irm Syllabus Prescribed by BUSINESS COMMUNICATION Dr. Mishra, Shukla & PatelChapter. 1 ._ PROCESS OF COMMUNICATION |. TYPES OR FORMS OF BUSINESS COMMUNICATION : }. BARRIERS TO COMMUNICATION .. 3. NON-VERBAL COMMUNICATION .. . EFFECTIVE LISTENING CONTENTS BUSINESS COMMUNICATION : MEANING, CHARACTERISTICS AND IMPORTANCE .. VERBAL AND NON-VERBAL ... . ROLE, EFFECTS AND ADVANTAGES OF TECHNOLOGY IN BUSINESS COMMUNICATION : EMAIL, MESSAGE, VIDEO CONFERENCING AND SOCIAL NETWORKING .. 48-62 63-68 . PRINCIPLES OF EFFECTIVE LISTENING/ COMMUNICATION 69-72 . INTERVIEW SKILLS : RESUME AND APPLICATION ...73-86 10. 1. 12. 13. . REPORT WRITING MODERN FORMS OF COMMUNICATION... BUSINESS LANGUAGE AND PRESENTATION WRITING SKILLS ... OFFICE CORRESPONDANCE ..5871 1 GI2resD Business Communication : MEANING, CHARACTERISTICS AND IMPORTANCE ‘Communication, in everyday language, refers to the exchange of ideas between any two persons or the exchange of information and knowledge. The process of ‘communication starts from birth itself. ‘The objective of any language is to communicate. The word communication has been derived from the Latin word ‘Communico’, which means distributing or sharing something. Thus, communication is a two-way process. With continuous human evolution, the nature and type of communication have also been changing invariably. The earliest medium of communication or ‘exchange of information was via wood and leaves, while in the present day, we use mediums like language, script, printing press, radio, film, telephone, television, satellite, internet, mobile, etc. It results from unlimited and ever- increasing wants of human beings, leading to the continuous increase in various ‘mediums of communication. Every living being on earth uses some form of the communication process, but only humans possess the capability to communicate the message effectively. Communication is an art, and those skilled in this art make themselves more impressive and become successful professionals. ‘Matthew says that ‘Communication is something so simple and difficult that ‘we can never put it in simple words. MEANING AND DEFINITIONS OF BUSINESS COMMUNICATION ‘The retention or termination of an employee in an organisation depends mainly ‘on communication. It provides information about internal and external activities ‘to the organisation that can be either favourable or unfavourable to that organisation. An organisation's business objectives can be achieved by collective efforts, which is possible only through the exchange of facts, thoughts, opinions, or emotions of persons working in that organisation. In the continually evolving and ever-changing organisational environment of the modern world, communication has been defined in various ways as given below “Communication, is an intercourse by words, letters symbols or messages, and is a way that the organisation members shares meaning and understanding with another.” —Koontz and O'Donnell “Communication is an exchange of facts, ideas, opinions or emotions by two or ‘more persons.” —Norman & Summer2 SBPD Publishing House 5871 one person to another.” —Keith Devis “Communication is a bridge of meaning. It involves a systematic and continuous process of telling, listening and understanding.” Louis A. Allen From the above definitions, it is evident that thoughts and information are communicated from one person to another under business communication. It isa process wherein the receiver of information should understand and perceive precisely what the communicator eonveys. The main aim of the communication process is to execute the work as per the information. Also, while communicating information, one must ensure that thoughts and emotions are taken in their proper perspective, NATURE OR CHARACTERISTICS OF BUSINESS COMMUNICATION Communication is an essential part of any business organisation. Without communication, it is tough, if not impossible, to become a premier and top- level organisation. The nature of communication can be summarized with the help of the following points 1. Communication involves at least two persons. There are at least two persons in communication—one is a sender and the other is a receiver. ‘The person who conveys messages or directives in written, oral or gestural form is known as SENDER and the person who receives or listens to these messages is RECEIVER. Message is vital in communication. The message is an essential element, in communication, i.c., message through lecture, order, suggestion, discussion, advice, ete. Communication necessarily conveys some message. Without a message, communication has no relevance. 3. Communication may be written/oral/gestural. Communication is generally written or oral, but the gesture of lips, eyes, hands, ete., also is a significant way of communicating. Thus, communication may be oral, written, or gestural. 4. Communication may be formal/informal. Communication may be formal or informal, depending on the structure of an organisation. 5. Communication is a two-way process. It is a two way process as the sender conveys the message to the receiver and the feedback in return is, received. Communication isa continuous process. It isa continuous process. In no case should there be any obstacle to communication. To achieve the desired results, series of efforts are required. 7. Communication is a less time-consuming process. The communication process is less time consuming when the receiver responds with his feedback as immediately after receiving the message or information. 8, Need of proper medium. The selection of a medium of communication is, vital. The selection of an appropriate medium is made to transfer a message of relevance to the subject matter. To fulfil the objective, clarity and completeness of the message is a must. Communication asa bridge of intellectual efficieney. Communication related to the transfer of facts and experiences. Clarity should be maintained while transferring the message to avoid confusion between the sender and receiver. ‘Thus, it acts as a bridge of intellectual efficiency between them.Business Communication: Meaning, 10. Communication as a tool of building relations. Communication act as a tool to establish, develop and strengthen relations in a business organisation, ‘Thus, it is pretty apparent that communication is a process that conveys ‘messages and information from one person to another and a process of exchange of messages amongst them, which includes orders, directives, suggestions, complaints, exchange of ideas and opinions, ete. It is a continuous process with the capacity to convey and receive feedback in return. SCOPE OR FUNCTIONS OF BUSINESS COMMUNICATION ‘The scope of communication is widespread. It is an interdisciplinary process affected by numerous factors. In an organisation, it has two forms-internal and external communication, Its scope can be expressed as follows 1. Sharing of information. The primary aim of communication is to convey the message from its source to the target person or group. Various kinds of information have to be communicated in an organisation, like information related to its policies, regulations, laws, changes, developments, ete. In addition, some specific information like particular benefits, achievements, significant changes in organisation, ete., need immediate or prompt communication. Feedback. In an organisation, to achieve high-level managerial targets, find solutions to problems, fix targets for employees, and have efficient departments for appropriate solutions and necessary adjustments, there is, always a need for feedback. In the communication process, feedback ‘motivates persons in accepting challenges and preparing realistic plans of action, Basis of control. The system of monitoring and controlling in an organisation is known as Management Information System. Information is, communicated as per the basic model of the plan. Thus, communication helps to ensure such control. 4, Effects. Communication is power. The main objective of communication is to influence persons in an organisation to give better performance. The employees in an organisation communicate to create a favourable environment in working relations, ete. 5. Solution of problems. In most cases, communication aims to provide a solution to the problem, Communication between management and union aims at finding a solution to problems, 6. Developing decision-making ability. There is always a need for various, types of communication for decision making in an organisation, like exchange of information, availability of ideas, ete. Thus, communication plays an essential role in the decision-making process. 7. Helping positive changes. The effectiveness of change, introduced in an organisation, depends on clarity and simplicity of communication. Itis the communicator who identifies the problems between management and workers through communication, and thereby proper steps are taken for desirable changes in working plans. 3.SBPD Publishing House Group construction. Communication helps in establishing relations. Groups get uncoordinated when there is a communication gap in the group. Therefore, communication is essential for developing favourable working conditions in a group, Liasion with the outside world. Communication helps an organisation in establishing a liaison with the rest of the world. To inerease its effectiveness, ‘an organisation can use its better working environment with the help of proper communication, 10. Entertainment, Everybody needs entertainment after his daily routine of work. It plays a vital role in our life. A person indirectly learns a lot from entertainment which is also a part of communication, 11, Directives. A directive is an important activity of communication. It helps in educating and socialising the members of society. Directives start from the very beginning of man's life. Communication develops knowledge, skills, personality, charm and thus, through directiveness, provides him opportunities for active participation in social life. 12, Developing persuasive skills. Communication develops a person’s capacity to pursue and convince others. Experience and practice help better interpret and thereby make it possible to control and govern the business entity. 