Communication

Meaning of Communication:

• The word communication has been

derived from the Latin word
‘communis’ which means ‘common’.
Thus, communication means sharing of
ideas in common.
 Definitions

• “Communication is the intercourse by word, letters or messages,

intercourse of thoughts or opinions. It is the act of making one’s
idea as and opinions known to others.”—Fred G. Meyer.

• “Communication is the process of passing information and

understanding from one person to another.”—Keith Davis.
•
• “Communication as any behaviour that results in an exchange of
meaning.”—The American Management Association.

• “Communication may be broadly defined as the process of meaningful

interaction among human beings. More specially, it is the process by
which meanings are perceived and understandings are reached among
human beings.”— D.E. McFarland.
 Characteristics Nature of
Communication:
1. It Involves at Least Two Persons:
Communication involves at least two persons, a sender and a receiver. The sender is
called communicator and the receiver of the message is known as communicate.
A person who speaks, writes or issues some instructions is the sender and the
person for whom the communication is meant or who receives the message is the
receiver or communicates.

2. Message is a Must:
A message is the subject matter of communication. e.g., the contents of the letter
or speech, order, instructions or the suggestions. A communication must convey
some message. If there is no message there is no communication.

3. Communication May be Written, Oral or Gestural:

Communication is generally understood as spoken or written words. But in reality, it
is more than that. It includes everything that may be used to convey meanings
from one person to another, e.g., movement of lips, or the wink of an eye or the
wave of hands may convey more meaning than even written or spoken words.
 Cont…
• 4. Communication is a Two Way Process:
It involves both information and understanding. Communication is not complete
unless the receiver has understood the message properly and his reaction or
response is known to the sender. Understanding is the end result of
communication but it does not imply agreement.

• 5. Its Primary Purpose is to Motivate a Response:

The primary purpose of communication is to motivate response or influence human
behaviour. There is no doubt that motivation comes from within but
communicator can also motivate people by good drafting of message, proper
timing of communication, etc. To create understanding, communication should be
relevant to the situation. It must always be remembered that communication is a
means of motivating and not an end itself.

• 6. Communication may be Formal or Informal:

Formal communication follows the formal channels provided in the organisation
structure. For example, the Managing Director communicates with the
departmental heads, say Finance Manager, finance manager communicates to
deputy finance manager, the deputy finance manager with accounts officer and
so on.
 Cont..
• 7. It Flows Up and Down and also from Side to Side:
Communication flows downward from a superior to subordinate
and upward from subordinate to a superior. It also flows
between two or more persons operating at the same level of
authority.

• 8. It is an Integral Part of the Process of Exchange:

It refers to the exchange of ideas, feelings, emotions and
knowledge and information’s between two or more persons.
 Types of Communication
Verbal Communication
• Verbal communication refers to the form of communication in which message is
transmitted verbally; communication is done by word of mouth and a piece of
writing. Objective of every communication is to have people understand what we
are trying to convey. In verbal communication remember the acronym
KISS(keep it short and simple).

• When we talk to others, we assume that others understand what we are saying
because we know what we are saying. But this is not the case. usually people
bring their own attitude, perception, emotions and thoughts about the topic and
hence creates barrier in delivering the right meaning.

• So in order to deliver the right message, you must put yourself on the other
side of the table and think from your receiver’s point of view. Would he
understand the message? how it would sound on the other side of the table?
Verbal Communication is further divided into:
• Oral Communication
• Written Communication
 Cont..
• Oral Communication
• In oral communication, Spoken words are
used. It includes face-to-face
conversations, speech, telephonic
conversation, video, radio, television, voice
over internet. In oral communication,
communication is influence by pitch,
volume, speed and clarity of speaking.
 • Advantages
• It brings quick feedback.
In a face-to-face conversation, by reading facial
expression and body language one can guess whether
he/she should trust what’s being said or not.

• Disadvantages
• In face-to-face discussion, user is unable to
deeply think about what he is delivering, so this
can be counted as a disadvantage.
 Written Communication
• In written communication, written signs or symbols are used to
communicate. A written message may be printed or hand written.
In written communication message can be transmitted via email,
letter, report, memo etc. Message, in written communication, is
influenced by the vocabulary & grammar used, writing style,
precision and clarity of the language used.
• Written Communication is most common form of communication
being used in business. So, it is considered core among business
skills.
• Memos, reports, bulletins, job descriptions, employee manuals, and
electronic mail are the types of written communication used for
internal communication. For communicating with external
environment in writing, electronic mail, Internet Web sites,
letters, proposals, telegrams, faxes, postcards, contracts,
advertisements, brochures, and news releases are used.
• Advantages of written communication includes:
Messages can be edited and revised many time before it
is actually sent.
Written communication provide record for every
message sent and can be saved for later study.
A written message enables receiver to fully understand
it and send appropriate feedback.

