communication 1 - intro culture non verbal
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COMMUNICATION
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Communication Defined
Communication is defined as the interchange of thoughtsor opinions through shared symbols; e.g. language, words,phrases
Communication is interchange of thoughts , opinions,information, by speech, writing or signs
- Robert Anderson (Professional Selling)
Purposive interchange, resulting in workableunderstanding and agreement between the sender andreceiver of a message
- George Vardman (Effective Communication of Ideas)
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Business Communication Defined
Business communication is any communication
used to build partnerships, intellectual resources,
to promote an idea, a product, service, or an
organization with the objective of creating value
for your business.
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Internal and External Communication
Business Communication encompasses ahuge body of knowledge both internal and
external for any business.
Internal communication includescommunication of corporate vision, strategies,
plans, corporate culture, shared values andguiding principles, employee motivation, crosspollination of ideas etc
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External communication includes branding,
marketing, advertising, customer relations, publicrelations, media relations, business negotiations,
etc.
Whatever form it takes, the objective remains
the same to create a business value
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Purpose of communication
We generally communicate to :
Inform directed by desire to expose, develop, and explain the subject
Persuade the focus is on the receiver and not the message The purpose of communication is to get your message across to others
clearly and unambiguously.
Involves effort from both the sender of the message and the receiver.
Is a process that can be fraught with error, with messages oftenmisinterpreted by the recipient.
When not detected, it can cause tremendous confusion, wasted effort and
missed opportunity.
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Role of Communication
Helps us understand:-
What factors are relevant to this situation.
Objective -What do I want to accomplish in this situation.
Approach -
Which is the better way of doing it.
Technique -What specific methods should I use to solve it.
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Communication-importance
Poor communication is probably the most frequentlycited source of interpersonal communication.
One of the most inhibiting forces to successful group
performance is effective communication Good communication skills is important for the carrier
success.
A 2007 raters rated communication skills as the most
important characteristic of an ideal job candidate.
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Communication - importance
No individual, group or organization can exist without
communication: the transfer of meaning among its
members.
Communication must include both the transfer and theunderstanding of meaning.
A perfect communication is that when a thought or an
idea was transmitted so that the mental picture
perceived by the receiver was exactly the same as
that envisioned by the sender.
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Functions of Communication
Communication Functions1. Control member behavior.
2. Foster motivation for what is to be done.
3. Provide a release for emotional expression.4. Provide information needed to make
decisions.
Communication
The transference and the understanding of meaning.
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Elements of the Communication Process
The sender
Encoding
The message
The channel
Decoding
The receiver
Noise
Feedback
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The Communication Process Model
Communication Process
The steps between a source and areceiver that result in the transferenceand understanding of meaning.
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The Communication Process
Channel
The medium selected by the sender through which the message travels to
the receiver.
Types of Channels
Formal Channels
Are established by the organization and transmit messages that are
related to the professional activities of members.
Informal Channels
Used to transmit personal or social messages in the organization.
These informal channels are spontaneous and emerge as a response
to individual choices.
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Communication process contd
Sender initiates a message by encoding a thought.
The message is the actual physical product from the
senders encoding.
Channel is the medium through which the message
travels.
Receiver is the object to whom the message is
directed.
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Communication process contd
DecodingBefore the message can be received, the
symbols in it must be translated in to a form that can
be understood by the receiver.
Noise represents communication barriers that distortthe clarity of the message.
Eg: Perceptual problems, information overload, semantic
difficulties, or cultural differences.
Feed back loophow successful we have in
transfering our messages as originally intended.
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Communication Process - Phases
Communication consists of two phases:
1. Transmission phase: information is shared by 2 or more
people.
2. Feedback phase: a common understanding is assured.Starts with the Senderwho wants to share information.
Sender must decide on a message to share
Sender also puts the message into symbols or language, a
process called encoding.
Noise: anything harming the communication process.
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The Communication Process - Flow
Message Encoding Medium Decoding
Decoding Medium Encoding Message
Receiver
(now sender)Sender
Transmission Phase
Feedback Phase
NOISE
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The Communication Process
Messages are transmitted over a medium to a receiver.
Medium: pathway the message is transmitted on (phone, letter).
Receiver: person getting the message.
Receiver next decodes the message. Decoding allows the receiver to understand the message.
This is a critical point, can lead to misunderstanding.
Feedback is started by receiver and states that the message is
understood or that it must be re-sent.
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Process of communication
The Linear Model:-
Involves 5 basic questions who - says what - on which channel- to whom - with what effect
One way process
Intended to control and manipulate the receiver.
