COMMUNICATION

MEANING AND CONCEPT

• The English term 'Communication' has been evolved from Latin language.

• 'Communis and communicare' are two Latin words related to the word
communication. Communis is noun word, which means common, communiality
or sharing. Similarly, communicare is a verb, which means 'make something
common’.

• Communication means transferring thoughts, information, emotion and ideas

through gesture, voice, symbols, signs and expressions from one person to
another.
 MEANING AND CONCEPT
Three things are most important and essential in any communication process they are Sender,
Receiver and the Channel (medium).

• The sender is encoding the message in any form like voice, written or any signs. So, they are
offered as Encoder

• The receiver is decoding the message from the sender to understand the message. So, they often
called as Decoder.

• Channel: Any messages or information needs some channel or a medium. Example: television is
an audio visual medium which decodes the electronic signals into an audio visuals to the audience.

Communication is simply the act of transferring information from one place, person or group to
another.
 DEFINITION
• The transfer of – facts, information, ideas, suggestions, orders, requests, grievances etc. from one
person to another so as to impart a complete understanding of the subject matter of communication
to the recipient thereof; the desired response from the recipient to such communication.

• “Communication is a way that one organisation member shares meaning and understanding with
another.” -Koontz and O’Donnell

• “Communication is the process of passing information and understanding from one person to
another.” -Keith Davis

• “Communication is the sum of the things one person does when he wants to create understanding
in the mind of another. It is a bridge of meaning. It involves a systematic and continuous process
of telling, listening and understanding.” Louis A. Allen
 PROCESS OF COMMUNICATION
• Communications is a continuous process which mainly involves three elements
viz. sender, message, and receiver. The elements involved in the communication
process are explained below in detail:

1. Sender

The sender or the communicator generates the message and conveys it to the
receiver. He is the source and the one who starts the communication

2. Message

It is the idea, information, view, fact, feeling, etc. that is generated by the sender and
is then intended to be communicated further.
 PROCESS OF COMMUNICATION
3. Encoding

The message generated by the sender is encoded symbolically such as in the form of words,
pictures, gestures, etc. before it is being conveyed.

4. Media

It is the manner in which the encoded message is transmitted. The message may be transmitted
orally or in writing. The medium of communication includes telephone, internet, post, fax, e-
mail, etc. The choice of medium is decided by the sender.

5. Decoding

It is the process of converting the symbols encoded by the sender. After decoding the message
is received by the receiver.
 PROCESS OF COMMUNICATION
6. Receiver

He is the person who is last in the chain and for whom the message was sent by the sender. Once the
receiver receives the message and understands it in proper perspective and acts according to the
message, only then the purpose of communication is successful.

7. Feedback

Once the receiver confirms to the sender that he has received the message and understood it, the
process of communication is complete.

8. Noise

It refers to any obstruction that is caused by the sender, message or receiver during the process of
communication. For example, bad telephone connection, faulty encoding, faulty decoding, inattentive
receiver, poor understanding of message due to prejudice or inappropriate gestures, etc.
 TYPES OF COMMUNICATION
Communication may be in various forms, it may be classified on the following
basis:

• On the basis of organisational structure

• On the basis of direction

• On the basis of mode of mode of expression

 ON THE BASIS OF ORGANISATIONAL STRUCTURE
Formal Communication

Flow of information through formally established channels in an organization.

These type of communication may be oral or written.

• Mostly controlled by managers

• It is hierarchical in nature and associated with the superior and subordinate

relationship

• Generally linked with formal status and positions of a person

• It may be upward, downward and horizontal.

 ON THE BASIS OF ORGANISATIONAL STRUCTURE
Advantages of formal communication

• Follows the principle of unity of command

• The orderly flow of information and systematic

• Helps in fixing responsibilities for better efficiency

• Managers have full control of nature and direction of communication

• Helps in maintaining authority relationship

• The flow of instruction is very specific, clear and definite.

• Helpful in maintaining direct contact with subordinates.

 ON THE BASIS OF ORGANISATIONAL STRUCTURE
Disadvantage of formal communication

• It is a time-consuming process

• It lacks personal contacts and relationship

• It may be resisted and distorted

• It delays the communication message due to the formal procedure

• It obstructs the free, smooth and accurate circulation of information

 ON THE BASIS OF ORGANISATIONAL STRUCTURE
Informal communication

Informal Communication refers to communication on the basis of personal

relations. It is a type of communication which is unstructured, unofficial and
unplanned.

• It does not follow the formal channels established by the management

• It often flows between friends and intimates and related to personal rather than
‘positional’ matters.

