BUSINESS COMMUNICATION STUDY MATERIAL 1. Explain Communication.

According to W. H. Newman, Communication is an exchange of facts, ideas, opinions or emotions by two or more persons. According to Norman B. Sigband, Communication is the transmission and reception of ideas, feelings and attitudes both verbally and non-verbally Communication is the process of transferring information from a sender to a receiver with the use of a medium in which the communicated information is understood by both sender and receiver. It is a process that allows organisms to exchange information by several methods. Communication is the act of conveying information for the purpose of creating a shared understanding. It is something that humans do every day. The word communication comes from the Latin word communis, meaning to share, and includes verbal, nonverbal and electronic means of human interaction. Communication is a two-way process of reaching mutual understanding, in which participants not only exchange (encode-decode) information, news, ideas and feelings but also create and share meaning. In general, communication is a means of connecting people or places. In business, it is a key function of management-an organization cannot operate without communication between levels, departments and employees.

2. Explain the Process of Communication.

The progression of transmission and interchange of ideas, facts, feelings or actions is known as Process of Communication. The Process of Communication is a full cycle of events from sender to the receiver and back to the sender facilitated by a feedback. The following Is the diagram for the process of Communication:

3. Features of Communication Process:

(1) Sender: The process of communication starts with a sender, the person who has an idea and wants to convey it to the receiver. In other words, we can say that the person with ideas to share is called sender. The formation of idea is the first step of communication. So, Communication process begins with the sender. The Sender is known as Encoder. (2) Encoding: The conversion of the idea in to message by verbal or nonverbal method is called encoding. While encoding a message, one needs to consider what will be interpretation of the message. This process of converting the thought of the sender into message is encoding. (3) Message: It is an important part of communication. Message is the content that sender wants to convey. A message could be verbal or non-verbal. The thought, idea, emotion or anything that the sender wants to convey is called message. (4) Channel: The way or the medium of sending the message is called channel. Medium or channel can be oral, written or it can be non-verbal. (5) Receiver: The receiver is the person who receives encoded message. In the best way, if it reaches to the receiver then there is no problem to the receiver to understand the massage properly. The Receiver is known as the Decoder. (7) Decoding: It is a process where the received message is being understood. It is not necessary that the message reached to receiver will be understood by the receiver but decoding is a process which converts the message in to understanding. There are chances of misinterpretation of the massage.

(8) Feedback: This is the last part of communication process. After receiving the message, the receiver reacts or responds to the sender. The response can be based on the perfect understanding of the message or it can be based on the misunderstanding or misinterpretation of the message. This reply from receiver to sender is called feedback. Feedback has its own importance as the success or failure of communication is decided by feedback only. Importance of feedback in communication are as follows : 1. It completes the whole process of communication and makes it continuous. 2. It sustains communication process. 3. It makes one know if one is really communicating or making sense. 4. It is a basis for measuring the effectiveness of communication. 5. It is a good basis for planning on what next to be done especially statistical report. 6. Communication will be useless without feedback. 7. Feedback paves way for new idea generation.

4. Explain the various types of Communication.

People communicate with each other in a number of ways that depend upon the message and its context in which it is being sent. Choice of communication channel and your style of communicating also affects communication. There are a variety of communication types. These are : -

4 A) Types of communication based on the communication channels used are:

i) ii) Verbal Communication Non-verbal Communication

i) Verbal Communication :
Verbal communication refers to the form of communication in which message is transmitted verbally; communication is done by word of mouth and a piece of writing. Objective of every communication is to have people understand what we are trying to convey. In verbal communication remember the acronym KISS (keep it short and simple). When we talk to others, we assume that others understand what we are saying because we know what we are saying. But this is not the case. Usually people bring their own attitude, perception, emotions and thoughts about the topic and hence creates barrier in delivering the right meaning. So in order to deliver the right message, you must put yourself on the other side of the table and think from your receivers point of view. Would he understand the message? How it would sound on the other side of the table?

Verbal Communication is further divided into: i-a) Oral Communication i-b) Written Communication i-a) Oral Communication :
In oral communication, Spoken words are used. It includes face-to-face conversations, speech, telephonic conversation, video, radio, television, voice over internet. In oral communication, communication is influenced by pitch, volume, speed and clarity of speaking. Advantages of Oral communication are : i) It brings quick feedback. ii) In a face-to-face conversation, by reading facial expression and body language one can guess whether he/she should trust whats being said or not. iii)Higher interactions between sender & receiver. Disadvantages of oral communication : i) Any misunderstood message cannot be referred back. ii) Occurrence of distortions as the message moves up along the hierarchical chain of command. iii) Lengthy and isolated communication cannot be efficiently conveyed verbally and the receiver may receive the message in his own discernment and thus misunderstand the purpose of the message.

i-b) Written Communication :

In written communication, written signs or symbols are used to communicate. A written message may be printed or hand written. In written communication message can be transmitted via email, letter, report, memo etc. Message, in written communication, is influenced by the vocabulary & grammar used, writing style, precision and clarity of the language used. Written Communication is most common form of communication being used in business. So, it is considered core among business skills. Memos, reports, bulletins, job descriptions, employee manuals, and electronic mail are the types of written communication used for internal communication. For communicating with external environment in writing, electronic mail, Internet Web sites, letters, proposals, telegrams, faxes, postcards, contracts, advertisements, brochures, and news releases are used. Advantages of written communication includes: i)Messages can be edited and revised many times before it is actually sent. ii)Written communication provide record for every message sent and can be saved for later study. iii)A written message enables receiver to fully understand it and send appropriate feedback.

Disadvantages of written communication includes: i)Unlike oral communication, written communication doesnt bring instant feedback. ii)It takes more time in composing a written message as compared to word-of-mouth and number of people struggles for writing ability.

ii) Non-verbal Communication :

Non-verbal communication is the sending or receiving of wordless messages. We can say that communication other than oral and written, such as gesture, body language, posture, tone of voice or facial expressions, is called nonverbal communication. Nonverbal communication is all about the body language of speaker. It helps receiver in interpreting the message received. Often, non-verbal signals reflect the situation more accurately than verbal messages. Sometimes non-verbal response contradicts verbal communication and hence affect the effectiveness of message.

