CHAPTER-1

COMMUNICATION
TOPICS
Concept and Meaning of Communication, barriers to Communication,
Methods of Communication, Techniques to improve Communication.
OBJECTIVES
Subject of communication has been introduced for the First Year Degree
students, with a view to well equip them for successful future career
development. They should be able to identify the conditions to become effective
communicators as Engineers and Managers. This requires certain basic
language skills and deep study of the course and methods of communication.
Both written and oral communication skills of certain standard are required to be
developed so as to achieve professional success.
INTRODUCTION
Nearly seventy per cent of our working time is used for communication in
one form or the other i.e. for either reading or writing or speaking or listening. No
group can exist without communication. In the process of communication, we
convey our ideas, thoughts or feelings. Take an example of any imaginary group
in which there is a member who speaks only English. The others in the group do
not know English language. In that case, the thoughts and feelings of the person
speaking only English will neither be properly understood nor grasped by the
other members of group. Communication of any kind must include both
transference and understanding of the various aspects of the meanings of the
words and sentences spoken or written. A perfect communication is that through
which thoughts or ideas are transmitted in such a way that certain mental picture
is created in the mind of the receiver and the said picture synchronizes with the
one in the mind of the conveyor or speaker.
Effective communication is an essential factor to influence others, to
express feelings and emotions and to provide, receive and exchange information.
The integrity of the formal structure of an organization is kept intact by the
channels of communication laid down by that organization. It is the most vital
process that keeps the wheels of an organization moving smoothly.
The study of the subject of communication helps students to become aware
of the importance of the process of communication in daytoday business or
professions. It equips then with skills both in oral and written communication and
creates in them an intellectuals interest in the field of business and engineering.
It also provides the theoretical background with discussions of practical situations
in day to day life and improves students ability to acquire effective skill in oral
and written communication. Business and society would be better served if
proper attention is given to improve on the job communication and to build cordial
workersmanagement relations.
NATURE OF COMMUNICATION
What is communication?
The word communication is of Latin origin. In Latin Communist means
common. It means sharing of information or intelligence. All the acts of listening,
speaking, reading, writing, facial expressions, movements, actions, colors,
diagrams, gestures, ideas, facts, opinions, information and understanding and
other means help individuals to communicate thoughts to other people and to
themselves. Communication is a transfer or transmission of some information
and understanding from one person to another. Any effort to produce meaning is
a form of communication. It is the sum of all things a person does when he wants
to create understanding in the mind of others. Communication in fact is an
unending process in the world of human beings, animals and plants. It goes on
continuously all the time. It is an inseparable part of life itself. The need of
communication is as basic as, or perhaps even more important than, the hunger
for food and thirst for water.
Definition of Communication
Attempts have been made to define communication. A few of these definitions
are given below:
1. Communication is the process by which information is transmitted
between individuals and /or organization s so that an understanding
response results.
Peter Little
2. Communication is an exchange of facts, ideas, opinions, or emotions by
two or more persons.
W.H. Newman
3. Communication is the process of passing information and understanding
from one person to another. It is essentially a bridge of meaning between
people. By using this bridge of meaning, a person can safely cross the
river of misunderstanding that separates all people.
Keith Davis
4. Communication is the sum of al things that one person does when he
wants to create an understanding in the mind of others. It is a bridge of
meaning. It involves a systematic and continuous process of telling,
listening and understanding.
Louis A. Allen
5. Communication is the process of meaningful interaction among human
beings. More specially, it is the process by which meanings are perceived
and understandings are reached among human beings."
Dr. Mc Farland
6. Communication is the process of involving the transmission and accurate
replication of ideas reinforced by feedback purporting to stimulate actions
to accomplish organizational goals.
Scott and Sprigel
7. Communication is the transmission and reception of ideas, feelings and
attitudes both verbally and nonverbally eliciting a response. It is dynamic
concept underlying all kind of living systems.
Norman B. Sighand
8. Communication is an exchange of facts ideas, opinions or emotions by
two or more persons.
William Newman and Charles Summer
9. Communication is a continuing and thinking process dealing with the
transmission and interchange with understanding of ideas, facts, and
course of action.
George R. Terry
10. Communication is a process of transmitting ideas or thoughts from one
person to another person for the purpose of creating understanding in the
thinking of the person receiving the communication.
