CHAPTERONE:OVERVI

EW OF COMMUNI
CATI
ON

1.I
NTRODUCTI
ON

Communi
cat
ioni
sinv
olv
edi
nev
erypar
tofourl
i
vesf
rom t
het
imewewakeupunt
il
t
het
imewegobackt
osl
eep.Whenwear
etal
ki
ngwi
thf
ami
l
iesorf
ri
ends,ot
her
st
udent
sorourt
eacher
sot
herempl
oyeesorsuper
visor
s;orwhenwear
eli
steni
ngt
o
ar
adi
oorwat
chi
ngTVwhenwear
ebuy
ingorsel
l
ingpr
oduct
sorser
viceswhenwe
ar
espeaki
ng,
li
steni
ng,
or“
sizi
ngup”asi
tuat
ion–whenwedoanyoft
heset
hingswe
ar
einv
olv
edi
ncommuni
cat
ion.Si
nceacommuni
cat
ionhassuchamaj
oref
fecton
al
lourl
i
ves we wi
l
ldo so mor
e ef
fect
ivel
yifwe under
stand t
he basi
cs of
communi
cat
ion.

Asy
ouhav
est
udi
edi
nthecour I
se,nt
roduct
iont
oManagement
,manager
shav
ethr
ee
basi
cjobs:t
ocol
l
ectandconv
eyi
nfor
mat
ion,t
omakedeci
sionandt
opr
omot
e
i
nter
per
sonaluni
ty.Toputi
tinshor
t,manager
sar
eexpect
edt
owor
ktoget
hert
o
achi
eveor
gani
zat
ionalgoal
s.Al
loft
hesej
obshappen t
hrough communi
cat
ion.
Ef
fect
ive manager
s ar
e abl
eto use a wi
de v
ari
ety ofmedi
a & st
rat
egi
es t
o
communi
cat
e.Thi
spar
tgi
vesy
ou gener
alov
erv
iew ofcommuni
cat
ion f
rom i
ts
def
ini
ti
onandmeani
ngt
oty
pesofcommuni
cat
ion.Thepar
twi
l
lal
soi
ntr
oducey
ou
t
othecommuni
cat
ionpr
ocessandt
hemaj
orcausesofcommuni
cat
ioner
rorsot
hat
y
ouwoul
dimpr
ovey
ourcommuni
cat
ionski
l
l.

Communi
cat
ioni
sper
hapsasol
dast
hehumanci
vi
li
zat
ion.I
tsor
igi
ncanbet
racedt
o
t
hegr
owt
h of
thehuman soci
ety
.Int
hepr
imi
ti
vest
ageofhuman soci
ety
,peopl
e
sat
isf
iedt
hei
rwant
s,whi
chwer
eli
mit
edt
othebasi
cneedsf
orf
ood,cl
othi
ng&shel
ter
andbyt
hei
rowni
ndi
vi
dualef
for
ts.Att
hatt
imel
i
fewasi
sol
atedandt
her
ewasl
i
ttl
e
communi
cat
ion.Butwhi
l
epeopl
ehunt
edf
orf
ood,t
heyt
oower
ehunt
edbyot
herwi
l
d
ani
mal
s.Theyl
i
vedi
nconst
antdanger
.Thecommonneedf
orpr
otect
ionandsecur
it
y
l
ed t
o gr
oup l
i
fe.Then communi
cat
ion was ev
olv
ed i
nthe f
orm of sounds,
i
ndi
cat
ions,
si
gnal
s,and expr
essi
ons.As gr
oup l
i
fe dev
eloped,and human want
s
cont
inued t
oincr
ease,f
ormsof
communi
cat
ional
so dev
eloped.Gr
adual
l
y,wi
tht
he
i
ncr
easei
npopul
ati
on,emer
genceofdi
vi
sionof
laborandspeci
ali
zat
ion,andbi
rt
hof
exchangeeconomyhumanbei
ngshadt
obei
nconst
ant
communi
cat
ion.

1
Atsomest
age,t
hesi
gnsandsy
mbol
scr
eat
edl
anguage.Wi
tht
hegr
owt
hofbusi
ness-
i
ndust
ryandcommer
ce,way
sofexpr
essi
ngi
deasi
nlanguagesdev
eloped.Gr
adual
l
y
peopl
ewer
eabl
etoshapet
hei
rat
ti
tudes,nor
ms,v
alues,cul
tur
e,r
eli
gion,et
cthr
ough
communi
cat
ion.Sci
enceent
eredt
hef
iel
dandnew f
ormsofor
al,wr
it
tenandaudi
o
v
isual communi
cat
ion dev
eloped. Thus t
he dev
elopment of
communi
cat
ion i
s
i
nsepar
abl
efr
om t
hedev
elopmentofhumanci
vi
li
zat
ion.
I
nthepr
esentdaywor
ldofmasspr
oduct
ion,
inv
olv
ingor
gani
zat
ionswi
thl
argenumber
ofper
sonnel
wit
hthei
rsoci
aland cul
tur
aldi
ver
sif
icat
ions,and compl
ex i
ndust
ri
al
oper
ati
onsandi
nfl
uences,
communi
cat
ioni
sofv
italneedatev
eryst
epi
nindust
ri
aland
commer
cial
act
ivi
ti
es.
1.
2.Meani
ngofCommuni
cat
ion

Di
ff
erentwr
it
ersdef
inecommuni
cat
ioni
ndi
ff
erentway
s. Let
’sl
ookatv
ari
ous
possi
ble way
s ofdef
ini
ng communi
cat
ion.When peopl
e ar
e asked t
o def
ine
communi
cat
ion,somedef
inecommuni
cat
ionas“
thepr
ocessoft
ransf
err
ingi
deas
f
rom oneper
sont
oanot
her
”.Wheny
ouseet
hisdef
ini
ti
ononsur
facei
tseemssound.
Howev
er,i
tisi
ncor
rectwayofdef
ini
ngcommuni
cat
ion.Whydoy
out
hinki
tisso?
Becauset dst
hewor ransf
err
ingandf
rom oneper
sont
oanot
heri
naccur
atel
yimpl
y
t
hatcommuni
cat
ioni
sli
kepour
ingl
i
qui
dfr
om apott
oanot
herpot
.

