Communication 1.1 PDF

COMMUNICATION 1.1 Introduction: Communication Is Everywhere. In Academics: Conversation with friends, professors, seminars, GD, Tests, Report Submission & Exams. In Profession: Interaction with Subordinates, Superiors, Telephonic Conversation, E-mails, Letters, Reports, Proposal...

COMMUNICATION 1.1 Introduction: Communication Is Everywhere. In Academics: Conversation with friends, professors, seminars, GD, Tests, Report Submission & Exams. In Profession: Interaction with Subordinates, Superiors, Telephonic Conversation, E-mails, Letters, Reports, Proposals. Common Purpose- Sharing of Information. ‘Process of Communication’ “Communicate & Communicate Effectively.” Survival Without Communication is not possible. Communication Skills: ‘A Must for Professionals’ People at the Top = Almost always good at communication Process of Communication: Communicare (Latin word) = to share Sharing/Exchange of Information, Knowledge, Thoughts, Ideas between Sender & Reciever through an accepted code of symbols. The Sender encodes the message. …sends it through a channel (the language used i.e. words, actions, signs, objects or a combination of these) The Receiver receives the message, decodes it and acts on it. If the message received is same as sent, response is there or 'breakdown of communication' happens. The transmission of the receiver’s response is called feedback. Feedback essential as a barometer of effective communication. …otherwise we need to resend the message. Effective communication occurs when desired response is from the receiver. Communication environment : a well defined set up Channel: A medium (air/telephone wires) Language : A tool we use through these channels Essentials of Effective Communication: A Common Communication Environment Cooperation Between the Sender & the Receiver Selection of an Appropriate Channel Correct Encoding & Decoding of the Message Receipt of the Desired Response & Feedback NOISE: “Noise is defined as any unplanned interference in the communication environment, which causes hindrance in the transmission of the message.” 1. CHANNEL NOISE: Any interference in the mechanics of the medium used to send a message, Externally developed, distortion due to faulty background, noise in telephone lines, too high volume/pitch from loudspeaker, illegible handwriting etc. 2. SEMANTIC NOISE: Internally generated resulting from errors in the message itself, ambiguous sentence structure, misspelling, incorrect punctuation, pronunciation etc. Informal vs. Formal Communication:  COMMUNICATION 1.2 [Levels of Communication] Levels of Communication: 1. Extrapersonal Communication 2. Intrapersonal Communication 3. Interpersonal Communication 4. Organizational/ Business Communication 1. Extrapersonal Communication Communication between human beings and non human entities. Perfect coordination and understanding required between sender & receiver. At least one of them transmits information or responds in sign language only. Example: A pet dog coming to us wagging its tail while we return home from work. 2. Intrapersonbal Communication This takes place within the individuals. A kind of Internal Dialogue. Self-Motivation, Self-Determination, Thinking, Planning etc. take place at the intrapersonal level.  3. Interpersonal Communication Sharing of information among people. Roles of sender & receiver keep changing. Can be Formal or Informal. The interaction between the panel members & the candidate appearing is different from the conversation two candidates waiting outside. 4. Organizational/ Business Communication Communication in an organization at different hierarchical levels. Internal-Operational: All communication that occurs in conducting work within an organization. External-Operational: The work related communication that an organization does with people outside the organization Personal: All Communication that occurs without purpose as far as business is concerned.  1.3 Levels Of Communication Business Communication: Business Communication is also known simply as "communications". It is closely related to the fields of professional communication and technical communication. In business, the term ‘communications’ includes various channels of communication like Internet, Print Publications, Radio, Television, Media, Outdoor, and Word of mouth. Business Communication is used to promote a product, service, or organization; sharing information within the business; or deal with legal and similar issues. note: Business Communication includes: Marketing, Branding, Customer Relations, Advertising, Public Relations, Corporate Communication, Training & Development, Online communication and event management. Good Communication is Good Business: In early times, business communication was limited to paper-work, telephone calls etc. With advent of technology, we have cell phones, video conferencing, emails, satellite communication to support business communication. It is essential for success and growth of an organization. Communication gaps should not occur in any organization. Communication is essence of management. The basic functions of management (Planning, Organizing, Staffing, Directing and Controlling) cannot be performed well without effective communication. Communication needs to be effective in business. Effective business communication helps in building goodwill of an organization.  