COMMUNICATION

Dr. Smita Gupta,

Sr. Lecturer,
GIBS, IP University
 Overview

• Communication

• Listening Skills
The Communication Process

Encoding Channel Decoding

Message Message

Source Receiver

Feedback
 Communication
Networks
Formal Informal

 Vertical  Multidirectional

 Follows authority  Skips authority

 Task-related  Social-related
The Grapevine

Self- Reliability
Interests
 Direction of
Communication

Upward Downward Lateral

What are the most common ways
we communicate?

ma ges
is ual I
Wo rd V
en
Spok

Written Word
 Nonverbal Communication

Body Motions
Body Language
Facial Expressions

Tone of Voice
Para Linguistics
Pacing and Pitch
 Physical Status

Barriers to
Personal Effective Organizational
Communication

Semantic or
inattention
language
 Overcoming barriers to
communication
• Clarity
• Completeness
• Proper language
• Two-way communication
• Sound organization structure
• Consistency
• Empathetic listening
• Motivation
• Gestures and tone
• Feedback
• Grapevine
 Listening…the other side of
communication
Too many people see communication as merely speaking.

Are you really listening or simply waiting for your

turn to talk?
If you are thinking about your reply before the other
person has finished, then you are not listening!
All messages do not reach the
receiver due to “distortion”

Feedback

Sender Receiver

Distortion
Other helpful techniques to foster
communication (both verbal and
non-verbal)…

Nod Your Head

Keep an open
body position

Maintain eye
contact

Make encouraging
statements
• THANKYOU
 Transactional Analysis
• A model for explaining why and how:
– People think like they do
– People act like they do
– People interact/communicate with others
• Based on published ‘psychological’ work such as:
– Games People Play (Dr. Eric Berne)
– I’m OK - - You’re OK (Dr. Tom Harris)
– Born to Win (Dr. Dorothy Jongeward)
 TRANSACTIONAL
ANALYSIS

• Provides a technology for personal growth

and organisational development.
• Helps us understand and solve inter-
personal problems.
• Supports clear thinking and inner
freedom.
• Shows us how to change from depression
to joy.
 Our Brain (according to Berne)
• Determines what we think and how we act
• Acts like a tape recorder while recording
1) Events
2) Associated feelings
• Has 3 distinct parts or ego states
1) Parent
2) Adult
3) Child
 PARENT EGO STATE

• The parent is made up of behavior copied from

parents. The P records all these data as if they
were the truth. The record is permanent.
• Nurturing Parent : Caring Person.
• Critical Parent : Angry Person.
• Parent Actions : Asks children to take more food.
Scolds Children.
• Parent Tapes : Do not be afraid to try. You can’t
do anything.
 THE CHILD EGO STATE

• Everyman has a little boy inside him and every

women a little girl. This is the child part, the
child he or she was.
• The Natural Child – Young, impulsive,
untrained, pleasure loving, angry, frustrated,
self-centered. Adds charm to personality.
• The Little Professor – Intuitive, Creative,
Catches non-verbal message. Not well informed.
• The Adapted Child – Later on compliance of
social behavior.
 THE ADULT

• Adult data gathers when he develops

a thought concept.
• Adult is like a computer. It is logical.
Interested in problem solving. No
feelings.
 RECOGNITION OF EGO STATES

Divisions Nurturing Critical Adult Natural Adaptive Child

Parents Parents Child
Voice Comforting Criticisin Matter-of- High- Whining,
Tones , Caring, g, Putting fact Even pitched, Supplicating
Smoothing down or Calm Usually
Accusing, noisy
Insistent
Vocabular What’s Shocking, How? What? I’m mad at It always
y Clues wrong? Nonsense When? you, Hey, happens to
Are you , Lazy, Where? Great, I me, I guess I’m
ok? Can I Everyone Why? Who? wish-Crazy- just unlucky,
help? Don’t knows Is it Wow That’s not fair,
worry that you possible? I never seem
Everything should What is the to win
will be ok never do probability? anything. I
it. In what way? won’t,
Everybody
else does.
 RECOGNITION OF EGO STATES
(Contd.)
Divisions Nurturing Critical Adult Natural Child Adaptive
Parents Parents Child

Physical Open Superior Relaxed, Playful, Withdrawn

Postures Arms, Pat Attitude, Attentive, Excited, and
on back, Throwing Eye Contact, Running, retreating.
Arm hands in Listening Dancing, Teasing,
Around air. with Jumping up agitated,
Shoulder openness. and down Tantrum
Behavior
Facial Concerned, Frown, Alert-eyes, Excitement, Down cast
Expressio Supportive, Worried Paying close Surprise, eyes eyes,
ns Encouragin or Dis- attention shining, Mouth pouting,
g Warm, approvin Open whining,
Happy g looks, Red face,
stern Moist eyes.
gaze
 RECOGNITION OF EGO STATES
(Contd.)

