COMMUNICATION

Among personal qualities possessed by college graduates the ability to communicate effectively was ranked first by employers. From a survey of 480 companies and public organizations conducted by the National Association of Colleges and Employers. WSJ, Dec 29, 1999 Communication Outcomes Describe the communication process. List typical barriers to effective communication. Contrast the differences between the grapevine and rumors. Discuss other considerations for effective communication. Communication Efficient communication is ESSENTIAL to being successful in life. The biggest source of interpersonal problems is poor communications. The key to the communication process is to be UNDERSTOOD. The aim of communication is the transference and understanding of information between two or more people. Communication must always be between two or more people, one the sender and the other receiver. You participate in both roles and your role will change alternatively and frequently in conversation. The Communication Process Communication Feedback We may say that communication has occurred only when the message has been understood. Understanding occurs in the mind of the receiver. Feedback is critical to ensure that accurate understanding of the message has occurred. Barriers to Communication Barriers to accurate communication Unfamiliar language including dialects and accents Improper timing Is the boss distracted today? Noise and distractions in the environment Attitude of both the source and the receiver Differences between people gender, age, culture, education, intelligence, etc. Relationship between the sender and the receiver status, boss-employee, parent-child, etc. Barriers to Communications Filtering manipulation of information so that it will seem more favorably to the receiver. Selective Perception receiver hears message based on his/her interests, needs, motivations, experience, background and other personal characteristics. Defensiveness response when receiver interprets message as threatening Language Words mean different things to different people. Communication Enhancers Speaker Voice inflections Gestures Body language Listener Active listening Eye contact Communication Communication occurs in three directions in organizations Upward communications Downward communications Lateral communications

I Heard It on the Grapevine The grapevine is an informal communication network within an organization. Research reflects that about 75 % of the communication in the grapevine is accurate. Rumors Response to situations that are IMPORTANT to us, and There is AMBIGUITY between what is going on and what was said, and Under conditions that arouse ANXIETY, such as time off, pay programs, layoffs, etc. Rumors have no basis in accuracy. Can management control rumors? NO! Management, however, can do some things to minimize the rumors. Suggestions for Reducing the Negative Consequences of Rumors Announce timetables for making important decisions Explain decisions and behaviors that may appear inconsistent or secretive Emphasize the downside, as well as the upside, of current decisions and future plans. Openly discuss worst case possibilities it is almost never as anxiety provoking as the unspoken fantasy. Communications Did you know? People remember: 10 percent of what they read 20 percent of what they hear 30 percent of what they see 50 percent of what they see and hear 80 percent of what they say 90 percent of what they say and do Communications did you know? If you tell 100 people something without repetition: After 24 hours, 25 percent have forgotten it After 48 hours, 50 percent have forgotten it After 72 hours, 75 percent have forgotten it After one week, 96 percent have forgotten it The Ten Commandments of Good Communication Seek to clarify your ideas before communicating Examine the true purpose of each communication Consider the total physical and human setting Consult with others in planning communications Be mindful of the overtones as well as the basic content of your message Take the opportunity to convey something of help or value to the receiver Follow-up your communication Communicate for tomorrow as well as today Be sure your actions support your communications Seek not only to be understood but to understand - be a good listener Summary Successful communication requires understanding by the receiver. The communication process model includes a source, a message, encoding, a channel, decoding, a receiver, and, especially feedback. Communication in organizations occurs in upward, downward, and lateral directions. Conclusions The key to the communication process is to have understanding on the part of the receiver. There are many barriers to good communications that must be overcome for communications to be successful. Learn to be an active listener as part of successful communications. Final thoughts Communicating to be understood and being a good listener are crucial. Another important aspect of communication is to think about what you are saying before you say it. Todays communications set the tone for tomorrows relationships.

