Communication is a process of exchanging ideas, opinions, feelings and information from one person

to another. The word “communication” comes from the Latin word “communicare”, which
means “ to share”, i.e., to share information, ideas, and knowledge between a sender and a receiver.

Features of Effective Communication

There are certain features which are essential for effective or productive communication. Among other
factors, feedback (response) plays a major role in effective communication. It helps to ensure that the
message is communicated properly and is understood by the receiver.
1. The most important features of effective communication is clarity and integrity of the message to be
conveyed.
2. The communicator must know the main purpose and objective of the message he/she wants to
achieve.
3. The language chosen should be known to both the parties.
4. An appropriate medium should be chosen to convey the message properly.
5. There should be appropriate feedback to the message.

The following are some important guidelines, which will help in inculcating effective communicative
skills.
1. Before sending a message, one should analyze and simplify the content of the message.
2. One should ensure an appropriate atmosphere for delivering the message.
3. While communicating, one should be very careful about the content as well as paralinguistic
features such as tone, pitch and voice.
4. One should emphasize verbal communication with the help of appropriate gestures and postures.

COMMUNICATION PROCESS
Elements of Communication
Communication is an entire process. It also has its elements which are listed below with explanations:
1. Senders: Sender means a person who initiates the communication and conveys its ideas to the receiver. It
is the source of the process.

2. Message: The content, ideas, emotions, suggestions, order all fall under this element of communication.

3. Encoding: The method to convert the message into communication syllables like picture, word, gestures,
etc.

4. Communication Channel: The trail along which the encoded message is transmitted to the receiver. The
channel could be written, face-to-face, calls or any suitable manner. There are multiple communication
channels available to us today. These include face-to-face conversations, telephone calls, text messages,
email, the Internet (including social media such as Facebook and Twitter), radio and TV, written letters,
brochures and reports. Choosing an appropriate communication channel is vital for effective
communication. Each communication channel has different strengths and weaknesses. For example.
Informing about the election dates it is any day convenient to broadcast it over the television. On the
other hand, conveying complex, technical information is easier via a printed document than a spoken
message. The recipients are able to assimilate the information at their own pace and revisit anything that they
do not fully understand.

5. Decoding: The opposite of the encoding process, the conversion of the encoded syllables is done by the
receiver.

6. Receiver: The last person in the chain who finally receives the message from the sender and takes an
action as per requirement.

7. Feedback: It cumulatively involves all the actions of the receiver indicating that he received and
understood the message by senders.

8. Noise: The obstruction or hindrance in the entire process in the communication. This hindrance might be
caused by the sender, receiver or the message.

MODES OF COMMUNICATION

There are different modes of communication such as

1. Formal and Informal Communication
2. Oral and Written Communication
3. Internal and External Communication
4. Verbal and Non-verbal Communication

Formal and Informal Communication

 Relationship with person defines the formality or informality of the communication.
 On first meeting the communication is formal- the words used, tone and the way we address them
are all formal.
 In an organization, discussion of business strategies is done in formal communication style. But
sharing with colleagues impressions of the latest film can be informal. Both modes of
communication are important but choice between formal and informal communication should be
made on basis of relationship, purpose and occasion.
 When in confusion to choose a particular mode of communication, formal communication should
be preferred. Formal communication does not offend the opponent.
  Written communication is not always formal communication. With familiarity informality creeps
in – one needs to be very alert in formal communication and can afford to be carefree in informal/
casual communication.
 Informal communication within a set-up is called grapevine- refers to rumour. Grapevine can both
be useful and harmful for the growth of the organization as well as individual.

Oral and Written Communication

Some forms of Oral and Written Communication

Oral forms Written forms

Face to face conversations Memos
Telephonic conversations Letters
Meetings Emails
Seminars Faxes
Conferences Notices
Dictation Circulars
Presentations Newsletters
Group Discussions Reports
Interviews (Employment and Press) Proposals
Video-conferences Research papers
Bulletins
Brochures
Manuals and In-house journals
Advantages of Written Communication

Written mode of communication has several advantages over the oral mode.
 Written communication is convenient for lengthy messages, loads of information etc.
 Receiver gets ample time to respond to written communication.
 Written communication can also be supplemented with visual aids.

Disadvantages of Written Communication

 It takes longer to draft

 Takes long time to receive reply
 It cannot be supplemented with non- verbal gestures and postures.

Internal and External Communication In organization ( business)

Internal Communication

 Communication within the organization is called internal communication, and it is usually formal.
The interactions within the organization take place through preset formats.
 Internal Communication helps in achieving organizations‟ goals by informing the members of the
general and specific objectives of the organization.
 Internal communication helps to circulate the information to various departments and employees
within the organization.

External Communication

 External Communication is needed to expand boundaries of business.

 All official, technical, or professional communication with people outside the organization
 is known as External Communication.
 It includes interaction with shareholders, regulators, vendors, service companies, customers and
general public.

Verbal and Non- verbal Communication

Verbal Communication Includes both Oral and Written Communication.

Non- verbal communication refers to all communication that occurs without the use of words, spoken or
written. Such as Body Language- Personal Appearance, Gestures, Postures, Facial Expressions, Eye
contact, Kinesics, Proxemics, and Chronemics.

