THE COMMUNICATION PROCESS

SEND RECEIVE

Sender Encodes Message Channel Message Decodes Receiver

Decodes Message Channel Message Encodes

Top Down Communication

• The process by which authority and tasks are passed down hierarchy.

• The ultimate responsibility of tasks remains with the manager and requires monitoring.

• The responsibility to complete the task is given to a subordinate.

Effective Communication

• Effective communication depends on values like willingness to share

• Insecurity & threat are some of the reasons why people communicate poorly

• Communication skill and requires practice

Communication skills

• Job Knowledge

• Distribution of Power & culture

• Understanding People

• Motivational skills

• Mentoring & counseling

• Listening & feedback skills

• Self Awareness

MIND: A COGNITIVE FILTER

• BELIEFS- Assumptions about God, life, & existence.

• ATTITUDES- Cognitive ,emotional & judgmental predisposition towards object, people & events.

• VALUES - practiced actions-goals & means

STEREOTYPES

• Descriptive assumptions about groups from gender, class ,race, & nation

• Unchanging assumptions across time spans

• Ignoring individual differences

• Creates false predisposition to act

• Proved incorrect by research

STIUATIONAL FACTORS

• Status

• age

• event

• emotions

• organizational climate

SEMANTIC FACTORS

• DENOTATIONS

• CONNOTATION

• EUPHEMISM

• LANGUAGE

INFORMATION PROCESSING

• ABSTRACTING: focus on some and omit other facts.

• GENERALIZATION:Extrapolation

• INFERENCE: conclusions drawn from logic.

• BYPASSING:not understanding jargon.

EFFECTIVE FEEDBACK PRINCIPLES

GIVING FEEDBACK

FOR MAXIMUM IMPACT:

1. THE RECEIVER SHOULD “HEAR” THE MESSAGE.

2. MESSAGE SHOULD BE “WITH REAL FEELING”.

3. THERE SHOULD BE “TRUST” BETWEEN THE GIVER AND THE RECEIVER.

EFFECTIVE FEEDBACK PRINCIPLES

GIVING FEEDBACK- contd.

4. MIRRORS THE BEHAVIOR OF THE RECEIVER. 5. FEEDBACK SHOULD NOT BE JUDGEMENTAL.

6. SPECIFIC RATHER THAN GENERAL.

7. TIMELY – GIVEN AT A TIME WHEN THE RECEIVER

CAN RECEIVE IT.

EFFECTIVE FEEDBACK PRINCIPLES

RECEIVING FEEDBACK

1. LISTEN TO THE GIVER WITH AN OPEN MIND

2. “HEAR” THE MESSAGE RATHER THAN TO REACT.

3. FEEDBACK MIRRORS THE PERCEPTIONS OF THE GIVER.

4. FEEDBACK SHOULD BE VALIDATED.

PERFORMANCE- LISTENING

THE ABILITY TO HEAR / REMEMBER / UNDERSTAND WORDS AND FEELINGS

BE PREPARED TO LISTEN ASK QUESTIONS PARAPHRASE LISTEN WITHOUT BEING DEFENSIVE EYE CONTACT LISTENING ENCOURAGES, PROVIDES INFORMATION, FACILITATES RESOLUTION AND DEEPENS RAPPORT

‘LISTEN’ MODEL

L Let client feel your interest

I Inquire with questions

S Stay on target

T Test your understanding

E Evaluate the message

N Neutralize your feelings