.
Communication
Definition, Elements, Process, Types,
Channels etc.
1. What is
communication?
The word communication has been derived from the Greek word
‘communis’ which means ‘to share’. So communication means to share information
with others around us. We may use the verbal or the non-verbal medium for the
purpose. If we decide to use the verbal medium, we may choose the oral or the
written medium. But the essential thing is that we should pass on or ask for
some sort of information.
Communication is a concept which, though very
familiar, is very difficult to define precisely. A large number of scholars
have tried to define it but every definition given by them has been found to be
inadequate and subjected to criticism. Given below are some definitions and the
reactions to those definitions.
According to Peter Little,“Communication is the process by which information is
transmitted between individuals and/or organisations so that an understanding
response results.”
But this definition has been criticised on the ground that
it does not specify what the information is about. Besides, the response received is not always an
understanding one
W. H.
Newman and C. F. Summer have given the following definition: “Communication
is an exchange of facts, ideas, opinions or emotions by two or more persons.”
But the communicator does not transmit only facts, ideas, opinions or
emotions. He also transmits his attitude and frame of mind which, in some
cases, may be even more important than the information. You may shower glowing
praise on somebody but in an ironical tone. In this case, the words matter
little. It is the tone that matters. A man may boast of bravery but his facial
expressions may betray his cowardice. Again, the facial expressions are more
important than the information he is giving. This definition also does not say
anything about the purpose of communication and the importance of feedback.
The definition given by William Scott is more comprehensive than these two. “Administrative
communication is a process which involves the transmission and accurate
replication of ideas ensured by feedback for the purpose of eliciting actions
which will accomplish organisational goals.”
This definition makes four major points:
1. Communication involves
communication of ideas.
2. The ideas should be
accurately replicated in the receiver’s mind for communication to be
successful. That means that the receiver should get exactly the same ideas as
were there in the sender’s mind.
3. The sender is assured
by feedback that the replication of ideas has been accurate. This is very
important because it means that communication is a two way process. It is not
complete until the receiver gives the feedback.
4. The purpose of
communication is to have some action or actions performed.
Even this definition has been subjected to criticism on two counts.
1. It does not say
anything about opinions and emotions. The concept of ideas must be expanded to
include these too.
2. Even in administrative communication, the purpose is not always to get actions
performed. It may be to get
information or to convince somebody of the correctness of your point
of view and make him agree with it or just to unburden your heart or win somebody’s
sympathy.
We can say that it is impossible to give a
comprehensive definition of communication which covers all its aspects. It is
so vast a term that, howsoever hard we may try, something or the other is
always left out.
…………………………………………………………………………………………………………
2. Elements of Communication
Communication is made possible by the
presence of certain elements in the absence of which there can be no
communication. Even if one of them is not there, no communication can take
place.
1. Sender –The
sender is the person who initiates communication. If there is no one who wants
to share some kind of information, no communication can begin. It is only
because somebody has some idea, emotion, wish, thought etc. which he wants to
share with somebody else that the process of communication is set into motion.
For communication to be successful and fruitful, the sender must be clear in
his mind about what he wants to communicate. Otherwise, he will not be able to
communicate effectively.
2. Idea – We eat because we feel hungry. It is our hunger which impels us
to eat. Similarly, the sender begins the process of communication because he
feels the urge to share some idea, emotion, or thought with somebody. Unless
the sender has some information to share, there would be no need for him to
start the process of communication. The idea is the starting point of any
communication. If there is nothing to be shared, where is the need to
communicate?
3. Code – No
communication is possible without a code. The code is a set of signs, signals
or symbols and an accompanying set of conventions accepted by a specific
community which assign meaning to them. No message can be communicated without
the help of a code. In the case of a language, the code is the vocabulary and the
grammatical rules of the language. The code helps the sender to encode the
message and the receiver to decode it and get the meaning encoded by the
sender. If there is no code, how will the sender give shape to his idea? And
how will the receiver decode and get to know what he is communicating. The code
is the box into which the sender locks the idea to be sent to the receiver as
well as the key with which the receiver unlocks the message.
For communication to be successful, both
the sender and the receiver must share the same code. If they possess different
codes, they will not be able to communicate. Moreover, communication cannot be
fully effective if their knowledge of the code is not adequate.
4. Medium – Medium is the set of signals which gives a tangible form to the
idea. These signals may be vocal or graphic. Oral communication makes use of
vocal signals and written communication uses graphic signals. Signals used for
non-verbal communication are also graphic. Voice is the medium we use for oral
communication and letters are the medium used for written communication. The
medium used for non-verbal communication is the gestures or some other kind of
signs or signals. Without them, communication cannot happen.
5. Channel – Message cannot travel from the sender to the receiver
without the use of a channel. In oral communication, this medium is the air
which carries the sound signals from the sender to the receiver. In distance
communication, the telephone serves as the channel. Mail or some other agency
which carries the written message to the receiver is the channel for written
communication.
6. Receiver – Just as there can be no communication without the sender who
wants to share some information, there can be no communication if there is no
one that he wants to share it with. One does communicate with the air or the
walls.
