communication (hm)

8/6/2019 Communication (HM)

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Communication

Source : Slides are based on the teaching of Swami Vivekananda Youth Movement, Karnataka and wikibooks

Health Management-MPH 2011 Session

Sanjeev Kumar Singh

July 8th, 2011


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Presentation overview

Definition Elements

Process

Purpose and function Types

Barriers and breakdowns

Towards effective communication Communication models

Dos and Donts

Discussion


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CommunicationTheBRAHMSHTRA of Mangement

Father : I want you to marry a girl of my choiceSon : I will choose my own bride!

Father : But the girl is Bill Gates's daughter.

Son : Well, in that case...ok

Next - father approaches Bill Gates.

Father : I have a husband for your daughter.

Bill Gates : But my daughter is too young to marry !

Father : But this young man is a vice-president of the WorldBank.

Bill Gates : Ah, in that case...ok


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Finally father goes to see the president of the World Bank.

Father : I have a young man to be recommended as a vice-president.

President : But I already have more vice- presidents than Ineed!

Father : But this young man is Bill Gates's son-in-law.

President : Ah, in that case...ok

Thus,COMMUNICATION has power to maketheIMPOSSIBLE ,POSSIBLE !

Communication - Continued


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Definition

Communication is the exchange and flow of information

and ideas from one person to another; it involves a

sender transmitting an idea, information, or feeling to a

receiver.

Effective communication occurs only if the receiver

understands the exact information or idea that the

sender intended to transmit.

Source : U.S. Army. (October 1983). Military Leadership. FM 22-100. Washington, DC: U.S. Government Printing Office.


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Communication Unavoidable necessity from

birth to death. It is all about 6 Ws and 1 H.They are :

Who : The communicator

Whom : The receiverWhat : The message

Where : The appropriate place

When : The appropriate time

Why :To pass the information

How : Via any medium


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Ways of communication


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Communication elements

Communicator : Person who wants to pass his information

Source idea : Idea to communicate

Message : The information one wants to communicate

Encoding : How the message is transmitted

Channel : Medium of the communication

Receiver : Party receiving the communication

Decoding : How the message is understood by receiver

Feedback : This step conveys to the transmitter that themessage is understood by the receiver.

Source http://wiki.answers.com/Q/What_are_the_elements_of_communication (Accessed on Jul 7th, 2011)


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Communicators

Should be aware of all effective communicationelements

4 Ps Power, Pace, Pitch and Pause Mix up different feelings (Anger, humor, sadness,

thoughtfulness)

Learn to listen to the audience


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Messages

Scientifically correct

Short and simple

Positive Local language

Suit all levels of people or the community, hespeaking with

Make messages action oriented


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Medium

Carries the message from the communicator to theaudience

Has to play on emotions for maximum impact

Audio media Audio tape, recorders, PA system Print media Books, Booklets, Stickers, Banners, Charts,

Posters, pamphlets

Projected media Slides, OHP, Film

Modern media VCD, Video, Internet, TV

Folk media songs, street play; all other media have

emerged from folk media


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Receiver

Never underestimate the audience

Measure their level

Alter communication based on the situation Receiver has to be ready to decode the info

Remember understanding is in the mind of both thesender and receiver


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Feedback

Feedback essential to check the effectiveness ofcommunication

Feedback indicates whether individual or

organizational change has taken place as a result ofcommunication

Barriers like noise, inappropriate medium,assumptions, emotions, language differences, poorlistening skills, distractions, can effect encoding,transmission, decoding and understanding.

This can be confirmed by feedback


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Process

Encodes

[Sender]

Decodes[Receiver]

Barrier

Barrier

Medium/Channel

Feedback/Response

2. Message1. Source idea


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The purpose and function

The Management Process

Planning Organizing Staffing Leading Controlling

C o m m u n i c a t i o n

External environment

Patients, beneficiaries

SuppliersDonors

Governments

Community

Other stakeholders


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Hearing Vs Listening

Hearing Physical process, natural, passive

Listening Physical as well as mental

process, active, learned process, a skill

Listening is hard.

We must choose to participate in the process of listening.


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Types

Oral communication:It involves words through talking. It is spoken

communication.

Verbal communication

It includes rate, volume, pitch as well asarticulation and pronunciation. Verbal

communication also includes sign language and

written forms of communication.

Non verbal communicationIt includes those important but unspoken signals

that individuals exhibit, specifically :

carriage/posture, appearance, listening, eye

contact, hand gestures and facial expressions.


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Types-Continued

Downwards Communication :

Highly Directive, from senior to subordinates, toassign duties, give instructions, to inform to offerfeed back, approval to highlight problems etc.

Upwards Communications :

It is non directive in nature from down below, togive feedback, to inform about progress/problems,seeking approvals.

Lateral or Horizontal Communication :

Among colleagues, peers at same level forinformation level for information sharing forcoordination, to save time.


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Barriers and breakdowns

Lack of planning. Un-clarified assumptions Poorly expressed messages

Culturally inappropriate situations

Loss by transmission and poor retention

Poor listening and premature evaluation

Distrust, threat and fear

Insufficient period for adjustment to change Information overload

Other barriers selective perception, attitude,status and power


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Towardseffective communication

Planning should not be done in a vacuum, useparticipative planning

Consider needs of the receiver

Pay attention to the 4 ps Take proper feedback to ensure that the

communication culminates in understanding

Recognize the need for emotions incommunication

Learn to listen both as sender and as areceiver


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Shannon and Weaver model

An information source, which produces a message.

A transmitter, which encodes the message into signals

A channel, to which signals are adapted for transmission A receiver, which 'decodes' [reconstructs] the message from the

signal.

A destination, where the message arrives.


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S-M-C-R model


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Linear model

It is a one way model to communicate with others. It consists ofthe sender encoding a message and channeling it to the receiver

in the presence of noise.

Draw backs This model assumes that there is a clear cutbeginning and end of communication. It also displays no

feedback from the receiver.

Eg- A letter, email, text message


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Interactive model

It is two linear models stacked on top of each other. The senderchannels a message to the receiver and the receiver and vice

versa This model has added feedback, indicates that communication is

not a one way but a two way process

Draw backs there is feedback but it is not simultaneous

Eg: Instant messaging


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Transaction model

It assumes that people are connected through communication;they engage in transaction. It recognizes that each of us is a sender-

receiver and communication is fluid/simultaneous. It also contains ellipses that symbolize the communication

environment

Where the ellipses meet is the most effect communication area. Eg. : Talking/listening to friends.


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Communication DOs

Always think ahead about what you are going to say.

Use simple words and phrases.

Increase your knowledge on all subjects.

Speak clearly and audibly.

Check twice with the listener whether you have been understoodaccurately or not

In case of an interruption, always do a little recap of what has beenalready said.

Always pay undivided attention to the speaker while listening.

While listening, always make notes of important points.

Always ask for clarification if you have failed to

Repeat what the speaker has said to check whether you haveunderstood accurately.


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Communication Don'ts

Do not instantly react and mutter something in anger.

Do not use technical terms & terminologies

Do not speak too fast or too slow.

Do not speak in inaudible surroundings, as you wont beheard.

Do not assume that every body understands you.

While listening do not glance here and there Do not interrupt the speaker.

Do not jump to the conclusion that you have understoodevery thing.


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in the new global anddiverseworkplace

requiresexcellent communication skills!

Success for YOU


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Communication

Health Management, MPH 2011 Session

Sanjeev Kumar Singh, 6144

July 8th, 2011

communication (hm)

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