PROFESSIONAL

COMMUNICATION
202001215
 SYLLABUS –
PROFESSIONAL
COMMUNICATION
U N D E R S TA N D I N G C O M M U N I C AT I O N

DEVELOPING LISTENING SKILLS

DEVELOPING SPEAKING SKILLS

DEVELOPING READING SKILLS

DEVELOPING WRITING SKILLS

I N T E G R AT I N G L A N G U A G E S K I L L S
 UNDERSTANDING
COMMUNICATION
Origin, Definition &
Concept of Communication Formal-Informal
Process

Technical – Common Place Verbal – Non-Verbal

COMMUNICATION: INTRODUCTION
Latin (Communicare)

Latin (Communicatio)

English (Communicate)
 COMMUNIC ATI ON: DEF INI TI ONS

“Communication is the sum of “Communication is an

all the things one person does exchange of facts, ideas,
when he wants to create
opinion or emotion by
understanding in the mind of
another. It involves a systematic two or more persons.”
and continuous process of
telling, listening and
- Newman and Summer
understanding.”

- Louis A. Allen
COMMUNIC ATI ON: PROCESS

Ideation Sender

Encoding Channel/Medium

Noise Decoding

Receiver Feedback
 COMPONENTS OF C OMM UNI CATI ON
PROCESS
Ideation Sender
• What & What Not? • Giving codes to the
• A chunk of thoughts
Information • Verbal or Non-
Verbal
Selecting an
Converting
Idea

Receiving Storing in Selecting • Appropriate

Channel
through 5 Brain a
• Reduces level of
Senses Message Noise
(Mental Selecting
Images) to SHARE Medium
 COMPONENTS OF C OMM UNI CATI ON
PROCESS
Encoding Medi um / Channel
Selecting
Mental Images
an Examples Selection
Medium
Verbal or Non- Appropriate
Which
Air Channel/
Verbal Codes Medium?
Medium
•Converting Mental Images into
Verbal/Non-Verbal Codes
Reduces
•Means of Sharing – Language Must be Multiple
Mediums
Signals/
Network
level of
Noise
COMMON
•Consider the Audience or the Receiver
 COMPONENTS OF C OMM UNI CATI ON
PROCESS
Nois e D ecodi ng
•Convert Verbal/Non-Verbal Codes into Mental Images
•Mean of Understanding – Knowledge & Experience
• Meaning Making/ Understand the Message
Internal Noise External Noise

•Unwanted sounds in communication is Noise

Verbal/Non-
Mental Images
•Noise can be Reduced, not Removed Verbal Codes

•Internal Noise – Defect in the Medium

•External Noise – Environmental disturbance
 COMPONENTS OF C OMM UNI CATI ON
PROCESS
Receiver Feedback
Receive Information Ideas, Thoughts, Clarification and Confirmation
Emotions Ensure Understanding & Correct
Interpretation
Decoding Meaning – Understanding, Gauge Improvement and Adjustment
Contextual Interpretation
Build Relationships
Providing Feedback Verbal, Non-Verbal,
Positive, Negative, Emotional Performance Evaluation

Emotional Regulation
Filtering, Selectivity, Retention, Memory
Closing Communication Loop
 TWO W AY PROCESS OF
Ideation COMMUNIC ATI ON

Channel/
Sender Encoding Decoding Receiver
Medium

Role
Switching Noise Role
Switching

Channel/
Receiver Decoding Encoding Sender
Medium
 FLOWS OF COMMUNICATION

“Communication flows describe

Formal Flows Informal Flows
the paths along which
• Downward • Grapevine
information travels within an • Upward
• Horizontal
organization or between
• Diagonal
individuals.”
 FORMA L FLOWS OF COMMUNI CATION
D ownw ard Upw ard
•Feedbacks & Suggestions
Higher Levels •Reports & Requests
•Employees submit monthly performance reports
•Feedback about recurring customer complaints.
Lower Levels
•Instructions Higher
•Policies Levels
•Feedbacks from Superiors
•A CEO sends mail regarding goals for upcoming year Lower
•A manager explains procedures for submitting Levels
expense reports.
 FORMA L FLOWS OF COMMUNI CATION
Horiz ontal/Lateral Diagonal
•Less Formal – No Hierarchical Relationships – Speed up
Processes & Collaborate
•A junior engineer directly contacts a senior marketing
Similar Similar executive to discuss a new product feature.
Levels Levels •An HR specialist reaches out to a department head in another
division to coordinate a company-wide training session.

•Facilitates Coordination CEO

•Add Collaboration among Departments Managers

•Two project managers from different departments meet to
coordinate their efforts on a shared project. Counselors
•Team members collaborate via a group chat to solve a
Employees
technical issue.

