Communication…
Coverage....
• Leader/Manager & communication
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Leadership Roles – what a Leader does
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Have a vision.
Communicate vision and rally people around it.
Set values & behaviors.
Get people with required skill and attitude/behavior
Bring the best out of people.
Take key decisions – strategy & others
Instill hope & optimism
Build organization for future – culture, more leaders..
Leadership Roles – what a Leader does
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Have a vision.
Gandhi, Mandela, Steve Jobs, JRD…
Big, beyond personal agenda & for organization
Passion. What passion does?
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Communicate vision and rally people around it.
Build shared vision. People see role for themselves & make the vision their own
JFK…
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Set values & behaviors.
Gandhi –inclusiveness & non violence
GE – integrity & excellence
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Get people with required skill and attitude/behavior
who complement each other.
Leadership Roles – what a Leader does
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Bring the best out of people
Clive Loyd, Ganguly-Irfan, Imran -Inzmam
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Take key decisions – strategy & others
Tough calls & not popularity contest, Courage.
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Instill hope & optimism
Can do attitude, Satish Dhawan..
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Build organization for future – culture, more leaders..
Leader & Communication…
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Communication as enabling tool to achieve vision &
goals
Bad examples Dr
Good examples
Leader & Manager as communicator
– Persuasive & forceful communication, The message
relevance to the target audience, Personal credibility
– Managerial communication - what, why, when, how,
where. Examples.
• Barak Obama as a communicator
Functions of Communication….
• Motivation
– Manager foster motivation by clarifying employees what is
to be done, how well they are doing & what can be done
to improve performance..
– CEO communicates vision
– CEO communicating in crisis
• Control ; Organization/Mgr spell out do’s & don’t as
how employees should conduct themselves. ExampleEmployee Manual, Induction program, Values &
behavior standard..
• Information that employees need to make decision
• Emotional expression to fulfill social needs...
Communication process..
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Sender.
Encoding
Message.
Channel
Decoding.
Receiver.
Noise.
Feedback.
Communication process..
• The sender initiates a message by encoding a thought
• The message is the product of sender’s encoding
• Channel is the medium through which the message
travels which is selected by the sender. It is formal or
informal.
• Receiver decode the message in the form that can be
understood by him/her
• Noise – communication barrier
• Feedback is the check – how successful we have been
transferring our message as originally intended
Direction of communication….
• Downward
• Upward
• lateral
Direction of communication….
What types communication are these?
• Manager passing on instruction to sub ordinates
• Supervisor giving job instructions
• CEO sharing company performance with employees
• Manager giving performance feedback to Campus Recruit
• Employee sharing his feelings with colleague
• Employee sharing his achievements with his Manager
• Manager conducting performance review with workmen
• Employee satisfaction survey
• Employees giving suggestions for performance improvement
• All Departmental Heads having discussion about customer
complaints
Interpersonal communication..
• Oral, Written, Non –verbal
• How important is body language
– Viv Richards/Nelson Mandela
– Negotiation between union & Management
– Negotiation with suppliers
– Manager interacting with customer
Organizational communication….
• Formal small group networks
– Chain – rigidly follow the formal chain of command
– Wheel – central figure as conduit of all
communication
– All channels- free flow of information in all direction/
• The grapevine
• Computer aided/Email
• Video conf
Performance of Networks
WHEEL
“Y”
CHAIN
Speed
Fast
Moderate
Fast
Accuracy
Good
High
Good
Poor
Moderate
Emergence
Very
of
Pronounced
Leadership
Moderate
Marked
None
None
Satisfaction
Moderate
Moderate
High
High
Low
CIRCLE
ALL
CHANNELS
FACTORS
Slow
Fast
Organizational communication
practices & what it does….
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Workout in GE
Open forum meeting
CEO meeting the young GETs & MBAs
Best practices sharing forum
Inter unit conferences in big organization
Dinner meeting
MBWA
CEO sharing company vision with fresh young
employees
Barriers….
• What is an effective communication
– Accuracy
– Timely.
– Target audience
– Desired impact
• Exercise- from your experience ; what are
barriers?
