CommunicationCommunication

Slides By Rana Usman SattarStudent Of BBA(Hons)PMAS Arid Agriculture University RawalpindiGmail: ranaa.usman@gmailFacebook: usman.shan86@yahoo.com

The word Communication is derived from “Communis” (Latin) The word Communication is derived from “Communis” (Latin) meaning meaning commoncommon. (establishes common ground of understanding). (establishes common ground of understanding)

A process which involves sharing of information between people A process which involves sharing of information between people through a continuous activity of speaking, listening and through a continuous activity of speaking, listening and understanding. understanding.

Robert AndersonRobert Anderson, in his book ,Professional Selling, defines , in his book ,Professional Selling, defines “Communication is interchange of thoughts, opinions, or information, “Communication is interchange of thoughts, opinions, or information, by speech, writing, or signs”.by speech, writing, or signs”.

Allen Louis Allen Louis says, “Communication is the sum of all the things one says, “Communication is the sum of all the things one person does when he wants to create understanding in the mind of person does when he wants to create understanding in the mind of another it involves a systematic and continuous process of telling, another it involves a systematic and continuous process of telling, listening, and understanding.”listening, and understanding.”

Today communication has become a buzzwordToday communication has become a buzzword Communication is dynamic---active, energetic, forceful and constantly Communication is dynamic---active, energetic, forceful and constantly

changing. changing.

Mechanical systems are deterministic and closedMechanical systems are deterministic and closed

Human comm. are not deterministic, but spontaneous and discretionary:Human comm. are not deterministic, but spontaneous and discretionary: that is they respond to moods ,distractions, impulses, all of which can that is they respond to moods ,distractions, impulses, all of which can

change any moment. (complex)change any moment. (complex)

People need people. We can’t be human alone. (social)People need people. We can’t be human alone. (social)

German Philosopher, German Philosopher, Karl Jasper Karl Jasper “ Man’s supreme achievement in the “ Man’s supreme achievement in the world is communication from personality to personality.” (from other world is communication from personality to personality.” (from other creatures)creatures)

Interpersonal comm. Is Interpersonal comm. Is humanity’s greatest accomplishment humanity’s greatest accomplishment but but unfortunately most people are unable to communicate well.unfortunately most people are unable to communicate well.

Many people believe that mental illness is primarily a problem of Many people believe that mental illness is primarily a problem of inadequate comm. inadequate comm.

Comm. Life blood of every kind of relationship.Comm. Life blood of every kind of relationship.

Four Skills of CommunicationFour Skills of Communication

Why We CommunicateWhy We Communicate

1. 1. SociallySocially---- friends, family and ---- friends, family and acquaintances.(daily)acquaintances.(daily)

2. 2. As students-As students-----build up formal ----build up formal skills(reading, writing, speaking, skills(reading, writing, speaking, listening)listening)

3. 3. All professions All professions involve involve communication------(doctors, communication------(doctors, teachers, engineers, accountants )teachers, engineers, accountants )

To informTo inform To requestTo request To persuadeTo persuade To build goodwillTo build goodwill

WE CAN CHANGEWE CAN CHANGE Our methods and style of comm. are Our methods and style of comm. are primarily learned responsesprimarily learned responses. Our . Our

training starts at an early age. training starts at an early age.

You can not learn to play the guitar------- by listening to a concert.You can not learn to play the guitar------- by listening to a concert. Learn to paint -----------------------------------by looking at picturesLearn to paint -----------------------------------by looking at pictures

Change is inevitable-----------it is impossible to remain the same with new Change is inevitable-----------it is impossible to remain the same with new exposures / developments in one’s life.exposures / developments in one’s life.

People need to be People need to be highly motivated highly motivated to change to change

Robert Bolton in “People Skills”, claims “Robert Bolton in “People Skills”, claims “At any period of lifeAt any period of life, the , the average person of sound mind and determination can learn improved ways average person of sound mind and determination can learn improved ways of comm.”of comm.”

