NIMRA COLLEGE OF ENGINEERIN AND
TECHNOLOGY
I MBA : Managerial Communication and Soft Skills
NOTES
DR. SHAIK
SHAHEEN TAJ
MBA.,
MA., M PHIL., PHD.
UNIT:
I
ROLE
OF COMMUNICATION IN BUSINESS:
INTRODUCTION:
The
word “communication” derived from the Latin word ‘communicare’ that means to
impart, to participate, to share or to make common. It is a process of exchange
of facts, ideas, and opinions and as a means that individual or organization
share meaning and understanding with one another. In other words, it is a
transmission and interacting the facts, ideas, opinion, feeling and attitudes.
It is the ability of mankind to communicate across barriers and beyond
boundaries that has ushered the progress of mankind. It is the ability of
fostering speedy and effective communication around the world that has shrunk
the world and made ‘globalization’ a reality. Communication had a vital role to
play in ensuring that people belonging to a particular country or a culture or
linguistic group interact with and relate to people belonging to other
countries or culture or linguistic group. Communication adds meaning to human
life. It helps to build relationship and fosters love and understanding. It
enriches our knowledge of the universe and makes living worthwhile.
ROLE OF
COMMUNICATION IN BUSINESS:
The
term business communication is used for all messages that we send and receive
for official purpose like running a business, managing an organization,
conducting the formal affairs of a voluntary organization and so on. Business
communication is marked by formality as against personal and social
communication. The success of any business to a large extent depends on
efficient and effective communication. It takes place among business entities,
in market and market places, within organizations and between various group of
employees, owners and employees, buyers and sellers, service providers and
customers, sales persons and prospects and also between people within the
organization and the press persons. All such communication impacts business.
Done with care, such communication can promote business interests. Otherwise,
it will portray the organization in poor light and may adversely affect the
business interest.
Communication
is the life blood of any organization and its main purpose is to effect change
to influence action. In any organization the main problem is of maintaining
effective communication process. The management problem generally results in
poor communication. Serious mistakes are made because orders are misunderstood.
The basic problem in communication is that the meaning which is actually
understood may not be what the other intended to send. It must be realised that
the speaker and the listener are two separate individuals having their own
limitations and number of things may happen to distort the message that pass
between them. When people within the organization communicate with each other,
it is internal communication. They do so to work as a team and realise the
common goals. It could be official or unofficial. Modes of internal
communication include face-to-face and written communication. Memos, reports,
office order, circular, fax, video conferencing, meeting etc. are the examples
of internal communication. When people in the organization communicate with
anyone outside the organization it is called external communication. These
people may be clients or customers, dealers or distributors, media, government,
general public etc. are the examples of external communication.
DEFINITIONS
OF COMMUNICATION
Communication
may be defined as interchange of thought or information between two or more
persons to bring about mutual understanding and desired action. It is the
information exchange by words or symbols. It is the exchange of facts, ideas
and viewpoints, which bring about commonness of interest, purpose and efforts.
American
Management Association defines, ‘Communication is any behaviour that results in
an exchange of meaning’.
Peter
Little defines communication as, ‘Communication is the process by which
information is transmitted between individuals and/or organizations so that an
understanding response result’.
Newman and Summer Jr. state that,
‘Communication is an exchange of facts, ideas, opinions or emotions by two or
more persons’.
According to Keith Davis: ‘The process of
passing the information and understanding from one person to another. It is
essentially a bridge of meaning between the people. By using the bridge a
person can safely across the river of misunderstanding.
Therefore, the main purpose of
communication is to inform, or to bring around to a certain point of view or to
elicit action
OBJECTIVES
OF COMMUNICATION/ PURPOSE OF COMMUNICATION:
Communication has many objectives depending upon the group
and context. It is goal-oriented. The dominant objective of communication is;
to instruct, to integrate, to inform, to evaluate, to direct, to teach, to educate, to train, to motivate, to
integrate, to promote, to entertain and to facilitate decision-making. The
activities of any organization require both people within and people outside to
act, interact, reach share, exchange and get across to each other so that
specific objectives are accomplished in an effective manner.
