Personal and Group of

Communication
 Communication …
• Is sharing information and/or ideas
with others and being understood.
• Is a two way process of sending and
receiving words, actions, symbols,
signs, etc.
• Is what we do to give and get
understanding.
 Basic elements of
communication

– The sender
– The receiver
– The message
Components of communication

1. Sending the message

2. Feedback
3. Communication filters
4. Receiver / audience
5. Positive reinforcement
 Most common communication
filters

• Knowledge
• Bias
• Mood
• Motivation
• Physical attributes
• Method
 Methods of communication

• Verbal
• Written
• Non-verbal
 Actions/reactions
 Facial expressions
 Personal communications…
• Greater rapport
• Encourages two-way, give and take
communications
• Allows a more detailed, specific
question and answer problem solving,
• Personalizes the communication to
tailoring the individual.
 Most common personal
communications
• Instructing – to furnish knowledge or
information in a disciplined
systematic way with the
expectations of compliance.
• Ordering – to communicate authority
with employees so as to
arrange a more systematic
and productive sequence of
activities.
 Most common personal
communications
• Commanding – to exercise authority
forcefully with the
expectation of obedience.
• Directing – to guide / regulate in order
to achieve a smooth and
effective operation.
• Requesting – to act courteously, to
make known your wishes with
out the implied assurance that
they will be fulfilled.
 Personal communication is …
• Extremely useful in
Instructing
Training
Teaching
Coaching
Counseling
Developing people
 Group communications …
Applies to large group of receivers:
 lectures / lecture forum
 demonstrations /role plays
 symposium / meetings
 Panel / round table discussion
 brainstorming / debriefing
 buzz session
 case problems / exercises / workshops
 Know your Group members
Eager Beaver- quick, helpful, first to jump in
with an opinion. In spite of good intentions,this
person makes it difficult by keeping others
out.
Inarticulate – with ideas but has difficulty in
expressing his thoughts.
Argumentative – combative personalities. A clash
between two such members can divide the
group into factions.
Dampener – points out the worst in every idea
put forward. Seldom volunteers.
 Know your group members

The “I wont talk” – may feel timid, bored,

insecure, superior, or indifferent.
Inattentive – physically present, mentally
absent.
Griper – keeps giving legitimate complaints.
Side conversationalist – whether related to
subject or not, this member distracts other
members and especially the speaker.
 Writing Communications
• A well written communication should
be:
1. S-imple (use simple terms)
2. M-eaningful (intent, specific)
3. A-ccurate (date/time/data)
4. R-eadable (legible)
5. T-ailored fit
 Channels of communication
• Handouts
• Manuals / workbooks
• Charts / tables / graphs
• Videos / movies / ads
• Slides / signs / symbols
• Pictures / letters / e-mails / texts
 Principles of effective
communication
1. Professional Management Principle :
- accomplishments increase as workers are
informed about matters affecting results.
2. Principle of Frequency : - the often a
message is repeated, the more likely it will
be remembered.
3. Principle of Intensity : - the more vivid,
enthusiastic, personalized and positive the
communication is the better it will be
remembered.
 Principles of effective
communication
4. Principle of Duration:- shorter messages are
likely to get the attention, retention,
and understanding.
5. Principle of Line Loss:- the more extended
the communication, the less effective it tends
to become.
6. Principle of Emotional Appeal:- appeals to
emotion are readily communicated than appeals
to reason.
7. Principle of Application: - the more an idea is
put to use, the better it is understood and
remembered.
 4 Basic Steps of Instruction
1. Prepare the worker
• Start on schedule
• Put him at ease
• State the job and find out what he
already knows about it.
• Awaken his interest
• Place in correct position all the
materials and equipment needed.
 4 Basic Steps of Instruction
2. Present the operation
• Tell, show, and illustrate important
step one at a time
• Stress each key point
• Instruct clearly, completely and
patiently, but not more than he can
master at one time
• Ask questions if instruction is
understood.
 4 Basic Steps of Instruction
3. Try-out performance and participation
– Have him do the job and correct errors
outright
– Have him explain each key point to you as he
does the job again.
– Make sure he understands
– Continue until you know he knows
– Ask “why”, “how”, “when”, “what”, “where”,
“who”.
 4 Basic Steps of Instruction

4. Follow-up
• Put him on his own, instill confidence
• Designate to whom he goes for help
• Check frequently at start
• Encourage questions
• Complement him on his efforts.
 How to get better results
from instruction
• Your instruction/order must be the
right one for particular situation
• Select the persons most likely to
carry instructions out well
• Your instructions will be well
accomplished if there’s checking and
follow-ups. Be sure it is carried out
at the time and in the manner you
prescribe.
When should command be given
• Generally speaking, a request carries
the same weight as a direct order or
command. However, a request
imparts a feeling that a worker has
some freedom of action, that he can
question any part that bothers him.
When should command be given
• Whereas, commands are dangerous
but are necessary in emergency
situations, such as in case of fire or
accident
• Commands are causeries of
resentment. It’s best to avoid them
until you really need them.
When should command be given

• If you use commands only

occasionally your employees will know
you are not bossy. They will
recognize your change in approach as
being necessary in case of extreme
need of it.
 Avoid giving orders

• An offhand • Choosing only the

manner willing worker
• Assuming a worker • Picking on anyone
understands • Too much detail
• Too many orders • Playing the big
• Conflicting shot
instructions
 Signs of employees objections

• Gripes
• Silence
• Facial expressions
• Body movements
 Aids in removing resistance

• Try a success example

• Try making a guarantee
• Try a demonstration
• Try asking questions
• Try just plain listening
 When to put instructions
into writing
• Whenever you change an instruction
that was previously in writing, put
the new instruction in writing too.
• If you give an order that must be
carried over for another shift.
• When instructions are complex and
contain variations from normal, put
them in amounts and sequence.
 3 important ingredients
of instruction giving
• What
• How
• Why

Telling a worker why something must

be done gives the worker a reason
for wanting to do it.
 Communication with
Outside group
• Communication should not only be confined within
the company, problems in a company also extends
outside of the organization.
 With customers –are more interested in the
products and services the company can offer, if
needs are not satisfied, problems would likely
occur.
 With the community – assurance of a safe and
healthful environment including opportunities
open for them would likely establish a good
relationship.
“communication is: the right
source saying the right
message through the right
channel at the right time to
the right people”