Communication Skills

Communication is the act of conveying meanings from one entity or group to another through
the use of mutually understood signs, symbols, and semiotic rules. It is fundamental and
significant to human’s existence and survival in the society or any organization.
Through the use of word and actions, humans can express their thoughts in suitable manner
but communication is not restricted to spoken words, but also includes physical attributes,
outer appearance, your style of walking and presenting yourself. Walking, sleeping, playing,
sitting, all these activities are considered as communication because a message is being
formulated and transmitted. A simple image without words can also communicate the
message non-verbally.
Semiotics is the study of sign process, which is any form of activity, conduct, or any process
that involves signs, including the production of meaning. Without the use of any word in the
image, a message can be generated and transmitted to the audience. Sign becomes a message
complete in itself which does not need any word to make its message clear.
The mixture of both verbal and non-verbal communication can help in making the meaning
effective and efficient. For example- If there is a poster with a No Smoking sign on it, along
with a catchy slogan, the message will be more impactful and attractive to the audience.

Meaning:

• The English word ‘communication’ is derived from the Latin word ‘communis’,
which means common. The term communication refers to the sharing of ideas in common. In
other words, it is the transmission and interaction of facts, ideas, opinions, feelings, or
attitudes. Communication is the essence of management. The basic function of management
(planning, organizing, staffing, directing, and controlling) cannot be performed well without
effective communication.
• In short, Communication is the process of passing ideas, views, facts, information,
and understanding from one person to another. This process is necessary for making the
subordinates understand what the management expects from them.
• Communication cannot take place without two parties – the receiver and the sender.
The information which is sent by the sender must be understandable to the receiver. It is an
amalgamation (mixture) of symbols, gestures and illustrations that accompany either the
spoken or the written word.
• It is a two-way process in which there is an exchange and progression of ideas
towards a mutually accepted direction or goal. Communication is a continuous process,
which moves in a circular motion; as the message sent by the sender is reverted back with a
feedback from the receiver and so on.
Definition:
Following are some of the important definitions of communication:

Communication may be defined as “the transfer of information and understanding from one
person to another.”
According to Koontz and O’Donnel, Communication may be understood “as the exchange of
information at least between two persons to create an understanding in the mind of the other,
whether or not it gives rise to conflict.”
Newman and Summer- “Communication is an exchange of facts, ideas, opinions or
emotions by two or more persons.”

“Communication is the sum of all things a person does when he wants to create an-
understanding in the mind of another.” – Louis A. Allen

“It is the process of passing information and understanding from one person to another. It is
essentially a bridge of meaning between people. By using this bridge of meaning, a person
can safely cross the river of misunderstanding that separates all the people.” – Keith Davis

Attributes of Communication
The characteristics of communication are as follows:
(i) At least two persons – Communication involves at least two persons—the sender and the
receiver. The sender sends the message and the receiver receives the message. There is an
exchange of information between two or more persons.
(ii) Two-way process – Communication is essentially a two-way process. It does not merely
mean sending and receiving messages. It is not complete unless and until the message has
been understood by the receiver in the same sense.
(iii) Form of communication – Communication may take several forms, e.g., order,
instruction, report, queries, etc. It may be verbal or written. It may be formal or informal.
(iv) Scope – Communication is present in all human relationships. It is essential in all types
of organizations and at all levels of management. It has a very wide scope.
(v) Dynamic process – Communication is influenced by the mood and thinking of the sender
and receiver. It keeps on changing depending upon the Level of understanding of the sender
and receiver.
(vi) Goal-oriented – Communication is goal-oriented and is effective only when there is a
congruence of goals of the sender and the receiver.
(vii) Interdisciplinary – Communication derives knowledge from several sciences like
anthropology (the study of body language), sociology (the study of human behavior),
psychology (the study of a human), etc. The linking between these sciences makes
communication effective.
(viii) Interpersonal relations – The main purpose of communication is to influence the human
behavior which creates interpersonal relations.
(ix) Circular process – There is a circular flow of information in the communication process.
After the feedback, the receiver of the original message is required to transmit another
message. The response indicates the success of the communication.
 Role of Communication
Communication is a vital part of society. It plays a lot of roles, and it is essential for survival.
People use it to encourage, share ideas, connect, inform, and more. Without communication,
there will be a misunderstanding. The following are the vital roles of communication in all
aspects of a business.
It is a Foundation of Decision Making
Decision making is the process of choosing, selecting, or deciding on a thing that needs to
happen. Communication is a way of expressing their ideas to proposed projects or making
solutions to problems. Proper communication provides information to the person that is
useful for decision making. No decisions could be taken in the absence of information. Thus,
communication is the basis for taking the right decisions.
Promotes Productivity

