Communication Skills

Semester - I
Unit-1
Basics of Organizational Communication:

Presented By:
Priyanka Tiwari
 Contents
Contents

• Communication: Meaning
• Communication: Elements
• Communication: Process
• Communication: Types
• Flows of Communication
• Barriers to Communication
• Basics of professional communication
• Professional Ethics
• Time-management Respect for Deadlines and Corporate Culture
 Communication Meaning
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The word communication is used in common talk, usually, to mean

speaking or writing or sending a message to another person.
Communication is really much more than that. Communication is a dynamic
interactive process that involves effective transmission of ideas, thoughts,
information and values through verbal and non-verbal methods and suitable
channels. It involves ensuring that your message has reached the target
audience, (that is, the persons to whom it is sent) and that the receiver
understands and responds as you want them to. It also involves ensuring
that you yourself are able to understand, interpret, and respond to
messages that you receive. Communication is an important aspect of
behaviour; human communication is affected by all factors that influence
human behaviour.
 Communication Meaning
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The crucial element is meaning. Communication has as its central

objective the 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.
When we talk about some profession it is called a technical or professional
communication. Technical communication is about business and industry. It
focuses on the information about products and services – how to
manufacture them, market them, manage them, deliver them, and use
them. The thumb rule of communication is that one should communicate to
express, and not to impress, to make understand, and not to confuse.
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General communication contains basically casual talks but on the other

hand technical communication contains formal talks where both the parties
aware about the specific topic of conversation. Technical Communication
contains technical words and technical message. It is mostly formal so far
as organization, presentation, style, medium and language are concerned.
It follows a set pattern. It may be in both forms of communication; oral and
written. It is always for a specific audience.Thus it is usually scheduled in
advance and has pre-arranged participants and pre-set agenda like a
meeting, an interview, a conference, a presentation.
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 Elements of Communication
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In order to analyze the activity of communication, we must know the

elements involved in the process of communication. There are seven
elements or factors which make up the process of communication:
1. Source /Sender, is the one who initiates the action of
communicating
2. Audience/Receiver is the person(s) for whom the communication
is intended
3. Goal/Purpose is the sender's reason for communicating, the
desired result of the communication
4. Message/ Content is the information conveyed
5. Medium /Channel is the means or method used for conveying the
message
6. Feedback is the receiver's response to the communication as
observed by the sender
7. Environment /Context is the background in which the
communication takes place.
Process of Communication
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 Process of Communication
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Whether it is an informal social situation or a formal academic or
professional situation, we need to share information, ideas, and
knowledge with others. However, this process of sharing
information is a symbolic interchange, which is both dynamic and
interactive, and results in an exchange of meaning and
understanding. Let us look more closely at the whole process of
communication.
1. Ideation:
The process of communication begins with ideation, which refers
to the formation of the idea or selection of a message to be
communicated. The sender initiates the process of
communication. The sender has to be clear about the purpose
(or goal or objective) of the communication and about the target
audience (or receiver) of the communication; that is, the sender
decides why and to whom to send a message. Conscious or
intended communication has a purpose. We communicate
because we want to make someone do something or take some
action, or think or feel in a certain way, that is, to influence the
person.
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2.Encoding:
Encoding is the next step in communication. The source has to
decide what information to convey and create the message (or
content) to be conveyed by using words or other symbols which
can be understood by the intended receiver. The process of
putting the idea into symbols is called encoding; in order to
encode, the sender has to select suitable symbols which can
represent the idea, and can be understood by the receiver.Also
he has to select an appropriate communication form.
3.Transmission -channel or medium:
Transmission refers to the flow of the message over the chosen
channel.The sender also choosesa suitable channel or medium
(like mail, e-mail, telephone, face-to-face talk,) by which to send
the message. The choice of the medium depends on several
factors like urgency of the message, availability and
effectiveness of a medium, and the relationship between the two
communicants. The medium should be free from all kinds of
barriers.
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Sender's functions make up half the process of communication. The

functions of the sender are:
1. Being clear about the goal/purpose of the communication
2. Finding out about the understanding and needs of the target audience
3. Encoding the required information and ideas with symbols to create
the message to suit the receiver/ audience
4. Selecting the medium to send the message
5. Making efforts to get feedback, that is, finding out the response of the
target audience
The receiver also feels a reaction to the message; this reaction may be
conscious or unconscious; it may cause some change in the receiver's
facial expression. It definitely leads the receiver to think. The receiver
may take some action, if required. He may also reply to the message.
This response or reply is feedback.
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Receiver's functions complete one cycle of the process of

communication. The functions of the receiver are:

1 Attending to the received message, that is, listening, reading or

observing
2 Decoding the received message
3 Interpreting and understanding the meaning of the message
4 Responding to the message
5 Giving feedback to the sender of the message

This is a simplified description of a single cycle in the process of

communication. Communication really takes place in several cycles and
the two persons take turns and alternately carry out functions of sender
and receiver.
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This one-way routine is only a part of the communication process. For

the communication to be complete, the sender must know whether the
receiver has got the message, understood it in the way it was intended,
and has received it well. The sender can find out this only on getting a
chance to note the reaction and response of the receiver. The response
may be in words (spoken or written), signs, or behaviour, both conscious
and unconscious. The response or return message is feedback. When
the feedback is got by the sender, one cycle of communication is
complete. This may be represented roughly by the following diagram.
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Communication must be Demographic (know the need of the

reader): Technical communication should be demographic. Here the
term demographic is selective for the study of the audience/reader
concerned. A technical writer/speaker should know well before
communicating that his/her reader is familiar or unfamiliar with the
subject. The writer has to classify the reader is an expert or layperson.
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Then, according to the sensibility of the reader, the language should be

used. For effective communication, an audience can, be analyzed as
follows;

A = Analyze​. Who is/are the recipients of your message?

