COMMUNICATION

The term “communication” comes from the Latin verb “communicare” which means to
 Impart
 Participate
 Share
Communication is the method of transferring information between people or group for
mutual understanding and confidence. It involves the flow of information from the sender
to the receiver.
Communication is required for all human social interactions. It plays an important role
among
 Friends
 Within family
 Business and Interpersonal interactions
Poor or inadequate communication can lead to
 failed achievements
 misunderstood actions
 unclear instructions
 soured relationships
Failure to communicate can result in
 Lost friendships
 Marital discords
 Difficulties in relations like parent-child, teacher-student, boss-subordinate and so
on.
The desired end of every form of communication is either understanding, instruction or
show of affections.
It is the means by which role-behaviour is carried out. Communication is the basis of all
organized living.

SCOPE OF COMMUNICATION:

1. Communication in personal life:

Communication is closely related to every part of human life. We depend on communication

for doing our various activities from dawn to dusk. Nobody can pass his/her daily life

without the application of communication. It is an important part and parcel of our personal

life. Everybody needs to communicate with different people and organizations daily.

2. Communication in social life:

Humans are social beings and everybody in the society are related to each other. Business

communication has played the vital role in this social freedom of human beings. The

presence of communication helps the people to share their sorrows, happiness etc. We are

living in an integrated society because we are on the human civilization. In social life, people

need to develop social bondage. Communication helps us in creating and strengthening this

social bondage.

3. Communication in the state affairs:

The life of state cannot run without the flow of communication. Business communication

plays a vital role for different ministries, departments, divisions and offices of the state in

performing the activities. The government maintains the functions of the state by the

different modes of communication. Without communication, the state neither can

administer its various wings nor can maintain relationships with the other part of the world.

The whole world has turned into a global village due to revolutionary change in

communication.

4. Communication in business:

In this modern age, we cannot think of business without communication. Communication is

the lifeblood of business. It provides necessary information in formulating business plans

and policies. Communication is directly related to the production of goods and services,

purchasing and selling, warehousing, distribution and other business activities.

5. Communication in management:

Management is the means of achieving organizational goals. The effective communication

with the various internal and external parties leads to efficiency and effectiveness of

management. The level of management like planning, organizing, recruiting, leading,

motivation, coordination, and control depend on sound communication method. Every

function of management depends on communication.

6. Communication in industrial relations:

Industrial relation refers to the management of labor relationship in the industry or in an

organization. The good industrial relation means the relationship of owner and employee. It

is necessary to bring success in business. Employees are the mainspring of an organization

and their cooperation is must to operate business activities. Free flow of information lessens

doubt, confusion and controversies between workers and management. As a result, the

harmonious relationship develops in the organization.

7. Communication in international affairs:

The communication is not merely confined within the national boundary, in this age of

globalization. All the countries are exchanging their cultural, economic, social, political,

educational , technological affairs with each other. Various regional and international

organizations such as the United Nations, World Bank, NAFTA, SAFTA, ASEAN, SAARC, EU etc

have been formed which facilitate cooperation and communication among countries.

8. Communication in religion:
Communication is also present in spreading and circulating various religious doctrines.

Prophets and saints have preached the verses of almighty to their followers. Even now,

many religious thinkers are performing the duty of preaching and circulating religious

verses.

SIGNIFICANCE/FUNCTION OF COMMUNICATION:

1. Information function:

The basic requirement of adjusting oneself to the environment is the information. There

must be some information about what is going on in the environment which concerns the

people. The direct or indirect receiving or giving of information underlines all

communication functions.

2. Command or instructive function:

The command or instructive function is the purpose of informing their subordinates about

what to do, how to do and when to do. The command and instructive functions of

communication are more effective and observable in formal organizations than in informal

organizations.

3. Interaction function:

Communication is essential for employees who work together on a project during the

training process. Communication helps the employees to interact with the customers and

each other. Interaction is necessary for all the employees. A customer service department

communicates with customers to help them resolve issues. In the past, a business letter can

be used to introduce a company to a potential customer.

4. Influence or persuasive function:

The purpose of communication is to influence people and lead them in the desirable

direction. The persuasive function of communication helps to direct and motive the

employees in their respective field .

5. Integrative function:

A major function of communication is to integrate any disintegration at the interpersonal

and at the organizational level. This helps in maintaining individual, societal and

organizational stability. It also helps to establish identity of the organization.

6. Motivational function:

Managers use communication to motivate workers and to achieve peak performance. The

communication can help companies to reach the specific objectives, by clarifying the

expectations of employees and providing incentives for meeting and exceeding

expectations.

