Lecture-1 Communication New

8/10/2019 Lecture-1 Communication New

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CommunicationSkills

Prof. Aparna Kanchan


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Concepts

Words Mean Different Things to DifferentPeople.

The Initiation of a Message Provides NoAssurance It Has Been Received.

Communications Often Become Distortedas They Are Transmitted.


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Why is Communication Important?

Everything a manager does

involves communication.

Ineffective communication

skills can lead to problems for

the manager.

Communication of content Supportive communication


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COMMUNICATION -NATURE

Communication is a process by which an idea is

transferred from a source to a receiver with the intention

of changing his behaviour.(interpersonal situations)

It is a mutual exchange of facts , thoughts or perceptions

leading to a common understanding of all parties. It does

not imply agreement.(encompasses organizational

communication.)

Intrapersonal communication-the reasoning, analysis or

debate that a person carries out within its own mind .

NATURE

Communication is Perception- is highly personal and has

a large component of emotions ,values and needs of

individual. Effectiveness of communication thus is limited

to the range of perception of the recipient.5


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Communication is Expectation people perceive only

what they expect to-depending upon their own needs,

values, motives, background or even the situational

context. The unexpected is ignored or misunderstood.

Communication makes Demand- are in terms of

emotional selection, preferences or rejection on part of the

receiver. It has been scientifically established that thewords with pleasant association are retained easier and

longer in a persons memory than otherwise.

Communication differs from Information- logic

characterizes information, which is also formal andimpersonal in nature.(perception)Information infact

presupposes communication, because, unless the latter

takes place, the former is of no use to anybody.

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CHANNELS OF COMMUNICATION

VOCAL NON-VOCAL

VERBAL SPOKEN WORDS WRITTEN

WORDS

NON-

VERBAL

SIGH FACIAL

EXPRESSION

GRUNT POSTURE

GESTURE

INFLECTION SPATIAL

RELATIONSHIP

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Three sub sciences

Kinesics

Proxemics

Paralinguistic

Have emerged as substantial contributors to the art of

communication.

Kinesics- is dynamics or movement aspect of NVC as related

to gestures, head nods, facial expressions eye movements and

the like.

Proxemics- deals with roles of bodily contact, physical

proximity and body orientation

Paralinguistic-deals with the non linguistics aspect of speech-

pitch, pauses, modulation ,etc.

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Communication-Process

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COMMUNICATIVE LANGUAGE PROCESSES

To act as a speaker,writer,listener or reader,the

learner must be able to act out a sequence ofskilled actions.

To speak , the learner must be able to :

Plan and organize a message (cognitive skills); Formulate a linguistic utterance (linguistic skills);

Articulate the utterance (phonetic skills);

To write , the learner must be able to:

Organize and formulate the message (cognitive

and linguistic skills);

Hand-write or type the text (manual skills)10


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To listen , the learner must be able to:

Perceive the utterance (auditory phonetic skills);

Identify the linguistic message (linguistic skills);

Understand the message (semantic skills);

Interpret the message (cognitive skills);

To read , the reader must be able to:

Perceive the written text (visual skills);

Recognize the script (orthographic skills);

Identify the message (cognitive skills).

Understand the message (semantic skills);

Interpret the message (cognitive skills).

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COMMUNICATION PROCESS

SOURCE

ENCODING MESSAGE DECODING

RECEIVERFEEDBACK

Ideas Info Intentions

and Purpose

Necessity of using words, symbols

or forms in a precise mannerIts final shape and form depends onthe channel selected and the speed

Interpreting message in terms of

background experience and

expectation

Understood and

acted in the light

of it12


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COMMMUNATING EFFECTIVELY

Internal customers: fellow employees, inside andoutside the department where you work, to whom you

provide services or assistance.

External customers: people outside your organizationwho need the product and services, suppliers ,investors.

The goal of the communication process is mutual

understanding.

Interpersonal communication involves senders and

receivers. Take turns being senders and

receivers, otherwise the tension mounts as the tug-of-

war goes on. 13


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The ways that help to achieve the goal of

mutual understanding are :

ASSERTIVE SPEAKING- or the act ofexpressing yourself directly,positively and

with confidence,so that your point comes

across clearly and you maintain respecttowards others.

ACTIVE LISTENING- or the act of

providing non-verbal and verbal feedback toa speaker that allows his or her message to

be expressed and shows understanding of

the message.14


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Barriers to communication

INITIATION OF MESSAGE

Different personalities of sender and receiver

Different perceptions of sender and receiver

Receiver evaluates credibility of sender

Words have different meaning

Receiver hears what he wants to hear

Code not understood

Noise

Distorted message

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HOLDING ASSUMPTIONS

The problem with assumptions is that they can lead

to mistakes, misunderstandings, and strained

relationships.

Jumping to conclusions

Finishingpeoplessentences

Interrupting

Tuning out

Dismissing new ideas

Focusing on intentions: focusing on intentionsinstead of actions sometimes causes you to interpret

inconsequential actions as destructive or of ill will.

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Thinking you know best: making decisions for

someone else without first checking with the person

who is affected directly by what you do.

Stereotyping: shows your ignorance.

Deal with each other as an individual

Listen first

Avoid generalizations

Communicate first ; act second

Make the safest assumptions of them all: assume thatthe other person means well. This assumption allows

you to see and deal with the actions and ideas of others

at face value.

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FOUR APPROACHES TO SPEAKING1. MY WAY OR THE HIGHWAY: THE AGGRESSIVE

APPROACH

You must Because I said so

You idiot!

You always/never.

Who screwed this up?There is nothing subtle to the aggressive approach. The following

are the commonbehaviours :

Blaming, accusing

Intimidating body language Demanding, ordering

Raised voice

Harsh, personal language

Verbal browbeating 18


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2. THE APPEASING WAY: THE NON ASSERTIVE

APPROACH

Uh..if thats the way you want to do it.um, thats fine

with me. I dont know if I could do that.

Ill talk to him soon about that problem; Ive been really

busy.

I am sorry to ask you.

I hate to bother you.

Maybe thats a good idea

Behaviours:

Soft voice

Overly agreeable, no point of view expressed

Avoidance

Withdrawn body language 19


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Sounding unsure

Beating around the bush

Sounding hopeless and helpless

3. SUBTLE BUT AGGRAVATING: THE PASSIVE -

AGGRESSIVE APPROACH

I knew that wouldnt work.

If thats the way you want it..

How could you even think of that?

When was the last time you helped me?

The problem with Rahul is.

Behaviours:

Appears to agree but really does not agree

Tells others but not the source of concern

Makes subtle digs and sarcastic remarks20


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Keeps score and sets conditions

Nonverbal message contradicts the verbal massage

Holds back expressing concern or providingassistance

4. STRAIGHT AND POSITIVE: THE ASSERTIVEAPPROACH

Yes that was my mistake.

As I understand your point..

Let me explain why I disagree with that point.

Lets define the issue and then explore some optionsto help resolve it.

Please hear me out and then work with me to

resolve my concern.21


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Behaviours:

Takes responsibility

Listens actively

Takes initiative

Speaks up, is direct and constructive

Shows sincerity

Is solution focused

Assumes confident voice and body language

Addresses concerns directly to the source

Requests needs

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DO NOT CONFUSE AGGRESSIVE FOR

ASSERTIVE

AGGRESSIVE

Blunt

In conflict situations, a

harsh in tone

In conflict situations,

blame and browbeat the

other person

Push your own way

One way conversation

flow

ASSERTIVE

Direct

In conflict situations, a

firm tone

In conflict situations,

collaborate on the

solutions

Speak up, yet hear what

the others have to say

Two way conversation

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POSITIVE IMPACT OF POSITIVE LISTENING

Accentuate the positi ves

How do you feel when someone really listens to you?

Respected

Cared for That youve gained rapport

Rewarded

Satisfied

Sense of achievement

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POSITIVE IMPACT OF POSITIVE LISTENING

Positive feelings:

Increased productivity Stronger working relationship

Better quality of work

Greater customer satisfaction Repeat business

Easier and better problem solving

Greater cooperation and team work

Less stress

L istening is a powerful means of communication

that can increase your effectiveness on the job.25


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THE THREE STAGES OF THE LISTENING PROCESS

Stage one - Receiving: you take in the speakers

message through your senses, hearing and seeing.

