What is Communication?

Communication is the process of passing information (sending) and understanding (receiving)

the same from one person to another through verbal and non-verbal means. Thus,
communication means to understand information, facts or opinions of someone.
Communication is the giving and receiving of feedback between individuals and/or groups for
the purpose of exchanging information.

Communication Meaning

The word communication originates from the Latin word “communis” which means
“Common”. This means that we try to establish “commonness” with someone in
communication.
Literally, communication means to inform, to tell, to show, or to spread information. Thus, it
may be interpreted as an interchange of thought or information to bring about understanding and
confidence for good industrial relations.

Communication Definition

The word “Communication” has been defined differently by different management thinkers and
experts. Some of these definitions of communication are given below:
The transfer of information from one person to another, irrespective of whether or not it elicits
confidence.Koontz and O Donell

Communication is an exchange of facts, ideas, opinions or emotions by two or more

persons.George R. Terry

Communication is the process by which information is passed between, individuals and/or

organisations by means of previously agreed symbolsPeter Dittle

Communication is an interchange of thoughts, opinions, or information through speech, writing

or signs.Robert Anderson

Communication is any behaviour that results in an exchange of meaningAmerical Marketing

Association

Communication is the transfer of information from one person to another person. It is a way of
reaching others by transmitting ideas, facts, thoughts, feeling and valuesKeith Davis

Communication may be broadly defined as the process of meaningful interaction among human
beings, more specifically, it is the process by which meanings are perceived and understanding
is reached among human beingsD.E. McFarlad
 Need for Communication

What is communication Need? Today every organization small or multinational needs an

effective communication.
According to Koontz and Weihrich, communication is needed to:
● Increase employees job performance and effectiveness by updating their knowledge

● Promote employees sense of belonging and commitment

● Effect changes smoothly
● Motivate and create a sense of identification with organization and its goals
● Inform and convince employees about decisions and the reasons behind those decisions
● Develop employees clear understanding of future growth opportunities in the organization
● Empower employees with information on development and relevant activities

Purpose of Communication

What is communication Process? Communication could have many purposes depending on the
context and person involved. Communication within a family, seminar, theatre, office has
different purposes that have to be achieved.
Purpose of Communication are:
1. To inform
2. To persuade
3. To educate
4. To train
5. To motivate
6. To integrate
7. To relate
8. To entertain

Purpose to inform

The basic purpose of Communication is to keep the people informed. Various important facts
and information are required to be given on time.
Peter F. Drucker has stated,” “The manager has a specific tool: Information ……….”.
Thus, communication may be to inform the people about ideas, views, suggestion etc. Managers
need complete, accurate and precise information to plan and organise. Employees need it to
translate planning into reality.
 To persuade
Persuasion may be defined as an effort to influence the attitudes, feelings or beliefs of others.
Persuasion consists of four important steps:

● Analysis of situation
● Preparing the receiver
● Delivering the message and
● Prompting action
All these depend on effective communication. It is not enough to inform the people, along with it
they need persuasion to attain common goals. Thus, communication is to pursue people so that
they ensure their efforts in right direction.
To educate
Communication may have a purpose to educate the people. It is very conscious process of
communication. It involves both teaching and learning with an object to widen knowledge as
well as improve skills.
For the purpose knowledge, skills and attitude are developed among the people by
communication.
To train
Training is the act of increasing the knowledge and skill for a particular task, communication is
an integral part of training. To achieve proficiency in a particular field instructions, lectures,
demonstrations, practices and discussion are required which are part of communication.
To motivate
Motivation is creating and releasing work energy within an individual. High level of morale and
motivation is a must to ensure high-level of achievements. Communication provides a mean to
keep people motivated.

Besides money, various factors such as job satisfaction, prestige, a sense of belonging,
recognition can also motivate a person to work sincerely and effectively. Motivation as a form of
communication deals with these factors.
To integrate
where large number of people working altogether, communication helps them to work in an
integrated manner. Exchange of views, problems and other information can create better
understanding among them, which is resulted into integrated efforts by them.
To relate
As human being is a social creature. They require good relationship. Communication is not only
building relation but also nurturing mutually beneficial relationship.
communication may have a purpose to entertain. Communication also facilitates social bonding.
It also helps in creating pleasure events which entertain the human being and relive them from
tension.
 Importance of Communication

What is communication Importance? Communication is a vital force, it is an important aspect of

effective business organization
Importance of Communication are:
1. Efficient functioning of the undertaking
2. Facilitates decision making
3. Proper planning
4. Minimize organisational conflicts
5. Job satisfaction and higher productivity
6. Democratic management
7. To establish better labour relations
8. Effective organizing
9. Enhance motivation and morale
10. Sound human and industrial relation
1. Efficient functioning of the undertaking: The efficient performance of employees of an
organization depends on effective communication within the organization.

2. Facilitates decision making: Desired results of an organization largely depends on the right
decision at the right time. A communication system is a prerequisite for making a sound
decision.

3. Proper planning: Communication is required not only for effective planning but also to
ensure its better implementation.

4. Minimize organisational conflicts: Proper communication reduces conflicts by developing

understanding. Communication helps them to know the views, problems, and thoughts of
others.

5. Job satisfaction and higher productivity: Effective communication promotes better

performance as people are able to understand their jobs and roles in a better manner.

6. Democratic management: Modern business organization are following democratic system of

management. It requires good channels of communication so that employees, consumers and
other stakeholders share information and participate in the discussion, consultation and
decision making.

7. To establish better labour relations: Effective communication creates better management

and labour relationship.

8. Effective organizing: Organizing involves delegation of authority, assigning liability,

decentralization and establishes the relationship between the members which cannot be done in
 the absence of communication.

9. Enhance motivation and morale: Communication helps in enhancing the morale of the
employees because they are aware of their role in the business firm.

10. Sound human and industrial relation: The basic reason for disputes between labour and
management is a communication gap. With the help of effective communication, sound
relations can be maintained as it promotes mutual understanding, cooperation and goodwill.

