2. 
 Define and understand communication and the
communication process
 List and overcome the filters/barriers in a
communication process
 Practice active listening
 Tips to improve verbal and non verbal
communication
Objectives not per the ppt

3. 
 Communication is the exchange of ideas, opinions
and information through written or oral or in action.
 Basically communication process need sender,
medium and receiver.
Communication

4. 
SourceSource EncodingEncoding ChannelChannel DecodingDecoding ReceiverReceiver
Feedback
Context
Msg Msg Msg Msg
Process of CommunicationProcess of Communication

5. 
 Sender – person wishing to share information with
some other person
 Message – what information to communicate
 Encoding – sender translates the message into
symbols or language
Communication Process

6. 
 Translating internal thought patterns into a
language or code the intended receiver of the
message will likely understand and/or pay
attention to
 Choice of words, gestures, or other symbols for
encoding depends on the nature of the message.
 Technical or non technical
 Emotional or factual
 Visual or auditory
 Cultural diversity can create encoding challenges.
Encoding

7. 
 Noise – refers to anything that hampers any stage of
the communication process
 Receiver – person or group for which the message is
intended
 Medium – pathway through which an encoded
message is transmitted to a receiver
 Decoding - critical point where the receiver
interprets and tries to make sense of the message
The Communication
Process

8. 
 Successful decoding depends on the receiver
having:
 A willingness to receive the message
 Knowledge of the language and terminology used
in the message
 An understanding of the sender’s purpose and
background situation
Decoding

9. 
 Communication can be divided broadly into two
categories
 Verbal communication
 Non-verbal communication
Nature of communication

10. 
Verbal Communication
 The encoding of messages into words, either
written or spoken
Nonverbal
 The encoding of messages by means of facial
expressions, body language, and styles of dress.
Verbal & Nonverbal
Communication

11. 
 Business Communication is neither transmission of
message nor message itself. It is the mutual
exchange of understanding.
 The basic functions of management cannot be
performed well without effective communication.
 Feedback is integral part of business
communication.
Business communication

12. 
Business Communication can be of two types:
 Oral Communication - An oral communication can
be formal or informal.
 Written Communication - Written means of
business communication.
Types

13. 
 The term oral means anything “Pertaining to the
mouth." The words and the manner in which words
are pronounced either by the way of face to face
communication or through some mechanical or
electrical device.
Oral Communication

14. 
 There is high level of understanding and transparency.
 There is flexibility for allowing changes in the decisions
previously taken.
 The feedback is spontaneous in case of oral
communication. Thus, decisions can be made quickly
without any delay.
 Oral communication is not only time saving, but it also
saves upon money and efforts.
 Oral communication is best in case of problem
resolution.
Advantages of Oral
Communication

15. 
 There may be misunderstanding.
 It requires attentiveness and great receptivity on
part of the receivers/audience.
 Oral communication (such as speeches) is not
frequently used as legal records except in
investigation work.
Limitations of Oral
Communication

16. 
 The communication in which the information is
exchanged in the written or printed form. It creates a
record and can be preserved.
Written communication

17. 
 Written communication helps in laying down
apparent principles and policies for running of an
organization.
 It provides ready records and references.
 It assists in proper delegation of authority. While in
case of oral communication, it is impossible to fix
and delegate.
 Legal defenses can depend upon written
communication as it provides valid records.
Advantages of Written
Communication

18. 
 Written communication does not save upon the
costs.
 Written communication is time-consuming as the
feedback is not immediate.
 Effective written communication requires great
skills.
 Too much paper work and e-mails burden is
involved.
Disadvantages of Written
Communication

19. 
 promotes motivation.
 source of information.
 altering individual attitudes.
 controlling process.
Importance of communication
in an organization

20. 
Communication Flows

21. 
 Communication that flows from lower level to
higher level in an organization.
 It provides feedback on how well the organization
is functioning.
 The subordinates use upward communication to
convey their problems and performances to their
superiors.
Upward Flow of
Communication

22. 
 Communication that flows from a higher level in an
organization to a lower level is a downward
communication.
 Giving job instructions and provide feedback to
their performance.
 Both Downward & Upward Communications are
collectively called “Vertical Communication”
Downward Flow of
Communication

23. 
 Communication that takes place at same levels of
hierarchy in an organization is called horizontal
communication.
 Horizontal Communication is essential for:
 Solving problems
 Accomplishing tasks
 Improving teamwork
 Boosting efficiency
Lateral / Horizontal
Communication

24. 
 Communication with people outside the company
is called external communication.
 It leads to better Sales volume.
 It improve Overall performance, Public goodwill
and Corporate image.
External Communication

25. 
 Grapevine is an informal channel of business
communication.
 It stretches throughout the organization in all
directions irrespective of the authority levels.
 Grapevine channels carry information rapidly.
 The grapevine is not trustworthy always because it
spread more by gossips and unconfirmed report.
Grapevine communication

