Lecture 1

Course Instructor: Rajja Rashad

 Agenda
• Introduction to Communication
• Communication Process
• Elements of Communication process
• Levels of Communication
• Methods of Communication
• Oral Communication
• Components of effective communication
• Types of oral communication
• Forms of oral communication
• Importance of oral communication
• Oral communication styles
• Analysis of organization and environment
• Oral and written communication: A comparison
 Introduction to Communication
• Communication may be broadly defined as the process
of meaningful interaction among human beings
• Communication is a process where one sets out to
convey a message to another person through the
medium of words, gestures and / or pictures. The
process of conveying the message is fulfilled only when
the person receiving it has understood the message
entirely
• People communicate to understand and share ideas,
opinions or information
Communication Process
 Elements of Communication process
• Two parties
– Sender/Communicator
• Initiates the communication and convey the message
– Receiver
• The individual to whom the message is sent and who gives
feedback
• Encoding
– The sender encodes the idea by selecting words, symbols, or
gestures with which to compose a message
• Message
– Subject matter of the communication. It is the outcome of
encoding, which takes the form of verbal, nonverbal, or written
language.
• Communication Channel/Medium
– The carrier of the communication which can be a face-to-face
conversation, telephone call, e-mail, or written report etc.
– The channel must be able to transmit the message from one
party to another without changing the content of the message
Elements of Communication process
Cont’d
• Decoding
– The receiver decodes the received message into
meaningful information
• Feedback
– It occurs when the receiver responds to the sender's
message and returns the message to the sender.
– Feedback allows the sender to determine whether
the message has been received and understood
• Noise
– Anything that distorts the message e.g. Any
communication barrier or external factor
• Environment
– Entire event takes place within a common frame of
reference, called as communication environment
Levels of Communication
 Methods of Communication
Verbal Communication
• Verbal communication consists
of sharing thoughts through
the use of words. It can include
both oral and written
communication
– Verbal communication takes
place through face-to-face
conversations, group
discussions, presentations,
interview, radio, television,
calls, memos, letters, reports,
notes, email, etc.
• More structured, easier to
study
• Conscious purpose, more
control
Non-Verbal Communication
• Non-verbal communication includes
any communication occurring
without the use of words
– Tone of voice
– Rate and volume of speech
– How we articulate our words
– Rhythm, intonation and stress placed
on words –
– Facial expression
– The amount of eye contact we make
– Gestures/touch
– Body language and posturing
• Less structured, harder to classify,
• More spontaneous, less control
Methods of Communication Cont’d
 Oral Communication
• Oral communication is the process
whereby information is transferred
from a sender to receiver usually
by verbal means which can also
employ visual aids and non-verbal
elements to support the
conveyance of meaning
• Oral communications is the verbal
exchange of ideas and information
from one person to another person
or group
• When we communicate orally, we
speak, listen and observe
Components of effective communication
• Effective communication occurs if the purpose for which it was
planned or designed, is achieved i.e. listener understands the
message and gives favorable feedback
• Listener’s feedback is the way of knowing if meaning had been
shared or if understanding had taken place
• The elements in the communication process determine the
quality of communication as the problem in any element can
reduce communication effectiveness
• Components of effective communication
– Context
• Context takes into consideration the age, region, gender and
intellectual abilities of the recipient. It is also useful to assess
receptivity and the emotional state of the sender and receiver at the
time of communication
 Components of effective
communication Cont’d
– Body language
• Also called nonverbal communication, body language includes posture,
position of hands and arms, eye contact and facial expression. Body
language that is consonant with the verbal content improves understanding
• Effective communication requires that content and body language give the
same message.
– Interference
• Emotions can interfere with effective communication. Considering
emotions, language and conceptual barriers is essential to effective
communication
– Active listening
• Active listening may involve asking clarifying questions or restating what
was heard to assure that the intent of the message sent was correctly
received. Active listening becomes particularly important when the
communication includes emotional content.
 Types of Oral Communication
• Linear or One-way Communication
– One-way communication is linear and limited because it
occurs in a straight line from sender to receiver and
serves to inform, persuade or command.