U = Understand​. What is their knowledge about your intended message
D = Demographics​. What is their age, gender, education level, and
position?
I = Interest​. What is their level of interest in your message (What’s in it
for them?)
E = Environment​. Is there a shared contextual understanding? What is
their likely attitude to your message? Have you taken cultural differences
into consideration?
N = Need​. What information does your audience need?
C = Customize​. How do you adjust your message to your audience?
E = Expectations​. What are your audience’s expectations?
Types of Communication
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 Types of Communication
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Communication takes many forms according to the occasion and

situation, the relationship between the persons, the medium and the
symbols used the style of expression, and other factors.
Based on media:
1.1 Verbal Communication and non-Verbal Communication
Communication through words and language is called verbal
communication; communication through other symbols than words and
language is called non-verbal communication.
The term 'verbal' is colloquially used to mean oral but in communication
studies, 'verbal' means by using words and language. It includes both
written and oral. Most of our communication is done by using language;
we speak and write whenever we have to convey information and ideas,
to discuss, to motivate, to appreciate, or to warn, reprimand, complain,
and so on. We may do any of these things orally or in writing.
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Non-Verbal Communication
Non-verbal methods of communication include all things, other than
words and language, that can convey meaning. For example, graphics
like pictures, maps, charts, graphs and diagrams in a written document,
and body language and voice qualities in speech, are non-verbal
communication.
Non-verbal communication can be independent of verbal communication;
but verbal communication is always accompanied by non-verbal
communication. Non­verbal methods can be used as a substitute for
words like the red colour at traffic lights to mean stop, or nodding the
head to mean "yes” Sometimes, our body language or voice, or untidy
typing may convey something opposite of what we want to convey. This
discordant or inconsistent relation between verbal and non-verbal
communication occurs when the person is not comfortable or is trying to
say something different from what he or she really feels.
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Non-verbal communication is mostly involuntary and unconscious and

difficult to control; it may sometimes reveal the truth which the
speaker/writer is hiding behind the words. It is said, "non-verbal
communication speaks louder than words." Thus, there can be
unintended and unconscious non-verbal communication. On the other
hand, non­verbal methods can be consciously created and used with
both written and oral communication.
Body Language always conveys meaning. It is:
• Omnipresent: it always accompanies spoken communication
• Emotionally expressive: it expresses mainly the feelings of the
speaker and also of the listener
• Dominates interaction: it is more communicative than words
• Seems trustable: it is usually felt to be more truthful than
spoken words
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Various forms of non-verbal communication:

Kinesics: kinesics refers to communication through the body language
of the parties communicating. When a boss gestures a thumbs up it
could mean liking the idea or going ahead, pounding the table to express
anger or disagreement, staring atthe father that you have done
something inappropriate, nodding delivers a positive message without
words, duringan interview shaking legs shows nervousness.
Paralinguistics:
A term used variously in the study of human communication to refer to
aspects of vocal or bodily expression that convey meaning.
Characteristics of the voice, apart from the words spoken, which can
communicate something about the speaker’s attitude, are known as
paralanguage. It is the study of spoken communication throw changes in
the rate of speech, accent, volume, voice modulation, pitch and fluency.
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It includes the qualities of the voice, the way we use our voice, as well as
the sounds we make without uttering words. It is possible to control and
use paralanguage effectively by becoming aware of it and paying
attention to one's voice and speech.
Voice has characteristics like tone, volume, and pitch. Tone is the quality
of the voice. Volume is the loudness or softness, which can be
consciously adjusted to the number of persons in the audience and the
distance between the speaker and the listeners; speaking too loud shows
lack of self-command or abrasive nature. Pitch is the high or low note on
the scale; a high-pitched voice is often unpleasant, and suggests
immaturity or emotional disturbance; a frightened person speaks in a
high-pitched voice. It is better to begin softly, in a low pitch and raise the
volume and pitch as required. For example, a simple sentence like ‘come
here’ can be said authoritatively or endearingly, depending on the tone of
the voice of the sender.
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Haptics (Touch):
ItisasubcategoryofBodyLanguage,andthestudyoftouchingassuch,handshakes,
holding hands, back slapping, high fives, brushing up against someone or
patting someone allhave meaning. Touching is the most developed sense at
birth and formulates our initial viewsof the world. Touching can be used to
sooth, for amusement during play, to flirt, to expresspowerandmaintainbonds
betweenpeople,suchaswithbabyandmother.

