Communication Skills

Topics of Discussion
• What is Communication?
• Process of Communication
• Elements of Communication
• How to improve Communication

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 CONCEPT

• Communication is a word of Latin origin derived

from word “communis.” It stands for natural
activity of all human beings to convey opinions,
feelings, information and ideas to others through
words, body language, or signs.

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 DEFINITIONS
According to Peter Drucker, communication is
• “the ability of the various functional groups within
the enterprise to understand each other and each
others’ functions and concerns.”
• Keith Davis “..it is the process of passing information
and understanding from one person to another.”

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 INTRODUCTION
• Generally, people retain
• 10% of what they read
• 20% of what they hear
• 30% of what they see
• 50% of what they see and hear
• 70% of what they say
• 90% of what they say and do
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 PROCESS OF
 
COMMUNICATION

• The process involves exchange of thoughts

between two parties.
• The main components are sender, message,
channel, receiver and response.
 

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 Business Communication Process

Noise

Sender Encoding the Message Decoding the Receiver

message message

Feedback

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Trans. 15-4
 ELEMENTS OF
COMMUNICATION
There are five main elements of communication:
1. Sender/encoder/speaker:
• Sender initiates the communication
• Decides the medium/channel/verbal/non-
verbal
• Considers the audience/receiver-likes/dislikes/
Expectations/language/cultural background
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ELEMENTS…
2.Message: it is the encoded idea transmitted by the
sender.
• Clarity of thought & clarity of expression
• Language, grammar, pronunciation etc.
• Organization of Content:
Ideas can be organized thematically
Ideas can be organized chronologically
Ideas can be organized from general to specific
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ELEMENTS…

3.Medium: it could be oral, written or non-verbal.

• Medium depends upon the message
• Medium depends upon the receiver
• Can also be both verbal and non-verbal
• Non-verbal: eye contact, body movements, facial
expression etc.

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 ELEMENTS OF
COMMUNICATION
4.Receiver/decoder/listener:
• Receives the encoded message which he
attempts to decode.
• Leads to failure/success of objective
• Gives feedback
• Starts another circle of communication as
sender
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ELEMENTS…

5.Feedback: most imp. component for effective

communication
• Feedback is the confirmation that message is
received
• Feedback starts another circle of communication
• Feedback connects the sender & receiver
• Scope for improvement in communication
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 Reasons for Communication
Failure
• What is noise?
•Noise can relate to sender, message or
receiver.
•Noise can lead to delay or failure of
communication.
•Various types of noise/barriers and how
to overcome them.

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 Various Types of Communication
Barriers

• Physical Barriers
• Organizational Barriers
• Psychological Barriers
• Language Barriers
• Cultural Barriers

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 Principles of Effective Communication
• How to improve communication:
• 7Cs of Effective Communication
Clarity
Courtesy
Consistency

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 Principles of Effective Communication
• How to improve communication:
• 7Cs of Effective Communication
Correctness
Credibility
Concreteness
Conciseness

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