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BASIC COMMUNICATION
ZTC,JAMSHEDPUR
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IF YOU ARE IN POSSESSION OF A CELL PHONE, KINDLY TURN IT OFF NOW!
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INTRODUCTION
What is communication?
In simple words we can say that just to
convey the message
If we go in more detail we can say that
communication is the process of transmitting
(A B)& Receiving
(B A)Messages.
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Effective Communication
If some one achieve the desired level of
objective through communication , we can say
that it is effective communication.
e.g. If your communication get the proper
response from the receiver it means that you
effectively conveyed the message.
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How to achieve effective
CommunicationEncourage creative and Critical Thinking
Consider audiences information needs
Consider Audience's Technical Background
Consider Audience's Cultural Background andGender
Consider Audience's Knowledge of theSubject
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Consider the possibility of
Communication Failure
Expect audience resistance
Recognize communication constraints
Legal, social economic, psychological, institutional
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IMPORTANCE OF EFFECTIVE COMMUNICATION
As the ManagerRequested it.
As Marketing wrote it up
As the Art Dept.designed it.
As the Supervisor
implemented it.
What the Customer reallywanted!
As the purchase dept order it
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Using gender-neutral terms for occupations, positions, roles, Terms that specify a particular gender can unnecessarily
effect certain stereotypes when used generically.
Avoid ThisUse Use This Instead
businessman businessperson, executive, manager, businessowner, chair, chairperson
fireman firefighter
housewife homemaker
layman layperson, no specialist, nonprofessional
postman mail or letter carrier
policeman police officer or law enforcement officer
salesman, saleswoman, salesperson, sales representative, salesassociate,
salesgirl
spokesman spokesperson,
workman worker
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Components of Communication
1. Context
Internal Means
External Means
2. Sender (Encoder)
3. Message
4. Medium5. Receiver (Decoder)
6. Feed Back
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Context
Context tells us reason for communication and
reasons may be
1.Internal
2.External
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Internal:
Internal means a company wants
to Discuss an idea/Issue to its
employeesthe message shouldbe either in writing or verbal
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External:
In eternal contextsome query fromstakeholders or from outside the organization-
You may response to query
Fax
Telephone
Letter Verbal etc.
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Sender (Encoder)
When you sending the message, you are the
Encoder .
Here the wordyoumeanwriter/Speaker
decides whether the message should be in
written or oral. He/She may chooseWords,
Symbols, Pictures or Graphicsthat express the
objective in the real sense.
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Message
Message is basically the basic idea that you want tocommunicate.
The message may be
Verbal, means (Written or Spoken)
Non-Verbal, means( Symbols, Pictures or unspoken). This is very much important component of communication
Your message should be or MUST be clear and easy tounderstand
The most important element in message is your receiver. Youmust be well aware about your receiver.
While preparing a message you should keep in mind howyour receiver will interpretthe message.
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Message (Cont.)
You (Sender) should also keep in mind your
relationshipwith the receiver while preparing
message.
some times wrong messagemay create a loss
to your organization , to yourself.
or it can create a bad impression for you/your
company.
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Medium
Medium is basically channel through which yourmessage reaches to receiver & channel vary fromsituation to situation.
E.g. Lets say Govt of Pakistan wants to convey its
message to Pakistani Nation , now Govt will selectthe effective medium it may be.
T.V
Radio
Papers
Or all of the above keeping in view the Importanceofthe message.
When we talk at Micro /Organizational Levelthemedium may be writing or non-Verbal
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Receiver (Decoder)
To whom the message is being sent.
e.g. in case of Govt of Pakistan'sMessage,
Pakistani Nationis receiver(Decoder).
In simple words we can say that receiver is your
reader (in case of press , letters etc.) or
Listener (In case of TV, radio, Speaker Etc.)
