Defining communication- It is derived from the word communis

Which in Latin means common. It stands for the common activity of

human beings of conveying opinions feelings or information etc.
Communication is a process of passing information and understanding from one person to another. ____ Keith Davis
Communication is any behaviour that results in an echange of meaning
The American Management Association
Communication is the process by which information is passed between individuals and!or organi"ations by means of
previously agreed symbols
Peter Little
#. Information $ource% $ender& person who transmits the message
'. (ncoding% )uts it into words or symbol
*. Channel% +ral& written& electronic signal etc.
,. -ecoding % .eceivers interpretation
/. 0eedbac1 % acting on communication
2. 3oise % It can be described as any sort of distortion hindrance&
which prevents transmission of message.
4. 0ilters % 5hese are mental in nature
Classification Of communication
#. Interpersonal
'. Interpersonal
*. 6roup
sender
media
message
receiver
message
Information
source
(ncoding
Channel
-ecoding -estination
0eedbac1
Shanon-Weaver Model
3oise
7ow Communication ta1es place
$ource creates
message
$elects Channel
$ends
message
0ilters
(perience
8nowledge
feelings
.eceiver
6ets
message
Interprets
feedbac1
#
' *
,
/
2
3oise
,. 9ass
/. :erbal
2. 3onverbal
Importance of Communication
#. Healthy Organisational environmentCommunication is to organisation as blood is to human body.In an
organisation many people from different bac1ground wor1 together as well as interact with outer agencies.
Communications through perfect co-ordination binds them and is an effective tool in reaching the goals.
#. Management- employee relationship% Communication helps the employees and the management to develop lin1s
for better mutual understanding and encourage each other to achieve their self-interest.
#. Eternal and Internal Communications !et"or#;Communication between management and employee is
internal communication. It helps in the growth of the company as many secret and often embarrassing incidence are
1ept within the company and are not lea1ed to the media to avoid a negative image. <rea1downs and other =ob
assignment are reported on time and changes are done accordingly. 5hus the business thrives.similarly in eternal
communications information about the product studies and mar1et analyses flows easily resulting into growth.with
growing number of branches of business houses all over the world the communication becomes the most effective
tool in management.
,. $unctionalisation% division of wor1 into different 1inds of duties is called functinalisation.it leads to specialisation
5rainings with $pacialised wor1ers li1e engineers& scientists &accountants etc. help in the growth of business.
/. Helps to ease out the compleity of %usiness;In a company& planning&finance& accounts& purchase& production&
advertising& mar1eting& store& sales& labour-welfare& cultural activities& are all handled by people who have uni>ue s1ills and
1nowledge.all these different departments collaborate to mange the business effectively through communications.
2. Solving la%our pro%lems& 9ore employees are conscious of their rights than before.5hey are organised into trade
unions.5hrough effective communications between organisation and trade unions many loc1outs and stri1es are prevented.
'( $or gro"ing as multinationals;It helps in the epansion of business beyond boundaries& as well as in understanding
legal& political social& economic and educational environment.hence with globalisation the importance of communications
has increased many folds.
?. Helps in competition -- It is generally seen that the product which is promoted more efficiently is the leader in the
mar1et.@ company which 1eeps its communication lin1s open with itAs customers through proper feedbac1 has the chance
of evolving better than others.
B. It helps in %etter participation ) delegation% )articipative mangers communicate better with its employees. 5hey as1
and give opinions& views and suggestions with others and wor1 together as a team. -elegations means giving the rights of
O%*ectives + ,urpose of communication
Information
)ersuasion
Channels of Communication
-ownwardC 0rom 5op to <ottom e.g.. Instructions& orders& training&
advice&motivation& counseling& warning
'. Dpward C 0rom <ottom to top e.g re>uest& application& appeal&
demand& representation& complaint& suggestion
*. 7ori"ontal C among colleagues e.g. grapevine& gossip etc.
,. -iagonal C @mong all e.g.suggestions bo& complaint bo
wor1ing n an independent atmosphere to a certain prescribed limits.this provides a sense of involvement and satisfaction to
the wor1ers and raises their moral.
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@n effective comm. is the 1ey of sure success in the modern world. 5he increasing specialisation and the epansion and
compleity of todayAs trade fare have also brought a revolution in the system of comm. @n epert in the field of
management or business can survive only if he develops his communicating s1ills. 7e must 1now how to communicate
with the new technical and speedy devices. @n efficient management eecutives spend more than BEF of his time in
communicating with the ban1s& transport agencies& government officials& legal advisors& insurance companies& eperts&
customers and fellow employees. 6ood comm. does not occur accidentally but needs lot of hard wor1 to develop it.
