Chapter 1 - Communication Foundations

8/2/2019 Chapter 1 - Communication Foundations

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A basic principle of

communication : People are not

mind readers. People judge you

by your behavior, not your intent. The message that you send out

to people is what people will

receive, not your thoughts.


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Types of Communication

VerbalCommunication

Non-VerbalCommunication


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Verbal Communication

Refers to message that istransmitted verbally;communication is done by word

of mouth or a piece of writing.

The objective is to keep it short

and simple


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When talking to others, people usuallybring their own attitude, perception,emotions and thoughts about the topic

sometimes create barriers in delivering the

right meaning.

To deliver the right message, you mustthink from your receivers point of view.

Would he understand the message?how it would sound on the other side ofthe table?


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VerbalCommunication

Oral Written


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Oral Communication

In oral communication, spoken wordsare used.

It includes face-to-face conversations,

speech, telephonic conversation,video, radio, television, voice overinternet.

In oral communication,communication is influenced by pitch,volume, speed and clarity of speaking.


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No.

One word but has many meanings

when you say it with differentintonations


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Advantages of Oral communication are:

It brings quick feedback.

In a face-to-face conversation, byreading facial expressions and body

language, one can guess whetherhe/she should trust whats being said ornot.

Disadvantage of oral communication

In a face-to-face discussion, user isunable to deeply think about what heis delivering


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Written Communication

In written communication, written signs orsymbols are used to communicate. A writtenmessage may be printed or handwritten.

Written communication messages can betransmitted via email, letter, report, memo.Written communication is influenced by thevocabulary and grammar used, writing style,

precision and clarity of the language used.

Written Communication is the most commonform of communication being used in business.


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Advantages of written communication includes:

Messages can be edited and revised many times

before it is actually sent. Written communication provides records for every

message sent and can be saved for later study.

A written message enables receiver to fully understandit and send appropriate feedback.

Disadvantages of written communication includes:

Unlike oral communication, Written Communicationdoesnt bring instant feedback.

It takes more time in composing a written message ascompared to word-of-mouth. and a number of peoplestruggle for writing ability.


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Non-Verbal Communication

The sending or receiving of wordless messages.Communication other than oral and written, suchas gesture, body language, posture, orfacialexpressions, is called nonverbal communication.

Nonverbal communication is all about the bodylanguage of the speaker.

Nonverbal communication helps the receiver ininterpreting the message received. Often, nonverbal

signals reflect the situation more accurately thanverbal messages. Sometimes nonverbal responsescontradicts verbal communication and hence affectthe effectiveness of the message.


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Interpersonal CommunicationWhat is it?


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Communication


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Interpersonal Communication

Definition: The process ofmessage transaction betweenpeople to create and sustainshared meaning.


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Principles of InterpersonalCommunication

Interpersonal Communication Is

Inescapable

We cannot not communicate. The veryattempt to not to communicatecommunicates something.

Communication is constantly receivedthrough body language and verbalcommunication from others.


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Interpersonal Communication Is

Irreversible

You cannot take back something once it hasbeen said. The effect will remain.

A Russian proverb says, "Once a word goesout of your mouth, you can never swallow itagain."


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Interpersonal communication is

complicated

No form of communication is simple.

The more communication there is, the

more difficult it is for communication tosucceed.


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Types of InterpersonalCommunication

Direct InterpersonalCommunication

Mediated InterpersonalCommunication

Mass Communication


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Direct Interpersonal Communication


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Direct Interpersonal Communication

DEFINITION: Face

to

face relationshipbetween sender and receiver with a

meaningful relationship

Immediate feedback

Interdependent relationship : the longer therelationship, the stronger the communicationprocess

Purpose: influence, help, discover and sharetogether


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2 people onlyDyadic

Communication

3 or more people

Purpose: to solve problems /decision making

GroupCommunication

Large group with minimumfeedback

Mostly one way

Eg: Lectures

PublicCommunication


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Is this considered

as interpersonal

communication?

Why?


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Mass Communication


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Involves technology to assist thesender and receiver of the

messages

Advantages:

Allow communication throughdistance

Instant global communication


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Mass Communication


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Mass Communication

Public communication betweensender and a large audience

Usually through the use of

technology


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BARRIERS IN INTERPERSONAL COMMUNICATION


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In your group, try to think of the

last time that you experienced a

form of miscommunication.

What happened?

What do you think caused the

miscommunication?


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Barriers in InterpersonalCommunication

Muddled Messages

Stereotyping

Language

Lack of Feedback

Poor Listening Skills

Interruptions

Physical Distractions


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COMMUNICATING IN ORGANIZATIONS


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GeneralManagerHuman

Resource

Administration

Board ofDirectorsFinance

Research andDevelopment


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Organizational Communication

Different companies have differentorganizational charts


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Organizational Communication

Organizational communicationfocuses on the meso (group,

organizational, and inter-

organizational communication) level

of communication

Communication flows in two

directions in the organization:vertically and horizontally.


