UNIT-II

MANAGING ORGANISATIONAL COMMUNICATION

Formal and Informal Communication – Interpersonal and Intrapersonal Communication – Models for
Inter Personal Communication - Role of emotions in Interpersonal communication- Barriers to
Interpersonal communication – Exchange theory – Gateways for effective Interpersonal
communication -Exchange Theory.

INTRODUCTION:

Organizational communication is the study of processes used to analyze communication needs of

organizations and social interactions, including in-depth attention to improving interpersonal, team,
leadership and organizational communication. Organizational communication is a sub-field of the larger
discipline of communication studies.

Organizational communication, as a field, is the consideration, analysis, and criticism of the role of
communication in organizational contexts. Organizational communication provides the basis for
understanding virtually every human process that occurs in organizations.

In view of the importance and pervasiveness of communication in organizations, it is vital for managers
to understand how to manage the communication process. Managers should understand how to maximize
the potential benefits of communication and minimize the potential problems.

What is an organization?

“An organization is a group of people working together to achieve a common goal.”

What is organizational communication?

The exchange of oral, nonverbal, and written messages within (and across the boundaries of) a
system of interrelated and interdependent people working to accomplish common tasks and goals
within an organization.

Nature of Organizational Communication:

Organizational communication has three distinct features- structure, communication networks, and links
to external environments. These are explained as follows:

1. Structure: Organizations are structures. In organizations, structure provides predictability for members
so that they understand roles, procedures and expectations.
2. Communication Networks: A second characteristic of organizational communication is that it occurs in
communication networks, which are formal and informal links between members of organizations. In
most organizations, people belong to multiple networks.
For example, a person belong to a social network that includes colleagues, students, and staff with whom
he have personal relationships- task networks consisting of people with whom he can discuss teaching,
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 research and departmental life; and ad-hoc networks that arise irregularly in response to specific crises or
issues. He also belongs to networks outside his department networks to which a person belongs ensure
that he will communicate in various ways with many people in any organization.
3. Links to External Environment: Like other communication systems, organizations in multiple contexts
that affect how they work and whether they succeed or fail. In other words, an organization’s operations
cannot be understood simply by looking within the organizations. One must also look outside it to grasp
how the organization is related to and affected by its contexts.

Scope of Organizational Communication:

The scope of organizational communication is as follows:

1. Information Sharing
2. Feedback
3. Influence People
4. Problem-Solving
5. Facilitating Change
6. Gate Keeping

Purpose of Organizational Communication:

Today, from the small to the multinational enterprise, every organization needs an effective
communication system to enable it to function and flourish. In an organization, communication is a
means:

a. To increase employees’ job performance and effectiveness by updating their knowledge.

b. To promote employees sense of belonging and commitment.
c. To effect changes smoothly.
d. To motivate and create a sense of identification with the organization’s goals.
e. To inform and convince employees about decisions and the reasons behind those decisions.
f. To develop employees’ clear understanding of their roles and future growth opportunities in the
organization.
g. To empower employees with information on development and activities.

Hence, an active communication system is vital for the good health of an organization. If there is a
continuous sharing of ideas and interactive meetings between the management and workers, the overall
atmosphere of understanding and goodwill would prevail in the workplace. If decision-making is
transparent, employees would understand reasons for those decisions and accept and implement them
even if they affect them adversely.

MANAGING ORGANIZATION COMMUNICATION:

The subject of managing organizational communication encompasses both formal and informal
communications throughout an organization, including communications to employees with employees
and from employees to upper management. This also includes:

a. The basics of effective organizational communication

b. The importance of a communication strategy
c. The role of different communicators within the organization

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 d. Types of messages and vehicles
e. Training for better communication and
f. Methods for measuring results

The process of managing organizational communication has a number of elements. Communication in an

organization carries, innumerable kinds of messages which may be difficult to map out; but it may be
possible to classify communications in regard to how transmit, or who communicates to whom, or what
kinds of relationships communication develop.

In an organization, there are numerous types of messages required to be communicated. On the basis of
organizational structure, the communication can be classified in to:

1. Formal Communication
2. Informal Communication

 FORMAL COMMUNICATION:

Communication through the chain of command is known as formal communication. a formal

channel/network of communication can be defined as a mean of communication that is normally
controlled by managers or people occupying similar positions in an organization.

In the organization, the path along which a communication is to travel is deliberately created to regulate
the flows of communication so as to make it orderly, and thereby to ensure that the required information
flows smoothly, accurately, and timely to the point at which it is required. It can be written (memos,
report, policy) or oral (speech, meeting).

It has been called “the main line of the organization’s operational communication.

In this are included:

a. The reports, records, and other forms that supply working information to the various parts of the
organization.
b. Orders, instructions and messages that flow up and down in the hierarchical system.
c. The letters, sales presentations, advertising and publicity material that go out to the public.

These forms of communication just do not happen by themselves. They are carefully thought out and well
designed. Great care is taken in their design and movement.

Characteristics of formal communication:

1. It flows through the hierarchy (the scalar chain)

2. The information is always authentic
3. It is always in written forms
4. It is binding on the receiver
5. Proof of receiving the information is obtained

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 Types of Formal Communication:

1. Single Chain: Single chain communication network exist between a superior and his subordinate. Since
there may be a number of levels in an organization, each individual within those levels is both superior as
well as subordinate, except the person at the top or bottom. Communication flows down or upward
through each successive level. Communication flows through the chain may be orderly and easy to
control but it is very time consuming. Often, we find such a communication in bureaucratic organizations.

2. Wheel Chain: In wheel network, all subordinates under one superior communicate through him only as
he is the hub of the wheel. They are not allowed to communicate among themselves. Thus, there is no
horizontal communication. In this network, problem of coordination is the main drawback.
3. Circular: In circular network, the communication movies in circle. Each person can communicate with
his adjoining two persons. In this network, communication flow is slow.

TYPES OF FORMAL COMMUNICATION:

Single Chain Wheel Circular

Single Chain

Inverted-V

Free Flow

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4. Free Flow: Everyone is free to communicate with anyone and everyone in the organization. This network
is informal and unstructured. In fact, it is very flexible.
5. Inverted V: In this network, an individual is allowed to communicate with his immediate superior as
well as his superior’s superior. In the later case, the subject matter of communication is prescribed. In
such a network, communication travels faster.
Some of these networks allow for speedy flow of communication and provide satisfaction to the
individuals. Some of these are used to control unnecessary flow of communication.

