Business Communication

Communication
The word communication has been derived from the Latin word 'communis' that means common. However, communication incorporates, besides commonality, the concepts of transfer, meaning and information. The communication can be defined as the process through which two or more persons come to exchange ideas and understanding among them.

How do we define communication?

"Communication is something so simple and difficult that we can never put it in simple words," T.S. Mathews. Communication is the process by which information is transmitted between individuals and / or organizations so that an understanding response results. Peter Little Communication is an exchange of facts, ideas, opinions, or emotions by two or more persons. W.H. Newman and C.F. Summer Jr:

What is Managerial Communication

Managerial communication is a process which involves the transmission and accurate replication of ideas ensured by feedback for the purpose of eliciting actions which will accomplish organizational goals. This definition highlights four imperative points: 1. The process of communication involves the communication of ideas. 2. The ideas should be accurately replicated (reproduced) in the receiver's mind, i.e., the receiver should get exactly the same ideas as were transmitted. If the process of communication is perfect, there will be no dilution, exaggeration, or distortion of the ideas. 3. The transmitter is assured of the accurate replication of the ideas by feedback, i.e., by the receiver's response, which is communicated, back to the transmitter. Here it is suggested that communication is a two way process including transmission of feedback. 4. The purpose of all communication is to elicit action.

Business Communication
When one communicates to transact some commercial activity i.e., providing goods or services, with the intention of generating profits, then it is termed as Business Communication. It is useful to acquire the skills of effective writing and speaking. In fact, lack of these may result in loss of business opportunities. Therefore curriculums of most business schools the world over cover this subject prominently. It is also common for prestigious companies to insist upon excellent communication skills as a requirement at the time of recruitment.

Characteristics of Communication
(i) Communication is essentially a two-way process. Information has not only to be sent but has also to be received and understood. (ii) Communication is an ongoing process. When communication is absent human activity ceases to exist. (iii) Communication is essential in all types of organizations and at all levels of management. It pervades all human relationships. (iv) The basic purpose of communication is to create mutual understanding by giving/seeking information, persuading/influencing others and eliciting actions. (v) Communication consists not only of facts but ideas and emotions too. Communication is much more than words. The tone and facial expressions often carry a greater meaning than worlds. We can communicate a lot through signs, symbols and gestures. For example, a victory sign made by two fingers communicates better than words.

Characteristics of Communication
(vi) Organizational communication consists of a flow of messages through several networks. There are networks for problem solving, workflow, information sharing and socializing. (vii) It takes two to complete communication. There should be a sender and a receiver. If a person shouts in a forest when no one is present there is no communication. Communication is a dynamic process. It incorporates the changing shape of the participants and the environment. (viii) Communication is a goal-oriented process. Communication can be effective if both the sender and receiver are aware of the goal of communication and there is congruence of their goals. (ix) Communication is an inter-disciplinary science. Knowledge derived from several sciences is used in communication. Anthropology (study of body language), Psychology (study of persuasion-(opinion), perception and attitudes), Sociology and Political science (study of voting behaviour) have provided insights to make communication effective.

Importance of Communication
Effective communication has always been essential for success in business. In recent times, communication has become all the more essential due to the following reasons: (i) Increase in Size: Business firms have grown tremendously in scale of operations. A large business firm today employs thousands of people and has operations in different parts of the world. An efficient system of communication is required for this purpose. (ii) Growing Specialization: Narrow division of work results in different activities being handled by different departments. Sound communication is essential for ensuring mutual co-operation and understanding between different departments. (iii) Cut-throat Competition: Liberalization and globalization have resulted in severe competition between public sector, private sector and foreign banks. Persuasive communication in the form of advertisements, personal contacts and publicity becomes essential to survive in the race of competition. (iv)Trade Union Movement: In organisations, employee unions are very strong and powerful. Management must consult union leaders on several matters. Regular exchange of information and ideas between managers and union officials helps to maintain healthy relations between them. (v) Human Relations: Effective communication between management and employee is necessary to develop mutual trust and confidence. (vi)Public Relations: Society expects more and more from managers. Business has to keep Government, distributors, suppliers, investors and other sections of society well-informed about its contributions to society. Public relations help business to improve its image in society and big enterprises employee professional experts for this purpose. (vii) Personal Asset: Communication skill is essential for success in every job. Managers are required to deliver speeches, write documents and conduct interviews. Teachers, advocates, journalists, receptionists need high degree of communication skill. The ability to communicate effectively is equally essential for promotion in career.

