Communication is essentially the act of transmitting information or, to be more specific, the sharing of information by oral, written, or non-verbal terms.
Effective communication is an essential part of everything a manager does. Every function of management — planning, organising, staffing, leading, and controlling — requires effective communication skills.
For example, objectives set in the planning process must be communicated and explained to all employees. Assigning job duties and appraising an employee’s job performance are carried out through communication.
In the words of H. Koontz, “communication is the transfer of information from a sender to a receiver”. This definition focuses on the sender, the transmission, and the receiver of the message.
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Learn about:-
1. Definitions of Communication 2. Concept of Communication 3. Characteristics 4. Objectives 5. Essentials for Effective Communication 6. Effectiveness of Organisational Communication 7. Networks
8. Factors Responsible for Growing Importance of Communication 9. Achieving Effective Communication 10. Methods 11. List of Communication Services 12. Barriers 13. Overcoming Communication Barriers 14. Methods for Improving Communication.
Communication: Definitions, Objectives, Barriers, Methods, Characteristics, Concept, Effectiveness and Networks of Communication
Contents:
- Definitions of Communication
- Concept of Communication
- Characteristics of Communication
- Objectives of Communication
- Essentials for Effective Communication
- Effectiveness of Organisational Communication
- Networks of Communication
- Factors Responsible For Growing Importance of Communication
- Achieving Effective Communication
- Methods of Communication
- List of Communication Services
- Barriers of Communication
- Overcoming Communication Barriers
- Methods for Improving Communication
Communication – Definitions Provided by Eminent Management Thinkers like Louise A.Allen and Charles E.Redfield
In its simplest form, communication can be viewed as a transfer of message from one individual to another. However, if communication is to be effective, then it is important that the message transferred is understood by the receiver. Though people actively engage themselves in communicating, communication as a topic of incisive study is of recent development.
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Communication, strictly speaking, stands for the sharing of ideas in common. Popularly speaking, it refers to the various means or media of transmitting information from one individual to another or from one place to another e.g., telephone, telegraph or television. “Basically communication is a two-way process and the two terminals should be connected with mutual understanding if communication is to be purposefully effective.”
Louis A. Allen- “Communication is the sum of all tuning one person does when he wants to create understanding in the mind of another. It is a bridge of meaning. It involves a systematic and continuous process of telling, listening and understanding.”
Charles E. Redfield- “Communication is the broad field of human interchange of facts and opinions and not to technologies of telephone, telegraph, radio and the like”.
Communication – Concept
Communication is essentially the act of transmitting information or, to be more specific, the sharing of information by oral, written, or non-verbal terms. In the words of H. Koontz, “communication is the transfer of information from a sender to a receiver”. This definition focuses on the sender, the transmission, and the receiver of the message.
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It also makes a pointed reference to ‘noise’ which interferes with good communication and feedback, which facilitates the communication. The key element in communication is clarity — that is, the receiver of the communication acknowledges the same meaning as intended by the sender.
Communication management refers to management and integration of all channels of communication within an organisation. The objective is to ensure the free and seamless flow of information across all levels.
Communication in organisations can occur in many forms ranging from face-to-face contact involving facial expressions and body movements to written communications in the form of memos, letters, and reports to networks in which people-to-people and people- to-equipment interactions take place.
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In general, communication in organisations can be examined in one or two basic perspectives; between individuals (interpersonal communication) and within the formal organisational structure (organisational communication). These two basic perspectives on communication are also interdependent because interpersonal communication is almost always part of organisational communication.
Effective communication is an essential part of everything a manager does. Every function of management — planning, organising, staffing, leading, and controlling — requires effective communication skills. For example, objectives set in the planning process must be communicated and explained to all employees. Assigning job duties and appraising an employee’s job performance are carried out through communication.
In a broad sense, the purpose of communication within an enterprise is to introduce (bring) change. The objective is to initiate action for promoting the welfare of the enterprise. Communication is absolutely essential for the internal functioning of an enterprise for a simple and obvious reason. It integrates all management functions.
To be more specific, communication is needed for at least six reasons:
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1. To establish goals of an enterprise and make it known to members of the organisation;
2. To develop appropriate plans for the fulfilment of the goals;
3. To organise human and non-human (material, financial, etc.,) resources in the most effective and efficient manner;
4. To select, recruit, develop members of the organisation and appraise their performance;
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5. to lead, direct and motivate people so as to create an internal environment in which people have the maximum opportunity for contribution and achievement; and
6. To facilitate, control, i.e., control of performance against goals and targets.
Communication – 6 Important Characteristics
(i) It is the process of exchanging information between two or more persons, one is the conveyor of the message called the communicator and the other is the recipient called the communicatee.
(ii) Communication includes all the means, through which the message is conveyed by one person to another.
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(iii) It involves both information and understanding.
(iv) It is the most important part of the working process for a business organisation.
(v) It is a continuous on-going process.
(vi) Communication may flow vertically upward or downward between superiors and subordinates. Horizontally, it is in between persons occupying similar ranks in different departments, and diagonally among persons at different levels in different parts of an organisation.
