What is Communication?

Importance of Effective Communication

Communication Process
Types of Communication
Barriers to Effective Communication
Recommendations on How to Improve
Communication

Transfer of messages from sender to

receiver
Information being understood by the
receiver
Means to unify an organized activity
Through transfer of information
Exchange of feelings, ideas and
information
By speaking,writing,signals or behaviors.

Quicker problem solving

Stronger decision making

Increased productivity

Steadier work flow

Stronger business relationships

Clearer promotional materials

Enhanced professional image

Improved stakeholder response

Nonverbal Communication

Verbal Communication

Non-verbal communication or
face and body language
constitutes
93% of message

Nonverbal
communication is
made up of the
following parts:

Visual

Vocal

Tactile
(Physical)

Use of space and

image

Consists of words arranged in

meaningful

patterns.
Takes less time
Needs no composing
But, can't be revised
Not used when permanent record required or
Audience is geographically dispersed and
interaction is unimportant

Includes internal and external structure

Messages pass through these structures

Consists of formal and informal forms

Official Structure

The Grapevine

Formal Chain
of Command

Informal
Networking

Up, Down, Across

Formal Power Lines

Unofficial Lines
of Power

1 Downward flow
2 Upward flow
3 Horizontal flow
4 Diagonal flow

Establish and disseminate goals

Develop plans for their achievement

Organize human and other resources

effectively

Select, develop and appraise members

of the organization

Control all the activities

Formal Contacts

Informal Contacts

Marketing

Employees

Public Relations

Managers

External communication helps be

aware of:
Need of customers
Availability of suppliers
Claims of stockholders
Regulations of government
Concerns of communities
Create a favorable impression

Practicality
Conciseness

Persuasion

Factual Basis

Precision

Recommendations

Provide practical information

Give facts rather than impressions

Clarify and condense information

State precise responsibilities

Persuade others and offer

recommendations

Advances
in Technology

Globalization

Workforce
Diversity

Team-Based
Organizations

Businesses reach across international

borders.
Difference in age, gender, culture, etc.
Technology can help or hinder
communication.
Tall structures restrict flow of information.
Flat and flexible structures make
communication easy.
Working in team makes effective
communication necessary

Noise

Sender
Sender

Receiver
Receiver

Start
Startwith
withaa
meaning/
meaning/
message
messageto
to
send
send

Receive
Receive
message
message

Encode
Encode(verbal
(verbal
and
andnonverbal)
nonverbal)

message

Communication
Communication
Channels
Channels
Report/Phone/
Report/Phone/
Meeting/Computer
Meeting/Computer

Respond
Respond

Send
Sendmessage
message
Interact
Interactwith
with
feedback
feedback

Decode
Decodeand
and
Convert
Convertto
to
Meaning
Meaning

Feedback
Feedback

Elements of Communication
Process
Input. The sender has an
intention to communicate
with another person. This
intention makes up the
content of the message.

Channel. The message is

sent via a channel, which
can be made of a variety
of materials. In acoustic
communication it consists
of air, in written
communication of paper
or other writing materials.

Sender. The sender

encodes the message,
e.g. the idea of "piece
of furniture to sit on."
Thus he gives
expression to the
content.

Noise. The channel is

subjected to various sources
of noise. One example is
telephone communication,
where numerous secondary
sounds are audible.

Receiver. The receiver

decodes the incoming
message, or expression.
He "translates" it and thus
receives the output

Output. This is
the content
decoded by the
receiver.

Sender: Initiate meaning, encode, send, interacts with

feedback.

Message: meaning that sender transmits

Encoding: put the meaning in codes including
words, voice and body language.

Noise or Interference: Things which change the

meaning intended.

Physical: external noise or distracting behavior of the speaker.

Mental: mental modes impact or block the meaning of the

message.

Linguistic: the different interpretations of words.

Technical: noise in communication channels such as telephone

or GSM.

