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COMMUNICATION SKILLS
(BA9105)
Presented By: M.Karthika
Date: 03-09-2012
Unit : I
1
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Systems Approach
Forms of communication
Functions of communication
Principles of communication
Management and communication
Communication patterns
Barriers to communication
Interpersonal perception
SWOT analysis
Johari Window
Transactional Analysis.
2
What is Communication?
A process by which information is
exchanged between
individuals through a common
system of symbols, signs or behavior

Communication
The sharing of information between two or more individuals or
groups to reach a common understanding.
“Communication is an exchange of facts, ideas, opinion or
emotions, by two or more persons”- Koontz and O’Donell.
“communication is any behavior that results in an exchange of
meaning ” – The American Management Association.
System approach
Communication is a dynamic, transactional(two-way
process)in which there is an exchange of ideas, information,
etc., linking the sender and receiver towards a mutually
accepted direction or goals consists of several identified
elements or stages. This view of communication is termed as
a system approach to communication.
What - pictures denote ?
Communication is a two-way process which involves:
 Listening to others (Receiving) message
 Asserting/Expressing (Sending)
What are the most common ways
we communicate?
Written Word
Why we Study Communication?
Knowing
What happens when people communicate with themselves and
others
 Understanding
How that knowledge can be used to explain and interpret the
process of Communication in everyday life
 Developing Skills
Using this knowledge and understanding to communicate more
effectively

The Importance of Communication in business
Communication
Internal
External
Internal communication
Effective internal communication is considered important for the
following reasons.
-
-
Better coordination : All organizational activities are geared
towards greater productivity, leading to increased profitability and
hence greater prosperity for one and all. This calls for a concerted
and coordinated effort by all the department.
Conductive work atmosphere: Effective communication between
the management and the employees, it helps to bring about an
atmosphere of mutual trust and confidence.
External communication
External communication includes communication with government
agencies and departments on the one hand and distributors,
retailers, individual customers and general public on the other.
- Government agencies and department :
Business organizations are required to
deal with licensing authorities, foreign trade offices, customs
authorities, bank and other financial institutions, income – tax
and sales offices, post offices, transporters, etc.
- Ad agencies, distributors, retailers, individual customers,
etc.
Modern business is highly competitive
phenomenon. organization that can communicate better can also
sell better. Sales are promoted through persuasion and
persuasion is another aspect of communication.
OBJECTIVES / PURPOSE COMMUNICATION

TO INFORM :
- Foremost objective
- power
- need within and outside – organization

TO PERSUADE :
- business works-persuasion
employees to work efficiently
Persuade

customer to buy product
TO EDUCATE :
-disseminate knowledge & develop skills & attitude –people working
in organization.

TO TRAIN :
-communication – integral part – training programme.
- achieve proficiency in specific skills.
Communication require – training:
-instruction
-demonstration
-practice &
- discussion
 TO MOTIVATE :
- high level of motivation ensure high level of productivity and efficiency.
 TO INTEGRATE:
- large organization have different department-different targets.
- communication –integrate –in pursuing organizational goal.
 TO RELATE:
-good business relation-success- any business organization.
- communication – building and nurturing mutually beneficial
relationships .
 TO ENTERTAIN:
- communication facilitates social bonding and brings lighter moments
that help in creating lighter moments and relieving tension.
Process of Communication
SENDER --> MESSAGE --> VISUAL / ORAL / WRITTEN ->RECIPIENT
Where
Setting Channel
Response to
each other
People
MessageFeedback
Sender
Receiv
er
Ideas and
feelings
Noise
Messag
eFeedbac
k Channel
Setting
SenderReceive
r
Interferenc
e
The Communication Process: Elements

Sender
◦ Person with whom the message to be communicated originates
◦ Encodes or gives expression to the message

Message
◦ Thought, idea or information the Sender wishes to pass on to another
◦ The Message has meaning. It is this that has to be sent

Medium
◦ The medium is the method that the Sender chooses for encoding the message. This
may be written or oral. These are both verbal. The Sender may also encode his
message through signals, drama and other non-verbal means.
◦ The Medium is often confused with the Channel. One way to distinguish them is that
the Medium must be determined before the Channel is chosen, and often, Medium
determines Channel – e.g. Medium: Email; Channel: Internet

Channel
◦ The Message is sent via a Channel which is the means of transporting the message
from the Sender to the Receiver, e.g. post office, internet, airwaves, airmail etc.
The Communication Process: Elements

Receiver
◦ Person receiving or Decoding the message

Noise
◦ Anything that distorts a message by interfering with the communication
process
 Radio playing in the background
 Another person trying to enter the conversation
 Examination nerves
 Static on the telephone line
 A slow computer

