1 Introduction to Communication

INTRODUCTION TO COMMUNICATION
Communication is a learned skill. However, while most people are born with the physical ability
to talk, not all can communicate well unless they make special efforts to develop and refine this
skill further. Very often, we take the ease with which we communicate with each other for
granted, so much so that we sometimes forget how complex the communication process actually
is.
Good communication does not consist merely of giving orders, but of creating understanding. It
does not consist merely of imparting knowledge, but of helping people gain a clear view of the
meaning of knowledge. Most of the progress in the future will stem from better technology and
greater skill in communicating it to others. Too many people saying the wrong things at the
wrong time, in the wrong way, to the wrong people, slows down progress. What is needed is
more people saying the right things at the right time, in the right way, to the right people. This is
the formula for good communication.

THE COMMUNICATION PROCESS

 Communication applies to the exchange of ideas and thoughts within two or more individuals.
 It can be done through writing, speech, gestures, symbols, or written communication. 
 Communication is a continuous transmission of a message among two or more individuals the
sender and receiver.
 When the receiver gets the message and then replies to it, the communication process is
complete.

The word
communication is
derived from the Latin
word “communicare”
which means to
share or to participate.
Definition#1:
It is about sending and
receiving information or
 2 Introduction to Communication

transmission of information
from
one participant to other.
Definintion#2:
It refers to the exchange of
information, ideas,
emotions and attitudes
through verbal
or non-verbal means
between two or more than
two participants.
Definition#3:
The process by which
exchange of information
between individual through
common
 3 Introduction to Communication

system symbols and signs

of behavior happen.
Definition#4:
“Robert Andersion”
defines it as
It is an interchange of
thoughts, opinions, or
information by speech,
writing, or signs.
Definition#5:
Transfer of information
from the sender to the
receiver.
Definition#6:
It is the process of
initiating, transmitting, and
receiving information.
 4 Introduction to Communication

Definition#7:
It is the process that
involves transferring
message as well as
feedback.
The word
communication is
derived from the Latin
word “communicare”
which means to
share or to participate.
Definition#1:
It is about sending and
receiving information or
transmission of information
from
 5 Introduction to Communication

one participant to other.

Definintion#2:
It refers to the exchange of
information, ideas,
emotions and attitudes
through verbal
or non-verbal means
between two or more than
two participants.
Definition#3:
The process by which
exchange of information
between individual through
common
system symbols and signs
of behavior happen.
Definition#4:
 6 Introduction to Communication

“Robert Andersion”
defines it as
It is an interchange of
thoughts, opinions, or
information by speech,
writing, or signs.
Definition#5:
Transfer of information
from the sender to the
receiver.
Definition#6:
It is the process of
initiating, transmitting, and
receiving information.
Definition#7:
It is the process that
involves transferring
 7 Introduction to Communication

message as well as
feedback.

Sender: The sender or the communicator is the person who initiates the conversation and has
conceptualized the idea that he intends to convey it to others.

Encoding: The sender begins with the encoding process wherein he uses certain words or non-
verbal methods such as symbols, signs, body gestures, etc. to translate the information into a
message. The sender’s knowledge, skills, perception, background, competencies, etc. has a great
impact on the success of the message.

Message: Once the encoding is finished, the sender gets the message that he intends to convey.
The message can be written, oral, symbolic or non-verbal such as body gestures, silence, sighs,
sounds, etc. or any other signal that triggers the response of a receiver.

Decoding: Here, the receiver interprets the sender’s message and tries to understand it in the best
possible manner. An effective communication occurs only if the receiver understands the
message in exactly the same way as it was intended by the sender.

Receiver: The receiver is the person for whom the message is intended or targeted. He tries to
comprehend it in the best possible manner such that the communication objective is attained. The
degree to which the receiver decodes the message depends on his knowledge of the subject
matter, experience, trust and relationship with the sender.

DEFINITIONS OF COMMUNICATION

Simply, an act of conveying intended information and understanding from one person to another
is called as communication. The term communication is derived from the Latin
word “Communis” which means to share. Effective communication is when the message
conveyed by the sender is understood by the receiver in exactly the same way as it was intended.

