5 Basic questions on Communication

Why do we communicate?

What do we communicate?

How do we communicate?

Who do we communicate?

Why is communication important to us?

Communication – The hub of Management We must think first then we can learn and what we learn we must share and how we share is by COMMUNICATING

An executive is a communicator. One of the most important skills of any executive is the ability to communicate. Two skills are essential:

Transmitting information Receiving feedback

Communication must always be seen as a two

way process. Transmitting information is only

one part of the story. We must check that the

information has been received and understood.

To do this we must get feedback by:

Listening; and Questioning

To make sure that the information we sent out

has been received in exactly the same form as

we intended.

Communication is the

transferring and

understanding of meaning.

It is the sharing of

information or knowledge

between two or more

people.

Communication Skills

This Model Is Made Up Of Seven Elements: The communication source (sender)

The message (a purpose to be conveyed)

Encoding (converting a message into symbols)

The channel (the medium by which a message travels)

Decoding (retranslating a sender’s message)

The receiver

Feedback

Communication Skills

Communication Skill

In sending a message, a sender sends: Facts Feelings Attitudes

A receiver upon receiving the message is also influenced by: His own feelings Attitudes, and Perception of the message

Communication Skills

Communication Skills

1. Ignoring Making no effort to listen

2. Pretending Making believe or giving the appearance you are listening.

3. Selective listening Hearing only the parts of the conversation that interest you

4. Attentive listening Paying attention and focusing on what the speaker says, and comparing that to your own experience

5. Empathic listening Listening and responding with both the heart and mind to understand the speaker’s words, intent, and feelings.

Methods Of Communicating

Oral (speeches, formal one-on-one, group discussion) Written (memos, letters, periodicals, bulletin boards) Nonverbal (body languages, gestures, facial expression) Electronic media (telephone, computers, fax machine, e-mail)

Communication Skills

Organizational CommunicationThe flow of information within the organization through the various channels

and networks. 1. Formal Communication:

Communication that follows the authority chain or that’s necessary to do a job.

2. Informal Communication: Communication that is not approved by management and not defined by the structural hierarchy.

3. Downward Communication: Communication that flows from a manager down the authority hierarchy.

4. Upward Communication: Communication that flows subordinates to higher-level managers.

5. Lateral Communication: Communication among any horizontally equivalent personnel.

6. Diagonal Communication:Communication that cuts across functions and levels in an organization.

Communication Skills

Communication Networks The vertical and horizontal dimensions in organization communications can be

combined into a variety of patterns, or into what is referred to as communication networks. We can identify 5 common communication networks:

1. The Chain Network: Represents a various levels vertical hierarchy in which communication can move only upward or downward.

2. The Y Network: If we turn the Y network upside down, we see two subordinates reporting to a manager, with two levels of authority above the manager.

3. The Wheel Diagram Network:The wheel represents four subordinates who report to a manager. There is no interaction between the subordinates since all communication are channeled through the manager.

4. The circle Network :Allows members to interact with adjoining members, but no further.

5. The all Channel Network: Allows each of the members to communicate freely with the other members. This is the least structured channel.

Communication Skills

Barriers to effective communication

Filtering

(manipulation of information to make it appear more favorable to the receiver)

Selective perception

(receiver selectively sees and hears communication depending in his needs, experience, motivation).

Emotions

(how the receiver feels when a message is received)

Communication Skills

Languages

(words mean different things to different people)

Culture

(national culture people are in) Nonverbal cues

( facial expression, gestures, body movement)

Communication Skills

Barriers to effective communication …(Cont…)

Overcoming the barriers Use Feedback (to check understanding and accuracies) Simplify Language (choose clear and understandable words) Listen actively (listen for full meaning) Control Emotions (communicate in rational manner) Watch Nonverbal Cues (actions speak louder than words)

Communication Skills

How We Communicate

Communications experts estimate that only 7% of our communication is represented by the words we say, another 38% by our sounds and how we say words, and 55% our non verbal and body language.

Three elements of effective communication

55%Body

languages

7%verbal

38%tonality

Communication Skills

Communication isn’t just words!

Some of the other ways in which we

communicate are: Facial expression Tone of voice Signs Gestures Posture Eye contact

Communication Skills

Effective Communication It is what was said but,

how it was said that is important

It is what was persuaded rather than forced which lasts forever

Our communication strategy must combine all the three elements of effective communication to build clear understanding

Speech is power

Talk loud, clear and structured

Talk face to face

Keep your sentences short

Use your body facial and body expression

Communication Skills

Building effective listening skills

Effective listening is an active process. List

some of the ways that you know to build

effective listening skills. 1. _________________________________________

2. _________________________________________

3. _________________________________________

4. _________________________________________

5. _________________________________________

6. _________________________________________

Assertive

Speaking and acting that communicates who you are and what you want; stands for your own rights because you respect others and you respect yourself

Non-assertive

Your inability to stand for your own rights; sacrificing your rights and later on regretting actions

Aggressive

You violate the basic human rights of others

Developing Human Relation Skills