2. PROCESS OF
COMMMUNICATION
Communication is a two way process
in which there is an exchange of ideas
towards a mutually acceptable goal.
The process of communication
involves two or more persons
participating through a medium that
carries the information for a particular
purpose which is mutually understood
by both sender and receiver.
AVI ANAND
3. ELEMENTS OF THE
COMMUNICATION PROCESS
Sender / speaker/ Encoder
Receiver / Listener / Decoder
Message
Medium
Feedback
AVI ANAND
4. SENDER
The person who initiates the
communication process
He from his personal data bank
selects ideas, encodes it and finally
transmits it to the receiver through a
medium
The sender must communicate in a
way that is in accordance with the
expectations of the receiver
AVI ANAND
5. RECEIVER
A receiver is the targeted audience of
the message.
Receiver gets the
message, understands it, interprets
and tries to perceive the total meaning
of the message as transmitted by the
sender.
He receives the encoded message
and decodes it.
AVI ANAND
6. MESSAGE
It is the information written or
spoken, which is to be sent from one
person to another.
The message should be
organized, structured, shaped and
selective
It is the most important element of
communication
AVI ANAND
7. MEDIUM/CHANNEL
It is the vehicle which facilitates the
sender to convey the message to the
receiver
Each medium has its own rules and
regulations
Prior to the composition of
message, the medium/channel should
be decided
AVI ANAND
8. FEEDBACK
It is a loop that connects the receiver
to sender
It ensures that that receiver has
received the message and understood
it as intended by the sender.
Effective communication takes place
only when there is a feedback
AVI ANAND
9. PROCESS
SENDER
FEED BACK
RECEIVER
ENCODIN
G
DECODIN
MESSAGE G
CHANNEL
AVI ANAND
10. ENCODING
It is changing the message from its
mental form into symbols i.e. patterns
of words, gestures or signs of a
specific language
AVI ANAND
11. DECODING
It is the act of translating symbols in
communication into their ordinary
interpretation.
It also includes understanding of
words, tone of speaker and choice of
words used by him
AVI ANAND
13. FUNCTIONS OF
COMMUNICATION
Information sharing
To provide Feedback
Influence
Problem solving
Assists in Decision making
Group Building
To give Job Instructions
Emotive function
Ensuring effectiveness of policies
AVI ANAND
15. TYPES OF
COMMUNICATION
ORGANISATIONAL DIRECTION OF
EXPRESSION
STRUCTURE COMMUNICATION
VERBAL
FORMAL UPWARD • ORAL
• WRITTEN
INFORMAL DOWNWARD
NON-VERBAL
LATERAL
DIAGONAL
INWARD
OUTWARD
AVI ANAND
16. FORMAL COMMUNICATION
Communication that is formally
controlled by managers or people
occupying positions in an organization
It is officially recognized positions
along the line in the organization
The efficiency of an organization
depends on regular flow of messages
which need to be organized into a well
ordered network to ensure that
communication flows easily and
executives are well informed
AVI ANAND
17. ORGANIZATIONAL
STRUCTURE
BOARD OF
DIRECTORS
MANAGING
DIRECTOR
TOP LEVEL
MANAGEMENT
MIDDLE LEVEL MANAGEMENT
SENIOR SUPERVISORS
FIRST LINE SUPERVISORS
EMPLOYEES
AVI ANAND
18. ADVANTAGES OF FC
1. Helps in maintaining the authority
structure of the org.
2. Better cooperation and coordination
among employees
3. Overlapping of communication does not
occur
4. It is trustworthy
5. Helps in maintaining protocol and
respect of organisation structure
6. Follow up and compliance becomes
easy
AVI ANAND
19. ADVANTAGES OF FC
1. Free from biasness
2. Minimal chance of information
leakage
3. Away from gossip
EXAMPLES
Memos, Circular, Notice, Policies, Repo
rts, Feedback
AVI ANAND
20. DISADVANTAGES
Time consuming
Does not allow social and emotional
bonds to be created
Stands in between free flow of
information between organizational
levels
AVI ANAND
21. INFORMAL COMMUNICATION
The communication which flows
around water coolers, down
hallways, through lunch rooms and
wherever people get together in
groups
The communication which is required
to fulfill the social need of human
being i.e. sharing one‟s
emotions, feelings..
