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Lecture 2 3

The document discusses communication media and effective communication. It explains that information richness refers to how well a communication medium enables understanding between parties. Face-to-face communication has the highest richness while written media have less. It also outlines barriers to communication and provides tips for selecting an appropriate medium, listening skills, etiquette and overcoming barriers.

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Estfnous Melad
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14 views

Lecture 2 3

The document discusses communication media and effective communication. It explains that information richness refers to how well a communication medium enables understanding between parties. Face-to-face communication has the highest richness while written media have less. It also outlines barriers to communication and provides tips for selecting an appropriate medium, listening skills, etiquette and overcoming barriers.

Uploaded by

Estfnous Melad
Copyright
© © All Rights Reserved
We take content rights seriously. If you suspect this is your content, claim it here.
Available Formats
Download as PPTX, PDF, TXT or read online on Scribd
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Speech and Communication

Lecture 2 & 3
Information Richness and Communication
Media
• To become effective communicator, you have to:

• Select an appropriate medium for each message—there is no one


“best” medium.

• Consider information richness


• A medium with high richness can carry much more information to aid
understanding.

16-2
Question?
What is the amount of information that a communication medium can
carry?
A. Channel capacity
B. Information richness
C. Bandwidth
D. Message capacity

16-3
Information Richness
• The amount of information that a communication medium can carry
• The extent to which the medium enables the sender and receiver to
reach a common understanding
Information Richness of Communication Media
Communication Media
• Face-to-Face
• Has highest information
richness.
• Can take advantage of verbal
and nonverbal signals.
• Provides for instant
feedback.
• Can wander around takes
advantage of this
Communication Media
• Spoken Communication Electronically Transmitted
• Has the second highest information richness.
• Telephone conversations are information rich with tone of voice,
sender’s emphasis, and quick feedback, but provide no visual
nonverbal cues.
Communication Media
• Personally Addressed Written Communication
• Has a lower richness than the verbal forms of communication, but
still is directed at a given person.
• Personal addressing helps ensure receiver actually reads the
message—personal letters and e-mail are common forms.
Communication Media
• Personally Addressed Written Communication
• Does not provide instant feedback to the sender although sender
may get feedback later.
• Excellent media for complex messages requesting follow-up
actions by receiver.
E-Mail Dos and Don’ts
• The use of e-mail is growing rapidly and e-mail etiquette is expected:
• Typing messages in all CAPITALS is seen as “screaming” at the
receiver.
• Punctuate your messages for easy reading and don’t ramble on.
• Pay attention to spelling and treat the message like a written letter.
Barriers To Communication
• Premature evaluation
• Inattention
• Stereotyping
• Assumption
• Generalizing
• Poor listening skills
• Selective listening
• Fixed ideas
• Ignoring information contrary to our belief
• Noise
• Emotions
• Poor listening skills
7c’s Of Communication

CONSIDERATE

CONCRETE

CONCISE COURTEOUS

CLEAR COMPLETE CORRECT


Essentials Of Communication
Do’s
• Use precise, memorable and powerful words
• Support your words with visual aids
• Give examples
• Eye contact
• Active listening
• Paraphrase
• Keep it short and simple – (KISS)
• Avoid interrupting
• Appropriate facial expressions
• Exhibit affirmative head nods
Essentials Of Communication
Don'ts
• Do not use technical terms and terminologies not understood by
majority of people
• Do not speak too fast or too slow
• Do not speak in inaudible (cannot be heard) surroundings as you wont
be heard
• Do not assume that everybody understands you
• Do not interrupt the speaker.
Before communicating
Ask yourself…
• What is the main purpose/aim?
• Who will receive it?
• What is the likely attitude of the listener?
• How much does he need to know?
• Is my timing right?
• What is the main subject?
• Are the major points clear?
• Is there any ambiguity?
During the conversation…

• Enunciate / pronounce clearly


• Use simple English
• Avoid slang – uh, hmm, yeah, dude
• Always speak calmly and choose your words carefully
• Use all your listening skills
• Focus all your attention on the speaker and the conversation
• Clarify and check for understanding
• Use basic phrases of courtesy E.g. “May I help you?” “Please”, “Thank
You”, “You are welcome”.
• Do not chew gum or eat during a conversation
During the conversation…

• If there is a problem, project a tone that is concerned, empathetic and apologetic.

• Avoid the five forbidden phrases:


 “No” - Instead find a way to state the situation positively
 “I don’t know” - instead say “that is a good question let me find out for
you”
 “I/we can’t do that” - instead say “this is what I can do”
 “You will have to” - instead say “here is how I can help you”
 “Just a second” - instead give a more honest estimate of how long it will
take you.
How to improve your listening skills?
• Maintain eye contact with the others
• Focus on content than on the way that it is being said.
• Avoid selective listening
• Avoid distractions
• Ask questions to stay active and interested.
• Face the speaker
• Maintain eye contact
• Respond appropriately – say yes, nod, etc.
• Do not be preoccupied with your own thoughts.

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