Week 1 - Effective Communication PDF

Week 1- Effective Communication ICDT 1016Y Important NOTES Course Materials  Lectures/Labs and any notice/announcement will be available on Google Classroom  Class ID: tulzkdy  Access using umail address 2 Important NOTES Attendance  Students SHOULD be present and...

Week 1- Effective Communication ICDT 1016Y Important NOTES Course Materials  Lectures/Labs and any notice/announcement will be available on Google Classroom  Class ID: tulzkdy  Access using umail address 2 Important NOTES Attendance  Students SHOULD be present and participate in ALL Lectures and Class Activities  100% accounted as Coursework (Test, Assignment and Class Activities, Portfolio)  NO EXAM (Good news! But if you fail the module, you have to take it again the following year!) 3 Learning Outcome  After In this lecture you will be able to:  Understand and explain what communication is  Identify the various benefits of effective communication and also how to ensure good communication  Group the various methods of communication  Elaborate on the Communication Process  Identify the barriers to effective communication  Understand how culture impacts on communication What is communication?  Communication is the art and process of sharing information and ideas.  It may be defined as :  “giving, receiving or exchanging information, opinions and ideas by writing, speech or visual means so that the message communicated is completely understood by recipient(s)”  Key to effective communication: make sure that the message is well delivered Benefits of Effective Communication  Stronger decision-making and problem-solving  Upturn in productivity  Convincing and compelling corporate materials  Clearer, more streamline workflow  Enhanced professional image  Sound business relationships  Successful response ensured Communication Skills  Imagine the person you want to talk to is on the other side of the wall  How do you communicate??  You need to find the appropriate way to communicate i.e. You need to have the appropriate communication skills  Good communication skills allows you to :  Identify the barriers  Receive message well  Use the required methods to remove the barriers and communicate your message Effective Communication is vital to meet challenges like  Advancing Technology  Internet, Email,Fax, VoiceMail, Teleconferencing, VideoConferencing, Wireless devices e.g. Smartphone  Global Communications  Multinational companies e.g. Accenture, Ceridian  Different cultural backgrounds  The Information Age  Quick and effective decision based on the information you receive  Team-based business environments  No longer traditional management hierarchy, need to study and understand how team work Methods of Communication Report Telephone Memo Memo Graph/Charts Staff Newsletter Messages Intercom Email INTERNAL Fax ORAL Minutes WRITTE Face-to-face Communication N discussion Meeting/ Notice Conference Form/Questionnaire Presentation Intranet INTERNAL COMMUNICATION Methods of Communication Telephone Conversation Teleconference Conference/Seminars Videoconference Meeting ORAL Presentation EXTERNAL Communication Internet Leaflet/Brochure WRITTE Letter N Invitation Fax Forms/Questionnaires Email Press Release Report Customer Newsletter Graph/Chart Advertisement Notice EXTERNAL COMMUNICATION Question How many of these forms of communication have you experienced with so far? Communication Cycle Communication Process Involves multiple parts and stages which are as follows:  Source (Sender)  Message  Encoding  Channel  Decoding  Receiver  Feedback  Context Communication Process(1)  Source  Sender is the source  Should be clear about the message being sent  Ask the following questions  Do you know exactly what you want to communicate?  Are you sure why you want to communicate a particular message?  What result do you expect?  If you don’t have the answer to these questions then there is a high chance that the communication process will fail. Communication Process(2)  Message  Information we want to communicate  If cannot summarise information we need to share then we are not ready to start the communication process  Encoding  Process of taking a message and putting it in the format that can be shared with another party.  Before encoding, think about the other party.  Should be in a format that can be understood and decoded by the other party Communication Process(3)  Channel  Method of communication that you choose  Depends on message  Can be face-to-face, by phone or by email Choosing the channel of communication(1) Safety and Cost Confidentiality Influence security How much How to convey Email or fax may Should special PO communication certain not be service be used e.g. costs in terms of impression and appropriate registered letter or expected results image? E.g. recorded delivery Multicolored letterheads on Can internal high quality message be Telephone call paper handwritten or may be is printing overheard important? Is courier justified? Can email be Internal memo considered need to enclosed instead of postal in an envelope service Choosing the channel of communication(2) Urgency Produce desired results in the available time Distance Is communication within same building, town or other side of the world? Time of Day Important specially when communicating overseas Resources Equipment and Staff available (sender and recipient) Written Record More authority and proof of transaction Recipient Who is sending and receiving message Personal contact may sometimes be more appropriate Verbal communication may not be appropriate where complex information or bad news is concerned Choose language appropriately, consider the situation, and the relationship between sender/recipient. When use oral channels?  