Nonstop productivity is essential in having the best services or products. Without

communication, the business won’t be productive. The goal to be productive serves as an
inspiration for employees to strive more and become better. It enables them to enhance
their cognitive skills and come up with magnificent ideas to make them better. Through
communicating their ideas of improvement, they can come up with the best ways to become
more productive.
Enables Coordination between Employees
Communication should take place when promoting organization and cooperation. When there
is no communication, the business can become messy. Through communication, employees
will connect and build a strong bond. And when they are close, they would be more open to
communicating their thoughts, the same way as taking comments and suggestions
constructively. This leads to less friction and thus leads to increased effectiveness and
efficiency.
Brings a Positive Atmosphere
Being stressed with work is nothing if the atmosphere is friendly and accommodating. It is
easier to deal with stressful work if you have a support system like online collaboration
tools you can connect with. It is giving a feeling of a work-friendly environment that
stimulates your body to do your best at work. It also assures you that when problems arise,
you have your team who will be there for you, which makes you feel okay.
It Keeps Misunderstanding Away
Having misunderstanding and conflict often happens because of miscommunication. If there
is a miscommunication, there is a chance for the employees to have a conflict with each
other. That is why it is important to develop their communication skills because conflict often
leads to unpleasant events that can affect the business. If employees do not work well with
each other, they are more likely to degrade their co-workers, which is bad for the image of
the business.

Communication Will Keep Your Employees

If there is communication in your business, there will be a lesser turnover. Most employees
leave a company because of a lack of communication. If there is no communication, they are
discouraged from working, which affects their productivity. An efficient system of
communication enables the management to motivate, to influence and to satisfy the
subordinates, which in turn boosts their morale and keeps them motivated.
It Connects You With Your Customers
Without excellent communication skills, you will not win customers, which will make your
business fail. Customers are vital factors in your business. If you lack the communication
skills to connect with them, your business is more likely to fail. Therefore, to have a
successful business, you should communicate well with your customers. They should be able
to understand your services and products wherein they should not be confused.
It Invites Customers
If your business has creative ways of communicating, you will be able to draw customers to
your business. Communication is the number one step to connect with your customers. It
feels like they are wanted and needed. With superb ways of communicating with them, you
can have loyal customers who will stay with you and make your business a success.

Importance Of Communication
Communication is to an organisation what the nervous system is to the human body.
Effective Communication will lead to the smooth working of any organisation. The following
points illustrate the importance of Communication in Business
A. Connection
Connection is the most important factor between sender and receiver. Without connection, no
one can build any relationship with others. And most importantly, communication helps one
to connect with others.
B. The Basis of Coordination
The manager explains the organizational goals, achievement, interpersonal relationships and
organizational goals to the employees. This provides coordination between departments and
employees.

C. Fluent Working
A manager coordinates the physical elements and the human of an organization to run it
efficiently. This coordination is impossible without proper communication.
D. Increase In Size
To handle a large scale of operation in business firm, effective communication has been
largely felt.
E. Growing Specialization
An increase in departments has headed to the requirement of specialization inside the
organization. Sound communication is essential for ensuring mutual understanding between
different departments for the smooth functioning of the organization.
F. Competition
Due to globalization and liberalization, intense competition has resulted between public,
private, and foreign banks. Now communicating through the newspaper, mass media, social
media and advertisements etc. has become the most important survival factor in the rat race.
G. Decision Making
Proper communication provides information that is necessary for decision making for the
managers. The decision shouldn’t be taken in the absence of information. So, communication
is the basis for making the correct decisions.