Brown C.A.
11. Communication is the from of interaction which takes place through
symbols. may be gestural, pictural, plastic, verbal or any other which
operate as stimuli to behaviour which would not be evoked by the symbol
itself in the absence of special conditions of the person who responds.
Lundberg
Information is an important word in the first definition. Communication
consists in transmitting information. But this definition does not indicate the
objects about which information is to be transmitted. This is exactly what is being
done in the second definition. Communication transmits information not only
about tangible facts and ideas and opinions but also about emotions and frame
of communicators mind. In some cases, facial expressions also play an
important part in the process of communication. After going through these
definitions, one can come to the conclusion that in any communication the
following four important factors are involved:
1. The process of communication involves communication of ideas.
2. The communication should reproduce in the mind of the receiver
exactly what the transmitter intends to convey.
3. The transmitter must be assured of the exact replication of hid ideas
through feedback. Feedback envisages the receivers response which
is communicated by him back to the transmitter. Communication is
thus, a twoway process consisting of transmission and feedback.
4. The purpose of all communication is to elicit action.
In any communication, the ideas should be sufficiently enlarged to include
emotions. In brief, it can be stated that the process of communication involves
exchange of facts, ideas, opinions or emotions between two or more persons
where feedback is an essential factor. The main purpose of communication is to
inform or to bring round to a certain point of view or to elicit action.
Situation for Communication
1. There is a person desirous of passing some kind of information;
2. There is another person to whom the information is to be passed on;
3. The receiver partly or wholly understands the message passed on to
him; and
4. The receiver responds through feedback.
Need of Communication
1. Communication is needed for transmission of ideas, facts and feelings.
2. Communication is instrumental in fulfilling the objectives of an
organization.
3. Communication is needed for carrying out the day to day activities of
human life.
4. Communication is essential for the management function or process.
Importance of Communication
1. Communication is the life blood of any business. No business can be
performed without effective communication.
2. In case of large organizations, upto date, effective and efficient network
of communication system must.
3. Effective communication promotes the spirit of understanding and
cooperation between management and employees.
4. It is important in case of negotiations and keeping contacts with
distributors, retailers and individual customer.
5. Possessing appropriate communication skill is one of the important
qualifications both at the time of appointment and or promotion.
6. It is a effective tool of supervision.
7. Communication is a tool of collecting and dispersing of information.
8. It is useful for motivating and morale booting.
FEATURES OF COMMUNICATION
Following are the important features of effective communication:
1. Communication is instrumental in fulfilling achievements of an
organization. Communication failures are more frequent than
communication successes in our life.
2. Communication between human beings is clearly an essential element
of all activities at al the levels.
3. Several authors have treated management as a function or process and
have linked communication with managerial performance.
4. For any communication, at least two persons i.e. sender and receiver
are involved;
5. It is a continuous process.
6. There are several medias of communication.
7. It deals with transmission of facts and feelings.
8. It is an understandable device of information.
OBJECTIVES OF COMMUNICATION
There are five main objectives of communication in a business organization.
1. It assists in the attainment of the operating objectives of the business.
2. It helps to improve performance and job satisfaction of employers at all
levels.
3. It increases the image of the organization with the employees and the
general public.
4. It improves understanding approval and support of the organizational
position on vital economic, political and social issues.
5. It keeps management informed about attitudes, trends and reactions
among employees and public.
FUNCTIONS AND COMMUNICATION
Communication performs the following four important functions with a group:
1. Communication gives information.
2. It motivates individuals and group.
3. It gives emotional expression.
4. It works as a motivator.
The first function that communication performs relates to its role in
decisionmaking. It increases motivation by clarifying the employers what is to be
done and how well they can do it. The communication within the group is a
fundamental mechanism for the members to express their feelings. It provides
emotional expression to their feelings for the fulfillment of social needs. In
communication the interaction between a group and organization performs on or
more of the above functions.
TYPES OF COMMUNICATION
Much of the time of the executives is spent in communication in the form of
reading, writing, listening and speaking. The higher the position, the greater is
the proportion of time spent in communication. Efficiency of any organization
depends on regularity of flow of messages of all kinds. If the flow of message is
not carefully organized into a well arranged network, there is every likelihood of
remaining communication gaps. Every organization has a hierarchical line of
authority along which runs a communication channel used for transmitting all
written and oral messages. The following treediagram can give a broad idea
about the types of communication.
