Communication

CommunicationPrasanna Venkatesan K R

Topics Covered Today

Communication Process

Communication Flow and Types

Verbal and Non Verbal Communications

Communication Barriers

Listening

CommunicationThe Process

What is Communication - The Definition

Communication is the transfer of information and understanding from one

person to another person - Keith Davis

Transmission and interchange of facts, ideas , feelings or course of action.

Most common medium of communication is not only language we use

codes and symbols in order to communicate.

Without a common purpose, background and interest, there can be no

effective communication.

Communication – The Process

Sent Message Receiver

Received

MessageResponse

SenderMessage

Encoded

Ch

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l

Features of Communication

Process

Dynamic

Continuous / On-Going

Two Way

Arbitrary

Irreversible

Inevitable

Ubiquitous

Contextual

Cultural

Symbolic

Types

Verbal

Oral (F2F, Tele, Group, Meeting, Seminar, Conf., ppt, Interview, etc)

Written (E-Mail, Fax, Memorandum, Notice, Letter, Reports, etc)

Non – Verbal

Signs

Symbols

Body Language

Characteristics

Clear – unambiguous

Concise – direct, precise

Correct – specific, accurate

Complete – self contained

Courteous – cordial, polite

Impartial and objective

Non Verbal Communication

Exchange of information through nonlinguistic signs or symbols

All external stimuli other than spoken or written words and including body

motion, characteristics of appearance, voice and use of space distancing.

No substitute for verbal

Only supplements/reinforces

Efficiency is non verbal makes up the deficiency in verbal.

More Impact

7% verbal 38% vocal 55% nonverbal

Nonverbal speech behavior affects speaker credibility- the audience’s

perception of the speaker’s competence, trustworthiness, and character.

KINESICS – Body Language

The Visual Codes

Aspects

Personal Appearance (Person, Attire, Accessories)

Facial Expression

Posture

Gesture

Eye Contact

Space, Distancing

Touch

Appearance

Person:

Hair, beard, color of skin, grooming, age, cleanliness & attractiveness

Attire:

Speaks loudly about our general attitude, behavioral preferences,

confidence, occupation, personality, power, status & values

Accessories:

Either enhance the p.a. or detract from the p.a.(Spectacles, false eye

lashes/nails, ties, rings, bangles tattoos, buttons, cosmetics etc.)

Facial Expressions

Convey Emotions

Should Exude - Confidence, Conviction and Calm

Face: Index of Mind

Posture

The way one stands, sits or walks

Movement of the body, position of hands/legs & other parts

Measure of personality, success of communication

Vary according to situations

Body Movement and Presentation Aids

Positioning your body so that it is oriented toward the audience is critical,

especially when using visual aids.

Gestures

Any action that sends a visual signal to an onlooker (An observed action)

What signals are being received is important

Well- timed drive home your ideas

Enhance impact, add a greater value

Use gestures to fill in meaning gaps in the same manner as you would in

everyday conversation.

Eye Contact

Leads to more effective communication

Shows whether speaker is sincere & listener is interested

Enables to alter/adjust/reframe

Establishes rapport

Keep shifting

Space Distance

Concept – Important for nonverbal communication

Formal, Informal, Public

Formal – 4-12 feet

Public – 12-30 feet

Touch

Body contact

Intention, context, interpretation, relationship

Functional / professional, social, friendship, intimacy, sexual

Culture specific

The Voice of Delivery

Volume

The relative loudness of a speaker’s voice while giving a speech.

Loudness depends on: size of room/number of persons, availability of a microphone, background noise

Pitch

The range of sounds from high to low.

It powerfully affects the meaning associated with spoken words.

conveys mood, reveals level of enthusiasm, expresses concern for the audience, signals your overall commitment to the occasion

Rate

the most effective way to hold an audience’s attention and convey the meaning of your speech.

speaking rate- the speed with which a speaker talks.

Pauses

Pauses are important strategic elements of a speech that enhance meaning by providing: a type of punctuation, emphasis of a point, attention to a key point, a moment for listeners to contemplate what is being said

Pronunciation and Articulation

pronunciation- the correct formation of word sounds.

articulation- saying words with clarity and forcefulness so they are individually audible and discernible.

Level of Communication

EXTRAPERSONAL

INTRAPERSONAL

INTERPERSONAL

ORGANIZATIONAL (Internal, External & Personal)

MASS

The BarriersThe creator of miscommunication, misunderstanding, confusion and even

conflict

Organizational

Too many Transfer stations

Fear of Superiors/Hierarchical Barriers

Negative Tendencies

Use of Inappropriate Media (Time, Cost, Type of message, Intended

audience)

Information Overload

Intrapersonal

due to individual differences in terms of experience, education, value, and

personality.

Wrong Assumptions

Varied perceptions

Differing background

Wrong inferences

Impervious categories

Categorical thinking

Interpersonal

Limited vocabulary

Incongruity of verbal and nonverbal messages

Emotional outbursts

Communication selectivity

Cultural variations

Poor listening skills

Noise in the channel

Listening“There is no such thing as a worthless conversation, provided you know what

to listen for.” James Nathan Miller

Listening - The Process

Hearing and Listening

“ Nature gave us one Tongue and two ears so we could hear twice as

much as we speak.” Epictetus

Hearing happens automatically as it is an involuntary physical act. It does

not require the conscious involvement of the listener.

For example, when you move on a railway platform, you hear several

voices. You do not listen to them. Suddenly there is an announcement on

the public speaker and we listen to it.

When we listen, we pay conscious attention to what is being said.

Hearing and Listening

Types of Listening

Appreciative Listening – This is listening for deriving aesthetic pleasure, as

we do when we listen to a comedian, musician, or entertainer.

Empathetic Listening - When we listen to a distressed friend who wants to

vent his feelings, we provide emotional and moral support in the form of

empathic listening.

Comprehensive Listening - This type of listening is needed in the class room when students have to listen to the lecturer to understand and

comprehend the message.

Critical listening - When the purpose is to accept or reject the message or

to evaluate it critically, one requires this type of listening.

A Good Listener – The Trait

Being Non- evaluative

Paraphrasing

Reflecting Implications

Reflecting Hidden Feelings

Inviting Further Contributions

Responding Non- verbally

Active Vs. Passive

Paying Attention

You can improve your skills in this area by listening to commentaries on Television

or radio. Concentrate on the theme, supporting ideas, and also the digressions, if

any, in the speech.

Dealing with Distractions

An attractive face in the room, sometimes even the fragrance of perfume, can

be the reason for distraction. A sincere listener always puts in a conscious effort

by listening with a positive attitude.

Implications

Effective listening improve working conditions and nurture harmony and

cohesion in the organization if both management and employees listen to

each other’s messages patiently.

Listening patiently to employees enables the mangers to feel the pulse of

the organization.

On the other hand, lack of proper listening can lead to embarrassing

situations because of a gap in coordination and understanding.

Thank You