COMMUNICATION

Theory and Practice

What is Communication?
 Meaning
• Communication- derived from the Latin word, Communis, meaning
‘to share’.
• The process of sharing or exchange of thoughts, ideas and
feelings with others in understandable ways.
 Some Interesting Definitions
• 1. Keith Davis: Communication is a process of passing information and
understanding from one person to another.
• 2. John Adair: Communication is essentially the ability of one person to
make contact with another and make himself or herself understood.
• 3. William Newman and Charles Summer: Communication is an exchange of
ideas, facts, opinions or emotions of two or more persons.
 Importance of Communication
• Building Relationships
• Facilitating Collaboration
• Decision-Making
• Conflict Resolution
• Enhancing Leadership
• Improving Efficiency
• Promoting Personal Growth
• Supporting Mental Health
• Achieving Goals
• Global Connectivity
 Function of Communication
• 1. Information Sharing
• Primary Function: The most fundamental function of communication is to share information. This could be factual data, instructions,
ideas, or opinions. Communication ensures that the necessary information reaches the right people at the right time.
• 2. Expression of Feelings and Emotions
• Emotional Function: Communication allows individuals to express their feelings, emotions, and needs. This expression is vital for
building relationships, understanding others' perspectives, and fostering emotional connections.
• 3. Persuasion and Influence
• Influential Function: Communication is often used to persuade or influence others. Whether in marketing, leadership, or everyday
interactions, people use communication to convince others to adopt a certain viewpoint or take specific actions.
• 4. Social Interaction
• Social Function: Communication facilitates social interaction, allowing people to build and maintain relationships. Through
conversation, social cues, and nonverbal signals, individuals engage in the social dynamics of their communities.
 Function of Communication

• 5. Decision-Making
• Decisional Function: Communication is critical in the decision-making process. It enables the exchange of
information, discussion of options, and consideration of different perspectives, leading to informed
decisions.
• 6. Control and Regulation
• Regulatory Function: Communication helps in controlling and regulating behavior. For instance, rules,
norms, and policies are communicated to ensure that individuals or groups act in accordance with established
standards.
• 7. Coordination and Organization
• Organizational Function: In organizations and groups, communication is essential for coordinating
activities, delegating tasks, and ensuring that everyone is working towards a common goal.
 Function of Communication

