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Chapter 2 Introduction To Communication

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Chapter 2 Introduction To Communication

Hiiii

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s31120655
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© © All Rights Reserved
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Chapter. No. 2. Introduction to Communi cation : Lt. Definition and Importance ef Communications & Definition _ Muitnational companies have entered in India and most ofthe times, the language of ‘communication is Endlish. Every organisation is a social system that involves interaction among people working at different levels. In addition to technical know-how of the organisation there is a necessity of establishing proper communication to achieve goals ofthe organisation. Professional organisations focus on developing life skills which are generally called ‘soft skils’ in the persons working at diferentevels. Some of the important soft sklls are leadership, interpersonal relations, problem solving, conflict resolution and communication. All the required soft skills need the basic skill thatis communication skil itis. therefore essential to-understand ‘what communication is Communication ‘The word “communication” is derived from the Latin word ‘Communicare' share’. For sharing, two elements are required namely sender and receiver. “Communies' which means ‘to, Following are some definitions of communication. 4) Communication is the process by which information Is transmitted between individuals and/or organisations so that an understandable response results. Peter Litle: > ‘Communication is an exchange of facts, ideas, opinions or éifhotiotis By iver mat® than two persons. ae a oe non vette Exchange of thoughts, messages, information or opinion through speech,: ‘expressions. the message is understood and the feedback is received. ‘Communication can be seen as the process of creating meaning. Meanings. stitercmen ofthe message by the receiver. Communication becomies effective when the sender | VERTICAL. ‘DOWNWARD 4 HORIZONTAL ‘Types of communication Z > Formal Communication: “There are various types of organisations established to achieve certain goals or targets. The objectives of hese orgenisations depend upon the nature of work( Persons working in such organisations follow the rules and norms. to communicate with each other through written or oral forms. This type of communioation Is called Formal ‘commurication|\The communication in which certain norms, rules and regulations are followed Is known as a Formal Coleen Formal communication may folow any direction-Vertcal, Hortzontal, and Diagonal. It is elways well planned. in Formal communication the sender and receiver follow certain rules and regulations. “The speaker has fo take care ofthe choice of words and body language. Itis restricted to certain Kit of te, hence itis time bound. n formal communication conversation cannot exceed beyond a stipulated time, Usage of slang, jargon, and colloquial is not expected. Thus formal. communication is time bound, topic bound and language. bound. Any official communication is formal communication because the receiver and the sender have to follow certain principles, rules and regulations. Foy Examplet- i es ‘A Managing Director lof a famous company presiding over the meeting of the Branch Managers expects discussion on the topic such as the sales of the company. Here the Managing Director has to have an official interaction with the Branch Managers related to the topic, and needs to decide the strategies regarding the increase in the sales of the company’s product in a scheduled time limit. Here he is not expected to talk on & cricket match or have an informal gossip. tm the example mentioned above, the conversation /discussion between the sender [Managing Director] and the receiver [Branch Manager] is strictly formal because It is focused and has certain objectives. This kind of conversation follows, certain rules and norms. In this type of communication, information follows the channel of a formal relationship between the authority and levels of responsibilty in the organisation structure. ‘Communication takes place betvveen different levels of hierarchy strictly according to the formal ofganisational relationship established by the mafiagement i.e. Boss to subordinate, subordinate to boss or as per delegated authorities, > Informal communication: [Grapeviiie communication] Any unofficial communication is informal communication. It may be internal or extemal in its application for ‘the organisation. Informal discussions, general comments that pass from one person to another are examples of informal communication. Informal communication is popularly referréd'to as “grapevine communication”. ‘This type of communication exists along with formal communication in every organisation. itis nat time bound because the conversation is listless and goes beyond the scope of the purpose. For example, if frierids are discussing a cricket match, itis not necessary that they conclude their conversation on cricket match, there can. be a diversion to other subjects for discussion e. g. entertainment, studies, friends, food, fashion ete, Itis more casual and general iri nature. Gossips, hearsay, rumour, informal chat amongst peers, colleagues, friends and groups are the examples of informal or grapevine communication, ‘This form of communication has no legal standing. Itis merely to make a mountain out of a mole hill. Grapevine ‘communication may be factual or fiction. texists everywhere in our society. Here are some locations and situations where grapevine communication is likely to take place. Lunch break, tea break, get-together, recent riews, controversies, discussing private and personal problems of others. If grapevine communication is used carefully it would help in improving the relationship between the employer and employees as well as the work environment in any organisation. S © It spreads like wild fire. © Itcan act as an outlet to frustration and disappointment. @ Its acceptable and can provide correct feedback to the management. © Itcan improve relationship between employer and employees if used careftily. © It cannot be controlied. @ itis harmful ifnot used carefully. Pee eae See © Itcan spoil the discipline in an organisation. ‘© Itmay spoil the image of a person. © Itleads to chances to spread false and incorrect news. © Grapevine communication can grow rapidly in many directions if it gets support. > Verbal communication Any form of communication where words are used to canvey a mest m {thas two forms namely oral and written. When we communicate with the help of spoken words and phrases itis known as oral communication. 