Concept of Communication

Need for Effective Communication

 How Business environment has changed over a

period of time?
 Concept of Globalization
 Intercultural sensitivity, Diverse teams, Cross
cultural working environments
 Leadership skills (requirement and role of
communication skills in it)
 Communication and culture of an Organization.
 Communication

 The aim of communication is the transference and

understanding of information between two or more
people.

 Communication must always be between two or

more people, one the sender and the other receiver.
You participate in both roles and your role will change
alternatively and frequently in conversation.
Communication: Some Definitions

 Communication is a process of transfer, exchange,

sharing of ideas, thoughts, feelings etc. in such a way
that the mental picture envisioned by the sender is
the same as that perceived by the receiver.

 It is the reciprocal stimulation and response between

individuals, and makes social as well as professional
interaction possible.
 Successful Communication

 The process of communication is successful only

when the receiver understands the meaning in the
same form as it was conceived by the sender as it is
the message that travels, not the meaning.
The Communication Process
Basic Model
 The Communication Process
Basic Model

1.1.
Sender
Sender
has
hasidea
idea
(Ideation)
(Ideation)
 The Communication Process
Basic Model

1.1.
Sender
Sender
has
hasidea
idea
(Ideation)
(Ideation)
 The Communication Process
Basic Model

2.2.
1.1.
Sender
Sender
Sender
Sender encodes
encodes
has
hasidea
idea idea
ideain
in
message
message
(encoding)
(encoding)
 The Communication Process
Basic Model

1.1. 2.2.
Sender
Sender Sender
Sender
has
hasidea
idea encodes
encodes
idea
ideain
in
message
message
 The Communication Process
Basic Model

1.1. 2.2. 3.3.

Sender
Sender Sender
Sender Message
Message
has
hasidea
idea encodes
encodes travels
travels
idea
ideain
in over
over
message
message channel
channel
 The Communication Process
Basic Model

1.1. 2.2. 3.3.

Sender
Sender Sender
Sender Message
Message
has
hasidea
idea encodes
encodes travels
travels
idea
ideain
in over
over
message
message channel
channel
 The Communication Process
Basic Model

2.2.
1.1. 3.3. 4.4.
Sender
Sender
Sender
Sender Message
Message Receiver
Receiver
encodes
encodes
has
hasidea
idea travels
travels decodes
decodes
idea
ideain
in over
over message
message
message
message channel
channel (decoding)
(decoding)
(encoding)
(encoding)
 The Communication Process
Basic Model

1.1. 2.2. 3.3. 4.4.

Sender
Sender Sender
Sender Message
Message Receiver
Receiver
has
hasidea
idea encodes
encodes travels
travels decodes
decodes
idea
ideain
in over
over message
message
message
message channel
channel
 The Communication Process
Basic Model

5.
5.
Feedback
Feedbacktravels
travels
to
tosender
sender

1.1. 2.2. 3.3. 4.4.

Sender
Sender Sender
Sender Message
Message Receiver
Receiver
has
hasidea
idea encodes
encodes travels
travels decodes
decodes
idea
ideain
in over
over message
message
message
message channel
channel
 The Communication Process
Basic Model

5.
5.
Feedback
Feedbacktravels
travels
to
tosender
sender

1.1. 2.2. 3.3. 4.4.

Sender
Sender Sender
Sender Message
Message Receiver
Receiver
has
hasidea
idea encodes
encodes travels
travels decodes
decodes
idea
ideain
in over
over message
message
message
message channel
channel
 The Communication Process
Basic Model

5.
5.
Feedback
Feedbacktravels
travels
to
tosender
sender

1.1. 2.2. 3.3. 4.4.

Sender
Sender Sender
Sender Message
Message Receiver
Receiver
has
hasidea
idea encodes
encodes travels
travels decodes
decodes
idea
ideain
in over
over message
message
message
message channel
channel
 The Communication Process
Basic Model

5.
5.
Feedback
Feedbacktravels
travels
to
tosender
sender

1.1. 2.2. 3.3. 4.4.

