Set 1 BC&RW

Study Support Material

Part A

What is Communication?

“The imparting or exchanging of information, ideas or feelings by speaking, writing,

or using some other medium”.

The word "communication" is derived from the Latin word "communicare" which
means: to share, exchange, send along, transmit, talk, gesture, write, put in use,
relate,etc.

A number of definitions have been given to the term "communication". A few

important ones are:

 Communication is the sum of all the things one person does when he wants to
create understanding in the mind of another. It involves systematic and
continuous process of telling, listening and understanding.
Louise Allen

 Communication is process of conveying messages (facts, ideas, attitudes and

opinions) from one person to another so that they are understood.
M.W. Cumming

 Communication is defined as the interchange of thought or information

between two or more persons to bring about mutual understanding.
Robert Anderson

 Communication as the transfer of information and understanding from one

person to another person. It is a way of reaching others with facts, ideas,
thoughts, and values.

Keith Davis

Based on the above definitions we conclude that there are certain

characteristics of communication. These are:
 o Communication involves at least two persons-the senders and the
receiver.

o It involves the transfer of ideas, facts, emotions, gestures, symbols, and

action from sender to receiver.

o Understanding is an essential component of communication, that is, the

ideas, opinions, emotions and so on, conveyed should be accurately
replicated in the receivers’ mind.

o Communication may be intentional or unintentional.

o The purpose of communication is to elicit action, inform or to express a

certain point of view.

o Communication is a two-way process, that is, feedback from the receiver

to the sender is an essential component of communication.

o Communication is a dynamic process, that is, it grows and develops.

o Communication is systematic, that is, every component of the process is

affected by every other component. For example, if there is a fault in the
telephone (channel of communication), it will affect the message
received by the receiver.

THE COMMUNICATION PROCESS/ Model/ Cycle

Communication passes between a source (the sender) and a receiver. The message
is encoded (converted to a symbolic form) and passed by way of some medium
(channel) to the receiver, who retranslates (decodes) the message initiated by the
sender. The result is the transfer of meaning from one person to another.
The following ILLUSTRATION shows the communication cycle. The model is made
up of six components:

Components of communication

1.The sender/ encoder/ source

The sender may be a person, a group, a team or an organisation who is sends/

encodes the message. In most cases the sender would be a specific person.
However, reports, letters, memos and prospectuses may be communicated in the
name of a team or even a whole company.

For example, an IT helpdesk may share a group e-mail address that ensures
employees can access 24-hour help using the same group email address.

Another example would be the audit report which is typically signed in the name of
an audit firm rather than an individual partner.

Or you receive a letter from a bank.

2. The Recipient/ decoder

The receiver may also be a person, a group, a team or an organization.

3.The Message:

The message is the actual physical product from the source encoding. When we
speak, the speech is the message. When we write, the writing is the message. When
we gesture, the movements of our arms and the expressions of our faces are the
message. However, messages need not be sent intentionally. Through slips of
tongue, or just a kind of fragrance you smell around may communicate something.

4.The Channel and medium

The communication channel is the route by which the message is transmitted from
the sender to the recipient.

If we take a letter (the medium) as an example, this could be transmitted as

follows:

 Telecommunications: The letter could be read out on a telephone call.

 Internet: The letter could be emailed.

 Post: The letter could be printed and then sent in the post.

 Notice board: The letter could be printed then posted on a staff notice-board

5. feedback

In the communication process, feedback refers to a response from the receiver

which gives the communicator an idea of how the message is being received and
whether it needs to be modified.

Feedback is essential in communication so as to know whether the recipient has

understood the message in the same terms as intended by the sender and whether
he agrees to that message or not. ... It makes communication meaningful. It is the
end-result of an idea and makes communication a continuous process.

6. Context

It refers to the setting in which communication takes place. The context helps
establish meaning and can influence what is said and how it is said. There are at
least four aspects in regards to the idea of context:

1. Formal vs informal
Example: Communication at office vs talking to your family or friends
2. Confidential vs non confidential
Example: pay roll data or client data vs office timings on notice board
3. Urgent vs non urgent
Example: Announcement for the evacuation of building vs guiding juniors on
proper pasture for computer work
 4. Internal vs external
Example: Memo vs letter

Also learn theses definitions

Encoding - To encode is to put a message into words or images. The sender

organizes his message into a series of symbols – either written words or spoken
words or gestures or any other symbolic act or a combination of these modes. This
is termed as encoding of the message. There are three encoding skills: speaking,
writing and body language.

Encoding the matter is a very important element of communication. Using

appropriate words and symbols can make the message clear and effective

Decoding - Decoding is the process by which the receiver interprets the message
and translates it into meaningful information. Decoding involves two things: one is
technically receiving the message as it has been sent, and the other is interpreting
the message the way sender wants receiver to understand.

Stimulus: A stimulus is something that causes a reaction. It creates a need to

communicate and hence there must be a stimulus for communication to take place.
This stimulus may be external or internal. When it develops in an environment, it is
called an external stimulus.

The internal stimulus might be a desire from within the person to send across a
message or information. He converts the message into a code. This process is called
encoding. The sender is also called the encoder.

