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Course 102
Block I Communication
Course 102
Block I
Communication
Unit - 1 Unit - 2 Unit - 3 Unit - 4 Unit - 5 Unit - 6 : Concept, meaning, process and factors affecting communication : Models and Theories of Communication : Key Communicators - Identification and their role in Agricultural development process : Feedback - Problems in Communication : Organisational Communication : Interpersonal communication skills 3-30 31-42 43-52 53-66 67-94 95-112
Published by
National Institute of Agricultural Extension Management, Rajendranagar, Hyderabad 500 030, Andhra Pradesh, India First Published: 2007 MANAGE, 2007 All rights reserved. No part of this work may be reproduced in any form, by mimeograph or any other means without permission in writing from the MANAGE.
Program Coordinators
Dr. M.N. Reddy, Director (Agri. Extn. & Commn.) & Principal Coordinator (PGDAEM)
MANAGE, Hyderabad Ph. Off: (040) 24014527, email: mnreddy@manage.gov.in
Course Coordinator
Dr. P. Chandrashekara, Dy. Director
MANAGE, Hyderabad Ph. Off: (040) 24015399, email: pcshekara@manage.gov.in
Contributor
Dr. G.V. Narayana Reddy
Retd. Professor, EEI Rajendranagar, Hyderabad
Communication and Diffusion Agricultural Innovations Concept, meaning, process andof factors affecting communication
Course - 102
Unit 1
Structure
1.0 Objectives 1.1 Introduction 1.2 Concepts of communication 1.3 Meaning of communication 1.4 Process of communication 1.5 Factors affecting communication 1.5.1 Communicator 1.5.2 Message 1.5.3 Channel 1.5.4 Treatment 1.5.5 Audience 1.5.6 Audience response 1.6 Let us sum up 1.7 Key words 1.8 Further Readings 1.9 Answers / Hints to check your progress exercises
1.0 Objectives
After studying this unit, the reader should
Understand the concept and meaning of communication Be able to know the process of communication Explain the factors affecting communication
1.1 Introduction
Cant you see that for mighty thoughts and heroic aims, the words themselves must be appropriate Aristophanes But words are things and a small drop of ink, falling like dew upon a thought produces that which makes thousands, perhaps millions think Byron Don Juan Communication is sharing information or providing entertainment by speaking, writing or other methods. People communicate in many ways, including talking by moving their hands and even by making faces. People also use telephone calls and letters for personal communication. Without communication parents would not know what their children need. Teachers could not help their students learn. People could not share knowledge. Each person would have to learn everything for himself or herself. Friends could not make plans with one another. Infact human beings probably could not survive for long. Mass communication is another important type of communication to send message to large audience. Books are one of the oldest methods of mass communication. Television is one of the networks. Newspaper and radio are other ways that information can be sent to many people. Modern nations probably could not exists without mass communication. People can communicate on many levels, for many reasons, with many people, in many ways. Ruesch and Bateson have prepared a hypothetical example of the kinds of communication that a typical man, Mister A, might use in an average day. In the morning when Mr. A. enters his office he reads his incoming mail (written communication). In sorting his mail he encounters a number of pamphlets which are designed to describe the merits of various business machines (pictorial communication). Through the open window the faint noise of a radio is heard, as the voice of an announcer clearly praises the quality of a brand of toothpaste (spoken communication).
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When his secretary enters the room she gives him a cheerful good morning which he acknowledges with a friendly nod of his head (gestural communication) while he continues with his conversation on the telephone (spoken communication) with a business associate. Later in the morning he dictates a number of letters to his secretary, then he holds a committee meeting (group communication), where he gathers the advice of his associates. In this meeting a number of new governmental regulations (mass communication) and their effect upon the policies of the firm are discussed. Later in the meeting a resolution to the employees of the firm concerning the annual bonus (mass and group communication) is considered. After the committee has adjourned, Mr. A, engaged in thoughts concerning unfinished business (communication with self), slowly crosses the street to his restaurant for lunch. On the way he sees his friend Mr. B, who in a great hurry enters the same luncheon place (communication through action), and Mr. A decides to sit by himself rather than to join his friend, who will probably gulp down his coffee and hurry on (communication with self). While waiting, Mr. A studies the menu (communication through printed word) but the odour of a juicy steak deflects his gaze (chemical communication); it is so appetizing that he orders one for himself. After lunch he decides to buy a pair of gloves. He enters a mens store and with the tips of his fingers carefully examines the various qualities of leather (communication through touch). After leisurely concluding the purchase, he decides to take the afternoon off and to escort his son on a promised trip to the zoo. On the way there, John, watching his father drive through the streets, asks him why he always stops at a red light and why he does not stop at a green light (communication by visual symbol). As they approach the zoo, an ambulance screams down the street, and Mr. A pulls over to the side of the road and stops (communication by sound). As they sit there he explains to his son that the church across the street is the oldest in the state, built many years ago, and still standing as a landmark in the community (communication through material culture). After paying admission to the zoo (communication through action), they leisurely stroll over to visit the elephants. Here John laughs at the antics of an elephant who sprays water through his trunk at one of the spectators (communication through action), sending him into near flight. Later on in the afternoon Mr. A yields to the pressure of his son, and they enter a movie house to see a cartoon (communication through pictures). Arriving home, Mr. A dresses in order to attend a formal dinner and theater performance (communication through the arts).
Another hypothetical example on the various kinds of communication that an extension worker might be using on a normal day is presented below: An extension worker visits the village and meet a group of farmers. He greets (communication through gestures) and talks to them (group communication) about SRI Cultivation and the importance of laying the demonstrations . He also exhibits visuals on SRI cultivation (visual communication). Further, he visits the plots (communication through action) and comes to his office and think over (communication through self) the time, date and arrangements for training and demonstration and discusses the same with his superiors (spoken communication) After obtaining permission, he talks to selected farmers through telephone (spoken communication) and informs them about the date and time for organizing the training and demonstration. The same is beamed through television, radio and newspaper (mass communication) and prepares leaflets / folders / bulletins for distribution in the training.
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1.2.8 Agricultural communication is defined as a planned transfer of farm technologies from the research system to the farmers system through extension system and media with a view to make desirable changes in respect of higher productivity, profitability and prosperity and also get feedback from the clients
feelings were expressed, communication did not happen. Whatever its purpose, every communication involves atleast two entities or people- a sender and receiver. One person or entity alone cannot communicate. You might well ask what about a person who is talking to himself? In that case also there is one part of his mind talking to the other:
Course - 102
Communication being a process, requires at least two persons a sender and a receiver irrespective of the mode of communication. The sender or source conceives the idea, gives it a shape, decides the mode of communication which may be used to convey the idea, and conveys it. The receiver receives it, tries to understand it, and finally takes an action which may be either to store the information or to send the message to the original source or take any other line of action as required by the source. The whole process, thus, may be depicted as follows: The entire process of communication requires at least the above six steps, i.e., Ideation, Encoding, Transmission, Receiving, Decoding and Action. These steps are discussed breifly: Ideation: The first step in communication is ideation. Here the sender thinks of an idea which he wants to communicate to the other party. This is the content and the basis of the message. He must have something to say before he really says it. The sender must also keep in mind the party to whom the message is intended to be conveyed, and also the channel to be used.
Ideation
Encoding
Transmission
Receiving
Decoding
Action
Conceiving of Encoding the Transmission Receiving of Decoding the Behavior or the idea by the message sender source or of the message the message by message the receiver action on the message
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Encoding: Under this step, messages are composed of symbols having a certain meaning for the sender and the receiver. Encoding is, thus, translation of an already conceived idea by the sender into a message appropriate for transmission. Encoding includes selection of the mode of communication. The wording of the message may be different for different methods of communication to be used. A telegram may be differently worded from a letter. A telephonic conversation may be different from a face to face conversation. A green signal and a whistle from the guard are sufficient signals to the train driver for starting the train, such signals are not sufficient for an aeroplane to take off. Transmission: The third step is transmission or conveying the message as encoded by the sender. Transmission conforms to the method selected by the sender in the preceding step. The sender also chooses the channel or path of communication through which the message is to travel from the sender to the receiver. The channel may be mass media such as newspapers, radio, television, films etc., or inter-personal involving direct exchange between source and receiver such as telephone, correspondence, or non-verbal symbols like hands or facial gesture, or other body movements. The sender must consider the effectiveness of the channel in making his selection. A lengthy message cannot be sent through a telegram. A channel should be such that it minimizes the possibility of distortion of the message. Receiving the message: The next step is the receiving the message by the receiver. The receiver must pay due attention to the message he receives. Any neglect on the part of the receiver may make the communication ineffective so that the message is lost. Thus, the receiver should be a good listener in the case of an oral message; however, listening alone is not sufficient, he/she should also be willing to understand. Decoding: Decoding is the reverse of encoding. It means translation of symbols etc., encoded by the sender into an idea for understanding. The receiver decodes the message by changing the symbols into a meaning. Understanding the message sent by the sender is the key to the decoding process. If the receiver could not decode the message correctly to make it understandable, or misunderstands it, or pretends to misunderstand it whereas he understands it well, the communication is rendered ineffective. This happens because perceptions of two persons may be quite different. Action: It is the response by the receiver of the communication. He may ignore the message completely, or may store it, or may act as directed by the sender. Thus, it is an action or reaction on the part of the receiver in response to the message received by him from the sender. He may also send a message to the sender in response to the original message from the sender.
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1.5.1 Communicator
In the context of agriculture and rural development, extension agent is the communicator who starts the process of communication. The extension agent and mass media like radio are sometimes visualized as sources or originators of messages, which is not correct. Knowledge generates through research and as such the Research Institutes, Universities are the originators of sources of message. The extension agent obtains the required information from research and carries it to the audience, the farmers. The extension agent is the communicator, a carrier of information. To enhance the process, extension agents may take the help of some aids, known as audio-visual aids. They also carry back the reactions of the farmers, their problems etc. as feedback information to research for finding out solutions for the same. The credibility of the communicator and the organization, the individual represents is important for effective communication. CREDIBILITY means trustworthiness and competence. Before the audience accepts any message he will judge whether the communicator and the organization the individual represents, can be relied upon and is competent enough to give the information. Studies have revealed that the scientists and extension agents having status, expertise, accomplishment, authority and experience are perceived as highly credible by the farmers in communicating information on agriculture and rural development, are therefore, very important in extension communication.
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iv. v. vi.
channels that will reach the audience; organization and treatment of the message; the professional abilities and limitations.
