Communication-A mode of Advancement

Respected Madam, The Project has been done strictly according to the guidelines given by you. An attempt has been made to make the project informative by the use of proper texts, charts, diagrams, etc. I have tried my best to keep the project away from irrelevant materials. Simple language has been used to make the project easily understandable.

Submitted By: Saurav Singhal B.Com 1 Sec. C Roll No. 948

Submitted To:
Mrs. Jaspreet Kaur, Department of English.

Great care has been taken to make this project error free, but due to human error, some mistakes might have crept in and I apologize for that.

Communication-A mode of Advancement

I would lastly like to thank our Librarian for providing me with necessary books and materials. I hope that my project will be appreciated. Thanking You, Yours Sincerely, Saurav Singhal, B.Com I C Roll No.948.

Communication-A mode of Advancement

Meaning and Definition

1.Meaning 2.Definitions

4-5
4 5

Importance
1.Smooth Working of a Business Firm 2.Basis of Managerial Function 3.Maximum Production at Minimum Cost 4.Prompt Decision and its implementation 5.Building Human Relations 6.Job Satisfaction 7.Avoids Illusion 8.Contacts with External Parties

5-8
5 6 7 7 7 7 8 8

Forms of Communications
1.One way and Two way communication 2.Verbal and non-verbal communication 3.Formal and Informal Communication

8-9
8 8 9

Communication Network
1.Formal Communication 2.Informal/Grapevine Communication

9-12
9 11

Communication Barriers
1.External Barriers 2.Organizational Barriers 3.Personal Barriers

12-16
12 14 15

Conclusion Bibliography
Communication-A mode of Advancement

17 18

Meaning:
Communication is the nervous system of an organization. It keeps the members of the organization informed about the internal and external happenings relevant to a task and of interest to the organization. It coordinates the efforts of the members towards achieving organizational objectives. It is the process of influencing the action of a person or a group. It is a process of meaningful interaction among human beings to initiate, execute, accomplish, or prevent certain actions. Communication is, thus, the life blood of an organization. Without communication, an organization is lifeless and its very existence is in danger. The term communication has been derived from the Latin word cmmunis that means common and thus, if a person effects communication, he establishes a common ground of understanding. Literally, communication means to inform, to tell, to show, or to spread information. Thus, it may be interpreted as an interchange of thought or information to bring about understanding and confidence for good industrial relations. It brings about unity of purpose, interest, and efforts in an organization.

Definitions:
The analysis of the above definitions implies that the communication process should have the following characteristics:
I. A

two way traffic: Since communication is an exchange of

views, opinions, directions etc., it is a two-way traffic, upward and downward. Messages, directives, opinions, etc., are communicated downward, from a higher level to a lower level in the hierarchy of management. Likewise, grievances, complaints, opinions feelings, points of view etc., are communicated upward along the line, from workers (lower level) to management (higher level). George Terry has rightly remarked, Simply talking or writing without regard to the recipients response, is conducive to misunderstanding. Thus, communication should be both ways.

Communication-A mode of Advancement

II.Continuous

process: Communication is a continuous process.

More often than not, it is repeated to achieve the desired results. It is not a one time shot.
III.A

short lived process: The process of communication is

complete as soon as the message is received and understood by the receiver in the right perspective; hence, it is a short lived process.
IV.Needs

There may be numerous media of communication but the main purpose of conveying the message is a proper understanding of the message by the other party. For this purpose, it should be clearly and concisely worded.

proper understanding:

V.Leads

achievement of the organizational objective:

Effective communication does this by creating the sense of object orientation in the organization.
VI.Dispels

misunderstanding: In this sense, it provides clear

understanding between persons and thus builds a bridge of camaraderie among people.

In this age of competition communication is the number one problem of the management. Competition, complex methods of production, large scale operations and specialization in production functions have increased the importance of communication. Without effective communication a manager cannot perform his duties well. Communication is as essential to business as blood is to the human body. Success of the communication system affects the success of business. The following points will prove its importance in business:

1.Smooth Working of a Business Firm

Communication is necessary for the successful smooth and unrestricted working of an enterprise. All organizational interaction depends upon working of an enterprise. All organizational interaction depends upon communication. The manager co-ordinates the human and the physical elements of an organization into an efficient working unit that achieves common objectives. Be it an activity of purchase or sale or production or finance it is the process of communication that makes cooperative action possible. The internal and external communication
Communication-A mode of Advancement

process of an organization decides the various activities to be done and various objectives to be achieved. Communication is basic to an organizations existence from birth of the organization through its continuing life when communication stops, organized activity ceases to exist.

