COMMUNICATION SKILLS

TOPIC 1. INTRODUCTION TO COMMUNICATION

Definitions Of Communication
Communication may be defined as interchange of thought or information between two or more
persons to bring about mutual understanding and desired action.
It is the information exchange by words or symbols. It is the exchange of facts, ideas and viewpoints
which bring about commonness of interest, purpose and efforts.
Peter Little defines communication as, ‘Communication is the process by which information is
transmitted between individuals and/or organizations so that an understanding response result’.
Newman and Summer Jr. state that, ‘Communication is an exchange of facts, ideas, opinions or
emotions by two or more persons’.
According to Keith Davis, ‘The process of passing the information and understanding from one
person to another. It is essentially a bridge of meaning between the people.
Purpose Of Communication
1. For instruction: The communicator transmits with necessary directives and guidance to the next
level, so as to enable them to accomplish his particular tasks. In this, instructions basically flow from
top to the lower level.
2. For integration: It helps in the unification of different management functions.
3. For information: Top management informs policies to the lower level through the middle level. In
turn, the lower level informs the top level the reaction through the middle level.
4. For evaluation: Examination of activities to form an idea or judgement of the worth of task is
achieved through communication. Communication is a tool to appraise the individual or team, their
contribution to the organization.
5. For direction: Communication is necessary to issue directions by the top management or manager
to the lower level. Employee can perform better when he is directed by his senior.
6. For teaching: A complete communication process is required to teach and educate workers about
personal safety on the jobs. This communication helps the workers to avert accidents, risk etc. And
avoid cost, procedures etc.
7. For influencing: A complete communication process is necessary in influencing others or being
influenced.
8. For image building: Through an effective external communication system, an enterprise has to
inform the society about its goals, activities, progress and social responsibility.
9. For employees’ orientation: When a new employee enters into the organization at that time, he or
she will be unknown to the organization programs, policies, culture etc. Communication helps to
make people acquainted with the co-employees, superior and with the policies, objectives, rules and
regulations of the organization.

PRINCIPLES OF EFFECTIVE COMMUNICATION (7 Cs )

1. Clarity
• This is the ability to express your ideas clearly
• The language you use should be simple
• Organize your material/content so that it can be easily followed
• Avoid trying to impress by using long complicated words
• Explain any terms that may be unfamiliar to your audience
• Utter words distinctly so that they are easily recognizable
2. Conciseness
• This is the use of the exact words to express what you mean
• Wide vocabulary range will enable you choose the precise words to suit your purpose
• Facts used should be correct
• Research your subject thoroughly
• Ensure that any authorities quoted are reliable
• Avoid making statements which go beyond the facts and which might be challenged
3. Consideration
• Consideration means that you prepare every message with the recipient in mind and try to put
yourself in his or her place.
• Try to visualize your readers (or listeners)—with their desires, problems, circumstances,
emotions, and probable reactions to your request.
• Then handle the matter from their point of view. This thoughtful consideration is also called
"you-attitude," empathy, the human touch, and understanding of human nature. (It does not
mean, however, that you should overlook the needs of your organization.)
4. Completeness
• Your business message is "complete" when it contains all facts the reader or listener needs for
the reaction you desire.
• Completeness is necessary for several reasons. First, complete messages are more likely to
bring the desired results without the expense of additional messages. Second, they can do a
better job of building goodwill. Third, they can help avert costly lawsuits that may result if
important information is missing.
• Answer all questions asked.
• Give something extra, when desirable.
5. Concreteness
• Communicating concretely means being specific, definite, and vivid rather than vague and
general.
 • Use specific facts and figures.
• Put action in your verbs.
• Choose vivid, image-building words.
6. Courtesy
• Courteous messages help to strengthen present business friendships, as well as make new
friends.
• Courtesy stems from sincere you-
• attitude. It is not merely politeness with mechanical insertions of "please's" and "thank-
you's."
• Be sincerely tactful, thoughtful, and appreciative.
• Omit expressions that irritate, hurt, or belittle.
• Grant and apologize good-naturedly.
7. Correctness
• Give correct facts.
• Send your message at the correct time.
• Send your message in the correct style.
8. Speed:
• eensure a speedy transmission of message.
• The time taken to transmit a message to its destination and speed of the communication
system should be considered on the basis of the urgency of communicating the message.
9. Accuracy
• The communication medium should ensure accuracy in the transmission of messages.
10. Economy:
• The communication system should be as much economical as possible. But efficiency of the
system should not be sacrificed to achieve economy.
11. Secrecy:
• The communication system should ensure secrecy and there should be no leakage of
information. It becomes more essential when messages are of confidential nature.

