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COMMUNICATIONCOMMUNICATION

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What is Communication?

Can be defined as the process by which information is exchanged and understood

by two or more people, usually with the intent to

motivate or influence behavior.

Communication is bridging the gap of understanding (mis).

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The gift of rhetoric had been responsible for more bloodshed than all the guns and explosives ever invented.

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POWER OF COMMUNICATION

Communication articulate dreams, offer hope, stir hearts and minds, and offer the audience a vision, acts as guiding light, inspire to act, nurture dreams and eliminates fear.

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Content & Container

Matter

Language

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WHAT IS CONTENTWHAT IS CONTENTData – Number / text

Data – Endowed with relevance is -

Information – Endowed with purpose is -

Knowledge – Endowed with experience is -

Wisdom – And that is the CONTENTCONTENT

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HOW TO IMPROVE CONTAINERHOW TO IMPROVE CONTAINER

Container is the language Container is the language and its deliveryand its delivery

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The objective of Communication

* Inform/ Share information

* Convince

* Entertain

* Lead to action

* Share vision

* Impress

* Sustain Society

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Hearing

Seeing

Smell

Touch

Taste

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1. SENDER

2. OBJECTIVE/IDEA

3. MESSAGE

4. MEDIA

5. RECEIVER

6. FEEDBACK

Communication has four important parts and six components

FOUR PARTS : SPEAKING, LISTENING UNDERSTANDING & BEHAVIOUR

SIX COMPONENTS :

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COMMUNICATION7% WORDS

Words are only labels and the listeners put their own interpretation on speakers words.

38% PARALINGUISTICThe way in which something is said - the accent, tone and voice modulation is important to the listener.

55% BODY LANGUAGEWhat a speaker looks like while delivering a message affects the listener’s understanding most.

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Importance of Good Communication

Importance of Good Communication

Good Communication allows Individual

and Group to;

Learn new skills and techniques.

Become more responsive.

Improves Quality of work or service.

Foster innovation

Effective communication is needed by all

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HOW TO MAKE COMMUNICATION EFFECTIVE

EXAMINING THE PURPOSE

DECISION ON WHAT TO SAY

VISUALISING ITS POSSIBLE CONSEQUENCES

1. PLAN YOUR COMMUNICATION THROUGH

OBTAINING ALL THE FACTS

ARRANGE IDEAS IN SEQUENCE

2. DON’T BE PREJUDICED, DON’T CONSIDER YOUR OWN LIKINGS AS MOST IMPORTANT

3. SELECT THE RIGHT MEDIA/CHANNELS

4. CONSIDER THE PHYSICAL & HUMAN SETTING, TIME & PLACE5. BE POSITIVE IN APPROACH

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8. MUST REMEMBER THAT PEOPLE ARE INQUISITIVE BY NATURE, THEY MAY TALK TO OTHERS, DISTORT THE STATEMENT

9. MUST DEVELOP A SYSTEM TO ENSURE FOLLOW-UP OF COMMUNICATION

10. MUST ALSO DEVELOP FEED BACK

11. BE SURE YOUR ACTION SUPPORTS YOUR COMMUNICATION

12. SEEK NOT ONLY TO BE UNDERSTOOD BUT TO UNDERSTAND

13. DEVELOP THE HABIT OF LISTENING

14. COMMUNICATE FOR TODAY AS WELL AS FOR TOMORROW

6. BE POLITE AND COURTEOUS

7. BE BRIEF AND AVOID VAGUENESS

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MILITARY COMMUNICATION

It should be as unambiguous as humanly possible

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TOTAL COMMUNICATION PROCESS

Reading16%

Writing9% Speaking

30%

Listening45%

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EFFECTIVE LISTENINIG

LISTENING is the corner stone of communication.

Effectiveness of the spoken words hinges not so much on how people talk but mostly on how they LISTEN.

LISTENING is a skill that can be taught and learned.

We can LISTEN and still have some spare time for thinking.

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STOP TALKING

PUT THE TALKER AT EASE

SHOW THAT YOU WANT TO LISTEN REMOVE DISTRACTIONS EMPATHISE WITH SPEAKER HOLD YOUR TEMPER/BE PATIENT

KEEP YOUR MIND OPEN

GO EASY ON ARGUMENTS

JUDGE CONTENT NOT DELIVERY

ASK FEEDBACK/QUESTIONS

EFFECTIVE LISTENINIG

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OPERATION OF COMMUNICATION BARRIERSOPERATION OF COMMUNICATION BARRIERS

BARRIERSBARRIERS

SENDER

RECEIVER

BLOCKEDMESSAGE

FILTEREDMESSAGE

INCORRECTMESSAGE

MESSAGE

MESSAG

E

MESSAGE

PERSONAL

PHYSICAL

SEMANTIC

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COMMUNICATION AND ITS DIFFICULTY

A small word could make a big difference

I HIT HIM IN THE EYE YESTERDAY

ONLY I HIT HIM IN THE EYE YESTERDAY

I ONLY HIT HIM IN THE EYE YESTERDAY

I HIT ONLY HIM IN THE EYE YESTERDAY I HIT HIM ONLY IN THE EYE YESTERDAY

I HIT HIM IN THE ONLY EYE YESTERDAY

I HIT HIM IN THE EYE ONLY YESTERDAY

I HIT HIM IN THE EYE YESTERDAY ONLY

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SPEAKING FAULTS—AVOID THEM* Your talking too slowly- makes the listener lose interest.•Your talking too rapidly-makes the listener lose comprehension.