7. Feedback – Feedback is also an essential element of communication.
Communication is not complete until the sender gets to know the response of the
receiver to the communication he has started. It is with the receiving of the
feedback that the circle of communication becomes complete.
………………………………………………………………………………………………………………………………
3. Process of
Communication
Communication is a
complex process which includes a number of activities. But these activities are
performed so spontaneously, so naturally, so effortlessly that we are hardly
aware of them. It is indeed surprising that we do all these things without much
effort. The different activities into which communication can be split are
discussed below.
Ideation
– Communication
begins with the emergence of an idea. Somebody suddenly becomes aware that
there is some idea or emotion etc. which he wants to share with somebody or
that he needs some information which he must obtain from somebody. It is this
urge which makes him take the next step. But for communication to be
successful, he must have a clear understanding of what he wants to share or
what information he needs to have. If he himself is not clear, he will not be
able to communicate it clearly to the other fellow.
Encoding – After the sender gets
the idea to be shared, he takes the next step. He decides which code he is
going to use. And having decided it, he proceeds to choose the symbols of that
code which he thinks can correctly transfer the idea to the receiver. To be
able to do so, he must have a clear and adequate knowledge of the code. Here,
it is important that the sender and the receiver must share the same code. For
successful communication, he must also know how much knowledge the receiver has
of that code because if he chooses symbols that the receiver cannot interpret,
communication will not be successful or it will be only partially successful.
Sufficient knowledge of that code by the receiver is also a pre-requisite of
successful communication.
After encoding, the idea becomes a message which now has to
be transmitted.
Choice
of the Medium –
Now, the sender has to decide which medium he is going to use to transmit the
message. He may choose to use the oral medium or the written one. He can also
choose some non-verbal medium like gestures or pictures etc.
Choice
of the channel – After the choice of the medium, the sender has to choose the
channel through which he wants to transmit the message. If he has chosen the
oral-auditory medium, he may choose to speak face to face with the receiver or
use the telephone in case the receiver is not available for face to face
conversation. If he has chosen the written medium, he may write a letter and
send it by mail or email or fax it. The choice of the channel depends on the
circumstances of communication.
Transmission – After making all these decisions, the sender
actually transmits the message he has framed through the channel that he has
chosen.
Reception – The message transmitted by the sender now reaches
the receiver. The reception of the message is the starting point of the role of
the receiver in communication. He hears the message or receives the letter or
the email and prepares to process it to be able to understand it.
Decoding – The receiver now
uses his knowledge of the code which the sender has used to interpret the
symbols that the sender has used. Decoding of the symbols yields the meaning
that the sender has packed into the message. The receiver is now in possession
of the message that the sender has sent.
Understanding – After getting
the message, the receiver interprets it in the textual as well as situational
context because the true meaning of a message can be understood only by
relating it to the context. The receiver also uses his previous knowledge and
past experiences to get at the full import of the message.
Reaction/Response – The understanding of the message generates a response/ reaction in the
reader. To believe or not to believe? To act or not to act? To supply the
information or not?
Feedback –
The receiver now proceeds to convey his response to the sender. At this stage,
the roles of the sender and the receiver are reversed. The receiver becomes the
sender and the sender becomes the receiver. Feedback is an essential part of
communication. Communication is not complete till the sender gets the feedback.
With the receiving of the feedback, one cycle of communication comes to an end.
If the sender is satisfied with the response and does not feel the need to
continue the communication any further, communication is complete. But if he
feels that further communication is required to achieve the purpose of
communication, he can begin a new cycle. These cycles continue till the sender
is satisfied that the purpose has been achieved.
4. Forms/Types/
Kinds of Communication
Verbal Communication:
Verbal
communication is communication which makes use of words to exchange ideas or
information. It can be oral as well as written because in both cases, we use
words to transmit our information. The term is often misused these days to
refer to oral communication. It is important to remember that written
communication is also verbal communication because it too uses words as the
vehicle of communication.
Verbal
communication can be divided into two types.
1.
Written
Communication – Written communication is communication which
uses the graphic
medium rather
than speech. It is effected by putting the words of some language on paper or some other
stuff by using some contrasting colour. We can write the message with our hand using paper and
pen or pencil. Or we can have it typed or printed. Written communication has some
advantages over oral communication. It is more reliable because there
is no
risk of a word being taken for another. It can be read as many times as the receiver wants
till he is satisfied that he has understood the message. And it can be used
as record for future reference.
However, illegible
handwriting or poor print can act as barriers in written communication.
Besides, it can be used only by educated or at least literate people whereas oral
communication can be used by all people whether literate or illiterate. Another
weakness of written communication is that it cannot be supported by
non-verbal communication in the form of body language.
Paralinguistic features like Pauses, Voice modulation, cannot be used. Punctuation, bold type,
italicisation etc. are poor substitutes for these paralinguistic features.
Quick
clarification is not possible.
2. Oral
communication – Oral communication is communication
effected through speech. It makes use of the oral auditory medium. Clarity of speech,
audibility and careful listening are the important factors for its success. It can be used by all irrespective of whether
they are literate or illiterate. But distance is a big barrier in the effectiveness of
oral communication. We can communicate orally with a person who is too far away
to hear our voice.
