Effective Communication Prg_w Page | 1 Chapter 1: The Process of Communication 1. Communication Communication is the process of sharing thoughts, ideas, and emotions with others, and having those thoughts, ideas, and emotions understood. It needs a sender, a message, and a receiver for communication to take place. 2. Importance of Communication To impart /transmit /exchange ideas or information It includes speaking, listening, writing and non-verbal skills It is the essence of social interaction It influences what others think about you and how well they understand you. It also determines to a large degree your self-esteem, assertiveness and social adjustment. 3. Effective Communication Transmitted information reaches the receiver exactly as the communicator wants it to. Both communicator and receiver understand a topic in a similar manner. Emotions of the communicator are passed on to the receiver. 4. Communication Process
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Chapter 1: The Process of Communication
1. Communication
Communication is the process of sharing thoughts, ideas, and emotions with
others, and having those thoughts, ideas, and emotions understood. It needs a
sender, a message, and a receiver for communication to take place.
2. Importance of Communication
To impart /transmit /exchange ideas or information It includes speaking, listening, writing and non-verbal skills It is the essence of social interaction It influences what others think about you and how well they understand you. It also determines to a large degree your self-esteem, assertiveness and
social adjustment.
3. Effective Communication
Transmitted information reaches the receiver exactly as the communicator
wants it to.
Both communicator and receiver understand a topic in a similar manner.
Emotions of the communicator are passed on to the receiver.
4. Communication Process
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Sender: The communicator or sender is the person who is sending the message. There
are two factors that will determine how effective the communicator will be. The first
factor is the communicator’s attitude. It must be positive. The second factor is the
communicator’s selection of meaningful symbols, or selecting the right symbols
depending on your audience and the right environment.
Encoding: The sender generates thoughts to be conveyed.
The sender encodes the thoughts with both verbal and non-verbal cues (Gestures).
Noises from outside may disturb the encoding, which may alter the meaning.
Noise: Noise is defined as any unplanned interference in the communication environment, which causes hindrance in the transmission of the message. Noise distorts interpretation or the decoding part of the communication process.
Message: A communication in writing, in speech, or by signals
Transmission: The encoded message gets transmitted to the receiver. During the
transmission, the both external and internal noise may alter the intended meaning of the
original message.
Channel of Communication: Communication channels means the medium or media
through which message passes. The most commonly used channels include air, light,
electricity, radio waves, paper, and postal systems. Note that there may be multiple
channels associated with the multiple layers of transmission.
Receiver: The receiver is simply the person receiving the message, making sense of it,
or understanding and translating it into meaning. Now think about this for a moment: the
receiver is also a communicator. How can that be? (When receiver responds, he is then
the communicator.) Communication is only successful when the reaction of the receiver
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is that which the communicator intended. Effective communications takes place with
shared meaning and understanding.
Feedback: Feedback is that reaction. It can be a verbal or nonverbal reaction or
response. It can be external feedback (something we see) or internal feedback
(something we can’t see), like self-examination. It’s the feedback that allows the
communicator to adjust his message and be more effective. Without feedback, there
would be no way of knowing if meaning had been shared or if understanding had taken
place.
Types of communication: I. Verbal
Among the various forms of communication, verbal or oral communication is
considered to be the earliest and common medium of communication. The basis of
communication is the interaction between people. Verbal communication is one way
for people to communicate face-to-face. Some of the key components of verbal
communication are sound, words, speaking, and language.
Forms of Verbal Communication: Written
Letters
Resume
Reports
Agenda, Minutes
Project Proposals
Handouts
Abstracts
Notes
Presentations – PowerPoint and Paper
Oral Conversations
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Introductions
Speeches
Group Discussions
Interviews
Presentations – PowerPoint and Paper
The essential ingredients of good verbal communication:
Brevity: A message to be delivered should be brief. It should neither be too short
or too long. One can achieve brevity by taking pains and framing short sentences
rather than lengthy and complex. Using precise words, simple and familiar words
and avoiding superfluous words are important factors in effective communication.
Avoid jargon- In conversation, we must be conscious to avoid jargon because
only people who are well-versed in a particular subject can understand. It may be
called legal jargon, military jargon, commercial jargon etc. But in general
conversation, the words used must be clear other people as well.
