1. CYPRUS UNIVERSITY OF TECHNOLOGY Communication & Miscommunication

2. THE IMPORTANCE OF COMMUNICATION The ability to communicate is the primary factor that distinguishes human beings from animals. And it is the ability to communicate well that distinguishes one individual from another. Source: http://www.communicationskills.co.in/

3. THE COMMUNICATION PROCESS (1) Each part in the communication process plays a vital role Encoding Decoding Sender/Encoder Receiver/Decoder Feedback Step 1: Encoding of the message Step 2: Transmission of the message through Communication Media/ Channels Step 3: Decoding of the message Step 4: Feedback WHEN THE RECEIVER RESPONDS TO THE SENDER, THE COMMUNICATION PROCESS STARTS OVER(!) Communication Media / Channels Environment

4. THE COMMUNICATION PROCESS (2) SENDER/ ENCODER RECEIVER/ DECODER MESSAGE CHANNEL OR MEDIUM (e.g. face-to-face meetings, videoconferencing, telephone calls, voice mail, e-mail) {choice of the best medium ensures effective communication} FEEDBACK ENVIRONMENT

5. THE COMMUNICATION PROCESS (3) CHOOSING THE BEST MEDIUM: What is my objective? Face-to-face communication [words, voice, body language, spontaneous exchange and clarification] Videoconferencing [simulates live face-to-face interaction… see previous point] Live Telephone Conversation [words, voice, exchange and clarification] Voice Mail [words, voice] e-mail [words, can transfer detailed information]

6. FOOD FOR THOUGHT… Think of the benefits and downsides of the following medium options/ channels: - face-to-face meeting - videoconferencing - telephone calls - voice mail - email

7. CAUSES OF MISCOMMUNICATION (Intro) Inferences Word-Meaning Confusion Differing Perceptions Nonverbal Messages Noise Listening Gender Differences Intercultural Differences

8. CHECK THIS OUT FIRST: A man and his son are driving in a car. The car crashes into a tree, killing the father and seriously injuring his son. At the hospital, the boy needs to have surgery. Upon looking at the boy, the doctor says (telling the truth), "I cannot operate on him. He is my son.“ ~ How can this be?

9. CAUSES OF MISCOMMUNICATION (1) Inferences to make an inference = to draw a conclusion based on facts ------------------------------------------------------------------------------------ observe something  … gain information  … analyse the information  … draw a conclusion ( Correct or Incorrect) ------------------------------------------------------------------------------------ Example: - The meeting participants were smiling. - The meeting participants were smiling; therefore, every participant was satisfied with the outcome.

10. CAUSES OF MISCOMMUNICATION (2) Word-Meaning Confusion occurs when a sender and a receiver give the same word different meanings or different words the same meaning ------------------------------------------------------------------------------------ Denotative Vs Connotative D meanings are found in the dictionary C meanings come from meanings people add to words ------------------------------------------------------------------------------------ Examples: cube, ill, hot - The 500 most commonly used words in the EL have 14,070 dictionary meanings! - To avoid miscommunication among D and C meanings, paraphrase important statements

11. CAUSES OF MISCOMMUNICATION (3a) Differing Perceptions Perceptions are influenced by a variety of factors, i.e. personal background, education, age, and experiences ------------------------------------------------------------------------------------ Sensory Perception Vs Normative Perception  physical reality your interpretation of reality ------------------------------------------------------------------------------------ We all see the world differently, so to avoid miscommunication based on differing perceptions, make your message specific, clarify important points, and seek feedback. Do you understand? What do you understand?

12. CAUSES OF MISCOMMUNICATION (3b) People perceive things differently, don’t they?

13. CAUSES OF MISCOMMUNICATION (4) Nonverbal Messages = Communication WITHOUT words 93% of the total impact of any given message occurs from non-verbal factors - - Listen to the message “between the lines” Verbal Vs Nonverbal [which one to believe?] - - Assessment of NV behaviour - -Non-Verbal communication can be divided into categories, such as environment, body placement, posture, hand and body gestures, facial expressions and movement, voice quality, clothing, dress, appearance, etc.

14. CAUSES OF MISCOMMUNICATION (5) Noise Can interfere with every aspect of the communication process ------------------------------------------------------------------------------------ External Vs Internal  comes from your surroundings comes from within ------------------------------------------------------------------------------------

15. CAUSES OF MISCOMMUNICATION (6) Listening - - Most people use only about 25-30% of their listening potential - - Rates of speaking: 125 wpm / Rates of Listening 400-500 wpm ---------------------------------------------------------------------------------------- Listening Vs Hearing  mental process physical process ---------------------------------------------------------------------------------------- Have you got good listening skills? 6 guidelines to improve your listening skills

16. CAUSES OF MISCOMMUNICATION (7) Gender Differences - - Women and men see the world differently… they grow up in different words, they have different habitual ways of saying what they mean. WOMEN in general: tend to ask more Qs, attach tag Qs at the end of statements, emphasize feelings and emotions rather than tasks, are better at decoding NV cues, are seen as more supportive of others, work harder to maintain discussions, tend to be indirect with their speech patterns, are touched more, receive less praise and attention. MEN in general: talk more often and longer, answer more Qs, interrupt more often, stop conversations by responding with ‘um’ or ‘uh-huh’, talk primarily about task-related topics, speak directly, use sports and military language and expect others to use this language, focus on goals, plans or accomplishments, are considered by others to be more credible and authoritative, are more likely to be offered interviews based on their CV

17. CAUSES OF MISCOMMUNICATION (8) Intercultural Differences - Individuals from different cultures bring different perceptions, value systems, and languages to the workplace. -> CP becomes even harder! - To be successful in business dealings, you must: - be aware and sensitive - use appropriate language - interpret nonverbal communication - value differences (see BOX1.3, p.24 International Communication Tips)

18. CONCLUSION Overall: - Communication is a PROCESS, not an EVENT - As a sender – you must strive to transmit messages your receiver can correctly understand - As a receiver, you must realise the importance of listening - Face-to-face communication is the primary vehicle - Although technology continues to change, PEOPLE will determine the future… The written word, judgment, and common sense will never be replaced by hardware!