George A. Miller: Communication means conveying a message or message from one place to
another. An important role in this process of communication is played by the human being
himself who, according to his previous experiences, observations and current needs, understands
the meaning of information or news and transmit it.

James C: Communication is the communication of two or more people to each other.

Mine Skaser: Communication is the process of moving ideas and ideas from one place to another
or from one person to another.

Edward Albring: Communication is the process by which people in a society communicate or

make gestures to each other.

Berlin Steiner: Communication is the transfer of information, ideas , emotions and skills through
gestures, words, pictures and graphics.

IMPORTANCE OF COMMUNICATION
 8 Introduction to Communication

1. Contact Source:

Every human being in the world is forced to keep in touch with each other for their survival and
development. Through communication, human beings meet individual and collective needs as
well as society needs. The progress in society is because we communicate with each other.

2. Fundamental Status in Human Relations:

The process of communication strengthens human relations, so it has a fundamental status in

human relations. It is fulfilling material needs in addition to individual needs. There is a sea of
waves everywhere that narrowing the circle of information around everyone, so we cannot
escape from it. That’s why whole world has become a global village.

3. Transmission of Culture:

According to media experts, the process of communication is playing an important role in

transferring strong culture, cultural traditions from one nation to another. Man has taken different
stages of civilization and development as well as shaped and used the forms of communication in
a modern and unique way.

4. Preaching of Religions and Beliefs:

One’s ideas, beliefs are conveyed to each other via communication. It is also used to spread and
propagate the religion and belief.

5. Expression of Thoughts:

It is human nature that people get something from each other by exchanging their thoughts,
feelings and words. When a person did not learn any language regularly, he would pass his
thoughts to another person by making a few sounds or gestures etc. on such occasions, pictures
were also made on the ground or on the walls with the finger to explain its meaning and purpose.
Communication is the proof of the existence of human life i.e. why millions of years ago, caves
still have evidence of diagonal lines.

6. Awareness:

After the introduction of language, there has been a significant change in human knowledge and
intellect. He finds a solution to his problem by talking to each other to gain awareness through
communication and his knowledge through discussion and debate because he gathers
information through dialogue. And all this was made possible by the media.

7. Increase in Information:

Due to the communication, man is called educated and by gathering information he succeeds in
his efforts to gain a respectable place in the society. If a person has given more importance to
something after foods; it is information, because it has been well kept in mind that an ignorant
person can never progress in society.

8. Introduction of Power:

Communication enables us to understand the various requirements of nature. The world that
exists within man is created by the process of communication. This process guides us in
understanding the gravity of the planets orbiting the universe, their interactions and the beautiful
scenes of nature, even their beauty etc.

9. Entertainment:
 9 Introduction to Communication

It enhances the sense of entertainment and beauty, and makes moments of opportunity more
enjoyable and provides peace of mind, provides physical comfort by relieving fatigue. All of this
is achieved by listening and watching dramas, music through television, radio etc.

10. Connection with Animals:

When the person loses the ability to speak, he uses gesture to convey his thoughts to others. In
this way, humans make a few specific sounds to communicate with domestic animals such as
dogs, cats, parrots, rabbit etc. When these animals/ birds hearing that sound, they come running
to their owner. Similarly, when they find themselves in difficult situation, they make a few
specific sounds to call their owner for help. So, it can be said that there is a process of
communication between animals and humans.

11. Specific Gestures and Signs:

Communication is possible not only with the sounds coming out of a person’s throat, but also with the
help of bright colored bulbs of different colors. On major roads, a red light indicate traffic stop and a
green light indicates traffic flow. Tall buildings or radio and television skyscrapers and red lights on the
vents indicate a danger to aircraft.

TYPES OF COMMUNICATION
There are several different ways we share information with one another. For example, you might
use verbal communication when sharing a presentation with a group. You might use written
communication when applying for a job or sending an email. Here’s a more in-depth look at the
four main categories of communication.

