Students CopyIntrotoCommunication

The golden reality of communication:To effectively communicate, we must realize that

we are all different in the way we perceive the world and use this understanding as a guide to

communication with others.

Your ability to communicate is the most important skill you can develop to get on to the fast track in

your career.

The term communication is derived from the Latin word ‘Communis’ which means common.

Communication is defined as the interchange of thought or information between two or more persons to bring about mutual understanding.

Or Communication is the sum of all things one

person does when he wants to create understanding in the mind of others; it involves a systematic and continuous process of telling, listening and understanding

It is a two way process: Sender

Receiver

Feed back

Communication is dynamic process. Communication is systemic i.e., every

component of the process is affected by every other component.

Linear Models: Aristotle’s Model. One of the first models of

communication process. Very simple and elementary model. According to this communication process has three main elements i.e., speaker speech and audience .

Shannon Weaver Model. Harold Laswell’s model.

Linear Models: Aristotle’s Model. Shannon Weaver Model. Harold Laswell’s model.

Linear Models: Aristotle’s Model. Shannon Weaver Model.

Message Signal Signal Message sent received

Harold Laswell’s model.

Information

Source

Transmitter

Channel Receiver Destination

Noise Source

Linear Models: Harold Laswell’s model. The emphasis is on behavioral aspects

of the sender:

Who?Sender

Says What ?

Message

In which Channel ?

Media

To Whom?

Receiver.

WithWhat Effect

This process is also called circular or cyclical model.

Unlike in the linear model, this model has the element of feedback which facilitates future communication.

Message/Channel

Feedback/Action

Sender Receiver

Perception of reality: Reality with substance. Reality without substance. Reality of events. Reality of position relationship.

Infinity Of reality. Inadequacy of our sense of organs. Perception differences. Uniqueness of reality. Changing nature of reality.

The golden reality of communication:To effectively communicate, we must realize that

we are all different in the way we perceive the world and use this understanding as a guide to

communication with others.

Your ability to communicate is the most important skill you can develop to get on to the fast track in

your career.

So Why do we communicate:

We

Wecommunicateto: ;

To change behavior

To get actio

n

To get & give informatio

n

ToPersuad

eTo

Provide Unders

- anding

Therefore : 1 - communication involves at least two

persons – the sender & the receiver. 2-It involves transfer of ideas, facts ,

emotions, gestures, symbols and action from sender to receiver.

3-Understanding is an essential component of communication- the ideas, opinions , emotions etc. conveyed should be accurately replicated in the receivers mind.

4-It could be intentional or unintentional. 5-The purpose of communication

invariably is to get a reaction ………………….?

Favourable reaction.

The purpose of communication is to elicit action, inform or to express a point of view.

6-Communication is a two way process i.e., feedback from the receiver to the sender is an essential component of communication.

7-Communication is dynamic process i.e., it grows and develops.

8-Communication is systemic i.e., every component of the process is affected by every other componenet

Listening is one of the most important communication skill.

--Daniel Webster, American Journalist

“ If I went back to college again. I’d concentrate on two areas: learning to write and to speak before an audience. Nothing in life is more important than the ability to communicate effectively.”

Gerald R Ford

“You can’t not communicate. Everything you say and do or don’t say and don’t do sends a message to others”.

John Woods

Transactional Complex Unavoidable Continuous Learned

Context Physical

Environment Climate Communicat

or Message

Channel Noise Barrier Feedback

Message Receiver

Message Sender

(Means of Transmission)

CHANNEL

Methods of communication: Verbal Communication. Non verbal communication Oral communication. Written communication

Oral communication involves exchange of messages with the help of spoken words. It is the most frequent type.

It may take place through: Face to face communication. Mechanical and electronic

devices.

Verbal communication includes rate, volume, pitch as well as articulation and pronunciation. Verbal communication also includes sign language and written forms of communication. Read more:

Non verbal communication includes those important but unspoken signals that individuals exhibit, specifically : carriage/posture, appearance, listening, eye contact, hand gestures and facial expressions.

A very good example is: A man comes home late, hears from the kitchen the slamming of pots and pans and cupboard doors. He enters the kitchen, asks his wife "What's wrong, honey?" She answers, "Nothing!" as she slams another cupboard door and rolls her eyes toward the ceiling.

She has spoken the word "Nothing", but it is her unspoken communication that tells him that "nothing" is not the real answer. It is clearly communicated by her actions.

A truly effective communicator will train him or herself in nonverbal communication as well as verbal and oral.

ADVANTAGES DISADVANTAGES

Immediate feedback. Healthy environment->

Personal touch Made effective ->

supportive gesture. Time saving and cuts

down paper work. Most effective tool for

persuasion and conflict resolution.

Effective for group interaction.

Is flexible

It does not always save time and money.

Not always effective. Limited human memory. Record maintenance is

rendered difficult. Cannot have legal

sanctity. Not possible when

message to be conveyed is legthy.

ADVANTAGES DISADVANTAGES

Legally more tenable. Less likely to get

distorted. Suitable for lengthy

message. Gives time to listener to

evaluate . Gets a balanced

response. Figures and diagrams

can be well represented.

Difficult to make amendments, once dispatched.

Efficiency depends upon the drafting skills.

Takes longer than oral communications.

Emphasis is rendered difficult.

Speech is not the sole means of communication.

“You can’t not communicate. Everything you say and do or don’t say and don’t do sends a message to others”.

John Woods

Many a times it is more effective than verbal communication.

However it varies as per the culture from which it originates.

Can written text have non verbal communication?

It is less prone to manipulation, less consistent, may compliment or contradict verbal communication

Classification of non verbal communication;

Kinesics- Gestures, facial expression, postures, eye movement etc.

