Communication
Communication is derived from the Latin word “communicare”, which means
to share.
- Sharing of messages, ideas, facts, information & opinion, etc. is called communication.
- Communication is the exchange of facts, ideas, opinions, messages shared between two or more people.
Nature of Communication
1-Universal phenomenon --all living creatures communicate.
2- Unavoidable-- always on, like facial expressions, gestures, etc.
3-It’s a continuous process-- Not a onetime phenomenon
4-It's a two-way process-- receiver must understand /and give feedback
5-It is short-lived-- it's complete when understood 6-It removes
misunderstanding-- talking removes or clears any misunderstandings
Objectives of Communication
1-To give and receive information
2- To provide advice
3-To receive suggestions
4-To persuade people
5- To motivate people
6- To issue orders
7- To import training
8- To issue a warning
9- To improve morale
10- To convey the right message
11- To improve discipline
Need for Communication
1-It is the basis of managerial functions.
2-For efficient functioning of an organization
3-Improves job
satisfaction
4- It builds human relationships
5-Avoids Illusion and give clarity
6- Prompt decision implementation
Elements of Communication
1-Sender
2- Message
3- Encoding
4- Medium
5- Receiver
6-Decoding
7- Feedback
Principles of Communication
2- Concreteness
3- Correctness
4-Clarity
5-Consideration
6- Courtesy
7- Completeness
3 vs of Communication
Visual = 55% Words = 7% Vocal = 38%
Communication Process
Communication - comes from the word ‘communicare’ which means to impart, or to commune literally meaning “giving or sharing information”
We need to share information, ideas,
knowledge with others.
“Communication is the process by which information is transmitted
between individuals and/or organizations so that an understanding
response results.”
- Peter Little in his book ‘Communication in Business’.
Communication Process |
|||||||
Sender -> Msg Encoded -> Sent Message -> Noise (distrubance) -> Receiver
<---- Feedback <----- Msg Decoded <-- - Msg Received <---
- Message – decide the first point of your message and what other information to include
- Medium- which medium to choose the printed word, electronic mail, or sound.
- Receiver- Decoder- the reader or listener decodes and interprets according to his experience, skill attitude.
- Feedback- can be oral, written, or non-verbal
The medium can be -
1. Oral
2. Written
Other Media –
- Visual,
- Audio-Visual,
- Computer-Based, and
- Non-Verbal Communication.
1. Oral Communication-
face-to-face conversations, conversations over the telephone, radio broadcasts,
interviews, group discussions, meetings, conference and seminar announcements
over the public address system, speeches, etc.
2.Written communication-
letters, circulars, memos, telegrams, reports, minutes, forms, questionnaires,
manuals
3.Visual communication-
gestures and facial expressions, tables and charts, graphs, diagrams, posters,
slides, film strips, etc.
4.Audiovisual communication-
T.V. cinema, films that combine visual impact with narration
5. Computer-based communication-
e-mail, voice mail, cell phones, fax, etc.
6. Non- Verbal communication-
Appearance, body language, silence, time and space
Difference between Oral and written communication-
ORAL
COMM. - WRITTEN COMMUNICATION
1. Immediate
feedback - Delayed feedback
2. Short
words simple, conversational lang. -
longer sentences, formal language
3. Focus
on prompt action, interpersonal skills - focus on content
4. Less
detailed technical information -
detailed technical information
5. Cannot
be saved for review - the possibility of review
6. Cannot
be saved as record -
useful for permanent record
Non-verbal Communication-
- Oral communication- 35% Verbal meaning and
- 65% body language
Non- verbal communication includes:-
1. Appearance
2. Body
language
3. Silence,
Time, and Space
Appearance
communicates
Written communication:-
1. the format,
2. neatness,
3. spelling,
4. grammar,
5. and punctuation
Oral communication
1) Personal appearance, jewelry, cosmetics, dress, hairstyle, posture.
2) Appearance of surrounding- room size, location, furnishing,
decoration, architecture, lighting, view, etc. tells about status.
Body Language (Kinesics) - includes
Facial expressions and eye contact convey hidden emotions
Gestures and postures convey self-confidence and status, interest
Smell and touch- convey hygiene habits and relationship-
friendship, love, etc.
Voice and sounds-
paralinguistic or paralanguage, (voice, volume, articulation, pitch)
conveys confidence, knowledge,
Silence, Time (Chronemics), and Space (Proxemics)-
Silence conveys emotion when read with body language- anger, joy, resentment.
Time- punctuality in oral and written communication
Space- 4 different types of space-
- intimate – 0-18 inches,
- personal- 18 inches- 4 feet,
- social- 4- 12 feet, and
- public- 12 feet – 25 feet
Conclusion-
- Co-relate verbal and non-verbal communication for effective communication. Interpret non-verbal communication in the context of intercultural communication as
- Canadian listeners nod to signal agreement, while Japanese nod to indicate only that they have understood.
