COMMUNICATION

&
INTERPERSONAL
SKILLS
PRESENTED BY:
KHUSHBOO JAIN
KIRTI GOYAL
MEENAKSHI

1
 COMMUNICATION
 The word communication has been
derived from the latin word communis
which means common.
 Besides commonality , communication
involves the concept of transfer ,
meaning and information.
 It is used as a process which involves
various elements through which two
or more persons share meanings
among themselves .

2
 DEFINITIONS
 According to Hudson,”communication in its
simplest form is conveying of information
from one person to another”.
 According to Allen ,” communication is the
sum of all things one person does when
he wants to create understanding in the
mind of another. It is a bridge of
meaning. It involves a systematic and
continuous process of telling , listening
and understanding”.
3
 NATURE OF
COMMUNICATION
1. Communication involves two parties, one who
transmits and one who receives the message.
2. The two parties must have ability to convey and
listen to what the sender has to communicate.
3. Communication includes sending the message
and also receiving the response to the message.
4. The message may be conveyed verbally, in
writing, by means of signs, gestures or
symbols.
5. Communication is a continuous process . It
pervades the entire organisation.

4
NEED FOR COMMUNICATION
1. Adequate & timely communication helps
managers, discharge their functions of planning,
organising, staffing, directing & controlling.
2. Effective communication ensures willing
cooperation of others.
3. A good communication system, communicating
quality information contributes positively to the
quality of decisions.
4. Communication by flowing information
throughout the organisation maintains
coordination of activities across the departments.
5. Effective communication helps in moulding &
building up employee morale.

5
 ELEMENTS OF
COMMUNICATION PROCESS
It contains seven elements:
 Sender
 Message
 Encoding
 Channel
 Receiver
 Decoding
 Feedback
6
 SENDER
Sender of the message is the person who contacts
other persons with the objective of passing the
message.
 The organisational position of the sender
determines the direction of communication in the
organisation.
 A message flowing from a superior to a
subordinate is known as downward
communication.
 Message flowing from subordinate to superior is
known as upward communication.
 Message flowing from one person to another
working at same hierarchical level is known as
horizontal communication.
7
 MESSAGE
Message is the subject matter of the
communication which is intended to
be passed to the receiver from the
sender.
 Message may be in the form of
ideas, opinions, feelings, views,
orders, suggestions etc.

8
 ENCODING
Since the subject matter of
communication are abstract and
intangible, their transmission
requires the use of certain symbols
such as words, pictures, gestures
and other body language.
 The process of converting the

message into meaningful symbols is

known as encoding.
9
 CHANNEL
Channel is a medium through which a
communication message travels. Channel
is the link that connects the
communicator & the receiver.
 It is of two types:
1. verbal communication: face-to-face, use
of telephone, use of memorandum,
notice, circulars, statements etc.
2. Non –verbal communication: like signals,
symbols, gestures etc.

10
 RECEIVER
Receiver is the person to whom
message is sent.
 The communication process is

incomplete without the existence of

receiver of message.
 He may be a superior, a subordinate,

a peer, or any other person in the

organisation.
11
 DECODING
Translating the sender’s message by
the receiver is called decoding. It is
the process by which the receiver
draws meaning from the symbols
encoded by the sender.
 Decoding must be meaningful so that

the receiver understands the

message in the sense which is
intended by the sender.
12
 FEEDBACK
The actual response of the receiver to
the message communicated to him is
termed as feedback.
 Feedback is a system that helps in

understanding whether the system is

working properly or not.
 It is treated as an energising factor

thereby changing the course of

action in the communication process.
13
 TWO-WAY COMMUNICATION
 It is commented that “management is a two-
way traffic; it is based on an effective
machinery of communication”.
 Two-way communication is better than one way
communication in the following respects:
1. Two-way communication is more accurate than
one-way communication. The feedback allows
the sender to refine his communication so that
becomes precise & accurate.
2. Receiver’s self confidence is higher in two-way
communication as he permitted to seek
clarification from the sender.

14
 CHANNELS OF
COMMUNICATION
The channel is the medium or path
through which the message travels.
 It is of three types:
1. Based on relationship
2. Based on direction of flow &
3. Based on method used.

15
 BASED ON RELATIONSHIP
 It may be of two broad types:
1. Formal communication: the channels of
communication established by the
management are called ‘formal
communication’. It derives its support
from scalar chain of organisation.
2. Informal communication: communication
which takes place on the basis of
informal or social relations among people
in an organisation is known as ‘informal
communication’.
16
BASED ON DIRECTION OF FLOW
These are of four types:
1. Horizontal communication: it takes place between
peers. In other words, it refers to transmission of
information among positions of the same-level.
2. Upward communication: communication flows
from lower-level employees to higher-level
employees, it is called upward communication.
3. Downward communication: it shows the flow of
information from higher level to lower-level
employees.
4. Diagonal communication: it refers to flow of
messages between persons who are in positions
at different levels of hierarchy & also in different
departments.
17
 BASED ON METHOD USED
It is of three types:
1. Verbal communication: when message is
conveyed orally, it is termed as ‘verbal
communication’.
2. Written communication: communication
that takes place between people in
written form is called ‘written
communication’.
3. Gestural communication: when the
message transmitted through some
gestures, it is called ‘gestural
communication.
18
 ORAL COMMUNICATION
 Words are the most common symbols of
communication.
 Many employees spends more than 50

percent of their time in some form of oral

communication.
 In this, both the parties to the

communication process- sender & receiver

– exchange their idea through oral words.
Examples :face-to-face communication or
through telephone etc.

19
 WRITTEN COMMUNICATION
 It is used in diaries, suggestion-
systems.
 It is in the form of letters, circulars,
notes, manuals, house magazines,
etc.
Examples : instant written communication .

20
PICTORIAL COMMUNICATION
 It may be either non-verbal in the
form of gestures or pictures including
graphs & diagrams.
 Most of times it is used with

communication through words, these

can be used exclusively.
Examples : in news telecast for deafs,
they expresses by fingers and other
parts of body.
21
COMMUNICATION NETWORK
 Communication networks, then, are
these network lines or channels
used to pass information serially
from one person to another.
 While a network is a structured
fabric of organisation.
 These are of two types:
1. Formal channel
2. Informal channel.
22
 FORMAL CHANNEL
 It is the deliberately created, officially
prescribed path for flow of communication
between various positions in the organisation.
 Five types:
1. Single chain: it exists between a superior & his
subordinate. Communication flows downward or
upward through each successive level. It is time
consuming.
2. Wheel: all the subordinates under one superior
communication through him only as he is the
hub of the wheel. Drawback: problem of
coordination.

23
 CONT………
3.Circular : in this the communication moves
in a circle. each person can communicate
with adjoining two persons.
4.Free – flow : in this, each person can
communicate with others freely. here,
communication flow is fast. Drawback:
problem of coordination.
5.Inverted V : an individual is allowed to
communicate with his immediate superior
as well as his superior’s superior.

24
 INFORMAL CHANNEL OR
GRAPEVINE
 It’s information tends to be oral.
 It follows different types of networks.
 It is of four types:
1. Single strand: in this, the individual
communicates with other individuals through
intervening persons.
2. Gossip : in this, individual communicates non
selectively.
3. Probability : the individual communicates
randomly with other individuals according to
law of probability.
4. Cluster : the individual communicates with only
those individuals whom he trusts.
25
BARRIERS TO COMMUNICATION
 These are the factors that come in
the way of effective communication.
 These are of five types :
1. Filtering barrier
2. Language barrier
3. Physical separation barrier
4. Status barrier &
5. Emotional barrier.

26