Advantages of Formal Communication:

o It passes through line and authority and consequently ensures the maintenances of authority as
well as accountability of the executives’ in charge.
o It helps to develop intimate relations between immediate boss and his subordinates.
o It keeps uniformity in the dissemination of information.
o It is an officially recognized path of communication.
Disadvantages of Formal Communication:
o Increases the workload of various managers as communication is to be transmitted through them.
o Widen the gap between top executives and employees at the lower level. As a result it adversely
affects their relationships.
o Dilute the accuracy of the message when filtering and coloring take place at middle level.

INFORMAL/GRAPEVINE COMMUNICATION:
Informal communication refers to a casual form of information sharing typically used in personal
conversations with friends or family members. Within a business environment, informal communication
is sometimes called the grapevine and might be observed occurring in conversations, electronic mails, text
messages and phone calls between socializing employees.
Characteristics of Informal Communication:
 Supplements Formal Communication Systems
 Ensures Speedy Information Flow
 Spreads False Rumors and Destructive Information
 Both Written and Orals
Types of Informal Communication:
1. Single Strand Chain: In this type of chain ‘A’ tells something to ‘B’ who tells it to ‘C’ and so on
it goes down the line. This chain is the least accurate in passing on the information.

2. Gossip Chain: In this person speaks out and tells everyone the information he or she has
obtained. This chain is often used when information or a message regarding an interesting but not
‘non-job-related’ nature is being conveyed.

3. Cluster Chain: In this type of chain ‘A’ tells something to a few selected individuals and others
also relay the information selectively.

4. Probability Chain: In this type of chain Individuals are indifferent to, or not really interested in
the person to whom they are passing some information. They just tell at random, and those people
in turn tell others at random. This chain is found when the information is so0mewhat interesting
but not really significant.

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 Types of Informal Communication:

E
D F

C G A B C D F

B H
Single Strand Chain
A

Gossip Chain

J
E Cluster Chain

C D

K
B
A
M
O
G H

B
P
D

Probability Chain

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Advantages of Informal Communication/Grapevine:

1. Safety Value
2. Organizational Solidarity and Cohesion
3. Supplements to other Channels
4. Quick Transmission
5. Quick Feedback

Disadvantages:

1. Distortion
2. Incomplete Information
3. Damaging Swiftness
4. Leakage
5. Lack of Authority
6. Problem in Fixing Responsibility
7. Less Accurate
8. Can Penetrate Even the Best Security System

Directions of Communications in Organizations:

 Downward communication
 Upward Communication
 Horizontal Communication
 Diagonal Communication

1. Downward communication:

Downward communication occurs when information and messages flow down through an
organization's formal chain of command or hierarchical structure. In other words, messages and
orders start at the upper levels of the organizational hierarchy and move down toward the bottom
levels. Responses to downward communications move up along the same path.

Examples: Orders, Individual Instructions, notices, annual reports, memos, Policy Statements, Job-
sheets, Circulars, etc., fall under downward communication.

Advantages

Downward communication provides certain advantages to an organization:

1. Organizational discipline. Downward communication follows the organization's hierarchy, meaning

that organizational discipline and member compliance is much easier to maintain.
2. Efficiency. Downward communication offers efficiencies because instructions and information come
from the sources in power that are able to coordinate activities from the top of the organization.
Employees receive feedback from the superiors who manage them.

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 3. Effective communication of goals. Upper management can easily communicate goals and assign
responsibilities regarding achieving those goals.
4. Ease of delegation. Delegation is much easier if the delegation comes directly from the vertical
communication structure representing the chain of command.

Disadvantages

Downward communication is not without disadvantages, including the following:

1. Distortion. Ever played the grapevine game? Downward communications can become distorted as it
proceeds through multiple levels of the organization.
2. Slow feedback. It takes time for messages to go down the organization and then up the organization
and then back down again. This means that feedback can be slow, resulting in problems, especially in
a dynamic environment.
3. Interpretative problems. Downward communication presents interpretation problems because of the
distortion effect and the slow feedback for message clarification.
4. Lowers morale. Given the time communication takes and the problem with distorted messages,
downward communications can have a negative impact on organizational morale.
5. Not motivating. Given slow feedback and the dependence on formal channels of communication, this
method of communication doesn't really help with motivation.

3. Upward Communication:

Upward communication is the flow of information from front line employees to managers, supervisors and
directors. In other words the communication channel which pushes the flow of information upwards is known
as the upward channel of communication.

Advantages of Upward Communication

Upward communication keeps managers aware of how employees feel about their jobs, policies and
procedures, and the business in general.

Some advantages of upward communication are:

1. Providing Feedback
2. Reporting job progress
3. Seeking superiors’ interventions for problem solving
4. Outlet for pent-up emotions
5. Constructive suggestions
6. Easier introduction of new schemes
7. Greater harmony and cohesion

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Disadvantages of Upward Communication

Upward Communication seems easy enough. But sometimes, employees face significant barriers
attempting to communicate with managers.

Some disadvantages of upward communication are:

1. Awe of authority
2. Fear of adverse reactions
3. Distortion and filtering
4. Bypassing the superiors
5. Information overload

Examples: Performance Reports - They are prepared by lower management and reviewed by
upper management, Suggestion Boxes, Employee Satisfaction Surveys, Focus Groups, Meetings
with an Immediate Manager, Meetings with Upper Level management.
4. Horizontal Communication:
Communication between departments or people on the same level in the managerial hierarchy of an
organization may be termed as horizontal or lateral communication. In simple, Horizontal
communication flows between people at the same level.

It is important for:

1. Job coordination
2. Decision making
3. Problem solving
4. Resolving conflicts, and
5. Sharing of ideas and information

It is carried on through:

1. Face-to-face discussions
2. Telephonic talk
3. Periodical meetings
4. Letters, memos, e-mails, reports, etc.

Its Limitations are:

1. Lack of authoritativeness
2. Interpersonal rivalries, and
3. Interdepartmental rivalries

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4. Diagonal Communication: Diagonal Communication, as the name suggests, is communication
between two individuals at different levels belonging to different departments. If the sales manager
directly talks to the production supervisor, it would be a case of diagonal communication.

Normal Communication:
Sales Manager Production Manager

Production Supervisor

Diagonal Communication: Sales Manager Production Manager

Advantages: Production Supervisor

1. Total elimination of delay

2. Quick feedback
3. Less distortion and dilution
4. Faster problem solving

Disadvantages:

1. Normal channels are disrupted

2. Bypassed superiors may feel incensed and may refuse to cooperate
3. Too frequent a use of this channel may cause chaos and anarchy in the organization

 INTRAPERSONAL COMMUNICATION
 Do you talk to yourself?
 Do you have thoughts in your mind?
 Do you judge people before you meet them?
 Can you tap into how you are thinking?
YES. You do all three things. This is called Intrapersonal Communication.
Intrapersonal communication occurs within the mind of the Individual. They are sender, receiver
and feedback on loop.
Meaning one person plays and maintains all roles of conversation.

