Introduction to communication

If all my possessions were taken from me with one

exception, I would hope to keep my power of
communication --- for by it I would regain all the rest.
--Daniel Webster, American Journalist

Communication is

Transactional
Complex
Unavoidable
Continuous
Learned

Components of
Communication Process
Context
Physical
Environment
Climate
Communicator
Message

Channel
Noise
Barrier
Feedback

Physical Environment: Activity

List the three most common
places you have your
conversations.

Climate: Activity
Negative Climate
Positive Climate
What do you think is the relationship
between environment and climate?

Communicator
Message Sender

Message Receiver

(Means of Transmission)
CHANNEL

Message
A message is
Messages can be

COMMUNICATION
AND MANAGEMENT

Communication & Management

Communication
The sharing of information between two or
more individuals or groups to reach a
common understanding.

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Communication & Management

Importance of Good Communication
Increased efficiency in new technologies and
skills
Improved quality of products and services
Increased responsiveness to customers
More innovation through communication

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The Communication Process

Phases of the Communication Process:
Transmission phase in which information is
shared by two or more people.
Feedback phase in which a common
understanding is assured.

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The Communication Process

Figure 16.1

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Question?
What part of the communication process has the
sender translating the message into symbols or
language?
A. Message
B. Encoding
C. Decoding
D. Feedback

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The Communication Process

Sender person wishing to share information
with some other person
Message what information to communicate
Encoding sender translates the message into
symbols or language
Noise refers to anything that hampers any
stage of the communication process

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The Communication Process

Receiver person or group for which the message
is intended
Medium pathway through which an encoded
message is transmitted to a receiver
Decoding - critical point where the receiver
interprets and tries to make sense of the message

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The Communication Process

Feedback phase is initiated by the receiver
Receiver decides what message to send to the
original sender
Feedback eliminates misunderstandings, ensures
that messages are correctly interpreted

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Forms of Business Communication

Formal Communication
Informal Communication (Grapevine)
Verbal or Oral communication
Visual Communication
Downward communication
Upward communication
Horizontal communication
Diagonal Communication

Basics Principles of effective communication

Clarity of Message
Message in systematic Order
Suitability of Message
Consistency of Message
Attractive Presentation
Selection of Proper mode
Selection of Appropriate Time
Courtesy
Appropriate Non-verbal Communication
Expected Feedback and action

Barriers to Effective Communication

Communication Barriers
Communication barrier Anything that gets in the way of
clear communication
Communication is complete and perfect when the receiver
understands the message in the same sense and spirit as
the communicator intends to convey, idea and information
reached to and responded by receiver remain unaltered and
undistorted. But practically it has been noticed that such
perfect and complete communication does not take place
because of certain obstacles or other factors known as
communication barriers."

Barriers to Effective Communication

Messages that are unclear, incomplete, difficult to
understand
Messages sent over the an inappropriate medium
Messages with no provision for feedback
Messages that are received but ignored
Messages that are misunderstood
Messages delivered through automated systems
that lack the human element

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Barriers to effective communication

Physical Environment Barriers

Time
Place
Space
Climate
Noise
Choice of Medium

Barriers caused by wrong choice of

Medium
Wrong Medium
Noise in Medium

Language Barriers

Language Barriers
Language Barriers Different Languages
Difference in Accent / Pronunciations Jargons
Semantic Barriers: Word having different meanings

Cross Cultural Barriers

When the sender and receiver of a communication
come from different cultural backgrounds a cultural
barrier is erected and messages are misunderstood.
Cross cultural barriers are generated by different
national and religious backgrounds, different value
system, differences in language and literature and even
different perceptions of time.

Psychological Barriers:
Selective Perception
what people see and hear influenced by their attitudes,
background, and experience
Emotions
interpretation of a message affected by the way the
receiver feels
extreme emotions

Barriers caused by level of Understanding

Information Overload
information available exceeds processing
capacity
frequent complaint of executives
Defensiveness
behaviors that result from feeling threatened
Loss in transmission

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Barriers caused by level of perception

Tendency to evaluate
Interests & attitudes.
Differing status, position & self experience.
Prejudices
I know more than required.
Whatever is said is redundant.
I Attitude
Resistance to change
Refutations & arguments

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Questions in Pune University QP

What is Communication ? Discuss various types of
Communication Barriers.
Short Note on Communication Barriers

Section :2

OVERCOMING
BARRIERS.

