bca unit 2 about trasactions and comunication

1. Communication

2. TRANSACTION ANALYSIS
 Parallel transaction
 Crossed transaction
 Ulterior transaction

3. Unit- 1
 Meaning of Communication
 Origin from the word- communicare (to share, to
have in common)
 Exchange of ideas ,opinions and information, facts
and understanding from one person to another.
 Not only that we humans communicate. All species
communicate in their own way. However ,
successful communication is the trait that has been
made humans the most successful species.

4.  Communication is actually getting the desired
response.
 Intentions and outcomes are the two most important
facets of the process of communication
 (there must be a proper synchronization between the
two to get the desired results)

5. Evolution
 Smoke signals
 Pigeon as carrier
 Telegraph
 Landlines
 Mobiles
 internet

6. Definition
 Communication is a process of passing
information and understanding from one
person to another.

7. PYRAMID OF COMMUNICATION
SOCIETAL
INSTITUTIONAL
GROUP
INTERPERSONAL
INTRA PERSONAL

8. Characteristics of communication
 Two way process (Involves plurality of persons).
 Pervasive function
 Two people
 Different forms of communication
 It is an unavoidable process
 Encompasses message
 Facilitates controlling function
 Conflict resolution
 Improves external relations
 Establishes team spirit

9. Significance or Need
 “Communication is the cement that makes organizations .”
- Nobert Winner
 The manager has a specific tool :information. He does not
handle people ,he motivates, guides ,organizes people to do
their own work. His tool, his only tool-to do all this is the
spoken or written word or the language.”
-Peter F.Drucker

10. Communication-life blood of
business
 Needed for Planning-
(exact , accurate and timely information is
needed.)
 Decision making-
(choice of the best alternative among many)

11.  Needed for control
(performance appraisal is an example to it)
 For coordination
(with the help of communication in all directions)
 Giant and global organizations
 Conflict resolution
(as human resource is the most difficult to
manage)

12.  Corporate dynamism
(rapid changes are there)
 Timely information

13. Purpose /objectives of communication:
 To share the information
 To communicate the goals and objectives
 To issue orders and instructions
 To counsel
 To advice
 To motivate the employees
 For quick implementation of ideas

14. Feedback:-
 The response of the reciever to the message sent
by the sender is called feedback.
 Used to provide the information about the work to
be done
 Helps in evaluating the accuracy of particular
communication.
 Helps in giving the incentives and punishments.

15. Various kinds of feedback:
 Self feedback (like understanding the
mispronunciation etc)
 Listener’s feedback( in the form of queries or non-
agreement or various other gestures.)
 Positive feedback
 Negative feedback

16. Importance of feedback:-
 Confirmation about the transmission of message
 Finding out the solutions to the problems
 Dynamic environment ( for the identification of change
required)
 Better understanding (develops mutual trust and
cooperation)
 Better planning (by knowing the performance of
employees the further plans can be set ahead)

17.  Psychological or mental satisfaction (of the
employees)
 Higher level of efficiency
 Development of the capacities

18. Process of Communication
 Sender
 Encoding
 Medium
 Transmission
 Receiver
 Decoding
 Feedback

19. Three basis of types of communication:-
 Channel or network
- Formal and Informal
 Direction of message
- Downward
- Upward
- Lateral/horizontal/sideward
- Diagonal
 Method of expression
- Verbal and Non -Verbal

20. On the basis of channel or network:
 Formal communication:-
 Refers to interchange of information officially.
 Communication b/w two positions
 Pre-defined in the organization structure
 Carried out b/w employees while carrying out
their responsibilities and duties
 Information flows according to the set norms
 Usually in the written form
(Say- through the bulletins and reports of the org.)

21. Advantages of formal comm.:-
 Source of inf.can be located
 Genuine information
 Assigning responsibility (as the source can be easily
identified)
 Systematic and logical order
 Control (for the feedback)
 Orderly and systematic(does not lead to rumours)

22. DISADVANTAGES
 Wastage of time(over burden)
 Inflexibility
 Delay in decision making
 Slow moving
 Distortion of information(sometimes the distance
between the sender and the receiver is so big that the
information has to pass through many hands and by
the time it reaches the receiver it gets distorted)

23. •Informal Communication arises out of al those channels of
communication that fall outside the formal channels, it is also known as
grapevine communication network.
•Built around the social relationships of members of the organization.
•Informal communication does not flow lines of authority as is the case
of formal communication.
•It arises due to the personal needs of the members of n organization.
•At times, in informal communication, it is difficult to fix responsibility
about accuracy of information. Such communication is usually oral and
may be covered even by simple glance, gesture or smile or silence.
DISADVANTAGES OF INFORMAL COMMUNICATION:
The informal channels of communication may transmit completely imprecise
information that may harm rather than help an organization. Informal
communication contains facts, deceptions, rumors and unclear data.

24. ADVANTAGES
 Social satisfaction of employees
 Travels faster
 Alternative system(in case of urgency)
 For effective co-ordination(by sharing grievances)
 Instant feedback
 Emotional relief
 economical

25. Disadvantages :-
 Distortion of information
 Incomplete information
 No authentic source of information
 Responsibility can’t be fixed
 Unreliable ( anything which is unofficial remains
doubtful)
 Creates trouble
 leakage

26. Formal & informal communication
Formal
communication
 It is an authorized way of
communication &
provides authentic
information. The
messages are
communicated through
scalar chain.
Informal
communication
 Informal communication
satisfies the need of
employees to have
friendly relations with
their colleagues. It is
unavoidable & it might be
in a form of humors,
private talks, gossips etc.

28. What is Grapevine and
what is its role in the
Communication
Network?
An organization is a composite of several individuals working together
towards its growth. They are constantly interacting with each other and
with people outside the company.
Informal communication in an organization usually flows through
Grapevine and Rumor. Ideally, the network of formal communication may
be adequate to meet the needs of exchanging information within an
organization, but in reality, this is seldom true. Employees in an
organization feel inadequately informed in a formal system. They often feel
that the management uses formal channels to conceal information rather
than reveal the real messages to them. The employees, therefore, modify the
formal methods of communication by bringing in an informal
communication system, known as “grapevine.”

29. A
B
C
D
E
A
I
B
C
D
E
F
G
H
A
B
C
D
E
F
G
H
I
A
B
D
E
I
C
F
G
H

30. On the basis of “Direction”
 1. Downward communication
- to tell what to do and how to do? (i.e. give the
instructions)
- to explain the things
- to control
- to train the employees
- to motivate the employees

31. How ?
 Handbooks and pamphlets :
- during the introduction or orientation program
, these are given to the new comers .
 Posters and bulletins:
 House journals (contains new products , policies
)
 Training
 circulars

32. Why? (merits)
 To communicate the goals , objectives of the
organization to the subordinates
 To communicate the plans and policies i.e. how to
accomplish those objectives.
 To explain the authority and responsibility of the
employees i.e. what is expected of them.
 Job satisfaction (on their better performances )

33. Demerits :
 Distortion of message ( in case of large organizations
)
 Incomplete message/information( that leads to
inefficiency)
 Time consuming ( in case of many levels in
organizational hierarchy)
 Filtration of information

34. Upward communication:
 The way of communicating the information or idea
from subordinates to superiors
 Meant for seeking the clarifications , clarifying
doubts ,sharing work experience , suggestions etc.
 Very important for getting the feedback.

35. How? Ways of communication:
 Suggestion system ( complaint or suggestion boxes
are kept at the convenient places )
 Counseling ( in some org. workers are encouraged to
seek counseling from their superiors to further help
them to utilize their potential efficiently)
 Grievance procedure ( say unions solve their
grievances through this procedure)

36.  Open door policy( managers’ doors are open for the
workers or employees for their problems and
complaints)
 Questionnaire (to locate the problems of the
employees)
 Periodical meetings (informal gatherings at the
regular interval)
 Ombudsperson ( complaint officer in the absence of
trade unions)

37. Merits:
 Correct feedback
 Innovative ideas
 Better relations
 Overcomes resistance to change
 Increased motivation

38. Demerits:
 Filtration of information
 Fears and apprehensions
 Time consuming
 Inattention by the subordinates

39. Horizontal /lateral/Sideward
Communication:
 Transmission of message at the same level and status
 Useful for achieving coordination
 Type of informal communication
 By telephone calls and letters
 Communication within a team Is an example of this
category of communication(members co-ordinate
task , work together , and resolve conflicts)