Meaning:-
Intrapersonal communication refers to how individuals communicate with themselves internally. It is a
process of conceptualization by individuals.
It is the study of process of one’s sensation, perception and interpretation of objects, ideas or people.
It is the active internal mental process of individuals that interpretations and understandings of stimuli.

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 Forms:-

Intrapersonal communication is found in the following forms.

 Observation : Observing objects, events and persons and understanding.

 Writing : Recording of ones Or observation or copying a text to aid to memorizing.
 Thinking loud : Semi constant internal monologue one has with oneself at a conscious or semi-
conscious level.
 Speaking aloud : Reading a loud and making gestures while thinking
 Dreaming : Daydreaming and lucid dreaming in which one communicates to self.

Significance:-

Study of intrapersonal communication is important to make communication effective

1. Help break prolonged silence.

2. Facilitate self-development.

3. Strengthens interpersonal relationship.

4. Improve performance.

5. Gives ability to adapt to change.

6. Enhance emotional intelligence.

Process of Intrapersonal Communication:-

The basic element in a communication process he is individuals. How individual sense things?
How do they interpret them and create an understanding for themselves? All these questions are important
for us. It helps us to know others could not see our view point as we see it and expect them to see it.

The interpersonal communication process begins with detection of Signals and ends with
encoding them into messages.

1. Environmnet:-

Communication occurs in a sensory environment. The environment refers to the physical surrounding or
real world. Communication involves in symbolizing perceptions of reality. Reality is all that exists but not
what exists only in the mind. It is objects, people and events.

Humans interact with this environment with all signs that senses can detect. This signs can act as stimulus
to the procedure response in humans.

Stimulus is a thing or event wokes a specific functional reaction in an organization.

2. Sensation:-

Detection refers to a person’s becoming aware, based on natural transmission to the brain from the sense
organs that something has happened.

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 3. Perception:-

It is someone’s ability to notice and understand things that are not obvious to other people. It’s a process
of observing, selecting and organizing stimuli.

4. Interpretation:-

In interpretation stage we attach meanings to stimuli. Interpretation of stimuli is subjective, which means
that individuals can come to different conclusions about the exact same stimuli.

Subjective interpretation of stimuli is affected by individual values, needs, beliefs, experiences,

expectations, self-concept and other personal factors.

EXTARNAL ENVIRONMENT:-

PEOPLE, OBJECT, EVENTS.

EXTARNAL STIMULI

SENSATION:-

SENSORY RECEPTORS.

EYES, EARS, SKIN, NOSE, TONGUE

PERCEPTION:-

OBSERVING, SELECTING, ORGANISING STIMULI.

INTERNAL STATES:-

VALUES, MOTIVES,
ATTITUDES
INTERPRETATIONS:-

PERCEPTIONS, FEELING, ASSUMPTIONS, MEANINGS.

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 Barriers to Intrapersonal Communication:-

How to make intrapersonal communication effective?

Table Shows the barriers and measures to make intrapersonal communication effective.

Process Element Barrier Measure

Sensory barriers like limited detection of
Sensation Be Alert
signs
Selective and limited attention Have open mind
Perception
Subjective interpretation is effected by
Interpretation individual values needs beliefs Enhance knowledge of situation
experiences expectations self-concepts etc.
Encoding Lack of language proficiency, lack of Improve language skills.
presentation skills Make presentation clear.

KEY OUTCOMES:-

The important products of intrapersonal communication are –

a) Self-Concept
b) Self-Fulfilling Prophecy
c) Self-Disclosure
d) Self-Discovery

a. Self-Concept:- It refers to the view that one has of their own self. It is the person’s view visualized based
on own beliefs and attitudes. It is influenced by how others see you, how you were in the past, how you
are today and would like to be in feature.

*Real self, * Perceived self, * Ideal self.

b. Self-fulfilling Prophecy:- A self-fulfilling prophecy is a statement of prediction that directly or indirectly

causes itself to become true, due to positive feedback between belief and behavior. It is a prediction or an
event that shapes your behavior making the outcome more likely to occur.

c. Self-disclosure:- It is the deliberate revelation of significant information about us that is not readily
apparent others. It helps to make one known to others and encourages others to disclose their personal
information. Mutual disclosure deepens trust in the relationships and helps both people understanding
each other

d. Self-discovery:- Introspection is one of the fundamental tools of self-improvement. One of the key
principles of self-improvement is to spend time thinking about the things that are going well in life.

It helps see the unpleasant as well as good things about you. There is also possibility of discovering of
new things that makes us enjoy and incorporate new behaviors and positive thinking.

* Introspection is the examination or observation of ones ours mental and emotional process.

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 INTERPERSONAL COMMUNICATION:

Introduction: In the workplace, interpersonal communication is critically important. In other words,

interpersonal communication is central to our effectiveness and our everyday lives. It is the lifeblood of
meaningful relation-ships in personal, social, and professional contexts.

Meaning: Interpersonal Communication is a transactional process that occurs when two people use
verbal and non verbal messages to create understanding and to influence each other to manage the
relationship.

Definition: According to Buber “Interpersonal Communication is selective, systematic, unique,

procession (is an ongoing process) transaction that allow people to reflect and build personal knowledge
of one another and create shared meanings.”

Uses of Interpersonal Communication:

Most of us engage in some form of interpersonal communication on a regular basis, how well we
communicate with others is a measure of our interpersonal skills. Interpersonal communication is a key
life skill and can be used to:

 Give and collect information.

 Influence the attitudes and behavior of others.
 Form contacts and maintain relationships.
 Make sense of the world and our experiences in it.
 Express personal needs and understand the needs of others.
 Give and receive emotional support.
 Make decisions and solve problems.
 Anticipate and predict behavior.

Regulate power.

Interpersonal Skills:

1. Verbal Communication: How and what words are used to communicate with individuals.
2. Non Verbal Communication: Consists of facial expressions, body language and hand gestures.
3. Listening Skills: Ability to hear attentively and process information correctly.
4. Negotiation: Having the ability to discuss and reach an agreement in a professional manner.
5. Problem-Solving: Ability to find a solution to a problem after considerable thought.
6. Decision-Making: Able to analyze situations and develop a professional solution within an
organizational environment.
7. Assertiveness: Self-assured and confident in their actions.

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 MODELS OF INTERPRESONAL COMMUNICATION:

Behavioral scientists recommended the use of Exchange Theory, Johari

Window and Transactional Analasys(T.A) to understand personal relations in
the organization.

EXCHANGE THEORY

MODELS OF INTERPERSONAL
COOMUNICATION

JOHARI WINDOW TRANSACTIONAL ANALASYS

EXCHANGE THEORY:-

A new model of interpersonal communication has been proposed which is based on social exchange
theory. Social exchange theory was given by Thibault and Kelly. It is a social, physiological and
sociological perspective that explains social change and stability as a process of negotiated exchanges
between the parties.