I
not
herwor
ds,t
hedef
ini
ti
oni
mpl
i
esasi
mpl
e,onewayact
ionwher
eper
sonAt
akes
knowl
edgef
rom hi
sorherheadandsi
mpl
ypour
s(t
ransf
ers)i
tint
otheheadof
per
sonB,
thesamewayt
hewat
erpour
edt
oapot
.Per
sonBmayr
efuset
oacceptA’
s
i
deasandmay
,inst
ead,wi
sht
opr
esenthi
sorherowni
deas(
giv
efeedback)unl
i
ke
t
hepot
.TheLat
i ootofcommuni
nr cat
eiscommuni
car
e,whi
chmeans“
tomake
commont
omany
,shar
e”.Accor
dingt
othi
sdef
ini
ti
on,whenpeopl
ecommuni
cat
e,
t
heyexpr
esst
hei
rideasandf
eel
i
ngsi
nawayt
hati
sunder
standabl
e(common)t
o
eachoft
hem.Theyshar
einf
ormat
ionwi
theachot
her
.So,
whati
sthecor
rectwayof
def
ini
ngCommuni
cat
ion?

Hami
l
tonandPar
ker(
1987)
,def
inecommuni
cat
ionas”t
hepr
ocessofpeopl
eshar
ing
t
hought
s,i
deas,
andf
eel
i
ngswi
theachot
heri
ncommonl
yunder
standabl
eway
s.”

Bov
eeand Thi
l
l(2000)def
ined communi
cat
ion ast
hepr
ocessofsendi
ng and

2
r
ecei
vi
ng messages. They di
sti
ngui
shed communi
cat
ion and ef
fect
ive
communi
cat
ion.Accor
dingt
oBov
eeandThi
l
l,
,ef
fect
ivecommuni
cat
ionoccur
swhen
i
ndi
vi
dual
sachi
eveashar
edunder
standi
ng,st
imul
ateot
her
stot
akeact
ions,and
encour
agepeopl
etot
hinki
nnewway
s.

Dearl
ear
ner
,nowl
ookbackt
hedef
ini
ti
ony
ougav
eforcommuni
cat
ionear
li
eratt
he
begi
nni
ngoft
hist
opi
candr
evi
sei
tagai
ninl
i
newi
tht
hedef
ini
ti
onsf
orwar
dedher
e.
Becauset
hismodul
eisconcer
nedpr
imar
il
ywi
thef
fect
ivebusi
nesscommuni
cat
ion,
t
hedi
scussi
onsandi
l
lust
rat
ionsy
ouwi
l
lreadf
ocusmai
nlyonbusi
nessmessages.
Howev
er,
youcanappl
ythem al
sot
oot
heror
gani
zat
ions,
toot
herpr
ofessi
ons,
andt
o
y
ourper
sonal
communi
cat
ion.

Thet
erm communi
cat
ioni
sder
ivedf
rom t
heLat
inwor
k“Communi
s”,whi
chmeans
common.

Li
ter
all
y,t
ocommuni
cat
emeanst
otel
l
,show,
spr
eadandi
nfor
m.

Ascommuni
cat
ioni
samuchmor
ecompl
exf
act
ori
nourpr
esentwor
ld,
notsur
pri
singl
y,
t
hepr
obl
emofdef
ini
ngi
tasasubj
ectofst
udyhasal
sobecomei
ncr
easi
ngl
ydi
ff
icul
t.
Forourpur
poses,
howev
er,
wecandef
inecommuni
cat
ionas:
The pr
ocess by whi
ch peopl
e at
tempt t
o shar
e meani
ng (
ideas, f
eel
i
ng,
t
hought
,exper
ience,knowl
edge,ski
l
l,et
c)f
orsomepur
poset
hrought
het
ransmi
ssi
on
of
symbol
i
cmessages.
Ourwor
kingdef
ini
ti
onofcommuni
cat
ioncal
l
sat
tent
iont
othef
oll
owi
ngf
iveessent
ial
poi
nts.
1.Communi
cat
ioni
sapr
ocess
Communi
cat
ionr
efer
stoaser
iesofact
ivi
ti
est
obeaccompl
i
shedi
nasequence;
itdoes
notr
efert
oinci
dent
alev
ent
sandt
ransact
ionsamongpeopl
e.
2.Communi
cat
ioni
spur
posef
ul
Whensender
s-r
ecei
ver
scommuni
cat
ethesenderor
igi
nal
l
yshoul
dhav
eanobj
ect
ivet
o
becheckedat
theendoft
hecommuni
cat
ionpr
ocess.Communi
cat
ioni
snotj
ustt
he
t
ransf
erofmessages but
pur
posef
ult
ransf
erofmessages bet
ween sender
s and
r
ecei
ver
s.Thusi
tdoesnotr
efert
oinci
dent
alt
ransact
ionsbet
weenpeopl
e
3.Communi
cat
ioni
nvol
vespeopl
e