IMPORTANCE OF COMMUNICATION

Effective communication is central to the success of any business organization.

Communication is an inescapable activity which encompasses almost all facets of
our lives. Much of our life is spent communicating with each other, be it at our
workplace or in our family life.
People have to communicate with each other, exchanging information, making
decisions, talking about new ideas, plans, proposals etc. They also have to
communicate externally with foreigners and people of other races and languages.

Scientific research has discovered that we spend nearly 70% of our waking hours
communicating – writing, reading, speaking, or listening – it seems that
communication is inevitable. A successful person is one who can communicate
effectively.

Communication is an ever-present feature of both commercial and personal life

whether initiated consciously (e.g. writing a report or email) or sub-consciously
(through non-verbal cues such as body-language).

Importance of communication has gained recognition because it is the most vital

mean by which people are connected together in the society. Communication plays a
crucial role in almost all aspects of life. To work in business, government or
organisations is impossible without communication.

Characteristics of Effective communication

Communication should demonstrate the following characteristics in order to
maximise its impact:

 Accurate – Facts and figures including numbers, times, dates and names must be
accurate as inaccuracies can create a bad impression for an organisation which can
ultimately impact on its profitability.

 Appropriate media and channel – This means selecting the right type of
communication such as an e-mail, letter, telephone call, report or meeting. Before
communicating something consider how you would feel and what message you
would actually receive if it was you receiving that particular message via that
particular type of communication.

 Clear – There should be little doubt as to what is meant by the communication.

This requires careful choice of language and keeping the communication as simple
as possible.

 Appropriate language (image and tone) – The image and tone that are portrayed
reflect both the sender and their organisation. It is particularly important when
communicating with parties external to the business to set the right image and tone
to ensure the message being communicated is not distorted and misinterpreted.

Common advice around language includes:

 avoid using complex words;

 support words with tables, graphs and other images; and

 avoid jargon and technical terms unless absolutely essential.

The key purposes of communication:

:
 Acquiring information – collecting, analysing, checking and processing
numerous types of communication both internal and external to an
organisation. This often involves initiatives to generate ideas and solutions.

 Disseminating information – sharing information to those who need it to

perform their job, make a decision or solve a problem. This might involve co-
ordinating plans and communicating goals and structures.

 Maintaining relationships – relationships between co-workers and with

both suppliers and customers need managing through effective and
appropriate communication to ensure continuity of operations and ultimate
profitability of the organisation.

Barrier to communication

Any circumstance that prevents the message from being communicated as intended
by the sender to the recipient.

There are many reasons why the message that the sender sends is not the message
that the receiver receives and interprets. Barriers might include:

 Issues in the relationship between the sender and receiver that can lead to bias.

 Noise – physical interference that damaged the message as it was being

communicated.

For example, a heavy storm may mean that the phone connection is weakened and
keeps breaking up so only part of the spoken words can be heard by the recipient.
Another example might be when watching a television programme and the picture
breaks up every time the electronic garage door is activated (due to electro-magnetic
noise).
There are various types of noise:
1. Physical noise: Physical noise is something external to the speaker and listener
that makes it difficult to hear what is being said – for example loud background
music in a restaurant, extremely high temperatures or very bright (or dim) lighting.

2. Psychological noise: Psychological noise refers to inert qualities that impact how
we communicate and interpret others. For example a loss of concentration or a
wandering of the mind, preoccupation with a problem, battling with prejudice.

3. Physiological noise: Physiological noise describes the interference to either the

sender or recipient from any physiological issue that interferes with communication.
Examples might include a migraine, hunger, fatigue or medication.

4. Semantic noise: Semantic noise describes the lack of a shared meaning in

communication which arises from using terminology and jargon. This exists when
words themselves are not mutually understood and can often arise in technical
areas such as discussions with lawyers, medical professionals, accountants and
scientists (amongst others).

 Confusing and conflicting messages leading to distortion.

 Selecting the wrong channel, for example trying to explain a complicated concept
with words when a diagram and logical written explanation would be more effective.
 Suffering interruptions and distractions during transmission of the message
 Receiver does not provide feedback.
 Lack of information – for example contextual information that is critical to
understanding how to interpret a message.
 Faulty systems – e.g. weak mobile phone signal.
 Stereotyping assumptions that the recipient has a particular level of
understanding.
 Use of technical jargon or complicated language.
 Poor listening skills of the receiver – lack of attention, inability to absorb
information or perceptual selection (in simple terms ‘selective hearing’ – i.e. hear
only what they want to hear).
 Non-verbal signs that contradict a verbal message (for example shaking the head –
which would imply “no” – whilst actually saying “yes”).
 Information overload. This can become a huge issue particularly with emails
whereby the recipient is so swamped with the volume of messages that they are
simply unable to read, interpret and act on all the communications received.
 Differences in education and/or social background leading to cultural differences
and varying interpretations of the same message. For example in many countries
around the world a ‘thumbs-up’ is a positive ‘good news’ gesture (meaning “ok”,
“yes”, or ‘I approve”), whereas in some countries such as Afghanistan, Nigeria, parts
of Italy, Greece and South America is it an offensive obscene insult.
 Sender and receiver speak different languages.
 The recipient of the information may be biased either due to personal or cultural
differences.
 Physical distance between sender and recipient, for example Sydney- Australia
and New York-USA time zones making arranging a videoconference difficult.

