Slide 1

Communication is the art of transmitting information, ideas and opinions from one person to another. Communication is the process of meaningful interaction among human beings.

What is Communication?

SENDERRECEIVER

Steps in Communication Process

Steps in Communication Process

What are the most common ways we communicate?Spoken WordWritten WordVisual ImagesBody Language

ListeningAn average employee spends 32.7 % time listening 25.8 % time speaking 22.6 % Writing. Top executives spend even more time listening than other employees.Improved work qualityBoosts productivityHelp employees update and revise the facts, skills and attitudes.Improves speaking ability

Types of Communication

Formal - the official communication that travels through the structured (formal) organization.

It takes place through official path.

Scalar chain- (senior subordinate relationship)

10

Types of Communication

Informal (grapevine) - rumours, statements, or reports whose truth any known authority cannot verify and which may not pertain to the functioning of the organization.

11

Top management to operating levelOrders and instructionsProvide information about policies and rulesDownwards Communication

Communication from operating level to top management.Problems, grievances and suggestions.Keeps management informed about the work progress.

Upwards Communications

Communication between persons occupying position at the same level of authority.Exchange between departmental heads.HORIZONTAL Communication

Upward Comm.Downward Comm.

Horizontal Comm.HIERARCHY LEVEL

Types of

People communicate with each other in a number of ways that depend upon the message and its context in which it is being sent.Types of communication based on the communication channels usedare Verbal CommunicationNonverbal Communication26-09-2016 02:19:2116

Verbal It refers to the form of communication in which message is transmitted verbally.Communication is done by word of mouth and a piece of writing.In verbal communication remember the acronym KISS (keep it short and simple).Verbal Communicationis divided into:Oral CommunicationWritten Communication

26-09-2016 02:19:2117

OralIn oral communication, Spoken words are used.It includes face-to-face conversations, speech, telephonic conversation, video, radio, television, voice over internet.Communication is influence by pitch, volume, speed and clarity of speaking.

19

Oral CommunicationAdvantages

Immediate FeedbackTime SavingEconomicalPersonal TouchFlexibilitySecrecyEffectivenessDisadvantages

Poor RetentionNo RecordTime ConsumingMisunderstandingLack of Responsibility

Be Motivated to ListenBe Prepared to ListenBe ObjectiveBe Alert to All CuesMake Good Use of the Thinking-Speaking Time DifferenceUse FeedbackPractice ListeningHOW TO BE A GOOD LISTENER

22

Speaker Must

Try to EmpathizeAdjust Your DeliveryUtilize FeedbackBe ClearBe Interesting

HOW TO MAKE ORAL COMMUNICATION EFFECTIVEClarityBrevityPreciseRight words: example metro has 3 different meaningsUnderstand the listenerNatural voice: foreign accent avoid.

WrittenIn written communication, written signs or symbols are used to communicate.

In written communication message can be transmitted via email, letter, report, memo etc.

Written Communication is most common form of communication being used in business.

25

Written CommunicationAdvantagesDisadvantages

Which type of communication ?

28

NonverbalNonverbal communication is the sending or receiving of wordless messages. Such asgesture,body language, posture,tone of voiceorfacial expressions, is called nonverbal communication.

Nonverbal communication is all about the body language of speaker.

26-09-2016 02:19:2229

Messages you give out using Body Language.

30

Non Verbal CommunicationThree ElementsFive Roles

Body posture.

Proximity.

Eye movements.

Dress and appearance.

Eye contact.

Non verbal communicationINCLUDES

Three Elements

Types of Non Verbal CommunicationKINESICSPERSONAL APPEARANCEKINESICSKINESICSCHRONEMICSCHARLIE CHAPLIN

PARALANGUAGE refers to the verbalized form of non-verbal communication.It consists of :Voice qualityRate of speechNon- fluencies- ah um oh

PROXEMICS

Use of the inter-personal space (space between the communicator and the communicatee).In this two persons purposefully maintains distance between them while speaking

Visual communicationVisual communication

38The QUEST for Knowledge

Visual communicationThese are visual means of communication which are convincing and appealing to the people

Examples diagrams , maps, graphs and other pictorial methods

Pictorial presentation of data helps in the proper understanding of data

It is more attracting to the eye ( charts create great interest & diagrams are popular in exhibitions , fairs and meetings

it creates long lasting impression

They have more visual appeal as tables etc are much more difficult to interpret

IMPORTANCE

NoiseInappropriate mediumAssumptions/MisconceptionsEmotionsLanguage differencesPoor listening skillsDistractionsBarriers to communication

Noise as a Barrier

NOISE

Perceptual DifferencesPerception is in general how each individual interprets the world around him. A same event may be taken differently by different individuals.PERCEPTUAL DIFFERENCE

INATTENTION

Poor Retention

Human memory cannot function outside a limit. One cant always retain what is being told especially if he is not interested or not attentive. This leads to communication collapse.

ORGANISATIONAL BARRIER

Complexity in Organizational Structure

Greater the power structure in an organization (i.e. more the number of managerial levels), more are the chances of communication getting lost.

Downward Comm.Upward Comm.

unclarified

Unclarified assumptionOn Monday Mr. Richards announced to his class, I will be out of the town from Tuesday until Friday. There will be no classes while IM gone.On Tuesday 80 % of the student came to class but Mr. Richards failed to appear.On Friday 20 % came along and Prof Richards was also present. Mr. Richards got irritated and said

STUDENTS NOT PRESENT TODAY WILL HAVE THEIR TUCK CANCELLED ON COMING SATURDAY AND SUNDAY

Emotions

Emotional state at a peculiar point of time also affects communication.

Personal barriers 56 AttitudeMessage overload

Barriers to Superior

Barriers to Subordinate

Lack of incentivesLack of encouragementUnwilling to communicate

INTER-PERSONAL SKILSS IN COMMUNICATION

Know your subjectKnow your audienceAdopt right postureInvolve your audienceBe EmphateticUse humourpractice

Positive attitude (no ego)ConcentrationQuiet atmosphereFull attention (not undivided)No talkingBody languageImprove vocabulary

Hearing Physical process, natural, passive.

Listening Physical as well as mental process, active ,a skillListening is hard.You must choose to participate in the process of listening.Hearing Vs Listening

Eye contact Analyze your audience-

Interact with audience Incorporate humor

Sheet1Process Rejection Report2312242326342175255825545262268384297221214Executive DirectorVice PresidentA.G.M.ManagerSupervisorForman

Sheet2

Sheet3

Sheet1Process Rejection Report2312242326342175255825545262268384297221214

Supervisor 3Supervisor 1Supervisor 2Manager

Sheet2

Sheet3