2. What is Communication?
 Communication is conveying of information or data from
one person (the sender) to another (the receiver).
 Both the sender and the receiver have a part to play in
the communication process.

3. PROCESS OF COMMUNICATION

5. BECAUSE…
 Competence in oral communication – in speaking and
listening , personal, and professional success in life.
Oral communication competence can contribute to
individuals' social adjustment and participation in
satisfying interpersonal relationships.
• Developing the Ability to Speak.
• Qualifies One to Participate in Public Life.
• Effective communication is essential in business both for
organizations and for individuals.

• Effective communication is a key skill in Impression
management.

6. Why communication skills
needed?
 If no communication skills
 Damaging professional growth
 Limiting movement to top management positions

7. Listening: heart of
communication
 About 80% of each day listening
 Increasing as you climb the professional ladder
 Issues
 Reflective listening
 Physical listening

8. Reflective listening
 Focusing on
 listen for prevailing emotion
 put yourself in the speaker shoes
 How to do
 indicate your interest
 Don't interrupt speaker
 Involve your whole body (e.g., good eye contact)
 Make speaker pay attention (e.g., "Hmmm", "Really",
"That's interesting")

9. The Sender
 The sender is responsible for creating a message
(encoding) that is clear, polite, concise.
 He must take into consideration the receiver in terms of
age, maturity level, sex, language and other background.

10. The Receiver
 The receiver who will be either listening, reading or
observing – is responsible for listening carefully/ reading
cautiously.

11. Communication Barriers
Problems/ barriers/ breakdowns may arise at any of the
following levels:
(a) The sender's level in
(i) formulating/ organizing thought, ideas, message
(ii) encoding the message
(b) The receiver's level in
(i) receiving the message;
(ii) decoding the received message;
(iii) understanding/interpreting the message.
(c)Transmission level where 'noise' occurs.
(d)The feedback/reaction level that is a necessary
condition of the completion of the process.

12. 1.Wrong choice of medium
2.Physical barriers
3.Semantic barriers
4.Socio-psychological barriers

13. Wrong choice of
Channel
Miscommunication can originate at three levels: at the level of the
transmitter of the medium, or of the receiver. In technical parlance,
anything that Obstructs free flow of communication is called 'noise'.
Or we may refer to it simply as a 'barrier' to communication.

14. Physical barriers
1. Noise. Noise is quite often a barrier to communication.
2. Time anti. distance. Time and distance also act as barriers to the
smooth flow of communication.

15. Semantic barriers
1. Interpretation of words. Most of the communication is carried on
through words, whether spoken or written. But words are capable
of communicating a variety of meanings.
2. Bypassed instructions. Bypassing is said to have occurred if the
sender and the receiver of the message attribute different
meanings to the same word or use different words for the same
meaning.

16. Socio-psychological
barriers
1. Altitudes and opinion: Personal, attitude and opinion often act as
barriers to effective communication. If an information agrees with·
our opinions and attitudes, we tend to receive it comfortably. It fits
comfortably in the filter of our mind. But if an information disagrees
with our views or tends to run contrary to our accepted beliefs; we
do not react favorably.
2. Emotions. Emotional states of mind play an important role in the act
of communication. If the sender is perplexed, worried, excited,
afraid, nervous, his thinking will be blurred and he will not be able to
organize his message properly.
3. Closed mind. A person with a closed mind is very difficult
to communicate with.

17. Internal Communication is
 With people inside the organisation.
 e.g. Notice Board.

18. External Communication is
 Between the organisation and people outside.
 e.g. Letter

20. VERBAL COMMUNICATION
It means communicating with words,
written or spoken. Verbal communication
consists of speaking, listening, writing and
reading

21. CHARACTERSTICS OF EFFECTIVE
VERBAL COMMUNICATION
 Consider the objective
 Be sincere
 Use simple language, familiar words
 Be brief and precise
 assume nothing
 Use polite words and tone
 Say something interesting and pleasing

22. MERITS
 More personal and informal
 Makes immediate impact
 Provides opportunity for interaction and feedback
 Help us correct ourselves (our messages according to
the feedback and non-verbal cues from the listener)
 It is fastest and less expensive

23. DEMERITS
 It can be quickly forgotten.
 A word once uttered cannot be taken back
 There is no legal evidence of oral communication
 Impact may be short lived
 Very difficult to be conscious of our body language

24. BARRIERS TO EFFECTIVE VERBAL
COMMUNICATION
 STATUS- formal and informal status levels
affects effectiveness of face to face
communication
 COMPLEXES- lack of confidence or sense of
superiority.
 ABSTRACTING- it is partial and selective
listening, leading to loss of information
 LANGUAGE BARRIER- listener should be
familiar with the language used by the speaker.

25. NONVERBAL COMMUNICATION
Nonverbal communication includes all
unwritten and unspoken messages, both
intentional and unintentional.

26. TYPES OF NON VERBAL COMMUNICATION
Kinesics communication Meta communication
-Body language. -through words, depicting
alternate meaning.
-includes behavior. -shows latent meaning.

27. Forms of non verbal
communication
Facial
expression
Body
movement
Gestures
Eye
contact
voice Touch
Pitch
Range
Quality
Tone
Volume
Duration
Pauses
and
silence
Sorrow
Tension
Happiness
Tired
Crazy
angry
Hand
Head
Legs
Way of
standing
Single &
Double hand
Gestures
Other move-
-ments made
By body
Healing
Touch
Social
Touch
Etc.

29. FEATURES :
 Non verbal communication flows through all acts of
speaking or writing.
 They are the wordless messages .
 Is a creative activity , which comes through stimuli
produced by the mind.

30. Importance of non-verbal communication
A person to have quality
communication skills
must possess the
knowledge of non-verbal
communication.
As compared to words
and vocal variety non-verbal
communication
matters a lot.

32. Formal Communication
President
Vice
President
Vice
President
Manager Manager Manager Manager
Efforts at coordination
Information
Upward communication, Downward communication, horizantal communication
Instructions and directives
Some examples of formal communication include reports,
presentations, and media releases. This type of communication is
usually planned and takes some time and effort to prepare.

33. Formal Communication
 downward communication:
 instructions, directions, orders
 feedback
 upward communication:
 data required to complete projects
 status reports
 suggestions for improvement, new ideas
 horizontal communication:
 coordination of cooperation

34. Informal Communication
Informal communication includes emails and ad-hoc discussions.
Informal communication has increased as many projects start to use
social networking.
 Deviation from the planned communication structure
 Direction of the flow of information
 Leaving out people in the communication line
 Integrating people into the communication line

35. Informal Communication
information shared without any formally imposed obligations or
restrictions
if an organization’s formal communication represents its skeleton,
its informal communication constitutes its central nervous system
eng. “grapevine“ (a secret means of recieving or spreading
information)
 An organization’s informal channels of communication, based
mainly on friendship or acquaintance

36. 11/18/2003
Informal Networks
Y
D
C
B
A
Chain
D H I
B J
A
K
F
G
E
C
Gossip
F B D
A
J
H
C
E
K
G I
X
Probability
A
C
D
F
J
B I
Cluster

37. - chain:
every member passes on information, but to just one
person
- gossip
one person passes on information to all the others
that he encounters
- probability chain
no structure
A is very talkative and outgoing type, passes on
information to random contacts
- cluster
information is passed on to selected persons
most common pattern
selectivity: pass on information to people with whom
you are in close contact

38. We need to
improve communication... as
70 % of our communication efforts are:
 misunderstood
 misinterpreted
 rejected
 distorted or
 not heard
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