Communication is the process of sending and receiving messages between parties. There are several key aspects of communication including senders and receivers, messages and channels, encoding and decoding of messages, and feedback. Effective communication requires understanding factors like perception, motivation, barriers, and following guidelines. Business communication is the intentional and unintentional sending and receiving of messages within an organization. It is complex, competitive, group and task oriented, and data-based. Formal and informal networks, as well as the span of control, impact information flow within organizations.
7. Senders & Receivers
Each have goals and objectives
The sender may want to change the
receiver’s mind
The receiver may not want to have his
mind changed
8. Transmitters and Receptors
is the equipment by which
information is sent
Information can be sent
verbally and nonverbally
9. Messages and Channels
are the vehicles by which information
is communicated.
direct expressions
symbolic representations
10. Decoding, Meaning, and Encoding
Decoding is the process of translating messages
from their symbolic form into interpretations
that can be understood.
Meanings are the facts, ideas, feelings,
reactions, or thoughts that exist whitin
individuals, and act as a set of “filters” through
which the decoded messages are interpreted.
Encoding is the process by which messages are
put into symbolic form
11. Feedback
is the process by which the receiver
“reacts” to the sender’s message
It is necessary to let the sender know
that the message was
(a) actually received,
(b) encoded,
(c) ascribed with the same meaning that the
sender intended
12. BASIC PRINCIPLES OF
COMMUNICATION
It is impossible to avoid
communicating
Communication is largely nonverbal
Context affects communication
Meanings are in people, not in words
13. BASIC PRINCIPLES OF
COMMUNICATION (cont’d)
Communication is irreversible
Noise affects communication
Communication is circular
Creating common goal is essential
Communication has effects
16. Nonverbal Messages
About 65 percent of the meanings people
get from a communication
Voice
Physical Movements
Space
“your lips tell me ‘no,no’ but there is
‘yes,yes’ in your eyes”
17. ADAPTING MESSSAGES TO
PURPOSE AND AUDIENCE
increase the probabilty that
communication will be successful
Language
Format
Style
18. Language
Appropriate language is the language
that has been adapted to the
receiver while retaining a naturalness
with respect to the sender
22. Arena
Adjectives selected by both the
participant and his or her peers
Represents traits of the
participant of which both they and
their peers are aware.
“I know my name, and so do you.”
23. Façade
Adjectives selected only by the
participant, but not by any of their
peers
Represents information about the
participant of which their peers
are unaware
“I have not told you, what one of my
favorite ice cream flavors is.”
24. Blind Spot
Adjectives that are not selected by
the participant but only by their
peers
“we could be eating at a restaurant,
and I may have unknowingly gotten
some food on my face. This
information is in my blind quadrant
because you can see it, but I
cannot.”
25. Unknown
Adjectives which were not selected
by either the participant or their
peers
“I may disclose a dream that I had,
and as we both attempt to
understand its significance, a new
awareness may emerge, known to
neither of us before the
conversation took place.”
35. GENDERGENDER
Major influence on the way weMajor influence on the way we
communicate with others.communicate with others.
When men and women work together inWhen men and women work together in
a group, men tend to be more assertivea group, men tend to be more assertive
and self-confident.and self-confident.
Women are more likely than men toWomen are more likely than men to
express their emotions, to reveal howexpress their emotions, to reveal how
they feel about a situation.they feel about a situation.
36. AGEAGE
YYoung people and old people communicateoung people and old people communicate
in different waysin different ways..
WWe do tend to judge a statement bye do tend to judge a statement by
different standards if we know thedifferent standards if we know the
speaker’s agespeaker’s age..
AA person’s age orperson’s age or gendergender is notis not
important in judging the truth orimportant in judging the truth or
wisdom of what that person sayswisdom of what that person says ..
37. Their maturity, their educationalTheir maturity, their educational
backgrounds, and the different eras inbackgrounds, and the different eras in
which they grew up make awhich they grew up make a GGenerationeneration
GGapap inevitableinevitable..
39. PERCEPTIONPERCEPTION
Our physical limitations are a
screen through which we
perceive things that exist
in our environment.
Our perception is also limited
by psychological screens
that we have developed.
Choosing from among the
many things within our
range of perception those
that we will notice, and
block out the rest is called
““Selective PerceptionSelective Perception””
40. Mother: Will you straighten up your
room?
Teenager: Why? What’s messy?
41. Selective PerceptionSelective Perception
AAllows us not only to block out thingsllows us not only to block out things
that are there, but also to see morethat are there, but also to see more
things than are there.things than are there.
Leads us toLeads us to make our own reality!make our own reality!
MMost clearly seen in the humanost clearly seen in the human
tendency to stereotype otherstendency to stereotype others..
42. MOTIVATIONMOTIVATION
A Motive is aA Motive is a
Reason ForReason For
Action!Action!
The most strongest motivationsThe most strongest motivations
are those that are most personal.are those that are most personal.
We are motivated by money, fame,We are motivated by money, fame,
power, love, status, security, skill,power, love, status, security, skill,
ambitionambition...etc...etc
It can be both positive or negativeIt can be both positive or negative.
43. TUNNEL VISIONTUNNEL VISION
AA closed way of thinking, especiallyclosed way of thinking, especially
aboutabout abstract topics, such asabstract topics, such as
religion andreligion and politicspolitics.
The person with tunnel vision is one whoThe person with tunnel vision is one who
has firmly fixed ideashas firmly fixed ideas
The opposite side isThe opposite side is open-mindednessopen-mindedness
PersonPerson with tunnel visionwith tunnel vision hashas attitudeattitude
seems to say; “I’ve already made up myseems to say; “I’ve already made up my
mind, Don’t confuse me with the facts!!!”mind, Don’t confuse me with the facts!!!”
