Meaning of Communication

Communication is the process of exchanging

information, ideas, thoughts, feelings, and messages
between individuals or groups through various means
such as spoken or written words, non-verbal cues, and
digital media. It is a fundamental aspect of human
interaction that facilitates understanding, cooperation,
and relationship-building.
Example: When a manager gives instructions to their
team about a new project, they are engaging in
communication. They convey their expectations, the
project timeline, and the roles of each team member to
ensure everyone is on the same page.
Types of Communication
People communicate with each other in a number of ways that depend upon the message
and its context in which it is being sent. Choice of communication channel and your style of
communicating also impacts the communication process.
Types of communication based on the communication channels used are:
1. Verbal Communication
2. Nonverbal Communication

1. Verbal Communication
Verbal communication refers to the form of communication in which message is transmitted
verbally; communication is done by word of mouth and a piece of writing. Objective of every
communication is to have people understand what we are trying to convey. In verbal
communication remember the acronym KISS (keep it short and simple).
When we talk to others, we assume that others understand what we are saying because we
know what COPYRIGHT FIMT 2020 Page 91

we are saying. But this is not the case. Usually people bring their own attitude, perception,
emotions and thoughts about the topic and hence creates barrier in delivering the right
meaning.
So in order to deliver the right message, you must put yourself on the other side of the table
and think from your receiver’s point of view. Would he understand the message? How it
would sound on the other side of the table?
Verbal Communication is further divided into:
 Oral Communication
 Written Communication

Oral Communication
In oral communication, Spoken words are used. It includes face-to-face conversations,
speech, telephonic conversation, video, radio, television, voice over internet. In oral
communication, communication is influence by pitch, volume, speed and clarity of speaking.
Advantages of Oral communication are: It brings quick feedback. In a face-to-face
conversation, by reading facial expression and body language one can guess whether he/she
should trust what’s being said or not.
Disadvantage of oral communication in face-to-face discussion, user is unable to deeply
think about what he is delivering, so this can be counted as a
Written Communication
In written communication, written signs or symbols are used to communicate. A written
message may be printed or hand written. In written communication message can be
transmitted via email, letter, report, memo etc. Message, in written communication, is
influenced by the vocabulary & grammar used, writing style, precision and clarity of the
language used.
Written Communication is most common form of communication being used in business. So,
it is considered core among business skills.
Memos, reports, bulletins, job descriptions, employee manuals, and electronic mail are the
types of written communication used for internal communication. For communicating with
external environment in writing, electronic mail, Internet Web sites, letters, proposals,
telegrams, faxes, postcards, contracts, advertisements, brochures, and news releases are
used.
Advantages of written communication includes: Messages can be edited and revised many
time before it is actually sent. Written communication provides record for every message
sent and can be saved for later study. A written message enables receiver to fully understand
it and send appropriate feedback.
Disadvantages of written communication includes: Unlike oral communication, Written
communication doesn’t bring instant feedback. It takes more time in composing a written
message as compared to word-of-mouth. And number of people struggles for writing ability.
2. Nonverbal Communication
Nonverbal communication is the sending or receiving of wordless messages. We can say that
communication other than oral and written, such as gesture, body language, posture, tone
of voice or facial expressions, is called nonverbal communication. Nonverbal communication
is all about the body language of speaker.
Nonverbal communication helps the receiver in interpreting the message received.
Sometimes nonverbal response contradicts the verbal response which results in distortion of
the message being conveyed.
Nonverbal communication has the following three elements:
Appearance Speaker: clothing, hairstyle, neatness, use of cosmetics COPYRIGHT FIMT 2020
Page 92

Surrounding: room size, lighting, decorations, furnishings

Body Language facial expressions, gestures, postures
Sounds Voice Tone, Volume, intonation

Paralinguistic communication refers to the non-verbal elements of communication that

accompany spoken language and convey meaning. It includes aspects such as:
1. Tone of Voice: The emotional quality or attitude conveyed through voice (e.g.,
friendly, angry, sarcastic).
2. Pitch: The highness or lowness of the voice, which can signal different
emotions or emphasis.
3. Volume: How loud or soft someone speaks, which can indicate urgency,
excitement, or calmness.
4. Speech Rate: The speed at which someone speaks, which can convey
nervousness, excitement, or deliberation.
5. Pauses and Hesitations: Strategic silences or breaks in speech that can
indicate thoughtfulness, uncertainty, or emphasis.

