Transcript voice mail - cutlcEN122eapEN170esapCIS

CYPRUS UNIVERSITY
OF TECHNOLOGY
Communication
&
Miscommunication
THE IMPORTANCE OF COMMUNICATION
The ability to communicate
is the primary factor that distinguishes
human beings from animals.
And it is the ability to communicate well
that distinguishes one individual from another.
Source: http://www.communicationskills.co.in/
THE COMMUNICATION PROCESS
(1)
Each part in the communication process plays a vital role
Environment
Encoding 
Sender/Encoder
Receiver/Decoder
Communication
Media / Channels
 Decoding
Feedback
Step 1: Encoding
of the message
Step 2: Transmission
Step 3: Decoding
of the
message through Communication Media/ Channels
of the message
Step 4: Feedback
WHEN THE RECEIVER RESPONDS TO THE SENDER,
THE COMMUNICATION PROCESS STARTS OVER(!)
THE COMMUNICATION PROCESS
(2)
SENDER/ ENCODER
RECEIVER/ DECODER
MESSAGE
CHANNEL OR MEDIUM
(e.g. face-to-face meetings, videoconferencing, telephone calls,
voice mail, e-mail)
{choice of the best medium ensures effective communication}
FEEDBACK
ENVIRONMENT
FOOD FOR THOUGHT…
Think of the benefits and downsides of the
following medium options/ channels:
- face-to-face meeting
- videoconferencing
- telephone calls
- voice mail
- email
CAUSES OF MISCOMMUNICATION
Inferences
Word-Meaning Confusion
Differing Perceptions
Nonverbal Messages
Noise
Listening
Gender Differences
Intercultural Differences
(Intro)
CHECK THIS OUT FIRST:
A man and his son are driving in a car. The car crashes into a
tree, killing the father and seriously injuring his son. At the
hospital, the boy needs to have surgery. Upon looking at the
boy, the doctor says (telling the truth), "I cannot operate on
him. He is my son.“
~ How can this be?
CAUSES OF MISCOMMUNICATION
(1)
Inferences
to make an inference = to draw a conclusion based on facts
-----------------------------------------------------------------------------------observe something 
…gain information 
…analyse the information 
…draw a conclusion
(Correct or Incorrect)
-----------------------------------------------------------------------------------Example:
- The meeting participants were smiling.
- The meeting participants were smiling; therefore, every participant was
satisfied with the outcome.
CAUSES OF MISCOMMUNICATION
(2)
Word-Meaning Confusion
occurs when a sender and a receiver give the same word different
meanings or different words the same meaning
------------------------------------------------------------------------------------
Denotative Vs Connotative
D meanings are found in the dictionary
C meanings come from meanings people add to words
------------------------------------------------------------------------------------
Examples: cube , ill , hot
- The 500 most commonly used words in the EL have 14,070 dictionary meanings!
- To avoid miscommunication among D and C meanings, paraphrase important
statements
CAUSES OF MISCOMMUNICATION
(3a)
Differing Perceptions
Perceptions are influenced by a variety of factors, i.e. personal
background, education, age, and experiences
------------------------------------------------------------------------------------
Sensory Perception

physical reality
Vs
Normative Perception

your interpretation of reality
-----------------------------------------------------------------------------------We all see the world differently, so to avoid miscommunication based on differing
perceptions, make your message specific, clarify important points, and seek
feedback.
Do you understand?
What do you understand?
CAUSES OF MISCOMMUNICATION
(3b)
People perceive things differently, don’t they?
CAUSES OF MISCOMMUNICATION
(4)
Nonverbal Messages
= Communication WITHOUT words
93% of the total impact of any given message occurs from non-verbal factors
- - Listen to the message “between the lines”
Verbal Vs Nonverbal
[which one to believe?]
- - Assessment of NV behaviour
- -Non-Verbal communication can be divided into categories, such
as environment, body placement, posture, hand and body
gestures, facial expressions and movement, voice quality,
clothing, dress, appearance, etc.
CAUSES OF MISCOMMUNICATION
(5)
Noise
Can interfere with every aspect of the communication process
------------------------------------------------------------------------------------
External
Vs

comes from your surroundings
Internal

comes from within
------------------------------------------------------------------------------------
CAUSES OF MISCOMMUNICATION
(6)
Listening
- - Most people use only about 25-30% of their listening potential
- - Rates of speaking: 125 wpm / Rates of Listening 400-500 wpm
----------------------------------------------------------------------------------------
Listening
Vs
Hearing

mental process

physical process
----------------------------------------------------------------------------------------
Have you got good listening skills?
6 guidelines to improve your listening skills
CAUSES OF MISCOMMUNICATION
(7)
Gender Differences
- - Women and men see the world differently… they grow up in different
words, they have different habitual ways of saying what they mean.
WOMEN in general:
tend to ask more Qs, attach tag Qs at the end of statements, emphasize feelings
and emotions rather than tasks, are better at decoding NV cues, are seen as more
supportive of others, work harder to maintain discussions, tend to be indirect with
their speech patterns, are touched more, receive less praise and attention.
MEN in general:
talk more often and longer, answer more Qs, interrupt more often, stop
conversations by responding with ‘um’ or ‘uh-huh’, talk primarily about task-related
topics, speak directly, use sports and military language and expect others to use
this language, focus on goals, plans or accomplishments, are considered by others
to be more credible and authoritative, are more likely to be offered interviews
based on their CV
CAUSES OF MISCOMMUNICATION
(8)
Intercultural Differences
- Individuals from different cultures bring different perceptions, value
systems, and languages to the workplace. -> CP becomes even harder!
- To be successful in business dealings, you must:
- be aware and sensitive
- use appropriate language
- interpret nonverbal communication
- value differences
(see BOX1.3, p.24 International Communication Tips)
CONCLUSION
Overall:
- Communication is a PROCESS, not an EVENT
- As a sender – you must strive to transmit messages your
receiver can correctly understand
- As a receiver, you must realise the importance of listening
- Face-to-face communication is the primary vehicle
- Although technology continues to change, PEOPLE will
determine the future… The written word, judgment, and
common sense will never be replaced by hardware!