Transcript What is Communication?

BUSINESS
COMMUNICATION
What is Communication?
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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.
A Definition
Communication is a process by which
information is exchanged between
individuals through a common system
of symbols, signs or information.
What are the most common ways
we communicate?
Written Word
Types of Communication
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Downwards Communication :
Highly Directive, from Senior to subordinates, to
assign duties, give instructions, to inform to offer feed
back, approval to highlight problems etc.
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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
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Among colleagues, peers at same level for information
level for information sharing for coordination, to save time.
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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
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Formal Network
Informal Network
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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.
The Communication
Process
Medium
Barrier
SENDER
(encodes)
Barrier
Feedback/Response
RECEIVER
(decodes)
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
How to Improve Existing Level of
COMMUNICATION?
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IMPROVE LANGUAGE.
IMPROVE PRONUNCIATIOON.
WORK ON VOICE MODULATION.
WORK ON BODY LANGUAGE.
READ MORE
LISTEN MORE
AVOID READING OR WATCHING OR LISTENING UNWANTED LITERATURE,
GOSSIP, MEDIA PRESENTATION ETC.
INTERACT WITH QUALITATIVE PEOPLE.
IMPROVE ON YOU TOPIC OF DISCUSSION,
PRACTICE MEDITATION & GOOD THOUGHTS.
THINK AND SPEAK.
DO NOT SPEAK TOO FAST.
USE SIMPLE VOCABULARY.
DO NOT SPEAK ONLY TO IMPRESS SOMEONE.
LOOK PRESENTABLE AND CONFIDENT.
Forms of Communication
Flowing Through Formal
Channels
Written
Oral
Electronic
Executive memos, letters
Annual report
Company newsletter
Bulletin board postings
Orientation manual
Telephone
Face-to-face conversation
Company meetings
Team meetings
E-mail
Voicemail
Instant Messaging
Intranet
Videoconferencing
Communication Flowing
Through Formal Channels
Downward
Horizontal
Upward
Management directives
Job plans, policies
Company goals
Mission statements
Task coordination
Information sharing
Problem solving
Conflict resolution
Employee feedback
Progress reports
Reports of customer
interaction, feedback
Suggestions for
improvement
Anonymous hotline
Purposes for Business
Communication
• Provide factual information
• Inform readers about or provide
information
• Clarify and condense information
• State precise responsibilities
• Persuade and make recommendations
Types of Communication
• Nonverbal
– Less structured, harder to classify
– More spontaneous, less control
• Verbal
– More structured, easier to study
– Conscious purpose, more control
Genres of Communication
• Written Communication
• Oral Communication
• Mixed Communication
Written Communication
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Letters
Memos
Email
Reports/White Papers
Web sites
Promotional Materials
Other written documents
Oral Communication
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Meetings
Conference calls
Phone calls
Presentations
Video or audio recordings
Other forms of oral communication
Mixed Communication
• Web sites
• PowerPoint presentations (spoken and
written communication)
• Performance reviews
Internal Communication
• Official structure
– Formal chain of command
– Up, down, across formal power lines
• The grapevine
– Informal networking
– Unofficial lines of power
External Communication
• Formal contacts
– Marketing
– Public relations
• Informal contacts
– Employees
– Managers
EFFECTIVE
COMMUNICATION
SKILLS
EFFECTIVE COMMUNICATION
• EFFECTIVE COMMUNICATION OCCURS WHEN THE
MESSAGE RECEIVED IS AS CLOSE AS POSSIBLE
AS THE MESSAGE INTENDED TO BE SENT –
MUTUAL UNDERSTANDING.
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COMMUNICATION IS EFFECTIVE ONLY IF
PEOPLE:
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UNDERSTAND EACH OTHER
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STIMULATE OTHERS TO TAKE ACTION
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ENCOURAGE OTHERS TO THINK IN NEW
WAYS.
SEVEN “C’s” OF COMMUNICATION
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COMPLETENESS – CONTAINS ALL
FACTS THE READER OR LISTENER
NEEDS FOR DESIRED ACTION.
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CONCISENESS
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CONSIDERATION
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CONCRETENESS
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CLARITY
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COURTESY
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CORRECTNESS
NON-VERBAL
COMMUNICATION
NON-VERBAL
COMMUNICATION
The most basic form of communication
is non-verbal. The term non-verbal
means “without word”. Thus nonverbal communication is
communication without words.
Non-verbal communication means
communication that occurs without
words.
DEFINITION
Acc to Raymond and John
“All communication that
involves neither written nor spoken
words but occurs without use of
words are termed as non-verbal
communication .”
FUNCTIONS
• To provide information, either
consciously or unconsciously.
• To regulate the flow of conversation.
• To express emotion.
• To qualify, complement, contradict or
expand verbal messages.
• To control or influence others.
• To facilitate specific tasks.