ROLE OF INFORMATION AND COMMUNICATION TECHNOLOGY (ICT) IN

COMMUNICATION
Information and Communication Technologies (ICT) refers to technologies that provide access to
information through telecommunications. It includes to all communication technologies, including
the internet, wireless networks, cell phones, computers, software, middleware, video-conferencing,
social networking, and other media applications and services enabling users to access, retrieve, store,
transmit, and manipulate information in a digital form.
ICT makes a business more efficient, effective and promptly respond to customers’ needs. ICT can
assist business activities including design, manufacturing, R&D, distribution and sales and feedback.
Benefits of ICT in organizations
1) Improved efficiency
2) Convenient, fast, and easy business communications
3) Cuts across geographical boundaries – reduces costs of travelling
4) Prompt response to customer needs
5) Improved research and development
6) Increased sales through online marketing
Effects of Communication Technology on Business Productivity
1) Business productivity has increased dramatically with mobile communication tools. The mobile
telephone and the mobile PC have freed the business person from the desk and made it possible
to work from anywhere, anytime.
2) With instant messaging, the capabilities of communication have become even more powerful.
3) It builds customer and partner relationships. Clients and business partners get instant access to
the company contacts they need, right when they need them. They do not have to waste time
waiting for the operator or the EPBX system to put them through to the person they need to talk
to.
4) It increases employee productivity since on-the-spot responses means that work gets done faster
and more efficiently, right from your desktop.
5) It increases flexibility and decreases downtime. There is no need to spend time just waiting for
information to be located and transmitted by some other person.
6) Direct access to the needed information means ability to take decisions on the spot. Within the
organisation, rigid and time-consuming procedures of getting information through the
organisational channels can be avoided.
7) Using wireless connectivity gives users more flexibility to work from a variety of locations,
resulting in productivity gains and efficiency savings.
8) With instant messaging it is possible to reply to urgent queries, eliminate the need to make
copies, eliminate travel in many cases. Productivity gains are measured by the amount of
additional time available that is used to perform business tasks.
9) The laptop and other portable computers and the mobile telephone have freed the person from the
office and the desk.
10) Data which might be needed at important meetings at a faraway location can be carried in
compressed form in a mobile telephone, a laptop computer, palmtop computer or pocket
computer. This data can be in the form of text, graphics or voice and sounds.
11) It allows access to the internet, thus making information search possible from any location.
12) Ability to hold one-on-one conferences online and hold "virtual meetings" where others can join
in.
13) Offers opportunity for online marketing and online business transactions. Employees and
customers can discuss sales deals on-the-spot.
14) It has capacity for mass storage of information. All data about the organisation can be located in
one place
15) It enables quick and ready access to information from many sources at any time.
16) Enables social networking through the social media.

Challenges posed by the use of ICT in communication

1) Increase in cyber-crime.
2) Internet fluctuations.
3) High cost of purchasing and installing communication gadgets.
4) Proper usage of ICT needs technical knowledge and skills.
5) Mobile phone and social media have led to spread of fake news, hatred and defation

TOPIC 2. THE COMMUNICATION PROCESS/CYCLE

The process of communication begins when one person (the sender) wants to transmit a fact, idea,
opinion or other information to someone else (the receiver).
The next step is translating or converting the message into a language which reflects the idea. That is
the message must be encoded. The encoding process is influenced by content of the message, the
familiarity of sender and receiver and other situation of factors.
After the message has been encoded, it is transmitted through the appropriate channel or medium.
When the message is received, it is decoded, by the receiver and gives feedback to the sender as the
conformation about the particular message has been carefully understand or not.

