Principles of Communication-AK

8/8/2019 Principles of Communication-AK

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Understanding

Interpersonal and Organizational

Communication

Conducted by:

Prof.Ashok Kapoor

MDI


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But weve been communicating

for years now.

So, why a full session

to learn communication?


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Organizational Factors

Hierarchies and Time Constraints

Formal and Informal Communication

Scale Spread

Technology

Financial constraints


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What is Communication?

Communication is a

two-way process of exchanging

ideas or information

among human beings


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Elements of

Communication

Message

Message

Receiver decoder

Receiver decoder

Medium/ Channel

Medium/ Channel

Sender encoder

Sender encoder

Feedback

Feedback


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Shannon-Weaver Model of the

Communication Process

Transmitter

Transmitter Channel

Channel Receptor

Receptor

Feedback

Feedback Encode

Encode

Meaning

Meaning

Encode

Encode

Transmitter

TransmitterChannel

ChannelReceptor

Receptor

Decode

Decode

Meaning

Meaning

Decode

DecodeMessages

NOISE

SENDER RECEIVER


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Internal & External Stimuli

Internal Stimuli

Attitudes

Beliefs

Opinions

Emotions

Experiences

Knowledge

Semantics

External Stimuli

Physical surroundings

Weather

Discomforts

Noise in the machine

such as telephone,

poor printout, badhandwriting


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Internal & External Stimuli

Internal Stimuli

Consciousness

of personalstatus

Ability to thinkclearly

Low interest orinvolvement

Distraction

Fatigue

External Stimuli

Cultural customs


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What the manager said:

Your performance was below par last

quarter. I really expected more out of you.

What the manager meant:

You are going to have to try harder, but I

know you can do it

What the subordinate heard:

If you spoil one more time, youre out


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Id like that report as soon as you can get

to it


I need that report within the week

What the subordinate heard: Drop that rush order youre working on

and fill out that report today


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I talked to the boss but at the present time, due

to budget problems, well be unable to fullymatch your competitive salary offer.


We can give you 95% of that offer, and I knowwell be able to do even more next year.


If I were you, Id take that competitive offer.Were certainly not going to pay that kind ofsalary to a person with your credentials


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You people seem to be having some problems

getting their work out on time. I want you to lookinto this situation and straighten it out.


Talk to your people and find out what theproblem is. Then get with them and jointly solveit.


I dont care how many heads you bust, just getme that output. Ive got enough problems outhere without you messing things up.


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Communication Model

Context

Speak/Write

Transmission

Transmitter Receiver

Idea

Thought

Formulation

Convert to

Language

Hear/Read

Perceive

Interpret

Assess & Formulate

Language

Respond/React


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Message

Sent

Goal :

Clear

Communication

No

Attention

AttendingWrong

Perception

Wrong

Interpretation

Wrong

Assessment

Wrong

Response

Perceiving

Interpreting

Assessing

Responding


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Barriers to communication

Filtering Selective Perception

Emotions

Language


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Overcoming Barriers

Use Feedback Simplify Language

Listen Attentively

Constrain Emotions


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Conditions for successful

communication

Rule of five

Receive

Understand

AcceptUse

Give a Feedback


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Characteristics of

Successful Communication

Considerate

Clear

Complete

Concise

Concrete

Correct

Courtesy


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Consider who you are

communicating with?

Intrapersonal communication Interpersonal communication

Group communication

Mass communication


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Consider, how you communicate

Verbal communication

Oral communication

Written communication

Non-verbal communication

Through body movements, the intonations oremphasis we give to words, facial expressions,

physical distance between the sender and the

receiver


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Consider, how you communicate

Meta Communication: choice of words thatcommunicate more than what the actual word

states Eg: Ive never seen you so smartly

dressed


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Oral vs Written

Communication

ImmediateFeedback

More conversationalsentences

Focus oninterpersonal

relations Contextual nature

Delayed feedback

Less spontaneity

Less colloquial quality

Focus on content

Greater linguistic

emphasis

ORAL WRITTEN


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Oral vs Written

Communication

PrompterAction

Less detailed,technicalinformation

Permanent record

Detailed

documentation

Possibility of review

ORAL WRITTEN


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Is there any point in communicating?

Consider, why we communicate

To inform

To order

To advise To suggest

To motivate

To persuade

To warn

To educate

To raise morale


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Messages travel!

Downward Communication

Upward Communication Horizontal Communication

Grapevine

Consensus


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Downward Communication

Usually five types of messages observed:

Job Instructions Job rationales

Procedures and practices information

Feedback

Indoctrination of organizational ideology


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Problems with

effective downward communication

Inadequate Information

Overload Heavy reliance on mediated methods

(written, mechanical and electronic)

Filtering: Deliberate or otherwise


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Limitations of downward

communication

Delay

Message abbreviation Message Distortion

Message Overload

Incomplete Information


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Upward Communication

Meetings

Counseling

Open Door Policy Correspondence

Participation in Social Gatherings & GroupEvents

Reports

Suggestion Boxes


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Problems of Upward

communication

Lack of encouragement

Concealing unfavourable facts Delay, Distortion and Filtering

Bypassing and suspicion

PoorListening Communication Criticism


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Horizontal communication

Refers to the flow of messages across

functional areas at a given level of anorganization

Usual means ofHC

Telephone and face-to-face

Meetings

Written media


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Problems in

Horizontal Communication

Territoriality Rivalry

Specialization

Simple lack of motivation


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Grapevine

Grapevine is another name for

Informal communication.

It involves a great deal of information ,

usually occurs in cluster transmissionpatterns, is fast and more often accurate

than inaccurate


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ThankY

ou

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Principles of Communication-AK