Communication
is effective and successful only when the recipient gets the same msg as
intended by the sender.
"Communication" can be defined as 'the exchange of information,
ideas and knowledge between sender and receiver through an accepted code of
symbols.'
The msg
encoding is thru words, actions, signs etc. Receiver decodes it. Receiver’s
response is called feedback.
The essentials of effective
communication are:
1. A common communication environment
2. Cooperation between the sender and receiver
3. Selection of an appropriate channel
4. Correct encoding and decoding of the
message
5. Receipt of the desired response or
feedback.
Characteristics of general
Communication:
1.
Contains
a general message
2.
Informal
in style and approach
3.
No
set pattern of Communication
4.
Mostly
oral
5.
Not
always for a specific audience
6.
Doesn't
involve the use of technical vocabulary
Characteristics of technical
Communication:
1.
Contains
a technical msg
2.
Mostly
formal
3.
Follows
a set pattern
4.
Both
oral and written
5.
Always
for a specific audience
6.
Frequently
involves jargon, graphics, etc.
LEVELS OF COMMUNICATION
1.
Extrapersonal
Communication
Communication between human beings and non-human entities. For example,
communication between you n your pet
2.
Intrapersonal
Communication
This takes place within the individual. The electrochemical impulse that
the brain sends and receives is a message included in this type
3.
Interpersonal
Communication
Sharing of information among people.
Interpersonal Communication differs from other forms of Communication.
In this there are few participants involved, the interactants are in close
physical proximity to each other, there are many sensory channels used, and
feedback is immediate. This can be formal or informal.
4.
Organizational
Communication
Communication in an organization takes place at different levels. Large
number of employees, therefore there should be a proper networking system.
This kind of Communication can be divided into:
- Internal-operational: all Communication that occurs in conducting work
within an org is classified as int-operational
- External-operational: the work related Communication that an org does
with ppl outside the org is called ext-operational
- Personal: all Communication in an org that occurs without a purpose as
far as business is concerned is called personal Communication.
5.
Mass
Communication
For a large audience that is heterogeneous and anonymous. The several
media are journals, books, newspapers, television, radio, social networking
sites, circulars, pamphlets, etc. oral Communication requires equipments such
as microphones, amplifiers, visual media, etc.
Characteristics of this type of Communication are: Large reach,
impersonality, presence of a gatekeeper.
Gatekeeper: One who monitors or oversees the actions of others. A mediator. For example, a newspaper editor is a gatekeeper.
FLOW OF COMMUNICATION
Information of various kinds flowing through formal channels, such as
policy or procedural changes, orders, instructions, confidential reports, etc.,
is classified as formal communication.
Downward Communication
When managers inform, instruct, advise or request their subordinates
Upward Communication
When subordinates send reports to their superiors.
Lateral or Horizontal Communication
This Communication takes place among peer group or hierarchically
equivalent employees
Diagonal or Cross-wise Communication
Flows in all direction
Eg. Sales manager communicates directly with V.President (production), who
is not only in a different division, but also at a higher level in the org
Channels of Communication in an
Organization
1.
Internal
1.1.
Formal
1.1.1. Vertical
1.1.1.1. Upward
1.1.1.2. Downward
1.1.2. Horizontal or Lateral
1.1.3. Diagonal or Crosswise
1.2.
Informal
1.2.1. Grapevine Communication
2.
External
2.1.
Inward
2.2.
Outward
BARRIERS TO COMMUNICATION
A barrier is an obstacle which prevents
something from getting through to the destination or the receiver. Barriers may
lead to your messages getting distorted.
Types of barriers are as follows:
1.
Personal / Socio-Psychological Barriers: The
psychological state of the receiver will influence on how the message is
received.
a.
Unjust assumptions: People
may make various assumptions on what they see or perceive.
b.
Closed mindedness: Certain
people think they know everything about a particular subject and are not
prepared to accept that they can be mistaken. Statements like, “Women cannot be
superior to men” or, “Young people are irresponsible” are signs of closed
mindedness which is a barrier in communication.
c.
Snap reactions: Sometimes
people are in a hurry to make conclusions about certain things. For example, an
audience may regard the speaker as boring with his/her opening remarks and may
switch off mentally.
d.
Defensiveness:
Trying to rationalize one’s mistake to avoid degradation of his status is
another barrier.
e.
Halo and Horns
effect: Communication with people depends with our past experience with
them. Having a bad experience with a particular person in the past may prevent
us from communicating freely.
f.
Stress: A
person who is stressed won’t be able to communicate because his/her mind is
pre-occupied with personal worries.
g.
Attitudes and
values: Many people are raised on the value system of their parents;
shedding those values from one’s upbringing can be difficult and may be a
barrier in communication.
h.
Filtering: A
bad day may make it difficult to speak or listen. This is known as filtering.
You are so occupied with your needs that your emotional state is guiding and
dictating the communication.
i.
Poor listening:
Most common barrier is lack of attention on the listener’s part. This happens
when people are forced to listen to information that is either irrelevant to
them or when it’s not of their interest.
j.
Self image:
An individual has an image of himself which is his “Self Image”. So the person
is attentive only to those messages which boost his self image and reject
messages which threaten that self image. This is a kind of selective listening.
Overcoming Personal / Socio-psychological
barriers: Keep an open mind, be open to change, be sensitive, build
on a positive experience and be focused.
2.
Physical / Environmental Barriers:
a.
External noise:
Traffic or loud music \m/
b.
Environmental
stress: High temperature, humidity, wrong choice of font colours used
for a power point presentation.
c.
Physical stress:
Health issues.
d.
Time: If an
organization has clients all over the world, then it may create a barrier as
the time zones are different.
e.
Distance:
Partitions, walls, large furniture etc., may create barriers for employees
working in a company.
f.
Intricate lines of
communication: In large organizations, the chains of communications are
intricate which increases chances of distortion.
g.
Ignorance of medium:
Use of improper and unfamiliar medium may turn the medium into a barrier.
Overcoming Physical / Environmental barriers: Open
layout plan, minimize noise, use technology, mutual adjustments, using
streamline procedures and providing environmental comfort.
3.
Mechanical Barriers: Mechanical barrier stems from
a problem in machinery or instruments used to transmit the message.
a.
Defects in
machinery: Over time use
and improper maintenance. Small font used in a newspaper.
b.
Transmission
interruption:
Interruption in satellite communication.
c.
No access to vital
devices: Hearing aid,
amplifiers, telephones etc.
d.
Power failure: Power failures shutdown electrically
generated devices used for communication.
e.
Information
overloaded: Too many
messages jammed at the same time in a network cause a problem in transmission.
Overcoming mechanical barriers: Ensure
good working conditions and arrange for an adequate backup.
4.
Semantic / Linguistic Barriers: Semantics is related to meaning of
words.
a.
Existence of
different language:
several languages and dialects (A particular
form of a language that is peculiar to a specific region or social group).
b.
Faulty translation: Grammatical errors.
c.
Use of jargon: the term jargon refers to specialized
vocabulary that people belonging to a professional group might use. It should
be used only while communicating with people belonging to the same profession.
When used with a layperson, it may cause confusion and misunderstanding.
d.
Connotative and
Denotative meaning of words: Denotative means “Dictionary definition”, whereas connotative refers to
the associations that are connected to a certain word or the emotional
suggestions related to that word.
e.
Multiple meaning: Let’s take an example of the word
‘fare’. It may mean a ‘bus fare’ or also when it’s used to ask, “How did you
fare in your exams”.
f.
Homonyms: Two words that sound the same but
have different spellings and meanings as well.
g.
Different accents: People of different countries may
speak in English, but the accents are different in different countries.
Overcoming semantic / linguistic barriers: Learn
new languages, speak slowly and clearly, ask for clarification, check for
understanding, limit the use of jargon and provide information via multiple
channels.
5.
Cross – Cultural
Barriers: Occurs when people of different cultures meet.
a.
Language: In
the same language, the same words with slight variations may cause a barrier.
For example, use of ‘Yeah’ instead of ‘Yes’ by a person may label him as rude
or disrespectful.
b.
Dressing: Not
following the dress code may invite disapproving looks and would cause
prejudice in people’s mind.
c.
Body language:
Body language speaks the person’s character.
d.
Food: People
who prefer vegetarian food may not be comfortable enough to sit with a person
who prefers non-vegetarian food.
e.
Space: In some
cultures, people stand close to each other when they talk, whereas people of
other cultures would like to keep a distance.
f.
Use of time:
Time and punctuality is very much appreciated.
g.
Attitudes and
behavior: Feeling of superiority over other cultures is a great barrier.
