The Concept of Communication

What is Communication?

Communication is a series of experiences of

Hearing Smell

Seeing Taste Touch

Definition of Communication (1 of 2)
The exchange of thoughts, messages, or the like, as by speech, signals or writing. To express oneself in such a way that one is readily and clearly understood.

Definition of Communication (2 of 2)
Communication is shared feelings/shared understanding. If you can honestly achie e that goal, you are communicating.

A Challenge
Please write a One Sentence Definition of EFFECTIVE COMMUNICATION

Effective Communication is a process where a message is received and understood by the receiver in the manner that the sender intended it to be.

Means of Communication
Hieroglyphics & Primitive cave paintings Oral stories and traditions Written media of Communication Carrier Pigeons orse code Television and !adio "nternet # two#way e$change of information

The Communication Process

Me!ium

#a$$ie$ SENDE (enco!e") ECEIVE (!eco!e")

#a$$ie$

Fee!%ac&' e"(on"e

Most Common Ways to Communicate

Speaking Writing Visual Image

Body Language

Deepti Singh

Three ways to think about communication

Communication as ACTION: the transmission of information from

one person to another through the use of symbols and their accompanying meaning.
Communication as INTERACTION: the exchange of information

between two (or more) individuals through the symbols and their accompanying meaning.
Communication as

EANIN! CONSTR"CTION: the process by which two or more individuals arrive at ostensibly shared (or common) meanings or understandings for symbolic actions.

Communication Goals
To change %eha#ior To get action To ensure understanding To persuade To get and gi#e in$ormation

IMPORTANCE OF COMMUNICATION
% highly valued s&ill Critical to all relationships % basic 'ob prere(uisite )ifeblood of every organi*ation

Critical Success Factor for Life

The ma'ority of our perceived ability comes from how we communicate

30% What you know

70% How you communicate it

Metho!" of Communication
One-Way
Memo, fax, e-mail, voice mail, letter, speaking

in mass media (electronic/print).

Two-Way Phone call, in-person/face to face. Colla orati!e Team meetings, presenting, consulting, bargaining, negotiating, consensus, decision making, group problem solving, ritten reports, memos, notice boards.

Types of Communication

On the basis of organization relationship

+ormal "nformal

On the basis of Flow

,pward -ownward Parallel

On the basis of Expression

Oral Written .on#/erbal
Deepti Singh

MEDIUM OF COMMUNICATION
Oral Immediate feedback Co!"ersatio!al Focus o! i!ter#erso!al relatio!s Prom#t actio! Less detailed tec$!ical i!formatio! More #erso!al #ro!ou!s Sim#ler co!structio! Written Dela ed More formal Focus o! co!te!t Dela ed actio! More detailed tec$!ical i!formatio! Less #erso!al #ro!ou!s More com#le% co!structio!

Have you ever listened to a very polished0 confident spea&er and not understood a word of what he1she was saying2

% common mista&e people ma&e is to focus on the

deliver of information rather than how it is received. Communication has to be two!wa "

#ou communicate onl when the message ou send out

has been received and sent bac$ to ou% so ou $now that it has been properl understood"
This applies whether you are at wor&0 communicating

with employees0 suppliers or customers0 or at home0 communicating with your family and friends.

Some communication propositions

A. Communication occurs through the use of symbols and their accompanying meaning. . All ob!ects" events" persons" and actions can function as symbols for communication. C. Symbols do not possess inherent and universal meanings. D. Symbols possess ob!ective (physical) properties# but meaning is inherently sub!ective and can only be inferred from the interpretation of symbols. $. %he presumption of intentionality (i.e." conscious and deliberate symbolic action) is a prere&uisite for communication.

Official Communication: Flow

&' ()o* + #ertica),hori-onta),cross .ertica) i' /o*n*ard Communication: 'ighly Directive" from Senior to subordinates" to assign duties" give instructions" to inform to offer feedbac(" approval to highlight problems etc. ii' "p*ard Communications: )t is non directive in nature from down below" to give feedbac(" to inform about progress*problems" see(ing approvals. Latera) or 0ori-onta) Communication: Among colleagues" peers at same level for information level for information sharing for coordination" to save time. Cross: in all directions

&IERARC&' LE(EL
$xecutive Director
.anager

+ice ,resident A.-... .anager Supervisor /orman

Supervisor 1 Supervisor 2

Supervisor 0

0ori-onta) Comm'

MEDIUM OUTSIDE T&E OR)ANI*ATION

Written& )etters0 reports0 proposals0 telegrams0 fa$es0

postcards0 contracts0 advertisements0 brochures0 catalogs0 news#releases0 etc. Oral& +ace to face discussions0 telephone0 and presentations.

