Communication - The Basics

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Communication:Communication:

An IntroductionAn Introduction

-- Seema MuruganSeema Murugan


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SM / HSS / IIT-KGP 2

OverviewOverview

What is Communication ?What is Communication ?

CommunicationCommunication -- 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


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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


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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


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

Communication springs from the Latin verbCommunication springs from the Latin verb

communicarecommunicare, which means to make common., which means to make common. Communication is the deepest core of ourCommunication is the deepest core of our

human selves.human selves. WeWe cannot notcannot not communicate.communicate.


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

Communication is the process of sending andCommunication is the process of sending and

receiving messages.receiving messages.

Communication is not just about words, paintCommunication is not just about words, paint

on canvas, math symbols or the equations andon canvas, math symbols or the equations and

models of scientists; it is the interrelation ofmodels of scientists; it is the interrelation ofhuman beings trying to escape loneliness, tryinghuman 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)


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Whether clear or garbled,tumultuous orWhether 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 accidentalCommunication is the deliberate or accidental

transfer of meaning.transfer of meaning.


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Communication is a continuous stream inCommunication is a continuous stream in

which everything is simultaneously a reactionwhich everything is simultaneously a reactionand an instigation, an instigation and a reaction.and an instigation, an instigation and a reaction.

-- Deborah Tannen (Linguist)Deborah Tannen (Linguist)Thats Not What I MeantThats Not What I Meant

Communication is a process of coding andCommunication is a process of coding anddecoding messages.decoding messages.


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

Adults spend about twoAdults spend about two--thirds of their livesthirds 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 weour link to the rest of humanity, and the tool we

rely upon the most as we make our way in therely upon the most as we make our way in theworld.world.


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Communication is the greatest single factorCommunication is the greatest single factor

affecting a persons health and relationship toaffecting a persons health and relationship toothers.others.

--Virginia Satir ,Virginia Satir ,The New PeoplemakingThe New Peoplemaking Top executives from Fortune 500 companiesTop executives from Fortune 500 companiesrate communications skills as the mostrate communications skills as the most

important quality for business leaders.important quality for business leaders.--New York TimesNew York TimesBusiness SectionBusiness Section


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There may be no single thing more importantThere may be no single thing more importantin our efforts to achieve meaningful work andin our efforts to achieve meaningful work and

fulfilling relationships than to learn and practicefulfilling relationships than to learn and practicethe art of communication.the art of communication.--The Art of LeadershipThe Art of Leadership

Max De Pree , AuthorMax De Pree , Author

Im surprised how so many people struggleIm surprised how so many people strugglewith communication.with communication.

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


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

Certain Skills and PerceptionsCertain Skills and Perceptions ::

1.1. The ability to understand and communicateThe ability to understand and communicatewith yourself.with yourself.

2.2. Knowledge of how and why you and thoseKnowledge of how and why you and thosewhom 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 affectculture ,the media and new technologies affect

communication.communication.


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4.4. The capacity to listen and then process theThe capacity to listen and then process the

information you receive.information you receive.5.5. Sensitivity to silent messages that you andSensitivity to silent messages that you and

other people send.other people send.6.6. Knowledge of how words affect you and thoseKnowledge of how words affect you and those

whom you relate.whom you relate.

7.7. An understanding of how relationshipsAn understanding of how relationships

develop.develop.


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8.8. An understanding of how feelings andAn understanding of how feelings and

emotions affect relationships.emotions affect relationships.9.9. The ability to handle conflict by learning howThe 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 thatAn understanding of the behaviors that

contribute to successful group decisioncontribute to successful group decision--

making, leadership and team building.making, leadership and team building.


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11.11. An understanding of how beliefs ,values and attitudesAn understanding of how beliefs ,values and attitudes

affect the formulation and reception of messages andaffect the formulation and reception of messages andthe development of speakerthe development of speaker --audience relationships.audience relationships.

We are much better communicators when weWe are much better communicators when weknowknowmore about ourselves,more about ourselves, thinkthinkabout how andabout how and

what we communicate andwhat we communicate and actact according to theaccording to the

changes in our circumstance and environment.changes in our circumstance and environment.

