1. The Communication Process Introduction to basic concepts

2. Why Study Communication? The Only Completely Portable Skill –You will use it in every relationship –You will need it regardless of your career path The “Information Age” –The history of civilization is the history of information –Language and written documents facilitate the transfer of information and knowledge through time and space

3. Why Study Communication? Your Quality of Life Depends Primarily on Your Communication Skills You Cannot Be Too Good at Communication People Overestimate Their Own Communication Skills

4. Communication is: The process of people sending and receiving information (Hunt, 1987).

5. Another Definition of Communication The sending of stimuli through some channel by a sender so that a receiver translates the stimuli into a message and then feeds back additional stimuli as a message monitor to the sender (Casagrande & Casagrande, 1986).

6. Communication A social process in which individuals employ symbols to establish and interpret meaning in their environment. (Garlough, 2006)

7. A Simple Communication Model SenderMessageReceiver

8. Two-Way Communication Process message feedback Sender Receiver channel

9. Two-Way Communication Process Sender has an idea Sender encodes the idea Sender transmits the message Receiver gets the message Receiver decodes the message Receiver sends feedback

10. What is Business Communication? Business communication is the giving and receiving of information between individuals and/or groups for the purpose of exchanging information and altering or enhancing performance.

11. Purposes for Business Communication Provide factual information Inform readers about or provide information Clarify and condense information Gather information Persuade and make recommendations

12. Two-Way Communication Process

13. The Process of Communication Verbally or nonverbally. By speaking, writing, gesturing. How may the sender encode a message? Letters, e-mail, IM, memos, TV, phone, voice, Others? What kinds of channels carry messages?

14. Communication channels Face to face Meetings Videoconferencing Voice Mail Presentations Computer conferencing radio Web sites Promotional Materials Brochures Not so obvious channels: Touch Visual appearance Body language Smell Objects Sounds Color

15. Hearing, reading, observing. How does a receiver decode a message? When a message is understood as the sender intended it to be. When is communication successful? Ask questions, watch responses, don’t dominate the exchange. How can a communicator provide for feedback?

16. What makes a good Communicator? Ability to communicate well in written and verbally. Ability to listen Being precise Good body language Positive attitude A good communicator likes to achieve results by working with and through people and finds more enjoyment in the process than in the results.

17. Usage of Business Communication Channels Listening 45% Reading 16% Speaking 30% Writing 9%

18. History of Communication Nonverbal:150,000 years Oral: 55,000 years Written: 6,000 years –Early writing: 4000 BC –Egyptian hieroglyphics: 3000 BC –Phoenician alphabet: 1500 to 2000 BC –Book printing in China: 600 BC –Book printing in Europe: 1400 AD

19. Genres of Communication Written Communication Oral Communication Mixed Communication

20. Written Communication Letters Memos Email Reports/White Papers Web sites Promotional Materials Other written documents

21. Oral Communication Meetings Conference calls Phone calls Presentations Video or audio recordings Other forms of oral communication

22. Mixed Communication Web sites PowerPoint presentations (spoken and written communication) Performance reviews

23. Which channel to use? Amount of Information conveyed Control over how message is composed and delivered Control over receiver’s attention Effective for detailed messages Face-to-faceHighestModerateHighestWeak TelephoneHighModerateHighWeak E-mailLowHighLowWeak Hard copy (letters, memos & reports) HighHighLowGood

24. Which channel to use? Generally oral communication is best for messages that require a personal dimension –Relationships improve through oral communication –Best for ideas that have a strong need for visual support (Power point presentations) –Written communication is best when using a formal tone or conveying a lot of information (reports)

25. Which channel to use? In many cases it is wise to use both written and oral communication –Distribute a written text that parallels your presentation –Follow a letter/e-mail with phone call –Send a report and then have a meeting for discussion

26. Barriers to Interpersonal Communication Lack of language skills Lack of listening skills Emotional interference Physical distractions

27. Communication climate Context and setting Background, experiences Knowledge, mood Values, beliefs, culture Understanding is shaped by

28. Barriers That Block the Flow of Information in Organizations Closed communication climate Top-heavy organizational structure Long lines of communication Lack of trust between management and employees Competition for power, status, rewards

29. Overcoming Communication Barriers Realize that communication is imperfect Adapt the message to the receiver Improve your language and listening skills Question your preconceptions Plan for feedback

30. Nonverbal Communication Eye contact, facial expression, and posture and gestures send silent messages.

31. Ten Misconceptions About Listening 1.Listening is a matter of intelligence. FACT: Careful listening is a learned behavior. 2.Speaking is more important than listening in the communication process. FACT: Speaking and listening are equally important.

32. 3.Listening is easy and requires little energy. FACT: Active listeners undergo the same physiological changes as a person jogging. 4.Listening and hearing are the same process. FACT: Listening is a conscious, selective process. Hearing is an involuntary act.

33. 5.Speakers are able to command listening. FACT: Speakers cannot make a person really listen. 6.Hearing ability determines listening ability. FACT: Listening happens mentally— between the ears.

34. 7.Speakers are totally responsible for communication success. FACT: Communication is a two-way street. 8.Listening is only a matter of understanding a speaker’s words. FACT: Nonverbal signals also help listeners gain understanding.

35. Tips for Becoming an Active Listener Stop talking. Control your surroundings. Establish a receptive mind-set. Listen for main points. Listen between the lines.