PROFESSIONAL COMMUNICATION€¦ · Seminar Faxes Instructions Notice Presentations Circulars...

IECCET, GREATER NOIDA 1

PROFESSIONAL COMMUNICATION RAS-104/204

UNIT-I: FUNDAMENTALS OF COMMUNICATION

COMMUNICATION:- The word communication is derived from the Latin word ‘communicare’ which means sharing of views between two or more than two persons.

or Communication can be defined as the exchange of information, ideas and knowledge between sender and receiver through an accepted code of symbols. Communication is a two way process or a dyadic process.

NATURE OF COMMUNICATION:- The nature of communication is social, collective, extrovert, dynamic and multidimensional. If it is used competently, communication can be very productive and delightful.

TYPES OF COMMUNICATION:- People communicate with each other in a number of ways that depend upon the message and its context in which it is being sent. Choice of communication channel and your style of communicating also affect communication. So, there are basically two forms of communication: 1. Verbal Communication2. Non-verbal Communication

1. Verbal Communication:- Verbal communication refers to the form of communication in which message istransmitted verbally; communication is done by word of mouth and a piece of writing. Verbal Communication is further divided into two parts:

Oral Communication Written Communication

Oral Form Written Form

Face to face conversation Memos Telephonic conversion Letters Meetings e-mails Seminar Faxes Instructions Notice Presentations Circulars Interviews Reports Video conference Proposals

Manuals Bulletins

Oral Communication:-In oral communication, spoken words are used. It includes face-to-face conversations, speech, telephonic conversation, video, radio, television, voice over internet. In oral communication, communication is influenced by pitch, volume, speed and clarity of speaking. Advantages of Oral Communication are to bring quick feedback. In a face-to-face conversation, by reading facial expression and body language one can guess whether he/she should trust what’s being said or not. Disadvantage of Oral Communication:

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a) There is no formal record of transaction.b) If the verbal message is passed on along the hierarchical chair of command, then some distortions canoccur during the process. c) Lengthy and distant communications cannot be effectively conveyed verbally.d) The receiver may receive the message in his own perception and thus misunderstand the intent of themessage. e) Spontaneous responses may not be carefully thought about.

Written Communication:-In written communication, written signs or symbols are used to communicate. A written message may be printed or hand written. In written communication message can be transmitted via email, letter, report, memo etc. Message, in written communication, is influenced by the vocabulary & grammar used, writing style, precision and clarity of the language used. Written Communication is most common form of communication being used in business. So, it is considered core among business skills. Memos, reports, bulletins, job descriptions, employee manuals, and electronic mail are the types of written communication used for internal communication. For communicating with external environment in writing, electronic mail, Internet web sites, letters, proposals, telegrams, faxes, postcards, contracts, advertisements, brochures, and news releases are used.

Advantages of Written Communication:- Message can be edited and revised many time before it is actually sent. Written communication provides record for every message sent and can be saved for later study. A written message enables receiver to fully understand it and send appropriate feedback.

Disadvantages of Written Communication:- Unlike oral communication, written communication doesn’t bring instant feedback. It takes more time in composing a written message as compared to word-of-mouth and number of people struggles for writing ability.

2. Non-verbal CommunicationNonverbal communication is the sending or receiving of wordless messages. We can say that communication other than oral and written, such as body language, gesture, posture, tone of voice or facial expressions, Eye-contact is called nonverbal communication (Kinesics). Nonverbal communication is all about the body language of speaker.

CHANNELS OF COMMUNICATION: There are mainly two different types of communication channels:

1. Formal communication channel transmits organizational information, such as goals or policies andprocedures. Messages in a formal communication channel follow a chain of command. This means thatinformation flows from a manager to an employee.Examples of formal communication channels are newsletters, business plans, annual reports andemployer manuals.

2. Informal communication channels fall outside of the formal chain of command structure.Examples of informal communication channels are quality circles, teamwork and lunchtime in thecafeteria of an organization. Employees can still receive important organizational information but in arelaxed, informal atmosphere.

