Communication 2009

7/29/2019 Communication 2009

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What is communication?


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Communication

in its simplest form isconveying of information from

one person to another.


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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.


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Communication is a process of

transmitting and receiving verbal and

nonverbal messages.

Communication is a two way process

of exchanging ideas or information.


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Communication istransfer of information.

It takes place through

a process.


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The simplest model of communication

process

Sender--------Message------Receiver


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Process of Communication

transmission

encoding decoding

Sender noise Receiver

decoding encoding

transmission


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Components of Communication

Context

Sender encoder Message

Medium

Receiver decoder

Feedback


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Forms of communication

Verbal communication

Non-verbal communication


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Verbal communication

This form of communication

uses words -spoken or written

to communicate.


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Verbal Communication

Oral

Written


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Oral Communication

Face to face discussion

Telephone / cellular phone

Presentation

Intercom

Radio/T.V. Tape-recorder

Speech Interview

Grapevine

Group Discussion


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Components of Oral Communication

Presentation Audience awareness

Critical listening

Body language


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Presentation


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Oral presentation


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Written Communication

Notice

Telegram

Memorandum

Telex

Fax

Email

Letter

Newspaper/journal/magazine


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Components of Written

Communication

Academic writing Revision & editing

Critical reading

Presentation of data


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Nonverbal communication means

all communication that involves

neither written nor spoken words

but occurs without the use of

words


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Non-verbal communication

The communication

that does not use words -spoken or written

is called non-verbalcommunication.


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Nonverbal Communication

Body Language

Sign Language

Paralanguage


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Components of Nonverbal

Communication

Audience awareness

Personal presentation

Body language


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Body Language

Facial Expressions

Eye Contact

Posture

Gestures

Body Shape

Smell and Touch

Silence


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Body Language

Posture

Eye contact

GestureBody shape

Circumstantial

language


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Body Language

Posture

Circumstantial

language

Body shape

Facial expression


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Body Language

Facial expression


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Body Language

Sign ?

Symbol ?Facial expression ?


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Body Language

Facial expression


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Body Language

Symbol


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Nonverbal communication

Culturalfactor


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Time


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Sign Language

Symbols

Visual symbols

Audio symbols


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Visual communication


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Paralanguage

Pitch Variation

Volume Speed and Pause

Stress on words

Non-fluencies Circumstantial language


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What is effective communication?

Communication is consideredeffective when it achieves the

desired reaction or response fromthe receiver.


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Barriers of Communication

Noise: 1 Physical

2 Physiological

3 Psychological


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Barriers of Communication

Barriers on the part of the sender Barriers on the part of the receiver

Barriers on the part of the organization

B i h f h


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Barriers on the part of the

sender

Faulty planning

Vague Presumptions Semantics

Poorly expressed contents

Emphasizing the wrong part of themessage

h f h d


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Barriers on the part of the sender

Inconsistent verbal and nonverbal

communication

Emotional factor

Status factor

Filtering

B i th P t f th


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Barriers on the Part of the

Receiver Distraction

Poor listening and instant reaction

Emotional constraints Closed minds

Filtering

Distrust

O i ti l d Oth


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Organizational and Other

Barriers

Noise

Insufficient time period Loss during transmission and poor

retention

Barriers due to organization structure Cultural barriers

R di t th


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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


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What Does Communication

Accomplish?


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C


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Management Happens Through

Communication

M H Th B i J b


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Managers Have Three Basic Jobs

To collect and convey

information

To make decisions

To promote

interpersonal unity


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Mediums for communication

Oral communication

Written communication

Visual communication

Audio-visual communication

Computer based communication


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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

Wh t M k M


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What Makes a Message

Effective?

Good business and administrative writing is-

Clear

Coherent

Complete

Correct

Concise

Builds Goodwill


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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

H t A l B i


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How to Analyze Business

Communication Situation?

Purpose

Audience

Information

Benefits

Objections

Context and circumstances

M ki O iti M


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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


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Content and Clarity

Does your document meet the needs of theorganization and of the reader and make you lookgood?

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?


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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?


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Style and Tone

Is the message easy to read?

Is the message friendly and free from

biased language?

Does the message build goodwill?


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Using Right Type of Communication

If your audience is:

Introvert type

Extrovert type

Intuitive type

Thinking typeSensitive type

Use this strategy

Write a memo

Try out your ideas orally

Present the big picturefirst

Use logic not emotion

Express your concernabout the people-needsof the organization


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Communication Systems

z


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Managing Director

Company Secretary Financial Director Sales Director

Chief Executive


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Communication Systems

Downward Communication

Upward Communication Horizontal Communication

Diagonal Communication

Grapevine


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Managing Director

Company Secretary Financial Director Sales Director

Chief Executive

DownwardCommunica

tion U

pwardCom

munication


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Where higher levels communicate with staffbelow them.

memos

notices

in-house newslettercompany handbook

procedure manuals


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a. motivation

b.job instructions related to specific tasks

c. job rationales explaining the assign task inrelation to other organizational tasks.

d. procedures and practices of the organization

e. feedback on individual performances


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Upward Communication

Communications are directed upwards to

managers, supervisors or directors by using:

memos

reports

meetings

informal discussions


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Horizontal Communication

This occurs between people of the same

status sales staff, departmental heads,

directors, supervisors by using:

memos

reports

committee meetings

seminars / conferences



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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


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Grapevine

This is an unofficial system of communication.

When correct lines of communications are not

used, the grapevines results.


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Written Communication Skills


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Checklist for Effective Writing

Content and clarity

Organization and Layout

Style and Tone


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Purposes of writing business letters

To Inform

To Persuade

To Collaborate


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To Inform

The first purpose of written communication isto inform the receiver of the message.

For instance:

To present last months sales figures the Vice

president of the Marketing.


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To Persuade

The second purpose of the writtencommunication is to convince the readers of

our subject.

For instance:

To convince the Vice President of the

Marketing to hire more sales representatives.


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To Collaborate

The final purpose of written communication isto collaborate.

For instance:

To help Personnel Department in developing a

training programme to new employees of the

Sales Department.


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Five Stages of Writing

Thinking and Planning

The Reader

Capturing Ideas

Shape and Structure

Editing, Revising and Proof Reading.


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Business Letters

Business letters are basic means ofcommunication between two individuals or

companies.

A successful letter should be able to get theresponse that we expect from the reader.


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Business Letters

Business letters are written to inform readersabout 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.

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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.

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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.

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4. Be Friendly and Build the Relationship:

Communication is all about building

relationships. The message should have the

touch of friendliness so that a betterbusiness relationship can be built in the

future.

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5. Correctness:

After writing down the message, we should

do an editing on the written matter. Check

for spelling mistakes, the usage of grammarand facts that have been use in the letter.

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Communication 2009