Sender
Sender Sender
Sender Message
Message Receiver
Receiver
has
hasidea
idea encodes
encodes travels
travels decodes
decodes
idea
ideain
in over
over message
message
message
message channel
channel

6.6.
Possible
Possibleadditional
additional
feedback
feedbackto
toreceiver
receiver
 The Communication Process
Basic Model

5.
5.
Feedback
Feedbacktravels
travels
to
tosender
sender

1.1. 2.2. 3.3. 4.4.

Sender
Sender Sender
Sender Message
Message Receiver
Receiver
has
hasidea
idea encodes
encodes travels
travels decodes
decodes
idea
ideain
in over
over message
message
message
message channel
channel

6.6.
Possible
Possibleadditional
additional
feedback
feedbackto
toreceiver
receiver
 Why communication in an
Organization?

 Importance of communication for Internal

functioning of an organization by:

 Influencing behavior and attitude by persuasion

 Encouragement

 Integration of managerial functions

 Feedback

 We may say that communication has occurred only

when the message has been understood.

 Understanding occurs in the mind of the receiver.

 Feedback is critical to ensure that accurate

understanding of the message has occurred.
 Feedback at the Workplace

 Feedback: Denotation and connotation

 Constructive Feedback: Improve the current situation
with the right tone
 Destructive Feedback: Derogatory and does more
damage than good
 E.g. This report is useless and will not serve any purpose.
 This report can be modified with better clarity and we need to
work on the content.
Consider while giving feedback

 Avoid giving bitter feedback directly

 E.g. Your performance at work has been very poor this year.
 Your performance needs improvement from this year.

 Look at the areas that can be improved upon

 Do not highlight the negative areas too much
 Do not settle your personal scores while giving feedback
 When forced to give a certain kind of feedback, explain your
limitation
 Take your time to give feedback
Consider while receiving feedback

 Listen and be open to receive feedback

 Avoid giving justification as much as possible
 Focus on the key areas where you can improve
 You may choose to ignore some of the feedback
given
 Exercise for Students

 You are made to observe (only) a group of twenty

people whom you do not know.
 Find out four categories of people on the basis of
your observation only:
1.Staying aloof in corners, not initiating a discussion.
2. Overtly energetic, talking to every person
3. Small groups
4. Elegantly dressed up, sober, not overenthusiastic, maintaining
fair distance
 Whom would you like to talk after the observation
and why?
 Which category would you strongly like to avoid
and why?
 Barriers to Communication

 Sender Oriented Barriers

 Receiver Oriented Barriers
 Verbal and non verbal barriers
 Cross Cultural Barriers
 Physical Barriers
 Sender Oriented Barriers
 Differences in perceptions and Halo Effect
 Frame of references and attitude
 Emotional excesses
 Allness and closemindedness
 Slanting
 Premature evaluation/pre-conceived notions/inferences
 Interpersonal relationships
Verbal and non verbal barriers

 Language
 Semantics-related to words and their use
 E.g. Homophones (buy-bye), Homonyms (noun bear-
bear verb), homograph (lead, lead)
 Poor vocabulary
 Roundabout verbiage
 Punctuation and grammar
 Body Language
 Cross Cultural Barriers

 Cultural values
 Hierarchy
 Personal Space
 Individuality
 Physical and other Barriers

 Noise
 Filters
 Failure of Communication channels
 Receiver’s Barriers

 Misunderstandings
 Lack of interest
 Physical and psychological distractions
 Listener’s bias
 Inability to comprehend
 The seven C’s

 When We talk about “ Effective Communication”

one thing that comes in mind, what are the basic
principles of “effective communication” .
 These principles tells us how your message can
becomes effective for your target group,
 These principles also tell about style and
importance of the message.
 These principles commonly known as 7 C’s of
effective communication.
Seven C’s of Effective Communication

1. Completeness
2. Conciseness
3. Consideration
4. Concreteness
5. Clarity
6. Courtesy
7. Correctness
 Completeness
 Five W’s
 One way to make your message complete is to answer the five W’s.
 WHO?
 WHAT?
 WHEN?
 WHERE?
 WHY?
 The five question method is useful when you write requests,
announcements, or other informative messages.
 For instance, to order (request) merchandise, make clear WHAT you
want, WHEN u need it, WHERE it is to be sent.
 Completeness

 I will reach Delhi airport tomorrow.

