390 33 powerpoint slides 1 fundamentals communication chapter 1

7/30/2019 390 33 Powerpoint Slides 1 Fundamentals Communication Chapter 1

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Oxford University Press 2011

COMMUNICATION SKILLS

Sanjay Kumar, Currently Associate Professor of

English at JK Lakshmipat University (JKLU), Jaipur

Pushp Lata, Currently Head, Department of Languages,

BITS, Pilani


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Chapter: 1

Fundamentals ofCommunication


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Communication

Definition

Process

Important Features

Importance

Purpose of Professional Communication

Differences between General and Professional Communication

Types

Flow of Communication in an Organization

Informal Network - Grapevine

Communication Barriers - Types and Measures

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Definition

Communication essentially means the transfer of ideas,feelings, plans, messages, or information from one person to

another. I t is eff ective only when it gets the desired action or

response.

Communication is a network of interaction where the sender

and receiver keep changing their roles.

Communication is a dynamic process, the main components

of which are sender, message, channel, receiver, andresponse.

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Process

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Noise

Sometimes there occurs a hindrance in the communication

process; this hindrance is called noise.

Noise can be defined as an unplanned interference in thecommunication environment, the one that causes hindrance to

the transmission of the message.

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Features

Two-way

Creative

Functional

Sender and receiver keep changing their roles

Continuous

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Communication

Types (Parties involved)Means, Kinds, Manners, Forms

Interpersonal

Intrapersonal Mass

ExtrapersonalHorizontalVertical Diagonal

Flow

SpiralParalinguistic

Vocal CuesExtralinguistic

Non-verbalVerbal

Haptics

(Touch)

Kinesics ChronemicsProxemics

WrittenOral

Interview

Speech

MeetingsProfessional

Presentation

Seminar GD Letter MinutesMemo Reports

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Artefacts

Linguistic



Importance of Communication

Business has grown in size

Business activity has become complex

Business has become competitive

Workers are organized through trade union

Promotes a spirit of understanding and cooperation

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Purpose of Professional

Communication

Advising

Counseling

Giving Orders

Providing Instructions

Marketing

Persuasion

Giving Warnings

Raising Morale

Staffing

Projecting Image

Preparing Advertisements

Making Decisions

Getting Feedback

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Differences between General and

Professional Communication

General Communication

Content:Contains generalmessage

Nature: Informal in style andapproach

Structure: No set pattern ofcommunication

Method: Mostly oral

Audience: Not always for aspecific audience

Language: Does not normallyinvolve the use of technicalvocabulary or graphics, etc.

Professional Communication

Content: Contains a formal andprofessional message

Nature: Mostly formal andobjective

Structure: Follows a set patternsuch as sequence of elements in areport

Method: Both oral and written

Audience: Always for a specificaudience, e.g., customers, banks,etc.

Language: Frequently involvesjargon, graphics, etc. for achievingprofessional purposes

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How much time do you spend

on the following?

Informal note

Memos

Letters

Circulars and notices

Press releases

Reports

Handbooks

Manuals

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Unplanned exchangesMeetings

Brainstorming

Telephone Interviews

Formal presentations

Discussion groups

Seminars



Different Types of

Communication Flow

Horizontal

Vertical

o Upwardo Downward

Crosswise

Spiral

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Flow of Communication in

an Organization



Informal Network

Communication in an organization travels through powerful

informal networks: grapevine

Rapid

Multi-directional

A measure of public opinion

An outlet for anxieties

May be used to resolve conflicts

Often, it is not accurate: incomplete, distortedResponsibility who takes it???!!

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Informal Networks

Single strand, Gossip, Cluster, etc.

Gossip has stickiness factor

May effectively be used to reach tipping point

Not ignoring grapevine proves to be very useful

Threatening the possible sources will not help

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Barriers to Communication

Definition: When you convey your message to someone or a

group of people and the message is not received clearly and

unambiguously, it is known as barr ier to communication.

Thus, the message received is not as the message sent.

Barr iers to effective communication could cause roadblocks in

your professional and personal l ife and it could be one of the

major hurdles in achieving your professional goals.

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Further Discussed

Measures to rectify communication failure

Types of communication barriers

Tips for Effective Communication

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Steps to Rectify

Communication Failure

1. Identify the problem

2. Find out its cause

3. Select and apply the best alternative

4. Follow up religiously

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Types of Communication

Barriers

Based on the Nature of Barr iers

Barriers of psychological nature

Barriers arising due to emotional reactions, negative attitudes,

and wrong timing of messages

Barriers originating from the communication networks

established by organizations

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Verbal Barriers

Lack of proper planning

Selection of a wrong variety of language

Badly encoded or wrongly decoded messages

Semantic gap Differences in perceptions

Variation in language

Wrong inferences

Categorical thinking

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Non-verbal Barriers

Raising eyebrows

Bulging eyes

Keeping your hands or thumbs constantly in the pockets of

your trousers

Awkward gestures Flashing eyes

Rolling eyes

Quick movements

Very slow movement

Avoiding eye contact

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Listening Barriers

Making the speaker feel as though he/she is wasting thelisteners time

Being distracted by something that is not part of the ongoing

communication

Getting ahead of the speaker and completing his/her thoughts

Topping the speakers story with ones own set of examples

Forgetting what is being discussed

Asking too many questions for the sake of probing

Note:These barriers are elaborately discussed in the chapter

entitled Developing Effective Listening Skills.

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Miscellaneous Barriers

Premature evaluation of message

Information overload

Distrust, threat, and fear

Less time for orientation and for adjustment to change

Emotional reaction

Rigidity in attitudes

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Some Remedies

Send the data only to the people who require them

Emphasize the major ideas

Delete unwanted ideas

Maintain transparency in policy matters

Ensure clarity in message and look for a genuine feedback

Understand others emotions

Understand other cultures and language variations and use

the appropriate variety in the given context

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Make sure that information overload does not affect the

communication environment adversely.

Maintain openness and acknowledge that people have different

perceptions and views regarding one thing.

Encourage innovative ideas and views so that people should

not unnecessarily live in fears.

Listen attentively to others

Speak with clarity and conviction

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Some Remedies


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O f d U i it P 2011

Thank you !!!

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