Communication

Introduction Meaning of communication Definition of communication Communication process The two-way communication process Communication Model Forms of communication Non-verbal communication verbal communication
Patterns of Communication Downward communication Upward communication Lateral communication

Introduction
The process by which meanings are exchanged b/w people through the use of common set of symbols.

Meaning Of Communication

Communication may be defined as the process by which information is exchanged between individuals. The process includes the use of written messages, spoken words and gestures.

Objectives of Communication

Advice Suggestion Order Education Warning Motivation Counseling

Definition
Acc. to John Adair, Communication is essentially the ability of one person to make contact with another & to make himself / herself understood.

Acc. to Allen, Communication involves a systematic & continuous process of telling, listening & understanding.

Two-way Communication Process

Who... says what... in what way... to whom...

Communicator

Message

Medium

Receiver

Feedback

...with what efect

Communication Model
Sender : Someone with ideas, intentions, information, and a purpose for communicating Encoding: Converting a message into groups of symbols that represent ideas or concepts Message: An idea or experience that a sender wants to communicate Medium: Means by which a message is sent Decoding: The messages target Receiver: Converts symbols into concepts and ideas Feedback: Receivers response to senders message

FORMS OF COMMUNICATION
NON VERBAL COMMUNICATION VERBAL COMMUNICATION * ORAL COMMUNICATION WRITTEN COMMUNICATION

Nonverbal Communication
The most important thing in communication is hearing what is not said Peter F. Drucker What you do speaks so loud that i can not hear what you say Ralph Waldo

Nonverbal Communication

Messages sent with body posture, facial expressions, and hand/eye movements It is as important as verbal communication

Examples

CHARTS TABLES DIAGRAM POSTERS SLIDES GESTURES SILENCE SURROUNDINGS Visual / Audio

Body Language and Paralanguage

Body movement includes: Gestures Facial expressions Physical movements Paralanguage refers to: Voice quality Volume Speed etc.

POSTURES GESTURES FACIAL EXPRESSIONS EYE CONTACT BODILY CONTACT APPEARANCE SILENCE

TYPES OF BODY LANGUAGE

The term para language is combination of two words-para means like and language means mode of communication. Thus, para language literally means like language. In the words of Prof. Barker and Gaut, A language alongside of language and includes vocal characteristics such as pitch, range, resonance, tempo and quality and various vocal sounds such as grunts, groans and clearing the throat.

PARA LANGUAGE

Paralanguage refers to: Voice quality Volume Speed etc.

KINESICS OR BODY LANGUAGE PROXEMICS OR SPACE LANGUAGE

Types of non-verbal communication

Body language is a prominent and an important medium of non-verbal communication. Body language expresses internal feelings very clearly. Body language is also known as KINESICS. Kinesics is the study of body movements and gestures.

KINESICS OR BODY LANGUAGE

They can provide information about feelings and intentions. They can be used to regulate interactions. They can be used to express intimacy. They can be used to establish dominance or control. They can be used to facilitate goal attainment.

FUNCTIONS OF BODY LANGUAGE

Reveals the working of Emotions. Reveals the Status. Replaces Verbal Communication. Sustain Verbal Conversation. Reveals a Persons Attitudes and Traits. Reveals the Truth. Practical Application.

SIGNIFICANCE OF BODY LANGUAGE

VERBAL COMMUNICATION
Oral Communication
Face to face comm. Lectures Meeting & conferences Interviews Telephonic talks Seminars Radio & television Announcement Speeches

Written Communication
Emails Fax Letters Telegrams Reports Forms Questionnaire

Immediate feedback Shorter words Conversational Prompt action Less detail technical information
Lack of written evidence

ORAL vs. WRITTEN COMM.

No possibility of review Not fit for long msg

Delayed feedback Longer words Focus on content Delayed action More detail technical information Permanent record Possibility of review Suitable for long msg

Official structure
Formal chain of command
Up, down, across formal power lines

The grapevine
Informal networking
Unofficial lines of power

Internal Communication

Formal contacts
Marketing
Public relations

Informal contacts
Employees
Managers

External Communication

Web sites PowerPoint presentations (spoken and written communication) Performance reviews

Mixed Communication

Forms of Communication Flowing Through Formal Channels

Written
Executive memos, letters Annual report Company newsletter Bulletin board postings Orientation manual

Oral
Telephone Face-to-face conversation Company meetings Team meetings

Electronic
E-mail Voicemail Instant Messaging Intranet Videoconferencing

Patterns of Organizational Communications

Downward Communication Upward Communication Horizontal communication

HIERARCHY LEVEL
Executive Director
Manager

Vice President A.G.M. Manager Supervisor

Supervisor 1

Supervisor 2

Supervisor 3

Horizontal Comm.
Forman

Types of Communication
Downwards Communication :Highly Directive, from Senior to subordinates, to assign duties, give instructions, to inform to offer feed back, approval to highlight problems etc. Upwards Communications It is non directive in nature from down below, to give feedback, to inform about progress/problems, seeking approvals. Lateral or Horizontal Communication Among colleagues, peers at same level for information level for information sharing for coordination, to save time. In modern business environment communication extends beyond written or spoken words to listened word. Visual dimension added by T.V., computers has given to new meaning to communication. COMMUNICATION NETWORKS Formal Network Informal Network : Virtually vertical as per chain go command within the hierarchy. : Free to move in any direction may skip formal chain of command. Likely to satisfy social and emotional needs and also can facilitate task accomplishment.

