Communication

Compiled
by
Prof. Rajiv Kumar
IIM Calcutta
 Etymology
• Finding an exact (or the most trusted) source
of etymology is very difficult.
• However, the following meanings routinely
come up in available sources:
– To share
– Join
– To make common
• These older meanings seem fundamental in
solving communication problems.
 Definition
• Interpersonal communication involves
– Transfer of a thought/belief/information/feeling
from one person to another
– Understanding of the message by the recipient
• Therefore interpersonal communication is
always a two way loop
SENDER RECEIVER
 Channel Richness
• Channels in order of most to least channel
rich
1. Face to face dialogue
2. Videoconference
3. Telephone conversation
4. E-mail
5. Inter Office Memos
6. Letters
7. Notice Board
 Persuading Your Boss
• Assume that you have been negotiating for a juicy project
from a marquee client. After months of efforts and revision
of scope as well as price, you are finally able to convince
your point of contact, and he confirms (verbally) that the
deal is through. You break this news to your boss, and he is
happy. However, he reveals to you that the cost of one of
the items has gone up a bit. Hence, he suggests to go back
and try to get a little extra from the client. You express your
reluctance, but your boss says: “no harm in asking!” He also
makes it clear that he’d bless the deal even at the current
price, but he wants you to try once.
• You do not want to go back to the prospective buyer. But
your appraisal is a few weeks away…what would you do?
 Importance of Written Communication

• Unlike oral communication

– It LASTS!
– It has MORE LONG-LASTING impact
• Since it is NOT a very rich medium, precision is
MORE critical.
• One-sided vs. two-sided
 Problem
• You need a new laptop for your office-related
work which will greatly enhance your
effectiveness. However, your department is under
financial constraints. Hence you believe that the
concerned authority may not approve your
request for a new laptop.

• Please write a short internal proposal to the

concerned authority, and attempt to convince
her/him.
 Some Examples of Avoidable
Mistakes
• Because of recent heavy demand, we will not
be able to ship the items you ordered till July
30.
– Although recent demand has been heavy, we will
be able to ship the items you ordered soon after
July 15.
• We always enjoy hearing from our
customers…
– In response to an e-mail complaint!