Communication
The
term communication is derived from a Latin word „communis‟ which means common.
This means establishing a common ground. Now whatever is common is shared by
all. But what is that which is shared by all in communication? It is fact,
ideas, understanding, opinions, information etc.
In
the words of Newman, Summer &
Warren, “communication is an exchange of facts, ideas, and
opinions by two or more persons.”
According
to Keith Davis, “Communication
is the process of passing information and understanding from one person to
another.”
Communication
should not be interpreted as merely sending or receiving messages. It involves
a systematic and continuous process of telling, listening and understanding. It
is a two way process and is complete only when there is some response from the
receiver of information.
Nature or Characteristics of communication
An
analysis of various definitions of communication revel the nature or
characteristics of communication which are as follows:-
1.
Communication
involves at least two persons: Communication involves at least two persons
the sender and the receiver. The sender sends the messages and is known as the
communicator. The receiver receives the message and is known as communicate.
2.
Communication is a
two way process: Communication is essentially a two way process. It does not merely
means sending and receiving messages. It is not complete unless and until the
message has been understood by the receiver in the same sense.
3.
Purpose of
communication: This basic purpose of communication is to create an understanding.
The receiver should understand the message sent and should response
accordingly.
4.
Form of
communication: Communication may take several form e.g. order, instruction,
report, queries etc. it may be verbal or written. It may be formal or informal.
5.
Scope of
communication: communication pervades all human relationship. It is essential in
all type of organizational and at all levels of management.
6.
Communication is a
dynamic process: Communication is influenced by the mood and thinking of the sender
and receiver. The way a message is accepted depends upon the fact that which of
the fine sensory organs of the receiver is active at that time.
7.
Communication is
much more than words: Communication is not merely sending or
receiving facts, expressed in words. It also involves ideas and emotions. A lot
of communication is done through signs, symbols and gestures.
8.
Communication is a
goal oriented process: Communication is a goal oriented and effective
only when there is congruence of goals of sender and receiver.
9.
Communication is
conversational: Communication sets up a link between facts, ideas and thus helps
the communicator and communicates to progress logically.
10.
Communication is an
interdisciplinary science: Communication to be effective derives
knowledge from several sciences like anthropology (study of body language),
sociology (study of human bahaviour), psychology (study of attitude) etc.
Forms
or Types or Channel of communication
Communication
can be classified on the following bases:
a) On the basis of organisational
structure
1.
Formal channel of communication
2.
Informal channel of communication
Formal Channel of communication: A formal channel of communication is
the officially prescribed route for the flow of communication. It is that route
of communication which is institutionally determined and is associated with
status or position of the receiver and sender. The formal channels are
deliberately related to ensure that accurate information flows smoothly and
timely.
Informal Channel of communication: The informal channel of communication
is that channel of communication which is not officially prescribed. It is that
route which is used by workmen in an organization to maintain social (informal)
relationship amongst themselves. It is thus created as a result of operation of
social force in an organization.
b) On the basis of direction of communication
1.
Downward communication: Communication that flows from the top level of the organization to
the bottom level along with the scalar chain is known as downward
communication. Example for such type of communication are orders, instructions,
rules, policies, programs and directives etc. it specifies the extent of the
subordinates authority and their responsibility.
2.
Upward Communication: Upward communication is just the opposite of downward
communication. In this communication system, the message is transmitted from
the bottom of the organization upward to the top of the organization through
the middle managers along with the line. Usually this includes workers
grievances, suggestions and reactions. This communication system was not
appreciated by the superiors. But it has assured importance in modern times and
is considered to be a main source of motivating employees.
3.
Horizontal communication: The flow of information between departments or people of equal
level in an organizational structure may be termed as horizontal or lateral
communication. The two departments may be under the same superior or may have
different heads. Such communication may be written or oral. The main object of
lateral communication is to co-ordinate the efforts of different departments or
persons.
4.
Diagonal communication: Diagonal communication is between people who are neither in the
same department nor on the same level of organizational structure. It cuts
across departmental lines. It generally takes place when members cannot
communicate effectively through other channels.
