Communication

Types of Communication

 

On the basis of organization relationship and rules

Formal Informal


  

On the basis of Flow

Vertical Crosswise/Diagonal Horizontal


  

On the basis of Expression

Oral Written Gesture

Types of Communication

Formal Communication
President

Instructions and directives

Information

Managers

Managers

Workers

Workers

Workers

Workers

Efforts at coordination
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Formal Communication
the process of sharing official information with others who need to know it, according to the prescribed patterns depicted in an organization chart Flows through formal channel Also known as line of command

Types
downward communication upward communication horizontal communication Diagonal communication

Informal Communication
Base of informal relation between two or more individuals also known as grapevine. Not planned and organized. May be both official or personal. Based on friendship or acquaintance.

Advantages
Faster speed Reacts quickly Multi dimensional Positive group making Free expression of ideas Supplement to formal channel

Disadvantages
Half truth, rumors No documental proof No action can be taken May lead to internal dispute No authority line is maintained

Informal channels
Y K G D C B Gossip A Chain C B A E D F G H J K A Probability Cluster C A I J D F F B D B I E C H I X J

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Formal vs Informal Communication

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Difference
Formal communication Follows the formal channel Executives are informed about the sender Quick reaction may not be there Relation between the sender and receiver is far remote Informal communication Doesn t follow any formal channel The sender will be unknown Quick reaction will be expected Relation is more like friendly

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Written or Oral ???

People often say it was good to hear from you when they receive an e-mail or a letter, when in fact they didn t hear the message, they read it. Still, if they know you well, they may mentally hear your voice in your written words. Writing a message to friends or colleagues can be as natural as talking to them. Yet when we are asked to write something, we often feel anxious and view writing as a more effortful, exacting process than talking would be.

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 Oral and written forms of communication are similar in many ways. They both rely on the basic communication process, which consists of eight essential elements: source, receiver, message, channel, receiver, feedback, environment, context, and interference.

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Element of Communication

Definition

Oral Application

Written Application

1. Source

A source creates and communicates a message.

Shyam makes a telephone call to Ram.

Shyam writes an email to Ram.

2. Receiver

A receiver receives the message from the source.

Ram listens to Shyam.

Ram reads Shyams email.

3. Message

The message is the stimulus or Shyam asks Ram Shyams e-mail asks meaning produced to participate in Ram to participate by the source for a conference in a conference call 15 the receiver. call at 3:15. at 3:15.

Element of Communication

Definition A channel is the way a message travels between source and receiver. Feedback is the message the receiver sends in response to the source.

Oral Application

Written Application

4. Channel

The channel is the The channel is etelephone. mail.

5. Feedback

Ram says yes. Ram is travelling by train on a business trip when he receives Shyams phone call.

Ram replies with an e-mail saying yes.

6. Environment

The environment is the physical atmosphere where the communication occurs.

Ram is at his desk when he receives 16 Shyams e-mail.

Element of Communication Definition

Oral Application Written Application

7. Context

Ram expects Ram expects Shyam to dial and Shyam to send connect the call. an e-mail with the call-in Shyam expects Ram to check his The context involves information for the call. e-mail for the callthe psychological in information so expectations of Shyam expects to do that he can join the source and the call. receiver. so, and does. Ram calls in at 3:15, but he Also known as has missed the noise, call because interference is he forgot that Ram waits for a anything that phone call from he is in a blocks or distorts Shyam at 3:15, different time the zone from but he doesnt communication process. Shyam. call. 17

8. Interference

What is Oral Communication?

Oral Communication describes any type of interaction that makes use of spoken words.

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Forms of Oral Communication

There are 2 forms of oral communication. Face to face Communication Using mechanical devices for oral communication

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Face to Face Communication

Face to face communication means the exchange of information, thoughts and feelings, when the participants are in the same physical contact.

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Why face to face communication is still the best!

Because human beings are visual and aural creatures. It is essential for creating connection, trust and loyalty.

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 People can be emotionally engaged. Our brains still rely on our instinct to assess danger, trust and honesty. There is also an exchange of palpable physical energy that takes place when people are in the same room with each other.