GRAPEVINE: Grapevine is an informal, unofficial and personal communication channel or system that takes place within the organization as a result of rumor and gossip. It is a complex web of oral information flow linking all the members of the organization.




THE PROCESS OF COMMUNICATION:- Communication is concerned with sharing and understanding of information. It consists of several steps explained below-

1. DEVELOP AN IDEA: The first step is to develop the idea that the sender wishes to transmit. This isthe key step because unless there is a meaningful message, all the other steps are useless. This is verymuch important to push fourth the process. This is known as Ideation.

2. ENCODING: This is the second step of the communication process. Having developed an idea, thesender encodes it in a meaningful message. Here the sender puts the idea or thought in to the codedlanguage.

3. TRANSMISSION: When a message is finally developed, the next step is transmission of message.Transmission refers to various channels/ mediums of transmitting the message. For transmission of themessage, the sender should keep in mind the following points-

He should check the accuracy of the message encoded. He should check if or not the idea is fully generated. He should check proper medium of the transmission of the message. To transmit the message effectively, the sender can use charts, diagrams, symbols, or other types

of signs.4. RECEIVER: The receiver should try his best to decode the message in the same sense as sent by the

sender.5. DECODING: The message received, may or may not be received and understood in the same sense

and spirit as the sender wishes it to be, because the receiver has decoded it differently. Further decodingmeans analyzing and interpreting the message. The receiver tries to understand the message.

6. FEEDBACK: Feedback takes place when the receiver understands the message in the same spirit as itwas transmitted to him by the sender.

Cycle of communication: IDEATION → ENCODING → TRANSMISSION → RECIEVER → DECODING → FEEDBACK.

In brief, the essentials of communication are:- - a common communication environment - Cooperation between the sender & the receiver - Selection of an appropriate channel - Correct encoding & decoding of the msg. - Receipt of the deserved response & feedback.

Sender

Message encoded

Sent message Receiver

Received message

channel

Message decoded

Response




LANGUAGE AS A TOOL OF COMMUNICATION:- The effective communication is made possible with the help of language. Language employs a combination of words to communicate ideas in a meaningful way. By changing the word order in a sentence, you can change its meaning, and even make it meaningless. Primitive man communicated only with sign language and cries. As human beings became more interdependent and social, language came into existence. Language is specific to the individual. Language is created by people. It does not exist in isolation or outside the minds of people. It is created by people as they need it. Humans attach meaning to words as they need to and modify these meanings according to changing needs.

The following reasons put language as first tool of communication:- a. Language is very easy to understand.b. We can transfer the message immediately.c. It is also spontaneous.d. It has great speed, and feedback is very quick.e. It is less formal and helps in bypassing the rigidity of organizational hierarchies.f. Use of language makes all the difficult expressions very clear.

TECHNICAL COMMUNICATION:- It is an exchange of Technical Information from one person to another person using specific terminology i.e. jargons. The main purpose of technical communication is to make people aware of knowledge, related with the enhancement of technology. We use technical communication in describing parts of machines, writing manuals, instructions etc. Technical communication is made due to the following reasons:

It deals with the goal having with specific subjects. It deals with specialized knowledge. It deals with the different need of audience. It deals with businessman, professional organization and technology.

THE SALIENT FEATURES OF TECHNICAL COMMUNICATION

FEATURES OF

TECHNICAL COMMUICATION

CONCISENESS

CORRECTNESS

CONCRETENESS

COMPLETENESS

CONSIDERATION

CLARITY

COURTESY




Conciseness: In communication, we should be brief and be able to say whatever we have to say in fewest possible words, without sacrificing other features of technical communication. A concise message gives the following benefits:-

· It saves time and money for both sender and receiver.· A concise message eliminates unnecessary words.· It includes relevant material.

