Case 1

Case 1Secretary thought -

Urgent meant Serious and

not ImmediateCase 1Receiver (Secretary) missed

Purpose of communication

VP did not clearly & precisely specify the time & date of the meetingCase 2Vinay Prasad Assistant Engineer

Employer NTPC, Delhi

Specialization High Voltage Power Generation

Case 2Reads ad about international power conference in Chennai

Keen to attend

Writes immediately to Chief Power Engineer -

The Chief Power EngineerAn international conference on power generation which would be of great interest to us is being held in Chennai. The enclosed brochure shows that the technical information to be presented in the conference would be of great help in our upcoming projects. The registration fee is just Rs.5,000/- & the cost of travel & stay about Rs.8,000/-. Hence, only Rs.13,000/- will be required. I am informing you about the conference now, so that you can take a decision in time for me to make necessary arrangements for train / flight bookings and stay.CPE RepliesVinay Prasad,Thanks for informing me about the conference in Chennai. I will certainly attend it. Please make all the necessary arrangements for me as suggested in your memoAshok JhaBarriers to communicationIn communication, as a psycho-semantic barrier, the word barrier implies, mainly something non-physical that keeps people apart or prevents activity, movement etc. E.g. social / ethnic / language barriers or lack of confidenceNegative forces may affect the effectiveness of communication by acting upon any or all of the basic elements of communication process and the sender / receiver / channel Barriers to communication

BarriersNoiseLack of planningWrong / unclarified assumptionsSemantic problems (relating to words meaning)Cultural barriersSocio-psychological barriersEmotionsSelective perception

FilteringInformation overloadedLoss by transmissionPoor retentionPoor listeningGoal conflictsOffensive styleTime & distanceAbstracting (conceptual, not concrete)Slanting (biased, favouring)Inferring (conclude)Barriers - sender Lack of planningVagueness about the purpose of communicationObjectives to be achievedChoice of wrong language, resulting in badly encoded messageUnshared & unclarified assumptionsDifferent perception of realityWrong choice of the channelBarriers - ReceiverPoor listenerInattention MistrustLack of interestPremature evaluationSemantic Difficulties

Bias / Lack of trustDifferent perception of realityAttitudinal clash with senderNot in a fit physical state

Common barrier both sender & receiverAbsence of a common frame of referenceAffects smooth interpretation of thoughts, feelings and attitudes from the sender to the receiver in a specific social situationA well-defined social context in which communication takes place enables both the sender & receiver to perceive the content of communication in a similar way with similar implications and meaning.Common barrier both sender & receiver Physical noise & other faults in surroundings & instruments of transmission of message relate mainly to the channelThey may not distort the overall meaning of the total message to be communicatedMost listed barriers are easy to understand, but some still need explanation .Barriers Wrong & unclarified assumptions All communications are made under some assumptions, which are never communicatedThey may turn out wrong & cause communication failureE.g. we often assume that others See the situation as we doShould feel about the situation as we doThink about the matter as we doUnderstand the message as we understand it Barriers - Wrong & unclarified assumptionsAll assumptions may be incorrectHence one should try to verify whenever possibleHelps communication be effective Barriers Socio - PsychologicalStatusConsciousness of ones status affects 2-way flow of communicationCreates personal barriers caused by superior-subordinate relationshipThough 2-way vertical channel exists in every organizationFew subordinates choose to communicate with their superiors and vice versaThough organizations are changing by adopting flat structures, psychological distance between superior subordinate exists Barriers Socio - Psychological Perception* & realityAn important aspect of human communication takes place in the world of reality which surrounds us our sensory environmentSense organs stimulated by signs (external)Perceptions received are recreated within the brain (internal)Both are 2 aspects of same reality External which surrounds the communicator & Internal mental representation as seen / believed by the individual(Insight, observation)

Barriers Socio Psychological 5 sense organs Eyes sightEars soundNose smellTongue tasteFlesh touchObjects which excite the sense organs are called signsSenses respond to signs - sensations - transported to the brain through the sensory nerve network

