Communication The Basics

Communication:
Communication:
An Introduction
An Introduction
-
-
Seema Murugan
Seema Murugan
SM / HSS / IIT-KGP 2
Overview
Overview
What is Communication ?
What is Communication ?
Communication
Communication
-
-
Definition and Quotations
Definition and Quotations
The Importance of Communication

The Importance of Communication
Communication Skills
Communication Skills
Benefits of Effective Communication

Types of Communication
Types of Communication
Modes, Forms and Channels of Communication

Modes, Forms and Channels of Communication
Overview (Contd.)
Overview (Contd.)
Elements of Communication
Elements of Communication
The Process of Communication

The Process of Communication
The Basic Model of Communication

The Basic Model of Communication
Characteristics of Communication
Communication Barriers
Communication Barriers
Overcoming Barriers
Overcoming Barriers
Axioms of Communication
Axioms of Communication
What is Communication ? ( 1 of 2 )
Face to Face Conversations

Face to Face Conversations
Phone Conversations
Phone Conversations
Memos and Letters

Memos and Letters
Proposals and Reports

Proposals and Reports
Oral Presentations
Oral Presentations
Correspondence and Junk Mail

Correspondence and Junk Mail
Gossip
Gossip
Communication springs from the Latin verb

Communication springs from the Latin verb
communicare
communicare
, which means to make common.
, which means to make common.
Communication is the deepest core of our

Communication is the deepest core of our
human selves.
human selves.
We
We
cannot not
cannot not
communicate.
communicate.
Communication : Definitions (1 of 3)
Communication is the process of sending and

Communication is the process of sending and
receiving messages.
receiving messages.
Communication is not just about words, paint

Communication is not just about words, paint
on canvas, math symbols or the equations and
on canvas, math symbols or the equations and
models of scientists; it is the interrelation of
models of scientists; it is the interrelation of
human beings trying to escape loneliness, trying
human beings trying to escape loneliness, trying
to share experiences, trying to implant ideas.
to share experiences, trying to implant ideas.
-
-
W.Marsteller
W.Marsteller
(Advertising Executive)
(Advertising Executive)
Whether clear or garbled,tumultuous or

Whether clear or garbled,tumultuous or
silent,deliberate or fatally inadvertent,
silent,deliberate or fatally inadvertent,
communication is the ground of meeting.It is,
communication is the ground of meeting.It is,
in short,the essential connection.
in short,the essential connection.
-
-
Ashley Montague and Floyd Matson
Ashley Montague and Floyd Matson
Communication is the deliberate or accidental

Communication is the deliberate or accidental
transfer of meaning.
transfer of meaning.
Communication is a continuous stream in

Communication is a continuous stream in
which everything is simultaneously a reaction
which everything is simultaneously a reaction
and an instigation, an instigation and a reaction.
and an instigation, an instigation and a reaction.
-
-
Deborah Tannen (Linguist)
Deborah Tannen (Linguist)
Thats Not What I Meant
Thats Not What I Meant
Communication is a process of coding and

Communication is a process of coding and
decoding messages.
decoding messages.
The Importance of Communication (1 of 3)
Adults spend about two

Adults spend about two
-
-
thirds of their lives
thirds of their lives
communicating.
communicating.
Communication is our connection to the past,

Communication is our connection to the past,
the present as well as the future.
the present as well as the future.
Communication is truly our bridge to the future,

Communication is truly our bridge to the future,
our link to the rest of humanity, and the tool we
our link to the rest of humanity, and the tool we
rely upon the most as we make our way in the
rely upon the most as we make our way in the
world.
world.
Communication is the greatest single factor

Communication is the greatest single factor
affecting a persons health and relationship to
affecting a persons health and relationship to
others.
others.
-
-
Virginia Satir ,
Virginia Satir ,
The New Peoplemaking
The New Peoplemaking
Top executives from Fortune 500 companies

