Communication
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Table of contents
Introduction to Communication
At a higher level, social animal communication is vital to human survival as a species.
Good communication skills are a key component in leadership. Communication also involves
transmission and feedback. Communication occurs using verbal and non-verbal means.
What is Communication?
Communication is a key leadership skill. Communication is a two-way process of
disseminating vision, ideas, and instructions one way and feedback and evaluation the
other. Listening is an important communication skill. Leaders communicate both internally
within the organization and externally to the wider society. Spin has become very popular
in political circles, but may not fool the audience. Leaders can use the techniques of
story-writing and storytelling to improve their communication skills.
The Evolution of
Communication
Humans are social animals with similar physiology and basic behavior patterns to other
primates. To humans, as primates, communication skills are important for co-operation and
group bonding. Non-verbal communication is often more important than verbal communication.
It is harder to alter body language responses than verbal responses. The evolution of
communication has been in the areas of speed, distance, and accessibility.
The E-Dimension of
Communication
The Internet allows for real‐time conversations irrespective of distance.
Face-to-face meetings may still be important, especially until people get to know each
other. Even with videoconferencing, body language clues may be indistinct. Protocols are
needed to avoid curtness. Do not use the Internet if the person is near to you.
The Global Dimension of
Communication
Global communication is technically much easier than in previous times, but cultural
sensitivity needs to be observed. The global leader needs to ensure that they are aware of
how things are done in other places and of what will, and will not, cause misunderstanding
and embarrassment. Knowledge of the language and stories of an area and culture will
greatly aid understanding and provide a reference point for both parties. Global
communication requires a blend of technical, linguistic, and cultural skills.
The State of the Art in
Communication
Communication is the passing on of information, ideas, feelings, etc. to another party. It
may be in the form of words, pictures, music, or gestures. Coding and decoding convert
thoughts into a "language" that can be transmitted. Noise can affect the
coding/decoding and the transmission processes. Good introductions and summaries can help
minimize the effects of noise. Feedback should always be sought and ample opportunities
for clarification be provided to ensure the effectiveness of communication. Language
registers are something we all have a number of and the proper register should be used for
the occasion. Language differences and jargon can impede communication and may serve to
alienate recipients. Body language provides the most instinctive communication and tends
to show true feelings. Those who are in the acting profession have learnt to disguise
their own and act out a character's body language ? something leaders have to do too. Body
language can be both intrinsic and extrinsic, the latter being more easy to control than
the former. Organizations also send out covert communication messages through their
organizational body language. Surprises to one's subordinates are best avoided when
communicating keep them briefed. Audiences differ and so require different means of
communication. Records of communications should always be kept. It is the message that is
important, not the technology used to get it across. Leaders value the role that
networking plays in communication.
In Practice: Communication
Success Stories
American Express/Ken Chenault. The Body Shop/Anita Roddick. The Housing Development
Finance Corporation (India).
Key Communication Concepts
and Thinkers
Glossary and key concepts in communication. Key thinkers on business communication.
Communication Resources
General books book about communication. Subject-specific books. Magazines and journals
useful when considering communication. Useful Websites.
Ten Steps to Making
Communication Work
The ten steps for effective communications are as follows. Know the audience. Choose the
right code. Eliminate or make allowance for noise. Tell a story. Don't let technology
obscure the message. Keep records. Don't surprise people if you don't have to. Remember
the body language. Learn to act. Seek feedback. And finally: build up a network of
contacts.
114 pages
