COMMUNICATION

MEANING:
The word COMMUNICATION has been derived from the Latin word communis which implies common. Thus, communication may be defined as interchange of thought and information to bring about mutual understanding. It involves exchange or sharing ideas, opinions and facts between two or more persons. It is the process of conveying written, verbal or gestural messages from one person to another so that they are understood.

DEFINITION:
Communication is the process of passing information and understanding from one person to another. It is the process of impacting ideas and making oneself understood by other.

CHARACTERISTICS OF COMMUNICATION:
Communication is characterised by the following salient features: Communication is essentially a two-process, involving a sender and a receiver. One person alone cannot communicate. There is no communication until the message is received and understood by the receiver. It takes two to complete communication. The message should be interpreted by the receiver in the same sense as intended by the sender. The basic purpose of communication is to create mutual understanding. Therefore, communication is complete only when the message is correctly understood and the response to it becomes known to the sender. The message must have substance. It should contain information or ideas which are of interest to the receiver. It is meaningless to talk about book to a person who cannot read.

 Communication is a pervasive function. It is used by managers at all levels of organization and in all areas of operations. Communication is an on-going process. There must be continuous interchange of messages between people working together in a group. Communication does not mean mere oral or written messages. It includes everything done to convey meaning. Sometimes, the wave of hand, movement of lips, twisting of the face, rolling of eyes or shaking of hands may convey more than a hundred written or spoken words. Speaking, writing, acting and listening, reading, observing or watching is the fundamental aspects of communication.

ELEMENTS OF COMMUNICATION PROCESS:

The communication process consists of the following steps:

 Sender. The person who sends a message is known as the sender or the source. He formulates the message which he wants to convey to others. He initiates the process of communication. The sender or communicator may be a writer, a speaker or an actor.

Message. Message is the subject-matter of communication. It may contain facts, ideas or feelings. It exits in the mind of the sender.

Encoding. It is the act of translating the message into words, pictures, symbols, signs or some other form.

Channel. It is the media through which the message passes from the sender to the receiver. Channel may be formal or informal. The sender may use spoken or written methods. Channel is used for transmission of the message.

Receiver. The person who receives the message is called receiver. He may be a reader, listener or observer.

Decoding. The receiver interprets the message to draw meaning from it. He converts symbols, signs or pictures into meaning. After understanding comes action the receiver does something about the message. If the receiver act in the manner the sender wants, the communication process is successful.

 Feedback. It is the response, reaction or reply by the receiver. It is directed to the sender. When the sender receives the feedback, the communication process is said to be complete.

IMPORTANCE OF COMMUNICATION:
Communication is the part and parcel of the management process. It is an important element of a managers job. It is the responsibility of every executive to develop and maintain a system of communication. Management is a series of communication processes. Communication is the life blood of an organization and no organization can function without effective communication. Sound communication provides the following advantages. Improves managerial performance. Communication enables a manager to diagnose the various problems and to secure information for decisionmaking. A manager explains the meaning and significance of the organizational goals and policies to his subordinates through communication. Facilitates leadership. Communication enables a manager to understand the attitudes, feelings and ideas of his subordinates. The modern concept of leadership exercised through persuasion rather than command places a great premium on communication. Increase job satisfaction. Individuals get greater satisfaction from their jobs when they are told clearly how well they are doing and what they should do to improve performance. Through communication a manager can keep his subordinates informed of the results of their efforts. He can develop their interest and motivation in work by communicating effectively with them. Reduces time and effort. An effective system of communication results in great saving of time and efforts. A manager can keep in touch with his subordinates by sitting in his office. Such economy in time and efforts helps to ensure efficiency and effectiveness in the organization.

 Enhances coordination. Individuals working in an organization perform different activities. It is necessary to integrate and unify these activities and human efforts. Effective communication serves as a cementing force by uniting the members of an organization into a well-knit team. Help public relations. A business enterprise comes in contact with several social groups, e.g., customers, shareholders, government and the public. Public relations are mainly the job of effective communication with the external environment.

