1. Communications1 Inter-Personal Communication Ted Spitzmiller

2. Communications2 Communication What is it? How is it accomplished? What are the factors? What are barriers to effective communications?

3. Communications3 Communication Transferring information from one person to another that leads to –some outcome –changed behaviour –changed method of doing something Includes –transfer process –understanding –acting upon

4. Communications4 Types of Communication Formal Communication – established and agreed channels and/or procedures Informal Communication – channels not formally recognised – ‘the grapevine’

5. Communications5 Communication Process Sender Medium Channel Receiver Change in Landing Checklist E-mail Feedback EncodingDecoding Knowledge Attitude Skill Socio-Cultural Knowledge Attitude Skill Socio-Cultural

6. Communications6 Communication Channels/Medium Verbal – face to face –Body language –Group meetings Written –Notice boards –Letters –Memo –Report Electronic (Internet) –Visual (Video/video conferencing) –Audio (phone) –Email

7. Communications7 Choice of Medium affected by: Need for a record Direction of the information flow Number of people to be reached Confidentiality Nature of the information – length, complexity, speed of transfer Cost of the medium

8. Communications8 Fundamentals of Communication Perception Expectation Makes demands Communication and information are different and largely opposite, yet interdependent (Source: Peter F. Drucker, ‘Management’, Pan, 1977)

9. Communications9 Barriers to Successful Communication Filtering Selective Perception Information Overload Defensiveness Language Jargon

10. Communications10 Key to Effective Communication Knowledge Attitude Skill Socio-Cultural A good rapport Honesty

11. Communications11 The engine quit over the lake on final approach The pre-landing checklist didn’t say to turn the fuel pump on!

12. Communications12 More Barriers Ability of sender – how much sender understands of message to be send Content – including technicalities and jargon Method of communication – including style and body language where appropriate! Skills and attitude of the receiver Organizational factors – complexity of the organization, scope of organization Cultural attitudes Perceptions, prejudices and stereotypes Inappropriate target for the message