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m Process of Communication
m Communication Model
m Objectives of Communication
m Principles of effective communication
m Importance of Business Communication
m Importance of Feedback
Communication is the process of exchanging
information, usually through a common system
of symbols.
Types:
m FACE-TO-FACE : occurs between two persons
m MEDIATED: occurs when a device such as a
telephone or computer is placed in between the
source and audience. Ex: telephone conversation, e-
mail, online chat, and letter writing
ëappens within and between groups,
organizations and institutions.
TYPES:
m FACE-TO-FACE: group meetings, lectures, messages
with or without the use of microphones
m MEDIATED: some forms of media or
communications technologies are used to
disseminate messages; may be external or internal
Directed to the general public and, therefore, is
highly impersonal; allow large-scale dissemination
of messages to audiences who are dispersed over a
wide geographical area.
FORMS:
m TRADITIONAL TRI-MEDIA: print, BC and film
m OTëER FORMS: music recordings, advertising and
other strategies for mass marketing and publicity
j
Mehrabian and his colleagues were seeking to understand the relative impact of
facial expressions and spoken words.
m °
Subjects were asked to listen to a recording of a female saying the single word
'maybe' in three tones of voice to convey liking, neutrality and disliking.
The subjects were then shown photos of female faces with the same three
emotions and were asked to guess the emotions in the recorded voices,
the photos and both in combination. The photos got more accurate
responses than the voice, by a ratio of 3:2.
m °
Subjects listened to nine recorded words, three conveying liking (honey, dear and
thanks), three conveying neutrality (maybe, really and oh) and three conveying
disliking (donǯt, brute and terrible).
The words were spoken with different tonalities and subjects were asked to guess
the emotions behind the words as spoken. The experiment finding was that tone
carried more meaning than the individual words themselves.
Mehrabian concluded the following formula from
these studies:
It can be defined as
The use of effective language to convey a clear
business message to achieve a predetermined
objective.
m Business communication encompasses not only
communicating with external contacts but also with
employees within the organization.
m This will aid the business in being well-organized and
every matter whether it is a problem, an inquiry or a
sales letter will be attended to properly and promptly.
m It does not mean that only a clientǯs inquiry should be
responded promptly but also feedbacks or problems
arising inside and outside the business as well.
m This is done to have a balance within the internal and
external factors, especially in relation to dealing with
people, whether they are employees or other external
contacts.
Better
quality of
documents
Lesser Enhanced
Misundersta Professional
nding image
Increased
Increased
Effective productivity
awareness
among Communication
employees
Stronger
Decision
Making
Improved
customer Quicker
relations Problem
Solving
ëealthier
business
relationships
m Control Ȃ communication acts to control member behavior in
several ways. Organization have authority hierarchies and formal
guidelines that employees are required to follow.
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m O - The main objective of a business is to
pass on information and making people more
informed, E.g.- all the advertisement activity that
we see around as are an attempt to inform and pass
the information on to others, and in case of
business houses this information is mostly about
the product or services that they have to offer. But
the mode of communication may be verbal, written,
visual or any other.
m communication in business is also
necessary to increase the motivation in the workers.
So if the communication is done properly and is
successful in motivating the workers and workers
are motivated enough the work gets done easily,
efficiently and they will work independently and
with out supervision.
m ï Another very important objective
of business communication (internal) is to keep the
moral of the workers high so that they work with
vigor and confidence as a team. This is a major
factor that can have very serious impact on the
success of a business house.
m a
An order is an oral or
written command directing the start, end or
modifying an activity. This form of communication
is internal and is carried out within a business
house. Order may be written or verbal. Written
orders are given when the nature of work is very
important or the person who would perform the
task is far away. We should always be careful while
handing out written orders and should always keep
a copy of the order so that follow up action can be
taken.
m r Now communication can
also be used in business to increase the circle of
knowledge. The objective of education is achieved
by business communication on three levels
(a) Management (b) employees (c) general public
m V jhe message must be as clear as
possible. No ambiguity should creep into it. The
message can be conveyed properly only if it has been
clearly formulated in the mind of the communicator.
m V
the communicator must know
clearly the purpose of communication before actually
transmitting the message. The objective may be to
obtain information, give information, initiate action,
and change another personǯs attitude and so on. If the
purpose of communication is clear it will help in the
choice of mode of communication.
m V
understanding is the main aim of any
communication. The communication must crate
proper understanding in the mind of the receiver.
m Says What
m In Which Channel
m To Whom
m It is Easy and Simple
But even with the Dzrightdz symbols, people misunderstand each other.
DzProblems in Dzmeaningdz or Dzmeaningfulnessdz often arenǯt a matter of
comprehension, but of reaction, of agreement, of shared concepts,
beliefs, attitudes, values. Dz
m O
m Encoder Ȃ Who does encoding or Sends the message
(message originates)
m Decoder Ȃ Who receives the message
m Interpreter Ȃ Person trying to understand (analyses,
perceive) or interpret
m Distance
You can never be sure that the message in your mind will be
clearly sent to your receiver. The world is full with errors, as a
result of differences in semantic (meaning) understanding.
m The Senderǯs and receiverǯs experience with the
word differ.
m Words from one environment are taken out and put
into an environment where they donǯt fit.
m Opinions are given as facts.
m An Abstract word is used when concrete word is
required.
example- One may want to say that student of that
particular college is rowdy but in order to avoid
naming names, one may abstract generalise and put
the blame on the college students as a whole.
m Complex phrases and long constructions are used.
m Also when idioms are meant to be understood in
the idiomatic sense but are taken in the literal
sense.
m As for language barriers, we all experience how
different regional groups, sometimes due to their
previous regional habits distort pronunciations.
