Download - Lecture 2 Comm Barriers and Orgnstn
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Recap last weeks lesson More barriers to communication
Listening
Top ten tips for better communication Organisation chart
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By the end of this lesson, you should know: Why communication breaks down
How to achieve effective communication
The structure of an organisation How people communicate within an
organisation
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In groups of 3 or 4, divide yourmahjong paper into two sections. Onthe left side, write down everything
you remember from last weeks lessonon The process of communication
(10-15 minutes)
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Noisephysical, technical, psychological
Poor timing
Non-verbal signals
Language Lack of interest
Pre-judgment
Relationships
Emotions
Systems(no proper procedure)
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Barriers to communication
Inappropriate
timing
Mental distractionsHealth concerns
Nonverbal
distractions
Physical distractions
Pre-judgment /
bias
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Physical Bus stop, train station
Technical DiGi, poor connection in elevators
Psychological Receiver of the message is thinking of something
else
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Poor timing
The sender is not aware of the mood of thereceiver or event when sending the message
Example: approaching employer for a raisewhen the company has just made an
announcement that it is almost bankrupt
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Prejudice Male / female
Young / old
Rich / poor
Receiver cant fix prejudice. Just be prepared
Pre-judgment also happens because of ourframe of reference (background knowledge &experiences)
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Cultural relativism
judging cultural values and
behaviors, usually against
your own standards.
Im better
than you
Im better
than you
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No procedures or instructions forcommunication Who to send the message to?
How?
When? Wrong people getting the
wrong message at the
wrong time
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Hearing Listening
Physiological process, involves the
vibration of sound waves on our
eardrums and the firing of
electrochemical impulses from theinner ear to the central auditory
system of brain.
Involves paying close attention to,
and making sense of, what we hear.
+ +
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Appreciative listening- for pleasure or enjoyment
Empathic listening- to provide emotional support
Comprehensive listening- To understand the message of the speaker
Critical listening
- To evaluate a message for purposes of accepting orrejecting it
Employers rank listening as one of the
top five skills for employees
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Hearing
Filtering
Interpreting
Responding
Remembering
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Hearing
A physiological process.
A passive activity requiring no conscious effort. A prerequisite for listening
Filtering
It is the elimination of unwanted stimulus.
It may be external (things which you have nocontrol over, e.g. noise, odour, events occuringaround you)
or internal (headache, deadlines, information you
need) Filtering allows a listener to focus on stimulus that
are of specific interest.
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Interpreting
The message is interpreted by assigning
meaning to the stimulus. We tend to filter the contents of a message
based on our experiences, knowledge,emotions, and beliefs (frame of reference)
Therefore the message received can be
different from the message intended.
Responding
Responding provides feedback to the sender ofthe message.
Responses can be direct verbal responses ornonverbal response such as a nod or athumbs-up signal.
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Remembering
It involves recalling the information at a later time.
The success of this element depends on theassociation (relationship) placed on the stimuliduring interpretation.
Untrained listener retains only half of what she
hears in a casual conversation within hours of theevent and one fourth of it 2 days later.
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Guidelines for effective listening
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Concentrate on the message
Normally people speak 150 to 200 words in aminute.
They listen 400 to 500 words a minute. This gap
makes it easy for the mind to drift Concentration is key to effective listening
Listen for main points and hidden messages
Facts? Opinions? Inferences?
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Determine the purpose of the message
3 modes of listening:1) cautious listeningused to understand and
remember both the general concept and all thedetails of the message.
2) skimmingused when you want to
understand the general concept of themessage.Pay attention to statements like My point isThe things to remember are
3) scanning- used to focus on the details ofspecific interest. There is a high possibilityyour mind may wander.
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Keep an open mind
Dont allow biases and prejudices to influencelistening.
Dont evaluate a message until you have heard theentire message
Provide feedback verbal and/or nonverbal)
Paraphrasing can be a form of feedback.
It lets the speaker know you understood the
message as it was intended.
Minimize note taking
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Analyse the total message
Listen between the lines
Use both visual and verbal observation to analyzethe message
Body language and tone of voice are accurateindicators of the intent of the message.
Do not talk or interrupt
An individual cannot talk and listen effectively at
the same time. Learn to differentiate between mid-thought pause
and the end of the speakers comments.
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Helps build relationships Solve problems
Ensure understanding
Resolve conflicts Improve accuracy
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Get into the same group and brainstorm:
Based on what you learnt about the process ofcommunicationand the barriers of
communication, give your opinion on top tentips for better communication.
Write your ideas on the right side of the
mahjong paper.
(10-15 minutes)
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1. Know the aim of the communication inform / persuade / request?
2. Know the receiverWho? Whats theirbackground knowledge / experience /
culture?3. Know the circumstancesis the situation
urgent / serious / emotional / dangerous?4. Know the effecthow will the message
affect the receiver? Whats the receiversreaction? How to make it achieve thedesired aim?
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5. Listen intelligently6. Use appropriate language clear and simple
7. Be open-minded consider other peoplesviewpoint
8. Select appropriate method / channel forcommunication
9. Time your communication carefully when
to say it? How much time will it take?10. Obtain feedback if communication failed,
ask yourself why and improve on it.
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Organisational communication
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Internal / external
Formal / informal
Internal communication
Within the company within the company
External communication: Within the company outside the company
Formal communication occurs throughestablished lines of authority. Written or oral
sent to
sent to
Written, oral,electronic
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Downward communication Superior to subordinate
Upward communication Subordinate to superior
Horizontal communication Among peers (same status)
Diagonal communication
More than one department, no obvious line ofauthority Depends on goodwill, cooperation and
respect
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If there is no proper communication systems...
Vehicle for distortion of truth, rumour andgossip
Can cause damage by spreading incompletefalse or exaggerated information
Can result in low morale, fear.
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1. In your group, draw your own organisationalchart of your invention company using these
job positions:
Chairman Managing Director
Marketing Manager Marketing executive
Project Manager Project executive
Human Resources Manager HR executive
Finance Manager Finance Executive
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2. Then, give one example of each kind ofcommunication (draw arrows):
a) Downward communication
b) Upward communication
c) Horizontal communicationd) Diagonal communication
For each situation, determine:
Who is speaking to whom?
What is the communication about?
How are they communicating what method)?
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Giving weekly report
face-to-face
meeting)
Giving information
on budget for