UNIT 16

Communication
Meaning

The word communication has been derived from the Latin word communis which means common. Communication, thus, is the process of sharing facts, ideas and options in common. Communication is said to take place when an individual conveys some information to another.The person conveying or sending the information is called the sender or the communicator and the person receiving the information is called the receiver or the communicatee. The information conveyed is known as the message. The act of conveying the message is called transmission. The reaction of the receiver to the message is what is called response.

Definitions of communication
Given below are some of the important and interesting definitions of communication; Communication is the process of passing information and understanding from one person to another- Haimann. Communication is the sum of all the things one person does when he wants to create understanding in the minds of other- Allen. Communication is the exchange of facts, ideas, opinions or emotions by two or more person Newman and summer. Communication is the transfer of information from one person to another whether or not it elicits confidence but the information transferred must understandable to the receiver G.C.Borwn. Communication is an intercourse by words, letters, symbols or messages. And is a way that one organization member shares meaning and understanding with anotherKoontz and O Donnell.

Communication is the intercourse by words, letter or messages, intercourse of thoughts or options- F.G.Meyer. Communication is the process of conveying messages (facts, ideas, attitudes or options) by one person to anther so that they are understand M.W.Cummin.

Nature of communication
The following characteristics of communication explain its nature: 1. Two way process Communication can take place only; when there are at least two persons. One person has to convey some message and another has to receive it. The receiver, however, need not necessarily be an individual. Information maybe conveyed to a group of persons at a time. For example, in a classroom, the teacher conveys information to a group of students. If the receiver needs any clarification, he can ask the sender of message immediately in the in the case of face-to-face or telephonic conversation. Communication may also be sent by means of letters, circulars etc. If a letter or as per the mode desired by him or by the sender. 2. Knowledge of language- For communication to be successful, the receiver should first of all understand the message. For example, if the receiver cannot understand English and the sender of message conveys his ideas in English, the communication will be a failure. 3. Meeting of minds necessary The receiver must understand the message in the way the sender wants him to understand. For this consensus is required. Consensus is nothing but identity of minds. If weekly target announced by a supervisor is misunderstood by a worker as monthly target, there is lack of consensus. Inattention, poor vocabulary, faulty pronunciation etc., he may not show any interest. 4. The message must have substance- the message has substance only if the receiver shows interest in the subject matter. In other words, the sender of message must have something really worthwhile for the receiver. For example, if

certain botanical names are explained to a student learning commerce, he may not show any interest. 5. Communication may be made through gestures as well Communication need not necessarily be made orally or in writing. Certain gestures or actions may also convey ones willingness or understanding of a given problem. Nodding of heads, rolling of eyes, movement of lips etc., are some of the gestures normally used to convey certain ideas. 6. Communication is all- pervasive- Communication is Omni-present. It is found in all levels of management. The top management conveys information to the middle management and vice versa. Similarly, the middle management conveys information to the supervisory staff and vice versa. There is flow of communication in all directions in a workplace. 7. Communication is a continuous process- In any workplace someone will be conveying or receiving some information or the other always sharing or exchanging information is an on going activity. A long as there is work personal, official or unofficial, there will be communication. 8. Communication may be formal or informal- Formal communication follows the hierarchy- the official channel established. For example, if a worker wants to convey any information to the production manager, he can do so only through the foreman. He cannot bypass the foreman and have direct contact with the production manager. Informal communicating does not follow the official channel. It allows any individual to convey information t anybody else freely without having to bother about the hierarchy.

Important of communication The importance of communication is explained below:

1. Helps in planning- Communication helps to prepare better plans for the enterprise. The views and suggestions of the employees, clients, suppliers etc., are received and the same are incorporated in the enterprise plans. 2. Vital for decision-making The information necessary for decisions- making is made available through proper communication. For example decision on production is made after receiving information from the stores on the stock of materials available nad from the marketing department on the extent of demand. 3. Facilitates delegation- Delegation of authority by a superior to his subordinates will not be possible without proper communication. The superior must first of all assign work to his subordinates and give them the requisite authority to carry out their duties. This cannot be done without effective communication. 4. Facilitates effective leadership- As a leader, the manager will be able to guide his subordinates well only through proper communication. When the subordinates have work related problems, they have to necessarily approach their superior for assistance. If the manager is a man of few words, he will not be able to offer much help. 5. Helps to motivate- Assignment of work and delegation of authority alone will not be enough to get things done by the subordinates. They need to be constantly motivated to perform well. It is the duty of the manager to induce and instigate their subordinates to do their best. This will not be possible without proper communication. 6. Helps in co-ordination- Although the activities performed by different individuals and departments are different, they are directed towards the attainment of the enterprise goal. It is, therefore, necessary that there must be a proper link between all such activities. The necessary link is provided by co-ordination. Coordination is not possible without co-operation. To secure co-ordination and cooperation, there must be proper communication relationship between the different individuals and the departments.