Channel: medium by which the message is

transmitted, includes sound and light waves, books,
newspapers, magazines, movies, radio and TV
broadcast, cassettes, photos, phones and computers.

Receiver: Analyzes and translates it to meaning.

Basically receives message, decodes and responds.

Feedback: response that receiver sends to the sender.

It shows if the message has been received and
understood as intended to be.

Types of Barriers
Interpersonal

Barriers
Organizational Barriers

Interpersonal
Barriers

Perception

Interpersonal Relationships: affected by the past

experience with the individual or the
How to minimize this barrier?
organizational relationship.
Assumptions-assuming
others see situation same
improve our self-awareness
as you, has same feelings as you affects the
communication.
our understanding of, and sensitivity to,
Receiver
distortion: selective hearing, ignoring
others
non-verbal cues.
avoid stereotyping

improve listening skills.

the supplier of information has to be

more aware and empathic.

Interpersonal
Barriers

Semantics/ Language:

Semantics is the study of the meaning of

words or
other
How
tosymbols.
minimize this
Words can be used
imprecisely or
barrier?
inaccurately.
pay careful attention to the choice of
The choice of words or language will
words and language so that confusion
influence
the quality
of. communication.
or offence
is avoided

Interpersonal
Barriers

Channel Selection

Attention should be given to how to send

to minimize
this barrier?
the How
message,
or the selection
of a channel
match characteristics of the message to
(oral or written media)..
the channel
For example, we know that emotional or
clear vs ambiguous
complex
messages are usually most
effectively
face-to-face.
rational communicated
vs emotional

routine vs non-routine

Interpersonal
Barriers

Inconsistent verbal and

non-verbal communication

Inconsistent verbal and non-verbal

communication can lead to a
communication breakdown.
How to minimize this barrier?

Minimize any inconsistencies between

words and manner of speaking, facial
expressions, and posture.

Organizational Barriers

Physical distractions

Information overload

Technical and in-group language

Absence of formal communication channels

Organizational Barriers

Physical distractions

Physical distractions include interruptions,

noise, and equipment breakdowns.

How to minimize this

barrier?

Try to minimize distractions instead of

eliminating them altogether.

advise supervisors to minimize these

distractions whenever possible.

Organizational Barriers

Information overload

Can be a by-product of the volume of

information and data that managers deal
with. How to minimize this
Large part of a manager's
barrier? job is
Reduce the amount of information that
information-processing
requiresspend
processing
to develop
timeManagers
up toor80
per cent
of every
management skills to cope with higher
day amounts.
communicating

Organizational Barriers

Technical and in-group

language

When organizational subunits are highly

differentiated or members are highly
professionalized.
How to minimize this
Technical and professional
barrier? vocabularies
Simplify
make
it hard
for one
individual
terms
and consider
theor group to
technical level
when
communicating.
communicate
with
another.

Minimize distractions
Have an audience centered
approach
Fine tune your business
communication skills
Constructive Feedback
Using technology
Making Ethical choices

Create lean,efficient messages

Minimize physical distractions

Minimize emotional distractions

Reduce number of messages

Facilitate feedback
It is a constant barometer
Taps basic human needs to improve,
compete and be accurate.
Can be reinforcing
Is motivating and appreciated
Realize how critical feedback can be and
overcome our difficulties.

Specific
Timely: Give feedback as soon as possible.
Descriptive: Give facts and observations.
Impersonal: Focus on the behavior not the
person.
Sensitive: When emotions run high, allow a
cooling-off period.
Understanding: When feedback is negative,
explore alternatives for improvement.

Redefining the office

Collaborating
Sharing latest information
Interacting
Communicating with
customers
Communicating about
products and services

Observing Business
Communication Ethics

Unethical practices

Plagiarism

Selective misquoting

Misinterpreting numbers

Distorting visuals

Ethical
Communication

Recognize
Ethical Choices

Make
Ethical Choices

Business Principles

Motivate
Ethical Choices