COMMUNICATION
Communication is a process of exchanging ideas, fact, feelings, opinions or impressions.In the words of Keith Davis, we can define it as 'a process of passing information and understanding from one person to another'.We can also say that communication is a process of social interaction.It involves two or more individuals.Communication can also be between an individual and an organization, or between one organization and another organization. In two-way communication, communication is negotiated. Both sender and receiver listen to each other, gather information and are willing to make changes to work together in harmony. Their intent is to negotiate a mutually satisfactory situation.
Communication is a complex process. It does not end with the mere transmission of message.The process is incomplete until the information reaches the receiver and is understood clearly.The success of any business, profession or career depends on one's ability to communicate clearly and effectively.We can communicate in many different ways.We can communicate through gestures and symbols.We can send our messages through electronic, print or postal media.But whatever the medium of communication, we can count it successful only if the receiver understand it clearly and responds through feedback.
COMMUNICATION PROCESS
Communications is a continuous process which mainly involves three elements viz. sender, message, and receiver. The elements involved in the communication process are explained below in detail:
1. Sender
Sender is the person who sends a message after encoding.
2. Message
Message is the information sent by the sender to the receiver.
3. Encoding
The message generated by the sender is encoded symbolically such as in the form of words, pictures, gestures, etc. before it is being conveyed.
4. Media
It is the manner in which the encoded message is transmitted. The message may be transmitted orally or in writing. The medium of communication includes telephone, internet, post, fax, e-mail, etc. The choice of medium is decided by the sender.
5. Decoding
It is the process of converting the symbols encoded by the sender. After decoding the message is received by the receiver.
6. Receiver
Receiver is the person who gets the message after decoding.
7. Feedback
Once the receiver confirms to the sender that he has received the message and understood it, the process of communication is complete.
8. Noise
It refers to any obstruction that is caused by the sender, message or receiver during the process of communication. For example, bad telephone connection, faulty encoding, faulty decoding, inattentive receiver, poor understanding of message due to prejudice or inappropriate gestures, etc.
Types of communication
1.ONE WAY COMMUNICATION:-In one-way communication, information is transferred in one direction only, from the sender to the receiver. There isn't any opportunity for the receiver to give feedback to the sender.
2.TWO-WAY COMMUNICATION:- Two-way communication occurs when the receiver sends response or feedback to the sender's message. In a two-way communication process, the sender first transmits the message to the receiver. After receiving a message, the receiver decodes it and then sends back his or her reaction to the sender.
3.VERBAL 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. Because of its very nature,verbal communications are more quick and precise than email communication.
4. NON VERBAL /INTERPERSONAL COMMUNICATION –Nonverbal communication refers to gestures, facial expressions, tone of voice, eye contact (or lack thereof), body language, posture,
and other ways people can communicate without using language .When you’re interviewing for a job or participating in a meeting, your nonverbal communication is almost as important as your verbal Responses . Non- verbal communication, also called manual language, is the process of sending receiving messages without using words, either spoken or written.
5. FORMAL COMMUNICATION:- The Formal Communication is the exchange of official information that flows along the different levels of the organizational hierarchy and conforms to the prescribed professional rules, policy, standards, processes and regulations of the organization.
6.INFORMAL COMMUNICATION:-
Informal communication is based on day to day routine or interaction among equals. The examples of informal communication are having talks over tea or lunch or at social gatherings.
7.ORAL COMMUNICATION:-Oral communication is the exchange of information and ideas through spoken word. It can be directly in person in a face-to-face interaction or through an electronic device such as a phone or radio.
8.WRITTEN COMMUNICATION:-Written communication includes communicating through writing, typing or printing. It is done through channels such as letters, text messages, emails, social media and books. Businesses may prefer written communication because it has fewer chances of distortion. For example, communicating a business plan in writing ensures that everyone gets the same message and can refer to it any time in the future.
9.VISUAL COMMUNICATION:-Visual communication uses graphs, charts, photographs, maps and logos to share information. It is mostly used in combination with verbal or written communication in order to simplify the information. For example, using slides and flow charts during a presentation makes it easier for the audience to grasp complex data.
10.INTERPERSONAL COMMUNICATION:
Interpersonal communication is the process of exchange of information, ideas and feelings between two or more people through verbal or non-verbal methods. It often includes face-to-face exchange of information, in a form of voice, facial expressions, body language and gestures.