However, science and technology have
overcome this handicap. These days, we can use the telephone to have
oral communication with people sitting thousands of kilometres away from us. Or
we can have the message recorded and send the recording to the intended
receiver. Normally, it is a disadvantage of oral communication that it cannot be used as a
record of what transpired between two people. But these inventions have
overcome even this handicap of oral communication.
A big advantage of oral communication is
that it is supported by non-verbal communication which contributes a
lot to its success. Our gestures, facial expressions and the tone of our voice are much more effective in
communicating our emotions than any written communication can ever be.
Immediate clarification is possible.
Paralinguistic features can
be used to further clarify meaning.
Non-Verbal Communication:
Communication which is effected without using words is called non-verbal
communication. Most of the time, it is effected by using what we call the body language. Body language includes
gestures, eye movements, facial expressions, kinesics and proxemics which
always accompany verbal communication. It reinforces and
clarifies what we say through words. Even that part of the meaning during
verbal communication which is communicated through paralinguistic
features of language is sometimes included in non-verbal communication.
Non-verbal communication is generally used to support
verbal communication. It is rarely used as an independent means of
communication. Even when it is, it is not as efficient as verbal communication.
Its communicative role is mainly supportive. But it may sometimes be used
independently of verbal communication as in a mime or when two people who do not know
each other’s language communicate. There are some situations in which it is
preferred to verbal communication e.g. it may be resorted to for the sake
of secrecy by preventing overhearing. It is also used for
communication where the communicator cannot always be present to convey the message to
the intended receivers.
Signs, symbols, pictures graphs etc. are also used for
non-verbal communication. Road signs, the danger sign on electric poles and the
no smoking sign are some very familiar examples of communication through signs.
One way communicationOne way communication is communication in which a message is
transmitted by the sender of the message without expecting any feedback. It
is not
possible in one way communication to ensure that the message has been rightly
understood by the receiver. Therefore, it cannot be as effective as two way
communication as the message may be understood only partially or may sometimes
be totally misunderstood. However, it can be used in situations where there is no risk
of misunderstanding and no feedback is required. Generally, it is used in situations in
which it is not possible to give the feedback.
Two way communication
Two way
communication is communication in which the receiver, after getting the message, communicates his
response to the reader by way of feedback. Most of the time, the communication
we use is two way communication. In two way communication, the receiver of the
message sends his response to the sender by way of feedback. The receiver
can seek
clarifications if he has any doubts. Therefore, the risk of misunderstanding is
minimised.
The sender can also be sure that his message has been correctly understood. Besides, he gets the
information whether the required action will be performed or not. If need be, he
can make an alternative arrangement.
Formal communication
Formal
communication is communication in which the rules of the organisation for such
communication are adhered to. It follows the rules regarding who can
communicate with whom. It uses the channel – upward,
downward, horizontal or diagonal - and the medium – written or oral - prescribed by the rules. Any violation of the rules is
looked upon as an act of indiscipline or misconduct. In a business organisation, it helps
in ensuring
discipline and preventing any sensitive information from being leaked.
Upward communication
When a junior
communicates with a senior in an organisation, the communication is said to be
upward communication. It is used normally for supplying the
information that has been asked for, for communicating suggestions, complaints or demands; and to seek approvals or
sanctions.
The language in upward communication must be clear, polite and formal.
Downward communication
Downward
communication is communication in which a senior communicates with a junior. It
is used normally for communicating orders, giving instructions, explaining policy
matters, communicating plans, seeking information or calling for explanations. The language in downward
communications also needs to be clear and unambiguous. While politeness is appreciated, in exceptional situations,
one may have to be harsh as for example in cases of misconduct. But one must not be downright
insolent, rude or offensive. Even a senior should not hurt the self-respect of a junior because it
leaves a bad taste in the mouth and creates bitter relations in the
organisation.
Horizontal communication
Horizontal
communication is communication between functionaries of equal rank working in
the different departments of an organisation. When the director of one
department communicates with the director of another department, it is a case
of horizontal communication. Horizontal communication must be polite, clear, concise
and complete. It is used normally to seek and give information. The purpose is
generally to expedite matters and to avoid unnecessary delays in the interest
of efficient
working of
the organisation. It also promotes coordination between different departments which is very important
for the health of a business organisation. It leads to decentralisation of authority
which develops
a sense of responsibility among the workers at the junior level and gives them
a sense
of belonging.
Diagonal communication
Diagonal
communication is communion by a junior in one department with a senior in
another department or a senior in one department with a junior in another
department. Diagonal communication also expedites the flow of information and saves precious time
because the official concerned can communicate directly with the person who has
the information required. It promotes greater cooperation between different
departments and different levels. It also leads to decentralisation of
authority and devolution of responsibility. People at the lower ranks also begin to
experience the sense of belonging with the organisation.
Grapevine or Informal communication
Grapevine or
informal communication in an organisation is communication which does not follow any
rules and
does not move in any particular direction. In informal
communication, anyone can share any information with anyone irrespective of his rank. Information
communicated through this channel spreads very fast but it is not always authentic and
reliable.