Nonverbal communication have the following elements:

a) Appearance : i)Speaker: clothing, hairstyle, neatness, use of cosmetics ii) Surrounding: room size, lighting, decorations, furnishings b) Body Language : Facial expressions, gestures, postures, head/eye movements, touch, etc c) Sounds : Various type of sounds, siren, noise, hooting, beeping, whistling sound, etc d) Para Language : Speaking voice Tone, volume, speech rate, pitch, word stress, etc e) Space, Surrounding, Time : Distance, shape, size, colour, layout, etc f) Sign Language : Buzzers, fire Alarms, pictures, graphs, etc.

4-B) Types of Communication Based on Purpose and Style :

Based on style and purpose, there are two main categories of communication and they both bear their own characteristics. Communication types based on style and purpose are: a) Formal Communication b) Informal Communication

a) Formal Communication :
In formal communication, certain rules, conventions and principles are followed while communicating a message. Formal communication occurs in formal and official style. Usually professional settings, corporate meetings, conferences undergoes in formal pattern. In formal communication, use of slang and foul language is avoided and correct pronunciation is required. Authority lines are needed to be followed in formal communication.

b)Informal Communication :
Informal communication is done using channels that are in contrast with formal communication channels. Its just a casual talk. It is established for societal affiliations of members in an organization and face-to-face discussions. It happens among friends and family. In informal communication use of slang words, foul language is not restricted. Usually informal communication is done orally and using gestures. Informal communication, unlike formal communication, doesnt follow authority lines. In an organization, it helps in finding out staff grievances as people express more when talking informally. Informal communication helps in building relationships.

5) Explain various types of Communication in an organisation. (Formal and Informal) OR Explain Flows/Dimensions/Channels of Communication.
Communication in an organization may be either external or internal. External Communication is concerned with correspondence with those outside the organization. For eg, Communication with Community, Media, Financial Institutions, Government, Suppliers, etc. Internal Communication is concerned with communication within the organization. Internal communication can be classified into different communication like Downward, Upward, Horizontal, Grapevine. Communication in an organization may also be: A) Formal or B) Informal. A) Formal Communication: Downward, Upward, Horizontal & Diagonal Communication are called formal communication. In this type of communication various types of business correspondence like circulars, formal letters, mails, memos, notices, etc are passed through levels in a formal style. (1) Downward Communication starts from higher authority to downward authority, like the board of directors-managers- -purchase officer-executive-clerk etc. It is a convenient channel to explain policies and organizational procedures/to appraise the subordinates for their performance. Major decisions are conveyed through this type of communication. It is necessary for the functioning of any organization as it involves the transfer of information, instructions, advices, request, feedback and ideas to subordinate staff. It is useful for appraisal of the subordinates for their performance.

Downward Communication is very long and time consuming process. Downward communication is too much an authoritarian process. (2) Upward Communication : Upward Communication starts from bottom level to top level. For example, worker conveys message to production manager, he conveys it to the director of company etc. Upward communication provides necessary feedback. Upward communication is also important for workers' suggestions for the welfare of an organization. Upward communication is difficult as it moves upward against the force of gravity - means workers hesitate to initiate for upward communication. Workers at the lowest level are not efficient communicators so their communication oral or written may not be accurate and may not be welcomed by superiors. It may also include innovative ideas, reactions to a particular policy, rules or a behavior of any person on the job. (3) Horizontal Communication : Horizontal communication refers to the flow of communication among the people at the same level of authority. The main objective of horizontal communication are developing team-work and promoting group coordination within an organization Horizontal Communication is less formal. Sometimes it results into Gossip about management. (4) Diagonal (or Crosswise) Communication : Communication between departments or employees in the same organization without any hierarchy is called diagonal communication. It is the most used channel of communication. Workers communicate with other workers, clerks sharing information with one another, managers discusses some organizational problems are all engaged in diagonal communication. Diagonal communication is extremely important for promoting, understanding and co-ordination among various departments. B) Informal Communication: Informal channels transmit official news through unofficial and informal communicative interactions known as the grapevine. This informal communication network includes tea- time gossip, casual gatherings, lunch-time meeting and so on. Grapevine communication is the best example of Informal Communication. (1) Grapevine Communication: An informal channel of communication in an organization is called Grapevine. For example people working together take interest in one another and talk about appointments, promotions, demotions or even domestic and romantic affairs of another. It follows no set lines or any definite rules but spreads very fast in any direction. Grapevine Communication provides much needed release to emotions. One of the major limitations of the grapevine is that it may spread baseless news which may harm the employees. Grapevine Communication is not always negative for an organization and can be helpful because it helps in positive group building. It may help in building up organizational solidarity and harmony. It provides much needed release to emotions. Any information in the name of secret spreads very fast. It provides feedback for management.

6) Grapevine Communication:
Grapevine Communication is a means of informal communication in which one learns of something informally and unofficially by means of gossip and rumor. According to Prof. Keith Davis, "Grapevine arises from social interaction; it is as fickle, dynamic and varied as people are. It is the exercise of their freedom of speech and is a natural, normal activity". As we know that the most informal communication system of an organization is grapevine communication system. Grapevine network is commonly criticized for its widely features. The features of grapevine communication can be discussed both in positive and negative manners. We will go for that after a few moments. According to Prof. J. W. Newstrom and others, "Grapevine has three main characteristics-It is not controlled by management. It is perceived by the most employees as being more believable and reliable. It is largely used to serve the self-interest of those people within it."

