UNIT -1COMMUNICATING AND LEADING AT WORK

Meaning

The English word ‘communication’ is derived from the Latin word communis,
which means common.

The term communication refers to the sharing of ideas in common. In other

words, it is the transmission and interaction of facts, ideas, opinions, feelings, or
attitudes. Communication is the essence of management. The basic function of
management (planning, organizing, staffing, directing, and controlling) cannot
be performed well without effective communication.

In short, Communication is the process of passing ideas, views, facts,

information, and understanding from one person to another. This process is
necessary for making the subordinates understand what the management
expects from them.

Communication cannot take place without two parties – the receiver and the
sender. The information which is sent by the sender must be understandable to
the receiver.

Definition:

Communication may be defined as “the transfer of information and

understanding from one person to another.”

Characteristics The characteristics of communication are as follows:

(i) At least two persons – Communication involves at least two persons—

the sender and the receiver. The sender sends the message and the
receiver receives the message. There is an exchange of information
between two or more persons.
(ii) Two-way process – Communication is essentially a two-way process. It
does not merely mean sending and receiving messages. It is not complete
unless and until the message has been understood by the receiver in the
same sense.
(iii) Form of communication – Communication may take several forms, e.g.,
order, instruction, report, queries, etc. It may be verbal or written. It may
be formal or informal.
(iv) Scope – Communication is present in all human relationships. It is
essential in all types of organizations and at all levels of management. It
has a very wide scope.
(v) Dynamic process – Communication is influenced by the mood and
thinking of the sender and receiver. It keeps on changing depending upon
the Level of understanding of the sender and receiver.
(vi) Goal-oriented – Communication is goal-oriented and is effective only
when there is a congruence of goals of the sender and the receiver.
(vii) Interdisciplinary – Communication derives knowledge from several
sciences like anthropology (the study of body language), sociology (the
study of human behavior), psychology (the study of a human), etc. The
linking between these sciences makes communication effective.
(viii) (Interpersonal relations – The main purpose of communication is to
influence the human behavior which creates interpersonal relations.
(ix) Circular process – There is a circular flow of information in the
communication process. After the feedback, the receiver of the original
message is required to transmit another message. The response indicates
the success of the communication.

Elements of Communication Process:

The communication process has the following components:

1. Sender or communicator – Sender is an employee with ideas, intentions,

information, and a purpose for communicating. He is the source or initiator
of the communication. He has something with a meaning to communicate.
Communication begins when a sender identifies the need to send a message
based on certain reasons.
2. Message – The sender encodes meaning into a message that can be
transmitted. The message represents the meaning, the source is trying to
convey.
3. Encoding – The function of encoding is to provide a form in which ideas
and purpose can be expressed as a message. The result of the encoding
process is the message. Encoding involves translating the sender’s intent or
ideas into a systematic set of symbols or gestures.
4. Channel or medium – A medium serves as the means of communication
whereas a channel refers to the means of transmission of a message between
the sender and the receiver. A medium, which is an abstraction, can be oral,
written, or non-verbal. Channel, on the other hand, is concrete and could be
 a letter, a report, a book, a memorandum, fax, an email, the television, the
telephone, etc.
5. Receiver – The receiver is the individual whose senses perceive the sender’s
message. There may be one or many receivers. If the message does not
reach the receiver, communication is not completed.
6. Decoding – Decoding is the process by which the receiver interprets the
message and translates it into meaningful information. Decoding is a two-
step process – (a) the receiver must first perceive the message, and (b) the
receiver must then interpret it. The decoding process is very much affected
by some factors such as the receiver’s need, status, experience, situational
factors, etc.
7. Communication noise – In communication, noise can be thought of as those
factors that disturb or distort the intended message. Noise may occur in each
of the elements of communication. “Noise” hinders communication. It
includes the following factors:
(a) Factors that hinder the development of clear thought.
(b) Faulty encoding due to ambiguous symbols.
(c) Defects in the channel.
(d) Inattentive reception.
(e) Faulty decoding due to prejudices, wrong under-standing, personal
outlook, the wrong meaning of words and symbols.
Noise can result in miscommunication. Hence the important point is to
realize all these possibilities of noise and to minimize them.
8. Feedback – A feedback provides a link or channel for the communicator to
know the receiver’s response and to determine whether the message has
been received and has produced the intended change.
FORMS OF COMMUNICATION:

There are several types of communication in our practical life. It depends on an

organizational pattern; parties of organization involved; several workers, the
pattern of activating, etc. the types of communication are shown below in a
diagram:

A. Based on parties

1. External communication: External communication is the process of

exchanging information with the people of various external or outside parties of
the organization. Generally, these parties are a stakeholder of the organization.

2. Internal communication: Internal communication is the process of

exchanging information among people of different levels or internal participants
within the organization.

(i) Horizontal communication: Horizontal communication is the

communication where information or messages flows between or among the
parallel or same level or statuses people of the organizational structure.