1. Verbal Communication
Verbal communication is the use of language to transfer information through speaking or sign
language. It is one of the most common types, often used during presentations, video conferences
and phone calls, meetings and one-on-one conversations. Verbal communication is important
because it is efficient. It can be helpful to support verbal communication with both nonverbal and
written communication.

Here are a few steps you can take to develop your verbal communication skills:

Use a strong, confident speaking voice. Especially, when presenting information to a few or a
group of people, be sure, to use a strong voice so that everyone can easily hear you. Be confident
when speaking so that your ideas are clear and easy for others to understand.

Use active listening. The other side of using verbal communication is intently listening to and
hearing others. Active listening skills are key when conducting a meeting, presentation or even
when participating in a one-on-one conversation. Doing so will help you grow as a
communicator.

Avoid filler words. It can be tempting, especially during a presentation, to use filler words such
as “um,” “like,” “so” or “yeah.” While it might feel natural after completing a sentence or
pausing to collect your thoughts, it can also be distracting for your audience. Try presenting to a
trusted friend or colleague who can call attention to the times you use filler words. Try to replace
them by taking a breath when you are tempted to use them.

2. Nonverbal Communication
Nonverbal communication is the use of body language, gestures and facial expressions to convey
information to others. It can be used both intentionally and unintentionally. For example, you
 10 Introduction to Communication

might smile unintentionally when you hear a pleasing or enjoyable idea or piece of information.
Nonverbal communication is helpful when trying to understand others’ thoughts and feelings.

If they are displaying “closed” body language, such as crossed arms or hunched shoulders, they
might be feeling anxious, angry or nervous. If they are displaying “open” body language with
both feet on the floor and arms by their side or on the table, they are likely feeling positive and
open to information.

Here are a few steps you can take to develop your nonverbal communication skills:

Notice how your emotions feel physically. Throughout the day, as you experience a range of
emotions (anything from energized, bored, happy or frustrated), try to identify where you feel
that emotion within your body. For example, if you’re feeling anxious, you might notice that
your stomach feels tight. Developing self-awareness around how your emotions affect your body
can give you greater mastery over your external presentation.

Be intentional about your nonverbal communications: Make an effort to display positive body
language when you feel alert, open and positive about your surroundings. You can also use body
language to support your verbal communication if you feel confused or anxious about
information, like using a furrowed brow. Use body language alongside verbal communication
such as asking follow-up questions or pulling the presenter aside to give feedback.

Mimic nonverbal communications you find effective: If you find certain facial expressions or
body language beneficial to a certain setting, use it as a guide when improving your own
nonverbal communications. For example, if you see that when someone nods their head it
communicates approval and positive feedback efficiently, use it in your next meeting when you
have the same feelings.

3. Oral Communication
Oral communication is communicating with spoken words. It’s a verbal form of communication
where you communicate your thoughts, present ideas and share information. Examples of oral
communication are conversations with friends, family or colleagues, presentations and speeches.

Oral communication helps to build trust and reliability. The process of oral communication is
more effective than an email or a text message. For important and sensitive conversations—such
as salary negotiations and even conflict resolution, you can rely on oral communication to get
your point across, avoid misunderstandings and minimize confusion.

In a professional setting, effective oral communication is important because it is built on

transparency, understanding and trust. Your oral communication skills can boost morale,
encourage improved performance and promote teamwork.

Here are some benefits of oral communication:

 It saves time by letting you convey your message directly to the other person and getting
their response immediately.
 It’s the most secure form of communication for critical issues and important information
 It helps to resolve conflicts with face-to-face communication

4. Written Communication
Written communication is the act of writing, typing or printing symbols like letters and numbers
to convey information. It is helpful because it provides a record of information for reference.
Writing is commonly used to share information through books, pamphlets, blogs, letters, memos
and more. Emails and chats are common forms of written communication in the workplace.
 11 Introduction to Communication

Here are a few steps you can take to develop your written communication skills:

Strive for simplicity. Written communications should be as simple and clear as possible. While it
might be helpful to include lots of detail in instructional communications, for example, you
should look for areas where you can write as clearly as possible for your audience to understand.