Feedback
◦ The Receiver transmits verbal and non-verbal feedback to indicate his/her
reception and understanding of the message
Forms / classification of
communication
Communication may be classified or categorized on the following basis:
1.
Organizational structure
•
Formal
•
Informal
2.
Dimension/ Direction of communication
•
Upward
•
Downward
•
Lateral
•
Diagonal
•
Inward
•
Outward
3.
Expression
•
Written
•
Oral
•
Non Verbal
4.
Formation of networks
•
Wheel network
•
Y network
•
Chain network
•
All channel
CHANNELS OF COMMUNICATION: COMMUNICATION
ON THE BASIS OF ORGANIZATIONAL STRUCTURE
Channels of communication may be classified into two categories:
a)
Formal
b)
Informal
Formal Channel of Communication
It defined as a means of communication that is formally controlled by managers or people
occupying positions in an organization. Communication flows through formal channels.
Any information, decision, memo or reminder etc., will also follow this path.
Organizational Pyramid/Structure
BOARD OF DIRECTORS
MANAGING DIRECTOR
TOP LEVEL MANAGEMENT
MIDDLE LEVEL MANAGEMENT
SENIOR SUPERVISORS
FIRST LINE SUPERVISORS
EMPLOYEES/SHOP FLOOR EMPLOYEES
Informal Channel of Communication
Side by side with the formal channel of communication every organization has
an equally effective channel of communication namely that is the informal
channel. It is not officially sanctioned.
Informal Communication :
Beyond the Organizational Hierarchy
•When anyone can tell anyone else anything informally the result is a rapid
flow of information along what is commonly called the grapevine
•Unofficial information travels
•Factors responsible for grapevine
Feeling of insecurity
Lack of confidence
Formation of favored group
Some unusual happening in the organization
Personal problems of the employees
Types of Grapevine Chains
•Single strand chain –
A tells B, who tells C, who tells D. Usually, original item
of message is distorted when it reaches D.
•Group chain –
One person seeks out and tells everyone the
information he has received
•Probability chain Tells at random
•Cluster chainFew selected
Advantages of informal communication
•Speedy transmission –
Transmits information -speed
•Feedback value –
Top bosses of organization get feedback regarding- policies, & decision.
Feedback reaches – faster – informal .
•Support to other channelsSupplementary channel of communication
•Psychological satisfaction-
Gives immense Psychological satisfaction.
Strengthens -solidarity –
workers.
•Uniting force –
Brings together workforce in matters of common interest, and act as a
binding force among employees.
•
Creation of ideas-
Sharing of ideas and views – generate more ideas and
expectation.
•
Good personal relationsPublic relation- fails- because – lack of good
relationship. Promotes personal relationship.
Disadvantages
•Cannot be taken seriously
•Does not carry complete information
•Distorts information
•It may prove counter productive
•Chances of misinterpretation
•Lack of accountability
COMMUNICATION ON THE BASIS OF DIRECTION/
DIMENSION
Communication is multidimensional or multidirectional. There are various
directions in which it flows. Within the organization, communication may flow
inter scalar or intra scalar, upward or downward. Communication with the
outside world may be Inward or Outward.
Let's understand these dimensions are :
a)
Downward
b)
Upward
c)
Horizontal or lateral
d)
Diagonal or crosswise
e)
Inward
f)
Outward
Downward communication
Written
Oral

Instructions

Instructions

Memoranda

Speeches

Letters

Meetings

Handbooks

Telephone

policy statements

Loudspeaker

procedures electronic news
displays
Upward Communication
Communication that flows from bottom to top, or which is from lower hierarchical
level to higher level, is called upward communication. The main function of
upward communication is to supply information to the upper levels about what is
happening at the lower levels.
Lateral or Horizontal Communication
When communication takes place between two or more persons who are
subordinates working under the same person, or those who are working at the
same level, it is called lateral or horizontal communication. Communication
transferred through lateral means includes interdepartmental reports, requests,
suggestions and informal communication among peers at the same level and
so on.
Lateral Communication
Marketing Manager
Production Mgr
Diagonal Communication
Marketing Manager
Marketing Supervisor
Training Manager
Training Supervisor
Vertical Communication
Downward
Communication
Upward
communication
Marketing
Supervisor
Diagonal or Crosswise Communication
Diagonal or crosswise communication includes flow of information among
persons at different levels who have no direct reporting relationships.
Diagonal or crosswise communication
Oral
•
•
•
•
•
informal meetings
lunch hour meetings
formal conferences
project organization meetings
advisory authority interactions
Written
•
company news
paper/magazine
•
•
bulletin boards
in house journal or e-mail
Inward Communication
Inward Communication includes all the information received by the organization
from external agencies, which may be:

other organizations
These may be in the form of

government,

letters

suppliers,

emails

customers,

offers

competitors

orders

shareholders

requests

media.

