Communication PDF

Learning objectives: After reading this chapter you will be able to understand Meaning – Definition – Characteristics – Steps/Process – Importance / Benefits of communication – Types of communication - Communication Barriers –Measures to overcome Communication barriers. Meaning: The word „communica...

Learning objectives: After reading this chapter you will be able to understand Meaning – Definition – Characteristics – Steps/Process – Importance / Benefits of communication – Types of communication - Communication Barriers –Measures to overcome Communication barriers. Meaning: The word „communication‟ has been derived from the Latin word, „communis‟ which means common. Communication, thus, is the process of sharing facts, ideas and opinions in common. Communication is said to take place when an individual conveys some information to another. The person conveying or sending the information is called the „sender‟ or the „communicator‟ and the person receiving the information is called the „receiver‟ or the „communicatee‟. The information conveyed is known as the „message‟. The act of conveying the message is called „transmission‟. The reaction of the receiver to the message is what is called „response‟. Definitions of Communication: Given below are some of the important and interesting definitions of communication: Communication is the process of passing information and understanding from one person to another Haimann. Communication is the exchange of facts, ideas, opinions or emotions by two or more persons – Newman and Summer. 76 Characteristics: The characteristics of communication are as follows: 1. Two-way Process: Communication can take place only when there are at least two persons. One person has to convey some message and another has to receive it. The receiver, however, need not necessarily be an individual. Information may be conveyed to a group of persons at a time. For example, in a classroom, the teacher conveys information to a group of students. 2.Knowledge of Language: For communication to be successful, the receiver should first of all understand the message. For this, the sender must speak in a language that is known to the receiver. For example, if the receiver cannot understand English and the sender of message conveys his ideas in English, the communication will be a failure. 3.Meeting of minds necessary – The receiver must understand the message in the way the sender wants him to understand. For this consensus is required. 4. The message must have substance – The message has substance only if the receiver shows interest in the subject matter. In other words, the sender of message must have something really worthwhile for the receiver. For example, if certain botanical names are explained to a student learning commerce, he may not show any interest. 5. Communication may be made through gestures as well - Communication need not necessarily be made orally or in writing. Certain gestures or actions may also convey one‟s willingness or understanding of a given problem. Nodding of heads, rolling of eyes, movement of lips etc., are some of the gestures normally used to convey certain ideas. 6. Communication is all -pervasive - Communication is Omni- present. It is found in all levels of management. The top management conveys information to the middle management and vice versa. Similarly, the middle management conveys information to the supervisory staff and vice versa. There is flow of communication in all directions in a workplace. 7.Communication is a continuous process - In any workplace someone will be conveying or receiving some information or the other always. Sharing or exchanging information is an on going activity. Steps / Process of Communication The communication process consists of the following steps : SENDER MESSAGE ENCODING CHANNEL FEEDBACK RECEIVER Fig 5.2 PROCESS OF COMMUNICATION DECODING 1. Sender : The person who sends a message is known as the sender or the source. He formulates the message which he wants to convey to others. He initiates the process of communication. The sender or communicator may be a writer, a speaker or an actor. 77 2. Message : Message is the subject-matter of communication. It may contain facts, ideas or feeling. It exists in the mind of the sender. 3. Encoding : It is the act of translating the message into words, pictures, symbols, signs or some other form. 4. Channel : It is the media through which the message passes from the sender to the receiver. Channel may be formal or informal. The sender may use spoken or written methods. Channel is used for transmission of the messages. 5. Receiver :The person who receives the message is called receiver. He may be a reader, listener or observer. Receiver is also known as communicatee. 6. Decoding : The receiver interprets the message to draw meaning from it. He converts symbols, signs or pictures into meaning. 7. Feedback : It is the response, reaction or reply by the receiver. It is directed to the sender. When the sender receives the feedback, the communication process is said to be complete. Communication skills model Communication skills model can be explained with the points given below 1. Sender : Person, Group or organisation. 