• It cannot be demonstrated on the chart and not regulated by formal rules and
procedure.
 ON THE BASIS OF ORGANISATIONAL STRUCTURE
Informal communication

• Informal communication is a result of social interaction and satisfies the natural

desire of people to communicate with each other. Informal communication is
helpful in countering the effects of work fatigue and monotony and serving as a
source of job-related information.

• It is also referred to as grapevine communication. Grape wine communication

carries unofficial information. It is not a reliable source of communication.
Managers should be very careful about such communication.
 ON THE BASIS OF ORGANISATIONAL STRUCTURE
Advantages of informal communication

• It is a flexible and reliable channel of communication

• It creates mutual co-operation

• It may work as a valuable aid in communicating organizational rules, values and morale

• It is helpful in building teamwork in the organisation

• It provides effective feedback to the manager

• It supplements formal communication

• It creates successful public relations in the organisation

• If implemented efficiently, it will leads to the success

 ON THE BASIS OF ORGANISATIONAL STRUCTURE
Disadvantages of informal communication

• It creates misunderstanding and uncertainty

• Due to different perceptions of the persons involved in whispering, chain

interpretations of information may change

• It is difficult to believe in information as its source cannot be identified

• It sometimes leads to leak secret information

• The information passes through it is inaccurate and distorted

• It is difficult to control it as its flow and direction cannot be checked

 ON THE BASIS OF DIRECTION
On the basis of directions communication may be of four types of
communication:

• Downward Communication

• Upward Communication

• Horizontal Communication

• Diagonal Communication
 ON THE BASIS OF DIRECTION
Downward Communication

• Communication that takes place from superiors to subordinates in a chain of command is

known as downward communication. Such type of communication may be in the form of
orders, instructions, policies, programmes etc. It may be written or verbal.

The following messages are induced in this type of communication:

• Confirmation regarding performance

• Work assignment and directions

• Orders, guidance and responsibilities

• Ideological type of information

• Organisation Procedure and practices.

 ON THE BASIS OF DIRECTION
Advantages of downward Communication
• It is helpful in controlling the subordinate

• It explains the plans and policies of the organisation to employees.

• It is a tool to delegate authority

• It is helpful to tie among employees at a different level

• It encourages the effectiveness of upward communication through feedback

• It helps in preparing the people to introduce change

 ON THE BASIS OF DIRECTION
Disadvantages of downward Communication
• It tends to promote one-way communication

• It is time-consuming because information passes through various levels

• Sometimes a manager may filter the information or hold back some of the
information due to fear that it might be unpalatable

• As communication takes time, sometimes message become ineffective and can

lose significance
 ON THE BASIS OF DIRECTION
Upward Communication

• When message are transmitted from bottom to top of the organisational hierarchy,
it is known as upward communication.

• The main function of upward communication is to supply information to top

management. It is essentially participative in nature and can flourish only in a
democratic organisational environment. It may be in the form of progress report,
suggestions, grievances, complaints etc.
 ON THE BASIS OF DIRECTION
Advantages of Upward Communication

• Advantages of upward communication

• Management can use feedback effectively in their plan and procedures

• Help subordinate to communicate their views to top management

• It supports innovative ideas and suggestion

• Support in harmony and mutual co-operation among management and subordinate

• The managers are able to evaluate the impact of communication

 ON THE BASIS OF DIRECTION
Disadvantages of upward communication

• Subordinate provides only favourable information to upper management

• It may be discouraged due to lack of proper response of top management

• It takes a lot of time to pass the message to higher level

• Possibility of willful manipulation of information to attain personal goals.

• There arise a threat that superior may react negatively

 ON THE BASIS OF DIRECTION
Horizontal Communication

When communication takes place between two or more persons who are working at
same levels it is known as horizontal communication.

This type of communication takes place mostly during a committee meeting or

conferences. The main object of such communication is to establish inter-
departmental co-ordination.
 ON THE BASIS OF DIRECTION
Advantages of horizontal communication

• It helps in avoiding duplication of work

• It solves inter-department conflicts

• It facilitates establishing co-ordination between different departments of the

organisation

• Communication process is computed smoothly without any barrier.

• It helps in maintaining social and emotional support among the peer group.
 ON THE BASIS OF DIRECTION
Disadvantages of horizontal communication

• There is a lack of motivation to communicate

• Usually, they hide information due to rivalry between them

• It lacks authoritativeness
 ON THE BASIS OF DIRECTION
Diagonal communication

Diagonal communication is an exchange of information between the persons at

a different level across departmental lines.

This type of communication is used to spread information at different levels of

an organization to improve understanding and co-ordination so as to achieve
organisational objectives.