Correctness: The message should be correct from all possible angles. Correctness means right level of language, accuracy of fact & figures. If the information is not correctly conveyed, the sender will lose his faith upon the recipient. Concreteness: It implies being specific, definite and vivid, rather than vague and general. The sender should try to use concrete words when he conveys a message. It means he should be very clear and specific when he communicates to the second party. Completeness: A message is complete when it contains all desired facts and figures for the desired response. An incomplete message creates misunderstanding and delays action. To achieve completeness in the transmission of the message, we should check for 5WH Questions- where, when, what, who, why, and how. If we keep in mind these questions, the message to be transmitted, will be complete. Consideration: It makes the sender careful for the feeling and emotions, likeness and dislikeness and all other sentiments of the receivers. We should put ourselves in the position of the receiver before we communicate to him. We should ask ourselves this question, "If I get such type of response from my sender, what would be my reaction to him." If the response, you have received from the sender, is not pleasant, don’t give such type of response to him. The sender should follow the golden rule “first understand then be understood.” Clarity: It implies both thought and clarity of expression. The process of communication begins with the generation of a thought in the mind of the communicator. The idea to be transmitted should be clearly worded, so that the receiver interprets it in the same sense in which it is transmitted. Courtesy: It plays a very important role in making corporate relations. It functions like oil on the rough skin. As massage of the oil on the rough skin removes roughness, courtesy removes roughness from the rough relations. It brings people together and makes them considerate towards each other. The following guidelines should be observed to ensure courtesy –

• Thank generously for the favor• Apologize for a mistake• Avoid aggressive expression• Answer every question quickly and correctly

IMPORTANCE OF TECHNICAL COMMUNICATION

Success of the communication system affects the success of the business. The following points will prove its importance.

1 Smooth Working of a Business Firm: It is through communication that healthy and conductive environment is created. Communication is basis to an organization existence from its birth through its continuing life - when communication stops, organization activities also stop.

2 Basis of Managerial Function:- No function of management is possible without communication It helps in discharging various functions as follows-

a. Planning:- Forming of various plans, policies, strategies and programme require thorough communication among employees and various executives.

b. Organizing:- It is the process of bringing together physical, financial and human resources anddeveloping productive relationship amongst them for achievement of organizational goals.According to Henry Fayol, “To organize a business is to provide it with everything useful or itsfunctioning i.e. raw material, tools, capital and personnel’s”. Organizing as a process involves:

Identification of activities. Classification of grouping of activities.




Assignment of duties. Delegation of authority and creation of responsibility. Coordinating authority and responsibility relationships.

c. Motivation:- Motivation facilitates process of communication in a business firm, seniorsmotivate their subordinates. They can take maximum work from their subordinates througheffective communication.

d. Co-ordination:- With the help of effective communication, a manager can coordinate variousactivities of the organization. By this, he can succeed to maximize profitability of the companyand minimize the cost of the production.

e. Control:- Communication facilitates in controlling and channelizing the various activities of theorganization. The facts and standards are being communicated to the concerned parties and theyperform their duties very sincerely.

f. Decision Making:- Effective communication plays an important role in making right decision atright time. Decision making is an essential element of an organization. It decides destiny of theorganization. Right decision can help to lead the company on a right track.

g. Job Satisfaction And Moral:- Healthy industrial relations are essential to industrial peace &prosperity. This is possible not only with good working condition and environment but also witheffective communication among the management and workers. Participation is the decisionmaking process. It develops a sense of loyalty among management and the workers.

h. Avoid illusion:- Through effective communication, any type of illusion or misunderstanding canbe removed. Illusion is a big barrier to communication. Until illusion is removed, positiveresponse from the recipient can not be attained

DIFFERENCE BETWEEN GENERAL WRITING AND TECHNICAL WRITING:-

GENERAL WRITING TECHNICAL WRITING a. General communication is not for specific

purpose.b. It does not base on fixed structure.c. It is flowery language.d. It does not involve the use of technical

vocabulary or graphics.e. Style of general writing is subjective and

personal.f. It deals with fiction.

