Introduction to communication
Dr. Reema Chaudhury
Asia Pacific Institute of Management
reema2asiapacific.edu
Objectives
• Define and understand communication and
the communication process
• List and overcome the filters/barriers in a
communication process
• Active listening
• Tips to improve verbal and non verbal
communication
Communication is a Series of Experiences of
Hearing
Smell
Seeing
Touch
Taste
What is Communication?
Communication is the art of transmitting information, ideas and
attitudes from one person to another. Communication is the process of
meaningful interaction among human beings.
ITS ESSENCES :
PERSONAL PROCESS
OCCURS BETWEEN PEOPLE
INVOLVES CHANGE IN BEHAVIOUR
MEANS TO INFLUENCE OTHERS
EXPRESSION OF THOUGHTS AND
EMOTIONS THROUGH WORDS & ACTIONS.
TOOLS FOR CONTROLLING AND MOTIVATING PEOPLE.
IT IS A SOCIAL AND EMOTIONAL PROCESS.
What are the most common ways
we communicate?
Written Word
COMMUNICATION
• 7% WORDS
– Words are only labels and the listeners put their own
interpretation on speakers words
• 38% PARALINGUISTIC
– The way in which something is said - the accent, tone
and voice modulation is important to the listener.
• 55% BODY LANGUAGE
– What a speaker looks like while delivering a message
affects the listener’s understanding most.
TOTAL COMMUNICATION PROCESS
Writing
9%
Speaking
30%
Reading
16%
Listening
45%
The Communication Process
Medium
Barrier
SENDER
(encodes)
Barrier
Feedback/Response
RECEIVER
(decodes)
Communication Process
Social Context
Sender
Encodes
Medium
Decodes
Receiver
Feedback
Noise
Noise
Basic Element in Communication Process by Shannon & Weaver
Basic Interpersonal
Communication Model
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Communicator
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Perceptual screens
Message
• Context
• Affect
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Receiver
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Perceptual screens
Influence message quality, accuracy, clarity
Include age, gender, values, beliefs, culture,
experiences, needs
Event
X
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
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
Communication
Data – un-interpreted 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
Communication - Meaning
• Communication is a dynamic process…
• through this process we convey a thought or
feeling to someone else.
• how it is received depends on a set of events,
stimuli, that person is exposed to.
• how you say what you say plays an important
role in communication.
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
Types of Communication
Downwards Communication :
Highly Directive, from Senior to subordinates, to
assign duties, give instructions, to inform to offer feed
back, approval to highlight problems etc.
Upwards Communications :
It is non directive in nature from down below, to give
feedback, to inform about progress/problems, seeking
approvals.
Lateral or Horizontal
Communication
:
Among colleagues, peers at same level for information
level for information sharing for coordination, to save time.
In modern business environment communication extends beyond written or spoken
words to listened word.
Visual dimension added by T.V., computers has given to new meaning to
communication.
COMMUNICATION NETWORKS
Formal Network
Informal Network
:
:
Virtually vertical as per chain go command within the
hierarchy.
Free to move in any direction may skip formal chain of
command. Likely to satisfy social and emotional needs
and also can facilitate task accomplishment.
HIERARCHY LEVEL
Executive Director
Manager
Vice President
A.G.M.
Supervisor 1
Supervisor 2
Supervisor 3
Manager
Supervisor
Horizontal Comm.
Forman
LEVELS OF COMMUNICATION
• VERBAL
– Intra verbal: intonation of word and sound
– Extra verbal verbal: implication of words and
phrases, semantics
• NON-VERBAL
– Gestures
– Postures
– Movements
• SYMBOLIC/WRITTEN
Flow of communication
At the workplace
* Upward
From subordinates to superior
* Downward
From superiors to the subordinates
* Lateral
From one employee to another
Types of communication
Formal
Informal
Communication Networks
• Formal communication network :
follows the hierarchical structure
of the organization,
or the "chain of command."
• Informal communication network:
involves communication
that follows the "grapevine”
Formal Communication
Information
Managers
Workers
Managers
Workers
Workers
Efforts at coordination
Workers
Instructions and directives
HEAD
Common Grapevine Chains Found in Org
Gossip Chain
(One person tells many)
Cluster Chain
(Many people tell few)
Barriers to
Communication
Communication
Barriers factors that block
or significantly
distort successful
communication
• Physical
separation
• Status differences
• Gender
differences
• Cultural diversity
• Language
Barriers to
communication
•
•
•
•
•
•
•
Noise
Inappropriate medium
Assumptions/Misconceptions
Emotions
Language differences
Poor listening skills
Distractions
Barriers in Communication
(that have to do with the COMMUNICATOR)
•
•
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•
•
•
Unwillingness to say things differently
Unwillingness to relate to others differently
Unwillingness to learn new approaches
Lack of Self-Confidence
Lack of Enthusiasm
Voice quality
Prejudice
Barriers in Communication
(that have to do with the COMMUNICATOR)
• Disagreement between verbal and nonverbal messages
• Negative Self Image
• Lack of Feedback
• Lack of Motivation and Training
• Language and Vocabulary Level
• Lack of Self Awareness
Barriers in Communication
(that have to do with the RECEIVER)
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Selective Perception
Unwillingness to Change
Lack of Interest in the Topic/Subject
Prejudice & Belief System
Rebuttal Instincts
Personal Value System
Here-and-Now internal & external factors
External Barriers in
Communication
• Environment
– The venue
– The effect of noise
– Temperature in the room
• Other People – Status, Education
• Time
Hearing Vs Listening
Hearing – Physical
process, natural,
passive
Listening – Physical as
well
as mental process,
active,
Listening
is hard.
learned process,
a skill
You must choose to participate in the process of
listening.
