Definition

Communication is……

“a symbolic process in which people create

shared meanings.”
(From Lustig, Myron W., and Jolene Koester. Intercultural Competence. 2 . Ed.
nd

New York: Harper-Collins, 1966. P.29)

Definition
 Definition
Communication is……
…..the process by which a person, group, or
organization (the sender) transmits some type
of information (the message to another person,
group, or organization (the receiver).
 Definition
Communication is……

…..a process of interrelated elements working

together to achieve a desired outcome or goal.
 Definition
Communication is…the exchange of information
between a sender and receiver and the inference of
meaning between the individuals involved
From these definitions, we can see that

1. Communication is symbolic.
2. Communication is a process.
3. Communication involves shared meanings.
4. Communication aims at understanding of a
message.
Basic Nature Specific facts, data, statements, figures, units of a larger
knowledge structure.
Examples Reports of observations of phenomena; a weather report;
computer data file; bank balance, indexes; home addresses;
names; labels; phone numbers; email addresses; names, labels,
phone numbers, radio and TV newscasts; newspaper wire reports
Notes on Sender is assumed by the receiver to be an accurate source.
Sender Sender may be an information “broker,” such as a newspaper,
library, banks, telephone “hotline.” Reward can be mainly money;
sender can be in the “information business
Notes on Receiver is assumed to have a use for the information getting it
Receivers will be gratifying, sometimes economically so. Successful
receivers will know where to get information. Information can
satisfy a surveillance need.
Basic Nature Any communication that is attention-arousing and immediately
gratifying, mainly in a pleasurable way.
Examples Jokes; an absorbing motion picture where the story line is less
important than audience enjoyment; escape reading; prime-time
TV shows that are mainly arousal(“junk food TV”); computer
games.
Notes on Senders often are professionals who create entertainment for
Sender payment. Interpersonal communication, entertainment may be
used to “break the ice” or simply as a means of interpersonal
enjoyment. In large-group communication, entertainment may be
used to get initial attention.
Notes on Receivers often expect immediate gratifications, having paid
Receivers money for them. If a part of a serious communication, the
receiver sometimes appreciates entertainment to less tension.
Entertainment offers immediate pleasure and sometimes outright
escape.
Basic Nature Messages that teach basic skills, understandings, and insights.
Goes beyond facts to generations
Examples School lectures, textbooks, self-help books and articles;
educational computer programs; school in general; parent and
child interactions; or simply “learning from experience.”
“Management” partly involves instruction.
Notes on Sender is assumed to know the topic, often to be an expert.
Sender Gratification motivation is often economic (the sender is a
professional). Personal examples are parents, supervisors,
managers, usual authority figures.
Notes on Receiver is assumed to need the knowledge or know-how. May
Receivers often purchase it. Sometimes is not gratified until a sense of
understanding is gained. The receiver may hold the sender
responsible for accuracy. With understanding comes gratification.
This can include social or cultural understanding.
Basic Nature Messages aimed at influencing belief or behavior. May include
many combinations of other communication functions. The key
material of persuasion is an appeal to personal motives. But
motives may differ widely between sender and receiver.
Examples Most advertising; important interpersonal communication;
political speeches; sales pitches; arguments; debates; inspirational
editorials or speeches.
Notes on Sender seeks gratification in the attitudes or behavior of another;
Sender must anticipate motivational strategies, be skilled in audience or
personal research.
Notes on Receiver may not be aware of being persuaded. Has many
Receivers alternatives for reactions but may not use them. Gratifications
will come only from satisfaction of this person’s own motives.
Receivers may carry out the prescribed behavior and gratify the
persuader but not feel gratified themselves.
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Basic Nature Messages provide shared experience and knowledge; create a
base for community
Examples Town newspapers; community radio; national media; mass media

