Business Communication (Chapter II) Communication in organization

Chapter II
Communication in organization

BARRIERS OF COMMUNICATION
Communication plays a major role in developing a relationship. It can also affect
the relationship among family members or management in any institute. More specifically,
communication influences the effectiveness of instruction, performance evaluation, and the
handling of discipline problems. Communication should be straightforward. What can make
it complex, difficult, and frustrating are the barriers. Some barriers of communication are the
following.

Physiological Barrier
Physiological barriers to communication are related with the limitations of the
human body and the human mind (memory, attention, and perception). Physiological barriers
may result from individuals’ personal discomfort, caused by ill-health, poor eye sight, or
hearing difficulties.
Poor Listening Skills Listening to others is considered a difficult task. A typical speaker
says about 125 words per minute. The typical listener can receive 400–600 words per minute.
Thus, about three-fourth of listening time is free time. The free time often sidetracks the
listener. The solution is to be an active rather than passive listener. A listener's premature
frown, shaking of the head, or bored look can easily convince the other person/speaker that
there is no reason to elaborate or try again to communicate his/her excellent idea.

Information Overload:-
Nurses are surrounded with a pool of information. It is essential to control the flow
of the information, else the information is likely to be misinterpreted or forgotten or
overlooked. As a result, communication may get distorted.

Inattention :-
At times, we just do not listen but only hear. For example, your boss is immersed in
his/her very important paper work surrounded by so many files on the table and you are
explaining him/her about an urgent office problem. In this situation, due to the inattention,
the boss will not listen to you (he/she will only hear you); hence, he/she may not get what
you are saying and it may lead to disappointment. (he/she will only hear you); hence, he/she
may not get what you are saying and it may lead to disappointment.

Poor Retention
Human memory cannot function beyond a limit. One cannot always retain all the
facts/information about what is being told to him/her especially if he/she is not interested or
not attentive. This leads to communication breakdown.

Physical and Environmental Distractions

Physical distractions are the physical things that get in the way of communication.
Examples of such things include the telephone, an uncomfortable meeting place, and noise.
These physical distractions are common in the hospital setting. If the telephone rings, the
usual human tendency will be to answer it even if the caller is interrupting a very important
or even delicate conversation. Distractions such as background noise, poor lighting,

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Business Communication (Chapter II) Communication in organization

uncomfortable sitting, unhygienic room, or an environment that is too hot or cold can affect
people's morale and concentration, which in turn interfere with effective communication.

Cultural Barriers
Culture shapes the way we think and behave. It can be seen as both shaping and
being shaped by our established patterns of communication. Cultural barrier to
communication often arises when individuals in one social group have developed different
norms, values, or behaviors to individuals associated with another group. Cultural difference
leads to difference in interest, knowledge, value, and tradition. Therefore, people of different
cultures will experience these culture factors as a barrier to communicate with each other.
Semantic Barrier
Language, jargon, slang, etc., are some of the semantic barriers. Different
languages across different regions represent a national barrier to communication, which is
particularly important for migrating nurses. Use of jargon and slang also act as barrier to
communication. For example, while delivering health education to a cardiac patient, if a
cardiac nurse uses jargons such as “coronary artery disease,” “anticoagulants,” and
“homocysteine and C-reactive proteins,” the patient will listen attentively as he/she cannot
understand these medical jargons. Therefore, she is required to use simple words “heart ki
nadi ki bimari,” “khoon patla karne ki dawai,” and “certain chemicals in our body” so that the
patient can understand what the nurse is supposed to communicate with him/her.

Linguistic Barriers
Individual linguistic ability may sometimes become a barrier to communication.
The use of difficult or inappropriate words in communication can prevent the people from
understanding the message. Poorly explained or misunderstood messages can also result in
confusion. The linguistic differences between the people can also lead to communication
breakdown. The same word may mean differently to different individuals.
For example, consider a word “face.” He is facing a problem, what is the face
value of this share bond? Your face is oval shape “Face” means differently in different
sentences. Communication breakdown occurs if there is wrong perception of the meaning of
the message by the receiver.

Unclear Messages
Effective communication starts with a clear message. Unclear messages in terms of
meaning, grammar, and words may act as a barrier to communication because the receiver
may not be able to intercept the actual meaning of the message.

