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Human Beings Create the Symbols of Communication, and Then They Cannot Understand the Symbols They Create. Anonymous By Cosimo Cannata, I.T.C.G. Piazza Armerina, a.s. 2009-2010
Types of Communication
Formal and informal Upward, downward, and horizontal Spoken and written Electronic
Business Communication
Developing excellent
communication skills is absolutely essential to effective leadership. The leader must be able to share knowledge and ideas to transmit a sense of urgency and enthusiasm to others.
Objectives
Define and give examples of types of communication. Describe the six functions of nonverbal communication. Describe and explain the role of the eight types of nonverbal symbols. Differentiate between formal and informal communication
Sender
Message
Feedback
Receiver
The sender encodes the message and selects a channel. The receiver decodes the message and uses feedback to respond.
Communication Processes
Communication is the exchange of thoughts, messages, or information, by speech, signals, writing, or behaviour between a sender and a receiver.
Types of Communication
Formal and informal Upward, downward, and horizontal Spoken and written Electronic Non Verbal
Types of Communication
Formal - the official communication that travels through the structured (formal) organization. Informal (grapevine) - rumours, statements, or reports whose truth any known authority cannot verify and which may not regard the functioning of the organization.
Types of Communication
Upward communication - is the flow of communication from managers to managers. Downward communication - is the flow of communication from managers to managers or from upper management to middle management or lower management. Horizontal communication - is the flow of communication moving laterally or at the same level in the organization.
Feedback - a verbal or nonverbal response by a receiver to the senders message. Encoding - selecting words and their order for a message by a sender. Decoding - the translation of a message by a receiver. Noise - literally or figuratively, anything that interferes with a message. Message channel - the conduit or medium that will carry a message from the sender to the receiver.
MESSAGE
NOISE
SENDER
RECEIVER
FEEDBACK
Message Channel
Cell phones
Video conferencing AIM
Blogging
Internet (MySpace, Facebook, and
Two communication rules: Dont assume/pretend that everyone knows what you are talking about. Dont assume/pretend that you know what others are talking about without asking them questions to make certain.
Accent- punctuating or drawing attention to a verbal message. Complement- expressions or gestures that support, but could not replace a verbal message. Contradict-expressions or gestures that convey a meaning opposite that of a verbal message.
Regulate- expressions or gestures that control the pace or flow of communication. Repeat- a gesture or expression that can be used alone to send the same meaning as a verbal message. Substitute- a nonverbal cue that replaces a verbal message.
The eyes The face and head Gestures Touch Posture Territory Walking Status symbols
Summary
Definition of nonverbal communication. Describe the six functions of nonverbal communication. Describe and explain the role of the eight types of nonverbal symbols. Differentiate between formal and informal communication.
Objectives
Identify and describe 14 barriers to communication. Explain the importance of listening and identify methods to improve listening. Describe methods to break down communication barriers.
Lying Facial indicators General indicators Perceptions Over-eagerness to respond Closed words Judging Credibility gap Noise
Wasting the thought-speech differential (Perdita rapporto) Emotions Snap judgments (giudizi immediati) Attacking the individual Rank Gatekeepers Poor listening
Importance of Listening
Time. Good relationship. Prevent misunderstanding and rumors. People perform better. Prevents complaints from exploding. Good decision making. Prevents haste conclusions. Requires full attention.
Listening responses. Nod - nodding the head slightly and waiting. Pause - looking at the speaker, but without doing or saying anything. Casual remark - I see, uh-huh, or is that so? Echo - repeating the last few words the speaker said. Mirror - showing you understand by reflecting what has just been said: you feel that. Phrasing questions. Open. Closed.
Encourage upward communication. Have an open-door policy. Use face-to-face communication when possible. Avoid credibility gaps. Write for understanding. Watch your timing. Be sensitive to needs and feelings of others. Identify and manager conflict.
Dos of Listening
Eliminate distractions by holding telephone calls and choosing a quiet place to talk. Allow adequate time for discussion. Take note of nonverbal cues. When you are unsure of what was said, restate what you think you heard in the form of a question.
Dos of Listening
Show interest. Express empathy. Be silent when silence is needed. When you think that something is missing, ask simple, direct questions to get the necessary information.
Dos of Listening
Argue. Interrupt. Engage in other activities. Pass judgment too quickly. Jump to conclusions. Let the other persons emotions act too directly on your own.
Summary
Identify and describe 14 barriers to communication. Explain the importance of listening and identify methods to improve listening. Describe methods to break down communication barriers.
Objectives
Diagram and explain the basic communication model. List and explain the five message channels. List and explain components of a message and the contribution each makes to the total message.
Words have regional and international meaning. Words develop new meaning. Double-speaking. The development of new words. Tone affects meaning.
Summary
Diagram and explain the basic communication model. The five message channels. Face-to-face. Face-to-group. Telephone. Written. Third party. The components of a message and the contribution each makes to the total message. Nonverbal. Tonal. Verbal.