communication 2009
TRANSCRIPT
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What is communication?
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Communication
in its simplest form isconveying of information from
one person to another.
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Communication is
the transfer of information from
one person to another.
It is, according to George Terry,
an exchange of facts, ideas,
opinions or emotions by two or
more persons.
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Communication is a process of
transmitting and receiving verbal and
nonverbal messages.
Communication is a two way process
of exchanging ideas or information.
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Communication istransfer of information.
It takes place through
a process.
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The simplest model of communication
process
Sender--------Message------Receiver
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Process of Communication
transmission
encoding decoding
Sender noise Receiver
decoding encoding
transmission
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Components of Communication
Context
Sender encoder Message
Medium
Receiver decoder
Feedback
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Forms of communication
Verbal communication
Non-verbal communication
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Verbal communication
This form of communication
uses words -spoken or written
to communicate.
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Verbal Communication
Oral
Written
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Oral Communication
Face to face discussion
Telephone / cellular phone
Presentation
Intercom
Radio/T.V. Tape-recorder
Speech Interview
Grapevine
Group Discussion
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Components of Oral Communication
Presentation Audience awareness
Critical listening
Body language
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Presentation
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Oral presentation
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Written Communication
Notice
Telegram
Memorandum
Telex
Fax
Email
Letter
Newspaper/journal/magazine
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Components of Written
Communication
Academic writing Revision & editing
Critical reading
Presentation of data
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Nonverbal communication means
all communication that involves
neither written nor spoken words
but occurs without the use of
words
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Non-verbal communication
The communication
that does not use words -spoken or written
is called non-verbalcommunication.
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Nonverbal Communication
Body Language
Sign Language
Paralanguage
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Components of Nonverbal
Communication
Audience awareness
Personal presentation
Body language
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Body Language
Facial Expressions
Eye Contact
Posture
Gestures
Body Shape
Smell and Touch
Silence
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Body Language
Posture
Eye contact
GestureBody shape
Circumstantial
language
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Body Language
Posture
Circumstantial
language
Body shape
Facial expression
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Body Language
Facial expression
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Body Language
Sign ?
Symbol ?Facial expression ?
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Body Language
Facial expression
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Body Language
Symbol
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Nonverbal communication
Culturalfactor
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Nonverbal communication
Time
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Sign Language
Symbols
Visual symbols
Audio symbols
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Nonverbal communication
Visual communication
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Paralanguage
Pitch Variation
Volume Speed and Pause
Stress on words
Non-fluencies Circumstantial language
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What is effective communication?
Communication is consideredeffective when it achieves the
desired reaction or response fromthe receiver.
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Barriers of Communication
Noise: 1 Physical
2 Physiological
3 Psychological
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Barriers of Communication
Barriers on the part of the sender Barriers on the part of the receiver
Barriers on the part of the organization
B i h f h
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Barriers on the part of the
sender
Faulty planning
Vague Presumptions Semantics
Poorly expressed contents
Emphasizing the wrong part of themessage
h f h d
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Barriers on the part of the sender
Inconsistent verbal and nonverbal
communication
Emotional factor
Status factor
Filtering
B i th P t f th
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Barriers on the Part of the
Receiver Distraction
Poor listening and instant reaction
Emotional constraints Closed minds
Filtering
Distrust
O i ti l d Oth
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Organizational and Other
Barriers
Noise
Insufficient time period Loss during transmission and poor
retention
Barriers due to organization structure Cultural barriers
R di t th
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Remedies to overcome the
barriers Follow up and feedback
Check the functioning of the channels of
communication
Timing
Attention to language
Removal of personal barriers Cultural consciousness
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What Does Communication
Accomplish?
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C
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Management Happens Through
Communication
M H Th B i J b
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Managers Have Three Basic Jobs
To collect and convey
information
To make decisions
To promote
interpersonal unity
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Mediums for communication
Oral communication
Written communication
Visual communication
Audio-visual communication
Computer based communication
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Choice of Medium
The type of audience to be reached
The speed with which the message should
be conveyed
Need for confidentiality
Need for accuracy
Need for reliability Availability of a particular medium
Intensity and complexity of the message
Wh t M k M
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What Makes a Message
Effective?
