1.  What is Communication ?
 Communication is an exchange of facts , ideas,
opinions ,or emotions by two or more persons.
 Communication transmits information not only
about tangible facts and determinable ideas and
opinions but also about emotions.
 Here facial expressions are an important part
of communication.
 Feedback is an essential aspect of communication.

2.  It involves the communication of ideas.
 The idea should be accurately replicated in the
receiver’s mind .
 The transmitter is assured of the accurate
replication of the ideas by feedback .
 It is suggested that communication is a two way
process including transmission of feedback.

3. The communication situation is said to exist
when
 There is a person(sender) desirous of passing
on some information.
 There is another person (receiver) to whom the
information is to be passed on.
 The receiver partly or wholly understand the
message passed on to him;
 The receiver responds to the message , i.e.,
there is some kind of feedback.

4.  The transmission of the sender’s ideas to
the receiver and the receiver’s feedback or
reaction to the sender constitute the
communication cycle .
2. Input : the message or ideas the sender
wants to give
3. Channel : letter , fax , phone , electronic
mail , etc.
4. Message: the actual message that is sent

5. 4. Output : the information the receiver gets
2. Feedback : the receiver’s response to the
message
3. Brain drain : the possibility of understanding
at any cost
The breakdown may be due to one or more of
the following:
e. Improper formulation of the message in the
mind of the sender,
f. Improper statement of the information in
the message,
g. Improper statement of the message by the
receiver.

6.  Internal communication : it is the
communication within the organisation.
It is important because it promotes
understanding and cooperation among members.
 External communication : it includes
communication with the government agencies
and departments on the one hand and
distributors ,retailers ,individual customers and
general public on the other .

7.  For communication to be effective ,the
communicator has to be very careful and
judicious in the choice of media, which will
depend on various factors like urgency of the
message ,the time available ,expenditure
involved and the intellectual and emotional level
of the receivers.
 All the media available can be broadly classified
into five groups:
(iii)Written communication.
(iv)Oral communication.
(v)Audio-visual communication.
(vi)Computer-based communication.sss

8. 1. Written communication includes
Letters , circulars , memos , telegrams ,
reports ,minutes , forms and questionnaires
, manuals , etc.
2. Oral communication includes face to face
communication ,conversation over the
telephone , radio broadcast ,interviews ,
group discussions , meetings
,conferences ,seminars and speeches.
3. Visual communication encompasses gestures
and facial expressions , tables and charts ,
graphs , diagrams , posters ,slides ,film
strips ,etc .

9.  Audio-visual communication includes
television and cinema films that combine the
visual impact with narration .
Written communication: merits
 It is accurate and precise .
 It can be repeatedly referred to .
 It is a permanent record .
 It is a legal document .
 It facilitates the assignation of
responsibility .
 It has a wide access.

10.  It is time consuming: a letter may take two or
even three to four days to reach its destination
, where as in oral communication message is
instantly transmitted .
 It is costly

11.  Oral communication is not possible if the
communicator and the receiver are far removed
from each other and no mechanical devices are
available to connect them.
 Lengthy messages are not suitable for oral
transmission
 Oral messages cannot be retained for long time
 Oral messages do not have any legal validity
unless they are taped and made a part of
permanent record .
 Although oral communication offer greater
opportunity for clarification ,there are also
inherent in them greater chances of
misunderstanding.

12.  Clear pronunciation.
 Brevity .
 Precision.
 Conviction.
 Logical sequence.
 Appropriate word choice
 Avoiding hackneyed phrases and clichés.
 Natural voice
 Finding the right register.

13. Facial expressions and gestures help to
communicate better.
 It reinforced with the help of tone ,pitch
and intensity of the speaker ‘s voice .
 The message being communicated gets
assistance of facial expressions and
gestures.
Particularly suitable for discussion.
 There is a immediate feedback from the
total personality of the listener .
 It provides the speaker with a much better
opportunity for adjustment.

14.  Difficult to practice in a large –sized
organisations
 Not effective in large gathering
 Ineffective if the listener is not attentive

15.  Visual communication alone is not enough .it can
be effective only in combination with other
media.
 It can be used to transmit very elementary and
simple ideas ,orders ,warnings.
 As we can easily interpolate the message given
by a poster including two pieces of bone put in
a cross- wise fashion and a skull placed in
between.

