What is communication?

Communication in its simplest form is conveying of information from one person to another.

Communication is
the transfer of information from one person to another.
It is, according to George Terry,

an exchange of facts, ideas, opinions or emotions by two or more persons.

 Communication is a process of transmitting and receiving verbal and nonverbal messages.

Communication is a two way process of exchanging ideas or information.

Communication is transfer of information. It takes place through a process.

The simplest model of communication process

Sender--------Message------Receiver

Process of Communication
transmission
encoding decoding

Sender
decoding

noise

Receiver
encoding

transmission

Components of Communication

Context Sender encoder Message Medium Receiver decoder Feedback

Forms of communication

Verbal communication

Non-verbal communication

Verbal communication
This form of communication uses words spoken or written to communicate.

Verbal Communication Oral

Written

Oral Communication

Face to face discussion Telephone / cellular phone Presentation Intercom Radio/T.V. Tape-recorder Speech Interview Grapevine Group Discussion

Components of Oral Communication

Presentation Audience awareness Critical listening Body language

Presentation

Oral presentation

Written Communication
Notice Telegram Memorandum Telex Fax Email Letter Newspaper/journal/magazine

Components of Written Communication

Academic writing Revision & editing Critical reading Presentation of data

Nonverbal communication means all communication that involves neither written nor spoken words but occurs without the use of words

Non-verbal communication The communication that does not use words spoken or written is called non-verbal communication.

Nonverbal Communication
Body Language Sign Language
Paralanguage

Components of Nonverbal Communication

Audience awareness Personal presentation Body language

Body Language
Facial Expressions Eye Contact Posture Gestures Body Shape Smell and Touch Silence

Body Language
Posture Eye contact Gesture Body shape Circumstantial language

Body Language
Posture Circumstantial language Body shape Facial expression

Body Language

Facial expression

Body Language
Sign ? Symbol ? Facial expression ?

Body Language

Facial expression

Body Language

Symbol

Nonverbal communication

Cultural factor

Nonverbal communication

Time

Sign Language
Symbols
Visual symbols Audio symbols

Nonverbal communication

Visual communication

Paralanguage
Pitch Variation Volume Speed and Pause Stress on words Non-fluencies Circumstantial language

What is effective communication?

Communication is considered effective when it achieves the desired reaction or response from the receiver.

Barriers of Communication

Noise :

1 Physical 2 Physiological 3 Psychological

Barriers of Communication

Barriers on the part of the sender Barriers on the part of the receiver Barriers on the part of the organization

Barriers on the part of the sender

Faulty planning Vague Presumptions Semantics Poorly expressed contents Emphasizing the wrong part of the message

Barriers on the part of the sender

Inconsistent verbal and nonverbal communication Emotional factor Status factor Filtering

Barriers on the Part of the Receiver

Distraction Poor listening and instant reaction Emotional constraints Closed minds Filtering Distrust

Organizational and Other Barriers

Noise Insufficient time period Loss during transmission and poor retention Barriers due to organization structure Cultural barriers

Remedies to overcome the barriers

Follow up and feedback Check the functioning of the channels of communication Timing Attention to language Removal of personal barriers Cultural consciousness

What Does Communication Accomplish?

Management Happens Through Communication

Managers Have Three Basic Jobs

To collect and convey information To make decisions

To promote interpersonal unity

Mediums for communication

Oral communication Written communication Visual communication Audio-visual communication Computer based communication

Choice of Medium
The type of audience to be reached The speed with which the message should be conveyed Need for confidentiality Need for accuracy Need for reliability Availability of a particular medium Intensity and complexity of the message

What Makes a Message Effective?

Good business and administrative writing is Clear Coherent Complete Correct Concise Builds Goodwill

How to achieve effectiveness

Command over language Adequate knowledge of human psychology Adequate knowledge of subject Sincerity and accuracy of facts/data Imagination and perception Cheerfulness

How to Analyze Business Communication Situation?

Purpose Audience Information Benefits Objections Context and circumstances

Making Ones writing More Effective

Business communications need both to solve the organizational problem and meet the psychological needs of the people involved.
planning writing revising

Content and Clarity

Does your document meet the needs of the organization and of the reader and make you look good? Have you given the readers all the information they need to understand and act on your message? Is all the information accurate? Is each statement clear? Does it contain adequate supporting details?

Organization and Layout

Is the choice of the channel proper? Are transitions between the ideas smooth? Is the document properly designed? Are the first and the last paragraphs effective?

Style and Tone

Is the message easy to read? Is the message friendly and free from biased language? Does the message build goodwill?

Using Right Type of Communication

If your audience is: Introvert type Extrovert type Intuitive type Thinking type Sensitive type
Use logic not emotion Express your concern about the people-needs of the organization Use this strategy Write a memo Try out your ideas orally Present the big picture first

Communication Systems
z

Chief Executive

Managing Director

Company Secretary

Financial Director

Sales Director

Communication Systems
Downward Communication Upward Communication Horizontal Communication Diagonal Communication Grapevine

Chief Executive
Downward Communication

Upward Communication

Managing Director

Company Secretary

Financial Director

Sales Director

Downward Communication
Where higher levels communicate with staff below them. memos notices in-house newsletter company handbook procedure manuals

Downward Communication
a. motivation b. job instructions related to specific tasks c. job rationales explaining the assign task in relation to other organizational tasks. d. procedures and practices of the organization e. feedback on individual performances

Upward Communication
Communications are directed upwards to managers, supervisors or directors by using:
memos reports meetings informal discussions

Horizontal Communication
This occurs between people of the same status sales staff, departmental heads, directors, supervisors by using: memos reports committee meetings seminars / conferences

Diagonal Communication
Tasks that involve more than one departments and without any obvious line of authority. It largely relies on cooperation, goodwill and mutual respect between concerned individual. It may use memos and informal discussions

Grapevine
This is an unofficial system of communication. When correct lines of communications are not used, the grapevines results.

Written Communication Skills

Checklist for Effective Writing

Content and clarity Organization and Layout
Style and Tone

Purposes of writing business letters

To Inform To Persuade
To Collaborate

To Inform
The first purpose of written communication is to inform the receiver of the message. For instance: To present last months sales figures the Vice president of the Marketing.

To Persuade
The second purpose of the written communication is to convince the readers of our subject. For instance: To convince the Vice President of the Marketing to hire more sales representatives.

To Collaborate
The final purpose of written communication is to collaborate. For instance: To help Personnel Department in developing a training programme to new employees of the Sales Department.

Five Stages of Writing

Thinking and Planning The Reader Capturing Ideas Shape and Structure Editing, Revising and Proof Reading.

Business Letters
Business letters are basic means of communication between two individuals or companies. A successful letter should be able to get the response that we expect from the reader.

Business Letters
Business letters are written to inform readers about specific information and also to persuade others to take action or to propose your ideas. The key to write a business letter is to get to the point as quickly as possible and to present our information clearly.

Steps in Formulation of Letters

1. Consider the Reader: One of the main steps in formulation of the letter is to consider the reader. The main idea of writing a message is to make the reader to understand what we want to convey.

Steps in Formulation of Letters

2. Be Personal: The message should be given a personal touch. 3. Be Concise and To the Point: The language of the letter should be concise and straight.

Steps in Formulation of Letters

4. Be Friendly and Build the Relationship: Communication is all about building relationships. The message should have the touch of friendliness so that a better business relationship can be built in the future.

Steps in Formulation of Letters

5. Correctness: After writing down the message, we should do an editing on the written matter. Check for spelling mistakes, the usage of grammar and facts that have been use in the letter.