Communication Lyst3955
Communication Lyst3955
Communication Lyst3955
Communication
Definitions:
Figure: Communication
Sender / Encoder - Sender / Encoder is a person who sends the message. A sender
makes use of symbols (words or graphic or visual aids) to convey the message and produce
the required response.
Message - Message is a key idea that the sender wants to communicate. It must be
ensured that the main objective of the message is clear.
Medium - Medium is a means used to exchange / transmit the message For instance -
Written medium is chosen when a message has to be conveyed to a small group of people,
while an oral medium is chosen when spontaneous feedback is required from the recipient
as misunderstandings are cleared then and there.
Types of People communicate with each other in a number of ways that depend upon the
message and its context in which it is being sent. Types of communication based on the
communication channels used are:
1. Verbal Communication
2. Nonverbal Communication
3. Symbolic Communication
4. Meta Communication
VERBAL 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. Communication is influence by pitch, volume, speed and clarity of speaking.
Advantages – 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.
Disadvantages – In face-to-face discussion, user is unable to deeply think about what
he is delivering, so this can be counted as a fault.
NONVERBAL COMMUNICATION:
Oculesics (ocalics) – use of eyes: Oculesics, a subcategory of kinesics, is the study of eye
movement, eye behavior, gaze, and eye-related nonverbal communication.
Proxemics (Space language): Proxemics is the study of human use of space and the
effects that population density has on behaviour, communication, and social interaction.
To communicate while keeping a distance is called proxemics.
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The amount of distance we need and the amount of space we perceive as belonging
to us is influenced by a number of factors including social norms, situational
factors, personality characteristics and level of familiarity.
Environment: Environment refers to how the objects we adorn ourselves and our
surroundings with, referred to as artifacts, provide nonverbal cues that others make
meaning from and how our physical environment—for example, the layout of a room and
seating positions and arrangements—influences communication.
Paralanguage\Vocalic: Attributes of speaking which include the pitch, the tone, the
volume, tempo, rhythm, articulation, resonance, nasality and even the accent of the
speaker collectively known as paralanguage, we can understand mood and the situation
by paralanguage expressions.
Olfactics – use of smell. A smell can trigger the oldest of memories We can remember
what we smell longer than what we see & hear. Can even be used as a warning system
Semiotics (also called semiotic studies) is the study of meaning-making, the study
of sign process (semiosis) and meaningful communication. For instance, when we see the
different colours of a traffic light, we automatically know how to react to them. We know
this without even thinking about it. But this is a sign which has been established by
cultural convention over a long period of time and which we learn as children, and requires
a deal of unconscious cultural knowledge to understand its meaning.
Symbolic Communication:
Meta Communication:
Meta communication is all the nonverbal cues (tone of voice, body language, gestures,
facial expression, etc.) that carry meaning that either enhance or disallow what we say in
words. It is ‘communication about communication’ so that the deeper ‘message within a
message’ can be uncovered and understood. When a patient tells the nurse that he is cool
to undergo surgery with his body rigid and sharp voice, a nurse can interpret that he is
anxious as evidenced by the body language.
Media of communication:
It would be possible to classify the communication media into three main groups:
Audial, Visual and Audio-Visual.
Audial communication media is adopted through conferences, the interviews, the
inspection trips, public meetings, broadcasts, telephone calls, etc.
Visual communication media includes written communication viz., circulars, manuals,
reports, bulletins and hand books and pictorial forms namely pictures, photographs,
posters, cartoons, slides, flags, insignia, etc.
Audio-visual media comprises sound motion pictures, television and personal
demonstrations.
Each of these media has its advantages and disadvantages bun it is up to the management
to decide what media will be used for which purpose.
Communication Channels:
The channel, or medium, used to communicate a message affects how accurately the
message will be received. Channels vary in their “information-richness.” Information-rich
channels convey more nonverbal information. Research shows that effective managers
tend to use more information-rich communication channels than less effective managers.
The figure below illustrates the information richness of different channels.
