Communication:

Concepts & Processes

Unit 1 – Introduction to Communication
 Communication

Communication is about sending and

receiving information or the transmission of
information between two or more people.
The person sending the message is referred
to as the sender, while the person receiving
the information is called the receiver. The
information conveyed can include facts,
ideas, concepts, opinions, beliefs, attitudes,
instructions and even emotions.
 Meaning of Communication

• The word Communication is derived from the Latin word “Communist”,

which means common. It is a process of exchange of facts, ideas, opinions
and as a means that individual or organization share meaning and
understanding with one another. In the other words, It is the transmission
and interacting of facts, ideas, opinions, feelings or attitude.
• Communication is a Process involving the sorting, selecting and sending
of symbols in such a way as to help the listener perceive and recreate in
his own mind the meaning contained in the mind of the communicator.
 Definitions of Communication

Different scholars have defined communication in different terms. The following are
some of the important definitions of communication.
• According to Newman and Summer, “communication is an exchange of facts,
ideas, opinions or emotions by two or more persons”
• According to Leland Brown , “communication is the transmission and interchange
of facts, ideas, feelings or course of action”
• According to Katz and Kahn , “communication is the exchange of information and
the transmission of meaning. It is the very essence of a social system of an
organization”
• According to Allen Louis, “Communication is the sum of all the things one person
does; when he wants to create understanding in the mind of another. It involves a
systematic and continuous process of telling, listening and understanding”

• Ordway Tead thinks communication is a composite information given and received

out of a learning experience. In this, certain attitudes, knowledge, and skills change,
carving with them alterations of behavior, of listening effort by all involved, of a
sympathetic fresh examination of issues by the communicator himself, of sensitive
interacting points of view, leading to a higher level of shared understanding and
common intention.

• Chester Barnard believes that “in the exhaustive theory of organization,

communication would occupy a central place because the structure, extensiveness and
scope of organizations are almost entirely determined by communication techniques”
• As per Davis , “Communication is a process of passing information and
understanding from one another.” Davis also believed that the only way that
management can be achieved in an organization is through the process of
communication

• According to M. T. Myers and G.E. Myers , “Communication refers to a special

kind of patterning: a patterning which is expressed in symbolic form.” For
communication to take place between or among people, two requirements must be
met: (1) a symbolic system must be shared by the people involved (we need to
speak the same language or jargon or dialects) and (2) the associations between the
symbols and their referents must be shared.
Elements of Communication
Process of Communication
 Types of Communication
According to Nature of  
According to Application
  Communication According to Direction
   
