Module I Communication

1. Communication
Communication is simply the act of transferring information from one place, person
or group to another.

Every communication involves (at least) one sender, a message and a recipient. This
may sound simple, but communication is actually a very complex subject.

The transmission of the message from sender to recipient can be affected by a huge
range of things. These include our emotions, the cultural situation, the medium used
to communicate, and even our location. The complexity is why good communication
skills are considered so desirable by employers around the world: accurate, effective,
and unambiguous communication is extremely hard.

2. Types and Directions to Communication

 Types of Direction in Formal Communication
Some of the most important types of direction in formal communication are: 1.
Downward 2. Upward 3. Horizontal or Lateral and 4. Diagonal or Cross-wise!

Formal communication is designed by the management. It is an official

communication which takes place through the line of authority or chain of command.

The basic purpose of designing such communication is to connect various sub-

systems of organisation and coordinating their functioning for achieving
organisational goals. Such communication is official and part of formal organisation
which operates through formal relationship of superior and subordinate.

1. Downward communication:

Communication in the first place, flows downwards. That is why, traditionally this
direction has been highlighted or emphasised. It is based on the assumption that the
people working at higher levels have the authority to communicate to the people
working at lower levels. This direction of communication strengthens the
authoritarian structure of the organisation. This is also called Down Stream
Communication.

Limitations of Downward Communication:

(i) Distortion/Dilution: Quite often the communication originating at the highest level
gets distorted or diluted on the way to the lower levels. Sometimes the messages may
get lost. It has to be ensured that the receiver fully understands the purport/
instructions/directions coming from above. This requires an efficient feedback system.
(ii) Delay: Another drawback of downward communication is that often it becomes
time-consuming. The more the levels the greater the chances of delay. That is why
sometimes managers choose to send their massages directly to the person concerned.

(iii) Filtering: Sometimes managers may withhold some valuable information from
the employees. In such a situation the employees become frustrated, confused and
powerless. This may spoil the employer-employee relationship.

2. Upward communication: The function of upward communication is to send

information, suggestions, complaints and grievances of the lower-level workers to the
managers above. It is, therefore, more participative in nature. It was not encouraged in
the past, but modern managers encourage upward communication. This is a direct
result of increasing democratisation. This is also called Up Stream Communication.

Limitations of upward communication:

(i) Psychological: Certain problems, primarily of psychological nature, may come up

in upward communication.

(ii)Hierarchical:

Many managers do not like to be ‘told’ by their juniors. They may not be patient
enough to listen to them or may even suppress the message sent to them from below.
In such a situation the employees may feel let down.

Ways to Overcome the Limitations—Ombudsperson:

In order to tide over such problems an Ombudsperson plays an important role. The
concept of Ombudsman or Ombudsperson was first used in Sweden to go into the
complaints of lower level employees against government officials or agencies.

Now a few companies in many countries have established positions for persons to
investigate employees, complaints and grievances. An Ombudsperson, therefore,
effectively mediates between the employers and the employees and smoothens
upward communication.

3. Lateral or horizontal communication:

This type of communication can be seen taking place between persons operating at
the same level or working under the same executive. Functional managers operating
at the same level, in different departments, through their communication, present a
good example of lateral communication. The main use of this dimension of
communication is to maintain coordination and review activities assigned to various
subordinates.
 Occasions for lateral communication arise during committee meetings or conferences
in which all members of the group, mostly peers or equals, interact. The best example
of lateral communication can be seen in the interaction between production and
marketing departments.

4. Diagonal or crosswise communication:

Diagonal or crosswise communication takes place when people working at the same
level interact with those working at a higher or lower-level of organisational hierarchy
and across the boundaries of their reporting relationships.

Advantages of diagonal communication:

1. Coordination: This crosswise communication serves the important purpose of

coordination through informal meetings, formal conferences, lunch hour meetings,
general notices etc.