•Your talking too loudly- makes the listener and all around disturbed.

* Your talking too softly- makes the listener feel strained.

* Your talking too much- makes the listener bored.

•Your talking when you should not- makes the listener stunned.•Your parroting type talk - makes the listener feel that your talk is borrowed/copied.

•Your using meaningless expression- makes the listener feel unable to understand.

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Nonverbal Communication

Messages sent through human actions and behavior rather through words.Most nonverbal communication is unconscious or subconscious.Occurs mostly face-to-face.Three factors in message interpretation. Verbal Impact: 7 percent.Vocal Impact: 38 percent.Facial Impact: 55 percent.

Messages sent through human actions and behavior rather through words.Most nonverbal communication is unconscious or subconscious.Occurs mostly face-to-face.Three factors in message interpretation. Verbal Impact: 7 percent.Vocal Impact: 38 percent.Facial Impact: 55 percent.

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Organizational Communications Network

Organizational Communications Network

Formal Communication

Informal Communication

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TYPES OF COMMUNICATION

VERTICAL COMMUNICATION

HORIZONTAL COMMUNICATION

GRAPEVINE COMMUNICATION

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Downward Communication

Messages sent from top management down to subordinates.Most familiar and obvious flow of formal communication.Encompasses the following:

1. Implementation of goals and strategies.

2. Job instructions and rationale. 3. Procedures and practices. 4. Performance feedback. 5. Indoctrination.

Messages sent from top management down to subordinates.Most familiar and obvious flow of formal communication.Encompasses the following:

1. Implementation of goals and strategies.

2. Job instructions and rationale. 3. Procedures and practices. 4. Performance feedback. 5. Indoctrination.

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Upward Communication Messages that flow from the lower to the higher levels in the organizations.Five types of information communicated upward:

1. Problems and exceptions. 2. Suggestions for improvement. 3. Performance reports. 4. Grievances and disputes. 5. Financial and accounting

information.

Messages that flow from the lower to the higher levels in the organizations.Five types of information communicated upward:

1. Problems and exceptions. 2. Suggestions for improvement. 3. Performance reports. 4. Grievances and disputes. 5. Financial and accounting

information.

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Horizontal Communication

Lateral or diagonal exchange of messages among peers or co-workers.Horizontal communications are of three categories: 1. Intradepartmental problem

solving. 2. Interdepartmental coordination. 3. Change initiatives and

improvements.

Lateral or diagonal exchange of messages among peers or co-workers.Horizontal communications are of three categories: 1. Intradepartmental problem

solving. 2. Interdepartmental coordination. 3. Change initiatives and

improvements.NECX

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The Grapevine

Will always exists in organizations.Used to fill in information gaps.Tends to be more active during periods of change.About 80% of topics are business related.About 70-90% of details of grapevine are accurate.

Will always exists in organizations.Used to fill in information gaps.Tends to be more active during periods of change.About 80% of topics are business related.About 70-90% of details of grapevine are accurate.

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Communication Networks in Groups & Teams

Communication Networks in Groups & Teams

Wheel Network

Circle Network

Chain Network

All Channel Network

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Dialogue and Discussion The Differences

Conversation

Lack of understanding, disagreement, divergent points of viewDialogue Discussion

Result Result

Reveal feelings Explore assumptions Suspend convictions Build common ground

Long-term, innovative solutions Unified group Shared meaning Transformed mind-sets

State positions Advocate convictions Convince others Build oppositions

Short-term resolution Agreement by logic Opposition beaten down Mind-sets held onto

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Communication Barriers &Ways to Overcome Them

How to Overcome Active listening

Selection of appropriate channel

Knowledge of other’s perspective

MBWA

Climate of TrustDevelopment and use of formal channels

Changing organization or group structure to fit communication needsEncouragement of multiple channels, formal and informal

Barriers

IndividualInterpersonal dynamics

Channels and mediaSemantics

Inconsistent cues

Organizational

Status and power differencesDepartmental needs and goals

Communication network unsuited

Lack of formal channels

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Information Richness and Media Type

Information Richness and Media Type

Face-to-faceFace-to-facecommunicationcommunication

Face-to-faceFace-to-facecommunicationcommunication

Verbal communicationVerbal communicationelectronicallyelectronicallytransmittedtransmitted

Verbal communicationVerbal communicationelectronicallyelectronicallytransmittedtransmitted

Verbal communicationVerbal communicationtelephonicallytelephonicallytransmittedtransmitted

Verbal communicationVerbal communicationtelephonicallytelephonicallytransmittedtransmitted

Impersonal written Impersonal written commun-commun-

icationication

Impersonal written Impersonal written commun-commun-

icationication

High Richness

Low Richness

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Communication Skills as SendersCommunication Skills as Senders

Send clear and complete messages.

Encode messages in symbols the receiver understands.

Select a medium appropriate for the message AND monitored by the receiver.

Avoid filtering (holding back information) and distortion as the message passes through other persons

Ensure a feedback mechanism is included in the message.

Provide accurate information to avoid rumors.

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Communication Skills as ReceiversCommunication Skills as Receivers

Pay Attention to what is sent as a message.Be a good listener: don’t interrupt.

Ask questions to clarify your understanding.

Be empathetic: try to understand what the sender feels.Understand linguistic styles: different people speak differently.

Speed, tone, pausing all impact communication.This is particularly true across cultures.

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