09/05/2019

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.
Personal • Is what we do to give
and Group and get understanding.

Communication

Basic elements of
Components of communication
communication

– The sender 1. Sending the message

2. Feedback
– The receiver
3. Communication filters
– The message
4. Receiver / audience
5. Positive reinforcement

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Most common communication

Methods of communication
filters

• Knowledge • Verbal
• Bias • Written
• Mood • Non-verbal
• Motivation  Actions/reactions
• Physical attributes  Facial expressions

• Method

Most common personal

Personal communications… communications
• Instructing – to furnish knowledge or
• Greater rapport information in a disciplined
• Encourages two-way, give systematic way with the
expectations of compliance.
and take communications
• Ordering – to communicate authority
• Allows a more detailed, with employees so as to
specific question and arrange a more systematic
answer problem solving, and productive sequence of
activities.
• Personalizes the
communication to
tailoring the individual.

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Most common personal 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.
communications
• Requesting – to act courteously, to
make known your wishes with
out the implied assurance that
they will be fulfilled.

Group communications …
Personal communication is …
Applies to large group of receivers:
• Extremely useful in  lectures / lecture forum
Instructing  demonstrations /role plays
 symposium / meetings
Training
 Panel / round table discussion
Teaching  brainstorming / debriefing
Coaching  buzz session
 case problems / exercises / workshops
Counseling
Developing people

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Know your Group members 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

Writing Communications
The “I wont talk” – may feel timid, bored, • A well written communication should be:
insecure, superior, or indifferent. 1. S-imple (use simple terms)
Inattentive – physically present, mentally 2. M-eaningful (intent, specific)
absent.
3. A-ccurate (date/time/data)
Griper – keeps giving legitimate complaints.
4. R-eadable (legible)
Side conversationalist – whether related to
5. T-ailored fit
subject or not, this member distracts other
members and especially the speaker.

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Principles of effective
Channels of communication
communication
• Handouts 1. Professional Management Principle :
• Manuals / workbooks - accomplishments increase as workers are
• Charts / tables / graphs informed about matters affecting results.
• Videos / movies / ads 2. Principle of Frequency : - the often a
message is repeated, the more likely it will
• Slides / signs / symbols be remembered.
• Pictures / letters / e- 3. Principle of Intensity : - the more vivid,
mails / texts enthusiastic, personalized and positive the
communication is the better it will be
remembered.

Principles of effective
communication 4 Basic Steps of Instruction
4. Principle of Duration:- shorter messages are 1. Prepare the worker
likely to get the attention, retention,
• Start on schedule
and understanding. • Put him at ease
5. Principle of Line Loss:- the more extended • State the job and find out what he already
the communication, the less effective it tends knows about it.
to become. • Awaken his interest
6. Principle of Emotional Appeal:- appeals to • Place in correct position all the materials and
emotion are readily communicated than appeals equipment needed.
to reason.
7. Principle of Application: - the more an idea is
put to use, the better it is understood and
remembered.

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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
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.
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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”.
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.
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When should command be given 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.
• 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 Avoid giving orders

• If you use commands only occasionally your • An offhand manner • Choosing only the
employees will know you are not bossy. • Assuming a worker willing worker
They will recognize your change in understands • Picking on anyone
approach as being necessary in case of • Too many orders • Too much detail
extreme need of it.
• Conflicting • Playing the big
instructions shot

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Signs of employees objections Aids in removing resistance

• Try a success example
• Gripes
• Try making a guarantee
• Silence
• Try a demonstration
• Facial expressions • Try asking questions
• Body movements • Try just plain listening

When to put instructions

into writing
3 important ingredients
• Whenever you change an instruction that
of instruction giving
was previously in writing, put the new • What
instruction in writing too. • How
• If you give an order that must be carried • Why
over for another shift.
• When instructions are complex and contain Telling a worker why something must be done
variations from normal, put them in gives the worker a reason for wanting to
amounts and sequence. do it.

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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.