COMMUNICATION
Department of Humanities & Social Sciences
JIIT, Noida
Topics to be covered:
◻ What is Communication?
◻ Communication, an important life skill
◻ Goals of Communication
◻ Types and Channels of Communication
◻ 7Cs of Communication
◻ Communication Process
◻ Levels of Communication
◻ Flow of Communication
◻ Barriers to Communication
◻ Methods to overcome Barriers
Resources to be consulted for further reading:
Chaturvedi. P.D ( 2011). Business Communication: Concepts, Cases, and
Applications, Second edition, Pearson Education India.
Its online availability site:
https://docs.google.com/viewer?a=v&pid=sites&srcid=ZGVmYXVsdGRvbWFpbnxvbG
Vya2RyZXN8Z3g6MjU4MTc4NTNmMTdjMWVjNg
Rizvi, A. R. ( 2018) ‘Effective Technical Communication’ 2nd edition, McGraw Hill
Education Private Limited, Chennai.
What is Communication?
◻ Derived from the Latin word ‘communicatus’ which means ‘to
impart or share’.
◻ American College Dictionary defines communication as “the
imparting or interchange of thoughts, opinions, or information
by speech, writing or signs”.
◻ It is the process by which meanings are exchanged between
people through the use of common set of symbols.
◻ Note: Common set of symbols!!
Communication: An important life skill
This skill helps in:
□ Getting jobs you want
□ Gaining Promotions
□ Providing Leadership
□ Being productive on the job
□ Relating Positively to Others
□ Assuring the Success of your Organization
Goals of Communication
Receiver understanding –
as the sender meant it to be understood
Receiver response –
receiver responds to the message
Favorable relationship –
establishes a strong business relationship
Goodwill–
the receiver feels a good feeling toward the sender
What happens when the goals of
communication are not met?
An example
CEO to Manager
Today at 11 o'clock there will be a total eclipse of the sun.
This is when the sun disappears behind the moon for two
minutes. As this is something that cannot be seen every day,
time will be allowed for employees to view the eclipse in the
parking lot. Staff should meet in the lot from ten to eleven,
where I will deliver a short speech introducing the eclipse,
and giving some background information. Safety goggles will
be made available at a small cost.
Manager to Department Head
Today from ten to eleven, all staff should meet in the car
park. This will be followed by a total eclipse of the sun, which
will appear for two minutes. For a moderate cost, this will be
made safe with goggles. The CEO will deliver a short speech
beforehand to give us all some information. This is not
something that can be seen every day.
Floor manager to Supervisor
Ten or eleven staff are to go to the car park, where the
CEO will eclipse the sun for two minutes. This doesn't
happen every day. It will be safe, and as usual it will cost
you.
Supervisor to Staff
Some staff will go to the car park today to see the CEO
disappear. It is a pity this doesn't happen everyday.
Communication Types and Channels
Verbal
Non Verbal
Oral Written Sign Language Body Language
Visual
Signs Audio
Signs
The new age communication: Virtual
Communication
◻ Communication that involves use of technology:
audio and/or visual
◻ Used for both personal and professional
communication
◻ Some virtual team tools: Google meet, Google
hangout, WebEx, Slack, Skype etc
Requisites of Communication(7Cs)
∙ Completeness
∙ Conciseness
∙ Consideration
∙ Concreteness
∙ Clarity
∙ Courtesy
∙ Correctness
The 7 Cs of Communication
◻ COMPLETENESS
Please meet me. (check for ‘5 W’ questions)
◻ CONCISENESS
In the year to come (avoid) Next year
Without any loss of time (avoid) Urgent
❑ CONSIDERATION
I want to express my sincere thanks for the good words.
(Avoid I attitude)
Thank you for your kind word.
(Adopt You attitude)
◻ CONCRETENESS
You will receive the order soon (vagueness)
You will receive the order by September 15, 2020
(concreteness)
❑ CLARITY
❑ at all times(avoid) always
❑ revert back (avoid) revert
❑ during the year 1997(avoid) during 1997
◻ COURTESY
Have you sent your order for only 25 computers?
Revised:
We are glad to receive your order for 25 Pentium IV
computers.
❑ CORRECTNESS
Rahul and her are equally brilliant.
Revised:
Rahul and she are equally brilliant
Communication Process
◻ The process of communication begins with a person’s
desire to share or exchange an idea, thought, or
feeling with another person or persons.
◻ Communication environment includes the sender, the
message, the receiver, feedback, and communication
barriers.
Elements of Communication
□ Sender
□ Message
□ Channel
□ Receiver
□ Feedback
Communication Cycle Model: Shannon
& Weaver
Levels of Communication
◻ Extra-personal Communication
◻ Intrapersonal Communication
◻ Interpersonal Communication
◻ Organizational Communication
◻ Mass & Media Communication
Flow of Communication in an
Organization
Organizational
Channels
Formal Informal
Vertical
Horizontal/
(Upward & Diagonal Grapevine
Lateral
Downward)
Barriers in the process of
Communication
◻ Improper encoding
◻ Semantic Gap
◻ Noise
◻ Poor listening
◻ Bypassing
◻ Frame of reference
◻ Physical distractions
◻ Psychological and emotional interference
◻ Cultural differences
Overcoming Communication Barriers
◻ Positive Attitude
◻ Realize that communication is imperfect.
◻ Adapt the message to the receiver.
◻ Improve your language and listening skills.
◻ Question your preconceptions.
◻ Plan for feedback.
Learning & Relevance
◻ Communication is an important life skill that helps us in
achieving our goals.
◻ With conscious efforts we can improve this skill.
◻ In the contemporary world of globalization we should
be ready to adapt and challenge ourselves for the
remote collaborations.
❑ Recognizing and overcoming barriers is key to effective
communication.
❑ Remember: Communication is a skill….and with
determination and hard work, you can master this skill!!
❑ A prerequisite in the global workforce.
Let’s Revise!!
◻ Communication is an important________
◻ We need to check ‘5 W’ questions to ensure______
◻ Which of the following is not an element of
communication;
◻ a) Sender b) Method c) channel d) feedback
◻ Barriers take place only because of the receiver. T/F
◻ Which of these should not be avoided for effective
communication?
◻ a) noise b) cultural differences c) positive attitude
◻ What is the importance of feedback in the process of
communication?
References
◻ https://www.citehr.com/89338-miscommunication-office.html
◻ https://slideplayer.com/slide/6265498/21/images/13/Com
munication+Types+and+Channels.jpg
◻ https://www.toolshero.com/wp-content/uploads/2017/09/co
mmunication-cycle-model-shannon-weaver-toolshero.jpg
◻ Mishra, B. & Sharma, S.(2010) Communication Skills for
Engineers and Scientists. First edition, PHI Learning Ltd.
◻ Chaturvedi. P.D ( 2011). Business Communication: Concepts,
Cases, and Applications, Second edition, Pearson Education
India.
◻ Rizvi, A. R. ( 2018) ‘Effective Technical Communication’ 2nd
edition, McGraw Hill Education Private Limited, Chennai.
