Final Presentation Group 1

7/27/2019 Final Presentation Group 1

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Meaning: Communication is conveying ones ideasand thoughts to another person so that both sharethe ideas

Communication is sending, giving, or exchanging

information and ideas," which is often expressednonverbally and verbally.- Websters Dictionary

Communication is a process of passing

information and understanding from one person toanother-

Keith Davis


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1. It is a DynamicProcess

2. It is Systemic

3. It is bothInteractionand Transaction

4. It is Intentional as well as Unintentional


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To be able to able to express your ideaseffectively in writing and in speech.

To be able to work together, identify problems,analyze alternatives and find solutions.

To co-ordinate with various other branchesand departments.

To provide information to potential buyers andgeneral public about the product.


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THE NEED FOR COMMUNICATION WITH THE

GENERAL PUBLIC


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By March 2000, Domino's opened 37 outlets all overIndia. Between April 2000 and February 2001,Domino's set up 64 more outlets in India. Delhi had

the maximum number of outlets 17, followed byMumbai with 13. Domino's had the largestretail network in the fast food segment in India- with101 outlets across 40 cities.

Domino's had a tie-up with a real estate consultantRichard Ellis to help with locations, conduct feasibilitystudies, and manage the construction. It was alsolooking at non-traditional outlets like large corporateoffices, railway stations, cinema halls and universitycampuses. In early 2000, Domino's had opened anoutlet at Infosys, Bangalore, which was verysuccessful. It also had outlets at cinema halls PVR inDelhi, Rex in Bangalore, and New Empire in Kolkata.


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By January 2001, Pizza Hut had 19 outlets across

India. In a move to expand further, Pizza Hutplanned to open an additional five restaurants inMumbai and 30 restaurants across major cities inIndia, by 2001 end. Tricon announced that thecompany would invest Rs.30 million on each ofthe restaurants. In March 2001, Pizza Hut openedits first three-storeyed 125-seater dine-inrestaurant at Juhu in Mumbai. Said a companyofficial, We are expanding the number of

restaurants across the major cities to cater totoday's youth which has taken to pizzas as acuisine.


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QUESTIONS FOR DISCUSSION 1. Domino's entered India at a time when

Pizza Hut and McDonald's were already in themarket. What was the strategyadopted byDomino's to make a dent in theIndian market?2. Though Pizza Hut entered India before

Domino's, it eventually lost its share toDomino's. How can Pizza Hut counter thecompetition from Domino's?


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The process of communication involves theinteraction of seven elements or factors :

1. Source/Sender : The one who initiates theprocess of communication.

2. Audience/Receiver : The person(s) foe whomthe communication is intended.

3. Goal/Purpose : The senders reason forcommunicating.

4. Context/Background : The background inwhich the communication takes place.5. Message/Content : The information Conveyed.


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6. Medium/Channel : The means or method usedfor conveying the message.

7. Feedback : The receiver's response to thecommunication.


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The sender is the one who decides what informationis to be conveyed making up for half the process ofcommunication.

Thus the functions of the sender are :

1. Being clear about the goal/purpose ofcommunication.

2. Understanding the needs of the target audience.

3. Encoding the information and ideas symbols to

create the message so as to suit the receiver.4. Selecting the medium to send the message.

5. Making efforts to get feedback.


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The receiver becomes aware of themessage/content, provided by the sender, byperceiving it with his senses (he may see, hear,feel) and interprets it.

Thus the functions of the receiver are :1. Attending to the message (i.e. by listening,

reading, observing).2. Decoding the received message.

3. Interpreting and understanding the message.4. Responding to the message.5. Providing the sender with feedback.


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This is the most complex part of the process.The receiver feels a reaction to the message(which may be conscious or unconscious) andleads him to think. He may offer his thoughts

or ideas in response or even take action ifnecessary. He may also reply to the message.

The reaction, reply and response together formthe feedback.


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Context is the set of circumstances thatsurround a n event and influence itssignificance.

A message may acquire a different meaning in

a changed context. The context influences the senders encoding

and the receivers decoding and also eachones interpretation.

Timeis also an element of the environment.


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Time :It has three aspects :

1. Time of the communication.

2.

The length of time taken by a communicationevent.

3. An appropriate time for giving someinformation.


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A medium is the means of transmitting orconveying a message.

Some media carry written words or picturesor graphics.

Other media carry the voice.

Electronic media can carry both voice andwritten material.


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The main aspects of choosing a medium are:

The type of audience you want to reach.