Top executives from Fortune 500 companies
rate communications skills as the most
rate communications skills as the most
important quality for business leaders.
important quality for business leaders.
-
-
New York Times
New York Times
Business Section
Business Section
There may be no single thing more important

There may be no single thing more important
in our efforts to achieve meaningful work and
in our efforts to achieve meaningful work and
fulfilling relationships than to learn and practice
fulfilling relationships than to learn and practice
the art of communication.
the art of communication.
-
-
The Art of Leadership
The Art of Leadership
Max De Pree , Author
Max De Pree , Author
Im surprised how so many people struggle

Im surprised how so many people struggle
with communication.
with communication.
-
-
Michael Rook, Production Manager
Michael Rook, Production Manager
Hewlett Packard, San Diego, CA
Hewlett Packard, San Diego, CA
Communication Skills ( 1 of 4 )
Certain Skills and Perceptions
Certain Skills and Perceptions
:
:
1.
1.
The ability to understand and communicate
The ability to understand and communicate
with yourself.
with yourself.
2.
2.
Knowledge of how and why you and those
Knowledge of how and why you and those
whom you relate see things the way you do.
whom you relate see things the way you do.
3.
3.
An appreciation of the extent to which gender,
An appreciation of the extent to which gender,
culture ,the media and new technologies affect
culture ,the media and new technologies affect
communication.
communication.
4.
4.
The capacity to listen and then process the
The capacity to listen and then process the
information you receive.
information you receive.
5.
5.
Sensitivity to silent messages that you and
Sensitivity to silent messages that you and
other people send.
other people send.
6.
6.
Knowledge of how words affect you and those
Knowledge of how words affect you and those
whom you relate.
whom you relate.
7.
7.
An understanding of how relationships
An understanding of how relationships
develop.
develop.
8.
8.
An understanding of how feelings and
An understanding of how feelings and
emotions affect relationships.
emotions affect relationships.
9.
9.
The ability to handle conflict by learning how
The ability to handle conflict by learning how
to disagree by without being disagreeable.
to disagree by without being disagreeable.
10.
10.
An understanding of the behaviors that
An understanding of the behaviors that
contribute to successful group decision
contribute to successful group decision
-
-
making, leadership and team building.
making, leadership and team building.
11.
11.
An understanding of how beliefs ,values and attitudes
An understanding of how beliefs ,values and attitudes
affect the formulation and reception of messages and
affect the formulation and reception of messages and
the development of speaker
the development of speaker
-
-
audience relationships.
audience relationships.
We are much better communicators when we

We are much better communicators when we
know
know
more about ourselves,
more about ourselves,
think
think
about how and
about how and
what we communicate and
what we communicate and
act
act
according to the
according to the
changes in our circumstance and environment.
changes in our circumstance and environment.
-
-
Theo Theobald
Theo Theobald
Achieves shared understanding

Achieves shared understanding
Stimulates others to take actions to achieve goals

Stimulates others to take actions to achieve goals
Directs the flow of information to help people

Directs the flow of information to help people
overcome barriers to open discussion
overcome barriers to open discussion
Channels information to encourage people to

Channels information to encourage people to
think in new ways and to act more effectively
think in new ways and to act more effectively
Types of Communication (1 of 2 )
1. Intra
1. Intra
-
-
personal
personal
Communication
Communication
Communication with
Communication with
the self
the self
2. Inter
2. Inter
-
-
personal
personal
Communication
Communication
The relationship level of
The relationship level of
communication
communication
3. Group
3. Group
Communication
Communication
Interaction with a
Interaction with a
limited number of
limited number of
persons
persons
4. Public Communication
4. Public Communication
Communication designed to
Communication designed to
inform or persuade audience
inform or persuade audience
members
members
5. Mass Communication
5. Mass Communication
The transmission of messages
The transmission of messages
which may be processed by
which may be processed by
gatekeepers prior to being sent
gatekeepers prior to being sent
to large audiences via a
to large audiences via a
channel of broad diffusion
channel of broad diffusion
6. Online or Machine
6. Online or Machine
-
-
assisted Communication
assisted Communication
The building of relationships
The building of relationships
using computers and the
using computers and the
internet
internet
Communication : Modes
Communication : Modes
Verbal
Verbal
Vocal
Vocal
Visual
Visual
Is Communication Verbal, Vocal or Visual?
Is Communication Verbal, Vocal or Visual?
Visual
55%
Vocal
38%
Verbal
7%
Visual
Vocal
Verbal
Basic Forms of Communication
Basic Forms of Communication
Nonverbal
Nonverbal
Less structured, harder to classify