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vii. Get far too ahead of audience understanding. viii. Fail to recognize others view-point. ix. x. xi. Fail to recognize that communication is a two-way process. Let their own biases over-influence the presentation. Fail to see that everyone understands questions brought up for discussions.
xii. Fail to provide a permissive atmosphere. xiii. Disregard the values, customs, prejudices and habits of the people, and xiv. Fail to start where people are, with respect to knowledge, skill, interest and need. To be a good communicator, the thumb rule is go to the village and listen to the people.
1.5.2 Message
The recommendations from research, the technology constitute the content or subject matter, the message. Information which is relevant to particular set of audiences, constitute the messages, otherwise for them this is noise. A good message clearly state what to do, how to do, when to do and what would be the result. To produce desirable changes in human behavior, the message must be motivating. Messages which are relevant, interesting, useful, profitable, credible (latest and best, based on research findings) and complete (neither too much, nor too little) are likely to motivate the people.
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vii. accurate scientifically sound, factual and current; viii. timely - specially when seasonal factors are important and issues are current; ix. x. xi. supported by factual material covering both sides of the argument; appropriate to the channel selected; appealing and attractive to the audience having utility and immediate use;
xii. applicable can apply recommendation to ones own particular situation; xiii. adequate combining principle and practice in effective proportion and xiv. manageable can be handled by the communicator and within the limits of time.
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vi.
Fail to view the message from the standpoint of the audience, and
vii. Fail to time the message properly within a presentation or within a total program.
1.5.3 Channel
Channel of communication constitutes the medium through which information flows from a sender to one or more receivers. Face-to-face, word-of-mouth is the simplest and yet one of the most widely used and effective means of communication, particularly for the developing countries. As society changes from traditional to modern, the emphasis shifts from oral to media system of communication. Because of the large number of audience or receivers of information and because of physical distance of the communicator and the receivers of information, it is necessary to use different communication channels. Even in interpersonal, face-to-face, word-of-mouth communication, it becomes necessary to use some aids to make communication more effective. The channels of communication may be classified into a number of ways according to different criteria.
According to form
Spoken: Farm and home visit, farmers call, meetings, radio talk etc., Written: Personal letter, farm publications, newspaper etc.
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Group contact: The extension agent communicates with the people in groups and not as individual persons. Examples are group meeting, small group training, field day or farmers day, study tour etc. Mass contact: The extension agent communicates with a mass of people, without taking into consideration their individual or group identity. Examples are mass meeting, campaign, exhibition, radio, television etc. Many obstructions can enter channels. These are often referred to as noise that prevents the message from being heard by or carried over clearly to the audience. Noise emerges from a wide range of sources and causes. The following are some of them i. Failure of channel to reach the intended audience. All people cannot or may not attend meetings, all people may not have radio or TV, or may not tuned if they had or many people cannot and some may not read the written materials. ii. Failure on the part of the communicator to handle channels skillfully. In a meeting, who can not hear what is said and see what is shown, do not receive the message. iii. Failure to select channels appropriate to the objective of a communicator. If the objective is to show how to do a certain thing, method demonstration and TV will be appropriate rather than radio or newspaper. iv. Failure to use channels in accordance with the abilities of the audience. Written materials can not serve as useful channels of communication for an illiterate group of persons. v. Failure to avoid physical distraction. Loud noise near a place of meeting or loadshedding at the time of projecting visuals may cause distraction of the audience. vi. Failure of an audience to listen or look carefully. There is a tendency of people not to give undivided attention to the communication. vii. Failure to use enough channels in parallel (simultaneously). Research indicates that upto five or six channels used in combination are often necessary to get a message through to a large number of people with enough impact to influence significant changes in behaviour; and viii. Use of too many channels in a series. An important principle of communication is that the more channels used in a series (communicating through several levels of line personnel) the less chance a communicator has for getting the message through to the intended audience.
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To help overcome some of the problems of communication, one should take the following factors into account: i. ii. The specific objective of the message. The nature of the message degree of directness versus abstractness, level of difficulty, scope, timing etc. iii. iv. v. vi. The audience size, need, interest, knowledge of the subject etc. Channels available that will reach the audience, or parts of it. How channels can be combined and used in parallel. How channels that must be used in a series can be needed to the minimum, and those used made effective. vii. Relative cost of channels in relation to anticipated effectiveness. viii. Time available to the communicator and to the audience. ix. x. Extent of seeing, hearing or doing that is necessary to get the message through, and Extent of cumulative effect or impact on the audience necessary to promote action.
1.5.4
Treatment of message
Treatment means the way a message is handled, dealt with, so that the information gets across
to the audience. It relates to the technique or details of procedure or manner of performance, essential to effective presentation of the message. The purpose of treatment is to make the message clear, understandable and realistic to the audience Treatment of the message by the communicator shall depend to a great extent on choice of the channel and the nature of audience. The task cannot be reduced to a formula or recipe. Treatment is creative task that has to be tailor-made for each communication function. For example, treatment of a message will be different when it is conveyed in a meeting, or published in a folder or broadcast. Similarly, there will be difference in treatment of the message according to the level of literacy, socioeconomic status and progressive of the audience.
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Designing treatment usually requires original thinking, deep insight into the principles of human behaviour and skill in creating and using refined techniques of message presentation. The following are the three categories of bases useful for varying treatment
vii. Inductive compared to deductive. viii. Proceeding from the general to the specific and vice-versa and, ix. Explicitly drawing conclusions compared to leaving conclusions implicit for the audience to draw.
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vii. Decide on the dramatic effect desired effective treatment requires sincerity, smoothness, enthusiasm warmth, flexibility and appropriateness of voice, gestures, movements and tempo. viii. Use alternative communicators when appropriate, as in group discussion, panels, interviews etc. ix. Remember that audience appeal is a psychological bridge to getting a message delivered and, x. Quit on time-communicators who stop when they have finished are rewarded by audience goodwill.
1.5.5 Audience
The audience or receiver of message is the target of communication function. An audience may consist of a single person or a number of persons. It may comprise men, women and youth. An audience may be formed according to occupation groups such as crop farmers, fruit farmers, dairymen, poultry keepers, fish farmers, home makers etc. Audience may also be categorized according to farm size such as marginal, small, medium or big farmers; or according to social criteria whether they belong to scheduled caste, scheduled tribe, etc., Communication to be successful, must be target oriented. The communicator must know the target, their needs, interests, resources, facilities, constraints and even their appropriate number and location. The attitude of the audience toward the message largely depends upon who gives what message through which channel; to what extent the content of the message satisfy their needs and intentions; to what measures the suggestions contained in the message are in line with their preheld experiences and preexisting preferences; and how far the message is compatible with group norms and value system to which the audience belongs. In case the audience members feel that the communicator is trustworthy, dependable and find the person communicating the message through the medium of their choice, they are likely to receive the message, provided the presentation of the content appear to the audience as interesting and comprehensive (Dey. 1993)
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The communicator should, therefore, be careful in selecting message which are relevant to the audience, choose channels compatible to their cultural pattern and make treatment of the message appropriate to their levels of interest and understanding. In addition to knowing the identity of an audience and some of its general characteristics, there are other somewhat more specified aspects that help to clarify the exact nature of an audience and how to reach it. The following are some of these i. ii. iii. iv. v. vi. Communication channels established by the social organization. The system of values held by the audience what they think is important. Forces influencing group conformity custom, tradition etc. Individual personality factors change proneness etc. Native and acquired abilities. Educational, economic and social levels.
vii. Pressure of occupational responsibility how busy or concerned they are. viii. Peoples needs as they see them, and as the professional communicators see them. ix. x. Why the audience is in need of changed ways of thinking, feeling and doing, and How the audience views the situation. It may be noted that the audience is not a passive recipient of message. The individuals are rather selective in receiving, processing and interpreting messages. Selective exposure, Klapper (1960) suggested that people expose themselves to messages selectively. There is a tendency for individuals to expose themselves relatively more to those items of communication that are in agreement with their ideas, beliefs, values etc. Selective perception, Regardless of exposure to communication, an individuals perception of a certain event, issue, person or else could be influenced by ones latent beliefs, attitudes, wants, needs or other factors. Thus, two individuals exposed to the same message could go away with different perceptions about it.
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Selective retention. All information is not retained by the individuals. People generally tend to retain that information in which they have some interest and which they consider to be important. Research showed that even recall of information is influenced by factors such as individuals needs, wants, moods, perceptions and so on. The social categories to which people belong, their individual characteristics, and social relationships greatly influence their acquisition and utilization of information.
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List out the elements of communication process you have studied Mention the qualities of a good communicator Classify channels according to form and nature of contact State the qualities of a good message You can also communicate through eyes. Here, we have three triangles. Read the words in triangles very quickly. Dont read once again.
Have you read it. Do you find any fault. If there is no fault, you have gone wrong. Once again read it. Still there is no fault. Once again you have gone wrong. See answer in your check your progress exercises.
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7.
The facilitator divides the group and passes the following message to a lead person who passes it on to the next person, and the next Message: The wolf ate the chicken at dusk under the tree Write down the message as it finally was transmitted and analyze
8.
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Punch three small holes in the top of this paper with your pension point If youre the first person to reach this point, Loudly call out I AM THE FIRST PERSON TO THIS POINT AND I AM THE LEADER IN FOLLOWING DIRECTIONS
9.
Underline all even numbers on the left side of this paper Now that you have finished reading everything carefully do only sentences one and two Exercise: Talkathon Ask for two volunteers. Have them sit and face each other in front of the rest of the group. The
instructions are that both should begin talking simultaneously at the instructors signal. Each may speak on any topic he or she desires. But they must maintain eye contact with one another. Gestures are very much in order. The loser will be the speaker that stops talking first. It is a ridiculous scene but typical of how often listen. 10. Exercise: Listen, report, reply Choose a controversial topic: For example is the quality of life in India improving or declining As for two volunteers holding contrary views on the issue. Sitting face to face in front of the group they are to conduct a discussion on the topic. The rule for the discussion is this each must report to the others satisfaction a summary of what the other speaker has said before themselves may reply: Listen, repeat, reply The two speakers are told to begin and the instructor watches and enforces the rule. The instructor may interrupt either speaker from time to time to ask whether the listener is satisfied with the summary the other has given, whether the listener has caught the thought fully. After the conversation has gone on in this fashion for ten minutes or after the problems of communicating have become clear, the instructor stops the demonstration by the two volunteers. Groups of three are formed with the remaining numbers and with one member acting as monitor these groups practice the exercise for 20 or 30 minutes, changing the role of monitor after each 10 minute period. The group is reassembled and the instructors needs a discussion and practices that help or hinder effective communication.