AVI ANAND
22. FACTORS RESPONSIBLE FOR
GRAPEVINE COMMUNICATION
Feeling of uncertainty or lack of sense
of direction
Lack of self confidence
Feeling of insecurity or isolation when
your group is changed
Some unusual happening in the
organization
Personal problems of the employees
AVI ANAND
23. TYPES OF GRAPEVINE
CHAINS
Single Strand- A to B, B to C……
Gossip - A to many people together
Probability – Telling randomly to
anyone
Cluster – A to many, many to many
AVI ANAND
24. ADVANTAGES
Speedy transmission
Immediate Feedback
Support to other channels
Psychological satisfaction
Uniting force
Creation of ideas
Good personal relations
AVI ANAND
25. DISADVANTAGES
Can not be taken seriously
Do not carry complete information
Distorts information
Hampers production
Chances of misinterpretation
Lack of accountability
AVI ANAND
26. HOW TO REDUCE GRAPEVINE
IN ORGANISATION
Keep the employees well informed
about policies, plans and prospects
Fruitful group activities that enhance
self worth and update knowledge
should be held frequently
Managers should have open door
policy
Create healthy environment where
there is a room for personal talk
Involve employees in decision making
AVI ANAND
27. HOW TO REDUCE GRAPEVINE
IN ORGANISATION
Rumours should not be encouraged
Managers should listen the problem of
employees empathetically
AVI ANAND
28. COMMUNICATION BASED ON
DIRECTION
DOWNWARD COMMUNICATION
◦ Communication that flows from top to
bottom
◦ It means flowing through the hierarchical
system
◦ This type of communication exists in
organization where there is authority
structure
AVI ANAND
29. HIERARCHY
CEO
BUSINESS BUSINESS
HEAD HEAD
EXECUTIVE1 EXECUTIVE2 EXECUTIVE3
AVI ANAND
30. TYPES OF DOWNWARD
COMMUNICATION
• INSTRUCTIONS
• MEMORANDA
• NOTICE
WRITTEN •
•
POLICY STATEMENTS
MANUALS/HANDBOOKS
• INSTRUCTIONS
• SPEECHES
• MEETINGS
ORAL • TELEPHONE CALL
AVI ANAND
31. UPWARD COMMUNICATION
Communication that flows from bottom
to top i.e. from lower hierarchical level
to higher level.
It is mainly used to tell superiors what
is happening at the lower levels
It can flourish only in democratic
organisations
Example
feedback, suggestions, complaints, re
ports AVI ANAND
32. OMBUDPERSON/OMBUDSMA
N
Acts like a liaison between the top
management and employees
Promotes upward communication by
discussing the concerns of employees
with the management
It promotes valuable upward
communication link and prevents
scandals and legal costs by timely
action on part of appropriate person
AVI ANAND
34. LATERAL/HORIZONTAL
COMMUNICATION
Communication that takes place
between 2 or more persons who are
subordinates working under the same
person i.e. working at same level
AVI ANAND
35. DIAGONAL/CROSSWISE
It includes flow of information among
persons at different levels who have
no direct reporting relationships
It is used to speed up information
flow, improve understanding and co-
ordinate efforts for achievement of
organizational objectives
AVI ANAND
37. INWARD COMMUNICATION
Includes all the information received by the
organisation from external agencies like
government, other
organisations, suppliers, customers, competit
ors, media or shareholders
It can be
◦ Letters
◦ Emails
◦ Offers
◦ Orders
◦ Complaints
◦ Notice
◦ Suggestions
◦ Requests
AVI ANAND
38. OUTWARD COMMUNICATION
Communication which the
organisation maintains with the
outside world.
It is a difficult task as interaction takes
place between a large number of
people belonging to various
disciplines, with different personalities
and expectations.
