Any Question?

Recap of Last Sessions

The Communication Process Expanded Model

Mary Ellen Guffey, Business Communication: Process and Product, 5e

Ch. 1, Slide 3

Components/Factors/Elements Communication process

Context Sender / Encoder Message Medium/Channel Receiver / Decoder Feedback

Feedback
Feedback=By two-way communication or feedback. This feedback will tell the sender that the receiver understood the message or desired response Evaluation: Interpretation: Support: Probing: Understanding:

Todays Agenda
1. 2. 3.

Barriers Ethical communications Non verbal Communication

Barriers to communication

Barrier: Barriers mean all those hurdles which stop or interrupt the process of communication. Barrier sometimes become so strong that they can even make the whole process just a failure.

Barriers to communication
Physical Semantic Barriers Personal barriers Emotional Or Psychological Barriers Group barriers (Barriers in Superiors) Organizational barriers

Physical Barriers:
Physical barrier is a problem in the way of transmitting a message from its source to destination. You sent a letter to your friend but he didnt get it, this is a physical barrier; there is a speech of President on TV but you cant listen it properly due to some problem in the transmission(channel noise), also a physical hurdle. If a student closes a door with noise during lecture then it would also be a physical hurdle.

Physical Barriers

Environment, climate Noise ,Heat Etc Distance/Place Defect or any disability

Semantic Barriers
Symbols with different meaning Badly expressed message Faulty translation UnClarified assumption Specialists language

Deepti Singh

Conventions of Meaning
Same meaning should be senders & receiver's mind Examples Acronyms LIFO FIFO Laser Book example= bio monthly means both twice a month and every two both

Denotation
A denotation is usually the dictionary definition of a word. Denotative meanings name objects, people or events without indicating positive or negative qualities Examples Car book house ETC

Connotations
A connotation is an implication of a word or a suggestion separate from the usual definition. Some words have connotative meanings, that is, qualitative judgments and personal reactions. cheap price cheap product.

Perception of Reality
Abstracting means picking up few details and leaving out others. Slanting means giving a particular bias or slant to the reality. Slanting is unfair in factual reporting. When presenting some particular facts, you include your own biased ideas into it, Try not to let personal preferences affect your factual reporting of information.

Perception of Reality
Inferring Conclusions made by reasoning from evidence are called inferences. We make assumptions and draw conclusions even though we are not able to immediately verify the evidence. Some inferences are both necessary and desirable; others are risky, even dangerous

Field of Experience:
This barrier occurs when the field of experience is not common to both sender & receiver. For example, if the scientist wants to communicate the Newton law to the uneducated people, definitely, there wont be any communication. But if the message is delivered to the science students, the message will be an effective one.

Emotional & Psychological Barriers

Premature evolution Inattention Loss of transmission & poor retention Failure to communicate Closed Mind: We hold our opinion so rigidly that we just refuse to listen. Status Consciousness

Deepti Singh

Interpersonal barriers

Bypassing

Lack of language skills

Lack of listening skills Knowledge, mood Background, experiences

Lack of clarity Poor organization of ideas Inadequate vocabulary

Personal Barriers

Barriers in Superior
Attitude of Superior Fear of challenge of authority Lack of time Lack of awareness

Barriers in Subordinates
Unwillingness to communicate Lack of proper incentive
Deepti Singh

Organization Barriers

Organizational policy rules & regulation

Values, beliefs, culture Closed communication climate Top-heavy organizational structure Long lines of communication Lack of trust between management and employees Competition for power, status, rewards Ego involvement Fear of reprisal for honest communication

AMA has formulated TIPS:

Clarifying ideas before communication Knowing purpose of communication Understanding physical and human environments of communication Consulting others in planning communication Encourage open environment for interaction and feedback Good listening Flatten the organizational structure. Promote horizontal communication. Provide hotline for anonymous feedback.