suggestions

complaints

notices and so on.
Cont….
Outward Communication
The communication which the organization maintains with the outside world is
called outward communication.
Outward communication it may be in the form of:

advertisements

media interaction

public relations

negotiations

mails

telegrams

letters

tenders

notices

telephonic conversations and so on.
FORMS OF COMMUNICATION
Forms of communication, can be divided into verbal or non verbal
communication. Verbal communication may be oral or written. It depends upon
the manner in which the message in expressed. If, it is expressed through the
mouth, it is oral communication. This also includes face to face conversation,
dialogue, interviews, meetings, conferences, telephonic conversation and so on.
When the message is expressed through written language symbols, it is written
communication and it includes reports, letters, mails, telegrams, orders and
memos. When no words are used and only symbols, colours, signs, sounds or
expressions help to express a message, it is termed as non verbal
communication.
FORMS OF COMMUNICATION
VERBAL
ORAL
NON VERBAL
WRITTEN
Oral Communication
•Immediate feedback
•Shorter Sentences
•More informal
•Conversational focus
•Prompt action
•Focus on relations
•Less detailed technical
information
•More personal pronouns
•Simpler construction
•Lesser focus on grammar
•Local phrases and idioms are
used
Written Communication
•Delayed feedback
•Longer sentences
•Longer words
•More formal
•Focus on content and
precision
•Delayed action
•Focus on actions
•More detailed technical
information
•Fewer personal pronouns
•More complex constructions
•Useful document
•Grammar accuracy
COMMUNICATION NETWORKS OR PATTERNS OF
COMMUNICATION
Given
below
are
the
most
important
patterns
‘communication nets:’
a)
Wheel/ Y
i) Three-person wheel communication pattern.
ii) Five-person wheel communication pattern.
iii) Five-person ‘Y’ wheel communication pattern.
of
communication
or
b)
Circle
i)
Four-person circle communication pattern.
ii)
Five-person circle communication pattern.
c) All channel
i)
Four-person all channel communication pattern.
ii)
Five-person all channel communication pattern.
d)
Chain
Functions of communication

Information sharing `
Fast diffusion of information in organization. e.g., award & reward given, settlement
with union.

Feedback –
Need to provide feedback to employees on their achievements. Feedback helps in
taking corrective measures & necessary adjustment.

InfluenceCommunication is to influence people. Manager communicate- conductive
environment, right attitudes,& congenial working relationship.

Problem solving – communication helps in solving problem. Problems- between manager&
union.

Assists in decision makingEvery manager –take- critical decisions. Accurate & appropriate decision -needinformation- that available in various channels of communication.

Facilitating changeEffectiveness of change introduced in an organization depends to a large extent on the
clarity and spontaneity of the communication.

Group building –
Communication help – building relationships. If communication breakdown , the group
may disintegrate.

Gate keeping –
communication- build linkages of organization with outside world.

Conveying the right message –
communication convey right message to right person

Helps in co-ordination of effortscommunication – effective tool for co- coordinating activities of different
persons engaged in running a business.

Good industrial relationscommunication develops good industrial relations as it convey feelings, ideas,
opinions and viewpoints of different parties.- 2 parties –management & subordinates
come closer through communication.

Development of managerial skillscommunication- helps manager to understand – human behavior at work.

Motivating people –
People in organization – regularly informed about management expectationsotherwise – they feel frustrated and demotivated.

Job instruction –
manager communicate to subordinate – job instruction – from time to time.
Principles of communication
The seven C’s
When We talk about “ Effective Communication” one thing that
comes in mind, what are the basic principles of “effective
communication” .
 These principles tells us how your message can becomes effective
for your target group,
 These principles also tell about style and importance of the
message.
 These principles commonly known as 7 C’s of effective
communication.

Seven C’s of Effective Communication
1.
2.
3.
4.
5.
6.
7.
Completeness
Conciseness
Consideration
Concreteness
Clarity
Courtesy
Correctness
1) Completeness
Message Receiver- either listener or reader, desire complete
information to their question. e.g.
 suppose you are working with multinational company who is
engaging with engineering goods , like A.C.Now let say one of
your major customer wants some technical information regarding
“thermostat” (because he wants to convey the same to the end users
). In this case you have to provide him complete information in a
short span of time.
 If possible, provide him some extra information which he does not
know,.
 In this way you can maintain a good business relation with him,
otherwise he may switch to an other company.