• Internal
• Formal • Horizontal
• External • •
Informal Vertical

According to the Number of People

According to
 
Communication Channel
• Intrapersonal
 
• Interpersonal
• Verbal
• Group
• Non-Verbal
• Mass
 Internal communication
• This is one of the application type of communication which takes place
internally on the basis of its usage.
• This communication as the title of it, denotes internal transmission within
industry, all are internal discussion, transmissions.
• In such communication, most of passing information levels is of informal
type.
• Internal communication is the function responsible for effective
communication.
 External Communication
•  “External communication” the very name suggest external relations
where the sender transmits his message to the outside organization.
• Channels used are letter, fax, phone, E-mail and mobile
• External communication includes the field of PR, media relation and
marketing management.
E.g.1)The university dispatches circulars to every institute.
 FORMAL COMMUNICATION
• It is one of the types of communication in which the sender
has to follow requisite, norms or principles at times of
conveying message in formal way.
• Therefore these type of communication are known as types
according to organizational expression i.e. sender and
receiver.
• Official discipline is strictly maintained in formal
communication.
• The level of authority virtually becomes the lines of
communication.
 Informal communication
• This type of communication is so keenly related to
the speaker and listener.
• They bring close association by working together for
long hour and develop their close friendship which
result into informal relation.
• Informal communication makes casual discussion
and transmission of thoughts informally where
relations have much and more importance.
• Official discipline are not followed.
 Horizontal communication
• Horizontal communication takes place when
two person are working at same level in an
organization and communicate with each other.
• The main objective of horizontal
communication are developing network.
• E.g. when the employee of organization is
communicating with another employee, it is
called as horizontal communication
 Vertical communication
•  In this communication, transmission of message takes
place in two opposite level as per situations.
• Just as the worker in organization communicating with the
manager of his department, at the same time he
communicates with his co-worker.
• Vertical communication is classified in three ways:
a) Upward communication
b) Downward communication
c) Diagonal communication
 Upward communication
• It is the communication which turns upward in
transaction of message.
• This type of communication is becoming more and
more popular in organization as traditional forms of
communication are becoming less popular.
• It contain the communication of junior to senior.
• This communication include discipline, mannerism,
and also observation of rules and regulations.
 Downward communication
• This type of communication turns downward in the
transmission process.
• The most basic form of downward is giving
subordinates order and instruction to get work done.
• It contains the communication of senior to junior.
• This communication is fully opposite to upward
communication.
 VERBAL COMMUNICATION
• It can be written or spoken.
• Oral communication-spoken words are used. It
includes face to face conversation ,speech etc.
and is influenced by pitch, volume, speed and
clarity of speaking.
• Written communication-written signs and
symbols are used. It includes email, letter, report,
memo etc. and is influenced by grammar, writing
style and clarity of language used.
 NON-VERBAL COMMUNICATION
• Written signs and symbols are used to communicate.
• Elements- Appearance, Body language, Sounds.
• Meta communication ( To communicate about your communication to
help overcome barriers or resolve problems) .
• Kinesics (The process of communicating through body language such as
facial expression and gestures)
  Intrapersonal communication
• This takes place within the individual.
• Sender = Our relevant organ.
• Receiver = Our brain.
• Feed back by brain
 Interpersonal Communication
• Interpersonal communication is the
process of people exchanging ideas,
feelings and thoughts through verbal and
non-verbal massages. It is usually
involves face to face interaction, because
both the spoken and body language are
used to communicate. Interpersonal
communication is usually a two way
process.
 Mass communication
• Here the message is communicated to
large number of people.
• Communication is done through mass
media like books , journals , TV ,
newspapers etc..
• For this kind of communication we
require a mediator to transmit
information.
 Group Communication
• This can be held among small or large
people.
• It is not just one person giving the
message, it is several people.
 Modes of Communication

Verbal Communication

• Verbal communication plays a very important role in our lives and even building or breaking
human relationships.
• Nowadays, every employer looks at hiring jobseekers that possess excellent communication skills.
This also includes verbal communications. Without proper verbal communication, it would be
difficult to interact with seniors and colleagues at workplace.
• Verbal communications are very important when you are looking for a job, working or engaged in
business.
• Verbal communication skill is extremely important in protecting ourselves. Using speech, we can
alert others or get warned of any impending danger or disaster.
Written Communication
• In the modern era, written communication occurs by writing letters, notes, memos and
notices. Ancient humans used pigeons to send letters to distant places.
• Excellent written communication skills are vital for every work. They allow you to communicate
within the office or with external entities.
• Written communication is integral part of any business. Even a receipt or invoice issued by a store
can be considered as written communication: It provides information about what you bought and
how much money it cost.