 I will reach Delhi International Airport by Kingfisher
airlines at 8:00am on 25 February 2016.
 I did not hear from your company, after complaining to
the customer care twice.
 I had registered a complaint with the customer care (ref
nos) on 15 January 2016 and 16 January respectively. Can
you please let me know the status of the complaint?
 2) Conciseness

 Conciseness means “convey the message by using

fewest words”.

1.Avoid wordy expression

2.Include only relevant material
3.Avoid unnecessary repetition.
 Examples

 E.g. Wordy:- at this time.

Instead of “at this time” you can just use only a concise
word:- NOW .

Avoid long introduction, unnecessary explanation etc.

 Use pronouns or initials E.g.

Instead of world trade organization use WTO or You can
use IT for Information Technology.( keeping in views
that receiver knows about these terms)
 Examples
 We are pleased to inform you that the corrected bill that
you have sent has reached us and it looks better than the
previous one.
 We are pleased to have received your corrected bill.
 3) Consideration

 Consideration means – To consider the receiver’s

Interest/Intention.
 It is very important in effective communication while
writing a message you should always keep in mind your
target group
 Three specific ways to indicate
consideration
i-Focus on “you” instead of “I” or “We”
ii-Show audience benefit or interest of the receiver
iii-Emphasize positive, pleasant facts.
Using “you” helps you, but over use lead a negative
reaction.
We attitude
I am delighted to announce that we will extend shopping
hours to make shopping more enjoyable and longer...

You attitude
“You will be able to shop in the evening with the extended
hours.”
Readers may react positively when benefit are shown to
them.
Always try to address his/her need and want.
 4) Concreteness

 It means that message should be specific instead of

general. Misunderstanding of words creates problems
for both parties (sender and receiver).
 when you talk to your client always use facts and
figures instead of generic or irrelevant information.
The following guidelines should help you to achieve the
Concreteness.
i- use specific facts and figures
ii-choose image building words
e.g
General
He is very intelligent student of class and stood first in the
class.
Concrete
Ali’s GPA in B.Sc Electrical Engineering 2k3-f session was
3.95/4.0, he stood first in his class.
Always write on a very solid ground. It should definitely
create good image as well.
 Clarity

 You should always Choose precise words.

 Always choose familiar and easy words.
 Construct effective sentences and paragraphs.
 Clarity

 Example: I wanted to write you a quick note about

Daniel, who’s working in your office. He is a great
asset, and I’d like to talk to you more about him when
you have time.
 I am writing you about Daniel Kirk, from your IT
department. In recent weeks, he’s helped the
department through several pressing deadlines. I
want to talk to you about using his skills in other
departments whenever you have time.
In business communication always use precise words
rather longer statements.
If you have a choice between long words and shorter one,
always use shorter one.
You should try your level best to use familiar/easy to
understand words so that your reader will quickly
understand it
 Courtesy

 Be aware of the receiver.

True courtesy involves being aware not only of the
perspective of others, but also their feelings. Courtesy
stems from a sincere you-attitude.
 It is not merely politeness with mechanical insertions of
“please” and “Thank you” .
 Although applying socially accepted manners is a form of
courtesy , it is politeness that grows out respect and
concern for others.
Courteous communicators generate a special tone in their
writing and speaking.
Tactless, Blunt More Tactful
Stupid letter; I can’t understand
I should understand it, as there
is no confusing word in this
letter, could you please explain
it once again ..?

