The document discusses the key concepts of communication. It defines communication as the process of sending and receiving messages between individuals to exchange information and facilitate understanding. Effective communication occurs when the intended message is understood. Communication can be divided into various types including interpersonal, group, organizational and public communication. Barriers to communication include semantics, physical and psychological noise, perceptions and lack of feedback. The document also discusses communication skills like listening, writing and presentation skills.

2. What is Communication

3. Communication

4. SUCCESS IN COMMUNICATION WHAT TO SAY HOW TO SAY IT “ WORDS ARE THE MOST POWERFUL DRUG USED BY MANKIND”. ( RUDYARD KIPLING)

5. “ TO LISTEN CLOSELY AND REPLY WELL IS THE HIGHEST PERFECTION WE ARE ABLE TO ATTAIN IN THE ART OF CONVERSATION”. “ LA ROCHE FOUCAULD”

6. WHAT IS COMMUNICATION ? COMMUNICATION IS THE PROCESS OF SENDING AND RECIEVING VERBAL AND NON VERBAL MESSAGES FROM ONE PERSON TO ANOTHER TO FACILITATE THE EXCHANGE OF INFORMATION. THE TRANSFER OF INFORMATION MUST ALSO FACILITATE UNDERSTANDING AND TRANSPORT WHAT IS IN THE HEAD OF THE SENDER TO THE HEAD OF THE RECIEVER CONTED

7. WHAT IS COMMUNICATION ? MESSAGES THAT ARE DISTORTED BY NOISE, OCCUR WITHIN A CONTEXT, HAVE SOME EFFECT AND PROVIDE SOME OPPORTUNITY FOR FEEDBACK

8. COMMUNICATION IS A SOCIAL PROCESS. IT IS A CHAIN PROCESS, MADE UP OF IDENTIFIABLE LINKS. A PROCESS OF TRANSMITTING AND RECEIVING VERBAL AND NON-VERBAL MESSAGES THAT PRODUCE A RESPONSE” WHAT IS COMMUNICATION ?

9. Effective Communications Communication is the process of sending and receiving symbols with meanings attached.

10. COMPONENTS OF COMMUNICATION STIMULUS DESTINATION MESSAGE F I LTER MEDIUM FEEDBACK Based on – Shannon & Weaver model

11. COMPONENTS OF COMMUNICATION INTERNAL ORAL MESSAGES TELEPHONE INTERCOM MEETINGS / CONFERENCES PRESENTATIONS FACE TO FACE DISCUSSIONS WRITTEN REPORT GRAPHS / CHARTS E-MAIL FAX NOTICE MEMO NEWS LETTERS MINUTES FORMS / QUESTIONNAIRES INTRANET INTERNAL COMMUNICATION

12. COMPONENTS OF COMMUNICATION EXTERNAL ORAL MEETINGS CONFERENCES SEMINARS CONVERSATION TELEPHONE TELE CONFERENCE VIDEO CONFERENCE PRESENTATION WRITTEN BROCHURE INVITATION FORMS QUESTIONNAIRES PRESS RELEASE NEWS LETTER ADVERTISEMENT NOTICE GRAPH / CHART REPORT E-MAIL / FAX LETTERS INTERNET EXTERNAL COMMUNICATION

13. CONVERSATION SKILLS WHEN TO SPEAK AND WHEN TO LISTEN HOW TO MOVE A CONVERSATION FROM THE PAST TO THE PRESENT AND TO THE FUTURE WHY CONVERSATIONAL LINKING IS NECESSARY HOW TO DISTINGUISH BETWEEN PARALLEL AND SEQUENTIAL CONVERSATION HOW TO RAISE ENERGY LEVELS IN DISCUSSIONS HOW TO MOVE BETWEEN PROBLEM-CENTRED CONVERSATION AND SOLUTION-CENTRED CONVERSATION

14. COMMUNICATION CAN BE DIVIDED INTO : 10% WORDS – WHAT WE SAY 30% SOUNDS – TONE 60% BODY LANGUAGE – HOW WE SAY IT WHAT IS COMMUNICATION ?

