Communication

A Challenge
Please write a One Sentence Definition of EFFECTIVE COMMUNICATION

Definition of Communication (1 of 2)
The exchange of thoughts, messages, or the like, as by speech, signals or writing. To express oneself in such a way that one is readily and clearly understood.

Definition of Communication (2 of 2)
Communication is shared feelings/shared understanding. If you can honestly achieve that goal, you are communicating.

The sharing of information between two or more individuals or groups to reach a common understanding.

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The Communication Process

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Figure 16.1

The Communication Process

Sender person wishing to share information with some other person  Message what information to communicate  Encoding sender translates the message into symbols or language  Noise refers to anything that hampers any stage of the communication process

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The Communication Process

Receiver person or group for which the message is intended  Medium pathway through which an encoded message is transmitted to a receiver  Decoding - critical point where the receiver interprets and tries to make sense of the message

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The Communication Process

Feedback phase is initiated by the receiver  Receiver decides what message to send to the original sender  Feedback eliminates misunderstandings, ensures that messages are correctly interpreted


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Verbal & Nonverbal Communication



Verbal Communication
The encoding of messages into words, either written or spoken

Nonverbal
The encoding of messages by means of facial expressions, body language, and styles of dress.

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Methods of Communication
One-Way
|

Memo, fax, e-mail, voice mail, letter.

Two-Way Phone call, in-person. Collaborative

B

Team meetings, consulting, consensus, decision making, group problem solving.

Communication Advantages

Increase productivity. Reduce stress. Better understand what others are saying. Better understand how to get your message across. Enhance relationships. Save time and money.

Who Is Responsible?
 The Communicator.

How Much Is The Communicator Responsible?

 60 Percent!

Functions of Communication  The Communication Process  Communication Fundamentals  Key Communication Skills


Functions of Communication

Control  Motivation  Emotional Expression  Information



Communication Fundamentals Direction:

  

Downward Upward Crosswise

Networks:


Formal vs. Informal

Highly Directive, from Senior to subordinates, to assign duties, give instructions, to inform to offer feedback, approval to highlight

It is non directive in nature from down below, to give feedback, to inform about progress/probl ems, seeking approvals.

Communication Networks

Chain

Wheel

All Channels

Communication Networks in Groups and Teams

Type of Network
Wheel Network Chain Network Information flows to and from one central member. Members communicate only with the people next to them in the sequence.

Wheel and chain networks provide little interaction. Circle Network All-Channel Network Members communicate with others close to them in terms of expertise, experience, and location. Networks found in teams with high levels of communications between each member and all others.

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Communication Networks in Groups and Teams

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Figure 16.3

Barriers to Effective Communication

Filtering  Selective Perception  Emotions  Language



Key Communication Skills

Listening Skills  Feedback Skills  Presentation skills


Basic Communication Skills Profile

________________________________________________ Communication Order Learned Extent Used Extent Taught

____________________________________________ Listening Speaking Reading Writing First Second Third Fourth First Second Third Fourth Fourth Third Second First

Meaning
     

Listening Is With The Mind Hearing With The Senses Listening Is Conscious. An Active Process Of Eliciting Information Ideas, Attitudes And Emotions Interpersonal, Oral Exchange

Stages of the Listening Process

     

Hearing Focusing on the message Comprehending and interpreting Analyzing and Evaluating Responding Remembering

Barriers to Active Listening

      

Environmental barriers Physiological barriers Psychological barriers Selective Listening Negative Listening Attitudes Personal Reactions Poor Motivation

How to Be an Effective Listener

 What You Think about Listening ?
     Understand the complexities of listening Prepare to listen Adjust to the situation Focus on ideas or key points Capitalize on the speed differential

 Organize material for learning

How to Be an Effective Listener (cont.)

