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It is an exchange of facts, ideas, opinions, or emotions by two or more persons.

Communication is a Series of Experiences of

Hearing Smell

Seeing Touch Taste

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The transmission of the senders ideas to the receiver and the receivers feedback or reaction to the sender constitute the communication cycle.

Sender Input

Letter, Fax, Phone call, E-mail, etc.

Receiver Output

Feedbac k

Written Communication Oral Communication Face-to-face Communication Visual Communication Audio-Visual Communication Computer based Communication

Silence

Includes letters, circulars, memos, reports, forms and manuals, etc. Everything that has to be written and transmitted in the written form falls in the area of written communication.

Written communication
Merits

Demerits
Time consuming Expensive Quick clarification

Accurate Precise

Permanent record
Legal document Can reach large no. of people

not possible

simultaneously. Helps to fix responsibility

Includes face-to-face conversation, Conversation over phone, radio, interviews, group discussion, meetings, conferences, seminars, etc.

Oral communication
Merits

Saves time Saves money More forceful Conveys shades of meaning Immediate clarification Immediate feedback Can be informal More effective with groups

Demerits Not possible for distant people in the absence of mechanical devices Unsuitable for lengthy messages Messages cannot be retained for long No legal validity Greater chances of misunderstanding
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Barriers in Communication
(that have to do with the COMMUNICATOR)
Unwillingness to say things differently Unwillingness to relate to others differently Unwillingness to learn new approaches Lack of Self-Confidence

Lack of Enthusiasm
Voice quality Prejudice

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Barriers in Communication
(that have to do with the COMMUNICATOR)
Disagreement between verbal and non-verbal

messages Negative Self Image Lack of Feedback Lack of Motivation and Training Language and Vocabulary Level Lack of Self Awareness

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Barriers in Communication
(that have to do with the RECEIVER)

Selective Perception Unwillingness to Change Lack of Interest in the Topic/Subject Prejudice & Belief System Rebuttal Instincts Personal Value System Here-and-Now internal & external factors

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External Barriers in Communication

Environment The venue The effect of noise Temperature in the room Other People Status, Education
Time

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Barriers to Communication
Wrong choice of medium Physical barriers

Semantic barriers
Socio-psychological barriers

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1. Wrong choice of Medium

Improper media

2. Physical barriers
Noise Time & distance.

3. Semantic barriers i) Assign different meaning to the same word or

use different words for the same meaning, or
ii) Words carry different nuances, shades or flavors to the transmitter & the receiver.
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4. Socio

Psychological barriers includes;

Attitudes & Opinions Emotions Closed minds Status consciousness Source of communication Inattentiveness Faulty transmission Poor retention Unsolicited communication

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Types of Communication
Downward Communication Upward Communication Horizontal Communication Grapevine Consensus

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Formal channel of communication Upward Downward Horizontal Communication Informal channel

Grapevine & Consensus

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Principles of Communication
Clarity Completeness Conciseness Consideration Courtesy Correctness

These principles are fundamental importance and relevant to all media but they are most important to written communication.

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Clarity : 1.Clarity of thought : Communication must be clear about 3 points: 1.What is the objective of communication ? 2.What is to be communicated ? 3.Which medium will prove to be the most suitable for this purpose ? Clarity of expression ; 1. Use of simple words E.g.: Avoid them Use them Demonstrate Show Terminate End 2. Use single words for long phrases E.g.: despite the fact that although will you be kind enough please
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2. Use single words for long phrases E.g.: despite the fact that although Will you be kind enough please 3.Avoid double entry E.g.: previous experience during the year 1997 my personal opinion period of one week revert back end result actual fact

experience during 1997 my opinion one week revert result fact

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Completeness:
1. See if you have answered all the questions 2. Check for 5 W questions who, what, where, when and why

Conciseness:
1. Only relevant facts 2. No repetition 3. Proper organization of the message

Consideration:
1. Avoid gender bias 2. Emphasis positive, pleasant facts 3. Write only what you sincerely feel to be correct.
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Courtesy:
1. Answer / acknowledge the letter promptly 2. Do not use irritating / offensive expression 3. Apologize sincerely for any omissions 4. Thank profusely for any favours

Correctness:
1.Give correct facts 2.Appropriate time 3.In a suitable style.
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As professional, you receive or create many types of documents that support your work so
1. What you write will ultimately define you as a professional to your colleagues and superior 2. Match the appropriate communication method 3. Eliminate excessive or unnecessary communication 4. Mastering these skills will improve your ability and enhance your career.
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Communication Vs Personality 1. What you write and how you write it could reflect a positive and negative image. 2. Sloppy and / or poorly written communications could be perceived as a lack of communication.

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Keep it short..... Dont write

If there is any points that you require explanation or any further particulars you required, we shall be glad to furnish such additional details as may be required by telephone

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Instead say .If you have any queries please ring

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5 Basic reasons we Do Not Listen

Listening is Hard Work
Competition The Rush for Action Speed differences (120 wpm v/s 360 wpm) Lack of Training

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4 Levels of Listening
The Non-Listener
The Marginal Listener The Evaluative Listener The Active Listener

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Improving Listening Skills

By not being Preoccupied Being Open Minded & Non Defensive Minimizing Interruptions Effective Listening is: Hearing, interpreting when necessary, understanding the message and relating to it. By Asking Questions

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The LADDER to common ground

L ook at the other person

A sk questions D ont interrupt D ont change the subject E xpress emotion with control R espond appropriately.
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COMMUNICATION
7% WORDS Words are only labels and the listeners put their own interpretation on speakers words 38% PARALINGUISTIC The way in which something is said - the accent, tone and voice modulation is important to the listener. 55% BODY LANGUAGE What a speaker looks like while delivering a message affects the listeners understanding most.

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TYPES OF BODY LANGUAGE

Remember that you are dealing with PEOPLE
(P) OSTURES & GESTURES
How do you use hand gestures? Stance?

(E) YE CONTACT
Hows your Lighthouse?

(O)RIENTATION
How do you position yourself?

(P)RESENTATION
How do you deliver your message?

(L)OOKS
Are your looks, appearance, dress important?

(E)PRESSIONS OF EMOTION
Are you using facial expressions to express emotion?
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Thank You

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