3
Communi
cat
ion shows t
he degr
ee ofunder
standi
ng among sender
s-r
ecei
ver
s and
howt
heyr
elat
etoeachot
her
.Ther
efor
e,i
tref
erst
ocommuni
cat
ionamongpeopl
eonl
y
andt
heexchangeofi
nter
per
sonal
behav
ior
samongt
hem.
4.Communi
cat
ioni
nvol
vesshar
edmeani
ng
Thi
ssuggest
sthati
n or
derf
orpeopl
eto communi
cat
e,t
heymustagr
ee on t
he
def
ini
ti
onsoft
het
ermsandsy
mbol
stheyar
eusi
ng.Thesy
mbol
susedbyt
hesender
shoul
d be si
mil
arl
yint
erpr
eted byt
her
ecei
veri
n or
dert
o ensur
e equalorsi
mil
ar
under
standi
ngbet
weent
hem.
5.Communi
cat
ioni
ssy
mbol
ic
I
ncommuni
cat
ionsy
mbol
ssuchas,l
ett
ers,number
s,wor
ds,gest
ures,sound,et
ccan
onl
yrepr
esentorappr
oxi
mat
ethei
deast
heyar
emeantt
ocommuni
cat
e.I
not
herwor
ds
sy
mbol
sar
enotper
fectr
epr
esent
ati
onsofouri
deas.Thuswehav
etot
akecar
ein
sel
ect
ingsy
mbol
sthatbestappr
oxi
mat
ethesender
’si
deas.
Communi
cat
ioni
svi
talt
ohumanexi
stence.I
tishowwepassont
oot
her
sourt
hought
s
andf
eel
i
ngs,t
ellt
hem whatwewantt
hem t
odo,askt
hem t
ohel
pus,shar
ewi
tht
hem
ourknowl
edgeandexper
ience.Wi
thoutcommuni
cat
ionwewoul
deachl
i
veasi
fal
one
i
nthewor
ld.
1.
3Nat
ure/
Char
act
eri
sti
csofCommuni
cat
ion
As ar
ti
cul
ated by Ger
ald Mi
l
ler
,communi
cat
ion has t
hree basi
c char
act
eri
sti
cs:
dy
nami
sm,
uni
quenessandt
ransact
ional
nat
ure.
Dy
nami
sm
Ev
erycommuni
cat
ionev
entst
emsf
rom aser
iesofpastev
ent
sandt
ri
gger
saser
iesof
newones.
Communi
cat
ioni
saf
fect
edbypr
iorat
ti
tudes,
plannedt
hought
sandpeopl
etowhom t
he
messagei
saddr
essed.I
tist
husady
nami
cphenomenonwi
thoutbegi
nni
ng,
wit
houtend,
cont
inual
l
yrespondi
ng,
andcont
inual
l
ychangi
ng.
Uni
queness
Ev
olv
ingnat
ural
l
yfr
om t
henot
ionofdy
nami
sm i
stheconceptofuni
queness.Not
wo
communi
cat
ionev
ent
sar
eal
i
kebecauseoft
hechangei
nthesender
,theaudi
ence,
del
i
ver
y,t
imesi
tuat
ionet
c.
Tr
ansact
ionalNat
ure
4
Communi
cat
ionschol
arsWenber
gandWi
l
motment
ionedt
hati
ncommuni
cat
ional
l
per
sonsar
e
engagedi
nsendi
ng(
encodi
ng)andr
ecei
vi
ng(
decodi
ng)messagessi
mul
taneousl
y.
Eachper
soni
saf
fect
ingt
heot
her
.Eachcommuni
cat
iont
ransact
ioni
nvol
vesr
eci
procal
exchangesoff
eel
i
ngs,

meani
ngs,
ideasandr
esponses.

1.
4Rol
eandI
mpor
tanceofCommuni
cat
ion

I
nor
dert
oshow t
hei
mpor
tanceofcommuni
cat
iont
oor
gani
zat
ioni
tisbet
tert
o
def
inewhator
gani
zat
ioni
s.Anor
gani
zat
ioni
sagr
oupofpeopl
eassoci
atedf
or
busi
ness,pol
i
tical
,pr
ofessi
onal
,rel
i
gious,at
hlet
ic,soci
al,orot
herpur
poses.I
ts
act
ivi
ti
esr
equi
rehumanbei
ngst
oint
eract
,react
-communi
cat
e.Theyexchange
i
nfor
mat
ion,i
deas,pl
ans,makedeci
sions,r
ules,pr
oposal
s,cont
ract
sandv
ari
ous
agr
eement
s whi
ch al
l of t
hem cannot happen wi
thout communi
cat
ion.
Communi
cat
ioni
sthel
i
febl
oodofev
eryor
gani
zat
ion.Whet
heranor
gani
zat
ioni
s
l
argeorsmal
l
,theshar
ingofi
nfor
mat
ionamongt
hepar
tsofanor
gani
zat
ion,
aswel
l
asbet
ween t
heor
gani
zat
ion and t
heout
sidewor
ld,i
sthegl
uet
hatbi
ndst
he
or
gani
zat
iont
oget
her
. Asamemberofanor
gani
zat
ion,bei
tfor
malori
nfor
mal
or
gani
zat
ion,y
ouar
eal
i
nki
nthecommuni
cat
ionchai
n.Whet
hery
ouar
eat
op
manageroran ent
ryl
evelempl
oyee,y
ou hav
einf
ormat
iont
hatot
her
sneed t
o
per
for
mthei
rjobs.Att
hesamet
ime,ot
her
shav
einf
ormat
iont
hati
scr
uci
alt
oyou.
Communi
cat
ionski
l
lsar
eimpor
tantbecausei
tist
hroughcommuni
cat
iont
haty
ou
gai
nthei
nfor
mat
iony
ouneedt
omakesuccessf
uldeci
sionsatwor
k.Thesuccessof
anor
gani
zat
iondependsoncommuni
cat
ionski
l
lsofi
tsempl
oyees.Resear
ches
i
ndi
cat
ethatcommuni
cat
ionski
l
lswer
erat
ed“
ext
remel
yimpor
tant
”rel
ati
vet
oot
her
ki
ndsofabi
l
iti
esbyt
hesur
vey
edor
gani
zat
ion.Resear
cher
sconduct
edonbusi
ness
or
gani
zat
ionsal
soshow t
hat“
inabi
l
ityt
ocommuni
cat
e”and“
poorcommuni
cat
ion
ski
l
ls”wer
ethemostf
requent
lyment
ionedr
easonsf
ornothi
ri
ngaj
obappl
i
cant
.
Fr
om t
hisy
oucanseet
hatcommuni
cat
ionaf
fect
sev
eny
ourper
sonal
li
fe.