(Diagram)
Written
Communication
Verbal
Communication
On the basis of the
method of expression
Upward
Communication
Downward
Communication
On the basis of
the Direction
On the basis of the
organizational structure
Informal
Communication
Formal
Communication
Communication
Types of
Communications
Horizontal
Communication
ORAL COMMUNICATION
Oral communication is one of the most important types of communication. In
this type, there is nothing in writing. The examples of verbal communication
are numerous. Oral orders, face to face discussions, telephonic talk, lectures,
interviews, counseling, public speeches, audiovisual aids, movies etc. fall in this
group. Quite often, more than one medium is required to be employed to make
the communication effective. Face to face communication, often combine oral
form with the visual. They encompass gestures and facial expressions. Oral
communication can be carried out buy air vibrations when it is face to face or
over the microphone, loud speaker, telephones and radio.
WRITTEN COMMUNICATION
Written communication is always in black and white. It includes the use of
language. Written communication can be transmitted by mail, telegraphs, telex,
fax, noticeboards, newspapers, magazines, bulletins, pamphlets and such other
forms.
FORMAL COMMUNICATION
Formal communications are mostly in black and white. Formal
communication derives support from the formal organizational structure. It is
generally associated with a particular position of the communicator. When the
general manager instructs his subordinates by virtue of his position, it can be
taken as a formal communication.
INFORMAL COMMUNICATION
This type of communication is free from all sorts of formalities. It is based on
informal relationship between the parties. It is generally termed as the
grapevine communication; Informal communication may be conveyed even by a
simple glance, gesture, nod, smile or sometimes mere silence.
UPWARD COMMUNICATION
If the communication flows from the subordinate to their superior it is called
an upward communication. Such communication includes employees reactions,
suggestions or their grievances etc. This type of communication is considered to
be a main source of motivation for an employer.
DOWNWARD COMMUNICATION
Downward communication flows from the uppermost level of management
towards the working force. It includes rules and regulations, orders, policies,
instructions, guidelines etc. They are directives in nature.
COMPONENTS OF COMMUNICATION SYSTEM
Communication in fact is necessary in the world as the life itself not only for
human beings but also for animals and plants. Communication is the name
we give to the countless ways of keeping is relationship with whatever we are
concerned in our day to day life. It means, communication is natural to all living
creatures. It can be established even between human and nonhuman beings in
case they live together. Pet animals for example, also communicate with their
human companions. Methods of communication may however, differ from
individual to individual, groups to groups or community to community. A civilized
group cans posses better communication ability. It is central to everything that
we perform in our day to day life. In order to achieve goals effectively, it is
necessary to adopt the process of effective communication. An organization can
he held together only if there is proper communication among its members. Each
person has different goals and they may be achieved through cooperative,
coordinate efforts which needs proper communication. Hence, without
communication no organization can properly function. It is a tool which can
exercise influence on others. Communication motivates them to establish and
keep the relations with them. It means that there can be no society without
communication.
For transferring the thoughts and ideas certain means and methods are required
to be adapted. For this, we use the following means which stands for the ideas:
1. Symbols 2. Signs 3. Pictures 4. Sounds 5. Words
As we know, communication is the process by which information is passed
on from one individual to another individual from one organization to another
organization and so forth. An individual, who wished to pass on certain
information, puts his thoughts either into words or other symbols which can be
understood by the persons to whom he wants to communicate. The process of
communication begins with an emergence of thought or idea in ones mind. Mere
emergence of thought or idea does not start the process of communication. The
individual concerned must intend to communicate it to somebody. This intention
to convey idea or
thoughts begins the process of communication. In a broad sense, the
communication process takes place in the following general form
The Sender: A person who intends to convey or communicate his thoughts
or ideas is called as a sender. He has to translate this message in such a
language which is known or understood by the Receiver. The effect of his
message not only depends on the language he uses but also upon his status and
reputation. Status relates to authority, knowledge and prestige while reputation
relates to the kind of person he is known to be i.e. whether he is cooperative or
noncooperative (hostile). For example, a message from a popular boss who is
liked will be appreciated or believed by the subordinates much more than the one
receives from a boss who is not in subordinates very good esteem.