The speed with which the message should beconveyed.

Need for confidentiality of the message.

Need for accuracy in transmission of

message. Need for reliablity of the medium.


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Cost of the medium and its relativeimportance and urgency.

Availability of a particular medium to thesender and to the receiver.

Feedback capacity of the medium.

Availability of a hard copy for record.

Formality of the medium must be suitable to

the content of the message. Intensity and complexity of the message.


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There are three types of modes. They are:

1. CONVENTIONAL MODE.

2. ELECTRONIC COMMUNICATION.3. MEDIA OF MASS COMMUNICATION.


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Media which have been in use for a long time arecalled conventional for convenience and todistinguish them from the modern media basedon advances in electronics.

The types of conventional modes are:

1. MAIL.

2. COURIER.3. HAND DELIVERY.

4. TELEGRAPH.

5. TELEX.


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They are usually a government-ownednetwork with links with all the othercountries.

The postal service uses rail, road and air

transport. Ordinary mail, registered mail which may

include A.D., Quick Mail Service, Expressdelivery are the various types of mails

available. Speed post is a special service offered by the

post office.


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They are private services. They deliver and collect packets door-to-

door at any time during the day.

They provide a very quick service.

Their services are limited to the cities wherethey maintain their network.


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Written messages, documents and parcelscan be delivered within the city by anorganizations delivery boys.

The effectiveness and speed of this method

depends on the organizations own system ofmessengers. It ensures prompt delivery and

acknowledgement from the receiver.

We can get proof of delivery as themessenger can bring back a signed copy oran official receipt.


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These re media which transmit signals instantlyfrom any source to any destination in the worldby modern electronic technology.

The types of electronic communication are:

1. TELEPHONE.

2. CELLULAR PHONE.

3.

FAX.4. E.MAIL.

5. TELECONFERENCING.

6. INTERNET.

7. COMPUTER.


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It is the most useful and universal medium ofcommunication among persons who are not at thesame place.

The INTERCOM is an internal telephone system

which allows communication between persons indifferent parts of a building.

STD( Subscribers Trunk Dialing) allows a user tocall a number in another city directly.

ISD( International Subscribers Dialing) allows theuser to call another number of any major cities ofthe world.

ANSWERING MACHINE can take a message if youcannot answer it.

CONFERNCE allows 3 or more persons to


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The cellular phone is based on a combinationof the old radio technology and emergingtelecommunication technology.

Weather conditions, underground parking,fortified buildings may effect reception.

Air time is charged by the minute on callsmade from and received by the cell phone.

They have facilities for storage of numbers,record of missed calls, receiving text

messages(SMS), receiving information givenmy the network.

It has the facility of VOICE MAIL which is apersonal answering machine service.


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It has CALL CONFERENCING which allows auser to join up to five participants in adiscussion.

It makes it possible to contact a person who

are out in the open.


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The facsimile machine is a device fortransmitting copies of printed images overtelephone lines.

The machine is connected to thetelephone through s modem.

The machine scans the page and convertsit into an electronic representation of thetext and graphics, then this data is sent tothe receivers fax machine.

The receiving machine decodes the signalsand uses it in-built printer to produce anexact photocopy of the original page.

It permits quick exchange of information

and documents.


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Sends inexpensive messages. Provides a written record of the messages

transmitted.

Sender gets a confirmation print out showingthe receiver's fax number, date and time oftransmission.

Used only for non-confidential document.

Sometimes the received copy is not clear.


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1. It is the communication between a largenumber of people.

2. The messages are prepared by teams andreach a large number of people all over the

world.

3. The distance between the sender and theaudience is very


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The various types of mass mediacommunications are:-

1. Notice Board

2. Hoardings and Bill Board3. Newspapers and Magazines

4. Radio

5. Film

6. Television

7. Internet


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Notice Board and bulletin board are mediafor

public communication within the organization.

It is placed at a location where it can be easilyseen by the persons it is meant for and noticeboards should be attractively laid.

Notice boards should be up-to-date and

should not contain any stale notices.


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The radio is a medium of mass oralcommunication.

News, notices, advertisements are

transmitted to the public by radio. It follows only one-way communication i.e.

the feedback from the audiences is notknown.

The transistor set has made it possible forthe radio to reach all parts of the country.


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The film is the most powerful medium ofcommunication.

It is the audio-visual medium whichcombines all possible forms: written, oral,

visual, auditory. The film is a highly versatile medium and can

be used for many purposes, and adapted todifferent conditions.


