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Communicating for Results

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Communication Channels. The three primary channels are oral, nonverbal, and written. ... nonverbal communication. Make sure your nonverbal communication ... – PowerPoint PPT presentation

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Title: Communicating for Results


1
Communicating for Results
Chapter 11
2
Learning Outcomes
3
Learning Outcomes (contd)
4
Communication General facts
  • 75 of working day spent on communicating
  • 75 loss through imprecision, inaccuracy, etc.
  • It is the process of transmitting information and
    meaning
  • Organisational along units/departments in
    organisation
  • Interpersonal among people

5
Organisational Communication
  • Important skill for managers
  • Lee Iacocca The most important thing I learned
    in (business) school was how to communicate
  • Types of organisational communications
  • Vertical
  • Down
  • Up
  • Facilitating upward communication
  • Horizontal/lateral
  • Grapevine

6
Organisational Communication
  • Vertical Communication
  • The flow of information both downward and upward
    through the organisational chain of command.
  • Horizontal Communication
  • The flow of information between colleagues and
    peers.
  • Grapevine
  • The flow of information in any direction
    throughout the organisation.

7
Organisational Communication Formal Communication
8
Organisational Communication Informal
Communication
9
What is communicated to you I this picture?
10
The Communication Process
Exhibit 112
11
The Communication Process
  • Encoding
  • The senders process of putting the message into
    a form that the receiver will understand.
  • Communication Channels
  • The three primary channels are oral, nonverbal,
    and written.
  • Decoding
  • The receivers process of translating the message
    into a meaningful form.

12
Major Communication Barriers
13
Message Transmission Channels
14
Oral Communications
  • Advantages
  • Easier
  • Faster
  • Encourages feedback
  • Disadvantages
  • Less accurate
  • Leaves no permanent record

15
Nonverbal Communications
  • Nonverbal Communication
  • Includes messages sent without words.
  • Setting (physical surroundings)
  • Body language
  • Facial expressions
  • Vocal quality (how said, not what said)
  • Gestures
  • Posture
  • Disadvantage
  • Can be misinterpreted by receiver.

16
Written Communications
  • Advantages
  • More accurate
  • Provides a permanent record
  • Disadvantages
  • Takes longer
  • Hinders feedback

17
Selecting the Message Transmission Channel
  • Media Richness
  • The amount of information and meaning conveyed
    through a channel.
  • Oral channels (e.g., face-to-face) are the
    richest channels, useful for sending difficult
    and unusual messages.
  • Written channels are less rich, useful for simple
    and routine messages.
  • Combined channels are best used for important
    messages that must be attended to.

18
Sending Messages
  • Planning the Message
  • What is the goal of the message?
  • Who should receive the message?
  • How should the message be sent?
  • When should the message be sent?
  • Where should the message be sent?

19
The Face-to-Face Message-Sending Process
1. Develop rapport.
2. State your communication objective.
3. Transmit your message.
4. Check receivers understanding.
5. Get a commitment and follow up.
20
Checking Understanding Feedback
  • Feedback
  • The process of verifying messages.
  • Paraphrasing
  • The process of having the receiver restate the
    message in his or her own words.
  • Feedback Problems
  • Receivers feel ignorant.
  • Receivers are ignorant.
  • Receivers are reluctant to point out senders
    ignorance.

21
Checking Understanding Feedback
  • How to Get Feedback
  • Be open to feedback
  • There are no dumb questions.
  • Be aware of nonverbal communication
  • Make sure your nonverbal communication encourages
    feedback.
  • Ask questions
  • Dont take action before checking on message.
  • Use paraphrasing
  • Check the receivers interpretation of your
    message.

22
The Message-Receiving Process
23
Response Styles
24
Response Styles
  • Advising
  • Providing evaluation, personal opinion,
    direction, or instructions.
  • Diverting
  • Switching the focus of the communication.
  • Probing
  • Asking the sender for more information.
  • Reassuring
  • Responding to reduce the intensity of emotions.
  • Reflecting
  • Paraphrasing the message to indicate acceptance
    and understanding.

25
Calming an Emotional Person
  • Empathic Listening
  • The ability to understand and relate to anothers
    situation and feelings.
  • Dealing with Emotional People
  • Dont make statements putting the person down.
  • Do make reflective empathic responses.
  • Paraphrase feelings.

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