Don’t rely on tone. Because you do not have the nuance of verbal and nonverbal communication,
be careful when you are trying to communicate a certain tone when writing. For example,
attempting to communicate a joke, sarcasm or excitement might be translated differently
depending on the audience. Instead, try to keep your writing as simple and plain as possible and
follow up with verbal communications where you can add more personality.

Take time to review your written communications. Setting time aside to re-read your emails,
letters or memos can help you identify mistakes or opportunities to say something differently.
For important communications or those that will be sent to a large number of people, it might be
helpful to have a trusted colleague review it as well.

Keep a file of writing you find effective or enjoyable. If you receive a certain pamphlet, email or
memo that you find particularly helpful or interesting, save it for reference when writing your
own communications. Incorporating methods or styles you like can help you to improve over
time.

DIFFERENCE BETWEEN VERBAL & NONVERBAL COMMUNICATION

1. Medium of communication

Verbal communication uses language, words, sentences, and voice as the medium of communication.

Nonverbal communication uses body language, facial expressions, tone, and pauses in speech as the
medium of communication.

2. Channels of communication

Verbal communication uses a single channel of communication, the human voice, which speaks a single
word at a time.

Nonverbal communication uses multiple channels of communication including your entire body, facial
expressions, and tone of voice.

3. Examples of communication

Verbal communication can take place over a phone call, in a face-to-face conversation, over
loudspeakers, through audio recordings, and so on.

Nonverbal communication can only occur when all the parties in the conversation can see each other.
This helps them properly understand what they are communicating nonverbally.

4. Mode of communication

Verbal communication is linear and voluntary. You set out to say something, gather your thoughts, form
your sentences, and then start delivering your message. It is a well-thought-out process in which the
speaker focuses on communicating their message effectively.

Nonverbal communication is a continuous process. It is not well-thought-out and is largely involuntary,

although you can train yourself to use it more purposefully. Unlike verbal communication, nonverbal
communication is not linear. It depends more on how one uses their body language and other cues to
respond to external stimuli.

5. Consciousness in communication

Verbal communication is a conscious process. It involves thinking, processing, and articulating.

 12 Introduction to Communication

Nonverbal communication happens on an unconscious level. One doesn’t really think about it actively

6. Decoding the communication

Verbal communication is fairly easy to decode if you understand the language and the words being used.
When you pay close attention to the person who is speaking, you will understand what they are saying.

Nonverbal communication is a little harder to decode than verbal communication. You have to pay
attention to many factors including the speaker’s body language, facial expressions, and tone to decode
what the other person is trying to convey.

DIFFERENCE BETWEEN ORAL VS WRITTEN COMMUNICATION

1. Introduction
Oral Communication is a Form of communication in which information, ideas or messages are conveyed,
transmitted or exchanged via face to face conversation or spoken words.
Written Communication is a form of communication in which messages or ideas are conveyed,
transmitted or exchanged through writing, texting and printing.

2. Meaning
Oral Communication occurred with the help of words of mouth. On the other hand, written
Communication interacts with the help of text.

3. Transmission Speed
Oral Communication is very fast and easy transmission of information or message.
Written Communication is the slow transmission of information and messages.

4. Cost & Time

Oral communication is a less costly and less time-consuming way of communication.
Written communication costs money for typing, printing and later delivering the message. So, it is a
costly and also time-consuming means of communication.

5. Proof/Evidence
In oral communication there is no real proof because there will be no record of the message because the
way of communication is via word of mouth. On the other hand, written Communication: Records of
written communication can be preserved properly. So, there is proof or evidence.

6. Type of Communication
Oral Communication is an informal type of communication. Whereas, the written communication is a
type of formal communication.

7. Reliability
Oral communication is not a much more reliable than written communication and
written communication is a very much reliable means of communication

8. Flexibility
Oral Communication is more flexible compared to written form. And written communication is less
flexible than oral communication.