--Theo TheobaldTheo Theobald


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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 peopleDirects the flow of information to help people

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

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


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

1. Intra1. Intra--personalpersonal

CommunicationCommunicationCommunication withCommunication with

the selfthe self

2. Inter2. Inter--personalpersonal

CommunicationCommunication

The relationship level ofThe relationship level of

communicationcommunication

3. Group3. GroupCommunicationCommunication Interaction with aInteraction with alimited number oflimited number of

personspersons


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

4. Public Communication4. Public Communication Communication designed toCommunication designed to

inform or persuade audienceinform or persuade audience

membersmembers5. Mass Communication5. Mass Communication The transmission of messagesThe transmission of messages

which may be processed bywhich may be processed by

gatekeepers prior to being sentgatekeepers prior to being sentto large audiences via ato large audiences via a

channel of broad diffusionchannel of broad diffusion

6. Online or Machine6. Online or Machine --

assisted Communicationassisted CommunicationThe building of relationshipsThe building of relationships

using computers and theusing computers and the

internetinternet


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Communication : ModesCommunication : Modes

VerbalVerbal

VocalVocal

VisualVisual


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

Visual

55%

Vocal

38%

Verbal

7%

Visual

Vocal

Verbal


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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


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TYPES OF NONTYPES OF NON--VERBAL MESSAGESVERBAL MESSAGES

Body Language orBody Language or KKinesicsinesics

Clothing orClothing orArtifactualArtifactual CommunicationCommunication Voice or ParalanguageVoice or Paralanguage

Space andSpace and ddistanceistance, or, or ProxemicProxemic factorsfactors ColorColor

Time, orTime, or ChronemicsChronemics ; and; and Touch, orTouch, or HapticsHaptics


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Usage of Communication ChannelsUsage of Communication Channels

ListeningListening -- 45%45%

SpeakingSpeaking -- 30%30%

ReadingReading -- 16%16%

WritingWriting -- 9%9%

H O l d W ittH O l d W itt


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How Oral and WrittenHow Oral and Written

Communication Differ ( 1 of 2 )Communication Differ ( 1 of 2 )

Written communicationWritten communication1. is more likely to involve creative effort,1. is more likely to involve creative effort,

2. has longer cycles, and2. has longer cycles, and

3. usually has fewer cycles.3. usually has fewer cycles.

H O l d W ittHo Or l nd Written


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How Oral and WrittenHow Oral and Written

Communication Differ ( 2 of 2 )Communication Differ ( 2 of 2 )

Writing is thinking on paper. Anyonewho thinks clearly should be able to

write clearly about any subject at all.

-William Zinsser

(Author)

On Writing Well

Wh i C i ?Wh i C i ?


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Who is a Communicator?Who is a Communicator?

A communicator is a person who enters into aA communicator is a person who enters into a

relationship with other people.relationship with other people. TerminologyTerminology::

SENDERSENDER -- RECEIVERRECEIVERSPEAKERSPEAKER --AUDIENCEAUDIENCE

ENCODERENCODER -- DECODERDECODER

El f C i i ( 1 f 2 )El f C i i ( 1 f 2 )


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

1. Sender1. Sender Person who formulates, encodes, andPerson who formulates, encodes, and

transmits a messagetransmits a message

2. Receiver2. Receiver Person who receives, decodes andPerson who receives, decodes and

interprets a messageinterprets a message

3. Message3. Message The content of a communicative actThe content of a communicative act

4. Channel4. Channel A medium through which a messageA medium through which a messageis sentis sent

El f C i i ( 2 f 2 )El f C i i ( 2 f 2 )


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

5. Noise5. Noise Anything that interferes with orAnything that interferes with or

distorts the ability to send anddistorts the ability to send and

receive messagesreceive messages

6. Context6. Context The settingThe setting

7. Feedback7. Feedback Information returned to aInformation returned to a

message sourcemessage source

8. Effect8. Effect The communication outcomeThe communication outcome

Th C i i PTh C i ti P


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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 CommunicationBasic Model of the Communication


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ProcessProcess

11 . A message sent by B arrives in Ms sensory. A message sent by B arrives in Ms sensory

world.world.

22 . Ms senses pick up the message, but may also. Ms senses pick up the message, but may alsopick up competing information.pick up competing information.

33 . Bs message is filtered through Ms unique mind. Bs message is filtered through Ms 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 Ms unique mind forms.which Ms 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.

