Communication Theory and Practice PDF

1 cOMMUNICATION: Chapter THEORYAND PRACTICE Introduction within a group Communication is the sharing of information betw...

1 cOMMUNICATION: Chapter THEORYAND PRACTICE Introduction within a group Communication is the sharing of information between two or more individuals.Or to reach acommon understanding. The dictionaries say that communication is the transmission of a message or information by speaking or writing. Another dictionary declares that communication is giving or exchanging information, signal, messages by talk or gesture or writing. Yet another definition is that communication is a social intercourse. Communication is all this and much more. A good definition should not only give the precise meaning but also throw light on the scope of the word/expression. Hence, communication is giving, receiving or exchanging ideas, information, signals or messages through appropriate media, enabling Fig. 1:Communication individuals or groups to persuade to seek information, to give information or to express emotions. Therefore, we can say that we are able to communicate when we are able to do any one or all of the following. 1. Inform You may be required to give facts or information to someone, for example communicating the time table of an exam to a friend. 2. Influence Youmay be required to influence or change someone in an indirect but usually important way. For example: negotiating with a shop keeper to reduce the price or helping a friend to overcome stress due to Cxam pr other reasons. 3. Express feeling : Talking about your feeling is a healthy way toexpress them. For example Sharing your excitement about doing well in your exams or sharing your feelings with your parents and friends. Now, we will discuss various aspects related to communication  1s in Engtish 2 communication? ()) What is effective? (ii) How can 1t be more and prOcess (iii) Its components functions (iv) Scope and (v)Its importance/relevance communication. (vi) Tools and Barriers to communication more effective. (vii) Howto make their key components, etc. (viii) Types of communication and Definitions understand it to be a form or a wav of Whenasked to detine commnunication most of the time people that. It involves transfer of information from n talking or listening. But communication goes beyond with it. associated person tO another. But there are other aspects communication. Let us look at some important definitions of another, whether or not it " Communication is transfer of information from one person to the receiver. elicits confidence. But the information transferred must be understandable to G.G. Brown. Communication is the intercourse by words, letters or messages. Fred. G. Meyer. We can now proceed to define communication from what we have seen above:Communication is the method of transferring information between people or group for nutual understanding and contidence. It involves the flow of information from the sender to the receiver. The receiver must understand the meaning and message of information. It can also be taken as the process of sharing ideas, thoughts, opinions and views from one person to another person. Communication involves the transmission of verbal and non-verbal messages. It conveys complex, sensitive and controversial information. Communication requires the full understanding of behaviours associated with the sender and receiver. It is the exchange of facts, opinion, idea or emotion between two or more than two persons of common interest. The process of communication can be classified into two calegornes, mass media and group media. Mass media focuses on reaching a wide audience and the group heala reaches a specific group with clearly defined characteristics. Radio, television, and internet are eXamples of mass media channels and drama, storytelling, music and dance falls under group medla. Communication is simply the act of transferring information trom one place to another. t cau Verbal, wrntten by using printed or digital media such as books, magazines, websites or visual using logos, maps, charts or graphs and non emails.s a verbal using body languages, gestures and the tone and pitch of the voice. Characteristics of communication : 1. Accurate information of an message : The The message of a communication must be clear, concise and accurate. inaccurate message loses its credibility. The sender of the information also loses credibility. The etfectiveness of the conveyed. 2. Timely :The of the communication is accurate in terms of the context employees want to know what is going on in the external and intermal environment organization. technology The of the communicate with employees in atimely manner. It is also criticalchallenging for the eftectiv than veness before the businessto of thebusiness coMmunication. environment is more  3 Communication : Theory and Practice 3. Understanding : Efectivecommunicators mustunderstand to whom they are talking with. They must understand the style of communication. For example, people probably talk to the co-workers very differently than they talk to their boss. 4. Empathy : Empathy means pulling yourself in the vther person's shoes. Effective communicators always see the situation of empathy from the perspective of the other person. It also includes the emotions that might be involved with the nessage. 5. Effective Listening : Effective Listening is the method of hearing what other person is saying. know the The restatement of the message and repeating it back to the individuals will let you understanding of their point accurately. It also shows that you care enough about their message to get it right the first time. has been 6. Frequent : Effective business communication occurs frequently to ensure that it the receiver if it is received by all employees. It cannot be assumed that a message has been received by from one job to another sent for just one time. The employees leave, join the company and gets transter that requires new and updated information. through multi channels to 7. Multi channel : Effective business communication needs to be sent businesses have a variety of channels to ensure that it is received by employees in different settings The email, blogs, social media sites choose from the traditional such as print, meetings to the new technology one of the most eftective types of 8. Face to Face : Face to face communication is still large organization communication. It should be used whenever possible and practical. It is used in very conferencing of the use of webinars. which can be challenging. It may include video opportunity for two way communication to 9. Two-way : Effective communication gives the should be two way as employees need the benefit employees and employers. The communications imanagers and employers. opportunity to share their feed back, opinions and thoughts with Asking for clarification, when necessary : Effective communicators should not be afraid to 10. ask for clarification if theydon't understand the message. If anyone asks for clarification, it shows that he also ensures that the conversation has proceeded really care about the person who is talking. It appropriately. Language : The effectivé communicators must work hard to keep their messages positive 11.Body on what they can do for others instead of to acomplaint. Everyone should focus usno one likes to listen communicators must keep the message positive that may allow doing the things they feel difficult. The with grace. the other person to accept your 'no' Functions ofCommunication function of communication involves a mutual exchange of understanding. It is the basic The planning, management. The functions of communication includes : Staffing, directing, internal business Communicativn is a necessary for the etfective functioning ofboth organizing and controlling. and external activities of the organization. the basic requirement of adjusting oneself to the environment is 1. Information : The what is going on in the environment which concerns some information about infornation. There must be intormation underlines all communication indirect receiving or giving of the people. The direct or functions.  