Communication – 7 Main Objectives: Information Sharing, Feedback, Control, Influence, Problem-Solving, Decision-Making and Facilitating Change
1. Information Sharing- The main purpose of communication is to transmit information from a source to the target individuals or groups. Various types of information are transmitted in the organisation such as policies and rules, changes and development in the organisation, etc.
2. Feedback- There is a need to give good feedback to the employees on their achievements, to the departments and to the higher management on the fulfillment of goals and difficulties encountered.
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3. Control- The management information system is well-known as a control mechanism. Information is transmitted to ensure that the plans are being carried out according to the original design. Communication helps in ensuring such control over monitoring mechanism.
4. Influence- Information is power thus the purpose of communication is to influence people. The manager communicates to create a good climate, right attitude and congenial working relationship.
5. Problem-solving- In many cases, communication helps in solving problems. Communication between management and the union on some issues (negotiation) is aimed at finding a solution. Many group meetings are held to discuss alternative solutions for a problem and to evolve a solution.
6. Decision-making- For arriving at a decision communication are needed, e.g., exchange of information, views, alternatives, favourable points of each alternative, etc. So it can be concluded that communication helps a great deal in decision-making.
7. Facilitating Change- The effectiveness of a change, introduced in an organisation depends to a large extent on the clarity and spontaneity of the communication. Communication between the consultants and the managers, between the managers and the employees, and amongst the employees helps in removing the hindrances in the future planning and its implementation.
Free flow of ideas and information reduces employees’ contention to new technologies and other changes. Communication makes new ideas acceptable to people so they adapt themselves easily to the changing circumstances.
Communication – 7 Essentials for Effective Communication: Correctness, Clarity, Conciseness, Courtesy, Completeness, Consideration and Concreteness
Effective Communication calls for coordinated efforts. Good communication is very much the result of hard work, like any other high quality output. Good communication does not occur accidentally. It is necessary to understand the essentials of good communication and work towards achieving them.
1. Correctness – The first essential for effective communication is to be correct about use of language, appearance and form of layout to be used for communication. Wrong and, incomplete information proves harmful for effective communication.
2. Clarity – The intended message must be clear at first reading. There should be clarity of thoughts and clarity of language. The objective of any communication should not just to get on convey the message. It has to ensure that the message reaches the receiver.
3. Conciseness – It means expressing in few words. Effective communication is always to the point; use as few words as possible without sacrificing clarity and completeness.
4. Courtesy – Let another important requirement for effective Communication is courtesy. The communicator should develop consideration for the other people’s feeling. One should make of courteous words in communication like please, thanks.
5. Completeness – Communication is said to be complete when it provide all necessary information and answer all questions asked. Infact effective communication give something extra then desirable.
6. Consideration – The intended message cannot bring about the desired result where it considers the target receiver. Communicator should set content from receiver’s point of view, show audience benefit or interest and emphasize upon positive and pleasant full.
7. Concreteness – Effective communication also bears feature of concreteness by making use specific facts and figures, put action in your verbs and by choosing vivid image building words.
Communication – Effectiveness of Organisational Communication: Factors Described by Raymond V. Lesikar
What all is true of interpersonal communication is also tine of organisational communication. Here too the effective communication involves getting an accurate message from one person to another. However, there are certain factors that are unique to the organisation which influence the effectiveness of communication.
Raymond V. Lesikar has described four factors that influence the effectiveness of organisational communication:
1. The Formal Channels of Communication.
2. Informal Communication or Grapevine
3. Organisational Climate and Communication
1. Formal Communication:
Communication effectiveness is influenced by formal channels in two ways. First, the formal channels cover the widening distance that usually occurs when the organisations develop and grow. Second, the formal channels inhibit the free flow of information between organisational levels, particularly in upward communication.
For example, a worker communicates his problems to a foreman or supervisor rather than to the Plant Manager. It has both advantages and disadvantages. The advantage is that the managers are fed with the limited important information and the disadvantage is that sometimes the manager may not receive the information he should receive.
The authority structure in the organisation also influences the effectiveness of communication. The content and accuracy of information are also affected because of the differences in authority and status. For example, there cannot take place a frank conversation between a clerk and the company managing director, since the clerk’s speech is always characterized by politeness and formality.
Job specialisation also affects the effectiveness of communication. Members belonging to the same work group use the same jargon and understand each other better, while communication between highly differentiated groups is likely to be a problem for both.
Information ownership refers to the unique knowledge and information about their jobs possessed by the individuals. For many individuals, such information is a sort of power that helps them function more effectively than others. Most of the persons with such scales are often reluctant to share the information with others. Hence, open communication is not always possible in the organisation.
Organisational communication may be formal or informal. Formal communication is an official communication having official support and sanction.
Formal communication flows through the authority and responsibility channels of an organisation which exists in order to:
(i) Measure and control outputs;
(ii) To coordinate complex activities in the system and relate the sub systems to the total systems;
(iii) To regulate response to external environment;
(iv) Coordinate resource allocations and
(v) Create a climate within which the organisation can adjust its output as it receives and process feedback.
The advantages of formal communication include:
(i) Providing correct information;
(ii) Having official support with authority;
(iii) Uniformity in transmission and
(iv) Handling of message efficiently.
However, formal communication suffers from the drawbacks like:
(a) Delay in sending information due to official channels;
(b) Absence of immediate feedback;
(c) Absence of interest to send and receive and
(d) Lack of ability to communicate upward.
