Communication 1 (2).pdf

Communication is the process by which a message or information is exchanged from a sender to a receiver. For example a production manager (sender) may send a message to a sales manager (receiver) asking for sales forecasts for the next 6 months so they can plan production levels. The sales manager would then reply (feedback) to the production manager with the appropriate figures. The word Communication describes the process of conveying messages (facts, ideas, attitudes and opinions) from one person to another, so that they are understood. (M.W. Cumming) Communication is the process whereby speech, signs or actions transmit information from one person to another. This definition is concise and definitive but doesn't include all the aspects of communication. There are other definitions, which state that communication involves transmitting information from one party to another. This broader definition doesn't require that the receiving party obtain a full understanding of the message. Of course, communication is better when both parties understand... but it can still exist even without that component Communication is a process of transmitting and receiving verbal and non verbal messages that produce a response. The communication is considered effective when it achieves the desired reaction or response from the receiver, simply stated, communication is a two way process of exchanging ideas or information between human beings. Communication can be defined as the process through which two or more persons come to exchange ideas and understanding among them. Communication is the understanding, not of the visible but of the invisible and hidden. These hidden and symbolic elements embedded in the culture give meaning to the visible communication process. Equally, if not of more importance is the fact that communication is a personal process that involves the exchange of behaviours. Invansevich and Matteson noted that Communication among people does not depend on technology but rather on forces in people and their surroundings. It is a process that occurs within people. No matter the type or mechanism of communication, every instance of communication must have a message that is being transferred from sender to receiver. In order for communication to be successful, the sender and receiver must have some signs, words or signals in common with each other so the sent message can be understood. The ideal definition of communication is a 2-way interaction between two parties to transmit information and mutual understanding between themselves. The interchange of information from one party to another is best communicated when a discussion is available so the receiver can ask questions and receive answers to clarify the message There are at least three general types of communication goals: 1) Self Presentation Goals (who we are and how we want to be perceived), 2) Relational Goals (how we develop, maintain, and terminate relationships), 3) Instrumental Goals (how we manipulate others, gain compliance, manage interpersonal conflict, use and recognize interpersonal influence strategies (anchoring and contrast effects, reciprocity, commitment, liking, social proof, authority, and scarcity etc.) English Communcation BHMAECC 1. An information source. Presumably a person who creates a message. 2. The message, which is both sent by the information source and received by the destination. 3. A transmitter. For Shannon's immediate purpose a telephone instrument that captures an audio signal, converts it into an electronic signal, and amplifies it for transmission through the telephone network. Transmission is readily generalized within Shannon's information theory to encompass a wide range of transmitters. The simplest transmission system, that associated with face-to-face communication, has at least two layers of transmission. The first, the mouth (sound) and body (gesture), create and modulate a signal. The second layer, which might also be described as a channel, is built of the air (sound) and light (gesture) that enable the transmission of those signals from one person to another. A television broadcast would obviously include many more layers, with the addition of cameras and microphones, editing and filtering systems, a national signal distribution network (often satellite), and a local radio wave broadcast antenna. 4. The signal, which flows through a channel. There may be multiple parallel signals, as is the case in face-to-face interaction where sound and gesture involve different signal systems that depend on different channels and modes of transmission. There may be multiple serial signals, with sound and/or gesture turned into electronic signals, radio waves, or words and pictures in a book. 5. A carrier or channel, which is represented by the small unlabeled box in the middle of the model. The most commonly used channels include air, light, electricity, radio waves, paper, and postal systems. Note that there may be multiple channels associated with the multiple layers of transmission, as described above. 1. Noise, in the form of secondary signals that obscure or confuse the signal carried. Given Shannon's focus on telephone transmission, carriers, and reception, it should not be surprising that noise is restricted to noise that obscures or obliterates some portion of the signal within the channel. This is a fairly restrictive notion of noise, by current standards, and a somewhat misleading one. Today we have at least some media which are so noise free that compressed signals are constructed with an absolutely minimal amount information and little likelihood of signal loss. In the process, Shannon's solution to noise, redundancy, has been largely replaced by a minimally redundant solution: error detection and correction. Today we use noise more as a metaphor for problems associated with effective listening. 2 A receiver. In Shannon's conception, the receiving telephone instrument. In face to face communication set of ears (sound) and eyes (gesture). In television, several layers of receiver, including an antenna and a television set. 3 A destination. Presumably a person who consumes and processes the message. 