16.  It is a combination of sight and sound.
 Make use of written record also.
 It facilitate interpretations and ensure that
message is driven home.
 Information transmitted through audio-
visual retained much longer than any other
means.
 It is found most suitable for mass
publicity ,mass propaganda and mass
education.

17.  Within the organisation ,the workers can be
educated by suitable demonstrations on the
close-circuit televisions screen.
 It is necessary to make the films and slides
attractive and interesting.
 The narration should be clear ,precise ,lucid
and easily understandable.
 It is also advisable to keep the films short
and to screen them at an appropriate time.

18.  Advantages of computer technology
 The quickest means of communication
 Space no longer a barrier to communication
 Video conferencing can replace personal
meetings
 Better means of keeping permanent record of
valuable and bulky data
 World –wide web as a publishing platform.

19.  Uncertain legal validity
 Fear of undesirable leakage
 The virus malady

20. Communication is a necessary condition of
human existence and social organization.
• It involves a systematic and continuous process
of telling, listening and understanding.
• It is a necessary part of the process of change.
• It is of vital importance to an organization both
internally and externally.

21. Growing size of organizations, trade unions,
human relations within the organization.
Contact with public, technological advancement,
and researches in behavioral sciences, are the
main factors in the growing importance of
communication.
On the basis of above , we have-
 Purpose of Internal Communication.
 Purpose of External Communication.

22.  Establishing and dissemination of the goals of an enterprise.
 Developing plans for their achievement.
 Organizing human and other resources in the most effective and
efficient way.
 Selecting, developing and appraising members of the
organization.
 Leading, directing, motivating and creating a climate in which
people want to contribute their best
 Controlling performance.

23. Externally, communication relates an enterprise
to the environment outside.
It is through information exchange only
,managers become aware of-
 the needs of customers
 The availability of suppliers.
 The claims of stock –holders
 The regulation of governments
 And the concerns of a community

24.  It cannot be forgotten that the customer , who
is the most important entity for all business,
exist outside a company.
 It is through the communication system that
the needs of the customers are identified.
 Through the knowledge of customers needs,
enables the company to provide products and
services profitably.
So it is through effective communication only, that
the organization becomes aware of competition and
other potential threats and constraining factors.
After all, no enterprise can thrive in a vacuum.

25. 7C’s of written communication
 Clarity
 Completeness
 Conciseness
 Consideration
 Courtesy
 Correctness
 concreteness

26. Conciseness
Include only relevant fact.
 Avoid repetition
 Proper organization of message.
Clarity of thoughts.
The communicator must be clear about three
points.
6. What is the objective of communication?
7. What is to be communicated?
8. Which medium will prove to be the most
suitable for this purpose?

27. Completeness
Checking for ‘5w’questions –who, what, where, when
and why.
Consideration
To make your communication more effective ,you
must avoid I’s and We’s and have as many you’s
as possible.
Courtesy
You are supposed to make your message courteous.
Do not use any irritating /offensive expressions.
Apologize sincerely for any omissions.
Thank profusely for any favours.

28. Correctness
 Giving correct facts.
 At an appropriate time.
 In a suitable style.
Concreteness
Use concrete expressions.
Concrete expressions create visual
images that are easy to register.
Instead of vague ,generalised
statements,give definite facts.

29.  Anything that obstructs free flow of
communication is called ‘noise’. or ‘barrier’ to
communication.

30. FRAMES OF FILTERING
REFERENCE
STRUCTURE INFORMATION
OVERLOAD
SEMANTICS STATUS
DIFFERENCES

31. LEARNING CULTURE EXPERIENCES
IF PARTICIPANTS HAVE A IF FRAMES OF REFERENCE ARE
COMMON FRAME DIFFERENT
OF COMMUNICATION
REFERENCE MAY BE
EFFECTIVE DISTORTED
COMMUNICATION

32.  CAN BE INTENTIONAL OR
UNINTENTIONAL
 ADMINISTRATORS WITHHOLD NEGATIVE
INFORMATION
 ERRORS IN ENCODING AND DECODING
 DUE TO DIFFERENT FRAMES OF
REFERENCE
 Employees manipulate information in order to
avoid the appearance of having a problem

33.  Many levels of authority messages often
modified, shortened, amended and
misinterpreted.
 Few levels between top and bottom tends to
ignore the formal hierarchy problem:
Superintendent may suffer from information
overload.