Organisational communication takes place in a variety of ways. It may flow vertically or horizontally. The vertical communication can be either downward or upward.
Managers today realised that informal communication is more important and useful than formal communication. Why? We, now study informal communication to answer this question.
2. Informal Communication or Grapevine:
The communication that arises not out of formal relations between people but out of informal or social relationships is called the grapevine or informal communication. The management has no absolute control over this type of communication as they neither created nor destroyed it. Communication need not flow through authority-responsibility relationships or channels of organisation in informal communications. In informal communication, there is no formal superior-subordinate relationship.
The informal communication does both good and bad to the organisations.
The advantages of informal communication are:
(i) It acts as a driving force to unite the workforce in cases of common matters;
(ii) It saves time and energy as the information flows at a high speed;
(iii) It has immediate response from the receiver;
(iv) It provides the scope for creation of new ideas;
(v) It satisfies the communication needs of various employees and
(vi) It provides scope for immediate feedback.
Informal communication suffers from various drawbacks.
They are:
(i) Informal communication sometimes spreads wrong information and rumours;
(ii) It distorts information;
(iii) Grapevine provides only inadequate information;
(iv) Information provided through grapevine has no formal authority and
(v) It overlooks superiors.
According to Koontz and O’Donnel, “the most effective communication results when managers utilise informal organisation to supplement the communication channels of the formal organisation.”
It should be remembered that it is a part of the manager’s job to have a little control over this informal communication so that he can take the appropriate action to minimise the adverse effect of this channel.
3. Organisational Climate and Communication:
Organisational climate is very important in the context of communication. Organisational climate is the summary perception which people have about an organisation. It is thus a global expression of what the organisation is-
Organisational climate refers to a system of shared meaning held by members that distinguishes the organisation from other organisations.
The characteristics of organisational climate are:
(i) Individual Initiative- The degree of responsibility, freedom and independence that individuals have.
(ii) Risk Tolerance- The degree to which employees are encouraged to be aggressive, innovative and risk-seeking.
(iii) Direction- The degree to which the organisation creates clear objectives and performance expectations.
(iv) Integration- The degree to which units within the organisation are encouraged to operate in a coordinated manner.
(v) Management Support- The degree to which managers provide clear communication, assistance and support to their subordinates.
(vi) Control- The number of rules and regulations and the amount of direct supervision that is used to oversee and control employee behaviour.
(vii) Identity- The degree to which members identify with the organisation as a whole rather than with their particular work group or field of professional expertise.
(viii) Reward system- The degree to which reward allocations are based on employee performance.
(ix) Conflict tolerance- The degree to which employees are encouraged to air conflicts and criticisms openly and
(x) Communication patterns- The degree to which organisational communications are restricted to the formal hierarchy of authority.
Thus, the dependence on formal communication denotes higher degree of organisational climate.
Communicating with the Employees:
Both formal as well as informal communications channels are used to communicate with the employees. In addition to following written communication, oral and non-verbal communication should be relied upon. In addition to downward communication to communicate rules, procedures and programmes of the organisation to employees, employees should also be encouraged to communicate to their superiors.
In order to make use of teamwork, all channels of communication or star communication patterns should be encouraged. Interpersonal communication should be encouraged with a view to develop interpersonal relations. Employees should also be encouraged to develop effective and active listening skills.
Managers often fail to communicate due to the barriers involved in this process.
Communication – Networks: Classified as Formal and Informal Networks
Managers in organisations establish communication flows with others in different patterns in order to facilitate the flow of information from one point (or source) to all other points. These patterns of flow of information are called communication networks. There are innumerable ways or patterns of communication. There are a few frequently used networks.
Communication networks define the channels by which information flows. These networks are classified into two, viz., formal networks and informal networks.
Formal networks are typically vertical (Fig. 19.3), follow the authority chain and are limited to task-related communications. In contrast, the informal network usually known as grapevine-is free to move in any direction, skip authority-responsibility relationship levels. The likely purpose of informal network is to satisfy social needs of the group members with a view to motivate the members of task accomplishment.
1. Formal Networks:
There are three common small-group networks. These are chain, wheel and star (Fig. 19.3). The chain rigidly follows the formal chain of command. In the wheel network, communication flow depends on the superior to act as the central point for all group communications. In the star or all-channel network, all group members actively communicate with each other. This type of network is essential for teamwork.
The effectiveness of each network depends on the dependent variables (Exhibit 19.5). For example, speed of communication is fast in wheel and star. Accuracy of information is high in chain and wheel networks. Dependency on leader is high in the wheel network. Members are highly satisfied in the star network.
Distortion is high in chain network and low in star network. Work overload is moderate in chain and star networks and very high in the wheel network. Both chain/star networks is best for teamwork, which satisfies members as well as produces qualitative work. It is also clear that no single network will be the best for all occasions.
2. Informal Network:
The informal network has three main characteristics, viz.:
i. It is not controlled by the management;
ii. Most employees perceive that they get reliable information through this technique; and
iii. It is largely used to serve the self interests of the members. There are no clear patterns of flow of information in informal network. Information can flow in any direction in this network.