Social exchange is a theory based on the exchange of rewards and costs to quantify the values of
outcomes from different situations for an individual.

People strive to minimize costs and maximize rewards and then based on the likeliness of developing a
relationship with someone on the perceived possible outcomes. When these outcomes are perceived to be
greater, we disclose more and develop a closer relationship with that person.

When a person perceives the cost of a relationship as outweighing the perceived benefits, then the theory
predicts that the person will choose to leave the relationship. The theory has roots in economics,
psychological and sociological.

Persons that give much to others try to get much from them, and persons that get much from others are
under pressure to give much to them.

For a person in an exchange, what he gives may be a cost to him, just as what he gets may be reward, and
his behavior changes less as the difference of the two, profit, tend to maximum.

SIGNIFICANCE OF EXCHANGE THEORY:-

1) Helps in quantifying the values of the outcomes from different situations for an individual.

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 2) Helps in developing closer relationship among employees.
3) The exchange could have important effect on their feature exchange and their
relationships.
4) It explains social change and stability as process of negotiated exchanges between parties.

JOHARI WINDOW:-

The Johari window, named after the first name of its inventors, JOSEPH LUFT and HARRY
INGHAN, is one of the most useful models describing the process of human interaction

 The Johari window model helps people to understand and improve interpersonal communication.
 It also helps in analysis interpersonal conflicts.

According to this model interpersonal communication effectiveness is directly related to the amount of
mutually shared information or congruence. The larger this area becomes, the more effective
communication will be.

The Johari window model is shown in the below figure:

INFORMATION INFORMATION NOT

KNOWN TO SELF KNOWN TO SELF
TO
INFORMATION

OPEN SELF BILND SELF

OTHERS
NOT KNOWN TO KNOWN
INFORMATION

HIDDEN SELF UNKNOWN SELF

OTHERS

This model is made up of four different quadrants that together represent total person in relation to others
on the basis of awareness of behavior, feeling and motivation. These quadrants are described below.

1. Open Self: the open quadrant refers to state about an individual such as behaviors, feelings and
motives that he knows and willing to share with others. Sometimes, in a relationship, the
individual is straight forward, open and sharing. It is clear to both what he is doing, how he is
feeling and what his motives are? When people interact from this window, they feel free and are
open to interact.

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 2. Blind Self: It reflects behavior, feelings and motivation known to other parties but not to self. In
other words, in this window, the individual knows about others but not about himself or herself.
The individual irritates others unintentionally. Although the latter could tell the former about this
aspect, they may be afraid of hunting his or her feelings.
3. Hidden Self: the hidden quadrant refers to states about the individual known to him or her but
not known to others. This is private and only the person concerned knows what is happening. The
hidden self is within the vision of the individual but he does not want to share it with others.
People learn to hide many feelings and ideas right from their childhood.
4. Unknown Self: the unknown quadrant refers to states that neither the individual nor the other
people know about him. The unknown self is mysterious. Many times, motives and feelings go
very deep and no one, including the person concerned knows about these. These acts, feelings,
and motives remain vague and unclear to people until they allow them to surface.

The processes that effect the shape of Johari window are feedback and disclosure.

As we have seen, the best window is the oneself that result in little or no conflict among the
individuals. This window can be increased by the decreasing the other non-effective windows.

Thus the blind self can be reduced if the person receives candid feedback about himself from the
people he is to interact with. The hidden self can also reduce if the individual discloses more about
himself, which is possible when there is trusting atmosphere in the organization. The unknown self,
however, is the most difficult area and can be reduced only with help of professionals.

TRANSACTION ANALYSIS

Introduction: The study of human behavior is very complex and complicated concept. It is affected by
the psychological factors such as : Perception, learning, personality and motivation. In addition to these
factors, individual behavior affects and affected by the behaviors.

One of the major problems in the study of organizational behavior is to analyze and improve, the
interpersonal relationships. One basic approach to study interpersonal relations in an organizational
system is transactional analysis. This analysis deals with understanding predicting and controlling
interpersonal relationships

This TA concept developed and popularized by Eric Bernie through his book on “Games people play”
and Thomas Harris through his book “I’m ok You are ok”, respectively.

Transactional Analysis is the analysis of transactions between two or more persons. It is explained
through.

I. Ego states,
II. Transactions,
III. Stroking, and
IV. Life positions.

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 I. EGO STATES:

The ego plays an important role in human behavior. People interact with each other in terms of
psychological positions or behavioral patterns known as ego states. Ego states are person’s way of
thinking,feeling and behaving at any time.

Berne defined an ego states as “A Consistent pattern of feeling and experiencedirectly related to a
corresponding consistent pattern of behavior

Humans have three ego states:

1. Child
2. Adult and
3. Parent

1. Parent Ego State: The Parent ego state means that the values, attitudes and behaviours of parents an
integral part of the personality of an individual.

These people tend to talk to people and treat others like children. The characteristics of a person with
parent ego state are:

a. Judgmental
b. Rule Maker
c. Moralizing
d. Over Protection
e. Indispensable.

Parent Ego State is divided into :

a. Critical Parent (CP) : Which is negative, un supportive, critical

b. Nurturing Parent (NP): Which is supportive, helpful, nurturing, comforting.

Ex: Manager : Today we have to submit the report. Can we?

Subordinate: We should. Even if you don’t have time, I will finish it.

2. Adult Ego State: The adult ego state is represented by “cool-headed”, fairness, gathering and analyzing
information, logical choice, etc.
Ex: Manager : Today we have to submit the report. Can we?
Subordinate: We can . The typing is also finished.

3. Child Ego State : The child ego state is characterized by very immature behavior. The important feature
of child ego state are Creativity, anxiety, depression, dependence, fear, joy, emotional sentimental etc.

Child Ego State is divided into :

a. Free Child(FC)/Natural Child(NC) : Which is spontaneous, free-wheeling, Playful, self-

indulgent, curious, rebellious

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 b. Adopted Child (AC): Which is toned down behavior that has been learnt in response to the
reactions from other people to us and our behavior. The learned or adopted responses are
more likely to generate a given result from the receiver .

Ex: Manager : Today we have to submit the report. Can we?

Subordinate: You know better.

II. TRANSACTIONS:

A transaction is a basic unit of social interaction. The heart of transactional analysis is the study and
diagraming of the exchanging between two persons.

Thus, where a verbal or non-verbal stimulus from one person is being responded another person a
transaction occurs. Transactional analysis can help us to determine which ego state is most heavily.
Influencing our behavior and the behavior of the other people with whom we interact.

