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Communication: Importance, Forms and Improving Effectiveness in Communication Process in An Organization

This document discusses communication in organizations. It defines communication and outlines the communication process, which involves a sender encoding and transmitting a message, a receiver decoding the message, and feedback from the receiver. It describes the importance of communication for coordination, decision-making, management efficiency, leadership, motivation, and smooth operations. The document also discusses formal and informal communication in organizations and the advantages and disadvantages of formal communication.

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0% found this document useful (0 votes)
47 views23 pages

Communication: Importance, Forms and Improving Effectiveness in Communication Process in An Organization

This document discusses communication in organizations. It defines communication and outlines the communication process, which involves a sender encoding and transmitting a message, a receiver decoding the message, and feedback from the receiver. It describes the importance of communication for coordination, decision-making, management efficiency, leadership, motivation, and smooth operations. The document also discusses formal and informal communication in organizations and the advantages and disadvantages of formal communication.

Uploaded by

dikshalu
Copyright
© © All Rights Reserved
We take content rights seriously. If you suspect this is your content, claim it here.
Available Formats
Download as DOCX, PDF, TXT or read online on Scribd
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Communication: Importance,

Forms and Improving


Effectiveness in
Communication Process in an
Organization
by Saritha Pujari Organization

Advertisements:

Communication: Importance, Forms and Improving Effectiveness in


Communication Process in an Organization !
Communication can be defined as transmission or exchange of ideas,
views, message, information or instructions between two or more persons
by different means.

Image Courtesy : mikemccready.ca/blog/wp-content/uploads/2mall.jpg

The common means and ways for transmission of ideas are:


(a) Spoken words;
(b) Written words;
(c) Diagrams, pictures or graphs; and
(d) Gestures.
The communication is a two way process as it begins with sender and ends
when the feedback comes from receiver to sender. Minimum two parties

are involved in the process of communication, i.e., the sender and the
receiver.

Communication Process/Elements of
Communication Process:
The communication process begins when sender thinks of an idea or
message to be conveyed to other person. Then the sender encodes the
message, i.e., plans out the words or the language in which the message
must be sent to the other party. After encoding the message the sender
transmits or transfers the message by using different ways and means.
After transmission the message reaches to receiver.
The receiver decodes the message to understand the message and give
his response or feedback to the sender. When the feedback reaches back
to sender then only the communication process ends which means the
communication is a circular process which starts with sender and ends with
sender.

1. Sender:
Sender is the person who conveys the message. The communication
process begins immediately when the idea comes in the mind of sender.
2. Message:
The contents of ideas or message or suggestion which sender wants to
share with receiver is called message.

3. Encoding:
Receiver cannot read the mind of sender. So receiver converts the idea into
a language or other communication symbols such as pictures, gestures,
etc. This is known as encoding.
4. Media:
It is the way or means through which encoded message has to be
transmitted to receiver. The common ways of transmission are phone,
letter, internet, message, etc.
5. Decoding:
Decoding refers to converting the encoded message into language and
understanding the message.
6. Receiver:
Receiver is the person who receives the communication and understands
the message.
7. Feedback:
After understanding the message the receiver sends his response on that
idea or message to sender. When response reaches the sender then only
communication process ends.
8. Noise:
Noise is any element which results in disturbance, distraction or interruption
in the flow of information. The noise can be a loud sound made by any
vehicle, disturbance in the telephone line, disconnection of line, losing of
letter or documents on the way, poor connectivity in the e-mail or internet.
Due to noise the message is not conveyed to receiver and receiver is not
able to decode the message in the same manner as expected by the
sender.

Importance of Communication:
The communication is an important element of directing because of
following points:
1. Act as basis of Coordination and Cooperation:
Generally the organisational objectives are set up at planning stage and
these objectives have to be communicated to management at all levels.
That is why through communication only the objectives and goals of the
organisation are made clear to every employee.
While setting up the personal targets and objectives of employees the
managers must get the accurate information which reaches manager
through communication only. Through communication the top level
management is able to interact with lower level management and all the
employees. This interaction helps in getting the commitment and cooperation and coordination of people.
2. Act as basis for Decision Making:
For taking any major decision or solving any problem in the organisation
there is a need to get the most accurate information and information moves
in organisation through communication only. Whenever the managers are
taking decisions they keep in mind the pros and cons or positive or
negative aspects. The accurate information regarding the positive and
negative aspect comes only through communication.