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WRITTEN1 2 3 COMMUNICATION

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Types of written communication

REPORTS ILLUSTRATIONS MEMOS TELEGRAMS FACSIMILES (FAX) E-MAILS TENDERS OTHERS

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1 NONVERBAL 2 3 COMMUNICATION

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Non Verbal Communication

THE WAY AN INDIVIDUAL POSITIONS HIMSELF, HOLDS HIS HANDS, TILTS HIS HEAD, ALL TRANSMIT VOLUMES ABOUT THE INDIVIDUAL REFERS TO NON- VERBAL COMMUNICATION.

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Types of non-verbal communication

BODY LANGUAGE SIGNS AND SYMBOLS TERRITORY/ZONE OBJECT LANGUAGE

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Nonverbal Communication I
Is it possible to communicate without words? Studies show that over half of your message is carried through nonverbal elements: Your appearance Your body language The tone and the pace of your voice.

Nonverbal Communication II
We know the importance of first impression But first impressions happen everytime we initiate the communication. Before someone processes our verbal messages, She has taken in our appearance, Registered our enthusiasm and sincerety Noted our tone of voice and processed all into nonverbal message.

Nonverbal Communication III

If this message reinforce the content of verbal one, it means we send a powerful message. If the two messages do not match, they may cancel each other and that means nomessages delivered. Nonverbal communication part of this training is for learning how to create a powerfull nonverbal message that will support your verbal content.

Projecting a Powerful Image I

How would you like to sound? How would you like to look? How did you look &sound ? The name of the difference is the image gap Projecting an image that is consistent with the person you want to be significantly improves your ability to develop trust &rapport

Projecting a Powerful Image II

Image can be critical to your success. It is definitely a key element of communication. Politicians, singers, anchormans, top managers It is irrational but people mostly judge the book by the cover. They expect a totaly different image from an executive and a rock musician. Businessworld expect neat, clean, energetic look which reflects that she is ready to work.

Projecting a Powerful Image III

Total image consists of: The first impressions you project The depth of your knowledge The breadth of your knowledge Your enthusiasm.

First Impression
First impression includes: Dress & grooming Voice Handshake Eye contact Body posture

First Impression II
Positive first impression make communications much easier and more comfortable. Negative first impressions can cut off a relationship before it gets started. Many people give up rather than trying to reverse the other people s negative impression.

First Impression III

Accent, Monotone and weak voice, poor vocabulary Cold, limp handshake Lower quality, with inappropriate coloures, messy dressing style, dirty shoes Seldom eyecontact Poor posture, bad hygiene creates a barrier.

Depth of Knowledge
Depth of knowledge: in the area of expertise This refers how well you know your subject? How well do you know your company? Does the depth of your knowledge project credibility and command respect from your employees or do they say I could do her job as well as she can As a part of your image learn your job, company, industry, firm s policies, personnel

Breadth of Knowledge I
Breadth of Knowledge: This area deals with your ability to converse with others in fields of outside area of expertise. The latest development in world events? Popular books and movies? Arts? Hobbies? Different interest areas? Touristic experiences?

Breadth of Knowledge II
By increasing the breadth of your knowledge, you will be able to develop rapport with others. Research has shown that the more people have in common, the better they like each other.

Breadth of Knowledge III

For increasing breadth of your knowledge it is recommended: to spend the nonproductive time as driving, doing home responsibilities with listening radio, watching TV plus reading weekly magazines, reading daily newspapers and min. 4 different books yearly and interacting with others, listening to them

Enthusiasm
Most people like to work with others who are enthusiastic about their work. Enthusiastic people seem to work harder, longer and more accurately than those who are not enthusiastic. Enthusiasm is a projected behaviour to others and make the others enthusiastic. Reverse is valid also.

Projecting a Powerful Image

The response you receive from the world around you is a measure of your success in interpersonal relations. From the beginning to the end of every transaction with another person, you are on the stage. Every word, gesture, expression an dimpression is being seen and evaluated Therefore be careful and respectful generally..

Language of Gestures
Body language and nonverbal communication are transmitted through the eyes, face, hands, arms, legs and posture (sitting and walking) Each individual, isolated gesture is like a word in sentence; it is difficult and isolated dangerous to interpret in and of itself. Therefore consider the gesture in the light of everyhing else that is going on around you.

Eyes
Windows of the soul, excellent are indicators of feelings. Shifty eyes, beady eyes and look of steel demonstrate awareness. Honest person has a tendency to look you straight in the eye when speaking. At least listeners accept it like that.

