COMMUNICATION Tue AYDIN COMMUNICATION Communication is the process

COMMUNICATION Tuğçe AYDIN

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 receiver’s 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 sender’s 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 (cont’d) 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 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. ”

Façade 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 accepting adaptabl dependable dignified energetic intelligent introverted kind extroverte e knowledgeabl d bold e friendly brave logical giving calm loving happy caring mature helpful cheerful modest idealistic clever nervous independen complex observant t confident organized ingenious patient powerful sensible quiet shy proud reflective relaxed religious responsive searching self- assertive selfconscious sentimental silly spontaneous sympathetic tense trustworthy warm wise witty

BARRIERS FOR EFFECTIVE COMMUNICATION Ayşe Bilge ÇAKIR

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 speaker’s age. A person’s 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? What’s messy?

Selective Perception n 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 AThe Motive is strongest a most motivations Reason are those. For that are most personal. Action! 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 n The person with tunnel vision is one who religion and politics. has firmly fixed ideas n n The opposite side is open-mindedness Person with tunnel vision has attitude seems to say; “I’ve already made up my mind, Don’t 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

Almost always obstacles to good NEGATIVE EMOTIONS 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

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 don’t 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 n QUESTIONING NEGOTIATION For clarifying communications, and eliminating noise and distortion. ROLE REVERSAL Understand the other’s position by actively arguing his position to his satisfaction. n n ACTIVE LISTENING / REFLECTING

BUSINESS COMMUNICATION Ayşen ERKILIÇ

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

Intentional Unintentional

Characteristics of Business Communication Ø Ø Ø 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 (cont’d) n n Line networks normally involve superior-subordinate relationships. Staff relationships between the members of an organization are most often advisory in nature.

Formal Networks n n n 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 n n 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); n “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. n Even ‘gossip’ and ‘rumors’ usually provide accurate information”. Such networks are called grapevines.

Information Flow in Business Organizations (a) CEO Division Manager Departme nt Head Departme nt Head Departme nt Head (a) Tall Organization structure (b) Manag er CEO Manag er Manag er (b) Flat Organization structure Manag er

Information Flow in Business Organizations n n n 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 Organizational theorists Tannenbaum and Schmidt, displays the range of communication styles n The more you control, the less you involve; n 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 audience’s opinions. persuading You want your audience to do something different

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