The document discusses various aspects of communication, including the definition of communication, interpersonal communication, and the roles of communicators and receivers. It emphasizes the importance of reflective listening, different communication models, and the impact of nonverbal communication. Additionally, it addresses barriers to communication, defensive vs. nondefensive communication, and the influence of new technologies on communication behavior.

1. BIRLA INSTITUTE OF TECHNOLOGY
Name : Vivek Kumar Rajawat
Session: 2022-23
Roll No.: MCA/25020/21
Topic: Communication

2. COMMUNICATION
Communication - the evoking of a shared or common meaning in
another person
Interpersonal Communication - communication between two or
more people in an organization
Communicator - the person originating the message
Receiver - the person receiving a message
Perceptual Screen - a window through which we interact with
people that influences the quality, accuracy, and clarity of the
communication

3. COMMUNICATION
Message - the thoughts and feelings that
the communicator is attempting to elicit
in the receiver
Feedback Loop - the pathway that
completes two-way communication
Language - the words, their pronunciation,
and the methods of combining them used
& understood by a group of people

4. COMMUNICATION
Data - uninterpreted and unanalyzed
facts
Information - data that have been
interpreted, analyzed, & and have
meaning to some user
Richness - the ability of a medium or
channel to elicit or evoke meaning in the
receiver

5. BASIC INTERPERSONAL
COMMUNICATION MODEL
Event
X
Message
• Context
• Affect
Perceptual screens
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Perceptual screens
Communicator Receiver
Influence message quality, accuracy, clarity
Include age, gender, values, beliefs, culture, experiences,
needs

6. REFLECTIVE LISTENING
Reflective Listening - the skill of listening carefully to another person
and repeating back to the speaker the heard message to correct any
inaccuracies or misunderstandings
This complex
process needs to
be divided to be
understood
What I heard you
say was we will
understand the
process better if we
break it into steps

7. REFLECTIVE LISTENING
• Emphasizes receiver’s role
• Helps the receiver & communicator clearly & fully understand
the message sent
• Useful in problem solving

8. REFLECTIVE LISTENING
Reflective listening emphasizes
• the personal elements of the communication process
• the feelings communicated in the message
• responding to the communicator, not leading the
communicator
• the role or receiver or audience
• understanding people by reducing perceptual
distortions and interpersonal barriers

9. REFLECTIVE LISTENING:
4 LEVELS OF VERBAL RESPONSE
Affirm contact
Paraphrase the expressed
Clarify the implicit
Reflect “core” feelings

10. ONE-WAY VS. TWO-WAY
COMMUNICATIONS
One-Way
Communication - a
person sends a message
to another person and no
questions, feedback, or
interaction follow
 Good for giving
simple directions
 Fast but often less
accurate than 2-way
communication
Two-Way
Communication - the
communicator & receiver
interact
 Good for problem
solving

11. FIVE KEYS TO EFFECTIVE SUPERVISORY
COMMUNICATION
• Expressive speaking
• Empathetic listening
• Persuasive leadership
• Sensitivity to feelings
• Informative management

12. BARRIERS TO COMMUNICATION
• Physical separation
• Status differences
• Gender differences
• Cultural diversity
• Language
Communication
Barriers -
factors that block
or significantly
distort successful
communication

13. DEFENSIVE COMMUNICATION
Defensive Communication - communication that can be
aggressive, attacking & angry, or passive & withdrawing
Leads to
• injured feelings
• communication breakdowns
• alienation
• retaliatory behaviors
• nonproductive efforts
• problem solving failures

14. NONDEFENSIVE
COMMUNICATION
Nondefensive Communication - communication that is
assertive, direct,
& powerful
Provides
• basis for defense when attacked
• restores order, balance, and effectiveness

15. TWO DEFENSIVENESS PATTERNS
Dominant Defensiveness - characterized
by active, aggressive, attacking behavior
Subordinate Defensiveness -
characterized by passive, submissive,
withdrawing behavior

16. DEFENSIVE TACTICS
Defensive Tactic Speaker Example
Power Play Boss “Finish this report by month’s
end or lose your promotion.”
Put-Down Boss “A capable manager would
already be done with this report.”
Labeling Boss “You must be a slow learner.
Your report is still not done?”
Raising Doubts Boss “How can I trust you, Chris, if
you can’t finish an easy report?”