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11. Exercise The purpose of this exercise is to know how for the participants has understood the message given by the speaker. One participant is enough to do this exercise. Hand over the paper and pencil and asked him to sit in one of the corners of the room. The speaker explain the diagram orally and without any hand signs and not showing the diagram to him. Fifty percent of the diagram is drawn correctly, you can rate him a good communicator
1.6
Let us sum up
In this unit, we have briefly covered the concepts, meaning and the purpose of communication.
Communication is a popular term when a person gives a good public speech, we call him a good communicator. If two people are talking, we say that they are communicating. Many people refer to various media of communication viz., radio, film or television as communication. None of these is true. Communication was a Latin root communis which means common It also requires a degree of commonness between individuals for communication to occur. The purpose of communication is to establish commonness. Communication, thus refers to the process of sharing information, feeling ideas in a manner that there is common understanding of meaning, intent and use of the message. Successful communication requires a skillful communicator sending a useful message through proper channels effectively treated to an appropriate audience that responds as desired. The communication task thus consists of the skillful handling of six key elements viz., communicator, message, channel, treatment, audience and audience response.
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1.7
Keywords
: It implies that more than one element is involved and that the elements are not static but are changing and interacting
Interaction
Process
: Involves movement. It is a means of getting from one place to another. Whenever, two or more functions are performed one after another to realize a particular objective
System
: A system is a combination of two or more components or parts, put together in an orderly way to achieve a given purpose
: It is a process of interpreting the message : It is a process of receiving the message : Intimate acquaintance with facts : Relationship between facts : He is the person who start the process of communication. He is the sender of message
Message
: It is the information the communicator wishes his audience to receive, understand and act upon
Channel
: It is anything which connects the communicator with the communicatee or group of people
: It is the way we put across the message through channel : It is the response given by the audience to the message of the communicator : Trustworthiness and competence It is a thing done, an actual occurrence, a piece of information having objective reality
Interpretation
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Stimulus Response
: A stimulus is any event which an individual is capable of sensing : A response is anything that the individual does as a result of perceiving the stimulus.
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2. Elements of communication process are: i. Communicator ii. Message iii. Channel iv. Treatment v. Audience vi. Audience response 3. See section 1.5.1. and answer 4. See section 1.5.3 and answer 5. See section 1.5.2. and answer 6. In three triangles, one word is extra. This is eye illusion
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Unit-2
Structure
2.0 Objectives 2.1 Introduction 2.2 Concepts of model 2.3 Purpose of models 2.4 Models of communication 2.4.1 Aristotles model 2.4.2 Shanon-Weavers model 2.4.3 Berlos model 2.4.4 Schramms model 2.4.5 Leagans model 2.4.6 Rogers and shoemakers model 2.4.7 Westley and Macleans model 2.4.8 Model on Extension communication system 2.5 Theories of communication 2.5.1 Theories of interpersonal communications 2.5.2 Theories of mass communication 2.5.3 Theories of communication distortion 31
2.6 Let us sum up 2.7 Key words 2.8 Further Readings 2.9 Answers / Hints to check your progress exercises
2.0 Objectives
After studying this unit, the student should
Be able to define what is a model Know the purposes of models Explain the different models of communication Explain the theories of communication
2.1 Introduction
Models are symbolic representations of structures, objects or operations. They are useful theoretical constructs that are frequently used in social sciences for explanatory purposes. They may be used to show the size, shape or relationship of various parts or components of an object or process. A model may also be useful in explaining the working of a system.
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Audience
Speech
Speaker
Aristotles Model
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Compared with the Aristotelian model, the source is the speaker, the signal is the speech and the destination is the audience, plus two added ingredients, it transmits which sends out the sources message and a receiver which catches the message for the destination.
Communication Source
Berlos Model Code is a system of signals for communication. Encode means to put the message into code. Channel means the medium through which the signals move, the decoder means which converts the message in the code into ordinary language which may be easily understood. He further elaborated that all human communication has some source, some person or group of persons with a purpose. The purpose has source has to be expressed in the form of message. The communication encoder is responsible for taking the ideas of the source and putting them in a code, expressing the sources purpose in the form of a message. A channel is a medium, a carrier of message. For communication to occur there must be somebody at the other end, who can be called the communication receiver, the target of communication.
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2. 3. 4. 5.
Schramms Model This model of communication is preferably relevant for the mass media. In human communication it is most important whether people can properly encode or decode the signal (message), and how they interpret in their own situations.
Leagans Model
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The task of communication, according to him is to provide powerful incentives for change. Success at this task requires thorough understanding of the six elements of communication, a skillful communicator sending useful message through proper channel, effectively treated, to an appropriate audience that responds as desired.
Rogers and shoemakers model According to them a source (S) and message (M) via certain channels (C) to the receiving individual (R), which causes some effects (E) i.e., changing the existing behaviour pattern of the receiver.
A is source (Eg., ANGRAU), B is receiver or public, C is the mass media channel (eg., E-TV Annadata), A gets feedback from the public refines the message and C also gets feedback and refines and the total refinements are carried out by the interpreting source that is C and then refined messages are transmitted to the users. This is typical in a TV channel broadcast. Eg., Annadata of E-TV does similar to explained above. 36
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Game theory views interpersonal communication as the process of transaction between the people to balance possible gains and losses. Social comparison theory states that persons communicate in order to verify their perceptions of the world assumptions about themselves. New combs theory explains the thinking processes of people who are reacting to one another simultaneously linguistic theory deals with a description of language systems. Psycholinguistic theory focuses attention on the behaviour of an individual in the use of language. Socio-linguistic theory explains patterns of variation in language across different people, stimuli relationship, context and competence.
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The second one emphasizes that messages pass through many layers in an organization. Therefore repetition and reproduction of the same message is multiplied into many which reduces the efficiency of communication. The overview of communication theories suggests that communication can be described in terms of networks, which give the observer some indication of who is communicating with whom it can also be described in terms of the types of interactions which are occurring among communicators. Further, it can be described in terms of message transactions, which indicate how the elements of communication combine to produce a unique unrepeatable event. It can be also viewed from the point view of an individual gathering information as he passes through his environment.
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interaction through mutually understandable signs or symbols, including feedback and certain wanted or unwanted effects in both the communicator and the receiver. The theories of communication can be classified into three groups viz., theories of interpersonal communication, and theories of mass communication and theories of communication distortion.
2.7 Keywords
Transmitter: It is sending coded messages along a selected medium Signal: It is the actual message Source: It is the speakers mind. It is the source of idea Theory: Relationship between facts or the ordering them in some meaningful way. Technology: Application of science to the practical aim of human life Destination: It is the listeners mind. It is the target of the message.
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b. c. 3.
They visually show relationship among the variables involved in communication and They aid in finding and in correcting communication problems
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Key communicators - Identification and their role in Communication and Diffusion of Agricultural Innovations Agricultural development process
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Unit-3
Structure
3.0 Objective 3.1 Introduction 3.2 Identification methods of key communicators 3.2.1 Socio-metric method 3.2.2 Self designation technique 3.2.3 Information ratings 3.3 Characteristics 3.4 Role of key communicators 3.5 Let us sum up 3.6 Key words 3.7 Further Readings 3.8 Answers / Hints to check your progress exercises
3.0. Objectives
After going through this unit, you will be in a position to
Define who is a key communicator
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Be able to know the identification methods in a social system Explain the role of key communicators in agriculture development process
3.1 Introduction
To be a leader you have got to lead human beings with affection J.R.D. TATA. The key is to select good people, be accessible to them when need you but leave them free to operate Russi Modi Key communicators or opinion leaders are persons in any social system who are sought out for information and advice on general or specific topics. Rogers and Kincoid (1981) define opinion leadership as the degree to which an individual is able to informally influence others knowledge, attitudes, or overt behaviour in a desired way with relative frequency. It is assumed that such persons are respected persons in each social system to whom some people look for advice and information and who through such consultations, influence their behaviour and actions. The concept of key communicator was first developed by Katz & Lazarfield etal (1944). Since then they have been variously called as fashion leaders, influencers, information leaders, opinion leaders, spark plugs, style-setters, taste- makers etc. However, all these names have been used more or less for individuals operating in a social system who are more important in the communication of information than others. Research evidence suggests that each social system has it s own opinion leaders.
3.2.1
Sociometric method
In this method, members of a social system are asked to name the person(s) to whom they go
for advice and information on a particular topic. It has several advantages over other methods in so far as sociometric questions are easy to administer and are adaptable to different situations This method has also relatively higher validity. However, the use of this method requires a large number of respondents and complex statistical analysis. This is concerned primarily with obtaining choices in interpersonal relations, such as with whom one would like to work, play, etc. or to whom one would go for advice on farming or other
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problems. It attempts to describe social phenomena is quantitative terms. It may be used in selecting both professional and lay leaders, but a greater use of it is made in the latter case. It is necessary that the persons involved in a sociometric test known one another. It is also to be emphasized that the grouping of individuals upon the basis of sociometric tests is in terms of choices relative to specific popularity. In a sense, the persons chosen by several others are popular, but it is popularity or acceptance in terms of specific activities. Sociograms for the same individuals will manifest differences when the choices are in relation to different activities. This method is very useful to the Extension Workers in finding out the natural or local or informal leaders in the villages, who are the influential persons that help in the introduction and popularization of new, improved practices in their communities or neighbourhoods. As extension workers goes into a given area and asks the farmers to indicate whom they ordinarily consult for advice on farming (or any particular aspect of farming in which the extension worker wants to introduce some improvement). Usually after a few interviews, it becomes apparent which farmer is the influential person or natural leader. Figure (sociogram) illustrates this type of test.
Sociogram When H is interviewed he may indicate that he generally goes to B for advice on farming. G , F and D may also say that B is the one whose advice they take on farming. Then B is the operational or potential, natural leader for these people and therefore if the extension worker succeeds in inducing B to take up certain new practice, it is quite likely that others will be influenced by his behaviour. It should be remembered that B is the natural leader or the one who initiates action for the others. B may or may not hold an office or leadership position in organizations in this area. He may not even think of himself as a leader and may insist that he is not a leader. However, so far as these farmers are concerned, B is the operational leader in relation to farming practices.
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3.3 Characteristics
Key-communicators have been found to have distinctive characteristics. On the basis of a review of a large number of research studies, Rogers and Shoemarker (1971) drew the following conclusions regarding characteristics of key-informants.
