Communication JTO

1. Presented by
S. K. Jain
D.E. (Mgmt)

2. M.Sc (Electronics), Jabalpur University
L.L.B. Jabalpur University
MBA (HR), Sikkam / Manipal, Distance
Learning
Ashoo poet
jainssanat11@gmail.com
+91 07612600371 (O)
+91 9425801003 (M)
0761-2652151 ( R)
S. K. JAIN
 Joined DOT/BSNL in the year 1983
 Working as Divisional Engineer (Mgmt)
 Experience of over 32 years in Various Areas
Areas of Work:
 A/T work under C.O. Jabalpur
 Installation work of Radio / OFC System
& laying in M.P. Circle
 Working in Trans faculty BRBRAITT
 Working in Administration faculty
 Working in Management faculty
 Guide of MBA Project work
 Ex Cultural Secretary BRBRAITT
 Ashoo POET
Trainings/Workshops attended
 Transmission
 Administration / Management
About Speaker

3. Introduction
Communication is the transfer of information
and understanding from one person to
another. It is a way of reaching others with
ideas, facts, thoughts, feelings, and values.
It always involves at least two people – a
sender and a receiver. Communication is
what the receiver understands and not what
the sender says.

4. Organizations cannot exist without
communication. If there is no communication,
employees cannot know what their coworkers are
doing, management cannot receive information
inputs, and supervisors cannot give instructions.
Coordination of work is impossible, and the
organization will collapse for lack of it.
Cooperation also becomes impossible, because
people cannot communicate their needs and
feelings to others. We can say with confidence
that every act of communication influences the
organization in some way.

5. When communication is effective, it tends to
encourage better performance and job satisfaction.
People understand their jobs better and feel more
involved in them. One of the main hindrances for
the successful performance of a group or
organization is lack of effective communication.
Because, individuals spend nearly 70% of their
working hours communicating, writing, reading,
speaking and listening. So communication skill is
one of the essential qualities required for every
individual, whether in a group, work place, family or
in any situation. It is worth remembering,
"Communication can make or break a
relationship". As such, communication skill is a
personality trait to be developed by all.

6. Definitions
Communication is the interchange of
thoughts or information to bring about
mutual understanding and confidence
of good human relations. (American
Society of Training Directors)
Communication is an exchange of.
facts, ideas, opinions or emotions by
two or more persons. (Rumania and
Summer)
Communication means Understanding

7. Essential elements
1.Message
2.Source
3.Receiver
4.Channel

8. Rule of FIVE for Effective Communication
When communicating any message, one should
ensure for effective communication that the
receiver:
1. Receives the message
2. Understands the message
3. Accepts the message
4. Uses the message and information in the
message
5. Sends feedback to the sender

9. Objectives of communication:
Communication can be used for any one
or more of the following objectives:
1. Information 2. Advice 3.Order
4. Suggestion 5.Persuasion 6.Education
7. Warning 8. Raising morale
9. Motivation

10. Media of communication:
Communication is possible through a vast
variety of media. For communication to be
effective, the communicator has to be very
careful and judicious in the choice of
media, which will depend on the factors like
the urgency of the message, the time
available, the expenditure involved and
the intellectual and emotional level of
the receiver.

11. 1.Written communication
2.Oral communication
3.Face-to-Face communication
4.Visual communication
5.Audio-visual communication
6.Silence
Media of communication:

12. Written communication
It Includes letters, circulars, memos, telegrams,
reports, minutes, forms and questionnaires,
manuals etc. Merits and limitations of written
communication.
Limitations
1.It is time consuming.
2.It is costly.
3.Quick clarification is not possible.

13. Merits
 It is accurate and precise
 It can be repeatedly referred to.
 It is a permanent record.
 It is a legal document.
 It facilitate the assignation of responsibilities.
 It has a wide access.
Written communication

14. Oral communication
face-to-face conversation, conversation over the
telephone, radio broadcasts, interviews, group
discussions, conferences and seminars, speeches
etc. Merits and limitations of oral communication are :
Limitations
1.Not suitable for lengthy messages.
2.Cannot be retained for a long time.
3.Does not have any legal validity.
4.Greater chances of misunderstanding.
5.Cannot assign specific responsibilities.