44. EGO DEFENSIVENESSEGO DEFENSIVENESS
AA response pattern in which a personresponse pattern in which a person
who follows this pattern sees awho follows this pattern sees a
disagreement as a personaldisagreement as a personal
attactattact ..
A self-centered
communication
More than just being selfish
45. NEGATIVE EMOTIONS
Almost always obstacles to good
communication!
Especially true if the emotion is
uncontrolled, unfocused, or
misdirected.
47. DDiistractstractiionsons
It occursIt occurs where peoplewhere people
aarere cconstantlyonstantly comingcoming
in andin and leaving for oneleaving for one
reason orreason or another, andanother, and
eexperincedxperinced thethe
frustration thatfrustration that isis
created by thiscreated by this
ddistractingistracting traffic flowtraffic flow.
48. Semantic Problems
DDistortion in communication comesistortion in communication comes
from semantics- the use of wordsfrom semantics- the use of words
or expor expresressions which have asions which have a
different meaning for the senderdifferent meaning for the sender
or receiveror receiver.
CCreated when communicators usereated when communicators use
technical jargon- usage common totechnical jargon- usage common to
a particular field or specializationa particular field or specialization..
49. Status And Power
DifferencesDifferences in
communications are
likely to parallel the
differences in power.
Imbalance or
asymmetry
in negotiating power
leads the high power
party to perform
significantly better than
the low power party.
50. GUIDELINES FOR EFFECTIVE
COMMUNICATION
℘Be Exact
℘Use the word “is” carefully
℘Avoid Overgeneralization
℘Be sensitive to connotative
meaning
℘Do not to overuse you or your
℘Count from 1 to 10
51. GUIDELINES FOR EFFECTIVE
COMMUNICATION
℘Recognize that you don’t know all the
answers to all questions
℘Always remember that what others
may not mean the way we think they
mean it
℘Focus on common interests rather
than differences
℘Think positive
52.
53. IMPROVING COMMUNICATIONIMPROVING COMMUNICATION
EFFECTIVENESS INEFFECTIVENESS IN
NEGOTIATIONNEGOTIATION
♣QUESTIONING
For clarifying
communications, and
eliminating noise and
distortion .
♣ACTIVE
LISTENING /
REFLECTING
♣ROLE REVERSAL
Understand the other’s
position by actively
arguing his position to
his satisfaction.
58. Carter and Huzan(1981), studied the
nature of a business
Telephone
People-to-people communication
Typing
People-to-paper communication
Copying
Paper-to-paper transfer
Storing
Paper-to-file transfer
Information retrieval
Files-to-people transfer
64. Line networks normally involve
superior-subordinate relationships.
Staff relationships between the
members of an organization are most
often advisory in nature.
Communication Networks
(cont’d)
65. Formal Networks
Formal networks are legitimate and
often indicated by an organization
chart that displays who answers to
whom.
Formal networks indicate a unity of
command.
Formal communication networks
contain more of the written,
predictable, and routine
communications
CEO
Vice-President,
Auxiliary
Services
Vice-President,
Research and
Development
Vice-President,
Manufacturing
Engineering
Vice-President,
Sales
Marketing
Vice-President,
Services
Technical
Assistance
Maintenance
Supplies
Production
development
Product
refinement
Personal
computers
XT computers
AT Computers
CRX 1000
PC
CRX 2000
XT
CRX 3000
AT
Individual
customers
Business
applications
66. Informal Networks
Informal networks are unofficial
channels through which information
passes in an organization.
Informal networks are faster,
richer, and often more accurate, and
communication is more likely to be
face-to-face.
67. Span Of Control
The smaller the span of
control, the more
communication access
each employee will have
to the supervisor.
68. Grapevines
Conrad (1990);
“Because using formal communication
networks takes so much time and effort,
people may have choose to not
communicate at all if they have no formal
channels available.
Even ‘gossip’ and ‘rumors’ usually provide
accurate information”. Such networks are
called grapevines.
69. CEO
Division
Manager
Departme
nt Head
Departme
nt Head
Departme
nt Head
Departme
nt Head
Departme
nt Head
Departme
nt Head
Departme
nt Head
Departme
nt Head
Departme
nt Head
Division
Manager
Division
Manager
(a)
CEO
Manag
er
Manag
er
Manag
er
Manag
er
Manag
er
Manag
er
Manag
er
Manag
er
Manag
er
Manag
er
Manag
er
(b)
(a) Tall Organization structure
(b) Flat Organization structure
Information Flow in
Business Organizations
70. Information Flow in Business
Organizations
Downward communication occurs when a
manager or supervisor sends a message to
one or more subordinates.
Upward communication occurs when
messages flow from subordinates to
managers or from supervisors to
executives.
Horizontal communication occurs between
people at the same level, or between
people at corresponding levels in different
divisions.
71. Information Flow in Business
Organizations
Organizational theorists Tannenbaum
and Schmidt, displays the range of
communication styles
The more you control, the less you
involve;
The more you involve, the less you
control.
72. Instructing, explaining.Instructing, explaining.
Do not need yourDo not need your
audience’saudience’s
opinions.opinions.
persuadingpersuading
You want your audienceYou want your audience
to do somethingto do something
differentdifferent
Conferring, you want toConferring, you want to
learn from them yetlearn from them yet
the control thethe control the
interactioninteraction
somewhatsomewhat
Collaborating,you andCollaborating,you and
your audience areyour audience are
working together toworking together to
come up with thecome up with the
contentcontent