Proxemics: Proxemics refers to the use of physical space to communicate. it

is the study of theamount of the space that people feel it necessary to set
between themselves. Some people stand very close to another person while
talking. Some people may be okay with it, while others may take offence. This
aspect of communication is called proxemics.
This aspect of communication goes as far as to study the impact of objects
around the room where people are communicating. For example, if during a
meeting, a fountain is kept in the room, people may get distracted.
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Not only the objects in a room, the room itself can have an impact on a
conversation. Imagine an interview taking place in an office cafeteria. How
comfortable would the interviewee be? Compare this situation to giving an
interview in a closed room only in the presence of the interviewer. Thus, the
three main aspects of proxemics that are used for communication are territory,
things, and personal zones.
Chronemics: Chronemics refers to communication using time as a factor. Let
us understand this with the help of an example. A boss who comes to office
on time every day, subtly communicates it to his/her employees that they too
are expected to be on time every day.
An understanding of non-verbal methods and aspects of communication helps
a person to improve oral and written presentation by using the methods and
by gaining control over body language.
.
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There are formats and structures for verbal communication in different types
of situations. For example, documents used in business have names and
formats; letters, reports, memos, minutes have their own formats and layout.
For oral communication we have the formats of presentations (or speeches),
interviews, meetings of various types, negotiations and so on. The
effectiveness of verbal communication depends on a person's skill in the use
of language. A rich vocabulary, command of a variety of sentence structures,
clarity in thinking, and focus on the audience are necessary for effective
verbal communication.
Spoken and Written Communication
Spoken or oral and written communications are both forms of verbal
communication. Oral communication is more natural and immediate. It is
natural to speak when the other person is present; we speak to
communicate in natural and informal situations. We also speak in formal
and official situations such as making a presentation or taking an
interview when the target audience is present.
.
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Written communication has to be used when the other person is not present
and is not available on the telephone. Long and complex messages are best
conveyed in writing. A written message can go beyond time limitations since it
can be preserved and can wait for the attention of the intended receiver.
Written communication is separated from the sender and has no support from
the sender's personality and voice. This requires different kinds of skills in
both the sender and the receiver. Oral and written communications have
different qualities which must be taken into account in choosing which one to
use in a particular situation.
We communicate by exchanging symbols to describe our ideas and
experience. Language is a common symbol system which we use for sharing
our experience with others. Communication through words is called verbal
communication; communication through other symbols is called non-verbal
communication.
.
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Attributes of Spoken and Written Communication
Oral and written communications have different attributes which have to be
taken into account in choosing which one to use in a particular situation.
Some of the attributes are discussed below.
Speed: Written communication is slower in preparation, in conveyance and in
reception; it takes more time to draft, type, dispatch, and to receive and read
a letter than it takes to speak, hear and understand an oral message.
Record: Written communication serves as a record and can be used for
future reference. It is a documentary proof, and can be used as legal
evidence. Oral communication may be taped for later reference, but the
authenticity of the voice can be questioned; moreover, tapes can be edited
and the message distorted. Written records and documents are more reliable
and acceptable.
.
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Precision and accuracy: Written communication is more precise and
accurate than oral. Choice of words is possible in written communication
because the writer has the time to look for suitable words and phrases, and to
revise the draft, if necessary. Accuracy is necessary in written communication
because the receiver is not present to ask for clarification. In oral
communication, it is not always possible to be so precise in the choice of
words. There is also no time to seek and consider words while speaking;
however, the receiver can seek clarification on the spot. Besides, oral
communication has the support of body language and paralanguage which
enrich the meaning of the words.
Length: A written message is usually shorter than an oral communication.
The situation of oral communication requires some preliminary and closing
remarks, while for written messages there are standard formats for opening
and closing which can keep the message short.
.
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Body Language: Oral communication is supported by the speaker's body
language and paralanguage. The speaker can control the style of delivery,
giving meaning to words and sentences by voice inflexion and facial
expressions and gestures. Written communication is separated from the
writer's bodily presence and is more in the control of the reader. The reader
can give to the words the sound, inflexion and stress as he chooses; and this
may be affected by the reader's mood and state of mind at the time of
reading.
Features of Spoken Language
Paralinguistic elements:A term used variously in the study of human
communication to refer to aspects of vocal or bodily expression that convey
meaning. Characteristics of the voice, apart from the words spoken, which
can communicate something about the speaker’s attitude, are known as
paralanguage. It is the study of spoken communication through changes in
the rate of speech, accent, volume, voice modulation, pitch and fluency. It
includes the qualities of the voice, the way we use our voice, as well as the
sounds we make without uttering words. It is possible to control and use
paralanguage effectively by becoming aware of it and paying attention to
one's voice and speech.The actual phonetic realization of language elements
is only one component of face-to-face communication.
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Normal non-fluency or voice dynamics:Spoken discourse is generally
characterized by normal non-fluency or voice dynamics. Normal non-
fluency results from the unprepared nature of speech and refers to
phenomena such as hesitation, unintended repetitions (e.g. I I ..), false starts,
fillers (e.g. um, er), grammatical blends and unfinished sentences. Ablend
occurs where a sentence 'swaps horses' ie beginning in one way and ending
in another; for example, in “Would you mind telling me what's the time?” the
sentence begins as an indirect question, but ends as a direct question. This is
slightly different from a 'false start', where a sentence is broken off mid-way as
a result of a change of mind; for example, “You really ought - well do it your
own way.” These phenomena are edited out in written language, which
consequently appears more fluent. We mayalso note the apparent fluency of
fictional speech that appears in literature.
Monitoring features:Spoken language is a dialogue, with a physically
present addressee so there are monitoring features that indicate the
speaker’s awareness of the addressee’s presence and reactions.
.
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In a speech situation there is a constant interchange between the participants,
each playing the role of speaker in turn. What the speaker says is controlled
by the reactions of the listener expressed either by linguistic or by
paralinguistic means, either by what the other says, or by the non-linguistic
sounds he makes. The reactions of the listener provide feedback to the
speaker who modifies what he says. In communication by speech there are
always two participants actively involved, each monitoring the other.

Feedback: Feedback is the receiver’s reply to the sendereither by linguistic or

by paralinguistic means. Oral communication allows immediate feedback; the
listener's face gives some feedback and the speaker can modify the message
on the spot. Clarifications can be sought and given at once. A conversation
can be brought to a satisfactory conclusion by continuous exchange of ideas
and views. In written communication the feedback is delayed; the reader's
facial expressions cannot be seen by the writer; the reader's response is
known to the writer only when the reader replies. The reader may give a
cautious and guarded reply without letting the other see the really felt
reaction.
.
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Formality: Spoken language tends to be less formal than written language.
When a language is spoken, there are abbreviations and dropping of some
sounds, as in can't, won't, don't, I'll, we'll. The vocabulary used in written
English is also more formal than in spoken English.