2.Basis of Managerial Function

Communication plays an important role in discharging the various functions of management. No function of management is possible without the communication process. Its importance in performing the various functions is as follows:
i.

Planning: Planning the most important among the functions of

management, requires extensive communication among the executives and the other personnel. Communication is important in executing a planned programme and then controlling the activities of the personnel with the help of feedback information.

ii. Organization:

Organization is the second important function of management which decides the various activities of an organization, divides them into workable units, delegates authority to perform the. For this purpose, communication is a must because different persons, departments and group come to know their powers and jurisdiction only through an effective means of communication.

iii.

Direction and Leadership: Direction and effective leadership

requires an efficient system of communication in an organization. A good leader can direct or lead his subordinates only when an efficient system of communication is present. It brings both the leader and the subordinates in close contact with each other and removes misunderstanding if any.
iv.Motivation:

An efficient system of communication enables management to change the attitude of the subordinates and to motivate, influence and satisfy them. Most of the conflicts in business are not basic but are caused by misunderstood motives and ignorance of facts. Proper and timely communication between the interested parties reduces the points of friction and minimizes those that inevitably arise. The present day big organizations, designed on the basis of specialization and division of labour are constituted of a large number of people. In order to achieve the desired objective, it is very necessary to co-ordinate the efforts of labour engaged in the various activities of production and the organization. Co-ordination

v.Co-ordination:

Communication-A mode of Advancement

requires mutual understanding about the organizational goals and the mode of their accomplishment; and the interrelationship between the works being performed by various individuals.
vi.Control:

Communication aids in controlling the activities of the individuals department and groups. The facts standards and information are communicated to the concerned parties and they perform their respective obligations according to the standards set forth in the plan.

3.Maximum Production at Minimum Cost

Every organization aims at getting the maximum output at the minimum cost and for this purpose it requires an effective internal and external communication system. In the external field, and efficient communication system helps in improving public opinion having contacts with government departments and getting market information in order to achieve the primary goals.

4.Prompt Decision and its Implementation

In order to make prompt decisions, fact collecting process is necessary. Information must be received before any meaningful decision and for this purpose communication is a primary requirement. Again to implement the decision effectively its communication to subordinates concerned is essential. Thus, decision-making and its implementation require and effective system of communication.

5.Building Human Relations

Man is the most active and effective factor of production and good human relations are the basis of cooperation and industrial peace that requires good working conditions and work-environment. As we have discussed earlier communication is a two-way traffic which helps promote cooperation and mutual understanding between the two partners of an organization. Efficient downward communication helps the management to tell the subordinates what the organization wants and how it can be performed. On the other hand upward communication helps the workers in putting their grievances and suggestions and reactions to the policies, before the management.

6.Job-satisfaction and Good Morale

Morale is the human element that motivates a man to work in the right spirit. Good communication removes the possibility of
Communication-A mode of Advancement

misunderstanding among the parties concerned. Workers know what they have to do and how it creates a sense of cooperation among them. It increases the morale of the workers and each worker will have job satisfaction.

7.Avoids Illusion
While passing through various stages information may be distorted by interested parties and many create illusion and misunderstanding among persons. Illusion is the great enemy of communication. An efficient system of communication aims at removing illusions and misunderstanding by communicating facts and figures.

8.Contacts with External Parties

Communication is essential not only for the internal management of the organization but it also helps contacts with the outside world. Contact with outside agencies such as customers, associations, other manufacturers, advertisers, suppliers, trade unions, research councils and institutions, etc. are necessary for furthering the interests of the organization. It increases the goodwill of the firm and helps in creating a favorable public attitude towards the organization.

1.One way and Two way Communication

One way communication is characterized by absence of feedback from the receiver to the sender. Here role of the sender and the receiver are isolated, not interdependent. The sender conveys the message and the receiver has to make out the meaning on his own as there is no scope for check back. The news reader reading news on television set or radio, are examples of one way communication. The effectiveness of this way of communication depends upon the speakers, inferential ability and the receivers listening skill. Two way communication involves active feedback from the receiver to the sender to ensure that the receiver has understood the same message which the sender has intended to convey. This form of communication being more interactive and interpersonal, allows better mutual understanding.
Communication-A mode of Advancement

2.

