Communication 01

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Communication



Introduction Meaning of communication Definition of communication Communication process The two-way communication

process Communication Model Forms of communication

Non-verbalcommunication

verbal communication

Patterns of Communication Downward communication Upward communication Lateral communication



Introduction

The process bywhich meanings are

exchanged b/w

people through the

use of common setof symbols.



Meaning Of

Communication

Communication may be defined as theprocess by which information is exchanged between individuals.

The process includes the use of writtenmessages, spoken words and gestures.



Objectives of Communication

Advice Suggestion

Order

Education

Warning

Motivation

Counseling



Definition

Acc. to John Adair, “Communication isessentially the ability of one person to

make contact with another & to makehimself / herself understood”.

Acc. to Allen, “Communication involves a

systematic & continuous process of telling,listening & understanding”.



Two-way Communication Process

Message Medium Receiver

Feedback

Who... says what... in what way... to whom...

...with what efect

Commu-

nicator





Communication Model

◦ Sender : Someone with ideas, intentions,information, and a purpose for communicating

◦ Encoding: Converting a message into groupsof symbols that represent ideas or concepts

◦ Message: An idea or experience that a senderwants to communicate

◦ Medium: Means by which a message is sent

◦ Decoding: The message’s target

◦ Receiver: Converts symbols into concepts andideas

◦ Feedback: Receiver’s response to sender’smessage



FORMS OF COMMUNICATION

NON – VERBAL COMMUNICATION VERBAL COMMUNICATION

* ORAL COMMUNICATION

• WRITTEN COMMUNICATION

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NonverbalCommunication“The most importantthing in communicationis hearing what is not

said” Peter F. Drucker”

“What you do speaks soloud that i can not hear

what you say” RalphWaldo”



Nonverbal Communication

Messages sent with body posture, facialexpressions, and hand/eye movements

“ It is as important as verbal communication”



Examples CHARTS

TABLES DIAGRAM

POSTERS

SLIDES GESTURES

SILENCE

SURROUNDINGS

Visual / Audio





Body Language and Paralanguage

Body movement includes:GesturesFacial expressionsPhysical movements

Paralanguage refers to:Voice qualityVolume

Speed etc.



TYPES OF BODY LANGUAGE

POSTURES GESTURES FACIAL EXPRESSIONS EYE CONTACT BODILY CONTACT APPEARANCE SILENCE



PARA LANGUAGE

The term para language is combination of twowords-”para”’ means like and “language” means

mode of communication. Thus, para languageliterally means “like language”.

In the words of Prof. Barker and Gaut, “Alanguage alongside of language and includesvocal characteristics such as pitch, range,resonance, tempo and quality and various vocalsounds such as grunts, groans and clearing thethroat.”



Paralanguage refers to:Voice quality

VolumeSpeed etc.



Types of non-verbalcommunication

KINESICS OR BODY LANGUAGE PROXEMICS OR SPACE LANGUAGE



KINESICS OR BODYLANGUAGE

Body language is a prominent and animportant medium of non-verbal

communication. Body language expressesinternal feelings very clearly. Body

language is also known as KINESICS.Kinesics is the study of body

movements and gestures.



FUNCTIONS OF BODY LANGUAGE

They can provide information about feelings andintentions.

They can be used to regulate interactions. They can be used to express intimacy. They can be used to establish dominance or

control. They can be used to facilitate goal attainment.



SIGNIFICANCE OF BODYLANGUAGE

Reveals the working of Emotions.

Reveals the Status. Replaces Verbal Communication.

Sustain Verbal Conversation.

Reveals a Person’s Attitudes and Traits. Reveals the Truth.

Practical Application.



VERBAL COMMUNICATION

Oral CommunicationWritten

CommunicationFace to face comm.

