A PRESENTATION BY:

YAKEEN AGARWALA BBS-I(E)

SPECIAL THANKS TO

FOR HELPING ME WITH THE TECHNICAL STUFF

MISCOMMUNICATION IN PRODUCT EVOLVEMENT

As Marketing Requested It

As Sales Ordered It

As Engineering Designed It

As Production Manufactured It

As Maintenance Installed It

What the Customer Wanted

THUS WE CAN SEE HOW MISCOMMUNICATION CAN LEAD TO LOSSES

"To effectively communicate, we must realize that we are all different in the way we perceive the world and use this understanding as a guide to our communication with others."

~Anthony Robbins ~

Communication
Communication is a system of transmitting messages using multiple components. It is generally used to convey thoughts, feelings and/or ideas.

NOISE

Miscommunicatio n
It can happen to anyone

BE IT ST OR VP
Guess Who/What???

(LACK OF CLEAR OR ADEQUATE COMMUNICATION) HOW DOES MISCOMMUNICATION TAKE PLACE??

One side(either sender/receiver) doesn't

communicate enough information. Misinterpretation of the real meaning. Asynchronous communication: Mis- Typed words. No communication

MISUNDERSTAND
It is when one group member gains an interpretation that he believes is accurate, but in reality is not the interpretation. (no understanding: did not gain any interpretation)

MISINTERPRET
It is when the interpretation of a group members statement suggests that his values and beliefs are different from the other group members values and beliefs.

LYING & EVASION

It is deceptive communication. This acts as a way for the speaker to hide their actual beliefs or actions. Thus the speaker gains some power over the listeners because he has obscured the true beliefs or actions.

 Dog for sale: eats anything and is fond of children. Used Cars: Why go elsewhere to be cheated? Come

here first! Illiterate? Write today for help. Wanted: Man to take care of cow that does not smoke or drink. Stock up and save. Limit: one. Tired of cleaning yourself? Let me do it.

Message Distortion
Downward Communication Through Five Levels of Management
Message
written by board of directors

Amount of message
100%

Message Distortion
Downward Communication Through Five Levels of Management
Message
written by board of directors received by vice-president

Amount of message
100% 63%

Message Distortion
Downward Communication Through Five Levels of Management
Message
written by board of directors received by vice-president received by general supervisor

Amount of message
100% 63% 56%

Message Distortion
Downward Communication Through Five Levels of Management
Message
written by board of directors received by vice-president received by general supervisor received by plant manager

Amount of message
100% 63% 56% 40%

Message Distortion
Downward Communication Through Five Levels of Management
Message Amount of message

written by board of directors

received by vice-president received by general supervisor

100%
63% 56%

received by plant manager

received by team leader

40%
30%

Message Distortion
Downward Communication Through Five Levels of Management
Message Amount of message

written by board of directors

received by vice-president received by general supervisor

100%
63% 56%

received by plant manager

received by team leader received by worker

40%
30% 20%

Causes for Miscommunication

Organizational structure Difference in status Lack of trust Closed communication climate Incorrect choice of medium Information overload Message complexity Unethical communication Physical distractions

Ice Breakersplay a very important role in small group communication. The sole purpose of an ice breaker is to get the members of the group to relax and participate in group discussions. Examples
Who in your life has most influenced you? What is something you want people to remember about you? If you could make one wish that would come true, what would it

be? What is one thing you would like to accomplish in your lifetime? What is something you want to see before you die? Have you ever had something stolen?

SOME COMMON BARRIERS

1. 2. 3. 4. 5. 6. 7. 8. 9.

Physiological barriers Physical barriers Semantic barriers Cultural barriers Ethical barriers Social barriers Language barriers Emotional barriers Organizational barriers

Identifying barriers
Apparent cause
Psychological Cultural Political Economic Technological Physical

Communication is about overcoming barriers.

Practical Example
Message from external stakeholder ignored due to groupthink Message from organisation misinterpreted by members of a particular group Message from internal stakeholder not sent because individual is marginalised Message not available to a public sector organisation due to lack of resources Message not delivered due to technical failure Message cannot be heard and visual aids cannot be seen by some members of the audience

Physiological Barriers
Physiological barriers to communication are those that result

from the performance characteristics and limitations of the human body and the human mind.