Together, these elements can alter the meaning of a message or provide additional context
to the words being spoken. For instance, the phrase “I’m fine” can mean different things
depending on whether it’s said with a cheerful tone, a flat tone, or a frustrated tone.
Paralinguistic cues play an essential role in communication, often conveying more emotional
or relational information than the words themselves

Types of Communication Based on Purpose and Style i.e. formal and informal
communication
Based on style and purpose, there are two main categories of communication and they both
bears their own characteristics. Communication types based on style and purpose are:
1. Formal Communication
2. Informal Communication

1. Formal Communication
In formal communication, certain rules, conventions and principles are followed while
communicating message. Formal communication occurs in formal and official style. Usually
professional settings, corporate meetings, conferences undergo in formal pattern. In formal
communication, use of slang and foul language is avoided and correct pronunciation is
required. Authority lines are needed to be followed in formal communication.
The communication in which the flow of information is already defined is termed as Formal
Communication. The communication follows a hierarchical chain of command which is
established by the organisation itself. In general, this type of communication is used
exclusively in the workplace, and the employees are bound to follow it while performing
their duties.
2. Informal Communication
Informal communication is done using channels that are in contrast with formal
communication channels. It’s just a casual talk. It is established for societal affiliations of
members in an organization and face-to-face discussions. It happens among friends and
family. In informal communication use of slang words, foul language is not restricted. Usually
informal communication is done orally and using gestures. Informal communication, unlike
formal communication, doesn’t follow authority lines. In an organization, it helps in finding
out staff grievances as people express more when talking informally. Informal
communication helps in building relationships. The communication which does not follow
any pre-defined channel for the transmission of information is known as informal
communication. This type of communication moves freely in all directions, and thus, it is
very quick and rapid. In any organization, this type of communication is very natural as
people interact with each other about their professional life, personal life, and other matter.
Difference between Formal and Informal Communication
It is said very correctly “The very attempt of, not to speak, speaks a lot.”Communication
plays a crucial role in our life, as people interchange their ideas, information, feelings, and
opinions by COPYRIGHT FIMT 2020 Page 96

communicating. Formal communication is one that passes through predefined channels of

communication throughout the organization. On the contrary, Informal communication
refers to the form of communication which flows in every direction, i.e. it moves freely in the
organization. Communication could be verbal – spoken or written, or non-verbal i.e. using
sign language, body movements, facial expressions, gestures, eye contact or even with the
tone of voice.
In an organization, there are two channels of communication – formal communication and
informal communication. People often confuse between these two channels, so here we
have presented an article which explains the difference between formal and informal
communication network.
Cultural Sensitivity: It’s important to be aware of and respectful toward the cultural beliefs,
practices, and traditions of others. Communication should reflect an understanding of
different cultures and avoid making assumptions based on stereotypes or generalizations.
2. Bias-Free Language: Language should avoid reinforcing stereotypes or
assumptions about people based on their race, ethnicity, gender, age, or other
characteristics. Avoid language that is sexist, ageist, or racist, and strive for terms that are
neutral and inclusive.
3. Gender Neutrality: Avoid using gender-specific pronouns when referring to
people in general. Instead of saying “each employee should read his packet,” use “their” or
“his or her” to include all genders. This ensures that both men and women feel equally
included.
4. Respect for Race, Ethnicity, and National Origin: Always use terms that are
currently accepted by members of different racial or ethnic groups. When referring to
people from different backgrounds, use language that respects their identity and culture.
5. Disability Language: When discussing disabilities, always refer to people as
“persons with disabilities,” not as “disabled” or “handicapped.” This emphasizes the person
first, rather than reducing them to a condition or limitation.
6. Age Sensitivity: Treat both younger and older people with equal respect and
avoid language that implies that one age group is superior to another. Everyone, regardless
of age, should be valued equally for their abilities and contributions.
7. Impact on Trust: Language has the power to build or break trust. By using
inclusive, respectful, and accurate language, you demonstrate your trustworthiness, which is
crucial in both personal and professional settings.
8. Avoiding Gender-Specific Phrasing: As you mentioned, avoid using terms like
“he” or “man” in a way that assumes male identity as the default. This not only
misrepresents gender diversity but also creates a biased environment.