Forms of Communication
Communication implies an exchange of information. It may be in various forms, it may be
classified on the following basis:

3 Forms of Communications are:

1. On the basis of Organisational Structure

2. On the basis of Direction
3. On the basis of Mode of Expression
1. Organisational Structure
o Formal Communication
o Informal Communication

2. Direction
o Downward Communication
o Upward Communication
o Horizontal Communication
o Diagonal Communication

3. Mode of Expression
o Non-Verbal Communication
o Verbal Communication
A. Oral Communication
B. Written Communication

Process of Communication

What is communication Process? Communication is a process, generally a two-way process. The

process is a concept that is dynamic and ever-changing.
The process, in fact, is both times dimensional as well as space dimensional in which action
unfolds in a continual manner towards some goal.
 In other words, communication being a process attempts to provide information to the receiver
and also to persuade the concerned person according to the sender of the message.
The two-way communication process is superior to one-way communication in the following
respects:

● Two-way communication is more effective than one-way communication. The feedback allows
the sender to refine his communication so that it becomes more precise and accurate.

● Receiversself-confidence is higher in case of two-way communication as they are permitted to

ask questions and seek clarification from the senders.
Sequencing of Communication Process

● Ideation: Conceiving of the idea by the sender or source

● Encoding: Encoding the message
● Transmission: Transmission of message
● Receiving: Receiving of the message by receiver
● Decoding: decoding the message
● Action:Behavior or action on the message
The process of communication is further refined as
Figure shows that there are six phases in the entire communication process. At phase I, the
sender has an idea or information. At phase II, the sender encodes the idea for transmission and
at phase III, the encoded idea is transmitted by the sender through the strategically selected
channel or medium of transmission.
At phase IV, the receiver gets the message, at phase V, the receiver decodes the message and
finally at phase VI, the feedback is sent by the receiver.
Mary Ellen Guffey says that, “we cannot just glance at another person and transfer meaning
directly from mind to mind, we engage in a sensitive process of communication that involves
five steps”. These steps are depicted in Figure.
Elements of Communication Process
The main elements that are also human as the concepts or the components of the process of
communication are discussed to draw the basic understanding of the communication process.

Elements of Communication Process are:

1. Message
2. Sender
3. Encoding
4. Medium and Channel
5. Receiver
6. Decoding
7. Feedback
● Message: It is information, written or spoken, which is to be sent from one person to another.
Here, the word person stands for the two ends of a system and may represent an individual, or
a group of individuals, or even electronic machines.

The most important characteristic of a message as an element of communication is that it is

organized, structured, shaped and selective. It exists in the mind of the sender
(communicator).

● Sender: The person who transmits, spreads, or communicates a message or operates an

electronic device is the sender i.e., one who conceives and initiates the message. The sender
transmits the message with the purpose of informing/persuading/influencing/ changing the
attitude, opinion, or behaviour of the receiver (audience/listener).

● Encoding: The method by which a message is expressed is called encoding. Message arises in
the mind in the form of Idea. That idea is transmitted by the sender to receiver in the form of
words, symbols, pictures, day-to-day language, etc. Otherwise, it may not be possible for the
receiver to understand it.

Keeping in view, the purpose of communication, selection of words or symbols for encoding
should be such as make the receiver understand the communication correctly.

● Medium and Channel: The method or channel means by which a message is transmitted by a
sender to a receiver called medium or channel. For instance, a letter is a medium and postal or
couriers service a channel. If a message is communicated by telephone, then an oral message is
a medium and the telephone a channel.

● Receiver:The receiver of communication is a person or a group or an organization that receives

the message. He is the destination of the message. In its absence, the process of
communication is incomplete.

He not only receives the messages but also understands what is implied in it. He is a decoder
of the message responds to it or gives necessary feedback.

● Decoding: Decoding is a mental process by which the receiver draws meanings, from the words,
symbols or pictures of the message. The receiver does decoding or understands it. That is the
reason he is also called a decoder. If the receiver understands the meanings of the words or the
 symbols correctly, then his decoding is perfect.

● Feedback:Feedback is the receiver’s response to the message. Feedback is the final link in the
communication process. On its receipt, the receiver expresses his response by way of
acknowledgement to the sender.

Feedback is the key element in the communication process because it enables the sender to
evaluate the effectiveness of the message.

Objectives of Communication

John G. Glover in his book on “Fundamentals of Top Management’ has given the
following objectives of communication in an organisation:
1. To keep the employees acquainted with the company’s progress and development
programmes.
2. To provide employees with necessary orders and instructions in connections with their rights,
duties and responsibilities.
3. To solicit information from the employees which may help the management in decision
making.
4. To express the interest of management to its personnel.
5. To minimize labour turnover.
6. To motivate the employees towards his job and to create interest in the work of the company.
7. To indoctrinate employees with the will to work and the benefits from their association with
the company.
8. To instil each employee with personal prestige and pride in being a member of the corporate
body.

Nature of Communication

1. Communication is a process of encoding, sending and decoding.

2. It is the essence of leading, it is the basis for action and cooperation.

3. It is a two way process, there must be at least two people i.e. sender and receiver.

4. Communication is not a constant as it is dynamic in nature and ever changes as per the
circumstances.
5. It is a universal activity which is equally useful and necessary in politics, religion and
economy.

6. It may be verbal or non-verbal

7. It is an exchange of facts and opinion

8. It means, not an end as its primary purpose is to motivate response and the end results are
understanding.

9. It is a continuous process as it does not finish after one message.

10. It may be formal or informal.

11. It may be oral, written or even gestural.

12. It is an interactive process.

7 C of Communication

There are 7 C of effective communication which are relevant to both written as well as oral
communication.
7 C of Communication are as follows:
1. Completeness
2. Conciseness
3. Consideration
4. Clarity
5. Concreteness
6. Courtesy
7. Correctness
● Completeness: The communication must be complete. It should convey all facts required by the
audience.

● Conciseness: means communicating what you want to express in the least possible words
without forgoing the other C’s of communication.