Theabi
l
ityt
ocommuni
cat
ewi
thot
her
sisanessent
ialat
tr
ibut
eofhumanl
i
feandwe
ar
eal
lofus

5
gr
appl
i
ngwi
thcommuni
cat
iont
asksmostoft
het
imewear
eawake.Onl
ywhenwear
e
al
oneandal
sonotr
eadi
ngorwr
it
ingorl
i
steni
ng,west
opr
ecei
vi
ngmessagesf
rom t
he
wor
ldofpeopl
eout
sideour
sel
ves,st
opt
ryi
ngt
osendoutmessagest
othef
ell
ow
humanbei
ngsar
oundus.Communi
cat
ionpl
ays,t
hen,av
italpar
tinourper
sonaldai
l
y
l
i
ves.
Fur
ther
mor
e,communi
cat
ion has been char
act
eri
zed as t
he “
li
fe-
blood” of an
or
gani
zat
ion.Ev
ery
organi
zat
ion depends f
ori
ts dai
l
yfunct
ioni
ng on an i
ntr
icat
e
communi
cat
ionnet
wor
k,whi
chhasgr
ownupdur
ingt
hey
ear
sandhaspr
ovedi
tsel
f
i
ndi
spensabl
e.“
Noper
soni
sanI
sland”
;todaymor
ethanev
eral
lthepeopl
eoft
hewor
ld
r
elyuponanot
herf
orpr
oduct
s,ser
vices,
ideas,
etc.
Theabov
etwopar
agr
aphsshowt
hatt
hei
mpor
tanceofcommuni
cat
ionbev
iewedf
rom
t
woangl
es:
indi
vi
dual
angl
eandor
gani
zat
ional
angl
e.
Manconf
li
ctswi
thhi
msel
f,wi
thhi
senv
ironmentandwi
thhi
sfel
l
ow cr
eat
ures.Hei
s
capabl
eof
emot
ions,
ideasandr
easoni
ng.Hemustl
ear
nthear
tofadj
ust
ingt
ohi
msel
f,t
ohi
swor
k,
andt
ohi
sassoci
atesev
enast
hatsel
f,t
hatwor
k,andt
hoseassoci
ateschange.A
per
sonmustl
ear
nandpr
act
icet
hear
tofhumanr
elat
ions,anar
tthatenhancest
he
i
ndi
vi
dual
per
sonandt
hesoci
etyofwhi
chhei
samember
.
Li
keal
lot
herpeopl
e,y
ouar
eacompl
exsy
stem oft
hought
sandf
eel
i
ngs,ofi
deasand
emot
ions.
Al
thoughsi
mil
art
oot
herhumanbei
ngs,
youar
eauni
queper
son.Yety
oumustl
i
veand
wor
kwi
thot
her
s.Youar
eahumanbei
ngnotani
sland.Mul
ti
plyt
hiscompl
i
cat
edbei
ng
y
oubyt
hemi
l
li
onsof
othercompl
i
cat
edanduni
quepeopl
eont
hisear
th.Addt
he
unpr
edi
ctabl
einf
luences ofsoci
ety andnat
ure.Recogni
ze t
hatt
oday a per
son’
s
economi
cal
l
y,i
snotani
sland;s/
hecannoti
sol
ateher
sel
f/hi
msel
ffr
om her
/hi
sfel
l
ow
men.Youwi
l
lthen di
scov
ert
hatatt
hecor
eofhumanr
elat
ionsi
smoder
n man’
s
obl
i
gat
iont
oful
fi
ll
himsel
fwi
thi
nther
equi
rement
sofnat
ureandsoci
ety
.
Ev
ent
houghal
lpeopl
eincl
udi
ngy
ouar
eemot
ional
-r
ati
onalbei
ngs,st
il
lyouar
euni
que
f
rom ot
her
sint
haty
ouhav
egear
edy
ourcar
eert
osuccessf
ulbusi
nessmanagement
.
Ther
efor
eyouhav
eassumedt
heobl
i
gat
ionofst
ri
vi
ng,et
hical
l
yandef
fi
cient
ly,t
ouse
t
hought
sandf
eel
i
ngsi
deasandemot
ions,
act
ionsandr
eact
ionsi
nleadi
ngy
ourl
i
feand
6
conduct
ingy
ourwor
k.
To bespeci
fi
ccommuni
cat
ionser
vest
hef
oll
owi
ng t
hreepur
posesi
nper
sonalor
i
ndi
vi
dual
li
fe.
A)JobSuccess
Thet
wodi
mensi
onsofmanagementmostof
tenci
tedast
hekey
stoi
ndi
vi
dualand
or
gani
zat
ional
successesar
etechni
calabi
l
ityandunder
standi
ngofpeopl
e.Ef
fect
ivecommuni
cat
ion
ski
l
lst
oli
sten,
speak,
andwr
it
ecompl
ementt
heset
wodi
mensi
ons.Ther
efor
eenhance
onesj
obsuccess,aper
sonl
ear
nthear
tofhumanr
elat
ionst
oef
fect
ivel
ycommuni
cat
e
her
/hi
sideas,
exper
iences,
thought
s,ski
l
lsandf
eel
i
ngs.
b)Per
sonal
Sat
isf
act
ion
Mast
eryonacer
tai
nar
eagoesbey
ondv
ocat
ionalsuccessorpr
omot
ion,i
.e.per
sonal
sat
isf
act
ion.Thuscommuni
cat
ion ski
l
lcan be a sour
ce ofper
sonalsat
isf
act
ion,
par
ti
cul
arl
yint
hear
easofar
tsuchaswr
it
ing,
pai
nti
ng,
etc.

