Communication is the sharing of information between two or more parties. It involves an encoder, a message, a medium to convey the message, a receiver to decode the message, and potential feedback. Effective communication requires clarity, completeness, conciseness, consideration, courtesy, correctness, and coherence. Barriers to communication can be physical, psychological, related to semantics, or organizational. Managers must be skilled at both sending and receiving messages to communicate effectively within an organization.

2. Concept of Communication
•“Communication is as old as man himself”
•Existence without communication is
impossible.
The word Communication is derived form the
latin word ‘communis’ means commonness or
to share or participate.

3. Meaning of Communication
Man is a communicating animal, he alone has power to
express the words.
The presence of minimum two minds is essential for
communication.
Communication means to convey a message by one person
to another so that another person may understand, follow
and implement the message. If one person is unable to
follow the message of another, it can’t be called as
communication.

4. Definition of Communication
“Communication in its simplest form in conveying of
information from one person to another.”
-Cyril L. Huden
“Communication is an exchange of facts, ideas, opinions or
emotions by two or more persons.”
-Newman and Summer
“ Communication is an interchange of thoughts or
information to bring about mutual understanding and
confidence of good human relations.”
-American Society of Trianing Directors

5. 1. The information function
2. Command and instructive function
3. Influence Function
4. Integrative Function

6. 1. Communication involves Plurality of Person: cannot
take place with single person
2. Existence of Message
3. Continuous Process
4. Two way process
5. Must be written, oral or gestural
6. Primary purpose is to motivate a response
7. Can be formal or informal
8. Can be vertical, Horizontal or Diagonal
9. Unavoidable Process
10. Universal Process
11. Social Process

7. 1. Smooth and unrestricted running of the enterprise
2. Quick Decision and implementation
3. Proper planning and coordination
4. Maximum productivity with the minimum cost
5. Morale –building and democratic management
6. Promotion of Co-operation and industrial peace
7. Improve Public Relation
8. Helps in providing job satisfaction
9. Helps in selection of best employees
10. Basis of Control
11. Help in motivation and leadership
12. For running internal administration
13. Liasion with outside world
14. Better Public Image

9. 1. Personal Skill
2. Practical knowledge
3. Result oriented Approach
4. Regular Practice
5. Creativity

10. 1. Systematized Body of knowledge
2. Continued observation
3. Universal Application
4. Cause and Effect relationship
5.

11. 1. Speed
2. Accuracy
3. Secrecy
4. Record
5. Cost
6. Convenience and easy
7. Suitability
8. Impression

12. MessageMessage EncodingEncoding MediumMedium DecodingDecoding
DecodingDecoding MediumMedium EncodingEncoding MessageMessage
ReceiverReceiver
(now sender)(now sender)
SenderSender
Transmission Phase
Feedback Phase
NOISENOISE

18. 1. Sender
2. Encoding
3. Message/ Information
4. Channel/ Media
5. Receiver
6. Decoding
7. Feedback
8. Noise

19. 1. Sender: Sender May be individual or group of
individuals or any organization, who desire to share
information for a predetermined purpose or for an
expected action or response.

20. 2. Encoding: Transforming the ideas into words, symbols,
pictures, diagrams, gestures etc , it is a method to
provide a concrete shape to the message.
Main purpose is to translate into a language or code that
the intending receiver of the message will probably
understand.

21. 3. Message /Information: it is the physical form of the
thought which can be experienced and understood by
one or more senses of the receiver. Messages are not
the meaning but indicative meaning. Meaning lies in
the mind of the receiver

22. 4. Channel/ Media: it is a vehicle in the transmission of a
message. The technological revolution has brought
drastic change in the mode of communication/ its
methods.
Selection of suitable channel is essential to save time /
money and energy. It must suit the receiver and the
sender.

23. 6. Decoding: translation of information into
understandable language. If the message is designed
well but it is not understood by the receiver , it is a
waste. But decoding should be done according to the
senders purpose.
7. Feedback : most important stage.
8. Noise: noise is any interference with the normal flow of
understanding from one person to another. It reduces
the effectiveness of communication.

24. 1. Downward Communication
2. Upward communication
3. Horizontal communication
4. Diagonal communication
5. Multi Directional communication

25. 1. Downward Communication
a. For Job Instructions
b. For training
c. For asking feedback
d. Develop Positive attitude
e. To provide information required for job
Modes- 1. Written orders
2. Bulletin Board
3. Audio Visual
4. Magazines
5. Employee handbooks
6. Information Racks
7. Letters
8. Published Reports

26. Limitations of Downward Communication
1. Filtration of Message
2. Lack of face to face interaction
3. Multi levels
4. Timing
5. Lack of Feedback

27. 2. Upward Communication
a. To create feeling of belongingness
b. To evaluate communication through feedback
c. To receive suggestions
d. To maintain harmonious relations
Modes- 1. Counseling
2. Reports
3. Social Gathering
4. Open Door policy
5. Complaint/suggestion Box
6. Meeting
7. Private Line
8. Opinion Survey

28. 2. Limitation of Upward Communication
1. Fear
2. Distrust of Superior
3. Lack of Ability
4. Lack of Self Confidence
5. Long Hierarchy

29. 3. Horizontal Communication
Also known as Sideways/Lateral/ Crosswise/interscalar.
By Henry Fayol
Concept of Gang Plank
“ Special Feature is that it does not appear on the organization
chart”
Characteristics:
1. Problem Solving
2. Ensures mgmt by exception: doesn’t bother all superiors.
3. Speed
4. Informal in nature
5. Promote Social and emotional Support.

