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Learning Objectives:
 Appreciate Communication as a key human, social
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process in organisations
Understand the factors affecting communication
process
Understand how communication can be made more
accurate
Discuss various measures contributing to effective
communication
Explore the Johari framework supporting effective
communication
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Communication is - The transmission and reception
of ideas, feelings and attitudes--verbally and nonverbally--which produce a response
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Communication is “a process by which we assign
and convey meaning in an attempt to create shared
understanding
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At work, the process of communication is
 Instrumental in achieving desired results
 Helping expression of social and emotional
matters
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At least Two Parties
 Communication requires the sender and the receiver of a message
and they are known as the “Who” of communication
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Communication Context
 Communication context is created by time (the “when” of
communication), physical setting (“Where”), as well as the social,
situational, environmental and cultural (“How”) factors
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Message and Barriers
 Communication occurs through words, sounds, message structure,
gestures, eye contact, posture, voice characteristics and even
personal grooming and choice of dress, hair style and accessories
(“What”)
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Feedback
 Receiver responds to the message from the sender
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Sender
 Sender’s level of development affects how the
message is encoded
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Receiver Attributes
 These are similar to the sender’s attributes explained
above, but encoding is replaced by decoding at the
side of the recipient
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Channel Attributes
 (1) Number of channels available for conveying the
meaning (2) Possibility of modification, revision and
correction of the message (3) Possibility of feedback
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Message Attributes
 The degree to which several components of communication convey
the same message: while communicating face to face, the speaker
has the verbal and nonverbal channels available for conveying the
meaning
 Message structure: this refers to the degree to which the
arrangement of message components helps the receiver in
predicting what might come next
 Degree of objectivity: if the meaning of the message is well defined,
it becomes freer of the situation or context in which it happened
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Topic Attributes
 The degree to which the topic of communication itself is ambiguous
 The degree of complexity of the topic reflected in the number of
parts within the message and their interrelationship
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Communication may be a deceitful where the sender
deliberately lied or distorted the facts with covert intensions to
manipulate the decision or the action of the receiver in sender’s
favor
Such motivation and efforts to lie increase especially when
stakes are high – that is, when consequences of not being
caught or the consequences of being ‘successful’ are significant
We can perhaps understand deceit as a stronger and more
serious version of misrepresentation
Deceit is a misrepresentation with an intention to control other
party’s interpretation and subsequent action based on the
sender’s message, by controlling one’s own display of verbal and
nonverbal cues so that the receiver judges the message as
authentic
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Reading” both, the verbal and nonverbal messages
from the sender
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Segregating communication problems from other
problems
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Listening for effective interpersonal communication
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Questioning, probing
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Giving and receiving Feedback