Communication

Overview

 Functions of Communication
 The Communication Process
 Communication Fundamentals
 Key Communication Skills
Functions of Communication

 Control
 Motivation
 Emotional Expression
 Information
 The Communication Process

Sender Message Encoding Channel Receiver Decoding Message

Feedback
 Types of communication
On the basis of On the basis of On the basis of
organizational direction way of
structure expression

Formal Informal
(grapevine)

Vertical Horizontal Diagonal

Upward Downward

Oral Gesture Written

Formal Communication Networks

CHAIN WHEEL ALL CHANNELS

Formal Communication Networks

CIRCULAR INVERTED V
Informal Communication Networks

Single strand Gossip Probability Cluster

Communication Fundamentals
Direction:
 Downward
 Upward
 Lateral/Horizontal

Networks: Formal vs. Informal

 Formal: deliberately created, officially prescribed path for flow of
communication between the various positions in the organization.
 Informal: Also known as grapevine ,is the result of the operation of social
forces at workplace.
Characteristics of GRAPEVINE:
1. It is not controlled by the management
2. It is believed to be more believable and reliable
3. It is largely used to serve the self interest of the people within it.
 Advantages of Grapevine Communication
 Grapevine channels carry information rapidly. As soon as an
employee gets to know some confidential information, he
becomes inquisitive and passes the details then to his closest
friend who in turn passes it to other. Thus, it spreads hastily.
 The managers get to know the reactions of their
subordinates on their policies. Thus, the feedback obtained is
quick compared to formal channel of communication.
 The grapevine creates a sense of unity among the employees
who share and discuss their views with each other. Thus,
grapevine helps in developing group cohesiveness.
 The grapevine serves as an emotional supportive value.
 The grapevine is a supplement in those cases where formal
communication does not work.
Disadvantages of Grapevine Communication
 The grapevine carries partial information at times as it is
more based on rumours. Thus, it does not clearly depicts the
complete state of affairs.
 The grapevine is not trustworthy always as it does not follows
official path of communication and is spread more by gossips
and unconfirmed report.
 The productivity of employees may be hampered as they
spend more time talking rather than working.
 The grapevine leads to making hostility against the
executives.
 The grapevine may hamper the goodwill of the organization
as it may carry false negative information about the high level
people of the organization.
A smart manager should take care of all
the disadvantages of the grapevine and
try to minimize them. At the same time,
he should make best possible use of
advantages of grapevine.
Barriers to Effective Communication

1.Filtering:A sender’s manipulation of information so that it will

be seen more favorably by the receiver.

2.Selective Perception: receiver’s selectivity based on

their expectations, interests, needs&other personal characteristics.

3.Information overload:When the information we have to

work with exceeds our processing capacity ,the result is
information overload.
4.Emotions: Interpretation of the of the information is
influenced by the feelings of the reciever at the time of
communication.

5.Language: Words mean different things to different

people.
6.Communication Apprehension: An estimated 5-
20% of the population suffer from deliberating
communication apprehension or anxiety-They dread to
speak in front of others,experience undue tension and
anxiety in oral
Barriers to Effective Communication
 Semantic barriers:The obstructions that come
in the process of encoding and decoding the
message.
1. Different language
2. Word & symbol have different meaning
3. Pictures without explanation
4. Gestures can be misunderstood
5. Use of wrong words
 Emotional and psychological barriers-
these arise from motives attitudes ,
sentiments , emotions , social values of
participants etc.
1. Absent mindedness
2. Distrust
3. Loss during transmission and poor
retention
4. Failure to communicate
 Physical barriers:
1. Noise
2. Improper time
3. Distance
 Organizational barriers:
1. Organizational policies
2. Rules and regulations
3. Structure
4. Lack of facilities
5. Wrong choice of channel
 Personal barriers:
A. Barriers of superiors
1. Attitude
2. Fear of challenge
3. Under estimation
4. Ignoring the juniors
5. Insistence on following the proper channel

B. Barriers in subordinates:
1. Unwillingness to communicate
2. Lack of proper incentive

C. Egotism
D. Selective perception
 Socio Psychological barriers:
1. Attitude
2. Closed minds
3. Status consciousness
 Cultural Barriers
Key Communication Skills
 Listening Skills
 Feedback Skills
 Presentation skills
 Basic Communication Skills
Profile
________________________________________________
Communication Order Learned Extent Used Extent Taught
____________________________________________

Listening First First Fourth

Speaking Second Second Third
Reading Third Third Second
Writing Fourth Fourth First
Meaning

 Listening Is With The Mind

 Hearing With The Senses
 Listening Is Conscious.
 An Active Process Of Eliciting Information
 Ideas, Attitudes And Emotions
 Interpersonal, Oral Exchange
Fallacies about Listening
 Listening is not my problem!
 Listening and hearing are the same
 Good readers are good listeners
 Smarter people are better listeners
 Listening improves with age
 Learning not to listen
 Thinking about what we are going to say rather than listening to a
speaker
 Talking when we should be listening
 Hearing what we expect to hear rather than what is actually said
 Not paying attention
( preoccupation, prejudice, self-centeredness, stero-type)
 Listening skills are difficult to learn
Stages of the Listening Process

 Hearing
 Focusing on the message
 Comprehending and interpreting
 Analyzing and Evaluating
 Responding
 Remembering
Barriers to Active Listening

 Environmental barriers
 Physiological barriers
 Psychological barriers
 Selective Listening
 Negative Listening Attitudes
 Personal Reactions
 Poor Motivation
How to Be an Effective Listener
 What You Think about Listening ?
 Understand the complexities of listening
 Prepare to listen
 Adjust to the situation
 Focus on ideas or key points
 Capitalize on the speed differential
 Organize material for learning
How to Be an Effective Listener
(cont.)

