What is Comm.- Students Copy

COMMUNICATIONCOMMUNICATION

What is communication?

Communication is a systematic process of telling, listening and understanding.

Communication is the process by which a source sends a message to a receiver by means of a channel to produce a response (effect), in accordance with the intention of the source (feedback).

Communication stands for natural activity of all human beings to convey opinions, feelings, information and ideas to others through words (written or spoken), body languages or signs.

Forms of Communication

Intrapersonal CommunicationInterpersonal CommunicationGroup Communication Mass CommunicationVerbal CommunicationNon-Verbal CommunicationMeta Communication

Process of Communication

IDEA MESSAGERECEIVEDMESSAGE

IDEA

ENCODING CHANNEL DECODING

MEDIUM

FEEDBACKTX

TRANSMITTERRx

RECEIVER

Key Elements Of Communication

Message:

information to be sent from one person to other

Organized ,structured, shaped and selective

Sender:

Who sends the message

Conceives, initiates, selects medium, time of sending the message

Encoding:Changing from mental form to words, symbols considering the receivers ability.

Channel:The medium via which facilitates the sending of message.

Can have any form.

Receiver:

The targeted audience of the message. Interprets and try to perceive the

message. Decoding:

Translation

Trying to get the meaning behind the words

Acting Receiver acts on the message received Communication is completed by sending the

feedback

Feedback In the process sender becomes receiver An important part as shows the correctness of

the message received

Main Forms of Business Communication

1. Internal Operational Communication

- Formal Communication

- Informal Communication:

Chat

Grapevine

2. External Operational Communication

Internal Communication

1. Formal Organization:Within the organization, information may be transmitted

from,

-From superiors to subordinates (downward communication)-From subordinates to superiors (upward communication)-Among people at the same level on the organizational chart (horizontal communication)-Among people in different departments within the organization (cross-channel communication)

These 4 types of communication make up the organization’s formal communication network

Merits of formal communication

Satisfy the information needs of the organization : Formal channels of communication are designed to cater to the informational needs of the organization, i.e., when and where, what kind of information is required and who is to provide it.

Integrates the organization : Formal communication channels work as linking wires in a big sized organization, and thus integrate its functioning.

Coordination and control : By providing required information at right time to right places, the formal communication networks greatly facilitates coordination and control in the organization.

Sorts the information for high-level executives : Formal communication channels facilitate the flow of selective information to the top executives. Otherwise they will be finding themselves in the midst of all relevant and irrelevant information.

Restricts unwanted flow of information : When a person is supposed to formally communicate some information to some authority, that itself has a restrictive implication that he need not disseminate this information anywhere else.

Reliability and accuracy of information : When information moves through formal channel, it has to have some basis to substantiate it. It is any time more reliable and accurate than the informally obtained information.

Limitations of formal communication

Time consuming and expensive : Since formal communication channels involve lot many levels, information takes time to travel across. More-over, paper work, involvement of executive’s time, and other facilities required for the communication network make it an expensive proposition.

It increases the workload of the line supervisor : Since most of the reporting goes from down to up, generally line supervisor is the person who has to devote a good deal of time because in forwarding information, under formal channels.

Information may get distorted : There are dangers of messages being lost, filtered or distorted as they pass through many points.

Creates gaps between top executives and lower subordinates : Formal communication channels reduce the need of contact between the top executive and the subordinates at the lowest level. Many a times they do not even recognize each other.

2. Informal Organization:

It is the transmission of information through nonofficial channels within the organization. Employees form friendships, and cliques develop, they talk in gatherings, the persons working at same place may talk

just like that, and likewise.

