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Contact this tutor Conflict & Decision Making Effective Communication
Unit- I The basics of Communication process
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Communication Skills Email Etiquette
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Effective Communication
Syllabus ' Communication Skills — Definition — Process of communication — The level of communication — The flow of
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communication — Communication network — The importance of technical Communication
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Definition "Communication is the activity or process of feelings or of giving ideas and expressing people information and instructions
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PROCESS OF COMMUNICATION FIGURE 1.4 Sender has idea The Communication Process 5. Feed ba c k travels to
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sender 2. Sender encodes idea in message 3. Message travels over channel 6. Possible additional feedback to receiver 4. Receiver decodes message
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Process of communication The communication process consist of 5 steps Ideation Encoding Transmission Decoding Response
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Ideation The process of communication begins with Ideation, which refers to formation of the idea or selection of a
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message to be communicated. — It consist of what is to be communicated and is concerned with the content of message to be presented — Message are generally of two kind Logical and emotional — Logical message contains factual information, while emotional message consist of feelings and emotions O O
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Encoding Encoding is the next step in communication under this, message are composed of symbols having translation of an already conceived idea by the sender in to the message appropriate for the transmission Wording of the message
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maybe different for different methods of communication to be used. Idea Internal noises ENCODING transmitted
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Transmission Transmission refers to the flow of the message over the chosen channel Transmission confirms the medium
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selected during the process of encoding and keep the channel communication free from interferences or noise, so that the message reaches the receiver without any disturbances or distraction Transferring file: 79% done. Receiving File: 041 From Garcia, Joseph Time left: Filename: Speed: 3 sec (2.00 ma 2.53 ma copied) 041 mp3 164.71 aperi Folder Cancel
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Decoding Decoding is the reverse of encoding it is the process of converting a thoughts by into message translating the received message into an interpreted meaning. It is important to note that it is the message that is transferred and not the meaning Effective decoding is very important for effective communication as any misinterpretation of a message leads to communication distortion M essa g e d ecod ed tntornat and Sernantic noises DECODING received t'
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Response Response is the last stage of communication process. It is the last stage of communication It is the action or process. reaction of the receiver to the message. It helps the sender to know that the message was received and understood. Response is tus the key to communication as the effective communication depends on how congruent the receivers response is with the meaning intended by the sender. m m o -g-aF
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The level of communication ' Human communication takes place at a various levels ' Extra personal ' Intrapersonal Interpersonal Organizational Mass Communication
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Extra personal The communication between Human beings and non human personal entity is extra communication Ex:When your pet dog comes to you wagging its tail soon as you return home from the work , it is an example of extra personal communication This form of communication coordination and requires understanding between the sender and the receiver.
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Extra personal
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Intrapersonal Communication This type of communication takes place within the individual. We know that the brain is linked to all the parts of the body by electrochemical system. For ex, when you begin to feel hot this information is sent to brain and you may decide to turn on the cooler, responding to instruction sent from the brain to the hand. In this case the relevant organ is the sender, electrochemical impulse is the message and the brain is the receiver next the brain assumes the role of the sender and sends feedback that you should switch on the cooler. Thus the process is complete This kind of communication which pertains to thinking is known as Intrapersonal Communication.
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Interpersonal Communication Interpersonal communication differs from the other forms of communication in that there few involved, participants the interactants are in close physical proximity to each Other, there are many sensory channels and the feedback is immediate
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Organizational Communication ' Communication in an organization takes place at different hierarchical levels. It is extremely necessary for the sustenance of any organization Since a large peoples are involved in a organization the need of becomes communication greater in an organization. This kind of communication can be further divided into:
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Internal operational All communication that occurs within an organization operational classified as internal- is
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External Operational The Work related communication that an organization does with the people outside the organization is called external-operational.
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personal All communication in an organization that occurs without purpose as far as business is concerned is called personal communication
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Mass Communication ' For this kind of communication we require a mediator to transmit information. There are several mass media such television, as, newspaper, books which mediates such communication. Oral communication through mass media requires some such equipments, as microphones, amplifiers etc. and the written form needs print media or visual media. -9 ages Source:DC Cam
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Characteristics of mass communication ' Large reach: Mass media communication reach audience scattered over wide geographical area This kind of Communication is Impersonality: largely impersonal as the participants are unknown to each other Presence Of gate Mass communication needs additional person, Institution or organization to convey message the sender to receiver
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Flow of Communication ' Information flows in an organization both formally and informally The term formal communication refers to communication refers to communication that follows the official hierarchy. ' Formal communication can flow in various directions- Downward, upward, lateral, Diagonal
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Downward Communication Downward Communication flows from a manager, down the chain of command. When manager inform, instruct, advice or request their subordinates, the communication flow in a down pattern. Downward communication can take any form- memos, notices, face to face interactions, or telephonic conversations how ever this should adequately balanced by an upward flow of communication.