These upward, downward, horizontal or diagonal communications may
be oral, written, informal or gestural.
c) On the basis of way of expression
1. Oral or Verbal communication
2. Written communication
Oral communication means communication through words
spoken i.e. by speech: - In oral
Communication, Both the parties to the process, i.e. sender and
receiver, exchange their ideas through oral words either in face to face
communication or through any mechanical or electrical device, such as telephone
etc. in this system person can exchange their feelings fully and clarification
regarding any doubt or ambiguity may be sought. Oral communication is preferred
by rank and file employees as well as supervisors and managers, as they enjoy
the opportunity to ask questions and to participate.
Advantage:
1.
Economical: Oral communication
is relatively less expensive. It saves the money spent on stationary in an
organization.
2.
Time saver: Oral communication
is fast. It saves the time involved in writing the message.
3.
Flexible: Oral communication is
very flexible in sense it provides an opportunity to the speaker to correct
himself and make himself clear by changing his voice, pitch, tone etc.
4.
Quick response: Oral
communication is also helpful in getting quicker response from the receiver.
The speaker gets immediate response from the receiver. It thus provides
immediate feedback to both sender and receiver.
Disadvantages/Limitation:
1.
Time Consuming: Oral
communication may not be time saver always. Many a times it is seen that
meetings continue for a long time without arriving at any satisfactory
conclusion.
2.
Poor retention: Oral
communication is more likely to be forgotten. The listener cannot always retain
oral messages in his memory for long. Sometimes even the speaker may not
remember what he actually said.
3.
Not suitable for lengthy messages: Very
often oral communication gets distorted. This is more so in case of lengthy
messages when communicated through various level of hierarchy.
4.
No Record: No permanent record
is kept in case of oral communication. In the absence of record, oral messages
have no legal validity.
Written communication means
communication through words written. In written communication, both the parties
to the process, i.e. sender and receiver, exchange their ideas through written
words, graphs, diagrams, pictographs, etc. Written communication depends on
language as a means up of sentences into clauses and of matter into paragraph
etc is very important.
Advantages:
1.
Permanent Record: Written
communication provides a permanent record for future reference and serves as a
good guide for decision making and planning in future.
2.
Precise and Accurate: The writer
tries to organize his ideas logically before penning them down. As a result
written communication tends to be more accurate, precise and reliable.
3.
Legal evidence: Written messages
provide a permanent record and as such are used as legal evidence in a court of
law. Written records are more reliable and acceptance as documentary proof.
4.
Wide coverage: Written
communication has the widest possible coverage. It is perhaps the only means of
communication when the sender and the receiver are separated by long distance.
Disadvantages:
1.
Time consuming: Written
communication is not suitable when the message is to be sent immediately. It is
time consuming event which requires time in not only sending it but also in
putting the message in writing.
2.
Rigid: Written communication is
rigid and lacks flexibility. The doubts and queries cannot be clarified
immediately.
3.
Costly: Written communication is
a bit more expensive than oral communication. It costs a lot in terms of
stationary, postage and typing costs.
4.
Lack of secrecy: It is difficult
to maintain secrecy in written communication.
Process
of Communication
The
process of communication is the inter relationship between several independent
components. It consists of a chain of related actions and reaction which
together result in exchange of information. In order to understand the process
of communication, it is necessary to describe each of these components. A model
of communication process is as follows:-
1.
SENDER
2.
IDEATION
3.
MESSAGE
4.
INCODING
5.
TRANSMISSION
6.
RECEIVER
7.
DECODING
8.
BEHAV IOUR OF RECIEVER
9.
FEEDBACK
1. Sender: The sender is the first component of the process of c
communication. The sender may be a speaker, a writer or any other person. He is
the one who has a message and wants it to share it for some purpose.
2. Ideation: Ideation is the preliminary step in communication where sender
creates an idea to communicate. This idea is the content and basis of the
message to be communicated. Several ideas may generate in the sender’s mind.
The sender must identify, analyze and arrange the ideas sequentially before
transmitting them to the receiver.
