INDEX
No. Topic Pg.No.
1 Introduction 4
2 Definition of communication 5
3 Importance of comunication 6
4 Oblectives of communication 7
5 The seven c’s of communication 11
6 Methods of communication 13
7 Basic principal of effective communication 27
8 Case study 28
INTRODUCTION
Communication is as old as man himself. Human being starts communicating right from the birth. It is an exchange of fact, ideas, opinions, or emotion by two or more person. Communication transmits information not only about tangible fact but also about emotions. When a communicator transmit some information he may intentionally or unconsciously be communicating his attitude or frame of his mind.
The essential basis of all public relation work is the communication process. This process takes place between four or five factors. i.e. the organization and initiator, the communicator, the message, the medium and lastly the addressee.
DEFINITION OF COMMUNICATION
1) “Communication is a process of passing information and understanding from one person to another”—Keith Devis
2) “Communication is an exchange of fact, ideas, opinions, or emotions by two or more persons”—W.H.Newman
3) “Communication is any behavior that results in an exchange of meaning”—The American Management Association
4) “Communication is the process by which information is passed between individuals and /or organization by means of previously agreed symbols”—Peter Little
IMPORTANCE OF COMMUNICATION IN PUBLIC RELATIONS
There can be no mutual understanding without communications and mutual understanding is the core of public relations.
We generally think of communication in terms of public speaking, exchanging information, being sincere or persuasive or expressing our feelings honestly. Hence we think that effective communication depends on having a good vocabulary, or a special talent. True and effective communication does depend on any of these factors but rather than on our ability to communicate.
In an organization effective communication transforms group in to a team. It reduces fatigue and struggle and the task in accomplished efficiently and more accurately as conflict are resolved leading to co-operation.
True communication transforms the speaker as well as the listener.
OBJECTIVES OF COMMUNICATION
1) Information
2) Advice
3) Order
4) Suggestion
5) Persuasion
6) Education
7) Warning
8) Raising moral
9) Motivation
Explanation:
1) Information:
To inform means to give knowledge to a person or group of person. It can be done either through spoken or written language is by using any other system of signs and signals. External information on the following aspect is important for the existence and welfare of the organization
Information about
a) Its product
b) Availability of credit
c) Availability of raw materials
d) Government rules and regulation
2) Advice:
Another important objective of communication is giving advice. Information is factual and objective, but advice is likely to be subjective, since it involves personal opinion. Information is in it self as person may use it or not when it is offered to him. An advice is given either to influence one’s opinion on behaviour. It may prove to be helpful, but at time may also head to disaster.
3) Order : -
Order is a directive to do something in a particular it is an authoritative communication. The downward flow of information is dominated by orders. Orders means directions as in “The instructions”. Orders is formal. It is the assignment of a task. It is written as well as oral. Superiors must be clear and exact is giving order. Junior staff may not have sufficient understanding of matter to be able to faction. In this case superior give a clear and full instruction on their tasks.
Following are the types of order.
a) Written and Oral orders.
b) General and specific orders.
c) Procedural and operational orders.
4) Suggestion: -
Suggestion is the important part of the Communication. Enlightened executives should set aside the notion of self – importance and welcome positive and
constructive suggestions. Today progressive business houses make a provision for suggestion boxes. These boxes are places at convenient place in the factory or the office. Workers and encouraged to write up their suggestion and drip them into these boxes. These boxes are opened at regular intervals and the suggestions are scrutinized. Something the employees who after the best suggestion is awarded prize.
5) Persuasion : -
Persuasion may be defined as an effort to influence the attitudes feelings, or beliefs of others. Or to influence action based on those attitudes, feeling or belief. A great deal of communication in an organization is persuasive. Persuasion means using the best arguments to win over and convince other. It required the skill and ability to use the symbols of communication in an effective manner.
6) Education : -
Education is a conscious process of communication. It involves both teaching & learning. The main objectives of education. Is to wider the knowledge as well the skills. It is carried out at three levels.
a) Education for management.
b) Education for employees.
c) Education for outside public
Mass media of communication likes newspapers ration and television play an important role in educating the pubic.
7) Warning :-
Warning means urging or advising someone to be careful, a working is also an authoritative or formal notice of something unfavorable. Working is given in special circumstances. An employee who does not work properly is given a warning. It may be given oral or in writing; written warning is often called a memo. At first, an attempt is made by advice, request, instruction, or order, any if all these fail, a warning is given.
