Essentials of Communication - ICAI Knowledge · PDF fileEssentials of Communication . Learning...
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IPCC Paper 2: Law, Ethics & Communication Chapter 13
Dr. Naveen K Mehta
Essentials of Communication
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Learning Objectives
1 • Reading
2 • Interdepartmental
3 • Verbal Nonverbal and Written
4 • Communication Channels
5 • Barriers to Effective Communication
6 • Planning and composing Business messages
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Communication - An Introduction
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Communication: An Introduction
The word ‘communication’ has been derived from the Latin word
‘communis’ or ‘communicare’ that means ‘to share’.
It means- sharing of information/ideas/thoughts/opinions.
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Communication: Definitions
George Terry: “Communication is an
exchange of facts, ideas, opinions or emotions by two or more persons.”
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Communication: Definitions
Peter Little:
“Communication is the process by which information is
transmitted between individuals and/or organizations so that an
understanding response results.”
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Understanding The Definitions
• The key element is “understanding”
Thus, communication is the process of sharing
our ideas, thoughts, and feelings with other
people and having those ideas, thoughts and
feelings understood by the people we are
talking with.
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Factors For the Growth of Communication
Growth in the size and multiple
Technological advancement locations of organization.
Growth of trade unions.
Growing importance of human relations.
Public relations.
Advances in behavioural sciences.
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Communication Process
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THE PROCESS OF COMMUNICATION
• involving both receiving and giving messages; and a
• two-way method utilizing both spoken words and nonverbal messages.
Communication is a two-way
process
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The Process Of Communication
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Forms of Communication
Formal:
Established and agreed procedures - Memos, Circulars,
Notices, Letters etc.
Informal:
Channels not formally
recognised – ‘the grapevine’, Gossip,
Chitchat
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Formal Communication
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Formal Communication Paths
Formal Communications
Horizontal
Downward
Upward
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Downward/ Upward Communication
Executive Director
Vice President
A.G.M.
Manager
Supervisor
Foreman
Downward Communication
Upward Communication
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Horizontal Communication
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Downward Communication
• Highly Directive, from Senior to subordinates, to assign duties, give instructions, to inform to offer feedback, approval to highlight problems etc.
Downward Communication:
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Upward Communication
• It is non directive in nature from down below, to give feedback, to inform about progress/problems, seeking approvals.
Upward Communication:
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Horizontal Communication
• Among colleagues, peers at same level for information level for information sharing for coordination, to save time.
Lateral or Horizontal
Communication:
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Definitions
• Superior to subordinate. Downward
• Subordinate to superior. Upward
• Between co-worker with different areas of responsibility. Horizontal
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Benefits
• Greater Job satisfaction. • Improved morale. • Managing manpower. Downward • For suggestions. • Feedback is easy. Upward • Better Understanding and cooperation. • Less Managerial conflicts. Horizontal
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Limitations
Horizontal
Lack of motivation. Physical barrier. Discourage contacts.
Upward
Discourage/disregard of employees. Distortion of the message.
Downward
Delay in operation. Unclear messages. Less /excess of information.
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Informal Communication
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Informal Communication
Communication may be oral or written for direct
contact. It may be informal also.
Informal channel of communication is also known as secondary
network of communication.
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Informal Communication
This process is known as rumor mill.
They interact on serious and non- serious issues and they spread it fast whether the information is correct or not.
According to human psychology, a person likes to form and move in groups.
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Informal Communication
The “Grapevine” is
one of the recognized channels of
informal communication.
The larger the organization,
the more active is the rumour
mill.
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Grapevine Chains
• which is the least accurate in passing on the information or message.
(1) Single Strand Chain
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Grapevine Chains
• Which is often used when information or a message regarding ‘not-on-job’ nature is being conveyed.
(2)Gossip Chain
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Grapevine Chains
• It is used when information is somewhat interesting but not really significant.
(3) Probability
Chain
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Grapevine Chains
• which acts as liaison and spreads information with the greatest speed.
(4)Cluster Chain,
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Grapevine Chains:benefits
Speedy Transaction: • Under this channel of communication,
information flows very fast.