- British stare at a speaker and blink eyes to indicate understanding, while Americans consider staring as impolite.
A- words: Same words have different meanings
B-pictures
C- gestures/ actions: Movement of body parts
D-vocabulary:
2-Physical barriers:
Noise, time, distance
3- Organizational barriers:
The policy of the organization
4-Emotional/ Psychological:
Attitude [positive/ negative], distress
5-Hierarchy barriers;
6- Personal barriers: attitude of the person, egotism
7-Barrier regarding subordinate: poor listening
8-Social psychological
barrier
9- Cultural barriers
10- Technological barrier
1-Two ways communicate of
2-Strengthening communication of network
3-Develop good listening ability
5-Selection of effective communication channel
Types of communication:
A---On the basis of structure--
1-Formal
2-Informal
B---On the basis of direction--
1- vertical
2-horizontal
3- Diagonal
On the basis of the way of expression:
1- verbal
2-non verbal
Formal communication --Communication happening in an organization on the
basis of formality and chain of command is called formal communication, it is
also the communication happening on the basis of hierarchy or organizational structure.
1-Upward/ downward communication: in a single chain communication the
superior coordinates with the subordinates
In this type of communication, subordinates communicate with the
superior
2-Circular communication: in this type of communication each person
communicates with his subordinate
3-Free Flow communication: in this type of communication each person is
free to communicate with anyone.
4-Inverted "V" type of communication: in this type of communication
a person can communicate with the superior and his superior’s superior
1-Maintenance of authority: the authority of each level is maintained
as the communication goes on.
It leads to an intimate relationship between the boss and subordinates.
Keeps uniformity in
discrimination of information
It is an officially recognized path of communication
- It increases workload
- Widens of communication gap
- Informal communication /grapevine communication-- Informal communication is also called grapevine communication
- It is passed on in an informal relationship between two persons
- It happens wherever people meet together in groups like canteen, club.
- It supplements other channels
- Quick transmission
Downward direction-- the
communication which flows from top authorities to employees
Upward direction-- the communication which flows from employees to the
top authorities is called the upward communication
Both are parts of vertical communication
Verbal communication: - oral, written, gestures
Nonverbal communication:-
It happens when thoughts and
ideas are exchanged verbally either face to face situations or expressed through
mechanical or electronic devices
1-Informal face to face; discussion between two or more people
2- Interview: a meeting between at least two persons to get a view of
each other is called an interview, it is formal serious and structured
3- Group communication: a gathering of two or more people in a group to come to a consensus is called group communication or group discussion
4-Meeting: a group of people with an agenda
5-Conference: a gathering of experts
for exchanging views
6-Committees: a group of people for a specific purpose or task
7-Speeches and presentation: speech is an oral communication of one
person to a large audience presentation is a demonstration with audio and
visual aid followed by question answers session
- Immediate feedback
- Better relationship
- An effective tool of persuasion (agree, converse)
- Lack of retention or documentation
- Distortion in the passing of the message
- No legal validity no written record
- Possibility of misunderstanding
It means communication by way of words, letters, memos, reports,
instructions, cards, magazines, and handbooks, extra
Written communication usually
moves downwards
External written communication:
---
Example-- business letters,
press release, correspondence, email, invitation letter extra Internal written
communication--
Example-- departmental memos,
reports, circulars, notice, minutes of meeting extra
- It can't be distorted
- It is economical
- It is clear and specific
- A record can be kept
- Expensive
- Changes or amendments not possible Misunderstood as on the spot explanation not possible
Positive gestures-- it makes you
look relaxed, confident, and polite
Negative gestures-- negative gestures such as shaking, tapping extra leave a negative impact
Lateral
gestures --a physical setting like the size of an office, dress, like cloth
material, brand indicates a lot about a person's power and authority
A valuable addition to the communication process
Enhances speakers performance
Can help to minimize and maximize emotions Enhances quality of vocal
vibrations
- Speaker can lose the track of his topic if he is concentrating too much on gestures
- Gestures that may seem positive in one culture might be absent in the other
- No one can analyses gesture
- Meanings also vary in
different cultures Excessive use of gestures can distract attention or
concentration
- Communication by implication is called nonverbal communication.
