Communication

Meaning of communication
Communication may be defined as – “A process of sharing fact, ideas,
opinion, thoughts and information through speech, writing, gestures or
symbols between two or more persons”.
This process of communication always contains messages, which are to be
transmitted between the parties. There are two parties - one is ‘Sender’, who
sends the message and the other ‘Receiver’, who receives it. Generally the
process of communication is said to be complete when the receiver
understands the message and gives the feedback for response. At road
crossings, the red light of the traffic signal sends the message to stop the
vehicle. When people stop their vehicles by seeing the red light, it is the
feedback or response. This feedback may be in any form. Even while talking
to your friend ‘nodding of the head’ is treated as feedback. Thus, feedback
becomes an essential element in the process of communication along with
message, sender and receiver.
Hence ‘Communication process’ includes the following elements:

For sending the message to the receiver for getting the feedback from the
receiver we need a medium, which is called as a medium or means of
communication. It carries the message to the receiver and brings the
feedback from the receiver.
Types of Communication
Communication with the help of words is known as verbal communication.
Similarly when we meet our friends, we shake hands with them. This also
conveys some meaning. This is an example of non verbal communication.
Communication without any use of words is called non verbal
communication. Let us know further about these two.
Verbal communication is made through words, either spoken or written.
Communication through spoken words is known as oral communication,
which may be in the form of lectures, meetings, group discussions,
conferences, telephonic conversations, radio message etc. In written
communication, message is transmitted through written words in the form of
letters, memos, circulars notices, reports, manuals, magazines, handbooks
etc
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Non-verbal communication may be ‘Visual’, ‘Aural’, or ‘Gestural’. Sometimes
you look into some pictures, graphs, symbols, diagrams and some message is
conveyed to you. All these are different forms of visual communication. For
example, the traffic policeman showing the stop sign, a teacher showing a
chart of different animals are visual communication.
Bells, whistles, buzzers, horns etc. are also the instruments through which
we can communicate are message. Communication with the help of these
type of sound is called ‘aural’ communication. For example, the bell used in
schools and colleges to inform students and teachers about the beginning or
end of periods, siren used in factories to inform the change of work-shift of
the workers are examples of aural communication.
Communication through the use of various parts of the human body, or
through body language is termed as gestural communication. Saluting our
national flag motionless position during the singing of national anthem,
waving of hands, nodding of head, showing anger on face, etc. are examples
of gestural communication.
Types of Communication

Verbal Non-Verbal

Oral Written Visual Aural

Gestural
Communication in Business
Business persons share their business information with employees,
suppliers, customers, distributors, Government, banks, insurance
companies, etc. This sharing of information regarding business activities and
their results is known as business communication.
Business communication plays a very important role in the success of any
business enterprise. Let us discuss the importance of communication in
business.
 i.Business communication help in providing information to the customers
regarding the products and services of the business organisation.
ii.Effective communication facilities quick-decision making. In today's world of
competition, quick-decisions are necessary. Proper communication saves
times, reduces wastage and cost and induces prompt action.
iii.Proper communication helps businesspersons in managing the affairs of the
business more
efficiently. If the right type of information is made available at the right time
through proper communication then the management can utilize it in the
best possible manner.
iv.In any organisation, where communication is proper, employees are
motivated to work more because their complaints, suggestions and grievances
are taken care of properly.
v.In every field, technology is continuously changing. Proper communication
places a businessperson in a better position to improve his products,
relationship with employers, customers and others.
COMMUNICATION FUNCTION IN ORGANISATIONS
The communication function is the means by which the activities in the
organisation are coordinated to achieve the organisational goals. It is also the
mean by the which behaviour is modified, changes is effected, information is
made productive and goals are
achieved. Whether it is with a business enterprise, a family, educational
institution or trade exhibition, the transfer of information from individual to
another is absolutely essential.
Formal Communication
Formal Communication refers to official communication which takes place
through a chain of commands. It flows in formally established channels & is
concerned with work related matters. Members of the enterprise and expected
to communication with one another strictly as per channels laid down in the
structure. The formal communication may be divided into three categories
which are given as follows:
a) Downward Communication: Under this system, the flow of
communication from the top management downward to be operating level. It
may also be called a communication from a superior to a subordinate. It
follows the line of authority from the top to the bottom of the organisation
hierarchy.
Downward Communication consists of plans & policies, orders and
instructions, procedures & rules etc.
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b)Upward Communication: It means the flow of information from the lower
levels of the organisation to the higher level of authority. It passes from
subordinate to superior as that from worker to foreman, foreman to manager.
From manager to general manager & so on. This communication includes
opinions, ideas, suggestions, complaints, grievances, appeals, reports etc. It is
very important as it serves as the feedback on the effectiveness of downward
communication. Management is able to know how well its policies, plans and
objectives are followed by those working at lower levels of the organisation. It
keeps the management informed about the process of the work & difficulties
faced in performance. On the basis of upward communication, the
management revises its plan & polices & makes further planning.
b) Horizontal Communication: The transmission of information and
understanding between people on the same level of organisation hierarchy is
called the horizontal communication. This type of communication is also
known as lateral or sidewalk or crosswise communication. Usually, it pertains
to inter departmental managers working at the same level of organisation or
among subordinates working under one boss. Horizontal communication
speeds up information and promotes mutual understanding. It enables the
managers working at the same level to exchange information and co-ordinate
their activities without referring all matters to the higher level of
management. The horizontal communication is generally of an Informal
nature. Whenever a departmental head requires some information from
another departmental head, he tends to contact him directly. However, this
type of communication can be oral or written.