Eyes II
People avoid eye contact with other person when an uncomfortable question asked. Try to reduce tension and build trust rather than increase tension. The raising of one eyebrow shows disbelief and two shows surprise. People are classified as right lookers and leftlookers. Right lookers are more influenced by logic and precision, left lookers are found to be more emotional, subjective and suggestible.

The Face
The face is one of the most reliable indicators of a person s attitudes, emotions & feelings By analysing facial expressions, interpersonal attitudes can be discerned and feedback obtained. Some people try to hide their true emotions. The term Poker Face describes them.

The Face
Common facial gestures are: Frowns: unhappiness, anger Smiles: happiness Sneers: dislike, disgust Clenched jaws: tension, anger Pouting lips: sadness.

The Hands
Tightly clenched hands usually indicate that the person is experiencing undue pressure. It may be difficult to relate to this person because of his tension and disagreement. Superiority and authority are usually indicated when you are standing and joining your hands behind your back.

The Hands II
Rubing gently behind or beside the ear with the index finger or rubbing the eye usually means the other person is uncertain about what you are saying. Leaning back with both hands supporting the head usually indicates a feeling of confidence or superiority.

Hands III
Cupping one or both hands over the mouth, especially when talking, may well indicate that the person is trying to hide something Putting your hand to your cheek or stroking your chin generally portrays thinking, interest or consideration. Fingers bent across the chin or below the mouth most often shows critical evaluation.

The Arms and Legs

Crossed arms tend to signal defensiveness. They seemingly act as a protective guard against an anticipated attack or a fixed position which the other person would rather not move. Conversely, arms open and extended toward you generally indicate openness and acceptance.

The Arms and Legs II

Crossed legs tend to seem disagreement. People who tightly cross their legs seem to be saying that they disagree with what you are saying or doing. If the people have tightly crossed legs and tightly crossed arms, their inner attitude is usually one of extreme negativity toward what is going on around them. It may be difficult to get agreement.

Posture: Sitting and Walking

Sitting with your legs crossed and elevated foot moving in a slight circular motion indicates boredom or impatience. Interest and involvement are usually projected by sitting on the edge of the chair and leaning slightly forward. Generally, people who walk fast and swing their arms freely tend to know what they want and to go after that.

Posture: Sitting and Walking II

People who walk with their shoulders hunched and hands in their pockets tend to be secretive and critical. They don t seem to like much of what is going on around them. Dejected people usually scuffle along with their hands in pockets, heads down, and shoulders hunched over. People who are preoccupied or thinking, usually walk with their heads down, hands clasped behind their backs and pace very slowly.

Interpreting Gesture Clusters

Certain combinations of gestures are especially reliable indicators of a person s true feelings. These combinations are clusters. Each gesture is dependent to others, so analysis of a person s body language is based on a series of signals to ensure that the body language clearly and accurately understood.

Interpreting Gesture Clusters II

All the individual gestures fit together to project a common, unified message. When they do not, this means a incongruity. For example: A nervous lough. A laugh generally signal of relaxation. But if there are nervous signals in body language that means the person is trying to escape from an unpleasent situation.

Common Gesture Clusters Openness:

Several gestures indicate openness and sincerety Open hands, unbuttoned coal or collar, leaning slightly forward in the chair, removing coat or jacket, uncrossing arms and legs, moving closer.

Common Gesture Clusters Openness:

When people are proud of what they have done, they usually show their hands quite openly. When they are not often put their hands into their pockets, or hide back When people show signals of openness that means they are generally beginning very comfortable in your presence which is good.

Common Gesture Clusters Defensiveness:

People who are defensive usually have a rigid body, arms or legs tightly crossed, eyes glancing sideways or darting occasionaly. minimal eye contact lips pursed, fists clenched and downcast head

Common Gesture Clusters Evaluation:

Evaluation gestures say that the other person is being thoughtful or is considering what you are saying. Sometimes in a friendly way sometimes in an unfriendly way. Typical evaluation gestures include tilted head, hand to cheek, leaning forward and chin stroking

Common Gesture Clusters Evaluation:

Sometimes evaluation gestures take on a critical aspect. The body is more drawn back The hand is to the face but the chin is in the palm of the hand with one finger going up the cheek and the other fingers positioned below the mouth. This is generally an unfavorable gesture.

