COMMUNICATION

Communication is an exchange of facts, ideas,

opinions, or emotions by two or more persons

Ch. 1, Slide 1
 The Communication Process
Basic Model
5.
Feedback travels
to sender

1. 2. 3. 4.
Sender Sender Message Receiver
has idea encodes travels decodes
idea in over message
message channel

6.
Possible additional
feedback to receiver

Ch. 1, Slide 2
TYPES Of COMMUNICATION
 Types of Communication
• Downward communication
• Upward communication
• Horizontal communication
• Grapevine
• consensus
1. Downward communication
Upward communication
Horizontal communication
 Grapevine Communication
• If communication is done without maintaining the
formalities prescribed by the organization, it is called
informal communication. The basis of informal
communication is personal or informal relationship
between the members of a group. It is also known as
grapevine that takes place when the people of an
organization or group, especially of same level or
rank gather or meet tighter and discuss informally. It
has no definite pattern or direction though it is
largely horizontal in nature.
 Informal Networks
E
C
K
Y H
G I
X
F B D
D

E J
C G
A J
D F H I
C Probability
B
B J B I
A K
A
Gossip
Chain D
C F
Cluster A
• Chain: The single strand chain involves the passing of
information through a line of persons to the ultimate
recipient. In the figure, the person A tells B, who tells C, who
tells D, and so on, till the information has reached most of the
persons involved or concerned.
• Gossip Chain: In the gossip chain, one person seeks and tells
the information to everyone. This chain is just like the wheel
where one person stays at the centre and the information
passes along the spokes of the wheel to others stationed on
the rim. In the following figure, A is at the center and passes
the information to others staying on the rim of the wheel.
• Probability Chain: The probability chain is a random process
in which someone transmits the information to others in
accordance with the laws of probability and then these others
tell still others in a similar way. This chain may also be called
random process. The probability chain is shown below-
• Cluster Chain: In the cluster chain, a person
tells the information to the selected persons
who may in turn relay (pass) the information
to other selected persons. Most of the
information communication follows this chain.
Cluster chain is shown in the following figure-
 Consensus

Consensus is the process of arriving agreement

through consultations
 CROSS-CULTURE COMMUNICATION

“The reasonable person adapts himself to the world, while

the unreasonable one persists in trying to adapt the world to
himself”
 What is a culture?
• Culture is the "lens" through which you view the
world.
• It is central to what you see,
• How you make sense of what you see,
• How you express yourself.

"Culture is the arts elevated to a set of beliefs."

– Tom Wolfe
 Four Fundamental Patterns of Cultural Difference

What is different?

1. Communication Styles
2. Attitudes toward conflicts
3. Decision making style
4. Approaches to knowing

What is hidden below the surface?

1. Beliefs
2. Values
3. Expectations
4. Attitudes
 CODES USED IN COMMUNICATION

Verbal Communication
 Words
 Voice
Non-Verbal Communication
 Gestures
 Postures
 Facial Expressions
 Eye Contact
 Vocal Characteristics
 Personal Appearance
 Touch
 Cross Culture Communication

Intercultural Communication is the process of

sending and receiving messages between
people whose cultural background could lead
them to interpret verbal and non-verbal signs
differently.
 Why Cross Culture
Communication is important ?

Globalization: Cross border movement of people, goods and data brings more
and more cultures into contact with one another and increases the potential of
cross culture communication.

◦ Business Opportunities
◦ Job Opportunities
◦ Improves the contribution of employees in a diverse workforce
◦ Sharing of views and ideas
◦ Talent improvisation
◦ An understanding of diverse market
 Verbal Communication Differences

1.Words

2.Voice
 High Context and Low Context Cultures

High Context Culture:- Cultures that rely heavily on non-verbal

and subtle situational cues in communication.

Low Context Culture:- Cultures that rely heavily on words to

convey meaning in communication.
Non-Verbal Communication Differences
 Case In Point : Eye Contact

In some cultures, looking people in the eye is assumed to indicate honesty and
straightforwardness; in others it is seen as challenging and rude.
In USA, the cheapest, most effective way to connect with people is to look them into
the eye.
"Most people in Arab culture share a great deal of eye contact and may regard too
little as disrespectful.
In English culture, a certain amount of eye contact is required, but too much makes
many people uncomfortable.
In South Asian and many other cultures direct eye contact is generally regarded as
aggressive and rude.
Case in Point : Gesture
Gestures

•A motion of the hands, head or body to emphasize an idea

or emotion.

