Introduction_to_Effective_Communication.pptx

effective communication ways, benefits those who are in customer service line especially

1. INTRODUCTION TO COMMUNICATION

2. LEARNING OUTCOMES Define communication; Identify elements of communication; Explain a model of communication; Discuss the importance of communication in organisation ; Describe communication barriers in organisation ; Explain types and form of inter- organisational relationship; Discuss the environmental dimensions.

3. INTRODUCTION Communication is crucial for organisational managers and their work. In modern companies, communication from lower to higher members in the hierarchy is critical for organisational success. The sharing of accurate information is critical to organisational success. The sharing of accurate information between superiors and subordinates affects not only the satisfaction and attitudes of organisational members, but also the organisational performances.

4. DEFINITION OF COMMUNICATION

5. DEFINITION OF COMMUNICATION Transmit, transfer, and transact (Bittner, 1988). Communication is a dynamic, ongoing, transactional process ( Verdeber , 1984). According to Verdeber (1984), communication is dynamic because it is constantly in motion, it is ongoing because it has no fixed beginning or end, it is transactional because the elements occur simultaneously and the people communicating are interdependent.

6. DEFINITION OF COMMUNICATION Katz (1978) state: “Communications -the exchange of information and the transmission of meaning-is the very essence of a social system or an organisation ” Communication is most important, therefore, in organisation and organisational segments that must deal with uncertainty and complex.

7. COMMUNICATION PROCESS

8. COMMUNICATION PROCESS The communication process is by definition is a relational one; one party is the sender and the other the receiver at a particular point in time. The social relations occurring in the communication process involve the sender and receiver and their reciprocal effects on each other as they are communicating (Hall, 1996).

9. COMMUNICATION ELEMENTS Communication is a dynamic process. It is constantly in motion, constantly changing, and constantly being adapted by both sender (encoder) and receiver (decoder) of communication. Each participant in the process of communication affects and is affected by the other people involved.

10. COMMUNICATION ELEMENTS

11. COMMUNICATION ELEMENTS Sender : Sender is the source of communication process. Contemporary communication scholars have systematically analyzed what constitutes a credible speaker. Results indicate that people tend to evaluate a communication source on at least five specific dimensions: competence, characters, composure, sociability, and extroversion. The dimension of character has strong influence on a receiver’s perception of source credibility.

12. COMMUNICATION ELEMENTS

13. COMMUNICATION ELEMENTS Receiver : Face-to-face communication provides a good perspective for viewing the transactional nature of the relationship between a source and a receiver. Receivers will greatly influence communication transactions. The receivers help determine the topic, level of interaction and decide whether or not the interaction will proceed any further. Receiver will also shape the interaction by deciding how much attention to give to the source or content of the message

14. COMMUNICATION ELEMENTS Channel : The channel is both the route travelled by the message and the means of transportation

15. COMMUNICATION ELEMENTS Feedback : Mental or physical response to the messages and it is the response of the receiver that often enables us to determine whether sharing of meaning really took place. Feedback tells the person sending a message whether that message was heard, seen, or understood.

16. COMMUNICATION ELEMENTS Noise : A person’s ability to interpret, understand and respond to symbols is often effect by noise. Noise is any stimulus that gets in the way of sharing meaning. External noises are distractions such as sounds, sights and other stimuli that draw people’s attention away from intended meaning. Internal noises are the thoughts and feelings that interfere the meaning such as day dreaming. Semantic noise are those alternate meanings aroused by certain symbols that inhibit meaning such as decode a word or phrase differently from the way you intended.

17. COMMUNICATION ELEMENTS Messages : Communication takes place through the sending and receiving of messages. Messages have at least three elements: - the symbols used to communicate the meaning and form or organization. - meanings are ideas or feelings communicated; ideas or feelings are expressed through symbols such as words, sounds or - actions that represent meaning. Symbols can be communicated with both voice and body

18. COMMUNICATION ELEMENTS

19. COMMUNICATION ELEMENTS Context : Context is the physical or social setting in which communication takes place. Examples of context variables are location, seating arrangements, time, light, temperature, distance between communicators and any seating arrangements. Effect communication effectiveness.

20. COMMUNICATION ELEMENTS Historical or Previous Experience : affect the meanings currently being shared. Psychological : The way in which people perceive themselves, as well as how they perceive those with whom they communicate at the time of the communication event, will affect the meaning that is shared.