13, Helping interaction and discussion. Without communication skills, interaction and diseussion are just not possible. With the help of communication skills, the speakers and listeners viewpoints are conveyed with clarity and interest. 14, Cultural encouragement. Communication provides opportunities to learn and encourage cultures within and across various countries. In the modern age of global business competition, one has to increase business activities by learning and understanding the cultural disparities of various regions and countries. MAIN ELEMENTS OF BUSINESS COMMUNICATION There are five elements of communication as given below : 1. Communicator. Sender, speaker, writer etc., who takes the responsibility of communicating, Recipient. The receiver who receives the message, order, information, ete. 3. Message. The message is the main element in a statement, order, information, strategy or suggestion. 4, Channel—The channel is a medium through which a message or information reaches the communicator to communicate. 5. Feedback. The feedback is the impact or reaetion whieh reaches back to the communicator in response to the delivered message. OBJECTIVES OF BUSINESS COMMUNICATION ‘The main objective of communications to send the right message to the proper person through the proper channel at the proper time and place. The 9,Business Communication: Meaning, ‘organisation should make al efforts that the communication process is activated with ease and comfort so that it does not interrupt the business, funetionality. ‘The main objectives of communication are as follows 1. Proper message. This is the main aim in the communication process thatthe right message gets appropriately communicated to the right person. ‘The information sent by the sender must be perceived in the same manner by the receiver. Its, therefore, necessary that proper media is selected 50 that it conveys the exact meaning of the message to the receiver. 2. Coordination among activities. Communication is an essential tool that coordinates and regulates various business activities. Thus, for coordination in business, proper communication is a necessary pre-condition. 3. Improvement of management skills. In an organisation, communication media helps in establishing better understanding amongst the employees. ‘The events, ideas, thoughts, complaints, suggestions from the lower level of management ean be communicated to the top management level through the proper communication channel, which provides accurate information, and outlook to the management, which in turn improves managerial skills. It forms a part of the learning process. Implementation of policies. Communication acts as a key to better implementation of policies and programmes framed by an organisation, Effective communication in an organisation avoids obstacles and interruptions in the implementation of policies and programmes, thereby ensuring the organisation's success. 5. Development of positive industrial relations. Communication helps the manager understand employees’ behaviour and psychology like their real feelings, idea, opinion, information, expressions, ete. Thus, it helps ‘managers in increasing their knowledge and understanding, No doubt, communication is a learning process. IMPORTANCE OF BUSINESS COMMUNICATION “Communication is the lifeblood of any organisation. Without communication process, there can be no business activity.” —Keith Davis If there is no communication, it will be challenging for a manager or employee to find out what is going on in the organisation. The management will not be in a position to receive any information. It can neither give any directives nor maintain coordination of the various activities of the organisation. Lack of communication will lead to failure of work in the organisation. The organisation will lose cooperation just because the workforce will not be able to convey to others their requirements and emotions. Without communication, there will be no possibility of exchanging information, problems, solution of a problem, feedback, and assessment of achievement. Thus, it is clear that communication is fundamental to an organisation, and communication is indeed a dynamic aspect of every organisation, ‘Communication is also vital due to following reasons : 1. Need for proper and efficient operation of the business. Communication is necessary for the proper and efficient operation of anSBPD Publishing House organisation or a business unit. It makes a business unit effective and dynamic because coordination of different departments and continuous sale of products requires effective communication. Thus, without communication, business success is not possible. Need for effective leadership. Communication skill is a necessary pre~ condition for effective leadership. A manager who is well versed and skilled enough to communicate possess the quality of leadership. In a good communication network, the flow and exchange of information and ideas amongst the employees and managers lead to better understanding, It removes misconceptions in the working environment with more effective and faster communication media. The leaders will be in a much better position to convey their ideas, emotions, thoughts, course of action, and. suggestions to other employees successfully. 3. Developing skill of coordination. The process of communication helps in developing cooperation and coordination amongst human beings. It helps in the exchange of ideas and information, strengthens unity and increases the efficiency of employees. In an organisation, various departments carry on their specific activities independently. Better coordination amongst various departments is achieved through the directives from high-level management. Efficiency and unity are not possible without proper communication, Helps in the development of management skills. Communication is necessary for the management to ensure proper execution. Because of communication, management achieves its targets and objectives, gives directives and carry on responsibilities, and examines and evaluates employees’ behaviour. Thus, it is said that communication is an essential element of successful management. 5, Helps in proper planning. Effective communication is always helpful in an organisation's planning and functioning. Communication plays a vital role in the effective implementation of organisational plans and in achieving the defined targets and objectives. Improving public relations. In modern times, a business organisation ‘must take its place in society. With changing times, the meaning of public relations has also changed. The importance of publie relations is now being realised in semi-government institutes and public undertakings and incorporates and industries. One ean find public relations personnel in all, these organisations. It means that communication is playing an essential role in this direction. 7. Helps in providing competitive information. Modern business is competitive by nature. To face challenges of competition, more and more information is necessary. It is not only necessary to obtain valuable information and pass it on to concerned persons, but it is also necessary to take appropriate steps to face the challenges of competition. 8, Achieving high productivity through job satisfaction, The sense of job satisfaction is developed through communication media, which results in achieving high productivity by workers in an organisation. Through communication, a person can express his role, skills, and efficieney in the 4. 6.Business Communication: Meaning, Importance 7 Business organisation. In the absence of proper communication, workers level of job satisfaction will decline and affect their productivity adversely. Delegation and decentralisation. In a large organisation, top-level management cannot supervise every activity of the organisation by themselves. Therefore, they have to adopt delegation and decentralisation of powers and activities, which is possible only through effective communication. 10. Democratic management system. Each person in a business organisation has a salient desire to partieipate in the management process. An efficient, ‘manager creates such an environment for his subordinates to authoritatively participate in the managerial decision-making process. Effective communication, plays a dominant role in maintaining continuous contaet between management and workers. ‘Thus, we find that communication plays a vital role in the process of change in an organisation, When the workers are fully equipped with valuable and favourable information, then they are full of confidence. The most approprinte communication and appropriate behaviour of workers is the key to the success ofan organisation, Therefore, an organisation must give top priority to proper and effective communication systems, IMPORTANCE OF COMMUNICATION FOR MANAGERS: Almost all the manager activities are performed through effective communication, and, therefore, an effective communication process is significant for a manager. The primary activities of a manager are as follows : 1. To achieve the objectives. 