Study Material on Managing Organisation- Communication: Compiled by Sinmoy Goswami, Lecturer, GCMS

COMMUNICATION
The term communication has been derived from the Latin word communis which means commons (Diwan, 1998). Communication is a continuous process of telling, ordering, commanding, listening, questioning and answering (Diwan, 1998). According to Allen, Communication is the sum of all things one person does when he wants to create understanding in the mind of another. It involves a systematic and continuous process of telling, listening and understanding (Diwan, 1998). According to Haimann, Communication means the process of passing information from one person to another. It is the process of importing ideas and making oneself understood by others (Diwan, 1998). To sum up, communication is the process of passing and understanding information from one person to another (Diwan, 1998). Communication refers to the process of passing information and understanding from one person to another. It involves an exchange of facts, ideas, opinions or emotions by two or more individuals (Rao and Krishna, 2002). The essential features of communication are: i. ii. iii. iv. v. Two people Sequential process Continuous activity Pervasive function Transference of meaning and understanding

Importance of Communication (Rao and Krishna, 2002): i. ii. iii. iv. v. vi. Basis of action Facilities planning Helps in decision-making Means of coordination Improves relationships Improves motivation and morale

The Process of Communication: The process of communication involves the following steps (Rao and Krishna, 2002): i. ii. iii. Sender Encoding (It involves the use of suitable verbal and non-verbal symbols for sending a message) Message

Study Material on Managing Organisation- Communication: Compiled by Sinmoy Goswami, Lecturer, GCMS

iv. v. vi. vii. viii.

Channel Receiver Decoding (It is process by which the receiver translates any message inot terms that are meaningful to him/her) Feedback Noise (It refers to any interference with a message that hampers the sharing of meaning between the sender and the receiver)

CHANNEL MESSAGE ENCODED SENDER NOISE FEEDBACK DECODED FEEDBACK CHANNEL Fig: A model of the Communication Process (Source: Rao and Krishna, 2002) Channels of Communication: A communication channel is the route through which messages flow from the sender to the receiver. There are basically two types of channels-formal and informal - which are used by managers (Rao and Krishna, 2002). Distinction between Formal and Informal Communication (Source: Rao and Krishna, 2002) Formal Communication Official and authentic channel. Planned and systematic. Charts depict formal routes. Focus on organisational goals and tasks. Fairly inflexible, rigid and prescribed route through which messages flow up and down. Official channels process information slowly. Informal Communication Unofficial channel. Unplanned and spontaneous. Grapevine can take any direction. Emphasis primarily on individual needs and aspirations. Very loose, flexible and unpredictable routes. Messages pass through various routes at a stunningly faster rate. FEEDBACK ENCODED MESSAGE MESSAGE DECODED RECEIVER

Study Material on Managing Organisation- Communication: Compiled by Sinmoy Goswami, Lecturer, GCMS

Impersonal way of sending messages. If messages are structured properly, very little chance of distortions. Means of Formal Communication: i.

Personal and social. Rumours have no basis; they spread like wild fire and as such subject to loose interpretation.

Vertical Communication: It is communication that flows both up and down the organization, usually along formal reporting lines (Rao and Krishna, 2002). It is of the following types: a. Downward Communication: It is communication that flows from higher levels to lower ones within an organization (Rao and Krishna, 2002). b. Upward Communication: It consists of messages from subordinates to superiors within an organization (Rao and Krishna, 2002).

ii.

Lateral and Diagonal Communication: Lateral communication takes place between people on the same level of the hierarchy. Diagonal communication occurs between people who arec neither in the same department nor on the same level of the hierarchy (Rao and Krishna, 2002).

Means of Informal Communication: Features of informal Communication (Rao and Krishna, 2002): i. ii. iii. iv. It is product of social interactions which is an inevitable part of an organization. It exists outside the official network of communication prescribed by the organization. There is no prescribed direction of flow of messages. An active grapevine indicates employees keenness to interact with each other closely and share ideas, opinions etc. Grapevine: It is an informal communication network among people in an organization that is not officially sanctioned by the organization (Rao and Krishna, 2002). It has the following features: i. ii. iii. iv. v. vi. It is an informal, person to person communication network of employees not officially sanctioned by the organization. It links all the employees in an organization. It exists in every organization. Employees use grapevine rumours to fill in important information gaps clarify management decisions. It tends to be more active during periods of change, excitement, anxiety and sagging economic conditions. Grapevine normally emanates from two sources- gossip chain and cluster chain.

Communication Media or Methods: Typically, there are three main types of communication media, namely (Rao and Krishna, 2002):

Study Material on Managing Organisation- Communication: Compiled by Sinmoy Goswami, Lecturer, GCMS

i.