1. For instruction: The instructive function unvarying and importantly deals
with the commanding nature. It is more or less of directive nature. Under this,
the communicator transmits with necessary directives and guidance to the next
level, so as to enable them to accomplish his particular tasks. In this,
instructions basically flow from top to the lower level.
2. For integration: It is
consolidated function under which integration of activities is endeavored. The
integration function of communication mainly involves to bring about
inter-relationship among the various functions of the business organization. It
helps in the unification of different management functions. Communication provides the means for an integrated
approach in pursuing organizational goals. Communication binds people working
for a common objective and helps team-building. The success of any business
organization depends upon good business relationships. Communication provides
the means for building and nurturing mutually beneficial relationships.
3. For information: The
first and foremost objective of any communication is to inform. This objective
covers a wide range of areas, both internal and external.
The
purposes or function of communication in an organization is to inform the
individual or group about the particular task or company policies and
procedures etc. Top management informs policies to the lower level through the
middle level. In turn, the lower level informs the top level the reaction
through the middle level. Information can flow vertically, horizontally and
diagonally across the organization. Becoming informed or inform others is the
main purpose of communication.
4. For evaluation: Examination of activities to form an idea or judgment of
the worth of task is achieved through communication. Communication is a tool to
appraise the individual or team, their contribution to the organization.
Evaluating one’s own inputs or other’s outputs or some ideological scheme
demands an adequate and effective communication process.
5. For direction: Communication is necessary to issue directions by the top
management or manager to the lower level. Employee can perform better when he
is directed by his senior. Directing others may be communicated either orally
or in writing. An order may be common order, request order or implied order.
6. For teaching: Another
objective of communication in an organization is to educate. This is done
through product literature, publicity, presentations and demonstrations.
The
importance of personal safety on the job has been greatly recognized. A
complete communication process is required to teach and educate workers about
personal safety on the jobs. This communication helps the workers to avert
accidents, risk etc. and avoid cost, procedures etc.
7. For influencing: A complete
communication process is necessary in influencing others or being influenced.
The individual having potential to influence others can easily persuade others.
It implies the provision of feedback, which tells the effect of communication. To pursue goals and to achieve higher levels of
performance people in business organization are motivated. Talks, lectures,
films, meetings, workshops and non-verbal messages are the means to motivate
people.
8. For image building: A business enterprise cannot isolate from the rest of the
society. There is interrelationship and interdependence between the society and
an enterprise operating in the society. Goodwill and confidence are necessarily
created among the public. It can be done by the communication with the
different media, which has to project the image of the firm in the society.
Through an effective external communication system, an enterprise has to inform
the society about its goals, activities, progress and social responsibility.
9. For employees orientation: When a new employee enters into the organization at that
time he or she will be unknown to the organization programs, policies, culture
etc. Communication helps to make people acquainted with the co-employees,
superior and with the policies, objectives, rules and regulations of the
organization.
10. To train: To achieve proficiency in specific skills business
organizations train the people. Training sessions involve teaching,
instruction, demonstration, practice and discussion.
11. To promote: Promotion is a must for any organization to fully achieve
its objectives. Communication constitutes the basic plank on which promotional
strategies are built.
12. 13. To
entertain: Communication facilitates
entertainment. It facilitates social bond and brings in lighter moments that
help in releasing tension and getting rid of negative feeling.
14. To Decide: Effective
decision-making is possible when required and adequate information is supplied
to the decision-maker. Effective communication helps the process of decision-
making. Decision making constitutes an important function for any
business organization. Communication both oral and written facilitates
decision-making in any business organization.
In
general, everyone in the organization has to provide with necessary information
so as to enable to discharge tasks effectively and efficiently
THE
COMMUNICATION PROCESS/CYCLE
The
transmission of sender’s ideas to the receiver and the receiver’s feedback or
reaction to the sender constitute the communication cycle. The process of
communication begins when one person (the sender) wants to transmit a fact,
idea, opinion or other information to someone else (the receiver). This facts,
idea or opinion has meaning to the sender. The next step is translating or
converting the message into a language which reflects the idea. That is the
message must be encoded. The encoding process is influenced by content of the
message, the familiarity of sender and receiver and other situation of factors.