ORGANIZATIONAL CHANNELS AND DIRECTIONS OF COMMUNICATION:

A channel of communication is the path through which messages are transmitted from the sender to the receiver. Channels of communication may be formal or informal. FORMAL COMMUNICATION INFORMAL COMMUNICATION OR GRAPEVINE

FORMAL COMMUNICATION: Formal communication follows the routes formally laid down in the organization structure of the enterprise. Formal channels are the paths of communication which are institutionally determined and which are associated with status or position of the sender and the receiver. Formal channels are deliberately created to regulate the flow of communication. Specific channels for exchanging information including social media: Formal channel include publication such as intranets, e-mail, videoconference, web conference, and physical meetings. The company blog is a formal communication channel rapidly growing in use. A point of potential confusion here is that the blog,

a formal channel, is written in a casual, informal way. Blogs were first used by businesses to communicate with customers in a personal, direct manner. The blog communicates professional information, but with a soft, human touch. For example, a product manager for single-use cameras might say, Just the other day, I heard from an off-the-road bike rider, Lily. She carries a few single-use cameras with her to every rally. Lily says she would rather smash one of our cameras than her $600 digital rig. Management by walking around: Management by walking around is the one of the important channel in informal communication. With management by walking around, manager intermingle freely with workers on the shop floor, in the office, with customers, and at company social events. There are three forms of formal communication as it flows in three directions: Downward, Upward and, Horizontal. Downward communication: Downward communication refers to the flow of information from a superior (higher level) to a subordinate (lower level). The purpose here is to issue orders and instructions to the subordinates. It also involves communication of policies, procedures and programmes of the organization. It often takes place in the form of notices, circulars, letters, memos, group meeting, etc.

Upward communication: It implies the flow of communication from lower levels (subordinates) to the higher levels (superiors) of the organization. The purpose of upward communication is to keep the superiors informed about the progress of work and response to the downward communication. It is in the form of reports, suggestions, recommendations, inquiries, appeals, grievances, etc. it enables the top

management to know how well the employees understand the policies and programmes. Management should always encourage upward communication as it helps to improve the morale of the employees and in overcoming resistance to change.

Horizontal communication: It refers to the transmission of information among the positions at the same level of organization. Persons with same status exchange information and ideas for achieving coordination among different departments or divisions. Such communication is also known as lateral or sideward communication. It takes the form of memoranda, letters, telephone talks, face-to-face contacts, and interdepartmental committee meetings.

INFORMAL COMMUNICATION OR GRAPEVINE: Informal communication or grapevine implies communication among people through informal contacts or relations. Informal communication coexists with the formal communication system. It arises from social interaction of people. It is the expression of their natural desire to communicate. Managers may also use informal channels when they find it difficult to collect information through the formal channels. It also helps to satisfy the information needs of employees. It is a powerful medium to transmit messages at great speed. It can transmit confidential information, which is unavailable in formal channels. Informal channels partially replace and often supplement formal channels. As formal channels suffer from delay and distortion in communication, informal channels are preferred according to the nature and importance of messages.

 In the interest of human behavior in organizations, informal channels prove to be more effective with the mental makeup of human beings, while formal channels are rational, well defined, informal channels are more human and homely.

NONVERBAL COMMUNICATION IN ORGANIZATION:

Non-verbal communications include facial expressions, the tone and pitch of the voice, gestures displayed through body language and the physical distance between the communicators . These non-verbal signals can give clues and additional information and meaning over and above spoken communication. 1. Facial Expression Facial expressions are responsible for a huge proportion of nonverbal communication. Consider how much information can be conveyed with a smile or a frown. While nonverbal communication and behavior can vary dramatically between cultures, the facial expressions for happiness, sadness, anger and fear are similar throughout the world. 2. Gestures Deliberate movements and signals are an important way to communicate meaning without words. Common gestures include waving, pointing, and using fingers to indicate numeric amounts. Other gestures are arbitrary and related to culture. 3. Paralinguistics Paralinguistics refers to vocal communication that is separate from actual language. This includes factors such as tone of voice, loudness, inflection and pitch. Consider the powerful effect that tone of voice can have on the meaning of a sentence. When said in a strong tone of voice, listeners might interpret approval and enthusiasm. The same words said in a hesitant tone of voice might convey disapproval and a lack of interest. 4. Body Language and Posture Posture and movement can also convey a great deal on information. Research on body language has grown significantly since the 1970's, but popular media have