Five W’s
One way to make your message complete is to answer the five
W’s.
 WHO?
 WHAT?
 WHEN?
 WHERE?
 WHY?
 The five question method is useful when you write requests,
announcements, or other informative messages.
 For instance, to order (request) merchandise, make clear WHAT
you want, WHEN u need it, WHERE it is to be sent.

Conclusion of completeness
At the end we can say that, you must provide him:1.
All necessary information as requested by him.
2.
Answers to his all questions carefully
3.
Provide some more information, which he is not requiring , just
to maintain good relations.
2) Conciseness



Conciseness means “convey the message by using fewest
words”.
“Conciseness is the prerequisite to effective business
communication.” As you know that all businessmen have very
short time .
Hence a concise message save the time and expenses for both
the parties.
How To achieve the conciseness ?
For achieving the conciseness you have to consider the
following.
1. Avoid wordy expression
2. Include only relevant material
3. Avoid unnecessary repetition.
Avoid Wordy Expression
E.g. Wordy:- at this time.
Instead of “at this time” you can just use only a concise word:NOW ,
Always try to use “ To the point Approach” in business scenario
perspective.

Include only relevant information
Always try to provide only relevant information to the receiver of the
message.
 Lets say one of your customer requested
for clients of the company
 in reply you should provide simply list of clients at the panel of
your company.
No need to provide detailed business information about client at
all.
 Observe the following suggestions to “ Include only relevant
information.”
◦ Stick to the purpose of message
◦ Delete irrelevant words
◦ Avoid long introduction, unnecessary explanation etc.
◦ Get to the important point concisely.

Avoid un-necessary Repetition
Some times repetition is necessary for focusing some special
issue.
 But when the same thing is said with out two or three reasons,
the message become wordy and boring.
 That’s why try to avoid Un-necessary repetition.

Some ways to eliminate unnecessary words
Use shorter name after you have mentioned the long once. e.g.
 Spectrum communications Private limited use spectrum.
 Use pronouns or initials E.g.
Instead of world trade organization use WTO or You can use IT
for Information Technology.( keeping in views that receiver
knows about these terms)

3) Consideration
Consideration means – To consider the receiver’s
Interest/Intention.
 It is very important in effective communication while writing a
message you should always keep in mind your target group
consideration is very important “C” among all the seven C’s.

Three specific ways to indicate consideration
i-Focus on “you” instead of “I” or “We”
ii-Show audience benefit or interest of the receiver
iii-Emphasize positive, pleasant facts.
Using “you” help you, but over use lead a negative reaction.
Always write a message in such a way how audience should be
benefited from it. e.g.
We attitude
I am delighted to announce that we will extend to make shopping
more.
You attitude
“You will be able to shop in the evening with the extended hours.”
Readers may react positively when benefit are shown to them.
Always try to address his/her need and want.
Always show/write to reader………… what has been done so far
as his/her query is concerned.
 And always avoid that his/her need and wants.
 Always avoid that has not been done so far.

4) Concreteness
It means that message should be specific instead of general.
Misunderstanding of words creates problems for both parties
(sender and receiver).
 when you talk to your client always use facts and figures instead
of generic or irrelevant information.

The following guidelines should help you to achieve the
Concreteness.
i- use specific facts and figures
ii-choose image building words
e.g
General
He is very intelligent student of class and stood first in the class.
Concrete
Ali’s GPA in B.Sc Electrical Engineering 2k3-f session was
3.95/4.0, he stood first in his class.
Always write on a very solid ground. It should definitely create good
image as well.
5) Clarity
Accurately is purpose of clarity
In effective business communication the message should be very
much clear. So that reader can understand it easily.
You should always Choose precise words.
Always choose familiar and easy words.
Construct effective sentences and paragraphs.
In business communication always use precise words rather longer
statements.
If you have a choice between long words and shorter one, always use
shorter one.
You should try your level best to use familiar/easy to understand
words so that your reader will quickly under stand it
Familiar
1-after
2-home
3-for example
4-pay
5-invoice
Next familiar words
subsequent
domicile
e.g.
remuneration
statement for payments
6) Courtesy
Courtesy
Knowing your audience allows you to use statements of courtesy; be
aware of your message receiver.
True courtesy involves being aware not only of the perspective of
others, but also their feelings. courtesy stems from a sincere youattitude.
 it is not merely politeness with mechanical insertions of “please” and
“Thank you” .
 Although Appling socially accepted manners is a form of courtesy .
 rather, it is politeness that grow out respect and concern for others.
Courteous communication generate a special tone in their writing and
speaking.

