TC Bas 301 Notes
TC Bas 301 Notes
TC Bas 301 Notes
Lecture Notes On
AKTU
ABHAY AGARWAL
ASSISTANT PROFESSOR
The word communication comes from the Latin word ‘communicare’, meaning ‘to share, to impart, or
exchange useful of beneficial thoughts. Its literal meaning is ‘giving or sharing information’.
Communication is a dynamic interactive process that involves the effective transmission of facts, ideas,
thoughts, feelings, and values. It is not passive and does not just happen. We actively and consciously
engage in communication in order to develop the information and understanding required for effective
group functioning. It is dynamic because it involves a variety of forces and activities interacting over a
period of time.
Process of communication:
Communications is a continuous process that mainly involves three elements viz. sender, message, and receiver.
The elements involved in the communication process are explained below in detail:
1. Message
It is the idea, information, view, fact, feeling, etc. that is generated by the sender and is then intended to be
communicated further.
2. Sender
The sender or the communicator generates the message and conveys it to the receiver. He is the source and the
one who starts the communication
3. Encoding
The message generated by the sender is encoded symbolically such as in the form of words, pictures, gestures,
etc. before it is being conveyed.
ABHAY AGARWAL, ASSISTANT PROFESSOR, UNITED INSTITUTE OF TECHNOLOGY
4. Medium
It is the manner in which the encoded message is transmitted. The message may be transmitted orally or in
writing. The medium of communication includes telephone, internet, post, fax, e-mail, etc. The choice of medium
is decided by the sender.
5. Receiver
He is the person who is last in the chain and for whom the message was sent by the sender. Once the receiver
receives the message and understands it in proper perspective and acts according to the message, only then the
purpose of communication is successful.
6. Decoding
It is the process of converting the symbols encoded by the sender. After decoding the message is received by the
receiver.
7. Feedback
Once the receiver confirms to the sender that he has received the message and understood it, the process of
communication is complete.
1. Flow of Information:
The relevant information must flow continuously from top to bottom and vice versa. The staff at all levels
must be kept informed about the organizational objectives and other developments taking place in the
organization. A care should be taken that no one should be misinformed. The information should reach the
incumbent in the language he or she can understand better. The use of difficult words should be avoided. The
right information should reach the right person, at right time through the right person.
2. Coordination: it is through communication the efforts of all the staff working in the organization can be
coordinated for the accomplishment of the organizational goals. The coordination of all personnel’s and their
efforts is the essence of management which can be attained through effective communication.
1. To convey information/opinion
2. To convince
3. To persuade
4. To entertain
Features of Communication
1) Use of familiar and easy words: Only familiar and easy words should be used,
complicated words should be avoided.
2) Use of clear sentences: Simple sentence structure should be used. Normal word order of Subject –
Verb – Object should be followed.
3) Use of sentences of moderate length. (12 to 25 words): Sentences of 12 to 25 words only
should be used.
4) Use of active voice: Active voice should be used as it is easy to understand and emphasis is laid on the
subject and not on the object.
5) Avoid redundant phrases (lengthy and incorrect expressions) and use concise word or phrase.
6) Avoid Repetition: Repetition should be avoided as it can mar the beauty of expression.
7) Accuracy: Accuracyincludesaccuracyofinformationaswellasaccuracyofexpression.
Verbal Communication: Communication with the words is called Verbal communication which can be
written or oral. Language is the most common medium of communication .Most of our communication takes
place through words. Although we communicate many things non- verbally but it has its limits to what one
can communicate without the help of language. It is the central to our nature as human beings .It is known as
social artifact- a tool. There are many forms in which verbal communication take place. For example : a
message may be conveyed on the telephone or face to face or send it by an email and in response receiver can
select his form of his/her choice.
The medium of verbal communication is mainly of two types:
A. Written Communication
B. Oral Communication
Introduction to oral communication The word ‘oral’ comes from the Latin word for mouth. Oral
communication is a communication by speaking rather than in some other way – for example, writing. You
will also be looking at ways of listening to others – an important skill in many everyday situations. Oral skills
– both speaking and listening – are at the very foundation of literacy. Classroom talk helps students to learn, to
reflect on what they are learning, and to communicate their knowledge and understanding. The strategies in
this section provide simple but powerful tools for improving communication in every classroom and all
subject areas. Whatever you teach, these tools can help you to obtain more precise information about what
your students know and can do. This, in turn, can help you to provide better feedback and guidance.
Non-Verbal Communication: When the communication takes place without using words or language .
1. Formal Communication
Formal communications are the one that flows through the official channels designed in the organizational chart.
It may take place between a superior and a subordinate, a subordinate and a superior or among the same cadre
employees or managers. These communications can be oral or in writing and are generally recorded and filed in
the office.
2. Informal Communication
Any communication that takes place without following the formal channels of communication is said to
be informal communication. Informal communication is often referred to as the ‘grapevine’ as it spreads
throughout the organization and in all directions without any regard to the levels of authority.
