Communication Skills Concept of Communication Dr. Nida Mir Outline What is Communication? Components of Communication Transactional Process of Communication Types of Communication Characteristics of Communication Importance of Communication Barriers to Communication Meaning of Barrier Classification/ Types of Barriers How to Overcome Communication Barriers? What is Communication? What is Communication? Exchange of thoughts, messages, or information by speech visuals, signals, writing, or behavior Transmission of an idea or feeling so that the sender and the receiver share the same understanding The act of transferring information from one place to another Process of understanding and sharing meaning(Pearson & Nelson,2000) Components of Communication Sender Channel Encoding Feedback Message Decoding Channel Receiver Communication Process Written Communication Verbal Communication Oral Communication Types of Communication Based on Channels Non-Verbal Communication Body Language Visual Communication Visual aids Vertical Communication Formal Communication Horizontal Communication Informal communication Diagonal Communication Based on Purpose • Communication that flows up and down the organization, usually along the chain of command or formal reporting lines; it takes place between managers and their superiors and subordinates. • Vertical communication is the flow of information both up and down the chain of command. Vertical • It involves an exchange of messages between two people or it may flow through several different levels in Communication the organizational hierarchy. Vertical Communication Vertical Commuincation • Upward Communication: consists of messages transmitted vertically up the line from subordinates to superiors. In this flow, employees communicate ideas, suggestions, comments and complaints or feedbacks upwards to their direct superior. • Downward Communication: occurs when information flows downward in the organization’s hierarchy from superiors to subordinates. This vertical communication line is used by group leaders and managers to assign goals, provide job instructions, inform employees of policies and procedures, point out problems that need attention, and offer feedback about performance. Horizontal Communication Horizontal Communication • Horizontal communication refers to the flow of information among employees and units that are at the same hierarchical level in an organization. • Also called lateral communication, refers to departments and managers on the same organizational level communicating with one another across organizational silos. • Horizontal communication introduces flexibility in organizational structure. • It permits people at the same level to communicate directly without going through several levels of organization. • It facilitates problem solving, information sharing across different work groups. • It also facilitates task coordination between departments or project teams. • It enhances morale and affords a means for resolving conflicts (Koehler et al., 1981). • It is an essential feature of participative decision making and organizational adaptiveness (French, Bell, & Zawacki, 1983). Diagonal Communication Diagonal Communication • Diagonal communication refers to communication that crosses both levels and functions or departments where staff members from different departments, irrespective of their reporting relationship, interact with one another within the organization. • For example, a junior staff from department A can interact with a senior staff from department C. • Diagonal communication is beneficial as it is fast, effective and efficient. Diagonal Communication • Advantages of Diagonal Communication • Diagonal communication may speed up the flow of information. • It can help create a healthy environment and relationship. • It can also build better coordination among staff members. • It can help in solving problems easily as different ideas are brought together. • There will be no distortion of information as individuals are in direct contact with others. • Disadvantages of Diagonal Communication • It can create doubts and uneasiness among superiors who are bypassed as it is likely to bypass the chain of command. • Superiors may see diagonal communication as interfering with their work. • It can easily lead to leakage of information and grapevine. Grapevine Commuincation • Grapevine communication is when you receive information informally or unofficially through informal channels or communication paths, i.e., gossip or rumor. • Grapevines exist in virtually all organizations, and grapevine communication patterns circumvent rank or authority and can link organizations members in any combination of directions—horizontal, vertical and diagonal. • Information received through the grapevine may also imply an overheard conversation or information received from anonymous sources. Grapevine Commuincation • Advantages of Grapevine Communication • Grapevine channels enhance rapid flow of information in the organization. When an employee gets to know some confidential information, he immediately becomes inquisitive, impatient and passes the same to his closest friend in the organization, who in turn passes it to another or several others. The result is a communication flow that rambles and spreads rapidly. • It gives room for passing feedback from employees to managers on different issues which is usually difficult or impossible through formal channels of communication. • It engenders a sense of unity among employees when they pass across messages to one another; this in turn gives rise to group cohesiveness. • It brings about an emotional support system to employees. • The grapevine is a good alternative in those circumstances where formal communication proves ineffective. • Disadvantages of Grapevine Communication • Grapevine is based on rumor and cannot represent the complete picture of the situation. Its original message’s tone and content tend to change especially if the message is being transmitted orally from person to person. • Due to absence of official confirmation, the information coming through the grapevine is not credible. • Grapevine imbibes poor practices among employees because they may spend more time gossiping rather than contributing to productivity. • Grapevine leads to making negative attitude of employees towards their executives or organization. • Grapevine adversely affects the goodwill of the organization as it may carry false negative information about the top level people of the organization. Clarity Courtesy Correctness 7 C’s of Communication Completeness Coherence Conciseness Concreteness Characteristics of Effective Communication Importance of Communication Smooth working of enterprise Basis of managerial function Prompt Decision and it’s implementation Building human relation Contacts with external parties Establishment of effective leadership Gateway to Effective Communication 1. Interpersonal Trust 2. Effective Listening 3. Proper Feedback 4. Non-Verbal Cues 5. Non-Directive Counseling. Gateway to effective Communication 1. Interpersonal Trust: • It is impossible to communicate effectively without interpersonal trust. A subordinate will not be able communicate freely with his manager unless he trusts the latter. By being fair, open and receptive to new ideas, top managers can create a favorable atmosphere for developing interpersonal trust. 