2. Outcome7:
Understand why personal effectiveness and
communication is important for organization
Content
• Communication -Definition
• Nature of Communication
• Organizational Communication
• Types of Organizational Communication
• Group Communications
• Communication Barriers
• Negotiation
3. Meaning of Communication
Communication is exchange of ideas,
messages and information between two
or more persons, through a medium, in a
manner that the sender and the receiver
understand the message in the common
sense, that is, they develop common
understanding of the message.
4. Definition
• “Communication is the process of passing
information and understanding from one
person to another.”( Keith Davis)
• Communication is any behavior that results
in an exchange of meaning. (The American
Management Association)
5. Nature of Communication
Two-way process
• Communication is a two-way process of understanding between two or more persons – sender and receiver
Continuous process
• Continuous interaction promotes understanding and exchange of information relevant for decision-making.
Dynamic process:
• Communication between sender and receiver takes different forms and medium depending upon situation
different situations.
Pervasive
• Communication is a pervasive activity. It takes place at all levels (top, middle, low) in all functional areas
(production, finance, personnel, sales) in organization.
Goal-oriented
• Communication is goal-oriented. Unless the receiver and sender know the purpose they intend to achieve through
communication, it has no benefits.
7. 1. Sender
• The sender or the communicator generates the message and conveys it to the
receiver. He is the source and the one who starts the communication
2. Message
• It is the idea, information, view, fact, feeling, etc. that is generated by the
sender and is then intended to be communicated further.
3. Encoding
• The message generated by the sender is encoded symbolically such as in the
form of words, pictures, gestures, etc. before it is being conveyed.
4. Media
• It is the manner in which the encoded message is transmitted. The message
may be transmitted orally or in writing. The medium of communication
includes telephone, internet, post, fax, e-mail, etc. The choice of medium is
decided by the sender.
8. 5. Decoding
• It is the process of converting the symbols encoded by the sender. After
decoding the message is received by the receiver.
6. Receiver
• He is the person who is last in the chain and for whom the message was sent
by the sender. Once the receiver receives the message and understands it in
proper perspective and acts according to the message, only then the purpose
of communication is successful.
7. Feedback
• Once the receiver confirms to the sender that he has received the message and
understood it, the process of communication is complete.
8. Noise
• It refers to any obstruction that is caused by the sender, message or receiver
during the process of communication. For example, bad telephone
connection, faulty encoding, faulty decoding, inattentive receiver, poor
understanding of message due to prejudice or inappropriate gestures, etc.
9. Organizational Communication
• Organizational communication refers
to the forms and channels of
communication among members of
organizations
• Every organization has some specific
goals for respective stakeholders
(employees, suppliers, customer,
governments etc.). Attainment of those
goals depends on successful
communication with the respective
stakeholder groups.
10. Types of Organizational Communication
Verbal and non-verbal communication
Internal and external communication
Formal and informal communication
Directional Communication (Downward,
Upward, Horizontal and diagonal)
11. • It is the use of words and
languages to interact between
two or more individuals.
• It can be either oral or written
• Oral communication implies the
conveying of message through
spoken words (public speech,
telephone etc
• Written communication is
usually in written form
(Reports, Newspapers,
Magazines etc.
Verbal communication
12. • Communication that uses
other than words is called
Non Verbal
communication.
• It is often referred to as
body language, i.e.,
Gestures, facial
expressions, glance, stare,
smile, handshake
Non-Verbal communication
13. • Internal communication
takes place between
members of the
organization.
• It can be among the entire
company or in small
groups of people, such as
departments or project
teams.
Internal communication
14. External communication
contains messages that are
specifically for people
outside of the organization,
like customers, prospects,
partners, the media,
competitors or regulating
bodies such as the
government.
External communication
15. • Formal communication is official
communication taking place in an
organization through predefined and
prescribed channels, rules, processes,
and regulations of organizational
communications. Information flows
in it via the hierarchical setup of an
organization.
• For example, formal company news
that is for customers may be sent
through an official press release.
• However, formal company news that
is for employees may be sent through
a memo or be conveyed through a
town hall meeting.
Formal communication
16. • Informal communication is casual communication
between coworkers in the workplace. It is unofficial
in nature and is based in the informal, social
relationships that are formed in a workplace
outside of the normal hierarchy of business
structure.
