What is communication?
The process by which we The process by which we exchange information through exchange information through a common system of symbols, a common system of symbols,
signs, or behavior.signs, or behavior.
The process by which we The process by which we exchange information through exchange information through a common system of symbols, a common system of symbols,
signs, or behavior.signs, or behavior.
Can we ever Can we ever notnot communicate? communicate?
ListeningListening
Reading/Reading/SeeingSeeing
Body Body LanguageLanguage
ListeningListening
Reading/Reading/SeeingSeeing
Body Body LanguageLanguage
The Communication ProcessThe Communication Process
• Encoding–The sender’s process of putting the message into
a form that the receiver will understand.
• Communication Channels–The three primary channels are oral, nonverbal,
and written.
• Decoding–The receiver’s process of translating the message
into a meaningful form.
A Model of the Communication ProcessA Model of the Communication ProcessA Model of the Communication ProcessA Model of the Communication Process
SENDER RECEIVER
Message encoded
Message decodedMessage
FeedbackFeedback decoded
“Noise”: culture, values, traditions.
Feedback encoded
Frame of Reference Frame of Reference
The Importance The Importance of Feedbackof Feedback
When Face to Face:When Face to Face:
Ask questions to Ask questions to determine if you have determine if you have been understood.been understood.
Ask the receiver to Ask the receiver to restate what you have restate what you have said.said.
Watch for signs of Watch for signs of understanding – understanding – nodding; frowning.nodding; frowning.
When Face to Face:When Face to Face:
Ask questions to Ask questions to determine if you have determine if you have been understood.been understood.
Ask the receiver to Ask the receiver to restate what you have restate what you have said.said.
Watch for signs of Watch for signs of understanding – understanding – nodding; frowning.nodding; frowning.
Not Face to Face:Not Face to Face:
Request a written Request a written answer to a written answer to a written message.message.
Ask when the reply will Ask when the reply will be coming.be coming.
Persist until a response Persist until a response is received from the is received from the
receiver.receiver.
Not Face to Face:Not Face to Face:
Request a written Request a written answer to a written answer to a written message.message.
Ask when the reply will Ask when the reply will be coming.be coming.
Persist until a response Persist until a response is received from the is received from the
receiver.receiver.
Barriers to CommunicationBarriers to Communication
•SensesSenses
•SemanticsSemantics
•EmotionsEmotions
•ExpectationsExpectations
•PersonalityPersonality
•SensesSenses
•SemanticsSemantics
•EmotionsEmotions
•ExpectationsExpectations
•PersonalityPersonality
•PrejudicePrejudice
•ChangesChanges
•Poor Poor organizationorganization
•Info OverloadInfo Overload
•Poor ListeningPoor Listening
•PrejudicePrejudice
•ChangesChanges
•Poor Poor organizationorganization
•Info OverloadInfo Overload
•Poor ListeningPoor Listening
Organizational CommunicationOrganizational Communication
• Vertical Communication–The flow of information both downward and
upward through the organizational chain of command.
• Horizontal Communication–The flow of information between colleagues and
peers.
• Grapevine–The flow of information in any direction
throughout the organization.
Organizational Communication:Formal Communication
Organizational Communication:Formal Communication
Exhibit 11–1a
Organizational Communication:Informal Communication
Organizational Communication:Informal Communication
Exhibit 11–1b
Oral CommunicationsOral Communications
• Advantages–Easier–Faster–Encourages feedback
• Disadvantages–Less accurate–Leaves no permanent
record
Nonverbal CommunicationsNonverbal Communications
• Nonverbal Communication–Includes messages sent without words.–Setting (physical surroundings)–Body language
• Facial expressions
• Vocal quality (how said, not what said)
• Gestures
• Posture
–Disadvantage• Can be misinterpreted by receiver.
Written CommunicationsWritten Communications
• Advantages–More accurate–Provides a permanent
record
• Disadvantages–Takes longer–Hinders feedback
Selecting the Message Transmission Channel
Selecting the Message Transmission Channel
• Media Richness–The amount of information and meaning conveyed
through a channel.• Oral channels (e.g., face-to-face) are the richest
channels, useful for sending difficult and unusual messages.
• Written channels are less rich, useful for simple and routine messages.
• Combined channels are best used for important messages that must be attended to.
Sending MessagesSending Messages
• Planning the Message–What is the goal of the message?–Who should receive the message?–How should the message be sent?–When should the message be sent?–Where should the message be sent?
The Face-to-Face Message-Sending ProcessThe Face-to-Face Message-Sending Process
Model 11–1
1. Develop rapport.1. Develop rapport.
2. State your communication objective.
2. State your communication objective.
3. Transmit your message.3. Transmit your message.
4. Check receiver’s understanding.
4. Check receiver’s understanding.
5. Get a commitment and follow up.
5. Get a commitment and follow up.
Checking Understanding: FeedbackChecking Understanding: Feedback
• Feedback–The process of verifying messages.
• Paraphrasing–The process of having the receiver restate the
message in his or her own words.
• Feedback Problems–Receivers feel ignorant.–Receivers are ignorant.–Receivers are reluctant to point out sender’s
ignorance.
Checking Understanding: FeedbackChecking Understanding: Feedback
• How to Get Feedback–Be open to feedback
• There are no dumb questions.
–Be aware of nonverbal communication• Make sure your nonverbal communication encourages
feedback.
–Ask questions• Don’t take action before checking on message.
–Use paraphrasing• Check the receiver’s interpretation of your message.
Response StylesResponse Styles
• Advising–Providing evaluation,
personal opinion, direction, or instructions.
• Diverting–Switching the focus of
the communication.
• Probing–Asking the sender for
more information.
• Reassuring–Responding to reduce
the intensity of emotions.
• Reflecting–Paraphrasing the
message to indicate acceptance and understanding.
Calming an Emotional PersonCalming an Emotional Person
• Empathic Listening–The ability to understand and relate to another’s
situation and feelings.
• Dealing with Emotional People–Don’t make statements putting the person down.–Do make reflective empathic responses.–Paraphrase feelings.
NONVERBAL COMMUNICATIONNONVERBAL COMMUNICATION
Movements, gestures, body positions, vocal qualities and a variety of unspoken signals sent by people, often in conjunction with verbal messages
BBODYODY L LANGUAGEANGUAGE
Eye contact
Posture
Facial expressions
Nodding of head
Gestures
The Body Language Dictionary
VOCAL CUESVOCAL CUES
Pitch
Volume
Rate of speech
Voice quality
Articulation
Pauses
Silence
Semantics
SSPATIALPATIAL C CUESUES
Intimate distance 0-18”
Personal distance 18”-4’
Social/work distance 4’-12’
Public distance 12’ or more
MMISCELLANEOUSISCELLANEOUS C CUESUES
Personal habits
Time allocation and attention
Follow-through
Etiquette and manners
Color
RROLE OLE OOF F GGENDERENDER
Communication differences
Approach relationships differently
Brains develop at different rates
IMPACT OF CULTURE
• Personal knowledge & growth increases• Awareness of similarities important• Must learn about cultures, habits, values &
beliefs• Requires action plan for learning about other
cultures & people
UUNPRODUCTIVE NPRODUCTIVE BBEHAVIORSEHAVIORS
Unprofessional handshake
Fidgeting
Pointing fingeror object
Raising eyebrow
Peering over glasses
Crossing arms
Holding hands near mouth