1MANAGEMENT (10)MANAGEMENT (10)Communication and Communication and

InformationInformation

CCtlinatlina RADU, MBA, PhD.RADU, MBA, PhD.BucharestBucharest UniversityUniversity of of EconomicEconomic StudiesStudies

Communication and Information Communication and Information Proposed Proposed Quotes (1)Quotes (1)

GROUP 917:GROUP 917: We cannot decide on a single quote it wasWe cannot decide on a single quote it was GROUP 917: GROUP 917: We cannot decide on a single quote, it was We cannot decide on a single quote, it was a tie in the voting process :a tie in the voting process :--) ) Constantly talking Constantly talking isn't necessarily communicating" isn't necessarily communicating" -- Charlie KaufmanCharlie Kaufman

"The single biggest problem in communication is the "The single biggest problem in communication is the illusion that it has taken place"illusion that it has taken place"-- George Bernard ShawGeorge Bernard Shaw

GROUP GROUP 918: 918: "The most important thing in "The most important thing in i ti i h i h t i 't id "i ti i h i h t i 't id " P tP tcommunication is hearing what isn't said." communication is hearing what isn't said." -- Peter Peter

DruckerDrucker (sent two weeks ago, before discussing about (sent two weeks ago, before discussing about leadership; it was just a luck I remembered their mistake leadership; it was just a luck I remembered their mistake at that course)at that course)

GROUPS 919 & 921: GROUPS 919 & 921: --

2Communication and Information Communication and Information Proposed Proposed Quotes (2)Quotes (2)

GROUP 920: GROUP 920: "The most important thing in "The most important thing in communication is hearing what isn't said." communication is hearing what isn't said." -- Peter Peter DruckerDrucker

GROUP 922: "The two words and are often used interchangeably, but they signify quite different things. Information is giving out; communication is getting through." - Sydney Harris

What is CommunicationWhat is Communication??

CommunicationCommunication = A process of sending and= A process of sending and CommunicationCommunication = A process of sending and = A process of sending and receiving messages with attached meaning.receiving messages with attached meaning.

Effective communicationEffective communication --> the accuracy of > the accuracy of communicationcommunicationEfficient comm nicationEfficient comm nication > the cost of> the cost of Efficient communicationEfficient communication --> the cost of > the cost of communicationcommunication

Effectiveness does not guarantee efficiency Effectiveness does not guarantee efficiency or viceor vice--versa.versa.

3The Communication Process The Communication Process (1)(1)

The Communication Process The Communication Process ((22))

SenderSender:: an individual, a group or a an individual, a group or a company/company/organizaorganizationtion interesinterested in ted in communicating something to the other partcommunicating something to the other part;;

EncodingEncoding:: the process of transforming the the process of transforming the message from an idea into a symbol that message from an idea into a symbol that can be transmitted;can be transmitted;ca be t a s tted;ca be t a s tted;

Message:Message: the actual product from the the actual product from the source that conveys some purpose;source that conveys some purpose;

ChannelChannel:: the medium through which the the medium through which the message travels message travels ((i.e.i.e.: : soundssounds););

4The Communication Process The Communication Process ((33))

DecodiDecodingng:: the process through which thethe process through which the DecodiDecodingng:: the process through which the the process through which the receiver interprets the symbolsreceiver interprets the symbols;;

ReceReceiveriver:: an individual, a group or a an individual, a group or a company/company/organizaorganizationtion that decodes the that decodes the messagemessage, , makes some effort for makes some effort for understanding and respondingunderstanding and responding;;g p gg p g;;

Feedback:Feedback: the receivers response to the the receivers response to the messagemessage;;

NoiseNoise: : any interference with the any interference with the transmission of the message.transmission of the message.

The MessageThe Message

KISS (Keep It Short and Simple)KISS (Keep It Short and Simple)

ExExampleample PhPhilip II ilip II ofof MacedonMacedon andand SpartaSparta

5Types of Communication (1)Types of Communication (1)

NetworkNetwork::-- formal communicationformal communication;;-- informal communicationinformal communication: : faster, but the faster, but the information may be distortedinformation may be distorted and filtering may and filtering may appearappear..

DirectionDirection:: DirectionDirection::-- downward communication downward communication ((i.e.i.e.: : directionsdirections););-- upward communication upward communication ((i.e.i.e.: r: reportseports););-- horizontal or lateral communicationhorizontal or lateral communication;;-- crosswise communicationcrosswise communication..

Types of Communication (2)Types of Communication (2)

OneOne way versus Twoway versus Two wayway OneOne--way versus Twoway versus Two--wayway-- one way communicationone way communication ((only from the only from the sender to the receiver; absence of feedbacksender to the receiver; absence of feedback));;-- two way communication two way communication ((feedback feedback included).included).

TwoTwo--way communication isway communication is:: (1) more (1) more accurate; (2) more effective; (3) more costly; accurate; (2) more effective; (3) more costly; (4) more time(4) more time--consuming.consuming.

