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2

It is an exchange of facts, ideas, opinions, or emotions by two or more persons.

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The transmission of the sender’s ideas to the receiver and the receiver’s feedback or reaction to the sender constitute the communication cycle.

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SenderInput

Letter, Fax, Phone call, E-mail, etc.

ReceiverOutput

Feedback

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Written CommunicationOral CommunicationFace-to-face CommunicationVisual CommunicationAudio-Visual CommunicationComputer based CommunicationSilence

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Includes letters, circulars, memos, reports, forms and manuals, etc. Everything that has to be written and transmitted in the written form falls in the area of written communication.

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Written communicationMerits

AccuratePrecisePermanent recordLegal documentCan reach large no. of

people simultaneously.Helps to fix

responsibility

Demerits

Time consumingExpensive Quick clarification

not possible

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Includes face-to-face conversation, Conversation over phone, radio, interviews, group discussion, meetings, conferences, seminars, etc.

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Oral communicationMeritsSaves timeSaves moneyMore forcefulConveys shades of

meaningImmediate clarificationImmediate feedbackCan be informalMore effective with

groups

DemeritsNot possible for distant

people in the absence of mechanical devices

Unsuitable for lengthy messages

Messages cannot be retained for long

No legal validityGreater chances of

misunderstanding

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Types of Communication

Downward Communication Upward Communication Horizontal Communication Grapevine Consensus

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Formal channel of communication

• Upward • Downward • Horizontal Communication

Informal channel

• Grapevine & Consensus

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Barriers to Communication

Wrong choice of mediumPhysical barriersSemantic barriersSocio-psychological barriers

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1.Wrong choice of Medium Improper media

2. Physical barriers Noise Time & distance.

3. Semantic barriers i) Assign different meaning to the same word or

use different words for the same meaning, or

ii) Words carry different nuances, shades or flavors to the transmitter & the receiver.

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4. Socio – Psychological barriers includes;

Attitudes & OpinionsEmotionsClosed mindsStatus – consciousnessSource of communicationInattentivenessFaulty transmissionPoor retentionUnsolicited communication

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Principles of Communication Clarity Completeness Conciseness Consideration Courtesy Correctness

These principles are fundamental importance and relevant to all media but they are most important to written communication.

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Clarity :1.Clarity of thought : Communication must be clear about 3 points: 1.What is the objective of communication ? 2.What is to be communicated ? 3.Which medium will prove to be the most suitable for this purpose ?

Clarity of expression ; 1. Use of simple words E.g.: Avoid them Use them Demonstrate Show Terminate End 2. Use single words for long phrases E.g.: despite the fact that although will you be kind enough please

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2. Use single words for long phrases E.g.: despite the fact that although Will you be kind enough please

3.Avoid double entry E.g.: previous experience experience during the year 1997 during 1997 my personal opinion my opinion period of one week one week revert back revert end result result actual fact fact

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Completeness: 1. See if you have answered all the questions 2. Check for 5 W questions – who, what, where, when and why

Conciseness:1. Only relevant facts2. No repetition3. Proper organization of the message

Consideration:1. Avoid gender bias2. Emphasis positive, pleasant facts3. Write only what you sincerely feel to be correct.

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Courtesy:

1. Answer / acknowledge the letter promptly2. Do not use irritating / offensive expression3. Apologize sincerely for any omissions4. Thank profusely for any favours

Correctness:

1.Give correct facts2.Appropriate time3.In a suitable style.

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As professional, you receive or create many types of documents that support your work so…

1. What you write will ultimately define you as a professional to your colleagues and superior

2. Match the appropriate communication method

3. Eliminate excessive or unnecessary communication

4. Mastering these skills will improve your ability and enhance your career.

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Communication Vs Personality

1. What you write and how you write it could reflect a positive and negative image.

2. Sloppy and / or poorly written communications could be perceived as a lack of communication.

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Keep it short.....

Don’t write ……

If there is any points that you require explanation or any further particulars you required, we shall be glad to furnish such additional details as may be required by telephone…

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Instead say…

…….If you have any queries please ring…

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Thank You…