Stereotypes
Stereotypes are beliefs or generalizations about characteristics or qualities that are felt to be
typical of a particular group (Funk & Wagnalls, 1966). Stereotyping is a barrier to
communication because people with stereotype thoughts either will not read the message
completely or will not read it at all because of their thinking that they already know
everything

Steps of Overcoming Barriers of Communications

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Business Communication (Chapter II) Communication in organization

1. Eliminating differences in perception: The organization should ensure that it is

recruiting right individuals on the job. It’s the responsibility of the interviewer to ensure
that the interviewee has command over the written and spoken language. There should be
proper Induction program so that the policies of the company are clear to all the employees.
There should be proper trainings conducted for required employees (for eg: Voice and
Accent training)
.
2. Use of Simple Language: Use of simple and clear words should be emphasized. Use
of ambiguous words and jargons should be avoided.

3. Reduction and elimination of noise levels: Noise is the main communication barrier
which must be overcome on priority basis. It is essential to identify the source of noise and
then eliminate that source.

4. Active Listening: Listen attentively and carefully. There is a difference between

“listening” and “hearing”. Active listening means hearing with proper understanding of the
message that is heard. By asking questions the speaker can ensure whether his/her message
is understood or not by the receiver in the same terms as intended by the speaker.

5. Emotional State: During communication one should make effective use of body
language. He/she should not show their emotions while communication as the receiver
might misinterpret the message being delivered. For example, if the conveyer of the
message is in a bad mood then the receiver might think that the information being delivered
is not good.

6. Simple Organizational Structure: The organizational structure should not be

complex. The number of hierarchical levels should be optimum. There should be a ideal
span of control within the organization. Simpler the organizational structure, more effective
will be the communication.

7. Avoid Information Overload: The managers should know how to prioritize their
work. They should not overload themselves with the work. They should spend quality time
with their subordinates and should listen to their problems and feedbacks actively.

8. Give Constructive Feedback: Avoid giving negative feedback. The contents of the
feedback might be negative, but it should be delivered constructively. Constructive
feedback will lead to effective communication between the superior and subordinate.

9. Proper Media Selection: The managers should properly select the medium of
communication. Simple messages should be conveyed orally, like: face to face interaction
or meetings. Use of written means of communication should be encouraged for delivering
complex messages. For significant messages reminders can be given by using written
means of communication such as Memos, Notices etc.

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Business Communication (Chapter II) Communication in organization

10. Flexibility in meeting the targets: For effective communication in an organization the
managers should ensure that the individuals are meeting their targets timely without
skipping the formal channels of communication. There should not be much pressure on
employees to meet their targets

Types of Communication
People communicate with each other in a number of ways that depend upon the
message and its context in which it is being sent. Choice of communication channel and style
of communicating also affects communication. So, there is variety of types of
communication.
Types of communication are:
 Verbal Communication

 Nonverbal Communication

 Formal Communication

 Informal Communication (Grapevine)

 Upward Communication

 Downward Communication

Verbal/ Oral communication

Verbal communication can also be called as Oral communication. In very simple
terms, any communication that happens orally between people is known as verbal
communication. The objective of such communications is to ensure that people understand
whatever you want to convey. Verbal or Oral Communication is one of the most important
types of communication. There is nothing in Writing in this type of communication.
E.g. Oral Orders, Face to face discussions, Telephonic talk, lectures, Interviews etc.
Most often, more than one medium is required to be employed to make the
communication effective. Face to Face Communication combines oral form with the visual.
Graphs and posters often combine the oral form with the visual. It encompasses gestures and
facial expressions. Oral communication is carried out by air vibrations, face to face, over the
microphone / loud speaker, telephone, radio, internet etc.

Non-Verbal Communication
Non verbal communication is done with the sign, symbols, actions. and other media in
which orally pronunciation is not done .It means in this type of communication the message
is sent through sign, symbols, and non verbal media.
Non verbal communication is also called “Communication by implication”.
Communicating a message without using arbitrary symbols, i.e. words.
Non verbal communication is behavourial expressions and cues that express the
feeling with the message.

