UNIT-1: Means of Communication

Meaning and definition

The Communication is a two-way process wherein the message in the form of ideas, thoughts,
feelings, opinions is transmitted between two or more persons with the intent of creating
a shared understanding. The best definition of communication is – “communication is the
process of passing information and understanding from one person to another.” In simple words
it is a process of transmitting and sharing ideas, opinions, facts, values etc. from one person to
another or one organization to another.

Simply, an act of conveying intended information and understanding from one person to another
is called as communication. The term communication is derived from the Latin
word “Communis” which means to share. Effective communication is when the message
conveyed by the sender is understood by the receiver in exactly the same way as it was intended.

Definitions:

“Communication is the transfer of information from a sender to a receiver, with the information being
understood by the receiver”. — Koontz and Weihrich.

The Oxford dictionary defines communication as ‘the imparting or exchange of information by

speaking, writing, or using some other medium.

According to Newman and Summer, ‘Communication is an exchange of facts, ideas, opinions or

emotions by two or more people.’

Nature/ Features of Communication

1. Communication is an exchange of ideas. Communication is the process through which an exchange of

information takes place. It is the sharing information, ideas, concepts and messages.

2. Two or more parties are involved in it. In communication exchange of information takes place
between two or more persons. The one who initiates the exchange is the sender of the message
(speaker/ writer) and the one who receives and interprets it is the receiver of the message (listener/
reader).
 3. It is a two-way process.

Process of communication:

The communication is a dynamic process that begins with the conceptualizing of ideas by the
sender who then transmits the message through a channel to the receiver, who in turn gives the
feedback in the form of some message or signal within the given time frame. Thus, there are
seven major elements of communication process:

1. Sender: The sender or the communicator is the person who initiates the conversation and has
conceptualized the idea that he intends to convey it to others.
2. Encoding: The sender begins with the encoding process wherein he uses certain words or non-
verbal methods such as symbols, signs, body gestures, etc. to translate the information into a
message. The sender’s knowledge, skills, perception, background, competencies, etc. has a great
impact on the success of the message.
3. Message: Once the encoding is finished, the sender gets the message that he intends to convey.
The message can be written, oral, symbolic or non-verbal such as body gestures, silence, sighs,
sounds, etc. or any other signal that triggers the response of a receiver.
4. Communication Channel: The Sender chooses the medium through which he wants to convey
his message to the recipient. It must be selected carefully in order to make the message effective
and correctly interpreted by the recipient. The choice of medium depends on the interpersonal
relationships between the sender and the receiver and also on the urgency of the message being
sent. Oral, virtual, written, sound, gesture, etc. are some of the commonly used communication
mediums.
5. Receiver: The receiver is the person for whom the message is intended or targeted. He tries to
comprehend it in the best possible manner such that the communication objective is attained. The
 degree to which the receiver decodes the message depends on his knowledge of the subject
matter, experience, trust and relationship with the sender.
6. Decoding: Here, the receiver interprets the sender’s message and tries to understand it in the best
possible manner. An effective communication occurs only if the receiver understands the
message in exactly the same way as it was intended by the sender.
7. Feedback: The Feedback is the final step of the process that ensures the receiver has received
the message and interpreted it correctly as it was intended by the sender. It increases the
effectiveness of the communication as it permits the sender to know the efficacy of his message.
The response of the receiver can be verbal or non-verbal.

Example:

A student, who lives in a hostel, wants some money. She writes a letter to her father asking
him to send her money. The father sends money, along with a letter. In both cases (sending
money and sending the letter), the father is responding to the communication initiated by his
child.

Encoder: the student/ child

Message: needs money

Channel: written communication

Medium: a letter

Decoder: the father

Feedback: sends money and letter

Message conceived:- is to form or develop in the mind

Message perceived: the way the receiver senses the message either by hearing or watching.
Message decoded: The receiver has to understand the message that the sender has just sent.
This could be misunderstood easily by interpreting words differently.

Message understood: At this stage the message is understood, if not the cycle has to start
again

Functions of business communication

• Inform Employees about Job Functions

One of the key functions of communication is to inform employees about job functions.
When team members have a clear idea of what their role entails, and how it relates to the
overall objectives of the business, they have more incentive to complete their tasks.
When roles are not clearly defined, employees may be more likely to miss their targets
because they don’t know what is expected of them.

Examples of communication that is informative include job descriptions, company-wide

targets and performance reviews. An everyday conversation between a manager and a
team member about upcoming tasks is also an example of informative communication.