7. Control function:

A company uses communication as a method to maintain control over employees and their

work environment. The policies and procedures of human resources indicate how

employees are allowed to act in the workplace. The parameters of an employee's job

functions are outlined by job descriptions. Performance reviews control whether an

employee receives a raise or attains a promotion.

8. Providing feedback:

Communication allows the employees, managers, and business owners to give and receive

feedback on the changes that are being considered. For example, if a small business owner

is considering a purchase of new computer system, he may first consult with his employees.
 They determine what features the system should include and what help they may need in

learning the system.

PROCESS OF COMMUNICATION :

The process begins with a sender and a receiver. The communication process includes 8
steps:

 Sender
 Encoding
 The message
 The channel
 Decoding
 The receiver
 Noise
 Feedback

As the sender, we think or encode what our message will be. For example, when we speak,
our speech is the message as well as our body language and facial expressions are part of the
message processes. We then choose a channel to send our message also known as a formal or
informal channel.

A formal channel can be a type of communication process that is established by the

organization that relates to the professional activities of employees. Formal channels tend to
follow the hierarchy or authority in an organization.

The informal channels in the organization are the personal or social channels that employees
use to communicate. The informal channel is more of a spontaneous choice of
communication.

Once the channels have been established by the sender, the receiver has to decode the
message sent. Noise represents the communication barriers, such as personal perceptions or
cultural differences, which can interrupt the decoding process. The last process is the loop
of feedback. Feedback represents how well the message was transferred and understood by
the receiver.

DIRECTION OF FLOW OF COMMUNICATION IN ORGANISATION

 Organizations use three types of communicational directions and they are as follows:

 Downward communication
 Upward communication
 Lateral communication

Downward communication is how leaders and managers communicate with their employees.
The purpose of downward communication is to assign goals, delegate job tasks, explanation
of policies and procedures, point out issues that need attention, and offer feedback about an
employee’s performance.

Upward communication is used to communicate with top-level leaders as a process to

provide feedback to top leaders about the organizational progress towards goals and relay
what the current problems are in the organization. The purpose of upward communication is
to aid top leaders in keeping up with how employees are feeling about their jobs and to stay
abreast of any other issues in the organization in general.

Lateral communication is when communication is within the same work group or department.
Lateral communications purpose is for leaders, managers, and employees that are at the same
job level in the organization, which aids all employees involved in what is happening in the
department or within the same job levels

TYPES OF COMMUNICATION SKILLS

1) VERBAL
2) NON VERBAL

VERBAL

1) ORAL
2) WRITTEN

ORAL

LEVELS IN ORAL :

 Person to Person
  Person to group

 Group to Group

TYPES OF ORAL :

 Face to Face

 Telephonic

 Intercom

 Public address system

WRITTEN

TYPES OF WRITTEN COMM:

 Letters, business/personal

 Memos/minutes/reports/notices

 Email/blogs/web pages

 Books/journals/newspaper/magazines

 Billboards/hoarding/banners/flex

NON VERBAL

Non-verbal communication includes facial expressions, the

tone and pitch of the voice, gestures displayed through body
language (kinesics) and the physical distance between the
communicators (proxemics).

These non-verbal signals can give clues and additional

information and meaning over and above spoken (verbal)
communication.
 They include:
 Body Movements (Kinesics), for example, hand gestures or nodding or shaking the head;

 Posture, or how you stand or sit, whether your arms are crossed, and so on;

 Eye Contact, where the amount of eye contact often determines the level of trust and
trustworthiness;

 Para-language, or aspects of the voice apart from speech, such as pitch, tone, and speed of
speaking;

 Closeness or Personal Space (Proxemics), which determines the level of intimacy;

 Facial Expressions, including smiling, frowning and even blinking; and

 Physiological Changes, for example, sweating or blinking more when nervous.

LEVELS OF COMMUNICATION:

These levels of communication are verbal, physical, auditory, emotional,

and energetic.

Verbal Level of Communication

This level includes our selection of words based on an
understanding of meaning between the speaker and the
[Link] are multiple definitions for most words, and
few of us hold the exact same meaning for each
[Link] words evoke different images, memories, and
meaning for different [Link] logic and reasoning of a
statement or argument (Aristotle’s logos) influence the
effectiveness of the receiving message.