(ii) Vertical communication: Vertical communication is the communication

where information or messages flows between or among the subordinates and
superiors of the organization.

(i) Downward communication: Downward communication is the

communication where information or messages flows from the top of
the organizational structure from the bottom of the organizational
structure.
(ii) Upward communication: Upward communication is the
communication where information or messages flows from the
down/bottom of the organizational structure to the top of the
organizational structure.
(iii) Cross or diagonal communication: Diagonal or cross-communication
occurs when information flows between persons at different levels
who have no direct reporting relationship. It is used to speed
information flow, to improve understanding to coordination etc. for
the achievement of the organization.
B. Based on formality

• Formal communication: Formal communication is the process of

exchanging information by following the prescribed or official rules,
procedures, systems formalities, chain of command etc. in the organizational
structure.

• Informal communication: Informal communication is the process of

spontaneous exchange of information among various people of different
status in the organizational structure.

C. Based on media

• Written communication: Written communication is the process of

communication in which messages or information is exchanged or
communicated within sender and receiver through written form.

• Oral or verbal communication: Oral or verbal communication is the

process of communication in which messages or information is exchanged or
communicated within sender and receiver through using any spoken or
written word.

• Non-verbal communication: Non-verbal communication is the process of

communication in which messages or information is exchanged or
communicated within sender and receiver through without using any spoken
or written word.

D. Others

• Mass communication: Mass communication is a process of transmitting

information, thoughts, opinions or attitude through specific channel or media
to a large number of heterogeneous audiences.

• Personal communication: When people exchanged information related to

their personal life or personal affair is known as personal communication.

• Interpersonal communication: Interpersonal communication occurs when

two individuals are involved or exchanging information, ideas, opinions,
feelings relating to the personal, social, organizational, national and
international matter who are located in the same place. It is a process of face-
to-face communication between individuals where messages may be verbal
 (that is, expressed in words) or they may not involve words at all but consist
of gestures, facial expressions, and certain postures (body language).

BARRIERS TO COMMUNICATION:

1. Physical Barriers: It is also caused by barrier distance. Suppose that the

person sending the message is far away from the recipient. And communication
is happening between the two. The barrier arises due to him not being heard
clearly because of far distance.

2. Personal Barriers: The personal factors of both sender and receiver may exert
influence on effective communication. These factors include life experiences,
emotions, attitudes, behaviour that hinders the ability of a person to
communicate.

3. Gender barriers: Gender barrier is also a type of barrier, such as male and
female in an organization, people of both genders work. Societal stereotypes,
assumed gender roles, and interpersonal differences can contribute to a
communication gap between the gender and there is a rift between people due to
gender. For Example: Women are focused on relationships and men are focused
on tasks.

4. Emotional Barriers: The emotional barrier changes according to our mood.

Emotional barriers are due to mental limitations created by one’s own self.
Emotional Barriers are the mental walls that keep you from openly
communicating your thoughts and feeling to others.

5. Language Barriers: Language barriers are the most common communication

barriers which cause misunderstandings and misinterpretations between people.
... Not using the words that other person understands makes the communication
ineffective and prevents message from being conveyed.

6. Status Barriers: People often have difficulty navigating status differences

when trying to inform or persuade others. To many, social status is an indicator
of credibility and legitimacy, and this effects how seriously others take what
one communicates. Status differences can create a bias against those with the
perceived lower status.

7. Cultural Barriers: Past experiences, perception, and cultural background

greatly affect the way people talk and behave. Culture plays an important role in
shaping the style of communication. ... The culture in which individuals are
socialized influences the way they communicate, and the way individuals
communicate can change the culture.

8. Organizational Barriers: Inside the organization, there are many things inside
which a communication barrier is created. Just like the policy of the
organization, about the rule and regulation of the organization, about the status,
the facility, there are many other things which cause a lot of barriers.

9. Semantic Barriers: Semantic barriers to communication are the symbolic

obstacles that distort the sent message in some other way than intended, making
the message difficult to understand. The meaning of words, signs and symbols
might be different from one person to another and the same word might have
hundreds of meanings.

10. Inattention barriers: Sometime the persons do not pay adequate attention to
the message. They do not listen, the spoken words attentively. The
communication has no impact on those who are unwilling to listen. Inattention
arises due to lack of interest, over stimulation and time pressure.

OVERCOME BARRIERS OF COMMUNICATION

•Eliminating differences in perception: Seek clarity: if we are unclear about

expectations, assumptions, preferences or beliefs of another person in an
interaction, confusion may arise. The key to overcoming perceptual barriers is
asking questions to gain a sense of clarity and ensure that you and the other
person are on the same page.

•Use of Simple Language: Use of simple and clear words should be

emphasized. Use of ambiguous words and jargons should be avoided.

•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.

•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.
•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.

•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.

•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.

•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 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.

•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.