ORGNISATIONL COMMUNICATION(19MBA1107)

UNIT-1 Basic features of English Language

Lear n in g th e ch a ra ct eris tics of a f or eig n lang u ag e d ep en ds o n many

th in gs . In th e glo b alized wo r ld w e are liv ing n ow , ev er y on e n eeds
in ter actio n. O n e w ay to inter act w ith each o th er is to co mmu n icate. Th er e
ar e 19 5 cou n tr ies in th e wo r ld to d ay , as s ev en tho us and lang u ag es ar e
s po k en all o v er th e w or ld.

• 1 Th e ch ar acter is tics o f th e Eng lis h lan gu ag e

o 1 . 1 Easy to lear n
o 1 . 2 R elativ ely un in f lected
o 1 . 3 Flex ib le
o 1 . 4 Ad op ted v o cab u lar y
o 1 . 5 R ecep tiv en es s
o 1 . 6 S imp licity of I n flex ion
o 1 . 7 Fix ed wo rd or d er
o 1 . 8 Ar ticles ( a/an /th e)
o 1 . 9 So un d an d sp elling
▪ 1 . 9. 1 C on clus ion

T h e cha ra ct eris t ics o f th e E ng lis h lan gua g e

As more people tend to learn English language, they also tend to find the best ways to
acquire this language much faster and easier. One of the ways to easily learn a language is to
get familiar with its characteristics. As language learners get familiar with the characteristics
of the English language, they can understand it much better. In addition, many language
learners face discouragements while learning a language. But, if they get familiar with the
language’s characteristics before deciding to learn it, they will not face difficulties during the
learning process.

Language learners should be aware of the characteristics of the language they are learning
because of several reasons. First, it is vital that language learners learn every aspect of their
target language. Every detail helps them to get connected with the language they are learning.
They should know the various sides and features of the language they are learning in order to
become skillful at each characteristic.

The features and the characteristics of the language inspire the learners to know and learn
about the language. They find the reasons and statements behind every aspect of the
language, and therefore, they have an easier time connecting with a foreign language. Also,
developing knowledge about the characteristics of a language makes the language learners to
sound more proficient.

Regarding the English language, which is one of the most common languages in the world,
learning its characteristics will develop the learner’s interest immensely. That is because the
characteristics of the English language are so attractive that they intrigue the learners to keep
up with their learning process.

All in all, recognizing the features and the characteristics of anything, makes it more familiar
for us. Learning a skill, as a new language, is no exception. Knowing its characteristics helps
us to connect with it and learn its different aspects without frustration. English language
characteristics are the main reasons making it a popular language all around the world. In the
following, four of the interesting characteristics of the English language are mentioned and
explained briefly.

The four main characteristics of English language are mentioned below:

Easy to learn

The first and the most important English language characteristics is that English is easy to
learn. Considering the alphabet, English consists of 26 letters. Having few letters in the
alphabet makes it easier for the non-natives to make words and check them in the dictionary.
Therefore, speaking English would be easier compared to other languages.

Many people desire to become bilingual in order to benefit from its advantages, which are
more job opportunities, higher salary, better communication and easier traveling. Therefore,
they seek to learn a language easily and quickly. In addition, many parents desire to raise
their children as bilingual kids to help them take their first steps to become successful.

Learning a new language is a challenging task itself. Therefore, choosing an easy language to
learn makes the language learning process much easier. That is why, many language learners
seek to learn a language which is easy to understand and learn.

The English language is among the easiest languages to learn. That is because of two main
reasons. First of all, the English alphabet is simple. The English alphabet is formed by 26
Latin alphabet letters. They are straightforward, universal and comprehensive. Unlike many
other languages, each letter is pronounced as it is.

Second reason why English is easy to learn is that the pronunciation is quite simpler than the
other common languages in the world. The sounds and pronunciations are quite simple for
foreigners to comprehend. Other common languages around the world, like French or
Spanish, include difficult and challenging pronunciations which may discourage language
learners.

In conclusion, because of the different elements, the English language is among the simplest
languages to learn. Its basic alphabet, spelling, and pronunciation are the most important
characteristics of the English language. These features of the characteristics of the English
language, is the main reason why many language learners desire to learn English as a second
language.

Relatively uninflected
The second English language characteristics is that English is relatively uninflected, whereas
most languages are inflected. During thousand years English words has been slowly
simplified which is another one of the characteristics for learners to learn this language.

Flexible

Another one of English language characteristics is the flexibility of function. To make it clear
words distinguish as nouns or verbs informs are now both use as nouns and verbs, for
example, it can be said booking a place or placing a book. Sometimes traditional pronouns,
adjectives, or adverbs can function as nouns; adjectives and adverbs as verbs; and nouns,
pronouns, and adverbs as adjectives.

In fact any words may be changed in its function, for example, prepositions become nouns
such as ins and outs. Therefore, it makes English easier to learn for non-natives. Being able to
use the words in any form.

Adopted vocabulary

The last characteristic is the openness of vocabulary which means this language (English) can
easily adopt words from other languages. Words are adopted sometimes without change or
sometimes with slight change in pronunciation. In fact, up to now word from 350 languages
have entered English. This has an effect on the pronunciation. One might notice that there are
some times two or three different forms of pronunciations for a word. All of this shows that
speaking English compare to other languages will be easier because of different forms of
pronunciations.