7. Aid to job-satisfaction- If a subordinate gets proper guidance from his superior, is able to contact his superior in times of need, has the requisite authority to carry out his tasks and is able to share his thoughts freely with ;his colleagues, it should mean that the organization must have a proper system of communication. Such an employee is bound to have greater job-satisfaction. 8. Helps to save time and effort- It is possible to save time and effort by using effective means of communication. For example, if the general manager of the concern wants to announce a decision to all the employee, he can just send a circular. The same may also be displayed in the notice board. 9. Aid to public relations- Every organization has to maintain cordial relations with the members of the public. Many persons may visit an enterprise everyday. They include customers, creditors, shareholders, Government officials and so on. The public Relations Officer must receive them and also attend to their needs. Communication plays a significant role in all such activities.

Elements of communication

The process of communication involves the following elements: 1. Communicator or sender- He is the person who sends the message. 2. Message It is the subject matter of communication. It may consist of certain facts, ideas, opinions etc. 3. Encoding - It is the practice of translation the message into suitable signs, symbols, etc., for the purpose of transmission. 4. Transmission It is the act of sending the message. 5. Channel- It is the medium through which the message is sent to the receiver. The channel may be formal or informal. The method of communication may be oral or written. 6. Receiver or communicate- He is the person who recei9ves the message.

7. Decoding It is the act of converting the signs, symbols etc., into meaningful statements. 8. Feedback- It is the reaction, response or reply by the receiver. The communication process is complete when the sender gets feedback form the receiver.

Types of communication
Communication may be classified into the following types: Based on Relationshipsi) Formal and informal. Based on its relationships-i) Upward, ii) Downward and iii) Sideward. 1. Based on the method used- i) Oral, ii) written and iii) Gastrula.

Formal communication
It is the outcome of formal organization. It follows the hierarchy. Policy manuals, orders, circulars, notices, etc., are some of the example of formal communication. Certain circulars may be sent to the heads of departments alone while others may be sent to all the employees of the concern. Certain notices may be displayed in the official notice board.

Features of formal communication

1. It follows the hierarchy (the scalar chain). 2. The information is always authentic. 3. It is always in written form. 4. It is binding on the receiver. 5. Proof of receiving the information is obtained.

Merits of formal communication

The following are the advantage of formal communication

1. It is official and therefore reliable. 2. It is proper and systematic. 3. It fixes responsibility on the sender as well as the receiver. 4. It is possible to locate the source of information. 5. It serves as evidence in future.

Demerits
The following are the limitations of formal communication 1. It is slow. Usually formal communication reaches the person concerned only at the last minute. 2. It establishes only impersonal link with the receiver and therefore lacks personal touch. 3. Sending formal communication requires the preparation of reports, circulars, notices etc., which involves lot of work. 4. There are procedural hurdles too in sending formal communication. The matter needs to be typed out and signed by the proper authority. Typographical errors may creep in. the necessary papers may also await the competent authoritys signature.

Informal communication
Informal communication is the result of casual or personal contact between the individuals in an organization. The information reaches different individuals in the organization in to time. The news spreads like fire. Informal communication is also known as grapevine as it spreads in the manner the grape plant (which is a climber) does.

Any information that unofficially reaches an employee is known as informal communication.

Characteristics of informal communication

The important characteristics of informal communication are given below:

1. It is usually transmitted. 2. It does not follow the scalar chain. 3. It is not binding on the receiver, as the information is not officially received. 4. Proof of receiving the information is not available. 5. It usually precedes the formal communication.

Merits of informal communication

The advantages of informal communication are given below:

1. It is fast. 2. There is free frank expression of views. 3. It has personal touch that formal communication lacks. 4. It provides mental relief to employees who await a formal announcement.

Demerits
The following are some of the drawbacks of informal communication:

1. It gives scope for rumors to spread in the organisation. 2. The information is not authentic. The employee, therefore, cannot act on the basic of information received unofficially.