Thus, where the persons who are neither working in the same department nor
has similar level are communicating, it is said to be diagonal communication. It
cuts across the levels of organisational structure.
 ON THE BASIS OF DIRECTION
Advantages of diagonal communication

• It increases organisational effectiveness

• It facilitates organisational change

• It creates integrity and harmony in the organisation

• It helps to speed up the action and save time

Disadvantages of diagonal communication

• It violates the principle of unity of command

• It is an unsystematic manner of communicating.

 ON THE BASIS OF MODE OF EXPRESSION
Non Verbal Communication

Communication through expressions, gestures or posture is nonverbal communication.

It refers to the flow of information, through facial expressions, tone of voice and other
body movements.

In other words, it is a type of communication other than words. It conveys the feeling,
emotions, attitude of a person to another. A person can communicate his feeling to
others quickly and economically by using a non-verbal form of communications. This
does not require the use of words as a person can express his feelings by his body
language.
 ON THE BASIS OF MODE OF EXPRESSION
Some important of nonverbal communication are:
• Body Language: Posture, Gesture, Eye Contact, Silence etc.
• Proximity: Space (intimate space, public space), Time, Surroundings etc.
• Para Language: Voice, Volume, Pause, Pitch, Proper stress etc.
Advantages of non verbal Communication
• It is reliable source of information
• Message may be conveyed quickly
• It is an economic way of communications
• It creates better-understanding
 ON THE BASIS OF MODE OF EXPRESSION
Disadvantages of non verbal Communication
• Expressions and gestures are seen by anyone so it lacks secrecy.
• It creates misunderstanding due to non-understanding of the gestures
• It requires the physical presence of both parties
• Long and detailed message cannot be conveyed
• The meaning of gesture changes according to time and place, thus it is
difficult to understand universally
• There is no written proof in case of any dispute in future.
 ON THE BASIS OF MODE OF EXPRESSION
Verbal Communication
Verbal Communication is an exchange of information by words either
written or oral. Verbal communication consists of speaking, listening,
writing, reading etc. It is the most preferred mode of communication.
It may be of two types of Verbal Communication:
• Oral Communication
• Written Communication
 ON THE BASIS OF MODE OF EXPRESSION
Verbal Communication
Verbal Communication is an exchange of information by words either written or oral.
Verbal communication consists of speaking, listening, writing, reading etc. It is the most
preferred mode of communication.
It may be of two types of Verbal Communication:
• Oral Communication
When a message is expressed through spoken words, it may be either through face to face
conversations or with the help of electronic mode such as telephone, cellular phone, etc.
It may also be in the form of informal conversation, group discussions, meeting etc. It is a
more effective means of exchange of information because the receiver not only hears the
message but also observes the physical gestures of the speaker.
 ON THE BASIS OF MODE OF EXPRESSION
Advantages of oral communication
• Oral communication is useful in providing good leadership
• It provides an opportunity to participate in all the members in decision making
• It saves time and message reach to the receiver very quickly
• It is an economic source of communications
• It is more effective as body language can be observed along with the hearing of
the message
• Reaction can be received easily and quickly
• The message can be conveyed clearly because, in case of any confusion, the
clarification can be sought immediately.
 ON THE BASIS OF MODE OF EXPRESSION
Disadvantages of oral communication
• It requires the presence of both parties, i.e. sender and receiver
• The major drawback of this type of communication is lack of proof,
thus it has no legal validity
• It is not suitable when the messages are lengthy
• It does not provide sufficient time for thinking before conveying the
message
• It involves a high cost if both parties are at distance place
• The message can be distorted.
 ON THE BASIS OF MODE OF EXPRESSION
Written Communication
When opinions are exchanged in written form, rather than by spoken
words, it is knows as written communication.
It may be expressed through charts, pictures and diagrams. It includes
newspapers, reports, letters, circulars magazines etc. While using written
communication, words should be select very carefully because message
ones sent can not be altered. it is formal in nature and cannot be
overlooked.
 ON THE BASIS OF MODE OF EXPRESSION
Advantages of written communication
• It provides a future reference: it becomes a permanent record and beneficial for formulating
new policies.
• It is accurate. Mistakes are not likely to occur as it is open for verification and its
authenticity can be checked.
• It does not require the physical presence of both parties.
• It ensures transmission of information in a uniform manner
• It is useful to transmit complex information and it facilitates the assignation of
responsibilities
• It usually removes conflicts and misunderstanding
• It facilitates to convey a message to a large number of persons at the same time
• Written communication is acceptable as a legal document.
 ON THE BASIS OF MODE OF EXPRESSION
Disadvantages of written communication
• It is a time and money consuming way of communication
• It lacks secrecy because message passes through various hands, thus, it is said
to be a double-edged weapon
• It is not useful in emergency circumstances
• It has no chance to alter the message ones transmitted
• It is not possible to get immediate feedback
• It becomes unimpressive if drafted poorly
• It may be interpreted in the wrong manner
• It requires unnecessary formalities.
 BARRIERS IN COMMUNICATION
A skilled communicator must pay attention to the different types of
barriers to effective communication and try to prevent them. These
barriers of communication skills can be overcome by active listening,
reflection, etc.
The communicator must seek feedback from the receiver of the
information to check if the message was understood in its true sense.
Discussed in following slides are some of the common barriers to
effective communication.
 LINGUISTIC BARRIERS
The language barrier is one of the main barriers that limit effective
communication. Language is the most commonly employed tool of
communication. The fact that each major region has its own language is
one of the Barriers to effective communication.
Even in the same workplace, different employees will have different
linguistic skills. As a result, the communication channels that span across
the organization would be affected by this.
Thus keeping this barrier in mind, different considerations have to be
made for different employees. Some of them are very proficient in a
certain language and others will be ok with these languages.
 PSYCHOLOGICAL BARRIERS
There are various mental and psychological issues that may be barriers to
effective communication. Some people have stage fear, speech disorders,
phobia, depression etc. All of these conditions are very difficult to
manage sometimes and will most certainly limit the ease of
communication.
 EMOTIONAL BARRIERS
The emotional IQ of a person determines the ease and comfort with
which they can communicate. A person who is emotionally mature will
be able to communicate effectively. On the other hand, people who let
their emotions take over will face certain difficulties.

