communication process & role

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APARNA RAO

09-07-08

COMMUNICATION – PROCESS &ROLE



One day Samuel Butler visited his wife on what he believed to be her deathbed:

“ Promise me solemnly, if you find in the

world beyond the grave that you cancommunicate with me - that there is some way in which you can make me aware of your continued existence - promise mesolemnly that you will never, never avail

yourself of it”.

She recovered and never, never forgave him.



Why Good Communication IsGood Business ?

In the mid-1990s, the Swedish carmanufacturer VOLVO found itself withexcessive stocks of green cars. To move themalong, the sales and marketing departmentsbegan offering attractive special deals, sogreen cars started to sell.

But nobody had told the manufacturingdepartment about the promotions. It noted the

increase in sales, read it as a sign thatconsumers had started to like green, andramped up production.“



Why Good Communication Is Good

Business ?

1. Ineffective communication is veryexpensive

2.Changing environment and complexworkplace

3.Global world economy

4.Business Is About PEOPLE, PEOPLE AND

PEOPLE



Why Do We Communicate ?

Communication to Impress TheAudience

Or

Communication To Express Our

Ideas, Thoughts, Feelings



MODULE CHECKLIST

What is Communication?

Process & Models of Communicaton

Communication Education Today Forms of Communication

Business Communication

Means & Methods of Communication

Barriers in Communication



COMMUNICATION DEFINED

Communicaion can be ‘simply’… the sending of a message from a source to a

receiver

Process by which information and feelings are

shared by people through an exchange of verbaland non-verbal messages

The successful transmission of informationthrough a common system of symbols, signs,

behaviour, speech, writing, or signals The creation of shared understanding through

interaction among two or more agents…



COMMUNICATION MODELS

The Shannon-WeaverModel

Source:http://www.ccms-infobase.com

Download Date: 09-07-08



COMMUNICATION MODELS …

Source:http://www.ccms-infobase.com

Download Date: 09-07-08



Who. . .

. . . with what effect

Message

says what. . .

in what way. . .

Receiver

to whom. . .

Communication Process



COMMUNICATON EDUCATION TODAY

“Most business students are not educated in communication-

related study, “the area seems to have remained curiously

untouched and … more practically, there is an apparent need

for competent communicators in all sectors of our economy”

(Cohen et al.,2005,p.286)…

“Understanding how language works in the construction of

social and organizational realities is fundamental to

management practice…”

As quoted in Stuart, Sarow & Stuart , Integrated Business Communication in a

Global Marketplace, 2007, Wiley Publications, from Teaching Communication

to Business Management Students



FORMS OF COMMUNICATION

Intrapersonal Communication – within us

Interpersonal Communication

Mediated Communication Media Richness

Business Communication

Integrated Business Communication



BUSINESS COMMUNICATION

Communication processes initiated with an aim toachieve organizational goals and implementdecisions… It’s about understanding how crucial

effective communication is in business.

Integrated Business Communication refers to ‘

the process of planning, executing and evaluatingunified messages that create stakeholder

relationships and build brand recognition



BUSINESS COMMUNICATION

Transmission of ideas, instructions,information through defined processes, toconcerned people, to achieve organizationalgoals

Information based systems such as MIS(Management Information System), DSS(Decision Support System), SIS (Strategic

Information System) depend oncommunication



MEANS & METHODS OFCOMMUNICATION

Methods

Oral Written Non-Verbal



BARRIERS TO COMMUNICATION

•ENVIRONMENTAL BARRIERSLight/Air/Noise/Ventilation/Interruption

•LINGUISTIC BARRIERSLanguage/Semantics/Tone/Delivery

Style

•PSYCHOLOGICAL BARRIERSFrustrated/Anxiety/Anger/Status

•PHYSIOLOGICAL BARRIERS

Brain-Tongue Speed/ Unwell



Language Barriers

'Ici on parle Anglais'...

'Ici on se rit de votre

francais.'('We speak English

here'...

'We laugh at your

French here')



What Kind of Barriers Do You SeeHere?



REFERENCES

Business Communication, Raman & Singh, 2006,OUP

Integrated Business Communication in a GlobalMarketplace, Stuart,Sarow & Stuart, 2007,Wiley

Publications Business Communication – Cases & Application,

Chaturvedi & Chaturvedi, 2006, Pearson Publications

http://www.ccms-infobase.com

www.hodu.com

http://davis.foulger.info/research/unifiedModelOfCommunication.htm

http://www.ccms-infobase.com/

http://www.hodu.com/

http://www.hodu.com/






•PERCEPTUAL BARRIERS

•CONTENT BARRIERSContent Known/Unknown, Disinterest

•PERSONAL BARRIERSPoor Listening/ Thinking of response

BARRIERS TO COMMUNICATION

C i ti Skill f



© Copyright McGraw-Hill. Allrights reserved.15 –23

Communication Skills for

Managers

Barriers to Effective Communication

Messages that are unclear, incomplete, difficult tounderstand

Messages sent over the an inappropriate medium

Messages with no provision for feedback Messages that are received but ignored

Messages that are misunderstood

Messages delivered through automated systems that

lack the human element

C i ti Skill f




Communication Skills for

Managers

Managers as Senders Send clear and complete messages.

Encode messages in symbols the receiver understands.

Select a medium appropriate for the message and,

importantly, one that is 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.




Communication Skills For

Managers Managers as Receivers

Pay attention to what is sent as a message.

Be a good listener: don’t interrupt.

Ask questions to clarify your understanding.

Be empathetic: try to understand what the senderfeels.

Understand linguistic styles: different people speakdifferently.

Speed, tone, pausing all impact communication. This is particularly true across cultures and managers

should expect and plan for this.



Describe the Barriers

U.S. warning to Japan for unconditionalsurrender after Pearl Harbour –

Japanese decision - ‘mokusatu’ – meaning ‘to

kill with silence’. Tokyo radio used the word,saying the government would mokusato thedeclaration and fight on...

The English translation became ‘reject’ and

the President took it as a rebuff. – What arethe barrier?



Describe the Barriers

Egyptian pilots radioed (in English) theirintention to land at an airbase on Cyprus, andthe Greek traffic controllers reportedlyresponded with silence, intending to indicaterefusal of permission. The Egyptiansinterpreted this silence as assent. Theylanded.

Boy in the Striped Pyjamas – incident



Classification of Barriers Interpersonal – Takes into account uniqueness of individuals due to

age, perceptions, experiences, education, culture,personality – interpretation differs – e.g.???

Causes – Wrong assumptions, varied perceptions,wrong inferences, differing background, blockedcategories

Prevent or overcome – ‘You’ attitude, audienceoriented choice of words, technical words to beexplained, avoid oversimplification



Classification of Barriers Organizational BarriersToo many transfer stations

Fear of superiors

Negative tendenciesUse of inappropriate media

Information overload

P O



Prevent or Overcome

Organizational Barriers

Keep receiver in mind

Open communication environment

Avoid too many transfer stations Avoid communication when emotionally disturbed

Be aware of diversity in culture, language etc.

Use appropriate non-verbal cues

Select most suitable medium

Analyse feedback



What Barriers do you predict?

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