DIFFERENCES
Internal &

emorandums0 bulletins0 notes0 and employee manuals are used. External & 3usiness letters0 telegrams0 advertisements0 brochures0 and catalogs are used.

Internal and External Audiences

Internal audiences

include

E1terna) audiences inc)ude

Customers,Supp)iers ' "nions' Stockho)ders' Potentia) Emp)oyees' !o#ernment Agencies' The Press,!enera) Pu%)ic'

'ubordinates" 'uperiors" (eers"

2. Content : top3down are in the form of orders or directives bottom3up are in the form of feedbac( or complaints 0. %hrough a proper channe) : 4ho is the end audience5 4ho should (now first 5 4hat should the networ( be 5 6. 7)nformation is po*er8. 9ne who has the authority to communicate is considered powerful.

What makes a good communicator

Clarity Ade&uacy

)ntegrity

%iming

!o" do you de#elop your communication skills

ESSENTIALS O( CO /os
body.

"NICATION

Always thin( ahead about what you are going to say. :se simple words and phrases that are understood by every )ncrease your (nowledge on all sub!ects you are re&uired to

spea(.

Spea( clearly and audibly. Chec( twice with the listener whether you have been

understood accurately or not

ESSENTIALS O( CO /os
already said.

"NICATION

"n case of an interruption0 always do a little recap of what has been %lways pay undivided attention to the spea&er while listening. While listening0 always ma&e notes of important points. %lways as& for clarification if you have failed to grasp others4 point

of view.

!epeat what the spea&er has said to chec& whether you have

understood accurately.

ESSENTIALS O( CO /ON2Ts
of people.
Do not spea( too fast or too slow.

"NICATION

Do not instantly react and mutter something in anger. Do not use technical terms ; terminologies not understood by ma!ority

Do not assume that everybody understands you. 4hile listening do not glance here and there as it might distract the

spea(er.
Do not interrupt the spea(er. Do not !ump to conclusions.

Commu!icatio! St les
Passive ii. %ggressive iii. Passive#%ggressive iv. %ssertive
i.

()''IVE CO**+,IC)-IO, is a style in which

individuals avoide e$pressing their opinions or feelings0 protecting their rights0 and identifying and meeting their needs. )ow self#esteem These individuals believe5 6"4m not worth ta&ing care of.7

)../E''IVE CO**+,IC)-IO, 0)C1 is a

style in which individuals e$press their feelings and opinions and advocate for their needs in a way that violates the rights of others. %ggressive communicators are verbally and1or physically abusive. %C is born of low self#esteem 8often caused by past physical and1or emotional abuse90 unhealed emotional wounds0 and feelings of powerlessness.

()''IVE!)../E''IVE CO**+,IC)-IO, is

a style in which individuals appear passive on the surface but are really acting out anger in a subtle0 indirect0 or behind#the#scenes way. Prisoners of War 8POWs9 often act in passive# aggressive ways to deal with lac& of power. POWs may try to secretly sabotage the prison0 ma&e fun of the enemy0 or (uietly disrupt the system while smiling and appearing cooperative.

)''E/-IVE CO**+,IC)-IO, is a style in

which individuals clearly state their opinions and feelings0 and firmly advocate for their rights and needs without violating the rights of others. High self#esteem. These individuals value themselves0 their time0 and their emotional0 spiritual0 and physical needs and are strong advocates for themselves while being very respectful of the rights of others.

C2)/)C-E/I'-IC' OF V)/IO+' CO**+,IC)-IO, '-#3E'

PASSI(E+ fail to assert for t$emsel"es

allow others to deliberately or inadvertently infringe on

their rights fail to e$press their feelings0 needs0 or opinions tend to spea& softly or apologetically e$hibit poor eye contact and slumped body posture

A))RESSI(E+ tr to domi!ate ot$ers

use humiliation to control others critici*e0 blame0 or attac& others be very impulsive have low frustration tolerance spea& in a loud0 demanding0 and overbearing voice act threateningly and rudely do not listen well1interrupt fre(uently ,se 6you7 statements have piercing eye contact and an overbearing posture

PASSI(E+A))RESSI(E mutter to t$emsel"es rat$er t$a! co!fro!t t$e #erso! or issue

have difficulty ac&nowledging their anger use facial e$pressions that don:t match how they feel # i.e.0

smiling when angry use sarcasm deny there is a problem appear cooperative while purposely doing things to annoy and disrupt use subtle sabotage to get even

Asserti"e, e%#ress feeli!-s clearl . a##ro#riatel . a!d res#ectfull

use 6"7 statements communicate respect for others listen well without interrupting feel in control of self have good eye contact spea& in a calm and clear tone of voice have a rela$ed body posture feel connected to others feel competent and in control not allow others to abuse or manipulate them stand up for their rights

Thanks

Questions?