Electronic Communication
• Electronic communication allows us to convey information using landline and mobile telephone,
email, Instant Messengers (IMs), websites, social media platforms, videos, TV and radio. We can
provide or get verbal and written information using electronic communication.
• Emails are generally delivered within a few minutes. Social media allows us to communicate with
family and friends while videos, TV and radio help disseminate information quickly.
• Police, military, government officers, civilians extensively use two way radio communication and Ham
radio operates worldwide.
 Non-Verbal Communication
Body Language
• Body language is the most important form of non-verbal communications. It is essential to develop
your personality. Eye contact, hand gestures, sitting posture, walking style, lip movement- all form
part of body language. Hence, it is important that our body language should reflect what we say.
Graphic Communication
• Graphic communications are a very important skill for professionals including doctors and engineers,
logistics experts and designers. It involves communicating with people using pictures and graphic
designs. Using graphic communication, it is possible to convey information to people that do not
speak your language or are illiterate. It also allows you to communicate with people with impaired
speech and hearing and children.
Musical Communication
• Music is also used as a means of communication. Songs and tunes are made to convey various moods
or instill some quality among people. It ranks among the oldest known forms of communication.
• Music allows people to share feelings, emotions, share messages, stir masses into action or help
overcome stress. Musical communications continue to be a developing field.
Haptic Communication
• Whenever you touch someone to express something, you are using haptic communication. It is
commonly used in our everyday life.
• Haptic communication allows you to express emotions without the use of words. It is often used by
doctors and nurses to comfort a patient.
• Having excellent haptic communication skills helps a lot if you are in a profession that requires
empathizing with people. It is generally used with other forms of non-verbal communications such as
gestures.

Olfactic Communication
• It primarily involves communication using olfactory senses (sense of smell) of others. Olfactic or
olfactory communication is very big business around the world. Globally acclaimed brands of
fragrances hire highly skilled perfumers at exorbitant salaries to create perfumes that match your
personality.
• Olfactory communications are also important for the food industry. That is the reason we have flavors.
Customers patronize a particular type or brand of food depending on its flavor.
 Special Communication
Braille
• Braille can be defined as a tactile form of writing that helps communicate with people that are blind.
You can see examples of braille in elevators.
• This form of special communication is named after Louise Braille of France who lost vision when
young. Visually impaired people can communicate effectively by writing Braille. Special paper, slates
and stylus are available for writing Braille. Nowadays, we also have computer keyboards and monitors
for Braille.
• Braille devised a form of communication that combines written and haptic communication. It uses a
tactile code commonly used by militaries to communicate at night.
 
Sign Language
• Sign language is commonly used to educate people who have hearing problems while providing myriad
information.
• Reputed news channels worldwide have special bulletins for people with impaired hearing.
Additionally, educational institutes hire sign language professionals to ensure those with hearing
impediments have equal access and opportunities to learn.
 Other Common Forms of Communication
International Morse Code
• International Morse Code is a method of communication using tone or light. It is used by ships, airlines,
Ham Radio operators, police and militaries around the world.
• Morse Code is composed of dots and dashes. This means every alphabet and number is represented by a
specific combination of dots and dashes. The most common Morse Code message is the distress signal
SOS.
• It is transmitted as three dots followed by three dashes and three dots. Telegraph systems around the
world use Morse Code to send messages between distant locations.

