Communication skillsAmong personal qualities possessed by

college graduates the ability to communicate effectively was ranked first by employers.

From a survey of 480 companies and public organizations conducted by the National Association of Colleges and Employers.

WSJ, Dec 29, 1999

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Communication OutcomesDescribe the communication process.List typical barriers to effective

communication.Contrast the differences between the

grapevine and rumors.Discuss other considerations for effective

communication.

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CommunicationEfficient communication is ESSENTIAL to

being successful in life.

The biggest source of interpersonal problems is poor communications.

The key to the communication process is to be UNDERSTOOD.

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CommunicationThe aim of communication is the

transference and understanding of information between two or more people.

Communication must always be between two or more people, one the sender and the other receiver. You participate in both roles and your role will change alternatively and frequently in conversation.

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Communication FeedbackWe may say that communication has

occurred only when the message has been understood.

Understanding occurs in the mind of the receiver.

Feedback is critical to ensure that accurate understanding of the message has occurred.

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Barriers toCommunication

Barriers to accurate communicationUnfamiliar language – including dialects and

accents

Improper timing – Is the boss distracted today?

Noise and distractions in the environment

Attitude of both the source and the receiver

Differences between people – gender, age, culture, education, intelligence, etc.

Relationship between the sender and the receiver – status, boss-employee, parent-child, etc.

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Barriers to CommunicationsFiltering – manipulation of information so that it will

seem more favorably to the receiver.Selective Perception – receiver hears message

based on his/her interests, needs, motivations, experience, background and other personal characteristics.

Defensiveness – response when receiver interprets message as threatening

Language – Words mean different things to different people.

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CommunicationCommunication occurs in three directions in

organizationsUpward communications

Downward communications

Lateral communications

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I Heard It on the GrapevineThe grapevine is an

informal communication network within an organization.

Research reflects that about 75 % of the communication in the grapevine is accurate.

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RumorsResponse to situations that are IMPORTANT

to us, and

There is AMBIGUITY between what is going on and what was said, and

Under conditions that arouse ANXIETY, such as time off, pay programs, layoffs, etc.

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Suggestions for Reducing the Negative Consequences of RumorsAnnounce timetables for making

important decisionsExplain decisions and behaviors that may

appear inconsistent or secretiveEmphasize the downside, as well as the

upside, of current decisions and future plans.

Openly discuss worst case possibilities – it is almost never as anxiety provoking as the unspoken fantasy.

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Communications – Did you know?People remember:

10 percent of what they read20 percent of what they hear30 percent of what they see50 percent of what they see and hear80 percent of what they say 90 percent of what they say and do

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The Ten Commandments of Good Communication

Seek to clarify your ideas before communicating

Examine the true purpose of each communication

Consider the total physical and human setting

Consult with others in planning communications

Be mindful of the overtones as well as the basic content of your message

Take the opportunity to convey something of help or value to the receiver

Follow-up your communication

Communicate for tomorrow as well as today

Be sure your actions support your communications

Seek not only to be understood but to understand - be a good listener

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SummarySuccessful communication requires

understanding by the receiver.The communication process model

includes a source, a message, encoding, a channel, decoding, a receiver, and, especially feedback.

Communication in organizations occurs in upward, downward, and lateral directions.

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Conclusions The key to the communication process is to

have understanding on the part of the receiver.

There are many barriers to good communications that must be overcome for communications to be successful.

Learn to be an active listener as part of successful communications.

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Final thoughtsCommunicating to be understood and being a

good listener are crucial.Another important aspect of communication

is to think about what you are saying before you say it.

Today’s communications set the tone for tomorrow’s relationships.

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