2. Effective Listening: • Listening is one of the most essential elements of effective communication. A message can never be conveyed effectively unless the receiver is attentive and listens to what is being said. The listener should be open minded in order to understand the correct meaning of a message. According to a research study, these are the ten prerequisites for effective listening. • (i) Judging the content of the message, but not the weaknesses of the speaker. • (ii) Avoiding premature evaluation. • (iii) Looking for the central idea. • (iv) Being flexible and not expecting the message to follow a fixed pattern. • (v) Concentrating on the message. • (vi) Being mentally alert to grasp the meaning of the message. • (vii) Practicing active listening. • (viii) Having an open mind. • (ix) Trying to benefit from one’s own rapid ‘thought process’ rather than ‘talk processes’ of the speaker. • Effective listening helps managers improve their relationships with their subordinates. It also helps them give feedback and provide non-directive counseling. 3. Proper Feedback: • Feedback enables the sender to assess the effect of a message transmitted to the receiver. Both giving and receiving feedback are important aspects of management. To be effective, the feedback provided by managers should be descriptive, specific, and directed towards changing specific behaviors. When receiving feedback, managers should be opening minded. • They should be able to handle both positive as well as negative feedback. While receiving negative feedback, managers should ask for clarification and examples about points which seem ambiguous or unclear. They should also avoid acting defensively. • Nowadays, many organizations encourage their customers to give feedback regarding their products or services. This helps organizations make improvements in their products or services. 4. Non-Verbal Cues: • Another important prerequisite for effective communication is an awareness of and sensitivity to non-verbal cues in communication. • Only 7 percent of a receiver’s response is determined by the verbal content of a message, while 38 percent of the response is determined by the speaker’s vocal characteristics (tone and tenor of the voice) and 55 percent of the response is determined by the speaker’s facial expressions. • Non-verbal cues include body posture, eye contact, distance from the receiver, voice inflection, rate of speech, gestures, emphasis of particular words, silence, etc. • An awareness of non-verbal cues helps managers become sensitive to the needs of their subordinates. Such awareness helps managers assess the current state of their interpersonal relationships with subordinates and manage them effectively. • Non-Directive Counseling: • In non-directive counseling, the manager helps the employee examine his own ideas, feelings and attitudes about a problem. Non-directive counseling can be done by holding an interview with the employee. • In a non-directive counseling interview, a manager should: • (i) Be attentive and friendly • (ii) Raise appropriate questions • (iii) Be tactful and enable the employee to think through the problem clearly • (iv) Create an atmosphere of privacy to ensure that the employee can communicate freely • (v) Be a patient listener to help the employee to express his emotions freely • (vi) Encourage the employee to do some introspection. Barriers to Communication Sender Channel Encoding Feedback Message Decoding Channel Receiver Barrier Barriers to Communication Barriers Noticing: done with the senses, and is at the physical level Understanding at the level of intelligence Acceptance at the emotional level Anything that hinders the process of communication at any of these levels is a barrier to communication The aspects or conditions that interfere with the exchange of ideas or thoughts Physical Barriers SocioPsychological Barriers Cross-Cultural Barriers Classification of Barriers Barriers to Communication Semantic Barriers Organizational Barriers Physical Barriers Physical Barriers The term physical barrier refers to the conditions that act as a roadblock and prevents effective communication. Physical barriers are described as structural obstructions in both humanmade and natural environments that block effective communication so that messages cannot be sent from the sender to the receiver. Faulty Organizational Structure Noise Time and Distance Information Overload Physical Barriers Physical Barriers SocioPsychological Barriers Socio-Psychological Barriers Emotional states which are brought to the communication and the result can be a distorted communication Examples: • Attitudes and opinions • Prejudice • Status indifference • Premature evaluation Cross-Cultural Barriers Cross-Cultural Barriers Understanding different cultures facilitates Cross Culture Communication Language Values Concept of time Social Relation Gestures Organizational Barrier Organizational Barrier Loss of distortion of messages from one level to another Filtering of information according to one’s understanding/ interpretation Diversion of information Authoritarian attitude of management Too many levels in Organization Structure Status consciousness Semantic Barriers Semantic Barriers Semantic refers to symbols. Symbols make different meaning to different persons and more often are misunderstood Main symbols in the communication process are language, pictures and action Body language is also one of the symbols of action Examples: o Hi, Ola, Bonjour, Namaste, Assalamu Alaikum, Hello, etc o Faulty Translations o Use of words having multiple meanings How to Overcome Communication Barriers? Individual Skills o Active listening o Select the appropriate channel for the message o Make a special effort to understand each other’s perspective How to Overcome Communication Barriers? For Physical Barriers: Appropriate seating Arrangement Ensure visibility and Audibility Environmental comfort Minimize Visual/Oral Distractions For Semantic Barriers: Use of Simple Language Symbols and Charts Active Listening/Constructive Feedback How to Overcome Communication Barriers? For Socio-Psychological Barriers: Calling Attention and Motivation Assistance and Sympathy For Cross Cultural Barriers: Understanding of Traditions & Customs Information of all Sides of Culture For Organizational Barriers: Simple Organizational Structure Avoiding Information Overload Flexibility in Meeting Targets Thank you
