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AN ANALYSIS OF EFFECTIVE COMMUNICATION
SUBMITTED BY –
NAME: SACHIN KUMAR MISHRA
ENROLL NO: 0581221808
B.B.A. (B&I)-3rd Sem
1
Declaration
I here by declared that the work presented in the project Repotted, titled “An
Analysis of Effective Communication”, Carried out by me as a part of BBA
(B&I) curriculum in the 3rd semester. The report is an authentic record of my
work. It is further declared that the report has not been submitted earlier for
any other degree and diploma.
Place:-……………..
Date:-……………...
Name- Sachin Kumar Mishra
Enroll no.-0581221808
Candidate sign
Supervisor’s Name
Mr. B.K. JHA
(Supervisor sign)
2
Preface
I am thankful to all those whose ideas have been helpful in preparing this
project. I express my sincere appreciation to them. I am really grateful to the
director Mr. N. Mohan of my college, project supervisor Mr. B.K. Jha,
seniors, and my friends in college. Finally, I owe many thanks to my family
for their constant support and encouragement.
3
Index
Topic Page no.
1. Introduction 5
2. Methodology 6
3. Communication 7
Features of communication 8
Importance of communication 11
4. Process of Communication 15
5. Basic Forms of Communication 18
6. Types of Communication 25
7. Barriers to Communication 28
8. Types of Barrier 30
9. Gateways to Effective Communication 44
10.Principles of Effective Communication 51
11.Ten Commandments of Effective
Communication 54
12.Seven C’s of Communication 55
13.Suggestion 57
14.Conclusion 58
15.Bibliography 59
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Introduction
5
Methodology
To know which method is used for, completing the project firstly we have to
know basically what primary data and secondary data are.
Primary Data
Information collected for the specific purpose at hand or specifically for the
currently undertaken.
Secondary Data
Information that already exists somewhere, have been collected for another
purpose.
I used secondary data for this project. I refer some books and also some
websites for the project. These books and websites are mentioned in the
bibliography.
6
Communication
7
Features of communication
Whatever the form or situation or event, all communication has some clearly
identifiable that we can be stated as follows:
8
acorns of past have a definite strong influence, and the long shadows
they cast on the lives of present generation, have a clear story to
tell”. “The relationship in communication provides a context for
interaction. In almost all cases over time, the relationship between
people expansively spreads beyond the functional interaction,
encompassing other areas of their behavior and life. This leads to
communication relationships that begin at a point of function, and
then work beyond it”.
9
(e) Fifthly, its must be noted that all communication is structured. Recent
studies in communication regard every piece of communication,
whether spoken or written, as a genre, look into the pattern of its
information-structuring or logical organization and come up with
useful inference for the consumption of the corporate world: A
classic example is that of administrative or commercial letters-that
which communicates an administrative decision. The letter may
communicate ‘good news’ (“yours application for promotion to the
higher grade has been put up before the board of directors”) or it
may communicate ‘bad news’ (“your application has been
rejected”). Both letters will probably be written in the same
bureaucratic style but they will probably be organized very
differently. The ‘good news’ letter will announce the award early,
where as the ‘bad news’ letter will prepare the ground what its
known as ‘buffer statement’ and the ‘bad news’ will come late.
Equally important is the difference between the purposes of the two
letters beyond the shared superficial intent of providing information
about success or failure of the application. The ‘good news’ will be
constructed in such a way that the continuation of the
correspondence is encouraged, whereas the other one will be
designed to terminate the correspondence by giving the unlucky
recipient the least possible scope for objection or complaint.
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Importance of communication
11
employment conditions prevailing in the organization. It was not
considered so very important in the past. But in modern time no
organization can work satisfactory without the mutual understanding
and co-operation between management and trade unions. In this
regard communication plays the most vital role.
various field and aspects. Hence the communication between the. Like
many other aspects of management, the idea of social responsibility of
business got currency very recently and the managers came to be
responsible to various section of society, specially the customers,
12
government, suppliers and public. Communication between them and
the organization is necessary for putting the proper image of the
whole business in perspective. Managers therefore, have to be good
communicators with the society. They have to be wisely sensitive to
the internal as well as external environment of the organization.
