This is a handout to be used for the first sememster communication subject taught in BHMCT

1. DEFINING COMMUN ICATION
The word communication is derived from “communis” (Latin) meaning ‘common’.
Communication is defined as the transfer of information and understanding from one person to
another person. It is a way of reaching others with facts, ideas, thoughts and values.
Communication can also be defined as the process of meaningful interaction among human
beings. More specifically it is the process by which meanings are perceived and understanding
is reached among human beings.
NEED FOR COMMUNICATION
Human beings are described as social animals. As members of society, they have to constantly
interact with their fellow beings. They have feelings, emotions, likes and dislikes – all of which
they have to convey. In other words , whatever the environment in which they are placed, they
have to build links and establish relationships. The need for communication arises from their
desire to express themselves in a meaningful manner.
As they are social beings, human beings are also emotional beings. They have certain thoughts
and emotions. Further, they are endowed with the faculty of thinking. They have intelligence
and brainpower. In order to give a meaningful expression to thoughts, ideas, reasoning,
creativity and intelligence, human beings resort to communication. The need for
communication arises from the need to emote, to interact and to express one’s ideas and
thoughts, and the need to relate and connect.
PURPOSE OF COMMUNICATION
Broadly speaking , in business we communicate to:-
a) Inform
b) Persuade
Communication to inform (expository communication) is directed by the desire to expose,
develop and explain the subject. It’s focus is on the subject of the communication.
Communication to Persuade:- The communicator may seek to persuade the reader. In such a
form of communication the focus is on the receiver and not the message. For ex. Any home
loan advertisement of any bank highlights your requirement of a loan and offers the best home
loan scheme in the market.
“Communication is the means to an end”
“Communication helps to get across and accomplish results”

2. The OBJECTIVES of Communication are:-
To Inform, To Educate, To Train, To Motivate, To Integrate, To Relate, To Promote , To
Entertain, To Facilitate Decision Making, To Persuade, To Advice, To Suggest, To Order, To
Warn, To Negotiate Etc.
LINEAR MODEL OF COMMUNICATION
SENDER  message MEDIA message RECEIVER action
ELEMENTS OF COMMUNICATION
MESSAGE :- It is information, written or spoken which is to be sent from one person to another. It is
organized, structured, shaped and selective.
SENDER :- The person who transmits, spreads or communicates a message or operates an electronic
device is the one who conceives and initiates the message with the purpose of informing/ persuading/
influencing/ changing the attitude, opinion or behavior of the receiver.
ENCODING :- Encoding is changing the message(from its mental form) into symbols, that is, patterns of
words/gestures/pictorial forms or signs(physical or of sounds). In short, it means putting ideas, facts,
feelings and opinions into symbols which can be words, actions, signs, pictures and audio-visuals.
CHANNEL (Medium) :- This is the vehicle of medium which facilitates the sender to convey the message
to the receiver. The medium of communication can be written, oral, audio-visual or live projections.
Written medium can be in the form of letters, memos, reports, manuals, notices, circulars,
questionnaires, minutes etc.
RECEIVER :- A receiver is the targeted audience of the message. The receiver gets the message,
understands, interprets and tries to perceive the total meaning of the message transmitted.
DECODING :- This is the act of translating. The total meaning consists of meanings of words (symbols)
together with the tone and the attitude of the sender.
FEEDBACK :- This is the loop that connects the receiver in the communication process with the sender,
who in turn acts as a feedback receiver and, thus, gets to know that communication has been
accomplished. It helps the communicator know if there are any corrections or changes to be made in the
proposed action. It also ensures that the receiver has received the message and understood it as
intended by the sender.
“Communication is goal oriented”

