UNIT 1

COMMUNICATION IN
ORGANISATIONS
MS-113
Business Communication
The sharing of information between people within an enterprise that is
performed for the commercial benefit of the organization. In addition,
business communication can also refer to how a company shares
information to promote its product or services to potential consumer.
Nature of Communication
Continuous process
Two way process
Means to influence others
Leads to the achievement of organisational goals.
Means for the expression of thoughts & emotions.
Tools for controlling and motivating people
Dispels misunderstanding
Importance of Communication
Exchanging information
Preparing plans and policies
Achieving goals
Increasing employee’s efficiency
Solving problems
Making decisions
Improving industrial relations
Publicity of goods and services
Removing controversies
Enhancing employee satisfaction and loyalty
Functions of Business
Communication

Information
Control
Motivation
Emotional expression
Process of communication

• Communication is the process of sending

and receiving information among people…

Feedback

receiver sender

Medium
Encode Decode

SENDER RECEIVER

Ms. Neha Sharma 7

Elements of Communication
Process
• Sender/ Communicator- Person who conveys the message
To achieve understanding and change in the behavior of the receiver.
• Message- Subject matter of any communication. Any fact, idea or
information.
• Encoding- Sender of information organizes his idea into a series of
symbols which he feels will communicate to the intended receiver or
receivers. Communication may also take place through physical
gestures.

Ms. Neha Sharma 8

Continue…
• Communication channel- Media through which the information
passes. It is the link that connects sender & receiver. Air, sight, sound
are common channels. Formal & Informal can also be named as the
categorization of channels.
• Receiver- The person who receives the message is called receiver. He
receives & tries to understand the information.

Ms. Neha Sharma 9

Continue…
• Decoding- Translation of message into words for the
purpose of understanding. To derive meaning from the
message.
• Feedback- reaction/ response from the receiver. This
makes the communication a circular process.

Ms. Neha Sharma 10

Barriers and Breakdowns in
Communication
Problems/barriers/breakdowns may arise at any of the following levels:
a) The Sender’s level in
- formulating /organising thoughts, ideas;
- encoding the message
b) The receiver’s level
- receiving the message
- decoding the received message
- understanding/interpreting the message
c) Transmission level where ‘noise’ occurs
d) The feedback/reaction level that is necessary condition of the completion of the
entire process.
Barriers to Communication
• Noise
• Lack of planning
• Wrong/ unclarified assumptions
• Semantic problems
• Cultural barriers
• Socio-psychological barriers
• Emotions
• Selective perception
Continue…
• Filtering
• Information overload
• Loss by transmission
• Poor retention
• Poor listening
• Insufficient period for adjustment
• Goal – conflicts
• Offensive style of communication
Gateways To Effective
Communication

Effective communication takes place only when the listener clearly

understands the message that the speaker intended to send.
Principles of Effective
Communication
Meaning-
• Effective Communication is a two way process – sending the right message and to the
right person.
• It is important to know the psychology of the people you are interacting with for
communication to be effective.
• For communication to be effective it is necessary to know the circumstances of the
counter entity.
• Effective communication includes all the aspects of visual, auditory and kinesthetic
language to appeal the listener.
Definition-
• “Effective communication is the communication which produces intended or
desired result”
7 C’s of Effective Communication
1. Completeness

2. Conciseness

3. Consideration

4. Clarity

5. Concreteness

6. Courtesy

7. Correctness.
 Completeness
•`The information conveyed in the message
should be complete for the communication to
be effective.
•The sender must take into consideration the
receiver’s mind set and convey the message
accordingly.
•Complete communication enhances the
reputation of the organization.
Lecture-13
• “When, who, what, how, for whom, when” for complete information

• Complete information always gives additional information wherever

required, it leaves no question in the minds of the receiver.

• Complete information helps in better decision making as it serves all

the desired and crucial information.

• Complete information persuades the audience.

Lecture-13
 Conciseness
•Conciseness means communicating what
you want to convey in least possible words.
•Concise communication provides short and
essential message in limited words.
•Concise message is more appealing and
comprehensive to the audience.
•Concise messages are non repetitive in
nature.
•Examples:
At this point of time- Now
Due to the fact that- Because

