Nature & Process of Communication

Role of Communication Human beings are poor communicatorsFailure in achieving objectives in -relationships, negotiations or decision making to a large extent owing to failure in communicating - purpose and ideas accurately to otherFailure could be due to content OR form of message OR both

Role of Communication Common e.g.s of communication failure in personal and organizational communications -

I would have changed the arrangement, but nobody told me I did not know you wanted me to I wasnt aware that someone else was also making arrangements.All remarks convey regret and disappointment felt by the receiver for having failed to communicate appropriately

Case 1 Vice President to Secretary Please call an Urgent meeting of all managers.

Secretary fixed meeting for the next morning

Case 1Secretary thought -

Urgent meant Serious and

not Immediate

Case 1Receiver (Secretary) missed

Purpose of communication

VP did not clearly & precisely specify the time & date of the meeting

Case 2Vinay Prasad Assistant Engineer

Employer NTPC, Delhi

Specialization High Voltage Power Generation

Case 2Reads ad about international power conference in Chennai

Keen to attend

Writes immediately to Chief Power Engineer -

The Chief Power EngineerAn international conference on power generation which would be of great interest to us is being held in Chennai. The enclosed brochure shows that the technical information to be presented in the conference would be of great help in our upcoming projects. The registration fee is just Rs.5,000/- & the cost of travel & stay about Rs.8,000/-. Hence, only Rs.13,000/- will be required. I am informing you about the conference now, so that you can take a decision in time for me to make necessary arrangements for train / flight bookings and stay.

CPE RepliesVinay Prasad,Thanks for informing me about the conference in Chennai. I will certainly attend it. Please make all the necessary arrangements for me as suggested in your memoAshok Jha

Definition - CommunicationLatin Word

communis

common

CommunicationNatural activity of human beings to convey / share

Opinions, feelings, information & ideas to others through words (written or spoken), body language or signs

Communication

Individuals Social Need

Organization Life Blood

Some Definitions

Communication is essentially the ability of one person to make contact with another and to make himself or herself understood

John Adair

Some Definitions

Purposive interchange, resulting in workable understanding and agreement between the sender and the receiver of a message

George Vardman

Some Definitions

Communication is the interchange of thoughts, opinions or information by speech, writing or signs

Robert Anderson

Classification - Communication

INTRAPERSONAL

talking to one self mentally or loudly -

soliloquies or asides

Monologue

INTERPERSONALwith others 2 or more people

conversation, dialogue, interview, books, letters

GROUP

all individuals retain their individual identity

MASS COMMUNICATIONMASS large groups

via newspaper, radio, TV faceless individual

Each person a faceless individual no opportunity for personal response or feedback

Medium VERBALVERBAL words written or spoken

speaking, listening, writing, reading, thinking

Medium NON VERBALsign language gestures

action language movements

object language pictures, clothes etc

Non-verbalPersonal space proxemics (study of distance individuals maintain between each other while interacting and its significance) & body language kinesics (study of how people use body movements to communicate without speaking e.g. shrugging)Touch (haptics)Eyes (Oculesics)Smell (Olfactics)Time (Chronemics)All Non-verbals affect & contradict verbal communication

META COMMUNICATIONSpeakers choice of words unintentionally conveys something more than what the actual words state

Ive never seen you so smartly dressed

Could mean regular attire of listener needs improvement

Forms of communication

CommunicationNatural activity of human beings to convey / share

Opinions, feelings, information & ideas to others through words (written or spoken), body language or signs

Characteristics of Successful Communication

1.CandidnessHonest & sincere Speak & listen without prejudice or biasFairness to self & others involved guiding principle e.g. .honest opinion, frankly speaking etcCandidness implies consideration of listeners interests and need to know things objectively & fairlyIf receiver is to understand, communication should be characterized by you attitudeAlso exhibits speakers self-confidence

2.ClarityMost important in all communications especially face-to-face Not easy to verbalize ideas accurately on the spot during conversation, presentation or other form of interaction To express clearly, use accurate and familiar words with proper intonation, stresses & pausesSpoken language to consist of simple words & short sentencesClear and well organized thoughtsIn one to one communication, listener can obtain immediate clarification in case of any doubt due to lack of clarity

