Meaning
of the term “Communication”
The
term communication is derived from a Latin word „communis‟ which means common.
This means establishing a common ground. Now whatever is common is shared by
all. But what is that which is shared by all in communication? It is fact,
ideas, understanding, opinions, information etc.
In
the words of Newman,
Summer & Warren, “communication
is an exchange of facts, ideas, and opinions by two or more persons.”
According
to Keith
Davis, “Communication is the
process of passing information and understanding from one person to another.”
Communication
should not be interpreted as merely sending or receiving messages. It involves
a systematic and continuous process of telling, listening and understanding. It
is a two way process and is complete only when there is some response from the
receiver of information.
Nature
or Characteristics of communication
An
analysis of various definitions of communication revel the nature or
characteristics of communication which are as follows:-
1. Communication
involves at least two persons: Communication
involves at least two persons the sender and the receiver. The sender sends the
messages and is known as the communicator. The receiver receives the message and
is known as communicate.
2. Communication
is a two way process: Communication
is essentially a two way process. It does not merely means sending and
receiving messages. It is not complete unless and until the message has been
understood by the receiver in the same sense.
3. Purpose of
communication: This basic purpose of communication is
to create an understanding. The receiver should understand the message sent and
should response accordingly.
4. Form of
communication: Communication may take several form
e.g. order, instruction, report, queries etc. it may be verbal or written. It
may be formal or informal.
5. Scope of
communication: communication pervades all human
relationship. It is essential in all type of organizational and at all levels
of management.
6. Communication
is a dynamic process: Communication
is influenced by the mood and thinking of the sender and receiver. The way a
message is accepted depends upon the fact that which of the fine sensory organs
of the receiver is active at that time.
7. Communication
is much more than words: Communication
is not merely sending or receiving facts, expressed in words. It also involves
ideas and emotions. A lot of communication is done through signs, symbols and
gestures.
8. Communication
is a goal oriented process: Communication
is a goal oriented and effective only when there is congruence of goals of
sender and receiver.
Significance
(Need) of Business communication
Communication
is the life blood of business. It is an all pervasive function of management.
Today the organizational structure is designed on the basis of specialization
and division of labour. Large number of people work together who are
functionally related to each other. Thus, co ordination is must amongst the workmen.
Co-ordination can be achieved only when there is mutual trust and understanding
between them. This understanding is created by effective communication. Thus
communication is an essential ingredient for effective management. Further the
role of communication may be summed up as:-
1. The
objectives, plans and policies of the organization are cleared to the workers
through communication.
2. It
provides unity of direction to various activities of the enterprise.
3. It helps
in controlling and coordinating the various activities of the organization.
4. It helps
in motivating the workers of an organization.
5. It helps
the managers to develop their managerial skill.
According
to Sir John
Harvey-Jones, “Communication is the single most essential skill.
Effective communication is the need of
the day.” In recent times communication
has become all more essential due to the following reasons:-
1. Growth in
the size of the business organization: An
efficient system of communication is required because the business organizations
are growing tremendously. Thousands of people work in the organization.
Organizations have factories or offices in different parts of the country or
even world.
2. Advance
technology: Day by day rapid changes are taking
place in science and technology leading to obsolescence of old technology. Thus
in order to upgrade or modernize technology proper communication between the
superior and subordinate in an organization is a must.
3. Tough
competition in the market: Globalization
and liberalization have resulted in cut throat competition. Thus to survive
such competition, persuasive communication in form of advertisement, publicity,
personal contacts are essential.
4. Growing
specialization: Division of work paved way for
specialists to work in different department’s sound communication is thus
essential for ensuring mutual cooperation and understanding between different
departments.
5. Trade
union movement: trade union movement is on its growth.
Management now has to consult trade unions on various matters. A strong and
meaningful relation between management and trade union is possible only by
effective communication.
6. Human
relation: Employee’s participation in management
helps to develop among them a sense of loyalty and belongingness towards the
organization. Thus effective communication between management and employee is
necessary to develop mutual trust and confidence.
