The communication process

Communication is a process of exchanging verbal and non-verbal messages. It is a continuous process. Prerequisite of communication is a message. This message must be conveyed through some medium to the recipient. It is essential that this message must be understood by the recipient in same terms as intended by the sender. He must respond within a time frame. Thus, communication is a two way process and is incomplete without a feedback from the recipient to the sender on how well the message is understood by him.

The main components of communication process are as follows:

1.

Context - Communication is affected by the context in which it takes place. This context may be physical,
social, chronological or cultural. Every communication proceeds with context. The sender chooses the message to communicate within a context.

2.

Sender / Encoder - Sender / Encoder is a person who sends the message. A sender makes use of symbols
(words or graphic or visual aids) to convey the message and produce the required response. For instance - a training manager conducting training for new batch of employees. Sender may be an individual or a group or an organization. The views, background, approach, skills, competencies, and knowledge of the sender have a great impact on the message. The verbal and non-verbal symbols chosen are essential in ascertaining interpretation of the message by the recipient in the same terms as intended by the sender.

3.

Message - Message is a key idea that the sender wants to communicate. It is a sign that elicits the response of
recipient. Communication process begins with deciding about the message to be conveyed. It must be ensured that the main objective of the message is clear.

4.

Medium - Medium is a means used to exchange / transmit the message. The sender must choose an
appropriate medium for transmitting the message else the message might not be conveyed to the desired recipients. The choice of appropriate medium of communication is essential for making the message effective and correctly interpreted by the recipient. This choice of communication medium varies depending upon the features of communication. For instance - Written medium is chosen when a message has to be conveyed to a small group of people, while an oral medium is chosen when spontaneous feedback is required from the recipient as misunderstandings are cleared then and there.

5.

Recipient / Decoder - Recipient / Decoder is a person for whom the message is intended / aimed / targeted.
The degree to which the decoder understands the message is dependent upon various factors such as knowledge of recipient, their responsiveness to the message, and the reliance of encoder on decoder.

6.

Feedback - Feedback is the main component of communication process as it permits the sender to analyze the
efficacy of the message. It helps the sender in confirming the correct interpretation of message by the decoder. Feedback may be verbal (through words) or non-verbal (in form of smiles, sighs, etc.). It may take written form also in form of memos, reports, etc.

Communication Barriers - Reasons for Communication Breakdown

There are several barriers that affect the flow of communication in an organization. These barriers interrupt the flow of communication from the sender to the receiver, thus making communication ineffective. It is essential for managers to overcome these barriers. The main barriers of communication are summarized below.

Following are the main communication barriers:

1.

Perceptual and Language Differences: Perception is generally how each individual interprets the world
around him. All generally want to receive messages which are significant to them. But any message which is against their values is not accepted. A same event may be taken differently by different individuals. For example: A person is on leave for a month due to personal reasons (family member being critical). The HR Manager might be in confusion whether to retain that employee or not, the immediate manager might think of replacement because his teams productivity is being hampered, the family members might take him as an emotional support.

The linguistic differences also lead to communication breakdown. Same word may mean different to different individuals. For example: consider a word value. a. b. c. What is the value of this Laptop? I value our relation? What is the value of learning technical skills?

Value means different in different sentences. Communication breakdown occurs if there is wrong perception by the receiver. 2.

Information Overload: Managers are surrounded with a pool of information. It is essential to control this
information flow else the information is likely to be misinterpreted or forgotten or overlooked. As a result communication is less effective.

3.

Inattention: At times we just not listen, but only hear. For example a traveler may pay attention to one NO
PARKING sign, but if such sign is put all over the city, he no longer listens to it. Thus, repetitive messages should be ignored for effective communication. Similarly if a superior is engrossed in his paper work and his subordinate explains him his problem, the superior may not get what he is saying and it leads to disappointment of subordinate.

4.

Time Pressures: Often in organization the targets have to be achieved within a specified time period, the
failure of which has adverse consequences. In a haste to meet deadlines, the formal channels of communication are shortened, or messages are partially given, i.e., not completely transferred. Thus sufficient time should be given for effective communication.

5.

Distraction/Noise: Communication is also affected a lot by noise to distractions. Physical distractions are also
there such as, poor lightning, uncomfortable sitting, unhygienic room also affects communication in a meeting. Similarly use of loud speakers interferes with communication.

6.

Emotions: Emotional state at a particular point of time also affects communication. If the receiver feels that
communicator is angry he interprets that the information being sent is very bad. While he takes it differently if the communicator is happy and jovial (in that case the message is interpreted to be good and interesting).

