CommunicatioCommunicationn

In today’s turbulent environment, In today’s turbulent environment, communication is at the top of everyone’s communication is at the top of everyone’s needed-skills list.needed-skills list.

Effective communication, both within the Effective communication, both within the organization and with people outside the organization and with people outside the company, is a major challenge and company, is a major challenge and responsibility for managers.responsibility for managers.

vs.vs.

The ability to communicate is The ability to communicate is the primary factor that the primary factor that distinguishes human beings distinguishes human beings from animals. And it is the from animals. And it is the ability to communicate well that ability to communicate well that distinguishes one individual distinguishes one individual from another. from another. 

What is What is Communication?Communication?

Process by which information is Process by which information is exchanged and understood by two or exchanged and understood by two or more people, usually with the intent to more people, usually with the intent to motivate or influence behavior.motivate or influence behavior.

The interpersonal transfer of The interpersonal transfer of information and understanding from information and understanding from one person to anotherone person to another

A linked social process of sender, encoding, A linked social process of sender, encoding, medium, decoding, receiver, and feedbackmedium, decoding, receiver, and feedback

Communication is the sharing of Communication is the sharing of thoughts, feelings, messages and thoughts, feelings, messages and information. information.

It usually takes at least two people It usually takes at least two people to communicate. We might be the to communicate. We might be the one doing the sharing or we might one doing the sharing or we might be the one on the receiving end. So, be the one on the receiving end. So, communication means communication means understanding what others are understanding what others are saying and also being understood saying and also being understood when we are talking. when we are talking.

Communication is the process  is the process whereby speech, signs or actions whereby speech, signs or actions transmit information from one transmit information from one person to another. person to another.

It is a 2-way interaction between It is a 2-way interaction between two parties to transmit two parties to transmit information and mutual information and mutual understanding between understanding between themselves themselves

Key Ingredients of Key Ingredients of CommunicationCommunication

ParticipantsParticipants Common medium or languageCommon medium or language Transmission of some message or Transmission of some message or

informationinformation Understanding or interpretation of Understanding or interpretation of

that messagethat message

Functions of Functions of CommunicationCommunication

Basic Communication Basic Communication ProcessProcess

SenderSender: The sender is the initiator of the : The sender is the initiator of the message.message.

EncodingEncoding: Encoding is the process of : Encoding is the process of translating the intended meaning into translating the intended meaning into symbols (which includes words and gestures). symbols (which includes words and gestures).

MessageMessage: : The message is the encoding The message is the encoding process outcome, which consists of verbal process outcome, which consists of verbal and nonverbal symbols that have been and nonverbal symbols that have been developed to convey meaning to the receiver. developed to convey meaning to the receiver.

MediumMedium: It is the method used to : It is the method used to convey the message to the intended convey the message to the intended receiver (such as by telephone, e-mail, receiver (such as by telephone, e-mail, reports). Factors to consider when reports). Factors to consider when selecting a medium include relative selecting a medium include relative speed, cost, convenience, speed, cost, convenience, intelligibility, timing, feedback options, intelligibility, timing, feedback options, and documentation.and documentation.

ReceiverReceiver: The receiver is the person : The receiver is the person with whom the message is exchanged. with whom the message is exchanged.

DecodingDecoding: It is the process of translating : It is the process of translating the symbols into the interpreted message. the symbols into the interpreted message. In effective communication, the sender and In effective communication, the sender and receiver achieve a common meaning.receiver achieve a common meaning.

NoiseNoise: It is any factor in the communicating : It is any factor in the communicating process that interferes with exchanging process that interferes with exchanging messages and achieving common meaning.messages and achieving common meaning.

FeedbackFeedback: is the basic response of the : is the basic response of the receiver to the interpreted message. During receiver to the interpreted message. During feedback, the receiver becomes the sender. feedback, the receiver becomes the sender. It also provides preliminary information to It also provides preliminary information to the sender about the success of the the sender about the success of the communication.communication.