4 Communication Skills in English , Command or Instructive : The command or nstructive function is the purpose of inorning theirsubordinates about what to do, how to do and when to do. The command and instructive mctions of communication are more effective and observable in formal oganizations than in informal organizations. 3, Interaction : Communication is essential for employees who work together on a proieet during the training process. Communication helps the employees to interact with the customers and each other. Interaction is necessary for al the employees. Acustomer service department communicates with customers to help them resolve issues. In the past, a business letter can be used to introduce a comnany to a potential customer. 4. Influence or persuasive : The purpose of communication is to influence people and lead them inthe desirable direction. The persuasive function of communication helps to direct and motivate the employees in their respective fields. 5. Integrative : A major function of communication is to integrate any disintegration at the interpersonal and at the organizational level. This helps in maintaining individual, social and organizational stability. It also helps to establish identity of the organization. 6. Motivational : Managers use communication to performance. The communication can help companies to reachmotivate workers and to achieve peak the specific objectives, by clarifying the expectation of employees and providing incentives for meeting and 7. Control : A company uses exceeding expectation. employees and their work environment. The communication as a method to maintain control over policies employees are allowed to act in the workplace. Theand procedures of human resources indicate how outlined by job descriptions. Performance reviews parameters of an employee's job function are attains a promotion. control whether as employee receives a raise or 8. Providing : and receive feedback onCommunication allows the the changes that are being employees, managers and business owners to give considering a purchase of new computer system,considered.he For example, ifa small business owner is determine what features the may first consult with system should include and what help they the employees. They Scope of Communication may need in learning the system. Communication and pervasive. Human is essential in every part of our human life. The beings are somehow engaged in scope of pass' even a day without communication, communication from cradlecommunication is WIde to grave. No one can Fig. 2 : Scope of The scope of 1. communicatiOn Communication in are given as personal life : communi follows: cation human life. We depend on Comnmunivarious communication for doing our cation activities is closely related to every from part of down to dusk. Nobody Communication :Theory and Practice 5 can pass his/her daily life without the application of communication. It is an important part and parcel of our personal life. Everybody needs to communicate with different people and organizations daily. 2. Communication in social life : Humans are social beings and everybody in the society are related to each other. Business communication has played the vital role in this social freedon of human beings. The presence of communication helps the people to share their sorrows, happinesses, etc. we are living in an integrated society because we are on the human civilization. In social life, people need to develop social bondage. Communication helps us in creating and strengthening this social bondage. 4. Communication in state affairs : The life of state cannot run without the flow of communication. Business communication plays a vital role for different ministeries, departments, divisions and offices of the state in performing the activities. The government maintains the functions of the state by the different modes of communication. Without communication, the state neither can administer its various wings nor can maintain relationships with the other part of the world. The whole world has turned into a global village due to revolutionary change in communication. 5. Communication in Business : In this modern age, we cannot think of business without communication. Communication is the lifeblood of business. It provides necessary information in formatting business plans and policies. Communication is directly related to the production nfgoods and services, purchasingand selling, warehousing, distribution and other business activities. 6. Communication in Management:Management is the means of achieving organizational goals.The effective communication with the various internal and external parties leads to efficiency and effectiveness of management. The level of management like planning, organizing, recruiting, leading motivation, coordination and control depend on sound communication method. Every function of management depends on communication. 6. Communication in Industrial Relations: Industrial Relation refers to the management oflabour relationship in the industry or in an organization. The good industrial relation means the relationship of owner and employee. It is necessary to bring success in business. Employees are the mainspring of an organization and their cooperation is must to operate business activities. Free flow of information lessens doubt, confusion and controversies between workers and management. As a result, the harmonious relationship develops in the organization. 7. Communication in International affairs : The communication is not merely confined within the national boundary, in this age of globalization. All the countries are exchanging their cultural, economic, social, political, educational, technological affairs with each other. Various regional and international organizations such as the united nations, world Bank, NAFTA, SAFTA, ASEAN. SAARC. EU, etc. have been formed which facilitate cooperation and communication among countries. 8. Communication in Religion: Communication is also present in spreading and circulating various religious doctrines. Prophets and saints have preached the verses of almighty to their followers. Even now, many religious thinkers are performing the duty of preaching and circulating religious verses. Principles of Effective Communication Principles of effectivèe communication is known as 7 Cs of communication.Effective communication can happen if we follow the basic principles of profesional communication skills. These can be abbreviated as 7Cs, i.e. clear, concise, concrete, correct, coherent, complete and courteous. These are further explained in the following table: The 7 Cs of communication are a checklist that can help you communicate more effectively in written and spoken messages :  Communication Skitls in Engish 6 and your message is clear 1. Clear : Ensure misunderstanding. with no room for Complete easy to understand, without using Concise : Get to the point 2. Correct Concrete images. unnecessary words or Use specific examples or 3. Concrete generality from your 7Cs of explanations to remove fuzziness and and also reinforce your ideas with data Communication Concise ideas. You can Clear confidence. facts to boost vour word 4. Correct Ensure the information, grammar are accurate. You can use online Courteous Consideration choice, and thesauruses to help. tools like spellcheckers and logical 5. Coherent : Present information in a Fig. 3 sequence. enough information so 6. Complete : Provide your audience can understand. time Use a polite and professional tone, and show respect for your audience's 7. Courteous : communicate courteously by and attention. For example, ifyou're delivering bad news, you can try to omitting humor and expressing renmorse. Exercise 1. What do you mean by communication? 2. Discuss about the scope of communication. communication. 