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Note for Communication Skills For Professional - CSFP By UPTU Risers

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UNIT-1 Communication is the process of passing information and understanding from one person to another. It is the process of imparting ideas and making oneself understood by others. -Thed Haiman Communication is the two way process of exchanging ideas and information. -Murphy-et-al Roles of Communication: 1) It increases interaction in a giant organization. 2) It helps in operating in global business organization. 3) Many companies operate in the international level. 4) This requires dealing with people of different language and culture. 5) Timely information. 6) To keep pace with a changing environment. 7) Better decision making. 8) Better human relations. 9) Achieving organizational goals. 10) Better public relations. 11) Generations of better ideas. 12) Helpful as a motivational force. Process of Communication: 1) Communication is process which involves sender of a message and receiver. 2) Communication is complete only when the receiver is able to inter spread a message as desired by the sender and responds to it. Elements of Communication: 1) Sender: The person who feeds the needs to express certain ideas and thoughts is known as sender or communicator. It initiates the message. 2) Message: Message is the fact idea, meaningful content or piece of information that sender wants to convey and send to the receiver. 3) Encoding of Message: Encoding is the process by which the sender translates his thoughts, ideas into a series of symbols (words, signs) or any medium that is shared between the sender and receiver. It is for safety purpose. 4) Communication Channel: Communication channel is the medium through which the message passes. It may be formal channel (ex-member, presentation, reports) or informal medium (ex personal letters). 5) Receivers: The person who receives the message and provides feedback is called Receivers. 6) Decoding: Decoding is the process of comprehensing meaning and all the sense of the message so that the receiver understands it. 7) Feedback: Feedback is the receiver‟s response to the message sent by the sender. Feedback confirms the receipt of message by the receiver. By: JYOTI CHATURVEDI email: jtchtrvd.713 @gmail.com Page 1

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Classification of Organizational Communication: 1) Internal Communication: When people within the organization communicate with each other, it is called internal communication. It could be individual to individual, individual to group, group to individual and department to department. Modes Of Internal Communication: Memos (it can be exchanged within the department), reports, official orders, circulars, staff letters, email, fax, notices. 2) External Communication: When people in the organization communicate with anyone outside the organization. E.g. clients, customers, dealers, government, distributers and media. 7 C’s of Communication: 1) Completeness: Every communication must be complete and adequate. Incomplete messages keep the receiver guessing, create misunderstanding and delay action. Every person should therefore, be provided with all the required facts and figures. E.g. when the factory supervisor instructs workers to produce, he must specify the exact size, shape, quality and cost of the product. 2) Conciseness: It means that in business communication you should be brief and be able to say whatever you have to say in fewest possible words. 3) Clarity: The message must be put in simple terms to ensure clarity. Words must mean the same thing to the receiver as they do to the sender. 4) Correctness: The term correctness as applied to business messages means bright level of language and accuracy of facts, figures and words. If the information is not correctly conveyed the sender will lose credibility. 5) Consideration: Consideration means preparing the message with the intended receiver in the mind. In order to communicate effectively, the sender should think and look from the receiver‟s angle, i.e. adopting a humane approach and understanding the emotions and sentiments of the receiver. 6) Concreteness: It means be specific, definite and vivid (clear) rather than vague (not clear) and general. In oral communication, we can‟t draw the tables, diagrams and graphs to make our statement vivid which is relevant with facts and figures. 7) Courtesy: Courtesy and politeness stems from a sincere youth attitude. It is not merely politeness with mechanical insertions of please and thank you. Although applying socially accepted manner. Rather, it is politeness that grows out of respect and concern for other. Gateway to Effective Communication: Consistency of messages Clarity of message Mutu al trust y ac ur cc Tw ch o w an a ne y l A y ilit ic et th g pa nin e Em list xib Fle Feedback Timely message Good relations Se cr sa ecy fe o ty r GATEWAY TO EFFECTIVE COMMUNICATION Barriers to Communication: Barriers to Communication Physical Language Socio Organizational Personal & and Barriers Psychological Barrier Mechanical Semantic Barriers Barriers Barriers By: JYOTI CHATURVEDI email: jtchtrvd.713 @gmail.com Page 2

