MODULE 1

INTRODUCTION TO
COMMUNICATION
 What is Communication?
• The word “Communication”(derived from
Latin word ‘communicare’=to make
common) is used in common talk, usually,
to mean speaking or writing or sending a
message to another person. It is much
more than that.
• Communication is the process of passing
information from one person to another.
The purpose of communication
understands of information. Whatever one
wants to say to someone should be clearly
understood by him else the very purpose
of the communication would be defeated.
 DEFINITION
• According to McFarland communication is, “a process of
meaningful interaction among human beings. More
specifically, it is the process by which meanings are
perceived and understandings are reached among human
beings.”
• According to Keith Davis, “Communication is a process of
passing information and understanding from one person
to another”.
• According to The American Management Association,
“Communication is any behavior that results in an
exchange of meaning”.
 Purpose of Communication
• Flow of Information
• Coordination
• Learning Management Skills
• Preparing People to Accept Change
• Developing Good Human Relations
• Ideas of Subordinates Encouraged
 Process of Communication

• Noise

• Information • Encodi • Decodi • Destination

source ng • Chan ng
proces nel proces
s s

• Feedback
 Information Source
• The communication process begins with the information
source. The sender has some raw information. His
intentions changes that information into message to be
communicated. The source of a message therefore ,is
the information source of the communication process.
• A manager sending a message to employees assumes
they will be receptive. While direct mail advertisers
assume that receives will give only a quick glance to
their message.
• Ability to accurately predict how a message will affect its
receiver and skill in adapting that message to its receiver
are key factors in successful communication.
 Encoding Process
The next step in the communication process
involves encoding. This means converting the
idea into words or gestures that will convey
meaning.
• A major problem in communicating any
message verbally is that words have different
meanings for different people.
• When misunderstanding results from missed
meanings, it’s called bypassing
 Channel
The medium over which the message is physically
transmitted is the channel. Messages may be delivered
by computer , telephone , letter ,
memorandum ,report , announcements, picture ,
spoken words , Fax, Cell phone, pager.
• Communication channel delivers both verbal and
nonverbal messages, senders must choose the channel
and shape the message carefully.
• A company may use its Annual report as a channel to
deliver many messages to stockholders/ Share holders.
 Decoding Message
• The individual for whom the message is intended is the
receiver.
• Translating the message from its symbol form into meaning
involves decoding.
• Only when the receiver understands the meaning intended
by the sender – that is, successfully decodes the message.
• Decoding can be disrupted internally by the receivers lack
of attention to or bias against the sender.
• It can be disrupted externally by loud sounds or illegible
words.
 Feedback
• The verbal and nonverbal responses of the receiver create
feedback, a vital part of the communication process.
• Feedback helps the sender know that the message was
received and understood.
• If , as a receiver, you hear the message “ how are you”,
your feedback might consist of words (“I’m fine”) or body
language ( a smile or a wave of the hand )
• Sender can improve feedback by timing the delivery
appropriately and by providing only as much information
as the receiver can handle.
 Process of Communication
• An organizations policy to be circulated among all employees through
• Ideation
news bulletin

• Encoder • The editor /person who writes the policy

• The content (policy details ) and the words/ pictures used

• Message
to convey the policy to the employees

• Channel • The medium – in this case the news bulletin

• Receiver • The audience of the message – for whom the policy is intended
and who read the bulletin

• Employee’s reaction to the policy communicated

• Feedback
 Characteristics of Communication
• Communication is unintentional as well as
intentional.
• Communication is a dynamic process.
• Communication is systematic
• Communication is both interaction and
transaction.
 7 C ’s of Communication
• There are 7 C’s of effective communication which are
applicable to both written as well as oral communication.
These are as follows:
1. Completeness
2. Conciseness
3. Consideration
4. Clarity
5. Concreteness
6. Courtesy
7. Correctness
 Completeness
The communication must be complete. It should convey all facts required by the
audience. The sender of the message must take into consideration the
receiver’s mind set and convey the message accordingly. A complete
communication has following features:

• Complete communication develops and enhances reputation of an organization.

