COMMUNICATION

ITS IMPORTANCE
AND
COMMUNICATION GAP

“Without knowing the force of words it is

impossible to know men.” - Confucius

Kartikeya Tiwari
WHAT IS COMMUNICATION??
• Communication is the exchange and flow of
information and ideas from one person to another.
• It involves a sender transmitting an idea to a receiver
with the help of channel.
Channel
Sender
Receiver
Why communication is important??
• One can never imagine a world where no person
is able to understand other’s emotions but if it
happens then they are failing to understand that
they are in the same boat!!!

• How can one express oneself in such a situation?

EFFECTIVE COMMUNICATION
Effective communication occurs only if the receiver
understands the exact information or idea that the
sender intended to transmit.
EFFECTIVE COMMUNICATION
Thought: First, information exists in the mind of the
sender. This can be a concept, idea, information, or
feelings.
Encoding: Next, a message is sent to a receiver in
words or other symbols.
Decoding: lastly, the receiver translates the words or
symbols into a concept or information that he or she
can understand.
ELEMENTS RECEIVED BY RECEIVER
CONTENT
• Content is the actual words or
symbols of the message which is
known as language - the spoken
and written words combined into
phrases that make grammatical
and semantic sense.
CONTEXT
• Context is the way the message is
delivered and is known as
paralanguage - it is the non
verbal elements in speech such as
the tone of voice, the look in the
sender's eyes, body language,
hand gestures, and state of
emotions.
BARRIERS TO COMMUNICATION -

“Nothing is so simple that it cannot be

misunderstood.” - Freeman Teague, Jr
OTHER FACTORS
PHYSICAL BARRIERS
• due to the nature of the environment.

• the natural barrier which exists, if staff are located in

different buildings or on different sites.

• Likewise, poor or outdated equipment, particularly

the failure of management to introduce
SYSTEM BARRIERS
• faults refer to problems with the structures or
systems in place in an organization.

• For example the mic system in our lecture hall

sometimes it works out and some times not!!!!
ATTITUDINAL BARRIERS
• Come about as a result of problems with staff in an
organisation.

• Lack of consultation with employees, personality

conflicts which can result in people delaying or
refusing to communication.

• The personal attitudes of individual employees

which may be due to lack of motivation or
dissatisfaction at work
DIFFERENT LANGUAGES

• Represent a national barrier which is

particularly important for organisations involved
in overseas business.
INDIVIDUAL LINGUISTIC ABILITY

• The use of difficult or inappropriate words in

communication can prevent people from
understanding the message.
PSYCOLOGICAL FACTORS
• People's state of mind.

• We all tend to feel happier and more

receptive to information when the sun shines.
PRESENTATION OF THE INFORMATION
• The most important factor in leading to
miscommunication.

• The way we speak, we act while we

communicate, our body gestures all account for
the message we want to send.

• Examples are put forward…………

•
Case Study: The Logistic Company
•
Most of the courier and cargo companies, when they send
their total consignments (load in their language) to a
particular station, they do it with advance intimation by
way of sending E-mail (pre-alert message in their
language). ABC Logistics was no exception to this
procedure. Whenever they sent their load by evening flight
to Mumbai, they sent pre-alert to Mumbai giving details of
the load like flight number, total number of bags, total
weight of the bags etc. Night-duty Airport Executive at
Mumbai Airport use to retrieve the load and use to confirm
the receipt of the load to the Bangalore office.
The arrangement worked fine for months and even years.
Airport Executive continued to get the pre-alert message
and after retrieval of the load, he continued to confirm the
receipt of the load.
• Dinesh V Divekar Freelance Soft Skill & Behavioural Trainer
Bangalore - 560 094
•
On one fine night, Satish who was on night-duty at
Mumbai airport observed that neither any pre-alert has
been received from Bangalore . Nor Bangalore office had
sent any load to them. He tried calling Bangalore office.
But it was well past midnight and there was no response
from Bangalore office. Security guard on duty told to the
Airport Executive that nobody is available in the
Bangalore office and staff on duty had left already. Satish
knew that generally Ravi works in the night time. He tried
calling on Ravi ’s mobile number but it was switched off.
Satish had no other option except calling Asst Manager
Operations of Bangalore , Charles. Charles tried
contacting Ravi but he observed same what Satish had
observed, that Ravi ’s mobile was off.
Dinesh V Divekar Freelance Soft Skill & Behavioural Trainer
Bangalore - 560 094
• This was unique situation. He was concerned about what
had happened. Charles tried calling other operations staffs
to find out whether anybody knew home of Ravi . But none
of them knew where Ravi ’s house was. Charles was
disappointed. Though he had disturbed couple of staffs in
the dead of the night, there was no much headway. Charles
was on the horns of dilemma. Should I defer the matter for
early morning or settle right away? After deliberating for
couple of minutes, he chose latter.

