3. Communication is the art of transmitting
Information
Ideas
Attitudes
from one person to another. Communication
is the process of meaningful interaction.
8. Listening
Hearing
Physical process, natural,
passive
Physical process as well as
mental process, active,
learned process, a skill
Listening is hard.
Listening to others is an elegant art
Good listening reflects courtesy and good manners
Listening carefully to the instructions of superiors improve
competence and performance
The result of poor listening skill could be disastrous in
business
Good listening skill can improve social relations and conversations.
Listening is a positive activity rather than a passive or negative activi
9.
10. Verbal Messages
the word we choose
Para verbal Messages
how we say the words
Nonverbal Messages
our body movements
11. How it works
There are three
major components
in human face to face
communication
which are
Body language
Voice tonality
words
12. Types of communication
Based on the channels used for communicating,
the process of communication can be broadly classified as
Verbal communication
(oral, written, email)
Non verbal communication
(expression, expressive behavior, body language)
13. Verbal communication
Verbal communication is
further divided into written
and oral communication.
Oral: the oral communication refers to spoken words in
the communication process. Spoken conversations or
dialogs are influenced by voice modulation, pitch,
volume and even the speed and clarity of speaking.
Written: All the things which are communicated by
writing. Effectiveness of written communication
depends on the style of writing, vocabulary used,
grammar, clarity and precision of language.
14. The person who makes eye contact open
the flow of communication and convey
interest
concern
warmth
credibility
15. There are six categories of facial expressions, happiness,
sadness, anger, disgust, surprise, fear.
You have 80 muscles in the face that can create more
than 7000 facial expressions.
The facial muscles produce the varying facial expressions
that convey information about emotions, mood, and ideas.
17. If you fail to
gesture while
speaking, you
may be
perceived as
boring, stiff
and
unanimated.
18. Gestures are a form of nonverbal communication in which visible
bodily actions are used to communicate a particular messages, either
in place of speech or together and in parallel with spoken words.
Gestures include movement of the hand, face, or other parts of body.
20. Dos
Always think ahead what your going to say
Use simple words and phrases that are understand by every body
Increase your knowledge on all subjects your required to speak
Speak clearly and audibly
Check twice with the listener whether you have been understood
accurately or not
In case of interruption, always do a little recap of what has been
already said
Always pay undivided attention to the speaker while listening
While listening always make notes of important points
Always ask for clarification if you have failed to grasp other’s
point of view
Repeat what the speaker said to check whether you have
understand accurately.
21. Don’ts
Do not instantly react and mutter something in anger
Do not use technical terms and terminologies not understood by
majority of people
Do not speak too fast or too slow
Do not speak in inaudible surroundings, as you won’t be heard
Do not assume that every body understands you
While listening do not glance here and there as it might distract
the speaker
Do not interrupt the speaker
Do not jump to the conclusion that you have understood every
thing
22. It is two way
It involves active learning
It reflects the accountability of speaker
and listener
It utilizes feedback
It is free of stress
It is clear
23. 7 C’s OF
COMMUNICATION
• For Transmitting effective written & oral messages, certain principles
must be followed.
• These principles provide guidelines for choice of content & style of
presentation adapted to the purpose thereceiver of the message.
• They are also called as 7 Cs of communication. They are as follows:
• Completeness
• Concisenesss
• Clarity
• Correctness
• Concreteness
• Consideration
• Courtesy
24. COMPLETENESS
•
•
•
•
•
Every communication must be complete & adequate.
Incomplete messages keep the receiver guessing ,
create misunderstanding & delay actions
Every person should therefore be provided with all the
facts & figures.
Complete messages are more likely to bring the desired
results without the expense of additional messages.
Complete message can do a better job of building
goodwill.
25. While striving for completeness the
following guidelines should be followed :
❖Provide all the necessary information
[
❖Answer all the question asked
❖Give something extra, when desirable.
❖Message must offer complete & relevant information
in order to become effective.
26. CONCISENESS
•
•
•
In business communications, one should be brief & be
able to say whatever one has to say in fewest possible
words.
A concise message saves time & expense for both
sender & receiver.
Conciseness contributes to emphasis , by eliminating
unnecessary words.
• In order to ensure conciseness one should :
❖Avoid wordy expressions
❖Include only relevant material
❖Avoid unnecessary repetition
❖Organize your message well.
27. CLARITY
• The message must be put in simple terms to ensure clarity.
Words must mean the same thing to the receiver as they do to the sender.
• In order to ensure clarity in oral communications , you should use accurate &
familiar words with proper stresses& pauses.
• The language should consist of simple words & shortsentences.
• Thoughts should be clear & well organized Construct
effective sentences & paragraphs.
28. CORRECTNESS
• The term Correctness means right level of language and accuracy of facts,
figures & words.
• If the information is not correctly conveyed, the sender will lose credibility.
• Transmission of incorrect information to outsiders spoils the public image of
the firm.
• To convey correct messages, grammatical errors should beavoided. Thus it
should be ensured that correct facts in correct language should be transmitted.
• All messages must be transmitted & responded to at themost appropriate
time. Outdated information is useless.