H. Trade Union Movement

Basically, trade unions are very powerful and strong. Consulting and regular exchange of
information helps to maintain a healthy relationship between them.
I. Human Relations
To develop confidence and mutual trust, it is important for both employees and management
to communicate with each other. In the management process, the participation of employees
has bought in a sense of belonging and loyalty towards the organization.
J. Public Relations
Every organization wants to keep its stakeholders, government, customers and the other
section of the society informed about its products and contribution to the society. It helps to
build goodwill for the organization.
K. Personal
Good communication skills are required for every successful job. The ability to communicate
in an effective manner is equally important for promotion in a career. A manager should be a
good public speaker and every employee should have the proper sense of communication to
maintain their interpersonal relationships.

L. Interpersonal relationships
Communication is the key to sharing a good relationship with your family members. Through
Communication, family members share their sorrow, happiness, thoughts and stories. It helps
you to share a good relationship with your family.
To add, communication plays a crucial role because it leads to:
- Smooth Working of a Business Firm
- Basis of Managerial Function
- Maximum Production and Minimum Cost
- Prompt Decision and its Implementation
- Building Human Relations - Job Satisfaction and Good Morale

- Avoids Illusion
 Verbal and Nonverbal Communication
Communication may be divided into two areas – verbal and non-verbal communication.

Verbal Communication
Verbal communication, or communication through words, provides the opportunity for
personal contact and two-way flow of information. A large part of our communication,
whether at work or outside, is verbal in nature. Verbal communication in turn, may be
divided into two areas – oral and written communication.

A. Oral communication may be defined as a process whereby a speaker interacts verbally

with one or more listeners, in order to influence the latter‘s behavior in some way or the
other. Oral communication in a business context can take the form of meetings, presentations,
one-to-one meetings, performance reviews and so on.
B. Written communication is a process whereby a writer interacts verbally with a receiver,
in order to influence the latter‘s behavior. Written communication at the workplace can take
several forms such as letters, memos, circulars, notices, reports and email.
There are also other four types of verbal communication, which are listed below:
A. Public Communication: The public communication is defined as the communication of a
person with the public. It involves a massive assembly of people. For example, the Prime
Minister addressing the public about the multiple developing projects; Other examples
include elections, campaigns, public speeches, etc.
B. Small-Group Communication: The small group communication is defined as
communication within two or more people. The number of people participating in such
communication is enough to have a good interaction with each other; For example, school
meetings, board meetings, press conferences, office meetings, team meetings, family
gatherings, etc.
C. Intrapersonal Communication: Intrapersonal communication is communication within
us. It is also called as internal communication. It includes self-thinking, analysis, thoughts,
assessments, etc. associated with the inner state of mind. The person's internal thoughts or
feelings play a vital role in intrapersonal communication. It also includes various activities,
such as solo speaking, solo writing, solo dancing, concentration, and self-awareness.
D. Interpersonal Communication: Interpersonal communication is the communication
between us and others over the channel. The communication can be online, face-to-face,
video conference on mobile, etc. Interpersonal skills are essential, whether we are a manager,
employee, or looking for work. Such skills are also known as soft skills that determine how
well a person can communicate, behave, and relate to others.
Important points to remember:
* Avoid Words with Multiple Meanings: Words sometimes tend to have different
meanings in different cultures. Therefore, when communicating verbally, it is important to
use words that are precise, unambiguous and have a single accepted meaning.
* Ensure Clarity through Highly Specific Statements: Instead of describing an object
or idea in general terms or in abstract language, use highly specific language to avoid a
variety of interpretations.
* Avoid overuse of Jargon: Jargon refers to technical terms or specialized vocabulary.
Every profession has its own jargon which only experts in that field can understand. For
example, IT experts use terms like ―computer architecture, which the layperson may not
understand. The use of jargon depends on the audience with whom you are communicating.
A certain amount of jargon may be permissible when writing a technical report, but should be
avoided when communicating with a general audience, since the terms may not be
understood. Above all, never use jargon just to impress your audience.
* Avoid Biased Language and Offensive Words: Language has the power to arouse
negative feelings, if it is not used with care. This can happen when the words used seem to be
objective, but actually contain an intentional or unintentional bias. For example, referring to a
co-worker as “wishy washy” if he is not quick in making a decision, could lead to
misunderstanding and conflict. Similarly, certain words may have a “sexist” connotation and
be taken in an offensive way – for example, referring to a lady receptionist as “that female”.