ELEMENTS OF COMMUNICATION PROCESS

The process of communication involves the following elements:
1. Sender or transmitter: The person who desires to convey the message is known as sender.
Sender initiates the message and changes the behaviour of the receiver.
2. Message: It is a subject matter of any communication. It may involve any fact, idea, opinion or
information. It must exist in the mind of the sender if communication is to take place.
3. Encoding: The communicator of the information organises his idea into series of symbols (words,
signs, etc.) which, he feels will communicate to the intended receiver or receivers.
4. Communication channel: The sender has to select the channel for sending the information.
Communication channel is the media through which the message passes. It is the link that connects
the sender and the receiver.
5. Receiver: The person who receives the message is called receiver or receiver is the person to
whom the particular message is sent by the transmitter. The communication process is incomplete
without the existence of receiver of the message. It is a receiver who receives and tries to understand
the message.
6. Decoding: Decoding is the process of interpretation of an encoded message into the
understandable meaning. Decoding helps the receiver to drive meaning from the message.
7. Feedback: Communication is an exchange process. For the exchange to be complete the
information must go back to whom from where it started (or sender), so that he can know the
reaction of the receiver. The reaction or response of the receiver is known as feedback.
8. Brain drain: On whole process there is a possibility of misunderstandings at any level and is
called brain drain. It may arise on sender side if they do not choose the adequate medium for delivery
of message, by using default channel and it may also arise when receiver does not properly decode
the message. In other words, we can say that it is breakdown of cycle at any level.

BARRIERS OF COMMUNICATION
1. Wrong Choice of Medium
Each communication must be transmitted through an appropriate medium. An unsuitable medium is
one of the biggest barriers to communication.
2. Physical Barriers
• Noise—In factory, oral communication is rendered difficult by the loud noise of machines.
• Electronic noise interferes in communication by telephone or loud speaker system.
• The word noise is also used to refer to all kind of physical interference like illegible hand writing,
bad photo-copies etc.
• Time and distance.
— Congestion in telephone and network facilities.
— People working in different shifts.
— Faulty seating arrangement in a hall.
3. Semantic Barriers
• Interpretation of words - A person interprets same word in a different meaning and this will cause
barrier between the communications.
4. Socio-Psychological Barriers
• Attitude and opinions: The information which agrees with opinion and attribute of the individual
is favourable for that particular individual.
• Emotions: It plays an important role in the act of communication. If the sender is perplexed,
worried, excited, afraid, nervous then he will not be able to organize his message properly.
• Closed Mind: A person with a closed mind is very difficult to communicate with. We hold our
opinion so rigidly that we just refuse to listen.
• Status-consciousness: We are over-conscious of our lower or higher rank and do not express
ourselves candidly.
• The source of information: We react according to the trust we repose in the source from which the
communication originates.
• Faulty transmission: Most of part in the message is lost in transmission. (In oral communication,
something in the order of 30% of the information is lost in each transmission.)
Poor retention: Oral message in particular are lost due to poor human retention ability.
(Employees retain only about 50%)
4.Jumping to conclusions
We often see what we want to see and therefore hear what we expect to hear rather than what is
actually there.
Listening attentively to a speaker without interruptions can be useful in overcoming this barrier.
There are various ways in which language can be a barrier, such as:

• Mother-tongue interference

• Similar words with different meaning

• Speaking too fast or too slow

• Pronunciation

• Stammering

• Technical terminology

• Accents

These barriers can be overcome by: use of interpreters, practice speaking, moderate pace, simple
language, common language, etc.
5.Lack of knowledge
It is difficult to communicate effectively with someone whose level of knowledge of a particular
subject or discussion is considerably less than yours.
6.Organisational Barriers
Editing and filtering: A great deal of loss of information occurs as a message moves from senior
management to lower levels. Each person through whom it passes edits it, filters it, and simplifies it
for the understanding and needs of the next person who is to receive it. Loss or distortion of
information as it moves downward may be caused by misinterpretation, lack of understanding, and
neglect of messages by some of the members of the organization.
Deliberate withholding of information from peers who are perceived as rivals becomes a barrier in
horizontal communication. A common barrier to horizontal communication is organizational politics;
one manager may withhold information from another since possession of information usually has
benefits and advantages.
Over-dependence on written communication: Too much dependence on written communication is
one of the reasons for communication gaps. Circulars, bulletins, notices and even letters are not
always read carefully. Many employees are unable to read and understand long messages.
7.Cultural Barriers
These are the behaviors that the group accepts as signs of belonging. The group rewards such
behavior through acts of recognition, approval, and inclusion.
8.Gender Barriers
There are distinct differences between the speech patterns in a man and those in a woman which may
create misunderstanding between genders. Global studies suggest that a woman speaks between
22,000 and 25,000 words a day whereas a man speaks between 7,000 and 10,000. In childhood, girls
speak earlier than boys and at the age of three, have a vocabulary twice that of boys. The reason for
this lies in the wiring of a man's and woman's brains. When a man talks, his speech is located in the
left side of the brain but in no specific area. When a woman talks, the speech is located in both
hemispheres and in two specific locations. Scientifically speaking, a man talks in a linear, logical and
compartmentalized way, which are the features of left-brain thinking; whereas a woman talks more
freely, mixing logic and emotion, features of both sides of the brain. It also explains why women talk
for much longer than men each day.
9. Poor Communication Skills:
Lack of skill in writing and in speaking prevents a person from framing the message properly. Oral
communication can be handicapped by a number of problems; nervousness in facing an audience
may affect a person's clarity in speaking. Even excitement about an achievement or a new idea may
make a person's speech incoherent. Lack of skill in reading and in listening is also common.
OVERCOMING BARRIERS
1) Persons in positions of authority, as well as subordinates, can be helped to overcome these
barriers by training in effective communication.
2) Periodical review and reorganization of communication networks is also needed to ensure that
information reaches people in time.
3) You have to cultivate all the communication skills including getting feedback and non-verbal
communication.
4) Semantic and language barriers can be overcome only by being careful with the use of language,
and by using words which have clear meaning, by using short and simple sentences, and also by
using visual aid whenever possible.
5) Whenever possible, feedback must be got and given to ensure that there is common
understanding of a message.
6) Personal barriers can be overcome only "by making a conscious effort, and by training for better
communication.
7) To reduce cultural barriers, it is better not to assume similarity with those from other cultures
until, you are sure. It is safer to assume difference till you are sure of similarity.
ETHICAL ISSUES IN COMMUNICATION
1) Seek to “elicit the best” in communications and interactions with other group members.
2) Listen when others speak.
3) Speak non-judgmentally.
4) Speak from your own experience and perspective, expressing your own thoughts, needs, and
feelings.
5) Seek to understand others (rather than to be “right” or “more ethical than thou”).
6) Avoid speaking for others, for example by characterizing what others have said without checking
your understanding, or by universalizing your opinions, beliefs, values, and conclusions,
assuming everyone shares them.
7) Manage your own personal boundaries: share only what you are comfortable sharing.
8) Respect the personal boundaries of others.
9) Avoid interrupting and side conversations.
10) Make sure that everyone has time to speak, that all members have relatively equal “air time” if
they want it.
TOPIC 3. CLASSIFICATION OF COMMUNICATION
1) INTERNAL COMMUNICATION
Internal communication is the transmission of information within an organization. Internal
communication is a lifeline of a business. It occurs between an employer and an employee.
It is communication among employees. Internal communication is the sharing of the information,
knowledge, ideas, and beliefs between the members of the company.
Internal communication can be formal or informal. It depends upon the persons to which we are
communicating. We use informal or not so formal language with our colleagues. The language used
while communicating the head of the company is formal.
How To Make Effective Internal Communication?
Effective internal communication must have the following.
a) The open and clear reason for communication.
b) Understanding the need of the audience.
c) Consistent and regular communication.
d) Clear, jargon-free, to the point, and brief language.
e) Two-way communication.
f) Good use of vocabulary.
Advantages of Internal Communication
a) It increases productivity.
b) Effective and responsive customer service.
c) Easy attainment of goals.
d) Reduce day-to-day conflict between team members.
e) Enable fast response.
f) Enable fast decision making.
g) Helps in motivating the employees.
Types Internal Communication
a) Group meetings.
b) Company blogs.
c) Employee training within an organization.
d) Personal meetings.
e) Telephonic conversation between employees.
f) Inquiry of employee.
g) E-mails within an organization.
h) Staff communication.
Disadvantages of internal communication
a) Conflict - Conflict can result in tension and disruption of operations.
b) Waste of Time - Employees can spend the whole day exchanging office gossip or rumor
mongering.
c) Performance Reviews - employees may fear disciplinary actions or warnings.Company
newsletter.
2. EXTERNAL COMMUNICATION
External communication is the transmission of information between two organizations. It also occurs
between a business and another person in the exterior to the company.
These persons can be clients, dealers, customers, government officials or authorities etc. A
customer’s feedback is also external communication. An organization invests a lot of time and
money to improve their image through external communication.
How to make Effective External Communication
a) Clear ideas, thoughts, and statement or the reason for communication.
b) It must be two-way communication.
c) Clear, error-free, formal, jargon-free, and easy language.
d) Understanding the need of the audience.
e) Proper choice of words for communication.
advantages of External Communication
a) It presents a favorable image of an organization.
b) It provides information about products and services to customers.
c) Advertise the organization.
d) Promote an organization
e) Reduces the risks of mistakes.
Types of External Communication
a) Advertisement of an organization.
b) Response to a customer.
c) Press conference.
d) Annual reports and letters.
e) Print media.
f) Face to face meeting of two organization heads.
g) Tender documents.
h) Brochures.
i) Feedbacks.
j) Questionnaire.

