Basics of communication

basics of communication

1. Nature and Scope of Communication

2. Communication basics Importance of communication Manager’s roles Communication Networks Grapevine Barriers Strategies

3. Communication is the process of exchanging information, usually through a common system of symbols. Origin- Latin “communicare” (to make common)

4. The Mehrabian Model

5. Communication Basics Process

6. Communication Process Model

7. Purposes of Business Communication To Inform To Persuade To Convey Goodwill To Establish Credibility

8. Communication Basics Functions Information : Decision making , Problem solving Control : Power to influence, Express opinions / grievances Motivation: Foster spirit of motivation, Feedback, Reinforcement Emotional Expression: Expressing satisfaction, dissatisfaction

9. Benefits of Effective Communication

10. Manager’s Roles

11. Methods of Communication Internal Communication External Communication

12. Internal Communication ORAL Telephone Intercom Meeting/Conference Presentation Face-to-Face Discussion Messages WRITTEN Memo Report Graphs/Charts E-Mail/Fax Notice Form/questionnaire Newsletter Minutes

13. External Communication ORAL Meeting Conference/Seminar Conversation Telephone Presentation WRITTEN Brochure Invitation Press Release Advertisement Report E-Mail/Fax Letter

14. Factors involved in choosing the Means of Communication Cost Confidentiality Safety and Security Influence Urgency Distance Resources Written Record Recipient

15. Communication Flow and Channels

16. 16 Organisational Communication Channels Communication channels: Vertical communication Horizontal communication Informal communication

17. Communication Flowing Through Formal Channels Downward Management directives Job plans, policies Company goals Mission statements Horizontal Task coordination Information sharing Problem solving Conflict resolution Upward Employee feedback Progress reports Reports of customer interaction, feedback Suggestions for improvement Anonymous hotline

18. 18 Organisational Communication Channels Vertical communication: Message exchange between two or more levels of the organisational hierarchy.

19. 19 Organisational Communication Channels Vertical communication: Downward communication Can be distorted by: faulty message due to sender error (poor communication skills, difficulties encoding a message clearly, carelessness) Managers overuse downward communication (one-way communication) have little possible immediate receiver feedback Deliberately or accidentally filter communications by withholding, screening or manipulating information Upward communication Can be distorted by ‘only’ favourable messages going up Managers don’t encourage upward flow

20. 20 Organisational Communication Channels Horizontal communication: Lateral or diagonal message exchange within work-unit boundaries, involving peers reporting to the same supervisor, or across work-unit boundaries, involving individuals who report to different supervisors. Impeding factors: Rivalry Indifference to work of others Low motivation due to discouragement of horizontal communication

21. Forms of Communication Flowing Through Formal Channels Written Executive memos, letters Annual report Company newsletter Bulletin board postings Orientation manual Electronic E-mail Voicemail Instant Messaging Intranet Videoconferencing Oral Telephone Face-to-face conversation Company meetings Team meetings

22. 22 Organisational Communication Channels Informal communication (grapevine): Communication which takes place without regard to hierarchical or task requirements Problems: Can carry gossip/distorted information Benefits: Valuable tool for continuation/propagation of culture

23. Informal Communication information shared without any formally imposed obligations or restrictions if an organization’s formal communication represents its skeleton, its informal communication constitutes its central nervous system (Behavior in Organizations, p. 307) eng. “ grapevine “ An organization’s informal channels of communication, based mainly on friendship or acquaintance origin: American Civil War [grapevine telegraphs]

24. Grapevine Informal communication Benefits : Less expensive, quick, outlet for anxieties / frustrations Limitations: Multi-directional, fast spreading, unreliable, misunderstanding Tips : Identify and verify, don’t ignore, don’t threaten

25. Grapevine a secret means of spreading or receiving information the informal transmission of (unofficial) information, gossip or rumor from person-to-person -> "to hear about s.th. through the grapevine" a rumor: unfounded report; hearsay