6-A) Features/ Advantages of grapevine can be discussed in the following manner: 1. Flexibility: There is no formal control on grapevine. For this reason, It is more flexible communication system than any other ways of communication. 2. Lack of control: Actually, there is no managerial control over the grapevine communication system. It is grown by itself. 3. Rapid communication: Grapevine communication system is faster than other formal or informal channels of communication. 4. No record: We can't keep any documentary record or evidence of grapevine communication system that can be shown or produced as future reference. 5. Used for self-interest: As grapevine communication system is produced by gossip and rumor, It is basically used for self-interest of the employees of an organization. 6. Popular among employees: This communication system is much popular among the employees than other formal or informal channels. 7. Distortion: Distorting of real massage is one of the major features of grapevine communication system. In this communication process, information passes rapidly man to man. That's why the information losses its originality. 8. Spontaneous: Grapevine is basically spontaneous. It passes rapidly and spontaneously from top to bottom of the organization. Here is no need to make any effort to make it successful.

6-B) Disadvantages of grapevine can be discussed in the following manner: 1. Distortion: Informal communication networks do not follow any set of rules, definite liners or ways. So it can transmit any kind of information to any person without any respect or fear. It may spread wrong or distorted news which may sometimes prove harmful even to the employees. So, it is the one of most considerable disadvantages of informal communication. 2. Lack of Secrecy: In informal communication, everybody can freely interact as there is no restriction or rules. Any secret matter is likely to be flashed without any problem or hesitation. This may cause a huge damage to any organization. 3. Incomplete Information: Information released from such communication network is usually incomplete. So, there is each and every chance of it to be misunderstood or misinterpreted. 4. Non-Co-Operation: Sometimes, confusion develops among the persons involved in informal communication. As a result, they may remain separate without any cooperation. 5. Lack of Resistance: As informal communication does not follow any established system, it is beyond any control. Organization has no mechanism to resist its movement. 6. Huge Rumor: Most of the time, informal communication fabricates the real facts and makes some rosy picture. This really damages the working environment of any organization. 7. Misunderstanding: Lack of conduct, decency, decorum and rules cause misunderstanding in informal communication. As a result there may be conflict between employees. 8. Committing Mistakes: This sort of communication are subject to errors and mistakes because no official rules or regulation operate in this case of informal communication. 9. Difficult to Control: Such communication can produce division or groups and subgroups in the organization. People involved here do not follow any rules and regulation as they depend on their own philosophy. All these may destroy the control of the respective authority.

7-A) Advantages of formal business communication are as follows:

1. Transmission of official messages: Formal communication facilitates the smooth transmission of official messages. 2. Documentary evidence: It has documentary evidence which can be used as future references.

3. Enhance coordination: For the achievement of the goal of an organization there must be coordination among different departments and employees. Formal communication enhances the coordination by using the official channels. 4. Reliable: As it has documentary evidence it is more reliable than other form of communication. 5. Discipline: As information is transmitted by following organization hierarchy, discipline is strictly maintained. 6. Accuracy: As discipline is maintained, accuracy of information can be insured. Chance of mistakes can be minimized. 7. Efficiency: Through formal communication coordination among different division of an organization increases. As a result organizational efficiency also enhanced. 8. Clarity: Clarity of the message is another considerable advantage of formal communication. As formal channel is used chance of ambiguity decreases.

7-B) Disadvantages of formal business communication are as follows:

1. Lack of flexibility: As strict formalities or chain of command is maintained, it is not flexible. 2. Time consuming: As information flows through the chain it takes long time to convey information from upper level to lower level. 3. Not suitable for motivation: Formal communication is not suitable for the motivation of employees. 4. Creates misunderstanding: In the way of communication messages can be distorted. Thus chance of distortion increases in formal communication. 5. Creates mental distance: In case of formal communication lower level employees cannot exchange their views freely with the executives by breaking the chain of command. As a result sometimes it creates mental distance. 6. Costly: More time and more formality increases the overall cost of the communication. 7. Artificiality: Due to strict formalities and lack of flexibility artificiality developed among the employees of the organization. 8. Lack of creativity: Another drawback of formal communication is lack of creativity observed among the employees. Lower level employees become more interested to comply with the instructions of the authority. Creative thinking not encouraged.

7-C) Importance of business communication are as follows: i) Communication promotes motivation by informing and clarifying the employees about
the task to be done, the manner they are performing the task, and how to improve their performance if it is not up to the mark. ii) Communication is a source of information to the organizational members for decisionmaking process as it helps identifying and assessing alternative course of actions. iii) Communication also plays a crucial role in altering individuals attitudes, i.e., a well informed individual will have better attitude than a less-informed individual. iv) Organizational magazines, journals, meetings and various other forms of oral and written communication help in moulding employees attitudes. v) Communication also helps in socializing. In todays life the only presence of another individual fosters communication. It is also said that one cannot survive without communication. vi) As discussed earlier, communication also assists in controlling process. It helps controlling organizational members behaviour in various ways. There are various levels of hierarchy and certain principles and guidelines that employees must follow in an organization. They must comply with organizational policies, perform their job role efficiently and communicate any work problem and grievance to their superiors. Thus, communication helps in controlling function of management. vii) It also helps in successful completing of various other managerial functions such as, planning, organizing, co-ordinating and so on.

8-A) Advantages of verbal communication are as follows:

1. Saving of Time : The greatest advantages of verbal communication, is saving of time. Under this system of communication the messages are communicated immediately without consuming any time. Verbal communication is the only way out during urgent condition and when immediate action is necessary. 2. Saving of Money : As there is no formal method of communicating the message, no help of any particular media of communication is taken, this type of communication saves a lot of money. 3. More Effective : As there is direct touch of the sender of message with the receiver of message these messages prove to be more effective. The sender of message can also exercise his personal influence over the receiver of message. 4. Knowledge of Reaction of Message : An important advantage of verbal communication is that under this method of communication, the sender of message can judge the reaction of the message on its receiver. He comes to know whether the receiver of the message will follow it or not. 5. Clear Doubts : Verbal Communication is also better form the point of view that the doubts regarding the message, if any, between the sender and the receiver of message

can immediately be cleared and the receiver of the message can immediately get the explanations regarding any point or the message. 6. Increase in Productivity and Efficiency : Verbal communication is more effective. It increases the productivity and efficiency of workers because they clearly understand it and follow it.