8) Raising Morale :-
Morale is related with mind, Morale is the individual and collective spirit and morale condition of employees with regard to discipline and confidence. People who fell confident that their organization will keep them informal about plans, progress changes and problems which affect have a high morale.
9) Motivation :-
Motivation means providing people with a motive, an incentive an inner urge to make effort to do their best manager constancy true to improve performance in the work place by motivating the staff. Communication is the critical element in motivation of employees.
THE SEVEN C’S OF COMMUNICATION
1) Credibility
2) Clarity
3) Content
4) Channels
5) Context
6) Capability
7) Continuity and consistency
Explanation
1) Credibility:
Belief plays an important role in creditability of communication. The climate of belief is built by performance on the part of practitioner. The performance shows a desire to serve the receiver. The receiver should have faith, trust and confidence in the sender.
2) Clarity:
The message must be clear and put in simple terms. The meaning of the words and message should be the same to both the sender and the receiver. Complex issues must be placed in the form of slogans or themes. An institution must not use many voice but speak with one voice.
3) Content:
One message must be compatible with the value system. It must have the same meaning to the sender and the receiver. It must also be relevant to him. In general, people choose those items of information which are very useful to them. In short the contents of the information determines the audience.
4) Channels:
For effective communication established channels of communication that the receiver uses and respect should be used. Creating a new channels is a difficult task. Different channels have different effects. They serve effectively in the different stage of diffusion process.
5) Context:
The context must conform and not contradict the message. It must also provide for participation and playback. A communication programmer must square with the with the realities of its environment.
6) Capability:
The capability of the audience should be take in to account while communicating. Communication is very effective when it requires the least effort on the part of the recipient.
7) Continuity and consistency:
Communication process is unending. in order to achieve penetration it requires repetition. There should also be consistency in communication.
METHODS OF COMMUNICATION
The following are the different methods of communication.
1) Verbal- Oral and Written.
2) Non-Verbal communication
3) Face to Face.
4) Media and Modes
Explanation
1) Verbal- Oral and Written:
In the word of Bartol and Martin, “ verbal communication is written or oral use of words to communicate.” Oral as well as written communication is used extensively by all organizations.
a) Oral communication:
When communication takes with the place of spoken words, it is called oral communication. The different forms of oral communication are conversation, meetings,conferences,interviews, training sessions, speesches, etc.
Advantages of oral communications:
(a) save time
(b) more effective with group
(c) can be informal
(d) saves money
(e) immediate clarification
Limitation of oral communication
(a) no legal validity
(b) grater chances to misunderstanding
(c) unsuitable for lengthy message
(d) message can not be retain for long time
b) Written communication
Written communication is in the form of circulars memos, telegrams,reports,minutes,manuals etc. writing is the expression of human language by means of visible signs.
Before the modern electronic communication gadgets were invented, letter writing was considered as the only reliable means of communication. Written communication has some definite and distinct advantages over oral and other types of communication.
Merits of written communication:
(a) precise
(b) accurate
(c) legal document
(d) Permanent record.
Limitation of written communication:
(a) costly
(b) time consuming
(c) quick clarification not possible
2) NON VERBAL COMMUNICATION:
Bartol and martin define non verbal communication as “communication by means of elements and behaviors that are not coded into words.”
Non verbal communication is very important because it is believed that the manner in which you say something is more important that what you say.
Forms of non verbal communication
1. Facial expression and gestures:
Oral communication involves verbal as well as non verbal elements. The non verbal elements includes facial expression and gestures as well as the pitch and tone of the voice.
These are describes by George Terry as “body language”. Some of the expressions and action that constitute body language are mentioned below:
(a) Winking and twinkling of the eyes.
(b) Frowning.
(c) Twisting the lips.
(d) Biting the nails.
(e) Wobbling the head.
A gestures is a movement of the hand, head or body to indicate
An idea or a feeling. Gestures are used to show emotions and convey definite message or information.
We use gestures at all the time. Sometimes to point out something, sometimes to illustrate or emphasis what we are saying, sometime we use gestures by them selves.
The use of gestures is know as gesticulation. A few gestures that are commonly used are :
(a) Tracing a circle near the forehead with index finger – madness.
(b) Shrugging shoulders – expressing indifference
(c) Moving the hand sideways – refusal
(d) Wave of hand – greeting or good by
(e) Upraised hand – request for patience.
There are countless mining gestures in which we move our hands and bodies to show sleeping, writing, eating, slapping etc.
Gestures should be seen or perceived in the proper manner as it is a non verbal form of communication.
