CHAPTER COMMUNICATION

TABLE OF CONTENTS

• What is communication
• Essential elements of communication
• Communication cycle/ process
• Types of communications
• Kinds and modes of communication
• Barriers of communication
• Skills required for effective communication
• Tips for effective communication with subordinates and seniors
• References

What is communication?

Communication is the exchange of ideas or feelings from one person to another.
It is the imparting or interchange of thoughts, opinions, or information by
speech, writing, or signs

Communication is individualistic-we all have our own world view

Communication involves verbal & non-verbal cues. Communication cycle consists
of specific stages, for example ‘spoken-heard-understood-agreed to-acted on-
implemented’

Effective communication is all about conveying your messages to other people
clearly and unambiguously. It's also about receiving information that others are
sending to you, with as little distortion as possible.

Essential elements of communication

Essential elements of communication contain a sender, a medium and a receiver. A

sender is the one who produces and sends a message. A sender can be individual,
group, institute or organization, medium is a mode or means of passing the message. A
receiver is the one who receives message. We can explain that communication is a
process used to timely and properly exchange information between a sender and a
receiver to achieve a desired goal.

Communication cycle/ process

 from Feedback
sender

Communication is the process of linking between senders and receivers of the

message. The communication process is made up of four key components. Those
components include encoding, medium of transmission, decoding, and feedback. There
are also two other factors in the process, and those two factors are present in the form
of the sender and the receiver. The communication process begins with the sender and
ends with the receiver. The communication process has a dynamic of its own. The
process goes through several phases.

The sender is an individual, group, or organization who initiates the communication.

This source is initially responsible for the success of the message. The sender's
experiences, attitudes, knowledge, skill, perceptions, and culture influence the message.
"The written words, spoken words, and nonverbal language selected are paramount in
ensuring the receiver interprets the message as intended by the sender" (Burnett &
Dollar, 1989). All communication begins with the sender.

Here is a description of those phases.

1. The sender has an idea.
The intent of this phase is to start the process at a time when a sender intentionally
decides to send a message to someone else. So, the sender has an idea.

2. The sender encodes the idea.

Human beings are not a telepathic breed. They do not transmit pure ideas from one’s
brain to another. Human beings have learned to transmit symbols, representations of
their ideas. These symbols are varied. The responsibility of the sender to choose a code
that will best carry the message is obvious.
When encoding one’s idea, one has to pick the code that will fit the message and that
will allow the receiver to understand. So, the sender encodes the message.
3. The sender transmits the message
In order for the sender to transmit the encoded message, the sender has to choose a
channel, a medium through which to send the message. Senders can send information
verbally or nonverbally. In nonverbal communication, messages are sent through
gestures, tone of voice, use of space, etc. In verbal communication, messages are sent
through speeches or through documents. In all case, messages are sent through a
variety of media such a telephones, computers, papers, faxes, radios, videocassettes,
DVDs, CDs, etc. Some channels are better suited for some messages than others. A five-
page memo is a poor choice for an invitation to lunch. The characteristics of each
medium somewhat dictates its ability to serve a given purpose. These characteristics
describe the richness of a medium.

A rich medium is one that (1) can convey a message using more than one type of clue
(visual and verbal and vocal), (2) can facilitate feedback, and (3) can establish personal
focus. The richest medium is a face-to-face conversation. Face-to-face conversations
allow the receiver to get the sender’s message verbally, through the words spoken,
nonverbally, through the facial expressions or the gestures, and vocally, through the
tone of voice or the pace of the speech. Face-to-face conversations allow for immediate
feedback from the receiver and allow the sender to control some of the environmental
noises. Face-to-face conversations can be personalized by the sender to each receiver
involved. The leaner medium is a mass mailing or any kind of unaddressed documents.
Junk mails send the message only in a written format, without possibility of feedback,
without control of noises, without personal touches.