Non-verbal Communication
Non-verbal communication, on the other hand may be defined as communication without
words. It refers to any way of conveying meanings without the use of verbal language. The
game of ―dumb charades is a perfect example. Non-verbal communication is generally
unintentional, unlike verbal communication. All of us tend to communicate silently and
unknowingly send signals and messages by what we do, apart from what we say. Gestures,
facial expressions, posture and the way we dress, are all part of non-verbal communication.
Non-verbal communication can have a greater impact than verbal communication, since
―how you say something is sometimes more important than ― what you say.
Although non-verbal communication can affect both our personal and business relationships,
it is particularly important in the workplace.

Non-verbal Communication Cannot Be Avoided – While one can avoid verbal

communication by refusing to speak or write, it is not possible to do the same with non-
verbal communication. That is because non-verbal communication is not always intentional,
unlike verbal messages. Sometimes, silence itself may convey a lot of meaning.
Example – A speaker making a presentation may find that the audience is not very
interactive. Instead he notices people yawning during his presentation. At the end of the
session, when he asks for some feedback, there is total silence. The message conveyed in the
above example is that the audience is bored with the session. The silence indicates that they
have not listened to the session and that the feedback is negative.
Characteristics of Non-verbal Communication
Non-verbal Communication is Powerful – Non-verbal communication helps us to form
first impressions and make judgments of others. First impressions generally tend to be lasting
impressions. Let us say you go for a job interview fifteen minutes late and dressed in
informal attire. When asked some questions, you avoid eye contact. This immediately reflects
on your attitude and the impression formed of you is that of a person who takes things
casually, is insecure and lacks knowledge.
Non-verbal Communication is Ambiguous – While precise words can be used in verbal
communication to ensure that that the message is clearly understood, non-verbal
communication is not always clear and easy to understand. For example, sitting back in a
relaxed posture may be a signal of boredom or fatigue. Similarly, avoiding eye contact with
your audience could mean that either you are nervous or guilty of something!
Non-verbal Communication Cannot Express All Messages – Non-verbal behavior can
only express a person‘s feelings, attitudes, level of interest, liking or dislike for something.
Certain messages about ideas or concepts can only be expressed through the spoken or
written word. Consider the following, example- A sales manager wanting to report that sales
for the current year has exceeded targets, can only do so through a written report or oral
presentation. If he is making an oral presentation, his non-verbal behavior can only indicate
how pleased he is about the increase in sales.
Non-verbal Communication Varies Across Cultures – While certain types of non-verbal
behavior are universal, others may be different in different cultures. Examples – There are
different rules regarding the appropriateness of the handshake in oriental and western
cultures. Generally, in oriental cultures like India, any form of physical contact is not
common and is interpreted as being intimate, while it is an accepted thing in western
countries. Similarly, a nod of the head means yes in some cultures and no in other cultures. In
this age of business communication across cultures, it is important for you to understand
these differences, especially when doing business overseas.
Non-verbal Communication Methods

