Chapter 1 - Communication Foundations
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Transcript of Chapter 1 - Communication Foundations
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A basic principle of
communication : People are not
mind readers. People judge you
by your behavior, not your intent. The message that you send out
to people is what people will
receive, not your thoughts.
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Types of Communication
VerbalCommunication
Non-VerbalCommunication
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Verbal Communication
Refers to message that istransmitted verbally;communication is done by word
of mouth or a piece of writing.
The objective is to keep it short
and simple
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When talking to others, people usuallybring their own attitude, perception,emotions and thoughts about the topic
sometimes create barriers in delivering the
right meaning.
To deliver the right message, you mustthink from your receivers point of view.
Would he understand the message?how it would sound on the other side ofthe table?
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VerbalCommunication
Oral Written
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Oral Communication
In oral communication, spoken wordsare used.
It includes face-to-face conversations,
speech, telephonic conversation,video, radio, television, voice overinternet.
In oral communication,communication is influenced by pitch,volume, speed and clarity of speaking.
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No.
One word but has many meanings
when you say it with differentintonations
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Advantages of Oral communication are:
It brings quick feedback.
In a face-to-face conversation, byreading facial expressions and body
language, one can guess whetherhe/she should trust whats being said ornot.
Disadvantage of oral communication
In a face-to-face discussion, user isunable to deeply think about what heis delivering
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Written Communication
In written communication, written signs orsymbols are used to communicate. A writtenmessage may be printed or handwritten.
Written communication messages can betransmitted via email, letter, report, memo.Written communication is influenced by thevocabulary and grammar used, writing style,
precision and clarity of the language used.
Written Communication is the most commonform of communication being used in business.
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Advantages of written communication includes:
Messages can be edited and revised many times
before it is actually sent. Written communication provides records for every
message sent and can be saved for later study.
A written message enables receiver to fully understandit and send appropriate feedback.
Disadvantages of written communication includes:
Unlike oral communication, Written Communicationdoesnt bring instant feedback.
It takes more time in composing a written message ascompared to word-of-mouth. and a number of peoplestruggle for writing ability.
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Non-Verbal Communication
The sending or receiving of wordless messages.Communication other than oral and written, suchas gesture, body language, posture, orfacialexpressions, is called nonverbal communication.
Nonverbal communication is all about the bodylanguage of the speaker.
Nonverbal communication helps the receiver ininterpreting the message received. Often, nonverbal
signals reflect the situation more accurately thanverbal messages. Sometimes nonverbal responsescontradicts verbal communication and hence affectthe effectiveness of the message.
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Interpersonal CommunicationWhat is it?
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Communication
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Interpersonal Communication
Definition: The process ofmessage transaction betweenpeople to create and sustainshared meaning.
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Principles of InterpersonalCommunication
Interpersonal Communication Is
Inescapable
We cannot not communicate. The veryattempt to not to communicatecommunicates something.
Communication is constantly receivedthrough body language and verbalcommunication from others.
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Principles of InterpersonalCommunication
Interpersonal Communication Is
Irreversible
You cannot take back something once it hasbeen said. The effect will remain.
A Russian proverb says, "Once a word goesout of your mouth, you can never swallow itagain."
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Principles of InterpersonalCommunication
Interpersonal communication is
complicated
No form of communication is simple.
The more communication there is, the
more difficult it is for communication tosucceed.
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Types of InterpersonalCommunication
Direct InterpersonalCommunication
Mediated InterpersonalCommunication
Mass Communication
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Direct Interpersonal Communication
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Direct Interpersonal Communication
DEFINITION: Face
to
face relationshipbetween sender and receiver with a
meaningful relationship
Immediate feedback
Interdependent relationship : the longer therelationship, the stronger the communicationprocess
Purpose: influence, help, discover and sharetogether
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2 people onlyDyadic
Communication
3 or more people
Purpose: to solve problems /decision making
GroupCommunication
Large group with minimumfeedback
Mostly one way
Eg: Lectures
PublicCommunication
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Is this considered
as interpersonal
communication?
Why?
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Types of InterpersonalCommunication
Direct InterpersonalCommunication
Mediated InterpersonalCommunication
Mass Communication
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Mediated InterpersonalCommunication
Involves technology to assist thesender and receiver of the
messages
Advantages:
Allow communication throughdistance
Instant global communication
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Types of InterpersonalCommunication
Direct InterpersonalCommunication
Mediated InterpersonalCommunication
Mass Communication
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Mass Communication
Public communication betweensender and a large audience
Usually through the use of
technology
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BARRIERS IN INTERPERSONAL COMMUNICATION
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In your group, try to think of the
last time that you experienced a
form of miscommunication.
What happened?
What do you think caused the
miscommunication?
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Barriers in InterpersonalCommunication
Muddled Messages
Stereotyping
Language
Lack of Feedback
Poor Listening Skills
Interruptions
Physical Distractions
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COMMUNICATING IN ORGANIZATIONS
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GeneralManagerHuman
Resource
Administration
Board ofDirectorsFinance
Research andDevelopment
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Organizational Communication
Different companies have differentorganizational charts
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Organizational Communication
Organizational communicationfocuses on the meso (group,
organizational, and inter-
organizational communication) level
of communication
Communication flows in two
directions in the organization:vertically and horizontally.
