Inspira- Journal of Modern Management & Entrepreneurship (JMME) 327

ISSN : 2231–167X, General Impact Factor : 2.3982, Volume 08, No. 01, January, 2018, pp. 327-333

COMMUNICATION IN THE WORKPLACE:

GUIDELINES FOR IMPROVING EFFECTIVENESS

Dr. Urvashi Sharma


Dr. Sohan Lal

ABSTRACT

Communication is the process of transmitting information and common understanding from one
person to another. Communication in the workplace is critical to establishing and maintaining quality
working relationships in organisations. This paper discusses the communication process, barriers to
communication, and provides guideline for administrators to improve communication effectiveness. No
one in this world can survive in isolation. Communication is the only tool to bridge to gap between
individuals. When individuals speak, they normally do not confine themselves to the mere emission of
words. A great deal of meaning is conveyed by non-verbal means which always accompany oral
disclosure intended or not. It can also be said that, a spoken message is always sent in two parallel
levels, the first one is verbal and second one is non-verbal. Facial expressions and body language are
the most common way of non-verbal communication. Non-verbal communication is the process of
communication through sending and receiving wordless (mostly visual) cues between people. Today
when we interact with others (interpersonal communication) we continuously give and receive wordless
signals. Nonverbal communication–the use of dynamic but non-language messages such as facial
expressions, gestures, gaze, touch, and vocal cues-is especially important when emotions, identities, and
status roles are significant, as well as in situations where verbal communications are untrustworthy,
ambiguous, or otherwise difficult to interpret.

KEYWORDS: Communication, Effectiveness, Administrators, Strategies, Non-verbal communication.

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Introduction
Introduction Fundamental and vital to all administrative functions, communication is a means of
transmitting information and making oneself understood by another or others (Sanchez &Guo, 2005).
Communicating effectively is an art whichmust be practiced effectively in the workplace for better output
and successful accomplishment of goals of an organisation. Communication is a major issue facing
administrators because they are responsible for providing vital information, which results in efficient as
well as effective performance in organisations. The study of communication is relevant, because every
administrative functioninvolves some kind of direct or indirect communication, be it planning and
organising or leading and monitoring, administrators communicate with and through other people. This
sort of implies that every person’s communication skills impact both personal and organisational
effectiveness (Brun, 2010; Summers, 2010). It is very reasonable to conclude that lack of effective
communication is one of the most inhibiting forces to organisational effectiveness (Lutgen-Sandvik,
2010). Good communication skills are very important for anyone to succeed as an administrator (Yate,
2009). This paper discusses the communication process and the importance of communication in the
workplace and provides guidelines on how administrators can improve their communication skills and
effectiveness.


Associate Professor, Dept. of Commerce, Delhi School of Economics, University of Delhi, Delhi, India.

Assistant Professor, Department of English, Satyawati College, University of Delhi, Delhi, India.
328 Inspira- Journal of Modern Management & Entrepreneurship (JMME), January, 2018
Objectives of the Study
The study aims to achieve the following objectives:
 To provide the conceptual knowledge on the objectives and forms of business communication at
workplace
 To explain the role of nonverbal cues in effective communication.
 To identify how nonverbal communication can act as barrier to effective communication.
Communication
Communication may be defined as the process of transmitting information and common
understanding from one person to another (Keyton, 2011). It is the creation or exchange of ideas,
emotions, thoughts,and understanding between the sender(s) and the receiver(s). It is essential for
building and maintaining long lasting relationships in the workplace. Although administrators spend most
of their time communicating, one cannot simply assume that relevant communication occurs in all
exchanges (Dunn, 2002). Many tend to believe that communication has taken place once a
memorandum, letter, fax, or e-mail has been sent. However, communication does not take place until
information and understanding have transmitted between sender and the intended receiver. It is an
important part of communication to make oneself understood as intended. A receiver may listen a sender
but still not understand what was meant by the sender’s message. Being constantly involved in encoding
and decoding of messages does not make sure that an administrator is an expert in communication.
Understanding is a very subjective concept and a personal matter between people, and different people
may interpret messages in a different manner. If the idea received is not the one which was intended, it
means communication has not taken place and the sender has spoken or written merely.
Communication Process
The Modern Model of Communication: Over the period of time Business Communication
Process has been evolved a lot. In order to make the Business Communication system even more
compressive and conceivable the communication theorists are still investing their endeavourby including
important new items or elements in it. The Modern Communication model has evolved from Shanon and
Weaver’s information Theory Model. The modern communication model is presented below:

Above figure illustrates the communication process. The sender is the one who initiates the
communication. He uses words and symbols in order to convert information into a message for the
receiver, the individual(s) who is/are receiving the message. In the context of workplace, the sender is a
person who possess a need or a desire to convey an idea or concept to others, the sender may be a
person, a department, or a unit of an organisation or system who originates the message. The idea is
encoded by the sender by selecting words, symbols, or gestures using which to a message is composed.
The message is the result of the encoding, which can take the form of verbal, nonverbal, or written
language. The receiver can be described as the individual to whom the message is sent. It is the receiver
who decodes the received message into some meaningful information. Accurate decoding of the
message by the receiver is very critical to effective communication. The proximate the decoded message
gets to the intent of the sender, the more effective is the communication. However, there are
environmental and personal barriers which can hamper the communication process. A barrier can be
defined as anything that can distorts the message. Some examples of barriers include different
Dr. Urvashi Sharma & Dr. Sohan Lal: Communication in the Workplace: Guidelines for Improving -------- 329
perceptions of the message, language barriers, interruptions, emotions, and attitudes. Finally, feedback
takes place when the receiver responds to the message and replies back the message to the sender.
Feedback is the destination’s reaction to a message (Certo, 1992). It is acrucial element of
communication as it allows for information sharing between the receiver and sender in a two-way
communication. The elements in the communication process will eventually determine the quality of
communication. A problem in any one of these elements can reduce the overall communication
effectiveness (Keyton, 2011).
Business communication skills are vital to the success of any organization regardless of its
mission, size or geographical location. Business communication is linked with internal culture of any
organization. So it is the determining factor to communication inside the organization. Good practices of
business communication help the organizations in achieving their goals of informing, persuading,
conducive relationships and goodwill. Survival of organizations is possible only if the communication
processes are structured and they accept the fast changing global challenges. Communication can take
place among business entities, ,within organizations and betweenvarious groups of employees, in market
places, owners and employees, sales persons and prospects, buyers and sellers, and also between the
organization and the press people. All such communication has an effect on business. If done with care,
such communication can promote business interests. Otherwise, it mayput the organization in poor light
and adversely affect its business interest. Communication is the life blood of any organization with its
main purpose being to effect change in order to influence action.
Channels of Communication
A message is always sent through a medium or channel, which is mainly the carrier of the
communication. Because there are many choices, selection of the particular medium for transmitting the
message can be very critical. The medium can be verbal, nonverbal, written, computer-aided or
electronic. With respect to written media, an administrator or other organisation members may select
from memos, letters, reports, bulletin boards, handbooks, newsletters, and the like. But for verbal media,
choices can include face-to-face conversations,public address systems, telephone, computer, closed-
circuit television, tape-recorded messages, slide shows, e-mail, and so on. Nonverbal gestures, facial
expressions, body position, and even clothing can also be used to transmit messages. People decode
information selectively (Keyton, 2010).
Importance of Effective Workplace Communication
There is no denying the importance of communication in the workplace, considering the fact that
in an organisation people belonging to different social and professional backgrounds come together to
work for the same goals. Often it is observed that administrators do not always realise the importance of
communication at work and thus do not convey their ideas, organisational goals, vision, etc. very clearly.
When administrators in an organisation are unable to create an environment which promotes open and
clear communication, it can have negative repercussions on the work culture and the employee
productivity. Good communication practices are at the heart of every successful business.
Communication serves two essential functions in every organisation. It disseminates the information
needed by employees to get things done and builds relationships of trust and commitment. Workplace
communication is vital to an organisation’s ability to be productive and operate smoothly.
 Workplace communication improves worker productivity: Effective lateral and work group
communication leads to an improvement in overall company performance. It has also been
found out that employees who were graded as highest in terms of work productivity received the
most effective communication from their superiors. Furthermore, the EY Australian Productivity
Pulse TM, found a strong link between organisations who were communicating effectively and
the productivity ratings of their people.
 Workplace communication can increase employee job satisfaction: Employees feel very
much empowered if they are able to get upward communication. This type of communication
takes place when information flows upward in an organisation. It usually consists of feedback. If
employers or managers listen to their employees and respond, this leads to an increase in
employee job satisfaction. In addition, employees are also feel happy if there is a very strong
downward communication, which is information flowing down from superiors or managers.
 Workplace communication can also have a positive effect on absenteeism and turnover
rates: Workplace communication also has a positive effect on absenteeism and turnover rates.
330 Inspira- Journal of Modern Management & Entrepreneurship (JMME), January, 2018
Employees want to feel safe and secure that they are getting truthful information from superiors.
They also want to be able to share ideas, thoughts and concerns within the company. Studies
have shown that even after a period of downsizing, companies which have excellent
communication are able to retain the surviving employees.
 The business impact of poor communication: There is fall in staff morale goes down when
communication is ambiguous, lacks in crucial details and does not allow for two-way dialogue.
Poor communication hits customers and suppliers. They start feeling disenfranchised and take
their business elsewhere.
 Lesser conflicts: Open communication in the workplace assist in preventing and resolving
many conflicts. They can be easily resolved through open and clear communication and mutual
discussions which can lead to personal and professional growth.
 Formation of relationships: Open communication, whether it is between the employees and
administrators or it is between the management and employees often leads to the formation of
healthy personal and professional relationships. It can make the employees feel genuinely
valued for, and they remain loyal to the organisation. This creates anoverall friendly environment
and promotes a working relationship which is quite conducive to the work.
 Proper utilisation of resources: If an organisation faces some issues, problems, crisis or
conflicts because of miscommunication between the staff members, it can cause unnecessary
delays in the routine work. It results in wastage of resources and it lowers the overall work
productivity.
Forms of Business Communication: Verbal and Non-Verbal
 Verbal Communication: Verbal means ‘connected with words and use of words.’ Any
communication using words is verbal communication. Words are the most powerful sets of symbols.
Words denote manings as well as connote meanings. That is why all formal communication is usually in
words. Words can be written or spoken. Therefore, verbal communication can be divided into two types:
 Oral Communication: As the term itself suggests, communication through the spoken word is
known as oral communication. Of the total amount of working time spent in verbal
communication, 9 % is in writing, 16 % in reading, 30 % in speaking and 45 % in listening. In
oral communication, words should be chosen very carefully so that what they convey has the
precise meaning. The sender of the message or his representative is usually the speaker, while
the receiver or his representative is the listener. Listening is also a prominent aspect of oral
communication.
 Written communication: A message constitutes written communication when it is put in “black
and white.” It is a formal type of communication. The sender of the message or his
representative is the writer.Written communication is generally considered binding on business
organizations and is often used as legal evidence. Technological advancement has enlarged the
spectrum of written communication through email and such other facilities.
Dr. Urvashi Sharma & Dr. Sohan Lal: Communication in the Workplace: Guidelines for Improving -------- 331

