COMMUNICATION DEFINED

TRANSFER OF MESSAGE FROM ONE MIND (SENDER) TO OTHER MIND

(RECEIPIENT) WILL BE SUCCESSFUL, IF FOLLOWING STAGES ARE
PERFORMED WELL
• SOURCE
– SELECT THE MESSAGE ACCORDING TO THE SITUATION AND THE
AUDIENCE
– WORDING THE MESSAGE
– UTTERING THE WORDS
• TARGET
– LISTENING
– UNDERSTANDING
– REGISTERING THE MESSAGE
 AIMS OF COMMUNICATION
• TO GET THE BEST RESULTS FROM OUR
COMMUNICATION, FOLLOWING FOUR AREAS
ARE TO BE WATCHED
– WHAT WE MEAN TO SAY?
– WHAT WE ACTUALLY SAY?
– WHAT THE OTHER PERSON HEARS?
– WHAT THE OTHER PERSON THINKS HE HEARS.
 The Communication Cycle

Encoding Channel Decoding

Message Message

Source Receiver

Feedback
 To be an effective communicator and to get your
point across without misunderstanding and
confusion, your goal should be to lessen the
frequency of problems at each stage of this
process, with clear, concise, accurate, well-planned
communications
 TYPES OF COMMUNICATION
• SOUNDS
– TALKING, MUSIC, COUGHING, WHISTLING, CRYING, BARKING
– EXAMPLES : RADIO, TELEPHONE, TAPE-RECORDERS
• SIGNS
– ALPHABETS, DRAWINGS, SIGN LANGUAGE
– EXAMPLES : WRITING, PICTURES, SIGNAGE, ACTIONS,EXAMPLES :
GESTURES
• COMBINATION OF TWO : TELEVISION, CINEMA, LIVE CONCERTS
• OTHER SENSES
• FEELING - BRAILLE, HOT, WARM, ROUGH
• SMELLING – FLOWER, GARBAGE
• TASTE – BITTER, SWEET, SOUR,
 TYPES OF COMMUNICATION
• VERBAL
– TALKING, CRYING, LAUGHING, SHOUTING
• NON-VERBAL (BODY-LANGUAGE)
– HAIR STYLING, DRESSING, ATTIRE
– POSTURE, HAND MOVEMENTS
– GESTURES, EYE-MOVEMENTS, SMILE, TEARS,
RAISED EYE-BROWS, WRINKLES ON THE
FOREHEAD
 TYPES OF COMMUNICATION
• SPIRITUAL (HYPOTHETICAL)
– MOTHER CHILD COMMUNICATION AND
LACTATION
– LAILA - MAJNOO COMMUNICATION
– PROPHECIES
– DREAMS
– PRAYERS
 SELLING PROCESS
THE CHANNEL GETS RICHER AS YOU SEE YOUR
BUYER MORE INTERESTED YOUR STEPS ARE AS
FOLLOWS
• SEND A BROCHURE/CATALOGUE
• WRITE A LETTER OR E-MAIL
• MAKE A PHONE CALL
• MEET PERSONALLY TO DECIDE
 A BUYING PROCESS
THE CHANNEL GETS RICHER AS YOUR INTERST
ENHANCES. IN A PROCUREMENT PROCESS
YOU GO THROUGH THE FOLLOWING STEPS
• READ BROCHURES/CATALOGUES
• WRITE A LETTER OR E-MAIL
• MAKE A PHONE CALL
• PERSONALLY VISIT TO DECIDE
 Hierarchy of Media Richness
Rich

Overloaded Face-to-face
Zone
Telephone
Media
Richness E-mail

Newsletters
Oversimplified
Zone
Lean
Routine/ Nonroutine/
Situation Ambiguous
Clear
 HOW TO BE MORE EFFECTIVE?
• DO HOMEWORK AND REHEARSE
• PRESENT IDEAS IN ORDERLY MANNER AND
COMPREHENSIVELY
• LISTEN TO YOUR AUDIENCE
• HAVE RIGHT VOICE MODULATION
• OPTIMUM VOLUME
• VOCAL VARIETY
• MAKE IT PERSUASIVE
Persuasive Communication
Communicator Audience
Characteristics Communication Medium Characteristics