Types of non-verbal
communication
• KINESICS OR BODY LANGUAGE
• PROXEMICS OR SPACE LANGUAGE
• PARA LANGUAGE
KINESICS OR BODY
LANGUAGE
Body language is a prominent and an
important medium of non-verbal
communication. Body language
expresses internal feelings very
clearly. Body language is also known
as KINESICS. Kinesics is the study
of body movements and gestures.
TYPES OF BODY
LANGUAGE
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POSTURES
GESTURES
FACIAL EXPRESSIONS
EYE CONTACT
BODILY CONTACT
APPEARANCE
SILENCE
FUNCTIONS OF BODY
LANGUAGE
• They can provide information about
feelings and intentions.
• They can be used to regulate interactions.
• They can be used to express intimacy.
• They can be used to establish dominance
or control.
• They can be used to facilitate goal
attainment.
SIGNIFICANCE OF BODY
LANGUAGE
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Reveals the working of Emotions.
Reveals the Status.
Replaces Verbal Communication.
Sustain Verbal Conversation.
Reveals a Person’s Attitudes and
Traits.
• Reveals the Truth.
• Practical Application.
PROXEMICS
• The term ‘Proxemics’ was first used
in the field of communication by
eminent researcher Edward T. Hall.
he derived the term Proxemics from
proximity. In the words of Barker
and Gaut, “The study of spatial
factors between the sender and
receiver of the message is called
Proxemics.”
TYPES OF PROXEMICS
• SPACE LANGUAGE
• TIME LANGUAGE
• SURROUNDINGS
PARA LANGUAGE
The term para language is combination of
two words-”para”’ means like and
“language” means mode of communication.
Thus, para language literally means “like
language”.
In the words of Prof. Barker and Gaut, “A
language alongside of language and includes
vocal characteristics such as pitch, range,
resonance, tempo and quality and various
vocal sounds such as grunts, groans and
clearing the throat.”
VERBAL
COMMUNICATION
VERBAL
COMMUNICATION
• ORAL COMMUNICATION
• WRITTEN COMMUNICATION
ORAL
COMMUNICATION
Oral communication is that channel of
communication in which message is
transmitted in spoken form. The term
‘oral’ means ‘anything pertaining to the
mouth’. There are two components of Oral
communication :
• Words and
• The manner in which words are
pronounced.
ADVANTAGES OF ORAL
COMMUNICATION
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Quickness in Exchange of ideas
Quick Feedback
Flexibility
Economic Source
Personal Touch
Effective Source
Removal of Misunderstanding
Motivation Possible
Increase in Efficiency
DISADVANTAGES OF
ORAL COMMUNICATION
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Unfit for lengthy Message
Unfit for Policy Matters
Lack of Written Proof
Expensive Method
Lack of Clarity
Misuse of Time
Presence of Both the Parties
Necessary
FORMS OF ORAL
COMMUNICATION
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Face-to-Face Conversation
Lectures
Meetings and Conferences
Interviews
Telephonic Talk
Grapevine
Social and Cultural Affairs
Seminars
Radio
Television
WRITTEN
COMMUNICATION
Written communication is that
communication in which information is
exchanged in the written or printed
form. It is the most formal of all
types of communication. The written
form of business communication
facilitates a business firm to keep a
record of the communication.
ADVANTAGES OF
WRITTEN
COMMUNICATION
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Suitable for Lengthy Messages
Written Proof
Clear Message
Less Expensive Method
Time Saving
Presence of Both the Parties not
Necessary
• True and Effective
• Communication at Different Places
DISADVANTAGES OF
WRITTEN
COMMUNICATION
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Unfit for Uneducated Persons
Lack of Secrecy
Wastage of time
No quick information about Feedback
BARRIERS TO
COMMUNICATION
COMMON BARRIERS TO
COMMUNICATION
1. SEMANTICS
Definition of words
Choice of words
COMMON BARRIERS TO
COMMUNICATION
2. POOR CHOICE, USE OF
CHANNELS
 When to use certain channel
Oral alone:
• Simple reprimand
• Settle simple dispute
Written alone:
• Don’t need immediate feedback
• Need record
COMMON BARRIERS TO
COMMUNICATION
2. USE OF CHANNELS
Both channels:
• Commendation
• Serious reprimand
• Important policy change
Nonverbal
• Be aware of it.
COMMON BARRIERS TO
COMMUNICATION
3. PHYSICAL DISTRACTIONS
4. NOISE, PHYSICAL,
PSYCHOLOGICAL
5. STATUS DIFFERENCE
6. EFFECTS OF EMOTIONS
COMMON BARRIERS TO
COMMUNICATION
7. PERCEPTIONS
Stereotypes
Halo effects
Selective perception
• See and hear what we expect
• Ignore if conflicts with “what we know.”
Projection
COMMON BARRIERS TO
COMMUNICATION
8. FILTERING, SCREENING
NEGATIVE INFORMTAION
9. EVALUATING THE SOURCE
10.ABSENCE OF FEEDBACK,
POOR FEEDBACK
COMMON BARRIERS TO
COMMUNICATION
11. INFORMATION, DATA
OVERLOAD
12. POOR LISTENING
LISTEN TO RESPOND
LISTEN TO UNDERSTAND
TO OVERCOME BARRIERS:
Learn to use feedback well.
