You are on page 1of 53

Mr.

Iftikhar Ahmad 0300-4466062

COMMUNICATION

Presented By
Mr. Iftikhar Ahamd
Director Executive Development Center

Mr. Iftikhar Ahmad 0300-4466062

COMMUNICATION
Harvard Business Review rated The ability to communicate the most important factor in making an executive PROMOTEABLE than ambition, education, and the capacity to hardwork.

Mr. Iftikhar Ahmad 0300-4466062

Objectives
Understanding essential aspects of communication process Describe factors influencing communication process Discuses the levels of communication Discuss the element of communication process

Mr. Iftikhar Ahmad 0300-4466062

Communication
A two way process involving the sending and receiving of message, exchange of ideas or thoughts, transmission of feelings, interaction between people.

Mr. Iftikhar Ahmad 0300-4466062

Purposes of communication
Expressing needs and requirements Giving Briefings, instructions & telling procedures Persuading and motivating stakeholders influencing others Obtaining information Initiating action

Purposes of Business communication

Mr. Iftikhar Ahmad 0300-4466062

To initiate change that promotes congenial understanding among people To establish a trusting relationship with a client and support persons Prevent legal problems associated with the business practices

Mr. Iftikhar Ahmad 0300-4466062

Communication
Why do we receive or accept communication Having shared objectives Establishing relationship or understanding others point of view Matching our needs, wants or interests

Mr. Iftikhar Ahmad 0300-4466062

Communication
Why do we receive or accept
communication

Confirming our ideas, belief attitudes Easy to understand with out efforts Source is credible or respectable Challenging our ideas

Mr. Iftikhar Ahmad 0300-4466062

Communication
Why do we receive or accept
communication

In short
Credibility & congeniality decides the Quality of message accepted or rejected.

Mr. Iftikhar Ahmad 0300-4466062

Credibility Personal Appeal

Perceived authority
Congeniality

Friendly, pleasant or agreeable


Compatible-having similar taste, disposition and attitude etc.

Mr. Iftikhar Ahmad 0300-4466062

Questions lecture 1 Question No 1

Define communication
What is the purpose of business communication What are the factors that affect the communication of an individuals

Mr. Iftikhar Ahmad 0300-4466062

Principles of Communication
They are present in all communication networks and process.

Communication is unavoidable
Communication operates at two levels: context message
Relational messages (like affinity, control)

Communication is irreversible Communication is a process Communication is not a Panacea ( good communication


increase effectiveness but it is not cure all.

Communication often present Ethical Challenges


The golden rule standard ( is this the way I would be treated by others) The professional Ethics ---------------------------------------

Benefits of effective communication (source BOVEE)

Mr. Iftikhar Ahmad 0300-4466062

Stronger decision making Faster problem solving Earlier warning of potential problems increased productivity and steadier workflow Stronger business relationship Clearer and more persuasive marketing messages

Benefits of effective communication

Mr. Iftikhar Ahmad 0300-4466062

Enhanced professional images for both employees and employers Lower employees turnover and higher employee satisfaction Better financial results and higher return to investors.

Recognition of effective communication

Mr. Iftikhar Ahmad 0300-4466062

Provide practical information Give facts rather than vague expressions Present information in a concise, efficient manners Clarify expectations and responsibilities Offer compelling, persuasive arguments and recommendations

Increasing value of business communication


Competitive insights Customers needs Regulations and guidelines
Note: information has become one of the most important resources in business strategy.

Mr. Iftikhar Ahmad 0300-4466062

On Job Effective Communication


Learning to connect you audience Minimizing distraction Adopting an audience centered approach Improving your basic communication skills Using constructive feedback Being sensitive to your business etiquette/protocol.

Mr. Iftikhar Ahmad 0300-4466062

Levels of communication
Interpersonal level: All the verbal and nonverbal activities people use when communicating with one another Intrapersonal level : Is the communication that you have with yourself ( Self - take ) Public communication :Is the communication that you have with public Require greater degree of formality

Mr. Iftikhar Ahmad 0300-4466062

Communication process model

Mr. Iftikhar Ahmad 0300-4466062

Elements of communication process


Sender & Receiver both involve in some activities for effective communication and ensure to act on them

Mr. Iftikhar Ahmad 0300-4466062

Mr. Iftikhar Ahmad 0300-4466062

1- Sender
A person or group who wishes to convey a massage to another ( Source encoder ) , this mean that the person or group sending the massage must have an idea or feeling into a form that can be transmitted .

