Communication by edutap

Summary Sheet Communication

Important Points

1. Our course comprises of Video/s + Concept notes + Summary Sheet + Worksheet + MCQs for each topic. This is only the summary sheet and has to be read after going through videos and notes 2. This Summary Sheet is useful for quick revision after you have read the concept notes 3. It would be useful to go through this summary sheet just before the exam or before any Mock Test

4. Questions in the exam are concept based and reading only summary sheets shall not be sufficient to answer all the questions

www.edutap.co.in

Call us at 8146207241- Write to us at [email protected]

www.edutap.co.in


 Communication includes both the transfer and understanding of the meaning of the message

which the sender wants to convey to the receiver.  In perfect communication, a thought would be transmitted so the receiver understood the same mental picture the sender intended.  Communication is an effective tool to achieve Organizational goals. It is interrelated with concepts such as motivation, motivation, coordination, leadership, structure; and decision making in organizations.  Communication Process: It refers to steps through which communication takes place between the sender and the receiver.

Communication process consists of the following eight steps: 1. Developing idea by the sender : Conceptualization of the idea to be sent(also called Planning stage) 2. Encoding: Translation of the idea into a perceivable form understandable to the receiver 3. Developing the message: The message can be written, oral, symbolic or non-verbal such as body gestures, silence, signs, sounds, etc. or any other signal that triggers the response of a receiver 4. Selecting the medium: Medium is the way of transmitting the message to the receiver. It can be speaking, writing, signaling, etc 5. Transmission of message : Sending of the message from the chosen medium 6. Receiving the message by receiver: Reception of message by the receiver 7. Decoding: Message is decoded by the receiver to understand its meaning 8. Feedback: Receiver’s response to the sender.

 Claude Shannon & Warren Weaver Model of Communication

www.edutap.co.in


Consists of eight eight components which are most similar to the general steps of communication except Noise : 1. Source: Initiator of conversation 2. Encoder: Transmitter of message into into signals (ex. Thought in brain Mouth  Voice) 1. Message: Actual physical product which source wants to convey (ex. In speaking, speech is the message; message; when written, writing the message; when we gesture the movement of our arms and the expressions on our faces are the message 3. Channel: Medium of message transmission 4. Decoder: Reception of message. Converts signal into message 5. Receiver: To whom message is sent 6. Feedback: Receiver’s response to the sender in the form of understanding of the message 7. Noise: Present in each of the above stages of communication. Reduces accuracy of the message.

 Study of Communication

It is classified into three main streams: 1. Information Theory: Related to storage and communication of signal processing or data compression 2. Communication Studies: Related to human communication 3. Bio semiotics: Related to communication between living organisms including plants and animals

 Functions of Communication

www.edutap.co.in


1. Management: Communication helps in dealing with lots of management activities efficiently in many ways, like:  Connecting various departments of the organization Communicating the vision and goals to the employees   Resolving conflicts between the employees Directing employees to do tasks   Building efficient relationships with customers as well as employees 2. Feedback: Communication helps in giving feedback to the employees regarding their performance, expectations, guidance etc to motivate them. 3. Emotional Sharing: Employee satisfaction, dissatisfaction or other employee related problems can be shared through communication 4. Persuasion/Motivation: Communication helps a leader to convince the workforce to support his idea. It also helps in employee morale boosting 5. Information Exchange: Communication helps to make important business decisions where individual information needs to be exchanged between individuals

 Channels of Communication: It is a type of media that is used to transfer a message from one

person to another. It affects the flow of information in the company. There are three types:

www.edutap.co.in


 Formal Communication Channel:

1. Messages in this type of channel follows a chain of command 2. It follows hierarchical structure present in the organization 3. Information like Organization goals, policies, procedures, reports, notes etc. communicate through through this channel 4. Ex. A boss communicating project requirements to his subordinates

 Informal Communication Channel:

1. This type of channel does not follow any hierarchy present in the organization 2. It is informal by that it means it does not carry proof of transcripts or communication between individuals like formal communication gives 3. Ex. Colleagues meeting at cafeteria; Colleagues chatting with each other, etc.  Unofficial Communication Channel:

1. It is a type of Grapevine communication 2. It could play a role of distortion as well as constructive role in an organization 3. Ex. Informal meetings of employees outside workplace, social gatherings at workplace discussing politics, playing games, talking about rumors, complaining about company personnel or policies, etc.

