Unit 1

Ch1 – Concept of Communication

1.1 Process of Communication
1.2 Feedback
1.3 Methods of Communication – Verbal / Non-Verbal
1.4 Channels of communication
1.5 Barriers of Communication

Introduction:
Communication is the activity of conveying information. The word
communication has been derived from the Latin word ‘communis’, meaning to
share. It basically involves a sender, a message and a receiver.
Communication can be defined as :
“Giving, receiving or exchanging ideas, data, information, signals or
messages through appropriate media, enabling individuals or group of
people to persuade, to gather information, to give information and to
express emotions.”
Features of communication

 Communication is usually a two-way process. It is not just giving

information or signalling someone; it also involves the comprehension
(understanding) of the information and the response (feedback) by the
receiver.
 Besides words, communication can take place through symbols, letters,
actions, expressions, etc.
 When the act of giving information or sending message reaches the
recipient and gets comprehended by him/her and the receiver sends
feedback as desired by the sender, the process of communication is said
to be complete. Communication, therefore, involves more than one
person.

Process of Communication
ELEMENTS/STEPS OF COMMUNICATION
 Communication is a two-way process, wherein interchange of message connects
the sender and receiver, towards an agreed direction. The communication
process consists of the following elements/steps:

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1. Sender: The sender is the person who is trying to communicate a
message. The communication process begins when the sender has an
idea to be communicated. The sender wants the other person to receive
and understand his/her message. The intent of the message is usually to
get the other person(s) to do or understand something.
2. Encoding:
When the sender translates the information or message into some words,
signs gestures or symbols, encoding takes place. While doing so, the
sender has to keep the level of the receiver in mind and accordingly
communicate with the way the receiver understands it.
3. Message: Once the encoding is finished, the sender gets the message
that he intends to convey. The message can be written, oral, symbolic or
non-verbal such as body gestures, silence, sounds, etc. or any other signal
that triggers the response of a receiver.
4. Channel:
The channel is the medium or method used for transmission of
information or message from sender to receiver. More than one channel of
communication may be used to transmit messages between sender and
receiver.

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 Channels can be verbal (oral or spoken), written (hard copy, digital
formats), electronic and multimedia (telephone, e-mail, internet, radio, TV
etc), and non-verbal (body movements, smile, eye contact, posture, pitch/
speed/tone of voice, touch) etc.
For communication to be effective and efficient, the channel must be
appropriate for the message. E.g. a telephone call may not be an
appropriate channel to communicate a complex diagram.
5. Receiver:
Receiver is the person or a group of persons to whom the message is
conveyed. The message must be designed, encoded and transmitted in a
manner that receiver can understand easily. Use of technical words,
jargons and complicated symbols should be avoided. Depending on the
channel selected, receiver may be a listener, viewer or a reader.
6. Decoding:
Decoding happens when the listener/viewer/reader or audience is able to
understand and interpret the meaning of the encoded message.
7. Feedback:
Feedback is the response of the individual or audience to a message or
activity. Feedback can be conveyed both verbally and nonverbally. After
receiving a message, the receiver responds in some way and signals that
response to the sender. The signal may take the form of a spoken
comment, a long sigh, a written message, a smile, or some other action.

8. Noise:
Communication noise can be defined as any barrier preventing the
message to be transmitted from a sender to a receiver. Noise may arise in
the sender, receiver or the channel used for communication.
Noise might distract the sender, making it difficult for them to
communicate the message effectively.
Noise might distract the receiver, causing them not to hear the sender’s
message properly. Personal habits, attitudes, past experiences, limited
language knowledge, poor listening skills are examples of barriers to
communication in sender and receiver.
Channel noise is any interference in the mechanics of the medium used to
send a message. Familiar examples of channel noise are distortion due to
faulty background, noise in telephone lines, or too high a volume or pitch

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 from loudspeakers. In written communication, illegible handwriting can be
termed as channel noise.
Any noise may result in a disturbance or break in communication process.

Barriers to Communication:
Noise is also known as a “barrier to communication”. Different types of
noise (barrier) that effects communication are :
1- Physical Barriers
2- Physiological barriers
3- Psychological barriers
4- Semantic barriers
5- Cultural barriers
6- Technical barriers

Physical Barriers:
Any disturbance or interference that comes from an external source is
considered a form of physical noise.
E.g.: Static/disturbance on a call, poor network, the noise of an airplane flying
over the building and people talking during a meeting or presentation etc.
Physical barrier can also be non-auditory. For instance, someone making a
gesture and distracting you might cause you not to receive the message. This is
visual barrier, another form of physical barrier.

Physiological Barriers:
When a sensation within our body prevents us from listening to a
message. We might not listen well because we are feeling exhausted or hungry,
for example. This prevents us from being able to focus and take in the
information. Any health state or physiological issue that prevents us from
understanding a message is known as physiological barrier to communication.

Psychological Barriers:
These barriers are caused due to differences between individuals’
personal views, attitudes, assumptions and biases. Fear, anger, jealousy,
distraction, lack of attention are some of the psychological barriers. Because
people see and understand the world in different ways, their perceptions may
result in a disturbance in communication as a sender and/or receiver.

