A PAPER ON COMMUNICATION

7/30/2019 A PAPER ON COMMUNICATION

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PREPARED AND PRESENTED BY

SONNET THOMAS9567323598


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Principles of communication Truthfulness and fairness

Freedom of expression

Tolerance to dissenting views

Respect to others

Full disclosure of information

Avoid distortion

Avoid insulting language

Avoid rumours

Respect privacy

Dont entertain unethical communication


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Types of communication Downward: orders, instructions, policy statements,

notices, circulars etc.

Upward: to send information, suggestion, complaints,grievances etc.

Horizontal or lateral: at the same level

Diagonal or cross-wise: cuts across different levels and

functions. The supervisor in the finance dept.communicates directly with a regional marketingmanager who is not only in a different department, butalso at a higher level in the organisation


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Basic Communication

Verbal

Nonverbal

Structure Intent

More SpontaneousLess Control

Conscious PurposeMore Control

Non

verbal

Verbal

Less StructuredHarder to Classify

More StructuredEasier to Study


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Nonverbal communication differs from verbalcommunication in fundamental ways.

its less structured, so it's more difficult to study.

Nonverbal also differs from verbal communication interms of intent and spontaneity. You generally plan

your words. But when you communicate nonverbally,you sometimes do so unconsciously. Without yourconsent, your emotions are often written all over yourface.

Verbal communication consists of words arranged inmeaningful patterns: that is according to the rules ofgrammar by putting the various parts of speech in theproper sequence.


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Chapter 1 -7

Listening45%

Writing9%

Reading16%

Speaking30%

R

eceivingS

endin

g

Usage of Business Communication Channels


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Given a choice, people would rather talk to each otherthan write to each other.

Talking takes less time and needs no composing,keyboarding, rewriting, duplicating, or distributing,and oral communication provides the opportunity forfeedback.

Nonetheless, oral communication has drawbacks. Youhave far less opportunity to revise your spoken wordsthan to revise your written words.

At times written forms are more appropriate andeffective: if the information you are conveying is verycomplex, if a permanent record is needed for futurereference, if the audience is large and geographicallydispersed, and if immediate interaction with theaudience is either unimportant or undesirable.


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Informal contacts with outsiders are important for learningabout customer needs. As a member of an organization,

you are an important informal conduit for communicating

with the outside world. Many outsiders may form theirimpression of your organization on the basis of the subtleclues you transmit through your tone of voice, facialexpression, and general appearance.

Top managers rely heavily on informal contacts with

outsiders to gather information that might be useful totheir companies, either by networking with fellowexecutives or talking with customers and frontlineemployees.


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Verbal communication- oralVerbal means connected withwords

Speech comes before writing

Spoken communication or the communicationinvolving speech is oral C

It is a spontaneous activity

Provides immediate feedback

Time-saving and economical

Gives an opportunity to correct any mistakes


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Verbal communication- written Written communication is creative activity that

requires a lot of imagination and effort to arrive at thefinal write up

Is based on conscious effort

Is not spontaneous as oral C

Collect all the necessary information, arrange in a

logical order and then write out very carefully Letters and reports, nicely produced, reflect the image

of the organisaiton


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Oral and written communications-a comparison

Point of comparison Oralcommunication Writtencommunication

Nature Information withpersonal touch

Formal withoutpersonal touch

Speed Fast SlowFlexibility High Low

Record No record Permanent record

Cost Economical (low) High cost (costly)Gestures Can be used Cant be used

Feedback Immediate Delayed

Suitability For short and simplemessages

For lengthymessages


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Nonverbal communication Actions, gestures, facial expressions, etc.

Transmits most info in face-to-face meetings

Influences meaning of verbal and written symbols Less rule bound than verbal communication

Important part of emotional labour


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Meaning and role of

communication A social activity

The process by which we exchange meanings, facts,

ideas, opinions or emotions with other people Done through speech, writing, exchange of a common

set of symbols etc.

Critical to the success of any organisation

Information, ideas, attitudes or emotions getconveyed from persons or groups


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Functions of communication Information sharing

Feedback to and from employees

Influence people

Problem solving Assists in decision making

Facilitating change

Group building

Conveying the right message Coordination of efforts

contd


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Good industrial relations

Development of managerial skills

Ensuring effectiveness of policies Motivating people

Performance feedback

Job instruction

Controlling people

Spreading rumours/ grapevine

Emotive function


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Growing importance of human relations

Corporate image and public relations

Technological advancements Growth in the size of organisations

Growth of trade unions

Motivation, morale and fostering positive attitude

Advances in behavioural sciences


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Importance of Communication Growing importance of human relations