8-B) Disadvantages of verbal communication are as follows:

1. Lack of Proof of Message : The greatest disadvantages of verbal communication is that there is no proof of the message communicated. 2. Not Suitable for Future Reference : As there is nothing in writing supporting the messages communicated under this method, it is not suitable for future reference. If there is any dispute on any point of the message, it cannot be helped in any way. 3. Not Suitable in Case of Distance : If the receiver and the sender of the message are living at a distance from each other, this method of communication is not suitable because it will increase the cost of communication, it will no be effective because of lack of personal touch and it may not be clear and explanatory.

9-A) Advantages of written communication are as follows:

1. No need of Personal Contact : In written communication there is no need of personal contact: 2. Economical : If the receiver and sender of the message are at a distance, it is economical to communicate the message in writing because communicating by post is cheap and quite economical. 3. Written Proof : A great advantage of written communication is that it provides a proof for future reference. If there is any dispute on any point in this regard, the message may be referred. 4. Clear and Explanatory : Written messages are very clear and self-explanatory. The receiver of the message can easily follow it and understand it.

9-B) Disadvantages of written communication are as follows:

1. Delay : The greatest disadvantage of written communication is the delay in communication. The message is writing is communicated after a certain process is completed. It is prepared, verified and order by the concerned officer. Consequently, the message is delayed. 2. Lack of Secrecy : Another great disadvantage of written communication is that secrecy cannot be maintained because these messages can be read by anyone. 3. Costly : A written communication can be expensive at times. If the receiver and sender of message are near to each other, it is fairly costly to communicate in writing.

10. Difference between Formal & Informal Communication is as follows :

11) Explain various levels of Communication.

1. Extrapersonal Communication : It is a communication between human beings and non- human beings. This requires perfect coordination between sender and receiver. When your pet dog comes to you wagging its tail; as soon as you return home is an example of Extra-personal communication. 2. Intrapersonal Communication : This communication occurs within the individual's brain in the form of internal dialogue. For example when you feel hot, the information is sent to brain and you may decide to turn on the cooler, responding the instructions sent from brain to hand. Here relevant organ is sender, electrochemical impulse is message and brain is receiver. Next the brain assumes the role of sender and sends the feedback that you should switch on the cooler. So this process can be termed as intrapersonal communication. 3. Interpersonal Communication : It is a sharing of information among people. It includes a few participants who are close to one another. Here many sensory channels are used and immediate feedback can be obtained. This can assume in the form of face to face conversation, video conferencing. and telephonic talk and soon. It takes place in our day to day life. 4. Organizational Communication : Communication in an organization takes place at different levels. It may be upward, downward, diagonal and grapevine. This kind of communication can be divided into : (a) Inter-operational Communication contains the structured communication within the organization. (b) External operation Communication deals with people and groups outside the organization. It is the organizations communication with its public its suppliers, customers and general public. (c) Personal Communication : Communication that occurs without purpose as far as business is concerned is called personal communication. 5. Mass Communication: There are several mass media such as journals, television, newspapers, internet which mediate such communication to the large audience. Information in the oral form requires equipment such as microphones, amplifiers and information in the written form requires electronic or print media. Oral communication through mass media requires some equipment such as microphones, amplifiers etc and the written form requires or print visual media.

12) Explain various types of Communication Network.

Communication Networks are an important aspect of direction and flow of communication. Communication patterns, or networks, influence groups in several important ways. Communication networks may affect the group's completion of the assigned task on time, the position of the de facto leader in the group, or they may affect the group members' satisfaction from occupying certain positions in the network. Although these findings are based on laboratory experiments, they have important implications for the dynamics of communication in formal organizations. The various Networks are as follows:

1) Wheel Network

If you are in a wheel network, information flows from one central member of the group to the rest of the members. Other group members may not have to communicate with each other to perform well. An example would be a group of independent makeup consultants who report to one regional mentor. The independent makeup consultants do not need to interact with one another in order to perform. Wheel networks do not exist in teams, since teams signify intense interaction between all members of a group. A person, group or department occupies the central position in the network. It is good at solving problems, such as regional sales networks with a regional manager.

2) Chain Network

If you are a part of a chain network, members communicate with each other in a preplanned sequence. An example of a chain network is an assembly-line group. In an assembly line, employees only communicate with those whose work precede or follow their own. Like wheel networks, chain networks do not exist in teams. One person passes information to others who then again pass it on. It is a formal approach adopted by a hierarchical organization for downward and upward communication. But people at the bottom may feel isolated; lateral communication is not encouraged.

3) Cycle Network

Sections or departments communicate with only two others. The network may occur between middle managers at the same level. Decision making may be slow and poor as it lacks coordination. If you are in a cycle network, members communicate if they share something in common, such as experiences, beliefs, areas of expertise, background or office location. For example, the people who you may informally socialize with in your office area may be a part of your circle network. Cycle networks are not described as teamwork.

4) All-Channel Network

An all-channel network is found in teams. Teamwork is characterized with high levels of intense communication. Each team member communicates with every other team member. Information flows in all directions. Computer programs are often utilized to maintain effective communication in teams due to their efficiency. This network is the all channel communication system which may be used in small group workings. It can provide the best solution to complex problems through brainstorming. But decision making is slow.