focused on the over-interpretation of defensive postures, arm-crossing, and legcrossing, especially after the publication of Julius Fast's book Body Language. While these nonverbal behaviors can indicate feelings and attitudes, research suggests that body language is far more subtle and less definitive that previously believed. 5. Proxemics People often refer to their need for "personal space," which is also an important type of nonverbal communication. The amount of distance we need and the amount of space we perceive as belonging to us is influenced by a number of factors including social norms, situational factors, personality characteristics and level of familiarity. For example, the amount of personal space needed when having a casual conversation with another person usually varies between 18 inches to four feet. On the other hand, the personal distance needed when speaking to a crowd of people is around 10 to 12 feet. 6. Eye Gaze Looking, staring and blinking can also be important nonverbal behaviors. When people encounter people or things that they like, the rate of blinking increases and pupils dilate. Looking at another person can indicate a range of emotions, including hostility, interest and attraction. 7. Haptics Communicating through touch is another important nonverbal behavior. There has been a substantial amount of research on the importance of touch in infancy and early childhood. Harry Harlow's classic monkey study demonstrated how the deprivation of touch and contact impedes development. Baby monkeys raised by wire mothers experienced permanent deficits in behavior and social interaction. Touch can be used to communicate affection, familiarity, sympathy and other emotions. 8. Appearance Our choice of color, clothing, hairstyles and other factors affecting appearance are also considered a means of nonverbal communication. Research on color

psychology has demonstrated that different colors can evoke different moods. Appearance can also alter physiological reactions, judgments and interpretations. Just think of all the subtle judgements you quickly make about someone based on his or her appearance. These first impressions are important, which is why experts suggest that job seekers dress appropriately for interviews with potential employers.

COMMUNICATION BARRIERS
Most people would agree that communication between two individuals should be simple. Its important to remember that there are differences between talking and communicating. When you communicate, you are successful in getting your point across to the person youre talking to. When we talk, we tend to erect barriers that hinder our ability to communicate. There are seven of these types of barriers to effective communication.

1.Physical barriers Physical barriers are easy to spot doors that are closed, walls that are erected, and distance between people all work against the goal of effective communication. While most agree that people need their own personal areas in the workplace, setting up an office to remove physical barriers is the first step towards opening communication. Many professionals who work in industries that thrive on collaborative communication, such as architecture, purposefully design their workspaces around an open office plan. This layout eschews cubicles in favor of desks grouped around a central meeting space. While each individual has their own dedicated work space, there are no visible barriers to prevent collaboration with their co-workers. This encourages greater openness and frequently creates closer working bonds.

2. Perceptual barriers Perceptual barriers, in contrast, are internal. If you go into a situation thinking that the person you are talking to isnt going to understand or be interested in what you

have to say, you may end up subconsciously sabotaging your effort to make your point. You will employ language that is sarcastic, dismissive, or even obtuse, thereby alienating your conversational partner. Think of movie scenarios in which someone yells clipped phrases at a person they believe is deaf. The person yelling ends up looking ridiculous while failing to communicate anything of substance.

3. Emotional barriers Emotional barriers can be tough to overcome, but are important to put aside to engage in conversations. We are often taught to fear the words coming out of our own mouths, as in the phrase anything you say can and will be used against you. Overcoming this fear is difficult, but necessary. The trick is to have full confidence in what you are saying and your qualifications in saying it. People often pick up on insecurity. By believing in yourself and what you have to say, you will be able to communicate clearly without becoming overly involved in your emotions.

4. Cultural barriers Cultural barriers are a result of living in an ever shrinking world. Different cultures, whether they be a societal culture of a race or simply the work culture of a company, can hinder developed communication if two different cultures clash. In these cases, it is important to find a common ground to work from. In work situations, identifying a problem and coming up with a highly efficient way to solve it can quickly topple any cultural or institutional barriers. Quite simply, people like results.

5. Language barriers Language barriers seem pretty self-inherent, but there are often hidden language barriers that we arent always aware of. If you work in an industry that is heavy in jargon or technical language, care should be taken to avoid these words when speaking with someone from outside the industry. Without being patronizing, imagine explaining a situation in your industry to a child. How would you convey

these concepts without relying on jargon? A clear, direct narrative is preferable to an incomprehensible slew of specialty terms.

6. Gender barriers Gender barriers have become less of an issue in recent years, but there is still the possibility for a man to misconstrue the words of a woman, or vice versa. Men and women tend to form their thoughts differently, and this must be taken into account when communicating. This difference has to do with how the brain of each sex is formed during gestation. In general, men are better at spatial visualization and abstract concepts such as math, while women excel at language-based thinking and emotional identification. However, successful professionals in highly competitive fields tend to have similar thought processes regardless of their gender.