3. Message: Message is the heart of communication. It is what the sender wants
to convey to the receiver. It may be verbal i.e. written or spoken or non
verbal i.e. body language, space language, etc.
4. Encoding: To encode is to put an idea into words. In this step the
communicator organizes his ideas into a series of symbols or words which will
be communicated to the intended receiver. Thus the ideas are converted into
words or symbols. The words and the symbols should be selected carefully, it
should be understandable and most of all it should be suitable for transmission
and reception.
5. Transmission: Next in the process of communication is
transmission of the message as encoded messages are transmitted through various
media and channels of communication connects the sender and the receiver. The
channel and media should be selected keeping in mind the requirement of the
receiver, the communication to be effective and efficient the channel should be
appropriate.
6. Receiver: Receiver is the person or group for whom the message is meant. He
may be a listener, a reader or a viewer. Any neglect on the part of the
receiver may make the communication ineffective. Receiver is thus the ultimate
destination of the message. It the message does not reach the receiver the
communication is said to be incomplete.
7. Decoding: Decoding means translation of symbols encoded by the sender into
ideas for understanding. Understanding the message by receiver is the key to
the decoding process. The message should be accurately reproduced in the receiver’s
mind. If the receiver is unable to understand the message correctly the
communication is ineffective.
8. Behaviour of the receiver: It refers to the response by the receiver of
the communication received from the sender. He may like to ignore the message
or to store the information received or to perform the task assigned by the
sender. Thus communication is complete as soon as the receiver responses.
9. Feedback: Feedback indicates the result of communication. It is the key
element in the communication and is the only way of judging the effectiveness
of communication. It enables the sender to know whether his message has been
properly interpreted or not. Systematic use of feedback helps to improve future
message. Feedback, like the message could be oral, written or non verbal. It
has to be collected from the receiver.
Barriers of Communication:
Communication
is the process of passing information and understanding from one person to
another, any thing that obstructs the free flow of communication is referred to
us Barrier of communication- E.g. Problem in encoding and decoding, wrong or
defective communication channel, noise in the channel etc. Barrier may arise at
any of the following level:
1.
The sender’s level
2.
The receiver’s level
3.
The medium of communication.
Types of Barriers in communication
The
barriers to communication in an organization may be broadly categorized into
following groups:
1.
Physical barriers
2.
Socio- psychological or personal barriers
3.
Organizational barriers
4.
Semantic barriers
5.
Mechanical barriers
However,
such a classification does not suggest that these are mutually exclusive.
Rather, it is helpful in understanding the nature of communication barriers.
1. Physical
Barriers: There are the environmental factors that also
obstruct or reduces the sending and receiving of communication, such as
physical distance distracting noises and other interferences difficulty arises
in communicating a message, when the physical distance increases:-
I.
Noise: Noise is first and foremost barrier to effective communication. Noise
may be caused by machines, equipment, communication device, disturbances in the
time of transmission etc. noise also encompasses many other factors such as the
sender may use ambiguous or confusing signal. The receiver may misinterpret the
message. Thus communication is likely to be spoilt due to noise.
2.
Socio-psychological or personal Barriers: There are
certain socio psychological factors which restrict the free flow of
communication. They are the attitude and opinions, status consciousness, ones
relations with fellow workers, seniors, and junior’s etc. family background.
These restrict participative communication:
I.
Motives, attitudes, judgments, emotions, and social values of people from the
part of the personal barriers. Psychological distance is also developed with
this.
II.
Individual Differences: There are differences in the motives, attitudes and
sentiments of the people. So this causes problems in encoding and decoding
other’s sentiments, attitudes and motives.
III.
Differences in interest: The interest of people also differs. A problem may be
important for one person but may not carry weight for another. The ideas,
question, attitudes, feelings etc of other party may represent an obstacle to
one’s own personal goal.
IV.
Division of People: Communication is ideas and viewpoint also gets affected by
the division of people into classes, castes and communities.
V.
Difference of view points: Communication suffers when there are differences in
view point of the different people.
VI.
Lack of planning: Good communication never happens but has to be planned. When
people take it lightly and communicate without planning it turns into mis
communication or mal communication.
