22. Communication

7/31/2019 22. Communication

1/37


2/37

Definitions

Communication comes from a Latin verbCommunicare which means to impart, to

participate, to share or to make common.

Communication is the process by which twoor more persons come together to exchange

ideas and understanding amongstthemselves.

Koontz and ODonnell


3/37

SENDER RECEIVER

Communication is a two way processinvolving a Sender and a Receiver

Successful communication occurs whena sender sends a message and a receiverresponds to the message in a manner

which satisfies the sender

What is Communication?


4/37

Why Communication?

INDIVIDUALS

To share knowledge and information

To present ideas To influence others

To build relationships

To express emotions


5/37

Why Communication? Contd.

GROUPS

To achieve common goals

To ensure effective completion of a task To reach a common understanding

To share common values/ systems

To build relationships


6/37

Elements in Communication

1. It is a process

2. It involves transmission of information andunderstanding

3. It is a broad field of human interchange offacts and opinions and not thetechnologies of the telephone, thetelegraph, the radio, the television, the

fax, etc.4. It needs a channel and a medium through

which information and understanding canbe transmitted.


7/37

Elements in CommunicationContd.

5. Organizational communication consistsof three interlocking circuits:

I. Formal

1. Vertical Upward / Downward2. Horizontal / Cross contact / Lateral

3. Diagonal

II. Informal / Grapevine


8/37

Channels of Communication

Channels are the mediums or carriers of

messages. :

A. SightB. Sound


9/37

Channels of CommunicationContd.We perceive through:

Seeing 70-80%

Hearing 10-20%

Feeling

Recall Rate:

Seen and Heard 50-80%

Seen only 25-50%Heard only 7-20%


10/37

Channels of CommunicationContd.

Seeing is thus more powerful thanhearing. More learning comes throughinvolving more senses.

APPEAL TO AS MANY SENSESAS POSSIBLE.


11/37

Communication Methods

A.Symbolic

B.Verbal

C.Non-Verbal

1. Written

2. Body language


12/37

Why Communication? Contd.


13/37

Methods of Communication

Types Examples Usefulness

Written Letters, Memos,Reports, etc.

It is relatively

permanent and

accessible.

Oral Conversations,Interviews, Phone

calls, Speeches, etc.

It is the easiest when

one needs to

communicate urgently.

Kinesics Facial expressions,Gestures, Actions,

Tone, Posture, etc.

Body unconsciouslydoes 90% of

communication.


14/37

Types of Communication

Formal is the channel of communication that isintended to take place by the management of anorganization. It may be vertical (upward ordownward), horizontal (lateral or cross contact)or diagonal.

Grapevine is the informal channel ofcommunication amongst people which

flows around water coolers, downhallways, through lunch rooms andwherever people get together in groups

.


15/37

COMMUNICATIONPRINCIPLES, PROCESS AND

BARRIERS


16/37

Communication Principles

The American Management Association Inc.have outlined the following TenCommandments of good communication :

1. Seek to clarify your ideas before communicating

2. Examine the true purpose of eachcommunication

3. Consider the total physical and human settingwhenever you communicate

4. Consult with others, where appropriate, inplanning communications

5. Be mindful, while you communicate, of theovertones as well as the basic content of your

message


17/37

Communication PrinciplesContd.

6. Take the opportunity, when it arises, toconvey something of help or value to thereceiver

7. Follow up your communication8. Communicate for tomorrow as well as

today

9. Be sure your actions support your

communication10. Seek not only to be understood but to

understand be a good listener.


18/37

Communicate Effectively

1. Identify you subjects

2. Arouse listener interest3. Use words commonly understood

4. Avoid talking in general terms be specific use:

A. Examples

B. Illustrations

C. Specific instances

D. Explain technical terms / specific slang terms

Remember Your tone of voice and your actionor lack of them also convey

messages.


19/37

Communication Process


20/37

FeedbackFeedback is a mechanism by which the

sender reconfirms the receivers

understanding of the message. This isessential with a view to ensuring that

the communication is properly understood

the way it was meant to be

Essentials of GoodCommunication Contd.