11.INTRAPERSONAL COMMUNICATION:
Intrapersonal communication is a communicator's internal use of language or thought. It can be useful to envision intrapersonal communication occurring in the mind of the individual in a model which contains a sender, receiver, and feedback loop.
12.GROUP AND PUBLIC COMMUNICATION:-Group communication occurs when three or more people communicate to achieve a shared goal. Public communication is sender focused and typically occurs when one person conveys information to an audience.
13.MASS COMMUNICATION:-Mass communication occurs when messages are sent to large audiences using print or electronic media.
Types of Communication:-
1. Formal Communication:-
Formal communications are the one which flows through the official channels designed in the organizational chart. It may take place between a superior and a subordinate, a subordinate and a superior or among the same cadre employees or managers. These communications can be oral or in writing and are generally recorded and filed in the office.
Formal communication may be further classified as Vertical communication and Horizontal communication.
Vertical Communication:-
Vertical Communications as the name suggests flows vertically upwards or downwards through formal channels. Upward communication refers to the flow of communication from a subordinate to a superior whereas downward communication flows from a superior to a subordinate.
Application for grant of leave, submission of a progress report, request for loans etc. are some of the examples of upward communication. Sending notice to employees to attend a meeting, delegating work to the subordinates, informing them about the company policies, etc. are some examples of downward communication.
Horizontal Communication:-
Horizontal or lateral communication takes place between one division and another. For example, a production manager may contact the finance manager to discuss the delivery of raw material or its purchase.
Types of communication networks in formal communication:
● Single chain: In this type of network communications flows from every superior to his subordinate through a single chain.
● Wheel: In this network, all subordinates under one superior communicate through him only. They are not allowed to talk among themselves.
● Circular: In this type of network, the communication moves in a circle. Each person is able to communicate with his adjoining two persons only.
● Free flow: In this network, each person can communicate with any other person freely. There is no restriction.
● Inverted V: In this type of network, a subordinate is allowed to communicate with his immediate superior as well as his superior’s superior also. However, in the latter case, only ordained communication takes place.
Merits of Formal Communication:-
1.Authentic Information
Formal communication imparts authenticity to the information that is transmitted. It is so because the person issuing the information is one who holds a place of Responsibility in the management Hierarchy. So whatever information flows in whatever direction (vertical, horizontal or lateral,) it is presumed to be authentic.
2.Orderly flow of information:-
Formal communication is systematic and orderly.It prevents a state of chaos and confusion. this kind of communication, information is delivered in an orderly fashion.
3.Identified Source:-
In formal channels of communication it is very easy to locate the source of communication.
4.Filtering of Information:-
The filtering of Information serves as a boon for the top management. Most of the time the nature of complaints is such that these can be handled by lower authorities and thus the top management can engage in more important jobs.
5.Control:-
It helps managers to assert and ascertain their control over their subordinates by providing information about their work performance.Thus it enables them to run the organisation more efficiently.
6.Answerability for Actions:-
This channel of communication makes it easy to fix the responsibility of the actions taken on the basis of any sort of formal communication.
Demerits of formal communication:-
1.Expensive:-
Formal communication requires a lot of administrative work and use of formal channels.So it is very expensive.
2.Increased Workload:-
Formal communication increases the workload of various managers. It is so because all communications are to be transmitted through them.
3.Slow Process:-
Since most of the formal communication is official and is in the written form , it is very time consuming. It is a slow-moving process. It follows the scalar chain of authority.When it is routed through more than one authority level, it takes too much time.
4.Adverse Effect:-
Formal communication widens the gap between top executives and employees at the lower level, and thus adversely affects their relationship.
5.Lack of Personal Touch
Personal touch and involvement may be lacking in formal communication because it is mostly conveyed in an impersonal manner.
6.Distortion
It dilutes the accuracy of the message when filtering and colouring takes place at the middle level.Even the information may be distorted in the process of transmission through different levels in the organisation.
2. Informal Communication:-
Any communication that takes place without following the formal channels of communication is said to be informal communication. Informal communication is often referred to as the ‘grapevine’ as it spreads throughout the organization and in all directions without any regard to the levels of authority.
The informal communication spreads rapidly, often gets distorted and it is very difficult to detect the source of such communication. It also leads to rumors which are not true. People’s behavior is often affected by the rumors and informal discussions which sometimes may hamper the work environment.
However, sometimes these channels may be helpful as they carry information rapidly and, therefore, may be useful to the manager at times. Informal channels are also used by the managers to transmit information in order to know the reactions of his/her subordinates.
Types of Grapevine network:
● Single strand: In this network, each person communicates with the other in a sequence.