Less structured, harder to classify
More spontaneous, less control

More spontaneous, less control
Verbal
Verbal
More structured, easier to study

More structured, easier to study
Conscious purpose, more control

Conscious purpose, more control
TYPES OF NON
TYPES OF NON
-
-
VERBAL MESSAGES
VERBAL MESSAGES
Body Language or
Body Language or
K
K
inesics
inesics
Clothing or
Clothing or
Artifactual
Artifactual
Communication
Communication
Voice or Paralanguage
Voice or Paralanguage
Space and
Space and
d
d
istance
istance
, or
, or
Proxemic
Proxemic
factors
factors
Color
Color
Time, or
Time, or
Chronemics
Chronemics
; and
; and
Touch, or
Touch, or
Haptics
Haptics
Usage of Communication Channels
Usage of Communication Channels
Listening
Listening
-
-
45%
45%
Speaking
Speaking
-
-
30%
30%
Reading
Reading
-
-
16%
16%
Writing
Writing
-
-
9%
9%
How Oral and Written
Communication Differ ( 1 of 2 )
Written communication
Written communication
1. is more likely to involve creative effort,
1. is more likely to involve creative effort,
2. has longer cycles, and
2. has longer cycles, and
3. usually has fewer cycles.
3. usually has fewer cycles.
Writing is thinking on paper. Anyone
who thinks clearly should be able to
write clearly about any subject at all.
-William Zinsser
(Author)
On Writing Well
Who is a Communicator?
Who is a Communicator?
A communicator is a person who enters into a

A communicator is a person who enters into a
relationship with other people.
relationship with other people.
Terminology
Terminology
:
:
SENDER
SENDER
-
-
RECEIVER
RECEIVER
SPEAKER
SPEAKER
-
-
AUDIENCE
AUDIENCE
ENCODER
ENCODER
-
-
DECODER
DECODER
Elements of Communication ( 1 of 2 )
1. Sender
1. Sender
Person who formulates, encodes, and
Person who formulates, encodes, and
transmits a message
transmits a message
2. Receiver
2. Receiver
Person who receives, decodes and
Person who receives, decodes and
interprets a message
interprets a message
3. Message
3. Message
The content of a communicative act
The content of a communicative act
4. Channel
4. Channel
A medium through which a message
A medium through which a message
is sent
is sent
5. Noise
5. Noise
Anything that interferes with or
Anything that interferes with or
distorts the ability to send and
distorts the ability to send and
receive messages
receive messages
6. Context
6. Context
The setting
The setting
7. Feedback
7. Feedback
Information returned to a
Information returned to a
message source
message source
8. Effect
8. Effect
The communication outcome
The communication outcome
The Communication Process
The Communication Process
Sender has an idea