Encoding: The method which initiates the message is called encoding a
thought. The sender puts his thoughts in certain form of logical and coded
message. It may be either oral or written communication. It can be stated in a
specific form may be in letter, telegram, verbal talk, (gestures) or some other
form of expression. As the sender intends to know the effect of his message, he
considers various factors such as the receivers knowledge about the subject
matter, his working conditions, his job responsibilities and other background
information. There are four aspects which are important for encoding the
message.
1. The senders skill of encoding the message;
2. His knowledge as well as the sociocultural system of which he is a part;
3. Success in sending the message depends upon the senders skill about
writing speaking, reading, listening and reasoning.
4. The attitude of the sender substantially influences the receiver.
Dispatch and Reception: A message is the actual physical product at the
encoding source. When one speaks, writes or paints a picture is considered as a
message. Gestures, movements of arms facial expressions etc. are also taken
as messages. It is affected by the code or a group of symbols used to transfer
meaning. The meaning of what is to be communicated itself and the decision that
the sender makes in choosing, arranging and selecting both contents and codes,
constitutes a message.
For transmitting the message, some kind of medium or chemical is essential.
It can be sent directly or through a proper channel. This process involves certain
media. It may be a face to face message, a conversation or a written or typed
matter or simply some sort of gestures. The channel bridges the gap between the
sources and the receiver. In case of face to face communication, a talk over the
telephone or a broadcast radio or telecast on Television, reception almost
synchronizes with the dispatch of the message. In other forms of communication,
it depends upon the efficiency of the medium used. There may be some time
interval between dispatch and actual reception of the message. A letter may take
few days to reach the destination while a telegram may reach within a few hours,
and an Email in a few seconds.
The Receiver: Just as the sender has his own frame of references, so does
the receiver. What the receiver has to select to listen and give attention to,
depends upon his own opinions, attitude and relationship with the sender. It also
depends on the type of message sent, the channel employed, the manner of his
reception and the situation under which it is received. The frame of the mind of
the Receiver also carries equal importance in the process of interpretation or
decoding of the message as that of the sender in encoding.
Decoding of message: The work of interpretation is concerned with
receiver of the message. He accepts the message and tries to find out its exact
meaning by analyzing the sender, his intent his role, knowledge, experience and
authority. Receiver of the message tries to translate the symbols, ideas into a
form that can be understood by him. The process of translation and interpretation
of the signals is called decoding. The process of decoding requires that the
receiver must possess skill in reading or listening and must also be able to apply
reason. Receivers attitude and cultural background can distort the message. In
case, the encoding is efficient and the receiver is conversant with those codes
and symbols, his perception can be good. There can be a fairly accurate
reproduction of the message. When the message is properly decoded by the
receiver, he may immediately respond to it. This response exists in his mind in
the form of ideas or emotions.
Feedback : Feed back is the turn of message or responses from the
receiver to sender of the message. It determines whether understanding is
achieved or not. When the message reaches the state of decoding, the process
of understanding starts. The sender expects that the receiver shows some
response or reaction so that he can take some action or reply or behave in a
particular way as a result of the responses he receives. The sender of the
message needs to know whether the receiver responds in the desired way or not.
He can find this out only through the feedback he gets from the receiver. Thus,
feedback is the knowledge of the result of communication, which can be useful
for undertaking or modifying future communication.
(Diagram)
In the process of face to face communication, there is an immediate and
continuous feedback. The facial expressions of the listener can tell the speaker,
whether the message is understood, accepted, rejected, liked or not liked by the
receiver. The speaker can further modify his message according to the situation
needs and understanding of the listener, so as to make it more acceptable to the
listener. It is possible for the speaker to ask certain questions to find out whether
the message is fully understood or not by the listener. In certain cases, listener
can also ask questions for better understanding and clarification of the message
he receives.