● Consideration: implies “stepping into the shoes of others”. Effective communication must take
the audience into consideration.

● Clarity:
implies stressing on a particular message or goal at a time, rather than trying to achieve
too much at once.
● Concreteness: Concrete communication means being particular and clear rather than fuzzy and
general. Concreteness strengthens confidence.

● Courtesy: in message entails the message should show the sender’s expression as well as should
respect the receiver. The sender of the message should be sincerely polite, judicious, reflective
and keen.

● Correctness: in communication means that there are no grammatical errors in communication.

Barriers To Communication

What is communication barriers? The barriers to business communication are anything that
interferes in the communication process
● Noise as a Barrier: “Noise” is the disruption or hindrance in communication process anywhere
along the way

● Perceptual and Language Differences: Perception is in general how each individual interprets
the world around him. People generally want to receive messages which are significant to
them.

● Information Overload: Managers are bordered with a pool of information. It is necessary to

control this information flow else the information is likely to be misinterpreted or forgotten or
overlooked. As a consequence, communication is less effective.

● Inattention: At times we just not listen, but only hear

● Time Pressures: Frequently in an organization, the targets have to be achieved within a

specified time period, the failure of which has adverse consequences.

● Emotions: Emotional state at a peculiar point of time also affects communication. If the receiver
feels that communicator is angry he understands that the information being sent is very bad.

● Complexity in Organizational Structure: Greater the power structure in an organization, more

are the chances of communication getting lost.

● Poor Retention: Human memory cannot function outside a limit. One can’t always retain what
is being told especially if he is not interested or not attentive. This leads to communication
collapse.
 On the basis of Organisational Structure
In the organization structure of enterprise communication, there are two types of communication:
● Formal communication

● Informal Communication
Formal Communication
Formal communication is a flow of information through formally established channels in an organization. These type of
communication may be oral or written.
● Mostly controlled by managers

● It is hierarchical in nature and associated with the superior and subordinate relationship

● Generally linked with formal status and positions of a person

● It may be upward, downward and horizontal.

Advantages of formal communication
● Follows the principle of unity of command

● The orderly flow of information and systematic

● Helps in fixing responsibilities for better efficiency

● Managers have full control of nature and direction of communication

● Helps in maintaining authority relationship

● The flow of instruction is very specific, clear and definite.

● Helpful in maintaining direct contact with subordinates.

Disadvantage of formal communication
● It is a time-consuming process

● It lacks personal contacts and relationship

● It may be resisted and distorted

● It delays the communication message due to the formal procedure

● It obstructs the free, smooth and accurate circulation of information

Informal Communication
Informal Communication refers to communication on the basis of personal relations. It is a type of communication which is
unstructured, unofficial and unplanned.
● It does not follow the formal channels established by the management

● It often flows between friends and intimates and related to personal rather than ‘positional’ matters.

● It cannot be demonstrated on the chart and not regulated by formal rules and procedure.
The informal communication system is built around the social relationship of the members of the organisationHerbert Simon

Informal communication is a result of social interaction and satisfies the natural desire of people to communicate with each other.
Informal communication is helpful in countering the effects of work fatigue and monotony and serving as a source of job-related
information.

It is also referred to as grapevine communication. Grape wine communication carries unofficial information. It is not a reliable
source of communication. Managers should be very careful about such communication.
 Advantages of informal communication
● It is a flexible and reliable channel of communication

● It creates mutual co-operation

● It may work as a valuable aid in communicating organizational rules, values and morale

● It is helpful in building teamwork in the organisation

● It provides effective feedback to the manager

● It supplements formal communication

● It creates successful public relations in the organisation

● If implemented efficiently, it will leads to the success

Disadvantages of informal communication
● It creates misunderstanding and uncertainty

● Due to different perceptions of the persons involved in whispering, chain interpretations of information may change

● It is difficult to believe in information as its source cannot be identified

● It sometimes leads to leak secret information

● The information passes through it is inaccurate and distorted

● It is difficult to control it as its flow and direction cannot be checked

On the basis of Direction

On the basis of directions communication may be of four types of communication:

1. Downward Communication
2. Upward Communication
3. Horizontal Communication
4. Diagonal Communication
Downward Communication
Communication that takes place from superiors to subordinates in a chain of command is known as downward communication.
Such type of communication may be in the form of orders, instructions, policies, programmes etc. It may be written or verbal.
The following messages are induced in this type of communication:
● Confirmation regarding performance

● Work assignment and directions

● Orders, guidance and responsibilities

● Ideological type of information

● Organisation Procedure and practices.

Advantages of downward communication
● It is helpful in controlling the subordinate

● It explains the plans and policies of the organisation to employees.

● It is a tool to delegate authority

● It is helpful to tie among employees at a different level

● It encourages the effectiveness of upward communication through feedback

● It helps in preparing the people to introduce change

Disadvantages of downward communication
● It tends to promote one-way communication

● It is time-consuming because information passes through various levels

● Sometimes a manager may filter the information or hold back some of the information due to fear that it might be unpalatable

● As communication takes time, sometimes message become ineffective and can lose significance
Upward Communication
When message are transmitted from bottom to top of the organisational hierarchy, it is known as upward communication.
The main function of upward communication is to supply information to top management. It is essentially participative in nature
and can flourish only in a democratic organisational environment. It may be in the form of progress report, suggestions,
grievances, complaints etc.

Advantages of upward communication

● Management can use feedback effectively in their plan and procedures

● Help subordinate to communicate their views to top management

● It supports innovative ideas and suggestion

● Support in harmony and mutual co-operation among management and subordinate

● The managers are able to evaluate the impact of communication

Disadvantages of upward communication
● Subordinate provides only favourable information to upper management

● It may be discouraged due to lack of proper response of top management

● It takes a lot of time to pass the message to higher level

● Possibility of wilful manipulation of information to attain personal goals.