C)Meet
ingSoci
alandEt
hical
obl
i
gat
ions
A per
son maybei
n conf
li
ctwi
th hi
m/her
sel
f,wi
th ot
herpeopl
e,and/
orwi
tht
he
communi
tyatl
arge.
Wi
tht
hehel
pofcommuni
cat
ionpeopl
econt
inueadj
ust
ingpr
ofi
tabl
ytot
hemsel
ves,t
o
ot
herpeopl
e,t
otheenv
ironmenti
nwhi
cht
heyl
i
veandwor
k.I
tisameansofwi
nni
ng
r
espectandconf
idencef
romot
herpeopl
eorf
rom t
hecommuni
tyatl
arge.
I
naddi
ti
on,
communi
cat
ionwi
l
lcont
ri
but
etoi
ndi
vi
dual
sint
hef
oll
owi
ngmanner
:
a)Hel
psi
nget
ti
ngadesi
redj
ob:
-
Get
ti
ngadesi
redj
obi
snotaneasyt
ask.I
trequi
resaper
sont
obeexcel
l
ent
,especi
all
y
i
nter
msofcommuni
cat
ionabi
l
iti
es.Communi
cat
ionabi
l
iti
escanbecl
assi
fi
edi
ntof
ive
cat
egor
iest
hati
sreadi
ng,wr
it
ing,speaki
ng,l
i
steni
ngandobser
ving.I
facandi
dat
eisa
goodr
eaderofnotonl
ytext
booksandr
efer
encebooksbutal
soofnewspaper
sandmagazi
nes,t
hiswoul
dhel
phi
m
dev
elopi
ng
conf
idencel
evelatt
het
imeofi
nter
view.Wr
it
ingski
l
lsar
enecessar
yforpr
epar
ingan
appr
opr
iat
eBi
odat
aandcov
eri
ngl
ett
er,sot
hatabet
teri
nit
iali
mpr
essi
oncoul
dbecr
eat
ed.

