COMMUNICATION

What is Communication?
Communication is the transfer of information from a

sender to a receiver, with the information being understood by the receiver.

The communication model focuses on sender of the

communication, the transmission of message, and receiver of the message.

The model also describes the noise, which interferes

with good communication and feedback which facilitates communication.

A communication Process Model

Feedback

Thought

Encoding

Sender

Transmission of message

Reception

Decoding

Understanding

Receiver
Noise

Sender and Receiver of the Message

Communication begins with the sender, who has a

thought or an idea which then encoded in way that can be understood by both sender and receiver.
Receiver has to be ready so that message can be

decoded.
The next step after receiving the message is decoding

in which the receiver converts that message into thoughts.

Sender and Receiver of message

Accurate communication can occur only when both the

sender and the receiver attach the same or at least similar meanings to the symbols that compose the message.
Less obvious and frequently overlooked is the fact that

message in technical or professional jargon requires a recipient who understands such language.
Understanding is in the mind of both the sender and the

receiver. Persons with closed minds will normally not completely understand the message if the message is contrary to their value system.

Channel to transmit the Message

The information is transmitted over a channel that links

the sender with the receiver.

The message may be oral or written and it may be

transmitted through a memorandum, a computer, the telephone, a telegram, or television.

Since choices are available each with advantage and disadvantages the proper selection of the channel is vital for effective communication.

Noise Hindering Communication

A noise or a confined environment may hinder in development of a clear thought.

Understandings can be obstructed by prejudices or cross

cultural barriers.
Encoding or decoding may be faulty because of the use of

ambiguous symbol
Inaccurate reception may be caused by inattention. Transmission may be interrupted by static in the channel

such as may be experienced in poor telephone communication.

Feedback and situational factors

One can never be sure whether or not a message has

been effectively encoded, transmitted, decoded and understood until it is confirmed by feedback.
Feedback indicates whether individual or organizational

change has taken place as result of communication.

Factors in the external environment which

effect communication may be educational, sociological, legal-political and economic.

Situational factors continued ..

Example repressive political environment will inhibit

the free flow of communication. Another situational factor is geographic distance. Face to face communication is different from telephone conversation or other long distant communication. Time must also be considered in communication a busy executive may not have sufficient time to receive and send information accurately. Organizational structure, managerial and nonmanagerial processes and technology.

Communication In the Organization

In contemporary organizations information flow must

be faster than ever before. Even a short stoppage on a fast-moving production line can be very costly in terms of lost output.
It is necessary to determine what kind of information

is needed for effective decision making.

Information overload should be avoided, what is needed

is relevant information.

The Managers Need Know

Information is obtained from managers superiors

and subordinates and also from departments and people elsewhere.

Manager should ask What do I really need to know

for my job? or What would happen if I did not get this information on a regular basis?
It is not maximum information that manager needs but

pertinent information, there is no universally applicable communication system tailored to managers needs.

Communication Flow
Traditionally flow of communication is downward but

if communication flows only downwards problems will develop. Communication starting with the subordinate is called upward communication. Communication also flows horizontally between people that is between people on the same or similar organizational level. Diagonally involving persons from different levels who are not in direct reporting relationships with one other.

Downward Communication
Downward communication flows from people at higher

levels to those at lower levels in the organizational hierarchy.

This kind of communications exists in organizations with

authoritarian atmosphere.
Downward flow of information is time consuming, some

managers insist that information be sent directly to the person or group requiring it.

Downward communication
The kind of media used for oral downward communication

include instructions, speeches, meetings and the telephone, loudspeakers.

For written communication memorandums, letters,

handbooks, pamphlets, policy statements ,procedures. are used.

Unfortunately information is often lost or distorted as it

comes down the chain of command. Top management issuance of policies and procedures does not ensure communication. Feedback system is essential for conformance.

Upward Communication
Upwards communication travels from subordinates to

superiors and continues up the organizational hierarchy.

Upward chain is nondirective and found in participative

management. Typical means for upward communication besides chain of command are suggestion systems, appeal and grievance, procedures, complaints systems.
Some organizations are using ombudsman for

communication, this person provides the link for upward communication.

Cross Communication
Cross wise communication includes the horizontal flow

of information among people on the same or similar organizational levels and diagonal flow among persons at different levels who have no direct reporting relationships with one another.
A great deal of communication does follow the

organizational hierarchy like in informal organizational groups.