2. SIGN AND SIGNALS
The word ‘sign’ and signals are both derived from the latin word ‘signum’ which means a mark. When the communicants do not have a common language, signs and signals become very important. Even though when the communicants know the same language the use of signs, signals and symbols has found to be a speedy way of communication.
There are various types of signs or symbols used by different people. Mathematicians have their symbols.
Signals are dynamic and require some movement and there for they are different from signs and symbols. A traffic signals flashes green light telling the motorist and pedestrians to move on the blowing of whistle by a policeman or referee are examples of signals pilots and military men have their own sets of signals e.g. the V sign, thumps up, thumps down etc.
3. Graphs, maps and charts:
A graph is a diagram consisting of curved lines to show the variation of two quantities. They are used to show profits in different years of companies, a price index, production rise and fall and variation in temperature
A map is a drawing on a the paper that displays position and size of countries, rivers, mountains etc. they are useful for giving at a glance information about crops, rainfall production, position of troops during war etc.
4. Dress and grooming
People wish to make a good impression and be remember at they are best. They judge by you the way you dress, the colour of your clothes etc. a salesman who is dressed in crumpled cloths appearing for a job interview will never get the post however cleverly he talks.
5. Colors:
Business houses said to be “in the red” when they incur losses and “in the black” when they do well.
Colours are used to convey direct messages. At the signal post the traffic lights turn red and green in the operation theater a red bulb is used to show that some activity is a taking place. A red flag is used to show that the workers on strike.
In India religion is still an all powerful force. Colour has an added significance. For an example green is associated with Islam and saffron colour is associated with Hinduism.
6. POSTERS:
Pictures speak louder than words. Poster is the type of visual communication. Businessmen have started using film strips, slides, photographic display, cartoon, graphs, etc. and colour posters for internal and external communication. Most of the companies which do not have literate or educated staff make use of posters to convey messages.
Posters are generally used for advertising films and products and also for political propaganda. They can be used in business houses for internal communication.
Posters are advantageous because:
(a) They are cheap.
(b) Message can reach illiterate and semi-literate workers if presented properly.
(c) They attract immediate attention if bright colours and pictures are used.
(d) They can be frequently changed at a minimum cost.
3) FACE TO FACE COMMUNICATION
Face to face communication means person to person communication at one place. It is necessary to separate face to face communication from oral communication because there are occasion and situation when oral communication is not face to face. For an example conversation over a phone, radio communication, tape recording etc. there are also occasions when persons can be face to face and yet they can not communicate due to language barrier.
Advantages
1) Facial expressions and gestures help to communicate better.
2) It is particularly suitable for discussion.
3) Feedback can be obtained not only by ears but also by eyes
Disadvantages
1) It is difficult to practice in large size organization.
2) Ineffective if the listener is not attentive
3) Not effective in large gathering
4) MEDIA AND MODES
Conversation modes
(1) Mail
(2) Telex
(3) Telegraph
Explanation
(1) Mail:
Mail is also known as postal services. In the modern time most countries in the world have a highly advanced postal system which covers the urban as well as rural area.
A postal system consists of three parts:
(a) Collecting letter
(b) Sorting them according to their destinations.
(c) Delivery of letters or peacels.
The postal system has become efficient with advancement in transportation and communication. Telecommunication network have still resulted in faster and more efficient mail services.
We can send message across oceans and continents in a matter of movements with the help of computer and satellites.
(2) Telex:
Telex is the name given to the teleprinter device managed by postal department. The subscriber is provided with teleprinter and a direct line to one of the many automatic telex exchange in the country for an annual fee.
Following are advantages of telex services:
(a) Through direct dialing written communication can be sent by one subscriber to another.
(b) It is a quicker means of communication than telegram and cheaper than trunk call service
(c) The teleprinter can be used both for letter writing and telephoning.
(d) It can be used for booking inland and overseas telegrams by contacting the central telegraphy office.
Disadvantages:
(a) Connections are not easily available when required.
(b) The message may get distorted.
(c) Lines are frequently out of order.
(3) TELEGRAPH
Telegraph is the system of electric signaling. Signals are sent by making and breaking the current in a electrical circuit so that the signals are heard in short and long click which can be easily heard. In 1874 Thomas Edison invented a method of sending four messages over the same wire at the same time.
Message sent over the telegraph are known as telegrams. The main advantages of communicating by telegrams is that a message can be sent quickly to any part of the country and even overseas. Telegram should be carefully worded as they are very expensive.
The main disadvantage of telegram is that sometime message may get changed or distorted in transmission.