2, To organise. 8. To encourage and communicate. 4, To measure the work. 5. To develop personality. Every manager has to perform all the above activities. Communication is an important tool in the hands of the manager to undertake his responsibilities successfully. Whatever he speaks or writes, in other words, whatever information ‘or message he has to convey, depends on the communication process. Thus, the success of a manager depends on effective communication. The ability to listen, read, write, think establishes him as an effective and successful manager. ‘Today, the business environment has undergone a complete change. The concept of management has also changed. The new aspects are being added to it; therefore, it becomes necessary for a manager to accumulate accurate and helpful information on time. Fer example, to know the market conditions and capital requirements ete. before launching a new product. Ifa manager can do it, he gets success. A manager must run the business with proper controlling and monitoring, communicate on a priority basis his production targets to the lowest level business departments, and communicate results to high-level ‘management, A good and efficient manager possesses the quality of using communication media for better public relations as appropriate public relations is essential for an organisation. 9.8 SBPD Publishing House ‘Thus, we can see how helpful communication is for a manager because his success depends on effective communication. (For further readings, refer to chapter 7) IMPORTANCE OF COMMUNICATION IN INDIA India is a democratic country, and in a democracy, the importance and the role of communication cannot be ignored. Communication ensures a healthy atmosphere, communal harmony, happiness, progress and unity and helps in making them dynamic and better. It also goes a long way in maintaining harmony between the government and the people and make their relations more cordial. In a democracy, social organisations and their relations are complementary to each other. Thus, communication plays a vital role in tuning social organisations, socia! institutions, society and individuals by bringing them into the mainstream. ‘That means communication maintains cordial relations, leads society in the right direction, and helps various communities and individuals join the mainstream of society. ‘Though communication messages and information reach the distant parts of a nation, urban and rural and invariably carry the message for betterment, it gives incentives to do better things. It forms public opinion in the right direction, beings awareness, and creates an urge for hard work and social work so that society achieves the desired targets. This way, communication creates an atmosphere of active cooperation among government administration and business organisations, promoting national interest and creating a better image of the nation at the international level. Thus, in the communication process, there is always a feeling for people, welfare. ‘Today, a competitive environment has been created in our country because of rapid industrialisation, new reforms in agriculture, the spread of financial institutions, and multinationals’ entry. Under these circumstances, marketing of our products with the help of advertisements is necessary to have a larger market share for our products, establish cordial relations amongst management, and workers, and develop an impressive image in public. It is a general belief that those institutions, industries, products, corporates, ete., which do not regularly contact buyers, their very existence becomes questionable. Nowadays, the social atmosphere has become essential and pointed along with increasing industrialisation. For its demands and rights, the labour forces keep constant pressure on management by going on strikes, organising demonstrations and gherao, ete. In addition, trade unions, internal conflict, fractions, disputes, slums dwelling around industrial areas, water and air pollution etc., are creating various problems that our country is facing today. Under these circumstances, the task ‘of communication has become more challenging. Nevertheless, communication is capable of creating a healthy and favourable atmosphere in our country. New aspects of communication are emerging in the form of public relations and future challenges. ‘The corporate, organisations, undertakings, industries, semi-government establishments ete., now are becoming more concerned about publie relations. ‘One can find public relations personnel in those organisations. Communication now is having its proper place in management structure and management directives. Thus, the future of communication is bright in India.Business Communication: Meaning, ‘There are numerous essential aspects of the business sector in modern India, which need communicators attention. Communication has to consider all internal and external aspects of our environment that affects business, work efficiency, profit earning, credit availability ete. This is an essential function of communication from the management point of view. ‘New requirements related to communieation have emerged in the modern world because of multinationals and other companies, profiteering, a merger of companies, and take over other companies, ete. ‘The increasing competition in the Indian economy and uncontrolled tendencies in modern society have resulted in consumerism, Therefore, consumers needs, requirements, consumer relations, appropriate managerial education, consumer's expectations ete, are becoming important issues in communication. ‘Today we witness a revolutionary change in communication facilities. With the help of communication media, financial and business activities are performed with ease and without losing time. Communication media like television and other visual aids cannot be ignored as they help make effective communication very easy and fast. Modern science has provided us with new communication ‘media like Desk Top Publishing, fare, Computer, Internet, E-mail, Satellite Communication, Video, Video-conferencing cell- phones, ete. Communication with maximum speed is now possible because of these media gadgets. Although there are many problems in the communication sector, the future of communication in India is undoubtedly bright. _Long Answer Type Questions 1. What do you mean by communication? Explain the objectives and importance. 2. What is Communication ? What is the importance of communication in Business organisation. 8. Define Business Communication and discuss its importanee for managers. §_Short Answer Type Questions 1. Explain the importance of communication for managers. 2. What are the essential features of business communication ? 23. Essential features of Business Communication 4. Explain the Importance of Communication for Managers. Objective Type Questions L. Select True/Patse 1. Communication is the exchange of ideas. 21 The Receiver and the decoder are the same person. 8. According to Keith Devis, “Communication is something so simple and different that we can never pat in simple words.” 4. Communication is universal. 55. Communication isa cantinuows process. 6. Communication isa one-way process 7. Feedback received from the receiver makes the communication two-way process. 8. Communication is a two-way process10 ‘9, Business communication is a process of messages and persons who are associated ‘with the business, 10. Communication is an art 11. Communication is a three-way process. 12. Communication is important in a business organisation, {Ans.: 1. True; 2 True; 8. False; 4,"True; 5. True; 6. False; 7."True; 8. True; 9. True; 10. Palse; 11. False; 12. True] IL Fill in the Blanks 1, Communication isa Process (one way/two way) 2. Communication is (AreéScience/Bath) 3, Communication is... zi (Continuous/Diseontinuous) 4. Communication is (Sharing of information/Sharing of management) 5. Objective of Communication is... Proper messaging/Miscommunication) \Ans.: 1. Two way; 2. Both; 8. Continuous; 4. Sharing of information; 5. Proper messaging] IIL. Select the correct Answer: 1. Communication is the exchange of: ) Ideas i) Management (i) Culture 2. Scope of communication is Local i) National (ii) Wide 8. In the modern age significance of communication is (i) Trade (Gi) Industry (iii) In all places 4. Communication is @ Art (i) Science ii) Both 5. Business communication is (@) One way process Gi) Two way process (Git) Three-way process (iv) Diseontinuous process 6. Communication is (@ Universal (Gi) Science (ii) Three-dimensional 7. °Communication means the process of passing information and understanding from one person to another.” The statement is given by ) Theo Haimann i) Keith Devis, Gi) Methwes (iv) Newman and Summer 8, Four of communication are: ( Shortness, Simplicity, Strength, Sincerity i) Schooling, Speech, Spread, Simplicity (Gii) Simplicity Speech, Scientific, Social Gv) Simplicity, Speech, Spectrum, Social 9. What is Communication ? @) Itis a managerial process (Gi) Itis a continuous process (Gif) Teis a two-way process (iv) All of these Ans. 1. (i), 2. (ii), 3. (il), 4. (ii, 5. Gi), 6. (0, 7), 8. (D, 9. Gv)]2 Ganges Process oF CommunicaTION COMMUNICATION PROCESS ‘Communication is a continuous process that we find every day in our daily lives atevery stage and every moment. The systematic form ofthis process is termed as'Communication Process’. In the process, the sender transmits the message to the receiver. There are various other elements in addition to the Sender and Receiver in the process of communication. However, Parthsarthi has analysed and brought forward the following main elements ! 