● There arise a threat that superior may react negatively

Horizontal Communication
When communication takes place between two or more persons who are working at same levels it is known as horizontal
communication.
This type of communication takes place mostly during a committee meeting or conferences. The main object of such
communication is to establish inter-departmental co-ordination.
Advantages of horizontal communication
● It helps in avoiding duplication of work

● It solves inter-department conflicts

● It facilitates establishing co-ordination between different departments of the organisation

● Communication process is computed smoothly without any barrier.

● It helps in maintaining social and emotional support among the peer group.
Disadvantages of horizontal communication
● There is a lack of motivation to communicate
● Usually, they hide information due to rivalry between them

● It lacks authoritativeness
Diagonal Communication
Diagonal communication is an exchange of information between the persons at a different level across departmental lines.
This type of communication is used to spread information at different levels of an organization to improve understanding and co-
ordination so as to achieve organisational objectives.
Thus, where the persons who are neither working in the same department nor has similar level are communicating, it is said to be
diagonal communication. It cuts across the levels of organisational structure.

Advantages of diagonal communication

● It increases organisational effectiveness

● It facilitates organisational change

● It creates integrity and harmony in the organisation

● It helps to speed up the action and save time

Disadvantages of diagonal communication
● It violates the principle of unity of command

● It is an unsystematic manner of communicating.

On the basis of Mode of Expression

1. Non Verbal Communication
2. Verbal Communication
Non Verbal Communication
Communication through expressions, gestures or posture is nonverbal communication. It refers to the flow of information,
through facial expressions, tone of voice and other body movements.
In other words, it is a type of communication other than words. It conveys the feeling, emotions, attitude of a person to another. A
person can communicate his feeling to others quickly and economically by using a non-verbal form of communications. This
does not require the use of words as a person can express his feelings by his body language.
Some important of nonverbal communication are:
● Body Language: Posture, Gesture, Eye Contact, Silence etc.

● Proximity: Space (intimate space, public space), Time, Surroundings etc.

● Para Language: Voice, Volume, Pause, Pitch, Proper stress etc

Advantages of non verbal Communication
● It is reliable source of information

● Message may be conveyed quickly

● It is an economic way of communications

● It creates better-understanding
Disadvantages of non verbal Communication
● Expressions and gestures are seen by anyone so it lacks secrecy.

● It creates misunderstanding due to non-understanding of the gestures

● It requires the physical presence of both parties

● Long and detailed message cannot be conveyed

● The meaning of gesture changes according to time and place, thus it is difficult to understand universally

● There is no written proof in case of any dispute in future.

Verbal Communication
Verbal Communication is an exchange of information by words either written or oral. Verbal communication consists of
speaking, listening, writing, reading etc. It is the most preferred mode of communication.
It may be of two types of Verbal Communication:
1. Oral Communication
2. Written Communication

Oral Communication
When a message is expressed through spoken words, it may be either through face to face conversations or with the help of
electronic mode such as telephone, cellular phone, etc.

It may also be in the form of informal conversation, group discussions, meeting etc. It is a more effective means of exchange of
information because the receiver not only hears the message but also observes the physical gestures of the speaker.

Advantages of oral communication

● Oral communication is useful in providing good leadership

● It provides an opportunity to participate in all the members in decision making

● It saves time and message reach to the receiver very quickly

● It is an economic source of communications

● It is more effective as body language can be observed along with the hearing of the message

● Reaction can be received easily and quickly

● The message can be conveyed clearly because, in case of any confusion, the clarification can be sought immediately.

Disadvantages of oral communication

● It requires the presence of both parties, i.e. sender and receiver

● The major drawback of this type of communication is lack of proof, thus it has no legal validity

● It is not suitable when the messages are lengthy

● It does not provide sufficient time for thinking before conveying the message

● It involves a high cost if both parties are at distance place

● The message can be distorted.

●
Written Communication
When opinions are exchanged in written form, rather than by spoken words, it is knows as written communication.
It may be expressed through charts, pictures and diagrams. It includes newspapers, reports, letters, circulars magazines etc. While
using written communication, words should be select very carefully because message ones sent can not be altered. it is formal in
nature and cannot be overlooked.

Advantages of written communication

● It provides a future reference: it becomes a permanent record and beneficial for formulating new policies.

● It is accurate. Mistakes are not likely to occur as it is open for verification and its authenticity can be checked.

● It does not require the physical presence of both parties.

● It ensures transmission of information in a uniform manner

● It is useful to transmit complex information and it facilitates the assignation of responsibilities

● It usually removes conflicts and misunderstanding

● It facilitates to convey a message to a large number of persons at the same time

● Written communication is acceptable as a legal document.

●
Disadvantages of written communication

● It is a time and money consuming way of communication

● It lacks secrecy because message passes through various hands, thus, it is said to be a double-edged weapon

● It is not useful in emergency circumstances

● It has no chance to alter the message ones transmitted

● It is not possible to get immediate feedback

● It becomes unimpressive if drafted poorly

● It may be interpreted in the wrong manner

● It requires unnecessary formalities.

Organisational Communication Definition

Organisation communication is defined as “a program that focuses on general communication
processes and dynamics within organisations.
Includes,
● instruction in the development and maintenance of interpersonal group relations within
organisations;

● decision-making and conflict management;

● the use of symbols to create and maintain organisational images, missions, and values;
● power and politics within organisations;

● human interaction with computer technology;

● and how communications socialize and supports employees and team members.

Importance of Organisational Communication

Following are the reasons for the importance of organisational communication:

● Directions of Communication
● Leading

● Rationalizing

● Problem-solving

● Conflict Management
● GainingCompliance
Directions of Communication
Organisational communication takes place upward, downward and horizontally.

● Downward communication flows from the managerial and executive levels to the staff through
formal channels such as policy manuals, rules and regulations and organisational charts.

● Upward communication is initiated by staff and directed at executives; it frequently takes the
form of a complaint or a request.

