Osh presentation2-2011
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Effective communication in the workplace is important for organizational success. It allows for the transfer of information between individuals, increases productivity, helps anticipate and solve problems, and fosters better relationships and understanding. Some key aspects of effective communication include choosing the appropriate channel, being a good listener, providing constructive feedback, and overcoming barriers such as language differences or attitudes. Managing both formal and informal communication networks, as well as nonverbal cues, is also important for workplace communication.
Osh presentation2-2011
- 1. Effective Communication in the Workplace“WORDS ARE THE MOST POWERFUL DRUG USED BY MANKIND”.(RUDYARD KIPLING)
- 2. “To listen closely and reply well is the highest perfection we are able to attain in the art of conversation”“LA ROCHEFOUCAULD”
- 3. WHAT IS COMMUNICATION ?Many definitions e.g.“Communication is the process of transmitting information from one person to another”“The transfer of information and understanding from one person to another person”.(Keith Davis)
- 4. Communication is a social process.Communication is like a chain process made up of identifiable links.“A process of transmitting and receiving verbal and non-verbal messages that produce a response”(MURPHY AND HILDEBRANDT)
- 5. COMMUNICATION IS REPRESENTED BY:10% WORDS – WHAT WE SAY30% SOUNDS – TONE 60% BODY LANGUAGE – HOW WE SAY IT
- 6. EFFECTIVE COMMUNICATIONEffective communication occurs when the message received is as close as possible to the message intended to be sent – i.e. mutual understanding.Communication is effective only if people:- Understand each other- Stimulate others to take action- Encourage others to think in new ways
- 7. SEVEN “C’s” OF COMMUNICATIONCOMPLETENESS – contains all facts the reader or listener needs for desired action.CONCISENESSCONSIDERATIONCONCRETENESSCLARITYCOURTESYCORRECTNESS
- 8. ORGANISATIONAL BENEFITS OF EFFECTIVE COMMUNICATIONSINCREASE PRODUCTIVITYANTICIPATE PROBLEMSMAKE DECISIONSCOORDINATE WORKFLOWSUPERVISE OTHERSDEVELOP RELATIONSHIPSBETTER UNDERSTANDING IN THE WORKPLACE IN GENERAL
- 9. COMMUNICATION CONTEXTPHYSICAL CONTEXTCULTURAL CONTEXTSOCIAL-PSYCHOLOGICAL CONTEXTTEMPORAL (TIME) CONTEXT
- 10. PHYSICAL CONTEXTTANGIBLE OR CONCRETE ENVIRONMENT i.e. ROOM OR HALLWAY OR PARK.EXERT INFLUENCE ON THE CONTENT (WHAT WE SAY) AS WELL AS THE FORM (HOW WE SAY IT) OF THE MESSAGE.
- 11. CULTURAL CONTEXTREFERS TO THE COMMUNICATORS’ RULES AND NORMS, BELIEFS AND ATTITUDES THAT ARE TRANSMITTED FROM ONE GENERATION TO ANOTHER. DIRECT EYE CONTECT BETWEEN CHILD AND ADULT SIGNIFIES DIRECTNESS AND HONEST IN ONE CULTURE AND DEFIANCE AND LACK OF RESPECT IN OTHER.
- 12. SOCIAL-PSYCHOLOGICAL CONTEXTINCLUDE STATUS RELATIONSHIPS AMONG THE PARTICIPANTS, THE ROLES AND THE GAMES THE PEOPLE PLAY, AND THE CULTURAL ROLE OF THE SOCIETY IN WHICH THEY ARE COMMUNICATING.INCLUDE FRIENDLINESS OR UNFRIENDLINESS, FORMALITY OR INFORMALITY, AND SERIOUSNESS OR HUMOUROUSNESS OF THE SITUATION.
- 13. TEMPORAL CONTEXTTIME OF DAY AS WELL AS TIME OF HISTORYFOR MANY PEOPLE MORNING IS NOT A TIME FOR COMMUNICATION; FOR OTHERS IT IS IDEALAPPROPRIATENESS AND IMPACT OF MESSAGES DEPEND, IN PART, ON THE TIME IN WHICH THEY ARE UTTERED.
