Communication Vector Helmy Ahmed Sabry Mahmoud Kandil Ahmed
Communication Vector Helmy Ahmed Sabry Mahmoud Kandil Ahmed Medhat Karim Wereda Dr Gehan Osman
Agenda Communication process Why we communicate? Effective VS Efficient Noise Sources of noise in communication Communication Barriers Guidelines for overcoming communication barriers How can communication be improved? Communications preparation PACK Creating Trust Different Response Styles Sender Message Receiver
Communication process Ø Communication An interpersonal process of sending and receiving symbols with messages attached to them – Key elements of the communication process: Sender Message Media Receiver Encoding & Decoding Feedback & Feed forward
Why we communicate? Ø Communication is essential for: establishing and maintaining interpersonal relationships listening to others gaining the information needed to create an inspirational workplace
Effective VS Efficient Ø Effective and efficient communication Effective communication Occurs when the intended meaning of the sender is identical to the interpreted meaning of the receiver Efficient communication Occurs at a minimum resource cost
Noise Ø Sources of noise in communication Poor choice of channels Poor written or oral expression Failure to recognize non-verbal signals Physical distractions
Sources of noise in communication Ø Poor choice of channels Choose the channel that works best. Written channels work for messages that: are simple and easy to convey formal policy or authoritative directives. Oral channels work best for messages that: are complex or difficult to convey where immediate feedback is needed attempt to create a supportive, even inspirational, climate.
Sources of noise in communication Ø Poor written or oral expression Semantic barriers occur as: encoding errors decoding errors mixed messages. Managers need to speak and write clearly.
Sources of noise in communication Ø Failure to recognize non-verbal signals Mixed messages occur when a person’s words communicate one message while his/her non-verbal signals communicate something else. The growing use of communication technologies causes important non-verbal communication to be lost.
Sources of noise in communication Ø Physical distractions Interruptions from telephone calls and drop-in visitors Can interfere with the effectiveness of a communication attempt Can be avoided or at least minimised through proper planning.
Communication Barriers 1)Perception (Personality & Judgment) 2)Assumptions (Understanding & Knowledge) 3)Language 4)Body Language
Guidelines for overcoming communication barriers 1)Adopt an audience-centered approach 2)Foster open-communication climate 3)Commit to ethical communication 4)Create efficient messages
How can communication be improved? Ø Active listening The process of taking action to help the source of a message say what he or she really means Rules for active listening: Listen for message content. Listen for feelings. Respond to feelings. Note all cues, verbal and non-verbal. Paraphrase and restate.
How can communication be improved? Ø Feedback The process of telling others how you feel about something they did or said, or about the situation in general Constructive feedback guidelines: Give it directly. Make it specific. Give it when the receiver is willing/able to accept it. Make sure it is valid. Give it in small doses.
How can communication be improved? Ø Ways to keep communication channels open Management by wandering around (MBWA) Open office hours Formal employee group meetings Employee advisory councils Suggestion boxes Communication consultants 360° feedback.
How can communication be improved? Ø Valuing culture and diversity Ethnocentrism is the tendency to consider one’s culture superior to any and all others. Ethnocentrism can cause people to: not listen to others address or speak to others in ways that alienate them use inappropriate stereotypes in dealing with someone from another culture.
Communications preparation PACK
Purpose – Why are we doing this? – What do you want to achieve? – How does the purpose support the overall business objectives?
Audience – Who is your audience? – What is particular about that audience (position, knowledge, culture etc. )? – What do you want them to think or feel or do?
Channels – Which channels work best for the audience and the purpose? – Could different channels be used to support and complement one another? – Which is your leading channel and which ones are supporting?
Key Messages – What do you want your audience to remember? (think, feel do) – Are your messages understandable & business linked? – Have you supported your messages with examples and facts?
Creating Trust involves all aspects of communication Words: 7% The spoken language. Names and places. The report. The data. The update. The briefing. The summary. The story. Vocal Tone: 38% Loud/soft. Fast/slow. Warm/cold. Inflection. Pitch. Texture. Feeling. Body Language: 55% Space. Physiology. Posture. Movement. Energy. Breathing. Gesture. Facial expression. Eyes.
Four Rules of Memory in Communication Primacy: what they hear first Frequency: what they hear several times Recency: what they hear last Emotion: what touches their hearts
Different Response Styles Submissive: Low on Assertion/ Low on relationships Aggressive: High on Assertion / low on relationships Assertive: high on Assertion / High on relationships
- Slides: 24