Assumptions that no distortions while the message passes
sender media receiver action
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The Communication Process - Basic Model
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2.Senderencodesidea inmessage
3.Messagetravelsoverchannel
1.Senderhas idea
4.Receiverdecodesmessage
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Communication Process - Basic Model
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2.Senderencodesidea inmessage
3.Messagetravelsoverchannel
1.Senderhas idea
4.Receiverdecodesmessage
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Communication Process - Basic Model
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2.Senderencodesidea inmessage
3.Messagetravelsoverchannel
1.Senderhas idea
4.Receiverdecodesmessage
5.Feedback travelsto sender
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Communication Process - Basic Model
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2.Senderencodesidea inmessage
3.Messagetravelsoverchannel
1.Senderhas idea
4.Receiverdecodesmessage
5.Feedback travelsto sender
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Communication Process - Basic Model
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2.Senderencodesidea inmessage
3.Messagetravelsoverchannel
1.Senderhas idea
4.Receiverdecodesmessage
5.Feedback travelsto sender
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Communication Process - Basic Model
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2.Senderencodesidea inmessage
3.Messagetravelsoverchannel
1.Senderhas idea
4.Receiverdecodesmessage
6.Possible additionalfeedback to receiver
5.Feedback travelsto sender
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Communication Process - Basic Model
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2.Senderencodesidea inmessage
3.Messagetravelsoverchannel
1.Senderhas idea
4.Receiverdecodesmessage
6.Possible additionalfeedback to receiver
5.Feedback travelsto sender
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Communication Process - Expanded Model
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Shannon Weaver Model :-
First to point that messages can change or be blocked
Brought in the concept of noise
Introduced feedback as corrective to noise which may again not
be an integral part of communication process Viewed as another act of communication
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Two Way Communication Process:-
Concept is more contemporary
Receiver also acts as sender of feedback to complete the two
way flow of communication Also known as transactional communication
receiver
message transmitter
Communicationsymbols
Communicationchannel
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Common Problems in Two way communication:
No perceived benefit to the audience
Noise, disturbances-hard to hold attention Variations in listening skills
Complexity of subject matter/message
Time restraints
Personal biases, hostility
Responding to difficult questions
Sidestepping sensitive issues
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Major Classifications
Can be classified on basis of....
A) number of persons/ receivers to whom message is addressed:-
i) Intrapersonal:- talking to ones own self.
E.g. Dramatic works.
ii) Interpersonal :- exchange of messages between two persons.
E.g. conversation, dialogue, an interview, some other cases like an
author, a letter etc.
iii) Group:- Can be among small groups like organization, club, class
rooms where all individuals retain their individual identity.
iv) Mass:- occurs when the message is sent to large groups of people
E.g. news paper, radio, T.V etc.
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B) On the basis of medium employed :
i) Verbal:- means communicating with words, written or spoken
ii) Non verbal :- includes using of pictures signs, gestures and facial
expressions for exchanging information between persons
E.g. personal space, touch, eyes, sense of smell and time.
iii) Meta communication:- the speakers choice of words unintentionally
communicates something more than what the actual words state.
Meta Communication is an implied meaning conveyed by the choice of words,
tone of voice, fumbling, silence or omission.It is the message communicated notthrough words but along with words.It can be intentional or unintentional.
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Organization Communication Networks
Organization chart depicts formal reporting channels.
Communication is both formal & informal and flows around
issues, goals, and projects.
Vertical Communication: goes up and down the corporatehierarchy.
Horizontal Communication: between employees of the same
level.
Informal communications can span levels and departments.
Grapevine: informal network carrying unofficial information
through the firm.
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Organizational Communications Network
FormalCommunication
Informal
Communication
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Technological Advances
Internet & www : global system of computer networks
Many firms use it to communicate with suppliers & it
provides multimedia access globally.
Intranets: use the same information concepts as theInternet, but keep the network inside the firm.
Groupware: software designed to let workers shareinformation and improve communication.
Best for team oriented support.
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Communication Skills for Managers as Senders
Send clear and complete messages.
Encode messages in symbols the receiverunderstands.
Select a medium appropriate for the message and monitored
by the receiver. Avoid filtering (holding back information) and distortion as the
message passes through other workers.
Ensure a feedback mechanism is included in the message.
Provide accurate information to avoid rumors.
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Communication Skills for Managers as Receivers
Pay Attention to what is sent as a message.
Be a good listener: dont interrupt.