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start looking at the human nature from very different angels,
appreciating different aspects of human behavior and become better
communicators. And in that process we improve relationships and
realize the importance of communication.
14
Process of communication
15
2. Message: A message means what is being communicated. It may be
verbal (spoken or written) or non verbal (e.g. appearance, body language,
silence etc.). Message is the heart of communication.
3. Encoding: The sender put his ideas or facts into words, symbols, pictures
or gestures which the other person can understand. This part of the
communication process is called encoding. It also involves the choice of
appropriate so that the idea is translated into a message that can be
transmitted to others. Words and symbols should be selected carefully
keeping in mind the purpose of communication and the needs of the
receiver. Words and symbols should be suitable for transmission, reception
and understanding. Thus, the contents and language of communication
constitute the message.
4. Channel and Medium: Channel connects the sender with the receiver.
For instance, time table of a college is the channel which ensures that the
teacher and the students go to the same classroom at the same time. No
communication can take place if the teacher goes to room No. 21 but the
students to room No. 12. Medium is different from channel. For example, a
letter is the medium whereas mail service is a channel. Speech is the
medium but loudspeaker is the channel. In oral and visual communication
the message may be transmitted instantaneously. But in written messages
there is a time gap between dispatch and receipt of the message.
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be a listener, a reader or a viewer. Like the sender he has an image of
himself or of the sender.
6. Decoding: The receiver translate the words and symbols used in the
message into idea and interprets it to obtain its meaning. This is called
decoding and it is opposite of encoding. If the receiver is familiar with the
codes used and his perception is good , he will derive more or less the same
meaning as meant by the sender. The message should be accurately
reproduced in the receiver’s mind.
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Basic forms of communication
1. Formal Communication
2. Informal Communication
The phrase ‘through power channel’ means that sender of a written message
has to pass it on to the addressee through somebody occupying a responsible
position in the hierarchy of the organization. Formal communication
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channels are prescribed and controlled by managers and supervisors in the
organization. They constitute the “main line of communication of the
organization”. It is the primary network of communication. Messages of
various types flow up and down in the hierarchy in the forms of reports,
suggestions, grievances orders, instructions, etc. Formal messages do not
happen of themselves. These are carefully thought-out well designed to meet
the needs and goals of the organization.
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Advantages of Formal Communication
2. Formal communication are slow and rigid. Therefore, they are time
consuming.
20
3. Formal communication channels are expensive as the messages are
generally in writing.
21
Informal Communication or Grapevine
22
Advantages of Grapevine
23
Limitations of grapevine
24
Types of Communication
1. Downward
2. Upward
3. Horizontal or lateral
4. Diagonal or crosswise
25
Both oral and written media are used for downward communication. Face-
to-face talks, telephone and public address system are the means of oral
messages. Written messages are transmitted in the forms of circular, notices,
house organs, bulletins and manuals. Audio- visual media like film slides
may also be used to provide information and to explain work procedures to
employees.
2. Upward communication: Upward or upstream communication means
the flow of information and ideas from lower levels of authority
(subordinates), to higher levels (superiors). For example, a branch manager
may send quarterly reports to the regional manager on the performance of
the branch. Upward communication can be in the form of written and oral
messages which contain suggestions, grievances, complaints, appeals, etc.
Managers are now giving increasing attention to upward communication.
26
example of spoken words. These allow freedom of expression due to
informal atmosphere. Doubts can be cleared on the spot and immediate
feedback is available. Periodical meetings between heads of departments
also enable persons of equal status to share information and ideas. Such
discussions help to solve common problems and to create team work.
Letters, memos and reports are written means of horizontal communication
27
Barriers to communication
28
Noise as a Barrier
Noise may arise because a manager is not able to express himself well;
attention of listener is not on the message: memos are poorly reproduced or
written and thus are hard to read. However, if communication is two way,
communicator may determine if the message has been received and if it has
produced intended response.
29
Types of Barriers
30
The most common types of semantic barriers are as follows:
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not in their speciality, because of receiver’s ignorance of that type of
language.
