ELEMENTS OF COMMUNICATION PROCESS O

Communication process is concerned with sharing and understanding of

information. It consists of a few elements explained below :
1. Sender
The communication process starts with the sender, the person or group who wants to
transmit the message to another person or group. He is not interested in the words, date
or symbols themselves but uses them for conveying meaning to others.
2. Message
The physical form of the idea of information conveyed which can be understood
through receiver's sensory receptors (hearing, seeing, smelling, feeling, touching).
Messages are not the meanings but indicative of meanings. Meaning lies in the receiver's
Basics of Business Communication 1.7

mind not in the message. For example, a manager reminds a worker about a deadline
with an intention tocooperate but the worker interprets it as an indicator of annoyance.
3. Encoding
Bncoding is putting the meaning of the message into appropriate words, symbols,
gestures or other form of expression for the purpose of sending an intentional message.
4. Channel
Channel or medium is the method or vehicle used to transmit the message. For
business communication, commonly used channels are telephones, letters, memos, E
mail, etc.
5. Receiver
The person or group who perceives the message and attaches some mneaning to the
message, is the receiver. In the reasonably good communication situation, the intended
message is received by the receiver. But in imperfect situation, it is possible that the
delivered written message may be buried under heaps of paper lying on the recipient's
desk, or oral message may be forgotten by the listener. By definition, if there is no
receiver, there is no communication.
6. Decoding
Even if message is received, it is possible that it is not understood in the same sense
and spirit, as the sender intended it to be, because the receiver decodes it differently.
Decoding means attaching meaning to the message. Meanings are already in the
with
receiver's mind, not in the message. "The more the sender's message commensurate
will be.
the receiver's understanding, the more effective the communication
7. Feedback
the receiver
Feedback is the reversal of the communication process in which
or reaction may be smiles,
expresses the response to the sender'S message. The response
explanation or affirmation.
sighs, or may be asking gquestion or calling frther
MIINIATION PROCESS MODELS
2.2 Basic Forms of Communication

ONE WAY COMMUNICATION AND TWO WAY COMMUNICATION

(A)One way communication
One way communication is characterized by absence of feedback from the receiver to
the sender, Here role of the sender and the receiver are isolated, not interdependent. The
sender conveys the messago and the receiver has to make out the meaning on his own ao
there is no scope for checlk back. The news reader reading news on television set or radio
the speaker reading out a pre-planned message to the audience etc. are the examples of
One may communication.

Advantages
One-way communication offers the following advantages:
1. It is time saving as large amount of information can be
conveyed in better way.
2. It permits the sender (speaker or writer) to express to his
of level best as his flow
thought is hardly interrupted in the process.
3. It also permits the receiver to take the
information according to his interest.
4. It is more effective in mass
communication.
Problems
However, one-way communication suffers from certain problems :
1. Sometimes the message does not get
listen or understand. transmitted due to receiver's inability to
2. Misunderstandings are rules than exception as the transmitted
clarified. message is not
3. These misunderstandings further bread negative emotions and adversely affect
the human relations.
The effectiveness of one-way communication largely
depends upon the
Speaker's inferential ability to judge the level of the knowledgefollowing
of
factors:
likings and interests, cultural backgrounds etc. audience, their
Receiver's listening skill and attentiveness.
Speaker's ability to speak clearly and effectively.
(B) Twoway Communication
Two way communication involves active feed-back from the
ensure that the receiver has understood the receiver to the sender to
message in same sense and spirit that
sender intends to convey. The examples of two way
group discussions, face-to-face interviews, telephoniccommunication
talks, etc. are interactive talks,
Advantages
1. Two way communication ensures that
message is transferred with transmission ofcommunication takes place as the
2. Misunderstandings can be removed with understanding.
3. It helps to make conducive and creative
immediate clarification.
environment of communication.
Problems
1. Two-way communication requires more time
and energy.
2. It sometimes generates more heat than
light if the persons are not ready to
interact with open mind.
Basic Forms of Communication 2.3