3. TYPES/FORMS OF COMMUNICATION
Communication can be categorized into different types depending upon the level at which it takes place,
the direction it takes, or by its very nature. Some of the commonly referred types of communication
are:-
a) Verbal communication and non-verbal communication
b) One way communication and two way communication
c) Formal and informal communication
d) Inter personal and intrapersonal communication
VERBAL COMMUNICATION
As the name suggests verbal communication is about speaking, listening carefully and then speaking
again. The best policy to follow is to always remember why one has two ears and only one mouth,
obviously to listen twice as much as one can say…! Verbal communication can be in the form of
a) WRITTEN COMMUNICATION b) ORAL COMMUNICATION
Written communication can be in the form of letters, memos, circulars, notes, reports, brochures or
books etc. The medium of verbal communication can be telex, fax, mail, courier, e-mail, telegram,
photocopier, printer etc. Accurate, perfect and precise communication is a major asset for all
individuals. Successful communication follows certain basics and mastering these to perfection.
BASICS FOR WRITTEN COMMUNICATION
a) Use simple, easy to understand language.
b) Check your spellings
c) Use appropriate words, punctuation marks, paragraphs and signs
d) Be courteous in your written communication, show that you care about others.
e) Do not use any form of slang or offending words
f) Ensure clarity, accuracy and stimulate response.
g) Write what you mean, be specific.
Oral communication refers to the spoken word. Direct person to person communication plays a very
useful role in any organization, essentially in work situations. It takes place between individuals with the

4. help of words. The medium of oral communication can be talks, speeches, discussions, meetings,
seminars, counseling sessions etc.
BASICS FOR ORAL COMMUNICATION
a) Maintain eye contact
b) Check your pronunciations
c) Show sincerity
d) Modulate your voice and voice level
e) Be courteous
f) Eliminate offending words, derogatory and un-parliamentary language
g) Say what you mean, be specific
NON-VERBAL COMMUNICATION
Non verbal communication as the name suggests, is the act of communicating without saying anything.
Usually the following are used to communicate:
Eye contact: Make your eyes smile and maintain eye contact
Facial expressions: Always match your facial expression with the words you use
Body language: Communicators should always attempt positive body language
Dress and Grooming: Simplify and smarten your dress and grooming.
Posture: Erect, confident and friendly postures always help one to communicate better.
Attitude: Positive attitudes communicate success and negative attitudes communicate failure.
ONE WAY COMMUNICATION (MONOLOGUE)
Communication which involves only one speaker is called a monologue. One way communication is
characterized by the absence of feedback from the receiver to the sender. This type of communication
can be of various types: discourse, lecture, sermon, talk, speech, address, announcement or oration.

5. TWO WAY COMMUNICATION (DIALOGUE)
Any discussion, interview, conference, conversation or talk between two people is called a dialogue. It
involves active feedback from the receiver to the sender to ensure that the receiver has understood the
same message which the sender intended to convey. This type of communication allows better mutual
understanding.
FORMAL COMMUNICATION and INFORMAL COMMUNICATION
Careful thought and a degree of pre-planning is of extreme significance in formal communication,
whereas informal communication is more spontaneous and requires little or no pre-planning. For ex:
when we communicate with our seniors and guests, we tend to be formal and while speaking with
friends, we tend to be informal.
Formal communication with seniors is called UPWARD COMMUNICATION.
Communication with juniors is called DOWNWARD COMMUNICATION.
When people at the same level are communicating, they are communicating in a HORIZONTAL/LATERAL
PATTERN.
GRAPEVINE COMMUNICATION is a popular form of informal communication, although the result it
produces may not be as expected. In a positive way grapevine is used to spread positive images through
strong, positive and successful ‘gossip’ messages.
INTERPERSONAL and INTRAPERSONAL COMMUNICATION
Interpersonal communication is the exchange of messages between two persons. For ex: a conversation,
dialogue or an interview in which two persons interact (others may also be present)’
Intrapersonal communication is talking to oneself in one’s own mind.
BARRIERS OF COMMUNICATION