32
(1) Psychological Barriers
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(b) Closed Minds: One of the assumptions implicit in the
communication process is that both the receiver and the sender have
open minds, which enable them to process information in an
uninhibited manner. If people limit their ‘agenda’ to their own narrow
goals and views, no effective communication is possible because closed
minds regard all information as unnecessary ‘overload’.
34
(e)Distrust of communicator: It arises out of ill-considered judgments
35
(2) Organizational Barriers
36
to keep maximum information with oneself.
Sometimes, also avoid seeking clarifications
from the superior because they feel that it will
lower down their prestige. The barrier due to
status or position can be overcome if there is
free and fair two-way flow of communication
in the organization.
37
organizational distance between the workers
and the top management. Organization
structure creates problems because
communication may break down at any level
of supervision due to faulty transmission
38
the immediate clarification required. He
implements the way he understands the
communication.
39
(3) Personal Barriers
40
authority is that they wish to remain in
communication links and they do not like any
type of bypassing in communication.
Communication through bypassing may,
sometimes, be necessary but superiors treat
this as thwarting of their authority and this
blocks the flow of communication.
41
of rapport with subordinates, listening to
subordinates with an understanding attitude
and reducing the fear of failure.
42
(3) Unwillingness to communicate upward a message on personal
grounds.
(4) Lack of incentives and encouragement.
(5) They suppress information relating to their failures.
43
(5) Other Barriers
44
business meetings, in their kitchens, and at the grocery store. They
take work home and plug into their company intranet in the evening.
open to error. So by the time a message travels all the way up or down
the chain, it may bear little resemblance to the original idea. If a
company’s formal communication network limits the flow of
information in any direction (upward, downward, or horizontal),
communication becomes fragmented. Lower-level employees may
obtain only enough information to perform their own isolated tasks,
learning little about other areas; thus, only the people at the very top
of the organization can see “the big picture”.
When managers use a directive and authoritarian leadership
style, information moves down the chain of command, but not up. In a
recent poll of 638 employees, 90 percent said they had good ideas on
how their companies could run more successfully. Yet more than 50
percent said they were prevented from communicating these thoughts
because of a lack of management interest and a lack of effective
means for sharing their ideas.
45
Gateways to effective communication
46
knowledge, information, views, etc., should move
from the sender to the receiver and vice versa without
any interruption.
48
essential that the communicator also attempts to
understand the receivers.
53
sender should be clear headed and properly focused in
his vision.
54
(1) Speed: A good system of communication must ensure a speedy
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(5) Accuracy: The communication medium should ensure accuracy in the
(7) Secrecy: The communication system should ensure secrecy and there
(8) Safety: A good communication system must guard against the risk of
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Ten Commandments of effective communication
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The seven C’s communication
(1) Clarity. The message must have meaning put in simple terms.
Words must mean the same thing to the receiver as they do to the
sender. Complex issues must be compressed into themes, slogans or
stereotypes that have simplicity and clarity.
(3) Content. The message must have meaning for the receiver, and it
must be compatible with his value system. It must have relevance for
him. In general, people select those items of information, which
promise them the greatest rewards. The content determines the response
of the audience.
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(5) Completeness. Every communication must be complete and
adequate. Incomplete messages keep the receiver guessing, create
misunderstanding and delay actions. Every person should, therefore, be
provided with all the required facts and figures. For example, when the
factory supervisor instructs workers to produce, he must specify the exact
size, shape, quality and cost of the product. Any assumptions behind the
message should also be clarified. While answering a letter, all questions
raised in the letter must be replied.
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Suggestion
On the basis my findings, I suggest that the people should be aware about
the communication skills. Educational CD’s should be used for this purpose
because it will practically explain about the proper way to communication.
The concept of educational CD’s also helpful for illiterate people, as it
doesn’t require any theoretical explanation.
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Conclusion
So, it is clear that where all the sectors are important we have to accept that
communication is much more important as all these sectors become
handicapped without communication.
61
Bibliography
For preparing the project I referred some books and some websites which
are mentioned below:
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