Corporate image and public relations

Technological advancements Growth in the size of organisations

Growth of trade unions

Motivation, morale and fostering positive attitude

Advances in behavioural sciences


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Communication models Who

Sayswhat

In what channel Towhom

With what effect

When


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Communication process One-way communication process

Two-way communication process


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Receiver

Decodemessage

Encodefeedback

Formfeedback

Sender

Formmessage

Encodemessage

Decodefeedback

TransmitMessage

TransmitFeedback

Receiveencodedmessage

Receivefeedback

Noise

Communication Process Model


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Channels are oftwo types Formal channel

Informal channel


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Internal Communication

Official Structure

Formal Chainof Command

Up, Down, AcrossFormal Power Lines

The Grapevine

InformalNetworking

Unofficial Linesof Power


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Internal communication refers to the exchange of informationand ideas within an organization. Internal communication helps

employees do their jobs, develop a clear sense of theorganizations mission, and identify and react quickly topotential problems.

The official structure (formal communication network) istypically shown as an organization chart that summarizes thelines of authority; each box represents a link in the chain of

command; each line represents a formal channel for thetransmission of official messages. Information can f low in threedirections.

Downward flow. Organizational decisions are usuallymade at the top and then flow down to the people who will carrythem out.

Upward flow. To solve problems and make intelligentdecisions, managers must learn whats going on in theorganization.

Horizontal flow. Communication also flows from onedepartment to another, either laterally or diagonally.


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The grapevine (informal communication network)supplements official channels. People have casualconversations at work.

Most deal with personal matters, but about 80 percentof the information on the grapevine pertains tobusiness.

Some executives are wary of the grapevine, possiblybecause it threatens their power to control the f low ofinformation. Savvy managers tap into the grapevine,using it to spread and receive informal messages.


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External Communication

Formal Contacts

Marketing

Public Relations

Informal Contacts

Employees

Managers


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External communication carries information into and out ofthe organization.

Good communication is the first step in creating a favorable

impression. Carefully constructed letters, reports, memos, oral presentations,

and websites convey an important message about the quality ofyour organization.

Messages such as statements to the press, letters to investors,

advertisements, price increase announcements, and legal actionupdates require special care because of their delicate nature.

Such documents are often drafted by a marketing or publicrelations teama group of individuals whose sole job is creatingand managing the flow of formal messages to outsiders.

The public relations team also helps management plan for andrespond to criseswhich can range from environmentalaccidents or sabotage situations to strikes, massive productfailure, major litigation, or even an abrupt change inmanagement.


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Formal channel of communication Formal: normally controlled by managers or people

occupying similar positions in an organisation

Carefully thought out and well designed

Main line of the organisationsoperationalcommunication

Eg: reports, records, orders, instructions, letters, sales

presentations, advertising, publicity material


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Advantages of formal

communication Effective

Cover more distances- can reach out to all branchesspread across the world

Consolidates the organisation and satisfies the people

in managerial position


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Limitations Hindrance to free flow of information

Consumes more time and money

Red-tapism and delay tactics

Adversely affects the relationship between executivesand subordinates


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Informal communication or

grapevineA secondary network of information

Source lies in mans compulsive instinct tocommunicate or talk out whatever he feels and thinkswith his fellow beings

Rumours spread fast in any organisation

Unofficial channel of communication created and

controlled by people themselves Not set of definite rules

Spreads fast like the grapevine, and hence the name


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Why grapevine is active? The urge to share ideas with like-minded companions

Feeling of uncertainty, inadequacy

Lack of self confidence, sense of direction Formation of favoured group by the manager giving

other employees a feeling of insecurity or isolation


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Grapevine chains Single strand chain: A to B, B to C and so on

Gossip chain: tells everyone

Probability chain: at random

Cluster chain: A tells something to a few selectedindividuals and then some of these individuals informa few other selected individuals


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Merits of grapevine Speedy transmission

Feedback value

Support to other channels

Psychological satisfaction


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Communication Barriers

Perception and language

Restrictive environments

Distractions

Deceptive tactics

Information overload

Physiological barriersPsychological barriers

Physical barriersCultural barriersSemantic barriers

FilteringInformation overload


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Interference in the communication process is called noise whichcan be caused by a variety ofcommunication barriers.

Selective perception: Peoplechoose the details that seemimportant to them. Language: There is a limit to how completelyany two people share the same meaning for a word.

Arestrictive environment: a directive and authoritarianleadership style, can block the flow of information.

Physical distractions: bad connections, poor sound systems, orillegible photocopy can block an otherwise effective message.

Deceptive communicators :exaggeration of benefits, givinginaccurate statistics etc.

