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Aditi Sharma, IAAS
Deputy Director
PDA(Central) Chandigarh
(from Latin "communis", meaning to share)
Communication is sending and receiving information between two or
more people. The person sending the message is referred to as the
sender, while the person receiving the information is called the receiver.
The information conveyed can include facts, ideas, concepts, opinions,
beliefs, attitudes, instructions and even emotions.
Is it a one-way or a two-way process…??
One-way communication is linear and limited because it occurs in a
straight line from sender to receiver and serves to inform, persuade or
command.
SENDER
MESSAGE
Instructions
on an pack, in
a manual etc
RECEIVER
Newspaper,
TV, Radio,
billboard
Circular,
notice,
Speech etc
• Sender
• The person who intends to convey the message with the intention of
passing information and ideas to others is known as sender or
communicator.
• Ideas
• This is the subject matter of the communication. This may be an
opinion, attitude, feelings, views, orders, or suggestions.
• Encoding
• Conversion of subject matter into symbols like words, pictures etc is
the process of encoding.
• Communication Channel**
• Choice of channel for sending the required information, ideas etc. This
information is transmitted to the receiver through certain channels
which may be either formal or informal.
• Receiver
• Receiver is the person who receives the message or for whom the
message is meant for. It is the receiver who tries to understand the
message in the best possible manner in achieving the desired
objectives.
• Decoding
• The person who receives the message or symbol from the
communicator tries to convert the same in such a way so that he may
extract its meaning to his complete understanding.
• Feedback
• Feedback is the process of ensuring that the receiver has received
the message and understood in the same sense as sender meant it.
The process of communication is what allows us to
interact with other people; without it, we would be unable
to share knowledge or experiences with anything outside
of ourselves.
The Art of Listening
“If we were supposed to talk more than listen, we would
have been given two mouths and one ear.”
• Mark Twain
Active Listening
Responding
Paraphrasing
Asking questions for clarification
 There is a difference between listening and hearing..!
(https://www.youtube.com/watch?v=fIj5FPhfFsY&nohtml5=False) (movie)
Effective communication occurs when a desired effect is the result of
intentional or unintentional information sharing, which is interpreted
between multiple entities and acted on in a desired way. This effect also
ensures the message is not distorted during the communication process.
Therefore, effective communication serves the purpose for which it was
planned or designed.
Right people getting the information at the right time.
What to say, whom to say, when to say, How to say…!!
https://www.youtube.com/watch?v=ixSUBl1WNxk&nohtml5=False
(Forest)
When the desired effect is not achieved…
what could be the reason??
Barriers to Effective communication (Noise)
Physical
barriers
Attitudes
(resistance to
Language
change)
Ambiguity
Information
Overload
Gender
differences
Assumptions
& jumping to
conclusions
System
design
Ineffective Communication…!!
What can poor understanding
of the message leads to….??
https://www.youtube.com/watch?v=nhe0KSGoUgc&list=PL058A82A702A180CF&inde
x=5&nohtml5=False
(shop)
https://www.youtube.com/watch?v=fIj5FPhfFsY&nohtml5=False (movie)
Types Of Communication
• Verbal Communication
(words)
Oral Communication
Written Communication
• Vertical Communication
• Upward
• Downward
• Nonverbal Communication
• gestures, body language
• Horizontal Communication
Horizontal Communication
• Intra Departmental: With colleagues in the same office
• Inter Departmental Communication: With person/officer at the same
hierarchical level in another organization.
GROUP ACTIVITY
Be Concise
& Clear
Be Aware of
the targeted
group
(Receiver)
Plan &
Frame it
well
Stick to the
point..!!
THANK
YOU
ALL