IMPORTANCE OF COMMUNICATION
The system of feedback in face to face contact in oral communication helps
the listener to influence the speaker. The positive response by way of nodding
the head, clapping, smiling etc. helps in this process. The negative response
like yawning and looking unattended or bored etc. makes the speaker to change
his speech and make it suitable to the listeners level of understanding and his
expectations. In case of meetings and large gatherings, the audience can be
controlled by the speaker through the perception of feedback on the spot. In case
of written communication, feedback is quite slow. Here, the sender may not have
the advantage of observing facial expressions or immediate reactions or reading
the communication. There is no immediate chance to modify or even to find
out whether or not the message is perfectly understood. The feedback becomes
available only after receipt of a reply from the receiver. This process takes
certain time and may, therefore, cause delay in understanding. In some cases, it
is quite difficult to get feedback about readers emotions or reactions which
cannot be translated in terms of exact written words.
In mass communication media like Television, Radio, Newspapers,
Magazines etc. the process of feedback is very slow and once it is delayed, the
speaker himself may miss the exact idea of his speech or writings. Feedback in
this respect is more important. Special efforts in the form of field work, or survey
etc. need to be made to understand public opinion or result of the speech from
mass audience. This feedback helps the sender to modify future programmes
and communication. The exact reaction of the receiver to our message gives us
important information regarding the effectiveness of communication. For this
reason, it is necessary to arrange for the feedback. Many a times, a
person is blamed for not performing the given job exactly according to the
specifications supplied or instructions given. One has to find out in the very
beginning, whether the given instruction is exact, properly understood and
sufficient for carrying the assigned job. This is possible to know only if a perfect
feedback system is available at our disposal. In such case, the receiver can
immediately check up on his understanding of the message. One of the methods
of acquiring the feedback is to ask the receiver summaries what he understood
by the message given. This method of summarizing can be tactfully applied
with a sense of cooperation. The receiver should not feel that his understanding
is being suspected. A good summary can be produced in the process of
answering questions. It is always useful to find out what the receiver has
understood by asking only key questions. Yet another method is to encourage
and invite questions from the receiver. This method may not be effective all
the times as the receiver of the message might not have grasped the message
to the extent to either ask questions he may not have understood.
It is not possible for the superiors to get the correct feedback from
subordinates reaction to the communication, as they usually know what their
boss want to hear and accordingly they respond to the wishes of their superiors.
In many cases, the instructions may be carried out but the boss may not get
feedback on emotional grounds. Thus, the senders status becomes a barrier
in the process of feedback. It is important for persons in senior positions to be
receptive to feedback. Communication can be greatly improved by arranging a
systematic use of the process of feedback. Enough opportunities are given to the
receiver to freely express what they feel so that feedback can be true and proper.
The important requirement for successfully getting feedback is the art of
being a patient listener. An impatient superior cannot get sufficient feedback from
his subordinates. He must be sufficiently silent and alert when others speak.
He must be skilful in drawing out feedback by asking questions but only at
appropriate moments. He must also be alert to observe nonverbal feedback
which is often given unconsciously and indicates emotional reactions.
The other side of this process is the receiver who also should give full
cooperation and checkup his own understanding by offering a summary of the
message or by asking clarifications and stating his own views and feelings with
response to the communication.
COMMUNICATION PROCESS
Communication is natural to all living creatures. It can be established even
between human and nonhuman beings if they live together. It is central to
everything that we do in our daily life. All our activities fall in the area of either
success or failure, depending upon our ability to make the communication
effective. All organizations are held together because of communication. It is a
tool with which we exercise influence on others. Without communication there is
no interaction between two persons, or groups, or communities, or people.
Process of communication can be defined as Transferring of thoughts or ideas
form one person (or group of persons) to another person so that it can be
understood and acted upon. It has always certain purpose. In order to transfer
an idea, which one gets in ones mind and to make the communication effective
one has to use certain words, symbols, pictures or sounds that stand for those
ideas. The symbols one uses must be such that the receiver understands
them. Peter little has defined communication as the process by which
information is passed between individuals or organizations by means of
previously agreed symbols.
(Diagram)
Communication is a dynamic process. Mere looking at something means to
analyze it for description in terms of other matters or events related to it.
Everything changes with the changes in the surroundings and circumstances.
Communication, which must be considered as a whole, is a process of a dynamic
interaction both affecting and being affected by many variables. It is a basic
social process necessary for the growth and development of the individuals,
groups, society and people.
