Effective communication
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Communication is a process that involves a sender encoding a message and sending it through a medium to a receiver who decodes and provides feedback. Effective communication faces several potential problems such as distortion, noise, and redundancy. Listening is an important but often neglected communication skill. Principles of effective listening include aiming to understand key ideas, staying actively engaged, focusing on what is currently being said, and avoiding premature judgments. Receptivity to messages can be enhanced by ensuring the message relates to the audience's needs, confirms their beliefs, and provides interesting information from a credible source.
Effective communication
- 1. Principles of Effective Communication
- 2. Communication A process Organizations/people (Fed Ex) (Microsoft) (HU) Gold or dust managers (75%-80% time) Flatter organizations (multi-nationals) Participatory management, building trust, promoting understanding, empowering and motivating employees (South West Airlines) Global operations & diversity (McDonald’s, Mac Raja) Team management (Grand prix)
- 3. Components of communication Process of communication Communication cycle (Murphy P 11 to 14) Context : A broad field that includes country, culture, organization, internal/external stimuli Sender-encoder : The sender of information who seeks the desired response from the receiver Message : Core idea you wish to communicate Medium : Printed word, electronic mail or sound Receiver-decoder : A person who receives information Feedback : Refers to response or reaction of the receiver to a particular communication
- 4. Problems of Communication M-15-21 (Distortion, Noise, Redundancy) PBP 12-13 Distortion: When meaning of communication is lost while handling it or when the language is not properly understood by the receiver, it is called distortion Conventions of Meaning: Miscommunicated instructions (bi-monthly), denotation, connotation Perception of reality: Abstracting, Slanted statements (not factual, reveal bias) Values, attitudes and opinions -favorable info, incomplete info, closed minds, sender’s credibility
- 5. Noise: Distraction in environment in which communication takes place Physical Noise: noisy fan, cooler, loud music Technical Noise: weak signal, phone line Social Noise: interference due to difference in personality, culture, education Psychological Noise: emotions, prejudice Redundancy: Using more than one channel of communication. Phone, meeting, verbal instructions
- 6. Effective Listening (M 399-403) PBP 25, 33-35) Generally a neglected skill. No formal training at school or college level like speaking and writing Considered an important skill in the business context in particular
- 7. Faults in listening Poor listening habits Studies agree – listening efficiency no better than 25 to 30 % Prejudice against the speaker External distractions (physical) Thinking speed (speaking 80-160, thinking 400-800) Pre-mature evaluation Semantic stereotyping (we know what the speaker is going to say) Monotone of the speaker
- 8. Basic principles of effective listening Aim – look for key words, signals or ideas Activity – take interest, think about questions Alertness – focus on what is being said instead of what the speaker has said earlier or is going to say next Accuracy – No premature evaluation
- 9. Types of listening Listening for contents Critical listening Empathetic listening
- 10. How receptivity of a message can be enhanced? (P-5) Under ordinary circumstances no surety of communication received or otherwise Receptivity of audience to be taken into account. Can be enhanced: Share common vision Message related to needs Message confirm our ideas, beliefs Accessible and understandable Source of the information Message is challenging, information interesting