7
Nodoubt
,conv
ersat
ional
ski
l
lri
ghtatt
het
imeofi
nter
view i
sequal
l
ycount
abl
etowar
ds
successoft
hecandi
dat
e.Li
steni
ngabi
l
iti
esont
heot
hercoul
dpr
ovet
obef
rui
tf
ulespeci
all
y
whent
hei
nter
vieweri
smaki
ngacomment
oraski
ngaquest
ion.I
nshor
twecansayt
hatt
he
pr
esenceofabov
ement
ionedf
ivecommuni
cat
ionski
l
lscoul
dgi
veabet
terchanceofbei
ng
sel
ect
eddur
ingani
nter
view.
b)Hel
pinmai
ntai
ningsoci
alr
elat
ionshi
ps:
-
We as human bei
ngs l
i
vei
n a cobweb ofr
elat
ionshi
ps r
athersoci
alr
elat
ionshi
p.
Thesesoci
alr
elat
ionscompelust
oactsi
mul
taneousl
yint
hecapaci
tyoff
ather
,chi
l
d,
husband,uncl
e,nei
ghbor
,cousi
n,t
eacher
,andnephew andsoon.Al
ltheser
elat
ionshi
ps
especi
all
ynearone’
scoul
dbemai
ntai
nedpr
oper
lyi
fwecancommuni
cat
ewel
ltoal
lthese
r
elat
ions,t
hatwear
eher
etot
akecar
eof
them andourser
vicesar
eal
way
sther
etohel
p
t
hem i
ncaseofanyneeds.
c)Hel
psi
nget
ti
ngont
hej
obpr
omot
ion:
-
Per
hapsf
indi
ngaj
obwoul
dnotbeabi
gdeal
incaseofi
fthecandi
dat
eiswel
lconnect
ed
andbel
ongst
oawel
lof
ffami
l
y.Butpr
omot
ionont
hej
obr
equi
ressomeext
raski
l
lsont
he
par
toft
hecandi
dat
e.Amongstt
hoseski
l
ls,communi
cat
ionabi
l
iti
esr
ankont
het
op.I
fa
per
soncanspeakwel
l
dur
ingi
nter
act
iveandpr
esent
ati
onsessi
ons,
canr
epor
tspr
oper
ly,
he
wi
l
laut
omat
ical
l
ybei
ntheey
esoft
hemanagementandwhenev
erachancef
orpr
omot
ion
comes,
hewi
l
lbeont
het
opoft
hel
i
st.
d)Hel
psi
nsol
vi
ngot
her
’spr
obl
ems:
-
I
tiscommonl
yobser
vedt
hatar
oundust
her
ear
esomanypeopl
ewhom wel
i
ket
omeet
,
t
hei
rcompanyi
sasour
ceofenr
ichmentf
orus.Whenwear
ewi
tht
hem wef
eelsecur
ed.
Theonl
yreasonf
orsucht
ypesoff
eel
i
ngsi
sthatsucht
ypeofpeopl
ear
enotonl
ygood
l
i
stener
sbutt
heyal
soknowi
twel
lthatwhenev
ert
heywoul
dspeak,
itwoul
donl
ybef
ort
he
sakeofencour
agi
ng,not
discour
agi
ngot
her
s,onl
yforsol
vi
ngot
her
’spr
obl
emsandnotf
or
cr
eat
ingpr
obl
emsf
orot
her
s.Suchpeopl
ear
enodoubtexcel
l
entcommuni
cat
ors.
Asy
ouat
temptt
oful
fi
lly
our
sel
finbusi
nessandi
nthepr
ivat
easpectofy
ourl
i
fe,y
our
br
ainenabl
esy
out
oident
if
y,cl
assi
fy,r
elat
eandsol
vei
ssues.Buti
nrespondi
ngt
oyour
env
ironment
,yougener
atebot
hemot
ionsandi
deas.Youf
eelaswel
last
hink.Thr
ough
suchexper
iencesy
oucont
inueadj
ust
ingpr
ofi
tabl
ytoy
our
sel
ftoot
herpeopl
e,t
othe
env
ironmenti
nwhi
chy
ouand t
heyl
i
ve,cooper
ateandcompet
e.I
nbr
ief
,ef
fect
ive
communi
cat
ioni
sakeyt
osuccessi
nper
sonal
li
feandi
nbusi
nesscar
eer
.

8
Asast
udentoranempl
oyee,what
every
ouacademi
ccl
assi
fi
cat
ionorj
obt
it
lemaybe,
y
ou par
ti
cipat
eint
he coor
dinat
ion ofr
esour
ces and obj
ect
ives.I
n doi
ng so y
ou
par
ti
cipat
einmanagement
,thecont
inui
ngpr
ocessofachi
evi
ngor
deref
fi
cient
lyt
hrough
i
ntel
l
igentdeci
si
ons t
hatgov
ern anor
gani
zat
ion.Si
mul
taneousl
y,y
ou par
ti
cipat
ein
communi
cat
ion,t
he r
eci
procalpr
ocess of shar
ingi
nfor
mat
ion t
hrough sy
mbol
s,
pr
inci
pal
l
ywor
ds.Communi
cat
ioni
sessent
ialt
osoundmanagement
;yoursuccessasa
manager
- a per
son who i
sin char
ge of coor
dinat
ing t
he human and non-
humanr
esour
cesofanor
gani
zat
ion-gr
eat
lydependsupony
ourabi
l
ityt
ocommuni
cat
e
ef
fect
ivel
yCommuni
cat
ion i
s essent
ialt
o each of t
he f
ive basi
cfunct
ions of
management
.Inor
dert
opl
an,
organi
ze,
staf
f,di
rectandcont
rol
,manager
smustbeabl
e
t
ocommuni
cat
ewi
thot
herper
sons-andcommuni
cat
ewel
l
.Inf
ormat
ionf
rom ot
her
s
hel
psf
ormul
atepl
ans;i
nfor
mat
ionpr
ovi
ded t
o ot
her
sdef
inesj
ob assi
gnment
sand
hel
psor
gani
zewor
k;i
nfor
mat
iononst
andar
ds,
progr
essandper
sonal
fact
orsf
ulf
il
lst
he
di
rect
ingf
unct
ion;
whi
l
einf
ormat
ioni
nthef
orm ofwr
it
tenandor
alpr
ogr
essr
epor
tsi
sa
f
undament
alel
ementi
ncont
rol
l
ing.Communi
cat
ioni
sal
i
nki
ngpr
ocesst
hatenabl
es
eachoft
hebasi
cfunct
ionsofmanagementt
obecar
ri
ed.Ef
fect
ivecommuni
cat
ioni
s
t
her
efor
ethe“
li
febl
ood”ofev
eryor
gani
zat
ion.
Weal
readyhav
emadet
hecl
aimt
hatcommuni
cat
ioni
svi
talt
othev
eryexi
stenceofan
or
gani
zat
ion.Tounder
standt
hev
ali
dit
yoft
hatcl
aim,onemustunder
standt
her
ole
communi
cat
ionpl
aysi
nanor
gani
zat
ion’
sli
fe.