2. Encoding skills : Translating the idea information into message form through symbols. 3. Message : Encoded information to be shared Decoding Idea SENDER FEEDBACK NOISE Encoding Idea RECEIVER Encoding MESSAGE Decoding Fig 5.3 COMMUNICATION SKILLS MODEL 4. Receiver : Individual who understands the senders message. 5. Decoding skills : Receiving skill and interpreting skill 6. Feed back : Re-encoding the message and transmitting it through different channel in an effort to achieve concurrence. 7. Noise : Factors that confuses, disturbs or otherwise serves as a barrier to the communication. 78 Importance/Benefits of Communication: The importance of communication is explained below: 1. Helps in planning Communication helps to prepare better plans for the enterprise. The views and suggestions of the employees, clients, suppliers etc., are received and the same are incorporated in the enterprise plans. 2. Vital for decision-making The information necessary for decision-making is made available through proper communication. For example, a decision on production is made after receiving information from the stores on the stock of materials available and from the marketing department on the extent of demand. 3. Facilitates delegation Delegation of authority by a superior to his subordinates will not be possible without proper communication. The superior must first of all assign work to his subordinates and give them the requisite authority to carry out their duties. This cannot be done without effective communication. 4. Facilitates effective leadership As a leader, the manager will be able to guide his subordinates well only through proper communication. When the subordinates have work-related problems, they have to necessarily approach their superior for assistance. If the manager is a man of few words, he will not be able to offer much help. 5. Helps to motivate Assignment of work and delegation of authority alone will not be enough to get things done by the subordinates. They need to be constantly motivated to perform well. It is the duty of the manager to induce and instigate their subordinates to do their best. This will not be possible without proper communication. 6. Helps in co-ordination Although the activities performed by different individuals and departments are different, they are directed towards the attainment of the enterprise goal. It is therefore, necessary that there must be a proper link between all such activities. The necessary link is provided by co- ordination. Co-ordination is not possible without co-operation. To secure co- ordination and co-operation, there must be proper communication relationship between the different individuals and the departments. 7. Aid to job-satisfaction If a subordinate gets proper guidance from his superior, is able to contact his superior in times of need, has the requisite authority to carry out his tasks and is able to share his thoughts freely with his colleagues, it should mean that the organisation must have a proper system of communication. Such an employee is bound to have greater job-satisfaction. 8. Helps to save time and effort It is possible to save time and effort by using effective means of communication. For example, if the General Manger of the concern wants to announce a decision to all the employees, he can just send a circular. The same may also be displayed in the notice board. 79 9. Aid to public relations Every organisation has to maintain cordial relations with the members of the public. Many persons may visit an enterprise everyday. They include customers, creditors, shareholder, Government officials and so on. The Public Relations Officer must receive them and also attend to their needs. Communication plays a significant role in all such activities. Types of Communication: Communication may be classified into the following types: 1. Based on Relationships (i) Formal (ii) Informal. Types of Communication Based on Relationships Formal Informal Based on Flow of Direction Upward Downward Sideward Fig 5.4 TYPES OF COMMUNICATION 2. Based on its Flow of Direction (i) Upward (ii) Downward and (iii) Sideward 3. Based on the Method used (i) Oral (ii) Written and (iii) Gestural. Based on Methodused Oral Written Gestural 80 Based on Flow of Direction the communication may be represented in one single diagram given below.aase A B C E F D G VERTICAL COMMUNICATION HORIZONTAL COMMUNICATION DIAGONAL COMMUNICATION Fig 5.5 Communication Based on Flow of Direction Based on relationships: Formal Communication: It is the outcome of formal organisation. It follows the hierarchy. Policy manuals, orders, circulars, notices, etc., are some of the examples of formal communication. Certain circulars may be sent to the heads of departments alone while others may be sent to all the employees of the concern. Certain notices may be displayed in the official notice board. Any information that officially reaches an employee is known as formal communication. Certain information whichmay be sent to different opposite levels is called Diagonal communication. Informal communication Informal communication is the result of casual or personal contact between the individuals in an organisation. The information reaches different