Documente Academic
Documente Profesional
Documente Cultură
Skills
(MGT-320)
Week 1 (1st and 2nd Lecture)
Instructor: Mr. Zahid Bashir
1
Communication
movement.
2
Scope of Communication
3
Communication Process
4
Communication Process (Cont)
• Context
• Sender / Encoder
• Message
• Medium/Channel
– Oral Communication
– Written Communication
• Receiver / Decoder
• Feedback
5
Context
6
Sender / Encoder
7
Message
symbols. First decide exactly what your message is. Also consider the
receiver of your message. You must also consider your context and
your receiver’s as well. How your receiver will interpret your message
8
Medium/Channel
• It means the way to be used to send your message. You can choose
electronic mail, the printed word or sound etc. The choice of
medium is affected by the relationship between the sender and the
receiver. The urgency of a message can also be a factor in whether to
use the written or spoken medium. You may also consider factors
such as importance, number of receivers, costs and amount of
information; you must also consider which medium is preferred in
the receiver’s culture. Based on research, the following are some of
the characteristics found in oral and written communication.
9
Characteristics of oral & written communication
Oral Communication
Written Communication
10
Receiver / Decoder
• All factors of a message are filtered through the receiver’s view and experience in the
work. Therefore, miscommunication can occur when personal biases and individual
values cause the receiver to misinterpret the sender’s internal message.
11
Feedback
12
Effective communication
13
Barriers to Effective Communication
People in the world are not exactly alike. Cultures or countries are not the same. These differences,
however, can cause problems in conveying your meanings. Each person’s mind is different from others.
As a result, message sender’s meanings and the receiver’s response are affected by many factors, such as
the following:
• Physical Barrier
• Psychological barriers
Emotional barriers
Perceptual barriers
14
Semantic Barrier (Convention of meaning)
A basic principle of communication is that the symbols the sender uses to communicate
messages must have the same meaning in both the sender’s and receiver’s minds. You
can never be sure that the message in your mind will be clearly sent to your receiver.
The world is full with errors, as a result of differences in semantic (meaning)
understanding. A symbol is a sign for something that exits in reality. Thus your name is
really a symbol or a word which represents you. Only through common experience we
learn, in a connection made between the symbol and the word attached to you and the
person you are in reality .Anyone with less common experience will not easily relate
the symbol (your name) with you. Besides, there are problems in convention of
meaning, so you must make yourself familiar with different types of meaning.
15
Semantic Barrier……types
Denotation
A denotation is usually the dictionary definition of a word. Denotative
meanings name objects, people or events without indicating positive or
negative qualities. Such words as car, desk, book, house, and water
convey denotative meanings. The receiver has a similar understanding
of the thing in which the word is used.
Connotation
A connotation is an implication of a word or a suggestion separate from
the usual definition. Some words have connotative meanings, that is,
qualitative judgment and personal reactions. The word man is
denotative, father, prophet, brother are connotative. Some words have
positive connotations in some contexts and negative meanings in
others. For example, slim girl and slim chances.
16
ii) Physical Barriers
• For Writing:
There is a whole barrage of possible physical blocks, jammed or jagged
margins, fingerprints or smudges, unclear photocopies, unreadable
word processor printout, water and coffee or tea spots etc.
• For Speaking:
Mumbling, not enunciating, speaking too quickly, noises become of
hissing ventilation, blowing air conditioning, ringing telephones,
slamming doors etc. are different aspects of physical barriers.
17
iii) Psychological Barriers
In this changing world, everyone has his own concept of reality. Also, human
beings’ sensory perceptions – touch, sight, hearing, smell, and taste are limited,
and each person’s mental filter is unique. In our daily interaction with others,
we make various abstractions, inferences and evaluations of the world around
us.
• Emotional Barriers
One possible psychological block is emotional; you may be emotionally
blocked when you are announcing a new policy that whether you may become
popular or unpopular. Similarly, you may have emotional barrier while making
your first presentation or writing someone you dislike.
• Perception barriers
The perceptual problem is that people think differently so as a result their
perception of reality is different. The material world provides a special reality
to each individual. As human being’s sensory perceptions—touch, sight
hearing, smell, taste -- are similar, and each person’s mental filter is unique.
We make various abstractions, inferences and evaluations of the world around
us.
18
Types of Perception barriers
Abstracting
Selecting some details and omitting others is a process called abstracting. On many occasions
abstracting is necessary. Differences in abstracting take place not only when persons describe
events but also when they describe people and objects. However, you should be cautious about
“slanted” statements.
Slanting is unfair in factual reporting. When presenting some particular facts, you include your
own biased ideas into it, you make slanting statement. Try not to let personal preferences affect
your factual reporting of information.
Inferring
Conclusions made by reasoning from evidence are called inferences. We make assumptions and
draw conclusions even though we are not able to immediately verify the evidence. Some
inferences are both necessary and desirable; others are risky, even dangerous.
Necessary Inferences
When we reach a foreign country, we are sure that we will be treated politely. When we post a
letter, we infer that it will reach its destination. When we base our inferences on direct observation
or on reasonable evidence, they are likely to be quite dependable. Conclusion we make about
things we have not observed directly can often be untrue.