29. CONCRETENESS
•
•
•
•
It is an essential requirement of effective
communication.
It means being specific, definite, & vivid rather than
vague.
In oral communication precise words are chosen to
convey the correct message & support it by relevant
facts & figures.
Concrete expressions , specific facts& figures should be
used.
30. CONSIDERATION
•
•
•
•
•
•
•
It means preparing the message with the receiver in
mind.
In order to communicate effectively, the sender should
think & look from the receiver's angle.
The sender should understand & focus on the needs of
the receiver i.e. the socio- psychological background of
the receiver must be understood.
Focus on ‘YOU’ instead of ‘I’.
Show audience benefit or interest in the receiver.
Show EMPHATY.
Avoid using negative words as much as possible.
31. COURTESY
•
•
•
•
•
Courtesy stems from a sincere ‘YOU’ attitude.
It is merely politeness with mechanical insertions of
“PLEASE”, & “THANK YOU”, rather it is
politeness that grows out of respect & concern for
others.
In business discussions the things are said with
force & assertiveness without being rude.
It is necessary that you respect the other person by
listening to him patiently.
Politeness begets politeness & encourage
participative communication.
32. •
•
•
•
•
The Following Guidelines Should Be Observed To Ensure
Courtesy:
Thank generously for a favour. When some one does a
favour. Acknowledge it promptly .
Apologize for an omission. If a mistake has been
committed, regrets should be expressed promptly &
sincerely.
Avoid irritating expressions. Word s& expressions
having negative connotation should not be used in the
message.
Use non discriminatory expressions that reflect equal
treatment of people regardless of gender, race, physical
feature.
34. DEFINITION OF COMMUNICATION
BARRIERS
Aspects of or conditions in a workplace that interfere with
effective exchange of ideas or thoughts. Such barriers include
(1) status differences
(2) gender differences
(3) cultural differences
(4) prejudices
(5) the organizational environment
35. BARRIERS TO EFFECTIVE
COMMUNICATION
• PYHISICAL BARRIERS
• ORGANISATIONAL BARRIERS
• CULTURAL BARRIERS
• LANGUAGE BARRIERS
• CHANNEL BARRIERS
• INTERPERSONAL BARRIERS
• INDIVIDUAL BARRIERS
• ATTITUDINAL BARRIERS
• LISTENING BARRIERS
• BARRIERS WHILE SPEAKING
36. PHYSICAL BARRIERS
• Physical barriers are often due to the nature of the environment.
• Physical Organizational Barrier includes internal and external
environment like :
– large working areas physically separated from others
– poor lighting
– staff shortage
– outdated equipments
– background noise
37. ORGANIZATIONAL BARRIERS
• Poor organizational culture, climate
• Stringent rules and regulations
• Status and relationship
• Complexity
• Inadequate facilities/ opportunities of growth and improvement
38. CULTURAL BARRIERS
• Age and gender
• Education and cultural background
• Social status and economic position
• Temperament
• Health and beauty
• Popularity
• Religion
• Political belief
• Ethics, values, motives
• Assumptions
• Aspirations
• Rules and regulations,
• Standards and priorities
39. LANGUAGE BARRIERS
• Different languages, vocabulary, accents, dialects represent
national/ regional barriers.
• Semantic gaps are words having similar pronunciation but multiple
meanings.
• Badly expressed message, wrong interpretation and unqualified
assumptions.
• The use of difficult or inappropriate words/ poorly explained or
misunderstood messages can result in confusion.
40. CHANNEL BARRIERS
• If the length of the communication is long, or the medium
selected
is inappropriate, the communication might break up
• It can also be a result of the inter-personal conflicts between
the sender and receiver
• Lack of interest to communicate
• Information sharing or access problems which can hamper
the channel and affect the clarity, accuracy and
effectiveness.
41. INTERPERSONAL BARRIERS
• Lack of Trust
• Lack of Knowledge of non-verbal communication
• Wish to capture authority
• Fear of losing power of control
• Lack of Motivation
• Lack of co-operation, fear of penalty and poor
relationship
42. INDIVIDUAL BARRIERS
• Individual's perceptual and personal discomfort.
• Two individuals’ mental perception may/may not be
identical
• Style
• Selective perception
• Halo effect
• Poor attention and retention
• Defensiveness
• Close mindedness
• Insufficient filtration
43. ATTITUDINAL BARRIERS
• It comes about as a result of problems with staff in the organization.
• Limitation in physical and mental ability, intelligence,
understanding, pre-conceived notions, and distrusted source divides
the attention and create a mechanical barrier which affects the
attitude and opinion.
44. LISTENING BARRIERS
• Interrupting the speaker
• Not maintaining eye contact with the speaker
• Rushing the speaker to complete what he/she has to say
• Making the speaker feel as though he/she is wasting the
listener's time
• Being distracted by something that is not part of the on-
going communication
• Getting ahead of the speaker and completing his/her
thoughts
• Ignoring the speaker's requests
• Asking too many questions, for the sake of probing
45. BARRIERS WHILE SPEAKING
• Unclear messages
• Lack of consistency in the communication
process
• Incomplete sentences
• Not understanding the receiver
• Not seeking clarifications while
communicating
