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THE COMMUNICATION PROCESS

SEND RECEIVE

Sender Encodes Message Channel Message Decodes Receiver  

Decodes Message Channel Message Encodes

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Top Down Communication

The process by which authority and tasksare passed down hierarchy.

The ultimate responsibility of tasks remainswith the manager and requires monitoring.

The responsibility to complete the task isgiven to a subordinate.

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Effective Communication

Effective communication depends on

values like willingness to share

Insecurity & threat are some of the reasons

why people communicate poorly

Communication skill and requires practice

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Communication skills Job Knowledge

Distribution of Power & culture

Understanding People

Motivational skills

Mentoring & counseling Listening & feedback skills

Self Awareness

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MIND: A COGNITIVE

FILTER 

BELIEFS- Assumptions about God, life, &

existence.

ATTITUDES- Cognitive ,emotional &

 judgmental predisposition towards object,

 people & events.

VALUES - practiced actions-goals &

means

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STERE

OTYPE

S Descriptive assumptions about groups from

gender, class ,race, & nation

Unchanging assumptions across time spans

Ignoring individual differences

Creates false predisposition to act

Proved incorrect by research

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STIUATIONAL FACTOR 

S

Status

age

event

emotions

organizational climate

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SE

MANTIC FACTOR 

S

DE NOTATIONS

CONNOTATION

E

UPHE

MISM

LANGUAGE

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INFOR 

MATION PR 

OCE

SSING

ABSTR ACTING: focus on some and omit

other facts.

GE NER ALIZATION:Extrapolation

INFERE NCE: conclusions drawn from

logic.

BYPASSING:not understanding jargon.

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EFFECTIVE FEEDBACK PRINCIPLES

GIVING FEEDBACK

FOR MAXIMUM IMPACT:

1. THE RECEIVER SHOULD ³HEAR ́ THE MESSAGE.

2. MESSAGE SHOULD BE ³WITH REAL FEELING ́ .

3. THERE SHOULD BE ³TRUST´ BETWEEN THE GIVER

AND THE RECEIVER.

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EFFECTIVE FEEDBACK PRINCIPLES

GIVING FEEDBACK- contd.

4. MIRRORS THE BEHAVIOR OF THE RECEIVER.

5. FEEDBACK SHOULD NOT BE JUDGEMENTAL.

6. SPECIFIC RATHER THAN GENERAL.

7. TIMELY ± GIVEN AT A TIME WHEN THE RECEIVER

CAN RECEIVE IT.

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EFFECTIVE FEEDBACK PRINCIPLES

RECEIVING FEEDBACK

1. LISTEN TO THE GIVER WITH AN OPEN MIND

2. ³HEAR´ THE MESSAGE RATHER THAN TO REACT.

3. FEEDBACK MIRRORS THE PERCEPTIONS OF THE

GIVER.

4. FEEDBACK SHOULD BE VALIDATED.

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PERFORMANCE- LISTENING

THE ABILITY TO HEAR / REMEMBER / UNDERSTAND WORDS AND FEELINGS 

BE PREPARED TO LISTEN

ASK QUESTIONS PARAPHRASE LISTEN WITHOUT BEING DEFENSIVE EYE CONTACT

LISTENING ENCOURAGES, PROVIDES INFORMATION, FACILITATES RESOLUTION 

 AND DEEPENS RAPPORT 

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µLISTEN¶ MODEL

L Let client feel your interest

I Inquire with questions

S Stay on target

T Test your understanding

E Evaluate the message

N Neutralize your feelings