Seven C’s of communication: Francis J. Betgin advocates that there are seven
Cs to remember in verbal communication. They are:
Candid
Clear
Complex
Concise
Concrete
Correct
Courteous Sequences: Presentation of matter in a logical sequence is yet another
important principal of effective communication. The speaker should not jump
points or change the sequence. Consistency, continuity and logical development
of the subject matter should be there. The manner in which speaker says
something is important than the something itself that matters in communication.
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Adjectives, adverbs and prepositions: Adjective and adverb should be used
where necessary. They emphasize the meaning with degree of importance and
use of unnecessary prepositions should be avoided. For instance, ‘All employees
must follow the safety regulation in regard to work’. Here, the word ‘about’ can be
used in place of “in regard to”.
II. Non-verbal Communicating a message without using arbitrary symbols i.e. words or meaning
of words is termed as “non-verbal communication”. Non-verbal language consist
of hidden messages, it is the cues which convey the messages. Non-verbal
messages express true feeling more accurately than the spoken or written
language. Non-verbal messages do not have universal meaning. In different
context they vary. Our sensitivity to non-verbal messages increase with
experience and age. According to one study, only seven percent of a message
effect is carried by words and listener receive other 93% through non-verbal
means. Gestures/Body language: The term ‘kinesics’ means the study of body
language. Body language or kinesics behavior is the most widely
recognized form of non-verbal communication. Body movements, like facial
expression, eye contact, etc., convey different messages to different people
directly or indirectly. Marks or symbols used to mean something is termed
as signs of language. Gesture is used in the place of words, number, or
punctuation marks in the sign language. The language system of the deaf
people and the hitch-hiker’s finger is the example of the sign language.
Time: The time factor also plays a role in communication. If an individual is
always late in his commitments, he conveys much regarding his personality.
In the same way, a person in a hurry can provide some information that he
has a commitment somewhere else.
Posture Dressing: The general appearance of an individual often provides clues to
his social status, lifestyle, and economic background. It also gives an idea
regarding the emotional state of the person.
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Physical touch: Physical touch is also important in non-verbal
communication. In some circumstances, it is difficult to express feelings in
words and touch proves more effective. For example, an arm around the
shoulders of a grieved relative or friend can be solace and releases tension. Signs and Symbols: Marks or symbols used to mean something is termed
as signs of language. Gesture is used in the place of words, number, or
punctuation marks in the sign language. The language system of the deaf
people and the hitch-hiker’s finger is the example of the sign language. Gifts: Gift has always has a positive meaning. It shows one’s love and
affection for someone dear one. Silence: In many circumstances, silence also is an effective medium of
communication. Through silence, some people evoke response from others.
Sometimes, silence itself is considered equivalent to speech. However,
Silence as a Medium of communication is considered as a dangerous mode
of communication.
Paralanguage: Another important dimension of non-verbal communication
is paralanguage. Sounds are the basis for paralanguage. Paralanguage
include tone of voice, power or emphasis, pitch, rhythm, volume, pause or
break in sentence, speed of delivery, loudness or softness etc. These
languages too influence meaning and convey messages.
Kind of Communication Interpersonal
Group
Mass
Need for Effective Communication Shapes the approach of an individual towards another
One represents not merely oneself but the organization/institution.
Communication in Management Management involves communicating with and through people
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Communication is the lifeblood of an organization without which it will fail to
function effectively, will be unable to reach its goals and will ultimately perish.
“I kept six honest serving men they taught me all I knew their names were what and where and when and how and why and who
- Rudyard Kipling
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Chapter 2: Barriers to communications Barriers Barriers are influencing factors, which impede or breakdown the continuous
communications loop. They block, distort, or alter the information. The main barriers are: a. Organizational barriers
1. Policy: Broad objectives and policies of the organization are laid down by the
top management. They are broad guidelines for everyone in the organization to
follow. They change behavior or the receiver. Policy is generally in writing. If
policy is not supporting the flow of communication, vertically and horizontality, it
acts as hurdle in the smooth flow of communication. 2. Rules and Regulations: Formal communication should follow the path of flow
the communication. Organizational rules and regulations sometimes work as
obstacles for transmitting message. They prescribe rigidly in the message to be
communicated as well as the channel to be followed and through which alone the
communication must move. The rules are so rigid and formal that they restrict the
free flow of communication and result in delay in decision-making process and
action.’ 3. Status and Position: In two-way communication, status and position block the
flow of communication, particularly in upward flow. The reasons are non-listening
attitude of the superior, non-answering and interpreting as well as withholding
information etc. 4. Complex organization: Complexity in organization structure is also equally a
serious problem in the smooth flow of communication. The organizational
structure has an important influence on the capacity of the members to
communicate. Complexity involves many layers of supervision, long distance,
more lines, communicating gaps, organizational distance between the workers
and the top management. Problem arises when the organizational structure is
not properly defined. It is necessary to assign the responsibility and authority,
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and to clear the channels for a wealthy organization. Thus communication is
likely to be ineffective and over harmful. These barriers are: Lack of chain of command
Bureaucratic delay
Political manipulations
Class confects
5. Facilities: The management in every organization must provide minimum
facilities to handle message load and to communicate effectively. Facilities like
typing pool, media, mechanical instruments carriers, cost etc. Organizational
facilities are indispensable for smooth, proper and a timely flow of
communication. The purpose of communication is defeated if minimum facilities
for transmitting message are not provided.