To communicate effectively on the verbal level, select the

“right” words and usage for the context of the conversation
(including moral, religious, ethnic and religious differences).
Be clear and concise. When possible, formulate your
thoughts to avoid rambling. This is an art in itself.
Physical Level of Communication
Visual cues like eye contact, gestures, movements, stances,
breathing, posture, and facial expressions influence how we
feel and [Link] used with integrity, techniques
like “matching and mirroring” people’s posture and gestures
(and certain words too) can increase their receptivity of your
message.

To communicate effectively on the physical level, it’s helpful

to physically align with others, connecting with them in form
and movement. It also helps to be mindful of your posture,
facial expressions, and hand gestures.
Auditory Level of Communication
The sound of our voice, including the tone, range, volume,
and speed affects how our messages are received and
interpreted by others.

For example, fast talkers will find it beneficial to slow their

speech when speaking to a thoughtful, introverted person or
risk being unheard.

Also, how we enunciate, inflect, and place emphasis on

certain words affects how others interpret the meaning of
what we say.

To communicate effectively on the auditory level, become

aware of various auditory cues, speaking to others in a
manner more akin to their own ways (another form of
“matching and mirroring”).
Emotional Level of Communication
Few people appreciate how our emotional states affect what
we communicate and how the message is interpreted by the
[Link] you more receptive to someone who is positive
and life-affirming or one who is negative and critical?
Enthusiastic or boring?

The speaker’s emotions put the recipient in a particular

state of mind and influence how the listener interprets what
is said.
To communicate effectively on the emotional level, become
aware of your emotional state, learning to pause and
release negative emotions before attempting to connect with
others. Words delivered with pride, anger or fear are rarely
well received.

Energetic Level of Communication

Also called the psychic level, this level of communication
encompasses a vast range of unseen factors including a
person’s level of consciousness, the frequency or harmonics
of the message, and other subtle energies.
Some people seem to have an “X-factor”—a unique presence
—that naturally imparts their messages to others with
greater receptivity and understanding.

Communication Network
A communication network refers to the method that employees pass on information to other
employees in an organization. Let's take a look at four different types: the wheel network, chain
network, circle network, and all-channel network.

Wheel Network
A wheel network is a style of communication where the leader is the only one to receive or give
communication. The leader, usually the supervisor or owner in the company, is like the bright
light in the middle of a Ferris wheel; the light starts in the middle then gets passed on to all the
spokes at the ends of the wheel. This one person has to know everything about the business and
relays all messages. Employees have an exact idea of how decisions are made and how
communication is handled.
For example, Gina is the owner and manager of a small boutique. She has only five employees.
Information comes from her directly to these employees, and they communicate directly back to
her. As the centralized decision maker, it's important that she make the best decisions for the
company.

Chain Network
In a chain network individuals communicate in a set sequence. Communication starts at the top,
like from a CEO, and works its way down to the different levels of employees.
This communication network is indeed like a chain in that the top of the chain has to go through
each individual link before getting to the end. The CEO will talk to a manager who is next in the
hierarchy but does not talk to a clerk at the bottom of the hierarchy. The chain network often
takes up time, and communication may not be clear. This could cause people at the bottom to
feel discouraged, but it could also give them the motivation to move up the chain.
 Star Network:
Under star communication network all members of the
group communicate with each other and exchange
information. This network is a must for group
communication or where teamwork is involved. This
network channel of communication is open to all members
of the group. The members communicate with each other
without hesitation.

Circle

In circle communication pattern, there is a leader and hierarchies in the

group members. Here, the leader can only communicate to the members
who are next to him/her like their direct subordinates. He/she cannot talk
with any other members too, like the lowest level of workers.

Similarly, if an office assistant has to talk to the leader about anything,

he/she has to send the message to their seniors, which finally reaches to
the boss or leader.

All group members can only communicate to the people who are above
them or below them in the chain of command. The message flows in one
direction or way.

All group members cannot communicate with the leader in circle

communication pattern which is a disadvantage of this communication
pattern. They can only do it through other group members senior to them