How can a Gestures distort the message………………..

Perfect! OK! Zero! Rubbish!

Worthless!
 USA=OK JAPAN=MONEY

RUSSIA=ZERO BRAZIL=INSULT
How can the same Gestures be treated differently in different
cultures
 Gestures – Around the World

Western - “Do you have a telephone ?”

Brazil - “Cuckold (Your wife is cheating to you)”
USA - “Sign for the Texas Long Horns”
Blocks to Cultural Communication

1. Ethnocentrism : Inability to accept another culture's world view;

"my way is the best."

2. Discrimination : Differential treatment of an individual due to

minority status; actual and perceived; e.g., "we just aren't equipped to
serve people like that."

3. Stereotyping : Generalizing about a person while ignoring presence

of individual difference; e.g., "she's like that because she's Asian – all
Asians are nonverbal."
4.Cultural Blindness: Differences are ignored and one proceeds as
though differences did not exist; e.g., "there's no need to worry about a
person's culture

5.Cultural Imposition: Belief that everyone should conform to the

majority; e.g., "we know what's best for you, if you don't like it you can go
elsewhere."

6.Tone Difference : Formal tone change becomes embarrassing and off-putting in

some cultures.
DEVELOPING CROSS CULTURAL
COMMUNICATION SKILLS

"Tact is the ability to describe others as they see themselves.“

– Abraham Lincoln
 Skills To Overcome Differences

"To handle yourself, use your head; to handle others, use your heart."
– Donald Laird
 Skills To Overcome Differences

• Respecting Differences and Working Together

 Skills To Overcome Differences

• Building Trust Across Cultural Boundaries

 Skills To Overcome Differences

• Understanding Body Language

United States of America
•Americans tend to refrain from greetings that involve hugging and other close physical contact.
•When sitting, U.S. citizens often look very relaxed. They may sometimes sit with the ankle of one
leg on their knee.
Arab Countries
•The left hand is considered unclean in the Arab countries.
•When sitting, keep both feet on the ground.
•The "thumbs up" sign is offensive throughout the Arab world.
South Korea
•Bows are used for expressing appreciation, making apologies and requests, as well as for
greetings and farewells.
•When the Japanese want to give the impression that they are in deep thought, they will
sometimes fold their arms.
 Skills To Overcome Differences

• Connecting with people

Things To Remember While Interacting And Connecting With
People
Business Attire
Selecting and Presenting Business Gifts
• Unwrapping gifts
Saudi Arabia - Gifts are opened in private.
USA - Gifts are opened in public
•Appreciated Gifts
Indonesia - Gifts, such as tokens memento of your country or
your company logo
Turkey - Wine or liquor if you are sure your hosts drink alcohol,
Candy, pastries & Roses, Glassware, such as a vase, goblet, or decanter make
prized gifts
• Gifts to avoid
UAE - Alcohol / perfumes containing alcohol and pork and pigskin
products to be avoided
China - Do not give anything in sets of four or gifts that carry the
association of death, funerals such as clocks, cut flowers, white
objects.
How do you do it?

• The handshake should be firm.

• While shaking hands establish eye contact and

always smile

• The person who initiates the handshake is the

one who closes it.

Improving Cross Culture Communication
Welcome Topics & Topics to Avoid
during Conversation
• Welcome Topics of Conversation:
Indonesia: Family, travel/tourism, sports, praising the local
cuisine, future plans and success of the group or
organization
Germany: Sports--particularly soccer, tennis, current events,
politics, among those who imbibe, beer is often a good topic
of conversation
•Topics to Avoid:
Indonesia: Politics, corruption, criticism of Indonesian ways, commenting on Indonesian
customs that you find peculiar, religion

Saudi Arabia: Middle Eastern politics and International oil politics, Israel, criticizing or
questioning Islamic beliefs, women/ inquiries or complimentary remarks about the
female family members of your Saudi associates

South Korea: Korean politics/local politics, The Korean War, Socialism and
Communism, Japan and your contacts in Japan, your host's wife, Personal family
matters

Germany: World War II, personal questions,

TEN Pre-cautions in Cultural Communication

1. Slow Down
2. Separate Questions
3. Avoid Negative Questions
4. Take Turns
5. Write it down
6. Be Supportive
7. Check Meanings
8. Avoid Slangs
9. Watch the humour
10. Maintain Etiquette
 Business Etiquette

“More Than Just Eating With the Right

Fork”
 Business Etiquette - Key Aspects

Difference between Social and Business Etiquette

The importance of Introductions

Telephone Etiquette

Office Etiquette

Dress Etiquette

Dining Etiquette
 Difference between Social and Business Etiquette

Social Etiquette Business Etiquette

Marked by Chivalry Marked by Hierarchy

and Power

Gender plays a role Gender has no role

The Golden rule for everyone is to treat others

as they themselves would like to be treated.
 The Importance of Introductions

Gender

Name

Name Tags
 INTRODUCTIONS
• Failing to introduce people in a business situation
makes you look downright unprofessional.
• Always rise as a mark of respect.