Informal Organization

Chat Horizontal relationship relates to communication

between peer groups mangers of different divisions informal communication among them is termed as chat

Essential this informal communication is confirmed in writing before it goes thru the official channel

The GrapevineGenerally felt that the network in existence

is complete, but it is not so.Employees feel that they are inadequately

informed in formal system, mngt. uses channel to conceal rather than

reveal informationIt lacks transparency

To overcome they develop informal system grapevine

Features

The unofficial version of news irrespective of its basis is more easily believed

News thru this system spreads like wild fire Usually this information is some what distorted

and exaggerated, as many filters at work Exists in all organisations The group formed is on friendship basis and not

on official status Attributed to reliable source

Like communication there is a non official communication leader who generally initiates and spread the gossip across the organisation

Viewed negatively by the management but sometimes they utilize the channel to know the reaction beforehand

Before officially announcing the change they feed the leader and watch for employees reaction, feedback and responses. Accordingly if required they modify and firm up the decision before official announcement.

Merits of Informal Communication

Uniting Force: it brings together work force in matters of common interest

Speed Creation of ideas Good personal relations: sometimes public

relations fail in organisation due to lack of personal relations. n informal communication personal relations form the base thus good public relations

Limitations of Informal Communication

Rumors : sometimes the grapevine can prove disastrous. It is an information without solid evidence, it can raise hopes of the employees . Result management is confronted with a situation of ambiguity and uncertainty

Inadequacy :deals with secondary issues regarding staff and management relations

Changing Interpretations: the message gets diluted and distorted as it spreads e.g Chinese Whispers

External Communication

Communication is an ongoing process. It does not only take place with people within the organization but with people outside the organization as well.

If a company has to survive in the competitive environment, it has to adopt the latter form of communication also.

The image of the company is contingent upon the relationship that it maintains with people outside.

External communication can take on a number of forms.1. Advertising 2.Media interaction 3.Public relations 4.Presentations 5.Negotiations 6.Mails 7.Telegrams 8.Letters.

Seven Communication Roadblocks

Differences in perspective Differences in knowledge level Lack of common language Adoption of stereotypes Strong Emotions Self-centeredness Laziness

VERBAL AND NON-VERBAL COMMUNICATION

Verbal Communication

Verbal messages are composed of words either written or spoken.

we spend 70% of time in communication when awake….

1. 45% listening

2. 30% speaking

3. 16% reading

4. 9% writing

Verbal communication has two parts:

1. Oral Communication

2. Written Communication

Time spent on communication

listening45%

speaking30%

reading16%

writing9%

listening

speaking

reading

writing

Oral Communication according to francies j bergin , oral

communication is characterized by several factors, such as –

-Candidness -Concreteness

-Clarity -Correctness

-Completeness -Courtesy

-Conciseness

communicator should follow the following

Consider the objectiveThink about the interest level of the

receiverBe sincereUse simple languageBe brief & preciseAvoid vagueness

Give full factAssume nothingUse polite word and toneCut out insulting messageSay something interesting and pleasing to

the recipientAllow time to respond

Barriers to effective oral communication

No Record Time consuming poor retention Premature evaluation and hurried

conclusions Language barrier

Written Communication

There are many ways of written communication like:

- Email- Web site- Memorandum- Letters- Reports- Miscellaneous

Advantages

Provide record Build up the image Permanent Responsibility Fixed

Limitation

Time Consuming Lack of immediate Feedback Costly Communication cycle remains incompete.

Non-Verbal Communication

nonverbal messages are unwritten and unspoken.

“It is wordless message received by Receiver/listener through body movements, space, time, dress, sign, tone of voice etc.”

Characteristics of NVC

Verbal & nonverbal com. Co-exist Nonverbal clues are often ambiguous Nonverbal clues are continuous Nonverbal clues are generally more

reliableNonverbal clues are culture boundNonverbal messages primarily

communicates emotions & attitudes

Types of Non-Verbal Communication

Sign Language Body Language Para Language Space and Time

Sign LanguageSign Language

Visual signs in business Photographs posters Cartoons Maps Diagrams “No smoking” Traffic signal Ambulance

Audio/Sound signalsFire alarmVIP car soundBell/ buzzerAmbulance sirenPolice siren

Advantages of visual signal

Easy for conveying message Make communication interesting Useful for illiterate people Effective way for advertising

Advantages of audio signal

Quick in conveying message Useful in time management

Limitation of sign language

Communicate only simple idea It requires skill It will affected with verbal communication Chance of misunderstanding Correction is not possible on the spot

Body LanguageBody Language

THE BRANCH OF STUDY OF BODY MOVEMENTS IS KNOWN AS KINESICS.