• Persuade Clients and Partners

In business, communication is often used to persuade prospects, clients and partners to

complete a transaction. Whether that’s booking a consultation, completing a sale or
signing a contract, persuasion is an important aspect of communication that businesses
need to master.

Persuasive communication can be verbal, such as an elevator pitch to a new prospect over
the phone, or written, such as an ad in a niche magazine for a new product. Persuasive
information usually contains an emotional element, which helps the audience to relate to
the business. In addition, persuasive communication needs to show the credibility of the
company, and how it can help solve the problems the audience is facing. When it comes
to liaising with the media, a company’s public-relations professionals use persuasive
communication to present specific angles about the organization. This kind of
communication can be used to create a certain image for the company or deal with poor
publicity.

• Motivate Employees to Make Better Decisions

Communication is often used strategically in organizations to help employees make

better decisions about their day-to-day tasks and their long-term goals as they relate to the
business. For example, communication regarding performance incentives can motivate
employees to work more efficiently to hit their targets on time.

Motivational communication can also take the form of an employee handbook that
specifies what kind of behavior is encouraged in the workplace and what kind of actions
should be avoided. While communication can be used to control employees within the
 workplace, it’s a good idea to enable employees to make their own decisions that not only
benefit them, but also benefit the company.

• Socialize to Create Bonds

The way an organization communicates is ingrained in the company’s culture. Some

companies value open and honest discussions between all levels of the organization,
while others prefer communication coming down the chain of command. In either case,
communication plays a critical role in helping employees to build bonds.

Socializing with colleagues, managers, clients and partners presents opportunities for
people to find common ground and see each other past their job descriptions. When
people are able to build relationships with those they work with, they are likely to
perform more effectively on the job because they feel a sense of camaraderie and team
spirit. Social communication can be verbal, such as a conversation in the lunch room
about what took place over the weekend. It can also be written, such as thank-you notes
or invitations for events.

Objectives of Business Communication

1. To exchange information: The main objective of business communication is to exchange

information with internal and external parties. Internal communication occurs within the
organization through orders, instructions, suggestions, opinions etc.
2. To develop plans: Plan is the blueprint of future courses of actions. The plan must be formulated
for attaining organizational goals. In order to develop a plan, management requires information.
In this regard, the objective of communication is to supply required information to the concerned
managers.
3. To implement the plan: Once a plan is prepared, it is to be implemented. Implementation of a
plan requires timely communication with the concerned parties. Thus, communication aims at
transmitting a plan throughout the organization for its successful implementation.
4. To facilitate policy formulation: Policies are guidelines for performing organizational
activities. Policies are also termed as standing decisions to recurring problems. Every
organization needs to develop a set of policies to guide its operation. Preparing policies also
require information from various sources. Therefore, the objective of communication is to collect
necessary information for policy formulation.
5. To achieve organizational goal: Collective efforts of both managers and workers are essential
for achieving organizational goals. Communication coordinates and synchronizes the efforts of
employees at various levels to achieve the stated goals of the organization.
6. To organize resources: Various kinds of resources are available in an organization such as
human resources, material resources, financial resources and so on. In organizing these resources
in an effective and efficient way is a key challenge to the managers. Communication is the
vehicle to overcome this challenge.
7. To coordinate: Coordination is a basic management function. It involves linking the various
functional departments of large organizations. Without proper and timely coordination, an
achievement of organizational goals is impossible. Therefore, the objective of communication is
to coordinate the functions of various departments for the easy attainment of organizational
goals.
8. To direct the subordinates: The job of a manager is to get the things done by others. In order to
get the things done, management needs to lead, direct and control the employees. The
performance of these managerial functions depends on effective communication with
subordinates.
9. To motivate employees: A pre-requisite of employee motivation is the satisfaction of their
financial and non-financial needs. Financial needs are fulfilled thorough monetary returns.
However, in order to satisfy non-financial needs, management must communicate with
employees on a regular basis both formally and informally.
10. To create consciousness: Employees of an organization must be conscious regarding their duties
and responsibilities. Communication supplies necessary information and makes them conscious
about their duties and responsibilities.
11. To increase efficiency: In order to increase employee efficiency, they should be provided with
necessary information and guidelines. Communication supplies such information and guidelines
for them.
12. To bring dynamism: Organizations should be dynamic to cope with the internal and external
changes. Bringing dynamism requires finding new and better ways of doing things. For this
purpose, communication helps to seek new ideas and suggestions from the internal and external
parties.

Importance of business communication

The flow of information in a firm determines the profit at the end of the financial year. Hence,
companies, whether small or big, must have the right channels of communication. Here are some
reasons why business communication is vital for a business to survive in the local or
international market.

