COMMUNICATION

Dictionary Meaning

Communication (Com*mu`ni*ca"tion), n. - The exchange of

thoughts, messages, or information, as by speech, signals, writing, or

behavior.
Objective

• Process of Communication
• 7 stages of communication
• Possible Problems
• Types of Communication
• Good Listening
• Written Communication
The Process

SENDER
The Process

SENDER RECEIVER
The Process

Message
SENDER RECEIVER
The Process

Message
SENDER RECEIVER
Feedback
The Process

Message
SENDER RECEIVER
Feedback

It involves -
Sender
Receiver and
Medium
In words...

• Senders’ Side
– Expressing the thoughts in such a manner, that the
contents, intent and feelings are transferred as desired by
the sender.
• Receivers’ Side
– Understanding the message as the sender wishes it to be
understood.
Why Communication is Important

SENDER RECEIVER

Concept/Idea

in Brain
Why Communication is Important

SENDER RECEIVER

ENCODING

Concept/Idea

in Brain
Why Communication is Important

SENDER RECEIVER

i o n RECEPTION
iss
nsm
Tra

ENCODING

Concept/Idea

in Brain
Why Communication is Important

SENDER RECEIVER

i o n RECEPTION
iss
nsm
Tra

ENCODING DECODING

Concept/Idea

in Brain
Why Communication is Important

SENDER RECEIVER

i o n RECEPTION
iss
nsm
Tra

ENCODING DECODING

Concept/Idea UNDERSTANDING
in Brain
Why Communication is Important

SENDER RECEIVER

i o n RECEPTION
iss
nsm
Tra

ENCODING DECODING

Concept/Idea UNDERSTANDING
in Brain
Feedback
Why Communication is Important

SENDER MEDIUM RECEIVER

i o n RECEPTION
iss
nsm
Tra

ENCODING DECODING

Concept/Idea UNDERSTANDING
in Brain
Feedback
Why Communication is Important

SENDER MEDIUM RECEIVER

i o n RECEPTION
iss
nsm
Tra

ENCODING DECODING

Concept/Idea UNDERSTANDING
in Brain
Feedback
7 Stages

• Idea/Concept Generation
• Encoding
• Transmission
• Reception
• Decoding
• Understanding
• Feedback
Idea/Concept Generation

Vague/Raw Idea
Idea/Concept Generation

Vague/Raw Idea

REFINEMENTS
Idea/Concept Generation

Vague/Raw Idea

REFINEMENTS

Clear/Final Idea in
the brain
Possible Problems

• Conveying Idea at the RAW Stage

• Not waiting for Refinements or second

thoughts

• Not allowing the idea to Ripen - not

thinking deeply
ENCODING

• Converting the idea/concept into a medium of

expression, using -
– Written medium

– Oral medium

– Gestures & Actions

• so that the target audience can understand

Possible Problems

• Limited vocabulary
• Problem in usage
• Style of writing
– Long and narrative
– use of unnecessary jargon
– Writing
• Speech
• Too much of focus on gestures / action
Transmission

• The ‘final idea’ suitably ‘encoded’ is finally

despatched to its final destination.

• It involves -
– Mode of expression

– Surroundings

– Channels used
Possible Problems

• Noisy Surrounding

• Frequent disturbances

• Quality of print - in cases of written documents

• Transmission Speed - too fast or too slow

RECEPTION

• The receipt of the message by the target, using

• EARS

• EYES
Possible Problems

• Receivers Limitations
– casual listening

– side talks

– thinking...

• Not matching the senders’ thought speed

• Surroundings
DECODING

Receipt of Message
DECODING

Receipt of Message

Using Personal Filters

DECODING

Receipt of Message

Using Personal Filters

Using this Filtered message for interpretation

DECODING

Receipt of Message

Using Personal Filters

Using this Filtered message for interpretation

What are these Filters ?

Mental screens which prevent message from reaching

its destination in its desired form. For eg.

• Receiver’s Perceptions

• Beliefs & Values

• Knowledge & Awareness

• Interests & Likings

Understanding

• Evaluation of the message finally received for its

content and intent

• Prepare for feedback

FEEDBACK

• Essential to complete the cycle of communication.

• Process same as followed by the sender

 AT ??
H
SO W
• 7 stages - possible areas for ERROR

• Not that easy as it appears to be

• It affects others as well

• It consumes a lot Time & Effort

• Affects relationships

mpo rt a nt?
i ca t ion i
un
Is Comm
 I O N
A T
N I C
M U L F
O M SE
C
D O U R
AN Y
S T CT
E R RE
N D OR
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an
Communication Type

• VERBAL

– Factual /Intellectual content

• NON-VERBAL

– Gestures, facial expressions, voice, tone etc.