Sender has an idea
Sender encodes the idea

Sender encodes the idea
Sender transmits the message

Sender transmits the message
Receiver gets the message

Receiver gets the message
Receiver decodes the message

Receiver decodes the message
Receiver sends feedback

Receiver sends feedback
Basic Model of the Communication
Basic Model of the Communication
Process
Process
1
1
. A message sent by B arrives in Ms sensory
. A message sent by B arrives in Ms sensory
world.
world.
2
2
. Ms senses pick up the message, but may also
. Ms senses pick up the message, but may also
pick up competing information.
pick up competing information.
3
3
. Bs message is filtered through Ms unique mind
. Bs message is filtered through Ms unique mind
and is given meaning.
and is given meaning.
4
4
. The meaning given may trigger a response,
. The meaning given may trigger a response,
which Ms unique mind forms.
which Ms unique mind forms.
5
5
. M sends the message to B. It enters her sensory
. M sends the message to B. It enters her sensory
world, and a second cycle begins.
world, and a second cycle begins.
1.
1.
Communication is Dynamic.
Communication is Dynamic.
2.
2.
Communication is Unrepeatable and
Communication is Unrepeatable and
Irreversible.
Irreversible.
Communication Barriers ( 1 of 3 )
1. Physical barriers
1. Physical barriers
Time,physical
Time,physical
environment, physical
environment, physical
medium of communication
medium of communication
2. Cultural barriers
2. Cultural barriers
Cultures, subcultures and
Cultures, subcultures and
dominant cultures
dominant cultures
3. Experiential barriers
3. Experiential barriers
Ive been there

Ive been there
4. Perceptual barriers
4. Perceptual barriers
Perceptions differ,
Perceptions differ,
Conclusions not intended
Conclusions not intended
may be drawn
may be drawn
5. Motivational barriers
5. Motivational barriers
Mental inertia
Mental inertia
6. Emotional barriers
6. Emotional barriers
The personal element
The personal element
7. Organizational barriers
7. Organizational barriers
The NEED TEST
The NEED TEST
8. Linguistic barriers
8. Linguistic barriers
Words as hammers or
Words as hammers or
mirrors
mirrors
9. Nonverbal barriers
9. Nonverbal barriers
Negative Non verbal
Negative Non verbal
gestures
gestures
10. Competition barriers
10. Competition barriers
Competition for the
Competition for the
readers attention
readers attention
Overcoming Barriers
Overcoming Barriers
A. Adopt audience
A. Adopt audience
-
-
centered approach
centered approach
B. Foster open communication climate
B. Foster open communication climate
C. Commit to ethical communication
C. Commit to ethical communication
D. Create lean, efficient messages
D. Create lean, efficient messages
Functions of Communication
Functions of Communication
Helps develop understanding and insight

Helps develop understanding and insight
Establish and build meaningful

Establish and build meaningful
relationships
relationships
-
-
the need for inclusion
the need for inclusion
-
-
the need for control
the need for control
-
-
the need for affection
the need for affection
Influence and persuasion

Influence and persuasion
5 Axioms of Communication
5 Axioms of Communication
1.
1.
You cannot not communicate.
You cannot not communicate.
2.
2.
Every interaction has a content dimension and
Every interaction has a content dimension and
a relationship dimension.
a relationship dimension.
3.
3.
Every interaction is defined by how it is
Every interaction is defined by how it is
punctuated.
punctuated.
4.
4.
Messages consist of verbal symbols and non
Messages consist of verbal symbols and non
-
-
verbal cues.
verbal cues.
5.
5.
Interactions are either symmetrical or
Interactions are either symmetrical or
complementary.
complementary.
Axiom One : Strategies to not Communicate
Axiom One : Strategies to not Communicate
Rejection
Rejection
Communication that rejects
communication efforts
communication efforts
Acceptance
Acceptance
Willingness to receive and respond to
Willingness to receive and respond to
a message
a message
Disqualification
Disqualification
Communication that invalidates a
Communication that invalidates a
message sent
message sent
The symptom as
The symptom as
communication
communication
The use of an excuse as a reason for
The use of an excuse as a reason for
not wanting to communicate
not wanting to communicate
Axiom Two : Dimensions of
Axiom Two : Dimensions of
Communication
Communication
Content Level
Content Level
The information or data level
The information or data level
Relationship Level
Relationship Level
The level of interpretation
The level of interpretation
Confirmation
Confirmation
Acknowledgement and
Acknowledgement and
acceptance of another
acceptance of another
Rejection
Rejection
anothers self
anothers self
-
-
concept
concept
Disconfirmation
Disconfirmation
Communication that shows a
Communication that shows a
lack of interest in another person
lack of interest in another person
Axiom Three : Communication
Axiom Three : Communication
Communication had no clearly distinguishable