26. Grapevine Characteristics oral  mostly undocumented open to change fast (hours instead of days) crossing organizational boundaries

27. Grapevine Characteristics inaccuracy: levelling deletion of crucial details sharpening exaggeration of the most dramatic details while the grapevine generally carries the truth it seldom carries the whole truth

28. Factors Influencing Grapevine According to Gordon Allport: importance of the subject for both listener and speaker ambiguousness of the facts Formula: R = i x a “R“: intensity of the rumor “i“: importance of the rumor to the persons “a“: ambiguity of the facts associated with the rumor

29. Employees rely on the grapevine when: they feel threatened, insecure, under stress when there is pending change when communication from management is limited

30. Positive Aspects of the Grapevine social function reduction of anxiety release mechanism for stress identification of pending problems early warning system for organizational change vehicle for creating a common organizational culture desired information can be circulated quickly to a large group of subordinates (inofficially!)

31. Coping or Managing the Grapevine the grapevine cannot be abolished, rubbed out, hidden under a basket, chopped down, tied up, or stopped (Managing the Grapevine, p.222) don‘t try to control or restrict it use it to supplement formal channels

32. Preventing Rumors provide information through the formal system of communication on the issues important to the employees supply employees with a steady flow of clear, accurate and timely information present full facts keep formal communication lines open and the process as short as possible

33. COMMON BARRIERS TO COMMUNICATION 1. SEMANTICS Definition of words Choice of words

34. COMMON BARRIERS TO COMMUNICATION 2. POOR CHOICE, USE OF CHANNELS When to use certain channel Oral alone: Simple reprimand Settle simple dispute Written alone: Don’t need immediate feedback Need record

35. COMMON BARRIERS TO COMMUNICATION 2. USE OF CHANNELS Both channels: Commendation Serious reprimand Important policy change Nonverbal Be aware of it.

36. COMMON BARRIERS TO COMMUNICATION 3. PHYSICAL DISTRACTIONS 4. NOISE, PHYSICAL, PSYCHOLOGICAL 5. STATUS DIFFERENCE 6. EFFECTS OF EMOTIONS

37. COMMON BARRIERS TO COMMUNICATION 7. PERCEPTIONS Stereotypes Halo effects Selective perception See and hear what we expect Ignore if conflicts with “what we know.” Projection

38. COMMON BARRIERS TO COMMUNICATION 8. FILTERING, SCREENING NEGATIVE INFORMTAION 9. EVALUATING THE SOURCE 10.ABSENCE OF FEEDBACK, POOR FEEDBACK

39. COMMON BARRIERS TO COMMUNICATION 11. INFORMATION, DATA OVERLOAD 12. POOR LISTENING LISTEN TO RESPOND LISTEN TO UNDERSTAND

40. More Barriers to communication Non-verbal signals Language Listening Pre-judgment Relationships Emotional Responses System

41. TO OVERCOME BARRIERS: Learn to use feedback well. Be sensitive to receiver’s point of view. Listen to UNDERSTAND! Use direct, simple language, or at least use language appropriate to the receiver. Use proper channel(s). Learn to use channels well. Learn to use supportive communication, not defensive communication .

42. External Factors Influencing Business Communication LEGAL & ETHICAL International Laws Domestic Laws Code of Ethics Stakeholder Interests Ethical Frameworks Personal Values DIVERSITY Cultural Differences Language Barriers Gender Issues Education Levels Age Factors Nonverbal Differences TEAM ENVIRONMENT Trust Team Roles Shared Goals and Expectations Synergy Group Reward Distributed Leadership TECHNOLOGY Accuracy and Security Issues Telecommunications Software Applications “High-touch” Issues Telecommuting Databases

43. Tips for successful Communication Read Listen Intelligently Think and plan Use appropriate language Be open-minded Select appropriate media Timing Obtain feedback Aim high

44. Effectiveness in Managerial Communication Communication style (Directive, Supportive, Participative) Audience Good listening Cultural differences Ethics Communication technology Effective flow

45. Thank You !