EFFECTIVE COMMUNICATION

1. Process of Communication.
2. Communication in organizations, nature, scope and functions.
3. Management of written, and oral communication.
4. Barriers to effective communication.
5. eport writing.
!. Communication tec"nolog# and it$s impact on office procedures and automation.
Chester Barnard - the first executive function is to develop and aintain a s!ste of
counication
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1. Communication +# C.*.a#udu. ,imala#a Pu+lis"ing ,ouse. eprint 2---
"#OCE$$ OF COMMUNICATION.
Meaning of Communication.
*cope.
'ature of Communication.
Communication as a *ocial process.
Communication as a "uman process.
Communication as a .niversal process.
Process of Communication.
%lements of Communication.
Communication process models and t"eories.
/"eories of communication.
Principles or C"aracteristics of Communication.
Benefits of Communication.
Communication as a transactional process.
%ssentials of good communication.
/en Commandments of good Communication.
/"e *even Cs of good Communication.
(+0ectives of good communication.
&unctions of Communication.
Communication as information.
Classification of Communication.
Perception in Communication.
$cope of counication
1ide and compre"ensive
/wo wa# process involving transmission and reception.
2t is a continuous process of e3c"ange of facts, ideas, feelings, attitudes, opinions figures and
interaction wit" ot"ers.
Counication
1. 4ertical 4. .pward
2. ,orizontal 5. 5ownward
3. 5iagonal !. 2nternal ,elps in t"e disc"arge of managerial
functions
6a7 &ormal eg planning, direction, coordination
and motivation
6+7 2nformal
8. %3ternal 9 /ransmission of messages outside t"e organization
Media
1. 1ritten 2nstructions, letters, memos, orders, 0ournals, +ulletin +oards, reports
(ral
4er+al &ace:to:face conversations, lectures, conferences, meetings,
interviews
Counseling, telep"one, P.;. s#stem, grapevine
Nature of Counication
%ver# organization "as its su+:s#stems< t"ere is interaction +etween su+:s#stems <
communication transmits information to su+:s#stems and to t"e total s#stem. M2* operates
effectivel# t"roug" communication. 2t involves information gat"ering, storage, processing and
monitoring.
/"e purpose of communication is to ma=e ot"ers understand and act upon it accordingl#
in t"e same sense< communication is effective w"en t"e message is s"ared and under stood +#
eac" ot"er.
"rocess of counication
;n e3c"ange of ideas, facts and opinions +# w"ic" t"e receiver of t"e message s"ares
meaning and understanding wit" anot"er. Process is a course of action. Communication
ena+les transfer of information from one person to anot"er, one department to anot"er from
outside t"e organisation to wit"in. 2t is an organizational process since a group of people and
group activities are involved < communication is a process t"at uses a set of media to transmit
ideas, facts and feelings from one person to anot"er.
; good communicator must understand t"e receiving and understanding capa+ilities of
t"e recipient not onl# of t"e transmitting message +ut also t"eir effect.
Eleents of a Counication process
Message 5avid ) Berlo
*ender *e>uence of Communication
%ncoding 25%;/2('
C"annel %'C(52'?
eceiver /;'*M2**2('
5ecoding %C%242'?
5%C(52'?
;C/2'?
Counication "rocess % Models and Theories&
1. ;ristotle$s Model 9 %arl# simple elementar#< t"ree main ingredients of communication
event: spea=er, speec", and audience.
2. Mat"ematical t"eor# 9 *"annon and weaver 61@4@7 electronic communication model 9
mat"ematical model: identified wit" tec"nological aspects: measures units of information
transmitted over a tec"nical c"annel.
3. 2nformation t"eor# 61@5-7 *"annon A
Communication a mec"anistic s#stem consisting of 5 +asic elements.
1. 2nformation 6source7
2. /ransmitter 6converts message into transmitta+le signals7.
3. C"annel
4. receiver.
5. destination.
(t"er 4 components of t"e s#stems are
1. Message
2. /ransmitted signal
3. received signal
4. 'oise source
4. 5avid ) Berlo$s Model
Basic process t"eor# : develops ot"er communicaton models : identifies elements of
communication nine components
*ource, encoder, message, c"annel, receiver, decoder, meaning, feed+ac= and noise.
5. ,arold Basswell Model
&our +asic >uestionsA 1"o C 1"at C 1"omC 1"ic"C
Be"avioral aspects of sender in t"e communication well esta+lis"ed< essential elements of
communication ignored.
1"#, 1"at, ,ow, 1"o, 1"en,.
1"o
*ender
*a#s w"at
message
2n w"ic"
c"annel
Medium
/o w"om
receiver
1it"
w"at
effect
effect
!. 1il+ur *c"ramm Model
Concerned wit" Mass communication< focus is on signal A:
*ource %ncoder *ignal 5ecoder 5estination
8. o+ert 4ogel D 1illiam Broo=s model
Message C"annel
*ource 'oise eceiver
C"annel Message
2nterpersonalE2nteractional Model
circular or c#clical model< feed +ac= element introduced : ma=es linear models c#clical
Eleents of interpersonal odel
1. Message or idea or stimulus
2. *enderEtransmitter
3. %ncoding
4. C"annel
5. Medium
!. eceiver
8. 5ecoder
F. ;ction or +e"avioral c"ange
@. &eed+ac=
1. Bevel and ?alle Communication Process
*ender eceiver
*timulus
2nterpretation
EPerception
Persuasion EMotivation
;ction Eesponse
*timulus
2nterpretation
.nderstanding EPerception
Persuasion EMotivation
;ction Eesponse
Composite Model relations"ip
1. 5ominance
2. ;ffection or attraction
3. 2nclusion or involvement 6*c"ultz7
4. /ime
5. *ituation Baird
Theories of counication
1. Bull$s e#e t"eor# A:
;ction view t"eor# 9 rig"t words to conve# t"e rig"t message.
