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What is Communication?
COMMUNICATION IS THE ART OF TRANSMITTING INFORMATION, IDEAS AND ATTITUDES FROM ONE PERSON TO ANOTHER.COMMUNICATION IS THE PROCESS OF MEANINGFUL INTERACTION AMONG HUMAN BEINGS. ITS ESSENCES : PERSONAL PROCESS OCCURS BETWEEN PEOPLE INVOLVES CHANGE IN BEHAVIOUR MEANS TO INFLUENCE OTHERS EXPRESSION OF THOUGHTS AND EMOTIONS THROUGH WORDS & ACTIONS. TOOLS FOR CONTROLLING AND MOTIVATING PEOPLE. IT IS A SOCIAL AND EMOTIONAL PROCESS.
A Definition
Communication is a process by which information is exchanged between individuals through a common system of symbols, signs or information.
Written Word
Types of Communication
Downwards Communication : Highly Directive, from Senior to subordinates, to assign duties, give instructions, to inform to offer feed back, approval to highlight problems etc. Upwards Communications : It is non directive in nature from down below, to give feedback, to inform about progress/problems, seeking approvals. Lateral or Horizontal Communication : Among colleagues, peers at same level for information level for information sharing for coordination, to save time. In modern business environment communication extends beyond written or spoken words to listened word. Visual dimension added by T.V., computers has given to new meaning to communication. COMMUNICATION NETWORKS Formal Network Informal Network : : Virtually vertical as per chain go command within the hierarchy. Free to move in any direction may skip formal chain of command. Likely to satisfy social and emotional needs and also can facilitate task accomplishment.
Barrier
Feedback/Response
IMPROVE LANGUAGE. IMPROVE PRONUNCIATIOON. WORK ON VOICE MODULATION. WORK ON BODY LANGUAGE. READ MORE LISTEN MORE AVOID READING OR WATCHING OR LISTENING UNWANTED LITERATURE, GOSSIP, MEDIA PRESENTATION ETC. INTERACT WITH QUALITATIVE PEOPLE. IMPROVE ON YOU TOPIC OF DISCUSSION, PRACTICE MEDITATION & GOOD THOUGHTS. THINK AND SPEAK. DO NOT SPEAK TOO FAST. USE SIMPLE VOCABULARY. DO NOT SPEAK ONLY TO IMPRESS SOMEONE. LOOK PRESENTABLE AND CONFIDENT.
Written
Executive memos, letters Annual report Company newsletter Bulletin board postings Orientation manual
Oral
Telephone Face-to-face conversation Company meetings Team meetings
Electronic
E-mail Voicemail Instant Messaging Intranet Videoconferencing
Downward
Management directives Job plans, policies Company goals Mission statements
Horizontal
Task coordination Information sharing Problem solving Conflict resolution
Upward
Employee feedback Progress reports Reports of customer interaction, feedback Suggestions for improvement Anonymous hotline
Types of Communication
Nonverbal
Less structured, harder to classify More spontaneous, less control
Verbal
More structured, easier to study
Genres of Communication
Written Communication Oral Communication Mixed Communication
Written Communication
Letters Memos Email Reports/White Papers Web sites Promotional Materials Other written documents
Oral Communication
Meetings Conference calls Phone calls Presentations Video or audio recordings Other forms of oral communication
Mixed Communication
Web sites PowerPoint presentations (spoken and written communication) Performance reviews
Internal Communication
Official structure
Formal chain of command Up, down, across formal power lines
The grapevine
Informal networking
External Communication
Formal contacts
Marketing Public relations
Informal contacts
Employees
Managers
EFFECTIVE COMMUNICATION
EFFECTIVE COMMUNICATION OCCURS WHEN THE MESSAGE RECEIVED IS AS CLOSE AS POSSIBLE AS THE MESSAGE INTENDED TO BE SENT MUTUAL UNDERSTANDING.
SEVEN Cs OF COMMUNICATION
COMPLETENESS CONTAINS ALL FACTS THE READER OR LISTENER NEEDS FOR DESIRED ACTION. CONCISENESS CONSIDERATION CONCRETENESS
CLARITY
COURTESY CORRECTNESS
NON-VERBAL COMMUNICATION
NON-VERBAL COMMUNICATION
The most basic form of communication is non-verbal. The term non-verbal means without word. Thus nonverbal communication is communication without words. Non-verbal communication means communication that occurs without words.
DEFINITION
Acc to Raymond and John All communication that involves neither written nor spoken words but occurs without use of words are termed as non-verbal communication .