Its your fault, you did not Sometimes my wording is not

properly read my latest FAX precise; will you please have
another look at it for better
understanding?
Thoughtfulness and Appreciation
Writers who send cordial, courteous messages of deserved
congratulations and appreciation (to a person inside & outside) help
to build goodwill. The value of goodwill or public esteem for the firm
may be worth thousands of dollars.
 7) Correctness
At the core of correctness is proper grammar,
punctuation and spelling.

o Use the right level of language

o Check the accuracy of figures, facts and words
o Maintain acceptable writing mechanics
Use the right Level of Language
There are three levels of language
1. Formal
2. Informal
3. Substandard.
 Formal and Informal Words

Formal writing is often associated with scholarly writing:

doctoral dissertations, scholarly, legal documents, top-
level government agreements and other material where
formality is demanded.
Informal writing is more characteristic of business writing.
Here you use words that are short, well-known and
conversational as in this comparison list:
More Formal less formal
Participate Join
Endeavor try
Ascertain find out
Utilize use
Interrogate question
 Substandard Language
Avoid substandard language. Using correct
words, incorrect grammar, faulty pronunciation
all suggest as inability to use good English.
Some examples follow:
Substandard More Acceptable
Ain’t isn’t, aren’t
Can’t hardly can hardly
Aim to proving aim to prove
Desirous to desirous of
Stoled stolen
 Facts and Figures Accuracy
Check Accuracy of Facts, Figures and words
It is impossible to convey meaning precisely, through words, from the
head of the sender to a receiver. Our goal is to be as precise as
possible, which means checking and double-checking and double-
checking to ensure that the figures, facts and words you use are
correct.
“A good check of your data is to have another person read and comment
on the validity of the material”
Figures and facts
 Verify your statistical data
 Double-check your totals
 Have someone else read your message if the topic involves data.
 Determine whether a “fact” has changed over time
 Proper Use of Confusing Words !

Our Language (Any) is constantly changing. In fact, even dictionaries

can not keep up with rapid change in our language. the following
words often confusing in usage:

A, An use a before consonants and consonants

sounds or a long ” u” sound. Use an before
vowels.

Accept, except accept is a verb and means to

receive. except is a verb or a preposition and
relates to omitting or leaving out.

Anxious, eager Anxious implies worry, eager

conveys keen desire
 Public Speaking

 Body Language
 Grammar
 Intonation
 Pitch
 Non fluencies
 Eye Contact
 Conclusion
 Different Communication Styles &
How to Handle

 Dominant
 Passive
 Pessimist
 Optimist
 Advisers
 Diplomats
Advantages & Disadvantages of Oral
Communication
Advantages
 Effective for larger audience
 Time saving
 Immediate feedback
 Persuasion is easier
Disadvantages
 No proof
 Misunderstanding
 Not useful for long messages
 Not useful for distantly located people
Non Verbal Communication and Body
Language
Meaning of Body Language

 “What we say” is less important than “how we say it”.

 It is communication of
o Personal feelings
o Emotions
o Attitudes
o Thoughts
Through body movements
 Characteristics

 Can not be avoided

 May mean differently to diff people
 Vary between different cultures
 May be intentional/ unintentional
 Maybe beneficial or harmful
 Forms of Nonverbal
Communication
 Kinesics
 Unintentional Body Movements
 Facial expressions
 Body movements
 Body postures
 Eye contact
 Proxemics/Space Distance
 Time Language
 Paralanguage
 Haptics
 Occulesics
 Artifacts
UNINTENTIONAL BODY MOVEMENTS

 Blinking
 Blushing
 Cowering
 Cringing
 Trembling
 Weeping
Proxemics/Space Distance
Intimate: Very close