VALUE OF LISTENING
 Listening to others is an elegant art.
 Good listening reflects courtesy and good manners.
 Listening carefully to the instructions of superiors improve
competence and
performance.
 The result of poor listening skill could be disastrous in business,
employment and social relations.
Good listening can eliminate a number of imaginary grievances of
employees.
Good listening skill can improve social relations and conversation.
Listening is a positive activity rather than a passive or negative
5 Basic reasons we Do Not Listen
•
•
•
•
Listening is Hard Work
Competition
The Rush for Action
Speed differences (120 wpm v/s 360
wpm)
• Lack of Training
4 Levels of Listening
•
•
•
•
The Non-Listener
The Marginal Listener
The Evaluative Listener
The Active Listener
The Process of
Listening
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
What I heard you
process needs
to be divided to
be understood
say was we will
understand the
process better if we
break it into steps
Reflective Listening
• Emphasizes receiver’s role
• Helps the receiver & communicator
clearly & fully understand the
message sent
• Useful in problem solving
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
Reflective Listening:
4 Levels of Verbal Response
Affirm contact
Paraphrase the expressed
Clarify the implicit
Reflect “core” feelings
Unit Two
Skillful Listening
Nine Steps to Effective Listening
1. Face the speaker and maintain eye contact.
2. Be attentive, yet relaxed.
3. Keep an open mind to the speaker’s message – try to feel what the speaker
is feeling.
4. Listen to the words and try to picture what the speaker is saying.
5. Do not interrupt and do not impose your "solutions."
6. Wait for the speaker to pause to ask clarifying questions - ask questions only
to ensure understanding of something that has been said (avoiding questions
that disrupt the speaker's train of thought).
7. Give the speaker regular feedback, e.g., summarize, reflect feelings, or
simply say "uh huh."
8. Pay attention to nonverbal cues -- to feelings, tone of voice, inflection, facial
expressions, gestures, posture.
9. Be aware of potential barriers that impact your ability to listen effectively.
Click to advance to next slide
Effective Communication in the Workplace
Skillful Listening
Unit Two
Barriers to Listening
Sometimes people have a barrier that impedes their listening skills. Awareness of
a barrier is the first step in being able to overcome it.
Barriers to listening include:
•past experiences that influence our reaction to the speaker or the message
•worry, fear, anger, grief and depression
•individual bias and prejudice
•semantics and language differences
•noise and verbal "clutter"
•preoccupation, boredom and shrinking attention spans
Activity:
Awareness of a barrier is the first step in being able to overcome it and
improve your listening skills. Look at the above list of barriers. Can you
identify one or more barriers that may/does impact your ability to listen?
Effective Communication in the Workplace
Skillful Listening
Unit Two
Active Listening
Stay active by asking mental questions.
Some questions you can ask yourself as
you listen are:
1. What key point is the speaker
making?
2. How does this fit with what I know
from experience?
3. How can this information benefit
me?
Effective Communication in the Workplace
Skillful Listening
Unit Two
Looking and Acting Like a Good Listener
Non-Verbal Communication
•
Turn your body and tilt your face toward the speaker.
•
Use other parts of your body besides your ears to receive the message:
1. Look at the speaker to pick up nonverbal signals or cues
2. Your eyes will also send signals to the speaker
3. When the speaker sees a receptive audience they are motivated to work
harder to communicate their message
•
React to the speaker by nodding your head.
Click to advan to next slide
Unit Two
Skillful Listening
Acknowledgement
•Listen and acknowledge what you hear the speaker
saying, even if you don't agree with it. At this point do not
express your point of view.
•Acknowledging the speakers thoughts and feelings does
not mean that you approve of or agree with the speaker’s
opinions or actions.
•Your ability to listen and then acknowledge what the
speaker said allows the speaker to feel a sense of
satisfaction of being understood
Click to advance to next slide
Effective Communication in the Workplace
Skillful Listening
Unit Two
Reflecting back
•When making a statement, paraphrase and reflect back what you've heard
the speaker say.
•Reflecting is affirming to the speaker and encourages the speaker to
elaborate further or delve more deeply into the topic.
•Meaningful exchanges between you and the speaker are built on feedback.
•In order to accurately feedback a person's thoughts and feelings, you have to
be consciously, actively engaged in the process of listening.
