Lecture 2 Comm Barriers and Orgnstn

8/10/2019 Lecture 2 Comm Barriers and Orgnstn

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Recap last weeks lesson More barriers to communication

Listening

Top ten tips for better communication Organisation chart


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By the end of this lesson, you should know: Why communication breaks down

How to achieve effective communication

The structure of an organisation How people communicate within an

organisation


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In groups of 3 or 4, divide yourmahjong paper into two sections. Onthe left side, write down everything

you remember from last weeks lessonon The process of communication

(10-15 minutes)


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Noisephysical, technical, psychological

Poor timing

Non-verbal signals

Language Lack of interest

Pre-judgment

Relationships

Emotions

Systems(no proper procedure)


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Barriers to communication

Inappropriate

timing

Mental distractionsHealth concerns

Nonverbal

distractions

Physical distractions

Pre-judgment /

bias


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Physical Bus stop, train station

Technical DiGi, poor connection in elevators

Psychological Receiver of the message is thinking of something

else


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Poor timing

The sender is not aware of the mood of thereceiver or event when sending the message

Example: approaching employer for a raisewhen the company has just made an

announcement that it is almost bankrupt


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Prejudice Male / female

Young / old

Rich / poor

Receiver cant fix prejudice. Just be prepared

Pre-judgment also happens because of ourframe of reference (background knowledge &experiences)


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Cultural relativism

judging cultural values and

behaviors, usually against

your own standards.

Im better

than you

Im better

than you


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No procedures or instructions forcommunication Who to send the message to?

How?

When? Wrong people getting the

wrong message at the

wrong time


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Hearing Listening

Physiological process, involves the

vibration of sound waves on our

eardrums and the firing of

electrochemical impulses from theinner ear to the central auditory

system of brain.

Involves paying close attention to,

and making sense of, what we hear.

+ +


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Appreciative listening- for pleasure or enjoyment

Empathic listening- to provide emotional support

Comprehensive listening- To understand the message of the speaker

Critical listening

- To evaluate a message for purposes of accepting orrejecting it

Employers rank listening as one of the

top five skills for employees


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Hearing

Filtering

Interpreting

Responding

Remembering


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Hearing

A physiological process.

A passive activity requiring no conscious effort. A prerequisite for listening

Filtering

It is the elimination of unwanted stimulus.

It may be external (things which you have nocontrol over, e.g. noise, odour, events occuringaround you)

or internal (headache, deadlines, information you

need) Filtering allows a listener to focus on stimulus that

are of specific interest.


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Interpreting

The message is interpreted by assigning

meaning to the stimulus. We tend to filter the contents of a message

based on our experiences, knowledge,emotions, and beliefs (frame of reference)

Therefore the message received can be

different from the message intended.

Responding

Responding provides feedback to the sender ofthe message.

Responses can be direct verbal responses ornonverbal response such as a nod or athumbs-up signal.


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Remembering

It involves recalling the information at a later time.

The success of this element depends on theassociation (relationship) placed on the stimuliduring interpretation.

Untrained listener retains only half of what she

hears in a casual conversation within hours of theevent and one fourth of it 2 days later.


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Guidelines for effective listening


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Concentrate on the message

Normally people speak 150 to 200 words in aminute.

They listen 400 to 500 words a minute. This gap

makes it easy for the mind to drift Concentration is key to effective listening

Listen for main points and hidden messages

Facts? Opinions? Inferences?


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Determine the purpose of the message

3 modes of listening:1) cautious listeningused to understand and

remember both the general concept and all thedetails of the message.

2) skimmingused when you want to

understand the general concept of themessage.Pay attention to statements like My point isThe things to remember are

3) scanning- used to focus on the details ofspecific interest. There is a high possibilityyour mind may wander.


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Keep an open mind

Dont allow biases and prejudices to influencelistening.

Dont evaluate a message until you have heard theentire message

Provide feedback verbal and/or nonverbal)

Paraphrasing can be a form of feedback.

It lets the speaker know you understood the

message as it was intended.

Minimize note taking


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Analyse the total message

Listen between the lines

Use both visual and verbal observation to analyzethe message

Body language and tone of voice are accurateindicators of the intent of the message.

Do not talk or interrupt

An individual cannot talk and listen effectively at

the same time. Learn to differentiate between mid-thought pause

and the end of the speakers comments.


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Helps build relationships Solve problems

Ensure understanding

Resolve conflicts Improve accuracy


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Get into the same group and brainstorm:

Based on what you learnt about the process ofcommunicationand the barriers of

communication, give your opinion on top tentips for better communication.

Write your ideas on the right side of the

mahjong paper.

(10-15 minutes)


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1. Know the aim of the communication inform / persuade / request?

2. Know the receiverWho? Whats theirbackground knowledge / experience /

culture?3. Know the circumstancesis the situation

urgent / serious / emotional / dangerous?4. Know the effecthow will the message

affect the receiver? Whats the receiversreaction? How to make it achieve thedesired aim?


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5. Listen intelligently6. Use appropriate language clear and simple

7. Be open-minded consider other peoplesviewpoint

8. Select appropriate method / channel forcommunication

9. Time your communication carefully when

to say it? How much time will it take?10. Obtain feedback if communication failed,

ask yourself why and improve on it.


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Organisational communication


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Internal / external

Formal / informal

Internal communication

Within the company within the company

External communication: Within the company outside the company

Formal communication occurs throughestablished lines of authority. Written or oral

sent to

sent to

Written, oral,electronic


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Downward communication Superior to subordinate

Upward communication Subordinate to superior

Horizontal communication Among peers (same status)

Diagonal communication

More than one department, no obvious line ofauthority Depends on goodwill, cooperation and

respect


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If there is no proper communication systems...

Vehicle for distortion of truth, rumour andgossip

Can cause damage by spreading incompletefalse or exaggerated information

Can result in low morale, fear.


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1. In your group, draw your own organisationalchart of your invention company using these

job positions:

Chairman Managing Director

Marketing Manager Marketing executive

Project Manager Project executive

Human Resources Manager HR executive

Finance Manager Finance Executive


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2. Then, give one example of each kind ofcommunication (draw arrows):

a) Downward communication

b) Upward communication

c) Horizontal communicationd) Diagonal communication

For each situation, determine:

Who is speaking to whom?

What is the communication about?

How are they communicating what method)?


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Giving weekly report

face-to-face

meeting)

Giving information

on budget for

Documents

Lecture 2 Comm Barriers and Orgnstn