Verbal and Non-verbal Communication

Communication can be through direct and specified words or through body movements. Verbal communication is communication through spoken or written words. This verbal communication can be oral as well as written. Oral communication may be face to face, or by telephone or video conferencing system. Written communication can take the form of letters, memos, reports, etc. Nonverbal communication is any kind of communication not involving words. When the term is used, most people think of facial expressions and gestures, but while these are important elements of nonverbal communication, they are not the only ones. Nonverbal communication can include vocal sounds that are not words such as grunts, sighs, and whimpers. Even when actual words are being used, there are nonverbal sound elements such as voice tone, pacing of speech and so forth.

3. Formal and Informal Communication

Formal communication can be considered as communication efforts that are dressed up to fit customary rules and ceremony For example, in a written letter, the formal communication style will demand that the layout of the piece of written communication follow a specific format that includes the date, header, salutation, body of the letter, close, signature lines and any indicators of enclosures all placed neatly upon company letterhead or personal stationery. This may be:

Informal communication is relatively less structured and spontaneous communication arising out of day to day routine and meetings among peers. Example of informal communication is conversation at lunch or tea, talks and gathering.

Communication on the basis of organization structure may be classified into two broad categories: Formal and Informal.

1. Formal Communication
Communication-A mode of Advancement

Formal communication is closely associated with a formal organizational structure. The communication flows through formal channels, officially recognized positions along the line in the organization. In the organization the path along which a communication is to travel is deliberately created to regulate the flows of communication so as to make it orderly and thereby to ensure that the required information flows smoothly, accurately and timely to the points at which it is required. Very often we hear the term through proper channels which means communication through the channel prescribed in the organization. It is the path of the line of authority linking two positions in the organization. It is also known as the chain line of command.

Advantages of formal Communication:

(i.It

helps in maintaining the authority of line executives over their subordinates who are responsible to get the work done by their subordinates and are answerable to their bosses. The responsibility of the subordinates for the activities carried out by them can easily be fixed. immediate superior has direct contact with the subordinates; so, a better understanding is developed between them and communication is made more effective. an executive better informed about the organization and its problems than the subordinates a better solution can possibly be found easily and good relations between the leader and his subordinates develop.

(ii.An

(iii.Since

Disadvantages of formal Communication:

(i.Every

happening in an organization cannot be foreseen; hence action required for unforeseen events cannot be formalized. increases the workload of the line superior because all communications are transmitted through tem. Thus, it leaves the superiors with little time to perform other organizational functions well.

(ii.It

(iii.There are more chances of red-tapism and delay tactics in this method because executives generally overlook the interests of the subordinates. Any information upward or downward favouring subordinates is more often suppressed or delayed by the superiors.
(iv.In

most of the big organizations contact between the top executive and the subordinates at the lowest level are far remote. Very often they do not recognize each other. This adversely affects the relations of executives and subordinates.

Communication-A mode of Advancement

Lines shows formal communication||| Arrow shows informal communication

2. Informal Communication
Informal communication also known as the grapevine is not a planned or deliberately created channel of communication. It is free from all formalities. No formal organizational chart is followed to convey messages. It is based on the informal relations of the two persons, the sender and the receiver of communication. A general manager may develop contacts with a worker at the lowest level and communicate certain important information relating to him direct to the worker. It is an example of informal communication. It is the result of the natural desire of people to communicate with each other when they come into contact on a regular basis. When interaction takes place among them a small social groups emerges spontaneously and members of the group develop their own communication system known as an informal communication channel or the grapevine.

Four types of informal/grapevine communications have been identified:

(i)

Single strand: In single strand network the individual communicates with the other individual through intervening persons. In other words each person tells s the other in sequence, one tells one. Gossip: In gossip one individual tells others on a non-selective basis, one tells all.

(ii)

Communication-A mode of Advancement

(iii)

Probability: In probability the individual tells other individuals randomly according to the law of probability. Cluster: In cluster type network the individual communicates with only those individuals whom he trusts. Research shows that out of the four, cluster chain is the most popular form of informal communication.

(iv)

Advantages of informal communication: (i.The communication travels at a faster speed because there is no formal line of communication.
(ii.It

is multi dimensional. As there is no channel of communication, communication may be made on any topic of interest to any person in the group irrespective of his position in the formal organization. It may go to any extent all limits as to direction and degree of communication is self-impose. is dynamic and reacts quickly because informal channels have their sanctions in the group and develop within the organization. times it may supplement the formal channel. Certain matters which are difficult to communicate through formal channels may be effectively communicated through informal channels. If properly utilized it may clarify the managements points of view to the subordinates which otherwise may not be appealing or it may provide necessary feedback to managers on the possible effects of a decision or action of the management.

