m What do you think communication is?

How
would you define it?
m ommunication is defined as the interchange
of thoughts or opinions through shared
symbols; e.g. language, words, phrases
m áhere are four facets in all types of
communication:
d {ender
d Receiver
d Information
d Behaviour








1.
Sender
has idea









1.
Sender
has idea









1. 3.
Sender Sender
has idea encodes
idea in
message









1. 3.
Sender Sender
has idea encodes
idea in
message









1. 3. 3.
Sender Sender Message
has idea encodes travels
idea in over
message channel









1. 3. 3.
Sender Sender Message
has idea encodes travels
idea in over
message channel









1. 3. 3. 4.
Sender Sender Message Receiver
has idea encodes travels decodes
idea in over message
message channel









1. 3. 3. 4.
Sender Sender Message Receiver
has idea encodes travels decodes
idea in over message
message channel









 5.
Feedback travels
to sender

1. 3. 3. 4.
Sender Sender Message Receiver
has idea encodes travels decodes
idea in over message
message channel









 5.
Feedback travels
to sender

1. 3. 3. 4.
Sender Sender Message Receiver
has idea encodes travels decodes
idea in over message
message channel









 5.
Feedback travels
to sender

1. 3. 3. 4.
Sender Sender Message Receiver
has idea encodes travels decodes
idea in over message
message channel









 5.
Feedback travels
to sender

1. 3. 3. 4.
Sender Sender Message Receiver
has idea encodes travels decodes
idea in over message
message channel



6.

Possible additional 
feedback to receiver 



 5.
Feedback travels
to sender

1. 3. 3. 4.
Sender Sender Message Receiver
has idea encodes travels decodes
idea in over message
message channel



6.

Possible additional 
feedback to receiver 












 ½







Ànformation
½rom advertising campaigns to job
interviews or brochures to newspaper á
listings, it¶s all the same: someone needs to
get a message across to someone else.
People
ould be your staff, your clients, your mum
and dad. Whoever needs to be given the
message, as long as the message is
relevant.
 Factors Affecting
Communication
áime
áiming is simply picking the best moment to pass on
the message.
Format
áhink about who you¶re passing the message onto
and then ask yourself what the best way is to tell
them. An email or a letter? Or maybe a short video or
radio ad?
Channel
½ace to face or over the phone? an it be done
online? áhe channel is what delivers the message.
m We communicate and build interpersonal
relationships through:
d {peech
d Writing
d Listening
d Non-verbal language
d Music, art, and crafts
m ^epending upon the situation, one method
of communication may be better than
another.
d In person: one-to-one
d In person: meetings, small groups
d In person: presentations, large groups
d Letter
d Memo
d Note
d Email
d oice mail
m ^epending upon the situation, one method
of communication may be better than
another.
d In person: one-to-one
d In person: meetings, small groups
d In person: presentations, large groups
d Letter
d Memo
d Note
d Email
d oice mail
m Many people think that communicating is easy.
m It is after all something we've done all our lives.
m áhere is some truth in this simplistic view.
m What makes it complex, difficult, and frustrating
are the barriers we put in the way.
m What are barriers to communication that exist in
any work setting?
 Ô


  

áhe barriers in the workplace can be
‡Marked out territories, empires and fiefdoms into
which strangers are not allowed

‡losed office doors, barrier screens, separate

areas for people of different status

‡Large working areas or working in one unit that

is physically separate from others.
One of the chief barriers to open and free
communications is the emotional barrier. It mainly
comprises of fear, mistrust and suspicion.

many people hold back from communicating their

thoughts and feelings to others.

While some caution may be wise in certain relationships,

excessive fear of what others might think of us can stunt
our development as effective communicators and our
ability to form meaningful relationships.
m áhe problem with communicating with others is
that we all see the world differently. If we
didn't, we would have no need to communicate,
something like extrasensory perception would
take its place.
m our thoughts, assumptions and perceptions
shape our own realities:
‡When we join a group and wish to remain in it, sooner
or later we need to adopt the behaviour patterns of
the group. áhese are the behaviours that the group
accept as signs of belonging.