7.

Complexity in Organizational Structure: Greater the hierarchy in an organization (i.e. more the number
of managerial levels), more is the chances of communication getting destroyed. Only the people at the top level can see the overall picture while the people at low level just have knowledge about their own area and a little knowledge about other areas.

8.

Poor retention: Human memory cannot function beyond a limit. One cant always retain what is being told
specially if he is not interested or not attentive. This leads to communication breakdown.

Overcoming Communication Barriers

1.

Eliminating differences in perception: The organization should ensure that it is recruiting right
individuals on the job. Its the responsibility of the interviewer to ensure that the interviewee has command over the written and spoken language. There should be proper Induction program so that the policies of the company are clear to all the employees. There should be proper trainings conducted for required employees (for e.g.: Voice and Accent training).

2.

Use of Simple Language: Use of simple and clear words should be emphasized. Use of ambiguous words
and jargons should be avoided.

3.

Reduction and elimination of noise levels: Noise is the main communication barrier which must be
overcome on priority basis. It is essential to identify the source of noise and then eliminate that source.

4.

Active Listening: Listen attentively and carefully. There is a difference between listening and hearing.
Active listening means hearing with proper understanding of the message that is heard. By asking questions the speaker can ensure whether his/her message is understood or not by the receiver in the same terms as intended by the speaker.

5.

Emotional State: During communication one should make effective use of body language. He/she should not show their emotions while communication as the receiver might misinterpret the message being delivered. For example, if the conveyer of the message is in a bad mood then the receiver might think that the information being delivered is not good. Simple Organizational Structure: The organizational structure should not be complex. The number of hierarchical levels should be optimum. There should be a ideal span of control within the organization. Simpler the organizational structure, more effective will be the communication. Avoid Information Overload: The managers should know how to prioritize their work. They should not overload themselves with the work. They should spend quality time with their subordinates and should listen to their problems and feedbacks actively. Give Constructive Feedback: Avoid giving negative feedback. The contents of the feedback might be negative, but it should be delivered constructively. Constructive feedback will lead to effective communication between the superior and subordinate. Proper Media Selection: The managers should properly select the medium of communication. Simple messages should be conveyed orally, like: face to face interaction or meetings. Use of written means of communication should be encouraged for delivering complex messages. For significant messages reminders can be given by using written means of communication such as: Memos, Notices etc.

6.

7.

8.

9.

10. Flexibility in meeting the targets: For effective communication in an organization the managers should ensure that the individuals are meeting their targets timely without skipping the formal channels of communication. There should not be much pressure on employees to meet their targets.

How deliver or conduct effective presentation?

1. Know your audience and understand its perspective: Whether your goal is persuasion, or simply to inform,
you need to understand your audience, its level of expertise and how your message will resonate. Crafting a presentation for a group of high school interns would be very different compared to an executive report to management, pitching a sales idea, or addressing a hostile audience about why the company needs to cut benefits.

2. Research thoroughly: You absolutely must be an expert on the subject. Okay, you dont have to be the worlds
leading authority, but you have to know the critical facts as well as much of the little-known information. Just talking about things everybody already knows is a recipe for boredom. Its not at all unusual to spend weeks, or months, getting the facts, alternate opinions and comments from reputable sources as well as what the general community may think.

3. Document your sources: Where you get your information is as important as the information itself. Without solid,
peer-reviewed data, youre just a person with an opinion. The audience, in this exercise, is expecting facts and projections. Your personal opinion may very well be important but it must not be the only thing you present. You wont be listing the sources ad nauseum (you will bore them silly) but you do want to be able to give citations when asked.

4. Write your speech: Off-the-cuff talks are fine if youre on a soap box in a park. In a large room with hundreds of
attendees, you just cant afford that. You might not exactly "read" the speech, but thats certainly not uncommon, especially if youre going to be using a teleprompter. Print the speech in large print so you can easily see it at a glance without appearing to read from it. You want to give the appearance of talking to the audience instead of reading to them, but you also want the words and phrases to be precise and predetermined.