Class activity

Discuss the possible barrier in our class

Assignment 4 (a) Explore (assume) and list the communication barrier between you and your company

MISCOMMUNICATION IN PRODUCT EVOLVEMENT

Message Distortion
Downward Communication Through Five Levels of Management
Message
written by board of directors

Amount of message
100%

Mary Ellen Guffey, Business Communication: Process and Product, 5e

Ch. 1, Slide 27

Message Distortion
Downward Communication Through Five Levels of Management
Message
written by board of directors received by vice-president

Amount of message
100% 63%

Mary Ellen Guffey, Business Communication: Process and Product, 5e

Ch. 1, Slide 28

Message Distortion
Downward Communication Through Five Levels of Management
Message
written by board of directors received by vice-president received by general supervisor

Amount of message
100% 63% 56%

Mary Ellen Guffey, Business Communication: Process and Product, 5e

Ch. 1, Slide 29

Message Distortion
Downward Communication Through Five Levels of Management
Message
written by board of directors received by vice-president received by general supervisor received by plant manager

Amount of message
100% 63% 56% 40%

Mary Ellen Guffey, Business Communication: Process and Product, 5e

Ch. 1, Slide 30

Message Distortion
Downward Communication Through Five Levels of Management
Message Amount of message

written by board of directors

received by vice-president received by general supervisor

100%
63% 56%

received by plant manager

received by team leader

40%
30%

Mary Ellen Guffey, Business Communication: Process and Product, 5e

Ch. 1, Slide 31

Message Distortion
Downward Communication Through Five Levels of Management
Message Amount of message

written by board of directors

received by vice-president received by general supervisor

100%
63% 56%

received by plant manager

received by team leader received by worker

40%
30% 20%

Mary Ellen Guffey, Business Communication: Process and Product, 5e

Ch. 1, Slide 32

Chapter 1

Synergy

Process lose Communication Does have Cost for every organizations s greater than

Ethical Communication..

Respect
Courtesy Common sense True in every sense Includes relevant information Not deceptive in any way

Unethical Communication

Committing plagiarism(imitation author)

Omitting essential information Selective misquoting Misrepresenting numbers Abusing privacy or security

Chapter 1 - 35

Nonverbal Communication

Nonverbal communication includes all unwritten and unspoken messages, both intentional and unintentional.

Nonverbal Communication

Nonverbal communication consists of that part of a message that is not encoded in words. The nonverbal part of the message tends to be less conscious and often reveals the senders feelings and preferences more spontaneously and honestly than the verbal part. If the verbal message does not match the nonverbal communication, people tend to believe the nonverbal message.

Four types of nonverbal messages

1. Personal (to the individual) 2. common to a group of people or culture 3. universal (to humankind) 4. unrelated to the message (random)

Analyzing Nonverbal Communication Seven different aspects

1. Body movement or Language 2. Physical characteristics or Appearance 3. Touching behavior 4. Vocal qualities (paralanguage) 5. Space (proximity) 6. Artifacts 7. Environment

Body Movement Or Language

Facial Expressions Eye contact Gestures Posture Voice

Nonverbal Communication Seven different aspects count...

Physical Characteristics Touching Paralanguage (Vocal Qualities) 1. Pitch range 2. Pitch control 3. Rhythm control 4. Tempo

Nonverbal Communication Seven different aspects count...

Artifacts Environmental Factors Silence Time Proximity (Use of Space)

Functions of Nonverbal Communication

To complement and illustrate To reinforce and Repeat To replace and substitute To control and regulate

but

No Contradiction

Nonverbal Behavior and Perception

A Matching Quiz (Class activity)
1.

Insecurity 2. Defensiveness 4. Confidence 5. Nervousness

3. Cooperation 6. Frustration

Short breaths, tsk sound, clenched hands, wringing hands Steepled hands, hands behind back, hands on lapels of coat, broad gestures Arms crossed, sideways stance, touching and rubbing nose, rubbing eyes, drawing away Open hands, upper body in sprinters position, sitting on edge of chair, hand-to-face gestures Clearing throat, whew sound, whistling, smoking, fidgeting, tugging ears Pinching flesh, chewing pen, biting fingernails

Nonverbal Behavior and Perception

A Matching Quiz (Class activity)

1. Insecurity 2. Defensiveness 4. Confidence 5. Nervousness

3. Cooperation 6. Frustration

Short breaths, grasp, clenched hands, firmly hands Hands behind back, broad gestures Arms crossed, touching and rubbing nose, rubbing eyes, Open hands, upper body in sprinters position, sitting on edge of chair, Clearing throat, whew sound, whistling, smoking, Pinching flesh, chewing pen, biting fingernails

Be ready for the

ASSIGNMENT

Assignment 4
Nonverbal Behavior
Body movement Physical characteristics

47

Teacher

Student

Touching behaviour
Vocal qualities Use of Space Artifacts Environment

Your Response to an Organization

characteristics
Atmosphere

48

Organization you Like

Organization you dislike

Use of space
Smells Colour Service

Building
Inclusions and fittings Sounds

Any Question?

CHAPTER 2
Listening and level of communication

COMING SOON