3. Increase managerial efficiency:


Every individual in the organisation is assigned a job or task. He is made
responsible for some activities. He is granted authority to carry on those
responsibilities. This classification of task, responsibility and authority is
possible only when the information reaches accurately to the employees.
The employees must know clearly who has to report to whom, what part of
total job they are expected to perform and what are their decision making
powers. The clarity about these questions comes only with smooth flow of
communication.
4. Establish effective leadership:
If there is two way information flows between the superiors and
subordinates then there will be definitely positive reaction of employees.
Generally rules are framed by the top level authority but these are applied
on all the employees in the organisation. So it is always advisable to
interact clearly with all the levels of employees before framing the rigid
rules and regulations. The rules are more effective when they are formed
with the interaction of employees.
5. Helps in Process of Motivation and Morale Development:

Motivation is a psychological process of developing willingness to work. In


the motivation process the superiors try to analyse the needs of
subordinates and the needs can be recognised only when there is smooth
flow of information and exchange of views between the superiors and
subordinates.
With the communication it becomes more convenient for the superiors to
offer financial and non-financial incentives. The job satisfaction and the
moral of the employee depend on the communication between superior
and subordinates.
6. Helps in Smooth Working of an Enterprise:
All interactions in organisation depend upon communication. Smooth
working of an enterprise is possible only when there is no communication
gap. Right from establishing of enterprise till its survival communication is
essential.
Through communication managers give directions to subordinates for
smooth functioning of organisation.
7. Promotes Cooperation and Peace:
Through two way communication process managers try to develop mutual
understanding between management and workers. Through smooth flow of
communication subordinates and superior can discuss their problems,
grievances and aspirations. Cooperation brings peace in the organisation.

Forms of Organisational Communication:


There are two forms of organisational communication:
i. Formal Communication; and
ii. Informal Communication.
1. Formal communication:
Formal communication refers to official communication taking place in the
organisation. Whenever there is exchange of views or message or
information related to official matter such as assignment of task, fixing of
responsibilities, granting authority or setting up of targets, objectives etc.
then it is known as formal communication.
Formal communication generally takes place in the written form such as
issue of notice, letter, memo, document, etc. Verbal or oral channels are
avoided in formal communication as there is no record or proof of such
communication.
According to direction of flow formal communication can be divided into
four types:

i. Downward Communication:
The flow of information from the top level or from the superiors to lower
level or subordinates is known as downward communication. In this
communication the manager passes instructions to his subordinates and
the success of downward communication depends upon communication
skill of the managers. The common ways of having downward
communication are:
ii. Upward Communication:
When the subordinates inform or pass any information to superiors then it
is known as upward communication. This communication flows from
subordinates to superiors. Upward communication generally consists of
work performance, opinion, grievances or problems of the employees.
In the recent years upward communication is gaining more importance
because the subordinates prefer to involve themselves in the decision
making and they have started demanding a better working condition. The
upward communication may take place in the following manner:
iii. Horizontal Communication:
Horizontal communication is the communication between the two or more
persons working at the same level of authority. Generally different
departmental heads discuss the policy of their department with each other.
That will be considered as the horizontal communication. Discussion
between two managers of same rank is also a horizontal communication.
For example, the marketing manager may discuss from time to time the
quality and packing of product with the production manager.

iv. Diagonal Communications:

Diagonal communication is a flow of information between the persons


working in different departments and holding different levels of authority.
For example, the salesman may request the production manager to modify
the product design according to the requirement of the customer. The
diagonal communication prevents delay in flow of information and helps in
taking fast decisions as subordinates of one department can directly
communicate with the managers of other department.

Advantages of Formal Communication:


1. The formal communication is very systematic and ensures orderly flow of
information.
2. The source of information can easily be located.
3. In formal communication it is easy to fix the responsibilities of different
employees as there is proof for the information.
4. Through formal communication it is easy to exercise control over the
work performance of different employees.

Disadvantages:
1. The information is delayed as generally scalar chain is followed while
passing of information.
2. In formal communication the information is conveyed or passed in
impersonal manner.
3. The information may not be transmitted accurately to avoid the
unfavourable effect of communication.

The common networks of formal communication are:


1. Wheel Pattern:
It is the most centralised way of communication. Under wheel pattern all
the information flows from one person only who is generally leader of the
group. The other members have no communication link with each other. It
is a common pattern of centralised organisation.

2. Chain Pattern:
Under the chain pattern each person gets the information from one person
that is their immediate boss and passes the information to one person who
is their immediate subordinate. So, every member is attached to one
person.

3. Circle Pattern:
In the circle pattern each person communicates with two more persons in a
group. The person may receive or give information to two more persons in
the organisation. In this type of organisation every member participates
equally in flow of information. That is why it is more decentralised.