VII.
Cultural barriers: Due to difference in the cultural background the same word,
phrases, symbols, actions etc. may mean different to different group of people.
Mis understanding may take place due to this.
3. Organizational
Barriers: Organisational barriers arise due to defects
in the organization structure and the communication system of an organization:
I.
Hierarchical distance: Downward communication promotes hierarchical distance.
The chances of information being filtered are more at this structure, because
there are several layers. Information received from the top may not reach at
bottom in the same shape. The information gets coloured which brings
hierarchical distance.
II.
Diversion: Diversion of information is also one of the causes which brings
barrier to communication process. For example sometimes a manager diverts the
information meant for one person or group to another.
III.
Colouring: Information are also coloured by the manager intentionally with a
view to twist the situation in their favour. For example, an office may quote
his subordinate wrongly, to spoil his career or his chance of promotion or his
image in the eyes of the boss.
IV.
Status barriers: Status is a barrier of communication in a formal organization.
Organizational interaction and communication are influenced by the status and
the expectations.
V.
Goal conflicts: Goal conflict acts as communication reducers. Different goal
lead to bifurcation of interest. Due to this communication suffers.
4. Semantic
Barriers: Semantic means the relationships of signs of
their reference. Semantic barrier arises from the disadvantages of the symbolic
system. Symbols have got number of meaning and one has to choose any one of
them according to the requirement of communication. Hence, a meaningful
distinction should be made between inferences and facts. Semantic refers to the study of relationship
of words and signs. It arises from the disadvantage of symbolic system. Symbol
or the language is the most important tool of communication which has to be
used very carefully:-
I.
Words with different meaning: Some words convey more than one meaning. When the
receiver assigns a different meaning to a word than what the sender intended,
there occurs mis-communication.
II.
Denotation and connotation: Words have two types of meaning = Denotation and
connotation. Denotation is the literal meaning of the words connotation are the
suggestive meaning of the words. Connotation is the suggestive meanings of the
words. Connotation may be positive or negative.
III.
Offensive style of communication: Badly expressed messages lose their impact.
Offensive style of communication leads to communication breakdown causing loss
of time and money.
IV.
Wrong assumptions: Communication should not be based on assumption as it may
lead to wrong interpretation. All possible efforts should be made to clarify
assumptions.
V.
Selective perception: many a time the message is decoded by the receiver in a
way which may be selective. In other words most of the receivers protect their
own interest and expectations leading to a particular type of feed back which
becomes a communication problem.
5. Mechanical
Barriers: Mechanical barriers include inadequate
arrangement for transmission of news, facts and figures. Example poor office
layout and defective procedure and the use of wrong media led to poor
communication.
I.
Information overload: Excess of communication is called information overload.
Brevity is the soul of communication. The receiver cannot comprehend and absorb
beyond his mental capacity. His mind will remain closed for the excess part of
the communication. Therefore one should be brief and to the point.
II.
Loss of transmission: When messages are transmitted from person to person they
are filtered. In other words they are diluted and distorted on the way. In oral
communication about 30% of the information is lost in each transmission.
Steps to overcome the barriers of communication in an organization
In order to
remove barriers to communication an open door communication policy should be
prepared and followed by managers at all levels. The superiors in the organization must
create an atmosphere of confidence and trust in
the organization so that the credibility gap may be narrowed down. Major
efforts in this direction are:
1.
Two-way communication
The organization’s
communication policy should provide for a two-way traffic in communication
upwards and downwards. It brings two minds closer and improves understanding
between the two parties the sender and the receiver. There should be no
communication gap.
2.
Strengthening Communication Network
The communication
network should be strengthened to make communication effective. For this
purpose the procedure of communication should be simplified, layers in downward
communication should be reduced to the minimum possible. Decentralization and
delegation of authority should be encouraged to make information communication
more efficient.
3.
Promoting Participative Approach
The management
should promote the participative approach in management. The subordinates
should be invited to participate in the decision making process. It should seek
cooperation from the subordinates and reduce communication barriers.
4.