1.7 THE COMMUNICATION PROCESS Communication is the process of passing information and understanding from one person to another. The communication process involves six basic elements: sender (encoder), message, channel, receiver (decoder), noise, and feedback. Supervisors can improve communication skills by becoming aware of these elements and how they contribute to successful communication. Communication can break down at any one of these elements. 1.3 CONCEPT OF COMMUNICATION Communication is a continuous and dynamic process. It involves dissemination and understanding of information in the right context. In day to day communication, people express ideas, emotions, opinions and thoughts in a casual manner by using colloquial language and non-verbal cues. In such communication, there is a great possibility of misunderstanding and misinterpretation. Whether it is a formal or informal situation, communication should be meaningful, effective and correct. Effective communication requires appropriate use of words, correct pronunciation, speed in delivery of words, suitable tone and befitting body language. Appropriate use of tools to communicate the message makes communication meaningful. Effective communication motivates people to respond correctly to the messages and work together in tune with each other. However, it requires intentional efforts to develop those skills. The word communication is derived from Latin word "communicare" that means "to share" (Matthew 2018). In general sense, communication is defined as a meaningful exchange of thoughts, opinions, ideas, views or messages between at least two or more than two people. It can also be interpreted as a transmission of ideas and information to develop common understanding for smooth functioning of business association. In simple words, communication is an exchange of information among people to draw common understanding between them. In order to understand the concept of communication more clearly, let's refer to some of the definitions given by scholars in this field: 1. Merriam Webster's Dictionary defines Communication as, "A process by which information is exchanged between individuals through a common system of symbols, signs, or behavior". 2. Louis Allen: "Communication is the sum of all the things one person does; when he wants to create understanding in the mind of another. It involves asystematic and continuous process of telling, listening and understanding." 3. Koontz and Weihrich: "Communication is the transfer of information from a sender to a receiver, with the information being understood by the receiver". 2 4. Katz and Kahn: "Communication is the exchange of information and the transmission of meaning. It is the very essence of a social system of an organization" 5. Robert Anderson: "Communication is an interchange of thoughts, opinions or information by speech, writing or signs." All the definitions mentioned above highlight the fact that communication is a continuous, dynamic, and systematic interaction initiated for a specific purpose. The main purpose of communication is to convey messages clearly and it becomes possible only when it is done systematically. Although communication is considered as a continuous process, there is difference in day to day communication and Business Communication. So, let's understand the concept of business communication. 1.4 BUSINESS COMMUNICATION Communication is considered as the backbone of every organization. It enables the organization to exchange information between different parties and streamline the functioning of the organization. This very process of sending and receiving data from one person to another, within and outside the business organization is called 'Business Communication'. It is an exchange of business related views, ideas, opinions, etc between business related people. Every organization is formed with certain objectives and the success of every organization lies in the collective efforts of its stakeholders that are put in to accomplish the organizational objectives. It becomes possible only when the organization develops an effective communication system. Effective communication system means a process through which information is collected, analyzed and circulated through various channels. It includes various aspects like marketing, public relations, internal and external communication etc. As per the growth of the organization, it should be upgraded. Speedy and systematic communication updates the employees about current happenings and that helps them achieve their goals. Through the communication system, all the updates about production, sale, financial status, needs, demands, obstacles, challenges etc are shared with employees. It gives a clear picture of the current situation and enables them to set goals. In addition to it, with an effective communication system, the daily operations can be streamlined and everyday results can be achieved. 1.5 NATURE OF COMMUNICATION In the above discussion, we understood the concept of communication and its importance in the business organizations. You must be wondering, how exactly communication is done, when it happens, what are its benefits and what is its nature? You can get answers to all 3 1. Interactive Process: Communication is an interactive process in which ideas, thoughts, opinions or messages are passed on by using signs, symbols and verbal and non-verbal expressions that are known to both sender and receiver. It requires more than two people. 2. An Unending Process: Communication is a continuous process. It goes on through verbal and non-verbal cues in personal and professional life. It could be intentional or unintentional. In different firms and organizations, information or messages are continuously exchanged to promote understanding. In order to achieve desired results, one interaction is repeated after another and it goes on and on by using different modes and mediums of communication. 3. Dynamic: The word dynamic means continuously changing. In the communication process, data, information, perceptions, perspectives, findings, recommendations etc are shared between people. The sharing and receiving of information depends upon the situations and moods of the sender and the receiver. Therefore, it keeps on changing as per the requirement of situations, medium, mode or the mood of the receiver and sender. 