How to generate a Courteous Tone ?
The following are suggestions for generating a courteous tone:
 Be sincerely tactful, thoughtful and appreciative.
 Use expressions that show respect for the others
 Choose nondiscriminatory expressions
Be sincerely Tactful, Thoughtful and Appreciative
 Though few people are intentionally abrupt or blunt, these negative
traits are common cause of discourtesy.
 avoid expression like those in the left hand column below; rephrase
them as shown in the right-hand column
7) Correctness
At the core of correctness is proper grammar, punctuation and spelling.
however, message must be perfect grammatically and mechanically
. The term correctness, as applied to business messages also mean three
characteristics
o Use the right level of language
o Check the accuracy of figures, facts and words
o Maintain acceptable writing mechanics
Use the right Level of Language
we suggest that there are three level of language
1.
formal
2.
informal
3.
substandard.
Take a quick guess: what kind of writing is associated with each
level? What is the style of each?
Formal and Informal Words
Formal writing is often associated with scholarly writing: doctoral
dissertations, scholarly, legal documents, top-level government
agreements and other material where formality is demanded.
Informal writing is more characteristic of business writing. Here you
use words that are short, well-known and conversational as in this
comparison list:
More Formal
less formal
Participate
Join
Endeavor
try
Ascertain
find out
Utilize
use
Interrogate
question
Substandard Language
Avoid substandard language. Using correct words, incorrect
grammar, faulty pronunciation all suggest as inability to use good
English. Some examples follow:
Substandard
More Acceptable
Ain’t
isn’t,aren’t
Can’t hardly
can hardly
Aim to proving
aim to prove
Desirous to
desirous of
Stoled
stolen
Facts and Figures Accuracy
Check Accuracy of Facts, Figures and words
It is impossible to convey meaning precisely, through words, from the
head of the sender to a receiver. Our goal is to be as precise as
possible, which means checking and double-checking and doublechecking to ensure that the figures, facts and words you use are
correct.
“A good check of your data is to have another person read and comment
on the validity of the material”
Figures and facts
 Verify your statistical data
 Double-check your totals
 Avoid guessing at laws that have an impact on you, the sender and
your
 Have someone else read your message if the topic involves data.
 Determine whether a “fact” has changed over time
Proper Use of Confusing Words !
Our Language (Any) is constantly changing. In fact,even dictionaries
can not keep up with rapid change in our language. the following
words often confusing in usage:
A, An use a before consonants and
consonants sounds or a long ” u”
sound. Use an before vowels.
Accept, except accept is a verb and means to
receive. except is a verb or a
preposition and relates to
omitting or leaving out.
Anxious, eager Anxious implies worry, eager
conveys keen desire
Management and communication
Management and communication
The success of an organization depends upon the atmosphere in
which there is a free flow of information which could be
upward, downward or horizontal.
As analyzed by Henry mintzberg, managers need effective
communication skill to perform the following inter- related
roles,
 Interpersonal role
 Informational role
 Decision role
Communication is central to the entire management process for 4
primary reasons:
Communication is a linking process of management.
 Communication is the primary means by which people obtain
and exchange information.
 The most time-consuming activity a manager engages in is
communication.
 Information and communication represent power in
organizations.

COMMUNICATION BARRIER

Anything that hinders the communication process or acts as a
threat to communication cycle can be termed as communication
barriers
Barriers to communication
can lead to misunderstanding and confusion
Types of Barriers








Physical Noise
Technical Noise
Psychological Noise
Poor Timing
Perceptual Bias
Lack of Interest
Psychological Bias
Information Overload
Physical Noise
Physical noise occurs when the
sender
and
receiver
try
to
communicate in a situation that is
noisy
 For example, the bus stop. The noise
produced by the passing buses create
what is known as ‘physical noise’.

Technical Noise
Technical noise occurs when the
sender and the receiver use a tool to
communicate for example, a phone.
 When 2 people are communicating
using the phone, and one person steps
into an elevator, the signal will be lost
and the communication will fail. The
break down with the tool used to
communicate is known as ‘technical
noise’.

Psychological Noise
 Psychological noise occurs when the receiver
of the message is thinking of something and
not concentrating on the message itself, for
example, having class in a park.
 While this may sound like a nice and
comfortable situation to be in the message
may be lost if the receiver of the message is
thinking about if the grass is wet or if there
are any harmful bees around.
 As the receiver loses concentration on what
is being transmitted by the sender, so we
have ‘psychological noise’.
Poor Timing
Poor timing usually happens when the
sender is not aware of the mood of the
receiver when sending the message.
 For
example, approaching your
employer for a raise when he/she has
just made an announcement that the
company is almost bankrupt.

