COMMUNICATION IN ORGANISATION

COMMUNICATION
COMMUNICATION IS THE FUNDAMENTAL PROCESS OF SOCIETY

THE EXCHANGE OF INFORMATION AND THE TRANSMISSION OF

MEANING -- IS THE VERY ESSENCE OF A SOCIAL SYSTEM OR AN
ORGANIZATION
IT IS THE TRANSFORMATION OF INFORMATION FROM THE SENDER TO
THE RECEIVER WITH THE INFORMATION BEING UNDERSTOOD BY THE
RECEIVER

COMMUNICATION REFERS TO SHARING OF IDEAS, FACTS,

OPINIONS, INFORMATION AND UNDERSTANDING. SIMPLY STATED,
COMMUNICATION CAN BE SAID TO BE THE PASSING OF
INFORMATION AND UNDERSTANDING FROM ONE PERSON TO
ANOTHER.
 WHY IS COMMUNICATION NEEDED?
 WORK / TASK TO BE DONE

 OBJECTIVES TO BE ACHIEVED / ALIGNING

EMPLOYEES TO ORGANISATIONAL GOALS

 SPREADING AWARENESS OF COMPANY

POLICIES & PRACTICES

 CONVEY FEELINGS

 TO BE IN TOUCH / NETWORKING
 Communication Goals
To change behavior

To get and give To get action / to have

Information the work done

To emote

To persuade To ensure understanding

 Critical success factor for life

The majority of our perceived

ability comes from how we
communicate 30% What you know

70% How you

communicate it
Most common ways to communicate

Writing
Shannon and Weaver's Communication Model

SENDER RECEIVER

an encoder, a message, a channel, a decoder

 The Communication Process

SENDER RECEIVER
Message Encoding Channel Message Message
to be sent message received decoding

NOISE

FEEDBACK
 COMMUNICATION PROCESS -
SENDER RECEIVER
MESSAGE

FEEDBACK
BARRIERS / INTERRUPTIONS:
 PHYSICAL
 PSYCHOLOGICAL
 SEMANTIC
Communication
Communication is the process of sending and
receiving information among people…
Feedback

receiver sender

SENDER RECEIVER
Messages not delivered due to “distortion”

Feedback

Sender Receiver

Distortion
PSYCHOLOGICAL BARRIERS:

ZONE OF COMFORT –

PERCEPTIONS / PREDISPOSITIONS -

STEROTYPING –

EGO DEFENSIVE –
 What causes distortion?
 Speaker  Listener
 Language  Perceptions
 Wordiness  Preconceived
 Semantics notions/expectations
 Emotions  Physical hearing problem
 Inflections  Speed of thought
 Personal interests
 Emotions
 Attention span
 No active listening!
LISTENING
 LISTENING

GESTURES &
EXPRESSIONS VOICES VOICES

55% 38% WORDS

GESTURES &
WORDS EXPRESSIONS

7%
 Listening is needed everywhere…

 Listening skills form the basis of:

 Continued learning
 Teamwork skills
 Management skills
 Negotiation skills
 Emotional intelligence
 … But not practised effectively

 70% of all communication is

 Misunderstood
 Misinterpreted
 Rejected
 Distorted
 Not heard
How to be an active listener
 Set the stage
 Choose an appropriate physical environment
 Remove distractions
 Be open and accessible
 Maintain relaxed, open posture that shows concentration
 Ensure mutual understanding
 Reflect feelings
 Offer acknowledgements (say “uh-huh”)
 Paraphrase main ideas
 Interrupt to clarify
 Confirm next steps
How to be an active listener
 Understand body language
 Observe position and posturing
 Make eye contact
 Consider expression and gestures
 Suspend judgment
 Concentrate
 Keep an open mind
 Hear the person out
 Do not react to emotive words
Blocks of Active Listening
 Behaviors that hinder effective listening
 Act distracted (look at your watch!)
 Tell your own story without acknowledging theirs
 Give no response
 Interrupt
 Criticize
 Diagnose what was said
 Give advice/solutions quickly
 Change the subject
 Reassure without acknowledgment
Techniques to improve listening skills

SUMMARIZE
PARAPHRASE
Pull together
Restate what was the main points
said in your own of a speaker
words

QUESTION

Challenge speaker
to think further,
clarifying both your
and their
understanding
STEPS IN EFFECTIVE COMMUNICATION :
 LISTEN ACTIVELY AND ATTENTIVELY
 BE CLEAR IN IDEAS TO COMMUNICATE
 PRACTICE EFFECTIVE COMMUNICATION
 COMMUNICATE TO MAKE YOUR POINT
 BE PRECISE ( KISS)
 TALK WHEN YOU MUST (ADD VALUE)
 GENERATE INTEREST (UNDERSTAND CUES)
 KNOW YOUR CUSTOMER / AUDIENCE : CATER
TO THEIR NEEDS WHILE COMMUNICATING
 BE SIMPLE, DIRECT AND HONEST
 LISTEN ...