Example: ëe is good at Batting.
ëe is good at betting.
m Lack of proper language skills may lead to wrong
choice of words.
m Speakers with different accents find it hard to
understand in India while Americans may have
hard time making sense of Indianised English.
m Shiny Abraham at the 1986 Asian Games at Seoul.
Despite coming first by a very wide margin in the
800 m. Race, she was disqualified and lost her gold
medal for having crossed the track at the place
where she should not have gone. According to her
she mistook the symbol, i.e., the colour of the flag.
Whereas in our country the red flag indicates
danger, in South Korea white flag is used for the
same purpose. Misinterpreting the white flag which
had been put up at that point, she crossed the track
at the wrong place and suffered a setback.
m A very interesting example of a communication made effective by the
use of words appropriate to the environment in which they were used
is provided by the following incident that took place in one of the
agricultural states of the USA.A proposal for raising the salaries of the
faculty members of an agricultural college was under discussion. The
farmers' bloc was totally against giving the raise to the college teachers
- they could not see why they should pay those college teachers $5000
a year just for talking 12 to 15 hours a week Faculty representatives
made no headway in their negotiations until one of them who had
some farming experience, got an inspiration."Gentlemen", he told the
members of the administrative body, "a college teacher is a little like a
bull. It's not the amount of time he spends. It's the importance of what
he does!"
V
Four strategies can be followed for clarity of ideas:
a) Test thinking
b) Collect ideas and suggestions from others
c) Support the decision of those responsible for
carrying out the communication
d) Increase the level of motivation
r
m Attribution Theory
m Selective Perception
m ëalo Effect
m Contrast Effects
m Projection
m Stereotyping
V V
a
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m Fundamental Attribution Error
The tendency to underestimate external factors and
overestimate internal factors when making judgments
about others behaviour.
m Self-Serving Bias
The tendency to attribute oneÈs successes to internal
factors while putting the blame for failures on external
factors.
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m Selective Perception
People selectively interpret what they see based on their
interests, background, experience, and attitudes.
m ëalo Effect
Drawing a general impression about an individual based on a
single characteristic.
m Contrast Effects
A person>s evaluation is affected by comparisons with other
individuals recently encountered.
m Projection
Attributing one>s own characteristics to other people.
m Stereotyping
Judging someone on the basis of your perception of the
group to which that person belongs.
m Prejudice
An unfounded dislike of a person or group based on
their belonging to a particular stereotyped group.
m Self-Fulfilling Prophecy
A concept that proposes a person will behave in ways
consistent with how he or she is perceived by others.
m The art of hearing and understanding what
someone is saying.
m Relationship Listening
m Appreciative Listening
m Critical Listening
m Discriminative Listening
m Informative listening is the name we give to the situation
where the listenerǯs primary concern is to understand the
message.
m Listeners are successful insofar as the meaning they assign
to messages is as close as possible to that which the sender
intended.
m Much of our learning comes from informative listening.
For example, we listen to lectures or instructions from
teachersȄand what we learn depends on how well we
listen.
m In the workplace, we listen to understand new practices or
proceduresȄand how well we perform depends on how
well we listen.
m We listen to instructions, briefings, reports, and speeches;
if we listen poorly, we arenǯt equipped with the
information we need.
m There are three key variables related to informative
listening.
p p increasing your vocabulary will increase your
potential for better understanding.
2. pw Concentration is difficult. You can
remember times when another person was not
concentrating on what you were sayingȄand you
probably can remember times when you were not
concentrating on something that someone was saying to
you.
m Concentration: There are many reasons people donǯt
concentrate when listening.
1. Listeners are preoccupied with something other than the
speaker of the moment.
2. Sometimes listeners are too ego-involved, or too
concerned with their own needs to concentrate on the
message being delivered.
3. they lack curiosity, energy, or interest.
4. Many people simply have not learned to concentrate
while listening.
5. Others just refuse to discipline themselves
6. Lacking the motivation to accept responsibility for good
listening.
m Memory: you cannot process information without
bringing memory into play. More specifically, memory
helps your informative listening in three ways.
a. It allows you to recall experiences and information
necessary to function in the world around you.
b. You would be unable to drive in heavy traffic, react to new
situations, or make common decisions in life without
memory of your past experiences.
c. It allows you to understand what others say. Without
simple memory of the meaning of words, you could not
communicate with anyone else. Without memory of
concepts and ideas, you could not understand the
meaning of messages.
m The purpose of relationship listening is either to help an
individual or to improve the relationship between people.
m Therapeutic listening is a special type of relationship
listening.
m Therapeutic listening brings to mind situations where
counselors, medical personnel, or other professionals
allow a troubled person to talk through a problem.
m But it can also be used when you listen to friends or
acquaintances and allow them to Dzget things off their
chests.dz
m Although relationship listening requires you to listen for
information, the emphasis is on understanding the other
person.
m Three behaviors are key to effective relationship listening:
attending, supporting, and empathizing.
àw
Much has been said about the importance of
Dzpaying attentiondz .
In relationship listening, attending behaviors indicate
that the listener is focusing on the speaker. Nonverbal
cues are crucial in relationship listening; that is, your
nonverbal behavior indicates that you are attending to
the speakerȄ or that you arenǯt! on,dz or Dzattendingdz
behavior.
Eye contact is one of the most important attending
behaviors.
3. rp
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Empathy is feeling and thinking w