Perceptual Bias
 Perceptual bias occurs when the sender is not aware of the rules of
first impression.
 For example, when you attend an interview there is an appropriate
dress code.
 Failure to follow that dress code may result in you being
prejudiced against. If you go for an interview for an accounting
position dressed in jeans and a t-shirt, don’t be surprised if you
don’t get the job.
Lack of Interest
Sometimes, there are some things that
we are just not interested in. Of all the
subjects that students learn to complete
their degree, they cannot love all.
 There will be the ONE or TWO subject
that we have to suffer to stay awake
for. A lack of interest in what someone
has to say will definitely lead to a
breakdown in communication.

Psychological Bias
Ever heard of prejudice? Someone
doesn’t like you because you are
male/female,old/young, rich/poor.
 There are biases. A bias is
something that the sender cannot
fix. There is no solution to this
problem. Just be prepared.

Language Barrier





Different languages
Not everyone is familiar with all languages or jargon
Accent
Words with similar sounds but different meanings
Use of difficult or inappropriate words
Information Overload
Information overload occurs when you
try to absorb too much information
over a short period of time.
 If you try to study continuously for
hours without a break, or introduce too
many new concepts to your learning in
one period of time, your mind will
become confused and this can lead to a
break down in communication.

Ways to overcome these barriers

Physical barriers- try to use face-to-face communication
frequently

Perceptual barriers- recognize we have different values and try
to recognize where the person is speaking from

Emotional barriers- try to build trust


Cultural barriers- recognize differences in meaning, pacing,
volume and gesture, space, and touch
Language barriers- learn more about different cultures, relax, try
to find a place where there are not many additional stimuli to
take away from the exchange of messages
- ask what people need in order to communicate most effectively
- Solicit feedback
Interpersonal perception
what is perception?
Separate
but
together
What do you see?
100
What do you see?
101
Do you see a face or “liar”?
102
DEFINITIONS

STEPHEN ROBBINS
“ Perception is a process by which individual’s organize and
interpret the sensory impressions in order to give meaning to their
environment.”

FRED LUTHANS
“Perception is an important mediating cognitive process through
which persons make interpretations of the stimulus or situation they are
forced with.”
DEFINITIONS…

UDAI PAREEK & OTHERS
“Perception can be defined as the process of receiving, selecting,
organising, checking and reacting to sensory stimuli or data”.
In general, it can be defined as “ a process that involves seeing,
receiving, selecting, organising, interpreting and giving meaning to the
environment”.
MEANING





Perceptions differ from person to person.
Each individual perceives the same situation differently.
Group perceptions can influence one’s perception.
Individuals organise and interpret things based on their past
experiences and the important values they consider important.
Employees tend to behave and act on certain things on the basis of their
perception.
NATURE OF PERCEPTION
1) Perception is the process by which an individual gives meaning to the
environment.
2) It is a cognitive and psychological process. The manner in which a
person perceives the environment affects his behaviour. There can be no
behaviour without perception and perception lies at the base of every
human action.
3) People’s action, emotions, thoughts and feelings are triggered by their
perceptions of their surroundings.
4)Since perception refers to the acquisition of specific knowledge about objects or
events at any particular moment, it occurs whenever stimuli activate the sense
organs.
5) Though perception has been defined in a variety of ways, it basically refers to the
manner in which a person experiences the world.
6) Perception is an almost automatic process and works in much the same way within
each individual, yet typically yields different perceptions.
7) A stimulus that is not perceived has no effect on behaviour.
8) Perception is a process that operates constantly between us and reality.
9) Since perception is subjective process, different people may perceive the
same environment differently. So perception is like beauty, that lies in the
eyes of the beholder.
10)Perception involves the creation of gestalts.
11)Perception is a unique interpretation of the situation, not an exact
recording of the situation.
12)Perception is more complex and much broader than sensation.
IMPORTANCE OF PERCEPTION