Methods of Business Communication Web-based communication - for better and improved communication, anytime anywhere. Video conferencing which allows people in different locations to hold interactive meetings. E-mails - which provide an instantaneous medium of written communication worldwide. Reports - important in documenting the activities of any department. Telephoned meetings - which allow for long distance speech. Presentations - very popular method of communication in all types of organizations, usually involving audiovisual material, like copies of reports, or material prepared in Microsoft PowerPoint or Adobe Flash. Forum boards, which allow people to instantly post information at a centralized location. Face-to-face meetings - which are personal and should be succeeded by a written follow. Flow of Communication Information flows in an organization both formally & informally. Formal communication means communication that follows the official hierarchy. It flows through formal channels. A manager instructing a subordinate, an employee bringing a problem to a supervisor's attention, two employees discussing a client’s order. Flow could be in various directions-downward, upward, lateral, or diagonal. 1. Downward Communication  It flows down the chain of command. When managers inform, instruct, advise, or request their subordinates, the communication flows in a downward pattern. It can take any form: memos, notices, face to face interactions, or telephone conversations. Such communication increases awareness about the organization among employees. 2. Upward Communication When subordinates send reports to inform their superiors or to present their findings & recommendations, the communication flows upward. It keeps managers aware of how employee feel about their jobs and the organization in general. It helps managers to make certain decisions or solving some problems which concern the organization. The extent of upward communication depends on the organizational culture. Ex. Open culture, Highly authoritative environment. Suggestion boxes, Employee Attitude Surveys, Review Reports etc. 3. Lateral/ Horizontal Communication  It takes place among peer groups/ hierarchically equivalent employees. Such communication is often necessary to facilitate coordination, save time and bridge the communication gap among various departments. From the organization’s point of view, It can be either beneficial or harmful. Its very vital for the growth of an organization as it builds cooperation among the employees as well as various branches. 4. Diagonal/ Cross-wise Communication It flows in all directions and cuts across functions & levels in an organization. When a sales manager communicates directly with the VP (Production) who is not only in a different division but also at a higher level. Though It deviates from the normal chain of command, there is no doubt that its quick & efficient. The increased use of e-mails also encourages cross-wise communication regardless of the receiver's function or status. Its also referred to as Cross-wise, Radial, or Circular Communication.  COMMUNICATION 1.4 [Communication Network] ”Communication Networks show the way information flows in an organization. This is the interaction pattern between and among group members.” 1. FORMAL NETWORK MODELS: - Chain Network - Y-Network - Wheel Network - Circle Network - All-Channel Network 2. INFORMAL NETWORK MODEL (GRAPEVINE): - Single Strand - Gossip - Probability - Cluster Centralized & Decentralized Organizational Structure An organizational structure is the outline of a company’s framework and guidelines for managing business operations. Small business owners are usually responsible for creating their companies' organizational structure, which is usually an extension of the owner’s personality, management style and characteristics. Two types of organizational structures are found in the business environment: centralized and decentralized. Each structure offers advantages and disadvantages for business owners. Centralized organizational structures rely on one individual to make decisions and provide direction for the company. Small businesses often use this structure since the owner is responsible for the company’s business operations. Decentralized organizational structures often have several individuals responsible for making business decisions and running the business. Decentralized organizations rely on a team environment at different levels in the business. Individuals at each level in the business may have some autonomy to make business decisions. 1. FORMAL NETWORK MODELS A. CHAIN NETWORK The Chain Network is a vertical hierarchy in which communication can flow only upward or downward. In Chain Network, members communicate with people next to them in sequence. +ve Aspect is: It can be used to transfer important messages from higher management levels to lower levels. -ve Aspect is: This often leads to one way communication and the people in lower order of chain isolation is felt. B. Y-NETWORK  The Y-Network is a multi-level hierarchy and a combination of Horizontal & Vertical flow of communication. Same as chain network except that there are 2 members outside the chain. C. WHEEL NETWORK The Wheel Network refers to several subordinates reporting to a superior. It’s a combination of Horizontal & Diagonal flow of communication. + ve Aspect: The central management can pass messages to all departments quickly. - ve aspect: The departments cannot communicate directly between themselves. D. CIRCLE NETWORK The Circle Network allows employees to interact with adjacent members but no further. In the given figure, there is vertical communication between superiors & subordinates, and horizontal communication only at the lowest level. Here members communicate with others close to them in terms of expertise, office location, etc. E. ALL CHANNEL NETWORK The All-Channel Network enables each employee to communicate freely with the others. Here, everybody's views are equally & openly shared. +ve Aspect: This is used to create or discuss new ideas. -ve Aspect: Can be time-consuming and there is no clear leader or sender of messages.  