Valuable Feedback: • Managers can obtain useful feedback
concerning their decisions and actions through the grapevine.
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GRAPEVINE CHAINS:BENEFITS
Psychological Satisfaction: • It draws employees close to each other and
inculcates in them a sense of belonging.
Supplementary Channel: • The grapevine channel of communication functions
as a supplementary channel of communication.
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Grapevine Chains: Limitations
Less credible: • As the information spreads by the word of mouth, it can not always be taken
seriously.
Distorts image of organizations: • As its origin lies in the rumours and gossips, so it may spread any kind of
stories about responsible people.
Incomplete information: • The grapevine communication does not always carry the complete information and
incomplete information may create misunderstanding.
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Inter - Departmental Communication
The word department comes from the French word departir, which means “to Separate.”
Communication between departments is essential to collaborate and achieve the objectives of the organisation.
Departments in an organization are like rooms in a house.
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Interdepartmental Communication
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Communication Media
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Communication Media
Media/ Means of Communication
Verbal
Oral
Written
Non-Verbal
Sign Language
Visual signs
Audio Signs
Body Language
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Verbal Communication
Oral One-On-One Conversation
Meetings
Phone Calls
Presentations
Video Conferences
Written Memorandums
Letters
E-Mails
Reports
Orders
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Verbal Communication
Writing 9%
Listening 45%
Reading 16%
Speaking 30%
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Oral V/S Written Communication
• More personal and informal
• Immediate impact ORAL
COMMUNICATION
• Better for complex and difficult subjects
• Better for keeping records WRITTEN
COMMUNICATION
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Oral V/S Written Communication
• It saves time, money and energy • Suitable for small messages • Less retention
ORAL COMMUNICATION
• It consumes a lot of time, money and energy
• Suitable for lengthy messages • Rate of retention is higher
WRITTEN COMMUNICATION
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Oral V/S Written Communication
• No legal validity • Better for conveying feelings and emotions • Knowledge of non-verbal cues is necessary
ORAL COMMUNICATION
• Serves as a legal document • It can be revised before transmitting • No help from non-verbal cues
WRITTEN COMMUNICATION
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Non- Verbal Communication
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Non-verbal Communication
Effective communication is the combined harmony of verbal and nonverbal actions.
Nonverbal communication consists of body movement, facial expressions and eye movement.
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Types of Nonverbal Communication
Kinesics
Paralanguage
Vocal interferences
Spatial Usage
Self-presentation cues
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Kinesics
Defined – The study
of Posture Movement Gestures & Facial
Expressions
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Kinesics
Eye Contact
Facial expressions
Emotions
Gestures
Postures
Touches
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Eye Contact
Often eye to eye contact is important to develop open and honest communication
Eye contact when listening often shows that the person is engaged in listening
Eye contact an help people to feel comfortable and valued
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Facial Expressions – Universal facial expressions
Happiness
Sadness
Anger
Disgust
Fear
Surprise
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Facial Expressions
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Gestures (Hands and arms)
Gestures, e.g: handshake
Changing their meanings over a
period of time How to tell someone
to be quiet in a library?
We use gesture when our voice engaged, e.g: talking on the
telephone, we used gesture to tell another person to come and sit
down
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Postures
The way in which we
position our bodies
Early age:
“sit up straight”, “shoulder back” –
instruction heard at home or school
Upright posture –
people who have confident (police, army)
Posture is another
sign of the status and role within
society (army, police)
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Postures
Use posture as one means of indicating to
another person our feelings of friendship or
hostility
“hands on hips” –
confrontational and hostile
Group – imitating the postures of the people
they are with (mirroring, postural congruence)
Cross legs, fold their arms
Reinforce group identities
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Touching - Haptics
Physical contact such as holding, hitting, kissing,
stroking, shaking hands,
guiding.
Linked to proxemics.
Touch is very important in our
early development.
Many rules and taboos
regulating physical contact.
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Dress
Dress – we combine items of clothing and the appropriateness of certain types of styles of dress to specific situation.
Funeral – people wear black or dark coloured clothes as a symbol or mourning ~ avoid colour clashes.
