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FUNDAMENTALS OF
COMMMUNICATION
Communication
• The word communication is derived from the Latin word
“communis” which means common.
• We spend most of our life communicating.
• Therefore it needs proper understanding and application

for sophistication of our activities.
• Communication is meeting of minds, for transfer of ideas.

COMMUNICATION
“It is the process of transferring of thoughts or
an idea so that the mental picture perceived
by the receiver is the same as that envisioned
by the sender.”
- Robbins
COMMUNICATION MODEL
Elements in the Communication
Process
• SOURCE \ SENDER -A PERSON OR THING OR EVENT WHICH PROVIDES
VERBAL OR NON VERBAL CUES
• MESSAGE- A SET OF VERBAL OR NON VERBAL CUES SENT BY A SOURCE. IT IS

THE PHYSICAL FORM OF THE IDEA OR THE INFORMATION.
 ENCODING- THE PROCESS OF SELECTING SYMBOLS, SIGNS OR WORDS TO

EXPRESS IDEAS
 CHANNEL- THE CHANNEL IS THE MEANS USED TO CONVEY THE STIMULI

 RECEIVER - A PERSON WHO INTERPRETS A MESSAGE.
 DECODING - RECEIVER TRANSLATES THE SYMBOLS OR

WORDS AND ATTACHES MEANING TO THE MESSAGE.
FEEDBACK - RESPONSE A RECEIVER GIVES TO SENDER.

(Destructive Feedback ; Constructive Feedback)
BARRIERS – ANY THING THAT INTERFERES WITH PROPER

TRANSMISSION OF THE MESSSAGE.
COMMUNICATION CONTEXT
COMMUNICATION TAKES PLACE WITHIN A CONTEXT
THE CONTEXT HAS FOUR DIMENSIONS
• PHYSICAL (WHERE THE COMMUNICATION IS TAKING PLACE THE ROOM ,

HALLWAY OR PARK)
• SOCIAL ( WHO ARE INVOLVED IN COMMUNICATION ? WHAT STATUS

RELATIONSHIP EXISTS BETWEEN THEM? ETC,)
 PSHYCHOLOGICAL ( IS THE ENVIRONMENT CHARACTERIZED BY FORMALITY

OR INFORMALITY , FRIENDLINESS OR INFRIENDLINESS?)
 TEMPORAL ( AT WHAT TIME OF THE DAY AS WELL AS THE TIME IN

HISTORY IT TAKES PLACE)
CHARACTERISTICS 0F
COMMUNICATION
• Two- way process
• Continuous
• Essential
• Has an objective or purpose
• Pervasive across organizational levels
The most powerful communication is not what
you say or what you write but what others
perceive of it and believe.
IMPORTANCE/ROLE
• Plays a vital role in discovering ourselves
& the world around us
• Leads to personal effectiveness
• Helps to network with people
 Creates better interpersonal relations
 Increases listening ability
 Creates better environment for
understanding resistance to change.
Importance Of Communication
• Organizational / Functional: greater info access &

awareness
• Improves coordination: reduces logical gaps
• Encourages cooperation: helps bring everyone in the
mainstream
• Gives a direction: to tasks and activities
• Morale and empowerment
• Decision making aid
• Speeds up organizational processes
• Better focus on customer requirements
• Generates a greater sense of organizational
commitment & involvement
• A Problem Solving Tool: by clarity, preciseness &
feedback
ORGANIZATION CULTURE AND COMMUNICATION
• ORGANISATION
• PERSON
CASE STUDY
The officer barged into the room and asked, “Sir, I don’t think that
we are going to make it on time.” The startled Mr. Mathur looked
up from his files and found Mr. Das in his office. “What! Sorry I
don’t get you .” “I was talking about the hydroelectric project
report that we need to submit in two days.”
“Well have a seat and explain in detail . Which hydroelectric
project are you talking about? I am not aware of any.’ “ But Sir, I
had told you about the same about a week back.’
‘ See I usually go through each and every proposal or file the first
thing in the morning. I did not come across yours. Did you give it
to me in writing as well?’
“No sir but I told you about this when we met in the canteen the
other day. You were with your friends, remember?”
“ Oh I remember… I don’t want to be rude. But I am completely
disappointed with this casual approach of yours. Make sure this
does not get repeated again
HOW DO THEY AFFECT COMMUNICATION
• PERCEPTION :
WORK ENVIORNMENT
EDUCATION AND UPBRINGING
• CONCEPTION
The Johari
Window
The Johari Window
• The Johari Window is a communication model
that can be used to improve understanding
and communication between individuals.
• Developed by Joseph Luft and Harry Ingham
(the word “Johari” comes from Joseph Luft
and Harry Ingham).
Johari Window
• The four panes are interrelated
• Changes to one pane impact the size of the
others
• As relationships develop, the open area
should grow
Two key ideas behind the tool:
• Individuals can build trust between
themselves by disclosing information about
themselves.
• They can learn about themselves and come to
terms with personal issues with the help of
feedback from others
• In most cases, the aim in groups should be to develop the
Open Area for every peron.
• Working in this area with others usually allows for enhanced

individual and team effectiveness and productivity. The Open
Area is the ‘space’ where good communications and
cooperation occur, free from confusion, conflict and
misunderstanding.
• Self-disclosure is the process by which people expand the

