COMMUNICATION.ppt

COMMUNICATION.ppt

• 1.
  COMMUNICATION Communication: Derived fromLatin word 'comunis' meaning- common.  It stands for natural activity of all human beings to convey, opinion, feelings, information & ideas through words, body language or signs.  Communication is sending and receiving verbal and nonverbal messages. Sometimes through written or spoken words.  Sometimes through such nonverbal means as facial expressions, gestures, and voice qualities.
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  Communication : TheFlow 2 Sender Receiver Message Feedback Channel Perception Delivery Formulating Response Understanding
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  COMMUNICATION CHANNELS  DownwardCommunication  Upward Communication  Horizontal Communication
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  4 Communication Channels Vertical communication:Message exchange between two or more levels of the organisational hierarchy. • Downward communication- Can be distorted by: – faulty message due to sender error – Managers overuse downward communication (one-way communication) have little possible immediate receiver feedback – Deliberately or accidentally filter communications by withholding, screening or manipulating information • Upward communication - Can be distorted by ‘only’ favourable messages going up Managers don’t encourage upward flow
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  5 Communication Channels Horizontal communication: Lateralor diagonal message exchange within work- unit boundaries, involving peers reporting to the same supervisor, or across work-unit boundaries, involving individuals who report to different supervisors.
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  FORMS OF COMMUNICATIONTHROUGH FORMAL CHANNELS – Written •Executive memos, Letters •Annual report •Company newsletter •Bulletin board postings •Orientation manual Electronic • E-mail • Voicemail • Instant Messaging • Intranet • Videoconferencing Oral •Telephone •Face-to-face conversation •Company meetings •Team meetings
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  Formal Channels Downward Management directives Jobplans, policies Company goals Mission statements Horizontal Task coordination Information sharing Problem solving Conflict resolution Upward Employee feedback Progress reports Reports of customer interaction, feedback Suggestions for improvement Anonymous hotline
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  WRITTEN COMMUNICATION Ways ofwritten communication:  Email  Website  Memorandums  Letters  Reports
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  INFORMAL COMMUNICATION CHANNELS Grapevine: Transmission through non-official channel within the organization  At any place, at any time, at any work  Out of 80% information accuracy is very high  At every level  Information moves most rapidly  Vital part of organization
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  VERBAL COMMUNICATION  Itis the ability to communicate by using word that separates human beings from the rest of the animal kingdom.  It is one of the most common functions in business.  Listening skills is also important for success of verbal communication
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  NONVERBAL COMMUNICATION According toManagement Expert Peter F Drucker- “ The most important in communication is to hear what isn't being said”.  A Nonverbal message is any message that is not written or spoken  The nonverbal message is an accompany to the verbal one (like smiling while greeting etc).  More spontaneous than verbal message
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  Time: Time variesgreatly by culture  Americans and Canadians are more time conscious  Time is situation specific Body Movement:  Face and eyes  Facial expression  Eye contact and eye movements
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  Gestures:  Hand andupper body movements  Postures  Placement of arms  Placement of legs  Distribution of weight  Leaning slightly  Leaning forward  Leaning back
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  Physical appearance:  Ourculture places a great value on physical appearance  Attractive people seem to be more intelligent, more likable, more persuasive than unattractive  Good looking earn more money. Voice Quality:  No one speaks in monotone  Volume  Speech, Pitch, Tone, Accent  Display intentional and unintentional message
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  ELECTRONIC INFORMATION & The entire knowledge industry has evolved in which organizations store huge amounts of statistical, financial, and bibliographic information in the memory banks of their computers or on compact disks and then make this information available to users worldwide.  Electronic databases are fast; can collect data electronically.
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  The Internet:  Theinternet is a vast information system that connects millions of computers worldwide.  It allows them to exchange all types of information.  It supports online-trading & other financial transactions, business transactions, such as online banking and shopping.  It makes available different forms and formats of business and education
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   One cansend and receive email, transfer files.  Search for information.  Participate in discussion groups.  Comprehensive search for data without ever leaving your office via online computer searching.  Much of the information we need is too new to be available in printed form
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  Mailing list  Amailing list is a discussion group in which messages are sent directly to members via email. Newsgroup  A newsgroup is a discussion group in which messages (called articles) are posted at the news group site.  Anyone can connect to the site via an internet connection as frequently as desired to read any new posted articles Fax Communication  Fax machines are the one true global Communications standard.  They are fast, inexpensive, easy to use, and available worldwide.