Workers
I NF OR MAL F LOWS OF COMMUNI CATION

Informal communication flows,

often referred to as the Spontaneity Speed
"grapevine," occur naturally
within organizations outside of
formal communication channels.
Social
These flows are spontaneous, Flexibility
Bonds
casual, and typically not officially
documented. Informal
communication can be influential
in shaping organizational culture Feedback
and employee relationships
 GRAPEVI NE COMMUNI CATION

Casual Rumors &

Conversation Gossips Benefits Challenges
Enhanced
Accuracy
Relationships

Social Medial & Peer-Peer Quick

Rumor Control
Messaging Mentoring Dissemination

Morale Boost Exclusivity

Non-Verbal Problem
Misinterpretation
Communication Identification
 LEVEL S OF COMMUNI CATION

“Communication occurs at various

levels, each serves to the distinctive
purposes and contexts. Knowing Interpersonal Intrapersonal Extra Personal

them is a way to communicate

effectively in conveying messages,
fostering relationships and achieving Organizational Mass
Communication
organizational goals.”
I N T E R P E R S O N A L C O M M U N I C AT I O N

Exchange of Ideas,
A conversation
Thoughts, Feelings,
Between Friends
and Information

Verbal or
A job Interview
Nonverbal
Direct, Face-To-
Face Interaction
between two or
more people.
I N T R A P E R S O N A L C O M M U N I C AT I O N
SENDER = RECEIVER

Thoughts, Self-Reflection,
Internal Dialogues

Communication
Rehearsing A Decision Making,
Within an
Speech Personal Insight
Individual

Thinking Through a
Decision Making
H
U
M
A
N Animals God Plants Machines

EXTRA-PERSONAL COMMUNI CATI ON

Communication between Humans and Non-Human Entities is called Extra-
personal Communication

Requires Feedback Based

Sender Receiver
Coordination & on Closeness &
Transmits Responds
Understanding Frequency
 ORGANI ZATIONAL COMMUNIC ATION
“Organizational Communication is the
exchange of Information, ideas and views
within or outside the organization. It is
mostly a formal and objective form of Internal- External-
communication. Operational Operational

It may include both verbal and non-verbal

and communication in terms of employees
of an organization i.e. Individuals, Groups, Personal
Departments...” Communication
T YP ES OF O RG AN I Z ATI O NA L C O MMU N I C ATI O N

Internal Operational External Operational Personal Communication

• To carry out Operations of • To Operate organizational • To interact with peers within an
Organization at Internal Level – interaction with people outside of organization without any Business
Strategic an Organization purpose
• Part of Same Organization • People does not belong to the • Personal Feelings and Ideas
• Workers – Managers – Directors … same organization • Among the Employees of the
• Customers – Suppliers – Agencies Organization
– Public
 MASS C OMM UNI CATI ON
“Mass Communication is the process of
sharing Information with a large audience. It
focuses on particular resources for
transmitting information to numerous
receivers.

Medium
Sender
Radio, Television, Receiver
A person or a
Social Networking, A large Audience
Representative
Newspaper
 CHAR ACTERISTICS
Use of Mass Media Covers Wide Area

Large, Heterogeneous,
Specific Objective
Scattered, Unknown Audience

Lack of sensory Richness Use of Technological Mediums

Public Transmission of Presence of a

Messages Gatekeeper/Mediator

Rapid and Continuous

One Way – Delayed Feedback
Transmission
 TYPES OF
COMMUNIC ATI ON

FORMAL - INFORMAL

TECHNICAL – COMMON-PLACE

VERBAL – NON-VERBAL
 TYPES OF C OMMUNI CATION
Aspects Formal Communication Informal Communication
Specific/Predefined Structure Casual and Unstructured
Structure & Protocol Official Rules and Procedures No Rules or Protocols
Documented & Traceable Typically not documented

Official channels Unofficial Channels

Channels Hierarchical and Line of Authority More Horizontal, Bypass Hierarchical Levels

Official Matters, Policy Dissemination, Reviews, Social Matters, Build Relations, Share Personal
Purpose Instructions Opinions, Quick & Unofficial Updates
Ensure Clarity, Consistency, & Record Keeping Foster camaraderie, Easy Flow, Support Networks

Professional and Official Language Casual and Everyday Language

Language & Tone Tone: Serious, Respectful, Impersonal Tone: Friendly, Personal, Relaxed

Slow due to protocols, Need of Documentation Faster – No Formalities, Approvals

Speed & Flexibility Less Flexible Flexible, Spontaneity, Quick

Facilitates Quick Problem Solving, Decision-Making

Role in Organization Ensures Clarity, Consistency and Documentation
Enhance Team Spirit