Based on formality:
Formal or Informal communication
Formal communication means the exchange of ideas and information which is
done under the planned organizational structure. The difference between
"formal" and "informal" is not the same as the difference between
"grammatical" and "ungrammatical." The difference is in the "register" which
includes specific way, use and purpose, tone of voice, vocabulary and syntax.
Varieties of language associated with specific uses and communicative
purposes are called registers. In writing as well as speaking, we use a variety
of registers. We use different registers for writing an assignment, for writing to
a friend, for writing to a prospective employer, for conversation with a friend,
and for making a presentation.
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Writing is usually more formal than speaking. The register we use in a given
situation is determined by the social code and not the grammatical code. The
relationship between writer/speaker and audience is a social relation and we
maintain it in the style of writing and speaking.
The formalregister follows certain conventions:
Conservative language: In formal style, we are careful about the noun-
pronoun agreement as in "Everyone has his or her weakness" but in an
informal situation we may say, "Everyone has their weakness."
No contractions: In instruction manuals, ''You don't want to offend your
reader," sounds more comfortable than the formal ''You do not want to offend
your reader." But in formal prose, contractions can give the impression that
the writer is being casual.
Restrained style: Slang and colloquial terms suggest a casual rather than a
serious approach. They are not used in formal communication. Gestures and
movements are also restrained in a formal speech.
Formal communication is usually scheduled in advance and has pre-arranged
participants and pre-set agenda like a meeting, an interview, a conference, a
presentation. The language used is formal.
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2.1 Formal Channels: Formal communication is the process of
exchanging information byfollowing the prescribed or official rules,
procedures, systems formalities, chain of
commandetc.intheorganizationalstructure. Formal channels of communication
are closely related with the formal organization structure. In an organisation,
formal communication is a means of controlling activities through circulation of
authoritative policies and procedures stating what is to be done when, where,
how, and by whom. Formal communication moves along the established
"channels" of communication within the organisation. It is impersonal (desk to
desk), official, and, in most cases, written. Formal meetings are documented
by writing summaries and minutes. The purposes of formal communication
are to command, to instruct, and to finalise matters through the application of
regulations. Formal communication is needed in organisations. Since it is
official, it is binding and more likely to be obeyed. It establishes responsibility
of the sender and receiver. The formal channels are as follows;
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(a)Upward Communication
(b)Downward Communication
(c)Horizontal Communication
2.2 Informal communication is the process of spontaneous exchange
ofinformationamong variouspeople ofdifferentstatusesinthe organizationalstructure.
Informal communication refers to communication among people through informal
contacts. Informal communication is known as Grapevine because it is related to
personal rather than positional matters and is free from all formalities planned in an
organization. It arises due to informal relations. It is the result of the social
interaction of people. It takes place as an account of the natural desire of people to
communicate with others. The informal communication system is built around the
social relationship of the members of the organization. Informal communication may
be unscheduled, with random participants, and no pre-set agenda. It is likely to be
interactive and richer than formal communication. The style is informal and may be
conversational. Informal communication is personal, unofficial, and mostly oral. It is
based on the realisation that personal interaction among employees is healthy for
an organisation. The purposes of informal communication are to educate through
information sharing, to motivate through personal contacts, and to resolve conflicts
through participation and friendship.
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It maintains enthusiasm, loyalty, and commitment by involving employees in
organisational matters. The informal channels are as follows;
(a)Diagonal Communication or Grapevine
Difference between the formal and informal channels of communication
Formal Communication Informal Communication
1. Formal communication is based on formal organizational 1. Informal communication is not based on formal organizational
relationships. relationships. It is free from formalities.
2. Formal communication is mostly in written form. 2. Informal communication is normally the exchange of verbal talks.

3. Chances of distortion of information are very few. 3. Chances of distortion of informal are very high.

4. The subject matter, chain of command and authority etc. are all 4. In informal communication news passes through different ways,
predetermined. because it depends on nearness of contacts and not on status of
persons in the organization.

5. In case of formal communication, status or position of the person is 5. In case of informal communication, status or position of the person
very important. has no relevance.
6. Formal communication takes place while carrying out their duties and 6. Where there is informal relationship between sender and receiver the
responsibilities. communication happening in between them is called.

7. The channels of communication are preplanned. 7. The channels of communication are not preplanned.

8. Only prescribed and predetermined informal are exchanged in this 8. Informal communication consists of rumours and misconceptions.
communication.
9. Formal communication is rigid as deviations are not allowed. 9. Informal communication is flexible.

10. Organizational hierarchy system is followed i.e. upward to 10. Informal communication spreads like wild fire.
downward.
11. Formal communication is slow as it has to follow the path laid down 11. Informal communication is very fast as it is not supported to follow a
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Based on parties:
Internal: Communication can also be categorised on the basis of location. Any
communication done within an organisation or a department or even a team, is
internal communication. Internal communication can be both, formal and
informal.
Note: Following types of communication are discussed under the section
“Flows of Communication.”
3.1.a Vertical Communication:
3.1.a.1 Upward Communication:
3.1.a.2 Downward Communication
3.1.a.3 Diagonal Communication or Grapevine
3.1.b Horizontal Communication
External: Any communication done with people outside an organization is
external communication. External communication is always formal because, in
these types of communications, a person deals with external parties that may
quote the person later on. On the other hand, internal communication can be
both, formal and informal.
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4.Intentional or Unintentional Communication
What we intend to convey is intentional communication. Unintentional
communication is what, that we do not intend to convey, but the receiver knows the
same through our body language and para language. We do not always convey
exactly what we want to; the targeted receiver may receive less or more than what
we intended to convey. A casual observer (unintentional receiver) may receive
information or ideas which we do not intend for him/her. Our non-verbal behaviour
conveys something about us; what we speak or write is accompanied by non-verbal
behaviour. At times we don’t want to communicate some facts but the very facts to
which we want to hide are communicated by non-verbal methods.