1. KINESICS(Movement):
a. Body language is a type of a nonverbal communication in which physical behaviors
are used to express or convey the information. Such behavior includes facial expressions,
body posture, gestures, eye movement, touch and the use of space. Interpretations of human
body language. It is also known as kinesics.
b. Facial expression is a part of body language and the expression of emotions such as
the movement of the eyes, eyebrows, lips, nose and cheeks. The face displays numerous
emotions such as: Happiness, Surprise, Disgust, Anger, Sadness, etc...
c. Head and neck signals: The body language of the head should be considered in
conjunction with that of the neck. Body language conveyed by the head and neck involves
various ranges of movement. Nodding of the head is generally considered as a sign of saying
'yes'. Shaking the head is usually interpreted as meaning 'no'.
d. Body postures: Emotions can also be detected through body postures. For example, a
person feeling angry would portray dominance over the other, and their posture would
display approach tendencies. Sitting or standing postures also indicate one's emotions. A
person sitting till the back of their chair, leans forward with their head nodding along with the
discussion implies that they are open, relaxed and generally ready to listen. On the other
hand, a person who has their legs and arms crossed with the foot kicking slightly implies that
they are feeling impatient and emotionally detached from the discussion
e. Gestures - Gestures are movements made with body parts (example hands, arms,
fingers, head, legs) and they may be voluntary or involuntary. Different hand gestures help
emphasize meanings and regulate interaction between or among participants.
For Example: Relaxed hands indicate confidence and self-assurance, while clenched hands
may be interpreted as signs of stress or anger. If a person is wringing their hands, this
demonstrates nervousness and anxiety.
f. Oculesics - Oculesics, a subcategory of body language, is the study of eye movement,
eye behavior, gaze, and eye-related nonverbal communication. Eyes are said to be the
window to the soul. - Through eye contact, one can tell if the other party is paying attention
to the speaker’s words. - It can also help in determining whether one is saying the truth or
not. - Through eye contact we can be able to know one’s emotional condition.
2. PROXEMICS(Space)-
Another notable area in the nonverbal world of body language is that of spatial relationships,
which is also known as Proxemics. Introduced by Edward T. Hall in 1966, Proxemics is the
study of measurable distances between people as they interact with one another.
Hall also came up with four distinct zones in which most men operate:
Intimate distance for embracing, touching or whispering
Personal distance for interactions among good friends or family members
Social distance for interactions among acquaintances
Public Distance used for public speaking.
3. HAPTICS(Touch)-
It is a subcategory of Body Language, and the study of touching as such, handshakes, holding
hands, back slapping, high fives, brushing up against someone or patting someone all have
meaning. Touching is the most developed sense at birth and formulates our initial views of
the world. Touching can be used to sooth, for amusement during play, to flirt, to express
power and maintain bonds between people, such as with baby and mother.
4. CHRONEMICS(Time)–
The use of time in nonverbal communication is formally defined as chronemics. Time
perceptions include punctuality, willingness to wait, and interactions. The use of time can affect
lifestyles, daily agendas, speed of speech, movements and how long people are willing to listen.

5. PARALANGUAGE–
The attributes of voice like audibility, pleasantness, distinctness, and correctness in
pronunciation, flexibility, etc. help to shape the meaning in oral communication. - These
attributes help in creating meaning. Paralanguage goes beyond the linguistic form of an
utterance.

Diction, the highness and lowness of tone, intensity, the manner of delivery, rate of speaking,
etc. create the intended meaning of an utterance. - When something is delivered coupled with
gestures and facial expressions may reflect the feeling(s) and/or emotion(s) of the participant
in a communicative situation.
6. APPEARANCE-

Personal appearance refers to the way the audiences with their expectations of appropriateness,
see and evaluate the way you look. The ways you look is all about your outward appearance of
clothing, grooming, and make-ups. Physical appearance largely determines attractiveness and
those who are attractive are more likely to be considered as more intelligent, more persuasive,
and more likeable than the unattractive ones. Appearances also include Hairstyles, Body
cleanliness, Clean Nails, Shiny shoes, No tattoos and Being appropriately dressed.
7. ARTIFACTS-

Artifacts are forms of decorative ornamentation that are chosen to represent self- concept. They
can include rings and tattoos, but may also include brand names and logos. From clothes to
cars, watches, briefcases, purses, and even eyeglasses, what we choose to surround ourselves
with communicates something about our sense of self. They may project gender, role or
position, class or status, personality, and group membership or affiliation.