 Non-Verbal Communication: Scientific analysis has shown that body movements and gestures
constitute 55% of effective communication. Hence, non-verbal communication merits great
consideration. Non-verbal communication comprises things such as gestures, physical
appearance, posture, etc. It takes place without written or spoken words. While one can refuse
to speak or write, it is not possible to avoid behaving non-verbally. Non-verbal communication is
classified as:
 Kinesics: The study of body movement that is a part of non-verbal communication is known as
kinesics. It is an integral part of communication. Our body consciously as well as unconsciously,
conveys messages, moods attitudes etc. in just the same way as language uses sets of
symbols to convey meaning.
 Paralanguage: The world of communication involving signals, signs, tone and fluctuations to
convey meaning is called paralanguage. Paralanguage means “like language,” but not actually a
language. Paralanguage is used to describe a wide range of vocal characteristics which help to
express and reflect the speaker’s attitude. It is non-verbal because it does not consist of words.
Paralanguage depends on pitch, pause, voice, intonation, stress, gestures and signals. Through
pitch and volume variation, stress on words, etc. one’s voice can convey enthusiasm,
confidence, anxiety and the speaker’s mental state and temperament.
 Proxemics or territory or space: The word proxemics is derived from the word proximity,
which means closeness. It is used with reference to space or territory. A lot of communication
takes place non-verbally through the manner in which we use the space around us. A lot of non-
verbal communication is also attributed to the colour, design, layout and utilisation of the space
around us.
 Surroundings: How the surroundings are organised also contributes to the communication.
The decor of the place, the furniture, and the artistic pieces that adorn your office, tell about
yourself and your taste.