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Dress
Dress
Time dependent dress code
Office - formal
Relaxing or socialising –
casual
Initial judgments
about people because of their clothes
Dress –
one aspect of the physical appearance
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Paralanguage
Pitch Volume Rate Quality Intonation
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Paralanguage
Those utterances that we make when
we are speaking
• When we speak, we make noise that aren’t words (‘um’ or ‘ah’), we raise and lower voices, we pause, we stress some words
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Proxemics
The study of how we handle the space around us, especially in relation to other people
Human beings are territorial!
We create for ourselves spaces that belong to us and to which we try carefully to control access
Example: Our homes, Our spaces at work or school
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Spatial Usage
Spatial Usage
Proxemics
Intimate distance
Personal distance
Social distance
Public Distance
Territory Artifacts
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Space Public Zone
12’ and up
Social Zone
4’ – 12’
Personal Zone
18” – 4’
Intimate Zone
Touching – 18”
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Chronemics
Chronemics The study of how humans structure time
How do we manage and react to others’ management of time
Duration Activity Punctuality
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Benefits of Effective Communication
Effective Communication
Quicker Problem Solving
Stronger Decision Making
Increased Productivity
Stronger Business
Relationships
Enhanced Professional
Image
Smooth Work Flow
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Barriers to Communication
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Barriers to Communication
A communication of the message is successful only when both the sender and the receiver perceive it in the same manner. It is very important to understand the causes of communication breakdown.
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Barriers to Communication
Communication Barriers
Physical
Noise
Darkness
Distance
Fatigue
Semantic
Language
Words
Pictures
Symbols
Psychological
Values
Perceptions
Distrust
Poor
listening
habits
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BARRIERS TO COMMUNICATION
Noise: • It refers to the distracting element that
breaks the concentration of the sender or receiver.
Distance and Time: • Physical distance between the sender
and the receiver becomes a big barrier to the smooth flow of communication.
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Barriers to Communication
Semantic Barriers: It refers to the study of meanings of
words and signs. Sender and receiver interpret same words in
different manner:
Words carry different nuances, shades and flavours to the sender
and receiver.
Poor expression power or ability.
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Poor Pronunciation: Some Examples
Communication
Colonel
Bouquet
Career
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Barriers to Communication
Cultural Barrier: • The same category of words, phrases, symbols, actions, colours mean different things to people of different
cultural backgrounds.
Attitudes and Opinions: • Personal attitudes and opinions often interfere with communication process.
Emotions: • Emotions play a very vital role in our life. Both encoding and decoding of messages are influenced by
our emotions.
Closed Mind: • A person may have a closed mind due to deep rooted prejudices, superiority complex, limited intellectual
background and narrow mental make-up etc.
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BARRIERS TO COMMUNICATION
Poor Retention: • It is observed that in oral communication; about 30% of the information is lost in each transmission.
Status Consciousness: • Subordinates are either too conscious of their low status or too afraid of being snubbed.
Distrust: • Communication is likely to collapse when the receiver has a suspicion about the source of information.
Poor Listening: • Poor listening may lead to serious communication problems.
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HOW TO OVERCOME BARRIERS TO COMMUNICATION
Use proper channel(s). Learn to use channels well.
Use simple language.
Listen to UNDERSTAND!
Be sensitive to receiver’s point of view.
Learn to use feedback well.
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The Importance of Letters
Letters represent your company’s public image and your competence
Letters are more personal than a report, yet more formal than memos or e-mail
Letters are more permanent than e-mail
Letters constitute an official legal record of an agreement
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Guide to letter writing
1 • Stick to one format throughout the letter.
2 • Proofread. Eliminate ALL errors.
3 • Do not duplicate a letter---send original.
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FULL Block Format
Most common
Left justified
Single spaced, except double spaced between paragraphs
Do not indent the first word of each paragraph
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Block Format (MODIFIED)
Left justified except date line and closing, which are center-aligned.
Single spaced, except double spaced between paragraphs.
Do not indent the first word of each paragraph.
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Examples of Block & Full Block Letters
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Parts of a business letter
Sender’s address
Date
Inside address
Salutations
Body
Closing
Typist initials
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Date
1 • Date the letter was written.
