Business

Communication
What is communication?

 What do you think communication is? How would you define it?

Take a few moments write down some of your thoughts…

What is communication?
w When

w Where

H w What
How

w Why

w Who
The Process of Communication

 Communication is a process that involves

the transmission of meaningful information
from one party to another through the use
of shared symbols.
Communication from Latin verb
“communicare” = make common , share,
participate, impart .

It is successful when meaning is understood.

It is the basis of all interactions.

2. Communication

 Communication is defined as the interchange of

thoughts or opinions through shared symbols; e.g.
language, words, phrases, body language etc.

 Somesynonyms of the word communication are:

message, directive, word, contact, commerce,
communion, intercommunication, intercourse,
converse, exchange, interchange, discussing,
conversation, discussion, talk, advice, intelligence,
news, tidings.
 3.Communication
The art & technique of using words
effectively by participants to impart
information or ideas or feelings through
common language or means.

An active process which involves

encoding, transmitting, and decoding
the intended message.
The Process of Communication

 Facts – bits of information that can be

objectively measured.

 Feelings – an individual’s emotional

responses to decisions.
Nature & Features

Nature: It is a 2 way exchange, inevitable, systemic, social,

dynamic, continuous, involves transaction, spiraling
process, contextual and skill based.
It’s nature conversational

It has 5 identifiable features

Meaning based,
conventional,
appropriate,
interactional
and structured (macro and micro).
Seven Communication Myths

 We only communicate when we want to

communicate
 Words mean the same to both the speaker and
the listener
 We communicate chiefly with words
 Nonverbal communication is passive
communication
 Communication is a one way street
 The message we communicate is the message
that the listener receives
 There is no such thing as too much information
Good communicators….

 Know what they want to say

 Establish and maintain relationships
 Understand others perspective
 Active listeners
 Understand and clarify messages
Four facets of communication

 There are four facets in all types of communication:

 Sender
 Receiver
 Information
 Behavior
Sender-Receiver Model

 Sender:
 initiates a thought/feeling
 Encodes it into words
 Transmits it
 Receiver:
 Decodes the message
 Assigns thought/feelings to a response
 Encodes a response
 Sends a message back
 Four facets of communication

 In any communication:
 The Sender is the person trying to communicate a message
 The Receiver is the person at whom the message is directed
 A message is sent to convey information
 Information is meant to change behavior
 Encoding: Changing the message from mental form to symbols into
words ,gestures, signs of visual/aural language.
 Decoding: Interpreting the symbols or words together with tone, attitude
and choice of words.
The Communication Model

Communication Noise
Channel

Sender Receiver
(encodes message) (decodes message)

Feedback
Noise
Two-way Communications :
Process of sending and receiving information
among people… Feedback makes it complete.

Feedback
IDEA-Encoding

sender
receiver
Channel
Channel RECEIVER
for Decoding-
SENDER Encoding of response
message
(perceived meaning
and interpretation)
 The Communication
Process: Feedback
 Feedback allows the sender to clarify the message
if its true meaning is not received.

 Two-way Communications – communication channels that provide for feedback.

 One-way Communications – communication channels that provide no opportunity for

feedback.
How do we communicate?

 Think of the many ways in which you communicate…

Take a few moments to write down some of your

thoughts…
 What are the most common ways
we communicate?: CHANNELS

l I mages
ord Visua
e n W
Spok

Body
L a ng
Written Word uage
How we communicate

 We communicate and build interpersonal relationships

through:
 Speech
 Writing
 Listening
 Non-verbal language
 Music, art, and crafts
 (All above are Scope)
 Different Types of
Communication

VERBAL NON VERBAL

Dialogue Body language

Gestures
Monologue
Postures
(Speech) Facial expression
Discussion
Classification by numbers

 Intrapersonal
 Interpersonal
 Group
 Mass

 Meta Communication: Choice of words unintentionally

communicates meaning. Eg:”I have never seen you so
smartly dressed”
 Paralinguistic/ Paralanguage :Tone
Why do we Mis- Communicate?/Barriers
in Communication

• lack of Clarity

• Lack of vocabulary to
express thoughts and feelings

• Lack of fluency

• Lack of listening ability

Why we communicate-Importance
We communicate to:
1. Share our ideas and opinions
2. Provide feedback to others
3. Get information from others
4. Gain power and influence
5. Problem solving
6. Decision making
7. Facilitate change
8. Develop social relationships, group building, gate
keeping, industrial relations.
9. Management roles: Motivating, job instructions,
performance feedback, controlling, ensuring
effectiveness etc.
10. Maintain self-expression and our culture
11. Spreading rumours or grapevine
12. Emote- portray emotions
Evaluation of Communication
Effectiveness
 Fidelity-Distortion free quality of a message.
 Economy-Minimum of energy, time, symbols and cues used encode to maintain
fidelity & impact.
 Congruence-of verbal and NVC
 Influence -of sender over receiver, comfort & efficiency
 Relationship Building – trust.
Purpose & Scope