- 14. Types of Communication in the workforceINTERPERSONAL COMMUNICATIONCORPORATE COMMUNICATIONFORMAL COMMUNICATIONNON-FORMAL COMMUNICATIONORAL COMMUNICATIONWRITTEN COMMUNICATIONNON-VERBAL COMUNICATION
- 16. 16Formal Communication ChannelsThe system of formal communication channels includes:Downward communicationtop downUpward communicationbottom upHorizontalwithin a level2.2
- 18. 18The Communication ProcessNoise occurs if:The sender is unsure what message to communicateThe message is not clearly encodedThe wrong channel is chosenThe message is improperly decodedThe receiver lacks experience or time2.1
- 19. 19Sending too many messages
- 21. Hurriedly communicating vague, unclear messages
- 22. Issuing messages indicating management’s low regard for lower-level workersDownwardRisk of telling upper management about problems
- 23. Managers acting angrily and defensively to problems
- 24. Few opportunities for workers to contact upper levels of managementUpwardManagement discouraging or punishing horizontal communication
- 25. Managers and workers not given time or opportunity for horizontal communication
- 26. Not enough opportunities or channels for lower-level workers to engage in horizontal communicationHorizontalCommon Problems with Downward, Upward, and Horizontal Communication2.2
- 27. 20Informal Communication ChannelsTransmitting messages outside the formal communication channelsThe “Grapevine”Highly accurateinformation is timelysenders seek feedbackaccuracy can be verified2.3
- 28. The Grapevine“The grapevine motto: Good information passes among people fairly rapidly—bad information, even faster!”GrapevineAn unofficial channel of communication that is neither authorized nor supported by the organization.Copyright © 2005 Prentice Hall, Inc. All rights reserved. 12–21
- 29. 22Managing Organizational GrapevinesDon’t withhold information from itDon’t punish those who use itEmbrace the grapevine and keep employees informedUse it as a source of information2.3
- 30. 23Nonverbal Communication Any communication that doesn’t involve wordsKinesicsmovements of the body and faceParalanguagethe pitch, tone, rate, volume, and speaking pattern of a person’s voice2.5
- 31. Barriers to CommunicationPhysical BarriersLack of Communication skillsLanguage BarriersBarriers of AttitudeEmotional BarriersFilteringSelective Perception
- 32. 25How to Improve CommunicationChoosing the Right Communication Medium Being a good listenerGiving effective feedback 3
- 33. How to overcome communication barriers?Use the right choice of wordsA single word can cause a lot of misunderstandingSimple understandable languages is the best means of communicationBe straight forward and clearly express one’s opinion without feelings during the interaction.Body language should be positive and voice should be clear and audible.
- 35. How to overcome communication barriers?One should concentrate upon the conservation and not get distracted by anything in the surroundingGood listening skills is also an integral partListen to each and every word that the speaker is trying to sayDo not interrupt when others are saying somethingDo not let individual grudge come over your way of communication.
- 36. 29Communication MediumThe method used to deliver an oral orwritten message.Oral communication
- 37. Written communicationChoosing the Right Communication Medium3.1
- 39. 31Managing Organization-Wide CommunicationImprovingTransmission:Getting theMessage OutImproving Reception4
- 40. 32emailonline discussion forumstelevised / videotapedspeeches and conferencescorporate talk showsbroadcast voice mailImproving TransmissionGetting the Message Out4.1
- 41. 33Beyond the BookOffice Instant MessagingInstant messaging at work fosters international and interdepartmental communication. It also speeds up the rate of information exchange. Some bosses worry that this communication means will distract and overwhelm workers. Source: Mamberto, Carola. “Instant Messaging Invades the Office.” The Wall Street Journal. July 24, 2007.
- 42. 34KnowledgeAuditOnlineDirectoryDiscussionGroups onInternetRewardInformationSharingStep 1Step 2Step 3Step 4Establishing Online Discussion Forums4.1
- 43. 35Improving ReceptionCompany hotlinesSurvey feedbackInformal meetingsSurprise visitsBlogs4.2
- 44. Importance of Communication in an Organization. Creates job satisfactionLesser workplace conflictsIncreases workplace productivitySecure work futureFormation of relationshipsProper utilization of resources.
- 45. Key Communication SkillsListening SkillsFeedback SkillsPresentation skills