36184021 Communication the Basics

Communication:Communication:An IntroductionAn Introduction

-- Seema MuruganSeema Murugan

SM / HSS / IIT-KGP 2

OverviewOverview

•• What is Communication ?What is Communication ?•• Communication Communication -- Definition and QuotationsDefinition and Quotations•• The Importance of CommunicationThe Importance of Communication•• Communication SkillsCommunication Skills•• Benefits of Effective CommunicationBenefits of Effective Communication•• Types of CommunicationTypes of Communication•• Modes, Forms and Channels of CommunicationModes, Forms and Channels of Communication


Overview (Contd.)Overview (Contd.)

•• Elements of CommunicationElements of Communication•• The Process of CommunicationThe Process of Communication•• The Basic Model of CommunicationThe Basic Model of Communication•• Characteristics of CommunicationCharacteristics of Communication•• Communication BarriersCommunication Barriers•• Overcoming BarriersOvercoming Barriers•• Axioms of CommunicationAxioms of Communication


What is Communication ? ( 1 of 2 )What is Communication ? ( 1 of 2 )

•• Face to Face ConversationsFace to Face Conversations•• Phone ConversationsPhone Conversations•• Memos and LettersMemos and Letters•• Proposals and ReportsProposals and Reports•• Oral PresentationsOral Presentations•• Correspondence and Junk MailCorrespondence and Junk Mail•• GossipGossip


What is Communication ? ( 2 of 2 )What is Communication ? ( 2 of 2 )

•• Communication springs from the Latin verb Communication springs from the Latin verb communicarecommunicare , which means “to make common”., which means “to make common”.

•• Communication is the deepest core of our Communication is the deepest core of our human selves.human selves.

•• We We cannot notcannot not communicate. communicate.


Communication : Definitions (1 of 3) Communication : Definitions (1 of 3)

•• Communication is the process of sending and Communication is the process of sending and receiving messages.receiving messages.

•• “Communication is not just about words, paint “Communication is not just about words, paint on canvas, math symbols or the equations and on canvas, math symbols or the equations and models of scientists; it is the interrelation of models of scientists; it is the interrelation of human beings trying to escape loneliness, trying human beings trying to escape loneliness, trying to share experiences, trying to implant ideas.”to share experiences, trying to implant ideas.”

-- W.MarstellerW.Marsteller (Advertising Executive)(Advertising Executive)


Communication : Definitions (2 of 3)Communication : Definitions (2 of 3)

•• Whether clear or garbled,tumultuous or Whether clear or garbled,tumultuous or silent,deliberate or fatally inadvertent, silent,deliberate or fatally inadvertent, communication is the ground of meeting….It is, communication is the ground of meeting….It is, in short,the essential connection.in short,the essential connection.

--Ashley Montague and Floyd MatsonAshley Montague and Floyd Matson•• Communication is the deliberate or accidental Communication is the deliberate or accidental

transfer of meaning.transfer of meaning.


Communication : Definitions (3 of 3)Communication : Definitions (3 of 3)

•• ““Communication is a continuous stream in Communication is a continuous stream in which everything is simultaneously a reaction which everything is simultaneously a reaction and an instigation, an instigation and a reaction.”and an instigation, an instigation and a reaction.”

-- Deborah Tannen (Linguist)Deborah Tannen (Linguist)That’s Not What I MeantThat’s Not What I Meant

•• Communication is a process of coding and Communication is a process of coding and decoding messages.decoding messages.


The Importance of Communication (1 of 3)The Importance of Communication (1 of 3)

•• Adults spend about twoAdults spend about two--thirds of their lives thirds of their lives communicating.communicating.

•• Communication is our connection to the past, Communication is our connection to the past, the present as well as the future.the present as well as the future.

•• Communication is truly our bridge to the future, Communication is truly our bridge to the future, our link to the rest of humanity, and the tool we our link to the rest of humanity, and the tool we rely upon the most as we make our way in the rely upon the most as we make our way in the world.world.



•• Communication is the greatest single factor Communication is the greatest single factor affecting a person’s health and relationship to affecting a person’s health and relationship to others. others.

--Virginia Satir ,Virginia Satir ,The New PeoplemakingThe New Peoplemaking•• “Top executives from Fortune 500 companies “Top executives from Fortune 500 companies

rate communications skills as the most rate communications skills as the most important quality for business leaders.”important quality for business leaders.”