3. INTRAPERSONAL COMMUNICATION
Intrapersonal communication is the communication that occurs within your own mind. Intrapersonal
communication occurs, when you evaluate or examine the interaction that occurs between yourself
and others, but it is not limited to such situations.
This form of communication occurs before and during other forms of communication as well. For
instance, you might argue with yourself during a conversation in which someone asks you to do
something you don’t really want to do: Before you accept or decline, you mull over the alternatives
in your mind.
Intrapersonal communication also includes such activities as solving problems internally, resolving
internal conflict, planning for the future, and evaluating yourself and your relationships with others.
Some of skills highly intrapersonal people have are:
a) Self-Concept: Self-concept ascertains the way an individual takes himself/herself, oriented
towards others. The three factors in self-concept are: Belief, Value, Attitude
b) Perception: It is what the mind receives and grasp from the outside world.
c) Expectation: An individual’s future-oriented projection, that something might happen.
d) Visualization- This is the ability to see things in the mind, how they are meant to be or how
you plan them.
e) Recognize Negativity
f) Empathy
g) Decision Making
Advantages of Intrapersonal Communication
a) Self-awareness- It allows the person to be aware of every aspect of their own personality
b) Self-confidence- A self-aware state makes one secure and increases confidence.
c) Self-management- The fact that one is conscious of the indwelling strengths and
shortcomings, it equips him to manage his daily affairs efficiently using his strengths to the
maximum which in turn compensates for his weaknesses.
d) Self-motivation- The absolute knowledge of what one wants out of life will enable the
person to strive to achieve those aims and goal while continuously motivating themselves.
e) Focused-The qualities of self-motivation and self-management will help develop deeper
concentration and direct his focus towards the task at hand.
f) Independence-Self-awareness allows the person to be independent.
g) Adaptability-The person is highly adaptable to his surroundings as the knowledge of his own
qualities allows him to confidently and calmly take decisions and change his approach
accordingly in response to situational stimuli.
Disadvantages of Intrapersonal Communication
a) Introverted- Since the person prefers working alone, he is perceived as shy or anti-social by
others.
b) Wrong assumptions-Since there is absence of a feedback, that is, the conversation is in a
one-way flow, it could lead to the development of misconceptions and faulty assumptions.
c) Incorrect decisions-Prejudices formed based on wrong assumptions made by an individual
could lead to incorrect choices or decisions.
 d) Categorical thinking-There is a possibility of an individual categorizing and viewing certain
individuals or events with a biased opinion causing one’s thought pattern to be one-tracked
and lopsided.
e) Over-thinking- Over analysis of situations and prolonged thinking about them will lead to
the imagination of unrealistic and unnecessary scenarios, and in extreme cases, may even
lead to self-doubt.
f) Arrogance- Due to an independent nature and specific approach towards an issue, one may
be incorrectly perceived as being arrogant. This is further reinforced by one’s tendency to pay
attention to every minute detail.
4. INTERPERSONAL COMMUNICATIONS
Interpersonal communication is the process of using messages to generate meaning between at least
two people in a situation that allows mutual opportunities for both speaking and listening.
Like intrapersonal communication, interpersonal communication occurs for a variety of reasons: to
solve problems, to resolve conflicts, to share information, to improve perceptions of oneself, or to
fulfil social needs, such as the need to belong or to be loved.
Through our interpersonal communication, we are able to establish relationships with others that
include friendships and romantic relationships
Interpersonal skills include
a) Team work
b) Listening
c) Positive attitude
d) Negotiation
e) Leadership
f) Empathy
g) Conflict management
h) Problem solving
Advantages of interpersonal skills

a) work more effectively as part of a team.