Most of the time, it takes the form of rumours which have no basis in reality. People
working together often get opportunities to get together. It is natural for
them to fall into conversation on such occasions and exchange the information
they possess. More often than not, such information is some type of secret information which
they confide to their dependable friends. But the secret information secretly travels from
confidante to confidante until it reaches almost everybody.
Grapevine has
its advantages also. It acts as a safety valve through which the workers give expression to their
grievances against the management. It also acts as a source of feedback to the management
because, through it, the true feelings reach the management’s ears. It spreads
information very fast. It acts as a supplementary channel of communication. A suitable piece
of information
which cannot safely be communicated through formal channels can be
transmitted through this channel. Grapevine also promotes close
relations among the workforce and develops a sense of solidarity among them.
On the other
hand, it has some disadvantages too. Normally, the information circulated through
grapevine is distorted and incomplete. But it spreads with remarkable speed. Such rumours often
lead to strikes
and shows of resentment which prove damaging to the organisation. They affect the
relations between the workforce and the management adversely and result in
financial losses to the organisation.
Consensus
Consensus
is the
near unanimous opinion ascertained through informal consultations among the people
concerned. When it is felt that it is in the interest of the organisation to avoid controversy, the views of the people concerned
are obtained
through informal channels and then the opinion of the vast majority is accepted. It saves bitterness, controversy and divisions among the
workforce and protects the good reputation of the organisation by projecting an image of
solidarity and unanimity.
But as the
image of unanimity projected through consensus is often an illusion, those whose opinion
has not been accepted continue to burn inwardly. Discontent thus continues to simmer under
the surface and may erupt in a violent form any time. Consultations with the junior members before taking a
decision can also give them a false sense of importance and erode the image of the seniors who may
be thought of as incapable of taking decisions by themselves
Inter-personal communication
Inter-personal
communication is communication between two or more persons. The message is transmitted by
one person and the feedback is given by the other person. The communication that we
use most
of the time in real life is two way communication because it is rare for anybody to
try to communicate without there being somebody to communicate with. One does
not normally communicate with oneself as there is no information to be
transmitted.
Intra-personal communication
When a person
communicates with oneself, the communication is said to be intra-personal.
Intra-personal communication in real life is very rare because there
is generally
no need for
such communication. One need not transmit any information to oneself as one
already has it. However people do indulge in intra-personal communication
under stressful
situations when the self is divided, one part choosing one course of action and
the other recommending a different one. In a different kind of
situation, one may assume the role
of the receiver as well as the sender of the message. This is the case
when people
give vent to their grief or grievances
against others in loneliness. Brutus’ famous soliloquy in Shakespeare’s play Julius
Caesar is a very fine example of intra-personal communication.
Group Communication
Group communication is communication between an individual
and a group or between two groups. In the first case, we have one person communicating
with a group of people. For example, when a speaker addresses an audience, the
communication is group communication. In the second case, we have a group of people on both
sides.
The members of the two or sometimes more than two groups may speak by turns or out of turn as they can
think of something to contribute something to the exchange of information taking
place.
Another form that group communication can take is when
the members of a group communicate among themselves as for example in
a group
discussion or a meeting.
Saves time. Message can be transmitted to many people at the
same time.
Face to face
communication In face to face communication, the communicating parties are
present at one place and can see one another. Face to face
communication is quick, clarifications are possible, feedback is immediate and the advantages of body language supporting oral
communication are also available. As it brings people into direct contact with one another,
it promotes close relations and mutual cooperation. Chances of misunderstanding are
non-existent.
Visual communication
Visual communication is
communication in which the message is transmitted through signals which can be seen
rather than heard or read and received through the eyes instead of the ears. Visual communication
has the advantage that it can be used even by those who cannot read or
write.
Even the knowledge of a language is not required for communicating through
the visual medium. The signals used for visual communication are gestures, eye movements,
signs, pictures, graphs, maps and symbols. Visual communication is
rarely used independently. It is used normally to support and supplement verbal
communication. When used for that supplementary function, it increases the
force and clarity of verbal communication. The best thing about it is that
it does not have to be learnt. A major part of visual communication is instinctive and spontaneous. Mime in which emotions
and ideas are communicated through facial expressions, gestures and actions is
a very old form of visual communication. The danger sign, the no smoking sign and
road signs are other instances of visual communication which everyone is
familiar with.
Although visual communication is instinctive and spontaneous
for the most part, perfection in it can only be achieved through
instruction and practice. A skilful artist can make it even more effective than
verbal communication because what we see leaves a more lasting and deeper
impression on the mind than the best of words
Audio-visual
communication
Audio visual communication is the most powerful means of communication,
especially with the masses. It makes use of the sense of sight as well as sound. Visual communication alone is not as powerful as it becomes when it
is supported by the auditory medium. People generally
do not take purely visual communication seriously. They tend to ignore it most of the time. But
when it is accompanied by explanation and interpretation, it becomes a force to reckon
with. Visual signals are difficult to
interpret sometimes because they lack clarity. But that
vagueness vanishes when they are properly explained through the audio medium. We generally tend
to ignore the fact that all face to face communication is in fact audio visual. Body language is an
important part of face to face communication and it is visual in nature. If the
spoken part of audio visual communication clarifies the visual message, the
visual part makes the audio message memorable, powerful, durable and hard to
forget.
