Communication

The word Communication is derived from Communis (Latin)

meaning common. (establishes common ground of understanding)

A process which involves sharing of information between people
through a continuous activity of speaking, listening and
understanding.

Robert Anderson, in his book ,Professional Selling, defines
Communication is interchange of thoughts, opinions, or
information, by speech, writing, or signs.

Allen Louis says, Communication is the sum of all the things one
person does when he wants to create understanding in the mind of
another it involves a systematic and continuous process of telling,
listening, and understanding.






Today communication has become a buzzword
Communication is dynamic---active, energetic, forceful and constantly
changing.

Mechanical systems are deterministic and closed

Human comm. are not deterministic, but spontaneous and discretionary:
that is they respond to moods ,distractions, impulses, all of which can
change any moment. (complex)

People need people. We cant be human alone. (social)

German Philosopher, Karl Jasper Mans supreme achievement in the
world is communication from personality to personality. (from other
creatures)
Interpersonal comm. Is humanitys greatest accomplishment but
unfortunately most people are unable to communicate well.
Many people believe that mental illness is primarily a problem of
inadequate comm.
Comm. Life blood of every kind of relationship.


Four Skills of Communication


Why We Communicate



1. Socially---- friends, family and
acquaintances.(daily)
2. As students-----build up formal
skills(reading, writing, speaking,
listening)
3. All professions involve
communication------(doctors,
teachers, engineers, accountants )

To inform
To request
To persuade
To build goodwill

WE CAN CHANGE
Our methods and style of comm. are primarily learned responses. Our
training starts at an early age.

You can not learn to play the guitar------- by listening to a concert.
Learn to paint -----------------------------------by looking at pictures

Change is inevitable-----------it is impossible to remain the same with new
exposures / developments in ones life.

People need to be highly motivated to change

Robert Bolton in People Skills, claims At any period of life, the
average person of sound mind and determination can learn improved ways
of comm.
Law of change says Things do not stay the same. If they dont get
better, they get worse.


six tips for improving your
communication style:


1. Knowing how to improve communication skills will come easier once you become aware of your
own communication style.

Each person has a unique way of communicating. Listen to your own speech. What sorts of
words do you use? Which sort of body language and what tone of voice are you using?

Now, think of someone who, in your opinion, is a good communicator. Compare your style to
theirs. You've just taken an important first step in how to improve communication skills.

2. Now that you are aware of your own style, study the style of those around you. How do the
most important people in your life converse? How do they say things? Look for approaches you
can model and make your own.

3. Adjust to the other styles of communication. Don't think it is too late to change your way of
conversing because it's been years. You had to learn to communicate in the first place and you
can unlearn certain behaviors or change them. Sometimes we get stuck in a communication rut.



A father once was having a hard time with his teenaged daughter. She was growing and he
thought she didn't tell him what was going on in her life. They were in a heated discussion when
he asked, "Why didn't you tell me?"

Her answer was that she had, but he was too busy lecturing her to hear him. He learned that
adjusting his style to his daughter would involve listening first before jumping right into
solving the problem.
4. To build rapport, during a conversation try and match the other person's movements, posture
and verbal style. Don't do everything they do, but mirror one or two things. For example, if the
person gives mostly short answers to questions, you follow suit.

Or, maybe they talk at a slower pace than you usually do-slow your speaking speed to match
theirs. This may sound simplistic but it is a very potent way to make someone feel very relaxed
and comfortable in your presence.

5. The way you communicate at home may not be the same as in a different environment. Make
sure you change your style to suit the different setting. Some comments you might want to tell
your best friend, in private.



6. Don't criticize others for communicating differently. If we all communicated in the same
way, we'd soon be bored with each other.

Getting a good grasp of your communication style and finding ways to accommodate other
peoples' styles, is a good way to improve your communication skills.

Changing Workplace Environment
Challenges faced by modern workers are:

No organizational goal is attainable without comm.