Barriers Socio - Psychological Perceptions are mental images of external work stored in our brain viewpoint, experience, knowledge, feelings & emotionsPerceptions constitute- what we areHow we thinkHow we feel ORHow we respond to something Barriers Socio - Psychological These stored perceptions colour and modify whatever our brain receives from any signs or set of signs, fresh data, thoughts or messages.These conditioning perceptions are called filtersThe mind filters the message received from the signs and gives it meaning according to individual perception Barriers Socio - Psychological An individuals filter is uniqueBcoz filters differ, different individuals respond to a sign (word, gesture etc) with different understanding and will assign a meaning according to his/her filterThe presence of a unique filter in each individual communicator and receiver causes the communication gap (distortion) in the message sent and message received Barriers Socio - Psychological Easy to remove gaps in facetoface communication Understand through listeners facial expression, body language gestures etc. or listener will expressIn a written communication - audience is invisible semantic gap between intended meaning and interpreted meaning remains unknown.Feedback does help but it may be too late

Semantic relating to words meanings linguistics relating to meaning or the differences between meanings of words or symbolsConditions for successful communicationCommunication is to share information with others in an intelligible, participative form through the medium of words / body gestures / other symbolic signs

2 basic aspects of communication Purpose - Message is to be both known & understood by others

Communication - verbal or non-verbal -is a symbolic act by nature

purpose + nature ----- act as determining influences in this theory & practice of communication in all contexts of speaking or writing7 Cs of Communi -cationComplete-nessConcise-nessConcrete-nessCorrect-nessCourtesyCandidnessClarityHonest, sincere & frankSpeak & listen without prejudice or bias

Candidness implies consideration of listeners interests and need to know things objectively & fairly

If receiver is to understand, communication should be characterized by you attitude

Also exhibits speakers self-confidence 1.CandidnessEg- cadbury26Most important in all communications especially face-to-face

To express clearly, use accurate and familiar words with proper intonation, stresses & pauses

Spoken language should consist of simple words & short sentences

In one to one communication, listener can obtain immediate clarification in case of any doubt due to lack of clarity2.Clarity27Clarity also ensured by completeness of message

The principle of completeness requires that whatever is necessary is communicated, provide answers to all possible questions add extra information etc.

If no information or answer / unwilling to answer or discuss any particular question frankly express inability to answer3.CompletenessProvide foot notes if required in your report. 28In business and professional communications, brevity with minimum words is importantAvoid being repetitiveLess words doesnt mean making less senseWithout sacrificing essential meaning, achieve intensity and concentration & brevityUse single words for wordy phrases 4.ConcisenessAt this point of timeAs regards the fact that.. Because of the fact thatAre in need of .In due course of timeNot very far from hereNow / at presentConsidering..

As / because

NeedSoon / shortlyNearby / close byWordy Concise Be specific / definite in describing

Includes vivid description of event / state

Avoid vague words 5.ConcretenessIn oral communication not possible to draw figures, tables graphs etc. use figures to share info. Use action verbs. you are requested y me to visit us. instead use I request you to visit us. 31Abstract wordsConcrete Words32A significant loss

Good attendance record

Light in weight

In the near future

A 53 % loss

100 % attendance record

Feather light

By noon, Thursday

Grammatical errors common in spoken communicationSpeaker tends to forget the number and person of the subject of the verb if sentence is too long. Even sequence of tense is wrongPronoun is incorrect especially in reported speech 6.CorrectnessExample, women without her men is nothing.33He said to me that I will surely go thereHe told me that he would surely go there

Being an experienced manager, we are sure you can resolve the conflictAs you are an experienced manager, we are sure you can resolve the conflict 6.CorrectnessAn effective speaker maintains proper decorum whether at meetings, conversing, GDs etcCourtesy demands not using words which are insulting or hurtful to listenerIn biz discussions, listen patiently without interruptingWait for chance to speak when its your turn then speak with force and clarity 7.CourtesyTone should reflect respect for listener (s)Pitch should not sound as it is talking at each other but to each otherTone should not be aggressiveTone should be level and measured make or break a discussion 7.CourtesyStory of heaven and hell.36POINTCOUNTERPOINTGood communication can only be in proper English. ?Communication occurs when the message is sent. ?One cannot change ones basic style of communication . ?Good communicators are excellent orators. ?Communication is about maintaining relationships within an organization. ?GoodCommunication occurs when the message is received. communication requires clarity of message, irrespective of the language used.Communication can always be improved, depending on the feedback one gets or take.Good communicators speak and listen equally well.Communication is also about getting a task done in the minimum possible time and within a reasonable cost.

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