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Television is a powerful medium, which, likefilm is audiovisual.

Its ability to transmit live events as they aregoing on makes it the most powerful medium

for mass communication. With teleconferencing, the television can

transmit things happening at more than oneplace at once.


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Internet is the most powerful and the mostrecent medium of communication of all.

It still has a limited audience. Unlesssomeone takes the trouble to visit your

website, it may not be noted by all. Website addresses have to be publicised

through other media, and it is still in processof finding out ways and means of attractingpeople


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People who need to communicate will have tokeep up with the technology ofcommunication which is developing rapidly tobring the communicating parties closer to

each other. Your selection of the medium can make the

difference between effective and ineffectivecommunication.


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The communication through electronic mail isalmost instantaneous and besides sending amessage you can also send whole documentas attachment.

It is different from fax. It has immediacy offax but is more efficient and economical. Earlier, Hot mail was the only free e-mail

service on the internet. These services are

web-based and do not require any specialsoftware; they can be used with any webbrowser.


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An important capability of e-mail is its abilityto create ongoing electronic conferences.People all over the world, interested in aparticular topic can meet to hear new ideas,

new papers and discuss them in a group.


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Teleconferencing can be defined as "bringingpeople together without having to spend timeand money on travel".

There are three types of teleconferencing:-

1. Audio teleconferencing

2. Audio graphics teleconferencing

3. Video teleconferencing

Audio teleconferencing provides the element oftelephone


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Audio graphics teleconferencing provides thefacility to move text, computer generatedimages, photographs and large files overordinary telephone lines.

Video conferencing allows people at differentlocations to see and hear each other at thesame time.


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Channel of communication refers to the wayalong which a message flows from the senderto the receiver.

An organization has well-ordered network of

channels along with communication flows.


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Messages that flow outward or inward froman organization come under ExternalCommunication.

Organizations have official procedures and

systems for handling externalcommunication.

Inward and outward, both messages aresecurely recorded and filed for futuereference.


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Messages go out of organizations tocustomers, suppliers, banks, insurancecompanies ,the mass media, governmentaldepartments and the general public.

These messages may be in the form ofletters, faxes, telephone calls, telegrams,reports, advertisements, speeches, visits etc.

Outward Communication


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The style, format and tone of the companysoutgoing communication affect its publicimage and public relations. So, mostorganizations have a strict policy about the

style and appearance of the companysmessages that go out.

Copies of outgoing written documents arefiled for reference

External Communication


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An organization receives letters, faxes,brochures, circulars, journals and magazines,telephone calls and personal visits

These may be from customers, suppliers,

government departments, otherorganizations etc.

Inward communication messages are filed forrecord and reference.


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The communication which happens within anorganization

The flow of communication within anorganization forms a complicated pattern

The volume and direction are usuallydetermined by the pattern of hierarchy, andlevels of authority and also by therequirement of tasks.


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Internal communication usually happensthrough means of emails, memos, meetings,group discussions, circulars etc.

Internal communication happens through two

channels-1.Formal Channels2.Informal Channels


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Formal channels are those which carry theofficial messages in the organization. The flow of messages is strictly organized in

a well ordered network as no information

leakage is tolerated. For example, clerks from one department

cannot exchange official papers directly butonly through the supervisors or section headsof respective departments.

Also, a clerk can approach the manager onlythrough his own supervisor.


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In organizations with strong formal channelsof communication, the executives concernedare kept informed of what is going on.

The formal channels can be divided into the

following-1 Vertical Communication2 Horizontal or Lateral Communication


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In an organizational hierarchical structure,the messages that move betweensubordinates and their supervisors, comeunder Vertical Communication.

Messages going from superiors tosubordinates are downward communication.

Messages going from subordinates tosuperiors are upward communication.


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Messages going from the higher authority tothe lower levels may be written or oral.

Written messages are notes, circulars, noticesor emails;

Oral messages may be face to face , or bytelephone or announcements.


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The common purpose are to give-

i. Instructions about a specific task.

ii. Info about the procedures followed bythe organization.

iii. Info which creates understanding ofthe task in relation to other tasks ofthe organization.

iv. Feedback about subordinatesperformance.

v. Info about the ideology and goals ofthe organization which would help

them to develop a sense of belonging

Downward communication must be simple


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Downward communication must be simpleand carefully explained.

