Effective Communication

mdp@simsr.somaiya.edu

Objectives

Understanding what communication is. Tips on communicating effectively. How to avoid errors while speaking Importance of non-verbal communication when speaking. Tips to get along better.

What is communication
To impart/transmit/exchange ideas or

information. It includes speaking, listening, writing and nonverbal skills It is the essence of social interaction It influences what others think about you and how well they understand you. It also determines to a large degree your selfesteem, assertiveness and social adjustment.
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Purpose of Communication

A message must be conveyed. The message must be received. There must be a response. Each message must be understood.

What is effective communication

Transmitted information reaches the receiver exactly as the communicator wants it to. Both communicator and receiver understand a topic in a similar manner. Emotions of the communicator are passed on to the receiver.

Comparison of Communication Activities

Used

Listening 45%

Speaking 30%

Reading 16%

Writing 9%

5 Levels of Communication

Chris Spies, 2002

The Process of Communication

Noise can happen at any stage..

What the sender means to say What the sender actually says What the other person hears What the other person thinks he hears What the other person wants to say in reply What the other person actually says in reply What the sender thinks the receiver says and so on
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Components of Communication process:

C = f( l x s ) e C stands for Communication which is a function of Listening (l) and Speaking (s) in a given Environment (e).

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The Sender
Self concept Family Culture Skills Feelings Attitudes & values Expectations Experience

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The Message
Channel/Medium Distortion

Interference
Context

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The Receiver
Self concept Family Culture Skills Feelings Attitudes & values Expectations Experience
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The Individual .Perception

Self Concept Experience Expectations Attitudes and Values

Communication Skills
Family Culture Feelings
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Feedback

Provides continuity in Communication Indicates effective understanding or misunderstanding of the message Stimulates further communication and discussion

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Main forms of communication in organizations

Internal operational External Operational Personal

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COMMUNICATION could be.

Formal and Informal Communication Verbal and Non-Verbal Communication Individual and Group Internal and External

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Formal and Informal

That which is official and part of recognized communication system which is involved in the operation of the organization. Can be oral or written Usually takes place along the lines of command in the hierarchy of the organization.
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Vertical communication can be both upward and downward. Horizontal communication takes place at the same level in the hierarchy. Also known as lateral communication

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Informal Communication

Diagonal or grapevine Grows out of social interactions among people who work together. Bound by conventions customs and culture. Generally transmitted in a variety of ways gestures,silence, written or oral messages.
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Grapevine
Can assume a lot of shapes Straight chain pattern Informal star pattern The probability pattern The cluster net

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Formal Communication
Advantages Chain of command is maintained. Clear cut directions for functioning. Written records for all are maintained. Disadvantages Time consuming. Inflexible and lacking in autonomy.

Informal Communication
Advantages Fast dispersion of information. No hierarchy / protocol to be maintained. Disadvantages Gossip fosters. Rumours spread. Formation of cliques. Ambience is affected by misinformation.

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Verbal Communication Oral One to one One to other Within a Group Between Groups External Written Personal Internal External

Non Verbal Communication Signs Symbols Body Language Space Time

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Oral Advantages Personal Two-way Flexible Effective Direct

Written Disadvantages Advantanges Disadvantages Could be distorted or forgotten No records Cannot be used as evidence Lengthy messages ??? Authority Accuracy Record permanent Coverage/du plicated and distributed Time to think and react Indirect Time consuming Increases paper work Storage space

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Non verbal Communication Advantages Disadvantages

Universal language Literacy not an issue No aids required Feelings perceived more intensely and evoke immediate reaction

With different frames of reference misunderstandings can occur Not culture free Too many conclusions can be drawn based on a single or isolated act.

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Individual Communication
Advantages It is more personal. Disadvantages Individual biases can come into play.

Group Communication
Advantages Disadvantages

Information can be It is impersonal. given to many It can be subject to people at the same group think. time. Time saving. Clarification of common doubts is easier.

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Internal Communication
Advantages Boosts morale and motivation. Is an indicator of the health of the organization. Disadvantages Information overload due to lack of filtering. If only one way, it is directive.

External Communication
Advantages Helps promote the image of the organization in society. Disadvantages Media hype and intervention in organizational functioning.

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For Starters A simple thought

Communication is not difficult. We just do it badly !!!!!!!!!!!!!

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Barriers to Communication

mdp@simsr.somaiya.edu

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CONTEXT

The Situation Or Setting Whithin Which Communication Takes Place.