7. Public
relations: Public relations help an organization
to improve its image in society as the organization has a social responsibility
especially towards the customers.
Objectives of
Business Communication
The objectives of business communication are wide and large.
Information, Order, permission, Warning, Motivation, Advice and Raising
morale are activated through the means of communication.
The objectives of business communication are stated below:
1. To Exchange
Information: The prime objective of
communication is to exchange information internally
and externally i.e. to deal within the organization and outside the
organization.
2. To Achieve Goal: The goal of the organization can be obtained through effective organizational
communication. Everybody tries to acquire such goal and therefore it requires
effective organizational communication.
3. To Maintain
Co-ordination and Co-operation: Co-ordination and
co-operation among three levels i.e. corporate level, divisional level and
functional level of an Organization are maintained through communication.
4. To Plan: Planning decides what is to be done in future. All the information and
data which are required to make a plan for business can be obtained or gathered
through communication.
5. To Facilitate
Direction and Motivation: The boss gives direction or
order to his subordinate. And managers need to motivate their employees to
increase the concentration and productivity. Hence, communication helps to
facilitate direction and motivation.
6. To Achieve
Efficiency: Communication can provide information regarding past and present. It
also helps to anticipate about future. So, Communication increases efficiency
of the workers by providing instant information.
7. To Solve Problem: Communication can remove the gap between employees and employer.
Fruitful communication ensures a network in an Organization to solve problems.
Conflict arises and exists in an Organization. Fruitful communication ensures a
network to solve conflict. It also removes the gap between employee and
employer.
8. To Create
Consciousness: Communication helps both
employer and employee to be conscious about their respective roles, duties and
activities. As a result, responsibility and accountability is located among the
concerned persons.
9. To Increase Job
Satisfaction: Job satisfaction requires
better job environment and better job environment is possible if there exists
communication chain. Strong chain helps to overcome job related stress.
10. To Improve
Employer-Employee Relationship: To achieve the Organizational
objectives, there must be good relationship between employee and employer. And
to improve such relationship, there must be effective communication.
Process of Communication
The
process of communication is the inter relationship between several independent
components. It consists of a chain of related actions and reaction which together
result in exchange of information. In order to understand the process of
communication, it is necessary to describe each of these components. A model of
communication process is as follows:-
1. SENDER
2. IDEATION
3. MESSAGE
4. INCODING
5. TRANSMISSION
6. RECEIVER
7. DECODING
8. BEHAV IOUR
OF RECIEVER
9. FEEDBACK
1.
Sender: The sender
is the first component of the process of c communication. The sender may be a
speaker, a writer or any other person. He is the one who has a message and
wants it to share it for some purpose.
2.
Ideation: Ideation
is the preliminary step in communication where sender creates an idea to
communicate. This idea is the content and basis of the message to be
communicated. Several ideas may generate in the sender’s mind. The sender must
identify, analyze and arrange the ideas sequentially before transmitting them
to the receiver.
3.
Message: Message is
the heart of communication. It is what the sender wants to convey to the
receiver. It may be verbal i.e. written or spoken or non verbal i.e. body
language, space language, etc.
4.
Encoding: To encode
is to put an idea into words. In this step the communicator organizes his ideas
into a series of symbols or words which will be communicated to the intended
receiver. Thus the ideas are converted into words or symbols. The words and the
symbols should be selected carefully, it should be understandable and most of
all it should be suitable for transmission and reception.
5.
Transmission: Next in
the process of communication is transmission of the message as encoded messages
are transmitted through various media and channels of communication connects
the sender and the receiver. The channel and media should be selected keeping
in mind the requirement of the receiver, the communication to be effective and
efficient the channel should be appropriate.
6.
Receiver: Receiver
is the person or group for whom the message is meant. He may be a listener, a
reader or a viewer. Any neglect on the part of the receiver may make the
communication ineffective. Receiver is thus the ultimate destination of the
message. It the message does not reach the receiver the communication is said
to be incomplete.
7.