Law of change says “Things do not stay the same. If they don’t get Law of change says “Things do not stay the same. If they don’t get better, they get worse.” better, they get worse.”

six tips for improving your six tips for improving your communication style:communication style:

1.1. Knowing how to improve communication skills will come easier once you become aware of Knowing how to improve communication skills will come easier once you become aware of your own communication style.your own communication style.

Each person has a unique way of communicatingEach person has a unique way of communicating. Listen to your own speech. What sorts of . Listen to your own speech. What sorts of words do you use? Which sort of body language and what tone of voice are you using?words do you use? Which sort of body language and what tone of voice are you using?

Now, Now, think of someone who, in your opinion, is a good communicatorthink of someone who, in your opinion, is a good communicator. Compare your style . Compare your style to theirs. You've just taken an important first step in how to improve communication skills.to theirs. You've just taken an important first step in how to improve communication skills.

2.2. Now that you are aware of your own style, study the style of those around you. How do the Now that you are aware of your own style, study the style of those around you. How do the most important people in your life converse? How do they say things? Look for approaches you most important people in your life converse? How do they say things? Look for approaches you can model and make your own.can model and make your own.

3.3. Adjust to the other styles of communication. Adjust to the other styles of communication. Don't think it is too late to changeDon't think it is too late to change your way of your way of conversing because it's been years. You had to learn to communicate in the first place and you conversing because it's been years. You had to learn to communicate in the first place and you can unlearn certain behaviors or change them. Sometimes we get stuck in a communication rut.can unlearn certain behaviors or change them. Sometimes we get stuck in a communication rut.

A father once was having a hard time with his teenaged daughter. She was growing and he A father once was having a hard time with his teenaged daughter. She was growing and he thought she didn't tell him what was going on in her life. They were in a heated discussion when thought she didn't tell him what was going on in her life. They were in a heated discussion when he asked, "Why didn't you tell me?"he asked, "Why didn't you tell me?"

Her answer was that she had, but he was too busy lecturing her to hear him. He learned that Her answer was that she had, but he was too busy lecturing her to hear him. He learned that adjusting his style to his daughter would involve adjusting his style to his daughter would involve listening first before jumping right into listening first before jumping right into solving the problem.solving the problem.

4. To build rapport, during a conversation try and match the other person's movements, posture 4. To build rapport, during a conversation try and match the other person's movements, posture and verbal style. Don't do everything they do, but mirror one or two things. For example, if the and verbal style. Don't do everything they do, but mirror one or two things. For example, if the person person gives mostly short answers to questions, you follow suit.gives mostly short answers to questions, you follow suit.

Or, maybe they Or, maybe they talk at a slower pace talk at a slower pace than you usually do-slow your speaking speed to match than you usually do-slow your speaking speed to match theirs. This may sound simplistic but it is a very potent way to make someone feel very relaxed theirs. This may sound simplistic but it is a very potent way to make someone feel very relaxed and comfortable in your presence.and comfortable in your presence.

5. The way you communicate at home may not be the same as in a different environment. Make 5. The way you communicate at home may not be the same as in a different environment. Make sure you sure you change your style to suit the different settingchange your style to suit the different setting. Some comments you might want to . Some comments you might want to tell your best friend, in private.tell your best friend, in private.

6. Don't criticize others for communicating differently. If we all communicated in the same 6. Don't criticize others for communicating differently. If we all communicated in the same way, we'd soon be bored with each other.way, we'd soon be bored with each other.

Getting a good grasp of your communication style and finding ways to accommodate other Getting a good grasp of your communication style and finding ways to accommodate other peoples' styles, is a good way to improve your communication skills.peoples' styles, is a good way to improve your communication skills.

Changing Workplace EnvironmentChanging Workplace Environment

Challenges faced by modern workers areChallenges faced by modern workers are::

No organizational goal is attainable without comm.No organizational goal is attainable without comm.