 Directions in Communication Channels

www.edutap.co.in


 Downward Communication

1. Follows hierarchical structure of the organization where manager instructs subordinates 2. Helps in assigning goals, providing job instructions, briefing about policies and procedures, feedback to subordinates 3. Disadvantages:  Distortion: When the message has to pass through more than one level in the organization it might lead to distortion of actual message sent by the sender  Delay: Presence of more than one level in the communication channel can also

lead to delay of feedback from the receiver  Filtering: Sometimes managers might withhold some part of the information in

the message from subordinates which might impact employer-employee relationship  One-Way: Since the instructions are made by authority, feedback is not expected.  Upward Communication

1. The direction of communication followed is upward i.e. when lower level employees communicate to their managers 2. Things communicated by lower level employees can be feedback to higher-ups, progress towards goals, pass on information regarding any problems faced 3. Disadvantage: Certain managers may not be receptive enough to listen to their subordinates which might create tension between employer-employee relationship or let down morale of the subordinate  Lateral Communication

1. Communication occurs between members of the same workgroup, members members at the same level in separate workgroups, or any other horizontally equivalent workers 2. Ex. Managers of two different departments interacting with each other 3. It saves time and facilitates coordination  Diagonal/Crosswise Communication

1. Communication that takes place between a manager and employees of other workgroups 2. It generally does not appear on organizational chart. 3. Ex. To design a training module a training manager interacts with Operations personnel to enquire about the way they perform their task. 4. Advantages: More Practicable way of communication, Boosts Morale and increases coordination

www.edutap.co.in


5. Disadvantages: Superior might feel infringement of hierarchy, may lead to internal anarchy or animosity and Superior might show resistance to comply with the suggestions on which he is not consulted(Ego issues)  Formal Small Group Networks

There are 6 types of formal small group communication networks: 1. Chain Network: Rigidly follows formal chain of command. Chain is best where accuracy is required.

2. Star/Wheel Network: Relies on a central figure to act as the conduit for all a ll group communication. Found in teams having a strong leader.

3. Circle Network: The information is transmitted laterally among all group members.

4. All Channel Network: Permits group members to actively communicate with each other. Characterizes self-managed teams, where no person takes a leadership.

www.edutap.co.in


5. Inverted V Network: Subordinate communicates with his immediate superior as well as a second superior. (superior's superior)

6. Inverted Y Network: Two subordinates through the hierarchical chain communicate with a superior and superior in turn communicates the message to his two superiors.

 Grapevine Communication

1. It is an informal or unofficial channel of communication 2. It has no direction and can take place between people of any level 3. Deals with casual conversation between workers including personal and business matters 4. Leads to generation of rumor 5. Serves to fill gaps in formal communication www.edutap.co.in


6. Satisfies social needs of workers 7. It is classified into four types:  Single Strand: Involves the passing of information through a line of persons to the ultimate

recipient

e veryone  Gossip: One person seeks and tells the information to everyone  Probability: Random process in which someone transmits the information to others in

accordance with the laws of probability and then these others tell still others in a similar way  Cluster: A person tells the information to the selected persons who may in turn relay (pass)

the information to other selected persons 8. Factors causing Grapevine:  Uncertainty in the organization  Bias/Favoritism from the management for few employees  Lack of self-confidence among employees

9. Advantages:  Information is passed speedily  Feedback is quick  Acts as parallel function where formal communication fails  Acts as a support system for employees  Increases group cohesiveness among employees

10. Disadvantages:  Less Credible Information  Selective information passed  Creates trouble and hostile environment  Leakage of sensitive information

www.edutap.co.in


 Reduces employee productivity

 Modes of Communication

Communication: Takes place through face-to-face conversations, group discussions,  Verbal Communication: counseling, interview, radio, television, calls, reports, newsletters, etc. It is classi fied into oral and written communication.  Oral Communication: Process of communication in which messages or information is exchanged or

Communicated within sender and receiver through the word of mouth . 1. Advantages  Constitutes high level of understanding and transparency  Flexibility in decisions made  Quick Feedback  Time and other costs saving  Efficient conflict resolution  Helps in team work  Encourages morale  Helps in transferring confidential information

2. Disadvantages  Not reliable in business work  Less authentic  Long speeches are time consuming  Cannot be maintained  Lead to misunderstanding sometimes  Attention is required

www.edutap.co.in


3. Principles in Oral communication: Clear pronunciation, preparation, unity & integration, precision, use of natural voice, planning, simplicity, vocabulary, legality, avoidance of emotions, etc.