Depending on the ego states of the persons involved in transactions, there may be three types of
transactions.

1. Complementary Transactions
2. Crossed Transactions
3. Ulterior Transactions
1. Complementary Transactions: Where the message is sent from one ego state and the reply is from the
expected ego state. The transaction is complementary.

Examples of Complementary Transactions:

Sender Receiver
Sender: What time is the train due?
Receiver: It’s due at one fifteen.
P P
Sender: Where is the original sales budget?
A A Receiver: It seems to be temporarily misplaced. However, I have an
extra copy?
C C Above are examples of Adult to Adult Transactions.

Sender: Angrily kicking the leg of the desk) Where is the damn sales
Sender Receiver
budget?
Receiver: I have spend an hour looking for that blasted thing, too. It
P P sure is somewhere here.

A A Sender: Oh, I am really struggling with all this painting.

Receiver: Don’t worry. I will give you hand right now.

C C Above are examples of Adapted Child to Nurturing Parent

Transactions.

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 Sender Receiver
Sender: (with a worried look) Do you know where is the sales budget?
Receiver: (sympathetically) Don’t worry. It will soon be found found.
P P
Sender: Oh, what the hell, let’s have another drink and pudding.
A A Receiver: Yeah, great idea make that 2 drinks a pudding, and some
gateaux.
C C Above are examples of Free Child to Free Child Transactions.

Sender Receiver
Sender: The govt. making us all criminals by putting speed cameras
everywhere.
P P
Receiver: It’s due at one fifteen.

A A
Sender: They are it’s really annoying.

C C Above are examples of Critical Parent to Critical Parent

2. Crossed Transaction: When a message is from one ego state and the sender express it to be sent back
from an expected ego state but it’s sent back from a different ego state. This transaction is crossed;
communication is non-effective.
Crossed transactions are source of much interpersonal conflict. The consequences of this type of
transaction hurt one’s feelings and leads to frustration.

Examples of Crossed Transactions:

Sender Receiver
Sender: Where is the Dictionary?
P P Receiver: It’s due at one fifteen.

A A

C C Above is an example of Adult to Critical Parent

Sender Receiver
Sender: Where is the Dictionary?
P P Receiver: (Whining) Why ask me? I never use that
damn this?
A A

C C Above is an example of Adult to Free Child

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Sender Receiver
Sender: Please help me find the dictionary. I am so
P P tired.
Receiver: Well I am also tired, as I was late last night.
A A

C C Above is an example of Adaptive Child to Free Child

A crossed transaction could lead to argument and loss of effective communication. The message is lost.

3. Ulterior Transaction: The ulterior transactions involve at least two ego states on the part of a person.
The individual may say one thing but means quite another. One overt social and one covert psychological
message at the same time by the sender. Determine at the psychological level and not at the social level.

Ex: Branch Manager: Come to me if you can’t balance that day book.

But the branch manager really means it is: “Don’t come to me with your troubles. Fine an answer within
yourself.

The Three rules of communication in Transaction Analysis:

1st Rule: So long as transactions remain complementary, communication can continue indefinitely.

2nd Rule: When a transaction is crossed, a break in communication results and one or both individuals
will need to shift ego states in order for the communication to be re-established.

We can help communication if we need to be trying to shift the other person’s ego state by invitingpeople
to move into a different ego state (they may not always into if though, particularly if someone is
habitually in one ego state) do this acknowledging their current ego state (by appropriate message or
response) and then invite them into another ego state by the words (and body language) which you use

Invite them to move into Adult by:

 ● Asking a question
 ● stating a few facts
 ● Asking for their opinion
 ● Asking for their preference
 ● Asking for their view

Invite them to move into Nurturing Parent by:

 ● Asking for their help

 ● Asking for their advice
 ● Asking for their expert opinion
 ● Communicating your fears/worries

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 Invite them to move into Natural Child (Free Child) by:

 ● Being one yourself

 ● showing the funny side of the situation
 ● Going to nurturing parent
 ● Being enthusiastic
 ● Showing an unconventional way of looking at things.

3rd Rule: The behavioral outcome of an ulterior transaction one where two messages are sent at the same
time, one overt social and one cover psychological is determined at the psychological level and not at the
social level.

III. STROKING:

Stroking is an important aspect of the transactional analysis.

The term stroking refers to “give some kind of recognition to others.”

People need strokes for their sense of survival and well being on the job. Lack of stroking can have
negative consequences both on physiological and psychological well being of a person.

There are three types of stroking:

1. Positive Strokes
2. Negative Strokes
3. Mixed Strokes
1. Positive Strokes: Positive Strokes develop emotionally healthy persons. Even a small recognition
such as “hello” is a positive stroke and can nourish a person.
Ex: You did the job well. We are proud of you.
2. Negative Strokes: Negative Strokes collect bad feelings in the individual. People who do not get
positive strokes look for negative ones, as although they hurt, they stimulate. In short, negative
strokes are better than no strokes at all.
Ex: What the hell are you doing? I think you are unfit for this job?
3. Mixed Strokes: A stroke may be a mixed type also.
Ex: The boss comments to a worker “you did an excellent job in spite your limited experience.”

SCRIPT:

In a layman’s view a script is the text of play, motion picture, or a radio or T.V. programme. In
Transactional Analysis a person’s life is compared to a play and the script is the text of the play.

According to Eric Berne, “a script is an ongoing programme, developed in clear childhood under partial
influence which directs the individual behavior in the most important aspects of his [Link]: Where the
parents always support the children by telling that he will become famous one day, the child may develop
this as his life script namely positive life position. The child when he grows up, trying to become famous
all the time.

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 As against this, if the child is constantly ridiculed as being stupid, he develops the position and script of
“I’m not OK” and he makes a conclusion about his parents also, namely that “You’re OK”. He develops
the position “I’m not OK- You’re OK”.

A person’s script is related to these basic questions, namely:

Who am I?

What am I doing?

Who are all those other people?

Decision on these questions determine and form the basic life positions. Finally, A script is a complete
plan of living, offering prescriptions and structure which makes one winner or loser in life.

IV. LIFE POSITIONS:

OK and Not OK are positions adopted by individuals. They are described as life positions. A combination
of these positions constitutes four basic life positions.

I am OK, You are OK I am OK, You are OK

I am not OK, You are OK I am not OK, You are not OK

Life Positions Out Look Thoughts Behaviors

I am OK, Healthy I am clever, smart, nice and If realistic, he can solve problems
You are OK helpful, so you’re. constructively, has valid
expectations and accept the
importance of other people.
I am OK, Feels Victimized or I am Clever, nice helpful, etc He blames others for his own
You are OK Persecuted and you’re mean stupid, mistakes and misery.
dishonest etc.
I am not OK, Feels Powerless I do everything wrong, I He tends to withdraw; feels
You are OK can’t think for myself. I am depressed and may commit
stupid. suicide (in extreme cases).
I am not OK, Loses interest in I am stupid, mean dishonest, He withdraws to be isolated, quiet
You are not Life etc. You’re stupid, mean, and in extreme cases commit
OK dishonest, etc. suicide.

