Role of Effective Communication

poor communication affects career,

relationship Failure in achieving objectives in relationships, negotiations or decision making to a large extent owing to failure in communicating our purpose and ideas accurately to other Failure could be due to content OR form of message OR both

 Common e.g.s of communication failure in

personal and organizational communications -

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 regret and disappointment felt by the receiver for having failed to provide the communicator with expected performance

Case-2
Vice President to Secretary
Please call an Urgent meeting of all

managers.

Secretary fixed meeting for the next morning

 Secretary thought Urgent meant Serious

and not Immediate

 Receiver (Secretary) missed

Purpose of communication VP did not clearly & precisely specify the time & date of the meeting

Case-3
Vinay Prasad Assistant Engineer
Employer NTPC, Delhi Specialization High Voltage Power

Generation

 Reads ad about international power

conference in Chennai
Keen to attend
Writes immediately to Chief Power Engineer

The Chief Power Engineer

An international conference on power generation which would be of great interest to us is being held in Chennai. The enclosed brochure shows that the technical information to be presented in the conference would be of great help in our upcoming projects. The registration fee is just Rs.5,000/- & the cost of travel & stay about Rs.8,000/-. Hence, only Rs.13,000/will be required. I am informing you about the conference now, so that you can take a decision in time for me to make necessary arrangements for train / flight bookings and stay.

CPE Replies Vinay Prasad, Thanks for informing me about the conference in Chennai. I will certainly attend it. Please make all the necessary arrangements for me as suggested in your memo Ashok Jha

Definition - Communication
Latin Word

communis

Means
common

Communication
Natural activity of human beings to convey /

share
Opinions, feelings, information & ideas to

others through words (written or spoken), body language or signs

Some Definitions
Communication is essentially the

ability of one person to make contact with another and to make himself or herself understood
John Adair

Some Definitions
Purposive interchange, resulting in

workable understanding and agreement between the sender and the receiver of a message
George Vardman

Some Definitions
Communication is the interchange of

thoughts, opinions or information by speech, writing or signs

Robert Anderson

Francis J Bergin advocates that there are 7 Cs of Communication

Candidness Courtesy 7 Cs of Communi cation Clarity

Correctness

Completeness

Concreteness

Conciseness

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 by you attitude Also exhibits speakers self-confidence

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 lack of clarity

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

while conversing or during oral presentation. Hence necessary to be pre-planned and structured The principle of completeness requires that we communicate whatever is necessary, provide answers to all possible questions, add extra information etc. Be careful to answer all questions put to us e.g. in an interview else raise doubts regarding the matter If no information or answer / unwilling to answer or discuss any particular question frankly express inability to answer

 In business and professional

4. Conciseness

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

1. At this point of time 1. Now / at present 2. As regards the fact 2. Considering.. 3. 4. 5. 6.

Wordy

Concise

that.. Because of the fact that Are in need of . In due course of time Not very far from here

3. As / because 4. Need 5. Soon / shortly 6. Nearby / close by

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.

5. Concreteness
Choose precise words, speak with proper

modulation and force to make sound reflect the sense E.g. in oral communication avoid passive voice Active voice verbs reflect force & action Sound more natural and direct.

6. Correctness
Grammatical errors common in spoken

communication Speaker tends to forget the number and person of the subject of the verb if sentence is too long. Even sequence of tense is wrong Pronoun is incorrect especially in reported speech

6. Correctness
He said to me that I will surely go there
He told me that he would surely go there

Being an experienced manager, we are sure

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

7. Courtesy
An effective speaker maintains proper

decorum whether at meetings, conversing, GDs etc Courtesy demands not using words which are insulting to listener In business discussions, listen patiently without interrupting Wait for chance to speak when its your turn then speak with force and clarity

7. Courtesy
Tone should reflect respect for listener

(s) Pitch should not sound as it talking at each other but to each other Tone should not be aggressive

Need For Communication in Management

To increase employees job performance and effectiveness by

updating their knowledge To promote employees sense of belonging and commitment 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 the organization To empower employees with information on development and activities