Transcript Lecture 1: Communication

Lecture 1: Communication
Topics to be covered:
• What is Communication?
• Importance of Communication
• Goals of Communication
• 7Cs of Communication
• Patterns of Communication
• Types and Channels of Communication
• Communication Process
• Barriers to Communication
What is Communication?
It is the process by which meanings are
exchanged between people through the
use of common set of symbols.
Importance of Communication

Getting jobs you want

Gaining Promotions

Providing Leadership

Being productive on the job

Relating Positively to Others

Assuring the Success of your Organization
Goals of Communication
Receiver understanding –
as the sender meant it to be understood
Receiver response –
receiver responds to the message
Favorable relationship –
establishes a strong business relationship
Goodwill–
the receiver feels a good feeling toward the sender
What happens when the goals of
communication are not met?
An example
CEO to Manager
Today at 11 o'clock there will be a total eclipse of the sun.
This is when the sun disappears behind the moon for two
minutes. As this is something that cannot be seen every day,
time will be allowed for employees to view the eclipse in the
parking lot. Staff should meet in the lot from ten to eleven,
where I will deliver a short speech introducing the eclipse,
and giving some background information. Safety goggles
will be made available at a small cost.
Manager to Department Head
Today from ten to eleven, all staff should meet in the
car park. This will be followed by a total eclipse of
the sun, which will appear for two minutes. For a
moderate cost, this will be made safe with goggles.
The CEO will deliver a short speech beforehand to
give us all some information. This is not something
that can be seen every day.
Department Head to Floor Manager
The CEO will today deliver a short speech to make
the sun disappear for two minutes in the form of an
eclipse. This is something that cannot be seen every
day, so staff will meet in the car park at ten or eleven.
This will be safe, if you pay a moderate cost.
Floor manager to Supervisor
Ten or eleven staff are to go to the car park, where the
CEO will eclipse the sun for two minutes. This doesn't
happen every day. It will be safe, and as usual it will cost
you.
Supervisor to Staff
Some staff will go to the car park today to see the CEO
disappear. It is a pity this doesn't happen everyday.
Requisites of Communication (7Cs)
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Completeness
Conciseness
Consideration
Concreteness
Clarity
Courtesy
Correctness
The 7 Cs of Communication



COMPLETENESS
Please meet me.
(check for ‘5 W’ questions)
CONCISENESS
in close proximity to
(avoid)
pursuant to your enquiry (avoid)
nearby
as you requested
CONSIDERATION
I want to express my sincere thanks for the good words.
(Avoid I attitude)
Thank you for your kind word.
(Adopt You attitude)

CONCRETENESS
Goods are soon being dispatched.
(vagueness)
Goods will be dispatched on 2nd July.
(concreteness)

CLARITY
at all times (avoid)
revert back (avoid)
during the year 1997(avoid)
always
revert
during 1997

COURTESY
Thank you for the prompt reply.

CORRECTNESS
Patterns of Communication (based on direction)

Vertical (upward or downward)

Horizontal

Serial

Network

Grapevine
Exercise: For the following tasks, identify the necessary
direction of communication which is best suited:

You want to inform your juniors about a debate
competition

You want to convince your teacher of the need
for an extra class

You want the whole batch to bunk a class
without actually telling them it’s a mass bunk

You want to announce a class outing to the
nearby water-park to your batchmates





While walking through the college pathway one cold dark
evening, just about 2 days before your Chemistry exam, you
suddenly overhear two boys discussing the Chemistry paper.
On eavesdropping, you realize that the chemistry paper has
been leaked and those two boys have it with them. You
suddenly feel a chill run down your spine and your stomach
turns queasy. You want to discuss this grave issue with
someone.
(JIIT, 2013)
Who will you communicate the message to in the following
four cases:
Horizontal communication
Network Communication
Grapevine
Vertical Communication
Communication Types and Channels
Verbal
Oral
Non Verbal
Written
Sign Language
Visual
Signs
Body Language
Audio
Signs
Communication Process
The communication environment includes the
sender, the message, the receiver, feedback, and
communication barriers.
Elements In Communication





Sender
Message
Channel
Receiver
Feedback
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
Common Communication Barriers

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Failure to use the you-viewpoint
Word choice
Punctuation, spelling, grammar, and
structure
Appearance of the sender or the message
Environmental factors
Type of message
Receiver capability
Listening
sentence
Barriers to Interpersonal Communication

Bypassing

Limited frame of reference

Lack of language skills

Lack of listening skills

Emotional interference

Physical distractions

Ego involvement
A Classic Case of Miscommunication
In Center Harbor, Maine, local legend recalls the
day when Walter Cronkite steered his boat into
port. The avid sailor 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!”
A Classic Case of Miscommunication
As his boat came closer, the crowd grew larger, still
yelling. Pleased at the reception, Cronkite tipped his
white captain's hat, waved back, even took a bow.
But before reaching dockside, Cronkite's boat
abruptly jammed aground. The crowd stood silent.
The veteran news anchor suddenly realized what
they'd been shouting: “Low water, low water!”
Analysis of Flawed Communication Process
Analysis of Flawed
Communication Process
Sender
has
idea
Warn
boater
Analysis of Flawed
Communication Process
Sender
has
idea
Sender
encodes
message
Warn
boater
“Low
water!”
Analysis of Flawed
Communication Process
Sender
has
idea
Sender
encodes
message
Channel
carries
message
Warn
boater
“Low
water!”
Message
distorted
Analysis of Flawed Communication Process
Sender
has
idea
Sender
encodes
message
Channel
carries
message
Receiver
decodes
message
Warn
boater
“Low
water!”
Message
distorted
“Hello
Walter!”
Barriers That Caused
Cronkite Miscommunication

Frame of reference
Receiver accustomed to
acclaim and appreciative
crowds.

Language skills
Maine accent makes "water"
and "Walter" sound similar.

Listening skills
Receiver more accustomed to
speaking than to listening.
Barriers That Caused
Cronkite Miscommunication


Emotional
interference
Physical barriers
Ego prompted receiver to
believe
crowd
was
responding
to
his
celebrity status.
Noise from boat, distance
between senders and
receivers.
Which of these barriers could be overcome
through improved communication skills?
Overcoming Communication Barriers

Realize that communication is imperfect.

Adapt the message to the receiver.

Improve your language and listening skills.

Question your preconceptions.

Plan for feedback.
Facilitating Communication

Positive Attitude

Improve it

Help others in improving theirs

Maintain good relationships

Bring in creativity in communication

Accept the reality of miscommunication and work
to minimize its negative impacts
Exercise:


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Use the communication process to analyze a
miscommunication you’ve recently had with a
friend, classmate, teacher, or family member.
What idea were you trying to share?
How did you encode and transmit it?
Did the receiver get the message?
Did the receiver correctly decode the message?
Based on your analysis, identify and explain the
barriers
that
prevented
your
successful
communication in this instance.
MISCOMMUNICATION IN
PRODUCT EVOLVEMENT
As Marketing Requested It
As Sales Ordered It
As Engineering Designed It
As Production Manufactured It
As Maintenance Installed It
What the Customer Wanted