Silence
That we can communicate through silence sounds paradoxical at first. But there are
times when silence speaks more eloquently than words. The most important use of silence is in the form
of pauses before and after making an important point in a speech. The
pause before it creates suspense regarding what the speaker is going to say.
It raises the audience’s expectations and fills them
with curiosity. The pause after it signals that the
speaker has said something very important and he is giving the audience time to assimilate it and understand its
importance.
There are also some feelings which can best be expressed through silence. Shyness, anger, resentment,
lack of interest can be communicated very effectively through silence. If we
are angry with somebody, we simply turn out back and refuse to respond to what
he says. If an elder arrives while we are talking, we suddenly stop talking out
of fear or respect. Sometimes the best way to refuse a request for something is
to keep silent
Computer aided
communication
Computer aided communication has completely changed the
scenario of communication. With the big strides of communication technology,
communication has become so fast that it has changed the world into a global
village. With the advent of the social media, it has assumed a force that can
change public opinion so effectively and so quickly that no public figure can
do without it. Every political party depends on computer aided communication
these days than on any other form of public communication. It has destroyed the
barriers of time and space. It is the quickest means of communication these
days. It has also provided us with a better method of keeping record of valuable information.
Information which needed tons and tons of paper to be recorded now requires
only a small piece of computer hardware.
But it has got its disadvantages also. Its legal validity is doubtful. Then there is always
the risk of leakage of sensitive information. Hackers are always active to
ferret out such information and in spite all the security measures that have
been put in place, they do succeed every now and then in their diabolical
designs. Virus is another threat to computerised data and it takes almost no
time to destroy data that has taken years to compile.
Internal communication
Internal communication is communication within the
organisation. When somebody working in one department of an organisation
communicates with a person in another department, or when people working in the
same department communicate with one another, the communication is internal
communication. Internal communication does not involve any person who is not a
part of the organisation.
Effective communication within the organisation is very
important for the successful working of any organisation. It is important
for all the departments and all the
branches to know what is happening and how things stand in the other
departments or branches. This cannot be ensured without effective
internal communication. If the right hand in an organisation does not know what
the left hand is doing, the result will be total chaos.
The central management also
has to keep in touch with all the
departments and branches. It has to communicate to them the
decisions taken, communicate and explain the policies
and plans and seek feedback about their success or failure. It has
also to keep track of what is happening in
the different departments and branches, and what their requirements and problems are. It has to issue instructions and orders, provide guidance to and
supervise the goings on in all the departments and branches.
On the other hand, people in the different departments also
have to seek guidance, clarifications and
instructions from the management, and to convey feedback about the
working of their respective branches and departments. They have to communicate their requirements, problems, complaints
and grievances to them. For all these purposes, internal
communication is indispensable.
External communication
A business organisation also has to communicate with a large
number of people who are not regular employees of the organisation.
Communication with these people is known as external communication. Business
organisations have to keep in touch with people
in a large number of government departments, with banks and other financial
institutions, with their dealers, customers and suppliers, with newspapers,
with specialists in different fields for their advice and so many
others. Communication with these people is as important for the success of the
business as internal communication. It is not possible for any business
organisation to survive in the modern competitive world, let alone grow and
prosper, without effective and fruitful external communication. Such
communication is necessary for getting
licences, seeking approvals and sanctions, promoting sales, getting adequate
finance at reasonable rates of interest, keeping in touch with the latest
advancements in technology, sorting out problems with the different types of
people and agencies and so many other purposes. No organisation can
choose to do without external communication. It simply cannot.
Definition,
govt. depts., banks, lawyers, dealers, customers, suppliers, experts,
newspapers
Purposes - Seeking approvals / licences;
cheap finance
5. Significance
of Communication
No man is an island. Man is a social animal. He cannot live
without communicating with others around him. While this has been a fact of
human existence ever since man’s emergence on the earth, the importance of
communication has immensely increased in modern times. Developments in the
field of communication technology have turned the world into a global village
which has further increased the need for and importance of communication. There
is no segment of our life in which communication does not occupy an important
place.
Significance
for business:
Even in the olden days when
business used to be small and localised, communication was indispensable for
its conduct and growth. Business owners had to communicate effectively with the
customers to know their needs, to settle prices, with the suppliers to apprise
them of their needs and negotiate prices and with the workers if any to give
them instructions. But the importance of communication has increased manifold
with the growth in the size and complexity of business establishments. Let us
have a look at how these developments have contributed to the importance of
business.
A. Importance
of Internal Communication
1. Growth in the size of business and
communication – Modern business enterprises are giant
sized entities rather than one man or family shows. They have hundreds and
thousands of branches located sometimes not only in different parts of a
country but in different countries. The number of people working in them runs
into thousands, even millions. All these people and branches have to keep in
constant touch with one another for the successful conduct of its activities.