▪ Management efficiency: For a business to be successful, there has to management of

operations. Therefore, when there are appropriate communication channels information flows
correctly. This is from the top, middle and lower management; it increases efficiency and
production of goods and services. An example is a warehouse, whereby order comes in at
different times. If an order has been placed, and the buyer changes his mind the firm has to notify
the employees. The information about this should be sent immediately to the processing team to
stop production. This saves time and maximizes on resources.
▪ Resource utilization: maximization of profits and minimization of cost is the main aim of a
business. Therefore when the available resources are utilized accordingly then, the firm is bound
to make profits. However, this can only be achieved if the information is given to the right
personnel at the right time. Through communicating the management can know the number of
staff needed to work on a product. The top management ensures the employees are not over-
staffed or under-staffed. For example, if information about employees being overstaffed at a
particular section is relayed to the senior management on time, changes shall be made
 immediately. This guarantees maximum utilization of the human resource, reducing time
wastage.
▪ Giving information: It’s the main aim of any communication that happens between the top,
middle, and lower management. Once the message is channeled to the relevant authorities in the
firm it is then distributed to the staff. This ensures that every personnel is on the same page
regarding the mission and goals of the company. This, in turn, unites them and makes them
function as one and later improves the quality of goods and services.
▪ Persuasion: For the company to improve its sales advertisements are needed to promote the
product. The language used by the firm to lure a buyer must be polite and enticing. Hence
communication is required to educate the consumer about the product and its benefits. In return,
the consumer can relate to the product and buy it, which increase sales and profits.
▪ Warning and appreciation: Human beings like to be appreciated for the work done. Hence,
employers need to appreciate their employees since this motivates them. Nonetheless, if an
employee is indiscipline, a warning should be issued. This can be done through a written
document or orally.

Essentials of good communication

(1) Clarity of Information:

Commenting on the ‘communication realism’ Terry says that first essential of effective
communication is to ‘inform yourself fully’. It implies that first of all the communicator must be
clear in his mind with the information he wants to communicate. Communication should always
be in common and easily understandable language so that it may not be misunderstood by the
persons receiving it.

(2) Adequacy of Message:

The message to be communicated should be adequate and complete in all respects since
incomplete information turns out to be dangerous from the viewpoint of business. The adequacy
of information being transmitted depends upon the intellectual capabilities of parties concerned.

(3) Consistency of Message:

The message to be communicated should not be mutually conflicting rather it should be in line
with the overall objectives, policies, programmes and procedures of the organization. Self-
contradictory messages always create chaos and confusion in the organization which is highly
detrimental to the efficient running of the enterprise. If the message is amended from the
previous one, the fact should be clearly stated so that the chances of confusion can be reduced.
(4) Feedback:

Feedback is an important method of ensuring effective communication. It refers to the

confirmation of the idea communicated whether the message has been understood by the receiver
in the same sense in which the sender makes or whether the recipient is agreed or disagreed to
the proposal of the communicator, makes it essential on the part of the sender to confirm it from
the receiver.

In case of face to face communication, it is easier to get feedback information observing the
emotions and expressions on the face of the receiver. But, for written communication, the
management should devise or evolve suitable means and ways for making communication more
effective.

In general, we can quantify the following importance of feedback in communication, either in a

formal or informal setting.

1. It completes the whole process of communication and makes it continuous.

2. It sustains communication process.

3. It makes one know if one is really communicating or making sense.

4. It is a basis for measuring the effectiveness of communication .

5. It is a good basis for planning on what next to be done especially statistical report 6.
Communication will be useless without feedback.

(5) Understanding the Receiver:

Understanding is the main aim of communication. The communication must create proper
understanding in the mind of the receiver. Killian advised, “communicate with an awareness of
the total physical and human setting in which the information will be received.

Picture the place of work; determine the receptivity and understanding levels of the receivers; be
aware of social climate and customs, question the information’s timeliness. Ask what, when and
in which manner you would like to be communicated with if you were in a similar environment
and position.”
(6) Consultation:

It is generally desirable to consult others in planning communication. This will provide

additional insight and objectivity to the message. An important advantage of consultation will be
that those who have been taken into confidence while planning communication will lend active
support.

(7) Determine Medium:

After having decided the subject matter it should be determined as to how best this message is to
be communicated. All aspects of oral or written communication must be carefully examined.

(8) Tone and Content:

The communicator must be careful about the language he uses while speaking or writing. His
tone, expression and emotion will have a definite impact on the effectiveness or otherwise of
what he is trying to communicate.

(9) Timing and Timeliness:

Proper attention should be given to the timing and timeliness of the communication. The same
message will be received or responded differently by different individuals and groups at one time
and differently by the same individuals and groups at different times.

