This document discusses communication and decision making. It defines communication and describes different forms of communication including intrapersonal, interpersonal, group, and mass communication. It also discusses verbal and non-verbal communication, with non-verbal communication covering body language, appearance, paralanguage, and chronemics. The document then addresses the communication process and different forms of communication within organizations. It concludes by discussing decision making, including defining it as a process of choosing actions, and outlining common steps in systematic decision making.

1. BASICS OF DECISION
MAKING
LDMS II
BBA VI
UNIT 1

2. DEFINITION OF COMMUNICATION
 Communication is a process of sending & receiving
messages.
 Communication is effective only when the message
is understood & when it encourages the receiver to
think in new ways.

3. FORMS OF COMMUNICATION
 Intrapersonal Communication: is talking to oneself
in one’s own mind.
 Interpersonal communication: is exchange of
messages between two people. (interviews,
conversations, dialogue)
 Group communication: can be among small or large
groups, such as organizations, club, or classroom.
 Mass communication: is when a message is sent to
large groups of people like newspaper, radio,
television.

4. BASIC FORMS OF COMMUNICATION
 Non Verbal Communication
 Verbal Communication

5. NON VERBAL COMMUNICATION
 It is a process of communicating without words i.e.
Cues, gestures, facial expressions, pictures, signs,
etc
 Further, non verbal communication is characterized
by body language, touch, eyes, sense of smell and
time.
 Some of the symbols of nonverbal communication
are:
 Appearance
 Body Language
 Silence, time and space

6. VERBAL COMMUNICATION
 Verbal communication means communicating with
words, written or spoken.
 Verbal communication consists of speaking, writing,
listening, reading and thinking.
 It consists of words arranged in meaningful patterns.

7. THE COMMUNICATION PROCESS
Sender
encodes the
idea
Sender has
an idea
Sender
transmits
the
message
Receiver
gets the
message
Receiver
decodes the
message
Receiver
sends
feedback
Channel
&
Medium

8. FORMS OF COMMUNICATION
 Formal communication
 Line relationships: communication from superior to subordinate and
vice versa
 Functional relationships: communication between two depts within
an organization
 Staff relationships: communication that supports line management,
marketing and production.
 Informal communication
 Chat: horizontal or lateral communication is between managers from
different departments or with same peer group.
 The grapevine

9. GRAPEVINE
Informal communication : Observe, Gather information
Benefits : Less expensive, quick
Limitations: Multi-directional, fast spreading, unreliable,
misunderstanding
Tips : Identify and verify, don’t ignore, don’t threaten

10. Effective
Communication
Improved
stakeholder
response
Enhanced
professional
image
Stronger
decision
making
Quicker
problem
solving Increased
productivity
Steadier
work flow
Stronger
business
relationships

11. Non-verbal
Communication

12. Definition
•Communication through any means other than words
•Transfer of meaning by body language, space, time,
paralanguage
•Nonverbal communication supports the verbal message being
delivered by the communicator in an oral communication
situation.

13. Significance
•70-90% communication is non-verbal
•Words—objective information
•Actions speak louder than words
•Non-verbal—true feelings and attitudes
•Leaders and managers—to create impression, manage interaction
•Greater impact

14. Goals
• Express emotions
• Send relational messages
• Send messages of power

15. Types of Non-verbal Codes
• Kinesics
• Oculesics
• Haptics
• Appearance & Artifacts
• Paralanguage / Vocalics
• Chronemics

16. Kinesics
Articulation of body
• Facial expressions : Infinite in variety; relaxed,
tense, uplifted,
• Postures : Right posture: Head position, legs,
angle of the body, body relaxation and tension,
height
• Gestures : Arms & Hands;

17. Oculesics
Eye Contact
• Direct and powerful form; most noticeable
• Effect on three components of credibility: dynamism
(quality of being characterized), competence, trustworthiness
• Avoidance of eye contact
• Differ among cultures
• Helps both the sender and receiver

18. Haptics
Touch / Tactile Communication
• To comfort
• To establish dominance (kind of power )
• To establish bonds
• Intentions, feelings, relationship, respect
• Functional , social, friendship, love

19. Appearance & Artifacts
• Crucial first impression / Creates an image
• Major factor in judging a person / provides the first
available data
• Clothing, grooming, accessories
• Status, personality, credibility, capability
• Inferences are made—right or wrong
• Necessary to pay attention

20. Paralanguage / Vocalics
• Voice communicates something beyond language
• Paralanguage: all vocally-produced sound that is
not a direct form of linguistic communication
• Non-Verbal vocal communication: Tone, pitch,
intensity, articulation, rhythm, Quality, pauses.