3. As the news passes through different individuals in the organization, it may also get altered or twisted. 4. Its origin cannot be traced. 5. It leaks out information that should be kept confidential.

It may be said here that informal communication cannot be totally done away with in a workplace. Informal communication, no doubt, cannot be a substitute for formal communication. It can, at least supplement it.

Upward Communication
It takes place when a subordinate conveys some informal to his superior. This happens when a subordinate wants to account for his performance or has a request or complaint to make.

Upward communication may be explained by means of a simple diagram:

Downward communication
It takes place when a superior conveys certain information to his subordinate. The need for such communication arises when a superior wants to give certain orders and instructions to his subordinate. Downward communication is explained by means of a simple of a simple diagram below.

Sideward communication
It makes place when the executives or subordinates operating at the same level exchange information. Such communication may be necessary to secure better coordination between the individual and the department. This has been explained below with a diagram:

Oral communication
Verbal transmission of information is what is called oral communication. It usually takes place in any of the following ways:

1. Face-to-face conversation- It takes place when two or more persons are in casual
conversation.

2. Meetings- Meetings are arranged to discuss certain issue. In an organization

meetings are organized by executives, subordinates or by both to discuss workrelated issues.

3. Conversation through telephone or mobile phone- The important of telephone or

mobile phone in communication is known to everyone. It makes it possible to talk to anybody in any place and at any time. The only requirement for telephone conversation is that the communicate must have access to phone.

4. Intercom-Modern business concerns have intercom facility that enables an

employee to talk to any other employee who is working within the same premises.

5. Internet-Chat- The revolution in electronic media has now given us the facility of
what is called Internet-Chat. For such a facility, both the communication and the communicatee must have access to a computer that has internet facility. Headphone-Mike, of course, is also required If a web-camera is used by both the persons, they will also be able to see each other on the monitor screen as they talk.

Evaluation of Oral Communication Merits

The following are the advantages of oral communication:

1. As the communicator and the communicatee are directly involved in conversation

at the same time, it is possible for both to freely exchange their ideas. Oral communication, thus, is very effective.

2. It is the fastest method of conveying information. The essence of even a 500- page
report may be conveyed orally in just 15 minutes.

3. Oral communication is not expensive. Face-to-face conversation, informal

meetings etc., do not involve any expenditure. Telephone or mobile phone can also be economically used to derive maximum benefits.

4. It is possible to obtain clarification immediately if, during the conversation, either

of the parties has any doubt.

5. Each party to the conversation can see the reaction of the other to any message
immediately and can make suitable modifications toe please him

6. Through oral communication it is possible for a manager to prompt his

subordinate to work fast. This he can do as and when necessary.

7. Oral communication is ideal when it is necessary to address thousand of persons

at a time. Public meetings offer a good example.

8. Oral communication provides of greater flexibility, as it is always possible to

modify or withdraw statements. Such an advantage provides scope for a free discussion of any issue.

9. When it is necessary to resolve a conflict between two parties, oral

communication is the most suitable method. Any dispute can be resolved through dialogue.

10. Oral communication is also ideal when it is necessary to arrive at a quick decision
over a proposal. For example, to finalise a business contract, there cannot be a better method than verbal communication to arrive at a decision.

Demerits
The following are the drawbacks of oral communication:

1. The effectiveness of oral communication depends much on the ability of the communicator to convey his ideas. If he is not able to express well, the receiver may get confused. 2. Verbal communication cannot be preserved for future reference. There is also no evidence to what has been orally conveyed unless the same is video/tape-recorded which way not always be possible. 3. Information orally conveyed may be altered or twisted while reporting. 4. Oral communication may not be suitable for all situations. For example, when an investigation has to be conducted, the investigator will be required to prepare a detailed report on his findings and submit the same to the authority that has appointed him for the purpose. 5. The distance between the sender and the receiver may come as a barrier in certain cases particularly if the receiver is at a place where there is no telephone service. 6. Oral communication may be misunderstood particularly when there is no mutual trust and confidence between the sender and the receiver. 7. Lack of interest or inattention on the part of the receiver may make oral communication a failure.

Written Communication
It is a method of communication by which the communicator establishes a direct contact with the communicatee through written documents. It is a formal method of communication. The following documents are usually involved in written communication i) ii) In case of downward communication Notice, Circulars, orders, Policy In case of upward communication- Periodic reports on the work done by subordinate.

