Unit of competency lead workplace

communication
What is communication
 communication is the process of exchanging
information in the form of messages, symbols,
thoughts, signs, and opinions.
 These means of communication are used for

transferring information from one entity to the

other, and always involve a sender and
receiver.
Elements of commmunication
 Sender: The person who desires to convey the
message is known as sender.
 Message: It is a subject matter of any

communication. It may involve any fact, idea,

opinion or information.
 Receiver: The person who receives the message is
called receiver or receiver is the person to whom
the particular message is sent by the transmitter.
Cont…
 Channel: is a way of transmitting the information
for something.
 E.g. pc to pc network conection
Types of communication
 There are 4 types of communication:-
 1. Verbal communication is an act of
conveying messages, ideas, or feelings
through the use of mouth. Verbal
communication is the main way of
communicating face-to-face.
 Among the key components of the verbal

communication are words, sound, speaking,

and language.
Cont…
2. Nonverbal Communication has been defined
as communication without words.
It includes apparent behaviors such as facial
expressions, eyes, touching, and tone of voice,
as well as less obvious messages such
as dress, posture and spatial distance between
two or more people.
Cont…
 3. Written communication is the medium through
which the message of the sender is conveyed with
the help of written words.
 Letters, personal journals, e-mails, reports,
articles, and memos are some forms of written
communication
Cont..
4. Visual communication This form of
communication involves the visual display of
information, wherein the message is understood or
expressed with the help of visual aids.
For example movies or video and designs help the
viewer understand the message visually.
Purpose of Communication
 For instruction: The instructive function unvarying
and importantly deals with the commanding nature.
 It is more or less of directive nature. Under this, the
communicator transmits with necessary directives and
guidance to the next level, so as to enable them to
accomplish his particular tasks.
 In this, instructions basically flow from top to the
lower level.
 Purpose of Communication

 For integration: It is consolidated function under

which integration of activities is attempt.
 The integration function of communication mainly
involves to bring about inter-relationship among the
various functions of the business organization.
 It helps in the unification of different management
functions.
 Purpose of Communication

 For information: The purposes or function of

communication in an organization is to inform the
individual or group about the particular task or
company policies and procedures etc.
 Top management informs policies to the lower level
through the middle level.
 In turn, the lower level informs the top level the
reaction through the middle level.
 Information can flow vertically, horizontally and
diagonally across the organization.
 Purpose of Communication

 For evaluation: Examination of activities to form

an idea or judgment of the worth of task is
achieved through communication.
 Communication is a tool to appraise the individual
or team, their contribution to the organization.
Evaluating one’s own inputs or other’s outputs or
some ideological scheme demands an adequate and
effective communication process.
 Purpose of Communication

 For direction: Communication is necessary to

issue directions by the top management or manager
to the lower level.
 Employee can perform better when he is directed
by his senior(higher ranking position).
 Directing others may be communicated either
orally or in writing.
 An order may be common order, request order or
implied order(indirect).
 Purpose of Communication

 For teaching: The importance of personal safety

on the job has been greatly recognized.
 A complete communication process is required to
teach and educate workers about personal safety on
the jobs.
 This communication helps the workers to
avert(prevent) accidents, risk etc. and avoid cost,
procedures etc.
 Purpose of Communication

 For influencing: A complete communication

process is necessary in influencing others or being
influenced.
 The individual having potential to influence others
can easily persuade others.
 It implies the provision of feedback, which tells
the effect of communication.
 Purpose of Communication

 For image building: A business enterprise cannot

isolate from the rest of the society.
 There is interrelationship and interdependence
between the society and an enterprise operating in
the society.
 Goodwill and confidence are necessarily created
among the public.
 It can be done by the communication with the
different media, which has to project the image of
the firm in the society.
 Interpersonal Communication

 Interpersonal Communication
 Interpersonal communication involves the
transmission and reception of verbal and nonverbal
messages between two people.
 The basic purpose of interpersonal communication
is to transmit ideas, thoughts, or information to
someone else so that you are understood and so that
you understand the response.
 Interpersonal Communication

