Date post: | 01-Nov-2014 |
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COMMUNICATION
Communis ------ Latin word
Meaning - common for all.To share
A common activity
Why communication?
Express oneself Explain Strengthen mutual sense of commitment Building relationship Satisfy human needs Bridge gap To inform (get & give)
Why communication?
To change behaviour To get action To ensure understanding To persuade Career enhancement
CONDUCIVE ENVIRONMENT
MISUNDERSTANDING!!!!!
Coke advt in the Middle East
Need/Purpose of communication Inform
Advice Order Motivate Negotiate Persuade Warn Educate Motivate
Suggest Ask Answer Convey Train Command Counseling Raise morale Appreciate Simply
Common ways of communication?
Speaking Writing Visual Body language
To send clear message To receive & correctly understand message
We use Verbal messages (speak) Para verbal messages (tone, pitch, pace of
voice) Non verbal messages (primary)
Features Unavoidable Continuous process Two way traffic Role of perception (use 5 senses) Universality Social process Multidimensional Multipurpose Transactivity
Role of communication
Foundation for healthy relationship (create & maintain)
Strengthen mutual sense of commitment Bridge gap where there is
misunderstanding Binding an organisation together (formal
and informal)
Constituents of communication process
SenderChannel/ medium
Decode Receiver
Encode (message)
Feedback
Noise
Types of communication1. One way and two way
2. Verbal and Non - verbal
3. Formal and Informal
4. Interpersonal and Intrapersonal
5. Mass communication
6. Meta communication
One way and two way communication
Downward
Two way communication 1)
Encode/ message
Decode as
receiver
Verbal & Non verbal communication
Verbal communication
Both oral and written
Always accompanied by non verbal communication
Verbal communicationOral/ Dayadic Written
(with people present) Face to face Telephonic Interview Group discussion Negotiation Meeting
(with people not present) Letters Notice Memos Circular Report Minutes
Non verbal communication
Communicating without words Symbols, Gestures and Facial expressions Independent of verbal communication Involuntary and unconscious Difficult to control
“ANYTHING APPEALS TO THE SENSES”
Types of Non verbal communication
1) Kinesics
2) Proxemics
3) Paralanguage
4) Physical contact
Research on Body Language
7%
38%55%
Impact of message - Albert Mehabian 7% verbal
38% vocal
55% non verbal
kinesics Study of body movements to judge the
emotions expressed through different parts of the body.
Facial expressions and eyes Gestures Postures Physical appearance
Facial expressionExpression Interpretation
Shifting eyes •Hiding something
Rapid nodding of head •Impatience
Trembl ing l ips •Emotional disturbance
Steady eye contact •Active listener
S m i l i n g f a c e •Friendly
Repeated mutual eye contact
•Intense love and affection
Raised eyebrows •Disbelief, Amazement
Factors influencing body language Biological : skin colour, body shapes,
and our constant effort to adjust our body to environment,….
Habitual : by learning, occupational requirement, speaking style,…
Cultural : not sitting cross legged, custom of receiving guests, talking to superiors,…
Gestures
Physical movements of the body parts like hands, legs, head or torso.
Closely related to personality
Pointing fingers shows authority Pulling body backward for rejection or fear Shrugging shoulders shows indifference
3 Types of Gesture by Anthropologists
Instinctive gesture (baby clinging to mother)
Coded gesture (military,firemen,music,..)
Acquired gesture (cultural& ethnic influence)
Postures
Biting nails Slouching Forward leaning Standing erect Angular distance ( o – 180 degrees) Unconscious movements forward,
sideward, backward bend,….
Postures
The way we hold ourselves (stand/ sit,..) Indicate our feelings & thoughts, attitudes
& health Affect our thinking process Most truthful expression comes from the
torso - than arms and legs (angular distance reveals our feelings
Four types of postures
Forward lean = attentiveness & interest Turning away = refusing Expansion = proud/ arrogant Forward leaning body, bowed head,
drooping shoulders, sunken chest = depressed / dejected
Appearance Indication of inner state of emotions Depends on local custom and culture of
the community Grooming & personal hygiene
contribute greatly Makes the first impression
Clothing, jewellery, cosmetics, footwear, handbag, umbrella, briefcase, etc.,
Proxemics(“personal space language”)
Study of using the space around
Intimate 11/2 ft Personal 11/2 - 4 ft Social 4 - 12 ft Public 12 ft and above
Paralanguage
The non verbal aspects of spoken word Relates to voice - tone, pitch, accent,
speed, intonation, stress on a particular word, etc.,
“How” a word is spoken than ‘What’ The way we use our voice is and sounds
we make
(Silence – a very important aspect !!)
Practice!!!!!!!!!!! EX 1: I am a good student I am a good student I am a good student I am a good student EX 2: Count from 1 – 10 Each time expressing different emotional state
(happy, angry, anxious,…)
More!!!!!!!!!!!!!!!
EX 3: Were you there last night? Were you there last night? Were you there last night? Were you there last night? EX 4: Sounds like mmmm, ouch, oh!oh!,….
Physical context
The layout and design of a building Its decoration like colour, furniture,
etc., Strong impression on positive and
negative feelings
Difference between verbal & non- verbal communication
1. Use of words
2. Use of language
3. always accompanied by non verbal
4. Voluntary / deliberate
1. Use of symbols
2. Other than the language - (pictures, maps, graphs,….)
3. Independent of verbal communication (red = danger, nodding head,..)
4. Involuntary & unconscious
5. Understanding non verbal helps to improve oral & written communication
Formal and informal communication
Horizontal communication Communication between departments/
people in the same level in the hierarchy
Most frequently used channel Shared among workers, clerks,
supervisors, … can use coffee break sessions
Importance
To promote understanding and coordination Not much imagination required Small organisations manage well as these
functions are done at a closer proximity with a few people
Eg – imagine a situation where purchase dpt keeps purchasing materials not reqired urgently, stores dpt keeps reporting shortage, …
Problems
Sometimes it is discouraged for the fear of workers getting too friendly with one another
Methods used : Oral : face to face – very effective Written : reports, letters, memorandum
Short means of communication - convenient
Formal communication
Upward, Downward and Lateral/ Horizontal
Flows through line and authority Recorded /documented Flows in one direction only Genuine and authentic Red tapism/ Bureaucracy Dilutes accuracy
Informal communication (grapevine) Basically a horizontal communication But doesn’t follow any set patterns
Spontaneous Multidirectional No records Very fast Provides vent to employees
Types of Grapevine - (Keith Davis – research on grapevine)
I. Single stand – passing of information to the long line of persons to the ultimate recipient (A - B, B –C, C-D,…)
II. Gossip – A tells everyone. It works like wheel where A is in the centre and passes on the information to others
contd
Probability : A randomly tells others and others pass on the information
Cluster : A tells selected persons – who
may in turn tell others selectively
Importance Safety valve - works as - pressure vent Active grapevine shows that workers are
interested in their associates Brings in solidarity & cohesiveness Properly used it can raise the morale of
employees Supplement to other channels Quick / speedy transmission Provides feedback - to know the pulse of
employees
Interpersonal and intrapersonal
Interpersonal intrapersonal
Two or more persons
Group (committee, etc.,)
Public meetings
Internal dialogue within the mind
Meta Communication
Implies meaning conveyed by
* tone of voice
* choice of words
* silence
* omission
Meta Communication
A message communicated not through words, but along with words.
Can be intentional or unintentional
- “Try to reach the airport, well on time”
- “Haven’t finished the project yet? Fantastic!!”