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OverviewEffective communication – an organisation’s lifebloodBenefits of effective communicationCommunication in a changing workplaceMethods of communicationChoosing the channel of communicationSummary of communication choicesKey stages in the communication cycleBarriers to communicationThe flow of communicationIntercultural sensitivitiesChecklist for communicating effectively across culturesSeven steps to effective communicationThe impact of information technologySuccessful communication – key points to remember
Effective communication – an organisation’s lifebloodWe communicate every day – talking to people on
the phone / in person, taking dictation, writing letters, reports, emails
Essential to learn from our communications , thru success and failures, to develop and enhance our communication skills
How? The more we write and speak, the more we improve our communication skills
Communication : giving, receiving or exchanging information, opinions or ideas by writing, speech or visual means, so that the message communicated is completely understood by the recipient(s)
Benefits of effective communicationGood communication at all levels is essentialSUCCESS:Stronger decision-making and problem-solvingUpturn in productivityConvincing and compelling corporate materials
Clearer, more streamlined workflow
Enhanced professional image
Sound business relationships
Successful response ensured
Communication in a changing workplaceEffective communication is vital to meet today’s
challenges:Advancing technology- various technological tools help us communicate
faster, frequent and across an increased range. People are reachable wherever they go
Global communications- More businesses are working on a global scaleThe information age- Constant challenge to get recipient’s attentionTeam-based business environments- Teamworking is regarded as important
Choosing the channel of communicationThe channel/means that is chosen to send a
message is very important;Can influence the message and how it is
interpreted by the recipientFactors:
Summary of communication choicesUse oral channels when:
the message is simpleneed immediate responsedoesn’t need permanent recordmessage has emotional factor
Use written channels when:message is detailed or requires careful planningdon’t need immediate responseneed to have permanent, written recordminimise distortion
Use electronic channels when:speed is importanttime zones differphysically separated from audience
Barriers to communication
Also known as ‘body language’.Include:
Facial expressionsGesturesMovementEye contactHead nod
Non-verbal signals
Barriers to communication
Choice of words is vital to the effectiveness of communication.
Consider:Foreign languagesDialects (form of language peculiar to specific
region/social group)Regional accents (variation in the way language is
spoken)Use of technical/specialist language
Language
Barriers to communication
Listening is a skill that demands careful concentration for a communication to be understood.
Success of gaining attention depend on:the words usedthe way communication is expressedinterest in the speakerinterest in the communicationother factors
Listening
Barriers to communication
What is understood often conditioned by what we already know and by our background knowledge and experience.
We often hear what we want to hear instead of what has actually been said.
Pre-judgemen
t
Barriers to communication
Effectiveness of communication depends on our relationship with the person giving the message.
May break down or fail if relationships between people are not good
Relationships
Barriers to communication
Communication cannot succeed if a person is highly emotional about the topic.
If emotions are high on the part of the sender or recipient, better to wait for a while before trying to put the message across.
Emotional
responses
Barriers to communication
In any organisation there should be prescribed systems or procedures for getting messages to the people who need them.
Systems
Barriers to communication
Other common barriers:
• noise• inappropriate medium• assumptions / misconceptions• emotions• physical barriers• distractions• jargons / technical terms
Intercultural sensitivitiesWhat is Culture?
Shared system of beliefs, attitudes, values, expectations and norms of behaviour
Acknowledging cultural differencesNot judging other people by your own standardsEssential to retain an open mindAvoiding ethnocentrism – recognising differences
- avoid assumptions - do not pre-judge