INTRODUCTION

TO
COMMUNICATION
Lecture 3
Faculty: Rachana Negi Rana
Course : Communication & Interpersonal Skill
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Course no. GEM202
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 Types of Communication

Verbal Communication Non-Verbal Communication

Written Communication Oral Communication

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 Business
Communi
cation

External Messages:
Communication
done with
recipients outside
the organization.

Internal Messages:
Communication 4
done with
recipients inside
the organization.
 Levels of
Communication
(Based on
considering the
target audience)

Public
Communicati
on

Organization
Intrapersonal
al
Communicati
Communicati
on
on

Group Interpersonal
Communicati Communicati 5
on on
INTRAPERSONAL COMMUNICATION:

 It is the most basic level of communication.

 Does not involve a separate sender and receiver
 Communication that occurs within a person’s own mind
 As humans we are constantly involved in dreaming, planning,
thinking about the things around us i.e. communication within
one self to self.
 Example: Meditation, prayers, internal positive dialogue

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INTERPERSONAL COMMUNICATION:
 It is a communication process that occurs between atleast
two people.

 Interpersonal communication is the process by which people

exchange information, feelings, and meaning through verbal
and non-verbal messages.

 Interpersonal communication is not just about what is

actually said - the language used - but how it is said and the
non-verbal messages sent through tone of voice, facial
expressions, gestures and body language.

 Example: Communication occurring between a subordinate

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and a supervisor or one that occurs between two coworkers.
GROUP COMMUNICATION:
 Communication that occurs in small groups having about 2-
20 people.
 Goal of Group Communication: To achieve greater output
through the collaboration of several individuals than that
which could be produced through individual efforts.
 Example: Communication within a committee or within a
work team.

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ORGANIZATIONAL COMMUNICATION:

 Involves large groups working together in such a way as to

accomplish complex, ambitious tasks.

 The main objective of organizational communication is to

inform, persuade and promote goodwill.

 The flow of communication could either be formal or

informal.

 Organizational communication can be done both within the

organization as well as outside.
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PUBLIC COMMUNICATION:
 Intends to help the organization to reach out to its public to
achieve its external communication goals.
 This is basically done in order to advertise/promote the
company’s products and services.
 Examples: Advertisements, public relations, website
communication. (Coca Cola’s Pesticides Case)

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 RECOGNIZING EFFECTIVE
COMMUNICATION
Provide practical information: Give recipients useful
information, whether its to help them perform a desired
action or to understand a new company policy.
(Question setting guidelines given to the faculties by Dean Sir)

Give facts rather than vague impressions: Use concrete

language, specific detail, and information that is clear,
convincing, accurate and ethical.
(Guidelines given to students by faculty for preparing their
project reports)

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 RECOGNIZING EFFECTIVE
COMMUNICATION

 Present information in a concise, efficient manner:

Audiences appreciate and respond more positively to
messages that highlight and summarize essential points
rather than long messages containing disorganized facts and
figures.

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Recognizing Effective Communication

Clarify expectations and responsibilities: Write messages

to generate specific responses from a specific audience.
(Example: CEO of a company asking the sales department to
present the sales data of last month)

 Offer compelling, persuasive arguments and

recommendations: Show your readers precisely how they
will benefit from responding to your messages the way
you want them to.
(How will the sales department benefit by reporting to the
CEO about the total sales of last month?) 13
 Communicat
ion within
Organization

Informal
Communicatio
n

Formal 14
Communicatio
n
 COMMUNICATION IN ORGANIZATIONAL SETTINGS
 Formal Network Flow: Communication within an organization
that often follows a company’s formal organization chart.

 The direction in which communication flows formally within an

organization may be downward, upward or horizontal.

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 DOWNWARD COMMUNICATION

 Flows from supervisor to employee, from policy makers to

operating personnel or from top to bottom on the
organization chart.

 Teaching people how to perform their specific tasks is an

element of downward communication.

 Another element of downward communication is orienting

employees to a company’s rules, practices, procedures,
history, and goals.
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DOWNWARD COMMUNICATION

Example: CEO of the

company asking all his
employees to provide
yearly performance
evaluation of immediate
supervisor and own self.

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UPWARD COMMUNICATION:
 It is generally feedback to downward communication.

 Employees talk to supervisors about themselves, their fellow

employees, their work and methods of doing it, and their
perceptions of the organization.
 Accurate upward communication keeps management
informed about the feelings of lower level employees, taps
the expertise of employees and helps management identify
both difficult and potentially promotable employees.

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HORIZONTAL COMMUNICATION:
 Also known as lateral communication

 Involves interactions between organizational units on the

same hierarchical level.
 Primary means of achieving coordination in a functional
organizational structure.
 Example: Interdepartmental meetings (HR, Sales,
Marketing, Finance etc)

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 INFORMAL NETWORK FLOW
 Work colleagues talking to each other in an informal
manner during lunch/coffee breaks.
 Common topic of discussion is work-job satisfaction,
immediate supervisors, promotion, career growth, fellow
employees etc.