 What You Do about Listening ?
    Establish eye contact with the speaker Take notes effectively Be a physically involved listener Avoid negative mannerisms

Feedback Skills
    

Positive vs. Negative Feedback Positive feedback is more readily and accurately perceived than negative feedback Positive feedback fits what most people wish to hear and already believe about themselves Negative feedback is most likely to be accepted when it comes from a credible source if it is objective in form Subjective impressions carry weight only when they come from a person with high status and credibility

Developing Effective Feedback Skills

     

Focus on specific behaviours Keep feedback impersonal Keep feedback goal oriented Make feedback well timed Ensure understanding Direct feedback toward behaviour that is controllable by the recipient

Presentation Skills
Ideas, concepts or issues talked about or spoken to a group or audience Public speaking is one of the most feared things I could make such a fool of myself Skills required to give a good presentation can be developed

Preparation is the Key

Presentation Skills


Preparation/ Planning is the first step on the ladder to success Aspects in the development of a good presentation Self Centered (Self) Audience Centered (Audience) Subject Centered (Material)

   

Presentation Skills
 

Preparation: Audience Analysis

What is the audience interested in  What does the audience want  What does the audience already know and needs to know  What are their needs, expectations from this presentation  How will the audience benefit from this presentation

Presentation Skills
Structure the content in line with the audiences needs  What do you want to tell the audience?  What is your objective?  Prepare keeping in mind the time allotted  Anticipate the questions and prepare  Collect material from a variety of sources  Arrange points logically and sequentially  Prepare handouts as well


Presentation Skills
The Begining  Should be carefully designed  Get attention - shock, humour, question, story, facts &figures - well rehearsed yet natural  Motivate audience to listen - listen to their needs

Presentation Skills
Prepare Closing  Last 2 to 2.5 minutes are as critical as the first five minutes for a successful presentation  Summarize- highlight important points  Suggest action- what to do and when, where and how to do it

Presentation Skills
Stage Fright  Everyone has it to some degree  Can be used constructively  Key issue is not elimination of fear Instead channel the energy it generates for an effective presentation

Presentation Skills
Effective Delivery  Be active - move  Be purposeful - controlled gestures  Variations vocal (pitch, volume, rate)  Be natural  Be direct dont just talk in front of the audience talk to them

Group Facilitation
Verbal Communication- barriers  Speaking too fast  Using jargon  Tone and content  Complicated or ambiguous language  Not questioning  Physical State of the audience

Presentation Skills
Sensitivity to the audience
 see

the audience  Take non-verbal feedback -congruent and incongruent body language  Modify to meet audience needs  Dont just make it as a presentation

Presentation Skills
Handling Questions
 Do

not get confused  You are not supposed to know everything  Anticipate and keep answers ready  Sometime questions themselves give you a lead to highlight your point of view

Business in Todays Scenario is not a National Olympics, International Match where Players. but there Only is a are that

Individual / Company can survive which has done its homework well &

developed its uniqueness.

Cross Culture Communication

INTERCULTURAL COMMUNICATION IS THE PROCESS OF SENDING AND RECEIVING MESSAGES BETWEEN PEOPLE WHOSE CULTURAL BACKGROUND COULD LEAD THEM TO INTERPRET VERBAL AND NON-VERBAL SIGNS NONDIFFERENTLY. DIFFERENTLY.

Why Cross Culture Communication is important ?

Globalization: Globalization: Cross border movement of people, goods and data brings more and more cultures into contact with one another and increases the potential of cross culture communication. communication.

Business Opportunities Job Opportunities Improves the contribution of employees in a diverse workforce Sharing of views and ideas Talent improvisation An understanding of diverse market

Non-Verbal Communication Differences

Case In Point : Eye Contact

In some cultures, looking people in the eye is assumed to indicate honesty and straightforwardness; in others it is seen as challenging and rude.

In USA, the cheapest, most effective way to connect with people is to look them into the eye.

"Most people in Arab culture share a great deal of eye contact and may regard too little as disrespectful.

In English culture, a certain amount of eye contact is required, but too much makes many people uncomfortable.

In South Asian and many other cultures direct eye contact is generally regarded as aggressive and rude.