Informal Communication
There is also a great deal of informal communication in an organisation. This
communication flows through informal channels and may or may not be work
related. Informal communication cuts through the formal organisational
structure. Most of us are familiar with the term 'grapevine' used to describe
a network of informal communication. Grapevines are present in all
organisations. In fact, in large organisations, there are many grapevines
moving up, down and across departments.
 Grapevines flourish because communication is a natural human tendency.
People who know each other in the organisation talk together informally. One
thing they have in common is the organisation they work for, so they talk
about the happenings in the organisation.

Grapevines carry two types of information : work related and people

related.
Employees want to know what is going on in the organisation. When they are
not kept informed through formal channels, they seek information from the
grapevine. Likewise, they are curious about the people they work with.
Grapevine carry the type of personnel information not generally
communicated through formal channels.
Employees get to know plans, promotions, punishments, etc, much before
they are formally announced. Informality however, reduces uniformity news is
of communication and sometimes false or distorted circulated.
Some employees consider the grapevine their main source of information. It is
fast- they get information quickly and more information is given than is
normally included in formal downward communications, which are often
written and may originate from some one they do not know personally.
Manager often become frustrated with grapevines, particularly when they
carry incorrect information. But grapevines exist; managers cannot stop
them. Managers can, however, increase the accuracy of the grapevine by
feeding it correct information. And they can try to reduce the relevance placed
on grapevines by making certain that formal communication is complete and
timely.
6.4 PURPOSE OF COMMUNICATION
In its broadest sense, the purpose of communication in an enterprise is so to
effect change to Influence action towards achieving the goals of the
enterprises. Communication is essential for the internal functioning of the
enterprises, because it integrates the managerial functions. Especially,
communication is needed to:
⎯Establish and disseminate goals of an enterprise,
⎯Develop plans for their achievements,
⎯Select, develop and appraise members of the organisation,
⎯Lead, direct, motivate and create a climate in which people want to
contribute,
⎯Control performance,
⎯Develop rapport with various agencies and organisations concerned with the
business enterprise.
IMPORTANCE OF COMMUNICATION
Communication is an indispensable part of the process of management. The
success of an enterprise depends upon the effective of communication. Every
manager must communicate in order to get thing done through others. A
good communication system offers the following benefits:

1. Basis of Decision-Making and Planning. Communication is essential

for decision_making and planning. It enables the

management to secure information without which it may be possible to take

any decision. The quality of managerial decisions depends upon the quality of
communication. Further, the decisions and plans of the management need to
be communicated to the subordinates. Without effective communication, it
may not be possible to issue instructions and orders. Effective
communication helps inproper implementation of plans and policies of the
management
2. Smooth and Efficient Working:
Communication makes possible the smooth and efficient working of an
enterprise. It is only through communication that the management changes
and regulates the actions of the subordinates in the desired direction.
3. Facilitates Co-ordination:
Management is the art of getting things done through others and this
objective of management cannot be achieved unless there is unity of purpose
and harmony of effort. Communication through exchange of Ideas and
information helps to bring about unity of action in the pursuit of common
purpose. It binds the people together and facilitates co-ordination.
4. Increases Managerial Efficiency:
Effective communication increases managerial efficiency. It is rightly said that
nothing happens in management until communication takes place. The
efficiency of a manager depends upon his ability to communicate effectively
with the members of his organisation. It is only through communication that
management conveys its goals and desires, issues instructions and orders,
allocates jobs and responsibility and evaluates performance of subordinates.
5. Sound Industrial Relations:
Effective communication creates mutual understanding and trust among the
members of the organisation. It promotes co-operation between the employer
and the employees. Without communication, there cannot be sound
industrial relations and industrial peace. It is only through communication
that workers can put in their grievances, problems and suggestions to the
management.
6. Helps in Establishing Effective Leadership:
Communication is the basis of effective leadership. There cannot be any
leadership action without the effective communication between the leader and
the led. Communication is absolutely necessary for maintaining man to man
relationship in leadership. It brings
the manager (leader) and the subordinates (led) in close contact with each
other and helps establishing effective leadership.
7. Motivation and Morale:
Communication is the means by which the behaviour of the subordinates is
modified and change is effected in their actions. Through communication
workers are motivated to achieve the goals of the enterprise and their morale
is boosted. Although motivation comes from within yet the manager can also
motivate people by effective communication, e.g., proper drafting of message,
proper timing of communication and the way of communication, etc.
8. Effective Control:
Communication acts as a tool of effective control. The plans have to be
communicated to the subordinates, the actual performance has to be
measured and communicated to the top management and a corrective action
has to be taken or communicated so as to achieve the desired goals. All this
may not be possible without an efficient system of communication.
9. Job Satisfaction:
Effective communication creates job satisfaction among employees as it
increased mutual trust and confidence between management and the
employees. The gap between management and the employees is reduced
through the efficient means of communication and a sense of belongingness
is created among employees. They work with zeal and enthusiasm.
10. Democratic Management:
Communication is also essential for democratic management. It helps to
achieve workers’ participation in management by involving workers in the
process of decision-making. In the absence of an efficient system of
communication, there cannot be any delegation an decentralization of
authority.
11. Public Relations:
In the present business world, every business enterprise has to create and
maintain a good corporate image in the society. It is only through
communication that management can present a good corporate image to the
outside world. Effective communication helps management in maintaining
good relations with workers, customers, suppliers, shareholders, government
and community at large.