Example Business Meeting, Official Letters, Newsletter Text Messages, Social Gathering, Conversation
 TYPES OF C OMMUNI CATION

Aspects Technical Communication Common-Place Communication

Conveying specialized information, Everyday interaction, sharing general

Purpose instructions, or data information

Experts, professionals, or individuals with

Audience specific knowledge
General public, friends, family, coworkers

Language & Specialized, precise, often includes jargon

Simple, general, uses everyday language
Vocabulary or technical terms

Detailed, focused on accuracy and Broad, focused on general understanding

Content specificity and social interaction

Professional, academic, or technical

Context settings
Informal, social, or casual settings
 TYPES OF C OMMUNI CATION
Aspects Technical Communication Common-Place Communication

Technical reports, user manuals, scientific Casual conversations, social media posts,
Example papers, engineering specifications informal emails, daily instructions

Structured, often follows specific formats and

Format standards
Flexible, informal, no strict format

Clarity & High importance, aims for unambiguous Clarity important but can tolerate
Precision understanding ambiguity

Technical documents, specialized software, Everyday communication tools like phone

Tools & Media presentations calls, chats, emails

Facilitates social bonding, everyday

Role in Facilitates precise, accurate exchange of
functioning, and general information
Communication complex information
exchange
 Listening

Speaking
Verbal
Reading

Writing

Kinesics

Proxemics
Types of Communication

Chronemics
Non-Verbal

Paralinguistic
 NON-VERBAL COMMUNI CATION:
DEFI NITI ON

Nonverbal communication is the process of sending and

receiving messages without using words, either spoken or
written. Also called manual language.
- Richard Nordquist
KINESICS: NON-VERBAL SKILLS
T H E S T U D Y O F PA R T S O F B O D Y A N D B O D Y M O V E M E N T S
 BODY LANGUAGE
According to Albert Meharabian,
Posture
an eminent Neuro Linguist, in
communication, words carry
Facial 7%, tone 38%, body language
Gesture
Expressions
Body 55% of the meaning.
Language
Without it verbal communication
fails to convey ideas, emotions
Eye Contact Appearance and feeling of communicator.
Defensive Arrogance Annoyed Happy Irritated Irritated

The way a person moves, including fidgeting, pacing,

or crossing arms, can communicate feelings and
attitudes.
 POSTURE VS. GESTURE
Gesture Posture Gestures Meaning
A movement of part
The position of a Pointing finger at To indicate person
of the body, especially
person’s body or body someone or thing
a Hand or the head, to
parts
express an idea
Uncertainty,
Hand behind head
Only involve the part Involves the whole Confusion
of the body body
Head Shake Disagreement
Can be used to
Do not replace words
replace words Head Nod Agreement
Used to indicate Reveals Confidence Dominance,
Attitude and Emotions level, Mood, Attitude Palm Down
Confident
 EYE CONTACT

Eye contact can indicate

Eye Movement Meaning
interest, attention,
aggression, or avoidance Direct Eye Contact Confidence, Firmness

To Avoid Eye Contact Lie, Fear, Loss of Confidence

Stare Anger, Surprise

PERSONA L APPEARANCE
 PERSONA L APPEARANCE
First impressions are very important - they
can be about attitude as well as dress

Physical appearance can be a key Audience sitting in front of your is always

judging You.

factor in nonverbal communication,

The clothes - black, navy, gray, and brown

and can include clothing, hairstyle,

Accessories – Total 7 in Numbers including
Watch, Pen, Belt, Shoes, Perfume, Spectacles
body type, and other factors.
Hair Dressing – Neat and Tidy
 PROXEMICS : NON-VERBAL
THE STUDY OF PHYSICAL DISTANCE AND ITS INFLUENCE ON HUMAN COMMUNICATION
 AN ANTHROPOLOGIST (The study of human beings
and their ancestors through time and space and in
relation to physical character, environmental and social
relations, and culture)

Personal Space
1. Based upon their experiences and
preferences
2. The level of Comfort and Preferences
3. Cultural Norms regarding Closeness
4. Environmental Factors
5. The Sign of Power and Authority

EDWARD T. HALL
 Public – 12 feet
Social – 4 to 12 Feet
Personal – 1.5 to 4 Feet
Intimate – 0 to 1.5 feet

Reserved for Romantic/Intimate Partners

Channels: Phone Calls, Haptic, Subtle Touches

Reserved for Relatives, Friends, Close Colleagues

Channels: WhatsApp, Messenger, Phone Calls,

Reserved for Coworkers or Professional Peers

Channels: E-Mails, Interest Groups, GDs, Meetings

Reserved for Mass Audience Communications

Channels: Facebook, Instagram, Public Speech
PROXEMICS – STUDY OF DISTANCE
Intimate Space Personal Space
Romantic Partners, Friends, Family,
Lesser than 1.5
Closest Friends, 1.5 to 4 Feet Close
feet
Family Acquaintances