Process of Communication
The process of interpersonal communication may be divided into the following parts: Sender The first step is at the level of the sender. An idea or an argument is initially formed in the mind of the sender. Once the person feels the need to share it with someone, say a business associate, he has to convert it into a message. Message The idea or message, which the sender wants to convey, at this stage may be quite vague. It has to be given a concrete shape by encoding it in suitable words or symbols. Medium Once he is satisfied that he has found the right words to express it and that it is likely to be understood correctly by the receiver, then he has to look for an effective medium or mode. This medium may be in the form of a letter or report, fax or telegram, telephone or email. Receiver When the message reaches the other person i.e. the receiver, then the functions are discharged in reverse. The receiver has to decode the message in order to determine the meaning of the message sent to him. The contents of the message provoke a reaction or a response in his mind. This is the germination of an idea or an argument similar in nature to what happened in the senders mind sometime earlier. Feedback From this stage, the receiver takes on the senders functions. His reaction or response has to be similarly encoded or expressed in words or symbols. He also needs a medium to send this response across to the other person. His message is in the form of feedback, which completes one cycle of interpersonal communication. Noise Most communication failures are caused because of what is known as noise. It is an element, which interferes with the communication process. We fail to discharge the senders or the receivers functions efficiently if the channel/medium we rely upon is faulty. At the level of the sender, it may be encoded wrongly due to the attitudes, prejudices, frame of reference or the use of wrong tone. Similarly the receivers attitude, background and prejudices affect the decoding of the message at his end.

Types of Communication

Communication may be divided into two types: Internal and External. Internal Communication When people within the organisation communicate with each other, it is said to be an internal communication. We do so to work as a team and realise our common goals. It could be official or unofficial. It could be individual to individual, individual to group, group to individuals, department to department etc. Most of the internal communication is in the oral form and the tone may be informal. People also communicate within the organisation at a personal level this is known as informal communication. A good example is that of grapevine, which is present in some measure everywhere. Of the various modes of visual communication the most likely ones to be used in internal communication are slides, internet without use of multimedia and pager. All modes of non-verbal communication may be used in internal communication. Some of the modes of written communications that could be used would be Memo, Report, Office order, Circulars, Staff Newsletter, E-mail, Fax, Notice, Agenda, Notes on Agenda, Minutes of Meetings, Manuals etc. Other than the Radio, all other modes of oral communication stated earlier, could be used in internal communication Internet with multimedia, video conferencing and presentations either electronic or using visual aids are the likely modes of audio-visual communication to be used in internal communication

External Communication
When the people in an organisation communicate with anyone outside the organisation it is called external communication. These people may be clients or customers, dealers or distributors, media, government, general public, regulatory bodies, authorities etc. Letters and circulars, Price-lists, Manuals, Purchase Orders, Customised reports, Brochures and service calls, Tender documents, Advertisements, Customer feedback material are all external communication methods. Modern business houses spend considerable time, money and effort on improving their public image since they realise that they are dependent on external support. External communication has been mainly formal and largely documented, but there is an increasing trend to make it informal. Some of the modes of written communication that may be used are Circulars, Graphs/Charts, E-mail, Fax, Form/Questionnaire, Letter, Advertisement, Customer Newsletter, Press Release, Invitation, Leaflet/Brochure/ Handbills, Manuals, Telegram etc. Other than intercom, dictation, teleconferencing, brainstorming sessions and grapevine, all other modes of oral communication stated earlier can be used in external communication. All modes of visual and audio-visual communication stated earlier too may be used in external communication. All modes of Non-verbal communication may also be used in external communication depending on the circumstances and means of communication chosen for the purpose.

Channels Of Communication
A communication channel is the route through which messages flow from the sender to the receiver. There are basically two types of channels formal and informal which are used by managers. Formal Communication The formal communication channel is established by the management and is generally specified in organisation charts. As the name itself implies, it is deliberately created and officially blessed route for flow of communication between the various positions in the organisation. In such official channels, commands, instructions and orders travel downward; reports regarding performance, grievances and suggestions travel upward; and coordination travels horizontally. The formal communication channel respects the unity of command principle and prescribes, of course in a rigid way, a specified route for the flow of information between various positions in the organisation. Thus, formal communication is systematic, orderly in nature and supports the authority of superiors. There are three ways in which formal communications can go: downward, upward and horizontal.

Advantages /Benefits/Merits of Formal Communication

1. Smooth Communication System: Formal communication moves through pre-determined channel and therefore everyone is aware for where and how to send the message. So, it does not face any problem to flow. 2. Increase in Efficiency: Such Communication increase overall efficiency of the management as organizational rules and procedures are required to be followed always. 3. Permanent Record: All formal communication like letters, report & memos are kept permanently. So it is helpful in future decision making. 4. Discipline: This communication creates the discipline in the mind of employees in any organization. 5. Less Errors and Mistakes: It maintains all formalities of communication for which there is less chance of errors and mistakes. 6. Co-ordination of Work: Formal communication provides the scope of co-ordination among various functions and departments of an organization. 7. Reliability: Formal communication is more credible and more reliable for sending important issues like objectives, orders and directions etc. 8. Normal Flow of Information: It is a better communication system which ensures both inside and outside communication to be effective and fruitful. No one can hamper its original flow or pathway as it strictly follows the established rules of an organization. 9. Consciousness of Communicator: Formal communication is performed in a conscious way by a sender. He utilized his merits, knowledge and experience in such communication to make it a perfect one. As a result success is ensured.

Disadvantages/Limitations of Formal Communication

1. Authoritarian System: Formal communication states clear relationship between upper level management and lower level management. When there is a downward communication, there is an authoritarian tone to dominate lower level employees. 2. Inflexibility: It is a rigid form of communication as make up or change can not be considered easily when required. 3. Costly: This sort of communication maintains all formalities of communication for which it involves more cost. 4. Wastage of Time: Formal communication process passes through various stages or levels of an organization and therefore requires more time to reach to its destination. This is ultimately wastage of time. 5. Delay in Decision Making: Everyone has to maintain specific framework of communication in case of formal communication. Therefore management requires more time which delays decision making process. 6. Lack of Initiative: In such communication there is no option to select any other system which is the best one compared to the prescribed system. As a result creative ideas are ignored here. 7. Lack of Cordiality: In formal communication, established rules are strictly observed. More emphasis is given to the formalities rather than human side; As a result, there is no scope to develop cordial relationship between the sender and receiver. 8. Fear: In case of upward Formal communication there exists chance of fear to represent any information in front of superior. This acts as a barrier to reach the goal of communication. 9 Behavior: This type of communication reflects authoritarian pattern of behavior in the organizational structure. Such negatively affects the mind of the employees. The above limitations of formal communication hamper the way to attain organizational objectives.

Informal communication
Informal communication channels exist outside the official network and develop because of spontaneous interaction between people working in an organisation. Features of Informal Communication 1.It is a product of social interactions, an inevitable part of organisational life. 2.It exists outside the official network of communication prescribed by the organisation. 3. There is no prescribed direction for the flow of messages. 4. An active grapevine indicates employees keenness to interact with each other closely and share ideas, opinions, etc.

Advantages/Merits/benefits of Informal Communication

The informal channel of communication has the following advantages: (1) Fast and Effective Communication: Under this communication, the messages move fast and their effect is equally great on the people. (2) Free Environment: Informal communication is done in a free environment. Free environment means that there is no pressure of any office-big or small. The reactions of the employees can easily be collected. (3) Better Human Relations: Informal communication saves the employees from tension. Freedom from tension helps the establishment of better human relations. This also affects the formal communication. (4) Easy Solution of the Difficult Problems: There are many problems which cannot be solved with the help of formal communication. There is more freedom in informal communication which helps the solution of difficult problems. (5) Satisfying the Social Needs of the Workers: Everybody wants good relations with the high officers at the place of his work. Such relations give satisfaction to the employees and they feel proud. But this can be possible only with the help of the informal communication.

Disadvantages/Limitations of Informal Communication

1. Distortion: Informal communication networks do not follow any set of rules, definite liners or ways. So it can transmit any kind of information to any person without any respect or fear. It may spread wrong or distorted news which may sometimes prove harmful even to the employees 2. Lack of Secrecy: In informal communication, everybody can freely interact as there are no restriction or rules. Any secret matter is likely to be flashed without any problem or hesitation. This may cause a huge damage to any organization. 3. Incomplete Information: Information released from such communication network is usually incomplete. So, There is each and every chance of it to be misunderstood or misinterpreted. 4. Non-Co-Operation: Sometimes, confusion develops among the persons involved in informal communication. As a result, they may remain separate without any co-operation. 5. Lack of Resistance: As informal communication does not follow any established system, it is beyond any control. Organization has no mechanism to resist its movement. 6. Huge Rumor: Most of the time, informal communication fabricates the real facts and makes some rosy picture. This really damages the working environment of any organization. 7. Misunderstanding: Lack of conduct, decency, decorum and rules cause misunderstanding in informal communication. As a result there may be conflict between employees. 8. Committing Mistakes: This sort of communication are subject to errors and mistakes because no officials rules or regulation operate in this case of informal communication. 9. Difficult to Control: Such communication can produce division or groups and subgroups in the organization. People involved here do not follow any rules and regulation as they depend on their own philosophy. All these may destroy the control of the respective authority.

Definition of Grapevine Communication:

The grapevine is a communication system or process which is barely informal communication system. It is comprised of gossip and rumor. More and wide information can be transmitted through grapevine communication system. But there is also some negative ideas about grapevine communication system. But another image is shown by the reality. In the real world, it exists together with the formal communication system.
According to Prof. Keith Davis,"Grapevine arises from social interaction, It is as fickle, dynamic and varied as people are. It is the exercise of their freedom of speech and is a natural, normal activity". As we know that the most informal communication system of an organization isgrapevine communication system. Grapevine network is commonly criticized for its widely features. The features of grapevine communication can be discussed both in positive and negative manners. .According to Prof. J. W. Newstrom and others,"Grapevine has three main characteristics It is not controlled by management. It is perceived by the most employees as being more believable and reliable. It is largely used to serve the self-interest of those people withing it."

Formal Vs.Informal Communication

Communication Flows
The flow of communication in an organisation depends on its size, structure and philosophy. Smaller organizations, with fewer levels of hierarchy and people may be having fewer communication problems. In larger organisation having many hierarchical levels, the process is more complicated. However, a comprehensive organisational chart will help in clearly marking out the lines or channels of communication. The flow or pattern of communication may be downward, upward, diagonal or horizontal. Downward Flow Traditional organisations have a vertical structure. All the important decisions are taken at the top. These are communicated through different levels of hierarchy to the workers. The disadvantages of such a chain of command are many. Firstly, it creates an authoritarian atmosphere in the workplace. Secondly, the message is often distorted as it comes down through different levels. Thirdly, it also consumes a lot of time and leads to avoidable delays. Upward Flow With the passage of time, management styles have also undergone change. The role of workers in the progress of industry has begun to be appreciated. Workers empowerment and their participation in management are the buzz-words. It is natural for the workers to feel involved in their organisations once they realise that their interest coincides with that of the management. The result has been an increase in the flow of upward communication.

Communication Flows
Diagonal Flow Often there arise situations where tasks to be completed involve more than one department in the organisation and there is more often no obvious line of authority. In such circumstances the insistence on the use of proper channels in communication may affect the efficiency of management and may cause undue delays in the completion of the task. Sometimes, it is just not possible to give or seek crucial information only through the right channel. It has also been found that information is suitably distorted or filtered by superiors before it is allowed to reach the decision- makers. Therefore one has to enable people to talk to lower or higher ranks freely rather than wait indefinitely. Diagonal communication is based on co-operation, goodwill and respect between the parties concerned. Horizontal Flow This type of communication flow usually takes place between people of the same status/level of hierarchy in the organization. However, as flatter organizational structures have now become the order of the day, people of different ranks now manage to converse with less reserve and formality. There are many advantages of such openness. Policy decisions are no longer shrouded in mystery. Workers are encouraged to ask questions and understand the compulsions of hard decisions. There is better understanding and coordination. However, it is important to continue to respect the authority and use, appropriate language and behavior.

Communication Flows

U p w a r d

Lateral

D o w n w a r d

Means of Communication/Medium of Communication or Methods of Communication

Business communication is generally interpersonal since discharge of business functions requires interaction with others

Means of communication

Verbal Communication

Non Verbal Communication

Oral

Written

Visual

Audio Visual

The means or methods of communication, as is evident from the given Figure, are broadly classified into: (i) Verbal communication which entails use of words to convey messages either in speech or through writing; and (ii) Non-verbal communication where messages are communicated through body language (i.e.) facial expressions and gestures.

Verbal communication
It is a written or a spoken message that uses words to exchange ideas/ information. Words are selected in phrases, sentences and paragraphs depending upon the results the verbal communication is trying to achieve. The means of verbal communication are:

Written communication Oral communication Visual communication Audio-visual communication.

Written Communication
A famous English writer Francis Bacon has said, Reading maketh a full man, writing an exact man, conference a ready man. In order to make himself exact i.e. to say effectively what he wants to say, the writer has to make a considerable effort. In the written form, it may require drafting of letters and circulars, proposals, memos and business reports of varying kinds and includes: Office order, Circulars, Graphs/Charts ,Staff Newsletter, E-mail, Fax, Form/Questionnaire, Letter, Notice, Agenda, Notes on Agenda, Minutes of Meetings, Advertisement, Customer Newsletter, Press Release, Invitation, Leaflet/Brochure/Handbills, Manuals, Telegram, Memo

Advantages and Disadvantages of Written Communication

Written communication has several advantages, although the disadvantages of written communication are equally serious. Advantages It allows us sufficient time for planning the document we propose to create, taking into account the purpose for which it is being written. It also enables us to revise the contents if we find them unsuitable for the recipient from the point of view of clarity or interest. To display what we have written, we have a variety of recent and traditional trends to choose from. There is also a scope to use tastefully designed stationery for the purpose The use of headings and bullets enable us to organise the material for better understanding. Information in the written form may be filed or retrieved at our convenience. Its permanence facilitates prolonged correspondence. Disadvantages It takes much more time to compose a message in writing. Therefore it is expensive. It also tends to suffer from the limitations of the sender, like the assumptions or prejudices, and the delayed feedback makes it worse. The inadequacies of the first message may only be revealed when the reply arrives. Communication in writing suffers from lack of congruence with non-verbal communication. However, written communication is indispensable

Tips for improving written communication

Use simple words and phrases Use Short and familiar words Use personal pronouns(such as you) whenever appropriate Give illustrations and examples; use charts Use short sentences and paragraphs Avoid unnecessary words

Oral Communication
Oral communication is face to face communication between individuals. Research studies have shown that 80% of communication by executives of a company is in the oral form. The modes of Oral Communication include: Telephone/Mobile phone, Messages, Intercom, Face-to-face discussion, Meetings/Conferences, Presentation, Dictaphone/Dictation, Conversation, Radio, Tape-recorder, Teleconferencing/Videoconferencing, Speeches, Brainstorming sessions, Grapevine, Interview

Tips to Improve Oral Communication

Practice controlling the volume of your voice according to the specific situation in which you are using oral communication The tempo, or the speed, at which you are speaking must also be controlled depending on the situation you are in. Use a higher-pitched voice to express excitement, happiness or positive emotions. Use continuous self-assessment to improve your oral communication skills

Advantages/Benefits/Merits of Oral Communication

Oral Communication Saves Time. Oral Communication Provides the Opportunity for Feedback and Clarification. Oral Communication Helps to Convey the Message more Appropriately with Suitable Tone, Voice and Use of Words. Oral Communication is an Effective Tool of Persuasion in Management. Oral Communication is very Effective in Communicating with Groups. Oral Communication is Economical also. Withdrawal of Oral Communication is Comparatively an Easy Task: There are at times situations in business where oral communication is preferred to written communication for, the latter may create an official record which may be used as evidence against the person on any legal matters arising later in point of time.

Demerits/Disadvantages /Limitations of Oral Communication

The disadvantages of oral communication also deserves equal mention, as oral communication by itself, is not effective always. Depends on the Sender/Receivers Attitude: It mainly depends upon the attitude of the sender and receiver of messages. Communication is not a One Sided Activity Bad/partial Listening Affects Message There is No Record or Legal Liability, Oral communication generally has no record or legal liability. Therefore, it is strongly recommended to confirm important oral messages in writing. Its Economy is Control Specific: The economy of oral communication is dependent on control. Telephone calls, unless kept brief, may also cost a lot of money. Unfamiliar accents and pronunciation caused by regional variations and mother-tongue interference often lead to temporary difficulties for the recipients. In short, it is important to exercise control in order to derive the benefits of oral communication.

Visual Communication
Visual communication could be with words or pictures or a combination of both and includes: Graphs, Tables/charts, Maps, Models, Demonstrations, Slides, Flipcharts, Printed/Painted Pictures (Posters etc.), Internet without use of multimedia, Advantages and Disadvantages of Visual Communication Visual communication is useful for conveying information in a manner that makes the data and any relationship between variables clearer and easier for the receiver to follow. They can be used on their own. But the maximum benefit can be gained from them if they are used as a complement of the main message because they are more capable of attracting and retaining the attention of the receiver than speech or written words. The main advantage of using visual communication is that the message conveyed using this mode is easily remembered by the receiver and for a long period too. However, using this mode is also expensive which is its major disadvantage.