Receptiveness

When talking about the characteristics of the English language, receptiveness is the most
outstanding characteristic. Receptiveness is the amazing feature of the English language. The
English language has adapted and accepted words from many languages. Most of the English
words have been adapted with Asian, European, African, Indian, Chinese and many other
languages. In addition, the roots of many words in English are formed by classic languages
such as Latin, Greek and Sanskrit.

All in all, the fact that many words in English are adopted from other languages in the world,
makes it easier for language learners to connect with this language and therefore, learn it
much easier.

Simplicity of Inflexion

Another one of characteristics of the English language, which has made it a worldwide
language, is the simplicity of inflection. Inflexion means the extra letters that are added to the
root form of a word in order to create new words. They are usually added to words in order to
create different tenses of verbs, adjectives or adverbs.

In comparison with other languages, there are two simple types of inflexion in the English
language. Its nouns and verbs only have traces of inflexion, which are fairly easy to learn and
remember. This fact may be seen in many languages, but it is one of the strong characteristics
of the English language.

Fixed word order

Furthermore, among the characteristics of the English language, its fixed word order in
sentences is quite significant. This means that the word order, in most of the English
sentences, remains the same. The word order SVO (Subject/Verb/Object) is always the same
in English sentences (clauses). The subject is always before the verb, and the object is always
after the verb.

This is one of the characteristics that exist in other languages as well, however, the English
language is known for this feature. This feature is one of the items that is included in the first
characteristic mentioned in this article. A stable word order definitely makes it easier for the
language learners to form comprehensive sentences.

Articles (a/an/the)

Moreover, many English language learners face difficulties when occurring this characteristic
of the English language. Articles are not used in many languages and therefore, students who
are not familiar with the use of articles may have some troubles using it. Among the
characteristics of the English language, which make learning English easier for foreign
learners, English articles may be a trouble for them.

Articles are used to describe whether a noun is specific or general. This indicates the fact that
there are two kinds of articles in the English language. The definite and indefinite articles are
the two types of articles in English. The definite article is the word “the”. “The” is used to
declare that a noun is specific. By using “the” before a noun we declare that the noun is
particular.

Example: Are you going to the ball next weekend?

(This sentence declares the ball is particular and not a random, unknown and general ball)

Moreover, the indefinite articles in English are “a/an”. These articles are used to define a
noun which is general and unspecific, unlike “the”. The indefinite articles are two kinds. “a”
is used before a noun that begins with a consonant and “an” is used before a noun that begins
with a vowel. Overall, the indefinite kind of articles in English are used to refer to a general,
vague and uncertain noun.

Example:I heard a man talked behind me as I was walking fast.

(As it is clear, the man mentioned in this sentence is unknown and unspecific.)

As a conclusion, this characteristic among the mentioned characteristics of the English

language is unfamiliar and unknown for many foreign language learners. That is the main
reason why they might find it challenging to recognize the correct articles to use in their
sentences. As mentioned earlier in this article, getting to know the characteristics of a
particular thing makes it easier to connect with it and understand it. Therefore, if language
learners learn more about the English articles and their characteristics, they will have an
easier time understanding it.

Sound and spelling

As the last most important characteristics of the English language, the contrast between
spellings and their sounds is noticeable. Most of the characteristics that were mentioned
above were fairly easy. These mentioned characteristics refer to the first feature mentioned in
this article, “easy to learn”. But the fact that the sounds and spellings differ from each other
in English is one of the characteristics of the English language that makes it quite difficult for
learners. There are certain spellings in English which sound different than they are spelled.
These particular spellings are:

ough: thought, although, rough,

Different spellings but same sound: ate, eight; hear, here; their, there
Silent letters: know, could, hour
Same spelling but pronounced differently: read (present tense), read (past tense)

Conclusion

In short, learning a foreign language depends on different things. All languages have some
characteristics. Being easy, uninflected, flexibility, and openness of vocabulary are the main
characteristics of English language which makes this language easy to learn.

In the recent time in most countries around the world there are different classes for languages,
but the most populated classes are the English classes. Most books whether academic or non-
academic are written in English. All of these are the answer to the question why people prefer
to learn English.

To conclude this article, the English language characteristics are very fascinating and
appealing for language learners. The characteristics of this language have made this language
one of the most wide-spread languages in the world. Therefore, acknowledging the
mentioned characteristics of the English language can make it easier for the learners to
connect with this beneficial language.

INTRODUCTION
Organizational Communication can be defined as a process through which organizations are
created and in turn create and shape events. The process can be understood as a combination
of process, people, message, meaning and purpose.

Functions of Organizational Communication:

• It is the means by which a manager ensures co-operation of subordinates.

• It is the exchange of meanings among members of an organization.
• It is the “glue” which binds the elements of an organization together.
 • It builds the very structure of an organization i.e. who communicates with whom
about what.

Can misunderstanding of a few words literally mean the difference between life and death?
They can in airlines business. A number of aviation disasters have been largely attributed to
problems in communication. There are other fields also in which there are examples to
illustrate how miscommunication can have deadly consequences. Good communication is
essential to any group’s or organization’s effectiveness.

Research indicates that poor communication is probably the most frequently cited source of
interpersonal conflict. Because individuals spend nearly 70 percent of their working hours
communicating-writing, reading, speaking, listening-it seems reasonable to conclude that one
of the most inhibiting forces to successful group performance is a lack of effective
communication.