ELECTRONIC COMMUNICATION
a) Telephone
b) Computer
c) Fax
d) Telex
e) Voice system
f) Teleconferencing
g) Storage by optical technology
h) Desk top publishing
i) Electronic data processing
Explanation:
a) Telephone
Telephone is a mean of oral communication. It now used to be send massage in writing, picture, and copies of document. We can send telephone massage over long distance and even across ocean help of submarine cable. Originally radio geography, but now is use for telephone transmissions.
The telephone apparatus has become very sophisticated. A Varity of function can be perform through modern gadget which has a combination of push- button, turn button or level types keys installed.
b) Computer
Today computer technology is dramatically changed to landscape of the business communication. It is now possible to communicate with the people inhabiting the remotest possible places. It is the quiets mean of the communication. Space no longer is a barrier to communication. It is also a better of keeping permanent record of valuable and bulked data.
Information can now be store digitally or CD-ROM, optical disc, taps and other storage media. The World Wide Web is widely used for publishing a Varity of information on all subjects.
c) Fax
The fax or facsimile transmission machine enable to send to pictures, reproduction of document and handwriting or any other printed matter write on radio, with rapid speed. Today fax is widely use by government, bank, newspapers offices and big business house to send copies or reproduction of picture, letter or document to near as distance places. The main advantages of fax transmissions is that exact reproduction of printed material and picture is the possible and that massage is transmitted within moment. It is also not requires a skilled operator and can be used by anyone just like telephone
d) Telex
It is similar to e-mail but slower and it is prone to transmission of errors. It is connected from one subscriber to any other on telex terminals. It is uses the television system to receiving and sending information. For an example information on air time tables, stock price and railway times are conveyed with the help of telex.
e) Voice systems
The answer the machine is the simplest form of a voice massage system. It receives as well as retain massage which can be played back at a letter of time. Voice massage and mail system is a advance from by which the caller can record a massage, confirm it by listening and then send it to one or more persons. The receiver can open his mailbox, find out who the sender is, listen to the massage, and replay or fast forward it or save it for feature record and reference.
f) Teleconferencing
It is use television technology in which the participant are able to see each other on the screen and they talk. It can be held within a complex by using closed circuit T.V.
Audio conferencing is one more voice conferencing among three or more individuals of group discussing matters over a phone but without visuals.
g) Storage by optical technology
Compact disk-read only memory (CD-ROM) and write once read many (WORM) are the two types optical storage instruments. The CD is the laser- read data storage device. We can store audio or textual material on it. The user can read as well as hear on PC or a microcomputer system with a CD-ROM disk drive.
h) Desk top publishing
A desktop system consists of one or more computer , a laser printer and the required word processing software. With the help of a desktop a Varity of office material like printing letterhead graphics, publicity material, brochures handbills etc.
i) Electronic data processing
Besides storing data computer can be use for multiple other purpose like manipulating and capturing data, complex calculation, sorting, and summarizing, retrieving reproduction etc.
Basic Principle Of Effective Communication
The following are the basic principle of effective communication:
1) Communicate for a purpose.
2) Compose your message with care
3) Compose your message in order to attract attention
4) Remove all barriers to effective communication
5) Study the receiver of your message
6) Select your medium with your message
7) Provide for feedback and
8) Act promptly on receiving response.
CASE STUDY
Shrikant Patil was the manager of Dahanu Apparels at Dahanu.During one of his vacations he took a short term course in personnel management and public relations in one of the third rate Commercial Institute.It then dawned upon him that all these years he had been doing the wrong thing by dealing only with the section heads under him.
On his return to the factory he was a new Mr.Patil.He began to take lunch with the workers canteen and even smoked a beedi or two with them and exchanged a few non-veg jokes.Over a cup of tea he told them the story of his life and many spicy episodes about the lives of the directors- all ion the interest of better public relations.
He also joined them once in ragging a foreman who wore an old fashioned hat and coat.Trouble started a few days later.Absenteesim increased and there were two incidents of workers refusing to carry out the orders of their supervisors and three workers were found in a drunken on the plant.
Mr.Shrikant patil did not understand,what went wrong?He was too much upset.
PROBLEM:
In this the main problem is that Mr. Shrikant became too close with the worker and shared all the unwanted information such as personal and professional with the worker which made workers to take him for granted and all the problems started there after and when Mr. Patil realized this it was too late.
SOLUTION:
• The manager should not talk too much in front of their subordinate and should not mention things before their subordinates which they should not.
• Manager should avoid over communication and over friendly with their subordinates as in this case, as employee can take undue advantage of this and manager may lose the respect of his juniors.
