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Concept of Communication

Krina S.

Definition
Communication is the process of exchanging facts , ideas , opinions ,or emotions by two or more person

Definition by William Scot


Administrative Communication is a process which involves the transmission and accurate replication of ideas ensured by feedback for the purpose of eliciting actions which will accomplish organizational goals.

Elevator Test
The process of communication involves exchanging facts , ideas , opinions or emotions between two or more person Feedback is communication an essential aspect of

The main purpose of communication is to inform , or to bring round to a certain point of view , or to elicit action

Objectives of Communication
Information

1. Executives need information to plan and organize


2. Employees need it to execute their job satisfactorily

Internal & External Information


Internal Information

1. Information on job assignments and procedures governing them


2. Information on status and decision making powers 3. General information on the policies and activities of the organization

External Communication

1. Information about its product


2. Information about availability of the credit 3. Information about the availability of raw materials 4. Information about government rules and regulations 5. Information about the advertising media 6. Information about the latest developments in the field of science and technology

Information for Planning


Environmental information

Internal Information
Competitive information

Sources Of Information
Old Files

Observation
Library Research Chambers of Commerce

Meeting , seminars and conferences


Personal interviews Questionnaires Trade fairs and exhibitions Current electronic communication media , in particular , internet computer network

Information must be From a reliable source Accurate Complete

recent

Advice
Advice involves personal opinions. It is likely to be subjective Importance of Advice

Advice flows horizontally or down Words

Effective Advice
is both Man-oriented and workoriented Does not make worker feel inferior Is given in the workers interest Promotes understanding Can become a two way channel of communication

Counseling
Counseling is impersonal and professional

Counseling is objective and impersonal


It is often sought eagerly It often means psychological handling

Order
Order is a directive to a subordinate to do something in a particular way Orders move downwards Orders may be

1. Written or oral
2.General or specific 3. Procedural or operational 4. Mandatory or discretionary

Order should be
Clear and complete Capable of being executed

Given in a friendly tone

Instruction
Instruction guidance is order with

All instructions are orders , but all orders can not be instructions.

suggestion
Suggestions are welcome , for it is not obligatory to accept them Suggestions can be voluntary and anonymous; submitted through suggestion boxes Employees should be encouraged to give suggestions.

Persuasion
Persuasion is an effort to influence the attitudes, feelings, or belief of others , or to influence actions based on those attitudes, feelings of beliefs.

You can persuade others if

You are yourself convinced


You do not impose

You are not rigid and prepared to meet half way You can look at the situation from the other persons angle also.

Art of persuasion
Analyzing the situation Preparing the receiver Delivering the message Prompting action

Education
Education is a very conscious process of communication Purpose of education is to widen knowledge as well as to improve skills. It is carried on at three levels 1. Management Level 2. at the level of employees

3. at the level of outside public

Warning
Warning can be general or specific

E.g. of General warning


No Smoking No Talking Beware of the dog Specific warning should be administered in private and after thorough investigation. The aim of warning should be the organizations betterment.

Raising Morale
Morale is the sum of several qualities like courage , fortitude, resolution and confidence 1. 2. 3. 4. Factors conducive to the creation of high morale Every worker gets work matched suited to his physical and intellectual caliber Superiors attitude should be constructive Promotional avenues are available to the workers Genuine grievances of the workers are promptly removed

Motivation
Motivation can be achieved through

Monetary incentives
Making the workers participate in decision making Process

Making achievement of goal very specific


Giving security and congenial work environment

Elevator test
Information

Advice
Order Suggestion

Persuasion
Education Warning

Raising Morale
Motivation

Warning
Warning can be general or specific

E.g. of General warning


No Smoking No Talking Beware of the dog Specific warning should be administered in private and after thorough investigation. The aim of warning should be the organizations betterment.

Raising Morale
Morale is the sum of several qualities like courage , fortitude, resolution and confidence Factors conducive to the creation of high morale 1. Every worker gets work matched suited to his physical and intellectual caliber 2. Superiors attitude should be constructive 3. Promotional avenues are available to the workers

4. Genuine grievances of the workers are promptly removed

Motivation
Motivation can be achieved through

Monetary incentives
Making the workers participate in decision making Process

Making achievement of goal very specific


Giving security and congenial work environment

Process Of Communication

Stimuli

Sender-Encoder _______________ (experiences, attitudes, skills) Perception Idea encoding Symbol Decisions Sending Mechanism

Message _________ Medium


Verbal Nonverbal

Receiver-Decoder _______________ (experiences, attitudes, skills) Receptor Mechanism Perception Decoding Idea interpretation

FEEDBACK Verbal, nonverbal

Principles of communication

Clarity
Clarity of thought comes from a careful consideration of the objective , content and medium of communication.

For clarity of expression


Use simple , easy to understand words Use single word for long phrases Use verbs for nouns Avoid double entry Use concrete expressions that have a visual impact on mind and will be easy to remember Prefer active constructions , which are direct Avoid jargon , for it makes writing tedious and obscure Avoid ambiguity by placing the words correctly and using correct marks of punctuation Write very short sentences

completeness
For completeness see

If you have answered all the questions


Check for 5W questions Who what where when why

Conciseness
For conciseness

Only relevant facts


No repetition No verbosity Proper organization of the message

Consideration
Consideration implies respect for the readers point of view For consideration, Adopt the you-attitude in your message

Avoid gender bias


Emphasize positive , pleasant facts Write only what you sincerely feel to be correct

Courtesy
Courtesy begets courtesy , so make your message courteous Answer/acknowledge the letter promptly Do not use ant irritating expression Apologies sincerely for any omission

Thank profusely for any favors


In horizontal communication , use empathy In upward communication keep the message brief and complete In downward communication , be brief , clear and courteous

Correctness
Correctness implies

Giving correct facts


At an appropriate time In a suitable style

Barriers to communication
Miscommunication originates at three leves

1.transmitter
2. Medium 3.Reciever Anything that obstructs free flow of communication is called noise or a barrier to communication

Barriers to communication
Each communication must be transmitted through an appropriate medium. An unsuitable medium is one of the biggest barrier to communication.

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