Common Gesture Clusters Evaluation:

To gain time for evaluating the situation people use cigarette or pipe smoking habits, removing eyeglasses. A final negative evaluation gesture is dropping his eyeglasses to the lower bridge of noise and peering over them. This gesture usually causes a negative emotional overreaction in other people.

Suspicion, Secrecy, Rejection, and Doubt:

These negative emotions are communicated typically by: Sideways glances Minimal or no eye contact Shifting the body away from the speaker Touching or rubbing the nose.

Suspicion, Secrecy, Rejection, and Doubt II

When a person do not want to look at you it could mean he is being secretive, has private feelings in opposition to what you are saying or hiding something. A sideway glances means suspicion and doubt. Shifting your body from someone means you wish to end the conversation, meeting etc. Touching nose may indicate doubt or concealment

Common Gesture Clusters Readiness

Readiness is related to the goal-oriented high achiever with a concern for getting things done. It communicates dedication to a goal and is usually communicated by sitting forward at the edge of a chair. This may negatively give the appearence of being overly anxious also.

Common Gesture Clusters Nervousness

Clearing one s throat, Chain smoking. Covering the mouth with hand, Tapping fingers Whistling, Jingling pocket change Fidgeting Twitching lips or face

Common Gesture Clusters Boredom or Impatience

These unproductive feelings are usually conveyed by the Drumming of fingers Cupping the head in the palm of the hand, Foot swinging Brushing or picking a lint Looking at your watch or the exit.

Common Gesture Clusters Enthusiasm

This is an emotion hat you love to see in other people and they in you. It is conveyed by A small upper or inward smile Hands open and arms extended outward Eyes wide an alert A lively and bouncy walk A lively and well-modulated voice.

Non -Verbal Communication : AN OVERVIEW

INTRODUCTION IMPORTANCE TYPES OF NON -VERBAL MESSAGES BODY LANGUAGE INTERPRETING BODY LANGUAGE ARTIFACTUAL COMMUNICATION AND COLOR SPACE AND DISTANCE / PROXEMICS GENDER , DIVERSITY AND TECHNOLOGY TIPS TO IMPROVE N-V COMMUNICATION VIEW NEXT PPT. ONBODY SPORT

NON-VERBAL COMMUNICATION : INTRODUCTION ( 1 of 4 )

Non -Verbal Communication is the message or response not expressed or sent in words -hints , suggestions , indications. Actions speak louder than words. What you are speaks so loudly that I cannot hear what you say -Ralph Waldo Emerson There is a distinction between the meanings we give in words and the meanings we give off in NV signals.

NON-VERBAL COMMUNICATION : INTRODUCTION ( 2 of 4 )

Non -Verbal signals are unconscious parts of our behavior which is a deeply rooted part in our entire makeup. In fact, it is the most basic part of our personality. Behavior has no opposite, i.e. there is no such thing as non-behavior.

NON-VERBAL COMMUNICATION : INTRODUCTION ( 3 of 4 )

Christopher Turk puts it very simply : one cannot not behave. Now, if it is accepted that all behavior in an interactional situation has message value, i.e., is communication, it follows that no matter how one may try, one cannot not communicate. Activity or inactivity, words or silence, all have message value: they influence others and these others, in turn, cannot notrespond to these communications.

NON-VERBAL COMMUNICATION : INTRODUCTION ( 4 of 4 )

NVC is the unspoken communication that goes on in every Face-to-Face encounter with another human being. It is recognized as the route to discover what the other side wants, without them ever saying it, like a secret way into their soul. NVC stands for the innermost, instinctual form of human communication.

IMPORTANCE OF NON-VERBAL COMMUNICATION

Communication researcher Mehrabian found that only 7% of a message s effect are carried by words ; listeners receive the other 93% through non -verbal means. Birdwhistell suggested that spoken words account for not more than 30-35% of all our social interactions. Over 65 percent ofthe social meaning of the messages we send to others are communicated nonverbally.

TYPES OF NON-VERBAL MESSAGES

A. Body Language or Kinesics B. Clothing or Artifactual Communication C. Voice or Paralanguage D. Space and Distance, or Proxemic factors E. Color F. Time, or Chronemics; and G. Touch, or Haptics

A. Body Language
The bodily gestures, postures, and facial expressions by which a person communicates nonverballywith others -(Soukhanov 1992:211).KINESICS: POSTURE GESTURE FA CIAL EXPRESSIONS GAZE / EYE CONTACT

A. Body Language
Body language and kinesicsare based on the behavioral patterns of nonverbal communication, but kinesics is still so new as a science that its authorities can be counted on the fingers of one hand " -(Fast 1970:9).