9. Suitable or Applicable
Oral Communication is often suitable or applicable if the sender and receiver are nearer to each other.
And written communication is applicable and suitable for long-distance communication only if the sender
and receiver are at a distant place or far away from each other.

10. Immediate Feedback

 13 Introduction to Communication

Immediate feedback can be given through oral communication. But, It takes time in case of written
communication.

11. Verification
Oral Communication is very difficult or almost impossible to verify the sent message. It means no record
of communication is there. In written communication, one can verify messages and a proper record of
communication is there.

12. Examples
Examples of oral communication are face-to-face conversation, telephone conversation, speech, webinars,
meetings etc. On the other hand, text messages, letters, journals, e-mail etc. are the example of Written
Communication

BARRIERS TO EFFECTIVE COMMUNICATION

There are many reasons why interpersonal communications may fail. In many communications, the
message (what is said) may not be received exactly the way the sender intended. It is, therefore, important
that the communicator seeks feedback to check that their message is clearly understood.

The skills of Active Listening, Clarification and Reflection may help but the skilled communicator also
needs to be aware of the barriers to effective communication and how to avoid or overcome them.

There are many barriers to communication and these may occur at any stage in the communication
process. Barriers may lead to your message becoming distorted and you therefore risk wasting both time
and/or money by causing confusion and misunderstanding.

Effective communication involves overcoming these barriers and conveying a clear and concise message.

1. The use of jargon. Over-complicated, unfamiliar and/or technical terms. Jargon is occupation-
specific language used by people in a given profession, the “shorthand” that people in the same
profession use to communicate with each other. For example, plumbers might use terms such
as elbow, Tee etc.
2. Emotional barriers and taboos. Some people may find it difficult to express their emotions and
some topics may be completely 'off-limits' or taboo. Taboo or difficult topics may include, but are not
limited to, politics, religion, disabilities (mental and physical), racism and any opinion that may be
seen as unpopular.
3. Lack of attention, interest, distractions, or irrelevance to the receiver.
4. Differences in perception and viewpoint.
5. Physical disabilities such as hearing problems or speech difficulties.
6. Physical barriers to non-verbal communication. Not being able to see the non-verbal cues,
gestures, posture and general body language can make communication less effective. Phone calls, text
messages and other communication methods that rely on technology are often less effective than face-
to-face communication.
7. Language differences and the difficulty in understanding unfamiliar accents.
8. Expectations and prejudices which may lead to false assumptions or stereotyping. People often
hear what they expect to hear rather than what is actually said and jump to incorrect conclusions.
9. Cultural differences. The norms of social interaction vary greatly in different cultures, as do the
way in which emotions are expressed. For example, the concept of personal space varies between
cultures and between different social settings.

A skilled communicator must be aware of these barriers and try to reduce their impact by continually
checking understanding and by offering appropriate feedback.

CATEGORIES OF BARRIERS
Language Barriers

Language and linguistic ability may act as a barrier to communication. However, even when
communicating in the same language, the terminology used in a message may act as a barrier if it is not
 14 Introduction to Communication

fully understood by the receiver(s). For example, a message that includes a lot of specialist jargon and
abbreviations will not be understood by a receiver who is not familiar with the terminology used.

Psychological Barriers

The psychological state of the communicators will influence how the message is sent, received and
perceived. For example, if someone is stressed they may be preoccupied by personal concerns and not as
receptive to the message as if they were not stressed.

Anger is another example of a psychological barrier to communication. When we are angry it is easy to
say things that we may later regret, and also to misinterpret what others are saying.

More generally people with low self-esteem may be less assertive and therefore may not feel comfortable
communicating - they may feel shy or embarrassed about saying how they really feel, or read unintended
negative sub-texts in messages they hear.

Physiological Barriers

Physiological barriers to communication may result from the receiver’s physical state. For example, a
receiver with reduced hearing may not fully grasp the content of a spoken conversation especially if there
is significant background noise.

