Documente Academic
Documente Profesional
Documente Cultură
Communication
Damanjit Virk
Communication
What is communication?
www.wchsolutions.com
What is communication?
w When
w Where
H w What
How
w Why
w Who
The Process of Communication
www.wchsolutions.com
3.Communication
www.wchsolutions.com
Sender-Receiver Model
• Sender:
– initiates a thought/feeling
– Encodes it into words
– Transmits it
• Receiver:
– Decodes the message
– Assigns thought/feelings to a response
– Encodes a response
– Sends a message back
Four facets of communication
• In any communication:
– The Sender is the person trying to communicate a
message
– The Receiver is the person at whom the message is
directed
– A message is sent to convey information
– Information is meant to change behavior
– Encoding: Changing the message from mental form to
symbols into words ,gestures, signs of visual/aural
language.
– Decoding: Interpreting the symbols or words together
with tone, attitude and choice of words.
www.wchsolutions.com
The Communication Model
Communication Noise
Channel
Sender Receiver
(encodes message) (decodes message)
Feedback
Noise
Feedback
IDEA-Encoding
receiver sender
Channel RECEIVER
SENDER
Channel for Decoding-
message Encoding of response
(perceived meaning
and interpretation)
www.wchsolutions.com
What are the most common ways
we communicate?: CHANNELS
l Im a ges
Visua
e n Word
Spo k
Body
Lang
Written Word uage
www.wchsolutions.com
Types of Communication
Writing
9% Speaking
30%
Reading
16%
Listening
45%
Methods of Communication
80% of working day involves communication
Used Taught/Addressed
Listening 45%
Least
Speaking 30%
Reading 16%
Most
Writing 9%
Listening:
45% of Communication ---------------------- 25% Efficiency
Missed communication
www.wchsolutions.com
70 % or all our communication efforts
are:
misunderstood, misinterpreted,
rejected, disliked, distorted, or not
heard (in the same language, same
culture)!
Why do we Mis- Communicate?
• lack of Clarity
• Lack of vocabulary to
express thoughts and feelings
• Lack of fluency
Used Taught/Addressed
Listening 45%
Least
Speaking 30%
Reading 16%
Most
Writing 9%
Listening:
45% of Communication ---------------------- 25% Efficiency
Evaluation of Communication Effectiveness
– Follow-up
– Email
– Phone/Voice Mail
– Cell Phones
– Face to Face
You can get through life with bad manners,
but it's easier with good manners.
--- Lillian Gish
Choosing your medium
Feedback
Sender Receiver
Distortion
Feedback
IDEA-Encoding
receiver sender
RECEIVER
SENDER Channel Decoding-
Channel for Encoding of response
message (perceived meaning
and interpretation)
Information Control
Communication
Interdependence
Motivation Emotional expression and
Scope of Communication in Management
External Dimension Internal Dimension
• Building relationships with • Formulating corporate vision,
external agencies and laying down policy objectives,
stakeholders. implementation to achieve
• Establish a healthy external goals.
organizational climate of • Proper understanding of
trust, cooperation, policies in their right spirit.
collaboration, innovation and • Obtaining co operations and for
commitment. Communications within and
• Advertising, publicity and between functional depts.
public relation functions • Public relations
create public image and • Job related instructions,
goodwill. suggestions , advice and orders.
Communication styles
1. Declaration
2. Interrogation
3. Imperative –Request, Command, Exclamation
• Choose –Affirmative or Negative
• Specific well Defined, Clear, Explicit, Closed
• General, Vague, Ambiguous
• Syntax –Humor, surprise, matter of fact, empathy
• Use power words –Avoid problem words
Assertive Communication Skills
Presentation Skills
Listening Skills
Downward Communication
Horizontal Communication
Functional managers of same level reporting to
same person, have common goals, coordination
mandatory
Written
• Instructions
Oral
• Memoranda
• Instructions
• Letters • Speeches
• Handbooks • Meetings
• Policy statements • Telephone
• Procedures • others
• Electronic displays
Choosing your medium
www.wchsolutions.com
Choosing your medium?
www.wchsolutions.com
Managing Organizational Communications
ORAL WRITTEN
• FACE-TO-FACE
• MEETINGS ……………………
• INTERVIEWS ..