Interpersonal Communication:
The major emphasis in interpersonal communication is on transferring information from one person to another. The purpose of interpersonal communication is to effect behavioural change by incorporating psychological processes (perception, learning and motivation) and language. In addition, listening sensitivity and non-verbal communication are also included.
Getting feedback and providing feed forward are most important in interpersonal communication. The importance of feedback cannot be over emphasised as effective interpersonal communication highly depends on it. Both formal and informal networks should be used for effective feedback. It makes communication a two-way process.
These characteristics are:
(i) Intention- The intention of effective feedback is to improve job performance.
(ii) Specificity- Effective feedback is designed to provide with specific information to recipients.
(iii) Description- Effective feedback is descriptive rather than evaluative.
(iv) Usefulness- Effective feedback provides employees with useful information to improve job performance.
(v) Timeliness- Effective feedback provides information in the right time.
(vi) Readiness- Employees must be ready to receive information in order to make feedback effective.
(vii) Clarity- The recipient must understand the information clearly and
(viii) Validity- The information communication must be reliable and valid.
Other Variables:
In addition to feedback, other variables like trust, expectations, values, status and compatibility influence interpersonal communication greatly. If the subordinate does not trust his boss, communication will be ineffective. Similarly, the other variables also contribute for ineffective communication. Interpersonal communication is the centre of organisational communication.
Listening:
Listening is a very important aspect in the process of communication, but it is a very difficult task. Many people take their skills for granted and they confuse hearing with listening. Listening is different from hearing. Hearing is merely picking up sound whereas listening is making sense from what we hear. Hence, listening requires paying attention, interpreting and remembering sound stimuli.
Effective listening must be active but not passive. In passive listening, the receiver just records the information. Active listening gets the receiver inside the sender of the information as the receiver understands the information from the point of view of the sender. The receiver has to concentrate and fully understand the information in the process of receiving the information.
The four essential requirements of active listening are:
(i) Intensity;
(ii) Empathy;
(iii) Acceptance;
(iv) A willingness to take responsibility for completeness.
Our brain is capable of handling four times the speed of the average speaker. It leaves a lot of time for idle mind. Hence, listeners have to summarise and process the information that they receive. Empathy requires the listener to get into the shoes of the speaker.
It does mean that the receiver should try to understand what the speaker wants to communicate. An active listener should demonstrate acceptance. Finally, the listener should do whatever is necessary to get the full intended meaning from the speaker’s communication.
Developing Effective/Active Listening Skills:
The specific behaviours of effective active listener are:
(i) Make eye contact- The receiver should maintain eye contact with the sender during the process of receiving information.
(ii) Exhibit affirmative head nods and appropriate facial expressions.
(iii) Avoid distracting actions or gestures- When listening, don’t do any other work.
(iv) Ask questions- Asking questions during the process of listening provides clarification, ensures understanding and assures the speaker that the receiver is listening.
(v) Paraphrase- Paraphrasing means restating what the speaker has said in the listener’s own words.
(vi) Avoid interrupting the speaker.
(vii) Don’t over talk- Allow the speaker to talk completely and speak only to the extent necessary.
(viii) Make smooth transitions between the speaker and listener. Concentrate on what the speaker has to say rather than what you are going to say.
Communication – Factors Responsible for Growing Importance of Communication: Growth in Size of Organisation, Growth of Trade Unions and a Few Others
(a) Growth in Size of Organisation – Business organisations in modern times have grown in size, employing thousands of persons, working at different place. Such large organisations have various levels in hierarchy in organisational structure. Direct contacts are not possible. Hence communication is of vital significance in directing these people.
(b) Growth of Trade Unions – After the World War II the trade unions have flourished very rapidly. Today, management of a large business house is not possible without keeping them into confidence. Their co-operation can be obtained through an efficient system of communication only.
(c) Technical Developments – The technology is developing very fast. The technical improvements affect the composition of group relationship between subordinate and his superior and the methods of working also. The adjustment in social, organisational and physical aspects of work is possible only through communication.
(d) Emphasis of Human Relations in Industry – The growing importance of human relation in industry and the desire of management of maintaining good human relations with their workers have also necessitated the communication. Now the nature of employees’ relationship is changed from master-servants relationship to partnership. This helps in this process by changing the attitudes, perception, needs, feelings, etc.
(e) Other Factors – The idea of social responsibilities of business, the developments in the field of sciences like, sociology and psychology, etc., have also increased the importance of communication in organisation.
Communication – Achieving Effective Communication
An effective system is one that ensures smooth flow of information in the organisation and overcomes barriers to communication.
Such a system has the following characteristics:
(i) Free Flow of Information:
The system of communication should be so designed that it has short lines of information flows. There should be free movement of information both vertically and horizontally. The rigid organisation structure should not be allowed to come in the way of smooth and speedy flow of information. Moreover, delegation and decentralisation of authority should be encouraged to cut delays in decision-making and speed up communication.
(ii) Positive Attitude:
The attitudes of superiors and subordinates should be positive that there is open communication at all times between various levels. They should overcome the status barrier to create proper understanding. The superiors must keep the subordinates informed about the policies and programmes and also be in touch with subordinates regarding their problems, suggestions etc. This is necessary to achieve the organisational goals effectively.