No. Topic Pg.No.
1 Introduction 4
2 Definition of communication 5
3 Importance of comunication 6
4 Oblectives of communication 7
5 The seven c’s of communication 11
6 Methods of communication 13
7 Basic principal of effective communication 27
8 Case study 28
INTRODUCTION
Communication is as old as man himself. Human being starts communicating right from the birth. It is an exchange of fact, ideas, opinions, or emotion by two or more person. Communication transmits information not only about tangible fact but also about emotions. When a communicator transmit some information he may intentionally or unconsciously be communicating his attitude or frame of his mind.
The essential basis of all public relation work is the communication process. This process takes place between four or five factors. i.e. the organization and initiator, the communicator, the message, the medium and lastly the addressee.
DEFINITION OF COMMUNICATION
1) “Communication is a process of passing information and understanding from one person to another”—Keith Devis
2) “Communication is an exchange of fact, ideas, opinions, or emotions by two or more persons”—W.H.Newman
3) “Communication is any behavior that results in an exchange of meaning”—The American Management Association
4) “Communication is the process by which information is passed between individuals and /or organization by means of previously agreed symbols”—Peter Little
IMPORTANCE OF COMMUNICATION IN PUBLIC RELATIONS
There can be no mutual understanding without communications and mutual understanding is the core of public relations.
We generally think of communication in terms of public speaking, exchanging information, being sincere or persuasive or expressing our feelings honestly. Hence we think that effective communication depends on having a good vocabulary, or a special talent. True and effective communication does depend on any of these factors but rather than on our ability to communicate.
In an organization effective communication transforms group in to a team. It reduces fatigue and struggle and the task in accomplished efficiently and more accurately as conflict are resolved leading to co-operation.
True communication transforms the speaker as well as the listener.
OBJECTIVES OF COMMUNICATION
1) Information
2) Advice
3) Order
4) Suggestion
5) Persuasion
6) Education
7) Warning
8) Raising moral
9) Motivation
Explanation:
1) Information:
To inform means to give knowledge to a person or group of person. It can be done either through spoken or written language is by using any other system of signs and signals. External information on the following aspect is important for the existence and welfare of the organization
Information about
a) Its product
b) Availability of credit
c) Availability of raw materials
d) Government rules and regulation
2) Advice:
Another important objective of communication is giving advice. Information is factual and objective, but advice is likely to be subjective, since it involves personal opinion. Information is in it self as person may use it or not when it is offered to him. An advice is given either to influence one’s opinion on behaviour. It may prove to be helpful, but at time may also head to disaster.
3) Order : -
Order is a directive to do something in a particular it is an authoritative communication. The downward flow of information is dominated by orders. Orders means directions as in “The instructions”. Orders is formal. It is the assignment of a task. It is written as well as oral. Superiors must be clear and exact is giving order. Junior staff may not have sufficient understanding of matter to be able to faction. In this case superior give a clear and full instruction on their tasks.
Following are the types of order.
a) Written and Oral orders.
b) General and specific orders.
c) Procedural and operational orders.
4) Suggestion: -
Suggestion is the important part of the Communication. Enlightened executives should set aside the notion of self – importance and welcome positive and
constructive suggestions. Today progressive business houses make a provision for suggestion boxes. These boxes are places at convenient place in the factory or the office. Workers and encouraged to write up their suggestion and drip them into these boxes. These boxes are opened at regular intervals and the suggestions are scrutinized. Something the employees who after the best suggestion is awarded prize.
5) Persuasion : -
Persuasion may be defined as an effort to influence the attitudes feelings, or beliefs of others. Or to influence action based on those attitudes, feeling or belief. A great deal of communication in an organization is persuasive. Persuasion means using the best arguments to win over and convince other. It required the skill and ability to use the symbols of communication in an effective manner.
6) Education : -
Education is a conscious process of communication. It involves both teaching & learning. The main objectives of education. Is to wider the knowledge as well the skills. It is carried out at three levels.
a) Education for management.
b) Education for employees.
c) Education for outside public
Mass media of communication likes newspapers ration and television play an important role in educating the pubic.
7) Warning :-
Warning means urging or advising someone to be careful, a working is also an authoritative or formal notice of something unfavorable. Working is given in special circumstances. An employee who does not work properly is given a warning. It may be given oral or in writing; written warning is often called a memo. At first, an attempt is made by advice, request, instruction, or order, any if all these fail, a warning is given.