15. EFFECTIVE COMMUNICATION EFFECTIVE COMMUNICATION OCCURS WHEN THE MESSAGE RECEIVED IS AS CLOSE AS POSSIBLE AS THE MESSAGE INTENDED TO BE SENT – MUTUAL UNDERSTANDING. COMMUNICATION IS EFFECTIVE ONLY IF PEOPLE: - UNDERSTAND EACH OTHER - STIMULATE OTHERS TO TAKE ACTION - ENCOURAGE OTHERS TO THINK IN NEW WAYS .

16. WHY TO COMMUNICATE? COMMUNICATION SATISFACTION FACILITATES JOB SATISFACTION AND JOB PERFORMANCE. COMMITMENT ENCOURAGES JOB SATISFACTION AND CREATES GOOD ORGANIZATIONAL CLIMATE .

17. SEVEN “C’s” OF COMMUNICATION COMPLETENESS – CONTAINS ALL FACTS THE READER OR LISTENER NEEDS FOR DESIRED ACTION. CONCISENESS – BRIEF AND TO THE POINT AND PACKAGE THE MESSAGE IN MINIMUM WORDS . CONSIDERATION/ CANDIDNESS – PRESENT A VIEW THAT IS HONEST, SINCERE AND GUILELESS. CONCRETENESS – Specific, definite in describing events. A vivid description of an event or state.

18. SEVEN “C’s” OF COMMUNICATION CLARITY – IT IS VERY IMPORTANT TO BE CLEAR IN YOUR MESSAGE. USE FAMILIAR WORDS AND EXPRESSIONS TO ENHANCE UNDERSTANDING. COURTESY – MAINTAIN A PROPER DECORUM OF SPEAKING. CORRECTNESS – AVOID GRAMMATICAL ERRORS IN SPOKEN CONVERSATION.

19. Rule of Five Keith Davis The role of the RECIEVER is as important as the Sender. Five receiver steps in the process of communication: Receive Understand Accept Use, & Give Feedback ( Respond)

20. HOW COMMUNICATION HAPPENS

21. PURPOSES OF COMMUNICATION HUMANS COMMUNICATE TO DISCOVER TO RELATE TO HELP TO PERSUADE TO PLAY

22. AREAS OF COMMUNICATION AREAS OF COMMUNICATION INTERPERSONAL INTRAPERSONAL SMALL GROUP ORGANIZATIONAL PUBLIC MASS THINK REASON ANALYZE REFLECT DISCOVER RELATE INFLUENCE PLAY HELP SHARE INFORMATION GENERATE IDEAS SOLVE PROBLEMS HELP INCREASE PRODUCTIVITY RAIS MORALE INFORM PERSUADE INFORM PERSUADE ENTERTAIN INFORM PERSUADE ENTERTAIN

23. PROCESS AND CONTEXT OF COMMUNICATION

24. FUNCTIONS OF COMMUNICATION CONTROL MOTIVATION EMOTIONAL EXPRESSION INFORMATION

25. BASIC COMMUNICATION PROCESS SENDER ---------- PERCEPTION --------- IDEA ENCODE MEDIUM DECODE UNDERSTANDING ---------- PERCEPTION --------- RECEIVER FEEDBACK NOISE NOISE NOISE NOISE

26. ELEMENTS OF COMMUNICATION SENDER / ENCODER MESSAGE MEDIUM RECEIVER / DECODER FEEDBACK

27. COMMUNICATION FUNDAMENTALS Direction: Downward Upward Crosswise Networks: Formal vs. Informal

28. COMMUNICATION NETWORKS Chain Wheel All Channels

29. COMMUNICATION CONTEXT PHYSICAL CONTEXT CULTURAL CONTEXT SOCIAL-PSYCHOLOGICAL CONTEXT TEMPORAL (TIME) CONTEXT

30. PHYSICAL CONTEXT TANGIBLE OR CONCRETE ENVIRONMENT E.I. ROOM OR HALLWAY OR PARK. EXERT INFLUENCE ON THE CONTENT (WHAT WE SAY) THE FORM (HOW WE SAY IT)

