IMPORTANCE, PROCESS AND 7C’s

WHAT IS COMMUNICATION?
• Process of sending and receiving messages

• Through spoken or written words or through nonverbal

means
 WAYS OF COMMUNICATION
Oral Communication
Speeches, formal one-on-one and group discussions,
and the informal rumor or grapevine are popular forms of
oral communication

Written Communication
Includes memos, letter, electronic mails, fax
transmissions, etc

Non-Verbal Communication
It refers to gestures, facial configurations, and other body
movements.
OBJECTIVES OF COMMUNICATION
• Advice
• Suggestion
• Order
• Education
• Warning
• Motivation
• Counseling
 IMPORTANCE OF COMMUNICATION
 Organizational / Functional: greater information access
and awareness

 Improves coordination: reduces logical gaps

 Encourages cooperation: helps bring everyone in the

mainstream

 Gives a direction: to tasks and activities

 Morale and empowerment

IMPORTANCE OF COMMUNICATION

Decision making aid

(CONTD..)

Speeds up the organizational processes

Better focus on customer requirements

 Generates a greater sense of organizational

commitment and involvement

 A problem solving tool: by clarity, preciseness and

feedback
TWO-WAY COMMUNICATION PROCESS
 COMMUNICATION PROCESS
◦ Sender : Someone with ideas, intentions, information, and a purpose
for communicating

◦ Message: An idea or experience that a sender wants to

communicate

◦ Encoding: Converting a message into groups of symbols that represent

ideas or concepts

◦ Medium: Means by which a message is sent

◦ Decoding: The message’s target

◦ Receiver: Converts symbols into concepts and ideas

◦ Feedback: Receiver’s response to sender’s message

 EFFECTIVE COMMUNICATION
 Effective communication occurs when the message
received is as close as possible as the message
intended to be sent – MUTUAL UNDERSTANDING.

Communication is effective only if people:

- Understand each other

- Encourage others to think in new ways
 7C’S OF COMMUNICATION

 Clarity
 Completeness
 Conciseness
 Consideration
 Correctness
 Courtesy
 Concreteness
 COMPLETENESS

Answer all the questions asked

Give something extra when desirable
Check for the following
1. Who
2. What
3. When
4. Where
5. Why
 CONSIDERATION
 Focus on “YOU” instead of “I” and “WE”

 Show the recipient benefit and interest

 Golden Rule: First Understand And Then Be

Understood.
 CONCISENESS

Eliminate wordy expressions

Include only relevant statements
1. Be focused
2. Avoid long explanations
3. Avoid gushing politeness
Avoid unnecessary repetitions
1. Use short forms the second time
2. Use pronouns
 CLARITY
 Choose short and familiar words

 Construct effective sentences and paragraphs

 Use formal and informal language

 Include examples, illustrations and visual aids

 CORRECTNESS
 Use the right level of language

 Check accuracy of facts, figures and words

 Maintain acceptable writing mechanics

 Choose non-discriminatory language

 Use parallel language

 COURTESY
 Courtesy in message implies the message
should show the sender’s expression as well
as should respect the receiver.

 Be sincere, tactful, thoughtful and

appreciative

 Omit expressions that hurt, irritate or insult

 Grant apologies graciously

 CONCRETENESS
Concrete communication implies being
particular and clear rather than fuzzy and
general. Concreteness strengthens the
confidence.
Use specific facts and figures
Put action into verbs
Choose vivid image building words
Use more adjectives and adverbs