effective communication
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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