Ask questions to clarify your understanding.
Be empathetic: try to understand what the sender feels. Understand linguistic styles: different people speak
differently.
Speed, tone, pausing all impact communication.
This is particularly true across cultures.Managers should expect and plan for this.
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Types of communication
According to the direction of communication
Vertical communication
Lateral communication
Vertical communication is again devided in to
Upward communication
Downward communication.
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Direction of Communication
Upward
Downward
Lateral
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Types of communication contd
Downward communication
Communication that flows from one level of a group
or organization to a lower level.
Its used by group leaders and managers to assign
goals, provide job instructions, inform employees of
policies, point out problems, offer feedback etc.
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Upward communication
Flows to a higher level in the group or organization.
Its used to provide feedback to higher ups, inform of
progress upward goals and relay current problems.
Keeps managers aware of how employees feel abouttheir jobs, coworkers and organization in general.
Managers also rely on upward communication forideas on how things can be improved.
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Lateral communication
Communication among the members of
the same work group, members of work
groups at the same level, managers at the
same level, any horizontally equivalent
personnel.
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Interpersonal communication
According to how group members transfer meaning
between and among each other
There are three basic methods
Oral communication
Written communication
Nonverbal communication
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Interpersonal Communication
According to how group members transfer meaning between and among eachother.
Oral Communication
Advantages: Speed and feedback.
Disadvantage: Distortion of the message. Written Communication
Advantages: Tangible and verifiable.
Disadvantages: Time consuming and lacks feedback.
Nonverbal Communication Advantages: Supports other communications and provides observable
expression of emotions and feelings.
Disadvantage: Misperception of body language or gestures can influence
receivers interpretation of message.
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Interpersonal communication contd
Important for complex and lengthy communication
The draw backsIt is time consuming.
No built in feedback mechanism.
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Written communication
Memos, letters, fax transmissions, electronic mail,
instant messaging, organizational periodicals, notices
placed on bulletin boards any other device
transmitted via written symbols or words. They are tangible and verifiable.
When printed, both the sender and receiver have a
record of communication
Message can be stored for indefinite period.
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Oral communication
This is the chief means of conveying of messages.
Eg., speeches, group discussions, informal rumor mill,or grapevine
Advantages are speed and feedback. Disadvantages surface when message has to pass
through a number of people. Greater the numberof people greater the distortion.
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Organizational communication
At the organizational level the types of
communication are
- Formal small group network
- The grape wine
- Computer aided communication
- Knowledge management
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Communication Networks
Networks show information flows in an organization.
Wheel Network: information flow to and from one central
member.
Chain Network: members communicate with people next to
them in sequence.
Wheel and Chain networks provide for little interaction.
Circle Network: members communicate with others close to
them in terms of expertise, office location, etc.
All-Channel Network: found in teams, with high levels of
communications between each member and all others.
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Three Common Formal Small Group
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Three Common Formal Small-Group
Networks
E X H I B I T 103
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Communication Networks in Groups & Teams
Wheel Network
Circle Network
Chain Network
All Channel Network
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Formal organizations and groups
Can be complicated because it include hundreds of peopleand half a dozen or more of hierarchical levels
ChainRigidly follows the formal chain of command. Wemight find rigid three level organization.
WheelRelies on a central figure to act as a conduit forall the groups communication.
All ChannelNetwork permits all group members toactively communicate with each other.
This is seen in practice by self managed teams, in whichall group members are free to contribute no one takes aleadership role
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Formal small group networks contd
Effectiveness of each team depends on
- Structure of wheel facilitates the emergenceof a leader.
- All channel network is best for high membersatisfaction.
- Chain is best if accuracy is most important.
- No single network will be best for all
occassions.
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Grapevine
Grapevine Characteristics
Informal, not controlled by management.
Perceived by most employees as being more believableand reliable than formal communications.
Largely used to serve the self-interests of those who use
it.
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Grapevine contd
Rumors Results from:
Desire for information about important situations
Ambiguous conditions
Conditions that cause anxietyIt is still an important source of information because 75% of
employees hear about matters first through the roomers on
the grapevine.
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Grapevine cont Why rumors flourish in
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Grapevine cont - Why rumors flourish in
organizations
Secrecy and competition that prevails in large
organizations around issues such as
Appointment of new bosses
Relocation of officeDownsizing decisions
Realignment of work assignments
They create conditions that encourage and sustainrumors on the grapevine.
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Grapevine - importance
Give managers a feel for the morale of their
organization
Identifies issues that employees consider important
Helps tap in to employee anxieties.