Overcoming Barriers
Organizational: No provision for
feedback, Time pressures,
Inadequate resources like staff
and facilities

Communication system
improvement , Scheduling
informal meetings, being prepared
to listen and discuss issue

Interpersonal: Power
structure , lack of trust and
respect , biases ,
Language barriers

Encouraging informal
working relationships,
Language training,
Listening

Physical: Busy / noisy

area, distances

Separate conference
rooms, Informal chat
rooms, use of technology

Overcoming the barriers

Taking the receiver more seriously
Thinking more clearly about the message
Delivering messages skillfully Focusing on the
receiver Using multiple channels and encoding
Securing appropriate feedback

Overcoming the barriers

How to help overcome communication barriers caused
by hearing difficulties
Dont shout, keep background noise to a minimum.
Use alternative forms of communication.
Listen actively.
Check that you and the person have understood each
other by asking questions.

Overcoming the barriers

Emotional Issues, being upset, angry or aggressive:
Use friendly approachable language
Use friendly non-hostile eye contact
Dont invade a persons space or try to restrain them
Give them a firm explanation of why their behaviour is
unacceptable

Overcoming the barriers

Consult with the intended recipient to develop a mutual
understanding of all the issues involves in the subject
covered by the communication. A general principle is
that it better to "first understand before attempting to
be understood".

Overcoming the barriers

Use appropriate language suitable for the recipient.
When communicating face to face, develop sensitivity
to the body language. One should pay attention to the
body language of others to understand them better, at
the same time it is also necessary to pay attention to
body language of self so that it is supporting rather than
conflicting with verbal message.

Overcoming the barriers

Avoid communication under conditions of mental
stress.
Use appropriate method of communication - for
example face to face, letter, telephone call, and so on.
Take care to ensure that message has been or is being
transmitted correctly. Check for correct and complete
receipt of message.

CHAPTER 2

Syllabus
Methods and Types of Communication
Written Communication, Oral Communication,
Silent Communication Body Language,
Proximity, Touch, Signs and Symbols,
Paralinguistic
-Advantages and disadvantages of each

Method of Comunication
Method of communication

Written
communication

Oral
Communication

Silent
Communication/
Non verbal

Verbal & Nonverbal

Communication
Verbal Communication
The encoding of messages into words, either
written or spoken
Nonverbal
The encoding of messages by means of facial
expressions, body language, and styles of
dress.

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1. Written Communication
Written Communication involves
expressing yourself clearly, using
language with precision; constructing
a logical argument; note taking, editing
and summarising; and writing reports.

Written Communication Goal

Inform
Respond
Request
Report
Developing Goodwill

Advantage of Written Communication

Organised way to convey message

It can be rewrite , edit , erase, revised before dispatched.
Effective and standalone medium
Targeted to specific group or individual
It can be stored and reproduced
Proof / evidence
Enhance or develop image of company
Cost effective (Internet: faster cheaper, post, notice etc)

Disadvantage of Written Communication

It add cost in terms of stationary and manpower

Lack of nonverbal communication
Poor written communication can create confusion.
Feedback is not immediate.
The encoding and sending is time consuming.
Effective communication required great skills, vocabulary
and language.
When you send the communication you dont get second
chance to tell your point in different way

Oral Communication
Oral communication can be defined as a
purposeful presentation-prepared or extempore,
designed to increase knowledge, to foster
understanding or to promote change in the
listeners attitudes, values, beliefs, or behaviours.

Advantages of Oral Communication

More personal and less formal

Saves time ( Quick response, face to face)
Flexibility
Effective in conflict management
It helps to promote moral of employee.

Disadvantage of Oral Communication

No Record available
Oral communication tends to brief and cannot
contain a lot of technical information.

3. Silent Communication/ Non-verbal

Communication
Words alone are, many case, not adequate to
express our feelings and reactions.
Non verbal communication refers to the process of
communication by means of elements and
behaviours that are not coded into words.

Significance of Non-Verbal communication

55 % from the visual components
38 % from the auditory components
7 % from language

Body Language

Body Language

Facial expression
Eye contact
Gestures
Posture

Proximity

Personal space and Interpersonal distance

If an unknown person stands too close or touches too
often, it will make the other person feel uncomfortable
1.Intimate space: personal space, only closest person can
reach this level.
2.Social and consultative spaces: Routine social interaction
3. Public Space: Impersonal interactions

Touch
The manner in which the
person touches another,
communicates a great deal of
the information.

Signs and Symbols

Paralinguistic
The study of vocal (and sometimes non-vocal) signals
beyond the basic verbal message or speech . Paralanguage
includes pitch, loudness, rate, and fluency.

Chapter 3

ORAL
COMMUNICATION

Syllabus

Oral Communication
Meaning, Nature, Scope, Principles of Effective Oral Communication,
Techniques of Effective Speech,
Press Conference, Group Discussion, Interviews, Negotiation,
Presentations,
The Art of Listening, Principles of Good Listening, Barriers of
Listening,
Phone Etiquette,
Grapevine