2. WHAT IS COMMUNICATION?
For our purposes, communication is the process of
exchanging information and meaning between or
among individuals through a common system of
symbols, signs, and behavior. Other words often
used to describe the communication process are
expressing feelings, conversing, speaking,
corresponding, writing, listening and exchanging.
3. WHAT IS COMMUNICATION?
People communicate to satisfy needs in oth their work
and nonwork lives. People want to be heard,
appreciated, and wanted. They also want to
accomplish tasks and achieve goals. Obviosuly, then, a
major purpose of communication is to help people feel
good about themselves and about their friends, groups,
and organizations.
5. A T T E N D I N G M E E T I N G S A N D W R I T I N G
R E P O R T S R E L A T E D T O S T R A T E G I C
P L A N S A N D C O M P A N Y P O L I C Y .
P R E S E N T I N G I N F O R M A T I O N T O
L A R G E A N D S M A L L G R O U P S .
E X P L A I N I N G A N D C L A R I F Y I N G
M A N A G E M E N T P R O C E D U R E S A N D
W O R K A S S I G N M E N T S
C O O R D I N A T I N G T H E W O R K O F
V A R I O U S E M P L O Y E E S ,
D E P A R T M E N T S , A N D O T H E R W O R K
G R O U P S
SOME FORM OF
COMMUNICATION
According to studies, manager spend
approximately 60-80% of their time involved in
the following:
E V A L U A T I N G A N D C O U N S E L I N G
E M P L O Y E E S
P R O M O T I N G T H E C O M P A N Y ' S
P R O D U C T S / S E R V I C E S A N D I M A G E
8. The stages of
the model
1.The sender encodes a message.
2. The sender selects an appropriate
channel and transmits the messge.
3. The received decodes the message.
4. The received encodes a message
(feedback) to clarify any part of the
message and understood
Feedbacks involves (a) the receiver encoding a message;
(b) the receiver selecting a channel and transmitting the
message, and (c) the sender decoding the message.
5. The sender and receiver remove or
minimize interferences that hinder the
communication process.
9. THE SENDER ENCODES
THE MESSAGE
The message originates with the sender who
transmits it to the receiver. The sender
carefully designs a message by selecting (1)
words that clearly convey the message and
(2) nonverbal signals (gestures, stance, tone
of voice, and so on) that reinforce the verbal
message.
10. T H E P R O C E S S O F S E L E C T I N G A N D O R G A N I Z I N G T H E M E S S A G E
ENCODING
The sender's primary objective is to encode the
message in such a way that the message received is
as close as possible to the message sent. Knowledge
of the receiver's educational level, experience,
viewpoints, and other information aids the sender in
encoding the message. if information about the
receiver is unavailable the sender can put themselves
in the receive's position to gain fairly accurate insight
for encoding the message.
11. BREAKDOWNS IN THE
COMMUNICATION
PROCESS
Encoding stage (occurs if the sender uses the
following):
W O R D S N O T P R E S E N T I N T H E
R E C E I V E R ' S V O C A B U L A R Y
A M B I G U O U S , N O N S P E C I F I C ,
I D E A S T H A T D I S T O R T T H E
M E S S A G E
N O N V E R B A L S I G N A L S T H A T
C O N T R A D I C T T H E V E R B A L
M E S S A G E
E X P R E S S I O N S S U C H A S " U H "
O R G R A M M A T I C A L E R R O R S ,
M A N N E R I S M S , O R D R E S S
T H A T D I S T R A C T T H E
R E C E I V E R .
12. Three Typical
communication channels
T W O W A Y , F A C E T O
F A C E
Informal conversations,
interviews, oral reports,
speeches and
teleconfrerences
T W O W A Y , N O T
F A C E T O F A C E
Telephone
conversations and
intercompany
announcements
O N E W A Y , N O T
F A C E T O F A C E
Written documents such
as letters, memos,
reports and press
releases prepared
traditionally or sent
electronically.
13. T W O W A Y , F A C E T O
F A C E
T W O W A Y , N O T
F A C E T O F A C E
O N E W A Y , N O T
F A C E T O F A C E
- INSTANT FEEDBACK
- NONVERBAL SIGNS
- INSTANT FEEDBACK
- LIMITED NONVERBAL
SIGNALS
- NO INSTANT
FEEDBACK
- MINIMAL NONVERBAL
SIGNALS
Three Typical
communication channels
14. THE RECIVER DECODES
THE MESSAGE
The receiver is the destination of the
message. The receiver's task is to interpret
the sender's message both verbal and
nonverbal, with as little description as
possible. The process of interpreting the
message is referred to as decoding.
