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• Chapter 1 - Efective Communication in the Workplace
The ability to communicate is an essential life skill and one that can be
continually developed. Individuals who are good communicators nd it
easy to develop empathy and trust with others. These people adapt their
style of communication to suit the audience and situation they are
presented with.
• Chapter 2 - Workplace Communication Styles
Each person’s communication style is a unique combination of their own
innate skills and those learnt both formally and through experience. hat
makes some people better than others at communicating is their ability to
adapt their style to suit the message! environment! and exchange.
• Chapter 3 - Recognizing Workplace Communication Styles
hilst individuals may favor a particular way of communicating! they can
alter their behavior to other communication styles if necessary to suit a
particular situation. This "exibility helps them to come across as
knowledgeable! condent! and empathetic.
• Chapter 4 - erceptual re!erences
#eople may be naturally visual! auditory! or kinesthetic communicators.$sing a supplementary form of communication can help your message to
be correctly interpreted.
• Chapter " - #ttitu$es to Communications
E%ective communication depends on your ability to read the attitude of
the other person or group. This is something that can be picked up from
the behavior you see and will re"ect their emotions and feelings towards
the communication.
• Chapter % - Communication Research
There is a whole industry built on helping you to become a better
communicator. $nfortunately! some of what is written about this topic is
rather misleading.
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• Chapter & - 'sing the RES'() rinciple
The &E'$(T principle can help you to improve your communication skills.
The acronym stands for &eason! Environment! 'pecic! $nderstanding!
(isten! and Timeframe.
• )hapter * + ,arriers to )ommunication
#roblems with communication occur when the way in which we express
ourselves is not fully understood and appreciated by those we want to
communicate with. 'ome of these di%erences are within our control!
others are not! and being forewarned about such obstacles in"uences how
successful your communications will be.
•
-ou will learn how to
• /etermine your own preferred communication style.
• $se this information to develop and enhance your communication
skills.
• Identify and respond appropriately to other people’s emotions.
• 0pply the six components of the &E'$(T communications principle.
• 1vercome the most common barriers to successful communication.
+ 'ee more at http22www.free+management+ebooks.com2dldebk2dlcm+
e%ective.htm3sthash.45676877.dpuf
Efective Communication in the Workplace
The ability to communicate is an essential life skill and one that can be
continually developed. Even if you are a naturally good communicator! there
are always opportunities and ways to enhance your communication skills.
Individuals who are good communicators nd it easy to develop empathy
and trust with others. These people adapt their style of communication to
suit the audience and situation they are presented with.
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)ommunication is a complex two+way process that can involve severaliterations before mutual understanding is achieved. )ommunication takes
place in many ways. -ou can communicate using words! symbols! pictures!
graphics! voice! tone! facial expressions! clothing! and body language.
9ost communication is a combination of these elements. ,y understanding
how to use these elements e%ectively you can improve the way you
communicate and achieve the best outcome for any situation. hether
speaking formally or informally! addressing a meeting! or writing a report!
the basic principles of communication are as follows.
*no+ your au$ience
)ommunication should always be packaged to suit the listener:s level of
understanding.
*no+ your purpose an$ topic
9ake it clear whether you are delivering specic information! requesting
information! or being social. ,e aware of all the facts and details.
#nticipate o,ections an$ present a complete picture
1b;ections often arise due to misunderstandings. )ommunicate the benets
for both parties. 'upport your statements with evidence <e.g. statistics ortestimonials=.
Communicate a little at a time. then check the listener un$erstan$s
#ause! ask questions! and give the listener an opportunity to ask questions.
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resent in!ormation in several +ays
hat worked for one listener2reader may not work for another.
/evelop practical. use!ul +ays to get !ee$,ack
6eedback is the best way to evaluate the e%ectiveness of your
communication.
In all areas of your life you will play many di%erent roles in the
communications process. 0t the highest level within this process you will
either be the person instigating the exchange or the recipient of it.
hichever one of these roles you play you will have a variety of options that
will shape your communications and the level of preparation you are able to
perform.
