1. 70% of workplace mistakes are due to poor communication. Effective communication is needed to get work done and be successful. 2. Words account for only 7-10% of communication, while tone, pitch variation, and stress patterns account for 30-40% and body language accounts for 50%. 3. Communication is the sharing of knowledge, experiences, feelings, ideas, and innovations between people to create mutual understanding. It is a two-way process with feedback.

1. Communication Skills

2. 70 % of mistakes in the workplace are a direct
result of poor communication…..
•One way or another we fail in life because of lack of
communication or poor communication.
•Effective communication means to get the work done;
being successful in it.
•Its an art to involve the people to listen past experience.
•Human mind is very complex. They can mask the
emotions that create problems.
Hence, a clear communication through appropriate methods
of communication is a must.

3. Importance of
Words (7-10%)
Tone variation, Pitch Variationa stress
pattern /Music (30-40%)
and
Body language (50%)
in communication
- By Alber Mehrabian

4. What
is
communication ?

5. Communication =
Communication is a transfer of information
from one person to another
Communication is a sharing of knowledge,
experience, feelings, ideas and even
innovations.

6. Etymologically, the word
‘communication’ is derived from
the Latin word ‘communis,’ which
means ‘to share’.
Communication is a sharing of
information and ideas so as to
create mutual understanding
between people.

7. “Communication is the exchange of thoughts, facts, ideas,
opinions, and emotions by two or more persons.
George Terring
“Communication involves establishing oneness or
commonness with a person orc a group of persons.”
Wilbur Schramm
“Communication is the sum total of all the things one
person does when he wants to create understanding in
the mind of another. It is a bridge of meaning, It
involves a systematic and continuing process of telling,
listening and understanding.
Allen

8. “Who says, what, in what channel, to whom with what
effect?”
Harold D. Lasswell
“Communication is a transmission of information,
ideas, emotions and skills by the use of symbols,
words, pictures, figures and graphs.”
Bernard Berelson and Gray A. Steiner
“Communication is a transmission of information from
a source to a recipient.”
Theodore M. Newcomb

9. Characteristics of Communication
The analysis of the above definitions reveal
the following characteristics of
communication:
1. Communication is a two-way process.
Feedback is an essential part of
communication.
2. Communication is an ongoing process. In
the absence of communication, human
activity ceases to exist.

10. 3. The purpose of communication is to create
mutual understanding by giving
information, persuading/influencing others
and eliciting actions.
4. Communication is a dynamic process: It
incorporates the changing shape of the
participant and the environment. Moods
and thinking of the sender and the reciever
of the message influence the effectiveness
of the communication.

11. 5 Communication is a goal-oriented process:
It is effective if both the sender and
receiver are aware of the goal of
communication.
6 It is an interdisciplinary science:
Knowledge derived from different fields is
used. Example: Anthropology (study of
body language), psychology (study of
persuasion, perception and attitude),
sociology and political science (study of
voting behavior) have provided insights to
make communication effective.

12. 7 Communication consists not only of facts
but ideas and emotions too:
communication is more than mere words –
signs, symbols and gestures play
important role in communication.

13. Objectives of Communication
1. To give and receive communication
2. To provide advice
3. To provide counseling
4. To issue orders and instructions
5. To impart education and training
6. To receive suggestions
7. To persuade people
8. To issue warning and notice
9. To improve morale
10. To motivate people
11. To improve discipline
12. To improve relationship

14. Objectives of Communication
• 1. To give and receive communication
• The management uses communication to
inform the employees about the goals,
policies and rules.
• Means of information: meetings,
telephone, notices, employee handbooks,
bulletins, etc.

15. Objectives of Communication
• 2. To provide advice
• In business, supervisors advise workers
in handling machines and equipments in
factories and offices.
• Managers need specialized advice from
experts in matters like taxation, project
finance, quality control, engineering, etc.

16. Objectives of Communication
• 3. To provide counseling
• Modern business is full of stress and
strains. When an employee is facing
some personal or family problems, his
morale and efficiency decline.
• In such cases, firms and organizations
employ psychologists, doctors and
lawyers to help employees overcome
maladjustment, emotional and other
problems

17. PROCESS OF
COMMUNICATION

18. Three elements of communication:
1. Source or encoder who formulates his
ideas or thoughts or information.
2. Message or content, the idea, thought or
information to be communicated.
3. Receiver or decoder, the person who
receives the message.
Clip: communication process

19. Communication Process
•Encoding: symbolizing a message in words or
pictures
•Transmission: act of conveying the message
through some media
•Receiver: act of recognizing and accepting the
message
•Decoding: interpreting and understanding the
message
•Feedback: sending reply to the message
•Storing: recording the message for future use
•Retrieving: obtaining and recalling the stored
message