5. Prepare the slide show: If you're going to use a slide show, the visuals you will show to the audience need to be
designed to support what youre saying. Avoid showing a slide that has an inordinate amount of detail the visuals are for impact. A spread sheet with dozens of rows and columns will be basically meaningless. Titles on the slide should reflect the content of the slide and support what youre saying. Do not read the slide! Assume the audience can read. The visuals should support your words, not duplicate them. There are very few things you can do that will have a worse impact than reading what the audience can read on their own. If all youre going to do is put up slides and repeat whats on them, then they dont need you. PowerPoint slides, overhead projectors, blackboards, and whiteboards are "visual aids" and should be treated as such. First, they should be visual, focusing on graphics, illustrations and plots rather than text. If your slides contain large blocks of text--or even a few sentences in bullet points--your audience will spend their time reading instead of focusing on you and the points you want to draw attention to. Second, they should be aids--don't rely on the slides to make the presentation for you. Your speech should have more content than the slides. Don't pack slides too densely. If you put too much information up at once, the audience will lose focus. Have your bullet points have around ten words or less. This is a PowerPoint, not a Power Essay. Don't use too many flashy graphics and animations. They distract attention from the information content of the slides--and they will distract attention away from you, the speaker, and what you are saying. Time your presentation to fit the information. If there is a time limit, be sure you stick to it including time for questions, if that is planned. It is better to pare down the material rather than to rush through it more quickly. Time your visuals to coincide with your speech. Avoid unnecessary or redundant slides such as outlines that describe the presentation to follow.

If you have more material than you can fit in the time limit, push that material onto "extra" slides after the end of your presentation. Those slides might come in handy if, during Q&A, someone asks you for more detail. Then, you will look extra-well-prepared! Make sure the colour schemes of slides are appropriate for the presentation venue. In some situations, dark text on a light background looks best, while sometimes light text on a dark background is easier to read. You might even prepare a version of your presentation in both formats just in case.

6. Rehearse alone: Do this repeatedly. Read your speech and watch your presentation dozens of times. This needs to
be so familiar to you that you know what slide is next; what youre going to say about each one, how you will segue between slides this must be second nature to you. When you begin to get completely bored with doing this and you know it by rote, then youre ready for the next step.

7. Do a dress rehearsal: Enlist some people that you trust to give honest opinions. These should be people that are
reasonably representative of your expected audience. Give them the whole presentation. Have them make notes during the rehearsal where are you confusing; what is particularly good? Have they also concentrated on you: Are you moving around too much; too little? You dont want to appear "hyper" but you also dont want to come across as a monotone statue.

8. Tweak the presentation: Take what you learned in the dress rehearsal and make modifications. Try to put yourself
in the audience when you do this. What will they hear when the slides are on the screen?

9. Prepare yourself: So far, the steps have all been about preparing your presentation. Now, its time to think about
you. Unless you do this for a living, youre going to be nervous. Do some visual imagery of yourself in front of the crowd; doing a perfect job; getting applause, oohs and aahs. Find a quiet spot, close your eyes, and go over the presentation, imagine yourself being completely in control without any stumbling. This is a very, very important step. Professional athletes use this virtually every time before they go out to perform. Its a proven technique.[1] Use it. You should also be doing this immediately before you go on stage.

10. Introduce the presentation: Youve done a great job preparing, you know the material, youve rehearsed,
youve visualized perfection in short, and youre ready. One of the very important things to which you must pay close attention is your physical demeanour. You don't want to look too stiff, and you don't want to look too casual. You should have already gotten the right stance and movement in your dress rehearsal.

11. Present the material: Obviously, this is the meat of the subject. Remember you are the expert. Also remember
you will be nervous. How to avoid "stage fright" varies from person to person (you have heard the "imagine them in their underwear") but one serious tip is to use eye contact. Present to one person then another then another. Dont think of it as a large crowd youre talking to one person at a time. Remember that YOU are the presentation.

12. Question and answer: This is optional, but can be an important way to clarify key points and be certain that your
audience received your message. How to do a Q&A session is worthy of an article in itself but there are a few things you should consider. You must be in control. Some questions will undoubtedly be less than friendly. When you get those, answer them factually and move on. Just dont call on that person again. You also might get "soft" questions that dont really ask anything new be careful with those. Theyre easy and dont deserve a lot of time. Dont dismiss them or brush them off, but dont spend too much time rehashing what youve already said. Answer factually, bring in some new information, and then move on. Open the Q&A with, "before I close, are there any questions". This allows for a strong close and not a presentation that withers away with poor audience participation. When you get a question, first repeat the question to the audience so everyone can hear it, and then proceed to answer.

Take a few seconds to formulate a clear answer before replying to a question. Failing to do so can lead to wandering or vague responses that do not reflect well on you as a speaker.