Lectures

Meeting & conferences

Interviews Telephonic talks

Seminars

Radio & television

Announcement Speeches

Emails

Fax

Letters

Telegrams Reports

Forms

Questionnaire



ORAL vs. WRITTEN COMM. Immediate feedback

Shorter words Conversational

Prompt action

Less detail technical

information Lack of written

evidence

No possibility of

review

Not fit for long msg

Delayed feedback

Longer words Focus on content

Delayed action

More detail technical

information

Permanent record

Possibility of review

Suitable for long msg



Internal Communication

Official structure

◦ Formal chain of command

◦ Up, down, across formal power lines

The grapevine

◦ Informal networking

◦ Unofficial lines of power



External Communication

Formal contacts

◦ Marketing

◦ Public relations

Informal contacts

◦ Employees

◦ Managers



Mixed Communication

Web sites

PowerPoint presentations (spoken and

written communication) Performance reviews



Forms of Communication FlowingThrough Formal Channels

Written

Executive memos,

letters

Annual report

Company newsletter Bulletin board postings

Orientation manual

Electronic

E-mail

Voicemail

Instant Messaging

Intranet

Videoconferencing

Oral

Telephone

Face-to-face

conversation

Company meetingsTeam meetings



Patterns of Organizational Communications

Downward

Communication

UpwardCommunication

Horizontalcommunication



HIERARCHY LEVEL

Executive Director

Vice President

A.G.M.

Manager

Supervisor

Forman

Supervisor 3Supervisor 1 Supervisor 2

Manager

Horizontal Comm.



Types of CommunicationDownwards Communication :Highly Directive, from Senior to subordinates, to assignduties, give instructions, to inform to offer feed back, approval to highlight problems etc.

Upwards Communications It is non directive in nature from down below, to givefeedback, to inform about progress/problems, seeking approvals.

Lateral or Horizontal Communication Among colleagues, peers at same level for information level for information sharing for coordination, to save time.

In modern business environment communication extends beyond written or spoken

words to listened word. Visual dimension added by T.V., computers has given to newmeaning to communication.

COMMUNICATION NETWORKS

Formal Network : Virtually vertical as per chain go command within the

hierarchy.

Informal Network : Free to move in any direction may skip formal chain of

command. Likely to satisfy social and emotional needsand also can facilitate task accomplishment.



Vertical/Lateral Communication

Organisation chart shows vertical (blackarrows) and lateral (green arrows)

Finance Marketing Production

Board of Directors

FinanceOfficers

MarketingAssistants

FactoryOperatives



Diagonal Communication

It is also known asCross-communication

Managers

communicate withpeople in otherdepartments outsidetheir own chain of command.



Communication Flowing Through FormalChannels

Downward

Management directives

Job plans, policies

Company goals

Mission statements

Horizontal

Task coordination

Information sharing

Problem solving

Conflict resolution

Upward

Employee feedback

Progress reports

Reports of customer

interaction, feedback

Suggestions for

improvement

Anonymous hotline



BARRIERS TOCOMMUNICATION



COMMON BARRIERS TO COMMUNICATION

1. SEMANTICS

Definition of words

Choice of words




2. POOR CHOICE, USE OF CHANNELSWhen to use certain channel

Oral alone: Simple reprimand Settle simple dispute

Written alone: Don’t need immediate feedback

Need record




2. USE OF CHANNELSBoth channels:

Commendation Serious reprimand

Important policy change

Nonverbal

Be aware of it.




3. PHYSICAL DISTRACTIONS

4. NOISE, PHYSICAL,

PSYCHOLOGICAL

5. STATUS DIFFERENCE

6. EFFECTS OF EMOTIONS




7. PERCEPTIONSStereotypes

Halo effects

Selective perception See and hear what we expect

Ignore if conflicts with “what we know.”

Projection




8. FILTERING, SCREENING

NEGATIVE INFORMTAION

9. EVALUATING THE SOURCE

10.ABSENCE OF FEEDBACK,

POOR FEEDBACK




11. INFORMATION, DATA

OVERLOAD

12. POOR LISTENINGLISTEN TO RESPOND

LISTEN TO UNDERSTAND



TO OVERCOME BARRIERS:

Learn to use feedback well.Be sensitive to receiver’s point of view. Listen to UNDERSTAND!Use direct, simple language, or at least

use language appropriate to the receiver.Use proper channel(s). Learn to use

channels well.Learn to use supportive communication,

not defensive communication.



