What is Communication?

Communication

 comes from the Latin word "communicare” (meaning to share) and “communis” (meaning
common)
 Activity of conveying information through the exchange of thoughts, messages, or
information, as by speech, visuals, signals, writing, or behavior.
 Communication requires a sender, a message, and a recipient.

Communication requires that the communicating parties share an area of communicative

commonality. The communication process is complete once the receiver has understood the
message of the sender.

FORMS OF COMMUNICATION

VERBAL COMMUNICATION

 Verbal communication includes sounds, words, language and speaking

NON-VERBAL COMMUNICATION

 Non-verbal communication involves physical ways of communication, like, tone of the voice,
touch, smell and body motion

WRITTEN COMMUNICATION

 the process of conveying a message through the written symbols.

Studies Have Shown That...

7% of what we communicate is based on vocabulary.

38% of what we communicate is based on voice inflections

55% of what we communicate is based on nonverbal behaviors.

Business Communication

 Is communication that promotes a product, service, or organization

 relays information within a business
 functions as an official statement from a company.

Business Communication encompasses such topics as

 Marketing  Customer Relations Consumer

 Brand Management Behavior
 Advertising
  Public Relations Corporate  Reputation Management
Communication Interpersonal Communication
 Community Engagement  Employee Engagement
 Event Management

Elements of Communication

 Sender/Source
o The person who initiates a message
 Receiver
o The person to whom a message is directed
 Message
o The verbal and/or nonverbal content that must be encoded by the sender and
decoded by the receiver
 Channel
o The medium by which the message is delivered and received
 Noise | Barrier
o Anything that interferes with the accurate expression or reception of a message
 Context | Field of Experience
o The setting and situation in which communication takes place
 Feedback
o A response from the receiver indicating whether a message has been received in its
intended form

EXAMPLES OF ENCODING AND DECODING

Encoding

 Writing
 Speaking
 Display/Signing

Channel

 Any writing material (paper, boards, etc.)

 On air, through phone, etc.
 Space, screen, etc.

Decoding

 Reading Listening/Hearing Watching

Communication: The Basics

COMMUNICATION IS MUCH MORE OF AN ART THAN A SCIENCE

Oral Communication

 Oral communication is the process of verbally transmitting information and ideas from one
individual or group to another.
o TYPES OF ORAL COMMUNICATION
 Pronunciation
 Oral Presentation
 Negotiation
 Discussion
 Interpersonal Communication
 Impromptu Speech
 Public Speech

3 LEVELS OF COMMUNICATION

 Nonverbal Behavior
 Voice Inflections
 Vocabulary

3 Key Elements of Oral Communication

Knowledge and Clarity

 Slow down your speech and pronounce words clearly and correctly.
 Adjust the volume of your voice to your audience.
 Organize your thoughts and ideas before speaking (e.g. write notes on what you want to
say).
 Ask questions until you are sure you understand what is being said.
 Be specific when asking questions and giving answers.
 Take notes to help remember what is being communicated.
 When presenting, write down key points or phrases to help remember your presentation.
Look at your notes, but do not read your notes for an extended length of time.
 Use common words rather than technical terms or acronyms to communicate.

Attentive Listening

 Do not interrupt when someone else is speaking.

 Concentrate on the speaker’s message and resist distractions in order to focus your
attention on listening.
 Respond non-verbally to show understanding and interest when communicating (e.g.
nodding your head, smiling, etc.).
 Make eye contact when listening or talking to people.
 Avoid jumping to conclusions when listening to others; keep an open mind to others’ ideas
and do not stop listening if you disagree.
Expressive Speech

 Tailor your conversation or message to your audience

 Use different approaches when communicating an important message (e.g. diagrams,
personal examples, etc.).
 Vary your pitch, tone and volume to emphasize key words or sentences.

The Listening Dilemma

 We speak at a rate of about 150 words per minute (wpm).

 But we can hear at a rate of about 1,000 wpm.
 This gives us a lot of extra time!
 What do we do with this time?

Listening Tips

 Paraphrase the message to the speaker in order to confirm your understanding.

 Repeat the message to help you remember what was said.
 Probe for missing information.
 Clarify any points that you might not completely understand.
 Remember the important points of the message for future application.