Case in Point : Gesture

Gestures A motion of the hands, head or body to emphasize an idea or emotion. How can a Gestures distort the message..

Perfect! OK!

Zero! Worthless!

Rubbish!

USA=OK

JAPAN=MONEY

RUSSIA=ZERO

BRAZIL=INSULT

How can the same Gestures be treated differently in different cultures

Gestures Around the World

Western Brazil USA

- Do you have a telephone ? - Cuckold (Your wife is cheating to you) - Sign for the Texas Long Horns

Blocks to Cultural Communication

1. Ethnocentrism : Inability to accept another culture's world view; "my way is the best." 2.

Discrimination : Differential treatment of an individual due to

minority status; actual and perceived; e.g., "we just aren't equipped to serve people like that."

3.

Stereotyping : Generalizing about a person while ignoring presence

of individual difference; e.g., "she's like that because she's Asian all Asians are nonverbal."

4.Cultural Blindness: Differences are ignored and one proceeds

though differences did not exist; e.g., "there's no need to worry about a person's culture

as

5.Cultural Imposition: Belief that everyone should conform to the

majority; e.g., "we know what's best for you, if you don't like it you can elsewhere." go

6.Tone Difference : Formal tone change becomes embarrassing and offputting in some cultures.

DEVELOPING CROSS CULTURAL COMMUNICATION SKILLS

"Tact is the ability to describe others as they see themselves. Abraham Lincoln

Skills To Overcome Differences

"To handle yourself, use your head; to handle others, use your heart." Donald Laird

Skills To Overcome Differences

Respecting Differences and Working Together

Skills To Overcome Differences

Building Trust Across Cultural Boundaries

Skills To Overcome Differences



Understanding Body Language

United States of America Americans tend to refrain from greetings that involve hugging and other close physical contact. When sitting, U.S. citizens often look very relaxed. They may sometimes sit with the ankle of one leg on their knee. Arab Countries The left hand is considered unclean in the Arab countries. When sitting, keep both feet on the ground. The "thumbs up" sign is offensive throughout the Arab world. South Korea Bows are used for expressing appreciation, making apologies and requests, as well as for greetings and farewells. When the Japanese want to give the impression that they are in deep thought, they will sometimes fold their arms.

Skills To Overcome Differences

Connecting with people

Things To Remember While Interacting And Connecting With People

Business Attire

Selecting and Presenting Business Gifts

 Unwrapping gifts Saudi Arabia - Gifts are opened in private. USA - Gifts are opened in public Appreciated Gifts or Indonesia - Gifts, such as tokens memento of your country your company logo

Turkey - Wine or liquor if you are sure your hosts drink alcohol, Candy, pastries & Roses, Glassware, such as a vase, goblet, or decanter make prized gifts Gifts to avoid UAE - Alcohol / perfumes containing alcohol and pork and pigskin products to be avoided China - Do not give anything in sets of four or gifts that carry the association of death, funerals such as clocks, cut flowers, white objects.

How do you do it?

The handshake should be firm. While shaking hands establish eye contact and always smile The person who initiates the handshake is the

Improving Cross Culture Communication

Topics to Avoid: Indonesia: Politics, corruption, criticism of Indonesian ways, commenting on Indonesian customs that you find peculiar, religion

Saudi Arabia: Middle Eastern politics and International oil politics, Israel, criticizing or questioning Islamic beliefs, women/ inquiries or complimentary remarks about the female family members of your Saudi associates

South Korea: Korean politics/local politics, The Korean War, Socialism and Communism, Japan and your contacts in Japan, your host's wife, Personal family matters

Germany: World War II, personal questions,

TEN Pre-cautions in Cultural Communication Pre-

1. 2. 3. 4. 5. 6. 7. 8. 9. 10.

Slow Down Separate Questions Avoid Negative Questions Take Turns Write it down Be Supportive Check Meanings Avoid Slangs Watch the humour Maintain Etiquette