4) Short-Lived Process: It is Introduction to Communication Skills Introduction to Pere RSI} Pa COMMUNICATION 1.1.1. Meaning and Definition of Communication The term communication is derived from the Latin word ‘communicare’ which refers to. sharing, contributing, informing, popularising and spreading. Communication can be expressed as a process in which individuals (two or more) share their views, suggestions, evidences, thoughts and feelings. The individuals involved in this process are known as sender and receiver. Communication is a process which includes the sharing of information and mutual understanding among the persons at same or different levels. Management of an organisation uses communication in assigning and controlling the employees’ work. Communication offers help to the workers in achieving their individual goals by making them aware of the internal as well as external events which is also beneficial for the organisation. According to Newman and Summer, “Communication is an exchange of facts, ideas, opinions or emotions by two or more persons”. According to Keith Davis, “Communications is a process of passing information and understanding from one person to another”. According to the American Management Association, “Communication is any behaviour that results in an exchange of meaning”. 1.1.2, Features/ Nature of Communication Nature of communication is as follows: 1) Inevitable: Communication is a social and psychological activity. If a person is facilitated with all physical comforts, but is not allowed to read, write, speak or listen he will become mentally weak and incapable of performing any task, Hence, communication is very important. 2) Continuous Process: Communication is an on-going process and not an art or a time-based event. It includes various events and actions that are interconnected and dependant on each other. 3) ‘Two-Way Traffic: Communication is said to be incomplete unless the receiver is able to understand the message. So, it can be said that feedback is very essential for an effective communication. Therefore, communication is a two-way traffic instead of one-way tral id to be a short-lived process, because as soon e and understands it in the right context as the receiver receives the messag the communication process is completed.c In + Communication takes place everywhere. Not on} e. Hence, it is termeq : als, etc., also communicat 5). Universal Phenane” vi human beings but birds, anim as a widespread phenomenon: : ication always takes pl 0, Conte Gray ead 0 ferent meanings Therefore, meaning may change ccording to the soo ae ee proper tind sianding: For proper unders'2" sage, ” Re a be clearly and briefly expressed in words. eI the metig tee communication are many but the main objective is proper understanding of the message by the receiver. ‘ 5) Leads to, the Achievement of Organisational Onjectives:, Effective : “ty to. achievement of the organisational objectives by communication leat creating a sense of objectivity in the organisation. ace in a particular conte, f spoken in different context. 1.1.3. Purpose of Communication Purposes of communication are as follows: ie 1) To Give and Receive Information: Communication is used by organisations to convey the important information to employees about the goals, policies and rules through meetings, telephone calls, notices, employee handbooks, and bulletins. Organisations also use it to communicate with outsiders such as investors, customers, suppliers, government, public, etc., to make them aware about the organisational strategies ‘and efforts either verbally or in written form. 2) To Convey the Right Message: Transmitting the right message to the right person is also a purpose of communication. It should also be ensured that the person receiving the message understands it. 3) To Provide Advice: Advice can be given on both personal and official matters, Generally, in organisations, supervisors advice their workers on the matters like how to handle the different machines or equipment in the factory premises. Managers also seek expert’s advice in the matters of taxation, project finance, quality control, engineering, etc. To Persuade People: The art of influencing the attitudes, opinions and actions of people is known as persuasion. It is an essential goal of communication and needs efficient speaking and writing skills. Face-to-face conversation makes persuasion more effective. 5) ‘To Motivate People: Motivation is the process of making people work hard for accomplishing organisational goals. Humans achieve their goals because of this motivational force. Motivating people is also a goal of communication. An __ effective communication style results in motivating employees of the organisation. 4) 1.1.4, _ Elements/Components of Communication Five main elements of communication process are as follows: |) Svnder/Encoder: The creator of idea or the message is known as source or sender or encoder. A sender could be an individual, a group, or an individual who might be acting on behalf of a group. The sender (source) acts as the transmitter of the message.Introduction to Communication Skills 2) Message: Message refers (0 receiver. Messages are made 1B the stimulus that the sender transfers to the up of symbols which have certain and specific meaning to both the parties, the sender and the receiver. the message. Mostly, the channels MediumvChannels: Channel plays an important role as means of transmitting fare in written or oral form but as technology js developing rapidly, visual channels are becoming more popular and commen The telephone and written forms such as letters, the common channels of communication. memos, and reports fall under ‘On the basis of the nature of the communication, the effectiveness of the communication can vary. 4 Receiver/Decoder/Listener: The person who receives understands it. and interprets its meaning, is known as receiver. Receiver is the message, also called decoder or listener ats he/she decodes the message received. feedback the sender cannot verify that correctly. Feedback is very important to make Feedback The most significant clement of communication is is feedback, only then a communication would be effective. In the absence of the receiver has understood his message feedback. If there ‘communication successful. It is the reaction, reply or effect of the information conveyed to the receiver. 6) Noise: introduced at any stage 1.1.5. Communication Process Communication is a two-way process which deals with the exchange and succession of ideas towards a direction that is mutually accepted. The communication process takes place with two participants, ie., the sender and the receiver, via a medium through which a particular message (understandable to both the parties and having a specific objective) is transmitted. The communication process is shown in the figure 1.1. [Link], Source/Sender The individual, group, or organisation known as sender or encoder. The whole responsibility upon the shoulders of sender. The message can be behaviour, knowledge, amed according to the receiver's expectations, the 1 would be high. The source absorbs the idea, hannelsor medium, and lastly decides Dr. Smith, a physician, sender such as experience, culture, If the message is fr acceptance and approval level frames the message, chooses the cl regarding the receiver. For example, an antibiotic to a patient, Mrs. Johnson. a negative component in communication channel. In general, in the process of communication. Noise is that interruption which hinders communication process. It is noise can be an (Bh Context Figure 1.1: Communication Process that starts the process of ‘communication is of communication rests affected by certain traits of abilities, perceptions, and needs to prescribevyer the sender identifies the necessity ‘There are two important things which {be fully conscious about the must consider the receiver's language, etc. 4 ation starts whene' to the receiver. mind; first, he/she mus .d second, the sender in terms of opinions, commu! in information always keep inn wunication an yhend the message The process of to convey certa a sender should objective of the comm" capabilities to comprel [Link], Message ; Tie encoded idea that is transferred By the sender is called message. It is wants to communicate or transfer 14 the specific nich includes written of something that a sender receivers. Messages can be in two forms: verbal w! t Spoken; and non-verbal which includes appearance, body language, silence, sponds, signs, etc. For example, the prescription details: “Amoxicillin 500 mg, take one tablet every 8 hours for 10 days.” information, facts or sage to communicate particular Tn order to communicate the message in the same Way mple manner so that vrehhe sender wishes, the message should be framed in 2 s) rn easily understand it. If the message is to be conveyed in written Mier should carefully analyse the words, meaning and "and in case, the message is to be conveyed in .e cautious of facial expressions and the body now-hows. ‘The sender forms the mes: viewpoints to the receiver. the receiver ca or verbal form, the seni language used in the message. non-verbal form, the sender should bs language and must consider the receiver's experiences and ki [Link]. Encoding —ov%' C6270 - the sahod by which idea