A sea-change in use of technology (New developments A sea-change in use of technology (New developments ---satellite, phone, internet)---satellite, phone, internet)

Transformation of both work and organizational Transformation of both work and organizational structure(Size of organization)structure(Size of organization)

Work is more complex and requires greater coordination Work is more complex and requires greater coordination and interaction among workersand interaction among workers

Increased global competitionIncreased global competition Increased quality emphasis and customer focus (ISO)Increased quality emphasis and customer focus (ISO) Increased focus on legal and ethical problemsIncreased focus on legal and ethical problems Service workers outnumber production workers Service workers outnumber production workers The pace of work is fasterThe pace of work is faster Concept of human capital (employee attitude, interest & Concept of human capital (employee attitude, interest &

welfare)welfare) Need to learn corporate etiquettesNeed to learn corporate etiquettes Writing letters, memos, reports, participation in seminars, Writing letters, memos, reports, participation in seminars,

discussions, interviews, presentations etc. (personality discussions, interviews, presentations etc. (personality development programmes)development programmes)

Important Management FunctionsImportant Management Functions

Why managers need comm.Why managers need comm. Managers need communication skills to perform the Managers need communication skills to perform the

following following 1.Interpersonal Role-1.Interpersonal Role---(as a manager you inspire --(as a manager you inspire

confidence, motivate, listen, win support & guide your confidence, motivate, listen, win support & guide your workers)workers)

2. Informational Role-2. Informational Role------ stock control, financial ----- stock control, financial systems, personnel functions , quality controlsystems, personnel functions , quality control

3.Decisional Role-3.Decisional Role---- decision – making is based upon --- decision – making is based upon receiving and interpreting all relevant and necessary receiving and interpreting all relevant and necessary information.information.

Process of comm. Can be Open or Process of comm. Can be Open or ClosedClosed

Theories of Communication Theories of Communication

1. Electronic Theory (mathematical)1. Electronic Theory (mathematical) Message is transmitted directly without any disturbance.Message is transmitted directly without any disturbance. This theory emphasizes “Accuracy”.This theory emphasizes “Accuracy”. Mechanical aspect Mechanical aspect no emotions no emotions involved.involved.

Communicator Communicator Audience Audience Or sender or ReceiverOr sender or Receiver

2. Social Environment Theory2. Social Environment Theory

This theory states different situations/ This theory states different situations/ environments make us perform different roles. environments make us perform different roles. e.g role of a son, father, employees etc.e.g role of a son, father, employees etc.

EnvironmentEnvironment

Communicator Audience

Rhetoric Theory Rhetoric Theory Communication is circular not linear.Communication is circular not linear.

Good communication must produce results.Good communication must produce results.

Sender/Encoder

Channel Receiver/Decoder

Feedback

Environment

Communication CycleCommunication Cycle

Components of communicationComponents of communication

Components of communicationComponents of communication

Classification of CommunicationClassification of Communication

Sensory EnvironmentSensory Environment We communicate according to different We communicate according to different sensations experienced sensations experienced by five by five

Sense Perceptions/sense organs-----Sense of sight, hear, touch, smell, Sense Perceptions/sense organs-----Sense of sight, hear, touch, smell, taste are called SIGNS. (music)taste are called SIGNS. (music)

Our “frame of reference” or “mental set” may be personal or social or both Our “frame of reference” or “mental set” may be personal or social or both regarding a regarding a person or situationperson or situation..

Our perceptions/ mental images are stored in our brain according to our:Our perceptions/ mental images are stored in our brain according to our:

causes communication gap.causes communication gap.Ineffective comm. Causes an interpersonal gap that leads to :Ineffective comm. Causes an interpersonal gap that leads to :Loneliness, family problems, psychological stress, vocational Loneliness, family problems, psychological stress, vocational

incompetence , physical illness , addiction and even death.incompetence , physical illness , addiction and even death.