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Vertical Communication

Concerned with communicationbetween employees at different

hierarchical levels in the

organization.

It focuses on downwardand

upwardcommunication

between managers andemployees.


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CEO

Information

ServiceManager

Production Research

Product

LineManager

Sales Personnel Accounting

Where does vertical communication occur?


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CEO

Information

ServiceManager

Production Research

Product

LineManager


Where does vertical communication occur?


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Horizontal Communication

Concerned with communicationbetween employees at the same level in

the organization.

It focuses on communication between

peers, people ,at equal or very nearly

equal levels in the organization.

It is communication that goes across the

organization.


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CEO

Information

ServiceManager

Production Research

Product

LineManager


Where does horizontal communication occur?


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CEO

Information

ServiceManager

Production Research

Product

LineManager


Where does horizontal communication occur?


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Vertical Communication

VerticalCommunication

DownwardCommunication

UpwardCommunication


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Downward Communication

Upper management employeesat lower ranks.

Generally effective when upper levelsof management are highly motivated

to make it work.

There are five different elements thatgenerally flow downward in all

organizations.Refer to handout


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What happens when there is abreakdown in Downwards

Communication?


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Upward Communication

Employees at lower ranksUpper Management

Can be successful only if those atthe higher levels are willing to

allow the communication to be

effective


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Positivity

Upward communication should be positive

timely

support current policy sent directly to the person who can act

on it

have intuitive appeal in order to go upthe system without being

stopped/ignored/ or sent back down.


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What happens when the communication isnot positive?


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If too much negative reaches a person'simmediate supervisor, it looks as if the person isnot doing his or her job.

Managers do not want negatives going up, sothey "filter out" the negative information. Theysend positive information to their bosses so theyare seen as doing their jobs.

Hence, if you want something to go up thesystem, express it in positive terms.


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Timely

When your boss has a sign on thedoor that says "Do not disturb!" is

this the time to go in and ask for

help with a problem?

A message must be sent at the

appropriate time to be allowed

to go on up the system.


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Timely

It should be timely or it may notbe acted on.

When is it a good time to "ask for

a raise, "ask about vacation,"ask about being absent for a

day"?

If you do not learn timeliness, you

are likely to be asking at the"wrong time" or to be "getting

yelled at" for inappropriate

behaviour.


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Horizontal Communication

This is communication that flowsacross the organization (from

peer to peer to peer).

There is much more horizontal

communication in organizations

on a daily basis than there is

vertical.


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Why is there more Horizontal Communication thanVertical Communication?

1. There are more employees thanmanagers

2. Employees at the same levelfeel more comfortable talking

with each other than with

people at different authority

levels. Likely to increase your knowledge,

communication skills, andsocialization skills.


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BASIC CONCEPTS OF INTERPERSONALCOMMUNICATION

Youcannot alwayshave the sameunderstandings and feelings as others.

People would ratherbe praisedthan

punished, punished rather thanignored.[1]

Becurious, not furious.

[1] A concept expressed on her nationally syndicated radioprogram by Dr. Joy Brown, psychologist,

http://www.drjoy.com/[2] Ibid.
http://www.drjoy.com/http://www.drjoy.com/http://www.drjoy.com/


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Ethical Communication

In organizations, our concern isfocused on getting the job done

while still maintaining reasonable

relationships among colleagues.

Although ethical communication

is required when working in an

organization, it is seldomdiscussed openly.


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ETHICS AND COMMUNICATION

Ethics is a study of what should serve as aframework for what is moral (acceptable)and immoral (unacceptable) behavior in aparticularculture.[i]

Yourethical value system is the basis for your

decision-making and your understanding ofwhy you will or will not take a particularstand or action.

It is the basis for your communication ethics.

[i] Richard L. Johannesen, Ethics in HumanCommunication 4 Ed. (Prospect Heights, IL: WavelandPress, 2001), p. 2.


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Make A List

What are thecharacteristics of an

ethical interpersonal

communicator?


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An Ethical Communicator

Communicates truthfully and neverinvents stories or information without

explaining.

Explains or gives credit to the source of

information.

Knows how to keep secrets

Owns up to biases, prejudices, and

inappropriate behavior.

Stops gossip and prejudicial comments.


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Avoids talking behind the back ofanother person, but instead

confronts problems with others by

using a content-based

interaction.

Avoids name-calling, personal

attacks, or dredging up another

person's past mistakes.


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Attacks the issue to be dealt with,rather than attacking the other

person.

Creates a positive interpersonal

climate with the objective of

supporting the needs of the

individuals in the relational

interaction.

Chapter 1 - Communication Foundations

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