34. Uncertainty due to external Turbulence:
 Increased specialization
 Learning disabilities
 Emotionally disturbed
Information Overload:
 Advances in communication technology
 Computers
 The internet
 More information
Administrators select parts of information in
order to make decisions, which result in bad
decisions.

35.  Different words have different meaning to
different people.
 Sender cannot transmit understanding or
meaning.
 Concrete words have little difference from
sender to receiver.
 Abstract words may cause decoding problems

36. Created by:
•Those with higher status have
• Titles
•Office Size more communication demands on
•Furnishings them
•Carpet styles
•Necessitates limiting
•Stationary
•Private Secretary communication to those who have
•Reserved Parking direct influence
•salary

37. REPETITION EMPATHY
UNDERSTANDING FEEDBACK
LISTENING

38.  Send the same message over and over.
 Use multiple channels: Telephone, letter, memo,
face to face.
 Using this method reduses chance of
communication error.
 Example: Follow up face to face with a letter or
memo.
 Letter or memo also serves as reminder or
documentation if needed.
 Multiple channels express to the receiver the
importance of the message.

39.  A technique to understand the receivers frame
of reference.
 Sender should put themselves in the receivers
shoes, when composing the message.
 The greater the gap in learning, culture and
experiences, the greater the effort must be.

40.  Communication is only effective to the extent
that the sender and receiver both have a high
degree of understanding.
 Administrators must encode messages in words
and symbols that are understandable to the
receiver.
 Some research has shown that much of the
communication sent to employees is beyond the
level of their reading abilites.

41.  Feedback is must to ensure that messages have
been understood and received and helps the
sender and receiver obtain mutual
understanding.
 Studies show that schools that use downward
communication need effective upward
communication to have effective
communication.

42. Two way communication takes more time but
provides more satisfaction and is recommended in
all but the simplest and routine transmissions of
information.
TO SOLICIT FEED BACK TRY THESE QUESTIONS:
•How do you feel about my statement?
•What do you think?
•What did you hear me say?
•Do you see any problems with what we have talked
about?

43.  Downward
 Upward
 Horizontal or lateral
 Diagonal or crosswise

44.  Any organization has an inbuilt hierarchical
system, and in that, in the first instances,
communication invariably flows downwards.
 Written: e.g. memoranda ,letters, handbooks,
pamphlets, policy statements.
 Oral: e.g. speeches, meetings, telephones etc.

45. Downward Communication
•Used by most large schools that are hierarchical in
nature.
• Flows from Superintendent to Assistant
Superintendent to principal to Assistant Principals
to Faculty to students.
• Necessary to clarify district’s goals, provide a
sense of mission, assist in indoctrinating new
employees. Inform employees about educational
changes that impact the district and to provide
subordinates with data regarding their
performance.

46.  Subordinates select and prioritize messages in
accordance with their perception of their Boss’s
character, personality, and motivation.
 Sender does not devote enough time to learn
whether messages have been received and
understood.
 Those at the Top may shut off this channel at
certain times and on certain subjects or withhold
information on a need to know basis.
 Downward communication tends to be dominate in
mechanistic organizations, as opposed to organic
systems which are more open and unidirectional in
flows of information.

47.  Adopt training sessions for administrators to
help them learn better ways to communicate.
 Get out of the office and walk around talk to
employees on the firing line.
 Conduct regular supervisory subordinate
discussion sessions, which will help identify,
analyze ,and solve problems in collaboration
with subordinates.

48. SUPERINTENDENTS
ASSISTANT SUPERINTENDENTS
PRINCIPALS
ASSISTANT PRINCIPALS
FACULTY

49.  The main functions of upward communication
is to supply information to the upper levels
about what is happening at the lower levels.
For example: suggestion systems, appeal and
example
grievance procedures, complaint system ,
counseling sessions , joint setting of
objectives , the grapevine, group meetings. etc

50.  Provides feedback to Administrators from
Downward Communication.
 Helps monitor decision making effectiveness.
 Helps gauge organizational climate.
 Deals with problem areas quickly .
 Provides needed information to Administrators.

