MODULE 01 – COMMUNICATION THEORY

Communication works for those who work at it

- John Powell
Evolution of Communication?
Definition of Communication
“Communication is an exchange of facts, ideas,
opinions or emotions by two or more persons.”
~ W.H.Newman

Digital
Communication
Uses any computer based
technology for communicating
It includes personal
communication, communication
of information, entertainment, and
promotions to broad audiences
 Communication Process
Components of
Communication Cycle –

1.Sender
2.Message
3.Encoding
4.Receiver
5.Channel/Medium
6.Decoding
7.Feedback
Components of Communication Cycle:-
■ Sender – The person who intends to convey thoughts or feelings to other
person. In other words, a person who initiates a message is a sender
Eg:- A person reading news on TV, a writer, a vegetable vendor, a professor in
a lecture

■ Encoding – It can be called as the mental plan of the message done by the
sender (process of translating the idea into a language) in a code
understandable to the receiver.
Eg:- An artist expresses his thoughts through pictures and paintings, poetry to
encode a certain ideology/thought

■ Message – The process wherein the sender organizes his/her thoughts or ideas
in a proper format is called as message
Eg:- Lectures, seminars, symbols, body language, books, podcasts, invitation
card etc.
Components of Communication Cycle:-
■ Receiver – A receiver is the one who gets the message from the sender. A
receiver is a listener, a reader, or an observer
Eg:- Student in a lecture, a reader, audience in a concert

■ Channel/ Medium – These are the channels or modes through which a

message is delivered to the receiver
Eg:- Email, Notice, Telephone, Internet, Radio, Television, Press, Mail
through post

■ Decoding – Here, the receiver interprets the message in a code

understandable to himself
Eg:- RTO symbols like No parking, No horn please
Components of Communication Cycle:-

■ Feedback – It is the response given by the receiver. It is the most

important and final link in the communication. The process of
communication remains incomplete if there is no response from the
receiver
Eg:- Result declaration of Theory exam, Applause after a Performance,
Customer Reviews

Communication
is the key for
any business
Communication Cycle Examples:-

Informal
Communication

Digital
Classroom Communication
Communication
 General and Technical Communication
 Contains a general message  Contains a technical message
 Informal in style and approach  Mostly formal in style and approach
 No set pattern  Follows a set pattern
 Not always for a specific audience  Always for a specific audience
 Mostly Oral  Both written and oral
 It does not use complex technical  It makes use of technical jargon
terms
 Eg- Call For a cab, Goodbye to your  Eg- Technical Reports, Appraisal
family, alarm clock off – urges you Forms, Laboratory reports, Project
to get out of bed, chatting with Contract, User guide for software,
friends, family, etc. Drug prescription, Technical articles
and publications
Importance of selecting proper channel for
communication -
■ Communication channels can be understood simply as the modes or
pathways through which two parties might communicate.
■ Communication channels are the means through which people in an
organization communicate.
■ Thought must be given to what channels are used to complete various
tasks, because using an inappropriate channel for a task or interaction can
lead to negative consequences.
 POP Quiz
■ Which of the following is the final phase of the communication process?
• The receiver sends feedback.
• The sender has an idea.
• The receiver gets the message
• The sender transmits the message

■ Which of the following is not one of the steps in the communication process –
• Transmission over communication media
• Encoding message
• Noise
• Decoding message
Communication Process
 Most Common Ways to Communicate

Spoken
Written
Word
Word
Visual
Body
Images
Language
Levels of Communication
I - Interpersonal Communication
Aspects of Interpersonal Communication -

■ Problem Solving and

Decision Making

 Active
Listening
Aspects of Interpersonal Communication -

■ Assertiveness
Aspects of Interpersonal Communication -

Negotiation Skills
 Levels of Communication
II – Organizational Communication
■ Collaboration
■ Communication
■ Teamwork
■ Delegation
■ Planning
■ Prioritizing
■ Mental Organizational Skills
■ Physical Organization
■ Time Management
■ Work-Life Balance
WELCOME TO THE WORLD
OF COMMUNICATION

“Communication is never a
one-way street”
 Interview
Communication
 METHODS OF COMMUNICATION
On the basis of ‘Organizational
Structure’
FORMAL INFORMAL

VERTICAL
DIAGONAL

HORIZONTAL

DOWNWARD UPWARD
COMMUNICATION COMMUNICATION
 METHODS OF COMMUNICATION
On the basis of method of ‘Expression’
VERBAL NON-VERBAL
COMMUNICATION COMMUNICATION

WRITTEN
ORAL COMMUNCATION
COMMUNICATION

BODY
LANGUAGE

GRAPHIC/ VISUAL
LANGUAGE
 FORMAL COMMUNICATION

ORDERLY TIME BOUND For eg:- Notices, Reports,

Fax Messages, Telegrams,
TIMELY TOPIC BOUND etc.
SMOOTH LANGUAGE But not movies, as they use
BOUND slang language
Formal Communication flows in 3 directions:- Vertical, Horizontal and
Diagonal
Vertical Communication:- Communication between upper and
lower levels of hierarchy within an organization.
Downward Communication:- Higher level authority communicating with lower level
subordinates. It is always in the form of orders, instructions, awards, etc.