No group can exist without communication: the transference of meaning among its members.
It is only through transmitting meaning from one person to another that information and ideas
can be conveyed. Communication, however, is more than merely imparting meaning. It must
also be understood. In a group in which one member speaks only German and the others do
not know German, the individual speaking German will not be fully understood. Therefore,
communication must include both the transference and the understanding of meaning.

An idea, no matter how great, is useless until it is transmitted and understood by others.
Perfect communication, if there were such a thing, would exist when a thought or an idea was
transmitted so that the mental picture perceived by the receiver was exactly the same as that
envisioned by the sender. Although elementary in theory, perfect communication is never
achieved in practice, due to unavoidable reasons.

What is Communication?

The term “communication” has been derived from the Latin word “communis” which means
common. It was Aristotle who, for the first time, brought about a systematic study of the
communication process. According to him, there are three essential elements in a
communication system, namely, the speaker, the speech, and the audience. Communication
strictly stands for sharing of ideas in common. The word “communication”, however, has
many and varied meanings. Popularly speaking, it refers to the various means of transmitting
information from individual to individual, individual to a group of individuals or from one
place to another. It is a transmission of messages, ideas, methods, skills, and thoughts
between two or more persons. It is a mutual exchange of facts, thoughts, opinions or
emotions by the use of symbols, words, pictures, figures, graphs and so on.

Communication is the chain of understanding which permeates an organization from top to

bottom, from bottom to top, and from side to side, and which moves the organization ahead
towards its stated objectives. It is the cohesive force which holds the group together.

Vardaman and Halterman opine: “Communication is the flow of material, information,

perception and understanding between various parts and members of an organization.”

In the words of Allen, “Communication is the transfer of meaning from one person to
another.” Mitchell goes a step further and observes, “Communication involves more than just
having the right information — the information should be believed, weighed correctly, reach
the right decision-makers and result in the appropriate action.” Rogers and Rogers have
reiterated this point of view. They opine “Communication is a process by which an idea is
transferred from a source to the receiver with the intention of changing behaviour..
..Communication is made with the intention of achieving results/change in knowledge,
attitude and overt behaviour.”

Communication is a process in which senders and receivers of messages interact in a given

social context. Interpersonal communication refers to the exchange of information and
transmission of meaning between two people. Organizational communication is the subject
that deals with the exchange of information and transmission of meaning throughout the
organizational hierarchy.

Since the leader or the manager accomplishes organizational objectives through people, it is
essential to communicate what the leader or the manager wants people to accomplish, how to
accomplish, where to accomplish and more important, why to accomplish. To communicate
the organizational philosophy, objectives, procedures, and practices to all employees is not
easy, because communication is a very complex phenomenon.

In communication, the people must understand what they are trying to communicate; they
must be willing and able to understand them; they must accept their communication or
message or information or goals. Thus, all social phenomena are a function of
communication.

FUNCTIONS OF COMMUNICATION
Communication serves four major functions within a group or organization: Control,
motivation, emotional expression and information.

Communication acts to control member behaviour in several ways. Organizations have

authority hierarchies and formal guidelines that employees are required to follow. When
employees, for instance are required to first communicate any job related grievance to their
immediate boss, to follow their job description, or to comply with company policies,
communication is performing a control function. But informal communication also controls
behaviour. When work groups tease or harass a member who produces too much (and makes
the rest of the group look bad), they are informally communicating with, and controlling, the
member’s behaviour

Communication fosters motivation by clarifying to employees what is to be done, how well

they are doing, and what can be done to improve performance if it’s supbar. The formation of
specific goals, feedback on progress toward the goals, and reinforcement of desired behaviour
all stimulate motivation and require communication.

For many employees, their work group is a primary source for social interaction. The
communication that takes place within the group is a fundamental mechanism by which
members show their frustrations and feelings of satisfaction. Communication, therefore,
provides a release for the emotional expression of feelings and for fulfillment of social needs.
The final function that communication performs relates to its role in facilitating decision
making. It provides the information that individuals and groups need to make decisions by
transmitting the data to identify and evaluate alternative choices.

No one of these functions should be seen as being more important than the others. For groups
to perform effectively, they need to maintain some form of control over members, stimulate
members to perform, provide a means for emotional expression, and make decision choices.
Almost every communication interaction that takes place in a group or organization performs
one or more of these four functions.

THE PROCESS OF COMMUNICATION

Before communication can take place, a purpose, expressed as a message to be conveyed, is
needed. It passes between a source (sender) and a receiver. The message is encoded
(converted to a symbolic form) and passed by way of some medium (channel) to the receiver,
who retranslates (decodes) the message initiated by the sender. The result is a transference of
meaning from one person to another.

The exhibit above depicts this communication process. This model is made up of seven parts:

1. the communication source,

2. encoding,
3. the message,
4. the channel,
5. decoding,
6. the receiver, and
7. feedback.

The source initiates a message by encoding a thought. The message is the actual physical
product from the source encoding. When we speak, the speech is the message. When we
write, the writing is the message. When we gesture, the movements of our arms and the
expression on our face are the message. The channel is the medium through which the
message travels. It is selected by the source, who must determine whether to use a formal or
informal channel. Formal channels are established by the organization and transmit message
that are related to the professional activities of the members. They traditionally follow the
authority chain within the organization. Other forms of messages, such as personal or social,
follow the informal channels in the organization. The receiver is the object to whom the
message is directed.