1, Communicator or Sender 2. Message 3. Language 4. Medium 5. Communicatee or Receiver ‘Thus, itis evident that there are two persons necessary to perform communication One is the sender, and the other is the receiver. The primary activity in a communication process is the transmission of a message by the sender or communicator. The message cannot reach the receiver without any medium. Say What ?... Who ?. Fig. Redfield agrees with Parthsarthi concerning the number of elements in a communication process but has defined these with slightly different nomenclature. The absence of any of these elements in the communication process will make the whole process incomplete. 1. Communicator 2. Process 3. Motivator 4. Effect 5. Answering. In simple words, sending the message to the receiver through an appropriate channel is called a communication process. However, in business communication, the only main objective is to obtain the desired response of the message from the receiver.w SBPD Publishing House ‘Thus, to understand the process of communication, one has to answer the following five questions : 1. Who? 2. Say what? 3. To whom? 4, Through which Channel? 5. With what effect? Aceording to Louis Allen, communication is a fourfold process that involves the following 1. Asking 2 Telling 3. Listening 4. Understanding According to Ernest Dale, the communication process is based on the following, four factors : 1. Asender 2 A receiver 3. A message 4, Motivational climate THE COMMUNICATION PROCESS IN ACTION Receiver na Transited [nse Sender Encoding. Transmission Decoding Process (Channel) Process Figs: 2.2 Communication is a dynamic process with a chain of actions, reactions, and responses related to achieving a specific objective or target. For example, ifyou wish to talk to your friend, you will be ‘Sender’, and now you will encode your thought or message so that it can be conveyed to your friend through an appropriate channel. Your friend who is ‘Receiver’ will decode the conveyed ‘message according to his understanding and react to it in feedback. When you perceive the feedback that he understands the message you communicated in the same form as you wanted, you will only proceed further to send more messages. Thus, communication is a mental process, so in this process, the capacity of the communicator or sender to communicate and receiving capacity of the receiver both are significant. For successful communication, process feedback plays a very crucial role. Essential Elements. The following elements are necessary to complete the communication process : 1. Sender, 2, The message, 3. Channel, 4. Receiver, 5. Interpretation. Let us discuss these elements in detail 1, Communicator or sender. The whole process of communication revolves around the sender and on the fact as to who is the sender? What does he wish to communicate? For example, The editor of a newspaper plays the role of sender and bears the total responsibility of communication. ‘The following elements are necessary for a good communicator or sender () Clarity of subject matter, (i) Purity of language, (ii) Control on the group's expectation, (iv) Realisation that every word and gesture of the message reaches intact to the receiver. Thus, there is no place for a communication gap. 2, Message. The message isan essential factor in the communication process. A message can be defined as a thought, idea or preconception of the sender. Itis formulated as a statement and is conveyed. As a message cannot reachmunication 13 the receivers by itself, therefore it requires a medium or channel. The message gets transformed as per the selected medium. The message also gets affected directly or indirectly by the target group. ‘A good message should have the following characteristics: (i) Simplicity of language i) Clarity of language (iii) Compactness of language (iv) Completeness of language 3. Medium of communication. The message is communicated through media like books, articles, lectures, radio broadcasts, television, cinema ete. The selection of the appropriate medium depends on the message, sender and receiver. The communication process can be undertaken face to face with air asa medium to transmit the message ifthe distance between sender and receiver is less. Various communication mediums are available to send and receive a message which can be enlisted as follows (a) Print media. Newspapers, magazines, journals, books, pamphlets, calendars, diaries, advertisements etc. This media is limited to literate people only. @) Electronic media. Radio, television, film, internet, video, video conferencing ete,, are included in electronic media. (©) Traditional media. This media includes our arts, culture, and traditional folk culture like folk songs, folk dance, folk music, social functions, religious gatherings, fairs, international functions, festivals, ete. 4. Receiver or group. Receiver or group of receivers provide answers to question like-communication for whom? Message for whom? If a suitable :message does not reach the appropriate receiver or large group, the whole communication process goes futile. The receiver must possess the following : (i) Ability to understand the information. (Gi) Interest to get acquainted with the subject matter of information. 5, Feedback. Feedbacks the most crucial part ofthe communication process, ‘wherein it is necessary to know whether or not the receiver has received the sender's message in its original form. The reactions of the receiver or receiving group is the expected confirmation ofthe receiptof the sent message. ‘These reactions are known as ‘feedback’. There are various ways of getting feedback-surveys, interviews, questionnaires, letters and responses. Such reactions are gathered and analysed. Based on the conclusions of such analysis, appropriate changes are incorporated in the message if required. However, the subject matter of the sent message remains intact. SUGGESTIONS FOR SENDER IN THE COMMUNICATION PROCESS Harris has given the following suggestions to the sender for an effective communication process 1. Sender should be free from bias and tensions of mind. 2. Before sending the message, the sender should analyse the actual contents of the message.14 SBPD Publishing House 3. Before communicating the message, the sender should obtain all possible and relevant information about the receiver. 4, Sender must ensure before communicating the seriousness of the receiver, i.e., whether or not the receiver is sensitive to receive the message. 5. Sender should communicate the message according to the objective of communication. 6. The signs, codes, gestures etc., used in communicating the message should be easy to understand. 7. Repetition of message or content of the message by the sender helps in better expression. The content of the message is perceived correctly. 8. A proper consistency should be maintained between the communicated thoughts and actions of communication. 9. Message communicated by the sender must reach the receiver on time. If itdoes not reach the appropriate time or as per the receiver's requirements, ‘twill ereate confusion and lead to distraction and ineffective communication. Ina communication process, the sender should encode the message according to the receiver’s compatibility and his capability to retrieve the exact message as ‘was sent from senders and asa receiver receives the message by reading, listening and observing. Thus message must also be in the form of words, actions, visuals or numbers. This is an absolute condition for effective communication. Speaking Drawing Acting wrtingProcess of Communication 16 FEEDBACK Feedback is the response that is conveyed back to the sender by the receiver. When the sender conveys the message to the receiver, he expects to get the receiver's reaction as feedback to the conveyed message. The receiver expresses his reactions and response after understanding the message. This reaction may be favourable or unfavourable, and the same is termed as feedback in the ‘communication process. Feedback helps the sender to communicate by sending and receiving messages in a better and more effective manner. ‘Thus, feedback enables the exchange of information and develops a better understanding between sender and receiver. When the sender communicates a message to the receiver, the receiver tries to decode the message and understand what has been expected of him after receiving the message s0 that the receiver srasp the same what is required. The receiver may or may not give his reaction in context to the message, yet, it may be enough to confirm that the receiver has understood the message in its proper or actual form. Feedback Process. A communication only after a message becomes efective with its feedback in return is received after receiving a message. Feedback is said to be the essential elements of the communication process, and the feedback only depends on the effectiveness of communication. Feedback is said to be present in the process only when the receiver gives his reactions to the sender's message. Feedback is the measuring rod of communication’s effectiveness. The communicated message gets evaluated and appreciated, and as per reactions, the message is modified to make it effective. coding] » [Message Feedback \ [Receiving] Beside t [Encoding] Ss Feedback in t ee Channel [Encoding Communication ‘Sender Je {Message [Decoding] Fig. 24 tis essential to know how the receiver expresses his reactions after receiving, understanding or analysing the message. Analysis in this process is possible only with the help of feedback. Anefficient/competent manager can effectively communicate in an organisation/ business unit only with authentic feedback. Therefore, for