5.One-way and Two-way

In one-way communication information is always transferred in only one direction
from the source to the target audience. With one-way communication there is no
direct interaction between the persons involved. The receiver has no chance to get
clarification or to question the information received. One-way communication
follows the linear Source-Message-Channel-Receiver (S-M-C-R) model of
communication.
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Since there is no feedback, the source cannot find out whether the receiver has
understood the message. Examples of one-way communications systems are radio
and television broadcasts, newspapers, advertisements and other mass media.
Within an organisation, the notice board and public address system are one-way
systems.
Two-way communication is interactive. It involves both persons fully. In a normal
two-way conversation, the persons constantly alternate between being source and
receiver. The receiver can ask for clarification or challenge the source or add one's
own ideas and views to the conversation. At the end of such a conversation, both
gain information on the issue talked about as well as about each other.
Communication is much more complex than the simple model of source sending a
message over a channel to a receiver. The sender and the receiver both actively
play a role. They function within their respective frames of reference, their social
situations, and their relationship to one another. What the receiver brings to the
communication situation is as important as (perhaps even more important than)
what the sender brings. It is a reciprocal process of exchanging signals to inform,
instruct, or persuade. Two-way communication requires interpersonal skills. It takes
more time than one-way communication, but it is more satisfying and brings about a
better understanding and agreement between the parties involved.
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6.Intrapersonal Communication:
Intrapersonal communication is communication within oneself. Man uses his senses
to understand the environment around him and to perceive, to judge and to act
accordingly. For example, when it is hot man seek for shade, when it is rainy man
seek for cover, when it is cold man seek for fire, etc. All these are a result of
communication taking place within the individual. Intrapersonal communication,
thus, forms the basis of all other forms of communication. Effective intrapersonal
communication is required for effective functioning of an individual in its
environment. The information received through senses forms the basis of decision-
making in this type of communication system. For example, when we watch TV, our
eyes and ears receive information and transmit the same to our brain. If we like
what we see or hear, our intrapersonal communication system makes sure that we
attend to it. On the other hand, if we don’t like it, our brain sends a message to our
muscles that result in a decision to change station. Thus, we can see that in
intrapersonal communication, our eyes and ears become the senders,
electrochemical impulses become the message, nerve system become the medium
and the brain becomes the receiver. Also, the additional impulses transmitted by the
brain to the muscles become the feedback which produces the desires result of
changing the station.
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7.Interpersonal Communication:
Interpersonal communication is a face-to-face communication between two
persons. It includes most of the informal and formal exchanges that we engage in
throughout the day.

8.Extra Personal:
Communication between human beings and non-human entities is extra personal.
For example, your pet dog comes to you wagging its tail as soon as you return
home from work. A parrot responding to your greeting is another example.
9.Group Communication:
Group communication occurs essentially between three or more people who see
themselves as belonging to, or being identified with, a group. The size of the group
decides the level of interaction and intimacy within it. Larger groups provide less
time for personal and intimate exchanges. As a matter of fact, communication
becomes difficult and more of a monologue with the increase in size of the group.
 Types of Communication
Contents
10.Public Communication:
It generally occurs within a formal and structured setting and is different from small
group communication in this respect. However, in this type of communication, one
person plays the part of the speaker and the rest of the persons serve as listeners
or audience. Speaker speaks for the most of the time and the listeners are not
generally allowed to contribute through verbal messages except for the question-
and-answer session following the speech. However, listeners contribute through
nonverbal messages such as applauses, laughter, etc. throughout the speech. Still
the balance of message sending is quite uneven with speaker being dominant.
Despite the imbalance, public communication is effective because of the simple fact
that it occurs face-to-face. Also, we find ourselves participating in it as either
speakers or listeners. Public communication always takes place in public places
rather than private places. Auditoriums, conference and seminar rooms,
classrooms, etc. are a few examples of public places.
.
 Types of Communication
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11. Mass Communication:
It involves transmission of information to a sizable and diversified audience through
the use of appropriate media. It is much more complex than any other form of
communication. The communicator addresses a large number of people at a time.
This makes it difficult for him to address and meet individual needs. An approach
that convinces one part of the audience may left another part of the audience
completely uncertain. Thus, the communicator must find the correct method and
expression to correlate with the largest possible number of people in the audience.
A communicator must know what to deliver and how to deliver so that he can create
maximum impact. Message should be well-structured, easy to understand and
clear. The message must be presented in such a way that it leaves a long-lasting
impression. However, this requires an understanding of audience’s profile. Wright
defined audience of mass communication as ‘relatively large, heterogeneous and
anonymous to the source. The experience is public and rapid. The source works
through a complex organization rather than in isolation and the message may
represent the efforts of many different people.’
 Flow of Communication
Contents
Communication is essential for the internal functioning of any organization. The
interaction between the different individuals working in a company takes place
through different channels. These channels could be both informal and informal.
According to the flow of messages towards the hierarchy communication is
described as follows;
Vertical communication: Vertical communication is the communication where
information ormessagesflowsbetweenoramongthesubordinatesand superiorsofthe
organization.
(A) Downward Communication: As the main function of downward
communication is providing control, it refers to communication from the higher level
in the managerial hierarchy to the lower one. A communication from the general
manager of a company to the branch managers is an example of downward
communication.
(B) Upward Communication:As the main purpose of communication is to provide
feedback on several areas of organizational functioning, it refers to communication
from subordinates to superiors. A business report from the branch manager or a
company to the managing director of the company is an example of upward
communication.
 Flow of Communication
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Horizontal Communication:Horizontal communication is communication where
information ormessages flows between or among the parallel or same level or
statuses people of the organizationalstructure.
The main objectives of horizontal communication are developing teamwork, and
promoting group coordination within an organization. It takes place between
professional peer groups or people working on the same level of hierarchy.
Horizontal communication is less formal and structured than both downward
communication and upward communication, and may be carried out through
informal discussion, management gossip, telephone calls, teleconferencing,
videoconferencing, memos, routine meetings, and so on.
Diagonal /Grapevine Communication: Diagonal communication is the produce of
modern changes in information technology and management and is the result of the
growing realization of fraternity and equality in the corporate channel occurs
between people who do not have to follow rigid norms of communication protocol, it
flows in all directions. Informal channels transmit official news through unofficial and
informal communicative interactions known as the grapevine. Such channels are
more active in organisations that are not transparent. As employees want to know
what is going on in their organization. As tea time gossip, casual gatherings, lunch
time meeting.
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Barriers of Communication
Communication is not always successful several things can prevent the message
from reaching the intended recipient or gaining from the desired effect on the
recipient. There may be some faults in the communication system which prevents
the message from reaching. Some of these defects are in the mechanical devices
used for transmitting, that is, the medium. Some are in the symbols we use for
communicating, that is, language or other symbols used for encoding. Some are in
the nature of the persons who are engaged in communication, that is, the sender
and the receiver. In an organisation, these barriers can become quite complicated
and can cause information gaps leading to problems in its working.
Barriers can be divided into broad groups: Physical barriers, Semantic and
Language barriers, Socio-psychological barriers and organisational barriers.
Besides, there are Cross-cultural barriers which distort communication between
persons or groups belonging to a different cultural background.
1. Physical Barriers
Obstacles that prevent a message from reaching the intended recipient may be
outside and beyond the control of the persons concerned. Some can be controlled
by the management; some cannot be controlled because they are in the
environment
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Barriers of Communication
Defects in the Medium.
Defects in the devices used for transmitting messages are external, and usually not
within the control of the parties engaged in communication. The telephone, the
postal system, the courier service, or electronic media may fail. Messages can get
delayed, distorted and even lost while being transmitted.
A partial failure of the mechanical equipment _ is more harmful than a total failure
because a partial failure may carry an incomplete or distorted message. A fax
message can be wrongly delivered as a wrong number can get dialled on the
telephone. The printout may not be clear at all. It is advisable to call up and check
that the fax has been received.
Noise in the Environment
Noise is any disturbance which occurs in the transmission process. In face-to face
communication which is carried by air vibration, the air may be disturbed by noise
such as traffic, factory work, or people talking. In a factory, oral communication is
very difficult because of the noise of the machines.
Information Overload
When there is too much information, some of it is blocked in transit and may not
reach the intended audience. Advertising and sales information is an example of
overload; so much communication about products floats through so many media
that a good deal of it-does not reach the potential buyer.
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Barriers of Communication
Semantic and Language Barriers
Semantic means pertaining to 'or 'arising from the different meanings of words or other
symbols. Language is our most important and powerful tool of communication; and yet
it is a tricky tool that needs skill in handling. First of all, many words have multiple
meanings. The meaning that comes to your mind first depends on your occupation
("charge" may mean an electrical charge to an engineering student, but a fee/rent to a
commerce student).
The word ‘current’ has different meanings in different contexts, such as for an electric
engineering student, for a commerce student, or for a bank manager.
The word ‘housewife’ has different meanings with different pronunciations.
Housewife /ˈhaʊs.waɪf/ a married woman whose main occupation is caring for her
family.
Housewife /ˈhʌz.ɪf/ a small case for needles and other sewing items.
Emotional and cultural attitudes towards something can evoke different responses
in people. Sentences can convey entirely different meanings depending on how they
are spoken due to the Position of focusieEnd-focus and contrastive
focus.Consider the sentence, “Idid not tell John you were late.” It means something
different with every shift of emphasis/focus from one word to another. In oral
communication, the speaker can signify the meaning by emphasising particular words;
but in written communication, the reader is in his own control and may read with
different emphasis.
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Barriers of Communication
Placement of Emphasis Signifying Meaning
I did not tell John you were late. Someone else told John you were late.

