3. Learning Outcome
In this lecture, you will be able to learn about:
meaning and definition of communication
the basic elements of communication process
the flow of communication
the various types of communication
the barriers and disturbances in communication process
different techniques to reduce the disturbances for effective communication.
4. INTRODUCTION TO COMMUNICATION
ETYMOLOGY OF COMMUNICATION
The word “Communication” is derived from Greek and Latin words
“Communicare and Communis“ which means to make common or
share, so communication essentially means the act of sharing
information or something common between people.
5. INTRODUCTION TO COMMUNICATION
DEFINITION OF COMMUNICATION
Communication is defined as the process or act of interchanging
thoughts, ideas, feelings or information between two or more
persons to bring about mutual understanding and desired action.
It is the information exchange by words or symbols. It is the
exchange of facts, ideas and viewpoints which bring about
commonness of interest, purpose and efforts.
In simple words, communication is the process of sharing
information between individuals within and outside of an
organization to achieve business goals.
6. What are the most common ways
we communicate?
Spoken Word
Written Word
Visual Images
Body Language
7. THE IMPORTANCE OF EFFECTIVE COMMUNICATION
Effective Communication:
◄ avoids misunderstand
◄ resolves conflicts / problems
◄ improves collaboration
◄ helps better decision making
◄ increases productivity
◄ enhances networking
◄ promotes cultural awareness
8. THE PROCESS OF COMMUNICATION
• Communication process involves several key elements that work
together to ensure messages are conveyed and understood
clearly. The primary elements of effective communication are:
9. THE KEY ELEMENTS OF COMMUNICATION
1. SENDER:
A source or person who sends a message to the receiver.
The sender is the initiator or originator of a your message.
2. MESSAGE:
The information, content or idea that is being communicated.
The message can be either spoken, written, visual or nonverbal.
3. ENCODING:
Changing the idea / thought into a message to be understood by
others. It involves choosing the right words, symbols, gestures, or
visuals to express what the sender wants to communicate more clearly.
10. THE KEY ELEMENTS OF COMMUNICATION
4. CHANNEL / MEDIUM:
The medium or way through which the message is transmitted from
sender to receiver such as email, spoken, text messages, calls etc…
5. RECEIVER / RECEPIENT:
The receiver is the individual who gets the message from the sender.
6. DECODING:
The process by which the receiver interprets and makes sense of the
message. It involves translating the words, symbols or gestures.
7. FEEDBACK:
The response or reaction of the receiver to the message or sender.
Feedback can be verbal or nonverbal helps to improve message.
12. TYPES OF COMMUNICATION
There are different types of Communication, but three are common:
1) Verbal Communication
2) Non-verbal Communication
3) Visual Communication
13. TYPES OF COMMUNICATION
1. Verbal Communication:
Verbal communication refers to the form of communication in
which message is transmitted verbally through mouth, orally,
or a piece of writing.
TYPES OF VERBAL COMMUNICATION
1. Oral Communication: It involves spoken words, such as
conversations, speeches, presentations, and phone calls.
2. Written Communication: it involves written words, such as
emails, letters, reports, and text messages.
14. TYPES OF COMMUNICATION
2. Non-Verbal Communication:
Non-verbal communication involves conveying the messages without the use of words;
this includes body language, facial expressions, gestures, posture, eye contact, and
tone of voice. Or, it is a communication between people through sending and receiving
wordless clues.
TYPES OF NON-VERBAL COMMUNICATION
1) Body language ( raise, sit, stand, move etc…)
2) Facial Expression ( raising eyebrows, frowning , smiling)
3) Gestures (waving, pointing, using hands etc...)
4) Eye contact ( attention, honesty, interest etc…)
5) Touch ( handshake, hug, pat on the back)
15. TYPES OF COMMUNICATION
3. Visual Communication:
Visual communication involves the use of visual aids to convey information.
