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EffectiveCommunication
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Objectives Understanding what communication is. Tips on communicating effectively.
How to avoid errors while speaking
Importance of non-verbal communicationwhen speaking.
Tips to get along better.
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What is communication
To impart/transmit/exchange ideas orinformation.
It includes speaking, listening, writing and non-verbal skills
It is the essence of social interaction
It influences what others think about you andhow well they understand you.
It also determines to a large degree your self-esteem, assertiveness and social adjustment.
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Purpose of Communication
A message must be conveyed.
The message must be received.
There must be a response.
Each message must beunderstood.
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What is effective communication
Transmitted information reaches the receiverexactly as the communicator wants it to.
Both communicator and receiver understand atopic in a similar manner.
Emotions of the communicator are passed on tothe receiver.
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Comparison of CommunicationActivities
Used Listening 45% Speaking 30% Reading 16% Writing 9%
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5 Levels of Communication
Chris Spies, 2002
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The Process ofCommunication
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Noise can happen at any stage..
What the sender means to say
What the sender actually says
What the other person hears What the other person thinks he hears
What the other person wants to say in reply
What the other person actually says in reply What the sender thinks the receiver says and
so on
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Components of Communication
process: C = f( l x s )
e
C stands for Communication whichis a function of Listening (l) andSpeaking (s) in a givenEnvironment (e).
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The Sender
Self concept
Family
CultureSkills
Feelings
Attitudes & values
ExpectationsExperience
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The Message
Channel/Medium
DistortionInterference
Context
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The Receiver
Self concept
FamilyCulture
Skills
Feelings
Attitudes & values
Expectations
Experience
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The Individual
.PerceptionSelf Concept
Experience
Expectations
Attitudes and Values
Communication Skills
Family
Culture
Feelings
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Feedback
Provides continuity inCommunication
Indicates effective understandingor misunderstanding of themessage
Stimulates further communicationand discussion
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Main forms ofcommunication in
organizations
Internal operational
External Operational Personal
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COMMUNICATION
could be. Formal and Informal
Communication
Verbal and Non-VerbalCommunication
Individual and Group
Internal and External
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Formal and Informal
That which is official and part ofrecognized communication system
which is involved in the operationof the organization.
Can be oral or written
Usually takes place along the lines
of command in the hierarchy of theorganization.
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Vertical communication can be bothupward and downward.
Horizontal communication takesplace at the same level in thehierarchy. Also known as lateralcommunication
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Informal Communication
Diagonal or grapevine
Grows out of social interactions
among people who work together.Bound by conventions customsand culture.
Generally transmitted in a variety
of ways gestures,silence, writtenor oral messages.
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Grapevine
Can assume a lot of shapes
Straight chain pattern
Informal star pattern The probability pattern
The cluster net
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Formal Communication Informal Communication
Advantages Disadvantages Advantages Disadvantages
Chain of commandis maintained.
Clear cut directions
for functioning.
Written records for
all are maintained.
Time consuming.Inflexible and
lacking in
autonomy.
Fast dispersion ofinformation.
No hierarchy /
protocol to be
maintained.
Gossip fosters.Rumours spread.
Formation of
cliques.
Ambience is
affected bymisinformation.
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Verbal Communication Non VerbalCommunication
Oral Written Signs
One to one Personal SymbolsOne to other Internal Body Language
Within a Group External Space
Between Groups TimeExternal
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Oral Written
Advantages Disadvantages Advantanges Disadvantages
Personal
Two-way
FlexibleEffective
Direct
Could bedistorted or
forgottenNo records
Cannot beused as
evidenceLengthymessages ???
Authority
Accuracy
Recordpermanent
Coverage/duplicated and
distributedTime to thinkand react
Indirect
Timeconsuming
Increasespaper work
Storage space
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Non verbalCommunication
Advantages Disadvantages
Universal language
Literacy not an issue
No aids required
Feelings perceived moreintensely and evokeimmediate reaction
With different frames ofreferencemisunderstandings can
occurNot culture free
Too many conclusionscan be drawn based on a
single or isolated act.
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Individual Communication Group Communication
Advantages Disadvantages Advantages Disadvantages
It is more
personal.
Individual biases
can come into
play.
Information can be
given to many
people at the same
time.
Time saving.
Clarification ofcommon doubts is
easier.
It is impersonal.
It can be subject to
group think.
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Internal Communication External Communication
Advantages Disadvantages Advantages Disadvantages
Boosts morale
and motivation.
Is an indicator of
the health of the
organization.
Information
overload due to
lack of filtering.
If only one way,
it is directive.
Helps promote
the image of the
organization in
society.
Media hype and
intervention in
organizational
functioning.