4. All-encompassing: Communication takes place at every level from bottom to top and top to bottom. Every act of human beings communicates something. Even our silence also carries symbolic meanings in different situations. Therefore, communication is considered as all encompassing. Without communication, nothing can be done in a business organization. 5. Verbal and Non-verbal: Communication is done in both verbal and non-verbal ways. In day to day life, colloquial language and non-verbal cues are used to communicate. On the other hand, in professional set ups, communication is done in a professional manner by using appropriate words, proper tone, speed, pronunciation and befitting body language. Every attempt of communication carries a specific goal and it is archived by using both verbal and non-verbal cues. 4 6. Connecting String: Communication is a connecting string in every organization. Clear and meaningful communication enables people to understand the messages clearly and act accordingly. It helps people understand each other and decide the course of action to achieve expected results. Without proper communication no organization can function smoothly. Through communication, an organization can execute its policy, inspire employees to accomplish goals and manage all activities. It's communication that connects different departments in an organization and acts as an invisible string in an organization. 7. A Means to Accomplish Goal: Communication is a means to achieve desired goals. Without communication, no business organization can work properly. Effective communication system is considered as the soul and backbone of every business organization because it helps the employees to exchange real time data that can enable them to prepare action plans to achieve desired goals. Therefore, communication is considered as an important means to accomplish goals. 8. Intentional as well as Unintentional: Communication can be intentional or unintentional. Unintentional communication means the things we don't wish to communicate. Most of the time, it happens due to misuse of verbal and nonverbal cues. On the other hand, the communication that is done for specific purposes is called intentional communication. Intentional communication is done by using suitable means and modes to draw the expected outcome. 9. Promnotes Socialization: All human beings, as a natural tendency, prefer to live in groups. This natural urge to be with others is fulfilled by communication. It is a process that helps us to interact with each other. Communication promotes as wellas accelerates the process of socialization. 10. Avoids Misunderstanding: Communication can be done by using verbal and non-verbal cues. Proper use of verbal and non-verbal cues makes communicating meaningful. If the sender and the receiver of messages are trained to use verbal and non-verbal cues appropriately, it can help them avoid misunderstandings. Effective communication reduces the possibility of misunderstanding and misinterpretation. It provides clear understanding of the messages and thus creates a bond of understanding between sender and receiver. n 1.6 PROCESS OF COMMUNICATION Communication is a two-way process. It requires a sender and a receiver who can understand the signs, symbols and language of each other. The process of communication begins with ideation. The sender thinks of an idea, gives it a shape, decides the mode and medium to convey the idea, and conveys it. On the other hand, the receiver receives it, tries to decode and understand it, and finally gives feedback. Communication does not happen abruptly. It happens systematically. There are different steps of communication. The steps involved in the process of communication play an important part in sending and receiving messages clearly. So, let's understand the process of communication in detail. 1. Ideation: The very first step in the process of communication is ideation. It means generation of thought in the sender's mind. Ideation consists of what is to be communicated. It could be a request, an order, an inquiry or any other such activity. It depends on the sender's knowledge, experiences, perceptions as well as context of the communicative situation. The ideas formed or encoded using specific codes of language are called a message. Generally, a message carries a logical or emotional content. Logical messages comprise factual details whereas emotional messages carry one's feelings and emotions. Ideation turns into a message when a particular idea is formed by considering its type and source using code of a particular language. 2. Sender: Sender is the person who selects a thought or an idea, encodes it into a set of symbols and transmits it to the receiver by using suitable medium. Sender is an important element in the process of communication because he makes the idea understandable for the receiver. The entire responsibility of encoding the message rests upon the sender. For the meaningful delivery and successful transmission of message, the sender has to keep in mind the purpose of the message and accordingly, as per the abilities of the receiver, has to select the words, images, medium, and time for each transmission. The sender has to cope with internal and external factors. The external factors like physical surroundings, weather, noise, cultural customs etc. and the internal factors like the sender's physical and mental state, his attitudes, and opinions, past experience, likes and dislikes also influence the way the sender communicates the ideas. Along with it, a sender also has to frame and transmit the message considering the receiver's needs, skills, status, mental ability and experience. In short, sender is of prime importance in the process of communication. 