Decoding: Decoding
means translation of symbols encoded by the sender into ideas for
understanding. Understanding the message by receiver is the key to the decoding
process. The message should be accurately reproduced in the receiver’s mind. If
the receiver is unable to understand the message correctly the communication is
ineffective.
8.
Behaviour of the
receiver: It refers to the response by the receiver of the communication
received from the sender. He may like to ignore the message or to store the
information received or to perform the task assigned by the sender. Thus
communication is complete as soon as the receiver responses.
9.
Feedback: Feedback
indicates the result of communication. It is the key element in the
communication and is the only way of judging the effectiveness of
communication. It enables the sender to know whether his message has been
properly interpreted or not. Systematic use of feedback helps to improve future
message. Feedback, like the message could be oral, written or non verbal. It
has to be collected from the receiver.
Forms of Communication
Communication is the transfer of ideas and information from one person to another
person. It is a bridge of meaning among people so that they can share what they
fell and know. By using this bridge, a person can safely cross the river of
misunderstanding that sometimes separates people. To make successful communication there are different methods/ ways:
(A) On the basis of location of the receiver: Depending on the location of the receiver there are two types of communication:
1. Internal
Communication
2. External Communication
1. Internal Communication:
Communication among the members of an organization is known as internal communication. That is when executives and
employee of an organization communicate each other within the organization then
it will be labeled as internal
communication.
2. External Communication: When executives and employees of
an organization communicates or exchanges information with outsiders of the
organization then it is called external communication.
Both internal and external communication can be subdivided
into two types:
i. Formal Communication
ii. Informal Communication
i. Formal Communication: When
information exchanged through formal organization channels by following fixed
rules then it is knows as formal communication.
ii. Informal Communication: Fixed
rules and system cannot prevent people from talking with each other. Thus the
communication that takes place within and
outside of an organization through unofficial lines can labeled as informal communication.
(B) On the basis of media of presentation: From this point of view communication can be of three types:
(1) Written communication
(2) Oral / Verbal Communication
(3) Non-Verbal Communication
(1) Written Communication: When information, ideas, or
feelings exchange in written form that is known as written communication.
Written communication has its own importance and for some particular purposes
it has no other alternatives.
(2) Oral / Verbal Communication: It is a process of
communication through words. Verbal communication consists of words arranged in
meaningful patterns. Oral communication normally takes place in a face to face
situation. It may be formal or informal.
(3) Non-Verbal Communication: Communication
without using words or writings known as non-verbal communication. In other
words, non-verbal communication means communication through physical movements
and facial expressions. Gestures, posture, eye movements, etc. are examples of
non-verbal communication.
(C) On the Basis of Information flow: Depending on the flow of information there are
different types of communication:
(1) Vertical Communication
(2) Horizontal Communication
(3) Cross / Diagonal Communication
(1) Vertical Communication: When
communication takes place between superior and subordinates than it is known as
vertical communication. Here flow of information can be of two types:
(i) Downward
(ii) Upward
(i) Downward: it is the
flow of information from higher authority to lower authority.
(ii) Upward: Here the flow
of information goes to higher authority from subordinates.
(2) Horizontal Communication: This
type of communication flows between employees of equal level.
(3) Cross / Diagonal Communication: Communication across the formal chain of command is known as cross or diagonal
communication. In this case executives and employees of different departments
and of different levels communicate each other without maintaining the official
channels.
(D) Other forms of Communication: Besides the above types of communication there
can be some other forms of communication like mass communication.
Mass Communication: When
communication takes place among large group of people then it can be termed as mass communication. There is no formal system for mass communication, it is situational.
For different social and political purposes mass communication can takes place.
Barriers
of Communication:
Communication
is the process of passing information and understanding from one person to
another, anything that obstructs the free flow of communication is referred to
us Barrier of communication. E.g. Problem in encoding and decoding, wrong or
defective communication channel, noise in the channel etc. Barrier may arise at
any of the following level:
a) Sender oriented,
b) Receiver oriented
Sender-oriented barriers could be voluntary or involuntary.
