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fining communication- It is derived from the word communis

hich in Latin means common. It stands for the common activity of

uman beings of conveying opinions feelings or information etc.

mmunication is a process of passing information and understanding from one person to another. ____ Keith Da

mmunication is any behaviour that results in an exchange of meaning

The American Management Association

mmunication is the process by which information is passed between individuals and/or organizations by means of

eviously agreed symbols

Peter Little

sender mediamessage receivermessage

Information

sourceEncoding

ChannelDecoding Destination

Feedback

Shanon-Weaver Model

Noise

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1. Information

Source Sender,

person who

transmits the

message2. Encoding Puts

it into words orsymbol

3. Channel Oral, written, electronic signal etc.

4. Decoding Receivers interpretation5. Feedback acting on communication

6. Noise It can be described as any sort of distortion hindrance,

which prevents transmission of message.7. Filters These are mental in nature

lassification Of communication1. Interpersonal2. Interpersonal

3. Group

4. Mass5. Verbal

6. Nonverbal

mportance of Communication

Objectives / Purpose of communication

Information Persuasion

Channels of Communication

Downward; From Top to Bottom e.g.. Instructions, orders, training,

advice,motivation, counseling, warning

. Upward ; From Bottom to top e.g request, application, appeal,

demand, representation, complaint, suggestion

. Horizontal ; among colleagues e.g. grapevine, gossip etc.

. Diagonal ; Among all e.g.suggestions box, complaint box

How Communication takes place

Source creates

messageSelects Channel

Sends

message

FiltersExperience

Knowledge

feelings

ReceiverGets

messageInterprets

feedback

1 2 3

45

6

Noise

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1. Healthy Organisational environmentCommunication is to organisation as blood is to human body.In an

organisation many people from different background work together as well as interact with outer agencies.

Communications through perfect co-ordination binds them and is an effective tool in reaching the goals.

1. Management- employee relationship Communication helps the employees and the management to develop

for better mutual understanding and encourage each other to achieve their self-interest.

1. External and Internal Communications NetworkCommunication between management and employee is

internal communication. It helps in the growth of the company as many secret and often embarrassing inciden

kept within the company and are not leaked to the media to avoid a negative image. Breakdowns and other jobassignment are reported on time and changes are done accordingly. Thus the business thrives.similarly in exte

communications information about the product studies and market analyses flows easily resulting into growth

growing number of branches of business houses all over the world the communication becomes the most effectool in management.

Functionalisation division of work into different kinds of duties is called functinalisation.it leads to specialisation

ainings with Spacialised workers like engineers, scientists ,accountants etc. help in the growth of business.

Helps to ease out the complexity of businessIn a company, planning,finance, accounts, purchase, production,

vertising, marketing, store, sales, labour-welfare, cultural activities, are all handled by people who have unique skil

owledge.all these different departments collaborate to mange the business effectively through communications.

Solving labour problemsMore employees are conscious of their rights than before.They are organised into trade

ions.Through effective communications between organisation and trade unions many lockouts and strikes are prev

For growing as multinationalsIt helps in the expansion of business beyond boundaries, as well as in understand

gal, political social, economic and educational environment.hence with globalisation the importance of communicats increased many folds.

Helps in competition -- It is generally seen that the product which is promoted more efficiently is the leader in thearket.A company which keeps its communication links open with its customers through proper feedback has the ch

evolving better than others.

It helps in better participation & delegation Participative mangers communicate better with its employees. Theyd give opinions, views and suggestions with others and work together as a team. Delegations means giving the right

orking n an independent atmosphere to a certain prescribed limits.this provides a sense of involvement and satisfact

e workers and raises their moral.

ESSENTIALS of EFFECTIVE COMMUNICATION

n effective comm. is the key of sure success in the modern world. The increasing specialisation and the expansion an

mplexity of todays trade fare have also brought a revolution in the system of comm. An expert in the field of

anagement or business can survive only if he develops his communicating skills. He must know how to communicat

th the new technical and speedy devices. An efficient management executives spend more than 90% of his time inmmunicating with the banks, transport agencies, government officials, legal advisors, insurance companies, experts

stomers and fellow employees. Good comm. does not occur accidentally but needs lot of hard work to develop it.