individuals in the organisation in no time. The news spreads like fire. 81 Informal communication is also known as „grapevine‟ as it spreads in the manner the grape plant (which is a climber) does. Any information that unofficially reaches an employee is known as informal communication. Gossip Chain (One tells many) Cluster Chain (A few tell selected others) Fig 5.6 INFORMAL COMMUNICATION Based on flow of direction: Upward Communication: It takes place when a subordinate conveys some information to his superior. This happens when a subordinate wants to account for his performance or has a request or complaint to make. General Manager Production Manager Foreman Worker Fig 5.7 UPWARD COMMUNICATION This communication will also take place when a feed back is expected from the subordinate level to their high level authorities. This upward communiation is explained by the above figure 82 Downward Communication It takes place when a superior conveys certain information to his subordinate. The need for such communication arises when a superior wants to give certain orders and instructions to his subordinate. This could be explained by the following figure. General Manager Production Manager Foreman Worker Fig 5.8 DOWNWARD COMMUNICATION Sideward Communication This could be explained by the following figure. Production Managaer Maketing Managaer Personnel Managaer Fig 5.9 SIDEWARD COMMUNICATION Finance Managaer It takes place when the executives or subordinates operating at the same level exchange information. Such communication may be necessary to secure better co-ordination between the individuals and the departments. 83 Based on method used: Oral Communication Oral communication involves exchange of messages through spoken words. It may takes place (i) by face-to-face contacts, and (ii) through mechanical devices like telephone. Face to face conversation is the most natural way of transmitting the message. It is very speedy and helps to interchange feelings and attitudes. Face-to- face communication may take place through lectures, group discussions, interviews, committee meetings, broadcast and social gatherings. Such communication enables the speaker to secure greater understanding and co- operation. The listener can make on-the-spot queries to clear his doubts, if any. These days mechanical devices like alarm bell, telephone, signals, intercom system, dictaphone, etc., are becoming increasingly popular for communicating messages. MERITS & DEMERITS OF ORAL COMMUNICATION MERITS : 1. Economical. It is relatively less expensive both in terms of time and money. 2. Personal touch. It is more effective due to direct contact between the sender and the receiver. 3. Speed. It is faster as compared to written communicaion. 4. Flexibility. It is more flexible because the mode of delivery and the tone can be adjusted according to the type of listener or the audience. 5. Quick response. In oral communication, response or reaction to the message can be obtained on the spot. DEMERITS Oral communication suffers from the following disadvantages. 1. Lack of record. Oral communication does not provide an authentic and permanent record of communication unless the conversation is tape-recorded. 2.Time of consuming. Oral communication in the form of face-to-face talk may become time consuming and costly. 3. Lengthy message. If the subject-matter to be communicated is quite lengthy, oral communication may not produce satisfactory results. 4. Physical distance. When there is a long physical distance between the speaker and the listener, oral communication may be ineffective. 5. Misunderstanding. Oral communication may be misunderstood or not heard due to mutual distrust or suspicion between the speaker and the listener. 84 Written Communication Written communication is transmitted through written words in the form of letters, circulars, memos, bulletins, instruction cards, manuals, handbooks, reports, returns, etc. Managers frequently use written communication in the course of performing their functions. It is frequently used to issue specific orders and instructions to subordinates. Merits and De-merits of written communication Merits Written communication provides the following advantages: 1. Effectiveness Written messages are more carefully formulated than oral messages. Therefore, written communication tends to be more clear and specific. It is more orderly and binding on subordinates. 2. Lengthy messages Written communication is more appropriate when the message is quite lengthy or where it is to be conveyed to a large number of persons simultaneously. 3. Economical Written communication is cheaper when the sender and the receiver are situated at distant places. 4. Repetition Written communication can be used again and again. Sometimes written communication is also used to elaborate and complement oral messages. 5. Permanent record Written communication provides a reliable record for future reference. 6. Better response Response to written communication is generally well thought out because the receiver gets sufficient time to understand and evaluate the message. De-merits Written communication is subject to the following limitations : 1. Time consuming Written communication requires greater time in the preparation and transmission of messager. 