(iii.It

(iv.At

Disadvantages of informal communication:

(i.It

very often carries half-truths, rumours and distorted facts at an alarming rate of speed. As there is no mechanism for authentication of the news and views, members of the organization are likely to be misinformed and misled by informal communications. the messages communicated through informal channels are so erratic that any action based on these cannot be taken and if taken it may lead to a difficult situation in the organization because responsibility for erratic messages cannot be fixed.

(ii.Sometimes

Communication-A mode of Advancement

(iii.In informal communication, there are greater chances of distortion of messages. Each person conveying the message may add, subtract, or change the original message according to his motive or interest. There is a chance that by the time a message completes its complex journey, it may be completely distorted.

These barriers, obstructions and interruptions in communication may broadly be categorized into the following groups:

1.External barriers
External barriers are those caused by factors other than organizational and personal factors. Such external barriers may be (a) semantic barriers, (b) emotional or psychological barriers.

1. Semantic Barriers
Such barriers are obstructions caused in the process of receiving or understanding a message during the process of encoding or decoding it into words and ideas. The linguistic capacity of the two parties may have some limitations or the symbols used may be ambiguous. Symbols may have several meanings and unless the context is known to the receiver he is likely to take the meaning of the symbol according to his preconceived notion and misunderstand the communication. Symbols may be classified as language, picture or action.
Communication-A mode of Advancement

i.

ii.

Language: In written or verbal communication, words used are important. A word used in the communication may have several meanings. In a face to face communication, it is easy to seek clarification of words used, if any doubt is encountered. In case of doubt feedback is required. Many words which we use informally may be taken literally in other contexts, non-friendly situations or in written communication. Picture: Picture is another type of symbol. Pictures are visual aids worth thousands of words. An organization makes extensive use of pictures like blueprints, charts, maps, graphs, films, three dimensional models and other similar devices. A viewer may come to understand the whole story when he sees them. Action: Action is another type of symbol. We communicate by both by action or by lack of it. To do or not to do both have a meaning for the receiver. For example if a subordinate does a good job, patting and non-patting on his back by the superior both have a meaning. Patting may inspire him to do a better job again and non-patting may make him disappointed. In this sense we communicate all the times on the job whether we intend to do so or not. Action or nonaction may influence the perception of the receiver.

iii.

1. Emotional or Psychological Barriers

Personal or emotional or psychological barriers arise from motives, attitudes judgement sentiments emotions and social values of participants. These create a psychological distance that hinders the communication or partly filters it out or causes misinterpretation.

The following are some emotional barriers:

i.

ii.

Premature evaluation: Premature evaluation is a tendency to evaluate a communication prematurely rather than keeping an open mind during the interchange. Such evaluation interferes with the transfer of information and begets a sense of futility in the sender. Loss in transmission and retention: When communication passes through various levels in an organization, successive transmissions of the same message are decreasingly accurate. A part of information is lost in transit it is said that about 30% of the information is lost in each transmission.

Communication-A mode of Advancement

iii.

Distrust of communicator: The communicator is sometimes distrusted by his own subordinates. It happens when he lacks selfconfidence or is less competent in his position. He frequently makes ill considered judgments or illogical decisions and then reviews his own decisions when he fails to implement them. Failure to communicate: Sometimes manager do not communicate the needed messages to their subordinates. This might be because of laziness or procrastination on their part or they arbitrarily assume that everybody has got the information or they may hide information deliberately to embarrass the subordinate.

iv.

1.

Organization Barriers

An organization is a deliberate creation of management for the attainment of certain specific objectives. The day to day functioning of the organization is regulated in such a way as to contribute to the attainment of these objectives in the most effective manner. For this purpose a variety of official measures are adopted such as designing of the structure arrangement of activities, formulation of various policies, rules and regulation and procedures, laying down of norms of behaviour.
1. Organizational

Policy

The general organizational policy regarding communication provides overall guidelines in this matter. This policy might be in the form of a written document or it has to be inferred from organizational practice particularly at the top level. If the policy creates hindrance in the free flow of communication in different directions, communication would not be sooth and effective.
2. Organizational

Rules and Regulations

organization are governed by and regulations prescribe the the channel through it is to be flow of certain messages and

More often different activities of an specific rules and regulations. Such rules subject matter to be communicated as also communicated. The rules may restrict the may omit many important ones.