Dimensions of Dimensions of CommunicationCommunication

Diagonal/ Crosswise

Horizontal/ Lateral

Upward

Downward

Dimensions

Downward Downward CommunicationCommunication involves involves people operating at people operating at higher levels higher levels communicating with communicating with those at lower levels.those at lower levels.

Upward Upward CommunicationCommunication involves involves supplying information to supplying information to the upper levels about the upper levels about what is happening at the what is happening at the lower levels.lower levels.

Communication taking place Communication taking place between persons who are between persons who are subordinates working under the subordinates working under the same person or those who are same person or those who are working on the same level is called working on the same level is called lateral communicationlateral communication..

Diagonal communicationDiagonal communication includes flow of information among includes flow of information among persons at different levels who have persons at different levels who have no direct reporting relationships.no direct reporting relationships.

Channels of Channels of CommunicatioCommunicatio

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FORMAL INFORMAL

Formal CommunicationFormal Communication

Means of communication normally controlled by Means of communication normally controlled by managers or people occupying similar positions in managers or people occupying similar positions in the organization.the organization.

Eg. Exec.A Exec.B Exec.CEg. Exec.A Exec.B Exec.C Content of communication relates to organization’s Content of communication relates to organization’s

activity.activity. The messages are transmitted by the authorized The messages are transmitted by the authorized

ones, on official channels which arrive to the ones ones, on official channels which arrive to the ones who need to react or take action.who need to react or take action.

Adherence to formal system of authorities and Adherence to formal system of authorities and responsibilities and hierarchical structure.responsibilities and hierarchical structure.

Informal CommunicationInformal Communication

Communication arising out of al those channels of communication Communication arising out of al those channels of communication that fall outside the formal channels is known as informal that fall outside the formal channels is known as informal communication.communication.

Built around the social relationships of members of the Built around the social relationships of members of the organization. organization.

These are not officially sanctioned.These are not officially sanctioned.

Informal communication takes place due to the individual needs of Informal communication takes place due to the individual needs of the members of an organization and subsists in every the members of an organization and subsists in every organization.organization.

Informal communication does not follow authority lines as in the Informal communication does not follow authority lines as in the case of formal communication.case of formal communication.

It is also known as grapevine. It is also known as grapevine.

What is a What is a “Grapevine”???“Grapevine”???

It is an informal channel of It is an informal channel of communication.communication.

Called so because it stretches Called so because it stretches throughout the organization in all throughout the organization in all directions irrespective of the directions irrespective of the authority levels.authority levels.

Such informal channels tend to Such informal channels tend to develop when individuals interacts develop when individuals interacts with other people in organization.with other people in organization.

Exists along with the formal Exists along with the formal channels in the organization.channels in the organization.

Exists more at lower levels of Exists more at lower levels of organizations.organizations.

Advantages of Advantages of GrapevineGrapevine Carries and spreads information Carries and spreads information

rapidly.rapidly. Quick feedback can be obtained.Quick feedback can be obtained. The grapevine is a supplement in The grapevine is a supplement in

those cases where formal those cases where formal communication does not work. communication does not work.

Renders psychological satisfaction.Renders psychological satisfaction.

Disadvantages of Disadvantages of GrapevineGrapevine

Less credible than formal channels.Less credible than formal channels. At times, partial information is carried and At times, partial information is carried and

is based on rumours.is based on rumours. The grapevine may hamper the goodwill of The grapevine may hamper the goodwill of

the organization as it may carry false the organization as it may carry false negative information.negative information.

The productivity of employees may be The productivity of employees may be hampered as they spend more time hampered as they spend more time talking rather than working.talking rather than working.

Formal vs. Informal Formal vs. Informal CommunicationCommunication

FORMALFORMAL INFORMALINFORMAL

Formal channels Formal channels are followed.are followed.