13. Exit the stage: Thank everyone for their attention; tell them the presentation is available in printed form. If you will
be available for personal consultation, make sure you mention that. Dont spend a lot of time in the exit; youre finished exit graciously.

Definition of communication
Communication is a two-way process in which there is an exchange and progression of ideas towards a mutually accepted direction or goal. For this process to materialise, it is essential that the basic elements of communication be identified. These elements are: 1. Sender/encoder/speaker 2. Receiver/decoder/listener 3. Message 4. Medium 5. Feedback

7 cs
In any business environment, adherence to the 7 cs helps the sender in transmitting his message with ease and accuracy.

1. Credibility
If the sender can establish his credibility, the receiver has no problems In accepting his statement. Establishing credibility is not the outcome of a one-shot statement.it is a long-drawn out process in which the receiver through constant interaction with the sender understands his credible nature and is willing to accept his statements as being truthful and honest.

2. Courtesy
Once the credibility of the sender has been established, attempts should be made at being courteous in expression. In the business world, almost everything starts with and ends in courtesy. Much can be accomplished if tact, diplomacy and appreciation of people are woven in the message.

Example: (a) Jane: you can never do things right. Try working on this project. If you are lucky you may not have to redo it. (b) Jane: this is an interesting project. Do you think you would be able to do it. I know last time something went wrong
with the project, but everyone makes mistakes. Suppose we sat down and discussed it threadbare Im sure you would be able to do wonders. The two statements convey totally different impressions. While the first statement is more accusative, the second is more tactful and appreciative of the efforts put in by the receiver at an earlier stage. The crux of the message in both the statements is the same: you want an individual within an organization to undertake a project. The manner in which it is stated brings about a difference in approach. Further, expressions that might hurt or cause mental pain to the receiver should, as for as possible, be ignored. For this it becomes essential that the I-attitude be discarded in favour of the youattitude. Development of interest in the you will perforce make the other individual also see the point of view of the other. At the time of emphasising the you-attitude, only the positive and pleasant you-issues should be considered. If it is being used as a corrective measure, then the results are not going to be very positive or encouraging.

3. Clarity
Absolute clarity of ideas adds much to the meaning of the message. The first stage is clarity in the mind of the sender. The next stage is the transmission of the message in a manner which makes it simple for the receiver to comprehend. As far as possible, simple language and easy sentence constructions, which are not difficult for the receiver to grasp, should be used.

4. Correctness
At the time of encoding, the sender should ensure that his knowledge of the receiver is comprehensive. The level of knowledge, educational background and status of the decoder help the encoder in formulating his message. In case there is any discrepancy between the usage and comprehension of terms, miscommunication can arise. If the sender decides to back up his communication with facts and figures, there should be accuracy in stating the same. A situation in which the listener is forced to check the presented facts and figures should not arise. Finally, the usage of terms should be nondiscriminatory, e.g. the general concept is that women should be addressed for their physical appearance whereas men for their mental abilities. This, however, is a stereotype and at the time of addressing or praising members of both the sexes, the attributes assigned should be the same. Similarly for occupational references. In the business world almost all professions are treated with respect. Addressing one individual for competence in his profession but neglecting the other on this score because of a so-called inferior profession alienates the listener from the sender.

5. Consistency
The approach to communication should, as far as possible, be consistent. There should not be too many ups and downs that might lead to confusion in the mind of the receiver. If a certain stand has been taken, it should be observed without there being situations in which the sender is left groping for the actual content or meaning. If the sender desires to bring about a change in his understanding of the situation, he should ensure that the shift is gradual and not hard for the receiver to comprehend.

6. Concreteness
Concrete and specific expressions are to be preferred in favour of vague and abstract expressions. In continuation of the point on correctness, the facts and figures presented should be specific. Abstractions or abstract statements can cloud the mind of the sender. Instead of stating: there has been a tremendous escalation in the sales figure, suppose the sender made the following statement: there has been an escalation in the sales figures by almost 50 % as compared to last year. The receiver is more apt to listen and comprehend the factual details.

7. Conciseness
The message to be communicated should be as brief and concise as possible. Weighty language definitely sounds impressive but people would be suitably impressed into doing precisely nothing. As far as possible, only simple and brief statements should be made. Excessive information can also sway the receiver into either a wrong direction or into inaction. Quantum of information should be just right, neither too much nor too little, e.g. In most cases it has been seen that the date of the policy.. Usually the policy date In the first example, the statement is rather long and convoluted. However, the second example gives it the appearance of being crisp, concise and to the point.