ENGINEERING, MANAGEMENT AND SOCIETY I

CIE 421

Communication

Lecture 13

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Introduction
The process of communication is what allows us to interact with other people;
without it, we would be unable to share knowledge or experiences with
anything outside of ourselves.
Common forms of communication include speaking, writing, gestures, touch
and broadcasting.

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What is communication

In simple words we can say that ““just to convey the message”

If we go in more detail we can say that “ communication is the
process of transmitting (A B) & Receiving
(B A) Messages.
Process of communication
 Communication is the process of sending and receiving
information among people

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Components of Communication
1. Context
◦ Internal Means
◦ External Means
2. Sender (Encoder)
3. Message
4. Medium
5. Receiver (Decoder)
6. Feed Back
Context
 Context tells us reason for communication and reasons may be

1. Internal

2. External
Internal:

Internal means a company wants to Discuss an

idea/Issue to its employees – the message should
be either in writing or verbal
Research on how to write a memo
External
 In eternal context –some query from stakeholders or from outside
the organization-
 You may response to query
◦ Email
◦ Fax
◦ Telephone
◦ Letter
◦ Verbal etc.
Sender (Encoder)

When you sending the message, you are the “Encoder” .

Here the word you mean writer/Speaker decides whether the
message should be in written or oral. He/She may choose Words,
Symbols, Pictures or Graphics that express the objective in the real
sense.
Message
 Message is basically the basic idea that you want to communicate.
 The message may be
◦ Verbal, means (Written or Spoken)
◦ Non-Verbal, means( Symbols, Pictures or unspoken).
 This is very much important component of communication “ Your message should be or
MUST be clear and easy to understand”
 The most important element in message is your receiver . You must be well aware about
your receiver.
 While preparing a message you should keep in mind how your receiver will interpret the
message.
Message

You (Sender) should also keep in mind your relationship

with the receiver while preparing message.
some times wrong message may create a loss to your
organization , to yourself. or it can create a bad
impression for you/your company.
Medium
Medium is basically channel through which your message reaches to
receiver & channel vary from situation to situation.
E.g. Let’s say Govt wants to convey its message to Zambian Nation ,
now Govt will select the effective medium it may be.
 T.V
 Radio
 Papers
 Or all of the above “keeping in view the Importance of the
message.”
When we talk at Micro /Organizational Level the medium may be
Receiver (Decoder)

To whom the message is being sent.

e.g. in case of Govt Message, Zambian Nation is
receiver (Decoder).
In simple words we can say that receiver is your
reader (in case of press , letters etc.) or Listener (In
case of TV, radio, Speaker Etc.)
Receiver is also known as decoder.
Feedback
 Feedback is basically the response/reaction of Receiver after receiving the
message.

 Sender always need feedback to check weather the message effectively

reached or not…? Or in other words….

 Sender need feedback to examine the success or failure of the message.

Effective Communication

If some one achieve the desired level of objective through

communication , we can say that it is “effective communication”.
If your communication get the proper response from the receiver it
means that you effectively conveyed the message.
Effective communication is the communication which produces
intended or desired result”
Uses of effective communication
 Effective communication helps to understand a person or situation in a better
way.
 It enables us to solve the differences, build trust and respect in the organization.
 Sometimes our message is misunderstood or we misunderstand the received
message, effective communication helps us to resolve problems with both‟s point
of view.
 Effective communication helps us to connect well with kids, spouse, boss,
colleagues, etc.
 It helps us in decision making.
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The 7c‟s of effective communication
1. Completeness
2. Conciseness
3. Consideration
4. Clarity
5. Concreteness
6. Courtesy
7. Correctness.
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Completeness
 The information conveyed in the message should be complete for the communication to
be effective.
 The sender must take into consideration the receiver‟s mind set and convey the message
accordingly.
 Complete communication enhances the reputation of the organization.
 Complete information always gives additional information wherever required, it leaves
no question in the minds of the receiver.
 Complete information helps in better decision making as it serves all thedesired and
crucial information.
 Complete information persuades the audience.
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Conciseness
Conciseness means communicating what you want to convey in least
possible words.
 Conciseness is a necessity for effective communication.
 Concise communication provides short and essential message in
limited words.
 Concise message is more appealing and comprehensive to the
audience.
 Concise messages are non repetitive in nature.
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Consideration
Effective communication must take audience into consideration by
knowing the viewpoints, back ground, mindset, educationallevel, etc.
Consideration implies „stepping into the shoes of others‟.
Consideration ensures that the self respect of the audience is
maintained and their emotions are not harmed.
Consider the needs and requirements of the audience to achieve
effective communication.

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Clarity

Clarity implies emphasizing on a specific goal or objective at a time,

rather than trying to move away from track.
Clarity helps to understand the message easily.
Complete clarity of thoughts and ideas enhances the meaning of
message.
Clarity comes with the use of exact, appropriate and concrete words.

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Concreteness
Concrete communication implies being particular and clear rather
being fuzzy and general.
Concrete communication shows good level of confidence.
Concrete information helps to strengthen the reputation of the
organization.
Concrete information cannot be misinterpreted.

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Courtesy
Courtesy means being polite, kind, judicious, enthusiastic and
convincing.
Courtesy is an important element of effective communication.
Courtesy reflects the nature and character of the sender of the
message.
It is the same as give respect and then expect the same.
Courtesy is not at all bias in nature.

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Correctness
 Correctness in the communication implies that the correct information is
conveyed through message.
 Correct communication boosts up the confidence level of the sender.
 Correct information has greater impact on the audience.
 Free from grammatical errors and use of appropriate and correctlanguage.
 Correct information includes the precision and accurateness of facts and
figures used in the message.

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Barriers to effective
communication

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Over coming the barriers of effective communication

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What is listening ?
 Listening is the absorption of the meanings of words and
sentences by the brain.
 Listening leads to the understand ding of facts and ideas.

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Various stages to listening
a. Hearing
b. Focusing on the message not the person
c. Comprehending and interpreting
d. Analyzing and Evaluating
e. Responding
f. Remembering

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Techniques of active listening

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Path for good communication

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