This includes graphs, charts, infographics, images, and videos. It is the process
of conveying information and ideas through visual elements such as images,
symbols, video and colors.
16. FLOW OF COMMUNICATION IN ORGANIZATION
4. FORMAL COMMUNICATION:
It refers to the flow of official information or communication through the
organizational hierarchy (chain of command) and in accordance with the policies,
rules and conventions of the organization is called formal communication. It can
be both oral and written. Formal communication has the following types:
1) Vertical Communication
A. Upward Communication
B. Downward Communication
2) Horizontal Communication
3) Diagonal Communication
17. FLOW OF COMMUNICATION IN ORGANIZATION
1. VERTICAL COMMUNICATION:
It is the flow of information up and down the organizational hierarchy between
different levels of authority such as between managers and subordinates.
A. Downward Communication:
The flow of information from higher levels to the lower levels such as from
manager / supervisor to employees, from boss to managers etc... For example,
managers send instructions, orders to subordinates for implementation.
B. Upward Communication:
The flow of information from lower levels to the higher levels such as from
employees to the managers, or subordinates to supervisors or managers. For
example, when employees share reports, progress or issues with managers.
18. FLOW OF COMMUNICATION IN ORGANIZATION
2. HORIZONTAL (LATERAL) COMMUNICATION:
It refers to the communication between employees or authorities on the same
level such two managers, two heads etc.. In other words, communication
between individuals/departments at the same level of authority is known as
horizontal communication. For example, heads of production and marketing
departments hold a meeting to discuss quality and price of a product.
19. FLOW OF COMMUNICATION WITHIN ORGANIZATION
3. DIAGONAL COMMUNICATION:
It refers to the communication between different levels and departments such
as marketing manager with a software developer, HR director with finance
director etc…
20. FLOW OF COMMUNICATION WITHIN ORGANIZATION
5. INFORMAL COMMUNICATION:
When two or more employees in an organization exchange views without
following the official rules and procedures it is called informal
communication or grapevine. Grapevine; it is unofficial, friendly and casual.
It is based on common interests and attitudes. It helps to satisfy social needs
of employees and to build relationships. For example, during the lunch break,
employees working in different departments of an organization may discuss
new leave rules.
21. OTHER TYPES OF COMMUNICATION
6. INTRAPERSONAL COMMUNICATION:
Intrapersonal communication is the communication done with oneself. In simple
words, communication happens within yourself. For example, thinking with
yourself about different activities such as motivating yourself, self-talk etc…
7. INTERPERSONAL COMMUNICATION:
Interpersonal communication is the communication that happens between two
or more people in order to share ideas, solve problems or build relationships.
For example, with co-workers, friends. It can be verbal or non-verbal.
Intrapersonal = with yourself Interpersonal = with others
23. BARRIERS TO EFFECTIVE COMMUNICATION
Following are the types of barriers to effective communication:
1. Physical barriers
2. Language barriers
3. Attitudes / emotional barriers
4. Physiological barriers
5. Cultural differences barriers
6. Perpetual barriers
7. Poor listening and information overload
8. Lack of feedback
9. Lack of attention or distraction
24. BARRIERS TO EFFECTIVE COMMUNICATION
1. Physical Barriers:
A physical barrier to communication can be defined as an element
or a physical factor that acts as a distraction to hinder the flow of
communication such as; noise, distance, time, environment,
workplace structure, technical difficulties, surplus information,
message distortion and a bad phone connection.
25. BARRIERS TO EFFECTIVE COMMUNICATION
2. Psychological Barriers:
• Stress, anger, emotional distress, prejudice, stereotypes,
• Lack of trust between communicators and jealousy etc…
3. Language Barriers:
• Use of complicated words, jargon, slang and technical terms.
• Differences in pronunciation, vocabulary and accent.
• Poor grammar or unclear phrases.
26. BARRIERS TO EFFECTIVE COMMUNICATION
4. Cultural Barriers:
• Differences in cultural norms, values or communication styles.
