343 NICATION hen P. Robbins* views that communication refers to transference and rephe rus, communication means transference of messages or exchange of ideas, pinion or feelings by two or more persons, It is the act of making one’s ideas pinions known to others, Thus, communication does not simply involve sending fessage by one person. It also involves the receiver listening to it, interpreting it, sponding to it or acting according to it, NATURE OF AND NEED FOR COMMUNICATION he very nature of communication flowing from above definitions may be fed as follows: Communication involves two parties, one who transmits and one who receives the message. . The two respective parties must have ability sender has to communicate. . Communication includes sending the message and also receiving the response to the message. . The message may be conveyed verbally, in writing, by means of signs, gestures or symbols. . Communication is a contineous process. It pervades the entire organisation. e need for communication is best explained by the fact that an idea, no matter eat, is useless until it is transmitted and understood by others. The need for nication is also felt for the following reasons: - Adequate and timely communication helps managers discharge their functions of planning, organising, staffing, directing, and controlling. Effective communication ensures willing cooperation of others. This, in turn, contributes to higher efficiency in job performance. | A good communication system communicating quality information contributes positively to the quality of decisions. : Fommunication| Byalgmmeamenmation throughout the organisation maintains coordination of activities across departments in the organisation. Effective communication also helps in moulding attitudes and building up employee morale. It also helps in developing harmonious labour- managementrelations, ) = ROCESS OF COMMUNICATION £ le process of communication includes the following seven elements: (1) inicator, (2) encoding, (3) message, (4) medium, (5) decoding, (6) receiver, and back. These are shown in Fig, 20.1. Each of these components needs due ion, convey and listen to what they 344 ORGANISATIONAL BEHAVIoy, Communicator |———»] — Encoding = >} Me | Receiver teen Decoding (¢———} Mea (a Feedback . 20.1: Elements of Communication Process % 1. Communicator: The communication process begins with the intended message to communicate. The characteristics of the communicat the communication process. For example, while a sensitive commu at the communication process from the receiver's perspective, an insensitive one will be primarily concerned with his/her own interest’. E it refers to converting a communication message into symbolic form. Encoding is necessary because information can only be transmitted from communicator to receiver through symbols or gestures. > 3. Message: The message is the actual physical product from the source of encoding. When we speak, the speech is the message. When we write, the writing is the message. When we gesture, the movements of our arms, the expressions on our face are the message. Thus, message is what is communicated. , 4. Medium: Medium is a channel through which a communication message travels, Meditim is the link that connects the communicator (sender) and the receiver. Face-to-face verbal communication, use of telephone, use of memorandum, notice, circulars, statements, etc. are the various means available as media of communication. Besides, non-verbal media like signals, symbols, gestures, etc. may also be used. The hoice of medium assumes significance as the use of proper medium also determines he effectiveness of communication. The medium/channel is discussed, in detail subsequenty, under 20.4 Channels of Communication. . Decoding: Translating the sender’s message by the receiver is called decoding. the process by which the receiver draws meaning from the symbols by the communicator or sender. One’s knowledge, attitude, and cultural id influence one’s ability to encode or receive, just as they do the ability to The person who receives the message is called receiver.-The 9cess is incomplete without the existence of receiver of message be effective needs to be receiver-oriented. si i the receiver to the message communical a for or send odes, if the message is put back i i *s the communicator to checl erly understood by the receiBased on Relationship ) Based on Direction of Flow, and ay Based on Method Used B. 20.2 also depicts the channels of communication based on these bases. ow, a brief description of these follows : Communication Channels Based on Based on Based on Relationships Direction of Method Used | the Flow Informal Verbal Written Gestural Horizontal Upward Downward | | Diagonal Fig 20.2: Types of Channels of Communication d on Relationship Sa ased on relationship, communication may be of two broad types: (1) formal, informal. Formal Communication: The channels of comm management are called ‘formal communication’. In other words, the formal Is of communication are used nission of official messages within Side organisation. It derives its support from scalar chain. of organisation’. er, formal communication which intends to travel through more than one level rom delay and also chances of distortion. ications established formally Informal Communication: Communication which takes place on the basis of al oF social relations among people in an organisation is known as informal ication. Thus, informal communication can take place between persons accross positions held by people working in different divisions and units. itis also known as ‘grapevine’. characteristic feature of informal communication i is that it spreads ver long people. Distortions may appear in the transmissi uch messages F 2Y appear in the transmission of such me: sfapevine in the form of rur of rumours and gossips. No one is held responsible for ‘it taken serious!ORGANISATIO ty especi and receiver re at places far away rom one another and th ‘communicated is largeWihet Incase of wheel network, one person (a super rs do not {In formal organisations, the hierarchy. tis found that the messORGANISATIO} 350 trust and faith bet purpose is the bbe patient mer He/she should seek sender of the message must ident isnot ver be It verbal oe non-verbal is message to the happen is in the long run, a perfe I 1g student may insincere Ten Tips to Becoming a Better Listener The following are ten tips to help one become a better listent Stop talking. You cannot listen if your mouth is moving. Put the speaker at ease. Break the ice to help the speal Show the speaker you want to listen. Put away your your watch. Maintain good eye co . Remove distractions. Close your door Empathize with the speaker. Put yourself in the speaker Be patient. Not everyone delivers messages at the same p . Hold your temper. Do n Go easy on ing the speaker can stifle Ask questions. Paraphrase and ¢ Stop talking, By this stage, you are probably very but do not. Be sure the speaker has finished. Following are ten commandments of good communicat ‘American Management Association: 1. Clarify before attempting to communicate. 2. Examine the purpose of communication, | 2 Understand the physical and human environment whe 4. Inplanning communication, consult others to obtai as the factors, overcome? Whatis meant networks,