2. Ping pong t"eor#
2nteraction or interpersonal interaction ta=es place +etween sender and receiver : comple3
t"eor# linear cause and effect.
3. *piral t"eor# 6M#ers D M#ers7
/ransactional view< independence, mutual and reciprocal causalit# < d#namic t"eor#
Essentials of 'ood counication A:
1il+ur *c"ramm - Basic essential for effective transmission of communication
1. 2t must +e so designed and delivered so as to gain t"e attention of t"e receiver.
2. 2t must use signals t"at are understood in t"e same wa# +# t"e source and receiver.
3. 2t must arouse a need in t"e receiver and suggest some wa# to satisf# t"ose needs
appropriate to t"e receiver$s group situation w"en moved to ma=e a desired response.
Factors ( principles of counication
1. Clarit# of ideas, facts, opinions )oontz ($ 5onnell.: ; communication possesses
clarit# w"en it is e3pressed in a language and transmitted in a wa# t"at can +e
compre"ended +# t"e receiver.
2. 2nformation 9 transmitting a message in as s#m+olic form
3. Completeness 9 to understand t"e central t"eme or idea of t"e message
4. %mp"asis on attention 9 propose of communication is to draw t"e attention of t"e
receiver +# creating interest in t"e message
5. Consistenc# 9 message s"ould not +e contradictor#. /"ere s"ould +e an agreement wit"
t"e o+0ectives and polices so t"e organisation.
!. 2ntegration 9 ac"ieving common goals of t"ee enterprise and communication as a tool of
management< s"ould strengt"en t"e enterprise
8. .se of informal organization 9 li=e grapevine 9 spontaneous: personal, group interests,
"ig"l# effective and speed# : )oontz D ($5onnel. /"e most effective communication
results w"en managers utilize t"e informal organisation to supplement t"e formal
communication c"annel$s
F. /wo wa# communication 9 reaction and response of receiver are imperative to ac"ieve
t"e purpose of communication.
@. /o =now t"e receiver 9 message to +e simple, clear and s"ort < )illian 9 G communicate
wit" an awareness of t"e total p"#sical and "uman setting in w"ic" t"ee information will
+e reviewedH
1- /ime:to +e appropriate w"en sending : a dela#ed message "as no importance.
11. *implicit#: *implicit# in communication produces t"e +est and >uic=est understanding
and response
12. Communication 'etwor= 9 &ormal communication "as a set networ= w"ic" determines
t"ee fi3ed route for information movement
13. .se of media 9 oral and written < need, o+0ective and receiver are t"e factors t"at s"ould
+e =ept in mind w"en selecting a medium.
14. &eed+ac= 9 /"e most important or =e# principle to effective communication is to o+tain
feed +ac= from t"e receiver < =nowing acceptance or re0ection of a message transmitted
is pro+a+l# t"e most important met"od of improving communication
Ten Coandents of 'ood Counication
1. Clarif# ideas +efore communicating
2. %3amine t"e true purpose of communication
3. /a=e t"e entire environment < : p"#sical and "uman into consideration
4 1"en valua+le, o+tain advice from ot"ers in planning communi>ues
5. Beware of overtones as well as +asic content of t"e message
!. 1"en possi+le, conve# useful information
8. &ollow up communication
F. Communicate wit" t"e future as well as t"e present in mind
@,. *upport words wit" deeds
1- Be a good listener
The seven C)s of counication
1. Credi+ilit#
2. Conte3t
3. Content
4. Clarit#
5. Continuit# and consistenc#
!. C"annels
8. Capa+ilit#
OB*ECTIVE$ OF COMMUNICATION
1. ,uman relations: promoting mutual understanding
2. %mpat"#
3. Persuasion
4. 5ialogue : promoting
5. 2nformation 9 /a=ing and giving
!. 2nfluencing t"e +e"avior of t"e recipient
8. 5iscouraging misinformation
F. *uggestions and complaints : encourage
@. &ree e3c"ange of information
1-. &ostering +etter relations
11. &ostering attitude 9 motivation, corporation and 0o+ satisfaction
"urpose of counication
1. 2nstructive
2. 2ntegrative 6unif#ing7
3. 2nformative
4. %valuative
5. 5irective
!. 2nfluencing
8. 2ncidental, neutral eg social contact
F. /eac"ing 6educating wor=ers7
@. 2mage pro0ecting of organization
1-. (rientation 9 ac>uaint wit" co emplo#ees, superiors policies, o+0ectives ,rules and
regulations
11. 2nterview
12. (t"er functions li=e effective decision ma=ing
Factors #esponsi+le For ,ro-in' Iportance Of Counication
1. Barge size organization
2. /ec"nological improvement
3. ?rowt" of trade union activities
4. %mp"asis on "uman relations
5. Pu+lic relations
!. Morale +uilding
8. %ffective leaders"ip
F. Io+ satisfaction
@. Managerial efficienc#
1-. Co:ordination