Introduction to Communication

Defining Communication Process of Human Communication Importance and Necessity of Communication Types of Business Communication Problems and Barriers to Communication Non verbal communication Intercultural Communication Ethical Communication

What is communication?
Communication is a two way process of sending and receiving verbal and non-verbal messages. Two way process of exchanging ideas, information or intelligence Communication is effective when it achieves desired reaction or response of receiver

Process of Human Communication

In a given context, someone decides to send a message The message is communicated via particular medium or channel A receiver receives the message Receiver tries to figure it out (decode the message) Receiver provides feedback

Process of Human Communication

Communication is the process of sending and receiving messages
Context Sender (idea encoder) Message (encoded) Medium, Channel (transmission format) Receiver (decoder) Feedback (reaction of receiver)

Basic Communication Skills

Listening Speaking Reading Writing

Traits of a Effective Communicator

Perception Precision Credibility Control Congeniality

Importance and Necessity of Communication

Essential for team work and to achieve objectives of business organisations Management directs, coordinates, plans and controls through communication Communication methods; conferences, memos, reports, meetings, interviews, letters, emails, advertising, manuals

Importance and Necessity of Communication

Four communication skills (writing, speaking, listening and interpersonal communication) among top five criteria is USA for selecting employees Prime requisite for person in management or executive position Management executive spend 60%-90% time communicating (speaking, writing, listening)

Importance and Necessity of Communication

Prime requisite for progress in job or career Survey of four professional areas regarding percentage of time of total work spent in communication:
Managers Technical workers Clerical staff Social service workers 49.4% 40.7% 29.1% 51.6%

Importance and Necessity of Communication for Global Business

Encourages businesses to cross national boundaries Diversifies the work force Requires businesspeople to understand the laws, customs, and business practices of many countries

Formal communication channels

Communication activities of an organisation can be divided into three broad categories:

Internal Operational External Operational Interpersonal

Formal communication channels: Internal Operational

Horizontal communication
Flows from dept to dept, peer to peer, and helps employees do their jobs more efficiently by cooperating

Upward communication
Flow of information (opinions, suggestions, complaints, problems) from lower levels to managers. Helps managers monitor performance, obtain ideas, make decisions

Downward communication
Information, decisions, orders to achieve business objective communicated to lower level. Lets managers direct activities of employees. Follows formal lines of organisation

Formal communication channels: External Operational

Communication of organisation with public (people and group outside the business)
Suppliers Service companies Customers General public

Formal communication channels: External Operational

Objective of external operational communication:
Warmth Understanding Positiveness In communication of business ( business etiquette) with its customers.

Formal communication channels: External Operational

Method of Communication
Brochures Radio and television messages Telephone call-backs Follow-up services Newspaper and magazine adverstising

Formal communication channels: External Operational

Method of Communication
Publicity/public speeches Tactful replies to comments and criticisms Civic mindedness of management Courtesy of employees Condition of physical plant

Formal communication channels: Personal ( Informal)

Exchange of information and feelings between humans when they engage with each other:
Follows no hierarchical path Part of communication activity of any business Have significant effect on success of business operation Affects behaviour, attitude and motivation of worker. Problems in personal communication may result in emotional upset Excessive personal communications interferes with work

Problems and Barriers to Communication

A communication barrier (problem or noise) is any interference in the communication process that distorts or obscures the senders meaning.

Problems and Barriers to Communication

Differences in convention of meaning Differences in perceptions of reality Differences in values, attitudes and opinions

Problems and Barriers to Communication

Differences in convention of meaning
Miscommunicated instructions Denotations Connotations Euphemisms

Problems and Barriers to Communication: Differences in Convention of Meaning

Miscommunicated instructions
Sender and receiver attribute different meaning to same word or use different words to convey same meaning. Ask questions and clarify

Denotations
Dictionary meaning of word. Informs without indicating negative or positive qualities. Will not miscommunicate if sender and receiver have similar understanding of context in which word is used

Problems and Barriers to Communication: Differences in Convention of Meaning

Connotation
Meaning of word implies qualitative judgement and personal reactions (scholar, bookworm, feminist, fanatic, conservative). Some words have positive connotation in one context negative in another. Word meaning affected by communicators background, experience, interests. Words to be chosen carefully to convey desired meaning

Euphemism
Softer word used instead of harder

Problems and Barriers to Communication: Differences in Perception of Reality

Abstractions
Focusing on some details and omitting others Facts pertinent to problem is selected due to limitations of time, space, purpose. Necessary and desirable. When facts selected to distort reality or support ones own view of reality: slanted abstract. Purpose: to deceive, mislead, miscommunicate

Problems and Barriers to Communication: Differences in Perception of Reality

Inferring
Conclusions made from evidence, premise Assumptions made and conclusions drawn, as not always possible to immediately verify evidence Necessary for solving problems, making decisions, planning May be incorrect or unreliable, particularly if decision based on guesswork rather than factual data

Problems and Barriers to Communication: Differences in Values, Attitudes, Opinions

Favorable or unfavorable information Inadequate or incorrect information Closed minds Senders attitude Circumstances affecting attitudes, opinions

Perceptual Interference
Language Culture Background Age Education Social status Economic position Religion Life experience

Communication Distractions
Physical distractions (lighting, discomfort, bad connections, illegible copy, health) Poor listening Emotions Information overload

Listening Activities
Receiving Interpreting Remembering Evaluating Responding

Nonverbal Communication
Appearance Body Language Silence, Time and Space

Nonverbal Communication: Appearance

Personal Appearance Appearance of Surrounding
Affect receivers attitude towards verbal message even before hearing or reading the message

Nonverbal Communication: Body Language

Facial Expressions Gesture and Posture Smell and Touch Voice and Sounds
Reveal to receiver hidden emotions of sender

Nonverbal Communication: Silence, time and space

Silence Time delays between message and receivers response Space between sender and receiver
May cause hard feelings, negative attitude, loss of business

Intercultural Communication
The process of sending and receiving messages between people whose cultural backgrounds lead them to interpret verbal and nonverbal signs differently.

Culture
A shared system of symbols, beliefs, attitudes, values, expectations, and behaviors What is a subculture?
Distinct groups that exist within a major culture

Cultural context
Cultural context is the pattern of physical cues, environmental stimuli, and implicit understanding that convey meaning between two members of the same culture.
High context cultures (Japanese, Chinese, Arab, Greek, Mexican, Spanish) tend to rely less on verbal communication and more on the context of nonverbal actions and environmental setting to convey meaning Low-context cultures (German, Scandinavian, North American, English, French) tend to rely more on verbal communication and less on circumstances and cues to convey meaning.

Low and High Context Cultures

Low context values:
The written word Written agreements as binding Strict adherence to the law

High context values:

Less emphasis on written word Personal pledges more important than contracts More flexibility with the law

Ethnocentrism vs. Stereotyping

Ethnocentrism is the belief that ones own cultural background is superior Stereotyping is predicting individual behavior on the basis of membership in a group or class