Management
Principles and Application Notes
B.Com Notes (CBCS
Pattern)
Unit 4: Communication – Meaning, Process, Networks and Barriers (Part
C)
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– Meaning, Process, Networks and Barriers.
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Table of
Contents |
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1. Meaning of Communication 2. Nature or Characteristics of Communication 3. Significance (Need) of Business
communication 4. Objectives and Purpose of Business
Communication 5. Process of Communication 6. Forms of Communication 7. Corporate Communication – Meaning and Types 8. Formal and Informal (Grapevine) Communication – Meaning, Features,
Advantages and Disadvantages 9. Difference between Formal and Informal Communication 10. Factors responsible for Grapevine 11. How can the
Grapevine be used effectively? 12. Channel of
communication/Communication Networks 13. Various forms of Formal channel of communication 14. Barriers to Communication –
Types and Steps to Overcome it 15. Difference Between Verbal
and non Verbal Communications |
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.
********************************Also Read:
Unit 4:********************************Also Read:********************************
Objectives and Purpose 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.
********************************Also Read:
Unit 4:********************************Also Read:********************************
Meaning of Corporate Communication
Corporate communication is broadly defined as a corporation's
attempt to inform the public, including all its consumers, private investors
and the media. Corporate communication represents the very voice with which
corporate institutions interact with the outside world and is inclusive of
communications regarding investor relations, government relations, labor
relations and employee development. Corporate communications is the process of
facilitating information and knowledge exchanges with internal and key external
groups and individuals that have a direct relationship with an enterprise. It
is concerned with internal communications management from the standpoint of
sharing knowledge and decisions from the enterprise with employees, suppliers,
investors and partners.
In
the words of William Scott,” Administrative communication is a process which
involves the transmission and accurate replication of ideas ensured by feedback
for the purpose of eliciting actions which will accomplish organizational
goals‖.”
Corporate
communication is mainly divided into two parts:
a)
Internal Communication
b)
External Communication
INTERNAL COMMUNICATION : It refers
to the exchange of information and ideas within an organization. As employee,
you are in a position to observe things that your supervisors and co-workers
cannot see: a customer’s first reaction to a product display , a supplier’s
brief hesitation before agreeing to a delivery date or a slowdown in the flow
of customers. Managers and co-workers need these little gems of information in
order to do their jobs. Internal communication helps employees do their jobs ,
develop a clear sense of the organization’s mission and identify and react
quickly to potential problems. To maintain a healthy flow of information within
the organization , effective communicators use both formal and informal
channels.
EXTERNAL COMMUNICATION: The
external communication network links the organization with the outside world of
customers , suppliers , competitors , and investors , journalists , and
community representatives. Sometimes this external communication is carefully
orchestrated – especially during a crisis. At other times it occurs informally
as part of routine business operations.
Internal and External communication are further divided into two parts:
1. Formal
Communication
2. Informal
Communication
Formal
Communication: Communication takes place through the formal channels of the
organization structure along the lines of authority established by the
management is called Formal Communication. It is that route of communication
which is institutionally determined and is associated with status or position
of the receiver and sender. The formal channels are deliberately related to
ensure that accurate information flows smoothly and timely. Such communications
are generally in writing and may take any of the forms; policy; manuals:
procedures and rule books; memoranda; official meetings; reports, etc.
Characteristics: Following are the
chief characteristics of the formal communication
(1) Written
and Oral:
Formal
communication can both be written and oral. Daily works are handled through
oral communication, while the policy matters require written communication.
(2) Formal
Relations:
This
communication is adopted among those employees where formal relations have been
established by the organisation. The sender and the receiver have some sort of
organisational relations.
(3)
Prescribed Path: The
communication has to pass through a definite channel while moving from one
person to another. For example, to convey the feelings of a worker to the
manager, the foreman’s help has to be sought.
(4)
Organisational Message: This
channel is concerned with the authorised organisational messages only and the
personal messages are out of its jurisdiction.
(5)
Deliberate Effort: This
channel of communication is not established automatically but effort has to be
made for its creation. It is decided keeping in view the objectives of the
organisation.
Advantages of Formal Communication
Formal communication is
required for any organization because it provides a list of below advantages:
1. Smooth Communication System: Formal communication moves through pre-determined channel and therefore
everyone is aware for where and how to send the message. So, it does not face
any problem to flow.