Even in an emergency one dare not overlook the situational, psychological and technical aspect
of timing. Moreover, it is also necessary that information should be given in time as out-of-date
information is as bad as or worse than none at all.

(10) Support with Action:

It is highly necessary that the actions of the communicator should support his communication.
This is because action speaks louder than words. The most persuasive communication, it should
be noted, is not what one says but what one does.
 (11) Listening:

A very important aspect of effective communication is that executives and supervisors should be
good listeners. It is dangerous to be inattentive or indifferent when others are attempting to
communicate. The ten commandments of American Management Association state: “Listening is
one of the most important, most difficult and most neglected Skills M communications.

It demands that we concentrate not only on the explicit meanings another person is expressing,
but on the implicit meanings, unspoken words, and undertones that may be far more significant.
Thus, we must learn to listen with the inner ear if we are to know the inner man. ”

(12) Environment of Trust and Confidence:

F.E. Fischer has pointed out that ‘communication grows best in a climate of trust and
confidence’. Every effort should, therefore, be made to win confidence by reporting facts
honestly. Employees need to be convinced and feel that the company is truthful and sincere in its
contacts

Barriers of communication

There are many reasons why interpersonal communications may fail. In many communications,
the message may not be received exactly the way the sender intended and hence it is important
that the communicator seeks feedback to check that their message is clearly understood. The
skills of Active Listening, Clarification and Reflection, which we will discuss shortly, may help
but the skilled communicator also needs to be aware of the barriers to effective communication.
There exist many barriers to communication and these may occur at any stage in the
communication process. Barriers may lead to your message becoming distorted and you
therefore risk wasting both time and/or money by causing confusion and misunderstanding.

Some common barriers to effective communication include:

▪ The use of jargon. Over-complicated or unfamiliar terms.

▪ Emotional barriers and taboos.
▪ Lack of attention, interest, distractions, or irrelevance to the receiver.
▪ Differences in perception and viewpoint.
▪ Physical disabilities such as hearing problems or speech difficulties.
▪ Physical barriers to non-verbal communication.
▪ Language differences and the difficulty in understanding unfamiliar accents.
▪ Expectations and prejudices which may lead to false assumptions or stereotyping. People often
hear what they expect to hear rather than what is actually said and jump to incorrect
conclusions.
▪ Cultural differences. The norms of social interaction vary greatly in different cultures, as do the
way in which emotions are expressed. For example, the concept of personal space varies
between cultures and between different social settings.

Barriers to Communication by Category

9 Ways to Overcome Barriers to Effective Communication and Achieve Success

Communication runs the world and problems with communication can have a significant
impact on your life. Overcoming communication barriers is highly important for success.

Effective communication is a crucial skill that enables us to connect with others and convey our
ideas and information as intended. Certain barriers to communication impede our ability to
communicate effectively with others. Whether it’s a linguistic barrier, hierarchical issues, or
cultural differences, these communication barriers may prevent you from achieving your goals.
Improve your success rate in your endeavours by overcoming communication barriers with little
effort and understanding. Explore and understand what communication barriers are and seek
practical ways to overcome them. You can improve your personal or professional life with the
right strategies to break the barriers to effective communication and attain success.

The 9 Types of Communication Barriers

Communication barriers hinder the effectiveness of your communications during personal and
professional interactions. You should know about the major types of communication barriers to
determine effective ways to overcome them. Some of the most common types of communication
barriers are as mentioned below:

1. Physical barriers: Physical barriers include screens, walls, doors or such objects at
workstations that hinder other people from having easy communication with you.

2. Linguistic barriers: When unfamiliarity with a certain language, technical terms or specific
jargon makes it hard to communicate with others.
3. Professional/hierarchical barriers: When professional positions and hierarchies toughen
honest and smooth information between people.

4. Technological barriers: When you find it hard to communicate with others due to the
inability to access the necessary software, hardware or other digital tools.

5. Perceptual barriers: When your or others’ perceptions or assumptions about certain people
or situations hamper the way of communication.
6. Attitude barriers: When attitudes of other people or yourself, especially egoistic attitudes act
as a barrier to having smooth and honest communication.

7. Emotional barriers: When emotions like fear, suspicion, indecisiveness or mistrust make it
difficult to communicate with honesty and clarity.

8. Cultural barriers: Often a group or community has its own distinct behavioral patterns,
making it difficult to understand their behavior and communicate with them.

9. Technological barriers: When you find it hard to communicate with others due to the
inability to access the necessary software, hardware or other digital tools.