In addition to its richness, the medium chosen should be analyzed for its other
characteristics. The speed of the medium may be criteria for its choice. How quick is a
message prepared on a given medium (memo versus formal letter) or delivered (email
versus snail mail) may be the reason to choose that medium. The ability of the medium
to be permanently kept may be criteria for its choice. Whether a record of the message
can be kept on a given medium (3M note versus email) may be the reason to choose
that medium. Other criteria include the medium’s feedback capacity (telephone
conversation versus letter), the medium’s capacity to convey the intensity or the
complexity of a message (causal conversation versus formal written report), and the
medium’s level of formality (email versus formal letter) or level of confidentiality (sealed
hand-delivered letter versus fax).
The sender is responsible for choosing the medium that will convey the message
efficiently and effectively. When choosing a media, one has to choose one that will
convey the message properly to the intended audience. So, the sender transmits the
message.

4. The receiver gets the message

Unless he or she has a hearing problem or he or she is affected by noises distorting the
reception of the message, the receiver receives the signal sent by the sender.

5. The receiver decodes the message

The receiver always decodes the message using his or her own knowledge of the code
used to encode the message.
The receiver chooses the code he or she will use to decode the message. Choosing the
wrong code is like using the wrong key: the message will not yield its secret if the wrong
code is used. The receiver will choose a code based on his or her background and his or
her environment. The receiver has the responsibility of choosing the right code to
decode the message. More fundamentally, the receiver also has the responsibility of
listening to the sender. So, the receiver decodes the message.

6. The receiver sends feedback to the sender

Using the same phases as the sender, the receiver send a message back to the sender
providing information on his or her level of comprehension of the message.

Types of communications

Communication is generally classified into a couple of types. The classifications include:

• Verbal and non-verbal

• Technological and non-technological
• Mediated and non-mediated
• Participatory and non-participatory

However, the commonly known types of communications are

Intra-personal communication: This implies individual reflection, contemplation and

meditation. One example of this is transcendental mediation. According to the experts
this type of communication encompasses communicating with the divine and with
spirits in the form of prayers and rites and rituals.

Interpersonal communication: This is direct, face-to-face communication that occurs

between two persons. It is essentially a dialogue or a conversation between two or
more people.

It is personal, direct, as well as intimate and permits maximum interaction through

words and gestures. Interpersonal communications maybe:

Focused Interactions: This primarily results from an actual encounter between two
persons. This implies that the two persons involved are completely aware of the
communication happening between them.

Unfocused interactions: This occurs when one simply observes or listens to persons
with whom one is not conversing. This usually occurs at stations and bus stops, as well
as on the street, at restaurants, etc.

Non verbal communication: This includes aspects such as body language, gestures,
facial expressions, eye contact, etc., which also become a part of the communicating
process, as well as the written and typed modes of communications.

Kinds and modes of communication

External Communication- Any exchange of information, or even advertising of any
sort that an organization establishes with the people outside the organization can be
termed as external communication
Modes of external communication-
1. Print Media – Newspaper, magazines, fliers, brochures, newsletter, & catalogues
2. Electronic media – Internet, Telephone, Television, Radio
3. Non-conventional – Promotional events, Cultural festivals, setting up hoardings
etc

Internal Communication - Communication within the organizational structure or a
corporate company is called internal organizational communication.
Modes of internal communication-
1. Print – Memos, in-house newsletters, fliers, magazines or leaflets
2. Electronic – Power point presentations, video conferences, telephone, fax,
emails, internet
3. Personal Communication – Regular meetings, conferences, brain storming
sessions or even informal chats or one on one sessions

Modes of non verbal communication
1. Visual communication
2. Tactical/ Physical

3. Vocal

4. Space

Barriers of communication

Physical barriers are often due to the nature of

the environment.
Thus, for example, the natural barrier which
exists, if staff are located in different buildings or
on different sites.
Likewise, poor or outdated equipment,
particularly the failure of management to
introduce new technology, may also cause
problems.
Staff shortages are another factor which
frequently causes communication difficulties for
an organisation.
Whilst distractions like background noise, poor
lighting or an environment which is too hot or
cold can all affect people's morale and
concentration, which in turn interfere with
effective communication.
System design faults refer to problems with the
structures or systems in place in an organisation.
Examples might include an organisational
structure which is unclear and therefore makes it
confusing to know who to communicate with.
Other examples could be inefficient or
inappropriate information systems, a lack of
supervision or training, and a lack of clarity in
roles and responsibilities which can lead to staff
being uncertain about what is expected of them.

