COMMUNICATION

SKILLS
 Communication

 Communication is a process whereby meaning

is defined and shared between living
organisms.
 Human Communication
 Non-Human Communication

Harshal P Borgaon - RCU, Belagavi 17-02-2011 2

 Human Communication

 Human spoken and picture languages can be

described as a system of and the grammars
by which the symbols are manipulated.
 Language
 Verbal & Non-Verbal Communications

Harshal P Borgaon - RCU, Belagavi 17-02-2011 3

 Nonverbal Communication

 Nonverbal communication describes the

process of conveying meaning in the form of
non-word messages through

e.g. gesture, body language or posture; facial

expression and eye contact

Harshal P Borgaon - RCU, Belagavi 17-02-2011 4

 Visual communication

 Visual communication is the conveyance of

ideas and information through creation of
visual representations. Primarily associated
with two dimensional images.
 it includes: signs, typography, drawing,
graphic design, illustration, colours, and
electronic resources, video and TV.

Harshal P Borgaon - RCU, Belagavi 17-02-2011 5

 Oral communication

 Oral communication, while primarily referring

to spoken verbal communication, typically
relies on both words, visual aids and non-
verbal elements to support the conveyance of
the meaning.
 Oral communication includes discussion,
speeches, presentations, interpersonal
communication and many other varieties.
 body language and voice tonality
Harshal P Borgaon - RCU, Belagavi 17-02-2011 6
 Nonhuman communication

 Animal communication can be defined as any

behaviour of one animal that affects the
current or future behaviour of another animal

Harshal P Borgaon - RCU, Belagavi 17-02-2011 7

Communication Cycle

Harshal P Borgaon - RCU, Belagavi 17-02-2011 8

Communication Cycle (Contd.)

Harshal P Borgaon - RCU, Belagavi 17-02-2011 9

Communication Cycle (Contd.)

 The steps between a source and a receiver

that result in the transference and
understanding of meaning

Harshal P Borgaon - RCU, Belagavi 17-02-2011 10

Communication Cycle (Contd.)

Harshal P Borgaon - RCU, Belagavi 17-02-2011 11

 Types Of Channels
 Formal Channels
Are established by the organization and transmit
messages that are related to the professional
activities of members
 Informal Channels
Used to transmit personal or social messages in
the organization. These informal channels are
spontaneous and emerge as a response to
individual choices.

Harshal P Borgaon - RCU, Belagavi 17-02-2011 12

 Communication Noise

 Environmental Noise:
Noise that physically disrupts
communication.
 such as standing next to loud speakers at a
party, or the noise from a construction site
next to a classroom making it difficult to hear
the professor.

Harshal P Borgaon - RCU, Belagavi 17-02-2011 13

Communication Noise (Contd.)

 Physiological-Impairment Noise:
Physical maladies that prevent effective
communication
 such as actual deafness or blindness
preventing messages from being received as
they were intended.

Harshal P Borgaon - RCU, Belagavi 17-02-2011 14

Communication Noise (Contd.)

 Semantic Noise:
Different interpretations of the meanings
of certain words.
 For example, the word "weed" can be
interpreted as an undesirable plant in your
yard
or
 “weeds” can be interpreted as a widow’s
mourning apparel.
Harshal P Borgaon - RCU, Belagavi 17-02-2011 15
Communication Noise (Contd.)

 Syntactical Noise:
Mistakes in grammar can disrupt
communication
 such as abrupt changes in verb tense during a
sentence.

Harshal P Borgaon - RCU, Belagavi 17-02-2011 16

Communication Noise (Contd.)

 Organizational Noise:
Poorly structured communication can
prevent the receiver from accurate
interpretation.
 For example, unclear and badly stated
directions can make the receiver even more
lost.

Harshal P Borgaon - RCU, Belagavi 17-02-2011 17

Communication Noise (Contd.)

 Cultural Noise:
Stereotypical assumptions can cause
misunderstandings.
 such as unintentionally offending a non-
Christian person by wishing them a "Merry
Christmas".