1. The Chain Network is a vertical hierarchy in which communication can flow only upward or downward. 2. The Y-Network is a multi-level hierarchy and a combination of Horizontal & Vertical flow of communication. 3. The Wheel Network refers to several subordinates reporting to a superior. It’s a combination of Horizontal & Diagonal flow of communication. 4. The Circle Network allows employees to interact with adjacent members but no further. In the given figure, there is vertical communication between superiors & subordinates, and horizontal communication only at the lowest level. 5. The All-Channel Network enables each employee to communicate freely with the others. Here, everybody's views are equally & openly shared. note: There are a number of ways to organise communications networks, each with different advantages. Networks of communications may be: centralised - where a leader directs the flow of communication. decentralised - each member of the group has access to the ideas of all other members.  2. INFORMAL NETWORK MODELS (GRAPEVINE) Besides flowing through the formal networks, communication in an organization also travels along an informal network-the GRAPEVINE. Single Strand is the way in which people pass the message along a single strand. In the Gossip network, one person passes information to all the others. In the Probability network, each person tells others at random. Cluster is the most popular pattern of grapevine communication, where some people tell a selected few of others. NOTE: The wheel & all channel networks preferred if speed of communication is a priority. The chain, Y & wheel networks serve best if accuracy is crucial. In general, grapevine is rapid, voluntary, multidirectional & capable of resolving conflicts. If blindly accepted, Grapevine could be harmful & lead to misunderstanding in case it is baseless or of incomplete information.  COMMUNICATION 1.5 [BARRIERS of COMMUNICATION] 1. INTRAPERSONAL BARRIERS 2. INTERPERSONAL BARRIERS 3. ORGANIZATIOPNAL BARRIERS 1. INTRAPERSONAL BARRIERS Individuals are unique. Differences in experiences, education, values, and personality. Interpretation of the same information differently. Intrapersonal Barriers occur due to, a. Wrong Assumptions, b. Varied Perceptions, c. Differing Background, d. Wrong Inferences, e. Impervious Categories, f. Categorical Thinking. a. Wrong Assumptions Sender & Receiver being unknown to each other’s background, experience or education. Try to put yourself in the shoes of the listener. b. Varied Perceptions  Individuals also perceive situations differently. None of them is wrong. It’s all a matter of perception. The best way is to step back & take a wider perspective. c. Differing Backgrounds No two persons have similar background. Empathy or identification with another person is the solution. Use language understood by the receiver to avoid any uncertainty. One ought to be cautious while using words. Words must be suited to the audience. Express your ideas as simply and clearly as possible. d. Wrong Inferences Sometimes we fail to distinguish between what actually exists and what we had assumed. Inferences are more dramatic than facts, and they give more scope for gossip & rumour. Facts are essential to analyse material, solve problems and plan procedures. e. Impervious Categories  People of impervious category generally don’t want to deviate from their point of view. Such people are very rigid in their opinion and may face problems in communicating effectively. They tend to ignore variations & differences, which lead to unreliable conclusions. This is a result of having closed mind. Such people are called misoneists. f. Categorical Thinking People who feel that they ‘know-it-all’ are called pansophists. This type of thinking can pose a major barrier, leading to a failure in communication. “All/ Always/ Everybody/ Everything/ Every time/ None/ Never/ Nobody/ Nothing…" To avoid this barrier, Use ‘in most situations’, ‘likely’, ‘the evidence indicate’, etc. If data is insufficient, its better to admit that we are unaware of the rest of the information. 2. Interpersonal Barriers Interperasonal barriers stem from an individual’s attitudes or habits, whereas interpersonal barriers occur due to the inappropriate transaction between two or more people. The most common reasons are, a. Limited Vocabulary, b. Incongruity of verbal & nonverbal message, c. Emotional Outbursts, d. Communication Selectivity, e. Cultural Variations, f. Poor Listening Skills, g. Noise in the Channel. a. Limited Vocabulary An inadequate vocabulary can be a major hindrance in communication.  