Vertical/Lateral Communication

Organisation chart shows vertical (black arrows) and lateral (green arrows)

Board of Directors

Finance

Marketing

Production

Finance Officers

Marketing Assistants

Factory Operatives

Diagonal Communication

It is also known as Crosscommunication Managers communicate with people in other departments outside their own chain of command.

Communication Flowing Through Formal Channels

Downward
Management directives Job plans, policies Company goals Mission statements

Horizontal
Task coordination Information sharing Problem solving Conflict resolution

Upward
Employee feedback Progress reports Reports of customer interaction, feedback Suggestions for improvement Anonymous hotline

BARRIERS TO COMMUNICATION

1. SEMANTICS
Definition of words Choice of words

COMMON BARRIERS TO COMMUNICATION

2. POOR CHOICE, USE OF CHANNELS

When to use certain channel

Oral alone: Written alone:

Simple reprimand Settle simple dispute
Dont need immediate feedback Need record

COMMON BARRIERS TO COMMUNICATION

2. USE OF CHANNELS
Both channels:
Commendation Serious reprimand Important policy change

Nonverbal
Be aware of it.

COMMON BARRIERS TO COMMUNICATION

3. PHYSICAL DISTRACTIONS
4. NOISE, PHYSICAL, PSYCHOLOGICAL 5. STATUS DIFFERENCE 6. EFFECTS OF EMOTIONS
COMMON BARRIERS TO COMMUNICATION

7. PERCEPTIONS
Stereotypes Halo effects Selective perception
See and hear what we expect Ignore if conflicts with what we know.

Projection

COMMON BARRIERS TO COMMUNICATION

8. FILTERING, SCREENING NEGATIVE INFORMTAION 9. EVALUATING THE SOURCE

10.ABSENCE OF FEEDBACK, POOR FEEDBACK

COMMON BARRIERS TO COMMUNICATION

11. INFORMATION, DATA OVERLOAD 12. POOR LISTENING

LISTEN TO RESPOND LISTEN TO UNDERSTAND

COMMON BARRIERS TO COMMUNICATION

Learn

to use feedback well. Be sensitive to receivers point of view. Listen to UNDERSTAND! Use direct, simple language, or at least use language appropriate to the receiver. Use proper channel(s). Learn to use channels well. Learn to use supportive communication, not defensive communication.

TO OVERCOME BARRIERS:

EFFECTIVE COMMUNICATION SKILLS

EFFECTIVE COMMUNICATION

EFFECTIVE

COMMUNICATION

OCCURS

WHEN

THE

MESSAGE RECEIVED IS AS CLOSE AS POSSIBLE AS THE

MESSAGE

INTENDED

TO

BE

SENT

MUTUAL

UNDERSTANDING.

COMMUNICATION IS EFFECTIVE ONLY IF

PEOPLE:
UNDERSTAND EACH OTHER STIMULATE OTHERS TO TAKE ACTION ENCOURAGE OTHERS TO THINK IN NEW WAYS.

SEVEN Cs OF COMMUNICATION

COMPLETENESS CONTAINS ALL FACTS THE READER OR LISTENER NEEDS FOR DESIRED ACTION. CONCISENESS CONSIDERATION CONCRETENESS CLARITY COURTESY CORRECTNESS

Message Receiver- either listener or reader, desire complete information to their question. e.g. suppose you are working with multinational company who is engaging with engineering goods , like A.C. Now let say one of your major customer wants some technical information regarding thermostat (because he wants to convey the same to the end users ). In this case you have to provide him complete information in a short span of time. If possible, provide him some extra information which he does not know,. In this way you can maintain a good business relation with him, otherwise he may switch to an other company.

1) Completeness

2) Conciseness

Conciseness means convey the message by using fewest words. Conciseness is the prerequisite to effective business communication. As you know that all businessmen have very short time . Hence a concise message save the time and expenses for both the parties.

How To achieve the conciseness ?

For achieving the conciseness you have to consider the following. 1.Avoid wordy expression 2.Include only relevant material 3.Avoid unnecessary repetition.

One way to make your message complete is to answer the five Ws. WHO? WHAT? WHEN? WHERE? WHY? The five question method is useful when you write requests, announcements, or other informative messages. For instance, to order (request) merchandise, make clear WHAT you want, WHEN u need it, WHERE it is to be sent.

Five Ws

E.g. Wordy:- at this time. Instead of at this time you can just use only a concise word:- NOW , Always try to use To the point Approach in business scenario perspective.

Avoid Wordy Expression

Always try to provide only relevant information to the receiver of the message. Lets say one of your customer requested
for clients of the company in reply you should provide simply list of clients at the panel of your company. No need to provide detailed business information about client at all.

