COMMUNICATION

• Communication is the transfer of information and understanding from one

person to another person. It is a way of reaching others with facts, ideas,
thoughts and values.
Keith Davis
• Communication can be defined as a multidimensional interactive process of
sharing common sets of signs, symbols, and language from one person to another
person so that a suitable response results.
• The term comes from the Latin word communicare, meaning ‘to share, to impart,
or to commune’.
• It is a dynamic interactive process that involves the effective transmission of
facts, ideas, thoughts, feelings and values. It is dynamic because it involves a
variety of forces and activities interacting over a period of time.
• The word process suggests that communication exists as a flow through a
sequence or series of steps. The term process also indicates a condition of flux and
change. The relationships of people engaged in communication continuously grow
and develop.
• The two communication agents involved in the communication process are the
sender (S) and the receiver (R). Both agents exert a reciprocal influence on each
other through inter stimulation and response.
• Definition of Communication- It is the transfer of information from a
sender to a receiver , with the information being understood by the
receiver. In brief communication means, “shared understanding of a
shared purpose”.
• Importance of communication- Chester I. Barnard , for example, viewed
communication as the means by which people are linked together in an
organization to achieve a common purpose.
• Process of communication- The communication process has five steps:
ideation, encoding, transmission, decoding, and feedback.
 Ideation is the formation of the idea or selection of a message to be
communicated. The scope of ideation is determined by the sender’s
knowledge, experiences and abilities as well as the purpose of
communication and the context of the communicative situation.
 Encoding is the process of changing the information into some form of
logical and coded message and it involves:
Selecting a language;
Selecting a medium of communication; (speaking, writing & non-
verbal signs and symbols).
Selecting an appropriate communication form
 Transmission refers to the flow of message over the chosen channel.
Transmission confirms the medium selected during the process of
encoding and keeps the communication channel free from interference or
noise so that the message reaches the receiver without any disturbance.
 Decoding is the process of converting a message into thoughts by
translating the received stimuli into an interpreted meaning in order to
understand the message communicated. It involves interpretation and
analysis of the message.
 Response or Feedback is the action or reaction of the receiver to the
message.
• Purpose of Communication- Communication is essential for the internal
functioning of enterprises, because it integrates the managerial functions.
Communication is especially needed to
1)Establish and disseminate the goals of an enterprise
2)Develop plans for their achievement
3)Organize human and other resources in the most effective and efficient way
4)Select, develop, and appraise members of the organization
5)lead, direct, motivate, and create a climate in which people want to
contribute
6)Control performance
 Communication Basics
Functions
• Information : Decision making , Problem solving
• Control Motivation: Foster spirit : Power to
influence, Express opinions / grievances
• of motivation, Feedback,
• Reinforcement
• Emotional Expression: Expressing satisfaction,
dissatisfaction
 Importance of
Communication
• Better quality of documents
• Enhanced Professional image
• Lesser misunderstanding
• Increased awareness among employees
• Improved customer relations
• Healthier Business relationships
• Quicker problem solving
• Stronger decision making
• Increased productivity
Manager’s Roles
 Networks
• Vertical Upward: Instruction, Information, feedback
(Periodical reports,plans, proposals and appraisals
are some forms of upstream communication).
• Vertical Down ward: Information, Analysis, feedback
(memos, formal letters, circulars, orders etc.)
• Horizontal: Sharing, Coordination (mutual
consultation and sharing of information)
• Spiral, Diagonal or crosswise: Information, Publicity
• Multi-Dimensional Communication: a judicious
combination of different dimensions can work and
promote functional harmony.
 Grapevine
• Informal communication : Observe,
Gather information
• Benefits : Less expensive, quick, outlet
for anxieties / frustrations
• Limitations: Multi-directional, fast
spreading, unreliable,
• Creates misunderstanding
• Tips : Identify and verify, don’t ignore,
don’t threaten
 Communication Forms
Form Examples

Interpersonal face to face Casual conversations, formal

communication interactions, student-student
negotiations, job interviews
Group Communication Meetings, conferences, group
discussions, panel discussions

Speaker-audience communication Speeches, debates, seminars,

workshops, oral presentations

Telephonic Communication Personal interactions, business deals,

telephone interviews

Written communication Reports, proposals, memos, letters,

emails
• Communication not only facilitates the managerial functions but also relates an enterprise to its external environment.
• Purpose and Function of Communication
Planning Organizing Staffing Leading Controlling

Communications

External Environment
» Customers
» Suppliers
» Stockholders
» Government
» Community
» Others
 A Communication Process Model
Feedback

Thought Encoding Transmission Reception Decoding

Understanding of message

Sender Receiver

Noise
Essentials of Communication
1) Clarity
2) Purpose
3) Assessment of communication measure
4) Consult
5) Be mindful of the content of the message
6) Convey other things rather than only command
7) Follow up your communication
8) Establish a rapport
9) Action supports communication
10) Seek to understand before you get understood
Barriers or Noise Inhibiting Communication

• 1) Lack of Planning
• 2) Unclarified Assumptions
• 3) Semantic Distortion
• 4)Poorly expressed messages
• 5) Loss by poor transmission and poor retention
• 6) Poor listening and premature Evaluation
• 7) Impersonal Communication
• 8) Distrust, thrust and fear
• 9) Insufficient period for adjustment to change
• 10) Information Overload
 The 7 C’s of Communication
1. Courtesy: refers to decorum of speaking;
politeness
2. Clarity: refers to clarity of thought and
expression
3. Conciseness: refers to brevity – use of
minimum words
4. Concreteness: refers to bring specific and
definite; avoid being vague.
 The 7 C’s of Communication
5. Correctness Strive for accuracy, in information as well as
mechanics (spelling, grammar, etc.). If your writing contains errors
your credibility is harmed, and it becomes difficult to establish the
level of goodwill needed in order to reach your reader.
6. Consideration Give careful thought and attention to your
audience in order to build goodwill. In many cases, your readership
will be made up of many individuals with varying backgrounds and
knowledge-bases.
7. Completeness Write your message in a way that allows the
individual parts (words, sentences, paragraphs, etc.) to contribute to
the whole. Organize information logically, grouping like-
information together, and utilizing headers or strong transitions to
help your reader easily understand your message.
THANK YOU!