The central management has to communicate plans and policies to them and to
seek feedback. They have also to control, supervise and coordinate their
activities. The branches and the workers have also to keep in touch with the
central management to communicate to them their problems and requirements and
to seek guidance from them from time to time. The branches too have to be in
constant touch with one another. All this is not possible without effective
and efficient communication. Therefore the need for good communication skills
by the personnel working in them has increased manifold. Today, it is not
possible for any business worth the name even to survive, let alone grow and
prosper.
2. Growth in complexity – In the
olden days, one man used to take care of every activity like planning, production, purchase, sales, accounts,
advertisement etc. But modern business has become so complex
that every activity needs to be handled by
specialists. As a result, different
departments manned by specialists are needed to handle these
activities. For the smooth working of any business enterprise, activities of
these departments need to be efficiently
coordinated. This goal cannot be achieved without effective communication
among them which allows different departments to know how things stand in the other departments. In the
absence of such knowledge, different departments may work at cross purposes resulting in the wastage of valuable
resources.
3. Harmonious relations and healthy work
environment – Effective communication is also required to
maintain healthy and harmonious relations among the staff and between the
workers and the management. Efficient
communication brings the
people in the different departments of an organisation closer to one another resulting in greater
cooperation among them. Efficient communication is also necessary to
maintain harmonious relations between the
workers and the management. The workforce cannot
bring their problems and expectations to
the notice of the management without it. Similarly, the management has to assure the
workforce that it is aware of their
problems and is doing everything possible to ensure their welfare.
The management also needs to be aware of the
capabilities as well as the limitations of the workforce so that
they may be able to utilise the
former and not make any unreasonable
demands from them. The workforce
also must be aware of the limitations and problems of the management so
that they do not expect too much from
them. All this cannot happen without effective communication.
B. Importance
of External Communication
1. Dealings
with government departments – Modern businesses have to deal with a large
number of government departments like
the income tax department, the sales tax department, the licensing department,
the customs department, banks and many others. Difficult situations frequently crop up during the course
of these dealings. They require tactful
handling which is not possible without excellent communication skills.
2. Dealings
with distributors, retailers and customers – To promote the
sales of their products, business organisations have to communicate regularly
with the distributors and retailers who sell them and the customers who use
them. They have to explain the advantages and benefits of using their products
rather than those of the other competing brands. Convincing them of the
superiority of their products needs great persuasive power which is not
possible without excellent communication skills.
3. Keeping in touch with latest research – In this age of
cut throat competition, businesses have to keep in touch with the latest
technological and scientific developments which enable them to cut costs or
improve quality. New technologies are being developed with the rising of every
new sun. An establishment which does not care to make use of these inventions
is likely to lose the race sooner rather than later. Without good communication skills, it is not possible
to keep pace with the latest research in these fields.
4. Availing the services of specialists – In this age of
specialisation, business houses have to hire the services of a large number
of experts and specialists who
are not a part of their establishment. Good communication skills are needed to
avail their services without incurring too much expenditure.
C. Importance
for the individual –
1. Getting a job – Employers these days have realised the
importance of good communication skills. Possession of good communication skills
is the thing which they attach the greatest importance to at the time of
recruitment. Communication skills are valued by them even more than academic or
technical knowledge, willingness to cooperate, ambition and drive, leadership
qualities etc. Having command over these skills helps a job seeker more than
any other qualification.
2. Promotion – Linguistic and communication skills also help an
employee to get quicker and more promotions. This is so because the other
skills can be used to the greatest advantage if one has good communication
skills.
3. Communication based professions – There are certain
professions in which success depends more on the possession of good
communication skills than anything else. Teaching, advertising, public relations,
sales, law etc. are professions in which no one can hope to achieve success
without being exceptionally good at communication skills.
D. Importance for society
1. Emergence of society - It would not be wrong to describe
society as the product of communication. Really, it is the ability to communicate everything – emotions,
thoughts, ideas, hopes, fears etc. – which distinguishes man from other
species. And it his ability to communicate which has brought into
existence the human society as we see it today. Communication brings them closer to one another, to know one
another’s needs and expectations, to express and demand sympathy and
love. This ability to share their views, opinions and outlook towards life has
enabled them to establish large groups of
people sharing the same attitudes towards life, same hopes and aspirations,
same needs and same feelings. Ultimately, it was this ability which
led to the emergence of society.
2. Survival of society – Social relations which communication made
possible can be kept in place only through even greater and better
communication skills. There was a time when such communication was required on
a small scale only. Problems and tensions
threatening society were localised and confined to groups living in
immediate neighbourhood. And these were simple
in nature and could be sorted out easily. But these days, with the
advancements in the means of transport and communication, these tensions have
also become globalised and more
complicated. If not tackled tactfully
and diplomatically, they can endanger the very existence of society. They
can lead to global wars which,
with the destructive weapons available
these days, can destroy the whole human race in a matter of minutes. Therefore,
communication skills have assumed immense importance in the modern world which
is sitting on a volcano.