Evaluation of Written Communication

Merits
The following are the advantages of written communication: 1. Distance is not a barrier at all in case of written communication. A letter or notice cab be sent to any one living in any part of the world. 2. Written communication can always be preserved for future reference. 3. It can be produced as evidence in any court. 4. The sender can carefully prepare the written statements. If necessary he can even seek the help of those who are good in drafting letters, circulars etc. As result, written communication is sure to be more clear and accurate. 5. The receiver of communication can spend some time on the papers sent to him and try to grasp the subject matter which advantage is not available in case of oral communication. 6. As the receiver has sufficient time to study the subject matter and respond, his response is sure to be much batter. 7. Written communication is ideal where it is unnecessary to have direct contact with the receiver. For example, if an employer wants to place an employee, who is shirking duties, under suspension, he can just send the suspension order by post or though a messenger.

Demerits
The following are the limitations of written communication: 1. Preparation of written communication is a time consuming affair.

2. There may also be delay in the letter or circular reaching the receiver.

3.

In case the receiver requires any clarification, it may not be readily available. He has to contact the sender either personally or over phone.

4. It is difficult to make amendment to written communication. 5. Written communication has to pass through many hands and therefore it is very difficult to maintain its secrecy. 6. It is not possible for the sender of the message to know the reaction of the receiver at once. 7. If the letter, circular, notice etc., is written using tough vocabulary, the receiver may be able to understand the message. The same is true if the letter, circular etc., is badly written. 8. As written communication is too formal in nature, it lacks personal touch.

Gestural Communication
Gestures are nothing but actions such as nodding of head, rolling of eyes, movement of lips, ete., to convey some idea. Handshake is the most popular and accepted gesture to indicate goodwill and faith.

Distinction between Oral and Written Communication

Oral Communication 1. Messages transmitted. are verbally 1.

Written Communication Messages are transmitted in writing.

2. Message cannot be preserved for future reference. Video/tape

2. It is easy to preserve message for future reference.

any

recording cannot be done in all cases. 3. 3. It is not possible to verify the correctness of what has been orally stated. 4. It is suitable to convey any 4. It is suitable to convey any information unofficially. 5. Message exchanged. 6. Evidence is available that can be 6. Evidence is not available. produced even in a court. can be quickly 5. It is a time consuming affair. information officially. It is possible to verify the correctness of what has been committed in writing.

7. It is difficult to determine the origin of the message, i.e., who has first made the statement. 8. Responsibility cannot be fixed on anybody on what has been said orally. 9. Physical distance between the sender and the receiver is 9. Physical distance is not a barrier at all. 8. Responsibility can be fixed. 7. It is easy to determine the origin of the message.

generally seen as a barrier. 10. It is economical.

10. It is expensive.

Barriers to Effective Communication

The various barriers to communication may be grouped under the following three categories:

i) ii) iii)

Personal barriers. Technical or Mechanical barriers. Organizational barriers.

Personal Barriers
These barriers are the result of the personal problems of the communicator and the communicatee. These are: 1. Lack of command over language- If a person is poor in conveying his ideas verbally or in writing owing to lack of command over language, the communication will be a failure. 2. Lack of self-confidence- If a person lacks-confidence, he may not be able to convey his views with conviction. 3. Lack of good vocabulary- A person who lacks good vocabulary will convey in a sentence what can actually be conveyed in a word. 4. Lack of Fluency Some persons will not be able to speak fluently. Such persons fumble while speaking and as a result may not make a good impression on the listener. 5. Illegible handwriting Some persons cannot write legibly. Because of bad handwriting the receiver may not be able to make out anything from the letter or notice sent to him. 6. Lack of tonal control- Sometimes a person may have a good command over language but may not be able to have proper tonal control i.e., adjust his tone according to the audience. 7. Lack of attention or interest- I f the individual is inattentive or does not show interest in the subject matter, the purpose of communication will be defeated. 8. Tendency to make premature conclusions- If any party to a communication has the tendency to arrive at premature conclusions without getting the complete details, it will result in failure of communication.

9. Lack of confidence in the other party- Communication will be ineffective if the sender lacks confidence in the receiver and vice versa. 10. Improper state of mind When a person is mentally upset or emotionally disturbed, he may not be in a position either to convey or receiver any message. 11. Faulty pronunciation Some persons cannot pronounce certain words properly, e.g., words with sh sound (cash, wash etc.) 12. Limited retention capacity- Retention capacity varies from person to capacity than those with poor memory. This fact must be borne in mind by the person communicating.