Formal Communication:-
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Business Communication (Chapter II) Communication in organization

The communication which flown in hierarchical system through the proper channel
in the organization is called as Formal Communication. It would primarily comprise of order
instructions and feedback/ reports.
In any organization there are set of procedures for exchange of thoughts between the
people at different level. In a hierarchical organization, the messages would flow from higher
levels to Lower levels and vice versa. For this, there is always a set of procedures, which
terms as Proper channel.
It means generally, higher authority not convey the message to workers at the lowest
level. It is convey to middle level and then middle level passes the message to supervisory
level, & then supervisory convey the message to worker at lower level.
Above is the formal communication which is passed out through proper channel. It
helps to achieve smooth working without any interruption.

Merits of formal communication:

1. Authentic information:
It is an officially recognized path of communication and, therefore, whatever information
flows in whatever direction (vertical, horizontal or lateral), it is presumed to be authentic.
2. Large geographical area:
Large organisations have branches spread over wide geographical areas. Formal
communication channels spread information over wide geographical areas.
3. Justify organisational hierarchy:
Who is to receive information from whom, where, when and to what extent is clearly
specified in the formal channels.

4. Coordination:
Formal channels coordinate the work of other functional areas and facilitate smooth
functioning of the organisation.
5. Control:
It helps in receiving right information at the right time and facilitates control of organisational
activities.
6. Filtering of information:
Only important information which top managers must know flows to them. They do not have
to, therefore, scan every information, relevant and irrelevant. This saves time which can be
spent on strategic issues.

Limitations of formal communication:

1. Information distortion:
When information passes through a number of levels, some of the information is lost in
transit and gets filled by some unintended information. There may be, thus, information
distortion. In some cases, information up to eighty per cent gets lost on the way.
2. Time-consuming:
As information passes through a number of levels, it is a time-consuming channel of
communication.
3. Expensive:

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It is an expensive channel of communication as it requires lot of paper and administrative

work.
4. Lack of personal touch:
People at the top and bottom communicate with each other through formal channels only.
They do not get to talk to each other personally. Lack of personal touch restricts free flow of
information in the organisation. Formal communication channel cannot be avoided. Efforts
should be made to reduce its limitations and make it an effective channel of communication.

Informal Communication
It is an unofficial channel of communication that arises out of socio-
psychological needs of people to interact with each other. It is an important and spontaneous
outgrowth of formal channels of communication. It emphasises more on the person than
position. It arises when people of common nationality, caste or religion interact with each
other or when they share a car pool or meet each other regularly in canteens, libraries, bus
stands etc.
Grapevine communication:
It is an informal communication network where information flows freely
throughout the organisation. Grapevine is the most common form of informal
communication. It connects people in the organisation and transmits information in every
direction: vertical, horizontal and diagonal.
It cuts across formal positions and facilitates social, personal and psychological
interaction amongst people. Though it travels faster than formal communication channel, it
also carries gossips and rumours with it. Grapevine communication normally occurs when
some change is introduced in organisational policies (change in office, automation etc.) and
people are located close to each other (as individuals or groups) in order to discuss matters.

Features of grapevine communication:

Grapevine communication has the following features:
1. It connects almost everybody in the organisation.
2. It flows in every direction – vertical, horizontal and diagonal.
3. It does not follow the official chain of command.
4. It is a fast channel of communication.
5. It generally occurs at the work site, though it may occur outside the organisation also.
6. It arises out of social and personal interaction amongst people in the organisation.
7. It is based on people than task.
8. It generally occurs orally.
9. It occurs in various forms known as communication chains.

ADVANTAGE OF GRAPEVINE OR INFORMAL COMMUNICATION

1. Interpret: The information is given by the top level management under the formal
system. It is easy for the employees to take the explanation by informal system. So this
system plays a vital role to complete the work properly
2. Present grievance: Under the informal system the employees disclose their needs,
sentiment and their emotions to others authority without feeling any hesitation.
3. Alternate system: The management sometimes does not able to reach all information
by formal system. Informal system covers the gap or familiarity of formal system.

