Communication is an exchange of

feelings, ideas, and information,

whether by speaking, writing,
signals, or behaviors.
Definition of Communication from Merriam-
Webster Dictionary

• to convey knowledge of or information

• to reveal by clear signs
• to transmit information, thought, or
feeling so that it is satisfactorily
received or understood
 When does it happen?

• When a person sends or receives

information, ideas and feelings
with others not only using spoken
or written communication but also
nonverbal communication.
Communication is more than information!

Communication is more
than merely keeping the
employees updated as to
what may be going on in
your organization or in the
company at large.
Real communication is far more than a few words strung
together and delivered to your employees.
 What level of communication?

The concept that communication is

the effective exchange of meaning or
understanding applies to both formal
and informal communication. It
applies to communication up, down
and across the organization.
 Who’s accountable?

Everyone in the organization is

accountable for the effectiveness
of their own communication. This
especially applies to those who
manage others.
Communication is not one way

It is important to remember that

communication with an employee is
not a matter of one sender and one
receiver, but rather an exchange in
which you and your employee are
both sender and receiver.

Boss
Boss Employee
Employee
Communication Channels (Media)

• Written/paper-based (books, newspapers, letters….)

• Verbal/spoken (radio, satellite, …)
• Electronic (e-mail,…)
• Image/visual (TV, Cinema,…)
 BUSINESS WRITTEN
COMMUNICATION SKILLS
Communication skills

• Many people think that just because they

are not professional speakers or on the
front lines of customer service, they don't
have to develop good communication
skills.
• Even computer programmers and graphic
designers, who spend much of their time
working independently on their
computers, must attain a professional level
of communication in order to succeed.
Contd….
• Once you realize how much you actually
communicate with others in your company
or external customers, you'll understand why
it is so important to go through
communication skills training and build the
highest level of skill possible.
Written communication
• Even if you don’t talk to others in your
organization very much, you probably write
to them often.
• It could be daily e-mails updating everyone
on the status of a project.
• It may be the company news letter you write.
Contd…
• Having clear written communication skills is
necessary for success in today's business
world. 
• You need to be able to communicate your
ideas to a diverse audience while
maintaining a high level of professionalism.
Contd…
• This means that your writing needs to be free
of errors in grammar, spelling, punctuation,
word usage, and style.
• Written communication training programs
also exist to ensure that professionals have
the tools necessary to develop better writing
skills.
Ten Rules of Written Business
Communication
• Know what you want to say before
you say it
• Keep it simple
• Use bullet points
• WIIFM(What’s In It For Me)
• Don't get bogged down
Contd…
• Call to action
• Edit
• Spell check
• Take 5 before hitting send
• Follow up
ESSENTIALS OF GOOD WRITTEN COMMUNICATION

· It must be legible
· It must be carefully planned
· It should be easily
understood by the reader.
 Contd…
• Follow correct language usage proper
grammar and correct punctuation
• Gather information, arrange logically and
ensure proper mental focus
• Editing i.e. re- reading , spell and grammar
check and rewriting is also necessary
4 C’s of Communication
• Clear
• Concise
• Complete
• Clear
First C: Writing CLEARLY

• Be clear and specific and not vague

• Eliminate ambiguity
• Avoid unclear pronoun references
 Second C: Writing CONCISELY
• Eliminate unnecessary words
• Don’t create long, complex sentences
• Include only relevant facts
• Organize your thoughts
• Be specific
 Third C: writing COMPLETELY
• Use the 5 W’s and an H
• Make a checklist of all the important points
• Empathize with the reader
• Give something extra when appropriate
 Fourth C: writing CORRECTLY

• One of the best ways to accurately

convey your ideas in writing is to choose
the correct words.
• People in organizations typically spend over 75% of their
time communicating.

