Torino

Scalea

Michelina Viggiani

Communication (coming from the Latin word "communis", meaning to share)

IS a process in which people exchange information, news,

ideas, feelings and also create and share meaning through an accepted code of symbols.

• in general is a means of connecting people or places• in business is a key function of management

Michelina Viggiani

Methods of communication • Information flows only in one direction –from the sender Information flows only in one direction –from the sender

to the receiver with no feedback (memo, fax, email, to the receiver with no feedback (memo, fax, email, letter)letter)

• A much common way of communication because it is A much common way of communication because it is faster and easier for the sender and there is no trouble faster and easier for the sender and there is no trouble from disagreement. from disagreement.

• There may be mistakes in transmission of information.There may be mistakes in transmission of information.

• A process in which information flows in two-directions –A process in which information flows in two-directions –the receiver provides feedback and the sender receptive the receiver provides feedback and the sender receptive to the feedback. (Phone call, in person )to the feedback. (Phone call, in person )

• It is more accurate and fewer mistakes in transmission.It is more accurate and fewer mistakes in transmission.

• But it is time-consuming and more difficult for the senderBut it is time-consuming and more difficult for the sender

• Team meetings, consulting, decision making, group Team meetings, consulting, decision making, group problem solvingproblem solving

One-way communication

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Two-way communication

Collaborative communication

What are the most common ways we communicate?

Spoken Words

Written W

ords

Visual Images

Body Language

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Verbal

com

munica

tion

Non-

verb

al co

mm

unica

tion

Michelina Viggiani

NONVERBAL - VERBAL COMMUNICATION

• Nonverbal Communication - all elements of communication that do not involve words.Four basic types:

Proxemics - an individual’s perception and use of spaceKinetics - study of body movements, including postureFacial & Eye Behaviour - movements that add cues for the receiverParalanguage - variations in speech, such as pitch, loudness, tempo, tone, duration, laughing, & crying

• Verbal Communication - The encoding of messages into words, either written or spoken

Communication Process

MediumSenderencode decode

Receiver

Feedback

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The communication process is the guide toward realizing effective communication.

Communication Key Elements

• Source/Sender – an individual, group, or organization who initiates the communication and is initially responsible for the success of the message

• Message – what information to communicate

• Encoding – sender translates the message into symbols or language

• Medium/Channel – pathway through which an encoded message is transmitted to a receiver

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• Decoding - The processing stage where the receiver interprets the symbols sent by the sender, translates the message and tries to make the symbols meaningful

• Receiver – the individual or group to whom the message is directed• Feedback - is initiated by the receiver who decides what message

to send to the original sender ( Feedback eliminates misunderstandings, allows the sender to evaluate the effectiveness of the message)

• Noise – refers to anything that interferes at any stage of the communication process

Michelina Viggiani

Communication Key Elements• Source/Sender – an individual, group, or organization

who initiates the communication and is initially responsible for the success of the message

• Message – what information to communicate

• Encoding – sender translates the message into symbols or language

• Medium/Channel – pathway through which an encoded message is transmitted to a receiver

Michelina Viggiani

Characteristics of effective communications

Effective communication requires the message to be:

• Clear and concise• Accurate• Relevant to the needs of the receiver• Timely• Meaningful• Applicable to the situation

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Communication Barriers

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Factors that block or

significantly distort successful communication

• Physical separation• Status differences• Sex differences• Cultural diversity• Language• Educational level• Attitude • Timing • Understanding of

message• TrustNoise

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Communication media

• Written communication mediaWritten communication media: : (Letters ,Memos, Reports, Forms , Notice boards and Internal magazines or (Letters ,Memos, Reports, Forms , Notice boards and Internal magazines or newspapers,newspapers, E-mail, Faxes, notices ,Circulars, Newsletters, Reports, Proposals, Research papers, Bulletins, Brochures, Manuals, In-house journals) )

• Oral communication mediaOral communication media (Face-to-face discussions, telephone conversations, formal presentations, (Face-to-face discussions, telephone conversations, formal presentations,

mmeetings, seminars, group discussions, interviews (employment/press), video conferences, voice conferences etc.)

• Electronic communication mediaElectronic communication media (Paging devises, laptop computers, E-mail, fax machines, electronic notice boards

etc.)

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Information Richness of Communication Media

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Communication MediaFace-to-Face : • Has highest information richness• Can take advantage of verbal and nonverbal signals• Provides for instant feedback• Management by wandering around takes advantage of this with informal talks to workers• Video conferences provide much of this richness and reduce travel costs and meeting timesSpoken Communication Electronically Transmitted• Has the second highest information richness• Telephone conversations are information rich with tone of voice, sender’s emphasis, and quick feedback, but provide no visual nonverbal cues Personally Addressed Written Communication• Has a lower richness than the verbal forms of communication, but still is directed at a given person.• Personal addressing helps ensure receiver actually reads the message—personal letters and e-mail are common forms

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New Technologies for Communication

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• Informational databases

• Electronic mail systems

• Voice mail systems

• Fax machine systems

• Cellular phone systems

Tips for Effective Use of New Communication Technologies

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Build infeedback

opportunities

Providesocial

interactionopportunities

Strive for message

completeness

Michelina Viggiani

“Communication is not only the essence of being human, but also a vital

property of life.” 

John A. Piece 

Michelina Viggiani