● Horizontalcommunication occurs when colleagues meet to discuss issues of common interest,

resolve problems and share information.
Leading
In the book “Organisational Communication: Challenges of Change, Diversity, and Continuity,”
William Neher identifies the Five primary functions of business communication as:

● Leading

● Rationalizing

● Problem-solving

● Conflict management
● Compliance gaining.
 The function of leading is important to enabling management to issue instructions in a clear,
specific manner so that workers are able to follow them without difficulty. This is generally
downward communication.
Rationalizing
This function enables management to explain the reasons for instructions in a way that workers
can understand. In this context, it is downward communication; however, rationalizing is also
important for enabling workers to bring issues to the attention of management, using upward
communication to do so.
If a worker identifies a motivation problem, for example, he may communicate this upward
formally to management and use rationalization to highlight the potential impact of the problem
on profitability.
Problem-solving
Most companies hold regular meetings to discuss issues such as production cycles, delivery
times, price margins and other areas where unusual situations could arise that may affect the
performance of a business.
In these meetings, organisational communication plays an important role in tabling problems,
brainstorming potential responses and finalizing solutions. In this way, a company obtains
maximum benefit from the abilities of those involved in the communication, which flows
horizontally and often informally.
Conflict Management
Conflict in the workplace can lead to the loss of talented employees, the lodging of grievances
and possibly lawsuits. Managing conflict by bringing all parties together to discuss their
differences in a safe, moderated environment is an important function of organisational
communications.
This type of communication usually involves all three directions of communication, and,
although discussions may be informal, the final decisions are usually communicated formally.
Gaining Compliance
Gaining compliance of employees is necessary for them to adhere fully to instructions. To do
this, management needs to listen to feedback from the staff and to take account of their ideas and
comments.
Feedback or two-way communication can be both upward and downward or horizontal and may
be formal or informal, but it is important for a company to enable open communication channels
to motivate and achieve the best performance from employees.
_____________________________________________________________________________
On the basis of Organisational Structure

In the organization structure of enterprise communication, there are two types of communication:
● Formal communication
● Informal Communication
●
Formal Communication
Formal communication is a flow of information through formally established channels in an
organization. These type of communication may be oral or written.
● Mostly controlled by managers

● It is hierarchical in nature and associated with the superior and subordinate relationship
● Generally linked with formal status and positions of a person
● Itmay be upward, downward and horizontal.
Advantages of formal communication
● Follows the principle of unity of command

● The orderly flow of information and systematic

● Helps in fixing responsibilities for better efficiency
● Managers have full control of nature and direction of communication
● Helps in maintaining authority relationship
● The flow of instruction is very specific, clear and definite.
● Helpful in maintaining direct contact with subordinates.
Disadvantage of formal communication
● It is a time-consuming process

● It lacks personal contacts and relationship

● It may be resisted and distorted
● It delays the communication message due to the formal procedure
● It obstructs the free, smooth and accurate circulation of information
●
Informal Communication
Informal Communication refers to communication on the basis of personal relations. It is a type
of communication which is unstructured, unofficial and unplanned.
● It does not follow the formal channels established by the management

● It often flows between friends and intimates and related to personal rather than ‘positional’
matters.
● It cannot be demonstrated on the chart and not regulated by formal rules and procedure.
The informal communication system is built around the social relationship of the members of the
organisationHerbert Simon
 Informal communication is a result of social interaction and satisfies the natural desire of people
to communicate with each other. Informal communication is helpful in countering the effects of
work fatigue and monotony and serving as a source of job-related information.
It is also referred to as grapevine communication. Grape wine communication carries unofficial
information. It is not a reliable source of communication. Managers should be very careful about
such communication.
Advantages of informal communication
● It is a flexible and reliable channel of communication

● It creates mutual co-operation

● It may work as a valuable aid in communicating organizational rules, values and morale
● It is helpful in building teamwork in the organisation
● It provides effective feedback to the manager
● It supplements formal communication
● It creates successful public relations in the organisation
● If implemented efficiently, it will leads to the success
Disadvantages of informal communication
● It creates misunderstanding and uncertainty

● Due to different perceptions of the persons involved in whispering, chain interpretations of

information may change
● It is difficult to believe in information as its source cannot be identified

● It sometimes leads to leak secret information

● The information passes through it is inaccurate and distorted
● It
is difficult to control it as its flow and direction cannot be checked
On the basis of Direction
On the basis of directions communication may be of four types of communication:
1. Downward Communication
2. Upward Communication
3. Horizontal Communication
4. Diagonal Communication
5.
Downward Communication
Communication that takes place from superiors to subordinates in a chain of command is known
as downward communication.
Such type of communication may be in the form of orders, instructions, policies, programmes
etc. It may be written or verbal.
The following messages are induced in this type of communication:
● Confirmation regarding performance
● Work assignment and directions
● Orders, guidance and responsibilities
● Ideological type of information
● Organisation Procedure and practices.
Advantages of downward communication
● It is helpful in controlling the subordinate

● It explains the plans and policies of the organisation to employees.

● It is a tool to delegate authority
● It is helpful to tie among employees at a different level
● It encourages the effectiveness of upward communication through feedback
● It helps in preparing the people to introduce change
Disadvantages of downward communication
● It tends to promote one-way communication

● It is time-consuming because information passes through various levels

● Sometimes a manager may filter the information or hold back some of the information due to
fear that it might be unpalatable
● As communication takes time, sometimes message become ineffective and can lose significance

●
Upward Communication
When message are transmitted from bottom to top of the organisational hierarchy, it is known
as upward communication.
The main function of upward communication is to supply information to top management. It is
essentially participative in nature and can flourish only in a democratic organisational
environment. It may be in the form of progress report, suggestions, grievances, complaints etc.
Advantages of upward communication
● Management can use feedback effectively in their plan and procedures

● Help subordinate to communicate their views to top management

● It supports innovative ideas and suggestion
● Support in harmony and mutual co-operation among management and subordinate
● The managers are able to evaluate the impact of communication
Disadvantages of upward communication
● Subordinate provides only favourable information to upper management