Those who instigate a communication will generally be performing one the
following roles that will match the reason why the communication is takingplace.
)ommunicator > you have a need to inform an individual about some aspect
of their work or you require them to take on a task you need to delegate. -ou
might need to persuade someone or a group to accept the topic of your
communication and its implications or repercussions. The communication
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may! or may not! have been expected and you will be able to establish this
by listening and observing the recipients’ responses.
Investigator > the reason for your communication is to nd out some
information or data that you need to make a decision. It can also be that you
need to nd out the latest status of a pro;ect or task.
0ssessor > you have to assess how well someone! or a group! is performing
their role or task. In this role you may be responsible for gathering and
collating the data you collect as part of this communication process.
If you are the individual receiving the communication then the role you will
adopt during the exchange will fall into three broad categories
&ecipient > you need the information or data contained in the communication
to ensure that you can complete your task or perform your ;ob. 9uch of the
communication in this role is of a general nature and its purpose it to keep
you informed of organi8ational changes and progress.
#articipator > this is the role you will often nd yourself in. -our knowledge
and skills are required in a discussion or decision+making process that has
mutual benet to those involved in the communication.
0ntagonist > your viewpoint may be contrary to that of other person or
people in the exchange and you want to ensure that those involved in the
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communication are fully informed of all issues in order to ensure that a well+
reasoned decision or ;udgment is the end result.
ith each of these broad roles you will alter your behaviors and method of
communicating to suit the environment and circumstance. ,ut whichever
high+level role you nd yourself performing you will also need to activelylisten to the whole of the two+way exchange.
0n important skill that all good communicators possess is their ability to
actively listen. /eveloping the skill of actively listening during conversations
enables you to avoid misunderstandings! confusion! and misinterpretations.
It also ensures that you are always looking at the ?big picture’ when
communicating.
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Types of communication barriers
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Barriers to communication arise from a variety of sources such as complex organizational structure,
sue of ambiguous words, perceptual differences of sender and receiver, status difference etc.
Theo Haimann has classified the main barriers to communication into four major groups. These are:
Barriers caused by organizational structure.
Barriers caused by status or positions.
Barriers caused by language.
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Barriers resulting from the general inclination to resist change.
McFarland has classified the communication barriers into the following four groups:
Unsound objectives
rganizational bloc!s "emantic bloc!s
#uman relations problems
Ricky W. Griffin has classified the communication barriers into two broad groups such as $a%
&ndividual barriers and $b% rganizational barriers.
'or convenience of discussion we can classify the barriers to communication in the following four
categories:
rganizational barriers
&ndividual barriers
"emantic barrier
ther barriers
These four categories of communication barriers are shown in the following diagram:
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Types of communication barriers
(. Organizational barriers: The barriers that generate form within the organization are !nown as
organizational barriers may be of the following types:
o Negative organizational climate: The main aspect of organizational climate that acts as
communication barrier is the negative attitude of top management. )egative attitude of top
management discourages communication initiative of the employees.
o Absence of communication policy: *ell+designed communication policy encourages
communication in the organization. &n the absence of such policies, employees fail hesitate to
communicate.
o Excessive authority layers: xcessive authority layers acts as a severe impediment to
successful communication. &n the case of excessive authority impediment to successfulcommunication. &n the case of excessive authority layers, information reaches to its final
destination passing through several hierarchical levels. -s a result, information may be
distorted or lost. xcessive authority layers also causes delay in communication.
o Filtering: 'iltering implies willful distortion of information. This problem usually arise in
upward communication. &n upward communication, employees tend to pass only those
messages that create positive impression about them.