an effective decision- making process, the manager must be provided with an opportunity for getting feedback.16 SBPD Publishing House TL. Brown says that a desirable quantity of feedback is necessary for both the communicator and receiver. ‘Thus, feedback or reaction is a source to know and understand the receiving of the message and its correct analysis/ interpretation. Desirable/appropriate/ favourable modification of the earlier original message is possible only with the help of feedback from the receiver. Feedback generates good relations and better understanding between seniors and subordinates because of the two-way communication process in an organisation/business unit and constantly motivates them for favourable working, Thus, the management of an organisation/business unit cannot ignore it. Feedback is a specific technique of making communication more effective by making necessary modifications in the message. It is an essential principle of making effective communication in an organisation through reactions to facts. Effect of Feedback In the context of facts and effects, the importance of feedback cannot be ignored by an organisation. Many researchers have made efforts to prove the effects and importance of feedback in the communication process. Hellriegel and Slocum have analysed the effects of feedback as follows © As every action of the sender affects the receiver's reactions, in the same way, every reaction of the receiver affects the acts of the sender in the communication process. © Inthe communication process, the receiver's reactions are termed ‘feedback’, which provides more efficiency and competency to the sender in achieving his objectives. ‘© Feedback in communication motivates to make the earlier original message more effective. If no feedback is received, then the message communicated earlier is not changed or modified. © Ina communication process, the receiver, through his reactions/feedback, attempts to motivate the sender for further improvements. HOW TO IMPROVE FEEDBACK? Feedback has specific importance in the communication process. Feedback is the last but most significant and necessary element of the communication process. Its effectiveness is crucial. Some experts have given directives and suggestions to make feedback more effective. Procter and Gamble, Exon, and other groups have suggested the following directives to improve the effectiveness of feedback in their training programmes (Help. Feedback is helpful in understanding/knowing the behaviour of the receiver. Knowing and understanding the receiver's reactions helps create good relationship so that the sender can take appropriate actions by appreciating and analysing his earlier message in light of feedback. (i) Descriptive. The nature of feedback is descriptive. Because of its descriptive nature, itis possible to make desirable changes in the earlier message based on reaction analysis. ‘Specific. The characteristic of the specification is present in feedback, which enables the receiver to have complete knowledge related to the communicated message.5871 Process of Communication 7 Tewill be difficult to perceivefunderstand the communicated message ifthe quality of specifieness is missing, (iv) Listening. Feedback is possible only when the receiver is prepared to listen/know/understand the message and have sufficient time to perceive the message. Feedback always depends on the receiver's capacity to understand/know/perceive the message and express his reaction at a definite point in time. (v) Time. Lesser the time consumed between the communication of the message and receipt of its feedback more shall be its effectiveness and advantages. Thus, the time factor is significant in feedback. (vi) Specific behaviour. Feedback always refers to some definite reaction or behaviour. It means that feedback should be related to some specific behaviour. (vii) Goal-oriented. Feedback is not related to the structure of the message. It is directly to the goal or objective of the message. (viii) Control. In a communication process, the receiver must keep control over giving straight negative feedback because negative feedback is always discouraging and depressive in communication, IMPORTANCE OF FEEDBACK In an organisation/business unit, feedback about the message from the receiver is essential to make the whole communication process effective. It is because of feedback that the sender ean improve his performance. Effective communication isan essential managerial quality, and feedback bakes it effectively by controlling ‘ideas and information in the process. Criticism should always be taken as advice or suggestions to make the feedback effective and valuable. Criticism should instead be welcomed, treating it as a solution to problems. Feedback is a ‘motivating factor in the communication process. It is the last step, and with it, ‘the communication process gets completed and. Therefore, no effective communication is possible without feedback. Long Answer Type Questions 1. Explain the process of communication, 2. What is communication? Explain the communication process. ‘8. What is meant by communication process? Explain Elements ofthe communication process. 4, Explain the suggestions for the sender in the communication process. Short Answer Type Questions 1. What is the communicati process? 2. What do you understand by the communication process? 8. Explain the process of communication. 4, Explain in brief the communication process. 45, Explain the factors of communication,18 SBPD Publishing House 5871 Objective Type Questions L Select True/False 1. The basis of the Indian communication system is Vasudhiva Kutumbkam. 2. Sender and receiver both are responsible for the communication process, 8. In Aristotle model, communication is divided into four parts tAns.: 1. True; 2.True; 3. False.) UL Fill in the Blanks : 1. The response received toa message is called (Peedback/Sign) 2. Communication isa process. (Two-way/Three-way) (Ans.+ 1. Feedback; 2. Two-way-] IIL. Select the correct Answer t 1. Message is the (@ Raw (i) Structural (iii) Encoded 2. The response received to a message is called G) Encoding (i) Channel ii) Feedback 8. Communication is () One-way (i) Three-way (ii) Twosway 4, Communication is : () Discontinuous Process i) Continuous Process iii) Individual Process 65, Parth Sarthi explain factors in communication process is ( One i) Four Gi) Five WAms.: 1. (ii), 2. (ii), 8. (i), 4. i), 6 Cid] 003 GI2resD Types or Forms oF Business Communication : VERBAL AND Non-VERBAL Every communication uses one or the other channel of communication. Here ‘channef' refers to that path through which information passes or flows from one person to another. ‘Medium’ refers to the factor that is used to convey the information. The form of communication in an organisation may be formal or informal. Every organisation has to adopt two communication processes— internal and external. Internal communication refers to that information/order/ suggestion/eaution, which is communicated and received within a particular organisation, External communication refers to communication with external agencies like banks/ government offices/ insurance agencies/ customers! exporters. Thus, the success of a business organisation depends on its effective communication system as it helps the organisation achieve its goals and objectives. Communication ean be classified into the following categories based on its flows and organisational relationships : BASIC FORMS/TYPES OF BUSINESS COMMUNICATION On the On the On the basis of basis of basis of Organisational expression flow Relation Verbal Non-verbal Formal Informal Vertical Diagonal Lateral or Horizontal |. Based on expression Th today's scientific age number of media are available for communicating messages and information, but based on expression, it may be classified into two groups L-Verbal, IL. Non-verbal20 SBPD Publishing House I. Verbal Communication. Through language, it acts as a medium to convey the idea, thought or feeling of a person to the receiver or listener. ‘Verbal communication is of two types : (1) Oral communication, (2) Written communication. Il, Non-verbal Communication. It includes body movements, facial expressions, gestures, signs ete., which are not directly related to any language. However, these are significant in their way, and they act as a supplement to verbal communication. Il, Based on Flow Based on the flow of communication, it can be classified as under : 1. Vertical Communication: Every organisation has a hierarchical line of suthority that runs a communication channel used for transmitting all written and oral messages. When message flow from higher authorities to subordinates or from subordinates to higher authorities and different levels, of organisation structure is known as vertical communication. In this type of communication, messages and directions pass along the sealar chain. For example, the board of directors (highest authority of the organisation) passes his orders and direction to the Managing director. The Managing Girector passes on necessary and relevant information to departmental managers, who, in turn, issue instructions to supervisors. Vertical communication can be of two forms 2, Lateral or Horizontal Communication: When communication occurs between two or more persons who are linked to each other by equal status or equality or relationship. The meeting of General Managers of various units of the company, communication between territorial sales managers are examples of Horizontal communication. The main objective of this communication is to establish coordination in the business so that works and decisions are fulfilled quickly and efficiently. 