Basics of Basics of Communication Communication

Meaning:Meaning:It is a process by which we It is a process by which we exchange meaning, facts, ideas, exchange meaning, facts, ideas, opinion or emotions with other opinion or emotions with other people.people.

The word communicate has been The word communicate has been derived from the Latin word derived from the Latin word ‘‘communicarecommunicare’ which means to ’ which means to share or participate. share or participate.

In some way or the other, knowingly or In some way or the other, knowingly or unknowingly, we are communicating.unknowingly, we are communicating.

The importance of communication is so The importance of communication is so much to the organisation that the much to the organisation that the very survival of the business depends very survival of the business depends on it. on it.

Also it links the various components of Also it links the various components of the organisation to the external the organisation to the external world. world.

Hence, communication is like a glue Hence, communication is like a glue that holds the organisation together.that holds the organisation together.

Importance and growth of Importance and growth of communication:communication:

Growth in the size of organisations.Growth in the size of organisations. Growth of trade unions.Growth of trade unions. Growing importance of human Growing importance of human

relations.relations. Public relations.Public relations. Advancement in behavioural Advancement in behavioural

sciences.sciences. Technological advancementsTechnological advancements

Purpose of Internal communication:Purpose of Internal communication:

Establishing goals and spreading the Establishing goals and spreading the message to the employees by message to the employees by leading, motivating and encouraging leading, motivating and encouraging people to put in their best.people to put in their best.

Purpose of External communication:Purpose of External communication:

It has to be aware of the needs of the It has to be aware of the needs of the customers, availability of the customers, availability of the suppliers, the regulation of the suppliers, the regulation of the Government and the concerns of the Government and the concerns of the society only through effective society only through effective communication.communication.

Process of Process of communication:communication:

SENDER

ENCODING

MESSAGE

CHANNEL

RECEIVER

DECODING

FEEDBACK

Process of Communication:Process of Communication:1.1. Sender: Sender: (Who) The person who (Who) The person who

wants to transmit the message. wants to transmit the message. 2.2. EncodingEncoding: Sender choosing : Sender choosing

certain words or non-verbal cues certain words or non-verbal cues to send a message. It is known as to send a message. It is known as encoding.encoding.

Considerations while encoding:Considerations while encoding:i.i. What to include ?What to include ?ii.ii. How will the receiver understand How will the receiver understand

it ?it ?iii.iii. Will it affect one’s relationship ?Will it affect one’s relationship ?

3.3. Message:Message: (What) A (What) A message is any signal, sign message is any signal, sign or symbol that arouses the or symbol that arouses the response of a receiverresponse of a receiver

It can be It can be Verbal (Written or spoken)Verbal (Written or spoken) Connected with words or Connected with words or

use of words.use of words. Non verbal (Silence, Non verbal (Silence,

yawns, appearance etc).yawns, appearance etc).

4. 4. Channel:Channel: (How) Electronic (How) Electronic media, printed words, graphs media, printed words, graphs or by sound (Write and speak).or by sound (Write and speak).

Choice depends uponChoice depends upon Inter relationship between the Inter relationship between the

sender and the receiver.sender and the receiver. DistanceDistance UrgencyUrgency Number of receiversNumber of receivers Cost involvedCost involved Quantity of information.Quantity of information.

5. 5. Receiver:Receiver: Any person to Any person to whom the message is directed whom the message is directed is known as a receiver.is known as a receiver.

6 . 6 . Decoding:Decoding: Attaching Attaching meaning to the words read or meaning to the words read or heard by the receiver is called heard by the receiver is called as decoding.as decoding.

Accuracy of decoding depends Accuracy of decoding depends upon the individual experience upon the individual experience of the receiver.of the receiver.

6. 6. Feedback:Feedback: Receivers response Receivers response or reaction to the or reaction to the communication sent by the communication sent by the sender is feedback.sender is feedback.

Whatever the response of a Whatever the response of a receiver to a sender is feedback. receiver to a sender is feedback. No response is also a feedback.No response is also a feedback.

It is an important component of It is an important component of communication process because communication process because ultimately the success or failure ultimately the success or failure of communication is decided of communication is decided based on the feedback received. based on the feedback received.

Dimensions of communication:Dimensions of communication:Every organisation follows a certain Every organisation follows a certain

hierarchy. So from the point of view hierarchy. So from the point of view of direction or flow of communication of direction or flow of communication we say that there are in all four we say that there are in all four kinds of movement.kinds of movement.