(iii) Clarity of Message:
The message must be as clear as possible. No ambiguity should creep into it. The message can be conveyed properly only if it is clearly formulated in the mind of the communicator. The message should be encoded in direct and simple language so that the receiver is able to understand it without much difficulty.
(iv) Open Mind:
The parties to communication must have open minds. They should not try to withhold information just to serve their personal interests. They should be able to interpret the information without any prejudice or bias. Without any prejudice or bias. They should also be receptive to new ideas that may come across. They should not react before receiving and understanding the full message.
(v) Communication Skill:
Every person should have the necessary skill to share information with superiors, peers and subordinates. This will improve human relations in the organisation and also help in ensuring greater productivity.
(vi) Effective Listening:
The sender must listen to the receiver’s words attentively so that the receiver may also listen to the sender at the same time. It is also necessary for every employee to update his knowledge by reading company notices, bulletins, reports, etc.
(vii) Receptivity to New Ideas:
The employees should be prepared to accept new ideas and change themselves accordingly. They should be willing to receive information from internal and external sources which calls for change in the organisation.
(viii) Flexibility:
A good system should be flexible enough to adjust to the changing requirements. It should be able to carry extra loads of information without much strain. It should absorb new techniques of communication with little resistance. Use of a wide range of media such as oral and written messages, face-to-face contacts, telephonic calls, group meetings, etc. should be encouraged without any hesitation.
(ix) Reliance on Feedback:
Feedback refers to transmission of information concerning the effect of any act of communication. For example, the manager, who sends a directive to his subordinate, should come to know the response of the latter. Feedback information flows upward and downward. Its purpose is to reinforce or correct the action implied in any act of communication. Feedback also provides an opportunity for suggestion and criticism.
Communication – 7 Important Methods: Oral Communication, Written Communication, Networking, Telecommuting, Video/Media Interview, Non-Verbals and Visual Design
Method # 1. Oral Communication:
A large amount of information is communicated orally. Oral communication can take different forms. It can occur in a face-to-face meeting (interaction) of two persons. It also occurs when a manager makes presentation to a larger audience. It can be formal or informal. It can be planned or unplanned (or accidental).
Advantages:
(i) Speedy interchange with instant feedback – Oral communication makes possible speedy interchange with instant feedback. People can raise questions and clarify doubts and ambiguities. In any face-to-face interaction, the effect is easily taken note of.
(ii) Feeling of importance – An opportunity to meet the superior may give a subordinate feeling of importance. And he (she) takes pride in the matter. No doubt informal or planned meeting may lead to clear understanding of the issues.
Disadvantages:
(i) Time-consuming affair – Oral communication does not always save time. In some cases it is very time consuming.
(ii) Fruitless exercise – In most meetings no results come out or agreements are reached.
(iii) Cost-raising in nature – Most meetings appear to be costly both in terms of time devoted and money spent.
Method # 2. Written Communication:
Many managers rely on written communication, both for formal messages as also for informal notes. To them something has no reality unless it is put in black and white (i.e., written down).
Types of writing range from letters and memos to executive summaries, reports, business plans, and proposals. However, in terms of modes of communication, there are a few terms that are useful to understand across contexts. Interpretation means doing more than simply presenting facts. In other words, the writer works to make the data meaningful in terms of the reader’s situation.
Tone means the tenor of the sender’s message or how words create an impression on the reader. Avoid talking down to the reader, lecturing; arguing, accusing and speaking falsely (do not speak beyond your expertise). Treatment refers to coverage of the topic. If coverage appears to be hurried, it tends to leave an effect of inattention or routine treatment.
Advantages:
(i) Providing documented evidence – Written communication provides records, references, and legal defences. It is possible to prepare a message quite carefully and then direct it to a large audience through mass mailings.
(ii) Uniformity – Written communication is also likely to promote uniformity in both policy and procedure.
(iii) Cost saving – Written communication can lead to cost saving in some cases.
(i) Huge paper work – Written messages lead to huge paperwork.
(ii) Poor expression – Written messages may be poorly expressed by incompetent writers. There may be ambiguity in expression due to wrong choice of words and even use of strong words. So the receiver may be required to make use of his sense to understand what the sender has in mind (or what he means to say).
(iii) No immediate feedback – There is no immediate feedback due to ineffectiveness of the communication process, caused by use of wrong words and obscurity of language.
It may, therefore, take a long time to be sure as to whether a message has been properly received and clearly understood.
Method # 3. Networking:
Networking usually refers to an exchange between people sharing mutual fields of business, employment, and interests. People who use networking as a mode of communication typically focus on building rapport, relationship and fair exchange of information.
Method # 4. Telecommuting:
Networks are now taking on new meaning as a growing percentage of business takes place virtually. All players are equal when business takes place in workplace. Telecommuters are a new breed of communicators who rely almost exclusively on electronic communication devices to conduct business — cellular phone, PC, laptop, computer, fax, modem, CD- ROM, portable drive, and scanner, not to mention video and audio hardware, internet publishing capabilities, and custom database and software programmes.
Speaker phones and videoconferencing technologies provide further help to telecommuters who need to communicate across distances with the business offices and clients. Business communication is not only fast and efficient, but an “anywhere, anytime” affair, in the mode of communication.