Observe the following suggestions to Include only relevant information.

Stick to the purpose of message Delete irrelevant words Avoid long introduction, unnecessary explanation etc. Get to the important point concisely.

Include only relevant information

Some times repetition is necessary for focusing some special issue. But when the same thing is said with out two or three reasons, the message become wordy and boring. Thats why try to avoid Un-necessary repetition.

Avoid un-necessary Repetition

Use shorter name after you have mentioned the long once. e.g. Spectrum communications Private limited use spectrum. Use pronouns or initials E.g. Instead of world trade organization use WTO or You can use IT for Information Technology.( keeping in views that receiver knows about these terms)

Some ways to eliminate unnecessary words

3) Consideration
Consideration means To consider the receivers Interest/Intention. It is very important in effective communication while writing a message you should always keep in mind your target group consideration is very important C among all the seven Cs.

i-Focus on you instead of I or We ii-Show audience benefit or interest of the receiver iii-Emphasize positive, pleasant facts. Using you help you, but over use lead a negative reaction.

Three specific ways to indicate consideration

Always write a message in such a way how audience should be benefited from it. e.g. We attitude I am delighted to announce that we will extend to make shopping more.

You attitude You will be able to shop in the evening with the extended hours. Readers may react positively when benefit are shown to them. Always try to address his/her need and want.

It means that message should be specific instead of general. Misunderstanding of words creates problems for both parties (sender and receiver). when you talk to your client always use facts and figures instead of generic or irrelevant information.

4) Concreteness

The following guidelines should help you to achieve the Concreteness. i- use specific facts and figures ii-choose image building words e.g General He is very intelligent student of class and stood first in the class.

5) Clarity

In effective business communication the message should be very much clear. So that reader can understand it easily. You should always Choose precise words. Always choose familiar and easy words. Construct effective sentences and paragraphs.

Accurately is purpose of clarity

In business communication always use precise words rather longer statements. If you have a choice between long words and shorter one, always use shorter one. You should try your level best to use familiar/easy to understand words so that your reader will quickly under stand it

Familiar 1-after 2-home 3-for example 4-pay 5-invoice

Next familiar words subsequent domicile e.g. remuneration

statement for payments

6) Courtesy

Knowing your audience allows you to use statements of courtesy; be aware of your message receiver. True courtesy involves being aware not only of the perspective of others, but also their feelings. courtesy stems from a sincere you-attitude. it is not merely politeness with mechanical insertions of please and Thank you . Although Appling socially accepted manners is a form of courtesy . rather, it is politeness that grow out respect and concern for others. Courteous communication generate a special tone in their writing and speaking.

Tactless, Blunt
Stupid letter; I cant understand

More Tactful
I should understand it, as there is no confusing word in this letter, could you please explain it once again ..? Sometimes my wording is not precise; let me try again

Its your fault, you did not properly read my latest FAX

Thoughtfulness and Appreciation Writers who send cordial, courteous messages of deserved congratulations and appreciation (to a person inside & outside) help to build goodwill. The value of goodwill or public esteem for the firm may be worth thousands of dollars.

7) Correctness

At the core of correctness is proper grammar, punctuation and spelling. however, message must be perfect grammatically and mechanically . The term correctness, as applied to business messages also mean three characteristics o Use the right level of language o Check the accuracy of figures, facts and words o Maintain acceptable writing mechanics

7) Correctness

Formal and Informal Words

Formal writing is often associated with scholarly writing: doctoral dissertations, scholarly, legal documents, toplevel government agreements and other material where formality is demanded. Informal writing is more characteristic of business writing. Here you use words that are short, well-known and conversational as in this comparison list: More Formal less formal Participate Join Endeavor try Ascertain find out Utilize use Interrogate question

Avoid substandard language. Using correct words, incorrect grammar, faulty pronunciation all suggest as inability to use good English. Some examples follow: Substandard More Acceptable Aint isnt,arent Cant hardly can hardly Aim to proving aim to prove Desirous to desirous of Stoled stolen

Substandard Language

Facts and Figures Accuracy

Check Accuracy of Facts, Figures and words It is impossible to convey meaning precisely, through words, from the head of the sender to a receiver. Our goal is to be as precise as possible, which means checking and double-checking and double-checking to ensure that the figures, facts and words you use are correct. A good check of your data is to have another person read and comment on the validity of the material Figures and facts Verify your statistical data Double-check your totals Avoid guessing at laws that have an impact on you, the sender and your Have someone else read your message if the topic involves data. Determine whether a fact has changed over time

Our Language (Any) is constantly changing. In fact,even dictionaries can not keep up with rapid change in our language. the following words often confusing in usage: A, An use a before consonants and consonants sounds or a long u sound. Use an before vowels.

Accept, except accept is a verb and means to receive. except is a verb or a preposition and relates to omitting or leaving out.
Anxious, eager Anxious implies worry, eager conveys keen desire

Proper Use of Confusing Words !