After
the message has been encoded, it is transmitted through the appropriate channel
or medium. Common channel in organization includes meetings, reports,
memorandums, letters, e-mail, fax and telephone calls. When the message is
received, it is decoded, by the receiver and gives feedback to the sender as
the conformation about the particular message has been carefully understand or
not.
ELEMENTS OF COMMUNICATION
The process of communication
involves the following elements:
1. Sender or transmitter: The person who desires to convey the message is known as
sender. Sender initiates the message and changes the behavior of the receiver.
2. Message: It is a subject matter of any communication. It may involve
any fact, idea, opinion or information. It must exist in the mind of the sender
if communication is to take place.
3. Encoding: The communicator of the information organises his idea into
series of symbols (words, signs, etc.) which, he feels will communicate to the
intended receiver or receivers.
4. Communication channel: The
sender has to select the channel for sending the information. Communication
channel is the media through which the message passes. It is the link that
connects the sender and the receiver.
5. Receiver: The person who receives the message is called receiver or
receiver is the person to whom the particular message is sent by the
transmitter. The communication process is incomplete without the existence of
receiver of the message. It is a receiver who receives and tries to understand
the message.
6. Decoding: Decoding is the process of interpretation of an encoded
message into the understandable meaning. Decoding helps the receiver to drive
meaning from the message.
7. Feedback: Communication is an exchange process. For the exchange to be
complete, the information must go back to whom from where it started (or
sender), so that he can know the reaction of the receiver. The reaction or
response of the receiver is known as feedback.
8. Brain drain: On whole process there is a possibility of misunderstandings
at any level and is called brain drain. It may arise on sender side if they do
not choose the adequate medium for delivery of message, by using default
channel and it may also arise when receiver does not properly decode the
message. In other words, we can say that it is breakdown of cycle at any level.
Media
of communication:
Medium
is the means of transmitting a message. Some media carry written words and/ or
pictures/graphics and other media carry the voice. Electronic media can carry
both voice and words. The message can be transmitted by any suitable medium.
Each medium has its own characteristics which are advantageous in one situation
and disadvantageous in another situation. Each medium makes a different kind of
impression and impact on the receiver. The medium of communication is selected
keeping in view the following Considerations:
1. Type of
Audience: If the audience we want to reach is educated, then the written
form of communication may be used, but in case of uneducated audience,
pictures, symbols or voice may be more suitable. Similarly, depending upon who
is the receiver, the medium of communication is selected.
2. Need for
Secrecy: If confidentiality is required for the message to be transmitted,
it can not be sent by media like telex or fax, even if the message is urgent.
The choice of the media will definitely be influenced by the requirement of
secrecy.
3. Need for Accuracy: Need for accuracy in
transmission is not the same for all the messages. The alphabetical data may
not need as much accuracy as the numerical data does, so the selection of media
to send such data must be done with due consideration.
4. Need for Reliability: Need for
reliability of the medium is an important factor. Sending a message by hand
delivery is more reliable than ordinary mail; Similarly, registered post is
more reliable than ordinary mail.
5. Speed/ Time Considerations: The
pressure of time and the distance between the sender and the receiver influence
the choice of the medium. Media like telephone, telex, fax and email are the
fastest in this case.
6. Cost of
the Medium: Cost of the medium, keeping in view its urgency and relative
importance is one major factor to be considered. If the message is not very
urgent or important, low cost media, like ordinary post, etc. may be chosen.
7. Availability of a Medium: A particular
medium should be available to the sender as well as the receiver for the
message to be transmitted. The sender can send the message through telephone
only if the receiver has this facility available.
8. Feedback Capacity: For some messages,
immediate feedback is required. In such a case, that medium should be chosen,
which has the capacity for immediate feedback, like the telephone.
9. Availability
of a Printed ( hard copy) for
record: If a printed copy of the message is require for record, then the
message can not be transmitted by oral or vocal mediums like telephone. In this
case, letter, e mail or fax may be suitable.
10.
Requirement of the Situation: Sometimes, a particular situation may create
the need for a particular medium of transmission. For example, to offer a
formal note of thanks or to officially congratulate somebody, a written
communication may be more suitable.
11. Intensity
and complexity of the message: Many messages have an emotional content, or
may be complex in nature or carry an intense result with them. Care has to be
taken while choosing the medium for such messages.