As an intelligent communicator, we must realize that inferences may be incorrect or unreliable
and anticipate the risks before acting on them. Be careful to distinguish clearly among verifiable
facts, and mere guess work.
19
Barriers Involving Values, Attitudes
Both personality and attitude are complex cognitive process. The difference is that
personality usually is thought of as the whole person whereas attitude may be the part
of personality. The term attitude describes people and explains their behavior. More
precisely an attitude can be defined as a persistent tendency to feel and behave in a
particular way towards some object. For example: Naeem does not like night shift, so
his attitude is negative towards his work assignment.
Closed Mind
Some people hold rigid views on certain subjects. They maintain their rigid views
regardless of the circumstances. Such a closed minded person is very difficult to
communicate to.
20
Sender’s credibility
21
7 C’s of Communication
22
1. Clarity
When writing or speaking to someone, be clear about your goal or
message. What is your purpose in communicating with this person? If
you're not sure, then your audience won't be sure either.
To be clear, try to minimize the number of ideas in each sentence. Make
sure that it's easy for your reader to understand your meaning. People
shouldn't have to "read between the lines" and make assumptions on
their own to understand what you're trying to say.
Bad Example
Hi John,
I wanted to write you a quick note about Daniel, who's working in your
department. He's a great asset, and I'd like to talk to you more about
him when you have time.
Best,
Skip
23
1. Clarity
What is this email about? Well, we're not sure. First,
if there are multiple Daniels in John's department,
John won't know who Skip is talking about.
24
1. Clarity
• Good Example
Hi John,
I wanted to write you a quick note about Daniel Kedar, who's
working in your department. In recent weeks, he's helped the
IT department through several pressing deadlines on his own
time.
We've got a tough upgrade project due to run over the next
three months, and his knowledge and skills would prove
invaluable. Could we please have his help with this work?
I'd appreciate speaking with you about this. When is it best to
call you to discuss this further?
Best wishes,
25
2. Concise
This email is too long! There's repetition, and there's plenty of "filler"
taking up space.
27
2. Concise
• Watch what happens when we're concise and take
out the filler words:
Hi Matt,
I wanted to quickly discuss the email marketing
campaign that we analyzed last Thursday. Our target
market will want to know about the company's
philanthropic efforts, especially our goals to become
sustainable and help local schools.
This would make a far greater impact, and it would
stay in their minds longer than a traditional sales
pitch.
What do you think?
Jessica
28
3. Concrete
29
3. Concrete
Good Example
• How much time do you spend every day packing
your kids' lunches? No more! Just take a complete
Lunchbox Wizard from your refrigerator each day
to give your kids a healthy lunch and have more
time to play or read with them!
This copy is better because there are vivid images.
The audience can picture spending quality time with
their kids – and what parent could argue with that?
And mentioning that the product is stored in the
refrigerator explains how the idea is practical. The
message has come alive through these details.
30
4. Correct
31
4. Correct
• Bad Example
Hi Daniel,
Thanks so much for meeting me at lunch today! I
enjoyed our conservation, and I'm looking
forward to moving ahead on our project. I'm sure
that the two-weak deadline won't be an issue.
Thanks again, and I'll speak to you soon!
Best,
Jack Miller
32
4. Correct
• If you read that example fast, then you might
not have caught any errors. But on closer
inspection, you'll find two. Can you see them?
• The first error is that the writer accidentally
typed conservation instead of conversation.
This common error can happen when you're
typing too fast. The other error is using weak
instead of week.
• Again, spell checkers won't catch word errors
like this, which is why it's so important to
proofread everything!
33
5. Coherent
As you can see, this email doesn't communicate its point very well.
Where is Michelle's feedback on Traci's report? She started to mention
it, but then she changed the topic to Friday's meeting.
34
5. Coherent
Good Example
Hi Traci,
I wanted to write you a quick note about the report you
finished last week. I gave it to Michelle to proof, and she let
me know that there are a few changes that you'll need to make.
She'll email you her detailed comments later this afternoon.
Thanks,
Michelle
35
6. Complete
36
Complete
Bad Example
Hi everyone,
I just wanted to send you all a reminder about the
meeting we're having tomorrow!
See you then,
Chris
38
7. Courteous
Courteous communication is friendly, open, and honest. There are no
hidden insults or passive-aggressive tones. You keep your reader's
viewpoint in mind, and you're empathetic to their needs.
Bad Example
Jeff,
I wanted to let you know that I don't appreciate how your team always
monopolizes the discussion at our weekly meetings. I have a lot of
projects, and I really need time to get my team's progress discussed as
well. So far, thanks to your department, I haven't been able to do that.
Can you make sure they make time for me and my team next week?
Thanks,
Phil
Well, that's hardly courteous! Messages like this can potentially start
office-wide fights. And this email does nothing but create bad feelings,
and lower productivity and morale. A little bit of courtesy, even in
difficult situations, can go a long way.
39
7. Courteous
Good Example
Hi Jeff,
I wanted to write you a quick note to ask a favor. During our
weekly meetings, your team does an excellent job of
highlighting their progress. But this uses some of the time
available for my team to highlight theirs. I'd really appreciate
it if you could give my team a little extra time each week to
fully cover their progress reports.
Thanks so much, and please let me know if there's anything I
can do for you!
Best,
Phil
40