By adhering to these principles, you create an atmosphere where everyone feels respected
and included, regardless of their gender, race, ethnicity, or any other characteristic. These
practices are essential for fostering a more inclusive and fair society.
DIRECTION OF COMMUNICATION
Vertical Communication

Figure 1. Downward and upward communication

Vertical communication can be broken down into two categories: downward communication
and upward communication.
Downward Communication
Downward communication is from the higher-ups of the organization to employees lower in
the organizational hierarchy, in a downward direction. It might be a message from the CEO
and CFO to all of their subordinates, their subordinates, and so on. It might be a sticky note
on your desk from your manager. Anything that travels from a higher-ranking member or
group of the organization to a lower-ranking individual is considered downward
organizational communication.
Downward communication might be used to communicate new organizational strategy,
highlight tasks that need to be completed, or they could even be a team meeting run by the
manager of that team. Appropriate channels for these kinds of communication are verbal
exchanges, minutes and agendas of meetings, memos, emails, and even Intranet news
stories.
Upward Communication
Upward communication flows upward from one group to another that is on a higher level on
the organizational hierarchy. Often, this type of communication provides feedback to
organizational leaders about current problems, or even progress on goals.
It’s probably not surprising that “verbal exchanges” are less likely to be found as a common
channel for this kind of communication. It’s certainly fairly common between managers and
their direct subordinates, but less common between a line worker and the CEO. However,
communication is facilitated between the front lines and senior leadership all the time.
Channels for upward communication include not only a town hall forum where employees
could air grievances, but also reports of financial information, project reports, and more.
This kind of communication keeps managers informed about company progress and how
employees feel, and it often provides managers with ideas for improvement.
Horizontal Communication
When communication takes place between people at the same level of the organization, like
between two departments or between two peers, it’s called horizontal (or lateral)
communication. Communication taking place between an organization and its vendors,
suppliers, and clients can also be considered horizontal communication.

Figure 2. Horizontal communication

Even though vertical communication is very effective, horizontal communication is still
needed and encouraged, because it saves time and can be more effective—imagine if you
had to talk to your supervisor every time you wanted to check-in with a coworker!
Additionally, horizontal communication takes place even as vertical information is imparted:
a directive from the senior team permeates through the organization, both by managers
explaining the information to their subordinates and by all of those people discussing and
sharing the information horizontally with their peers.
Not all organizations are set up to facilitate good horizontal communication, though. An
organization with a rigid, bureaucratic structure—like a government organization—
communicates everything based on chain of command, and often horizontal communication
is discouraged. Peer sharing is limited. Conversely, an organic organization—which features a
loose structure and decentralized decision making—would leverage and encourage
horizontal communication.
Horizontal communication sounds like a very desirable feature in an organization and, used
correctly, it is. Departments and people need to talk between themselves, cutting out the
“middle men” of upper management in order to get things done effectively. Unfortunately,
horizontal communication can also undermine the effectiveness of downward
communication, particularly when employees go around or above their superiors to get
things done, or if managers find out after the fact that actions have been taken or decisions
have been made without their knowledge.

Chapter-II

Written and Oral Communication: Brevity, Clarity, Simplicity, Accuracy,

and Appropriateness

Introduction

Communication is an integral part of human interaction, essential for conveying

information, ideas, and emotions. It can be broadly categorized into written and
oral communication. Effective communication hinges on several key principles:
brevity, clarity, simplicity, accuracy, and appropriateness. These principles
ensure that messages are understood as intended, fostering better relationships
and productivity in both personal and professional settings.

Written Communication

Written communication involves the use of written words to convey messages.

It is permanent and can be referenced later, making it crucial for official
documentation, emails, reports, and more.

Brevity in Written Communication

Brevity refers to the use of concise language to convey messages without

unnecessary words. It is essential in written communication to keep the reader
engaged and to convey information efficiently.