15. Merits
1.Saves time and money.
2.More powerful means of persuasion and
control.
3.Speaker gets immediate feed back.
4.Helps to promote friendly relations.
5.Useful at assemblies, meetings etc.
Oral communication

16. Face-to-Face communication
Merits
Facial expressions and gestures help to
communicate better and it is almost perfect.
Limitations
 Difficult to practice in large-sized
organizations.
 Not effective in large gatherings.
 Ineffective if the listener is inattentive.
 Particularly suitable for discussions.

17. Visual communication
Includes printed pictures, posters,
slides, film strips etc. But visual
communication alone is not enough. It
can be effectively used only in
combination with other media.

18. Audio Visual Communication
That makes use of telecasts, short films on
cinema screen and videotapes is the latest
medium of communication. It is a
combination of sight and sound and most
suitable for mass publicity and mass
education.

19. Silence
Effectively communicate a number of
responses. “Silence is more eloquent than
words”- is not a meaningless adage. Silence
can very effectively convey such responses as
disapproval, anger or indifference.

20. Principles of communication
The six principles of communication
discussed below are of fundamental
importance and relevant to all media but
they are most important to 'written
communication’.

21. (A) Clarity: -Use Simple words and concrete
expressions. Prefer active voice than passive
voice. Avoid usage of 'Jargons' and ambiguity..
Jargons refer to special language of an
organization.eg.GM, PGM, DGM,SDE, JTO, etc.
Use short sentences whether in oral or written
communication. Long sentences seem to be
complex. It is a very common trend in our
correspondences to combine two or three
sentences into a long sentence. As a convention, if
a sentence runs beyond 30 words it is better to
split into two sentences.

22. (B) Completeness:- While answering a
letter make sure that the receiver is not in any
doubt about anything contained in it. Check for
the five “W” questions- Who?, What?, Why?,
Where? and When? to ensure completeness.
(C) Conciseness:- Be as brief as
possible since brevity in expression effectively
wins the attention of the reader. Brevity
should not be at the cost of appropriateness,
clarity correctness, completeness or courtesy.
Organize well, include only relevant facts and
also avoid repetition.

23. (D) Consideration: - Show consideration to the
reader/listener. Adopt 'you' attitude than 'we'
attitude. Emphasize positive, pleasant facts.
(E) Courtesy:- Following principles help to
promote courtesy which demands a friendly
behavior towards others. Answer the letters
promptly as far as possible, omit irritating
expressions, especially personal attacks and
apologize sincerely.
(F) Correctness:- Give correct facts, send the
message at correct time and in correct style
through appropriate media -Telegram, Fax, E-
mail, Telephone etc

24. Types of communication
Downward communication refers to
exchange of ideas with subordinates and
people at lower levels.
Objectives of downward communication are:
To give specific directions to subordinates.
To explain policies and organizational procedures
To appraise the subordinates, of their performance.
To give the subordinates information about the
rationale of their job.

25. Essentials of downward communication
are:
1.Adequate information
2.Clear about how much to communicate
3.Delegation of authority to lower levels
4.Pass on to the correct person.

26. Limitations of downward
communication are:
Under communication:- Sometimes
superiors act in a presumptuous manner -
Incomplete instructions will lead to
unsatisfactory performance.
Over communication:- Too much talk by
superiors lead to leakage of confidential
information.
Delay:- By the time message reaches lowest
level it may have lost its relevance.

27. Loss of information: -When it comes to
lower levels unless fully written. Experiments
showed that only 20% of communication, sent
downwards through 5 levels of management,
finally gets to the workers level.
Distortion:- In long lines of communication,
information is not only lost but also distorted.
Resentment by subordinates:- Built in
resistance - because subordinates do not get
opportunity of participation in decision -making.

