FUNDAMENTALS OF COMMUNICATION

What is Communication

Communication

SUCCESS IN COMMUNICATION
WHAT TO SAY
HOW TO SAY IT
WORDS ARE THE MOST POWERFUL DRUG USED BY MANKIND.
(RUDYARD KIPLING)

TO LISTEN CLOSELY AND REPLY WELL IS THE HIGHEST PERFECTION WE ARE ABLE TO

ATTAIN IN THE ART OF CONVERSATION.

LA ROCHE FOUCAULD

WHAT IS COMMUNICATION ?

COMMUNICATION IS THE PROCESS OF SENDING

AND RECIEVING VERBAL AND NON VERBAL MESSAGES FROM ONE PERSON TO ANOTHER TO

FACILITATE THE EXCHANGE OF INFORMATION.

THE TRANSFER OF INFORMATION MUST ALSO FACILITATE UNDERSTANDING AND TRANSPORT WHAT IS IN THE HEAD OF THE SENDER TO THE HEAD OF THE RECIEVER
CONTED

WHAT IS COMMUNICATION ?
MESSAGES THAT ARE DISTORTED BY NOISE, OCCUR WITHIN A CONTEXT, HAVE SOME EFFECT AND PROVIDE SOME OPPORTUNITY FOR FEEDBACK

WHAT IS COMMUNICATION ?
COMMUNICATION IS A SOCIAL PROCESS. IT IS A CHAIN PROCESS, MADE UP OF IDENTIFIABLE LINKS. A PROCESS OF TRANSMITTING AND RECEIVING

VERBAL AND NON-VERBAL MESSAGES THAT PRODUCE A RESPONSE

Effective Communications
Communication
is the process of sending and receiving symbols with

meanings attached.

COMPONENTS OF COMMUNICATION
F I L T E R

STIMULUS

MESSAGE

MEDIUM

DESTINATION

FEEDBACK

Based on Shannon & Weaver model

COMPONENTS OF COMMUNICATION INTERNAL

TELEPHONE

REPORT

MEMO
MESSAGES INTERCOM
NEWS LETTERS

GRAPHS / CHARTS

ORAL
FACE TO FACE DISCUSSIONS MEETINGS / CONFERENCES

INTERNAL COMMUNICATION
MINUTES

E-MAIL
WRITTEN

FAX
NOTICE

PRESENTATIONS

FORMS / QUESTIONNAIRES

INTRANET

COMPONENTS OF COMMUNICATION EXTERNAL

TELEPHONE
CONVERSATION

TELE CONFERENCE

CONFERENCES SEMINARS

VIDEO CONFERENCE

MEETINGS

ORAL EXTERNAL COMMUNICATION

PRESENTATION

BROCHURE
INVITATION
FORMS QUESTIONNAIRES PRESS RELEASE

INTERNET

WRITTEN

LETTERS
E-MAIL / FAX

REPORT

NOTICE
ADVERTISEMENT

GRAPH / CHART

NEWS LETTER

CONVERSATION SKILLS
WHEN TO SPEAK AND WHEN TO LISTEN

HOW TO MOVE A CONVERSATION FROM THE PAST

TO THE PRESENT AND TO THE FUTURE WHY CONVERSATIONAL LINKING IS NECESSARY HOW TO DISTINGUISH BETWEEN PARALLEL AND SEQUENTIAL CONVERSATION HOW TO RAISE ENERGY LEVELS IN DISCUSSIONS HOW TO MOVE BETWEEN PROBLEM-CENTRED CONVERSATION AND SOLUTION-CENTRED CONVERSATION

WHAT IS COMMUNICATION ?
COMMUNICATION CAN BE DIVIDED INTO :
10% WORDS WHAT WE SAY 30% SOUNDS TONE 60% BODY LANGUAGE HOW WE SAY IT

EFFECTIVE COMMUNICATION
EFFECTIVE COMMUNICATION OCCURS WHEN THE MESSAGE RECEIVED IS AS CLOSE AS POSSIBLE AS THE MESSAGE INTENDED TO BE SENT MUTUAL UNDERSTANDING.

COMMUNICATION IS EFFECTIVE ONLY IF PEOPLE:

UNDERSTAND EACH OTHER STIMULATE OTHERS TO TAKE ACTION ENCOURAGE OTHERS TO THINK IN NEW WAYS.

WHY TO COMMUNICATE?

COMMUNICATION SATISFACTION FACILITATES JOB SATISFACTION AND JOB PERFORMANCE.

COMMITMENT ENCOURAGES JOB SATISFACTION AND CREATES GOOD ORGANIZATIONAL CLIMATE.

SEVEN Cs OF COMMUNICATION

COMPLETENESS CONTAINS ALL FACTS THE

READER OR LISTENER NEEDS FOR DESIRED ACTION.

CONCISENESS BRIEF AND TO THE POINT AND PACKAGE THE MESSAGE IN MINIMUM WORDS. CONSIDERATION/ CANDIDNESS PRESENT A VIEW THAT IS HONEST, SINCERE AND GUILELESS.

CONCRETENESS Specific, definite in describing events. A vivid description of an event or state.

SEVEN Cs OF COMMUNICATION
CLARITY IT IS VERY IMPORTANT TO BE
CLEAR IN YOUR MESSAGE. USE FAMILIAR WORDS AND EXPRESSIONS TO ENHANCE UNDERSTANDING.

COURTESY MAINTAIN A PROPER DECORUM OF SPEAKING. CORRECTNESS AVOID GRAMMATICAL ERRORS IN SPOKEN CONVERSATION.

Rule of Five
Keith Davis

The role of the RECIEVER is as important as the Sender.

Five receiver steps in the process of

communication:
Receive Understand Accept Use, & Give Feedback ( Respond)

HOW COMMUNICATION HAPPENS

PURPOSES OF COMMUNICATION
TO DISCOVER

HUMANS COMMUNICATE

AREAS OF COMMUNICATION
INTERPERSONAL
DISCOVER

INTRAPERSONAL
THINK REASON ANALYZE REFLECT

SMALL GROUP
SHARE
INFORMATIO N GENERATE IDEAS
SOLVE PROBLEMS HELP

RELATE INFLUEN CE PLAY HELP

PUBLIC
INFORM PERSUADE ENTERTAIN

AREAS OF COMMUNICATION

ORGANIZATIONAL
INCREASE PRODUCTI VITY RAIS MORALE INFORM PERSUADE

MASS
INFORM PERSUADE ENTERTAIN

PROCESS AND CONTEXT OF COMMUNICATION

FUNCTIONS OF COMMUNICATION

CONTROL MOTIVATION EMOTIONAL EXPRESSION INFORMATION

BASIC COMMUNICATION PROCESS

NOISE FEEDBACK NOISE

SENDER ---------PERCEPTION --------IDEA

UNDERSTANDING ---------PERCEPTION --------RECEIVER

ENCODE NOISE

MEDIUM

DECODE NOISE

ELEMENTS OF COMMUNICATION

SENDER / ENCODER
MESSAGE MEDIUM RECEIVER / DECODER FEEDBACK

COMMUNICATION FUNDAMENTALS

Direction: Downward Upward Crosswise

Networks:
Formal vs. Informal

COMMUNICATION NETWORKS

Chain

Wheel

All Channels

COMMUNICATION CONTEXT

PHYSICAL CONTEXT CULTURAL CONTEXT SOCIAL-PSYCHOLOGICAL CONTEXT TEMPORAL (TIME) CONTEXT

PHYSICAL CONTEXT

TANGIBLE OR CONCRETE ENVIRONMENT E.I. ROOM OR HALLWAY OR PARK. EXERT INFLUENCE ON

THE CONTENT (WHAT WE SAY)

THE FORM (HOW WE SAY IT)

CULTURAL CONTEXT

REFERS TO THE COMMUNICATORS RULES AND NORMS, BELIEFS AND ATTITUDES THAT ARE TRANSMITTED FROM ONE GENERATION TO ANOTHER. DIRECT EYE CONTECT BETWEEN CHILD AND ADULT SIGNIFIES :
DIRECTNESS AND HONESTY IN ONE CULTURE DEFIANCE AND LACK OF RESPECT IN OTHER.

SOCIAL-PSYCHOLOGICAL CONTEXT
INCLUDES: STATUS RELATIONSHIPS AMONG THE PARTICIPANTS THE ROLES AND GAMES PEOPLE PLAY CULTURAL ROLE OF THE SOCIETY IN WHICH PEOPLE COMMUNICATE . INCLUDES FRIENDLINESS OR UNFRIENDLINESS FORMALITY OR INFORMALITY SERIOUSNESS OR HUMOUR

TEMPORAL CONTEXT
TIME OF DAY AND PERIOD OF HISTORY

FOR MANY PEOPLE MORNING IS NOT A TIME

FOR COMMUNICATION - FOR OTHERS IT IS IDEAL

APPROPRIATENESS AND IMPACT OF MESSAGE DEPENDS, PARTLY, ON THE TIME PERIOD IN WHICH THEY ARE UTTERED.

