COMMUNICATION

COMMUNICATION
Communication is the
process of sending and
receiving messages
between parties

Basic Model Of Communication

THE NATURE OF
COMMUNICATION
1-Senders and Receivers
2-Transmitters and Receptor
3-Messages and Channels
4-Decoding, Meaning, and Encoding
5-Feedback

Senders & Receivers

Each have goals and objectives
The sender may want to change the
receivers mind
The receiver may not want to have his
mind changed

Transmitters and Receptors

is the equipment by which
information is sent
Information can be sent
verbally and nonverbally

Messages and Channels

are the vehicles by which information
is communicated.
direct expressions
symbolic representations

Decoding, Meaning, and Encoding

Decoding is the process of translating messages
from their symbolic form into interpretations
that can be understood.
Meanings are the facts, ideas, feelings,
reactions, or thoughts that exist whitin
individuals, and act as a set of filters through
which the decoded messages are interpreted.
Encoding is the process by which messages are
put into symbolic form

Feedback

is the process by which the receiver

reacts to the senders message

(a)
(b)
(c)

It is necessary to let the sender know

that the message was
actually received,
encoded,
ascribed with the same meaning that the
sender intended

BASIC PRINCIPLES OF
COMMUNICATION
It is impossible to avoid
communicating
Communication is largely nonverbal
Context affects communication
Meanings are in people, not in words

BASIC PRINCIPLES OF
COMMUNICATION (contd)
Communication is irreversible
Noise affects communication
Communication is circular
Creating common goal is essential
Communication has effects

VERBAL AND NONVERBAL

MESSAGES
Basic ways in which people send
and receive messages

Verbal Messages
Messages sent verbally are messsages
expressed in words
The science of semantics

Nonverbal Messages
About 65 percent of the meanings people
get from a communication
Voice
Physical Movements
Space

your lips tell me no,no but there is

yes,yes in your eyes

ADAPTING MESSSAGES TO
PURPOSE AND AUDIENCE
increase the probabilty that
communication will be successful

Language
Format
Style

Language
Appropriate language is the language
that has been adapted to the
receiver while retaining a naturalness
with respect to the sender

Format
Depends on the
receiver (audience)
and on the
purpose.

Style
Formal/informal,
Simple/complex,
Natural/flamboyant

JOHARI WINDOW

Arena
Adjectives selected by both the
participant and his or her peers
Represents traits of the
participant of which both they and
their peers are aware.

I know my name, and so do you.

Faade
Adjectives selected only by the participant,
but not by any of their peers
Represents information about the
participant of which their peers are
unaware

I have not told you, what one of my

favorite ice cream flavors is.

Blind Spot
Adjectives that are not selected by the
participant but only by their peers

we could be eating at a restaurant, and

I may have unknowingly gotten some
food on my face. This information is in
my blind quadrant because you can see
it, but I cannot.

Unknown
Adjectives which were not selected by
either the participant or their peers

I may disclose a dream that I had, and

as we both attempt to understand its
significance, a new awareness may
emerge, known to neither of us
before the conversation took place.

55 adjectives used to describe

the participant
able

dependable

intelligent

patient

sensible

accepting

dignified

introverted

powerful

sentimental

adaptabl

energetic

kind

proud

shy

quiet

silly

reflective

spontaneous

relaxed

sympathetic

religious

tense

responsive

trustworthy

searching

warm

self-

wise

assertive
self-

witty

extroverte knowledgeabl
e
bold
d
e
brave
friendly
logical
calm
giving
loving
caring
happy
mature
cheerful
helpful
modest
clever
idealistic
nervous
complex
independen observant
confident t
organized

BARRIERS FOR EFFECTIVE

COMMUNICATION

Aye Bilge AKIR

Tangible Differences
Gender
Age
Race
National or Cultural
Origin
Socioeconomic Class
Education Level
Urban or Rural
Residence

GENDER
Major influence on the way we
communicate with others.
When men and women work together in
a group, men tend to be more assertive
and self-confident.
Women are more likely than men to
express their emotions, to reveal how
they feel about a situation.

AGE
Young people and old people communicate in
different ways.
We do tend to judge a statement by different
standards if we know the speakers age .
A persons age or gender is not important in
judging the truth or wisdom of what that
person says .

Their maturity, their educational

backgrounds, and the different eras in
which they grew up make a Generation
Gap inevitable.

Intangible Differences
Perception
Motivation
Tunnel Vision
Ego
Defensiveness
Negative
Emotions

PERCEPTION

Our physical limitations are a

screen through which we
perceive things that exist in
our environment.
Our perception is also limited
by psychological screens
that we have developed.
Choosing from among the many
things within our range of
perception those that we will
notice, and block out the
rest is called Selective
Perception

Mother: Will you straighten up your

room?
Teenager: Why? Whats messy?

Selective Perception

Allows us not only to block out things

that are there, but also to see more
things than are there.

Leads us to make our own reality!

Most clearly seen in the human

tendency to stereotype others.

MOTIVATION
A Motive is a Reason
For Action!
The most strongest motivations are those that are most
personal.
We are motivated by money, fame, power, love, status,
security, skill, ambition...etc
It can be both positive or negative .

TUNNEL VISION
A closed way of thinking, especially
about abstract topics, such as
religion and politics.

The person with tunnel vision is one who has firmly fixed
ideas
The opposite side is open-mindedness
Person with tunnel vision has attitude seems to say; Ive
already made up my mind, Dont confuse me with the
facts!!!

EGO DEFENSIVENESS
A response pattern in which a person who follows
this pattern sees a disagreement as a personal
attact .