• Religion, misinterpretation of gestures or body language.
5. Perceptual Barriers:
• Different interpretations of the same message.
• Assumptions of biases affecting understanding.
6. Organizational Barriers:
• Hierarchical structures that discourage open communication.
• Inefficient communication channels, inappropriate information.
• Unclear to whom to communicate, lack of supervision or training.
27. BARRIERS TO EFFECTIVE COMMUNICATION
7. Lack of feedback barriers:
• No response or unclear responses from the receiver.
• Inability to confirm understanding.
8. Poor listening barriers:
• Due to bad listening and lots of information carried the receiver will
not be able to understand the message clearly and effectively.
9. Physiological Barriers:
• They are physical or biological conditions such as hearing impairment,
speech disorders, vision problems, illness or fatigue and memory loss or
cognitive impairments.
28. BARRIERS TO EFFECTIVE COMMUNICATION
The distortion (misrepresentation) of message is any kind
of loss, deformation, miss presentation or alteration
taken place in original message while sending it to
audience.
Types of Distortion :
1. Systematic Distortion – Purposely changed
2. Fog Distortion – information is lost
3. Mirage Distortion - extra, unwanted information
29. 10 Top Tips
How to Deal With Poor Communication
1. Listen actively
2. Use clear and simple language
3. Provide feedback
4. Be aware of body language
5. Adapt to your audience
6. Be mindful of tone and emotion
7. Choose the right medium
8. Avoid distraction
9. Clarify and summarize
30. 7 C’S OF COMMUNICATION
BACKGROUND
The 7 C’s of Communication is a checklist to ensure that your
communication is effective. We communicate with people every
day, both at work and in our personal life. We communicate using a
number of different methods – face to face, telephone, email, instant
messenger, letters, reports, meetings, presentations and more.
In order to ensure you get the right result when you
communicate you need to ensure that your communication is
effective and clear and this is where the 7 C’s of Communication
can help.
32. 7 C’S OF COMMUNICATION
1. Clear:
Meaning: Be specific and clear about the goal
or purpose of your message.
TIPS:
• Know the outcome of your communication.
• Use simple, short, familiar words or language.
• Avoid complex words, jargon and slangs.
• Let the listener clearly understand the message.
• Ensure clarity.
33. 7 C’S OF COMMUNICATION
2. Concise:
Meaning:
• Keep your message brief, short and up to the point.
TIPS:
• Don’t use unnecessary or lengthy words.
• Don’t repeat the same point in different ways.
• Organize the most essential pieces of information
into bullet points.
• Always ensure conciseness.
34. 7 C’S OF COMMUNICATION
3. Complete:
Meaning:
• A message must be complete.
• It should have all details and facts.
• Enables audience understand messages.
TIPS:
• Answer all questions your audience might have,
including important details.
• There should be no need for clarification.
35. 7 C’S OF COMMUNICATION
4. Concrete:
Meaning:
• Make sure your message is specific and solid.
• Use facts, figures, and vivid details.
TIPS:
• Use facts figures and details information.
• Avoid irrelevant information.
• Makes your message solid and convincing.
36. 7 C’S OF COMMUNICATION
5. Coherent
Meaning:
• Make sure your message is logical and well-
developed and all the information flows well.
TIPS:
• Use transition words to organize your thoughts.
• Ensure your message is easy to follow and understand.
37. 7 C’S OF COMMUNICATION
6. Correct:
Meaning:
• Make sure your message has no grammatical,
punctuation, capitalization and structure mistakes.
TIPS:
• Builds credibility and avoids misunderstanding.
• Shows professionalism while writing.
• Boosts accuracy.
38. 7 C’S OF COMMUNICATION
7. Courteous:
Meaning:
• Be polite, respectful and considerate.
TIPS:
• While writing show respect and compassion.
• Use respectful words.
• Apply friendly tone or style.
• Understand your audience.