A sea-change in use of technology (New developments
---satellite, phone, internet)
Transformation of both work and organizational
structure(Size of organization)
Work is more complex and requires greater coordination
and interaction among workers


Increased global competition
Increased quality emphasis and customer focus (ISO)
Increased focus on legal and ethical problems
Service workers outnumber production workers
The pace of work is faster
Concept of human capital (employee attitude, interest &
welfare)
Need to learn corporate etiquettes
Writing letters, memos, reports, participation in
seminars, discussions, interviews, presentations etc.
(personality development programmes)

Important Management Functions
Forecasting Planning Organizing
Instructing Controlling
Why managers need comm.
Managers need communication skills to perform the
following
1.Interpersonal Role---(as a manager you inspire
confidence, motivate, listen, win support & guide your
workers)
2. Informational Role------ stock control, financial
systems, personnel functions , quality control
3.Decisional Role---- decision making is based upon
receiving and interpreting all relevant and necessary
information.
Process of comm. Can be Open or
Closed
Closed systems
refrigerat
or

Computer
Military
command
o training
TV
t.v
If you wish your
instructions to be carried
out to exact detail
Open systems
Casual
conversation
Student seminar
lecture
If you wish to develop your
groups understanding by
asking questions, criticism,
contribute idea and give
feed back
Theories of Communication
1. Electronic Theory (mathematical)
Message is transmitted directly without any disturbance.
This theory emphasizes Accuracy.
Mechanical aspect no emotions involved.

Communicator Audience
Or sender or Receiver

2. Social Environment Theory
This theory states different situations/
environments make us perform different roles.
e.g role of a son, father, employees etc.
Environment
Communicator Audience

Rhetoric Theory
Communication is circular not linear.
Good communication must produce results.




Sender/
Encoder
Channel
Receiver/
Decoder
Feedback
Environment
Communication Cycle
Sender Encodes or
Expresses the
message
Selects channel
Receiver receives
Message/Decodes
Filters
Experience
Knowledge
Feelings
Interprets Message
Feedback
Components of communication
Context
A broader term which includes country culture,
organization, internal and external stimuli.
Sender-
Encoder
The one who sends the messages. As a sender, you
use symbols that express your message and create
the desired response.
Message
The main idea to be communicated. It consists of both
verbal and non-verbal communication.
Components of communication
Medium
Channel
It depends upon all the contextual factors and
the nature of the message.
Receiver-
Decoder
The message receiver is your reader or listener
also known as decoder as he/she decodes your
encoded message.
Feedback
It can be a desire action, oral or written
message, or simply a silence.
Classification of Communication
By Number
of Persons
Intrapersonal
Communication
Interpersonal
Communication
Group
Communication
Mass
Communication
Verbal Communication

writing, reading, speaking, listening & thinking
Non Verbal Communication
Pictures, signs, gestures, facial expressions
By the type of
medium employed
Sensory Environment

We communicate according to different sensations experienced by five
Sense Perceptions/sense organs-----Sense of sight, hear, touch, smell,
taste are called SIGNS. (music)
Our frame of reference or mental set may be personal or social or both
regarding a person or situation.
Our perceptions/ mental images are stored in our brain according to our:

Knowledge
Experience
Feelings
Emotions
viewpoint
causes communication gap.
Ineffective comm. Causes an interpersonal gap that leads to :
Loneliness, family problems, psychological stress, vocational
incompetence , physical illness , addiction and even death.

No two individuals are the same

Meanings in communication differ because mental filters of individuals are
unique. (sender & receiver) (communicate--------with staff, parents)

We tend to see good qualities in people whom we perceive to be like
ourselves, and to be critical of people we perceive to be different from
us.

Stereotype people-----------racial, cultural, or age group.

People are not consistent in their behavior from one situation to another.
(friendly at home, parties and strict at work)
Group Activity 1
1. What are the qualities that make people popular with you and
your friends?
2. Do you find it difficult to imagine how older people feel about the
things you like or dislike? If so, why?
3. Describe the behavior of people you dislike in different situations,
both social and formal.
4. Do you stereotype people according to their age, wealth, place of
residence, educational level etc ? If so what sort s of stereotype do
you attach to different groups of people.
5. Have you been disappointed in people because they failed to live
up to your initial impressions? If so what was it you discovered about
them ? Had these features been there all the time? Why , if they had
did you fail to notice them?
6. We use our perception to give structure and meaning to our world
but our world differs from one another. How do peoples reports of
the same incident vary? How accurate are we in judging peoples
intentions, motivations, personalities , characters and attitudes.
Intrapersonal Communication

Attributes of Intrapersonal Communication
Physical Self-----------Strengths & Weakness
Spiritual Self---------Nature(your thoughts, actions
attitude and behaviors )
Intellectual Self-------Level of intelligence
Self Dialogue
Become aware of different roles


Interpersonal Communication
When two or more persons talk face to
face (conversations, dialogues, group
discussions)
Communicating with one or more persons
We spend about 75% of our time
communicating interpersonally.