No line of authority No line of authority is followed.is followed.

Generally in Generally in writing.writing.

Usually oral.Usually oral.

Responsibility can Responsibility can be fixed.be fixed.

Responsibility Responsibility fixation is difficult.fixation is difficult.

Formed to serve Formed to serve organizational organizational needs.needs.

Formed to serve Formed to serve personal needs.personal needs.

Types of Types of CommunicationCommunication

Communication

Verbal (use of words to communicate)

Non- Verbal (communication by means of elements and behaviors that are not coded into

words

VERBAL COMMUNICATIO

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WRITTEN ORAL

Non-Verbal Communication

Kinesics/ Body Language (Facial expressions,

gestures, eye contact, appearance, body

posture, etc.)

Paralanguage/ Para Linguistics (Speaking speed, pitch variation,

pause, volume variation, etc.)

Facial Expressions Convey EmotionsFacial Expressions Convey Emotions

Barriers to Barriers to communicationcommunication Communication- Life blood of all business.Communication- Life blood of all business.

No communication, no business.No communication, no business.

A communication becomes successful only if the A communication becomes successful only if the receiver understands what the sender is truing to receiver understands what the sender is truing to convey.convey.

When the message is not clearly understood, one should When the message is not clearly understood, one should understand that he is facing barrier to communication.understand that he is facing barrier to communication.

Barriers to effective communication could cause Barriers to effective communication could cause roadblocks in your professional and personal life and it roadblocks in your professional and personal life and it could be one of the major hurdles in achieving your could be one of the major hurdles in achieving your professional goals.professional goals.

Various Communication barriers can Various Communication barriers can be stated as follows:be stated as follows:

Noise :Noise : Noise is unwanted sound.Noise is unwanted sound. Primarily occurs at the transmission Primarily occurs at the transmission

level.level. It is an interference that occurs in a It is an interference that occurs in a

signal and prevents you from signal and prevents you from hearing sounds properly.hearing sounds properly.

Example: sound of machines and Example: sound of machines and engines in a factory.engines in a factory.

Cultural Barriers Cultural Barriers :: Cultural differences often cause Cultural differences often cause

communication problems.communication problems. Same set of words, symbols, Same set of words, symbols,

phases, may mean different phases, may mean different things to people from different things to people from different countries and different cultural countries and different cultural backgrounds.backgrounds.

Emotional BarriersEmotional Barriers : : Encoding and decoding of Encoding and decoding of

messages depends to quite some messages depends to quite some extent on one’s emotional state extent on one’s emotional state at a particular time.at a particular time.

Example: A message received Example: A message received when one is angry is likely to be when one is angry is likely to be interpreted in a very different interpreted in a very different manner than when one is calm manner than when one is calm and composed.and composed.

Semantic Problems:Semantic Problems: Communication is transmission of Communication is transmission of

meanings.meanings. Problems arising out of transmission/ Problems arising out of transmission/

expression of meanings are called expression of meanings are called semantic problems.semantic problems.

Communication s based on words and Communication s based on words and words are liable to be used in different words are liable to be used in different ways.ways.

It is important for the sender to encode It is important for the sender to encode the message in such a way that the the message in such a way that the receiver decodes it to get the intended receiver decodes it to get the intended meaning.meaning.

There should be clarity, simplicity and There should be clarity, simplicity and brevity to minimise chances of multiple brevity to minimise chances of multiple interpretations.interpretations.

Selective PerceptionSelective Perception : : The receivers selectively see and The receivers selectively see and

hear depending upon their needs, hear depending upon their needs, motivations, background, motivations, background, experience and other personal experience and other personal characteristics.characteristics.

Projection of own interests and Projection of own interests and expectations into the expectations into the communication process.communication process.

FilteringFiltering The sender manipulates information The sender manipulates information

in such a way that it will be seen in such a way that it will be seen more favourably by the receiver.more favourably by the receiver.