2. Expensive As it takes long time to convey the message, written communication is more expensive especially for transmitting short messages over short distances. 3. Inflexibility Once a written message is sent there is no scope left for making amends for inaccuracy that may have crept into it. Moreover, a written message once transmitted cannot be withdrawn. 85 4. Little secrecy It is difficult to maintain complete secrecy about written messages. 5. Lack of personal touch Written communication tend to be very formal and lack personal touch. 6. Misunderstanding There is greater chance of the message being misunderstood. If the written message is poorly drafted it may create confusion and conflict. Gestural Communication: Communication through gestures or postures are known as gestural communication. It is often used to supplement oral communication. Gestural communication is very useful in conveying feelings, emotions and attitudes. For example, handshake with a subordinate or a pat on his back helps to motivate the subordinate. A person can convey much through wave of hands, parting of lips, movement of eyes, etc. Similarly, gestures by the audience indicates reaction or response to the oral message. Each media of communication has its strength and weaknesses. In practice, different media are used simultaneously to make communication effective. Oral communication is more useful when the message to be conveyed is complex or when the time available is very short. It is also appropriatewhen reaction of the receiver is needed quickly. Where the message is lengthy and reliable records are to be kept for future reference, written communication is more useful. Barriers to Communication: There are several obstacles that tend to distort the flow the messages. Such distortion leads to misunderstanding and frictions among the members of the organisation. These barriers do not permit healthy human relationships and they are injurious to teamwork and morale. Therefore it is necessary to analyse and remove the barriers to communication. The various barriers to communication may be described under three heads. 1. Organisational barriers 2. Mechanical barriers 3. Personal barriers 1. Organisational barriers: Organisational barriers arise due to inadequate or improper policies, rules and facilities regarding communication: a) Ambiguous policies, rules and procedures Organisation policies, rules and procedures lay down the communication channels and the subject-matter of communication. When these policies and rules are not clear, flow of communication is not smooth. 86 b) Status patterns Formal relationships and status symbols highlight the position or rank of individuals. The subordinates become conscious of their distance from the centre of authority and this awareness tends to widen the communication gap between superiors and subordinates. Greater the difference between the hierarchical positions in terms of their status, higher is the possibility of breakdown in upward communication. c) Long chain of command. In a complex organisation structure, there are several levels of authority. Formal communication have to pass through this chain (proper channel). As a result there are delays and distortions in communication. At every level, the message may be twisted or altered intentionally. Such filtering is more common in the case of upward communication. d) Inadequate facilities. Inadequate facilities in communication system disturb the flow of communication. 2. Mechanical barriers: Mechanical barriers arise due to problems in communication channels. These barriers are as follows: a) Overloading : When the number of messages is greater than the capacity of communication channel, there is overrloading. This causes delays and breakdowns in communication. c) Semantic barriers : Words used to convey messages have several meanings. Sometimes the message is not expressed in clear and precise language. Omission of important details, faulty translation, use of technical language and unclassified assumptions are the main semantic barriers to communication. d) Noise : Very often the communication is distorted and misunderstood due to noise in transmission and fault in the instrument. 3. Personal barriers: Most of the failures in communication arise due to faults on the part of the sender or receiver of the message. The important personal or human barriers are given below. a) Lack of attention or interest When the receiver is not attentive to the message, he fails to grasp its meaning. Sometimes subordinates do not want to communicate upward due to the fear that it may displease the superior. Lack of proper attention or interest may arise due to several reasons. b) Failure to communicate A manager may fail to communicate effectively on account of various reasons. He may just be lazy or assume that “everybody knows”. He may have the fear that sharing information with sub ordinates may reduce his prestige and power. He may have little time to talk to subordinates. He may not be aware of significance of the message for subordinates. 