● It may be discouraged due to lack of proper response of top management

● It takes a lot of time to pass the message to higher level
● Possibility of wilful manipulation of information to attain personal goals.
● There arise a threat that superior may react negatively
Horizontal Communication
When communication takes place between two or more persons who are working at same levels
it is known as horizontal communication.
This type of communication takes place mostly during a committee meeting or conferences. The
main object of such communication is to establish inter-departmental co-ordination.
Advantages of horizontal communication
● It helps in avoiding duplication of work

● It solves inter-department conflicts

● It facilitates establishing co-ordination between different departments of the organisation
● Communication process is computed smoothly without any barrier.
● Ithelps in maintaining social and emotional support among the peer group.
Disadvantages of horizontal communication
● There is a lack of motivation to communicate

● Usually, they hide information due to rivalry between them

● It lacks authoritativeness
●
Diagonal Communication
Diagonal communication is an exchange of information between the persons at a different level
across departmental lines.
This type of communication is used to spread information at different levels of an organization to
improve understanding and co-ordination so as to achieve organisational objectives.
Thus, where the persons who are neither working in the same department nor has similar level
are communicating, it is said to be diagonal communication. It cuts across the levels of
organisational structure.
Advantages of diagonal communication
● It increases organisational effectiveness

● It facilitates organisational change

● It creates integrity and harmony in the organisation
● It helps to speed up the action and save time
Disadvantages of diagonal communication
● It violates the principle of unity of command

● It is an unsystematic manner of communicating.

●

On the basis of Mode of Expression

1. Non Verbal Communication
2. Verbal Communication
Non Verbal Communication
Communication through expressions, gestures or posture is nonverbal communication. It refers
to the flow of information, through facial expressions, tone of voice and other body movements.
In other words, it is a type of communication other than words. It conveys the feeling, emotions,
attitude of a person to another. A person can communicate his feeling to others quickly and
economically by using a non-verbal form of communications. This does not require the use of
words as a person can express his feelings by his body language.
Some important of nonverbal communication are:
● Body Language: Posture, Gesture, Eye Contact, Silence etc.

● Proximity: Space (intimate space, public space), Time, Surroundings etc.

● Para Language: Voice, Volume, Pause, Pitch, Proper stress etc
Advantages of non verbal Communication
● It is reliable source of information

● Message may be conveyed quickly

● It is an economic way of communications
● Itcreates better-understanding
Disadvantages of non verbal Communication
● Expressions and gestures are seen by anyone so it lacks secrecy.

● It creates misunderstanding due to non-understanding of the gestures

● It requires the physical presence of both parties
● Long and detailed message cannot be conveyed
● The meaning of gesture changes according to time and place, thus it is difficult to understand
universally
● There is no written proof in case of any dispute in future.

Verbal Communication
Verbal Communication is an exchange of information by words either written or oral. Verbal
communication consists of speaking, listening, writing, reading etc. It is the most preferred mode
of communication.

It may be of two types of Verbal Communication:

1. Oral Communication
2. Written Communication

Oral Communication
When a message is expressed through spoken words, it may be either through face to face
conversations or with the help of electronic mode such as telephone, cellular phone, etc.
 It may also be in the form of informal conversation, group discussions, meeting etc. It is a more
effective means of exchange of information because the receiver not only hears the message but
also observes the physical gestures of the speaker.
Advantages of oral communication

● Oral communication is useful in providing good leadership

● It provides an opportunity to participate in all the members in decision making
● It saves time and message reach to the receiver very quickly
● It is an economic source of communications
● It is more effective as body language can be observed along with the hearing of the message
● Reaction can be received easily and quickly
● The message can be conveyed clearly because, in case of any confusion, the clarification can be
sought immediately.

Disadvantages of oral communication

● It requires the presence of both parties, i.e. sender and receiver

● The major drawback of this type of communication is lack of proof, thus it has no legal validity
● It is not suitable when the messages are lengthy
● It does not provide sufficient time for thinking before conveying the message
● It involves a high cost if both parties are at distance place
● The message can be distorted.

Written Communication
When opinions are exchanged in written form, rather than by spoken words, it is knows
as written communication.
It may be expressed through charts, pictures and diagrams. It includes newspapers, reports,
letters, circulars magazines etc. While using written communication, words should be select very
carefully because message ones sent can not be altered. it is formal in nature and cannot be
overlooked.
Advantages of written communication

● It provides a future reference: it becomes a permanent record and beneficial for formulating new
policies.
● It is accurate. Mistakes are not likely to occur as it is open for verification and its authenticity
can be checked.
● It does not require the physical presence of both parties.
● It ensures transmission of information in a uniform manner
● It is useful to transmit complex information and it facilitates the assignation of responsibilities
● It usually removes conflicts and misunderstanding
● It facilitates to convey a message to a large number of persons at the same time
● Writtencommunication is acceptable as a legal document.
Disadvantages of written communication

● It is a time and money consuming way of communication

● It lacks secrecy because message passes through various hands, thus, it is said to be a double-
edged weapon
● It is not useful in emergency circumstances

● It has no chance to alter the message ones transmitted

● It is not possible to get immediate feedback
● It becomes unimpressive if drafted poorly
● It may be interpreted in the wrong manner
● It
requires unnecessary formalities.
What are the different forms of communication?

There are different forms of communication, such as

● Verbal communication.
● Non-verbal communication.
● Written communication.
● Listening.
● Visual communication.

Verbal communication

Verbal communication is when we use spoken language to communicate with others. We use
words, phrases, sentences, conversations, etc. in the form of verbal conversations. It can be done
face to face with another person or with a group of people. This can also include telephonic
conversations, skype calls, etc. Many times we use non-verbal communication along with verbal
communication. These include visual cues and body language.

Non-verbal communication

Non-verbal communication includes any other communication that is not verbal such as gestures,
signs, facial expressions, etc. Verbal communication is frequently supplemented by non-verbal
communication. It supplements it. However, it can be used as the sole mode of communication
as well such as sign languages. Using sign language is a form of communication. There are
various sign languages such as:

● Indian Sign Language (ISL)

● British Sign Language(BSL)
● American Sign Language (ASL)
● Australian Sign Language (AUSLAN)

Non-verbal communication also consists of body posture, pointing, eye contact, touch, and
overall movements of the body. It also consists of the tone, pitch, and quality of the voice.

