CHAPTER: 8

“COMMUNICATION”

Definition:
Communication is the process of transferring and understanding meaning between people.
Key Points:
 Transfer ensures the message reaches the receiver in a form they can interpret.
 Understanding does not mean agreement; it means the message was clear.

Types of Communication
1. Interpersonal Communication:
o Communication between two or more people.
o Example: A manager discussing tasks with an employee.
2. Organizational Communication:
o Patterns, systems, and networks of communication within an organization.
o Example: A company-wide email about policy changes.

Functions of Communication
1. Control:
 Helps maintain order and authority over processes.
 Example: Managers setting deadlines or rules to regulate employee actions.
2. Motivation:
 Inspires people to work hard and achieve goals.
 Example: A leader appreciating employees’ efforts to encourage them to perform
even better.
3. Information:
 Sharing knowledge to help in decision-making.
 Example: A company sharing customer feedback with the product development
team.
4. Emotional Expressions:
 Helps people share their feelings formally (e.g., reports) or informally (e.g., casual
chats).
 Example: Employees sharing their concerns during a team meeting.

Interpersonal Communication Process

The exchange of messages between two or more people using a structured process.
 Message: What the sender wants to communicate.
 Encoding: Converting the message into symbols (words, visuals).
 Channel: The medium (email, face-to-face, etc.).
 Decoding: Receiver interprets the message.
 Feedback: Receiver’s response to the message.
  Noise: Any disturbance that disrupts understanding.
 Example: A manager explains a task (message) in a meeting (channel). If the employees
face distractions (noise), they might misinterpret the instructions, requiring clarification
(feedback).

Interpersonal Communication Methods

Communication between two or more people to exchange ideas or share messages.
Methods:
1. Face-to-Face: Talking directly to someone. Example: Job interviews.
2. Telephone: For quick conversations. Example: Calling a colleague to confirm details.
3. Group Meetings: Team discussions for planning. Example: Weekly project updates.
4. Formal Presentations: Sharing detailed information formally. Example: Client
presentations.
5. Memos: Written instructions. Example: Announcing office rules.
6. Traditional Mail: Sending official letters. Example: Delivering legal notices.
7. Fax Machines: Sending printed documents. Example: Sharing contracts.
8. Employee Publications: Newsletters for updates. Example: Monthly employee
achievements.
9. Bulletin Boards: Notices for everyone to see. Example: Upcoming holidays.
10. Audio and Video Tapes: Pre-recorded messages. Example: Training videos.
11. Hotlines: For urgent queries. Example: Employee complaint hotline.
12. Email: Quick and cost-effective communication. Example: Sharing meeting agendas.
 13. Computer Conferencing: Online group discussions. Example: Team updates through
Slack.
14. Voice Mail: Recording and listening to messages. Example: Missed call updates.
15. Teleconferences: Group calls over the phone. Example: Monthly remote team meetings.
16. Videoconferences: Virtual face-to-face meetings. Example: Zoom meetings for remote
teams.

Evaluating Communication Methods

Comparing how effective different communication methods are.
1. Feedback: How easily responses can be received. Example: Face-to-face offers
immediate feedback.
2. Complexity Capacity: Can handle simple or complex messages. Example: Reports for
detailed analysis.
3. Breadth Potential: How widely information can be shared. Example: Emails for mass
communication.
4. Confidentiality: Ensures privacy. Example: One-on-one meetings for sensitive topics.
5. Encoding Ease: How simple it is to frame messages. Example: Verbal communication
is easier than writing.
6. Decoding Ease: How easy it is to understand. Example: Charts simplify complex data.
7. Time-Space Constraints: How much time and location flexibility is needed. Example:
Emails allow communication anytime.
8. Cost: Expense involved in the method. Example: Traditional mail is costlier than email.
9. Interpersonal Warmth: Personal connection in the method. Example: Video calls feel
more engaging than texts.
10. Formality: Professional tone required. Example: Reports are formal, while texts are
casual.
11. Scanability: Ability to review messages later. Example: Emails can be stored and
searched.
12. Time Consumption: The effort and time required. Example: Presentations take more
time than phone calls.

Verbal and Non-Verbal Communication

1. Verbal Communication:
Using spoken or written words to convey a message.
Example: Giving instructions during a meeting.
2. Non-Verbal Communication:
Communicating without words through body language, expressions, or tone.
Key Types:
 Gestures: Using hands to explain something.
 Facial Expressions: Smiling to show agreement.
 Tone/Intonation: The way you say words to show emotions.
Communication Barriers
Problems that stop messages from being understood clearly.
Types:
1. Filtering: Changing information to make it look better.
 Example: An employee hiding negative feedback from the boss.
2. Defensiveness: Feeling attacked and not listening properly.
 Example: Misunderstanding a suggestion as criticism.
3. Emotions: Strong feelings affecting understanding.
 Example: Misunderstanding a message when angry.
4. Information Overload: Too much information at once.
 Example: Receiving 50 emails in one day and missing an important one.
5. Language: Using jargon or complicated words.
 Example: A technical report full of industry-specific terms.
6. Cultural Differences: Different communication styles in different cultures.
 Example: A formal email in one culture may feel rude in another.

Overcoming Barriers
 Use feedback to confirm understanding.
 Simplify language to make messages clear.
 Listen actively by paying full attention.
 Manage emotions during communication.
 Be mindful of non-verbal cues.

Table: Barriers and Solutions

BARRIER SOLUTION
DEFENSIVENESS Stay open-minded and listen fully.

FILTERING Be transparent with all information.

EMOTIONS Stay calm and focus on facts.

INFORMATION OVERLOAD Share key points in smaller portions.

LANGUAGE Use simple, clear language.

CULTURAL DIFFERENCES Respect and adapt to other cultures.

Active Listening Behaviors
Fully focusing on the speaker to understand their message. It prevents misunderstandings, builds
trust, and improves communication.
1. Don’t interrupt the speaker.
2. Make eye contact to show focus.
3. Paraphrase what was said for clarity.
4. Exhibit positive facial expressions and nods.
5. Avoid distractions like using a phone.
6. Empathize with the speaker’s feelings.
7. Ask questions for more understanding.
8. Avoid overtalking and let the speaker finish.

Types of Organizational Communication

1. Formal Communication: Follows the official chain of command.
 Example: An email from the CEO about company policies.
2. Informal Communication: Happens outside formal structures.
 Example: Employees sharing ideas during lunch.

Communication Flow
 Downward: From managers to employees (e.g., instructions).
 Upward: From employees to managers (e.g., feedback).
 Lateral: Between employees at the same level (e.g., collaboration).
 Diagonal: Across different levels and areas (e.g., interdepartmental meetings).

Communication Networks
1. Chain Network: Messages flow in a specific order.
 Example: A manager gives instructions to a team leader, who then informs the team.
2. Wheel Network: A central figure communicates with everyone.
 Example: A project leader giving updates to all team members.
3. All-Channel Network: Everyone communicates freely with everyone.
 Example: A brainstorming session where all team members share ideas.