Interpersonal Comm. Is Contextual
Communication is a living act performed in specific context,
in particular situations, and with a definite goal / purpose
in mind. (Context)surrounding conditions.
1.Psychological Context
2.Relational Context
3.Situational Context----(happy----hears depressing news)
4.Environmental Context
5.Cultural Context
6. Religious Context



Errors committed in Interpersonal Comm.

1. No change in behavior
2. People divided in categories
3. Negative Appearance
4. By passing----misunderstanding
5. Lack of Language Skills
6. Distractions

Characteristics of Effective
Communication
1. Open Communication Climate
2.Commiting to Ethical Comm.
3.Understanding of intercultural Comm.
4.Proficient in Comm. Technology
5.Audience Centered Approach to Comm.
6.Creating & Processing messages
efficiently

Advantages of Oral Comm.
1.Direct,simple,time saving and least expensive form of
comm.
2. It allows immediate feedback
3. Corrections can be made at the time of comm.
4. Conveys personal warmth and friendliness
Advantages of Written Comm.
1. It serves as evidence of events and proceedings.
2. Permanent record
3. Reduces misunderstanding & misinterpretation
4. More reliable for transmitting lengthy statistical data
5. It appears formal and authoritative

Methods of Communication in Org.
Internal Communication
1.Spoken Messages
Face to face meetings
Presentations
2. Written Messages
Public notices, memorandums, Reports
magazines, Staff bulletins
3. Electronic Messages
Computers, Local area networks, fax,
telephones

External Communication
1. Spoken Messages
2. Written Messages
3. Electronic Messages----Video
conferences, phones, fax, internet
Channels Of Organizational
Communication
1. Informal Communication (grapevine)
It consists of both business related & personal
information.
Example: rumors about company affairs and popular TV
shows.
Informal info:

is not planned by organization.
Flows in all directions.
Develops & maintains positive human relationships.
Excellent source of information about employee morale
and problems.
2/3 of employees information is received through
grapevine.
Advantages of Grapevine Communication

Grapevine channels carry information rapidly. As soon as an
employee gets to know some confidential information, he becomes
inquisitive and passes the details then to his closest friend who in
turn passes it to other. Thus, it spreads hastily.
The managers get to know the reactions of their
subordinates on their policies. Thus, the feedback obtained is
quick compared to formal channel of communication.
The grapevine creates a sense of unity among the employees
who share and discuss their views with each other. Thus, grapevine
helps in developing group cohesiveness.
The grapevine serves as an emotional supportive value.
Disadvantages of Grapevine Communication

The grapevine carries partial information at times as it is more
based on rumours. Thus, it does not clearly depicts the complete
state of affairs.
The grapevine is not trustworthy always as it does not follows
official path of communication and is spread more by gossips and
unconfirmed report.
The productivity of employees may be hampered as they spend
more time talking rather than working.
The grapevine leads to making hostility against the executives.
The grapevine may hamper the goodwill of the organization as it
may carry false negative information about the high level people of
the organization.

2. Formal Communication ( business related)

It is planned by the organization.
It flows in all directions.
It is essential for the effective operation of business.
Examples :Letters, reports, advertisement (radio &TV),
phone calls.

Official information flows through formal channels in
three directions:- downward, upward, and horizontal.
Hierarchical Communication

1. Downward Communication
All decisions made at top level are
communicated downward to materialize.
Top management
Job direction/ enrichment(courses/welfare)
Organizational procedures and practices
Feedback about performance
Indoctrination of goals/ objectives
Safety rules (gloves, goggles, boots )
Hiring & firing
Upward Communication
It travels from subordinates to superiors.

