Communication process

COMMUNICATION PROCESS
SONDARVA YAGNESH M
Dept of Extension Education
BACA, AAU, Anand

What is Communication
□ According to J. Paul. Leagans,
"Communication is a process by
which two or more people exchange
ideas, facts, feelings or impressions in
such a way that each gains a
common understanding of the
meaning, intent or use of message."

□ It is the process by which information is exchanged and
understood by two or more people, usually with the
intent to motive or influence behavior.
□ In a broad sense, it is the process of transferring
meaning in form of ideas or information from one
person to another.
□ It is to be noted that a true interchange of meaning
between people includes not only the words used in
their conversation.
□ It includes a number of other aspects of human
behavior viz., facial expression, vocal expression and all
the unintended and involuntary gestures that suggest
the meaning

BASICS
Successful communication involves following
conditions and mastering these to perfection:
A. BASICS FOR WRITTEN COMMUNICATION
1. Use easy to understand language
□ 0.1% Solution
□ 46% Nitrogen
□ Productivity
2. Check your spellings
□ Psychology –Philosophy -Physiology
□ Though-Thought
□ Through-Thorough

3. Use appropriate words, punctuations,
paragraphs and signs
4. Be courteous in your written communication,
show that you are taking care about others
□ Courteous: Polite, especially in a way that shows
respect.
e.g. No, we have never met earlier : I think we are
meeting first time
□ Do not use any form of slang or insulting words
Slang: The dictionary defines slang as very informal
words and expressions that are more common in
spoken language and are not thought suitable for
formal situations.

5. Ensure clarity, accuracy and stimulate response
Clarity:
Accuracy: i.e. truth
Stimulate response : i.e. use of encouraging words
e.g. Jay Jawan, Jay Kisan: Jay Hind: Jay Vigyan
6. Demonstrate empathy: Ability to understand other
person's feelings, experience and ability to
understand Farmers, Children, Officials
7. Write specific what you mean to convey
exactly; don't use words which create double
meaning.

B. BASICS FOR VERBAL COMMUNICATION
1. Maintain eye contact
-Eyes have often been called mirror of character
-Make your eyes smile and maintain eye contact
pleasingly while communicating
-This builds trust, goodwill and positive relationship
2. Don't stare rudely while communicating
3. Modulate your voice and voice level
Modulate: to change the quality of your voice in order
to create a particular effect by making it louder,
softer, lower, etc.

4. Check your pronunciations
Taklif-Taflik,
Matlab-Matbal,
Tamilnadu-Talimnadu,
Valsad-Vadsal,
Luxury-Vuxury,
Anilkapur-Anilpakur,
Balram Jakhad-Jalram Jakhad

5. Show sincerity
In hearing others point of views,
creating conducive situations
6. Be courteous
Yes please, I beg your pardon, sorry, excuse me
7. Eliminate offending/disliking words and
unparliamentarily language
8. Be specific and move toward target timely
9. Take care of specific words and statements
e.g. Sing a song – Song a sing

C. BASICS FOR BODYLANGUAGE
□ COMMUNICATION THROUGH GESTURES AND
POSTURE
1. GESTURES: Move your hands, head, face etc. as a
way of expressing what do you mean or what do you
want.
2. POSTURE: The position in which you hold your body
when standing or sitting
3. Movement of body should be synchronized with
verbal communication
4. Fine tune your gesture, actions and words
5. Avoid unwanted actions and irrelevant body
language as these create negative impact

C. BASICS FOR BODYLANGUAGE
6. Facial expressions:
Instead of saying ‘HAPPY TO SEE YOU’ with serious
face, the best facial expression is SMILE
7. BODY LANGUAGE:
Expert communicator can actually judge other’s
personality by observing body language He marks
confidence, aggression, nervousness, positive
attitude, empathy, etc.
- All together, positive body language should be
maintained while communication.

D. DRESS AND GROOMING
□ GROOMING:
□ Grooming means to give a neat and tidy appearance
to.
□ Grooming needs attentions, because people easily
notice what is not proper.
□ Realize that improper clothing is being observed by
people that will affect on confidence
□ Are people listing to you or are they unable to pay
attention because of dress and grooming?

Communication Flow
□ Communication flows in four ways
in any organization:
(a)Down word communication
(b) Upward Communication
(c) Lateral (or Horizontal Communication)
(d) Diagonal Communication

Communication Flow
(a)Down word communication:
- This type of communication normally follows the
organization's chain of command from top to bottom.
(a) This type of communication usually includes:
(b) (i) Information related to policies, procedures, rules,
objectives, and plans, (ii) Work assignments and
directives, (iii) Organization's progress and status,
(iv) Requests and/or orders for information
(a) Down word communication may be written or oral. It is
usually transmitted through memos, reports,
conferences, meetings, speeches, and interactions
between superior and subordinates

Communication Flow
(b) Upward Communication:
• Formal upward communications comprise messages
that flow from the lower to the higher levels in the
hierarchy of an organization.
• They normally take the form of progress or
performance reports and requests for resources and
typically be viewed as a feedback of data or information
from lower levels to upper management levels

Communication Flow
(c) Lateral (or Horizontal) Communication:
- It is the diagonal exchange of messages across peers
or co-workers, both within and across departments.
Thus it is of two broad categories;
(i) Communication among peers within the same work
group or department,
(ii) Communication that occurs between different
departments on the same organizational level.
□ The basic purpose of such communication is not only
to inform but to request support and co-ordinate
activities.
□ Most organizations build in horizontal communication
in the form of task forces, committees, liaison
personnel etc.