Communication links called Channels bind the groups. It is not a single
process but a part of the set or processes. It uses various means like oral,
written, verbal, nonverbal etc. The means of communication are determined by
many factors such as personal, social, political, economic, cultural etc. Business
organizations use mass communication media to establish and maintain
contacts with various people within and outside the organization. It can be done
with the help of various means.
In case of subordinates, communication is established through intercom,
memo, orders, face to face communication etc. Business communication is
concerned with the study of communication between individuals and groups
created in the process of administration of an organization. One has to be
alert, careful and cautious about what people say and how it affects, all the
concerned people. In certain cases, gestures and other nonverbal signals
convey meaningful messages. The success of any communication, either
personal or corporate, lies not in sending and receiving it, but in its appropriate
understanding by the receiver. Business communication is thus a process of
linking superiors and subordinates in various sections of the organization and all
those outsiders associated with the organization in one way of the other.
Communication in this sense is the dynamic interactive process of relating
people to other people, relying on feedback.
COMMUNICATION CYCLE
(Diagram)
COMMUNICATION PROCESS
Messages can be transmitted:
1. By verbal communication (Face to face or by Telephone talk)
2. In writing (through letters, circulars, bulletins, signboards etc.)
3. Nonverbal signs (patting, winking etc.)
4. through gestures (by pointing fingers, nodding etc.)
5. Noise
6. Feedback
The sender of a message has to put his ideas in proper language or symbols
so that they can be transmitted through verbal or nonverbal medium.
1. The process of packing ideas is called as encoding.
2. The receiver of the message has to interpret the message. This is called
as decoding the message.
3. When the encoded message is the same the decoded one, the
communication is considered to have been effectively taken place.
4. When the message is not effectively communicated or it is
miscommunicated it can be referred as Noise. The noise can enter
the communication process because of situational factors like:
(1) Inability of the receiver to decode or interpret
(2) Language problem
(3) Status effect
(4) Physical distraction
(5) Information overload
(6) Ego
(7) Cultural difference etc.
TECHNIQUES TO IMPROVE COMMUNICATION
Communication must serve its purpose. It is, therefore, necessary for any
organization to develop an appropriately suitable and efficient network of
communication. For this purpose, the following basic principles of communication
must be considered.
(Diagram)
1. Principle of clarity: Whenever an idea is to be communicated, one
should give attention towards its clarity and precision. The idea should not be
either confusing or vague. It should be easily understandable by people at all
levels of organization. No communication is said to be complete and effective
unless it is understood by the receiver in the same sense with which the sender
conveys it.
2. Principle of consistency: Whenever a person wishes to communicate
certain message he must be consistent in his expression. It should be consistent
with overall objectives, policies, statement and his action; otherwise the receiver
may not be faithful in his acceptance of the message and its execution. The
communicator must always try to make his subordinates into confidence and
encourage them to follow his plans of action.
3. Principle of completeness and adequacy: Whatever to be
communicated should be adequate and complete in all respects. Insufficient or
inadequate statements of communication may create misunderstandings in the
mid of the receiver resulting in delays. Consequently, original plans may not be
successfully executed in action. The adequacy of the information also depends
upon the power of understanding of the receiver of the message.
4. Principle of information: In the beginning the sender of the message
must have perfect clarity in his own mind about what is to be communicated.
Where there is proper understanding there is effective communication.
Communication is a systematic and continuous process of telling, listening and
understanding. The communicator as well as receiver should sincerely
participate in the process of communication. There should be a perfect
understanding between both the parties, i.e. receiver as well as sender of the
communication.
5. Principle of channel or media adaptation: There should be
appropriate channel of communication. The choice of any communication
channel depends upon the content or matter of the message to be conveyed.
For example, whenever the messages are lengthy, writing channel is suitable
as it suits the simple purpose; In general, simple messages are conveyed
through oral communication.
6. Principle of appropriate time element: The sender of the message
must take into consideration the element of time factor while conveying the
message. Unsuitable time of communication may result in failure of achieving the
expected results. The system of communication should be continuous. Honest
efforts on the part of receiver and sender are essential to make the
communication successful.
