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Communication is the transfer of a message
from the sender to the receiver who
understands the message.
The message is the information or instructions
being passed by the sender to the receiver
NEED FOR COMMUNICATION
With out proper communication there will not be any
link between people working in business and the
tasks of management in instructing, guiding,
inspiring and warning people would become
impossible.
Ex., The school will celebrate Republic Day
and the programme will commence from 8.30 a.m.
and Mr. ______ will be the guest.
Shoplifters beware-our surveillance cameras are
watching you.
Process of Effective
communication
Transmission Phase
Message Encoding Medium Decoding
NOISE Receiver
Sender
(now sender)
Decoding Medium Encoding Message
Feedback Phase
Communication Process
Definition
Sender : He/She is the person who starts the
process by sending the message
Medium: The method used to send the message.
Ex. Letters, Memo’s circulars, Meetings,
discussion.
Receiver : The person who receives the message.
Feedback: Reply from the receiver which shows
whether the message has arrived, understood and
acted upon if necessary.
Modes of communication
One way communication: Involves a
message which does not call for a response
or feedback
Two way communication: When the
receiver gives a response to the message
and there is a discussion about it.
Difference between one way and two way
Message sent – one way
Message sent and Feedback received – 2
Way
Internal & External
communication
Internal communication: The messages sent
between people working within the same
organization
Example: A manager talking to workers
External communication: When messages are sent
between one organization and another organization
or outside individual.
Ex. Placing order with suppliers, sending invitation to
parents from school.
External communication is very important to the
image and efficiency of a business, it should be
effective
Ways of communicating
1. Verbal – one to one talk, telephone,
video conferencing, meetings.
2. Written – letters, memos, reports, notices,
faxes, e mail, intranets and internets.
3. Visual – films, posters, charts and diagrams.
Advantages & Disadvantages
of Verbal Communication
Information can given out quickly – meetings
Opportunity for immediate feedback [2 way]
Message can be put across effectively with
body language and facial expressions.
X In a big meeting, it cannot be ensured that
everybody understood the message
X takes more time since feedback is immediate
X it is inappropriate coz., there is no proof in
verbal communication
Advantages of Written
Communication
Evidence of the message will be available and
disagreements can be reduced
Certain messages may be misunderstood, as
per the law safety instructions and other
information should be displayed in written form.
Written message can be sent to all in one go
E form is quick and cheap
Disadvantages of Written
Communication
Direct feedback is not possible and
information overload happens with emails
It is difficult to check whether messages is
received and acted upon
Language may be a barrier and if it is lengthy
receiver may lose interest in reading.
No opportunity for body language to reinforce
the message.
Advantages & Disadvantages
of Visual Communication
Visual communication is appealing, interesting
and attractive than reading letters.
This can illustrate and explain the written
message very clear with picture or photograph
X No immediate feedback is possible and
checking whether the message has reached or
not is impossible.
X Some people cannot understand charts,graphs
& maps, overall message might be
misunderstood.
Forms of Communication
Formal communication: The communication
made with in the official channels and to the
employees, stakeholders etc is called formal
communication.
Informal communication: Communication among
the people working in the organization to satisfy
the personal, cultural interests. This is often
termed as grapevine. Sometimes the managers
use this medium to try out new ideas and to know
the reaction. At times this can be dangerous too,
because it can spread Rumours and gossip.
Communication nets
Communication nets are the ways in which
members of a group communicate with
each other.
Chain network – Company policy
Wheel network – Messages to different
regional offices
Connected network – New ideas or
solutions to problem where group
discussion may be effective
Wheel Network
Chain Network
All Channel Network
Circle Network
Advantages & Disadvantages
of communication nets
Chain network: used for communicating from top
management to lower level.
X – often leads to one way communication.
Wheel Network: Communication with other
departments or regions is easy
X – Concerned departments have no opportunity to
communicate directly
Connected network: Discuss and create new ideas
– 2 way communication is possible
X-time consuming, no clear leader or sender
Direction of communication
Downward & Upward
Communication
Horizontal
Communication
Direction of communication
Down ward communication: Messages that flow
from Managers to subordinates [ mostly one way]
orders, policies etc.
Upward communication: Messages that flow from
those lower down the organization [two way
communication where feed back is important]
Horizontal communication or lateral communication:
Communication between people at the same level
of an organization.
[Marketing manager to production manager.]
Barriers to communication
The failure to communication can take place at any level in the
process of communication, this is called as barriers.
Sender: Poor attitude/ wrong body language, unclear message,
message too long, sent to wrong person.
Medium: Too many people pass on message, message may be
lost, wrong channel used, technical breakdown.
Receiver: lack of trust, poor attitude, does not listen.
Feedback: not sent, unclear not asked for.
How to over come barriers
Sender: ensure language and too technical be avoided.
Message should be clear and feedback asked for,
ensure it goes to the right person, brief message to be sent.
Medium: Insist on feedback, correct & short channel, meetings in
place of circulars, other forms of communication if possible.
Receiver: feedback to be emphasized to ensure understanding,
trust should be there.
Feedback: No feedback asked for, Direct communication more
effective.
