MANAGING COMMUNICATION
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MANAGING
COMMUNICATION
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Introduction to Communication
Process of Communication
Issues in Communication
Non-verbal Communication
AGENDA
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INTRODUCTION TO
COMMUNICATIONSection 1
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What is Communication?How does communication happen?
What are the functions of communication?
What are the barriers to communication?
INTRODUCTION
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The transference and understanding of meaning.(Stephen P. Robbins)
The process of transmission of a message andunderstanding of information between two ormore people; it involves at least two parties– a
sender and a receiver. (Kavita Singh) The way we share information, ideas, goals,
directions, expectations, feelings, and emotionsin the context of coordinated action.(Schermerhorn, Hunt & Osborne)
The evoking of a shared or common meaning inanother person. (Nelson & Quick) The process of sharing goal-oriented messages
between two or more sources through a mediumor media. (Pareek)
DEFINITION
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ControlMotivation
Emotional expression
Information
FUNCTIONS
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PROCESS OF
COMMUNICATIONSection 2
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COMMUNICATION PROCESS
SOURCE
ENCODING
CHANNELDECODING
RECEIVER
M E S
S A G E
M E S S AG E
F E E D B A
C K
M E S
S A
G E
M E S SA
G E
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What is feedback?Functions of feedback
Provide data about style of behaviourCulture of openness and interpersonal trust
Better self-awarenessEffective communication
How to give feedback The good news firstDescriptive and Non-evaluativeFocus on behaviour and not the personReinforce new, positive behaviourSuggestive, not PrescriptiveWell-timed
FEEDBACK
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Difference between hearing and listeningDifference between listening and active
listening
Guidelines:Listen for contentListen for feelingsRespond to feelingsNote all cuesReflect back
ACTIVE LISTENING
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Media Types: people, mechanical, written, oral,
computer, etc.
CharacteristicsCapacityModifiabilityDuplicationSpeedFeedbackAppropriateness
CHANNELS
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Define the channelSeries of linkages between communicating entitiesFormal
Chain
‘Y’WheelCircleAll-channel / Star
InformalGrapevineSocial gatheringsManagement by Wandering Around
NETWORKS
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DownwardAssign goals and provide job instructions Inform of policies and proceduresPoint out problemsOffer feedback about performance
UpwardProvide feedback to higher-ups Inform of progress towards goalRelay current problems
LateralSave time and facilitate coordinationShort circuit vertical hierarchy and expedite action
DIRECTIONS
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ISSUES IN
COMMUNICATIONSection 3
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FilteringSelective perceptionDefensivenessLanguage
Status differencesGender differencesCultural diversityPreconceived ideas TrustOrganizational climateSensitivityNon-verbal cuesChannel effectiveness
BARRIERS TO EFFECTIVECOMMUNICATION
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Men are from Mars, Women are from Venus“Politically Correct” communication
Cross-cultural communication
Electronic communication
CURRENT CHALLENGES INCOMMUNICATION
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NON-VERBAL
COMMUNICATIONSection 4
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Not involving words or languageUp to 93% of communication is non-verbal
(UCLA)
TypesProxemics- individual’s perception and use of
space1.5 ft- intimate distance, 4 ft- personal
distance, 12 ft- social distance, above- public
distanceKinesics- posture, body languageFacial and eye behaviourParalanguage- pitch, loudness, tempo, tone,
duration, laughing, crying
NON-VERBAL COMMUNICATION
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Organizational Behaviour- Stephen P. RobbinsOrganizational Behaviour: Text and cases-
Kavita Singh
Organizational Behavior- Nelson and Quick
Organizational Behaviour- Schermerhorn, Huntand Osborn
Understanding Organizational Behaviour- Udai
Pareek
REFERENCES
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In pairs (preferably 1 with work-ex and 1 fresher), choose aneducational institution and
Map the various channels throughwhich upward, downward andlateral communication takesplace in that organization
The barriers that are actuallyexperienced in communication inthat organization
EXERCISE
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"The single biggest problem in
communication is the illusion thatit has taken place."
-- George Bernard Shaw