- It consists of hidden messages wordless communication is called nonverbal communication, this communication is used in multimedia such as touch, symbols, pictures, body language extra
- It consists of emotions such as anger, appreciation, etc
- Nonverbal communication continues even after a person stop stops talking
Importance
- It is used in conveying pictures maps extra
- It is used in communicating with deaf people
- It is used in places of silence
- It maintains privacy
- It is used in distant communication
- Helps in talking with deaf people
- Used in places of silence and privacy
- It is short and brief
- Cannot convey complex messages
- It varies from culture to culture and therefore can be misunderstood
Nonverbal communications are of eight types
1-Kinesics or body language:-Body language is a nonverbal way of
communication it consists of body postures, gestures, facial expression, and eye
contact is also consist of dress code
2-Chronemics/time language;-People manage their time to send message to
other regarding their status by employing what time means to them
5 - Sign Language- It is expressed using signs and
symbols
- Positive effect touches
- Ritualistic touches
- Professional touches
- Task-related touches
It expresses our feelings without uttering any words through touch
BARRIERS TO COMMUNICATION
We become aware of the need for effective communication only when there
is a breakdown in the process.
The problem arises as wrong assumptions are made about the person to
whom (assuming the other parties’
level of technical knowledge) the message is being sent and sometimes about the
message itself.
If communication fails to evoke the desired response, follow these five
steps:
- Identify the problem –e.g. bimonthly report twice a month; once in 2
months.
- Find the cause
- Work on alternative solutions.
-Opt for the best solution
- Follow up rigorously.
Any interference in the message sent and message received leads to the
production of ‘noise’. The term communication barriers, or that which inhibits
or distorts the message, is an expansion of the concept of noise. The noise here
does not mean cacophony, but a break in the communication process.
Noise distorts interpretation or the decoding of the communication
process.
Noise can be classified as:
Channel noise e.g.:- distortion due to faulty background, noise in
telephone lines, too high volume or pitch of loudspeaker.
Written com.-illegible handwriting or short cuts or abbreviations
e.g.:- different interpretations of a word, ambiguous sentence
structure, faulty grammar, misspellings, and incorrect pronunciation.
If we classify these barriers
according to the process of message formation and delivery, we get them at
three levels:-
2. Interpersonal
3. Organizational
Intrapersonal barriers – (within oneself) Causes that lead to these barriers:-
Wrong assumption - Bimonthly, sos. Dr -take the medicine only sos
Varied perceptions- 7 blind men and the elephants
Differing background – Background of knowledge differs – Technical and
Arts or Drs.
Wrong inferences – To decide this must have happened.
Blocked categories – Prejudices-we conform to our personal views,
habits, and attitudes, we react negatively. E.g:- people who detest technology
Categorical thinking- Overconfidence ‘know it all’ are called
“Pansophists”. They use all, always, everybody, everything, every time, none,
never, nobody, and nothing very frequently.
2 Broad categories into which this barrier can be classified
1. Inefficiency in communication skills
2. Negative aspect nurturing in the climates
Common reasons for interpersonal barriers are:-
Limited vocabulary
The incongruity of verbal and non-verbal (words and body lang. should
convey same) messages- dress and word.
1. Emotional outbursts -anger, boredom,
prejudice,
Communication selectivity - receiver pays attention to only a part of
comm. that he is interested in
2. Cultural variations – laws, customs, and
traditions business practices of other countries.
3. Poor listening skills- listening: careful
attention, hearing: passive, a good
listener important
4. Noise in the channel -not just cacophony
but anything that disturbs communication
5. Hindrance in listening- can be emotional
disturbances, indifference, aggressiveness, and wandering attention. Visual –
gaudy slide or poorly designed room human – late comers, dim typescripts,
telephone line disturbances, illegible handwriting
Organizational barriers: Each organization, big or small has its own
communication techniques.
Irrespective of size, all organizations have communication policies
that deserve the protocol to be followed.
It is the structure and complicity of this protocol that usually causes
communication barriers
(Upward, Downward, Lateral or Horizontal, Diagonal – Sales Manager to VP.
Of Diff Div. , Grapevine )
Causes that lead
to this barrier:
·
Too
many Transfer stations - Rigid hierarchical structure restricts the flow of communication as numerous transfer points – distort, delay or lose the message.
·
Fear of superiors - Can’t tell the super boss the ill deeds of a boss, or a huge report in order to
impress the boss but important points
lost.
·
Negative
Tendencies - Conflicts of ideas between members of an organization due to
negative feelings, some messages are not communicated.
·
Use of
inappropriate media – Before selecting the medium keep in mind advantages,
disadvantages, and potential barriers. (Graphs, charts, telephone, emails,
boards, presentations e.g.:- Telephone not appropriate for confidential
matter.)
·
Information
overload – Availability of a huge amount of data which the receiver is unable to
handle effectively. Caused due to fatigue, disinterest, and boredom. To
overcome this barrier, direct the msg. to the concerned person and avoid irrelevant
details.
* Create an open communication environment
* Always keep the receiver in mind
* Avoid having too many transfer stations
* Do not communicate when you are emotionally disturbed.
* Be aware of diversity in culture, language, etc.
* Use appropriate non-verbal cues.
* Select the most suitable medium
* Analyze the feedback.
What is
Communication?