Make constant efforts to increase your vocabulary by reading books and listening to good speakers. Enjoy the language! b. Incongruity of Verbal & Non-verbal Message The difference between the verbal & non-verbal communication leaves the listeners feeling confused & puzzled. Non-verbal communication usually enhances and enlivens verbal communication. Physical appearance is also important. c. Emotional Outbursts Emotions are an integral part of our life. Positive emotions if used reasonably can make the communication more effective. Excessive emotional involvement can be an obstacle in communication. Like extreme anger. d. Communication Selectivity If in a communication process, receiver pays attention only to a part of the message, this barrier is called Communication Selectivity. We do so because we may be interested only in that part which may be of use to us. Here sender is generally not at fault. e. Cultural Variations  One of the predominant factors in communication failure. Globalization Multinational workforce Know the business practices, social customs,, and etiquette of a particular country. f. Poor Listening Skills A common obstacle. Difference between listening & hearing. Emotional disturbances, indifference, wandering attention, self centeredness etc. Good speaker as well as better listener. Pay proper attention, ask questions at the appropriate moment, don’t jump to the conclusions, maintain your composure. g. Noise in the Channel Any unwanted signal which interferes in the flow of communication. Can also be of visual, audio-visual, written, physical or psychological forms. Reduced interest of receiver in the message. 3. Organizational Barriers In organizations with many levels of communication, messages have a greater chance of being distorted. This occurs due to, a. Too Many Transfer Stations, b. Fear of Superiors, c. Negative Tendencies, d. Use of Inappropriate Media, e. Information Overload. a. Too Many Transfer Stations  Usually messages get distorted in huge organizations with several layers of communication channels. Because of poor listening, lack of concentration, communication selectivity etc. Transfer stations do serve the purpose but too many of them must be avoided. b. Fear of Superiors In rigidly structured organizations, fear of the superiors prevents subordinates from speaking frankly. Its essential to create an open environment to increase the confidence of people to speak freely. By encouraging active participation from the subordinates, more fresh ideas, resources and solutions could be arranged. c. Negative Tendencies Conflict of ideas between members and non-members of a work group. And it paves the way for negative tendencies in the organization. Leading to create noise in interpersonal communication. d. Use of Inappropriate Media  While choosing the medium, one should keep in mind the advantages, disadvantages and potential barriers to communication. Following factors should be considered, (i) time, (ii) cost, (iii) type of message, (iv) intended audience. Usually, a mix of media is best for effective communication. e. Information Overload Huge amount of data: one of the major problems faced by organizations today. Usually results in fatigue, disinterest and boredom. Quality of information is more important than the quantity of information. Screening of information must be done to highlight the major points.  COMMUNICATION 1.6 [PRINCIPLES OF EFFECTIVE COMMUNICATION & IMPORTANCE OF BUSINESS COMMUNICATION] (i) Principle of Clarity, (ii) Principle of Completeness, (iii) Medium of Communication, (iv) Principle of Integrity, (v) Principle of Strategy, (vi) Principle of Timeliness, (vii) The Rule of Feedback. (i) Principle of Clarity The objective of the communication must be clear. Manager should know what he wants to communicate. He should always keep in view the education, experience & familiarity with the language of the receiver. Communication should be in an easily understandable language. (ii) Principle of Completeness An effective communication must be adequate & complete in all respects. All the necessary information must be there. If something valid is missing, this might result in an incorrect meaning. (iii) Medium of Communication  Medium of communication must be carefully selected. It depends on subject matter, urgency of communication, situation etc. (iv) Principle of Integrity Communication is a tool for maintaining necessary cooperation between superior & subordinates for attaining organizational objectives. Messages should not be mutually conflicting so that any chaos & confusion could be avoided. (v) Principle of Strategy Principle of Strategy means strategic use of communication. There should be a good superior-subordinate relationship based on openness and trust. Everybody should feel free to communicate, to make suggestions and share ideas. There must the right climate in the organization to facilitate communication. (vi) Principle of Timeliness Any information is useless if its not communicated to the proper person on time. All communication should be made on time to remain effective. Communication made late serves no purpose. (vii) The Rule of Feedback  As per this rule, two more additional steps are required to complete the process of communication. 1. Acceptance of communication by receiver, 2. Feedback to the sender. There should be a follow up communication to know if the receiver has got the message correctly or not. Feedback is necessary to ensure understanding. Importance of Business/ Professional Communication 1. Professional communication plays a crucial role in any organization. 