Written
Communication:
Oral Communication comes naturally and spontaneously to
man, but Written Communication requires a lot of effort. Written Communication
is a creative activity. The more creative and imaginative the writers the
brighter the image of the company is. The power of writing is eloquently
expressed in the saying “The pen is mightier than the sword”. We cannot think
of a business organization without Written Communication. It takes place by way
of letters, circulars, memos, reports, brochures, books etc. It is the backbone
of an organization. Almost all formal communication is written.
Merits of
Written Communication:
(1) It has an extremely wide reach
(2) It avoids embarrassing situation
(3) It provides us records, references etc., on which
important decisions rest.
(4) It can be erased and rewritten
(5) It builds up the image of the company.
(6) It builds up the legal defenses of the organization
through records, letters, instructions etc.
(7) It promotes uniformity of policy and procedure and
builds up proper guidelines for the working of the organization.
(8) It dependsless on memory since facts and figures can be
mobilized beforehand.
Demerits of
Written Communication:
(1) It takes time to reach its target. Immediate feedback
is not possible.
(2) It costs a lot to the organization.
(3) It becomes ineffective in the hands of people who are
poor in expression. It depends on word power.
(4) Absence of immediate clarification. It is less
interactive.
(5) It depends on the messenger and the mode of
transmission.
(6) It is constrained by language, hand writing and
efficiency of the tools used.
Methods of Communication:
The three main methods of communication are Oral or Verbal
Communication, Written Communication and Non-Verbal Communication. These three
methods have their own merits and demerits.
Oral
Communication:
Spoken Communication or the communication employing speech
is known as Oral Communication. Oral Communication plays a vital role in
everyday life, both for individuals and organizations. Man learns to speak much
before writing. People speak before committing themselves in writing, both in
formal and informal occasions. Oral usage of language, acts as the binding
factor between one person and another. Oral Communication takes place by way of
talks, conversation, dialogue, speech, discussion, meetings and the like. Oral
Communication is also referred to as Verbal Communication. It takes place
between individuals with the help of words. Oral Communication is both
structured and unstructured.
Merits of oral
Communication:
(1) It is the fastest mode.
(2) It provides immediate feedback.
(3) It builds up healthy climate in the organization by
drawing the people together.
(4) Oral Communication is time saving and also very
economical. It saves the money spent on stationery.
(5) It is persuasive. Persuasion is very important in
business.
(6) It is instantaneous.
(7) Oral Communication provides the speaker the opportunity
to correct himself and make himself clear by changing his voice, tone, pitch
etc.
(8) It can be supplemented by non-verbal messages. Body
language helps in conveying our ideas or views more correctly and clearly.
(9) The speaker enjoys the advantage of understanding the
groups he is addressing.
Demerits of
Oral Communication:
(1) It is not effective when the target group is spread
out.
(2) It is constrained by language, accent and vocabulary.
(3) It is also constrained by noise and other physical
barriers.
(4) It is not normally recorded and hence has no legal
validity.
(5) It does not permit repeated reference.
(6) It cannot be erased.
(7) It cannot be retained in the listener’s memory.
(8) The length of the message may pose a problem.
(9) It becomes difficult to fix responsibility for anything
going wrong or for any mistake in Oral Communication.
Visual
Communication:
Facial
expressions and gestures, printed pictures, posters, slides, film strips, etc, fall
under visual communication. Mime is an old art in which idea and emotions are
communicated through facial expressions and gestures. We are all familiar with
the two pieces of bone put in a cross-wise fashion with a skull placed in
between and we all know that they signify danger. In cinema houses we often see
a slide showing a lighted cigarette with a cross mark on it. Again, the meaning
is clear to everybody: no smoking. Communication through such visuals is very
effective because it is sure and instantaneous. No words are uttered no signs
made, and yet the message gets across.
Facial
expressions and gestures:
The non-verbal communication includes the pitch and tone of
the voice as well as facial expressions and gestures. This is nothing but body
language. Rolling, shrinking, winking, and twinkling of the eyes, frowning,
twisting the lips, wobbling the head, staring in the vacuum in the blank,
fumbling the pockets, biting the nails, clattering the teeth, raising the fist
and thumping the table, are some of the expressions and actions of body
language. Nervousness, anger, fear, scorn, determination, horror, sympathy,
pity, lack of understanding, disinterestedness, and resentment can be much
better expressed through body language than through words. Therefore it would
be a serious mistake to overlook the contribution of the body language to the
communication process. Successful communication makes a very effective use of
facial expressions and gestures. Face to face communication becomes more
effective if accompanied with appropriate body language.