b. Organizational Climate Barriers: These are the barriers that are created due to
problems in the culture of the origin and also due to lack of proper directions of the
managers or top brass. These are as follows:
1. Fear Fear of being misinterpreted
Fear of distortion by gossip
Fear of exposing oneself to criticism
Fear of getting fired
2. Poor or Ego-centered supervision: Poor supervision may create obstacle in
the communication process. Typically, the person may thrive that s/he is being
ignored or dominated.
3. Insincerity and lack of confidence: Insincerity means that communication is
superficial. Lack of confidence means that, message is not trustworthy.
c. Personnel Barriers:
1. Semantic problems: Science of meanings is termed as semantics. Language
barrier may manifest itself in the form of misinterpretation of words, gestures,
translation, and meaning of signs and symbols. A word can carry as many as five
hundred meanings. Semantic barriers arise due to differences in meanings,
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which people attach to the different words. The meanings of the word are not in
the words are not in the words, these are with us. A poor choice of symbols or
their confused meanings could distort communications. A Semantic barrier can
be divided into the following categories:
Words: if an American tells an Indian to put something in the “boot” the
Indian will look at his shoe, but the American is referring to the rear of his car.
Gestures: While a Belgian nods his head left to right to signal no, the British
does the same to signal yes.
Translation: anybody who has spoken to an American and an Englishman
will see how the same language and words differ. Our simple lift is known as
an elevator and an escalator.
Signs and symbols: Making a circle of the thumb and first finger signals the
message “A – one” to an Indian, the very same sign signals an
unmentionable cussword in German.
Frames Of Reference: A scientist will consider “U-N-I-O-N” a term related to
electronically uncharged particles, while a production manager will consider it
a group of meddlesome workers.
Space: People use space to indicate two categories of feelings toward
others, Proxemics, or the distance between people, indicates the people’s
attitude toward each other. Territory, the amount of space a person controls,
indicates status.
2. Cultural differences: Cultural barriers arise due to peculiarities/ variations within and between
cultures
Their effect is deep set as
1. They are deeply embedded in a society,
2. They have an emotional string attached to them,
3. Their effect is often not realized
Often they arise as people presume the existence of ‘universals’
They are difficult but not impossible to overcome
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Cultural Barriers types: Visual barriers and Traditions Means to Overcome Cultural Barriers
Careful study of the culture
Willingness to move with the times
3. Psychological Barriers: These arise due to attitudes, bias or a closed mind, emotions, perceptual
variations, mental competencies, sensory differences, tendencies to exaggerate,
and lack of listening skills.
Attitude: If the listener feels superior to the speaker he will not get the
complete message.
Bias: If you dislike the speaker you will not hear him out.
Heightened emotions: If you are angry or happy to a great degree you will
not be able to communicate effectively. Insecurity, worries, fear, sorrow, and
shame can all act as barriers.
Perceptual Variations: The problem with communicating with others is that
we all see the world differently. If we didn't, we would have no need to
communicate: something like extrasensory perception would take its place.
Sometimes it also causes disruption in communication. The word “u n i o n”
will be seen as un-ion by a chemical scientist but as union by a management
graduate.
Mental competency: a five year old will not understand what “NaCl” means.
Sensory differences: a blind person cannot appreciate the concept of colors.
Exaggeration: leads to the distortion of facts.
Listening: It is much more than merely hearing the speaker. It involves
assimilation, understanding and retention as well.
Halo Effect: Subconscious evaluation of the Source tends to color our
reaction to the message. If we like the person we will believe him, if we dislike
the person we may not trust the message he delivers.