• Effective communication is an essential component of

organizational success at all levels.
• Numerous employee surveys have found that many
problems in any organization can be traced back to one
primary cause: poor communication.
 Poor communication results in poor
performance

When there is poor communication in an

organization, there can be any number
of negative outcomes, including errors,
productivity declines, distrust, lower
morale, confusion, absenteeism, and
general dissatisfaction.
 Important skill for bosses

As a boss, you are constantly advising,

informing, explaining, discussing,
reviewing, counseling, guiding,
suggesting, persuading, convincing,
coaching, humoring, and responding.
 Noise

Sender
Sender
Start Communication
Receiver
Receiver
Startwith
withaa Communication
meaning/
meaning/ Channels
message
message Channels Receive
Receivemessage
messagetotosend
send Report/Phone/
message
Report/Phone/
Meeting/Computer
Encode Decode
Decodeand
Encode(verbal
Meeting/Computer and
(verbal Convert
and nonverbal)
and nonverbal) Convertto
to
Meaning
Meaning
Send
Sendmessage
message Feedback
Feedback Respond
Respond
Interact
Interactwith
with
feedback
feedback
Continuous process of
encoding and decoding
 Elements of Communication Process
Input. The sender has an
intention to communicate
with another person. This
intention makes up the
content of the message.
Channel. The message is
sent via a channel, which
can be made of a variety
Noise. The channel is
of materials. In acoustic
subjected to various sources
communication it consists
of noise. One example is
of air, in written
telephone communication,
communication of paper
where numerous secondary
or other writing materials.
sounds are audible.

Receiver. The receiver

Sender. The sender decodes the incoming Output. This is
encodes the message, message, or expression. the content
e.g. the idea of "piece Fields of Response. In the process, theHerelevance of aitcode
"translates" and thus decoded by the
of furniture to sit on."becomes obvious: The codes of the sender andthe
receives receiver
outputmust receiver.
Thus he gives have at least a certain set in common in order to make
expression to the communication work. That frame of reference is the sum of
content. experiences in the form of each person's knowledge, beliefs
and values. Our frame of reference is also greatly influenced
by the culture to which we belong. On the basis of that body of
personal knowledge, each member of the audience decodes
the message. As members of the audience differ, so will their
interpretations of what they hear.
 Elements of
Communication Process
• Sender: Initiate meaning, encode, send, interacts with
feedback.
• Message: the meaning that sender transmits (words, ideas,
body language, …)
– Encoding: put the meaning in codes including words,
voice and body language.
• Noise or Interference: Things which change the meaning
intended.
– Physical: external noise such as the car horns or the high
sound of radio. It also includes unpleasant smell, the
annoying weather, strong perfume smell or distracting
behavior of the speaker.
– Mental: In the human mind, mental models impact or
block the meaning of the message.
– Linguistic: the different interpretations of words.
– Technical: noise in communication channels such as
telephone or GSM.
 Elements of
Communication Process
• Channel: The medium by which the message is
transmitted. Normal channels include sound and light
waves. Other channels include books, newspapers,
magazines, movies, radio and TV broadcast, cassettes,
photos, phones and computers.
• Receiver: Analyzes and translates it to meaning. He
basically receives message, decodes and responds.
– Decoding: Since the message contains codes (verbal
and nonverbal), every receiver will interprets and
translates it based on his background and previous
experiences.
• Feedback: The response that receiver sends to the
sender. It shows if the message has been received and
understood as intended to be.
 Communication Types

• Intrapersonal Communication: It is the thinking

that precedes the communication or the
communication with self. It includes the internal
voice, retrieval and storage of information, and
problem solving.
• Interpersonal Communication: It happens when
two people or more communicate in an informal
way to exchange information or build
relationships.
• Public Communication: In group communication,
the message is sent from one person (speaker) to
a group of people (listeners). This type is called
lectures.
 Contd…
• Mass Media Communication: It happens
through electronic means such as radio, TV,
Internet and books. (little or no feedback or
interaction)
• Intercultural Communication: Culture is the
collection of values, habits and verbal &
nonverbal coding that a group of people have
in common. This communication happens
when one person or more communicates with
another from different culture.
 Communication Characteristics
• Continuous process.
• Complete system.
• Interactive, timely and ever-changing.
• Mostly irreversible.
• Intentional or unintentional.
• Multi-directional.
 Communication Misconceptions
• Communication will solve all problems: It may result in creating
new problems.
• More communication is better: more negative communication will
result in more negative results. Quality is more important than
quantity.
• Communication is always positive: It may be positive or negative.
• Words carry meanings: nonverbal communication will carry most of
the meanings.
• Communication is natural ability: You can develop and sharpen
communication skills.
Non-verbal communication or face and body
language constitutes
93% of message
Non-verbal communication is
two-way communication
 Tactile (Physical)

• This involves the use of touch to

impart meaning as in a handshake, a
pat on the back or an arm around
the shoulder.
The use of gestures, movements, material
things and space can clarify or confuse the
meaning of verbal communication.
 What is Active Listening?