Employees communicate information about:-
Themselves
Co-workers
Problems
Goals/targets
Organizational practices and policies
What needs to be done and how to do it

No feedback------creates unrest among workers

Middle/ Lower
management
Lateral / Horizontal
Communication
This communication takes place
horizontally among the people of the same
rank.
Mostly oral communication takes place
All departments pool together efforts and
skills to achieve their goals.
Benefits of Communication for
Managers
1.Conflict Resolution

Managers become aware of:
Problem/ grievance solving attitude
Listening skills improve
Better awareness of organizational issues
Sense of judgment---decision making power
Empathize
Interpersonal/ communication skills

Conflicts can create healthy competition, bring changes for
improvement.
Promote organizational democracy.
2. Motivation
Communication is the basic tool for
motivation
Managers must learn to motivate their
workers
Motivation can improve the
morale/confidence of employee
Managers must appreciate the work of
their team members.
3.Problem Solving
Some time systems are not operating according
to instructions eg.
Poor food supplied at cafe
Poor medication
Poor facilities at work/transportation
Harassment
4. Public Relations
Company image and company products help
Build image of the employees of an
organization. (LUMS, IBA, Bahria)
Lots of contacts/ relations with people of
different walks of life.
Benefits of Communication to
Organizations
1.Positive Image
Good communication helps to build positive
image of an organization
Efficiency and effectiveness
Company products, company adds, work force
all contribute to build positive image.
2. Cost Reduction
Inefficient people should not be employed
Right mode of communication should be used.
3. Employee Morale
Happy work force -------more production
Investing in people improves their morale
4.Employee Productivity

Proper direction --------more productivity for org.

People have to be told what to do, how to do and
when to do


Communicating at Work
Current factors involved when
communicating at work
1. Heightened Global Competition
2. Flattened Management Hierarchies
3. Expanded Team based management
4. Innovative Comm. Technologies


5.New work environments


Teleconferencing
Videoconferencing Telecommuting
Telework
5.New work environments

Teleconferencing
Videoconferencing Telecommuting
Communication


Telecommuting, e-commuting, e-work, telework, working
from home (WFH), or working at home (WAH) is a work
arrangement in which employees enjoy flexibility in working
location and hours.

A teleconference is a telephone or video meeting
between participants in two or more locations.

A videoconference or video conference (also known as a
videoteleconference) is a set of interactive telecommunication
technologies which allow two or more locations to interact via
two-way video and audio transmissions simultaneously. It has
also been called 'visual collaboration' and is a type of
groupware.
Its designed to serve a conference rather than individuals

6. Diverse Work force
Multicultural
Gender
Age
7.Thriving in the age of Knowledge
Vital raw material in this era is knowledge
Intelligent machines
Constantly changing technologies
New source of power is not money in the
hands of few but knowledge in the hands of
many.

Characteristics of Effective Communication
1. Open Communication Climate
2.Commiting to Ethical Comm.
3.Understanding of intercultural Comm.
4.Proficient in Comm. Technology
5.Audience Centered Approach to Comm.
6.Creating & Processing messages
efficiently

Non-verbal Communication
Communication without words. They provide added
information to what is said.
It is impossible to communicate without gestures.
A speaker who doesnt make gestures is said to be
boring, uncomfortable or nervous.

Importance of Nonverbal Communication
Non-verbal comm. Can be unintentional.
N.C. may be more honest than verbal com. (it is not
planned)
N.C is always present--------both in oral & written

Four types of Non-verbal
messages
1.Personal
2.Common to group of
people
3. Universal
4.Unrelated to the
message
---------------------------------
---------------------------------
---------------------------------
---------------------------------
---------------------------------
---------------------------------
---------------------------------
---------------------------------

90% of Comm. Spectrum is Nonverbal
Verbal(words)------7%
Vocal(tone)---------38%
Visual--------------55%
(body language)
Non-verbal-----93%

---------------------------------
---------------------------------
---------------------------------
---------------------------------
---------------------------------
---------------------------------
---------------------------------
---------------------------------

Elements of Non-verbal Comm.
1. Appearance
Written Comm.
Oral comm.
Environmental factors
A speakers credibility lies
on his appearance( e.g
an accountant dressed in
casual clothes may find it
difficult to be taken
seriously when
presenting result of audit
)
Mowing a lawn in a suit

Facial Expressions
Eyes , Eye brows, chin,
blushing
---------------------------------
During conversation -----
leaning towards the
person shows interest
Leaning away from the
person shows----
disinterest ,dislike ness

---------------------------------

Eye contact
Flow of conversation
Judging other peoples
response
Failure of eye contact-----
shyness, disagreement,
dishonesty.
---------------------------------
---------------------------------

Gestures
Wave,, thumb gestures,
point, beckon
Posture
Stand, sit, walk
Voice
Pace *Silence
Tone
Volume
Pronunciation

Touch
Intimate
Professional
Social
Friendly
Time
Western Culture----Time
conscious
Eastern culture------Not
Time conscious