Stereo Typing: Judging the whole group or community on the deeds/
activities of person belonging to them. E.g. Attitude of Americans, towards all
Islamic people after attack on World Trade Centre.
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d. Physical barriers:
Noise – Physical/Semantic
Distance
Fatigue – Physical/Mental
Attention Span
Defective Sender/Receiver
Time
Physical barriers can be avoided by: Careful choice of time/place of communication on a mutually convenient basis
Avoiding excessive jargon
Careful coding of the message
Summarization/repetition of important aspects of the message
Use of audio-visual aids
Awareness of the Receiver
Neutralizing peculiarities
e. Technical Barriers:
Technical malfunction
Wrong time of communication
Space and geographical distance
Mechanical failure
Disturbance
Physical Obstruction - too much emphasis on the information structure
How to Overcome Barriers to Communication
1. General Awareness on importance of communication
Tips for improving communication Noting down important points
Asking questions and seeking clarification
Repetition of important points
Planning back
Proper sequencing of presentation
Credibility of source of information
Importance of time element
Careful listening** Empathy: putting yourself in others man shoe
Ability to make use of language effectively
Talking at the same wavelength
Use of more than one channel of communication
Emphasis on main points and avoidance of unnecessary details Barriers to listening Hearing difficulty and seating
Speed of thought
Wanting to speak
Other things on mind
Prejudice against speaker
Variant Views
Heard all before
Assuming what is being said
Only what you want to hear
Language problems
Tiredness
Undefined reaction
Internal and external distractions
Verbal/ non verbal incongruence
Emotive words and phrases used
Not interested
Day dreaming
Speaker’s apparent inexperience
Poor presentation skills
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Chapter 3: Communication in an organization Elements of Communication in an organization 1. Its importance
Work needs to be done with and through people
Helps in maintaining a cordial ambience
Enhances efficiency
Prevents misconceptions
2. Objectives
Providing information
Conveying orders
Consultation/Suggestions
Persuasion
Morale boosting
3. Types
Internal: Inter and intra departmental/individual communication on a (in) formal
basis
External: Communication with individuals outside the organization/other
organizations on a (in) formal basis that helps in facilitating in its working
4. Channels
A. Formal Vertical: Upward and Downward
Refers to communication between bosses and subordinates
Takes two forms – upward and downward
Often defined by stringent rules that result in hampering the working
ambience
Most important for the effective functioning of an organization
It can involve skipping levels
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Upward Communication
Communication that goes from the subordinates to the bosses
Often highly formal
Usually accompanied by a high level of disguise
Largely in the form of replies, requests
Downward Communication
Communication that goes from the bosses to the subordinates
Often in the form of orders
Usually defined by a high degree of formality
Horizontal
Communication (at an (in) formal level) between people at the same level in
an organization or among organizations
Very important for maintaining complete efficiency within an organization
Lateral
Communication across various levels
Can be either formal or informal
Often in the form of networking
Can be misused to subvert hierarchy and gain favors
B. Informal Grapevine
Informal communication within an organization
Can take any direction
Can be in the form of either networking or rumors
Often results in miscommunication
Can be effectively exploited by decision makers to float ideas/gauge their
strength
Lateral: same as above.
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5. Media and modes Oral Face-to-face
Telephone
Tele-conferencing
Meetings/briefings
Speeches (rare)
Written SMS
E-mail
Fax
Letters
Reports
Minutes/Agenda/Notices
Notes
Memos
Presentations
6. Communicating effectively
Open mind is the key to communication. Don’t let the lines of communication get tangled upon your need to talk too much
often. Absence of communication creates void and misunderstanding, soon fill it. Finishing statement, for others may diminish their desire to communicate. We always wonder what a person of few words has to say. Treat employees like machine and you can expect a breakdown in
communication and in morale. When you talk too much, it is hard to remember all that you said as it is
remember what it is they said. The better you listen, the more you learn how little you know. The fake listener can only fool you if you are not a good listener.
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What we hear is not always the same as what we is being communicated. The more you talk, the less you listen and the more you talk, the less other listen. Is your comment pertinent? Is your comment informative? Do you have your
thoughts in order? If not, you are better off listening. Advantages/ Disadvantages Formal Communication Informal Communication
Advantages Disadvantages Advantages Disadvantages Chain of command is maintained.
Clear cut directions for functioning.
Written records for all are maintained.
Time consuming.
Inflexible and lacking in autonomy.
Fast dispersion of information.