 What You Feel about Listening ?

 Want to listen
 Delay judgment
 Admit your biases
 Don’t tune out “dry” subjects
 Accept responsibility for understanding
 Encourage others to talk
How to Be an Effective Listener
(cont.)

 What You Do about Listening ?

 Establish eye contact with the speaker
 Take notes effectively
 Be a physically involved listener
 Avoid negative mannerisms
 Exercise your listening muscles
 Follow the Golden Rule
Feedback Skills

 Positive vs. Negative Feedback

 Positive feedback is more readily and accurately
perceived than negative feedback
 Positive feedback fits what most people wish to hear and
already believe about themselves
 Negative feedback is most likely to be accepted when it
comes from a credible source if it is objective in form
 Subjective impressions carry weight only when they
come from a person with high status and credibility
Developing Effective Feedback Skills

 Focus on specific behaviours

 Keep feedback impersonal
 Keep feedback goal oriented
 Make feedback well timed
 Ensure understanding
 Direct feedback toward behaviour that is
controllable by the recipient
Group Think

 Phenomena in which the norm for

consensus overrides the realistic appraisal
of alternative course of action
Presentation Skills
Ideas, concepts or issues talked about or spoken
to a group or audience

Public speaking is one of the most feared things

“I could make such a fool of myself”

Skills required to give a good presentation can be

developed
Preparation is the Key
 Presentation Skills
 Preparation/ Planning is the first step on the ladder
to success

 Aspects in the development of a good presentation

 Self Centered (Self)
 Audience Centered (Audience)
 Subject Centered (Material)

“I want (who) to (what) (where, when and how)

because (why)”
Presentation Skills

 Helpers

What do you want to present (content)?

Why do you want to present (purpose)?
Where will you be presenting (place)?
How do you want to present (words to be used or
not, slides to be used)
Who is your audience?
 Presentation Skills
 Preparation: Audience Analysis

 What is the audience interested in

 What does the audience want
 What does the audience already know and needs
to know
 What are their needs, expectations from this
presentation
 How will the audience benefit from this
presentation
Presentation Skills
 Structure the content in line with the
audience’s needs
 What do you want to tell the audience?
 What is your objective?
 Prepare keeping in mind the time allotted
 Anticipate the questions and prepare
 Collect material from a variety of sources
 Arrange points logically and sequentially
 Prepare handouts as well
Presentation Skills
 Structuring the presentation
2 to 2.5 mins--- opening/beginning
20 to 21 mins--- middle section
2 to 3 mins --- closing/end
5 mins --- questions
 Presentation Skills

The Begining
 Should be carefully designed
 Get attention
- shock, humour, question, story, facts
&figures
- well rehearsed yet natural
 Motivate audience to listen
- listen to their needs
 Presentation Skills

Preparation – Structure
 Sequence should be logical &
understandable
 Interim summaries- Recaps
 Value of visual aids-flip charts, handouts etc.
 Presentation Skills

Prepare Closing
 Last 2 to 2.5 minutes are as critical as the
first five minutes for a successful
presentation
 Summarize- highlight important points
 Suggest action- what to do and when, where
and how to do it
 Presentation Skills

Stage Fright
 Everyone has it to some degree
 Can be used constructively
 Key issue is not elimination of fear

Instead channel the energy it generates for

an effective presentation
 Presentation Skills
Effective Delivery
 Be active - move
 Be purposeful - controlled gestures
 Variations – vocal (pitch, volume, rate)
 Be natural
 Be direct – don’t just talk in front of the
audience talk to them
 Group Facilitation
Verbal Communication- barriers
 Speaking too fast
 Using jargon
 Tone and content
 Complicated or ambiguous language
 Not questioning
 Physical State of the audience
 Presentation Skills

Sensitivity to the audience

 “see” the audience

 Take non-verbal feedback

-congruent and incongruent body language

 Modify to meet audience needs
 Don’t just make it as a presentation
 Presentation Skills

Handling Questions

 Do not get confused

 You are not supposed to know everything
 Anticipate and keep answers ready
 Sometime questions themselves give you a
lead to highlight your point of view
 Presentation Skills
Visual Aids
 While using a over head projector face the
audience while talking
 Point with a pen
 Appropriate lighting
 Watch the colours
 Ensure clear visibility
 10 lines, 10 words per line
 Presentation Skills

So to conclude :
Always prepare
Channelize you fear
Interact with your audience