2- meaning, role and principles of communication

7/27/2019 2- Meaning, Role and Principles of Communication

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Meaning, Role andPrinciples of

Communication


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Role of Effective Communication

poor communication affects career,relationship

Failure in achieving objectives in -relationships, negotiations or decision making to a large extent owing tofailure in communicating our purpose andideas accurately to other

Failure could be due to contentOR formof message OR both


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Common e.g.s of communication failure inpersonalandorganizationalcommunications -

o I would have changed the arrangement, but nobody told

me o I did not know you wanted me to o I wasnt aware that someone else was also making

arrangements. All remarks convey regretand disappointmentfelt by the

receiver for having failedto provide the communicatorwith expected performance


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Case-2

Vice President to Secretary

Please call an Urgentmeeting of all

managers.

Secretary fixed meeting for the nextmorning


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Secretary thought -

Urgent meant Serious

and

not Immediate


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Receiver (Secretary) missed

Purpose of communication

VP did not clearly & precisely specify the

time & date of the meeting


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Case-3

Vinay Prasad Assistant Engineer

Employer NTPC, Delhi

Specialization High Voltage Power

Generation


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Reads ad about international powerconference in Chennai

Keen to attend

Writes immediately to Chief PowerEngineer -


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The Chief Power Engineer

An international conference on power generationwhich would be of great interest to us is beingheld in Chennai. The enclosed brochure showsthat the technical information to be presented in

the conference would be of great help in ourupcoming projects. The registration fee is justRs.5,000/- & the cost of travel & stay aboutRs.8,000/-. Hence, only Rs.13,000/- will berequired. I am informing you about the

conference now, so that you can take a decision intime for me to make necessary arrangements fortrain / flight bookings and stay.


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CPE Replies

Vinay Prasad,

Thanks for informing me about the

conference in Chennai. I will certainlyattend it. Please make all the necessaryarrangements for me as suggested inyour memo

Ashok Jha


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Definition - Communication

Latin Word

communis

common


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Communication

Natural activity of human beings toconvey / share

Opinions, feelings, information & ideas toothers

through words (written or spoken), bodylanguage or signs


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Some Definitions

Communication is essentially the ability

of one person to make contact withanother and to make himself or herselfunderstood

John Adair


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Some Definitions

Purposive interchange, resulting in

workable understanding and agreementbetween the sender and the receiver ofa message

George Vardman


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Some Definitions

Communication is the interchange of

thoughts, opinions or information byspeech, writing or signs

RobertAnderson


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Need For Communication inManagement

To increase employees job performance andeffectiveness by updating their knowledge

To promote employees sense of belonging andcommitment

To effect changes smoothly To motivate and create a sense of identification with

the organizations goals To inform and convince employees about decisions

and the reasons behind those decisions To develop employees clear understanding of their

roles and future growth opportunities in theorganization To empower employees with information on

development and activities


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Principles of BusinessCommunication

Francis J Bergin advocates thatthere are 7 Cs of Communication


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7 Cs

ofCommuni -

cationComplete-

ness

Concise-ness

Concrete-ness

Correct-ness

CourtesyCandidness

Clarity


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1. Candidness

Honest, sincere & guileless Speak & listen without prejudice or bias Fairness to self & others involved guiding

principle Candidness implies consideration of listeners

interests and need to know things objectively &fairly

Communication should be characterized byyou attitude Also exhibits speakers self-confidence


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2. Clarity Most important in all communications especially face-

to-face Not easy to verbalize ideas accurately on the spot

during conversation, presentation or other form of

interaction To express clearly, use accurate and familiar words

with proper intonation, stresses & pauses Spoken language to consist of simple words & short

sentences Clear mind talk clear & effectively In one to one communication, listener can obtain

immediate clarification in case of any doubt due to lackof clarity


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3. Completeness Clarity also ensured by completeness of message Possible to miss out some parts of communication while

conversing or during oral presentation. Hencenecessary to be pre-planned and structured

The principle of completeness requires that wecommunicate whatever is necessary, provide answers toall possible questions, add extra information etc.

Be careful to answer all questions put to us e.g. in aninterview else raise doubts regarding the matter

If no information or answer / unwilling to answer ordiscuss any particular question frankly expressinability to answer


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4. Conciseness

In business and professional communications,brevity with minimum words is important

Avoid being repetitive

While speaking tendency to be more wordy

Less words doesnt mean making less sense

Use single words for wordy phrases


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Wordy Concise

1. At this point of time

2. As regards the factthat..

3. Because of the factthat

4. Are in need of .

5. In due course of time

6. Not very far from here

1. Now / at present

2. Considering..

3. As / because

4. Need

5. Soon / shortly

6. Nearby / close by


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5. Concreteness

Be specific / definite in describing

Includes vivid description of event /

state Avoid vague words

In oral communication not possible

to draw figures, tables graphs etc.


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5. Concreteness

Choose precise words, speak withproper modulation and force to makesound reflect the sense

E.g. in oral communication avoid passivevoice

Active voice verbs reflect force & action

Sound more natural and direct.


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6. Correctness

Grammatical errors common in spokencommunication

Speaker tends to forget the number andperson of the subject of the verb ifsentence is too long. Even sequence oftense is wrong

Pronoun is incorrect especially inreported speech


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6. Correctness

He saidto me that I will surely go there

He told me that he would surely go there

Beingan experienced manager, we aresure you can resolve the conflict

As you are an experienced manager, weare sure you can resolve the conflict


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7. Courtesy

An effective speaker maintains properdecorum whether at meetings,conversing, GDs etc

Courtesy demands not using words whichare insulting to listener

In business discussions, listen patiently

without interrupting Wait for chance to speak when its yourturn then speak with force and clarity


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7. Courtesy

Tone should reflect respect for listener(s)

Pitch should not sound as it talking ateach other but toeach other

Tone should not be aggressive

2- meaning, role and principles of communication

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