4. All Source (Channel) Pattern:

Under all channel pattern there is no fixed pattern of communication. All the
members in the organisation are linked to each other and information can
flow from anywhere in the organisation. It is most decentralised
organisation.

5. Inverted V:
In this network a subordinate is allowed to communicate with his immediate
superior and also with the superior of his superior. However in latter case
only limited communication can take place.

2. Informal Communication:
Informal communication between different members of organisation who
are not officially attached to each other is known as informal
communication. Generally, the social interactions, friendly talks and nonofficial matters are discussed in the informal communication.
There is no fixed direction or path for the flow of information under informal
communication. The information moves in a very vague, confusing and zigzag manner. That is why the network of informal communication is known
as Grape Vine.

There is no fixed source of information under informal communication and


information can move in any direction. There are several types of informal
systems.
But the common networks of informal communication are:
1. Gossip:
Under gossip pattern one person tells many ^4 f which means information
is with one member of organisation and he shares the information with
many other people in his social group.
2. Clusters:
Under this pattern or method the information is shared between two
persons who trust each other, then one of the persons from that group
passes the information to members of other group and one person from
other group may pass it to another and so on. So, under cluster method
one person tells the information to select other persons.
3. Single Strand:
In single strand pattern each individual communicates to the other in
sequence.
4. Probability:
In probability network the individual communicates randomly with other
individuals.

Advantages of Informal Communication (benefits from employees


point of view):
1. The employees can develop friendly relationship and get social
satisfaction.
2. Through informal communication the matters can be discussed which
cannot be discussed through official channels.
3. It provides information to all the members cutting across the official
channels.
Benefits from management point of view:

1. The managers can fill up communication gap if there is any through


informal communication.
2. Informal communication travels very fast. So urgent matters can be
communicated informally.
3. The managers can get true and accurate response of subordinates on
various policy matters.
4. Informal communication provides emotional relief to employees and
results in reducing union and management problems.
Disadvantages of Informal Communication:
1. The information travels in a very unsystematic manner and gets distorted
while passing through various channels.
2. Informal communication helps in spreading rumors and false facts.
3. Responsibilities cannot be fixed as the source of information cannot be
known.
4. The confidential information may get leaked under informal
communication.

Barriers to Effective Communication:


Sometimes the message sent by sender does not reach the receiver in the
same manner as expected by the sender. This filtration, misrepresentation
of communication may cause misunderstanding. Therefore it is important
for a manager to identify these barriers and take measures to overcome
these.
The barriers can be grouped in following categories:

i. Semantic Barriers
ii. Psychological Barriers
iii. Organisational Barriers
iv. Personal Barriers
1. Semantic Barriers:
Sometimes the same words and sentences can be understood differently
by different people in the organisation which means difference in the
understanding levels of employees. For example, if the production manager
announces in the meeting that there will be increase in budget of
production department then employees may understand that their salary
will increase but managers may understand it that expensive machinery will
be purchased. Main causes for semantic problem can be
(i) Badly expressed message:
Sometimes due to lack of vocabulary manager may use wrong words,
omission of needed words. Due to this the manager may fail to convey the
same meaning to his subordinates.
(ii) Symbols with different meanings:
Sometimes a word may have different meanings. Receiver may understand
the other meaning. For example: Price, Prize, Principle, Principal, Right,
Write, etc. or handle with care. Hold the handle of door carefully.
(iii) Faulty Translations:
Sometimes the workers do not understand the language which is used by
manager so workers get it translated. If translator is not efficient he may

make mistake in translation. Due to wrong translation there may be transfer


of wrong message.
(iv) Un-clarified Assumptions:
Sometimes the worker may misinterpret the assumptions. For example
boss may instruct the subordinate to take care of goods. He may mean
that takes care of quality of goods whereas workers may understand that
he is instructing to keep the goods safely.
(v) Technical Jargon:
While explaining to subordinates many specialised experts use technical
words which may not be understood by the workers.
(vi) Body language and gesture decoding:
Along with verbal communication another important mode of
communication is body language and gestures shown by person who is
talking. If the verbal communication is not matching with the body
language, then workers may get confused and misunderstand the meaning.
ExampleIf manager is telling a joke but there are signs of anger on his
face then worker will get confused.
2. Psychological Barriers:
Emotional or psychological factors also act as barriers to effective
communication. The state of mind has great influence over the information
and its reflection. As a frightened person may not communicate properly
similarly an angry person may not receive the communication effectively.
Some of the psychological barriers to effective communication are:
(i) Premature Evaluation:

It means deriving conclusions before completion of message. Sometimes


people evaluate the meaning of message before the sender completes the
message. In such case the receiver may not have an open mind.
He may have some personal prejudice against the sender. He may resist
change. He jumps to conclusions without logical deduction from the
situation.
(ii) Lack of Attention:
It means when receiver does not pay complete attention to the message as
a result communication becomes ineffective. The reason can be
preoccupied mind of receiver. For example, when worker is giving
suggestion regarding method of production, the manager is preoccupied
with an important file.
Sometimes managers do not give attention due to extreme emotions for
example, depression or jubilation. This lack of attention may disappoint the
employees.
(iii) Loss by Transmission and Poor Retention:
When communication passes through various levels, this results in filtering
or loss of information. Specially when is oral information sometimes
manager may not be able to retain all information for a longer time. They
may ignore or misinterpret some of the information when they are not
interested.
(iv) Distrust:
Distrust between communicator and receiver also acts as a barrier to
effective communication. They may not understand each others message
in the original sense, secondly they do not give much importance to the
information exchanged between them.

3. Organisational Barriers:
Factors related to organisational structure, authority relationship, rules,
regulations may act as barriers to effective communication.
Some of the organisational barriers are:
(i) Organisational Policy:
If organisational policy does not support free flow of information it may
result in barriers. For example in centralised organisation most of the
information remain at top level only. People at lower level may not be able
to communicate freely in centralised organisation.
(ii) Rules and Regulations:
Rigid rules, regulations may also create barriers as following rules may
lead to red tapism, delay of action and delay in movement of information.
(iii) Status Difference:
Sometimes the people working at higher level do not believe in the
information supplied by the lower level employees as they feel how would
he know about my job and who is he to give me suggestions.
(iv) Complex organisation:
When the information passes through various levels then there can be
screening or filtering of information at different levels. For example, while
giving the feedback the subordinates filter all their negative points and
highlight only their positive side.
(v) Organisational Facilities:
In large organisation free and effective flow of communication is possible
only when some facilities like social get together, complaint box, task force,
etc. exist. In absence of such facilities there can be delay and barrier to
effective communication.

4. Personal Barriers:
Certain personal factors of sender and receiver may influence the free flow
of information.
Some of the personal barriers are:
(i) Lack of Confidence of Superior in his subordinates:
If superiors have no confidence and trust in their subordinates then they
pay no attention to their advice, opinion or suggestions.
(ii) Lack of incentives:
If there is no incentive for communication then subordinates may not take
initiatives to give suggestions.
For example if there is no reward given for giving some good suggestion
then employees will take no initiative to give good suggestions.
(iii) Fear of Authority:
Sometimes superiors conceal and hide information if they have fear of
losing their authority over the subordinates.

Improving Communication Effectiveness:


All organizations face barriers to effective communication. By using
following measures they can overcome such barriers.
1. Clarify the idea before communication:
In the first place we must be clear about what we want to communicate.
The message can be conveyed properly only if it is clearly formulated in the
mind of the communicator. The message should be encoded in direct and
simple language so that the receiver is able to understand it without much
difficulty.
2. Communication according to the need of the receiver:
Whenever we communicate we must keep in mind the needs of the
receiver of the message or it should be our effort to see that whatever
message or information we send across must be of value to receiver. This
will make receiver more receptive. Sender must select the words according
to the education level of receiver.
3. Consult others before communicating:
Before communicating the message it is advisable to consult others.
Effective communication is the responsibility of all persons in the
organisation as all have to work towards a common goal. If plans are
developed with consultation and involvement of subordinates, they will
accept it with full cooperation.
4. Use of proper language, tone and contents of message:
For an effective communication the words, tone and symbols used in
message must be selected very carefully. The language used should not
offend the sentiments of listener. The symbols used in message must be
known to the listener.

5. Proper feedback:
Feedback helps to know the effect or success of communication given by
sender. Communication is complete only when the message is understood
by the receiver.
We can never know whether receiver has understood the message or not
unless we get the feedback. Feedback also provides opportunity for
suggestions and criticism.
6. Communication for the present as well as for future:
Communication must meet the need of present organisation as well as for
future organisation. There must be consistency in the past, present and
future communication.
7. Follow up communication:
There should be proper follow up of the information given by manager to
subordinate. This follow up helps to remove hurdles, misunderstanding of
instructions given by manager to subordinates.
8. Good listener:
The sender must listen to receivers words alternatively; on the other hand
receiver must also listen with due attention. Patient and attentive listening
solve many problems.
9. Open mind:
The parties to communication must have open mind. They should not try to
withhold information for their personal interest. They should not react
before receiving and listening the full message.
10. Completeness of message:

A message is effective only when it is given completely. The receiver


should not be left guessing. It may lead to misunderstanding. A complete
message carries all necessary facts and figures

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