6 3. Encoding: Encoding is the next step in communication. It means transformation of the idea into a set of symbols that are known to both sender and receiver. It could be words, symbols, pictures, diagrams, gestures etc. It is a process of converting ideas into a coded message. The very purpose of encoding is to formulate ideas or thoughts into the known language to produce meaningful interaction. Application of known media decides the success of the encoding. Ultimately, the sole purpose of communication is sharing information or ideas in a clear and understandable manner. Therefore, selection of language is of utmost importance. If the receiver is not able to decode the message, communication cannot take place. For example- if a receiver does not know Marathi, he cannot decode the message transmitted in Marathi. It becomes an unproductive exercise. Along with language, selection of the right mode and medium for communication also determines the effectiveness of decoding. Commonly, interpersonal messages are communicated through verbal or non-verbal cues. Verbal communication includes spoken and written messages and to decode them the sender should be aware of the codes of that particular language. Use of non-verbal cues, generally, depends on the sender receiver relationship. It may include body movements, facial expressions, touching patterns etc. To decode non-verbal cues is a challenging task for a receiver because it requires mutual understanding of the non-verbal cues. Therefore, to make decoding easy for the receiver, appropriate use of language and medium of communication is must. 4. Medium and Transmission: Another significant element in the process of communication is selection of appropriate medium for the transmission of a message. Medium can be called as a channel used to pass on the message. It could be oral, written or non-verbal. It is always better to choose the right medium well in advance before the composition of the message. It should be known to the receiver. On the other hand, Transmission means flow of message over the chosen medium. Selection of suitable medium/channel transmits the information uninterruptedly so that the receiver finds it easy to decode the message correctly. In short, success of communication depends on the choice of medium. For instance, displaying instructions in Marathi to Tamil people would not be an appropriate medium of communication. 5. Receiver: Receiver is the person or a group of persons who listen to the message and find some meaning by decoding it. The communication process becomes successful only when the receiver recognizes the symbols of the code and understands its meaning. If the sender encodes 7 the message by using codes known to the receiver, the messages transmitted become more receptive. In short., the receiver is the decoder of the message who uses his skills and tries to understand its meaning to achieve the expected goal of the communication. 6. Decoding: Decoding means converting the received message into a comprehensive thought by analyzing the signs, symbols and non-verbal cues used by the sender. It is important to note that messages can be transferred from sender to receiver but its meaning has to be revealed by decoding the message. It involves interpretation and analysis of the message. In written communication, decoding is done by reading and understanding the written words whereas in oral communication, it is done by listening to and understanding of the spoken words. Correct decoding is the soulof communication. If it is not done correctly, the message can be misinterpreted and that can lead to misunderstanding. 7. Feedback Aim of every communication is to send a message to the receiver and get feedback on it. Feedback completes the circle of communication. It is an indicator of successful delivery of a message. It is a response of the receiver to the received message. If the receiver could decode and understand the message, he gives positive feedback. Positive feedback is a good sign to continue communication in the same manner. But, if the sender gives bad feedback, the speaker has to refer to the feedback and make necessary changes wherever required. Without feedback, the sender cannot understand whether his ideas are understood by the receiver or not. There could be verbal or non- verbal feedback. It is a key component in the process of communication because effectiveness of communication is reflected through the degree of accuracy in the receiver's response to the intended meaning of the sender's message. Message ldeation Enocoding Medium of Transmission Barriers of Communication Sender Feedback Decoding Receiver Diagram 1:Cycle of Communication Process Fig. 1.1 Process of Communication Source: Rathod, S.(ed.).2017.Professional Communication Skills. B.Sc IT Sem-I. Mumbai: IDOL, University of Mumbai, Mumbai 8 ESSENTIALS/PRINCIPLES OF EFFECTIVE COMMUNICATION Communication is effective only when both the sender and the receiver are focussed on the act of communication. While the sender must sharpen and improve skills of speaking and writing, the receiver must improve skills of listening and reading. The qualities of communication which the sender must achieve are called the C's of Communication because most of them begin with the letter C. Cs of Good Communication 1. Correctness A letter must be correct in every respect: () In spelling. grammar, pronunciation, and use of language. Incorrect language spoils the message, distracts the receiver's attention, and creates a poor impression of the sender; it may also convey a wrong meaning. All spellings must be checked: spelling of names must be checked with extra care. Most people are offended if their name is wrongly spelt or pronounced. There must be consistency in the use of numbers, units of measure, technical terms, abbreviations, hyphens, grammar, spelling. punctuation, and capitalisation. American and English spelling vary. Hyphenation and punctuation and capitalisation do not have absolutely fixed rules. Whatever you decide on, be consistent throughout the document. (i) In appearance and form of layout. Poor and untidy appearance, with typing mistakes corrected in ink, uneven spacing or carelessness in the layout, creates a poor impression of the company's efficiency in handling its work. Appearance depends on placing the parts of layout correctly on the letterhead, even spacing between letters, words, lines and parts of layout, and having proper margins on all sides. Similarly. shabby appearance of the speaker and lack of attention to body language creates a bad impression. (ii) In the information conveyed correct and accurate. Communicating wrong or incomplete information is the most harmful thing: it leads to waste of time in making corrections and will lead to loss of goodwill and loss of business. All dates and days, time, numbers and facts must be in agreement. Nothing is more confusing than mismatched information. 