Example 1: A concise email update.

 Before: "I am writing to inform you that the meeting that was scheduled
to take place next week on Wednesday has been postponed due to some
unforeseen circumstances that have arisen, and it will now be held on the
following Friday."
 After: "The meeting scheduled for next Wednesday is postponed to the
following Friday due to unforeseen circumstances."

Example 2: A brief project summary.

  Before: "This project involves the development of a new software
application that will be used to manage customer relationships and
improve customer satisfaction by providing tools that can help in tracking
customer interactions, managing customer data, and generating reports."
 After: "This project aims to develop customer relationship management
software to track interactions, manage data, and generate reports."

Example 3: A short memo.

 Before: "This memo serves to inform all employees that starting from
next month, We will be implementing a new policy regarding remote
work. Employees will now be required to submit a weekly report
detailing their work progress, and managers will review these reports to
ensure that all remote work is being conducted efficiently and
effectively."
 After: "Starting next month, employees must submit weekly progress
reports for manager review to ensure efficient remote work."

Clarity in Written Communication

Clarity involves using clear and precise language to avoid misunderstandings. It

ensures that the reader comprehends the message exactly as intended.

Example 1: Clear instructions.

 Before: "When you get the chance, can you look into the system and see
if there are any issues with the new update?"
 After: "Please check the system for issues with the new update by end of
day tomorrow."

Example 2: Clear meeting agenda.

 Before: "We'll talk about various things related to the project, including
timelines, budgets, and resource allocation."
 After: "Agenda: 1) Project timelines, 2) Budget review, 3) Resource
allocation."

Example 3: Clear report findings.

 Before: "The results of the survey were kind of mixed, with some people
liking the new product and others not so much."
 After: "Survey results: 60% of respondents liked the new product, while
40% expressed dissatisfaction."
Simplicity in Written Communication

Simplicity involves using straightforward language that is easy to understand. It

avoids jargon and complex sentences, making the message accessible to a
broader audience.

Example 1: Simple email announcement.

 Before: "We are pleased to announce the commencement of a new

initiative aimed at optimizing our operational workflows and enhancing
productivity across various departments."
 After: "We are starting a new initiative to improve workflows and boost
productivity in all departments."

Example 2: Simple project proposal.

 Before: "The proposed project entails the integration of advanced

technological solutions to streamline existing processes and augment
efficiency levels."
 After: "The project will use new technology to make our processes more
efficient."

Example 3: Simple user guide.

 Before: "To initiate the process, the user must first ascertain that the
system is adequately powered and then proceed to engage the primary
activation mechanism."
 After: "First, make sure the system is on. Then, press the start button."

Accuracy in Written Communication

Accuracy involves ensuring that all information is correct and free from errors.
It enhances credibility and prevents confusion.

Example 1: Accurate report data.

 Before: "Our sales increased by about 20% last quarter."

 After: "Our sales increased by 18.7% last quarter."

Example 2: Accurate meeting minutes.

 Before: "The meeting started around 10 AM and ended after 12 PM."

 After: "The meeting started at 10:05 AM and ended at 12:15 PM."
Example 3: Accurate email response.

 Before: "I think the deadline is sometime next week."

 After: "The deadline is next Thursday, July 22nd."

Appropriateness in Written Communication

Appropriateness involves using language, tone, and style suitable for the
audience and context. It ensures that the message is received well and achieves
its intended purpose.

Example 1: Appropriate tone in a complaint letter.

 Before: "I am extremely frustrated with your service, and it has been
nothing but a nightmare dealing with your company."
 After: "I am concerned about the issues with your service and hope to
find a resolution soon."

Example 2: Appropriate language in a business proposal.

 Before: "This plan is going to blow your mind with how awesome it is!"
 After: "This plan offers significant improvements and potential benefits."

Example 3: Appropriate style in a formal report.

 Before: "We gotta fix these problems ASAP or we're gonna be in big
trouble."
 After: "Addressing these issues promptly is crucial to avoid significant
challenges."

Oral Communication

Oral communication involves the use of spoken words to convey messages. It is

dynamic and can include face-to-face conversations, phone calls, presentations,
and more.