13. Barriers to communication:

A breakdown can occur at any point in the communication process. Barriers (obstacles) can inhibit communication, resulting in misunderstanding or distortion of the message. This can lead to conflicts of views and the inability to make effective decisions. Barriers can also prevent the achievement of the project or programme goals. The barriers to communication can be categorised as follows: i) Physical barriers & Environmental barriers: These might occur if there is too much noise or if the room is too congested. Physical distractions are the physical things that get in the way of communication. Examples of such things include the telephone, an uncomfortable meeting place, and noise. Distractions such as background noise, poor lighting, uncomfortable sitting, unhygienic room, or an environment that is too hot or cold can affect people's morale and concentration, which in turn interfere with effective communication. ii) Physiological Barrier: Physiological barriers to communication are related with the limitations of the human body and the human mind (memory, attention, and perception). Physiological barriers may result from individuals personal discomfort, caused by illhealth; poor eye sight, & include difficulties in hearing and seeing. Psychological factors such as misperception, filtering, distrust, unhappy emotions, and people's state of mind can also jeopardize the process of communication. We all tend to feel happy and more receptive to information when the sun shines. Similarly, if someone has personal problems such as worries and stress about a chronic illness, it may impinge his/her communication with others.

iii) Perceptual barriers: These in contrast, are internal. If you go into a situation thinking that the person you are talking to isnt going to understand or be interested in what you have to say, you may end up subconsciously sabotaging your effort to make your point. You will employ language that is sarcastic, dismissive, or even obtuse, thereby alienating your conversational partner. Think of movie scenarios in which someone yells clipped phrases at a person they believe is deaf. The person yelling ends up looking ridiculous while failing to communicate anything of substance. iv) Emotional barriers: This includes the readiness, willingness or eagerness of the receiver and the emotional status of the educator. It can be tough to overcome, but are important to put aside to engage in conversations. We are often taught to fear the words coming out of our own mouths, as in the phrase anything you say can and will be used against you. Overcoming this fear is difficult, but necessary. The trick is to have full confidence in what you are saying and your qualifications in saying it. People often pick up on insecurity. By believing in yourself and what you have to say, you will be able to communicate clearly without becoming overly involved in your emotions. v)Socio-Cultural barriers: These are a result of living in an ever shrinking world. Different cultures, whether they are a societal culture of a race or simply the work culture of a company, can hinder developed communication if two different cultures clash. In these

cases, it is important to find a common ground to work for. In work situations, identifying a problem and coming up with a highly efficient way to solve it can quickly topple any cultural or institutional barriers. Social barriers to communication include the social psychological phenomenon of conformity, a process in which the norms, values, and behaviors of an individual begin to follow those of the wider group. Social factors such as age, gender, socioeconomic status, and marital status may act as a barrier to communication in certain situations. vi) Language barriers: These seem pretty self-inherent, but there are often hidden language barriers that we arent always aware of. If you work in an industry that is heavy in jargon or technical language, care should be taken to avoid these words when speaking with someone from outside the industry. Without being patronizing, imagine explaining a situation in your industry to a child. How would you convey these concepts without relying on jargon? A clear, direct narrative is preferable to an incomprehensible slew of specialty terms. vii) Gender barriers have become less of an issue in recent years, but there is still the possibility for a man to misconstrue the words of a woman, or vice versa. Men and women tend to form their thoughts differently, and this must be taken into account when communicating. This difference has to do with how the brain of each sex is formed during gestation. In general, men are better at spatial visualization and abstract concepts such as math, while women excel at language-based thinking and emotional identification. However, successful professionals in highly competitive fields tend to have similar thought processes regardless of their gender. viii) Interpersonal barriers are what ultimately keep us from reaching out to each other and opening ourselves up, not just to be heard, but to hear others. Odd enough, this can be the most difficult area to change. Some people spend their entire lives attempting to overcome a poor self-image or a series of deeply rooted prejudices about their place in the world. They are unable to form genuine connections with people because they have too many false perceptions blocking the way. Luckily, the cure for this is more communication. By engaging with others, we learn what our actual strengths and weaknesses are. This allows us to put forth our ideas in a clear, straightforward manner. Communication is not a one-way street. To have others open up to you, you must be open yourself. By overcoming these barriers to communication, you can ensure that the statement you are making is not just heard, but also understood, by the person you are speaking with. In this way, you can be confident that your point has been expressed. ix) Inappropriate Channel : Variation of channels helps the receiver understand the nature and importance of a message. While making a choice for a channel of communication, the sender needs to be sensitive to such things as the complexity of the message; consequences of a misunderstanding; knowledge, skills, and abilities of the receiver; and immediacy of action to be taken from the message. x) Semantics & Jargons : Language, jargon, slang, etc., are some of the semantic barriers. Different languages across different regions represent a national barrier to communication, which is particularly important for migrating nurses. Use of jargon and slang also act as barrier to communication. For example, while attending a speech from a medical person to patients, if the medical person uses jargons such as coronary artery disease, anticoagulants, and homocysteine and C-reactive proteins, the patient will

listen attentively but he/she cannot understand these medical jargons. Therefore, she is required to use simple words artery disease of heart medicine for thinning blood and certain chemicals in our body so that the patient can understand what is supposed to be communicated with him/her. xi) Organizational Barriers: Unclear planning, structure, information overload, timing, technology, and status difference are the organizational factors that may act as barriers to communication. Greater the hierarchy in an organization (i.e., the more the number of managerial levels), more are the chances of communication getting destroyed. Only the people at the top level can see the overall picture while the people at low level just have knowledge about their own area and a little knowledge about other areas of the organization. xii) Information Overload: We are surrounded with a pool of information. It is essential to control the flow of the information, else the information is likely to be misinterpreted or forgotten or overlooked. As a result, communication may get distorted. xiii) Linguistic Barrier: Individual linguistic ability may sometimes become a barrier to communication. The use of difficult or inappropriate words in communication can prevent the people from understanding the message. Poorly explained or misunderstood messages can also result in confusion. The linguistic differences between the people can also lead to communication breakdown. The same word may mean differently to different individuals. For example, consider a word face. a) He is facing a problem b) What is the face value of this share bond? c) Your face is oval shape Face means differently in different sentences. Communication breakdown occurs if there is wrong perception of the meaning of the message by the receiver. xiv) Unclear Messages: Effective communication starts with a clear message. Unclear messages in terms of meaning, grammar, and words may act as a barrier to communication because the receiver may not be able to intercept the actual meaning of the message. xv) Past Experience: If someone has an awful experience in the past related to some particular situation, then he/she will try to avoid communication in that situation. For example, a staff nurse who, while providing detailed information regarding the patient care at the time of routine clinical round to her boss, is always facing negative body language and discouraging words from her boss will ultimately limit her communication to the boss at that time. xvi) Lack of Feedback: Feedback is the mirror of communication. Feedback mirrors what the sender has sent. Without feedback, communication cannot be considered complete. Both the sender and the receiver can play an active role in using feedback to make communication truly two-way. xv) Intellectual barriers may occur because of the natural ability, home background or schooling that affects the perception and understanding of the receiver.