‡áhe group rewards such behaviour through acts of

recognition, approval and inclusion. In groups which
are happy to accept you, and where you are happy to
conform, there is a mutuality of interest and a high
level of win-win contact.

‡Where, however, there are barriers to your

membership of a group, a high level of game-playing
replaces good communication.
‡Language that describes what we want to say
in our terms may present barriers to others who
are not familiar with our expressions, buzz-
words and jargon.
‡When we couch our communication in such
language, it is a way of excluding others.
‡ In a global market place the greatest
compliment we can pay another person is to
talk in their language.
.
‡áhere are distinct differences between the speech
patterns in a man and those in a woman. A woman
speaks between 22,000 and 25,000 words a day
whereas a man speaks between 7,000 and 10,000.

‡áhis means that a man talks in a linear, logical and

compartmentalised way, features of left-brain thinking;
whereas a woman talks more freely mixing logic and
emotion, features of both sides of the brain. It also
explains why women talk for much longer than men
each day.
áhere are six levels at which people can distance
themselves from one another:

‡6
 is an absence of interpersonal contact.

‡ 

are meaningless, repetitive routines devoid of real contact.

‡ 


fill up time with others in superficial activities.

‡ 6  


are those tasks which follow the rules and
procedures of contact but no more.
‡ 
are subtle, manipulative interactions which are about
winning and losing.
m ommunication climate
m ontext and setting
m Background, experiences
m Knowledge, mood
m alues, beliefs, culture


 
m losed communication climate
m áop-heavy organizational structure
m Long lines of communication
m Lack of trust between management and
employees
m ompetition for power, status, rewards 








m ½ear of reprisal for honest communication
m ^iffering frames of reference among
communicators
m Lack of communication skills
m Ego involvement









m Realize that communication is imperfect.

m Adapt the message to the receiver.
m Improve your language and listening skills.
m Question your preconceptions.
m Plan for feedback.









































































 Message Amount of message
written by board of directors 100%










 Message Amount of message
written by board of directors 100%
received by vice-president 63%










 Message Amount of message

written by board of directors 100%
received by vice-president 63%
received by general supervisor 56%










 Message Amount of message
written by board of directors 100%
received by vice-president 63%
received by general supervisor 56%
received by plant manager 40%










 Message Amount of message
written by board of directors 100%
received by vice-president 63%
received by general supervisor 56%
received by plant manager 40%
received by team leader 30% 








 Message Amount of message
written by board of directors 100%
received by vice-president 63%
received by general supervisor 56%
received by plant manager 40%
received by team leader 30% 


received by worker 20% 





m Encourage open environment for interaction
and feedback.
m ½latten the organizational structure.
m Promote horizontal communication.
m Provide sufficient information through formal
channels. 








Paraverbal communication refers to the
messages that we transmit through the tone,
pitch, and pacing of our voices. It is  



  not 


 










1. Account for about 38% of what is perceived and
understood by others.

2. Include the tone, pitch, and pacing of our voice

á 
  




In all of our communications we want to strive to send 


consistent verbal, paraverbal and nonverbal 
messages. When our messages are inconsistent, the 
listener may become confused 






  
  !  "  
  



 

‡Non-verbalcommunication consists of all the

messages other than words that are used in
communication.

‡ In oral communication, these symbolic

messages are transferred by means of
intonation, tone of voice, vocally produced
noises, body posture, body gestures, facial
expressions or pauses
‡ Eye contact
‡ ½acial expression
‡ Posture and gestures
‡ Appearance of people 







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‡Intonation is the way that the sender¶s pitch of voice rises and
falls when speaking.

‡ In the first case, the voice rises at the end of the phrase or the
sentence and in the second case, it falls. At the same time,
intonation indicates the end of an entity of information, which ±
in written communication ± is shown by means of a comma,
semicolon, point, exclamation mark or question mark.