At any cost, efforts should be made on the part of the sender to identify and
remove them. As the sender is the
originator of communication, he should be extremely careful not to erect
barriers. If his interaction gives rise to or indicates that there are
barriers, the communication comes to a grinding halt. Some of the barriers that
are sender-oriented are as follows:
Receiver can also have some barriers in the course of the
interaction. Although his role in the initial phase is passive, he becomes
active when he starts assimilating and absorbing the information. He is equally
to blame if the situation goes awry and communication comes to a stop, or there
is miscommunication. Some of the barriers emanating from the side of the
receiver are as follows:
Types of Barriers in communication: The
barriers to communication in an organization may be broadly categorized into
following groups:
1.
Physical barriers (RECEIVER’S ORIENTED)
2.
Socio- psychological or personal barriers (RECEIVER’S ORIENTED)
3.
Organizational barriers (SENDER’S ORIENTED)
4.
Semantic barriers (SENDER’S ORIENTED)
5.
Mechanical barriers (SENDER’S ORIENTED)
However,
such a classification does not suggest that these are mutually exclusive. Rather,
it is helpful in understanding the nature of communication barriers.
1.
Physical Barriers: There are the
environmental factors that also obstruct or reduces the sending and receiving
of communication, such as physical distance distracting noises and other
interferences difficulty arises in communicating a message, when the physical
distance increases:-
Noise:
Noise is first and foremost barrier to effective communication. Noise may be
caused by machines, equipment, communication device, disturbances in the time
of transmission etc. noise also encompasses many other factors such as the
sender may use ambiguous or confusing signal. The receiver may misinterpret the
message. Thus communication is likely to be spoilt due to noise.
Time
and distance: Time and distance also acts as a barrier in smooth flow of
communication. Distance between the sender and receiver acts as a hurdle.
Although this barrier can be overcome by technology but still in case of
breakdown, this exists. Different timing of shifts at workplace also act as
barriers in imparting on vital information.
2. Socio-psychological or personal Barriers:
There are certain socio psychological factors which restrict the free flow of
communication. They are the attitude and opinions, status consciousness, ones
relations with fellow workers, seniors, and junior’s etc. family background.
These restrict participative communication:
I.
Motives, attitudes, judgments, emotions, and social values of people from the
part of the personal barriers. Psychological distance is also developed with
this.
II.
Individual Differences: There are differences in the motives, attitudes and
sentiments of the people. So this causes problems in encoding and decoding
other’s sentiments, attitudes and motives.
III.
Differences in interest: The interest of people also differs. A problem may be
important for one person but may not carry weight for another. The ideas,
question, attitudes, feelings etc of other party may represent an obstacle to
one’s own personal goal.
IV.
Division of People: Communication is ideas and viewpoint also gets affected by
the division of people into classes, castes and communities.
V.
Difference of viewpoints: Communication suffers when there are differences in
view point of the different people.
VI.
Lack of planning: Good communication never happens but has to be planned. When
people take it lightly and communicate without planning it turns into
miscommunication or mal communication.
VII.
Cultural barriers: Due to difference in the cultural background the same word,
phrases, symbols, actions etc. may mean different to different group of people.
Mis understanding may take place due to this.
3. Organizational Barriers:
Organisational barriers arise due to defects in the organization structure and
the communication system of an organization:
I.
Hierarchical distance: Downward communication promotes hierarchical distance.
The chances of information being filtered are more at this structure, because
there are several layers. Information received from the top may not reach at
bottom in the same shape. The information gets coloured which brings
hierarchical distance.
II.
Diversion: Diversion of information is also one of the causes which brings
barrier to communication process. For example sometimes a manager diverts the
information meant for one person or group to another.
III.
Colouring: Information are also coloured by the manager intentionally with a
view to twist the situation in their favour. For example, an office may quote
his subordinate wrongly, to spoil his career or his chance of promotion or his
image in the eyes of the boss.
IV.
Status barriers: Status is a barrier of communication in a formal organization.
Organizational interaction and communication are influenced by the status and
the expectations.