31. CULTURAL CONTEXT REFERS TO THE COMMUNICATORS’ RULES AND NORMS, BELIEFS AND ATTITUDES THAT ARE TRANSMITTED FROM ONE GENERATION TO ANOTHER. DIRECT EYE CONTECT BETWEEN CHILD AND ADULT SIGNIFIES : DIRECTNESS AND HONESTY IN ONE CULTURE DEFIANCE AND LACK OF RESPECT IN OTHER.

32. SOCIAL-PSYCHOLOGICAL CONTEXT INCLUDES: STATUS RELATIONSHIPS AMONG THE PARTICIPANTS THE ROLES AND GAMES PEOPLE PLAY CULTURAL ROLE OF THE SOCIETY IN WHICH PEOPLE COMMUNICATE . INCLUDES FRIENDLINESS OR UNFRIENDLINESS FORMALITY OR INFORMALITY SERIOUSNESS OR HUMOUR

33. TEMPORAL CONTEXT TIME OF DAY AND PERIOD OF HISTORY FOR MANY PEOPLE MORNING IS NOT A TIME FOR COMMUNICATION - FOR OTHERS IT IS IDEAL APPROPRIATENESS AND IMPACT OF MESSAGE DEPENDS, PARTLY, ON THE TIME PERIOD IN WHICH THEY ARE UTTERED.

34. TYPES OF COMMUNICATION

35. TYPES OF COMMUNICATION INTERPERSONAL COMMUNICATION CORPORATE COMMUNICATION FORMAL COMMUNICATION NON-FORMAL COMMUNICATION ORAL COMMUNICATION WRITTEN COMMUNICATION NON-VERBAL COMUNICATION

36. INTERPERSONAL COMMUNICATION ASSERTIVE COMMUNICATION NON-ASSERTIVE COMMUNICATION AGGRESSIVE COMMUNICATION

37. ASSERTIVE COMMUNICATION CONFIDENCE IN EXPRESSING WHAT YOU THINK, FEEL AND BELIEVE IN STANDING UP FOR YOUR RIGHTS WHILE RESPECTING THE RIGHTS OF OTHERS CONVEYING MEANING AND EXPECTATIONS WITHOUT HUMILATING OR DEGRADING OTHERS ESPOUSING RESPECT FOR YOURSELF AND RESPECT FOR OTHERS PROTECTING YOUR AND PEOPLE’S NEEDS AND RIGHTS

38. NON-ASSERTIVE COMMUNICATION RELUCTANT OR UNABLE TO EXPRESS CONSISTENTLY WHAT YOU THINK, FEEL AND BELIEVE IN ALLOWING OTHERS TO VIOLATE OWN RIGHTS WITHOUT CHALLENGE RATIONALISES LACK OF RESPECT FOR OWN PREFERENCES. OTHERS CAN EASILY DISREGARD YOUR THOUGHTS, FEELINGS, AND BELIEFS

39. AGGRESSIVE COMMUNICATION EXPRESSING ONESELF IN WAYS THAT INTIMIDATE, DEMEAN, OR DEGRADE THE OTHER PERSON. PURSUE WHAT ONE WANTS IN WAYS THAT VIOLATE THE RIGHTS OF THE OTHER PERSON. “ THIS IS WHAT I THINK. YOU ARE DUMB FOR THINKING DIFERENTLY”.