8. ENVIRONMENT-
Environment involves the physical and psychological aspects of the communication context.
The perception of one’s environment influences one’s reaction to it. For example, Google is
famous for its work environment, with spaces created for physical activity and even in-house
food service around the clock. The expense is no doubt considerable, but Google’s actions
speak volumes. The results produced in the environment, designed to facilitate creativity,
interaction, and collaboration, are worth the effort.

Barriers to Communication
The barrier of communication is such a part that you have to keep in mind during every
communication. Even after taking care of every other detail during the conversation, some
misunderstandings remain during communication. Therefore, we must keep in mind some
communication barriers to eliminate misunderstandings.
Barriers during communication can be of many types such as linguistic barriers, physical
barriers, Personal barriers, Gender barriers, Emotional barriers, Language Barriers, Status
Barriers, Cultural Barriers, Organizational Barriers, Semantic Barriers, and Inattention
Barriers and many more barriers.
1. Physical Barriers: It is also caused by barrier distance. Suppose that the person
sending the message is far away from the recipient. And communication is happening
between the two. The barrier arises due to him not being heard clearly because of far
distance.

2. Personal Barriers: The personal factors of both sender and receiver may exert
influence on effective communication. These factors include life experiences, emotions,
attitudes, behavior that hinders the ability of a person to communicate.
3. Gender barriers: Gender barrier is also a type of barrier, such as male and female in
an organization, people of both genders work. Societal stereotypes, assumed gender roles,
and interpersonal differences can contribute to a communication gap between the gender and
there is a rift between people due to gender. For Example: Women are focused on
relationships and men are focused on tasks.
4. Emotional Barriers: The emotional barrier changes according to our mood.
Emotional barriers are due to mental limitations created by one’s own self. Emotional
Barriers are the mental walls that keep you from openly communicating your thoughts and
feeling to others.
5. Language Barriers: Language barriers are the most common communication barriers
which cause misunderstandings and misinterpretations between people. Not using the words
that other person understands makes the communication ineffective and prevents message
from being conveyed.
6. Status Barriers: People often have difficulty navigating status differences when
trying to inform or persuade others. To many, social status is an indicator of credibility and
legitimacy, and this effects how seriously others take what one communicates. Status
differences can create a bias against those with the perceived lower status.

7. Cultural Barriers: Past experiences, perception, and cultural background greatly

affect the way people talk and behave. Culture plays an important role in shaping the style of
communication. The culture in which individuals are socialized influences the way they
communicate, and the way individuals communicate can change the culture. For example,
some individuals express disgust at other cultures’ eating meat from a dog or guinea pig,
while they don’t question their own habit of eating cows or pigs.
8. Organizational Barriers: Inside the organization, there are many things inside which
a communication barrier is created. Just like the policy of the organization, about the rule and
regulationof the organization, about the status, the facility, there are many other things which
cause a lot of barriers.
9. Semantic Barriers: Semantic barriers to communication are the symbolic obstacles
that distort thesent message in some other way than intended, making the message difficult to
understand. The meaning of words, signs and symbols might be different from one person to
another and the same word might have hundreds of meanings.
10. Inattention barriers: Sometime the persons do not pay adequate attention to the
message. Theydo not listen, the spoken words attentively. The communication has no impact
on those who are unwilling to listen. Inattention arises due to lack of interest, over stimulation
and time pressure.
11. Socio-psychological barriers: Social and psychological factors are the most difficult
barriers to communication. These consist of the following: Attitude and opinions, Emotions,
Status difference, In attention, Closed mindedness, Poor retention and Premature evaluation.
12. Inter-cultural barriers: Most of us can appreciate the important of intercultural
communication, yet several stumbling blocks may get in the way of a positive intercultural
communication experience. Some of the most common ones are Anxiety, Assumption of
Similarities, Ethnocentrism, Stereotyping, Prejudice, Racial discrimination.
13. Ethnocentrism: Ethnocentrism assumes our culture or co-culture is superior to or
more important than others and evaluates all other cultures against it. For example, Where did
you start reading on this page? The top left corner. Why not the bottom right corner, or the
top right one? In English, we read left to right, from the top of the page to the bottom. But not
everyone reads the same. If you read and write Arabic or Hebrew, you will proceed from
right to left. Neither is right or wrong, simply different. Americans tend to say that people
from England drive on the “wrong” side of the road, rather than on the “other” side. You may
find it hard to drive on the other side of the road while visiting England, but for people in the
United Kingdom, it is normal and natural. A high level of appreciation for one’s own culture
can be healthy; a shared sense of community pride, for example, connects people in a society.
But ethnocentrism can lead to disdain or dislike for other cultures and could cause
misunderstanding and conflict.
 Overcoming Barriers to Communication
1. Eliminating differences in perception: The organization should ensure that it is
recruiting right individuals on the job. It’s the responsibility of the interviewer to ensure that
the interviewee has command over the written and spoken language. There should be proper
Induction program so that the policies of the company are clear to all the employees. There
should be proper trainings conducted for required employees (for eg: Voice and Accent
training).