2. Whether It’s Verbal Communication like face to face or telephonic conversation, meetings, seminars, conferences, instructions, presentations, group discussions, interviews et al. 3. …Or It’s Written Communication like memos, letters, e-mails, faxes, notices, circulars, newsletters, reports, proposals, research papers, manuals, in-house journals, brochures et al. 4. All managerial or administrative activities involve communication be it planning, organizing, recruiting, or decision making. 5. The various types of communication not only help an organization to grow, but also enable the communicators to develop certain attributes. 6. The higher your position, greater is your need to communicate (effectively). 7. To become an effective communicator, there is one and only one key: Communicate, Communicate and Communicate… 8. It’s very necessary that all forms of communication (both verbal and written) should exist in an organization. 9. It’s this communication only which enables employees to work together. 10. It’s impossible for an organization to survive without communication.  COMMUNICATION 1.7 [7 Cs & ROLE OF COMMUNICATION IN BUSINESS WORLD] 1. Correctness At the time of encoding, if the encoder has comprehensive knowledge about the decoder of message, it makes the communication an ease. The encoder should know the status, knowledge and educational background of the decoder. Correctness means: Use the right level of language, Correct use of grammar, spelling and punctuation & Accuracy in stating facts and figures. “Correctness in message helps in building confidence.” 2. Clarity Clarity demands the use of simple language and easy sentence structure in composing the message. When there is clarity in presenting ideas, it’s easy for the receiver/decoder to grasp the meaning being conveyed by the sender/encoder. “Clarity makes comprehension easier.” 3. Conciseness A concise message saves time of both the sender and the receiver. Conciseness, in a business message, can be achieved by avoiding wordy expressions and repetition. Using brief and to the point sentences, including relevant material makes the message concise. Achieving conciseness does not mean to loose completeness of message. "Conciseness saves time.” 4. Completeness By completeness means the message must bear all the necessary information to bring the response you desire. The sender should answer all the questions and with facts and figures. and when desirable, go for extra details. “Completeness brings the desired response.” 5. Consideration Consideration demands to put oneself in the place of receiver while composing a message. It refers to the use of You attitude, emphases positive pleasant facts, visualizing reader’s problems, desires, emotions and his response. “Consideration means understanding of human nature.” 6. Concreteness Being definite, vivid and specific rather than vague, obscure and general leads to concreteness of the message. Facts and figures being presented in the message should be specif. “Concreteness reinforces confidence.” 7. Courtesy In business, almost everything starts and ends in courtesy. Courtesy means not only thinking about receiver but also valuing his feelings. Much can be achieved by using polite words and gestures, being appreciative, thoughtful, tactful, and showing respect to the receiver. Courtesy builds goodwill. “Courtesy strengthen relations.”  “Communication is simply a method of sending a message from one person or group of persons to another. It is of vital importance to a business because it involves all the persons and organizations connected with the business - employees, customers, shareholders, suppliers - and a whole range of people outside - tax authorities, local government and national government officials and indeed, any person or organization throughout the world with which the business has any contact.” Facilitates Planning: Communication enables the management to secure useful information from the lower management, workers & office staff, without which it would be impossible to formulate company policies & practices. Helps in Decision Making: Communication is the basis of decision making. An effective communication enables both the management and the subordinates to identify the real problems and take appropriate decisions. Supports Co-ordination: Communication is a must for co-ordination. The upward, downward and horizontal interactions between members at all levels of the organization hierarchy is impossible without communication. Improves Superior–Subordinate Relationship: Communication promotes the exchange of ideas between the superiors and the subordinates as a result of flow of information and discussion between them. This ultimately improves superior-subordinate relationship. Helps in Motivation & Morale Building: Workers’ participation in decision making and information sharing gives them a sense of responsibility and ultimate satisfaction. And it develops a sort of self motivation within the workers. Higher Productivity at Lower Cost: Effective communication saves time and effort. It increases productivity and reduces cost. Communication provides ‘Will To Work’. Employees feel more interested and confident if policies & plans are communicated to them effectively. Creates Mutual Trust & Confidence: Effective communication creates mutual trust and confidence between the management and the workers. The sharing of ideas and experiences, workers participation in management eliminates fears and misunderstanding.