This communication creates the image
of a company in eyes of outside world
AVI ANAND
39. FORMS OF OUTWARD
COMMUNICATION
◦ ADVERTISEMENTS
◦ MEDIA INTERACTION (PRESS
NOTES, CONFERENCE)
◦ NEGOTIATIONS
◦ MAILS
◦ TENDERS
◦ TELEPHONE CALLS
◦ LETTERS
AVI ANAND
40. ORAL COMMUNICATION
Anything that emanates from the
mouth is referred to as oral
communication
The words used and the manner in
which these words are pronounced
forms the major component of oral
Supervisors –
25%
communication
Executives – 65-
75%
Top Management
– 90%
AVI ANAND
41. FEAURES
Instantaneous two way process
One off exercise
Day to day language
Presence of sender and receiver
Principles – Accuracy, Clarity, Brevity
Effect of body language and speech
modulation
It cannot be erased or mended
AVI ANAND
42. METHODS OF ORAL
COMMUNICATION
A. AMONG INDIVIDUALS
• Face to face conversation
• Interviews
• Telephonic conversation
• Grapevine
AVI ANAND
44. ORAL COMMUNICATION
SKILLS
A manager should be able to converse or
discuss persuasively, effectively and
convincingly. Thus he must have
following oral communication skills
Help in problem solving
Resolve conflict
Influence people to work together
Be assertive without being aggressive
Develop listening skills
Be an effective negotiator
AVI ANAND
45. ADVANTAGES
Immediate feedback
Better relationship
Time saving
Effective tool of persuasion
Effective tool of group communication
Economical
Allows to measure effectiveness
immediately
It is the only way out during an
emergency AVI ANAND
46. DISADVANTAGES
Lack of retention/documentation
Distortion in passing the message
No legal validity
Possibility of misunderstanding
Unsuitable for long messages
Difficulty in assigning responsibility
It is constrained by physical barriers
Not effective when target group is
spread out
AVI ANAND
47. TIPS FOR EFFECTIVE ORAL
COMMUNICATION
Be confident
Use simple language and familiar words
Be brief and precise
Avoid use of slang words
Be sensitive and courteous to the
listener
Don‟t be repetitive
Hear the other person too
Maintain eye contact
Exhibit positive gestures and body
language AVI ANAND
48. WRITTEN
COMMUNICATION
Communication that can be expressed
in written words of any language
Most businesses rely on records and
written documents, rather than on
verbal contracts and oral
commitments
It reaches out across vast
geographical areas and target readers
around the world
AVI ANAND
49. METHODS OF WRITTEN
COMMUNICATION
Letters Manuals Reports
Memorandum Handbook Email
Notices Agenda Complaints
Circulars Minutes Forms
AVI ANAND
50. CHARACTERISTICS OF
WRITTEN COMMUNICATION
Most formal type of communication
Used for documentation
Used for circulation of information
Conventional by nature
Presence of sender and receiver is not
necessary at the same time
A creative activity
It has few cycles
Time factor
AVI ANAND
51. ADVANTAGES OF WRITTEN
COMMUNICATION
Ready reference
Legal defense
Promotes uniformity
Mass access
Suitable for distance communication
Image building
Accurate and unambiguous
Permanent in nature
Permits substitution and revision
AVI ANAND
52. DISADVANTAGES OF
WRITTEN COMMUNICATION
Limited to literate world
Time consuming
Lot of paper work
Needs expertise in expression
Lack of immediate feedback
Costly
More man hours needed
No immediate feedback or clarification
AVI ANAND
53. NON VERBAL
COMMUNICATION
Communication which does not
involve use of words, neither spoken
nor written
It is the wordless message received
through the medium of
gestures, signs, body
movements, facial expressions, tone
of voice, colour, time, space…
AVI ANAND
54. CHARACTERISTICS OF NON
VERBAL COMMUNICATION
Instinctive – indicates the
attitude, feelings of the speaker
Less conscious – less deliberate
Subtle – difficult to understand
Complimentary to verbal
communication
Forms the larger part of the overall
communication activity
AVI ANAND
55. Classification of NON VERBAL
COMMUNICATION
PROXEMICS (SPACE
TIME LANGUAGE PARA LANGUAGE SIGN LANGUAGE
LANGUAGE)
KINESICS (BODY LANGUAGE)
VOICE
FEATURE FIXED • PITCH VARIATION
• SPEAKING SPEED VISUAL SIGNS
SPACE
FACIAL • PAUSE
EXPRESSIONS • NONFLUENCIES
• VOLUME VARIATION
• PRONUNCIATION
SEMI FIXED AUDIO/SOUND
SPACE SIGNALS
EYE CONTACT
PERSONAL SPACE TOUCH
GESTURES
SURROUNDINGS
• COLOUR
• LAYOUT AND DESIGN
BODY POSTURES WORD STRESS
APPEARANCE
AVI ANAND
56. KINESICS
Kinesics means body movements.