3. It may lead to gossips and useless tallks when the persons do not communicate
purposefully.
The effectiveness of two-way communication depends upon :
Conducive and creative environment of mutual trust and respect amnong different.
person.
Speaker's ability to think and speak clearly.
Listener's ability to listen empathically.
VERBAL AND NON-VERBAL COMMUNICATION
(A) Verbal Communication
Verbal communication is communication through spoken and written words. There
are two types of verbal communication: Oral and written.
Oral communication may be face to face talks, telephonic talk8, video
conferencing talks, ete.
Written communication can take the forms of letters, memos, reports, etc..
Advantages
1. It permits diversity of the message as one can express different things and
experiences through the medium of written or oral language.
2. Oral communication provides the distinct advantages like speed, effective
impact on listener, immediateclassification etc.
3. Group communication is possible due to oral communication.
4. Large amount of information can be expressed through written or spoken
message.
5. Records of communication can be kept and the message can be drafted
accurately.
Problem
1. Verbal communication is difficult among persons from different cultures,
countries and creeds. Due to differences in their languages, communication does
not take place.
2. It COnsumes more energy as Compared to spontaneous non-verbal
communication.
3. Words of any language are sometimes insufficient to communicate the
experiences, especially mystical.
(B) Non-verbal Communication
Non-verbal communication means transmission of meaning other than oral or
written words, This transmission can be through facial expressions, body postures, eye
contacts, clothing, silence ete. Unlike verbal communication which is conscious and
deliberate, non-verbal communication is usually instinctive and spontaneous. Studies
reveal that more than 65% of the human communication is through non-verbal clues
than through written or spoken words.
Advantages
1. Non-verbal communication is more suitable when persons communicating are
not understanding each other's language.
 2.4 Basic Forms of Communication
2. It consumes lesser time and energy to communicate.
3. It enhances the impact of the spoken message.
4. It is more suitable for communicating inexpressible experiences. Silence is vermy
important means of communication especially when one ascends higher level of
consciousness.
5. It enhances the impact of the spoken message.
Problems
1. It lacks versatility as is prevalent in verbal communication.
2. It is not suitable when two persons are sitting in
2020 3. It may lead to ambiguity in
different places.
understanding the message.
FORMAL COMMUNICATION AND INFORMAL
(A) Formal Communication
COMMUNI-CATION
Formal communication is communication
structured on the basis of hierarchy,
authority and accountability. Departmental meetings,
news, interviewS, etc. are examples of formal conferences, circulars, company
communication.
uniformity in dissemination of information and to ensure This is designed to ensure
Downward, Upward or Lateral. Upward communication isaccountability. This may be
sending of
subordinate to superiors. Downward communication refers to the flow message from
from superior to subordinate in the organization hierarchy. Lateral is the of information
of message among colleagues. The
advantage of formal communication are horizontal
:
flow
Advantages
1. It passes through line and
of authority as well as authority and consequently ensures the maintenance
2. It helps to develop accountability the executives in charge.
of
intimate relations between immediate boss and his
subordinates.
3. It ensures
authenticity and genuineness of the matter communicated because of
responsibility of the person involved.
4. It keeps uniformity in the
Problems
dissemination of information.
1, It increases the
workload of various managers as all
transmitted through them. communications are to be
2. It widens the
lower level. Ascommunication gap between top executives and
a result, it adversely employees at the
3. It dilutes the affects their
relationships.
accuracy
the middle level.
of the message when
filtering and coloring take place at
4. It encourages the
information by bosstendencies
of red tapism, delay
for causing tactics and suppressing of
(B) Informal Communication unnecessary harasSment to the
subordinate.
Informal communication takes place outside the
notu0rk or chaILnel. Unlike formal communication which formally prescribed and planned
documented ; it is spontaneous and off the records and is deliberately created or
hierarchy. It has no set rules and reglationg and no beyond organizational
Grapevine. particular direction. It is also called
Basic Forms of Communication 2.5

Advantages
1 Compared with formal communication network, information flows at faster
speed in spontaneous way in this type of communication. Through this, certain
formal messages can be confirmed, expanded and expedited.
9. Informal communication is multidirectional, as a result, it can flow to any
direction and degree, with no constraint whereas hierarchical constraints are
imposed on the formal network. Because of these advantages there is easy and
economical access of communication to large number of employees in the
organization.
9. Informal communication strengthens the social dimensions of the organization
as it provides platform for employees' social gatherings not only in organization
but outside the organization also.
4. Informal communication is cathartic as it enables the employees to discharge
their negative emotions and feel relieved through talking and meeting each
other.
5: Informal communication can sometimes help to bypass official channels which
are unnecessarily cumbersome and time consuming.
6. Informal communication supplements the formal communication. There are
certain matters which are difficult to communicate through formal channels,
like feelings of employees towards executives either general or particular with
regard to certain decision.
Problems
1. It usually happens that informal communication carries half-truths, rumors,
false and fabricated stories, etc. Because of lack of their accuracy and
authenticity, they misinform employees or executives or even mislead them.
2. The chances of distortion of the message are very high as every person hearing
the message tries to add, subtract, mold or colour the message according to his
whims and wishes. As a result the original communication is lost in the maze of
different opinions.
3. Rumors, distorted messages, gossips etc. create misunderstandings among
employees and adversely affect their.relations. Sometimes executives take
decisions based on wrong feedback or sometimes employees unnecessaily react
to certain management decision because of their wrong presumptions and
prejudices.
4. In formal communication responsibility for misinformation or misleading facts
can be pinpointed. This is no responsibility in case of informal communication.
INTRAPERSONAL AND INTERPERSONAL COMMUNICATION
(A) Intrapersonal communication
Intrapersonal communication is internal dialogue occurring within the mind of an
individual.
the
It may be clear or confused, depending upon the individual's state of mind. If
individual's mind is in trouble and turmoil, the message will be unclear, vague and
confused. On the other hand, if his mind is silent and still, the internal dialogue will
Decome clear and perceptions of the individual will be more wide and broad. To convey a
Message in an effective way with desired effect, it is essential that intra-personal
2.6 Basic Forms of Communication

ommunication should be clear. For this, it is imperative that individual's mìnd should
be silent and still and the individual should be more aware, alert and alive to know the
depth of message occurring in his conscious and unconscious crust of mind.
(B) Interpersonal communication
Interpersonal communication is communication among two or more persons. It is an
important element of the organization. On an average, half or more them of executives
and employees in spent in interpersonal communication.
Other Forms
(a) Group Communication
Group communication is an extension of interpersonal communication. A group is an
association of two or more persons who interact with each other in such a way that
each influences the other. Group may be formal such as committees, board of
quality circles, teams, etc. which are formed intentionally or voluntarily to achievedirectors
specific
goals or norms. Inforimal groups are groups which eimerge
deliberate design to meet social needs. spontaneously without
(b) Public Communication
Public communication involves speech by one person to a large
is one way communication as the speaker gives group ata time. This
only. Political leaders, religious preachers, trade unionspeech and the audience listens
leaders, etc dealing with groups
grouns
of people have to deliver speech to large assembly or gathering.
(c) Mass Communication
Mass communication, the extension of public communication, is the process of
communicating to the public at large through mass medias such as television, internet
films, publications, etc. It plays pivotal role in boosting the image of the busineee
organization and attracting the customers. But it requires heavy investment.