2. The Communication Process
55% of impact is determined by body language—
postures, gestures, and eye contact.
38% by the tone of voice, and
7% by the content or the words used in the
communication process.
3. The Communication Process
Communication is the process of sending and
receiving information among people…
Medium
Barrier
SENDER RECEIVER
(encodes) (decodes)
Barrier
Feedback/Response
4. Communication Roles People Play
• Gatekeeper : A strategic position in the network
that allows him/ her to control information.
• Liaison : Bridge between groups, tying groups
together and facilitating communication flow
needed to integrate group activities.
• Cosmopolite : links the organisation to external
environment for ex. With statutory
authorities, tech innovations etc.
• Isolate : work alone and communicate little with
others.
5. DO HIGH
HIGH
High Say, High Say,
Low Do High Do
Inconsistent Communication Best Communication
SAY
Low Say, Low Say,
Low Do High Do
No Communication Ineffective Communication
LOW
6. Individual Differences in
Communication
• Whereas women tend to listen and lend
social support, men tend to take control by
offering advice.When men do this, they are
asserting their power, contributing to a
communication barrier between the sexes.
• While men may complain that women are ‘
too emotional’, women may complain that
men ‘do not listen’
7. Informal Communication Network
• The Old Boys’ Network : We tend to communicate
most with those who are similar to ourselves on such
key variables as age and the time working on the job.
• The Snowball Effect : Like a snowball which does not
accumulate snowflakes randomly, but collects those
that are in its path. Research shows patterns of
voluntary turnover are not independently distributed
within a work group, but are the result of people’
influences on each other and informal communication
pattern among them
• Grapevine
8. Types of Rumours
• Pipe Dreams : It reflects people’s wishes ( Ex. This
year’s bonus will be higher than last year)
• Bogie Rumours : based on people’s fears and
anxieties. ( Ex. Large scale downsizing)
• Wedge Drivers : malicious rumours with the
intent of damaging someone’s reputation.
• Home Stretchers : Designed to reduce the degree
of ambiguity in a situation by ‘ completing the
puzzle” telling a story before it happens ( Ex.
M&A)
9. Barriers to communication
• Noise
• Inappropriate medium
• Assumptions/Misconceptions
• Emotions
• Language differences
• Poor listening skills
• Distractions
10. What causes distortion?
• Speaker • Listener
o Language o Perceptions
o Wordiness o Preconceived
o Semantics notions/expectation
o Emotions o Physical hearing
problem
o Inflections
o Speed of thought
o Personal interests
o Emotions
o Attention span
o No active listening!