7. Interpersonal barriers Interpersonal barriers are what ultimately keep us from reaching out to each other and opening ourselves up, not just to be heard, but to hear others. Oddly enough, this can be the most difficult area to change. Some people spend their entire lives attempting to overcome a poor self-image or a series of deeply rooted prejudices about their place in the world. They are unable to form genuine connections with people because they have too many false perceptions blocking the way. Luckily, the cure for this is more communication. By engaging with others, we learn what our actual strengths and weaknesses are. This allows us to put forth our ideas in a clear, straightforward manner.

OVERCOMING BARRIERS OF COMMUNICATION

Following steps can help us to overcoming the barriers of communication: (1) Clarify Ideas before Communication: The person sending the communication should be very clear in his mind about what he wants to say. He should know the objective of his message and, therefore, he should arrange his thoughts in a proper order.

(2) Communicate According to the Need of the Receiver: The sender of the communication should prepare the structure of the message not according to his own level or ability but he should keep in mind the level, understanding or the environment of the receiver. (3) Consult Others before Communication: At the time of planning the communication, suggestions should be invited from all the persons concerned. Its main advantage will be that all those people who are consulted at the time of preparing the communication plan will contribute to the success of the communication system. (4) Be Aware of Language, Tone and Content of Message: The sender should take care of the fact that the message should be framed in clear and beautiful language. The tone of the message should not injure the feelings of the receiver. As far as possible the contents of the message should be brief and excessive use of technical words should be avoided. (5) Convey Things of Help and Value to the Listener: The subject matter of the message should be helpful to the receiver. The need and interest of the receiver should specially be kept in mind. Communication is more effective in such a situation. (6) Ensure Proper Feedback: The purpose of feedback is to find out whether the receiver has properly understood the meaning of the information received. In the face-to- face communication, the reaction on the face of the receiver can be understood. But in case of written communication or some other sort of communications some proper method of feedback should be adopted by the sender. (7) Consistency of Message: The information sent to the receiver should not be self- contradictory. It should be in accordance with the objectives, policies, programmes and techniques of the

organisation. When a new message has to be sent in place of the old one, it should always make a mention of the change otherwise it can create some doubts. (8) Follow up Communication: In order to make communication effective the management should regularly try to know the weaknesses of the communication system. In this context effort can be made to know whether to lay more stress upon the formal or the informal communication would be appropriate. Similarly, suggestions can be invited in respect of the medium of communication (oral, written and gestural) to know as to which medium would be more effective and appropriate. (9) Be a Good Listener: It is the essence of communication that both the sender and the receiver should be good listeners. Both should listen to the each others point of view with attention, patience and positive attitude. A sender can receive much relevant information by being a good listener.

HOW TO CONDUCT AN EFFECTIVE MEETING

Running an effective business meeting can help your company produce results and meet important goals. To make sure you have an effective meeting, here are some tips on how to conduct effective meetings. 1.Outline your key meeting points with an agenda. An important part of conducting an effective business meeting is meeting planning. Have your key points written or typed out. You can also give the participants a copy of your agenda so that they will know what to expect and they can prepare for the meeting themselves. In your agenda, you should state your goal for the meeting. This should be the main end result you are aiming for, such as coming up with a new idea or discussing an important issue. Try to limit the amount of points on your agenda. You should cover the most important things in your meeting. 2.Follow the agenda when you conduct the meeting.

Make sure to follow your meeting plan. If the meeting starts to go off course or off topic, steer the meeting back to the topic at hand.

3.Start your meeting immediately. Once the meeting time arrives, start the meeting. This will help establish your role as the leader as well as utilize the time you have.

4.Set a time limit for your meeting. Meetings shouldn't run too long; 30 minutes or shorter is a good length. Keeping the meeting short will ensure that you are more efficient and use the time wisely, and your participants will be more focused when they know the meeting is short. When your time limit has run out, end your meeting. You can always cover other points in the next meeting.

5.Encourage the meeting participants to add feedback and input. Ask questions and let people at the meeting volunteer answers. Do not force participation, but gently encourage them to give input. If 1 person comments, guide the others by saying something like, "Well done. Does anyone else have something to contribute," or "Let's hear a suggestion from someone else." Do not call upon those that rarely speak as this may make them feel uncomfortable. Encourage them indirectly by saying, "I value the opinion of everyone here. Does anyone else want to add something?" and glance at the person you want to speak up. He may be encouraged to share his thoughts, and if he isn't, then he hasn't been embarrassed from being called upon.

6.Summarize the key points at the close of the meeting.

Briefly go over what was discussed so that the participants will leave with it in their mind. Give out any assignments or instructions before closing, and end on time. Be sure to thank everyone for their attendance and participation