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Communication
Source : Slides are based on the teaching of Swami Vivekananda Youth Movement, Karnataka and wikibooks
Health Management-MPH 2011 Session
Sanjeev Kumar Singh
July 8th, 2011
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Presentation overview
Definition Elements
Process
Purpose and function Types
Barriers and breakdowns
Towards effective communication Communication models
Dos and Donts
Discussion
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CommunicationTheBRAHMSHTRA of Mangement
Father : I want you to marry a girl of my choiceSon : I will choose my own bride!
Father : But the girl is Bill Gates's daughter.
Son : Well, in that case...ok
Next - father approaches Bill Gates.
Father : I have a husband for your daughter.
Bill Gates : But my daughter is too young to marry !
Father : But this young man is a vice-president of the WorldBank.
Bill Gates : Ah, in that case...ok
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Finally father goes to see the president of the World Bank.
Father : I have a young man to be recommended as a vice-president.
President : But I already have more vice- presidents than Ineed!
Father : But this young man is Bill Gates's son-in-law.
President : Ah, in that case...ok
Thus,COMMUNICATION has power to maketheIMPOSSIBLE ,POSSIBLE !
Communication - Continued
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Definition
Communication is the exchange and flow of information
and ideas from one person to another; it involves a
sender transmitting an idea, information, or feeling to a
receiver.
Effective communication occurs only if the receiver
understands the exact information or idea that the
sender intended to transmit.
Source : U.S. Army. (October 1983). Military Leadership. FM 22-100. Washington, DC: U.S. Government Printing Office.
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Communication Unavoidable necessity from
birth to death. It is all about 6 Ws and 1 H.They are :
Who : The communicator
Whom : The receiverWhat : The message
Where : The appropriate place
When : The appropriate time
Why :To pass the information
How : Via any medium
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Ways of communication
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Communication elements
Communicator : Person who wants to pass his information
Source idea : Idea to communicate
Message : The information one wants to communicate
Encoding : How the message is transmitted
Channel : Medium of the communication
Receiver : Party receiving the communication
Decoding : How the message is understood by receiver
Feedback : This step conveys to the transmitter that themessage is understood by the receiver.
Source http://wiki.answers.com/Q/What_are_the_elements_of_communication (Accessed on Jul 7th, 2011)
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Communicators
Should be aware of all effective communicationelements
4 Ps Power, Pace, Pitch and Pause Mix up different feelings (Anger, humor, sadness,
thoughtfulness)
Learn to listen to the audience
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Messages
Scientifically correct
Short and simple
Positive Local language
Suit all levels of people or the community, hespeaking with
Make messages action oriented
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Medium
Carries the message from the communicator to theaudience
Has to play on emotions for maximum impact
Audio media Audio tape, recorders, PA system Print media Books, Booklets, Stickers, Banners, Charts,
Posters, pamphlets
Projected media Slides, OHP, Film
Modern media VCD, Video, Internet, TV
Folk media songs, street play; all other media have
emerged from folk media
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Receiver
Never underestimate the audience
Measure their level
Alter communication based on the situation Receiver has to be ready to decode the info
Remember understanding is in the mind of both thesender and receiver
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Feedback
Feedback essential to check the effectiveness ofcommunication
Feedback indicates whether individual or
organizational change has taken place as a result ofcommunication
Barriers like noise, inappropriate medium,assumptions, emotions, language differences, poorlistening skills, distractions, can effect encoding,transmission, decoding and understanding.
This can be confirmed by feedback
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Process
Encodes
[Sender]
Decodes[Receiver]
Barrier
Barrier
Medium/Channel
Feedback/Response
2. Message1. Source idea
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The purpose and function
The Management Process
Planning Organizing Staffing Leading Controlling
C o m m u n i c a t i o n
External environment
Patients, beneficiaries
SuppliersDonors
Governments
Community
Other stakeholders
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Hearing Vs Listening
Hearing Physical process, natural, passive
Listening Physical as well as mental
process, active, learned process, a skill
Listening is hard.
We must choose to participate in the process of listening.
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Types
Oral communication:It involves words through talking. It is spoken
communication.
Verbal communication
It includes rate, volume, pitch as well asarticulation and pronunciation. Verbal
communication also includes sign language and
written forms of communication.
Non verbal communicationIt includes those important but unspoken signals
that individuals exhibit, specifically :
carriage/posture, appearance, listening, eye
contact, hand gestures and facial expressions.
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Types-Continued
Downwards Communication :
Highly Directive, from senior to subordinates, toassign duties, give instructions, to inform to offerfeed back, approval to highlight problems etc.
Upwards Communications :
It is non directive in nature from down below, togive feedback, to inform about progress/problems,seeking approvals.
Lateral or Horizontal Communication :
Among colleagues, peers at same level forinformation level for information sharing forcoordination, to save time.
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Barriers and breakdowns
Lack of planning. Un-clarified assumptions Poorly expressed messages
Culturally inappropriate situations
Loss by transmission and poor retention
Poor listening and premature evaluation
Distrust, threat and fear
Insufficient period for adjustment to change Information overload
Other barriers selective perception, attitude,status and power
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Towardseffective communication
Planning should not be done in a vacuum, useparticipative planning
Consider needs of the receiver
Pay attention to the 4 ps Take proper feedback to ensure that the
communication culminates in understanding
Recognize the need for emotions incommunication
Learn to listen both as sender and as areceiver
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Shannon and Weaver model
An information source, which produces a message.
A transmitter, which encodes the message into signals
A channel, to which signals are adapted for transmission A receiver, which 'decodes' [reconstructs] the message from the
signal.
A destination, where the message arrives.
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S-M-C-R model
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Linear model
It is a one way model to communicate with others. It consists ofthe sender encoding a message and channeling it to the receiver
in the presence of noise.
Draw backs This model assumes that there is a clear cutbeginning and end of communication. It also displays no
feedback from the receiver.
Eg- A letter, email, text message
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Interactive model
It is two linear models stacked on top of each other. The senderchannels a message to the receiver and the receiver and vice
versa This model has added feedback, indicates that communication is
not a one way but a two way process
Draw backs there is feedback but it is not simultaneous
Eg: Instant messaging
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Transaction model
It assumes that people are connected through communication;they engage in transaction. It recognizes that each of us is a sender-
receiver and communication is fluid/simultaneous. It also contains ellipses that symbolize the communication
environment
Where the ellipses meet is the most effect communication area. Eg. : Talking/listening to friends.
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Communication DOs
Always think ahead about what you are going to say.
Use simple words and phrases.
Increase your knowledge on all subjects.
Speak clearly and audibly.
Check twice with the listener whether you have been understoodaccurately or not
In case of an interruption, always do a little recap of what has beenalready said.
Always pay undivided attention to the speaker while listening.
While listening, always make notes of important points.
Always ask for clarification if you have failed to
Repeat what the speaker has said to check whether you haveunderstood accurately.
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Communication Don'ts
Do not instantly react and mutter something in anger.
Do not use technical terms & terminologies
Do not speak too fast or too slow.
Do not speak in inaudible surroundings, as you wont beheard.
Do not assume that every body understands you.
While listening do not glance here and there Do not interrupt the speaker.
Do not jump to the conclusion that you have understoodevery thing.
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in the new global anddiverseworkplace
requiresexcellent communication skills!
Success for YOU
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Communication
Health Management, MPH 2011 Session
Sanjeev Kumar Singh, 6144
July 8th, 2011