Purpose Scope includes

 Inform Scope is unlimited
 Verbal & Non verbal;
 Persuade
 Interpersonal,
 Educate Intrapersonal & Mass;
 Human Communication;
 Train  Reading, writing, speaking
and listening.
 Motivate  and build interpersonal
relationships .
 Integrate
 Music, art, and crafts
 Relate
 Entertain
Why Managers need
Communication skills?
6 Important Functions of Management: Forecasting,
Planning, Organizing, Instructing, Coordinating,
Controlling.
Managers need to perform 3 inter-related roles:
 Interpersonal
 Informational
 Decisional
 Communicating With
Employers
 Follow-up
 Email
 Phone/Voice Mail
 Cell Phones
 Face to Face

You can get through life with bad manners,

but it's easier with good manners.
--- Lillian Gish
Choosing your medium

 To determine the best medium for your message determine:

 What you as the sender need to achieve

 What the receiver needs to know. What the receiver wants to know
 How detailed, important, and or personal the information in the message
is
 Which behavior you want to influence and how
All messages do not reach the receiver
due to “distortion”

Feedback

Sender Receiver

Distortion
 The Communication
Process: Feedback
 Feedback allows the sender to clarify the message
if its true meaning is not received.

 Two-way Communications – communication channels that provide for feedback.

 One-way Communications – communication channels that provide no opportunity for

feedback.
Constructive Feedback

 Focus your feedback on specific behaviors .

 Keep personality traits out of your feedback
by focusing on what rather than who.
 Investigatewhether the employee had
control over the results before giving
feedback about unsuccessful behaviors.
 Feedback should be given as soon as possible.
 Ensure privacy when giving feedback about
negative behaviors.
4 Main Functions of
Communication

Information Control

Communication

Emotional expression and

Motivation Interdependence
Scope of Communication in Management
External Dimension
 Building relationships with
external agencies and
stakeholders.
 Establish a healthy external
organizational climate of trust,
cooperation, collaboration,
innovation and commitment.
 Advertising, publicity and public
relation functions create public
image and goodwill.
Internal Dimension
 Formulating corporate vision,
laying down policy objectives,
implementation to achieve goals.
 Proper understanding of policies
in their right spirit.
 Obtaining co operations and for
Communications within and
between functional depts.
 Public relations
 Job related instructions,
suggestions , advice and orders.
Communication styles

1. Declaration
2. Interrogation
3. Imperative –Request, Command, Exclamation
 Choose –Affirmative or Negative
 Specific well Defined, Clear, Explicit, Closed
 General, Vague, Ambiguous
 Syntax –Humor, surprise, matter of fact,
empathy
 Use power words –Avoid problem words
Assertive Communication
Skills
 Assertive communication skills—communicate in ways
that meet one’s own needs while at the same time respecting the needs
and rights of others

 Severalless effective styles people tend to

use because they are indirect or not mindful
of needs:
 Passive communication – an individual does not let others know
directly what he or she wants or needs.

 Aggressive communication – a forceful approach that expresses

dominance or anger.

 Passive-aggressive communication – avoids giving direct

responses but rather tries to “get even” with others.
Skills for Managing Communication

Assertive Communication Skills

Presentation Skills

Listening Skills

Nonverbal Communication Skills

Dimensions or Patterns of Formal
Organizational Communications

Downward Communication

Upward Communication- Participative

Performance, market info .financials, grievance,
appeals, reports, suggestions

Horizontal Communication
Functional managers of same level reporting to
same person, have common goals, coordination
mandatory
Three types of Formal
Organizational communication

Upward,

Downward and

Lateral communication
Formal Communication

Advantages Disadvantages
 Helps Maintain Authority and  Time consuming
fix responsibility
 Better coordination,
 No emotional or social
understanding and cooperation. bonds are established.
 Bias and preferences do not  Inhibits free flow of
effect, no leakage of info.
information.
 No overlap, reliable.
 Memos letters etc. facilitate
smooth functioning, follow up
and compliance.
 Maintains respect and Protocol
of Org. structure
Downward: Authoritarian
Feedback is tough, dilution, filtered,
withheld, distorted, time consuming,

Written
 Instructions
Oral
 Memoranda
 Instructions
 Letters
 Speeches
 Handbooks
 Meetings
 Policy statements
 Telephone
 Procedures
 others
 Electronic displays
Choosing your medium?

 How would you communicate…?

 an organizational change in your unit
 the introduction of a new employee
a change in someone’s job duties
a reprimand
 notice of a meeting

Take a few moments to write down some of

your thoughts…
 Managing Organizational
Communications
Face-to-Face Communication Electronic Communication

Written Communication Informal Communication

 Communication Channels Ranked
by Information Richness
Richest Channel Leanest Channel

Physical Interactive channels Personal static Impersonal static

presence (face- (telephone, channels (memos, channels (fliers,
to-face, electronic media, letters, reports bulletins,
meetings) voice mail, e-mail) tailored to receiver) generalized reports)

Best for non- Best for routine,

routine, ambiguous, clear, simple
difficult messages messages
Grapevine
 Phenomenon, informal, spontaneous, happens every where people
get together.-Flows down water coolers, hallways, lunch rooms.
More prevalent when:
 Uncertain times or difficult periods.
 Inadequacy or lack confidence, formation of groups.
 Formation of coterie or favorite groups by managers, leading to
insecurity or isolation.
 Exists as Chains:
 Straight(A>B>C …By selection),
 Gossip (non office for everyone),
 Probability (random/indifferent selection of listener for
interesting but insignificant matter)
 Cluster Chains (A to selected individuals and they to other
selected).