28. Upward communication
Upward communication refers to exchange of ideas
with superiors and people at higher levels . A main
objective of upward communication is feedback,
which gives employees, opportunity to vent their
problems and grievances, constructive suggestions,
easier introduction of new schemes and greater
harmony and cohesion among the personnel at
different levels. If the two way flow of information is
broken by poor upward communication, management
loses touch with employee needs and lacks sufficient
information to make sound decisions

29. Essentials of upward communication are:
1.Superiors get close to subordinates
2. Keep line of communication short
3. Prompt redress of legitimate grievance
Limitations of upward communication are:
1.Reluctance to express themselves
2. Fear of criticism as weakness
3.Great possibility of distortion.
4.Depressed superiors feel insulted

30. Horizontal communication refers to exchange of
ideas between people of same level
Grapevine communication is an informal channel of
communication
. Consensus
1. Decisions unanimous
2. Quite familiar in politics
3. It can be applied among officials also

31. Barriers to communication
1. Wrong choice of media.
2. Physical barriers - Noise, time and distance.
3. Semantic- Interpretation of words, by-passed
instructions, denotations and connotations.
4. Different comprehension of reality
Abstracting, slanting,
5.Socio-psychological barriers - Attitudes and
opinions.
6. Filtering - Sender manipulating information so
that the receiver will see it more favorably.

32. 7. Selective perception.
8. Emotions - How the receiver feels at the
time of receipt of a communication influence
how he interprets. In an emotional state of,
worry, excitement, fear etc., we will not be
able to convey or accept messages in their
real sense.
9.Language - Words mean different things to
different people depending on age, education
and culture.
10.Jargon
11.Disabilities

33. 12. Age
13.Status
14.Lack of empathy
15.Stereotyping
16.Unclear or incomplete messages
17.Distance
18.Lack of time
19.Poor spelling - inaccurate sentence
structure.

34. Semantic Barriers or Barriers of words/language
• In this kind of barriers, difficulties in communication arise because
the same word or symbols have different meanings to different
individuals.
• The mis-interpretation of the meanings causes failures.
• Age, education and cultural background are some of the obvious
variables that attack the language of a person and the definition
they give to words.
• In an organization, employees usually come from diverse
background. The employees work under different divisions, sub-
divisions, cells or sections and they create their own specialized
words or jargon of day-to-day technical and non technical
language. In large organizations, the individuals use terms and
phrases of the local language.
• The non-awareness of the proper meaning of the language or
words to the other parties causes difficulties in communication
• Example : The telephone linemen use the terms like DP, Pair, UG
cable, drop-wire, jumper , un get etc. Which may or may not
be understandable by the ordinary subscribers

35. PSYCHOLOGICAL OR EMOTIONAL BARRIERS
• Psychological or Emotional Barriers are the prime
barriers in inter-personal communication.
• The meaning of a message received by a person
depends upon the emotional or psychological status or
mood of both the parties concerned.
• As such, the receiver or the sender of the message or
both may set up the psychological barriers, the same
message when you are angry is likely to have different
meaning than when you are in a normal mood.
• Extreme emotion such as happiness or anger or sadness
or frustration etc. causes the difficulties in
communication. In such situations, we disregard our
rational and objective thinking processes and instead,
we take emotional judgments

36. SELECTIVE PERCEPTION
• People adopt to see or hear selectively based on their
needs, motivations, experience, background and other
personal characteristics.
• This is because we tend to hear or see only those
messages that conform to our beliefs, attitudes, and
judgments.
• Communications that conflict with our own view point,
are ignored normally.
• If not ignored, the other point of view might be regarded
as unfriendly or hostile. As a consequence much of the
un-favorable information does not get properly received
or recognized

37. FILTERING
• Filtering is the barrier caused by the sender of a
message who tries to manipulate the information so that
it will be seen more favorably by the receiver.
• This effect is produced when the communication passes
through a large number of person.
• Each individual through whom the information is passed
interprets facts differently, judges from his own point of
view what is important or relevant and passes it on with
his own interpretation with a result that the end receiver
gets the totally distorted message.
• This type of filtering is most common in organizations
with multiple levels of hierarchy and when a report is
sent to the superiors from the filed units.

