COMMUNICATION SKILL

MMS SEM I PREMA YADAV

COURSE CONTENT
PROCESS OF COMMUNICATION COMMUNICATION IN ORGANISATION NATURE, FUNCTION & SCOPE MANAGEMENT OF WRITTEN & ORAL COMMUNICATION BARRIERS IN COMMUNICATION REPORT WRITING

COMMUNICATION TECNOLOGY & ITS IMPACT ON OFFICE

PROCEDURES AND AUTOMATION

EVALUATION
Two internal test of 10 marks each. (chapter1,2,3 and chapter 4,5,6. best of one) Two Role plays 5 marks each Review on book 10 marks

Attendence 10 marks
Final theory paper 60 marks

Objectives of the course

Understanding of what communication is all about- Barriers,

importance, techniques etc

Speaking and listening skills Correct use of Language- words Body Language Presentation and group discussion skills Written communication- report, letter, notes etc

What is Communication?
COMMUNICATION IS THE ART OF TRANSMITTING INFORMATION, IDEAS AND ATTITUDES FROM ONE PERSON TO ANOTHER. COMMUNICATION IS THE PROCESS OF MEANINGFUL INTERACTION AMONG HUMAN BEINGS.

ITS ESSENCES :
PERSONAL PROCESS OCCURS BETWEEN PEOPLE

INVOLVES CHANGE IN BEHAVIOUR

MEANS TO INFLUENCE OTHERS EXPRESSION OF THOUGHTS AND

EMOTIONS THROUGH WORDS & ACTIONS.

TOOLS FOR CONTROLLING AND MOTIVATING PEOPLE. IT IS A SOCIAL AND EMOTIONAL PROCESS.

COMMUNICATION IS DERIVED FROM THE LATIN WORD COMMUNIS WHICH MEANS TO SHARE.( SHARING OF IDEAS, FEELINGS AND EMOTIONS)

Definition
communication is a 2 way process in which there is

an exchange and progression of ideas towards a mutually accepted direction or goal.

For this process to materialize you have to identify

basic elements of communication. ie:sender,channel,message,receiver,feedback.

Definition
Communication is the process of exchanging information, usually through a common system of symbols. It takes a wide variety of forms from two people having a face to face conversation to hand signals to messages sent over the global telecommunication networks. Common forms of communication include speaking, writing, gesturing and broadcasting. Therefore, communication means to inform, tell, show, or spread information. When a person communicates, he/ She establishes a common ground of understanding. In the organisational context, it brings about a unity of purpose, interest and effort.

Communication can also be defined in the following ways:

The process by which information and feelings are shared

by people through an exchange of verbal and non-verbal messages. The successful transmission of information through a common system of symbols, signs, behaviour, speech, writing or signals. The creation of shared understanding through interaction among two or more agents.

ATTRIBUTES OF COMMUNICATION
Communication has four attributes or qualities
Communication is unintentional as well as intentional. Communication is dynamic process

Communication is systematic
Communication is both interaction and trasaction

The Communication Process Basic Model

5. Feedback travels to sender

1. Sender has idea

2. Sender encodes idea in message

3. Message travels over channel

4. Receiver decodes message

6. Possible additional feedback to receiver

A Classic Case of Miscommunication

In Center Harbor, local people recalls the day when Mr. Walter (T.V. Star) steered his boat into port. Mr. Walter was amused to see in the distance a small crowd on shore waving their arms to greet him. He could barely make out their excited shouts: Hello Walter, Hello Walter!

As his boat came closer, the crowd grew larger, still yelling. Pleased at the reception, Mr. Walter tipped his white captain's hat, waved back, even took a bow. But before reaching dockside, his boat abruptly jammed aground. The crowd stood silent. Mr. Walter suddenly realized what they'd been shouting: Low water, low water!

Analysis of Flawed Communication Process

Sender has idea Warn boater Sender encodes message Low water! Channel carries message Message distorted Receiver decodes message Hello Walter!

Success for YOU

in the new global and diverse workplace requires excellent communication skills!

MANAGEMENT OF WRITTEN & ORAL COMMUNICATION

METHODS OF COMMUNICATION VERBAL METHODS OF COMMUNICATION NON-VERBAL MEDIA AND MODES CHANNELS OF COMMUNICATION

What are the most common ways we communicate?

Benefits of Effective Communication

Enhanced Professional Image Better quality of documents

Increased productivity

Lesser Misunderstanding
Effective Communication

Stronger Decision making

Increased Awareness Among Employees

Quicker problem solving

Improved customer relations

Healthier Business relationships

Methods of communication

LEVELS OF COMMUNICATION

VERBAL
o o

Intra verbal: intonation of word and sound Extra verbal verbal: implication of words and phrases, semantics
Gestures Postures Movements

NON-VERBAL
o o o

SYMBOLIC

Main Forms in Business Communications

Internal (Operational) Communication

Orders

External Operational Communication

Personal selling

Personal Communication
Non business related exchange of information

e-mails
reports

Tele calling
advertising

TYPES OF COMMUNICATION

Channel

Direction 1. Downward 2. Upward 3. Horizontal

Method 1. Oral 2. Written 3. Gestural

1. Formal
2. Informal 3. Grapevine

Types of Communication
Downwards Communication : Highly Directive, from Senior to subordinates, to assign duties, give instructions, to inform to offer feed back, approval to highlight problems etc. Upwards Communications : It is non directive in nature from down below, to give feedback, to inform about progress/problems, seeking approvals. Lateral or Horizontal Communication : Among colleagues, peers at same level for information level for information sharing for coordination, to save time. In modern business environment communication extends beyond written or spoken words to listened word. Visual dimension added by T.V., computers has given to new meaning to communication. COMMUNICATION NETWORKS Formal Network Informal Network : Virtually vertical as per chain go command within the hierarchy. : Free to move in any direction may skip formal chain of command. Likely to satisfy social and emotional needs and also can facilitate task accomplishment.

METHODS OF COMMUNICATIONS VERBAL

Attributes of Oral and Written Communication
1) SPEED 2) RECORD

3) PRECISION AND ACCURACY

4) LENGTH 5) EXPENSE

6) BODY LANGUAGE
7) FEEDBACK

ORAL COMMUNICATION
CHANNELS Face to Face conversation Telephone conversation Public Speech Interview Group Discussion Negotiation Meeting

WRITTEN COMMUNICATION
CHANNELS
LETTER MEMO

NOTICE
CIRCULAR REPORT

MINUTES