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1. COMMUNICATION

2. Meaning of communication communication is sharing one’s ideas, opinions and information through written or spoken words, symbols or actions . It can be effective only when the message is conveyed by the sender is understood by the receiver. It may be defined as the exchange of facts, ideas, opinions and emotions between two or more persons to create an understanding in the minds of the receiver . It involves a systematic process of telling, listening and understanding. The word communication is derived from the latin word “ communis ” which means ‘common ’. The essence of communication is getting the receiver and the sender ‘turned’ together for a particular message. Oxford English Dictionary- communication means the imparting, conveying or exchange of ideas, knowledge, whether by speech, writing or signs.

3. The communicator A speaks to (Source-Encoder) the communicator B (Decoder-Receiver). This model involves channel (medium), transmitter, external decoder (if needed) and receiver. The communicator A sends a message through air (medium), the message passed through the medium is got by the communicator B (receiver). The communicator B decodes the information and understands the meaning and sends it back to the communicator A. There are several mediums used while communicating with people. Mediums include air, noise, signal, and even paper.

4. A simple communication model with a sender transferring a message containing information to a receiver . The Communication Process Decoding Receiver Channel Encoding Source Feedback A B A B A B (OTHER) A (ME) A (ME) B (OTHER) Receiver Channel Encoding Source

5. FEATURES OF COMMUNICATION 1 . communication is a social process because it involves two or more persons and they exchange ideas, information and knowledge. 2 . it is a two way process in which sender sends the information to the receiver who receives it, understands it, starts acting upon it and gives a feedback to the sender. 3 . communication is all pervasive function because information, knowledge, facts and opinions are exchanged between two or more employees at every level of organization as well as between organization and outside parties. 4 . it is a continuous and ongoing process because every superior has to be in regular touch with his subordinates as to seek progress of the work in conformity with standards. 5 . communication process creates understanding or commonness or unity of thoughts and mind on a particular matter between the sender and the receiver of information.

6. GOALS OF COMMUNICATION 1. To change behaviour 2. to educate or socialize 3. To get and give Information 4. to persuade 5. to ensure understanding 6. to get action

7. Importance of communication Helps in achieving co-ordination Helps in smooth working Increased managerial efficiency Helps in decision making Helps in maintaining organizational peace Helps in recruitment process Helps employees to perform effectively Helps to acquaint subordinates with their evaluation Helps in teaching employees about personal safety Helps better managerial functioning

8. TYPES OF COMMUNICATION Verbal communication- refers to the form of communication in which message is transmitted verbally. Communication is done by word of mouth and a piece of writing. Objective of every communiction is to have people understand what we are trying to convey. Verbal communication is further divided into Oral communication & written communication ORAL COMMUNICATION The process of expressing information or ideas by words of mouth is called oral communication. It involves individuals conversing with each other. It includes face-to-face conversation, speech, telephonic conversation, video, radio, television, voice over internet. In oral communication, communication is influenced by pitch, volume, speed and clarity of speech. co-ordination can be achieved.

9. Advantges - It is direct, simple, time saving and least expensive form of communication. Because the message is conveyed instantaneously it helps in avoiding delays, red tape and other formalities It allows for feedback and spontaneous thinking, so that if the receiver is unsure of the message rapid feedback allows for early detection by the sender so that correction can be immediately made if necessary. It conveys personal warmth and friendliness and it involves a sense of belonging because of these personalized contacts . Disadvantages There is no formal record of information so that any misunderstood message can not be referred back to what was actually said. If the verbal message is passed on along the hierarchical chain of command then some distortions can occur during the process

10. Lengthy and distant communication can not be effectively conveyed verbally. The receiver may receive the message in his own perception and thus misunderstand the intent of the message. Spontaneous responses may not be carefully thought about. The spirit of authority can not be transmitted effectively in verbal transaction More or less or a different meaning might be conveyed by manner of speaking, tone of voice and facial expression.