2. Practicable: As we know not all communication takes place strictly on the lines of
organisational hierarchy, i.e., downwards or upwards.

3. Morale boosting: By providing opportunities to lower level workers to interact with

managers in informal meetings it gives their morale a boost and further commitment
to the organisation. More and more organisations are now encouraging crosswise
communication and building up bonhomie.

Limitations:

1. Fear of infringement: The superior may feel it an infringement that his subordinate
has been given undue importance and that he has been by passed.

2. Resistance to compliance: The superior may not implement the suggestion as he

has not been consulted.

3. Anarchy: The lack of accepted procedures may lead to internal anarchy and
external animosity.

3. Four approaches on communication

Communication is the process of exchanging of ideas, messages and information between
two or more than two people with the help of any means or channel. But, just knowing the
definition only is not enough, rather, the cause of defining communication in a particular way
(approach) should also be known.
Earlier, communication scholars have recognized that there exists no meta-concept of
communication. Different people understood communication in their own way. The Western
scholars had tried to impose Western theories as the meta-theories relevant everywhere in the
world irrespective of culture, religious or other differences. But these days, such approach in
not valid.
The alternative conceptions of communication found in the West can be listed as:

Communication as transmission
Communication as ritual
Communication as Publicity
Communication as reception
These are also referred as four models of communications.
Communication as transmission: This approach defines communication as the process of
transmission of message as intended by the source. Here, initiation of the communication is
considered as an important factor for the communication to take place. Those adopting this
view define communication by various terms: imparting, sending, transmitting or giving
information.
According to James W. Carey, the center of this idea of communication is the transmission of
signals or messages over distance for the purpose of control.
This model is termed as engineering model because the medium plays central role in
communication according to this approach and sender is highly emphasized in comparison to
receiver. It is in line with linear models.
Communication as Ritual: This approach defines communication as participation. The
communication is defined in the terms such as sharing, participation, association, fellowship
and the possession of common faith. The ritual model is referred as expressive model.
According to Carey, this view sees communication in terms of the representation of shared
beliefs. He says that ritual view of communication is not directed towards the extension of
message in space but the maintenance of society in time. In other words, ritual view does not
confine communication to mechanistic understanding of transmission of information from
one geographical point to the other.
Both sender and receiver has active role in the communication process as the culture is
important in the communication. It does not exclude the process of information transmission.
Rather, all engaged in communication gains something more than information.
Communication as publicity: This approach defines communication as the process of
influencing the mind of others through messages. It is called audience-capturing or display-
attention model because it looks communication from the viewpoint of catching visual or
aural attention of the users.
It acknowledges the significance of audience in the process and considers that audiences can
be manipulated. Grabbing the attention is crucial in this approach.
Communication as reception: This view has its root in critical theory and reception analysis
where the approach has shifted the importance from technical to semiotic approach. The
communication is defined from the perspective of receiver. Audience is highly emphasized
because it is audience who gives meaning to the message.
Encoding and decoding are considered as the crucial moment in communication. It is not
necessary that audience receive message or understand it as intended. Rather, messages are
polysemic and it is receiver who draws meaning that depends upon his/her cultural and
context.
Barriers of Communication
Communication is defined as the act of expressing our views to others through the use of
signs, expressions, symbols, spoken words, or any activity to reach a common understanding.
We can communicate with a person or a group of persons.

