Documenti di Didattica
Documenti di Professioni
Documenti di Cultura
COMMUNICATION
AGENDA
Introduction to Communication
Process of Communication
Issues in Communication
Non-verbal Communication
INTRODUCTION TO
COMMUNICATION
Section 1
INTRODUCTION
What is Communication?
How does communication happen?
What are the functions of communication?
What are the barriers to communication?
DEFINITION
The transference and understanding of meaning.
(Stephen P. Robbins)
The process of transmission of a message and
understanding of information between two or
more people; it involves at least two parties– a
sender and a receiver. (Kavita Singh)
The way we share information, ideas, goals,
directions, expectations, feelings, and emotions
in the context of coordinated action.
(Schermerhorn, Hunt & Osborne)
The evoking of a shared or common meaning in
another person. (Nelson & Quick)
The process of sharing goal-oriented messages
between two or more sources through a medium
or media. (Pareek)
FUNCTIONS
Control
Motivation
Emotional expression
Information
PROCESS OF
COMMUNICATION
Section 2
COMMUNICATION PROCESS
FE
E
G
ED
A
SOURCE
BA
S
ES
CK
M
RECEIVER ENCODING
MESSAGE
ME
E SSA
G G E
S SA
ME CHANNEL
DECODING
FEEDBACK
What is feedback?
Functions of feedback
Provide data about style of behaviour
Culture of openness and interpersonal trust
Better self-awareness
Effective communication
How to give feedback
The good news first
Descriptive and Non-evaluative
Focus on behaviour and not the person
Reinforce new, positive behaviour
Suggestive, not Prescriptive
Well-timed
ACTIVE LISTENING
Difference between hearing and listening
Difference between listening and active
listening
Guidelines:
Listen for content
Listen for feelings
Respond to feelings
Note all cues
Reflect back
CHANNELS
Media
Types: people, mechanical, written, oral,
computer, etc.
Characteristics
Capacity
Modifiability
Duplication
Speed
Feedback
Appropriateness
NETWORKS
Define the channel
Series of linkages between communicating entities
Formal
Chain
‘Y’
Wheel
Circle
All-channel / Star
Informal
Grapevine
Social gatherings
Management by Wandering Around
DIRECTIONS
Downward
Assign goals and provide job instructions
Inform of policies and procedures
Point out problems
Offer feedback about performance
Upward
Provide feedback to higher-ups
Inform of progress towards goal
Relay current problems
Lateral
Save time and facilitate coordination
Short circuit vertical hierarchy and expedite action
ISSUES IN
COMMUNICATION
Section 3
BARRIERS TO EFFECTIVE
COMMUNICATION
Filtering
Selective perception
Defensiveness
Language
Status differences
Gender differences
Cultural diversity
Preconceived ideas
Trust
Organizational climate
Sensitivity
Non-verbal cues
Channel effectiveness
CURRENT CHALLENGES IN
COMMUNICATION
Men are from Mars, Women are from Venus
“Politically Correct” communication
Cross-cultural communication
Electronic communication
NON-VERBAL
COMMUNICATION
Section 4
NON-VERBAL COMMUNICATION
Not involving words or language
Up to 93% of communication is non-verbal
(UCLA)
Types
Proxemics- individual’s perception and use of
space
1.5 ft- intimate distance, 4 ft- personal
distance, 12 ft- social distance, above- public
distance
Kinesics- posture, body language
Facial and eye behaviour
Paralanguage- pitch, loudness, tempo, tone,
duration, laughing, crying
REFERENCES
Organizational Behaviour- Stephen P. Robbins
Organizational Behaviour: Text and cases-
Kavita Singh
Organizational Behavior- Nelson and Quick
Organizational Behaviour- Schermerhorn, Hunt
and Osborn
Understanding Organizational Behaviour- Udai
Pareek
EXERCISE
In pairs (preferably 1 with work-
ex and 1 fresher), choose an
educational institution and
Map the various channels through
which upward, downward and
lateral communication takes
place in that organization
The barriers that are actually
experienced in communication in
that organization
"The single biggest problem in
communication is the illusion that
it has taken place."