2. Use of Simple Language: Use of simple and clear words should be emphasized. Use
of ambiguous words and jargons should be avoided.
3. Reduction and elimination of noise levels: Noise is the main communication barrier
which must be overcome on priority basis. It is essential to identify the source of noise and
then eliminate that source.

4. Active Listening: Listen attentively and carefully. There is a difference between

“listening” and “hearing”. Active listening means hearing with proper understanding of the
message that is heard. By asking questions the speaker can ensure whether his/her message is
understood or not by the receiver in the same terms as intended by the speaker.
5. Emotional State: During communication one should make effective use of body
language. He/she should not show their emotions while communication as the receiver might
misinterpret the message being delivered. For example, if the conveyer of the message is in a
bad mood then the receiver might think that the information being delivered is not good.
6. Simple Organizational Structure: The organizational structure should not be
complex. The number of hierarchical levels should be optimum. There should be a ideal span
of control within the organization. Simpler the organizational structure, more effective will be
the communication.
7. Avoid Information Overload: The managers should know how to prioritize their
work. They should not overload themselves with the work. They should spend quality time
with their subordinates and should listen to their problems and feedbacks actively.
8. Give Constructive Feedback: Avoid giving negative feedback. The contents of the
feedback might be negative, but it should be delivered constructively. Constructive feedback
will lead to effective communication between the superior and subordinate.
9. Proper Media Selection: The managers should properly select the medium of
communication. Simple messages should be conveyed orally, like: face to face interaction or
meetings. Use of written means of communication should be encouraged for delivering
complex messages. For significant messages reminders can be given by using written means
of communication such as : Memos, Notices etc.
10. Flexibility in meeting the targets: For effective communication in an organization
the managers should ensure that the individuals are meeting their targets timely without
skipping the formal channels of communication. There should not be much pressure on
employees to meet their targets.
 7 C’s of Effective Communication
The Seven C’s can be applicable for the both sort of Communication i.e., Oral and Written.
To compose an effective Written or Oral message these Principles provide us the guide lines,
that how an effective message can be written to stimulate the reader for the desired
Outcome/Output/results. The Seven C’s has a much wider scope because these are applicable
for each and every one during the course of a whole day. Weather is he giving presentation,
facilitate meetings, participating in conference calls, doing conversation with his/her fellows,
chatting, playing, etc.“The message is said to be effective when the receiver understands the
same meaning that the sender was intended to convey”.
1. Completeness: The communication must be complete. It should convey all facts required
by the audience. The sender of the message must take into consideration the receiver’s mind
set and convey the message accordingly. A complete communication has following features:

• Complete communication develops and enhances reputation of an organization.

