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Chapter
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1
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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.
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2
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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.
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3
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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.
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4
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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.
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5
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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.
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6
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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.
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7
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In
Practice: Communication Success Stories
American Express/Ken Chenault. The Body Shop/Anita Roddick.
The Housing Development Finance Corporation (India).
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8
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Key
Communication Concepts and Thinkers
Glossary and key concepts in communication. Key thinkers on
business communication.
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9
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Communication
Resources
General books book about communication. Subject-specific books.
Magazines and journals useful when considering communication.
Useful Websites.
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10
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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.
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