Stage two - Processing: this activity takes place inyour mind and involves analyzing, evaluating, andsynthesizing. Great deal of concentration is needed.Whatdoes the speaker mean?

Stage three - Responding: the speaker sees andhears what the listener does. The speaker feelsrespected and understood by the listener, connectionis made and productivity goes up.

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PUT A POSITIVE SPIN IN THE MESSAGE

Make something sound better than it is: combine tact

and clarity. This decision by the management is really a

good one for you . Remember our jobs are about adapting tochange and keeping this business moving forward . If you

keep this in mind , the new strategies will work just fine.

Emphasize what you can do instead of what you cant. I

will help you, I will ensure your problems are resolved.

Based on a few other matters I need to handle now, I can

take care of your issue by the end of the day

I can give you a status on that item by the end oftomorrow. I first need to check on what happened with it.

I can give you an update in two days. Ill know more about

where that issue stands then.

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AVOID LANGUAGE THAT DWELLS ON PROBLEM

Whose fault is this? Youre wrong about what happened.

You never help when I need you.

Why cant you get this right ? Why are you causing such problems here ?

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USING LANGUAGE THAT FOCUSES ON SOLUTIONS

Option:Lets explore some options for resolving this

situation. Idea:I have an idea that can help solve this

problem.

Recommendation:Heres what I recommend we

do.

Suggestion:May I offer you a suggestion or two on

handling that challenge?

Solution: Lets take a look at some possible solutionsthat can help us.

Proposal:I have a proposal that can help resolve this

issue.29


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Interpersonal communication

The goal of communication process is mutualunderstanding (no small feat) .Communication

involves senders and receivers. They may have

differences , but differences arent an excuse to

have a tug - of-war ; rather differences are issues

to work through to reach the desired outcome.

Lack of trust , deceit , self centeredness , non -cooperation , unhappy atmosphere and the like

have the beginning in distortion or breakdown of

interpersonal communication.30


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Components of interpersonal communication

Perception of self-social self,material self and

spiritual self. Person perception-filters we tend to apply to our

behaviour when relating to others.

Complexities in relationship Self fulfilling Prophecy

Spirals

Paradoxes

Congruence between being and seeming

Empathy

Positive regard31


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There is a scientific basis to understand the dynamics of

communication.

Joseph Luft &Harry Ingham, behavioural scientists,have

developed a model of social interaction known as Johari

Window which facilitates understanding of the basis of

interpersonal communication that in turn determines the qualityof relationship.

This model is a very condensed form states the fact that we as

individuals consciously know some of our strengths andweaknesses, but are not aware of certain others.

Similarly, other people become aware of our positive qualities

and shortcomings through the type of relationship we develop

Interpersonalstyles and relationship

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ArenaBlind

Spot

Facade Unknown

Known

to self

Unknown

to self

Feed Back

Known

to

Others

Unknown

to

Others

E

X

P

O

S

U

R

E

CommunicationJohari Window Model

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IT ISNT JUST WHAT YOU SAY BUT HOW YOU


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IT ISNT JUST WHAT YOU SAY BUT HOW YOU

SAY IT

What you say is important, but how you say it often carries more

weight Most people havent been taught how to truly listen; therefore, you

cant count on them to listen fully and effectively when you speak

to them

Make steady eye contact

Maintain eye contact

Look in the right places

Posture

Facial expressions-tells all or nothing at all

Gestures-use in unison with your speech

Project your voice- vary speed and pitch

Show inflection in your voice

Display sincerity in your tone34


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Enunciate your words clearly

Insert pauses occasionally in your message

Match your pace with your listeners pace ofspeaking

AVOID: Staring and glaring

Looking away and all round

Darting glances

Blinking excessively

Focusing on one person, not everyone

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AVOID:

Glazing over

Slouching

Invading space

Hovering over the listener

Looking blankLooking stern

Folding your arms

Displaying threatening gestures

Exhibiting distracting habits

Sounding uncertain

Being too soft spoken, speaking too slowly 36


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AVOID:

Mumbling

Being too loud

Dropping your voice at the end of the sentence

Sounding monotonous

Putting people down with your toneHaving harshness in your tone

Speaking too fast

Slurring words

Using excessive filler sounds.

Sugarcoating

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THANK-YOU

Lecture-1 Communication New

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