CMR (UNIT-1)

BY: ANCHAL JAIN

BBA 3RD SEM 2024
COMMUNICATION
Communication is the process of sharing information between two or more
people. Communication involves the transfer or exchange of information between individuals or
groups. Essentially, it’s about sharing ideas or information through speaking, writing, listening, or
reading. This interaction, at its core, connects two or more people in an exchange of thoughts or
messages.
There is a sender, a message, and a receiver in the communication process. The sender is the
individual or organization that starts the conversation by encrypting a message and transmitting it to
the recipient. The information or concept being communicated is known as the message, which can be
done either verbally or by nonverbal clues. Nonverbal cues include facial expressions, body language,
and tone of voice, while verbal clues include spoken language.
The individual or group that gets the message, decodes it and interprets its meaning is the receiver. To
confirm that the communication has been received and understood, the recipient may also give
feedback to the sender. Feedback can come in the form of questions, remarks, or other cues and can
be verbal or nonverbal.
Defining Communication means, it is the process of two or more people or groups
exchanging information, ideas, thoughts, and feelings. It is a basic human activity that
enables individuals to communicate with one another and exchange ideas, feelings, and
experiences.
Communication Process
Communication is an ongoing process that mainly involves three components namely. sender, message, and recipient. The components
involved in the communication process are described below in detail:
1. Sender:
The sender or contact generates the message and transmits it to the recipient. He is the source and the first contact
1. Message:
It is an idea, knowledge, opinion, truth, feeling, etc. produced by the sender and intended for reference.
1. Encoding:
The message produced by the sender is encrypted in a symbolic way such as words, pictures, touches, etc. before transfer.
1. The media:
This is how the coded message is conveyed. The message can be conveyed orally or in writing.
1. Recording:
It is a process of modifying the signals sent by the sender. After recording the message is received by the recipient.
1. Recipient:
You are the last person in the chain and the message you sent was sent. If the recipient receives the message and understands it
correctly and acts on the message, only then the purpose of the communication is achieved.
1. Answer:
Once the recipient confirms to the sender that you received the message and understood it, the communication process is complete.
1. Noise:
Refers to any restrictions caused by the sender, message or recipient during the communication process. For example, incorrect
telephone connection, incorrect coding, incorrect recording, careless recipient, incorrect understanding of message due to discrimination
or inappropriate touch, etc.
Types of Communication
Verbal Communication and Non-Communication
Verbal communication:
Communication occurs through verbal, verbal or written communication that conveys or conveys
a message to others is called oral communication. Verbal communication is the use of language
to convey information verbally or in sign language. Verbal communication is important because it
works well. It can be helpful to support verbal Non-verbal communication Any non-verbal
communication, spoken words, conversation and written language is called.
Non-verbal communication:
It occurs with signs, symbols, colors, touches, body or facial features. Insignificant communication
is using body language, body language and facial expressions to convey information to others. It
can be used both intentionally and deliberately. For example, you may have a smile on your face
when you hear an idea or a piece of interesting or exciting information. Open communication is
helpful when you are trying to understand the thoughts and feelings of others.
Mode Of Communication
Formal Communication:
Formal Communication refers to communication that takes place through legal channels in an
organization. That kind of communication takes place between managers or employees of the same class
or between high and low and vice versa. It may be oral or written but a complete record of that
communication is kept in the organization.