Proxemics.-Communicate through space Intimate zone -18inches, personal Zone-18” to 4 feet, Social zone -4to 12 feet, Public Zone 12 feet->eye sight. Haptics Chronemics Paralanguage Chromatics

Classification of non verbal communication;

Haptics . -Sense of touch Chronemics – Percetion of time. Paralanguage- Pitch,Pause rythm Chromatics Use of colours.

Feedback has three main functions:

• Assurance• Adjustment• Insight

Any obstacle that blocks communication

List five possible barriers• • • • •

Negative Climate Positive Climate

• What do you think is the relationship between environment and climate?

Barriers to effective communication may arise at the following level:

Senders Level Formalising and organisisng thoughts while encoding. Receivers level During the process of receiving the message. During the process of decoding the message. During the process of understanding/interpreting the

message.

Transmission level While the message is(in the channel) being

transmitted between the sender and the receiver

Barriers to effective communication Feedback /Reaction level During the process in which feed back

is being formulated in the mind of the reciver.

During the process of transmission of the feed back.

During the process of receiving /interpreting.

Barriers to communication can be classified into four types:

1- Language or Semantic barriers. 2- Psychological barriers. 3- Organizational structure barriers. 4- Personal barriers.

Language & Semantic Barriers: Unclear message. Faulty translation Specialist Language. Assumptions.

Psychological barriers: Difference in perception. closed minds. Inattention Premature reactions. Emotions distrust of the receiver.

Organizational structure barriers. Status relationships. Organizational structure. Rules and regulations. Physical distance. Physical barriers. Mechanical barriers. Organizational facilities.

Personal barriers. Attitude of the superior. Fear of challenge to authority. Insistence on proper channel. Ignoring communication. Lack of time. Filtering of information. Loss by transmission.

Clarity of data. Purpose of communication. Empathy in communication. Two way communication. Appropriate language. Supporting words with action. Credibility in communication.

The quality of interpersonal communication is influenced primarily by personality and perception of people.

Perception is a process by which we select ,organize and interpret sensory stimuli in terms that are consistent with our own frame of reference and view of the world.

Facilitates contacts with external environment.

Improves ability to handle competition better.

Improves public relations.

11/18/2003Formal and Informal Channels of Communication

President

VicePresident

VicePresident

Manager Manager Manager Manager

Efforts at coordination

Info

rmat

ion

Instru

ction

s and

directives

© Copyright 2002 by Prentice Hall, Inc.

Downward Communication. Upward Communication Horizontal or Lateral communication. Diagonal communication

Organized channel Refers to communication between individuals and groups , which does not follow the officially recognized channel.

It is a result of social interaction between the various organizational members.

The network or pathway of informal communication is called grapevine.

The untrue part of the grapevine is called rumour. (Students are advised to look at PPT on Grapevine)

We are more easily persuaded in general by the reason we ourselves discover than by those which are given to us by others.

Blaise Pascal

Understanding problems and offering/developing solutions is a key conversational skill.

Effectiveness of communication depends upon how we manage problem centered and solution centered aspects of our communication

What is problem centered Communication?

Asking questions about the problem with a view to diagnose.

What is a solution centered approach ?

Solution centered approach means focusing on proposals and directions for implementing action.

During a meeting between Rod Clark, Sales Manager, and one of his salesman,JimReid,it was revealed that:

Reid who is 38 years of age & has 14 years of work experience has not performed well as he has been doing in the previous years. For the past 12 months his sales have fallen over 10%,whilst his colleagues, on an average, have increased theirs by 10%.

Therefore the manager decides to have a talk with the sales man.

How do you think Mr.Rod clark should deal with the situation?

How do you think Mr.Rod clark should deal with the situation?

Clark-I have noticed over the last 12 months that your sales figures have been lower than previous period. Is there a problem?

I have had a problem in my area with old customers going out of business and that has made it difficult. My area is tough to do business. There is lot of unemployment. I have been covering the same territory for the last five years , so it’s about time I had a change.

Questions are of three types: Open ended Close ended Leading type Clark-What sort of an opportunity are

you looking at? Open ended question?

Do you have any health problem-Close ended question ?

Rod’s answer- Well ,I could arrange a swap to the eastern area, if that would of interest.

or What do you mean by having a

change ?

People with limited conversational control skills will offer solutions when they should assess the problem, and concentrate on problems when they should be putting forward solutions.

The risk in being solution centered approach is that it may lead to wrong choice.

There are three main problem centered skills;

Enquiry- Open/closed/leading questions

Diagnosis Reflection

The risk in being solution centered approach is that it may lead to wrong choice.

There are three main problem centered skills;

Enquiry- Open/closed/leading questions closed question helps to get to the problem

early-doctor,engineer,scientist. Leading questions-don’t you think it is

better to buy diesel car these days- can lead to a debate.

Reflection Diagnosis

Solution centered approach:

to propose- suggestion subject to change to direct when: You know what the problem is You know what the solution is You believe the solution is acceptable.

Reflection: Is a particular summarizing skill – by

picking up the key words. You convey you are willing to hear more of their problem

Be problem centered: when you are not sure of the facts or feelings. Closer identification of the problem will help with

the formulation of a solution. When in doubt. Be solution centered when: You have sufficient knowledge and skill to offer a

solution. When you feel it is time to put forward a proposal. Summarize or Reflect before changing a

topic.

PROBLEM CENTERED SOLUTION CENTERED

Ask Reflect Listen Inquire Inform Research Diagnose gather

Suggest Offer Recommend Advise Inform Propose Direct Tell Develop

Solution Centered behaviorProblem centered behavior

Summarize