FACIAL EXPRESSIONS EYE CONTACT POSTURE HANDSHAKES PHYSICAL APPEARANCE GESTURES

Facial Expressions:It conveys information. Facial expressions continually

change during interaction and are monitored constantly by the recipient. There is evidence that the meaning of these expressions may be similar across cultures.

Facial Expression

It conveys information. Facial expressions continually change during interaction and are monitored constantly by the recipient. There is evidence that the meaning of these expressions may be similar across cultures

-Warning -Anxious

-Amused -Sleepy

-Confused -barely tolerant

-Sad -SMILING

Eye Contact

Eye contact, an important channel of interpersonal communication, helps regulate the flow of communication and it signals interest in others.

Posture

You communicate numerousmessages by the way you walk, talk, stand and sit. Standing erect, but not rigid, and leaning slightly forward communicates to students that you are approachable, receptive and friendly.

NERVOUSNESS HANDS IN POCKET COVERING THE MOUTH WHILE SPEAKING SCRACTING BITING NAILS TAPPING YOUR FOOT CROSSING LEGS LOOKING AT THE CEILING

CONT…. STRAIGHTENING THE TIE SETTING THE HAIR WITH HANDS SPEAKING TOO FAST OR TOO HALTINGLY ADJUSTING YOUR GLASSES PLAYING WITH JEWELLERY CLICKING PENS PLAYING WITH PAPER WEIGHT

AGGRESIVENESS STARING SHOWING A FIST

RUDENESS SHAKING YOUR HAND TOO LONG YAWN WORK WHILE SOMEONE TALKS START GATHERING AND FOLDING PAPERS

BEFORE MEETING IS OVER

LACK OF GOOD SENSE

BANGING THE TABLE INSTEAD OF LAUGHING AT A JOKE

CHEWING PENS WRINGING HANDS WIPING HANDS ACROSS FACE

SHOWING SUPERIORITY OF POSITION

NOT RESPONDING OR ACKNOWLEDGING OTHERS GREETING

SHOUTING ORDERS ATTENDING MEETINGS WITH CELLPHONES ON CONTINUING TO WORK AS OTHERS SPEAK TO YOU KEEPING THE HAND HELD TOO LONG UNDER

YOUR HAND WHILE DOING HANDSHAKE RECLINING IN THE CHAIR WITH YOUR HANDS

FOLDED BEHIND YOUR HEAD

Gesture

There are many kinds of gestures: -clenching fist shaking a finger-biting fingernails -raising eyebrows-hands behind head-sticking out tongue-rubbing chin

-narrowing eyes

-tugging earlobe

-scratching head

-rubbing nose

-folding arms

-narrowing eyes

Para LanguagePara Language

Para means “like”. Hence Para language is a like language.

It is close to verbal communication because it shows how words are spoken or utterances is made.

The verbal communication consists of “what” while Para language involves the how of speakers voice or the way in which he speaks.

This category includes a number of sub-categories:-Inflection (rising, falling, flat...)-Pacing (rapid, slow, measured, changing...)-Intensity (loud, soft, breathy,... )-Tone (nasal, operatic, growling, wheedling, whining...)-Pitch (high, medium, low, changes...)-Pauses (meaningful, disorganized, shy, hesitant...)

The first signal that we receive or use. It tells about the speakers gender,

background, education, training and temperament.

Generally human voice does a satisfactory job.

voice

Pitch variation:

Most of us introduce wide variations In pitch while speaking.

Speaking at the same length on the same level of pitch makes the speech monotonous or boring.

Generally people in authority speak in a high pitched voice while those in subordinate position speak in monotonous.

This all depends upon ones state of mind.

Speaking speed

Speaking fast or at a high speed is not fluency.

We should speak at different speeds on different occasions and while conveying different parts of a message.

Easy part—at brisk pace coz it is easily understood.

Difficult and technical---conveyed at slower pace.

