LECTURE 2: COMMUNICATION
FOUNDATIONS
COMMUNICATION SKILLS
Communication is the most valued workplace skill.
Business communication skills are critical to the success of any
organization despite its size, geographical location, and its
mission.
Business communication is interlinked with internal
culture and external image of any organization.
- So it is the determining factor to communicate inside the
organization.
Effective business communication skills assist the
organization in achieving its goal of informing, persuading,
favorable relationship, and building organizational goodwill.
COMMUNICATION SKILLS
Why is there so much evidence that communication skills
are important to your business and professional work
success?
- It’s because regardless of what your job title is, you’ll
spend most of your time communicating with others.
People who communicate effectively do well on the job.
IMPORTANCE OF COMMUNICATION
Communication can be described as the lifeblood of the business.
- No business can develop in the absence of effective external and
internal communication.
Importance of communication can be discussed under two points
of view:
i. Internal communication and
ii. External communication
INTERNAL AND EXTERNAL
COMMUNICATION
Internal communication refers to exchange of information or
message between persons of same organization, e.g. between
employer and employee.
Importance:
i. Better understanding between employer and employees.
- If complaints of employees are forwarded to employer on time and
in the right way it will minimize the chances of misunderstanding.
ii. Greater efficiency
- The sound communication system enables the management to
instruct the supervisions and subordinates on changes of policy -
this results to the increase in efficiency of workers.
INTERNAL AND EXTERNAL
COMMUNICATION
iii. Effective co-ordination:
Effective communication leads to effective co-ordination of
employees e.g. if demand increase the marketing department
will inform the production department to increase its
production.
iv. Proper communication avoids losses
If there is a machine breakdown or shortage the management can be
informed quickly to take timely action to avoid any possible
losses.
External communication refers to exchange of information
between an organization and other organizations or persons
outside the organization
INTERNAL AND EXTERNAL
COMMUNICATION
Importance:
i.Good reputation
Effective communication with customers and either business enables
company establish good reputation this increases prestige of that
company
ii.Improvement in public relations
When a company communicates with general public to keep them
informed of its activities more people become interested to deal with
that company.
iii.Better business prospects
Due to good communication the company can obtain more potential
client or customers.
INTERNAL AND EXTERNAL
COMMUNICATION
iv.Choice of customers
A company can get information about the liking and disliking of
customers. This information will help company produce goods
according to the choice of customers.
v. Job requirements
Most jobs require communication skills such as personnel public
relations, marketing, editing, research, advocates, etc.
Executives are expected to make speeches and give interviews to
media. All these require communication skill.
THE IMPORTANCE OF COMMUNICATION
SKILLS TO YOUR CAREER SUCCESS
Whether you are already working or about to enter today’s
workplace, communication skills are critical to your career
success.
- In making hiring decisions, employers often rank communication
skills among the most requested competencies.
The required communication skills include written and oral
communication, as well as an ability to work with others.
Without effective communication skills your career may suffer.
- The lack of basic oral/written and effective business
communication skills appeared to be a major stumbling block for
new entrants into the job market.
THE NATURE OF COMMUNICATION
Principally, communication is the process of acting on information.
- For instances, someone does or says something, and there is a
response from someone else in the form of an action, a word, or a
thought.
Presenting information to others does not mean that there is
communication, in short information is not communication.
Human communication is the process of making sense out of the
world and sharing that sense with others by creating meaning
through the use of verbal and nonverbal messages.
COMMUNICATION IS ABOUT MAKING SENSE
We make sense out of what we experience when we interpret
what we see, hear, touch, smell, and taste.
We relate what happens to us at any given moment to something
we’ve experienced in the past.
To make sense out of a message we look for patterns or structure.
An effective communicator attempts to learn as much as possible
about his or her listeners so that the message crafted makes sense
to them.
COMMUNICATION IS ABOUT SHARING SENSE
We share what we experience by expressing it to others and to
ourselves.
We use words as well as nonverbal clues (such as gestures, facial
expressions, clothing, music) to convey our thoughts and feelings to
others.
It’s through the process of sharing our understanding of our
experiences that we connect to other humans.
COMMUNICATION IS ABOUT SHARING
SENSE
When we communicate with another person who is physically
present, the communication is transactional.
The transactional model of communication refers to the continuous
exchange of information where both the sender and receiver are
involved in the process and take turns to communicate messages.
As you talk to someone and create meaning, you respond to that
person’s verbal and nonverbal messages even as you speak.
COMMUNICATION IS ABOUT CREATING
MEANING
Meaning is created in the hearts and minds of both the message
source and the message receiver.
- We don’t send meaning by sending a letter to someone; we create
it based on our experiences, background, and culture. Concisely
stated, meanings are in people, not in words.
A word or a nonverbal expression triggers meaning within us.