oF thought of the message is converted into symbols jae tam be transmitted. In the process of encoding, one should consider the aaa cnte that have to be included in the message and should also consider that ow the receiver will interpret it and how it can affect the relationship among the two parties. For example, Dr. Smith writes the prescription legibly on a paper pad and enters it into the electronic health record system. In a formal scenario, the following three steps are a part of encoding: 1) Choosing a suitable language, 2) Choosing a proper medium of communication, and 3) Choosing a suitable form of communication. For effective encoding, its vital to choose a right language: A common language code is required for verbal messages which can be_ simply decoded by the receiver. The entire communication process can fail if the receiver is unable to understand or decode the message. [Link]. Channel The medium by which the message moves from sender to receiver is known as channel. The channel can be mass media which includes newspapers, radio, T.V. eic., oF it could be of individual use which includes telephone, correspondence, et Selecting and vaiaing the channel i considered as the most fundamental eae lunication as it includes selecting the right place (where to unicate), right way (how to communicate) and the right time (when to communicate).Iptvoduetion t¢ Communication Skills 1s For example, 1). Written: Dr. Smith gives the paper prescription 2) Digital: The prescription is also sent electronicall; 10 Mrs. Johnson. yy to the pharmacy. [Link]. Decoding Decoding is the stage where the receiver decodes the encoded mes interprets and comes out with the meaning of the message. 1 interpreting the symbols of the message, the receiver applies his knowledge and experience, or in Sympovases he may consult with a third party authority such as a dictionary £7 a seule book. The receiver is not so much active in the process of communication put in this stage, he becomes more active. For example, 1) ‘The pharmacist, John, receives and reads the electronic prescription. 2) John interprets the details and prepares the medication accordingly. Decoding process includes two major steps, namely, interpretation and message analysis. The concept of decoding, in terms of oral communication, refers to Tistening and understanding; whereas decoding, with respett to. written Communication can be understood as readive and understandins, @ written message. Successful communication largely depends oF effective decoding because any incorrectly understood message can result in communication breakdown and makes lot of misapprehensions and confusion. age. He [Link]. Receiver ‘The targeted recipient of a message is known as the receiver, Receiver is the only most significant ingredient in the communication process because any Kind of ignorance on his part can make the entire communication process unproductive Or tinsuccessful. He receives the encoded message and tries to decode it by understanding, interpreting, and perceiving the meaning of it as the sender has transmitted. For example, the pharmacist, John, who reads and interprets the prescription, and Mrs. Johnson, who receives the medication and instructions. el of receiver's awareness, dependency of encoder on .s to the message together determine the degree to ands the message. Several factors such as lev' decoder and their responsivenes: which the receiver/decoder underst [Link]. Feedback ‘At the end, the receiver responds to the message that has been transmitted by the done clearly or it could be based on misunderstanding sender, The interpretation can be of the message that has been sent. The reaction or response of r ir to the message sender is known as feedback. The feedback given by the recipient is known as response; which can be of two types, werbal or non-verbal, ‘/erbal response isin words and non-verbal response can be signs like smile, clap. glance, ete For example, 1) John calls Dr. Smith to confirm if Mrs. Johnson has any known allergies after noticing a note in her record. 2) Mrs. Johnson asks John if she can t do if she misses a dose. if ake the medication with food and what to16 Feedback Importance of Fee back enables the » Sate fand understood by the receiver. der to know W Feedback also helps the sem i 2 Ete the information sent in the messige as mMormmntunication an on-going PTOCeSSs 4) Fee is der to know whether the messabe was successfully set hhether the receiver has accepted or by an originator. ae is cont constituent of the communication process. Comme the i hich the communication occurs and aids in defining the ae oa s called a context. A major part of communication can be anticipated with a high level of precision, if its physical context is a For example, a certain level of knowledge and expectations are asgocia ‘ed with the communication that takes place within churches, mosques and synagogues, Similarly, we prefer a romantic talk in a silent, dimly lit restaurant or on a private beach. Therefore, selection of a particular environment and the context helps in providing the intended meaning to the message. ‘A major part of the message’s meaning can be defined with the kind of relationship shared by the originator and the receiver. Similarly, if the context is known, a major portion of commu! ication can be forecasted with a high level of accuracy/precision. a 1.1.6. Role/ Importance/Significance of Communication 1) For Individual: i) Building Relationships: Effective communication helps in building and maintaining personal and professional relationships. It fosters understanding, trust. and mutual respect, enabling people to connect on a deeper level. ii) Conflict Resolution: Clear and 9nen communication can prevent misunderstandings and resolve conflicts. It allows parties to express their viewpoints, listen to others, and find common ground. iii) Information Exchange: Communication is essential for the exchange of information and knowledge. It ensures that everyone is on the same page, which is crucial for decision-making and problem-solving. iv) Influence and Persuasion: Through effective communication, individuals can influence and persuade others. This is particularly important in leadership, sales, marketing, and advocacy. y) Emotional Support: Sharing thoughts and feelings helps in providing emotional support. It allows individuals to express themselves, receive empathy. and feel understood. vi) Cultural Understanding: Communication helps in bridging cultural gaps. It promotes understanding and appreciation of different cultures, fostering inclusivity and reducing biases. vii) Personal Development: Developing communication skills enhances personal growth. It boosts self-confidence, improves social interactions, and equips individuals to handle various situations effectively. Inte 2)Introduction to Communicat 2 Consideration simply means tying © put oneself in receiver's place and creating messages that has to ‘be communicated. One should imagine the recipient according to their perspective, i.e., desires, problems, circumstances, emotions, and their possible reactions. By doing s0, one can understand the viewpoint of the recipient. This approach is known as “you-attitude” which means to understand the human nature by putting oneself into his shoes. 7) Courtesy: The term ‘courtesy’ means the friendly and caring attitude for others. The communication could be enhanced through polite mannet It motivates the participative communication. It plays a more important role in business writing than that of oral or face-to-face communication. A message with courtesy, strengthens existing business relations, it helps in | enhancing the social circle and building goodwill of the organisation. Courtesy originates from “you-attitude’ and it is not always with the polite terms like ‘please’, ‘thank you’, etc When the trustworthiness of the sender has been recognised, the sender should express himself in a courteous manner. The word itself depicts the essence that the sender/speaker should understand the emotions of the Feceiver/listener very well. In business communication, one not only vommunicates the information and ideas but also tries to maintain a sound Understanding among the parties, for the growth and development of the business and to maintain the goodwill. Courtesy’ does not always mean to use the simple phrases like ‘please’ or “thank you’, it means to show gratitude and genuine expressions that come from respect and concern for the other parties. Courtesy is the starting and the ending point in business world and there is lot of scope for achievements if appreciation and admiration of people are included in the message. 