A customer named Mr. Sunil Oberoy wants to return a pair of shoes he bought a week ago, claiming a manufacturing defect. However, the store employees, Mr. Sharma and Rahul, believe he is accusing them of selling second-quality shoes. They tried to convince him of the store's return policy but were unsuccessful. Rahul was able to get Mr. Oberoy to leave the shoes for now and said a decision would be made after consulting head office. However, Mr. Oberoy will want an answer within a couple days. Rahul is asking Mr. Khare for advice on how to proceed.

1. Case file
Dear Mr. khare,
A customer, Mr. Sunil Oberoy, wants to return a pair of
shoes he bought from his showroom a week ago. He
claims the manufacturing defect in the design. In fact
he is accusing us of selling seconds from this shop.
Mr. Sharma and I tried to convince him about our
policies, but all in vain. I have been successful in
convincing anyway to take back the shhopesand told
him that we will let him know after consulting the
head office.

3. Dear Mr. khare,
A customer, Mr. Sunil Oberoy, wants to return a pair of
shoes he bought from his showroom a week ago. He
claims the manufacturing defect in the design. In fact he
is accusing us of selling seconds from this shop. Mr.
Sharma and I tried to convince him about our policies,
but all in vain. I have been successful in convincing
anyway to take back the shhopesand told him that we will
let him know after consulting the head Office. But he will
certainly want an answer from us within a couple of days.
Please advise us s to what course of action we should take .
Regards,
Rahul

5. INTRODUCTION
“For communication to be effective,
there has to be both information and
meaning. And meaning requires
communication.”
PETER F. DRUCKER

6. TERMINOLOGIES
 Communication
 Ideation
 Encoding
 Transmission
 Receiving
 Decoding
 Feedback
 Grapevine
 Informal
communication
 Formal
communication
 Assertiveness
 Passive
 Fogging
 Negative assertion
 Negative inquiry

7. DEFINITION
The word communication is derived from
the Latin ‘communis’ which ,means
“common”
“Effective communication is purposive
symbolic interchange resulting in
workable understanding and agreement
between the sender and the receiver”
GEORGE VARDMAN

8. PURPOSE
Communication
to inform
Communication
to persuade

9. PROCESS OF
COMMUNICATION

10. Elements
 Message
 Sender
 Encoding
 channel
 Receiver
 Decoding
 Acting
 feedback

11. MODELS

32. ORGANIZATIONAL
COMMUNIATION
Communication skills constitute an important
aspect in effective management. Management
is complex process. In simple Terms, it can be
described as the organization of capital, labor,
and material to achieve production and
distribution of particular goods or service

33. IMPORTANT FUNCTION OF
THE ORGANIZATION
FORECASTING
& PLANNING
ORGANIZING
INSTRUCTING
COORDINATING
CONTROLLING

39. SOURCES OF MODERN
COMMUNICATION

41. 7 C’S OF COMMUNICATION

42. COMMUNICATION BARRIER

43. BARRIERS TO COMMUNIATION

50. IMPROVING COMMUNICATION

51. COMMUNICATION AND
NURSING

52. HOW NURSES SHOULD
COMMUNICATE IN AN
ORGANIZATION

53. COMMUNICATING WITH
DIFFICULT PEOPLE
 COMMON PROBLEMS
 EXPLODERS
 SNIPING
 COMPLAINERS
 NEGATIVE THINKERS
 UNRESPONSIVE
 SUPERAGREEABLE

54. ASSERTIVENESS FOR NURSES
 TRANSACTIONAL ANALYSIS:-
 Ego states
 Transactions
 Game playing
 Life positions
 Use of assertive techniques

55. CONFIDENTIALITY IN
COMMUNICATION
1. Attorney client privilege
2. Work-product doctrine
3. Self evaluative privilege
4. Whistle blowing
5. Waiver
6. Wrongful termination

56. SUMMARY

57. ANY QUESTIONS?

58. BIBLIOGRAPHY
Books
Goodall H.L., Sandra: Communicating in professional
contexts, edition 2002, published by Thomson Learning.
Arnold C., Underman: Interpersonal relationship, edition 2003,
published by- ELSEVIER
Ann Mariner, Guide to Nursing Management & Leadership,
edition-7th, published by MOSBY
P.D. Chaturvedi, communication skills, edition 2012,
Published By PEARSON.
Sharma K, Communication & educational technology in
Nursing, edition 2012, published by- ELSEVIER.


59.  Journal
 International journal of communication-
Special Issue on film studies &
communication- Publisher-Bahri Publication.
 Websites
 https://en.wikipedia.org/wiki/Communication
 www.skillsyouneed.com/
 study.com/academy/
 www.businessdictionary.com
 https://www.merriam-webster.com