Written communication

This can be in the form of a letter, email, case report, or comment on social media. It can be
handwritten or typed. Some people choose to use written communication as the main
communication form. One good example is a person who uses a high-tech Augmentative &
Alternative Communication device (AAC) to type their communicative messages. Another
example would be of a person whose written modality is preserved after a stroke but the verbal
mode is impaired.

Listening

Active listening is one of the crucial parts of communication. Only when we actively listen can
we meaningfully engage with the person talking to us. If you do not heed to a conversation, it
can get difficult for you to respond appropriately.

Visual communication

Visual communication is a form of communication that takes place with the help of visual aids.
Some of the examples include the following:

● Drawings
● Illustrations
● Colors
● Road Signs.
● Symbols
 ● AAC devices

It is a common form of communication. Visual communication such as signs and symbols can be
useful. An advantage of using visual communication such as signs and symbols is that it is the
most universal form of communication. For example, a red traffic light means “Stop” all over the
world. The meaning of this color is to stop no matter which country you are in. Visual
communication is also easy to comprehend.

With visual communication, there are always a lot of ways to be creative. Many individuals use a
visual mode of communication as the sole form of communication on a daily basis. These
include high or low-tech AAC devices used by children who are non-verbal communicators.
They use signs and symbols by means of pointing at their AAC devices.

Principles of Effective Communication – Language, Clarity, Purpose of

Communication, Physical and Human Setting, Consultation, Content of Message
and a Few Others
The communicator or the sender should observe the following principles for effective
communication in all types of communication:

Principle # 1. Language:

The sender must use simple language and the language should be known to the receiver. Simple language
means using ‘familiar words’ while transmitting the information.

Principle # 2. Clarity:

The message should be transmitted in clear words. There should be unambiguous language. The sender
should give the meaning of words instead of making the words speak for themselves.

Principle # 3. Purpose of Communication:

The basic purpose of any communication is to elicit a behavioural response from the receiver. The next
stage is that the order should be accepted by the subordinate. So, the sender or communicator must make
efforts to achieve the objective of this response.

Principle # 4. Physical and Human Setting:

Physical setting refers to the person to whom the message is communicated. The receiving person may be
an individual, concerned department personnel or organisation as a whole. Human setting refers to the
circumstances under which the message is communicated. So, the communicator or the sender should
bear in mind the circumstances and the receiving persons while communicating the message.

Principle # 5. Consultation:

It is necessary to seek the participation of others in planning a communication. It helps the sender to get
additional insight into and objectivity of the message. Moreover, those who participate and help
communication planning will give active support to you.

Principle # 6. Content of Message:

The communicator should decide his tone of voice with reference to the content of the message.
Sometimes, the communicator may make his voice loud or shrill in order to make the communication
effective.
Principle # 7. Follow-Up Action:

Follow-up action is necessary to find out whether the receiver has understood the message correctly. The
receiver may take some action after receiving the message. The sender should know the type of action
taken by the receiver.

Principle # 8. Time and Opportunity:

The sender should consider the interest and needs of the receiver of message. It helps him to find out the
correct time when the message is to be communicated. In this way, the sender uses the opportunity to
convey the message for enduring and immediate benefits to the receiver.

Principle # 9. Training to the Communicators:

Proper training is essential to the communicators to develop their communication skills. This helps in
increasing the effectiveness of communication considerably.

Principle # 10. Action Support Communication:

The actions or attitudes of the sender should support the message. For example, the sender may raise his
hand to convey the message of ‘stop the work’. So, the actions of the sender should not contradict his
words or message.

Principle # 11. Personnel Co-Operation:

Co-operation of the personnel is necessary to make effective communication. The communication results
in strengthening the business concern through the co-operation of managerial personnel.

Principle # 12. Listening:

Listening is one of the most important tasks of the sender. Here, listening refers to the reactions of the
receiver. The sender must learn to listen with the inner ear. The sender can gather useful information
through listening for further communication. So, the sender should stop talking, because without
stopping the talking, one cannot listen.
Q. What do you understand by Kinesics or Body Language? Body Language / Kinesics: (Non-verbal
communication)

Often the physical movement of the body and their study is known as body language or kinesics. In this
connection Raymond and John rightly remark. To them kinesics “is the way the body communicates
without words, that is, through various movements of its parts”.

No doubt, we express our emotions through words but often the inner states of emotion are expressed
through different parts of the body and their physical movements. We can communicate or send the
message even by nodding the head, blinking the eyes, shrugging our shoulders or waving our hands.
When we study body language, we look at the meaning of symbols that the physical movements of the
body are communicating. Through outward body movements true inner emotions are reflected. For the
expression of these inner body states, the face and eyes, gestures and physical appearance are to be
studied.

For self control, the presenter should pay attention to his body language, for this following parts of
kinesics should be considered:

1) Maintain eye contact

2) Face and eyes

3) Gestures

4) Body shape and posture

5) Appearance

1) Maintain Eye contact: The speaker should maintain a steady eye contact because it is an
effective means of developing rapport with the audience. If the presenter looks at the
audience for a long period of time, it shows his intensity of interest. Eye contact as well
as eye movements indeed help significantly in communicating successfully in oral
communications.
2) Face and eyes: Face is the index of mind. The face, it means, reflects what is going on
inside the speaker. In this context, eyes tell us much more than other facial features.
The facial expressions are associated with happiness, surprise, fear, anger and sadness.
Even eyes, nose, cheeks or forehead express one’s inner goings on. For example, the
eyebrows with upper and lower eyelids raised, giving a wide eyed effect indicate that
the person is excited, surprised or brightened. Similarly if we look at someone or
something for a long period of time, we show our intensity of interest. Eye contact and
eye movements indeed help significantly in getting success in interviews, seminars, or
other face to face oral communications. The interviewee or one who is giving the oral
presentation should keep a pleasant face with a natural tendency to smile. He should
 maintain an open look and also make eye contacts with the interviewer or the members
of the panel
3) Gestures: In addition to the face and eyes, other body parts move and convey meaning.
These movements are known as gestures, the physical movement of arms, legs, hands
and head. For example, if the arms are spread apart, shuffling from one leg to another
and body slightly extended forward, these gestures convey meanings of nervous and
intense. As gestures have meanings so they should be coordinated with proper intensity
of speech. The greater the gesture the louder the speech and vice versa”, comments a
scholar. A presenter while facing the audience is advised to keep positive postures, since
it indicates his positive personality.
4) ) Body shape and posture: A third area of kinesics involves body shape and posture. As
far as body shape is concerned, we can’t do much about it since it is given to us by God.
But with the right posture we can impress the interviewer and the audience. Raymond
and John D refer to the behaviourists who have studied the shapes of our bodies and
have identified three types: 1) The ectomorph – thin youthful and tall. 2) The
mesomorph – strong, athletic, muscular and boney. 3) The endomorph – fat, round and
soft. Indeed physical shape communicates hence let us try to be mesomorphs. But it is
not possible to be mesomorph since genetically either we are ectomorph or
endomorph, then we can win our interviewer or the audience with good posture. A
person with good and appealing body shape but with bad postures and unfavourable
image will communicate a negative message.

5) Appearance: By appearance we mean external appearance in which our dress, jewellery

and make up play a pivotal role. The speaker should consider how others will view him
in relation to how he wants to be seen. He should dress up himself in simple and sober
dress. Thus, kinesics, inclusive of facial expressions, gestures, body shape and posture
will be the part of the messages, the speaker wants to communicate.

Proxemics / Space Language:

In addition to kinesics non verbal communication also includes proxemics which means
the space around us or the distance between the speaker and the listener. Proxemics is
derived from the word proximity which means closeness. Proxemics has a definite
meaning in oral presentation. “Our interaction with the people around us has rather a
well defined or well understood spatial dimensions”, comments KK Sinha. It means the
spatial dimensions or distance between us and other people tell us about our relations
with others and the nature of our communication with them.

Edward T. Hall has given four types of space language, depending on the distance:
1) Intimate Space Language:
2) Personal Space Language
3) Social Space Language
 4) Public Space Language

1. Intimate Space Language: (within the circle of 1.5 feet) Where the speaker and listener
are within the circle of about 18 inches distance. Only family members and the close
friends enter this area.
2. Personal Space Language: (1.5 to 4 feet) Where the speaker and the listener are in the
personal space i.e. from 18 inches to 4 feet and in this circle they can have normal
conversation.
3. Social Space Language: (4 to 12 feet) Here the circle extends from 4 feet to about 12
feet. This social space language is used for formal purposes. Most of the business is
done within this area.
4. Public Space Language: (12 feet to ….) It extends from 12 feet to as far as we can see
and hear. In this large space, communication becomes formal. In it the speaker speaks
at loud pitch so that a large group of the audience can hear him.

Barriers to Effective Communication

Communication is defined as the process by which information is exchanged between
individuals through a system of signs, symbols. The concept of communication involves a
sender, a message and a recipient.
The sender sends the message and the recipient is the receiver of the message. The process of
communication is never smooth as it is affected by the barriers of communication.
Barriers to effective communication can result in confusion which can lead to incorrect
information being conveyed or miscommunication which can lead to loss of business.
Following are some of the barriers to effective communication:
1. Semantic barriers
2. Psychological barriers
3. Organisational barriers
4. Cultural barriers
5. Physical barriers
6. Physiological barriers
Let us study in detail about the various types of barriers to effective communication.
Semantic barriers: Semantic barriers are also known as language barriers. These barriers are
caused due to improper communication between the sender and the receiver. The following
instances of semantic barriers can be witnessed in communication.
Poor quality of message: Message when communicated should be precise and easy to
understand, that makes it easy for the receiver to grasp the information conveyed.
Sometimes, due to the lack of clarity or complexity of the way of providing information from the
sender, there can be a case of semantic barriers.
For e.g. A manager is conversing in English to a group of workers who understand and speak
Bengali. It will create confusion among workers as they will not be able to understand what is
being conveyed by the manager.
Technical language: Language barriers also arise when the sender of the message is speaking in
technical terms while the receiver is unaware of the terms. It creates confusion and
misunderstanding between the sender and receiver by acting as a barrier to effective
communication.
Psychological Barriers: Psychological barriers play an important role in interpersonal
communication as the state of the mind of the sender or the receiver can make it difficult to
understand the information that is conveyed, which often leads to misunderstanding.
Here are some instances where psychological barriers to communication can be seen.
1. Premature evaluation of information by the receiver even before it is transmitted can lead to
barriers in communication, as it will create premature conclusion to the message, which
withholds the original message.
2. Inadequate attention from the receiver’s end at the time of communication can lead to barriers
of communication as the information conveyed by the sender is not properly received by the
receiver.
3. When information is passed within multiple sources, the final information is distorted as the
receivers of the message are not able to retain everything that was conveyed. This can cause
communication barriers.
Organisational barriers: Organisational barriers are those barriers that are caused due to the
structure, rules and regulations present in the organisation. The various types of barriers that can
be encountered due to superior subordinate relationships where the free flow of communication
is not possible.
Sometimes the complexity of organisational structure and multiple managers make it difficult to
convey information properly, and the information gets distorted leading to miscommunication.
Cultural barriers: Cultural barriers are those that arise due to lack of similarities among the
different cultures across the world. A term that can be harmless in one culture can be regarded as
a slang in another culture. Moreover, various beliefs can differ from one culture to another.
Physical barriers: Physical barriers to communication are those that arise due to certain factors
like faulty equipment, noise, closed doors and cabins that cause the information sent from sender
to receiver to become distorted, which results in improper communication.
Physiological barriers: Physiological barriers arise when a sender or the receiver of the
communication is not in a position to express or receive the message with clarity due to some
physiological issues like dyslexia, or nerve disorders that interfere with speech or hearing.