OFIL KANPUR

Communication has been variously defined by a no. of

writers.
Newman: It is an exchange of facts, ideas, opinions or
emotions between two or more persons.
Allen Louis: It is the sum of all things a person does, when
he wants to create understanding in the minds of others to
simply pass the message.
Explanation:- Communication means the process of
passing informations and understandings from one person
to another. A proper understanding of information is one
way important aspect of Communication. If not,
Communication is defeated and result will be confusion,
chaos & Organization inefficiency, leading to non fulfillment
of objectives. The Management process has been classified
in 5 SPCOD.
COMMUNICATION IS THE ART OF
DEVELOPING AN UNDERSTANDING BETWEEN
PEOPLE.
e.g. the GM remarked there would be some man Power
changes in near future.
An understanding of information communicated is Vital for
its effectiveness.
Communication is taken from a Latin word Communis
which means common, commonality, the concept of
transmission, weaving information. According to Kelley
Communication is defined as the field of knowledge which
deals with the systematic application of symbols to acquire
Communicated information regarding an object or event.
Communication is the process of conveying the MEANING of
the message & not the message alone.
Purpose of Communication:- Main Purpose of
Communication is not to communicate the message alone,
but to communicate the meaning of message. Aim of
communication is to exchange information & develop
understanding which is necessary for group effort in an
Organization.
Communication in Organization is to provide the attitudes to
the people for motivation, co-operation & job satisfaction
which we call the will of work. Keith Davis Mentions THE
RULE OF FIVE which is essential to complete a
communication. Receive, understand, accept, use and
feedback.
Purpose: To increase the acceptance of
Organization rules to resolve ambiguities &
conflicts etc.
To provide data for effective decision making,
To clarify task responsibility, identify authority.
To provide accountability for performance
through Organization charts.
To gain greater commitment to Organization
objective by motivating & controlling the
performance of Organization people.
Communication process: The
STEPS--IDEA, ENCODING, TRANSMISSION,
RECEPTION, DECODING, ACTION, FEEDBACK.
e.g. subordinate meets his superior and thinks to
wish him,Good morning Sir bows his head which
will be encoding & Transmitting.
Superior stops smiles & says Good morning
A.How are you? process successfully completed
with final action of receiver & as per desired by
sender.If superior is engrossed in thinking & does
not notice the transmission no reception &
decoding.
Final action could be interpreted by subordinate as
discourtesy, indifference, even arrogance seriously
damaging their inter-personal relationship. Lack of
appreciation in Communication & lack of skill on either part
can cause major problem.
COMMUNICATION MODE OR PROCESS:-
In Communication Different modes or process depends on
many factors such as a person, situation, desired effect etc.

VERBAL:- Face to face Communication skill of sender will
choose words to the level of understanding of receiver.
WRITTEN:- Common mode of Communication in
Organization where formal records are necessary Memos,
Letter, Notes, Prcis.
VISUAL:- Through a mode which can only be seen not heard.
Charts, Maps, Drawings,Exhibits.
VOCAL:- If closely listen to conversation of two persons real
meaning are conveyed not by words alone but tonal quality
accompanies. It you hear Pl. go pitch & magnitude will
indicate it is request or an order.
NON VERBAL:- Communication consists in gestures, facial
expressions, as well as expression through eyes ,hands etc. If
we watch the verbal Communication flow when people talk,no
verbal Communication can take place without appropriate
gestures.
Person is angry Hardening of facial muscles.
Person is Happy Relaxed of facial muscles.
The non Verbal Communication is often referred
to as Body Language
Lift our eye Brow - for Disbelief
Rub our Nose - Puzzlement
Clasp our Arm - Isolate our selves
- Protect our selves
Shrug our shoulder - Indifference
Wink one eye - Intimacy
Tap our finger - Impatience
Slap our forehead - Forget Fullness
Put our arms back - Talking with superiors
Close our eyes - Thinking
Rotating paper wt. - Getting sol. of a problem.