Message is fairly simple  Immediate response required  Permanent record not needed  Encourage interaction  Need to read body language  Need to hear tone  Message has emotional factor When use written channels?  Message is fairly detailed and requires careful planning  Immediate response not required  Permanent written record required  Big, widespread audience  Minimise distortion that occurs when messages are passed orally from person to person  Immediate interaction with audience not needed  No emotional factor When use electronic channels?  Speed is important  Time zone differs  Physically separated from your audience Communication Process(4)  Decoding  Happens when you receive the message  Include ability to read, comprehend, listen actively, or ask for clarifications  May need to resend message in a different way or assist in understanding it if the person cannot decode the message  Receiver  Think about the desired result  Each person will be listening through his individual expectations, opinions and perspectives  Individual experiences will influence how the message is received Communication Process(5)  Feedback  Helps to determine how successful communication was  Face-to-face communication : Read body language and ask question  Communication in writing: Gauge success by response obtained or see whether result you wanted is delivered  Context  Situation in which you are communicating  Environment, audience, culture, relationship between you and audience  The way you communicate with a friend is different from the way you communicate with your boss Barriers to Communication Non-verbal signals Not understanding these signal can cause the communication to fail Language Many words have different meaning, Background knowledge and experience affect our understanding Foreign language, dialects, regional accents and use of technical/specialist language Listening Listening is a skill, careful concentration is demanded if communication is to be understood Pre-judgement What we understand is often conditioned with what we already know and by background knowledge and experience Barriers to Communication(2) Relationships Effectiveness of communication will depend on relationship we have with the person If relationship not good then communication may fail Emotional responses If person is highly emotional about the topic, this will impact on the communication Problems may arise from insecurity, fear, anger Systems Prescribed procedures should be in place for getting messages to the people Communication in organisations Most frequent form of communication CEO to all employees, HoD to all employees Vertical of the department Follows ‘chain of command’ i.e. reporting Communication lines that are reflected in the organisation Downwards and Upwards communication Same status – sales staff, departmental heads, directors, supervisors Horizontal Same department of different departments Communication Face-to-face discussions, phone, correspondence Communication in organisations(2) Between different people in different departments at different levels of the organisations Diagonal Tasks involve people from different departments Involves committees, teams or task forces that are Communication created to solve problems or complete special projects Relies largely on cooperation, goodwill and respect between parties Unofficial communication which is constantly changing Vehicle for distortion of truth, rumour and gossip Can cause damage by spreading incomplete, false or Grapevine exaggerated information May result to low morale, cynicism, fear and an unsettled workforce Culture  For communication to be effective it is important to be aware of the cultural differences and be sensitive to it  What is culture?  Shared system of beliefs, values, expectations and norms and behaviour  Members of same culture have same beliefs and their theories of how people should behave – act based on these beliefs  Culture differs extensively  When you communicate you use your beliefs and theories.  What happens if the person with whom you communicate is not of the same culture ? Acknowledging cultural differences  We assume that other people have the same attitude and lives as ours  Aim: Try to treat people not in a way you wish but rather treat them as they want to be treated  Do not judge other people by your own standards  Stay open minded  Avoid Ethnocentrism i.e. Do not hold the Belief that own’s culture is superior  To avoid ethnocentrism  Recognise differences  Avoid assumptions  Do not pre-judge Checklist for communicating effectively  Show Respect  Show Empathy  Do not pre-judge  Be open-minded  Avoid distractions  Be patient  Look for similarities  Send clear messages  Recognise your prejudices  Treat people as equal Seven steps to effective communication What is objective of your communication? Step1 Why you have to communicate the message? : What Aiming to give information, persuade, request and inform and why? Choose appropriate channel Step 2: Consider relationship between the sender and recipient Selec Consider background knowledge, culture and experience t Chan nel Choose the Manner e.g. language, angry and soft voice, Step3 : harsh tone or courteous tone Select Why communication is happening e.g. is it urgent, enco dangerous, emotive, informative ding techn ique Seven steps to effective communication Consider all possible barriers may influence the recipients Is communication likely to achieve the desired aims in the given Step4: circumstances? Consi If barrier are likely to interfere with the recipient’s understanding you may der Barrie need to return to step 1 or 2 rs Having considered all these aspects, you may now send your message Step5: Send messa ge Step6: After sending the message, it is important to check whether the recipient Check has understood the message as you intended for under standi ng Seven steps to effective communication Final stage is essential - must obtained feedback from recipient If the message is not understood, do not blame the recipient Step7: Ask yourself why the communication failed Feedback How it can be improved? Successful communication – key points to remember  Read. Extend your knowledge of language by reading  Listen intelligently. Remember that communication in a two-way process.  Think and Plan. Think before you speak or write. Plan all your communication.  Use appropriate language. Use clear, simple language, and appreciate the same used by others  Be open-minded. Use clear, simple language and appreciate the same used by others  Select appropriate media. Consider carefully the method to be used for communicating the message. It should be appropriate Successful communication – key points to remember  Time your communication appropriately. Consider the best time for communication and how long it should be  Use appropriate language. Use words which are relevant to the topic and which will be understood by the recipient  Obtain feedback. Get feedback to ensure that the communication is effective  Aim high. Set and maintain high standards in all your methods of communication, both in terms of language and presentation. Help Yourself 1. Ten years have ………….. since the two companies merged(past/passed). 2. When you take a problem to your manager, be sure to offer a …………………….. solution(alternate/alternative). 3. Good teachers should try to ………………………. Answers from their students, rather than telling them everything (illicit/elicit). 4. Perhaps you can ask the chairman to ………………………… the decision until the next meeting(defer/deter). 5. When the company received a lot of adverse publicity, the staff ………. was very low (moral/morale). 6. Always …………… that you proofread your documents carefully before sending them out. (insure/ensure) Help Yourself 7. I have asked Martha to write ………….. to John Lim giving him a disciplinary warning (formally/formerly) 8. Mark has always ……………….. to being manager of his own company (aspired/inspired) 9. The CEO’s speech has a great ……………… on staff motivation. (affect/effect) 10. Please let me have your expert ………………… on this issue. (advice/advise) Help Yourself 1. Ten years have ………….. since the two companies merged(past/passed). 2. When you take a problem to your manager, be sure to offer a …………………….. solution(alternate/alternative). 3. Good teachers should try to ………………………. answers from their students, rather than telling them everything (illicit/elicit). 4. Perhaps you can ask the chairman to ………………………… the decision until the next meeting(defer/deter). 5. When the company received a lot of adverse publicity, the staff ………. was very low (moral/morale). 6. Always …………… that you proofread your documents carefully before sending them out. (insure/ensure) Help Yourself 7. I have asked Martha to write ………….. to John Lim giving him a disciplinary warning (formally/formerly) 8. Mark has always ……………….. to being manager of his own company (aspired/inspired) 9. The CEO’s speech has a great ……………… on staff motivation. (affect/effect) 10. Please let me have your expert ………………… on this issue. (advice/advise) Test Yourself 1. Why is communication the lifeblood of a business organization? ( required for smooth running of the business, if people do not communicate the organisation will not even exists ) 2. How do you benefit from effective communication? (slide 4 considering someone working in an organisation) 3. Explain three of the factors you would consider when choosing a method of communication. (audience, type of message, cost, urgency) 4. Discuss three reasons why you would use a) oral channels of communication b) written channels of communication (slide 17-18) 5. What are the barriers of communication? Discuss briefly. (slide 22-23) 6. Discuss some ways in which you can improve intercultural communications. (slide 28) Test Yourself 7. State the communication methods you would use to: a) Congratulate an employee on passing an important examination b) Inform employees about your annual dinner and dance. c) Put a nervous applicant at ease while waiting for an interview. d) Display the past five years’ sales figures. e) Confirm a lunch appointment with a client next week. What you have learnt?  In this lecture you have learnt about :  Basics of communication  Benefits of effective communication  Methods of communication  Communication Process  Barriers to effective communication  Culture and communication  7 steps to effective communication References  TAYLOR, S., 2005, Communication for Business – A Practical Approach , 4th ed. Harlow:Longman  SPIERS C., 2011, Essential Communication Secrets, Available from: www.bookboon.com, [Accessed 01-August-2013]