I did not ​tell John you were late. This did not happen.

I did not tell John you were late. I may have implied it.

I did not tell John ​you were late. But maybe I told Sharon and José.

I did not tell John you were late. I was talking about someone else.

I did not tell John you were late. I told him you still are late.

I did not tell John you were ​late. I told him you were attending another
meeting.
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Barriers of Communication
Technical terms can be a barrier to communication. Such terms are limited to the group
of persons who work together, or work in the same kind of occupation; they need to use
technical terms in their work. Often, these words have other meanings in ordinary
language, and are differently understood by people who do not belong to that
occupational group. New words are being coined almost everyday; everyone does not
understand them and many of them are not in the dictionaries yet. More importantly,
semantic barriers arise because words mean different things to different persons.
It is' said, "meaning is in people, not in words." Age, education, cultural background and
many other factors influence the meaning we give to words.
3.Socio-Psychological Barriers
Any socio-psychological or emotional disturbance can prove to be a barrier to effective
communication because it leads to lack of interest and concentration. The emotional
disturbance may adversely affect both encoding and decoding. All people are not skilled
communicators. Skill in communicating has to be cultivated. Most people have problems
which come in the way of good communication. People have personal feelings, desires,
fears and hopes, likes and dislikes, attitudes, views and opinions. Some of these are
formed by family background and social environment; some are formed by the
individual's own intelligence, inherited qualities, education, and personal experiences.
Most of the socio-psychological barriers discussed below operate at the emotional level.
Self-centred Attitudes: We tend to see and hear everything in the light of our own
interests and needs and desires.
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Barriers of Communication
Group Identification: Our values and opinions are influenced, by the group to which we
belong.
Self-Image: We have a certain idea of ourselves; some persons even take care to
project an image of themselves
Selective Perception: Sometimes, we fail to get the complete message which is sent to
us.
Defensiveness: If we feel threatened by a message, we become defensive and respond
in such ways that reduce understanding.
Status Block: A "boss" who is conscious of status finds it difficult to receive any
suggestions from subordinates.
Resistance to Change: This is a serious psychological barrier. Some people strongly
resist new ideas which are against their established opinions or traditions or social
customs. They may avoid new ideas because they feel insecure or afraid of changes in
methods or situations.
Closed Mind: Limited intellectual background, limited reading and narrow interests can
cause a person's mind to be narrow.
Poor Communication Skills: Lack of skill in writing and in speaking prevents a person
from framing the message properly.
State of Health: Physical conditions can affect communication efficiency. Pain or fever
certainly makes a person disinclined to engage in communication; but even if the general
state of health is poor, communicating ability is reduced.
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Barriers of Communication
4. Organisational Barriers
In an organisation, the information gaps and barriers become more complex. The
movement of papers and of information gets held up by the system itself. Editing and
filtering may also create barriers.A great deal of loss of information occurs as a message
moves from senior management to lower levels. If a message passes down through
many levels of authority, there may be much distortion in the message. Loss or distortion
of information, as it moves downward, may be caused by misinterpretation, lack of
understanding, and neglect of messages by some of the members of the organisation.
Over-dependence on written communication is one of the reasons for communication
gaps. Circulars, bulletins, notices and even letters are not always read carefully. Many
employees are unable to read and understand long messages.
Inter-Cultural Barriers
Even in the best of conditions, communication can be difficult. Cross cultural factors
naturally increase the possible problems of communication. If for historical or political
reasons, the relationships between two countries are not friendly, there can be even
greater problems of communication. Culture is a shared set of values and attributes of a
group; it is the sum total of the ways of living built up by a group and transmitted from
one generation to another. Culture is so much a part of an individual's manner of talking,
behaving and thinking, that communication style and competence are influenced by it.
The Language of any group directly reflects their culture You only have to think
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Barriers of Communication
of some of the sayings or proverbs or idiomatic expressions in an Indian language and in
English to see that translation from one to the other is nearly impossible. Such culture-
bound word as Jalebi, Sherwani certainly can't convey the same notion with other
language equivalents.Many words cannot be translated exactly. Even among countries
that speak the same language like the British and the Australians, a word may not have
the same significance.
Non-verbal behaviouris another area of trouble in cross-cultural communication. Body
language is a major factor that varies between cultures. Not only are gestures
understood differently, but the amount of use of gestures varies. Indians use much more
natural gestures than the British; the Japanese have many formal gestures for social
interaction but fewer free body movements.
Paralanguage
Cross-cultural confusion arises from the way we use our voices. People in many
countries are put off by loud Indian voices, and noisy Indian tourists. Some Western
cultures speak in such low voices that we can hardly hear them and may wonder if they
intend to be secretive. The difference between cultures in the speed of talking makes the
faster-talking people consider the slow-talking cultures as slow and lax. Some cultures
expect formality and a formal tone at work and are embarrassed or put off by the
informal tone of another culture. The amount of silence that is considered as right during
a conversation can cause confusion.
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Barriers of Communication
Perceptionis influenced by culture. We perceive some things and ignore others; we
particularly perceive what is contrary to our own culture and what makes us
uncomfortable. What smells "good" or "bad" is perceived differently. Rain means
something different for Indians from what it means for the British. Differences in
perception of the world can be amazing. Our worldviews and attitudes to life affect our
meanings.