14. Ways to overcome Barriers:

All the communication barriers as identified above can be overcome with a conscious effort by observing the following rules. These are as follows: i) Eliminating differences in perception: The organization should ensure that it is recruiting right individuals on the job. Its the responsibility of the interviewer to ensure that the interviewee has command over the written and spoken language. There should be proper Induction program so that the policies of the company are clear to all the employees. There should be proper trainings conducted for required employees (for eg: Voice and Accent training). ii) Use of Simple Language: Use of simple and clear words should be emphasized. Use of ambiguous words and jargons should be avoided. Dont try to impress by using language and words that may be distorted by the listener(s). It simply makes them confused and inadequate. Plus, they wont be listening to you while they try to work out what on earth you are on about. iii) Reduction and elimination of noise levels: Noise is the main communication barrier which must be overcome on priority basis. It is essential to identify the source of noise and then eliminate that source. iv) Active Listening: Listen attentively and carefully. There is a difference between listening and hearing. Active listening means hearing with proper understanding of the message that is heard. By asking questions the speaker can ensure whether his/her message is understood or not by the receiver in the same terms as intended by the speaker. v) Emotional State: During communication one should make effective use of body language. He/she should not show their emotions while communication as the receiver might misinterpret the message being delivered. For example, if the conveyer of the message is in a bad mood then the receiver might think that the information being delivered is not good. vi) Simple Organizational Structure: The organizational structure should not be complex. The number of hierarchical levels should be optimum. There should be a ideal span of control within the organization. Simpler the organizational structure, more effective will be the communication. vii) Avoid Information Overload: The managers should know how to prioritize their work. They should not overload themselves with the work. They should spend quality time with their subordinates and should listen to their problems and feedbacks actively. viii) Give Constructive Feedback: Avoid giving negative feedback. The contents of the feedback might be negative, but it should be delivered constructively. Constructive feedback will lead to effective communication between the superior and subordinate. Proper Media/Channel Selection: The managers should properly select the medium of communication. Simple messages should be conveyed orally, like: face to face interaction or meetings. Use of written means of communication should be encouraged for delivering complex messages. For significant messages reminders can be given by using written means of communication such as: Memos, Notices etc. ix) Flexibility in meeting the targets: For effective communication in an organization the managers should ensure that the individuals are meeting their targets timely without skipping the formal channels of communication. There should not be much pressure on employees to meet their targets.

x) Have integrity and honesty in your communications. If you are seen as being someone who lacks integrity, this will immediately be noticed and even more barriers will be built up between you and the listener. xi) Make it easy for others to listen to you. Make your communication style that one of a conversationalist, one who is able to make a point quickly, succinctly and with conviction. If your key message is lost in the morass of a thousand words, people will wonder what you mean and what the purpose is. Clarity and brevity are the watchwords.

15. Listening.
15-A) Active Listening: Active listening is a term popularized by the work of Carl Rogers and Richard Farson (n.d.) and advocated by counselors and therapists (Brownell, 2009; Burstein, 2010). The concept recognizes that a sender's message contains both verbal and nonverbal content as well as a feeling component. The receiver should be aware of both components in order to comprehend the total meaning of the message. For instance, when a staff member says to her supervisor, "Next time you ask me to prepare a report, please give me some advance notice." The content conveys that the staff member needs time, but the feeling component may indicate resentment for being pressured to meet a deadline with such short notice. The supervisor, therefore, must recognize this feeling to understand the staff member's message. There are five guidelines that can help school administrators to become more active listeners (Rogers & Farson, n.d.). 1. Listen for message content: The receiver must try to hear exactly what the sender is saying in the message. 2. Listen for feelings: The receiver must try to identify how the sender feels in terms of the message content. This can be done by asking: "What is he trying to say?" 3. Respond to feelings: The receiver must let the sender know that her feelings, as well as the message content are recognized. 4. Note all cues, verbal and nonverbal: The receiver must be sensitive to the nonverbal messages as well as the verbal ones. If the receiver identifies mixed messages, he may ask for clarification. 5. Rephrase the sender's message: The receiver may restate or paraphrase the verbal and nonverbal messages as feedback to the sender. The receiver can do this by allowing the sender to respond with further information. The last guideline is one of the most powerful of the active listening techniques and is used regularly by counselors and therapists. It helps the receiver avoid passing judgment or giving advice, and encourages the sender to provide more information about what is really the problem.

15-B) Different Types of Listening: i) Informative Listening : In this type of listening your aim is to concentrate on the message being given. This may be the content of a lesson, directions, instructions, etc. The listener must have the ability to understand a speakers message. Much of the listening people engage in on a regular basis falls under the blanket of listening for information. In the office, people listen to their superiors for instructions about what they are to do. At school, students listen to teachers for information that they are expected to understand for quizzes and tests. In all areas of life, informational listening plays a huge role in human communication ii) Appreciative Listening : Where the listener gains pleasure/satisfaction from listening to a certain type of music for example. Appreciative sources might also include particular charismatic speakers or entertainers. These are personal preferences and may have been shaped through our experiences and expectations. iii) Critical Listening :
Where the listener may be trying to weigh up whether the speaker is credible, whether the message being given is logical and whether they are being duped or manipulated by the speaker. This is the type of listening that we may adopt when faced with an offer or sales pitch that requires a decision from us.

iv) Discriminative Listening :

Where the listener is able to identify and distinguish inferences or emotions through the speakers change in voice tone, t h e i r u s e of pause, e t c . Some people are extremely sensitive in this way, while others are less able to pick up these sudden cues. Where the listener may recognize and pinpoint a specific engine fault, a familiar laugh from a crowded theatre or their own childs cry in a noisy playground. This ability may be affected by hearing impairment.