But, barriers can affect the message quality reaching the receiver. Sometimes the message
sent may not be interpreted correctly by the receiver. Here, we will also discuss the steps to
overcome the barriers of communication.
4. Barriers of communication:
Physical Barriers
The physical barriers affect both verbal and non-verbal communication. These barriers are
present around us in the environment, such as noise, technical problems, design problems,
etc.
Attitude Barriers
The attitude barriers can arise due to overconfidence, poor management, lack of motivation,
and behaviour. Attitude barriers prevent people from communicating effectively with others.
Such types of persons are less likeable. These barriers arise due to a lack of understanding
that can cause a person to misjudge and ignore another person.
Respectful, polite, and pleasant behaviour helps us move upward in the workspace with
increased sales and productivity.
Emotional Barriers
The emotions in a person determine the ease and comfort in which he/she can communicate.
It arises due to a lack of emotional intelligence. A better understanding of inner emotions will
help us to respect the emotions of other people. Overcoming emotional barriers is an essential
skill for effective communication.
Cultural Barriers
Cultural barriers usually exit between countries, religions, caste, colour, etc. at any level in
society or an organization. Different people have different values, body language, gestures,
beliefs, and behaviour. We should not underestimate any culture or religion.
Language Barriers
Language barriers are also known as linguistic barriers. A small variation in language can
lead to colossal misunderstanding between people. It is recommended to use simple language
and words while communicating.
Gender Barriers
Gender barriers signify how men and women behave; such barriers include different choices,
styles of decision-making, etc. Women prefer to discuss the problems verbally. Overcoming
gender barriers are essential to maintain equality in the workspace.
Lack of focus and eye contact
Lack of focus and eye contact may lose the interest of listeners or audience. Lack of focus
can be due to any reason, such as improper sleep, overworking hours, alcohol, stress, etc.
Fear of mistakes
Mistakes are a part of the communication process. The practice is the best key to reduce our
mistakes; We can practice exercises to improve our communication skills. Always try to learn
from the mistakes.
For example,
We sent an email to someone with some mistakes. Do not fear. Instead, again write an email
with the text, "Sorry for the mistake. Please, ignore that email and consider the below email."
In the above example, we can rewrite the email.
Psychological Barriers
The psychological state of a person can be a barrier in communication, such as opinion,
consciousness, emotions, attitude, and behaviour. It distracts the user form paying attention
while communicating.
For example, a person will low confidence or self-esteem may not respond appropriately
while talking to the superior.
Perceptual Barriers
Perceptual barriers are the barriers that prevent a person from correct predictions about
others, such as expectations. It depends on how we analyze the things around us to recognize
any information. The best way to overcome such barriers is to find a positive solution.
Feedback Issues
Feedback ensures that the receiver has correctly interpreted the message from the
speaker/sender.
Tips to overcome Barriers of Communication
The tips to overcome the barriers of communication are listed below:

Suitable time
We should always check that the current time is suitable for the communication or not.
Sometimes, talking to a person who is sad or uninterested will not be two-way
communication. The other person might not respond appropriately.
Be aware of tone, language, and pitch
The voice should be audible for the listener. It should not harm the feelings of other users.
Try to make the content attractive
The content for effective communication should be clear and precise. It should not contain
the use of excessive technical words, difficult words, brief paragraphs, etc. The content
should be attractive and pleasant.
We should also check for the grammars, spelling, and errors in our content. The content can
be verbal and written.
Look for feedback
Communication is a two-way process. We should ensure that the receiver has properly
understood our message. In face-to-face communication, facial expressions can easily depict
that the receiver has correctly interpreted the message or not. But in other types of
communication, we should always try to seek for the feedback.
Focus on listening skills
Listening skills are essential both for the sender and listener. We should always try to
communicate with a positive attitude, patience, clarity, and attention. Good listening skills
also help listeners to extract maximum information from the content or message.
Work on the body language
Sitting and standing positions depict the positive attitude and interest of a person in
communication. So, we should sit and stand straight without any unnecessary hand
movements. Do not try to slump the shoulders in between the communication. Body
language, postures, and facial expressions are an essential part of the communication process.
We should know to control our body language.
Maintain eye contact
Proper eye contact depicts the interest and attention of a person towards others. It is an
essential skill for effective communication.
Practice verbal communication skills
If we are not confident about speaking in public, we can practice beforehand. We can take
speech classes to improve our verbal communication.
Do not focus on distractions
Communications become better with less or no distractions. We should not focus on the
people passing nearby, opening and closing the door, other people talking, mobile phones,
etc. Such distractions can affect our attention and presence from the conversation.
Identify and remove the noise source
Noise is a significant barrier in the communication process. We need to overcome the sources
to avoid any interference. It is essential to identify the factors that cause interference and try
to remove such sources of noise.
Do not work under pressure
Immense work pressure can adversely affect our work performance. Try to maintain our work
from the beginning so that we can effectively manage our communication with it. It will help
us to easily manage our work and communication at the end without any pressure.
Focus on our weakness
Effective communication means managing every aspect of communication, either formal or
informal. We should regularly work on our weaknesses. We can also ask for suggestions to
know which aspect of communication will be better.
5. The Communication Process
Good communication skills are essential to effective business communications. At its core,
the aim of communication is to transmit information from one person to another so that the
sender and receiver understand the message in the same way. The responsibility for clear
communication usually falls on the sender. But the receiver is also responsible to confirm a
clear understanding of the message. Communication is a dynamic and cyclical process.
Breaking down the communication cycle into its parts is helpful to understand the
responsibilities of both the sender and receiver of communication, as well as to identify
communication barriers.
The 5 Step Communication Process
Step 1: Idea Formation – The communication process begins when the sender has an idea to
be communicated. The idea will be influenced by complex factors surrounding the sender.
The sender must begin by clarifying the idea and purpose. What exactly does the sender want
to achieve? How is the message likely to be perceived? Knowing this information provides a
higher chance of successful communication
Step 2: Message Encoding – The idea must be encoded into words, symbols, and gestures
that will convey meaning. Because no two people interpret information in the exact same
way, the sender must be careful to choose words, symbols and gestures that are commonly
understood to reduce the chances of misunderstanding. Therefore, a sender must be aware of
the receiver’s communication skills, attitudes, skills, experiences, and culture to ensure clear
communication.
Step 3: Message Transmission: Choosing the medium to transmit the message is the next step
in the communication process. Messages can be transmitted in a verbal, written, or visual
manner (see Table 1). For clear communication to occur, the medium and message must
match
Step 4: Decoding – When the message reaches the receiver, the message must be decoded
into its intended meaning. Therefore, the receiver must translate the words, symbols, and
gestures as the sender intended. Because no two people interpret information in the exact
same way, incorrectly decoding a message can lead to misunderstanding. Successful
decoding is more likely when the receiver creates a receptive environment and ignores
distractions. Alert receivers strive to understand both verbal and nonverbal cues, avoid
prejudging the message, and expect to learn from the communication.
Step 5: Feedback – A vital part of the communication process is feedback. Feedback occurs
the sender and receiver check to ensure the message was understood as intended. Feedback is
a shared responsibility between the sender and the receiver and can be verbal or non-verbal.
For example, the sender can elicit feedback by asking, “Do you have any questions?” The
sender can also improve the feedback process by only providing as much information as the
receiver can handle. Receivers can encourage clear communication by providing clear,
timely, descriptive, and non-judgmental feedback. For example, the receiver can shake
his/her head up and down to confirm “yes” I have a question.
As you can see, this whole process is easier done than said because you encode incredible
masses of data to transmit to others all day long in multiple channels, often at once, and are
likewise bombarded with a constant multi-channel stream of information in each of the five
senses that you decode without being even consciously aware of this complex process. You
just do it. Even when you merely talk to someone in person, you’re communicating not just
the words you’re voicing, but also through your tone of voice, volume, speed, facial
expressions, eye contact, posture, hand movements, style of dress, etc. All such channels
convey information besides the words themselves, which, if they were extracted into a
transcript of words on a page or screen, communicate relatively little.
In professional situations, especially in important ones such as job interviews or meetings
with clients where your success depends entirely on how well you communicate across the
verb and the nonverbal channels, it’s extremely important that you be in complete control of
the communication process to present yourself as a detail-oriented pro—one that can be
trusted to get the job done perfectly.