● Gossip network: In this type of network, each person communicates with all other persons on a non-selective basis.
● Probability network: In this network, the individual communicates randomly with other individuals.
● Cluster Network: In this network, the individual communicates with only those people whom he trusts. Out of these four types of networks, the Cluster network is the most popular in organizations.
Merits of Informal Communication:-
1.Speed:-
The informal channel of communication is not only inexpensive,but also a fast means of communication. It transmits information at a remarkably fast speed. Message conveyed reaches others instantaneously within no time.
2.Helping Passive Employees:
Grapevine can carry useful information quickly throughout the organization. And thus passive employee(s) can get information about what is going on within the organization.
3.Creation of ideas:-
Through sharing of ideas and views or by spreading unofficial 'grapevine' by it generates Ideas and expectations that often prove of value to the decision makers and planners of goals and schemes.
4.Avenu of Expression:-
It provides employees a channel to express their anxieties and opinions without any fear.
5.Feedback:-
It is through grapevine that the officials in an organization can get the knowledge about the employees' reaction(s) towards their policies, decisions , means etc.
6.Satisfaction and Strength:-
The grapevine gives immense satisfaction and strengthens the solidarity of the workers.It helps to build teamwork and motivate people.It also helps in building social relations.
7.Supporting the Formal Channel:-
Grapevine supplements the formal channel of communication. It helps in keeping an Organization intact as a social entity.The formal channel in an organization puts its workers off.But grapevine brings them near to one another.
8.Uniting Force:-
The grapevine brings together the workforce in matters of common interest.
9.Developing Good Relations:-
Public relations fail in organizations because of lack of good personal relationships. Informal communication that promotes personal relations is, therefore, important for the success of public relations.
Demerits of informal Communication:-
1.Incomplete information:-
Since Grapevine is entirely informal and unofficial, it does not provide complete and precise information.
2.Unrealiability:-
The message conveyed in this network has no authenticity.The information is transmitted by word of the mouth.So it may or may not be true.This is the reason why the information conveyed through this channel is not taken seriously.
3.Rumours:-
Since the origin of informal communication lies in the rumours, it can sometimes prove very provocative and disastrous for the good relationship between employee and management. It can harm the reputation of an individual or organization.It can spread any kind of stories about highly responsible people.
4. Upsets the Plans:-
Ideally any information aur policy decisions should take its own course and time. But if it leaks before time, it might ruin the plan of the managers or authorities. So the speed with which an informal communication spreads can prove counterproductive also.
5. Misunderstanding:-
It can not only create misunderstanding among the members of an organization, but can also lead to conflict. It can adversely affect employee morale.
MODELS OF COMMUNICATION
PROCESS
Three types of Model Communication
1.Linear Model of Communication
2.Interactive Model of Communication
3.Transactional Model of Communication
Linear Model of Communication:-
Originally developed by Shannon & Weaver in 1948, this model describes communication as a linear process.
This model describes how a sender, or speaker, transmits a message to a receiver, or listener. More specifically, the sender is the source of the message. A message may consist of the sounds, words, or behaviours in a communication interaction. The message itself is transmitted through a channel, the pathway or route for communication, to a receiver, who is the target or recipient of the message. There may be obstacles in the communication process, or noise
In linear models, communication is considered a one way process where the sender is the only one who sends a message and the receiver doesn’t give feedback or response. The message signal is encoded and transmitted through the channel in presence of noise. The sender is more prominent in the linear model of communication.
Linear model was founded by Shannon and Weaver which was later adapted by David Berlo into his own model known as SMCR (Source, Message, Channel, Receiver) Model of Communication.
Linear models are applied in mass communication like television, radio, etc. This model is not applicable in general human communication as general human communication has to have feedback and responses.
Interactive Model of Communication:-
Interactive model (also known as convergence model) deals with exchange of ideas and messages taking place both ways from sender to receiver and vice-versa. The communication process take place between humans or machines in both verbal or non-verbal way.The Interaction Model of communication describes communication as a process in which participants alternate positions as sender and receiver and generate meaning by sending messages and receiving feedback within physical and psychological contexts (Schramm, 1997). Rather than illustrating communication as a linear, one-way process, this model incorporates feedback, which makes communication a more interactive, two-way process.Feedback includes messages sent in response to other messages.