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ndividual !arriers: Barriers created by the sender and receiver are !nown as individual
barriers. "uch barriers include the following:
o "ifferences in personality: ersonality is the set of attributes that define a person.
very person holds a distinct personality. This individual nature of personality acts as barrier
to communication.
o #erceptual differences: erception is the uni/ue way in which people respond or
interpret an object. 0ifference in perception is a very common problem in effective
communication. &t for example, a subscriber of BTTB1s land phone in Bangladesh may
positively react to the government1s move to privatize BTTB expecting a better service. But an
employee of BTTB might view this as step to cut jobs and retrench existing employees.
o Fear : 'ear of reprisal or attac!, fear of criticism for !nowing very little etc. may create
problem in communication.
o $tereotyping: "tereotyping is generalizing about a class of people or events that is
widely held by a given culture. &n case of stereotyping, people develop communication
statements and mindsets about others. This orientation exposes itself in such statements and
mindsets. 'or example, 2-ll used car salesmen are dishonest,3 or 2-ll foreign recruiting
agents are liars.3 "uch all inclusive perceptions not only are seldom correct but they also
bloc! mental activity that is necessary for successful communication.
o %alo Effect: The halo effect is the tendency to use a general impression based on one or
a few characteristics to judge other characteristics of that same individual. 'or example, a
manger might identify one trait of an employee, such as an excellent attendance record, and
perceive that the employee1s productivity and /uality of wor! must also be outstanding.
o nattention: "ometimes communication does not reach due to the inattention of the
receiver. "uch inattention may result from busyness, lac! of interest about subject, suffering
from disease or family problem etc.
&anguage or $emantic !arrier : - common barrier to effective communication is
semantic distortion, which can be deliberate or accidental. "emantic problem arises when words
and symbols have different meanings for different people that lead to a misunderstanding. 'or
examples, an advertisement states, 2we sell for less.3 &t is ambiguous and raises the /uestion: less
than what4 &n another case, during meeting, a male colleague said to one of his female colleague,
2*hy don1t you dye it43 meaning her hair. The female colleague thought he said, 2*hy don1t you
diet43 she did not spea! to him for a month. "emantic barrier presents difficult challenge when
people from different cultures communicate with each other.
Other !arriers: The following factors also act as the barrier to effective communication:
o nformation Overload: &nformation overload may also be a problem of effective
communication. &nformation overload is the situation when a person is given too much
information at a time.
o Faulty expression: 'aulty expression of message fails to convey exact meaning to the
receiver. &t happens due to lac! of clarity, use of vague terms, badly expressed information,
improper organization of ideas etc.
o $tatus or power difference: 5ommunication problem may arise when people of different
power or status try to communicate with each other. 'or example, the manger of a company
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may neglect suggestion from his subordinates simply because of difference in their status.
This under treatment of people ma!es the communication ineffective.
o Negative attitudes to change: "ome people always resist any !ind of change in the
organization. They thin! that 6old is good, and are fearful about the changes. Therefore, they
create problems in communication through inattention, false interpretation, rumor, resistance
and non+cooperation.
o Noise: nvironment factors may also disrupt effective communication. ne such factor is
noise. 'or example, in oral communication, noise hiders smooth flow of information or
message. &n factories, loud noise of machines ma!es oral communication very difficult.
Filed Under: Introduction Tagged With: Communicatio barriers type, Communication barriers,Types
o communication barriers
*hat is a communication barriers4 7 8uideline to overcome communication barriers
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"ender transmits a message with the expectation that the receiver will receive, understand and act
on it. #owever, messages do not always reach to its intended receiver in way the sender thin!.
"ome causes or factors impede the flow of message, it1s interpretation and understanding. "uch
factors or causes are !nown as communication barriers. "ome definitions on communication
barrier are /uoted below:
!ccording to "r# $uru% &umar "ebnath, deined, 'Barriers to communication mean obstacles to the
process o communication#
In the opinion o Louise (# Boone and )thers, 'Communication barriers are the problems that arise
at every stage o the communication process and have the potential to create misunderstanding and conusion#
!ccording to C# B# *amoria, 'Communication, +hen it is impeded and does not reach the receiver is
oten some+hat ineective and the impediments are no+n as barriers#-
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*hat is a communication barriers
By considering the above discussion and definitions, it can be concluded that communication
barriers are the factors that inhibit the effective flow of information that communication barriers are
the factors that inhibit the effective flow of information in the process of communication.