3| Page (iv) In tone, formality and style must be appropriate to the occasion, the content and the relationship between the sender and the receiver. An overdone apology sounds childish or undignified; a grudging or patronising agreement to grant a request sounds unpleasant. 2. Clarity The message must be clear at the first reading so it that takes very little time to follow and understand. Clearly written or spoken messages avoid misunderstanding and save time. Write and speak to express, not to impress. Clarity depends upon five factors: () Simple, common everyday words which everyone can understand. Never send the reader to the dictionary. Technical terms should be avoided unless absolutely needed and if you are communicating within the profession. (ii) Short and simple sentences. Long sentences confuse the reader, and often confuse the writer also. Phrases and clauses should not be added on to a sentence. Each bit of important information should be given in a separate sentence. (ii) Proper punctuation and pauses. It helps to provide pauses and stops and to break up groups of words into sensible units. Besides the full stop, there are other, shorter pauses like the semi colon and the comma which help to break up a sentence into readable units. 3. Conslstency Consistency should be in the use of numbers, units of measure, technical terms, abbreviations, grammar., spelling, punctuation and capitalization and dates. British or American spellings vary. Hyphenation, punctuation and capitalization do not have absolutely fixed rules. Whatever you decide on, be consistent throughout the document. 4. Coherence Coherence is logical sequence of ideas. Making a clear plan for a presentation or a letter ensures that the ideas are in logical order; coherence, that is, logical connection of ideas makes any composition easy to understand. Consistency in numbering also helps in achieving coherence 5. Conreteness Giving definite and concrete details with figures and names. Vague phrases like "in due course" or "at your earliest convenience" are not so useful as definite time phrases like in two weeks or within three weeks, soon, good, any time. Use words and expressions which communicate exact and definite information. It is better to use concrete words with a definite meaning. or to give concrete examples and description. Words like good, bad, far, near, make sense only when you indicate the level of efficiency or quality and say at what speed. 6. Concdseness Conciserness means expressing much in a few words; in business communication it means keeping to the point, using as few words as possible without sacrificing clarity or courtesy. It does not necessarily mean being brief; it means making every word count. Conciseness can be achieved by: () Leaving out unnecessary modifiers; for example. "new innovation:" (can there be an old innovation?) or "very unique" (unique means only "one of its kind"). Other examples are: "advance plans", "actual experience", "cylindrical in shape", "three cubic meters in volume." (i) Reducing unimportant ideas to phrases or single words like, in the form of - as in many cases - often exhibits the ability to - can in the event of - if (ii) Making sure that only the necessary and relevant details are included. Using more words than necessary confuses the idea. Conciseness and clarity are closely related: giving clear and definite details often reduces the length of a sentence. Readers are thankful for precise and clear messages. Irrelevant ideas and going out of point confuses the listener. 7. Courtesy 7. Courtesy 4| Page Courtesy is consideration for other people's feelings. It is seen in an individual's behaviour with others. A well-mannered and courteous person shows consideration and thought for others. In a letter, the style, the manner and the choice of words reflect the courtesy of the writer. Some simple rules for courtesy are: (i) Use the courtesy words please, thank you, exCuse me and sorry as the situation requires. (i) Express appropriate feeling according to the situation. For example, sympathy when someone suffers, good wishes when someone begins something new, and congratulation when someone achieves something. (i) Make the other person feel comfortable. This is an important factor of courtesy. Care and consideration for the reader is reflected in the letter. The opening sentence itself shows the courtesy of the writer: " We appreciate your promptness in sending the goods. "Thank you for sending your quotation so promptly. We are sorry to learn that you were inconvenienced. Requests must also be made courteously: " We would appreciate it very much if you could send your cheque within three days of receiving Our bill. " Will yOu please look into the matter at once? (iv) Be attentive and prompt in responding. Every message, written or oral should be answered within twenty-four hours. If it is a letter of complaint, the response should be immediate; a courteous company makes a phone call or sends a fax message immediately on receiving a complaint or hearing about a problem. Everyone appreciates prompt attention. (v) Let the tone, the choice of words and the style of the message reflect your consideration for the feelings and needs of the receiver. This is particularly important if the message to be 'conveyed is likely to be unpleasant for the reader. A courteous letter has the best chance of getting a favourable response. Seeing the situation as the reader sees it, and taking care of his/ her needs, is courtesy. You must have an awareness of how the words sound to the receiver. 8. Completeness The message communicated should be complete with all necessary details and information given to enable proper understanding and response by the receiver.

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