The Circumstances Thatsurround A Particular Piece Of Communication. Plays An Important Part In How A Message Is Encoded Or Decoded. The Same Message Can Have Different Meaning Depending On The Situation Since Emotions And Reactions To Ideas And Events Vary In Different Situations.
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NOISE

Message Received Is Not Necessarily The Same As The Message Sent.

Noise Or Interferance Can Lead To Misunderstanding Or Confused And Ambiguous Communication. Results In Communication Barriers Because Of Misunderstanding And Misinterpretaion.

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CAUSES OF COMMUNICATION BARRIERS.

Inappropriate Choice Of Words. Inappropriate Channel. Inappropriate Message Reciever Inattention. Lack Of Courtesy By The Sender Or The Reciever Nonverbal Communication That Does Not Support The Words. Different Cultural Backgrounds Poor Layout And Presentation Inappropriate Timing Inadequate Feedback
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Cause Of Barrier
Differences In Perception

Outcome
People Often See And Interpret The Same Event Or Action In A Different Way. People Often Form Different Interpretations

Strategies To Avoid Barriers

Listen Carefully. Speak Clearly And Irectly To The Other Person. Ask Questions Give A Feedback Listen Carefully. Speak Clearly And Irectly To The Other Person. Ask Questions Give A Feedback Match The Verbal And Nonverbal Parts Of The Total Message. Plan And Structure The Message To Include All Necessay Information Listen Actively. Ask Questions.Give Feedback. Listen Carefully. Show You Are Aware Of The Others Point Of Veiwww. Ask Questions. Give Feedback. 33

Differing Attitudes And Values

Inconsistency Between Spoken And Nonverbal Communication Withholding Communication

Poor Communication And Confusion Because Of Ambiguous Message Others Operate With Only Part Of Message So Mistakes Are More Likely To Occur The Reciever Can Become Angry And Retaliate The Reciever May Withdraw

Passing Judgement By Telling People Their Reaction Is Stupid Dismissing The Concerns Or Point Of Veiw Of Others

BARRIERS
Barriers Are Influencing Factors Which Impede Or Breakdown the Continuous Communications Loop.
They block, distort or alter the information.

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CLASSIFICATION OF BARRIERS
A. PERSONAL BARRIERS 1. Individual Barriers. Semantic Barriers - language barrier may manifest itself in the form of misinterpretation of words, gestures, translation and meaning of signs and symbols.

Words Boot/Boot Gestures- Nodding head left to right Translation Lift = elevator/escalator Signs and symbols Frames of Reference- UNION = ? For scientist/manager
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2. Psychological barriers may arise due to attitudes , bias or

closed mind, emotions, perceptual variations, mental competencies, sensory differences, tendencies to exaggerate and lack of listening skills. Attitude Bias Heightened emotions Perceptual variations Mental competency Sensory differences Exaggeration Listening economical,social,religious, educational and occupational factors.

3. Cultural differences result of geographical,

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4. Audience Resistance external factors that cause people to tune you out. (characteristics of dress, speech and actions that may be turning people off) internal factors that prevent them from giving you their complete attention. lack of interest in what you're saying (bearing does it have on the listener's job, income, health, family, or security ) a lack of understanding.(erecting defense mechanisms and emotional barriers) (Keep It Simple
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B. ORGANIZATIONAL BARRIERS

1.Structural barriers 2. Status effect 3. Filtration level

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C. MECHANICAL BARRIERS
1. 2.

Technical impediments Information overload

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D. PHYSICAL BARRIERS
1.
2. 3.

Geographical Distances Time pressures Physical distractions

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E. Environmental Barriers

Distractions Disturbances Diversions Discomfort

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To Make Communication Effective, Barriers Must Be Identified, Taken Cognizance Of And Overcome By Encouraging Feedback

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HOW

By general awareness of the importance of communications. Organizational facilities free flow proper climate confidence openness- feedback rewardperformance appraisal Interpersonal style Empathy Clear cut systems and procedures
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Effective Communication

Effective communication begins when the receiver starts responding back A good rule for communication is to leave unmentioned what your audience already knows -tell them something new!"

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mdp@simsr.somaiya.edu Dhun Dastoor dsdastoor@simsr.somaiya.edu Shailaja Karve shailaja@simsr.somaiya.edu

mdp@simsr.somaiya.edu

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