People constantly receive messages via e-mail, express couriers,fax machines, voice mail, websites, regular mail and cell phones.Information overloadcaused by the sheer number of messagescan be distracting, making it hard to discriminate betweenuseful and useless information.


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Information overloadA barrier to communication

Happens when people are loaded with lots ofinformation

Delays processing or responding toinformation/message

Delay may become a habit, causing serious

communication problems People may become selective in their response


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Episodes of

informationoverload

Employees

informationprocessing

capacity

Time

Information Load

Information Overload


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Overload: Problem Solved

Gatekeeper Message C

Overload(too many messagesreaching a person

at once)

Use gatekeepers tocontrol the number

of incomingmessages received

Use queuing topresent messages

in order

Problem:

Solutions:

Message C

Message B

Message A

Person

Message C

Message B

Message A

Message A Message B Message C

Person

Person


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Overcoming Barriers

Open

Communication

EfficientMessages

Audience-Centered

Approach

EthicalCommunication


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Overcome barriers and improve

your communication Effective communicators work hard at perfecting the

messages they deliver. When they make mistakes, theylearn from them.

(1) adopting an audience-centered approach;

(2) fostering an open communication climate;

(3) committing to ethical communication; and

(4) creating lean, efficient messages. Following these guidelines will help you.


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Audience-Centered

Approach

Biases

Education

Age

Status

Style


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Adopting an audience-centered approach meansfocusing on and caring about your audience, making everyeffort to get your message across in a way that ismeaningful to them.

Learn as much as possible about the biases, education, age,status, and style of your audience to create an effectivemessage. When you address strangers, try to find out moreabout them; if thats impossible, try to project yourself into

their position by using your common sense andimagination.

By writing and speaking from your audiences point of view,you can to help them understand and accept your message.


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Communication ClimateCorporate

Culture

Flat

Tall

High

Low

Level ofFeedback

OverallStructure

More Open

Less Open


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An organizations communication climate is a reflectionof its corporate culture:the mixture of values, traditions,

and habits that give a company its atmosphere orpersonality. Successful companies encourage employee contributions

by making sure that communication f lows freely down, up,and across the organization chart.

Having a flat structure (fewer levels) and a wide span ofcontrol (more people reporting to each supervisor) is lesslikely to introduce distortion than having a tall structureand a narrow span of control.

Enables managers to share information with colleagues and

include employees in decision making, goal setting, andproblem solving. Giving your audience a chance to provide feedback is

crucial to maintaining an open communication climate.


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Strategies for improving

communication effectiveness (A) Clarity of purpose: what exactly we wish to communicate?

Plan carefully.

Shared activity: effective C- responsibility of all in the orgn-

all are working towards a common goal Common set of symbols: familiar to the sender and

receiver- avoid unnecessary technical jargon

Focus the needs of the receiver: will make him morereceptive to your message

Use feedback: problems in C arise due tomisunderstandings and inaccuracies. Ask questions,request a reply to a letter, encourage the receiver to give hisreactions to the message/information


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Active listening: joint responsibility of the sender and the

receiver Controlling emotions: a successful communicator mustlearn/ train himself to exercise restraint on his emotions,esp. anger. We often communicate with our negativefeelings and emotions leading to all sorts ofmisunderstandings owing to emotion-loaded encoding ofthe message or misinterpretation of the incoming message

Politeness: The tone makes the music- exercise authoritywith grace. Politeness encourages participativecommunication involving people at all levels

Eliminate noise: anything going wrong with the equipmentor any disturbance in the transmission line

Clarify assumptions: the sender of the message must firstclarity his assumptions and then go ahead with properencoding of the message


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Avoiding connotation and ambiguities: semantic problems

can be solved by using simple language. Avoid allambiguity during communication Socio-psychological aspect: both sender and receiver

should make conscious efforts to understand each otherscultural and socio-psychological background

Completeness: send a complete message, furnishing allnecessary facts and figures. Incomplete ones annoy thereceiver- proper feedback may not come. Receivershouldnt be left in doubt

Conciseness: KISS- Keep It Short and Simple- be conciseand crisp in communication

Proper use of body language: in oral C- good eye contact,graceful movements of hands and feet, warm handshake,holding head straight on shoulders with confidence


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Thank you References:

K. K. Sinha, Business Communication, GalgotiaPublishing Company

Bovee, Thill, Schatzman, Business CommunicationToday, Pearson Education

R. C. Bhatia, Business Communication, Ane Books

M. K. Sehgal, Vandana Khetarpal, BusinessCommunication, Excel Books

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A PAPER ON COMMUNICATION