Informal communication spreads rapidly, often gets distorted and it is very difficult to detect the source of such
communication. It also leads to rumors which are not true. People’s behavior is often affected by rumors and
informal discussions which sometimes may hamper the work environment.
Formal Informal
Downward communication
1. D
Upward communication Grapevine
ownw
Horizontal/Lateral communication
Diagonal/Cross-wise communication ard
comm
unication: When the information flows in an organization from higher authority to those at the lower, is
known as downward communication. It is a communication from decision maker to worker or senior to
their subordinates. It can be an instruction, advice, explanation of a procedure which is purely formal in
form. It can be used to pass routine information, new policies etc. It can take any form like notice, face to
face or telephonically.
Main function:
The main function of downward communication is providing direction and control. It involves
the transfer of information, instruction, advice, request, feedback and ideas to the subordinate
staff. It increases staff awareness and facilitates implementation of:
New policies Guidelines
Decisions Evaluations
Performance appraisal of employees.
Examples of Downward Communication:
A communication from General Manager of a company to the branch managers is an
example of downward communication.
Other examples of downward communication include-
Annual Confidential reports
Performance appraisals
Notices
Project feed back
Announcements of company policies
Official instructions
Forms of downward communication may include-
Notes
Notices
Memos
Advantage:
a. In this communication we have got a systematic flow of information means if the information is
related to a person then only passes to them.
Disadvantage:
a. It consumes a lot of time because it stands for lot of formality.
2. Upward communication: reports and responses of the lower authority to inform their superior on the
enquiry or instruction are called upward communication. The basic purpose of this flow is to develop
faith or trust and to give importance to the other authority.
Since upward communication involves the transfer of – information, request and feedback from
subordinates to their seniors, it promotes better working relationships within an organization by giving
the subordinate staff opportunities to share their views and ideas with their supervisors. It facilitates
employee involvement in the decision making process.
Advantage:
a. Some useful suggestion and information can be made in this process.
b. Lower authority gets the chance to interact with the higher authority.
c. Lower authority feels him as the important part of the organization.
ABHAY AGARWAL, ASSISTANT PROFESSOR, UNITED INSTITUTE OF TECHNOLOGY
Disadvantage:
a. It consumes a lot of time because of the involvement of higher authority.
3. Horizontal/Lateral communication: This form of communication takes place among same rank or status
or peer group of employee. In other words, when the employees of same rank or status are
communicating with each other, is known as horizontal communication.
It takes place between professional peer groups or people working on the same level of hierarchy. It is
the communication among workers at the same level. The main objectives of horizontal
communication are -
Developing teamwork and Promoting group coordination within an organization. Horizontal
communication is less formal and structured than both downward and upward communication
and may be carried out through –
Informal discussions
Management gossip
Telephone calls
Advantage: a. it saves time and bridges the gap among department organization.
b. In this flow employees are free to communicate the way they want because there is no
such issue of reputation or class.
c. They may adept informal ways to communicate formal ideas.
b. employee may create negative tendency because of that they may not share the right
information.
Diagonal / Cross-wise Communication: When the employees of different department or status share
information by cutting across a function in between, is known as diagonal or crosswise
communication. Diagonal communication flows in all directions.
As the diagonal channel occurs between people who do not have to follow rigid norms of
communication protocol.
Advantage: a. it provides freedom to the lowest authority to express their thoughts and idea.
Disadvantage: a. it may break their relation with the rest of the classes.
GRAPEVINE COMMUNICATION:
ABHAY AGARWAL, ASSISTANT PROFESSOR, UNITED INSTITUTE OF TECHNOLOGY
Grapevine communication is an informal flow of organizational communication. when the employee of
different department meet with each other during lunch break, canteen session or outside somewhere they
share some of the official information along with personal i.e. known as Grapevine communication.
It helps to enhance the interaction among the employee and develop interpersonal relation between them. It
can complement the formal channel by providing a speed to formal flow of communication. It contains useful
informational about attitude, opinion, view and problem of employee, but the information which flows in the
grapevine sometimes leads to confusion & create negative environment for which no one can be held
responsible, that’s why Grapevine communication is also known as “Necessary Evil”.
Example:
1 If The employee of different department are working on same project but because of their hectic schedule
they don’t meet very often so during lunch or canteen session if they discuss about the project so not only it
helps the project but also the organization .
2 If the information shared through grapevine, carries some important and secret detail about an organization,
leaks out so it can damage the organization as well.
1. Noise: Noise is defined as unplanned and unwanted sound that disturbs the communication process
which causes the barrier in the transmission of message. It effects the interpretation or decoding
part of communication.
Example: DJ sound from outside disturb the communication environment of the class.
2. Physics Barrier: (It is also known as channel noise) If the problem occurs in the mechanism of the device
ABHAY AGARWAL, ASSISTANT PROFESSOR, UNITED INSTITUTE OF TECHNOLOGY
that is used to pass the information from sender to receiver known as Physical barrier.