TOOLS FOR IMPROVING COMM

1. Questions: try to ask questions in order to get additional detail. Make

them open-ended questions (not questions that can be answered with a simple
“yes” or a “no”) when you can so you’re sure to get all the info you need.
2. Paraphrasing: repeating what you just heard in your own words
(paraphrasing) is a useful way to make sure you did not misunderstand the
message. It also lets the speaker know you care about getting it right!
3. Using Examples: just like the saying “a picture says a thousand
words”, an example is a great way to help your audience “visualize” what
you are trying to say by trying to apply it in practical terms.
4. Stories: who doesn’t like a good story? If your topic is particularly
dense or you want to make sure your audience doesn’t forget you, say what
you have to say in the form of a story.
5. Be empathetic: this is all about putting yourself in the other
person’s “shoes”. Look for cues that the person may be giving out hinting on
thoughts or feelings so you can “tune” into them and make sure not only your
words but also the tone of your message is well-received.
6. Positive Attitude: ever heard of the saying “You catch more flies
with honey than vinegar”? A negative attitude will almost certainly repel
your audience and make them less likely to want to agree with what you have
to say.
7. Giving Feedback: small and encouraging phrases like “I see what
you mean”, “uh-huh”, “interesting”, or a simple nod every now and then, lets
the speaker know you are following the conversation and is usually
appreciated.
8. Perception Checking: if you sense there may be even a remote
possibility of a misunderstanding try to describe the situation you are sensing
without being judgmental. For example, you can say something like: “I have
assumed this: (…). Am I correct?” or, “From what I understand, (…). Is this
right?”

BARRIERS IN COMMUNICATION SKILLS :

Physiological barriers
Poor listening things
Poor retention
Semantic barrier
Linguistic barrier
Inattention
Organizational barrier
Unclear message
Emotional state
Environmental disturbances
Information overload

INTERPERSONAL SKILLS
Elements : communicators, message , noise , feedback ,
chanel

Uses

PRESENTATION SKILLS
Definition
Preparing : organising materials
Writing down
Method of presentation
Managing event
Dealing with questions

PUBLIC SPEAKING
Importance
Plan actively
Practice
Engage audience
Body language
Positive thinking
Watching your video while giving speech

GROUP DISCUSSION

LISTENING
BENEFITS OF GOOD LISTENING :

Knowing an org
Better policy making
Mollify complaining employee
Avoid serious disputes
Bond of respect
Increases productivity
Self confidence
Increases accuracy

WHY POOR LISTENERS

No Training or workshop
Thinking speed>listening speed
Too stimulated
Listening only facts
Faking attention

Strategies for effective listening

Decide goals from conversation

1 exchanging info
2 workshop relation
3 having enjoyable conversion
4 make someone else feel good
5 Where to speak what to speak
6 planning to say and focussing
Attention skills
Body movt
Posture
Eye contact
Facial expressions

READING

BENEFITS
Improve concentration
Improve vocab
Allow better usage of listening speaking and writing
Gain knowledge
Free from distractions
Build self confidence
Provide pleasure and relaxation
Develop comparing contrasting facts making predictions

OBSTACLES
Poor concentration
Lost in imagination
Unfriendly approach
Reading loud
Improper way of using dictionary
Less time but more syllabus
 TYPES
Skimming : fast read
Scanning : fast read looking for particular data
Extensive read : read for sake of general knowledge
Intensive read : read slow to extract detailed info

TIPS FOR EFFECTIVE READING

Read with positive attitude

Proper eye check b4 reading
Reading rate according to your purpose
Marking imp details with different colours
Writing new ideas on the margin when popped in mind
Fix time for daily reading

1. antonym: a word opposite in meaning to another

synonym : a word or phrase that means exactly or nearly the same as another word

Homonym : each of two or more words having the same spelling or pronunciation but
different meanings
Here are a few more examples of homonym pairs:
 address (to speak to)/address (location)
 air (oxygen)/air (a lilting tune)
 band (a musical group)/band (a ring)
 bark (a tree’s out layer)/bark (the sound a dog makes)
 current (up to date)/current (flow of water)
 die (to cease living)/die (a cube marked with numbers one through six)
 fair (equitable)/fair (beautiful)
 kind (type)/kind (caring)
 lie (to recline)/lie (to tell a falsehood)
 match (to pair like items)/match (a stick for making a flame)
 mean (average)/mean (not nice)
 Pole (a person from Poland)/pole (a piece of metal that holds a flag)
 pound (unit of weight)/pound (to beat)
 ream (a pile of paper)/ream (to juice a citrus fruit)
 rose (to have gotten up)/rose (a flower)
 spring (a season)/spring (coiled metal)
 tender (gentle)/tender (to pay money)
 tire (to grow fatigued)/tire (part of a wheel
Depending on what your native language is when you speak English
you will have an accent, much like many native English speakers.
Their accents depend on from where in their Anglophone country
they come and indeed which country.
Rhythm
This is the speed and cadence of how you say a sentence. So some
beginner students might say – each - word- in – a - sentence - at -
the - same - speed and sound a little like a robot. Developing
different speeds and know when to slow down and speed up can
give your spoken English more interest.
Intonation
This is the ‘music’ of the language. Often questions can be asked
with a rising intonation where the pitch goes up. This might be a
genuine question to which you don’t know the answer. ‘John’s still
on holiday?’ said with a rising pitch means it’s a question which
needs answering. If it’s said without a rising intonation it’s
information that you already know and you may just need
confirmation. Intonation can also show emotions like surprise etc.
Stress
This is saying a syllable or part of a word more strongly and can be
at word level. RECord is the noun for example of an athletics world
record perhaps, whilst reCORD is what you do to a song when you
copy it onto a CD.
Stress is also important at sentence level where the meaning can be
changed depending on which whole word you stress.