21. Chronemics
• Use of time as a message system
• Punctuality, deadline, waiting time
• Create an impact
• Amount of importance we give

22. Tips for Effectiveness
• Observe and understand
• Use good eye contact
• Use your face and voice appropriate to situation
• Adopt postures that reveal confidence and
sincerity
• Use gestures to drive home your points
• Be aware of the contradiction between verbal and
non-verbal cues
• Understand the cultural differences

23. TERMS
 Chronemics—time communication
 Haptics—touch communication
 Kinesics—body movement
 Paralanguage—use of and sound of voice
 Artifacts—things we have that may send a
message
 Denotation—“dictionary” meaning of a word

24. COMMUNICATION BARRIERS
1. Perceptual & Language differences
2. Restrictive Environments
3. Distractions
4. Deceptive( unreliable/ misleading) Tactics
5. Information overload

25. COMMUNICATION BARRIERS
 Physical
 Psychological
 Noise, discomfort,
distraction, ill health,
poor lighting
 Fatigue, disinterest,
previous learning, ego,
inattention, fixed ideas
Barriers Causes

26.  Semantic
 Organizational
 Interpersonal
 Use of unsuitable words,
improper sentence
formation, lack of clarity
 Delay in getting the
information, processing of
information from several
people, distortion of
message.
 Unshared ideas & views,
listening skills, noise,
distraction, lack of
attention while listening.
Barriers Causes

27. OTHER BARRIERS
 Poor listening
 Poor choice or words, resulting in badly encoded
message
 Offensive style
 Emotions
 Unshared or incorrect assumptions
 Wrong choice of channel
For example, meanings of FIFO (fist in, fist out)
or LIFO (last in, first out) can be understood
by those who commonly share the profession
of an accountant.

28. GUIDELINES FOR OVERCOMING COMMUNICATION BARRIERS
 Adopt an Audience Centered approach
 How to foster an open communication climate
 Modify the number of organizational levels
 Facilitate feedback
 Commit to ethical communication
 Recognize ethical choices
 Make ethical choices
 Motivate ethical choices
 Create lean, efficient messages
 Reduce the number of messages
 Minimize distractions
 Fine tune your business communication skills

29. COMMUNICATION CHALLENGES IN TODAY’S
WORKPLACE
Advances in technology
Vast amounts of information
Communicating globally
Workforce diversity
Team-based organizations

30. 7 C’S OF EFFECTIVE COMMUNICATION
1: Completeness:
A business message is complete when it contains all facts
the reader or listener needs for the reaction the sender
desires.
In order to make the message complete, use following
guidelines:
 Provide all necessary information
 Answer all questions asked
 Give something extra when desirable
Completeness offers important benefits
 Complete communication develops and enhances reputation of an
organization.
 Avoids misunderstanding
 Brings the desired result

31. 7 C’S OF EFFECTIVE COMMUNICATION
2: Conciseness:
 Conciseness is saying what you want to in the fewest possible
words without sacrificing the other Cs of effective
communication.
 A concise message saves both time and expense for both –
the sender and the receiver.
 Communicating what you want to convey in least possible
words
 Include only relevant material
 Avoid unnecessary repetition

32. Soon
Now
Few
Weekly
Although
Until
Meet
Due to the fact that Because
In due course
At this time
Few in number
On a weekly basis
In spite of the fact that
Until such time as
Meet together

33. 3. Consideration:
 Focus on “U” instead of ‘I’ and ‘We’
 Show audience benefit or interest in the receiver
 Show optimism towards your audience. Emphasize
on “what is possible” rather than “what is
impossible”. Lay stress on positive words such as
committed, thanks, warm, healthy, help, etc.
 Effective communication must take the audience
into consideration, i.e, the audience’s view points,
background, mind-set, education level, etc.
7 C’S OF EFFECTIVE COMMUNICATION

34. I hate
Insulted
Lost
Painful
Stressed
I prefer
Misunderstood
Searching
Uncomfortable
Busy
Negative Emotion
/ Expression
Transforms Into

35. 4. Concreteness:
 Use specific facts and figures
 It makes use of words that are clear and that build the
reputation.
 Concrete messages are not misinterpreted.
5. Clarity:
 Clarity implies emphasizing on a specific message or
goal at a time, rather than trying to achieve too much at
once.
 It makes understanding easier. Complete clarity of
thoughts and ideas enhances the meaning of message.
7 C’S OF EFFECTIVE COMMUNICATION

36. 6. Courtesy:
 Courtesy in message implies the message should
show the sender’s expression as well as should
respect the receiver.
 Courtesy implies taking into consideration both
viewpoints as well as feelings of the receiver of the
message.
 It makes use of terms showing respect for the
receiver of message. It is not at all biased.
7 C’S OF EFFECTIVE COMMUNICATION

37. 7. Correctness:
 Correctness in communication implies that there
are no grammatical errors in communication.
 The message is exact, correct and well-timed.
 Correct message has greater impact on the
audience/ readers. It checks for the precision and
accurateness of facts and figures used in the
message. It makes use of appropriate and correct
language in the message.
7 C’S OF EFFECTIVE COMMUNICATION

38. DECISION MAKING

39. DECISION MAKING
Perceptions
of the
decision
maker
Outcomes

40. DECISION MAKING
 Decision making is the process of choosing a
course of action for dealing with a problem or
opportunity.
 Steps in systematic decision making.
 Recognize and define the problem or opportunity.
 Identify and analyze alternative courses of action,
and estimate their effects on the problem or
opportunity.
 Choose a preferred course of action.
 Implement the preferred course of action.
 Evaluate the results and follow up as necessary.

41. IMPORTANCE OF DECISION MAKING
 Implementation of managerial function
 Pervasiveness of decision making
 Evaluation of managerial performance
 Helpful in planning and policies
 Selecting the best alternatives
 Successful operation of business

42. THANK YOU