Good business and administrative writing is-
Clear
Coherent
Complete
Correct
Concise
Builds Goodwill
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How to achieve effectiveness
Command over language
Adequate knowledge of human
psychology
Adequate knowledge of subject
Sincerity and accuracy of facts/data
Imagination and perception Cheerfulness
H t A l B i
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How to Analyze Business
Communication Situation?
Purpose
Audience
Information
Benefits
Objections
Context and circumstances
M ki O iti M
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Making Ones writing More
Effective
Business communications need both
to solve the organizational problem
and meet the psychological needs of
the people involved.
planning
writing
revising
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Content and Clarity
Does your document meet the needs of theorganization and of the reader and make you lookgood?
Have you given the readers all the information they
need to understand and act on your message?
Is all the information accurate?
Is each statement clear?
Does it contain adequate supporting details?
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Organization and Layout
Is the choice of the channel proper?
Are transitions between the ideas smooth?
Is the document properly designed?
Are the first and the last paragraphs effective?
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Style and Tone
Is the message easy to read?
Is the message friendly and free from
biased language?
Does the message build goodwill?
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Using Right Type of Communication
If your audience is:
Introvert type
Extrovert type
Intuitive type
Thinking typeSensitive type
Use this strategy
Write a memo
Try out your ideas orally
Present the big picturefirst
Use logic not emotion
Express your concernabout the people-needsof the organization
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Communication Systems
z
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Managing Director
Company Secretary Financial Director Sales Director
Chief Executive
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Communication Systems
Downward Communication
Upward Communication Horizontal Communication
Diagonal Communication
Grapevine
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Managing Director
Company Secretary Financial Director Sales Director
Chief Executive
DownwardCommunica
tion U
pwardCom
munication
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Downward Communication
Where higher levels communicate with staffbelow them.
memos
notices
in-house newslettercompany handbook
procedure manuals
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Downward Communication
a. motivation
b.job instructions related to specific tasks
c. job rationales explaining the assign task inrelation to other organizational tasks.
d. procedures and practices of the organization
e. feedback on individual performances
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Upward Communication
Communications are directed upwards to
managers, supervisors or directors by using:
memos
reports
meetings
informal discussions
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Horizontal Communication
This occurs between people of the same
status sales staff, departmental heads,
directors, supervisors by using:
memos
reports
committee meetings
seminars / conferences
Diagonal Communication
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Diagonal Communication
Tasks that involve more than one departments
and without any obvious line of authority.
It largely relies on cooperation, goodwill and
mutual respect between concerned individual.
It may use memos and informal discussions
Grapevine
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Grapevine
This is an unofficial system of communication.
When correct lines of communications are not
used, the grapevines results.
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Written Communication Skills
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Checklist for Effective Writing
Content and clarity
Organization and Layout
Style and Tone
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Purposes of writing business letters
To Inform
To Persuade
To Collaborate
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To Inform
The first purpose of written communication isto inform the receiver of the message.
For instance:
To present last months sales figures the Vice
president of the Marketing.
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To Persuade
The second purpose of the writtencommunication is to convince the readers of
our subject.
For instance:
To convince the Vice President of the
Marketing to hire more sales representatives.
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To Collaborate
The final purpose of written communication isto collaborate.
For instance:
To help Personnel Department in developing a
training programme to new employees of the
Sales Department.
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Five Stages of Writing
Thinking and Planning
The Reader
Capturing Ideas
Shape and Structure
Editing, Revising and Proof Reading.
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Business Letters
Business letters are basic means ofcommunication between two individuals or
companies.
A successful letter should be able to get theresponse that we expect from the reader.
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Business Letters
Business letters are written to inform readersabout specific information and also to
persuade others to take action or to propose
your ideas. The key to write a business letter is to get to
the point as quickly as possible and to present
our information clearly.
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Steps in Formulation of Letters
1. Consider the Reader:
One of the main steps in formulation of the
letter is to consider the reader. The main
idea of writing a message is to make the
reader to understand what we want to
convey.
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Steps in Formulation of Letters
2. Be Personal:
The message should be given a personal
touch.
3. Be Concise and To the Point:
The language of the letter should be concise
and straight.
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Steps in Formulation of Letters
4. Be Friendly and Build the Relationship:
Communication is all about building
relationships. The message should have the
touch of friendliness so that a betterbusiness relationship can be built in the
future.
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Steps in Formulation of Letters
5. Correctness:
After writing down the message, we should
do an editing on the written matter. Check
for spelling mistakes, the usage of grammarand facts that have been use in the letter.