• Moreover, they are cost saving as no crucial information is missing and no
additional cost is incurred in conveying extra message if the communication is
complete.
• A complete communication always gives additional information wherever
required. It leaves no questions in the mind of receiver.
• Complete communication helps in better decision-making by the
audience/readers/receivers of message as they get all desired and crucial
information.
• It persuades the audience.
 Conciseness
• Conciseness means wordiness, i.e, communicating what you want
to convey in least possible words without forgoing the other C’s of
communication. Conciseness is a necessity for effective
communication. Concise communication has following features:
• It is both time-saving as well as cost-saving.
• It underlines and highlights the main message as it avoids using
excessive and needless words.
• Concise communication provides short and essential message in
limited words to the audience.
• Concise message is more appealing and comprehensible to the
audience.
• Concise message is non-repetitive in nature
 Consideration
• Consideration implies “stepping into the shoes of
others”.
• Effective communication must take the audience
into consideration, i.e, the audience’s view points,
background, mind-set, education level, etc.
• Make an attempt to envisage your audience, their
requirements, emotions as well as problems.
• Ensure that the self-respect of the audience is
maintained and their emotions are not at harm.
Cont…
• Emphasize on “you” approach.
• Empathize with the audience and exhibit
interest in the audience. This will stimulate a
positive reaction from the audience.
• Show optimism towards your audience.
Emphasize on “what is possible” rather than
“what is impossible”. Lay stress on positive
words such as jovial, committed, thanks, warm,
healthy, help, etc.
 Clarity
• Clarity implies emphasizing on a specific message
or goal at a time, rather than trying to achieve
too much at once.
Clarity in communication has following features:
1. It makes understanding easier.
2. Complete clarity of thoughts and ideas
enhances the meaning of message.
3. Clear message makes use of exact, appropriate
and concrete words.
 Concreteness
• Concrete communication implies being particular
and clear rather than fuzzy and general.
• Concreteness strengthens the confidence.
Concrete message has following features:
1. It is supported with specific facts and figures.
2. It makes use of words that are clear and that
build the reputation.
3. Concrete messages are not misinterpreted.
 Courtesy
• Courtesy in message implies the message should show the
sender’s expression as well as should respect the receiver.
• The sender of the message should be sincerely polite,
judicious, reflective and enthusiastic.
• Courteous message has following features:
1. Courtesy implies taking into consideration both viewpoints
as well as feelings of the receiver of the message.
2. Courteous message is positive and focused at the audience.
3. It makes use of terms showing respect for the receiver of
message.
4. It is not at all biased.
 Correctness
• Correctness in communication implies that there are no
grammatical errors in communication.
Correct communication has following features:
1. The message is exact, correct and well-timed.
2. If the communication is correct, it boosts up the confidence
level.
3. Correct message has greater impact on the audience/readers.
4. It checks for the precision and accurateness of facts and
figures used in the message.
5. It makes use of appropriate and correct language in the
message.
Dimensions of Communication
Directions of Communication

Vertical Horizontal Diagonal Grapevine

Downward

Upward
 Formal communication
• It is described as ‘the main line of the organizations
operational communication’
• It is governed by managers or people of top position
in an organization.
• Formal communication includes reports, records or
any other message that provides working information
to several other parts of the organization.
• Messages, orders, directions flowing up and down in
the hierarchical system, letters, advertising and
publicity material , sales presentations that go out to
the public are all included in the formal
communication.
 Formal Communication - Advantages
• Very effective- as this is sent along the official route it
becomes more effective and authentic.
• Covers all branches: it covers all its branches /offices spread
out far and near. It hardly happens that a message has failed
to reach.
• Information screened: Since formal communication strictly
adheres to formalities messages are screened and sent.
• Consolidation and satisfaction: since the managers exercise
control over the subordinates, there is consolidation in the
organization. People holding managerial positions are
satisfied as no message goes out without their knowledge.
Formal Communication - Disadvantages
• No free flow – communication has to flow through
the prescribed route as such its free flow is
obstructed.
• Time consuming : Since this sort of communication
travels through the prescribed route it tends to be
more rigid and slow as such it is time consuming.
• Distorted information: The message passes through
several levels and it is most likely that the screening
of the message leads to distortion along the route.
 Informal Communication
• Informal communication widely known as grapevine.
• This channel is not controlled by an organization.
• People who create and operate therein are its
controllers.
There are four types of informal communication.
1. Single Thread
2. Gossip wheel
3. Probability chain
4. Cluster
 Single Thread
T • In a single strand chain
message passes on from
one to another.
S
• The information flows
through a long line of
R persons till it reaches the
receiver.
• The message thus conveyed
Q
is never accurate since
individual interpretation
O
varies from one receiver to
another.
M
 Gossip Wheel
• It is in the form of a
E wheel.
• One individual receives
H D
the information, tells
every other individual.
• Such gossip is usually on
M
G C subjects not related to
the job – off job gossip