b) get our point across effectively.
c) form and maintain social bonds.
d) relate to the situations of others.
e) negotiate with others.
f) apologize.
g) reconcile differences.
h) influence others successfully.

5. FORMAL COMMUNICATION
Formal: Formal communication flows along prescribed channels which all members desirous of
communicating with one another are obliged to follow.
Advantages
1) It passes through line and authority and consequently ensures the maintenance of authority as
well as accountability of the executives’ in-charge.
2) It helps to develop intimate relations between immediate boss and his subordinates.
3) It keeps uniformity in the dissemination of information.
4) It flows systematically and the information is trustworthy.
5) Source of information is known which creates harmony amongst the employees.
Disadvantages
1) Increases the workload of various managers as communication is to be transmitted through them.
2) Widens the communication gap between the executives and employees at the lower level.
3) It is time consuming because it follows the scalar chain of authority.
4) The communication flows from one authority level to another and it takes too much time.
6. GRAPEVINE/INFORMAL COMMUNICATION
Along with the formal channel of communication every organization has an equally effective
channel of communication that is the informal channel often called grapevine, because it runs in all
directions—Horizontal, Vertical, Diagonal. It flows around water cooler, down hallways, through
lunch rooms and wherever people get together in groups.
Factor responsible for the grapevine phenomenon
1) Feeling of certainty or lack of direction when the organization is passing through a difficult
period.
2) Feeling of inadequacy or lack of self confidence on the part of employee, leading to the
formation of gaps.
3) Formation of a clique or favoured group by the managers, giving other employees a feeling of
insecurity or isolation.
Forms of grapevine communication
1. Single chain: In this type of chain ‘A’ tells something to ‘B’ who tells it to ‘C’ and so on it goes
down the line. This type of communication flows from one person to another person through
single chain or communication flows one by one. When ‘A’ tells something to ‘B’ who tells it to
‘C’ and so on. One interesting fact comes out from this type of communication that when one
person passes certain information to other and they treat the message as confidential or secret
which further communicated by another with same feeling of confidentiality and secrecy.
2. Star chain: In this type of chain person speaks out and tells everyone the information he/ she
has obtained. This chain is often used when information or a message regarding an interesting
but non-job-related nature is being conveyed. Sometimes it also called gossip chain.
3. Cluster chain: In this type of chain ‘A’ tells something to a few selected individuals who again
inform a few selected individuals. And the information flows in similar manner to other
individual.
4. Probability chain: The probability chain is a random process in which a transmission of the
information to other in accordance with the laws of probability and then these tell still others in a
similar manner. The chain may also be called random.
Benefits of grapevine
1) Under grapevine message travel or transmitted faster than any other form of communication
because group formation is based on individual’s own liking and disliking.
2) It supports other channels of communication.
3) Feedbacks are quickly coming out from this type of communication.
4) When an individual communicates with other individual through grapevine it will develop the
cohesiveness and maintain or promote harmony between members of group.
5) By using grapevine communication, employees feel emotional relief. Because they can
communicate with other without the feeling of inadequacy and without threat of higher
authority.
Problems
1) There is a great possibility of distortion of message between members of group.
2) Transmission of message depends upon willingness of sender and what method they used in
grapevine which causes sometimes transmission of incomplete information.
How to make effective
1) The managers should try to spot the leaders. So, the harmful rumours do not reach the
employees.
2) Involve the workers in the decision-making process.
3) The management should immediately use the official channels to contradict the rumours.

TOPIC 4. CHANNELS OF COMMUNICATION

a) Downward communication
When the communication flows from higher level to lower level, it is called downward
communication.
Benefits
1) Helps to explain to subordinates the organizational plans, policies program and procedures, work
methodology etc. necessary information for performing the job.
2) Helps to convey to the subordinates the expectations of management from them.
3) Acts as a mean to control the activities of the subordinates with active feedback.
4) Provides motivation to the subordinates.