Sender
Encoding : Selection of specific
signs or symbols (codes ) to transmit the massage , such as : Language and words to use How to arrange the words What tone of voice and gesture to use .

Sender

2- Message
What is actually said or written The body language that accompanies the words , and how the massage transmitted Talking face to face with a person may be more effective than telephoning or writing a message

Message
Recording a message on a tape or communicating by radio or television may be more appropriate for larger audience . Written communication is often appropriate for longer explanations or for communication that needs to be preserved

Message

Media

(Path or route)

It is the medium used to convey the massage and it is target any of the receivers sense

Media should be appropriate for the message and it should help make the message more clear

Media
Types of media

(Form or Path or route)

Visual (pertaining to eye sight) Written (by pen) Oral (by mouth) Electronic (e-voice all IT based)

Question What is the criteria of choosing media?

Media

(Form or Path or route)

Choice of Medium affected by: Need for record Direction of the information flow Number of people to be reached Confidentiality Nature of the information length, complexity, speed of transfer Cost of the medium

Channel (Term)
It is the medium used to convey the massage and it is target any of the receivers sense

Channel should be appropriate for the message and it should help make the message more clear

Channel

4- Receiver
Is the listener who must listen , observe , and attend (Decoder), who must perceive what the sender intended (Interpretation). Perception uses all the senses to receive verbal and nonverbal message . If the meaning of the decoding message matches the intent of the sender , then the communication has been effective

Receiver
Ineffective communication occurs when the message sent is misinterpreted by the receiver. According to the sender intent , depends largely on their similarities in knowledge and experience and sociocultural background

Receiver
To decode mean : to relate the message perceived to receiver , storehouse of knowledge and experience and to sort out the meaning of the message

Receiver

Response (feedback)
Is the message that the receiver returns to the sender during communication The receiver decode the message , unless the message has not in fact been received .and can be : Verbal Non verbal Both

Feed back

Environment
The sender and receiver environment play a critical role in the understanding the message Elements of environment: symbols : the use of common language and terms Cultural environment : common interpretation of verbal and nonverbal communication Formal and informal communication within organization Noise : mental or physical noise

Environment

Method of communication
1- Verbal 2- Nonverbal

Verbal
Is a largely conscious because people choose words they used During verbal communication the nurse should consider the following : 1- Pace (speed)and intonation(tone) :the manner of speech as in the pace or rhythm

verbal
Intonation can express sadness, anger The pace of speech can indicate interests , anxiety , boredom or fear

2- Simplicity :the use commonly understood words .

Verbal
3- clarity : is saying exactly what is meant , to speak slowly . 4- brevity :using the fewest words necessary 5- timing and relevance :choose the best time and related topics or not to ask several question at once (the nurse is help the client to express the concerns then to deal with those concerns

verbal
6- Adaptability : spoken message need to be altered in accordance with behaviors cues from the client .( to choose her tone according to the patient feeling and behaviors ) 7- Credibility :worthiness of beliefs , trustiness( I dont know the answer of that but I will fined the person whom find )

verbal
8- Humor(joking) :reducing tension by providing a different perspective and promoting a sense of well being

2- Non verbal communication


Body language : it include gesture , body movement , touch , physical appurtenance .. 1- Personal appearance :dress , grooming, who the person dresses is indicates to how a person feels( if the client start to ask about play , shampooing .. It means that their change in the client health 2- posture and gait : the posture can indicates the feeling mood .

Non Verbal
3- facial expression : 4- Eye contact : 5- Gesture :hand and body gesture may clarify the spoken words

Factors influencing communication


1- Development 2- Gender 3-Values and perception: 4- Space:communication alters in accordance with four distance : A- Intimate : physical contact to 11\2 feet ( like baby cuddling , change dressing ) B- personal :11\2 to 4 feet :(such as hands shake or touching the shoulder , giving IV medication )

C- Social :4-12 feet: a clear visual perception ( nurse make a daily round )

D- Public:12 feet and beyond : requires clear and loud vocalization

5- Territoriality:the concept of the space and things that individuals considered their own . The nurse need to take a permission if she want to remove any object from the patient area 6- role and relationship:change the tone of the voice according to the roles (especially doctor , nurse and students ) 7- Environment :people communicate effectively in a comfortable environment

8- Congruence :the verbal and non verbal message match 9- interpersonal attitudes :attitudes such as caring , warmth , respect and acceptance facilitates communication

Conclusion

Thank you