Posters:
1. Posters educate the illiterates in factories, in
performing their job efficiently. Posters teach them to operate machines and to
make for their safety.
2. On roads, posters are used to give road signs and
traffic signals as well as to suggest the hazards of irregular and rash
driving.
3. Posters are effective means of advertising.
Making Posters
effective:
1. The picture should be highlighted as they are seen only
for a fleeting moment. Just one or two words make the poster effective.
2. In poster advertising, the Sales message should be
repeated many times at different locations so that the disadvantage of having
just a momentary glance at it is set off.
3. The posters should be displayed in such a way that their
lay-out is artistic and appealing, and visibility adequate.
4. Effective colours are to be chosen in accordance with
the message that is to be communicated. Different colours have different effect
on mind.
Audio-Visual
Communication:
Audio-Visual Communication combines the auditory and the
visual. This technique has within no time gained popularity. Here people can
both observe and hear something on the television or cinema screen. Government
and large organizations make use of this technique.
The government uses Audio-Visual means of Communication to
inform the people of its programmes and policies. It is useful for the
propagation of the family welfare programme. In villages, it is used to educate
the farmers on the techniques of improving agricultural production.
In large commercial and industrial houses, it bridges the
communication gap between the organization and its external public as well as
between the executives and the operatives. Marketing divisions of the companies
use this technique to educate the public on the quality price and supply of
their products. Within the organization his technique acquaints the workers of
any new, sophisticated techniques of production. It keeps them informed of the
policies and achievements of the company at large.
Making
Audio-Visual Communication Effective
1. Pictures, slides and films should be colourful,
interesting and attractive.
2. Narration should be brief but adequate.
Silence: Silence is a form of communicating. It is a tool for effective
communication. And different silences have different
meanings.
In recent
years, researchers have suggested that silence is not simply an absence of
noise or doesn’t mean ‘nothing’ but constitutes a part of communication as
important as speech. The context of a situation defines the power and message
of silence. Constructive silence moves a conversation or discussion forward.
Destructive silence shuts down communication and creates barriers that
discourage speakers from expressing their thoughts. Thus, silences can be
‘leaden’ and they can also be ‘golden’. We have all experienced various
negative silences that could be called awkward, appalled, embarrassed,
defensive, and fearful silences. These could be termed as leaden silences.
However, there are also silences that are golden, such as confident,
comfortable, reflective, peaceful, or respectful silences. Such silences can be
helpful tools for enhancing the communication and to promote and maintain the
existing relationship.
Non-Verbal
Communication:
Oral Communication thrives on listening and the Written
Communication thrives on reading, the Non-Verbal Communication thrives on
observation. It takes place by body language, gestures, postures, appearance,
personal space, codes, signs and signals, facial expressions, timings, examples
and personal behaviour. The greatest merit of Non-Verbal Communication is that
it has a universal appeal. Regarding the use of visual elements a Chinese
proverb says, “A picture is worth a thousand words”. Words often fail to convey
the exact meaning but a picture makes a concrete impression.
Merits of
Visual Signals:
(1) Visual signals like pictures, posters etc., economize
on Verbal Communication. They very easily convey the message.
(2) Colourful paintings, photographs etc., make
communication interesting and motivate the viewer.
(3) Posters, paintings etc., have educational value,
especially, useful for illiterate workers.
(4) Posters are an effective way of advertising.
(5) There are pictures to convey no swimming, danger zone,
etc.
Merits of
Sound signals:
(1) Sound signals are very quick in conveying the intended
message. Ex: The hooting of a siren at once makes the workers active.
(2) Buzzers and such other devices streamline the working
of the organization.
(3) Sound signals are very useful in time management.
Demerits of
Non-Verbal Communication:
(1) Only simple ideas can be communicated.
(2) Great skill of the artist is essential for effective
pictures, posters, cartoons, etc.