Brevity in Oral Communication

Brevity in oral communication involves delivering messages in a concise

manner, avoiding unnecessary details that can distract from the main point.

Example 1: Brief meeting updates.

  Before: "I wanted to discuss the new project timeline. So, we initially
thought we could start next month, but then we realized there might be
some delays because we need approval from the higher-ups. But if
everything goes well, we might still be on track."
 After: "The new project timeline is pending approval. We aim to start
next month if approved."

Example 2: Concise phone conversation.

 Before: "Hi, I was just calling to talk about the upcoming event. I wanted
to see if you had any thoughts on the scheduling because we were
thinking maybe we could shift it a bit later in the day to accommodate
more people."
 After: "Hi, can we reschedule the event to later in the day to
accommodate more attendees?"

Example 3: Succinct presentation points.

 Before: "Today, I'm going to talk about our sales performance for the last
quarter. We've seen some good numbers, and there have been some
fluctuations. We had a few issues, but overall, it looks promising."
 After: "Last quarter, our sales performance improved by 18%, despite
minor fluctuations."

Clarity in Oral Communication

Clarity in oral communication involves speaking clearly and precisely to ensure

the listener understands the message.

Example 1: Clear instructions in a team meeting.

 Before: "Can you guys handle the new task and make sure everything is
done properly?"
 After: "Please complete the new task by Friday and ensure all data is
accurately entered into the system."

Example 2: Clear customer service response.

 Before: "Well, your order should be on its way, but there might be a
delay, so just keep an eye out."
 After: "Your order will arrive by Friday. There might be a slight delay due
to shipping issues."

Example 3: Clear feedback in a performance review.

  Before: "You've been doing pretty well, but there are some areas where
you could improve."
 After: "Your performance is strong in project management, but you need
to improve your time management skills."

Simplicity in Oral Communication

Simplicity in oral communication involves using straightforward language that

is easy to understand, avoiding jargon and complex terms.

Example 1: Simple explanation in a training session.

 Before: "This software integrates various functionalities to facilitate a

streamlined workflow for data management and analytics."
 After: "This software helps you manage and analyze data easily."

Example 2: Simple instructions over the phone.

 Before: "To ensure optimal performance, periodically verify the

connectivity and functionality of the device."
 After: "Check the device regularly to make sure it's working properly."

Example 3: Simple guidance in a customer interaction.

 Before: "Utilize the application to enhance user experience through

streamlined navigation and efficient task execution."
 After: "Use the app to make navigation and tasks easier."

Accuracy in Oral Communication

Accuracy in oral communication involves ensuring that all spoken information

is correct and free from errors.

Example 1: Accurate information in a client meeting.

 Before: "We should be able to deliver the project in about two months."
 After: "We will deliver the project by September 15th."

Example 2: Accurate details in a sales pitch.

 Before: "Our product can probably increase efficiency by up to 50%."

 After: "Our product increases efficiency by 47% based on recent studies."

Example 3: Accurate data in a presentation.

  Before: "We've seen a significant increase in user engagement recently."
 After: "User engagement increased by 25% in the last quarter."

Appropriateness in Oral Communication

Appropriateness in oral communication involves using language, tone, and style

suitable for the audience and context, ensuring the message is well-received.

Example 1: Appropriate tone in a team meeting.

 Before: "I can't believe how badly this was handled. It's a complete
mess!"
 After: "We encountered some challenges, but let's focus on how we can
improve moving forward."

Example 2: Appropriate language in a customer call.

 Before: "You're wrong about how this product works."

 After: "Let me explain how this product works to clarify any
misunderstandings."

Example 3: Appropriate style in a professional presentation.

 Before: "This idea is super cool and will totally blow everyone away!"
 After: "This innovative idea has significant potential to impact our
business positively."

Conclusion

Mastering the principles of brevity, clarity, simplicity, accuracy, and

appropriateness in both written and oral communication is essential for
effective information exchange. Whether conveying messages through emails,
reports, phone calls, or presentations, adhering to these principles ensures that
the communication is efficient, understandable, and well-received. By focusing
on these aspects, individuals and organizations can enhance their
communication skills, leading to better relationships and increased productivity