Module 1 Introduction to Communication

Meaning & Definition

The word communication is derived from the

Latin word common.

Communis

which

means

It stands for a natural activity of all human beings to convey opinions ,feelings, information,& ideas to others through words written or spoken ),body language, or signs.

Communication
The sharing of information between two or more individuals or groups to reach a common understanding (but not necessarily agreement).

Definition
George Vardman in his book Effective communication

of ideas defines purposive interchange , resulting in workable understanding and agreement between the sender and receiver of a message
Robert Anderson Communication is interchange of

thoughts , opinions or information, by speech, writing ,or signs. - He has added the element of medium.

 Allan Louis , Communication is the sum of all things

one

person

does

when

he

wants

to

create

understanding in the mind of another; it involves a systematic and continuous process of telling , listening, and understanding. Keith Davis defines communication as The transfer of information & understanding from one person to another person. It is a way of reaching others with facts, ideas, thoughts,& values.

Research shows, communication is

55% body language

7% words

38% style

Classification of Communication
- Based on the number of persons ( receivers) to whom

message has to be addressed. 1. Intrapersonal communication - talking to oneself in ones own mind 2. Interpersonal communication exchange of messages between two people. 3. Group Communication among small and large groups. 4. Mass communication Occurs when message is sent to large groups of people. E.g. newspaper, radio or television

 On the basis of medium employed

Verbal communication - words spoken or written. Consists of speaking, listening ,writing, reading and thinking. 2. Non- verbal communication - includes using of pictures, signs, gestures and facial expression for exchanging information between persons, done through sign language, action language or object language. 3. Meta communication Speakers choice of words unintentionally communicates something more than what the actual words state.
1.

Purpose of communication
Communication to inform
Communication to inform or expository communications is directed by the desire to expose, develop and explain the subject. It focuses on the subject of communication

Communication to persuade

The communicator may seek primarily to persuade the reader. In such a form of communication the focus is on the reader (Receiver) and not the message .

Reasons(objectives) for communication

To teach or learn

something To obtain/accomplish something To express feelings To solve problems To stimulate interest To socialise To entertain

To provide support

To question or to

answer To Organise To Justify To discipline To pass on information To clarify

Process of communication
The Linear Concept
- Communication was considered as a one-way process

marked by the flow of information from a sender to a receiver

Sender

Message

Media

Message

Receiv er

Action

Shannon Weaver Model

C E Shannon and W Weaver were the first one to point out that in actual practice, messages can be changed or blocked. - Shannons model was first published in the Bell system Technical Journal. - Based on Mathematical or mechanistic view of communication process] - Messages sent Messages Received - He attributed the loss to NOISE

 In 1949, Shannon's model was brought out in the

mathematical theory of communication , co-authored with weaver. Weaver introduced FEEDBACK as a corrective to NOISE However feedback was not considered as an integral component of communication.

Shannon weaver
Noise

Information source

Encoding process

Channel

Decoding process

Destination

Feedback

 This model is based on the idea that communication

occurs only when message has been received , and it should be received unchanged
- Filters in minds of both sender and receiver affect the

content of the message.

- Feedback corrects distortion ,if any, and tends to

complete the cycle of communication.

1.Source Creates Message

Feedback

2. Selects

Channel
Noise

3.Sends Message

6.Interprets Messages

5. FiltersExperience Knowledge Feelings

4.

Receiver gets message

How communication takes place

Information source (Ideation) sender has some raw

information Encoding sender puts it into words Channel ( transmission) an appropriate medium Decoding receiver receives, understands and interprets Acting receiver puts the interpreted message into action. Noise Any distortion or hindrance , preventing transmission of the message from the sender to the receiver E.g. Telephone, poor printouts or bad handwriting.

 Filters distortion caused by subjective factors such as

mindsets of the sender and the receiver

- Mental in nature - Include attitudes, beliefs, experiences, consciousness of

personal status, ability to think clearly

 Two way communication process

Message Transmitter

Receiver

Communication Process

Communication Channel

Communication Symbols

Characteristics of Successful communication

Communication is successful when

The message is properly understood.

The purpose of the sender is fulfilled. The sender & receiver of the message remain

linked through feedback

Characteristics of Successful communication

According to Francis.J.Bergin, communication should be:
1) 2) 3) 4) 5) 6) 7)

Candidness Clarity Completeness Conciseness Concreteness Correctness Courtesy

Candidness

7 cs

Concreteness

 Candidness honest, sincere and guileless

- fairness to self and to others involved in the situation.

- Exhibits speakers self-confidence - Words like- my honest opinion or frankly speaking

Clarity - Clarity in expression is brought through use

of precise & concrete words.

- As far as possible ,use simple & short words than

pompous & heavy words

 Pompous Terminate Fascination Utilise Procure

Simple End Attraction Use Get

Deem
Interrogate

Think
Question

Use words which are familiar to the audience & are appropriate for the situation
Familiar Home Pretentious Domicile Subsequent Profoundly eg

After
Deeply For Example

Construction of effective sentences and paragraphs is at the core of clarity

Prefer use of short sentences than long ones. Insert not more than one main idea into a sentence. Arrange words 7 clauses in such a way that the a

main idea occurs easily in a sentence & less important in subordinate clause. Headings,tabulations,graphs,line charts,pie charts,coloured capital or italic letters should be used in a creative way to improve the visual impact of the message.

