MANAGEMENT (10)

Communication and
Information

Ctlina RADU, MBA, PhD.

Bucharest University of Economic Studies

Communication and Information

Proposed Quotes (1)

GROUP 917: We
We cannot decide on a single quote,
quote it was
a tie in the voting process ::--)
Constantly talking
isn't necessarily communicating" - Charlie Kaufman
"The single biggest problem in communication is the
illusion that it has taken place"place"- George Bernard Shaw
GROUP 918: "The most important thing in

communication
i ti is
i hearing
h i what
h t isn't
i 't said."
id " - Peter
P t

Drucker (sent two weeks ago, before discussing about

leadership; it was just a luck I remembered their mistake
at that course)

GROUPS 919 & 921: -

Communication and Information

Proposed Quotes (2)

GROUP 920: "The most important thing in

communication is hearing what isn't said." - Peter
Drucker

GROUP 922: "The two

words <information> and <communication> are

often used interchangeably, but they signify quite
different things. Information is giving out;
communication is getting through." - Sydney Harris

What is Communication?
Communication?

Communication = A process of sending and

receiving messages with attached meaning.
Effective communication -> the accuracy of
communication
Efficient communication
comm nication -> the cost of
communication
Effectiveness does not guarantee efficiency
or vicevice-versa.

The Communication Process

(1)

The Communication Process

(2)

Sender: an individual, a group or a

Sender:
company/organiza
company/
organization
tion interested
interested in
communicating something to the other part;
part;
Encoding:: the process of transforming the
Encoding
message from an idea into a symbol that
can
ca be ttransmitted;
a s tted;
Message: the actual product from the
source that conveys some purpose;
Channel:: the medium through which the
Channel
message travels (i.e.:
i.e.: sounds);
sounds);

The Communication Process

(3)

Decoding:: the process through which the

Decoding
receiver interprets the symbols;
symbols;
Receiver
Rece
iver:: an individual, a group or a
company/organiza
company/
organization
tion that decodes the
message,, makes some effort for
message
understanding
g and responding;
responding
p
g;
g;
Feedback: the receivers response to the
message;;
message
Noise:: any interference with the
Noise
transmission of the message.

The Message

KISS (Keep It Short and Simple)

Example
Ex
ample Philip
Philip II of Macedon and Sparta

Types of Communication (1)

Network:
Network:
- formal communication
communication;;
- informal communication
communication:: faster, but the
information may be distorted and filtering may
appear..
appear
Direction:
Direction:
- downward communication (i.e.:
i.e.: directions);
directions);
- upward communication (i.e.:
i.e.: rreports
eports);
);
- horizontal or lateral communication
communication;;
- crosswise communication.
communication.

Types of Communication (2)

One-way versus Two

OneTwo--way
- one way communication (only from the
sender to the receiver; absence of feedback
feedback));
- two way communication (feedback
included).
Two-way communication is
Twois:: (1) more
accurate; (2) more effective; (3) more costly;
(4) more timetime-consuming.

Nonverbal Communication

Nonverbal Communication = all elements of

communication that do not involve words
Four basic types:
Proxemics - an individuals perception and use of
space
Kinesics - study of body movements, including
posture
Facial and eye behavior - movements that add
cues to the receiver
Paralanguage - variations in speech, such as
loudness, tempo, tone, duration, laughing, crying

Barriers to Effective
Communication (1)

Physical distractions (most wellwell-known type

of noise)
Filtering = the deliberate manipulation of
information aimed at affecting the message
sent to the receiver (generally in order to
make
k iit more favorable
f
bl to the
h receiver);
receiver)
i );
Selective perception;
perception;
Information overload;
overload;

Barriers to Effective
Communication (2)

Emotions;
Emotions;
Language semantic problems;
National culture;
Absence of feedback;
Status effects;
Mixed messages (words versus body
language)

Key Communication Skills

Listening skills;
Feedback skills;
Presentation skills
skills.

Basic Communication Skills

Profile

Active Listening

A ti listening
Active
li t i = communication
i ti technique
t h i
that requires the listener to feedback what
they hear to the speaker, by way of restating
or paraphrasing what they have heard in their
own words, to confirm what they have heard
and moreover,
moreover to confirm the understanding
of both parties.
HEARING < LISTENING < ACTIVE LISTENING

Listening Skills Fallacies

about Listening

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
h listening
l
to a speaker
k
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, stereoself
stereo-type)

Feedback Skills

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

Presentation Skills

Preparation / planning is the first step and it

is very important.
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)

*** QUOTES ABOUT OUR COURSE ***

Lets look again!

10

Communication and Information

- Comment on Mistakes

GROUP 917: We
We cannot decide on a single quote,
quote it was
a tie in the voting process ::--)
Constantly talking
isn't necessarily communicating" - Charlie Kaufman
"The single biggest problem in communication is the
illusion that it has taken place"place"- George Bernard Shaw
GROUP 918: "The most important thing in

communication
i ti is
i hearing
h i what
h t isn't
i 't said."
id " - Peter
P t

Drucker (sent two weeks ago, before discussing about

leadership; it was just a luck I remembered their mistake
at that course)

GROUPS 919 & 921: -

THANK YOU.
and
and

?
11