The Interaction Model of communication is more interaction-focused. In this model, communication isn’t judged as effective or ineffective based on whether or not a single message was successfully transmitted and received. In fact, this model acknowledges that because so many messages may be sent at one time, many of them may not even be received. Some messages are also unintentionally sent. Thus, the model acknowledges that communication is nuanced and complex.
Transactional Model of Communication:
Transactional model of communication is the exchange of messages between sender and receiver where each takes turns to send or receive messages. ... The model is mostly used for interpersonal communication and is also called a circular model of communication.The Transaction Model of communication differs from the Transmission and Interaction Models in important ways, including the conceptualization of communication, the role of sender and receiver, and the role of context (Barnlund, 1970).
The Transaction Model of communication describes communication as a process in which communicators generate social realities within social, relational, and cultural contexts. In this model, nurses don’t just communicate to exchange messages; they communicate to:
● Create relationships.
● Form intercultural alliances.
● Shape self-concept.
● Engage with others in dialogue to create communities.
The roles of sender and receiver in the Transaction Model of communication differ significantly from those in the other models. Instead of labeling participants as senders and receivers, the people in a communication encounter are referred to as communicators. Unlike the Interaction Model, which suggests that participants alternate positions as sender and receiver, the Transaction Model suggests that you are simultaneously a sender and receiver.
Importance of Communication:-
1. The Basis of Coordination:-
The manager explains to the employees the organizational goals, modes of their achievement and also the interpersonal relationships amongst them. This provides coordination between various employees and also departments. Thus, communications act as a basis for coordination in the organization.
2. Fluent Working:-
A manager coordinates the human and physical elements of an organization to run it smoothly and efficiently. This coordination is not possible without proper communication.
3. The Basis of Decision Making:-
Proper communication provides information to the manager that is useful for decision making. No decisions could be taken in the absence of information. Thus, communication is the basis for taking the right decisions.
4. Increases Managerial Efficiency:-
The manager conveys the targets and issues instructions and allocates jobs to the subordinates. All of these aspects involve communication. Thus, communication is essential for the quick and effective performance of the managers and the entire organization.
5. Increases Cooperation and Organizational Peace:-
The two-way communication process promotes co-operation and mutual understanding amongst the workers and also between them and the management. This leads to less friction and thus leads to industrial peace in the factory and efficient operations.
6. Boosts Morale of the Employees:-
Good communication helps the workers to adjust to the physical and social aspect of work. It also improves good human relations in the industry. An efficient system of communication enables the management to motivate, influence and satisfy the subordinates which in turn boosts their morale and keeps them motivated.
Barriers to Communication:-
The barriers to communication in organizations can be broadly grouped as follows: 1. Semantic Barriers:-
These are concerned with the problems and obstructions in the process of encoding and decoding of a message into words or impressions. Normally, such barriers result due to use of wrong words, faulty translations, different interpretations, etc.
For example, a manager has to communicate with workers who have no knowledge of the English language and on the other side, he is not well conversant with the Hindi language. Here, language is a barrier to communication as the manager may not be able to communicate properly with the workers.
2.Physical Barriers:-
They are the most obvious barriers to effective communication. These barriers are mostly easily removable in principle at least. They include barriers like noise, closed doors, faulty equipment used for communication, closed cabins, etc. Sometimes, in a large office, the physical separation between various employees combined with faulty equipment may result in severe barriers to effective communication.
3.Psychological Barriers:-
Emotional or psychological factors also act as barriers to communication. The state of mind of both sender and receiver of communication reflects in effective communication. A worried person cannot communicate properly and an angry recipient cannot understand the message properly.
Thus, at the time of communication, both the sender and the receiver need to be psychologically sound. Also, they should trust each other. If they do not believe each other, they cannot understand each other’s message in its original sense.
4. Organizational Barriers:-
The factors related to organizational structure, rules and regulations authority relationships, etc. may sometimes act as barriers to effective communication. In an organization with a highly centralized pattern, people may not be encouraged to have free communication. Also, rigid rules and regulations and cumbersome procedures may also become a hurdle to communication.
5.Cultural Barriers:-There can be a barrier to communication if the speaker and the listener belong to different cultures.People belonging to different cultures have different values and use different idioms of language. A word or idiom that is used normally in one culture may sound very offensive or indecent to a person of another culture.Thus, for an effective communication, the listener must comprehend the matter in the light of the speaker's culture, or the speaker should use such words and expressions that are normally used among the people of the listener's culture.
To conclude, we can say that the main barriers to communication are semantic, physical, organizational and psychological. And these barriers can be crossed or overcome by removing those very causes that lead to their creation.