21. COMMUNICATION MODEL Communication model is a pictorial representation of the communication process. A communication model helps us to analyze communication situations, help us both to analyze those situations and to solve communication problems. Many models of communication have been concerned with how information passes from one point to another.

22. COMMUNICATION MODEL

23. THE IMPORTANCE OF COMMUNICATION

24. THE PURPOSE OF COMMUNICATION

25. COMMUNICATION BARRIERS Communication plans very important roles in organization.

26. EFFECTIVE COMMUNICATION

27. COMMUNICATION BARRIERS Individual Factors : The role that the individual plays in the organization . Communications behaviors differ according to one’s position in a role set. Stereotyping is your preconceived ideas of what something is about or stands for. The ‘halo effect’ or the use of only one or a few indicator to generalize about a total situation; ‘projection’” or a person’s assuming that the other members of a communication system have the same characteristics as the person’s own; and “perceptual defense,” or altering inconsistent information to put it in line with the conceptual framework already developed.

28. COMMUNICATION BARRIERS Vocabulary Deficiencies : Communication breakdown occurs when we assume that we understand meaning of a word that in reality is outside our recognition vocabulary. Bipolar Thinking : One illogical oversimplification that frequently interferes with effective communication. It is the reduction of complex phenomena to simple, either-or, good-or-bad conceptualizations.

29. COMMUNICATION BARRIERS The Tendency to Evaluate : the major barrier to mutual interpersonal communication may be defined as our very natural tendency to judge, to evaluate, to approve (or disapprove) the statement of the other person or the other group from our point of view or our own frame of reference.

30. COMMUNICATION BARRIERS Organizational Factors : 1. Vertical Communication Downward communication takes place at all levels from the top down. E.g :job instruction: directives from management on what is to be done, how it is to be achieved, rationale for a task, rules and regulations:

31. COMMUNICATION BARRIERS

32. COMMUNICATION BARRIERS Upward Communication Organizations sensitive to employee feelings and opinions encourage every opportunity for upward communication .

33. COMMUNICATION BARRIERS 2. Horizontal Communication Horizontal or lateral communication is a regular and important facet of organizational life. Interaction among peers is only one form of horizontal communication. The other major form, obviously vital for the overall coordination of the operations, occurs between members of different organizational subunits. It can be used to form some of the strongest relationships between employees. Horizontal communication is sometimes difficult to monitor.

34. COMMUNICATION BARRIERS

35. COMMUNICATION BARRIERS 3. Lack of Communication Policy For such a policy to be effective, there must be a climate conducive to communication within the organisation . There must be free and permissive attitudes for the exchange of ideas and information in all directions. Individuals often become communication or power-centers as a result of their technical knowledge, access to information or leadership abilities.

36. COMMUNICATION BARRIERS 4. Hierarchy The most obvious contribution of a hierarchy is coordination Hierarchies give some people power and authority over other people and prevent some people from gaining power. Differences in term of power and authority inhibit effectiveness communication . Upward communication is important to management as it reveals how well ideas, policies, and work rules have been accepted.

37. COMMUNICATION BARRIERS

38. COMMUNICATION BARRIERS 5. Horizontal Communication Communications between subunits inevitably contain elements of conflict. The conflict will be greater if the units involved invest values in their understanding and conceptualizations.

39. COMMUNICATION BARRIERS 6. Omission and Distortion Distortion refers to altered meanings of messages as they pas through the organisation . People are selective, intentionally or unintentionally, about what the Omission involves the deletion of aspects of messages. It occurs because the recipients may not be able to grasp the entire content of the message and only receive or pass on what they are able to grasp. y receive as messages.

40. COMMUNICATION BARRIERS 7. Overload If there is a case of extreme overload, the interpretive process becomes inundated with so much material that it becomes inoperative.

41. SUMMARY The communication process in organizations is complicated by the fact that we as individuals have our idiosyncrasies, biases, and abilities and complicated by organizational characteristics such as hierarchy or specialization. Nonetheless, communications within organizations are central for the other processes of power, leadership, and decision making. Communication breakdown occurs for many reasons. At times the breakdown results from vocabulary deficiencies. Since our brains are not capable of computing the thousands of bits of information picked up by our five senses, the phenomenon of selective perception frequently becomes another source of communication breakdown. Oversimplification of complex phenomena into simple bipolar conceptualizations also significantly reduced the options available to participants in a communication transaction. To have efficient organizational communications, there must be upward as well as downward channels. Some barriers to this are lack of freedom to contact superiors, inability to communicate ideas with superiors, and failure to understand the role of the supervisor’s job.