17. DEFENSIVE TACTICS
Defensive Tactic Speaker Example
Misleading
Information
Employee “Morgan has not gone over with
me the information I need for
the report.” [Morgan left Chris
with a copy of the report.]
Scapegoating Employee “Morgan did not give me input
until just today.”
Hostile Jokes Employee “You can’t be serious! The
report isn’t that important.”
Deception Employee “I gave it to the secretary. Did
she lose it?”

18. NONDEFENSIVE COMMUNICATION:
A POWERFUL TOOL
• Speaker seen as centered, assertive, controlled, informative,
realistic, and honest
• Speaker exhibits self-control & self possession
• Listener feels accepted rather than rejected
• Catherine Crier’s rules to nondefensive communication
1. Define the situation
2. Clarify the person’s position
3. Acknowledge the person’s feelings
4. Bring the focus back to the facts

19. NONVERBAL COMMUNICATION
Nonverbal Communication - all elements of
communication that do not involve words
Four basic types
• Proxemics - an individual’s perception & use of space
• Kinesics - study of body movements, including
posture
• Facial & Eye Behavior - movements that add cues
for the receiver
• Paralanguage - variations in speech, such as pitch,
loudness, tempo, tone, duration, laughing, & crying

20. c
c = social 4-12’
b
b = personal 1.5-4’
PROXEMICS: TERRITORIAL
SPACE
Territorial Space - bands of space extending
outward from the body; territorial space differs
from culture to culture
a
a = intimate <1.5’
d
d = public >12’

21. PROXEMICS: SEATING DYNAMICS
Seating Dynamics - seating people in certain
positions according to the person’s purpose in
communication
Cooperation
X O
Non-
Communication
O X O
Competition
X
O
X
Communication
O

22. EXAMPLES OF
DECODING NONVERBAL CUES
Boss fails to acknowledge
employee’s greeting
No eye contact
while
communicating
Manager sighs deeply
Boss breathes
heavily &
waves arms
He’s
unapproachable!
My opinion
doesn’t count
I wonder what
he’s hiding?
He’s angry! I’ll
stay out of
his way!
SOURCE: Adapted from “Steps to Better Listening” by C. Hamilton and B. H. Kleiner. Copyright © February 1987. Reprinted with permission, Personnel Journal, all rights reserved.

23. NEW TECHNOLOGIES
FOR COMMUNICATION
• Informational databases
• Electronic mail systems
• Voice mail systems
• Fax machine systems
• Cellular phone systems

24. HOW DO NEW TECHNOLOGIES
AFFECT BEHAVIOR?
• Fast, immediate access to information
• Immediate access to people in power
• Instant information exchange across distance
• Makes schedules & office hours irrelevant
• May equalize group power
• May equalize group participation

25. HOW DO NEW TECHNOLOGIES
AFFECT BEHAVIOR?
• Communication can become more impersonal—
interaction with a machine
• Interpersonal skills may diminish—less tact, less
graciousness
• Non-verbal cues lacking
• Alters social context
• Easy to become overwhelmed with information
• Encourages polyphasic activity

26. Strive for
message
completeness
TIPS FOR EFFECTIVE USE OF NEW
COMMUNICATION TECHNOLOGIES
Build in
feedback
opportunities
Provide
social
interaction
opportunities
Don’t
assume
immediate
response
Is the
message
really
necessary?
Regularly
disconnect
from the
technology
Provide
social
interaction
opportunities

27. REFERENCES:
WWW.GOOGLE.COM
WWW.YOUTUBE.COM

28. THANK YOU