40. DISTORTION IN COMMUNICATION IMPRESSION MANAGEMENT – THE PROCESS BY WHICH A SENDER CONSCIOUSLY ATTEMPTS TO INFLUENCE THE PERCEPTIONS THAT THE RECEIVERS FORM. COMMONLY USED IMPRESSION MANAGEMENT STATEGIES ARE: - INGRATIATION: USING FLATTERY, SUPPORTING THE OPINIONS OF THE OTHER PERSON, DOING FAVOURS, SMILING EXPRESSIVELY IN SUPPORT OF THE PERSON ETC. SELF-PROMOTION: COMMUNICATING ONE’S PERSONAL ATTRIBUTES IN A HIGHLY POSITIVE AND EXAGGERATED WAY. FACE SAVING: COMMUNICATING APOLOGIES, MAKING EXCUSES, PRODUCING JUSTIFICATIONS ETC.

41. CHANNELS OF COMMUNICATION

42. COMMUNICATION CHANNELS A COMMUNICATION CHANNEL IS THE MEDIUM THROUGH WHICH THE MESSAGE PASSES COMMUNICATION TAKES PLACE THROUGH A NUMBER OF CHANNELS MAY USE: TWO, THREE, FOUR DIFFERENT CHANNELS SIMULTANEOUSLY . VOCAL CHANNEL : SPEAK & LISTEN VISUAL CHANNEL : GESTURE OLFACTORY CHANNEL : EMITING OR DETECTING ODORS TECTILE CHANNEL : TOUCHING ANOTHER PERSON

43. MESSAGE TYPES FEEDBACK MESSAGES POSITIVE ----- NEGATIVE PERSON-FOCUSED ----- MESSAGE FOCUSED IMMEDIATE ----- DELAYED LOW MONITORING ----- HIGH MONITORING SUPPORTIVE ----- CRITICAL FEEDFORWARD MESSAGES OPEN THE CHANNELS OF COMM. PREVIEW FUTURE MESSAGES ALTERCAST (PLACE THE RECIVER IN A SPECIFIC ROLE AND REQUESTHIM TO RESPOND IN TERMS OF ASSUMED ROLE) DISCLAIM

44. CONSTRUCTIVE FEEDBACK BASED UPON TRUST BETWEEN SENDER AND RECEIVER SPECIFIC RATHER THAN GENERAL GIVEN AT A TIME WHEN THE RECEIVER APPEARS TO BE READY TO ACCEPT IT CHECKED WITH THE RECEIVER TO DETERMINE WHETHER IT SEEMS VALID INCLUDES BEHAVIOURS THE RECEIVER MAY BE CAPABLE OF EXHIBITING DOES NOT INCLUDE MORE THAN THE RECEIVER CAN HANDLE AT ANY PARTICULAR TIME

45. FEEDBACK SKILLS EMPHASIZE WHAT YOU SEE AND HEAR – DESCRIPTIVE RATHER EVALUATIVE FEEDBACK CONCENTRATE ON PARTICULAR POINTS OUTLINE THE POSITIVE POINTS . INDICATE WHAT CAN AND SHOULD BE DONE BUILD ON WHAT PEOPLE WANT CHOOSE YOUR TIME REACH AN AGREEMENT

46. QUESTIONS

47. COMMUNICATION BARRIERS

48. INTERPERSONAL COMMUNICATION BARRIERS Defensiveness National Culture Emotions Information Overload Interpersonal Communication Language Filtering Selective Perception

49. BARRIERS TO COMMUNICATION PROCESS BARRIERS SENDER BARRIER ENCODING BARRIER MEDIUM BARRIER DECODING BARRIER FEEDBACK BARRIER PHYSICAL BARRIERS SEMANTIC BARRIERS PSYCHOLOGICAL BARRIERS

50. NOISE PHYSICAL – ECOLOGICAL NOISE PSYCHOLOGICAL – COGNITIVE INTERFERENCE I.E. BIASES PREJUDICES OF SENDER AND RECEIVERS CLOSED-MINDEDNESS SEMANTIC DIFERENT LANGUAGES, USE OF JARGON OR OVERLY COMPLEX TERMS. CULTURAL POLITICAL EMOTIONAL ECONOMIC