– It is often associated with authoritarian leadership and

downward channels of communication
– Allows no feedback or opportunity to correct
inaccuracies and this may cause frustration in the
receiver
• Interaction or Two-way Communication
– Two-way communication always includes feedback
from the receiver to the sender and lets the sender
know the message has been received accurately
– In two-way communication, communication is
negotiated. Both sender and receiver listen to each
other, gather information and are willing to make
changes to work together in harmony. Their intent is to
negotiate a mutually satisfactory situation.
– It is often associated with democratic forms of
leadership
Types of Oral Communication Cont’d
• Transactional Communication
– The transactional model of communication assumes that people are
connected through communication and they engage in a transaction
– Transactional model considers both sender and receiver
as communicators and their role reverses each time in the communication
process as both processes of sending and receiving occurs at the same time
– The transactional model displays communication interactions as ongoing
negotiations of meaning thus participants take turns sending and receiving
– The model is mostly used for interpersonal communications, everyday talk
and interactions and is also called circular model of communication. It is more
efficient for communicators with similar environment and individual aspects
 Forms of Oral Communication
• Face-to-face discussions
• Meetings
• Conference calls
• Classroom lectures
• Interviews
• Phone calls
• Presentations
• Video or Audio
recordings
• Radio or TV broadcasts
• Internet etc.
Importance of Oral Communication
• Importance of oral communication for a manager:
– Effective communication is the key to successful management.
Successful managers understand communication and its use in the
organisation setting. Communication allows managers to fulfil
each management function i.e. planning, organizing, leading,
staffing, controlling, effectively.
• Importance of oral communication in Customer service:
– Customer service representatives are expected to listen to the
customer queries and answer the customer accordingly, in a
convincing manner. If an employee lacks communication skills, then
the company might lose the customer
• Importance of oral communication for sales person:
– Communication skills are essential in Sales. They need to make sure
that the people around should understand the product or service
they are promoting and selling. Sales people must hone persuasive
communication style.
 Importance of Oral Communication
Cont’d
• Importance of oral communication for teachers:
– Teachers must be skilled at communication to explain things clearly
to their students as well as listening to their questions. Teachers
need clarity of thought to present the material. They must be able to
break down complex ideas into simpler parts and smaller steps to
transmit to their students.
– Teachers must communicate well to effectively collaborate with
colleagues and update administrators on student progress and
attend parents.
• Importance of oral communication in technical field:
– Sometimes technical knowledge must be translated into layman’s
terms in a company. Therefore, technical people are expected to
have good oral communication skills so that they deliver the right
message from the layman point of view to others, without getting
into too many technical details.
 Oral Communication Styles
Assertive
• It involves expressing your own needs, ideas and feelings
while considering and respecting the needs of others
• Win-win situation by balancing your thoughts with others
• Open, straight forward and earnest
• It can help strengthen relationships, solve problems more
effectively, and reduce negative emotions.

Passive
• Passive communication occurs when you do not express
your own needs, desires, ideas and feelings, where this
would be advisable.
• You simply don’t stand up for yourself.
 Oral Communication Styles Cont’d
Aggressive
• it involves express your own needs, desires, ideas and feelings
without considering and respecting the needs of others
• You advocate for your own interests at the expense of others,
attempting to use forceful communication to subdue and suppress
contrasting viewpoints
• People who communicate in an aggressive manner are in general
perceived as egoistic and unwilling to make
Passive-Aggressive
• It involves being passive in a manner that you express your needs,
desires, ideas and feelings, but being aggressive in your underlying
intent
• Communicating passive-aggressively often involves not directly
speaking your message, but rather trying to convey it through small
disrespectful, annoying or ambiguous comments and actions
Oral Communication Styles Cont’d
Active-Passive
• Active-passive oral communication includes
presentations, speeches and lectures
• One party actively communicates by speaking and the
other party or parties listen passively.
• Company meetings, educational seminars, banquets
and trade conferences are a few examples.
• This form of oral communication is based around
learning and usually comes from an authoritative
source. Of course, it is only as effective as the passive
parties make it.
Analysis of Organization & Environment
• Analysing organizational environment is important
for managers and worker to fulfill the purpose of
communication
• Communication models varies according to the roles
and positions of people in an organization
• Sender must take the responsibility for achieving
organizational goals through communication
 Oral and Written Communication:
A Comparison
Oral Communication
• The type of communication in which
the sender transmits information to
the receiver through verbally
speaking the message
• Less formal
• More spontaneous and direct
• Elicits a quick response
• Possibility of misinterpretation of the
message
• Message that is conveyed cannot be
reversed
• Immediate feedback
• Doesn’t always have permanent
record
• Affected by emotions
• Its mediums are oral in nature such
as, telephone, face-to-face
discussions etc.
Written Communication
• This communication mode uses
written or printed text for
exchanging the information
• More formal
• More planned and detailed
• Elicits a response after lapse of
some time
• Message can not be misinterpreted
• Editing and proofreading of the
message is possible
• It takes time to give feedback
• Always have permanent record
• Seldom affected by emotions
• Its mediums are written in nature
such as, letters, memos etc.