No two individuals are the sameNo two individuals are the same

Meanings in communication differ because Meanings in communication differ because mental filtersmental filters of individuals are of individuals are unique. (sender & receiver) (communicate--------with staff, parents)unique. (sender & receiver) (communicate--------with staff, parents)

We tend to see good qualities in people whom we perceive to be like We tend to see good qualities in people whom we perceive to be like ourselves, and to be critical of people we perceive to be different from ourselves, and to be critical of people we perceive to be different from us.us.

Stereotype people-----------racial, cultural, or age group.Stereotype people-----------racial, cultural, or age group.

People are not consistent in their behavior People are not consistent in their behavior from one situation to another. from one situation to another. (friendly at home, parties and strict at work)(friendly at home, parties and strict at work)

Group Activity 1Group Activity 1 1. What are the qualities that make people popular with you and your 1. What are the qualities that make people popular with you and your

friends?friends? 2. Do you find it difficult to imagine how older people feel about the things 2. Do you find it difficult to imagine how older people feel about the things

you like or dislike? If so, why?you like or dislike? If so, why? 3. Describe the behavior of people you dislike in different situations, both 3. Describe the behavior of people you dislike in different situations, both

social and formal. social and formal. 4. Do you stereotype people according to their age, wealth, place of 4. Do you stereotype people according to their age, wealth, place of

residence, educational level etc ? If so what sort s of stereotype do you residence, educational level etc ? If so what sort s of stereotype do you attach to different groups of people. attach to different groups of people.

5. Have you been disappointed in people because they failed to live up to 5. Have you been disappointed in people because they failed to live up to your initial impressions? If so what was it you discovered about them ? Had your initial impressions? If so what was it you discovered about them ? Had these features been there all the time? Why , if they had did you fail to these features been there all the time? Why , if they had did you fail to notice them?notice them?

6. We use our perception to give structure and meaning to our world but 6. We use our perception to give structure and meaning to our world but our world differs from one another. How do people’s reports of the same our world differs from one another. How do people’s reports of the same incident vary? How accurate are we in judging people’s intentions, incident vary? How accurate are we in judging people’s intentions, motivations, personalities , characters and attitudes.motivations, personalities , characters and attitudes.

Intrapersonal CommunicationIntrapersonal Communication

Attributes of Intrapersonal CommunicationAttributes of Intrapersonal Communication Physical Self-----------Strengths & WeaknessPhysical Self-----------Strengths & Weakness Spiritual Self---------Nature(Spiritual Self---------Nature(your your thoughts, actions thoughts, actions

attitudeattitude and behaviors and behaviors ) ) Intellectual Self-------Level of intelligenceIntellectual Self-------Level of intelligence Self DialogueSelf Dialogue Become aware of different rolesBecome aware of different roles

Interpersonal CommunicationInterpersonal Communication

When two or more persons talk face to When two or more persons talk face to face (conversations, dialogues, group face (conversations, dialogues, group discussions) discussions)

Communicating with one or more personsCommunicating with one or more persons We spend about 75% of our time We spend about 75% of our time

communicating interpersonally.communicating interpersonally.

Interpersonal Comm. Is ContextualInterpersonal Comm. Is Contextual

Communication is a living act performed in specific context, Communication is a living act performed in specific context, in particular situations, and with a definite goal / purpose in particular situations, and with a definite goal / purpose in mindin mind. . (Context)surrounding conditions.(Context)surrounding conditions.

1.Psychological Context1.Psychological Context 2.Relational Context2.Relational Context 3.Situational Context----(3.Situational Context----(happy----hears depressing news)happy----hears depressing news)

4.Environmental Context4.Environmental Context 5.Cultural Context5.Cultural Context 6. Religious Context6. Religious Context

Errors committed in Interpersonal Comm.Errors committed in Interpersonal Comm.