38. Communication Skills
1.USE OF FEED BACK :-
Many communication problems can be
attributed directly to mis-understandings
and inaccuracy. These can be minimized if
one takes timely feedback in the form of
acknowledgements, responses, or replies
and reports. Feedback can be verbal as
well as non-verbal and written

39. 2 SIMPLIFICATION OF LANGUAGE:-
Since language can be barrier, the sender
should seek to structure the messages in
ways that will make them clear and
understandable. The sender should simplify
his or her language and consider audience
to whom the message is directed, so that
language will be compatible with the
receiver. Remember that effective
communication is achieved when a
message is both received and understood.

40. 3. ACTIVE LISTENING
• When someone talks , we hear. But too often we don’t
listen. Listening is an active search for meaning, whereas
hearing is passive.
• When receiver listens , both parties – sender and
receiver - starts thinking .Many of us are poor listener
because listening is difficult and because it’s usually
more satisfying to be on the offensive by talking.
• Listening often is more tiring than talking. It demands
intellectual effort.
• Unlike hearing, listening demands total concentration.
• The average person speaks at a rate of about 150 words
per minute, whereas we have the capacity to listen at
the rate of 1000 words per minute.
• The difference creates idle brain time and opportunities
for mind wandering

41. The benefits of listening to customers
• Appearing to be caring the organization
• Better understanding of customer
requirements
• Being able to react sooner to customers
concern
• Matching products and services to
customer needs.
• Making customer feel important

42. Control Emotions
• We know that emotions can severely affect
or distort the conveying of the meanings.
• If we are emotionally upset over an issue
we are likely to misconstrue incoming
messages , and we may fail to express our
outgoing messages clearly and accurately.
• The best approach is to refrain from any
further communications until your
composure is regained.

43. Overcoming barriers
• Feedback - enables communication to become a two
way process with both the sender and the receiver
trying to achieve mutual understanding
• Consider the words used - long complicated
sentences and unfamiliar words confuse people.
Communication should be clear, complete, concise,
concrete, correct and courteous.
• Use repetition - repeating messages several time
using different examples can help others to understand
the messages being sent
• Use empathy - seeing a situation from another
person's viewpoint and trying to understand others
opinions concerns and attitudes makes better
communicators

44. • Timing - poor timing can result in messages not
being received effectively
• Being positive rather than negative helps make
communication more effective - what is wanted
not what isn't wanted
• Select the best location - talk somewhere that
will encourage open communication not a noisy
shop floor or a busy office
• Check written communication for spelling
errors and ensure the sentences are clear,
concise and not ambiguous

45. The communication will be
effective if it is two ways.

46. BODY LANGUAGE
• Gestures, Postures and Facial Expressions convey more
than what you verbally convey.
• How to SOFTEN the customer with your body
language.
• Open Posture
• Forward Lean
• Touch
• Eye Contact
• Nod
• Smile
• Sell more incurring least expenditure

47. BODY LANGUAGE
Facial Expression, Body Posture, Eye
contact ,Proximity ( near ness) ,Tone
of voice ,Head Position ,Physical
touch, Physical gestures e.g. hand
and foot movement ,Appearance
,and getup e.g. clothes, hair style
etc.

48. Experts in the field of human communications
have found that,
in a typical message only about 7% of the
meaning or content is carried by the actual
words being used.
Another 38% of the message is carried by the
tone of voice (which includes pacing, timing,
pauses, accent).
The major part of 55% of the content of
message is in non-verbal form , in other words
in the form of our physical attitude going along
with our verbal message.

49. Listening
• Expressing our wants, feelings, thoughts and
opinions clearly and effectively is only half of the
communication process needed for
interpersonal effectiveness. The other half is
listening and understanding what others
communicate to us.
• "We were given two ears but only one
mouth, because listening is twice as hard
as talking."

50. Seek First to UNDERSTAND
Then to be UNDERSTOOD
You have TWO EARS
And ONE MOUTH
!