8, Diagonal Communication: The transfer of information among people who are neither in the same department nor on the same level of organisational hierarchy is called diagonal communication. In other words, itrefers to the interchange of messages among persons located at different, levels of hierarchy and outside the direct chain of command. When the Assistant Finance Manager communicates with the accounts clerk directly is an example of diagonal communication. The diagonal flow of communication short-circuits the rigid chain of command. The informal ‘meeting, lunch hour meeting, conference project organisation meeting ete., are the main media of this type of communication. Il, Based on Organisational Relations Communication can be classified based on business or organisational relationships as follows 1. Formal, and 2. Informal 1. Formal Communication. This communication is usually between functioning managers or other officers in the same organisation. Itinchudes official decisions, memorandums, circulars ete. For example, manager ‘A’, a senior officer, sends a command to his immediate subordinate. ‘This, subordinate communicates it to other employees ‘C’ working under him for necessary action. Thus, it is a formal channel. (Please refer to chapter 5 for details)22 SBPD Publishing House 8. Wastage of time, money and energy can be avoided. 4. This medium is more effective than other media of communication. 5. In this communication, gestures, signs, indications, variations in the tone pitch and intensity of voice can be seen and felt, which is not possible in other media. 6. It is clear. If the listener fails to understand, he can immediately get it explained clearly. 7. This communication is handy in meetings, conferences and seminars. 8. Itstrengthens mutual relations, 9. Feedback is received instantly in this form of communication. 10. It helps in creating a healthy atmosphere in an organisation. Limitations or Disadvantages. Limitations or Disadvantages of oral communication are as follows : 1. Oral communication is not possible when sender and receiver are far away from each other, or no mechanical devices can connect them orally. 2. Itis difficult to fix or assign responsibility in oral communication, 3. Itis suitable for small and straightforward messages. It is not suitable for lengthy and complicated messages. 4, Tt does not have legal validity unless there is some system of confirmation of the message. 5. In the absence of a record, oral communication cannot be retained in mind for a long time. 6. It is not always possible to save time and money. Sometimes meetings, conferences, and seminars do not give desired results, and time and money are wasted. 7. This communication may not be effective in all situations. It depends on certain conditions, and in their absence, it becomes ineffective. It always depends on the speaker’s way of communication and the listener's reeeption ability. 8. Misunderstanding and confusion is always possible in oral communication, particularly when the speaker fails to convey his message tactfully and in a ‘well-organised form or when the receiver does not listen to it carefully. 2. Written Communication ‘When the message or information is communicated through letters, cireulars, memos, reports, minutes of meetings, agenda, bulletins, journals, official publications, gazette, schedules, questionnaires, project reports, etc., itis called written communication. This communication provides the facility of preparing a well-thought draft of a message or information before communicating it. Drafting a message is an art wherein the sender shows his ability to understand the concerned subject matter, maturity, foresight, and profound knowledge of the language Advantages. The advantages of written communication are as follows 1. This communication provides permanent records or documents, as the written message or information turns into a documented record and ean be preserved for reference in future. 2. This communication is a legal document, which explains the contractual understanding between two parties. It helps to resolve disputes in future.‘Types or Forms of Business wun and Non-Verbal 23 “This communication is clear and authentic. It compels the sender to drafta well-thought document. 4, Written communication can be read again and again and can be repeated as and when needed. 5. Itmakes it possible to assign responsibility. There is a sense of responsibility in this communication. istance between sender and receiver is not a problem. It is helpful even when the sender and receiver are far away from each other. 7. This communication is beneficial for the operation and functioning of an organisation. 8. In this communication, a message or information can reach an unlimited number of persons, While launching a new product in the market or when a bank wants to acquaint people with its investment/savings scheme, written communication is very useful as it can reach many people. 9. Anicely drafted and effective written communication can build a good image and bring fame to an organisation. 10. Written communication possesses the quality of developing a sense of responsibility among managers and employees of an organisation. Written communication ean create a sense of responsibility more powerfully than oral communication Limitations or Disadvantages. Written communication is not always without drawbacks. Despite possessing many qualities, it has some limitations as well. 1. It is a costly system. To keep records of communication, an organisation has to spend much money on filing, postage, printing, and of course, on the valuable time of all those involved in the process. Itis time-consuming, 3. It takes much time in removing confusion or doubt. In case of any dispute or when the message is not very clear, it takes much time to make it clear. 4. ‘This communication becomes ineffective when a person is honest and dutiful but weak in expression. 5. In the case where prompt feedback is necessary, written communication becomes helpless. It takes time to encode, decode and communicate feedback and the time involved in its encoding/decoding. Thus, this ‘communication process is time-consuming. Finally, it can be coneluded that certain facilities provided in written ‘communication are not present in oral. Drafting a message is an art, and. ‘the communicator can prove his knowledge of the subject-mater; his tactfulness, maturity, foresight and insight; his mastery over the language in his written communication. Written communication has the facility to maintain secrecy and communicate secret messages. It is necessary to go for written communication to avoid or remove misunderstandings. Notably, all the business-related contracts and bonds are prepared in written form. NON-VERBAL COMMUNICATION > Meaning of Non-verbal Communication ‘The term ‘non-verbal means ‘without words’. Thus, non-verbal communi is the communication in which no words are used. The person who wants to communicate some message to another uses his expressions (body language).Py SBPD Publishing House ‘The other person (receiver) visualises what the first person is trying to communicate. There are two effective ways of non-verbal communication : G@ Use of some signals such as traffic lights, pictographs, sirens, telephone rings, ete. Gi) Use of body language such as nodding or shaking the head, gritting the teeth, raising eyebrows, pointing thumb or finger, raising hands, smiling, glaring, clapping, etc. Non-verbal communication is known as gestural communication also. > Functions of Non-verbal Communication According to Thill and Bovee, non-verbal communication has six functions : 1. To provide information. 2. To regulate the flow of conversation 8. To express emotions. 4, To complement, contradict or expand verbal messages. 5. To control or influence others. 6. To complete verbal message. > Advantages of Non-verbal Communication 1. Reliability : An essential advantage of non-verbal communication is its reliability. Itis easy to understand the emotions and feelings of the speaker by his facial expressions. Body language speaks more than words. 2. Economic : Non-verbal communication is most economical. It involves no expenditure. 8. Personal Influence : Non-verbal communication is quite effective because it carries the personal influence of the speaker also. 4. Quickness : Non-verbal communication is the quickest form of communication. Since both the sender and receiver are in front of each other, it takes no time. 5. Accurate Understanding : It is easy to understand and interpret the ‘message in this form of communication. Body language speaks the attitudes and intentions more accurately. It helps in developing a better understanding. > Disadvantages or Limitations of Non-verbal Communication 1, Lack of Seereey : It is difficult to maintain secreey in this form of communication because expressions or gestures are seen by other persons also, 2. Possibility of Mis-understanding : If the receiver fails to understand the message, it may confuse the parties, 3. Necessity of Physical Presence : Non-verbal communication can be possible only if both parties face each other. It eannot be used if they are at different places. 4, Lack of Proof : An essential disadvantage of non-verbal communication is that there is no written proof of the message. It may create many problems in case of future disputes, 5. Suitable Only for Brief Messages : Non-verbal communication is suitable only if the message is brief, 6. Not Suitable for Past Events ; Non-verbal communication is suitable only for the present and not for past events and ideas.Types or Forms of Business. 