communication skills
- 1. MODULE-1 MANAGERIAL COMMUNICATION
- 2. CONCEPT OF COMMUNICATION Encoding: The process by which an idea is transformed so that it can be transmitted to, and recognized by, a receiver (e.g., a written or spoken message). Channels of Communication: The pathways over which messages are transmitted (e.g., telephone lines, mail). Decoding: The process by which a receiver of messages transforms them back into the sender’s ideas. Feedback: Knowledge about the impact of messages on receivers. Noise: Factors capable of distorting the clarity of messages at any point during the communication process.
- 3. DEFINITION OF COMMUNICATION What is communication? the process of sending and receiving messeges The process by which a person, group, or organization (the sender) transmits some type of information (the message) to another person, group, or organization (the receiver).
- 4. Characteristics of successful communication Seven Cs – Candidness (frank, open) – Clarity – Completeness – Conciseness – Concreteness – Correctness – Courtesy
- 5. OBJECTIVES To direct action To achieve coordinated action To share information To develop friendships To build trust and acceptance
- 6. Communication Process Model Communication process model breaks down communication into parts Message Encodes Decodes Sender/ Receive Receiver r/ Sender Decodes Feedback Encodes
- 8. Communication Process Sender: originates a communication message Receiver: destination of the communication Encoding: sender changes thoughts into symbols Decoding: receiver assigns meaning to symbols
- 9. Communication Process Model Message: idea, thought, feeling or opinion to be communicated (clear or unclear) Channel: medium through which the message travels from sender to receiver Feedback: receiver’s response to the message/indicates the message is seen, heard and understood
- 10. Communication Process Model 1. Sender (Encoder) Initiates the communication If both good and bad news will be given, the good news should be given first If both a simple and a complex message will be given, the simple one should be given first
- 11. Communication Process Model 2. Message Verbal (part of the message that is heard) and nonverbal (body language and the surrounding environment)
- 12. Communication Process Model 3. Channel Means used to convey the message
- 13. Communication Process a. Immediate feedback Oral communication b. Other party may not understand verbal channels c. Other party may be reluctant verbal channels
- 14. Communication Process d. Need to document the communication written channels e. Message should have detailed accuracy written channels f. Message must be delivered to many people written channels
- 15. Communication Process Types of channels within an organisation a. Downward Channels: passing information from superior to subordinate to; • give job instructions • bring about understanding of the job • provide information about procedures • provide feedback about performances of subordinates
- 16. Communication Process b. Upward Channels: provides subordinates to convey information to their superiors to; • gain feedback and learn about problems that affect efficiency, • evaluate employee attitudes and perceptions
- 17. Communication Process c. Lateral Channels: conveying information between individuals and units on the same hierarchical level for; • the coordination of tasks • sharing of information, • problem solving • conflict resolution This type of communication is persuasive and suggestive rather than directive or authoritative
- 18. Communication Process d. Informal Channels: message grapevine A B Single-strand: Each message message person recieves information C from one person and passes it on to one more A Gossip: one individual passes the news to all others B C D
- 19. Communication Process / Channel d. Informal Channels: Probability: Information is passed on randomly Cluster: Channel members selectively choose their informal communication links
- 20. Cont… Not cooperating confidently. Not staying mentally on track. Not listening to what you don’t want to hear. Not remaining patient and calm while driving in crowded talk traffic.
- 21. Barriers to Communication Loss by transmission Noise Poor retention Lack of planning Poor listening Unclarified assumption Goal conflicts Semantic problems Offensive style Cultural Time and distance Socio-psychologicaL Abstracting Filtering Slanting Perception inferring Information overloaded
- 22. COMMUNICATION BARRIERS Internal Noise – Occurs inside the sender and receiver – Beliefs and values – Faulty assumptions can lead to emotion – Trigger or hot button words can evoke emotion – Defensiveness
- 23. COMMUNICATION BARRIERS External Noise – Occurs outside the sender and receiver – Can be easier to control than internal noise – Includes technology Semantic Noise – Occurs when the receiver doesn’t understand a word or gesture – Can happen with different cultures – Technicians using jargon with laypeople
- 24. Barriers to Communication / Problems caused by the sender Not much information Too much knowledge Indecission regarding how to present the information The order of the presentation Lack of familiarity with the audience Emotional conflict Lack of experience in speaking or writing
- 25. Barriers to Communication / Problems in transmission Illegible material as a result of poor typing, poor photocopying, poor handwriting Poor acustics Use of too many transmission links Transmission of conflicting messages
- 26. Barriers to Communication / Problems in reception The surrounding environment Receiver’s physical condition Receiver’s failure to pay attention to the message – Simultaneous receipt of two or more messages – Receiver is bored
- 27. Barriers to Communication / Problems in receiver comprehension Receiver may not understand some of the words used Personal interests Emotional responses
- 28. OVERCOMING COMMUNİCATİON BARRİERS Maintaining similiarity Emphasize Description Empathy Be patient Establish rules Respects Ask Questios
- 29. Cont…. Written word Time Humor Always check Be positive Self respect Working hypothesis
- 30. ROLE OF VERBAL SYMBOLS IN COMMUNICATION Symbols Define Symbols Evaluate Symbols Organise perceptions Symbols allow self-reflection
- 31. ROLE OF NON-VERBAL SYMBOLS IN COMMUNICATION Express Emotions Express interpersonal attitude Accompany Speech Self-presentation of one’s personality Rituals(Greetings)
- 32. NON VERBEL COMMUNICATION NON VERBAL Basically it is sending and receiving messages in a variety of ways without the use of verbal codes (words). It is both intentional and unintentional.
- 33. NON-VERBAL COMMUNICATION Components Examples Meanings Communicated Image Clothing, hygiene Values, competence Facial Expressions Frown, smile, sneer Unexpressed feelings Eye Movements Looking away, staring Intentions, state of mind Posture Leaning in, slumped Attitude Gestures Handshake, wave Intentions, feelings
- 34. VERBAL COMMUNICATION It can be devided in to two parts ORAL COMMUNICATION WRITTEN COMMUNICATION
- 35. ORAL COMMUNICATION Meetings Conference calls Phone calls Presentations Video or audio recordings Other forms of oral communication
- 36. WRITTEN COMMUNICATION Letters Memos Email Reports/White Papers Web sites Promotional Materials Other written documents