communication ppt_104955.pptx

• Communication is a dynamic (constant change)
process that takes place around us all the time.
• In fact we spend 70% of our time receiving and
sending messages.

• Communication word derived from
• Latin - commūnicāre,
• meaning "to share"

• It is exchange
feelings, thoughts,
is vital
of ideas, fact,
opinions and
in
information
facilitating
which
human interaction
through (written or spoken) words,
symbols or actions.

• Communication is simply
the act of transferring
information from one
one
place to another/
person to another
person.

• It is imparting or exchanging of information by
speaking, writing, or using some other medium.

• Communication is a process in which a message is
transferred from one person to other person through a
suitable media and the intended message is received
and understood by the receiver.

• “A process by which two or more people exchange
ideas, facts, feelings or impressions in ways that each
gains a ‘common understanding’ of meaning, intent
and use of message”
- Paul Leagens.

• “Communication is a two way process of sharing and
transmitting ideas, information and message between
two or more individuals.”

IMPORTANCE OF COMMUNICATION:
• Promotes motivation
• Source of information
• Helps in socializing
• Altering individual’s attitudes
• Controlling process

• Extrapersonal communication
• Interpersonal communication
• Intrapersonal communication
• Organizational communication
• Mass communication
1
2
3
4
5

Extrapersonal Communication:
• Communication is a process that takes place with
human entities and non-human entities as well.
• When communication is done with non-human entities
it is called to be extra personal communication.

• The perfect coordination and understanding
between human and non—human entities results to
extra personal communication.
• In this communication one participant of the
communication process uses sign language and the
other is verbal.

• For example, the bark of a pet dog when something
happens to the master, wagging of the tail when
master shows bone to the pet dog, licking of cheek at
the returning of master from the work field, chirping of
birds when a stranger is at the door, Parrot calling the
name of the master in the morning, etc

Interpersonal Communication:
• It involves two parties-a sender and a receiver who
use common language to transit message either
through oral communication or written
communication.

lntrapersonal Communication:
• Intrapersonal communication is all about talking to
ourselves.

• Prefix ‘intra’ means
‘within’ hence
intrapersonal
communication is ‘self
talk’.

Organizational Communication:
• In a team-based business organization,
communication becomes its lifeblood where people
communicate with one another.

• The flow of communication inside an organization
may filter in up, down and horizontal directions.

• Besides internal communication companies
depend on external communication also.
• Companies exchange messages with
outside the
people
organization through external
communication.

Mass Communication:
• Newspapers, magazines and periodicals, the means
of mass communication are frequently used for oral or
written communication.

• Besides, technologies such as the internet,
e-mail, voicemail, faxes, audiotape,
teleconferencing, videoconferencing and
closed
options
circuit
for
televisions
internal
have increased
and external
communication.
• These fast means help people
parts of the world to work together.
from all

› Source idea
› Message
› Encoding
› Channel
› Receiver
› Decoding
› Feedback
ELEMENTS:
› There are seven elements of communication:

› The Source idea is the process by which one
formulates an idea to communicate to another
party.
› This process can be influenced by external
stimuli such as books or radio, or it can come
about internally by thinking about a particular
subject.
› The source idea is the basis for the
communication.
1. Source idea:

› The Message is what will be communicated to
another party.
› It is based on the source idea, but the message is
crafted to meet the needs of the audience.
› For example, if the message is between two
friends, the message will take a different form than
if communicating with a superior.
2. Message:

› Encoding is how the message is transmitted to
another party.
› The medium of transmission will determine the
form of the communication.
› For example, the message will take a different form if
the communication will be spoken or written.
3. Encoding:

› The Channel is the medium of the communication.
› The channel must be able to transmit the message
from one party to another without changing the
content of the message.
› The channel can be a piece of paper, a
communications medium such as radio, or it can be an
email.
› The channel is the path of the communication from
sender to receiver.
4. Channel:

› The Receiver is the party receiving the
communication.
› A receiver can be a television set, a computer, or a
piece of paper depending on the channel used for
the communication.
5. Receiver:

› Decoding is the process where the message is
interpreted for its content.
› It also means the receiver thinks about the
message's content and internalizes the message.
6. Decoding:

› Feedback is the final step in the communications
process.
› This step conveys to the transmitter that the
message is understood by the receiver.
› The receiver formats an appropriate reply to the
first communication based on the channel and
sends it to the transmitter of the original message.
7. Feedback:

CHARACTERISTICS
OF
COMMUNICATION

Ideation:
The first step, ideation, begins when the sender decides
to share the content of her message with someone, senses
a need to communicate, develops an idea or selects
information to share. The purpose of communication may
be inform, persuade, command, inquire or entertain.

Encoding:
Encoding is the second step, involves putting meaning
into symbolic forms. Speaking, writing or non-verbal
behavior. One‘s personal, cultural and professional biases
affect the goals and encoding process. Use of clearly
understood symbols and communication of all the
receiver needs to know are important.

Transmission:
The third step, transmission of the message, must
overcome interference such as garbled speech,
unintelligible use of words, long complex sentences, and
distortion from recording devices, noise and illegible
handwriting.

Receiving:
The receiver‘s senses of seeing and hearing are activated as the
transmitted message is received. People tend to have selective
attention (hear the message of interest to them but not others) and
selective perception (hear the parts of the message that conform
with what they want to hear) that cause incomplete and distorted
interpretation of the communication. Sometimes people tune out
the message because they anticipate the content and think they
know what is going to be said. The receiver may preoccupied
with other activities and consequently not be ready to listen.

Decoding:
Decoding of the message by the receiver is the critical
fifth step. Written messages allow more time for
decoding, as the receiver assesses the explicit meaning
and implications of the message based on what the
symbols mean to her. The communication process is
depend on the receiver‘s understanding of the
information.

Response or feedback:
It is the final step. It is important for the manager or
sender to know that the message has been received and
accurately interpreted.

• Communication should be conviction.
• Communication should be appropriate to situation.
• Communication should have objective and purposes.
• Communication should promote total achievement of
purposes.
• Communication should be familiar.

• Communication should represent the personality and
individuality of the communication.
• Communication involves special preparation.
• Communication should be oriented to the interest and
needs of the receiver.
• Communication through personal contact.
• Communication should seek attention.

› The flow of communication is one way from the
communicator to the audience.
1. One-way communication:

› Drawbacks are:
› Knowledge is imposed.
› Learning is authoritative.
› Little audience participation.
› No feedback.
› Does not influence human behavior.

› In this both the communicators and the audience
take place.
› The process of communication is active and
democratic.
› It is more likely to influence behaviour than one way
communication.
2. Two way communication:

channels of
is delayed
–It is officially organized
communication and it
communication.
–It is authoritative, specific, accurate and reaches
everybody.
–The medium of formal communication may be
department meeting, conferences, telephone
calls, interviews, circular etc.
3. Formal communication:

› Gossip circles such as friends internet group, like
minded people and casual groups.
› Communication is very faster here.
› The informal channels may be more active.
› It may be a fact but more in native of rumour. It
does not reach every one informal communications
are quite fast and spontaneous.
4. Informal network:

› It is a stimulus received by the body immediately
the brain receives the information and transmits to
the respective organs through the nervous, where it
has to be passed.
5. Physiological communication:

› Extra sensory perception occurs, i.e something
which will occur in future.
› The person pertains and predicts that in advance
is called psychic communication.
6. Psychic communication:

› Person to person the message will be passed line a
chain.
› Sender passes the message to one person, then
that receiver passes information to other and so on.
7. Serial communication:

› Good communication requires awareness of
symbolic communication, the verbal and nonverbal
symbolism used by others to convey meaning.
8. Symbolic communication:

› The visual form of communication comprise charts
and graphs, pictograms, tables, maps, posters etc.
9. Visual communication:

› The traditional way of communication has been by word
of mouth language is the chief vehicle of communication.
› Through it, one can interact with other can be passes
through.
› Direct verbal communication by word of mouth may be
loaded with hidden meanings.
› The important aspects if verbal communications are as
follows.
10. VERBAL COMMUNICATION:

› Communication can occur even without word.
› Non-verbal communication is message
transmission through body language without using
words.
› It includes bodily movements, positive, facial
expression.
› Silence is non verbal communication
11. NON VERBAL COMMUNICATION:

› By using mechanical devices the communication
will be sent.
› For e.g. internet, radio, T.V. etc.
12. MECHANICAL COMMUNICATION:

ADVANTAGES OF COMMUNICATION:
Oral communication:
• It is face to face system and hence can be clarified.
• There is an opportunity to ask questions, exchange
ideas and clarify meaning.
• It can develop a friendly and co-operative spirit.
• It is easy and quick.
• It is flexible and hence effective.

Written communication:
• It has permanent record for future reference.
• It is less likely to be misunderstood.
• It will have adequate coverage and accuracy.
• Suitable for communicating lengthy messages.
• It is an authoritative communication.

DISADVANTAGES OF COMMUNICATION:
Oral communication:
• The spoken words may be misunderstood.
• The facial expression and tone of voice of the
communicator may misled the receiver.
• Not suitable for lengthy communication.
• It requires the art of effective specificity
• It has no record for future reference.

Written communication:
• It requires skill and education for understanding.
• It is also one way communication and hence may not
be effective.
• There is no opportunity for the subordinates to ask
questions and exchange ideas.
• It may not communicate all aspects.

› Listening
› Broad openings
› Restating
› Clarification
› Reflection
› Focusing
› Sharing perceptions
› Silence
› Humour
› Informing
› Suggesting

› An active process of receiving information.
› The complete attention of the nurse is required
and there should be no preoccupation with
oneself.
1. Listening:

› Listening is a sign of respect for the person who is
talking and a powerful reinforce of relationships.
› It allows the patients to talk more, without which the
relationship cannot progress.

› These encourage the patient to select topics for
discussion, and indicate that nurse is there,
listening to him and following him.
› For e.g. questions such as what shall we discuss
today? ―can you tell me more about that‖? ―And
then what happened?‖
› From the part of the nurse encourages the patient
to talk.
2. Broad openings:

› The nurse repeats to the patient the main thought
he has expressed.
› It indicates that the nurses is listening.
› It also brings attention to something important.
3. Restating:

› The person‘s verbalization, especially when he is
disturbed or feeling deeply, is not always clear.
› The patients remarks may be confused, incomplete
or disordered due to their illness.
› So, the nurses need to clarify the feelings and ideas
expressed by the patients.
4. Clarification:

› The nurses need to provide correlation between the
patient‘s feeling and action.
› For example ―I am not sure what you mean ―?
―Could you tell me once again?‖ clarifies the
unintelligible ideas of the patients.

› This means directing back to the patient his ideas,
feeling, questions and content.
› Reflection of content is also called validation.
› Reflection of feeling consists of responses to the
patient‘s feeling about the content.
5. Reflection:

› It means expanding the discussion on a topic of
importance.
› It helps the patient to become more specific, move
from vagueness to clarity and focus on reality.
6. Focusing:

› These are the techniques of asking the patient to
verify the nurse understands of what he is thinking
or feeling.
› For e.g. the nurse could ask the patient, as ―you
are smiling, but I sense that you are really very
angry with me‖.
7. Sharing perceptions:

› This involves identifying the underlying issues or
problem experienced by the patient that emerges
repeatedly during the course of the nurse-patient
interaction.
› Once we identify the basis themes, it becomes easy
to decide which of the patient‘s feeling and thoughts
to respond and pursue.
8. Theme identification:

› This is lack of verbal communication for a
therapeutic reason.
› Then the nurse‘s silence prompts patient to talk.
› For e.g. just sitting with a patient without talking,
non verbally communicates our interest in the
patient better.
9. Silence:

› This is the discharge of energy through the comic
enjoyment of the imperfect.
› It is a part of nurse client relationship.
› It is constructive coping behavior, and by learning to
express humor, a patient learns to express how he
feel.
10. Humor:

› This is the skill of giving information.
› The nurse shares simple facts with the patient.
11. Informing:

› This is the presentation of alternative ideas
related to problem solving.
› It is the most useful communication technique when
the patient has analyzed his problem area, and is
ready to explore alternative coping mechanisms.
› At that time suggesting technique increase the
patient‘s choices.
12. Suggesting:

The two main ways it is used in communication are:
• verbal,
• non-verbal

• Both spoken (type words and tone of voice,
speed),
• written (words and the meaning they convey),
• timing
• and clarity of the message.
Verbal communication

› body language,
› facial expressions,
› posture,
› gait (manner of walk)
› gestures,
› nods, etc.
Non-verbal communication

• Effective communication involves either a personal
(face to face) communication or some means of an
encounter that requires the following four necessary
components:
• a sender,
• a message,
• a receiver
• and a response.

› Sender may one, two or a group of people with a
message to send/convey and a system of sign(s) or
symbol(s) (code, i.e. – language, etc.) to use in
transmission/sending (encoding) it.
Sender

• Message (from sender) and (from receiver) =
contents or meaning, language (words arrangement
and use) and the tone which the message is meant
to convey.
Message

• Receiver is the recipient/listener of the message
decodes (i.e. – relates to or understands message)
and returns communication.
Receiver

› Response is the message or feedback (non-verbal
cues, i.e. winks, nods, etc.) that the receiver sends
back to the sender.
Response

Think before you speak:
Think about the purpose of your communication. What do you
hope to accomplish with your words or actions? Are your
comments about something you are responsible for doing,
such as parenting or managing someone or about an activity
you are doing together with the other person? Or, is it an
opinion about something that is not your business, maybe
even something that the other person has already asked you
to stop discussing? "Before you speak, ask yourself: Is it kind?
Is it necessary? Is it true? Does it improve on the silence?" .
Also, think about the structure of your communication.

Listening:
The most effective leaders know when to stop talking and start
listening. This is especially important in three particular
situations: when emotions are high, in team situations and
when employees are sharing ideas.
First, listening is crucial when emotions are high. Extreme
emotions, such as anger, resentment and excitement, warrant
attention from a personal and a business standpoint. On a
personal level, people feel acknowledged when others validate
their feelings. Managers who ignore feelings can create
distance between themselves and their employees, eroding the
relationship and ultimately affecting the working environment.

Questioning:
Many leaders need information but aren't sure how to get
it. Similarly, their employees may have information but
don't know how to impart it. Managers can open the lines
of communication by asking good questions. Note that
different kinds of questions yield different kinds of results

Using Discretion:
Knowing when not to speak as a leader is just as
important as speaking. Managers must understand that
the moment they don a new title, they become a leader--
one whom others look to for guidance, direction and even
protection. Good leaders adopt a policy of discretion, if
not confidentiality, with their employees. Only then can
they develop the trust that is so vital to productivity.

Directing
Notice that directing comes last on the list of communication
strategies. It may not be the least important, but it is definitely
one to use less often. Many managers direct their employees
because they believe it's the only way to get things done. But
directing has its place.
Directing means giving directions clearly and unequivocally,
such that people know exactly what to do and when. It is best
used in times of confusion, or when efficiency is the most
important goal. Although it can be effective, directing also can
lead to complacency on the part of employees who may adopt
an "I just do what they tell me" attitude.

CHANNELS OF MANAGERIAL
COMMUNICATION:
There are four levels of managerial communication:
• Downward communication.
• Upward communication.
• Lateral communication.
• Diagonal communication.

Downward communication:
This is the traditional and most used communication, where the
management gives orders to the subordinates at the bottom
level to carry out the orders as per the organizational hierarchy
.

