Effective BA Primary School
Teaching (Top Up)
Communication BA English Language
Teaching (3 Year)
About Me
• Head of Brand Advocacy
• Medical Marketing Manager
• Sales & Channel Development Manager
• Area Manager Nutrition
• Nutrition Advisor
com·mu·ni·ca·tion
\ kə-ˌmyü-nə-ˈkā-shən \
: a process by which information is
exchanged between individuals through
a common system of symbols, signs, or
behavior.
Why?
Effective communication helps us
better understand a person or
situation and enables us to
resolve differences and build
trust and respect.
1) The ability to effectively
communicate with others is one
of the most important tools for
professional and personal success.
Why Effective 2) Effective communication can help
you influence others.
Communication?
3) Your capacity to communicate is
often seen as an indicator of your
ability and intelligence.
80% of workplace
issues are
communication
related.
Elements of Personal Communication
7%
Words/Verbal
38%
Body Language
55%
Tone
Dr. Albert Mehrabian
If words disagree with the tone of
voice and nonverbal behavior,
people tend to believe the tonality
and nonverbal behavior.
Dr. Albert Mehrabian
Listening
• Different from hearing
• Hearing is a physiological process
of detecting and processing sounds
• Listening: mental process of
Listening assigning meaning to sounds
• Communication professionals view
it as a primary skill for success
• People spend about 50 percent of
their time listening
• More than just hearing someone
speak.
Active • You fully concentrate on what is
being said.
Listening • You listen with all your senses and
give your full attention to the
person speaking.
Are you an
active
listener?
Nonverbal
Communication
Improve how you read nonverbals!
1. People watching
2. Be aware of individual differences
3. Look at nonverbal signals as a whole
• Communication is defined as the transmission of mutual
understanding through the use of symbols
• If mutual understanding does not result from the
transmission of symbols, there is no communication
• The elements in the process of communication are:
Framework for • Sender
Understanding • Encoding
• Message
Communications • Medium
• Decoding
• Receiver
• Noise
• Feedback
The Communication Process Model
• Communication Process
• The steps between a source and a receiver that result in the
transference and understanding of meaning
Direction of Communication
Upward Downward Lateral
• The three formal channels of
communication are downward, upward,
and horizontal
• Downward
Formal • Flows from higher to lower levels
• Key aspect—subordinates react
most effectively to those matters
Channels judged to be of the greatest
interest to the boss
• Selective screening is a problem
• Example forms: job instructions,
memos, policies, procedures,
manuals, etc.
• Upward
• Flows from lower to higher levels
• Most ineffective of the three channels
• Employees need opportunities to be:
• Heard
Formal • Anonymous
• Example devices: suggestion boxes, group
meetings, participative decision making,
grievance procedures, etc.
Channels • Horizontal
• Flows from one level to an equal level
• Necessary for coordination of diverse
organizational functions
• Most effective of the three channels
• Example devices: Internet, corporate
intranets
• Communications within organizations do
not necessarily follow the formal
pathways
• Many organizations have extensive
networks of informal communications
Informal • Since they are ingrained into
organizational life, managers should heed
Channels and use them to benefit programs,
policies, or plans
• Elements of informal channels are:
• Grapevine—75% accurate
• Rumor—unverified belief in general
circulation
• Interpersonal communication
travels from person to person in
face-to-face and group settings
Interpersonal • It is the primary means (75%) of
Communication managerial communication
• Communication problems can be
traced to perceptual and
interpersonal style differences
• Interpersonal styles—the way in
which an individual prefers to
relate to others—differ among
individuals
Interpersonal
• Good communicators learn to
Communication recognize their style and others’
styles as well as how to modify
their style for effective
communication
• Since interpersonal communications is
largely focused on transmitting information
from one person to another, the different
combinations of knowing and not knowing
the necessary facts affects communication.
The four combinations of information
Interpersonal known and unknown by self and others are:
Communication • The arena
• The area most conducive to
effective interpersonal
relationships and communications
• All information is known to both
the sender and receiver
• The blind spot
• Information is known to receiver but not to
sender
• Selective perception is related to blind-spot
problems
• The façade
• Information is known to sender but
Interpersonal unknown to receiver
• The unknown
Communication • Information is unknown by everyone
• Interpersonal communications can be improved by
using:
• Exposure—be open and honest in sharing
information
• Feedback—sender must listen, and receiver must
respond
• Two types of interpersonal communication:
• Verbal
• Oral communication
• Conversations in person,
telephone, etc.
Types of • Major benefits—ideas can be
interchanged, prompt feedback
Interpersonal can be provided, allows use of
gestures, facial expressions, and
Communication other emotions such as tone or
voice
• Can result in poor
communication—immediacy, not
well thought out, not clearly
encoded, noise in the process
• Written communication
• Major benefits—allows sender to think
about message, reread it, have others
review it, provides a record of the
communication
Types of • Major drawbacks—takes more time to
prepare, no interaction, no immediate
Interpersonal feedback, discourages open
communication
Communication • Non-verbal
• Sending and receiving messages by some
medium other than verbal or written
• 93% of message is via non-verbal content
• Examples: voice, face, body, proxemics
• Problems occur both in formal
organizational communications
and in interpersonal
Why communications
Communications • Breakdown can occur whenever
Break Down any one of the elements of
communication is defective
(sender, encoding, medium,
decoding, receiver, feedback)
• Conflicting frames of reference
• People interpret the same
communication differently
depending on their previous
experiences
Why
• Selective perception
Communications • People block out information if it
Break Down conflicts with what they believe
• Value judgments
• People assign an overall worth to
a message prior to receiving the
entire communication
• Status differences
• Status in the organization is
determined by position, title, pay,
office size, etc.
• Security
Why • Security of the channel is an
Communications increasingly important consideration
for employees
Break Down
• Source credibility
• The amount of trust, confidence,
and/or faith the receiver has in the
words and actions of the
communicator
• Time pressures
• Managers don’t have the time
to communicate frequently
with every subordinate
Why • Information overload
Communications • Managers often are deluged by
Break Down information and data
• Semantic problems
• The same words may mean
entirely different things to
different people
Why • Poor listening skills
Communications • Most individuals listen at only a
Break Down 25% level of efficiency
• To become better communicators,
managers must:
• Improve their messages
• Improve their own understanding of
what other people are trying to
How communicate
Communications • Effective listening
Can Be Improved • Managers must listen with
understanding
• Following up
• Managers should attempt to
determine whether their intended
meaning was actually received
• Regulating information flow
• Only significant deviations from policies
and procedures should be brought to
the managers
• Utilizing feedback
How • Managers should determine whether
Communications their messages have been received and
if they have produced the intended
Can Be Improved responses
• Empathy
• Managers should put themselves into
the other person’s role and assume the
viewpoints and emotions of that person
• Simplifying language
• Managers must encode
messages in words, appeals,
and symbols that are
How meaningful to the receiver
Communications • Organizational stories
Can Be Improved • Using narrative allows
managers to forge relationships
with diverse audiences well
beyond those afforded by a
technical argument
