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Ô Communication is the sending and
receiving of verbal and nonverbal messages

Ô Communication is transfer of meaning or

exchange of meaning

Ô Communication is the exchange of facts,

ideas, opinions, information, feelings
between two or more people.
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Ô Communication is considered as one of the
functions of management.
Ô It is aptly called the life blood of business.

From the Individualǯs perspective:

Ô To be successful in interviews - according to
a research conducted among the top ten
characteristics employers seek in job
applicants number 1 is communication
skills.
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Ô Communication is the means by which

information is shared, activities are
coordinated and decision making is enhanced.
Ô Good communication skills help in interacting
effectively with others and get work done
efficiently.
Ô Good communication skills help for
advancement and promotion once on the job.
Ô Helps build self confidence and advance
socially.
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Ô From the organizationǯs perspective:
Ô The ability to receive, evaluate, use and pass on
information gathered from inside and outside the
organization affects a companyǯs effectiveness.
Ô Boosting employee morale by keeping employees
informed, involving them in decision making getting
feedback from them regarding policy decisions etc.
Ô Motivating employees.
Ô Suggestions from the subordinates help managers in
taking decisions.
Ô Importance of communication is more emphasized
when business grows in size and business activity
becomes more complex.
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Ô part from this internal communication there is
external communication where the organization
communicates with Government agencies and
departments, distributors, retailers, customers,
advertisement agencies, suppliers, media,
shareholders.
Ô Certain areas like Personnel Management, public
relations, marketing, sales, and labor relations require
exceptional communication skills.
Ô Making presentations and speeches, advertising (self
or organization) have become a norm in todayǯs world.
Ô Thus the ability to communicate effectively has
become an important job requirement.
6

   
Ô ccording to a survey managers spend 3 months a year
writing correspondence and reports

Ô ccording to another study the most frequent cause of

workplace resentment and misunderstanding is poor
communication.

Ô Communication is dynamic in nature.

Ô In this information laden society we are bombarded by

more information than we can absorb according to
Richard Wurman, author of Information anxiety.

 
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Stimulus Filter Message Medium Destination

Feedback

 
Ô §erbal & Nonverbal Communication
Ô Internal & External Communication
Ô Formal Communication & Informal Communication
§6

 

Ô §erbal Communication includes

Ô Oral Communication
Ô Written communication
Ô Listening &
Ô Reading
§6

 

Ô Advantages of Oral Communication:

Ô Immediate feedback
Ô Healthy Climate by bringing the superior and
subordinate together
Ô Saves time and is immediately effective
Ô effective tool of persuasion and is immediately
effective
Ô effective when interacting in groups
Ô Economical in terms of money and time.
§6

  
Ô ÷isadvantages of Oral Communication

Ô Considering Human memory, oral messages

cannot be retained for a long time.
Ô Not always effective
Ô Oral messages do not have any legal validity
Ô Chance that the listener is inattentive and misses
the message or misunderstands it
Ô Difficult to transfer lengthy messages
§6

  
Gritten communication
Ô It includes letters, memoranda, Circulars, agenda,
manuals, handbooks, reports etc

Ô Advantages of written Communication:

Ô It provides records, references etc.
Ô Maintenance of proper records, letters, reports, and memos
builds up legal defenses of the organization.
Ô ccess to large audience
Ô Promotes uniformity in policy and procedure.
Ô It is accurate and unambiguous.
Ô It is a permanent record.
§6

  
÷isadvantages of Gritten Communication

Ô Handling mountains of paper is tough

Ô Costly
Ô More man hours or time consumption
Ô Immediate clarification is not possible
Ô inability to get immediate feedback
Ô Ineffective in hands of people who cannot handle
the job or do not have the skills.
§6

  
Ô uistening
Ô Poor listening may defeat the very purpose of oral
communication.
Ô Keith Davis and John W. Newstorm formulated Ten
Commandments of listening.
1. Stop talking
2. Put the talker at ease
3. Show the talker that you want to listen
4. Remove distractions
§6

  
£. Empathize with the talker
6. Be patient
7. Hold your temper
8. Go easy on argument and criticism
9. sk questions
10. Stop talking

Ô ilence as Communication
Ô Sometimes Silence speaks louder than words.
w6

 
FORML COMMUNICTION
Ô Downward Communication-
Higher Level management communicates with lower level
employees through e-mails, memorandums, conferences,
telephone conversations, company newsletters, policy
manuals, bulletin board announcements and video tapes.

Ô Upward Communication-
Flow of information from lower level employees to higher
level employees. It can be in the form of email,
memorandums, conferences, reports, suggestion systems,
employee surveys or union publications
w6

  
Ô Horizontal Communication
The flow of information among peers within the same
work unit.
It is important to coordinate work assignments, share
information on plans and activities, negotiate
differences, and develop interpersonal support and
create a cohesive work unit.

