UNIT -I

Origin,

meaning and Definition of

COMMUNICATION.
Purpose and effectiveness
Kinds and Flow of Communication
Barriers to communication

Dr.Radhika B Pasricha_Unit
One/Commuhciation

Origin, Meaning &

Definition
The
word
Communicatio
n is derived
from a Latin
word
Communicare
which means
to share, to
impart,
to
commune.
Dr.Radhika B Pasricha_Unit One

Definition:
The

Advance Oxford Learners Dictionary

describes Communication as: An activity or
a process of expressing ideas and feelings
or giving people information.
Peter Little says, Communication is a two
way process by which ideas, information,
thoughts are exchanged between the
minds of the people by the means of
previously agreed common channel,
which is incomplete without feedback.
Dr.Radhika B Pasricha_Unit One

Process of Communication

SENDER

RECEIVE
R

Dr.Radhika B Pasricha_Unit One

Types of Communication
Communicatio
n

Oral
Verbal
Spoken
(Using
Language
)

Written
NonVerbal

Kinesics

Verbal
Written
(Using
Language
)

Non
Verbal
Pictures.
Signs and
Symbols

Dr.Radhika B Pasricha_Unit One

The Main Attributes of

Communication:
It

is a two way process.

Exchange
of
ideas,
thoughts, and information.
It takes place between the
minds
of
the
people.
(Which indicates it is a
mental process).
Previously agreed common
channel.
Is
incomplete
without
feedback.
Dr.Radhika B Pasricha_Unit One

Objective and
Effectiveness:
The

FOUR objectives of
Communication:
1.
2.
3.
4.

To
To
To
To

Be Understood
Be Accepted
Get Something Done
Understand Others

Dr.Radhika B Pasricha_Unit One

Objectives of Organizational
Communication:
To

convey the right message.

To coordinate the effort in order to
achieve the same goal.
To
maintain
good
interpersonal
relationship.
To develop good managerial skills.
To

make policies effective for a bette r

output.

Dr.Radhika B Pasricha_Unit One

Effective Communication
Clarity

Integrity

Formality

Attention

Consisten
cy

Adequacy

Timelines

Feedback

Network

Dr.Radhika B Pasricha_Unit One

Flow of Communication
The

flow of communication in an
organization is both Formally and
informally.

Downward Communication
Upward Communication
Lateral or Horizontal Communication,
Peer to Peer Communication
Diagonal or Cross-wise Communication

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10

Flow of Communication
Managing Director
Director

Sr.
Manager

Manager

Manager

Director

Director

Sr.
Manager

Sr.
Manager

Manager

Manager

Manager

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11

Case Study 1:
Mr. A. R. Narula is the Manager of Spice group of Restaurants. The group has
an outlet in almost every nook and corner of New Delhi. He started his
business almost 11 years back. Customers walking in their outlet are received
with a smile, entertained courteously and explained the highlights of different
food items. Senior Chef Raghav believes in serving his customers with utmost
care but he sees that a new waiter Sam is least interested in following any
given guidelines. He is not only casual towards his responsibilities but also is
more interested in gossiping about others. When Raghav tells the Manager of
the outlet about Sams being inattentive and unresponsive in general
meetings where the guidelines regarding serving and cooking have been
given, Manager Roy tells Sam to be patient and to handle the matter carefully.
Mr. Narula also tells Raghav that Sam somehow feels left out and believes
that Raghav with few of his other colleagues n friends always humiliate Sam
and try to pull him down publically. Raghav is badly hurt and listening to the
irrelevant details as provided by his Manager Narula, he tries to convince him
that it is not he who is at fault its Sam who has malign intentions to spoil his
relationships and reputation with others including Mr. Narula. He tries to point
out that due to all these misunderstandings the complete reputation of the
restaurant is put at stake. Mr. Narula on the contrary tells Raghav to behave
with maturity and overlook Sams kiddish behaviour. Raghav is frustrated and
unhappy with his work and does not want to work there anymore.
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12

Questions:
What

is the real problem in Spice

Restaurant?
Who according to you is at fault?
What can be the best solution to
this problem?

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13

Barriers to
Communication
Barriers in any
communication
may hinder the
effectiveness of
the
communication
.
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14

Kinds of Barriers to
Communication
Intrapersonal

Barriers
Wrong Assumption
Varied Perceptions
Differing
Backgrounds
Wrong Inferences
Impervious
Categories
Categorical Thinking
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15

Interpersonal

Barriers
Limited Vocabulary
Incongruity of
Verbal and Non
Verbal Messages
Emotional Outburst
Communication
Selectivity
Poor Listening Skills
Noise in the channel

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Organizational

Barriers
Too many transfer
stations
Fear of superiors
Negative
tendencies
Use
of
inappropriate
media
Information
Overloaded
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17