis

ROLE OF VERBAL SYMBOLS IN COMMUNICATION

Symbols Define Symbols Evaluate Symbols Organise perceptions Symbols allow self-reflection

ROLE OF NON-VERBAL SYMBOLS IN COMMUNICATION

Express Emotions Express interpersonal attitude Accompany Speech Self-presentation of one’s personality Rituals(Greetings)

NON VERBEL COMMUNICATION

NON VERBAL Basically it is sending and receiving

messages in a variety of ways without the use of verbal codes (words).  It is both intentional and unintentional. 

NON-VERBAL COMMUNICATION

Components ExamplesMeanings Communicated

Image Clothing, hygiene Values, competence Facial Expressions Frown, smile, sneer Unexpressed

feelings Eye Movements Looking away, staring Intentions, state of mind Posture Leaning in, slumped Attitude Gestures Handshake, wave Intentions, feelings

VERBAL COMMUNICATION

It can be devided in to two parts

ORAL COMMUNICATION WRITTEN COMMUNICATION

ORAL COMMUNICATION

Meetings Conference calls Phone calls Presentations Video or audio recordings Other forms of oral communication

WRITTEN COMMUNICATION

Letters Memos Email Reports/White Papers Web sites Promotional Materials Other written documents