LEARNING OUTCOME

 Define communication and process.

 Formal and informal communication.
 Barriers to effective communication.
 Techniques for overcoming communication
barriers.
 Essential requirements for active listening.
 Providing effective feedback.
 Formal organizational communication.
Process by which information is exchanged
between individuals through a common system
of symbols, signs or behaviour.
Webster Dictonary

Communication is interchange of thoughts,

opinions or information by speech, writing or
signs.
Robert Andersion

In every day language, it is an act of giving and

receiving information.
• Friendly, Sociable

• Directive,Persuasive, Demanding,
Blaming

• Speculative, Intuitive, Searching,

Exploring, or Intellectual

• Disclosing, Revealing, Explicit

• Responsive, Accepting, and Aware

 Communication is critical to:

Inspire,
Initiate
Change Action,
Generate Behaviour Create
Raise Foster
Support Advocates
Awareness Understanding
•Visual channel
Facial expression, body language, posture, gestures,
pictures & written words, electronic mails, mass
media, etc.
•Auditory channel
Spoken words, sounds, telephone or mobile
communications, delivering audio content (radio,
voicemail), etc.
•Tactile channel
Touch sensations, therapeutic touch, etc.
•Combined channel
Audio-visual media, consoling a person with touch &
spoken words.
TYPES OF COMMUNICATION
Forms of Communication
and their Components
Formal communication
• Formal communication follows line of authority & is generally
used in organization to achieve organizational objectives.

• For example, the HR Head will communicate with the employees

through the managers and supervisors.

Informal communication
• Informal communication does not follow line of authority.

• Examples of informal communication are gossip, chitchat &

get-together functions.

• It is very fast & usually takes place in social groups like friends,
family, peer groups, etc.
Importance of Effective Communication
All the departments of a business require co-ordination, co-operation,
integration of their activities & functions and that is why they need to
communicate with each other through meeting, letters, memos, vouchers,
notices, slip, fax, telephone, computers and with other media and tools.
 THE REAL FACT

Nobody would want to work with an individual

who cannot express his thoughts in words, in
writing and actions!

If a leader is incapable of communicating with

his/her subordinates, he/she will never be
able to encourage or motivate them to meet
the organizational objectives
 THE REAL FACT

If an employee lacks good communication

skills, the employee can significantly damage
the company's image.

The level of your communication skills is

directly proportional to your success in your
career and personal life.
Studies show that 70%
of mistakes in the
workplace are a direct
result of poor
Communication
A communication is effective
when the message is
understood and when it
encourages the receiver to
think and take action.
 Personal
Filter
1 4
What Tan What Nas
wants to understands
say
2 3
What Tan What
actually Nas
says hears
5
What Nas
wants to say
in response

TAN NAS

6 What Nas actually says in response

Understanding Organisational Communication

What is Communication?
• The transfer and understanding of information
• If there is no understanding of conveyed
information, communication has not occurred
• Everything that a manager does involves
communicating
• Effective communication does not equal
agreement. You may understand the meaning of
the massage but do not agree with views.
• Ineffective communication is the basis for many
managerial problems
• Interpersonal communication - occurs between
people
 Formal Organisational
Communication
President

and directives
Instructions
Information

Vice Vice
Vice
President President
President

Manager Manager Manager Manager

Efforts at coordination
 Formal Organisational Communication

Organizational communication - all the patterns,

networks, and systems of communication in an
organization.
The flow of communication may take place
vertically along the chain of command or
horizontally between persons holding similar
status in the organizational hierarchy.
Formal communication enforces a relationship
between different positions whereas informal
channel represents communication among
people through informal or personal contacts.
 DEFINITION OF FORMAL
AND INFORMAL COMMUNICATION
In an organisation, there are two channels of
communication – formal communication and informal
communication.

Definition of Formal Communication

Formal communication is one that follows a
hierarchical chain of command which is established
by the organisation itself. In general, this type of
communication is used exclusively in the workplace,
and the employees are bound to follow it while
performing their duties.
 DEFINITION OF FORMAL
AND INFORMAL COMMUNICATION

Informal Communication
• not defined by the organization’s
structural hierarchy.

• It fulfills two purposes

•permits employees to satisfy their
needs for social interaction
•creates alternative, and frequently
faster and more efficient, channels
of communication
FORMAL vs INFORMAL COMMUNICATION
FORMAL
1. Known as official
communication
2. Must follow a chain of
command
3. Full secrecy is maintained
4. Written
5. Time-consuming
6. More reliable
7. Designed by the
organisation
8. Documentary evidence is
always available
9. Recipient is addressed
formally
INFORMAL
1. Known as Grapevine
2. Can move freely in any
direction
3. Maintenance of secrecy is
a very tough task
4. Oral
5. Rapid and quick
6. Not reliable
7. Started due to the urge of
“human to talk
8. Supporting documents are
not available
9. Recipient is addressed
informally
Daddy, I made
this dress. Do
you like it?

Keep on talking.
I’m listening
Overcoming barriers of effective communication

Connecting with
the audience
Summarizing
what has been said Simple Words

Effective Body language

Effective
Communication (Smile, Eye
Questions contact,
Skills
Gestures, tone)

Seeking Cultural
Participation Sensitivity
Checking
for understanding
 What is Feedback and Why Give it?

Feedback can help people identify what they are doing

well and encourage good behaviors. It can also help
them correct problems and/or develop new abilities.

Feedback should enable the receiver to walk away

understanding exactly what they did (right or wrong) and
what impact it had on the organization.

Most people want to do a good job. Providing regular

feedback is a way to encourage positive behavior and to
open lines of communication.
 7 CRITERIA FOR EFFECTIVE FEEDBACK

1. The feedback provider is credible in the eyes

of the feedback recipient
2. The feed back provider is trusted by the
feedback recipient
3. The feedback is conveyed with good intentions
4. The timing and circumstances of giving the
feedback are appropriate
5. The feedback is given in an interactive manner
6. The feedback message is clear
7. The feedback is helpful to the recipient
 PROVIDING EFFECTIVE FEEDBACK
Before discussing how to productively receive criticism, it’s
imperative to focus on how we communicate when we give it.
Always providing constructive feedback is a step in the right
direction towards strengthening emotional intelligence. Begin
by questioning your motives for providing feedback to another
individual:

The wrong reasons to give feedback: The right reasons to give feedback:
• Defend/excuse your own behaviour • Commitment/concern for another
• To demoralize/condemn • Sense of responsibility
• You’re in a bad mood • To guide/mentor
• To appease a third party • To support/enhance
• To make yourself seem superior/
powerful
CHARACTERISTICS OF EFFECTIVE FEEDBACK

Timely
Specific
Objective

Observed

Balanced
SANDWICH FEEDBACK TECHNIQUE
STRUCTURING FEEDBACK
Feedback that Works
When to provide feedback:
 Feedback that Works
Handling emotional responses to feedback

Feedback can cause an emotional response such as:

• Tears or emotional outbursts
• Anger or unexpected frustration

Always follow this process when dealing with an

emotional response:
Path for good communication

Listen to
Understand

Understand
Repeat before
speaking

Seek
understanding Speak to be
before understood
proceeding