3. Progress of society – All the
progress that society has made has been the result of his ability to
communicate efficiently. It enabled man to share
his knowledge, discoveries and inventions with others. It also enabled
him to pass on his knowledge to succeeding
generations. Efficient communication has made the dispersal of knowledge and its accumulation through the ages possible
for man. Without this ability to share knowledge with contemporaries and to
pass it on to the future generations, the progress that man has made could not
have been possible
It is thus clear that the emergence,
survival and progress of society are all dependent on man’s ability to
communicate.
6. Barriers
to Communication
Complete success in oral communication is
very rare. Most of the time, it is partial. However, the degree of success may
vary from very low to very high. There are many factors which prevent the
receiver from getting the message transmitted by the speaker in all its
totality. These factors are known as barriers to communication. We can divide
these barriers into five broad categories: physical, psychological, linguistic,
cultural and organisational.
Physical Barriers:
1. Distance - Distance
between the speaker and the listener is a major barrier to communication. The
speaker may be located at a place far away from the speaker and thus may not be
able to hear his voice at all or to hear it clearly.
2. Time: It is not
possible for people working in different shifts to meet and communicate with
one another. In life also, people who cannot find time to see each other cannot
communicate.
3. Noise in the
surroundings: Successful communication is possible only in a calm and
peaceful atmosphere. If there is any kind of physical noise in the vicinity of
the listener or even of the speaker, it interferes with our communication. We
may fail to receive a part or sometimes even whole of the message. People
around the two participants in oral communication may be talking or a dog may
be barking nearby. Vehicles on the road may be making a noise. The television
may be on or the phone may begin to ring. Any kind of noise around the
participants can stand in the way of the successful reception of the message.
4. Distractions: There can be a
whole lot of things that can take the listener's attention away from what is
being said. Something falling on the ground, the entry of a person in the room
or the beep of the smart phone can distract one from what is being conveyed and
reduce the degree of success in communication. Even in written communication,
if the receiver is unable to focus his mind on the message due to things which
take his attention away from the message, it is not possible to get the message
properly.
5. Weather conditions: Weather conditions like excessive heat or cold which make
the receiver uncomfortable can also prevent him from paying complete attention
to the message.
6. Overcrowding
and Stuffiness: If the room is overcrowded and inadequately ventilated, it
may even become hard to breathe properly, leave aside paying full attention to
the message. Perfect communication is possible only when the conditions at the
place are congenial to communication. Anything that makes the receiver feel ill
at ease upsets him and makes him unfocused.
7. Physical State of the Listener: The physical condition of the receiver can also become a barrier to
communication. If the receiver has been working hard and is fatigued or is running
fever or feeling sleepy because he has not been able to have full sleep out the
previous night, these physical conditions will not allow him to pay proper
attention to the message being communicated.
8. Bad acoustics: Bad acoustics of the place can also impede proper listening.
If the place is not echo proof and the voice of the speaker keeps resounding,
the audience will not be able to hear properly.
9. Faulty Public Address System: Faulty P.A. system can distort the
voice of the speaker or can result in unwanted noises which make it impossible
for the listener to catch the speaker's words clearly.
10. Speech Faults: If the speaker does not speak
clearly, mumbles, speaks in a very low voice or suffers from some kind of speech
defect, the listener will be put at a disadvantage as he may not get some of
his words correctly.
11. Illegible handwriting or Unclear
Print: In written communication, it is not possible for the receiver
to get the correct message if the handwriting is illegible or the print is too
unclear to read.
Psychological Barriers
1. Hearing Emotional Noises: Some word used by the sender or an
idea expressed by him may arouse some kind of strong emotion like anger, grief,
excitement or disgust in the receiver. If the receiver allows himself to be
overpowered by the emotion, his mind will lose focus and he will not be able to
get the message properly.
2. Focusing on a Personal Agenda: If the listener keeps his mind
focused on his own agenda like what question he is going to ask or how he is
going to embarrass the speaker, he will be unable to get the message properly.
3. Criticising: If the listener pays more attention
to finding faults with what the sender says and how he says it, he will not be
able to pay due attention to his words and will not be able to get the message
right.
4. Speech Rate V/S Thought Rate: We can think much faster than we can
speak. As a result, the listener is able to process what the speaker says in a
fraction of the time that the speaker takes to say it. That leaves him with
some mental time. If he begins to devote that time to something other than
listening, he will not be able to focus fully on what the speaker says and will
miss much of the content of his speech or misunderstand what he says.
5. Lack of Interest: There are many things which can result in
the listener not having interest in what the speaker or the author is telling
him.
I. He may feel that the information being
given is not of any use to
him.
II. He may have the feeling that he knows
much more than the speaker or the writer and he cannot tell him
anything new.
III. He may
have a poor opinion of the speaker
or the writer and his knowledge.
IV. He may feel that he already knows everything that the speaker
or the writer is going to give him.
V. He may feel that only a part of what the speaker or writer
is going to tell him is of interest to him. So he may be selective in his listening.
Without complete interest in the communicator's
matter, no one can pay perfect attention to what he says.
6. Emotional State of Mind: If the receiver is experiencing some
strong emotion like ager, excitement etc., he will not be able to concentrate
on the message. His state of mind will not allow him to do so.