Body language is a reflection of
thoughts and feelings
By nodding our head, blinking
eyes, waving hands; we send out
signals and messages which are
louder than words.
Our body consciously and
unconsciously carries
messages, attitudes and moods
indicating warmth, indifference
AVI ANAND
57. 1. Facial expressions
“The face is the index of heart”
Whatever we feel deep within
ourselves is at once reflected in our
face making facial expressions an
integral part of communication.
The face and eyes are the most
expressive means of body
communication.
AVI ANAND
59. DALE LEATHER‟S Facial
Expressions
HAPPINESS
BEWILDERMENT/
CONFUSION SADNESS
CONTEMPT FEAR
DISGUST ANGER
INTEREST
SURPRISE
DETERMINATION
AVI ANAND
60. 2. Eye Contact
Eye contact is one of the most
powerful forms of non verbal
communication
When we look at somebody‟s face, we
primarily focus on his eyes and try to
understand what he means.
The eyes along with eyebrows, eyelids
and size of pupils convey our
innermost feelings
AVI ANAND
61. HOW AN EYE COMMUNICATES
It shows emotions and establishes
conversational regulators
Monitors feedback
Serves as a reminder
It creates discomfort or anxiety
Depicts confidence level
AVI ANAND
62. 3. GESTURES
Physical movement of
arms, legs, hands, torso and head that
help one to express thoughts and
emphasize one‟s speech is called
GESTURES
AVI ANAND
63. a) EMBLEMS
EMBLEM MEANING
PATTING THE STOMACH HUNGRY/FULL
NODDING THE HEAD YES/NO
PATTING THE ADJACENT SEAT SIT BESIDE ME
YAWNING BORED/SLEEPY
PLACING FINGER ON LIPS BE SILENT
SCRATCHING HEAD FRUSTRATION/CONFUSED
WAVING HELLO/BYE
B) Illustrators – it illustrates the
words which a speaker is saying
AVI ANAND
64. C) Regulators – they control oral
communication by alerting the sender
to the need of hurry up, slow down or
repeat something
D) Displays – indicate emotional
states such as anger and fear. People
have less control over them. Eg. Face
turning red
E) Adaptors – gestures of which
people are not aware while
performing. Eg yawning, crying
AVI ANAND
65. 4. Body posture
The body posture and position
conveys a variety of messages
“Hold your head high” – a sign of
honour, self respect, confidence
Posture depicts the interest in another
person
AVI ANAND
66. 5. APPEARANCE
It includes
clothing, hair, jewellery, cosmetics
A dress speaks about a person‟s
attitude towards life, work, colleagues
and his own feelings
Choice of shoes, hair style also
convey meaning in a non verbal form.
AVI ANAND
67. PROXEMICS OR SPACE
LANGUAGE
It is the study of how we communicate
with the space around us
Proxemics is made from “Proxemity”
which means nearness
How close or far people stand in
relation to each other, or sit in a
room, or how the office furniture is
arranged conveys a lot of things.
AVI ANAND
68. EDWARD T.HALL – types of
space
1.FEATURE FIXED SPACE – it refers
to buildings and other fairly
permanent structures, such as walls.
The manner in which buildings are laid
out and the sequence of rooms and
offices have a considerable influence
on communication.
Evidence reveals that bigger the fixed
place, higher will be the status of
individuals in organization.
AVI ANAND
69. 2. SEMI FIXED FEATURE SPACE – the
arrangement of moveable
objects, such as desk and chairs
The quality of furniture has considerable
influence on the status of the
individuals
AVI ANAND
70. 3 PERSONAL SPACE – physical
distance between us and other people
tells us about our relation and nature
of communication with them. It can be
divided into 4 circles:
a) Intimate Zone – up to 18 inches
b) Personal Zone – 18 inches to 4 feet
c) Social Zone – 4 to 12 feet
d) Public Zone – 12 feet to as far as we
can see and hear
AVI ANAND
71. COLOURS
Different colours are associated with
different behaviour patterns, attitudes
and cultural backgrounds
People make serious efforts to choose
the right colour for any significant
moment.