Appropriate Language
In communication
certain symbols are used. Such symbols may be in the form of words, pictures
and actions. If words are used, the language should be simple and easily
comprehensible to the subordinates. Technical and multi-syllable words should,
as far as possible be avoided. The sender must use the language with which the
receiver is familiar.
5.
Credibility in Communication
One criterion of
effective communication is credibility. The subordinates obey the orders of
their superior because they have demonstrated through their actions that they
are trustworthy. They must practice whatever
they say. The superior must also maintain his trust worthiness. If the superior
is trusted by the subordinates, communication will be effective.
6.
Good Listening
A communicator
must be a good listener too. A good manager gives his subordinates a chance to
speak freely and express their feelings well before him. The manager also gets
some useful information for further communication and can also have a better
understanding of the subordinates needs, demands etc.
7.
Selecting on Effective Communication Channel
To be effective
the communication should be sent to the receiver through an effective channel.
By effective channel mean that the
message reaches its destination in time to the right person and without any
distortion, filtering or omission.
8.
Preventing Predictable Decision Making Errors
Predictable errors in decision making are preventable errors. And
a few
simple techniques can help in clear of the most
common wrong turns in decision making.
GUIDELINES FOR EFFECTIVE
COMMUNICATION
In any
business environment, adherence to the 7C’s and 4S’s helps the sender in
transmitting his message with ease and accuracy. The 7C’s are as follows:
1.
Conciseness: The message to be communicated should be as brief and concise as
possible. Only simple and brief statements should be made.
2.
Concreteness: Concrete and specified expressions should be used in favour of
vague and abstract expressions. The facts should also be specified. The level
of message of the sender should be according to the receiver’s level of
knowledge, understanding and educational background. Such communication builds
confidence between sender and receiver.
3.
Consistency: Communication approach must have consistency. Excessive vicissitudes
might lead to confusion in the mind of the receiver. All the ideas and points
must work in tandem and form an appropriate sequence. Such communication will
minimise communication barriers.
4.
Correctness: It is mandatory to send the message in a correct manner i.e. it
must have supporting facts, figures, examples etc. This is done to ensure that
if any idea has remained unclear to the receiver he may understand it more
clearly, correctly and appropriately based on the supply of facts etc. The
sender's ideas must be balanced. The most important aspects of the message
should be emphasised for increased attention of the receiver.
5.
Clarity: Clarity of thought should precede a conversation. The message
constructed by the sender should be unambiguous should adhere to a simple
sentence structure. This permits the receiver to understand the message with
little effort. Complete clarity of ideas facilitates ease of comprehension.
Ideas should be conveyed in a manner that they are understood with simplicity.
6.
Credibility: The above-mentioned points prove futile in the absence of the
credibility factor because credibility depends on the trust factor between the
sender and receiver. The sender should exude confidence that the receiver will
receive the message being sent by him. Similarly, the receiver should maintain
constant interaction with the sender and display trust in the sender's
credibility. He should accept the sender's messages as the truth.
7.
Courtesy: Courtesy follows credibility. Results beyond expectation can be
achieved if tact, diplomacy and appreciation of people are woven in the
message. Courtesy in expression is an effective and integral part of business
world. Once the credibility of the sender has been established, attempts should
be made at being courteous in expression. In the business world, being
courteous can pave the way to success.
The
4S’s are as follows: The 4S’s are as important as 7C’s. They also increase the
possibility of effective communication.
1.
Sincerity: Sincerity increases the level of trust between sender and receiver.
The receiver also expects sincerity from the sender. If there is a slight sense
of insincerity in the message and if the observer is keen about the message
then it may affect the communication process.
2.
Strength: The strength of the message depends upon the credibility of the
sender. If the sender himself believes in the message then there is strength
and conviction in whatever he states. Half hearted statements or utterances
that the sender does not believe in pepper the process of communication with
falsehood.
3.
Simplicity: Simplicity of language is a pivotal factor is communication.
Lucidity of ideas, simple words give rise to an unequivocal message.
4.
Shortness: The message must be precise and concise. Brief messages are
transmitted and comprehended more clearly, more effortlessly and are more
effective and economical.