(i)
a. b. c.
External communication
Key-communicators have greater exposure to mass media than their followers Key-communicators are more cosmopolitan than their followers. Key-communicators have greater change agent contact than their followers
(ii)
Accessibility:
Key-communicators exercise relatively greater social participation than their followers in a
social system
(iii)
Social status:
Key communicators enjoy a relatively higher social status than their followers as far as conditions
(iv)
a.
Innovativeness
Key-communicators are more innovative than their followers
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b.
When the social systems norms favour change, key-communicators are more innovative but otherwise not especially so.
c.
When the norms of a system are more modern, key-communicators are more monographic. Monography is the tendency of a key-communicator to act as such for only one topic.
(v)
under Indian conditions, no specific conclusions could be drawn regarding age, education, farm size, etc., although, key-communicators tend to belong to the middle-age group i.e. 30 to 50 years, be somewhat better educated and own relatively larger farms than their followers.
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7. 8. 9.
Giving constant guidance and acting as the local consultants Focusing on the problems of villager and helping the extension workers and Serving as the demonstrator in the case of agricultural innovations
Leadership Quiz
All of us have some basic notions and assumptions about leadership. What are yours? Do you agree or disagree with the following? Agree 1. An effective leader varies their use of authority according to the group and situation. Sometimes they merely announce their decision, at other times they persuade, consult or leave the decision to the group, all depending on the group and situation. 2. An effective leader sees more clearly than a less effective one the strengths and weaknesses of individual members of their team. 3. An effective leader realizes people have mixed feelings towards authority; i.e., they both like it and do not like it. 4. To be an effective leader one must decide whether they are going to be democratic or autocratic and then stick to it. ( 5. Effective leaders tend to smooth over or avoid conflicts between members of the group rather than confront them. 6. An effective leader thinks in terms of duties and activities rather than results and objectives. 7. An effective leader is one who keeps their desk neat and clean. ( ( ) ) ( ( ) ) ( ) ( ) ) ( ) ( ) ( ) ( ) ( ) ( ) ( ) ( ) Disagree ( )
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Agree 8. An effective leader puts a great value on humour and uses it to keep a sense of perspective when the group is struggling with a problem. 9. Besides the authority of their position, an effective leader tries to develop other forms of influence, i.e., personality, competence and character. 10. 11. An effective leader is one who leads a group to its goals An effective leader encourages honest disagreement in order to find better solutions. 12. An effective leader treats each member of the group in the same way. 13. An effective leader is one who usually gets his or her way in a group discussion. 14. An effective leader builds on the strengths of the group, doing the things they do well and omitting those they cannot 15. An ineffective leader often gets lost in the jungle of duties and loses track of objectives. 16. An effective leader considers their men, their quality and development, to be the most important resources - far more important than materials or money. 17. An effective leader is sensitive both to group and individual needs as well as the demands of the situation 18. Leadership should be shared in a group, moving from one member to another, according to the competence required in the situation. ( ) ( ) ( ) ( ) ( ) ( ) ( ) ( ) ( ) ( ) ( )
Disagree ( )
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Unit-4
Structure
4.0 Objectives 4.1 Introduction 4.2 Meaning of feedback 4.3 Characteristics of feedback 4.4 Problems in communication 4.4.1 Insufficient information 4.4.2 Information overload 4.4.3 Over confidence 4.4.4 Language or code 4.4.5 Not listening 4.4.6 Too head of understanding 4.4.7 Lack of empathy 4.4.8 Closed Dogmatism 4.4.9 Ignoring the leaders 4.4.10 Prejudices 4.4.11 Beliefs
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4.4.12 Disorganized communication 4.4.13 Inarticulateness 4.4.14 Physical Environment 4.4.15 Life positions 4.4.16 Egoism, complacency, overconfidence, dogmatism and the feeling of omniscience 4.4.17 Difference in thinking or perceptions 4.5 Critical factors in communication 4.6 Let us sum up 4.7 Key words 4.8 Further Readings 4.9 Answers / Hints to check your progress exercises
4.0 Objectives
After studying this unit, the learner should
Be able to state the meaning of feedback Explain the characteristics and types of feedback Be able to explain the problems and critical factors of communication
4.1 Introduction
The importance of feedback cannot be overemphasized and needs no special elucidation. Feedback is the yardstick which measures the effectiveness of communication and is used for evaluation review and to amend the message in the light of response. Efficient workers have reliable feedback and they succeed in their effective communication. In a continuing human relationship, successive cycles of communication have a cumulative meaning and effect. Every human relationship is always in a state of change. It is constantly getting better or worse. Unfortunately, all change is not necessarily progress. For, progress results from change should occur only in desirable direction. There are powerful forces that tend to slow down changes in
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peoples behaviour. To overcome these forces, a powerful communication effort by extension workers must be constantly exerted. Progress sometimes is as difficult for rural development worker to achieve as it is for a swimmer to make his way upstream in a swift current. From the forgoing propositions emerge some key problems and critical factors of communication program for change. Fortunately for the extension worker, there are things known about communication that when understood will help him communicate more effectively.
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FEEDBACK
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vi.
Clarity: Effective feedback must be clearly understood by the recipient. A good way of checking this is to ask the recipient to restate the major points of discussion.
vii. Validity: In order, for feedback, to be effective, it must be reliable and valid. viii. Readiness: In order, for feedback, to be effective, the receiver must be ready to receive. When feedback is imposed upon the receiver it is much less effective. Feedback should be a continuous process as the audience and communicators are neither always the same persons, nor they are interacting in the same situation. The extension agent shall take steps to analyze the responses of the audience, which may be positive, negative or no response. If there has been no response or negative response to a message, the extension agent shall find out reasons for the same. If it pertains to research, the problem should be referred as feedback information to research, to find out solutions for the same. If the problem does not relate to research, the extension agent shall find out whether the message has been relevant to the audience, or whether the channel, treatment, audio-visual aids have been appropriately used. If not, corrective steps should be taken without any loss of time. For a season-bound program, if nothing can be done in that particular season, the extension agent shall take appropriate steps in next season, so that the mistakes are not repeated. If there has been a favourable response to the message by the audience, the extension agent shall find out what next is to be done to reinforce the learning already made by the farmers. At this stage, supply of critical inputs and services including credit are important. Adequate and correct feedback are essential for purposeful communication; feedback information provides the communicator an opportunity to take corrective steps in communication work, helps in identifying subsequent activities, and acts as pathfinder for need-based research.
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4.4.3 Overconfidence
A block appears when you take it for granted that your communication is clear and people understand you all right, little suspecting that the opposite may be the case. Trying out the material before hand on a person typical of the audience can help you in getting over such a block to some
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extent . You can then find out whether what you communicate will be in a form that will be quickly and clearly understood.
with closed minds, you should first try and create a situation which makes them feel that they should come out of their shells and listen to your message.
4.4.10 Prejudices
Do not let your own prejudices or dislikes influence your communication. If people do not need information on certain points, satisfy them rather than ignore them just because such information is unnecessary or unimportant in your opinion. Quite likely, such information is both necessary and important to them.
4.4.11 Beliefs
Do not ignore the beliefs, customs, prejudices, dislikes and habits of the people with whom you are communicating. These are a strong block against your communication. You have to help get over these gradually. Use tact when your message has to go against any of their beliefs, and shape your information in such a manner that you do not hurt them.
4.4.13 Inarticulateness
Some people prefer to remain silent and do not give vent to their feelings and emotions. This creates barrier in communication.
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4.4.16 Egoism, complacency, over-confidence, Dogmatism and the feeling of omniscience that one knows everything:
These barriers come from within an individual from out of the inner works of his mind and conflicting feelings. Such a person is difficult to deal with, because he will not listen to others.
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8. 9.
Cooperation, participation and involvement are essential to communication. Evaluation is necessary to improve communication.
A (Boss)
Fig.1 : Closed, one-way communication between the boss and his sub-ordinates 3. Give A the following diagram on a piece of paper. Let him not show it to his sub-ordinates. Ask A to explain verbally to his sub-ordinates the diagram such that they can reproduce it on paper as per his directions. 4. A should explain the diagram only verbally while the sub-ordinates must remain silent. No questions are allowed among each other or to the boss
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5. 6.
Stop this activity after 7-10 minutes and collect the drawings from the participants In the second round, have all four members sit in a circle facing inside. Allow interaction
among all members while A explains to B,C, and D the same diagram and ask them to reproduce it on their own paper (see Fig-3)
Fig-3- Open , two way communications between the boss and his sub-ordinates 7. A is allowed to explain the diagram in any way he deems fit, and to answer questions from sub-ordinates. A is not allowed to show the paper with the diagram to his sub-ordinates 8. Note the length of time in which the drawing is completed by all three and collect the drawings form the participants.
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9.
Discuss the difference in the two situations in terms of a. b. c. d. Quality of communication (compare the drawings) Speed of communication (compare the length of time) Satisfaction of members Any other factors
4.
Have you understand the meaning of the following i. ii. iii. His vertically was reduced to horizontality Ornithological specimens of identical plumage. habitually congregate together Hold an egg in the hollow of your Hand, make a perforation at the apex and a corresponding one at the base, apply your lips to the aperture and inhale forcefully with lips in O shape till the cell is discharged of its contents. 5. Distortion Exercise: Narayana Reddy is a owner of three Jewelery shops. on April 23 night at 12.50, three thieves entered the house and terrorize the inmates and taken away 33 tulas of gold, 650 grams of silver, 18250 Rupees. Among the thieves, two wore red shirts and blue pant and the rest of the thief wore yellow pant and white shirt and having sword in his hand. After communicating the message to the group ask them to write the same. Analyze how far the message is received as it is or distorted
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and respond to it, a powerful communication effort by the extension agent must be constantly exerted. The critical factors in extension communication are communication is limited by ones concept of the communication process, communication is a two-way process, one must have ideas before one can communicate with others, the system of symbols used to represent ideas, objects, must be relevant, accurate and skillfully used etc. Extension workers and farm advisers often find to their disappointment that farm people do not seems to show the desired response after a message has been communicated. They wonder what went wrong and where. There can always be something that can stand between you and the person with whom you are communicating, which prevents the easy and complete transfer of the information. This is the problem in communication. Some of the problems are, giving insufficient information, giving too much information, fail to listen, fail to see the other point of view, disorganized communication etc.