Informal Communication:
Informal communication is defined as any communication that occurs outside of the official channels of
communication. Informal communication is often referred to as the ‘vine’ as it spreads throughout the
organization and on all sides regardless of the level of authority.
Flow of Communication
An organization follows the five flow of communications:
Downward Flow:
In this, communication flows from the higher level to lower level, i.e. communication carried out by the
head of the organization to the subordinates like providing feedback, giving job instructions etc.
Upward Flow:
Communication which flows to the higher level of the organisation is upward communication.
Subordinates use upward flow to transfer their grievances and performances to their seniors.
Lateral/Horizontal Communication:
It takes place where communication happens between the same level of the hierarchy that is
communication between colleagues, managers or between any horizontally equivalent members of the
organisation. It benefits employees to perform coordination among the tasks, time-saving, solving
problems of employees of other departments or conflicts within the department.
Diagonal Communication:
Communication which takes place between the manager and employee of other work departments is
known as diagonal communication.
External Communication:
Communication which takes place between the manager and external group likes vendors, suppliers,
banks, financial institutions and many more. For example, the Managing Director would be meeting with
the bank manager to get the bank loan or some other financial work.
Importance of Communication
Clear expression
Good Communication skills are an asset that lets you express your thoughts and ideas clearly and
effectively. With these skills, you can confidently convey your message, ensuring that others understand
your intentions and meaning without confusion or misinterpretation.
Active Listening
Communication is a two-way street. Effective Communication also involves Active Listening and
understanding the needs and perspectives of others, which can help you build stronger relationships and
achieve tremendous success in both personal and professional settings. You can respond appropriately and
build trust and rapport by understanding their perspectives and feelings.
Relationship building
Communication is the foundation of any healthy relationship. When you can communicate openly and
honestly, you can express your needs, resolve conflicts, and establish strong connections with family,
friends, and colleagues.
Conflict resolution
Misunderstandings and conflicts are a natural part of life. However, good Communication skills empower
you to handle conflicts effectively. You can navigate conflicts and find mutually beneficial solutions by
expressing your concerns calmly, actively listening to others, and finding common ground.
Positive work environment
In any workplace, possessing effective Communication skills is crucial. These skills enable you to work
collaboratively and increase productivity. Communicating clearly with your colleagues and superiors can build
strong professional relationships and create a positive work environment. Effective Communication involves
speaking and writing clearly, listening to others, and comprehending their perspectives. It is an essential skill that
can lead to success in any workplace.
Career advancement
Strong Communication skills are highly valued in the professional world. Clear and concise Communication
allows you to share your ideas, collaborate with others, and present your work effectively. These skills enhance
your chances of career advancement and professional success.
Diversity and inclusivity
Good Communication skills promote inclusivity and respect for diverse perspectives. Listening attentively and
appreciating different viewpoints can create an inclusive environment ensuring everyone feels valued and
understood.
Personal growth
Developing good Communication skills is an ongoing process contributing to personal growth. Effective
Communication helps you become more self-aware, improve emotional intelligence, and develop vital
interpersonal communication skills.
Overcoming barriers
In today's globalised world, Communication often involves interacting with people from different cultures and
backgrounds. Good Communication skills enable you to bridge cultural and language barriers, promoting
understanding and cooperation.
What are the characteristics of effective Communication?
Effective Communication is the key to better relationships and enhanced career opportunities. If you are wondering
How to Improve Communication skills, let’s explore some of the key characteristics of effective Communication highlighting
the importance of Communication:
a) Clarity: Ensure that your message is crystal clear and easy to understand. Avoid using complicated words or long sentences
that might confuse the other person. Keep it simple and straightforward.
b) Listening: Effective Communication is not just about talking; it's also about listening. Give your full attention to the person
speaking, show interest, and try to understand their point of view. Listening helps build a stronger connection and promotes
understanding.
c) Body language: Communication is not only about words; your body language speaks too. Use your facial expressions,
gestures, and posture to support your message. A smile, a nod, or maintaining eye contact can convey warmth, openness, and
engagement.
d) Respect: The way you speak to others matters. Use polite and considerate language and treat people with respect. Being
kind and respectful creates a positive atmosphere and encourages others to open up and share their thoughts and feelings.
e) Clarification: Don't be afraid to ask questions or seek clarification if something is unclear. It's better to understand the
message entirely than to assume and misunderstand. Asking for further information or examples can prevent confusion and
ensure effective Communication.
f) Adaptability: Communication should be flexible and adaptable. Adjust your Communication style to match the situation and
the person you are interacting with. Consider their background, culture, and preferences to ensure your message resonates with
them.
g) Empathy: Effective Communication goes beyond the logical aspects; it touches emotions. Connect
with others emotionally by showing empathy, understanding, and compassion. Recognise and
acknowledge their feelings, and respond with care and support.
h) Timeliness: Timing is Important in Communication. Share information when it is most relevant and needed. Avoid
unnecessary delays and make sure your message is timely, as this helps in decision-making and problem-solving.
i) Engagement: Communication is a two-way street. Encourage active participation from both sides by inviting feedback,
opinions, and ideas. Build an environment where everyone feels comfortable expressing themselves, leading to more fruitful and
collaborative discussions.
Barriers to Communication
1. Physical Barriers
Any form of restriction or obstacle that restricts or impedes good communication is referred to as a
physical barrier. These could include intrusive sounds, dim illumination, or a lack of personal space.
For instance, it will be challenging for two people to hear and comprehend each other if they are trying
to hold a conversation in a noisy, busy environment.
2. Language Barriers
When persons speak various languages or have varying degrees of fluency in a language, linguistic
barriers may develop. This may make it challenging for individuals to communicate effectively and
