The Communication Process

Barelson and Steiner define communication as the transmission of information, ideas, emotions, skills, through the use of symbols, words, pictures, figures, and graph.

What is communication?

Sender- the person starting the message Encoding- transferring the message into

language Message- the information being transferred Decoding- Translating the encoded message

into meaning Receiver- Person getting the message Noise- interruption of input

Elements of the communication process

Communication as a Continual Process

MORE= LESSMore communication options: internet, email, voicemail, telephone, fax, pagers, cell phones, and the next generation of

devices (phones with digital cameras, etc.)

Leaves us LESS TIME and ATTENTION to attend to the truly important information

Today’s Communication Paradox

One-to-One

Pro Con

More Direct Includes non-

verbals Preferred by most

people

More uncomfortable withdifficult topics

Oftentimes difficult to schedule

Feel the need to respond

immediately (reactive answers)

Voicemail

Pro Con

Saying it is easier than writing it

More immediate (leave a VM when you think of it)

Cell-phones Everywhere !

Unclear: speak too fast / can’t be understood

No record / no documentation of message being sent

Allows people to avoid issues/you by screening calls

Email

Pro Cons

Communicate ANY TIME

Provides DOCUMENTATION of message/info being sent

Allows for attachments (reduce time for info transmission)

Must know EMAIL etiquette

No guarantee of a response /people prioritize differently

Words alone (without voice) are more easily misinterpreted

Listening Skills Feedback Skills Presentation skills

Key Communication Skills

How do you know when someone is listening to you ?

How does it feel when someone ‘acts’ like they’re listening to you ?

Active Listening is a HABIT. Active Listening and Multi-tasking are

CONTRADICTORY. Your “full and undivided attention”

Active Listening

Listening is not my problem! Listening and hearing are the same Good readers are good listeners Smarter people are better listeners Listening improves with age Learning not to listen Thinking about what we are going to say rather than

listening to a speaker Talking when we should be listening Hearing what we expect to hear rather than what is actually

said Not paying attention ( preoccupation, prejudice, self-centeredness, stero-type)

Listening skills are difficult to learn

Listening Fallacies

Finishing other’s sentences Preparing our response before someone is

done speaking Multitasking while ‘listening’ Filtering content or meaning based on the

speaker Speaking for others (we…)

Common Communication Errors

Hearing Focusing on the message Comprehending and interpreting Analyzing and Evaluating Responding Remembering

Stages of the Listening Process

Environmental barriers Physiological barriers Psychological barriers Selective Listening Negative Listening Attitudes Personal Reactions Poor Motivation

Barriers to Active Listening

Establish eye contact with the speakerTake notes effectivelyBe a physically involved listenerAvoid negative mannerismsExercise your listening musclesFollow the Golden Rule

Being a Good Listener

Positive vs. Negative Feedback Positive feedback is more readily and

accurately perceived than negative feedback Positive feedback fits what most people wish

to hear and already believe about themselves

Negative feedback is most likely to be accepted when it comes from a credible source if it is objective in form

Subjective impressions carry weight only when they come from a person with high status and credibility

Feedback Skills

Focus on specific behaviors Keep feedback impersonal Keep feedback goal oriented Make feedback well timed Ensure understanding Direct feedback toward behavior that is

controllable by the recipient

Developing Effective Feedback Skills

Ideas, concepts or issues talked about or spoken to a group or audience

Public speaking is one of the most feared things

“I could make such a fool of myself”

Skills required to give a good presentation can be developed

Preparation is the Key

Presentation Skills

What do you want to present (content)?Why do you want to present (purpose)?Where will you be presenting (place)?How do you want to present (words to be

used or not, slides to be used)Who is your audience?

Questions to consider

Preparation: Audience Analysis

What is the audience interested inWhat does the audience wantWhat does the audience already know and

needs to knowWhat are their needs, expectations from

this presentationHow will the audience benefit from this

presentation

Presentation Skills

Structure the content in line with the audience’s needs

What do you want to tell the audience? What is your objective? Prepare keeping in mind the time allotted Anticipate the questions and prepare Collect material from a variety of sources Arrange points logically and sequentially Prepare handouts as well

Presentation Skills

The BeginingShould be carefully designedGet attention - shock, humour, question, story, facts

&figures - well rehearsed yet naturalMotivate audience to listen - listen to their needs

Presentation Skills

Preparation – StructureSequence should be logical &

understandable Interim summaries- RecapsValue of visual aids-flip charts, handouts

etc.

Presentation Skills

Prepare ClosingLast 2 to 2.5 minutes are as critical as the

first five minutes for a successful presentation

Summarize- highlight important pointsSuggest action- what to do and when,

where and how to do it

Presentation Skills

Stage FrightEveryone has it to some degreeCan be used constructivelyKey issue is not elimination of fear Instead channel the energy it generates for

an effective presentation

Presentation Skills

Effective DeliveryBe active - moveBe purposeful - controlled gesturesVariations – vocal (pitch, volume, rate)Be naturalBe direct – don’t just talk in front of the

audience talk to them

Presentation Skills

Verbal Communication- barriersSpeaking too fastUsing jargonTone and contentComplicated or ambiguous languageNot questioningPhysical State of the audience

Barriers

“see” the audienceTake non-verbal feedback -congruent and incongruent body languageModify to meet audience needsDon’t just make it as a presentation

Be sensitive toward your audience

Do not get confusedYou are not supposed to know everything

If you don’t know the answer, be honest. Say, “I’m not sure about the answer, but I’ll find out and get back to you.”

Anticipate and keep answers readySometime questions themselves give you a

lead to highlight your point of view

Handling Questions

So to conclude :

Always prepare Channelize you fear Interact with your audience

Presentation Skills

Communication Powerpoint hss.iitb.ac.in/courses/hs490/communication.ppt Retrieved on Sept. 9, 2010.

Works Cited