3. Explain the various functions of 4. Write the characteristics of communication. 5. Mention principles of effective communication? 6. What is the scope of communication? Process of Communication Effective Communication Process The process of communication refers to the transmission or passage of information or messa from the sender through aselected channel to the receiver overcoming barriers that affect itsin pae formof process of communication is a cyclic one as it begins with the sender andends with the sender processof feedback. It takes place upwards, downward and laterally throughout the organization.The being affected communication as such must be a continuous and dynamicinteraction, both affecting and|be by many variables. essential of at Communication process consists of certain steps where each step constitutes the effective communication.  7 Communication : Theory and Practice Elements in the process of communication We will now learn about the different elements in the process of communication. Message Source Encoding Channel Decoding Receiver Context Feedback Fig. 4 1. Sender: The very foundation of communication process is laid by the person who transmits or sends the message. He is the sender of the message which may be a thought, idea, a picture, symbol, report or an order and postures and gestures, even a momentary smile. The sender is therefore the initiator of the message that need to be transmitted. After having generated the idea, information, etc. the sender encodes it insuch a manner that can be well understood by the receiver. 2. Message : Message is referred to as the information conveyed by words as in speech and write aps, signs, picturesor symbols depending upon the situation and the nature and importance of information desired to be sent. Message is the heart of communication. It is the content the sender wants to convey to the receiver. It can be verbal both written and spoken or nonverbal i.e. pictorial or symbolic, etc. 3. Encoding : Encoding is putting the targeted message into appropriate medium which may be verbal or non verbal depending upon the situation, time, space and nature of the message to be sent. The sender puts the message into a series of symbols, pictures or words which will be communicated to the intended receiver. Encoding is an important step in the communication process as wrong and inappropriate encoding may defeat the true intent of the communication procesS. 4. Channel : Channel (s) refers to the way or mode the message flows or is transmitted through. The message is transmitted over a channel that links the sender with the receiver. The message may be oral or written and it may be transmitted through a memorandum, a computer, telephone, cell phone, apps or televisions. Since each channel has its advantages and disadvantages, the choice of proper selection of the channel is paramount for effective communication. listener, a 5. Receiver :Receiver isthe person or group who the message is meant for. He may be a reader or aviewer. Any negligence on the part of the receiver may make the communication ineffective. The receiver needs to comprehend the message sent in the best possible manner receiver such that the true intent of the communication is attained. The extent to which the decodes the message depends on hisher knowledge of the subject matter of the message,  Communication Skllls in English experience, trust and relationship with the sender. The receiver is as significant a factor in shouit pommunication process as the sender is. It is the other end of the proceSs. The receiver communicat. in ft condition to receive the message, that is, he/she should have channel of him/her to cause active and should not be preoccupicd with other thoughts that might insufficient attention to the message. 6. Decoding : Decoding refers to interpreting or converting the sent message into intelligibla receiving. language. It simply means comprehending the message. The receiver after message interprets it and tries to understand it in the best possible manner. 7. Feedback : Feedback is the ultimate aspect of communication process. It refers to the responee of age the receiver as to the message sent to him/her by the sender. Feedback is necessary to ensure that the message has been effectively encoded, sent, decoded and comprehended. It is the final step of the communication process and establishes that the receiver has received the message. In other words, the receiver has correctly interpreted the message as it was intended by the sender. It is instrumentalto make communication effective and purposeful. Types of Feedback: Kevin Eujcberry, the world famous leadership exponent mentioned the four (a) Negative Feedback or corrective comments about past behaviour. (b) Positive Feedback or affirming comments about future behaviour. (c) Negative feed forward or corrective comments about future behaviour (d) Positive feed forward or affirming comments about future behaviour. Communication Process Let us now see the steps of communication process : 1. The sender decides the message to be transmitted. 2. The sender encodes the message. 3. The sender selects the appropriate channel of communication. 4. The receiver receives the message. 5. The receiver decodes the message. 6. The receiver provides the feedback to the sender. The process of communication, however is not as transmission to receipt, the message may get interfered orsmooth or barrier free as it seems. From its disturbed with at any stage by many factors which are known as barriers to effective communication method. n addition to a p0or communication. One of the factors is poor choice of effective communication include noise and other choice of communication method, other barriers to Porngnize nonverbal signals. We will discuss thesephysical distractions, language problems and failure to barriers of communication in a Communication Cycle subsequent chapter. Elements of sender. areceiver communication cycle: The and a message that is senttoprocess of communication is a two way street. It i remmired to be the receiver. For proper communication the message requires a understood by the receiver. Thereafter a feedback is sent back to the sest receiver which informs that the message was effectively sender by the communicated Communication : Theory and Practice 1. Development of an idea : He is aperson who intends to and sends a message to someone through any medium. E.g, ifateacher asks her students to keep quiet, she is the sender of the message. 2. Encoding :t is aprocess of converting ideas and thoughts into amessage which can be easily understood by the person receiving the message. The sender is the encoder of the massage. It is the information which the sender intends to communicate to the receiver. E.g., if an employee needs to inform his boss in another city that he has achieved the task assigned, he can write him an e-mail. In this case, the e-mailwith details will be the message. 3. Transfer Channel :It is the mode by which the message is transnitted to the sender. Itis the carrier of the message. The channel can be oral, verbal or in non-verbal form depending on the person or organization you communicate with, e g., e-mail, letter., media, etc. 5.Receiver: He is the person who receives the message by listening, reading or understanding it. ,he becomes the receiver.e.g. If you call a friend to inform him about the date of an examination message. 4. Decoding : It is the function of converting and interpreting the message sent. It involves the understanding of the message received. A receiver is the decoder of a message. 