BARRIERS & BREAKDOWNS IN COMMUNICATION

The managers frequently cite communication breakdowns as one of their

most important problems. However, communication problems are often
symptoms of more deeply rooted problems. For example, poor panning may
because of uncertainty about the direction of the firm, similarly; a poorly
designed organisation structure may not clearly communicate organisational
relationships. Vague performance standards may leave people uncertain
about what is expected of them. Thus the perceptive manager will look for the
causes of communication problems instead of just dealing with the
symptoms. Barriers can exist in the sender, in the transmission of the
message, in the receiver, or in the feedback. Specific communication barriers
are discussed below:
(i) Lack of Planning: Good communication seldom happens by chance.
Too often people start talking and writing without first thinking, planning and
stating the purpose of the message. Giving the reasons for a directive,
selecting the most appropriate channel, and choosing proper timing can
greatly improve understanding and reduce resistance to change.
(ii) Unclarified Assumptions: Often overlooked, yet very important, are
the uncommunicated assumptions that underlie messages. A customer may
send a note stating that he will visit a vendor's plant. Then he may assume
that the vendor will meet him at the airport, reserve a hotel room, arrange for
transportation, and set up a full-scale review of the programme at the plant.
But the vendor may assume that the customer is coming to town mainly to
attend a wedding and will make a routine call at the plant. These unclarified
assumptions in both instances may result in confusion and the loss of
goodwill.
(iii) Poorly Expressed Message: No matter how clear the idea in the mind
of the sender of a communication, it may still be marked by poorly chosen
words, omissions, lack of coherence, poor organisation of ideas, awkward
sentence structure, unnecessary jargon and a failure to clarify the
implications of the message. This lack of clarity and precision, which can be
costly, can be avoided through greater care in encoding the message.
(iv) Loss of Transmission and Poor Retention: In a series of train
emissions from one person to the next, the message becomes less and less
accurate. Poor retention of information is another serious problem. Thus the
necessity of repeating the message and using more than one channel is
rather obvious. The loss may also be due to long-distance, distracting noises
and similar interferences.
(v) Poor Listening and Premature Evaluation: There are many talkers
but few listeners. Everyone probably has observed people entering a
discussion with comments that have no relation to the topic One reason may
be that these persons are pondering over their own problems such as
preserving their own egos or making a good impression on other group
members instead of listening to the conversation. Listening demands full
attention and self–discipline. It also requires that the listener avoid premature
evaluation of what another person has to say. A common tendency is to judge
to approve or disapprove of what is being said –rather than trying to
understand the speaker’s frame of reference. Yet listening without making
hasty judgments can make the whole enterprise more effective and efficient.
For example, sympathetic listening can result in better labour management
relations and greater understanding among managers. Especially sales
personnel may better understand the problems of production people, and the
credit manager may realize that a restricted credit policy may lead to a
disproportionate loss in sales. In short, listening with empathy can reduce
some of the daily frustrations in organised lies and result in better
communication.
(vi) Semantic Distortion: Semantic is the science of the meaning of words
and symbols. Another barrier to effective communication is semantic
distortion, which can be deliberate or accidental. An advertisement that
states ‘we sell for less, is deliberately
Ambiguous; it raises the question- less than what Words may evoke different
responses. To some people the’ Government ‘may mean interference or deficit
spending: to others, the same word may mean help, equalization and justice.
(vii) Distrust, Threat and Fear: Distrust, threat and fear undermine
communication. In a climate containing these factors, any message will be
viewed with scepticism. Distrust can be the result of inconsistent behaviour
by the superior, or it can be due to past experiences in which the
subordinates were punished for honestly reporting unfavourable, but true
information to the boss similarly in the light of threats –whether real or
imagined –people tend to tighten up become defensive, and distort
information What is needed is a climate of trust, which facilitates open and
honest communication. other personal barriers may arise from the
judgments, emotions and social values of people. They cause psychological
distance between the people, which may prevent communication. Our
emotions, for example, act as filters in nearly all our communications. We see
or hear what we are emotionally tuned to see or hear. Thus communication
can not be separated from the personality itself.
(viii) Insufficient Period for adjustment to Change : The Purpose of
communication is to effect change that may seriously concern employees:
shifts in the time, place type and order of work or shifts in group
arrangements or skills to be used. Some communications point to the need
for further training, career adjustment, or status arrangements. The change
affects people in different ways, and it may take time to think through the full
meaning of a message. Consequently, for maximum efficiency, it is important
not to force change before people can adjust to its implications
(ix) Information Overload: One might think that more and unrestricted
information flow would help people overcome communication Problems. But
unrestricted flow may result in too much information. People respond to
information overload in various ways. First, they may disregard certain
information. A Person getting too much mail may ignore letters that should
be answered. Second, if they are overwhelmed with too much information,
people make errors in processing it. For example, they may leave out the word
'not' in a message, which reverses the intended meaning. Third, people may
delay proceeding with information either permanently or with the intention of
catching up in the future. Fourth, people may filter information. Finally,
people respond to information overload by simply escaping from the task of
communication. Efforts should be made to reduce the information overload at
each level.
7 C's of Communication
Definition: The 7 C's of Communication is a checklist that helps to improve
professional communication skills and increases the chance that the message
will be understood in exactly the same way as it was intended.