Verbal Communication
What is ACTIVE LISTENING

• Listening is of 3 types
– Peripheral listening
• Listening on the outside
• One can ‘Tune In’ when required
– Attentive Listening
• Appear to be listening, but internally planning your own speech
– Active Listening
• Listening with Empathy - grasping his feelings , thoughts etc.
Effects of Poor listening

• Increases defensiveness of speaker

• Shifts attention from task at hand
• Loss in Quality of communication
• Distortion of Meaning
• Demotivation
• Misunderstanding
E !!
H IS
P A T
E M
f or e
e re
Th
Useful Tips on Active Listening

• It is an Active Process - interact with the speaker

• Attend to nonverbal clues
• Try to get the main idea of the message
• DON’T Anticipate what the speaker will say
• Question the Logic/ and reliability of what one hears
As a Listener .....
• Observe for
– Eye Contact
– Body Posture
– Expression on Face
– Gestures
• Listen for
– Tone of the voice
– Kind of language used etc.
• Respond Properly using -
– verbal or non-verbal acknowledgements
– clarifying questions
– paraphrasing
Non Verbal Communication

• Substantial part of any

communication - about 93 %
• Primary indicator of how a
person is feeling
• More reliable in contradictory
situations
• Usually unintentional &
unconscious - truer and
spontaneous
• Interpretation to be done with
Caution
Components of Non-Verbal Communication

• Visual
– Image
– Facial expressions
– Eye movements
– Posture
– Gestures
• Tactile (Touch)
• Vocal (How things are said?)
• Spacial
– Body closeness
– Furniture arrangement
Improving Nonverbal Communication Skills

• Face the other person

• Lean towards the other person
• Maintain eye contact
• Be relaxed
• Show respect for the other person
• Practice ACTIVE LISTENING
• Do not evaluate - but try to understand
INTERPRETING BODY
LANGUAGE
STEEPING
Self confidence POSTURES AND GESTURES
(Intellectual arrogance)
HAND CLASP POSTURES AND GESTURES
Anxious , Controlled
NOSE TOUCH POSTURES AND GESTURES
Doubt
 POSTURES AND GESTURES

"L" CHIN REST

Critical Evaluation
 POSTURES AND GESTURES

MOUTH BLOCK
Resisting speech
 POSTURES AND GESTURES

ARMS UP

Reserved
Defensive
 POSTURES AND GESTURES

ARM / LEG
CROSS
Closed
Unconvinced
 POSTURES AND GESTURES

LEAN
FORWARD
Ready !
 POSTURES AND GESTURES

LINT PICKING
Disapproval
 POSTURES AND GESTURES

LEANBACK
Confident , Superiority
EXPRESSIONS OF EMOTION

Facial expressions convey emotions

with much more accuracy than voice
tone or even body postures.
WHEN IN DOUBT,
WATCH THEIR FACES
AND
TRUST YOUR OWN
JUDGEMENT !
 What is your
communication
style ?
Communications Styles
Socialzer

Open Direct

Director
Rela
ter

Indirect Self-contained

Thinker
Communication Styles

• Socializer
– communicate in an open and direct manner
– speak quickly and less concerned about other styles
– emotional
– sharing & hearing other’s feelings

• to interact with them

– don’t hurry a discussion
– be entertaining
Communication Styles

• Director
– direct about expectations
– feelings self-contained
– immediate returns
– dominating / express tough emotions

• to interact with them

– be precise,efficient and well organized
– keep communications businesslike
Communication Styles

• Thinker
– Feelings self-contained
– Indirect about concerns for task accomplishment
– Perfectionists so critical / picky
– non-confrontational and think before they speak

• to interact with them

– be systematic,organized
– provide solid,tangible and factual evidence
– explain all alternatives and their advantages & disadvantages
Communication Styles

• Relater Style
– Indirect about their desires
– Open about feelings
– Supportive and acquiescent when they talk with others
– want to know about others reactions before a decision
– speak what the listener wants to hear (dislike conflict)
– express tender feelings/hate tough emotions

• to interact with them

– support their feelings & show personal interest
– actively listen
– move along informally
Written Communication

• Lasts longer

• Influences your career

• Good writing is a better mode of communication

What matters in written communication

• Content

• Style & techniques to avoid mistakes

Tips for CONTENT

• Organize thoughts

• Focus on purpose

• Analyze audience

• choose appropriate format

Tips for CONTENT

• Getting organized
– Focus
– Free association
– Connect ideas
– Branches Mindmapping
– Key words
– Symbols/images
– Color
Tips for CONTENT

• Purpose
– I want (WHO) to do (WHAT) because (REASON).
• Anlyzing audience
– Put yourself in reader’s shoes
– listen
• Choosing format
– Memos
– Reports
– Business Letters
Tips for STYLE

• Clear
– Active Voice

– Avoid jargon

– Be direct

• Concise
– Short words,phrases,sentences and paragraphs
Tips for STYLE

• Readable
– Catchy title/headline
– Use visuals
– Highlighting & spacing
– Humor
– Punctuation
– Editing
– Common Errors
What was covered....

• The Process of Communication

• The 7 stages of communication
• The Problem Areas
• Active Listening
• Communication Styles
• Tips for Written Communication
As soon as you move one step up from the bottom,
your effectiveness depends on your ability to reach
others through the spoken or written word.

Peter Drucker
This is just the beginning...