A lot of information is lost as the message

moves downward. Information is also lost because sometimes,

some members may misinterpret themessage, may understand it incompletely, or

may neglect it. It is more effective to communicate

downward in a cluster as in a meeting aseveryone receives the message at the same

time in the same environment and there isscope for further discussion and seekingclarification.


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The common purposes of upwardcommunication are-

To give information to the management.

To enable the management to learnabout the concerns of subordinates.

To enable all employees to contribute

ideas


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Communication does not flow upward easily. The

following occur in upward communication-

Subordinates may be too afraid to giveideas to higher authorities as their jobis in their hands.

Superiors may be too impatient tolisten.

Deliberate suppression of information

because of self-interest and jealousy.

Channels for upward communication


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Channels for upward communication-

Regular reporting systems.

Periodic review meetings

Suggestion scheme

Open door policy.

Informal gatherings.

Standing Committees.


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Messages that flow between persons of equalstatus or same level of authority in theorganization is horizontal o lateralcommunication.

There is more horizontal communication athigher levels of authority.

It includes both information and persuasion.


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Diagonal communication involvescommunication between a person(s) of alowerlevel in one department and person(s) of ahigher level in another department

Diagonal communication can often beharmful The diagonal channel is a product of

development in modern communicationtechnology,the reduction of hierarchicallevels in organisation and the quick exchangeof information


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Consensus is a channel that is neither verticalnor horizontal

Its is a method of decision-making thatreflects the ideas and thought of all the team

members Consensus is a decision that is acceptable to

everyone

It is not unanimity nor is it a majority vote


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In addition to the imposed organizationalarrangement, members of groups that worktogether construct their own communicationnetworks

Informal networks serve a valuableorganizational function

Informal networks are sure to arise in anyorganizational unit, informal communication

net


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Information: Information consists of factsand figures and data which can be arrangedin different patterns as required for different

purposes. Many companies give informationto the public about the progress, productsand policies through the mass media.

k ff


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Persuasion: Persuasion means making effortsto change or influence the attitudes and

behavior of others. It is the skill of using thebest arguments to win over and convinceothers.

The factors of persuasion are:

1. Personal Character and Reputation2. Skillfully Appealing to Emotions

3. Logic of the Presentation


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Messages moving from seniors to sub-ordinates in an organization or from personswith expert knowledge to laypersons, haveseveral objectives like giving instructions and

orders to carry out tasks, training people forthe task, motivating people, to maintaindiscipline and conduct, giving advice andpersuading people on various matters.


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nstructionis information about how to carryout a process or procedure.

Showing how to carry out an instruction iscalled an demonstration

An orderis a formal assignment of a task An order must be clear and exact

All communication must be in a style whichthe recipient understands


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Education is the development if the abilitiesof the mind

Training is practical education or practice in askill under the guidance of an expert

Special communication skills are required toaccomplish these objectives

Oral communication in the form of lecturesand discussions. Demonstrations, films,actual work experience are used for training.

Training is also used for changing attitudesand developing a commitment amongemployees


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Motivation means providing a person withmotive, an incentive, an inner urge to makeeffort to do their best

Communication is the most important and

critical element in motivation of employees Motivation requires regular and careful

communication which managers andsupervisors need to do skillfully


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IMPORTANCE OF MOTIVATION

When Michael started his own consultancy he


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When Michael started his own consultancy heemployed top people; people he'd worked with inthe past who had shown commitment, flair and

loyalty and who seemed to share his values. But afew months down the line one of his teammembers started to struggle. Jo was putting inthe hours but without enthusiasm. Herconfidence was dropping; she was unfocused and

not bringing in enough new business. Michael explained to Jo the seriousness of the

situation. Without new business he would losethe company and that would mean her job. Heshowed her the books to illustrate his point. Heagain ran through her job description and theprocedures she was expected to follow. He toldher that he was sure she was up to the job but hereally needed her to bring in the new business or

they would all be out on their ear.

Jo told Michael that she understood She was


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Jo told Michael that she understood. She wasdoing her best but she'd try harder.

But a month later nothing had changed. Afteran initial burst of energy, Jo was back to herold ways.

QUESTIONS:

Q:Why do you think her motivation faded sosoon?

Q:What should be done to keep a personmotivated?