• GRAPEWINE • ELECTRONIC
• TELEPHONE
(VOICEMAIL) NON VERBAL
Oral Communication
– sharp focus
– logical thinking
– clear phrasing
– crisp delivery
Styles of verbal communication
Successful Organizations must learn two distinctly different
styles of communication.
• Monologue
• Dialogue
• Skillful Discussion
• Arguments – Avoid, rather motivate or discuss
• Conversation - Popular
• Grapevine
• Interview – Critical and complex approach
www.wchsolutions.com
The Communication Process
Communication Noise
Channel
Sender Receiver
(encodes message) (decodes message)
Feedback
Noise
The Communication Process:
Barriers to Effective Communication
• Barriers can disrupt the accurate transmission of
information.
• These barriers take different forms:
Sender barrier:
Encoding barrier
Communication channel barrier
Noise barrier
Receiver barrier:
Decoding barrier
Feedback barrier
Perception barrier
McGraw-Hill © 2004 The McGraw-Hill Companies, Inc. All rights reserved.
What causes distortion or the barriers to
understanding/listening?
www.wchsolutions.com
Barriers to communication
www.wchsolutions.com
Common barriers to interpersonal communication
www.wchsolutions.com
Listen actively
www.wchsolutions.com
Listen actively
www.wchsolutions.com
Note taking
• Write informal outline format, main points and leave space for
sub points.
• Note aids to be ready, match up with speaker
• Use underlining of main ideas, use symbols and short forms.
• Always record definitions, unfamiliar concepts and vocab.
• Ask questions to clarify concepts.
• Write only important points , not details, use telegraphic lang.,
abbreviations.
• Polishing: fill in missed points after the speech.
• Review notes – understandable, make notes for reference
work , in the margins; use highlights.
5 Basic reasons we Do Not Listen
•• Do create
create aa supportive
supportive • Don’t
Don’t try to change the other’s
other’s
atmosphere. views.
views.
•• Do listen • Don’t
Don’t solve the problem for the
listen for
for feelings
feelings as
as well
well as
as
words. speaker.
speaker.
• Don’t
Don’t give advice.
•• Do note
note cues.
cues.
• Don’t
Don’t pass judgment.
•• Do occasionally
occasionally test
test for
for • Don’t
Don’t explain or interpret others’
understanding.
understanding. behavior.
behavior.
•• Do demonstrate
demonstrate acceptance
acceptance andand • Don’t
Don’t give false reassurances.
understanding.
understanding. • Don’t
Don’t attack if the speaker is
•• Do ask
ask exploratory,
exploratory, open-ended
open-ended hostile.
hostile.
questions. • Don’t
Don’t ask “why” the feelings.
feelings.
• If you cannot understand a mans words how will you understand his
Silence.
• Silence by nature communicates.
• Deftly used to communicate.
• “Silence is half consent”
• Communicates, yes, no, disinterest,
• Suppression of emotion/excitement – interpreted by body language /
attitude.
• Collective silence, working in silence- satisfaction
• Silence in meetings – mentally absent, Interview- ignorance,
Audience - Interest and discipline.
• “Silence Please”
How can we improve our listening &
Communication skills ?
SUMMARIZING
SUMMARIZING
PARAPHRASING
PARAPHRASING
Pulling
Pullingtogether
togetherthe
the
Restating
Restatingwhat
whatanother
another main
has mainpoints
pointsof
ofaa
hassaid
saidininyour
yourown
own speaker
speaker
words
words
QUESTIONING
QUESTIONING
Challenging
Challengingparticipants
participantsto
to
tackle
tackle&&solve
solve
problems
problems
1. Closed questions
2. Open-ended questions
www.wchsolutions.com
Good question - examples
www.wchsolutions.com
Other questioning techniques include:
• 7% WORDS
– Words are only labels and the listeners put their own
interpretation on speakers words
• 38% PARALINGUISTIC
– The way in which something is said - the accent, tone
and voice modulation is important to the listener.
• 55% BODY LANGUAGE
– What a speaker looks like while delivering a message
affects the listener’s understanding most.
Nonverbal Communication
• Body Language –Friendly, confident ,lazy etc
• Attitude – Sincerity,Success,self esteem
• Empathy –Show interest, feel ,comfort
• Grooming –Neat, proper, simple (no
distraction) Smart, Attention to detail, color
sense etc.