PRINCIPLE OF COMMUNICATION
Purpose of Communication
Understandable Language
Adequate & Complete
Medium of Communication depends upon subject matter,
urgency of Communication.
No mutually conflicting to avoid chaos.
Openness Means Good Superior- Subordinate
Relationship.
Feedback.
No contradicting Message.
Adequate Training for report writing, speaking & Listening.
LACK OF LISTENING IS ONE OF THE BIGGEST
COMMUNICATION BLOCK
LISTENING: Active process, pay attention understand &
remember what is heard. Listening through Heart & Body
Mind & Soul.
HEARNING:- Passive process, occurs even we are asleep.
Hearing through ears (Physiological Act) .No conscious
perception is needed.
As Per Research: 7 out of 10 minutes, we communicate
verbally.
9% TIME Is DEVOTED IN WRITING
16% TO READING
30% TO SPEAKING
45% TO LISTENING
The listening process comprises of 4
stages
HEARING
ATTENTION
UNDERSTANDING
REMEMBERING
BARRIER IN EFFECTIVE COMMUNICATION
When a meaning is not received in the manner desired
by sender it is a barrier in effective communication.
Following are barriers:
1. Badly Expressed Message:- Fast talking, organising
poor ideas, omit essential details, awkward structure of
sentences.
2. Faulty Translation:- A message has to be structured
according to the receiver.It must be understood by the
receiver without any ambiguity.
3. Distrust of Communicator:- Some executives are in
habit of modifying/Counter commanding their original
Communication.
4.Restricting Communication:- In downward
Communication some superiors may withhold the
Communication under belief they do not need it &
omit a certain part of Communication.
5.Poor Retention:- Studies show that people /
employee retain 50% of Communication.
6.Different back ground:- Individuals often
express the same thing differently, means each
has its own frame of reference.
7.In-Group Language:- Social groups develop
their own in-group language.
8.In Attention: Many receivers simply do not pay
attention to message, because of overload
communication, information is unsolicited etc.
Written Communication should have the
following characteristics.
CLARITY: Avoid abstruse expressions,no barriers,
be sure, give exact facts, figures, explanations.

COURTESY:- Be polite & considerate.
CONCISENESS:- Circumlocution should be
avoided. Emphasis should be on words &
sentences which are essential to satisfy readers
logical expectations & emotional needs.

CONFIDENCE:- Present your ideas
with aplomb,be assertive but at the
same time evade negative words,
phrases.
CORRECTNESS: No misspelled
words, no awkward construction,
correctness will show yourself.

CHANNELS OF COMMUNICATION:
Information in an Organisation flows in 3 directions
Up, Down and Across. These can be called "Three
dimensions of Communication".

UPWARD COMMUNICATION:
Upward communication makes it possible to pass the
information and feelings and stimulates employee's
participation. Upward communication can provide
motivation for employees to initiate communication to
higher levels in the organisation in addition to responding
to the communication they receive.

Downward Communication

Downward communication enables the
Management to pass order, policies, rules and
regulations and plans from the highest to the lowest
authority.The specific goal of Downward
Communication is to achieve mutual confidence and
understanding between the Management and
Employees in all matters of common interest so that
dispassionate employees will co-operate
enthusiastically in carrying out all activities essential
for the success of the organisation.
Across Communication

Communication across leads to co-
ordination and control of the various
activities in the organisation. This is
called the horizontal communication
between line and staff people.
A FEW TIPS FOR IMPROVING COMMUNICATION
1. Be clear as to what exactly you want to convey.

2. Analyse the nature and extent of the other person's likes
and dislike towards you and your point.

3. Assess your own communication skills and those of the
other persons listening to you.

4. Try to identify the mental frame of mind of the
person receiving your message.

5 Make the message relevant to the person listening to you
using his language and terms.

6. State your ideas in simplest possible terms.

7. Be clear of what you want to say or write before
putting it into words.

8. Develop one idea at a time.

9. Emphasize wherever required.
10. Move from known to the unknown giving examples.
11. Check whether the other person has received your
message correctly or not.

12. Listen attentively and actively instead of just hearing.