87 c) Hasty conclusion The receiver may be in a hurry or may by habit jump to hasty conclusions before analysing the complete message. Such premature evaluation stops transfer of information and leads to wrong interpretations. d) Distrust of communicator When the receiver lacks confidence in the competence or integrity of the sender, he may receive the message with doubt or suspicion. Repeated experience of this type makes the receiver to delay or postpone action. e) Love for statusque People by nature prefer to maintain the statusque as change creates uncertainty. When the message tends to disturb the existing state of affairs or it is against the interests of the receiver, it is likely to be resisted and ignored. Measures to overcome communication barriers: The following measures may be adopted to overcome communication. 1.Overcoming personal barriers The personal barriers mentioned earlier have to be overcome by individuals by improving their vocabularly power and fluency, gaining self- confidence and so on. For this, they can even undergo a short-term course in communication. 2. Shorter Communication channels A long channel of communication only leads to delay in sending or receiving any information. Further, a long channel gives scope for such problems as filtering. A shorter channel not only helps to avoid delay but also keeps the information intact. 3. Direct contact Wherever necessary, it must be possible to establish direct contact with the employees, shareholders, customers, creditors and so on. This will provide scope for personal touch, which is very important for communication to be effective. 4. Use of electronic devices Business communication, in the present days, relies heavily on electronic devices. Every contemporary organisation should, therefore, employ all such devices like fax machines, computers, mobile phones, pagers, etc., in addition to the conventional telephone so as to make the system of communication efficient and effective. 5. Use of grapevine There is always delay in sending and receiving formal communication. To overcome such a problem, informal communication or grapevine should be used wherever necessary to have quick access to information. 6. Removing mechanical defects All the mechanical devices used for communication including the telephone should be kept in proper working condition. 88 7. Feedback It is a technique used in communication to ensure that the message has been correctly received. The person sending the message can, for example, ask the receiver certain questions pertaining to the message conveyed to make sure that the receiver has clearly understood the message. 8. Mutual trust Last, but not the least, effective communication requires an atmosphere of trust and confidence between the superiors and subordinates. Only then any message will be sent and received with a feeling of goodwill. POINTS TO REMEMBER CHARACTERISTICS OF COMMUNICATION 1. Two way process 3. Meeting of minds necessary 2. Knowledge of language 4. The message must have substance 5. Communication may be made through gestures as well 6. Communication is all-pervasive 7. Communication is a continuous process PROCESS OF COMMUNICATION 1. Sender 3. Encoding 5. Receiver 7. Feed back BENEFITS OF COMMUNICAION 1. Helps in planning 3. Facilitates delegation 5. Helps to motivate 7. Aid to job-satisfaction 9. Aid to public relations TYPES OF COMMUNICATION 2. Message 4. Channel 6. Decoding 2. Vital for decision-making 4. Facilitates effective leadership 6. Helps in co-ordination 8. Helps to save time & effort 1. Based on relationships- Formal & Informal 2. Based on flow of direction - Upward & downward 3. Based on method used - Oral, written & gestural. BARRIERS TO COMMUNICATION 1. Organisational barriers i) Ambiguous policies, rules and procedures iii) Long chain of command 2. Mechanical barriers i) Overloading ii) Status Patterns iv) Inadequate facilities ii) Semantic barriers iii) Noise 89 3. Personal barriers i) Lack of attention or interest iii) Hast conclusion v) Love for statusque ii) Failure to communicate iv) Distrust of communior MEASURES TO OVERCOME COMMUNICATION BARRIERS 1. Overcoming personal barriers 3. Direct contact 5.Use of grapevine 7. Feedback 2. Shorter communication channels 4. Useof electronic devices 6. Removing mechanical defects 8. Mutual trust Project Try to solve the management problems given below. 1. Conduct a survey on your classmates and ask them about their motives regarding the following : (i) Joining school (ii) Choosing course of study (iii) Buying a brand of pen (iv) Going to a movie (v) Viewing a TV channe/Programme List out the motives common to most sutdents for each of the above. 2. Identify barriers of communication 1. Between you and your parents 2. Between you and your teacher 3. Between you and your friend 4. Between you and your brother/sister Suggest measures to overcome these barriers. Are they similar to what managers would do. 3. Meet 10 people for each of the following product they have recently purchased 1. Detergent soap 2. Fairness cream 3. Soft Drink 4. Cooking Oil Ask them about their motives in buying the product / brand. Identify the buying motives for each product and present in the classroom. This problem can be solved by applying the principles of management viz., Decision making