8) Raising Morale :-
Morale is related with mind, Morale is the individual and collective spirit and morale condition of employees with regard to discipline and confidence. People who fell confident that their organization will keep them informal about plans, progress changes and problems which affect have a high morale.
9) Motivation :-
Motivation means providing people with a motive, an incentive an inner urge to make effort to do their best manager constancy true to improve performance in the work place by motivating the staff. Communication is the critical element in motivation of employees.
THE SEVEN C’S OF COMMUNICATION
1) Credibility
2) Clarity
3) Content
4) Channels
5) Context
6) Capability
7) Continuity and consistency
Explanation
1) Credibility:
Belief plays an important role in creditability of communication. The climate of belief is built by performance on the part of practitioner. The performance shows a desire to serve the receiver. The receiver should have faith, trust and confidence in the sender.
2) Clarity:
The message must be clear and put in simple terms. The meaning of the words and message should be the same to both the sender and the receiver. Complex issues must be placed in the form of slogans or themes. An institution must not use many voice but speak with one voice.
3) Content:
One message must be compatible with the value system. It must have the same meaning to the sender and the receiver. It must also be relevant to him. In general, people choose those items of information which are very useful to them. In short the contents of the information determines the audience.
4) Channels:
For effective communication established channels of communication that the receiver uses and respect should be used. Creating a new channels is a difficult task. Different channels have different effects. They serve effectively in the different stage of diffusion process.
5) Context:
The context must conform and not contradict the message. It must also provide for participation and playback. A communication programmer must square with the with the realities of its environment.
6) Capability:
The capability of the audience should be take in to account while communicating. Communication is very effective when it requires the least effort on the part of the recipient.
7) Continuity and consistency:
Communication process is unending. in order to achieve penetration it requires repetition. There should also be consistency in communication.
METHODS OF COMMUNICATION
The following are the different methods of communication.
1) Verbal- Oral and Written.
2) Non-Verbal communication
3) Face to Face.
4) Media and Modes
Explanation
1) Verbal- Oral and Written:
In the word of Bartol and Martin, “ verbal communication is written or oral use of words to communicate.” Oral as well as written communication is used extensively by all organizations.
a) Oral communication:
When communication takes with the place of spoken words, it is called oral communication. The different forms of oral communication are conversation, meetings,conferences,interviews, training sessions, speesches, etc.
Advantages of oral communications:
(a) save time
(b) more effective with group
(c) can be informal
(d) saves money
(e) immediate clarification
Limitation of oral communication
(a) no legal validity
(b) grater chances to misunderstanding
(c) unsuitable for lengthy message
(d) message can not be retain for long time
b) Written communication
Written communication is in the form of circulars memos, telegrams,reports,minutes,manuals etc. writing is the expression of human language by means of visible signs.
Before the modern electronic communication gadgets were invented, letter writing was considered as the only reliable means of communication. Written communication has some definite and distinct advantages over oral and other types of communication.
Merits of written communication:
(a) precise
(b) accurate
(c) legal document
(d) Permanent record.
Limitation of written communication:
(a) costly
(b) time consuming
(c) quick clarification not possible
2) NON VERBAL COMMUNICATION:
Bartol and martin define non verbal communication as “communication by means of elements and behaviors that are not coded into words.”
Non verbal communication is very important because it is believed that the manner in which you say something is more important that what you say.
Forms of non verbal communication
1. Facial expression and gestures:
Oral communication involves verbal as well as non verbal elements. The non verbal elements includes facial expression and gestures as well as the pitch and tone of the voice.
These are describes by George Terry as “body language”. Some of the expressions and action that constitute body language are mentioned below:
(a) Winking and twinkling of the eyes.
(b) Frowning.
(c) Twisting the lips.
(d) Biting the nails.
(e) Wobbling the head.
A gestures is a movement of the hand, head or body to indicate
An idea or a feeling. Gestures are used to show emotions and convey definite message or information.
We use gestures at all the time. Sometimes to point out something, sometimes to illustrate or emphasis what we are saying, sometime we use gestures by them selves.
The use of gestures is know as gesticulation. A few gestures that are commonly used are :
(a) Tracing a circle near the forehead with index finger – madness.
(b) Shrugging shoulders – expressing indifference
(c) Moving the hand sideways – refusal
(d) Wave of hand – greeting or good by
(e) Upraised hand – request for patience.
There are countless mining gestures in which we move our hands and bodies to show sleeping, writing, eating, slapping etc.
Gestures should be seen or perceived in the proper manner as it is a non verbal form of communication.