• It is known as grapevine communication.
• Example whenever one employee interacts with
another employee in a casual and conversational
way. They can talk about the game that was on last
night or even about a company policy change.
Informal Communication
17. • Downward communication: is
between the superiors and
subordinates (the superiors
communicate with the subordinates)
• In most organizations decisions are
made at the top and then flow down
to the people who will carry them out.
• It involves flow of information from
higher authority (management) to
lower authority (subordinates).
• Rules and regulations, policies, job
instructions, orders, are some
commonly observed downward
flowing messages.
Downward communication
18. • Upward communication is between
the subordinates and the superiors
(subordinates communicate with the
superiors)
• All messages that go from lower level
employees to the higher level managers
are called as upward flow of
information.
• Usually the messages take the form of
reports, feedback, suggestions etc.
• In recent years, many companies have
started giving more importance to
upward communication as this is one of
the main influencing factors for
Upward communication
19. • Horizontal communication is the
transmission of information
between people, divisions,
departments or units within the
same level of organizational.
• It will be peer-to-peer
communication.
• Example: The manager of the
production department can work
with the purchasing manager to
accelerate or delay the shipment of
materials.
Horizontal communication
20. • Diagonal communicatio
n involves staff members
of different departments
interacting with each
other, regardless of their
reporting relationship or
hierarchical levels.
Diagonal communication
21. Group Communications
• Group communication is
defined as the act of
sending and receiving
messages to a group of
people.
• Group communication
channels
– In-person meetings
– Conference calls
– Digital messages
– Video conference
22. • For communication to be
effective, the idea communicated
by the sender to the receiver
must be fully understood in the
same context as the sender
wishes.
• In many cases however, it does
not happen due to one or more
reasons.
• This communication failure
leads to miscommunication.
Communication Barriers
23. Communication Barriers
• Miscommunication can arise from three levels- at
the level of sender, of medium or of receiver.
• Anything that stops free flow of communication is
called “barrier to communication‟.
These barriers to communication are divided into 2 main
groups:
• 1. Socio-Psychological Barrier
• 2. Physical Barrier
24. Type of Communication Barriers
Type of Communication
Barrier
Sub types
1. Socio-Psychological
Barriers
• Attitudes and opinion
• Emotions
• Closed mind
2. Physical Barriers • Noise
• Time and distance
• Wrong choice of medium
• Semantic Barriers
• (Different meaning to the same word,
or different words for the same
meaning)
25. Socio- Psychological Barrier
A. Attitudes and opinion
• If a piece of information agrees with our opinions and attitudes, we tend to
receive it favorably.
• If it disagrees with our views and believes, we don't react favorably.
B. Emotions
• If the sender is worried, excited, afraid, nervous, his thinking will be
clouded and he will not be able to organize his message properly.
C. Closed mind
• A person with a closed mind (deep prejudices) is very difficult to
communicate with.
• Such people have a disposition “I know better than you‟.
• They are never ready for change and acceptance.
26. Physical Barrier
a. Noise
• Noise is any unwanted sound that may block, distort,
change or interfere the flow of communication
process.
• Some machines in factory often badly affects oral
communication.
b. Time and distance
• People working in different time shifts in a factory or
people being at distant places make barriers.
27. c. Wrong choice of medium
• Various media of communication are available to people.
In some situation, one medium will be most suitable for
transmitting message.
• For example, it is better to discuss the issue in a face-to-
face conversation rather than using mobile phone if the
message conveyed is very personal.
• By using mobile phone, some parts of the message may not
be appreciated or fully understood by the receiver.
28. D. Semantic barriers
• This type of barrier occurs when the sender and receiver
gives different meaning to the same word, or use different
words for the same meaning, or words that carry different
shades or flavors.
• The word “cheap‟ for example may mean to be either low
priced or low quality product, or even both .
29. Negotiation
• Negotiation is a dialogue between two or more
people with the intention of reaching a beneficial
outcome.
• Negotiations can take place between buyers and
sellers, an employer and prospective employee, or
governments of two or more countries.
Example :
• Negotiating with a customer over the price and terms of a
sale.
• Negotiating service or supply agreements with vendors.
• Mediating with students on lesson plan goals.
• Negotiating a more flexible work schedule with HR
Manager
