.

Influencing others
.To establish, acknowledge or
Basic maintain links or relations with other
people.

Communicatio Importance

n Effective communication plays a vital

role in the life of an individual as well as
business organization. All the activities of
an organization are run and controlled
Definition and Importance through communication. The workers of
organization exchange information, make
The word Communication has been rules, discuss ideas and make
derived from a Latin word “communis” agreements. All the services are delivered
which means to exchange or share. In through communication.
general terms we use the word for In the modern world there is hard
exchanging the ideas or information competition among businesses. New
between two persons or parties. We pass techniques and concepts are being
our message across. Communication may adopted. The importance of effective
be defined as the exchange of ideas, communication skill is increasing day by
views, understandings, facts, opinions or day. Students of the subject are being
emotions between two or more persons taught the skills of effective oral
through any source of means. communication, letters, memos and
Communication is a two way process of reports. They are taught effective and
sending and receiving information or some objective writing.
message. Communication is the process of Effective communication is a valuable
transmitting and receiving verbal and non- job requirement. In numerous surveys,
verbal messages .The word communication business executives have ranked
means the act or process of giving or communication in first position besides
exchanging information, signals, or other factors required for key posts and
messages as by talk, gestures, or writing. promotions in an organization. So, our
Technically speaking, in the act of ability to communicate is, in fact our
communication, we make opinions, trademark. The memos, letters and
feelings, information, which are known or reports we write, demonstrate our ability to
understood by others through speech, communicate. Effective communication
writing or bodily movement. Verbal will project our favorable image as well as
message can be in written form as letter, promote the business.
memo, and report; or in oral form as The world has become a global
conversation, speech, and interview. village. We are able to convey our
message or ideas across the world very
The purpose of any given easily. The use of effective communication
communication may be: provides unlimited opportunities for
expansion in business.
. To initiate some action To sum up, good communication
. Expressing needs and opens new opportunities each day in our
requirements life. It is like a life-blood for business
. Persuading and motivating organization.
others to carry out the desired course of Flow of Communication
action External and Internal communication
. To impart information, ideals,
attitudes, beliefs or feelings Message delivered to people outside
. Creating awareness the organization is called external
. Creating understanding communication. External communication
covers how to communicate with those
outside the organization. It includes the The discussion about certain tasks within
communications to and from customers the same rank of employees in an
and business partners. This may be with organization is called Lateral or
the public, employers, community Horizontal communication. It provides
organizations, local authorities, job an atmosphere of coordination and
centers, careers offices, funding bodies, cooperation among peers and colleagues
specialist agencies and other training in the organization.
providers. Letters, pamphlets, annual
reports, interviews with the news media Verbal and Nonverbal
are communicated outside. Any of these
forms is used to communicate externally Communication
which depends on the needs of the Verbal communication is the
context. act of communication by using a
language or words. Examples of
Internal communication involves the this include using different forms of
communication that exists within a language i.e., written, voice, sign
company and can take many forms. Key language.
to the success of an organization is Nonverbal communication
communication from within. consists of that part of a message
Communication within an organization that is not encoded in words.
takes place in downward, upward, and Nonverbal communication is
lateral directions. usually understood as the process
of communication through sending
Downward communication is from upper and receiving wordless (mostly
to lower staff. The commands or visual) messages.
instructions flow from higher level to the The nonverbal aspects of
lower level for execution. The communication are so closely
communication goes from the executives intermingled with the verbal that it
to the subordinates. Organizational is difficult to separate them. People
decisions are made at top level and then receiving verbal and non-verbal
flow down to the people who apply them. messages combine them with the
When employees receive appropriate context in which the
downward communication from the communication takes place and
management, they become motivated and interpret the total message.
more efficient. They need clear job According to experts words play a
directions, safety rules, facts about minor role in communication and
organizational strategy and viewpoints on 60% to 90% of a message consists
important controversial issues. of a nonverbal part. The facial
The information conveyed from lower expressions, gestures, style, voice
rank of employees to the upper rank is etc. convey and say many things.
called upward communication. Upward Nonverbal communication
communication is from bottom to up. The reinforces the effect of verbal
lower staff submits their points and views communication. In fact we can only
to the upper staff about various problems. get the full message by combining
To solve problems and make intelligent the two. Context plays an
decision managers need to know as to important role in nonverbal
what is going on in the organization. communication.
Upward internal communication is also Types of nonverbal
very important. Many executives want communication:
comments from employees in addition to We have the following three
the usual periodic reports. Successful types of nonverbal communication:
managers listen carefully to opinions, 1. Appearance 2. Body language
complaints, problems, and suggestions. 3. Silence, Time and space
 Appearance conveys
nonverbal impressions that affects Some of the above nonverbal
reader’s attitude towards a verbal means are personal which differ
message even before they hear or from person to person. It includes
read them. The appearance of an our subjective qualities or peculiar
envelope, its size, color, and habits and reflexes.
weight convey so many things Some others are common to a
before opening it. The appearance particular society as their traditions
of the speaker, his clothing, hair and customs and apply to the
style, age, status says many whole community.
things. The appearance of good or And also some are universal
bad surroundings affects the which are shared by all human
message. beings. For example everybody
The Body Language is our likes smiles and that love is
facial expressions, gestures, body responded with love.
movements, smell, touch and Some of the nonverbal
voice. A traffic police controls the communication is unrelated to the
traffic through his gestures and message and have no effect on
body movements. The eyes and the overall message. For example
face are very helpful means of natural sneezing, coughing and
communicating nonverbally. Body some body movements.
language and gestures may differ
from one culture to another.
Various fragrances and odours
Importance of Nonverbal
many times affect the reaction of communication:
the receiver. Touching people can The nonverbal part of the
communicate friendship, love and message tends to be less
approval. The voice quality and conscious and often reveals the
extra sounds we produce while sender’s feelings more
talking is nonverbal communication spontaneously and honestly than
called paralanguage. It includes the verbal part. If the verbal
voice volume, pitch, tone, message does not match the
frequency, articulation and throat nonverbal communication, people
clearing. A loud voice may tend to believe the nonverbal
communicate urgency and message.
emergency while soft voice The nonverbal means of
conveys calmness. communication are genuine and
natural. Therefore it can convey
Silence, time and space can very easily our emotions like grief,
communicate more than we can anger, surprise, pleasure etc. as
expect. Consider a silence from a compared to verbal form. For the
person to whom you have made a reason nonverbal communication
written or oral request. It may could be relied upon as they have
mean that he is refusing your the spontaneity, truth and
request. Or that he is too busy or originality.
too rude. If an employee comes The verbal and nonverbal
late to his duty, it communicates communication goes hand in hand.
that he is not serious in his job. We In other words our expressions go
come close to friends while talking with words, and deliver the desired
but we remain at a distance while effects. So the overall effects of
talking to our elders or strangers. the message in enhanced.
Much space is required if the The communication through
number of audience increases. nonverbal means is much easier
Personal space varies according to as compared to verbal.
Gender, Status and Culture.
 The message delivered The receiver / decoder of the message are
though nonverbal means is best the reader or listener. He may be
remembered. influenced by the context and by the
The Process of external and internal stimuli. The receiver
receives messages through the eyes and
Communication or the ears but is also influenced by nonverbal
Elements /Components of factors such as environment, physical
appearance, body movements, voice
Communication quality, touch, taste, and smell.
Communication is a process of 5. Channel or Medium:
transmitting and receiving verbal and It means the way by which a
nonverbal messages. Communication is message is communicated. We can
considered effective when it achieves the choose electronic mail, the printed word or
desired response from the receiver. It is a a sound . The choice of medium is
two way process of exchanging ideas and affected by the relationship between the
information. In this process there are six sender and the receiver. The urgency of a
elements involved which are discussed message can also be a factor in whether
below: to use the written or spoken medium. You
1. Context: may also consider factors such as
Every message whether written or oral, importance, number of receivers, costs
begins with context. Context means and amount of information; you must also
background knowledge or relevant consider which medium is preferred in the
information about a situation. Before receiver’s culture. Some of the common
delivering any message, it is important media of communication are: Direct
that we should have information about the person to person, communication through
culture, country, religion and tradition of a messenger, telephonic conversation,
an individual, groups or organizations. letters, circulars, memos, telegrams, telex,
One must also have some knowledge of E-mail and internet.
likes and dislikes, opinions, mental ability 6. Feedback:
and job status of people while delivering Feedback is the process of ensuring
any message. that the receiver has received the
message and understood it in the same
2. Sender/ Encoder: sense as the sender meant it. Only then
The writer or speaker of a message is can we expect a response to our
called Encoder. A message is encoded in message. The response may be in the
the symbols which may be in the form of form of written or oral message an action
words or gestures. We decide which or simply silence. It is added that
symbols convey our message best. We Feedback and response are two different
frame our message in such a way that the things. If the receiver has correctly
receiver understands it easily and fully as understood our message, it means we
we desire. have effectively communicated.
3. Message:
Message is the most important part of
communication process. It consists of both
verbal (written or spoken) symbols and
nonverbal symbols. It conveys the
information from sender to the receiver.
While composing a message both context
and the receiver are kept in mind. A basic
principle of communication is that the
symbols the sender uses to communicate
messages must have the same meaning
in both the sender’s and receiver’s minds.
4. Receiver/ Decoder: