Communication Skills Part 1

What is Communication? Communication is exchange of information, ideas, data, feelings, insights etc. between two or more persons for some mutual benefits and that has some definite objective. You get into the process of communication when you talk to somebody, send an email, make a telephone call, give a presentation, participate in a group discussion, prepare your resume, appear for an interview, interact with somebody on the social networking site, get angry with somebody, nod your head etc. etc. The list of examples can be endless. However, these examples certainly tell you about the all pervasive nature of communication. This also tells us how important communication is in our life. Business communication Effective communication is extremely important in a business organization. Any kind of misunderstanding because of poor communication may cause huge losses to business houses. Therefore, as the students of management you must know all the nuances of business communication. You may be expert in your chosen field of finance or marketing or operations etc but all that will be of no use unless you are able to effectively express yourself. Therefore, for every business manager or a leader it is of utmost importance to be very good at communication skills. The Process of Communication As stated in the first paragraph the process of communication takes place between two or more people where one or more persons communicate something (sender) and another one or more persons receive that communication (receiver). Students may wonder how more than one person can send communication at a time. A simple example can clear this doubt. When a person gives a speech and at the end of it all the people sitting in the audience clap they, in fact, are sending a message to the speaker that they are happy with the speech. So the clapping is also a form of communication. This process of communication has six steps 1. As a first step the sender generates some idea or has some information which he wants to share. 2. Then he encodes the idea or information. Encoding is simply structuring or formatting the information in a way it can be understood by the receiver. 3. After encoding the sender transmits or sends the message. 4. As a fourth step the receiver receives the message. 5. After receiving the message the receiver tries to understand the message which is called decoding the message. 6. After understanding the message the receiver gives feedback the sender. This feedback is a confirmation for the sender that the receiver has received the message and he has understood it. Types of Communication in an Organization 1. Internal and external: When the process of communication takes place within an organization where the sender and receiver, both, are inside the organization then this communication is called internal communication. This happens between two departments or two executives or from superior to subordinate or vice-versa.

When communication goes from an organization to some outside entity then it is called external communication. Communication going to suppliers, customers, government departments etc falls in this category. 2. Formal and informal communication: When communication flows through the formal organization structure it is called formal communication. In this case formal working relationship among people is given due respect. Informal communication is not within the defined organization structure. People sitting in the canteen and communicating is an example of informal communication. Even discussing something in the office but not in a formal setting is also an informal communication. It is not necessary that informal communication is always unofficial. Even official communication can be done in an informal manner. One form of informal communication is called grapevine. In grapevine one person talks something informally to one or more people. These people, in turn, convey that message informally to many other people. This chain continues. 3. Downward, upward and lateral: When communication flows from higher authority to a lower person then it is called downward communication. In other words communication from superior to subordinate is downward communication. Communication in reverse order i.e. subordinate to superior is called upward communication. When communication goes from one department to another department or flows between two executives who are on the same hierarchical level then it is lateral or horizontal communication. Why Business communication is unique or important? In todays business world communication has a unique place. If the communication is not effective then there may be serious misunderstandings among people. This may lead to permanent interpersonal problems in an organization. If the interpersonal relations are not sound then there cannot be any team work and there will always be an atmosphere of suspicion. In any kind of business organization communication is important but especially, where the organization believes in modern management practices and use of modern technology the communication assumes a unique place. Some of the important reasons are as follows: 1. The Increasing Value of Business Information: In todays business world information has been recognized as one of the important resources like man, machine and material. Without the availability of correct and timely information business executives cannot make effective decisions. Information has to be collected, analyzed and communicated. Without communication no piece of information will be of any use. 2. The Globalization of Business and the Increase in Workforce Diversity: Because of expansion and globalization of business people from different countries, religions, castes, communities, languages come together to work. When people from different cultural background work in a team the success of the team depends on how well they understand each other. To achieve a better level of understanding it is necessary that they communicate with each other properly. Here communicating properly means understanding and respecting each others culture, systems, traditions, customs etc. while talking to each other. 3. The Pervasiveness of Technology:

Technology plays a very vital role in communication in modern organizations. Without using technology one may find himself left behind others. Therefore, understanding technology and continuously improving these skills has become necessary. Whether we talk about computers or mobile phones or video conferencing; all are modern technological devices used for communication. 4. The Evolution of Organizational Structures: With the changes in human thinking, new research etc. the organizations are continuously changing in terms of their working styles and structures. Until few years back tall organizations were very common in most of the organizations. But now the trend is towards flat organizations. When the structures change the way in which you communicate also changes. Therefore, people need to understand how to communicate in the atmosphere of a continuous change. 5. The Growing Reliance on Teamwork: These days organizations expect their employees to prove themselves as good team players. In most of the companies where targets are set for the employees they are not set only for individuals but they are set for teams as well. One has to focus more on the targets of his team rather than his personal targets. To work in a team effectively the communication skills are of paramount importance. A person weak in communication will also be an ineffective team player. 6. Others: Communication, if done, effectively helps in better customer relations, better employee relations, increased productivity, lesser misunderstanding, quicker problem solving, better quality of documents, effective decision making, better professional image etc. Communication Medium and Channels Many times confusion prevails about the meaning of channels and medium of communication. However, we should be clear that there are three media of communication and there can be any number of channels. The media of communication are: A. Verbal B. Non-verbal The verbal communication is further classified as a. Oral b. Written Thus, finally we can say that there are three media, namely, oral, written and non-verbal. As far as channels are concerned, there can be many channels. For example, one-to-one, one-to-many, telephone, email, news paper, television, news letter, letters, memos, circulars etc. etc. For an effective communication it is necessary that the selection of the medium and channels should be done very carefully. Obstacles in Communication Many a times communication dose not achieve its purpose and the time and effort invested in communication also go waste. This happens because of many possible problems or hurdles or obstacles in communication. Some of the common problems are as under 1. Differences in Perspective:

When the perceptions of the people engaged in communication do not match then it creates confusion or misunderstanding. Perception of a teacher and her student differ. Perception of parents and their children differ. Perception of a boss differs from that of his subordinate. All these differences create a wall between the people and they are not willing to accept each others views. In this case even the best of communication fails. 2. Differences in Knowledge Level: When the CEO of a company talks to the workers of his company he does not get across. The reason is that he cannot go down to the level of workers nor the workers can up to his level. The difference in knowledge level is not only the difference between a highly qualified person and an illiterate person. This difference is also because the people come from different educational background. A lawyer and a chartered accountant may look at the same problem from two different angles. An engineer and an MBA may approach the same problem from two different directions. 3. Lack of Common language: Common language does not only mean two different languages but it also means the way in which people use these languages. For example, people use short forms or acronyms which are not commonly used or known. Using jargon is another such problem. Sometimes words have different meanings in different countries. In India if we say my cars dicky is full, it would be understood by an Indian but not by someone from the USA or UK. In India we use lakh and crore as part of English language. But these words would not be understood by a foreigner. These days generation Y uses SMS language which many times may not be understood by middle aged or senior people. 4. Tendency to Stereotype and Jump to Conclusion: Sometimes we form opinion about people based on our experience with them and that opinion continues even when we talk to these people. For example, politicians are always corrupt and dishonest, teachers are always strict, government officials are corrupt and not dedicated etc. When we deal with people about whom we have formed some opinion we deal with them under that influence and jump to conclusions without even listening to them completely. 5. Strong Emotions: Many times our emotions do not allow us to get a clear picture. When we are very angry with someone for some reason we try to find fault with that person instead of giving him a chance to explain or listening to him with an open mind. If we love someone we like or accept everything that person says even if that is not very sensible. If we are not in a good mood because of some reason we do not pay attention to what people talk to us and therefore, we do not fully understand that communication. 6. Self-centredness: Many people think whatever they say is liked or appreciated by others, therefore, they go on and on without realizing that people are getting bored. Some people think that whatever they like everybody likes. When your friend shows you the pictures of the wedding reception of his brother he thinks you are enjoying. But you do not know anybody in those pictures therefore, you do not really enjoy that session. 7. Laziness: Communication is a very difficult task though some people do not think so. As a result they do not plan in advance what they want to communicate. This makes their communication very haphazard and unsystematic and the listeners do not understand anything what the speaker speaks. 8. Difference in Status:

If two people communicating with each other work on two different levels in the hierarchy then this may sometimes create a natural gap. The superiors ego may stop him from talking freely to his subordinates. The subordinates may sometimes hesitate to speak to their superiors. These feelings may many times distort the meaning of what people want to say. 9. Incorrect Medium or Channel: If we choose an incorrect medium or channel of communication then it may create serious problems. A communication which requires a written note cannot be very effective if it is said orally. If we send an SMS to an old person who is not very comfortable using cell phone then the message will not be recived successfully. 10. Physical Distractions: The atmosphere in which we sit and communicate is not comfortable, it is not lit properly, the temperature is not maintained through ACs, outside noise creates disturbance then the people sitting there will not be comfortable and therefore, will not be able to concentrate. Sometimes some people in the audience do not have patience and start chit-chatting. This will also create a disturbance for those who want to pay attention. These kind of physical distractions sometimes are also responsible for distortion in the communication. How to Ensure a Perfect Communication 1. Get to Know the People We Communicate With: As we have seen the people who communicate with each other may have different perceptions, different knowledge level, they may not use the language as it is understood by others. For all these reasons there may be some distortions in communication. If we want to avoid that then it is recommended that we should try to understand the people before we start communicating with them. 2. Learn to Look at Things from Others Perspective: This is called empathizing. When we put ourselves into the other persons shoes we learn to see things from his perspective. This helps us in knowing that person well. This helps us in avoiding any kind of misunderstanding. If bosses and their subordinates try to understand each others views then the work places will really become great. 3. Seek and Offer Feedback: Many a times the point made by one person is not clear to another person. In such situation instead of deriving any wrong meaning the person should try to clarify. When we talk we should ask for feedback to ensure that the other person has understood the point what we wanted to communicate. Similarly when we listen we should offer feedback to ensure that we have understood the point correctly which is made by the other person. 4. Choose the Right Medium and Chanel: Selection of wrong medium and channel may also sometimes create communication gap. When it is required that a superior should call and counsel his subordinate personally then he should do that instead of sending a long email. This will not have the desired effect. Similarly, if it is required to send a written memo then an oral communication cannot be a substitute for that. 5. Talk Less, Listen More: This is a very basic principle of an effective communication. Some people are so fond of talking that they do not give chance to others to speak. Because of this habit many times they interrupt the other person

while talking. Nobody likes or appreciates such people. We should always encourage others to talk and make them feel that we are listening to them very carefully. This will create a very strong goodwill. People will like to communicate with each other when they know that they are heard. 6. Mind Your Tone: One should be very careful about his tone, body language, voice etc. while communicating. It is said that how we say is more important than what we say. Even if we use very strong words but with a proper tone then it would not hurt the receiver whereas, very soft words may hurt people if said very rudely. Also, we should remember that tone is not important only in oral communication but it is equally important even in written communication. 7. Plan Your Communication Carefully: We should try to know in advance the people with whom we are going to communicate, their background, their likes and dislikes, our objective, the place, the environment etc. After collecting this information we should put our thoughts together before we start communicating. Lack of planning always carries a risk of failing. 8. Ethical Communication: Some people like to talk vague. They use words or language which can be interpreted in different ways. Such communication is never clear. What we talk should have only one clear meaning. If we are doubtful then we should try to clarify. Unethical communication may also include deliberately passing wrong or distorted information. Unethical communication may make people very angry therefore, it should be avoided at any cost. 9. Complete Communication: One should be careful about sending a complete message to the receiver. A complete communication is one which includes all the required information. Since the mental framework of sender and receiver of the message is most of the times different, the sender should try to find out what information is required by the receiver. He should include all that required information. Sometimes if the communication is done hastily, there is a strong possibility of some of the important facts getting omitted. 10. Concise Communication: Communication should always be very precise and concise. Concise communication means that it should be to the point, it should not be too wordy, it should not carry unnecessary information and finally, what one has to say should be said in the fewest possible words. One should not be confused that a concise communication may not be complete. Concise communication only suggests that whatever we have to say we should be able to say that in brief so that we do not waste the time of the receiver. In fact, making your communication concise is an art and requires a lot of practice and effort. 11. Concrete Communication: Concrete communication is very clear, specific and definite. It should not be vague or unclear. There are two types of words denotative and connotative. Denotative words have only one dictionary meaning and cannot be misinterpreted. Connotative words are open to different interpretations because they may take different meanings depending on the context in which they are used. One should always try to use denotative words to keep the communication concrete. If it is necessary to use connotative words then it is better to make the intention or meaning clear. 12. Correct Communication:

Communication should be correct in all respects. The language, grammar, punctuation marks, spelling, figures and facts etc. should all be very perfect. Any kind of mistake may also change the meaning of the message. A poorly drafted message or a message with error will leave a very negative impact on the receiver. =======