Examples- Novels, stories etc.

a. Technical communication is for specificpurpose.

b. Technical communication is based on fixedstructure.

c. Technical communication is simple, preciseand concise.

d. It frequently involves jargons, graphics, etc.e. Style of technical communication is objective

and impersonal.f. Technical communication deals with facts

only.Examples- reports, letters, memos, proposal etc.

FLOWS OF COMMUNICATION

Communication in any organization flows both informally and formally. The term ‘Formal communication’ refers to the communication that is followed in the proper hierarchical manner. It flows through formal channel, the channels of internal & external operational. Information of various kinds flows through formal channels, such as policies and its changes, orders, instructions and confidential reports.




THIS TYPE OF COMMUNICATION FLOWS IN THE FOLLOWING MANNERS:-

1. Downward communication -Communication that flows from a higher level in an organization to a lower level is a downward communication. In other words, communication from superiors to subordinates in a chain of command is a downward communication. This communication flow is used by the managers to transmit work-related information to the employees at lower levels. For example- A CEO of a company calls a meeting of all the employees of the company, The CEO passes some suggestion to the managers of different department. These managers pass suggestions to their subordinates. These subordinates pass suggestions to the supervisors and the supervisors pass suggestion to the workers. This chain of passing suggestion from the CEO up to the workers denotes the downward flow of communication. Objectives of Downward communication–

To give directions To explain policies & procedures To convey assessment of performance To explain objects of the job

Limitations of Downward communication– Under or over communication Delay of information Loss of information Resentment by subordinate staff

Under Communication – While directors’ order without taking in confidence their subordinates. Over Communication – Leakage of confidential information.

Essentials of effective Downward communication: - Managers should be informed properly. Managers should be clear about how much to communicate. Information should be passed to the correct person

2. Upward communication -Upward communication moves from the subordinates staff to the superiors. Subordinates send report to

inform their superiors or to present their findings and recommendations.

MD

Divisional heads

Departmental heads

Middle Level Executives

Lower level Executives

Operative Employees

Orders Instructions Policies Lectures Awards Procedures

Reports Grievances Complaints Proposals Requests Clarifications

Vertical Communication




Importance of upward communication – Provides feed back to the superiors Provides useful suggestions Promotes harmony Increase motivation Helpful in making new schemes

Channels – Superiors should keep door open Complaints and suggestion boxes Social gatherings Direct correspondence Reports

Limitations of upward communication – Employee’s fear Time consuming Great possibility of distortion of communication superiors feel insulted if bypassed

Effects of upward communication – Superiors can take instant action on grievances Grievances (problems) should be explained in short with effective points.

3. Horizontal Communication (lateral communication) -

Horizontal communication flows between people at the same level. It is important for promoting understanding and coordination among various people and department. This communication enables the sharing of information with a view to apprise the peer group of activities of a department. Methods of Horizontal Communication –

Face to face discussion Telephonic discussion Periodical meetings Memos

Importance of Horizontal communication – Face to face discussion Telephonic discussion Periodical meetings Memos

Features of Horizontal communication – Promoting understanding Coordination Grievances of each department Increase work efficiency

Horizontal Communication

VP- HR VP - Marketing VP - Operations




Limitation of Horizontal Communication Lack of motivation Rivalry between the companies Loss in transmission of the actual message from one company to another

THE LEVELS OF COMMUNICATION Human beings make the communication at different levels in the society.

INTERPERSONAL COMMUNICATION In this type of communication, information is shared among the people. It requires need of involvement with words, channels and feedback. Actually, this type of communication differs from other forms of communication in which few participants are involved, the interactions are enclosed in physical proximity to each other and feed back is immediate. Moreover in this communication one can immediately clear hidden doubts. It may be formal (official) and informal (family discussion)

ORGANIZATIONAL COMMUNICATION

This type of communication can take place at different hierarchal level. It is extremely necessary in any organization where employees are involved in different activities. It may be organized without direct contact but on proper networking system. This type of communication can be further divided into: (i) Internal operational All communication that occurs in conducting work within an organization is classified as internal operational communication. (ii) External operational Communication that is organized with people outside the organization. (iii) Personal All communication in an organization that occurs without purpose as far as business is concerned is called personal communication.