Effective Strategies for Overcoming Communication Barriers Along with following the basic
communication skills-related tips and techniques, it is also essential to deal with these above-
mentioned communication barriers to ensure smooth and effective communication. Let us share
insights on a few ways and strategies you can employ in your workplace to conquer these
challenges and communicate more effectively.

Overcoming the barriers to effective communication.

1. Active Listening

Communication is not just about conveying but listening too. A good speaker has to be a good
listener first. Listen attentively and carefully. Practice active listening to understand the
message as intended by the speaker. You may ask questions from the speaker to ensure that
his/her message is understood comprehensively.

2. Use Simple Language

Use simple and clear words while avoiding jargon and ambiguous words while communicating
with someone. Use concrete and specific language to avoid ambiguity and vagueness.

3. Reduce Difference in Perception Different listeners may comprehend different aspects of a

message according to their interests or familiarity. As a listener, active listening can help you in
addressing that communication barrier. As a speaker, try to convey your message in simple
words and easy-to-comprehend language.

4. Attain a Stable Emotional State

You should not show your emotions while communicating as the listeners may misinterpret your
message. Be confident and make effective use of body language to leave a long-lasting
impression on your listeners.

5. Optimized Organizational Structure

The hierarchical structure of an organization should not be simple. A simple and well-defined
organizational structure encourages more effective communication. The number of hierarchical
levels should be optimum for the best control within the organization.

6. Avoid Information Overload

Today almost every professional is facing the issue of information overload. Information
overload raises ambiguity, making daily decisions and workplace communication challenging.
Determine what’s relevant and focus only on what's useful and worth it for you.

7. Give Constructive Feedback

Feedback is one thing that guides us towards bettering ourselves. It guides us towards bettering
ourselves otherwise; we would not know what areas we need to improve. Giving proper and
constructive feedback in an encouraging way is key to effective communication skills.

8. Express Your Gratitude

Avoid egoistic and self-centered approaches while communicating with others. Show consistent
expressions of appreciation and gratitude towards them. This communication approach
strengthens the team as it generates trust among individuals.

9. Choose the Right Communication Mode

 Choosing the right mode of communication according to the situation makes your
communication more effective. Identify an apt method of communication according to the
situation and use it to save time.

Overcoming communication barriers and maintaining effective communication would take you
to new heights of success. By implementing these strategies, you can convey your ideas,
thoughts, and feelings more efficiently and foster stronger connections among individuals and
teams.

7 C’s of Communication

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.

Bad Example

Hi John

, I wanted to write you a quick note about Daniel, who's working in your department.

He's a great asset, and I'd like to talk to you more about him when you have time.

Best, Skip what is this email about? Well, we're not sure.
 First,

If there are multiple Daniels in John's department, John won't know who Skip is talking about.

Next, what is Daniel doing, specifically, that's so great?

We don't know that either. It's so vague that John will definitely have to write back for more
information.

Last, what is the purpose of this email? Does Skip simply want to have an idle chat about Daniel, or is
there some more specific goal here? There's no sense of purpose to this message, so it's a bit confusing.

Good Example

Hi John, I wanted to write you a quick note about Daniel Kedar, who's working in your department.

In recent weeks, he's helped the IT department through several pressing deadlines on his own time.

We've got a tough upgrade project due to run over the next three months, and his knowledge and skills
would prove invaluable.

Could we please have his help with this work? I'd appreciate speaking with you about this.

When is it best to call you to discuss this further?

Best wishes,

Skip this second message is much clearer, because the reader has the information he needs to take
action.

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 mistake. 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 misinterpretation 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 the 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 an 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 the terms that show respect for the recipient.

Bad Example

Jeff,

I wanted to let you know that I don't appreciate how your team always monopolizes the discussion at
our weekly meetings. I have a lot of projects, and I really need time to get my team's progress discussed
as well. So far, thanks to your department, I haven't been able to do that. Can you make sure they make
time for me and my team next week?

Thanks,

Phil

Well, that's hardly courteous! Messages like this can potentially start office-wide fights. And this email
does nothing but create bad feelings, and lower productivity and morale. A little bit of courtesy, even in
difficult situations, can go a long way.

Good Example

Hi Jeff,

I wanted to write you a quick note to ask a favor. During our weekly meetings, your team does an
excellent job of highlighting their progress. But this uses some of the time available for my team to
highlight theirs. I'd really appreciate it if you could give my team a little extra time each week to fully
cover their progress reports.

Thanks so much, and please let me know if there's anything I can do for you!

Best, Phil

What a difference! This email is courteous and friendly, and it has little chance of spreading bad feelings
around the office.