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 ROLE OF EMOTION IN INTER PERSONAL COMMUNICATION:

Can we be emotionally intelligent? According to Daniel Goleman, author of Emotional Intelligence, we

can.

What is Emotional Intelligence?

 Being in touch with your feelings

 Dealing with emotions without being overcome by them
 Not letting setbacks and disappointments derail you
 Channeling your feelings to assist you in achieving your goals
 Being able to understanding how others feel without their needing to spell it out for you
 Listening to your and others’ feelings so you can learn from them
 Having a strong yet realistic sense of optimism

Daniel Goleman says:

“Emotional Intelligence is more than understanding your own feelings. It also entails skill is expressing
your feelings constructively.”

What are emotions?

According to communication scholar Julia T. Wood, emotions are basic to human beings and
communication. They are also hard to define. A growing number of scholars think that most or all
emotions are socially constructed to a substantial degree. For example, we learn when and for what to
feel guilty or proud. Most scholars believe we experience holistically, not individually (we feel a cluster
of emotions).

Reasons We May Not Express Emotions:

1. Social Expectations: Social factors shape feelings and expression of them.

2. Vulnerability: We don’t want to give others information that could affect how they perceive us.
3. Protecting Others: We fear we could hurt or upset others.
4. Social and Professional Roles: It may be inappropriate within the social context based on your
role.

Ineffective Expressions of Emotions:

1. Speaking in Generalities: “I feel sad.” “I’m happy.” “I’m sad.” Statements such as these do express
emotional sates, but they do so ineffectively because they are so general and abstract that they don’t
clearly communication what it is the speaker feels.

2. Not Owning Feelings: By stating feelings in a way that disowns personal responsibility for the
feeling. “You make me angry” versus “I feel angry when you don’t call when you say you
will.” Even more effective: “I feel angry when you don’t call when you say you will. Would you be
wiling to call if we agree that it’s okay for calls to be short sometimes?” This statement accepts

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 responsibility for a feeling, communicates clearly what is felt, and offers a solution that could help the
relationship.
3. Counterfeit Emotional Language: This is language that seems to express emotions but does not
actually describe what a person is feeling. For example, shouting “Why can’t you leave me alone!”
certainly reveals that the speaker is feeling something, but it doesn’t describe what she or he is
feeling. It’s also counterfeit (and unproductive) to not explain feelings. “That’s just how I feel”
doesn’t tell a person how their behavior is related to your feelings or what you would like him or her
to do.

Guidelines for Communicating Emotions Clearly

To become more aware of your emotions Identify your emotions:, give mindful attention to your inner
self. Just as people learn to ignore their feelings, we can teach ourselves to notice and heed them. When
sorting out intermingled feelings it’s useful to identify the primary or main feeling:

1. Choose how to communicate your emotions: Once you know what you feel, you consider how to
express your emotions. The choice facing you is whether you want to communicate your emotions to
particular people. Sometimes it is wise and compassionate not to tell how you feel. If you decide you
want to communicate your emotions:
· Evaluate your current state. (According to Daniel Goleman, it takes about 20 minutes for us to
cleanse our minds and bodies of anger.)
· Decide to whom you want to express your feelings. Choosing someone else to express your
emotions to can allow you to “vent” without imposing them on others who might be hurt.
· Select an appropriate time to discuss feelings. Most of us are not able to respond appropriately
when we are preoccupied, defensive, stressed, rushed or tired.
· Select a setting for discussing feelings.
2. Own your feelings: When we use “I” language to describe how we feel when another person behaves
in a particular way, we allow the other person to listen thoughtfully and respond sensitively to our
expression of emotion.
3. Monitor your self-talk: tuning into your self-talk and learning to monitor it helps you manage your
emotions.
4. Respond Sensitively When Others Communicate Emotions: Try not to respond to another’s
feelings with generalities (“You’ll feel better when you get this in perspective.”) or solve another
person’s problem or make the feeling go away. Helping another solve a problem may be appreciated,
but usually it’s not the first support a person needs when she or he is expressing a strong emotion.
What many people need first is just the freedom to express what they are feeling to others.

Paul Ekman who studied human emotions, discovered six facial expressions that almost everyone
recognizes world-wide. These are happiness, sadness, anger, fear, disgust, and surprise. These
expressions communicate the real inner self of an individual to others.

 COMMUNICATION STYLES:

Good communication skills require a high level of self-awareness. Understanding your personal style
of communicating will go a long way toward helping you to create good and lasting impressions on
others. By becoming more aware of how others perceive you, you can adapt more readily to their

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 styles of communicating. This does not mean you have to be a chameleon, changing with every
personality you meet. Instead, you can make another person more comfortable with you by selecting
and emphasizing certain behaviors that fit within your personality and resonate with another.

The Four Basic Styles of Communication are:

Passive
Aggressive
Passive-Aggressive
Assertive

1. PASSIVE COMMUNICATION: It is a style in which individuals have developed a pattern of

avoiding expressing their opinions or feelings, protecting their rights, and identifying and meeting
their needs. Passive communication is usually born of low self-esteem. These individuals believe:
“I’m not worth taking care of.”

As a result, passive individuals do not respond overtly to hurtful or anger-inducing situations. Instead,
they allow grievances and annoyances to mount, usually unaware of the buildup. But once they have
reached their high tolerance threshold for unacceptable behavior, they are prone to explosive
outbursts, which are usually out of proportion to the triggering incident. After the outburst, however,
they feel shame, guilt, and confusion, so they return to being passive.

Passive communicators will often:

- fail to assert for themselves

- allow others to deliberately or inadvertently infringe on their rights
- fail to express their feelings, needs, or opinions
- tend to speak softly or apologetically
- exhibit poor eye contact and slumped body posture

The impact of a pattern of passive communication is that these individuals:

- often feel anxious because life seems out of their control

- often feel depressed because they feel stuck and hopeless
- often feel resentful (but are unaware of it) because their needs are not being met
- often feel confused because they ignore their own feelings
- are unable to mature because real issues are never addressed

A passive communicator will say, believe, or behave like:

- “I’m unable to stand up for my rights.”

- “I don’t know what my rights are.”
- “I get stepped on by everyone."
- “I’m weak and unable to take care of myself.”
- “People never consider my feelings.”