1. Clear: The message should be clear and easily understandable to the

recipient. The purpose of the communication should be clear to sender then
only the receiver will be sure about it. The message should emphasize on a
single goal at a time and shall not cover several ideas in a single sentence.
2. Correct: The message should be correct, i.e. a correct language should
be used, and the sender must ensure that there is no grammatical and
spelling mistakes. Also, the message should be exact and well-timed. The
correct messages have a greater impact on the receiver and at the same time,
the morale of the sender increases with the accurate message.
3. Complete: The Message should be complete, i.e. it must include all the
relevant information as required by the intended audience. The complete
information gives answers to all the questions of the receivers and helps in
better decision-making by the recipient.
4. Concrete: The communication should be concrete, which means the
message should be clear and particularly such that no room for
misinterpretations is left. All the facts and figures should be clearly
mentioned in a message so as to substantiate to whatever the sender is
saying.
5. Concise: The message should be precise and to the point. The sender
should avoid lengthy sentences and try to convey the subject matter in the
least possible words. The short and brief message is more comprehensive and
helps in retaining the receiver's attention.
6. Consideration: The sender must take into consideration the receiver's
opinions, knowledge, mindset, background, etc. in order to have effective
communication. In order to communicate, the sender must relate to the
target recipient and be involved.
7. Courteous: It implies that the sender must take into consideration
both the feelings and viewpoints of the receiver such that the message is
positive and focused at the audience. The message should not be biased and
must include terms that show respect for the recipient.
 Note: This checklist applies to both the written and oral communication.

Means of communication
There are various ways through which we communicate with each other.
These may be called as the means of communication. In face-to-face contact,
we use different parts of our body or we directly talk to others while
communicating our message. Where face-to-face communication is not
possible, we take the help of some other means through which we usually
convey our messages. For example, we may use letters to convey written
messages; talk to other over telephones; send a telegram and use various
other modern machines like computers, fax machine, etc. to communicate
are messages. The means to be used in our communication process depend
upon the purpose of communication. For example, to send an urgent message
we generally use the telephone; for any important matter for which a written
document is required, we use letter, telegram, fax, etc. Nowadays modern
technology has given us a wide option to choose the means according to our
requirement and liking.

Letters:
Letters are a written form of communication. These can be sent or received by
individuals or organisations. Written messages in the form of letters can be
delivered to the receivers through special messenger, post offices or private
couriers. This method is mostly used where face-to-face communication is
difficult or other means are not easily available. It helps in keeping a record of
the communication. The cost involved is low in this means of communication.
Telegram:
It is also a form of written communication by which messages can be sent
quickly to distant places. It is generally used when there is an urgency of
communicating any important message. It transmits message much faster
than ordinary postal mail. This facility is available in all telegraph offices,
where on payment of specific fee,

