Introduction to communication

Concept of Communication•“Communication is as old as man himself”•Existence without communication is impossible.

The word Communication is derived form the latin word ‘communis’ means commonness or to share or participate.

Meaning of CommunicationMan is a communicating animal, he alone has power to express the words.The presence of minimum two minds is essential for communication.Communication means to convey a message by one person to another so that another person may understand, follow and implement the message. If one person is unable to follow the message of another, it can’t be called as communication.

Definition of Communication

“Communication in its simplest form in conveying of information from one person to another.”

-Cyril L. Huden“Communication is an exchange of facts, ideas, opinions or emotions by two or more persons.”

-Newman and Summer“ Communication is an interchange of thoughts or information to bring about mutual understanding and confidence of good human relations.”

-American Society of Trianing Directors

1. The information function2. Command and instructive function3. Influence Function4. Integrative Function

1. Communication involves Plurality of Person: cannot take place with single person

2. Existence of Message3. Continuous Process4. Two way process5. Must be written, oral or gestural6. Primary purpose is to motivate a response7. Can be formal or informal8. Can be vertical, Horizontal or Diagonal9. Unavoidable Process10.Universal Process11.Social Process

1. Smooth and unrestricted running of the enterprise

2. Quick Decision and implementation3. Proper planning and coordination4. Maximum productivity with the minimum cost5. Morale –building and democratic management6. Promotion of Co-operation and industrial

peace7. Improve Public Relation8. Helps in providing job satisfaction9. Helps in selection of best employees10.Basis of Control11.Help in motivation and leadership12.For running internal administration13.Liasion with outside world14.Better Public Image

1. Personal Skill2. Practical knowledge3. Result oriented Approach4. Regular Practice5. Creativity

1. Systematized Body of knowledge2. Continued observation3. Universal Application4. Cause and Effect relationship5.

1. Speed2. Accuracy3. Secrecy4. Record5. Cost6. Convenience and easy7. Suitability8. Impression

MessageMessage EncodingEncoding MediumMedium DecodingDecoding

DecodingDecoding MediumMedium EncodingEncoding MessageMessage

ReceiverReceiver(now sender)(now sender)SenderSender

Transmission Phase

Feedback Phase

NOISE

1. Sender2. Encoding3. Message/ Information4. Channel/ Media5. Receiver6. Decoding7. Feedback8. Noise

1. Sender: Sender May be individual or group of individuals or any organization, who desire to share information for a predetermined purpose or for an expected action or response.

2. Encoding: Transforming the ideas into words, symbols, pictures, diagrams, gestures etc , it is a method to provide a concrete shape to the message.

Main purpose is to translate into a language or code that the intending receiver of the message will probably understand.

3. Message /Information: it is the physical form of the thought which can be experienced and understood by one or more senses of the receiver. Messages are not the meaning but indicative meaning. Meaning lies in the mind of the receiver

4. Channel/ Media: it is a vehicle in the transmission of a message. The technological revolution has brought drastic change in the mode of communication/ its methods.

Selection of suitable channel is essential to save time / money and energy. It must suit the receiver and the sender.

6. Decoding: translation of information into understandable language. If the message is designed well but it is not understood by the receiver , it is a waste. But decoding should be done according to the senders purpose.

7. Feedback : most important stage.

8. Noise: noise is any interference with the normal flow of understanding from one person to another. It reduces the effectiveness of communication.

1. Downward Communication2. Upward communication3. Horizontal communication4. Diagonal communication5. Multi Directional communication

1. Downward Communicationa. For Job Instructionsb. For trainingc. For asking feedbackd. Develop Positive attitudee. To provide information required for job

Modes- 1. Written orders2. Bulletin Board3. Audio Visual4. Magazines5. Employee handbooks6. Information Racks7. Letters 8. Published Reports

Limitations of Downward Communication1. Filtration of Message2. Lack of face to face interaction3. Multi levels4. Timing5. Lack of Feedback

2. Upward Communicationa. To create feeling of belongingnessb. To evaluate communication through feedbackc. To receive suggestionsd. To maintain harmonious relations

Modes- 1. Counseling2. Reports3. Social Gathering4. Open Door policy5. Complaint/suggestion Box6. Meeting7. Private Line8. Opinion Survey

2. Limitation of Upward Communication1. Fear2. Distrust of Superior3. Lack of Ability4. Lack of Self Confidence5. Long Hierarchy

3. Horizontal CommunicationAlso known as Sideways/Lateral/

Crosswise/interscalar.By Henry FayolConcept of Gang Plank“ Special Feature is that it does not appear on the

organization chart”

Characteristics:1. Problem Solving2. Ensures mgmt by exception: doesn’t bother all

superiors.3. Speed4. Informal in nature5. Promote Social and emotional Support.