5ommunication barriers impede the flow of information or create problems in understanding and
acceptance of information.
8uideline to overcome communication barriers
vercome the communication barriers are essential to ensure effective communication. -lthough it
is not possible to eliminate all the barriers, they can be minimized to a great extent. The following
guidelines are offered in this regard:
(. 'lear organizational policy: rganization should have ade/uate, clear and explicit
communication policies. "uch policies will reduce confusion and promote the flow of
communication.
9. #rovision for feedbac(: &n order to ma!e communicate effective, mangers should actively see!
feedbac! from subordinates. 'eedbac! reduces the chance of misunderstanding and disparity
between the messages sends and received.
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. )eorganization: &n order to create a favorable communication climate, complex organization
structure should be reorganized. ;eorganization may involve reducing authority layers and
establishing clear authority and responsibility relationship.
<. *anagement development: 'or improving communication s!ills, management development is
necessary. This development is possible through delegation of authority, decentralization, arranging
seminars and wor!shops, providing training on computers and other electronic means of
communication.
=. Orientation: rientation refers to introducing the newly appointed employees with the company
mission, goals, policies, rules and regulations, procedures etc. this can greatly enhance the
effectiveness of communication in the organization.
>. #romoting informal relationship: &nformal relationship can play a vital role in promoting
communication. #ence, management should use informal communication channel along with the
formal channels.
?. $electing proper media: ffectiveness of communication largely depends on appropriateness of
media. Therefore, media should be selecting considering some factors such as importance of
message, communication environment, !nowledge of the receiver etc.
@. 'ommunication training: To ma!e the employees efficient communicator, organizations can
arrange various training programs for them.
A. )educing information overload: 5ommunication system becomes defective if more information
flows at a time than is necessity. To resolve this problem, only necessary information should be
conveyed. oreover, separate messages should be communicated after certain intervals.
(C. 'ommunication audit: -ccording to #oward #. 8reenbaum, one way to improve communication
in organization is to conduct a communication audit. 5ommunication audit means examining and
evaluating communication networ!s, communication functions and communication principle. &f
communication audit is underta!en after certain intervals, communication will obviously improv
0ifference between communication process and communication mode7 Dimitations
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5ommunication model and process are closely related to each other. 'ommunication processis
made up of some se/uential parts of exchanging information. This process includes sender,
encodings, message, channel, receiver, decoding and feedbac!. n the other hand, communication
model is the symbolic presentation of communication process. Thus, it seems that communication
process and model are similar to each other. Eet, there exists some differences between them. The
differences are below:
Nature: 5ommunication process is theoretical in nature and 5ommunication model is the pictorial
presentation of communication process.
+nderstandability: "ince communication process is a theoretical matter, it re/uires descriptive
analysis of components and "ince model is a symbolic representation, on can understand the model
by simply loo!ing at it.
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'omplicacy: The process is descriptive in nature and therefore, it is a complex matter and The
model is relatively less complex as it is presented in the form of picture of diagram.
Time involvement: Theoretical analysis of communication process and 0eveloping
communication model re/uires less time than the process.
)e,uirement of expert: There is hardly any need of expert to design a communication
processand xperts are essential to develop a well thought out model.
Dimitations of communication model
Though communication model is useful in a variety of ways, it is not free form limitations. The
limitations of using communication model are as follows:
)igidity: 5ommunication model is rigid in nature. 5ommunication cannot always be presented in
a rigid model.
Non-inclusion of some aspects: &n a communication model, only the important aspects of
communication process are included and less important aspects are ignored. But in some cases
these unimportant aspects become important.
&ac( of detailed explanation: 5ommunication model represents the communication process
through symbols. laborate explanation is not always available in the communication model.
Non-availability of experts: -nother limitation in developing a communication model is that
expert hands are not always available. -s a result, development of time befitting model is difficult.