A perfect mixture of emotions and facts is necessary for effective

communication. Emotions like anger, frustration, humour, can blur the
decision-making capacities of a person and thus limit the effectiveness of
their communication.
 PHYSICAL BARRIERS
They are the most obvious barriers to effective communication. These
barriers are mostly easily removable in principle at least. They include
barriers like noise, closed doors, faulty equipment used for
communication, closed cabins, etc. Sometimes, in a large office, the
physical separation between various employees combined with faulty
equipment may result in severe barriers to effective communication.
 CULTURAL BARRIERS
As the world is getting more and more globalized, any large office may have
people from several parts of the world. Different cultures have a different
meaning for several basic values of society. Dressing, Religions or lack of
them, food, drinks, pets, and the general behaviour will change drastically from
one culture to another.

Hence it is a must that we must take these different cultures into account while
communication. This is what we call being culturally appropriate. In many
multinational companies, special courses are offered at the orientation stages
that let people know about other cultures and how to be courteous and tolerant
of others.
 ORGANISATIONAL STRUCTURE BARRIERS
As we saw there are many methods of communication at an
organizational level. Each of these methods has its own problems and
constraints that may become barriers to effective communication. Most
of these barriers arise because of misinformation or lack of appropriate
transparency available to the employees.
 ATTITUDE BARRIERS
Certain people like to be left alone. They are the introverts or just people
who are not very social. Others like to be social or sometimes extra
clingy! Both these cases could become a barrier to communication. Some
people have attitude issues, like huge ego and inconsiderate behaviours.

These employees can cause severe strains in the communication channels

that they are present in. Certain personality traits like shyness, anger,
social anxiety may be removable through courses and proper training.
However, problems like egocentric behaviour and selfishness may not be
correctable.
 PERCEPTION & PHYSIOLOGICAL BARRIERS
Perception Barriers
Different people perceive the same things differently. This is a fact which we must
consider during the communication process. Knowledge of the perception levels of the
audience is crucial to effective communication. All the messages or communique must
be easy and clear. There shouldn’t be any room for a diversified interpretational set.
Physiological Barriers
Certain disorders or diseases or other limitations could also prevent effective
communication between the various channels of an organization. The shrillness of
voice, dyslexia, etc are some examples of physiological barriers to effective
communication. However, these are not crucial because they can easily be compensated
and removed.
 TECHNOLOGICAL & SOCIO-RELIGIOUS BARRIERS
Other barriers include the technological barriers. The technology is
developing fast and as a result, it becomes difficult to keep up with the
newest developments. Hence sometimes the technological advance may
become a barrier. In addition to this, the cost of technology is sometimes very
high.

Most of the organizations will not be able to afford a decent tech for the
purpose of communication. Hence, this becomes a very crucial barrier. Other
barriers are socio-religious barriers. In a patriarchal society, a woman or a
transgender may face many difficulties and barriers while communicating.