Serves employee needs by establishing relations
among themselves.
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S i f R d i h
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Suggestions for Reducing the
Negative Consequences of Rumors
1. Explain decisions and behaviors that may appearinconsistent or secretive.
2. Emphasize the downside, as well as the upside, of currentdecisions and future plans.
3. Openly discuss worst-case possibilitiesit is almost neveras anxiety-provoking as the unspoken fantasy.
Source: Adapted from L. Hirschhorn, Managing Rumors, in L. Hirschhorn (ed.),Cutting Back(San Francisco: Jossey-Bass, 1983), pp. 5456.
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Electronic communication
The primary medium of communication
E-mail,
Text messaging
Networking software
Internet or web logs (blogs)
Video conferencing
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Computer-Aided Communication
E-mail
Advantages: quickly written, sent, and stored; low costfor distribution.
Disadvantages: information overload, lack of emotionalcontent, cold and impersonal.
Instant messaging
Advantage: real time e-mail transmitted straight tothe receivers desktop.
Disadvantage: can be intrusive and distracting.
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Computer-Aided Communication
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Computer-Aided Communication
(contd)
Intranet
A private organization-wide information network.
Extranet An information network connecting employees with
external suppliers, customers, and strategic partners.
Videoconferencing An extension of an intranet or extranet that permits
face-to-face virtual meetings via video links.
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E-mail
Uses the internet and computer generated text anddocuments.
Messages are quickly written,edited and stored.
Can be distributed among a number of persons ata time with a click of a mouse.
Can be read, in their entirety, at the convenience ofthe reciepient.
Cost economic.
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E-Mail drawbacks
Misinterpreting the message
Communicating negative messages
Overuse of E-mail
E-mail emotions
Privacy concerns
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Emoticons: Showing Emotion in E-Mail
Electronic mail neednt be emotion free. Over the years, a set of
symbols (emoticons) has evolved that e-mail users have developed
for expressing emotions. For instance, the use of all caps (i.e., THIS
PROJECT NEEDS YOUR IMMEDIATE ATTENTION!) is the e-mail
equivalent of shouting. The following highlights some emoticons:
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E-Mail Trends
E-mail use is growing rapidly in large firms, and there areeven special e-mail etiquette:
Words in all CAPITALS are seen as screaming at the
receiver.Punctuate your messages for easy reading and dont
ramble on.
Pay attention to spelling and treat like a written letter.E-mail has allowed telecommuting, where workers can
work from home and be in touch with e-mail.
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Instant messaging and text messaging
IM is sent via desktop or laptop computer
TM is transmitted via cellphones.
They are the fast and inexpensive way of
communication to stay in touch with the employeesand the employees to stay in touch with
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Information Richness and Media Type
Face-to-face
communication
Verbal communication
electronically
transmitted
Impersonal written
communication
HighRichness
LowRichness
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Communication Media
Face-to-Face: highest information richness.
Can take advantage of verbal and nonverbal signals.
Provides for instant feedback.
Management by wandering around takes advantage of this with informaltalks to workers.
Video Conferences: provide much of this richness.
Reduce travel costs and meeting times.
Verbal Communication electronically transmitted: has next highest
richness. Phone conversations, but no visual nonverbal cues.
Do have tone of voice, senders emphasis and quick feedback.
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C M d
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Communication Media
Personally Addressed Written Communication: lower richnessthan the verbal forms, but still is directed at a given person.
Personal addressing helps ensure receiver reads it.
Letters and e-mail are common forms. Cannot provide instant feedback to sender but can get feedback
later.
Excellent for complex messages needing follow-up.
Impersonal Written Communication: lowest richness. Good for messages to many receivers. Little feedback is expected.
Newsletters, reports are examples.
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C i i I
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Communication Issues
Encoding of messages can be done verbally or non-verbally
Verbal: spoken or written communication.
Nonverbal: facial gestures, body language, dress.
Sender and receiver communicate based on theirperception.
Subjective perception can lead to biases and stereotypes that hurt
communication.
Effective Managers avoid communicating based on a pre-set
belief.
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Dangers of Ineffective Communication
Managers spend most of their time communicating so both theyand the subordinates must be effective communicators. To beeffective:
Select an appropriate medium for each message. There is no one best medium.
Considerinformation richness: the amount of information a medium
can carry.
Medium with high richness can carry much information to aidunderstanding.
Is there a need for a paper/electronic trail to provide documentation?