21/37

OPERATION OF COMMUNICATION BARRIERS

BARRIERS

PERSONAL

- EMOTIONS

- VALUES / BELIEFS

- DELIVERY

- LISTENING

PHYSICAL

- NOISE- DISTANCE

- WALLS

SEMANTIC

- MEANING

ASSIGNED

TO WORDS /

SYMBOLS

*BLOCKED

FILTERED

INCORRECT

S

E

N

D

E

R

R

E

CE

I

V

E

R


22/37

Bad Communication

o PhysicalBarrier

o Wrongchoice ofMedium

o LanguageBarrier

o Psychological

Barriers

o Resistance to

change

o Status Barrier

Barriers to communication


23/37

Barriers in Communication

1. Difference in experience and background2. Failure to convey what the receiver needs

and can understand

3. Stereotypes and beliefs

4. Emotional state of mind

5. Suspecting communicators motivation

6. Failure to evaluate meaning behind what

we read7. Words mean different things to different

people


24/37

Barriers in CommunicationContd.

9. Reference group effect

10. Nonverbal communication

11. Lack of time

12. Lack of training

13. Lack of action


25/37

The ABC of Communication

A Accuracy

All information must be checked and doublechecked, Wrong information not only negatesthe purpose of the communication but alsocasts severe doubt on the credibility of thesender.

B Brevity

Time is far too valuable to waste onunnecessary words. Brevity will encouragethe receiver to read / listen quickly and will

help him understand it better.


26/37

The ABC of CommunicationContd.

C - Clarity

Clarity is achieved by using the right

language, that is, the words andconstructions that the receiver willunderstand and by carefully structuringthe communication so that the argumentfollows a logical sequence which leadsthe receiver naturally to the point beingmade.


27/37

Communication Networks

Subordinate

Subordinate

Subordinate

Subordinate

Wheel Chain

Circle All Channel

5 C f G d


28/37

5 Cs of GoodCommunication

ConcisenessSend the message in as few words as possible

CompletenessEnsure that all the information needed by the receiver to respond

or act is included

CourtesyShow consideration for the receiver

ClarityMessage should be clear

CorrectnessCheck for accuracy of all statements and details


29/37

Essentials of GoodCommunication

Essential Quality of Communication

ABC - Accuracy,Brevity,Clarity

KISS - Keep it short and simple


30/37

Essentials of GoodCommunication Contd.

ListeningListening is not the simple ability to decode information; it is a two

way exchange in which both parties involved must always be

receptive to the thoughts, ideas and emotions of the other person.

Please Listen to OthersLook Interested what they are saying is important

and means a lot to you

Inquire with questions right and relevant use of technique

Stay on target be attentiveEvaluate the message, read between the lines

Neutralise your feeling emotional leakage/ biases/

prejudices/perceptions/ selective listening


31/37

Disadvantages of BadCommunication

Can be Misunderstood

May not be taken seriously Reduced effectiveness

Can lead to Conflicts

Ad f G d


32/37

Advantages of GoodCommunication

Is understood properly

Ability to handle any situation

Ability to lead others Willingness of others to be lead by you

Helps in easy decision making

Helps in reducing and resolving conflicts

Signifies personality with a difference


33/37

How to be effective incommunication

Start with Self Analysis

Clarify objective Inform

Understand

Perform

Transmit

Practice proper expression Written, Verbal, Non-verbal Learn to Listen Learn to empathise

Learn to deal with emotions Watch your tongue Be gentle People are fragile Learn to use feedback effectively

Learn to apologise if you have communicated wrongly

H b ff i i


34/37

How to be effective incommunication Contd.

As a Group Member

Always keep the objective of the group in mind

Listen and appreciate others point of view

Clarify assumptions Communicate your views, ideas truthfully but softly

Record points depending on the importance of subject,for future reference

Use feedback


35/37

In an Organisation Identify the receiver whether an individual,

a group, department or all members

Be proactive in communicating Be clear and avoid ambiguity Ensure receipt of communication

Avoid distractions Use grapevines positively Use feedback

How to be effective incommunication Contd.


36/37


37/37

THANK YOU !

Documents

22. Communication