5. Feedback : It involves giving response to the message received. Feedback can be positive or negative. Through feedback, it can be understood if the message has been successfully understood of Eg Ifa senkis very important for improving communication skills and also performing the tasks well. Fendira senior at work gives feedback to the subordinate that he needs to check the work twice before sending, then such feedback would probably help the subordinate to improve at his job. Importance of Channel Channel is the mode by which the message is transmitted to the the receiver of the can be verbal or non-verbal. The channel shouch the message is trithe situation and the reserver of the message. While sending a the channel should be selected as the urgency of the the meriver sabilities and the availability oftese, the sender should consider the urger impact of Dreamcat can be effective only when it is sent through a proper channel as it ensures smelay in the come on the other hand selection of the went through aproper channel as it cation and delay in the contounication process. Thus,selection of proper channel plays akey factor in effective communication. Eg If aperson residing in the USA and intends to communicate to someone in India, then opting to comunicate through e-mail is much faster and economical rather than sending a post. Importance of Medium Medium is the chai1el or system used for communication. Different comnmunications require different mediums. Videos and emails are the right medium to reach a mass audience at a time. To discuss ideas and issues, an open forum is the right nmedium.Selection of theright medium is a key factor in marketing strategies. Thus, without the right medium, effective communication is not possible. Importance of Feedback in the Communication It enhances the effectiveness of the communication as it permits the sender to know the efficacy of his message. It enables the sender to know of his/her message has been properly comprehended. The analysis of feedbacks helps improve future messages. Feedback, like the message, can be verbal or nonverbal and transmitted through carefully chosen channel of communication. 10 Communication Skills in We catn represent the above steps in a model as the model of communication procese English Roles of sender and receiver in communication cycle 1. Sender's Role : Sender is the person sending the message. His role includes : (a) Planning : This is the first step of the communication process. Here, the sender has ideas that he would like to communicate. Athought process is then required to plan the message in an organized manner. The sender first determines all the information that needs ofto sending certain conveyed and also its purpose. Once this is clear, he/she proceeds to plan on how to send the The message planned also necds to take into consideration other factors like who the receivermesis,sag.the receiver's role, intelligence and experience of receiver and what the receiver is expected to do. (b)Encoding : Encoding is ihe process of conversion of the message in a manner thas:. understandable to the receiver. Code,refers to symbols,characters and signs of alanguage that for message. The chosen channel can be verbal or non-verbal in form. Verbal messages could be o (telephone, face to face speaking, radio, cinema, skype) or written (letters, telex, e-mails, newspanem SMS, printed material, circulars). Non-verbal messages could be through any Graphical languape (Charts, graphs, maps....) or through Body Li nguage (using gestures, eye contact, posture, touch, facal expressions.) 2. Receiver's Role : To be able to communicate in the best possible manner, both, the sende as wellas the receiver need to put in equal effort, Following are the roles of the receiver. (a) Receiving : The initial role of the receiver is to receive the message sent by the sender. The evergured to be attentive, alert and should have anopen mind. Here, the receiver should be in amessgg sent and understand its purpose. (b) Decoding : Decoding is the process of understanding and correctly interpreting the intended message send by the sender.positive to clearly interpret the message sentby the sender. Ate receiving the message, the receiver's next step is to decode the message. The receiver should ty b understand and interpret the message sent by the sender.. VWritten messages can be decoded by read1ng and trying to grasp the meaning. Oral messages can be decoded by being anentive to what the sender i saying, studying the body language and tone of the sender. Receiver is thereafter required to give proper response to the sender and should attentively listen to the next message. (c) Providing Feedback : The response provided by the receiver to the sender is known as It is the final link in the communication process. Without proper feedback. the remains incomplete. This is because, the receiver lets the sender know if hiscommunication rova message, was P correctly or not. It can also help solvequeries ifany. The feedback may be positive or negative. Instugetsa terms, it helps both the sender and receiver to know that they are on right track or not. Eg. Reene call from Rajeev, who informs her that they have to work on a presentation. Reene is confused:andasks him, which presentation is he referring to, as they had many projects at hand. Rajeev explainedthathe was referring to the financial modelling presentation. By properly observing this ohad Recoe notgiven feedback and asked about the details, the sending of the message would have been unsucees Difference between Encoding and Decoding the Encoding is the process of of understanding receiver Decoding is the process conversion of theand message in interpreting correctly a manner that theis intended messagetosenl understandable by the sender. Communication : Theory and Practice 11 Exercise 1. Define communication process and its components. 2. Mentionvarious elements of communication cycle. 3. What is the importance of feedback, medium and channel in the communication cycle? 4. Why a common medium is crucial for effective communication. S. Define the role of sender and reciver in communication process. 6. Differentiate between encoding and decoding. 3 Models of Communication Introduction A model is a thing used to follow or imitate. Models of standard communication system and ensuring effective communicationinprovide inputs for setting a communication a business These are visual representation of communicating process. They are examined from organization. organizational perspectives. Each organization set up its own communication system mostly deriving inspiration popular communication models. Models of communication are conceptual that from are used to explain the human communication process. The first formal communication model was enunciated by Claude Elwood Shannon in 1948 and was published with an introduction by Warren Weaver. This model is and Weaver model of communication. popularly known as the Shannon In the following sections, let us discuss the basic models of communication for easy understanding oftheirs which will help us to prepare a model of effective communication in businesses and other areas. 1. One-way Communication Model It is also known as Linear model of communication as it occurs in astraight line from sender to receiver and serves to inform, persuade or Recetver command.In this type of communication, information is only transmitted from one point to another or to Fig.5 many pointsat a single point of time. There is no transmission of information from the receiving point. Here, the recipient is passive. One way communication is mostly used to transmit current information like weather information, information about looming calamities, programs and public observations at press conferences and through ratio and T.V. broadcasting. The accurate time and intensity of weather transmitted or communicated through the medium of one way phenomena are communication.Like in two way communication, in one way communication the sender and receipent of the information may be not only people but also computers or automatic devices. It consists of the sender encoding a message and transmitting it though appropriate changed to the receiver in the presence of noise message and transmitting it clear-cut beginning and end to communication. The Aristotle model of communication can be said to be a one way model of communication in which