Information
Information Channel Richness
Face-to-face
High
conversation
Videoconferencing High
E-mails Medium
Formal written
Low
documents
Spreadsheets Low
Seven Cs in Communication
1. Downward
2. Upward
3. Lateral
4. Diagonal
5. External
The top level for downward communication makes use of devices, such as, directives,
written or verbal orders or instructions, manuals, staff conferences, budget sanctions,
other authorisations to inform the lower rungs about its attitude and ideas as well as to
direct, guide and advise. '
If little upward communication exists, the difficulties are multiplied, because the orders
themselves are apt to be unrealistic and are likely to meet with worker's resistance.
Organizational publications, circulars, letter to employees, group meetings etc are all
examples of downward communication.
The upward reporting system is often of very limited use or value in finding fault. in the
agency's operation because sometimes the head of the agency may appear to be
unbelievably blind as to what is really going on in his agency; yet based on the reports he
gets everything is fine: these reports simply do not present him with all the facts.
Grievance Redressal System, Complaint and Suggestion Box, Job Satisfaction surveys etc
all help in improving upward communication. Other examples of Upward Communication
are -performance reports made by low level management for reviewing by higher level
management, employee attitude surveys, letters from employees, employee-manager
discussions etc.
• It is time saving.
• It facilitates co-ordination of the task.
• It facilitates co-operation among team members.
• It provides emotional and social assistance to the organizational members.
• It helps in solving various organizational problems.
• It is a means of information sharing
• It can also be used for resolving conflicts of a department with other
department or conflicts within a department.
Internal Communication: When people within the organisation communicate with one
another, it is said to be an internal communication. Employees of an organization do so
to work as a team and realise their common goals. Internal communication could be
official or unofficial. It could be individual to individual, individual to group, group to
individuals, department to department.
Networks of Communication:
Communication Networks are the modes for transmission of messages. Networks can be
dyadic, group, or organizational level networks. Also, employees can be members of
multiple networks simultaneously. Networks can be of following types:
Formal networks are split into two parts Centralized Networks and Decentralized
Networks:
Chain Network – Serial transmission (in a line). The chain here refers to an
arrangement of persons starting from the central authority in a tree like
structure. The person at the top of the chain, being empowered with central
authority, passes the message to the other person who is linked to him directly, who
passes it further in the same manner.
Such an approach to communication is a formal approach suited for formal
communication and is generally found in any hierarchical organization like Civil
services. At the top of the hierarchy, the initiator of the message has full control
over its transmission and is able to oversee its flow downward through the levels of
management. Such a serial or hierarchical flow of information may however make
people at the lower levels feel a bit isolated and distant from the top management
and may become indifferent to it.
Y Network – Shaped like a Y. This type of network also facilitates flow of
information through a hierarchical structure in an organization. The difference
being in the fact that here there is more than one source through which information
may be originated. An example of this may be Police force and Army people who
receive information from various sources above them.
Wheel Network – Central message unit and separate transmission/reception
units in all directions. This network resembles the structure of a wheel wherein
there is one central unit handling transmission and receipt of communication
message through separate transmission/reception units in all directions. It has the
advantages of quick and simultaneous transmission of message to all as message is
passed directly and not in a serial order. It gives a greater sense of belongingness to
the employees as they feel directly connected to the central authority. Because of
this, such a network is particularly suitable for solving organizational problems
Figure : (a)The Serial, (b) Y, (c) Wheel, (d) Circle and (e)All Channel Networks.
Informal Communication
Single-strand – In this pattern information passes from one person to the other in
a sequential order, like: A à B à C and so on.
Gossip chain – In this pattern one person passes information to everyone else in
the organization, like spreads information to everybody.
Probability chain – In this pattern information is passed randomly by one person
to those who come in contact with him. They further pass it randomly, like ‘A’
provides information randomly to ‘M’, ‘Q’, ‘R’ and ‘Z’ who do so in turn following
probability rules.
Cluster transmission (most common) – In this pattern one person passes
information to a selected few confidentially; stating, ‘It is strictly between you and
me’. A few of them transmit it further while others keep it to themselves. For
example, ‘A’ communicates information to four other employees whom he trusts,
two of them duplicate it further.
(a) Single strand, (b) Gossip chain, (c) Probability chain, (d) Cluster chain
Grapevine communication is very useful to the managers as it spreads very fast like
wild fire throughout the organization. It supplements the formal channel of
communication by transmitting information about the company’s history and traditions
as well as such information that cannot be communicated through formal channel. It is
also helpful to the managers in seeking feedback about policies, directions and
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instructions. It helps in developing healthy relations amongst people in the organization
as it cuts across the official channel of communication.