1.3.1. Introduction Communication barriers can be defined as the smooth flow of informal When the information does not flow from sendet and organised way due to various reasons, it creates between the sender and the receiver. the obstacles or hurdles which prevent tion between various channels of communication. to the receiver in the planned blockage of communication This blockage may be based on the situation, environment or psychology of the participants. There is no particular reason OF situation for the communication barriers to occur. Due to these barriers the message sent from the sender may not reach the receiver in the intended manner, which may give rise to unnecessary chaos and confusion. ion to take immediate steps and rule out all the scope of. It is up to the organisati¢ a C miscommunication and distortion of information. This can be done when the barriers are identified and rectified.0 Ski a ommunication Introduction sication are of the following types: ~~ 1.3.2. Types of Barriers to Cc ve comm The barriers in the way of Barriers jeal Barviers se iit) Physic Physiol y 1.3.2. These jxational Barriers Personal Bat ] (orm | [Link]. Physiological Barriers BOD orw pS iow Barriers associated with the restricuons of the human mind and body, pe perception, memory and attention, are termed as physiological barriers to ca reanication’. A. person's individual discomposure of Une = like bad health, hearing problems or poor eye sight may create physiological barriers. 2 % ‘Types of Physiological Barriers dno) enb > HORST Teron physiological barriers may cause problems in establishing communicaion vatt an individual. Some of the main physiological barriers are enlisted below: 5) 1). Vision Impairment: Vision impairment can be considered as & physiological Farrer to communication, Loss of vision may not always lead to total A blindness but there are many other problems that may occur such as ks sensitivity to glare and bright lights, difficulty in noticing details, blurring, blind spots or tunnel vision. There are several ways in which communication of a person is greatly restricted due to vision impairment, irrespective of the level of disability. A visually disable person cannot see or observe body language or facial expressions that indicates the mood of the other person. He is also incapable of seeing the person whom he is speaking due to which he may find conversations as confusing and difficult. 2) Hearing Impairment: Hearing impairment is also a physiological barrier (0 communication. Several factors can lead to hearing impairment such @& Ag medical conditions like infections, traumatic or other environmental factors, Qe developmental deformities or hereditary problems. Hearing loss can cause sy problems in many areas like speech and language, educational development and social development. A person’s capability to communicate with others, majorly influences all these areas. 3 Speech Disorders: Speech disorders comprise of various kinds of disorders which are explained below: i) Apraxia: The damage caused at the speaking portion of the brain results r oo in a condition called as apraxia of speech. A person suffering from this condition loses the capability to form words and syllables with sounds.Introduction to Communication Skills aan 2B ach) ii) Dysarthria: The SXraition in which the muscles of the face, mouth and respiratory system are weak and unable to work at full capacity. This condition results in a person losing the ability to speak in a clear and understandable manner leading to fast break down of communication i‘ 5 wwe 4 ) Stuttering: "fis condition impedes the fluency of communication with repetitions of parts of words or entire words and continued speech sounds. [Link]. Physical Barriers These are of following types: 1) Noise: Sometimes the effectiveness of a communication gets reduced due to the disturbances or confusion created by the ‘noise’. A noise may be physical, psychological. physiological or semantic. A physical noise is a noise made by other people or objects around us. For example, a loudspeaker playing outside an office. in which two people are trying to talk. is a physical noise. A psychological noise has to do with one’s mental state or attitude and how that changes the way one communicates. Physiological noises, as the name suggests, comprise interferences in communication caused by pain in some part of the body, exhaustion, etc. Semantic noises occur when the ‘person giving the message uses language that the recipient is unaware of. 2) Bad Timing: If a message or communication is passed on or conveyed at a wrong time, its effect will be significantly reduced. For example, a phone call made at midnight may interrupt sleep of a person and he/she may get annoyed if the communication is of importance. 3) Distance: Huge distances between the senders and receivers of a message can also prove to be a barrier to effective communication. Telecommunication is most often relied on to solve this problem. However, telecommunication technologies are dependent on telecommunication companies having a strong infrastructure. If the infrastructure is weak, the transmission of signals will be unclear. Nonetheless, with the use of newer technologies such as mobiles and the internet, communication over long distances has become much smoother. [Link]. Cultural Barriers If employees from different cultural backgrounds work for the same organisation, a huge barrier in communication could arise. The same symbols or actions can stand for separate things to people belonging to different cultures. For example, the colour ‘black’ is a symbol of death and mourning in Western countries while in the Eastern countries the colour ‘white’ has the same meaning and symbolism. In the U.S.A. most people love to be called by their first name while people in India and Britain prefer to be called by their title or surname. == unt Barriers on Communication inn in diverse and24 Here’s an overview of the key imp: 4) 6) ok Int acts ae a 1d Misunderstanding: Different cultural backgroyy | tations of the same message. Non-verba} cull and personal space, can be interpret) to misunderstandings or offense, Style Differences: Cultures have distinct COMMUNicatio, 4 y iroctness or indirectness, formality, and the y. Itures value direct and explicit communicatig, re nuanced and indirect approach. ‘Th. .d ineffective communication. Misinterpretation an lead to varying interpre! such as gestures, eye contact, differently across cultures, leading Communicatio: styles, including differences in di of silence. For instance, some cul while others may prefer a mor differences can lead to confusion an n: Cultural barriers can contribute to conflicts ang settings. Differences in values ang da Jack of mutual understanding Conflicts and Tensior tension in both personal and professional expectations can lead to disagreements an ‘ which can strain relationships and hinder collaboration. Reduced Effectiveness in Teamwork: In diverse teams, cultural barriers can impact teamwork and collaboration. Miscommunication and differing approaches to problem-solving and decision-making can affect team cohesion and productivity. Lowered Employee Morale and Engagement: In workplaces where cultural differences are not well managed, employees may feel excluded or undervalued. This can lead to decreased morale, lower job satisfaction, and reduced engagement. Impaired Negotiation and Conflict Resolution: Effective negotiation and conflict resolution often require an understanding of cultural nuances. Without awareness of cultural differences, negotiations may falter, and conflicts may remain unresolved or escalate. [Link]. Language Barriers The most prevalent communication barriers are language barriers causing misconceptions and misapprehensions among people. Communication may become incomprehensible if the speaker and receiver do not use same language and words. If a person makes use of words that the receiver is unable to understand, it makes the entire communication process useless and inefficient, averting the message being transmitted, There are many causes of language barriers which are as follows: )) 2) Different Languages: Each employee in an organisation speaks a different language. It creates communication problems in conveying one’s ideas and feelings to each other. This is true in case of both national and multinational companies. Sometimes translators of these languages fail to conyey the exact meaning of the content in the letters as well as that of different words in certain languages. The scope of language problem also increases and enlarges with the growth of the company. Words: Words and symbols may act as a barrier as their meaning changes with the changes in the context in which they are used. So, if a reader is not familiar with the meaning of certain words and symbols he/she may interpret them wrongly because of his/her level of thinking.Introduction to Communication Skills 25 3) Pletures All the pictures, graphs, three-dimensional_models such as eprint, maps, and charts must have proper caption or written statements under them so that readers do not get confused and can interpret them as per the intended manner. 4) Actions: The area of actions is quite wide as it covers gestures, body language and its movements. Different types of gestures like movements of lips, movement of eyes, breathing movements, smiles, frowns, expressions, etc., come under the purview of body language. Communication becomes impressive and noteworthy if accompanied with correct body language. Poor Vocabulary: If one’s Vocabulary is poor, he/she will not be able to communicate properly either verbally or non-verbally. The sender of the message should use different words in their right context and with their precise meaning and should be ready to replace them according to the situation. Challenges Posed by Language Barriers Here are some of the key challenges: 1) Miscommunication: Language barriers can lead to misunderstandings, incorrect information, and conflicts. Misinterpretations of intent or meaning can hinder effective communication and problem-solving, 2) Reduced Efficiency: In professional settings, language barriers can slow down workflows, delay decision-making, and reduce overall productivity. Employees may spend more time clarifying instructions or seeking translations. 