COMMUNICATION

Topics of concern

Concepts: What we mean by Communication, and what elements are necessary to maximize our effectiveness as communicators

Skills: The skills and behavior which improve communication, and how they can be developed

Structure: The approach, style and construction of communication for personal and corporate uses.

ELEMENTS IN COMMUNICATION

SENDER – Originator of the Communication

MESSAGE AND CODING – Code Content and Treatment; The Language and manner of Presentation

MEDIUM AND CHANNEL – Written, Oral, Combination of Written and Oral

DECODING AND FILTER OF PERCEPTION – Interpretation of the Message

RECEIVER – To whom the message is communicated

FEEDBACK – Response of the Receiver to the Sender, Completes the Communication Loop

COMMUNICATION VEHICLES

Outwardly directed

SPEECH- Face to Face
Telephone

WRITING- Formal – Long reports, Short Letters
Informal – Memos

VISUAL / GRAPHICS- Diagram

Picture

PERSONAL SIGNALS- Facial expression

(Non-verbal) ‘Body Language’

Incoming

LISTENING- Active Listening (Not just hearing)

READING- Active Reading (Not just seeing the words)

WATCHING- Active Watching (Not just looking)

PROBLEM AREAS IN COMMUNICATION

Selective Attention

Inattention, Distrust of communication, Absence of interest

Receiver ignores the information that conflicts with what he already knows

Receiver hears what he expects to hear

Inappropriate time of communication

Selective Perception

Sender and Receiver have different background / experience

Receiver hears what he expects to hear

Fear or failure to communicate

Prohibitive nature of organizational structure

Selective Retention

Badly expressed message

Faulty translations

Distortion or loss in transmission

BUILDING SENDER SKILLS

Create atmosphere for free flow of communication

Communicate in the receiver’s background and interest

Face to face communication

Be clear and to the point

Use simple, non-technical and direct language

Use human interest words and personal references

Economize on adjectives

Use active verbs

Use suitable tone of communication

Put emphasis on the communication

Time element

Never initiate unnecessary communication

Reduce length of communication channel

BUILDING RECEIVER SKILLS

1. Questions

Open
Begin with What, When, How, Which, Where, Why, Who
Requires explanation / description in the answer

Closed
Lead to a ‘yes’ or ‘no’ answer
- Will you be speaking to Harish this week?
- Have you started on the new assignment yet?
Elicits only the answer to that specific question

Leading
- You are going to that meeting, aren’t you?
- You haven’t got to rush off this evening, have you?
Indicates the desired / expected response

2. Cues

Reflecting / Restatement
Encourages expansion of the point, for example
- Well, it’s far too complex; it won’t work
Restate
- You feel we’re likely to have problems

Request
Specifies what expansion you need
- Tell me more about…
- Give me an example of that

Probing
- I expect some aspects which will be easier than others. You probably have a fair idea what they are
- I expect you are experienced in this area
- Your views are important; I’d really like to know what you think
- That’s often a problem area, I hear

3. Listening characteristics

POOR LISTENERS	GOOD LISTENERS
Interrupt	Use eye contact
Change the subject	Look attentive but relaxed
Yes, but… style	Give cues and prompts
Use negative body language	Take time to listen
Are easily distracted	Ask open questions
Are impatient	Don’t interrupt
Appear not to listen	Use positive body language
Take over the conversation	Concentrate
Ask few questions	Do not appear to judge
Ask closed questions	Ask for opinions, views and feelings
Insist on having the last word	Are patient
Clearly want to talk, not listen	Show they have identified key points