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4. Improved relationship: Any problem between the workers and the management can
be solved by informal system. So it makes good relationships among the employees
and the management.
5. Increase efficiency: Under the informal system, the employees discuss their problem
openly and they can solve it. For this, the work is done properly and it develops the
efficiency of the employee.
6. Providing recommendation: In this system the employees inform their superior about
their demands, problem and the way to develop the implementation system of the
work. As a result it creates an opportunity to send the recommendation to their
management.
7. Flexibility: Informal communication is more flexible than formal communication
because it is free from all type of formalities.
8. Rapid communication: Informal communication transmits very fast. Especially miss-
information or rumor spread rapidly to others in the organization.

DISADVANTAGE OF GRAPEVINE OR INFORMAL

COMMUNICATION
1. Spread rumor: In this system, the miss-information or rumor spread rapidly. The
original information may be transformed to wrong information.
2. Misunderstanding: Under this system, generally, the employees do not obey the
formal authorization system. So it creates the opportunity to develop misunderstanding.
3. Maintaining secrecy is impossible: In informal communication system maximum
communication is made by open discussion. So it is impossible to maintain the secrecy
of the information.
4. Difficulty in controlling: Under informal communication system no established rules
or policy is obeyed. So it is very much difficult to control the information.
5. Non-cooperation: Informal communication system sometimes develops the adversary
culture among the employees. So they are not to be cooperative with each other and
their efficiency may be reduced.
6. Others: Providing partial information. Not reliable. No documentary evidence.
Damaging discipline. Contradicting to formal information etc.

Upward Communication
Upward Communication is the flow of information from the lower to the
upper level. In some instances the workers at lower level feels that the higher authorities
should show understandings. These thoughts or feelings may be the form of good suggestions
about the improvements in the work procedures, working policies, their aspirations,
expectations, from the management, their grievances requests etc.
These aspects must be addressed by higher authorities for smooth working and
achievements of what is aimed. This type of communication in the form of oral & written
also.

ADVANTAGES OF UPWARD COMMUNICATION

1. Development of plan: The information received from subordinate plays important role
to help development of planning of the organization.

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2. Providing suggestions and opinions: By upward communication system, subordinate

takes necessary suggestions and opinions from superiors about the work related issues
of the organization.

3. Motivating to employees: Upward communication system allows lower level staff to

express their attitude or opinion to upper level staff. As a result sub-ordinates are
influenced to work more towards fulfillment to target.

4. Providing constructive suggestion: All employees are supplied with constructive and
important messages that can help to implement the goals or objectives.

5. Decision making: Top level executives or superiors needed much information before
taking a decision on a particular issue. Subordinates supply this information through
the help of upward communication.

6. Providing feedback: The subordinate’s reaction is returned to the superior in this

communication system. So, top level management can decide what to do and what not
do clearly understand and followed.

7. Creating favorable environment: Upward communication helps to develop a

favorable working situation in an organization by creating a good relation among all
employees.

DISADVANTAGES OF UPWARD COMMUNICATION

1. Changes of information: In upward communication subordinates may change their
accurate information. So, top executive cannot take accurate decision.

2. Unwillingness: Sometimes subordinates don’t send the information to their superior

willingly. So, communication system may be disrupted.

3. Fear of inefficiency: The main problem of the upward communication is fair to

superiors. Generally superiors make a question about the employees work position and
efficiency. Many employees fear to communicate and share their ideas, constructive
suggestions and opinions with the superiors.

4. Indiscipline: Sometimes employees communicate directly to superior by avoiding

proper channel or chain of command. Here disciplines are not properly maintained.

5. Bypassing: In the process of upward communication, sometimes workers directly

approach the top most authority with their suggestions or by passing their immediate
boss. This is harmful to any organization.

6. Delay: It is an important limitation of upward communication is the long and slow

movement of information to the higher authority.

Downward Communication
In this type of communication the flows from the higher authorities to lower
authorities. People in the managerial level pass on their orders, directives or instructions
about all the aspects work. They lay down the procedures to be followed for achieving the
work targets or objectives of the organization. They also communicate with their

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subordinates as update their knowledge about the work through lectures, classes etc. For this
purpose oral as well as written media such as face to face talks, over the telephonic
conversations, circulars, notice, audio visual aids, are used.