DEFINITION OF COMMUNICATION BARRIERSDEFINITION OF COMMUNICATION BARRIERS Aspects of or conditions in a workplace that interfere with effective exchange of ideas or thoughts. Such barriers include (1) status differences (2) gender differences (3) cultural differences (4) prejudices (5) the organizational environment BARRIERS TO EFFECTIVE COMMUNICATION PYHISICAL BARRIERS ORGANISATIONAL BARRIERS CULTURAL BARRIERS LANGUAGE BARRIERS CHANNEL BARRIERS INTERPERSONAL BARRIERS INDIVIDUAL BARRIERS ATTITUDINAL BARRIERS LISTENING BARRIERS BARRIERS WHILE SPEAKING PHYSICAL BARRIERS Physical barriers are often due to the nature of the environment. Physical Organizational Barrier includes internal and external environment like : large working areas physically separated from others poor lighting staff shortage outdated equipments background noise ORGANIZATIONAL BARRIERS Poor organizational culture, climate Stringent rules and regulations Status and relationship Complexity Inadequate facilities/ opportunities of growth and improvement CULTURAL BARRIERSAge and gender Education and cultural background Social status and economic position Temperament Health and beauty Popularity Religion Political belief Ethics, values, motives Assumptions Aspirations Rules and regulations, Standards and priorities LANGUAGE BARRIERS Different languages, vocabulary, accents, dialects represent national/ regional barriers. Semantic gaps are words having similar pronunciation but multiple meanings. Badly expressed message, wrong interpretation and unqualified assumptions.

The use of difficult or inappropriate words/ poorly explained or misunderstood messages can result in confusion. CHANNEL BARRIERS If the length of the communication is long, or the medium selected is inappropriate, the communication might break up It can also be a result of the inter-personal conflicts between the sender and receiver Lack of interest to communicate Information sharing or access problems which can hamper the channel and affect the clarity, accuracy and effectiveness. INTERPERSONAL BARRIERS Lack of Trust Lack of Knowledge of non-verbal communication Wish to capture authority Fear of losing power of control Lack of Motivation Lack of co-operation, fear of penalty and poor relationship INDIVIDUAL BARRIERS Individual's perceptual and personal discomfort. Two individuals mental perception may/may not be identical Style Selective perception Halo effect Poor attention and retention Defensiveness Close mindedness Insufficient filtration ATTITUDINAL BARRIERS It comes about as a result of problems with staff in the organization. Limitation in physical and mental ability, intelligence, understanding, pre-conceived notions, and distrusted source divides the attention and create a mechanical barrier which affects the attitude and opinion. LISTENING BARRIERS Interrupting the speaker Not maintaining eye contact with the speaker Rushing the speaker to complete what he/she has to say Making the speaker feel as though he/she is wasting the listener's time Being distracted by something that is not part of the on-going communication Getting ahead of the speaker and completing his/her thoughts Ignoring the speaker's requests Asking too many questions, for the sake of probing BARRIERS WHILE SPEAKING Unclear messages Lack of consistency in the communication process Incomplete sentences Not understanding the receiver Not seeking clarifications while communicating Nonverbal Communication I Is it possible to communicate without words? Studies show that over half of your message is carried through nonverbal elements: Your appearance Your body language The tone and the pace of your voice.

Nonverbal Communication II We know the importance of first impression But first impressions happen everytime we initiate the communication. Before someone processes our verbal messages, She has taken in our appearance, Registered our enthusiasm and sincerety Noted our tone of voice and processed all into nonverbal message. Nonverbal Communication III If this message reinforce the content of verbal one, it means we send a powerful message. If the two messages do not match, they may cancel each other and that means nomessages delivered. Nonverbal communication part of this training is for learning how to create a powerfull nonverbal message that will support your verbal content.

Projecting a Powerful Image I How would you like to sound? How would you like to look? How did you look &sound ? The name of the difference is the image gap Projecting an image that is consistent with the person you want to be significantly improves your ability to develop trust &rapport Projecting a Powerful Image II Image can be critical to your success. It is definitely a key element of communication. Politicians, singers, anchormans, top managers It is irrational but people mostly judge the book by the cover. They expect a totaly different image from an executive and a rock musician. Businessworld expect neat, clean, energetic look which reflects that she is ready to work. Projecting a Powerful Image III Total image consists of: The first impressions you project The depth of your knowledge The breadth of your knowledge Your enthusiasm. First Impression First impression includes: Dress & grooming Voice Handshake Eye contact Body posture First Impression II Positive first impression make communications much easier and more comfortable. Negative first impressions can cut off a relationship before it gets started. Many people give up rather than trying to reverse the other peoples negative impression.