• Expert • Self-esteem
• Credibility Message • Inoculated
• Attractive Content

• Present all sides

• Few arguments
• Emotional appeals
• Inoculation effect
 HOW TO BE MORE EFFECTIVE?
• BE STIMULATING
• BE CONCIOUS OF BIAS
• APPLY BODY LANGUAGE
• HAVE A SMILE ON YOUR FACE
• BE A MIRROR OF YOUR MESSAGE
• EMPHASISE ALL THE TIME
• USE THE “KISS” METHOD
• MAINTAIN A RIGHT DISTANCE
 Effective Communication

• Enjoy yourself. The audience

will be on your side and want
to hear what you have to say!
 Use of Visual Aids
• Overhead Transparencies, Slides, Flip Charts,
Videos, Handouts and Props
• Multi-Media Presentation as being done now.
• Experiment with PROPs
– Concave and Convex Mirrors
– Dispersal of Light (Prism and Disc)
– Magnets (Attraction of the Opposite Poles)
– Recipe for a perfect Society
 Creativity
© K.Amruth Kumar 2005
 Use of Examples and Stories
• Examples from real life
– “Stitch in time saves nine”
• ABC & Co did not complete Book-Keeping on timely
basis and that resulted into serious chaos
• Stories to establish your view-point
– “Unity is the best policy”
• Story of the dying man and his 3 sons and the bundle of
sticks
 WHAT NOT TO DO?
• EXAGERRATION
• FILTERING
• VAGUENESS AND GENERALITY
• EGOCENTRIC LANGUAGE
• JAW-BREAKERS -LANGUAGE
• DEVIATION FROM THE SUBJECT
 WHAT NOT TO DO?
• CONFUSING FACTS WITH OPINIONS
• HANDS TO FACE GESTURES
• HANDS IN THE POCKET
• OBJECTIONABLE POSTURES
• AHs AND PAUSEs – UNWANTED WORDS OR
PHRASES
MISCOMMUNICATION
 MISCOMMUNICATION
• A FEW MISUNDERSTOOD WORDS MEAN LIFE AND
DEATH
• WORST AVIATION DISASTERS DUE TO
MISCOMMUNICATION
• IN 1977 IN CANARY ISLANDS, TRAFFIC CONTROLLER
GAVE DEPARTURE INSTRUCTIONS, KLM 747 PILOT
THOUGHT ITS DEPARTURE CLEARANCE. HE PULLED THE
THROTTLE AND HIT A PANAM 747 ON THE RUNWAY
KILLING 583 PEOPLE.
 MISCOMMUNICATION
• BOTH WERE SPEAKING ENGLISH AND THE AIR-
TRAFFIC CONTROLLER GAVE THE RIGHT
MESSAGE. BUT THE PILOT MISUNDERSTOOD.
RESULT – DEATH
• SIMPLE MISUNDERSTANDINGS, ALTHOUGH
THE INTENTIONS ARE CLEAR.
RESULT – RELATIONSHIP IMPAIRED
Chinese Whisper
MESSAGE PASSED FROM PERSON TO
PERSON BY WHISPERING.
THE MESSAGE CHANGES DRAMATICALLY,
FROM THE ORIGINAL IDEA
 ORIGINAL MESSAGE
• A KING WEARING A RED TURBAN AND A
WHITE ROBE ORDERED HIS GENERAL TO
ADVISE HIS SOLDIERS TO CLOSE THE BORDERS
FOR A LIMPING MAN, WHO MAY DESTROY
THE PEACE OF HIS NATION
 Communication- Two Way Process
Sender Transmit Receiver
Message