V.
Goal conflicts: Goal conflict acts as communication reducers. Different goal
lead to bifurcation of interest. Due to this communication suffers.
4.
Semantic Barriers: Semantic means
the relationships of signs of their reference. Semantic barrier arises from the
disadvantages of the symbolic system. Symbols have got number of meaning and
one has to choose any one of them according to the requirement of
communication. Symbol or the language is the most important tool of communication
which has to be used very carefully:-
I.
Words with different meaning: Some words convey more than one meaning. When the
receiver assigns a different meaning to a word than what the sender intended,
there occurs miscommunication.
II.
Denotation and connotation: Words have two types of meaning = Denotation and
connotation. Denotation is the literal meaning of the words connotation are the
suggestive meaning of the words. Connotation is the suggestive meanings of the
words. Connotation may be positive or negative.
III.
Offensive style of communication: Badly expressed messages lose their impact.
Offensive style of communication leads to communication breakdown causing loss
of time and money.
IV.
Wrong assumptions: Communication should not be based on assumption as it may
lead to wrong interpretation. All possible efforts should be made to clarify
assumptions.
V.
Selective perception: many a time the message is decoded by the receiver in a
way which may be selective. In other words most of the receivers protect their
own interest and expectations leading to a particular type of feedback which
becomes a communication problem.
5.
Mechanical Barriers: Mechanical
barriers include inadequate arrangement for transmission of news, facts and
figures. Example poor office layout and defective procedure and the use of
wrong media led to poor communication.
I.
Information overload: Excess of communication is called information overload.
Brevity is the soul of communication. The receiver cannot comprehend and absorb
beyond his mental capacity. His mind will remain closed for the excess part of
the communication. Therefore one should be brief and to the point.
II.
Loss of transmission: When messages are transmitted from person to person they
are filtered. In other words they are diluted and distorted on the way. In oral
communication about 30% of the information is lost in each transmission.
Steps to overcome the barriers of communication in an organization
In order to remove barriers to communication
an open door communication policy should be prepared and followed by managers
at all levels. The superiors in the organization must create an atmosphere of confidence and trust in the organization so that
the credibility gap may be narrowed down. Major efforts in this direction are:
1.
Two-way communication: The
organization’s communication policy should provide for a two-way traffic in communication
upwards and downwards. It brings two minds closer and improves understanding
between the two parties the sender and the receiver. There should be no
communication gap.
2.
Strengthening Communication Network: The communication network should be strengthened to make
communication effective. For this purpose the procedure of communication should
be simplified, layers in downward communication should be reduced to the
minimum possible. Decentralization and delegation of authority should be
encouraged to make information communication more efficient.
3.
Promoting Participative Approach: The management should promote the participative approach in
management. The subordinates should be invited to participate in the decision
making process. It should seek cooperation from the subordinates and reduce
communication barriers.
4.
Appropriate Language: In
communication certain symbols are used. Such symbols may be in the form of
words, pictures and actions. If words are used, the language should be simple
and easily comprehensible to the subordinates. Technical and multi-syllable
words should, as far as possible be avoided. The sender must use the language
with which the receiver is familiar.
5.
Credibility in Communication: One
criterion of effective communication is credibility. The subordinates obey the
orders of their superior because they have demonstrated through their actions
that they are trustworthy. They must practice whatever
they say. The superior must also maintain his trust worthiness. If the superior
is trusted by the subordinates, communication will be effective.
6.
Good Listening: A
communicator must be a good listener too. A good manager gives his subordinates
a chance to speak freely and express their feelings well before him. The
manager also gets some useful information for further communication and can
also have a better understanding of the subordinates needs, demands etc.
7.
Selecting on Effective Communication Channel: To be effective the communication should be sent to the receiver
through an effective channel. By effective channel mean that the message reaches its destination in time to the right
person and without any distortion, filtering or omission.
8.
Preventing Predictable Decision Making Errors: Predictable errors in decision making are preventable errors. And
a few
simple techniques can help in clear of the most
common wrong turns in decision making.
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