Understanding Communication

Introduction to Communication

 Communication is more than just sending a message

o it involves ensuring the message reaches the target audience and the receiver
understands and responds appropriately.
 Communication is a process
o an activity
o an exchange
o a set of behaviors, not an unchanging product.
 Communication is a dynamic
o on-going
o ever changing
o continuous process
Working Definition of Communication

 Communication is the process of transmitting information and meaning from one individual
or organization to another using mutually understandable symbols.
 The central objective of communication is the transmission of meaning.
 Both parties must agree on the information transmitted and the meaning of that
information.

Role/Purpose of Communication in an Organization

1. Management of the human resource
a. Communication is the tool with which we exercise influence on others
b. bring about changes in attitudes and views
c. motivate them
d. establish and maintain relations with them.
2. Central to the success of all activities in an organization
a. Effective communication is the glue that holds an organization together.
3. Building positive interpersonal relations
a. Communication strengthens a mutual sense of commitment
b. Communication helps bridge the gap between people who have misunderstandings.
4. Glue that holds an organization together
a. Without effective communication
b. information cannot be collected
c. processed or exchanged.
 5. Enabling effective expression of ideas
a. Communication enables an individual to express thoughts and feelings effectively in
writing and speech.
6. Team building and teamwork
a. communication helps in identifying problems
b. analysing alternatives
c. recommending solutions.
7. Marketing products and services
a. Communication in the form of advertisement and public relations is needed to
inform the public and persuade potential customers to buy the products.
8. Delegation of work
a. Communication is essential for horizontal and vertical work delegation.
Effective Communication Essentials

The Cs of Good Communication

 Correctness: Incorrect spelling, grammar, pronunciation, and language use can spoil the
message and create a poor impression.

 Clearness: The message must be clear at the first reading to avoid misunderstanding and save
time. It should be clear, simple, and easy to understand. Factors for clarity include simple,
common everyday words, short and simple sentences, proper punctuation, and pauses.

 Consistency should be maintained in the use of numbers, units of measure, technical terms,
abbreviations, grammar, spelling, punctuation, capitalization, and dates.

 Concreteness; giving definite and concrete details with figures and names is essential. Use
words and expressions that communicate exact and definite information.

 Courtesy in Letters; courtesy is about considering others' feelings and showing consideration
in behavior.
o The writer's style, manner, and word choice reflect their courtesy.
o Use courtesy words like "please," "thank you," "excuse me," and "sorry" as needed.
o Express appropriate feelings based on the situation, such as sympathy, good wishes,
or congratulation.
o Make the other person feel comfortable, demonstrating care and consideration for
the reader.
o Make requests courteously, expressing gratitude and understanding.
o Be attentive and prompt in responding, answering every message within 24 hours,
especially for complaints.
 o Reflect the tone, word choice, and style of the message to reflect the receiver's
feelings and needs.

Understanding the Communication Process

• Communication is a dynamic, fluid, and constantly changing process.
• It involves the influence of individual words, sentences, and gestures on the other person's actions.
• Communication is alive and requires a view of it as a dynamic, fluid process.

Components of the Communication Process

 Source: The initiator of the communication.
 Audience: The intended recipient of the communication.
 Goal/Purpose: The sender's reason for communicating.
 Message/Content: The information conveyed.
 Medium/Channel: The means or method used for conveying the message.
 Feedback: The receiver's response to the communication as observed by the sender.
 Environment/Context: The background in which the communication takes place.

Stages of Communication
a. The sender conceptualises and encodes the message.
b. The sender chooses the channel and sends the message to the receiver
c. The receiver receives and decodes the message.
d. The receiver chooses the channel and sends the feedback.

 Barriers to Effective Communication

Physical Barriers
o Defects in the transmission process can cause delays, distortions, and loss of
messages.
o Noise disturbances can disrupt the transmission process, making oral
communication difficult.
o Information overload can block in transit and prevent the intended audience from
reaching the intended audience.
Language Barriers
o Language barriers arise from the different meanings of words or symbols. Words can
have multiple meanings depending on occupation, causing misunderstandings.
o Emotional and cultural attitudes towards something can evoke different responses.
o Sentences can convey different meanings depending on how they are spoken.
o Technical terms can be a barrier when used with an audience not members of that
profession.
 o Words mean different things to different persons, influenced by factors like age,
profession, education, and cultural background.
o Dialect and slang can reveal cultural or group orientation, creating barriers when
spoken in situations and with people who may not relate to them.
o
Information Loss and Communication Barriers
o Information loss occurs as messages move from senior management to lower levels.
o Misinterpretation, lack of understanding, and neglect of messages can cause loss or
distortion.
o Messages are filtered at every level, leading to deliberate suppression of information.
o Organizational politics can also create barriers to horizontal communication.
o
Over-dependence on Written Communication
o Too much dependence on written communication leads to communication gaps.
o Oral communication must be used to supplement written communication when the
message is important.
Cultural Barriers: Groups reward behavior patterns accepted as signs of belonging, and barriers to
group membership can replace good communication.

Gender Barriers: Distinct speech patterns between men and women can create, misunderstandings,
and girls speak earlier than boys and have a twice the vocabulary of boys at the age of three.

Socio-Psychological Barriers in Communication: socio-psychological barriers are emotional

filters that shape our responses to messages and new experiences, and these barriers arise from both
socially-learnt attributes and personal attributes.

Key Barriers
o Self-centered Attitudes: We tend to focus on messages that are useful to us, often
overlooking those that do not.
o Group Identification: Our values and opinions are influenced by the group to which we
belong, often rejecting ideas that go against their interests.
o Self-Image: Our perception of ourselves, our appearance, and our impressions can be
difficult to accept.
o Selective Perception: We see, read, or hear messages selectively according to our own
needs, interests, and experiences.
o Status Block: A "boss" who is conscious of status can find it difficult to receive suggestions
from subordinates.
o Resistance to Change: Some people resist new ideas that are against their established
opinions or traditions.
o Closed Mind: Limited intellectual background, limited reading, and narrow interests can
limit the ability to take in new ideas.
 o Poor Communication Skills: Lack of skills in writing and speaking can hinder the framing
of the message.
o State of Health: Poor health can reduce communication ability, leading to gaps in attention,
lack of energy to think clearly, and disturbance of emotions.
o Experiential Barriers: The difficulty in understanding matters not personally experienced
can be negatively influenced by past experiences.
o Perceptual Barriers: We all see the world differently, and bad experiences can block out
unpleasant things.
o Emotional Barriers: Fear, mistrust, and suspicion can hinder effective communication and
the ability to form meaningful relationships.
o Hidden Agendas: These serve two functions: promoting poor self-esteem and promoting
ulterior motives and needs.
o Stereotypes: These are mental images and expectations that provide a shortcut to form an
opinion.
o Defensiveness: Feeling threatened by a message can lead to defensive responses, reducing
understanding and hindering effective communication.

Overcoming Barriers in Workplace

 Training in effective communication for authority and subordinates.

 Regular review and reorganization of communication networks.
 Health centres providing medical aid, gymnasiums, and recreation to reduce stress.
 Cultivating communication skills, including feedback and non-verbal communication.
 Maintaining good working conditions of communication channels, such as intercoms,
notice-boards, and meeting information.
 Overcoming semantic and language barriers through careful language use, clear meaning,
short sentences, and visual aids.
 Overcoming personal barriers through conscious effort and training for better
communication.
 Reducing cultural barriers by assuming differences rather than similarity.

End