But before the message can be received, the symbols in it must be translated into a form that
can be understood by the receiver. This step is the decoding of the message. The final link in
the communication process is a feedback loop. Feedback is the check on how successful we
have been in transferring our messages as originally intended. It determines whether
understanding has achieved.

DIRECTION OF COMMUNICATION
Communication can flow vertically and laterally. The vertical dimension can be further
divided into downward and upward directions.
Downward
Communication that flows from one level of a group or organization to a lower level is a
downward communication. When we think of managers communicating with employees, the
downward pattern is the one we are usually thinking of. It’s used by group leaders and
managers to assign goals, provide job instructions, inform employees of policies and
procedures, point out problems that need attention, and offer feedback about performance.
But downward communication doesn’t have to be oral or face-to-face contact. When
management sends letters to the employees’ homes to advise them of the organization’s new
sick leave policy, it is using downward communication. So is an e-mail from a team leader to
the members of her team, reminding them of an upcoming deadline.

Upward
Upward communication flows to a higher level in the group or organization. It’s used to
provide feedback to higher-ups, inform them of progress toward goals, and relay current
problems. Upward communication keeps managers aware of how employees feel about their
jobs, co-workers, and the organization in general. Managers also rely on upward
communication for ideas on how things can be improved.

Some organizational examples of upward communication are performance reports prepared

by lower management for review by middle and top management, suggestion boxes,
employee attitude surveys, grievance procedures, superior-subordinate discussions, and
informal “gripe” sessions in which employees have the opportunity to identify and discuss
problems with their boss or representatives of higher management. For example, FedEx
prides itself on its computerized upward communication program. All its employees annually
complete climate surveys and reviews of management. This program was cited as a key
human resources strength by the Malcolm Baldrige National Quality Award examiners when
FedEx won the honor.

Lateral
When communication takes place among members of the same work group, among members
of work groups at the same level, among managers at the same level, or among any
horizontally equivalent personnel, we describe it as lateral communications.

Why would there be a need for horizontal communications if a group or organization’s

vertical communications are effective? The answer is that horizontal communications are
often necessary to save time and facilitate co-ordination. In some cases, these lateral
relationships are formally sanctioned. More often, they are informally created to short-circuit
the vertical hierarchy and expedite action. So lateral communications can, from
management’s viewpoint, be good or bad. Since strict adherence to the formal vertical
structure for all communications can impede the efficient and accurate transfer of
information, lateral communications can be beneficial. In such cases, they occur with the
knowledge and support of superiors.

But they can create dysfunctional conflicts when the formal vertical channels are breached,
when members go above or around their superiors to get things done, or when bosses find out
that actions have been taken or decisions made without their knowledge.
Diagonal Communication
This occurs when communication occurs between workers in a different section of the
organisation and where one of the workers involved is on a higher level in the organisation.
For example in a bank diagonal communication will occur when a department manager in
head office converses with a cashier in a branch of the bank based on the high street.

INTERPERSONAL COMMUNICATION
How do group members transfer meaning between and among each other? There are three
basic methods. People basically rely on oral, written and non-verbal communication.

Oral Communication
The chief means of conveying messages is oral communication. Speeches, formal one-on-one
and group discussions, and the informal mill or grapevine are popular forms of oral
communication.

The advantages of oral communication are speed and feedback. A verbal message can be
conveyed and a response received in a minimal amount of time. If the receiver is unsure of
the message, rapid feedback allows for early detection by the sender and, hence, allows for
early correction.

The major disadvantage of oral communication surfaces in organizations or whenever the

message has to be passed through a number of people. The more people a message must pass
through, the greater the potential distortion. For example, if you ever played the game
“telephone” at a party, you know the problem. Each person interprets the message in his or
her own way. The message’s content, when it reaches its destination, is very often different
from that of the original. In an organization, where decisions and other communiqués are
verbally passed up and down the authority hierarchy, there are considerable opportunities for
messages to become distorted.

Written Communication
Written communications include memos, letters, electronic mail, fax transmissions,
organizational periodicals, notices placed on bulletin boards, or any other device that is
transmitted via written words or symbols.

Why would a sender choose to use written communications? They are tangible and verifiable.
Typically, both the sender and the receiver have a record of the communication. The message
can be stored for a indefinite period. If there are questions concerning the content of the
message, it is physically available for later reference. This feature is particularly important
for complex and lengthy communications. The marketing plan for a new product, for
instance, is likely to contain a number of tasks spread out over several months. By putting it
in writing, those who have to initiate the plan can readily refer to it over the life of the plan. A
final benefit of written communication comes from the process itself. You are usually more
careful with the written word than the oral word. You are forced to think more thoroughly
about what you want to convey in a written message than in a spoken one. Thus, written
communications are more likely to be well thought out, logical and clear.

Of course, written messages have their drawbacks. They are time consuming. You could
convey far more information to a college instructor in a one-hour oral exam than in a one-
hour written exam. In fact, you could probably say the same thing in 10 to 15 minutes that it
would take you an hour to write. So, although writing may be more precise, it also consumes
a great deal of time.

