Introduction

Module: 1

 Words Mean Different Things to Different People. The Initiation of a Message Provides No Assurance It Has Been Received. Communications Often Become Distorted as They Are Transmitted.
2

Concepts

Role of Communication
Human beings are poor communicators. We hardy realize that when we fail to achieve our objective in
relationships, negotiations, or decisionmaking, it is, to quite an extent, owing to a failure in communicating our purpose and ideas accurately to the others involved.

Defining Communication
The word communication is derived from communis (latin), meaning common. It stands for a natural activity of all human beings to convey opinions, feelings, information, and ideas to others through words (written or spoken), body language, or signs.

Why is Communication Important?

Everything a manager does involves communication. Effective communication skills can lead to problems for the manager. Communication of content Supportive communication

Communication of Content
Channel choices
In person Telephone Email Written Third party

 Two categories: 1. Coaching: giving advice, direction or information to improve performance focus on abilities 2. Counselling: helping the person understand and resolve a problem themselves by displaying understanding focus on attitudes
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Supportive Communication

Classification of Communication
We classify communication according to the number of persons (receivers) to whom the message is addressed.
Intrapersonal communication Interpersonal communication Group communication Mass communication Verbal communications Non-verbal communication Meta communication

Purpose of Communication
Inform
Communication to inform is directed by the desire to expose, develop, and explain the subject. It focuses on the subject of the communication.

Persuade
The communicator may seek primarily to persuade the reader. In such a form of communication the focus is on the receiver and not the message.

Process of Communication
The Linear Concept
The earliest conceptualization of communication involved the following five basic questions
Who? Says what? On which channel? To whom? With what effect?

The Linear Concept

According to the linear view, a receiver passively receives the message and acts as directed or desired by the sender. Communication is intended to control/manipulate the receiver.

Shannon-Weaver Model
The model is based on the idea that communication occurs only when the message has been received and that it should be received, as far as possible, unchanged. In real life, filters in the minds of both sender and receiver affect the content of message. To an extent feedback corrects the distortions, if any and tends to complete the cycle of communication

Tow Way Communication Process

Later conceptualizations of the communication process look at communication as a two-way process. A group of people are involved to complete the cycle of communication, in which the receiver also acts as the sender of the feedback to transmitter. Both the sender and receiver play reciprocal and receivables roles.

Message

Transmitter

Receiver

Communication Process

Communication Channel

Communication symbols

Elements of Communication
Message Sender Encoding Channel Receiver Decoding Acting Feedback

Major Difficulties in Communication

Ensuring that the received meaning affects receivers behavior in the desired way. Achieving accuracy in communicating the massage. Ensuring that the message conveys the desired meaning.

Barriers to Communication
Noise Lack of planning Wrong/unclarified assumptions Language barriers Socio-psychological barriers Emotions Information overload Loss by transmission Poor retention Poor listening

Characteristics of Successful Communication

In all business transactions our view of a Matter should be honest, sincere and Guileless. Speak and listen without prejudice and bias. Candid talk also exhibits the speakers self-confidence. Ex: My honest opinion Frankly speaking

Seven Cs of Communication Candidness

Characteristics of Successful Communication

Clarity
We should use accurate and familiar words with proper intonation, stress, and pauses. Our spoken language should consist simple words and short sentences Thoughts should be clear and well-organized. We should know what we want to say and why.

Characteristics of Successful Communication

Completeness
Clarity is ensured also by completeness of message. Communicate whatever is necessary, provide answers to all possible questions which could be raised and add something additional

Characteristics of Successful Communication

Conciseness
In business and professional communications we should be brief and be able to say whatever we have to say in minimum words. Avoid being repetitive. Try to use single words for wordy phrases such as
Wordy: Concise: Wordy: Concise: At this point of time Now, or at present As regards the fact that Considering

Less words should not mean less sense

Characteristics of Successful Communication

Concreteness
Means being specific, definite in describing events and things. Avoid using vague words. For example
You are requested by me to I request you to

Characteristics of Successful Communication

Correctness
In spoken communication grammatical errors are common. So try to be grammatically corrects

Characteristics of Successful Communication

Courtesy
An effective speaker should maintain proper decorum of speaking. Courtesy demands that we do not use words that are insulting or hurtful to the listener.

COMMUNICATION STRUCTURE

IN AN ORGANISATION

Internal & External Communications.

Internal Communications.
Downward Flow. Flow of decisions. Upward Flow. Making. Problem solving & Feedback-Decision

Horizontal Flow. Depts sharing of information. External Communication.

Business transaction.
To create favourable impression.

IMPORTANCE OF EFFECTIVE COMMUNICATION

Improved Stakeholder response
Quicker Problem solving

Stronger Decision making

Enhanced Professional image

EFFECTIVE COMMUNICATION

Increased Productivity

Clearer Promotional material

Stronger Business relationship

Steadier Work flow

COMMUNICATIONS IN CRISIS
DOs

oAnticipate & prepare.

oGet top management involved. oSetup News Centre & issue regular bulletins. oMaintain transparency. oDemonstrate concern through statements & actions.

COMMUNICATIONS IN CRISIS
o Pass on the blame.

DONTs

o Speculate in public. o Refuse to answer questions.

o Release information that will violate anyones right to privacy.

oPlay favourites with media reps.