(3) Sign language is quite likely to be misunderstood.
(4) In verbal Communication spot correction can be made
easily. It is not possible in sign language.
Advantages and Disadvantages of Non-Verbal Communication
There is a proverb “Actions speak louder than words.” In
essence, this underscores the importance of non-verbal communication. Non-verbal
communication is especially significant in intercultural situations.
Researches in communication suggest that many more feelings and intentions are
sent and received non-verbally than verbally. Meharabian and wiener following
suggested that only 7 % of message is sent through words, with remaining 93%
sent non-verbal expressions (depending on author, verbal part goes up to 35%).
It has multiple advantages or functions:
1. Complementary: Non-verbal cues
complement a verbal message by adding to its meaning. You can pat someone you
offended at the back as you say sorry to him or her.
2. Easy presentation: Information can be
easily presented in non-verbal communication through using visual, audio-visual
and silent means of non-verbal communication.
3. Substituting: Non-verbal message may
substitute for the verbal message especially if it is blocked by noise,
interruption, long distance etc. for example: gestures-finger to lips to
indicate need for quite, facial expressions- a nod instead of a yes.
4. Accenting: Often used to accent a
verbal message. Verbal tone indicates the actual meaning of the specific words.
5. Repeat: Used to repeat the verbal message
(e.g. point in a direction while stating directions.)
6. Help to illiterate people: This type of
communication use gestures, facial expressions, eye contact, proximity,
touching etc. and without using any spoken or written word. So, it is very much
helpful for illiterate people.
7. Help to handicapped people:
Non-verbal cues of communication greatly help in handicapped people especially
to deaf people. Deaf people are exchange message through the movements of
hands, fingers, eye ball etc.
8. Attractive presentation: Non-verbal
communication is based on visual, picture, graph, sign etc. that can be seen
very much attractive.
9.
Reducing wastage of time: The message of
non-verbal communication reached the receiver very fast. For this reason it
reduces the wastage of valuable time of the communicator.
10. Quick expression of message:
Non-verbal cues of communication like sign and symbol can also communicate some
messages very quickly than written or oral messages.
Disadvantages or limitations of non-verbal
communication:
Despite of
advantages of non-verbal communication, it is not free from its limitations or
disadvantages which are:
1.
Vague and imprecise: Non-verbal communication
is quite vague and imprecise. Since in this communication there is no use of
words or language which expresses clear meaning to the receiver. No dictionary
can accurately classify them. Their meaning varies not only by culture and
context but by degree of intension.
2.
Continuous: It is possible to stop
talking in verbal
communication, but it is generally not possible to stop nonverbal
cues. Also, spoken language has a structure that makes it easier to tell when a
subject has changed, for instance or to analyze its grammar. Nonverbal does not
lend itself to this kind of analysis.
3.
Multi-channel: while watching someone’s
eyes, you may miss something significant in a hand gesture. Everything is
happening at once and therefore it may be confusing to try to keep up with
everything. Most of us simply do not do so, at least not consciously.
4.
Culture-bound: Non-verbal communication
is learnt in childhood, passed on to you by your parents and others with whom
you associate. A few other gestures seem to be universal. Evidence suggests
that humans of all cultures smile when happy and frown when unhappy. However,
most nonverbal symbols seem to be even further disconnected from any “essential
meaning” than verbal symbols. Gestures seen as positive in one culture (Like
the thumbs-up gesture in the USA) may be seen as obscene in another culture.
5.
Long conversations are not possible:
In non-verbal communication, long conversation and necessary explanations are
not possible. No party can discuss the particular issues of the messages.
6.
Difficult to understand: Difficult to
understand and requires a lot of repetitions in non-verbal communication.
Since it uses gestures, facial expressions eye contact, touch etc. for
communicating with others which may not be understandable for the simple and
foolish people.
7.
Not everybody prefers: Everybody not
prefers to communicate through non-verbal communication with others. Sometimes
it cannot create an impression upon people or listeners. It is less influential
and cannot be used everywhere. It is cannot be used as a public tool for
communication.
8.
Lack of formality: Non-verbal communication
does not follow any rules, formality or structure like other communication.
Most of the cases people unconsciously and habitually engaged in non-verbal
communication by moving the various parts of the body.
9.