• Disadvantages of written communication includes:

Unlike oral communication, Written communication
doesn’t bring instant feedback.
It take more time in composing a written message as
compared to word-of-mouth. and number of people
struggles for writing ability.
 Nonverbal Communication
• Nonverbal communication is the sending or receiving of
wordless messages. We can say that communication
other than oral and written, such as gesture, body
language, posture, tone of voice or facial expressions,
is called nonverbal communication. Nonverbal
communication is all about the body language of
speaker.
• Nonverbal communication helps receiver in interpreting
the message received. Often, nonverbal signals reflects
the situation more accurately than verbal messages.
Sometimes nonverbal response contradicts verbal
communication and hence affect the effectiveness of
message.
 Nonverbal communication have the
following three elements:
• Appearance
Speaker: clothing, hairstyle, neatness, use
of cosmetics
Surrounding: room size, lighting,
decorations, furnishings
• Body Language
facial expressions, gestures, postures
• Sounds
Voice Tone, Volume, Speech rate
 Types of Communication
Based on Purpose and Style
• Based on style and purpose, there are
two main categories of communication
and they both bears their own
characteristics. Communication types
based on style and purpose are:

• Formal Communication
• Informal Communication
 • Formal Communication
• In formal communication, certain rules,
conventions and principles are followed
while communicating message. Formal
communication occurs in formal and
official style. Usually professional
settings, corporate meetings, conferences
undergoes in formal pattern.
• In formal communication, use of slang
and foul language is avoided and correct
pronunciation is required. Authority lines
are needed to be followed in formal
communication.
 • Informal Communication

• Informal communication is done using channels that are

in contrast with formal communication channels. It’s just
a casual talk. It is established for societal affiliations of
members in an organization and face-to-face discussions.
It happens among friends and family. In informal
communication use of slang words, foul language is not
restricted. Usually. informal communication is done orally
and using gestures.
• Informal communication, Unlike formal communication,
doesn’t follow authority lines. In an organization, it
helps in finding out staff grievances as people express
more when talking informally. Informal communication
helps in building relationships.
Communications Process
 Cont..
• Communications is a continuous
process which mainly involves three
elements viz. sender, message, and
receiver. The elements involved in the
communication process are explained
below in detail:
• 1. Sender
The sender or the communicator generates the message and conveys it to
the receiver. He is the source and the one who starts the
communication
• 2. Message
It is the idea, information, view, fact, feeling, etc. that is generated by the
sender and is then intended to be communicated further.
• 3. Encoding
The message generated by the sender is encoded symbolically such as in
the form of words, pictures, gestures, etc. before it is being conveyed.
• 4. Media
It is the manner in which the encoded message is transmitted. The
message may be transmitted orally or in writing. The medium of
communication includes telephone, internet, post, fax, e-mail, etc. The
choice of medium is decided by the sender.
• 5. Decoding
• It is the process of converting the symbols encoded by the sender.
After decoding the message is received by the receiver.
• 6. Receiver
• He is the person who is last in the chain and for whom the message
was sent by the sender. Once the receiver receives the message and
understands it in proper perspective and acts according to the
message, only then the purpose of communication is successful.
• 7. Feedback
• Once the receiver confirms to the sender that he has received the
message and understood it, the process of communication is
complete.
• 8. Noise
• It refers to any obstruction that is caused by the sender, message
or receiver during the process of communication. For example, bad
telephone connection, faulty encoding, faulty decoding, inattentive
receiver, poor understanding of message due to prejudice or
inappropriate gestures, etc.
 Importance of Communication
• 1. The Basis of Co-ordination
• The manager explains to the employees the organizational goals,
modes of their achievement and also the interpersonal
relationships amongst them. This provides coordination between
various employees and also departments. Thus, communications act
as a basis for coordination in the organization.
• 2. Fluent Working
• A manager coordinates the human and physical elements of an
organization to run it smoothly and efficiently. This coordination
is not possible without proper communication.
• 3. The Basis of Decision Making
• Proper communication provides information to the manager that is
useful for decision making. No decisions could be taken in the
absence of information. Thus, communication is the basis for
taking the right decisions.
 Cont..
• 4. Increases Managerial Efficiency
The manager conveys the targets and issues instructions and allocates
jobs to the subordinates. All of these aspects involve communication.
Thus, communication is essential for the quick and effective
performance of the managers and the entire organization.
• 5. Increases Cooperation and Organizational Peace
The two-way communication process promotes co-operation and mutual
understanding amongst the workers and also between them and the
management. This leads to less friction and thus leads to industrial
peace in the factory and efficient operations.
• 6. Boosts Morale of the Employees
Good communication helps the workers to adjust to the physical and
social aspect of work. It also improves good human relations in the
industry. An efficient system of communication enables the
management to motivate, influence and satisfy the subordinates
which in turn boosts their morale and keeps them motivated.
 Barriers to Communication

