Lakshitha Senarathne

BSc (Hons), AMIE(SL)

Is the process whereby
speech, sign or actions
transmit information from
one to another.

Involves transmitting
information from one
party to another.
 Upward communication Subordinate Superior

ORGANISATION Horizontal communication

Peer Peer

Downward communication Superior Subordinate

 Source
 From where the communication
originates.
 Source can be- a person or
even a machine.
 The source(sender) initiates the
communication as he has some
need, thought, idea or
information, that he wishes to
other person or machine.

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 Encoding
 Encoding of the thoughts produces a message which can be
either verbal or non-verbal.
 Verbal messages are in the form of words and language.
 Non-verbal would be in the form of body gestures like wink,
smile, wave of hand etc..

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 Channel
 Process of communication is
transmitted.
 In organizations the channels
could be
 face to face conversation,
 written memos
 reports
 Telephonic exchanges
 meetings

 Other channels can be letters,

magazines, tv shows, radio
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 Decoding
 Decoding and understanding the message constitute the last two
elements in the process of communication from sender to receiver.
 The receiver first receives the message and decodes it ,interprets
and translates it into thoughts, understanding and desired
response.
 A successful communication occurs when the receiver decodes the
message and attaches the meaning to it which the sender wished
to transmit.

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 Feedback
 Response and feedback complete the two-way process of
communication.
 Only through feedback the sender comes to know whether the
message has been received correctly or not.

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Semantic Barriers
Most of the difficulties in communication arise because
the same word or symbol means different things to
different individuals
Psychological Barriers

message depends upon the emotional or psychological

status of both the parties.
Organizational Barriers
The structure of the organization itself acts as a barrier against
the free flow of communication between employees and levels
in the organisation.
Emotions
How the receiver feels at the time of receipt of communication
message will influence how he or she interprets it.
Oral communication is the
process of expressing
information or ideas by
word of mouth.
 Oral
Communications

Formal Informal

1. Presentations at meetings 1. Face-to-face conversations

2. Classroom lectures 2. Telephone conversations
3. Speeches given at a some 3. Discussions that take place
occations at meetings
1. High level of understanding and transparency.
2. No element of rigidity. Allowing flexibility changes.
3. Decisions can be made quickly without any delay.
4. Not only time saving, but it also saves upon money and efforts.
5. Best in case of problem resolution. The conflicts, disputes and
many issues/differences can be put to an end by talking them
over.
6. Promotes a receptive and encouraging morale among
organizational employees.
7. Can be best used to transfer private and confidential
information/matter.
1. Relying only on oral communication may not be sufficient
when communication should be formal and very organized.
2. Less authentic than written communication as they are
informal and not as organized as written communication.
3. Not easy to maintain and thus they are unsteady.
4. Misunderstandings may occur.
5. Oral communication (such as speeches) is not frequently
used as legal records except in investigation work.
1. Face to Face Conversation.
2. Telephonic Conversation
3. Lectures
4. Speech
5. Group discussion
6. Social gatherings
7. Interview
8. Conference & Meeting
1. Clarity of expression
2. Make communication a two-way process
3. Develop trust by creating listeners interest
4. Be precise, avoid hackneyed
5. Avoid communication overload, easy flow
6. Overcoming barriers (time, distance & noise)
7. Timely feedback
8. Communication & Listening Skills
9. Correct choice of medium
10. Strong conviction
11. Sequence, coherence and consistency in contents
12. Economical, Accurate, Empathetic
13. Identify barriers & try to rectify the problem
14. Go for appropriate body language
The ability to control a conversation ensures that you can steer a
conversation in a positive direction that meets your needs.
Whether you are using your conversation control to lead a
business discussion or a personal talk, employing control
techniques will prevent the conversation from heading into
areas you don't wish to discuss and help you to leave a positive
impression.
 CONVERSATION CONTROL
Applications
 Selling and buying
 Negotiating
 Interviewing
 Participating in meetings
 Disagreeing without being rude
 Protesting without offending
 Complimentary/ praising
 Responding to personal criticism

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 CONVERSATION CONTROL
Techniques
 Recognising cues and clues.
 Interpreting signs and signals
 Avoiding Parallel Conversation
 Practicing Sequential Conversation
 Using Reflection and Empathy
 Cultivate a sense of timing

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 CONVERSATION CONTROL
Nonverbal Communication
 Pictures
 Posters
 Banners
 Film clips
 Slides
 Gestures

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 Andrew
Carnegie
 Effective listening skills
Ability to actively understand information provided by
the speaker, and display interest in the topic discussed with
providing the speaker with feedbacks, by asking pertinent
questions so the speaker knows the message is received.
 Effective Listening
Skill using multiple senses to comprehend the message
being sent by the speaker.
L = Look interested
I = Involve yourself by responding
S = Stay on target
T = Test your understanding
E = Evaluate the message
N = Neutralize your feelings
 Hear

 Clarify

 Interpret

 Respond
 Listening sometimes does not come easy.
 Often, the difficulty is not because people are not willing to
listen but because they are unable to do so.
 Their mind does not allow them to see the total picture
because they are only able to see the world in one
dimension.
 This inability to listen using both sides of the brain can
cause miscommunication, misinterpretation, and
miscalculation.
 Enhances productivity
 Improves relations
 Avoids conflict
 Improves understanding
 Improves negotiation skills
 Helps you stand out
 People will appreciate it
Graphic communication as the name suggests is
communication through graphics and graphic aids . It is the
process of creating , producing, and distributing material
incorporating words and images to convey data, concepts and
emotions
Photographs

Important????????
Timelines
Posters
Diagrams
Drawings
Maps
Written communication
involves any type of
message that makes use of
the written word. Written
communication is the most
important and the most
effective of any mode of
business communication.
 Written Communication

External Internal
 External
1. Electronic Mail
2. Internet
3. Websites
4. Letters
5. Proposals
6. Telegrams
7. Faxes
8. Contracts
9. Advertisements
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 Internal
1. Memos
2. Reports
3. Bulletins
4. Job descriptions
5. Employee manuals
6. Electronic mail

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 Requires more thought and effort than any other
modes of communication.
 Writing must be concise, informative and easy to
read
 Written documents be evident by the plethora of
forms, manuals and materials in a bussiness
 Significance
 Written communication can take the form of legal documents
or manuals.
Examples:
 OSHA – Occupational Safety and Health Administration
 FIDIC condition of contracts
 SBD

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 Identification
 Written communication is also important for instructing
employees on certain tasks and projects.
Example:
Employee contract agreement
Duty list for employee

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 Identification
 Company managers must use written communication in the
form of reports or presentations.
Example:
Monthly Progress Report
IPC
Monthly work done and cost of a organization

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 Features
 Written communication is also important for business
advertising.
Example:
magazine display ads
Catalogs
Direct mails

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1. More accurate that is errors can be corrected or content
approved before message is sent.
2. A physical record of the communication is made.
3. Documentation exists to refer back to when necessary.
4. Written communication is more precise and explicit.
5. It provides ready records and references.
6. Legal defenses can depend upon written communication as
it provides valid records.
7. Effective written communication develops and enhances an
organization’s image.
1. Written communication takes time.
2. More expensive to prepare. It costs huge in terms of
stationery and the manpower employed in writing/typing
and delivering letters.
3. No immediate feedback.
4. Less personal
5. Effective written communication requires great skills and
competencies in language and vocabulary use.
6. Too much paper work and e-mails burden is involved