Communication: The Starting

Line
UNIT-1
What Is Communication?

 The deliberate or accidental transfer of

meaning

 Hyper-competitiveness—the contention
that one needs to defeat another or
achieve one’s goals
 Communication

The term communication is derived from

Latin word communicare means ‘to share’,
‘to impart’, or ‘to commune’, its literal
meaning is ‘giving or sharing information’.
The Importance of Communication Skills as
Expressed by Business Authorities

“Top executives from Fortune 500 companies rate

communications skills as the most important quality
for business leaders.”
--Business Section
New York Times
“There may be no single thing more important in our
efforts to achieve meaningful work and fulfilling
relationships than to learn and practice the art of
communication.”
--Max De Pree, Author
The Art of Leadership
How Good a Communicator Are
You?

 We can all improve our communication

skills
Classification of Communication
Communication can be classified based on
the following:
1.Number of persons who
receive the message

2.Medium of communication
Classification of Communication
Based on the number of persons who receive the
message, communication can be further classified as:
Intrapersonal: communicating to oneself in one’s own mind.

Interpersonal: communication between two people.

Mass communication: when a message is sent to

a large group through mass media such as
television, radio or newspaper.

Group communication: communication among

small/large group, in which individual identity is retained.

Chapter 1- Slide 7
 Classification of Communication
Based on the medium employed, communication can be
further classified as:

Verbal communication It comprises words that are spoken or written.

It involves use of pictures, gestures, signs and facial

Non-verbal communication expressions for exchanging information between
persons.

It involves speaker’s choice of words wherein he/she

Meta communication unintentionally communicates something more than
what the words themselves state.
Money$peak!
Hi,
Dear Dad,

School i$ really great. I am making lot$ of friend$ and

$tudying very hard. With all my $tuff, I $imply can’t think
of anything I need, $o if you would like, you can ju$t
$end me a card, a$ I would love to hear from you.

Love,
Your $on.
Dad’s NOt ready!

Dear Son,
I kNOw that astroNOmy, ecoNOmics, and
oceaNOgraphy are eNOugh to keep even an
hoNOrs student busy. Do NOt forget that
the pursuit of kNOwledge is a NOble task,
and you can never study eNOugh..
Love,
Dad
Purpose of Communication

When the purpose of communication

Communication to inform is to inform, the focus is on the subject
of the communication.

When the purpose of communication is to

Communication to persuade persuade, the focus is on the receiver. A
persuasive communicator intends to
influence the receiver through the
message.
Communication Process

Encoding: Process by
which the sender
translate the idea to be
communicated in a
message
Communication Process

Channel: Vehicle through

which a message is sent.
Examples
• Magazine
•TV
•Radio
Communication Process

Decoding: process
where receiver
interprets the
message
The Communication Process
CLAUDE SHANNON MODEL-1948

1.
Sender
has idea

The process of communication starts in the mind

of the sender
The Communication Process

1. 2.
Sender Sender
has idea encodes
idea in
message

To do so, he translates his thoughts from random

impressions into messages/ words that will accurately
convey his thoughts.
The Communication Process

Since humans are not telepathic, the thoughts of the

sender remain as images/ideas in his/her mind.

1. 2. 3.
Sender Sender Message
has idea encodes travels
idea in over
message channel

Perhaps the sender realizes if he want help to solve a

problem, he must communicate these thoughts to the
other i.e. the receiver.
The Communication Process
Then he chooses a channel to transmit his thoughts:
verbal/written, sign/ symbolic

1. 2. 3. 4.
Sender Sender Message Receiver
has idea encodes travels decodes
idea in over message
message channel

The receiver decodes it based on knowledge, experience…….

i.e. the receiver assign meaning to the sound/signs and arrives
at the thought behind the words
The Communication Process

5.
Feedback travels
to sender

1. 2. 3. 4.
Sender Sender Message Receiver
has idea encodes travels decodes
idea in over message
message channel

The receiver also recognizes that he/she is being

called on to respond.
The Communication Process

5.
Feedback travels
to sender

1. 2. 3. 4.
Sender Sender Message Receiver
has idea encodes travels decodes
idea in over message
message channel

6.
Possible additional
feedback to receiver
Process of Communication

The process of communication involves:

Sender Message Medium Receiver

The different concepts of communication are:

 Linear concept of communication

 The Shannon-Weaver model

 The two-way communication process

 Process of Communication Contd..
Linear concept of communication

Harold Laswell conceptualized the linear concept of communication based on

five basic questions:
 Who?
 Says what?
 To whom?
 In which channel?
 With what effect?

One-way linear process of communication

Sender Message Media Message Receiver Action

 Process of Communication Contd..
Shannon-Weaver model of communication

This model focuses on the basic problem of communication, which is that the
message received is not the same as the message sent. The loss is attributed
to noise, and feedback is important to counter any form of noise in the process
of communication.

Noise
Information Encoding Decoding
Channel Destination
source process process

Feedback
Process of Communication Contd..

Two-way communication process

The two-way concept of communication is more contemporary. It

considers communication to be a reciprocal process and a mutual
exchange of messages. It makes no sharp distinction between the
sender and the receiver, because the same person plays both roles,
often simultaneously.

Message Transmitter

Receiver

Communication Communication
channel symbols
Elements of Communication

Sender

Message Encoding

Elements of
Feedback Channel
communication

Acting Receiver

Decoding
 Communication Basics
Functions

Information : Decision making , Problem solving

Control : Power to influence, Express opinions /

grievances

Motivation: Foster spirit of motivation, Feedback,

Reinforcement

Emotional Expression: Expressing satisfaction,

dissatisfaction

All rights reserved

Importance

All rights reserved

 Importance of Communication in Management
Contd..
Communication helps management in the following ways:

Creates a sense of Understanding of roles and career paths makes

belonging employees feel a part of the organization.