7; Mental Distractions: The receiver may be mentally preoccupied with other things.
He may be worried due to some problem in the family or his mind may be in
some other important business. In that case, he will not pay proper attention
to the message.
8. Filtering: The listener may have decided already
to pay attention to only some parts of the
message or he may pay attention only to those things that are of
interest to him. Thus he will filter out
much of the information that the communicator gives.
9. Perceptual Errors: Understanding is a personal matter
and varies from person to person. So the receiver may downplay much that the
sender thinks is important or give more emphasis to what may appear to be
unimportant to the sender. Also the receiver's perception of what the sender
says may be different from that of the sender. Consequently, the message that
he gets is different from the one intended by the sender.
10. Not Investing Time: The receiver may not give due time
to get all that the sender communicates. He may pay attention to a few things
and then make his own assumptions or he may pay attention only to the main
points and ignore the details. Such a thing can lead to misunderstanding.
11. Stereotyping and Generalising: The receiver may, after getting to
know about the class of people to which the sender belongs, form a
stereotypical image of him and assume that, since all the people of that class
say a certain type of things, he too will say the same things. As a result, he
may choose not to pay attention to him.
12. Overloading: If the message is overloaded with
information, the receiver may find it difficult to internalise all that he
says. A lecture packed with meaning may make more demands on him than he can
cope with. The overabundance of meaning can totally overwhelm him and
confuse him instead of enlightening him.
13. Status Consciousness: Status consciousness can also become
a hindrance to communication. Because of it, a senior may not pay proper
attention to a suggestion made by a junior thinking that he knows better than
the junior. Similarly, a junior may become nervous when somebody much senior to
him speaks to him and as a result, he may not be able to grasp all that he
says.
Linguistic Barriers
Linguistic differences of different kinds
can also become a barrier to listening.
1. Poor or no knowledge of the speaker's
language - If the
sender uses a language which the receiver does not know, he cannot understand
the message at all. Even if his knowledge of the language is
inadequate, he will not be able to understand much of what the sender
says.
2. Differences of dialect - Differences of dialect between the sender
and the receiver can also hamper communication. Different dialects sometimes
have different words for the same concept. And sometimes the same word has one
meaning in one dialect and a very different meaning in another. For example, in
the Malwai dialect of Punjabi, the word 'buddhi' is used for an old woman but
in the Majhi dialect, it can be used even for a young girl.
3. Pronunciation – There
may be some differences of pronunciation between the sender and the receiver
which may prevent the receiver from understanding the message properly. People
belonging to the Majha area of Punjab generally eliminate the ‘h’ sound in
certain positions of a word which makes it difficult for the people of Malwa to
understand them.
4. Grammatical differences – Grammatical
differences even in the same language as used by its speakers can also impede
proper understanding. The use of the double negative by some people to convey a
positive meaning can be confusing to others who do not use it.
5. Denotation and connotation
– Words have two different kinds of meaning. One is the meaning given
in the dictionary which is called the denotative meaning. There is also another
type of meaning which, though related to the denotative meaning, is different
from it. For example, the denotative meaning of the word ‘ass’ is a four legged
animal of a certain species which is also known for its stupidity.
Connotatively, it may be used for a man who is very stupid. The receiver may
confuse the two meanings and thus get the wrong message.
6. Differences of Accent – People living in different areas sometimes speak the same language with
different accents which results in misunderstanding or partial understanding.
Cultural Barriers
Language is the product of culture and the
meaning of its structures is deeply grounded in the culture of the people who
use it. The same linguistic structure can have different meanings for people
with different cultural backgrounds because they interpret it in the context of
their own culture unless they have knowledge of the relevant part of the
culture to which the other fellow belongs. The word divorcee has a different meaning
for an Indian and a man in the west. It does not carry the same stigma in the
west as it does in India especially in the case of a woman. The second wife of
a man has a different meaning in the west than it has in India. There, it
implies that the man has either divorced his earlier wife or she has died. But
in India, the first wife may still be alive and living with the same husband.
Organisational
Barriers
The rules followed by an organisation
regarding communication between people of different ranks and belonging to
different departments can also become a barrier to communication.
I.
Vertical
communication alone -Some organisations do not allow horizontal or diagonal
communication which stands in the way of free flow of communication. There are
others which follow the open door policy which is conducive to communication.
II.
Long chain of communication -Long
chain of communication also becomes a barrier to communication. If a message
has to pass through several hands before it reaches the intended receiver, it
may get delayed or may be intentionally or unintentionally distorted. Since
human beings are not perfect remembering machines, much of the information may
drop out of the original message by the time it reaches its destination
III.
Work
overload – Some organisations may follow the practice of giving too
much work to their employees. In such cases, the employee cannot pay proper
attention to communication because of the overload of work. As a result,
communication suffers.
IV.
Lack
of infrastructural facilities – Sometimes, in an organisation, there
may not be sufficient staff to take the message from one person to another.
Lack of the wi-fi facility or absence of the inter-com facility can obstruct
the flow of information in an organisation and result in delays in
communication. Slow speed of the internet server may also become a barrier to
communication.
No comments:
Post a Comment