3.Status Relationship
The placing of people in superior-subordinate relationship in a formal organization structure also blocks the flow of communication and more particularly in the upward direction. The greater the difference in hierarchical positions in terms of their status the greater would be the
Communication-A mode of Advancement

worry of middle managers about what their senior bosses might think; this leads to their paying little attention to the needs and demands of their subordinates.
4. Complexity

in Organization Structure

In an organization where there are a number of managerial levels communication gets delayed as it moves along the hierarchical line. Also chances of the communication getting distorted are greater as the number of filtering points is higher. This is particularly true in upward communication because people at intermediate levels do not like to pass on negative remarks either of themselves or of their superiors.

5. Organizational

Facilities

Certain organizations provide certain facilities for smooth, adequate, clear and timely flow of communication such as meetings conferences complaint or suggestion boxes, open door system etc. If these facilities are not properly emphasized, people generally fail to communicate effectively.
1.

Personal Barriers

As communication is basically an interpersonal process many personal factors inherent in the two parties to communication the sender and the receiver, influence the flow of communication and present many hurdles in the way of effective communication.

1. Barriers in Superiors
Superiors play an important role in communication. Because of their hierarchical position they act as barriers in a number of ways a follows:
i.

Attitude of superiors: General attitude of the superiors about communication or attitude towards a particular communication affects the flow of messages in different direction. If the attitude is unfavourable there is greater possibility of filtering or colouring of the information. Any information received from the top may not reach the bottom in the same form, or even the reverse may happen.

Communication-A mode of Advancement

ii.

Fear of challenge to authority: The superiors in an organization generally try to withhold the information coming down the line or going up as frequent passing of information may disclose their own weaknesses; thus generally happens when the superior lacks selfconfidence and is afraid that someone else might be promoted in his place if his weaknesses were to come to light. Insistence on proper channel: There are channels of communication in an organization along which information passes upward or downward. Some officers insist too much on communication through proper channel. They do not like any bypassing in communication. But sometimes bypassing becomes necessary in the interest of the organization; however, the superiors think bypassing as thwarting of their authority and block the flow of communication.

iii.

1.

Barriers Regarding Subordinates

There are certain factors in the subordinates which adversely affect their participation in the communication process. Some factors like attitude lack of time applicable to the superiors are also applicable here. Two more factors in the subordinates need special attentions which are responsible for blocking communication in the upward direction.
i.

Unwillingness to communicate: The subordinates generally are not willing to communicate upward any information which is likely to affect them adversely. If they feel that supply of such adverse information is necessary for control purposes they would modify it in such a way so as not to harm their interest. Lack of proper incentive: Lack of incentive to communicate also prevents the subordinates from communicating upward. They are punished when they are wrong but may not be rewarded when they work marvelously well and offer a novel suggestion.

ii.

The above are some of the barriers which come in the way of effective communication. They vitiate the message in several ways including distortion filtering and omission. Distortion means changing the context or the meaning of the text of information. Filtering means reducing the message only to a few basic details and omission refers to deletion of all or a part of the message from the text. We must be careful about these barriers in communication.

Communication-A mode of Advancement

As living beings, we need to express and understand the expressions of others. Like it or not, the human society thrives on communication. Civilizations have risen and fallen based upon how good they were at maintaining sound relations with the rest of the world. Communication is, indeed, the very lubricant that makes the machinery of human relations function smoothly.

Therefore, the significance of communication cannot and should not be underestimated. Sometimes, difficult situations in life can be resolved by just sitting down and talking it out! Similarly, most personal, professional and social disasters can be averted by maintaining clear, appropriate and unambiguous communication.

All we need is some effort on our part to identify and avoid barriers to effective communication to make our lives and the lives of those around us better.

"Developing excellent communication skills is absolutely essential to effective leadership. The leader must be able to share knowledge and ideas to transmit a sense of urgency and enthusiasm to others. If a leader can't get a message across clearly and motivate others to act on it, then having a message doesn't even matter."
Gilbert Amelio President and CEO of National Semiconductor Corp

"Keep things informal. Talking is the natural way to do business. Writing is great for keeping records and putting down details, but talk generates ideas. Great things come from out luncheon meetings which consist of a sandwich, a cup of soup, and a good idea or two. No martinis."
T. Boone Pickens

Communication-A mode of Advancement

BOOKS: i. Business Communication

Authors:VARINDER KUMAR
H.O.D. of Commerce N.J.S.A. Govt. College,

BODH RAJ
P.G. Department of English D.A.V. College,

KAPURTHALA

JALANDAR

ii. Excellence Communication

Authors:John V. Thill

in

Business

Courtland L. Bove

INTERNET:

Communication-A mode of Advancement

www.wikipedia.com ii. www.noupe.com iii. http://businesscommnicatio nnetwork.com iv. www.businesscomm.co.uk

i.

Communication-A mode of Advancement