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B i f ff i i i
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Barriers of effective communication
Filtering
Selective perception
Information overload Emotion
Language
Communication apprehension
Gender differences
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Gl b l i li i
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Global implications
Cross cultural barriers
barriers caused by
semantics - of meaning in language
word connotationsimply in addition toits literal meaning
Tone differences
Differences among perceptions
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TONE OF VOICE
The tone of voice is a means by which the
speaker implies his or her attitude to themessage.
It is also a means by which he seeks a
reaction from the hearer.
Other examples of tone of voice are:
aggressive, critical, nervous, disappointed,monotonous, friendly, enthusiastic, vivid,persuasive, etc.
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INTONATION
Intonation is the way that the senders pitch of voice rises and falls
when speaking.
At the same time, intonation indicates the end of an entity of
information, whichin written communicationis shown by means of acomma, semicolon, point, exclamation mark or question mark.
Another function of intonation is to lay emphasis on a particular word
or idea, a detail that the interpreter must not fail to be aware of.
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I t ti It th W Y S It!
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Intonations: Its the Way You Say It!
Change your tone and you change your meaning:Placement of the emphasis What it means
Why dont I take you to dinner tonight? I was going to take someone else.
Why dont I take you to dinner tonight? Instead of the guy you were going with.
Why dont I take you to dinner tonight? Im trying to find a reason why Ishouldnt take you.
Why dont I take you to dinner tonight? Do you have a problem with me?
Why dont I take you to dinner tonight? Instead of going on your own.
Why dont I take you to dinner tonight? Instead of lunch tomorrow.
Why dont I take you to dinnertonight? Not tomorrow night.
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Culture is the "lens" through which
you view the world.
It is central to what you see,
How you make sense of what you
see,
How you express yourself.
"Culture is the arts elevated to a set of beliefs."
Tom Wolfe
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A cultural guide
4 rules
1. Assume differences until similarity is proven
2. Emphasize description rather than interpretation
or evaluation3. Practice empathy
4. Treat your interpretations as a working
hypothesis.
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C lt l t t
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Cultural context
High context cultures
Low context cultures
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Cross Culture Communication
Intercultural Communication is the process of sending and receiving messages
between people whose cultural background could lead them to interpret verbal
and non-verbal signs differently.
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Wh C C l
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Why Cross Culture
Communication is important ?
Business Opportunities
Job Opportunities
Improves the contribution of employees in a diverseworkforce
Sharing of views and ideas
Talent improvisation
An understanding of diverse market
Globalization: Cross border movement of people, goods anddata brings more and more cultures into contact with one
another and increases the potential of cross culture
communication.
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Case In Point E e Contact
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Case In Point : Eye Contact
In some cultures, looking people in the eye is assumed to indicate honesty and
straightforwardness; in others it is seen as challenging and rude.
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In USA, the cheapest, most effective way to connect with people is to look them into
the eye.
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"Most people in Arab culture share a great deal of eye contact and may regard too
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In English culture, a certain amount of eye contact is required, but too much makes many
people uncomfortable.
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In South Asian and many other cultures direct eye contact is generally regarded as
aggressive and rude.86 PREPARED FOR CHRIST - PROF SURAJIT
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Case in Point : Gesture
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BODY GESTURES
A body gesture is a movement made with a limb,
especially the hands, to express, confirm, emphasize
or back up the speakers attitude or intention.
This non-verbal activity is regularly used in oraldiscourse.
Body gestures are always perceived andinterpreted together with facial expressions.
Gestures
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How can a Gestures distort the message..
A motion of the hands, head or body to emphasize an idea oremotion.
Perfect! OK! Zero! Worthless! Rubbish!
Gestures
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USA=OK JAPAN=MONEY
RUSSIA=ZERO BRAZIL=INSULT
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How can the same Gestures be treated differently in different cultures
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Blocks to Cultural Communication
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4.Cultural Blindness: Differences are ignored and one proceeds asthough differences did not exist; e.g., "there's no need to worry about a
person's culture
5.Cultural Imposition: Belief that everyone should conform to themajority; e.g., "we know what's best for you, if you don't like it you can go
elsewhere."
6.Tone Difference : Formal tone change becomes embarrassing andoff-putting in some cultures.
Blocks to Cultural Communication
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Skills To Overcome Differences
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Respecting Differences and Working Together
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Skills To Overcome Differences
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Understanding Body Language
United States of America
Americans tend to refrain from greetings that involve hugging and other closephysical contact.