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Filed Under: Introduction Tagged With: Communication mode, Communication process, "ierence
bet+een communication process and communication model , Limitations o communication model
Types of communication model
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There are many models of communication developed by noted theorists of different disciplines.
-mong the theorists, -ristotle, Dasswell, "hannon, *eaver, cDuhan, acDean, ;ileys, *estley,
8erbner, ;othstein, "chramn, Berlo, sgood, Fohnson, 5herry are the renowned ones. "ome
important and well+!nown models are discussed below:
./ Aristotle0s *odel: -ristotle, your well !nown -ncient gree! thin!er, unveiled an operation
involving by oral communication within his G her creating hundred years prior to the birth involving
5hrist. The tas! is regarded worthy inside analyze involving modern day communication. #e
articulates of any communication practice consisting of a new loudspea!er, a message and also a
listener. The -ristotelian model of communication can be as follows:
-ristotle
pointed out that the person at the end of communication process plays the !ey role to whether or not
communication ta!es place.
1/ &asswell0s *odel: #arold Dasswell, a politics scientist, designed a communication exchanges
type mixing the main elements of communication exchanges. #is model has become widely
discussed given that (A<Cs. #e or she expressed the actual type because, 2*ho affirms exactly
what, in which funnel, to be able to which, in doing what effect. 3 *hich means, Dasswell1s style of
verbal exchanges consists of several parts+ "ender $who%, essage $what% in addition to receiver
$whom%. Dasswell included solely the actual component+channel. The majority of modern+day
theorists tal! about these several areas of the actual communication procedure by employing
diverse terminology. The particular Dasswell1s type can be found beneath:
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2/ 'laude $hannon and also 3arren 3eaver *odel : united "tates applied mathematician 5laude
"hannon and also &ndustrial engineer *arren *eaver produced a new mathematical theory
regarding conversation within (A<A although wor!ing at bell obile phone Daboratories in the United
"tates. -fterwards his G her style has grown to be well+!nown because 2information theory3. "hannon
and also *eaver1s style is commonly recognized because the course from which communication
studies has exploded.
"hannon along with *eaver product contains the subse/uent = things:
-n data source, which usually yields an email
"ome sort of transmitter, which encodes the particular communication in to indicators
"ome sort of sales channel, to be able to which usually indicators usually are ta!en for sign
"ome sort of receiver, which 6decodes1 $reconstructs% the particular communication from the
indication
"ome sort of desired destination, in which the communication occurs.
&n the model, they indicated a sixth element, noise as a dysfunctional factor. The model is shown
below:
-dvantages of "hannon and *eaver1s model: The strengths of "hannon and *eaver1s model are:
"implicity
8enerality and
Huantifiability
"uch advantages made this model attractive to several academic disciplines.
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4/ $chramm0s *odel: *ibur "charmm, the well+!nown communication theorist, designed an easy
devices communication model in his boo! 2The course of action in addition to ffects involving ass
5ommunication. 3 *ithin the product, "chramm found because -ristotle would, of which
communication usually re/uires about three elements+the resource, this communication plus the
desired destination. Ultimately, the original source encodes a communication in addition to direct that
to its desired destination via some programmers, in which the message is usually obtained inaddition to decoded. "chramm1s product is really as comes after:
=. The )ileys *odel: Fohn *. ;iley and atilda *hite ;iley, a husband and wife team of sociologists pointed out the importance of the sociological view in communication. They developed a
model to illustrate sociological implications in communication. The model is shown below:
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The mode indicates the communicator $5% emerges as part of a larger pattern , who sends
messages in accordance with the expectations and actions of other persons and groups within the
same social structure. it is also true in the case of the receiver $;% in the communications process. in
addition, both the communicator and receiver are part of an overall social system. The model clearly
illustrates that communication is a two+way process.