Harshal P Borgaon - RCU, Belagavi 17-02-2011 18

Communication Noise (Contd.)

 Psychological Noise:
Certain attitudes can also make
communication difficult.
 For instance, great anger or sadness may
cause someone to lose focus on the present
moment. Disorders such as Autism may also
severely hamper effective communication.

Harshal P Borgaon - RCU, Belagavi 17-02-2011 19

 Grapevine Communication
 Informal, not controlled by management
 Perceived by most employees as being more
believable and reliable than formal
communications
 Largely used to serve the self-interests of
those who use it
 Results from:
 Desire for information about important
situations
 Ambiguous conditions
 Conditions that cause anxiety
Harshal P Borgaon - RCU, Belagavi 17-02-2011 20
 The Grapevine

Control

Reliability Self-interest

Harshal P Borgaon - RCU, Belagavi 17-02-2011 21

 Reducing Rumors

1. Announce timetables for making important

decisions
2. Explain decisions and behaviours that may
appear inconsistent or secretive
3. Emphasize the downside, as well as the
upside, of current decisions and future plans
4. Openly discuss worst-case possibilities—it is
almost never as anxiety-provoking as the
unspoken fantasy
Harshal P Borgaon - RCU, Belagavi 17-02-2011 22
Commuter Aided Communication

 E-mail
 Advantages: Quickly written, sent, and stored; low
cost for distribution
 Disadvantages: Information overload, lack of
emotional content, cold and impersonal
 Instant Messaging
 Advantage: ― Real time e-mail transmitted
straight to the receiver‘s desktop
 Disadvantage: Can be intrusive and distracting

Harshal P Borgaon - RCU, Belagavi 17-02-2011 23

Commuter Aided Communication
 Intranet
 A private organization-wide information network
 Extranet
 An information network connecting employees
with external suppliers, customers, and strategic
partners
 Videoconferencing
 An extension of an intranet or extranet that
permits face-to-face virtual meetings via video
links
Harshal P Borgaon - RCU, Belagavi 17-02-2011 24
 Barriers to Effective
Communication
 Filtering
 A sender‘s manipulation of information so that it
will be seen more favourably by the receiver
 Selective Perception
 People selectively interpret what they see on the
basis of their interests, background, experience,
and attitudes
 Information Overload
 A condition in which information inflow exceeds
an individual‘s processing capacity

Harshal P Borgaon - RCU, Belagavi 17-02-2011 25

 Barriers to Effective
Communication
 Emotions
 How a receiver feels at the time a message is
received will influence how the message is
interpreted.
 Language
 Words have different meanings to different
people.
 Communication Apprehension
 Undue tension and anxiety about oral
communication, written communication, or both

Harshal P Borgaon - RCU, Belagavi 17-02-2011 26

Consideration
 Avoid slang
 Cultural Considerations
 Stereotypical language and attitudes
 Gender Issues
 Improving your own command of the language
your customers most use!
 Speaking clearly
 Be humble –apologize when necessary
 Balance being friendly with assertive
Harshal P Borgaon - RCU, Belagavi 17-02-2011 27
Hand Gestures Mean Different
Things in Different
Countries

Harshal P Borgaon - RCU, Belagavi 17-02-2011 28

Hand Gestures Mean Different
Things in Different
Countries

Harshal P Borgaon - RCU, Belagavi 17-02-2011 29

 Principles of Effective
Communication
 Maintain eye contact.
 Be aware of body position and language.
 Use language the customer understands
 Use the customer‘s proper name.
 Be honest.
 Listen: recognize the appropriateness of
empathic, discriminative and critical
listening).

Harshal P Borgaon - RCU, Belagavi 17-02-2011 30

 THANK YOU
VERY MUCH!!!

 harshalb80@gmail.com

 Reference
 Stephen P Robbins – Organizational Behavior
 Google
 Wikipedia
 Wiki Educator

Harshal P Borgaon - RCU, Belagavi 17-02-2011 31