When sitting, U.S. citizens often look very relaxed. They may sometimes sitwith the ankle of one leg on their knee.Arab Countries
The left hand is considered unclean in the Arab countries.
When sitting, keep both feet on the ground.
The "thumbs up" sign is offensive throughout the Arab world.
South Korea
Bows are used for expressing appreciation, making apologies and requests, aswell as for greetings and farewells.
When the Japanese want to give the impression that they are in deep thought,they will sometimes fold their arms.
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Things To Remember While
Interacting And ConnectingWith People
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Business AttireBusiness Attire
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Business AttireBusiness Attire
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Selecting and Presenting Business
Gifts100 PREPARED FOR CHRIST - PROF SURAJIT
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Unwrapping gifts
Saudi Arabia - Gifts are opened in private.
USA - Gifts are opened in public
Appreciated Gifts
Indonesia - Gifts, such as tokens memento of your country
or your company logo
Turkey - Wine or liquor if you are sure your hosts drink alcohol,Candy, pastries & Roses, Glassware, such as a vase, goblet, or
decanter make prized gifts
Gifts to avoid
UAE - Alcohol / perfumes containing alcohol and pork and
pigskin products to be avoidedChina - Do not give anything in sets of four or gifts that carry the
association of death, funerals such as clocks, cut flowers, white
objects.
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Improving Cross Culture Communication
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NONVERBAL COMMUNICATION
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NONVERBAL COMMUNICATION
Nonverbal communication includes all
unwritten and unspoken messages, bothintentional and unintentional.
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NONVERBALCOMMUNICATION
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Every time we verbally give a message to
some one, we also impart a non verbal
message.
Every body movement has a meaning and nomovement is accidental.
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NON VERBAL COMMUNICATION
Non-verbal communication consists of all themessages other than words that are used incommunication.
In oral communication, these symbolic messages aretransferred by means of intonation, tone of voice,
vocally produced noises, body posture, bodygestures, facial expressions or pauses
FORMS OF NONVERBAL COMMUNICATION
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Eye contact
Facial expression
Posture and gestures
Appearance of people
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FORMS OF NONVERBAL COMMUNICATION
Body language
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Nonverbal communication, known as body
language sends strong positive and negative
signals. This is how much it influences any message:
Words 8%
Tone of voice 34%
Non-verbal cues 58%Message 100%
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K-KINESICS
Kinesics communication is communicating by body movement
and is perhaps the most well known non-verbal form of
communication, although it is not the only way to talk with
others without words. Body posture
The way that the body is held can communicate many different
messages. An open body that takes up a lot of space can
indicate comfort and domination, whilst a closed in body thatmakes itself small can signal inferiority. Copying of the other
person's body shows agreement, trust and liking.
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Body posture is the bearing or the position of the
speakers body.
It is a more or less stable state and thus not to be
confused with body gestures which are movements.
BODY GESTURES
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BODY GESTURES
A body gesture is a movement made with a limb,
especially the hands, to express, confirm, emphasize
or back up the speakers attitude or intention.
This non-verbal activity is regularly used in oraldiscourse.
Body gestures are always perceived and
interpreted together with facial expressions.
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Gestures Gesture is communicating through the movement of body and
arms.
Ekman and Friesen (1969) identified five types of gesture:
Emblems: Direct replacements for words.
Illustrators: Shaping what is being said.
Affect displays: shows of emotion.
Regulators: for controlling the flow of conversation. Adaptors: Self-oriented tension relievers and other forms.
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FACIAL EXPRESSIONS AND EYE115PREPARED FOR CHRIST - PROF SURAJIT
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MOVEMENT
Facial expressions are dynamic features which communicate the
speakers attitude, emotions, intentions, and so on.
The face is the primary source of emotions.
Examples are: a smile, frown, raised eyebrow, yawn or sneer.Eye movement is a key part of facial behaviour because the
eyes are invariably involved in facial displays.
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O-OCCULESICS
This non-verbal communication is how the eyes and eye movement speak in
addition to the facial expressions. This is more than just eye gaze.
Occulesics includes the movement of pupils as well as orbital movement of
the eye ball, blink rate and eyelid movement.
The way we look, stare, blink and the pupil reactions can be nonverbalforms of communication.
Interest in a person or thing will result in decrease in blinking rate and
dilation of pupils. With something we dislike, the pupils will contract. When
we take interest in something, our blinking rate decreases and our eyes
begin to dilate, if we dislike something our pupil's contract.
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P-PARALINGUISTICS
Paralinguistic communication is the study of voice and how words are said.
