Communication

Communication

Overview

Functions of Communication The Communication Process Communication Fundamentals Key Communication Skills

Functions of Communication

Control Motivation Emotional Expression Information

The Communication Process

Message

Feedback

ReceiverChannelEncodingSender Message Decoding

Types of communication

On the basis of organizational structure

Informal (grapevine)

Formal

Vertical Horizontal Diagonal

Oral Gesture Written

On the basis of direction

On the basis of way of expression

Downward

Upward

Formal Communication Networks

CHAIN WHEEL ALL CHANNELS

Formal Communication Networks

CIRCULAR INVERTED V

Informal Communication Networks

Single strand Gossip Probability Cluster

Communication Fundamentals

Direction: Downward Upward Lateral/Horizontal

Networks: Formal vs. Informal Formal: deliberately created, officially prescribed path for flow of

communication between the various positions in the organization. Informal: Also known as grapevine ,is the result of the operation of social

forces at workplace.

Characteristics of GRAPEVINE:

1. It is not controlled by the management

2. It is believed to be more believable and reliable

3. It is largely used to serve the self interest of the people within it.

Advantages of Grapevine Communication Grapevine channels carry information rapidly. As soon as an

employee gets to know some confidential information, he becomes inquisitive and passes the details then to his closest friend who in turn passes it to other. Thus, it spreads hastily.

The managers get to know the reactions of their subordinates on their policies. Thus, the feedback obtained is quick compared to formal channel of communication.

The grapevine creates a sense of unity among the employees who share and discuss their views with each other. Thus, grapevine helps in developing group cohesiveness.

The grapevine serves as an emotional supportive value. The grapevine is a supplement in those cases where formal

communication does not work.

Disadvantages of Grapevine Communication The grapevine carries partial information at times as it is

more based on rumours. Thus, it does not clearly depicts the complete state of affairs.

The grapevine is not trustworthy always as it does not follows official path of communication and is spread more by gossips and unconfirmed report.

The productivity of employees may be hampered as they spend more time talking rather than working.

The grapevine leads to making hostility against the executives.

The grapevine may hamper the goodwill of the organization as it may carry false negative information about the high level people of the organization.

A smart manager should take care of all the disadvantages of the grapevine and try to minimize them. At the same time, he should make best possible use of advantages of grapevine.

Barriers to Effective Communication

1.Filtering:A sender’s manipulation of information so that it will be seen more favorably by the receiver.

2.Selective Perception: receiver’s selectivity based on their expectations, interests, needs&other personal characteristics.

3.Information overload:When the information we have to work with exceeds our processing capacity ,the result is information overload.

4.Emotions: Interpretation of the of the information is influenced by the feelings of the reciever at the time of communication.

5.Language: Words mean different things to different people.

6.Communication Apprehension: An estimated 5-20% of the population suffer from deliberating communication apprehension or anxiety-They dread to speak in front of others,experience undue tension and anxiety in oral

Barriers to Effective Communication Semantic barriers:The obstructions that come

in the process of encoding and decoding the message.

1. Different language

2. Word & symbol have different meaning

3. Pictures without explanation

4. Gestures can be misunderstood

5. Use of wrong words

Emotional and psychological barriers-these arise from motives attitudes , sentiments , emotions , social values of participants etc.

1. Absent mindedness

2. Distrust

3. Loss during transmission and poor retention

4. Failure to communicate

Physical barriers:1. Noise

2. Improper time

3. Distance

Organizational barriers:1. Organizational policies

2. Rules and regulations

3. Structure

4. Lack of facilities

5. Wrong choice of channel

Personal barriers:

A. Barriers of superiors1. Attitude

2. Fear of challenge

3. Under estimation

4. Ignoring the juniors

5. Insistence on following the proper channel

B. Barriers in subordinates:1. Unwillingness to communicate

2. Lack of proper incentive

C. Egotism

D. Selective perception

Socio Psychological barriers:

1. Attitude

2. Closed minds

3. Status consciousness Cultural Barriers

Key Communication Skills

Listening Skills Feedback Skills Presentation skills

Basic Communication Skills Profile

________________________________________________Communication Order Learned Extent Used Extent Taught

____________________________________________

Listening First First Fourth Speaking Second Second Third Reading Third Third Second Writing Fourth Fourth First

Meaning

Listening Is With The Mind Hearing With The Senses Listening Is Conscious. An Active Process Of Eliciting Information Ideas, Attitudes And Emotions Interpersonal, Oral Exchange

Fallacies about Listening

Listening is not my problem! Listening and hearing are the same Good readers are good listeners Smarter people are better listeners Listening improves with age Learning not to listen Thinking about what we are going to say rather than listening to a

speaker Talking when we should be listening Hearing what we expect to hear rather than what is actually said Not paying attention ( preoccupation, prejudice, self-centeredness, stero-type)

Listening skills are difficult to learn

Stages of the Listening Process

Hearing Focusing on the message Comprehending and interpreting Analyzing and Evaluating Responding Remembering

Barriers to Active Listening

Environmental barriers Physiological barriers Psychological barriers Selective Listening Negative Listening Attitudes Personal Reactions Poor Motivation

How to Be an Effective Listener

What You Think about Listening ?