Barriers….
• Filtering;
– Manager tells his boss what he feels his boss wants to hear. He is
filtering information
– Sender purposely manipulating information
– More the number of levels, the more filtering
• Selective perception
– Our perception is our reality. Many times, we do not see reality, we
interpret what we see & call it reality
– Example – IR used to deal with conflicts, interpret celebration as
conflict
• Information overload
– When individuals have more information then they can sort out, they
tend to select/ignore/forget information
Barriers….
• Emotions.
• Language; same word understood differently
• Communication apprehension or anxiety
– Some people not comfortable speaking in public
• Cultural barrier
What causes distortion or the barriers to
understanding/listening?
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Perceptions
Language
Semantics
Personal Interests
Emotions
Inflections
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Environment – noise
Preconceived notions/expectations
Wordiness
Attention span
Physical hearing problem
Speed of thought
Communication Kills
Sender
• Language
• Emotions
• Non-Verbal
• Communication skills
Situation /
Environmental
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Noise
Time
Climate
Distance
Channel
Receiver
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Interest
Selective Listening
Perceptions
Evaluations
Physical / Mental / Emotional State
Issues...
• Communication between men and women
• Cross cultural
• Silence as communication
You as Communicator..
• Self evaluate
• Take others feedback
– On 8 parameters
– What I do well & what I need to improve
• Identify one area for improvement.
You as communicator…
How do you communicate with others on day to day basis?
Rate yourself in 1 to 5 point scale.
How do others rate you? Get others feedback
Identify one are of improvement based on your own score & other’s score.
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Communicate clearly
Know the objectives while communicating with others
Listen to others.
Have an open mind
Aware of my emotions and do not let them affect my
communication negatively.
Other person believe in me
Try to overcome perceptual biases such as stereotypes etc.
Show interest in other people
You as communicator…Score
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25 & below; Below Average
25 to 30 Average
30 to 35 Good
35 & above Very Good
COMMUNICATION
• Process of exchanging information and
understanding between people
No Replay
End
Communicati
on
Responds
No Reply
(One-Way
Communication
Replies
Communication Networks
Performance of Networks
WHEEL
“Y”
CHAIN
Speed
Fast
Moderate
Fast
Accuracy
Good
High
Good
Poor
Moderate
Emergence
Very
of
Pronounced
Leadership
Moderate
Marked
None
None
Satisfaction
Moderate
Moderate
High
High
Low
CIRCLE
ALL
CHANNELS
FACTORS
Slow
Fast
What causes distortion or the barriers to
understanding/listening?
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Perceptions
Language
Semantics
Personal Interests
Emotions
Inflections
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Environment – noise
Preconceived notions/expectations
Wordiness
Attention span
Physical hearing problem
Speed of thought
Communication Kills
Sender
• Language
• Emotions
• Non-Verbal
• Communication skills
Situation /
Environmental
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Noise
Time
Climate
Distance
Channel
Receiver
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Interest
Selective Listening
Perceptions
Evaluations
Physical / Mental / Emotional State
Johari Window
http://www.reneevations.com/professionaldevelopmentblog/wp-content/uploads/2009/08/FM-Image.png
EFFECTIVENESS
ARENA
PRIVATE
BLIND
DARK
ARENA
BLIND
PRIVATE
EFFECTIVENESS
TYPE
PERSONALITY
SMALL
HIGH
TASK-ORIENTED
SMALL
LOW
CLOSED
LARGE
LOW
SUPERFICIAL
LARGE
HIGH
OPEN
LARGE
HIGH
SELF-CONFIDENT
LARGE
LOW
UNPERCEPTIVE
SMALL
HIGH
PERCEPTIVE
SMALL
LOW
OVERLY-CAUTIOUS
LARGE
HIGH
GOOD-LISTENER
LARGE
LOW
SECRETIVE
SMALL
HIGH
FRANK
SMALL
LOW
EGO-CENTRIC
OF
Cross Cultural Communication
• http://www.youtube.com/watch?v=2EwsN
KkVPog&feature=related