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Paul | Nirraj | Lina | Alex | Mike
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` G ain a better understanding of the differentelements of the
communication model
` To understand communication as an importantmanagement
capability
` To have an understanding of your own personalcommunication
effectiveness
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` Communication is the process of exchanging information.
Information is conveyed aswords, tone of voice, and body
language.
` W ords count for 7% of information communicated
` Vocal tone accounts for 55%
` Body language accounts for 38%
USC G (2012)
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SENDER RECEIVERMESSA G E
NOISE
BARRIER
Duncan and Moriaty (1998)adapted
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` Can you name an example of a time when themessage you were
trying to communicate was notreceived by the other
person/party?
` Our messages sometimes fail to transmit becauseof various
barriers to communication
Sonnenberg(1990)
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` DMC W hispers
Sarah went to work in a red hat and blue shoes.She started to
work with the gardening crew andhurt her hand when she was using
the clippers totrim an abelia bush.
The nurse who has curly hair and is called Adelegave him 10
stitches. Sarah can come back towork in 9 days as long as she wears
gloves whenshe is gardening.
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` Physical Barrierse.g. Distance, people
` System Design Barrierse.g. Un clear organisational
structure
` Attitudinal Barrierse.g. Personal conflicts, bias
Sonnenberg(1990)
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1) G et into pairs
2) Designate one sender of message and one
receiver of message
3) Sender describes picture on the screen
4) Receiver draws picture by listening to thedescription
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` W hy is communication an important managementcapability?
` 10 Minutes W ith Interview
` HSBC Advert
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Steil et al (1983)
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3 Techniques
` Acknowledgement Rogering
` Parroting - Repeating
` Paraphrasing Your own words
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` W hat are the three types of barriers tocommunication?
` W hat do we mean by noise?
` W hat are the four levels of active listening?
` W ould language be a noise or barrier tocommunication
` W hat are the three types of response/feedback in active
listening?
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` Communication is not just about two people transmittingand
receiving a message
` Communication can be completely halted by barriers
` The message can be misinterpreted because of noise based on
context
` It is important to consider noise and barriers in order to bea
successful communicator
` Active listening is a vital part of the communication
processto remove noise
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Any Questions?
Th ank you Sara h
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USC G (2012) E ffective Communication . Available from:
www.uscg.mil/auxillary/training/tct/chap7.pdf.[Accessed:
01/02/2012]
Duncan, T., Moriaty, S. (1998). A communication-based marketing
model for managing relationships.Th e Journal of Marke ting. 62
(1), 1-13.
Rothwell, D. J. (2004) In t h e Company of Ot h ers: An
Introduction to Communica tion. New York:McG raw Hill.
Steil, K., Barker, L., W atson W (1983). E ffective listening:
Key to your success . Mass: Addison-W esley. 155.
10 Minutes W ith (2012) Skills Interview . Available from:
http://www.10minuteswith.com/node/159.[Accessed: 01/02/2012].
YouTube (2012 ) HSBC Ad vert. Available
from:http://www.youtube.com/watch?v=uMaZu45Li8w&feature=related.
[Accessed: 01/02/2012].