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2. AGGRESSIVE COMMUNICATION: It is a style in which individuals express their feelings and
opinions and advocate for their needs in a way that violates the rights of others. Thus, aggressive
communicators are verbally and/or physically abusive. Aggressive communication is born of low
self-esteem (often caused by past physical and/or emotional abuse), unhealed emotional wounds, and
feelings of powerlessness.

Aggressive communicators will often:

- try to dominate others

- use humiliation to control others
- criticize, blame, or attack others
- be very impulsive
- have low frustration tolerance
- speak in a loud, demanding, and overbearing voice
- act threateningly and rudely
- not listen well
- interrupt frequently
- use “you” statements
- have piercing eye contact and an overbearing posture

The impact of a pattern of aggressive communication is that these individuals:

- become alienated from others

- alienate others
- generate fear and hatred in others
- always blame others instead of owning their issues, and thus are unable to mature

The aggressive communicator will say, believe, or behave like:

- “I’m superior and right and you’re inferior and wrong.”

- “I’m loud, bossy and pushy.”
- “I can dominate and intimidate you.”
- “I can violate your rights.”
- “I’ll get my way no matter what.”
- “You’re not worth anything.”
- “It’s all your fault.”
- “I own you.”

3. PASSIVE-AGGRESSIVE COMMUNICATION: It is a style in which individuals appear passive

on the surface but are really acting out anger in a subtle, indirect, or behind-the-scenes way. People
who develop a pattern of passive-aggressive communication usually feel powerless, stuck, and
resentful – in other words, they feel incapable of dealing directly with the object of their
resentments. They smile at you while setting booby traps all around you.
Passive-Aggressive communicators will often:
- mutter to themselves rather than confront the person or issue
- have difficulty acknowledging their anger

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 - use facial expressions that don't match how they feel - i.e., smiling when angry
- appear cooperative while purposely doing things to annoy and disrupt
- use subtle sabotage to get even

The impact of a pattern of passive-aggressive communication is that these individuals:

- become alienated from those around them

- remain stuck in a position of powerlessness (like POWs)
- discharge resentment while real issues are never addressed so they can't mature

The passive-aggressive communicator will say, believe, or behave like:

- “I’m weak and resentful, so I sabotage, frustrate, and disrupt.”

- “I’m powerless to deal with you head on so I must use guerilla warfare.”
- “I will appear cooperative but I’m not.”

4. ASSERTIVE COMMUNICATION is a style in which individuals clearly state their opinions and
feelings, and firmly advocate for their rights and needs without violating the rights of others.
Assertive communication is born of high self-esteem. These individuals value themselves, their time,
and their emotional, spiritual, and physical needs and are strong advocates for themselves while being
very respectful of the rights of others.
Assertive communicators will:

- state needs and wants clearly, appropriately, and respectfully

- express feelings clearly, appropriately, and respectfully
- use “I” statements
- communicate respect for others
- listen well without interrupting
- feel in control of self
- have good eye contact
- speak in a calm and clear tone of voice
- have a relaxed body posture
- feel connected to others
- feel competent and in control
- not allow others to abuse or manipulate them
- stand up for their rights

The impact of a pattern of assertive communication is that these individuals:

- feel connected to others

- feel in control of their lives
- are able to mature because they address issues and problems as they arise
- create a respectful environment for others to grow and mature

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 The assertive communicator will say, believe, or behave in a way that says:

- “We are equally entitled to express ourselves respectfully to one another.”

- “I am confident about who I am.”
- “I realize I have choices in my life and I consider my options.”
- “I speak clearly, honestly, and to the point.”
- “I can’t control others but I can control myself.”
- “I place a high priority on having my rights respected.”

- “I am responsible for getting my needs met in a respectful manner.”

- “I respect the rights of others.”
- “Nobody owes me anything unless they’ve agreed to give it to me.”
- “I’m 100% responsible for my own happiness.”

Your communication style is based upon the type of personality you have and how you prefer to
interact with people. Assertiveness allows us to take care of ourselves, and is fundamental for good
mental health and healthy relationships.

 BARRIERS TO COMMUNICATION:

Introduction: communication is the process of transmitting information. If the information, as it is

present in the mind of the transmitter, is transferred unchanged into the mind of the receiver, we say that a
perfect act of communication has taken place. If we recall how many times we have had an experience of
miscommunication, we shall realize that there does not exist any such thing as may be described as
perfect communication.

Miscommunication can originate at three levels: at the level of the transmitter, of the medium, or of the
receiver. In technical parlance, anything that obstructs free flow of communication is called ‘noise’. Or
we may refer to it simply as a ‘barrier’ to communication. In the present chapter, we shall try to
understand some of the major barriers and ways to overcome
them. Semantic: related to the meaning of words
1. Wrong Choice of Medium: whenever we want to Denotation: suggests literal meaning
communicate something, we have a variety of media to
choose from- oral, written, visual, audio-visual, computer Connotation: feeling or idea suggested by the word
based etc. All these media have their relative merits and Abstracting: selecting some details, omitting others
limitations. While a properly chosen medium can add to the
effectiveness of communication, an unsuitable medium may Slanting: Giving a particular bias to reality
act as a barrier to it. Inferring: drawing conclusions (contracted with
facts)
2. Physical Barriers:
a. Noise: Noise in factory, external disturbance in telecom facilities, poor writing, bad photo-copies, etc.
b. Time and Distance: if telecom and network facilities are not available, people working in different
shifts, faulty seating arrangement in the hall, etc.,
c. Poor timing: Sending a communication at a wrong moment considerably reduces its effectiveness. In
particular, if a communication is sent to a deadline, it evokes resentment and fails to deliver the
message.

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 Barriers to Communication

1. Wrong choice 2. Physical Barrier 3. Semantic Barriers 4. Different

of Medium comprehension of
Reality

Interpretation Bypasses Denotation,

of words Instructions Connotations

Noise Time and Poor Timing Abstracting Slanting Inferring

Distance

5. Socio-psychological Barriers
including Cultural Barriers

Attitude and Opinions Source of Communication

Emotions Inattentiveness

Cultural Diversity Conflicting Goals

Closed Mind Faulty Transmission

Frame of Reference Poor Retention

Status-consciousness Unsolicited Communication

3. Semantic Barriers: Semantic barriers may occur in three ways.

a. Interpretation of words: Most of the communication is carried on through words, whether spoken or
written. But words are capable of communicating a variety of meanings. It is quite possible that the
receiver of a message does not assign the same meaning to a word as the transmitter had intended.
This may lead to miscommunication.

b. Bypassed Instructions: Bypassing is said to have occurred if the sender and the receiver of a
message attribute different meanings to the same word or use different words for the same meaning.