• 8. Education and Learning

• Educational Function: Communication is the vehicle through which knowledge is transmitted. It plays a crucial role in
teaching, training, and facilitating learning, both in formal educational settings and everyday life.
• 9. Entertainment
• Entertainment Function: Communication also serves to entertain. Stories, music, jokes, and media content are forms
of communication that provide enjoyment and cultural enrichment.
• 10. Problem-Solving
• Problem-Solving Function: Communication is vital for identifying problems, discussing potential solutions, and
implementing decisions. It allows for collaborative problem-solving in both personal and professional contexts.
The Process of Communication
 Sender
• The very foundation of communication process- laid by the person who
transmits or sends the message.
• Transmits a thought, idea, a picture, symbol, report or an order and postures
and gestures, even a momentary smile.
• Initiator of the message that need to be transmitted.
 Message
• The information conveyed by words as in speech and write-ups, signs,
pictures or symbols depending upon the situation and the nature and
importance of information desired to be sent.
• The heart of communication.
• It is the content the sender wants to covey to the receiver.
• It can be verbal both written and spoken; or non-verbal i.e. pictorial or
symbolic, etc.
 Encoding
• Putting the targeted message into appropriate medium which may be verbal or non-
verbal.
• The sender puts the message into a series of symbols, pictures or words which will
be communicated to the intended receiver.
• Encoding is an important step in the communication process as wrong and
inappropriate encoding may defeat the true intent of the communication process.
• Example: Teacher preparing a topic to be taught in class through lecture or visuals
by translating the symbols in one’s mind.
 Channel
• The way or mode the message flows or is transmitted through.
• The message is transmitted over a channel that links the sender with the
receiver.
• The message may be oral or written and it may be transmitted through a
memorandum, a computer, telephone, cell phone, apps or televisions.
• Each channel has its advantages and disadvantages, the choice of proper
selection of the channel is paramount for effective communication.
 Receiver
• The person or group for whom the message is meant- a listener, a reader or a
viewer.
• Negligence on the part of the receiver may make the communication
ineffective. One needs to comprehend the message sent in the best possible
manner such that the true intent of the communication is attained.
• Main function- receive the message, decode its meaning and convey feedback
• Significant factor in communication process. It is the other end of the
process.
 Decoding
• The interpreting or converting the sent message into intelligible language.
• It simply means comprehending the message.
• The receiver after receiving the message interprets it and tries to understand
it in the best possible manner.
 Feedback
• Response or the reply of the receiver.
• Negative Feedback or corrective comments about past behaviour.
• Positive Feedback or affirming comments about past behaviour.
• Completes the cycle of communication
 Advantages of Feedback
• Confirms the receipt of message
• Enables the receiver to clear his doubts.
• Helps the sender to know the receiver’s interest.
• Sender can make necessary changes
• Encourages interactive communication
 Question: Identify which is One-Way
Communication, and which is Two-way.
• A singer performing on the stage in a concert.
• You are playing with your pet dog.
• You are watching a movie.
• A teacher teaching in the class.
• Supervisor passing instructions to the worker.
• You are looking at a picture.
Key Word: Feedback
 Verbal Communication
• Expressed through ‘words’
• When it employs speech – Oral Communication
• When it employs written words – Written Communication
• Organized, structured, easy to study
• Symbols are universal
• Has Legal Validity, can be preserved for future reference.
 Oral Communication
• Transmission of message through spoken words
• Channel of exchange- speaking and listening
• Speaker makes precise, distinct sounds, listener decodes
• Either face to face, or through a device
• Non- verbal means like body movements, facial expressions, eye- contact are
essential parts of this, but the priority are the words used.
 Advantages of Oral Communication
• Fast Medium
• Enables quick feedback
• Speaker can understand the reaction of the listener and can make quick
changes in tone and voice
• Speaker can use non- verbal means along with oral communication to
enhance effectiveness
• Personal touch- Interpersonal relationships
 Limitations of Oral Communication
• Tables, diagrams, pictures can not be communicated
• Lesser Legal Validity, lesser documentation
• Inattentiveness can result in loss of receiving important information which
can cause misunderstanding.
• Listener needs to pay more attention.
 Written Communication
• Transmission of messages through written of printed symbols
• Act of writing, typing or printing symbols.
• Can be used as an evidence, legal validity.
 Advantages of Written Communication
• Suitable for lengthy messages
• Accurate, unambiguous
• Presence of both the sender and the receiver at the same time is not necessary
• Can be read repeatedly, develops understanding
• Legal Validity
• Writer can think and analyse
• Long lasting impact on the reader
 Limitations of Written Communication
• Requires paper work
• Time, effort and money is consumed
• Lacks flexibility
• Feedback difficult
• Non-verbal cues can’t be used
• Unfit for the uneducated
 Non- Verbal Communication
• ‘Actions speak louder than words’
• Sometimes words fail to convey the meaning, or convey partial meaning
• Gestures, facial expressions, body movements
• Sending and receiving wordless messages
• Conveys messages without verbal communication
• Can be auditory as well as visual
• Eg. Bells, whistles, horns (Auditory) and Signs, symbols, pictures, traffic sign
(Visual)
 Advantagesof Non- Verbal Communication

• Does not require any language

• Uneducated people can also communicate
• Helps to know the mood, likes, dislikes of a person
• Supplements oral messages, if words don’t make meaning clear, gestures help
• Creates interest of the receiver
Disadvantages of Non- Verbal Communication

• Unstructured
• Symbols vary from culture to culture
• May be misunderstood or misinterpreted
• Unfit for formal communication, no legal validity
• Can’t express everything without the use of words/language
• Requires attention of the receiver, or else ineffective
 Visual Communication
• ‘A Picture is worth a thousand words’
• Act of sending messages through graphs, charts, sketches, maps, colours,
visuals, signs etc.
• Help the receiver to consume the information better
• Often used as an aid during formal communication- Visual aids
• Convey the message in an effective manner
• Eg: Traffic Light
 Formal Communication
• A communication for official purpose- accurate and authentic.
• Conforms to prescribed rules, policies, procedures, policies, standards and
regulations
• Pre-defined channel, determined and controlled by officials
• Style, functioning- quite formal. Planned, organised and structured.
• Flows through Hierarchal levels of an organisation , generally between two or more
designations
• Systematic flow.
 Informal Communication
• Ideas and information in a social interaction, not formal
• Regardless of rank, position or status
• Free from formalities
• Spontaneous and unplanned
• No rules and regulations are followed
• Doesn’t flow in a fixed direction
• Based on personal interaction
• Fast Process
• No legal validity
• May or may not be accurate
• Finding origin may also be difficult
 Types of Communication- Based on
Relationship
• Intrapersonal- Individual talking to oneself- visualisation, introspection
• Interpersonal- Between two people
• Group Communication- Involves more than two people, can be a small or
a large group
• Mass Communication or exchanging information with large segments of
the population
 Based on the Direction
• Vertical- Upward or Downward- Usually in formal communication
• Upward- From Subordinate to superior, non-directive, updates, questions
• Downward- Superior to Subordinate, directive, instructions, orders, feedback
etc
• Horizontal- Working at the same levels
• Diagonal- Between people across departmental lines
 Conclusion
• All forms of communication supplement each other
• May contain, different forms but support each other.
• Sender uses them as per the requirement and demand of the situation.
 Mediums of Communication

