CAF BCR 01 Communication
CAF BCR 01 Communication
CAF BCR 01 Communication
Chapter – 01 – Communication
INTRODUCTION
“Communication (from Latin communicare, meaning “to share”) is a process of exchanging
information, ideas, thoughts, feelings and emotions through speech, signals, writing, or
behaviour.
In communication process, a sender (encoder) encodes a message and then using a medium/
channel sends it to the receiver (decoder) who decodes the message and after processing
information, sends back appropriate feedback/ reply using a medium/channel.” (Source:
ggu.ac.in)
TYPES OF COMMUNICATION
• Oral Communication refers to communication through the spoken word, either face-
to-face, telephonically, via voice chat, video conferencing or any other medium. Formal
medium like lectures, conferences, seminars, meetings and informal conversations, chit-
chat, gossip etc. are part of oral communications. Effectiveness of oral communication
depends on clear speech and the tone used by the speaker. Speaking in too high/ low
volume or too fast/slow can also impair communication between people. Even non-
verbal communications such as body language and visual cues effect the quality of
interaction among individuals or group.
Verbal communication is the easiest, fastest, and the most successful form of
communication. Yet, surprisingly according to research, it comprises of only
seven percent of all human communication!
spoken words or express ideas and emotions on their own. Its functions are to complement
and illustrate, to reinforce and emphasize, to replace and substitute, to control and regulate,
and to contradict the denoted message.
• Physical nonverbal communication: An individual’s body language that is,
facial expressions, stance, gestures, tone of voice, touch, and other physical signals. For
example, leaning forward may mean friendliness, acceptance and interest, while crossing
arms can be interpreted as antagonistic or defensive posture.
• Paralanguage: The way you say something, more than the actual words used, reveal
the intent of the message, The voice quality, intonation, pitch, stress, emotion, tone, and
style of speaking, communicates approval, interest or the lack of it. Research estimates
that tone of the voice accounts for 38 percent of all communications.
• Aesthetic communication: Art forms such as dancing, painting, sculptor, music are
also means of communication. They distinctly convey the ideas and thoughts of the
artist.
• Appearance: Appearance is usually the first thing noticed about a person. A well
dressed and groomed person is presumed to be organized and methodical, whereas a
sloppy or shabby person fails to make a favourable impression.
Visuals like graphs, pie charts and other diagrammatic presentations convey clearly and
concisely a great deal of information. They are an essential part of official presentations
these days.
Informal channels of communication are equally important for the health of the company. Most
verbal communications between friends, family and community are informal and casual in
nature.
1. Formal communication: Formal communication, both oral and written, follows the
hierarchy in the organization. Formal format, style and language have to be used. The
communication pattern can be vertical, horizontal or diagonal.
• Vertical: Information can flow upwards or downwards in the organization. Data that is
collected flows up to the top levels of management for review and decision making, while
instructions and orders are passed down from the management/ seniors to the
subordinates for implementation.
• Horizontal: Horizontal communication that involves communication between two
parts of the organization at the same level. For example, the managers of a project in a
company may hold a regular daily, weekly or monthly meeting to discuss the progress of
the project.
• Diagonal: Cross-functional communication between employees at different levels of the
organizational hierarchy is described as diagonal communication. Diagonal
communication is increasingly common in larger organizations. It reduces the chances of
distortion or misinterpretation by encouraging direct communication between the
relevant parties. For example, a junior engineer reports directly to the General Manager
regarding the progress on the project.
Employees in an organization interact with each other outside the formal domain. Such
communication is called ‘grapevine’ - gossip in the office. Employees of different
departments and varied levels meet and discuss matters casually and informally. The
grapevine satisfies the social needs of the people and helps in building relationships. It is
also useful in addressing certain needs and grievances of employees.
NETWORK IN COMMUNICATION
A communication network refers to the method and pattern used by members of an
organisation to pass on information to other employees in the organization. Network helps
managers create various types of communication flow according to requirement of the task at
hand. Some companies have established and predefined networks of communication for
specified venture.
The structure of communication within a company depends upon the size of the organisation,
type of communication channels in the organisation and the number of persons involved in the
process.
2. Circuit Network:
3. Chain Network:
The communication pattern that follows the chain of
command from the senior to the junior is called the
chain network. Communication starts at the top, like
from a CEO, and works its way down to the different
levels of employees. The supervisor/ manager/ CEO
gives commands or instructions to those working under
5. Star Network:
many irrelevant words or adjectives, for example, ‘you see’, ‘I mean to say’, etc. Ensure that
there are no repetitions.
3. Concrete: The content of your communiqué should be tangible. Base it on facts and figures.
Abstract ideas and thoughts are liable to misinterpretation. Make sure that there is just
sufficient detail to support your case/ argument and bring focus to the main message.