First Impression III Accent, Monotone and weak voice, poor vocabulary Cold, limp handshake Lower quality, with inappropriate colours, messy dressing style, dirty shoes Seldom eyecontact Poor posture, bad hygiene creates a barrier. Depth of Knowledge Depth of knowledge: in the area of expertise This refers how well you know your subject? Does the depth of your knowledge project credibility and command respect from your employees or do they say I could do her job as well as she can! As a part of your image learn your job very well. Breadth of Knowledge I Breadth of Knowledge: This area deals with your ability to converse with others in fields of outside area of expertise. The latest development in world events? Popular books and movies? Arts? Hobbies? Different interest areas? Touristic experiences? Breadth of Knowledge II By increasing the breadth of your knowledge, you will be able to develop rapport with others. Research has shown that the more people have in common, the better they like each other. Breadth of Knowledge III For increasing breadth of your knowledge it is recommended: to spend the nonproductive time as driving, doing home responsibilities with listening radio, watching TV plus reading weekly magazines, reading daily newspapers and min. 4 different books yearly and interacting with others, listening to them Enthusiasm Most people like to work with others who are enthusiastic about their work. Enthusiastic people seem to work harder, longer and more accurately than those who are not enthusiastic. Enthusiasm is a projected behaviour to others and make the others enthusiastic. Reverse is valid also. Projecting a Powerful Image The response you receive from the world around you is a measure of your success in interpersonal relations. From the beginning to the end of every transaction with another person, you are on the stage. Every word, gesture, expression and impression is being seen and evaluated Therefore be careful and respectful generally.. Language of Gestures Body language and nonverbal communication are transmitted through the eyes, face, hands, arms, legs and posture (sitting and walking) Each individual, isolated gesture is like a word in sentence; it is difficult and isolated dangerous to interpret in and of itself. Therefore consider the gesture in the light of everything else that is going on around you. Eyes Windows of the soul, they areexcellent indicators of feelings. Shifty eyes, beady eyes and look of steel demonstrate awareness. Honest person has a tendency to look you straight in the eye when speaking. At least listeners accept it like that. Eyes II People avoid eye contact with other person when an uncomfortable question asked. Try to reduce tension and build trust rather than increase tension.

The raising of one eyebrow shows disbelief and two shows surprise. People are classified as Right Lookers and Left lookers. Right Lookers are more influenced by logic and precision, Left Lookers are found to be more emotional, subjective and suggestible. The Face The face is one of the most reliable indicators of a persons attitudes, emotions & feelings By analysing facial expressions, interpersonal attitudes can be discerned and feedback obtained. Some people try to hide their true emotions. The term Poker Face describes them. Common facial gestures are: Frowns: unhappiness, anger Smiles: happiness Sneers: dislike, disgust Clenched jaws: tension, anger Pouting lips: sadness. The Hands Tightly clenched hands usually indicate that the person is experiencing undue pressure. It may be difficult to relate to this person because of his tension and disagreement. Superiority and authority are usually indicated when you are standing and joining your hands behind your back. The Hands II Rubing gently behind or beside the ear with the index finger or rubbing the eye usually means the other person is uncertain about what you are saying. Leaning back with both hands supporting the head usually indicates a feeling of confidence or superiority. Hands III Cupping one or both hands over the mouth, especially when talking, may well indicate that the person is trying to hide something Putting your hand to your cheek or stroking your chin generally portrays thinking, interest or consideration. Fingers bent across the chin or below the mouth most often shows critical evaluation. Cupping one or both hands over the mouth, especially when talking, may well indicate that the person is trying to hide something Putting your hand to your cheek or stroking your chin generally portrays thinking, interest or consideration. Fingers bent across the chin or below the mouth most often shows critical evaluation. The Arms and Legs Crossed arms tend to signal defensiveness. They seemingly act as a protective guard against an anticipated attack or a fixed position which the other person would rather not move. Conversely, arms open and extended toward you generally indicate openness and acceptance. The Arms and Legs II Crossed legs tend to show disagreement. People who tightly cross their legs seem to be saying that they disagree with what you are saying or doing. If the people have tightly crossed legs and tightly crossed arms, their inner attitude is usually one of extreme negativity toward what is going on around them. It may be difficult to get agreement. Posture: Sitting and Walking Sitting with your legs crossed and elevated foot moving in a slight circular motion indicates boredom or impatience. Interest and involvement are usually projected by sitting on the edge of the chair and leaning slightly forward. Generally, people who walk fast and swing their arms freely tend to know what they want and to go after that. Posture: Sitting and Walking II People who walk with their shoulders hunched and hands in their pockets tend to be secretive and critical. They dont seem to like much of what is going on around them. Dejected people usually scuffle along with their hands in pockets, heads down, and shoulders hunched over. People who are preoccupied or thinking, usually walk with their heads down, hands clasped behind their backs and pace very slowly. Interpreting Gesture Clusters Certain combinations of gestures are especially reliable indicators of a persons true feelings. These combinations are clusters.