Costly: In some cases non-verbal
communication involves huge cost. For example, neon sign, power point presentation,
cinema etc are very much costly compared to others form of communication.
10. Distortion of information:
Since it uses gestures, facial expressions, eye contact, touch, sign, sound,
paralanguage etc. for communicating with others, there is a great possibility
in distortion of information in non-verbal communication.
Cross
Cultural communication:
Today’s workplace is rapidly becoming vast,
as the business environment is expanding to include various geographic
locations and span numerous cultures. Hence it is important to learn how to
communicate effectively with individuals who speak another language, or who
rely on different means to reach a common goal. Young Indian executives and professionals
have to communicate with people from other cultures. The cultural values of
different people are different. Western ones are different when compared with
Indian and hence if not learnt they can distort our conversation. Culture is
the way we live. It is the air we breathe, the thoughts we think and the clothes
we wear. It is the glasses we wear and look through. Culture is what shapes our
perception. It is collection of values that sustain and direct our lives. So
when other people do things differently from what we do we think that they are
wrong or foolish. To the verbal and non-verbal symbols that they display we
tend to attach meanings that derive from our culture rather than theirs.
The influence of culture on communication is so strong
that anthropologist Edward Hall says “culture is communication and communication
is culture”. Differences in cultural values and perceptions can be a quiet,
invisible source of great misunderstanding between people from different
religions. When you communicate cross-culturally,
make particular efforts to keeping your communication clear, simple and
unambiguous.
And
(sadly) avoid humor until you know that the person you're communicating with
"gets it" and isn't offended by it. Humor is notoriously
culture-specific: Many things that pass for humor in one culture can be seen as
grossly offensive in another.
When dealing with people
in a different culture, courtesy and goodwill can also go a long way in
ensuring successful communication.
Understanding Cultural Diversity
Given
different cultural contexts, this brings new communication challenges to the
workplace. Even when employees located in different locations or offices speak
the same language (for instance, correspondences between English-speakers in
the U.S. and English-speakers in the UK), there are some cultural differences
that should be considered in an effort to optimize communications between the
two parties.
Developing
Awareness of Individual Cultures
Learning the basics about
culture and at least something about the language of communication in different
countries is important. This is necessary even for the basic level of
understanding required to engage in appropriate greetings and physical contact,
which can be a tricky area inter-culturally. For instance, kissing a business
associate is not considered an appropriate business practice in the U.S., but
in Paris, one peck on each cheek is an acceptable greeting. And, the firm
handshake that is widely accepted in the U.S. is not recognized in all other
cultures.
While many companies now
offer training in the different cultures where the company conducts business,
it is important that employees communicating across cultures practice patience
and work to increase their knowledge and understanding of these cultures.
If a
leader or manager of a team that is working across cultures or incorporates
individuals who speak different languages, practice different religions, or are
members of a society that requires a new understanding, he or she needs to work
to convey this.
Consider
any special needs the individuals on your team may have. For instance, they may
observe different holidays, or even have different hours of operation. Be
mindful of time zone differences and work to keep everyone involved aware and
respectful of such differences.
Generally
speaking, patience, courtesy and a bit of curiosity go a long way. And, if you
are unsure of any differences that may exist, simply ask team members. Again,
this may best be done in a one-on-one setting so that no one feels "put on
the spot" or self-conscious, perhaps even embarrassed, about discussing
their own needs or differences or needs.
Demand Mutual Acceptance
Next, cultivate and demand mutual
acceptance and understanding. In doing this, a little education will usually do the
trick. Explain to team members that the part of the team that works out of the Australia
office, for example, will be working in a different time zone, so electronic
communications and/or return phone calls will experience a delay. And, members
of the India office will also observe different holidays (such as Mahatma
Gandhi's Birthday, observed on October 2).
Most
people will appreciate the information and will work hard to understand
different needs and different means used to reach common goals.
For
those of us who are native English-speakers, it is fortunate that English seems
to be the language that people use if they want to reach the widest possible
audience. However, even for native English speakers, cross-cultural
communication can be an issue: Just witness the mutual incomprehension that can
sometimes arise between people from different English-speaking countries.
In this
new world, good cross-cultural communication is a must.
Listening Skills
Listening is one of the most important skills we can have.