Communication had no clearly distinguishable
starting point or end point.
starting point or end point.
It is extremely difficult to define what is stimulus

It is extremely difficult to define what is stimulus
and what is response.
and what is response.
What is stimulus for one is response for the

What is stimulus for one is response for the
other.
other.
Communication is circular
Communication is circular
it is a continuous ,
it is a continuous ,
ongoing series of events.
ongoing series of events.
Axiom Four : Two kinds of Messages
Axiom Four : Two kinds of Messages
1. Digital : the word level of communication
1. Digital : the word level of communication
2. Analogic : the continuous stream of non
2. Analogic : the continuous stream of non
-
-
verbal
verbal
cues
cues
Content
Content
of a message more likely to be
of a message more likely to be
communicated through the
communicated through the
digital system
digital system
,
,
whereas the
whereas the
relationship
relationship
level of the message
level of the message
through the
through the
analogic system
analogic system
.
.
While one may lie with words , the non

While one may lie with words , the non
-
-
verbal
verbal
signals one emits are likely to give one away.
signals one emits are likely to give one away.
Axiom Five : Kinds of Interactions
Axiom Five : Kinds of Interactions
Symmetrical interaction
Symmetrical interaction
A relationship in which the
A relationship in which the
behavior of one person mirrors
behavior of one person mirrors
the behavior of another person
the behavior of another person
Complementary interaction
Complementary interaction
Communication in which
Communication in which
interactants engage in opposite
interactants engage in opposite
behavior
behavior
Symmetrical escalation
Symmetrical escalation
A relationship in which
A relationship in which
individuals compete for control
individuals compete for control
Rigid complementarity
Rigid complementarity
A relationship characterized by
A relationship characterized by
fixed, unchanging roles
fixed, unchanging roles
REFERENCES
REFERENCES
Bovees
Bovees
Business Communication Today
Business Communication Today
-
-
Prentice Hall
Prentice Hall
Lesikars
Lesikars
Basic Business Communication
Basic Business Communication
-
-
TMH
TMH
Bell and Smiths

Bell and Smiths
Management
Management
Communication
Communication
John Wiley
John Wiley
Gamble and Gambles

Gamble and Gambles
Communication
Communication
Works
Works
-
-
TMH
TMH
Communication : An Introduction
Communication : An Introduction
THANK YOU
THANK YOU

Communication The Basics

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Communication The Basics

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Communication:

The Importance of Communication

Benefits of Effective Communication

Modes, Forms and Channels of Communication

The Process of Communication

The Basic Model of Communication

Face to Face Conversations

Memos and Letters

Proposals and Reports

Correspondence and Junk Mail

Communication springs from the Latin verb

Communication is the deepest core of our

Communication is the process of sending and

Communication is not just about words, paint

Whether clear or garbled,tumultuous or

Communication is the deliberate or accidental

Communication is a continuous stream in

Communication is a process of coding and

Adults spend about two

Communication is our connection to the past,

Communication is truly our bridge to the future,

Communication is the greatest single factor

Top executives from Fortune 500 companies

There may be no single thing more important

Im surprised how so many people struggle

We are much better communicators when we

Achieves shared understanding

Stimulates others to take actions to achieve goals

Directs the flow of information to help people

Channels information to encourage people to

Less structured, harder to classify

More spontaneous, less control

More structured, easier to study

Conscious purpose, more control

A communicator is a person who enters into a

Sender has an idea

Sender encodes the idea

Sender transmits the message

Receiver gets the message

Receiver decodes the message

Receiver sends feedback

Ive been there

Helps develop understanding and insight

Establish and build meaningful

Influence and persuasion

Communication had no clearly distinguishable

It is extremely difficult to define what is stimulus

What is stimulus for one is response for the

While one may lie with words , the non

Bell and Smiths

Gamble and Gambles

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