4. Coherent: Coherence in writing and speech refers to the logical bridge between words,
sentences, and paragraphs. Main ideas and meaning can be difficult for the reader to follow
if the writer jumps from one idea to another and uses contradictory words to express
himself. The key to coherence is sequentially organized and logically presented information
which is easily understood. All content under the topic should be relevant, interconnected
and present information in a flow.
5. Complete: A complete communication conveys all facts and information required by the
recipient. It keeps in mind the receiver’s intellect and attitude and conveys the message
accordingly. A complete communication helps in building the company’s reputation, aids in
better decision making as all relevant and required information is available with the receiver.
6. Courteous: Courtesy implies that the sender is polite, considerate, respectful, open and
honest with the receiver. The sender of the message takes into consideration the viewpoints
and feelings of the receiver of the message. Make sure nothing offensive or with hidden
negative tone is included.
7. Listening for Understanding: We are bombarded by noise and sound in all our waking
hours. We ‘hear’ conversations, news, gossip and many other forms of speech all the time.
However, most of it is not listened to carefully and therefore, not understood, partially
understood or misunderstood. A good listener does not only listen to the spoken words, but
observes carefully the nonverbal cues to understand the complete message. He absorbs the
given information, processes it, understands its context and meaning and to form an
accurate, reasoned, intelligent response.
The listener has to be objective, practical and in control of his emotions. Often the
understanding of a listener is coloured by his own emotions, judgments, opinions, and
reactions to what is being said. While listening for understanding, we focus on the individual
and his agenda. A perceptive listener is able to satisfy a customer and suggest solutions as
per the needs of the client.
8. Focus and Attention: Everyday work environment has multiple activities going on
simultaneously. The ringing of the phone, an incoming email, or a number of tasks requiring
your attention, anxiety related to work, emotional distress etc. can distract you. Such
distractions are detrimental to the communication process with an individual or a group of
people. You may overlook or completely miss important points or cues in the interaction.
9. Emotional Awareness and Control: “Human behaviour is not under the sole control of
emotion or deliberation but results from the interaction of these two processes,” Lowenstein
said.
However, emotions play a major role in our interactions with other people. They are a
powerful force that affect our perception of reality regardless of how hard we try to be
unbiased. In fact, intense emotions can undermine a person’s capacity for rational decision-
making, even when the individual is aware of the need to make careful decisions.
1. Physical barriers: These are a result of our surroundings. Noise, technical disturbances,
outdated equipment, distant locations, office doors, separate areas for people of different
areas, large office spaces, old technology and lack of appropriate infrastructure can lead to
problems in transmission of message.
Difficult words, subject specific terminology, unfamiliar expressions and ambiguous words
having multiple meanings, create hurdles in communicating. It is also a fact that that the
linguistic ability of various people in the workplace is different. Some maybe proficient in the
language while others may possess just basic skills. Therefore, it is important to use clear,
simple easily understood language in most of your official communications.
In addition, every organization too has its own work culture. In fact, departments within the
same company may also differ in their expectations, norms and ideologies. This can impact
intra and inter organizational communication.
The same principle applies to families and family groups, where people have different
expectations according to their background and traditions leading to friction and
misunderstanding. A very simple example is of the way food is served by a member of a
family. It can be the cause of appreciation or displeasure.
5. Emotional barriers: One of the chief barriers to open and free communications is the
emotional barrier. Anger, fear of criticism or ridicule, mistrust of person, suspicion of
intentions, jealousy, anxiety and many more feelings and sentiments we carry within us,
affect our communication ability and quality. A person who is upset and disturbed cannot
pass on or receive information appropriately and objectively. His emotions will colour his
perception and assessment of the communication.
6. Attitude barriers- Personal attitudes of employees can affect communication within the
organization. A proactive, motivated worker will facilitate the communication process,
whereas a dissatisfied, disgruntled, shy, introvert or lazy employee can delay, hesitate in
taking the initiative, or refuse to communicate. Attitude problems can be addressed by good
management and regular interaction with staff members.
7. Perception Barriers- Each one of us perceives the world differently and this causes
problems in communicating. The same content is seen and interpreted differently by two
people and therein lies the root cause of miscommunications and misunderstandings.
8. Physiological barriers- Ill health, poor eyesight, hearing difficulties or any other
physiological problems can be hurdles in effective interaction with others.
Anyone who is not tech friendly struggles to communicate effectively via the medium.
Moreover, an individual is faced with a huge amount of information every day in the form of
emails, texts and social updates. Multitasking is the norm these days. The information
overload and trying to accomplish too many things together can result in gaps in
communication and miscommunications.