The other major disadvantage is feedback, or lack of it. Oral communication allows the
receiver to respond rapidly to what he thinks he hears. Written communication, however,
does not have a built-in feedback mechanism. The result is that the mailing of a memo is no
assurance it has been received, there is no guarantee the recipient will interpret it as the
sender intended. The latter point is also relevant in oral communiqués, except it is easy in
such cases merely to ask the receiver to summarize what you have said. An accurate
summary presents feedback evidence that the message has been received and understood.

Employees’ Handbook: As business grows in size, management often turns to the use of an
employee handbook as a communication tool to inform employees on issues such as
company history and products, human resource policies, employee compensation and
benefits, training assistance, health services, safety, security, employee responsibilities, and
work standards. Handbooks are also useful to supervisors and administrators for ensuring
consistent implementation and enforcement of company policies.

These are intended to help in the induction of newcomers and to provide all the employees
with a clear-cut understanding not only of the general policies of the management but also of
the nature of the business, its sources of supplies, its customers, its products and the range of
benefits and services available to its employees. Many organizations publish illustrated
handbooks, depicting cartoons, charts and photographs.

House Magazines and Newspapers: Some organizations maintain one or more employee
magazines or journals. These are meant to keep employees well informed of the development
in the business and to acquaint them with the personalities and activities of the organisation.
It can explain the policies of the management in easily understood terms. House magazines
contain news, and personal and social items. There may be references to parties, marriages,
births, retirements, honours and awards.

Financial Reports: Such reports describe the essential facts concerning the conduct of
business, its expenses and profits, its income and distribution of financial standing. of the
organisation and create understanding between the management and its employees.

Bulletin Boards: Usually, big organizations keep a bulletin board for 50 to 100 employees in
attractive colours, types and formats. These boards contain a wide range of material such as
someone’s choice of cartoons from newspapers and magazines, pin-up photographs, events in
the lives of present or former employees and other items of common interest.

Audio-Visual Aids: Sound films, movies, slides, tapes may be played back to the workers.
Such audio-visual aids have an obvious advantage of describing a company’s range of
operations and products, in illustrating how financial and other decisions are made, or in
explaining work rules.

Notice Boards: Notices are often pasted o the factory walls or gates or placed in glass covered
notice boards, and these are hung at appropriate places in the premises of an organisation,
near the canteens or factory gates. These notices usually depict abstracts as desired under the
various statutes as well as notices of the various institutions in the establishment such as the
sports club.

Suggestion System: The suggestion system is designed to enlist the co-operation of

subordinates in effecting improvements and in eliminating waste and to provide an avenue
for a working communication with the management. Rewards are offered for suggestions
which results in greater productive efficiency. In some organizations, “suggestion boxes” are
located at convenient places throughout the plant.

Communication with Public and Government: Organisations educate the public about their
various activities through advertising, campaigns, meetings and conferences. Organisations
also establish and organize special groups to communicate with the important segments of
government.

Proper communication plays an important role in a large organization, and there has to be a
proper balance between the oral and written forms of communication. It need hardly be said
that the choice of any method depends upon the purpose to be accomplished and the
likelihood of its success. Quite often, it is better to use more than one method to convey the
same information so that one can reinforce the other.

Nonverbal Communication
Every time we verbally give a message to someone, we also impart a nonverbal message. In
some instances, the nonverbal component may stand alone. For example, in a singles bar, a
glance, a stare, a frown, and a provocative body movement all convey meaning. As such, no
discussion of communication would be complete without consideration of nonverbal
communication-which includes body movements, the intonations or emphasis we give to
words, facial expressions, and the physical distance between the sender and receiver.

It can be argued that every body movement has a meaning and no movement is accidental.
For example, through body language we say, “Help me, I’m lonely”; “Take me, I’m
available”; “Leave me alone, I’m depressed.” And rarely do we send our messages
consciously. We act out our state of being with nonverbal body language. We lift one
eyebrow for disbelief. We rub our nose for puzzlement. We clasp our arms to isolate
ourselves or to protect ourselves. We shrug our shoulders for indifference, wink one eye for
intimacy, tap our fingers for impatience and slap our forehead for forgetfulness.

The two most important messages that body language conveys are:

1. The extent to which an individual likes another and is interested in his or her views,
and
2. The relative perceived status between a sender and receiver. For instance, we are
more likely to position ourselves closer to people we like and touch them more often.

Similarly, if you feel that you’re higher status than another, you’re more likely to display
body movements-such as crossed legs or a slouched seating position-that reflect a casual and
relaxed manner.

Body language adds to, and often complicates, verbal communication. A body position or
movement does not by itself have a precise or universal meaning, but when it is linked with
spoken language, it gives fuller meaning to a sender’s message.
If you read the verbatim minutes of a meeting, you wouldn’t grasp the impact of what was
said in the same way you would if you had been there or saw the meeting on video. Why?
There are no records of nonverbal communication. The emphasis given to words or phrases is
missing.

Facial expressions also convey meaning. A snarling face says something different from a
smile. Facial expressions, along with intonations, can show arrogance, aggressiveness, fear,
shyness, and other characteristics that would never be communicated if you read a transcript
of what had been said.

The way individuals space themselves in terms of physical distance also has meaning. What
is considered proper spacing is largely dependent on cultural norms. For example, what is
considered a businesslike distance in some European countries would be viewed as intimate
in many parts of North America. If someone stands closer to you than is considered
appropriate, it may indicate aggressiveness or sexual interest; if farther away than usual, it
may mean disinterest or displeasure with what is being said.