Method # 5. Video/Media Interview:
Occasionally business people will be on broadcast television, videotape or subject to print or media interview. Once a business person identifies his audience he will be able to direct his message to its members.
Method # 6. Non-Verbals:
People also convey messages in non-verbal communication. These range from mistakes and glosses, such as – misspelling, redundancies, and blind assumptions, to the messages, inherent in how a person organises a desk, edits video, chooses location for a meeting, chats, or simply listens. Listening is a mode of communication. The importance of non-verbals increase when communicators work cross-culturally or in non-native environments.
Interpretations are as significant as verbal and non-verbal communications. How a person provides feedback, gives instructions, or even proofreads shows cultural biases and thus speaks volumes about his or her mode of communication. Writers convey meanings by selecting a format, type font, and images. Even an envelope becomes a powerful communication tool. A communicator bundles multiple direct and indirect messages within it.
Method # 7. Visual Design:
Visual design is emerging as an increasingly significant mode of communication, with increasing reliance on business facilitated by computer and digital technology.
Communication – List of Communication Services: Postal and Telecom Services
Communication is a process of exchange of ideas, views, facts or feelings between one or more persons to reach common understanding.
Communication services should be efficient, accurate and fast in order to be effective. These are helpful to the business for establishing links with the outside world viz., suppliers, customers, competitors etc. In this fast moving and competitive world it is essential to have advanced technology for quick exchange of information.
The communication services can be broadly classified into:
1. Postal services
2. Telecom services.
1. Postal Services:
Postal services are important for a modern business. Indian Post and Telegraph department provides various Postal Services across India through 22 portal circles. These circles manage day- to-day functioning of various head post offices, sub post offices and branch post offices.
They offer various facilities for sending and receiving letters, parcels, money orders, samples, etc.
The Postal department performs the following services:
Postal department provides financing facilities to numerous people due to its vast coverage. People can invest in post office saving schemes through Public Provident Fund (PPF), Kisan Vikas Patra and National Savings Certificate. It also performs banking functions of monthly income schemes, recurring deposits, savings account, time deposits and money order facility.
Under Postal Certificate (UPC) is a certificate issued by the post office on payment of prescribed fee, when the sender wants to have a proof that he has actually posted the letters.
i. In order to have such a certificate, the sender needs to write the complete address of the receiver and sender on a plain paper and affix the required postage on it.
ii. This paper along with the letters is handed over to the post office. The post office will put its seal on that paper and return to it to the sender.
iii. This paper now serves as an evidence of posting in case of any dispute about communication.
iv. It must be noted that ‘UPC’ has to be written on the face of the mail.
Registered post is a postal service in which mail is registered by the post office at the time of sending, in order to ensure safe delivery.
i. The objective of registered post facility is to provide secure transmission of the articles. So, the registered articles are transmitted under special precautions.
ii. Under this service, mails are handed over to the post office after affixing additional postage as registration charge.
iii. On receiving the mail, the post office immediately issues a receipt to the sender, which also serves as a prove that the mail has been posted.
iv. The location of registered post can be traced at any stage as record regarding movement of the article is maintained from booking till the time of its delivery. In case of loss or damage of the article, the centre is eligible for compensation.
v. To distinguish registered post from ordinary mail, all registered mails are super scribed as “Registered Post” on their face.
Parcel post is a service of a postal administration for sending article from one place to another through the post.
i. It is one of the less expensive ways to send package through post that are too heavy to be sent by regular letter post and is usually a slower method of transportation.
ii. Under parcel post services, parcels of specified size and weight can be sent across the country as well as outside the country.
iii. The postal charges vary according to the weight of the parcel.
iv. Separate postage is to be paid for inland and foreign parcel post.
Speed post is a postal service which provides for time-bound and express delivery of letters, documents and parcel across the nation and around the world.
i. The charges for Speed Post are relatively more than that of ordinary mail and it varies according to distance.
ii. Post office also picks up speed post mail from the doorstep of the sender’s who send bulk mail on a regular basis.
iii. Post office provides time-bound as well as guaranteed mail delivery through its speed post service.
iv. Speed post offers money-back guarantee, under which Speed Post fee will be refunded if the consignment is not delivered within the published delivery norms.
v. Speed Post facilitates speedy transmission of articles to over 1000 destinations in India and 97 major countries across the globe. This service is available 24 hours at specific Speed Post centers.
f. Courier:
Courier is a mail service provided by private operators in which they collect letters and parcels from the door step of senders and delivers them at the place of the addressee.
i. It provides a quick means of communication. No postage is required to be affixed on letters and parcel sent through couriers.
ii. The charges payable for private courier service are generally higher in comparison to post office.
iii. It provides facilities for National as well as International communication. Courier company uses Railways, Roadways and Airwaves for carriage of articles.
iv. It undertakes full responsibility of safe timely delivery of articles.
v. It collects articles from the doorstep of senders and delivers them to the receiver.
vi. Overnite Express, Blue Dart Express, FedEx, DTDC, etc., are some of the private carriers operating in our country.
g. Other Postal Services:
Postal department also offers allied facilities of the following types:
i. Greeting post – Greeting cards can be sent through post offices to people on different occasions.
ii. Media post – Business enterprises can advertise their brands through post cards, envelopes, aerograms etc.
iii. Direct post – Direct advertising can be done through addressed and unaddressed direct post.
iv. International money transfer – Postal department has collaborated with western union financial services, USA, for remittance of money from 185 countries to India.
v. Passport facilities – Postal department has entered into partnership with the Ministry of External Affairs. As a result, post office provides passport application forms and also accepts filled up forms.
vi. E-bill post – The post offices collect bill payments on behalf of BSNL, Airtel and other organisations.
