communication
TRANSCRIPT
Define and understand communication and the
communication process
List and overcome the filters/barriers in a communication process
Practice active listening
Tips to improve verbal and non verbal communication
Objectives not per the ppt
Communication is the exchange of ideas,
opinions and information through written or oral or in action.
Basically communication process need sender, medium and receiver.
Communication
SourceSource EncodingEncoding ChannelChannel DecodingDecoding ReceiverReceiver
Feedback
Context
Msg Msg Msg Msg
Process of CommunicationProcess of Communication
Sender – person wishing to share information
with some other person Message – what information to communicate Encoding – sender translates the message into
symbols or language
Communication Process
Translating internal thought patterns into a
language or code the intended receiver of the message will likely understand and/or pay attention to Choice of words, gestures, or other symbols for
encoding depends on the nature of the message. Technical or non technical Emotional or factual Visual or auditory
Cultural diversity can create encoding challenges.
Encoding
Noise – refers to anything that hampers any
stage of the communication process Receiver – person or group for which the
message is intended Medium – pathway through which an encoded
message is transmitted to a receiver Decoding - critical point where the receiver
interprets and tries to make sense of the message
The Communication Process
Successful decoding depends on the
receiver having: A willingness to receive the message Knowledge of the language and terminology
used in the message An understanding of the sender’s purpose
and background situation
Decoding
Communication can be divided broadly into
two categories Verbal communication Non-verbal communication
Nature of communication
Verbal Communication
The encoding of messages into words, either written or spoken
Nonverbal The encoding of messages by means of
facial expressions, body language, and styles of dress.
Verbal & Nonverbal Communication
Business Communication is neither
transmission of message nor message itself. It is the mutual exchange of understanding.
The basic functions of management cannot be performed well without effective communication.
Feedback is integral part of business communication.
Business communication
Business Communication can be of two types: Oral Communication - An oral
communication can be formal or informal. Written Communication - Written means
of business communication.
Types
The term oral means anything “Pertaining
to the mouth." The words and the manner in which words are pronounced either by the way of face to face communication or through some mechanical or electrical device.
Oral Communication
There is high level of understanding and transparency.
There is flexibility for allowing changes in the decisions previously taken.
The feedback is spontaneous in case of oral communication. Thus, decisions can be made quickly without any delay.
Oral communication is not only time saving, but it also saves upon money and efforts.
Oral communication is best in case of problem resolution.
Advantages of Oral Communication
There may be misunderstanding. It requires attentiveness and great
receptivity on part of the receivers/audience.
Oral communication (such as speeches) is not frequently used as legal records except in investigation work.
Limitations of Oral Communication
The communication in which the information
is exchanged in the written or printed form. It creates a record and can be preserved.
Written communication
Written communication helps in laying down apparent principles and policies for running of an organization.
It provides ready records and references. It assists in proper delegation of authority. While in case of oral communication, it is impossible to fix and delegate.
Legal defenses can depend upon written communication as it provides valid records.
Advantages of Written Communication
Written communication does not save upon the costs.
Written communication is time-consuming as the feedback is not immediate.
Effective written communication requires great skills.
Too much paper work and e-mails burden is involved.
Disadvantages of Written Communication
promotes motivation. source of information. altering individual attitudes. controlling process.
Importance of communication in an
organization
Communication Flows
Communication that flows from lower level
to higher level in an organization. It provides feedback on how well the
organization is functioning. The subordinates use upward
communication to convey their problems and performances to their superiors.
Upward Flow of Communication
Communication that flows from a higher level in an organization to a lower level is a downward communication.
Giving job instructions and provide feedback to their performance.
Both Downward & Upward Communications are collectively called “Vertical Communication”
Downward Flow of Communication
Communication that takes place at same
levels of hierarchy in an organization is called horizontal communication.
Horizontal Communication is essential for: Solving problems Accomplishing tasks Improving teamwork Boosting efficiency
Lateral / Horizontal Communication
Communication with people outside the
company is called external communication. It leads to better Sales volume. It improve Overall performance, Public
goodwill and Corporate image.
External Communication
Grapevine is an informal channel of business communication.
It stretches throughout the organization in all directions irrespective of the authority levels.
Grapevine channels carry information rapidly. The grapevine is not trustworthy always because it spread more by gossips and unconfirmed report.