However, it is not free from pitfalls. Unsubstantiated rumors can create dysfunction
as a result of grapevine communication. Information (intended lay-offs, for example) can
leak before ready. Information filtration and distortion usually takes place. Information
transmitted through this channel may be wrong and distorted, it is not authentic and may
also be incomplete. Origin of information cannot be ascertained and therefore fixing
responsibility is difficult. It spreads through word of mouth and is not supported by
evidence. This makes it non-dependable.
Barriers to Communication:
Communication barriers are those factors that hinder the effectiveness of communication
at some stage in the process of communication. Such communication barriers often occur
despite a good the communication system in an organization. A host of factors may either
individually or collectively affect the effectiveness of communication. Some of these may
be physical barriers while some may be system design faults and yet some may be termed
as attitudinal barriers etc.
Semantic barriers: Semantics is the branch of linguistics dealing with the meaning of
words and sentences. Semantic barriers are concerned with problems and obstructions in
the process of encoding and decoding of message into words or impressions.
Organizational barriers: These barriers arise when duties and line of authority are not
clearly defined. The factors related to organisation structure, authority relationships, rules
and regulations may, sometimes, act as barriers to effective communication. Various types
of organizational barriers are: Policy, Rules and regulations, Facilities, Complex
organization, Status and position.
Physical barriers –Staff located in different buildings, on different floors of the same
building or on different sites may find it difficult to interact face to face on a frequent basis.
Although other modes of communication are available, but if coming together physically
is important to discuss some vital issues, such a placement of people causes a physical
barrier. Physical barrier does not restrict to the physical location of the communicators
alone, but also includes poor or outdated equipment and the failure of management to
replace them with new technology. Inadequate staff availability, distractions in the form
of background noise or poor lighting or extreme weather conditions can indirectly affect
communication by affecting people's morale and concentration. Example, Physical health,
Poor hearing, Distances etc
The sender must make the purpose of communication clear. He must use simple
and easy language and explain the technical terms to avoid misunderstanding.
He must plan the message thoughtfully before communicating.
He must supplement verbal communication with appropriate facial expressions,
gesture, body movement voice and tone.
He must take the feedback from the receiver to ensure that the massage has been
understood with right perception.
The sender may also use projectors, slides and charts if necessary to strengthen his
communication.
He must overcome distrust and maintain good relations with the receiver before
sending message.
Development of listening skills on the part of receiver also improves
communication process. As far as possible noise must be avoided in
communication, but if it could not be avoided then the place must be changed.
To overcome emotional encounters in some unpleasant situations, written
communication must be preferred to oral communication.
In case of linguistic problems, language translators should be appointed.
The communicators must be open-minded and receptive to ideas, suggestions and
improvements.
It is equally important to choose the right channel of communication, for
example, official information should be sent through official channel and feedback
should be obtained through informal channel.
Revision
Communication
Components of Context
Communication Sender/Encoder
Process Message
Encoding
Medium
Recipient/Decoder
Decoding
Feedback
Non-Verbal Kinesics
Communication Oculesics
Haptics
Proxemics
Objectics
Environmental Factors
Chronemics
Paralanguage/Vocalic
Olfactics
Gustorics
Media of Audial
Communication Visual
Audio-Visual
Seven Cs in Clear
Communication Concise
Concrete
Correct
Coherent
Complete
Courteous
Types of Downward
Communication Upward
based on Lateral/Horizontal
communication Diagonal
Channels External
Internal
Informal Grapevine
Network of o Single-Strand
Communication o Gossip Chain
o Probability Chain
o Cluster Transmission
External and
Internal
Communication
Barriers to Semantic barriers
Communication Organizational Barriers
Psychological Barriers
Physical Barriers
Mechanical/System Barriers
Perceptional Barriers
Attitudinal Barriers
A. Kinesics
B. Haptics
C. Chronemics
D. Vocalic
E. Semiotics
Q3. Which of the following communication refers to communication that takes place
between a manager and employees of other workgroups?
A. Downward
B. Upward
C. Lateral
D. Diagonal
E. External
A. Semantic
B. Organisational
C. Psychological
D. Perceptional
E. All of the above
Q1. What the different Barriers to communication? How to overcome the same?