1. Communication
“ The exchange of information, facts, ideas and meanings”
Quinn et al. (2003, p38)
Transferring information to bring about change
“ The process by which two or more parties exchange information and share meanings ”

2. Communication Process
Sender
Message
Receiver
Feedback
Sender
Feedback
Message
Receiver

3. Internet Leaflets Memos Presentations Interviews Meetings
Body Language
Communication
Reports
Telephone
Conversation
Tone
Gossip
Posters
Letters
Expression
Glance

4. Getting Information Contribution of Five Senses
See 75%
Hear 13%
Touch 6%
Smell 3%
Taste 3%

5. Understanding Information
93% of understanding comes from
body language and expression
Albert Mehrabian

6. Pweor of the Hmuan Mnid
Cdnuolt blveiee taht I cluod aulaclty uesdnatnrd waht I was rdanieg. It’s aobut the phaonmneal pweor of the hmuan mnid.
Aoccdrnig to a rscheearch at Cmabrigde Uinervtisy it deosn't mttaer in waht oredr the ltteers in a wrod are, the olny iprmoatnt tihng is taht the frist and lsat ltteer be in the rghit pclae.
The rset can be a taotl mses and you can sitll raed it wouthit a porbelm. Tihs is bcuseae the huamn mnid deos not raed ervey lteter by istlef, but the wrod as a wlohe.
Amzanig. And I awlyas tghuhot slpeling was ipmorantt!

7. Information Retention
Read %
Heard %
Seen %
Heard and Seen %
Said and Seen 70%
Read, Heard, Said, Seen and Done %

8. Things Get Distorted

9. Presentation is Important

10. We Can See Things in Different Ways

11. Barriers to Communication
People not taking
personal responsibility
to communicate.
‘Noise’
Perception
Transmission errors
Filtering of messages
Irrelevant data
Too much communication
Lack of clear objectives
Organisational structures
False assumptions
Jargon
Culture

12. Rules for Effective Communication Quinn et al (2003,p43)
Identify and understand the receiver
2nd position
‘Walk in their shoes’
Be clear on your objective
Assess the climate
Review the message before you deliver it
Use words and terms that are familiar to the receiver
If any sign that the message is not understood, clarify it
If response seems critical, do not jump to a defensive reaction
First seek to understand where they are coming from
Effective communication requires listening, reflection and empathy.