Also cross functional teams, staff interaction with line

members of various departments creates cross communications

Written Communication
Written communication has the advantage of providing

records, references and legal defenses. A message can be carefully prepared and then directed to a large audience through mass mailings. Written communication can also promote uniformity in policy and procedure and can reduce costs in some cases. The disadvantage are written messages may create mountains of paper, may poorly expressed by ineffective writers and may provide no immediate feedback.

Oral Communication
A great deal of information is communicated orally.

oral communication can occur in a face-to-face meeting of two people or in a mangers presentation to a large audience.
It can be planned or accidental. The principal advantage

of oral communication is that it makes possible speedy interchange with immediate feedback.
People can ask questions and clarify points. In a face to

face interaction the effect can be noted. Furthermore a meeting with the superior may give the subordinate a feeling of importance.

Oral and Nonverbal communication

Oral communication also has disadvantage, it always

doesnt save time as any manager knows who has attended meetings in which no results or agreements were achieved. These meetings can be costly in terms of time and money.
What a person says can be reinforced or contradicted by

non verbal communication. Example autocratic manager may pound a fist on the table while announcing that from on participative management will be practiced. This is an example of noise in the communication.

Barriers in communication
Communication problems are often symptoms of more deeply rooted problems.
Lack of planning: Good communication seldom happens

by chance. Too often people start talking and writing without first thinking, planning and stating the purpose of the message.
Unclarified assumptions: Teacher may say chapter 3 and

4 are portions for the sessional student may study the chapter 3 and 4 but from a different edition.

Barriers in Communication
Sematic Distortion: Another barrier to effective communication

is semantic distortion which can be deliberate or accidental. Advertisement states we we sell for less is deliberately ambiguous, it raises the question less than what? There is room for ambiguity.
Poorly expressed messages: No matter how clear the

idea in the mind of the sender of communication, the message may still be marked by poorly chosen words, omissions, lack of coherence, poor organization, awkward sentence structure. Message should be precise and clear.

Barriers in communication
Communication barriers in the international environment:

becomes even more difficult because of different languages, cultures and etiquette. Translating advertising slogans is very risky. Black for example is color of mourning in west but white is the color of mourning the east. Japanese for example dont say an explicit No its always the implicit No.
Loss of transmission and poor retention: In a series of

transmissions from one person to next the message becomes less and less accurate.

Barriers in communication
Poor Listening and premature evaluation:

There are many talkers but few listeners. Everyone probably has observed entering a discussion with comments that have no relation to topic.
This is usually to preserve there own ego or making

a good impression on other group members.

Listening demands full attention and self-discipline. It also requires that listener avoid premature evaluation of

what other person has to say.

Barriers in Communication
Listening without making hasty judgments can make the

whole enterprise more effective and more efficient. Listening with empathy can reduce some of the daily frustrations in organized in organized life and result in better communication. Impersonal communication: Effective communication is more than simply transmitting information to employees. It requires face-to-face contact in an environment of openness and trust. Informal gathering without status trappings or formal authority can bring great benefits.

Barriers in communication
Distrust, threat and fear undermine communication. In a

climate containing these forces any message will be viewed with skepticism.
Distrust can be the result of inconsistent behavior by the

superior or it can be due to past experiences in which subordinate was punished for honestly reporting unfavorable but true information to superior.

Barriers in communication
Insufficient period for adjustment to change:

The purpose of communication is to effect change that may seriously concern employment.
Changes effect people in different ways and it may take

time to think through the full meaning of message.

For maximum efficiency, it is important not to force

change before people can adjust to its implications.

Barriers in communication
Information overload: One might think that more and

unrestricted information flow would help people overcome communication problem.

Too much information might lead to disregard of

information, person getting too much mail may ignore letters that should be answered. If they are overwhelmed with too much people make errors in processing it. Because of information overload people may delay processing information. Filtering information may be helpful when the most pressing important information are handled first, but this may not be the case.

Barriers in communication
Other problems in communication:

Selective perception: People tend to perceive what they

expect to perceive. Closely related to perception is the influence of attitude which is predisposition to act in a certain way. Still other barriers to communicate are differences in status and power between sender and receiver.

Toward effective communication

This means that one of the first steps in communicating

is to clarifying the purpose of the message and making a plan to achieve the intended end.
Manager should avoid unnecessary technical jargon

which is intelligible only to the experts in their particular field.

Planning should not be vacuum, other people should be

consulted and encouraged to participate in it

Toward effective communication

The tone of the voice, the choice of the language and

the congruency between what is said and how it is said and how it is said to influence the reactions of the receiver.
Information is transmitted without communicating since

communication is complete only when the message is understood by the receiver. This can be understood when the sender gets a feedback.