Communication: Messages shared between sender and receiver in written form. Internal  Written Communication: form of written communication can be letter, memo, notices, reports, etc. and external form of written communication can be advertisements, telegram, fax, posts, etc. 1. Advantages:  Helps in laying principles of organization  Record Maintenance  Accountability of roles and responsibilities  Precise and explicit  Helps in legal defense

2. Disadvantages:  Costly and uses lots of resources  Not effective in long distance communication as feedback is not spontaneous  Time-consuming  Requires skills and competencies for efficient communication

www.edutap.co.in


www.edutap.co.in


Communication: It refers to the sending and receiving of wordless messages . It  Non-Verbal Communication: includes gestures, body language, eye contact, posture, tone or facial expressions.  Types of Non-Verbal Communication:

1. Facial Expressions 2. Gestures: includes waving, pointing, showing fingers, differs from culture to culture 3. Paralinguistic /Vocalic: tone of voice, loudness, inflection, pitch 4. Body language & Posture( Kinesics): way of standing, sitting, moving 5. Proxemics: personal space, depends on type of relationship and culture 6. Eye Gaze/ Oculesics: looking, staring, blinking 7. Haptics: communication through touch, shows affection, familiarity, sympathy 8. Appearance: way of dressing, color, clothing, hairstyle 9. Artifacts: accessories put on, web image 10. Chronemics: role of time in communication, refers to punctuality, willingness to wait, status indicator, varies from culture to culture, differs in situation or relatonship wise 11. Written text: handwriting style, presentation, use of smileys 12. Prosodic features: rhythm, intonation, stress 13. Genetics: eye color, hair color, height www.edutap.co.in


Communication: Certain factors that come in the way of smooth flow of communication  Barriers to Communication: process 1. Physical Barriers: refers to the nature of the environment, ex. Long distance, different building, sites, non-up gradation of communication technologies 2. System Design: refers to problems with the structures or systems in place in an organization 3. Attitudinal: results through problems with staff, poor management, personal attitude of employee, insufficient training 4. Ambiguity of words/phrases: Words sounding the same but having different meaning can convey a different meaning altogether 5. Individual linguistic ability: Use of jargon, difficult jargon, difficult or inappropriate words in communication 6. Fear of being criticized 7. Gender Barriers 8. Physiological Barriers: individuals' personal discomfort, caused —for example—by ill health, poor eyesight or hearing difficulties www.edutap.co.in


9. Bypassing: Happens when the communicators (sender and the receiver) do not attach the same symbolic meanings to their words 10. Semantic Barriers: Occurs due to the differences in the individual interpretations of words and symbols 11. Rigidity: People with stubborn views and low listening ability 12. Ideological Barriers: Members of the organization do not share the same ideological perspectives and orientation. Differences in background education and expectation result in different social and political views 13. Filtering: Refers to sender's purposeful and deliberate manipulation of information to be passed on to the receiver 14. Generalization: Few people try to stereotype things based on their experiences and stick to it 15. Dogmatism: attitudes, opinions and beliefs possessed by a person prevents him from accepting accurate and additional information 16. Halo effect: results from two valued thinking, in this people see things things only as dichotomous i.e. good and bad, right and wrong, etc but sometimes this acts as a barrier for effective communication  Seven elements of Effective Communication:

1. Clarity: communication should be clearly and precisely stated 2. Consistency: information should be consistent with the receivers expectations 3. Adequacy: information should be adequate enough, neither more or less 4. Timeliness: should be in time 5. Uniformity: should not be discriminatory 6. Flexibility: should not be rigid 7. Acceptability: should be acceptable and evoke positive response  Cultural aspects of communication

1. Cultural differences exist within countries (tribal/regional differences, dialects etc.), between religious groups and in organizations or at an organizational level 2. For example: words, colors and symbols have different meanings in different cultures 3. All countries have different languages different languages and to have a better understanding of different culture it is required to have knowledge of languages of different countries 4. In reference to non-verbal communication, paralinguistic, proxemics, artifacts, chronemics, kinesics, differ from culture to culture and create problems while communicating  Role of IT in communication

www.edutap.co.in


1. Advantages:  Money and time can be saved as it is cheap as well as fast to move information    

around Video conferencing saves time on flights/accommodation It removes isolation and provides support systems to people who need it It is available 24x7 It helps reduce red tapism/delays and corruption in the work processes

2. Disadvantages:  Loss of face to face communication often results in loss of personal touch  There is always an element of uncertainty regarding the authenticity of

information  Virus, fraud, identity theft are other concerns

 Models in Communication

1. Linear Model of Communication 2. Transactional Model of Communication 3. Interactional Model of Communication

 Linear Model of Communication: It is a one-way communication model. The message flows directly

from sender to receiver. There is no feedback here. Different models that follow linear model of communication are: 1. Aristotle’s Model 2. Shannon Weaver Model 3. Berlo's S-M-C-R Model  Aristotle’s Model:

www.edutap.co.in


1. It can be broadly divided into 5 primary elements: Speaker, Speech, Occasion,

Audience and Effect 2. It is a speaker centered model as the speaker has the most important role in it and is the only one active 3. The role of the audience is passive, influenced by the speech 4. Communication process is one way, from speaker to receiver 5. The speaker must organize the speech beforehand, according to the target audience and situation (occasion) 6. Highly suited for Public Speaking  Characteristics of a Good Speaker:

1. Ethos: Speaker should have credibility then only the audience will listen to his speech 2. Pathos: Speaker should be able to captivate audience’s mind and create an emotional bond with them while delivering the speech 3. Logos: Speaker should infuse logic in his delivery so that the audience should fine reason and practicability in the speech

 Berlo’s SMCR Model of Communication

www.edutap.co.in


1. Berlo’s model has 4 components: They are, Source, Message, Channel and Receiver 2. All components are affected by many factors 3. Source consists of communication skills, attitude, knowledge, culture of the sender and the social system from where he is delivering the message 4. Message consists of contents, elements(gestures, postures, body movements), treatment(tone, empathy), structure and code of the message to be delivered 5. Channel consists of way of delivering the message which could be either by hearing, seeing, touching, smelling and tasting 6. Receiver consists of the same elements as of the Source

 Transactional Model of Communication: Senders and receivers both are known as communicators

and both play equally important role in communication. Their role reverses each time in the communication process as both processes of sending and receiving occurs at the same time. Everyday talk and interactions are also a form of transactional model communication. Mostly used in interpersonal communications. Model that follows transactional model of communication are: 1.

Barnlund’s Transactional Model

www.edutap.co.in


Factors affecting Transactional T ransactional model of communication:  These can be environmental noise or communication barriers

or psychological noise  Environmental Noises can be Physical noise, physiological noise or  Physical barriers can be doors or walls, physiological barriers can be defect in ears or brain and

psychological barriers can be depression, lack of confidence etc  Communication barriers can be cultural systems, social systems and relational situations. These are

also called as Fields of experience .

 Barnlund’s Model:

www.edutap.co.in


1.

It is a multi-layered feedback system .

2. The message passing takes place with a constant feedback being provided from both the parties. 3. There are 3 cues (signs) in this model: public (Cpu), private (Cpr) and Behavioral (Cbehnv,

Cbehv) 4. This model emphasize that both public and private cures affect your communication. The behavioral cues intern means verbal and non-verbal cues. Noise also impacts the communication between people

 Interactional Model of Communication(Convergence Model)

1. Communication happens both ways and here feedback is present. Once feedback is achieved then the next message can be sent by the sender

www.edutap.co.in


2. Schramm’s model of communication is the interactional model.

 Schramm’s model of communication:

1. Postulated by Wilbur Schramm in 1954 2. It says that communication is a two-way process where both sender and receiver take turns to send and receive a message. 3. It has different components of communication in it:

 

Sender (transmitter) is the person who sends the message. Encoder is the person who converts the message to be sent into codes.

www.edutap.co.in


Decoder is the person who gets the encoded message which has been sent by the encoder and converts it into the language understandable by the person.  Interpreter is the person who tries to understand and analyze the message. Message is received after interpretation. Interpreter and receiver is the same person.  Receiver is the person who gets the message. He/she decodes and interprets the actual message.  Message is the data sent by the sender and information that the receiver gets.  Feedback is the process of responding to the received message by the receiver.  Medium or media is the channel used to send the message.  Noise is the interference and interruptions caused during the process. 

(Not in Notes) Notes)  Helical Model: (Not

1. The model is linear as well as circular combined and disagrees the concept of linearity and circularity individually 2. This model was proposed by Frank Lance in 1967 3. Communication is taken as a dynamic process in helical model of communication and it progresses with age as our experience and vocabulary increases 4. Introduces the concept of time where continuousness of the communication process and relational interactions are very important 5. At first, helical spring is small at the bottom and grows bigger as the communication progresses. The same effect can be seen with communication of humans, where you know nothing about a person at first and a nd the knowledge grows steadily as you know the person better. It considers all the activities of the person, from the past and present

www.edutap.co.in


6. Communication is supposed to be continuous and non-repetitive. It is always growing and accumulative.

Worksheet Click the next green button on the bottom of your screen to view the Work sheets Worksheets on this topic. Work sheet consists of 1. Fill in the blanks 2. True /False 3. MCQs 4. Match the column This will give new dimensions to your learning le arning and will test how much you can apply

So do not forget and attempt this Worksheet. Happy Learning!!!

www.edutap.co.in


www.edutap.co.in


Communication by edutap

Recommend Documents