 Within an organization information flow from

individual to individual in face-to-face and group
settings.
 Such flows are termed as interpersonal
communications.
 In addition to providing the needed information,
interpersonal communication also influences how
people feel about the organization.
 Interpersonal Communication

 Interpersonal styles - Interpersonal style refers to

the way in which an individual prefers to relate to
others.
 The fact that much of the relationship among people
involves communication indicates the importance of
interpersonal style.
 To better understand the interpersonal styles, let us
begin by recognizing that information is held by
oneself and by others but each of us doesn’t know
that information.
 Interpersonal Communication

 The Blind spot - This is a situation where relevant

information is known to others but not the self.
 Blind spot constitutes a handicap for the self since one
can hardly understand the behaviors, decisions, and
potentials of others without the information on which
these are based.
 Others have the advantage of knowing their own
reactions, feelings, perceptions, and so forth while the
self is unaware of these.
 Consequently, interpersonal relationship and
communication suffer.
 Interpersonal Communication

 The Façade -In this region, the information is

known to the self but unknown to others.
 As a result the self may react to present a false
front or facade out of fear, desire for power, or
whatever reason.
 The facade, like the blind spot, diminishes the
arena and reduces the possibility of effective
communication.
 Interpersonal Communication

 The Unknown - This region constitutes that portion

of the relationship where relevant information is not
known by the self or by other parties.
 It is often stated. "I don't understand them, and they
don't understand me." It is easy to see that
interpersonal communication will be poor under such
circumstances.
 This kind of situation often occurs in organizations
when individuals in different specialties must
communicate to coordinate what they do.
 Social informal communication

 The exchange of informal messages usually takes

place on the occasion of community meals, social
occasions, parties, etc.
 On such occasions, the superiors gather such
information from their subordinates as may be
difficult to get through formal communication.
 Such communication includes comments,
suggestions,
Types of Business communication

 Presentations - very popular method of

communication in all types of organizations, usually
involving audiovisual material, like copies of reports,
or material prepared in Microsoft PowerPoint or
Adobe Flash;
 Face-to-face meetings- which are personal and
should be succeeded by a written follow-up
 Methods of communication

 The standard methods of communication are speaking or

writing by a sender and listening or reading the receiver.
 Most communication is oral, with one party speaking and
others listening.
 As part of communications requirements analysis, a
manager will determine which communication method is
best to use to ensure effective communications.
 There are three general communication methods of
communications, as follows.
 Written communication skills

 Written communication has several advantages. First, it provides a

record for referral and follow‐up. Second, written communication is
an inexpensive means of providing identical messages to a large
number of people.
 The major limitation of written communication is that the sender
does not know how or if the communication is received unless a
reply is required.
 Advantages of written communication

 Easy presentation of complex matter: Written

communication is the best way to represent any
complex matter easily and attractively.
 Permanent record: The documents of written
communication act as a permanent record. When it is
needed, important information can be easily collected
from the preserved documents.
 Prevention of wastage of time and money: Written
communication prevents the waste of money and time.
Without meeting with each other the communicator
and communicate can exchange their views.
 Advantages of written communication

 Accurate presentation: Through the documents of the

written communication top executive can present the
information more accurately and clearly. As it is a legal
document everybody takes much care does draft it.
 Use as a reference: If it is needed, written communication
can be used as future reference.
 Delegation of authority: Written communication can
help the authority to delegate the power and authority to the
subordinate. It is quite impossible to delegate power without a
written document.
 Effective communication: Written communication helps to
make communication effective. It is more dependable and
effective than those of other forms of communication.
 Advantages of written communication

 Controlling tool: Written communication can help to

control the organizational activity. The written
document may be used as a tool for controlling.
 Disadvantages of written communication

 Expensive: Written communication is

comparatively expensive. For this communication
paper, pen, ink, typewriter, computer and a large
number of employees are needed.
 Time consuming: Written communication takes
time to communicate with others. It is a time
consuming media. It costs the valuable time of both
the writer and the reader.
 Disadvantages of written communication