Audio-Visual Communication
The rapid advancements taking place in the field of information technology have brought about unprecedented changes in the communication systems the world over. In this scenario the modes of audio-visual communication assume more importance. The means of audio-visual communication include: Television/video/cable, Cinema, Internet with multimedia, Video conferencing, Presentation using visual aids or electronic presentation. Advantage and Disadvantage The greatest advantage of this mode is that it aims at stimulating the senses of both sight and hearing simultaneously and thus enhances the effectiveness of the message. The other advantages are its wider reach and the fact that the message is remembered for a much longer time than it would be if it had been conveyed by any other mode of communication. Here again the high cost factor involved is its greatest disadvantage.

Non Verbal Communication/Body language

Non-verbal communication includes: Facial expressions, Gestures, Movements, Eye contact, Nodding the head, Physical appearances. It is an unspoken or unwritten message that uses body language. This may be used by itself e.g., frowning or smiling at someone or along with oral communication. In a situation involving the use of oral communication, nonverbal signs play an equally important role. While listening to someone, one may also be looking at the person. Their facial expressions such as a smile or a frown may strengthen the verbal message. The entire body language, from large gestures to proximity with the listener, may help emphasise the contents of the message. Alternatively, if the non-verbal communication is absent, it leaves the recipient guessing. For example, it will be perfectly in order to smile at a guest and escort him in without speaking a word. Second, this form of communication has a strong cultural content. The Arabs and Latin Americans are prone to move closer to the listener as well as maintain more eye-contact than the Europeans do. Similarly, physical contact is considered a powerful tool of communication. But touching an acquaintance, the handshake excepted, is almost taboo(banned) among the British, insignificant in America and common in Latin America.

Characteristics of Non Verbal Communication

It is Subtle, instinctive and natural-Non verbal communication is natural, subtle and instinctive. Even when we attach an emotion to our emails, we are communicating non-verbally. It is usually associated with forms of communication

Classification of Non-Verbal Communication

Kinesics

Proxemics

Time Language

Paralanguage

Touch and Body Contact

1.Kinesics
Kinesics can be classified into four types Facial Expressions- Facial expressions are the key in body language-As we know face is the index of the heart. Our face speaks a lot about what we have to say ,and similarly, we interpret much meaning from the expressions on the faces of people. Physical Appearance-Physical Appearance is also important . The way you dress for an occasion can make or break your image. Body postures- Body postures are extremely important on any occasion ,whether you are speaking to your subordinate ,a colleague, or your manager or you are at the negotiating table with your clients. A simple wave of the hand or raising a thumb can have different meanings on various occassions in different cultures. Body Postures Sitting Erect Leaning Forward Meanings High Energy and Confidence Interested in the speaker

Leaning Backward
Open Arms Crossed Arms Tapping Feet, biting nails

Lack of Interest
Openness, Willingness to Accept Clsed to new ideas,defensive Nervousness

Eye Contact or Oculesics It is another important part of Kinesics. It speaks about eyes and how we can effectively use them. Eye contact is essential ,especially when talking to people, whether in office or outside. It strongly helps in negotiations and during business presentations. You may convey different meanings with your eyes Staring Eyes- Demonstrate a feeling of superiority and an attitude to threaten Looking Down-Demonstrates submission in front of the other person Frequent avoidance of eye contact-would mean dishonesty or insincerity.

2.Proxemics
Proxemics is the study of proximity or space around us. When people tend to get closer, how do we react to the situation? When we enter the lift and it gets very crowded, how do we behave? Personal space is crucial and varies across nationalities. However a thumb rule ,avoid getting into close proximity with another person-12 to 18 inches is what considered as personal space and you should avoid intruding into this space. Even if you are at the highest level of hierarchy, it does not give you authority to invade the personal space of another person. Here is the thumb rule of proximity that you must adhere to while at work. In case you feel that the other person is moving away while you are speaking, it should give you a definite hint that may be, you are in his or her personal zone.