• The communication barriers may prevent

communication or carry incorrect meaning
due to which misunderstandings may be
created. Therefore, it is essential for a
manager to identify such barriers and take
appropriate measures to overcome them.
The barriers to communication in
organizations can be broadly grouped as
follows:
• 1. Semantic Barriers
• These are concerned with the problems and obstructions in
the process of encoding and decoding of a message into
words or impressions. Normally, such barriers result due to
use of wrong words, faulty translations, different
interpretations, etc.
• For example, a manager has to communicate with workers
who have no knowledge of the English language and on the
other side, he is not well conversant with the Hindi language.
Here, language is a barrier to communication as the manager
may not be able to communicate properly with the workers.
• 2. Psychological Barriers
• Emotional or psychological factors also act as
barriers to communication. The state of mind of
both sender and receiver of communication
reflects in effective communication. A worried
person cannot communicate properly and an angry
recipient cannot understand the message properly.
• Thus, at the time of communication, both the
sender and the receiver need to be psychologically
sound. Also, they should trust each other. If they
do not believe each other, they cannot understand
each other’s message in its original sense.
• 3. Organizational Barriers
• The factors related to organizational structure,
rules and regulations authority relationships, etc.
may sometimes act as barriers to effective
communication. In an organization with a highly
centralized pattern, people may not be encouraged
to have free communication. Also, rigid rules and
regulations and cumbersome procedures may also
become a hurdle to communication.
• 4. Personal Barriers
• The personal factors of both sender
and receiver may act as a barrier to
effective communication. If a
superior thinks that a particular
communication may adversely affect
his authority, he may suppress such
communication.
• Linguistic Barriers
• The language barrier is one of the main barriers that limit
effective communication. Language is the most commonly
employed tool of communication. The fact that each major
region has its own language is one of the Barriers to
effective communication. Sometimes even a thick dialect
may render the communication ineffective.
• As per some estimates, the dialects of every two regions
changes within a few kilometers. Even in the same workplace,
different employees will have different linguistic skills. As a
result, the communication channels that span across the
organization would be affected by this.
• Emotional Barriers
• The emotional IQ of a person determines the ease
and comfort with which they can communicate. A
person who is emotionally mature will be able to
communicate effectively. On the other hand,
people who let their emotions take over will face
certain difficulties.
• A perfect mixture of emotions and facts is
necessary for effective communication. Emotions
like anger, frustration, humour, can blur the
decision-making capacities of a person and thus
limit the effectiveness of their communication.
• Physical Barriers to Communication
• They are the most obvious barriers to effective
communication. These barriers are mostly easily
removable in principle at least. They include
barriers like noise, closed doors, faulty equipment
used for communication, closed cabins, etc.
Sometimes, in a large office, the physical
separation between various employees combined
with faulty equipment may result in severe
barriers to effective communication.
• Cultural Barriers of Communication
• As the world is getting more and more globalized, any large
office may have people from several parts of the world.
Different cultures have a different meaning for several
basic values of society. Dressing, Religions or lack of them,
food, drinks, pets, and the general behaviour will change
drastically from one culture to another.
• Hence it is a must that we must take these different
cultures into account while communication. This is what we
call being culturally appropriate. In many multinational
companies, special courses are offered at the orientation
stages that let people know about other cultures and how to
be courteous and tolerant of others.
• Organisational Structure Barriers
• As we saw there are many methods of
communication at an organizational level.
Each of these methods has its own
problems and constraints that may become
barriers to effective communication. Most
of these barriers arise because of
misinformation or lack of appropriate
transparency available to the employees.
• Attitude Barriers
• Certain people like to be left alone. They are the
introverts or just people who are not very social.
Others like to be social or sometimes extra clingy!
Both these cases could become a barrier to
communication. Some people have attitude issues,
like huge ego and inconsiderate behaviours.
• These employees can cause severe strains in the
communication channels that they are present in.
Certain personality traits like shyness, anger, social
anxiety may be removable through courses and
proper training. However, problems like egocentric
behaviour and selfishness may not be correctable.
• Perception Barriers
• Different people perceive the same things
differently. This is a fact which we must
consider during the communication process.
Knowledge of the perception levels of the
audience is crucial to effective
communication. All the messages or
communique must be easy and clear. There
shouldn’t be any room for a diversified
interpretational set.
• Technological Barriers & Socio-religious Barriers
• Other barriers include the technological barriers. The
technology is developing fast and as a result, it becomes
difficult to keep up with the newest developments. Hence
sometimes the technological advance may become a barrier.
In addition to this, the cost of technology is sometimes very
high.
• Most of the organizations will not be able to afford a decent
tech for the purpose of communication. Hence, this becomes
a very crucial barrier. Other barriers are socio-religious
barriers. In a patriarchal society, a woman or a transgender
may face many difficulties and barriers while communicating.
• Systematic Barriers
• Systematic barriers to communication may exist in
structures and organisations where there are
inefficient or inappropriate information systems
and communication channels, or where there is a
lack of understanding of the roles and
responsibilities for communication. In such
organisations, people may be unclear of their role
in the communication process and therefore not
know what is expected from them.