communication the basics

1. COMMUNICATION

3. To share

6. Explain

7. Strengthen mutual sense of commitment

8. Building relationship

9. Satisfy human needs

10. Bridge gap

12. Career enhancement

14. Coke advt in the Middle East

16. Advice

17. Order

18. Motivate

19. Negotiate

20. Persuade

21. Warn

22. Educate

23. Motivate

24. Suggest

25. Ask

26. Answer

27. Convey

28. Train

29. Command

30. Counseling

31. Raise morale

32. Appreciate

35. Features Unavoidable Continuous process Two way traffic Role of perception (use 5 senses) Universality Social process Multidimensional Multipurpose Transactivity

36. Role of communication Foundation for healthy relationship (create & maintain) Strengthen mutual sense of commitment Bridge gap where there is misunderstanding Binding an organisation together (formal and informal)

37. Constituents of communication process Sender Channel/ medium Encode (message) Feedback Decode Receiver Noise

38. Types of communication One way and two way Verbal and Non - verbal Formal and Informal Interpersonal and Intrapersonal Mass communication Meta communication

39. One way and two way communication Downward

40. Two way communication

41. Verbal & Non verbal communication

42. Verbal communication Both oral and written Always accompanied by non verbal communication

43. Verbal communication Oral/ Dayadic Written (with people present) Face to face Telephonic Interview Group discussion Negotiation Meeting (with people not present) Letters Notice Memos Circular Report Minutes

45. Symbols, Gestures and Facial expressions

46. Independent of verbal communication

47. Involuntary and unconscious

48. Difficult to control

50. Research on Body Language 7% verbal 38% vocal 55% non verbal

52. Facial expression Expression Interpretation

54. Factors influencing body language Biological : skin colour, body shapes, and our constant effort to adjust our body to environment,…. Habitual : by learning, occupational requirement, speaking style,… Cultural : not sitting cross legged, custom of receiving guests, talking to superiors,…

56. Closely related to personality

57. Pointing fingers shows authority

58. Pulling body backward for rejection or fear

61. Slouching

62. Forward leaning

63. Standing erect

64. Angular distance ( o – 180 degrees)

66. Indicate our feelings & thoughts, attitudes & health

67. Affect our thinking process

69. Appearance Indication of inner state of emotions Depends on local custom and culture of the community Grooming & personal hygiene contribute greatly Makes the first impression Clothing, jewellery, cosmetics, footwear, handbag, umbrella, briefcase, etc.,

70. Proxemics(“personal space language”) Study of using the space around Intimate 11/2 ft Personal 11/2 - 4 ft Social 4 - 12 ft Public 12ft and above

71. Paralanguage The non verbal aspects of spoken word Relates to voice - tone, pitch, accent, speed, intonation, stress on a particular word, etc., “How” a word is spoken than ‘What’ The way we use our voice is and sounds we make (Silence – a very important aspect !!)

72. Practice!!!!!!!!!!! EX 1: I am a good student I am a good student I am a goodstudent I am a good student EX 2: Count from 1 – 10 Each time expressing different emotional state (happy, angry, anxious,…)

73. More!!!!!!!!!!!!!!! EX 3: Were you there last night? Were you there last night? Were you there last night? Were you there last night? EX 4: Sounds like mmmm, ouch, oh!oh!,….

74. Physical context The layout and design of a building Its decoration like colour, furniture, etc., Strong impression on positive and negative feelings

75. Difference between verbal & non- verbal communication Use of words Use of language always accompanied by non verbal Voluntary / deliberate Use of symbols Other than the language - (pictures, maps, graphs,….) Independent of verbal communication (red = danger, nodding head,..) Involuntary & unconscious Understanding non verbal helps to improve oral & written communication

76. Formal and informal communication

77. Horizontal communication Communication between departments/ people in the same level in the hierarchy Most frequently used channel Shared among workers, clerks, supervisors, … can use coffee break sessions

78. Importance To promote understanding and coordination Not much imagination required Small organisations manage well as these functions are done at a closer proximity with a few people Eg – imagine a situation where purchase dpt keeps purchasing materials not reqired urgently, stores dpt keeps reporting shortage, …

79. Problems Sometimes it is discouraged for the fear of workers getting too friendly with one another Methods used : Oral : face to face – very effective Written : reports, letters, memorandum Short means of communication - convenient

81. Flows through line and authority

82. Recorded /documented

83. Flows in one direction only

84. Genuine and authentic

85. Red tapism/ Bureaucracy

87. But doesn’t follow any set patterns Spontaneous Multidirectional No records Very fast Provides vent to employees

88. Types of Grapevine - (Keith Davis – research on grapevine) Single stand –passing of information to the long line of persons to the ultimate recipient (A - B, B –C, C-D,…) Gossip –A tells everyone. It works like wheel where A is in the centre and passes on the information to others

89. contd Probability : A randomly tells others and others pass on the information Cluster : A tells selected persons – who may in turn tell others selectively

90. Importance Safety valve - works as - pressure vent Active grapevine shows that workers are interested in their associates Brings in solidarity & cohesiveness Properly used it can raise the morale of employees Supplement to other channels Quick / speedy transmission Provides feedback - to know the pulse of employees

91. Interpersonal and intrapersonal Interpersonal intrapersonal Two or more persons Group (committee, etc.,) Public meetings Internal dialogue within the mind

94. Can be intentional or unintentional - “Try to reach the airport, well on time” - “Haven’t finished the project yet? Fantastic!!”