Each gesture is dependent to others, so analysis of a persons body language is based on a series of signals to ensure that the body language clearly and accurately understood. Interpreting Gesture Clusters II All the individual gestures fit together to project a common, unified message. When they do not, this means a incongruity. For example: A nervous lough. A laugh generally signal of relaxation. But if there are nervous signals in body language that means the person is trying to escape from an unpleasent situation. Common Gesture Clusters Openness: Several gestures indicate openness and sincerety Open hands, unbuttoned coal or collar, leaning slightly forward in the chair, removing coat or jacket, uncrossing arms and legs, moving closer. Common Gesture Clusters Openness: When people are proud of what they have done, they usually show their hands quite openly. When they are not often put their hands into their pockets, or hide back When people show signals of openness that means they are generally beginning very comfortable in your presence which is good. Common Gesture Clusters Defensiveness: People who are defensive usually have a rigid body, arms or legs tightly crossed, eyes glancing sideways or darting occasionaly. minimal eye contact lips pursed, fists clenched and downcast head Common Gesture Clusters Evaluation: Evaluation gestures say that the other person is being thoughtful or is considering what you are saying. Sometimes in a friendly way sometimes in an unfriendly way. Typical evaluation gestures include tilted head, hand to cheek, leaning forward and chin stroking Sometimes evaluation gestures take on a critical aspect. The body is more drawn back The hand is to the face but the chin is in the palm of the hand with one finger going up the cheek and the other fingers positioned below the mouth. This is generally an unfavorable gesture. To gain time for evaluating the situation people use cigarette or pipe smoking habits, removing eyeglasses. A final negative evaluation gesture is dropping his eyeglasses to the lower bridge of noise and peering over them. This gesture usually causes a negative emotional overreaction in other people. Suspicion, Secrecy, Rejection, and Doubt: These negative emotions are communicated typically by: Sideways glances Minimal or no eye contact Shifting the body away from the speaker Touching or rubbing the nose. Suspicion, Secrecy, Rejection, and Doubt II

When a person does not want to look at you, it could mean he is being secretive, has private feelings in opposition to what you are saying or hiding something. A sideway glances means suspicion and doubt. Shifting your body from someone means you wish to end the conversation, meeting etc. Touching nose may indicate doubt or concealment. Common Gesture Clusters Readiness Readiness is related to the goal-oriented high achiever with a concern for getting things done. It communicates dedication to a goal and is usually communicated by sitting forward at the edge of a chair. This may negatively give the appearence of being overly anxious also. Common Gesture Clusters Nervousness Clearing ones throat, Chain smoking. Covering the mouth with hand, Tapping fingers Whistling, Jingling pocket change Fidgeting Twitching lips or face Common Gesture Clusters Boredom or Impatience These unproductive feelings are usually conveyed by the Drumming of fingers Cupping the head in the palm of the hand, Foot swinging Looking at your watch or the exit. Common Gesture Clusters Enthusiasm This is an emotion that you love to see in other people and they in you. It is conveyed by A small upper or inward smile Hands open and arms extended outward Eyes wide an alert A lively and bouncy walk A lively and well-modulated voice. Do we really communicate without words? Thats easy-we do!! Weve been doing that ALWAYS Is it possible that Two individuals speak out exactly the same words and create exactly the same impact. Seems almost impossible. WHY??? The non-verbal communication, though almost silent communicates volumes. Impact is a result of Verbal 7% (words) Vocal 38% (pitch, volume, intonation) Visual 55% (gestures, postures, all physical movements). Non verbal Communication Appeals to Feeling. All our conscious, calculated decisions are mostly a result of how we feel about a person. This feeling is nothing but an interpretation of all non-verbal cues or sub disciplines. The Sub-disciplines (KOPPACT) Kinesics Occulesics Paralanguage/Paralinguistic

