Department of information studies public relations(infs 325) · DEPARTMENT OF INFORMATION STUDIES INFS 325 ... ADVANTAGES: ... paralanguage (vocal but non-linguistic cues),

DEPARTMENT OF INFORMATION STUDIES

INFS 325 - PUBLIC RELATIONS

LECTURER: DR. MUSAH ADAMS Tuesday, September 19, 2017 1

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COMMUNICATION

DEFINITIONS

It is a process of exchanging information, imparting ideas and

making one’s self understood by others. It also includes

understanding others in return.

It has also been defined “as the process by which a person,

group or organisation transmit some type of information to

another person, group or organisation”

Tuesday, September 19, 2017 2

DEFINTION CONT’D It is a meaningful interaction among people so that

thoughts are transferred from one person to

another in such a manner that the meaning and the

value of such thoughts is same in the minds of

both the sender of the communication as well as

the receiver of the communication


REASONS/GOALS OF COMMUNICATION

Informing/education

Persuading

Motivating

Building mutual understanding

Information dissemination Wednesday 9th Sept, 2015 4

REASONS/GOALS OF COMMUNICATION CONT’D


Expressing emotions/ideas

Building Relationships

Entertaining

Decision making

THEORIES OF COMMUNICATION

SPANS FROM TRADITIONAL TO CONTEMPORARY

Two-step flow theory

Concentric-circle theory(Pollster Elmo Roper)

The communication theory of the late Pat Jackson

emphasized “systematic investigation – setting clear

strategic goals and identifying key stakeholders.” This

encompass a five step process.


THEORIES OF COMMUNICATION CONT’D

1. Building awareness

2. Developing a latent readiness

3. Triggering the event

4. Intermediate behaviour

5. Behavioural change Tuesday, September 19, 2017 7

THE COMMUNICATION PROCESS MODEL

THE S-E-M-D-R process, that is, Source, Encoder, Message,

Decoder and Receiver which based on Shannon and

Weaver’s communication model.

In its simplest form, communication has four elements: a

source, a communication channel, a destination and a

message.


COMPONENTS IN THE COMMUNICATION PROCESS

Source

Encoder

Message

Decoder

Receiver

Feedback Tuesday, September 19, 2017 9

CATEGORIES OF COMMUNICATION

VERBAL COMMUNICATION

NON-VERBAL COMMUNICATION.


VERBAL COMMUNICATION CONT’D

TWO TYPES:

Oral Communication

Written Communication


VERBAL COMMUNICATION

Oral Communication refers the spoken words in the

communication process.

Can be face to face communication which is in the form of direct

talk and conversation between the speaker and the listener

when they are both physically present at the same place or

Telephone/intercom system conversation or on the voice chat

over the internet. Tuesday, September 19, 2017 12

ORAL COMMUNICATION CONT’D

ADVANTAGES:

Eliminates Ambiguity (Discussed and Clarified)

Rapid feedback

Conveys personal warmth and friendliness

Develops sense of belonging


ORAL COMMUNICATION CONT’D

DISADVANTAGES:

Language Barrier

When communication is too lengthy and distant

When information is statistical in nature


VERBAL COMMUNICATION CONT’D

Written Communication means putting the

message in writing and is generally in the form of

instructions, letters, memos, formal reports, information

about rules and regulations, policy manuals,

information bulletins and so on.


WRITTEN COMMUNICATION CONT’D

ADVANTAGES:

Addresses issues of evidence

When many persons must be contacted at the same time.

When transmitting lengthy statistical data.

When formal authority is to be exercised. Tuesday, September 19, 2017 16

WRITTEN COMMUNICATION CONT’D

DISAVANTAGES:

Very time consuming

No immediate feedback

No opportunity to clarify ambiguities

Confidential written material may leak out before time


NON – VERBAL COMMUNICATION

Has been defined as “… the exchange of messages

primarily through non-linguistic means, including kinesics

(body language), facial expressions and eye contact,

appearance, tactile, communication, space and territory,

environment, paralanguage (vocal but non-linguistic cues),

and the use of silence and time”


NON – VERBAL COMMUNICATION CONT’D

FUNCTIONS:

Manages our social and professional relationships

Helps present the self we want others to see

Conveys our mood/state of mind

Conveys interpersonal feelings

Supports our verbal message if we are speaking

Provides feedback, assurance etc. if we are listening



Basic types of non-verbal communication include;

Kinesics-Body motion such as facial expressions, gestures

etc

Physical Characteristics – Body shape, posture, height

weight, hair and so on

Polemics – position, orientation, space and physical contact

Paralanguage – voice quality, volume speech rate, choice of

words, manner of speaking etc.