Technical or Mechanical Barriers

These barriers are the result of faulty communication system. These are:

1. Distortion- It affects the free flow of communication. In case of telephone conversation, cross-talk can lead to distortion. Bad signal can result in distortion when a mobile phone is used. When a person uses a mike in a meeting, electrical disturbance may also lead to distortion. 2. Filtering By filtering we mean that as the message passes through different individuals in the communication channel, it may be altered or twisted by the persons operating at different levels in order to derive certain personal gain. This happens mainly because of the long chain of communication. 3. Overloading- The system of communication has its own capacity to receive and transmit information. If it is overloaded with lot of information, it cannot handle the same effectively. For example, the hard-disc in the computer has its own storage space. Likewise, the floppy disc can also store only limited data. Even while sending information by Internet, one should know that there is a limit to the volume of information that can be sent at a time.

4. Faulty equipment-Communication also gets affected due to any fault in the equipment. For example, if the telephone or the fax machine is out of order, it will affect transmission.

Organisational Barriers
These barriers are the outcome of certain organizational problems. These are: 1. Inadequate facilities- In the past it would have been possible for business concern to rely mainly on telephone for conveying and receiving information. A contemporary organization is expected to have a number of devices for communication such as fax and Internet. All the executives shall be provided with pagers and /or cell phones so that they can contact and be contacted wherever they are. An organization that is not properly equipped with the necessary communication devices cannot effectively handle communication. It is also necessary to organize meetings and conferences at regular intervals to hear complaints and suggestions. 2. Too much reliance on formal communication- Formal communication makes it necessary to strictly adhere to the scalar chain or hierarchy. This results in delay in sending or receiving any information. Informal communication or grapevine may be used fruitfully to send or receive any important message in the interest of the organisation. Rigidity in communication procedures should, as far as possible, be avoided. 3. Status patterns- The executives, by reason of their position in the organisation. Enjoy greater comforts than the subordinate in terms of separate air-conditioned

cabin, personal phone, special furniture and so on. Such a demarcation distances the subordinates from the superior and also widens the communication gap. 4. Procedural delays- Unwanted procedures laid down in certain organizations contribute to delay in sending and receiving information. This may, sometimes, defeat the purpose of communication.

Measures to overcome communication barriers

The following measure may be adopted to overcome communication barriers:

1. Overcoming personal barriers- The personal barriers mentioned earlier have to be overcome by individuals by improving their vocabulary power and fluency, gaining self-confidence and so on. For this, they can even undergo a short-term course in communication. 2. Shorter communication channels- A long channel of communication only leads to delay in sending or receiving any information. This will prove to be detrimental to the interests of the organization when there is delay in receiving certain important message. Further, a long channel gives scope for such problems as filtering. A shorter channel not only helps to avoid delay but also keeps the information intact. 3. Direct contact- Wherever necessary, it must be possible to establish direct contact with the employees, shareholders, customer, creditors and so on. This will provide scope for personal touch, which is very important for communication to be effective. 4. Use of electronic devices- Business communication, in the present days, relies heavily on electronic devices. Every contemporary organization should, therefore, employ all such devices like fax machines, computers, mobile phones, pager, etc., in addition to the conventional telephone so as t o make the system of communication efficient and effective.

5. Use of grapevine- There is always delay in sending and receiving formal communication. To overcome such a problem, informal communication or grapevine should be used wherever necessary to have quick access to information. 6. Removing mechanical defects- All the mechanical devices used for communication including the telephone should be kept in proper working order. 7. Feedback- It is a technique used in communication to ensure that the message has been correctly received. The person sending the message can, for example , ask the receiver certain questions pertaining to the message conveyed to make sure that the receiver has clearly understood the message. 8. Development of listening habit- Both the parties in the communication process should make it a point to carefully listen to each other. If one person is not letting the other to talk or frequently interrupts, communication cannot be effective. 9. Organising frequent meeting and conferences- In any organization. Steps must be taken to organize meetings and conferences at regular intervals. Such a step will provide scope for the managers and subordinates to express their views on important issues. 10. Mutual trust- Last, but not the least, effective communication requires an atmosphere of trust and confidence between the superiors and subordinates. Only then any message will be sent and received with a feeling of goodwill.