MASS COMMUNICATION:- The word ‘mass’ denotes great volume or range or extent (or people or production) and reception of message. Communication – already discussed.

Organizational Communication

Internal Operational External Operation Personal

LEVELS OF TECHNICAL COMMUNICATION

INTERPERSONAL COMMUNICATION

ORGANIZATIONALCOMMUNICATION

MASS COMMUNICATION




It is usually related to newspaper and magazine publishing, radio, television and films. This communication tends to focus on the publication, broadcasting & digital communication. Now-a-days this mass communication has become popular even in the institutions for sharing the information between the individuals in various ways,

e-mail cell-phone blue tooth & wi-fi infrared video conferences

CHARACTERISTICS OF MASS COMMUNICATION:

1. Large reach– Mass media communication reach to a wider scattered audience. Since the audience in suchcommunication is large, it may be the public in general; the message must be in simple language so that all section of the audience can be able to comprehend its meaning. It is generally persuasive in style. 2. Impersonality– This kind of communication is largely impersonal as the participants are unknown to eachother. 3. Presence of a gate keeper– Mass communication needs additional persons, institutions or organizations toconvey the message from sender to receiver. This gate keeper or mediator can be a person, or an organized group of persons, active in transferring sending information through mass media. e.g.:- Newspaper’s editor makes choice about the publishing news.

INTRAPERSONAL COMMUNICATION: - Talking to himself and herself is known as intrapersonal communication. - It means this communication takes place within an individual. - This kind of communication pertains to thinking which the basis of information processing is. - This communication helps us to get solutions of the problems, helps in innovative ideas etc.

EXTRAPERSONAL COMMUNICATION:- - Communication between human beings and non-human beings is extra personal communication. - This communication requires perfect co-ordination between a sender and receiver. - Sign language is used in such communication.

BARRIERS TO COMMUNICATION: Each communication must be transmitted through an appropriate medium. But mis-communication and unwanted messages can originate the barriers to communication at different levels.

- Anything which distorts or disrupts the communication is barrier. - Example:- noise (The interference in the way of communication is called noise.)

Characteristics of Mass Communication

Large Reach Impersonality Presence of a Gatekeeper




CLASSIFICATION OF BARRIERS:

1. Intrapersonal barriers:- Every individual is different because of his/her behavior. This is mainly because ofthe differences in experience, education, values and personality. Each of us interprets the same information in different ways as our thinking barriers the persons. The causes that lead to intrapersonal barriers are:-

(i) Wrong assumption– Wrong assumptions are generally made because the sender and the receiver does not have proper knowledge about each other’s background or entertains certain false notions which are fixed in their minds. eg.:- A doctor asks the patient to take the medicines - SOS. (ii) Varied perceptions – In this type of barrier, individuals in an organization perceive situations in different ways. In it, the person assumes negative concepts without going into the depth of the matter. Eg: - the story of 6 blind men and their description of an elephant. (iii) Differing backgrounds – To advance your communication skill it is necessary to know the background of your audience. You should accordingly use the information which can easily be understood by the listeners. eg:- Engineering students teaching medical classes. (iv) Wrong inferences– Inferences are more dramatic than facts. It supports the fact which is essential for professions, when we analyze materials to solve problems and plan procedures. In this type of barrier, the complete planning is being restored without informing each person of that group who are working for a project. eg:- When you return from America, you finds that your some team members have been involved in some other project. (v) Impervious category– In general we react positively to some information only when we know it. When we receive information that does not conform to our personal views, habits and attitudes, or appears unfavorable to us, we tend to react negatively or even disbelieve it. eg:- When fellow students feel that only science students are good in reasoning.