FUNCTIONS
To provide information, either consciously or unconsciously. To regulate the flow of conversation. To express emotion. To qualify, complement, contradict or expand verbal messages. To control or influence others. To facilitate specific tasks.
PROXEMICS
The term Proxemics was first used in the field of communication by eminent researcher Edward T. Hall. he derived the term Proxemics from proximity. In the words of Barker and Gaut, The study of spatial factors between the sender and receiver of the message is called Proxemics.
TYPES OF PROXEMICS
SPACE LANGUAGE TIME LANGUAGE SURROUNDINGS
PARA LANGUAGE
The term para language is combination of two words-para means like and language means mode of communication. Thus, para language literally means like language. In the words of Prof. Barker and Gaut, A language alongside of language and includes vocal characteristics such as pitch, range, resonance, tempo and quality and various vocal sounds such as grunts, groans and clearing the throat.
VERBAL COMMUNICATION
VERBAL COMMUNICATION
ORAL COMMUNICATION WRITTEN COMMUNICATION
ORAL COMMUNICATION
Oral communication is that channel of communication in which message is transmitted in spoken form. The term oral means anything pertaining to the mouth. There are two components of Oral communication : Words and The manner in which words are pronounced.
WRITTEN COMMUNICATION
Written communication is that communication in which information is exchanged in the written or printed form. It is the most formal of all types of communication. The written form of business communication facilitates a business firm to keep a record of the communication.
BARRIERS TO COMMUNICATION
1. SEMANTICS
Definition of words
Choice of words
Written alone:
2. USE OF CHANNELS
Both channels:
Commendation Serious reprimand Important policy change
Nonverbal
Be aware of it.
3. PHYSICAL DISTRACTIONS
4. NOISE, PHYSICAL, PSYCHOLOGICAL 5. STATUS DIFFERENCE 6. EFFECTS OF EMOTIONS
7. PERCEPTIONS
Stereotypes Halo effects Selective perception
See and hear what we expect Ignore if conflicts with what we know.
Projection
TO OVERCOME BARRIERS:
Learn to use feedback well. Be sensitive to receivers point of view. Listen to UNDERSTAND! Use direct, simple language, or at least use language appropriate to the receiver. Use proper channel(s). Learn to use channels well. Learn to use supportive communication, not defensive communication.
LISTENING
What is Listening?
listening (ILA, 1996): the process of receiving, constructing meaning from, and responding to spoken and/or nonverbal messages; to hear something with thoughtful attention Effective communication is 2-way
depends on speaking and listening
creates a desire to cooperate among people because they feel accepted and acknowledged.
Listening reduces stress and tension minimizes confusion and misunderstanding, eliminating related stress and tension
Listening is CRITICAL in conflict resolution much conflict comes from the need to be heard. Successful resolution depends on being a nonanxious presence.
Barriers to Listening
Equate With Hearing Uninteresting Topics Speakers Delivery External Distractions Mentally Preparing Response Listening for Facts Personal Concerns Personal Bias Language/Culture Differences Faking Attention
Verbal Encouragers
Active Listening
Allows you to make sure you hear the words and understand the meaning behind the words Goal: go beyond listening to understanding
Step 1: Listen
To Feelings As Well As Words
Focus on Speaker
Words Emotions -- Implications Dont plan, speak, or get distracted
Step 2: Question
3 Purposes
Demonstrates you are listening Gather information Clarification Tell me more? How did you feel? Then what happened?
Open-ended
Step 3: ReflectParaphrase
Reflect What Is Said (In your words) Reflect Feelings Reframe
Capture the essence of the communication Remove negative framing Move toward problem solving
Step 4: Agree
Get Speakers Consent to Your Reframing Speaker Has Been Heard and Knows It! Solution Is Near!
Activity
Speaker talk for 2 min. Listener listen using the skills weve discussed Observer observe the application of the skills and take notes
INTERVIEW
INTERVIEW
In the words of Stewart and Cash, Interview is a process of didactic communication with pre-determined and serious purpose designed to interchange behavior and involving the asking and answering the questions.
ATTENDING INTERVIEW
In regard to people being interviewed for a job, a national survey of employment interviewers listed the following qualities in order of their relative importance: (1) appearance (2) manner of ideas, (3) personality, (4) speech and voice, (5) manners and (6) skills.
CONDUCTING INTERVIEW
1. 2. 3. 4. Decision about the Suitable Location Preparation for the Interview Commencing the Interview Using questions for control Listening by the Interviewers Summarizing Note-Taking Closing the Interview Making Judgments and Analyzing Results