Figure: Forms of non-verbal communication

Role of Non-Verbal Communication in Effective Communication
Nonverbal cues differ from culture to culture. Studies have repeatedly shown that there are
seven facial expressions that are actually universal. These include anger, contempt, disgust,
fear, happiness, sadness, and surprise.With this type of information hard-wired into us, it's not surprising
that we rely on nonverbal communication to such an extent. In fact, it has been estimated that around80
percent of communication is regarding what is not being said. Rather, it is based on perceptions of a
person's gestures, eye contact, clothing and environment. Being tuned into someone's nonverbal
communication cues can help to determine what is being said beyond the words being spoken.
Sometimes a person might agree with you on the face of itbut the clues such as avoiding eye contactcan
tell that they are not being completely honest with you with their words. This implies that noticing when a
person's nonverbal and verbal communication matches or not will help determine whether they are on
board with your idea or not. Using techniques such as "mirroring" may help in putting others at ease. This
technique involves subtly mimicking the other person's gestures, body language and even speech
patterns. Mirroring happens naturally when people communicate, but strategic use of the method can
332 Inspira- Journal of Modern Management & Entrepreneurship (JMME), January, 2018
help make others more comfortable in a tense situation. When using this technique, it is important that
the person not feel they are being teased. This implies that the mirroring should not be exact.
In order to become a successful person in business, one requires much more than good
speech. Verbal communication represents a small percentage of dealing with clients in business. The
rest is to possess adequate non-verbal skills and to know how and when to use them properly.
Sometimes even though our voice and words are under control, our body language, including the tiniest
facial expressions and gestures can give our true thoughts and feelings about something. Therefore, it is
crucial to control our non verbal gestures for carrying out productive business. Non-verbal communication
helps us to express ourselves better. In business meetings even before a word is said, the receiver
observes the body gestures and facial expressions of the speaker, with the purpose of trying to make
sense of all these symbolic messages.
Barriers to Non-Verbal Communication
 Paralanguage: Paralanguage is the mannerin which inflections are to be used whenever
sending a message verbally. It creates a nonverbal communication barrier whenever it is
misunderstood or not applied in an appropriate manner. It could be an individual’s tone of voice,
pitch or volume that typically defines the words to mean one thing or another. For example,
someone might say, “Get out of here,” and dependent on how it was said might either mean the
person is upset or he might be using the phrase as an expression of awe.
 Silence: The lack of expression transmits a message itself that can create a barrier. It can be
used as a threatening tool in order to disregard some other person’s need for communication, or
it can also be used so as to improve communication. If used in the appropriate way, it can help
you and the other person to think through the messages that are being sent and how to respond
appropriately.
 Body Language: Body language can create a communication barrier too. A person with their
head down, or turning their back to you are all examples of body language. Body language is
used to send those messages that you don’t care, don’t want to talk or that you’re angry. It is the
use of your physical body in order to send a message. This can also include positions, symbols
that are made with your hands or a stance.
 Facial Expression: A person’s facial expression act as a barrier, when there is insecurity or
fear involved in the conversation. Facial expressions are often misinterpreted and
misunderstood. For example, if you’re telling someone something highly sensitive and they don’t
make any facial expression, you may beleive that they are not listening, which results in a
barrier that you close off your heart and end the conversation.
Conclusion
Communication in the workplace is very critical to establish and maintain quality working
relationships in organisations. Being a process of transmitting information and common understanding,
effective communication is important in the workplace because every administrative function and activity
involves some kind of direct or indirect communication. Resultantly, to improve the effectiveness of
communications, it is important that administrators must get aware of the importance of sender's and
receiver's responsibilities as well as adhere to active listening skills. Effective communication skills will
improve an administrator’s ability in the workplace to be a strong leader. Administrators should therefore
create an environment wherein issues, opinions, problems, plans, thoughts and ideas pertaining to work,
are handled in a professional and proficient manner through positive and effective communication.
A good businessman believes in the saying, 'take care of communication andsuccess shall take
care of itself.Nonverbal communication can affect our communication with others in powerful ways, still it
is many times ambiguous. Much of the advice offered in the popular media on nonverbal communication
is incorrect because a single nonverbal cue is given too much emphasis. Specific advice on
communicating effectively has been offered for each type of nonverbal communication i.e. physical
appearance, gestures, facial communication, voice, touch, space and environment but some general
advice also has been offered as follows:observe multiple nonverbal cues before drawing conclusions
about others, monitor your nonverbal communication,recognize vast cultural differences in nonverbal
communication, resist jumping to conclusions based on a single nonverbal cue, and strive for
consistency in your verbal and nonverbal communication to avoid mixed messages.
Dr. Urvashi Sharma & Dr. Sohan Lal: Communication in the Workplace: Guidelines for Improving -------- 333
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