1. Communication Skills for Managers Dr. Ravi Shanker Communication Process

2. Communication Process

7. Decoding: process where receiver interprets the message Communication Process

8. The Communication Process CLAUDE SHANNON MODEL-1948 1. Sender has idea THE PROCESS OF COMMUNICATION STARTS IN THE MIND OF THE SENDER

9. The Communication Process 2. Sender encodes idea in message 1. Sender has idea TO DO SO, HE TRANSLATES HIS THOUGHTS FROM RANDOM INPRESSIONS INTO MESSAGES/ WORDS THAT WILL ACCURATELY CONVEY HIS THOUGHTS.

10. The Communication Process 2. Sender encodes idea in message 3. Message travels over channel 1. Sender has idea SINCE HUMANS ARE NOT TELEPATHIC, THE THOUGHTS OF THE SENDER REMAIN AS IMAGES/IDEAS IN HIS/HER MIND. PERHAPS THE SENDER REALISES IF HE WANT HELP TO SOLVE A PROBLEM, HE MUST COMMUNICATE THESE THOUGHTS TO THE OTHER i.e. THE RECEIVER.

11. The Communication Process 2. Sender encodes idea in message 3. Message travels over channel 1. Sender has idea 4. Receiver decodes message THEN HE CHOOSES A CHANNEL TO TRANSMIT HIS THOUGHTS: VERBAL/WRITTEN, SIGN/ SYMBOLIC THE RECEIVER DECODES IT BASED ON KNOWLEDGE, EXPERIENCE……. i.e. THE RECEIVER ASSIGN MEANING TO THE SOUND/SIGNS AND ARRIVES AT THE THOUGHT BEHIND THE WORDS

12. The Communication Process 2. Sender encodes idea in message 3. Message travels over channel 1. Sender has idea 4. Receiver decodes message 5. Feedback travels to sender THE RECEIVER ALSO RECOGNISES THAT HE/SHE IS BEING CALLED ON TO RESPOND.

13. The Communication Process 2. Sender encodes idea in message 3. Message travels over channel 1. Sender has idea 4. Receiver decodes message 6. Possible additional feedback to receiver 5. Feedback travels to sender

14. IN SUM: THE SENDER HAS AN IDEA THE IDEA BECOMES A MESSAGE THE MESSAGE IS TRANSMITTED THE RECEIVER GETS THE MESSAGE THE RECEIVER REACTS AND SENDS FEEDBACK TO THE SENDER.

15. Systems Approach to Communication Source Encoding Message Channel Decoding Receiver COMMUNICATION IS A MULTIVARIABLE, DYNAMIC INTERPLAY OF NUMEROUS ELEMENTS Feedback Noise Noise

17. A Simple Communication Model Sender (S) Message (M) Receiver (R)

18. Stimulus (S) Message (M) Response (R)

19. Hierarchy of Effects Attention Desire Interest I’LL ACCEPT IT! Action

20. Hierarchy of Communications Effects ignorance Awareness Knowledge Liking Preference Conviction Action

22. UNDERSTANDING BARRIERS HOW SHARED EXPERIENCE AFFECT UNDERSTANDING LITTLE SHARED EXPERIENCE MEANING DISSIMILAR MISUNDERSTANDING AVERAGE SHARED EXPERIENCE MEANING ABOUT SIMILAR AVG. UNDERSTANDING LARGE SHARED EXPERIENCE MEANING IDENTICAL HIGH UNDERSTANDING

24. MIS-COMMUNICATION IN COMMUNICATION

25. Message Distortion Downward Communication Through Five Levels of Management Message Amount of message written by board of directors 100%

26. Message Distortion Downward Communication Through Five Levels of Management Message Amount of message written by board of directors 100% received by vice-president 63%

27. Message Distortion Downward Communication Through Five Levels of Management Message Amount of message written by board of directors 100% received by vice-president 63% received by general supervisor 56%

28. Message Distortion Downward Communication Through Five Levels of Management Message Amount of message written by board of directors 100% received by vice-president 63% received by general supervisor 56% received by plant manager 40%

29. Message Distortion Downward Communication Through Five Levels of Management Message Amount of message written by board of directors 100% received by vice-president 63% received by general supervisor 56% received by plant manager 40% received by team leader 30%

30. Message Distortion Downward Communication Through Five Levels of Management Message Amount of message written by board of directors 100% received by vice-president 63% received by general supervisor 56% received by plant manager 40% received by team leader 30% received by worker 20%

35. Analysis of Communication Process

36. Analysis of Communication Process Sender has idea Warn boater

37. Analysis of Communication Process Sender has idea Warn boater Sender encodes message “ Low water!”

38. Analysis of Communication Process Sender has idea Warn boater Sender encodes message “ Low water!” Channel carries message Message distorted

39. Analysis of Communication Process Sender has idea Warn boater Sender encodes message “ Low water!” Channel carries message Message distorted Receiver decodes message “ Hello Walter!”

47. Forms of Communication Flowing Through Formal Channels Written Executive memos, letters Annual report Company newsletter Bulletin board postings Orientation manual Electronic E-mail Voicemail Intranet Videotape Videoconferencing Oral Telephone Face-to-face conversation Company meetings Team meetings

48. Communication Flowing Through Formal Channels Downward Management directives Job plans, policies Company goals Mission statements Upward Employee feedback Progress reports Reports of customer interaction, feedback Suggestions for improvement Anonymous hotline Horizontal Task coordination Information sharing Problem solving Conflict resolution

50. DOWNWORDC CHANNELS: (TYPES OF COMMUNICATION) JOB INSTRUCTIONS JOB RATIONALE POLICY & PROCEDURES FEED BACK INDOCTRINATION SOURCE: KATZ & KAHN, THE SOCIAL PSYCHOLOGY OF ORGANISATIONS