Ch t i ti f C i tiCh r t ri ti f C mm ni ti n


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Characteristics of CommunicationCharacteristics of Communication

1.1. Communication is Dynamic.Communication is Dynamic.

2.2. Communication is Unrepeatable andCommunication is Unrepeatable andIrreversible.Irreversible.

C mm ni ti n B rri r ( 1 f 3 )Communication Barriers ( 1 of 3 )


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

1. Physical barriers1. Physical barriers Time,physicalTime,physical

environment, physicalenvironment, physical

medium of communicationmedium of communication2. Cultural barriers2. Cultural barriers Cultures, subcultures andCultures, subcultures and

dominant culturesdominant cultures

3. Experiential barriers3. Experiential barriers Ive been thereIve been there



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4. Perceptual barriers4. Perceptual barriers Perceptions differ,Perceptions differ,

Conclusions not intendedConclusions not intended

may be drawnmay be drawn

5. Motivational barriers5. Motivational barriers Mental inertiaMental inertia

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



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

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

mirrorsmirrors

9. Nonverbal barriers9. Nonverbal barriers Negative Non verbalNegative Non verbalgesturesgestures

10. Competition barriers10. Competition barriers Competition for theCompetition for thereaders attentionreaders attention

Overcoming BarriersOvercoming Barriers


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Overcoming BarriersOvercoming 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 communicationD. Create lean, efficient messagesD. Create lean, efficient messages

Functions of CommunicationFunctions of Communication


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Functions of CommunicationFunctions of Communication

Helps develop understanding and insightHelps develop understanding and insight

Establish and build meaningfulEstablish and build meaningfulrelationshipsrelationships

-- 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


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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 andEvery interaction has a content dimension and

a relationship dimension.a relationship dimension.3.3. Every interaction is defined by how it isEvery 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 orInteractions are either symmetrical orcomplementary.complementary.

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


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

RejectionRejection Communication that rejectsCommunication that rejects

communication effortscommunication efforts

AcceptanceAcceptance Willingness to receive and respond toWillingness to receive and respond toa messagea message

DisqualificationDisqualification Communication that invalidates aCommunication that invalidates amessage sentmessage sent

The symptom asThe symptom ascommunicationcommunication

The use of an excuse as a reason forThe use of an excuse as a reason fornot wanting to communicatenot wanting to communicate

Axiom Two : Dimensions ofAxiom Two : Dimensions of


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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 andAcknowledgement and

acceptance of anotheracceptance of anotherRejectionRejection Communication that rejectsCommunication that rejects

anothers selfanothers self--conceptconcept

DisconfirmationDisconfirmation Communication that shows aCommunication that shows a

lack of interest in another personlack of interest in another person

Axiom Three : CommunicationAxiom Three : Communication


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Axiom Three : CommunicationAxiom Three : Communication

Communication had no clearly distinguishableCommunication had no clearly distinguishable

starting point or end point.starting point or end point. It is extremely difficult to define what is stimulusIt is extremely difficult to define what is stimulus

and what is response.and what is response.

What is stimulus for one is response for theWhat is stimulus for one is response for the

other.other.

Communication is circularCommunication is circularit 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


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

1. Digital : the word level of communication1. Digital : the word level of communication

2. Analogic : the continuous stream of non2. Analogic : the continuous stream of non--verbalverbal

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

communicated through thecommunicated through the digital systemdigital system,,whereas thewhereas the relationshiprelationship level of the messagelevel of the messagethrough thethrough the analogic systemanalogic system..

While one may lie with words , the nonWhile one may lie with words , the non--verbalverbalsignals 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 Interactions


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Axiom Five : Kinds of InteractionsAxiom Five : Kinds of Interactions

Symmetrical interactionSymmetrical interaction A relationship in which theA relationship in which thebehavior of one person mirrorsbehavior of one person mirrors

the behavior of another personthe behavior of another person

Complementary interactionComplementary interaction Communication in whichCommunication in which

interactants engage in oppositeinteractants engage in opposite

behaviorbehaviorSymmetrical escalationSymmetrical escalation A relationship in whichA relationship in which

individuals compete for controlindividuals compete for control

Rigid complementarityRigid complementarity A relationship characterized byA relationship characterized by

fixed, unchanging rolesfixed, unchanging roles

REFERENCESREFERENCES


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REFERENCESREFERENCES

BoveesBovees Business Communication TodayBusiness Communication Today --

Prentice HallPrentice Hall LesikarsLesikars Basic Business CommunicationBasic Business Communication --

TMHTMH Bell and SmithsBell and Smiths ManagementManagement

CommunicationCommunicationJohn WileyJohn Wiley

Gamble and GamblesGamble and Gambles CommunicationCommunication

WorksWorks --TMHTMH

Communication : An IntroductionCommunication : An Introduction


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Communication - The Basics