1. No change in behavior1. No change in behavior 2. People divided in categories2. People divided in categories 3. Negative Appearance3. Negative Appearance 4. By passing----misunderstanding4. By passing----misunderstanding 5. Lack of Language Skills5. Lack of Language Skills 6. Distractions6. Distractions

Characteristics of Effective Characteristics of Effective CommunicationCommunication

1. Open Communication Climate1. Open Communication Climate 2.Commiting to Ethical Comm.2.Commiting to Ethical Comm. 3.Understanding of intercultural Comm.3.Understanding of intercultural Comm. 4.Proficient in Comm. Technology4.Proficient in Comm. Technology 5.Audience Centered Approach to Comm.5.Audience Centered Approach to Comm. 6.Creating & Processing messages 6.Creating & Processing messages

efficientlyefficiently

(Assignment)(Assignment)Advantages of Oral Comm.Advantages of Oral Comm.

1.Direct,simple,time saving and least expensive form of 1.Direct,simple,time saving and least expensive form of comm.comm.

2. It allows immediate feedback2. It allows immediate feedback 3. Corrections can be made at the time of comm.3. Corrections can be made at the time of comm. 4. Conveys personal warmth and friendliness4. Conveys personal warmth and friendliness

Advantages of Written Comm.Advantages of Written Comm.1.1. It serves as evidence of events and proceedings.It serves as evidence of events and proceedings.2.2. Permanent recordPermanent record3.3. Reduces misunderstanding & misinterpretationReduces misunderstanding & misinterpretation4.4. More reliable for transmitting lengthy statistical dataMore reliable for transmitting lengthy statistical data5.5. It appears formal and authoritativeIt appears formal and authoritative

Methods of Communication in Org.Methods of Communication in Org.

Internal CommunicationInternal Communication 1.Spoken Messages1.Spoken Messages Face to face meetingsFace to face meetings PresentationsPresentations 2. Written Messages2. Written Messages Public notices, memorandums, Reports Public notices, memorandums, Reports

magazines, Staff bulletinsmagazines, Staff bulletins 3. Electronic Messages3. Electronic Messages Computers, Local area networks, fax, Computers, Local area networks, fax,

telephonestelephones

External CommunicationExternal Communication

1. Spoken Messages1. Spoken Messages 2. Written Messages2. Written Messages 3. Electronic Messages----Video 3. Electronic Messages----Video

conferences, phones, fax, internetconferences, phones, fax, internet

Channels Of Organizational Channels Of Organizational CommunicationCommunication

1. Informal Communication (grapevine)1. Informal Communication (grapevine) It consists of both business related & personal information. It consists of both business related & personal information. Example: rumors about company affairs and popular TV Example: rumors about company affairs and popular TV

shows. shows. Informal info:Informal info:

is not planned by organization.is not planned by organization. Flows in all directions.Flows in all directions. Develops & maintains positive human relationships.Develops & maintains positive human relationships. Excellent source of information about Excellent source of information about employee moraleemployee morale

and and problemsproblems.. 2/32/3 of employee’s information is received through of employee’s information is received through

grapevine. grapevine.

Advantages of Grapevine CommunicationAdvantages of Grapevine Communication

Grapevine channels Grapevine channels carry information rapidlycarry information rapidly. As soon as an . As soon as an employee gets to know some confidential information, he becomes employee gets to know some confidential information, he becomes inquisitive and passes the details then to his closest friend who in inquisitive and passes the details then to his closest friend who in turn passes it to other. Thus, it spreads hastily. turn passes it to other. Thus, it spreads hastily.

The managers The managers get to know the reactions get to know the reactions of their of their subordinates on their policiessubordinates on their policies. Thus, the feedback obtained is . Thus, the feedback obtained is quick compared to formal channel of communication. quick compared to formal channel of communication.