Sender and receiver dislike each other and do not trust each other.

 Filtering of Information – this refers to the sender’s deliberate suppression or

manipulation of information so that it may be seen in a more favourable perspective
by the receiver. It includes concealment of information by the sender which is not
considered to be in accordance with the expectations or viewpoints of the receiver.

 Selective Perception – this describes the process by which the sub-conscious

mind subjectively ‘decides’ which stimuli relating to an object, person or event are
relevant and accepts only such stimuli which do not contradict the interests,
experience, background and attitude of the recipient and match (confirm) the
individual’s viewpoints. All other stimuli are considered irrelevant by the recipient
and ignored and rejected by the sub-conscious mind.

Org

When communication is referred to in an organizational context, it is known as

organizational communication. According to William Scott: ‘Administrative 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.‘
In the words of Peter Little, ‘Communication is the process by which information is
transmitted between individuals and/or organizations so that an understanding and
response develops.‘

Classification of Communication

Communication in an organization can be broadly classified into two types:

o Formal Communication

o Informal Communication

This classification is based on channels of communication. The channel of communication

refers to the path through which the information is transmitted

Formal Communication

Formal communication refers to the official communication which follows the formal
channel. Formal channels are the paths of communication that are institutionally
determined, that is, they are established by the organization. This communication follows
the scalar chain of command.

Formal communication can be oral or written. Oral communication can take the form of
interviews, meetings, presentations, and so on. Written communication can take the form of
notes, memos, letters, reports, and so on.

Formal communication can be further classified into the following:

o Downward communication: It refers to communication from top-level managers to

middle or lower-level managers. Any communication that moves from employees to
supervisors, supervisors to managers, managers to executives, regional manager to
general manager and so on, maybe categorized as upward communication.

o Upward communication: It refers to communication from lower-level managers to

top-level managers. It travels through senior executives to junior level functionaries,
from the controlling office to the branch, from the head of the division to the head of
the unit.

o Horizontal or Lateral communication: Lateral communication generally takes

place in an organization and is neither upward nor downward. It proceeds in a
horizontal manner and takes place among equals and at peer level.
 o Interactive communication: Interactive communication is essentially a two-way
process. It takes place through meetings, conferences, teleconferencing, multimedia
presentations, group discussions, and other such active two-way exchanges.

Informal Communication

Informal communication refers to communication between individuals and groups, which

does not follow the official recognized channel. It is a result of social interaction among the
various members of the organization. The transfer of information may be related to work or
other matters and it cuts across official lines of communication.

The network or pathway of informal communication is called grapevine. The untrue part of
the grapevine is called rumor. The following are some of the characteristics of grapevine:

o In grapevine, the flow of information takes place in all directions.

o Transmission of the information is rapid because the chain of command is not

followed.

o It is selective about people who receive the information.

o It extends beyond the formal hierarchy system.

A. On the Basis of Relationship or Organizational Structure:

1. Formal Communication:

Formal communication is that which takes place through the formal channels of the

organization structure deliberately and consciously established by the management. It

implies the flow of the information along the lines of authority formally established in the
enterprise.

Members of the enterprise are expected to communicate with one another strictly as per

channels laid down in the structure. For example, when the chief executive issues

decisions and instructions to the subordinates, there is a formal communication which flows

downward. In the same manner formal communication flows upward when the subordinate

reports to the superior.

https://www.managementstudyhq.com/overview-of-communication.html

IMPORTANCE OF EFFECTIVE COMMUNICATION:

Effective communication is important because one needs to express his ideas clearly and
needs to be understood very clearly while communicating. The receiver should understand
the message in the same perception as intended by the sender of the message. This is
what we call an effective communication. Interestingly though, there are other facets to
effective communication when it comes to written communication particularly, popularly
known as ‘Seven C’s of Effective Communication’.

THE IMPORTANCE OF WRITTEN COMMUNICATION IN

AN ORGANISATION:
Communication is the key to motivation, it helps in informing and illuminating the
employees about the task to be carried out, the manner they should be performing their
task, and how to improve their performance if it is not up to the mark.

An Effective Communication is the best source of information to the members of

organization for decision-making process as it helps identifying and evaluate alternative
course of actions.

Communication also plays a fundamental role in altering an individual’s attitude, i.e., a well
informed individual will have better attitude than a less-informed individual. Organizational
magazines, journals, meetings and various other forms of oral and written communication
help in moulding employee’s attitudes.

Communication also helps in socializing. In today’s life the only presence of another
individual fosters communication. Human is a social animal and survival without
communication is neither possible nor fruitful.

Communication also assists in controlling process in a big way. It helps controlling

organizational member’s behavior in various ways. It is the art of getting work done. There
are various levels of hierarchy, certain principles and guidelines that employees must follow
in an organization. They must comply with organizational policies, perform their roles
efficiently and communicate any work problem and grievance to their superiors. Thus,
communication helps in controlling function of management.