Example: Disturbance in Mic , Network issue in Mobile, poor internet connection , poor hand writing.
3. Semantic Barrier: This barrier is generated internally causing a error in the message itself. It may be
because of connotative language allowing the meaning to be interpreted differently by sender and
receiver. Example: Bimonthly, Right
4. Psychological barrier: When a person is not in state of mind that he/she can express or receive the
thought then it can it termed as Psychological barrier. Example: Excessive happiness or sadness.
CLASSIFICATION OF BARRIER:
According to the process of message formation and the factor that cause the barrier we can classify the
barrier in following types:
1. Intrapersonal barrier
2. Interpersonal barrier
3. Organizational barrier
1. INTRAPERSONAL BARRIER: This occurs due to the difference in experience; education; personality.
Each of us interprets the message differently. Certain common things are responsible for interpersonal barrier
.Factors as follows:
i. Wrong assumption: This particular barrier occurs due to the premeditated thought of sender. In order to
prevent this barrier we must empathize with the receiver or try to understand his background.
Example: When a patient moves to doctor and describe his problem, if without having knowledge of his
background doctor delivers the ideas in medical terms so this creates a problem between doctor and patient. In
this doctor was premeditated that patient can understand medical terms.
i. Varied Perception: Every individual has his own opinion and the way of thinking, each one of us react /
respond differently to a given situation that is known as varied perception.
Example: Many people believe in their hard work in order to achieve success while some other thinks
manipulation is the best option that’s why we have two different opinions on same topic.
ii. Differing background: No two people have a similar background, people may vary in education, status, and
culture etc .A background plays a very important role in interpreting the message.
Example: 1.If two people are belonging to different religion so because of their different background they
3. Organizational barrier : In an organization there are many levels where a message has a greater chance
to get distorted .This occurs due to lack of concentration or people’s tendency to leak out a part of
message .It may occur due to following factors:
i. Too many transfer station: If a message is passing through various link then there are greater possibility
of distortion of that message. it gets distorted at each level not only because of poor listening skill and
lack of concentration but also because of negative tendency. It order to avoid it we can intercom and
email.
a. Time saving
b. It must not add to the cost of that
c. Type of message
d. Audience.
7C's of Communication: In order to make the communication more effective one must adopt these seven C's
which makes the message easier to comprehend. These seven C's are:-
Code: A code may be defined as- “Any group of symbols that can be structured in a way that is
meaningful to another person.” A code has a group of elements (vocabulary) and a set of procedures for
combining these elements meaningfully (syntax).
Or
A code is set of instruction /set of arrangement / ordering of information or designing of message in such a
manner that receiver can comprehend the message easily.
Content/Message:
The message that is selected by the source to express its purpose is called content. Content, like codes, has
both element and structure. When more than one piece of information is to be presented, they should have
some order or structure.
Stimulus and response are the two terms that are frequently used in any discussion on the communication
process. A ‘stimulus’ is anything that a person can receive through one of his senses. In fact, it is anything that
can produce a sensation and a ‘response’ is anything that an individual does as a reaction to the stimulus.
ABHAY AGARWAL, ASSISTANT PROFESSOR, UNITED INSTITUTE OF TECHNOLOGY
These two terms, stimulus and response, are ultimately connected with the whole learning process. The
communication objective of the source is to bring about a change in the behavior of the receiver.
The whole communication process consists of the following:
1. The sender—the source of the message
2. The encoding process
3. The channel used
4. The decoding process
5. The receiver—the person who receives the message
At each stage of the communication process there is a possibility of error. Communication skills help avoid
such errors, so that the message can glide easily through all the stages of the process and reach the receiver.
a. Source:
1. The source, in any communication process, is the most critical part of the communication process. The
message has to be planned and prepared for features including articulation clarity, amplitude and modulation,
pauses and pitch.
2. The sender must be conscious that non-verbal components of the communication are also transmitted
through the channel.
3. The source of the message has great responsibility.
4. He should have an idea about the receiver. It may be also that he wants to convey his message to a group of
persons.
5. Finally, at the end of the communication, he must satisfy himself that the intent of the communication has
been met.
e. The Receiver:
ABHAY AGARWAL, ASSISTANT PROFESSOR, UNITED INSTITUTE OF TECHNOLOGY
The person receiving the message should be prepared for the message. Visual reaction to a message takes on
the role of a sender and responds. At other times, the receiver of the message may show his visual reaction to
the message through non-verbal communication.
b) Consonant sounds
It is a speech sound which is articulated with a consonant sound. The consonants are those which does not
include vowels. For example:
t (ए) tea, tight, button
d (ए) day, ladder, odd
g(ए) get, giggle, ghost
tʃ (ए) church, match, nature
dʒ(ए) judge, age, soldier
θ (ए) thing, author, path
ð(ए) this, other, smooth