Sunaina Sangwan ITM University

Communication

is the sum of all things one person does when he wants to create understanding in the mind of another. It is a bridge of meaning. It involves a systematic and continuous process of telling, listening and understanding. - Allen Communication is a two way process of exchanging ideas or information - Murphy

 Two

way process Information sharing and understanding Verbal and/or non-verbal Circular flow Goal oriented Continuous process Pervasive activity

 Exchange

of information Issue of orders and instructions Education Advice and counseling Persuasion Suggestions Motivation Raising morale Warning

 Giant

organization Global business environment Technological advancement Timely information Better human relations Better public relations

 Facilitates

planning Basis for decision making Achieve effective coordination Facilitates better administration Creation of mutual trust and confidence Motivation of employees Building employee morale Binding force or commitment Facilitates effective control

 Touch

with the external environment Handling competition Building PR

Sender

Feedback

Encoding

Noise
Channel/ Media

Decoding

Receiver

 Sender/Communicator
Message/Information Encoding Communication Receiver Decoding Feedback

Channel & Media

Oral

Verbal
Written

Kinesics Media Paralanguage

Proxemics Non-Verbal Chronemics

Sign Language

Artifactual Communication

Miscellaneous

Silence

Listening

MERITS
Accurate and precise Can be repeatedly referred to Permanent record Legal document Facilitates assignation of responsibilities Has wide access Suitable to transmit complex information and statistical data Formal & authoritative

DEMERITS
Time consuming Costly Quick clarification not possible Literal skill required Risk of leakage

MERITS
Saves time Saves money More forceful Conveys shades of meaning Immediate feedback Immediate clarification Can be informal hence good for corporate relations More effective with groups

DEMERITS
Problem of distance Unsuitable for lengthy message Messages cannot be retained for long No legal validity Greater chances of misunderstanding Not easy to fix responsibility in case of misunderstanding

Brevity Precision Conviction Logical sequence Appropriate word choice Avoiding hackneyed phrases Right use of paralinguistic elements Congruity between verbal and nonverbal media Attentive listening Natural voice Finding the right register

 Communication

of words Substitutes; repeats, complements; accentuates or contradicts a verbal message Characteristics

transmitted without the use

Spontaneous process Verbal and non-verbal clues simultaneously exist Suggestive of social status and education level Cultural bias Should be interpreted in context Not suitable for lengthy, complex messages Can be affected/deliberate

 Could

be: -

Visual Communication
Visual signs, road signs, traffic signals, etc. Instantaneous transmission of the message Universal acceptability Suitable only for simple, short messages Often used in combination with other media Visuals illustrate and enliven the message Appeals to our sense of hearing Immediate message to a very large number Very limited use

Audio Communication

Audio-visual Communication

 Could

be: -

Audio-visual Communication
Combines advantages of both audio & visual communication Messages retained much longer Most suitable for mass publicity Visuals should be interesting, narration clear, precise, lucid and easy to understand

 Includes:

Facial expressions Gestures movement of hands, head and legs Body movements Posture Eye contact Touch (Haptics)

 Kinds

of Kinesics: -

Emblems
Represent ideas or icons through visual images Often carry cultural orientations Movements of hands and arms to suggest the size or shape of something or to suggest frequency or speed Indicators of inner emotions Non-verbal cue that control the flow of communication between individuals

Illustrators

Affect displays

Regulators

Adaptors

Display of a fragment of a actual behavior

Tone

Gentle, persuasive, appreciative, sarcastic, angry, sardonic, etc. Variations are necessary to keep listeners active Important parts should be spoken slowly with proper use of stress and pauses

Pitch

Speed of delivery

Pauses Stress

Syllable stress; word stress

Speech breakers

Non-fluencies oh, er, you know, etc.