Communication failure leads to loss of time, money,

Resolves disputes
and good human relations.

Provides a holistic view Effective communication helps perceive

of the situation and understand the meaning of things around.
Successful Communication
Requires recognition of
 The contested nature of reality and our
interpretation of it.
 That reaching understanding may take
more time and effort.
 That others’ views and perceptions may
be as valid as our own.
Requires Openness
•To others’ views and opinions.
•To the perceptions of others.
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The Seven C’s of Communication

Candidness

Courtesy Clarity

7 C’s of
communication
Correctness Completeness

Concreteness Conciseness
 The Seven C’s of Communication

Completeness (context) t answer all questions asked

t give something extra, when desirable

t check for the five W's and any other essentials

Conciseness (style) t shorten or omit wordy expressions

t include only relevant statements

t avoid unnecessary repetition

Consideration t focus on "you" instead of "I" or "we"

(context/delivery) t show reader benefit/interest in the reader

t emphasize the positive, pleasant facts

t apply integrity and ethics

Concreteness t use specific and accurate words, facts and figures

(style/sources) t put action in your verbs

t choose vivid, image-building words

Clarity (organization/ choose short, familiar, conversational words

t

t construct effective sentences and paragraphs

sources)
t achieve appropriate readability (through headings and transitions) and
listenability
t include examples, illustrations, and other visual aids, when desirable
The Seven C’s of Communication

Courtesy (delivery) t be sincerely tactful, thoughtful, and appreciative

t omit expressions that irritate, hurt, or belittle

t grant and apologize good-naturedly

Correctness (style) t use the right level of language

t maintain acceptable writing mechanics
t choose nondiscriminatory expressions
t apply all the other pertinent "C" qualities
Common Barriers to
Communication

Anything that gets in the way of clear

communication
 Barriers to Communication
The Noise Barrier
This is any sort of interference that takes place
between the sender and the receiver.
The Feedback Problem
Feedback can manifest itself in the following ways:
•Evaluative

•Interpretative

•Supporting

•Probing

•Understanding

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 Barriers to Communication
(Continued)
The Problem of Media Selection
If media selection is a personal choice, message
transmission depends on the following:
•Personal inclination

•Personal experience in media selection and message

optimization
•Personality characteristics

Mental Barriers
We all see the world differently, and the perceptual process
determines what messages we select or screen out. Many
times, noise exists in the mind of the sender or the recipient.

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 Barriers to Communication (Continued)
The Problems of Language and Articulation
•Use of improper words

•Use of jargon

•Ambiguity

Physical Barriers
In workplace, physical barriers include marked-out territories into which
strangers are not allowed, closed office doors, barrier screens, separate
areas for people of different statuses, and so on.

Personal Barriers
In workplace, personal barriers include fear, mistrust, and suspicion.

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 Barriers to Communication (Continued)
Cultural Barriers
When we have to be a part of a group, the unwritten understanding is
that we accept the collective code of conduct or behaviour. Inability to do
that results in cultural barriers.

Interpersonal Barriers
There are various levels at which interpersonal barriers occur:
•Withdrawal

•Rituals

•Pastimes

•Working

•Games

•Closeness

•Technology

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 Barriers to Communication (Continued)
Information Overload
This occurs when the volume of information received
exceeds the person’s capacity to process it.

Passive Listening
Passive listening is little more than hearing and occurs when
the receiver of the message has little motivation to listen
carefully. Listening to music, stories, television programmes,
or pretending to listen while merely being polite in another’s
company may be cited as examples of passive listening.

38
A Classic Case of Miscommunication

In Center Harbor, Maine, local legend recalls the

day when Walter Cronkite steered his boat into
port. The avid sailor was amused to see in the
distance a small crowd on shore waving their arms
to greet him. He could barely make out their
excited shouts of "Hello Walter,
Hello Walter."
As his boat sailed closer, the crowd grew
larger, still yelling, "Hello Walter, Hello Walter."
Pleased at the reception, Cronkite tipped his
white captain's hat, waved back, even took a
bow. But before reaching dockside, Cronkite's
boat abruptly jammed aground. The crowd
stood silent. The veteran news anchor
suddenly realized what they'd been shouting:
"Low water, low water."
Analysis of Communication Process
Analysis of Communication Process

Sender
has
idea
Warn
boater
Analysis of Communication Process

Sender Sender
has encodes
idea message
Warn “Low
boater water!”
Analysis of Communication Process

Sender Sender Channel

has encodes carries
idea message message
Warn “Low Message
boater water!” distorted
Analysis of Communication Process

Sender Sender Channel Receiver

has encodes carries decodes
idea message message message
Warn “Low Message “Hello
boater water!” distorted Walter!”
 What barriers helped create the miscommunication
here?
 Frame of reference Receiver accustomed to acclaim and
appreciative crowds.
 Language skills Maine accent makes "water" and "Walter"
sound similar.
 Listening skills Receiver more accustomed to speaking
than to listening.
 Emotional interference Ego prompted receiver to believe crowd
was responding to his celebrity status.
 Physical barriers Noise from boat, distance between
senders and receivers.
Which of these barriers could be overcome through improved
communication skills?
Overcoming Communication Barriers

 Realize that communication is imperfect.

 Adapt the message to the receiver.
 Improve your language and listening skills.
 Question your preconceptions.
 Plan for feedback.
 Encourage Open Feedback
 Use Simple Language
 Be a Good Listener