-- New York TimesNew York TimesBusiness SectionBusiness Section



•• ““There may be no single thing more important There may be no single thing more important in our efforts to achieve meaningful work and in our efforts to achieve meaningful work and fulfilling relationships than to learn and practice fulfilling relationships than to learn and practice the art of communication.”the art of communication.”-- The Art of LeadershipThe Art of Leadership

Max De Pree , Author Max De Pree , Author

•• “I’m surprised how so many people struggle “I’m surprised how so many people struggle with communication.”with communication.”

-- Michael Rook, Production ManagerMichael Rook, Production ManagerHewlett Packard, San Diego, CAHewlett Packard, San Diego, CA


Communication Skills ( 1 of 4 )Communication Skills ( 1 of 4 )

Certain Skills and PerceptionsCertain Skills and Perceptions ::1.1. The ability to understand and communicate The ability to understand and communicate

with yourself.with yourself.2.2. Knowledge of how and why you and those Knowledge of how and why you and those

whom you relate see things the way you do.whom you relate see things the way you do.3.3. An appreciation of the extent to which gender, An appreciation of the extent to which gender,

culture ,the media and new technologies affect culture ,the media and new technologies affect communication.communication.



4.4. The capacity to listen and then process the The capacity to listen and then process the information you receive.information you receive.

5.5. Sensitivity to silent messages that you and Sensitivity to silent messages that you and other people send.other people send.

6.6. Knowledge of how words affect you and those Knowledge of how words affect you and those whom you relate.whom you relate.

7.7. An understanding of how relationships An understanding of how relationships develop.develop.



8.8. An understanding of how feelings and An understanding of how feelings and emotions affect relationships.emotions affect relationships.

9.9. The ability to handle conflict by learning how The ability to handle conflict by learning how to disagree by without being disagreeable.to disagree by without being disagreeable.

10.10. An understanding of the behaviors that An understanding of the behaviors that contribute to successful group decisioncontribute to successful group decision--making, leadership and team building.making, leadership and team building.



11.11. An understanding of how beliefs ,values and attitudes An understanding of how beliefs ,values and attitudes affect the formulation and reception of messages and affect the formulation and reception of messages and the development of speaker the development of speaker --audience relationships.audience relationships.

•• We are much better communicators when we We are much better communicators when we knowknow more about ourselves, more about ourselves, thinkthink about how and about how and what we communicate and what we communicate and actact according to the according to the changes in our circumstance and environment. changes in our circumstance and environment.

-- Theo TheobaldTheo Theobald


Benefits of Effective CommunicationBenefits of Effective Communication

•• Achieves shared understandingAchieves shared understanding•• Stimulates others to take actions to achieve goalsStimulates others to take actions to achieve goals•• Directs the flow of information to help people Directs the flow of information to help people

overcome barriers to open discussionovercome barriers to open discussion•• Channels information to encourage people to Channels information to encourage people to

think in new ways and to act more effectivelythink in new ways and to act more effectively


Types of Communication (1 of 2 )Types of Communication (1 of 2 )

1. Intra1. Intra--personal personal CommunicationCommunication

Communication with Communication with the selfthe self

2. Inter2. Inter--personal personal CommunicationCommunication

The relationship level of The relationship level of communicationcommunication

3. Group 3. Group CommunicationCommunication

Interaction with a Interaction with a limited number of limited number of personspersons


Types of Communication (2 of 2 )Types of Communication (2 of 2 )

4. Public Communication4. Public Communication Communication designed to Communication designed to inform or persuade audience inform or persuade audience membersmembers

5. Mass Communication5. Mass Communication The transmission of messages The transmission of messages which may be processed by which may be processed by gatekeepers prior to being sent gatekeepers prior to being sent to large audiences via a to large audiences via a channel of broad diffusionchannel of broad diffusion

6. Online or Machine 6. Online or Machine --assisted Communicationassisted Communication

The building of relationships The building of relationships using computers and the using computers and the internetinternet


Communication : ModesCommunication : Modes

•• VerbalVerbal•• VocalVocal•• VisualVisual


Is Communication Verbal, Vocal or Visual?Is Communication Verbal, Vocal or Visual?

Visual55%

Vocal38%

Verbal7%

VisualVocalVerbal


Basic Forms of CommunicationBasic Forms of Communication

•• NonverbalNonverbal

–– Less structured, harder to classifyLess structured, harder to classify

–– More spontaneous, less controlMore spontaneous, less control

•• VerbalVerbal

–– More structured, easier to studyMore structured, easier to study

–– Conscious purpose, more controlConscious purpose, more control


TYPES OF NONTYPES OF NON--VERBAL MESSAGESVERBAL MESSAGES

•• Body Language orBody Language or KKinesicsinesics•• Clothing orClothing or ArtifactualArtifactual CommunicationCommunication•• Voice or Paralanguage Voice or Paralanguage •• Space and Space and ddistanceistance, or, or ProxemicProxemic factorsfactors•• ColorColor•• Time, orTime, or ChronemicsChronemics ; and; and•• Touch, orTouch, or HapticsHaptics