6Nonverbal CommunicationNonverbal Communication

Nonverbal Communication = all elements ofNonverbal Communication = all elements of Nonverbal Communication = all elements of Nonverbal Communication = all elements of communication that do not involve wordscommunication that do not involve words

Four basic types:Four basic types: Proxemics Proxemics -- an individuals perception and use of an individuals perception and use of

spacespace KinesicsKinesics -- study of body movements, includingstudy of body movements, includingKinesics Kinesics study of body movements, including study of body movements, including

postureposture Facial and eye behavior Facial and eye behavior -- movements that add movements that add

cues to the receivercues to the receiver Paralanguage Paralanguage -- variations in speech, such as variations in speech, such as

loudness, tempo, tone, duration, laughing, cryingloudness, tempo, tone, duration, laughing, crying

Barriers to Effective Barriers to Effective Communication (1)Communication (1)

Physical distractions (most wellPhysical distractions (most well--known type known type of noise)of noise)

Filtering = the deliberate manipulation of Filtering = the deliberate manipulation of information aimed at affecting the message information aimed at affecting the message sent to the receiver (generally in order to sent to the receiver (generally in order to

k i f bl h i )k i f bl h i )make it more favorable to the receiver)make it more favorable to the receiver);; Selective perceptionSelective perception;; Information overloadInformation overload;;

7Barriers to Effective Barriers to Effective Communication (2)Communication (2)

EmotionsEmotions;; Language Language semantic problems;semantic problems; National culture;National culture; Absence of feedback;Absence of feedback; Status effects;Status effects; Status effects;Status effects; Mixed messages (words versus body Mixed messages (words versus body

language)language)

Key Communication SkillsKey Communication Skills

Listening skills;Listening skills; Feedback skills;Feedback skills;

Presentation skillsPresentation skills Presentation skills.Presentation skills.

8Basic Communication Skills Basic Communication Skills ProfileProfile

Active ListeningActive Listening

A ti li t i i ti t h iA ti li t i i ti t h i Active listening = communication technique Active listening = communication technique that requires the listener that requires the listener to feedback to feedback what what they hear to the speaker, by way they hear to the speaker, by way of restating of restating or paraphrasing what they have heard in their or paraphrasing what they have heard in their own words, to confirm what they have heard own words, to confirm what they have heard and moreover to confirm the understandingand moreover to confirm the understandingand moreover, to confirm the understanding and moreover, to confirm the understanding of both parties.of both parties.

HEARING < LISTENING < ACTIVE LISTENINGHEARING < LISTENING < ACTIVE LISTENING

9Listening Skills Listening Skills Fallacies Fallacies about Listeningabout Listening

Listening and hearing are the sameListening and hearing are the same Good readers are good listenersGood readers are good listeners Smarter people are better listenersSmarter people are better listeners Listening improves with ageListening improves with age Learning not to listenLearning not to listen Thinking about what we are going to say rather Thinking about what we are going to say rather

h l kh l kthan listening to a speakerthan listening to a speaker Talking when we should be listening Talking when we should be listening Hearing what we expect to hear rather than what Hearing what we expect to hear rather than what

is actually saidis actually said Not paying attention (preoccupation, prejudice, Not paying attention (preoccupation, prejudice,

selfself--centeredness, stereocenteredness, stereo--type)type)

Feedback SkillsFeedback Skills

Positive feedbackPositive feedback is more readily andis more readily and Positive feedback Positive feedback is more readily and is more readily and accurately perceived than negative feedbackaccurately perceived than negative feedback

Positive feedback fits what most people Positive feedback fits what most people wish to hear and already believe about wish to hear and already believe about themselvesthemselves

Negative feedbackNegative feedback is most likely to beis most likely to be Negative feedback Negative feedback is most likely to be is most likely to be accepted when it comes from a credible accepted when it comes from a credible source if it is objective in formsource if it is objective in form

Subjective impressions carry weight only Subjective impressions carry weight only when they come from a person with high when they come from a person with high status and credibilitystatus and credibility

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Presentation SkillsPresentation Skills

Preparation / planning is the first step and itPreparation / planning is the first step and it Preparation / planning is the first step and it Preparation / planning is the first step and it is very important. is very important.

Aspects in the development of a good Aspects in the development of a good presentation:presentation: Self Centered (Self)Self Centered (Self) Audience Centered (Audience)Audience Centered (Audience) Subject Centered (Material)Subject Centered (Material)

I want (who) to (what) (where, when and I want (who) to (what) (where, when and how) because (why)how) because (why)

*** QUOTES ABOUT OUR COURSE ****** QUOTES ABOUT OUR COURSE ***Lets look again!Lets look again!

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Communication and Information Communication and Information -- Comment on MistakesComment on Mistakes

GROUP 917:GROUP 917: We cannot decide on a single quote it wasWe cannot decide on a single quote it was GROUP 917: GROUP 917: We cannot decide on a single quote, it was We cannot decide on a single quote, it was a tie in the voting process :a tie in the voting process :--) ) Constantly talking Constantly talking isn't necessarily communicating" isn't necessarily communicating" -- Charlie KaufmanCharlie Kaufman

"The single biggest problem in communication is the "The single biggest problem in communication is the illusion that it has taken place"illusion that it has taken place"-- George Bernard ShawGeorge Bernard Shaw

GROUP GROUP 918: 918: "The most important thing in "The most important thing in i ti i h i h t i 't id "i ti i h i h t i 't id " P tP tcommunication is hearing what isn't said." communication is hearing what isn't said." -- Peter Peter

DruckerDrucker (sent two weeks ago, before discussing about (sent two weeks ago, before discussing about leadership; it was just a luck I remembered their mistake leadership; it was just a luck I remembered their mistake at that course)at that course)

GROUPS 919 & 921: GROUPS 919 & 921: --

THANK YOU.THANK YOU.andandandand

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