Physical Barriers

An example of a physical barrier to communication is geographic distance between the sender and
receiver(s). Communication is generally easier over shorter distances as more communication channels
are available and less technology is required. The ideal communication is face-to-face.

Although modern technology often helps to reduce the impact of physical barriers, the advantages and
disadvantages of each communication channel should be understood so that an appropriate channel can be
used to overcome the physical barriers.

Systematic Barriers

Systematic barriers to communication may exist in structures and organizations where there are
inefficient or inappropriate information systems and communication channels, or where there is a lack of
understanding of the roles and responsibilities for communication. In such organizations, people may be
unclear of their role in the communication process and therefore not know what is expected of them.

Attitudinal Barriers

Attitudinal barriers are behaviours or perceptions that prevent people from communicating effectively.

Attitudinal barriers to communication may result from personality conflicts, poor management, and
resistance to change or a lack of motivation. To be an effective receiver of messages you should attempt
to overcome your own attitudinal barriers to help ensure more effective communication.

THE 7 C’S OF COMMUNICATION

The 7 Cs of Communication is a checklist to ensure that your communication is effective. We
communicate with people every day, both at work and in our personal life. Their purpose is to help ensure
that the person you’re communicating with hears what you’re trying to say. We communicate using a
number of different methods – face to face, telephone, email, instant messenger, letters, reports, meetings,
presentations and more.

In order to ensure you get the right result when you communicate you need to ensure that your
communication is effective and clear and this is where the 7 Cs of Communication can help. The 7 Cs is a
checklist for ensuring your emails, meetings, calls, reports, presentations and other methods you use to
communicate are clear and that the recipient gets the message.

1. Clear
 15 Introduction to Communication

There are several stages to clarity.

Firstly, it’s important to be clear about the purpose of the message you’re delivering. The recipient should
be made aware of why they are receiving the message and what you’re trying to achieve by delivering it.
If there are multiple goals, each should be laid out separately.

Secondly, it’s essential that the content of the communication is itself clear. You should avoid jargon, use
simple language, use simple structures and focus on the core points of your message.

2. Correct

It’s essential that both the factual information and the language and grammar you use are correct. If your
audience spots errors in either, they will be distracted and your credibility will be greatly reduced. This
will reduce the effectiveness of your communication.

3. Complete

Completeness is often one of the most important of the 7 Cs of communication.

When creating a message, it’s important to give the recipient all of the information they need to follow
your line of reasoning and to reach the same conclusions you have. This level of detail will be different in
different situations, and you should adjust your communications accordingly.

In addition, you should make things as easy as possible for the recipient. For example, if you are issuing a
“call to action”, provide explicit guidance on that action. Increasingly it’s common to include things like
hyperlinks in written communications or to attach FAQs, both of which help audiences access a complete
set of information while also ensuring that core communications focus on core messages.

4. Concrete

When shaping your communication you must ensure that you are specific and that the logic and messages
that you’re using fit together, build on each other and support each other. Your arguments should be
based on solid facts and opinions from credible sources and you should share irrefutable data to support
your argument.

It may be important to help bring the solid nature of what you’ve created to life for your audience through
examples that show the relevance of your messages for them as individuals.

5. Concise

When communicating messages of this nature it’s important to stick to the point and keep your messages
short and simple. Don’t use 10 words if you can use five. Don’t repeat your messages.

The more you say, the more risk there is of confusion. Avoid that risk by focusing solely on the key
points you need to deliver.

6. Courteous

You can increase the effectiveness of your communications by being polite and showing your audience
that you respect them. Your messages should be friendly, professional, considerate, respectful, open and
honest. People are not always courteous. To help ensure you are courteous, you should always use some
empathy and consider your messages from the point of view of the audience.

7. Considered & Coherent

The last of the 7 Cs of communication is considered or coherent. If your communications are not coherent
they will not be effective. To help make sure your communications are considered and coherent you
should have a logical flow and your style, tone and language should be consistent throughout.

In addition to making sure that each communication you issue is coherent within itself, you should also
ensure consistency of message when delivering multiple communications.