Communication is the art of transmitting ideas, thoughts, information, and attitudes from one person to another. Communication is a meaningful interaction
among human beings.
·
Personal
process
·
Occurs
between people
·
Involves
change in behavior
·
Means
to influence others
·
Expression
of thoughts and feelings through words and behavior
·
It is
social and emotional behavior
WHAT ARE THE MOST
COMMON WAYS WE COMMUNICATE?
·
Spoken
words
·
Written
words
·
Visual
images
·
Body
language
TYPES OF COMMUNICATION
·
Downwards
communication
·
Upwards
communication
·
Lateral
or horizontal communication
WHAT MAKES A GOOD COMMUNICATOR?
·
An
Active Listener,
·
An
Effective Presenter,
·
A
Quick Thinker.
·
A
Win-Win Negotiator.
PROCESS OF COMMUNICATION
The sender needs to communicate the context to the receiver for better clarity
in the communication process.
1.
Understand your own communication style.
2.
Be an active
listener.
3.
Use normal communication.
4.
Give Feedback
Understand your own communication style:
• High
level of self-awareness to creating a good & long-lasting impression on others.
•
Understand how others perceive you.
•
Avoid being CHAMELEON by changing with every personality you meet.
•
Make others comfortable by selecting
appropriate behavior that suits your personality while listening. (Ideally
nodding your head).
Be An Active Listener:
•
People speak @ 100 to 175 WPM but can listen
intelligently @ 300 WPM.
•
One part of the human mind pays
attention, so it is easy to go into
mind drift.
•
Listen with a purpose.
•
Purpose can be to gain information, obtain
directions, understand others,
solve problems, share interests, see how another person feels, show support,
etc.
•
If it is difficult to concentrate then repeat
the speaker’s words in your mind.
•
Smile,
•
Gestures,
•
Eye contact,
•
Your posture.
Give Feedback
•
Remember that what someone says and what we hear can
be amazingly different.
•
Repeat back or
summarize to ensure that you understand.
•
Restate what you think you heard and ask,
"Have I understood you correctly?"
Six ways to improve your non-verbal communication:
Some major areas of
nonverbal behaviors to explore are:
•
Eye contact
•
Facial expressions
•
Gestures
•
Posture and body orientation
•
Proximity
•
Paralinguistic
•
Humor
The eye is a direct and most
expressive part of our body.
–
Direct Eye Contact:
(Shows confidence)
–
Looking downwards (Listening carefully or Guilty)
–
Single raised
eyebrow (Doubting)
–
Both raised eyebrows
(Admiring)
–
Bent eyebrows (Sudden
focus)
–
Tears coming
out (Emotional either happy or hurt)
FACIAL EXPRESSION:
–
Smile covers the most part of facial expression:
Smiling is a powerful cue that transmits:
–
Happiness
–
Friendliness
–
Warmth
–
Liking
–
Affiliation
GESTURES:
•
If you fail to gesture
while speaking, you may be perceived as boring, stiff, and
unanimated.
•
A lively and animated teaching style captures
students' attention, makes the
material more interesting, facilitates learning, and provides a bit of entertainment.
•
Head nods, a form of gestures, communicate
positive reinforcement to students
and indicate that you are listening.
POSTURE AND BODY ORIENTATION:
• You
communicate numerous messages by the way you walk, talk, stand and sit.
•
Standing straight, but not rigid, and leaning
slightly forward communicates to
students that you are approachable, receptive, and friendly.
•
Furthermore, interpersonal closeness results
when you and your students face each other.
• Speaking
with your back turned or looking at the floor or ceiling should be avoided; it communicates disinterest to your class.
PROXIMITY:
•
Cultural norms dictate a comfortable distance
for interaction with the audience.
•
You should look for signals of discomfort
caused by invading the young audience‘s
space.
•
Some of these
are:
–
Rocking,
–
Leg swinging,
–
Tapping,
–
Gaze aversion,
•
To counteract this, move around the classroom
to increase interaction with your
students. Increasing proximity enables you to
make better eye contact and increases the opportunities for students to speak.
Paralinguistic:
This facet
of nonverbal communication includes such vocal
elements as:
- Tone
-
Pitch
- Rhythm
-
Timbre
- Loudness
-
Inflection
FEW FACTS
- You have over 630 muscles
in your body.
- Eye muscles are the busiest
muscles in the body. Scientists estimate they may move more than
100,000 times a day.
- You have over 30 muscles
in your face to help you smile or frown.
It takes 17 muscles to smile and 43 to frown.
SO SMILE EVERY TIME YOU SEE SOMEONE.
- The strongest muscle in your body is your tongue.
USE IT EFFECTIVELY.
- It takes the interaction of 72 different muscles to produce
human speech.
Visit my Blog: https://learnenglishcommunicationskills.blogspot.com
****
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