• Look into the eyes and smile

• Give a firm handshake

• Say , “ how do u do?”

 INTRODUCTIONS
 Introduction protocol
 Junior is introduced to senior
 Your to the elderly
 The rule is to say important persons name first. Add a few
words about that person

 If you forget someone’s name during an introduction,

don’t panic. Look the person directly in the eye and with a
sincere smile, say “I’m sorry, but your name just slipped
my mind. Could you remind me?”
 Stay around till both the parties start speaking.
Handshake
 Handshake
• Handshake is a gesture of acceptance and welcome.
• Extend your right hand
• Web to web, finger to finger
• Give slight pressure
• Grasp the other person’s hand firmly and completely.
• Look into the eyes and smile
• Release the hand in three seconds.
• But no matter what, never, ever refuse to accept someone’s
hand.
 Office Etiquette
Greetings Hovering

Punctuality Communication

Space Credit and Compliments

Time
Speak well of your
co-workers
Play the Host

Posture • The Boss

CUBICLE ETIQUETTE
 CUBICLE ETIQUETTE
• Never enter someone's cubicle without permission.

• Announce yourself at their doorway or lightly knock on

the wall.

• Post a sign or flag at your cube entrance to signal when

you can be interrupted.

• Don't peek in as you walk past each one.

 CUBICLE ETIQUETTE
• Don't loiter outside someone's cube while you
wait for him or her to finish a phone call.

• Never read someone's computer screen or

comment on conversations you overhear.

• Keep your hands off others desk. Just because

there's no door doesn't mean you can help
yourself to their paper

• Avoid eating meals inside the cube

 Dress Etiquette

The Professional look

Dress for the part

Simple but Classy

Grooming
 Telephone Etiquette

When you initiate a call identify

yourself.

Tell the basic nature of

your call.

• Have someone answer

your calls.

• Always return calls.

• No phone calls during

meetings
 Eating Out/Receptions

• It’s not about the food.

• It’s not about the beverages.
 Restaurants
Know how to use a standard table setting. Start with utensils on the outside
and work your way “in”.
 Restaurants

Don’t order an expensive entrée

Don’t order anything crunchy or messy, or that you eat have to eat with your
fingers
Don’t put your elbows on the table, but you may rest your hands there
 Restaurants
Don’t start eating until your host or hostess does, or until everyone has been
served
Cut meat one piece at a time
Rest silverware on your plate when speaking
 Restaurants
Don’t bring your face down to the plate – bring your utensil
up to you
Don’t help yourself to an item you’ve been asked to pass until the person
who requested it has served him or herself
 Restaurants
Pace yourself so that you
finish about the same time as everyone
else
Limit or forego alcohol consumption
Don’t push your dishes away to signal you
have finished. When you’re done, put
your utensils in a
4:00 position.
Conducting Effective Meetings
Conducting Effective Meetings
 Information

Where there is an interactive task within

the programme it cannot be completed on-
screen. It is suggested that a printed copy
be made.
Conducting Effective Meetings

Introduction
Conducting Effective Meetings

• Why have a Meeting

• Types of Meetings
• Establishing Aims & Objectives
Conducting Effective Meetings
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Planning a Meeting
Conducting Effective Meetings

• Preparation
• Constructing an Agenda
• Agenda Contents
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Conducting a Meeting
Conducting Effective Meetings

• Chairing a Meeting
• Who should Attend?
• Facilities
• Controlling a Meeting
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Speaking at Meetings
Conducting Effective Meetings

• Questioning Techniques
• Your Voice
• Presenting a Case
• Non-Verbal Communications
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Dealing with Problems

Conducting Effective Meetings

• Straying from the Agenda

• Achieving Results
• Team Meetings
• Problem Solving
• Dealing with Different Types
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Minute Taking
Conducting Effective Meetings

• Types of Minutes
• Writing the Minutes
• Layout of Minutes
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Test Your Knowledge

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