Advantages:- Disadvantages:- For eg:-

1. Improves moral of the 1. Workers may 1. Principal to
employee feel oppressed students
2. Helps to control 2. Management to
activities of 2. May feel workers
subordinates dominated 3. Memo
3. Messages are clear 4. Notices
Upward Communication:- The communication that flows from subordinates to
superiors. It is always in the form of reports, complaints, requests, suggestions, etc.

For eg:-
1. Students to Principal
2. Suggestion Box
3. Review reports

Advantages:- Disadvantages:-
1. Helps to know the feelings/ 1. Workers avoid communication with
attitudes of workers seniors
2. Develops cordial relationship 2. Message may be distorted due to the
b/w workers and management barrier of chain of command
3. Workers get an opportunity to 3. Due to busy schedule, workers may
participate in the organization not be heard
Horizontal/ Lateral Communication:-Communication among people working at
the same level of authority/ hierarchy.

Advantages:- Disadvantages:- For eg:-

1. Improves team work 1. Message can be 1. Meeting of [CRs]
2. Helps to co-ordinate distorted due to Class
the activities of professional jealousy Representatives of all
different 2. Conflicts among classes
departments workers, may affect 2. Secretary meet
3. Enables fast the growth of 3. Meeting of Principals
decision organization of different institutes
Diagonal Communication:-This type of communication does not follow any chain of
command. It spreads in any direction in an organization. It does not follow any set
pattern.

Advantages:- Disadvantages:- For eg:-

1. It can build the 1. It can cause leakage 1. Principal directly
image of a of departmental communicating with any
company information student
2. Healthy 2. The respect or loyalty 2. Manager of company ‘A’
atmosphere in an to the concerned contacts a worker of
organization authority is doubtful company ‘B’
INFORMAL COMMUNICATION /GRAPEVINE COMMUNICATION

MULTI-DIMENSIONAL Advantages:-
Disadvantages:-
DYNAMIC  Building team spirit
 Incomplete -
STRUCTURELESS  Flexible
information
UNOFFICIAL  Very Fast
 Not reliable
 Helps in Motivating
 Misunderstandings
For eg:- Gossips, Rumors, people
Get Togethers, Off Lectures,
Lunch Break, etc.
Informal Communication further flows in 4 directions:-
Single Strand Chain –
In this type of informal communication, each person is able
to communicate with the other in a single sequence till it
reaches the ultimate recipient

• As seen in the diagram, A tells something to

B, who tells it to C, who tells it to D and so
on
• One on one interaction
• Least accurate of all the four chains
• The longer the chain the greater is the
possibility of distortion of information
Gossip Chain –
Here, one person actively conveys information to other
persons around him. A circle or wheel-like figure is formed
in this communication

• As seen in the diagram, A is at the centre

and transmits messages to ‘B,’ ‘C,’ ‘D’ and
so on around him.
• The person at the centre plays a key role in
the dissemination of information
• It is used to disseminate non-job oriented
information
Probability Chain –
In this type of informal communication, one person
communicates with other randomly

• This chain is found when information is

interesting but not significant
• Some people in this will be informed while others
will remain outside the arena of the
communication
• Messages are passed randomly without any
definite direction or method
• The choice of the recipient remains at the
sender’s will
Cluster Chain–
This is the most popular type of network in informal
communication. In this type, a person who receives the
information can either convey it to others or keep the
information with themselves

• Dominant pattern of informal

communication
• In this type, one person conveys the
message to a selected few
• Some of those selected few may convey it
other few selected individuals
 Objectives of Communication

Enhanced
Professional Image

Provides Advice/
Order/ Suggestions

Persuasion
 Objectives of Communication
Stronger
Decision Making

Increased
Productivity

Strong Business
Relationships
 Objectives of Communication

Raising Morale
and Motivation

To give and receive

information

To improve
discipline
 Clear Recognize and
Open and
Respect Personal
Honest
Differences

Compelling Credible

Constructive Active Listening Set Expectations

Collaborative Continuous

Effective
Communication
Concise
 VERBAL Verbal communication includes both ‘Oral’ and
COMMUNICATION ‘Written’ communication.
Oral Communication:-Everything that is spoken falls in this category. The sender
and receiver, both exchange words either face to face or through any device
For eg:- telephone

Disadvantages:-
Advantages:-
1. It has no legal validity
1. Saves time
2. It may create For eg:-
2. It is economical
misunderstanding 1. Group discussions
3. It is fast and flexible
3. It may not receive 100% 2. Seminars
4. Instant feedback is
attention 3. Speeches
possible
4. Lengthy speeches are
5. It is interactive
boring to the audience
Written Communication:-Everything that is written and transmitted in written
form falls in this category. The sender and receiver, both exchange words through
Letters, Circulars, Notes, and much more