Open Area vertically. Feedback is the process by which people
expand this area horizontally.
• By encouraging healthy self-disclosure and sensitive feedback,

you can build a stronger and more effective team.
Johari Window at the Beginning of a Relationship (left)
and After a Closer Relationship Has Developed (right)
Figure 8.3
Summary
• Open communication is the key to job
satisfaction and personal growth
• Self-disclosure promotes communication
within an organization
• Most people want and need accurate
feedback from coworkers and supervisors
Summary
• Constructive self-disclosure can pave the way
for
– Increased accuracy in communication
– Reduction of stress
– Increased self-awareness
– Stronger interpersonal relationships
Copyright © Houghton
Mifflin Company. All rights 8 - 24
reserved.
FUNDAMENTALS OF
COMMMUNICATION
Barriers to Communication
What are Barriers?
• Any factor which interferes with the process of
communication.
• It could be related to internal and external
environment.
• All such factors are collectively known as
“noise”
Types of Barriers
• Sender oriented barriers
• Receiver oriented barriers
• Physical Barriers
• Verbal and Non verbal Barriers
• Cross Cultural Barriers
Sender oriented barriers
• Sender oriented barriers –
-Attitude, language, selective perception, mental block
-Complexes-superiority or inferiority
-Distortion Filtering and Editing : Slanting
- Emotional Excesses
- Relationships
- Allness and closed mind (panshofist)
Receiver oriented barriers
• Receiver oriented barriers- misunderstanding,
listener bias, lack of interest in the speaker, inability
to comprehend
• Halo Effect
• Inferences
• Distortion Filtering and Editing: Abstracting

Physical Barriers
Noise
Time
Age
Gender
Distance
Verbal and Non verbal Barriers
Language & Semantic Barriers
• Semantic Barriers
• Lack of Common Language
• Poor Vocabulary
• Poor know-how of Grammar & Punctuation
(A woman without her man is nothing)
• Round-about Verbiage
• Specialists language
• Faulty Translation
Cross Cultural Barriers
“I don’t want to hear your excuses. Just get those planes in the air.” Jim Tuchman
was screaming at his gate manager. As head of American Airlines’ operations at
the Mexico City airport, Tuchman has been consistently frustrated by the attitude
displayed by his negative employees. Transferred from Dallas to Mexico city only
three months ago, Tuchman was having difficulty adjusting to the Mexican style
of work. “Am I critical of these people? You bet Iam! They don’t listen when I talk.
They think things are just fine and fight every change I suggest. And they have no
appreciation for the importance of keeping on schedule.”
If Tuchman is critical of his Mexico City staff, it’s mutual. They universally dislike
him. Here’s a few anonymous comments made about their boss: “He is totally
insensitive to our needs” “He thinks if he yells and screams, that things will
improve. We don’t see it that way.” “I’ve been working here for four years. Before
he came here, this was a good place to work. Not anymore. I’m constantly in fear
of being chewed out. I feel stress all the time, even at home. My husband has
started commenting on it a lot.”
Tuchman was brought in specifically to tighten up the Mexico City operation.
High on his list of goals is improving American’s on- time record in Mexico City,
increasing productivity, and improving customer service. When Tuchman was
asked if he had any problems with his staff, he replied, “Yep. We just can’t seem
to communicate.”
WHY COMMUNICATE
• When we effect a communication we establish a common meeting ground
for understanding.
• When we understand each other, we integrate our effort towards a
common cause.
• When we make a common cause, we develop a ‘we’ feeling.
• It is in this ‘we feeling’ that we find the success of our concerted efforts in
achieving our common objectives .
• Communication is the process of exchanging information through a
common system of symbols, signs and behavior. The synonyms for
communication are feelings, speaking, corresponding, writing, listening,
exchanging etc.
Effective communication
• Decide what your message is meant to achieve
• Formulate the message with the listener in view
• Always use simple business language.
• Do not use harsh words & sarcastic language.
• Business language used should be to express and not to impress with you
vocabulary.
• Do not use non popular parlance words - they may lead to missing the
message.
• An effective communicator anticipates the unlimited ways a message can be
misunderstood.
• The present day complex world brings us into constant contact with different
sets of people in different situations.
• As a result, we are bound to create an influence or be influenced by those
with whom we frequently interact.
• Thus, effective communication, both ways, can be a powerful tool in
management.

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FUNDAMENTALS OF

• We spend most of our life communicating.

• Therefore it needs proper understanding and application

• Communication is meeting of minds, for transfer of ideas.

• MESSAGE- A SET OF VERBAL OR NON VERBAL CUES SENT BY A SOURCE. IT IS

 ENCODING- THE PROCESS OF SELECTING SYMBOLS, SIGNS OR WORDS TO

 CHANNEL- THE CHANNEL IS THE MEANS USED TO CONVEY THE STIMULI

 DECODING - RECEIVER TRANSLATES THE SYMBOLS OR

FEEDBACK - RESPONSE A RECEIVER GIVES TO SENDER.

BARRIERS – ANY THING THAT INTERFERES WITH PROPER

• PHYSICAL (WHERE THE COMMUNICATION IS TAKING PLACE THE ROOM ,

• SOCIAL ( WHO ARE INVOLVED IN COMMUNICATION ? WHAT STATUS

 PSHYCHOLOGICAL ( IS THE ENVIRONMENT CHARACTERIZED BY FORMALITY

 TEMPORAL ( AT WHAT TIME OF THE DAY AS WELL AS THE TIME IN

• Organizational / Functional: greater info access &

• Working in this area with others usually allows for enhanced

• Self-disclosure is the process by which people expand the

• By encouraging healthy self-disclosure and sensitive feedback,

• Distortion Filtering and Editing: Abstracting

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