Holding a Cultural
Use of Haptics,
Use of Less Verbal Conversation – See Differences,
Non-Verbal
Communication Expressions & Eye Personal
Communication
Movement Preferences

People close to
you – Embracing, Hand Shaking is
Touching, Allowed
Whispering
PROXEMICS – STUDY OF DISTANCE
Social Space Public Space
Professional
Normal Social Settings,
4 Feet to 12 feet 12 Feet Minimum
Interactions Addressing a
Group of People

Audience is
Celebrities, High-
Distant Acquaintance Use of Verbal & Non- Unknown, Safety
Profile Individuals,
and Colleagues Verbal Communication Measures, Sign of
Public Speeches
Power

People Known to you –

General Talks, Used for Public
Discussions, Classroom Speaking
Interactions
 SPACE & CULTURE

Japanese Indian American Russian British Islamic

I DENTI FY THE FOUR SPACES IN
FOLLOWI NG PI CTURE…
CHRONEMICS: NON-VERBAL SKILLS
T H E U S E O F T I M E I N H U M A N C O M M U N I C AT I O N
 CHRONEMICS – STUDY OF TIME
Biological Personal Physical Cultural
Time Time Time Time
Monochronic Time
Time Flies when in
Biological Rhythms • One thing at a time
FUN Time of the Day, • Giving full energy to a
Weeks, & Seasons specific task
• Small Precise Segments

Moods and Interest

Rest and Wake-up
Level
Polychronic Time
Times when • Multiple things
behavior are Simultaneously
Natural Drop of acceptable of • Giving priority to a
Movie or Class unacceptable specific task out of many
Energy at 10, 2, 4
• Flexible Schedules

https://www.youtube.com/watch?v=zn_sZsv1OkA
 Monochronic Polychronic

Schedule Activities One thing at a time Multiple Activities

Rigid/Structured – Get the plan Flexible/Fluid – Often willing

Approach to time
achieved on time to change plans

Agendas/ Schedules Strict Adherence General Adherence

Focus Task/Goal Oriented Relationships and Big Picture

Timeliness/ Depends on the situation and

Important across the Board
Promptness People Involved
Committed to People and
Commitment Committed to Job and End Results
Relationships
CHRONEMICS: NON-VERBAL SKILLS
E F F E C T I V E U S E O F T I M E I S T H E K E Y TO S U C C E S S

Time in Terms of Effective use of time

Environmental When to talk what
Conditions and with whom

Time in Terms of Less time – Negative

Physical Time given More time – Negative
to an Individual or 70-80% of Time -
Group Positive
PARALINGUISTICS : NON-VERBAL SKILLS
T H E A S P E C T S O F H U M A N C O M M U N I C AT I O N W I T H O U T W O R D S

Accent Speech Rate

Pitch Modulation

Volume Fluency
 BA RRI ERS TO COMMUNICATION

• Conveying meaningful
“Communication barriers are the Communication information – Sender-
Message-Receiver
problems that arise at every stage of
the communication process and have • Obstacles that
Barriers prevents to complete
the potential to create tasks

misunderstanding and confusion.”

• Aspects/Conditions
Communication
- Louise E. Boone Barriers that interfere effective
exchange
 TYPES OF BARR IERS

Physical Physiological Psychological Semantic Cultural Organizational

Faulty Complex Age – Complex

Memory Frustration
Channels Sentences Generation Gap Structure

Noise in Grammatical Economic

Discomfort Perception Policies
Environment Errors Position

Conflicting Status
Interruptions Poor Listening Stress Religion
Signals Difference

Technological Lack of Inadequate

Perception Jargons Education
Failures Attention Facilities

Information Limitations of
Depression Language Social Status Poor Planning
Overload Human Body
 7 C’ S OF EFF ECTIV E C OMMUNI CATI ON

Clarity Conciseness Completeness Concreteness Cohesive Coherent Courtesy

Be factual & Logical Link Be Polite,

Clarity of Introduction- Logical
Short & to the provide Between the Respectful
Ideas & Body- Development
Point necessary Ideas & and
Thoughts Conclusion of Ideas
examples Sentences Professional

Make Logical
Keep it Avoid Convey all Authenticity, Use of Consider your
Sense in the
Simple & easy Unnecessary necessary Rational Linking Tone is
ideas being
to Understand repetition facts Information devices Important
generated

Scott M. Cutlip and Allen H . Center

THANK YOU