Intimate Zone Personal: a few

inches to a few feet
X
Social: Few feet to
Personal several feet

Social

Public Public Zone: Varies

culture to culture
 Proxemics/Space Distance

 Meaning of word Space

 Intimate Zone: Home and family
 Personal Zone: Business gatherings, social functions
parties and friends’ get together. (distance: Couple of inches
to feet)
 Social Zone: Strangers/occassional visitors. (few feet to
several feet)
 Public Zone: Most professional communication. Distance:
culture specific.
Conversation Distance

Greeting Each Other

Paralanguage/Para linguistics (Acoustic
Features)

 Voice - the following points need to be taken

care of in the use of your voice.
 Pitch variation
 Speaking speed (too fast/too slow)
 Pause (timing)
 Non fluencies (repetition, uh.., um..)
 Volume variation
 Proper word stress.
 Chronemics

 Study of the use of time in Non-Verbal Communication.

 Involves how we perceive, value, structure and react to
time.
 Role across cultures.
 Monochronic Time: one thing at a time.
 Polychronic Time: Several things at a time. (Fluidity)
 Relationships and culture roles
 Occulesics

 Too much eye contact: dominance, lack of respect,

threat, wish to insult
 Too little eye contact: not paying attention, impolite,
insincere, shyness

 Withdrawing eyes: signal of submission

 Tactilics/Haptics

 Touch, when used properly, may create feelings of

warmth and trust; when used improperly, touch may
cause annoyance and betray trust.
 Hierarchy is a consideration when using touch in the
U.S.: people who are older or higher rank may touch
those who are younger or of lower rank; equals may
touch each other.
 Double Handed Hand Shake

The intention of the double-handed handshake is to show sincerity, trust or depth of

feeling towards the receiver. Left hand is used to communicate the extra feeling that
the initiator wishes to transmit and its extent is related to the distance that the
initiator’s left hand is moved up the receiver’s right arm.

Elbow Grasp - The elbow grasp, transmits more feeling than the wrist hold, and
the shoulder hold.
In general, the wrist hold and the elbow grasp are acceptable only between close
friends or relatives and in these cases, the initiator’s left hand penetrates only the
receiver’s intimate zone.
 Shaking Hands

Glove Handshake
The politician’s handshake. The initiator tries to give the receiver the
impression that he is trustworthy and honest, but when this technique
is used on a person he has just met, it has the reverse effect. The
receiver feels suspicious and cautious about the initiator’s intentions.
The glove should only be used with people to whom the initiator is well-
known
 Artifacts

 Related to use of clothing and other artifacts as non

verbal codes
Common Gestures
Defensiveness
Nail Biting (nervousness)
Hand on Cheek (lost in thoughts)
Finger tapping/drumming(tired/impatient)
Touching nose(disbelief/doubt)
Brisk rubbing of Hands (excitement)
Steepling (control/authority)
Open palms (sincerity/openness)
Locked ankles(nervousness)
Chin stroking (evaluation)
 Hands behind head
(authority/confidence)
Lowered head (low confidence)
 Gesture Cluster
Interpreting Gesture Clusters
 Clusters: Combinations of gestures, that may be taken
to be reliable indicators of a person’s true feelings.

 Each gesture is dependent on the others, so analysis

of a person’s body language is based on a series of
signals to ensure that the body language clearly and
accurately understood.

 All the individual gestures fit together to project a

common, unified message.
 Common Gesture Clusters
AGGRESSIVE body language

 Invading personal space – too close

 Aggressive gesturing – finger pointing
 Standing ‘over’ someone
 Over firm handshake
 ‘Eye balling’ – out staring
 NERVOUS body language

 Nail biting
 Dry throat – swallowing / coughing
 Blushing – face/neck/chest
 Weak handshake
 Avoiding eye contact
 Common Gesture Clusters
Defensiveness:

People who are defensive usually have

 a rigid body,
 arms or legs tightly crossed,
 eyes glancing sideways or darting occasionaly.
 minimal eye contact
 lips pursed, fists clenched and downcast head
 INTERESTED body language

 Firm handshake
 Good eye contact
 On the same level
 Confident stance
 Showing interest – head nod / slight lean in
Common Gesture Clusters
Openness:

 Several gestures indicate

openness and sincerity.
 Open hands,
 unbuttoned coat or collar,
 leaning slightly forward in
the chair,
 removing coat or jacket,
 uncrossing arms and legs,
 moving closer.
 When people are proud of what they have
done, they usually show their hands quite
openly.
 When they are not often put their hands into
their pockets, or hide back
 When people show signals of openness that
means they are generally beginning very
comfortable in your presence which is good.
 Common Gesture Clusters
Defensiveness:

 People who are defensive usually have

 a rigid body,
 arms or legs tightly crossed,
 eyes glancing sideways or darting
occasionaly,
 minimal eye contact,
 lips pursed, fists clenched and downcast
head.
Common Gesture Clusters
Evaluation:
 Evaluation gestures say that the
other person is being thoughtful
or is considering what you are
saying. Sometimes in a friendly
way sometimes in an unfriendly
way.
 Typical evaluation gestures
include:
 tilted head,
 hand to cheek,
 leaning forward and
 chin stroking.
 Sometimes evaluation gestures take
on a critical aspect.
 The body is more drawn back.
 The hand is to the face but the chin
is in the palm of the hand with one
finger going up the cheek and the
other fingers positioned below the
mouth.
 This is generally an unfavorable
gesture.
 To gain time for evaluating the
situation people use cigarette
or pipe smoking habits,
removing eyeglasses.
 A final negative evaluation
gesture is dropping his
eyeglasses to the lower bridge
of noise and peering over
them.
 This gesture usually causes a
negative emotional
overreaction in other people.
 Suspicion, Secrecy, Rejection, and Doubt

 These negative emotions are

communicated typically by:
 Sideways glances
 Minimal or no eye contact
 Shifting the body away from the
speaker
 Touching or rubbing the nose.
Common Gesture Clusters
Nervousness

 Clearing one’s throat,

 Chain smoking.
 Covering the mouth with
hand,
 Tapping fingers.
 Whistling,
 Jingling pocket change,
 Fidgeting,
 Twitching lips or face.
Common Gesture Clusters
Boredom or Impatience

 These unproductive
feelings are usually
conveyed by the
 Drumming of fingers
 Cupping the head in the
palm of the hand,
 Foot swinging
 Brushing or picking a lint
 Looking at your watch or
the exit.
Common Gesture Clusters
Enthusiasm
 This is an emotion that you love to
see in other people and they in you.

 It is conveyed by
• A small upper or inward smile,
• Hands open and arms extended
outward,
• Eyes wide an alert,
• A lively and bouncy walk,
• A lively and well-modulated voice.
Johari Window
The Johari Window is a communication
model that can be used to improve
understanding between individuals.
Developed by Joseph Luft and Harry
Ingham (the word “Johari” comes from
Joseph Luft and Harry Ingham).
Two key ideas behind the tool:
Individualscan build trust between
themselves by disclosing information about
themselves.
They can learn about themselves and
come to terms with personal issues with the
help of feedback from others.
The four quadrants are:
Quadrant 1: Open Area
What is known by the person about
him/herself and is also known by
others.
Quadrant 2: Blind
Area
What is known by the
others about the person
but he/she is not aware.
Quadrant 3: Hidden or Avoided Area
What the person knows about
him/herself that others do not.
Quadrant 4: Unknown Area
What is unknown by the person about
him/herself and is also unknown by
others.
Key Points:
In most cases, the aim in groups should be to develop
the Open Area for every person.
Working in this area with others usually allows for
enhanced individual and team effectiveness and
productivity. The Open Area is the ‘space’ where good
communications and cooperation occur, free from
confusion, conflict and misunderstanding.
Self-disclosure is the process by which people
expand the Open Area vertically. Feedback is the
process by which people expand this area horizontally.
By encouraging healthy self-disclosure and sensitive
feedback, you can build a stronger and more effective
team.