CHAPTER 08

COMMUNICATION
The Idea Transplant
1. The Process
2. The Pitfalls
3. No Panaceas
4. Media to carry Messages
5. Philosophies of Communications
6. Transactional Analysis
7. the Ups and Downs of Communication
8. Communication Systems
9. The C’s of Communication
THE PROCESS

The person with the idea

 Decides to share. Next the
idea is encoded
 Into some form of written,
spoken or otherwise
communicable language
capable of being transmitted
By symbols, sounds or
expression to receiver
Ready to receive the
message which can be
affected by
environmental noises
and other distractions
2. The Pitfall

 Common pitfall for communicator is

assumption that because a message
was sent, a message must have been
received. The greatest enemy of
communication is the illusion of it.
 Every time you communicate
message, at least six different
messages can come to life;
 the message you intend to send
 the message you actually send
 the message the other person
receives
 the other person’s interpretation of
what was received
 the other person’s response
 the difference between the response
expected and the response received
3. NO PANACEAS

 It is well known that communication

is problem communication may be
effective, correct efficient or poor,
vague and incorrect. Thus poor
communication affects business
performance. For example, here is a
difference between right word and
almost the right word – this can
make a considerable difference.
 Of course each new method of
communication proclaims itself to be
the long awaited cure – all…………. The
Panacea for our all pitfalls and
misunderstanding.
Questions helpful in communication
process.
 What is idea?
 Who is the one to whom the idea is
directed?
 What channels will carry the message most
clearly to that person?
 What factors are to distort the message?
 How can I avoid those directions?
 How will I be able to feel if they have
received the correct idea?
4. MEDIA TO CARRY THE
MESSAGES

 Marshal Mchuhau’s statement that

“the medium is the message”.
 Human modes of processing
information of a communication
include many more than we usually
consider:
 Thinking: is most important process
but often is over looked within the
modes of communication – people
immediately identify the sending
modes.
 Action: like Umpire. Actions speak
louder than words.
 Observation: Freud suggested that
people all tend to practice selective
reception, seeing only those
incidents or parts of incidents that
they want to see.
 Speaking: the average rate of
speaking is 125 words to 200 per
minute. The objective should be
accomplished with fewer words;
Fewer words take less time and have
a less opportunity to confuse the
issue
 Listening: See Table 12.1 P-260.
 Writing: it is relatively small % out of
total communication, but is the most
important mode of communication.
 Reading
5. PHILOSOPHIES OF
COMMUNICATION
 Four Philosophies of
communication:
 The Developmental Communicator –
Two way communication is good for
developmental communicator.
 The Controlling Communication –
one way communication, no
alternative. They assume that their
ideas are best.
 The Relinquishing Communicator –
They make few contributions and
allow other to contribute
 The withdrawn communicator: is
interested in maintaining Status –
quo. The person believes that nothing
can be done to improve the situation.
 Style Approach
 Controlling I want to have the most influence. (me)

 Relinquishing I want to give you the influence. (you)

 Development I want to use my influence and yours to

solve a problem. (us)

 Withdrawn I want to stay uninvolved and neither

exert nor respond to influence
6. TRANSACTIONAL ANALYSIS (TA)

 Tom Harris has developed

transactional analysis in his book “I
am o.k. – You are o.k.”
 Transactional Analysis is a tool for
helping us to understand what
happens when any two persons
interact. According to this theory,
every one has three typical modes of
behavior:
 the parent ego state
 the adult ego state
 the child ego state
 The Child: feelings of frustration,
helplessness inadequacy exists in
childhood.
 Brain contains experience of job,
curiosity, imagination:
 Thus child is called “felt concept of
life”
 Carefree himself insecure but
other is ok.
ii. The Parent: Your parents your
mother, father and other big people
having experience of your early life.
iii. The Adult: is called ‘thought
concept of life” in this age you
suggest alternatives to a proposal
rather than reacting emotionally,
your adult has taken charge:
 The Three Faces of Me:
 I am not O.K. and you are O.K.
 I am O.K. and you are not O.K. (control
over others & dominate others)
 I am not O.K. you are not O.K.
 I am O.K. and you are O.K. (rational life
position – adult decision made by a self
actualization person).
7. THE UPS AND DOWN OF
COMMUNICATION
1. The chain of command is assumed.
2. A grievance procedure: to be heard
and problem is solved.
3. a complaint system (suggestion
Boxes / Question Boxes)
4. Counseling: to avoid costly cure
5. Questionnaires: about morale &
other topics and contribution in
future
6. The open door policy: always talked
but less applied
7. An exit interview
8. The grapevine: provides accurate
information and avoids irrelevant
things.
9. Labor representatives
10.An informer: has low respect but
may be necessary for co.
11.Special meetings: can be helpful for
betterment.
12.An Ombudsman
8. COMMUNICATION SYSTEM

1. Human System
2. Mechanical System
9. THE C’s OF
COMMUNICATION
 Murphy’s Law of management if any
thing can go wrong, (it will) is
applicable in communication process:
1. Clarity
2. Completeness
3. Conciseness
4. Concreteness – concrete facts
5. Correctness
6. Cohesiveness
7. consistency