>. !erlo0s $-*-'-) *odel: 0avid I. Berlo, a communication theorist and consultant developed a
model named "++5+; model of communication in (A>C in his boo! 2The process of
communication3. Berlo pointed out the importance of the psychological view in his communication
model. The four parts of Berlo1s "++5+; model are " J "ource, J essage, 5 J 5hannel and ;
J ;eceiver. The model is as follows:
The elements of Berlo1s model are discussed below:
$ource: The first element of Berlo1s communication model is the source. -ll communication must
come form some sources. The source might be one person, a group of people of a company.
"everal things determine how a source will operate in the communication process such as:i.
5ommunication s!ills li!e abilities to thin!, write, draw and spea!.
ii. -ttitudes toward audience, the subject matter etc.
Inowledge of the subject, the audience and the situation.
"ocial bac!ground, education, friends, salary, culture etc.
*essage: essage is the information, views of thoughts to be sent by the source. The source must
choose the code or language for sending the message.
'hannel: The channel is the method such as telegraph, newspaper, radio, letter, poster or other
media through which the message will be transmitted.
)eceiver : ;eceiver is the final element in the communication process. The receiver is the audience
of the message.
?. 'ontemporary *odel: The modern day style of communication features developed primarily from
the early on wor! associated with "hannon along with *eaver along with "chramm. These experts
have been related to expounding on the process of communication in a way that may be useful in
most situations.
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ff their wor! the ultra+modern as well as modern day style of communication developed. The
normal regions of modern day style of communication incorporate communicator, encoding,
information, moderate, recipient, decoding, and suggestions along with sounds.
*hat is communication model4 7 'unctions of communication model
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- model can be defined as a visual presentation that identifies, classifies and describes various parts
of a process. &n the communication process, sender, message, media and receiver are associated.
5ommunication process starts with the transmission of message by communicator and end with
receiver1s feedbac!. *hen this communication process is represented through a line or picture, it is
called communication model. &n other words, pictorial presentation of communication process is
!nown as communication model.
The simple model of communication consists of a sender, message and receiver. #owever, this
simple model ignores many other parts of communication process. "o by incorporating all parts of
communication process, a comprehensive communication model is presented below:
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&n communication model, various parts of communication process are depicted in a se/uential and
rational way.
&n fine, it can be summed up that communication model is a diagrammatical presentation of
communication process. &t is the logical settings of the elements of communication process.
'unctions of communication model
5ommunication model refers to the visual representation of communication process. 5ommunication
model performs certain function in developing communication s!ills and efficiency. "ome important
functions of communications model are mentioned below:
(. Teaching the elements of communication process: 5ommunication model represents various
elements involved in sending and receiving message. "o from communication model, one can learn
various aspects of communication process. 'or this reason, it is said that communication model
teaches communication process.
9. 'onducting research: The second important function of communication model is to help in
conducting research in the field of communication. 5ommunication model presents various aspects
of communication logically that help the researchers are in understanding the pattern of
communication. "o with the help of communication models, the researchers can underta!e
communication research programmers and perform those efficiently.
. #redicting the success or failure of communication process: -nother function of
communication model is to predict or forecast the success or failure of a particular communication
process. Through this model, one can ascertain the causes of success or failure of communication.
&mportance or objectives of communication model:
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5ommunication model has evolved to understand the communication process. &t helps to
understand the important aspects of communication. "ome points highlighting the importance or
objectives of communication model are given below:
(. Easy understanding of communication process: 5ommunication model helps to understand
the communication process easily and logically.9. $howing information flow: 5ommunication model shows how information flows form one
person to another in the organization.
. ntroducing the parts of communication process: 5ommunication model is also helpful to
orient the various parts of communication process to its readers.
<. Easy presentation of communication process : 5ommunication process is a complex issue.
Through a model, this complex issue can be presented easily.
=. +nderstanding the communication complexities: 5omplex issues of commutation process
cannot be show in the communication model. 5omparing these complexities with the model, one
can measure the degree of complexities in a given communication issue.
*hat is two+way communication4 7 &mportance of two+way communication
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Two+way communication occurs when the receiver sends response or feedbac! to sender1s
message. &n two+way communication process, the sender first transmits the message to the receiver.