7. Principle of Integration: In any organization, it is necessary to prepare
an integrated system of communication so that the enterprise can achieve its
goals. Members of management groups must give due importance to keep intact
the communication frame and arteries. As it is a means to an end, it should be
free from any personal prejudices. It should not be offensive in its
content but should convey the sense of adopting definitely cooperati ve principle
of give and take.
8. Principle of flexibility: Any organization no matter how big or small it is
should have a perfect system of communication. It should be flexible so as to suit
the changing requirements of the organization. It should also be able to quickly
and aptly adjust to the new working techniques as well as new
communication systems or methods without much resistance or difficulties.
9. Principle of informality: Management of any organization should see
that the communication at all levels is maintained by supporting formal
communication with informal contacts. The communication becomes most
effective when managers utilize the informal organization to supplement the
communication channels to the formal organization.
10. Principle of feedback: Communication is not a substitute for good
management but it requires good management to operate it effectively and
efficiently. Communication is a two way process which provides enough
opportunity for constructive criticism from the receiver of the message leading
to the emergency of creative ideas. The communicator must create such
atmosphere in the organization that while conveying certain messages or orders
they must depict a correct picture of message and get proper response from the
receiver. The organization must create such feelings in the minds of its
subordinates that they feel free to contribute to the work of the organization.
When the communicators respond with proper feedback system, it may lead to
the speedy progress of the organization. Hence, it is very important that the
management should adopt and encourage such system of communication that
there prevails free and frank atmosphere in the company leading to constant
flow of information in all directions.
BARRIERS OF COMMUNICATION
(Diagram)
Communication is a complex interactive process, involving assumptions
and unspoken agreement between persons. There are frequent errors and
misunderstandings in the process of communication. Due to faulty
communication, a large number of managerial problems arise. Poorly
transmitted messages may lead to understanding and frictions which may
have an adverse effect on the morale of subordinates. There are various
obstacles or difficulties that come in the way of communication. They
are termed as the Barriers of Communication. They may be physical,
mechanical, psychological, cultural or linguistic in nature.
I. External or Mechanical Barriers:
There are certain defects in the devices used for communication. They are
taken as external barriers not within the control of either receiver and or sender
of the message. They are as follows:
1. Increase in difficulty in reception.
2. Defects in reaching certain elements of the message to its destination.
3. The absence of communication facilities.
4. Disturbance interfering the fidelity of transmission.
5. A defective telephone.
6. Cross talks often heard over an intercom link.
7. In case of Mass communication, failure of loudspeaker, disturbance etc.
which are mechanical in nature.
8. Disturbance on the radio, spread ink in the newspaper, rolling of picture
on T.V. etc. Can be taken as barriers of communication.
9. There are environment sounds like traffic noise, other conversations,
doors and window banging etc.
II. Physical Barriers:
In case of physical barriers, there are four main distractions:
1. The competing stimulus: In this case the disturbances may be in the
form of another conversation going on within the hearing distance, loud
music, traffic noise etc.
2. Environmental stress: In this case the factors like humidity, poor
ventilation, strong glare etc. may disturb the smooth communication.
3. Subjective stress: Sleeplessness, ill health, mood variation etc. disturb
listening and interpreting.
4. Ignorance about the Medium: The use of medium with which the
Receiver is not familiar, may become a barrier in understanding. For
example, inability to read maps, graphs, charts etc.
Messages senders limitations:
Following are the senders limitations:
1. The sender of the message may not be able to put his message in a
proper language or may be using confusing language.
2. He may be providing unnecessary details without any logical order.
3. The voice of the sender may grate on listeners ears.
4. The sender may be lacking in the art of composition of sentences. He
may, therefore, confuse the receiver.
5. His choice of words and their arrangement may not be appropriate and
easy to understand.
6. The wiring may be misinterpreted.
7. There may be too much of information in a single visual.
8. The design of the matter may not be simple and easy to understand
9. The written material might not be properly arranged.
Message Receivers Limitations:
Following are the message receivers limitations:
1. The receiver may be inattentive.
2. The level of intelligence of receiver to understand and memories the
message may be inadequate.
3. Listeners background and store of information may not be enough.
4. Confusion may be caused abstract due to theoretical communication.
5. The listeners level of understanding may not be sufficient to grasp the
message.