6. Barriers or ‘blocks’ to successful communication are like icebergs in the path of a ship sailing in the
ocean. Barriers can destroy, deflect, corrode and stop successful communicators from producing results.
These barriers to communication can be categorized into the following groups:-
a) Semantic barriers
b) Physical barriers
c) Organisational barriers
d) Psychological/ Personal barriers
SEMANTIC BARRIERS
Semantic barriers are the problems and obstructions that come in the way during process of encoding
and decoding the message into words or other impressions. The use of different languages, words and
symbols, poor vocabulary and grammatical mistakes.
Semantic barriers include:
DIFFERENT LANGUAGES
Multinational organizations which are culturally diversified face the problem of employees speaking in
different languages. This becomes a barrier when there is no common language to convey ideas.
Sometimes the translators even cannot translate the exact meaning of certain words in different
languages.
DIFFERENT CONTEXT FOR WORDS AND SYMBOLS
Words and symbols used have several meanings depending upon the context in which they are used.
For ex: a) Give me water to drink ( here ‘water’ means glass of water)
b) The water dispute of Punjab Haryana (here ‘water’ means water of river)
Unless the context of words and symbols used is known the receiver may misinterpret them because of
his preconceived ideas.
POOR VOCABULARY
The communicator should know the clear and precise meaning of the used words. If the inappropriate
and inadequate words are used, they will not make the idea clear to be communicated.
PHYSICAL BARRIERS
Some of the physical barriers are as follows:

7. NOISE: Any disturbance or interference that reduces the clarity and effectiveness of communication is
called noise. Noise distracts the persons communicating and acts as barrier to communication. It affects
the receiver’s listening and understanding the message.
IMPROPER TIME: Improper timing of communication also hinders the process of communication, for ex.
An order at closing hour to execute an urgent work, may cause resentment in the employee who has to
catch a train for going back to his home.
DISTANCE: The distance between sender and receiver acts as a barrier as the sender has to talk loudly to
convey his message or in other case communication overseas is hindered if proper use of fax, telephone
etc. is not made.
INADEQUATE OR OVERLOAD OF INFORMATION
Inadequate information falls short of correct conveyance of message and overloaded information
diverts the receiver’s mind from the actual theme of the message.
ORGANISATIONAL BARRIERS
ORGANISATIONAL RULES AND REGULATIONS: Observance of rigid rules and regulations relating to
communication, causes delay of message and discouragement to employee in conveying their creative
and innovative ideas.
HIERARCHICAL RELATIONSHIP: Formal boss-subordinate relationship in organization structure also
restricts the free flow of communication especially in upward direction.
NONCONDUCTING OF STAFF MEETINGS: In organizations where staff meetings are not conducted to
address their grievances free flow of communication is interrupted and the communication gap
between persons being ruled and the ruling, widens.
WRONG CHOICE OF CHANNEL: Each channel is not ideal and perfect in every situation.
PSYCHOLOGICAL BARRIERS
Psychological barriers arise from motives, emotions, social values, different perceptions etc. These
create a psychological distance, cause misunderstanding among people at work and hinder the
communication process.

8. OVERCOMING BARRIERS TO COMMUNICATION
Certain steps can be taken, both at the organization level, as well as at the individual level, to effectively
deal with the barriers to communication, in order to try to minimize them, if not eliminate them
entirely:-
ENCOURAGE FEEDBACK: Organisations should try to improve the communication system by getting
feedback from the messages already sent.
CREATE A CLIMATE OF OPENNESS:- All subordinates or junior employees should be allowed to air their
opinions and differences without fear of being penalized.
USE MULTIPLE CHANNELS OF COMMUNICATION:- This means using a combination of both oral and
written channels, as well as formal(official) and informal(unofficial) channels of communication.
ACTIVE LISTENING:-This means listening to the meaning of the speaker’s words, rather than listening
without hearing, or passive listening. Real communication takes place when we listen actively, with
understanding.
CAREFUL WORDING OF MESSAGES:- Messages should be worded clearly to make sure that the message
that is received is the same as the message that is sent.
SELECTION OF APPROPRIATE CHANNELS:- Individuals should choose the right communication channel,
depending on the situation.
POINTS TO BE FOLLOWED TO OVERCOME BARRIERS
For the sender
• Be clear about the message to be sent