-fter receiving a message, the receiver decodes it and then sends bac! his or her reaction to the
sender.
&n two+way communication, information flows in two+ways: information form sender to receiver and
response from receiver to sender. "o it is regarded as the complete communication process.
Two-way communication may occur horizontally or vertically in the organization. *hen information
is exchanged between superior and subordinate, it is !nown as vertical two+way communication. n
the other hand, when communication ta!es place between persons holding the same ran! or
position, it is called horizontal two+way communication. Two+way communication is represented in
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the following diagrams:
By nature, face+to+face and telephonic conversations are the examples of two+way communication.
&n the case of written communication, two+way flow of information will occur when receiver sendsfeedbac!.
&n fine, it can be said that the communication process having provision for feedbac! in termed as
two+way communication.
&mportance of two+way communication
Two+way communication is the complete communication process. &n this communication, information
flows form sender to receiver and response of the receiver goes bac! to the sender. &n achieving the
organizational goals and facing the personal problems, we need to rely on two+way communication.
The following points highlight the importance of two+way communication:
(. Ensuring smooth how of information: &n two+way communication, the receiver can directly
express his response with regard to the message he received. -s a result, smooth flow of
information occurs in both directions.
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9. #roviding ac(nowledgement: &n two+way communication, sender sends information to the
receiver and receiver gives his response or answer to the sender. &n this way, two+way commutation
ac!nowledges the reception of message by the receiver.
. mplementation of directions: &n the organization, superiors convey various orders, instructions,
policies, procedures etc. to the subordinates. &f subordinates fail to understand any instruction,
order or policy, two+way communication allows them to as! for further clarification. Thus, two+way
communication helps implementation of superior1s directions.
<. Encouraging suggestion form employee: &n order to enrich organizational plans and policies,
management should encourage suggestions from subordinates. "uch encouragement is possible
when there exists two+way communication channels.
=. ncreasing 5ob satisfactions: Two+way communication provides employees with a means to
convey their complaints, attitudes, feelings, interests and opinion to their superiors. -fterwards,
superiors can ta!e necessary steps for well+being of the employees. -s a result, job satisfaction of
the employees increases.
>. 'reating democratic environment: &n two+way communication, both communicator and receiver
can freely express their feelings, ideas and views. This mutual exchange of information creates a
democratic environment in the organization.
?. Overcoming ambiguity: Two+way communication is also very useful to overcome any confusion
or ambiguity regarding the message as it allows the receiver to convey his response.
@. 'reating congenial relationship: 5ongenial relationship between wor!ers and management is
essential to achieve organizational goals. &n order to create such relationship, management must
listen to the opinions and views of employees. Two+way communication ma!es it possible.
A. 'reating informal relationship: -nother positive aspect of two+way communication is that it
enhances informal relationship between sender and receiver. "ince two+way communication allows
both the participants to exchange whatever they thin!, they can develop a sense of mutual
understanding. The result is a better relationship between them.
(C. ncreasing effectiveness of communication: ffective communication depends on proper
understanding of message by both sender and receiver. Through two+way communication, both
parties can evaluate each other1s opinion and thus can increase effectiveness of their
communication.
((. ncreasing efficiency: Two+way communication also positively contributes to the efficiency of the
receiver. &n this communication, the receiver can see! clarification and analysis of sender1s
message that ultimately increases his !nowledge, understanding and efficiency.
'rom the above discussion, it can be concluded that two+way communication plays vital role in
improving organizational performance. This is the only complete communication process. 'or thisreason, so much importance is placed on two+way communication.
rinciples of feedbac! 7 guidelines of feedbac!
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'eedbac! is the response of receiver concerning the message the received. &t is an essential
element of two+way communication. 'eedbac! can be favorable or unfavorable. *hatever may be
the feedbac!, it should follow some guidelines or principles. The followings are the prime principles
or guidelines of ma!ing feedbac! effective:
(. $pecific: The receiver should convey his response specifically. "pecific response helps thesender to understand receiver1s attitude towards the message.