3.Time Language/Chronemics
Time language is also referred as chronemics. It is about understanding the importance of time and its applications. Let us consider some questions to understand this concept Do we take an appointment before meeting a person? Do we reach a meeting before schedule? Do we prioritize our work? Do we respect the time of others? Time language also varies with respect to different cultures. When a European Schedule a meeting at 10:30 am ,he means exact time. However for an Indian, it would mean the meeting would be held around that time. Chronemics, how people handle time, can be categorized in two ways: polychronic which is when people do many activities at once and is common in Italy and Spain, or monochronic which is when people do one thing at a time which is common in America. 4. Paralanguage The word Para means like. Paralanguage literally means like language and is a part of non verbal communication where the focus is on understanding the rate of speech, volume pitch, pauses, rhythm, quality and pacing(speed).

Touch / Tactilics
Tactilics or the study of Body touch ,is an important part of non verbal communication. Touches among humans that can be defined as communication include handshakes, holding hands, back slapping, high fives, a pat on the shoulder, and brushing an arm. Touching of oneself may include licking, picking, holding, and scratching. These behaviors are referred to as "adapters" or "tells" and may send messages that reveal the intentions or feelings of a communicator and a listener. The meaning conveyed from touch is highly dependent upon the culture, the context of the situation, the relationship between communicators, and the manner of touch. Touch is an extremely important sense for humans; as well as providing information about surfaces and textures it is a component of nonverbal communication in interpersonal relationships, and vital in conveying physical intimacy.

Choice of Means and Mode of Communication

Choosing the right means and mode of communication plays a vital role in the effectiveness of the message being communicated and such choice depends on various factors such as: (i) Organisation Size and Policy: If the organisation is small, probably more communication will be oral, than in larger organisations where it may be in writing. The policy for communication also would play a major part in influencing ones choice of mode of communication. (ii) Cost Factor: The main point to be considered here would be to evaluate whether the cost involved in sending the message would be commensurate with the results expected. (iii) Nature of Message: Whether the message is confidential in nature, urgent or important etc., and whether a matter would require hand-delivery or be sent by registered post etc. also influences the choice of mode and means of communication. (iv) Distance Involved: Where the message is to be sent is also another vital factor which could influence the choice of means and modes of communication. For example, if a letter is to be sent to a partner in a joint venture in Japan and it is urgent, you would not think of sending someone to personally deliver it. (v) Resources: The resources available to both the sender and receiver would also influence your choice. You can only send a fax if the other person/organisation has a fax machine. Therefore we can see that the choice of a particular mode and means of communication will depend on a case to case basis and is influenced by various factors.

Barriers to Effective Communication

When communication happens there may be 'noise' which is called as barriers to communication. Barriers to communication causes different misunderstanding, misconceptions, confusion and overall miscommunication. That's why we should know about those well to recognize well in the purpose of trying to avoid those from communication to make communication effective. Different types of barriers to communication are described below:
A. Organizational Barriers: It arises for the following reasons: 1. Complex Organizational Structure: The more complex structure that an organization has, The more problem it face in communication.

2. Excessive Layering of Administration: In modern business, the administrative level has more layers which creates communication gap between employee and management.
3. Lack of Policies: How management will function is reflected through its policies. Lack of proper organizational or managerial policy causes dispassion among the employees. 4. Conservativeness of Supervisors: Sometimes supervisors are very conservative and ignore to communicate with the employees. This causes barrier to communication. 5. Improper Delegation of Authority & Responsibility: For improper delegation of authority and responsibility in an organization, the employees and workers are not conscious about their task which acts as a barrier to communication.

B. Individual Barriers:
1. Personality: Sometimes higher officials do not maintain any discussion with the subordinates due to their high personality. This hampers in communication.

2. Wrong Explanation: Both receiver and sender can explain the received message or information in a wrong way which causes problem to communication.
3. Individual Conflict: If individual conflict exists between sender and receiver then communication can happen whimsically. This acts as a barrier to communication. 4. Fear: Lack of proper knowledge, fear of capability, fear of explaining properly, threat for failure and others are also reasons for causing problems to communication. 5. Pre-Idea : Sometimes, We bear pre-idea regarding any person in our mind. And when we communicate, we try to apply what is kept in our mind. Difference between perception and reality may hamper communication. 6. Insincerity and Lack of Confidence: Sender may not give importance to the thinking and decision of receiver. In such a case, receiver may lose confidence which will lead to worthless communication.