Overcoming cross – cultural barriers: Study the culture before
communicating, respect others, attend cross – cultural training programmes and
keep an open mind
6.
Organizational Barriers:
a.
Complexity in
organizational structure: Greater the hierarchy, more the distortion.
b.
Status differences:
Differences in authority of employees creates a barrier in communication.
c.
Job specialization:
Increasing specialization may create a barrier where an employee belonging to
one department may not mingle with people of other departments.
d.
Information
ownership: An individual may not want to share specific information with
others because it would mean dilution of his power base.
e.
Time pressures:
Deadlines may result in messages and information being distorted.
f.
Information
overload: Too much information for a person may reduce his ability to
concentrate effectively.
Overcoming organizational barriers: Use
multiple means of communication, increase communication among different levels,
give clear and concrete instructions, minimize status barriers and create an
atmosphere of trust.
High level global books may categorize
types of barriers as follows:
Intrapersonal
barriers
1.
Wrong assumptions
2.
Varied perceptions
3.
Differing background
4.
Wrong inferences
5.
Impervious categories
6.
Categorical thinking
Interpersonal
barriers
1.
Limited vocabulary
2.
Incongruity of verbal & non-verbal messages
3.
Emotional outburst
4.
Communication selectivity
5.
Cultural variations
6.
Poor listening skills
7.
Noise in the channel
Organizational
barriers
1.
Too many transfer stations
2.
Fear of superiors
3.
Negative tendencies
4.
Use of inappropriate media
5.
Information overload
FORMS OF COMMUNICATIONS
VERBAL COMMUNICATION
Includes oral and written Communication
1.
Effective Speaking:
a.
Presentation and speeches
b.
Planning
I.
Occasion
II.
Audience
III.
Purpose
IV.
Thesis
V.
Material
c.
Structuring
I.
Introduction
II.
Main body
III.
Conclusion
d.
Preparing an outline
e.
Delivery
Types of delivery
I.
Speaking from notes
II.
Speaking from memory
III.
Reading from a manuscript
f.
Controlling nervousness and stage fright
2.
Writing
a.
Right words and phrases
I.
Use familiar words
II.
Use concrete and specific words
III.
Use abbreviations sparingly
IV.
Avoid clichés
V.
Avoid excessive use of jargon
VI.
Avoid foreign words and phrases
VII.
Avoid redundancy and circumlocution
VIII.
Avoid discriminatory writing
b.
Sentences
c.
Salient points of sentence construction
I.
Prefer short sentences
II.
Break the sentence
III.
Be stringent with words
IV.
Prefer right ordering and proper emphasis
V.
Prefer active voice
VI.
Avoid ambiguous (unclear or having a double meaning)
sentences
d.
Sequencing of sentencing
3.
Reading
a.
Predicting
the text
b.
Skimming the text
c.
Understanding the gist
d.
Topic sentence and it’s role
e.
Scanning
f.
Inferring meanings: Lexical and contextual
g.
Note – making
I.
Outline / linear method
II.
Sentence method
III.
Schematic / mapping method
h.
Transfer of information
I.
Visual aids
II.
Interpreting and transferring
III.
Graphical information
i.
Understanding discourse coherence
4.
Effective listening
a.
Process of listening
b.
Poor listening habits
c.
Types of listening
I.
Informative listening
II.
Attentive listening
III.
Relationship listening (Empathetic listening)
IV.
Appreciative listening
V.
Critical listening
VI.
Discriminative listening
d.
Effective and ineffective listening skills
e.
Strategies for effective listening
I.
Decide what are your goals for the conversation
II.
Be aware of your options
f.
Payoffs of effective listening
g.
Barriers to effective listening
h.
Active and passive listening
NON-VERBAL COMMUNICATION
1. Kinesics (Body
Language)
a.
Personal appearance
b.
Eye contact
c.
Gestures
d.
Touch
e.
Facial expressions
f.
Postures
2. Haptics
(Communication through touch)
3. Proxemics
(Distance/Space)
a.
Intimate
b.
Personal
c.
Social
d.
Public
4. Chronemics
(Time)
5. Paralinguistics
(Voice Modulation)
a.
Quality
b.
Volume
c.
Pace/Rate
d.
Pitch
e.
Articulation
f.
Pronunciation
g.
Voice modulation
h.
Pauses
i.
Effect of silence