TYPES OF COMMUNICATION

TYPES OF COMMUNICATION

INTERPERSONAL COMMUNICATION CORPORATE COMMUNICATION FORMAL COMMUNICATION

NON-FORMAL COMMUNICATION
ORAL COMMUNICATION

WRITTEN COMMUNICATION
NON-VERBAL COMUNICATION

INTERPERSONAL COMMUNICATION

ASSERTIVE COMMUNICATION
NON-ASSERTIVE COMMUNICATION AGGRESSIVE COMMUNICATION

ASSERTIVE COMMUNICATION

CONFIDENCE IN EXPRESSING WHAT YOU THINK, FEEL AND BELIEVE IN STANDING UP FOR YOUR RIGHTS WHILE RESPECTING THE RIGHTS OF OTHERS

CONVEYING MEANING AND EXPECTATIONS WITHOUT HUMILATING OR DEGRADING OTHERS

ESPOUSING RESPECT FOR YOURSELF AND RESPECT FOR OTHERS PROTECTING YOUR AND PEOPLES NEEDS AND RIGHTS

NON-ASSERTIVE COMMUNICATION

RELUCTANT OR UNABLE TO EXPRESS CONSISTENTLY WHAT YOU THINK, FEEL AND BELIEVE IN ALLOWING OTHERS TO VIOLATE OWN RIGHTS WITHOUT CHALLENGE RATIONALISES LACK OF RESPECT FOR OWN PREFERENCES. OTHERS CAN EASILY DISREGARD YOUR THOUGHTS,

FEELINGS, AND BELIEFS

AGGRESSIVE COMMUNICATION

EXPRESSING ONESELF IN WAYS THAT INTIMIDATE, DEMEAN, OR DEGRADE THE OTHER PERSON.

PURSUE WHAT ONE WANTS IN WAYS THAT

VIOLATE THE RIGHTS OF THE OTHER PERSON.
THIS IS WHAT I THINK. YOU ARE DUMB FOR THINKING DIFERENTLY.

DISTORTION IN COMMUNICATION

IMPRESSION MANAGEMENT THE PROCESS BY WHICH A SENDER CONSCIOUSLY ATTEMPTS TO INFLUENCE THE PERCEPTIONS THAT THE RECEIVERS FORM. COMMONLY USED IMPRESSION MANAGEMENT STATEGIES ARE: INGRATIATION: USING FLATTERY, SUPPORTING THE OPINIONS OF THE OTHER PERSON, DOING FAVOURS, SMILING EXPRESSIVELY IN SUPPORT OF THE PERSON ETC. SELF-PROMOTION: COMMUNICATING ONES PERSONAL ATTRIBUTES IN A HIGHLY POSITIVE AND EXAGGERATED WAY. FACE SAVING: COMMUNICATING APOLOGIES, MAKING EXCUSES, PRODUCING JUSTIFICATIONS ETC.

CHANNELS OF COMMUNICATION

COMMUNICATION CHANNELS

A COMMUNICATION CHANNEL IS THE MEDIUM THROUGH WHICH THE MESSAGE PASSES COMMUNICATION TAKES PLACE THROUGH A NUMBER OF CHANNELS MAY USE:
TWO, THREE, FOUR DIFFERENT CHANNELS SIMULTANEOUSLY.
VOCAL CHANNEL : SPEAK & LISTEN VISUAL CHANNEL : GESTURE OLFACTORY CHANNEL : EMITING OR DETECTING ODORS TECTILE CHANNEL : TOUCHING ANOTHER PERSON

MESSAGE TYPES
FEEDBACK MESSAGES

POSITIVE ----- NEGATIVE PERSON-FOCUSED ----- MESSAGE FOCUSED IMMEDIATE ----- DELAYED LOW MONITORING ----- HIGH MONITORING SUPPORTIVE ----- CRITICAL
OPEN THE CHANNELS OF COMM. PREVIEW FUTURE MESSAGES ALTERCAST (PLACE THE RECIVER IN A SPECIFIC ROLE AND REQUESTHIM TO RESPOND IN TERMS OF ASSUMED ROLE) DISCLAIM

FEEDFORWARD MESSAGES

CONSTRUCTIVE FEEDBACK

BASED UPON TRUST BETWEEN SENDER AND RECEIVER SPECIFIC RATHER THAN GENERAL GIVEN AT A TIME WHEN THE RECEIVER APPEARS TO BE READY TO ACCEPT IT CHECKED WITH THE RECEIVER TO DETERMINE WHETHER IT SEEMS VALID INCLUDES BEHAVIOURS THE RECEIVER MAY BE CAPABLE OF EXHIBITING DOES NOT INCLUDE MORE THAN THE RECEIVER CAN HANDLE AT ANY PARTICULAR TIME

FEEDBACK SKILLS

EMPHASIZE WHAT YOU SEE AND HEAR

DESCRIPTIVE RATHER EVALUATIVE FEEDBACK

CONCENTRATE ON PARTICULAR POINTS OUTLINE THE POSITIVE POINTS.