6. Gender barriers
Gender barrier is also a type of barrier, such as male and female work in anorganization.
Societal stereotypes assumed gender roles, andinterpersonal differences can contribute
to a communication gap between the gender and there is arift between people due to
gender.
Overcoming Barriers
The constant organisational effort is needed to overcome the barriers which are
unconsciously built up by different people in the organization. Persons in positions of
authority, as well as subordinates, can be helped to overcome these barriers by training
in effective communication.
The responsibility for overcoming barriers to personal communication and ensuring the
success of every communication activity falls upon the senior and the better-trained
person. The higher your position, the greater is your need for effective communication.
You have to cultivate all the communication skills including getting feedback and non-
verbal communication.
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Barriers of Communication
The external barriers of defective channels and faulty organisational systems are the
Management's responsibility within the organisation. The channels must be kept in good
working condition; the intercoms, noticeboards, and information meetings must be kept
up-to-date.
Semantic and language barriers can be overcome only by being careful with the use of
language, by using words which have a clear meaning, by using short and simple
sentences, and also by using visual aid whenever possible. Whenever possible,
feedback must be got and given to ensure that there is a common understanding of a
message.
Personal barriers can be overcome only by making a conscious effort, and by training for
better communication. Persons in responsible positions are expected to improve their
communication skills and overcome their particular blocks. Many companies organize
training sessions for their staff for better communication skills.
Barriers can develop unexpectedly since emotions play a large part in communication. It
is not easy to overcome all barriers; everyone has to make efforts to be aware of them
and take care to avoid them.
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Professional Communication
Basics / Characteristics / Qualities / CSof ProfessionalCommunication
Our everyday life in general communication as well as in technical communication is
(almost) entirely dependent on language, both written language and spoken language.
One may talk about different languages and different vocabularies but it is almost only
the knowledge of language that can decode a technocrat’s ideas. Language in everyday
contexts is natural, informal and constantly evolving whereas the language of technical
writing is or should be characterized by formality, high stylization, accuracy, and
precision. Language is the starting and ending point for any writing. It is impossible to
dissociate language competency from any writing. So language should be used
accurately and in a good style.
Style: a style clad in a good uniform of thoughts must work sooner or later. Style and
thought are two cardinal virtues of writing; these are the sinews of fame, as of eternity. A
single word can earn or mar a user’s reputation. Words are like gravel for the writing
journey that leads to the palace of wisdom. Technical communication art is born of the
right choice of words. The ignorance of the choice of words is not innocence but sin that
only ruins one’s writing. Jonathan Swift’s definition is succinct: “Proper words in proper
places make the true definition of a style.” When proper words prevail ambiguity flees
away so a technocrat has to endeavour a lot to achieve immaculateness. A technical
writer very nicely must know his art and re-examines it with a true critic’s skill.
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Professional Communication
Stylistics is not a stylish word, but it is well-connected. The true nature of it is elusive and
needs a subtler net to catch the mistakes and ambiguities. Choose a simple word rather
than a difficult one, a concrete word in preference to an abstract one, and a familiar word
instead of a rare one. Complex, hard-to-understand sentences are rarely good
sentences. Good technical writing communicates in simple terms, even though the
subject may be complicated. Repeated use of unnecessary, difficult, and abstract words
and phrases makes the subject hard to understand.
Verbosity should be avoided. It means to say a thing in a complicated way, with lots of
words, usually to make it sound more important, this is a poor style. Technical writing
should be impersonal and formal at the expense of readability and clarity. The rhythm
and smooth flow of language is important in technical writing.
Descriptive writing: technical writing should be descriptive. The term descriptive here
does not refer to the detail and length of a document, but to cover each aspect of the
topic described. Language should be used to create an image in the reader’s mind so
that every concept should be clear.
Demographic writing or knowing the need of a reader: Technical writing should be
demographic. Here the term demographic is selective for the study of the
audience/reader concerned. A technical writer should know well before writing that
his/her reader is familiar or unfamiliar with the subject. The writer has to classify the
reader is an expert or layperson. Then, according to the sensibility of the reader, the
language should be used.
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Professional Communication
Technical writing is a process of giving a voice to one’s thoughts. It is not meant to be
showy or entertaining or to showthe writer’s knowledge; its intent is to provide clear and
concise information to the reader. It should not be written to impress but to make
understand and establish strong goodwill. Both the use of language and presentation
should be of attracting attention. Also, the presentation should be functional and
understandable. There should occur an image from words on the page during every
illustration. Clear, concise writing gives the impression of confidence and knowledge,
credibility and authority. Followings are the basic characteristics of basics of professional
communication.
Clarity:it exists in using simple, familiar, concrete, specific words and expression and
clear references.
Tactless Version Tactful Version
You are advised to send us a few Please send us details regarding your
important doubtful points as early as service charges, methods of payment,
possible. Such as your service charges, concession schemes, and so on.
methods of payment, concession
schemes, and so on.
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Professional Communication
Courtesy: the technical writing must reflect courtesy and consideration, as the reader is
under no obligation to do what the writer write for. Positive and encouraging phrases
should be used and irritating phrases and expressions should be avoided.
Tactless Version Tactful Version
You must send the refund without delay to Please send the refund to me at the
at the address below. address below.