The terms "channels" and "mediums" of communication are often used

interchangeably, but they refer to different aspects of the communication process.
Here's a breakdown of the differences between them:
 Mediums of Communication
• Channels of Communication:
• A channel of communication refers to the route or pathway through which a message is
transmitted from the sender to the receiver. It involves the method or technique used to
deliver the message and can affect how the message is perceived and understood.
• Mediums of Communication:
• A medium of communication refers to the tool or vehicle used to deliver a message
through a particular channel. It is the substance or material through which the message is
transmitted, whether physical or digital.
 Mediums of Communication
• Print Media: Newspapers, Magazines, Books, posters, flyers, letters
• Broadcast Media: Television, Radio, Podcasts
• Digital Media: Websites, Social Media Platforms, Email, Blogs, Instant
Messaging
• Non-Digital Visual Media: Signage, Billboards, Photographs, Charts and
Graphs
• Non-Digital Audio Media: Speeches, Lectures, Announcements
 Mediums of Communication
• Multimedia: Videos, Webinars, Presentations
• Face-to-Face Communication: Meetings, Interviews, Workshops
• Telephone Communication: Landline, Mobile, VoIP (Voice over Internet Protocol):
Technology that allows voice communication over the internet (e.g., Skype, Zoom).
• Virtual Communication: Video Conferencing: Real-time visual and audio communication
over the internet (e.g., Zoom, Microsoft Teams), Virtual Reality (VR): Immersive
environments where participants can interact as if they were physically present.
• Text-based Communication: SMS (Short Message Service), Chatrooms and forums
 7 Cs of Communication
The 7 Cs of Communication are:
• Completeness
• Conciseness
• Consideration
• Clarity
• Concreteness
• Courtesy
• Correctness
1. Completeness

The communication must be complete. It should convey all facts required by the audience. The sender
of the message must take into consideration the receiver’s mindset and convey the message accordingly.
A complete communication has the following features:

• Complete communication develops and enhances the reputation of an organisation.

• Moreover, they are cost-saving as no crucial information is missing and no additional cost is
incurred in conveying extra message if the communication is complete.
• A complete communication always gives additional information wherever required. It leaves no
questions in the mind of receiver.
• Complete communication helps in better decision-making by the audience/readers/receivers of
message as they get all desired and crucial information.
• It persuades the audience.
2. Conciseness

Conciseness means wordiness, i.e, communicating what you want to convey in least possible
words without forgoing the other C’s of communication. Conciseness is a necessity for effective
communication. Concise communication has the following features:

• It is both time-saving as well as cost-saving.

• It underlines and highlights the main message as it avoids using excessive and needless words.
• Concise communication provides short and essential message in limited words to the
audience.
• Concise message is more appealing and comprehensible to the audience.
• Concise message is non-repetitive in nature.
3. Consideration

• Consideration implies “stepping into the shoes of others”. Effective communication must take the
audience into consideration, i.e, the audience’s view points, background, mind-set, education level,
etc. Make an attempt to envisage your audience, their requirements, emotions as well as problems.
Ensure that the self-respect of the audience is maintained and their emotions are not at harm.
Modify your words in message to suit the audience’s needs while making your message complete.
Features of considerate communication are as follows:

• Emphasize on “you” approach.

• Empathize with the audience and exhibit interest in the audience. This will stimulate a positive
reaction from the audience.
• Show optimism towards your audience. Emphasize on “what is possible” rather than “what is
impossible”. Lay stress on positive words such as jovial, committed, thanks, warm, healthy, help,
etc.
4. Clarity
Clarity implies emphasizing on a specific message or goal at a time, rather than trying to achieve too
much at once. Clarity in communication has following features:

• It makes understanding easier.