When we open our mouths we reveal all kinds of things about ourselves
that have nothing at all to do with the words we are uttering and
manipulating the nonverbal elements of our message can completely
change its meaning. Paralinguistic cues refer to everything having to do with speech for the
words we actually utter.
These may be a bit subtler other forms of nonverbal behaviors in
communicating our intent.
Certainly a booming, yelling voice is not subtle. However, a firm thatconveys conviction is more nuanced than a pointing finger, big gestures, or
the invasion of one's personal space.
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PARALINGUISTICS Vocal cues include:
Rate: How many words per minute? In the United States, people from the north-east
speak with more rapidity than do Southerners and generally men speak faster than
women. Rapid rates of speech have been correlated with composure and self
assurance. Volume: How loud or soft is the voice? Researchers have found that confidence,
assertiveness, and boldness are reflected in louder speech.
Pitch: Is the voice high or low in pitch? A high-pitched voice can sound squeaky and
childlike.
We associate lower pitches with greater credibility. More men are born with low-baritone or bass-pitched voices. They rarely use the highest level of pitch that
women use.
Inflection: Inflection refers to variations in pitch. How song-like does one sound?
Imagine a storyteller reading a book to children. We would expect inflection.
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PARALINGUISTICS Quality: Quality generally refers to those vocal characteristics that allow you to
differentiate one voice from another. Is the voice small, feminine, or tremulous; thin,
throaty, or fronted (aloof);tense, flat, grating, nasal, harsh, or shrill? All of these
represent different combinations of rate, pitch, and volume.
Intensity: How emphatic are the statements? For example, "I really want you to do itnow!" The intensity can be a direct indicator of the speaker's passion and
commitment or lack of it!
Silence: Silence can speak Volumes. It can provide thinking time, hurt another person,
isolate oneself, prevent communication, convey feelings, create personal distance,
signal respect and reverence, provide greater opportunity for increasing awareness
of the self and others, accent or emphasize certain messages, say nothing, allow thespeaker to explore his or her own thoughts and feelings, or create interpersonal
distance.
" Pausing is a form of silence that can be motivated by anxiety. It also impacts the
rhythm and cadence or flow of the speech.
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P-PROXEMICS Vertical distance or proxemics, from the word proximity, are some of the
types of nonverbal communication.
The distance or space we feel we need is influenced by social norms,
situational factors, personality characteristics of those around us as well as
ourselves, and level of familiarity.
For example, the amount of personal space needed when having a casual
conversation with another person usually varies between 18 inches to four
feet. On the other hand, the personal distance needed when speaking to a
crowd of people is around 10 to 12 feet.
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P-PROXEMICS
Put another way, what is your comfort zone around your body?
Edward Hall, an anthropologist, found that North Americans have four distinct
ranges where face to face interactions have related levels of comfort.
Later studies found that these are circles around us. The comfort zones vary from
culture to culture. Based on the original work of 1959,the four distances are :
0-18 inches : Intimate distance
18 inches - 4 feet : Personal distance
4 feet -12 feet : Social distance
>12 feet : Public distance
Likewise the distance behind us that we feel uncomfortable if someone enters variesby who and when. You may feel totally comfortable if your wife is right behind you.
A stranger may make you feel uncomfortable. However, standing in a line to get
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A-ARTIFACTS Artifacts have symbolic significance of personal identities, territories and personal
environments. Like the other forms of nonverbal communication, artifacts and their
significance differ from culture to culture. For example, the American flag only
symbolizes America to other countries, but in America it can symbolize freedom and
prosperity. There are several different artifacts that may have great spiritual value
to some cultures, while in others are a symbol of anger, hatred and other feelings
which affect how these two cultures would communicate with each other. Another
artifact that symbolizes different things to different people within the United States
is military symbols on uniforms. Depending on the symbol, a soldier would have to
change the way he is communicating with that person. For example, if he were
talking to a fellow soldier who has few, if any, symbols, he would have little concern.
On the other hand, if he were talking to a general or someone of higher rank who
has more symbols, he would have to choose his words and actions carefully.
Different artifacts can have a number of different meanings to different cultures.
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C-CHRONEMICS
Chronemics is the study of the use of time in nonverbal communication. The way we
perceive time, structure our time and react to time is a powerful communication tool,
and helps set the stage for the communication process. Across cultures, time
perception plays a large role in the nonverbal communication process. Time
perceptions include punctuality, willingness to wait, and interactions. The use of time
can affect lifestyles, daily agendas, speed of speech, movements and how longpeople are willing to listen.