3) Limited Access to Information: Individuals with language barriers may have restricted access to important information, resources, and opportunities, impacting their ability to perform tasks or advance professionally. 4) Cultural Misunderstandings: Language is closely tied to culture. Language barriers can exacerbate cultural misunderstandings, leading to unintentional offense or misinterpretation of cultural norms and practices. Ways to Enhance Language Skills for Better Communication 1) Language Training and Education: Invest in language courses or workshops to improve proficiency. Many resources, including online platforms and language schools, offer tailored programs for various skill levels and professional needs. 2) Practice Regularly: Consistent practice is crucial for language acquisition. Engage in daily conversations, read books, watch films, and listen te podcasts in the target language to build fluency and comprehension. ity Training: Incorporate cultural sensi vity training alongside language jearning. Understanding cultural contexts can enhanc: communication and reduce the likelihood of misunderstandings. 4) Utilize Bilingual Resources: Where possible, use bilingual materials an. resources to bridge gaps. This includes bilingual documents, signage, an support services to ‘assist in communication. 3) Cultural SensitSkills 2 Introduction to Communicat [Link]. Interpersonal Barriers When a person is not able to objectively listen to the sender's messages mainly because of mistrust. poor reputation, clashes of personalities or stereotypes/prejudices, it is referred as an “interpersonal barrier” It is the interpersonal barrier which restricts an individual to interact with others. People having an interpersonal barrier usually avoid communicating with others. In fact, it is one of the toughest dimensions to alter. There are many individuals who pass their entire lives tying to change their self-image or converting prejudices about their presence in the society. They fail to make a real bonding with other people mainly because of false perceptions of others. Some examples of interpersonal barriers resulting in ineffective communication are: 1) Lack of Desire to Participate: One of the most prevalent barriers to communication is the lack of intent to communicate with others. This is almost similar when a person wants to communicate with the other person who is not willing to interact at all. 2) Reluctance to Explore: We face interpersonal barriers to communication in the form of avoidance of exploring different ideas, opinions, and priorities. The different types of interpersonal barriers are explained below: 1) Physical Objects: A barrier can be anything that acts as a hurdle between interpersonal communications such as a desk, crossed arms, a piece of paper between two persons, a mug, etc. Though they do not hold much significance as barriers but still restrict interpersonal communication. tance between two persons during interpersonal barrier. An effective located at arm’s distance. On are conversing 2) Space: Here, space means the dist communication which act as an communication can be done if two persons are the other hand, communication may not be effective if people on phone, e-mailing, texting or standing at a far distance. ct as an interpersonal barrier. Closed- 3) Attitude: A person’s attitude can also a fail to effectively communicate with minded and judgemental persons may another person due to their categorising nature. 4) Not Listening: Listening and hearing are two different concepts. Many people do not wish to Jisten to others as they presume that they already know whatever the next person is about to tell. Sometimes, they may also do not listen to others due to their ego problems. Holding such types of thinking also act as interpersonal barriers. 5) High Emotions: High emotions, ite., being too emotional, depressed, raged, elated, grieved, or mad also act as interpersonal barriers. One cannot communicate effectively unless he owns full control over his emotions and rational thinking. [Link]. Psychological or Emotional Barriers Emotional barriers are born due to reasons like motives, attitudes, judgements, sentiments, emotions, and social values of participants. These problems sometimes disturb the flow of communication either completely or partially.Communication si 28 nierpretations which compromise the effectiveness of jy.) Into Types of emotional barriers are as follows: : sie and Retentions: The accuracy of a communicatigy then it passes through a number of levels. Some pg Tost in its transmission or conveyance. About 30 pe, pates at each transmission fevel. There is agg torage of information. It has generally bee, ty of the workers is less gg ‘They may create misin communication proce 1) Loss in Transmi decreases significantly w1 of the communication is cent of a communication dissi bad record of retention or st ‘ observed that the information retention capaci compared to the supervisors 5 >) Lack of Trust in the Management: Sometimes, when the manager does ng hac the required administrative skills and lacks self-belief, his own employees find it difficult to trust his words, ideas and decisions. Lack of trust may ay cause the employee to make rash and irrational decisions. 3) Failure to Communicate: It often happens that the information is not properly communicated by the managers to their subordinates. This generally happens because they are lazy, or they randomly assume that every concerned person have understood the information. They may also deliberately not reveal information to demean their juniors. 4) 6) 4) Dependency on the Written Word (Order): This problem arises due to the difference in oral and written orders. The main reason behind it is that generally the officials are not very careful while verbally communicating the organisational policies. Hence, orders given in writing are followed more sincerely as compared to the oral commands. su 5) Carelessness of the Receiver: This is a general problem that employees ot 1.2 the people of an organisation take bulletins, notices, minutes, and reports ina | Th passive way and thus they miss many vital pieces of information. [Link]. Organisational Barriers Such types of hurdles come due to the functioning of an organisation and thus are known as ‘organisational barriers’. Some important barriers related to an organisation are as follows: 1) Organisational Policy: An organisational policy is a set of guidelines which is generally communicated in written form by the top level management. Communication process may lose its effectiveness ig the organisational policy disturbs the flow of information in different parts of the organisation. 2) Unnecessary Reliance on the Organisation’s Guidelines: Going excessively by the rules, at times, creates a hindrance in the smooth functioning of communication within a company. Sometimes, critical information is excluded or manipulated. Strict adherence to an organisation’s guidelines related '© communication slows down the process of conveying information and causes employees to lose enthusiasm and not share their creative thoughts. 3) Superior-Subordinate Relationship: If the senior-junior relationship in 2% organisation is too rigid, it prevents the free flow of feedback and valuable suggestions in both upward and downward directions, i.e., from junior t0 senior and vice versa, beneficial for both parties concerned and the yDIntroduction (© Communication Skills 29 organisation as a whole. The wider is the difference of status between the senior and the junior employee, the more effort has to be made in reducing the possible communication hurdles between them. ° 4) ee of the Organisation: Structure of an organisation also acts as poe especially in big organisations. As the information wavels through ifferent hierarchical levels it may get altered and distorted, which in turn compromises the effectiveness of the communication process. 