effective communication

Principles of Effective Communication

Communication A process Organizations/people (Fed Ex) (Microsoft) (HU) Gold or dust managers (75%-80% time) Flatter organizations (multi-nationals) Participatory management, building trust, promoting

understanding, empowering and motivating employees (South West Airlines)

Global operations & diversity (McDonald’s, Mac Raja)

Team management (Grand prix)

Components of communicationProcess of communicationCommunication cycle (Murphy P 11 to 14)

Context: A broad field that includes country, culture, organization, internal/external stimuli

Sender-encoder: The sender of information who seeks the desired response from the receiver

Message: Core idea you wish to communicate Medium: Printed word, electronic mail or sound Receiver-decoder: A person who receives

information Feedback: Refers to response or reaction of the

receiver to a particular communication

Problems of Communication M-15-21(Distortion, Noise, Redundancy) PBP 12-13

Distortion: When meaning of communication is lost while handling it or when the

language is not properly understood by the receiver, it is called distortion

Conventions of Meaning: Miscommunicated instructions (bi-monthly), denotation, connotation

Perception of reality: Abstracting, Slanted statements (not factual, reveal bias)

Values, attitudes and opinions-favorable info, incomplete info, closed minds, sender’s credibility

Noise: Distraction in environment in which

communication takes place

Physical Noise: noisy fan, cooler, loud music

Technical Noise: weak signal, phone line

Social Noise: interference due to difference in personality, culture, education

Psychological Noise: emotions, prejudice

Redundancy: Using more than one channel of communication. Phone, meeting, verbal instructions

Effective Listening (M 399-403)PBP 25, 33-35)

Generally a neglected skill. No formal training at school or college level like speaking and writing

Considered an important skill in the business context in particular

Faults in listening

Poor listening habits Studies agree – listening efficiency no better than 25

to 30 % Prejudice against the speaker External distractions (physical) Thinking speed (speaking 80-160, thinking 400-800) Pre-mature evaluation Semantic stereotyping (we know what the speaker

is going to say) Monotone of the speaker

Basic principles of effective listening

Aim – look for key words, signals or ideas Activity – take interest, think about questions Alertness – focus on what is being said

instead of what the speaker has said earlier or is going to say next

Accuracy – No premature evaluation

Types of listening

Listening for contents Critical listening Empathetic listening

How receptivity of a message can be enhanced? (P-5)

Under ordinary circumstances no surety of communication received or otherwise

Receptivity of audience to be taken into account. Can be enhanced:

Share common vision Message related to needs Message confirm our ideas, beliefs Accessible and understandable Source of the information Message is challenging, information interesting