Pause:

Pauses have to be at the right moments.Incorrect use of pauses create problems.A pause is effective in emphasizing the

upcoming subject and in gaining the listeners attention.

Too frequent pauses will, spoil the speech.

Volume variation

Our speech should be loud

enough to be audible to the

audience not too loud to put

them off. The loudness of our voice

should be adjusted according

to the size of the audience……..

Non-fluencies:

Utterances of ‘oh’,’ah’,’um’,’you know’,’ok’etc are known as nonfluencies.

They give the speaker breathing time and the audience time to think over what has been said.

Too frequent non-fluencies irritate the listeners.

Word stress

Proper word stress of crucial importance in communication.

Have you seen my new book?

Have you seen my new book?

Have you seen my new book?

Have you seen my new book?

Have you seen my new book?

Advantage of Para language

No oral communication is complete without it

On the basis of persons Para language we can find out his regional, national and educational background

A careful listener can learn a lot from a good speaker.

Limitations:

We cannot totally rely on Para language. It is like language not a language.

It is difficult to achieve uniformity because speakers belong to different speech communities..

SPACE,SURROUNDING AND TIME

WHAT IS PROXEMICS? PROXEMICS IS THE STUDY OF HOW WE

COMMUNICATE WITH THE SPACE AROUND US. WE CAN ALSO CALL IT IS AS ‘SPACE LANGUAGE’

DEMARCATION OF THE DISTANCE BETWEEN US AND THE PERSON/PERSONS WITH WHOM WE WISH TO COMMUNICATE.

There are three basic principles that summarize the use of personal space in an organization:

The higher your position (status) in the organization,

(a) the more and better space you will have,

(b) the better protected your territory will be, and

(c) the easier it will be to invade the territory of lower-status personnel.

THIS DISTANCE OR PROXIMITY CAN BE STATED AS FOLLOWS.:

1. Space and Territory

- Intimate Zone (up to 2 feet),

- Personal Zone (2 to 4 feet) - Social Zone (4 to 12 feet)

- Public Zone (Greater than 12 feet)

2. Time

SILENCE

It can provide a link between messages and relationships.

Silence can also be judgmental by indicating favor or disfavor - agreement or disagreement.

For example, suppose a manager finds a couple of his staff members resting.

If he believes these staff members are basically lazy, and should be given additional assignments.

If he believes these staff members are self-motivated and good workers, the idleness conveys to him that they are taking a well-deserved "break."

If he is personally insecure, the idleness conveys to him that they are threatening his authority.

GUIDELINES FOR DEVELOPING NON-VERBAL COMMUNICATION SKILLS

Pay Attention to Nonverbal Signals Concentrate on Your Tone of Voice When

Speaking Use Good Eye Contact Use Signals to Make Communication More

Effective and Meaningful Be Aware That Signals Can be Misread Ask Questions About Nonverbal Signals

Barriers of Communication

DICTIONARY PERSONAL ENVIRONMENTAL

Language Emotions Physical barrier

Experience Perception Wrong medium

Subject knowledge

Attitude Noise level

Cultural Personality conflict

values Ego

Noise lack of planning unclarified assumption cultural barriers socio-psychological barrier emotions selective perception

information overload loss of transmission Poor retention poor listening goal conflict time and distance slanting abstracting

SENDER:

-Lack of planning

-vagueness about the purpose of communication

-choice of wrong language

-unclarified assumption

-wrong choice of channel

RECIEVER:

-Poor listening

-inattention

-mistrust

-lack of interest

-premature evaluation

-attitude clash with sender

Overcoming communication barrier

Dos…

Always ask for clarification if you have failed to grasp other’s point of view.

Repeat what the speaker has said to check whether you have understood accurately.

Cont…

Don’t… Do not instantly react and mutter something in

anger. Do not use technical terms & terminologies not

understood by majority of people. Do not speak too fast or too slow. Do not speak in inaudible surroundings, as you

won’t be heard.

Cont…

Do not assume that every body understands you.

While listening do not glance here and there as it might distract the speaker.

Do not interrupt the speaker. Do not jump to the conclusion that you have

understood every thing.