Upward communication:
Upward communication in the management levels from staff,
lower and middle management personnel and continuous up to
the organizational hierarchy. It provides a means for motivating
satisfying personnel by encouraging employees input.

Lateral communication:
Lateral or horizontal communication is referred to the
communication which takes place between the departments or
personnel on the same level of the hierarchy.

Diagonal communication:
Diagonal communication occurs between two individuals or
departments that are not on the same level of the hierarchy.

Advantage:
• There is an opportunity to ask questions, exchange
ideas and clarify meaning.
• It can develop a friendly and co-operative spirit.
• It is easy and quick.
• It is flexible and hence effective.
• Helps to understand each other
• Avoid duplication of work
• Shares ideas, knowledge, and views on various
prospective

Communication barriers create problem of
misunderstanding and conflict between men who live
together in the same community, who work together on
the same job and even between men living in the distinct
parts of the world who have never seen one another.

1.Due to organization structure:
The breakdown or distribution in communication sometimes
arises due to:
•Several layers of management
•Long lines of communication
•Special distance of subordinates from top management
•Lack of instructions for passing information to the
subordinates
•Heavy pressures of work at certain levels of authority.

2. Due to status and position:
 The attitudes exhibited by the supervisor are sometimes a hurdle in
two way communication.
 One common illustration is non-listening habit. A supervisor may
guard information for:
a) Consideration of prestige, ego and strategy.
b) Underrating the understanding and intelligence of subordinates.
 Prejudice among the supervisors and subordinates may stand in the
way of a free flow of information and understanding.

 The supervisors particularly at the middle level may
sometimes like to be in good books of top management
by:
a) Not seeking clarification on instructions which are
subject to different interpretations; and
b) Acting as screen for passing only such information
which may please the boss.

3. Semantic barriers:
Semantic is the science of meaning. Words seldom mean same
thing to two person.
Symbols or Words usually have a variety of meaning arid the
sender and the receiver have to choose one meaning from
among many.
If both of them choose the same meaning, communication will
be perfect.

But this is not so always because of differences in formal
education and specific situations of the people.
Strictly one cannot convey meaning, only one can do it to
convey words.
But the same words may suggest quite different meaning
to different people, e.g. ‗profits‘ may mean to
management efficiency and growth, whereas to
employees it may suggest excess funds piled up through
paying inadequate wages.

4. Tendency to evaluate:
A major barrier to the communication is the natural tendency to
judge the statement of the person or other group. Everyone tries
to evaluate others from his own point of view or experience.
Communication requires an open mind and willingness to see
things through the eyes of others. Some intelligent brains even
complimented him on his excellent style of imagination.

5. Heightened emotions:
Barriers may also arise but in specific situations, e.g. emotional
reactions, physical conditions like noise or insufficient light,
past experience, etc. when emotions are strong, it is most
difficult to know the frame of mind of the other person or
group.

6. Lack of ability to communicate:
All persons do not have the skill to communicate. Skill in
communication may come naturally to some, but an average
man may need some sort of training and practice by way of
interviewing and public speaking, etc.

7. Inattention:
The simple failure to read bulletins, notices, minutes and
reports is a common feature. With regard to failure to listen to
oral communications, it has been seen that non listeners are
often turned off while they are preoccupied with other affairs,
like their family problems.

8. Unclarified assumptions:
This can be clarified by an illustration. A customer send a
message that he will visit a vendor‘s plant at particular time on
some particular date. Then he may assume that vendor will
receive him and arrange for his lunch, etc. whereas vendor may
assume that the customer was arriving in the city to attend
some personal work and would make a routine call at the plant.
This is an unclarified assumption with possible loss of
goodwill.

9. Resistance to change:
It is the general tendency of human-being to maintain status
quo. When new ideas are being communicated, the listening
apparatus may act as a filter in rejecting new ideas. Thus,
resistance to change is an important obstacle to effective
communication.

10. Closed minds:
Certain people who think that they know everything about a
particular subject also create obstacles in the way of effective
communication.

communication ppt_104955.pptx

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