Communication: 2008

Definitions

Goldhaber defines communication as “the process of creating and exchanging messages within a network of interdependent relationship to cope with the environmental uncertainty”.

Keith Davis defines communication as “the transfer of information and understanding from one person to another person. It is a way of reaching others with facts, ideas, thoughts and values. It is a bridge of meaning among people so that they can share what they feel and know. By using this bridge a person can cross safely the river of misunderstanding that sometimes separates people.”

Newman and Summer: a process of exchange of knowledge, ideas, thoughts, opinions, feelings, emotions or information between two or more individuals.

American Society of Training & Development: a process of interchange of information to bring about a mutual understanding and confidence for good human relations.

Louis Allen: as a sum total of all the things one person does when he wants to create an understanding in the mind of another.

Katz and Kahn: as the exchange of information and transmission of meaning that is very essence of a social or organizational system.

Communication is viewed as the transfer of information from one person to another, whether or not it elicits confidence. But the information transferred must be understandable to the receiver. It should never be forgotten that nothing could logically be called information unless it informs someone.

In its broadest sense, the purpose of communication in enterprise is to effect change- to influence action in the direction of enterprise welfare.

Numerous Purposes

Seeking or receiving information, allocating blame, encouragement, control, selling proposals, confrontation.
Talking to different levels within hierarchy - to individuals, to groups, to departments and externally to customers, suppliers, banks, other professionals.
Using both formal communication:
meetings, reports, proposals, notices;
and informal communication:
counseling, advising, talking to other employees.
Working in different roles: as chairman, project leader, analyst, subordinate, colleague.
Evaluating communications: are they facts, opinions, gossip?
Building networks to obtain real information.
Trying to influence those over whom you have no power.

Again as mentioned earlier, in its broadest sense, the purpose of communication in enterprise is to effect change- to influence action in the direction of enterprise welfare.

Types of Communication

1. Verbal communication
- Oral
- Written

2. Non-verbal communication
- Silence
- Signals:
Audio signal
Visual signals

Communication Process

Entities of the process

Sender (Encoder)
Message (Verbal and non-verbal)
Medium
Stimuli (Noise)
Receiver (Decoder)
Feedback (Verbal and non-verbal)

Barriers to Communication

Hearing what we want to hear

Ignoring conflicting information

Perceptions about the communicator

Influence of the group/Distrust of communicator

Words mean different things to different people/Badly expressed messages

Faulty translations

Loss by transmission and poor retention

Inattention

Unclarified assumptions

Insufficient adjustment period

Premature evaluation

Non-verbal communication

Emotions

Fear

Noise

Size

Failure to communicate

Overcoming Barriers to Communication

Adjust to the world of the receiver

Use feedback

Use face-to-face communication

Use reinforcement

Use direct simple language

Suit the actions to the word

Use different channels

Reduce problems of size

Check and Re-check Your Communication

One way of reducing the effects of these barriers is to check continuously during the communication process what the message really is and for this check it at each stage e.g. sending, receiving, understanding, accepting.

Check List

Sender

· Who: To whom should the message go?
· Why: Why am I communicating? What are my motives?
· What: Decide what to communicate. Be clear about what you need to communicate.
· When: Choose the best time for optimum reception.
· How: Use language the receiver will understand and which is unambiguous.
· Where: Choose a location that will not interfere with the reception, understanding and acceptance of the message: Privately? Home or away? In a group? At work or outside?
· Keep checking with receiver.

Receiver

· Be fully attentive to sender.
· Understand actively to the message being sent.
· Ask for clarification, repetition, where necessary.
· Keep checking with sender.

Together

· Realize that misunderstandings are bound to occur and be alert for all cues to this effect.
· Understand again.
· Test your understanding of the message.
· Share opinions, feelings and perceptions generated by the message.

Beware of Distortions in Communication

Given below is a hilarious piece on distortions in communication (to be taken in a lighter vein, yet amply warns about the disasters of distortions in communication):

1. Communication from Managing Director to Works Director:

Tomorrow morning there will be a total eclipse of the sun at nine o'clock. There is something which we cannot see happen every day, so let the workforce line up outside in their best clothes to watch it. To mark the occasion of this rare occurrence I will personally explain it to them. If it is raining we shall not be able to see it very well and in that case the workforce should assemble in the canteen.

2. Communication as passed down from Works Director to General Works Manager:

By order of the managing director there will be a total eclipse of the sun at nine o'clock tomorrow morning. If it is raining we shall not be able to see it very well on the site, in our best clothes. In that case the disappearance of the sun will be followed through in the canteen. There is something that we cannot see happen every day.

3. Communication as passed down from General Works Manager to Works Manager:

By the order of the managing director we shall follow through, in our best clothes, the disappearance of the sun in the canteen at nine o'clock tomorrow morning. The managing director will tell us whether it is going to rain. This is something which we cannot see happen every day.

4. Communication as passed down from Works Manager to Foreman:

If it is raining in the canteen tomorrow morning, which is something that we cannot see happen every day, our managing director, in his best clothes, will disappear at nine o'clock.

5. Communication as passed down from Foreman to Shop Floor:

Tomorrow morning at nine o'clock our managing director will disappear. It's pity that we cannot see this happen every day.

Books Authored by Shyam Bhatawdekar and Dr Kalpana Bhatawdekar (eBooks and printed books available online from Amazon)

Management, Business, Self-help & Personality Development Books

1. HSoftware (Human Software) (The Only Key to Higher Effectiveness)

2. Sensitive Stories of Corporate World (Management Case Studies)

3. Classic Management Games, Exercises, Energizers and Icebreakers

4. Classic Management Games, Exercises, Energizers and Icebreakers (Volume 2)

5. Classic Team Building Games, Exercises, Energizers and Icebreakers

6. 101 Classic Management Games, Exercises, Energizers and Icebreakers

7. Stress? No Way!! (Handbook on Stress Management)

8. HSoftware (Shyam Bhatawdekar’s Effectiveness Model)

9. Competency Management (Competency Matrix and Competencies)

10. Soft Skills You Can’t Do Without (Goal Setting, Time Management, Assertiveness and Anger Management)

11. Essentials of Work Study (Method Study and Work Measurement)

12. Essentials of Time Management (Taking Control of Your Life)

13. Essentials of 5S Housekeeping

14. Essentials of Quality Circles

15. Essentials of Goal Setting

16. Essentials of Anger Management

17. Essentials of Assertive Behavior

18. Essentials of Performance Management & Performance Appraisal

19. Health Essentials (Health Is Wealth)

20. The Romance of Intimacy (How to Enhance Intimacy in a Relationship?)

Novels, Stories, Biographies and Travelogues

21. The Peace Crusaders (Novel: how the peace crusaders established permanent peace on a war strewn planet?)

22. Love Knows No Bounds (Novel: a refreshingly different love story. Also available with the title “Good People”)

23. Funny (and Not So Funny) Short Stories

24. Stories Children Will Love (Volume 1: Bhanu-Shanu-Kaju-Biju and Dholu Ram Gadbad Singh)

25. My Father (Biography)

26. Travelogue: Scandinavia, Russia

Communication

Monday, November 10, 2008

Communication

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