Advantages:-
1. It is accurate and
precise
2. It is a legal document
3. It is suitable for lengthy
messages
Disadvantages:-
1. It is time-consuming
For eg:- 2. It is costly, as it requires stationery
Letters, Circulars, 3. It is not flexible
Notices, Reports, 4. Chances of misinterpretation of the message
Notes are more due to illegible handwriting and
typographical errors.
 NON-VERBAL It comprises of two components namely; ‘Body
COMMUNICATION Language’ and ‘Graphical Language’

 Graphical Language:- It is also known as visual

communication. It makes a noticeable impact
on the audience (receiver)

 It includes - Maps, Charts, Symbols, Posters,

Graphs, Colors or signs

 Body Language:- It is a very effective form of

communication.
 It includes - Gestures, Posture, Facial
Expressions, Eye-contact, Dress Code, Silence
Graphical Communication

Loud sounds banned No Shouting

Praying Environmental Pollution

Graphical Communication
Graph Red signifying
DANGER

Sign of DEATH – by a roadside Pie Chart

How to read
body language
GESTURES - It is the movement made by hands, arms, shoulders, head
and torso

 Gestures clarify your ideas

 Numerous gestures are
observed with varied
meanings that differ from
person to person
 It should not divert the
attention of the listener
 Avoid irritating gestures like
playing with a ring, twisting a
keychain, cracking your
knuckles, etc.
FACIAL EXPRESSIONS – They act as primary means to convey
information between humans

Face is the most expressive part of the

body
A face sends a series of messages
The basic 6 facial expressions are –
happiness, disgust, surprise, anger,
fear, sadness

 A smile indicates friendliness, a

frown discomfort, raised
eyebrows indicate either anger,
disgust, or surprise, and so on
EYE CONTACT– Eyes reflect the intensity of a message that may elicit a
feeling of trust. It also establishes the nature of a relationship.

Eyes are considered to be the

windows of the soul

Looking directly at listeners

builds rapport

Prolonged eye-contact for 3to5

seconds, without staring, reflects
the sincerity of the speaker

In the professional world, one

should make personal and
pleasant eye-contact with the
listeners
Professional Communication - Using non-verbal cues
POSTURES - Postures refers to the way we hold ourselves when we
stand, sit or walk
 Fidgeting with notes, jingling
coins, constantly moving or
remaining static – indicates
nervousness

 Facing an audience, and evenly

distributing your weight are all
aspects of posture that
communicate confidence

 The meaning of various

postures:-Slumped posture –
low spirits/ Erect posture –
high spirits, energy and
confidence
SILENCE – It is the lack of audible sound or presence of sounds of very
low intensity
 Silence can be a very effective
communication tool

 Following reasons justify the use of silence

in communication –
 Communication better
 Reach resolution faster

 Silence can convey several feelings like

contentment, awkwardness, anger, respect,
thoughtfulness, empathy, etc.

 Silence is an important factor in many

cultural spectacles, as in rituals. It may
create a space of interest or tension
DRESS AND APPEARANCE – It plays an important role; as people see
you before they hear you
 One’s appearance may induce the audience in
a receptive mood

 Appearances communicate how we feel about

ourselves and how we want to be viewed

 Clothing and appearance are used to

determine status, credibility, and
persuasiveness

 Clothing is important to an organization’s

image

 It conveys messages about their personality

 GRAPHICAL COMMUNICATION

Disadvantages:-
Advantages:-
1. It is costly
1. It is easy to understand
2. It cannot convey all kinds of
2. Gives information at a glance
information
3. It is brief and precise
3. It is one-way communication
 Check your progress…..
1. WHICH ONE OF THESE IS A FORM OF VERBAL 2. WHAT ARE THE METHODS OF CONVEYING
COMMUNICATON? MESSAGES VERBALLY?
•A. SHAKING HAND A. TALKING OVER THE TELEHONE
•B. TALKING PROFESSIONALLY B. SLEEPING
•C. NODDING HEAD C. GIVING A PRESENTATION

3. WHICH ONE OF THESE IS NOT A FORM OF VERBAL 4. IN WHICH OF THE FOLLOWING, WE CANNOT USE
COMMUNCATION? GESTURES?
A. FACIAL EXPRESSIONS A. WRITTEN COMMUNICATION
B. COMMUNICATING FACE TO FACE B. BODY LANGUAGE
C. GIVING A SPEECH C. ORAL COMMUNICATION

5. LEANING FORWARD IS A POSTURE THAT INDICATES: 6. GOSSIP AND RUMOURS ARE PART OF –
A. DISCOMFORT A. FORMAL
B. ATTENTION B. INFORMAL
C. ENTHUSIASM C. HORIZONTAL
THANK YOU
Any Questions????