51.  Subject to filtering and distortion because
subordinates do not want superiors to gain
information that could be damaging to the
subordinates.
 Highly cohesive groups tend to withhold
information that might be damaging to the group
as a whole.
 Lower level subordinates show less openness to
upward communication than those who are at
higher levels in the organization.

52.  Subject to filtering and distortion because
subordinates do not want superiors to gain
information that could be damaging to the
subordinates.
 Highly cohesive groups tend to withhold
information that might be damaging to the group
as a whole.
 Lower level subordinate show less openness to
upward communication than those who are at
higher levels in the organization.

53. Employee Meetings Open Door Policy
Employee Letters Social Groups

54.  Meetings to probe job problems,and needs.
 Determine what administrative practices help
or hinder subordinate job performance.
 Provide feedback to administrators and
encourage subordinates to offer ideas.
 Help subordinates feel self worth and
importance.
 Studies show these meetings reduce turnover
and improve subordinates attitudes

55.  Encourages subordinates to walk in and talk to
administrators many levels up.
 They are encouraged to talk with immidiate
supervisors first to eliminate resentment among
administrators who are bypassed.
 Some barriers exist such as subordinates who
do not want to be identified as having a
problem.

56.  Subordinates can submit letters to
administrators or suggestions.
 All letters are anonymous.
 All submissions must be answered without delay.
 Replies can be delivered to the appropriate lower
level administrator in cases where the
communicator is anonymous.

57.  Act as unplanned upward commnication .
 Examples are.
 Parties, Picnics, golf outings, cookouts, retreats,
and other employer sponsored events.
 Main barrier can sometimes be a lack of
attendance

58. ASSISTANT ASSISTANT
PRINCIPAL PRINCIPAL
FACULTY FACULTY
MEMBER MEMBER
OFTEN FACILLITATE ACHIEVED FURNISHES
OVERLOOKED COORDINATI THROUGH CROSS- EMOTIONAL
AS ON FUNCTIONAL SUPPORT
UNIMPORTANT BETWEEN COMMITTEES AMONGPEERS
UNITS

60.  When communication takes place between two
or more persons who are subordinates
working under the same person, or those who
are working under the same person.
 e.g. this variety of communication mostly
takes place during committee meetings or
conferences,

61.  Includes the horizontal flow of information.
 It is also among persons at different levels
 who have no direct reporting relationships
 Oral e.g. Informal meetings, lunch hours meeting
 Written e.g. Magazines, Journals, Company
newspapers
 This Kind of communication is used to speed
information flow to improve understanding.

62.  Used when employees feel the organizational
forms of communication have failed.
 Exists in all organizations.
 Nearly five out of six messages are carried this
way rather than formal methods of
communication.
 This form of communication is very rapid.
 It has both positive and negative features.
 Positive features include.

63.  Keeps subordinates informed about important
organizational matters.
 Gives administrators insight about subordinates
attitudes.
 Provides subordinates a relief valve to vent
emotions.
 Provides a test of subordinates feelings about a
new procedure or Policy without making formal
commitments.
 Helps build moral by passing positive comments
regarding the organisation.
 Rumor is the one item that gives the grapevine
its bad reputation.

64.  Communication is an important skill because we
spend over 70% of their time communicating.
 The process involves six steps: Ideating,
Encoding, Transmitting, Receiving, Decoding, and
Acting. Non-verbal communication involves
encoding and decoding body language.
 Vocal cues, use of time, and spatial relationships
help us to understand vocal messages.

65.  Communication organizations flow in four directions:
Downward, Upward, Horizontal and Diagonal.
 The major informal information flow is called the
Grapevine.
 The Grapevine carries both accurate information and
rumors.
 The barriers to effective communication include :
Differing frames of reference, structure, information
overload, semantics, and status differences.
 Techniques for overcoming barriers to communication
include: Repetition, empathy, understanding, feedback,
and listening.

66. Thanks