30. Limitations of Horizontal Communication
1. Creates Confusion
2. Creates Conflicts
3. Leads to disturbance

31. 3. Diagonal Communication: It cuts across different functions
and levels in an organization. When a supervisor in the
credit department communicates directly with a regional
marketing manager who is not only in a different dept. but
also at a higher level in the organization, diagonal
communication is said to take place.

32. 4. Multi Directional Communication:

33. 1. Interpersonal Media
Conventional electronic
a. Messenger a. telephone
b. Mail b. Mobile phones
c. Courier c. pagers
d. Telegraph d. Fax
e. Telex e. E mail
2. Group media
a. Tape Recorders
b. Loud Speaker
c. Over head projectors
d. Slide projectors

34. 3. Mass Media
a. Notice Board
b. Public Announcement
c. Print
d. Cinema
e. Radio
f. Television
g. E mail.

35. 3. Mass Media
a. Notice Board
b. Public Announcement
c. Print
d. Cinema
e. Radio
f. Television
g. E mail.

36. 1. Principle of Clarity
2. Principle of Completeness
3. Principle of Conciseness
4. Principle of Consideration
5. Principle of Courtesy
6. Principle of Correctness
7. Principle of Coherence

37. 1. Principal of Clarity: Clarity of thoughts and expressions
a. use of simple words
b. Use of single words
c. Use of concrete words
d. Avoid negative statement
e. Avoid use of foreign words

38. 2. Principal of Completeness: Message must include all
relevant data, information and facts for its
effectiveness.

39. 3. Principal of Conciseness:
a. To the point
b. Avoid repetition
c. Properly organized message

40. 4. Principal of Consideration
a. Avoid ‘we’ attitude, use ‘you’ attitude
b. Avoid Gender bias ( Sir/ Mam)

42. 5. Principal of Courtesy
a. Quick Response
b. Apologies and thank the person/party

43. 6. Principal of Correctness
a. Correct Language
b. Correct Facts
c. Correct Time

44. 7. Principal of Coherence
Business Communication, especially the written form of
business communication should be coherent. A
business letter will be coherent if the matter is
systematically and logically arranged. The message
should be organized to suit the reader’s convenience.

45. 1. Physical Barriers
2. Psychological Barriers
3. Semantics Barriers
4. Organizational Barriers

46. 1. Physical Barriers
a. Noise: Poor writing bad quality Xerox, poor phone
connections are termed as noise
b. Time: be precise, brief, can be send in minimum time.
c. Space Distance: sender has to know about the location
of its receiver before selecting the medium. Medium
should be such which can overcome the problem of
distance.

47. 2. Psychological Barriers
a. Attitude and opinions
b. Emotions
c. Status Consciousness
d. Discrimination for others(as a source of information)
e. Inattentiveness / Poor Listening
f. Faulty transfer( to wrong person)
g. Poor Retention(memory)
h. Unsolicited Communication ( no attention to unwanted
things)
i. Halo Effect( judge message based on the personality of the
source)
j. Cognitive Dissonance

48. 2. Psychological Barriers
a. Attitude and opinions
b. Emotions
c. Status Consciousness
d. Discrimination for others(as a source of information)
e. Inattentiveness / Poor Listening
f. Faulty transfer( to wrong person)
g. Poor Retention(memory)
h. Unsolicited Communication ( no attention to unwanted
things)
i. Halo Effect( judge message based on the personality of the
source)
j. Cognitive Dissonance

49. 3. Semantics Barriers
a. Interpretation of Symbols
b. Interpretation of Words
c. Lack of Vocabulary
d. Language Variation
e. Misunderstanding of Direction

50. 4. Organizational Barriers
a. Strict Implementation of rules and regulations
b. Status Consciousness
c. Absence of meeting
d. Faulty medium

51. 1. Use Direct, simple language and avoid words with
ambiguous meaning.
2. Use of face to face communication
3. Use of feedback
4. Listen with understanding
5. Careful in using non verbal communication

52. Dangers of Ineffective Communication
Managers spend most of their time communicating so
both they and the subordinates must be effective
communicators. To be effective:
Select an appropriate medium for each message.
 There is no one “best” medium.
 Consider information richness: the amount of information a
medium can carry.
 Medium with high richness can carry much information to aid
understanding.
 Is there a need for a paper/electronic trail to provide
documentation?

53. Communication Skills for Managers as
Senders
Send clear and complete messages.
Encode messages in symbols the receiver understands.
Select a medium appropriate for the message AND
monitored by the receiver.
Avoid filtering (holding back information) and distortion
as the message passes through other workers.
Ensure a feedback mechanism is included in the message.
Provide accurate information to avoid rumors.

54. Communication Skills for Managers as
Receivers
 Pay Attention to what is sent as a message.
 Be a good listener: don’t interrupt.
 Ask questions to clarify your understanding.
 Be empathetic: try to understand what the sender feels.
 Understand linguistic styles: different people speak
differently.
 Speed, tone, pausing all impact communication.
 This is particularly true across cultures.
 Managers should expect and plan for this.