Semantic Barriers:

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 Semantic noise deals with words and language. When the communicator’s
language is not clear or simple enough to understand, it can interfere with the
audience’s ability to receive the intended message effectively.
Example: using high-level professional terms when the audience is at a beginner
level. Grammatical errors, illogical sentence structures and abstract concepts
without explanations are also semantic barriers that may result in listener to
lose focus and miss the message being communicated.

Cultural Barriers:
Cultural expectations, etiquette, attitudes, and values differ between
people. Many different cultures exist based on nationalities, ages, genders,
regions, social positions, work groups, and more, and individuals belong to
multiple cultures. As a communicator, our task is to try to reduce cultural noise
by being as informed as possible about the audience; trying to anticipate and
address questions from other points of view; and using inclusive, non-biased
language.

Technical Barriers:
Technical equipment issues can interfere with the audience receiving and
understanding the intended message. Online or video conferencing equipment
may not work for everyone, connectivity may be slow, or servers may go down.
To reduce technical noise, the speaker must make sure that he/she practices
with the equipment to be used, and have a back-up plan for communicating
lengthy or very important messages using a lower-tech format.

Verbal & Non-verbal Communication

Oral/Verbal
It involves the exchange of message or information by using words verbally
through face to face or telephone conversations. It is the most common type of
conversation as feedback can be sent right after receiving the message. In
verbal communication, the ability to listen and think carefully before speaking is
critical.
A person must be careful of the words or expressions to be said. Any word that
has been spoken cannot be taken back, so it is important to formulate
expressions or sentences carefully.

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Written communication
It refers to printed or recorded materials such as plans, contracts, memos,
minutes of the meeting etc. It is used to provide well-thought and well-planned
details, that can be store for future reference and review.
Written communication can be time consuming but is extremely essential for
formal scenarios which require higher authority approvals and having legal
implications as well.
Emails are a widely acceptable form of written communication used formally to
share detailed information quickly and efficiently.

Non-Verbal
Non-verbal communication is sending information without the use of words. It is
mostly through one’s body language, gestures, eye-contact, appearance, pitch
and tone of one’s voice. Experts have suggested that Non-verbal
communication accounts for almost 55% of all the communication that takes
place.

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Ch2: Organizational Communication
2.1 Upward, downward, lateral communication and their purposes
functions, grapevine
2.2 Written communication – Memos, Circulars, notices

Introduction:
Communication is an important part of business as it can impact its progress
and overall success. When it comes to organizations, the process of
communication includes various levels of interactions.

Definition: Business communication is the process of sharing

information between people within the workplace and outside a
company.
Effective business communication is how employees and management interact
to reach organizational goals. Its purpose is to improve organizational practices
and reduce errors. It’s important to work on both personal communication skills
and organizational communication processes to achieve effective business
communication.

The importance of business communication:

 Presenting options/new business ideas
 Making plans and proposals (business writing)
 Executing decisions
 Reaching agreements
 Sending and fulfilling orders
 Successful selling
 Effective meetings
 Providing feedback to employees and customers

Types of organizational communication:

1] Internal Communication -: among the employees of the organisation. eg.

memorandum, notice, circulars.

2] External Communication -: Communication with the people outside the

organisation such as clients, vendors, government agencies, banks, insurance
agencies, retailers, etc. eg. different types of letters like letters of enquiry,
complaint, purchase, sales letter etc.

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Types of internal communication -:

1] Formal -: Communication which flows according to the prescribed channel of

a company. Formal internal communication flows in the following direction:

1 - Upward communication.
2 – Downward Communication
3 – Horizontal or Lateral communication

Upward Communication: Also known as Vertical communication, this moves

from lower-level employees to high-level employees.

E.g: workers report to a supervisor, Team leaders report to a department

manager. Upward communication is used for:

 Employee progress reports discussions

 proposals for projects and discussion of budget estimates
 Addressing grievances and complaints
 leave applications, resignations and other letters.
 Ideas, suggestions for improvement of organization given by employees.
 schedule/duty roster concerns
 employee – manager discussions.

Methods of upward communication:

1] Open the door policy -: Employees feel free to walk in and talk about their
problems.

2] Complaints & Suggestion Boxes -: Employees are encouraged to drop their

complaints and suggestions, if any, into these boxes.

3] Social gatherings -: These gatherings offer a very informal atmosphere for

subordinates to talk freely.

4] Direct correspondence -: Sometimes the manager may directly write to an

employee instead of to his immediate reporting officer.

5] Reports -: employees may be required to submit reports about the progress

of their work at regular intervals.

6] Counseling -: In some organisations, workers are encouraged to seek

counseling as a means to resolving emotional issues.

Downward communication: Communication that flows from higher level to

lower-level chain of command is known as downward communication. This

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communication is used by managers to send work-related information to the
employees. Organizational publications/ newsletters, circulars, memos, notices,
manager-employee meetings are examples of downward communication.