Communication in an organisation is Communication in an organisation is multidimensional or multidirectionalmultidimensional or multidirectional

Downward Downward Upward Upward Horizontal/Lateral Horizontal/Lateral Diagonal or Crosswise Diagonal or Crosswise

Barriers in Barriers in Communication:Communication:

Noise:Noise: Interference that occurs in a signal Interference that occurs in a signal

and prevents you from hearing sounds and prevents you from hearing sounds properly.properly.

Wrong interpretation of the message Wrong interpretation of the message by the receiver is also known as noise.by the receiver is also known as noise.

Noise can beNoise can be

- Physical- Physical

- Physiological- Physiological

- Psychological. - Psychological.

Lack of PlanningLack of Planning Semantic problems:Semantic problems: Semantics is the systematic Semantics is the systematic

study of meaning. study of meaning. Cultural differencesCultural differences Wrong assumptionsWrong assumptions Socio-psychological barriersSocio-psychological barriers EmotionsEmotions FilteringFiltering

Information overloadInformation overload Poor listeningPoor listening Poor retentionPoor retention

Tips for effective Tips for effective communication:communication:

Clarity of purposeClarity of purpose Use of symbolsUse of symbols Focusing on the needs of the receiverFocusing on the needs of the receiver Use of feedbackUse of feedback ListeningListening

Controlling of emotionsControlling of emotionsElimination of noiseElimination of noiseClarifying assumptionsClarifying assumptionsAvoidance of ambiguitiesAvoidance of ambiguitiesCompleteness of messageCompleteness of messageConciseness of expressionConciseness of expressionProper use of body Proper use of body

language.language.

Means/Media and types of Means/Media and types of communicationcommunication

Media/Meansof

Communication

Verbal Non-verbal

Oral communication

Written communication

Sign language

Body language

Visual signs

Audio signs

Verbal communicationVerbal communication

The word verbal means related The word verbal means related with words and the use of words.with words and the use of words.

Words are the most powerful set Words are the most powerful set of symbolsof symbols

Words may be spoken or writtenWords may be spoken or written

Spoken communication or Spoken communication or communication employing speech communication employing speech is known as oral communication. is known as oral communication.

Oral and Written communication:Oral and Written communication: Oral communication comes Oral communication comes

spontaneously and naturally spontaneously and naturally whereas written communication whereas written communication requires a lot of effort. requires a lot of effort.

Whatever has been written, Whatever has been written, unless destroyed becomes unless destroyed becomes permanent.permanent.

Words spoken are likely to be Words spoken are likely to be forgotten and hence written forgotten and hence written communication is a must.communication is a must.

Oral communication:Oral communication: Provides quick Provides quick

feedback.feedback. Builds up friendly and Builds up friendly and

co-operative spirit.co-operative spirit. Effective tool of Effective tool of

persuasion.persuasion. Saves time.Saves time. Listeners memory Listeners memory

should be good.should be good. In the absence of In the absence of

record, oral messages record, oral messages have no legal validity.have no legal validity.

Unclear messages Unclear messages may be may be misunderstood.misunderstood.

Written communication:Written communication: It provides records, It provides records,

references, etc. for references, etc. for decision making.decision making.

Legal defences.Legal defences. Clear guidelines for Clear guidelines for

working of the working of the organisationorganisation

Responsibility can be Responsibility can be easily assigned.easily assigned.

Ineffective if given in Ineffective if given in the hands of people the hands of people with poor expression.with poor expression.

Absence of Absence of immediate immediate clarification.clarification.

Listening as a Listening as a communication tool:communication tool:

A normal human being spends his A normal human being spends his waking hours as follows: waking hours as follows: Writing – 9% Speaking Writing – 9% Speaking – 30% Reading – 16% – 30% Reading – 16% Listening – 45%Listening – 45%

No oral communication can be No oral communication can be effective without proper listening. effective without proper listening. The recipient of the message must The recipient of the message must be attentive and receptive. be attentive and receptive.

Poor listening may defeat the very Poor listening may defeat the very purpose of oral communication.purpose of oral communication.