40. Objectives :
 To coordinate various individuals and departments
 To solve the problems which involve the efforts of
various specialists
 To exchange the information among various
departments
 To promote social relations
 It can be both- oral and written

41. Merits :
 Speedy flow of info
 Facilitates problem solving and
coordination(through meetings, discussions, f2f
comm)
 Develops mutual trust and confidence
 Strengthening group efforts
 Relieves top managers comparatively from problem
solving

42. Demerits:
 Rivaling attitude(since it occurs between
people of same rank , there may exist a sense
of rivalry among them, so no spontaneous
flow of information. )
 Sometimes people conceal their information
to deprive someone from real news.

43.  Personal likes and dislikes(towards
particular person) also obstruct the
free flow of information
 Difference in perceptions may lead to
inter-dept. conflicts
 Discouraging attitude of
mgmt(thinking that people will
become friendly and affect work n be a
threat to mgmt)

44. Diagonal communication:
 Comm. b/w employees at different departments and
at different positions
 When information flow is neither horizontal nor
vertical.
 Helps in increasing the efficiency of organizational
activities.
 Ensures cordial relationships
 But, it departs from the normal chain of command.

45. UPWARD COMMUNICATION
Counseling
Reports
Open door policy
Complaint & suggestion box
LATERAL COMMUNICATI
Co-ordination
Internal
Common understanding
Mostly informal
DOWNWARD COMMUNICATION
Written orders
Bulletin boards
Company magazine
Financial report to employees
DIAGONAL
COMMUNICATI
ON
Transfer of
information to
people who are
not in same
department nor
same level.

46. On basis of media of expression
Verbal communication
Verbal communication is the use of sounds
and words to express yourself, specially in
contrast to using gestures or
mannerisms(habitual gesture or way of
speaking)
Types
Oral and written.

47. Oral communication
 Process of expressing information or ideas by word
of mouth.
 Face to face discussion, speeches, television,
radio, telephone
Merits
 Saves time
 Instant feedback
 Cheaper
 Flexible
 Effective for all

48. demerits
 Absence of permanent record
 No legal validity
 Distortion of meaning

49. Written communication
 It involves any type of message that makes use of the
written word
Ex. Memos, reports , letters , mails
Merits
 Authoritative document
 Permanent record
 Effective control

50. demerits
 Lacks personal touch
 Unsuitable for illiterate people
 Takes time
 Can be expensive
 others

51. Effective communication
 Two way communication
 Transfer of message with transmission of
understanding
 Creation of desired impact on the other person
 Correct and free from errors
 Complete in all respects so that readers queries are
answered.

52. Effective communication
 Completeness
 Consideration
 Clarity
 Concreteness
 Courtesy
 Correctness
 Conciseness

53. B A R R I E R S M E A N S H U R D L E S / H I N D R A N C E S
O R O B S T A C L E S W H I C H A F F E C T / H A M P E R
T H E F R E E F L O W O F C O M M U N I C A T I O N
Barriers of communication

54. Types of communication barriers
 Semantic barriers (concerned to the language)
 Socio-psychological barriers (concerned to the
societal factors and other psychological factors)
 Personal barriers (concerned to the person’s
individual thoughts, may be a part of psychological
barriers)
 Physical and mechanical barriers
 Organizational barriers

55. 1.Semantic barriers
 Semantic is the “science of meaning”
 The branch that deals with linguistics and meanings
 These arise from the use of language-oral or written.
 Rightly said-
 “As thinking can corrupt the language ,the language
can also corrupt the thinking”

56. Types of semantic barriers:-
Poor Vocabulary(lack of knowledge
about words and their meanings,
can be overcome by studying more)
Jargon- specific or technical
language
Different languages

57.  Unclarified Assumptions (due to the assumptions of
sender)
 Words with different meanings/variety of
meanings:( the word ‘charge’ has around 15
meanings)
 Badly expressed message( lack of clarity, precision,
wrong dictation, poor sentence construction etc)
 Body language and gestures: (when verbal and non-
verbal communication don’t go in matching)

58. 2.Physical barriers
 Physical barrier is the environmental and natural
condition that act as a barrier in communication in
sending message from sender to receiver.