F B

A
 Probability Chain
•The Communication in the
probability chain passes at
random following the law
V
of probability
R U
•The persons here transmit
N
S
information from one to
M another.
T
•Such a chain exists where
Q
O the information though not
P significant is interesting.
 Cluster Chain
1. In a cluster chain M communicates
Q W with the most trusted in the chain
M
and he in turn transmits to the
selected persons.
V
P
2. Normally only a few persons
termed as ‘liaison’ individuals
U transmit the information they have
N O obtained and then they share it
with the most trusted ones.
3. Cluster chain is the most
dominating grapevine
R S T
communication.
 Downward Communication
• Vertical Communication may flow downward or upward.
• Downward communication is the most traditional way of
communication.
• This is based on the assumption that the top level
people in an organization have the authority to
communicate with the people working at lower levels.
• Both oral and written messages can be sent through
downward communication e.g. circulars , notices,
orders, and telephone.
Purpose of Downward Communication
• To give specific instructions to the subordinates.
• To explain the schemes, policies, programmes to
the subordinates.
• To maintain the structure of authority.
• To inform ,congratulating the subordinates on
their performance or achievements.
• To make clear the role of the employee in the
organization.
 Upward Communication
• When the communication is made to flow from
the lower levels to the higher levels it is called
upward or upstream communication.
• This sort of communication is more participative
in nature as the subordinates are made to involve
in sending suggestions, grievances, complaints,
appeal etc from lower levels to the higher level.
• Today managers encourage upward
communication
 Purpose of Upward Communication
• The managers can receive useful hints about the
understanding of the policies, procedures
instructed by the managers.
• The employees feel a sense of satisfaction of
being heard by the superiors.
• Employee give novel ideas and suggestions which
can help the organization to perform effectively.
• This makes the employees work hard as they feel
their suggestions and ideas are considered by the
manager.
Horizontal (Diagonal ) Communication

Production

Purchase Sales

Accounts Public Relations

Administration
 Horizontal (Diagonal ) Communication

• It is also known as lateral communication.

• It takes place between persons ,operating at
the same level or working under the same
executive.
• It may be oral or written.
• Doubts can be clarified at once and feedback
is immediate.
• There is a team work with healthy discussion.
 Horizontal (Diagonal ) Communication
Advantage
• Mutual trust and understanding
• No status barriers
• Helps to coordinate and cooperate with
different departments
 Horizontal (Diagonal ) Communication
Disadvantage
• Ego problem
• Managers may fear that they may become too
friendly and pose a threat to the authority.
• Each individual being of equal rank none may
take initiative.
 Verbal Communication

Oral Written

One-on-one conversations Memorandums

Meetings Letters

Phone calls Email

Presentations Reports

Videoconferences Miscellaneous

39
Advantages of Oral Communication
• Quick feedback.
• Economy of time – fast communication
• Personal touch.
• Provides flexibility – opportunity to clarify and
correct by changing tone, pitch, voice and
body language.
• Understanding- reactions of the audience.
 Disadvantages of Oral Communication

• Lack of retention – spoken word is easily

forgotten.
• No legal validity.
• Misunderstanding- poor vocal expression,
unorganized message led to
misunderstanding.
• Lengthy message
 Advantage of written Communication
• Provides records – permanent record for future
reference, decisions-making and planning.
• More accurate – they are carefully drafted they
are authentic, accurate and precise.
• More economical- they can be distributed to as
many members as possible at a relatively lower
cost.
• Legal evidence.
Disadvantage of written Communication

