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Culture and Communication Lecture 1 1 Key Aspects of Communication Communication is: The process by which information is exchanged between a sender and receiver. The sharing of information between two or more individuals or groups to reach a common understanding (but not necessarily agreement). Effective Communication is: • Effective communication occurs when the right people receive the right information in a timely manner. 2 Communication Process SENDER RECEIVER Feedback Thinking Encoding Transmitting Perceiving Decoding Understanding 3 A Model of Communication Process Sender Receiver Thinking Perceiving Encoding Decoding Transmitting Understanding 4 4 Forms of Communication • The basic forms of communications are: • Non-Verbal Communication • Verbal Communication 5 Types of Non-Verbal Communication • Facial expressions and eye behaviours • Gestures and postures • Vocal characteristics • Personal appearance • Touching behaviour 6 Verbal Communication • Speaking and Writing • Listening and Reading 7 Communication Channels • Communication by Chain of Command refers to the lines of authority and formal reporting relationships. • • • • • • Downward Communication Upward Communication Horizontal Communication Communication outside the organization Informal internal communication Informal external communication 8 Informal Communication An organization’s informal communication network is called grapevine • Often it is verbal, but written notes, electronic mail and fax messages can contribute to the transmission. • Organizations have several grapevine systems, some of which may be loosely coordinated. • It may transmit information relevant to the performance of the organization as well as personal gossip. 9 Communication Barriers • • • • • • • Between People: - Differences in perception - Incorrect Filtering - Language Problems - Poor Listening - Differing emotional states - Differing backgrounds 10 Communication Barriers • • • • • • • • • • Within Organisations: - Information overload - Message Complexity - Message Competition - Differing Status - Lack of Trust - Inadequate Communication Structures - Incorrect choice of Medium - Physical Distractions - Closed Communication Climate 11 Overcoming Barriers • • • • • • • • Perception: Encode and transmit appropriately Check understanding Ask questions Noise Consider physical surroundings Keep noise to minimum Stop noise 12 Overcoming Barriers • • • • • • • • • • Emotions: Control emotion Filtering: Treat errors as learning experience Create and support a two-way communication Trust and Credibility: Be open and honest Get facts straight Send clear and correct messages Become an expert in your field 13 Overcoming Barriers • • • • • • • • • • Information overload: Check quantity of message sent Do not talk for too long Use questioning Simplify procedures Break down into parts Not listening Do not let your mind wander If you don’t understand , ask question Do not assume you know 14 How to Improve Communication • • • • • Perception Precision Credibility Control Congeniality 15 Personal Approaches to Improve Communication • Take the Time • Be Accepting of the Other Person • Say What You Feel • Listen Actively 16 Organizational Approach • Choosing the Correct Medium • 360 Degree Feedback • Employee Survey • Suggestion Systems 17 Task 1 • One of the goals of communications is to influence employees to achieve organizational objectives. As the Manager, discuss what are the major barriers that may jeopardize your effort to keep your staff and customers happy. 18