may result in misunderstandings. A non-native speaker could find it challenging to comprehend a
person who exclusively speaks English, for instance, if they try to talk.
3. Cultural Barriers
People from diverse cultural backgrounds and perspectives can encounter cultural obstacles. These
may consist of various traditions, convictions, and ideals. For instance, cultural differences may make
it difficult for two people from different cultures to understand one another when they are trying to
communicate.
4. Emotional Barriers
When people are worried or feeling emotionally raw, emotional barriers might develop. As a result,
individuals could find it challenging to communicate clearly because they might be focused on their
own feelings. A person could find it difficult to speak calmly and rationally with others if they are angry
or disturbed, for instance.
5. Cognitive Barriers
When individuals have varying degrees of comprehension or understanding, cognitive barriers may
develop. Things like a lack of information or attention are examples of this. For instance, if a person is
trying to interact with someone who has a cognitive impairment, the cognitive barriers may make it
difficult for them to comprehend one another.
6. Perceptual Barriers
People with various perspectives or perceptions may encounter perceptual hurdles. This can involve
things like a loss of focus or comprehension. For instance, perceptual obstacles may make it difficult
for two people to comprehend one another if they are trying to speak with someone who has a
perceptual impairment.
7. Technological Barriers
Technological obstacles can arise when people have varying degrees of access to or expertise with
technology. This can include problems like not having access to the internet or not knowing how to
use specific technology. For instance, if a person is trying to interact with someone who is unfamiliar
with a certain technology, they could find it challenging to comprehend one another because of the
obstacles posed by technology.
8. Noise Barriers
Noise barriers to communication refer to any external or internal factors that can interfere with or
disrupt the flow of information between people. These barriers can be physical, psychological, or
cultural in nature, and can impede effective communication, leading to misunderstandings, confusion,
and frustration.
1. Completeness
This is one of the most significant aspects of effective communication.
Completeness refers to giving full information about something
rather than just saying it in bits and pieces. It’s the right of the
recipient to receive access to the whole chunk of information to be
able to follow the sender’s line of reasoning in regards to the matter
being discussed.
2. Correctness
The genuineness and the value of your speech lie in its correctness
and authenticity. It’s better to keep quiet rather than talk about
something that you aren’t so sure of. The correctness of the speech
would reflect directly on your personality and so it should be given
utmost prominence.
3. Conciseness
Conciseness is to keep the speech short and crisp. Nobody likes
listening to someone who delivers long and draggy speeches
because people lose interest and attention very easily. When
interacting or delivering the speech, the ultimate objective is to
make sure that the message is received in its intended form. Lack of
conciseness will lead to the loss of essence in the content. Make sure
to keep your speech brief and precise.
4. Courtesy
Courtesy refers to communicating with politeness, genuineness and respect for the
person on the other side of the conversation. It will naturally scale up the value of
communication. Courtesy is a tendency which stems out of empathy for people.
To be courteous doesn’t mean just use polite, magical phrases like “thank you”, “sorry”,
“please” and “excuse me”. It also means to be honest, respectful and empathetic of
people and not make sarcastic or any other form of passive-aggressive remarks.
5. Clarity
Clarity is to transfer accurate and easily comprehendible messages to the receiver.
Before choosing to talk, be clear about your goals for the conversation. Let the other
person know what your objective is for the interaction. To make your speech clear,
always use simple language rather than using intricate phrases that would make
comprehension difficult.
6. Consideration
Consideration is quite similar to that of courtesy. It means to consider the other person
and to address them putting you in their place. In other words, you talk to someone in a
way you would want someone to talk to you.
7. Concreteness
Concrete communication denotes your message being specific, meaningful and focused.
You don’t beat around the bush to get to a point. Rather it is solid and concise. You avoid
vague and ambiguous messages and only strive toward making your information well
received by the recipient. Your speech is crisp yet brimming with beneficial information.
You incorporate factual evidence and figures to enhance the authenticity of your speech.
What Is Win-Win Negotiation?
A win-win negotiation is a careful exploration of both your own position, and that of your opposite
number, in order to find a mutually acceptable outcome that gives you both as much of what you want
as possible. If you both walk away happy with what you've gained from the deal, then that's a win-win!
Principled Negotiation Within the Win-Win
Scenario
1. Separate People From the Problem
First, avoid identifying your opposite number as your "opponent." Be sure to focus on the issue at
hand, and try to ignore personality differences. To do this, be aware of three factors: perception,
emotion and communication.
2. Focus on Interests, Not Positions
People are seldom "difficult" just for the sake of it, and almost always there are real and valid
differences sitting behind conflicting positions. The way that each person sees the issue may be
influenced by many factors, such as their values, beliefs, status, responsibilities
3. Invent Options for Mutual Gain
By now, each side will likely have a better understanding of the other's interests, and a solution might be
obvious. You may even be on the verge of agreement. If not, stay open to the idea that a completely new
position may exist and use the negotiation process to explore your options.

4. Use Objective Criteria

Try to agree on a set of objective criteria that provide a framework for your discussion. These could
include measurements such as legal standards, market value, a mission statement, or contractual terms.
Agreeing on standards demonstrates shared values, and a commitment to reaching an agreement.
5. Know Your BATNA (Best Alternative To a Negotiated Agreement)
Your BATNA is your favored fallback option if you can't get everything that you want. This is not the same
as a "bottom line," which is a fixed position that can limit your options and may prevent you from
discovering a new course of action.
Instead, think through what might happen if the negotiation doesn't achieve your desired result, and select
the most attractive alternatives. Evaluate these alternatives and at the end of that process, the most
promising alternative solution is your BATNA.
Zero-sum thinking perceives situations as zero-sum games, where one person's gain
would be another's loss. The term is derived from game theory. However, unlike
the game theory concept, zero-sum thinking refers to a psychological construct
—a person's subjective interpretation of a situation. Zero-sum thinking is
captured by the saying "your gain is my loss" (or conversely, "your loss is my
gain").