25 > Difference between Oral and Written Communication SL Basis of Oral Written No] Difference Communication. Communication 1. | Meaning In verbal communication, | In written communication, through mouth (words). written form. 2. | Media of Face to face discussion| Letters, notices, cireulars, Communication| speeches, meetings,| bulletins, books, 3. | Form Communication is oral. Communication is written. 4. | Expensive It is not expensive. It is expensive. 5. | Time It almost takes no time. _| It takes certain time. 6. | Effect It is more effective. It is less effective. 7. | Personal It requires personal|It does not require octet fesntnct. portal contacts 8. | Feedback Feedback is received] Feedback takes time. immediately. 9. | Secreey Message remains quite| It is difficult to maintain 10. | Proof ‘It cannot be used as a proof| It can be maintained as in futuré proof in future. 7 VZ |MPORTANT QUESTIONS ////] Long Answer Type Questions 1. Describe in brief the primary forms of Business Communication. 2 What do you understand by oral communication? Deseribe the advantages and disadvantages of oral communication, 8, Explain the merits and limitations of oral and written communication? Which one ‘is more useful in business communication? 4. Discuss the meaning, advantages and disadvantages of written business ‘communication. Discuss the advantages and disadvantages of oral and written communication. Short Answer Type Questions 1. Explain verbal and non-verbal communication. 2. Differentiate between oral and written communication. ‘8, What do you mean by oral and written communication? 4, What is non-verbal communication? 5. What is oral communication?26 SBPD Publishing House Objective Type Questions L. Select True/False 1. Every organisation has an informal communication network. 2. Written commu tion has provided permanent records. 8. Oral communication is a type of non-verbal communication. 4, There is a close relationship between oral communication and body language. 55. Non-verbal Communication involves neither written nor spoken language. 6. There is no relationship between oral communication and body language. [Ans.: 1. True; 2. True; 9. True; 4. True; 5. True; 6. False.) IL Fill in the Blanks : 1, Based on flow, a communication channel is 2. Based on organisational relations, a communication channel is, OneTwa/Threel [One/Two/Three} {Ans.: 1. Three; 2. Two.) IIL. Select the Correct Answer: 1. Which of the following classification is based on organisational relations? @) Formal and Informal (Gi) Verbal and Non-Verbal ii) Written and Oral (iv) Vertical and Horizontal 2. Which of the following type is not included in the classification of flow? (6) Vertical (i) Horizontal (Gii) Diagonal (iv) Non-Verbal 3, Which of the following is not a media of oral communication? {) Radio Broadcasting (i) T. V. Transmission (iii) Interview (iv) Questionnairs [Ans 1.(0),2.v), 3.6)4 GI2resD Barriers To COMMUNICATION MEANING OF COMMUNICATION BARRIERS ‘Communication Barriers are the obstacles arising in the communication process. ‘These barriers may arise at any stage of the communication process, i.c., while the message is developed, transmitted, received or interpreted. Due to these obstacles, what is to he communicated does not get communicated. Thus, the message is not received in its original form. BARRIERS ARISING IN COMMUNICATION PROCESS In the communication process, barriers arise as follows 1. Problems in developing the message. While making or developing the message, some problems arise. Such problems are faced, notably when the communicator lacks the decision-making capacity in the context of the subject matter of the message/information. This situation becomes critical when the communicator is not in a close relationship with the receiver. It also becomes difficult in a situation where there is emotional conflict during the exchange of the message. The communicator finds it difficult to express his views/ideas. If these problems are not resolved, then the natural form of the message/information gets changed or distorted. . Difficulty in expressing ideas. When the communicator cannot choose the right words and phrases or is not adequately experienced in writing’ conveying messages using appropriate language, effective communication is impossible. Many people are not well-versed with the voeabulary and lack the proper knowledge of grammar; and, therefore, are scared of writing/ expressing, the message which creates problems in the communication process, 3. Problemsin transmitting the message. The difficulty in communication also arises due to some semi-physical problems in the mediunvehannel between the sender and receiver, like not having a proper connection of the mode/medium of communication or weak voice or audition, difficulty in reading the written message, ete. In addition, noise creates problems in transmitting the message. Also, when two competitive or rival messages disturb the receiver's attention, and when the content or meaning of the message is unfavourable to the receiver, then again, barriers are created in the communication process. 4. Problems in receiving the message. When the receiver's attention is, disturbed during the transmission of the message because of rival messages, ‘wrong medium/channel, lot of noise, or because of ill-health of the receiver, etc., problems may arise in receiving messages. Sometimes, physical28 SBPD Publishing House problems like short-sight, poor hearing, long-distance, ete., create barriers in the communication process. Although such problems do not act asa natural barrier in communication, they pose the problem of spoiling the receiver's concentration. 5. Problem in interpreting the message. Such difficulty arises when the communication process is in the stage of its completion. Suppose the background of the sender and receiver differs from each other. In that case, their vocabulary and emotional states are also different. Now, most of the parts of the message/information will get lost or distorted. Itis also possible that its original form may also get changed altogether. 6. Differences between sender and receiver. One of the main reasons for unsuccessful or incomplete communication is the difference between the sender and the receiver. Like difference in age/caste/sex/culture/community, ete, These differences make communication more diffieult. For suitable and successful communication, apart from appreciating one another's point of view, an atmosphere of mutual trust and confidence should be established. After discussing the various barriers in the communication process, we shall discuss the various barriers and their nature. These barriers in the organisation affect the managerial working and operations. BARRIERS OF COMMUNICATION Based on nature, we can classify barriers of communication into the following types 1, Semantie/Language Barriers 2. Organisational Barriers 3,Emotional/Perceptional Barriers 4 Physical Barriers 5, Personal Barriers 6. Other Barriers 5% Vice President z t & 56% s & |General Supervisor ao t 3H Se 0% as ce Plant Manager 53 B3 T a ae as é 30% 5 General Foreman < + Final Message Physical 20% Perceptual Distractions Worker Distractions Fig 4.1 : Barriers of Communication-Loss of InformationBarriers to Communication 29 Semantic! Organisational Emotional Physical Personal other Language ‘Barriers Barriers Barriers Barriers Barriers Barriers wrongly ‘© tmmature Evaluation | @ Body Language Broresed {Emotional Approach” | @ Senionty elated Obstacles Message © Communication Spanituae Distrust i) Fear ‘ Solctive Approach {i Proper Medium, Lose Grasping Pow tiv Lack Time ee 1 Useless Distraction (6) Lack of Interest ada Ormiaing @ Problem due ta Subordinate Notions Gh Lack ot interest Use ot (Gb Lack of aeration technical Language © Onptntont « PabseRegulations g sing Time and Distance @ Soden Medhaniea! Organisational Literary Explosion Equipment ‘Structure Halo Effect Overload of Information © Orgaizatonat WealthFinance Related —& SosetaiCultral Paclities Otstades Background # Reputable Relation Diversitestion © Improper (Problem Related to Maintenance of ernment Publiation Communication SGemnmsek Patil Sea 1, Semantic or Language Barriers Semantic refers to the study of words and their meaning. Thus, ‘Semantic’ is the science of meaning. When communication language itself creates some barriers or problems in communication, it is called ‘Semantic barriers’. There is a possibility of change in the original form or meaning of the message due to miscommunication of sender's feelings or confusion created in the message. It ‘means that the message loses its real meaning. Sueh a situation becomes complicated when simple and easy language is not used in transmitting the message. Thus, there remains a state of confusion related to the message Problems related to language are as follows : (@ Wrongly expressed message. The message expressed in meaningless, empty and poorly chosen words and phrases changes its meaning, and thus, there is always the possibility ofits misinterpretation. This situation becomes complicated when apart from an incorrect choice of words, harsh and unpolished words are also used, along with disorderly sentences and unnecessary repetitions (i) Faulty translation. In an organisation, a manager has to act as the sender and receiver of messages. The manager has to exchange messages with his superiors, peers or subordinates as per their level of understanding and perception. Accordingly, he has to translate the message before further forwarding it. Generally, barriers are ereated because of carelessness or errors in translation. Therefore, it is necessary to translate the message