Communication can be both verbal and non-verbal. Verbal communication deals with words, sentences or
spoken expressions, non-verbal language constitutes body movements, gestures and facial expressions. In fact,
extensive research has proved that only 7 per cent of our communication takes place through words. About 38
per cent of the message is conveyed through tone, voice, inflection and so on and non-verbal physical
behaviour accounts for around 55 per cent of our communication.
 1. Non-verbal communication is concerned with body movements (kinesics); Space (Proxemics)
and Vocal (Paralinguistic) features.
2. It includes all unwritten and unspoken messages, both intentional and intentional.
3. Non-verbal cues, however speak louder than words as even though speech can be made up.
4. Bodily expressions can rarely be masked well enough to hide one‟s true feelings and emotions.
5. The non-verbal part of any communication is not as deliberate and conscious as the verbal part. It
is often involuntary.

KINESICS:
 Kinesics is the study of the body‟s physical movements.
 Body communicates without words through the various movements of its parts.
 In face-to-face communication, the message is conveyed on two levels simultaneously. One is
verbal and the other is non-verbal.
 Nodding your head, blinking your eyes, shrugging shoulders, waving hands and giving handshake
are kinesics which enhances the impact of your verbal communication.

Personal Appearance

 It plays an important role as people see before they hear.

 Appearance includes clothes, hair, accessories, and cosmetics and so on.
 Today the purpose of clothing has altered from a basic need to expressing oneself.
 Appearance communicates how we feel about ourselves and how we want to be viewed.

Posture

 Posture generally refers to the way we hold ourselves when we stand, sit, or walk.
 Pacing, bobbing the shoulders, fidgeting with notes, jingling coins, moving constantly or staying
glued to the ground are a few postures when we are nervous.
 When we encounter an unfamiliar situation, we become more conscious of our posture.
 The way one sits reveals a lot:

Slumped posture - low spirit

Erect posture - high spirits, energy, and confidence Lean
forward - open, honest, and interested
Lean backward - defensive or disinterested Crossed arms
Crossed arms - defensive and not ready to listen
Uncrossed arms - willingness to listen.
Gestures

 Gesture is the movement made by hands, head or face.

 Skilful and appropriate gestures can add to the impact of verbal communication.
 A well timed gesture not only drives a point home but also enhances the value of what is being said.
 Similarly, an awkward gesture (like playing with a key chain or button) can mar the effectiveness
of the message.
 Gestures should be quite natural and spontaneous.
 One should be aware of and avoid irritating gestures such as playing with a ring, twisting a
key chain, clasping hands tightly or cracking knuckles.
Facial Expressions:

 The face is the most expressive part of our body.

 Facial expressions are subtle. They can be used in a variety of ways to aid, inhibit or complement
communication.
 Facial expressions may show anxiety, recognition, hesitation and pleasure in quick succession.
 A smile stands for friendliness, a frown for discontent, raised eyebrows for disbelief, tightened jaw
muscles for antagonism, etc.,
 The six basic facial expressions are Happiness, Disgust, Anger, Surprise, Fear and Sadness.

Eye-Contact

 Eyes are considered to be the window of the soul.

 Eyes of a speaker can convey the truthfulness of his/her words, intelligence, attitudes and feelings.
 In the professional world one should make personal and pleasant eye contact with the listeners.
 Eye contact shows one‟s intensity and elicits a feeling of trust.
 The eyes should convey the message, I‟m pleased to talk to you, and do you believe in what I‟m
saying?

PROXEMICS

 Proxemics is the study of physical space in interpersonal relations.

 Space is related to behavioral norms.
 The way people use space says a lot about them.

Edward T.Hall divides space into four distinct zones.

Intimate

 This zone starts with personal touch and extends just to 18 inches (one and a half feet). Members of
the family, lovers, spouses, relatives and parents fall under this zone.
 One can whisper or make unintelligible sounds but still be able communicate.
 A hand shake, a pat on the back or a hug all come into this zone.

Personal

 This zone stretches from 18 inches to 4 feet.

 Close friends, colleagues, peers etc. fall in this zone.
 Instead of whispering sounds, there can be normal conversations.
 It permits spontaneous and unplanned communication.
 Sitting or standing so close brings one closer to the listener and gives the impression of friendliness
and warmth.

Social

 Social events take place in the radius of 4 feet to 12 feet.

 In this zone, relationships are more formal and official.
 These situations involve less emotion and more planning.
Public

 This zone starts from 12 feet and may extend to 25 feet to the range of eyesight and hearing.
 Events that take place in this zone are formal.
 Here the audience views what is happening as an impartial observer.
 The degree of detachment is very high.
 The audience is free to do whatever it feels like.
 Here the speaker has to raise voice to communicate to others or use a microphone.

CHRONEMICS

 Chronemics is the study of how human beings communicate through their use of time.
 In the professional world, time is a valuable resource. When we are late for an appointment people
react negatively. If we arrive early we are considered either over- eager, or aggressive. So we
should always be on time.
 By valuing someone else’s time, we should communicate subtly and explicitly.