ADVANTAGE OR MERITS OF DOWNWARD COMMUNICATION

Downward communication benefits the organization in many different ways.
Through this communication, superior provide necessary information and directives to the
subordinates. The major advantages of downward communication are highlighted below:
1. Delegating authority and responsibility: Delegation means entrusting the
subordinates with some responsibilities along with due authority. It is essential to make
the subordinates capable in performing their jobs. Since downward communication
starts form higher level, it helps mangers in delegating authority and responsibility to
the right persons.

2. Marinating discipline: Downward communication occurs in conformity with

officially recognized rules and regulations. So it helps in establishing official discipline
in the organization.

3. Increasing efficiency: Downward communication provides necessary guidance,

orders, instructions and explanations of various complex issues to the subordinates that
ultimately increase the efficiency of the employees.

4. Informing organizational plans and procedures: In an organization, the top-level

executives develop the plans, policies, strategies, procedures etc. downward
communication plays a significant role in communicating those plans, policies,
strategies’ and procedures to the lower levels of the organization.

5. Explaining the complex issues: Sometimes subordinates need explanation of

organizational policies and procedures. In such situations, managers rely on downward
communication to provide necessary explanations and analysis.

6. Issuing orders and instructions: Downward communication is the only means to

circulate various orders, instructions, guidance and advices to the subordinates.
Without downward communication, organization is like a boat without boatman.

7. Avoiding by-passing of hierarchy: Downward communication takes place by

following the established chain of command of the organization. Thus, it reduces the
chance of sending message to someone through by-passing the immediate subordinate.

DISADVANTAGES OR DEMERITS OF DOWNWARD COMMUNICATION

Though downward communication provides many advantages to the organization, it is not
free limitations. Its main limitations or disadvantages are discussed below:
1. Time consuming: Downward communication is a delayed process. In this
communication, information flows through different levels of hierarchy. As a result,
when information reaches to the lower level workers, it may have lost its significance
or utility.

2. Distortion of information: Downward communication also suffers form problem of

distortion of message. People have the tendency to modify or manipulate information.

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Business Communication (Chapter II) Communication in organization

Therefore, information is passed from one individual to another or form one level to
another, authenticity of information is lost.

3. Lack of explanation: In most cases, downward communication contains messages

without necessary explanation and clarification. For this reason, subordinates fail to
understand the message accurately.

4. Deterioration of relationship: Heavy reliance on downward communication also

deteriorates labor-management relationship. Because, it does not provide any scope of
direct communication between them.

5. Lack of feedback: Absence of feedback is another major drawback of downward

communication. The top-level executives usually place little or no importance to the
messages received from subordinates. Superiors hardly seek feedback from the
subordinates. Due to negligence of the superiors, subordinates also seldom send
feedback. As a result, communication becomes ineffective.

6. Lack of enthusiasm: Managers send orders instructions and advices to the

subordinates through downward communication. This form of communication
energizes and activates the employees. Therefore, delay in the downward flow of
information adversely affects the enthusiasm of the employees.

Horizontal Communication:
Horizontal communication is the transmission of information between people,
divisions, departments or units within the same level of organizational hierarchy. You can
distinguish it from vertical communication, which is the transmission of information between
different levels of the organizational hierarchy. Horizontal communication is often referred to
as 'lateral communication.'
Advantages
Horizontal communication presents some distinct advantages. It decreases
misunderstanding between departments working on the same project, thereby increasing
efficiency and productivity. It may result in better implementation of top-level decisions
because employees on lower levels are permitted to coordinate directly with each other in the
implementation of the decision made at the top. Horizontal communication facilitates
teamwork if a project requires tasks from different people or departments. It may also
increase job satisfaction and motivation by creating more employee empowerment in
communication.
Disadvantages
Horizontal communication does come with some disadvantages. Management may
have a greater problem maintaining control as horizontal communication increases. This is, in
part, because management can derive much control and power if it controls the flow of
information. Horizontal communication can also create conflict between employees exposed
to each other through the communication process. It is also more time-consuming if vertical
communication is required to ratify decisions made during horizontal communication or to
confirm information received through horizontal communication. Finally, it may create a lack
of discipline if strict procedural rules of communications are not imposed and followed.

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