Essentials of Communication

Transcription

1 Essentials of Communication IPCC Paper 2: Law, Ethics & Communication Chapter 13 Dr. Naveen K Mehta

2 Learning Objectives Reading 1 Interdepartmental 2 Verbal Nonverbal and Written 3 Communication Channels 4 Barriers to Effective Communication 5 Planning and composing Business messages 6

3 Communication - An Introduction

4 Communication: An Introduction The word communication has been derived from the Latin word communis or communicare that means to share. It means- sharing of information/ideas/thoughts/opinions.

5 Communication: Definitions George Terry: Communication is an exchange of facts, ideas, opinions or emotions by two or more persons.

6 Communication: Definitions Peter Little: Communication is the process by which information is transmitted between individuals and/or organizations so that an understanding response results.

7 Understanding The Definitions Thus, communication is the process of sharing our ideas, thoughts, and feelings with other people and having those ideas, thoughts and feelings understood by the people we are talking with. The key element is understanding

8 Factors For the Growth of Communication Growth in the size and multiple Technological advancement locations of organization. Growth of trade unions. Growing importance of human relations. Public relations. Advances in behavioural sciences.

9 Communication Process

10 THE PROCESS OF COMMUNICATION Communication is a two-way process involving both receiving and giving messages; and a two-way method utilizing both spoken words and nonverbal messages.

11 The Process Of Communication

12 Forms of Communication

13 Forms of Communication Formal: Informal: Established and agreed procedures - Memos, Circulars, Notices, Letters etc. Channels not formally recognised the grapevine, Gossip, Chitchat

14 Formal Communication

15 Formal Communication Paths Downward Upward Horizontal Formal Communications

16 Downward/ Upward Communication Executive Director Vice President Downward Communication A.G.M. Manager Upward Communication Supervisor Foreman

17 Horizontal Communication

18 Downward Communication Downward Communication: Highly Directive, from Senior to subordinates, to assign duties, give instructions, to inform to offer feedback, approval to highlight problems etc.

19 Upward Communication Upward Communication: It is non directive in nature from down below, to give feedback, to inform about progress/problems, seeking approvals.

20 Horizontal Communication Lateral or Horizontal Communication: Among colleagues, peers at same level for information level for information sharing for coordination, to save time.

21 Definitions Downward Superior to subordinate. Upward Subordinate to superior. Horizontal Between co-worker with different areas of responsibility.

22 Benefits Downward Greater Job satisfaction. Improved morale. Managing manpower. Upward For suggestions. Feedback is easy. Horizontal Better Understanding and cooperation. Less Managerial conflicts.

23 Limitations Delay in operation. Downward Unclear messages. Less /excess of information. Upward Discourage/disregard of employees. Distortion of the message. Horizontal Lack of motivation. Physical barrier. Discourage contacts.

24 Informal Communication

25 Informal Communication Communication may be oral or written for direct contact. It may be informal also. Informal channel of communication is also known as secondary network of communication.

26 Informal Communication According to human psychology, a person likes to form and move in groups. They interact on serious and non- serious issues and they spread it fast whether the information is correct or not. This process is known as rumor mill.

27 Informal Communication The Grapevine is one of the recognized channels of informal communication. The larger the organization, the more active is the rumour mill.

28 Grapevine Chains (1) Single Strand Chain which is the least accurate in passing on the information or message.

29 Grapevine Chains (2)Gossip Chain Which is often used when information or a message regarding not-on-job nature is being conveyed.

30 Grapevine Chains (3) Probability Chain It is used when information is somewhat interesting but not really significant.

31 Grapevine Chains (4)Cluster Chain, which acts as liaison and spreads information with the greatest speed.

32 Grapevine Chains:benefits Speedy Transaction: Under this channel of communication, information flows very fast. Valuable Feedback: Managers can obtain useful feedback concerning their decisions and actions through the grapevine.

33 GRAPEVINE CHAINS:BENEFITS Psychological Satisfaction: It draws employees close to each other and inculcates in them a sense of belonging. Supplementary Channel: The grapevine channel of communication functions as a supplementary channel of communication.

34 Grapevine Chains: Limitations Less credible: As the information spreads by the word of mouth, it can not always be taken seriously. Distorts image of organizations: As its origin lies in the rumours and gossips, so it may spread any kind of stories about responsible people. Incomplete information: The grapevine communication does not always carry the complete information and incomplete information may create misunderstanding.

35 Inter - Departmental Communication The word department comes from the French word departir, which means to Separate. Communication between departments is essential to collaborate and achieve the objectives of the organisation. Departments in an organization are like rooms in a house.