Time can also be used as an indicator of status. For example, in most companies the
boss can interrupt progress to hold an impromptu meeting in the middle of the work
day, yet the average worker would have to make an appointment to see the boss.
The way different cultures perceive time can influence communication as well. For
example, most Europeans will schedule a meeting for a specific time, such as 2:15p.m., and expect all involved parties to be punctual.
In many cultures in Africa and Latin America, however, they may set a time to meet
"sometime in the afternoon" and on occasions the schedule may be broken, changed
or deadline not met.
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T- TACTILICS/HAPTICS Haptic communication is the means by which people and other animals
communicate via touching. Touch is an extremely important sense for
humans; as well as providing information about surfaces and textures.
It is a component of nonverbal communication in interpersonal relationships,
and vital in conveying physical intimacy.
Touch is the earliest sense to develop in the fetus. The development of an
infant's haptic senses and how it relates to the development of the other
senses such as vision has been the target of much research. Human babies
have been observed to have enormous difficulty surviving if they do not
possess a sense of touch, even if they retain sight and hearing. Babies whocan perceive through touch, even without sight and hearing, tend to fare
much better.
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T- TACTILICS/HAPTICS Touch can be thought of as a basic sense in that most life forms have a
response to being touched, while only a subset have sight and hearing.
Touching is treated differently from one country to another. Socially
acceptable levels of touching varies from one culture to another. In the Thai
culture, touching someone's head may be thought rude. Remland and Jones(1995) studied groups of people communicating and found that in England
(8%), France (5%) and the Netherlands (4%) touching was rare compared
to their Italian (14%) and Greek (12.5%) sample.
Striking, pushing, pulling, pinching, kicking, strangling and hand-to-hand
fighting are forms of touch in the context of physical abuse. In a sentencelike "I never touched him/her" or "Don't you dare to touch him/her" the term
touch may be meant as euphemism for either physical abuse or sexual
touching.
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T- TACTILICS/HAPTICS The word touch has many other metaphorical uses. One can be emotionally touched,
referring to an action or object that evokes an emotional response. To say "I was
touched by your letter implies the reader felt a strong emotion when reading
it. It usually does not include anger, disgust or other forms of emotional rejection
unless used in a sarcastic manner.
Stoeltje (2003) wrote about how Americans are losing touch with this important
communication skill. During a study conduced by University of Miami School of
Medicine, Touch Research Institutes, American children were said to be more
aggressive than their French counterparts while playing at a playground. It was
noted that French women touched their children more often than the American
parents.
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AngerExpression.
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p
A. Lowered eyebrows, that arepulled together toform wrinkles in the skinof the foreheadtensed and straightened
lower eyelids, andtension in lips and mouthcharacterize the angerexpression. The boyabove has pressed lipswith a slight pushing up
of the chin.
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NATURAL- LOOKING SURPRISE EXPRESSION
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U OO G SU S SS O
Disregarding the gum,this image shows a natural-looking surprise expression.The eyebrows are slightlyraised straight up, making
faint horizontal wrinkles onthe forehead, the uppereyelid is raised slightly, themouth is opened by the jawdrop, and the lips arerelaxed.
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DISGUST EXPRESSION:
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This portrayal captures theessential actions of onekind of disgust expression:a wrinkled nose with theeyebrows pulled down andthe upper lip drawn up, thelower eyelid is tensed andthe eye opening narrowed.
The pressing of the lips andraising of the upper eyelidsare relevant to an angerexpression; whereas themouth would be open andthe upper eyelids relaxedin the typical disgustexpression. Her turn of the
head to the left is consistentwith a disgust expression, andwith avoiding something
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SAD EXPRESSION
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The crying baby faceshows elements of thesad expression: narrowedeyes and raised cheeks,eyebrows pulled
together, lip cornerspulled down, chin bosspushed up, but alsoincludes lateral lipstretching and has noraising of the eyebrows in
the center of the forehead
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HAPPY EMOTION
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From infancy to old age,
smiling is a stable indicator
of a happy emotion in the
images . Each happy
expression shows signs
of actual joy.
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Which way is the bus below travelling ?
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Which way is the bus below travelling ?To the left or to the right?
. Can't make up your mind?
Look carefully at the picture again.
Still don't know?
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Primary school children were shown this picture and asked the
same question.
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90% of them gave this answer:
"The bus is travelling to the right.."
When asked, "Why do you think the bus is travelling to the
right?"
They answered:
"Because you can't see the door to get on the bus."
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THANK YOU
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