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(ssentials of good communication areG
H ,ositive and pleasant approach % 5his approach goes a long way in establishing good relations with others. 5here
are many occasions when a person has to disagree& refuse& or bear other peopleAs negativity and temper. <ut to
handle all these with sugar coated words or tactfully without brea1ing the good will of the opposite party reflects
your positive approach and establishes your goodness in the business circle.
H -ppropriate tone. pitch. /uality. force and intensity of voice & +ne must ensure to sound natural& friendly&
sincere& pleasant& or authoritative as the situation demands. @ good control over your voice is a hallmar1 of essential
communication.
H Self confidence & Lac1 of self confidence can be a critical barrier to effective communication. $elf confidence is a
must to communicate your achievements and capabilities.
H Organised message % 5he message must consist of an introduction& a body and a conclusion. It should follow a
proper order and a definite movement. @void being repetitive.
H ,roper selection and use of media % 5he choice of media available areC audio-visual& non verbal& oral and written.
We must choose the right media depending on the circumstances. We must also pay attention to the right mode of
transmitting our communication.
H ,roper selection and use of the channels & It is essential that we follow a proper channel of communication .they
are grouped in upward& downward& vertical& and hori"ontal. 6rapevine is an informal channel of comm. which
spreads in any direction.
H -dapta%ility and attentiveness %
@daptability means getting used to the circumstances and adapting the intellectual& academic& and linguistic
atmosphere. 5his results in faster comm. In todayAs comple and global world adaptability is an essential factor in effective
communication. @ttentiveness means to 1eep your eyes& ear and mind open to new ideas 1nowledge. 5here cannot be
effective comm. unless the sender and the receiver are attentive to each other. 6ood listening s1ills are highly useful in
paying attention.
H 01ou2 factor & +ur comm. is effective only when we spea1 from the receiverAs point of view. It should be
organised in such a way that it should appeal to the interest of the receiver. hence we must use IJouA much more
that the use of IIA or we. 5he word you is magnetic and highly effective in both the oral and written comm.
H 3ime factor - $peed and timeliness contribute significantly to the effectiveness of comm. In todayKs organisation
goals are set to be achieved within a time frame. Long speeches that stretch beyond their allotted time loose their
force and get diluted. 5he timing of the communication also is of great importance. 7ow a particular news is to be
handled and when it is to be communicated ma1es a lot of difference to the organisation.
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H $(:(3 CA$ +0 C+99D3IC@5I+3 %
0rancis L <ergin advocates that there are 4 Cs to a
successful oral and written communication they are %
H Candidness
H Clarity
H Completeness
H Conciseness
H Concreteness
H Correctness
H Courtesy
$(:(3 Cs +0 C+99.
H C-!DID!ESS % It means honest and sincere. +ur guiding principle should be fairness to self and to others
involved. In oral comm. If we are honest then we are confident& which is of great importance in your
communication.
H C4-5I31 % 5he principal of clarity is most important in all communication. 5o be clear means to use words
which are accurate and familiar with proper stresses and pauses. +ur spo1en language should consist of short
sentences and clear words.
H COM,4E3E!ESS % Clarity is ensured by completeness of message. In conversation or presentation one can miss
some part of comm. It is therefore& essential that oral presentations& discussions or dialogues should be as far as
possible& planned and structured.
H CO!CISE!ESS % 5his means brief. We should say whatever we have to say in minimum words. We should avoid
being repetitive.
e. @t this point of time M now& at presentN
@s regards the fact that MConsideringN
In due course of time MsoonN
not very far from here MnearbyN
H CO!C5E3E!ESS -- 5his means definitive +r specific. @void using vague words and passive voice. e.- We
donAt say Iyou are being re>uested by meA but I re>uest you to always use right words to strengthen your point of
view.
H CO55EC3!ESS % In spo1en form of comm. 6rammatical errors are somewhat common. <ut you have to be
perfect in the written comm. @s they are easy to spot and gives a bad impression.
H CO653ES1 %Courtesy demands that we do not use words that are insulting or hurtful to the listener. In
conversational situations& an effective decorum is to be maintained. We should not be rude and should not use
words of abuse or insult li1e <loody or my footO or shit which are common slang being used by many people.
+ur tone should be of respect or authority as the situation demands.
Characteristics of successful communication
@ccording to 0rancis L <ergin the seven CAs of successful
communications are;
#. Candidness ! Consideration% In business our views should be 7onest& sincere& and unbiased.