As a last resort, Charles called Hari, HR Executive. Charles

explained situation to him and told him to go to office and
find out address of Ravi from the personal documents of
Ravi . By the time it was 01:30 hours and Hari was aghast to
find out that he was told to go to office at dead of the night.
Dinesh V Divekar Freelance Soft Skill & Behavioural Trainer
Bangalore - 560 094
• Hari went to his office, pulled out personal documents of Ravi and
noted his address. Later he confirmed the address to Charles.
Charles had no option but to commute 15 KM in order to go to
house of Ravi . He reached Ravi ’s home at 02:15 hours.
For Ravi , it was a strange experience to find out that his manager
was knocking his door at well past midnight. When questioned why
he did not send the pre-alert, he just told that “very simple, today
there was excess booking by other logistic companies and there was
no space, so cargo officials of all the airlines refused to accept our
load”. “And since no load was connected, I did not send pre-alert as
well. However, I have done booking for morning flight and load will
be connected through morning flight.”

• Charles was damn infuriated by his answer. But his fate had stored a
little more frustration for him as while returning home from Ravi ’s
home, night duty patrol cops caught for him driving his two-wheeler
without driving license.
Dinesh V Divekar Freelance Soft Skill & Behavioural Trainer
Bangalore - 560 094

•
 Case Study – The Wet Floor
•
Sushma works in Infosoft Solutions Pvt Ltd. She works there as
Project Leader. Occasionally her job demands coming early for
her duties or stay till late evening hours.
Once she was handling 2 projects simultaneously and on one
such day she had convened a meeting with her team members
regarding project delivery. She had called her team members at
0800 hours.
Sushma is a disciplinarian and generally she follows duty
timings strictly. Discipline starts with me, was her firm
principle. She had made a habit of coming 5 minutes early at
least. However, on that day she could not make meeting time of
0800 hours and she was worried of her reputation could be at
stake.
Dinesh V Divekar Freelance Soft Skill & Behavioural Trainer
Bangalore - 560 094
• Time was 0805 and she reached main gate of her company. Hurriedly she
swiped her card and rushed towards board room. That time few housemen
were doing cleaning. One of the housemen had spread soap solution on the
floor. Unaware of what is on the floor, she continued to rush to the board
room. In hurry, Sushma slipped her foot. The floor was made of marbles
and soap solution was sprinkled over it. The floor had become quite
slippery. Sushma, could not control her balance on the slippery floor and
fell down. Slippery floor dragged her couple of feet further.
The impact was so strong that she wailed loudly. Her team members
rushed to help her. Somehow she could get up with the help of her team
members. Considering her wailing because of pain, she was taken to the
hospital. In the hospital it was discovered that her hip bone was broken.
Later she was immobile for about two months because of hip injury.
Later in investigation, it was revealed that the houseman who was
cleaning the floor had not put the display board “Caution: Floor is
Wet”.
• Dinesh V Divekar Freelance Soft Skill & Behavioural Trainer
Bangalore - 560 094
TO AVOID MISCOMMUNICATION….
• Be a good listener. Remember always that hearing is
not what listening means. It is only part of it.
• Provide feedback for every exchange.
• Use nonverbal behaviors to raise the channel of
interpersonal communication: -
Eye contact:
Facial Expressions:
Gestures:
Posture and body orientation
The Moral of the presentation is -
References……
• www.googleimages.com
• Wikipedia , the free encyclopedia
• Dinesh V Divekar
Freelance Soft Skill & Behavioural Trainer
Bangalore - 560 094
 Prateek Singh - (07BT01145)
Ramakant Pradhan - (08BT01236)
Abhishek Day - (08BT01001)
Kartikeya Tiwari-(08BT01209)
Abhishek Basera(08BT01227)
Ankit Nebhnani - (08BT01073)