Usage of Communication ChannelsUsage of Communication Channels

•• Listening Listening -- 45%45%

•• Speaking Speaking -- 30%30%

•• Reading Reading -- 16%16%

•• Writing Writing -- 9%9%


How Oral and Written How Oral and Written Communication Differ ( 1 of 2 )Communication Differ ( 1 of 2 )

Written communication Written communication 1. is more likely to involve creative effort,1. is more likely to involve creative effort,2. has longer cycles, and2. has longer cycles, and3. usually has fewer cycles.3. usually has fewer cycles.


How Oral and Written How Oral and Written Communication Differ ( 2 of 2 )Communication Differ ( 2 of 2 )

“Writing is thinking on paper. Anyone who thinks clearly should be able to write clearly about any subject at all.”

-William Zinsser (Author)

On Writing Well


Who is a Communicator?Who is a Communicator?

•• A communicator is a person who enters into a A communicator is a person who enters into a relationship with other people.relationship with other people.

•• TerminologyTerminology ::SENDER SENDER -- RECEIVERRECEIVERSPEAKER SPEAKER -- AUDIENCEAUDIENCEENCODER ENCODER -- DECODERDECODER


Elements of Communication ( 1 of 2 )Elements of Communication ( 1 of 2 )

1. Sender1. Sender Person who formulates, encodes, and Person who formulates, encodes, and transmits a messagetransmits a message

2. Receiver2. Receiver Person who receives, decodes and Person who receives, decodes and interprets a messageinterprets a message

3. Message 3. Message The content of a communicative actThe content of a communicative act

4. Channel4. Channel A medium through which a message A medium through which a message is sentis sent


Elements of Communication ( 2 of 2 )Elements of Communication ( 2 of 2 )

5. Noise5. Noise Anything that interferes with or Anything that interferes with or distorts the ability to send and distorts the ability to send and receive messagesreceive messages

6. Context6. Context The settingThe setting

7. Feedback7. Feedback Information returned to a Information returned to a message sourcemessage source

8. Effect8. Effect The communication outcomeThe communication outcome


The Communication ProcessThe Communication Process

•• Sender has an ideaSender has an idea

•• Sender encodes the ideaSender encodes the idea

•• Sender transmits the messageSender transmits the message

•• Receiver gets the messageReceiver gets the message

•• Receiver decodes the messageReceiver decodes the message

•• Receiver sends feedbackReceiver sends feedback


Basic Model of the Communication Basic Model of the Communication ProcessProcess

11 . A message sent by B arrives in M’s “sensory . A message sent by B arrives in M’s “sensory world.”world.”

22 . M’s senses pick up the message, but may also . M’s senses pick up the message, but may also pick up competing information.pick up competing information.

33 . B’s message is filtered through M’s unique mind . B’s message is filtered through M’s unique mind and is given meaning.and is given meaning.

44 . The meaning given may trigger a response, . The meaning given may trigger a response, which M’s unique mind forms.which M’s unique mind forms.

55 . M sends the message to B. It enters her sensory . M sends the message to B. It enters her sensory world, and a second cycle begins.world, and a second cycle begins.


Characteristics of CommunicationCharacteristics of Communication

1.1. Communication is Dynamic.Communication is Dynamic.2.2. Communication is Unrepeatable and Communication is Unrepeatable and

Irreversible.Irreversible.


Communication Barriers ( 1 of 3 )Communication Barriers ( 1 of 3 )

1. Physical barriers1. Physical barriers Time,physical Time,physical environment, physical environment, physical medium of communicationmedium of communication

2. Cultural barriers2. Cultural barriers Cultures, subcultures and Cultures, subcultures and dominant culturesdominant cultures

3. Experiential barriers3. Experiential barriers ““I’ve been there”I’ve been there”



4. Perceptual barriers4. Perceptual barriers Perceptions differ,Perceptions differ,Conclusions not intended Conclusions not intended may be drawn may be drawn

5. Motivational barriers5. Motivational barriers Mental inertiaMental inertia

6. Emotional barriers6. Emotional barriers The personal elementThe personal element



7. Organizational barriers7. Organizational barriers The NEED TESTThe NEED TEST

8. Linguistic barriers8. Linguistic barriers Words as hammers or Words as hammers or mirrorsmirrors

9. Nonverbal barriers9. Nonverbal barriers Negative Non verbal Negative Non verbal gestures gestures

10. Competition barriers10. Competition barriers Competition for the Competition for the reader’s attentionreader’s attention