It’s important for the receiver to be alert to these nonverbal aspects of communication. You
should look for nonverbal cues as well as listen to the literal meaning of sender’s words. You
should particularly be aware of contradictions between the messages. Your boss may say she
is free to talk to you about a pressing budget problem, but you may see nonverbal signals
suggesting that the is not the time to discuss the subject regardless of what is being said, an
individual who frequently glances at her wristwatch is giving the massage that she would
prefer to terminate the conversation. We misinform others when we express one message
verbally, such as trust, but nonverbally communicate a contradictory message that reads, “I
don’t have confidence in you.”

COMMUNICATION TYPES
Internal/Organizational Communication
This is communication that takes place within (or across) an organization. In addition to the
usual face to face, telephone, fax or mail; modern organizations may use technology to
communicate internally. Technology may be used for e-mails or a linked internal
communication system such as the intranet which is an internet system designed solely for
use by those working for the organization.

External communications
Conversely external communication is communication between the organization and those
outside the organization. Modern organizations may design technological systems so that
they can communicate with customers and undertake e-Commerce. Alternatively they
communicate with other businesses through the internet or similar systems and undertake e-
Business.

Functions of Internal and External Communications;

Technology has rapidly expanded the types of internal and external communication available
to organizations. The diagram illustrates the vast array of internal and external
communication available. Combined together internal and external types of communications
allow various sectors of the local, national and international community to interact, liaise and
conduct business.
Objectives of Communication
Communication is not an end in itself. There is no use of communicating just for the sake of
communicating. It is a means and a very effective means for the solution of managerial
problems and for attainment of managerial objectives. Since managers work through others,
all their acts, policies, rules, orders and procedures must pass through some sort of
communication channel. The purposes of communication are:

1. To develop information and understanding which are necessary for group effort?
2. To provide an attitude which is necessary for motivation, co-operation and job
satisfaction?
3. To discourage the spread of misinformation, rumours, gossip, ‘and to release the
emotional tensions of workers
4. To prepare workers for a change by giving them the necessary information in
advance.
5. To encourage ideas, suggestions from subordinates for an improvement in the product
and work conditions, for a reduction in time or cost involved and for the avoidance of
the waste of raw material.
6. To improve labour-management relations by keeping both in contact with each other.
7. To satisfy the basic human needs like recognition, self-importance and sense of
participation.
8. To serve auxiliary functions such as entertainment and the maintenance of social
relations among human beings.

The purpose of communication is to establish asocial environment that supports effective

interaction and to ensure that the workforce has the skills to share information and co-
ordinate their achievements efficiently

Importance of Communication
Organizations cannot exist without communication. If there is no communication, employees
cannot know what their respective associates are doing, management cannot receive
information on inputs, and management cannot give instructions. Co-ordination of work is
impossible, and the organisation will collapse for lack of it. Co-operation also becomes
impossible, because people cannot communicate their needs and feelings to others. Every act
of communication influences the organisation in some way or the other.

As such effective communication tends to encourage better performance, improves job

satisfaction, creates proper understanding, and develops feeling of involvement among the
people.

Chester Bernard (1938) has considered communication to be the “very first function” of a
manager and has viewed it as the shaping force which links people and purposes together in
any co-operative system. In the practice of management, Peter Drucker (1954) has observed
that the manager’s main instrument for operating his affairs is information. The management
process has widely been discussed as one which embraces the functions of planning,
organizing, leading and controlling, which are intimately involved with and dependant on,
communication. Organisational structure is definitely tied to the communication systems.
Communication is the key to effective teamwork, for both are based on the common
fundamentals of information, understanding, consultation and participation. Communication
is an essential skill at every level of organisational functioning and for organisations of all
types, whether social, governmental, or commercial.

According to Miner and Miner’ there Ware four basic types of communication network: (a)
the regulative network ensures security, conformity to plans and the achievement of
productivity through the communication of policy statements, procedures, and rules; (b) the
innovative network is concerned with problem-solving and change through such techniques
as suggestion systems and meetings; (c) the integrative network is directly related to
consideration of employee morale and organisational maintenance; and (d) the informative
network relates to employee’s effectiveness and productivity through a direct dissemination
of information and training programmes.

Rules for Communication

A few basic rules should be followed in planning for and carrying out communications of all
kinds, written and oral, regardless of form or format.

• Clarity: To be effective, communications must be understood, and to be understood,

they must be clear.
• Brevity: It makes both written and oral communications easier to understand. Only
one idea should be used in a sentence.
• Simplicity: Short, simple words, phrases, and sentences should be used. Every word
should count. Extra words only serve to confuse.
• Precision: Precise words should be used.
• Integrity: Communication should always be used as a means, never as an end.

During any major change programme, internal communication in an organisation is

extremely. Important. It must be borne in mind in this context that communication is more
than a dialogue. It builds on trust and openness among colleagues, and results in common
understanding of the organisational issues that have a long-term bearing on the future of the
organisation.

Formal and Informal Communication

Basically, the two most important media of communication in an organisation are formal and
informal communications. Formal communications are those that are “official”, that are a part
of the recognized communication system of the organisation. A formal communication can
be from a superior to a subordinate, from a subordinate to a superior, intra-administrative, or
external. These communications may be oral or written. Informal communication is those that
are “outside” the formal, recognized communication system. Informal communication
originates spontaneously outside the formal channels and is the natural responses to the need
for social interaction.

