Study Material on Managing Organisation- Communication: Compiled by Sinmoy Goswami, Lecturer, GCMS 1

COMMUNICATION

“The term communication has been derived from the Latin word “communis” which means
commons” (Diwan, 1998).
“Communication is a continuous process of telling, ordering, commanding, listening, questioning
and answering” (Diwan, 1998).
“According to Allen, “Communication is the sum of all things one person does when he wants to
create understanding in the mind of another. It involves a systematic and continuous process of telling,
listening and understanding” (Diwan, 1998).
“According to Haimann, “Communication means the process of passing information from one
person to another. It is the process of importing ideas and making oneself understood by others”
(Diwan, 1998).
“To sum up, communication is the process of passing and understanding information from one
person to another” (Diwan, 1998).
“Communication refers to the process of passing information and understanding from one person
to another. It involves an exchange of facts, ideas, opinions or emotions by two or more individuals”
(Rao and Krishna, 2002). The essential features of communication are:
i. Two people
ii. Sequential process
iii. Continuous activity
iv. Pervasive function
v. Transference of meaning and understanding

Importance of Communication (Rao and Krishna, 2002):

i. Basis of action
ii. Facilities planning
iii. Helps in decision-making
iv. Means of coordination
v. Improves relationships
vi. Improves motivation and morale

The Process of Communication:

The process of communication involves the following steps (Rao and Krishna, 2002):
i. Sender
ii. Encoding (It involves the use of suitable verbal and non-verbal symbols for sending a
message)
iii. Message
Study Material on Managing Organisation- Communication: Compiled by Sinmoy Goswami, Lecturer, GCMS 2
iv. Channel
v. Receiver
vi. Decoding (It is process by which the receiver translates any message inot terms that are
meaningful to him/her)
vii. Feedback
viii. Noise (It refers to any interference with a message that hampers the sharing of meaning
between the sender and the receiver)

CHANNEL
MESSAGE MESSAGE
MESSAGE
ENCODED DECODED

SENDER RECEIVER

NOISE
FEEDBACK FEEDBACK
DECODED FEEDBACK ENCODED
CHANNEL

Fig: A model of the Communication Process (Source: Rao and Krishna, 2002)

Channels of Communication:
“A communication channel is the route through which messages flow from the sender to the
receiver. There are basically two types of channels-formal and informal - which are used by
managers” (Rao and Krishna, 2002).

Distinction between Formal and Informal Communication (Source: Rao and Krishna, 2002)

Formal Communication Informal Communication

Official and authentic channel.
Planned and systematic.
Charts depict formal routes.
Focus on organisational goals and tasks.
Fairly inflexible, rigid and prescribed route
through which messages flow up and down.
Official channels process information slowly.
Unofficial channel.
Unplanned and spontaneous.
Grapevine can take any direction.
Emphasis primarily on individual needs and
aspirations.
Very loose, flexible and unpredictable routes.
Messages pass through various routes at a
stunningly faster rate.
Study Material on Managing Organisation- Communication: Compiled by Sinmoy Goswami, Lecturer, GCMS 3

Impersonal way of sending messages. Personal and social.

If messages are structured properly, very little Rumours have no basis; they spread like wild fire
chance of distortions. and as such subject to loose interpretation.

Means of Formal Communication:

i. Vertical Communication: It is communication that flows both up and down the organization,
usually along formal reporting lines (Rao and Krishna, 2002). It is of the following types:
a. Downward Communication: It is communication that flows from higher levels to
lower ones within an organization (Rao and Krishna, 2002).
b. Upward Communication: It consists of messages from subordinates to superiors
within an organization (Rao and Krishna, 2002).
ii. Lateral and Diagonal Communication: Lateral communication takes place between people
on the same level of the hierarchy. Diagonal communication occurs between people who arec
neither in the same department nor on the same level of the hierarchy (Rao and Krishna, 2002).
Means of Informal Communication:
Features of informal Communication (Rao and Krishna, 2002):
i. It is product of social interactions which is an inevitable part of an organization.
ii. It exists outside the official network of communication prescribed by the organization.
iii. There is no prescribed direction of flow of messages.
iv. An active grapevine indicates employees’ keenness to interact with each other closely and
share ideas, opinions etc.

Grapevine: “It is an informal communication network among people in an organization that is not
officially sanctioned by the organization” (Rao and Krishna, 2002). It has the following features:
i. It is an informal, person to person communication network of employees not officially
sanctioned by the organization.
ii. It links all the employees in an organization.
iii. It exists in every organization.
iv. Employees use grapevine rumours to fill in important information gaps clarify management
decisions.
v. It tends to be more active during periods of change, excitement, anxiety and sagging economic
conditions.
vi. Grapevine normally emanates from two sources- gossip chain and cluster chain.