Example: a manager likes to tell his Example: a manager likes to tell his boss what he feels his boss wants boss what he feels his boss wants to hear.to hear.

Tendency of people at lower level Tendency of people at lower level to condense and synthesize to condense and synthesize information.information.

Result of filtering- the man the top Result of filtering- the man the top never gets objective information.never gets objective information.

Loss by Transmission:Loss by Transmission: Messages/ information gets Messages/ information gets

diluted or and becomes less diluted or and becomes less accurate, as it passes from one accurate, as it passes from one person to another.person to another.

Poor Retention:Poor Retention: Human memory may not always Human memory may not always

retain what is told to it.retain what is told to it.

Poor Listening:Poor Listening: At times, people are too much At times, people are too much

involved in their own problems involved in their own problems and pampering their own egos.and pampering their own egos.

As a result they are really not As a result they are really not interested in the speaker.interested in the speaker.

Major barrier to communication. Major barrier to communication.

Language BarriersLanguage Barriers : : ItIt is a figurative phrase used  is a figurative phrase used

primarily to indicate the primarily to indicate the difficulties faced when people, difficulties faced when people, who have no language in who have no language in common, attempt to common, attempt to communicate with each other.communicate with each other.

Clarity of PurposeClarity of Purpose: We must make a : We must make a careful analysis of what exactly we wish to careful analysis of what exactly we wish to communicate.communicate.

Common set of SymbolsCommon set of Symbols: Encoding/ : Encoding/ decoding should be done with symbols that decoding should be done with symbols that are familiar to the sender and the receiver.are familiar to the sender and the receiver.

Active ListeningActive Listening: Active or participative : Active or participative listening is important, as effective listening is important, as effective communication is a joint responsibility of communication is a joint responsibility of both the sender and the receiver.both the sender and the receiver.

PolitenessPoliteness: Connection between : Connection between what is said and how it is said what is said and how it is said influences the reaction of the receiver. influences the reaction of the receiver. Authority should be exercised with Authority should be exercised with grace. Politeness encourages grace. Politeness encourages participative communication.participative communication.

Eliminate NoiseEliminate Noise: Effort must be : Effort must be made to eliminate the element of made to eliminate the element of noise that distorts communication.noise that distorts communication.

Use FeedbackUse Feedback: It will let the sender : It will let the sender know that whether the message has know that whether the message has been rightly understood by the been rightly understood by the receiver. It will reduce receiver. It will reduce misunderstandings and inaccuracies.misunderstandings and inaccuracies.

CompletenessCompleteness: A message must be : A message must be complete leaving, as far as possible, no complete leaving, as far as possible, no scope for guesswork.scope for guesswork.

Controlling EmotionsControlling Emotions: For effective : For effective communication, emotions should be communication, emotions should be kept under control.kept under control.

ConcisenessConciseness: Completeness does not : Completeness does not men inclusion of unnecessary details or men inclusion of unnecessary details or diversions. Effective communication is diversions. Effective communication is concise, crisp, clear and well focused.concise, crisp, clear and well focused.

Proper use of body languageProper use of body language: It is : It is of paramount importance, especially in of paramount importance, especially in oral communication. There must be- oral communication. There must be- good eye contact with the person to good eye contact with the person to whom we are talking; hand/ feet whom we are talking; hand/ feet movement must be graceful; good movement must be graceful; good body posture; etc.body posture; etc.

Avoiding connotations and Avoiding connotations and ambiguitiesambiguities: Semantic problems can : Semantic problems can be solved by using simple language be solved by using simple language and avoiding connotations.and avoiding connotations.

Socio-psychological aspectSocio-psychological aspect: the : the sender and the receiver must make a sender and the receiver must make a conscious effort to understand each conscious effort to understand each other’s cultural and socio-other’s cultural and socio-psychological background.psychological background.

Golden RuleGolden Rule: “: “First Understand, then First Understand, then be understoodbe understood””