No hierarchy / protocol to be maintained.
Gossip fosters. Rumors spread. Formation of cliques. Ambience is affected by misinformation.
Verbal Communication
Non-Verbal Communication
Oral Written One to One (Internal & External)
Face to Face Telephone Interviews
Personal Letters Memorandum
Signs Peace V for Victory
One to Group (Internal & External)
Speech Presentation Lecture Debate Jam
Internal Notice Circular Standard Operating Procedures (SOPs) Report In-house Magazine
Symbols Dove for peace Red Cross Blue Cross Red for Danger
Within a Group (Internal & External)
Group Discussion Brainstorming Meetings
External Annual General Reports
Print Ads Newspaper Articles Magazine Features Government Agencies
Body Language Eye Contact Facial Expressions Hand Gestures Posture Gestures Paralanguage
Between Groups (Internal & External)
Conflict Resolution Negotiations Debates
Space Proxemics Territory
External Trade Fair / TV/ Exhibitions/ Radio Confederations Trade Associations
Time Chronomics
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Oral Written
Advantages Disadvantages Advantages Disadvantages Personal Two-way (idea can be exchanged, clarifications can be made)
Flexible (can be adapted to receive, can be presented in the right tone of voice, with a smile, with gestures)
Effective (personal touch)
Direct (easy, simple, fast, places responsibility for communication where it belongs – on immediate supervisor).
Message can get distorted or forgotten
Lengthy messages cannot be conveyed with ease
No records are maintained
Cannot be used as evidence
Authority Accuracy Permanent Record Coverage (adequate length, duplicated and distributed to everyone concerned)
Time to think and react Indirect (retention rate from reading is high, written communications are economical)
Time consuming Increases paper work Needs a lot of filing
cabinets and storage space
Non verbal Communication Advantages Disadvantages Universal language ( no language barriers) Literacy is not an issue Aids such as pen, paper, phone, etc are not required
Feelings are perceived more intensely and evoke immediate reaction
If the frame of reference is not the same many misunderstandings can occur
Is not totally culture free Too many conclusions may be drawn based
on a single or isolated act
Individual Communication Group Communication Advantages Disadvantages Advantages Disadvantages It is more personal. Individual biases can
come into play. Information can be given to many people at the same time.
Time saving. Clarification of common doubts is easier.
It is impersonal. It can be subject to group
think.
Internal Communication External Communication Advantages Disadvantages Advantages Disadvantages Boosts morale and motivation.
Is an indicator of the health of the organization
Information overload due to lack of filtering.
If only one way, it is directive.
Helps promote the image of the organization in society.
Media hype and intervention in organizational functioning.
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Chapter 4: Management of Written and Oral Communication Importance of Effective Communication
Shapes the approach of an individual towards another
An individual represents not merely her/himself but the organization/institution
Etiquettes: Unwritten Norms of Communication. It makes Interaction Pleasant General Etiquettes
Offering a seat
Offering a glass of water, tea etc.
Awareness about gender, age, position
Intimating about a change as early as possible
Common courtesies – opening the door, allowing women/ older people to
enter/exit first, holding out the coat, rising to greet
Etiquettes in Verbal Communication
Greeting an individual
Introducing oneself
Precision and clarity in communicating a message
Use of language
Pleasant Parting
Keeping up to date with changing techniques in written communication
Using politically correct language
Impact of spellings, punctuation and grammar
Impact of pronunciation
Impact of tone
Impact of speed
Importance of time
Avoiding unnecessary intimacy/ dwelling on personal details
Avoiding excessive use of jargon
Etiquettes in Non Verbal Communication Adopting the correct posture
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Norms of interacting with men/women
Impact of facial expressions
Impact of gestures
Eye contact
A handshake should always be firm
Maintaining a comfortable physical distance
Formats in Oral Communication Face-to-face
Do’s and Don’ts
Read/provide non verbal cues
Maintain eye contact
Do not cut off any section of the receivers
Do not interrupt
Telephone Do’s and Don’ts
Seek immediate clarification if required
Be alert to/provide tonal variations
Tele- conferencing Do’s and Don’ts
The time should be convenient to all parties and should be intimated well in
advance
The agenda should be known well in advance
Combination of etiquettes related to telephonic and face-to-face
communication
Meetings/briefings Do’s and Don’ts
The agenda and schedule should be circulated well in advance
Avoid interruptions
Contribute wherever possible
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Be alert to your own and others’ verbal and non verbal cues