COMMUNICATION

Definition
The process of passing information and understanding from one person to another. It is essentially a bridge of meaning between people. By using this bridge of meaning, a person can safely cross the river of misunderstanding that separates all the people.

Definition
Communication is a process by which information is transmitted between individuals and / or organizations so that an understanding response results.
Peter Little

Communication - definition

is a process by which information is transmitted between individuals and / or organizations so that an understanding response results

Peter Little

KLM
Historys worst aviation disaster. Happened in Canary Island in 1977. The captain thought the controller had cleared him to take off. But he intended only to give departure instruction. The flight was took off and hit a Pan Am 747 flight caused death of 583 people.

Functions
Control. Motivation. Emotional Expression and Information.

Control
If the employees required to communicate any job related grievances to immediate boss to follow with job description, or to comply with company policy communication is performing a controlling role. Informal communication also controls behavior.

Motivation
Communication fosters motivation by clarifying to the employees what is to be done, how well they are doing it, and what can be done to improve performance if its subpar.

Emotional Expression
Communication provides a release for emotional expression of feelings and for fulfillment of social needs. For many employees , their work group is primary source of social interaction.

Information
Communication provides information that individuals and groups need to make decisions by transmitting the data to identify and evaluate alternate choices.

Communication Process
Which means that communication exists as a flow through a sequence or series of steps. It is not an isolated event or occurrence. The process - the sender, encoding, the message, the channel, decoding, the receiver , feedback.

Sender
Message to be send Encoding message

Channel
Receiver
Message received Message decoding

Feedback

Communication Models
includes all the models which depict communication processes. There are three models a)The Berlos Model b)The Shannon Weaver Model & c) The Transactional Process Model.

BERLOS MODEL
ALSO CALLED AS SMCR MODEL OF COMMUNICATION. Simplest Model IT WAS REJECTED
Sender Message Channel Receiver

SHANNON WEAVER MODEL

PROPOSED BY SHANNON & WEAVER BASED ON INFORMATION THEORY OF COMMUNICATION. SUBJECT MATTER IS GIVEN LESS IMPORTANCE. INFORMATION SHOULD BE COMMUNICATED CORRECTLY AND ACCURATELY. REJECTED

Source

Encoder

Channel

Decoder

Destination

Messages

Signal

Signal

Message

TRANSACTIONAL PROCESS MODEL

Sender

Ideas

Encoding

Feed back

Decoding

Receiver

C H A N N E L

Important Terms: SENDER IDEAS ENCODING CHANNEL RECEIVER DECODING FEEDBACK

Sender
The person who intends to send the message to another person. In organizational context a sender can be : A superior A Subordinate Or A peer or any one who would like to pass on an information to another person The flow of communication is determined by the position of the sender.

Ideas/Message
It represents the subject matter of
communication which is to be passed from the sender. It can be in the form of Ideas, Opinions, Facts, feelings, Views, Suggestions etc.

Encoding
The process of converting the subject matter of
communication ( Messages) to certain symbols by the central nervous system of the sender.

Examples for symbols

Words Picture Gestures etc..

Channel
The encoded messages ( SYMBOLS) will be transmitted to the receiver through a media. This media is called as channel. It is a link between the communicator and the communicate.
Examples: Printed form News letter Face 2 Face Air Satellite

Receiver
The person who receives the messages in the coded form is a receiver. In organizational context a receiver can be : A superior A Subordinate Or A peer or any one who would like to pass on an information to another person The flow of communication is determined by the position of the receiver also.

Decoding
It is just the reverse of encoding. Here, the symbols ( Coded Messages) received by the receiver will be converted back to original message by the central nervous system of the receiver. This process is known as decoding.

Feedback
It is very important in communication as the effectiveness of communication is measured through the feedback . It is necessary for the sender to know if the message that he has send is understood in a proper manner. For this feedback is necessary.

Direction of Communication
Communication can flow vertically or laterally. The vertical dimension can be further divided in to downward and upward direction. Downward - Communication that flows from one level to a lower level is a downward communication. Upward It flows to a higher level in the group or oganisation.

Communication Levels
Top Middle
First Level Operatives
Lateral

Upward Communication

Feedbacks Progress towards goals Relay Current Problems Feel about jobs Coworkers Organisatioin

Examples
Performance reports prepared by lower management. Suggestion boxes. Employee attitude survey. Superior subordinate discussion.

Downward Communication
Assign goals. Provide job instruction. Inform employees of policies and procedures. Point out problems that need attention. Feedback about performance.

Communication Types

COMMUNICATION

VERBAL

NON - VERBAL

ORAL

WRITTEN

AURAL

PICTORIAL

BODY LANGUAGE

Verbal - Oral
Face to Face Conversations Interview Telephone conversations. Meetings on a small scale Grapevine Presentations formal speeches, talks Conferences, Seminars, Workshops etc. Meetings on a large scale.

Verbal - Written

Written words Letters Circulars Notes Manuals Memo

ORAL & WRITTEN - A COMPARISON

Spoken words involved Less Expensive More effective Much faster Supported with gestures. No record kept Contents can be easily altered. Receiver does not get time . Written words involved. More Expensive Less effective Less faster Not supported with gestures. Records maintained Difficult to change the contents Receiver gets time to prepare well and send feedback.

Non Verbal- Aural

Aural- Communication with the help of sounds Eg: A siren in a factory at 9 a.m. Whistling sounds.

Non Verbal - Pictorial

Communication with the help of pictures as a picture is worth a thousand words Examples Pictures, Charts, Graphs, Diagrams, Figures etc..

Non Verbal Body Language

In face to face communication

10 % through words 40 % through tone of voice 50 % through posture and gesture

Body Language Some Expressions

Raised eyebrows Amazement Smile Happiness, Friendliness Sitting on the edge Great interest, Listening Biting Lips Nervousness Jingling Coins Nervousness Arms at the sides Open to suggestions Pointing Finger Authority Anger

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