11. WRITTEN COMMUNICATION Written communication is interaction through written words. Writing is more valid and reliable than oral communication. Effective writing involves usage of right words vocabulary and grammar, proper sentence formation, with precision and clarity of language. and correct sequence of information . A written message may be printed or hand written. In written communication message can be transmitted via email, letter, report, memo etc. Memos, reports, bulletins, job descriptions, employee manuals and electronic mail are the type of written communication used for internal communication . For communicating with external environment- in writing electronic mail, internet, websites, letters, proposals, telegrams, faxes, post cards, contacts, advertisements brochures and news release are used .

12. Characteristics of written communication. It is accurate and precise It is a permanent record of facts It is considered as a legal document It can be reached to large number of people simultaneously It helps to fix responsibility As a document it is a basis for further action and decision It is a readily available physical reference

13. PRINCIPLES OF EFFECTIVE WRITING It must be easily understandable by the reader Message should be short and complete. Irrelevant and unnecessary words should not be used Message must be grammatically correct, error may demean the individual Message must be authentic . Incorrect and invalid information may affect the goodwill of the firm. Courteous tone in writing not only serve the specific purpose but also boost up the image of the organization .

14. Advantages/merits of written communication It ensures the transformation of information in uniform manner It provides a permanent record of communication for future references It is possible to convey long message It assist in proper delegation of responsibility It is well suited to express messages to a large number of persons at the same time It is a permanent means of communication. It is useful where record maintenance is required. Disadvantages/demerits It costs huge in terms of stationary and manpower employed It becomes difficult to maintain privacy about written communication It boosts red- tapism and involves so many formalities. Too much paper work and Email burden is involved

15. UPWARD COMMUNICATION Communication that flows from lower level to a higher level in an organization is called upward communication. It is the flow of information from subordinates to superiors or from employees to management. Upward communication is a means for subordinates to exchange information, offer ideas, express enthusiasm, achieve job satisfaction and provide feedback . Characteristics of Upward Communication It ensures two way communication between superiors and the subordinates. It is a means to transmit messages relating to displeasure The workers may present their grievances to the superiors Employees have the freedom to communicate the facts, feelings etc. Worker participation in decision making is encouraged. Collective bargaining can be achieved through upward communication.

16. ADVANTAGES OF UPWARD COMMUNICATION It provides feedback on how well the organization is functioning The subordinates use this upward communication to convey their problems and performances to their superiors It helps the top management in knowing about the attitudes, behaviour , opinions, activities and feelings of the employees. Management may improve its behaviour , introduce motivational plans and improve its controlling functions It can be used by the employees to share their views and ideas and to participate in the decision making process. Upward communication leads to a more committed and loyal work force in an organization because the employees are given a chance to speak dissatisfaction issues to the higher level Subordinates get an outlet for their grievances, suggestions and opinions etc, they may feel that they are contributing towards the goals of the organization.

17. DISADVANTAGES OF UPWARD COMMUNICATION The subordinate may be shy and hesitant to communicate to the superiors There is a lack of common sharing between superior and subordinates The subordinates may lack ability to communicate the superior. Employees may be reluctant to express themselves Employee may have fear of criticism .

18. DOWNWARD COMMUNICATION Communication that flows from a higher level in an organization to a lower level is called Downward Communication. In other words, communication from superiors to subordinates in a chain of command is a Downward communication Examples- organizational publication, circulars, letter to employees, group meetings Characteristics of Downward Communication It is required to get things done by the subordinate It is required to prepare for changes It is required to build effective working environment To provide specific directions about some jobs To explain policies and procedures To convey assessment of performance To increase productivity of an organization

19. ADVANTAGES/ MERITS OF DOWNWARD COMMUNICATION Downward Communication follows the official chain of command. It helps in maintaining discipline. In case of downward communication employees always receive instructions from the executive. As a result their operational efficiency increases. D C is a means of controlling. For example, if performance of an employee is deviated from expectation, through downward communication his or her immediate superior can warn to correct the fault. Policies can be informed to the employees through downward notices. Performances of the employees can be evaluated through DC Executives inform the employees about their responsibilities and assign their goals. It helps to improve the relationship between top management and employee The systematic delegation of authority can be achieved through DC.