Where the listener tends to listen rather than talk. Their nonverbal behavior indicates that the listener is attending to what is being said. The emphasis is on understanding the speakers feelings and being supportive and patient. The remaining exercise and paired activities are designed to demonstrate the advantages of empathic listening and to highlight a range of obstructions that may prevent us from being effective listeners.

v) Empathetic Listening:

vi) Therapeutic listening :

In therapeutic listening, the listener has a purpose of not only empathizing with the speaker but also to use this deep connection in order to help the speaker understand, change or develop in some way. This not only happens when you go to see a therapist but also in many social situations, where friends and family seek to both diagnose problems from listening and also to help the speaker cure themselves, perhaps by some cathartic process. This also happens in work situations, where managers, HR people, trainers and coaches seek to help employees learn and develop.

Vii) Dialogic listening: The word 'dialogue' stems from the Greek words 'dia', meaning
'through' and 'logos' meaning 'words'. Thus dialogic listening mean learning through conversation and an engaged interchange of ideas and information in which we actively seek to learn more about the person and how they think. Dialogic listening is sometimes known as 'relational listening'.

vii) Comprehensive listening : The next step beyond discriminating between different
sound and sights is to make sense of them. To comprehend the meaning requires first having a lexicon of words at our fingertips and also all rules of grammar and syntax by which we can understand what others are saying. The same is true, of course, for the visual components of communication, and an understanding of body language helps us understand what the other person is really meaning. In communication, some words are more important and some less so, and comprehension often benefits from extraction of key facts and items from a long spiel.

Viii) Sympathetic listening : In sympathetic listening we care about the other person
and show this concern in the way we pay close attention and express our sorrow for their ills and happiness at their joys.

ix) Evaluative Listening : In evaluative listening, the listener either assesses the value
of the message or compares it with what is usually considered the best. He may do this either simultaneously while listening or by stopping for while. Since evaluation takes place in this kind of listening, the listener may decide either to continue listening or turn away from the listening. Alternately, he may engage himself in framing the statement of rebuttal. Hence evaluative listening may lead to either positive or negative outcome depending on the open-mindedness and intellect of the listener.

x) Competitive or Combative Listening :

Competitive or Combative Listening occurs when we are more interested in promoting our own point of view than in understanding or exploring someone else's view. Debating falls into this category. We either listen for openings to take the floor, or for flaws or weak points that we can attack. As we pretend to pay attention, we are impatiently waiting for an opening, or internally formulating our rebuttal and planning the devastating comeback that will destroy their argument and make us the victor. xi) Passive or Attentive Listening : In Passive or Attentive Listening we are genuinely interested in hearing and understanding the other person's point of view. We are attentive and passively listen. We assume that we heard and understand correctly, but stay passive and do not verify it.

xii) Active or Reflective Listening : Active or Reflective Listening is the single most useful and important listening mode. In active listening, we are also genuinely interested in understanding what the other person is thinking, feeling, wanting or what the message means, and we are active in checking out our understanding before we respond with our own new message. We restate or paraphrase our understanding of their message and reflect it back to the sender for verification. This verification or feedback process is what distinguishes active listening and makes it effective.

16. Stages in Listening Process :

1. Hearing 2. Focusing on the message 3. Comprehending and interpreting 4. Analyzing and Evaluating 5. Responding 6. Remembering

17. 7 Cs of communication Courtesy : Clarity : Conciseness : Correctness : Concreteness : Consideration : Completeness : Politeness Clear thought and clear expression Avoid irrelevant details Accuracy of the message Be specific Understand the receiver Include all information

18. Distortions in Effective Communication : Long message Low feedback Long transmission time Inappropriate medium Sender/Receiver different mindset Hurried transmission Complicated / poorly organised message

19. Reducing Distortions : Easy language Communicate with small groups Short / clear message Putting yourself in receivers shoes Multiple communication verbal, written, etc Listen attentively

20. The Characteristics of Different Communication Channels

Channel
1) BROADCAST MEDIA TV
-

Coverage/Reach
TV can reach a lot of people quickly and at the same time. Combination of audio and visual element has high impact on viewers Requires electricity and TV sets so access may be limited in low income areas. - Viewers tend to be more urban than rural. - Reach depends on distribution channel (terrestrial, satellite, cable) - Well suited to communication with large population groups - Reaches communities to which physical access is difficult or impossible - Can reach large numbers of people in all income groups quickly and at the same time - Most radio sets are small, light and portable and can operate on batteries if there is no mains electricity supply. - Reaches communities to which physical access is difficult or impossible - Can target audiences in small communities with information of local relevance if local stations are available - Well adapted to oral societies - Easy medium for communication in local languages Combination of audio and visual element has high impact on viewers Relies on physical distribution of DVDs. Coverage depends on how many DVDs can be produced/distributed Requires DVD player or computer with electricity supply to play Can be made for generalised or specific target audiences. Coverage depends on physical access. Good for targeting high density population groups concentrated in large villages, urban areas or camps Loudspeakers can either be static (eg market or mosque) or mobile (hand-held megaphone or loudspeaker van) Can take messages right into the heart of the community. Reaches population groups without access to radio or TV Easy to broadcast messages in local languages -

Type of information
Simple messages can be passed through Public Service Announcements (PSA) or messages read out by a presenter Complex messages can be transmitted through feature programmes, drama, talk shows and info-tainment. Simple messages through PSAs or scripts read out by a presenter More complex messages can be transmitted via feature programmes, talk-shows and drama.

Level of interaction
Can be interactive with a live studio audience or if viewers call or send a text message in a live show. -

Cost
Higher production cost than radio Higher air time cost than radio for sponsored programming

Radio

High level of interaction possible. This can be done through live debate or a discussion programme with a phone-in or text-in facility. Reading and answering listeners letters is also possible.

Lower production costs than TV. Lower airtime costs than TV for sponsored programming

DVD

Can convey simple or complex messages.

