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COMMUNICATION
Dr. M. Thenmozhi Professor
Department of Management StudiesIndian Institute of Technology Madras
Chennai 600 036E-mail: [email protected]
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COMMUNICATION
Most frequently cited source of interpersonnal conflict.
70 % of working hours.
75 % of managers time.
Transference and understanding of meaning among its group members.
Latin word ‘communis’ – common + concept of
transmission, meaning and information
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COMMUNICATION
• Interpersonal process of sending and receiving symbols with meaning attached to them.
• Purpose - Communication the meaning.
Provide attitude necessary for motivation, co-operation, job satisfaction.
Keith Devis –’Rules of Five’ – Essential to complete a common receive, understand, accept, use, Feed back.
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EFFECTIVE COMMUNICATION
Skill – Improves interpersonal communication.
Skill – Recognizing and Controlling Communication barriers.
Requires effective listening & effective feedback.
Listening – Hearing or preparing to respond- no listening
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EFFECTIVE COMMUNICATION
LEARNING
ATTENTION
UNDERSTANDING
REMEMBERING
SELECTIVE PERCEPTION OF STIMULI
Passive process which occur even whenwe are asleep
Brains screens various stimuli & permits only A few come into focus
Physical act of receiving sounds
Interpreting & Evaluating symbols. (Verbal &Non-Verbal) (Sound of Siron)
Storage of symbols in memory bank.
(Storage – Different from –seen & heard?)
RAPIDSUCCESSION
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JOHARI WINDOW
Joseph Luft & Harrington Ingham.Technique of supportive behaviour. KNOWN TO SELF UNKNOWN TO SELF
OPEN AREA BLIND AREA
HIDDEN AREA UNKNOWN AREA
KNOWN TO OTHERS
UNKNOWN TO OTHERS
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• True relationship – Large open areas thro’ supportive feedback.
• Receiving Feedback – Blind Open
Giving Feedback – Hidden
Open
Premices Relations are more Retain the right to decide what to reveal and Act voluntary information exchange.
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Organisationgoals
Goals RelatedBehaviour
Communication Network Objectives
CommunicationActivities
CommunicationPolicies
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Communication Audit – Tools to examine communication, Policies, network and activities
1) Regular or task related network – Policies, Procedure
2) Innovative network – Problem solving, Suggestions
3) Integrative network – Praise, rewards
4) Informative – Instructive network
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BARRIERS
• Factors which hinder conveyance of meaning
• I. Yourself (Rx) II. Other (Tx)
Preoccupied Chasisma –source credibility
Emotional blocks
Stereo typing of Tx
past Inarticulateness physical need to appearance Perceived know info. attitude towards Rv.
Status of Tx vis-a-vis Rx
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III. Message IV. The Channel
Hidden agendaEmotive words colourPerceptionUse of language.
Right Channel?Right Person?In Effective Feedback ChannelLength of Channel
VI. LocationPhysical barriers
BARRIERS
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TEN COMMANDMENT TO EFFECTIVE LISTENING
• Stop talking
• Emphathise
• Ask Questions
• Don’t get Overstimulated
• Concentrate on what is said
• Establish Eye Contact
• Be aware of your own emotions
• Get rid of distractions- Noise, pen, etc.
• Share responsibility for common
• Guard against difference in rate
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TEN COMMANDMENT TO EFFECTIVE LISTENING
• Thinking is faster than speaking
• (250-500 words) (100-150 wp. min)
Feed back-
- Self f- Normal Development
- Listener - Constructive, descriptive, Specific, solicited, immediate
- Supportive – Sharing thoughts
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TEN COMMANDMENT TO EFFECTIVE LISTENING
Noise –Where Encoded & Decoded message is not the same.Semantic ProblemStatus EffectPhysical distractionsInformation overloadTime PressureCultural DifferenceTrust LevelPerceptual DistortionSelf Concept – Cross Transactions – ego state.Absence of two –way communication.
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MEDIUM
Written – Where formal records necessary
Visual- Can be ‘seen’ rather than ‘heard’ shop names, exhibits, etc.
Verbal-Most widely used- face-to face(choose words)
Vocal – Total quality accompanying words.
Non-Verbal- Gestures, facial, body language, expression, etc
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MEDIUM
Scott & Mitchell –purpose
* acceptance of organisation rules
* greater commitment of organisation objectives
* clarity responsibilities task etc
Functions – Control
Motivation
Emotional expression
Information
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MEDIUM
• Forms of Communication
Informal
Formal
Orders, technical information, procedures etc
Written ,verbal, vocal, visual, non verbal
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PROCESS
Medium Mode Of transmittalEncoding
DECODING
Receiver interpreting
Note
Feedback
Senders intendedMessage