Speech and Communication

Lecture 2 & 3
Information Richness and Communication
Media
• To become effective communicator, you have to:

• Select an appropriate medium for each message—there is no one

“best” medium.

• Consider information richness

• A medium with high richness can carry much more information to aid
understanding.

16-2
Question?
What is the amount of information that a communication medium can
carry?
A. Channel capacity
B. Information richness
C. Bandwidth
D. Message capacity

16-3
Information Richness
• The amount of information that a communication medium can carry
• The extent to which the medium enables the sender and receiver to
reach a common understanding
Information Richness of Communication Media
Communication Media
• Face-to-Face
• Has highest information
richness.
• Can take advantage of verbal
and nonverbal signals.
• Provides for instant
feedback.
• Can wander around takes
advantage of this
Communication Media
• Spoken Communication Electronically Transmitted
• Has the second highest information richness.
• Telephone conversations are information rich with tone of voice,
sender’s emphasis, and quick feedback, but provide no visual
nonverbal cues.
Communication Media
• Personally Addressed Written Communication
• Has a lower richness than the verbal forms of communication, but
still is directed at a given person.
• Personal addressing helps ensure receiver actually reads the
message—personal letters and e-mail are common forms.
Communication Media
• Personally Addressed Written Communication
• Does not provide instant feedback to the sender although sender
may get feedback later.
• Excellent media for complex messages requesting follow-up
actions by receiver.
E-Mail Dos and Don’ts
• The use of e-mail is growing rapidly and e-mail etiquette is expected:
• Typing messages in all CAPITALS is seen as “screaming” at the
receiver.
• Punctuate your messages for easy reading and don’t ramble on.
• Pay attention to spelling and treat the message like a written letter.
Barriers To Communication
• Premature evaluation
• Inattention
• Stereotyping
• Assumption
• Generalizing
• Poor listening skills
• Selective listening
• Fixed ideas
• Ignoring information contrary to our belief
• Noise
• Emotions
• Poor listening skills
7c’s Of Communication

CONSIDERATE

CONCRETE

CONCISE COURTEOUS

CLEAR COMPLETE CORRECT

Essentials Of Communication
Do’s
• Use precise, memorable and powerful words
• Support your words with visual aids
• Give examples
• Eye contact
• Active listening
• Paraphrase
• Keep it short and simple – (KISS)
• Avoid interrupting
• Appropriate facial expressions
• Exhibit affirmative head nods
Essentials Of Communication
Don'ts
• Do not use technical terms and terminologies not understood by
majority of people
• Do not speak too fast or too slow
• Do not speak in inaudible (cannot be heard) surroundings as you wont
be heard
• Do not assume that everybody understands you
• Do not interrupt the speaker.
Before communicating
Ask yourself…
• What is the main purpose/aim?
• Who will receive it?
• What is the likely attitude of the listener?
• How much does he need to know?
• Is my timing right?
• What is the main subject?
• Are the major points clear?
• Is there any ambiguity?
During the conversation…

• Enunciate / pronounce clearly

• Use simple English
• Avoid slang – uh, hmm, yeah, dude
• Always speak calmly and choose your words carefully
• Use all your listening skills
• Focus all your attention on the speaker and the conversation
• Clarify and check for understanding
• Use basic phrases of courtesy E.g. “May I help you?” “Please”, “Thank
You”, “You are welcome”.
• Do not chew gum or eat during a conversation
During the conversation…

• If there is a problem, project a tone that is concerned, empathetic and apologetic.

• Avoid the five forbidden phrases:

 “No” - Instead find a way to state the situation positively
 “I don’t know” - instead say “that is a good question let me find out for
you”
 “I/we can’t do that” - instead say “this is what I can do”
 “You will have to” - instead say “here is how I can help you”
 “Just a second” - instead give a more honest estimate of how long it will
take you.
How to improve your listening skills?
• Maintain eye contact with the others
• Focus on content than on the way that it is being said.
• Avoid selective listening
• Avoid distractions
• Ask questions to stay active and interested.
• Face the speaker
• Maintain eye contact
• Respond appropriately – say yes, nod, etc.
• Do not be preoccupied with your own thoughts.