CONTEXT IN COMM

Historical
Physcological
Cultural
Social
Physical
DEVELOPMENT IN MEDIA

Digitial development
CAS/DTH
Govt Liberalization
Cord cutting leading to business
Crossover movies
Advertisement
Application Development
Graphic Development
Social sites
MicroBlog
Virtual reality
AI
Multiplexes
Youth focus

Effective Meetings
1. Start with the definition. A meeting is a business activity where select people
gather to perform work that requires a team effort.
2. A meeting, like any business event, succeeds when it is preceded by
planning, characterized by focus, governed by structure, and controlled by a
budget.
3. Short meetings free people to work on the essential activities that represent
the core of their jobs. In contrast, long meetings prevent people from working
on critical tasks such as planning, communicating, and learning.
4. Three things guarantee an unproductive meeting: poor planning, lack of
appropriate process, and hostile culture. Effective leaders attend to all of
these to create an effective meeting.
5. Effective meetings require sharing control and making commitments.
6. The ultimate goals of every meeting are agreements, decisions, or solutions.
Meetings held for other reasons seldom produce anything of value.
7. Unprepared participants will spend their time in the meeting preparing for the
meeting.
8. It is better to spend a little time preparing for solutions than to spend a lot of
time fixing problems.
9. Meetings are an investment of resources and time that should earn a profit.

A meeting can be led from any chair in the room. And if it’s your meeting, you want it
to be your chair.
An effective way for meeting management can be summarized by the acronym
PROOF:

Planning for a meeting

Reaching out to the stakeholders
Organizing a meeting
Orchestrating a meeting
Following through after a meeting.

Agenda
An agenda, also called a docket or a schedule, is a list of activities in the order they
are to be taken up, from the beginning till the adjournment. An agenda helps in
preparing for a meeting by providing a list of items and a clear set of topics,
objectives, and time frames that are needed to be discussed upon.
Format of an Agenda
An Agenda normally includes the following elements −
 Meeting Agenda Title − at the top; preferably center-aligned
 Meeting Information − Description of the purpose
 Objective − description of Agenda
 Date − for maintaining records of correspondence
 Location − the place of meeting
 Time − the actual time of commencement of the meeting
 Meeting Type − brainstorming or Discussion or Assessment
 Time of Arrival − time to begin the meeting
 Time of Adjournment − time the meeting ends
 Attendees − Number of people present, with their names
 Preparation for Meeting −
 Please Read − instructions to be followed
 Please bring − things supposed to be carried that day
 Action Items −
Last Action Responsible Authority Due Date

New Action Responsible Authority Due Date

 Other notes − other instruction or information to be taken down.

Notification
The act of telling someone officially about something that has happened or will
happen, or a document that does this:
a written notification

Minutes of Meeting
Also known as protocol or note, minutes are the live written record of a meeting.
They include the list of attendees, issues raised, related responses, and final
decisions taken to address the issues. Their purpose is to record what actions have
been assigned to whom, along with the achievements and the deadlines.

Format of Minutes of Meeting

A minutes of meeting normally includes the following elements −
 Name of the company − to the top-left of the page.
 Date − to the top-right of the page.
 Topic − after two return keys; Center-aligned.
 Attendees − Name and designation (2 columns of a table).
 Absentees − name, roles, reasons for absenteeism. (3 columns)
 Agenda at hand − topic to be discussed.
 Issues raised − along with the names of the speakers.
 Suggestions − made along with the names of the speakers.
 Decision − the outcome of the meeting.
 Task List − task allotted and the respective allottee.
 Future Meetings − the date and topic of the next meeting.

Memorandum of Understanding
A memorandum of understanding (MoU) is an agreement between two (bilateral) or
more (multilateral) parties. It expresses a convergence of will between the parties,
indicating an intended common line of action. It is often used in cases where parties
either do not imply a legal commitment or in situations where the parties cannot
create a legally enforceable agreement. It is a more formal alternative to a
gentlemen's agreement