Postal Saving Schemes:
a. Recurring Deposit Account (RDA):
Post-office recurring deposit account is a banking service offered by Department of Post, Government of India at all post office counters in the country.
i. Recurring deposit account can be opened by any individual (a single adult or two adults jointly).
ii. The minimum investment in a post office RDA is Rs. 10 and then in multiples of Rs. 5 for a period of 5 years. There is no prescribed upper limit on the investment.
iii. These deposits accumulate money at an annual fix rate of interest of 8.3%.
iv. The interest is compounded on a quarterly basis.
v. This scheme is meant for those investors who want to deposit a fixed amount every month, in order to get a lump sum after 5 years.
b. National Saving Certificate (NSE):
National Saving Certificate are certificates issued by Department of Post, Government of India and are available at all post office counters and the country.
i. Any individual (singly or jointly) or on behalf of minors and trust can purchase NSC by applying to the post office through a representative or as an agent.
ii. NSCs are issued in denomination of Rs. 100, Rs. 500, Rs. 1000, Rs. 5000 and Rs. 10,000 for a maturity period of 5 years. There is no prescribed upper limit on investment.
iii. NSCs can be kept as collateral security to get loan from banks.
iv. Investment in NSCs up to Rs. 1,00,000 per annum qualifies for income tax rebate under section 80c of Income Tax Act.
v. The rate of interest applicable to NSCs is 8.5%.
Kisan Vikas Patra (KVP) is a safe and long term investment option backed by the government of India which provides interest income similar to bonds. KVP is beneficial for those who are looking for a safe avenue of investment without the pressing need for a regular source of income.
d. Public Provident Fund (PPF):
Individuals who are residents of India are eligible to open their account under the PPF It may also be opened under the name of a minor by his legal Guardian.
i. Investments in PPF are recurring in nature and run over 15 year period.
ii. Annual contribution are mandatory to keep the PPF account active. The minimum and maximum investment amount are pegged at Rs. 500 per annum and Rs. 1,00,000 per annum respectively.
iii. The subscriptions under PPF shall bear interest at the rate of 8.7% per annum.
iv. Investment in PPF up to Rs. 1,00,000 per annum qualifies for income tax rebate under section 80c of Income Tax Act.
e. Monthly Income Scheme (MIS):
The post office monthly income scheme provides for monthly payment of interest income to investors.
i. Any individual can open the account, either single or jointly (two or three).
ii. The minimum investment is Rs. 1500 for both single and joint accounts. The maximum investment for a single account is Rs. 4.5 lakh and Rs. 9 lakh for a joint account.
iii. The duration of MIS is 5 years. The rate of interest applicable to MIS is 8.4%.
iv. It is meant for those investors who want to invest a sum amount initially and earn interest on a monthly basis for their livelihood.
v. MIS is meant to provide a source of regular income on a long term basis. So, the scheme is more beneficial for retired persons.
2. Telecom Services:
Efficient and advanced telecommunication infrastructure facilitates rapid economic and social development of the country. Telecom services involve the use of electronic devices for exchange of information. It provides faster, cheaper and more reliable means of communication.
i. Cellular Mobile Services:
These are used to provide voice and non-voice messages, data services and PCO services by utilising any type of network equipment within the service area. They can also provide direct interconnectivity with other types of telecom services. Some of the main operators providing cellular phones services in India are Airtel, Vodafone, Idea, Reliance, etc.
ii. Radio Paging Services:
It is a one way communication system, in which the pager company sends a message to a person who has subscribed the pager service. This service is available in tone, numeric or alphanumeric paging. It is an affordable means of transmitting information to persons even when they are mobile.
iii. Fixed Line Services:
It provides voice and non-voice messages and data services to establish linkages for long distance traffic. The various areas are connected through fibre optic cables to provide network for sending and receiving phone calls. It also provides interconnectivity with other types of telecom services.
iv. Cable Services:
It is a one way transmission of entertainment related services to the subscribers within a licensed area of operation. In future, cable network services are expected to become two-way.
v. Very Small Aperture Terminal (VSAT) Services:
VSAT is a two-way satellite based communication service, which is commonly used to transmit narrowband data or Broadband data. It offers a highly flexible and reliable communication solution that is better than land based services. It can also be used to provide innovative applications such as tele-medicine, newspapers-on-line, market rates, etc.
vi. Direct to Home (DTH) Services:
DTH is a satellite based media services, which is received through a satellite with the help of a small dish antenna and set top box. DTH service provider offers various channels depending on the plan selected by the subscriber. DTH service relieves the subscriber of problems faced under cable network services.
Communication – Barriers to Communication: Individual and Organisational Barriers
There are several barriers to communication.
These can be divided into two parts:
1. Individual barriers, and
2. Organisational barriers.
1. Individual Barriers:
Effective communication may be disrupted for various reasons.