5) Shortage of Facilities in an Organisation: People in an organisation fail to communicate effectively. if adequate means of giving honest feedback such as an open door system, suggestion boxes, conferences, meetings, etc., are not provided . a 6) Wrong Choice of Medium of Communication: There are many channels or mediums of communication such as face-to-face conversation, oral communication, written communication, communication via telephone and hail, and even audio-visual communication, Each medium does not suit every situation. For example, if a salesperson has to convince a client to buy his product, face-to-face communication is required. However, if a politician has to make fan appeal to a large mass of people to vote for him, face-to-face communication with each and every person, who has assembled to hear him, Guill not be practically possible. In this case, he must rely on oral jon and address a speech to everybody present there. communis [Link]. Personal Barriers The personal barriers can be of following types: 1) Barriers Posed by Superiors: The role of superiors or officers in the communication process cannot be undermined. Due to their seniority and high status. superiors can forward hurdles to communication in the following ways: i) Superior’s Attitude: If the attitude of the superior is not positive, then filtering and distortion of information may take place at various levels. Different types of managers at various organisational levels try to manipulate the information in their favour which delays the process of communication. ii) Fear of Challenge to ‘Authority: Officers sometimes prevent the free flow of information in order to cover Up their shortcomings which are actually a result of their own depieting self-confidence and work efficiency. iii) Lack of Confidence on the Abilities of Subordinates: {f the officers ng belief that they are more competent than their are under the wro te 5 subordinates, then such officers would avoid talking to their subordinates thinking that it would be a wasteful exercise which in turn results in the lack of communication between them. iv) Neglecting the Juniors: Officials sometimes consider themselves much more knowledgeable than their subordinates and it prevents them from having any communication just to show their superiority or importance.‘Communicay ation g 30 i 2 + Channels of Communication: Ny eel on Following Prope! u a y) Emphasis on jors insist on following the formal means of communigas! | 2) ¢ the tigy do not allow the subordinates °° communicate via infonn ‘ rn i s a aga means of communication as (hey think it is improper and against. : ales of the organisation. © jers Posed by Subordinates: The negative approach oF attitude of, 3) § 2) Barrie! nisation adversely influences their involvement inthe t bordinates in an Org: ’ sul etwo more factors, blocking their communicag (upward and downward) with their superiors, are: ane }) Reluctance to Communicate: Subordinates generally are reluctant to Relthat information, in upward direction, which can work against thy interests, In case, if they will have to give any information they will alter) 4.3, in such a manner sO that it cannot harm them. ea ii) Lack of Motivation: It is also a major hindrance as 1 forms a communicatigy | Ca" gap between subordinates and their bosses. If they are severely reprimand!) on performing badly, and not rewarded adequately when they do well op offer unique suggestions, they will obviously be demotivated. 2 communication proce: 3) Poor Listening: People often do not listen to what someone is saying ing sustained and focussed way. They simply listen to the information that is of some interest to them and ignore that part which does not have any importance for them, Such poor listening restricts the flow of communication and prevents ‘an understanding of what is really being said. Poor listening involves: 3) i) Bgoism: The process of understanding each other is badly affected, if the communication is restricted due to presence of ego. Egotistic or self-centred people think that their views are the only ones that are significant and that) 4) the ideas of others are not. They are extremely horrible listeners. If a person wants to be understood, he must understand others. Egotism disrupts this kind of understanding, and therefore, also the communication process. ii) Emotions: Constructive emotions such as affection and friendliness aid communication while destructive emotions such as bitterness and nervousness hamper it and worsen the relationships between people. A clean heart and a quiet and calm mind are needed for someone 10 communicate effectively. iii) Selective Perception: Selective perception is a process via which an individual tends to ignore ideas which disturb him or go against his existing, viewpoints, but is receptive to those which bring him comfort and suit his beliefs. It can prove to be a significant obstacle in the way of communication. [Link]. Socio-Psychological Barriers These are of following types: 1) Personal Attitudes: Effective communication is not possible if one cannot overcome the hurdles like personal attitudes and opinions. For example someone may feel that, regardless of another person’s religion, if he is 4 2008 person he can be a friend. However, another may be of the narrow-minded view who thinks if a certain person is not of the same religion as himself, he cannot be a friend. 1Introduction to Communication Skills 3h 2) Close-Mindedness: A close-minded person is an unreceptive person who is not willing to consider new ideas. Such a person is very difficult to communicate with and such person feels that he knows everything and there is nothing which is worth knowing. 3) Status-Consciousness: At times, a junior or senior’s being too conscious of his status might interrupt the communication process in an organisation. Subordinates may fear conveying any disagreeable message to their superiors. They may be too aware of their low status and fear of being insulted. Seniors who are very conscious of their high status may be of the view that asking their juniors for suggestions would be humiliating for them. [Link]. Technological Barriers Although technology has improved communication processes by leaps and bounds, it can act as a hurdle to communication. These hurdles are briefly described as follows: 1) Use of Obsolete Technology: The use of obsolete technology, or that which is out of date, can hinder or delay a message. 2) Lack of Technological Knowledge: If either the conveyor of the message or its recipient, or both, lacks the necessary technological knowledge to operate communication devices, then there are less chances of the message being correctly sent or accepted. The employees operating the technology at both ends should be well trained to keep up with its latest developments. This relates to problems in the device through which communication is being made. For example, disturbance on a mobile phone, a malfunctioning LCD projector, etc. 4) Hurdles at the Decoding Stage: Communication may collapse at the receiving end because of the lack of attention of the recipient, his weak reading or writing abilities, his emotional biases, etc. 1.3.3. Other Barriers ‘The other barriers to communication include: 1) Improper Coding: Misuse of linguistic knowledge, or inappropriate language choice and communication results in the barrier of improper coding. Both the sender and the recipient become confused and misunderstood when language is used inappropriately. and true meaning of the communication use the sender and the recipient avoid the 2) Bypassing: The emotional content are misrepresented in this way beca emotional and attitudinal understanding gap arrier is the absence of knowledge regarding f both the sender and the recipient. m the interpretation of the 3) Frame of Reference: Another b: a specific subject from the perspective of Misrepresentation and understanding result fro message from various points of view. 4) Physical Distraction: Physical distractions are generally caused by factors such as noise, audio-video distraction in oral presentation, improper lightening, etc., resulting in the loss of hearing and inability to understand the true meaning of the message.Introduction to Communication Skills 3 7) Selection of Effective Communication Channel: The channel of sending and receiving a communication message should be quite effective. An effective channel of communication can be defined as a medium through which the message is delivered to the right person, at the right time and in the manner as intended by the sender of the message. 8) Development of Proper Interpersonal Relations: Interpersonal relationship among the employees at different levels of the organisation is essential for the smooth functioning of the organisation, There should be mutual trust and loyalty among superiors and subordinates. The officials should ensure that communication remains a mutual process and not a one way activity 9) Communication through Actions and Deeds: When information passed on from the top level of the management is not immediately enforced it gets distorted and losses its significance. So, the logic behind this is that words must be followed by actions, as actions speak louder than words. 10) Use of the Grapevine as a Strategic Tool: Every organisation has a grapevine, i.e., an informal channel of communication. Superiors should use this informal channel of communication to develop better understanding with their subordinates to handle the situations, when the formal communication channel is not sufficient for smooth flow of information. 