Notes on News reporters, broadcasters; might not be thinking how their

Sender work creates a common identity among the audience. The
importance of mass media in binding people into nationhood is
clear in every revolution and coup d'état: the leaders try to take
over national media systems right away.
Notes on Reading a newspaper, and listening to the radio give the
Receivers audience a common basis of information; thus contributing to
social cohesion
 Barriers Communication
• Physical disabilities such as hearing problems or speech difficulties.
• Physical barriers to non-verbal communication.
• Language differences and the difficulty in understanding unfamiliar
accents.
• Expectations and prejudices which may lead to false assumptions or
stereotyping. People often hear what they expect to hear rather than what
is actually said and jump to incorrect conclusions.
• Cultural differences. The norms of social interaction vary greatly in
different cultures, as do the way in which emotions are expressed. For
example, the concept of personal space varies between cultures and
between different social settings.
 Barriers Communication
• Some common barriers to effective communication include:
• The use of jargon, over-complicated or unfamiliar terms.
• Emotional barriers and taboos.
• Lack of attention, interest, distractions, or irrelevance to the receiver.
• Differences in perception and viewpoint.
 Effective communication
• Principles of effective communication
• Principle of clarity: the beginning of all
communication is some message. The message
must be as clear as possible. No ambiguity
should creep into it. The message can be
conveyed properly only if it has been clearly
formulated in the mind of the communicator.
 Effective communication
• Principle of objective: the communicator must
know clearly the purpose of communication
before actually transmitting the message. The
objective may be to obtain information, give
information, initiate action, and change another
person’s attitude and so on. If the purpose of
communication is clear it will help in the choice
of mode of communication.
 Effective communication
• Principle of understanding the receiver:
understanding is the main aim of any communication. The
communication must crate proper understanding in the mind
of the receiver. Thus according to Killian, “communication with
an awareness of the total physical and human setting in which
the information will be received. Picture the place of work;
determine the receptivity and understanding levels of the
receivers; be aware of social climate and customs; question the
information’s timeliness. Ask what, when and in what manner
you would like to be communicated with if you were in the
similar environment and position.
 Effective communication
• Principle of consistency: the message to be
communicated should be consistent with plans,
policies, programs and goals of the enterprise.
The message should not be conflicting with
previous communications. It should not crate
confusion and chaos in the organization.
 Effective communication
• Principle of completeness: the message to be
communicated must be adequate and
complete, otherwise it will be misunderstood
by the receiver. Inadequate communication
delayed action, poor public relations affects the
efficiency of the parties to communication.
 Effective communication
• Principle of feedback: this principle calls for
communication a two-way process and providing
opportunity for suggestion and criticism. Since the
receiver is to accept and carry out the instructions, his
reactions must be known to the sender of message.
The latter must consider the suggestion and criticism
of the receiver of information. But feedback principle
is often given a back seat by most managers, which
defeats the very purpose of communication.
 Effective communication
• Principle of time: information should be
communicated at the right time. The
communicator must consider the timing of
communication so that the desired response is
created in the minds of the receivers.
 At the organizational level…
• Following are the main communication barriers:
• Perceptual and Language Differences: Perception is generally how each individual interprets
the world around him. All generally want to receive messages which are significant to them.
But any message which is against their values is not accepted. A same event may be taken
differently by different individuals. For example : A person is on leave for a month due to
personal reasons (family member being critical). The HR Manager might be in confusion
whether to retain that employee or not, the immediate manager might think of replacement
because his teams productivity is being hampered, the family members might take him as an
emotional support.
• The linguistic differences also lead to communication breakdown. Same word may mean
different to different individuals. For example: consider a word “value”.
– What is the value of this Laptop?
– I value our relation?
– What is the value of learning technical skills?
• “Value” means different in different sentences. Communication breakdown occurs if there is
wrong perception by the receiver.
 At the organizational level…
• Information Overload: Managers are surrounded with a pool of information. It is essential to
control this information flow else the information is likely to be misinterpreted or forgotten or
overlooked. As a result communication is less effective.
• Inattention: At times we just not listen, but only hear. For example a traveler may pay attention to
one “NO PARKING” sign, but if such sign is put all over the city, he no longer listens to it. Thus,
repetitive messages should be ignored for effective communication. Similarly if a superior is
engrossed in his paper work and his subordinate explains him his problem, the superior may not
get what he is saying and it leads to disappointment of subordinate.
• Time Pressures: Often in organization the targets have to be achieved within a specified time
period, the failure of which has adverse consequences. In a haste to meet deadlines, the formal
channels of communication are shortened, or messages are partially given, i.e., not completely
transferred. Thus sufficient time should be given for effective communication.
• Distraction/Noise: Communication is also affected a lot by noise to distractions. Physical
distractions are also there such as, poor lightning, uncomfortable sitting, unhygienic room also
affects communication in a meeting. Similarly use of loud speakers interferes with communication.
 At the organizational level…
• Emotions: Emotional state at a particular point of time also affects
communication. If the receiver feels that communicator is angry he interprets
that the information being sent is very bad. While he takes it differently if the
communicator is happy and jovial (in that case the message is interpreted to
be good and interesting).
• Complexity in Organizational Structure: Greater the hierarchy in an
organization (i.e. more the number of managerial levels), more is the chances
of communication getting destroyed. Only the people at the top level can see
the overall picture while the people at low level just have knowledge about
their own area and a little knowledge about other areas.
• Poor retention: Human memory cannot function beyond a limit. One cant
always retain what is being told specially if he is not interested or not
attentive. This leads to communication breakdown.
Role and importance...