4.7 Keywords
Feedback Communication fidelity : : It is stimulus response interaction pattern Faithful performance of communication process by all its elements. Communicator, message, channel and receiver Problem : There is something that stand between you and person with whom you are communicating which interferes the complete transfer of information Positive feedback : This feedback show the communicator that his message was understood Negative feedback : This feedback show the communicator that his message was not understood. It does not imply disagreement just a lack of understanding Evaluation Empathy : : Measuring the effectiveness of the message Empathy is I feel how you feel
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Unit 5
Organizational Communication
Structure
5.0 Objectives 5.1 Introduction 5.2 Concept of Organization 5.3 Concept of Communication 5.4 Concept of Organizational Communication 5.5 Types of Communication in organization 5.6 Barriers to Organizational Communication 5.7 Types of Barriers 5.7.1 External Barriers 5.7.2 Organisational Barriers 5.7.3 Personal Barriers 5.8 7 Cs and 4Ss 5.9 Let us sum up 5.10 Key words 5.11 Further Readings 5.12 Answer/Hints to check your progress exercises
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5.0 Objectives
After going through this unit, the reader should.
Define organization, communication and organizational communication. Explain the types of communication in an organization. Explain the barriers of Communication in an organization.
5.1 Introduction
Communication is the most vital ingredient of an organization. In fact, an organization cannot be conceived of without communication. An organization is a group of persons constituted to achieve certain specific objectives. The achievement of these objectives largely depends upon a proper Coordination and integration of human effort in an organization. The people working in an organization are interrelated, their activities are also interrelated because all activities are performed only to achieve the organizational objectives. Co-ordination and integration of various human activities are possible only if there is an effective system of communication in the organization which provides for exchange of information and sharing of various ideas. The more effective the system of communication is, the better are the relations between the workers, and between workers and the management. Communication is the nervous system of an organization. It keeps the member of the organization informed about the internal and external happenings relevant to a task and of interest to the organization. It co-ordinates the efforts of the members towards achieving organizational objectives. It is the process of influencing the action of a person or a group. It is a process of meaningful interaction among human beings to initiate, execute, accomplish, or prevent certain actions. Communication is, thus, the life blood of an organization. Without communication, an organization is lifeless and its very existence is in danger.
5.2
Concept of organization
Organization is the backbone of management. Without efficient organization, no management
can perform its functions smoothly. Hence let us define what an organizations is According to Allen, organization may be defined as the process of identifying and grouping the work to be performed, defining and delegating responsibility and authority and establishing relationship for the purpose of enabling people to work most effectively together in accomplishing objectives.
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According to Harold Koontz and o Donnell organizing involves the grouping of activities necessary to accomplish goals and plans, the assignment of these activities to appropriate departments and the provision for authority delegation and co-ordination.
According to Prof. Haiman. organization is a process of defining and grouping the activities of the enterprise and establishing the authority relationship among them.
According to Mooney and Reiply organization is the form of every human association for the attainment of a common purpose
In the words of chester Barnard A system of co-operative activities of two or more persons is called organization.
Case Study
Communication Illustrated: Rams Half Hour
The role of communication in organized activities is perhaps best illustrated by a real situation. By design, our case study is both detailed and cogent. It is detailed because it is made up of illustrations of the case study specific communications events which occur in business. It is scant because at best it covers only a sample of the almost infinite number of events.
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For this review we could select any organization as communication is vital to every conceivable type of organization. Our choice is The Jean Company, manufacturer of a line of Denim garments. The Jean Company is moderately large, with scores of departments and hundreds of workers doing a thousand and one tasks. It employs teams of sales force who sell the garments to wholesalers all over the country. Like most companies in its field The Jean works to help move its products from wholesaler to retailer and from retailer to the final consumer. And it works to keep the consumer happy with the purchase. The Jean Company is indeed generic. Our review begins with the workday of Ram, a clerk in Jeans order department. Rams communication activities begin each day the moment he awakens. But for our purposes we shall pick up Rams activities as he goes to work in a chartered bus with three of his co-workers. Of course, Ram and the members of his chartered bus communicate as they travel. Obviously, communication has a social use, and going to work is a form of social occasion for Ram and his friends. Most of their talk is about trivial matters. They talk primarily to entertain and to while away the time. There is a joke or two, some comments on politics, a few words about a coming cricket game, and some raves about the new receptionist. Such talk, of course, is of little direct concern to The Jean except perhaps as it affects the general happiness and welfare of the companys workers. In time, the conversation drifts to subjects more pertinent to The Jean and its operations. Someone mentions a rumour about a proposed change in the promotion policy. Then Ram and the others bring in their own collection of rumours, facts, and opinions on the subject. And, in the process they form opinions and work up emotions concerning the Company and its policies. This communication activity has little to do with manufacturing garments, nor is it related to Rams duties at The Jean. But it has affected Rams outlook, and he just might not put out much work for The Jean that day or any other day. He might not trust The Jean quite so much the next time the union contract problem comes up. When the four reach the plant, the gate guard receives the message communicated by the sticker on the windshield of the bus and waves the bus through. As Ram enters his work area, he files past the time clock, punches his card and thereby communicates to the payroll department a record of his attendance. As Ram enters his work area, he engages in more social communication. He exchanges good mornings with each of his colleagues, and he makes small talk with two of them as they wait for the Company siren to communicate the message that it is time for work to commence. Although this
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small talk with associates has little to do with manufacturing garments, it helps to create a happy and friendly attitude among Ram and his co-workers. And such an attitude can be conducive to productivity. When the 9 o clock siren blows, Ram begins his work as order clerk. The morning mail, already delivered to his desk, produces first an order from one of Jeans salespeople in the field. Using the computer terminal at his workstation, Ram enters the pertinent information: quantities, types, slaesperson credited, sales area, purchaser identification, and so on. As part of the Companys database, this information will become a part of a number of reports designed to serve the information needs of Jeans employees. Shipping department workers will get the information they need to fill the order. The sales managers will receive summary reports of the activities of their salespeople. Production planners will receive the inventory and product demand information they need to work out production schedules. And the top executives will get the overall activity reports which give them the performance information they need in guiding Jenas course. Among those in the shipping department who will receive the order information is sharmila, the department secretary; one of Ms. Sharmilas duties is to send the shipping details to the customers in individually adapted acknowledgement letters. The Jean company uses individually adapted letters rather than a routine form of acknowledgment because the firm recognizes the good will building effect of making every communication contact as favourable as possible. Obviously, individually composed letters are extensive; so, Ms. Sharmila cheats a little by selecting from a half dozen basic form letters stored in the memory of her word processor. Of course, the word processor will reproduce the letter and Ms. Sharmila gives it some personal touches adapting it to the one customer. Contents of the next envelope Ram opens are not so positive as the first. This one is a note from a Jean salesperson in the field who reports on a difficulty a customer is having with a T-shirt. Using his computer terminal, Ram feeds the pertinent facts into the Companys database. There it will become a part of summary reports which may be useful to production control and product design. Then, Ram forwards this message through interplant mail to the customer services department. Here Jeans individualized attention will be given to the problem, for Jean knows that it is good business to keep its customers satisfied. Probably someone in customer services will communicate with some of Jean technical personnel in an effort to find the cause of the difficulty. Then they will pass on their findings to the salesperson in the field, who will personally visit the customer to discuss the matter with him. Occasionally, such problems cannot be so easily solved. When a garment is defective, for example, customer services will make a fair and speedy adjustment. Or, if the defect occurs frequently enough, a full-scale investigation may be undertaken. Possibly one or more of the companys technical specialists will be assigned to the problem, and they will spend days or weeks or even longer periods 71
searching for an answer to the problem. When they find the answer, they will communicate this information through some form of a written report. As Ram opens the third envelope, he recognizes the familiar off-colour brown of industrial relations stationery. Inside he finds a printed memorandum with an instruction sheet attached. This memorandum, signed by the personnel manager, explains the new promotion plan Ram and his friends had been discussing on the way to work. The instructions tell Ram to post the memorandum on the department bulletin board. As Ram posts the memorandum, he reads the Companys explanation. There is much in it that he had not considered before, and some of the facts his friends had used in their arguments are strongly refuted. Ram is now somewhat confused, but he begins to feel that the company may have a point or two. On the way back to his desk, Ram passes the office of Sheela. Last week, sheela was promoted to chief order clerk- a job Ram had wanted Ram observes sheela sitting at her large desk. He sees sheelas name printed on the door, and he observes the carpeting on the floor. These objects clearly communicate to Ram a message of Sheelas success. Sheela is busily working and does not see Ram go by. That stupid, puzzled look on her face shows she doesnt know what shes doing, Ram thinks. She sits at her desk so high and mighty. Sheela certainly communicates a lot to Ram, and without saying a word. Ram passes the water cooler where Jamshed and another worker are standing. Ram does not care much for Jamshed. In fact, he has had a few tiffs with the man since Jamshed joined the Jean three weeks ago. Ram cannot understand exactly what went wrong. At the beginning Jamshed appeared to be a pleasant enough fellow. As Ram passes the cooler he waves his hand slightly in a feeble gesture of recognition. Jamshed responds half-heartedly with a nod of the head: these sample gestures clearly communicate how these men feel about each other. Rams thoughts now are even more hostile; he wonders how long it is going to take Gopal, his department head, to notice how much time Jamshed spends at the water cooler, toilet, and at canteen. Yesterday, Ram saw Jamshed getting ready to go home for the day a full ten mintures before closing time. As Ram sees it, Gopal must like Jamshed. The two talk toghether allot and Gopal has accepted a number of Jamsheds suggestions. But Gopal always has had his favourites, Ram thinks. Ram returns to his desk; but before he can resume his work, Gopal walks up. Have you given any more thought to that reporting procedure change we talked about yesterday? Gopal asks. Gopal is referring to a change he has had in mind for quite a few years. Last week he asked jamshed to do some research on the possibilities of the procedure. It was then that Jamshed talked to Ram 72
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about the plan, and it was then that the two had another one of their quarrels. Gopals words bring Rams temper to a slow boil. Gopal certainly is sold on that asinine idea of Jamsheds, he thinks to himself. Sure, it will save time now, but it wont give us much information. But you cant fight the boss. Ram forces a smile which belies his inward feeling as he responds, Yes, I have, Mr. Gopal. It is a great idea. We should put it into effect right away. A few minutes later as Gopal walks away, Ram glances at his watch. It is 9:30 half an hour of a general day. Reviewing Rams activities, We find that most of what he does involves communication in one way or another. Some of the forms of communication are easily recognized, such is speaking, listening, reading and writing. But some are more subtle. Primarily, these are the non-verbal types. One form is body motions. Another is the communication message made by how far or close people stand when communicating. Then there are the communications we make through facial expressions. As we noted above, even objects like desks and carpeting communicate; and so can people, just by being seen. communicate. Clearly, Ram communicated more than first meets the eye. From the moment he left home up to the moment he looked at his watch, Ram was giving, receiving, or handling information. Nothing that he did directly involved making jeans, which, of course, is the Jean Companys main reason for being. Yet there is no question of the importance of his activities to the Jeans operations. Obviously, Rams work assignment more directly involves communication that do many other assignments at the Jean. But there are many other communication-oriented assignments in the company; and every Jean employees workday is spotted, in varying degrees, with communication in one form or another. If we were to trace the workdays of each jean employee and combine our findings, we would come up with an infinitely complex picture of the communication that goes on at the Jean. We would see that communicating truly plays a major role in the Jeans operations. Infact, it is impossible for people knowingly in the presence of each other not to
who communicates to whom, or what kinds of relationships communication develops. Thus, Communication may be grouped on the following basis.