The grapevine The grapevine creates a creates a sense of unity sense of unity among the employeesamong the employees who share and discuss their views with each other. Thus, grapevine who share and discuss their views with each other. Thus, grapevine helps in developing group cohesiveness. helps in developing group cohesiveness.

The grapevine serves as an The grapevine serves as an emotional supportive emotional supportive valuevalue. .

Disadvantages of Grapevine CommunicationDisadvantages of Grapevine Communication

The grapevine carries The grapevine carries partial information partial information at times as it is more at times as it is more based on based on rumoursrumours. Thus, it does not clearly depicts the complete . Thus, it does not clearly depicts the complete state of affairs. state of affairs.

The grapevine is The grapevine is not trustworthynot trustworthy always as it does not follows always as it does not follows official path of communication and is spread more by gossips and official path of communication and is spread more by gossips and unconfirmed report. unconfirmed report.

The The productivity of employees may be hamperedproductivity of employees may be hampered as they spend as they spend more time talking rather than working. more time talking rather than working.

The grapevine leads to making The grapevine leads to making hostility against the executiveshostility against the executives. . The grapevine may hamper the The grapevine may hamper the goodwill of the organization as it goodwill of the organization as it

may carry false negativemay carry false negative information about the high level people of information about the high level people of the organization. the organization.

2. Formal Communication2. Formal Communication ( business related)( business related)

It is planned by the organization.It is planned by the organization. It flows in all directions.It flows in all directions. It is essential for the effective operation of business.It is essential for the effective operation of business. Examples :Letters, reports, advertisement (radio &TV), Examples :Letters, reports, advertisement (radio &TV),

phone calls.phone calls.

Official information flows through formal channels in Official information flows through formal channels in three directions:- downward, upward, and horizontal.three directions:- downward, upward, and horizontal.

Hierarchical CommunicationHierarchical Communication

1.1. Downward CommunicationDownward Communication All decisions made at top level are All decisions made at top level are

communicated downward to materialize.communicated downward to materialize.

Top management

Job direction/ enrichment(courses/welfare)Job direction/ enrichment(courses/welfare) Organizational procedures and practicesOrganizational procedures and practices Feedback about performanceFeedback about performance Indoctrination of goals/ objectivesIndoctrination of goals/ objectives Safety rules (gloves, goggles, boots )Safety rules (gloves, goggles, boots ) Hiring & firingHiring & firing

Upward CommunicationUpward Communication It travels from subordinates to superiors.It travels from subordinates to superiors.

Employees communicate information about:-Employees communicate information about:- ThemselvesThemselves Co-workersCo-workers ProblemsProblems Goals/targetsGoals/targets Organizational practices and policiesOrganizational practices and policies What needs to be done and how to do itWhat needs to be done and how to do it

No feedback------creates unrest among workersNo feedback------creates unrest among workers

Middle/ Lower management

Lateral / HorizontalLateral / Horizontal Communication Communication

This communication takes place This communication takes place horizontally among the people of the same horizontally among the people of the same rank.rank.

Mostly oral communication takes placeMostly oral communication takes place All departments pool together efforts and All departments pool together efforts and

skills to achieve their goals.skills to achieve their goals.

Benefits of Communication for Benefits of Communication for ManagersManagers

1.Conflict Resolution1.Conflict Resolution

Managers become aware of:Managers become aware of: Problem/ grievance solving attitudeProblem/ grievance solving attitude Listening skills improveListening skills improve Better awareness of organizational issuesBetter awareness of organizational issues Sense of judgment---decision making powerSense of judgment---decision making power Empathize Empathize Interpersonal/ communication skillsInterpersonal/ communication skills

Conflicts can create healthy competition, bring changes for Conflicts can create healthy competition, bring changes for improvement. improvement.

Promote organizational democracy.Promote organizational democracy.

2. Motivation2. Motivation

Communication is the Communication is the basic tool basic tool for for motivationmotivation

Managers must learn to motivate their Managers must learn to motivate their workersworkers

Motivation can improve the Motivation can improve the morale/confidence of employeemorale/confidence of employee

Managers must appreciate the work of Managers must appreciate the work of their team members.their team members.