Be sensitive to receiver’s point of view.
Listen to UNDERSTAND!
Use direct, simple language, or at least
use language appropriate to the receiver.
Use proper channel(s). Learn to use
channels well.
Learn to use supportive communication,
not defensive communication.
LISTENING
What is Listening?
• listening (ILA, 1996): the process of
receiving, constructing meaning from,
and responding to spoken and/or
nonverbal messages; to hear
something with thoughtful attention
• Effective communication is 2-way
– depends on speaking and listening
Listening vs. Hearing
• Hearing- physical process; natural; passive
• Listening- physical & mental process;
active; learned process; a skill
• Listening is hard!
You must choose to participate in
the process of listening.
Why Be A Good
Listener?
Needs of the Customer…
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To be recognized and remembered
To feel valued
To feel appreciated
To feel respected
To feel understood
To feel comfortable about a want or need
Listening is the most powerful
form of acknowledgment
…a way of saying, “You are
important.”
• Listening builds stronger
relationships
…creates a desire to
cooperate
among people
because they feel
accepted
and acknowledged.
• Listening promotes being heard
…”Seek first to understand,
then be understood.”
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- Stephen Covey
Listening creates acceptance
and openness
…conveys the message that
“I am not judging you.”
Listening leads to learning
…openness encourages
personal growth and learning
Listening reduces stress and
tension
…minimizes confusion and
misunderstanding, eliminating
related stress and tension
• Listening is CRITICAL in
conflict resolution
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…much conflict comes from
the need to be heard.
Successful resolution
depends on being a nonanxious presence.
Barriers to Listening
• Equate With
Hearing
• Uninteresting
Topics
• Speaker’s Delivery
• External
Distractions
• Mentally Preparing
Response
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Listening for Facts
Personal Concerns
Personal Bias
Language/Culture
Differences
• Faking Attention
Bad Listening Habits
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Criticizing the subject or the speaker
Getting over-stimulated
Listening only for facts
Not taking notes OR outlining everything
Tolerating or creating distraction
Letting emotional words block message
Wasting time difference between speed of
speech and speed of thought
When Are You Listening?
• Non-Verbal Encouragers
• Verbal Encouragers
Active Listening
• … Allows you to make sure you hear
the words and understand the
meaning behind the words
• Goal: go beyond listening to
understanding
Active Listening
Requires…
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Definite Intent to Listen
Focus on the Speaker
Verbal and Non-Verbal Encouragers
Feedback Loop to Insure Accuracy
Active Listening (4
Steps)
1. Listen
2. Question
3. ReflectParaphrase
4. Agree
Step 1: Listen
• To Feelings As Well As Words
– Words – Emotions -- Implications
• Focus on Speaker
– Don’t plan, speak, or get distracted
• What Is Speaker Talking About?
– Topic? Speaker? Listener? Others?
• Look At Speaker
• Use Verbal & Non-Verbal Encouragers
Step 2: Question
• 3 Purposes
– Demonstrates you are listening
– Gather information
– Clarification
• Open-ended
– Tell me more?
– How did you feel?
– Then what happened?
Step 3: ReflectParaphrase
• Reflect What Is Said (In your words)
• Reflect Feelings
• Reframe
– Capture the essence of the
communication
– Remove negative framing
– Move toward problem solving
Step 4: Agree
• Get Speaker’s Consent to Your
Reframing
• Speaker Has Been Heard and Knows
It!
• Solution Is Near!
Activity
• Speaker – talk for 2
min.
• Listener – listen using
the skills we’ve
discussed
• Observer – observe
the application of the
skills and take notes
INTERVIEW
INTERVIEW
• In the words of Stewart and Cash,
“Interview is a process of didactic
communication with pre-determined
and serious purpose designed to
interchange behavior and involving
the asking and answering the
questions.”
ATTENDING
INTERVIEW
In regard to people being
interviewed for a job, a national
survey of employment interviewers
listed the following qualities in order
of their relative importance: (1)
appearance (2) manner of ideas, (3)
personality, (4) speech and voice, (5)
manners and (6) skills.
APPEARING FOR
INTERVIEWS
• PLANNING AHEAD
• STUDY THE COMPANY
• PREPARE YOURSELF
a)
Dress properly
b)
Take all the Certificate
c)
Be on Time
d)
Appearing for the Interview
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Walk Right In!
f)
Being Interviewed
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Do not overstay your Allotted Time
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Reason for Leaving
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On Leaving, Sincerely Thanks the Interviewer for His or Her
Time
CONDUCTING
INTERVIEW
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Decision about the Suitable Location
Preparation for the Interview
Commencing the Interview
Using questions for control
Listening by the Interviewers
Summarizing
Note-Taking
Closing the Interview
Making Judgments and Analyzing Results