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Communication: Definition
The process involves exchange of
ideas.
The ideas should be accurately
replicated.
The sender should be assured of the
exact replication.
The purpose is to call forth desired
action.
Characteristics of
Communication
Interchange of Information.
Continuous process.
Mutual Understanding
Response or reaction
Universal function
Social Activity
Elements of Communication
Idea/Input
Sender
Message
Encode
Channel
Output
Decode
Feedback
Communication in a Business
Enterprise
Dimensions contd.
Verbal Communication:
Language Competency, Vocabulary,
General Awareness, Domain
Knowledge, Listening
Non- Verbal Communication
Facilitating Effective
Communication
Develop a genuine desire to
communicate
Understand Oneself and Others
Encourage an open climate
Develop strong internal
communications
Practice effective listening
Flow of Communication
Upward Flow- Messages containing
requests, reports, proposals, and
feedback
Downward Flow- Information,
Instruction, Direction, Order,
feedback
Horizontal Flow
Diagonal Flow
Horizontal Communication
It is very friendly in nature.
More casual in tone and occurs more
frequently.
Saves time.
Importance of Feedback
To know whether the receiver has
understood the message or not.
Enables us to evaluate the effectiveness of
message.
Enables us to identify the problems and
improve products and services.
Enhance productivity.
Sustain Customers.
To create a healthy corporate environment
To motivate employees.
Cs of Communication
Clarity
Completeness
Concrete
Consideration
Correctness
Courtesy
Concise
Communication Skills
Barriers to Communication
Linguistic
Barriers
Psychological
Mental states such as preconceived notions,
wrong assumptions, fixed ideas, one-way
thinking
Mental habits premature evaluation, jumping
to conclusions, I know all presumption
Difference in background, different levels of
knowledge and education, lack of concentration
while sending or receiving message
Physical
Technical noise such as harsh or loud
noise, din of machines, creaking of
doors
Physical noise such as improper
seating arrangement, poor lighting,
badly ventilated rooms, physical
discomfort (room temperature,
uncomfortable seats)
Barriers
Distractions such as gaudy dress,
unsuitable gestures, loud perfume,
fiddling with key chain, etc.
Physiological Barriers
Ill health
Poor eyesight
Hearing disability
Pain
Organizational Barriers
Cultural Barriers
Difference in Business Practices
Difference in social customs and
etiquette
Divergent perception of values
Conceptual peculiarities
Interpersonal Barriers
Strong emotions and feelings
Unshared perceptions and ideas
Negative attitude
Contd.
He should engage in open-ended
questions.
He should indicate his engagement by
correct gesture and proper eye
contact.
He should occasionally nod his head
to show his understanding.
He should jot down the key points
while listening.
Contd.
He should clarify points that he does not
understand.
Ignore distractions.
Build Rapport with the clients.
Build humor into the talk.
Repeat the key points frequently to
reinforce.
Use ample illustrations, graphics, examples
to appeal to all kind of customers