- The only meaning a word has is when you ascribe meaning to
what you read and see.
COMMUNICATION OCCURS THROUGH
VERBAL AND NON-VERBAL MESSAGES
Words and nonverbal behaviors are symbols used to create
meaning that makes sense to you.
A symbol is something that represents a thought, concept, object,
or experience.
- The words on this slide are symbols that you use to derive
meaning that makes sense to you.
Some symbols are nonverbal, such as the use of gestures, posture,
tone of voice, clothing, and jewelry. Nonverbal messages
primarily communicate emotions such as our feelings of joy or
sadness, likes and dislikes, or our interest or lack of interest in
others.
COMPONENTS OF COMMUNICATION
The most basic components of communication process
include the source (sender), message, channel (media),
receiver, noise, feedback, and context.
Understanding these elements can help you analyze your
own communication with others.
Let’s explore these elements in greater detail.
SOURCE
This is the person responsible for sending the communication. It
can be an individual or a group such as a company, a department, a
government ministry etc.
The source of the message is the originator of the ideas and
feelings expressed.
The source puts a message into a code that can be understood by a
receiver. Putting ideas, feelings, and thoughts into a code is called
encoding.
MESSAGE
The message is the information being communicated by the
source.
As you communicate with others, it’s important to understand two
key dimensions of human communication message, i.e., the
content and relational dimensions that are present during every
communication episode.
- The content of the message is the new information, ideas, or
suggested actions the speaker wishes to express.
- The relational dimension of the message is usually more indirect;
it offers signals about the emotions, attitudes, and amount of
power and control the speaker feels toward others.
RECEIVER
The receiver of the message is the person or organization who
receive the message.
- Just the opposite of encoding is the process of decoding; this
occurs when the receiver interprets the words or nonverbal cues.
When communicating with others, it’s the receiver that will
ultimately determine if your message was successful—whether it
was understood and was appropriate.
Effective communicators are receiver oriented; they understand
that the listener is the one who ultimately makes sense of the
message you express.
CHANNEL
The channel is the means by which the message is expressed to
the receiver.
You receive messages from a variety of channels.
- In business and professional settings you may receive messages via
a mediated channel such as text messages, email, phone, video
conference, Facebook post or tweet.
NOISE
Noise is anything that interferes with the message being
interpreted as it was intended.
- Simply, noise refers to “a disturbance, especially a random and
persistent disturbance, which obscures or reduces the clarity of a
signal”.
- For example, the noise of the traffic around a school obstructs the
smooth flow of information between the teacher and the students.
- Bad weather conditions may also sometimes interfere with the
transmission of signals and may lead to breakdown of the
communication channels.
FEEDBACK
Feedback is the response to a message. It is that message which the
sender receives from the receiver to show the acceptance or
disapproval of message.
Feedback is valuable information that will be used to make
important decisions.
Effective feedback (both positive and negative), is very helpful.
Positive feedback implies that the message has been received,
understood, and accepted; while Negative feedback notifies the
sender that his message has not been properly understood.
- He will, therefore, have to encode the same message in a different
way, so as to enable the receiver‘ to understand it.
FEEDBACK
Feedback plays an important part in the communication process,
because it is desired and expected by both the sender‘ and the
receiver‘.
- The sender‘ wants to know whether and how his message‘ has been
received, and the receiver‘, usually provides a sign indicating that
he has received the message.
Without feedback, communication is less likely to be effective.
Feedback may be immediate or delayed.
- In the case of interpersonal communication it is quick, as the sender
is able to observe the response. However, in the case of a letter,
feedback may be delayed as the receiver‘ will take time to reply.
FEEDBACK
Feedback is very important in business. It is important for the
businessperson to know whether his/her clients and customers are
satisfied with the products and services, or whether s/he needs to
make changes.
Feedback from employees is also necessary to improve the
performance of an organization.
CONTEXT
All communication takes place in some context.
A meeting held in the executive boardroom in comparison to a
brief conversation held around the water cooler is likely to have
different communication expectations.
The context of the executive boardroom will likely result in more
formal communication exchanges than conversation with people
standing around a workroom water cooler.
The physical environment has an effect on how people
communicate.
COMMUNICATION PROCESS
Because communication is a central factor in the emerging
knowledge economy and a major consideration for anyone
entering today’s workforce, we need to look more closely at the
total process of communication.
For our purposes, communication is the transmission of
information and meaning from one individual or group to
another.
The crucial element in this definition is meaning.
COMMUNICATION PROCESS
Communication has its main objective that is transmission of
meaning.
The process of communication is successful only when the
receiver understands an idea as the sender intended it.
Both parties must agree not only on the information transmitted
but also on the meaning of that information.
COMMUNICATION PROCESS
1. Sender Has Idea
The process of communication begins when the person with whom
the message originates—the sender —has an idea.