the sender sends the information or a message to the receiver to influence them and make them  Communication Skilis in 12 rule to excel in public English model is considered to be the golden respond accordingly. This seminars, lectures where the sender is considered tolear by designing an impressive content, passing on the message to the second part der takes his point plood accordingly. Aristotle was the first to take speaking, receiver i s o n initiative and design the communication model. The lack of feedback from the drawback of this model. In this twicatiomodel, the sender is the active member and the receiver is the passive one. 2. Transactional Model Transactional simply means the exchange or interaction between people. It is based on the h.. communication refers to premises of exchange or give and take". Hence, the transactional model of exchange of messages or information between the sender and the receiver where each take turns to soi or receivemessages. Noise Noise Channel (s) Channel (s) Sender Behaves Message Decodes Sender Feedback Feedback Receiver Receiver Decodes Message Behaves Channel (s) Channel (s) Fig. 6 This model is the most general model of communication as even, our daily instances of transactional model communication. interactions ar Transactional model becomes more efficient and effective when the participants are of similar environment, know each other and share same social system. Each person depending upon factors such as their background, experience, attitudes, cultural in theandprocess reacs Proper choice of beliefs self esteet. channel enhances the efficiency and reliability of the communicated message. 3. interactive Communication Model Interactive communication model is Sender CHANEL Receiver also known as the Convergence & Message 8 Model.According to this model, ideas and messages takes placeexchange of Receiver Message Sender from sender to receiver and vice both ways versa.The communication process Occurs humans or machines in both verbal between verbal channels. and non Fig. 7 Communication : Theory and Practice 13 The sender channels a message to the receiver and the receiver becomes the sender and sends a message to the original sende. It emphasizes feedback and indicates that communication is not a one-way but a two way process. Instead of information being sent one way from sender to the receiver, both participants send information back and forth. Wilbur Schramm, scholar and an authority on communication also proposed that both the sender and receiver interpret the message, rather than accurately assessing the message's meaning. In this model, however feedback is not simultaneous and usually takes time as this model is mostly used for internet. Components of Interactive Model In thissection, we will consider the components related to the interactive nodel of communication This is oneof themajor models of communication. The sender and Receiver act as both encoder and decoder and the sources of the message. to be communicated. Message is the information. " Feedback, that is when the decoder forms a second message after receiving the first message. " Field experience is the experience and knowledge which affect the message formation and interpretation. Such knowledge and experience are often shaped by cultural, psychological, socialand situational setting in which the message is formed and is interpreted. Interactive model also espouses the concept of noise and barriers to communication like language,network problems, improper channel selection which affects the communication model. Internet, social media, interactive marketing, ATMS, online shopping, chat rooms are examples of interactive communication model. Effectiveness of Communication Models Communication models are authentic outcomes of systematic study of various aspects of communication. A model of communication gives a wholesome understanding of a system or structure by which people can understand cimilar systems or structure.Consider the following important points related to the importance of communication models: Communication models help identify and understand the components and relationship of the communication process being studied. " Models represent new ideas and thoughts on various aspects of communication which helps us to plan for effective communication system. They act as stimulant for the researchers and students of communication. " Models are pictorial representation of communication process.They are used for research and investigation in the fieldof communication. Ascommunicating is a rigid process to understand, communication model can be an essential source to understand such rigidity. Models predict for more effective communication in future. They also predict the success or failure of aparticular communication process. "Models heip explain aphenonnena by providing information in a simplified way which otherwise be complicated or ambiguous.We can use the models of communication to analyze real problems and prevent the occurrence of future problems.  Communication Skills in 14 over emphasized. They add towards English The relevance of communication effective communication system. models cannot be realzing EXERCISE figure. communication model with suitable 1. Explain one-way model. and explain the interactive communication 2. Draw communication model. 3. Explain the interactive communication models. 4. Explain the eftectiveness of interactive communication model. 5. Write the components of and Informal Types of Communication Formal social system Bo. For any organization, communication plays a pivotal role. It brings together the engineers, developing communication skills is considered important in order to performtasks. manage broadly classified ints teams and build strong interpersonal bonds. The types of communication can be various categories viz formal, informal, verbal, non-verbal, vertical, horizontal and diagonal. Most of the times, these forms of communication are interlinked with each other. E.g. Formal and informal communication can be verbal or non-verbal. Similarly, formal and informalcommunication can be vertical, horizontal or diagonal. Types of Communication Based on Based on Communication Channel Style and Purpose Formal Informal Non-verbal Verbal Face to Face Oral Written Distance Fig. 8 1. Formal Communication Formal communication official language. While is the type of communication where one needs to communicate in an be well communi planned, precise and clear. written or oral form. cating, Formal he/she is required to follow certain rules and ethics. It should manner. It is time, Formal communicatiocommuni n can cation is most common in Itcan bein employees,praising their also work, before the launch of a be language and topic bound. E.g. carried Mr. out in a B.L. gives a organizations. diagonal, vertical or horizontal his speech to new motivational product in the market. Communication : Theory and Practice 15 Advantages of formal communication (i) Formalcommunication has an organized tlow and takes place as per rules which are valid for all. It isconvenient tosend pass. Moreover, it reduces the chances for (ii) Fomal communication is helpful for the smooth functioning of various branches and sub Formal coram organization. An important form of formal communication the indganization is broach The c-mail necds to be informative, clear and crisp in form. E.g. If the HR department of an organization introduces a new policy for employees. It can choose to inforn them by send1ng out an c-mail to allemployees with all the required details. (in) lthelps maintain the decorum at awork place. Formal communication allows everyone to treat others with respect and in a uniform manner, that allows maintenance of discipline. Disadvantages of formal communication (i) Formal communication can become a barrier for free flowof information. (i) Communicating formally consumes a lot of time and flows slowly. The process may even prolong if rules in a standard format are to be communicated through letter writing. E.g. If an employee derides to write a formal request for transfer, he will be required to check the rules, go through the process needed to apply for the transfer and than file a formal request. (ii) Red tapism and distortion can act as barrier in an organization. Thismainly happens when the information has to pass through many levels. In organization with strict code of conduct, to redtapism makes the process more complicated and may take more longer duration accomplish the work. Distortion can happen when information keeps getting transferred. Here as each individual can have adifferent understanding of a message. It could endup changing actual message. 