2 • When writing to companies within the United States,
use the American date format. ( place the month before the day. For example: June 11, 2001. )
3 • Choose your format. (Date changes position
depending on format.)
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Inside Address
For international addresses, type the name of the country in all-capital letters on the last line.
Follow a woman’s preference in being addressed as Miss, Mrs., or Ms.
Include a personal title such as Ms., Mrs., Mr., or Dr.
Recipient’s address.
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Salutation
Use the same name as the inside address,
including the personal title.
If you know the person and typically address
them by their first name, it is acceptable to use only the first
name in the salutation (i.e., Dear Rakhi:).
In all other cases, however, use the
personal title and last name followed by a
colon. (Dear Mr. Ajay)
Leave one line blank after the salutation.
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Body
In the first paragraph, consider a friendly opening and then a statement of the main point.
The next paragraph should begin explaining the importance of the main point.
The closing paragraph should restate the purpose of the letter and, in some cases, request and outline some type of action.
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Closing
The closing begins at the same horizontal point as your date and one line after the last body paragraph. (Semi-block)
Capitalize the first word only (i.e., Thank you)
Leave four lines between the closing and the sender’s name for a signature.
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Enclosures
If you have enclosed any documents
along with the letter, such as a
resume, you indicate this
simply by typing Enclosures one line below the
closing.
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Typist’s Initials
Typist initials are used to indicate the person who typed the letter.
If you typed the letter yourself, omit the typist initials.
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March 16, 2001 Future Groups 1234 ,Industrial Town Ranchi ( Bihar) Dear Mr. Ramesh The first paragraph of a typical business letter is used to state the main point of the letter. Begin with a friendly opening; then quickly transition into the purpose of your letter. Use a couple of sentences to explain the purpose, but do not go in to detail until the next paragraph. Beginning with the second paragraph, state the supporting details to justify your purpose. These may take the form of background information, statistics or first-hand accounts. A few short paragraphs within the body of the letter should be enough to support your reasoning. Finally, in the closing paragraph, briefly restate your purpose and why it is important. If the purpose of your letter is employment related, consider ending your letter with your contact information. However, if the purpose is informational, think about closing with gratitude for the reader's time. Sincerely, Jitendra Kumar 123 Ring Road New Delhi
Block Letter Format
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March 16, 2001 Future Groups 1234 ,Industrial Town Ranchi ( Bihar) Dear Mr. Ramesh The first paragraph of a typical business letter is used to state the main point of the letter. Begin with a friendly opening; then quickly transition into the purpose of your letter. Use a couple of sentences to explain the purpose, but do not go in to detail until the next paragraph. Beginning with the second paragraph, state the supporting details to justify your purpose. These may take the form of background information, statistics or first-hand accounts. A few short paragraphs within the body of the letter should be enough to support your reasoning. Finally, in the closing paragraph, briefly restate your purpose and why it is important. If the purpose of your letter is employment related, consider ending your letter with your contact information. However, if the purpose is informational, think about closing with gratitude for the reader's time.
Sincerely, Jitendra Kumar
Modified Block Letter Format
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Summary
Communication is regarded as the “life-blood” of an organization.
Communication is a dynamic two-way process in which there is an exchange of ideas linking the sender and receiver towards a mutually accepted direction.
A formal communication flows along prescribed channels which all organizational members desirous of communicating with one another are obliged to follow whereas Side by side with the formal communication there exists on a much larger scale, an informal channel of communication or a secondary network of information.
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Summary
Communication between departments is essential to collaborate and achieve the objectives of the organisation.
Oral communication is characterized by seven Cs – Candidness, Clarity, Completeness, Conciseness, Concreteness, Correctness, and Courtesy.
Communication with words is verbal communication and without words is non-verbal communication.
Only through effective communication both inside and outside, an organisation, becomes an open system interacting with its environment.
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Summary
It is important to understand the causes of communication breakdown.
Effective writing in the workplace is an essential skill. Knowing the elements of good business writing can make or break a career.
A letter is the most important form of written communication. It is, therefore, supposed to have an attractive or impressive layout.
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Thank You