26. 
 Perceptual and Language Differences
 Information Overload
 Inattention
 Time Pressures
 Complexity in Organizational Structure
Communication barriers

27. 
 Noise
 Inappropriate medium
 Assumptions/Misconceptions
 Emotions
 Language differences
 Poor listening skills
 Distractions
Barriers to communication

28. 
 Eliminating differences in perception
 Use of Simple Language
 Active Listening
 Simple Organizational Structure
 Avoid Information Overload
To Overcome the
Communication Barriers

29. 
1. Completeness
2. Conciseness
3. Consideration
4. Clarity
5. Concreteness
6. Courtesy
7. Correctness
7 C’s of effective
communication

30. 
…in the new global and diverse
workplace requires excellent
communication skills!
Success for YOU…

32. 
 Almost 45% of time we spend in listening.
 An essential management and leadership skill.
 A process of receiving, interpreting and reacting to
a message.
 Difference between listening & hearing
Introduction

33. 
 Appreciative listening
 Empathetic listening
 Comprehensive listening
 Critical listening
Types of listening

34. 
 Being non-evaluative
 Paraphrasing
 Reflecting implications
 Reflecting hidden feelings
 Inviting further contributions
 Responding non-verbally
Traits of a good listener

35. 
 Show keenness
 Expressions
 Alertness
 Questions
 Not neglecting physical aspects
 Valid reason for criticism
Active versus passive
listening

36. 
 Good listening helps you to take better decisions and
make better policies in organization.
 On the contrary lack of proper listening can lead to
embarrassing situations because of a gap in
coordination and understanding.
Implications

37. 
Tips for effective listening
 DO’s
 Be mentally prepared to listen
 Evaluate the speech not the
speaker
 Be unbiased to the speaker by
depersonalizing your feelings
 Fight distractions by closing off
sound sources
 Be open minded
 Ask questions to clarify and not
to overshadow intelligence
 Paraphrase from time to time
 Send appropriate non-verbal
signals time to time
 Don’ts
 Not to pay undue emphasis on
vocabulary as you can use the
context to understand the
meaning
 Not to pay too much attention to
the accessories and clothing of
the speaker
 Not to prepare your responses
while the speaker is speaking
 Avoid preconceptions and
prejudices
 Not to get distracted by outside
influences
 Not to interrupt too often
 Not to show boredom

38. 
 You do not listen with just your ears. You listen with
your eyes and with your sense of touch. You listen
with your mind, your heart, your imagination. (Egan
Gerard)
 A good conversationalist is popular, a good listener
even more so. Talk only if you have something to
say.
Conclusion

40. 
 Here are 7 strategies and suggestions to help you
improve your listening skills.
1.) Increase your listening span:
 Try to resist the temptation to interrupt.
 Make sure the speaker has had a complete chance to
make his or her point before you speak.
 If you don't get the whole message, ask the speaker to
repeat what they said.
2.) Take time to listen:
 Don't put obvious limitations on your listening time -
the speaker will feel rushed.
7 Ways to Improve Your
Listening

41. 
3.) Listen between the lines:
 Don't just listen to what is being said.
 Try to understand the attitudes, needs and motives behind
the words.
4.) Give your full attention:
 Nodding or interjecting occasionally to clarify a point lets
the speaker know you are interested.
 If the speaker pauses briefly, don't rush to fill the silence.
 Use open-ended questions to encourage elaboration.
7 Ways to Improve Your
Listening

42. 
5.) Restate the message:
 When you are sure that the speaker has finished,
restate the main points.
 This is a good organizing strategy for you.
 It also gives the speaker assurance that the message
has been received.
6.) Listen for ideas as well as facts:
 A good listener makes an effort to understand what the
facts add up to.
7 Ways to Improve Your
Listening

43. 
7.) Don't monopolize:
 Resist the urge to dominate a situation or to feel that you
know everything about a situation.
 Be open to new ideas and allow the speaker to have his or
her say.
7 Ways to Improve Your
Listening

45. 
 The importance of listening in communication is
enormous. People often focus on their speaking
ability believing that good speaking equals good
communication. The ability to speak well is a
necessary component to successful communication.
The ability to listen is equally as important. There are
some barriers for listening, which will effect the
listening process.
Introduction

46. 
Physical barrier
Two major physical
constraints of effective
listening are
Noise environment.
Learning Impairment

47. 
Psychological barrier
It consists of thoughts
and feelings that people
from listening to what is
said.

48. 
Language problem
 For effective listening language is important.
 Better to use simple words and avoid unfamiliar words

49. 
Non verbal distractions
This symbol having
different meanings in
different countries
UK & USA=OK
JAPAN=MONEY
RUSSIA=ZERO
BRAZL=INSULT
INDIA=GOOD

50. 
Thought speed
Quest:2+2…
Listener:2+2=4
But actual question is…
2+2+4=?
Listeners thought speed is faster than the speakers
expression speed

51. 
Faking attention

52. 
Questions