ESSENTIALS OF COMMUNICATION

sentials of good communication are: Positive and pleasant approach This approach goes a long way in establishing good relations with others. T

are many occasions when a person has to disagree, refuse, or bear other peoples negativity and temper. But to

handle all these with sugar coated words or tactfully without breaking the good will of the opposite party refleyour positive approach and establishes your goodness in the business circle.

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Appropriate tone, pitch, quality, force and intensity of voice One must ensure to sound natural, friendly,

sincere, pleasant, or authoritative as the situation demands. A good control over your voice is a hallmark of

essential communication.

Self confidence Lack of self confidence can be a critical barrier to effective communication. Self confidence

must to communicate your achievements and capabilities. Organised message The message must consist of an introduction, a body and a conclusion. It should follow

proper order and a definite movement. Avoid being repetitive.

Proper selection and use of media The choice of media available are; audio-visual, non verbal, oral and wrWe must choose the right media depending on the circumstances. We must also pay attention to the right mode

transmitting our communication.

Proper selection and use of the channels It is essential that we follow a proper channel of communication

are grouped in upward, downward, vertical, and horizontal. Grapevine is an informal channel of comm. which

spreads in any direction. Adaptability and attentiveness

Adaptability means getting used to the circumstances and adapting the intellectual, academic, and linguist

mosphere. This results in faster comm. In todays complex and global world adaptability is an essential factor in eff

mmunication. Attentiveness means to keep your eyes, ear and mind open to new ideas knowledge. There cannot be

fective comm. unless the sender and the receiver are attentive to each other. Good listening skills are highly useful ying attention.

You factor Our comm. is effective only when we speak from the receivers point of view. It should be

organised in such a way that it should appeal to the interest of the receiver. hence we must use You much mo

that the use of I or we. The word you is magnetic and highly effective in both the oral and written comm. Time factor - Speed and timeliness contribute significantly to the effectiveness of comm. In today's organisat

goals are set to be achieved within a time frame. Long speeches that stretch beyond their allotted time loose t

force and get diluted. The timing of the communication also is of great importance. How a particular news is thandled and when it is to be communicated makes a lot of difference to the organisation.

CHARACTERISTICS OF SUCCESSFUL COMMUNICATION

SEVEN CS OF COMMUNICATION

Francis J Bergin advocates that there are 7 Cs to a

successful oral and written communication they are

Candidness

Clarity Completeness

Conciseness

Concreteness

Correctness Courtesy

SEVEN Cs OF COMM.

CANDIDNESS It means honest and sincere. Our guiding principle should be fairness to self and to othersinvolved. In oral comm. If we are honest then we are confident, which is of great importance in your

communication.

CLARITY The principal of clarity is most important in all communication. To be clear means to use words

which are accurate and familiar with proper stresses and pauses. Our spoken language should consist of short

sentences and clear words.

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COMPLETENESS Clarity is ensured by completeness of message. In conversation or presentation one can

some part of comm. It is therefore, essential that oral presentations, discussions or dialogues should be as far a

possible, planned and structured.

CONCISENESS This means brief. We should say whatever we have to say in minimum words. We should

being repetitive.ex. At this point of time ( now, at present)

As regards the fact that (Considering)

In due course of time (soon)

not very far from here (nearby) CONCRETENESS -- This means definitive Or specific. Avoid using vague words and passive voice. ex.- W

dont say you are being requested by me but I request you to always use right words to strengthen your po

view.

CORRECTNESS In spoken form of comm. Grammatical errors are somewhat common. But you have to be

perfect in the written comm. As they are easy to spot and gives a bad impression.