3.CompletenessClarity also ensured by completeness of messagePossible to miss out some parts of communication while conversing or during oral presentation. Hence necessary to be pre-planned and structuredThe principle of completeness requires that whatever is necessary is communicated, provide answers to all possible questions add extra information etc.Careful to answer all questions put to us e.g. in an interview else raise doubts regarding the matterIf no information or answer / unwilling to answer or discuss any particular question frankly express inability to answer

4.ConcisenessIn business and professional communications, brevity with minimum words is importantAvoid being repetitiveWhile speaking tendency to be more wordyLess words doesnt mean making less senseWithout sacrificing essential meaning, achieve intensity and concentration & brevityUse single words for wordy phrases

Wordy ConciseAt this point of timeAs regards the fact that.. Because of the fact thatAre in need of .In due course of timeNot very far from hereNow / at presentConsidering..

As / because

NeedSoon / shortlyNearby / close by

5.Concreteness Be specific / definite in describing Includes vivid description of event / stateAvoid vague wordsIn oral communication not possible to draw figures, tables graphs etc.

5.Concreteness Choose precise words, speak with proper modulation and force to make sound reflect the senseE.g. in oral communication avoid passive voice *Active voice verbs reflect force & actionSound more natural and direct.

6.CorrectnessGrammatical errors common in spoken communicationSpeaker tends to forget the number and person of the subject of the verb if sentence is too long. Even sequence of tense is wrongPronoun is incorrect especially in reported speech

6.CorrectnessHe said to me that I will surely go thereHe told me that he would surely go there

Being an experienced manager, we are sure you can resolve the conflictAs you are an experienced manager, we are sure you can resolve the conflict

7.CourtesyAn effective speaker maintains proper decorum whether at meetings, conversing, GDs etcCourtesy demands not using words which are insulting or hurtful to listenerIn biz discussions, listen patiently without interruptingWait for chance to speak when its your turn then speak with force and clarity

7.CourtesyTone should reflect respect for listener (s)Pitch should not sound as if talking at each other but to each otherTone should not be aggressiveTone should be level and measured make or break a discussion

Purpose of communication

To inform To persuade

To inform & persuade - involves both of the above

Purpose TO INFORMExpository Communication is directed by the desire to expose, develop & explain the subject e.g. scientific writings trying to convince reader about validity of findingsE.g. Flies are our deadly enemies because they feed on dirt & rubbishFocus is on flies our deadly enemy and the logical presentation of facts associated with flies convinces us about the danger of flies

Purpose TO PERSUADEFocus is on receiver and not the message E.g. Home loan advertisement Advertisement is reader centricAll communication is a deliberate and intentional act of persuasion.A persuasive communicator wants the reader to understand the message and be influenced, as intended

Process of CommunicationThe linear Concept earliest formInvolves 5 basic questions Who?Says What?On which Channel?To whom?With What effect?

The linear Concept

Receiver receives message passivelyActs as directed by senderCommunication intended to control / manipulate the receiverAssumed that message passing through medium chosen by sender receives message without distortion or change

Shannon-Weaver modelC E Shannon & W Weaver first pointed out that in practice, messages can be changed or blockedBasic problem is

Though feed back was introduced, it was considered another new act of communication

Shannon-Weaver model

Shannon-Weaver model Information source source of messagecommunication begins. Sender has raw information. To be converted to a message to be communicatedEncoding message thought put into words ( symbols ) EncodingChannel oral, written, electronic, coded, signaling system -appropriate medium / channel chosen

Shannon-Weaver modelDecoding receiver gets message by -receiving, understanding and interpreting the message

Acting communication process ends with receiver putting the interpreted message into action as intended by the sender and gives feedback to sender

Shannon-Weaver modelThus Communication completes full circle.Both sender and receiver become 2 aspects of a single purposeThis unifying process & role of communication has made modern management organisations and systems consider communication as an essential skill for successful managers

Noise

Process open to noisePrevents / distorts communicationNoise distortion or hindrance, preventing transmission of message from (mind of) sender to (mind of) receiverFor some noise stands only for external disturbances physical environment, machine telephone, poor printout or bad handwriting

Filters Mental in nature - Caused by mindset of sender and receiver

Include attitudes, beliefs, experiences, consciousness of personal status & ability to think clearly

Filters Misunderstanding & other problems may arise as senders message passes through the filters of the receiver

Receivers filters comprise the senders filters + low interest / involvement + distraction / fatigue causing loss of concentration

Problems/Barriers of communication

Broadly problems occur due to..