Receiveris also known as decoder
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NON-VERBAL COMMUNICATION
Body Language50%
Tone of Voice40% Words10%
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NON-VERBAL COMMUNICATION
Nonverbal cues can play four roles:
Repetition: they can repeat the message theperson is making verbally
Contradiction: they can contradict a messagethe individual is trying to convey
Substitution: they can substitute for a verbal
message.Complementing: they may add to or
complement a verbal message.
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Body language includes
Face
Figure
FocusTerritory
Tone
Time
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Body language - face
Face includes:
Your expressions
Your smile or lack thereof
Tilt of the head; e.g., if your head is tilted toone side, it usually indicates you areinterested in what someone is saying
What message are you sending if someone is
presenting a new idea and you are frowning?
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Body language - figure
Figure includes:
Your posture
Your demeanour and gestures
Your clothes and accessories such as jewellery
What message are you sending if you are
dressed casually at an important meeting?
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Body language - focus
Focus is your eye contact with others
The perception of eye contact differs by culture. Formost Americans
Staring makes other people uncomfortable
Lack of eye contact can make you appear weak or nottrustworthy
Glasses may interfere or enhance eye contact
What message are you sending if you are looking atother things and people in a room when someone is
speaking to you?
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Body language - territory
Territory focuses on how you use space. It is also
called proxemics.
The perception of territory differs by culture. Most
Indians are comfortable with an individual space thatis about an arms length in diameter
What message are you sending if you keep moving
closer to a person who is backing away from you?
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Body language - tone
Tone is a factor of your voice
Pitch is the highness or lowness of voice
Volume is how loud your voice is
Emphasis is your inflection
What message are you sending if during a
disagreement you start speaking very loudly?
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Body language - time
Time focuses on how you use time. It is alsocalled chronemics.
Pace is how quickly you speak
Response is how quickly you move Punctuality is your timeliness
What message are you sending if you are
consistently late for meetings?
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To effectively communicate, we must realize
that we are all different in the way we
perceive the world and use this
understanding as a guide to ourcommunication with others.
Anthony Robbins
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Business Writing
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Business Writing - guidelines
Have a specific audience in mind
Know your objectives
Decide which information is essential
Decide how to present the information
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Business Writing - rules
Use specific language
Use active voice
Use plain English and simple sentences
Avoid jargon
Refrain from using slang/foul language
Take a stand
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E-MAIL ETIQUETTE
E-mail Basics Background Fonts Font size Font color
The subject line TO, CC & BCC fields Salutations
The Body of the e-mail Shorter Paragraphs Line Length Return Address Signatures
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TIPS
Let your language be courteous & polite without being too formal orpompous.
Run a spell check.
Dont forget to write your courtesy and greeting.
Clear communication & avoiding abrupt sentences.
Always acknowledge receipt of mail
Signature block
Dont Spam
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Feedback
Feedback is basically the response/reactionof
Receiverafter receiving the message.
Senderalways need feedback to check
weather the message effectively reached or
not? Or in other words.
Senderneed feedback to examine the success
or failure of the message.
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Criteria Receiving Feedback
Dont be defensive
Seek specific examples
Be sure you understand (summarize)
Share your feelings about the comments
Ask for definitions
Check out underlying assumptions
Be sensitive to senders nonverbal messages
Ask questions to clarify.
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Guessing the Occupation of a Person
Guess the Occupation of these two persons
http://images.google.co.in/imgres?imgurl=http://spaceresearch.nasa.gov/research_projects/images/bioastronautics_03-2002_2.jpg&imgrefurl=http://www.amazon.com/exec/obidos/tg/cm/top-reviewers-list/-/1/A185H69S1490LG&h=216&w=162&sz=5&tbnid=pwIsM2qh0-wJ:&tbnh=100&tbnw=75&hl=en&start=6&prev=/images%3Fq%3Dbearded%2Bman%26hl%3Den%26lr%3D%26ie%3DUTF-88/12/2019 Basic Communication Rev
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Stereotypical traits of a scientist
1) lab coat2) eyeglasses
3) facial hair
4) large amounts of hair on head
5) symbols of research: scientific equipment, laboratoryinstruments
6) pens in the pocket
7) male.
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