Concept and

Nature of 
UNIT ONE Communication
 Communication is a skill that you can
 Brian Tracy  learn. It's like riding a bicycle or typing. If
American  Canadian you're willing to work at it, you can rapidly
Motivational speaker. improve the quality of every part of your
life. 
What is Communication ?
Julia Scherba de Valenzuela, (Ph.D.)

Any act by which one person gives to or receives from another

person information about that person's needs, desires,
perception, knowledge or affective states. Communication may
be intentional or unintentional, may involve conventional or
unconventional signals, may take linguistic or non-linguistic
forms, and may occur through spoken or other modes.  
 "For managers in the organization,
the ability to express oneself is
perhaps the most important of all
the skills a person can possess."
Communication in
Business.
"The most important thing about
communication is to hear what
isn't being said." Peter Drucker
American Austrian Educator
 Base for Action. 

Planning becomes easy. 

Means of co-ordination. 

Importance of Helps you to think better. 

Communication
Provides effective leadership.

Gives you self-esteem. 

Makes peaceful communities. 

 Two – way process. 

Dynamic process. 

Continuous process.

Nature of A means, not an end. 

Communication Systematic

Intentional as well as unintentional 

Motivation for enhanced performance

Builds better understanding, interpersonal relationship, networking,

collaboration and increases listening ability. 
The Three V's of
Communication 
 Process of Communication
ONE-WAY COMMUNICATION PROCESS  TWO-WAY COMMUNICATION PROCESS 
(Transmitter)  (Transmitter) 

      IDEA        IDEA 

Encoding Encoding

FEEDBACK
   MESSAGE     MESSAGE 
Medium  Medium 

  RECEIVED    RECEIVED 
  MESSAGE    MESSAGE 

Decoding Decoding
    IDEA      IDEA 
(Receiver) (Receiver) 
Objectives of Business 
Communication
( of Information & of Persuasion)
Downward  Upward
Communication Communication Horizontal Communication

• Instructions  • Request  • Exchange of

• Orders • Application  Information
• Education and Training  • Appeal  • Requests 
• Motivation  • Demand  • Discussion 
• Raising Morale  • Representation  • Advice 
• Counselling  • Complaints  • Co-ordination 
• Advice  • Suggestion  • Conflict Resolution 
• Persuasion  • Problem Solving 
• Warning  • Social and
• Appreciation  Emotional Support
 External Internal
Communication Communication
   

Formal
Outward
Channels 
CHANNELS OF
COMMUNICATION Downward 
Vertical • Higher authorities to
Inward
Communication   Lower authorities

Upward
• From subordinates to
• Informal Channels Horizontal or supervisors
• Grapevine Lateral
Communication
Barriers to Communication 
Physical Socio-Psychological
Barriers  Barriers  Organizational Barriers
• Moods
• Time 
• Attitudes 
• Place  Cross Cultural Barriers 
• Status Block 
• Space
• Resistance to change  • Diversity of Cultures
• Climate 
• Self – Image 
• Noise 
• Poor Communication skills 
• Choice of Medium 
• State of Health 
• Closed mind 
Semantic & Language barriers 
• Resistance to Change 
• Varied connotative meanings
• Defensiveness
 Fostering good relationships (All levels)

Right feedback/Periodical Reviews

Avoid technical languages 

Overcoming Accuracy/Clarity in message 

Minimize semantic problems 

Barriers  Organization policies 

Proper communication channels 

Division of Labour 

Flat organizational structure 

Health Centres/Recreational Centres/Gymnasiums/Compulsory Vacations.

Seven C's of COMPLETENESS CONCISENESS  CONSIDERATION  CLARITY

effective
communication.
CONCRETENESS COURTESY  CORRECTNESS