Within the organisation, whatever its style or form, cohesive informal groups develop.
Extensive research has shown that these informal work groups have tremendous power in
shaping attitudes, behaviour, and consequently, production. They share a set of beliefs,
values, and socially acceptable behaviours. In other words, group members come to think and
act in similar ways, and this encourages feelings of closeness among them.
 PROCESS OF ORGANISATIONAL COMMUNICATION

Process of Communication in an Organization

Communication is the process containing three elements viz. sender, message and receiver.

These three elements are essential to complete the communication process.

The working of communication process is shown in the diagram below:

The following steps are involved for completion of communication process:

1. Sender or communicator prepares the message neatly. He is the source where message is

generated. It is he who starts the communication process.

2. The message is to be encoded symbolically which is to be conveyed. This message is the

idea came into the mind of sender which he wanted to convey.

3. The message is to be transmitted through a method of communication the choice of which

is to be made. The message may be transmitted orally face to face, through messenger,
through air or a written note in the form of order, memo, leaflet etc. It is up to sender to make

appropriate choice.

4. Medium of communication includes telephone, internet, through messenger, post, fax, E-

mail, etc. The choice of medium again depends on the sender.

5. Receiver or communicate is a person for whom message was sent by the sender or

communicator. Receiver after receiving the message must understand it in proper perspective

then only the purpose of communication will be fulfilled.

6. The receiver after decoding the message must act or take action as per instructions

contained in the message.

7. The last step is to take feedback. The feedback means the sender should know whether the

receiver has received the message and understood it. The confirmation regarding this is

feedback. The positive feedback is effective communication. With feedback the

communication process is complete.

What Are Communication Channels Within an Organization?

Communication channels are the means through which people in an organization
communicate. Thought must be given to what channels are used to complete various tasks,
because using an inappropriate channel for a task or interaction can lead to negative
consequences. Complex messages require richer channels of communication that facilitate
interaction to ensure clarity.

Tip

Communication channels include face-to-face communication, broadcast media, mobile

channels, electronic communication and written communication.

Face-to-Face or Personal Communication

Face-to-face or personal communication is one of the richest channels of communication

that can be used within an organization. Physical presence, the tone of the speaker's voice
and facial expressions help recipients of a message interpret that message as the speaker
intends. This is the best channel to use for complex or emotionally charged messages,
because it allows for interaction between speaker and recipients to clarify ambiguity. A
speaker can evaluate whether an audience has received his message as intended and ask or
answer follow-up questions.

Broadcast Media Communications

TV, radio and loud speakers all fall within the broadcast media communication channel.
These types of media should be used when addressing a mass audience. Businesses seeking
to notify customers of a new product may advertise or do promotions using a broadcast
channel. Similarly, a CEO may do a global company address by having a television feed
broadcast across global sites. When a message intended for a mass audience can be
enhanced by being presented in a visual or auditory format, a broadcast channel should be
used.

Mobile Communications Channels

A mobile communication channel should be used when a private or more complex message
needs to be relayed to an individual or small group. A mobile channel allows for an
interactive exchange and gives the recipient the added benefit of interpreting the speaker's
tone along with the message. Some within an organization may opt to use this channel
versus a face-to-face channel to save on the time and effort it would take to coordinate a
face-to-face meeting.

Electronic Communications Channels

Electronic communication channels encompass email, Internet, intranet and social media
platforms. This channel can be used for one-on-one, group or mass communication. It is a
less personal method of communication but more efficient. When using this channel, care
must be taken to craft messages with clarity and to avoid the use of sarcasm and innuendo
unless the message specifically calls for it.

Written Methods of Communication

Written communication should be used when a message that does not require interaction
needs to be communicated to an employee or group. Policies, letters, memos, manuals,
notices and announcements are all messages that work well for this channel. Recipients
may follow up through an electronic or face-to-face channel if questions arise about a
written message.

ASPECTS OF COMMUNICATION IN THE MANAGERIAL ROLES-

INTERPERSONAL ROLE DECISION ROLE

According to Henry Mintzberg, there are ten managerial roles. Of these, there are three
interpersonal roles. These include being a figurehead, leader, and also a liaison. Further, there are
three informational roles. These include being a monitor, disseminator, and also a spokesperson.
Finally, there are four decisional roles. These include being an entrepreneur, disturbance handler,
resource allocator, and also a negotiator.

Managerial Roles

For better understanding, Mintzberg categorized all activities into ten managerial roles
performed over the course of a day. These are as follows:
Interpersonal Roles

• Figurehead – includes symbolic duties which are legal or social in nature.

• Leader – includes all aspects of being a good leader. This involves building a team,
coaching the members, motivating them, and developing strong relationships.

• Liaison – includes developing and maintaining a network outside the office for
information and assistance.

Informational Roles

• Monitor – includes seeking information regarding the issues that are affecting the
organization. Also, this includes internal as well as external information.

• Disseminator – On receiving any important information from internal or external sources,

the same needs to be disseminated or transmitted within the organization.

• Spokesperson – includes representing the organization and providing information about

the organization to outsiders.

Decisional Roles

• Entrepreneur – involves all aspects associated with acting as an initiator, designer, and
also an encourager of innovation and change.