• Complete clarity of thoughts and ideas enhances the meaning of message.
• Clear message makes use of exact, appropriate and concrete words.

5. Concreteness
• Concrete communication implies being particular and clear rather than fuzzy and general.
Concreteness strengthens the confidence. Concrete message has following features:

• It is supported with specific facts and figures.

• It makes use of words that are clear and that build the reputation.
• Concrete messages are not misinterpreted.
6. Courtesy
• Courtesy in message implies the message should show the sender’s expression as well
as should respect the receiver. The sender of the message should be sincerely polite,
judicious, reflective and enthusiastic. Courteous message has following features:

• Courtesy implies taking into consideration both viewpoints as well as feelings of the
receiver of the message.
• Courteous message is positive and focused at the audience.
• It makes use of terms showing respect for the receiver of message.
• It is not at all biased.
7. Correctness
• Correctness in communication implies that there are no grammatical errors in
communication. Correct communication has following features:

• The message is exact, correct and well-timed.

• If the communication is correct, it boosts up the confidence level.
• Correct message has greater impact on the audience/readers.
• It checks for the precision and accurateness of facts and figures used in the
message.
• It makes use of appropriate and correct language in the message.
 Barriers to Communication
• Types of barriers:
• Physical barriers
• Social-psychological barriers
• Cultural barriers
• Language barriers
• Organizational barriers
 Physical Barriers
• Climate
• Time and duration
• Distance
• Fatigue
• Environment
• Disturbance in channel
• Physical distractions
• Physical disability
 Socio- Psychological Barriers

• Personality • Distrust
• Mind set
• Confidence
• Difference in perception
• Self-worth • Difference in attitude
• Emotions • Difference in opinion
• Goals and values
• Status • Cultural difference
• Stress • World view
 Cultural Barriers
• Ethnocentrism
• Stereotyping
• Language difference
• Geographical distance
• Conflicting values
 Linguistic Barriers
• Inappropriate selection of words
• Pronunciation and accent
• Connotation and denotation
• Faulty organization of ideas
• Poor usage of grammar
• Roundabout verbiage
 Semantic Barriers
• Frame of reference
• Use of slangs and jargon
• Idioms and phrases
• Misleading interpretation
 Organisational Barriers
• Turf Wars
• Lack of Trust
• Ego Involvement
• Competition for power, status and
• Lack of Communication Skills rewards
• Closed Communication Climate • Fear of reprisal for honest
communication
• Top- heavy organisational structure • Differing frames of reference
• Long lines of Communication among communicators
 Overcoming Barriers

• Don’t judge or evaluate another person’s statement

• Have empathic understanding
• Prioritize effective listening over speaking
• Ask questions
• Share proper feedback
• Focus on non-verbal cues
• Minimize distractions

• .
 Ethics to Communication
• Ethical communication is a type of communication that is predicated upon
certain values, such as being truthful, concise, and responsible with one’s
words and the resulting actions. As a set of principles, ethical communication
understands that one’s thoughts must be conveyed and expressed effectively
and concisely and that the resulting actions or consequences will [potentially]
be based solely on how the message was communicated. Thus, ethical
communication defines a framework or set of acceptable communication
principles that align with a person or an enterprise’s overarching code of
conduct or code of ethics
 Principles of Ethical Communication
•Honesty
Providing truthful and accurate information without misleading or deceiving the
audience.

•Transparency:
Being open about the intent, purpose, and context of the communication, avoiding
hidden agendas.

•Respect:
Acknowledging and valuing the perspectives, beliefs, and feelings of others, even in
disagreement.
 Principles of Ethical Communication
•Fairness
Ensuring that all parties have an equal opportunity to participate and that no
one is unfairly disadvantaged.

•Responsibility
Considering the potential impact of the communication on others and society,
and being accountable for one's words and actions.

•Confidentiality
Respecting the privacy and confidentiality of sensitive information unless there
is a compelling ethical reason to disclose it.
 Principles of Ethical Communication

•Inclusivity
Striving to include diverse voices and perspectives, avoiding biased or discriminatory language.

•Empathy
Understanding and considering the emotions and experiences of others when communicating,
fostering a compassionate dialogue

•Avoid Plagiarism
Ensuring that all sources of information, ideas, and creative works are properly credited, and
avoiding the use of someone else’s work without appropriate acknowledgement.
Thank- You