EFFECTIVECOMMUNICATIONSKILLS



EFFECTIVE COMMUNICATION

EFFECTIVE COMMUNICATION OCCURS WHEN THE

MESSAGE RECEIVED IS AS CLOSE AS POSSIBLE AS THE

MESSAGE INTENDED TO BE SENT – MUTUAL

UNDERSTANDING.

COMMUNICATION IS EFFECTIVE ONLY IF

PEOPLE: - UNDERSTAND EACH OTHER

- STIMULATE OTHERS TO TAKE ACTION

- ENCOURAGE OTHERS TO THINK IN NEW

WAYS.



SEVEN “C’s” OF COMMUNICATION

COMPLETENESS – CONTAINS ALL

FACTS THE READER OR LISTENER

NEEDS FOR DESIRED ACTION.

CONCISENESS CONSIDERATION

CONCRETENESS

CLARITY

COURTESY

CORRECTNESS



1) Completeness

Message Receiver- either listener or reader, desirecomplete information to their question. e.g.

suppose you are working with multinational company who is engaging with engineering goods , like A.C.

Now let say one of your major customer wantssome technical information regarding “thermostat”

(because he wants to convey the same to the end users). In this case you have to provide him completeinformation in a short span of time.

If possible, provide him some extra information which hedoes not know,.

In this way you can maintain a good business relation

with him, otherwise he may switch to an other company.



2) Conciseness

Conciseness means “convey themessage by using fewest words”.

“Conciseness is the prerequisite toeffective business communication.”

As you know that all businessmenhave very short time .

Hence a concise message save thetime and expenses for both theparties.



How To achieve the conciseness ?

For achieving the concisenessyou have to consider the

following.1.Avoid wordy expression

2.Include only relevant

material3.Avoid unnecessary repetition.



Five W’s

One way to make your message complete is to answerthe five W’s.

WHO?

WHAT?

WHEN? WHERE? WHY?

The five question method is useful when you writerequests, announcements, or other informativemessages.

For instance, to order (request) merchandise, makeclear WHAT you want, WHEN u need it, WHERE it is tobe sent.



Avoid Wordy Expression

E.g. Wordy:- at this time.

Instead of “at this time” you can just useonly a concise word:- NOW ,

Always try to use “ To the pointApproach” in business scenarioperspective.



Include only relevant information

Always try to provide only relevant information to thereceiver of the message.

Lets say one of your customer requested

for clients of the company in reply you should provide simply list of clients at the panel

of your company.

No need to provide detailed business information about clientat all.

Observe the following suggestions to “ Include onlyrelevant information.” ◦ Stick to the purpose of message

◦ Delete irrelevant words

◦ Avoid long introduction, unnecessary explanation etc.

◦ Get to the important point concisely.



Avoid un-necessary Repetition

Some times repetition is necessary forfocusing some special issue.

But when the same thing is said with outtwo or three reasons, the messagebecome wordy and boring.

That’s why try to avoid Un-necessary

repetition.



Some ways to eliminate unnecessary words

Use shorter name after you have mentioned thelong once. e.g.

Spectrum communications Private limited usespectrum.

Use pronouns or initials E.g.Instead of world trade organization use WTO orYou can use IT for Information Technology.(

keeping in views that receiver knows about theseterms)



3) Consideration

Consideration means – To consider thereceiver’s Interest/Intention.

It is very important in effectivecommunication while writing a message

you should always keep in mind yourtarget groupconsideration is very important “C” among all the seven C’s.



Three specific ways to indicate consideration

i-Focus on “you” instead of “I” or “We” ii-Show audience benefit or interest of the

receiveriii-Emphasize positive, pleasant facts.

Using “you” help you, but over use lead anegative reaction.



Always write a message in such a way how

audience should be benefited from it. e.g.We attitude

I am delighted to announce that we will

extend to make shopping more.