An indifference to choice of colour is
regarded as lack of sophistication
AVI ANAND
72. LAYOUT AND DESIGN
Much attention is paid to layout of
conference room, reception and
working area in an office
The space
arrangement, architecture, carpeting,
design convey a meaning
AVI ANAND
73. TIME LANGUAGE
Type of communication wherein we
communicate with others in terms of
time by showing them in our own
cultural way, what time means to us.
“Time is Money”
While people in the West are time
conscious, attaching the highest
importance to punctuality, people in
the East have a more relaxed attitude
towards time .
AVI ANAND
74. CHROMATICS
The way we use and structure time
can send intentional and unintentional
messages about what we value and
whom we consider to be important.
AVI ANAND
75. PARA LANGUAGE
It is defined as the type of non verbal
communication that includes
articulation, rate, pitch, volume, pause
s and other vocal qualities.
Verbal communication consists of
“what” or the contents whereas para
language involves “how” of a
speaker‟s voice or the way in which he
speaks.
AVI ANAND
76. 1. VOICE
Voice tells us about the
background, education and
temperament of a person.
It is very important for every individual
to have a clear and pleasant voice for
communication.
SPEAKING
PITCH VARIATION PAUSE
SPEED
VOLUME
NONFLUENCIES PRONUNCIATION
VARIATION
AVI ANAND
77. PITCH VARIATION
The property of sound that varies with
variation in the frequency of vibration
A high pitch indicates
nervousness, anxiety, tension, fear, a
nger or joy
A low pitch shows
affection, sadness, boredom or
empathy
AVI ANAND
78. SPEAKING SPEED
As a general rule, we should present
the easy parts of a message in a brisk
pace, and difficult, complicated
information at a slower pace
At the time of emergency, anxiety and
impatience; one tends to increase the
speaking speed
Decrease in speaking rate can
indicate shyness or thoughtfulness
AVI ANAND
79. PAUSE
The pace or speed of speaking is also
accompanied by a pause
We cannot and we should not go on
speaking without pausing voluntarily and
involuntarily
A pause can be highly effective in
emphasizing the upcoming subjects and
in gaining listener‟s attention
Too much pauses can distract the
listener
A speaker must ensure right use of
AVI ANAND
80. NONFLUENCIES
Speech is not always a continuous
string of meaningful words. It is
normally scattered with intervals which
may be inserted with sounds like
„ah‟, „oh‟ ,‟um‟, „you know‟, „like‟ etc
It may also include laughing and
chuckling
They are mainly used to break the
monotonous part of the speech
AVI ANAND
81. VOLUME VARIATION
Volume is quality of voice that
frequently conveys meaning of our
conversation
The loudness of our voice should be
adjusted according to the size of
audience
Voice volume tends to vary with
emotional and personality
characteristics of speaker
AVI ANAND
82. LOUDNESS SOFTNESS
ANGER AFFECTION
CHEERFULNESS BOREDOM
JOY SADNESS
HIGH STATUS LOW STATUS
FEARLESSNESS FEAR
STRENGTH EMPATHY
AVI ANAND
83. PRONUNCIATION
The manner in which someone utters
a word
AVI ANAND
84. 2. WORD STRESS
By placing stress or emphasis on a
word or part of sentence, the entire
meaning is changed
AVI ANAND
85. SIGN LANGUAGE
Communication is a process involving
the use of mutually understood signs
and symbols between the sender and
receiver of a message
The signs are of two types; visual and
audio signs
Smell, touch and taste also
communicate because sensory
perception and impressions are a
necessary part of human existence
AVI ANAND
86. 1. VISUAL SIGNS
“A picture is worth a thousand words”
Visual signs are a universal language
understood by anybody anywhere
MAPS AND
PAINTINGS POSTERS
DIAGRAMS
LIGHTS FLAGS
AVI ANAND
88. 3. TOUCH
Intimate Touch – between a child and
mother to show love and affection
Friendly Touch – between friends to
show warmth and friendly attitude
Professional Touch – doctor and
patient
Social Touch – handshaking, blessing
the younger's, patting one‟s back
AVI ANAND