1.
5Rol
eofcommuni
cat
ioni
nanor
gani
zat
ion

Wor
kdonei
ntheor
gani
zat
ion,t
hequant
it
yoft
hewor
kdone,t
heper
sonnelr
elat
ed
cost
sinv
olv
ed i
nget
ti
ng t
hewor
kdone(
such ast
urnov
erorabsent
eei
sm among
empl
oyees)
,andt
henoper
sonnel
rel
atedcost
sofget
ti
ngwor
kdone(
suchaswast
ed
mat
eri
als,scr
ap,and so on)
.The benef
itofcommuni
cat
ion as l
i
fe bl
ood oft
he
or
gani
zat
ionseenf
rom bot
hinsi
deandout
sideoft
heor
gani
zat
ion.How weconsi
der
communi
cat
ionasl
i
febl
oodoft
heor
gani
zat
ion?
Communi
cat
ioni
nsi
deanOr
gani
zat
ion:
Di
ff
erentempl
oyeesandof
fi
cial
sinanor
gani
zat
ionneedt
ocommuni
cat
etoeachot
her
.

9
Thi
sint
ernal
communi
cat
ionwi
thi
tsi
mpor
tancei
sshowni
nthef
oll
owi
ngway
:
1.Set
ti
nggoal
sandObj
ect
ives:
-
Most
ly,
theor
gani
zat
ionshav
eav
ari
etyoff
ormal
andi
nfor
mal
obj
ect
ivest
oaccompl
i
sh.
These obj
ect
ives may be f
inanci
alr
esul
ts,pr
oduct qual
i
ty,mar
ket domi
nance,
empl
oyees’
sat
isf
act
ion,
orser
vicet
ocust
omer
s.Sot
hecommuni
cat
ionenabl
esal
lthe
per
sonsi
nanor
gani
zat
iont
owor
ktowar
dsacommonpur
pose.
2.Maki
ngandI
mpl
ement
ingdeci
sion:
-
I
n or
dert
o achi
evet
he obj
ect
ive,peopl
ein a busi
nessor
gani
zat
ion col
l
ectf
act
s
andev
aluat
eal
ter
nat
ives,
andt
heydosobyr
eadi
ng,
aski
ngquest
ions,
tal
ki
ngorbypl
ain
t
hinki
ng.Theset
hought
sar
eputi
ntoawr
it
tenf
orm.Onceadeci
sionhasbeenmade,i
t
hast
obei
mpl
ement
edwhi
chr
equi
rescommuni
cat
ion
3.
Appr
aisal
:
-
Hav
ing i
mpl
ement
ed t
he deci
sion,managementneeds t
o det
ermi
ne whet
hert
he
desi
redout
comei
sbei
ngachi
eved.St
ati
sti
csonsuchf
act
orsascost
,sal
es,mar
ket
shar
e,pr
oduct
ivi
tyandi
nvent
oryl
evel
sar
ecompi
l
ed.Thi
sisdonet
hroughcomput
ers,
manual
paper
s,memosorr
epor
ts.
4.Manuf
act
uri
ngt
hepr
oduct
s:-
Get
ti
ngani
deaf
oranew pr
oductoutofsomeone’
shead,pushi
ngi
tthr
ought
he
pr
oduct
ionpr
ocess and f
inal
l
y get
ti
ng t
he pr
oduct al
so r
equi
re communi
cat
ion.
Desi
gni
ngt
hepl
anr
egar
ding
pr
oduct
,int
roduci
ngt
hewor
ker
s,pur
chasi
ngr
aw mat
eri
al,mar
ket
inganddi
str
ibut
ing
t
hepr
oductal
l
requi
reef
fect
ivecommuni
cat
ion.
5.I
nter
act
ionbet
weenempl
oyer&empl
oyee:
-
Empl
oyees ar
einf
ormed about pol
i
cies and deci
sions of empl
oyer
sthr
ough
ci
rcul
ars,
repor
ts,not
iceset
c.Empl
oyer
sal
sogeti
ntouchwi
thempl
oyeest
hrough
appl
i
cat
ion,
compl
aintet
c.
So,
communi
cat
ionpl
aysav
ital
rol
eint
hei
nter
act
ionofempl
oyerandempl
oyee.
Ext
ernalCommuni
cat
ion:
1.Hi
ri
ngt
heempl
oyees:
-
I
facompanywant
stohi
resomeone,i
tadv
ert
isest
hev
acancy
,recei
vesappl
i
cat
ions,
cal
l
sthe candi
dat
es,t
akes t
he i
nter
view and t
hen of
fer
sjob t
othe successf
ul
10
candi
dat
es.Thewhol
epr
ocessr
equi
rescommuni
cat
ion.
2.Deal
ingwi
thcust
omer
s:-
Sal
esl
ett
ersandbr
ochur
es,
adv
ert
isement
s,per
sonalsal
escal
l
s,andf
ormalpr
oposal
s
ar
eal
lusedt
ost
imul
atet
hecust
omer
’si
nter
est
.Communi
cat
ional
sopl
aysapar
tin
suchcust
omerr
elat
edf
unct
ionsascr
edi
tchecki
ng,
bil
l
ing,
andhandl
i
ngcompl
aint
sand
quest
ions.
3.Negot
iat
ingwi
thsuppl
ier
sandf
inanci
ers:
-
Toobt
ainnecessar
ysuppl
i
esandser
vices,compani
esdev
elopwr
it
tenspeci
fi
cat
ion
t
hat
out
li
nest
hei
rrequi
rement
.Si
mil
arl
y,t
oar
rangef
inance,t
heynegot
iat
ewi
thl
ender
s
andf
il
loutl
oanappl
i
cat
ions.
4.I
nfor
mingt
hei
nvest
ors:
-
Bal
ance sheet
,income st