Perception plays a very important role in shaping the personality of an
individual.
Perception is central in interpreting the world around us.
Perception affects the outcome of our behaviour because we act on the
basis of what we see.
Managers should be able to distinguish between a perceived world and
the reality.
An understanding of perception is important to understand and control the
human behaviour .
The importance of perception in managerial behaviour are :
i) Attitude formation: Perceiving events and people is critical in attitude
formation. Perception creates a basis for our attitudes, opinions, feelings,
beliefs and values.
ii) Relationship base : The manager’s relationship with others are based on
perceptions of their basic natures and motivations. Managers identify the
perceptual structures and implicit personality of employees before
making work relations.
iii)
Effective communication :Any message must be received and
interpreted before the communication attempt is complete.
Communication remains ineffective if it does not accomplish what the
source intends.
iv)Employment interview :Interviewers make perceptual judgments,
draw impressions and arrive at conclusions about the applicants. Thus
perception is a major input in their decision.
v) Performance evaluation :An employee’s performance appraisal is
very much dependent on the perceptual outlook. The evaluator forms a
general impression of an employee’s work. Thus, the perception
process significantly influences the appraisal outcome.
vi)Employee effort : In many organisations, assessment of an employee’s
effort is a subjective judgment which is susceptible to perceptual
distortions and bias.
vii)Employees loyalty :When evaluating an employee’s loyalty, a
manager is involved with person’s perception. This is an important
judgment that managers make about employees.
viii)Organizational goals :The interpretation and accomplishment of
organizational goals again depend on the philosophies and ideologies
of those who are expected to pursue them.
ix)
Workers’ rights : The interpretation of workers’ rights and
responsibilities is also dependent on the ideological motives and
beliefs of managers.
x) Employees unions :Perception plays a vital role in creating a better
understanding of unions by management and vice-versa.
INTERPERSONAL PERCEPTION….
Similarly the characteristics of the person who is being perceived are:
1. The status of the person perceived will greatly influence others’
perception of him.
2. The person being perceived is usually placed into categories to simplify
the viewer’s perceptual activities. Two common categories are status
and role.
3. The visible traits of the person perceived will greatly influence the
perception of him.
The above characteristics suggest that the organisational members must
realize that their perceptions of others are greatly influenced by
characteristics of themselves and characteristics of the other person.
 Further is necessary to develop perceptual skills of oneself and others.

DEVELOPING PERCEPTUAL SKILLS
Following attempts can be made to enhance perceptual skills.
1. Perceiving oneself accurately:
One should increase awareness about self. For
this, he should obtain information on how others perceive us from as
many sources as possible. By knowing. Perceiving and understanding
ourselves accurately, we should remove blind spots about self.
2. Being empathic :
Empathy means being able to see a situation as it
is experienced by others. A manager should be sensitive to the needs of
others and perceive situations from their point of view as well.
3. Having positive attitudes :
A manger should see things from a positive
angle, should be aware of personal biases ad should try to get rid of any
negative feeling he may have of others. This will help to put things in
proper perspective.
DEVELOPING PERCEPTUAL SKILLS….
4. Enhancing self – concept :
Self-concept or a good self image is a function of how
successfully we accomplish the things we attempt to do. When people
perform roles where they exhibit their competence and get success,
they develop a basic sense of self esteem and have positive self regard.
5. Communication more openly :
Managers should be able to effectively communicate to
employees so that misconceptions can be dispelled.
DEVELOPING PERCEPTUAL SKILLS….

6. Avoiding common biases in perceptions :
Managers
should try to considerably minimise their perceptual biases. They
should consciously raise their level of awareness in their interactions
with situations.

7. Avoiding attributions :
Mangers should try to
avoid making inappropriate attributions and should obtain as
accurate as assessment of the situation as possible so that
dysfunctional consequences can be avoided.
SWOT ANALYSIS
SWOT

A widely used framework for organizing and using data and
information gained from situation analysis

Encompasses both internal and external environments

One of the most effective tools in the analysis of environmental
data and information
SWOT description

A SWOT analysis generates information that is helpful in matching an
organization’s or a group’s goals, programs, and capacities to the social
environment in which they operate

It is an instrument within strategic planning

When combined with a dialogue, it is a participatory process
SWOT

Factors affecting an organization can usually be classified as:

Internal factors
◦ Strengths (S)
◦ Weaknesses (W)

External factors
◦ Opportunities (O)
◦ Threats (T)
Strengths
Weaknesses
Opportunities
Threats
SWOT: internal factors

Strengths
◦ Positive tangible and intangible attributes, internal to an
organization. They are within the organization’s control

Weaknesses
◦ Factors that are within an organization’s control that detract
from its ability to attain the core goal. In which areas might
the organization improve?
SWOT: external factors

Opportunities
◦ External attractive factors that represent the reason for an
organization to exist and develop. What opportunities exist in the
environment which will propel the organization?
◦ Identify them by their “time frames”

Threats
◦ External factors, beyond an organization’s control, which could
place the organization’s mission or operation at risk. The
organization may benefit by having contingency plans to address
them should they occur
◦ Classify them by their “seriousness” and “probability of occurrence”
SWOT Analysis
Strengths
Opportunities
Weaknesses
Threats
The Johari Window
What is it and why use it?
A Johari window is a metaphorical tool created in 1955 in the
United States, used to help people better understand their
interpersonal communication and relationships.
 When performing the exercise, the subject is given a list of 55
adjectives and picks five or six that they feel describe their own
personality.
 Peers of the subject are then given the same list, and each pick
five or six adjectives that describe the subject. These adjectives
are then mapped onto a grid.