20. Model of Communication Process
1.
Sender
has idea

21. Communication Process
1.
Sender
has idea

22. Communication Process
2.
Sender
encodes
idea in
message
1.
Sender
has idea

23. Communication Process
2.
Sender
encodes
idea in
message
1.
Sender
has idea

24. Communication Process
3.
Message
travels
over
channel
2.
Sender
encodes
idea in
message
1.
Sender
has idea

25. Communication Process
2.
Sender
encodes
idea in
message
3.
Message
travels
over
channel
1.
Sender
has idea

26. Communication Process
2.
Sender
encodes
idea in
message
3.
Message
travels
over
channel
1.
Sender
has idea
4.
Receiver
decodes
message

27. Communication Process
2.
Sender
encodes
idea in
message
3.
Message
travels
over
channel
1.
Sender
has idea
4.
Receiver
decodes
message

28. Communication Process
2.
Sender
encodes
idea in
message
3.
Message
travels
over
channel
1.
Sender
has idea
4.
Receiver
decodes
message
5.
Feedback travels
to sender

29. Communication Process
2.
Sender
encodes
idea in
message
3.
Message
travels
over
channel
1.
Sender
has idea
4.
Receiver
decodes
message
5.
Feedback travels
to sender

30. Communication Process
2.
Sender
encodes
idea in
message
3.
Message
travels
over
channel
1.
Sender
has idea
4.
Receiver
decodes
message
5.
Feedback travels
to sender

31. Communication Process
2.
Sender
encodes
idea in
message
3.
Message
travels
over
channel
1.
Sender
has idea
4.
Receiver
decodes
message
6.
Possible additional
feedback to receiver
5.
Feedback travels
to sender

32. Communication Process
2.
Sender
encodes
idea in
message
3.
Message
travels
over
channel
1.
Sender
has idea
4.
Receiver
decodes
message
6.
Possible additional
feedback to receiver
5.
Feedback travels
to sender
Video: communication cycle

33. Need of Communication
1. Giant organization
2. Global business environment
3. Technological advancement
4. Growing specialization
5. Cut-throat competition
6. Timely information
7. Better human relations
8. Better public relations

34. The Communication Process
Expanded Model

35. Communication Barriers

36. Barriers of Communications
1. Physical and mechanical barriers
2. Language or semantic barriers
3. Socio-psychological barriers
4. Organizational barriers
5. Personal barriers
6. Technical barriers

37. Physical and mechanical Barriers
1. Noise
2. Distance
3. Timing
4. Information overload
5. Environment
6. Illegible handwriting( Which can not be read)
7. Deafness, blindness and dumbness
8. Smudged copies
9. Audibility
10.Poor lighting

38. Language or Semantic( meaning of the
words) Barriers
1. Different language
2. Unclear message
3. Faulty translation
4. Specialist's language( Jargon)
5. Unclarified assumptions
6. Use of words with different
meanings(Ambiguous words)

39. Socio-Psychological Barriers
1. Differences in perception
2. Differences in attitudes
3. Emotions
4. Inattention
5. Closed minds
6. Premature evaluation
7. Distrust
8. Resistance to change
9. Cultural differences

40. Organizational Barriers
1. Status relationship
2. One-way flow
3. Organization structure
4. Rules and regulations
5. Distance barriers

41. Personal Barriers
1. Attitude of superiors
2. Lack of confidence in subordinates
3. Ignoring communication
4. Filtering of information
5. Lack of time
6. Message overload

42. Distortions in Communications
• Message Encoding
– The effect of the skills, attitudes, and knowledge
of the sender on the process of encoding the
message
– The socio-cultural system of the sender
• The Message
– Symbols used to convey the message’s meaning
– The content of the message itself
– The choice of message format
– Noise interfering with the message

43. Distortions in Communications (cont’d)
• The Channel
– The sender’s choice of the appropriate channel or
multiple channels for conveying the message
• Receiver
– The effect of skills, attitudes and knowledge of the
receiver on the process of decoding the message
– The socio-cultural system of the receiver
• Feedback Loop
– Communication channel distortions affecting the
return message from receiver to sender

44. Communication Flows
Lateral
D
o
w
n
w
a
r
d
U
p
w
a
r
d

45. Direction of Communication Flow
• Downward
– Communications that flow from managers to
employees to inform, direct, coordinate, and
evaluate employees.
• Upward
– Communications that flow from employees up
to managers to keep them aware of employee
needs and how things can be improved to
create a climate of trust and respect.

46. Direction of Communication Flow (cont’d)
• Lateral (Horizontal) Communication
– Communication that takes place among
employees on the same level in the
organization to save time and facilitate
coordination.
• Diagonal Communication
– Communication that cuts across both work
areas and organizational levels in the interest
of efficiency and speed.

47. Types of Communication Networks
• Chain Network
– Communication flows according to the formal
chain of command, both upward and
downward.
• Wheel Network
– All communication flows in and out through
the group leader (hub) to others in the group.
• All-Channel Network
– Communications flow freely among all
members of the work team.

48. Three Common Communication
Networks