2. Increase in Efficiency: Such Communication increase overall efficiency of the
management as organizational rules and procedures are required to be followed
always.
3. Permanent Record: All formal communication like letters, report & memos are kept permanently. So it is helpful
in future decision making.
4. Discipline: This communication creates the discipline in the mind of employees in
any organization.
5. Less Errors and Mistakes: It maintains all formalities of communication for which there is less
chance of errors and mistakes.
6. Co-ordination of Work: Formal communication provides the scope of co-ordination among various
functions and departments of an organization.
7. Reliability: Formal communication is more credible and more reliable for sending
important issues like objectives, orders and directions etc.
Disadvantages of Formal Communication
In formal communication, there
exists a set of rules and regulation which must be maintained. And for this,
there are grown some disadvantages of
Formal communication too.
In spite of enjoying some advantages
of formal communication, it suffers from the following limitations:
1. Authoritarian System: Formal communication states clear relationship between upper level
management and lower level management. When there is a downward communication,
there is an authoritarian tone to dominate lower level employees.
2. Inflexibility: It is a rigid form of communication as make up or change cannot be
considered easily when required.
3. Costly: This sort of communication maintains all formalities of communication
for which it involves more cost.
4. Wastage of Time: Formal communication
process passes through various
stages or levels of an organization and therefore requires more time to reach
to its destination. This is ultimately wastage of time.
5. Delay in Decision Making: Everyone has to maintain specific framework of communication in case of
formal communication. Therefore management requires more time which delays
decision making process.
6. Lack of Initiative: In such communication there is no option to select any other system
which is the best one compared to the prescribed system. As a result creative
ideas are ignored here.
7. Lack of Cordiality: In formal communication, established rules are strictly observed. More
emphasis is given to the formalities rather than human side; As a result, there
is no scope to develop cordial relationship between the sender and receiver.
Informal
Communication: Communication arising out of all those channels of communication
that fall outside the formal channels is known as informal communication.
Informal communication does not flow lines of authority as is the case of
formal communication. It arises due to the personal needs of the members of an
organization. At times, in informal communication, it is difficult to fix
responsibility about accuracy of information. Such communication is usually
oral and may be covered even by simple glance, gesture or smile or silence.
Informal
communication is known as grapevine. Grapevine arises because of the desire of
the people to communicate without following the formal channel of
communication. It follows no setlines, nor any definite rules, but spreads like
grapevine, in any direction anywhere.
Informal
or grapevine communication has the following characteristics:
(1)
Formation through Social Relations: This
communication is born out of social relations who mean that it is beyond the
restrictions of the organisation. No superior-subordinate relationship figures
therein. A more sociable superior can gather much information through this
channel.
(2) Two types of Information: Through this communication, information about the work and the
individual can be collected.
(3) Uncertain Path: Since it is beyond the restrictions of the organisation, it
follows no definite channel. Like a grapevine, it moves in a zigzag manner.
(4) Possibility of Rumour and
Distortion: Responsibility
for the true or false nature of communication does not lie on any individual
and, therefore, not much attention is paid to its meaning while communicating.
Consequently, the rumours keep floating.
(5) Quick Relay: Informal communication makes news spread like wildfire. Not only
this, people start adding something of their own which sometimes changes the
real meaning of the communication.
Advantages of Informal Communication
Informal communication is
free from maintaining rules and regulations, procedures and others.
Such communication bears low
cost than formal communication.
Although informal communication does not follow any set rules or principle but
it offers some advantages which are as follows:
1. Alternative System: There are some messages which cannot be sent through formal way and
therefore requires some alternative. Such alternative can be informal
communication.
2. Interpretation: Message sent to subordinates requires explanation or interpretation and
informal communication is the valuable means here.
3. To Present Grievances: Employees can't make any complaints to superiors through formal
communication. But informal communication gives the employees a better
opportunity to raise their complaints, grievances or claim. Sometimes, in this
way, as an informal communication system, grapevine affects much.
4. Increase Efficiency: Employees can freely exchange their opinions in terms of informal
communication. They can ask any question without any hesitation. Thus a
cordial communication environment is
created to increase the efficiency of employees.
5. Improving Relations: Any created between management and the labor can be settled through
informal communication. Co-operation and co-ordination can be established
through harmonious relationship between management and labor. Such relationship
is only possible through informal communication.