The Johari Window is a communication model that can be used
to improve understanding between individuals.
 Developed by Joseph Luft and Harry Ingham (the word “Johari”
comes from Joseph Luft and Harry Ingham).

Two key ideas behind the tool:
Individuals can build trust between themselves by disclosing
information about themselves.
 They can learn about themselves and come to terms with
personal issues with the help of feedback from others.

Using the Johari model, each person is represented by their own fourquadrant, or four-pane, window. Each of these contains and represents
personal information - feelings, motivation - about the person, and
shows whether the information is known or not known by themselves
or other people.
JOHARI Window: An Interpersonal
Communications Model
KNOWN TO ME
UNKNOWN TO ME
KNOWN
TO
OTHERS
Public
Arena
Open
Blind (spot)
Bad Breath
Salad Teeth
UNKNOWN
TO
OTHERS
Hidden
Avoided
Private
Unknown
Unconscious
The four quadrants are:
Quadrant 1: Open Area
What is known by the person about him/herself and is also known
by others.
 Quadrant 2: Blind Area, or "Blind Spot"
What is unknown by the person about him/herself but which others
know. This can be simple information, or can involve deep
issues (for example, feelings of inadequacy, incompetence,
unworthiness, rejection) which are difficult for individuals to
face directly, and yet can be seen by others.
 Quadrant 3: Hidden or Avoided Area
What the person knows about him/herself that others do not.
 Quadrant 4: Unknown Area
What is unknown by the person about him/herself and is also
unknown by others.

JOHARI Window: A Self-reflection Tool
KNOWN TO ME
UNKNOWN TO ME
KNOWN
TO
OTHERS
___________
___________
___________
___________
___________
___________
UNKNOWN
TO
OTHERS
___________
___________
___________
___________
___________
___________
Transactional analysis
Transactional analysis often called – TA.
 Developed during 1960 by Dr.Eric Berne.
 TA is the method for studying interactions between
individuals.
 It is based on 2 notification
– we have 3 part or ego-states to our personality.
-these converse with one another in transactions

TA Theory & Model- Ego status
Berne devised the concept of ego status to help explain how we
are made up, and how we relate to others.
Parent ego state
 Adult ego state
 Child ego state

Parent ego status

This is a set of feelings, thinking and behavior that we have copied
from our parents and significant others.
Adult ego state
The adult ego state is about being spontaneous and aware with the capacity
for intimacy. when in our adult we are able to see people as they are,
rather than what we project onto them.
Child ego state

The child ego state is a set of behaviors, thoughts and feelings which
are replayed from our own childhood.
Analysis of Transactions – functional analysis


Diagnosing the ego states that emerge in a social interchange
Three kinds of transactions:
1. Complimentary transactions
2. Crossed transactions
3. Ulterior transactions.
138
138
Complimentary Transactions
 Lines of communication are parallel
 Communication can proceed smoothly and indefinitely.
P
P
P
P
A
A
A
A
C
C
C
C
139
139
Crossed Transactions
 Lines of communication are crossed
 Communication is broken off
 Relationship breaks down.
P
P
P
P
A
A
A
A
C
C
C
C
140
140
Ulterior Transactions


Two messages are sent, one overt, the other implied and
unspoken
Can lead to repetitive game playing.
P
P
P
P
A
A
A
A
C
C
C
C
141
141
Reference
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




Business communication – R.K.Madhukar
Pg. No.4,5,6,7,8
Essentials of business communication – Rajendra Pal *
J.S.Korlahalli Pg.No.Ec35-Ec48.
Business communication – M.K. Sehgal , Vandana
Khetarpal Pg.No.2-20
Communication skills – Dr. R Senapathi Pg.No.19,151162.
esource.mccneb.edu/hmr/jvanarsdall/chapter03
www.authorstream.com/.../Mentor-23904-Johari-Window
www.ronniejohnson.info/files/.../The%20Johari%20Window
.
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
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
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


www2.tech.purdue.edu/ols/courses/.../chapter2.
www.4shared.com/office/9ogfQaFf/Johari_Window.
www2.econ.iastate.edu/classes/
www.hss.iitb.ac.in/courses/v.n4.
www.communicationandculture.co.uk
www.elcamino.edu/faculty/.../TA4PAS_2.PDF
www.coachingspeech.com/.../Communication%20Process
www.br.inter.edu/
web.uettaxila.edu.pk/.../notes%5CLecture6%20Seven%20Cs