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Upward communication When subordinates sent report to inform their superiors or to present the Stu's Views VOWS". STUS.com findings recommendations communication and the flows type of upward. This communication keeps the manager aware of how employee feel about their job, colleagues and the organization in general. No appellate review?!? There must be a higher authority.
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Marketing Manager NJpward" Branch Manager Communication in a Bank,
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Horizontal Communication This form of communication takes place among peer hierarchically groups or equivalent employee. Such often communication is facilitate to necessary coordination, save time and bridge communication gap among various departments . Generally this form of communication is informal and can bypass the formal hierarchical channel and expedite action LATERAL Team Collegues Team Leader & Management V" Subordinates (if any) LATERAL Other Departments
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F?cst Asia Summit 214'*
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Diagonal communication Diagonal cross-wise or communication flows in all direction and cuts across functions and levels in an organization. For ex, when a sales manager communicates directly with the vice precedent, who is not only in a different division, but also at a higher level in the organization, they engaged diagonal in are communication. Though this type of communication deviates from the normal chain of command, there is no doubt that it is quick and efficient. 2 VicePresident, Production Resident Mce-Presid"t, Marketing 3 DepatllBlt 4 Mce-PresideM, IctouMing Department
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Communication Networks A variety of pattern emerge when communication combines through vertical and horizontal channels. These patterns are termed as Communication networks
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Formal Network Models Chain Network:- The chain network represents a vertical hierarchy in which communication can flow upward or downward . We can find this type of network in direct line of authority communications with no deviations 00 0
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Y- Network Y- Network:- The y- Network is in effect a multi — level hierarchy and a combination of horizontal and vertical level of flow If we turn the Y upside down, we see two subordinates reporting to one senior
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netwOrk Wheel network: refers to several subordinates reporting to a superior. This is a combination of horizontal and diagonal flow of communication, but here the subordinates are of equal ranks all of them report to one senior and without any interaction between the no selves,
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Circle Network The circle network allow the employees to interact with adjacent members but no further. There is vertical communication and horizontal superiors, communication at lower level
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All channel network The all channel network, which is least structured, enables each employee to communicate freely with the others there is no restriction as on who can communicate with whom. All are equal as no employee formally or informally assumes a leading role. Hence everybody's view are equally and openly shared
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Informal Network Model ' Besides flowing through the formal network, communication in an organization can also travels along an informal network- the grapvine
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Single strand ' In single strand the message is passed from one person to another person along a single strand
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Gossip ' In the gossip network one person passes information to all others
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Probability Network ' Probability type of network each person tells other at random
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Cluster ' In cluster network the flow of information is passed by selected peoples to selected few of the others.
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Advantages Of Grapevine communication Not expensive Rapid Multidirectional ' It can resolve conflict ' Serves as an outlet for anxiety, frustration ' Voluntary and unforced worries,
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Dis- advantages Reveal degree Of error ' Be harmful in case of baseless or imaginary ' Lead to misunderstanding because of incomplete information ' Can cause damage to organization because of its of excessive swiftness at times.
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Characteristics of General and Technical communication GENERAL COMMUNICATION CONTAINS A GENERAL MESSAGE INFORMAL IN STYLE AND APPROACH NO SET PATTERN OF COMMUNICATION MOSTLY ORAL NOT ALWAYS FOR A SPECIFIC AUDIENCE DOESN'T INVOLVE TECHNICAL VOCABULARY, OR GRAPHICS TECHNICAL COMUNICATION CONTAINS A TECHNICAL MESSAGE FORMAL IN STYLE FOLLOWS SET PATTERN BOTH ORAL AND WRITTEN ALWAYS FOR A SPECIFIC AUDIENCE FREQUENTLY INVOLVE JARGONS, GRAPHICS, ETC
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Importance of Technical communication ' Technical communication plays a pivotal role in an organization, whether it is a business enterprise, an industry, or an academic institution. All managerial or administrative activities involves communication, be it is planning, organizing, recruiting, coordinating, or decision making. The success of an organization largely depend upon the quality and quantity of information flow through its personal. The various types of communication not only helps an organization to grow, but also enables the communicator to develop certain attributes.
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Technical communication can be divide into 2 —parts Oral & Written ORAL COMMUNICATION FACE TO FACE CONVERSATIONS TELEPHONIC COVERSATION MEETINGS CONFERENCES PRESENTATIONS GROUP DISCUSSIONS INSTRUCTIONS WRITTEN COMMUNICATION MEMOS LETTERS EMAILS FAXES CIRCULARS REPORTS MANUALS
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is not necessary that all forms of ' It communication exists in an organization ' However a organization gets organized because of its communication ' It is Impossible for an organization to survive without t h e refo re communication its importance cannot be ignored.
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