9. • Be precise and to the point
• Use a language understandable to the receiver
• Write the message if required
• Request a feedback to ensure receipt of message
For the receiver
• Be attentive
• Concentrate on the message
• Ask for clarifications wherever required
• Listen objectively
• Listen for body language
• Make notes if required
LISTENING SKILLS
Definition 1: - Listening is a highly complex process by which spoken language is converted to meaning
in the mind.
Definition 2: - Listening means receiving message in a thoughtful manner that leads to an understanding
of the meaning in the messages.
Listening is often thought to be the same as hearing. The difference is that while hearing is a passive
process, listening is ACTIVE. It means being alert to and understanding the meaning behind the
speaker’s words. More than an act, listening is a process. Listening is done not only with the ear, but
also with the other sense organs. As listening is fundamental to all communication, poor listening can be
considered as a mighty barrier to communication. We often mistake hearing for listening. In fact,
hearing which depends upon the ears, is just a physical act and everyone can hear without conscious
efforts. Hearing is physical , while listening is intellectual, involving both the mind and body.
Importance of Listening:
The ability to listen carefully and understand the speaker's message is key to building relationships and
succeeding at work. So, an important aspect of communication is listening, which means paying
attention to what the other person is saying. The success of many of our business activities depends on
how well we listen. A good speaker must necessarily be a good listener. While good listening leads to
proper understanding, poor listening can lead to misunderstanding and incomplete understanding.
Listening involves hearing with attention. While listening one should also be observant. In other words
listening has to do with the ears, as well as with the eyes and the mind. In business, effective listening
helps the manager to make better policies, to take correct decisions, to solve the problems and
grievances, to know various activities of his own organization.

10. TYPES OF LISTENING
Listening may be of the following types:-
1. PASSIVE LISTENING :- This listening refers to indifferent listening. There is no conscious effort to
receive and absorb the message. Passive listening stops at hearing and there is no effort to further
process the message. The listener is physically present but is not participating actively in the process
of communication. The message is not absorbed and the passive listener will not be in a position to
remember and recall the message at a future date.
2. SELECTIVE LISTENING :- In this case listening is done partially or selectively. People listen to only
that which they want to listen to. Under this type of listening, the receiver keeps tuning in and out.
Attention is not focused. Selective listening takes place when the receiver is not in a position to
concentrate or considers the speaker to be not so well informed on certain matters, or the receiver
considers himself to be better informed than the communicator etc.
3. ACTIVE LISTENING :- Active listening is the most desirable kind of listening. In this case the listener
makes conscious efforts to listen attentively. The receiver of the messages shows regard for the
speaker, concentrates on what is being conveyed, motivates and prompts the speaker, shows
empathy and makes it easy for the speaker to meaningfully deliver the message. When one listens
actively one is in a position to remember and recall the same as and when required.
BARRIERS TO EFFECTIVE LISTENING
Listening is not easy and there are a number of obstacles that stand in the way of effective listening.
These barriers may be categorized as follows :-
1. PHYSIOLOGICAL BARRIERS – Some people may have genuine hearing problems or deficiencies that
prevent them from listening properly. Once detected , they can generally be treated. Another
physiological barrier is rapid thought. Listeners can process information much faster than speakers
speak the words , so listeners have a lot of spare time during which their attention may not be
focused on what the speaker is saying.
2. PHYSICAL BARRIERS – These refer to the distractions in the environment such as the sound of an air
conditioner, cigarette smoke, or an overheated room which interfere with the listening process.
They could also be in the form of information overload.
3. ATTITUDINAL BARRIERS – Pre-occupation with personal or work related problems can make it
difficult to focus one’s attention completely on what a speaker is saying, even if what is being said is
of prime importance. Another common problem is the belief that you are more knowledgeable than
the speaker and that you have nothing new to learn from his ideas.
4. WRONG ASSUMPTIONS – It is wrong to assume that communication is the sole responsibility of the
sender or the speaker and that listeners have no role to play. Such an assumption can be a big