 Message

transmitted by physical setting of the office, ones clothes, shoes and accessories Indication of a persons status and taste Simple and sober dress with matching accessories desirable Indicators:

Physical setting of the office Dress and accessories

 Study

of space b/w individuals; Defines level of proximity between two individuals

Intimate Zone (Physical Contact to 18 inches) family members, close relatives and very selected friends
Friendly Zone (18 inches to 4 feet) informal business gatherings, gettogethers, business parties Social Zone (4 feet to 10 feet) business/formal transactions Public Zone (over 10 feet) public gatherings

Study of time How people handle time a reflection of their personality

 Important

to complete communication cycle Must be empathic Helps managers to know their organization better, pacifies complaining employees, and helps managers to identify and deal with trouble spots

Types/Channels
Formal Communication
Vertical Communication Horizontal Communic ation Diagonal Communic ation

Informal Communication
Single strand Gossip Cluster Probability

Upward communic ation

Downward Communic ation

 Flows

along a prescribed channel, which all members desirous of communicating with someone are obliged to follow

Flows from superior to subordinate Objectives

To To To To To To

give specific directives coordinate functioning of departments explain role and its rationale appraise subordinates motivate employees explain policies and organizational procedures

Media
Important directives letters, memos, emails Announcement of policies circulars, house organs, manuals, bulletins Activities and achievements annual report, house organs, notices Miscellaneous information posters, notices

Limitations

Under/over communication Delay Loss of information Distortion Filtering One-way communication Built in resistance

Effective DC
Managers should be adequately informed Managers should be clear about how much to communicate Some authority should be delegated to shorten line of communication Information should be passed to the correct person

Importance

Providing feedback Reporting job progress Seeking superiors intervention for problem solving Outlet for pent up emotions Constructive suggestions Easier introduction of new schemes Greater harmony and cohesion

Methods

Open door policy Suggestion/complaint boxes Social gatherings Reports and Direct Correspondences Counseling

 Limitations

Awe of authority Fear of adverse reaction Distortion and filtering Bypassing the superiors Information overload

Effective

UC

Managers initiative to get close to the subords. Short lines of communication Prompt redressal of grievances

 Flows

between people of the same level Important for promoting understanding and coordination amongst various people or departments. It also helps in decision making, problem solving and resolving conflicts Methods

Face to face discussion Telephonic talk Periodical meetings Letters, memos, emails, reports, etc.

 Limitations

Lack of authoritativeness Interpersoanl rivalries Interdepartmental rivalries

Communication between two individuals different levels in different departments Advantages

at

Expediting of work Quick feedback Less distortion and dilution Better coordination Faster problem solving

Disadvantages
Normal channels are disrupted Bypassed superiors may feel incensed and refuse to cooperate May cause chaos

 GRAPEVINE
Primarily

a channel of horizontal communication, it may also vertically or diagonally Types

Importance

Emotional relief Harmony and cohesiveness Supplement to other channels Fast Provides feedback Distortion of message Incomplete information Destructive swiftness Keep an eye on rumor-mongers Use it primarily for feedback Contradict rumors promptly Involve workers in decision making process

Demerits

Effective grapevine

7 Cs of Communication
Concreteness Conciseness Consideration

Completeness

Courtesy

Clarity

7 Cs

Correctness

Clarity of Thought
What is the objective of communication? What is to be communicated? What medium will prove to be the most suitable for this purpose?

Clarity of Expression

Use simple words Use single words for long phrases Use verbs for nouns Avoid redundancy Use concrete expressions Prefer active constructions Avoid excessive use of the infinitive Avoid jargon Avoid ambiguity Use short sentences

 Answer

all questions Check for 5 W questions:

Who What Where When Why

 Include

only relevant facts Avoid repetition Avoid wordy expressions Organize your message well

 Being

specific, definite and vivid rather that vague or general Guidelines:

Use concrete expressions Use specific facts and figures Put action in your verbs Choose vivid, image building words with caution

 Implies

respect for the readers point of view For consideration:

Adopt the you attitude Avoid gender bias Emphasize positive, pleasant facts Impart integrity to your message

 Courtesy

begets courtesy For courtesy:

Answer/acknowledge promptly Do not use irritating/offensive expression Apologize sincerely for any omissions Thank profusely for any flavors

HC

use empathy UC brief & complete message; be respectful but not fawning DC brief, clear & courteous

 Give

correct facts Send your message at the right time Send your message in the correct style

Wrong choice of medium Physical barriers

Noise Time and distance Poor timing

Semantic barriers
Interpretation of words Bypassed instructions Denotation, connotations

Different comprehensions of reality

Abstracting Slanting Inferring

Socio-psychological barriers including cultural barriers

Attitudes and opinions; Emotions; Cultural diversity; Closed mind, Frame of reference; status consciousness; source of communication; inattentiveness; conflicting goals; faulty transmission; poor retention; unsolicited communication

 Two

way channel Mutual trust Clarity of message Timely message Consistency of message Good relations Feedback Empathic listening Flexibility