9. "escriptive: To ma!e the feedbac! clear and worthwhile to the sender, it should be descriptive in
nature. &n feedbac!, the receiver should maintain logical se/uence of message he received and
incorporate his opinion in details.
. 'larity: 5larity is an important principle of both effective communication and effective
feedbac(. rinciple of clarity re/uires that feedbac! should be free from ambiguity and
exaggeration. 5larity comes from attentive listening and careful interpretation of message.
<. #romptness: 'eedbac! should be delivered without unnecessary delay. 0elay in feedbac!
destroys its utility. romptness depends on the nature of communication. &n face+to+face
communication, feedbac! is instant while written communication may allow a time lag in feedbac!.=. 'ompleteness: 'eedbac! is effective when it is complete. 5ompleteness of feedbac! means it
should answer all the /ueries of the sender.
>. $olicited: 'eedbac! must be spontaneous. This principle is attained when the receiver willingly
responds to the sender1s message.
?. nformality: fficacy of feedbac! also depends on the use for informal channel along with formal
channel. &f there is any informal channel for providing feedbac!, employees come forward to show
their reaction spontaneously.
@. )elevance: rinciple of relevance re/uires that feedbac! should be relevant and consistent to the
content of the message received. ;elevant feedbac! can only help the sender to understand
receiver1s reaction. &rrelevant feedbac! may irritate the sender and hamper the objective of communication.
These are the well+established rules or principles of feedbac!. By following these principles, one can
ensure the effectiveness of feedbac!.
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)ecessity of feedbac! 7 &mportance of feedbac!
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'eedbac! is the essence of two+way communication. &n two+way communication, the sender must
wait for receiver1s response before deciding what to say nest and how to say it. 'eedbac! is the
chec! on how much successful one has been in transferring his message as originally intended. &f
there is no feedbac!. 5ommunication will be incomplete and ineffective. Based on feedbac!, a
sender may either alter the presentation of the message or cancel it entirely. Thus, there is no
alternative to feedbac!,. "ome points highlighting the importance of feedbac! are mentioned below:
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*hy feedbac! is necessary for completion of
communication process4
(. 'ompletion of communication: Two+way communication re/uires feedbac! from the receiver.
Through the feedbac!, sender can understand the attitude of the receiver. Burton and Tha!ur said,
2The receiver1s feedbac! to the sender completes the communication process loop.3
9. *easuring the effectiveness of communication: 'eedbac! ensures the sender regarding the
effectiveness of his communication. By means of feedbac!, sender can be sure that the receiver
received the message and understood it in the proper way. "ender needs feedbac! in order to
determine the success or failure of communication.
. +nderstanding the receiver0s view: 'eedbac! helps to understand the receiver1s view and
opinion about the sender1s message. *ith this understanding, sender can determine the next
course of action.
<. *easuring the appropriateness of media: essage can be transmitted using various media.
&mproper media cannot convey the message to the receiver properly. "o proper understanding of the message by the receiver and his feedbac! proves that the sender has selected the right media.
=. *a(ing correct decision: 'eedbac! communicates the receiver1s opinion to the sender.
5onsidering this opinion, the communicator can ta!e proper decision. &nformation of the receiver
can also improve the /uality of decision.
>. 'ollection of information: ne+way communication only sends information. &f communicator
wants to gather information, he must see! feedbac!.
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?. 'oordination of activities: ;esponsibility of performing organizational activities is assigned to
various departments. &n this case, organizational success depends on proper coordination of inter+
departmental activities. 'eedbac! helps top management to ensure proper coordination.
@. mproving labor-management relationships: #ealthy labor+management relationship is
essential for organizational success. &f management wants to build a congenial atmosphere, they
should encourage two-way communication. That means, management should see! feedbac!
from employees as well as they should provide feedbac! to the employees. Through this practice,
managers can create democratic atmosphere in the organization.
The above discussion reveals that feedbac! is an essential element of communication process.
Through feedbac!, the sender and receiver can !now each other and accordingly they can decide
their next course of action.
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