into simple, easy and clear words before transmission to reach the receiver in its original form.SBPD Publishing House Unclarified assumptions. Generally, communication is made with the assumption that the receiver is well aware of the background and context of the message, but this assumption is proved to be wrong in most cases. ‘Therefore, the receiver must have prior knowledge of the message's subject matter/scope/field. In the communication process, the receiver should be already clear about the assumptions underlying the message. (iv) Uncleared pre-concepts. Every message practically has some pre- conceived concepts that do not allow the sender to give complete information to the receiver. The sender is under the impression that the receiver already knows or understands them. This creates problems and becomes a barrier to communication. (v)_ Use of technical language. Technical personnel and specifie groups, like doctors, engineers, etc., use specific technical language. Communication ‘through such a technical style creates problems for the receiver who is, ‘unfamiliar with such language. It is not easy for every person to understand ‘communication made in such technical language, creating barriers to proper ‘communication 2. Organisational Barriers Organisational structure, rules, policies, appointments, etc., influence the efficiency of the employees. In a complicated structure of a big organisation and Iengthy communication channels, the communication difficulties at various levels of the organisation make communication doubtful. In most cases, the original form and meaning of the message get distorted by the time it reaches the receiver. Organisational harriers in the communication process are as follows : () Organisational regulatory policies. An organisation has its own rules and regulations, and the services of employees are governed accordingly. ‘These regulations also influence the flow of communication. If the regulations/policies/rules of a business organisation are complicated or strict, then the possibility of obstacles in the flow of communication is likely to be more. As a result, there is a delay in the flow of communication, the possibility of incomplete completion, change in the original form of message, and lack of proper extension of the communication process. (ii) Complicated organisational structure. When there are several different ‘managerial levels in an organisation, then communication of message gets delayed, and the chances of the message getting distorted are more. This, happens in upward communication because people do not like to pass on adverse criticism. Thus, the more complicated the organisational structure (which means managerial levels are more), the more distorted communication chances are. Gi) Organisational facilities. Organisational facilities refer to the availability of communication facilities in an organisation, like writing/audio/video/ translation facilities, facilities to conduct meetings/conferences, and providing complaint boxes, suggestion boxes, open door systems, etc. If these facilities are available, communication will be proper, clear and timely as per the organisation’s needs. The absence of these facilities will ereate barriers to communication. (iv) Regulatory relations. Placing employees in superior and subordinate levels in various departments/sub-departments also blocks the flow ofBarriers to Communication a1 ‘communication because employees get divided at various levels with different objectives and targets. Such division creates barriers in communication as employees are worried about their reputation or get, involved in conflicts. (v) Bad maintenance of communication objects. The objects of communication, like written messages, are not maintained with due care and precaution, whereas these messages may be required as original documents in future. 3. Emotional/Psychological Barriers Emotional or perceptional barriers refer to a person's attitude/pereeption understanding, which is different for different persons. Communication depends on the mental status of both parties, i.., sender and receiver. If any one of them is under mental stress/fear/upset/worried/excited/dominated, neither ean the sender communicate the message correctly, nor ean the receiver perceive the message's proper meaning and accurate form. If emotions overpower the communication, then the message will lose its original form and get distorted by the mental state of the concerned person. Following are the emotional barriers in the communication process (Immature evaluation. In many cases, the receiver prematurely interprets the message according to his/her convenience. Thus, the message gets distorted. Evaluation of the message in haste is harmful for the receiver and also discourages the sender. Gi) Emotional attitude. Many persons, who are highly emotional by nature, lose their mental balance, which may be annoying to their superiors or subordinates. So, the communication becomes distorted. If emotions overpower the sender/receiver, then the message will be interpreted adversely. (iii) Distrust in communication. There are always some superior or subordinate employees in an organisation who are known for their bad temper. Messages communieated by such persons discourage the concerned. employees, and a time comes when the messages communicated by such persons are not taken seriously. Thus, the receiver's distrust of communication spoils the effectiveness of the communication. (iv) Selective attitude. In a business organisation, the selective attitude of persons creates a barrier in the communication of messages. The sender and receiver both should have an open mind for successful communication. Ifa person is narrow-mindedly concerned with only his interest, then the communication process gets adversely affected. Thus, a selective attitude acts as a barrier to communication. (v) Less grasping power. Some persons have less grasping power and, therefore, the message goes on, losing its original meaning at every stage of communication, According to an estimate, 20 per cent of the original message is lost. It is because of various barriers in the communication process before it reaches the receiver. Fisher estimates that an organisation’s original message loses its 30 per cent part to reach from the board of Directors to its Vice-President. Lack of good grasping power, mainly due to carelessness, is also responsible for the continuous loss of communication’s original message.ae SBPD Publishing House Unnecessary mixing and killing of originality. Every employee in an organisation understands the message after observing and evaluating it according to his attitude. When the message passes through various stages, persons go on unnecessary inserting or mixing something due to their vested interest and distort the message's original form and authenticity. 4. Physical Barriers ‘These barriers crop up because of conditions created due to physical situations. ‘They are as follows : (i) Noise, time and distance. In the communication process, noise is a main physical barrier. The heavy noise of machines, tools and other appliances suppress the verbal message and make it ineffective. Time and distance also create barriers in the natural flow of communication. The distance and time interval between sender and receiver is responsible for various distortions in a message. Formal channels take more time in the flow of ‘communication as the message has to cover a long distance and takes more time in reading the receiver. Geographical and climatic conditions of a place also affect the transmission of the message. It blocks the smooth flow of the message, Literary explosion. Today there are many branches of knowledge, and ample literature is available on every subject. Due to such a literary explosion, it is impossible to get complete literature on any subject from any one communication centre. So, literary explosion imposes barriers to the free flow of communication Halo effect. When there are two or more active receivers in a communication process, they express their reactions to the sender's message, which ereates much discussion. In what. way or in what form these receivers perceive the message depends on their mutual trust and understanding, This is known as the ‘Halo effect’. (iv) Wealth/Finance related obstacles. Limited financial resources also create obstacles in the flow of messages in a communication process. It is not possible to get all the written material at the communication centre due to financial constraints. Financial constraints also pose problems before scientists and researchers participating in various seminars, conferences, workshops, ete. Expensive modern techniques also create obstacles in the transmission of messages. 5. Personal Barriers Communication is a process of interpersonal relations. These interpersonal relations are of various intensity and levels between senders and receivers. ‘Their physical gestures, body movements, attitudes, interests ean change the real meaning and form of a message. Moreover, it is natural to have personal conflicts and heart-burning amongst employees regarding posting, positions, posts, and authority in the organisation, influencing and affecting the communication process, These are related to personal values, interests and personalities. Personal barriers in communication may be described as follows (Body language. It has been explained earlier that body language plays a vital role in the communication process. Every activity of body movement, is capable of changing the meaning of a message. For example, making a circle with the help of thumb and forefinger will mean ‘OK’, According to