 Characteristics of informal communication:

 It is quick and a speedy way of communication.
 Carries more accurate information than any other formal
means.
 Spreads information to a huge number of people in a short
span of time. 21
THE COMMUNICATION PROCESS

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 THE COMMUNICATION PROCESS
 Sender: The party sending the message to another party.

 Encoding: The process of putting thoughts into symbolic

form.

 Message: The set of symbols that the sender transmits.

 Media: The communication channels through which the

message moves from sender to receiver.

 Decoding: The process by which the receiver assigns meaning

to the symbols encoded by the sender. 23
 THE COMMUNICATION PROCESS
 Receiver: The party receiving the message sent by the sender.

 Response: The reactions of the receiver after being exposed

to the message.

 Feedback: The part of the receivers response communicated

back to the sender.

 Noise: The unplanned static or distortion during the

communication process, which results in receivers getting a
different message than the one the sender sent.
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 USING TECHNOLOGY TO
IMPROVE COMMUNICATIONS
 Communicating in today's business environment requires at least a basic level
of technological competence.

 Technology is an aid to interpersonal communication, not a replacement.

 Technology is valued the best if it can deliver the right information to the right
person on right time.

 Overuse or misuse of communication technology can lead to information

overload.

 Information overload results when people receive more information than they
can effectively process.

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 An important step in reducing information overload is to avoid sending
unnecessary messages.
Wireless Networks: Lets workers with laptops and other devices stay
connected from anywhere in the campus.

Electronic Presentations: Connecting laptops with PPTs to color projectors lets

business people make effective presentations with enhanced sound, animation and
website hyperlink.

Virtual Meeting Space: Allows two groups to have meetings

electronically.

Teleconferencing is a telephone meeting among two or more participants involving

technology more sophisticated than a simple two-way phone connection.

Videoconferencing is enabled by a set of telecommunication technologies which allow

two or more locations to communicate by simultaneous two-way video and audio 26
transmissions.
 Barriers in
Communicati
on
Environment

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 MAKING ETHICAL COMMUNICATION
CHOICES

 Ethics are the accepted principles of conduct that govern

behavior within a society.
 Ethical communication includes all relevant information, that is
true in every sense and is not deceptive in any manner.
 In contrast, unethical communication can distort the truth or
manipulate audiences in a variety of ways:

1. Plagiarism: Presenting someone else’s words or other creative

product as your own. This can be illegal if it violates a copyright,
which is a form of legal protection for the expression of creative
ideas.
2. Omitting Essential Information: Correct and true information 28
is
essential to your audience if they need that to make an
intelligent, objective decision.
 Selective Misquoting: Distorting or hiding the true intent of
someone else's words is unethical.

 Misrepresenting numbers: Statistic and data can be

unethically manipulated by increasing or decreasing numbers,
exaggerating, altering statistics or omitting numeric data.

 Distorting visuals: Images can be manipulated in unethical

ways, such as making a product look bigger than it is actually,
changing the scale of graphs and charts to exaggerate or
conceal differences.

 Failing to respect privacy or information security needs:

Failing to respect the privacy of others or failing to adequately
protect information entrusted to your care can also be 29
considered unethical.
 Mastering Team and
Interpersonal
Communication

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 TEAM WORK
 Definition: A team is a unit of two or more people who share a
mission and the responsibility for working to achieve a
common goal.

 Whatever the purpose and function of a team may be, it is

very important that the team members must be able to
communicate well with each other and even to people outside
the team.

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 TEAM WORK

 Problem solving teams and task forces assemble to resolve

specific issues and then disband when their goals have been
accomplished.

 Committees are formal teams that usually have a long life span
and can become a permanent part of the organizational
structure.

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Advantages of Teams:
 Increased information and knowledge: By pooling the
experience of several individuals, a team has access to more
information in the decision-making process.

 Increased diversity of views: Team members can bring in a

variety of perspectives to the decision-making process.

 Increased acceptance of a solution: Those who participate in

making a decision are more likely to support it and
encourage others to accept it.

 Higher performance levels: Working in teams can unleash

new levels of creativity and energy in workers who share 33a
sense of purpose and mutual accountability.
 CHARACTERISTICS OF EFFECTIVE TEAMS
 Each group member brings in valuable assets, knowledge
and skills to the team.

 Members trust each other and work towards the greater

good of the team and organization rather than focus on
personal agendas.

 Effective teams have a clear objective and a shared sense

of purpose, communicate openly and honestly, reach
decisions by consensus, think creatively and know how to
resolve conflict.
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GROUP DYNAMICS
 Group dynamics are the interactions and processes that
take place in a team.

 Productive teams tend to develop rules of interaction that

are conducive to business.

 Group dynamics are influenced by several factors:

 The roles that team members assume
 The current phase of team development
 The team’s success in resolving conflict
 The team’s success in overcoming resistance.
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PHASES OF GROUP DEVELOPMENT
1. Orientation: Team members get to know each other and
establish roles.

2. Conflict: Different opinions and perspectives begin to

emerge.

3. Brainstorming: Team members explore their options and

evaluate alternatives.

4. Emergence: The team reaches a consensus on the chosen

decision.

5. Reinforcement: Team harmony is reestablished, and plans36

are made to put the decision into action.
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