11) Feedback: Effective feedback is quite significant in improving the communication process. The timing of feedback is quite important and it makes the communicated message quite effective. Various types of feedbacks are performance reports, questions clarification, suggestions, etc. 1.4. _ TYPES/CHANNELS OF COMMUNICATION The management of organisational communication process constitutes different elements. Several kinds of messages which are quite difficult to draft or construct are a part of organisational communication. ‘Types of Communication ee On the Basis of On the Basis of On the Basis of Way Organisational Structure Direction of Expression ——— A Informal Communication/ Formal Communication Grapevine Vertical { Horizontal _ || Diagonal au Downward Communication le ‘Upward Communication aaa a Oral Written Gesture Communication Communication ‘Communication Figure 1.2: Types of CommunicationCommuneauon axa; Introduction t a4 context of association in the However, communication ¢an be ca i meso Hence, the pattern of ae However sender oF FeCei¥eT OF A owing three sie «(figure 1.2) ne communication can be classified into ’ eee 1.4.1. On the Basis of Organisation ee orgtisin | ciel Numerous types of messages °° entish for CoDTI ST can Be bares para On the basis of organisational “qructure the communi sed ‘wor into following types: slow 1) Formal communication, and 4) Free 2) Informal communication: on ication Ce [Link], Formal Communi saat Communication is ‘carried-out through formal channels that are the well-known ‘tions i i prmal hy. In order to put organisational 5) Inve official positions in the organisational hierarchy. 2 ae Ee Conemienion in sgn Masure the uninterrupted, OTe in-time ee flow of information as. and when required, the communication path is su intentionally created. It can either be in written (memo, report, pate or in oral, this (speech, meeting) forms. Many organisations maintain written records of formal ‘i i tes of meetin [Link] oral communication in the form Sr eopies of speeches, min’ 28. uae ‘According to Hunt, “Formal communication 1S that communication which as gra ‘and established by the organisation hierarchy”. functir comm follows the chain of comm: ‘According to C.B. Mamoria, seformal communications are those that are ‘cation system which is The official and that are a part of recognised communi involved in the operation of the organisation”. empl ‘Types of Formal Communication Network an Single or multiple channels can be considered as the basis for developing, ord formal communication network or channel. These different types of formal peor communication channels are as below (figure 1.3): | Whe autc dev "2 cor use 1 \ of Single Chain Wheel circalaey Free flow Inverted V oT Figure 1.3; Types of Formal Communication Network y a 1) Single Chain: This kind of formal communication channel prevails between @ Cr subordinate and his senior official. Since there may be a number of levels in at organisation, each individual within those levels is both superior as well aS subordinate, except the person at the top or bottom. The flow of communication in an organisational hierarchy through a single chain can be systematic and easy to manage; however, it is extremely unproductive and time taking activity. 2) Wheel: Under the wheel channel of communication, all subordinates working under the supervision and directions of one superior communicate through only their senior as he is the ‘hub’ or effective centre of the wheel.on Skills 35 Introduction to Comm as none of the subordinates: ch other. The major ation. In this channel, there is no horizontal communication are permitted to communicate or be in contact with eaK disadvantage of this channel of communication is lack of coordi jar manner. In a 3) Circular: Circular type of communication moves in a circul: ‘ate with circular channel, every individual can be in contact and communic two persons adjacent to him, The communication flow in this channel is very slow and laggard. 4) Free Flow: In free flow channel, each and every person is allowed to communicate and be in touch with any person in the organisation. As a matter of fact, it is a very adjustable and informal system. Basically it is an unstructured channel of communication. 5) Inyerted V: Under this channel of communication, a person is permitted to communicate with his immediate senior and his senior’s senior. In the subsequent condition, the subject matter of communication is specified. In this channel the flow of communication is quick and effective. [Link], Informal Communication The communication that is beyond the realm of formal communication is known as grapevine or informal communication. Informal communication does not function in the lines of authority like formal communication. It is all about communal relationships among the members of the organisation, The general manager of a company can be in touch with the workers or employees working at the bottom of the hierarchy and can communicate the relevant information directly to them without the assistance of any middle level official. Informal communication can be understood as the genuine need of pedple to communicate with others when they meet each other frequently. When people working in an organisation meet and communicate directly, it automatically leads to formation of a small group. The communication system developed by such a group is termed as ‘informal communication’. Informal communication is mostly oral but it can be in the written form also. Considerable use of internet and e-mail facilities across the globe have increased the popularity of informal written communication. Types of Informal Communication Network There are different kinds of informal communication or grapevine, which are enlisted below: 1) Single Strand Chain: In this type of informal communication, a chain is formed. For example, Mr. A tells something to Mr. B and he tells it to Mr. C and so forth which goes down the line across the group. Single strand chain type of communication is rarely correct and error-free. It rarely passes on the right information. CHOrOr@-® Single Strand ChainCommunica 36 person speaks publicly and jgg, sain: Under this chain, @ aks publicly and iggy | 2) Gossip Chain: ne information he or she has ee see iy gop a) 5 everyone aoa oa wants to convey plies ee is used when a cone re work but is otherwise interesting '° . [5 [o. D Gossip Chain n, ‘A’ tells something to a few selegyy information selectively. Cluster Chain 3) Cluster Chain: In this type of chait individuals and others also relay the i © 5 ©) 4) Probability Chain: Under this type of informal communication, people who are transferring the information are neither interested nor they are concerned about the people to whom they ® are communicating —_the @ information. They just pass on the information in a haphazard manner. And those people also in turn tell everyone in a random order. Probability chain is established when the data transmitted is quite interesting but rather unimportant. cena nm Fool Probability Chain [Link]. Formal Vs. Informal Communication Basis For Comparison | Formal Communication _| Informal Communication 1) Meaning Formal communication is defined as the verbal communication in which the message is transmitted through predefined channels, Informal communication is the verbal communication where no predefined channel is available for transmitting messages. 2) Another Name It is also known as official communication, Itis also known as grapevine communication.Introduction to Communication Skills 37 3) Reliability Messages through formal|Messages through informal communication are _ more | communication are not much. reliable, reliable. 4) Speed The process of formal|The process of _ informal communication is slow. communication is fast. 5) Evidence This communication is|There is no documentary mostly in written form. Thus, | evidence in this documentary evidence _is|communication as available. ‘communication is generally oral. 6) Time Consuming [It is more time consuming. _ | It does not consume time. 7) Advantage The — communication _ is| This communication enables effective because of |employees to discuss their systematic and timely flow of | problem as well as saves cost. information. and time of organisation. 8) Disadvantage [The long chain of Generally rumours are’ communication increases the| spread through informal possibility of distortion. communication. 9) Secrecy |This type communication|Maintaining secrecy is maintains full secrecy. difficult in this type of communication. 10) Flow of|The flow of information is|The flow of information can Information through predefined channels. _| move freely. 1.4.2. On the Basis of Direction The flow of communication in an organisation can be in two different ways namely; intra-scalar or inter-scalar. Inter-scalar communication can be defined as a flow of communication between two people at different managerial positions. Moreover, when communication travels from subordinate to superior, i., from lower level to higher level of organisational hierarchy, it is termed as upward communication. When communication travels from superior to a subordinate, i.e., from higher level to lower level of organisational hierarchy, it is termed as downward communication. Intra-scalar communication can be termed as a flow of communication between people at the same managerial positions in an organisation. Tt is also known as lateral or horizontal communication. Communication can be classified into different types on the basis of direction. The classification can be explained as under: 1) Vertical communication, i) Upward communication ii) Downward communication. 2) Lateral or horizontal communication, and 3) Diagonal communication. [Link]. Vertical Communication mt! Flow of information either in an upward or downward manner is the result of vertical communication, Communication runs from higher level, ., top management to lower level, ie., employees working in a business enterprise or vice versa (figure 1.4).