A. Basic Types of Body Language postures

1.OPEN / CLOSED People with arms folded and legs crossed and bodies turned away are signalling that they are rejecting messages. People showing open hands, fully facing you and both feet planted on the ground are accepting them. 2.FORWARD/ BACK When people are leaning forward and pointing towards you they are actively accepting or rejecting the message. When they are leaning back, looking up at the ceiling, doodling on a pad, cleaning their glasses they are either passively absorbing or ignoring it.

A. Body Language
1.Facial expression(s) 2.Eyes 3.Lips 4.Arms 5.Hands 6.Fingers

A1.1 The Face

The face is an important source of information. Since the face cannot be easily hidden, it is an important source of nonverbal information and communicates a variety of emotions. In addition, eye contact, pupil size, and the smile provide additional cues to informed observers.

A1.1. Facial Expression(s)

A1.2. Facial Expression(s)

A1.3. Facial Expression(s)

What is the impression you wish to convey? Do you smile at others? Always smiling, never smile, sometimes.

A2. Eyes

A3. Lips

A4. Arms

A5. Hands

A6. Fingers

Interpreting Body Language

1.1. Responsive
ENGAGED leaning forward Open Body Open Arms Open Hands

1.2. Responsive
EAGER (sprint position) Open Legs Feet under Chair On Toes Leaning Forward

1.3. Responsive
READY TO AGREE closes papers Pen Down Hands Flat on Table

2.1. Reflective
LISTENING with head tilted Lots of Eye Contact Nodding High Blink Rate

2.2. Reflective
EVALUATING : sucking glasses / pencil Stroking Chin Looking Up and Right Legs crossed in 4 pos Ankle on Knee

2.3. Reflective
ATTENTIVE (standing) Arms behind Back Smile Open Feet

3.1. Fugitive
BORED staring into space Slumped Posture Doodling Foot Tapping

3.2. Fugitive
LET ME GO feet towards door Looking Around Buttoning Jacket

3.3. Fugitive
REJECTION sitting/moving back Arms Folded Legs Crossed in 11 pos Thigh on Knee Head Down Frown

4.1. Combative
LET ME SPEAK finger tapping Foot Tapping Staring

4.2. Combative
AGGRESSIVE leaning forwards Finger Pointing Fists Clenched

4.3. Combative
DEFIANT (standing) Hands on Hips Frown

B. Artifactual Communication and Color

Artifactual communication, is an integral part of the nonverbal package. It includes the use of personal adornments such as clothing, jewellery, makeup, hairstyles, and beards. People are apt to make inferences about us based on the way we dress.

Proxemic cues, including the treatment of space and territory influence interaction and help define the communication experience. Edward Hall says there are four different distances that we keep between ourselves and other people:intimate distance-0 to 18 inches; personal distance-18 inches to 4 feet; social distance-4 to 12 feet; and public distance-12 feet to the limit of sight.

D. Space and Distance, or Proxemicfactors

D. Space and Distance, or Proxemic factors

Researchersdivide environmental spaces into three categories:informal, semifixed-feature, and fixed-feature based on the perceived permanence of the physical space. Territorialityis an important concept in communication: typically, human beings stake out space or territory. Territoriality describes the need to demonstrate a possessive or ownership relationship to space. Markers are used to reserve space and set boundaries that help identify the space as belonging to someone.

Gender, Diversity, and Technology

The use of nonverbal cues is affected by variables such as gender, culture, and technology. The ways men and women use nonverbal cues reflects societal practices. To a large degree, people modify their useof nonverbal cues depending on the culturethey belong to or identify with. Non-verbal communication is also affectedby whether communication is occurring on-or offline.

Tips to improve Non-Verbal Communication

Positive NV behavior improves your non-verbal communication effectiveness. You can improve your effectiveness as a non-verbal communicator by observing and analyzing both the physical environment of interactions and the body language, appearance, gestures, vocal cues, eye contact, and touching behaviorof the participants. Inculcate positive Body Sport.

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