Effectiveness of Effectiveness of listening:listening:

Listening is different from hearing. Listening is different from hearing. In hearing we don’t have to make In hearing we don’t have to make any effort. But for listening we any effort. But for listening we have to train our ears and ask have to train our ears and ask ourselves why we should listen.ourselves why we should listen.

Listening can beListening can be DiscriminativeDiscriminative Evaluative Evaluative Appreciative Appreciative EmphaticEmphatic

a.a. Stop talkingStop talking

b.b. Put the speaker at easePut the speaker at ease

c.c. Indicate by gesture and posture your Indicate by gesture and posture your interest in listeninginterest in listening

d.d. Shut out distractionsShut out distractions

e.e. Emphatise with the speakerEmphatise with the speaker

f.f. Listen attentively and patientlyListen attentively and patiently

g.g. Be politeBe polite

h.h. Participate genuinely in the Participate genuinely in the discussions.discussions.

Tips for effective listening:Tips for effective listening:

Non-verbal Non-verbal communication:communication:

Any communication without the use of Any communication without the use of words is known as non-verbal words is known as non-verbal communication.communication.

Sign LanguageSign Language: From time immemorial : From time immemorial man has been using visual signs to man has been using visual signs to convey messages. E.g. Pictures, convey messages. E.g. Pictures, drawings, sound etc.drawings, sound etc.

“ “A PICTURE IS WORTH A THOUSAND A PICTURE IS WORTH A THOUSAND WORDS”.WORDS”.

It is said that words often fail to convey It is said that words often fail to convey the exact meaning, a drawing or a the exact meaning, a drawing or a picture makes a concrete impression.picture makes a concrete impression.

Visual Signs: An organisation often Visual Signs: An organisation often make use of visual signs such as make use of visual signs such as posters, drawings, photographs, posters, drawings, photographs, cartoons, caricatures, statues, etc, cartoons, caricatures, statues, etc, to convey messages for general to convey messages for general information or purpose.information or purpose.

Maps and Diagram – PresentationMaps and Diagram – Presentation

Colour Pictures – Tourism, Hotel Colour Pictures – Tourism, Hotel and Motel Industries.and Motel Industries.

Most of the visual signs speak a Most of the visual signs speak a universal language understood by universal language understood by people all over the world. people all over the world.

Audio or Sound Audio or Sound signals:signals:

Since the beginning of Since the beginning of civilization sound signals have civilization sound signals have been used to send messages. been used to send messages.

Ex. Drum beating in the initial Ex. Drum beating in the initial days is replaced by hooters, days is replaced by hooters, fire alarm, accident alarm, fire alarm, accident alarm, machine breakdown alarm, machine breakdown alarm, sirens etc. in modern days.sirens etc. in modern days.

Body languageBody languageMan does not communicate Man does not communicate

through words alone – speaking, through words alone – speaking, writing etc.writing etc.

There are various other ways to There are various other ways to communicate and body plays a communicate and body plays a major role.major role.

The study of communication The study of communication through body is called KINESICS through body is called KINESICS which means body movements.which means body movements.

Body language is the expression of Body language is the expression of our feelings and status. our feelings and status.

All our bodily movements, All our bodily movements, gestures, postures, etc. are gestures, postures, etc. are guided by our feelings and guided by our feelings and thought processes. thought processes.

Just as language uses sets of Just as language uses sets of symbols to convey meaning, our symbols to convey meaning, our body, consciously or body, consciously or unconsciously conveys moods, unconsciously conveys moods, attitudes, etc.attitudes, etc.

Psychologists say that Psychologists say that By reading the signals sent out by By reading the signals sent out by

ones body, we can tackle the issues ones body, we can tackle the issues at work and at home before they at work and at home before they become problem.become problem.

Face: Face is the index of mind.Face: Face is the index of mind. Eye contact: Indicates confidence, Eye contact: Indicates confidence,

respect for others, etc.respect for others, etc. Gestures: Pounding fist – Anger,Gestures: Pounding fist – Anger, Arms spread wide – Arms spread wide –

happinesshappiness Shuffling of legs – Shuffling of legs –

Nervousness.Nervousness.

Head: Hold your head high. It’s a Head: Hold your head high. It’s a sign of honour and self respect, sign of honour and self respect, confidence and our interest in the confidence and our interest in the person before us.person before us.

Body shape and structure: Body shape and structure:

Our body shape and structure Our body shape and structure affect the way we think about affect the way we think about ourselves and how we relate to ourselves and how we relate to others and others relate to us.others and others relate to us.