•Try to experience what the speaker is describing, feeling the speaker’s
feelings through the lens of your own experience.
Effective Communication in the Workplace
Improving Listening Skills
•
•
•
•
By not being Preoccupied
Being Open Minded & Non Defensive
Minimizing Interruptions
Effective Listening is: Hearing,
interpreting when necessary,
understanding the message and relating
to it.
• By Asking Questions
Effective Listening
Behaviors that support
effective listening
Behaviors that hinder
effective listening
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
TYPES OF BODY LANGUAGE
Remember that you are dealing with “PEOPLE”
• (P)OSTURES & GESTURES
– How do you use hand gestures? Stance?
• (E)YE CONTACT
– How’s your “Lighthouse”?
• (O)RIENTATION
– How do you position yourself?
• (P)RESENTATION
– How do you deliver your message?
• (L)OOKS
– Are your looks, appearance, dress important?
• (E)PRESSIONS OF EMOTION
– Are you using facial expressions to express emotion?
Proxemics: Territorial Space
Territorial Space - bands of space extending
outward from the body; territorial space differs
from culture to culture
a = intimate <1.5’
b = personal 1.5-4’
c = social 4-12’
d = public >12’
a
b
c
d
Proxemics: Seating
Dynamics
Seating Dynamics - seating people in certain
positions according to the person’s purpose in
communication
X O
Cooperation
X
O Communication
X
O X O
Competition
NonCommunication
O
Examples of
Decoding Nonverbal Cues
He’s
unapproachable!
Boss fails to acknowledge
employee’s greeting
I wonder what
he’s hiding?
No eye contact
while
communicating
He’s angry! I’ll
stay out of
his way!
Boss breathes
heavily &
waves arms
My opinion
doesn’t count
Manager sighs deeply
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.
Improving Body Language Tips
•
•
•
•
Keep appropriate distance
Touch only when appropriate
Take care of your appearance
Be aware - people may give false
cues
• Maintain eye contact
• Smile genuinely
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
Nondefensive
Communication
Non-defensive Communication communication that is assertive,
direct,
& powerful
Provides
– basis for defense when attacked
– restores order, balance, and
effectiveness
Two Defensiveness Patterns
Subordinate Defensiveness characterized by passive,
submissive, withdrawing
behavior
Dominant Defensiveness characterized by active,
aggressive, attacking behavior
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?”
Defensive Tactics
Defensive Tactic Speaker
Example
Misleading
Employee “Morgan has not gone over with
Information
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?”
Non-defensive 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 non-defensive
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
New Technologies
for Communication
• Informational
databases
• Electronic mail systems
• Voice mail systems
• Fax machine systems
• Cellular phone systems
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
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
Tips for Effective Use of New
Communication Technologies
Provide
social
interaction
opportunities
Is the
message
really
necessary?
Regularly
disconnect
from the
technology
Strive for
Build in
message
feedback
completeness opportunities
Provide
Don’t
assume
social
immediate
interaction
opportunities
response
Five Keys to Effective
workplace Communication
• Expressive speaking
• Empathetic listening
• Persuasive leadership
• Sensitivity to feelings
• Informative
management
ESSENTIALS OF COMMUNICATION
Dos
Always think ahead about what you are going to say.
Use simple words and phrases that are understood by every body.
Increase your knowledge on all subjects you are required to speak.
Speak clearly and audibly.
Check twice with the listener whether you have been understood accurately
or not
In case of an interruption, always do a little recap of what has been already
said.
Always pay undivided attention to the speaker while listening.
While listening, always make notes of important points.
Always ask for clarification if you have failed to grasp other’s point of view.
Repeat what the speaker has said to check whether you have understood
ESSENTIALS OF COMMUNICATION
DON’Ts
Do not instantly react and mutter something in anger.
Do not use technical terms & terminologies not understood by
majority of people.
Do not speak too fast or too slow.
Do not speak in inaudible surroundings, as you won’t be heard.
Do not assume that every body understands you.
While listening do not glance here and there as it might distract
the speaker.
Do not interrupt the speaker.
Do not jump to the conclusion that you have understood every
How to Improve Existing Level of
COMMUNICATION?
IMPROVE LANGUAGE.
IMPROVE PRONUNCIATIOON.
WORK ON VOICE MODULATION.
WORK ON BODY LANGUAGE.
READ MORE
LISTEN MORE
AVOID READING OR WATCHING OR LISTENING UNWANTED LITERATURE, GOSSIP, MEDIA
PRESENTATION ETC.
INTERACT WITH QUALITATIVE PEOPLE.
IMPROVE ON YOU TOPIC OF DISCUSSION,
PRACTICE MEDITATION & GOOD THOUGHTS.
THINK AND SPEAK.
DO NOT SPEAK TOO FAST.
USE SIMPLE VOCABULARY.
DO NOT SPEAK ONLY TO IMPRESS SOMEONE.
LOOK PRESENTABLE AND CONFIDENT.
Success for YOU…
…in the new global and diverse
workplace requires
excellent communication skills!
Questions