III. Psychological Barriers:
The frame of human mind through which one looks towards others differs
from individual to individual. The feelings like fear, desire, hope, likes and
dislikes, views, opinions are the attitudes formed because of social environment,
education, family background, and training and personnel experiences. Certain
persons act in certain particular way. It is difficult to predict ones reaction
because one might be influenced by different circumstances of communication.
Following are the important points in respect of psychological barriers of
communication:
1. Self image (self concept): It means a person looks at himself or at the
picture he has of himself. It is this image which makes the person always
defend his point of view. We retain in our mind only that information
which is pleasant, or liked by us or supports our ego, while we
conveniently forget the information which is unpleasant, not to ones
liking or humiliating.
2. Assumption: There are certain assumptions which become barriers in
communication. The speaker feels that he need no elaborate or explain
certain points. This becomes a barrier in communication. In certain
cases, for example, an Engineer takes it for granted that workers
understand various technical terms he uses. It ma y be a wrong
assumption.
3. Redundant phrases: Many times, we use phrases like It is well
known or It goes without saying. These and such others may be
wrongly presumed statements.
4. Generalization: Some people have attitude of illness that is the
tendency of generalization. For example, someone may make a
statement that Businessmen lack manners. It is nothing but
prejudice against a particular group.
5. Prejudgment: Sometimes, we interpret messages in terms of our own
frame of references. In that case, our judgment acts as a barrier in
accepting the facts.
6. Snap reactions: A listener or reader quickly or prematurely responds to
the message may be because one is hottempered. Such reactions are
called as snap reactions. They may prove to be barriers in
communication.
7. Tendency to Evaluate: The main barrier in case of interpersonal
communication is our natural tendency to judge, to evaluate, and
disapprove the statements of others.
8. Group identification: Opinions are formed due to the influence of the
various factors such as a group, neighbors, colleagues, locality city,
religion, economic background etc. to which one belongs. For example,
a person participating in strike because he feels that the idea of a group
is more important, therefore not willing to accept any communication
contrary to the interests of his group.
9. Self Image: A selfimage is created over years and it is difficult to
accept any idea which goes against it. Suppose someone feels himself
to be efficient in performing his job and becomes an officer. As an officer
he is required to control his subordinates and get work done rather than
doing it himself. Here he fails. To accept this shortfall is almost insulting.
It may become barrier in communication.
10. Status Block: A person may develop the feeling that he knows
everything about running a business. He is not easily ready to accept
the contention that his subordinates can also be having useful ideas to
contribute in the success of business. Several times, their useful ideas
may go unheard merely because of the distance in their social status.
It may be a difficult barrier which both may be unable to overcome. Such
barrier can be overcome only by adopting an open door policy.
11. Closed Mind: Intellectual background, narrow interest, failure in
understanding human nature, may become barriers to receive
communication with sympathy. Example is to receive complaints and
grievances in the organization. Counseling can help to overcome this
difficulty.
12. Poor communication skill: Inefficiency in writing and speaking
prevents the speaker in encoding his ideas properly and to attract
listeners properly. This skill can be improved upon by suitable training.
Poor reading habits and faulty listening are psychological shortcomings.
In case of oral communication, unfamiliar pronunciation, nervousness in
facing audience may become a major barrier in communication.
13. State of health: State of health can also become a barrier in
communication. A person with illhealth gets his ability to communicate
reduced due to lack of energy and many, therefore, refuse to
communicate. Reciprocally, receiver may not properly respond.
IV. Semantic Barriers:
The important means of communication is language and it must be used
properly. Words having different shades of meaning and pronunciations should
be used very carefully. For example, a word Record can be used as a verb as
well as a noun with a difference in stress but without any difference either in
pronouncing or in spelling. The words like site, cite, sight can cause
misunderstanding in speaking. In certain cases, technical terms may not be
understood particularly those who are not associated with that field. All such
factors are covered under the term semantic barriers.
V. Cultural Barriers:
Any language is the expression of the thoughts, feelings and experiences in
terms of cultural environmental. The same language when used in different
cultures, take different color and conveys different meaning. Sometimes, we
modify our language according to the person with whom we are speaking. There
is a difference in the use of language for discussions, formal talks informal talks
etc. Language influences behavior of individuals and groups.
1. In certain cases, language itself becomes a barrier in communication.
2. Words are mere symbols and frequently convey more than