• No personal touch – they are more formal in

nature. Hence they lack personal touch.
• Delay in feedback – the sender cannot get
immediate feedback from the receiver.
• Expensive – storing cost, postage etc..
• Time consumption – since one has to put the
message in writing , a lot of time is wasted.
 Cont…
• Intrapersonal Communication: It is communicating to oneself in
one’s own mind.
• Interpersonal Communication: Is an exchange of information
between two or more people. It is also an area of study. Related
skills are learned and can be improved. During interpersonal
communication there is message sending and message receiving.
• Group Communication : It can be among small or large groups,
like an organization, club or classroom, in which all individuals
retain their individual identity.
• Mass communication : It occurs when the message is sent to large
groups of people, for example, by newspaper, radio, or television.
In this process , each person becomes a faceless individual with
almost no opportunity for personal response or feedback.
 Cont..
• Verbal communication: It is communicating with words,
written or spoken. Verbal communication consists of
speaking, listening, writing, reading, and thinking.
• Non- Verbal Communication : It includes using of pictures,
signs, gestures, and facial expressions for exchanging
information between persons. It is done through sign
language, action language, or object language.
• Meta Communication : it is about speaker's choice of
words unintentionally communicates something more
than what the actual words state. Ex : a flattering remark
like “ I’ve never seen you so smartly dressed”
 Non – Verbal Communication
• While oral communication thrives on listening and the
written communication thrives on reading, the non-
verbal communication thrives on observation.
• Non-verbal communication may take any of the following
forms – body language, gestures, postures, appearance,
codes, signs and signals, facial expressions, etc,.
• The greatest merit of non-verbal communication is that it
has a universal appeal. Unlike both oral and written
communication, which depend on a particular language,
non-verbal communication can reach across to people of
different regions, irrespective of the language they speak.
 Visual Communication
• Visual communication is effected
through pictures, graphs and charts,
as well as through signs, signals and
symbols.
• It is also useful in reaching out to an
illiterate target group. It can be used
in addressing groups of people who
do not understand the language of
the communicator.
• As the saying goes, ‘A picture is worth
more than a thousand words’.
• The channels and instruments of
visual communication include
hoardings, films, transparencies,
floppies and projectors.
 Audio-Visual Communication
• This is an extremely sophisticated method of communication.
• It involves demonstrations and presentations through various audio-
visual aids.
• Audio-visual communication is an effective blend of both verbal and
visual communication.
• Audio-visual communications are highly skill oriented.
• They are preplanned, developed with care and are often delivered
at formal and structured sessions.
• Audio-visual communication is gainfully used in training colleges as
also in seminars and workshops.
• Advertisements on television channels are another example of
audio-visual communication.
 Signs, Signals and Symbols
• A sign is a mark traced on a surface or an object with a view to
indicate a particular meaning.
• It may be a piece of paper, wood or metal that has writing or a
picture on it and which gives out information, instruction or warning.
• It may also be a gesture, a movement or a sound to convey
something specific.
• Some examples are
• Priests and elders convey their blessings by placing their hands on
the heads of people bowing to them. (sign of blessing)
• A player raises two of his fingers in a V sign after a game. (sign of
victory)
• A teacher puts her finger on her lips in a nursery class. (sign that
says, ‘keep silent’)
 Signals
• A signal is a sound or a movement that people make to
give others information, instruction or warning.
• A signal is also understood as an indication that
something exists or something is about to happen.
• We are familiar with the use of a danger signal and a
green signal. Similarly, there are traffic signals and radio
signals, signal that you are turning right, etc,.
• A sign is something that we find or see whereas a signal
is generally used for something that is done intentionally
and suggests that some action be taken in response.
 Symbol
• A symbol refers to a manner of representation
of ideas.
• Symbols often use the power of association to
convey a specific meaning.
• A symbol is also understood as a person, an
object or an event that represents a more
general quality or situation.
• Use of logo, symbol of purity, status symbol
 Barriers in Communication
• Semantic Barriers
• Physical Barriers
• Language Barriers
• Psychological Barriers
• Mechanical Barriers
 Semantic Barriers
• Semantics is the science of meaning. It is
contrasted with phonetics, the science of
sounds.
• The barrier is related to the process of coding
and decoding the message.
• There are various disruptions in understanding
of the meanings of the words and information
exchanged in the communication process.
 Types of Semantic Barriers
• Words having similar pronunciation but multiple
meaning.
• These words are known as Homophones
 Sight/site/cite
 Buy/bye/by
 The bandage was wound around the wound.
 He could lead if he could lead out.
 Close the window before the bee gets too close
• Technical Jargons
 Physical Barriers
• Noise: Noise is any disturbance which occurs in the transmission
process. In face to face conversation without a microphone, the
air may be disturbed by noise in the
environment such as traffic, factory work, a typewriter clattering
away in a nearby office and people talking, and so on.
• Defects in the medium: Defects in the devices used for
transmitting communication are external and usually not in the
control of the sender or receiver. The telephone, the postal
system, the courier service or even the electronic media may fail
or break down.
 Language Barriers
• The inability to communicate using a language is
known as language barrier to communication.
• Language barriers are the most common
communication barriers which cause
misunderstandings and misinterpretations between
people.
• Difference in language is the most obvious barrier to
communication as two people speaking two different
languages cannot communicate with each other.
 Psychological Barriers
• Psychological states of communicators (senders
and receivers) influence their attitude towards
communication, thus limiting their ability to
communicate effectively.
• Every person has a unique mind. In order for the
communication to be effective, everyone
involved in the process must trust each other.
• Lack of attention
• Poor retention
 Mechanical Barriers
• A mechanical barrier of communication is
caused by a flaw in the machinery or
instruments used to convey the message.
• Outdated machines and equipment may
produce excessive noise leading to physical
barriers in communication.
Overcoming the Barriers in Communication

• Fostering good relationship

• Purposeful and well focused communication
• Coordination between superior and
subordinates
• Avoid technical language
• Accuracy
• Clarity in message
• Proper communication channels