 Proxemics Artifacts Chronemics Tactilics Kinesics- Body Movement Emblems- can be verbally translated (A nod means a yes). Illustrators- Gestures that accompany the verbal message and accentuate it. Adaptors- Unconscious body movements that may result out of nervousness. Why understand Kinesics... Emblems and illustrating gestures unless overt compliment oral communication. Illustrators (which normally accompany oral communication) if overemphasized can create disturbances. Adaptors are what reveal our secrets to our listener, interviewer, client, boss etc. Adaptors (the way our body adapts to nervousness/excitement) can be modified with awareness. Understand the kinesics (eg. Shaking of the legs caused due to nervousness) and consciously train yourself out of it. ....Kinesics (Hands) Clenched Hands- 'I know it all'. Emphasis, determination. Hands interlocked at crotch level- Not recommended. Pointing Finger- Offensive. Open Palm-Frankness, openness Tightened Fist- Anger, Determination Handshake Effective Handshake- Hold the hand properly(Acceptance,reciprocation). Shake it firmly, confidentially, Leave it gracefully (What ever be the gender). Do not hold for too long. Do not grip too tightly. Finger tip grip handshake- a mistake. Can be projected as Snooty or under confident. Let it not be sweaty. Let it not be dead and cold. It may be very routine... but is communicative. Do not initiate handshake with seniors unless congratulating. When senior initiates a handshake do it confidentially but let go as soon as his/her grip loosens. Arms Crossed arms across the chest- To be avoided. Arm movement (as illustrator) only close to the body. Arms flying here and there while communicating-not recommended. Let your arms hang down straight but not stiff. Posture... While standing- Be erect. Don't Slouch. Do not swing your weight from one leg to the other. Consciously divide your weight over both the legs (they will not shake even if nervous). Don't try to stretch on your toes for height effect (you will start swinging backward forward). While standing-Don't try to stretch on your toes for height effect (you will start swinging backward forward). If you are tall- seem reachable. Don't droop. Occulesics (Eye Movement) Eye contact is great. It builds connectivity. Let eye contact not turn into a stare. While communicating do not keep looking away. Shows dishonesty. If a panel is interviewing you- try eye contact with all. While reporting to a senior do not look around at others for re-assurance. When you keep looking away to far off people- it may be considered show off. In a formal set up Looking from the corner of the eye is weird. Creates suspicion. Do not pretend to see. The onlooker can make out. In a larger group make eye contact.

 Start with a pair of friendly eyes. Move on to the next pair. From specific pairs shift emphasis to a smaller group. Shift focus from one small group to the other. As a result you will connect with the entire audience. ParalinguisticVoice Set Situation, Mood, Age, Gender, Culture Voice Quality Volume, Pitch, Tempo, Rhythm, Articulaton, Accent Vocalization Style of Delivery- Eg. Thats Great. Thats Great! Voice Personality Hey, oh, umph etc. Proxemics- Space Related... Physical Space Intimate Zone (0-.5m) Personal Zone (.5-1.2m) Social Zone (1.2-3m) Public Zone(3m +) Personal Space must be recognised. Higher designation or status commands more authority over space. Shared Space calls for etiquettes (Space grabbing can result in negative attitude). Misinterpreting Space can hamper communication. Proxemics have to be understood while Planning conferences, meetings. Designing workable offices. Understanding cross-cultural settings. Artifacts Things that add to your appearance and personality. Clothes, Brands, Watch, Perfume, Pen, Wallet, Bag, Cell Phone, Car, Laptop, Hairstyle and so on. Chronemics Concept of time & its Impact (Culture) Being Prompt, Punctual, Time bound. Taking an appointment before meeting. Honoring Appointment. Informing the duration of a meeting. Hijacking someone else's talk time. Long telephonic conversations at work. Long talks, memeos, letters- time robbers. When is the right time to speak When should the information be passed on. When is the right time to call. When should a bad news be given. Tactilics Bodily Contact- Happens accidentally. Crowded bus/train/Lift etc.- Not purposeful. Touching with hands- Purposeful. Communicative Therapeutic Value Culture Based Touching self/touching others Non verbals are almost always culture dependent. egThe ok sign means, zero in France The ok sign is a money sign in Japan. The victory sign with your palm facing in is considered vulgar- in England.

In China People stand extremely close when conversing. Eye contact is minimal. Thumbs up sign means-Great. In Iran it means go to hell. In Indian Villages it is sign of teasing. In Germany -Moving your hand back and forth means no. It is improper to shake someones hand with their other hand in their pocket. Nonverbal Communication-impact Repeating Conflicting Complementing Substituting Regulating Improving Nonverbal Skills Be observant Dont assume interpretation is correct Consider the context Be aware of your own nonverbal behaviors Adapt open, reciprocative, confident gestures. They will become a part of you.