• Good communication is a
two-way street, a
process of give and take
between individuals.
 Developing Active Listening Skills

• There are a number of situations

when you need to solicit good
information from others; these
situations include:
– interviewing candidates
– solving work problems
– seeking to help an employee
on work performance
– finding out reasons for
performance discrepancies.
 Developing Active Listening Skills

• When you initiate conversations with employees,

greet them personally and listen sincerely.
• Ask friendly questions, such as "How's the family?"
and "What's going on with you?" Listen for hidden
messages in words and actions.
• The speaker may not want to say certain things out
of fear of a negative reaction. Be aware of the other
person's body language and tone of voice. Attend to
non-verbal cues, body language, not just words;
listen between the lines .
 Developing Active Listening Skills

• Look at the person; listen openly and with empathy.

• State your position openly; be specific, not global
• Respond in an interested way that shows you understand
the problem and the employee's concern
• Use multiple techniques to fully comprehend (ask,
repeat, rephrase, etc.).
• Ask the other person for as much detail as he/she can
provide; paraphrase what the other is saying to make
sure you understand it and check for understanding. Ask
the other for his views or suggestions
 Miscommunication happens!

• The key point is that everything you do

during the communication process is
sending a message to your employees.
• As a result, there are countless
opportunities for miscommunication and
confusion, particularly as the messages
go through your employees’ filter
mechanisms.
 Types of Barriers

• Interpersonal Barriers
• Organizational Barriers
 Interpersonal barriers
• Perception and perceptual selection
processes
• Semantics (language)
• Channel selection
• Inconsistent verbal and nonverbal
communication.
 Organizational Barriers

• Physical distractions
• Information overload
• Time pressure
• Technical and in-group language
• Status differences
• Task and organization structure
requirements
• Absence of formal communication channels
 Organizational Barriers
Physical distractions
• Physical distractions in organizations include
interruptions, noise, and equipment
breakdowns. The reality of organizational life
is that at best we can try to minimize
distractions instead of eliminating them
altogether.
 A Fact
Communication skills and effectiveness
can be improved

The following Slides show some

recommendations on
 Have a Clear Message

• your message should be

clear in your own mind
before you ever send it. If
your thinking is a little
vague, or if your
objectives are rather
sketchy, that is exactly
how your message will be
communicated and
received.
 Understand Your Employees

• The fact is that your employees have a vast array of

motivations, expectations, values, and styles that need to be
recognized if you want to communicate effectively with
them.
• By understanding as much as possible about your
employees, you can then select the best style, channel,
vocabulary, volume, sentence structure, content, format,
and timing to communicate successfully with them.
 Getting out of the e-mail box

Some bosses tend to rely excessively on e-mail,

with some believing that once they have sent a
particular message, the communication process is
complete.

This is merely one-way communication of the most limited

form, because matters of intonation, volume, pace, and
inflection are missing.
 Getting out of the e-mail box

E-mail can be very helpful and

productive for transmitting specific
facts or data

but all sorts of problems can arise

when the issues are even slightly
complex, and that describes most
business issues today.
Why?

Because e-mail is one-dimensional and

lacks so many of the elements present in
face-to-face communication, there is a
tremendous potential for conflict and
confusion. The main reason is that
neither the sender nor the receiver picks
up sufficient cues to really know what the
other is trying to say. As a result, even the
most basic e-mail communication has the
potential to quickly escalate into a war of
words.
 Don’t Be Defensive

• A major source of problem in communication is

defensiveness.
• Effective communicators are aware that defensiveness is a
typical response in a work situation especially when
negative information or criticism is involved.
• Be aware that defensiveness is common, particularly with
subordinates when you are dealing with a problem. Try to
make adjustments to compensate for the likely
defensiveness.
Learn When It's Better to Keep
Quiet
 Training should be provided

• Training in effective communication should

always be available to team leaders,
supervisors and managers.
• Communication materials and support
should be provided to managers, supervisors
and team leaders as appropriate.
THANK YOU