Oral or verbal communication: When a message is communicated verbally and not in writing, by exchanging the words in face communication or through telephone or through the other visual aids, etc. it is called Verbal Communication. It may take place at meetings, interviews, etc. (Diwan, 1998).

ii.

Written communication: When a message is communicated in writing, it is called Written Communication. Written communication takes place in the form of letters, circulars, reports, magazines, notice-board, handbook, notices, etc. Written communication is generally, used for communicating a message from the top management to the subordinates. Written message must be clear and understandable. It must be brief and self- explanatory and must be prepared in a simple language (Diwan, 1998).

iii.

Non-verbal communication: It refers to messages sent through human actions and behaviours rather than through words (Rao and Krishna, 2002).

Means of coping grapevine (Rao and Krishna, 2002): i. ii. iii. iv. Management by walking around (MBWA) Technique Getting the facts Open communication Encouraging social gatherings

Distinction between Oral and Written Communication (Source: Rao and Krishna, 2002) Oral Communication In oral communication, two roles are involvedtalking and listening. Written Communication The roles required in written communication are reading and writing. Message may be delayed in written communication.

It takes the form of group meeting, individual However, the written form of communication is conversation, face-to-face meeting, or telephone appropriate when the information is to be sent in an and television talks, etc. organized and formal way. Oral communication is generally informal. The feedback in oral communication is quick and instantaneous. It is normal, flexible and no commitment is involved from the receiver. Unsuitable when information is long and highly technical. It is liable to misunderstanding. Written communication is normally formal. Feedback is very late and there is no in-built mechanism for feedback. It connotes the commitment seriously. It is expensive, rigid but has the highest advantage of being 'clear and elaborate'.

Non-verbal Communication or Body Language:

Study Material on Managing Organisation- Communication: Compiled by Sinmoy Goswami, Lecturer, GCMS

Non-verbal communication (NVC) refers to messages sent through human actions and behaviours rather than through words (Rao and Krishna, 2002). i. ii. iii. iv. v. Facial expressions Eye-contact Dress Posture Distance vi. vii. viii. ix. x. Gesture Handshakes Tone of voice Use of space or proxemics Use of time or chronometry

Communication Networks: A communication network is the pattern through which the members of a group communicate. Researchers exploring group dynamics have found the following networks consisting of three, four and five members (Rao and Krishna, 2002). i. ii. iii. iv. v. Wheel Y pattern Chain Circle All channel (Star)

Wheel

Y pattern

Chain

Circle Barriers to Communication:

All channel (Star)

Several factors may disrupt the communication process or come in the way of effective communication (Rao and Krishna, 2002). These can be listed thus: i. ii. Semantic Barriers Interpersonal Barriers

Study Material on Managing Organisation- Communication: Compiled by Sinmoy Goswami, Lecturer, GCMS

a. Can't express effectively b. Filtering c. Credibility d. Inattention e. Perceptual differences f. Jealousy g. Information overload h. Emotions i. Time pressures iii. Structural Barriers a. Hierarchy b. Status c. Specialisation Ten Commandments of Good Communication: The following Ten Commandments may help a manager improve his/her communication skills (Rao and Krishna, 2002): i. ii. iii. iv. v. vi. vii. viii. ix. x. Clarity Purpose Physical and human setting Participation Word choice and body language Empathy Actions Use of feedback Communication for tomorrow as well as today Being a good listener

Characteristics of a good Communication (Diwan, 1998): i. ii. iii. iv. v. vi. vii. viii. The communication system must be in accordance with the objects of enterprise. The message communicated must be complete, clear, explanatory and concise. The language of communication and the subject-matter must be effective. The look of communication must be effective, emotional, polite and human. The message of communication must clearly state what the subordinates have to. The communication system must be informal as far as it is possible. It must be passed on two-way traffic. The proper system of communication must be adopted.

Study Material on Managing Organisation- Communication: Compiled by Sinmoy Goswami, Lecturer, GCMS

Questions: 1) 2) References: Diwan, P (1998). Management Principles and Practices (1st Edition). New Delhi: Excel Books. Rao, V S P and Krishna, V H (2002). Management: Text and Cases (1st Edition). New Delhi: Excel Books. Stoner, J.A.F., Freeman, R.E. & Gilbert, D.R. (2007), Management (6th Edition), New Delhi: Prentice Hall of India Pvt. Ltd. Weihrich, H. & Koontz, H. (2007). Management: A Global Perspective (11th Edition). New Delhi: Tata McGraw Hill Publishing Company Pvt. Ltd. What do you mean by communication? State the importance of communication. Explain the difference between formal and informal communication.