atement
,and r
ati
o anal
ysi
s ar
e used t
oinf
orm t
he
i
nvest
orsr
egar
dingper
for
manceofbusi
ness.
5.I
nter
act
ingwi
thGov
ernment
.-
Gov
ernmentagenci
es make cer
tai
nrul
es t
oregul
atet
he economy
.These r
ules
ar
ecommuni
cat
edt
oor
gani
zat
ionst
hroughv
ari
ouspaper
s.Theseor
gani
zat
ionst
ryt
o
f
ulf
il
l,
theser
equi
rementl
i
kef
il
li
ngt
axat
ionf
orm andot
herdocument
s.
Nat
ural
l
y,or
gani
zat
ionswantt
oimpr
ovepr
oduct
ivi
tybymaxi
mizi
ngt
hequal
i
tyand
quant
it
yofwor
kcompl
etedand mi
nimi
zi
ng t
heper
sonneland no per
sonnelcost
s
i
nvol
vedi
nwor
kper
for
mance.
Justt
othel
efti
sthepr
imar
yfact
ort
hatdet
ermi
nespr
oduct
ivi
tyi
nor
gani
zat
ionst
he
empl
oyee’
sjobper
for
mance.Whatempl
oyeesdoi
nthewor
kpl
acedet
ermi
neshow
muchwor
kget
sdoneandhowwel
liti
sdone,
howcost
lyt
hei
rownbehav
ior
sar
eandt
o
al
argeex
tent
,howmuchi
sspentonmat
eri
alsandequi
pment
.
Att
he f
arl
eftar
ethe f
ourmaj
orf
act
orst
hatul
ti
mat
ely shape an empl
oyee’
s
per
for
mance.
1.Theempl
oyee’
smot
ivat
iont
odot
hej
ob.
2.Thedi
rect
ionst
heempl
oyeer
ecei
vesconcer
ningwhatt
odoandhowt
odoi
t.
3.Theabi
l
ityoft
heempl
oyeet
odot
hej
ob.
4.Ther
esour
ceswi
thwhi
cht
heempl
oyeei
spr
ovi
dedt
odot
hej
ob.
Whatmustoccurt
hen,i
sthet
ransl
ati
onoft
hesef
ourf
act
orsi
nto empl
oyeej
ob
11
per
for
mance.Thekey
element
str
ansl
ati
ngmot
ivat
ion,di
rect
ion,abi
l
ityandr
esour
ces
i
ntoj
obper
for
mancear
eint
hemi
ddl
eoft
hef
igur
e:per
cept
ionsandat
ti
tudes.I
nshor
t
whatempl
oyees do atwor
kid det
ermi
ned l
argel
yby
how t
heyper
cei
vet
he wor
k
env
ironmentandhowt
heyf
eel
aboutwor
k.
Of
tenempl
oyeesmi
sunder
standi
nst
ruct
ionsgi
vent
othem,ander
ror
sint
hei
rjob
per
for
mance ar
ethepr
edi
ctabl
eresul
t.Justas of
ten,t
he or
gani
zat
ion f
ail
sto
communi
cat
eexpect
ati
onscl
ear
lyt
oempl
oyees.Thoseempl
oyeesi
ntur
nper
for
m as
t
heyt
hinkt
heor
gani
zat
ionwant
sthem t
orel
yi
ngont
hei
rper
cept
ions(
orj
ustpl
ainl
uck)
t
ogui
det
hei
ref
for
ts.Fi
nal
l
y,empl
oyeeshav
eat
ti
tudest
owar
dal
l
element
soft
hei
rwor
k
l
i
ves t
hei
rjobs,t
hei
rwor
king condi
ti
ons,t
hei
rsuper
visor
sthei
rcowor
ker
s,t
hei
r
pr
omot
ionaloppor
tuni
ti
est
hei
rpayandbenef
it
s,andsoon.Thoseat
ti
tudesi
nfl
uence
t
hei
rwi
l
li
ngnesst
owor
kef
fect
ivel
yandt
hei
rcommi
tmentt
otheor
gani
zat
ion’
sgoal
s
andobj
ect
ives.For
exampl
e,empl
oyeeswhof
eelt
heyar
enotbei
ngpai
dacompet
it
ive
wagemaynotwor
kver
yhar
d andempl
oyeeswho act
ivel
ydi
sli
ket
hei
rimmedi
ate
super
visor
s mayev
en do t
hings dest
ruct
ivet
othecompany
,such as sabot
agi
ng
equi
pmentorst
eal
i
ngsuppl
i
es.Empl
oyees’j
obper
for
mancest
her
efor
est
em di
rect
ly
f
rom t
hei
rat
ti
tudesandper
cept
ions.
Wher
edot
hoseat
ti
tudesandper
cept
ionscomef
rom?Communi
cat
ion,i
nthef
orm of
t
het
hings
empl
oyees hearf
rom management
,super
visor
s and t
hei
rcowor
ker
s,t
he t
hings
empl
oyeeshearabout
thei
ror
gani
zat
ionf
rom out
sidesour
ces,t
hewr
it
tenandor
al
gui
del
i
neswi
thwhi
chempl
oyeesar
epr
ovi
ded;t
hei
nst
ruct
ionst
hatempl
oyeesr
ecei
ve.
Al
lthi
sandmor
ecompr
isest
hecommuni
cat
ioni
nwhi
chempl
oyeespar
ti
cipat
eev
ery
day
.Byshapi
ngempl
oyee’
sat
ti
tudesandper
cept
ionscommuni
cat
ionser
vest
oconv
ert
ext
ernalcommuni
cat
ionf
rom t
hewor
kenv
ironmenti
ntoi
nter
nal
thought
sandf
eel
i
ngs
t
hati
ntur
n,cont
rol
,empl
oyee’
sbehav
ior
s.

12