6. Providing Recommendations: Subordinates feel free to provide management with their suggestions and
recommendations on different job related issues like work methods, procedures
and conditions etc.
7. Measuring Reaction: Before releasing any new information, management wants to know the
reaction of employees. In such a case, informal communication can be valuable
in measuring the reaction of employees before any information is conveyed
through formal channels.
8. Solution to Problems: With the help of informal communication, the management is able to know
problems, conflicts and complaints and the like. Therefore management can take
necessary action timely and effectively.
Disadvantages of Informal Communication
Although informal communication creates so many advantages
but they are not free from drawbacks or limitations. Some significant demerits
or disadvantages of informal communication system are as follows:
1. Distortion: Informal communication networks do not follow any set of rules, definite
liners or ways. So it can transmit any kind of information to any person without
any respect or fear. It may spread wrong or distorted news which may sometimes
prove harmful even to the employees. So, it is the one of most considerable
disadvantages of informal communication.
2. Lack of Secrecy: In informal communication, everybody can freely interact as there are no
restrictions or rules. Any secret matter is likely to be flashed without any
problem or hesitation. This may cause a huge damage to any organization.
3. Incomplete Information: Information released from such communication network is usually
incomplete. So, There is each and every chance of it to be misunderstood or
misinterpreted.
4. Non-Co-Operation: Sometimes, confusion develops among the persons involved in informal communication. As a result,
they may remain separate without any co-operation.
5. Lack of Resistance: As informal communication does not follow any established
system, it is beyond any control. Organization has no mechanism to resist its
movement.
6. Huge Rumor: Most of the time, informal communication fabricates the real facts and makes
some rosy picture. This really damages the working environment of any organization.
7. Misunderstanding: Lack of conduct, decency, decorum and rules cause misunderstanding in informal communication. As a result
there may be conflict between employees.
8. Committing Mistakes: This sort of communication
are subject to errors and mistakes because no official’s rules or regulation
operate in this case of informal
communication.
Factors responsible for Grapevine
According
to Keith Davis Grapevine is a product of situation. It steadily takes place
when:-
1.
Workmen in the organization are faced with uncertainties like promotional
chances, increments, job insecurities, etc.
2.
When there are possibilities of certain changes in an organization like change
in policy, adoption of new technology, etc.
3.
When workmen are physically situated closes enough to influence and trust each
other.
How
can the Grapevine be used effectively?
Grapevine
is quite powerful and influential. It can cause considerable damage. Hence
management tries to crush it completely. But Grapevine cannot be completely
eliminated. The Grapevine can be used effectively in the following way:-
1.
The manager should adopt an open door policy and should keep each one well
versed about plans, prospects policy matters or any other changes in the
organization.
2.
The manager should identify the leader and try to win his confidence. The
manager should involve the leaders in the decision making.
3.
The manger should listen to every gossip or rumours and analyse it to get to
the nerve of the feelings of employees.
4.
The manager should maintain a cordial relationship with his subordinates so as
to reduce the possibility of grapevine.
5.
As far as possible the manager should work towards providing healthy atmosphere
at the workplace. One cannot stop rumours or curb grapevine altogether but
efforts should be taken to check these as far as possible.
********************************Also Read:
Unit 4:********************************Also Read:********************************
Channel of communication/Communication Networks
A
channel means a path or a way. Thus a channel of communication is the path or
way through which information is transmitted throughout the organization. It is
the route through which the message flows from the sender to the receiver. Human beings in an organization are
inter-related to each other. They are related both formally as well as
informally. These relationships are maintained by means of communication.
Therefore there exists in an organization two channels of communication: -
1.
Formal channel of communication
2.
Informal channel of communication
Various
forms of Formal channel of communication
Formal
Channel of Communication are classified into following forms:
1. Downward communication: Communication that
flows from the top level of the organization to the bottom level along with the
scalar chain is known as downward communication. Example for such type of
communication are orders, instructions, rules, policies, programs and
directives etc. it specifies the extent of the subordinates authority and their
responsibility.
2. Upward Communication: Upward communication
is just the opposite of downward communication. In this communication system,
the message is transmitted from the bottom of the organization upward to the
top of the organization through the middle managers along with the line.