2. Informal or Grapevine Communication termed as informal communication. Its Any unofficial communication in an organization can be communication exists along with application in the organization can be internal or external. Such type of environment in an organization. Here, the the formal communication as it helps in maintaining a healthy restrictions and is performed in an informal fashion. flow of communication is carried out without any does not have any restricted channels. Such Informal communication is the free îlow of information and and likes to connect in groups; as it helps in type of communication isrequired as man is a social animal relations. communication helps develop better forming bonds among colleagues. Thus, informal often called as grapevine communication as there is no detinite chanel of communication. It is It is opinions. It is not time bound and does and may include rumours, gossip and personal friendly in nature could be about sports, entertainment, studies, etc. have a specific purpose. Grapevine talk not need to discussing about what to order in the canteen for are E.g. Two friends Bhavesh and Ganesh dish together. Ganesh agrees with the idea. lunch.Bhavesh suggests they both have aChinese rice Advantages of Informal communication: quickly as it communication is an effective method of conmunicatingmessages/ideas (a) Informal spreads like fire. management. (b) It can provide accurate feed back to the bound. natural form of communication and is not time, topic or language (c) It is a 16 Communication Skills in (d) If the feed back is used constructively, it can improve employer and employee Eni (e) It can be an outlet for frustrations and Disadvantages of Informal communication: (a) It can spoil the discipline in the disappointments. relaionshiF. (b) It can spread rumours and/or organization. incorect news. (c) Such type of communication cannot be controlled as it can grow in several (d) If employees indulge in alot of informal directions of focus. communication, quality of work can suffer due t (e) It can destroy the image ofa and many a time cannot be person, group or an organization.(v1) It may relied upon. cause a waste of tim. () It may prove harmful if not used Difference between formal and constructively. Basis informal communication Meaning Formal It isa system of well-defined jobs, Informal Organisation bearing definite a each|It is a network of measure of authority, personal and social responsibility and accountability. relationships,butnot established by formal Origin It originates as a organisation, as people arising spontaneously Authority rules and policies. result of It arises by company's It originatesassociate with one as a result of another. interaction virtue of position among the| It arisespeople in at work. Behaviour management. out of Behaviour personal qualities ot and| individuals.is not is guided by rules polices. Flow of\ Behaviour guided by any rules. it communication Nature Communication scalar chain. It is rigid in takes place through| Ithascanno set patterm. take place in any 3. Verbal Communication nature It is direction. flexible in nature. Verbal message. It iscommuni cati on is that the sharing of ideas or form of It is what youactually the least informatiocommuni say, it's how youimpactful element in face ton throughcation oral where words are or written needed to convey say it that face words. Advant(i)aVerbal ges of verbal counts. communication. The old adage is true (1) It allowscommunicommuni cation cationsaving of allows (iii) lt can be addressing a large group of time andmoney. used to send people at one point of Disadvant across various (1) Ifathe gesspeakerverbalis time. of messages. (ii) Barriers communication may causeprolonging his speech; It may disruption in effective sendingcreateof boredonn.  Communication: Theory and Practice 17 The two types ofverbal communication are oral and written. Through oral communication, onecan convey messages through conversing in meetings, conferences, discussions, interviews, telephonic conversations, etc. whereas, written communication relates to conveying messages by writing them through letters, e-mails, reports, memorandums, book, newspapers, etc. 4. OralCommunication Oral communication means speaking to someone through words. It saves time and money. Here, the speaker can use his skils to communicate his thoughts in creative ways. The message can be conveyed quickly. Such type of communication is usually used in public gatherings, seminars and other such occasions. It is also very tlexible and can be used to convey different messages and allows quick feedback. Features of Oral Communication " Oral communication is flexible. ie, it can be changed as per the situation and does not have a specific format. " It allows easy understanding as the receiver of the message can follow up immediately. It is spontaneous and natural. Such type of communication becomes easy when the parties know each other. " Itis also dependent on other factors such as non-verbal signs of body language Advantages of oral communication It is quick and easy as people can communicate without much formalities. (iii) It involves use of expressions, voice modulation and hence is interactive and more flexible. Here, spontaneous feedback is possible as the message isconveyed quickly by the speaker to the audience. " It can be used to convey different shades of meaning. " It is useful for addressing a large group of people at a time. " Oral communication saves money and time. " Ithasa wider reach than other forms of communications. Disadvantages of oral communication It can be casily misunderstood, if not conveyed properly. " Here, language can serve as a barrier. can lead to hindrance. " Various disturbances in such communication no legal validity. " It cannot be used as an evidence as it has " It is less reliable. audience. Lengthy speeches may not be effective for the 5. Written Communication is used more for formal written words for communication. It Written communication is the use of of language, usage of corect communicationrequires knowledge purposes as it is accurate. Such type of communication can reach a large audience, it cannot spread grammar and being polite. Although, written example, if people in an organization are located in ditferent places, themessage to illiterate people. For mediums such as e-mails and letters. each other through various written theycan still communicate with 18 Communication Skills in English Features of written communication Before communicating in written form, infomation needs to be properly organized. The receiver needs to ensure that he/she sends the appropriate reply with all the information. required The sender needs to plan the message in an organized form before sending it. Here, time plays an inmportant role, both the sender and the receiver must try to write at the earliest. " It helps build uniformity. " Proper communication requires command over language, proper construction of sentences. logical sequence of points, legible handwriting or well formatted typing. Advantages of written communication Writen communication is more reliable than other forms of communication. " It is a permanent record and can be used as evidence. " It ismore formal. It can be used to reach a wide audience. " Lengthy messages can be