Transcript What is Communication? - SAM Girls College Bhopal

Let us Communicate IN A
more better WAY
SAM GIRLS COLLEGE,
BHOPAL
DEPARTMENT OF COMMERCE AND
MANAGEMENT
Communication Skills
Objectives
• Define and understand communication and the
communication process
• List and overcome the filters/barriers in a
communication process
• Practice active listening
• Tips to improve verbal and non verbal
communication
Meaning of Communication
The word ‘communication’ has
been derived from the Latin word
‘communis’ which means to
participate, to share or to make
common.
Communication is the process by
which we exchange meanings,
facts, ideas, opinions or emotions
with other people.
What is Communication?
COMMUNICATION IS THE ART OF `
TRANSMITTING
INFORMATION, IDEAS AND ATTITUDES FROM ONE PERSON TO
ANOTHER.COMMUNICATION IS THE PROCESS OF MEANINGFUL
INTERACTION AMONG HUMAN BEINGS.
• ITS ESSENCES :
 PERSONAL PROCESS
 OCCURS BETWEEN PEOPLE
 INVOLVES CHANGE IN BEHAVIOUR
 MEANS TO INFLUENCE OTHERS
 EXPRESSION OF THOUGHTS AND
EMOTIONS THROUGH WORDS & ACTIONS.
 TOOLS FOR CONTROLLING AND MOTIVATING PEOPLE.
 IT IS A SOCIAL AND EMOTIONAL PROCESS
Communication is a Series of
Experiences of
Hearing
Smell
Seeing
Touch
Taste
Success for YOU in the new global and
diverse workplace requires excellent
communication skills!
What are the most common ways
we communicate?
Written Word
Communication Key Elements
•Message
•Source (sender)
•Channel
•Receiver
•Filter
•Feedback
CHRACTERISTICS OF COMMUNICATION
• MINIMUM TWO PERSONS SHOULD BE
THERE
• EXISTENCE OF MESSAGE
• MAY BE FORMAL OR INFORMAL
• CONTINUOUS PROCESS
• TWO WAY TRAFFIC
• must be a Sender and Receiver
Types of Communication
Downwards Communication :
Highly Directive, from Senior to subordinates, to
assign duties, give instructions, to inform to offer feed
back, approval to highlight problems etc.
Upwards Communications :
It is non directive in nature from down below, to give
feedback, to inform about progress/problems, seeking
approvals.
Lateral or Horizontal
Communication
:
Among colleagues, peers at same level for information
level for information sharing for coordination, to save time.
In modern business environment communication extends beyond written or spoken
words to listened word.
Visual dimension added by T.V., computers has given to new meaning to
communication.
COMMUNICATION NETWORKS
Formal Network
Informal Network
:
:
Virtually vertical as per chain go command within the
hierarchy.
Free to move in any direction may skip formal chain of
command. Likely to satisfy social and emotional needs
and also can facilitate task accomplishment.
HIERARCHY LEVEL
Executive Director
Manager
Vice President
A.G.M.
Supervisor 1
Supervisor 2
Manager
Supervisor
Horizontal Comm.
Forman
Supervisor 3
The Communication Process
Basic Model
5.
Feedback travels
to sender
1.
Sender has
idea
2.
Sender
encodes
idea in
message
3.
Message
travels
over
channel
6.
Possible additional
feedback to receiver
4.
Receiver
decodes
message
TOTAL COMMUNICATION PROCESS
5 Basic Components
LEVELS OF COMMUNICATION
• VERBAL
o Intra verbal: intonation of word and sound
o Extra verbal verbal: implication of words and
phrases, semantics
• NON-VERBAL
o Gestures
o Postures
o Movements
• SYMBOLIC
Barriers In Communication Process
The Communication Process
Medium
Barrier
SENDER
(encodes)
Barrier
Feedback/Response
RECEIVER
(decodes)
Barriers in Communication
(that have to do with the COMMUNICATOR)
• Unwillingness to say things differently
• Unwillingness to relate to others
differently
• Unwillingness to learn new approaches
• Lack of Self-Confidence
• Lack of Enthusiasm
• Voice quality
• Prejudice
Barriers in Communication
(that have to do with the COMMUNICATOR)
• Disagreement between verbal and nonverbal messages
• Negative Self Image
• Lack of Feedback
• Lack of Motivation and Training
• Language and Vocabulary Level
• Lack of Self Awareness
Barriers in Communication
(that have to do with the RECEIVER)
•
•
•
•
•
•
•
Selective Perception
Unwillingness to Change
Lack of Interest in the Topic/Subject
Prejudice & Belief System
Rebuttal Instincts
Personal Value System
Here-and-Now internal & external
factors
A Classic Case of
Miscommunication
In Center Harbor, local people recalls the day
when Mr. Walter (T.V. Star) steered his boat into
port. Mr. Walter was amused to see in the
distance a small crowd on shore waving their
arms to greet him. He could barely make out
their excited shouts: “Hello Walter, Hello Walter!”
As his boat came closer, the crowd grew larger, still
yelling. Pleased at the reception, Mr. Walter tipped
his white captain's hat, waved back, even took a
bow. But before reaching dockside, his boat abruptly
jammed aground. The crowd stood silent. Mr. Walter
suddenly realized what they'd been shouting: “Low
water, low water!”
Analysis of Flawed
Communication Process
Sender has
idea
Warn
boater
Sender
encodes
message
“Low
water!”
Channel
carries
message
Message
distorted
Receiver
decodes
message
“Hello
Walter!”
Barriers That Caused
Miscommunication
Frame of reference Receiver accustomed to acclaim
and appreciative crowds.
"water" and "Walter" sound
similar.
Receiver more accustomed to
speaking than to listening.
Barriers to communication
•
•
•
•
•
•
•
Noise
Inappropriate medium
Assumptions/Misconceptions
Emotions
Language differences
Poor listening skills
Distractions
ESSENTIALS OF COMMUNICATION
Dos
Always think ahead about what you are going to say.
Use simple words and phrases that are understood by every body.
Increase your knowledge on all subjects you are required to speak.
Speak clearly and audibly.
Check twice with the listener whether you have been understood accurately or not
In case of an interruption, always do a little recap of what has been already said.
Always pay undivided attention to the speaker while listening.
While listening, always make notes of important points.
Always ask for clarification if you have failed to grasp other’s point of view.
Repeat what the speaker has said to check whether you have understood accurately.
ESSENTIALS OF COMMUNICATION
DON’Ts
Do not instantly react and mutter something in anger.
Do not use technical terms & terminologies not understood by majority of
people.
Do not speak too fast or too slow.
Do not speak in inaudible surroundings, as you won’t be heard.
Do not assume that every body understands you.
While listening do not glance here and there as it might distract the
speaker.
Do not interrupt the speaker.
Do not jump to the conclusion that you have understood every thing.
THANK YOU
QUESTIONS