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Process of Communication

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Communication Cycle

Sender—the person who originates a messageEncoding Message—the information that is exchanged Transmission (channel/medium)—how the message is deliveredDecoding Message - the meaning of the message

Receiver—the person to whom the message is sentFeedback—the response from the receiver

Communication, the exchange of information through speaking, signaling, or writing, involves the following elements:

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A sender communicates effectively if…..

The receiver understands your message.

A favorable relationship is established between the receiver and sender.

The message encourages a desired response from the receiver.

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Communication Barriers(by Sender and Recipient)

Distortion

Inadequate communication skills

Lack of listening ability

Attitudes

Incorrect Information

Perceptual bias (selective hearing)

Information overload

Contradictory non verbal messages

Communication barriers interfere with sending and receiving messages. Potential barriers include:

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Barriers by Outside Influences

Noise

Physical Environment

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Overcoming the Barriers Defining the Purpose

(Are you trying to change the attitude, or ask for other goods)

(Are trying to find out what he/she thinks, or asking for advice?)

Knowing When and How to Communicate Understanding the Receiver Personal Communication Skills

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Backgrounds of Sender and ReceiverBackgrounds of Sender and Receiver

Effective cross-cultural communication recognizes differences in:

Language

Values

Beliefs

Customs

Religion

Education

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Signaling

Tone of Voice

Body Language– Facial Expressions– Gestures– Physical Movements

Written Message Appearance

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Forms of Communication

Channel physical means by which the information is conveyed

Medium refers to the nature of the expression of the information (written, spoken or visual)

Message (encoded piece of information)

We use three terms above to describe the ways in which information was transferred.

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Quality of Message Content

Courtesy

Clarity

Conciseness

Effective messages incorporate the Six Cs to help sender and receiver reach a mutual understanding.

Concreteness

Correctness

Completeness

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Types of Written and Oral CommunicationInformal note Unplanned encounter

Memorandum (memo) Planned informal talk

Letter Meeting

Form of questionnaire Job/Appraisal interview

Written telephone message Disciplinary/persuative interview

Notice Telephone call

Report Committee metting

Press release Full staff/workers meeting

Training /procedure document Formal lecture or presentation

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Written CommunicationInformal notes

(to communicate and item of information very quickly)

Advantages:

It can be written and left in a prominent place

Disadvantages:

Expression and handwriting.

May not be confidential (obvious).

It is not e copy to be kept.

Not sure it will be read soon.

Alternative forms: Phone Call, Personal Meeting

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Written CommunicationMemos

(formal note sent to a working colleague)

Advantages: A copy will be kept by the

sender. It allows more detailed

explanation.

Disadvantages:

Very sort (little explanation).

Its length may discourage the recipient to understand.

Alternative forms: Phone Call, Personal Meeting

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Written CommunicationLetters

(used to communicate with people outside the company or organization)

Advantages: A copy will be kept by the

sender. It can convey a number of

points clearly in writing.

Disadvantages:

Misinterpretation

Its length does not allow you to analyze complex ideas.

Alternative forms: Personal Meeting

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Written CommunicationForms and questionnaires

Advantages: They allow information to be

gained from a large number of people in a standard format

Opportunity of personal expression

Disadvantages:

Forms difficult to complete

People for personal reasons might reluctant to complete them

Alternative forms:Letters, Report Form,question asked in personEnquiries by telephone.

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Written CommunicationWritten telephone messages:

On preprinted form, giving details of the caller.

Advantages: Messages can be transmitted

effectively

Disadvantages:

Message might not reach its destination

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Written CommunicationNOTICES

Direct form of communicating items of importance to larger number of people within an organization

Advantages: Save money and time

Disadvantages:

People might became overcrowded by looking at notice boards

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Written CommunicationREPORTS

Provide an accurate and full examination of a particular event or situation

Disadvantages:

May discourage people from assimilating themTime and costThey may reach no clear overall conclusionInterpretation of data and recommendations

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Written CommunicationPRESS RELEASES

Piece of information to a newspaper or group of newspapers

Advantage: Accurate information

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Written CommunicationTRANING AND PROCEDURE DOCUMENTS

A Form of reference that must be available in printed form

Advantage: Accurate information of consistent

policy of the company.

Disadvantage: They become long and complex

so the employees ignore them

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Develop Writing Skills

Start writing today.

Maintain a positive attitude.

Practice writing.

Decide why you are writing.

Write key ideas on paper.

Use your outline.

Use references to verify correctness.

Rewrite.

Seek critique.

Rewrite again.

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Develop Speaking Skills

Choose words that your audience will understand.

Pronounce words correctly and clearly.

Practice word emphasis, volume control, pitch, and voice intensity.

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Improve Active Listening SkillsBegin with an open mind.

Determine the speaker’s approach to the material.

Jot down key words when appropriate.

Concentrate.

Maintain eye contact with the speaker.

Withhold judgment until you have heard the entire message.

Provide feedback.

Analyze the message.

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Develop Productive Reading Skills

Scan the material. Concentrate. Take notes. Review the material to make sure you understand. Withhold judgment until you have read all the material. Analyze the material.

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a whole-into-parts process that enables you to develop effective, appropriate messages for any communication situation.

– Plan a message.

– Compose a draft.

– Complete a message.

Communication-by-Objectives (CBO):