Professional Documents
Culture Documents
COMMUNICATION
Presented By
Mr. Iftikhar Ahamd
Director Executive Development Center
COMMUNICATION
Harvard Business Review rated The ability to communicate the most important factor in making an executive PROMOTEABLE than ambition, education, and the capacity to hardwork.
Objectives
Understanding essential aspects of communication process Describe factors influencing communication process Discuses the levels of communication Discuss the element of communication process
Communication
A two way process involving the sending and receiving of message, exchange of ideas or thoughts, transmission of feelings, interaction between people.
Purposes of communication
Expressing needs and requirements Giving Briefings, instructions & telling procedures Persuading and motivating stakeholders influencing others Obtaining information Initiating action
To initiate change that promotes congenial understanding among people To establish a trusting relationship with a client and support persons Prevent legal problems associated with the business practices
Communication
Why do we receive or accept communication Having shared objectives Establishing relationship or understanding others point of view Matching our needs, wants or interests
Communication
Why do we receive or accept
communication
Confirming our ideas, belief attitudes Easy to understand with out efforts Source is credible or respectable Challenging our ideas
Communication
Why do we receive or accept
communication
In short
Credibility & congeniality decides the Quality of message accepted or rejected.
Perceived authority
Congeniality
Define communication
What is the purpose of business communication What are the factors that affect the communication of an individuals
Principles of Communication
They are present in all communication networks and process.
Communication is unavoidable
Communication operates at two levels: context message
Relational messages (like affinity, control)
Stronger decision making Faster problem solving Earlier warning of potential problems increased productivity and steadier workflow Stronger business relationship Clearer and more persuasive marketing messages
Enhanced professional images for both employees and employers Lower employees turnover and higher employee satisfaction Better financial results and higher return to investors.
Provide practical information Give facts rather than vague expressions Present information in a concise, efficient manners Clarify expectations and responsibilities Offer compelling, persuasive arguments and recommendations
Levels of communication
Interpersonal level: All the verbal and nonverbal activities people use when communicating with one another Intrapersonal level : Is the communication that you have with yourself ( Self - take ) Public communication :Is the communication that you have with public Require greater degree of formality
1- Sender
A person or group who wishes to convey a massage to another ( Source encoder ) , this mean that the person or group sending the massage must have an idea or feeling into a form that can be transmitted .
Sender
Encoding : Selection of specific
signs or symbols (codes ) to transmit the massage , such as : Language and words to use How to arrange the words What tone of voice and gesture to use .
Sender
2- Message
What is actually said or written The body language that accompanies the words , and how the massage transmitted Talking face to face with a person may be more effective than telephoning or writing a message
Message
Recording a message on a tape or communicating by radio or television may be more appropriate for larger audience . Written communication is often appropriate for longer explanations or for communication that needs to be preserved
Message
Media
(Path or route)
It is the medium used to convey the massage and it is target any of the receivers sense
Media should be appropriate for the message and it should help make the message more clear
Media
Types of media
Visual (pertaining to eye sight) Written (by pen) Oral (by mouth) Electronic (e-voice all IT based)
Media
Choice of Medium affected by: Need for record Direction of the information flow Number of people to be reached Confidentiality Nature of the information length, complexity, speed of transfer Cost of the medium
Channel (Term)
It is the medium used to convey the massage and it is target any of the receivers sense
Channel should be appropriate for the message and it should help make the message more clear
Channel
4- Receiver
Is the listener who must listen , observe , and attend (Decoder), who must perceive what the sender intended (Interpretation). Perception uses all the senses to receive verbal and nonverbal message . If the meaning of the decoding message matches the intent of the sender , then the communication has been effective
Receiver
Ineffective communication occurs when the message sent is misinterpreted by the receiver. According to the sender intent , depends largely on their similarities in knowledge and experience and sociocultural background
Receiver
To decode mean : to relate the message perceived to receiver , storehouse of knowledge and experience and to sort out the meaning of the message
Receiver
Response (feedback)
Is the message that the receiver returns to the sender during communication The receiver decode the message , unless the message has not in fact been received .and can be : Verbal Non verbal Both
Feed back
Environment
The sender and receiver environment play a critical role in the understanding the message Elements of environment: symbols : the use of common language and terms Cultural environment : common interpretation of verbal and nonverbal communication Formal and informal communication within organization Noise : mental or physical noise
Environment
Method of communication
1- Verbal 2- Nonverbal
Verbal
Is a largely conscious because people choose words they used During verbal communication the nurse should consider the following : 1- Pace (speed)and intonation(tone) :the manner of speech as in the pace or rhythm
verbal
Intonation can express sadness, anger The pace of speech can indicate interests , anxiety , boredom or fear
Verbal
3- clarity : is saying exactly what is meant , to speak slowly . 4- brevity :using the fewest words necessary 5- timing and relevance :choose the best time and related topics or not to ask several question at once (the nurse is help the client to express the concerns then to deal with those concerns
verbal
6- Adaptability : spoken message need to be altered in accordance with behaviors cues from the client .( to choose her tone according to the patient feeling and behaviors ) 7- Credibility :worthiness of beliefs , trustiness( I dont know the answer of that but I will fined the person whom find )
verbal
8- Humor(joking) :reducing tension by providing a different perspective and promoting a sense of well being
Non Verbal
3- facial expression : 4- Eye contact : 5- Gesture :hand and body gesture may clarify the spoken words
C- Social :4-12 feet: a clear visual perception ( nurse make a daily round )
5- Territoriality:the concept of the space and things that individuals considered their own . The nurse need to take a permission if she want to remove any object from the patient area 6- role and relationship:change the tone of the voice according to the roles (especially doctor , nurse and students ) 7- Environment :people communicate effectively in a comfortable environment
8- Congruence :the verbal and non verbal message match 9- interpersonal attitudes :attitudes such as caring , warmth , respect and acceptance facilitates communication
Conclusion
Thank you