0ocus on IJouA instead of IIA or IWeA
$how audience benefit or interest in the reciever
emphasi"ePpositive& pleasant facts
'. Completeness
)rovide all necessary information
@nswer all >uestions as1ed
6ive something etra& when desired
*.Clarity
Choose precise& concrete& and familiar words
Construct effective sentences and paragraph
,. Conciseness
(liminate wordy epression
Include only relevant material
@void unnecessary repetition
/. Concreteness
Dse specific facts and figures
)ut action in your verbs
Choose vivid& image-building words
2. Courtesy;
<e sincerely tactful& thoughtful& and appreciative
Dse epressions that show respect
Choose nondiscriminatory epressions
4.Correctness
Dse right level of language
Chec1 accuracy of figures& facts and words
9aintain acceptable writing mechanics
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Communication is never perfect. 3umber of factors are responsible which stands in the way of complete
communication. 5hese are called barriers. 5hus the factors which prevents in eact transmitting of the message are
barriers to communication.
H )7J$IC@L& (Q5(.3@L +. 9(C7@3IC@L <@..I(.$G--R -(0(C5$ I3 57( 9(-ID9 % eternal defects
in some mediums li1e& telephone& postal system& courier service or even electronic media may fail or brea1 down
due to mechanical faults.
H 3+I$( % It interferes with the transmission of the signal. these disturbances are in the form of sounds& visual& audio
visual& written etc. <ad microphone& noise of machine& loud stereo& poor connectivity of phones& wee1 signals bad
handwriting etc. are some of the eamples.

H 5I9( @3- -I$5@3C( -- 5he fre>uency of communication affects relation ships in the organisation this could be
due to wor1ing in different shifts. 5he delay is caused in comm. +ften due to some person stic1ing to strict routine.
-istance acts as a barrier due to improper sitting arrangements in the offices. )artitions of the cabin and lac1 of
intercom disturbs the comm.
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H L@C8 +0 C+99+3 L@36D@6( % If the communicator and receiver belongs to different groups their
ignorance of each others language acts as barrier to communication.
H L@C8 +0 6.@99@5IC@L 83+WL(-6( @3- )++. :+C@<DL@.J% (nglish is one language which has
words with multiple meaning. )oor 1nowledge of (nglish is one of the biggest factors of miscommunication.
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H @55I5D-($ @3- :@LD($ % 5he messages are interpreted by the people in terms of their attitude and values.
$elf interest prevents people to see others point of view .If the message runs contrary to their view they distort it.
H -I00(.(35 )(.C()5I+3$ +0 .(@LI5J % 9an prefers to believe what he prefers to be true. two people have
different t perception of life. it could be due to diff. physical senses of hearing& sight& taste smell etc. . 7ence we see
or hear according to our abilities.
H 0IL5(.I36 % It is the process of reducing the details or aspects of a message according to the receivers
understanding of the situation
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H $5@5D$ <L+C8 % status is the position or social ran1 of a person in a group. people in senior position mostly
have the attitude of II 1now better than youK. this acts as barrier. status consciousness often is directly proportional
to lac1 of information.
H CL+$(- 9I3- % Limited intellectual bac1ground& reading causes a persons mind to be narrow. this limits the
ability to communicate better.
H )++. C+99D3IC@5I+3 $8ILL$. % lac1 of s1ill in writing and spea1ing prevents a person from framing a
message properly. bad listening also results in a communication gap.
H 7@L+ (00(C5 @3- 6.+D) I-(35I0IC@5I+3 -- this is the effect due to a persons trust . We tend to believe in
everything if it is coming from a person of trust.
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H (ach nation has a character of itAs own they have different set of values and follow a diff. culture. communication
becomes difficult when you are in the company of foreigners. $ome of the factors affecting communication in such
case are %
H :alues
H $ocial relationship
H Concept of time
H Concept of space
H <ody languageS non verbal behaviour
H )aralanguage.
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3he "ord non ver%al means not involving "ords or speech( 3hus it is a "ordless communication through the
medium of gestures . signs. %ody movements. facial epression. tone of voice. colour. time.
