Advanced

COMMUNICATION
Skills
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 I. Communication
Defined

 The word communication comes from the

Latin world “communis”, meaning “common”.

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It is the act of being understood.
It is a process, which involves sharing of
information between people through a
continuous activity of speaking, listening,
writing (verbally or non-verbally visual)
and understanding.
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Communication is:
 Meaningful interaction
 Information sharing
 A link force
 Understanding
 Fundamental requisite of life
 A two-way process.
 Communication process happens between or among two or more parties.
(Sender and Receiver)
 Communication involves exchange of ideas, feelings, information, thoughts,
and knowledge.

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Classification of Communication

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i. Formal Channel: When communication is carried
on through structured, organized or official
route, the channel is called ‘Formal Channel’.
ii. Informal Channel: Non-structured, unofficial and
unorganized route of communication is
‘Informal Channel’.

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Classification of Communication,…

II. On the basis of

Direction :

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Classification of Communication,…
2. On the basis of Direction:
The direction of business communication channels may be:
i. Downward Channel: Channels used for flowing information from top
towards bottom are called ‘Downward Channel’.
ii. Upward Channel: Communication of information from lower level to
upper level is possible through ‘Upward Channel’.
iii. Horizontal or Lateral Channel: When communication takes place
between the persons of same rank a ‘Horizontal Channel’ is said to be
formed.

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Classification of Communication,…

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Classification of Communication,…

3. On the basis of channel of communication:

Based on the channels used for communicating, the process of communication
can be broadly classified as verbal communication and non-verbal
communication.
i. Verbal Communication: Verbal communication entails the use of words in
delivering the intended message. The two major forms of verbal communication
include written and oral communication.
ii. Nonverbal communication: Non-verbal communication includes the overall
body language of the person who is speaking, which will include the body
posture, the hand gestures, and overall body movements. The facial expressions
also play a major role while communication since the expressions on a person’s
face say a lot about his/her mood. On the other hand, gestures like a handshake,
a smile or a hug and voice can independently convey emotions. Nonverbal
communication can also be in the form of pictorial representations, signboards,
or even photographs, sketches and paintings.
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Classification of Communication,…

IV. On the basis of

level of
communication :

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Communication Rights and Responsibilities

RIGHTS
1. You have the right to be treated with respect.
2. You have the right to have and express your own
opinions.
3. You have the right to ask for what you need and
want in order to be effective.
4. You have the right to set reasonable limits.

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Importance of Communication:

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Objectives of Communication
1. GIVING INFORMATION
2. PERSUASION
3. CONVEYING SUGGESTION
4. ADVICE
5. Motivation
6. Training

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Objectives of Communication
7. Instruction, Guidance and Counseling:
8.Giving Warning and Appreciating Good Work:
9. Resource Utilization:
10. Management Efficiency

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The Process of Communication
The communication is a dynamic process that begins with the
conceptualizing of ideas by the sender who then transmits the
message through a channel to the receiver, who in turn gives the
feedback in the form of some message or signal within the given
time frame. Thus, there are Seven major elements of
communication process:

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The Process of Communication

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The Process of Communication

1. Sender: The sender or the communicator is the person who initiates the
conversation and has conceptualized the idea that he intends to convey it to
others.
2. Encoding: The sender begins with the encoding process wherein he uses
certain words or non-verbal methods such as symbols, signs, body gestures,
etc. to translate the information into a message. The sender’s knowledge, skills,
perception, background, competencies, etc. has a great impact on the success
of the message.