“ S - * jcate directly when a number of Introduct mt Generally, it is more difficult (© ri ler OF ti besides. the een etved. In such # case, OY vey the information to the ty SS ty involved is, neces os O sader such conditions groups peimarity ye bility th ge: tay ig) rt at, mess M they travel from one person to any Fon are as Follows: th rd communication flows along the ling level. There is r wisted ot distor completely ¢ t sof vertical comm Different type nication: UpWa n ee i , » pee anaes level workers t0 the Neh ee a wa aa [Link] just ne reverse form of do = r 1 Downward oneal Departmental Heads 2) Operative Employees Figure 1.4: Vertical ‘Communication— Upward and Dow mward Organisations from democratic and participative backdrop usually confor: to upward communication. Apart from the chain of command, th conventional mediums of upward communication are joint setting of god crereising open-door policy, suggestion systems, morale questionnaire: complaint systems, the grapevine, the ombudsman, appeal and grievat methods, group meetings, exit interviews, counselling sessions, etc. ‘There are two forms of upward communication, which are as follows: i) Feedback of Information: In this type of upward ‘communicatioe subordinates transfer a message to the top management as a reply toll original communication by management. ii) Voluntary Communication: Voluntary communication flows froe subordinates to management with a view to convey their opinic® feedbacks, complaints, disapproval, suggestions, etc. Advantages of Upward Communication Advantages of upward communication are as follows: i) Subordinates get the necessary inputs such as opinions. suggestions from their seniors about job related matters of the organisation unde 2 upward communication system. ii) Cordial and affable relations are established due" wy communication system. This system helps in initi " working conditions in an organisation.Introduction to Communication Skills 39 iii) Under this system, the superiors or the top management can distinctly comprehend and follow the actions which are necessary to be done and avoid those matters which are not beneficial for the organisation. This is possible because the subordinates can convey their responses to the superiors in this iv) Upward communication system allows lower level staff to express their attitude or opinion to upper level staff. As a result sub-ordinates are influenced to work more towards fulfilment to target. Disadvantages of Upward Communication There are few disadvantages of upward communication, which are listed below: i) Due to several reasons, the lower level staff is often hesitant to participate in upward communication. ii) The entire communication system can get distorted because sometimes the subordinates are not ready to convey the information to the management. iii) Subordinates tend to alter the correct information in this communication system. So, the top management is unable to make sound decisions. iv) Prolonged and very slow flow of information to the top executives is one of the most significant drawbacks of this system. Downward Communication: It flows from top level management to lower level staff. This type of communication flows from the CEO to the employees (figure 1.5). Downward Communication ae Written ‘Oral Communication Communication Instructions Instructions Speeches ‘Memoranda, letters Meetings Hand books, pamphlets Telephone Policy statements Loudspeakers Procedures Electronic new display Figure 1.5: Downward Communication Downward communication moves the opposite way, i.e., it is the reverse of upward communication. It flows from superior officials to subordinate level staff. It moves from divisional head to individual unit heads and from head office to different branches of the organisation. Downward communication can be explained with the help of various examples such as work related s goals and objectives, letters from General Manager/CEO’s etc. orders, busines: rs ir desk, business preferences, newsletters, motivational lettes Advantages of Downward Communication / Downward communication is advantageous to the organisation in following ways: i) This system encourages lower level personnel and employees to enhance their productivity and performance.wo Communications, iy, ii) The lower level staff gets acquainted with various business. poy, plans, method of work, processes and programmes and other eg information for conducting business activities. This system also hey. staff in performing their routine activities. the iii) It acts as an effective technique to control various activities of employ and to provide immediate feedback. i iv) The management's expectations are clearly conveyed and informed 1, the bottom level staff through downward communication. Disadvantages of Downward Communication There are few disadvantages of downward communication which are as follows, i) The essential information or message is not conveyed on time. ii) A sense of opposition or unwillingness is involved in this system :) The message is generally twisted and distorted. iv) There is always a risk of losing significant information during conveyance, v) The message is either to be loaded or unburdened. [Link], Horizontal Communication or Lateral Communication Communication between the various sections or departments of units at the same level or between employees in the same departments without any kind of superior-subordinate relation is known as ‘horizontal communication’. It is also termed as ‘lateral communication’ (figure 1.6). Managing Director Divisional Manager (Steel) Divisional Manager (Cement) Deptt Head Deptt. Head Deptt. Head Deptt. Head Deptt. Head_—_Deptt. Head (Production) (Finance) (Marketing) (Production) (Finance) -_—_ (Marketing) >< > Figure 1.6: Horizontal or Late i The fundamental objective of horizontal communication is maintaining proper coordination between different-but-related activities of different departments of an organisation. Oral or written are the two channels through which horizontal <— ‘Communication Denotes Horizontal Communication] communication can be transmitted. Advantages of Horizontal Communication Horizontal communication provides following advantages to the organisation: 1) Improves Understanding: Horizontal communication helps in refining and yyees of an organisation. Various boosting understanding among the emplo} g : employees from different departments can execute their work effectively through horizontal communication system. Coordination and bonding between employees 2) Enhances Coordination: ; from various departments becomes more poe nen lirect communication is acknowledged and vertical channels are elim!ntroduction to Communication Skins ses Productivity: 3) ‘Increases roductivity: Mo, : various issues and misunderstangy ny, COM™Unication organisation. Amicable relations 8° among differen: eves 804 lessens employees: 'S also help in increasing departments rae i ci Productivity le 4) Raises Confidence: Mutya, ty levels of environment increases the leve] 5) Teamwork: Teamwork is quite i Signific coals. Horizontal communiqn®, iehificant for certai e gs k nmunication js indis, tain explicit organisational teamwork. Pensible for effective and successful Understandin, Of confidence op and, harmonious working of the employees. Disadvantages of Horizontal Commi Horizontal communication provides follows following dis, 1) Lack of Control: Horiz, ng disadvantages to the organisation: ener oneal! Sommmunicalicn can create difficulties for the icati . a large scale. i: communication can be very inconvenient and difficult eal aims 2) Conflict: Even though horiz ‘ont: i ocnanicusaee Re fal ‘Communication has outperformed vertical : permitting direct and open communication between employees, it may create situations that lead to inter-personal disputes. 3) um Consuming: There may be delay in implementation of decisions taken yy top management because of communication accompanied with vertical directives. 4) Lack of Discipline: The decorum of the organisation is adversely influenced as there are no dictatorial rules and regulations expected to be followed in this type of communication. nication [Link]. Diagonal Communication or Crosswise Communication Diagonal communication involves the horizontal flow of information amongst employees present at different levels having no direct reporting relation (figure 1.7). In order to accomplish organisational objectives, the management commonly uses such type of communication for improving coordination of activities amongst employees and for improving the speed of information transfer. The management should take into consideration the fact that a notable amount of communication does not follows the hierarchy within an organisation but simply advances past the formal channel of communication. Diagonal/Crosswise Communication mmmunication usec General otces ee Project organisation meeting Communication Figure 1.7: Diagonal/CrosswiseCommun S ition si 2 ‘ nication cation are explained below: communication is relatively easy assigned channel of communication, 1 jr¢ a Advantages of Diagonal Comm ‘Advantages of diagonal communi 1) Direct Method: Diagonal uncomplicated as compared to the direct medium of communication. 2) Preferred Method: Diagonal communi communication by several organisations. 