Overcoming Barriers Overcoming Barriers

A. Adopt audienceA. Adopt audience--centered approachcentered approach

B. Foster open communication climateB. Foster open communication climate

C. Commit to ethical communicationC. Commit to ethical communication

D. Create lean, efficient messagesD. Create lean, efficient messages


Functions of CommunicationFunctions of Communication

•• Helps develop understanding and insightHelps develop understanding and insight•• Establish and build meaningful Establish and build meaningful

relationshipsrelationships-- the need for inclusionthe need for inclusion-- the need for controlthe need for control-- the need for affectionthe need for affection

•• Influence and persuasionInfluence and persuasion


5 Axioms of Communication5 Axioms of Communication

1.1. You cannot not communicate.You cannot not communicate.2.2. Every interaction has a content dimension and Every interaction has a content dimension and

a relationship dimension.a relationship dimension.3.3. Every interaction is defined by how it is Every interaction is defined by how it is

punctuated.punctuated.4.4. Messages consist of verbal symbols and nonMessages consist of verbal symbols and non--

verbal cues.verbal cues.5.5. Interactions are either symmetrical or Interactions are either symmetrical or

complementary.complementary.


Axiom One : Strategies to not CommunicateAxiom One : Strategies to not Communicate

RejectionRejection Communication that rejects Communication that rejects communication effortscommunication efforts

AcceptanceAcceptance Willingness to receive and respond to Willingness to receive and respond to a messagea message

DisqualificationDisqualification Communication that invalidates a Communication that invalidates a message sentmessage sent

The symptom as The symptom as communicationcommunication

The use of an excuse as a reason for The use of an excuse as a reason for not wanting to communicatenot wanting to communicate


Axiom Two : Dimensions of Axiom Two : Dimensions of CommunicationCommunication

Content LevelContent Level The information or data levelThe information or data level

Relationship LevelRelationship Level The level of interpretationThe level of interpretation

ConfirmationConfirmation Acknowledgement and Acknowledgement and acceptance of another acceptance of another

RejectionRejection Communication that rejects Communication that rejects another’s selfanother’s self--conceptconcept

DisconfirmationDisconfirmation Communication that shows a Communication that shows a lack of interest in another personlack of interest in another person


Axiom Three : CommunicationAxiom Three : Communication

•• Communication had no clearly distinguishable Communication had no clearly distinguishable starting point or end point.starting point or end point.

•• It is extremely difficult to define what is stimulus It is extremely difficult to define what is stimulus and what is response.and what is response.

•• What is stimulus for one is response for the What is stimulus for one is response for the other.other.

•• Communication is circular Communication is circular –– it is a continuous , it is a continuous , ongoing series of events.ongoing series of events.


Axiom Four : Two kinds of MessagesAxiom Four : Two kinds of Messages

1. Digital : the word level of communication1. Digital : the word level of communication2. Analogic : the continuous stream of non2. Analogic : the continuous stream of non--verbal verbal

cuescues•• ContentContent of a message more likely to be of a message more likely to be

communicated through the communicated through the digital systemdigital system, , whereas the whereas the relationship relationship level of the message level of the message through the through the analogic systemanalogic system..

•• While one may lie with words , the nonWhile one may lie with words , the non--verbal verbal signals one emits are likely to give one away.signals one emits are likely to give one away.


Axiom Five : Kinds of InteractionsAxiom Five : Kinds of InteractionsSymmetrical interactionSymmetrical interaction A relationship in which the A relationship in which the

behavior of one person mirrors behavior of one person mirrors the behavior of another personthe behavior of another person

Complementary interactionComplementary interaction Communication in which Communication in which interactants engage in opposite interactants engage in opposite behaviorbehavior

Symmetrical escalationSymmetrical escalation A relationship in which A relationship in which individuals compete for controlindividuals compete for control

Rigid complementarityRigid complementarity A relationship characterized by A relationship characterized by fixed, unchanging roles fixed, unchanging roles


REFERENCESREFERENCES

•• Bovee’s Bovee’s Business Communication TodayBusiness Communication Today --

Prentice HallPrentice Hall

•• Lesikar’s Lesikar’s Basic Business CommunicationBasic Business Communication --TMHTMH

•• Bell and Smith’s Bell and Smith’s Management Management CommunicationCommunication –– John WileyJohn Wiley

•• Gamble and Gamble’s Gamble and Gamble’s Communication Communication WorksWorks -- TMHTMH


Communication : An IntroductionCommunication : An Introduction

THANK YOUTHANK YOU

Documents

36184021 Communication the Basics