You attitude

“You will be able to shop in the eveningwith the extended hours.”

Readers may react positively whenbenefit are shown to them.

Always try to address his/her need andwant.



4) Concreteness

It means that message should be

specific instead of general. Misunderstanding of words createsproblems for both parties (sender andreceiver).

when you talk to your client alwaysuse facts and figures instead of genericor irrelevant information.



The following guidelines should help youto achieve the Concreteness.

i- use specific facts and figures

ii-choose image building wordse.g

General

He is very intelligent student of class andstood first in the class.



5) Clarity



In effective business communication themessage should be very much clear. Sothat reader can understand it easily.

You should always Choose precise words.

Always choose familiar and easy words.Construct effective sentences and

paragraphs.

Accurately is purpose of clarity



In business communication always useprecise words rather longerstatements.

If you have a choice between long words

and shorter one, always use shorterone.

You should try your level best to usefamiliar/easy to understand words so

that your reader will quickly understand it



Familiar Next familiar words

1-after subsequent

2-home domicile

3-for example e.g.4-pay remuneration

5-invoice statement for payments



6) Courtesy



Knowing your audience allows you to use statements of courtesy; be aware of your message receiver.True courtesy involves being aware not only of theperspective of others, but also their feelings. courtesystems from a sincere you-attitude.

it is not merely politeness with mechanical insertions of “please” and “Thank you” .

Although Appling socially accepted manners is a form of courtesy .

rather, it is politeness that grow out respect and concernfor others.

Courteous communication generate a special tone in theirwriting and speaking.



Thoughtfulness and AppreciationWriters who send cordial, courteous messages of

deserved congratulations and appreciation (to a person inside & outside) help to build goodwill. The value of goodwill or publicesteem for the firm may be worth thousands of dollars.

Tactless,Blunt

More Tactful

Stupid letter; I can’tunderstand

I should understand it, asthere is no confusing wordin this letter, could youplease explain it once again..?

Its your fault, you did notproperly read my latest FAX

Sometimes my wording isnot precise; let me try again



7) Correctness



7) Correctness

At the core of correctness is proper grammar,punctuation and spelling.

however, message must be perfect grammaticallyand mechanically

. The term correctness, as applied to businessmessages also mean three characteristics

o Use the right level of languageo Check the accuracy of figures, facts and wordso Maintain acceptable writing mechanics



Formal and Informal Words

Formal writing is often associated with scholarly writing:doctoral dissertations, scholarly, legal documents, top-level government agreements and other material whereformality is demanded.

Informal writing is more characteristic of businesswriting. Here you use words that are short, well-known

and conversational as in this comparison list:More Formal less formalParticipate JoinEndeavor tryAscertain find outUtilize use

Interrogate question



Substandard Language

Avoid substandard language. Using correctwords, incorrect grammar, faultypronunciation all suggest as inability to usegood English. Some examples follow:

Substandard More Acceptable

Ain’t isn’t,aren’t Can’t hardly can hardlyAim to proving aim to proveDesirous to desirous of Stoled stolen



Facts and Figures Accuracy

Check Accuracy of Facts, Figures and wordsIt is impossible to convey meaning precisely, through words, from

the head of the sender to a receiver. Our goal is to be as preciseas possible, which means checking and double-checking anddouble-checking to ensure that the figures, facts and words youuse are correct.

“A good check of your data is to have another person read andcomment on the validity of the material” Figures and facts Verify your statistical data Double-check your totals Avoid guessing at laws that have an impact on you, the sender

and your

Have someone else read your message if the topic involvesdata.

Determine whether a “fact” has changed over time



Proper Use of Confusing Words !

Our Language (Any) is constantly changing. In fact,evendictionaries can not keep up with rapid change in ourlanguage. the following words often confusing in usage:

A, An use a before consonants andconsonants sounds or a long ” u” sound. Use an before vowels.

Accept, except accept is a verb and means toreceive. except is a verb or apreposition and relates to

omitting or leaving out.

Anxious, eager Anxious implies worry, eagerconveys keen desire



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Communication 01