COMMUNICATION

Features

 Two way process of exchanging ideas or

information.
 Involves a systematic process of telling
listening and understanding.
 Verbal and non verbal
 Circular flow
 Goal oriented
 Continuous process
 Pervasive activity
Process
 Semantic Barriers: such barriers result due to
use of wrong words, faulty translations,
different interpretations.
 Psychological Barriers: The state of mind of
both sender and receiver of communication
reflects in effective communication.
 Organizational Barriers: rigid rules and
regulations and cumbersome procedures may
also become a hurdle to communication.
 Personal Barriers: Both of the sender and
receiver may act as a barrier
 Physical Barriers: distance between the
sender and the receiver
 Emotional barriers: emotions like anger humour,
frustration can blur decision making.
 Cultural barriers: different cultures have different
meanings.
 Technological barrier: advancement or lag both
are barriers.
 Perception barrier: different people different
perception
SEVEN C’S OF COMMUNICATION
 Completeness
 Conciseness
 Clarity
 Correctness
 Concreteness
 Consideration
 Courtesy
Completeness

Every communication should be complete and

adequate:
 Provides all necessary information
 Brings desired results
 Gives something extra and desirable
Conciseness

Communication should be able to convey

things in fewest possible words. Therefore:
 Should include only relevant information
 Avoids repetition
 Eliminates wordy expression
 Organized message
Clarity

Message should be put in simple terms to

ensure clarity. For this:
 Message should be clear and concrete
 Words should be familiar
 Purpose should be clear
Correctness

Message should have:

 Grammar, punctuation and spellings
 Correct level of language
 Accuracy of facts, figures and words.
Concreteness

Message should be specific and definite rather

than vague and general. For this:
 Usage of concrete expression.
 Use specific facts and figures
 Choose image building words.
Consideration

Preparing the message with the receiver mind.

For this:
 Focus on “You” instead of “I”
 Emphasis on positive and pleasant facts
 Show empathy
 Focus on benefit and interest of receiver.
Courtesy

Message should have socially acceptable

manners. For this:
 Polite and humble
 Prompt answer
 Show respect
 Use non discriminatory expression
 Apologies for omissions
Objectives of communication

 Exchange of information
 Issue of orders and instruction
 Education
 Advice and counseling
 Persuasion
 Suggestions
 Motivation
 Raising Morale
 Warning
Importance of communication

 Facilitates planning
 Achieve coordination
 Facilitates better administration
 Creates mutual trust
 Motivation of employees
 Builds commitment
TYPES OF COMMUNICATION
 Types of
Communication

Channel Direction Method

Downward
Formal Upward Verbal
Informal Horizontal Non Verbal
Diagonal
Formal Communication

Official communication that follows a chain of

command.
Advantages
1. Orderly flow of authentic information
2. Identified source
3. Answerability of action
Disadvantages
1. Time consuming
2. Lack of personal touch
Informal Communication

 Communication which is not officially

recognized.
Advantages
1. Speed and feedback
2. Avenue of expression
3. Better human relations
Disadvantages
1. Distortion
2. Unreliable
3. Problem of fixing responsibility
Types of Grapevine
Grapevine Communication

 Single Strand Network: Communication

with another through intervening person.
 Gossip Network: Communication with
everyone non selectively
 Probability Network: Communication with
other according to law of probability
 Cluster Network: communication with only
trusted ones.
Oral Communication

 It includes face-to-face conversations,

speech, telephonic conversation, video, radio,
television, voice over internet.
 Is influenced by pitch, clarity, speed and
volume.
Advantage
Quick feedback
Disadvantage
Less space for deep thinking
Written Communication

 Message can be transmitted via email, letter,

report, memo etc.
Advantage
Message can be edited and revised
Enables complete understanding
Disadvantage
Delays feedback
Time consuming
Non Verbal Communication

 Its all about body language of the speaker

 Involves:
1. Gestures
2. Posture
3. Symbols
4. Facial expression
5. Silence
6. Personal appearance
7. Space and distance
8. Paralanguage: tone, pitch, rhythm, loudness
Downward Communication

 Flow of information is from top level to lower

level.
 Handbook, Pamphlets, Bulletins, House
Journal, Direct Mail, Annual Report
Advantages
Information about plans, policies, duties etc
Disadvantage
Time consuming, filteration of information
Upward Communication

 Flow of information from lower to higher

level
 Medium can be suggestion system, Grevance
procedure, open-door policy, questionnaire,
ombudsperson.
Advantage
Feedback, creative ideas, better relation
Disadvantage
Fear, low moral
Horizontal Communication

 Transmission of information at same level

and status
Advantage
Speeds up flow of information, mutual trust,
relieves burden of top management.
Limitations
Lack of knowledge, likes and dislikes among
people, difference of perception
Diagonal Communication

 Flow of information across different levels in

organization.
Advantage
Increases efficiency
Limitation
Departs from normal chain of command.