7 €xamples : conversations in meetings, conferences, discussions, interviews, or on telephone are all forms of oral ‘communications. The forms of written communication are letters, reports, memorandum, circulars, messages, notices, newspapers, books, eto, %_Qral_communication : _Oral_communication (Oral communication refers to speaking withthe help of words. Most of us spend more time in speaking and listening {han in writing and reading, Proper pronunciation and tone is the key to effective oral commuiication. The salient features of oral communication: © It saves time and money. © tis interactive and has more flexibility. © Different shades of meaning can be conveyed. © Speaker can tune according tothe listener's comprehension. © tis useful for addressing a large group of people. © thas freedom of speech and expression. ‘© The message is conveyed quickly by the speaker to the audience and quick feedback is possible © Itdoesn't have legal validity and cannot be produced as a proof, ‘* Disturbances may hinder the communication. 4 ® Long speeches may not be effective forthe audience. * Written communication:- Message when conveyed with the help of writen words is written commimnication. Effective written communication requires command over the language, correct construction of sentences, appropriate use of words, logical, ‘sequence of points, legible handwriting, or well formatted typing and proper presentation, ‘Aine sali features of wit ‘communication: . {tis mostly used ini official transactions. 9 @- itis accurate because itis prepared more carefully. © Iisa permanent record and it has legal value. io Lengthy messages'can be transmitted more éasiy as there is no chance of ssing main points. “The message can be communicated to many people. . ® It gives sufficient ime to the receiver to send a proper feedback. © Itisnot effective foriliterate people. © Doubts and misunderstanding cannot be cleared immediately. © Quick feedback isnot possible. > Non-verbal communication:~ : _/lthen communication between two or: {takes place without making use of words either written or oral is called non verbal communication. Non verbal communication is norinaily expressed through body language. This is usually associated with oral ‘communication. Inwritten communication graphical presentation indicates non verbal communication. There are many ways of ‘representing information in graphical form. We will be focusing our attention on bar charts and pie charts. > Nerticat Communication:- : {in an organisational setup, verti comin ion Is between employees and employers. Communication between the people working on the upper and lower levels in the organisation is called vertical communication. Tt has two types:-Upward and Downward. Upward communication: When a person working at lower level in the ‘Higher level, it constitutes upward communica is given bélow: GENERAL MANAGER MANAGER EPARTMENTAL HEAD SUPERVISOR, ATTENDANT TU \When the workers complain tothe supervisor about the poor working condition inthe factory constitutes upward communication. 10 Salient features of Upward communication:- © Itisuseful for management. Through upward communication, management receives proper feedback con the achievements, progress, and failures of the employees. ©. The workers are actively involved in the decision making procass. © Ithelps to bring better understanding between the employer and employees and to improve work environment. © However as there are many levels there is a chance of misinterprotation. © Normnatly positive feedback is given to the management. Downward Communication:- hen people working at the higher level communicate with people working at lower level tis called downward ‘communication. In this type of communication, orders, job instructions, company policies, praise and warnings to the subordinates are given. Typical hierarchy of downward communi tion is given below: GENERAL MANAGER, ‘When the General Manager gives instruotion regarding increase of production it is an example of downward ‘communication. This communication flows from higher level of authority to a lower level. Salient features of downward communication: __ © There are no chances of misunderstariding because the instructions are transmitted clearly and completely. © Ithelps to maintain the discipline within the orgar tion, © _Itmay be used for motivation and encouragement. EE Ifthe decisions are taken without taking staff opinion, it may lead to mistrust and dissatisfaction among the staff. Confidential information cannot be communicated downward. > _Horizonta! communication: When persone working athe sarelevels communicate wth each-fher nthe ruanistion i cal horizontal ‘communi roager com ‘So, when a worker communicates with another worker or a manager communicates with other. departmental manager, these are the examples of horizontal communication. fat Fale worn |, [ rrcoccren waveen Je—sfmmeemcunncen fp —of wrt can In order to have proper co-ordination among people working at the same iével, horizontal communication is essential. Salient features of Horizontal communication: ¢ Itimproves the quality of tearm work. @Itledds to co-ordination among workers and itis helpful for smooth fiinelioning of a company. ‘© Routine problems can be sorted out easily. ‘© Its possible to take quick decisions and prompt action. = Too much time may be wasted if proper control is not exercised..” © Chances of misunderstanding if mutual faith is not developed |* _Use of technical ianguage can act as a barrier in horizontal communication > Diagonal Gommunication:- Biagonal coftimunication does not follow any set pattem as in the case of other forts oF communication, This Communication may be internal or external. A person working at a higher level of authaiity in his organisation may be reqled to corespond with a person working ata lower level nthe seme or another organisaon. For Sxampl, the General Manager of Beja Company may have fo correspond with Purchase Manger of Tata Motors nterational. Since organisations are fast expanding info business houses, vafigus departments in an

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