Semaphore
• A semaphore is a form of communication that uses different types of flags to communicate. In olden
days, Semaphore was used to communicate between ships.
• In modern days, Semaphore communication is used extensively by railways around the world. Railway
networks use arms fitted with lights of various colors. These arms are movable. Each position of the arm
and color of lights indicates some message.
• Semaphore is a very intricate form of communication skill that uses colored lights and movable arms.
Generally, it is taught only at military schools and training institutes for railway employees.
Barriers to Communication
 DEFINITION OF COMMUNICATION
BARRIERS 
Aspects of or conditions in a workplace that interfere with effective exchange
of ideas or thoughts. Such barriers include
a) Status differences
b) Gender differences
c) Cultural differences
d) Prejudices
e) The organizational environment
 BARRIERS TO EFFECTIVE
COMMUNICATION
• PYHISICAL BARRIERS
• ORGANISATIONAL BARRIERS
• CULTURAL BARRIERS
• LANGUAGE BARRIERS
• CHANNEL BARRIERS
• INTERPERSONAL BARRIERS
• INDIVIDUAL BARRIERS
• ATTITUDINAL BARRIERS
• LISTENING BARRIERS
• BARRIERS WHILE SPEAKING
 PHYSICAL BARRIERS
• Physical barriers are often due to the nature of the environment.
• Physical Organizational Barrier includes internal and external environment like :
– large working areas physically separated from others
– poor lighting
– staff shortage
– outdated equipment's
– background noise
 ORGANIZATIONAL BARRIERS
• Poor organizational culture, climate
• Stringent rules and regulations
• Status and relationship
• Complexity
• Inadequate facilities/ opportunities of growth and improvement
 CULTURAL BARRIERS
• Age and gender • Temperament
• Education and cultural background • Health and beauty
• Popularity
• Social status and economic position
• Religion
• Ethics, values, motives • Political belief
• Assumptions
• Aspirations
• Rules and regulations,
• Standards and priorities
 LANGUAGE BARRIERS
• Different languages, vocabulary, accents, dialects represent national/
regional barriers.
• Semantic gaps are words having similar pronunciation but multiple
meanings.
• Badly expressed message, wrong interpretation and unqualified assumptions.
• The use of difficult or inappropriate words/ poorly explained or
misunderstood messages can result in confusion.
 CHANNEL BARRIERS
• If the length of the communication is long, or the medium selected is
inappropriate, the communication might break up
• It can also be a result of the inter-personal conflicts between the sender
and receiver
• Lack of interest to communicate
• Information sharing or access problems which can hamper the channel
and affect the clarity, accuracy and effectiveness.
 INTERPERSONAL BARRIERS
• Lack of Trust
• Lack of Knowledge of non-verbal communication
• Wish to capture authority
• Fear of losing power of control
• Lack of Motivation
• Lack of co-operation, fear of penalty and poor relationship
 INDIVIDUAL BARRIERS
• Individual's perceptual and personal discomfort.
• Two individuals’ mental perception may/may not be identical
• Style
• Selective perception
• Halo effect
• Poor attention and retention
• Defensiveness
• Close mindedness
• Insufficient filtration
 ATTITUDINAL BARRIERS
• It comes about as a result of problems with staff in the organization.
• Limitation in physical and mental ability, intelligence, understanding, pre-
conceived notions, and distrusted source divides the attention and create a
mechanical barrier which affects the attitude and opinion.
 LISTENING BARRIERS
• Interrupting the speaker
• Not maintaining eye contact with the speaker
• Rushing the speaker to complete what he/she has to say
• Making the speaker feel as though he/she is wasting the listener's time
• Being distracted by something that is not part of the on-going communication
• Getting ahead of the speaker and completing his/her thoughts
• Ignoring the speaker's requests
• Asking too many questions, for the sake of probing
 BARRIERS WHILE SPEAKING
• Unclear messages
• Lack of consistency in the communication process
• Incomplete sentences
• Not understanding the receiver
• Not seeking clarifications while communicating
 7c’s of Communication
 Clear.
 Concise.
 Concrete.
 Correct.
 Coherent.
 Complete.
 Courteous
Clear: When writing or speaking to someone, be clear about your goal or message. What is your
purpose in communicating with this person? If you're not sure, then your audience won't be sure either.
To be clear, try to minimize the number of ideas in each sentence. Make sure that it's easy for your
reader to understand your meaning. People shouldn't have to "read between the lines" and make
assumptions on their own to understand what you're trying to say.
Concise : When you're concise in your communication, you stick to the point and keep it brief. Your
audience doesn't want to read six sentences when you could communicate your message in three.
Concrete : When your message is concrete, then your audience has a clear picture of what you're
telling them. There are details (but not too many!) and vivid facts, and there's laser like focus. Your
message is solid.
Correct: When your communication is correct, it fits your audience. And correct communication is
also error-free communication.
Coherent: When your communication is coherent, it's logical. All points are connected and relevant to
the main topic, and the tone and flow of the text is consistent.
Complete: In a complete message, the audience has everything they need to be informed and, if
applicable, take action.
Courteous: Courteous communication is friendly, open, and honest. There are no hidden insults or
passive-aggressive tones. You keep your reader's viewpoint in mind, and you're empathetic to their
needs.
Thank You!