Barriers of Communication

Intrapersonal Barriers Wrong assumption Varied perceptions

Differing backgrounds Wrong inferences

Impervious category

Interpersonal BarriersLimited vocabulary

Incongruity of Messages Emotional outbursts

Communication selectivityCultural variation

Poor Listening ability

Organizational Barriers

Fear of Superiors Negative tendencies

Use of inappropriate media Information overload




2. Interpersonal barriers – This kind of barrier occurs due to inappropriate transaction of words b/w two ormore people. This barrier can be classified into two.

(i)Inefficiency in communication skill (ii)Negative aspects nurturing in the climate

In the business environment the most common regions for interpersonal barrier are; (i) Limited Vocabulary – An inadequate vocabulary can be a major hindrance in communication. In it, the meaning of your words should be clear to the receiver. It is impossible to remember that good vocabulary is of no use unless the communicator knows how to use it. eg:- When we forget or do not remember the right word while writing or speaking. (ii) Incongruity of verbal & non verbal message – In this type of communication barrier, a person shows happiness in introducing another person but from inside he is not happy. The people who are sitting before come to understand the fact. A communicator tries to prepare himself to the communication environment thinking from the angle of listener. Additionally, physical appearance often serves as one of the most important non verbal acts. First impressions regarding people are made on the basis of physical appearance. (iii) Emotional outburst – In this type of barrier one should control emotions whether in business or personal matter. By sharpening self awareness and intuition, emotions can help in developing an environment highly conducive to good communication. eg:- You are burning with anger and despite being a good speaker, you are unable to put your point across. (iv) Communication Selectivity – In this type of barriers when a person listens to only selective points and losses other information. There is a tendency to leave out the dominant part of the messages. eg:- In a meeting with the chairperson and other departmental executives, an executive listens to matters of only his department rather than to all points. (v) Cultural variation – A person has to be capable to understand different languages to overcome this barrier as industrialization demands competitions on a global scale in other countries. (vi) Poor listening skill – Hearing is a passive exercise while listening requires careful attention and accurate decoding of the signals received from the speaker. eg:- If the superior does not pay undivided attention to this subordinate it will affect the relationship as well as decision making (vii) Noise – Noise any also unwanted signal which acts as a hindrance in the flow of communication. It is not necessarily cacophony but can also occur in decision making visual, audio-visual, written, physical or psychological forms.

3. Organizational barriers:- Every organization, irrespective of size, has its own communication techniquesand each has its own communication environment. In an organization, barriers are created at different levels under which there would be a great chance of distortion of message. The barriers occur due to poor listening, and lack of concentration. Note: Grapevine is a rumor (less Formal/ more informal). The following organization barriers exist: -

(i) Too many transfer places– When there are more links in a communication chain, the main information is distorted. Transfer places do serve a purpose but too many of them distort the communication. (ii) Fear of superiors– In many organizations, fear of superiors prevents subordinates from speaking frankly. It stops them sharing the vital information. For this it is necessary that the seniors must be frank to their subordinates. (iii) Negative tendencies– Differences among the people of a group for their attitude, opinions, belief and behaviour create barriers to communicate properly. (iv) Use of inappropriate media – To avoid this barrier one must aware about the proper use of charts, email, computer presentation, slides and video conferencing. Its advantages & disadvantages must keep in mind.




(v) Information overload – In organizations, there is a huge amount of data which the receiver can not handle effectively. In such cases, information overload results in fatigue, disinterest that stops further communication. (vi) Deceptive tactics (vii) Sense of insecurity (viii) Rigid rules and regulations.

In other ways we can divide the barriers as:-

SEMANTIC BARRIERS- Different language, words, pictures, actions, poor vocabulary etc. PSYCHOLOGICAL BARRIERS- Loss of transmission & retention, distrust of communicator failure to

communicate, lack of attentiveness. PHYSICAL BARRIERS- Noise, Time, Distance etc. PERSONAL BARRIERS- Attitude of Superiority, Underestimation of Subordinates, Unwilling to

Communicate, Poor Incentives, Cultural Barriers, Anger, Frustration, Complex etc.



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