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 c. Denotations and Connotations: words have two types of meanings: denotative and connotative.
When you look up a word in the dictionary, you will find its literal (denotative) meaning. However,
the emotions and associations connected to a word is known as its connotative meaning.

Some of these words like ‘honest’, ‘noble’, and ‘sincere’ have favorable connotations; others like
‘cowardly’, ‘slow’, ‘incompetent’ have unfavorable connotation. But there also exist a large number
of troublesome words that have favorable connotations in certain contexts and unfavorable
connotations in others.

Here are examples of pairs of connotations that describe the same thing or situation. The first has a
negative connotation and the second is positive.
Bossy - Dominant
Cheap - Inexpensive/Economical
Crippled - Disabled
Difficult - Challenging
Foolish - Unwise
Headstrong - Determined

Understanding a word literal (denotation) and suggestive (connotation) meaning is important for
every speaker and writer.

To minimize semantic barriers, we should: Use familiar words

Clarify the shades or nuances, and
As far as possible, use words with positive connotations.

4. Different Comprehensions of Reality: the reality of an object, an event, or a person is different to

different people. Reality is not a fixed concept; it is complex, infinite and continually changing. Besides,
each human being has limited sensory perceptions and a unique mental filter. No two persons perceive
reality in identical manner. On account of different abstractions, inferences, and evaluations, they
comprehend reality in different ways. This may sometimes lead to miscommunication.

Barriers caused by different comprehensions are:

a. Abstracting: This means picking a few details and leaving out others.
--------------Remember that others can pick different details try to be accommodating.

b. Slanting: this means giving a particular bias or slant to the reality.

--------------Be objective in your observation and assessment.

c. Inferring: This means drawing inferences from observations.

------------Base your inference on variable facts.

5. Socio-psychological Barriers Including Cultural Barriers:

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 a. Attitudes and Opinions: we react favorable or are hostile according as the information is to our
personal advantage or not.
b. Emotions: We can neither transmit nor receive anything correctly if our mind is agitated.
c. Cultural Diversity: words and gestures may be interpreted differently in different cultures.
d. Closed Mind: we hold our opinions so strongly that we just refuse to listen.
e. Frame of Mind: our birth and upbringing, education, experience, etc., that constitute our frame
of mind shape our responses.
f. Status-consciousness: we are over-conscious of our lower or higher rank and do not express
ourselves candidly.
g. The source of Communication: We react according to the trust we repose in the source from
which the communication originates.
h. Inattentiveness: Unconsciously we become inattentive if the communication contains a new idea
and our mind refuses to respond to it.
i. Conflicting Goals: If the receiver’s goals are in conflict with the sender’s, they are not likely to
respond objectively to a communication.
j. Faulty Transmission: Part of the message is lost in transmission.
k. Poor Retention: oral message in particular are lost because of poor human retention.
l. Unsolicited Communication: we are unresponsive if the communication is unsolicited.

 GATEWAYS TO EFFECTIVE INTERPERSONAL COMMUNICATION:

Introduction: Gateways to effective interpersonal communication are pathways through these barriers
and serve as antibodies to the problems caused by communication barriers. Overcoming barriers and
achieving effective communication, developing and maintaining a system of good communication is the
primary job of any executive. But it should be kept in view that mere transmission of information does
not, in any way, ensure effective communication. Effectiveness largely depends on reciprocal
understanding; mutual exchange of ideas, facts and information for it is not one sided game or the
executive affair of the transmitter of the message.

Overcoming Barriers/Techniques for improving communication:

Improving communication skills will enable to establish better working relationships. In order to remove
barriers to communication an open door communication policy should be prepared and followed by
managers are at all levels. The superior’s in the organization must create an atmosphere of confidence and
trust in the organization so that credibility gap may be narrowed down.

1. Two-way Communication: the organizations communication policy should provide for a two way
traffic in communication – upwards and downwards. Ti brings tow minds closer and improves
understanding between the two parties, the sender and the receiver. A sound feedback system should be
introduced in the organization so that distorting in and filtering of, messages should be avoided. There
should be no communication gap.
Lavanya P B, Asst. Professor, ALIET Page 32
2. Strengthening Communication Network: the communication network should be strengthened to make
communication effective. For this purpose, the procedure of communication should be simplified; layers
in downward communication should be reduced to the minimum possible. Decentralization and
delegation of authority should be encouraged to make information communication more efficient, through
frequent meetings, conferences, and timely dissemination of information to the subordinates.

3. Promoting participative approach: The management should promote the participative approach in
management. The subordinates should be invited to participate in the decision-making process. It should
seek cooperation form the subordinates and reduce communication a barriers.

4. Appropriate Language: In communication certain symbols are sued. Such symbols may be in the form
of words, pictures, and actions. If word is used, the language should be simple and easily comprehensible
to the subordinates. Technical and multi-syllable word should, as far as possible, be avoided. The sender
must us the language with which the receiver is familiar. The message should be supported by pictures or
actions, wherever necessary, to emphasize certain points. The sender must also practice in action what he
says to others r expects form others.

5. Credibility in communication: one criterion of effective communication is credibility. The subordinates

obey the orders of their superior because they have demonstrated through their actions that they are
trustworthy. They must practice whatever they say. The superior must also maintain his trustworthiness.
If the superior is trusted by the subordinates, communication will be effective.

6. Good Listening: A communicator must be a good listener too. A good manager gives his subordinates a
chance to speak freely and express their feelings well before him. The manger also gets some useful
information for further communication, and can also have a better understanding of the subordinates
needs, demand, etc.

7. Selecting on Effective Communication Channel: To be effective, the communication should be sent to

the receiver through an effective channel. By effective channel we mean that the message reaches its
destination in time, to the right person, and without any distortion, filtering, or omission.

8. Know the receiver: this basically implies a clear perception of the receiver’s frame of reference. What is
his level of education, his age, his experience, his status in the organization he belongs to? What is his
cultural background? This knowledge will help you avoid several barriers.

9. Listen more: speak less: listening more and talking less is the formula to understand others. We should
remember the old dictum-we were given one tongue but two ears so that we could listen twice as much as
we talked.

10. Put yourself in others’ shoes: before a communication is transmitted, put yourself in the receiver’s shoes
and try to see how you would react to it in case you were to receive it. Would this communication create a
favorable impression on your mind? Would you get the intended meaning unambiguously? Edit you
communication suitably if required.

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11. Take care of your tone: how we say is usually more important than what we say. Perfectly innocent
words can become highly offensive if spoken harshly or sarcastically. Mae sure that you tone throughout
the communication is positive and courteous.

12. Seek favorable and offer clarification: the communication process is completed only when feedback is
received on it. Seek feedback and offer clarifications, if needed, immediately and willingly. It would help
to eliminate misunderstandings before they have done any serious damage.

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