• Disturbance handler – taking corrective action when the organization faces

unexpected difficulties which are important in nature.
• Resource Allocator – being responsible for the optimum allocation of resources like time,
equipment, funds, and also human resources, etc.

• Negotiator – includes representing the organization in negotiations which affect the

manager’s scope of responsibility.

Causes for poor organisational communication

Poor communications in the workplace can result in friction, frustration, confusion and an
extremely tense environment wherein people are not motivated to be productive and are not
inspired to collaborate. This lack of motivation can then spill over to how staff members
relate to clients and potential customers.

When poor communication occurs, it is not enough to simply point out particular issues and
challenges. In order to truly be able to counter the effects of poor communication, it is
important to look into its causes. By realizing and learning these cases, companies may be
able to solve issues at the root so as to stifle the further progression of the disintegration of
communication lines in the workplace.

Here are some of the common causes of poor communications in the workplace:

1. Objectives are not clear

While a well-worded job description given along with a job offer is certainly welcomed, it is
not enough. Make sure to have a face-to-face discussion with an employee in order to go
through his or her responsibilities and the expectations that go along with his or her job. If an
organization fails to do this, not only could this lead to confusion and frustration, a staff
member may end up underperforming without meaning to.

Along with the expectations that go hand in hand with their positions, employees also need to
be made aware of the purpose and goals of the whole company itself. By doing this, not only
will communications in the workplace improve, staff members are able to align themselves
with the objectives of the company so they can be contributors to its progress and success.

2. Poor leadership

Staff members look to business owners and their managers for direction. However, if people
given managerial roles are poor leaders, it is highly likely that communication in the
workplace will deteriorate. While good leaders are able to be good examples and are able to
motivate staff members, poor and incompetent leaders are indecisive and are unable to inspire
their team. They may also be so bad at communication that they are unable to answer
questions and clarify points so much so that their subordinates are left even more confused
and frustrated than when they started.

3. Cultural diversity in the workplace

 The world is getting smaller, and work environments are getting more and more diverse. It is
not unusual to find individuals from different cultures, races, religious beliefs, genders and
others working in the same workspace, for the same company. While diversity is certainly a
good development, it does present a few challenges – including the potential for poor
communications in the workplace.

Different people from different backgrounds will relay messages in different ways, with
varied nonverbal cues. Interpretations of messages will be different as well. For example,
“crossing your fingers” may mean “hoping for good luck” in America; however, it is an
obscene gesture in Vietnam.

4. Demoralized employees

When staff members lose interest in their work and the organization, they are considered to
be demoralized. An employee who is demoralized feels unvalued, unappreciated, and even
disrespected and disregarded despite their capacities and talents. He or she tends to be
unproductive and irritable, and are more likely to look for opportunities elsewhere instead of
helping the company move forward.

5. Personal issues and challenges of employees

While employees should only be concentrating on work while at the workplace, some may be
distracted by their own personal issues and challenges, such as a death in the family or
divorce. Due to distractions and personal issues, a staff member may communicate the wrong
way, and react in a negative fashion. When you notice this occurrence, make sure to give
your employees time off so they can deal with their personal issues.

Communication is the process of transmitting the messages and receiving the response of that
message. The person who sends the messages is known as sender and the person who
receives the message is known as receiver and the response to the message is known as feed
back. Since the feedback requires another message to be communicated by the sender to the
receiver. So communication process becomes a circular process.

In simple words, exchange of ideas/messages, response there off in total is known as

communication. Any method of communication like words–oral or written, pictures, graphs,
diagrams, etc. may be adopted to communicate. Effective communication is that
communication in which the receiver is understood actually what the sender wants to convey,
and in the same form. ‘Noise’ is something, which has disturbed the effective sending and
receiving of communication.

1. Principle of clarity: the beginning of all communication is some message. The message
must be as clear as possible. No ambiguity should creep into it. The message can be conveyed
properly only if it has been clearly formulated in the mind of the communicator.
2. Principle of objective: the communicator must know clearly the purpose of communication
before actually transmitting the message. The objective may be to obtain information, give
information, initiate action, and change another person’s attitude and so on. If the purpose of
communication is clear it will help in the choice of mode of communication.
3. Principle of understanding the receiver: understanding is the main aim of any
communication. The communication must crate proper understanding in the mind of the
receiver. Thus according to Killian, “communication with an awareness of the total physical
and human setting in which the information will be received. Picture the place of work;
determine the receptivity and understanding levels of the receivers; be aware of social climate
and customs; question the information’s timeliness. Ask what, when and in what manner you
would like to be communicated with if you were in the similar environment and position.
4. Principle of consistency: the message to be communicated should be consistent with plans,
policies, programmes and goals of the enterprise. The message should not be conflicting with
previous communications. It should not crate confusion and chaos in the organisation.
5. Principle of completeness: the message to be communicated must be adequate and
complete, otherwise it will be misunderstood by the receiver. Inadequate communication
delayed action, poor public relations affects the efficiency of the parties to communication.
6. Principle of feedback: this principle calls for communication a two-way process and
providing opportunity for suggestion and criticism. Since the receiver is to accept and carry
out the instructions, his reactions must be known to the sender of message. The latter must
consider the suggestion and criticism of the receiver of information. But feedback principle is
often given a back seat by most managers, which defeats the very purpose of communication.
7. Principle of time: information should be communicated at the right time. The communicator
must consider the timing of communication so that the desired response is created in the
minds of the receivers.