We have to take care that our body We have to take care that our body does not send out wrong signals.does not send out wrong signals.

Para-languagePara-languageParalanguage means like language. Paralanguage means like language.

It is very closely related to verbal It is very closely related to verbal communication but, actually non-communication but, actually non-verbal communication.verbal communication.

While verbal communication While verbal communication consists of ‘what’ or the content, consists of ‘what’ or the content, paralanguage involves ‘how’ of a paralanguage involves ‘how’ of a speaker’s voice or the way in speaker’s voice or the way in which he speaks.which he speaks.

a.a. Voice: Voice is the first signal Voice: Voice is the first signal that we receive or use.that we receive or use.

It determines the speakers It determines the speakers sex, background, education, sex, background, education, training, etc.training, etc.

Human voice does a Human voice does a satisfactory job as it conveys satisfactory job as it conveys the meaning of the message. the meaning of the message. The clearer the voice the more The clearer the voice the more effective the communication.effective the communication.

i.i. Pitch variationPitch variation

ii.ii. Speaking speedSpeaking speed

iii.iii. PausePause

iv.iv. Volume variation: volume Volume variation: volume variation puts life into our variation puts life into our speaking.speaking.

v.v. Non-fluenciesNon-fluencies

b. Word stress: Proper word b. Word stress: Proper word stress is very important in stress is very important in verbal communication.verbal communication.

Space Language/ Space Language/ ProxemicsProxemics

Space language refers to the gap Space language refers to the gap between the sender and the between the sender and the receiver.receiver.

The study of how we communicate The study of how we communicate with the space around us is called with the space around us is called proxemics or space language.proxemics or space language.

Depending upon the distance Depending upon the distance between the sender and the between the sender and the receiver the space language can be receiver the space language can be identified as follows: identified as follows:

Intimate – Physical contact to 18 Intimate – Physical contact to 18 inches.inches.

Only very special people enter this Only very special people enter this area. This space is suitable for area. This space is suitable for highly confidential conversation highly confidential conversation and decision regarding sensitive and decision regarding sensitive matters. matters.

Personal – 18 inches to 4 feetPersonal – 18 inches to 4 feet

Normal conversation takes place Normal conversation takes place and communication is more and communication is more relaxed and casual.relaxed and casual.

Social – 4 feet to 12 feetSocial – 4 feet to 12 feet This space is used mainly for This space is used mainly for

formal purposes and the formal purposes and the relationship within this circle is relationship within this circle is more of an official nature. Here, more of an official nature. Here, communication is dominated by communication is dominated by reason and planning for the reason and planning for the business.business.

Public – 12 feet and abovePublic – 12 feet and above Occasion here may be to make Occasion here may be to make

important announcements or to important announcements or to address a large number of people.address a large number of people.

Time Time Language/Chronemics:Language/Chronemics:

Through time language we send Through time language we send out messages to others by out messages to others by showing them what time means showing them what time means to us.to us.

“ “ TIME IS MONEY”.TIME IS MONEY”.Business community all over the Business community all over the

world knows the value of time world knows the value of time and how crucial it is in terms of and how crucial it is in terms of productivity.productivity.

While people in the West are While people in the West are time conscious and attach time conscious and attach the highest importance to the highest importance to punctuality, people in the punctuality, people in the East have a more relaxed East have a more relaxed approach to time. approach to time.

Touch language/Haptics:Touch language/Haptics:

It is communication through touch. It is communication through touch.

How we use touch sends important How we use touch sends important messages about us.messages about us.

It reveals our perceptions of status, It reveals our perceptions of status, our attitudes and even our needs. our attitudes and even our needs.

The amount of touching we do or The amount of touching we do or find acceptable is at least in part find acceptable is at least in part culturally conditioned.culturally conditioned.

Environment:Environment:

Calm situationCalm situation facilitiesfacilities No of peopleNo of people

AssignmentAssignment

Business etiquette:Business etiquette: - Dressing.- Dressing.

- Dining.- Dining.

- Meeting and Greeting.- Meeting and Greeting.

- Expected office behaviour: - Expected office behaviour:

i.i. Smoking.Smoking.

ii.ii. Dealing with people Dealing with people

iii.iii. handling office equipments.handling office equipments.