communicated more easily, without missing out the important prints Disadvantages of written communication " Written munication takes more time and effort than oral communication. " It requires literacy. " It is costiyas resources are needed for communicating in written formn, such as internet fore-mail and stationery for letters. Itcan be sometimes difficult to express oneself in he written form. It is more formal and requires certain rules to be followed while communicating. Immediate feedback is not possible. Doubts and misunderstandings cannot be cleared immediately. Difference Between Oral and Written Communication Oral communication Vs Written Communication S. No. Oral Communication Written Communication 1 Type of communication where message areType of transmitted verbally. communication where message are 2 transmitted by writing. Quick transmission of information. Slow trans1mission of information 3. Not possible to verify. It is possible to verify 4. Consumes less timelcost Consumes More Time/Cost 5. It is less reliable It is more reliable 6 It is more flexible It is less flexible 7. Immediate feedback is possible Immediate feedback is not possible Communication : Theory and Practice 19 Non-verbalCommunication Non-verbal communication is that type of communication where two or more people are able to convey messages to each other, without using oral or written words. In other words, in this type of communication one needs to convey messageswithout speaking or writing. Here, messages can be conveyed through various mediums. For depicting important charts of growth, graphs or pie charts can bring together data of several years for better understanding. Sometimes, our facial expressions are enough to express how one feels. There are two types of non-verbal communication viz oral non-verbal communication (is expressed through body language) and written non-verbal communication (is expressed through pie-charts and graphs). ()) Pie charts/graphs: These can be used while giving presentations, researching work, etc. (i) Posture: It is the way a person balances bis or her body and positions. A goud posture denotes confidence, courage and a lot more. Slouchy shoulders or a hunched back can be seen as signs of nervousness or low self confidence. (i1) Facial expressions: Expressions can depict a wide rangeof emotions such as joy, sorTOW, anger, nervousness, confidence, etc., eg. raised eyebrows could be a sign of surprise. (iv) Body movements: Maintaining a huge distance or standing too close can affect the communication process, e.g. in ameeting, if an employee leans in tooclose to the boss, it shows disrespect and encroachment of an individual's private space. (v) Appearance: A well dressed individual commands more respect than someone who does not pay attention to how he/she presents himself/herself. In the corporate world, power dressing is a must to make a long lasting impression. (vi) Signs or symbols: One can communicate with others through signs as well, e.g. while talking to someone, one can disagree with him/her by simply shaking heads. Signs are as important as language. While speaking, onenaturally uses his body in relation to what he is saying. A pat on the back may be a simple body movement, but it can be sign of encouragement for a job done nicely. (vii) Silence: Sometimes, no response or silence can also communicate a message. Thus depending on the situation, different forms of non verbal communication can be used. Importance of Non-verbalCommunication In our day to day communication, it isobserved that most of the communication is done using body movement and voice control. As we can see in figure, maximum communication is non-verbal. We communicate using words tone of voice and body language as shown below : Nonverbal communication makes our message stronger. Using the right gestures while speaking makes our message more effective. Knowing non-verbal communication help us understand our audience's reaction and adjust our behaviour or communication accordingly. Using the right gestures and postures helps us to be professional at work. If verbal messages are blocked by noise or distance, etc, we can use hand movements to exchange our message. Placing a finger on the lips to indicate the need for silence and nodding the head up and saying 'yes' We communicate non-verbally in many ways. 20 Communication Skills in English Types of Non-verbalCommunication Type What is implies How to make Use of non-verbal communication effectively? Facial Expression A facial expression many a times Keep your face relaxed. shows the feelings of a person. Try to match your what you are saying.expression For example, when we are with happy, we express it through a If you agree with smile or when we are sad we something you may nod while listening show a gloomy face. which indicates that it has your assent. Posture Postures are positions of the Keep your body relaxed and body. They show our confidence shoulders straight. and feelings. For Sit straight, rest hands and feet in straight body posture isexample, seen as relaxed position. confidence, holding your head Keep hands by your sides while may be taken as tiredness. standing. Gestures Or body language Gestures describe movements of parts of the body, Avoid pointing at people with your especially hands or head, to express finger. an idea Instead of meaning. This includes pocket whilekeeping your hands in waving, pointing and using our talking, try to keep your hands on the sides. hands when example, raisingspeaking. For a hand may Bend your head a litle while mean asking a talking or listening to show that you question, nails shownervousneSS biting are paying attention. Communication: Theory andPractice 21 Touch We conmunicate 2 yeat deal Shake harnds firrnly through our touch, such Avosd her toxch gestares, has shak1ng hands and patting on the stroking yomur hair. orchi y t back For example, a firn re. tuzzing om your cohes. handstake shows confidence, during foTnal comrnscatiom sports coaches pat on the back of the players to encourage the players space The space between two persons Maintain proper pace deperding while communicating generally on the relationship. which could be forrmal or informal or the closeness depends on the intimacy or with the person with whom yo are closeness between thern. talking Eye-contact Maintaining an eye contact with Looking at the person who is the person you are talking speaking : indicates interest, whereas, Keep a relaxed. pleasant look looking away can make the other Break the look every few seconds person feel ignored. Use a proper tone and votume Paralanguage Paralanguage is the tone of our while speaking. voice, speed and volume that Maintain a moderate rate (speed) of makes a difference in the talkin meaning of the communication. Speaking too fast may show excitement Or nervouSness. Speaking too slow may show seriousness, sadness, ormaking a point. Visual Communication Another important method of communication is visual communication, which irivolves sending and understanding messages only through images or pictures. The main advantage of this type of communication is that youdo not need to know any particular language for understanding. It is simple and easy to understand and remains same across different places. Below the table shows some commos types of visual communication. 22 Communication Skills in English Examples of Visual Communication Examples of VisualCommunication Non-verbal Visualcommunication communication exchanging information through images Traffic symbol which communicates not to Traffic lights. Red for blow hom. stop: yellow for wait and green for go. Yellow Sign for ladies and gents toiletes. Sign showing railway crossing. Sign for flammable substances. Sign for slipping surface. Sign used to pause a video or audio file in Sign which smartphone communicates that the Computer. area is a 'No Z0ne' smoking Difference between Verbal and 1. Verbal communication Non-verbal Communication is when words Non-verbal communication is when body(spoken or written) are used to convey a mess without words to convey a language, expressions, synbols and Signs are used 2. Verbal message. commünication can be Non-verbal communication isexpressed in written and oral communication. (graphs, pie-charts, etc.) expressed through body language. graphical presentations Communication : Theory and Practice 23 3. In verbal communication,personal presence of the sender and recciver is not required as the message can be transmitted through phone calls, letters, etc. In non verbal communication, personal presence ofboth the sender and the receiver is amust. 