Ô Cross Channel Communication

The exchange of information among employees in
different work units.
w
6 w6w
Ô arapevine
Transmission of information through unofficial
channels.
Characteristics:
Ô 7£ -9£ of information passed through
grapevine is accurate
Ô Grapevine is pervasive
Ô Information passes rapidly through grapevin
Ô Most active when change is taking place
 §6

 
Ô rThe most important thing in communication is
hearing what isn't said.r  eter F. ÷rucker

Ô roxemics: communicative use space (intimate,

personal, social, Public)

Ô Œinesics: use of body language-

Ô Gestures
Ô Eye Contact
Ô Postures, facial expressions, walking styles, positions
and distance either consciously or involuntarily.
 §6

  
Ô xaptics/ Tactile Communication: use of touch

Ô aralanguage: The study of paralanguage focuses on

how you say what you say.
Ô It Includes
Ô §oice Qualities
Ô §olume
Ô Rate of Speech
 §6

  
Ô §oice Pitch
Ô Rhythm
Ô Pronunciation and enunciation
Ô §oice Qualifiers: Temporary variations in pitch,
volume and rate of speech are known as voice
qualifiers.
Ô §ocal characteristics
Ô §ocal segregates: Meaningless words or sounds that
are used to punctuate sentences.

Ô Chronemics: Communicative use of Time

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Ô §erbal Barriers
ü Inadequate Knowledge of §ocabulary

ü Differences in interpretation

ü Language differences

ü Inappropriate use of expressions Ȃ appropriateness of use

slang, jargon and euphemisms

ü Overabstraction and mbiguity

ü Polarization
 §¦
Ô Inappropriate or conflicting signals

Ô Differences in perception

Ô Inappropriate Emotions

Ô Distractions Ȃ noise
Ô Environmental noise
Ô Competing noise
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Ô Problems caused by the sender:

Ô mount the information.

Ô Indecision regarding selection of information

Ô Order of presentation

Ô Lack of familiarity with the audience.

Ô Lack of experience in speaking or writing.

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Ô roblems in message transmission

Ô When verbal message is transmitted through three or four people

Ô Conflicting messages.

Ô roblems in Reception:
Ô Noise: factors that interfere with the exchange of messages.
Ô Physical Noise refers to the external sounds that distract
communicators.
Ô Other external noise is a smelly room
Ô Physiological noise, for example hearing disorders or illnesses.
Ô Psychological noise: forces within the receiver that interfere with
understanding. Example egotism, defensiveness, hostility,
preoccupation, fear.
¦ 6

 

Ô roblems in Receiver Comprehension.

Other barriers of communication

Ô Grong choice of Medium

Ô hysical Barriers
Ô Noise
Ô Time and Distance

Ô emantic barriers
Ô Interpretation of words
Ô Bypassed instructions
Ô Denotations and Connotations
¦ 6

 
Ô ÷ifferent Comprehension of reality
Ô bstracting
Ô Slanting
Ô Inferring

Ô ociopsychological barriers
Ô ttitudes and opinions
Ô Emotions
Ô Closed Mind
Ô Status Consciousness
Ô The source of communication
Ô Inattentiveness
Ô Faulty transmission
Ô Poor retention
Ô Unsolicited Communication
Ô §alue Judgments
Ô Selective Perception
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Ô Time ressures

Ô xow to improve communication

Ô Effective listening
Ô Following up
Ô Regulating Information Flow
Ô Utilizing Feedback
Ô Empathy
Ô Simplifying Language
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Ô DEFMTION
Ô Slander
Ô Libel

Ô IN§SION OF PRI§CY

Ô FRUD ND MISREPRESENTTION
Ô Passive fraud
Ô ctive fraud
Ô Sales puffery
6

 !
Ô Ask yourself these questions when in doubt

Ô Is this message true?

Ô ÷oes it exaggerate?
Ô ÷oes it withhold or obscure information that
should be communicated?
Ô ÷oes it promise something that cannot be
delivered?
Ô ÷oes it betray a confidence?
Ô ÷oes it play unduly on the fears of the reader?
Ô ÷oes it reflect the wishes of the organisation?
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Ô  team is a group of individuals who depend on one
another to accomplish a common objective.

Ô The variables of group communication

1. Conflict
2. Conformity
3. Consensus
4. Initial Group goals
£. Giving constructive feedback Ȃ cknowledge the need for
feedback, give both Positive and Negative feedback and
learn to give feedback
 "# 
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 6 
X Be Descriptive
X void using Labels
X Donǯt exaggerate
X Speak for yourself
X Use DzIr statements

6. Conflict resolution


Ô ssign tasks and develop a schedule
Ô Meet Regularly
Ô Draft the Document
Ô Provide Helpful feedback on Team Writing
Ô Revise the Draft

Ô The Ethical Dimension of Work Team

Communication


 
 
Ô Number of languages in India
Ô 22 national languages
Ô 30 commonly spoken languages

Ô Diversity Issues in Communication

Ô Gender issues in Communication
Ô Communicating with people with disabilities
¦ 

Ô lanning the meeting

Ô Identifying the purpose
Ô Determining whether the meeting is necessary
Ô Preparing the agenda
Ô Deciding who should attend
Ô Determining logistics

Conducting the Meeting

Punctuality
¦ 


Ô Following the agenda

Ô Leading the meeting
Ô Parliamentary Procedure - Robertǯs Rules of Order

Ô Following up the Meeting

Ô Minutes

Business Etiquette
¦ 6 
Ô Meeting and areeting

Ô ÷ining

Ô aiving aifts

Ô ÷ressing Appropriately

Ô Around the Office