• Moreover, they are cost saving as no crucial information is missing and no additional
cost is incurred in conveying extra message if the communication is complete.
• A complete communication always gives additional information wherever required. It
leaves no questions in the mind of receiver. Complete communication helps in better
decision-making by the audience / readers / receivers of message as they get all desired and
crucial information.
• It persuades the audience to listen and evaluate emphatically.
2. Conciseness: Conciseness means “The message only contains the information only
relating to the topic and don’t have irrelevant information.” And writer also strives to make
the small and simple sentence which areeasily understandable by receiver. A concise message
saves time of both the sender and the receiver.
Conciseness in a business message can be achieved by avoiding wordy expressions and
repetition.Achieving conciseness does not mean to loosen completeness of message. While
composing a conciseness in message we have to bear following points in mind.
•Eliminate wordy expressions.
•Include only relevant stuff.
•Avoid unnecessary repetition.

3. Consideration:
“Consideration demands to put oneself in the place of receiver while composing a message”.
It refersto the use of “You Attitude”, emphases positive and pleasant facts, visualizing
reader’s problems, desires, emotions and his/her response.

Effective communication must take the receiver/audience into consideration, i.e., the
receiver/audience’s viewpoints, background, mind-set, education level, etc.
Ensure that the self-respect of the audience is maintained and their emotions are not at harm.
Modify your words in message to suit the receiver/audience’s needs while making your
message complete and meaningful.

4.Clarity: “Clarity demands the simple language and easy sentence structure in composing
the messages”. Whenthere is clarity in presenting ideas, it’s easy for the receiver/decoder to
grasp the meaning being conveyed by the sender/encoder.

Clarity also implies emphasizing a specific message or goal at a time, rather than trying to
achieve toomuch at once. When we have a choice between an along word and a short one,
always use the short, familiar words that our reader or listener will frequently understand.
While Composing the Clarity in the message we have to bear the following points in our
mind.
• Choose precise, concrete, and familiar words.
• Construct effective sentences and paragraphs.
• Use simple words rather than jargon words.

5.Concreteness:

“Being definite, vivid and specific rather than vague, obscure and general leads to the
concreteness of the message”. It means that message should be specific instead of general.
Misunderstanding of words creates problems for both parties (sender and receiver). When
you talk to your senior always use facts and figures instead of generic or irrelevant
information.

Facts and figures being presented in the message ought to be specific. Often it means using
denotative (direct, explicit, often dictionary-based) rather than connotative words (ideas or
notions suggested by or associated with a word or phrase).
While composing Concreteness in a message we have to bear the following points in mind.
• Use specific facts and figures.

• Put actions in our verbs.

• Choose vivid, image-building words.
6.Courtesy: “Doing well with good intentions” called Courtesy. In business, almost
everything starts and ends in courtesy. Courtesy means not only thinking about the receiver
but also valuing his feelings, emotions & attitudes. Much can be achieved by using
Euphemism (polite and decent language), gestures, beingappreciative, thoughtful, tactful, and
showing respect to the receiver.
Besides, the following guidelines discussed under Courteous Communication generate a
specialEuphemism tone in the writing or speaking message.

Here the following suggestions for generating a courteous tone.

• Be sincerely tactful, thoughtful, and appreciative.
• Use expressions that show respect.
• Choose non-discriminatory expressions.
• Omit questionable Humour.

7.Correctness: The core of Correctness means “sentence ought to be proper grammatical,

punctuation, and well spell” or free from any sort of errors. At the time of encoding, if the
encoder has comprehensive knowledge about the decoder of message, it makes the
communication an ease. The encoder should know the status, knowledge and educational
background of the decoder.
However, a message may be perfect grammatically & mechanically but still insult or lose a
customer. The term correctness, as applied to business messages also means the following
three characteristics.
✓ Use the right level of language.
✓ Check accuracy of figures, facts and words.
✓ Maintain acceptable writing mechanics.

While composing the Correctness in message we have to bear the following points in mind.
• Eradicates the confusing words like, accept, except, affect, effect, farther, etc.
• Sometimes informal words are to use than formal words.
• e.g., Participate /Join, Procure /Get, Deem/Think (Believe), Endeavour/Try.