How well we listen has a major impact on our job effectiveness, and on the quality
of our relationships with others.
1.
We listen to obtain
information.
2.
We listen to
understand.
3.
We listen for
enjoyment.
4.
We listen to learn.
Clearly, listening is a skill that we can all benefit from
improving. By becoming a better listener, we can improve our productivity, as
well as our ability to influence, persuade negotiate. We can avoid conflict and
misunderstandings – all necessary for workplace success.
Good communication skills require a high level of self-awareness.
By understanding our personal style of communicating, we can go a long way
towards creating good and lasting impressions with others.
The way to become a better listener is to practice “active
listening”. This is where we make a conscious effort to hear not only the words
that another person is saying but, more importantly, to try and understand the
total message being sent.
In order to do this we must pay attention to the other
person very carefully. We cannot allow yourself to become distracted by what
else may be going on around us, or by forming counter arguments that we’ll make
when the other person stops speaking. Nor can we allow ourselves to lose focus
on what the other person is saying. All of these barriers contribute to a lack
of listening and understanding.
Tip:
If we're finding it particularly difficult to concentrate
on what someone is saying, we should try repeating their words mentally as they
say it – this will reinforce their message and help us to control mind drift.
To enhance our listening skills, we need to let the other
person know that we are listening to what he or she is saying. Acknowledgement
can be something as simple as a nod of the head or a simple “uh huh.” You
aren’t necessarily agreeing with the person, you are simply indicating that you
are listening. Using body language and other signs to acknowledge you are
listening also reminds you to pay attention and not let your mind wander.
You should also try to respond to the speaker in a way that
will both encourage him or her to continue speaking, so that you can get the
information if you need. While nodding and “uh huhing” says you’re interested,
an occasional question or comment to recap what has been said communicates that
you understand the message as well.
Becoming an
Active Listener : There are five key
elements of active listening. They all help you ensure that you hear the other
person, and that the other person knows you are hearing what they are saying.
Pay attention.
·
Give the speaker your
undivided attention and acknowledge the message. Recognize that what is not
said also speaks loudly.
·
Look at the speaker
directly. Put aside distracting
thoughts. Don’t mentally prepare a rebuttal!
·
Avoid being distracted
by environmental factors.
·
“Listen” to the
speaker’s body language.
·
Refrain from side
conversations when listening in a group setting.
·
Show that you are
listening.
·
Use your own body
language and gestures to convey your attention.
·
Nod occasionally.
·
Smile and use other
facial expressions.
·
Note your posture and
make sure it is open and inviting.
·
Encourage the speaker
to continue with small verbal comments like yes, and uh huh.
·
Provide feedback.
·
Our personal filters,
assumptions, judgments, and beliefs can distort what we hear. As a listener,
your role is to understand what is being said. This may require you to reflect
what is being said and ask questions.
·
Reflect what has been
said by paraphrasing. “What I’m hearing is…” and “Sounds like you are saying…”
are great ways to reflect back.
·
Ask questions to
clarify certain points. “What do you mean when you say…” “Is this what you
mean?”
·
Summarize the
speaker’s comments periodically.
Defer
judgment.
·
Interrupting is a
waste of time. It frustrates the speaker and limits full understanding of the
message.
·
Allow the speaker to
finish.
·
Don’t interrupt with
counterarguments.
·
Respond Appropriately.
·
Active listening is a
model for respect and understanding. You are gaining information and
perspective. You add nothing by attacking the speaker or otherwise putting him
or her down.
·
Be candid, open, and
honest in your response.
·
Assert your opinions
respectfully.
·
Treat the other person
as he or she would want to be treated.
Key Points:
It takes a lot of concentration and determination to be an
active listener. Old habits are hard to break, and if our listening habits are
as bad as many people’s are, then there’s a lot of habit-breaking to do!
Be deliberate with your listening and remind yourself
constantly that your goal is to truly hear what the other person is saying. Set
aside all other thoughts and behaviors and concentrate on the message. Ask
question, reflect, and paraphrase to ensure you understand the message. If you
don’t, then you’ll find that what someone says to you and what you hear can be
amazingly different!
Active listening today has become a better communicator and
it improves our workplace productivity and relationships.
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