Nurturing Critical Adult Natural Adaptive

Divisions Parents Parents Child Child

Gestures Reaching Pointing Leaning Laughter, Whining,

for hugging, finger, forward in Limbs Withdrawin
Holding, shaking fist, chair, Eye- moving g into
Protecting Tapping to eye freely, corner,
and foot, contact, Playful raising
shielding Striking Listening hand for
from Harm table with with permission,
fist openness. Hung Head
 Complementary ‘Transactions’
• Interactions, responses, actions regarded as appropriate
and expected from another person.
• Parallel communication arrows, communication
continues.
Example 1: #1 What time do you have?
P P #2 I’ve got 11:15.

A A

C C
 Crossed ‘Transactions’
• Interactions, responses, actions NOT regarded as appropriate or
expected from another person.
• Crossed communication arrows, communication breakdown.

Example 1 #1 What time do you have?

#2 There’s a clock on the wall, why don’t you
figure it out yourself?

P P

A A

C C
 Ulterior ‘Transactions’
• Interactions, responses, actions which are
different from those explicitly stated
Example #1 How about coming up to my room and
listening to some music?

P P

A A

C C
 ULTERIOR TRANSACTION

• involves more than two ego states.

• Ulterior message is disguised under socially
accepted transactions.
• can be angular or duplex.
• An angular transaction involves three ego
states.
 ULTERIOR TRANSACTION

1. Salesperson (S Social)
P P – The sale ends today.
(S psychological) –
Better Hurry

A 2. Customer – I will buy.

A

C C

Fig - 1
 DUPLEX TRANSACTION

Involves 4 ego states.

P P 1)Mother (S Social) – Go
to bed.
(S psychological) –
A Want to be alone.
A
2) Daughter (R Social) –
Why?
C C
(R Psychological) –
Want attention.
 Analysis of Interpersonal Conflict
(Johari-window, by Joseph & Harry)

Others know him Others do not know

him.

Open Self Hidden Self

Person
(fears about other’s
knows
about reactions, so does
himself not open up to
others)

Blind Self Undiscovered

Person
doesn’t Self
knows
about
himself
 STROKES

• Any act implying other’s presence

• Positive strokes – Compliments,

Listening.
• Negative Strokes
• The problem is not taken seriously.
• Significance of the problem is denied.
• The solution is denied (nothing can be
done)
• Denies his own capacity (What can I
do?)
• Positive Conditional : I like you for
your hard work.
• Positive Unconditional : I like you.
• Negative Conditional : I do not like
you for your laziness.
• Negative Unconditional : I hate you.
 LIFE POSITIONS

• Life positions arise from two view

points
- How does the individual view
himself ?
- How does he view other people in
general ?
 LIFE POSITIONS

1) I am OK, you are OK.

- Healthy position.
- Adult-Adult transactions.
1) I am OK, you are not OK.
- Not treated well earlier.
- Have strong critical parent.
 LIFE POSITIONS
3) I am not OK, you are OK.
- People consider themselves inferior.
- They undervalue their skills.
- They may not succeed in life.
4) I am not OK, you are not OK.
- Feeling of confusion or aimlessness.
- Develops due to serious neglect during childhood.
 AWARENESS
• Think of one thing you now do which you copied
from your parent and you repeat to friends and co-
workers.
• Think of one parental message you still hear in
your head and obey, fight against or feel confused.
• Think of a recent situation in which you felt hostile
and depressed, yet were able to act reasonably and
appropriately in spite or your feelings.
 AWARENESS (Contd.)

• Think of a recent situation in which you

believe you gathered facts and on the basis of
these facts made a reasonable decision.

• Think of one form of manipulation you used

successfully as a child that you still use.

• Think of one thing you did for fun as a child

that you still do.
 C’s FOR EFFECTIVE
COMMUNICATION

• CLEAR
• CORRECT
• CANDID
• COMPLETE
• CONCISE
• CONSISTENT
• COHERENT
• COURTEOUS
• CREDIBLE
• CHRONOLOGICAL
Thank You