Usually this includes workers grievances, suggestions and reactions. This
communication system was not appreciated by the superiors. But it has assured
importance in modern times and is considered to be a main source of motivating
employees.
3. Horizontal communication: The
flow of information between departments or people of equal level in an
organizational structure may be termed as horizontal or lateral communication.
The two departments may be under the same superior or may have different heads.
Such communication may be written or oral. The main object of lateral
communication is to co-ordinate the efforts of different departments or
persons.
4. Diagonal communication: Diagonal
communication is between people who are neither in the same department nor on
the same level of organizational structure. It cuts across departmental lines.
It generally takes place when members cannot communicate effectively through
other channels.
These
upward, downward, horizontal or diagonal communications may be oral, written,
informal or gestural.
Various
forms of Informal channel of communication
Keith
Davis has identified four different networks for transmitting information via
the grapevine:-
1.
Single Strand Chain: In single strand chain one person communicate with
only one person. In this the first person tells something to the 2nd, the 2nd
to the 3rd person, the 3rd to 4th person and so on till the message is
communicated to all.
2.
Gossip Chain: In gossip chain one person communicates with many persons.
As soon as a person gets some interesting non jog related information he
conveys the same to every other person.
3.
Probability chain: In probability chain communication takes place
between many persons. There information is conveyed from one person to another
irrespective of the fact that they are related to each other or not whether
formally or informally. In this the information passes at random.
4.
Cluster Chain: In cluster chain one person communicates with many other
persons but selectively. In this one person may convey information to 4 or 5
persons whom he knows very well and can trust out of these 4-5 persons one or
two may again pass on the information. As the number grows larger and larger
and information staler, it gradually dies out. This is knows as cluster chain
because one person while conveying message may from cluster.
Difference between Formal and Informal Communication Channel
|
Basis |
Formal
Communication |
Informal
Communication |
|
01. Rules |
In Formal communication, Organizational rules are strictly
followed. |
It does not generally follow the rules of organization |
|
02. Recognition |
Such communication requires official’s recognition. |
In informal communication, It does not require any official’s
recognition. |
|
03. Flexibility |
It is inflexible in nature as it cannot be changed when desired. |
Being flexible, It can be changed easily. |
|
04. Secrecy |
Such Communication is not free and open to all. So,
Secrecy is maintained here. |
It is free and open to all, So it is very difficult to maintain
secrecy here. i.e. Grapevine communication which
spread informally. |
|
05. Time & Cost |
It follows various rules of organization. So, It requires much
time and cost. |
Informal communication does not bother for the formalities of
organization and therefore it requires less time and cost. |
|
06. Record Keeping |
This type of communication involves written procedure, So record
can be kept in formal communication. |
Permanent record is impossible here because almost nothing is
written here. |
|
07. Errors or Mistakes |
Very careful attention is given here in encoding the message and
sending the message through formal way. Due to this seriousness, there is
less chance of placing mistakes or errors. |
It is personal in nature and therefore less attention is
involved which can cause many errors or mistakes. |
|
08. Compulsion |
It is bound to follow the formal rules of communication. |
There is no pressure here to follow any rules. |
|
09. Necessity |
Formal communication is necessary to achieve organizational
goal. |
Informal communication is necessary to improve personal
relation. |
|
10. Delegation or Authority |
Authority can be delegated through formal communication. |
Authority cannot be delegated through such communication. |
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.
Difference Between Verbal and non Verbal Communications
Though verbal and non-verbal communications are complementary to each other, but there are some
basic differences between them. Differences are as follows:
|
Basis |
Verbal
Communication |
Non-verbal
Communication |
|
Definition |
It is a process of communication through words. |
Communication without using words of writing known as non-verbal communication. |
|
Formality |
Degree of formality is more than non-verbal communication. |
It is less formal, infact, no formality is required. |
|
Evidence |
It has legal evidence. |
It has no documentary evidence. |
|
Scope in business communication |
It’s scope is larger than non-verbal communication. |
It’s scope is limited in business communication. |
|
Media |
Face to face conversation, conversation over telephone, meeting, video conference, interview, etc are different media of verbal communication. |
Facial expressions, body language, gestures, silence etc, are used as a media of communication. |
|
Consistency |
It is more consistent in nature. |
Lack of consistency is a major feature of non-verbal communication. |
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