• Gestures –Synchronous, fine tune, avoid
irrelevant movements
Nonverbal Communication
• Body Language –Friendly, confident ,lazy etc
• Attitude – Sincerity, Success, self esteem
• Empathy –Show interest, feel ,comfort
• Grooming –Neat, proper, simple (no
distraction) Smart, Attention to detail, color
sense etc.
• Gestures –Synchronous, fine tune, avoid
irrelevant movements—Positive Vs Negative.
TYPES OF BODY LANGUAGE
Remember that you are dealing with “PEOPLE”
www.wchsolutions.com
Body language - face
• Face includes:
– Your expressions
– Your smile or lack thereof
– Tilt of the head; e.g., if your head is tilted to
one side, it usually indicates you are
interested in what someone is saying
www.wchsolutions.com
Body language - figure
www.wchsolutions.com
Body language - focus
www.wchsolutions.com
Body language - territory
www.wchsolutions.com
Body language - tone
www.wchsolutions.com
Body language - time
www.wchsolutions.com
Classification
• Kinesics
• Proxemics –Feature fixed, semi feature fixed, Personal
space –Zones.
• Chronemics
• Paralinguistic: way of use of voice/tone, Voice- Pitch,
Volume, Pronunciation, Pause, Pace, Fluency, word
stress.
www.wchsolutions.com
Interpreting Body Language
• People who are willing to listen
• People who are showing friendliness
• People who are anxious to interrupt
• People who feel frustrated or rejected
• People who feel threatened
• People who feel superior
• People who do not wish to communicate
People who are willing to listen
• Look directly at you
• Sit with their body forward
• Lean forward when standing
• Rest their chin on the palm of their hands
• Nod in agreement with what is being said
• Interject with supportive comments such as
‘Yes ! I see’ or ‘That’s right’
People who are showing friendliness
• Smile
• Use strong eye contact
• Have a static body posture
• Stand or sit with open, unfolded arms and legs, facing you
• Use non threatening gestures such as handshakes, pats on
the backs or arms
• Initiate and maintain conversation
• Use humour in speech
• Are polite and courteous to you
People who are anxious to interrupt
• Excited
• Look directly and intently at you
• Shift their posture while sitting
• Move while standing
• Rapidly move / vibrate their legs
• Try to come closer to you if possible
People who are Frustrated or rejected
www.wchsolutions.com
Share your ideas to…
www.wchsolutions.com
Obstacles to sharing ideas…
www.wchsolutions.com
SHARE – an example
www.wchsolutions.com
Getting good information
• Why is it necessary to get good information
from others?
www.wchsolutions.com
Get good information to…
www.wchsolutions.com
Obstacles to getting good information
• Lack of trust
• Assuming you already know it all
• Jumping to conclusions
• Not valuing diverse opinions
• Weak reading skills
• Weak listening skills
• Weak questioning skills
• and other ideas you may have thought of
www.wchsolutions.com
FOCUS on information – a model
www.wchsolutions.com
FOCUS on information – an example
www.wchsolutions.com
Giving feedback
www.wchsolutions.com
Give feedback when…
www.wchsolutions.com
Obstacles to giving constructive feedback
www.wchsolutions.com
Obstacles to giving constructive feedback
www.wchsolutions.com
STATE feedback – a model
www.wchsolutions.com
Test yourself…
www.wchsolutions.com
Test yourself
4. Describe the steps of the SHARE model for giving good information –
share, highlight, assure, react, emphasize:
5. Describe the steps of the FOCUS model for getting good information –
focus, open end, close end, use, summarize:
www.wchsolutions.com
Test yourself… - answers
www.wchsolutions.com
Test yourself… - answers
4. The steps of the SHARE model for giving good information are:
– State the main point of your message
– Highlight other important points
– Assure the receiver’s understanding
– React to how the receiver responds
– Emphasize/summarize your main ideas
5. The steps of the FOCUS model for getting good information are:
– Focus the discussion on the specific information you need
– Open-end question to expand the discussion
– Close-end question to get specifics
– Use active listening skills to understand what you are hearing
– Summarize and close the discussion
www.wchsolutions.com
Test yourself… - answers
www.wchsolutions.com
Apply what you’ve learned
• When you started this program we asked you to
consider some questions. Let’s wrap up:
– What new things did you learn about interpersonal
communication?
– Did you meet your learning goals for this program?
– Did you meet your supervisor’s expectations, if any, for
participation in this training?
– How will you be able to apply your learning on the job?
www.wchsolutions.com