15. BREAKDOWNS IN THE
COMMUNICATION
PROCESS
Decoding stage
T H E S E N D E R I N A D E Q U A T E L Y
E N C O D E S T H E O R I G I N A L
M E S S A G E
T H E R E C E I V E R I S
I N T I M I D A T E D B Y T H E
P O S I T I O N O R A U T H O R I T Y O F
T H E S E N D E R
T H E R E C E I V E R I S U N W I L L I N G
T O A T T E M P T T O
U N D E R S T A N D T H E M E S S A G E
B E C A U S E T H E T O P I C I S T O O
H A R D T O U N D E R S T A N D .
T H E R E C E I V E R I S
U N R E C E P T I V E T O N E W A N D
D I F F E R E N T I D E A S
16. THE RECIVER ENCODES A
MESSAGE TO CLARIFY ANY
MISUDNDERSTANDING
When the receiver respons to the the
sender's message, the response is called
feedback. The feedback may prompt the
sender to modifyor adjust the original
message to make it clearer to the receiver.
Feedback may be verbal or nonverbal.
17. INTERFERENCES THAT HINDER THE
PROCESS
S E N D E R S A N D R E C E I V E R S M U S T L E A R N T O D E A L W I T H T H E N U M E R O U S F A C T O R S
T H A T I N T E R F E R E W I T H T H E C O M M U N I C A T I O N P R O C E S S . T H E S E F A C T O R S A R E
C A L L E D A S I N T E R F E R E N C E S O R B A R R I E R S T O E F F E C T I V E C O M M U N I C A T I O N
18. D I F F E R E N C E S I N
E D U C A T I O N A L L E V E L ,
E X P E R I E N C E A N D
C U L T U R E A N D O T H E R
C H A R A C T E R I S T I C S O F
T H E S E N D E R A N D T H E
R E C E I V E R .
Examples of Interferences
P H Y S I C A L
I N T E R F E R E N C E S
O C C U R I N G I N T H E
C H A N N E L .
T O O R U S H E D O R T O O
I N S E C U R E T O A L L O W
R E C E I V E R T O A S K
Q U E S T I O N S O R O F F E R
S U G G E S T I O N S
( F E E D B A C K ) .
19. N O I S E
Physical Distractions
I N T E R R R U P T I O N S U N C O M F O R T A B L E
S E T T I N G
20. Differences in sender and
receiver
E D U C A T I O N A G E
C U L T U R E
B A C K G R O U N D /
E X P E R I E N C E
21. Sender/Receiver
Hindrances
V A R I O U S
I N T E R P R E T A T I O N S
O F V E R B A L /
N O V N V E R B A L
M E S S A G E
L A C K O F T R U S T
L A C K O F
F E E D B A C K
( V E R B A L A N D
N O N V E R B A L )
I N T I M I D A T I O N O R
F E A R C A U S E D B Y
P O S I T I O N / S T A T U S
O F S E N D E R
22. Mental Distractions
D I F F E R E N C E S I N
S E N D I N G A N D
R E C E I V I N G
M E S S A G E S
P R E O C C U P A T I O N
W I T H O T H E R
M A T T E R S
I N A P P R O P R I A T E
T I M I N G
D E V E L O P I N G A
R E S P O N S E
R A T H E R T H A N
L I S T E N I N G
23. Sender Characteristics
U N C L E A R ,
N O N S P E C I F I C
M E S S A G E
S U S P E C T M O T I V E
( C O E R V I C E O R
B R O W N - N O I S I N G )
L A C K O F
S Y M P A T H Y F O R
L I S T E N E R
D I S T R A C T I N G
A P P E R A N C E ,
M A N N E R I S M S ,
V O I C E ,
E X P R E S S I O N S ,
E T C
24. Receiver Characteristics
P O O R L I S T E N I N G
H A B I T S
L A C K O F E M P A T H Y
F O R S E N D E R
U N R E C E P T I V E T O
N E W A N D
D I F F E R E N T I D E A S
N E G A T I V E
F E E L I N G S A B O U T
S P E A K E R
L O W I N T E R E S T
L E V E L
U N W I L L I N G T O
C O N C E N T R A T E