Communication Flow
(d) Diagonal Communication:
□ Such communication includes that which cuts
diagonally across an organization's chain of command.
□ Here a superior of one department may communicate
with lower rank person of another department.

COMMUNICATION MODEL
Communicator Message Channel
Treatme
nt
of
message
Audience
Audience
ResponseFeedback

Communicator
□ This is the person who starts the
process of communication in
operation. He is the source or
originator of the message.

Characteristics of a good communicator
□ Credibility: He should be perceived credible by the
audience
□ He must know his objectives, audience, message
,channels and how to organize and treat his message
□ He must prepare a plan for communication along with
communication material and a plan for evaluation of
results
□ He must have skill in selecting, treating and
expressing messages. He must also be able in
selection and use of channels, understanding his
audience and collecting the evidence of results
□ He should have interest in his audience and its
welfare and in his message and how it can help
people

Message
A message is the information a
communicator wishes his audience to
receive, understand, accept and act upon.
A good message be:
* In line with the objectives to be attained
* Clear and understandable
* Significant and specific
* Accurate and timely
* Appropriate to the channel selected
* Appealing and attractive to the audience
* Applicable by the audience

Channel
□ Channels are the physical bridges
between the sender and receiver
□ They are the extension methods
through which messages are
transmitted from its source to the
users
□ Channels are no good until they are
chosen and used carefully

Obstructions which can enter the channels
□ Failure of the channel to reach the intended audience
□ Failure to select the channel appropriate to the
objective
□ Failure on part of the communicator to handle the
channel skillfully
□ Failure to use the channel in accordance with the
abilities of the audience
□ Failure to use enough channels in parallel
□ Failure to avoid physical distraction
□ Use of too many channels in a series

Treatment of the message
□ Treatment of the message has to do
with the way a message is handled to
get the information across to an
audience
□ It is related to the technique or manner
of performance in presenting the
message
□ The purpose of treatment is to make the
message clear, understandable and
realistic to the audience

Audience
□ An audience is the intended receiver of the message
□ In good communication, the audience aimed at is
already identified by the communicator
□ The more homogeneous the audience, the greater are
the chances of successful communication
□ Likewise, the more a communicator knows about his
audience and can pinpoint its characteristics, the
more likely he is to make an impact

Audience response
□ This is the terminating element in the
communication process
□ The response of the audience is the
ultimate objective, the goal of any
communication function

Feed back
□ Extension communication is never complete
without feedback information
□ Feedback means carrying some significant
responses of the audience back to the
communicator
□ Communication work is not an end in itself
□ The communicator should know what has
happened to the audience, after the
message has reached them

Barriers to Communication
□ The importance of communication in
modern organizations can hardly be under-
emphasized.
□ This is why managers usually spend a
considerable portion of their time to
communicate with others
□ Research has, however, shown that almost
75% of all business communication fails to
achieve the desired objectives.
□ Certain external forces which are beyond
the control of an organization render
communication ineffective.

□ There are in fact, a number of
barriers to effective communication
These barriers interrupt and block
communication and prevent mutual
understanding.
□ Some barriers arise in inter personal,
face to face communications, while
others are unique to organizational
structures.

(A) Organizational barriers:
□ It is interesting to note that the organizations, by
their very nature, tend to inhibit ineffective
communication.
(i) Hierarchical barriers:
□ When an organization starts growing, its structure
expands. This creates various communication
problems
□ If a message has to pass through added levels, it will
obviously take long time to reach its destination and
will tend to get distorted on the way

(ii) Power-differences:
□ A person who supervises others creates a
barrier to free and open communication.
□ Low power people may be un-willing to
pass bad news upwards while high power
people may feel that low status people
have hardly anything to contribute.

(iii) Specializations:
• Specialization often tends to separate people even
when they work side by side.
• The performance of different functions, the pursuance
of special interests of subgroups, use of different
technical terms frequently prevent the growth of
common feelings, make understanding difficult, and
act as barrier to communication

(iv) Lack of channels:
□ Lack of adequate formal channels reduces
communication effectiveness
□ Newsletter memos, task forces, and liaison personnel
may solve this problem
(v) Mismatch between communication flow
and organization's tasks:
□ If a centralized communication structure is used for a
non-routine task, there will not be enough information
circulated to solve problems. When a decentralized
communication structure is used for solving simple
tasks, excess communication takes place

(B) Individual barriers:
□ Even in the absence of organizational barriers,
communication problems may arise.
□ This is usually due to human and language imperfection.
(i) Interpersonal barriers:
□ Such barriers include problems with emotions and
perceptions held by participants.
□ Thus, for instance. the way one perceives one's boss's
message is influenced not only by his relationship with the
boss but also by his attitude towards top management in
general.
□ Sender's credibility or expertise in the area being
communicated also affect the trust of receiver.

(ii) Poor listening:
□ Poor reception or listening may hamper
effective communication
□ Listening may be defined as ‘hearing with
attention and comprehension’
□ We might hear the words of a language,
you don’t understand without
comprehending the meaning and intent of
the words
□ As a listener is a partner in the
communicative act or experience, he must
keep his attention focused on what the
speaker is saying.

(iii) Imprecise use of language:
Improper use of words and phrases may cause
communication problems
(iv) Semantics:
□ It refers to words having different meanings for
different people.
(v) Inconsistency:
□ Lack of consistency between verbal and non-
verbal communications may cause problems.
□ If one's facial expression does not match one's
words, the communication will include uncertainty
and may confuse the receiver
(vi) Wrong channel:
□ .

Communication process

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