1 / 30

Tuesday, February 14, 2011

Tuesday, February 14, 2011. Tonight’s Topic Communication Basics. Why is Communication So Difficult?. People don’t see the world in the same way. Definition of Communication. Process of establishing common understanding.

sylvie
Download Presentation

Tuesday, February 14, 2011

An Image/Link below is provided (as is) to download presentation Download Policy: Content on the Website is provided to you AS IS for your information and personal use and may not be sold / licensed / shared on other websites without getting consent from its author. Content is provided to you AS IS for your information and personal use only. Download presentation by click this link. While downloading, if for some reason you are not able to download a presentation, the publisher may have deleted the file from their server. During download, if you can't get a presentation, the file might be deleted by the publisher.

E N D

Presentation Transcript

  1. Tuesday, February 14, 2011 Tonight’s Topic Communication Basics

  2. Why is Communication So Difficult? • People don’t see the world in the same way.

  3. Definition of Communication • Process of establishing common understanding. • Process of sharing thoughts, ideas and feelings with each other in commonly understandable ways.

  4. All business communication has 3 basic purposes • To inform (explain) • To request or persuade (urge action) • To build goodwill (make good image) • Most messages have more than one purpose

  5. For Your Consideration……. • Consider a situation in which you have experienced a communication breakdown. • What factors were responsible for the miscommunication? • What could have been done to assure successful communication?

  6. What is Success in Communications? • Success = results you want, when you want them. • Evaluate feedback you get … • If message fails, find out why • If message succeeds, find out why

  7. The Communication Process SOURCE ---- ENCODE ---- DECODE ------RECEIVE ----FEEDBACK

  8. The Communication Process SOURCE ---- ENCODE ---- DECODE ------RECEIVE ----FEEDBACK Noise

  9. The Communication Process SOURCE ---- ENCODE ---- DECODE ------RECEIVE ----FEEDBACK Noise Fidelity

  10. The Communication Process SOURCE ---- ENCODE ---- DECODE ------RECEIVE ----FEEDBACK Noise Fidelity Setting

  11. The Communication Process SOURCE ---- ENCODE ---- DECODE ------RECEIVE ----FEEDBACK FEEDBACK Noise Fidelity Setting

  12. The Communication Process • SOURCE • The person who is sending the message

  13. The Communication Process • ENCODING 1. Formulating the message 2. Choosing the appropriate symbols to use 3. Choosing the correct channel

  14. ENCODING 1. Formulating the message.

  15. ENCODING 2. Choosing the Appropriate Symbols • Language used, such as English, jargon, sign, code etc. • Paralanguage - vocal elements, such as tone, pitch, rate, emphasis, etc. • Non-verbal - intentional or unintentional means of sending a message other than through writing or speaking - not just a hand gesture - appearance, posture, arrival time, eye contact

  16. ENCODING 3. Choosing the Appropriate Channels • Media is a channel or mechanism for transmitting information or messages from point to point. • Each form of communication - each medium - conveys a message. For example, a cheap medium such as a handwritten note or a cheap photocopy might say what to the recipient?

  17. The Communication Process • This message isn't very important - if it were I would have presented it more formally. • You are not important enough for a phone call. • I am too busy to convey this message personally • The matter is so urgent - the sender had to sacrifice professionalism • This is routine information that you will readily understand.

  18. The Communication Process Other types of media include: • Written: memo, letter, proposal • Oral: phone, in person, video conferencing • Electronic: voice mail, email, fax, television, radio, videoconferencing

  19. The Communication Process • Urgency of Feedback • Relationship of person to whom you are addressing • Need for documentation • Efficiency vs. Effectiveness Some Criteria for Choosing Your Medium:

  20. The Communication Process Use Face to Face (Oral) When: • Immediate feedback needed • Permanent record not needed • Exact wording is not important • Topic is emotional or complex • Confidence or trust needs developing • Convenient or economical to assemble audience • Nonverbal cues are needed

  21. The Communication Process Send Written Messages When: • Immediate feedback is not needed • Message takes time to compose and deliver • Permanent record is needed • Exact wording is important • Follow-up to face to face is needed • Content is more important than feelings • Audience is large and dispersed

  22. The Communication Process Send Electronic Message When: • Immediate feedback not needed • Speed is important • Explicit message - little interpretation needed - Don't get too detailed on an e-mail • Information needed to support face to face mtg • Speed, cost and convenience is crucial • Audience is large and dispersed

  23. The Communication Process Use Mass Media when: • Newspaper • Radio • Television

  24. The Communication Process • In verbal communication, there is often discussion between communication effectiveness vs. efficiency. • Efficiency is how inexpensive it costs to send a message - Effectiveness is how successfully the message was communicated.

  25. The Communication Process DECODING • Assign meaning to what was just heard • Consider the frame of reference, such as educational background, race, sex, where the person grew up, what their parents were like, past experiences • Decoding requires empathy

  26. The Communication Process FIDELITY • Fidelity is the quality of a reproduction. • The Goal of Communication is to ensure that a message is reproduced as honestly as possible. • The level of fidelity varies depending upon the importance of the message. • In communication, one must determine the level of fidelity necessary to ensure all information is received and understood.

  27. The Communication Process NOISE • Any interruption in the communication process. Examples of noise include decibel level, sleep deprivation, biases --- anything that interferes with the flow of information

  28. The Communication Process SETTING • Important when delivering a message or creating a “spin.”

  29. The Communication Process FEEDBACK • Feedback refers to verbal and visual responses to messages. • Usually, the sender expects a certain type of response, depending upon the message. Once the message is delivered, sender analyzes the response based on his expectations.

  30. The Communication Process Difficulties with Feedback • Causes people to feel under attack. May feel that feedback feels negative. Should be more concerned with no feedback. • Feedback is difficult to elicit - Many people seek feedback by asking - Are there any questions? or Do you understand? • Feedback is time consuming. If you don't have time to do the job correctly the first time, where will you find the time to do it correctly the second time. • Some are reluctant to speak because of previous negatives experiences.

More Related