Problems
1) Sometimes the message may be distorted in the transmission from one level to another level
2) If a particular authority is not present on the time of passing information it may leads to delay in
transmission of the message.
3) Sometimes when the workload is unevenly distributed among the employees it creates overload
or unload of work which causes dissatisfaction among the employees
How to make effective
1) Managers should be adequately informed.
2) Managers should be clear about how much to communicate.
3) Some authority should delegate to lower levels to shorten the line of communication.
4) Information should be passed on to the correct person.

b) Upward communication
This communication flows the message from subordinates to superiors. It is reverse of the downward
communication or communication flows from lower level to upper level.
Benefits
1) Provides feedback to the superiors.
2) Introduction of new schemes without unduly opposition from the employees.
3) Helps in to promote harmony between the management and the employees.
4) Problems and grievances are redressed.
Problems
1) Employees fear that their criticism may be interpreted as a sign of their personal weakness.
2) Bypassed superiors feel insulted which leads differences between the relationship of the superiors
and employees.
3) Great possibility of message distortion.
c) Horizontal/Lateral communication
This communication flows between persons at the same hierarchy level either of the same or other
department or division of the organization.
Benefits
1) It develops mutual trust and confidence amongst employees of same level which help in
maintaining or promote understanding between similar position holders of different departments.
2) If employees at similar position communicate to each other for a given task it will create or
develop the feeling of co-ordination among various departments.
Problems
1) Sometimes it creates rivalry among employees of various departments.
2) Proximity shows the liking and disliking of an employee who is near by another in respect of
space.
3) Biasing shows the liking and disliking of an employee due to religion, caste, family background,
personality

TOPIC 5. FORMS OF COMMUNICATION

1. ORAL/VERBAL COMMUNICATION
Oral communication is the communication where the message or information exchanges by spoken
words. It can be done by both face to face and also through mechanical devices. It includes face to
face conversation, conversation over the telephone, mobiles, radio broadcasts, interviews, group
discussions, meetings, conferences and seminars, announcement over the public address system, speeches
Types of oral/verbal communication

a) Discussions
b) Lectures
c) Meetings
d) telephone conversations
e) face to face
f) Interviews
g) Speeches
h) Presentations

Advantages of oral communication

a) Speed, It is quite fast- there is no time lag between the transmission and reception of massage
b) Used by literate and illiterate people
c) Instant feedback
d) Reliability
e) One can seek clarification
f) It is flexible
g) Speaker is able to get personal attention of the listener:
h) It saves time: Where action is required to be taken immediately, it is advisable to
communicate orally.
i) It saves money: At one time you can communicate with more then one person
j) Supplemented by non-verbal clues: The person receiving oral communication can combine it
with the expressions and other non-verbal clues around the speaker, the message can be better
understood.
k) It is extremely useful while communicating with groups at meetings, assemblies,

Limitations of Oral Communication

a) No evidence: There is no documentary proof of oral communication and as such the impact
of oral communication is purely temporary.
b) The lengthy messages are not suitable for such type of communication, because of poor
retention power of human being.
c) Expensive and time consuming when the communicator and receiver are far removed from
each other
d) Not appropriate when the matter is controversial.
e) Serious deliberation is not possible: A serious thought is not possible on the subject because
the receiver has to take an immediate decision in response to the communication received.
f) More prone to physical noise: An oral message has more probability of getting distorted
because of physical noise of speech, somebody interfering in between, and likewise.
 g) Oral massages do not have any legal validity unless they are taped and made a part of
permanent record.

2. NON-VERBAL COMMUNICATIONS
Verbal communication refers to the communication which occurs with the help of words. A verbal
contact, therefore, suggests an oral contact and verbal evidence denotes oral evidence.
Non-verbal communication refers to the type of communication that does not use words. Non-verbal
communication is closely associated with the power of observation. The receiver of the
communication should be in a position to see, hear and even feel the communicator.
The receiver of the communication should be in a position to clearly see the face, the gesture, the
tone, the dress, the appearance and also hear the voice of the communicator. Since it is through
observation, non-verbal communication may be both intended and unintended.