‡Another function of intonation is to lay emphasis on a particular

word or idea, a detail that the interpreter must not fail to be
aware of.
‡áhe tone of voice is a means by which
the speaker implies his or her attitude to
the message.

‡Itis also a means by which he seeks a

reaction from the hearer.

‡Other examples of tone of voice are:

aggressive, critical, nervous,
disappointed, monotonous, friendly,
enthusiastic, vivid, persuasive, etc.
‡Body posture is the bearing or the position of
the speaker¶s body.

‡It is a more or less stable state and thus not

to be confused with body gestures which are
movements.
‡ A body gesture is a movement made with a
limb, especially the hands, to express, confirm,
emphasize or back up the speaker¶s attitude or
intention.
‡áhis non-verbal activity is regularly used in oral
discourse.

‡ Body gestures are always perceived and

interpreted together with facial expressions.
‡½acial expressions are dynamic features which
communicate the speaker¶s attitude, emotions, intentions,
and so on.
‡áhe face is the primary source of emotions.

‡Examples are: a smile, frown, raised eyebrow, yawn or

sneer.
‡Eye movement is a key part of facial behaviour because
the eyes are invariably involved in facial displays.
m A. Lowered eyebrows, that
are pulled together to
form wrinkles in the skin
of the forehead (glabella);
tensed and straightened
lower eyelids, and
tension in lips and mouth
characterize the anger
expression. áhe boy
above has pressed lips
with a slight pushing up
of the chinboss.


m ^isregarding the gum,
this image shows a natural-
looking surprise expression.
áhe eyebrows are slightly
raised straight up, making
faint horizontal wrinkles on
the forehead, the upper
eyelid is raised slightly, the
mouth is opened by the jaw
drop, and the lips are
relaxed.


m áhis portrayal captures the
essential actions of one
kind of disgust expression:
a wrinkled nose with the
eyebrows pulled down and
the upper lip drawn up, the
lower eyelid is tensed and
the eye opening narrowed.
áhe pressing of the lips and
raising of the upper eyelids
are relevant to an anger
expression; whereas the
mouth would be open and
the upper eyelids relaxed
in the typical disgust
expression. Her turn of the
head to the left is consistent
with a disgust expression, and
with avoiding something

m áhe crying baby face

shows elements of the
sad expression: narrowed
eyes and raised cheeks,
eyebrows pulled
together, lip corners
pulled down, chin boss
pushed up, but also
includes lateral lip
stretching and has no
raising of the eyebrows in
the center of the forehead


m ½rom infancy to old age,
smiling is a stable indicator
of a happy emotion in the
images . Each happy
expression shows signs
of actual joy.


m Nonverbal communication, known as ³body
language´ sends strong positive and negative
signals. áhis is how much it influences any
message:

Words 8%
áone of voice 34%
Non-verbal cues 58%
Message 100%
 Which way is the bus below travelling?
áo the left or to the right?


  



 
   

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 Primary school children were shown this picture and
asked the same question.

90% of them gave this answer:

"áhe bus is travelling to the right.."

When asked, "Why do you think the bus is travelling to

the right?"

áhey answered:

"Because you can't see the door to get on the bus."

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 Cross Culture Communication

Àntercultural Communication is the process of

sending and receiving messages between people
whose cultural background could lead them to
interpret verbal and non-verbal signs differently.
 6hy Cross Culture
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m Respecting ^ifferences and Working áogether
m nderstanding Body Language

nited States of America

‡Americans tend to refrain from greetings that involve hugging and
other close physical contact.
‡6hen sitting, .S. citizens often look very relaxed. áhey may
sometimes sit with the ankle of one leg on their knee.
Arab Countries
‡áhe left hand is considered unclean in the Arab countries.
‡6hen sitting, keep both feet on the ground.
‡áhe "thumbs up" sign is offensive throughout the Arab world.
South Korea
‡×ows are used for expressing appreciation, making apologies and
requests, as well as for greetings and farewells.
‡6hen the Japanese want to give the impression that they are in deep
thought, they will sometimes fold their arms.
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