Communica-

tion
What is
communication?

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 Communication is the process of sending and receiving
messages through verbal and nonverbal means including speech
or oral communication, writing or written communication, signs,
signals, and behavior.

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 What are the most common ways or
methods on how we COMMUNICATE
with people around us?

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 VERBAL COMMUNICATION
Verbal communication consists of sharing
thoughts through the meaning of words.

Verbal communication is the expression of

information through language which is
composed of words and grammar.”

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VERBAL COMMUNICATION MAY BE
TWO TYPES:
ORAL and WRITTEN Communication.

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ORAL
COMMUNICATION
 In oral communication,
spoken words are used
 It includes face-to-face
conversations, speech,
telephonic conversation,
video, radio, television,
voice over internet
 Communication is
influenced by pitch, volume,
speed and clarity of
speaking
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 It brings quick feedback
 In a face-to-face conversation, by reading
facial expression and body language one
can guess whether he/she should trust
what’s being said or not
 More personal and informal
 Makes immediate impact

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 A word once uttered can’t be taken
back.
 Impact may be short
lived.
 It can/can’t be forgotten easily.
 There is no legal evidence of oral
communication.

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WRITTEN
COMMUNICATION
 Written signs or symbols are
used to communicate
 Can be transmitted via
email, letter, report,
memo, etc.
 Most common form of
communication being used
in business

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 Creates a permanent record
 Allows you to store information for
future reference
 Easily distributed
 All recipients receive the same information
 Written communication helps in laying down apparent
principles, policies and rules for running of an organization.
 It is a permanent means of communication. Thus, it is useful where
record maintenance is required.

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 Effective written communication
develops and enhances an
organization’s image
 It provides ready records and
references
 It assists in proper delegation of
responsibilities
 Necessary for legal and binding documentation

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 Written communication does not
save upon the costs.
 If the receivers of the written
message are separated by distance
and if they need to clear their doubts,
the response is not spontaneous.
 Written communication is time-consuming
as the feedback is not immediate.
 Poor writing skills and quality have a negative impact
on organization’s reputation.
 Too much paper work and e-mails burden is involved

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Common Etiquettes in Written Communication
Focus on format
The various formal writing forms have a pre-determined,
universally accepted format that accompanies them.

Structuring of the content

While writing one should ensure that the content is well organized,
with the overview/basic details comprising the introduction

Ensuring connectivity
The content that comprises a piece of writing should reflect fluency and should be
connected through a logical flow of thought, in order to prevent misinterpretation
and catch the attention of the reader.

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Steering clear of short form
People may not be aware of the meaning of various short forms and may thus
find it difficult to interpret them.

Importance of grammar, spelling and

punctuation
Improper grammar, spelling and punctuation can at worst
cause miscommunication and at least results in unwanted
humor and should be thus avoided.

Importance of creativity
In order to hold the readers' attention one needs to be
creative to break the tedium of writing and prevent
monotony from creeping in.

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Avoiding excessive use of jargon
Excessive use of jargon can put off a reader.

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Good writing features:

Completeness
Correctness
Credibility
Clarity
Conciseness
Consideration
Courteous

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Types of Writing

E-mails
Letters and Memos
Agendas
Reports
Promotional Material
Academic Documents
Research (scientific) manuscripts
White Papers

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NON VERBAL COMMUNICATION

“Non-verbal communication includes

any communication occurring without
the use of words.”

“It is a communication
that takes place through non-verbal cues:
through such form of non-verbal
communication as gesture, eye contact,
facial expression, clothing and space; and
through the non-verbal vocal communication
known as Para-language.”
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 Forms of Non Verbal Communication

Eye Contact
Eye contact, a key characteristic of nonverbal
communication, expresses much without us-
ing a single word.

Eye contact also establish the

nature of a relationship.
Facial Expres-
sions
Facial expressions are the key characteristics
of nonverbal
communication. Your facial expression can
communicate
happiness, sadness, anger or fear.
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 Posture Posture and how you carry your self tells a
lot about you.
How you walk, sit, stand or hold your head
not only indicates your current mood, but
also your personality in general.

Haptic or Touch
Haptic communication is communicating by
touch.
Touch or Haptics is the characteristic of
nonverbal communication and used when we
come into physical contact with other people.

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 Gestures
A gesture is a characteristic of nonverbal
communication in which visible body actions
communicate particular message.

Gestures include movement of the hands,

face, or other parts of the body.
Personal space
Personal space is your "bubble" - the space
you place between yourself and others. This
invisible boundary becomes apparent only
when someone bumps or tries to
enter your bubble.
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No use of Different May conflict Shows feelings
words meaning with and
verbal mes- attitudes
sage

Culturally Vague and Largely Informality

determined imprecise uncon-
scious

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 Verbal V.S. Non Verbal
Communication

Although verbal communication is easier to understand,

non-verbal communication is essential to understand not
only a message, but more importantly, the feelings behind
the message.

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 ORGANIZATIONAL CHANGE

Organizational Change refers to a

modification or transformation of the
organization’s structure, processes or goods.

It is a change that has an impact on

the way work is performed and has
significant effects on staff.

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Organization Changes can be:

 In the structure of an organization

 In the structure of an organizational
operation and size of a work-
force
In working hours or practices
 In the way roles are carried out
 In the scope of a role that results
in a change in the working situation,
structure, terms and conditions or
environment

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TYPES OF
CHANGES

Planned Change
It is change resulting from a deliberate
decision to alter the organization. It is
an intentional, goal – oriented activity.

Unplanned Change
It is imposed on the organization and is
often unforeseen.

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Forces for Change in Organization

External Forces Internal Forces

 Technological  Changes in managerial

change personnel
 Globalization  Declining effectiveness
 Social &  Changes in work climate
Political changes  Deficiencies in existing
 Workforce system
diversity  Crisis
 Employee expectation

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CHANGE AGENT
Change Agent is anyone who has
the skill and power to stimulate,
facilitate, and coordinate the
change effort.

Roles of Change Agent

Consulting
Training
Research

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Skills of Change Agent:

Empathy
Empathy leads to improved communication
and understanding between the change
agent and organization members.

Linkage
This refers to the extent to which the
change agent and organization members
are tied together in collaborative activities.

Proximity
This refers to the physical and psychological
closeness of the change agent and
organization members.
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 Structuring
This factor refers to the ability of the change agent
and organization members to clearly plan and
organize their activities concerning the change effort.

Openness
This characteristic refers to the degree to which the
change agent and organization members are willing
to hear, respond to, and be influenced by one an-
other.

Reward
This refers to the nature and variety of potential
positive outcomes of the change effort that might
accrue to the change agent and organization members.

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 THANK YOU!
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