A)
1.
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B)
Vertical Communication: Upward and downward flow of messages constitutes vertical communication.
1. Downward Communications: Communications which flow from the superiors to subordinates are known as downward Communications. They include orders, rules instructions and policy directives etc. Their nature is directive. It would be impossible to manage an enterprise without downward Communications. 2. Upward Communications: Upward Communications are just reverse of the downward Communications. It flows from the sub-ordinates to their superiors. Such communications include reactions and suggestions from workers, their grievance etc. Contents of the upward Communication are reports, reactions, suggestions, statements and proposals prepared for the submission to the boss etc. Upward Communication is considered to be a main source of motivation in employees.
3.
Lateral / Horizontal Communication: This type of communication refers to communication between various departments or units representing the same level, or people within the same or different departments, without having a superior sub-ordinate relationship viz., peer groups, friends and trainees. It flows between persons at the same hierarchical level. The main object of this type of communication is to co-ordinate the efforts of different departments performing different but related activities. Such communications may be oral or written.
4.
Diagonal Communication: In an organization, communication does not necessarily traverse along a stipulated path. While vertical and lateral forms for transmission of messages are important, there is yet another mode to be taken cognizance of, that is, the diagonal. In this
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type of communications, there is no direct path chalked out for information to travel. It could, at certain stages, take on the upward path, then a lateral direction and finally, move downward, or it could even skip certain stages. This channel proves to be very affective as hierarchical bindings are done away with and communication flows irrespective of position or status. It also helps in building relationships and binding ties between the superior and the subordinate.
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(a)
Semantic Barriers
These barriers are obstructions caused in the process of receiving or understanding a message
during the process of encoding or decoding it into words and ideas. The linguistic capacity of the two parties may have some limitations, or the symbols used may be ambiguous. Symbols may have several meanings and, unless the context is known to the receiver, he is likely to take the meaning of the symbol according to his preconceived notion and misunderstand the communication. For this purpose, a meaningful distinction should be made between inferences and facts. Inferences are meaning taken out of the context of the communication and at times cannot be avoided in communication process. Since inferences can give a wrong signal, one should be aware of them and analyze them carefully. In case of any doubt, more feed back may be sought. Symbols may be classified as language, picture, or action.
(i) Language :
In written or verbal communication, words used are important. A word used in the communication may have several meanings. In a face-to-face communication, it is easy to seek clarification of words used, if any doubt is encountered. In case of doubt feedback is required. Many words which we use informally may be taken literally in other contexts, non-friendly situations, or in written communication. Thus, effective communication is idea-centred rather than word-centred. The communication may be decoded correctly by the receiver only if the context is known to him; otherwise, it may be incorrectly interpreted. Without context, language is just like an eyesore that irritates our senses and interferes with our perceptions. Sometimes, lack of clarity and precision in a message makes it difficult to understand. Poorly chosen and incorrect words and phrases, careless omissions, lack of coherence, bad organization of ideas, awkward sentence structure, inadequate vocabulary, platitudes, numbing repetitions etc. are some of the faults found in many cases of poor communication. Communication with technical personnel and special groups may pose another type of language problem. Such persons or groups use technical words in their messages. It creates hindrance in communication with persons not in their speciality, area because of the receivers ignorance of this type of jargon.
(ii) Picture
Picture is another type of symbol. Pictures are visual aids worth-thousands of words. An organization makes extensive use of pictures like blueprints, charts, maps, graphs, films, three-
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dimensional models, and other similar devices. A viewer may come to understand the whole story when he sees them. Sometimes, a picture creates confusion in the mind of the observer: it may be ambiguous if it is not supplemented by words or actions.
(iii) Action
Action is another type of symbol. We communicate by both by action or by lack of it. To do or not to do, both have a meaning for the receiver. For example, if a subordinate does a good job, patting and non-patting on his back by the superior, both have a meaning. Patting may inspire him to do a better job again, and non-patting may make him disappointed. In this sense, we communicate all the times on the job whether we intend to do so or not. Action or non-action may influence the perception of the receiver. Action speaks louder than words: if a person says something and does another, there is a credibility gap. The bigger the gap, the less seriously people take him, and he will lose the confidence of his subordinates. They will not take seriously what he says. Body language is a type of action in which a message is communicated through the movement of the whole body or a part of it. Mostly face and hands are used in body language. Examples are eye contact, eye movement, smiles and frowns, touching a furrowed brow, closeness, lip movement, breathing rate etc. These different types of symbols are used in communication. If these are interpreted incorrectly, the communication may not carry the sense intended by the source but something altogether different.
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and begets a sense of futility in the sender. This barrier can be remedied by empathy and nonevaluative listening.
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(vi) Inattention
The preoccupied mind of the receiver and the resultant non-listening is one of the major chronic psychological barriers. It is a common phenomenon that people simply fail to react to bulletins, notices, minutes, and reports.
i. Organisation policy
The general organizational policy regarding communication provides overall guidelines in this matter. This policy might be in the form of a written document, or it has to be inferred from organizational practice, particularly at the top level. If the policy creates hindrance in the free flow of communication in different directions, communication would not be smooth and effective.
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difference in hierarchical positions in terms of their status, the greater would be the worry of middle managers about what their senior bosses might think; this leads to their paying little attention to the needs and demands of their subordinates. The subordinates are reluctant to communicate, or the managers in the middle of hierarchy may be reluctant to pass on their juniors communication to the next higher executive, which their bosses do not like or which may have a negative effect on their own relationships. Dislike, distrust, dissatisfaction with job and work environment are other reasons for reluctance to tell anything to their bosses. Such obstruction may be overcome by creating an atmosphere of trust and confidence in the organization.
v. Organisational Facilities
Certain organizations provide certain facilities for smooth, adequate, clear, and timely flow of communication such as meetings, conferences, complaint or suggestion boxes, open door system etc. If these facilities are not properly emphasized, people generally fail to communicate effectively.
1. Barriers in Superiors
Superiors play an important role in communication. Because of their hierarchical position, they act as barriers in a number of ways as follows:
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favour. In some cases the superior quotes his subordinate incorrectly or may say something against him before his boss just to spoil his career, or his chance of promotion, or his image in the eyes of the boss.
(ii)
Lack of proper incentive: Lack of incentives to communicate also prevents the subordinates from communicating upward. They are punished when they are wrong but may not be rewarded when they work marvelously well and offer a novel suggestion The superiors assume that better performance on the part of subordinates is their duty towards
the organization or it is in their own interest. The rewards and punishment system and the attitude of the superiors towards their subordinates are responsible for this agony. If a novel suggestion by a subordinate does not evoke any interest in the superior he would not convey it.
5.8 7 Cs and 4 Ss
In any business environment, adherence to the 7 Cs and the 4 Ss helps the sender in transmitting his message with ease and accuracy. Let us first take a look at the 7 Cs: Credibility. If the sender can establish his credibility, the receiver has no problems in accepting his statement. Establishing credibility is not the outcome of a one-shot statement. It is a long-drawn out process in which the receiver through constant interaction with the sender understands his credible nature and is willing to accept his statements as being truthful and honest. Courtesy. Once the credibility of the sender has been established, attempts should be made at being courteous in expression. In the business world, almost everything starts with and ends in courtesy. Much can be accomplished if tact, diplomacy and appreciation of people are woven in the message. Clarity. Absolute clarity of ideas adds much to the meaning of the message. The first stage is clarity in the mind of the sender. The next stage is the transmission of the message in a manner which makes it simple for the receiver comprehend. As far as possible, simple language and easy sentence constructions, which are not difficult for the receiver to grasp, should be used. Correctness: At the time of encoding, the sender should ensure that his knowledge of the receiver is comprehensive. The level of knowledge, educational background and status of the decoder help the encoder in formulating his message. In case there is any discrepancy between the usage and comprehension of terms, miscommunication can arise. If the sender decides to back up his communication with facts and figures, there should be accuracy in stating the same. A situation in which the listener is forced to check the presented facts and figures should not arise. Finally, the usage of terms should be nondiscriminatory, e.g. the
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general concept is that women should be addressed for their physical appearance whereas men for their mental abilities. This, however, is a stereotype and the time of addressing for praising members of both the sexes, the attributes assigned should be the same. Similarly for occupational references. In the business world almost all professions are treated with respect. Addressing one individual for competence in his profession but neglecting the other on this score because of a so-called inferior profession alienates the listener from the sender. Consistency. The approach to communication should, as far as possible, be consistent. There should not be too many ups and downs that might lead to confusion in the mind of the receiver. If a certain stand has been taken, it should be observed without there being situations in which the sender desires to bring about a change in his understanding of the situation, he should ensure that the shift is gradual and not hard for the receiver to comprehend. Concreteness. Concrete and specific expressions are to be preferred in favour of vague and abstract expressions. In continuation of the point on correctness, the facts and figures presented should be specific. Abstractions or abstract statements can cloud the mind of the sender. Instead of stating. There has been a tremendous escalation in the sales figure. Suppose the sender made the following statement: There has been an escalation in the sales figures by almost 50% as compared to last year The receiver is more apt to listen and comprehend the details. Conciseness. The message to be communicated should be as brief and concise as possible. Weighty language definitely sounds impressive but people would be suitably impressed into doing precisely nothing. As far as possible, only simple and brief statements should be made. Excessive information can also sway the receiver into either a wrong direction or into inaction. Quantum of information should be just right, neither too much nor too little, e.g.
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EXHIBIT 4.