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1. Listening to them and showing respect fortheir views

2. Ensuring credit is given when its due

3. Avoiding personal criticism even when

opposing their ideas4. Maintaining an open communication climate

5. Using a friendly and cooperative style ofgiving instructions

6. Making clear statement of expectations

7. Giving incentives


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Counseling is specialized form of advice,persons who are experts in psychiatry,medicine, law give advice on matters relatedto the subject

Companies that take care of their employeeswelfare have counseling services for them Communication for counseling is oral, face to

face and confidential

Counseling can be successful only if there isfree two way communication


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A manager or supervisor may advise junioremployees on matters related to work or onpersonal matters if the relationship is close

A senior may give advice to a confused

employee on how to be more efficient Communication for advice is oral, face to

face, informal and confidential

The person giving advice must be tactful andhave a sympathetic nature


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Warning means advising or urging someoneto be careful.

It is meant to caution someone of possibledanger

A warning is also an authoritative and formalnotice of something unfavorable

It is only given when milder methods have

failed to achieve results Good communication skills are required to

give a warning without being insulting


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Appreciation means showing and expressingpraise for the work of others

Simple appreciation can be expressed orally,in writing and by non-verbal methods


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A manager may orally compliment the personor group

A letter of appreciation can be issued

An award of a certificate at a function

A Promotion Invitation to a special meeting

Assignment of more important and

responsible tasks


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Morale is a state of mind and of disciplineand the spirit of a person or a group.

It reflects their level of discipline andconfidence

Confidence is an important factor of morale.People need confidence1.in themselves2.in the management

3. in their companies ability An open communication climate helps to

keep the morale high. It insures a good flowof information in the organization.


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A good deal of communication moves fromsubordinates to superiors. Information movesupward by a system of periodical reporting anda collection of feedback and users evaluationsheets.

People make requests, application, appeals tothose who have power to grant them;

aggravated persons may make demands orcomplaints; creative people make suggestions.


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Requests are made by staff for various kindsof permission and favours.

There may be requests for leave, forpermission to report late or leave early on a

particular day, or for an increase in salary. It is best done in two stages :

1. orally with the immediate supervisor andthen,

2. a written request to a higher authoritythrough the immediate supervisor.


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Application is a written request, giving fulldetails of the matter and supported with

reasons, whenever necessary.


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Appeal is an earnest request for help or

support or for something that does not fallwithin your privileges.

It is obtained by appealing to a higherauthority with proper reasons.

It may be written or oral by an individual orgroup.


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A demand is formal and is put through anemployee union.

It has to be supported by god reasons.

They are usually collective and in writing.

Requests and appeals for better serviceconditions may turn into demands if themanagement is unsympathetic or the union isaggressive.


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An employee who feels that he has not beengiven what he deserves (e.g. a promotion),makes a representation.

A representation must contain full

explanation of the case; evidence in the formof documents like an appointment letter,rules in the service-conditions book orgovernment circulars, may be quoted or

cited.


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Complaint is made when there are faults ordefects in the system or in the goodssupplied or the service rendered, so that itmay be corrected.

Within an organization, minor complaintsmay be adjusted by oral communication.

In commercial transactions it is necessary tomake the complaint in writing.

Customers can also make complaints bytelephone.


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A suggestion is a new idea proposed forconsideration.

In an organization, employees at all levelsmay suggest to their supervisors and seniors,

ideas on better procedures and methods. A suggestion is usually oral and may come in

a formal or informal discussion.


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Communication among persons of the samestatus is very important for co-ordination andplanning. Managers need to meet up atregular intervals to ensure that the

organizations activities are in harmony.Official issues may be taken up in the form ofmeetings, requests, suggestions and advicemay be exchanged informally.


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Heads of department and other peer groupsneed to share information about work,activities, progress and processes.

Some information is passed through copies of

documents like letters and reports. A good deal is exchanged orally by formal

and informal meetings or over the intercom.


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Informal and formal requests are madeamong peer groups for suggestion, advice,favours and so on.


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Plans and projects require discussion andreview; formal and informal meetings areheld for this purpose.

Daily routine matters may be settled by

informal discussion. Discussions among people have an educative

value and are used in training programs.


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Projects and tasks involve severaldepartments.

Every department must know how the otheraspects of the task are progressing so that all

can make a proper contribution. Members of a team need to meet regularly to

review and understand the progress of theirproject.


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Conflicts are unavoidable when differentpersonalities work together.

Regular lateral communication is necessary

for preventing and resolving conflicts thatarise between departments or individualmembers of a team.


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Problems may arise in the course of carryingout any task or project.

Most of there can be solved by horizontal

communication among all those who areconcerned with the problem and affected byit.


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One of the most important and informalobjective of lateral communication is toprovide social and emotional support among

peers.


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Final Presentation Group 1

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