What is communication?
Communication in its simplest form is conveying of information from one person to another.
Communication is
the transfer of information from one person to another.
It is, according to George Terry,
an exchange of facts, ideas, opinions or emotions by two or more persons.
Communication is a process of transmitting and receiving verbal and nonverbal messages.
Communication is a two way process of exchanging ideas or information.
Communication is transfer of information. It takes place through a process.
The simplest model of communication process
Sender--------Message------Receiver
Process of Communication
transmission
encoding decoding
Sender
decoding
noise
Receiver
encoding
transmission
Components of Communication
Context Sender encoder Message Medium Receiver decoder Feedback
Forms of communication
Verbal communication
Non-verbal communication
Verbal communication
This form of communication uses words spoken or written to communicate.
Verbal Communication Oral
Written
Oral Communication
Face to face discussion Telephone / cellular phone Presentation Intercom Radio/T.V. Tape-recorder Speech Interview Grapevine Group Discussion
Components of Oral Communication
Presentation Audience awareness Critical listening Body language
Presentation
Oral presentation
Written Communication
Notice Telegram Memorandum Telex Fax Email Letter Newspaper/journal/magazine
Components of Written Communication
Academic writing Revision & editing Critical reading Presentation of data
Nonverbal communication means all communication that involves neither written nor spoken words but occurs without the use of words
Non-verbal communication The communication that does not use words spoken or written is called non-verbal communication.
Nonverbal Communication
Body Language Sign Language
Paralanguage
Components of Nonverbal Communication
Audience awareness Personal presentation Body language
Body Language
Facial Expressions Eye Contact Posture Gestures Body Shape Smell and Touch Silence
Body Language
Posture Eye contact Gesture Body shape Circumstantial language
Body Language
Posture Circumstantial language Body shape Facial expression
Body Language
Facial expression
Body Language
Sign ? Symbol ? Facial expression ?
Body Language
Facial expression
Body Language
Symbol
Nonverbal communication
Cultural factor
Nonverbal communication
Time
Sign Language
Symbols
Visual symbols Audio symbols
Nonverbal communication
Visual communication
Paralanguage
Pitch Variation Volume Speed and Pause Stress on words Non-fluencies Circumstantial language
What is effective communication?
Communication is considered effective when it achieves the desired reaction or response from the receiver.
Barriers of Communication
Noise :
1 Physical 2 Physiological 3 Psychological
Barriers of Communication
Barriers on the part of the sender Barriers on the part of the receiver Barriers on the part of the organization
Barriers on the part of the sender
Faulty planning Vague Presumptions Semantics Poorly expressed contents Emphasizing the wrong part of the message
Barriers on the part of the sender
Inconsistent verbal and nonverbal communication Emotional factor Status factor Filtering
Barriers on the Part of the Receiver
Distraction Poor listening and instant reaction Emotional constraints Closed minds Filtering Distrust
Organizational and Other Barriers
Noise Insufficient time period Loss during transmission and poor retention Barriers due to organization structure Cultural barriers
Remedies to overcome the barriers
Follow up and feedback Check the functioning of the channels of communication Timing Attention to language Removal of personal barriers Cultural consciousness
What Does Communication Accomplish?
Management Happens Through Communication
Managers Have Three Basic Jobs
To collect and convey information To make decisions
To promote interpersonal unity
Mediums for communication
Oral communication Written communication Visual communication Audio-visual communication Computer based communication
Choice of Medium
The type of audience to be reached The speed with which the message should be conveyed Need for confidentiality Need for accuracy Need for reliability Availability of a particular medium Intensity and complexity of the message
What Makes a Message Effective?
Good business and administrative writing is Clear Coherent Complete Correct Concise Builds Goodwill
How to achieve effectiveness
Command over language Adequate knowledge of human psychology Adequate knowledge of subject Sincerity and accuracy of facts/data Imagination and perception Cheerfulness
How to Analyze Business Communication Situation?
Purpose Audience Information Benefits Objections Context and circumstances
Making Ones writing More Effective
Business communications need both to solve the organizational problem and meet the psychological needs of the people involved.
planning writing revising
Content and Clarity
Does your document meet the needs of the organization and of the reader and make you look good? Have you given the readers all the information they need to understand and act on your message? Is all the information accurate? Is each statement clear? Does it contain adequate supporting details?
Organization and Layout
Is the choice of the channel proper? Are transitions between the ideas smooth? Is the document properly designed? Are the first and the last paragraphs effective?
Style and Tone
Is the message easy to read? Is the message friendly and free from biased language? Does the message build goodwill?
Using Right Type of Communication
If your audience is: Introvert type Extrovert type Intuitive type Thinking type Sensitive type
Use logic not emotion Express your concern about the people-needs of the organization Use this strategy Write a memo Try out your ideas orally Present the big picture first
Communication Systems
z
Chief Executive
Managing Director
Company Secretary
Financial Director
Sales Director
Communication Systems
Downward Communication Upward Communication Horizontal Communication Diagonal Communication Grapevine
Chief Executive
Downward Communication
Upward Communication
Managing Director
Company Secretary
Financial Director
Sales Director
Downward Communication
Where higher levels communicate with staff below them. memos notices in-house newsletter company handbook procedure manuals
Downward Communication
a. motivation b. job instructions related to specific tasks c. job rationales explaining the assign task in relation to other organizational tasks. d. procedures and practices of the organization e. feedback on individual performances
Upward Communication
Communications are directed upwards to managers, supervisors or directors by using:
memos reports meetings informal discussions
Horizontal Communication
This occurs between people of the same status sales staff, departmental heads, directors, supervisors by using: memos reports committee meetings seminars / conferences
Diagonal Communication
Tasks that involve more than one departments and without any obvious line of authority. It largely relies on cooperation, goodwill and mutual respect between concerned individual. It may use memos and informal discussions
Grapevine
This is an unofficial system of communication. When correct lines of communications are not used, the grapevines results.
Written Communication Skills
Checklist for Effective Writing
Content and clarity Organization and Layout
Style and Tone
Purposes of writing business letters
To Inform To Persuade
To Collaborate
To Inform
The first purpose of written communication is to inform the receiver of the message. For instance: To present last months sales figures the Vice president of the Marketing.
To Persuade
The second purpose of the written communication is to convince the readers of our subject. For instance: To convince the Vice President of the Marketing to hire more sales representatives.
To Collaborate
The final purpose of written communication is to collaborate. For instance: To help Personnel Department in developing a training programme to new employees of the Sales Department.
Five Stages of Writing
Thinking and Planning The Reader Capturing Ideas Shape and Structure Editing, Revising and Proof Reading.
Business Letters
Business letters are basic means of communication between two individuals or companies. A successful letter should be able to get the response that we expect from the reader.
Business Letters
Business letters are written to inform readers about specific information and also to persuade others to take action or to propose your ideas. The key to write a business letter is to get to the point as quickly as possible and to present our information clearly.
Steps in Formulation of Letters
1. Consider the Reader: One of the main steps in formulation of the letter is to consider the reader. The main idea of writing a message is to make the reader to understand what we want to convey.
Steps in Formulation of Letters
2. Be Personal: The message should be given a personal touch. 3. Be Concise and To the Point: The language of the letter should be concise and straight.
Steps in Formulation of Letters
4. Be Friendly and Build the Relationship: Communication is all about building relationships. The message should have the touch of friendliness so that a better business relationship can be built in the future.
Steps in Formulation of Letters
5. Correctness: After writing down the message, we should do an editing on the written matter. Check for spelling mistakes, the usage of grammar and facts that have been use in the letter.