Downward communication may be used for the following purpose:

- Providing a complete understanding of duties and responsibilities to

employees through orientations
- Providing periodic refresher training.
- Giving job instructions
- Providing performance feedback
- Discussing and resolving interpersonal issues

Horizontal Communication: Also known as lateral communication, horizontal

communication involves the exchange of information across departments at the
same level in an organization i.e., peer-to-peer communication or managers of
different departments at the same hierarchy level. The purpose of most
horizontal communication is to:

- request support from peers in other sections/departments

- coordinate activities for achieving organization goals. E.g. organizing an
event for
- sharing information on formal or informal basis.
- Problem solving e.g. – through brainstorming sessions.
- Co-ordination and co-operation speeds up completion of tasks and
meeting organizational goals.

2] Informal communication-: Informal Communication is the casual and

unofficial form of communication wherein the information is exchanged
spontaneously between two or more persons. This communication is free of any
rules, chain of command or organizational formalities. In the business context,
the informal communication is called as a “grapevine” as it is difficult to
define the beginning and end of the communication.

Examples of Informal Communication

 Gossip
 Instant message
 Phone call
 Face to face conversations during meal breaks.

Advantages of Informal Communication

 It encourages a free exchange of ideas.

 Employees feel connected and have a sense of belonging.
 It increases employee morale.
 It bridges gaps among departments.
 It creates a friendly environment in an organization.

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Disadvantages of Informal Communication

 It is uncontrolled with no trail.

 It can cause misunderstandings.
 It lacks accuracy and is mostly based on the assumption.
 It can affect productivity.
 It can promote rumours and internal politics.

2.2 – Written Communication – Circulars, Memos, Notices

Written communication involves any type of interaction that makes use of the
written word. It is one of the two main types of communication, along with
oral/spoken communication.

Any business has to correspond in writing with its customers, branches,

auditors, suppliers, bankers, media persons, employees, shareholders and
others with whom it has a business relationship.

Internal written communication, used for business operations include memos,

reports, bulletins, job descriptions, employee manuals, and electronic mail.

External written communication used with clients, vendors, and other members
of the business community include electronic mail, Internet Web sites, letters,
proposals, telegrams, faxes, postcards, contracts, advertisements, brochures,
and news releases.

Given below are examples of internal and external communication used in

business organization both in oral and written forms:

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 INTERNAL
Communication

ORAL WRITTEN

Memo
Telephone
Report
Messages
Graphs/ Charts
Face-to-face
discussion
E-mail

Presentation Fax

Meeting/ Notice
Conference
Intranet
Intercom
Form/
questionnaire

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 newsletter
EXTERNAL Communication

ORAL WRITTEN

Meeting Leaflet/
brochure

Conference/
seminar Invitation

Conversation Forms/
questionnaire

Telephone
Press release

Teleconference
Customer
newsletter
Videoconference
Advertisement

Presentation
Notice

Graph/ chart

Report

E-mail

Fax

Letter

Internet

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Advantages of written communication:
- It is an authoritative document as it helps to lay down the rules and
policies for running an organization
- It helps in delegating responsibilities clearly and in a detailed manner.
- It is concise, to the point.
- It has a wider reach. Many recipients can view a written document
simultaneously.
- A written document can be reviewed/fine-tuned and revised/edited before
making it final or as necessary.
- Cohesive, concrete well-written documents enhances the image of an
organization.
- It is a permanent means of communication and is useful for record-
keeping and storage.

MEMOS, CIRCULARS & NOTICES

Memos, circulars and Notices are forms of internal written communication.

MEMORANDUMS
- An inter-office memorandum (memo) is a document that is written to
convey information between individuals and departments within an
organisation.
- They provide a written record of company’s decisions
- Memos are typically used as a downward means of communication and
handle the flow of information upward, downward or across in an
organisation.

PURPOSE OF WRITING MEMOS:

- To confirm – details of a meeting, a conversation or call
- To suggest – recommend solutions for issues, suggest alternative
procedures etc.
- To request – to look into a matter, take up a complaint, convey
information
- To explain – to clarify what may not have been understood earlier. (e.g. a
newly introduced method or procedure for operations.)
- To announce - changes in company’s policy, functions of a department,
hiring/joining of new employees, transfer or resignation etc
- To report – analysis of a situation, evaluate current trends etc
- To caution or warn – remind people of their jobs and responsibilities if
their performance is below expectations.

Notices
Notices are primarily used to grab the attention of the staff towards
special matters. It is an internal communication document written on a
letterhead, mostly having a larger font for easy reading and is displayed
on the notice board. Notices are generally meant for a larger audience.
Notices may be displayed about:

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  Inviting everyone for meeting
 New procedures or new rules to be initiated or followed
 Social events to be held
 Advertisements for internal appointments
 Reminders of company procedures
 Report on the matter of interest
 Holiday
 Deadlines about any particular job assigned.
Circulars
As the name suggests, these are internal communication documents that are
circulated within a section or a department. These are also written on a
letterhead, with specific information meant for a smaller segment of people. The
circular requires a signature of the recipient as acknowledgement.
Circulars may be circulated about:
- New procedures or rules to be followed.
- Instructions to complete any tasks before deadlines
- Changes in organizational structure – new branches, partnerships etc.
- Announcements about new joinees, resignations, events, training
schedules for staff
- Clarification of any ambiguous (confusing) messages.

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