COMMUNICATION PSYCHOLOGY

 One needs to understand the basics of

psychology to communicate well
 Psychology is the science of mind and
behaviour.
 You need to understand what people
value
 People come from different backgrounds
and this affects their perception
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Perception
This refers to a person’s view of reality
 Sensory – physical reality

 Normative – interpretive reality – matters

of opinion
 Critical Elements of Perception include

figure and background, What do you

focus on is the figure, the rest becomes
the background
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Perception Cont.
o Selective perception: we filter what
we see and hear to suit our own
needs
o Psychological set: we have a fairly
defined ideas how things are
supposed to be and how people
should act
Communication Psychology Cont.
Problems brought by Wrong Perceptions in
Organizations
 Stereotyping
 The halo effect
 Defense Mechanisms – Projection

- Denial
- Repression
- Rationalization
Q. WHAT ARE THE IMPLICATIONS OF THE
PROBLEMS FOR MANAGEMENT?
Communication Psychology Cont.
o Reduce perceptual barriers by
improving interpersonal
communication in organizations.
 Apply the model of the Johari
window for describing self exposure
to improve on interpersonal and
group communication.
Communication Psychology Cont.

 Understanding psychology is important

because it will help one to get results
when he/she communicates.
 Three important psychological concepts
pertaining to business communication
are:
a). The six C’s
b). Hierarchy of needs
c). The you attitude
Communication Psychology Cont.

 To be a good communicator one

should use the six C’s because they
are the characteristics that meet
the readers and listeners needs.
 The six C’s comprise :
1. Courtesy
 Refers to sincerity, tact,
thoughtfulness and appreciation
Communication Psychology Cont.

 Involves use of word like please, thank

you, the use of people’s names and
proper titles
 Courtesy is necessary even in commands
 One ought to be courteous with
everybody
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2. Clarity
 The reader or audience (receiver) of
your message will only understand what
you mean if your message is clear.
 This requires the sender to apply the
rules of grammar, spelling, punctuation,
etc.
Communication Psychology Cont.

 Don’t try to impress the receiver

through the use of technical jargon
or flowery language instead express
the meaning clearly – use a
conversational style suited to the
level of education of the receiver.
 Observe correct formats in written
messages (e.g. lay outs on the
page) should be neat, attractive and
business like.
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 Use of visuals e.g. bar charts for

financial reports.
3. Conciseness
 Use the fewest words possible.
 Get to the point with the fewest
words possible.
 Short sentences, short paragraphs
(omit unnecessary adjectives,
adverbs) to encourage the reader.
Communication Psychology Cont.

4. Correctness
 This is essential in Business
communication. Details must be
correct.
5. Completeness
 The receiver needs to get all the
information he needs to understand
the message
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6. Consideration.
 This is about understanding the receivers
motives and designing a message that
meets his needs, beliefs and values.
 Abraham Lincoln – stressed the importance
of consideration:
“Whatever men do, they do in response
to motives. Discover the motives that
cause them to act, and you can make
them do
your biddings.”
Communication Psychology Cont.

 Understand people’s motives and

then convince them that your
message will benefit them
 Use the Maslow’s hierarchy of needs
to formulate a message that the
receiver can listen to and may be
act on (respond)
 This way you will get results
Communication Psychology Cont.

Maslow Hierarchy of Needs

 Use the hierarchy of needs to
determine which benefits should be
emphasized in a business message.
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Attitude
 Adopt the use of the “you” attitude
when addressing the receivers
needs.
 Use “you” and “your” more than “ I,
me, my, we and our” pronouns.
Communication Psychology Cont.

 N.B. avoid the use of “you” and

“your” when you are giving bad
news or pointing out somebody’s
mistake.
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 A positive outlook is a necessary

part of one’s attitude.
 Use of positive words instead of
negative words,