Attitudinal barriers come about as a result of

problems with staff in an organisation.
These may be brought about, for example, by
such factors as poor management, lack of
consultation with employees, personality conflicts
which can result in people delaying or refusing to
communicate, the personal attitudes of individual
employees which may be due to lack of
motivation or dissatisfaction at work, brought
about by insufficient training to enable them to
carry out particular tasks, or just resistance to
change due to entrenched attitudes and ideas.

OTHER COMMON BARRIERS TO EFFECTIVE COMMUNICATION INCLUDE:

Psychological factors such as people's state of mind. We

all tend to feel happier and more receptive to information
when the sun shines.
Equally, if someone has personal problems like worries
about their health or marriage, then this will probably
affect them.
 Different languages and cultures represent a national
barrier which is particularly important for organisations
involved in overseas business.

Individual linguistic ability is also important. The use of

difficult or inappropriate words in communication can
prevent people from understanding the message.
Poorly explained or misunderstood messages can also
result in confusion. We can all think of situations where
we have listened to something explained which we just
could not grasp.

Physiological barriers may result from individuals'

personal discomfort, caused, for example, by ill health,
poor eye sight or hearing difficulties.

Presentation of information is also important to aid

understanding.

Skills required for effective communication

Knowing what to communicate – It is very important for a sender to know what he
or she intends to communicate to the receiver. Based on which the message needs
to be framed and then transmitted to the receiver.

Knowing the appropriate medium to communicate – Choosing appropriate means or

mode of communication plays a very important role in helping the receiver
understand or interpret as the message was intended while sent by the sender.

Listening carefully and attentively - Listening to the message received carefully and
attentively will give scope for better interpretation of the message sent and
preparation for apt feedback to the message received.

Not being judgemental – It is very important to receive the message without any
judgement about the sender or about the message sent. On receiving the message
or while sending the message being judgemental about the sender or the receiver by
either of them would led to misinterpretation of the actual message.

Tips for effective communication with subordinates and seniors

• Provide Right Climate - environment or atmosphere for the for them to express
and discuss with you as team leader or project lead
• Back communication with action- On discussing with juniors or seniors plan
action chart for execution.
• Give and Solicit Meaningful Feedback – appropriate repetition of the message
and feedback to the message received from the juniors or seniors during a
conversation would make the communication process more effective.
• Adapt to Diversity of Communication Styles – adopting suitable styles and
method to communicate will help the receiver interpret the message correctly.
• Clarity in thought & action – while revert after discussion it is important to be
clear in thoughts of expectations and next actions.
• Counseling – the ability to counsel helps people to take positive attitude towards
life

Reference

• http://web.njit.edu/~lipuma/352comproc/comproc.htm - dtd 15-10-09

• http://www.bing.com/images/search?q=SENDER+AND+RECEIVER+IN+COMMUN
ICATION+&FORM=SSIR#focal=d142369a1551efb58c7df7ae6f1552b0&furl=http%
3A%2F%2Fwww.pathways.cu.edu.eg%2Fsubpages%2Ftraining_courses%2FCom
munications7%2Fimages%2FC_I_Page_01.jpg – dtd 15-10-09
• http://www.nova.edu/studentleadership/development/forms/send_receive.pdf
-dtd 15-10-09
• http://www.communicationskills.co.in/types-of-communication-skills.htm