COURTESY Courtesy demands that we do not use words that are insulting or hurtful to the listener. In

conversational situations, an effective decorum is to be maintained. We should not be rude and should not use

words of abuse or insult like Bloody or my foot" or shit which are common slang being used by many pe

Our tone should be of respect or authority as the situation demands.

haracteristics of successful communicationcording to Francis J Bergin the seven Cs of successful

mmunications are

1. Candidness / Consideration In business our views should be Honest, sincere, and unbiased.

Focus on You instead of I or We

Show audience benefit or interest in the reciever

emphasize[positive, pleasant facts

Completeness

Provide all necessary information

Answer all questions asked

Give something extra, when desired

Clarity

Choose precise, concrete, and familiar words

Construct effective sentences and paragraph

4. Conciseness

Eliminate wordy expression

Include only relevant material Avoid unnecessary repetition

5. Concreteness

Use specific facts and figures

Put action in your verbs

Choose vivid, image-building words6. Courtesy

Be sincerely tactful, thoughtful, and appreciative

Use expressions that show respect

Choose nondiscriminatory expressions

7.Correctness

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Use right level of language

Check accuracy of figures, facts and words

Maintain acceptable writing mechanics

BARRIERS TO COMMUNICATION

Communication is never perfect. Number of factors are responsible which stands in the way of complete

communication. These are called barriers. Thus the factors which prevents in exact transmitting of the message are

barriers to communication.

PHYSICAL, EXTERNAL OR MECHANICAL BARRIERS:--> DEFECTS IN THE MEDIUM external din some mediums like, telephone, postal system, courier service or even electronic media may fail or break do

due to mechanical faults.

NOISE It interferes with the transmission of the signal. these disturbances are in the form of sounds, visual,

visual, written etc. Bad microphone, noise of machine, loud stereo, poor connectivity of phones, week signals

handwriting etc. are some of the examples.

TIME AND DISTANCE -- The frequency of communication affects relation ships in the organisation this cou

due to working in different shifts. The delay is caused in comm. Often due to some person sticking to strict rouDistance acts as a barrier due to improper sitting arrangements in the offices. Partitions of the cabin and lack o

intercom disturbs the comm.

LANGUAGE AND SEMANTIC BARRIERS

LACK OF COMMON LANGUAGE If the communicator and receiver belongs to different groups theirignorance of each others language acts as barrier to communication.

LACK OF GRAMMATICAL KNOWLEDGE AND POOR VOCABULARY English is one language which

words with multiple meaning. Poor knowledge of English is one of the biggest factors of miscommunication.

SOCIO PSYCHOLOGICAL BARRIERS ATTITUDES AND VALUES The messages are interpreted by the people in terms of their attitude and valu

Self interest prevents people to see others point of view .If the message runs contrary to their view they distort

DIFFERENT PERCEPTIONS OF REALITY Man prefers to believe what he prefers to be true. two people h

different t perception of life. it could be due to diff. physical senses of hearing, sight, taste smell etc. . Hence w

or hear according to our abilities.

FILTERING It is the process of reducing the details or aspects of a message according to the receivers

understanding of the situation

SOCIO-PSYCHOLOGICAL BARRIERS STATUS BLOCK status is the position or social rank of a person in a group. people in senior position mostl

have the attitude of I know better than you'. this acts as barrier. status consciousness often is directly proportioto lack of information.

CLOSED MIND Limited intellectual background, reading causes a persons mind to be narrow. this limits thability to communicate better.

POOR COMMUNICATION SKILLS. lack of skill in writing and speaking prevents a person from framing

message properly. bad listening also results in a communication gap.

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HALO EFFECT AND GROUP IDENTIFICATION -- this is the effect due to a persons trust . We tend to bel

in everything if it is coming from a person of trust.

CROSS- CULTURAL BARRIERS

Each nation has a character of its own they have different set of values and follow a diff. culture. communica

becomes difficult when you are in the company of foreigners. Some of the factors affecting communication incase are

Values

Social relationship

Concept of time Concept of space

Body language& non verbal behaviour

Paralanguage.

