INTRODUCTION

• The word “communication” is derived from the Latin word “communis”

• meaning “common”.

Definition: An exchange of facts, ideas, opinions or emotions by two or morev persons.- George Terry

Characteristics of successful communication

It is a continuous, ongoing process It is a two way process Acts as a basis for action It involves both information & knowledge A short-lived process Needs proper understanding Dispels misunderstanding

Role of Communication

achieve our objective in relationships,

decision makingRemarks / words like ‘sorry’, ‘I did not

know otherwise’, indicates communication failures

Importance of communication

Smooth workingHelps in decision makingMaintained industrial peaceCoordinate work flowDevelop relationshipIncrease in productivityAnticipate problems

Process of communication

Noise

Sender Message/ channel

Feedback

ReceiverEncoding Decoding

PRINCIPLES OF EFFECTIVE COMMUNICATIONOr

7 Cs of Effective Communication

CorrectnessCourtesyCandidness / Consideration / CredibilityClarityConcisenessConcretenessCompleteness

CORRECTNESS

Use correct language in terms of grammar, spelling and usage

Avoid negative connation, incorrect language

Maintain neat appearance, proper layout

COURTESY

Requests have to be made politely

Should say things assertively and not aggressively

Avoid irritating words / sentences

CONSIDERATION

respect from the reader’s / listener’s point of view

Avoid the gender bias

Emphasize on positive, pleasant facts

CLARITY

Clarity of wordsClarity of expressionUse simple wordsAvoid double entryUse short sentencesUse single words instead of long phrasesUse verbs instead of nouns

CONCISENESS

• Accuracy ,Brevity

• Clarity, correctness

• Leaving out unnecessary words

• Reducing the length of the document by

giving definite details.

CONCRETENESS

Being specific, definite and vivid rather

than vague or general.

Avoid words like high – low, many – few,

big – small, quick –slow, several, frequent,

most – least…..

COMPLETENESS

All relevant facts have to be mentioned

Make use of 5 W’s and 1 H– When, Why,

Where, Who, What & How.

Has to presented in an organized manner

Classification of Communication

COMMUNICATION

FORMAL

INTERNAl external

informal

Single strandHorizondal

Gossip

Cluster

Vertical

Probability

Diagonal

Upwards

Downwords

Formal Channel of Communication

Formal Channel

Officially recognized

Based on hierarchal structure

Facilitates smooth orderly flow of information

single path communication

Through prescribed channels

Advantages

Easy maintenance of authority, control

Solves problem easily

Superiors understands attitudes & behavior

of workers

Disadvantages

Increases work load of superiors

Reduces accuracy, error prone during

transmission

Delay tactics and red tapism

Far & distant contact between superiors and

subordinates.

Types of Formal Communication

Efforts of coordination

Info

rmat

ion

Instru

ctions an

d d

irectives

-- Flows from superior to subordinate

-- in the form of letters, memo, circulars, manuals

Vertical downwards communication

Advantages

Directive in nature

Explains policies, rules & regulations

Explains rationale of job

Facilitates assessment of performance

Disadvantages

Under communication / over

communication

Long line of communication causes delay,

loss of information

Resentment of subordinates

Vertical upward communication

-- Flows from subordinate to superior

-- open door policy

-- in the form if complaints, reports, social gathering

Advantages

Provides feedback

Releases pent-up emotions

Useful for suggestions

Incorporation of new schemes

Increases harmony

Disadvantages

Reluctance by subordinates

Fear of criticism

Prone to deliberate distortion

Chances of bypassing superiors

Horizontal communication

-Lateral communication

- Transmission of information between people of the same level

- carried out through face to face, telephone, periodic meeting, memo

Advantages

Promotes understanding & coordination

Removes duplication of work

Minimizes wastage of time, money &

labour

Diagonal communication It means Communication that takes place between people who neither belong to the same department nor are at the same level of hierarchy

Communication cut across departmental lines is given below

AdvantageMaintaining Relationship

In an organization work is reduced

Communication between who neither

belongs to the same department

INFORMAL CHANNEL OF COMMUNICATION

Advantages

Increases Organizational solidarity

Creation of ideas

Good personal relation

Uniting force

Helps in gathering information about feedback

Disadvantages

Distortion of information

May transmit incomplete information

Causes damage with destructive swiftness.

Forms of Communication

Grapevine Communication

Meaning:-

Positive Aspects of the Grapevine

social function

reduction of anxiety

release mechanism for stress

identification of pending problems

Coping or Managing the Grapevine

don‘t try to control or restrict it

use it to supplement formal channels

identify and make use of key communicators

monitor what is happening in the organization

Barriers of Communication1. Physical barriers

2. Semantic barriers

3. Psychological barriers

4. Different comprehension of reality

5. Organizational barriers

6. Personal barriers

1. Physical barriers

Noise

External Disturbance

Bad photo copies

Time and Distance

Wrong choice of medium

2.Semantic barriers

Interpretation of words

By-passed instruction

Connotation and Denotation

3.Psychological barriers

Attitude and opinion

Emotions ,Closed mind

Status

Poor retention

4.Different comprehension of reality

Abstracting:

-Picking a few details and leaving othersSlanting:

-Giving a particular bias or slant to the reality

Inferring:

-Drawing inference from observation

5.Organizational barriers

Organization policy

Organizational ruls and regulations

Status relationship

Organizational facilities

Complexity in organizational structure

6.Personal barriers

Attitude of superiors

Fear of challenge to the authority

Ignoring communication

Barriers in superiors

Insistence of proper channel

Sender oriented barriers

Symantec problem

Encoded messages

Loss in transmission

Badly expressed

Lack of planning

Receiver oriented barriers

Interest and attitude

Poor listening

Conflicting information

Lack of trust

Rules for overcoming sender-oriented barriers

Plan and clarifying ideas

Create trust and confidence

Communicate without fear

Time the message carefully

Reinforce words with action

Rules for overcoming Receiver-oriented barriers

Keep the mind open

Find an area of interest

Jot down points

Listen to ideas

Check reliability and validity

Enter in to healthy discussion

• By LIJO JOY

(OXFORD COLLEGE)