Environment – Type of buildings where the office

is, room design, furniture, interior decorating.

Time – being late or early for appointments,

keeping others waiting and so on.

Dress – appropriate dress reflects the status

symbol. Personalities are generally

communicated through dresses.


Some nonverbal messages and their interpretations

Facial expressions

• Frown – displeasure

• Smile – friendliness

• Raised eyebrows – disbelief, amazement

• Biting lips – nervousness



Gestures

Pointing finger – authority, displeasure

Arms at side – open to suggestions, relaxed

Hands on hips – anger, defensiveness

Voice

Shaky – nervousness

Broken – unprepared

Strong/clear - confident

Body gestures

• Fidgeting – nervousness

• Shrugging shoulders – indifference

• Sitting on edge of chair – listening,

great interest

• Shifting while sitting – Nervousness

Eye Contact

• Sideways glance – suspicion

• Steady – Active listener

• No eye contact – disinterest, guilt


BARRIERS TO COMMUNICATION

Noise barriers

Redundancy

Poor timing

Inappropriate channel

Improper or inadequate information


BARRIERS TO COMMUNICATION CONT’D

Interpersonal barriers:

• Status

• Attitude

• Familial

• Emotions

• Values

Misunderstanding

people

Lack of integration


EFFECTIVE COMMUNICATION SKILLS: LISTENING

Effective listening can:

• Make the speaker feel heard and understood.

• Create an environment where everyone feels safe to

express ideas, opinions, and feelings, or plan and


EFFECTIVE COMMUNICATION SKILLS: LISTENING

solve problems in creative ways.

• Save time by helping clarify information, avoid conflicts

and misunderstandings.

• Relieve negative emotions. Tuesday, September 19, 2017 28

TIPS FOR EFFECTIVE LISTENING

Focus fully on the speaker.

Avoid interrupting or trying to redirect the conversation to

your concerns.

Avoid seeming judgmental.

Show your interest in what’s being said. Tuesday, September 19, 2017 29

Effective Communication Skills: Non-verbal Communication

Tips for improving how you read non-verbal

communication

Practice observing people.

Be aware of individual differences.

Look at nonverbal communication signals as a group. Tuesday, September 19, 2017 30

NON-VERBAL COMMUNICATION SKILLS CONT’D.

• Use nonverbal signals that match up with your words.

• Adjust your nonverbal signals according to the context.

• Use body language to convey positive feelings.


EFFECTIVE COMMUNICATION SKILLS: MANAGING STRESS

When stress becomes constant and overwhelming, it can hamper

effective communication by disrupting your capacity to think clearly

and creatively, and act appropriately.

When you are stressed, you are more likely to misread other people,

send confusing or off-putting nonverbal signals, and lapse into

unhealthy knee-jerk patterns of behaviour Tuesday, September 19, 2017 32

QUICK STRESS RELIEF FOR EFFECTIVE COMMUNICATION

To deal with stress during communication:

Recognize when you are becoming stressed.

Take a moment to calm down.

Bring your senses to the rescue and quickly manage stress by

taking few deep breaths, clenching and relaxing muscles, etc.

Look for humour in the situation.

Be willing to compromise.

Agree to disagree, if necessary, and take time away from the

situation so everyone can calm down. Tuesday, September 19, 2017 33

EFFECTIVE COMMUNICATION SKILLS: EMOTIONAL AWARENESS

Emotional awareness – the consciousness of your

moment-to-moment emotional experience – and the

ability to manage all of your feelings appropriately is

the basis for effective communication


HOW EMOTIONAL AWARENESS CAN IMPROVE EFFECTIVE COMMUNICATION.

Understand and empathize with what is really troubling other

people.

Understand yourself, including what’s really troubling you and

what you really want.

Communicate clearly and effectively, even when delivering

negative messages.


HOW EMOTIONAL AWARENESS CAN IMPROVE EFFECTIVE COMMUNICATION CONT’D


Build strong, trusting, and rewarding relationships, think

creatively, solve problems, and resolve conflicts.

Stay motivated to understand and empathize with the person

you’re interacting with, even if you don’t like them or their

message

END OF LECTURE

THANK YOU!!


Documents

Department of information studies public relations(infs 325) · DEPARTMENT OF INFORMATION STUDIES INFS 325 ... ADVANTAGES: ... paralanguage (vocal but non-linguistic cues),