COMMON BARRIERS TO COMMUNICATION

PERCEPTIONS
Stereotypes Halo effects Selective perception

See and hear what we expect Ignore if conflicts with what we know.

Projection

Whats your perception?

Perceptual barriers
Many factors affect individuals perceptions, such as experience, needs, personality, culture and education. therefore, peoples perceptions of situations and messages differ.

Barriers to Effective Interpersonal Communication

An individual's subjective viewpoint towards issues/people, which leads to assumptions.
Words can have different meanings to different

people, thus blocking communication. Use of negative words

Overcoming the barriers

Be sensitive to receivers point of view. Take him more

seriously. Listen to UNDERSTAND! Learn to use feedback well. Securing proper feedback Use direct, simple language, or at least use language appropriate to the receiver. Learn to use channels well. Using multiple channels and encoding. Think more clearly about the message.

FILTERING OF DATA
LOSS OF IMPORTANT DATA
UNNECESSARY ADDITIONAL INFO IS ADDED

BUT HELPFUL SOMETIMES WHEN DONE DELIBERATELY BY THE MANAGERS.

At 11 oclock today, there will be a total eclipse of the sun. This is when the sun disappears behind the moon for two minutes. Since this is something that is not seen every day, employees have permission to view the eclipse in the parking lot. Staff should meet in the lot at 10 minutes to 11. At that time, Ill give a brief speech explaining the eclipse. The company will provide safety goggles for a small fee.

Today at 10 minutes to 11, all staff should meet in the car park to see the sun disappear for two minutes during a total eclipse.
For a moderate cost, goggles will be provided for safety. The CEO will deliver a short speech beforehand. This is not something that can be seen every day.

Today the CEO will deliver a short speech to make the sun disappear for two minutes during an eclipse. This is something that happens every day and staff will meet in the car park at 10 or 11. It will be safe, if you pay a moderate cost.

Some staff will go to the car park today to see the CEO disappear. It is a pity this doesnt happen everyday.

FEEDBACK AS THE BARRIER TO COMMUNICATION

ABSENCE OF FEEDBACK, POOR FEEDBACK

Sometimes feedback itself is the main barrier if not aptly given by the receiver. Eg: sometimes a person is forced to/ thinks appropriate to give a particular type of feedback

KEY CHARACTERISTICS OF SUPPORTIVE COMMUNICATION

7.Equality oriented. I have some ideas, but do you have any suggestions? 8.Flexible. I have some questions, but lets explore it further. 9.Appropriately intimate. Since we have known each other a long time, Id like to tell you how I feel about our relationship. Superiority oriented. Your suggestion is dumb. This is the way to handle this problem. Closed-minded. Whatever made you think that would work? Overbearing or aloof. I know we just met, but I really need to tell you something personal.

Essential of effective communication

Principle of clarity in ideas Principle of appropriate language Principle of attention Principle of consistency Principle of adequacy Principle of proper time Principle of informality

Principle of feedback Principle of integration Principle of consultation Principle of economy Principle of proper medium

The classic case of miscommunication

Raju Raju sat on the wall... Raju Raju had a great fall... Balance sheet died... Shareholders cried... Raju Raju made a fraud

THANK YOU

Miscommunication : this joke is only for the boys There were these identical twins, Jim and John. Jim was the owner of an old dilapidated boat. It just so happened that Johns wife died the same day Jims boat sank. A few days later, a kindly old woman saw Jim and mistaking him for John said Im sorry to hear about your loss. You must feel terrible. Jim, thinking she was talking about his boat said Fact is Im sort of glad to be rid of her. She was a rotten old thing from the beginning. Her bottom was all shriveled up and she smelled like an old dead fish. She was always losing her water, she had a bad crack in the back and a pretty big hole in the front too. Every time I used her, the hole got bigger and she leaked like crazy. I guess what finally finished her off was when I rented her to these four guys looking for a good time. I warned them she wasnt very good, but they wanted to use her anyhow. The fools all tried to get in her at once and she split right up the middle. The old woman fainted.