Lecture-13
 Consideration
•Effective communication must take
audience into consideration by knowing the
viewpoints, back ground, mindset,
educational level, etc.
•Empathy- Consideration implies ‘stepping
into the shoes of others’.
•Consider the needs and requirements of the
audience to achieve effective
communication.
•Example:
Regret to inform you that we will not be able
to execute your order until…
Thank you for your order.
Lecture-13 The goods will be
 Clarity
•Clarity implies emphasizing on a specific goal
or objective at a time, rather than trying to
move away from track.
•Clarity helps to understand the message
easily.
•Complete clarity of thoughts and ideas
enhances the meaning of message.
•Clarity comes with the use of exact,
appropriate and concrete words.
•Example:
Demonstrate- Show
Facilitate- Use Lecture-13
 Concreteness
•Concrete communication implies being
particular and clear rather being fuzzy and
general.
•Concrete communication shows good level
of confidence.
•Concrete information helps to strengthen
the reputation of the organization.
•Concrete information cannot be
misinterpreted.
Example:
Goods are soon being dispatched
Lecture-13
 Courtesy
•Courtesy means being polite, kind, judicious,
enthusiastic and convincing.
•reflects the nature and character of the
sender of the message.
•give respect and then expect the same.
•not at all bias in nature.
•Always- Thank for the favour
•Apologize for the omission
•Avoid irritating expressions
•Use non discriminating expression

Lecture-13
 Correctness
1. Correctness in the communication
implies that the correct information is
conveyed through message.
2. boosts up the confidence level of the
sender.
3. greater impact on the audience.
4. Free from grammatical errors and use
of appropriate and correct language.
5. accurateness of facts and figures
used in the message.
Lecture-13
Types of Formal Communication
• Downward
• Upward
• Horizontal
• Diagonal

Ms. Neha Sharma, IITM

Basic forms of
communication
Downwards Communication : Highly Directive, from
Senior to subordinates, to assign duties, give
instructions, to inform, to offer feed back, approval to
highlight problems etc.
Upwards Communications :It is non directive in nature
from down below, to give feedback, to inform about
progress/problems, seeking approvals.
Lateral or Horizontal Communication : Among
colleagues, peers at same level, for information
sharing, for coordination, to save time.
• In modern business environment communication
extends beyond written or spoken words to listened
word. Visual dimension added by T.V., computers has
given to new meaning to communication.
Lecture-12
Advantages of Formal
Communication
• Orderly flow
• Identifies source
• Authentic information
• Justification of authority
• Answerability for action

Ms. Neha Sharma, IITM

Disadvantages
• Time consuming
• Expensive
• Lack of personal touch
• distortion

Ms. Neha Sharma, IITM

Features of Grapevine/Informal
Channel of Communication
• Every possible direction
• Rapid transmission
• Unrestricted by formal policies
• Selective receivers
• Extends beyond formal hierarchy
• Oral communication generally
• Based on people than tasks
• Doesn’t follow a fix pattern

Ms. Neha Sharma, IITM

Advantages
• Social Relations
• Need satisfaction
• Speed
• Avenue of expression
• Feedback
• Supporting formal channel

Ms. Neha Sharma, IITM

Disadvantages
• Incomplete Information
• Distortion
• Unreliability
• Leakage
• Lack of authenticity
• Problem in fixing responsibility

Ms. Neha Sharma, IITM

Types
• Single strand
• Gossip
• Probability
• Cluster

Ms. Neha Sharma, IITM

Rumour
• No identified source of origin

Ms. Neha Sharma, IITM

 Barriers to Communication
Physical and Mechanical Barriers
Semantic and linguistic Barriers
Socio- Psychological Barriers
Organizational Barriers
Personal Barriers
Physical and Mechanical Barriers
• Noise
• Distance
• Time
• Information Overload
• Mechanics

Ms. Neha Sharma, IITM

 Language & Semantic Barriers
Symbols with different meaning
Unclear message
Faulty translation
Unclarified assumption
Specialist’s language
 Socio-Psychological Barriers
Premature evaluation
Inattention & closed mind
Loss of transmission & poor retention
Differences in perception & attitudes
Emotions
Distrust
Cultural Differences

Ms. Neha Sharma, IITM

 Organization Barriers
Organizational policy
One way flow
Status relation
Complexity in organizational structure
Physical and mechanical barriers

Ms. Neha Sharma, IITM

 Personal Barriers
 Attitude of Superior
 Lack of confidence in subordinates
 Fear of challenge of authority
 Lack of time
 Ignorance
 Unwillingness to communicate
 Lack of proper incentive

Ms. Neha Sharma, IITM

 Overcoming the barriers of
effective communication
Connecting with
The audience
Summarizing Simple
what has been said Words

Effective Body language

Effective Questions
Communication skills (Smile, Eye contact,
Gestures, tone)

Checking
Seeking Cultural
for understanding
Participation Sensitivity

Ms. Neha Sharma, IITM

Gateways to Effective
Communication
• 2-way channel Listen attentively
• Mutual trust Plan carefully

• Clarity of message Avoid stereotyping

• Timely message Distinguish between

• Consistency desire & Need to Know

Withhold your
• Good relationships
judgments until
• Feedback
appropriate
• Empathetic listening Avoid unnecessary
• Flexibility Conflicts
Ms. Neha Sharma, IITM