The form of the idea will be influenced by complex factors
surrounding the sender such as mood, frame of reference,
background, culture, and physical makeup, as well as the context of
the situation and many other factors.
An example a manager sending an e-mail for policy change
announcement to employees.
COMMUNICATION PROCESS
2. Sender Encodes Idea in Message
The next step in the communication process involves encoding.
-This means converting the idea into words or gestures that will
convey meaning.
A major problem in communicating any message verbally is that
words have different meanings for different people.
-When misunderstandings result from missed meanings, it is called
bypassing .
Skilled communicators choose familiar words with concrete
meanings on which both senders and receivers agree.
COMMUNICATION PROCESS
3. Message Travels Over Channel
The medium over which the message is physically transmitted is
the channel .
Messages may be delivered by computer, telephone, cell phone,
letter, memorandum, report, announcement, picture, spoken word,
fax, web page, or through some other channels.
Because communication channels deliver both verbal and
nonverbal messages, senders must choose the channel and shape the
message carefully.
COMMUNICATION PROCESS
3. Message Travels Over Channel
Anything that interrupts the transmission of a message in the
communication process is called noise.
Channel noise ranges from static that disrupts a telephone
conversation to typographical and spelling errors in a letter or e-mail
message.
Such errors damage the credibility of the sender.
COMMUNICATION PROCESS
4. Receiver Decodes Message
The individual for whom the message is intended is the receiver .
-Translating the message from its symbol form into meaning
involves decoding.
5.Feedback Travels to Sender
The verbal and nonverbal responses of the receiver create
feedback ,which is a vital part of the communication process.
COMMUNICATION PROCESS
HOW TO ACHIEVE EFFECTIVE
COMMUNICATION
1. Communicate for a purpose
2. Compose message with care
3. Study your audience (the receiver)
4. Select appropriate medium/channel
5. Provide feedback
6. Act promptly on receiving feedback.
BENEFITS OF EFFECTIVE
COMMUNICATION
1. Healthy relations
2. Better performance
3. High morale/self-esteem
4. Good image unity
5. Reaching final goals
6. Smooth functioning
7. Greater efficiency
8. Higher productivity
9. Effective decision-making
10. Co-operation & Co-ordination
BARRIERS TO COMMUNICATION
The word “barrier” means an obstacle, a hindrance or simply a
problem that comes in a way of transmission of a message and
blocks the process, either completely or partially.
Communication will be effective if it flows speedily and smoothly
in an uninterrupted flow.
Different types of barriers arising in the communication are
explained in details here. Also the ways to overcome them for
establishing effective communication.
BARRIERS IN COMMUNICATION
1. Physical or environmental barriers:
These includes factors like external noise, distance and time
difference, defects in the communication system, wrong selection
of medium and physiological defects like stammering, hearing
defects, mumbling while speaking etc.
Physical barriers can be overcome by;
- The use of loudspeakers and microphones can remove the
barriers of noise and distance in crowded places like railway
stations.
- Technological advancement has helped in reducing the
communication gap arising due to time and distance .
- It is possible to make an alternative arrangement, should the
technological instruments fail.
BARRIERS IN COMMUNICATION
2. Language or Semantic barriers:
Language is the main medium of communication and words are its
tools.
- Language proves to be a barrier in different ways, such as
difference in language, use of jargon or unfamiliar terminology,
wrong pronunciation, misinterpretation of words and use of
ambiguous words.
Language or Semantic Barriers can be overcome
- if the sender and the receiver choose a language which both of
them understand very well.
- Help from a translator or an interpreter also helps in overcoming
the language barrier.
- Careful study and accurate use of language
- Jargon should be avoided.
BARRIERS IN COMMUNICATION
3. Psychological barriers:
Psychological barriers are created in the mind. Not all
communication can result in understanding.
- Due to factors like emotional interference within sender’s or
receiver’s mind, as well as a mind which refuses to accept an
idea or opinion on a subject, because it is different from his idea
i.e. a closed mind.
Overcome these barriers by
- Adopting flexible and open-minded attitude
- Training of listening skills as well as listening to different
views
- Exposure to different environment, views will help to broaden
outlook
BARRIERS IN COMMUNICATION
4. Cultural Barriers
They arise when people from different cultures insist on preserving
their cultural identities and at times, judge the other cultures as
inferior to their own.
- Cultural differences give rise to a great deal of complexity in the
encoding and decoding of messages not only because of the
difference in languages, but also because of plenty of culture-
specific assumptions at work in the mind of the sender as well as
the receiver.
- Different perception on each others’ social values, body
language, social behavior and manners, etc., depending upon
their own standards, attitudes, customs, prejudices, opinions,
behavioral norms, etc.