59. Physical and mechanical barriers:types
 Noise
Types of noise:
 Environmental noise-(to cold or too hot weather,
body odor etc )
 Physical noises-(loud speakers ,gossips etc)
 Psychological noises-(ego clash, preoccupied
thoughts ,fatigue ,anxiety etc)
 Semantic noise-(use of technical language , jargons
which makes difficult for receiver to decode the
message)

60. 2.Distance : between the sender and receiver
3.Time : Information is always ‘time bound’.
Information late is always obsolete.
4.Information Overload: leads to errors in
implementation of information.
5.Faulty Equipments : say-low ink in fax machine
,distractions at phone

61. 3.Organizational barriers :
 Which arise due to the structure of organization, its
culture and its peculiar style of working .
 Types of organizational barriers:
1.Status Relationship-
(due to the various levels in the organization)
(status refers to the regard and attitude displayed
and held towards a position by the members of
organization.)

62. 2. Rules and regulations :-
(may lead to the delay in action or reluctance in the
convey of message)
3. Complex organizational structure :-
( Like- long communication lines
several layers of supervision
co-existence of specialists )

63.  Superior-sub-ordinate relationship-
 (in case there is a lack of cordial relationship b/w
bosses and employees ,then there may be a fear
among employees to be the victims of boss’ anger
and the employers think that the workers may raise
their voices high.)

64. 4.Personal barriers
…which arise due to the personal traits of either the
sender or receiver.
1.lack of confidence in subordinates
2.Ignoring communication
4.Emotional conflicts (say, being over emotional)
5.Poor listening
6.Poor retention
7.Halo effect

65. 5.Psychological Barriers
 These barriers arise from motives ,
emotions, social values, different
perceptions , etc.
 These create psychological distance, cause
misunderstanding among people at work
and hinder the communication process.
 Examples:
 Premature evaluation

66. Many people think that
communicating is easy.
It is after all something we've
done all our lives.
There is some truth in this
simplistic view.
Communicating is
straightforward.
What makes it complex,
difficult, and frustrating are the
barriers we put in the way.
Here are the 7 top barriers.

68. How to overcome these barriers?
1.Two way communication
2.Make best use of body language
3.Improved relationship
(mutual trust among employers and employees)
4.Timely information (MIS may be used by the mgmt)

69. 5. Clarity of message
(no ambiguity ,language should be clear and simple)
6.Dynamism
(there must be flexibility to adapt to certain sudden or
drastic changes)
7.Consistency of message
(consistent with the rules , objectives ,policies and
programmes of the org.)

70. 8.Feedback-(must be taken regularly ,even the non
verbal communication must be taken into
consideration)
9.Empathetic listening-(to avoid premature evaluation

71. Self development
 Personal development covers activities
that improve awareness and identity,
develop talents and potential, build human
capital and facilitate employability,
enhance the quality of life and contribute
to the realization of dreams and
aspirations.
 Personal development takes place over the
course of a person's entire life

72.  The process by which a person’s
character or abilities are gradually
developed
 Communicating to oneself- “I love myself”

73. COMMUNICATION SKILLS
Communication skills is the ability
to use language (receptive) and
express (expressive)information.
Effective communication skills are
a critical element in our career and
personal lives.

74. These include…
Oral communication skills
Presenting in a summarized way
Audience analysis
Familiar language
Be time-bound
be interactive

75. Listening skills
Free from presumptions and pre-
perceived ideas
Avoid external distractions
Smiling face
Being patient
To void premature evaluation

76. Writing skills
Decide the purpose of writing
Avoid use of jargons
Be concrete
Be grammatically correct
Collecting relevant material from
different sources

77. Body language skills
 Maintaining eye contact with the
audience or speaker
 Varying the pitch of voice with the
emotional contents of the message
 Keeping the smiling face
 Stiff body(not lean body gesture)

78. Reading skills
 There are certain things one cannot learn through
personal experience or observation but one can have
insight into them by looking into to experiences of
the others.
 Eg. Business executives generally prefer newspapers
, magazines and journals to grasp the information.

79. Electronic communication skills
Handling emails
Handling various social media
platforms
Digital marketing

80. Interpersonal skills
 Being empathetic
 Negotiation
 Problem solving
 Decision making
 Speaking on the phone
 Chatting with friends at a party