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 The Process of Communication
3. Message: Once the encoding is finished, the sender gets the message that
he intends to convey. The message can be written, oral, symbolic or non-verbal
such as body gestures, silence, sighs, sounds, etc. or any other signal that
triggers the response of a receiver.
4. Communication Channel: The Sender chooses the medium through which
he wants to convey his message to the recipient. It must be selected carefully
in order to make the message effective and correctly interpreted by the
recipient. The choice of medium depends on the interpersonal relationships
between the sender and the receiver and also on the urgency of the message
being sent. Oral, virtual, written, sound, gesture, etc. are some of the commonly
used communication mediums.
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5. Receiver: The receiver is the person for whom the message is intended or
targeted. He tries to comprehend it in the best possible manner such that the
communication objective is attained. The degree to which the receiver decodes
the message depends on his knowledge of the subject matter, experience, trust
and relationship with the sender.
6. Decoding: Here, the receiver interprets the sender’s message and tries to
understand it in the best possible manner. An effective communication occurs
only if the receiver understands the message in exactly the same way as it was
intended by the sender.

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7. Feedback: The Feedback is the final step of the process that ensures the
receiver has received the message and interpreted it correctly as it was
intended by the sender. It increases the effectiveness of the communication as
it permits the sender to know the efficacy of his message. The response of the
receiver can be verbal or non-verbal.

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The process of business communication has certain other
characteristics. They are:

A. Integral Part of Management Process:

Communication is part and parcel of management function, and
is, thus, an integral part of management process.

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 B. Two-Way Traffic:
Communication does not only mean its downward movement
from superior to the subordinates it implies both the
transmission and reception. So, when conveying any
information, a manager should know its reactions and
responses. Otherwise, managerial task of guiding and directing
will be ineffective. Communication, therefore, involves two-way
traffic from the managers to the employees and from the
employees to the managers.
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C. Mutual Understanding:
A leader can lead and a manager can direct effectively by
establishing perfect understanding with the subordinates, peers
and superiors in the organization.

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D. Pervasive:
 The subject-matter of business communication covers a
wide range and extends to all functions—purchases,
production, sales, finance, recruitment, wages, dividends,
market standing, innovation, productivity, etc.

 It also moves through all levels of management— upward,

downward and sideways.

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E. Continuity:
 Communication is an ever-present activity and without it an

organization cannot exist. Communication is as necessary to

an organization as blood circulation in a living body.
Therefore, the managers should ensure that adequate and
smooth communication flows in all directions.

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F. Specific:
 means that a particular communication should deal with a

single subject at a time. This is necessary for the

effectiveness of communication.

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G. Result and not Cause:
 Sound communication is the result of competent
management, not the cause of it.

 Communication is a means to an end and acts as a tool in

the hands of the managers.

 Good communication does not produce good manager. But

good manager is nearly always a good communicator.

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H. Internal and External
I. Different Types
 Communication may be of different types—formal,
informal, upward, downward, sidewise, written, oral, etc.

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J. Feedback
 Communication cannot be complete unless and until

feedback or response of the recipient is made.

 Feedback may be written, oral or gestural.

 Sometimes mere silence may also constitute a feedback.

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Communication Styles
 Every person has a unique communication style, a way in
which they interact and exchange information with others.
 There are four basic communication styles:
 Passive, Aggressive, Passive-aggressive and Assertive.

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Principles of Effective Communication (The 7 Cs)

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Principles of Effective Communication (The 7 Cs)

1. Clear: The message should be clear and easily understandable to

the recipient.
2. Correct: The message should be correct, i.e. a correct language
should be used, and the sender must ensure that there is no
grammatical and spelling mistake.
3. Complete: The message should be complete, The complete
information gives answers to all the questions of the receivers and
helps in better decision-making by the recipient.
4. Concrete: The communication should be concrete, which means
the message should be clear and particularly such that no room for
misinterpretation is left.

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Principles of Effective Communication (The 7 Cs)

5. Concise: The message should be precise and to the point. The

sender should avoid the lengthy sentences and try to convey the
subject matter in the least possible words.
6. Consideration: The sender must take into consideration the
receiver’s opinions, knowledge, mindset, background, etc. in order to
have an effective communication.
7. Courteous: It implies that the sender must take into consideration
both the feelings and viewpoints of the receiver such that the
message is positive and focused at the audience.

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Types and Sources of Communication
barriers

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2. Organizational Barriers

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2. Psychological Barriers

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The End

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