Importance of Non-verbal Communication

a) For conveying ideas related to geography, maps, charts, graphs etc. At a glance, the receiver
can understand the matter, because non-verbal methods can present a large amount of data in
a compact form.
b) For traffic signs and signals, non-verbal communication is absolutely essential because there
must be instant response from the drivers or pedestrians.
c) Every human being normally responds quickly to colours, pictures or sounds than to any
language.
d) The only method to convey illiterate people through non-verbal symbols.

Types of non-verbal communication

a) Body language
b) Written language
c) Sign language
d) Facial expressions
e) Gesture
f) Braille
g) Finger spelling
h) Dress and appearance
i) Eye contact
j) Facial expressions
k) Body movement and gestures
l) Head movements
m) Body direction
n) Silence
o) Space
p) Voice
 3. WRITTEN COMMUNICATION
The process of communication involves sending message by written words. Written communication
covers all kinds of subject matter like notices, memorandums, reports, financial statements, business
letters etc.
This type of communication simply means a process of reducing message into writing which is
extensively used in organizations. Formal communication, must always be in writing such as rules,
orders, manuals, policy matter etc.

Advantages of writing
a) Future references: The limitation of human mind and poor retention power cannot be
overlooked.
b) Avoiding mistakes: In transmitting messages, earlier records help in reducing mistakes and
errors
c) Legal requirements: Written communication is acceptable as a legal document.
d) Wide access: Communication media having become very fast, written communication enjoy
a wide access
e) Effective decision-making: Old documents help effective decision-making in a great way.
Limitations of writing
a) Time consuming
b) Expensive not in terms of postage but of the time of so many people
c) Quick clarification not possible

4. VISUAL, AND AUDIO-VISUALCOMMUNICATION COMMUNICATION

Visual communication aids
It includes pictures, posters, graphs, diagrams, charts and billboards etc. Organization makes
extensive use of pictures such a blue prints progress charts, maps, visual aids in training
programmes, scale models of products and similar devices.
The use of such means of communication is increasing in training and education as well as in
organisational communication.
Pictures can provide powerful visual images as suggested by the proverb "A picture is worth a
thousand words". In fact, many companies have designed their advertisement copies in which only
pictures are used; however, pictures should be combined with well-chosen words and action to tell
the complete message.
Audio-visual communication aids
Audio-visual communication involves use of telecast films on the cinema, slides on a projector
screen, computer, television and video.
It is the latest medium of communication. It is a combination of sight and sound. Audio-visual
communication is suitable for publicity, mass propaganda and mass education.
Large business firms frequently make use of this technique to educate their workers and to
popularise their products. The working of a new product can be effectively demonstrated through
audio visuals. Audio communication is suitable mostly tor mass publicity and mass educations.
advantages of audio, visual and audio-visual communication aids
a) Ability to record information for future reference
b) The computer and internet have enhanced search, processing and storage of information and
generally enhanced speed and efficiency in communication.
c) Audio visual communication tends to have longer memorability due to use of multiple
channels which makes it suitable for teaching, learning and advertisement.
d) The internet services through mobile phone and computer have improved social networking
through Facebook, What’s up, and Twitter.
e) Faster feedback due to speed in communication such as mobile phone.
f) Audio, visual and audio-visual communication is a source of entertainment, through music,
video pictures, and social chat with friends on Facebook, Twitter and Whatsapp.
Limitations Of Visual And Audio Visual
a) The mobile phone has enhanced coordination of crime
b) The initial cost of buying and installing such communication devices and the operating cost is
generally high
c) Communication process may be hindered due to failure in network reception such as in
internet, radio and television.
d) Illiteracy may hinder the use of communication gadgets since it need a good operating
knowledge such the use of computer.
e) The use of audio-visual communication has reduced the need for face-to-face interaction.
f) There is a possibility of information leak when someone taps your communication.
g) Graphs, charts and posters take time to construct.
h) Lack of feedback in the use of mass media such as radio and television.
i) The recipient must have communication gadget with compatible features as the sender to be
able to receive the message.
j) Breakdown of communication gadgets; computers, cameras, slide projectors, video and radio
gadget may break down when they are needed for use.
k) Lack of electric power may hinder use of electronic communication gadgets such as
computers, projectors, slide projectors and television.