Cs Credibility Courtesy Clarity Correctness Consistency Concreteness Conciseness
7 Cs
Relevance Builds trust Improves relationships Makes comprehension easier Builds confidence Introduces stability Reinforces confidence Saves time
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4.
Sincerity. A sincere approach to an issue is clearly evident to the receiver. If the sender is genuine, it will be reflected in the manner in which he communicates. Suppose there is a small element of deceit involved in the interaction or on the part of the sender. If the receiver is keen and observant, he would be able to sense the make-believe situation and, business transactions, even if going full swing, would not materialize.
EXHIBIT 5.
Ss Shortness Simplicity Strength Sincerity
4 Ss
Relevance Economizes Impresses Convinces Appeals
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B. True or False
1. 2. 3. 4. Feedback must always be carefully interpreted. Communication is the exchange of ideas. Input is another word for channel. The vertical channel of communication is used much more frequently in most organizations than the horizontal channel. 5. 6. The channels of communication are vertical, horizontal and diagonal. Informal communication is also known as grapevine communication.
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Communication in an organization carries innumerable kinds of messages, which may be difficult to map out, but it may be possible to classify communications in regard to how to transmit or who communicates to whom, or what kinds of relationships communication develops. Thus communication may be grouped on the following basis. 1. On the basis of Direction of communication i) Vertical Communication a) Downward communication b). Upward communication. ii) Horizontal or lateral communication iii) Diagonal communication 2. On the basis of way of expression and body language. a) Oral communication b) Written communication c) Non-verbal communication 3. On the basis of organizational structure a) Formal Communication b) Informal Communication There is always something, which prevents reaching the message to the audience. This is barrier in communication. The types of barriers are; External barriers, Emotional barriers, organizational barriers and personal barriers. In any business environment, adherence to the 7 cs and 4ss helps the sender in transmitting his message with ease and accuracy.
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Credibility Courtesy
It is the trustworthiness and competency It is the manner in which it is stated brings about a difference in approach.
Semantics
Upward
a. Communications which are just reverse of the downward communication. Eg. Reports, reactions, suggestions etc. b. 3. a. b. Non-directive Formal communications Communication which are associated with the formal organization structure Travel through the formal channels
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Informal communications
a. Communications are not planned or deliberately created channel of communication. It is free from all formalities
4.
Grapevine communication
The informal channel of communication is alos known as Grapevine. It is the result not of
any official action, but of the operation of social forces at work-place . The term grapevine arose during the days of U.s. Civil War. At that time, intelligence telephone lines were strung loosely from tree to tree in the manner of a grapevine, and the message thereon was often distorted ; hence any rumour was said to be from the grapevine. Today the term applies to all informal communication. While formal communication exists to meet the utilitarian needs of the organization, informal communication is the method by which people carry on social, non-programmed activities within the formal boundaries of the system. It, thus, exists outside the official network. Though continuously interacting with it . this informal channel is generally multiple in nature; same person having social relationships with a number of people working in the same organization. Many authors on this subject opine that the communication through informal channel generally performs a positive service to the organization. It operates with much greater speed. Moreover there might be certain subject matter of communication which do not require their transmission through the formal channel. This channel also satisfies the communication needs of the various persons in the organization, more particularly those persons who freely mix up with others and rely upon informal relationships. Informal communication is thus a need fulfillment device generated when it is found that the existing formal communication is inadequated or insufficient. The requirement of speedier communication creates conditions for informal communication which is supplemental to the formal one. Chester Bernard opines that communication function of the executives includes the maintenance of informal executive organization as an essential means of communication. The functions of informal executive organization as the communication of intangible facts, suggestions, suspicions that cannot pass through formal channels without raising issues calling for decisions without dissipating dignity and objective authoritity. Informal or grapevine communication has certain basic limitations also. It is less orderly and less static. Sometimes messages communicated through the channel are so erratic that any action based on these may lead to difficult situation in the organization. In this case, the irresponsibility of the persons communicating through the informal channel is the most important factor. Since origin and direction of the flow of information is hard to pinpoint, it is difficult to assign responsibility for false information or morale lowering rumours. Moreover, as each person conveying the message may
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add, subtract or change the original message according to his motive, informal communication problems multiply. There is a change that by the time a communication complex journey it may be completely distorted. The informal communication is a part and parcel of the organizational process. The only thing management can do in this respect is to take suitable action to minimize the adverse effect of this channel. Management must be aware, through the understanding of the informal communication, the utility and the positive contributions to the operation of the organization that the informal communication can make. As such, proper analysis of informal communication and suitable clarification in this respect will be helpful in making its use towards organizational efficientcy.
Types of Grapevine
Four types of informal communication channels have been identified so far : single strand, gossip, probability and cluster. In single standard network. The individual communicates with other individuals through intervening persons. In the gossip network, the individual communicates non-selectively. In probability network, the individual communicates randomly with other individuals according to the law of probability. In the cluster network the individual communicates with only those individuals whom he trusts. Out of these informal networks, the cluster is most popular.
iv. Systematic study of meanings of the words v. Attitude of superior v. Lack of confidence.
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Unit 6
Structure
6.0 Objectives 6.1 Introduction 6.2 Interpersonal communication skills 6.2.1 6.2.2 6.2.3 6.2.4 6.2.5 6.2.6 6.2.7 6.2.8 6.2.9 6.2.10 6.2.11 6.2.12 Communication is two-way Listen to learn-learn to listen Concentrate. Effective listening. Empathy Self-awareness. The communication model. Verbal and non-verbal communication Memory Encouraging people to like you Handling people Making an impression on others
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6.3 Consequences of poor interpersonal communication skills 6.4 Let us sum up 6.5 Key words 6.6 Further Readings 6.7 Answer / hints to cheek your progress exercises
6.0 Objectives
After studying this unit, the reader should
Explain the guidelines for handling people State the critical points in making a good impression on thers. Be able to understand interpersonal communication skills. Be able to know the practical tips to encourage people to like you
6.1 Introduction
A spoken word flies, you wont catch it. A Russian proverb. I will pay more for the ability to deal with people than for any other ability under the sun. John Rockefeller. Trust is the single most important factor in both personal and professional relationships Interpersonal communication skills are much more important than technical skills if you want to become a senior manager. Good communication is a very important aspect of interpersonal relationships. Listening is one part of communication which sounds fine in theory but is rare to find in practice. Empathy will help you to understand people and respond to their needs more effectively. Understanding the basic communication model should help to improve your communication skills. Experts maintain that, as much as 65 per cent of the message communicated is non-verbal or body language. There are some practical tips you can apply to help people to like you more. Similarly, an extension worker fails to achieve results in the absence of interpersonal communication skills though he may be endowed with the best of the technology or even the best of the strategies . The ability to get along with others is immensely helpful for getting success in almost
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all walks of life. Whether one acts in role of extension worker, farmer, Village Developmental Officer, Scientist, Research worker, the manner in which we interact with people would determine very largely if life remains buoyant or miserable. Research reveals that there is a positive correlation between good relationship and productivity, profit. Success of an extension worker will largely depends upon an effective communication which in turns depends upon the interpersonal communication skills such as empathy, listening, positive attitudes, perception, presentation skills, written communication skills, courtesy, manners, a sense of humour, etc.
Communication is the art of sharing ideas, information, instruction or feelings. The basic ingredients of good communication are clear thinking, clear speaking and clear writing. We spend about 75 per cent of our waking hours in some form of communication such as talking, listening, reading and writing. There are 1 million words in the English language (about 200,000 of them are technical). The average person has a recognition vocabulary of 10,000 wards and a conversation vocabulary of 2000 words. However, in everyday usage most people manage on a vocabulary of as little as 300 words. In everyday conversation therefore, you should choose words that are most frequently used and understood. It is also wise to keep sentences short and to the point. Avoid jargon and in-company phrases, particularly when dealing with outsiders such as suppliers and customers.
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6.2.3 Concentrate
Experts in communication estimate that only about one-quarter of all listeners are able to understand the main idea when listening to a speaker. If you find your mind wandering when listening to somebody, you must get back into focus. You can use the spare capacity productively. It makes good sense to summarize in your own mind the key concepts and ideas the speaker is trying to convey. If you are unsure about the message, be brave and repeat it back to the speakers satisfaction. This is called feedback and ensures that two-way communication has taken place. Remember, communication does not take place until it is understood. Speaking quickly and indistinctly may also prove a barrier to communication. You are now beginning to realize that communication is not as easy as it seems. We talk, listen, read and write each day but we dont give it much thought. However, we must continually work at each of them if we are to become skilled in that most underrated art, communication. Ask questions. Ask, dont tell. Use open-ended questions. Questions beginning with who? What? Where When? How and why? In dealing with enquiries we need to elicit information in order to identify and solve the problem. So use this questioning technique.
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Wishful thinking: Most people only hear what they like to hear. This phenomenon is known as wishful thinking. Attention: Dont permit your thoughts to stray or your attention to wander. Semantics: This is the science, which deals with the development of the meaning of words. Do not put an interpretation on words and phrases other than that intended by the speaker. Talk person to person: Dont be too formal. Be sincere and sympathetic in your manner. Build trust. Never breach confidence. Make the other person feel welcome and important. Use little courtesies such as Good morning, please thank you, and so on. Attitude: Develop a positive attitude to others. Dont close your mind to other peoples opinions and viewpoints. There are enough know alls in the world. Show respect for their opinions. Dont consider yourself too good to learn from others. Pride is one of the seven deadly sins. Listen, you may learn something. Get the facts: Dont prejudge a person or situation. Many people stereotype others by their nationality, colour, race, religion or appearance. Listen, understand and then judge. Dont jump to exclusions. Excessive talking: How many of us are infatuated with the sound of our own voice? We cannot listen and talk at the same time. Comment on what the speaker is saying without interrupting the flow. Occasionally paraphrase what you hear. This provides vital feedback and ensures that the message is being received and understood.
6.2.5 Empathy
Sensitivity is probably the most important factor in successful communication. Sensitivity in a nutshell is the ability to see things from the other persons point of view. Empathy, which means listening with understanding, is the modern expression for the same idea. People have feelings, opinions, fears and prejudices. Empathize with them and show concern and respect. appreciated and made to feel important. People like to be
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skills, then you must eliminate them from your behaviour. Before you develop the ability to cope with others, you must first have the ability to live with yourself. Keep your emotions under control. Be cool, calm and collected. Never lose your temper with others. Remember, the best way to win an argument is to avoid it and the best way to cook your goose is with a boiling temper. There is an old Chinese proverb: Man with sour face should not open shop. Yet how many times do we go into shops to be met by unsmiling, uncaring and disinterested faces? It does not cost anything to smile. A smile says, I like you, I am glad you are here. When you meet people, do you smile?. Develop a sense of humor. Dont take yourself or life too seriously. Learn to laugh at yourself. However, dont laugh at others and avoid sarcasm at all costs. Are you responsive to others? Listen and accept the feelings content as well as the word content of the message. Listen and question for facts, feelings and opinions so that you have a total understanding of the message. Be positive. Tell the person how you propose to solve the problem and the action you will take with a specific comeback date.