OBSTACLES THAT CREATE
MISUNDERSTANDING
1. Lack of Language Skill.
No matter how extraordinary the idea, it won’t be understood or
fully appreciated unless the communicators involved have good
language skills.
Each individual needs an adequate vocabulary, a command of
basic punctuation and grammar, and skill in written and oral
expression.
Moreover, poor listening skills can prevent us from hearing oral
messages clearly and thus responding properly.
OBSTACLES THAT CREATE
MISUNDERSTANDING
2. Bypassing
One of the biggest barriers to clear communication involves words.
Each of us attaches a little bundle of meanings to every word, and
these meanings are not always similar.
Bypassing happens when people miss each other with their
meanings.
3. Distractions
Other barriers include emotional interference, physical distractions,
and digital interruptions.
OBSTACLES THAT CREATE
MISUNDERSTANDING
4. Differing Frames of Reference
Another barrier to clear communication is your frame of reference .
Everything you see and feel in the world is translated through your
individual frame of reference.
Your unique frame is formed by a combination of your experiences,
education, culture, expectations, personality, and other elements.
As a result, you bring your own biases and expectations to any
communication situation.
Because your frame of reference is different from everyone else’s,
you will never see things exactly as others do
METHODS OF COMMUNICATION
Categorized into Verbal and Non-verbal, as shown in the table
below:
Selection of the methods should be based on:
1. Speed 2. Accuracy 3. Circumstances 4. Confidence and safety 5.
Expenses 6. Impression 7. Feedback
METHODS OF COMMUNICATION
Oral/written skills are especially important today’s market.
Technology enables us to transfer messages at a fast rate, more
frequent and at a broader scope than before.
These skills take on a new importance because many people are
not working together under one roof. They stay connected through
spoken and written messages.
You are not born with the abilities to read, listen, speak, and write
effectively. These skills must be learned and practiced to make it
perfect.
ORAL COMMUNICATION
Oral communication is communication by means of spoken words.
Principles of oral communications:
1. Know your objective
2. Know your audience
3. Know your subject
4. Know how to use your voice
5. Know how to use body language
6. Know when to stop
ORAL COMMUNICATION-ADVANTAGES
1. It is direct and time-saving
2. It conveys the exact meaning of words
3. It is cost-effective
4. It provides immediate feedback
5. Confidential messages can be communicated
6. Develop relations
7. On-the-spot modification of the message is possible
8. It is informal and friendlier
9. Motivates the speaker
ORAL COMMUNICATION-ADVANTAGES
10. It minimizes misunderstandings because communicators can
immediately ask questions to clarify uncertainties.
11. It enables communicators to see each other’s facial expressions
and hear voice inflections, further improving the process.
12. It is also an efficient way to develop consensus when many
people must be consulted.
ORAL COMMUNICATION-DISADVANTAGES
1. It lacks legal validity
2. Possibility of misunderstanding
3. It lacks accountability
4. Problem of retention (lacks memory)
5. The need for good speaking skills
6. Not always effective if the receiver do not pay attention
7. Lacks planning
8. Diversion of subject matter
WRITTEN COMMUNICATION-
ADVANTAGES
Written communication is the expression of language by means
of visible signs.
1. Permanent record and hence support reference.
2. Legal validity
3. Wider reach
4. Suitable for lengthy messages
5. Less chances of misunderstanding
6. Fixing responsibility
7. Accurate & organized
8. Aids memory & retention
9. Goodwill
10. Corporate image
WRITTEN COMMUNICATION-
DISADVANTAGES
1. Feedback is slow
2. Problem of storage
3. Lacks friendliness
4. Unsuited to countries where illiteracy rate is high
5. Problem of instant clarification
6. Problem of writers
7. Problem of communicating secret information
8. Time, trouble & expenses
NON-VERBAL COMMUNICATION
In business communication, verbal (oral and written) skill is much
more emphasized.
However, most of us fail to realize that a great deal of our
communication is of a non-verbal form as opposed to the oral and
written forms.
Nonverbal communication includes facial expressions, eye
contact, tone of voice, body posture and motions, and positioning
within groups. It may also include the way we wear our clothes or
the silence we keep
NON-VERBAL COMMUNICATION
Knowledge of non-verbal communication is important to
managers who serve as leaders of organizational "teams," for at
least two reasons:
1. To function effectively as a team leader the manager must interact
with the other members successfully. Non-verbal cues, when
interpreted correctly, provide him with one means to do so.
2. The team members project attitudes and feelings through non-
verbal communication.
- Some personal needs such as approval, growth, achievement, and
recognition may be met in effective teams.
- The extent to which these needs are met is closely related to how
perceptive the team leader and team members are to non-verbal
communication.
If the team members show a true awareness to non-verbal cues,
the organization will have a better chance to succeed, for it will
be an open, honest, and confronting unit.