Understand the complexities of listening Prepare to listen Adjust to the situation Focus on ideas or key points Capitalize on the speed differential

Organize material for learning

How to Be an Effective Listener (cont.)

What You Feel about Listening ?

Want to listen Delay judgment Admit your biases Don’t tune out “dry” subjects Accept responsibility for understanding Encourage others to talk

How to Be an Effective Listener (cont.)

What You Do about Listening ?

Establish eye contact with the speaker Take notes effectively Be a physically involved listener Avoid negative mannerisms Exercise your listening muscles Follow the Golden Rule

Feedback Skills

Positive vs. Negative Feedback Positive feedback is more readily and accurately

perceived than negative feedback Positive feedback fits what most people wish to hear and

already believe about themselves Negative feedback is most likely to be accepted when it

comes from a credible source if it is objective in form Subjective impressions carry weight only when they

come from a person with high status and credibility

Developing Effective Feedback Skills

Focus on specific behaviours Keep feedback impersonal Keep feedback goal oriented Make feedback well timed Ensure understanding Direct feedback toward behaviour that is

controllable by the recipient

Group Think

Phenomena in which the norm for consensus overrides the realistic appraisal of alternative course of action

Presentation Skills

Ideas, concepts or issues talked about or spoken to a group or audience

Public speaking is one of the most feared things “I could make such a fool of myself”

Skills required to give a good presentation can be developed

Preparation is the Key

Presentation Skills

Preparation/ Planning is the first step on the ladder to success

Aspects in the development of a good presentation Self Centered (Self) Audience Centered (Audience) Subject Centered (Material)

“I want (who) to (what) (where, when and how)because (why)”

Presentation Skills

Helpers

What do you want to present (content)?Why do you want to present (purpose)?Where will you be presenting (place)?How do you want to present (words to be used or

not, slides to be used)Who is your audience?

Presentation Skills Preparation: Audience Analysis

What is the audience interested in What does the audience want What does the audience already know and needs

to know What are their needs, expectations from this

presentation How will the audience benefit from this

presentation

Presentation Skills

Structure the content in line with the audience’s needs

What do you want to tell the audience? What is your objective? Prepare keeping in mind the time allotted Anticipate the questions and prepare Collect material from a variety of sources Arrange points logically and sequentially Prepare handouts as well

Presentation Skills

Structuring the presentation

2 to 2.5 mins--- opening/beginning

20 to 21 mins--- middle section

2 to 3 mins --- closing/end

5 mins --- questions

Presentation Skills

The Begining Should be carefully designed Get attention - shock, humour, question, story, facts

&figures - well rehearsed yet natural Motivate audience to listen - listen to their needs

Presentation Skills

Preparation – Structure Sequence should be logical &

understandable Interim summaries- Recaps Value of visual aids-flip charts, handouts etc.

Presentation Skills

Prepare Closing Last 2 to 2.5 minutes are as critical as the

first five minutes for a successful presentation

Summarize- highlight important points Suggest action- what to do and when, where

and how to do it

Presentation Skills

Stage Fright Everyone has it to some degree Can be used constructively Key issue is not elimination of fear

Instead channel the energy it generates for an effective presentation

Presentation Skills

Effective Delivery Be active - move Be purposeful - controlled gestures Variations – vocal (pitch, volume, rate) Be natural Be direct – don’t just talk in front of the

audience talk to them

Group Facilitation

Verbal Communication- barriers Speaking too fast Using jargon Tone and content Complicated or ambiguous language Not questioning Physical State of the audience

Presentation Skills

Sensitivity to the audience

“see” the audience Take non-verbal feedback

-congruent and incongruent body language Modify to meet audience needs Don’t just make it as a presentation

Presentation Skills

Handling Questions

Do not get confused You are not supposed to know everything Anticipate and keep answers ready Sometime questions themselves give you a

lead to highlight your point of view

Presentation Skills

Visual Aids While using a over head projector face the

audience while talking Point with a pen Appropriate lighting Watch the colours Ensure clear visibility 10 lines, 10 words per line

Presentation Skills

So to conclude :

Always prepare

Channelize you fear

Interact with your audience