 Lack of flexibility: Since writing documents cannot be

changed easily at any time. Lack of flexibility is one of
the most important limitations of written
communication.
 Delay in response: It takes much time to get a response
from the message receiver; prompt response is not
possible in case of written communication that is
possible in oral communication.
 Delay in decision making: Written communication
takes much time to communicate with all the parties
concerned. So the decision maker cannot take decisions
quickly.
 Disadvantages of written communication

 Cost in record keeping: It is very difficult and expensive

to keep all the records in written communication.
 Complex words: Sometimes the writer uses complex
words in writing a message. It becomes difficult to
meaning out to the reader. So the objectives of the
communication may lose.
 Lack of direct relation: If there is no direct relation
between the writer and the reader, writer communication
cannot help to establish a direct relation between them.
 Advantages of oral communication

 Time saving: When action is required to be taken

immediately it is best to transmit a message orally. If the
executives work load is high then they stop writhing and
by oral instructions they complete their message
transmission and released their work load and also it
saves time.
 Cost savings: Cost is involved in any communication.
When the communication is needed within the
organization and if it and is completed in orally, it has
not needed any paper, pen or stamp or computer. So it
saves the money of the organization.
 Advantages of oral communication

 More powerful: Speech is a more powerful means

of persuasion and control. Therefore executives
often prefer to transmit messages orally.
 Immediate feedback: The speaker can get
immediate feedback on whether it is creating a
favorable impression on the receiver or whether the
receiver will protest or not.
 Advantages of oral communication

 A relationship develops: Oral communication is mostly

carried out helps to promote friendly relations between
the parties communicating with each other.
 Flexibility: By the demand of the situations oral
instructions can be changed easily and for these cases
maintain the formalities are not necessary.
 So it is very much flexible and effective.
 Easiness: It is so easy method of communication.
 It needs little preparation to send a message.
 No need of pens, pencils and other writing equipment’s
which are needed in written communication.
 Advantages of oral communication

 Correction of errors: If any error is expressed at

the time of oral communication. It was possible to
rectify at that time or within a very short time.
 Motivation: In oral communication system, top
executives and sub ordinates staff can sit face-to-
face and exchange their views directly, so sub-
ordinates are motivated day by day.
 Maintaining secrecy: Interested parties of oral
communication can maintain the secrecy of
messages easily.
 Disadvantages of oral communication

No record: In oral communication, messages are difficult to

record. So it is impossible to preserve the message for future.
Distortion of the word: If distortion of the word occurs in
oral communication then main goals of the organization may
be ignored.
Inaccuracy: There is very possibility of inaccurate messages
to reach the destination. So, the reverse result of expected
plan may be occurred.
Limited use: The scope of usage of oral communication is
limited. It is not suitable for lengthy messages. It should be
sued for short message.
 Organizational Communication

Org communication provides the basis for understanding

virtually (almost) every human process that occurs in
organizations using organizational management.
Management can be defined as a process of working
with and through others to achieve organizational
goals through effective and efficient utilization of
resources by using sound planning, organizing
staffing, directing and controlling system.
 Organizational Communication

Planning: is the process of establishing goals and

suitable course of action for achieving those goals.
Organizing: refers to the assigning of tasks
developed during planning to various individuals or
groups within the organization.
Staffing: is one of management functions aimed at
obtaining of people with appropriate skills,
abilities, knowledge and experience to fill jobs in
the work organization.
 Organizational Communication

Leading: is the process of directing and influencing

the task related activities of group members or an
entire organization. Leading involves directing,
influencing, and motivating employees to perform
essential tasks
Controlling: is the process of ensuring that actual
activities conform to planned activities
 Selected appropriate Communication Methods

 Non verbal gestures

 Verbal
 Face to face
 Two way &one way
 Speaking to groups
 Using telephone
 Written
 Using Internet
 Cell phone
 The end

Thank you for attention!