Limitations of Horizontal Communication1. Creates Confusion2. Creates Conflicts3. Leads to disturbance

3. Diagonal Communication: It cuts across different functions and levels in an organization. When a supervisor in the credit department communicates directly with a regional marketing manager who is not only in a different dept. but also at a higher level in the organization, diagonal communication is said to take place.

4. Multi Directional Communication:

1. Interpersonal Media Conventional electronica. Messenger a. telephoneb. Mail b. Mobile phonesc. Courier c. pagersd. Telegraph d. Faxe. Telex e. E mail 2. Group mediaa. Tape Recordersb. Loud Speakerc. Over head projectorsd. Slide projectors

3. Mass Mediaa. Notice Boardb. Public Announcementc. Printd. Cinemae. Radiof. Televisiong. E mail.

3. Mass Mediaa. Notice Boardb. Public Announcementc. Printd. Cinemae. Radiof. Televisiong. E mail.

1. Principle of Clarity2. Principle of Completeness3. Principle of Conciseness4. Principle of Consideration5. Principle of Courtesy6. Principle of Correctness7. Principle of Coherence

1. Principal of Clarity: Clarity of thoughts and expressions

a. use of simple wordsb. Use of single wordsc. Use of concrete wordsd. Avoid negative statemente. Avoid use of foreign words

2. Principal of Completeness: Message must include all relevant data, information and facts for its effectiveness.

3. Principal of Conciseness:a. To the pointb. Avoid repetitionc. Properly organized message

4. Principal of Considerationa. Avoid ‘we’ attitude, use ‘you’ attitudeb. Avoid Gender bias ( Sir/ Mam)

5. Principal of Courtesya. Quick Responseb. Apologies and thank the person/party

6. Principal of Correctnessa. Correct Languageb. Correct Factsc. Correct Time

7. Principal of Coherence Business Communication, especially the written

form of business communication should be coherent. A business letter will be coherent if the matter is systematically and logically arranged. The message should be organized to suit the reader’s convenience.

1. Physical Barriers2. Psychological Barriers3. Semantics Barriers4. Organizational Barriers

1. Physical Barriersa. Noise: Poor writing bad quality Xerox, poor

phone connections are termed as noiseb. Time: be precise, brief, can be send in

minimum time.c. Space Distance: sender has to know about the

location of its receiver before selecting the medium. Medium should be such which can overcome the problem of distance.

2. Psychological Barriersa. Attitude and opinionsb. Emotionsc. Status Consciousnessd. Discrimination for others(as a source of

information)e. Inattentiveness / Poor Listeningf. Faulty transfer( to wrong person)g. Poor Retention(memory)h. Unsolicited Communication ( no attention to

unwanted things)i. Halo Effect( judge message based on the

personality of the source)j. Cognitive Dissonance

2. Psychological Barriersa. Attitude and opinionsb. Emotionsc. Status Consciousnessd. Discrimination for others(as a source of

information)e. Inattentiveness / Poor Listeningf. Faulty transfer( to wrong person)g. Poor Retention(memory)h. Unsolicited Communication ( no attention to

unwanted things)i. Halo Effect( judge message based on the

personality of the source)j. Cognitive Dissonance

3. Semantics Barriersa. Interpretation of Symbolsb. Interpretation of Wordsc. Lack of Vocabularyd. Language Variatione. Misunderstanding of Direction

4. Organizational Barriersa. Strict Implementation of rules and regulationsb. Status Consciousnessc. Absence of meetingd. Faulty medium

1. Use Direct, simple language and avoid words with ambiguous meaning.

2. Use of face to face communication3. Use of feedback4. Listen with understanding5. Careful in using non verbal communication

Dangers of Ineffective CommunicationManagers spend most of their time

communicating so both they and the subordinates must be effective communicators. To be effective:

Select an appropriate medium for each message.

There is no one “best” medium. Consider information richness: the amount of

information a medium can carry. Medium with high richness can carry much information

to aid understanding. Is there a need for a paper/electronic trail to provide

documentation?

Communication Skills for Managers as Senders

Send clear and complete messages. Encode messages in symbols the receiver

understands. Select a medium appropriate for the message

AND monitored by the receiver. Avoid filtering (holding back information) and

distortion as the message passes through other workers.

Ensure a feedback mechanism is included in the message.

Provide accurate information to avoid rumors.

Communication Skills for Managers as Receivers

Pay Attention to what is sent as a message. Be a good listener: don’t interrupt.

Ask questions to clarify your understanding. Be empathetic: try to understand what the sender

feels. Understand linguistic styles: different people speak

differently. Speed, tone, pausing all impact communication. This is particularly true across cultures. Managers should expect and plan for this.