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For Starters A simple
thought
Communication is not difficult.We just do it badly !!!!!!!!!!!!!
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Barriers toCommunication
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CONTEXT
The Situation Or Setting Whithin WhichCommunication Takes Place.
The Circumstances Thatsurround A ParticularPiece Of Communication.
Plays An Important Part In How A Message IsEncoded Or Decoded.
The Same Message Can Have Different MeaningDepending On The Situation Since Emotions AndReactions To Ideas And Events Vary In DifferentSituations.
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NOISE
Message Received Is Not Necessarily The Same AsThe Message Sent.
Noise Or Interferance Can Lead ToMisunderstanding Or Confused And AmbiguousCommunication.
Results In Communication Barriers Because OfMisunderstanding And Misinterpretaion.
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CAUSES OFCOMMUNICATION
BARRIERS. Inappropriate Choice Of Words.
Inappropriate Channel.
Inappropriate Message
Reciever Inattention. Lack Of Courtesy By The Sender Or The
Reciever
Nonverbal Communication That Does NotSupport The Words.
Different Cultural Backgrounds
Poor Layout And Presentation
Inappropriate Timing
Inadequate Feedback
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Cause Of Barrier Outcome Strategies To Avoid Barriers
Differences In Perception People Often See And InterpretThe Same Event Or Action In ADifferent Way.
Listen Carefully. Speak ClearlyAnd Irectly To The Other Person.Ask Questions Give A Feedback
Differing Attitudes And Values People Often Form DifferentInterpretations
Listen Carefully. Speak ClearlyAnd Irectly To The Other Person.Ask Questions Give A Feedback
Inconsistency Between
Spoken And NonverbalCommunication
Poor Communication And
Confusion Because OfAmbiguous Message
Match The Verbal And Nonverbal
Parts Of The Total Message.
Withholding Communication Others Operate With Only PartOf Message So Mistakes AreMore Likely To Occur
Plan And Structure The MessageTo Include All NecessayInformation
Passing Judgement By Telling
People Their Reaction IsStupid
The Reciever Can Become
Angry And Retaliate
Listen Actively. Ask
Questions.Give Feedback.
Dismissing The Concerns OrPoint Of Veiw Of Others
The Reciever May Withdraw Listen Carefully. Show You AreAware Of The Others Point OfVeiwww. Ask Questions. GiveFeedback.
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BARRIERS
Barriers Are Influencing FactorsWhich Impede Or Breakdown the
Continuous Communications Loop.
They block, distort or alter theinformation.
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CLASSIFICATION OFBARRIERS
A. PERSONAL BARRIERS
1. Individual Barriers.
Semantic Barriers - language barrier may manifest
itself in the form of misinterpretation of words,gestures, translation and meaning of signs andsymbols.
Words Boot/Boot
Gestures- Nodding head left to right Translation Lift = elevator/escalator
Signs and symbols
Frames of Reference- UNION = ? For scientist/manager
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2. Psychological barriers may arise due to attitudes , bias orclosed mind, emotions, perceptual variations, mental
competencies, sensory differences, tendencies to exaggerate andlack of listening skills.
Attitude
Bias
Heightened emotions
Perceptual variations
Mental competency
Sensory differences
Exaggeration
Listening
3. Cultural differences result of geographical,economical,social,religious, educational and occupational factors.
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4. Audience Resistance
external factors that cause people to tune you
out. (characteristics of dress, speech andactions that may be turning people off)
internal factors that prevent them from giving
you their complete attention.lack of interest in what you're saying
(bearing does it have on the listener's job,income, health, family, or security )
a lack of understanding.(erecting defensemechanisms and emotional barriers) (Keep ItSimple
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B. ORGANIZATIONAL BARRIERS
1.Structural barriers -
2. Status effect
3. Filtration level
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C. MECHANICAL BARRIERS
1. Technical impediments
2. Information overload
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D. PHYSICAL BARRIERS
1. Geographical Distances
2. Time pressures
3. Physical distractions
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E. Environmental Barriers
Distractions
Disturbances
Diversions Discomfort
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To Make CommunicationEffective, Barriers Must Be
Identified, Taken Cognizance OfAnd Overcome By EncouragingFeedback
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HOW
By general awareness of theimportance of communications.
Organizational facilities free flow proper climate confidenceopenness- feedback reward-performance appraisal
Interpersonal style
Empathy
Clear cut systems and procedures
Eff ti C i ti
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Effective Communication
Effective communication begins whenthe receiver starts responding back
A good rule forcommunication is to
leave unmentioned what your audiencealready knows
-tell them something new!"
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Dhun Dastoor [email protected]
Shailaja Karve [email protected]
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