Can be highly interactive if used in a community setting where there is discussion or Q and A afterwards. Limited. No formal channel for immediate feedback

Loud speakers

Better suited to short simple messages. Can adapt the message and the language to each locality

High production cost. Distribution cost depends on ease of physical access to target audiences Cheap

2) PRINT MEDIA Newspaper

Coverage/Reach
Distribution of paper copies depends on physical access and existence of functioning distribution channels. Online version can instantly reach people with internet access everywhere Well suited for communicating with large groups of literate people in areas of high-density population Difficult to distribute in rural areas The same text can be read and re-read by many different people over a period of time. -

Type of information
Simple or complex messages Visual illustrations can support text pictures, cartoons, graphics. -

Level of interaction
Limited scope with newspapers distributed as paper copies. Readers can give feedback via letters. - Online version can easily attract comment and information updates, photos and video from readers with internet access Limited -

Cost
Adverts and sponsored articles may be expensive, depending on the size and circulation of the newspaper. Messages can be distributed free of charge if they are published in the form of a news story.

Leaflet/ flyer

Can be distributed intensively in targeted locations. Physical access to the target community is necessary for distribution Limited impact on low literacy populations unless the message is conveyed clearly in pictures High coverage if billboard is well located where many people in the target audience will see it. Coverage can be good if posters are distributed widely and are well placed where they will be seen by the target audience. Time-consuming to distribute to remote areas. Distribution depends on physical access Limited geographic coverage. Location is normally in closed areas such as camps or settlements or small villages. Good way to disseminate information of strictly local relevance

Billboard Poster

Noticeboard

Can be used to convey more complex information. Can combine messages in text with pictures, diagrams and cartoons. Message should be simple and have a long shelf life. Can combine text with pictures Good for simple messages. Can be adapted for illiterate populations by using pictures /diagrams Good for both simple and complex messages. Can use text and pictures. Easy to update with new material but labour intensive. Best suited to communities where a large proportion of people are literate .

Cheap to produce, but time-consuming and potentially expensive to distribute Cost depends on size and location Relatively cheap

None

None

Community can post feedback messages (on noticeboard or in suggestion box which can be attached)

Very cheap

3) MOBILE TELEPHONE Blast SMS

Coverage/Reach
Wide coverage. Fast and easy. Requires mobile network coverage, which may be restricted in isolated areas. Requires widespread mobile phone ownership in the targeted population group. Limited impact in low literacy societies Government may shut down SMS network in times of conflict or political tension Geographically targeted. Fast and easy. List of telephone numbers of targeted contacts required Government may shut down SMS network in times of conflict or political tension -

Type of information
Message must be simple and restricted to 160 characters. Unsuitable for confidential information.

Level of interaction
Limited unless you have the capacity to respond rapidly and effectively to high volume feedback -

Cost
Cost depends on, frequency of use of charges levied by network operator. Occasional high priority messages may be offered free of charge Cost depends on numbers of recipients and local SMS charges. Costs can be reduced if working in partnership with mobile phone companies

Targeted SMS

Message must be simple and restricted to 160 characters.

Can be if feedback is requested. However this is advisable only if you have the capacity to respond rapidly and effectively to incoming messages

4) INTERNET
-

Coverage/Reach
Requires widespread internet access and high rates of online usage Relies on functioning telecoms infrastructure Internet users are mainly educated, higher income people in urban areas Low penetration of low income groups in rural areas. Unsuitable for communication with low literacy groups. Passive information option (websites). Pro-active information option (email). Good channel for reaching the diaspora overseas -

Type of information
Good for both simple and complex messages. Integration of video, pictures and audio with text.

Level of interaction
Can be highly interactive -

Cost
Websites are fast and easy to create and update, but large numbers of skilled staff may be required to create web content and process incoming information.

5) FACE TO FACE Peer educators, community based workers, volunteers

Coverage/Reach
Time-consuming and labour intensive. Requires large numbers of people with physical access to the target community -

Type of information
Face-to-face is the strongest and most persuasive form of communication. Good for complex information exchange tailored to individual needs. Works best when the communicator is known and respected by the target

Level of interaction
Interactive with immediate feedback. -

Cost
Can be expensive. Costs can include training, transport, materials and salaries/incentives.

6) TRADITIONAL MEDIA Theatre, community meetings, songs, dance, poetry .

Coverage/Reach
Limited geographic coverage. Good for hard to reach communities if you have access. -

Type of information
Good for simple, easily understood messages. Good for sensitising community on sensitive issues within an entertaining format.

Level of interaction
Can be highly interactive if audience is allowed to participate either during or at the end of the performance. -

Cost
Cost depends on size of performance group, sophistication of production and distances travelled between performance venues.

21. Probable Questionnaires :

1) What is Communication? Illustrate with the help of an example 2) Discuss the process of Communication. 3) Explain the importance of verbal communication. 4) What is grapevine communication? Illustrate with example. 5) Explain the different methods of overcoming the barriers to the communication process. 6) Communication is a two way process. Explain. 7) Discuss the importance of feedback in communication. 8) Discuss the importance of communication. 9) State the barriers to listening. 10) What are the essential elements of effective communication? 11) What do you mean by sender, encoder & speaker? 12) Distinguish between receiver, decoder & listener. 13) What are the functions of a Message? 14) Differentiate between verbal & non verbal communication. 15) Write a note on Medium. 16) What is semantic gap? Explain with the help of examples 17) How is Target Audience Important in Verbal Communication? 18) What is the significance of Listening in Verbal Communication? 19) What is competitive or combative Listening? 20) How is lateral communication different from downward or upward communication? 21) Give the different forms of non verbal communication. 22) State the difference between formal & informal communication. 23) Explain the term grapevine communication. 24) Distinguish between active listening & passive listening. 25) Discuss in detail the barriers to effective communication. 26) Discuss the different channels of communication. 27) Discuss the functions of communication. 28) Does informal communication help the organization to develop better interpersonal relation? Give your comments. 29) Is there any positive aspect of Grapevine? Give an example of that.