20. DISADVANTAGES/DEMERITS OF DOWNWARD COMMUNICATION Lack of face-to-face interaction Under communication or over communication of the message Misunderstanding and confusion of messages Lack of trust and confidence Loss of information

21. Managing this impression involves more than choosing our words carefully. Research on human perceptions shows that 55% of the impression we make on another person comes from non-verbal elements and 38% from our way of speaking. Only 7% of how someone sees us comes from what we say. Our training will help you master and use these powerful techniques of non-verbal communicating to be more successful in your relationships.

22. Non-verbal Communication “Get people to respond to what you mean, …or what you want, and not just to what you say.” Nonverbal signals may account for the largest portion of the message being conveyed. Nonverbal actions include broadly: · Body language (e.g., failure to look a person in the eye,) and · Proxemics (spatial relationship or positioning of the speaker relative to the listener.) Non verbal communication has major components like visibility, emotions, actions/gestures, listening, and written which are the most common types used depending on context. A classic example is when one person communicates through their eyes to another person, winking to convey approval, and verbal communication is not used, nor is it necessary

23. During conversations, we often nod, change our speaking tempo and rhythm, make pauses, and stress various words. We use such nonverbal behaviors either intentionally or unintentionally in order to facilitate communications with others. It is the communication through symbols like facial expression, smile, posture, eye contact, graphs, pictures Verbal and non-verbal clues co-exist Nonverbal clues are more reliable than verbal clues Non-verbal clues carry cultural biases It is necessary to interpret non-verbal clues in relation to their context

24. BARRIERS / OBSTACLES OF COMMUNICATION . External Barriers--- are those caused by factors other than organizational and personal factors. The external barriers are of two types such as 1. Semantic barriers 2. emotional or psychological barrier Semantic Barriers ungrammatic usage refers to semantic barrier Nothing important to be left out, nothing unimportant should be added . One should use systematic ways of expression, Logical ways of presentation Effective ways of dispersion of messages To avoid ambiguity No lengthy sentences Single words carrying more than one meaning should be avoided

25. Flavory or jargon language to be avoided. Semantic barriers are the obstructions caused in the process of receiving or understanding a message during the process of encoding or decoding it into words and ideas. It could be due to language, poor grammar, limitation in linguistic capacity or the symbols used may be ambiguous . Language - one word having many meaning, poorly choosen and incorrect words and phrases, careless ommission , lack of coherence, use of technical words, bad organization of ideas, improper sentence structure, inadequate vocabulary are some of the faults found in many cases of poor communication. Picture- an organization makes extensive use of pictures like blueprints,charts , maps, graphs,films or any Three-D model. Sometimes a picture creates confusion in the mind of the observer, it may be ambiguous if not supplemented by words or actions.

26. Action – action is another type of symbol. Communicating with action has more influence on the individual and if the communication is not supplemented with relevant action, it might be misinterpreted . EMOTIONAL OR PSYCHOLOGICAL BARRIER These barriers arise from motives, attitudes, judgements , sentiments, emotions and social values of the participants Attitudes- attitude of superiors and sub-ordinates, superiors may deliberately hide the information to embarrase the subordinates. Egoism - a person with egoism loses his understanding of other’s emotions, can never think rationally, it hinders communication process. Loss of transmission and retention- when communication passes through various levels in an organization, chances of loss of information is more. A study says that workers retain only 50% of information and the supervisor retain 60% of it.

27. Distrust of communicator- if the communicator is sometimes distrusted by his own subordinates then communication becomes ineffective as there is delay in action. Lack of concentration- preoccupied mind of the receiver and the resultant non-listening