51. COMMON BARRIERS TO COMMUNICATION 1. SEMANTICS Definition of words Choice of words

52. COMMON BARRIERS TO COMMUNICATION 2. POOR CHOICE, USE OF CHANNELS When to use certain channel Oral alone: Simple reprimand Settle simple dispute Written alone: Don’t need immediate feedback Need record

53. COMMON BARRIERS TO COMMUNICATION 2. USE OF CHANNELS Both channels: Commendation Serious reprimand Important policy change Nonverbal Be aware of it.

54. COMMON BARRIERS TO COMMUNICATION 3. PHYSICAL DISTRACTIONS 4. NOISE, PHYSICAL, PSYCHOLOGICAL 5. STATUS DIFFERENCE 6. EFFECTS OF EMOTIONS

55. COMMON BARRIERS TO COMMUNICATION 7 . PERCEPTIONS Stereotypes Halo effects Selective perception See and hear what we expect Ignore if conflicts with “what we know.” Projection

56. COMMON BARRIERS TO COMMUNICATION FILTERING, SCREENING NEGATIVE INFORMTAION 9. EVALUATING THE SOURCE 10. ABSENCE OF FEEDBACK, POOR FEEDBACK

57. COMMON BARRIERS TO COMMUNICATION 11. INFORMATION, DATA OVERLOAD 12. POOR LISTENING LISTEN TO RESPOND LISTEN TO UNDERSTAND

58. HOW TO BE A BETTER COMMUNICATOR EFFECTIVE LISTENING TOLERATE SILENCE ASK STIMULATING OPEN-ENDED QUESTIONS ATENTIVE EYE CONTACT, ALERT POSTURE AND VERBAL ENCOURAGERS PARAPHRASE SHOW EMOTION KNOW YOUR BAISES AND PREJUDICES AVOID PREMATURE JUDGEMENT SUMMERISE

59. EFFECTIVE WRITING KEEP WORD SIMPLE DON’T SACRIFICE COMMUNICATION FOR RULES OF COMPOSITION WRITE CONCISELY BE SPECIFIC

60. ACTIVE LISTENING BEHAVIOURS Don't overtalk Ask questions Be empathetic Exhibit affirmative head nods and appropriate facial expressions Avoid distracting actions or gestures Make eye contact Paraphrase Avoid interrupting speaker Active Listening

61. Interpersonal Skills Writing Oral Presentation Simulations/Role plays Self Awareness Inventories Readings HOW MANAGERIAL SKILLS ARE TAUGHT

62. CHANGE AND COMMUNICATION UNSUCCESSFUL CHANGE IS MOSTLY MISSING OR POOR COMMUNICATION. THE LINEAR (ONE-WAY, TOP-DOWN) MODEL DOES NOT WORK ANY MORE.

63. EFFECTIVE COMMUNICATION WATCH THE LANGUAGE FOLLOW THROUGH DEAL WITH UNCERTAINITY BE AN ACTIVE LISTENER MANAGE CONFLICT RESPOND, DON’T “RE-ACT” GIVE FEEDBACK INVITE PARTICIPATION KEEP YOUR TEAM UP-TO-DATE CONNECT PERSONALLY WITH EMPLOYEES TAKE ADVANTAGE OF COMMUNICATION RESOURCES

64. PROBLEMS / CHALLENGES TECHNOLOGY SHRINKS INTERACTION AND DIALOGUE. TOO MUCH INFORMATION. TOO COMPLEX ISSUES. SHORTAGE OF COMMON MEANINGS AND INTERPRETATIONS. EVERYONE MUST BE RESPONSIBLE FOR HIS / HER INFORMATION PURCHASE.

65. Thank you

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