4. In case of written communication, the message can be used as evidence. Non verbal communication can not be used as evidence. EXERCISE 1. Explain the formal communication. 2. Discuss about the classification of communication. 3. Explain the informal communication. 4. Explain the advantages/disadvantages of formal communication. 5. Explain the advantages disadvantages of informal communication. 6. Explain the various Types of communication. 7. Write short note on : (i) Oral communication. (ii) Written communication. 8. What do you mean by verbal communication? 9. Explain the advantages/disadvantages of verbal communication. 10. Differentiate between oral and written communication. 11. Write the features of written communication. communication? 12. Write the features of oral communication.What do you mean by non-verbal communication. 13. Draw the pie-chart and explain the importance of non-verbal 14. What do you mean by visual communication? communication. 15. Differentiate between verbal and non-verbal communication. 16. Explain the classification of non-verbal 5. Levels of Communication Human communication takes place at various levels. " Extrapersonal " Intra personal " Interpersonal Organizational " Mass communication Extra personal communication : Communication between human beings non-En beings 1. known as extra personalcommunication. For example, when your pet dog comes you wagging its tail is extra person communication fe, work. It is an example of as soon as you return home from masters. communication between pets (dogs,monkeys, parrots)and their We personal communication: This takes place within the body of the individual. 2. Intra the brain is linked to all parts of the body byan electrochemical system. For example, when know that  vou begin to feel hot, the information is sent to the brain and you may decide to turn on the conl responding to instructions sent from brain to the hand. This kind of communication pertains to thinking, which is the basis of information processing. Without such internal dialogue, you can not proceed to the further levels of communication interpersonal, organizational and mass communication. In fact while we are communicating with the other party internaldialogue with one self continues concurrently planning, weighing, considering an process information. At times you motivate yourself or consciously resolve to complete a certain tack Self motivation self determination and the like take place at the interpersonal level. 3. Interpersonal communication : Communication at this level refers to the sharing of infomation among people. people are in close physical proximity to cach other and feedback is immediate as it is direct interaction. This form of communication is advantageous because direct and immediate feedback is possible. Ifadoubt occurs, it can be instantly clarified. Interaction among friends and interaction with sales executives are examples of interpersonal 4. Organizational communication : communication. Communication which takes place within and outside a organization at different hierarchical levels is known as organizational necessary for the sustenance of any organization. Since a large number communication.It is extremely of employees are involved in different activities, the need to communication becomes networking system. communication in an organization is possible greater in organization. With a proper employees. It can be further divided into : even without direct contact between " Internal operational: All communication that occurs in conducting work within an organization is classified as internaloperational. " Externaioperational : The work related conmmunication that an organization does with outside the organization or other organization is called external people Personal : Allcommunication in an organization that occurs operational. in concerned is called personal without purpose as far as business 5. Mass communication as audience. Ascommunication : It refers to the the messages are meant for largecommunication involving large number of people persuasive in nature than any other form of audience the approach is impersonal, also it is mediator such as journals, books, televisioncommunication.For this type of and newspaper which meditate communication we requirea in such Mass communication types communication. Mass Oralcommunication is of two types : Written (a) Oral :Oral form of mass equipments communication such as microplhones takes place through mass media and amplifiers, etc. andrequires sote (b) Written : Written form of mass Characteristics of mass communication needs print or visual media. Mass communication " Large reach : communication has following characteristics: Mass media aren. communications reach audience scattered over a wide Interpersonal :This type of geographiea unknown to each communication is other, as it is meant for large largely impersonal as the audience. participants a Communication : Theory and Practice 25 " Persuasive : Mass communication is persuasive in nature than any other form of communication. " Presence of a gate keeper : Mass communication needs additional persons, institutions or organizations to convey the message from sender to receiver and these additional people are known as gatekeeper. This gatekeeper could be aperson or an organized group of personsactive in transferring or sending information from the source to the target audience through mass medium. For example, in a newspaper the editor decides which news makes it to the hands of the reader. The editor therefore is a gate keeper, in the mass communication process. Q. Explain various flows or channels of communication. EXERCISE 1. Explain the various levels of communication. 2. Write short note on: (a) extra personal communication. (b) Intra-personal communication (c) Organizational communication. (d) Difference between external and internal communication 3. Write the characteristics of mass communication. 4. Types of mass communication. 6 Barriers to Communication Communication barriers can be defined as obstacles that one may face when attempting to effectively communicate with another person. These barriers can be anything that can misrepresent and/or avert someone during the communication process. This process involves a sender, receiver, and message. The process of communication has multiple barriers. The intended communication is often disturbed and distorted at various steps in communication cycle. It leads to a condition of misunderstanding and failure of communication. Barriers to effective communication could be of many types like linguistic, psychological, emotion physical and cultural, etc. Perspectives in Communication Perspectives are ideas, views, or fixed ways of thinking. These sometimes affect our communication. For example, if you have a fixed idea that your teacher or father is strict, even when they are being friendly, you may think they are scolding you even though they are polite, others may also have fixed ideas about you, which affect whatever you say to them. Factors affectíng Communication. 1. Language In case of use of incorrect words, unfamiliar anguage and lack of detail, language can act as a barrier to communicate what one wishes to convey. For example, language can act as a barrier when an Indian whoonly knows Hindi and a Chinese who has knowledge of mandarin only want to interact with each other.