36 Interdepartmental Communication

37 Communication Media

38 Communication Media Media/ Means of Communication Verbal Non-Verbal Oral Sign Language Body Language Written Visual signs Audio Signs

39 Verbal Communication Oral One-On-One Conversation Meetings Phone Calls Presentations Video Conferences Written Memorandums Letters s Reports Orders

40 Verbal Communication Speaking 30% Writing 9% Reading 16% Listening 45%

41 Oral V/S Written Communication ORAL COMMUNICATION More personal and informal Immediate impact WRITTEN COMMUNICATION Better for complex and difficult subjects Better for keeping records

42 Oral V/S Written Communication ORAL COMMUNICATION It saves time, money and energy Suitable for small messages Less retention WRITTEN COMMUNICATION It consumes a lot of time, money and energy Suitable for lengthy messages Rate of retention is higher

43 Oral V/S Written Communication ORAL COMMUNICATION No legal validity Better for conveying feelings and emotions Knowledge of non-verbal cues is necessary WRITTEN COMMUNICATION Serves as a legal document It can be revised before transmitting No help from non-verbal cues

44 Non- Verbal Communication

45 Non-verbal Communication Effective communication is the combined harmony of verbal and nonverbal actions. Nonverbal communication consists of body movement, facial expressions and eye movement.

46 Types of Nonverbal Communication Kinesics Paralanguage Vocal interferences Spatial Usage Self-presentation cues

47 Kinesics Defined The study of Posture Movement Gestures & Facial Expressions

48 Kinesics Eye Contact Facial expressions Emotions Gestures Postures Touches

49 Eye Contact Often eye to eye contact is important to develop open and honest communication Eye contact when listening often shows that the person is engaged in listening Eye contact an help people to feel comfortable and valued

50 Facial Expressions Universal facial expressions Happiness Sadness Anger Disgust Fear Surprise

51 Facial Expressions

52 Gestures (Hands and arms) Gestures, e.g: handshake Changing their meanings over a period of time How to tell someone to be quiet in a library? We use gesture when our voice engaged, e.g: talking on the telephone, we used gesture to tell another person to come and sit down

53 Postures The way in which we position our bodies Early age: Upright posture people who have confident (police, army) Posture is another sign of the status and role within society (army, police) sit up straight, shoulder back instruction heard at home or school

54 Postures Use posture as one means of indicating to another person our feelings of friendship or hostility Group imitating the postures of the people they are with (mirroring, postural congruence) hands on hips confrontational and hostile Cross legs, fold their arms Reinforce group identities

55 Touching - Haptics Physical contact such as holding, hitting, kissing, stroking, shaking hands, guiding. Linked to proxemics. Touch is very important in our early development. Many rules and taboos regulating physical contact.

56 Dress Dress we combine items of clothing and the appropriateness of certain types of styles of dress to specific situation. Funeral people wear black or dark coloured clothes as a symbol or mourning ~ avoid colour clashes.

57 Dress Dress Time dependent dress code Office - formal Relaxing or socialising casual Initial judgments about people because of their clothes Dress one aspect of the physical appearance

58 Paralanguage Pitch Volume Rate Quality Intonation

59 Paralanguage Those utterances that we make when we are speaking When we speak, we make noise that aren t words ( um or ah ), we raise and lower voices, we pause, we stress some words

60 Proxemics The study of how we handle the space around us, especially in relation to other people Human beings are territorial! We create for ourselves spaces that belong to us and to which we try carefully to control access Example: Our homes, Our spaces at work or school

61 Spatial Usage Spatial Usage Proxemics Territory Artifacts Intimate distance Personal distance Social distance Public Distance

62 Space Personal Zone 18 4 Public Zone 12 and up Social Zone 4 12 Intimate Zone Touching 18

63 Chronemics Chronemics The study of how humans structure time How do we manage and react to others management of time Duration Activity Punctuality

64 Benefits of Effective Communication Quicker Problem Solving Smooth Work Flow Stronger Decision Making Effective Communication Enhanced Professional Image Increased Productivity Stronger Business Relationships

65 Barriers to Communication

66 Barriers to Communication A communication of the message is successful only when both the sender and the receiver perceive it in the same manner. It is very important to understand the causes of communication breakdown.

67 Barriers to Communication Communication Barriers Physical Semantic Psychological Noise Language Values Darkness Words Perceptions Distance Pictures Distrust Fatigue Symbols Poor listening habits

68 BARRIERS TO COMMUNICATION Noise: It refers to the distracting element that breaks the concentration of the sender or receiver. Distance and Time: Physical distance between the sender and the receiver becomes a big barrier to the smooth flow of communication.

69 Barriers to Communication Semantic Barriers: It refers to the study of meanings of words and signs. Sender and receiver interpret same words in different manner: Words carry different nuances, shades and flavours to the sender and receiver. Poor expression power or ability.

70 Poor Pronunciation: Some Examples Communication Colonel Bouquet Career

71 Barriers to Communication Cultural Barrier: The same category of words, phrases, symbols, actions, colours mean different things to people of different cultural backgrounds. Attitudes and Opinions: Personal attitudes and opinions often interfere with communication process. Emotions: Emotions play a very vital role in our life. Both encoding and decoding of messages are influenced by our emotions. Closed Mind: A person may have a closed mind due to deep rooted prejudices, superiority complex, limited intellectual background and narrow mental make-up etc.

72 BARRIERS TO COMMUNICATION Poor Retention: It is observed that in oral communication; about 30% of the information is lost in each transmission. Status Consciousness: Subordinates are either too conscious of their low status or too afraid of being snubbed. Distrust: Communication is likely to collapse when the receiver has a suspicion about the source of information. Poor Listening: Poor listening may lead to serious communication problems.