A self-centered communication
More than just being selfish

NEGATIVE EMOTIONS
Almost always obstacles to good
communication!
Especially true if the emotion is
uncontrolled, unfocused, or misdirected.

DISTORTION BARRIERS
1.
2.
3.
4.
5.

Distractions
Semantic Problems
Absence Of Feedback
Climate
Status And Power Differences

Distractions
It occurs where people
are constantly coming
in and leaving for one
reason or another, and
experinced the
frustration that is
created by this
distracting traffic flow.
flow

Semantic Problems
Distortion in communication comes
from semantics- the use of words or
expressions which have a different
meaning for the sender or receiver.
Created when communicators use
technical jargon- usage common to a
particular field or specialization.

Status And Power

Differences in Differences

communications are
likely to parallel the
differences in power.

Imbalance or asymmetry
in negotiating power
leads the high power
party to perform
significantly better than
the low power party.

GUIDELINES FOR EFFECTIVE

COMMUNICATION
Be Exact
Use the word is carefully
Avoid Overgeneralization
Be sensitive to connotative

meaning
Do not to overuse you or your
Count from 1 to 10

GUIDELINES FOR EFFECTIVE

COMMUNICATION
Recognize that you dont know all the
answers to all questions

Always remember that what others

may not mean the way we think they

mean it

Focus on common interests rather

than differences
Think positive

IMPROVING COMMUNICATION
EFFECTIVENESS IN
NEGOTIATION

QUESTIONING
For clarifying
communications, and
eliminating noise and
distortion .

ROLE REVERSAL
Understand the others
position by actively
arguing his position to
his satisfaction.

ACTIVE
LISTENING /
REFLECTING

BUSINESS
COMMUNICATION

Ayen ERKILI

What is
Business Communication?
sending and
receiving of
messages in an
organization

Intentional

Unintentional

Characteristics of Business
Communication

Complex,

Competitive,

Group oriented,

Task oriented,

Data based .

Carter and Huzan(1981), studied the nature

of a business
Telephone
People-to-people communication
Typing
People-to-paper communication
Copying
Paper-to-paper transfer
Storing
Paper-to-file transfer
Information retrieval
Files-to-people transfer

Employees Responsibility
They should serve as;

Interpreter
Humanizer
Promoter

Communication Skills
Listening
Writing
Interviewing
Group discussion
Interpersonal communication
Public speaking
Nonverbal communication
Problem solving
Telephone communication

Communication Ethics
Communication ethics is
the consideration of
the rightness of
wrongness of a given
communication act.

Communication Networks
CEO

Vice-President,
Auxiliary
Services

Vice-President,
Research and
Development

Vice-President,
Manufacturing
Engineering

Vice-President,
Sales
Marketing

Vice-President,
Services
Technical
Assistance

Maintenance

Production
development

Personal
computers

CRX 1000
PC

Individual
customers

Supplies

Product
refinement

XT computers

CRX 2000
XT

AT Computers

Business
applications

CRX 3000
AT

Communication Networks
(contd)

Line networks normally involve

superior-subordinate relationships.

Staff relationships between the

members of an organization are most
often advisory in nature.

Formal Networks

Formal networks are legitimate and

often indicated by an organization
chart that displays who answers to
whom.
Formal networks indicate a unity of
command.
Formal communication networks
contain more of the written,
predictable, and routine
communications

CEO

Vice-President,
Auxiliary
Services

Vice-President,
Research and
Development

Vice-President,
Manufacturing
Engineering

Vice-President,
Sales
Marketing

Vice-President,
Services
Technical
Assistance

Maintenance

Production
development

Personal
computers

CRX 1000
PC

Individual
customers

Supplies

Product
refinement

CRX 2000
XT

XT computers

AT Computers

Business
applications

CRX 3000
AT

Informal Networks

Informal networks are unofficial

channels through which information
passes in an organization.
Informal networks are faster,
richer, and often more accurate, and
communication is more likely to be
face-to-face.

Span Of Control
The smaller the span of
control, the more
communication access
each employee will have
to the supervisor.

Grapevines
Conrad (1990);
Because using formal communication
networks takes so much time and effort,
people may have choose to not
communicate at all if they have no formal
channels available.
Even gossip and rumors usually provide
accurate information. Such networks are
called grapevines.

Information Flow in
Business Organizations
(a)

CEO

Division
Manager

Division
Manager
Departme
nt Head

Departme
nt Head

Departme
nt Head

Departme
nt Head

Departme
nt Head

Division
Manager
Departme
nt Head

Departme
nt Head

Departme
nt Head

Departme
nt Head

(a) Tall Organization structure

(b)

Manag
er

Manag
er

CEO

Manag
er

Manag
er

Manag
er

Manag
er

Manag
er

Manag
er

(b) Flat Organization structure

Manag
er

Manag
er

Manag
er

Information Flow in Business

Organizations

Downward communication occurs when a

manager or supervisor sends a message to
one or more subordinates.
Upward communication occurs when
messages flow from subordinates to
managers or from supervisors to executives.
Horizontal communication occurs between
people at the same level, or between people
at corresponding levels in different divisions.

Information Flow in Business

Organizations
Organizational theorists Tannenbaum
and Schmidt, displays the range of
communication styles
The more you control, the less you
involve;
The more you involve, the less you
control.

Conferring, you want to

learn from them yet
the control the
interaction
somewhat
Collaborating,you and
your audience are
working together to
come up with the
content
Instructing, explaining.
Do not need your
audiences
opinions.

persuading
You want your audience
to do something
different

Thanks For
Attendance!!!