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Vertical Communication
Concerned with communicationbetween employees at different
hierarchical levels in the
organization.
It focuses on downwardand
upwardcommunication
between managers andemployees.
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CEO
Information
ServiceManager
Production Research
Product
LineManager
Sales Personnel Accounting
Where does vertical communication occur?
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CEO
Information
ServiceManager
Production Research
Product
LineManager
Sales Personnel Accounting
Where does vertical communication occur?
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Horizontal Communication
Concerned with communicationbetween employees at the same level in
the organization.
It focuses on communication between
peers, people ,at equal or very nearly
equal levels in the organization.
It is communication that goes across the
organization.
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CEO
Information
ServiceManager
Production Research
Product
LineManager
Sales Personnel Accounting
Where does horizontal communication occur?
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CEO
Information
ServiceManager
Production Research
Product
LineManager
Sales Personnel Accounting
Where does horizontal communication occur?
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Vertical Communication
VerticalCommunication
DownwardCommunication
UpwardCommunication
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Downward Communication
Upper management employeesat lower ranks.
Generally effective when upper levelsof management are highly motivated
to make it work.
There are five different elements thatgenerally flow downward in all
organizations.Refer to handout
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What happens when there is abreakdown in Downwards
Communication?
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Upward Communication
Employees at lower ranksUpper Management
Can be successful only if those atthe higher levels are willing to
allow the communication to be
effective
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Positivity
Upward communication should be positive
timely
support current policy sent directly to the person who can act
on it
have intuitive appeal in order to go upthe system without being
stopped/ignored/ or sent back down.
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What happens when the communication isnot positive?
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If too much negative reaches a person'simmediate supervisor, it looks as if the person isnot doing his or her job.
Managers do not want negatives going up, sothey "filter out" the negative information. Theysend positive information to their bosses so theyare seen as doing their jobs.
Hence, if you want something to go up thesystem, express it in positive terms.
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Timely
When your boss has a sign on thedoor that says "Do not disturb!" is
this the time to go in and ask for
help with a problem?
A message must be sent at the
appropriate time to be allowed
to go on up the system.
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Timely
It should be timely or it may notbe acted on.
When is it a good time to "ask for
a raise, "ask about vacation,"ask about being absent for a
day"?
If you do not learn timeliness, you
are likely to be asking at the"wrong time" or to be "getting
yelled at" for inappropriate
behaviour.
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Horizontal Communication
This is communication that flowsacross the organization (from
peer to peer to peer).
There is much more horizontal
communication in organizations
on a daily basis than there is
vertical.
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Why is there more Horizontal Communication thanVertical Communication?
1. There are more employees thanmanagers
2. Employees at the same levelfeel more comfortable talking
with each other than with
people at different authority
levels. Likely to increase your knowledge,
communication skills, andsocialization skills.
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BASIC CONCEPTS OF INTERPERSONALCOMMUNICATION
Youcannot alwayshave the sameunderstandings and feelings as others.
People would ratherbe praisedthan
punished, punished rather thanignored.[1]
Becurious, not furious.
[1] A concept expressed on her nationally syndicated radioprogram by Dr. Joy Brown, psychologist,
http://www.drjoy.com/[2] Ibid.
http://www.drjoy.com/http://www.drjoy.com/http://www.drjoy.com/ -
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Ethical Communication
Copyright Rowman & Littlefield. All rights reserved.
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Ethical Communication
In organizations, our concern isfocused on getting the job done
while still maintaining reasonable
relationships among colleagues.
Although ethical communication
is required when working in an
organization, it is seldomdiscussed openly.
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ETHICS AND COMMUNICATION
Ethics is a study of what should serve as aframework for what is moral (acceptable)and immoral (unacceptable) behavior in aparticularculture.[i]
Yourethical value system is the basis for your
decision-making and your understanding ofwhy you will or will not take a particularstand or action.
It is the basis for your communication ethics.
[i] Richard L. Johannesen, Ethics in HumanCommunication 4 Ed. (Prospect Heights, IL: WavelandPress, 2001), p. 2.
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Make A List
What are thecharacteristics of an
ethical interpersonal
communicator?
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An Ethical Communicator
Communicates truthfully and neverinvents stories or information without
explaining.
Explains or gives credit to the source of
information.
Knows how to keep secrets
Owns up to biases, prejudices, and
inappropriate behavior.
Stops gossip and prejudicial comments.
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An Ethical Communicator
Avoids talking behind the back ofanother person, but instead
confronts problems with others by
using a content-based
interaction.
Avoids name-calling, personal
attacks, or dredging up another
person's past mistakes.
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An Ethical Communicator
Attacks the issue to be dealt with,rather than attacking the other
person.
Creates a positive interpersonal
climate with the objective of
supporting the needs of the
individuals in the relational
interaction.