1. Communication and its barriers Communication is a process beginning with a sender who encodes the message and passes it through some channel to the receiver who decodes the message. Communication is fruitful if and only if the messages sent by the sender is interpreted with same meaning by the receiver.

2. The Communication Process SourceEncodingChannelDecodingReceiver Message “I take sugar in my tea”

3. The Communication Process EncodingChannelDecoding Receiver Message Feedback Source “One lump or two?”

4. Communication Feedback We may say that communication has occurred only when the message has been understood. We may say that communication has occurred only when the message has been understood. Understanding occurs in the mind of the receiver. Understanding occurs in the mind of the receiver. Feedback is critical to ensure that accurate understanding of the message has occurred. Feedback is critical to ensure that accurate understanding of the message has occurred.

5. Communication Methods: Methods: Verbal – face to face Verbal – face to face Written Written Electronic Electronic Visual Visual Audio Audio Group meetings Group meetings Notice boards Notice boards Text! Text!

6. Communication Medium: Medium: Letters Letters Memo Memo Report Report Notice board Notice board Faxes Faxes Telephone Telephone E-mail E-mail Face to face Face to face Body language Body language Video/video conferencing Video/video conferencing Internet Internet

7. Barriers to Communication Barriers to accurate communication Barriers to accurate communication Unfamiliar language – including dialects and accents Unfamiliar language – including dialects and accents Improper timing – Is the boss distracted today? Improper timing – Is the boss distracted today? Noise and distractions in the environment Noise and distractions in the environment Attitude of both the source and the receiver Attitude of both the source and the receiver Differences between people – gender, age, culture, education, intelligence, etc. Differences between people – gender, age, culture, education, intelligence, etc. Relationship between the sender and the receiver – status, boss- employee, parent-child, etc. Relationship between the sender and the receiver – status, boss- employee, parent-child, etc.

8. Barriers to Communications Filtering – manipulation of information so that it will seem more favorably to the receiver. Filtering – manipulation of information so that it will seem more favorably to the receiver. Selective Perception – receiver hears message based on his/her interests, needs, motivations, experience, background and other personal characteristics. Selective Perception – receiver hears message based on his/her interests, needs, motivations, experience, background and other personal characteristics. Defensiveness – response when receiver interprets message as threatening Defensiveness – response when receiver interprets message as threatening Language – Words mean different things to different people. Language – Words mean different things to different people.

9. Listening barriers: Interrupting the speaker Not maintaining eye contact with the speaker Rushing the speaker to complete what he/she has to say Making the speaker feel as though he/she is wasting the listener's time Being distracted by something that is not part of the on going communication Getting ahead of the speaker and completing his/her thoughts Interrupting the speaker Not maintaining eye contact with the speaker Rushing the speaker to complete what he/she has to say Making the speaker feel as though he/she is wasting the listener's time Being distracted by something that is not part of the on going communication Getting ahead of the speaker and completing his/her thoughts

10. Listening Barriers Ignoring the speaker's requests Topping the speaker's story with one's own set of examples Forgetting what is being discussed Asking too many questions, for they sake of probing Ignoring the speaker's requests Topping the speaker's story with one's own set of examples Forgetting what is being discussed Asking too many questions, for they sake of probing

11. Barriers while speaking Unclear messages Unclear messages Lack of consistency in the communication process Lack of consistency in the communication process Incomplete sentences Incomplete sentences Not understanding the receiver Not understanding the receiver Not seeking clarifications while communicating Not seeking clarifications while communicating

12. Action to be taken to overcome barriers of effective communication The effectiveness of the communication process is dependent upon the capabilities of the senders and receivers The effectiveness of the communication process is dependent upon the capabilities of the senders and receivers

13. 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. 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.

14. Sender’s Role HOW : Use language the receiver will understand and which unambiguous. WHERE : Choose a location which will not interfere with the reception, understanding and acceptance of the message. Keep checking with the receiver. HOW : Use language the receiver will understand and which unambiguous. WHERE : Choose a location which will not interfere with the reception, understanding and acceptance of the message. Keep checking with the receiver.

15. Receiver’s Role Receiver Be fully ATTENTIVE to sender Listen ACTIVELY to the messages being sent. ASK for clarifications, reception where necessary. Keep checking with sender. Receiver Be fully ATTENTIVE to sender Listen ACTIVELY to the messages being sent. ASK for clarifications, reception where necessary. Keep checking with sender.

16. Mutual Expedition Together Realize that misunderstandings are bound to occur, and be ALERT for all cues to this effect. LISTEN, listen, listen, and listen again. TEST your understanding of the message. Share OPINIONS, feelings and perceptions generated by the message. Together Realize that misunderstandings are bound to occur, and be ALERT for all cues to this effect. LISTEN, listen, listen, and listen again. TEST your understanding of the message. Share OPINIONS, feelings and perceptions generated by the message.

17. Principal Barriers The principal barriers to effective communication are: The principal barriers to effective communication are: Noise Noise Poor feedback, Poor feedback, Selection of inappropriate media, Selection of inappropriate media, Wrong mental attitude, Wrong mental attitude, Insufficient or lack of attention to work selection, Insufficient or lack of attention to work selection, Delay in message transmittal, Delay in message transmittal, Physical separation of the sender and receiver, Physical separation of the sender and receiver, Lack of empathy or a good relationship between the sender and receiver Lack of empathy or a good relationship between the sender and receiver

18. The Ten Commandments of Good Communication Seek to clarify your ideas before communicating Seek to clarify your ideas before communicating Examine the true purpose of each communication Examine the true purpose of each communication Consider the total physical and human setting Consider the total physical and human setting Consult with others in planning communications Consult with others in planning communications Be mindful of the overtones as well as the basic content of your message Be mindful of the overtones as well as the basic content of your message Take the opportunity to convey something of help or value to the receiver Take the opportunity to convey something of help or value to the receiver Follow-up your communication Follow-up your communication Communicate for tomorrow as well as today Communicate for tomorrow as well as today Be sure your actions support your communications Be sure your actions support your communications Seek not only to be understood but to understand - be a good listener Seek not only to be understood but to understand - be a good listener

19. The End THANK YOU