Conventions of meaningPerceptions of realityValues, attitudes and opinion

Conventions of MeaningSymbols are sings for things that exist

Connections between signs and their referents are unique to each individual

Denotations, connotations and euphemism

Perception of realityHuman being sensory perceptions are limited and each persons mental filter is unique

We make various abstractions, inferences and evaluations of the world around us

Values , Attitudes and OpinionsFavourable and unfavorable informationClosed mindsSenders CredibilityPersonal mood of the sender / receiver

Nonverbal CommunicationNon verbal messages often contradict the verbalAppearanceBody languageSilence, time and space

Communication problems from senders side Lack of planningVagueness about the purpose of communicationObjectives to be achievedChoice of wrong language, resulting in badly encoded messageUnshared & unclarified assumptionsDifferent perception of realityWrong choice of the channel

Barriers - ReceiverPoor listenerInattention MistrustLack of interestPremature evaluationSemantic Difficulties

Bias / Lack of trustDifferent perception of realityAttitudinal clash with senderNot in a fit physical state

Common barrier both sender & receiverAbsence of a common frame of referenceAffects smooth interpretation of thoughts, feelings and attitudes from the sender to the receiver in a specific social situationA well-defined social context in which communication takes place enables both the sender & receiver to perceive the content of communication in a similar way with similar implications and meaning.

Common barrier both sender & receiver Physical noise & other faults in surroundings & instruments of transmission of message relate mainly to the channelThey may not distort the overall meaning of the total message to be communicatedMost listed barriers are easy to understand, but some still need explanation .

Barriers Wrong & unclarified assumptions All communications are made under some assumptions, which are never communicatedThey may turn out wrong & cause communication failureE.g. we often assume that others See the situation as we doShould feel about the situation as we doThink about the matter as we doUnderstand the message as we understand it

Conditions for successful communication

Communication is to share information with others in an intelligible, participative form through the medium of words / body gestures / other symbolic signs

Rule of Five Keith DavisRole of receiver as important as that of sender5 Receiver steps -

Communication incomplete & unsuccessful if not observed

Rule of Five Keith DavisCommunication is successful when The message is properly understoodThe purpose of the sender is fulfilledThe sender & receiver of the message remain linked through feedback

REALLY SIMPLE SYNDICATIONLeft to their devices, the natural instinct of children is to be very, very candid. (Just ask any parent whose toddler has just asked, in a clear, loud voice: "Mommy, why does that man have no hair?) To "fix" that problem, from the time most of learn to talk, we're taught to lie -- not malicious lies, but airbrushed versions of the truth that are intended to make other people feel good about themselves. Most deceits of this kind have nothing to do with business, but of course the habit of telling "white lies" inevitably colors the way we interact with our business colleagues. So when we say to someone: "I love your dress;" or "We must have lunch real soon. I'll call you;" or "you must give me the recipe" (while your husband is gagging in the john). we are reinforcing habit patterns that will serve us poorly in our business interactions. (For further discussion of this point, see Winning, pp. 28-30). You must write to edify and not to impress One way to help make your message complete is to answer the Five W questions-who, what ,when , where and why-and other essentials how. One way to help make your message complete is to answer the Five W questions-who, what ,when , where and why-and other essentials how. Example complain Concreteness relies not so much on the amount of detail, but on providing the right detail for the intended audience MARKETING COMPANIES OFTEN DO THE SAME THING, DEVELOPING DETAILED PROFILES OF THEIR IDEAL OR TYPICAL USER, AND THEN TRYING TO FIGURE OUT WHAT THIS IMAGINED CHARACTERS RESPONSE TO A NEW PRODUCT OR AD CAMPAIGN WOULD BE.IDEAS ARENT JUST OUT THERE; TO BE EFFECTIVE, IDEAS NEED TO INSPIRE ACTION, WHETHER THATSWAS PUBLISHED IN BELL SYSTEM TECH JOURNAL, mathematical or mechanistic view of comm. Process.