11. barrier to listening. Listeners have as much responsibility as speakers to make the communication
successful by paying attention, seeking clarifications and giving feedback.
5. CULTURAL BARRIERS – Accents can be barriers to listening since they interfere with the ability to
understand the meaning of words that are pronounced differently. Another type of cultural barrier
is differing cultural values. Generally Orientals regard listening and silence as almost a virtue,
whereas Westerners attach greater importance to speaking. Therefore this would interfere with the
listening process, when two people from these two different cultures communicate.
6. LACK OF TRAINING – Listening is not an in born skill. People are not born good listeners. They have
to develop the art of listening through practice and training.
How to become an active listener
Active, effective listening is a habit, as well as the foundation of effective communication. We
should follow these quick and easy steps to ensure that we not only hear but understand what is
being said as well.
1. CREATE A CONDUCIVE ENVIRONysMENT :- To an extent we can control the environment in which
communication takes place , so that listening can take place without distractions. Ensuring a proper
sound system so that the speaker is audible, avoiding places with high levels of activity, loud noises
from the outside environment and poor air conditioning systems, shutting off mobile phones and
telephones are some of the ways in which we can overcome some of the physical barriers to
listening.
2. SELECT FACE TO FACE CHANNELS :- Listening is less accurate in the absence of face to face
communication. For example, listening to and understanding ideas correctly over the telephone are
much harder than through a face to face meeting.
3. BE OPEN MINDED AND AVOID DISTRACTIONS :- Listening requires the right attitude and mindset.
We have to focus our attention completely on what the speaker is saying, without letting our mind
wander. In addition, it is also important to rid ourself of the notion that we have nothing new to
learn from the other person.
4. USE NONVERBAL CUES TO INDICATE ACTIVE LISTENING :- It is important to communicate to the
speaker that we are listening actively to what he is saying. This can be done in various ways , for
example maintaining steady eye contact with the speaker, sitting up with an erect posture, nodding
now and then to show appreciation and understanding and appropriate facial expressions are some
of the ways in which our nonverbal communication can indicate that we are involved in what the
speaker is saying.
5. USE VERBAL COMMUNICATION TO INDICATE ACTIVE LISTENING :- While non-verbal behavior
indicates that we are active listeners , it is also important to engage in verbal communication with
the speaker. Silence is often interpreted as lack of understanding or attention. We need to seek
clarifications, give feedback and suggestions or just paraphrase in our own words what the speaker
has said, in order to convey that we have understood his message.
6. LISTEN FIRST BEFORE RESPONDING :- We should always let ourselves finish listening before we
begin to speak . If we are too busy thinking about what to say next, we may miss the main point that

12. the speaker is trying to make. This also gives the speaker the impression that we are pre-occupied or
rude.
7. USE THE SPEAKER-LISTENER GAP CONSTRUCTIVELY :- Listeners have the ability to absorb
information faster than speakers’ rate of speech. One way of overcoming this barrier is to try to use
this spare time to note down what the speaker has said, review what has been said so far, thinking
ahead of the speaker and trying to guess where his talk is leading is a good strategy for effective
listening.
8. FOCUS ON THE CONTENT RATHER THAN THE DELIVERY :- In order to grasp the true meaning of what
the speaker is saying it is important to concentrate on the content of the message rather than on
how the message is delivered. For example, being over critical of the speaker’s accent or
mannerisms may make us miss the essence of the message.
9. ASKING QUESTIONS AND MAKING NOTES :- In order to engage in active listening we also need to
ask certain questions to ourselves while listening.
Types of listeners
1. The non-listener At this first level, the listener does not hear others at all. In fact, he does not
even make an effort to hear what is being said. He manifests blank stares as well as nervous
mannerisms and gestures. He fakes attention while thinking about un -related matters. He is too
busy in preparing what to say next. He is typically disliked or “tolerated” by most people”
2. The Marginal Speaker At this second level, the listener hears the sound and words but not
really listening. They postpone problems into the future rather than dealing with them in the
present. He is not able to recall or grasp what he has heard. He is easily distracted by their
thinking or by outside occurrences
3. The Evaluative Listener This third level takes somewhat more concentration and attention
by the listener than the first two levels. At this level the listener is actively trying to hear what the
speaker is saying but isn’t making an effort to understand the speaker’s intent. He tends to be a
more logical listener who is more concerned about the content than feelings. This type of
listener forms opinions about the speaker’s words even before the message is complete. This
obviously leads to risks of not understanding the true meaning of the message.
4. The Active Listener This is far by the highest and most effective level of listening. The active
listener does not interrupt. He is always looking for verbal or visual clues that might signify that
the other person would like to say something. When one appears, the active listener promptly
gives the floor to the other person. He listens for feelings and emotions, as well as words from
the speaker. He listens not only to what is said and how it is said, but also is perceptive of what
is not being said. Above all he is a skillful questioner.