Communication Media or Methods:

Typically, there are three main types of communication media, namely (Rao and Krishna, 2002):
Study Material on Managing Organisation- Communication: Compiled by Sinmoy Goswami, Lecturer, GCMS 4
i. Oral or verbal communication: “When a message is communicated verbally and not in
writing, by exchanging the words in face communication or through telephone or through the
other visual aids, etc. it is called Verbal Communication. It may take place at meetings,
interviews, etc.” (Diwan, 1998).
ii. Written communication: “When a message is communicated in writing, it is called Written
Communication. Written communication takes place in the form of letters, circulars, reports,
magazines, notice-board, handbook, notices, etc. Written communication is generally, used for
communicating a message from the top management to the subordinates. Written message
must be clear and understandable. It must be brief and self- explanatory and must be prepared
in a simple language” (Diwan, 1998).
iii. Non-verbal communication: “It refers to messages sent through human actions and
behaviours rather than through words” (Rao and Krishna, 2002).

Means of coping grapevine (Rao and Krishna, 2002):

i. Management by walking around (MBWA) Technique
ii. Getting the facts
iii. Open communication
iv. Encouraging social gatherings

Distinction between Oral and Written Communication (Source: Rao and Krishna, 2002)

Oral Communication Written Communication

In oral communication, two roles are involved-
talking and listening.
It takes the form of group meeting, individual
conversation, face-to-face meeting, or telephone appropriate when the information is to be sent in an
and television talks, etc.
Oral communication is generally informal.
The feedback in oral communication is quick
and instantaneous.
It is normal, flexible and no commitment is
involved from the receiver.
Unsuitable when information is long and highly
technical. It is liable to misunderstanding.
The roles required in written communication are
reading and writing. Message may be delayed in
written communication.
However, the written form of communication is
organized and formal way.
Written communication is normally formal.
Feedback is very late and there is no in-built
mechanism for feedback.
It connotes the commitment seriously.
It is expensive, rigid but has the highest advantage
of being 'clear and elaborate'.

Non-verbal Communication or Body Language:

Study Material on Managing Organisation- Communication: Compiled by Sinmoy Goswami, Lecturer, GCMS 5
“Non-verbal communication (NVC) refers to messages sent through human actions and behaviours
rather than through words” (Rao and Krishna, 2002).
i. Facial expressions vi. Gesture
ii. Eye-contact vii. Handshakes
iii. Dress viii. Tone of voice
iv. Posture ix. Use of space or proxemics
v. Distance x. Use of time or chronometry

Communication Networks:
“A communication network is the pattern through which the members of a group communicate.
Researchers exploring group dynamics have found the following networks consisting of three, four
and five members” (Rao and Krishna, 2002).
i. Wheel
ii. Y pattern
iii. Chain
iv. Circle
v. All channel (Star)

Wheel Y pattern Chain

Circle All channel (Star)

Barriers to Communication:
“Several factors may disrupt the communication process or come in the way of effective
communication” (Rao and Krishna, 2002). These can be listed thus:
i. Semantic Barriers
ii. Interpersonal Barriers
Study Material on Managing Organisation- Communication: Compiled by Sinmoy Goswami, Lecturer, GCMS 6
a. Can't express effectively
b. Filtering
c. Credibility
d. Inattention
e. Perceptual differences
f. Jealousy
g. Information overload
h. Emotions
i. Time pressures
iii. Structural Barriers
a. Hierarchy
b. Status
c. Specialisation

Ten Commandments of Good Communication:

The following Ten Commandments may help a manager improve his/her communication skills
(Rao and Krishna, 2002):
i. Clarity
ii. Purpose
iii. Physical and human setting
iv. Participation
v. Word choice and body language
vi. Empathy
vii. Actions
viii. Use of feedback
ix. Communication for tomorrow as well as today
x. Being a good listener

Characteristics of a good Communication (Diwan, 1998):

i. “The communication system must be in accordance with the objects of enterprise”.
ii. “The message communicated must be complete, clear, explanatory and concise”.
iii. “The language of communication and the subject-matter must be effective”.
iv. “The look of communication must be effective, emotional, polite and human”.
v. “The message of communication must clearly state what the subordinates have to”.
vi. “The communication system must be informal as far as it is possible”.
vii. “It must be passed on two-way traffic”.
viii. “The proper system of communication must be adopted”.
Study Material on Managing Organisation- Communication: Compiled by Sinmoy Goswami, Lecturer, GCMS 7

Questions:
1) What do you mean by communication? State the importance of communication.
2) Explain the difference between formal and informal communication.

References:
Diwan, P (1998). Management Principles and Practices (1st Edition). New Delhi: Excel Books.
Rao, V S P and Krishna, V H (2002). Management: Text and Cases (1st Edition). New Delhi: Excel
Books.
Stoner, J.A.F., Freeman, R.E. & Gilbert, D.R. (2007), Management (6th Edition), New Delhi: Prentice
Hall of India Pvt. Ltd.
Weihrich, H. & Koontz, H. (2007). Management: A Global Perspective (11th Edition). New Delhi: Tata
McGraw Hill Publishing Company Pvt. Ltd.