NON VERBAL COMMUNICATION

The word non verbal means not involving words or speech. Thus it is a wordless communication throug

medium of gestures , signs, body movements, facial expression, tone of voice, colour, time,

Space etc.

the verbal and non verbal together form the total meaning of the message communicated

NON VERBAL ANALYSIS1. Yawning2. Turning Up the nose

3. Crossing the legs above the knee

4. Sitting on the edge of a chair

5. Rubbing the nose6. Scratching the head Raising an eyebrow

7. Crossing the arms at the chest

8. Biting the lower lip9. cracking the knuckles

10. Stroking the chin

11. Tapping a foot12. Pinching the bridge of the nose

13. Punching a clenched fist into the palm

14. Rubbing the eyes15. Placing the hands on the hips

16. Giving a sidelong glance

17. Pointing the index finger

18. Tugging at the pants while seated19. Shrugging the shoulders

20. Cupping the mouth with hands Fidgeting in a chair

21. Clicking the fingers

22. Placing both hands on the chest23. Placing the feet on the table

Negative gestures

Signs of nervousness Signs of Aggressiveness

Staring

Pointing at someone

Showing a fist

Folding both arms

Hands in pockets

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Scratching

Biting nails

Glancing sideways

Drumming fingers

Clearing your throat too often

Tapping your foot

Sitting on the edge of the chair

Fiddling with tie or hair

Speaking too fast or haltingly

Blinking a lot

Clicking pens

Playing with paper weights

ORAL COMMUNICATION

DEFINITION It is also called verbal communication. It is the interchange of verbal messages between sender a

receiver. It is more immediate than written communication and used more often. It is also more natural and

informal.according to statistics 70% of our waking time is spent communicating.and out of this total 75% is spent

listening and speaking. It is therefore extremely important that for being a good manager we need to learn these twskills effectively.

NEED FOR GOOD ORAL SKILLS. It is not enough for a manger to talk, speak, discuss, converse, argue, or

negotiate an issue. He should be able to converse or discuss persuasively, effectively, and convincingly.

It is said that it does not matter what you say , what matters is how you say it.A good manager needs oral skills to

To help problem solving

To resolve conflict

To influence people

To persuade others

To be assertive without being aggressive To develop listening skills

To be an affective negotiator

To make a proposal

OBJECTIVES A manager performs the maximum of oral comm. his duties involve meetings, discussion,

negotiations, seminars, presentations,interviews, peer conversation, subordinate instructions and telephonic

conversation.All these business activities involve skillful control of tone, voice, pitch, and precise use of words.

COMPARATIVE ADVANTAGES OFORAL AND WRITTEN COMMUNICATION

ORAL

more personal and informal makes immediate impact

Provides opportunity for interaction and feedback

Helps in immediate correction Better for conveying feelings and emotions

Demands ability to think coherently

A word once uttered can be taken back

Hard to control voice pitch and tone especially under stress, excitement or anger Very difficult to be conscious of our body language

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WRITTEN

Better for complex and difficult subjects, facts etc.

Better for keeping records

Provides opportunity to refer back

Can be read at receiver's convenience

Can be revised before sending

Can be circulated

Never know if the message is ever read

Impersonal an remote

Immediate feedback is not available

Reader does not get the non verbal cues that help in total interpretation

Many do not like reading at all

Time consuming

CHARACTERISTICS OF EFFECTIVE COM

The main characteristics of effective oral communication are

Consider the objectives

Think about the interest level of the communicator Be sincere

Use simple language, familiar words Be brief and precise

Avoid being vague and general

Give full facts Assume nothing

Use polite words

Cut out insulting message Say something interesting and pleasing

Allow time to respond

Be a good listener

Negotiating SkillsWhat is negotiation?

It is any form of meeting or discussion in which you or the persons you are in contact with use argumen

and persuasion to achieve an agreed decision or action.

It is the process of trying to reach an agreement through discussion.

Negotiation is to bargain for mutually agreed exchange by using persuasion and discussion.

PersuasionPersuasion is perhaps one of the most important skill which is very useful in negotiations.It compromises arange of skills for convincing other people of the need to accept or agree to a course of action.It is not just o

skill but a combination of skills- attitude, psychology, language, tone, body language, and so on.some of the

strategies to be followed while negotiating are-

Plan your discussion

Set a gentle tone(avoid confrontational tone)

Sell the sunny side first. Start with positive note

Alter accordingly(give some concession)

Develop a dialogue/avoid compulsive talking

Listen carefully/evaluate the pros & cons)

Dont ask silly question/dont stretch the discussion

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Take a break when the deadlock arrives

Emphasise on other partys benefit

Appreciate other partys co-operation