CROSS-CULTURAL COMMUNICATION

 field of study that looks at how people from differing cultural backgrounds communicate, in
similar and different ways among themselves, and how they endeavor to communicate
across cultures

ASPECTS OF CROSS-CULTURAL COMMUNICATION

 Low Context Cultures

 High Context Cultures

HIGH CONTEXT CULTURES

 high-context culture relies on implicit communication and nonverbal cues. In high-context

communication, a message cannot be understood without a great deal of background
information.
 Asian, African, Arab, central European and Latin American cultures are generally
considered to be high-context cultures.

LOW-CONTEXT CULTURES

 relies on explicit communication.

  in low-context communication, more of the information in a message is spelled out and
defined.
 Cultures with western European roots, such as the United States and Australia, are generally
considered to be low-context cultures.

High-context cultures often display the following tendencies, according to C.B. Halverson’s book
Cultural Context Inventory.

Association

 Relationships build slowly and depend on trust. Productivity depends on relationships and
the group process. An individual’s identity is rooted in groups (family, culture, work). Social
structure and authority are centralized.

Interaction

 Nonverbal elements such as voice tone, gestures, facial expression and eye movement are
significant. Verbal messages are indirect, and communication is seen as an art form or way
of engaging someone.

Territoriality

 Space is communal. People stand close to each other and share the same space.

Temporality

 Everything has its own time, and time is not easily scheduled. Change is slow, and time is a
process that belongs to others and nature.

Learning

 Multiple sources of information are used. Thinking proceeds from general to specific.
Learning occurs by observing others as they model or demonstrate and then practicing.
Groups are preferred, and accuracy is valued.

Low-context cultures often display the following tendencies, according to Halverson.

Association

 Relationships begin and end quickly. Productivity depends on procedures and paying
attention to the goal. The identity of individuals is rooted in themselves and their
accomplishments.

Interaction

 Nonverbal elements are not significant. Verbal messages are explicit, and communication is
seen as a way of exchanging information, ideas and opinions.

Territoriality

 Space is compartmentalized. Privacy is important, so people stand farther apart.

Temporality
  Events and tasks are scheduled and to be done at particular times. Change is fast, and time is
a commodity to be spent or saved. One’s time is one’s own.

Learning

 One source of information is used. Thinking proceeds from specific to general. Learning
occurs by following the explicit directions and explanations of others. Individual orientation
is preferred, and speed is valued.

Communication Dynamics in High and Low-Context Cultures

Cultural differences shape every aspect of global communication, says Forbes contributor
Carol Kinsey Goman. This helps explain why people in Japan (a high-context culture) prefer face-to-
face communication over electronic technology favored by other industrialized countries like the
United States, Canada, the United Kingdom and Germany (low-context cultures).

High-context cultures also prefer personal bonds and informal agreements over meticulously
worded legal documents. They “are looking for meaning and understanding in what is not said — in
body language, in silences and pauses, and in relationships and empathy,” Meanwhile, low-context
cultures “place emphasis on sending and receiving accurate messages directly, and by being precise
with spoken or written words,” she explains.

Important Points to Consider for Successful Cross-Cultural Communication

 Direct experience is the best way to begin to learn any culture.

 Differences can feel like a threat at first.
 We tend to overlook similarities and notice just the differences.
 Stereotyping due to overgeneralization is a common occurrence.
 Our own cultural identities are not apparent to us until we begin to interact with others.
 Cultures are always changing, especially as they interact with each other.

POTENTIAL HOT SPOTS IN CROSS CULTURAL COMMUNICATION

 Opening and Closing Conversations

 Taking Turns During Conversations
 Interrupting
 Use of Silence
 Appropriate Topics of Conversation
 Use of Humor
 Knowing How Much to Say
 Sequencing elements during conversation
 Goals of Business Communication

 To ensure receiver understanding

 To ensure receiver response
 To ensure a favorable relationship between sender and receiver
 To ensure organizational goodwill

Creating Dialogue

 Business communication must be clear between the communicator and the receiver.
 The need for interpretation and guesswork should be kept to a minimum.
 Miscommunication between management and employees can result in a loss of sales,
decreased productivity and general confusion.

Communication and Teamwork

 Effective communication ensures all tasks are assigned, deadlines are agreed to and kept.
 Conflicts are brought to light and dealt with accordingly

Credibility

 Effective business communication fosters a sense of trust between the communicator and
the recipient.
 External communication should create a positive relationship between the organization and
its customers.
 While internal communication should inform, reassure and direct members of the
organization.
 The communication should be direct, contain a clear message and be devoid of double-
speak and vague language.