Conciseness: technical writing should be concise and direct so unnecessary words,

wordy expressions; empty words, wordy compounds, repetitions, and redundancies
must be avoided. Indirect expressions, rhetoric, and exaggeration should be avoided.
Conciseness should not be on the cost of clarity.
Tactless Version Tactful Version
I am very happy to inform you that the Enclosed please find the report on student
report on student involvement in academic involvement in academic decision-making,
decision-making that was completed for completed for your research department.
your research department is being sent to
you along with this letter of mine.
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Professional Communication
Correct Tone: tone in technical writing refers to the manner or mood of expression. It
helps establish the relationship that the writer wishes to establish with the reader. The
tone should be formal, tactful, personal, and positive. A tactless or negative tone can
lead to misunderstanding, resulting in a negative response from the reader.
Tactless Version Tactful Version
Your project is so complex and your To complete the project report to the best
demand for satisfaction is so ambitious of your satisfaction, please give us an
that it cannot be completed inthe stated extension of 3 days.
time-span so we need more time to
complete the project report.
Correct Attitude: attitude in technical writing refers to the reflection of the opinion of
the writer on the reader. To establish goodwill and a long-term relationship with the
reader, avoid poor and negative language.
Tactless Version Tactful Version
We will not be able to process your order Please send us your specific and clear
because your business terms are too business terms so that we can process
vague and unacceptable to us. your order.
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Professional Communication
Correct language: correct, accurate and simple language should be used in
technical writing. The use of careless and incorrect use of language not only leaves a
bad impression on the reader about the writer but also it misleads the meaning

Tactless Version Tactful Version

You were sold a watch by me on 10 I sold a watch to you on 10 September
September 2022. 2022.
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Professional Ethics
The term ethics is referred to morals, beliefs, integrities and principles. It is the study
of moral principles or values that determine whether actions are right or wrong and
whether outcomes are good or bad. It is a science that deals with the ideals involved
in human conduct. Ethics are the set of rules that describe acceptable conduct within
society. Ethics serve as a guide to moral daily living and makes provision of support
and assistance in judging whether the behaviour of the individuals is justified or not. In
fact, ethics are the rules or standards, governing the conduct of a person or the
conduct of the members of a profession. When individuals are communicating with
each other within the organizations, they need to take these factors into
consideration. The ethical conduct really acts as the backbone of an effective
communication strategy and a key virtue of professionalism.

The implementation of ethics in the communication process can be recognized in

various following aspects.
Do’s and don’ts in Professional communication
Do’s
Being a good listener.
Admitting criticism.
Responding to critics honestly and respectfully.
Admitting mistakes.
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Professional Ethics
Using polite language.
Possessing a friendly attitude.
Providing constructive criticism.
Depicting truthfulness and honesty.
Imparting factual information.
Depicting helpfulness and co-operation.
Eliminating fraudulent traits.
Encouraging harmonious behiviour.
Inculcating the traits of thoroughness.
Being resourcefulness and conscientiousness.
Augmenting competencies and abilities.
Communicating accurate information.
Obeying laws and public policies.
Protecting confidential information while acting within the law.
Supporting the ideals of free speech.
Being sensitive to others cultural values and beliefs.
Giving credit to others for their work.
Abstaining from doing harm to others.
Being accountable and transparent.
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Professional Ethics
Don’t s
Don’t “Reply All” to an email chain.
Don’t have personal conversations at your desk.
Don’t bring your emotions into the office.
Don’t be afraid to ask questions.
Don’t gossip about fellow co-workers…or your boss.
Don’t use emojis or multiple exclamation points (if any) in official emails.
Don’t talk back to your boss.
Don’t use confidential information for personal benefit.
Don’t represent conflicting or competing interests without full disclosure and the
written consent of those involved.
Don’t accept undisclosed gifts or payments for professional services from anyone
other than a client or employer.
Don’t exaggerating facts.
Don’t guarantee results that are beyond my power to deliver.
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Professional Ethics
Implementation of these factors would contribute effectively in enriching ethics in
organizational communication. Within the organization, the members are in the form
of the hierarchy. It is indispensable for all the members to put into operation these
traits to achieve organizational goals and maintain work place etiquettes. When the
members of the organization put into operation these factors, they are able to
establish efficacious terms and relationships with others, enhance the structure of the
organization and retain their jobs. Therefore, it can be stated, these are regarded as
requisite in enriching the lives of the individuals.
THANK YOU