Communication In
The Workplace
A Gateway To Success
Dr. Surbhi Kapur
Communication:
Exchange of facts, opinions, emotions
“This one basic
skill is the ability
to organise and
express ideas in
writing and
speaking”
………. Peter
Drucker
Common Objectives of
Communication
Informatio
n
Request
Suggestio
Complaint
n
Counsellin
Order g
Motivation Warning
Whatever the objective,
Communication
Iseffective only when the message is
understood in the correct perspective
Else it leads to misunderstandings and
misinterpretations of information
Possible Slip-ups in a Dialogue
What do you mean What they want to
to say say in reply
What you actually What they do say in
say reply
What the other What do you think
person hears they say , and so on
What they think
they hear
At every step there can be a
Mis-communication
Mis-understanding
Mis-listening
Because we speak and hear,
not only with our lips and ears
But
with our whole body and heart
Communication
Process
Sender has an idea
Sender encodes the idea or gives it a
message form
Sender transmits it using a channel
Receiver gets the message
Receiver decodes or understands it
Receiver sends feedback
Communication Process
E-mail
(Written)
Sender or Message/ Medium/ Receiver/
Stimulus Encoding Channel Decoding
Feedback
Barriers
Anything that prevents successful
communication from occurring (noise)
External distractions like poor acoustics,
technical problems or generated by the
medium used
Internal distractions like thoughts and
emotions that prevent focus
Culture, biases, spelling, pronunciation
TYPES OF COMMUNICATION
TYPES OF
COMMUNICATION
Vertical – Upward And
Downward
Horizontal- Between People At
The Same Level Or Between
Departments Within An
Organisation
TYPES OF COMMUNICATION
FORMAL INFORMAL
Face-to-face conversations, Emails,
Memos, Letters, Reports, Emails,
Phone calls that do not follow the
Websites, News releases that follow
company’s chain of command,
the company’s chain of command
grapevine
B
a
s
i
c
Verbal Communication
“We communicate chiefly with words”
Speaking
Writing
Listening
Reading
Nonverbal Communication
“Nonverbal communication is silent
communication”
Facial expressions/eye behavior
Gestures and postures
Vocal characteristics
Body Movement
Personal appearance
Touching behavior
Use of time and space
COMPONENTS OF NONVERBAL
COMMUNICATION
Paralanguage - focuses on how you
say, voice quality, variation in pitch,
volume, rate, tone
Kinesics - study of body movement,
posture, gestures, facial expressions,
eyes
ANIMALS, BIRDS, FISH ARE KNOWN
TO GUARD THEIR TERRITORIES
MAN CLAIMS THE SPACE AROUND
HIM AS HIS OWN AS IF IT WERE AN
EXTENSION OF HIS BODY
• The personal space that
surrounds every person
varies in size.
• It’s size determined by
each person’s living
conditions (space) when
he grew up
• Someone who lives in
densely populated area
has lesser space and
feels comfortable with
smaller personal space
MY “AIR BUBBLE”
PROXEMICS
is the branch of
body language,
which studies a
person’s personal
space
THE CIRCLE OF PROXEMICS
MY SPACE
ZONE DISTANCES
INTRUSIONS INTO
PERSONAL ZONES
BY STRANGERS
CAUSE
PSYCHOLOGICAL
REACTIONS
– MAY AROUSE
NEGATIVE
FEELINGS
DISTANCE MAY VARY WITH PERSONS
SOCIAL STANDING
WEEKEND FISHING BUDDY BACK TO WORK
WITH INCREASED CROWD DENSITY, PERSONAL
SPACE DECREASES AND HOSTILITY INCREASES
HAPPY SCANTY CROWD ANGRY DENSE CROWD
AREAS WITH HIGH POPULATION DENSITY HAVE HIGH
RATES OF CRIME AND VIOLENCE
ACCEPTABLE CONVERSATIONAL
DISTANCE FOR MOST CITY DWELLERS
NEGATIVE REACTION OF A WOMAN ON
WHOSE TERRITORY THE MAN IS
ENCROACHING
NOTICE THE
BACKWARD
LEAN
TWO MEN FROM A CITY
GREET EACH OTHER
THE
WRIST
TO
TORSO
DISTAN
CE IS
SHORT
TWO MEN FROM A COUNTRY TOWN
NOTICE
THE
FORWARD
LEAN
TWO MEN FROM A SPARSELY
POPULATED AREA
• PREFER TO STAND AT A DISTANCE
AND WAVE
• NOT TO SHAKE HANDS
VEHICLES CAN MAGNIFY PESONAL
SPACE
POLITE WHEN SOMEONE BARGES SURPRISINGLY ANGRY WHEN A
IN AHEAD OF HIM CAR OVERTAKES HIM
**/??!!!??
RECOGNIZE NONVERBAL SIGNALS
Eye contact
Gestures
Posture
Vocal characteristics
Be careful with physical touch
Pay attention to use of time and space
Finally,
Clear and accurate messages using
simple and appropriate words
Focus on audience’s needs (you attitude)
Reduction in noise and distractions
Recognizing non-verbal cues
Will result in effective communication
Principles of Communication
Clarity of thought
Clarity of expression
Completeness
Conciseness
Consideration
Courtesy
Correctness