Form Encode Receive Decode

message message encoded message
message

Noise

Decode Receive Encode Form

feedback feedback feedback feedback

Transmit
Feedback
Communication is integral for any
relationship, be it at home, with friends, or at
work. Research has shown consistently that a
deficiency in this skill can absolutely ruin
relationships. The foundation of solid
interpersonal skills is not just making yourself
be heard but also involves an understanding of
where other people are coming from.
 BE A GOOD LISTENER
• COMMUNICATION IS NEVER A ONE WAY PROCESS
• WHEN OTHER PERSON IS TALKING, SHUT-UP
• PAY TOTAL AND UNDIVIDED ATTENTION WHEN
LISTENING
• WATCH YOUR BODY LANGUAGE
• LISTEN FOR SIGNALS
• DO NOT GET EMOTIONALLY INVOLVED
• USE EXPRESSIONS LIKE “I SEE” ETC.
Active Listening Process and Strategies
SENSING
•Postpone evaluation
• Avoid interruptions
• Maintain interest

ACTIVE
LISTENING

RESPONDING EVALUATING
• Show interest • Empathize
• Clarify the message • Organize information
 COMMUNICATION WAVELENGTHS
• LEVEL 5 : CLICHÉ CONVERSATION
– HOW ARE YOU? NICE DAY! ETC.
• LEVEL 4 : SMALL TALK
– WEATHER, TV, CURRENTS AFFAIRS
• LEVEL 3 : FACTS & OPINIONS
– EXCHANGE OF IDEAS AND FACTS
• LEVEL 2 : EMOTIONS AND FEELINGS
– FRIENDS, FAMILY, PAINS, PLEASURES
• LEVEL 1 : PEAK COMMUNICATION
– INTIMATE FRIENDS, SPOUSE, CHILDREN
 IMPORTANCE
• SUCCESSFUL BUSINESSMAN - LEE IACOCCA
• GREAT RESEARCHES
– HAKIMS viz a viz ALLOPATHY
• POLITICAL LEADERS
• REVOLUTIONARIES
• SUCCESSFUL LAWYERS
• ACTORS
 COMMUNICATION REVOLUTION
• REVOLUTIONARY CHANGES
• E-MAIL, VIDEO COMMUNICATION
• ELECTRONIC CONFERENCING
• DOCUMENT CONFERENCING
• A person will not be respected for his physical
attire but for his communication skills
 CONCLUSION
YOU NEED TO BE A BETTER COMMUNICATOR TO
• BE POPULAR AT HOME AND AT YOUR INSTITUTION.
• TO BE EFFECTIVE IN SELLING AND COMMUNICATING
YOUR IDEAS TO OTHERS
• TO IMPROVE YOUR PERSONALITY
• TO BE MORE PRODUCTIVE
• TO PROGRESS IN LIFE
• TO INFLUENCE PEOPLE
• TO ACHIEVE YOUR DREAMS
 Reading Test

I cdnuolt blveiee taht I cluod aulaclty uesdnatnrd waht I was

rdgnieg
--------------------------------------------------------
THE PAOMNNEHAL PWEOR OF THE HMUAN MNID
Aoccdrnig to a rscheearch at Cmabrigde Uinervtisy, it deosn't
mttaer in waht oredr the ltteers in a wrod are, the olny iprmoatnt
tihng is taht the frist and lsat ltteer be in the rghit pclae. The rset
can be a taotl mses and you can sitll raed it wouthit porbelm. Tihs is
bcuseae the huamn mnid deos not raed ervey lteter by istlef, but
the wrod as a wlohe.
Amzanig huh?
 Communication Skills Successful
Career
• In a recent survey of recruiters from
companies with more than 50,000 employees,
communication skills were cited as the single
more important decisive factor in choosing
managers
 Communication Skills for Successful
Career

• The survey, conducted by the University of

Pittsburgh’s Katz Business School, points out
that communication skills, including written
and oral presentations, as well as an ability to
work with others, are the main factor
contributing to job success