3 . Completeness
Incomplete message breeds

misunderstandings & misinterpretations. Wastage of time and resources. Irritates the receiver. Completeness contributes to the clarity of the message

4.Conciseness
WORDY At this point of time As regards the fact that Because of the fact that In due course of time Not very far from here CONCISE Now or at present Considering As or because Soon Nearby, or close by

Use single word substitutes instead of phrases without changing the meaning of the message
Long phrases At the present time Due to the fact that Despite the fact that Will you kindly Keeping in view Single words Now Because Although Please considering

Use single & simple word instead of 2 words ,conveying the same idea
Two Words
9.a.m in the morning In my personal opinion period of one month

Simple
9.a.m In my opinion

One month

Eliminate Unnecessary prepositional Phrases

Wordy
Wish to suggest.

Concise

Order for goods.

Suggest.
Order goods.

 Include only relevant material related to the

main purpose of the message. Avoid lengthy introductions & unnecessary explanations. Also omit the information already known to the receiver

5. Concreteness Concreteness means being specific. Definite in describing events & things It also means using specific facts and figures. Avoid using words leading to uncertainty and vague. Use active words than passive words.

6.Correctness
Correct in spelling,Grammar,Format,Content &

statistical data provided. Verify the tools ,data,totals,etc for correctness. Check the grammar & construction of sentences Use right level of language-formal/informal.

7.Courteous
Courtesy in the message as well as manners

plays a dominating role in this regard. Be in right frame of work. Use polite and respectful tone. Always thank for generosity and favour. Use words like please for requesting something. Ensure that the other persons self respect is not hurt.

Definition:
The Intel defines a CRISIS as a significant, unpredictable, disruptive event that has potentially negative results. The event stimulates news media coverage. The public scrutiny may impact the organization normal operations, and its aftermath may significantly damage an organization and employees, products, financial condition, and reputation.

Communication in Crisis
The crisis may arise due to 1.Environmental accidents. 2.Strikes. 3.Mechanical problem. 4.massive product failure.

5. Major Litigation. 6.Abrupt changes in management.

If the crisis situation is not handled properly it may lead to 1.Destroying companys reputation. 2.Drain its functional strength. 3.Erode morale. 4.Heavy fines & negative publicity

Measures to overcome crisis

1.Selecting a communication team & a knowledgeble spokesperson to handle the requests for in information during crisis. 2.The individual selected should be able to speak honestly & remain calm when a crisis hits.

3.Experts recommend that managers especially top management be visible in the hrs immediately following the initial crisis,to demonstrate that the company will do whatever it takes like. 1.To control the situation. 2.To find the cause. 3.To prevent a future occurrence.

 4.Experts recommend that managers

to minimize the impact of any criss,on employees by communicating Honestly. Openly using caution when sharing personal opinions.

A Crisis Management Plan is like an insurance plan- you hope you never have to use it, but if you do, you want the plan to be the best plan possible!

Functions and importance of communication

General functions & Importance of Communication.
Functions & Importance of Communication to individual.

Functions & Importance of Communication to Business.

General functions of communication

1) 2) 3) 4)

Conducive environment. Technological progress. Economic development Global village

Importance to individual

1) 2) 3) 4)

Expression of oneself. Satisfaction of Human Needs Building Human relations. Career advancement.

Importance of Communication in business

1)
2) 3)

Efficient working of the business. Communication failures: Costly Basis of managerial Functions (a) Anticipation (b) Innovations. (c)Planning

(d) Organising (e) Leading ,Directing & Motivating (f) Controlling 4) Building Human relations 5) Total Quality management 6)Zero defect marketing & quality services. 7)Job satisfaction & enrichment 8) Maintaining relations with external parties 9) Strategic Management.

Communicating in Organizations
Functions of Business Communication
1. 2. 3. To inform To persuade To promote goodwill

Internal communication with Superiors Coworkers Subordinates

External communication with Customers Suppliers Government agencies The public

Communication Flowing Through Formal Channels

Downward
Management directives Job plans, policies Company goals Mission statements

Horizontal
Task coordination Information sharing Problem solving Conflict resolution

Upward
Employee feedback Progress reports Reports of customer interaction, feedback Suggestions for improvement Anonymous hotline

Vertical/Lateral Communication
Organisation chart shows vertical (black arrows) and lateral (blue arrows)
Board of Directors

Finance

Marketing

Production

Finance Officers

Marketing Assistants

Factory Operatives

Forms of Communication Flowing Through Formal Channels

Written
Executive memos, letters Annual report Company newsletter Bulletin board postings Orientation manual

Oral
Telephone Face-to-face conversation Company meetings Team meetings

Electronic
E-mail Voicemail Instant Messaging Intranet Videoconferencing

Classification on the basis of organizational structure

Informal or grapevine communication Single strand Gossip Probability Cluster

C D B E C

N T H

M I

C F D J

B
E

Single strand

Gossip

Probability

Cluster