2. SIGN AND SIGNALS
The word ‘sign’ and signals are both derived from the latin word ‘signum’ which means a mark. When the communicants do not have a common language, signs and signals become very important. Even though when the communicants know the same language the use of signs, signals and symbols has found to be a speedy way of communication.
There are various types of signs or symbols used by different people. Mathematicians have their symbols.
Signals are dynamic and require some movement and there for they are different from signs and symbols. A traffic signals flashes green light telling the motorist and pedestrians to move on the blowing of whistle by a policeman or referee are examples of signals pilots and military men have their own sets of signals e.g. the V sign, thumps up, thumps down etc.
3. Graphs, maps and charts:
A graph is a diagram consisting of curved lines to show the variation of two quantities. They are used to show profits in different years of companies, a price index, production rise and fall and variation in temperature
A map is a drawing on a the paper that displays position and size of countries, rivers, mountains etc. they are useful for giving at a glance information about crops, rainfall production, position of troops during war etc.
4. Dress and grooming
People wish to make a good impression and be remember at they are best. They judge by you the way you dress, the colour of your clothes etc. a salesman who is dressed in crumpled cloths appearing for a job interview will never get the post however cleverly he talks.
5. Colors:
Business houses said to be “in the red” when they incur losses and “in the black” when they do well.
Colours are used to convey direct messages. At the signal post the traffic lights turn red and green in the operation theater a red bulb is used to show that some activity is a taking place. A red flag is used to show that the workers on strike.
In India religion is still an all powerful force. Colour has an added significance. For an example green is associated with Islam and saffron colour is associated with Hinduism.
6. POSTERS:
Pictures speak louder than words. Poster is the type of visual communication. Businessmen have started using film strips, slides, photographic display, cartoon, graphs, etc. and colour posters for internal and external communication. Most of the companies which do not have literate or educated staff make use of posters to convey messages.
Posters are generally used for advertising films and products and also for political propaganda. They can be used in business houses for internal communication.
Posters are advantageous because:
(a) They are cheap.
(b) Message can reach illiterate and semi-literate workers if presented properly.
(c) They attract immediate attention if bright colours and pictures are used.
(d) They can be frequently changed at a minimum cost.
3) FACE TO FACE COMMUNICATION
Face to face communication means person to person communication at one place. It is necessary to separate face to face communication from oral communication because there are occasion and situation when oral communication is not face to face. For an example conversation over a phone, radio communication, tape recording etc. there are also occasions when persons can be face to face and yet they can not communicate due to language barrier.
Advantages
1) Facial expressions and gestures help to communicate better.
2) It is particularly suitable for discussion.
3) Feedback can be obtained not only by ears but also by eyes
Disadvantages
1) It is difficult to practice in large size organization.
2) Ineffective if the listener is not attentive
3) Not effective in large gathering
4) MEDIA AND MODES
Conversation modes
(1) Mail
(2) Telex
(3) Telegraph
Explanation
(1) Mail:
Mail is also known as postal services. In the modern time most countries in the world have a highly advanced postal system which covers the urban as well as rural area.
A postal system consists of three parts:
(a) Collecting letter
(b) Sorting them according to their destinations.
(c) Delivery of letters or peacels.
The postal system has become efficient with advancement in transportation and communication. Telecommunication network have still resulted in faster and more efficient mail services.
We can send message across oceans and continents in a matter of movements with the help of computer and satellites.
(2) Telex:
Telex is the name given to the teleprinter device managed by postal department. The subscriber is provided with teleprinter and a direct line to one of the many automatic telex exchange in the country for an annual fee.
Following are advantages of telex services:
(a) Through direct dialing written communication can be sent by one subscriber to another.
(b) It is a quicker means of communication than telegram and cheaper than trunk call service
(c) The teleprinter can be used both for letter writing and telephoning.
(d) It can be used for booking inland and overseas telegrams by contacting the central telegraphy office.
Disadvantages:
(a) Connections are not easily available when required.
(b) The message may get distorted.
(c) Lines are frequently out of order.
(3) TELEGRAPH
Telegraph is the system of electric signaling. Signals are sent by making and breaking the current in a electrical circuit so that the signals are heard in short and long click which can be easily heard. In 1874 Thomas Edison invented a method of sending four messages over the same wire at the same time.
Message sent over the telegraph are known as telegrams. The main advantages of communicating by telegrams is that a message can be sent quickly to any part of the country and even overseas. Telegram should be carefully worded as they are very expensive.
The main disadvantage of telegram is that sometime message may get changed or distorted in transmission.