Sender
First the sender conceives an idea which must be translated into words. The effectiveness with which the sender conveys the message will depend on choice and appropriateness of words, vocabulary, tone and gestures. All these factors help to project the message with precision and clarity. The message may be distorted, ignored or misunderstood, if any of these is mishandled by the sender.
Message
The message consists of words and non-verbal cues, what are words? Words are symbols which represent concrete objects and concepts. It is important to remember that words can create understanding and inspire people to great deeds or they can create misunderstanding, distrust, amnoyance and bad feeling. So pick your words with care and discretion. Words are not necessarily the precision tools of description that they are made out to be.
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For example:
Words mean different things in different contexts. In the context of a training programme, course means curriculum, but in the context of a horse or a greyhound race it means route. Therefore meaning of words lies in the people and not in the words Words mean different things in different cultures. Words mean different things to different people. A bull to a farmer means livestock. On the other hand, to a stockbroker, it means a person who buys shares.
Receiver
The third ingredient in the communication model is the receiver. The involvement of the receiver can be considered in three ways. Firstly, the receiver recognizes what the speaker is saying and tunes in. Secondly, the receiver interprets the meaning of what is being said by mentally summarizing and reorganizing the idea. Thirdly, the receiver understands the message, which has been assimilated, associates and consolidates with existing knowledge and only then responds to what has been said. You can now see just how complicated communication is. Mishaps can occur at any stage and interfere with the message. This is the communication cycle.
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Upward glance: Watch peoples eyes. The eyes are the mirror to the soul. The sky ward glance may mean I have heard that one before. Eye contact is essential for good communication.
6.2.9 Memory
The average person has a poorly trained memory. Both the long-term and short-term memories are important factors in communication. Research has shown that we forget 50 per cent of what we read immediately unless we review. We forget 80 per cent of what we hear within 24 hours. We forget 90 per cent within 48 hours. Dont rely on your over worked memory that we tend to remember what we like and forget what we dislike
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Remember to smile. A smile is like a piece of sunshine. Youll be surprised at the friendly way people will react. Smiling facilitates positive thinking by giving you a psychological lift. You cant smile and entertain negative thoughts at the same time. Develop a cheerful disposition. Name: People like to hear the sound of their own names. One of the best ways of creating goodwill is to remember names and use them. To remember names, relate them to the persons features and repeat the name frequently during the conversation. Manners: Good manners are a sign of good breeding. Manners help make living pleasant. Like smiling, good manners cost nothing but reap many benefits. Learning is a lifelong continuous process: Seek out opportunities for self-development, not only in your work life but also in your personal life. Action cures fear. Dont procrastinate. Undertake that educational programme now-whether formal, such as certificate, diploma or degree programme, or informal, such as challenging recreational pursuits. It will make you a more interesting person. Practice: Practice the previous advice. Its like driving a car, if you practice these, they will become automatic confident responses. Bernard Shaw once remarked: If you teach a man anything, he will never learn. Learning is an active process. We learn by doing. Only knowledge that is used sticks in your mind. Some experts maintain that the ability to handle people is three times more important than technical expertise in determining the suitability of people for senior managerial positions. So all the technical knowledge (or job knowledge) in the world is of relatively little use if you aspire to senior management, without the social skills to handle people.
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Respect: Show respect for the other persons feelings and opinions. Tact and diplomacy are the watchwords here. Never say directly, or suggest to a person, You re wrong. You could say you may be right, but lets look at the facts. Nobody likes being told directly that theyre wrong especially in front of a third party. Lord Chesterfield said to his son: be wiser than other people, if you can; but do not tell them so. You may praise but never criticize in front of others. If you use diplomacy and tact, they may admit to themselves that they are wrong. But never, if you crudely try to ram the fact down their throats. Empathize: See things from the other persons point of view. How would you feel if you were in their shoes? That is what empathy means. Think ahead and try and anticipate reactions. Henry Ford said: If there is any one secret of success it lies in the ability to get the other persons point of view and see things from his angle as well as from your own. Simple: Speak in simple language. Remember the KISS technique-Keep It Short and Simple. Avoid jargon or technical terms. Dont try to impress others by using big words. Always use the simple work in preference to the long work. Keep your sentences short. Big words and long-winded sentences amount to woolly thinking, confusing others as well as yourself. Praise: Most people are very reluctant to praise others, even when it is due. We spend most of our time knocking others. Treat people as winners and they will live up to your expectations. A sincere compliment for work well done is a boost to morale and an incentive for sustained excellence in the future. You can always catch more bees with honey than you can with vinegar. However, insincerity is counterproductive. If you criticize for whatever reason, always soften the criticism with praise first. Criticize the act not the person. Appeal to senses: Dramatize your ideas and involve the other person. Appeal to as many of the senses as possible hearing, sight, taste, smell and touch. When making a presentation to a group use visuals-a picture speaks a thousand words. Remember the old proverb: I hear, I forget; I see, I remember; I do, I understand. Synchronize with your listener: Watch for body language and non-verbal communication. Try and synchronize your words with the speed of receptivity of the listener (you can gauge this from the actions and expressions of the listener). Mirror your body language to that of the other person. Sell: Make the other person feel the idea is theirs. This is the best way to implement your ideas. Use the open-ended questioning technique to obtain viewpoints. Concentrate and develop those on which there is common ground and agreement. Show whats in it for them. Most people are motivated by self-interest.
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6.2.12 Making an impression on others The critical points about making an impression on other people are
Posture Look, listen and learn Expression Appearance Speech Eagerness to help Posture: Your posture can indicate clearly whether or not you are going to be friendly and helpful. Indifference, nerves, restlessness and lack of confidence can all be indicated by posture. Look, listen and learn: For the total message listen for the words and observe the accompanying body language. Pay attention to what they say and show that you are really interested in them. People prefer to talk about themselves, rather than listen to you. Dont interrupt the speaker or change the subject or you will show lack of interest and may create resentment. Expression: Most people look at your face, and particularly your eyes, at some point during your conversation. Shakespeare said that the eyes are a mirror of the soul. Remember, your face and eyes reveal your feelings. They show the other person not only how you yourself feel tired, interested, uninterested but also how you feel about the other person. Its polite and a sign of attentiveness to look at the person who is talking to you (but avoid staring). Looking at a person also gives you an opportunity to notice their expression. Use your mouth. A smile, especially when greeting someone, can be the biggest icebreaker of all. Your mouth can show friendliness as easily as it reveals boredom and hostility. Appearance: When somebody comes up to you, both you and your work area are on view. Do you give the impression that you are friendly, neat, well-groomed, smart and organized? Remember, if you look untidy, your work may be untidy too. People act on impressions. Make sure that you are neatly turned out and look after your appearance and personal hygiene. Speech: Your first words create an impression, which colour the other persons reply. If they are friendly and positive, they invite a smile and a thank you from the other person. Nothing is more annoying than unhelpful, negative remarks. Remember to use the persons name. There is nothing
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sweeter to a persons ear than the sound of their own name. Use the name frequently during the conversation. Link some outstanding feature with the persons name to remember it better. To be heard and understood, you need to speak clearly and look at the person as you speak. Do not use bad language or slang in conversation. If you use bad language you will let yourself down and people will judge you by the way you speak. Eagerness to help: Adopt a positive attitude and helpful manner in your dealings with people. Show in a positive way that your are enthusiastic, eager and willing to help solve problems. If you want to make friends you must be seen to be obliging, unselfish and thoughtful.
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6.5 Keywords
Listening It is a combination of hearing, understanding and remembering Wishful thinking Semantics Attitude Empathy Sensitivity It is hearing what they like to hear Development of the meaning of words Emotional reactions usually expressed as feelings I feel how you feel It is ability to see things from the other persons point of view Words Non-verbal communication Symbols which represent concrete objects and concepts All human communication that is neither spoken nor written is called non-verbal Memory It is the function of the mind by which it records, retains and produces ideas Positive thinking Negative thinking Tact Getting rid of all your negative thought patterns Negative thought patterns It is the ability to make a point without alienating the other person Posture It is the way a person stands, sits or moves about
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Shiv Khera, 2002, You can win, winners dont do different things they do things differently, MacMillan, New Delhi Wiseman Gordon & Barker and Larry, 1974, Speech Interpersonal communication, Chandler Publishing Company
Importance of smile : A smile costs nothing, but it creates much It enriches those who receive it without impoverishing those who give it. It happens in a flash, and the memory of it may last forever. None are so rich that they can get along without it, and
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None so poor that they cannot be richer for its benefits. It creates happiness in the home, fosters goodwill in a business, and is the countersign of friends. It is rest to the weary, day light to the discouraged, sunshine to the sad, and natures best antidote for trouble. Yet it cannot be begged, bought, borrowed, or stolen, for it is something that is worth nothing to anyone until it is given away. In the course of the day, some of your acquaintances may be too tired to give you a smile. Give them one of yours. Nobody needs a smile so much as those who have none left to give. Cheerfulness flows from goodness. A smile can be fake or genuine. The key is to have a genuine one. It takes more muscles to frown than to smile. It is easier to smile than frown. It improves face value. A smile is contagious and is an in expensive way to improve looks. A smiling face is always welcome. iv. Qualities of a good listener Encourage the speaker to talk Ask questions. It shows interest Dont interrupt Dont change the topic Show understanding and respect Pay attention, concentrate Avoid distractions Show empathy Be open-minded Concentrate on the message and not on the delivery Recognize the non-verbal communication, such as facial expressions, eye contact etc. Listen to feelings and not just words.
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v.
The difference is sincerity. One comes from the heart, the other from the mouth. One is sincere and the other has an ulterior motive.
vi.
An argument throws heat; a discussion throws light. One stems from ego and a closed mind whereas the other comes from an open mind An argument is an exchange of ignorance where as a discussion is an exchange of knowledge
An argument is an expression of temper where as a discussion is an expression of logic An argument tries to prove who is right where as a discussion tries to prove what is right.
vii. Sympathy is, I understand what you feel. Empathy is, I feel how you feel.
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