C. Language/Semantic Barrier:
1. Vague Word: Use of vague word in communication causes problem because such word creates different meaning and therefore the message loses its appeal. 2. Use of Local Dialect: The tone of different region is different and therefore using local dialect in communication will obviously create adverse impression. This acts as barrier to communication. 3. Use of Different Languages: Communication may be done in different languages and receiver may not be expert in different languages. This causes barrier to communication. 4. Use of Technical Words: Receiver may fail to understand the meaning of technical words and therefore use of such words in communication hampers the whole communication.

D. Barriers due to Status:

It occurs due to following reasons:

1. Status/ Position: Each and every person in different layers of organization wants to maintain individual status. He or she may not want to exchange any message or information which may hit to his or her status or prestige. Here, in this case, communication gets barriers to be effective.
2. Mental State: Sometimes, Receiver suspects the sender of message and does not rely on the message sent. Such mental state acts as a barrier to communication.

E. Barriers due to Resistance to Change:

1. Following the 'Old One': There are traditional people in every organization who always prefer the old customs and avoid any change because change involves flexibility. So, people who follow the 'Old One' act as a barrier to communication.
2. Lack of Attention: Sometimes, officers and subordinates of an organization do not pay attention enough to the message or information what is received. This is one of barriers to communication. 3. Own interpretation or Assumption: It happens that receiver of the message makes his own explanation or assumption regarding the message received. This leads to problem for communication.

F. Other Barriers:
There are some other barriers to communication which are as follows: 1. Geographical Barrier: Geographical distance creates communication gap. For example, communication between Washington and California.

2. Lack of Harmony: If mutual understanding that exists between sender and receiver of communication is absent then communication is barred.
3. Faulty Expression: If communication fails to communicate the message in a correct way then receiver faces problem. So, faulty expression creates miscommunication or confusion. 4. Cultural Difference: Difference nations have different cultures. Lack of proper knowledge and wisdom to the culture of receiver may be a reason of communication problem. 5. Absence of Feedback: When there is a feedback from receiver, Communication becomes effective. Feedback creates awareness in the mind of sender regarding the communication and aids him to modify the quality of communication. Consequently, Any problem, interference or hindrance to the process of communication is identified as the barrier to communication. An organizational Authority must try to avoid these barriers to communication to make communication better and effective.

How to Overcome Barriers to Communication

Any type of barrier to communication is a threat and can cause miscommunication, misconception and confusion. All these work against unity, teamwork & co-ordination. The following activities can help to overcome the barriers to communication: 1. Feedback: To make communication effective, there must be feedback from receiver. Without feedback, the communication process remains incomplete. 2. Idea about the Receiver: Sender should have better ideas regarding the thought, feelings and opinion of receiver of the message. Such ideas will help the sender to make a fruitful communication. 3. Attentive Listening: To make an effective communication, both sender and receiver should be attentive listener from their respective position.

4. Use of Simple and Meaningful Words: Communication must avoid vague words and use simple words which are meaningful in the mind of receiver.
5. Informal Relations: Before making any formal communication, informal relations can play a vital role to make communication effective. 6. Employee Conference: Open discussion between higher officials and subordinates may create a better environment for communication. 7. Efficient Management: Efficient communication system in any organization depends on the management efficiency. Poor management causes poor communication. So, management should be efficient enough to make its communication system up-to-date. 8. Selection of Right Media: The media for communication should be selected according to organizational environment, importance & the size of message, position of receiver and other relevant aspects. Wrong selection of media will obviously cause miscommunication.

How to Overcome Barriers to Communication

9. Communication Training: Higher officials and subordinates should be given practical training regarding the types of communication, nature of communication, method for overcoming barriers to communication and other aspects of communication. 10. Re-Organization: Effective communication depends much on the organizational structure. It is seen that horizontal communication is very much productive. So, reorganization of organizational structure may be required to activate horizontal communication. 11. Consistency between Word and Work: If the work is according to word then communication becomes effective and fruitful and barriers to communication can overcome. 12. Reducing Unnecessary Information: Unnecessary information causes confusion and kills time. Relevant information should be considered to make proper communication. 13. More Publications: Organization should give opportunity to its employees and staffs for expressing their own view and opinion through reports, journals, magazines and other publications. This helps a lot to become frank in opinion. And it works also for overcoming barriers to communication.

14. Communication Audit: Communication audit acts as a fruitful method to improve communication. It examines the network, activities, process and principles of communication and therefore recommends for improvement.
15. Orientation: Newly appointed employees should be given idea regarding objectives, activities, functions, principles and structure of an organization so that they become conscious about their role during communication.