3.Problem Solving3.Problem Solving Some time systems are not operating according to Some time systems are not operating according to

instructions eg.instructions eg. Poor food supplied at cafePoor food supplied at cafe Poor medicationPoor medication Poor facilities at work/transportationPoor facilities at work/transportation HarassmentHarassment

4. Public Relations4. Public Relations Company image and company products helpCompany image and company products help Build image of the employees of an organization. Build image of the employees of an organization.

(LUMS, IBA, Bahria)(LUMS, IBA, Bahria) Lots of contacts/ relations with people of different Lots of contacts/ relations with people of different

walks of life.walks of life.

Benefits of Communication to Benefits of Communication to OrganizationsOrganizations

1.Positive Image1.Positive Image Good communication helps to build positive Good communication helps to build positive

image of an organizationimage of an organization Efficiency and effectivenessEfficiency and effectiveness Company products, company adds, work force Company products, company adds, work force

all contribute to build positive image.all contribute to build positive image. 2. Cost Reduction2. Cost Reduction Inefficient people should not be employedInefficient people should not be employed Right mode of communication should be used.Right mode of communication should be used.

3. Employee Morale3. Employee Morale Happy work force -------more productionHappy work force -------more production Investing in people improves their moraleInvesting in people improves their morale

4.Employee Productivity4.Employee Productivity

Proper direction --------more productivity for org.Proper direction --------more productivity for org.

People have to be told what to do, how to do and People have to be told what to do, how to do and when to do when to do

Communicating at WorkCommunicating at Work

Current factors involved when Current factors involved when communicating at workcommunicating at work

1.1. Heightened Global CompetitionHeightened Global Competition2.2. Flattened Management HierarchiesFlattened Management Hierarchies3.3. Expanded Team based managementExpanded Team based management4.4. Innovative Comm. TechnologiesInnovative Comm. Technologies

5.New work environments5.New work environments

Teleconferencing VideoconferencingTelecommuting

Telework

5.New work environments5.New work environments

Teleconferencing VideoconferencingTelecommuting

Communication

TelecommutingTelecommuting, , e-commutinge-commuting, , e-worke-work, , teleworktelework, , working working from home (WFH)from home (WFH), or , or working at home (WAH)working at home (WAH) is a work is a work arrangement in which employees enjoy flexibility in working arrangement in which employees enjoy flexibility in working location and hours.location and hours.

A teleconference is a telephone or video meeting between A teleconference is a telephone or video meeting between

participants in two or more locations.participants in two or more locations.

A A videoconferencevideoconference or or video conferencevideo conference (also known as a (also known as a videoteleconferencevideoteleconference) is a set of interactive telecommunication ) is a set of interactive telecommunication technologies which allow two or more locations to interact via technologies which allow two or more locations to interact via two-way video and audio transmissions simultaneously. It has two-way video and audio transmissions simultaneously. It has also been called 'visual collaboration' also been called 'visual collaboration' and is a type of and is a type of groupware. groupware.

Its designed to serve a Its designed to serve a conferenceconference rather than rather than individualsindividuals

6. Diverse Work force6. Diverse Work force MulticulturalMulticultural GenderGender AgeAge

7.Thriving in the age of Knowledge7.Thriving in the age of Knowledge Vital raw material in this era is knowledgeVital raw material in this era is knowledge Intelligent machinesIntelligent machines Constantly changing technologiesConstantly changing technologies New source of power New source of power is not money in the hands is not money in the hands

of few but of few but knowledge in the hands of many.knowledge in the hands of many.