ELECTRONIC COMMUNICATION
a) Telephone
b) Computer
c) Fax
d) Telex
e) Voice system
f) Teleconferencing
g) Storage by optical technology
h) Desk top publishing
i) Electronic data processing
Explanation:
a) Telephone
Telephone is a mean of oral communication. It now used to be send massage in writing, picture, and copies of document. We can send telephone massage over long distance and even across ocean help of submarine cable. Originally radio geography, but now is use for telephone transmissions.
The telephone apparatus has become very sophisticated. A Varity of function can be perform through modern gadget which has a combination of push- button, turn button or level types keys installed.
b) Computer
Today computer technology is dramatically changed to landscape of the business communication. It is now possible to communicate with the people inhabiting the remotest possible places. It is the quiets mean of the communication. Space no longer is a barrier to communication. It is also a better of keeping permanent record of valuable and bulked data.
Information can now be store digitally or CD-ROM, optical disc, taps and other storage media. The World Wide Web is widely used for publishing a Varity of information on all subjects.
c) Fax
The fax or facsimile transmission machine enable to send to pictures, reproduction of document and handwriting or any other printed matter write on radio, with rapid speed. Today fax is widely use by government, bank, newspapers offices and big business house to send copies or reproduction of picture, letter or document to near as distance places. The main advantages of fax transmissions is that exact reproduction of printed material and picture is the possible and that massage is transmitted within moment. It is also not requires a skilled operator and can be used by anyone just like telephone
d) Telex
It is similar to e-mail but slower and it is prone to transmission of errors. It is connected from one subscriber to any other on telex terminals. It is uses the television system to receiving and sending information. For an example information on air time tables, stock price and railway times are conveyed with the help of telex.
e) Voice systems
The answer the machine is the simplest form of a voice massage system. It receives as well as retain massage which can be played back at a letter of time. Voice massage and mail system is a advance from by which the caller can record a massage, confirm it by listening and then send it to one or more persons. The receiver can open his mailbox, find out who the sender is, listen to the massage, and replay or fast forward it or save it for feature record and reference.
f) Teleconferencing
It is use television technology in which the participant are able to see each other on the screen and they talk. It can be held within a complex by using closed circuit T.V.
Audio conferencing is one more voice conferencing among three or more individuals of group discussing matters over a phone but without visuals.
g) Storage by optical technology
Compact disk-read only memory (CD-ROM) and write once read many (WORM) are the two types optical storage instruments. The CD is the laser- read data storage device. We can store audio or textual material on it. The user can read as well as hear on PC or a microcomputer system with a CD-ROM disk drive.
h) Desk top publishing
A desktop system consists of one or more computer , a laser printer and the required word processing software. With the help of a desktop a Varity of office material like printing letterhead graphics, publicity material, brochures handbills etc.
i) Electronic data processing
Besides storing data computer can be use for multiple other purpose like manipulating and capturing data, complex calculation, sorting, and summarizing, retrieving reproduction etc.
Basic Principle Of Effective Communication
The following are the basic principle of effective communication:
1) Communicate for a purpose.
2) Compose your message with care
3) Compose your message in order to attract attention
4) Remove all barriers to effective communication
5) Study the receiver of your message
6) Select your medium with your message
7) Provide for feedback and
8) Act promptly on receiving response.
CASE STUDY
Shrikant Patil was the manager of Dahanu Apparels at Dahanu.During one of his vacations he took a short term course in personnel management and public relations in one of the third rate Commercial Institute.It then dawned upon him that all these years he had been doing the wrong thing by dealing only with the section heads under him.
On his return to the factory he was a new Mr.Patil.He began to take lunch with the workers canteen and even smoked a beedi or two with them and exchanged a few non-veg jokes.Over a cup of tea he told them the story of his life and many spicy episodes about the lives of the directors- all ion the interest of better public relations.
He also joined them once in ragging a foreman who wore an old fashioned hat and coat.Trouble started a few days later.Absenteesim increased and there were two incidents of workers refusing to carry out the orders of their supervisors and three workers were found in a drunken on the plant.
Mr.Shrikant patil did not understand,what went wrong?He was too much upset.
PROBLEM:
In this the main problem is that Mr. Shrikant became too close with the worker and shared all the unwanted information such as personal and professional with the worker which made workers to take him for granted and all the problems started there after and when Mr. Patil realized this it was too late.
SOLUTION:
• The manager should not talk too much in front of their subordinate and should not mention things before their subordinates which they should not.
• Manager should avoid over communication and over friendly with their subordinates as in this case, as employee can take undue advantage of this and manager may lose the respect of his juniors.