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Types of Communication: g in nd e Bi orc F oper 9. Pr ing n Plan 8. 7. Building Morale 1. B dec asis o ma ision f kin g co 2. B or e di tte na r tio n Role and Importance of Communication: 3. Better administration (Planning, organization, controlling, staffing, selection) 4. Ef con fectiv tro e 5. Mutual trust and l confidence (express emotions and feelings) 6. M ot iva tio n Role of Communication Objectives / Purpose of Communication: 1) Advice: Managers often give advice to their subordinates and colleague on both personal and official matters. 2) Counseling: When the subordinate is in difficulty or under stress, e.g. an employee with family problem, not able to do his job properly, in such situation psychological counseling can help a lot in modifying his behavior under stress and overcoming his problem. 3) Persuasion: To get favorable response and influence people‟s behaviors and attitude. E.g. 1).When dues have to be collected from an unwilling customer. 2).When goods have to be sold despite competition. 3).When employees have to be convinced of the need for greater efforts. By: JYOTI CHATURVEDI email: jtchtrvd.713 @gmail.com Page 3

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4) Suggestion: Very mild and subtle form of communication both upward and downward. 5) Motivation: Suggestion schemes, joint consultation praise for outstanding efforts, etc help motivation. Process of inducing people to work hard for achieving organization goals. 6) Raising Morale: By creating an atmosphere of mutual trust, feeling of reassurance. 7) Warning: To ask the employees to abide by the rules and regulations and work with dedication. E.g. no smoking, outsiders are not allowed. 8) Orders: It is an authoritative communication. The downward flow of communication is dominated by orders. ORAL COMMUNICATION: Oral communication involves exchange of message with the help of spoken words. Methods of Oral Communication: 1. By face to face contacts: Face to face conversation is the most natural way of transmitting the message. E.g. oral orders, face to face interviews, lectures, group discussion, social gatherings, etc. It is frequently used in our daily life. Advantages: 1). Better listener‟s attention. 2). More forceful effect through facial expressions. Disadvantages: 1). Inattentive listening. 2). Difficulty arranging personal contacts at distant place. 3). Unproductive in unhealthy relations. 2. Through mechanical devices (e.g. telephone, teleconferencing, intercom system, cellular phones). Two Types of Oral Communication: 1. Listening: Any discussion of oral communication is incomplete without considering listening as an important tool to communication. Speaking and listening, listening and speaking go hand in hand. No oral communication can be effective without proper listening. 2. Presenting: Along with listening skills, ability presents ones viewpoint is also important for effective oral communication. In order to be a good presenter, one should present facts and not opinions, keep it to the point, keep the listener‟s interest in mind, ask for feedback and answer questions honestly. Goals of Oral Communication: 1. To inform the listener 2. To persuade the listener 3. To build good will. Advantages of Oral Communication: 1. Oral communication is more effective because of direct contact between the communicator and communicatee. 2. Oral communication helps in getting quick response from the receivers. 3. Oral communication particularly face to face contacts can be made more effective by supporting them with gestures and demonstrations. 4. Oral communication is faster as compared to written communication. 5. Verbal communication provides for greater flexibility since no record of verbal communication is kept. 6. Verbal communication is relatively less expensive. 7. Spontaneous. 8. Midway correction is possible. Limitations of Oral Communication: 1. Oral communication may not be effective when the communicator and communicate are talking from a long distance with the help of a mechanical device. 2. Oral communication is not feasible when the information to be conveyed is very lengthy because the listener will not be able to understand the whole information. 3. Oral communication is not possible when parties to communication are at distant places and no means of communication is possible. 4. Oral communication cannot serve as an authentic piece of record until the conversation is audio or video recorded. 5. Oral communication may give rise to conflicts in certain situations because of immediate response from listener. 6. Oral communication in the form of face to face meeting may prove to be time consuming and costly. Principles of Successful Oral Communication: 1. Clarity of expression: Pronunciation and accent of the speaker are important in oral communication. The speaker should speak clearly and slowly. 2. Be precise: In oral communication, the words should mean what they should. 3. Choice of words: Sometimes words carry shades of meaning and as such the speaker may use them in one sense while the listeners may understand them differently. E.g. The speaker says what a clever idea” meaning “stupid idea” while the listener may take it as a “clever idea”. 4. Avoid Hackneyed phrases: Hackneyed phrases are those which have been used so often that they have lost their impact and have By: JYOTI CHATURVEDI email: jtchtrvd.713 @gmail.com Page 4

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