3) Speedy Communication: This type of com n of information from top to bottom and vice versa. dination: Various departments of an organisation are wel agonal communication. Every departmeny inked with each other, hence diagona) janisational departments which | activities. cation is preferred as the method gp munication enables quic, 4) Better coordinated and synchronised due to di of an organisation is attached and lit communication increases coordination among org: in tum results in smooth functioning of the organisational 5) Enhanced Efficiency: In diagonal communication, employees get prompt reply to their doubts and questions from their superiors which in turn improves their efficiency levels. This is not possible in other types of communication as it may take one or two weeks to get feedback of their queries. Disadvantages of Diagonal Communication Diagonal communication has following disadvantage: 1) Bypassing Vertical Chain of Command: One of the most significant problems of diagonal communication is that it ignores the sequence of reporting relationship. Such ignorance can lead to a lot of misunderstanding among the neglected superiors. 2) Excludes Superiors: A dialogue between employees from different divisions or departments can keep the seniors out of the communication loop, which is considered as an infringement and compromise for the senior’s position. Harms Superior’s Cooperation and Accountability: As a result of this communication, the seniors who have been excluded may not assist in the work decided by other seniors and their subordinates, even if the work is in their unit. Hence, this channel of communication may hamper the range of reputation of the senior: 4)” Psychological Resistance: The implementation of decisions taken under the diagonal communication can be psychologically opposed by those superiors who have been excluded from the discussions. As a senior was not a part of the whole decision-making process, it will be his psychological response to contradict such decisions. 1.4.3. On the Basis of Way of Expression Communication can be classified into three classes, on the basis of expression. The classification is as follows: fei «yt 1) Oral Communication: Oral communication 1s 0 _commor styles of spoken communication. This type of spoken con nate 4 carried-out through words, non-verbal messages and ie ee e “li ii i vincin; i - ability and knowledge essential to communicate com gly a 4 ne of the most commonproduction to Communication Ses 2) Written Gommunication; Gniversal form of business wtitten : uisiness weit’ communication " lon is viewed as the 6 the most messages and informati ommuni 2 ton thr ion, It. e Imoiies the development mat cee" Slection of concer meets Pa Pr correct words. Pr imarily, it form. Written communi oe Written communication is ettecrag ea an concep's i symbols whieh can be in hand writen, ete SiGe Fee ea 3) Gesture Communication: 5, OF printed form. " ¢ ‘gest * Expressi = known as ‘gesture communication eon’ Sth Rory important > tuintain thn ose Mdhilee by using body parts is example, a senior of good and ‘armonious. inter-personal’ right occasions is tage on his face while scolding ous Mature will bel alterna Jndicate a sense of affinity forks nt, some maj Piaceecaen that the superior was eecieehi subordinate, This will ore ae tats : scolding him with a 0 the junior feel to work harder and effi a view to extempori jae icieatly. Facial gostaies ah Sree tones oteaiely : professionals for marae an resins are fesivey ork relations. 1.4.4. Internal i Communication vs, External Communicator [[Link] Internal Communication . 1) [Interactions between coworkers or within an organisati 5 Ban os Serna - __| organisations outside the company. 8, brainstorming, | Focuses on communicating with the and exchanging information withi she compat! e ation within | public or other external stakeholders. 3) [Aims to promote staff member’s| Aims to foster connections, | External Communication | Interaction with _ people or| cooperation, coordination, and| perspectives, and communicate the alignment. corporate image or brand. 4) | Internal newsletters, intranets, team|Press_ releases, media interviews, meetings, and emails are a few|social media updates, and customer examples. communications are a few examples. 3) [Usually informal might use jargon Usually more formal and or specific internal terminology. necessitates 2 communication style that is both clear and constant. yay oh COMMUNICATION ae laced the which our shared icati ctive emphasises Upon the manner in whicl Sper oped ‘with the help of certain language, symbols, oe se Transmitted through media, society, and institutions. in which messages convey information and affect the behaviour of persons, @ communication perspective ais gunna the manner in which messages form, sustain, and alter cultures and societies. es are researched by terns of messag jividuals understand thei Alongwith assessing the way medium, and pat The form, content, h the way indi communication scholars, alongwit meanings and act upon it.44 Overall, a communication pers} aluates the production of messages, eral, a pers circulation among different indivi by them. At the same ime, vital conseq! Communication = pective ev: 7 ;duals and how the me tuences of the messag ssages are being interpre, yes are also analysed," a ption 5 nts of Perce 1.5.2. Compone’ ie, eyes, nose, skin, tongue, and ear. Human body has five sensory organs, Various actions, communication (verbal with people or objects stimulate these se attention and identifies these stimuli, messages are then converted into action and then 1 or written), taste, smell, physical contag, nsory organs. When a human being pay, the process of perception begins, ‘The behaviour. Following are the components of perception: Stimuli Attention Recognition Teansiaten 1) Overt Environment Sensory and Mediators and = i) Physical Lp} Neursl = >) Physical Decisions ii) Socio-cultural Mechanisms Organisms iii) Work relation 2). Covert or Internal Environment i) Sensor ii) Self Satisfaction Performance Behaviour Expectation and ‘Action Overt Performance |__| Satisfaction Reaction |¢ J _ Physical Action Evaluation Retrospection Covert Mental State Figure 1.8: Components of Perception 1) Stimuli: Stimulus means receiving information whose outcome is 2) 3) sensation. The senses and their stimulation influence an individual's behaviour and knowledge. Apart from the physical senses like seeing, touching, hearing, tasting, and smelling; individuals possess gut feeling and intuitions known as sixth sense. A wide range of stimuli, such as feelings, information, action, consideration, etc., affect these senses. Attention: Individuals do not pay attention to all the stimuli. Only few are attended by them and rest are ignored based on individual’s acceptance ability and stimuli’s intensity. The recipient of the message during the attention process gets indulged in analysing the stimuli and both his neural and sensory mechanisms are affected. The attention process is an important part in an organisation as it teaches them to behave or react in a specific manner. - Recognition: Whether the stimuli should be realised or not is determined in the recognition stage. Perception consists of two stages — receiving stimuli, and conyerting it into action. However, prior to getting converted into action or behaviour, the stimuli have to be recognised well by the individual as per his mental acceptance level.pe qransiation: Perception 16, ins j a sla a5 Here, peer = also be calle ae Mental act evaluates the stimuli before tac mit ation, tn th ing iti 3 Kes pla Into beha as £0 change in’ aa of th tivity before translation. is stage, the individual Viour or action pehaviour: Behaviour ta sponse of an individual individual Feveal histher pence sponse is overt and cover, riot + overtaat | White pe idual’s physical ae’ Perce vm the indivi Physical activig through his/her mental evaluations, gaye n be witnessed performance: Higher levels of "nd thought process, 6 of correct behaviour. Other employees canes can be obtained with the help ai stimuli or soury high performers or effective individuals as a st Source of i 1 performance-teward relationship iam e To motivate the employees, mn: The gap bet ° 7) Satisfactio t ao poe Performance and €xpectation signifies the degree of satisfaction. Tf performance matches ©xPectation, it leads to satisfaction. ‘whereas if performance exceeds XPectation, individuals feel delighted. ith a unique perspective each time they : x eA as perception which helps people to communicate with each other. be re! i i f factors and due to tive of people can be influenced by a number of : te ree oe of communication also gets affected. These factors include on ee Me aveases previous experiences, emotions, feelings, prejudice: Te rial environment. These are discussed below: our ext Factors Affecting Our Perspectives in ‘Communication Nab Ultra Visual Perception Language Past Experiences 4 Prejudices i Environment | Feelings : id ‘se, interpret an 4 ‘ion ‘tity to organise, il a 153.1. Visual pce include the abi sual ee Pi Me skills of ised formation pnifiance of visual PTR i 1 lo . the si ills, provide a meaning ognised # 0 have rec i eins, In MIC = ce of these sk Teading is impossible. provided