Space etc(
the ver%al and non ver%al together form the total meaning of the message communicated
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#. Jawning
'. 5urning Dp the nose
*. Crossing the legs above the 1nee
,. $itting on the edge of a chair
/. .ubbing the nose
2. $cratching the head .aising an eyebrow
4. Crossing the arms at the chest
?. <iting the lower lip
B. crac1ing the 1nuc1les
#E. $tro1ing the chin
##. 5apping a foot
#'. )inching the bridge of the nose
#*. )unching a clenched fist into the palm
#,. .ubbing the eyes
#/. )lacing the hands on the hips
#2. 6iving a sidelong glance
#4. )ointing the inde finger
#?. 5ugging at the pants while seated
#B. $hrugging the shoulders
'E. Cupping the mouth with hands 0idgeting in a chair
'#. Clic1ing the fingers
''. )lacing both hands on the chest
'*. )lacing the feet on the table
!egative gestures
Signs of nervousness Signs of -ggressiveness
Staring
,ointing at someone
Sho"ing a fist
$olding %oth arms
7ands in poc1ets
$cratching
<iting nails
6lancing sideways
-rumming fingers
Clearing your throat too often
5apping your foot
$itting on the edge of the chair
0iddling with tie or hair
$pea1ing too fast or haltingly
<lin1ing a lot
Clic1ing pens
)laying with paper weights
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DE$I!I3IO!% It is also called verbal communication. It is the interchange of verbal messages between sender and
receiver. It is more immediate than written communication and used more often. It is also more natural and informal
according to statistics 4EF of our wa1ing time is spent communicating and out of this total 4/F is spent on listening
and spea1ing. It is therefore etremely important that for being a good manager we need to learn these two s1ills
effectively.
!EED $O5 7OOD O5-4 S8I44S% It is not enough for a manger to tal1& spea1& discuss& converse& argue& or
negotiate an issue. 7e should be able to converse or discuss persuasively& effectively& and convincingly.
It is said that it does not matter what you say& what matters is how you say it. @ good manager needs oral s1ills to%
5o help problem solving
5o resolve conflict
5o influence people
5o persuade others
5o be assertive without being aggressive
5o develop listening s1ills
5o be an affective negotiator
5o ma1e a proposal
+<L(C5I:($ %@ manager performs the maimum of oral comm. his duties involve meetings& discussion& negotiations&
seminars& presentations&interviews& peer conversation& subordinate instructions and telephonic conversation.@ll these
business activities involve s1illful control of tone& voice& pitch& and precise use of words.
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O5-4
H more personal and informal
H ma1es immediate impact
H )rovides opportunity for interaction and feedbac1
H 7elps in immediate correction
H <etter for conveying feelings and emotions
H -emands ability to thin1 coherently
H @ word once uttered can be ta1en bac1
H 7ard to control voice pitch and tone especially under stress& ecitement or anger
H :ery difficult to be conscious of our body language
H
W5I33E!
<etter for comple and difficult sub=ects& facts etc.
<etter for 1eeping records
)rovides opportunity to refer bac1
Can be read at receiverKs convenience
Can be revised before sending
Can be circulated
3ever 1now if the message is ever read
Impersonal an remote
Immediate feedbac1 is not available
.eader does not get the non verbal cues that help in total interpretation
9any do not li1e reading at all
5ime consuming
CH-5-C3E5IS3ICS O$ E$$EC3I9E COMM(
5he main characteristics of effective oral communication are %
H Consider the ob=ectives
H 5hin1 about the interest level of the communicator
H <e sincere
H Dse simple language& familiar words
H <e brief and precise
H @void being vague and general
H 6ive full facts
H @ssume nothing
H Dse polite words
H Cut out insulting message
H $ay something interesting and pleasing
H @llow time to respond
H <e a good listener
!egotiating S#ills
What is negotiation:
It is any form of meeting or discussion in "hich you or the persons you are in contact "ith use argument and
persuasion to achieve an agreed decision or action(
It is the process of trying to reach an agreement through discussion(
!egotiation is to %argain for mutually agreed echange %y using persuasion and discussion(
,ersuasion
,ersuasion is perhaps one of the most important s#ill "hich is very useful in negotiations(It compromises a
range of s#ills for convincing other people of the need to accept or agree to a course of action(It is not *ust one
s#ill %ut a com%ination of s#ills- attitude. psychology. language. tone. %ody language. and so on(some of the
strategies to %e follo"ed "hile negotiating are-
,lan your discussion
Set a gentle tone;avoid confrontational tone<
Sell the sunny side first( Start "ith positive note
-lter accordingly;give some concession<
Develop a dialogue+avoid compulsive tal#ing
4isten carefully+evaluate the pros ) cons<
Don2t as# silly /uestion+don2t stretch the discussion
3a#e a %rea# "hen the deadloc# arrives
Emphasise on other party2s %enefit
-ppreciate other party2s co-operation