Characteristics of Effective CommunicationCharacteristics of Effective Communication

1. Open Communication Climate1. Open Communication Climate 2.Commiting to Ethical Comm.2.Commiting to Ethical Comm. 3.Understanding of intercultural Comm.3.Understanding of intercultural Comm. 4.Proficient in Comm. Technology4.Proficient in Comm. Technology 5.Audience Centered Approach to Comm.5.Audience Centered Approach to Comm. 6.Creating & Processing messages 6.Creating & Processing messages

efficientlyefficiently

Non-verbal CommunicationNon-verbal Communication Communication without words. They provide added Communication without words. They provide added

information to what is said.information to what is said. It is impossible to communicate without gestures.It is impossible to communicate without gestures. A speaker who doesn’t make gestures is said to be A speaker who doesn’t make gestures is said to be

boring, uncomfortable or nervous.boring, uncomfortable or nervous.

Importance of Nonverbal CommunicationImportance of Nonverbal Communication Non-verbal comm. Can be unintentional.Non-verbal comm. Can be unintentional. N.C. may be more honest than verbal com. (it is not N.C. may be more honest than verbal com. (it is not

planned)planned) N.C is always present--------both in oral & writtenN.C is always present--------both in oral & written

Four types of Non-verbal Four types of Non-verbal messagesmessages

1.Personal1.Personal 2.Common to group of 2.Common to group of

peoplepeople 3. Universal3. Universal 4.Unrelated to the 4.Unrelated to the

messagemessage

------------------------------------------------------------------ ------------------------------------------------------------------ ------------------------------------------------------------------ ------------------------------------------------------------------ ------------------------------------------------------------------ ------------------------------------------------------------------ ------------------------------------------------------------------ ------------------------------------------------------------------

90% of Comm. Spectrum is Nonverbal90% of Comm. Spectrum is Nonverbal

Verbal(words)------7%Verbal(words)------7% Vocal(tone)---------38%Vocal(tone)---------38% Visual--------------55%Visual--------------55% (body language)(body language) Non-verbal-----93%Non-verbal-----93%

------------------------------------------------------------------ ------------------------------------------------------------------ ------------------------------------------------------------------ ------------------------------------------------------------------ ------------------------------------------------------------------ ------------------------------------------------------------------ ------------------------------------------------------------------ ------------------------------------------------------------------

Elements of Non-verbal Comm.Elements of Non-verbal Comm.

1. Appearance1. Appearance Written Comm.Written Comm. Oral comm.Oral comm. Environmental factorsEnvironmental factors

A speaker’s credibility lies A speaker’s credibility lies on his appearance( e.g on his appearance( e.g an accountant dressed in an accountant dressed in casual clothes may find it casual clothes may find it difficult to be taken difficult to be taken seriously when seriously when presenting result of presenting result of audit )audit )

Mowing a lawn in a suitMowing a lawn in a suit

Facial ExpressionsFacial Expressions Eyes , Eye brows, chin, Eyes , Eye brows, chin,

blushingblushing ------------------------------------------------------------------ During conversation -----During conversation -----

leaning towards the person leaning towards the person shows interestshows interest

Leaning away from the Leaning away from the person shows----person shows----disinterest ,dislike nessdisinterest ,dislike ness

------------------------------------------------------------------

Eye contactEye contact Flow of conversationFlow of conversation Judging other peoples Judging other peoples

responseresponse Failure of eye contact-----Failure of eye contact-----

shyness, disagreement, shyness, disagreement, dishonesty.dishonesty.

------------------------------------------------------------------ ------------------------------------------------------------------

GesturesGestures Wave,, thumb gestures, Wave,, thumb gestures,

point, beckonpoint, beckon PosturePosture Stand, sit, walkStand, sit, walk VoiceVoice PacePace *Silence*Silence ToneTone VolumeVolume PronunciationPronunciation

TouchTouch IntimateIntimate ProfessionalProfessional SocialSocial FriendlyFriendly TimeTime Western Culture----Time Western Culture----Time

consciousconscious Eastern culture------Not Eastern culture------Not

Time conscious Time conscious