we send our message. Charges are payable on the basis of a number of words
used in writing the message including the address of the receiver and sender’s
name. Hence, telegraphic messages are written in brief.
Telegrams can be sent as ordinary or express telegrams Travel faster than
ordinary telegram, for which extra charge is to be paid. To send telegrams to
foreign countries cablegram is used. Telegram can also be sent by using
telephone, which is called a phonogram. Here by ringing up the telegraph
office through a telephone, the message can be recorded and later the
telegraph office transmits the message to the receiver. It uses morse code
Phones:
Telephone is a very popular form of oral communication. It is widely used for
internal and external business communications. Long distance
communication is facilitated by STD (Subscriber Trunk Dialing) while
international communication can be made through ISD (International
Subscriber Dialing) facilities. Both government and private agencies provide
telecom services. Telephone is mostly preferred as it helps in establishing
instant communication.
In business firms as well as government and private offices automatic
switchboards known as private automatic branch exchange (PABX) are
installed to facilitate internal as well as external communication.
Now-a-days mobile phones are very popular as they give access to the
receiver at any time, anywhere. This is an improvement over the fixed line
telephone. It processes many modern features like Short Messaging Services
(SMS), Multi-Media Messaging Services (MMS) etc., by using which written
message can be sent to the receivers. Both private, as well as government
organisation, provide these services. MTNL, BSNL, Airtel, Idea, Reliance and
Tata are the leading mobile service provider in our country.
Telex:
Telex provides a means of printed communication using a teleprinter.
Teleprinters consist of machines installed at different places which are
connected to a central exchange through cable. In each machine, a standard
keyboard is fitted. Any message typed by using those keyboards at one end is
automatically typed at the other end. Hence instant transmission is possible.
Fax:
Fax or facsimile is an electronic device that enables instant transmission of
any matter, which may be handwritten or printed like letters, diagrams,
graphs, sketches, etc. By using telephone lines this machine sends the exact
copy of the document to another fax machine at the receiving end. For
sending any message the documents on which message, diagram or drawing
is typed or drawn has to be put in the fax machine and the fax number (a
telephone number) of the party has to be dialled. Then the fax machine at the
receiving end will instantly produce the replica of the matter. This is the most
commonly used means of written communication is business. The main
advantage of Fax system is easy operation, instant transmission of
handwritten or printed matters over any distance, simultaneous transmission
to two or more receivers, etc. The machine also records each transaction of
communication. The only limitation is that fax machines accept documents
up to a standard size. Again, as a usual practice, a copy of the same
document is sent to the receiver through the post for their record. The
receiver at the other end also makes the photocopy of the document
immediately after receiving the message through the fax machine, because
there may be chances that the link used by the machine may fade away after
some time.
E-mail:
Electronic mail, popularly known as e-mail is a modern means of
communication. The system makes use of the electronic method of
transmitting and receiving information. In this case individuals, through the
internet, open an e-mail account in their name from any ISP (Internet Service
Provider). Then letters, messages, pictures or sounds can be sent through
their computer to the e-mail accounts of other individuals. Whenever the
other person will access his e-mail account he receives the message. The
information is communicated audiovisual and the process is extremely fast.
This method is gaining popularity with increased use of the internet among
the users.
Voice Mail:
It is a computer-based system for receiving and responding to incoming
telephone calls It records and stores telephone messages through computer
memory. The caller can get the required information by dialling a voice mail
number and then following the instructions of the computer. The individuals
can also record their messages through voice mail. The receivers at their own
convenience can get the message from the machine and take action
accordingly. You can get information regarding admission, examination and
result of NIOS through an interactive Voice Mail.
Pager:
This is an instrument that can be used to receive any short messages from
the sender at any time. Within a limited area if anybody wants to send any
 message to a person who does not have any fixed work place or he/she is in
motion, then the message can be sent through Pager. The sender dials a
telephone number and give his message orally to the company operating the
pager service. This message is transmitted by the company to the person
processing the Pager. The message travels through the air in the form of an
electronic signal, which is converted into a written message through a pager.
By reading that message the receiver will take action immediately. It is a
system of one-way communication, which means, the receiver can only
receive the message but cannot send any message through this machine.
Teleconferencing:
The conference generally refers to a meeting of people for consultation or
discussion regarding any common issues. Here people sit together and
interact face to face with each other. But, teleconferencing is a system
through which people interact with each other without physically sitting in
front of others. People can hear the voice and see the picture of other and also
respond to their queries even if sitting in different countries. It required the
use of a modern electronic devices like telephone, computers, television etc.
For every teleconferencing, a central controlling unit is required that facilitate
the entire process of communication.
There are two different types of teleconferencing, one, audio
conferencing and the other, video conferencing.
Audio-conferencing - It is a two-way audio communication system in which
the participant listen to the voice and respond immediately sitting at different
places. People may listen to the voice through radio or television and put their
queries by using the telephone.
Video-conferencing - Besides listening to the voice, the participants of video
conferences can also see the picture of each other while talking themselves.
This is called video-conferencing.
There are two different type of video conferencing processes.
i.One-way video and two-way audio: In this system, the participants can listen
to the voice and see the picture of the persons sitting at the studio. The
audience maintains contact with the studio through the telephone and the
persons at the studio listen to the voice of the participants.
ii.Both way audio and video: Here participants at both ends i.e., studio as well
as audience end, are able to listen to the voice and see the picture of each
other while talking amongst themselves.