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When I have talked in anger, And my cheeks were flaming red, I have always uttered something, Which I wish I had not said.
What is Communication
Communication is an exchange of information from the sender to the receiver with the message being understood as intended by the sender
Speaks Writes Acts Draws
Idea
Encode
The receiver
Listens Reads Observes
Idea
Communication as INTERACTION: the exchange of information between two (or more) individuals through the symbols and their accompanying meaning. Communication as MEANING CONSTRUCTION: the process by which two or more individuals arrive at ostensibly shared (or common) meanings or understandings for symbolic actions.
Importance Of Communication
Organizational / Functional: greater information access and awareness Improves coordination: reduces logical gaps Encourages cooperation: helps bring everyone in the mainstream Gives a direction: to tasks and activities
.. Importance Of Communication
Decision making aid
Barriers to Communication
A barrier reduces or changes the quality of the message being transmitted
Types : 1. Physical
Poor health Sound / noise Unsuitable temperature Distractions
2. Psychological
Lack of Concentration Attitude and bias Lack of self discipline Low emotional state
Be clear about the message to be sent Be precise and to the point Do not be verbose Use a language understandable to the receiver Write the message if required Request a feedback to ensure receipt of message
Be attentive Concentrate on the message Ask for clarifications wherever required Listen objectively Listen for body language Make notes if required
Flow of communication
At the workplace
* Upward
* Downward
From superiors to the employee
* Lateral
From one employee to another
Communication types Verbal Oral - the spoken language Non verbal Written Body language Expressions - facial, gestures, signs
Medium of Communication
EFFECTIVE COMMUNICATION
1. Plan your communication maintain clarity of purpose why, maintain clarity of idea, what.
semantics
. Effective Communication
3. Remove barriers . build gateways DOs DONTs - seek first to understand - remove all prejudices and then to be understood - overcome any distractions - empathize with other people - reduce length of - values, beliefs, needs & sentiments communication channel - use a common language - clarify ideas before communicating
.. Effective Communication
4. Active Listening Listen with an open mind Make an effort to understand Empathize ..reflect understanding Be aware of what is said and what is not said Dont jump to conclusionsdraw conclusions 5. Feedback Check for accurate receipt of message Check action/outcome in relation with the intent of the message. Improve/alter message, if required.
Ability to concentrate genuine desire to understand the other persons point of view Sensitivity to needs, emotions and body language Humility: You might have a point of view and I respect you A belief that other people are important and worth listening to.
Importance Of Feedback
Feedback is necessary to check the effectiveness of the communication. Feedback helps reflect upon how well the message has been encoded, transmitted and understood. Feedback helps make mid-course correction if found required. - in terms of action : changing strategy - in terms of communication : changing message
ask for it you are the sender or offer it if you are the receiver observe evaluate the results achieved as against the objectives set be objective while giving or receiving it focus on the task and performance aspects not the individuals personality
Official Communication
1. Flow : vertical/horizontal/cross 2. Content : top-down are in the form of orders or directives bottom-up are in the form of feedback or complaints 3. Through a proper channel : Who is the end audience? Who should know first ? What should the network be ?
4. Information is power. One who has the authority to communicate is considered powerful.
Communication Ethics
If intimation is power, and if we have information, then we must respect and handle our communication with restraint. Key Points: maintain confidentiality confidential information is trust reposed Confidential information is trust betrayed certain information is `need to know - the job demands it, certain information is `desire to know - it may help in my job, and certain information is `desirable to know, it may increase my power, fame and status. Gossiping or bitching - is like `stabbing in the back
. Communication Ethics
Ownership of information - Permission of the owner is a must before using it. Knowledge of information vs. use of information - having information does not mean you can use it. Communication must flow through a proper channel - cutting across a channels causes heartburns, hurt and misunderstandings Timing and place - be careful and sensitive to it.
Written Communication
Written communication as compared to oral communication is at a disadvantage because of the absence of non-verbal gestures, voice variation and physical expressions. This as a result increases the importance of clarity and accuracy of the content of our written message. To have effective written communication, certain steps and guidelines may help.
The steps
Plan
(Your communication)
Write it
(Commit it on paper)
Body Language
Interpreting body language is vital in any communication process Observe the body movements and postures Match the other persons language
FORWARD/BACK
What is a presentation
A method of communicating with an audience by explaining or discussing on particular subject(s) aided by different tools
Tools for effective presentations Transparencies Overhead projector Audio Visual facilities Handouts Computer aided presentation - Power Point, CD ROM Role plays, case studies, quizzes
Uses
An effective method of putting ideas across in a comprehensive manner
Information/
Data
Attitudes
Values Moods Emotions
Subordinate
Summarizing
Concepts, importance, barriers and ways to overcome them Types, medium, gateways to communication Effective Communication how to achieve Listening importance, effective listening Feedback importance, how to receive Organizational communication, memos Communication Ethics Written Communication steps Body Language - Types Presentation Skills how to deliver effective presentations