INDICATE WHAT CAN AND SHOULD BE DONE

BUILD ON WHAT PEOPLE WANT CHOOSE YOUR TIME REACH AN AGREEMENT

COMMUNICATION BARRIERS

INTERPERSONAL COMMUNICATION BARRIERS

Filtering Emotions

National Culture

Language

Interpersonal Communication

Information Overload

Defensiveness

Selective Perception

BARRIERS TO COMMUNICATION
PROCESS BARRIERS
SENDER BARRIER ENCODING BARRIER MEDIUM BARRIER DECODING BARRIER FEEDBACK BARRIER

PHYSICAL BARRIERS SEMANTIC BARRIERS PSYCHOLOGICAL BARRIERS

NOISE

PHYSICAL ECOLOGICAL NOISE PSYCHOLOGICAL COGNITIVE INTERFERENCE I.E.

BIASES PREJUDICES OF SENDER AND RECEIVERS CLOSED-MINDEDNESS

DIFERENT LANGUAGES, USE OF JARGON OR OVERLY COMPLEX TERMS.

SEMANTIC CULTURAL POLITICAL EMOTIONAL ECONOMIC

COMMON BARRIERS TO COMMUNICATION

1. SEMANTICS
Definition of words

Choice of words

COMMON BARRIERS TO COMMUNICATION

2. POOR CHOICE, USE OF CHANNELS
When to use certain channel

Oral alone:
Simple reprimand Settle simple dispute

Written alone:
Dont need immediate feedback Need record

COMMON BARRIERS TO COMMUNICATION

2. USE OF CHANNELS
Both channels:
Commendation Serious reprimand Important policy change

Nonverbal
Be aware of it.

COMMON BARRIERS TO COMMUNICATION

3. PHYSICAL DISTRACTIONS
4. NOISE, PHYSICAL, PSYCHOLOGICAL 5. STATUS DIFFERENCE

6. EFFECTS OF EMOTIONS

COMMON BARRIERS TO COMMUNICATION 7. PERCEPTIONS

Stereotypes Halo effects Selective perception
See and hear what we expect Ignore if conflicts with what we know.

Projection

COMMON BARRIERS TO COMMUNICATION

8. FILTERING, SCREENING NEGATIVE

INFORMTAION

9. EVALUATING THE SOURCE

10. ABSENCE OF FEEDBACK, POOR FEEDBACK

COMMON BARRIERS TO COMMUNICATION 11. INFORMATION, DATA OVERLOAD

12. POOR LISTENING
LISTEN TO RESPOND LISTEN TO UNDERSTAND

HOW TO BE A BETTER COMMUNICATOR

EFFECTIVE LISTENING

TOLERATE SILENCE ASK STIMULATING OPEN-ENDED QUESTIONS ATENTIVE EYE CONTACT, ALERT POSTURE AND VERBAL ENCOURAGERS PARAPHRASE SHOW EMOTION KNOW YOUR BAISES AND PREJUDICES AVOID PREMATURE JUDGEMENT SUMMERISE

EFFECTIVE WRITING

KEEP WORD SIMPLE

DONT SACRIFICE COMMUNICATION

FOR RULES OF COMPOSITION

WRITE CONCISELY BE SPECIFIC

ACTIVE LISTENING BEHAVIOURS

Don't overtalk

Avoid interrupting speaker

Be empathetic

Paraphrase

Active Listening

Make eye contact

Avoid distracting actions or gestures

Ask questions

Exhibit affirmative head nods and appropriate facial expressions

HOW MANAGERIAL SKILLS ARE TAUGHT

Interpersonal Skills Oral Presentation Writing

Simulations/Role plays Self Awareness Inventories Readings

CHANGE AND COMMUNICATION

UNSUCCESSFUL CHANGE IS MOSTLY MISSING OR POOR COMMUNICATION.

THE LINEAR (ONE-WAY, TOP-DOWN) MODEL

DOES NOT WORK ANY MORE.

EFFECTIVE COMMUNICATION

WATCH THE LANGUAGE FOLLOW THROUGH DEAL WITH UNCERTAINITY BE AN ACTIVE LISTENER MANAGE CONFLICT RESPOND, DONT RE-ACT GIVE FEEDBACK INVITE PARTICIPATION KEEP YOUR TEAM UP-TO-DATE CONNECT PERSONALLY WITH EMPLOYEES TAKE ADVANTAGE OF COMMUNICATION RESOURCES

PROBLEMS / CHALLENGES
TECHNOLOGY SHRINKS INTERACTION AND

DIALOGUE.
TOO MUCH INFORMATION.

TOO COMPLEX ISSUES.

SHORTAGE OF COMMON MEANINGS AND

INTERPRETATIONS.
EVERYONE MUST BE RESPONSIBLE FOR HIS / HER

INFORMATION PURCHASE.

Thank you