Grapevine communication
Perceptual and Language Differences Information Overload Inattention Time Pressures Complexity in Organizational Structure
Communication barriers
Noise Inappropriate medium Assumptions/Misconceptions Emotions Language differences Poor listening skills Distractions
Barriers to communication
Eliminating differences in perception Use of Simple Language Active Listening Simple Organizational Structure Avoid Information Overload
To Overcome the Communication Barriers
1. Completeness2. Conciseness3. Consideration4. Clarity5. Concreteness6. Courtesy7. Correctness
7 C’s of effective communication
…in the new global and diverse
workplace requires excellent communication skills!
Success for YOU…
Almost 45% of time we spend in
listening. An essential management and leadership
skill. A process of receiving, interpreting and
reacting to a message. Difference between listening & hearing
Introduction
Appreciative listening
Empathetic listening
Comprehensive listening
Critical listening
Types of listening
Being non-evaluative Paraphrasing Reflecting implications Reflecting hidden feelings Inviting further contributions Responding non-verbally
Traits of a good listener
Show keenness Expressions Alertness Questions Not neglecting physical aspects Valid reason for criticism
Active versus passive listening
Good listening helps you to take better
decisions and make better policies in organization.
On the contrary lack of proper listening can lead to embarrassing situations because of a gap in coordination and understanding.
Implications
Tips for effective listening
DO’s
Be mentally prepared to listen Evaluate the speech not the
speaker Be unbiased to the speaker by
depersonalizing your feelings Fight distractions by closing
off sound sources Be open minded Ask questions to clarify and
not to overshadow intelligence
Paraphrase from time to time Send appropriate non-verbal
signals time to time
Don’ts
Not to pay undue emphasis on vocabulary as you can use the context to understand the meaning
Not to pay too much attention to the accessories and clothing of the speaker
Not to prepare your responses while the speaker is speaking
Avoid preconceptions and prejudices
Not to get distracted by outside influences
Not to interrupt too often Not to show boredom
You do not listen with just your ears. You listen
with your eyes and with your sense of touch. You listen with your mind, your heart, your imagination. (Egan Gerard)
A good conversationalist is popular, a good listener even more so. Talk only if you have something to say.
Conclusion
Here are 7 strategies and suggestions to help
you improve your listening skills. 1.) Increase your listening span:
Try to resist the temptation to interrupt. Make sure the speaker has had a complete
chance to make his or her point before you speak. If you don't get the whole message, ask the
speaker to repeat what they said.
2.) Take time to listen: Don't put obvious limitations on your listening
time - the speaker will feel rushed.
7 Ways to Improve Your Listening
3.) Listen between the lines:
Don't just listen to what is being said. Try to understand the attitudes, needs and motives
behind the words.
4.) Give your full attention: Nodding or interjecting occasionally to clarify a point
lets the speaker know you are interested. If the speaker pauses briefly, don't rush to fill the
silence. Use open-ended questions to encourage elaboration.
7 Ways to Improve Your Listening
5.) Restate the message:
When you are sure that the speaker has finished, restate the main points.
This is a good organizing strategy for you. It also gives the speaker assurance that the
message has been received.
6.) Listen for ideas as well as facts: A good listener makes an effort to understand what
the facts add up to.
7 Ways to Improve Your Listening
7.) Don't monopolize:
Resist the urge to dominate a situation or to feel that you know everything about a situation.
Be open to new ideas and allow the speaker to have his or her say.
7 Ways to Improve Your Listening
The importance of listening in communication
is enormous. People often focus on their speaking ability believing that good speaking equals good communication. The ability to speak well is a necessary component to successful communication. The ability to listen is equally as important. There are some barriers for listening, which will effect the listening process.
Introduction
Physical barrier
Two major physical constraints of effective listening are
Noise environment.
Learning Impairment
Psychological barrier
It consists of thoughts and feelings that people from listening to what is said.
Language problem
For effective listening language is important. Better to use simple words and avoid unfamiliar
words
Non verbal distractions
This symbol having different meanings in different countriesUK & USA=OKJAPAN=MONEYRUSSIA=ZEROBRAZL=INSULTINDIA=GOOD
Thought speed
Quest:2+2…Listener:2+2=4But actual question is… 2+2+4=? Listeners thought speed is faster than the speakers expression speed
Faking attention
Questions