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  COMMUNICATING BY TELEPHONE Sit or stand tall and avoid chewing gum or eating while talking  If your head is tilted sideways to cradle the phone between your head and shoulder, your throat is strained and the words may sound unclear.  Keep a pen and pad near the phone for note taking  Pick up immediately.  Brief about your company and yourself, you may give same greeting 50 times, but each caller listens you probably once.  Use positive language. Instead of saying, “I don't know”, say -”Let me check and call you right back” and then do it
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  VOICE MAIL  Beforeyou call, recognize that you might have to leave a message so plan it out beforehand  Be polite and get to the point quickly  Clearly define the purpose of the call and desired action  Always give you phone no even if the one has it  Slowdown and speak especially clearly  Check your messages daily and return calls promptly
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  CELL PHONE  Neveranswer while driving-life is above all with no retake  Speak clearly  Get to the point quickly  Use vibration mode in office, meeting, conference,etc.  If disconnected, redial if you initiated the call or wait for other party to redial if you have received it  Cell phones are not secure and should not be used to discuss confidential information
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   Teleconferencing  Videoconferencing
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  25 Barriers to EffectiveInterpersonal Communication • Filtering - Ex. Tell the boss what the boss wants to hear • Selective perception: selectively interpret what they see or hear on the basis of their interests, background, experiences and attitudes. • Emotions • Information overload • Defensiveness • Language, jargon • Cultural differences • Noise and distraction • Organisational barriers
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  26 Barriers to EffectiveInterpersonal Communication Distortions: • Stereotyping - Tendency to attribute characteristics to an individual on the basis of an assessment of the group to which they belong • Halo effect - Tendency to use a general impression based on one or a few characteristics of an individual. • Projection - Tendency of an individual to assume others share their thoughts, feelings and characteristics. • Perceptual defense - Tendency to block out or distort information one finds threatening or which challenges one’s beliefs ‘shoot the bearer of bad news’
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  CAUSES FOR MISCOMMUNICATION •Organizational structure • Difference in status • Lack of trust • Closed communication climate • Incorrect choice of medium • Information overload • Message complexity • Unethical communication • Physical distractions
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  MISCOMMUNICATION IN PRODUCT EVOLVEMENT
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  AS MARKETING REQUESTEDIT
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  AS SALES ORDEREDIT
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  AS ENGINEERING DESIGNEDIT
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  AS PRODUCTION MANUFACTUREDIT
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  AS MAINTENANCE INSTALLEDIT
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  WHAT THE CUSTOMERWANTED
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  MESSAGE DISTORTION DOWNWARD COMMUNICATIONTHROUGH FIVE LEVELS OF MANAGEMENT Message Amount of message written by board of directors 100%
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  MESSAGE DISTORTION DOWNWARD COMMUNICATION THROUGHFIVE LEVELS OF MANAGEMENT Message Amount of message written by board of directors 100% received by vice-president 63%
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  MESSAGE DISTORTION DOWNWARD COMMUNICATION THROUGHFIVE LEVELS OF MANAGEMENT Message Amount of message written by board of directors 100% received by vice-president 63% received by general supervisor 56%
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  MESSAGE DISTORTION DOWNWARD COMMUNICATION THROUGHFIVE LEVELS OF MANAGEMENT Message Amount of message written by board of directors 100% received by vice-president 63% received by general supervisor 56% received by plant manager 40%
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  MESSAGE DISTORTION DOWNWARD COMMUNICATION THROUGHFIVE LEVELS OF MANAGEMENT Message Amount of message written by board of directors 100% received by vice-president 63% received by general supervisor 56% received by plant manager 40% received by team leader 30%
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  MESSAGE DISTORTION DOWNWARD COMMUNICATION THROUGHFIVE LEVELS OF MANAGEMENT Message Amount of message written by board of directors 100% received by vice-president 63% received by general supervisor 56% received by plant manager 40% received by team leader 30% received by worker 20%
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  STRATEGIES FOR IMPROVINGCOMMUNICATION • Encourage open feedback • Use simple language • Avoid overload • Walk the talk • Be a good listener • Appropriate communication style • Audience-centered approach • Understanding of intercultural communic’n • Commitment to ethical communication • Proficiency in communication technology • Control over the flow of communication • Reducing the no. of messages