73 HOW TO OVERCOME BARRIERS TO COMMUNICATION Learn to use feedback well. Be sensitive to receiver s point of view. Listen to UNDERSTAND! Use simple language. Use proper channel(s). Learn to use channels well.

74 Letter Writing

75 The Importance of Letters Letters represent your company s public image and your competence Letters are more personal than a report, yet more formal than memos or Letters are more permanent than Letters constitute an official legal record of an agreement

76 Guide to letter writing Stick to one format throughout the letter. Proofread. Eliminate ALL errors. Do not duplicate a letter---send original.

77 FULL Block Format Most common Left justified Single spaced, except double spaced between paragraphs Do not indent the first word of each paragraph

78 Block Format (MODIFIED) Left justified except date line and closing, which are center-aligned. Single spaced, except double spaced between paragraphs. Do not indent the first word of each paragraph.

79 Examples of Block & Full Block Letters

80 Parts of a business letter Sender s address Date Inside address Salutations Body Closing Typist initials

81 Date 1 2 Date the letter was written. When writing to companies within the United States, use the American date format. ( place the month before the day. For example: June 11, ) 3 Choose your format. (Date changes position depending on format.)

82 Inside Address Recipient s address. Include a personal title such as Ms., Mrs., Mr., or Dr. Follow a woman s preference in being addressed as Miss, Mrs., or Ms. For international addresses, type the name of the country in all-capital letters on the last line.

83 Salutation Use the same name as the inside address, including the personal title. If you know the person and typically address them by their first name, it is acceptable to use only the first name in the salutation (i.e., Dear Rakhi:). In all other cases, however, use the personal title and last name followed by a colon. (Dear Mr. Ajay) Leave one line blank after the salutation.

84 Body In the first paragraph, consider a friendly opening and then a statement of the main point. The next paragraph should begin explaining the importance of the main point. The closing paragraph should restate the purpose of the letter and, in some cases, request and outline some type of action.

85 Closing The closing begins at the same horizontal point as your date and one line after the last body paragraph. (Semiblock) Capitalize the first word only (i.e., Thank you) Leave four lines between the closing and the sender s name for a signature.

86 Enclosures If you have enclosed any documents along with the letter, such as a resume, you indicate this simply by typing Enclosures one line below the closing.

87 Typist s Initials Typist initials are used to indicate the person who typed the letter. If you typed the letter yourself, omit the typist initials.

88 Block Letter Format March 16, 2001 Future Groups 1234,Industrial Town Ranchi ( Bihar) Dear Mr. Ramesh The first paragraph of a typical business letter is used to state the main point of the letter. Begin with a friendly opening; then quickly transition into the purpose of your letter. Use a couple of sentences to explain the purpose, but do not go in to detail until the next paragraph. Beginning with the second paragraph, state the supporting details to justify your purpose. These may take the form of background information, statistics or first-hand accounts. A few short paragraphs within the body of the letter should be enough to support your reasoning. Finally, in the closing paragraph, briefly restate your purpose and why it is important. If the purpose of your letter is employment related, consider ending your letter with your contact information. However, if the purpose is informational, think about closing with gratitude for the reader's time. Sincerely, Jitendra Kumar 123 Ring Road New Delhi

89 Modified Block Letter Format March 16, 2001 Future Groups 1234,Industrial Town Ranchi ( Bihar) Dear Mr. Ramesh The first paragraph of a typical business letter is used to state the main point of the letter. Begin with a friendly opening; then quickly transition into the purpose of your letter. Use a couple of sentences to explain the purpose, but do not go in to detail until the next paragraph. Beginning with the second paragraph, state the supporting details to justify your purpose. These may take the form of background information, statistics or first-hand accounts. A few short paragraphs within the body of the letter should be enough to support your reasoning. Finally, in the closing paragraph, briefly restate your purpose and why it is important. If the purpose of your letter is employment related, consider ending your letter with your contact information. However, if the purpose is informational, think about closing with gratitude for the reader's time. Sincerely, Jitendra Kumar

90 Summary Communication is regarded as the life-blood of an organization. Communication is a dynamic two-way process in which there is an exchange of ideas linking the sender and receiver towards a mutually accepted direction. A formal communication flows along prescribed channels which all organizational members desirous of communicating with one another are obliged to follow whereas Side by side with the formal communication there exists on a much larger scale, an informal channel of communication or a secondary network of information.

91 Summary Communication between departments is essential to collaborate and achieve the objectives of the organisation. Oral communication is characterized by seven Cs Candidness, Clarity, Completeness, Conciseness, Concreteness, Correctness, and Courtesy. Communication with words is verbal communication and without words is non-verbal communication. Only through effective communication both inside and outside, an organisation, becomes an open system interacting with its environment.

92 Summary It is important to understand the causes of communication breakdown. Effective writing in the workplace is an essential skill. Knowing the elements of good business writing can make or break a career. A letter is the most important form of written communication. It is, therefore, supposed to have an attractive or impressive layout.

93 Thank You