Transcript communication

Inter-Personal
Communication
Capt. Ted Spitzmiller
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Communication
• What is it?
• How is it accomplished?
• What are the factors?
• What are the barriers to effective
communications?
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Communication
• Transferring information from one
person to another that leads to
– some outcome
– changed behaviour
– changed practice
• Includes
– transfer of information
– understanding
– acting upon
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Types of Communication
• Formal Communication –
established and agreed channels
and/or procedures
• Informal Communication –
channels not formally recognised –
‘the grapevine’
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Communication Process
Change in
Landing
Checklist
E-mail
Encoding
Decoding
Knowledge
Attitude
Skill
Socio-Cultural
Knowledge
Attitude
Skill
Socio-Cultural
Medium
Channel
Sender
Receiver
Feedback
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Communication
Channels/Medium
• Verbal – face to face
– Body language
– Group meetings
• Written
–
–
–
–
Notice boards
Letters
Memo
Report
• Electronic (Internet)
– Visual (Video/video conferencing)
– Audio (phone)
– Email
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Choice of Medium affected by:
• Need for record
• Direction of the information flow
• Number of people to be reached
• Confidentiality
• Nature of the information – length,
complexity, speed of transfer
• Cost of the medium
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Fundamentals of Communication
• Perception
• Expectation
• Makes demands
• Communication and information
are different and largely opposite,
yet interdependent
(Source: Peter F. Drucker, ‘Management’, Pan, 1977)
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Barriers to Successful
Communication
• Filtering
• Selective Perception
• Information Overload
• Defensiveness
• Language
• Jargon
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Key to Effective Communication
• Knowledge
• Attitude
• Skill
• Socio-Cultural
• A good rapport
• Honesty
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Short Break
The engine quit
over the lake
on final
approach
The pre-landing
checklist didn’t
say to turn the
fuel pump on!
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More Barriers
• Ability of sender – how much sender understands of
message to be send
• Content – including technicalities and jargon
• Method of communication – including style and body
language where appropriate!
• Skills and attitude of the receiver
• Organizational factors – complexity of the organization,
scope of organization
• Cultural attitudes
• Perceptions, prejudices and stereotypes
• Inappropriate target for the message
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