These are the following:
i. Conflicting or Inconsistent Signals:
This is a common problem in individual communication. A manager may say something now and something else next day. For example, on Friday he may ask subordinates to do certain things in one way. Then on next Monday, he asks them to follow a completely different procedure to accomplish the same task.
ii. Lack of Credibility:
Credibility problems arise when the receiver does not trust the sender as far as the source of information is concerned. This implies that the receiver does not think that the sender is a knowledgeable person on whom he can rely.
iii. Reluctance:
Some people just do not want to initiate a communication process to exchange information. This may happen if the manager is reluctant to inform subordinates about a possible budget cut. This may result in a cut in bonus and other job-related benefits. Similarly a subordinate may feel reluctant to transmit information upward for fear of being punished or threatened.
iv. Poor Listening Habits:
Some people are very poor listeners. When someone is talking, they may think of something else, being lost in thoughts (i.e., absent minded).
v. Predisposition:
Receivers are also likely to impart certain degree of predisposition to the communication process. The reason is that they have already fixed their mindset quite firmly in a certain way. For example, if a manager knows that his boss is a difficult person to work with, he may attend a meeting predisposed to dislike him and pay no heed to what he (the boss) has to say.
2. Organisational Barriers:
The main organisational barriers to communication are the following:
i. Semantic problems – This problem arises when the same word carries different meaning to different people.
ii. Power and status problems – Another communication problem arises when people having different types of power and different status try to communicate with each other. The chairperson of the board of directors or the chief executive officer (CEO) may be reluctant to accept a suggestion from an operating employee.
iii. Different perceptions – At times different people perceive the same situation differently. So they find it difficult to communicate with each other.
iv. Environment factors – Noise affects communication in more ways than one. Similarly, information overload creates a problem when the receiver is being sent more information than he is capable of handling effectively.
v. Globalisation – Finally, if a business becomes really global, having links with different countries of the world, languages can create problems.
a. Physical Barriers — Sound, Time, Space, & So on:
Suppose an engineer shouting at someone on the far side of a construction site — at a distance of several yards over the roar of some earth-moving machinery — and he knows what physical barriers are. Other such barriers are time zone differences, telephone-line static and crashed computers. Office walls can be physical barriers, too. This is why there is new trend towards open-floor plans with cubicles instead of offices in many work-place settings.
b. Semantic Barriers — when Words Matter:
Semantic is the study of meaning of words. Semantic problems arise when words carry different meanings for different people. Words and terms such as – profit, increased labour productivity, and high net return on investment have positive meanings for marketing but not for workers. To a manager higher profit means improved performance for a company. To a worker it means greater exploitation of labour.
In addition, semantic meaning becomes a problem because jargon develops. Jargon is terminology specific to a particular profession or group, Another problem is the U5C Of buzzwords, such as – ‘leverage’,’ interface’, or ‘circle back’ — annoying words primarily designed to impress rather than inform.
c. Personal Barriers — Individual Attributes that Hinder Communication:
Often, however, many factors interfere and cause this process to fail. Some causes of interpersonal communication failure are conflicting or inappropriate assumptions, different interpretations of the meaning of words (semantics), differences in perception, emotions either preceding or during communication, poor listening habits, pretentions of nonverbal communication.
These following points are to be noted in this context:
(i) Variable Skills in Communicating Effectively:
Some people are simply better communicators than others. They have the vocabulary, the writing ability, the speaking power, the facial expressions, the eye contact, the dramatic ability and social skills to express themselves in a better way. Conversely other people do not have these qualities. But better communication skills can be learned. Non-defensive communication is a key skill to develop.
Companies tend to develop work environments that can support either defensive or non-defensive communication, given that it is necessary to learn how to promote non-defensive communication and assess whether a current or past work environment is supportive of non-defensive communication.
(ii) Variations in how Information is Processed & Interpreted:
Because people use different frames of reference and experiences to interpret the world around them, they are selective about which things have meaning to them and which do not. As told, these differences affect what we say and what we think we hear.
(iii) Variations in Trustworthiness & Credibility:
Without trust between the manager and the other person, communication is apt to be flawed. Instead of communicating both will be concentrating on defensive tactics of the meaning of the message is being changed. How will subordinates react to a manager if the predecessors in his job give them lies. They may give the manager the benefit of a doubt, but they may be waiting for the first opportunity to be confirmed in the belief that the manager will break their trust.
(iv) Oversized Egos:
Managers’ egos — their pride, their self-esteem even arrogance — are a fourth barrier. Egos can cause passionate pursuit of power, credit, and resources. Egos influence how we treat each other as well as how receptive we are to be influenced by others.
Big ego is certainly a factor when managers tune out workers’ ideas. This is a frequent employee complaint. People in powerful positions, such as – managers, tend to dismiss others when making decisions. Indeed, people with high levels of power — motivated by feelings of competitiveness — tend to discount advice from experts and novices equally.
(v) Faulty Listening Skills:
Many people have faulty listening skills. They do not actually listen when others talk.
(vi) Tendency to Judge Others’ Messages:
People in general have a natural tendency, according to psychologist, Carl Rogers, to judge others’ statements from their own point of view (especially if they have strong feelings about the issue).
(vii) Inability to Listen with Understanding:
To really listen with understanding, one has to “see the expected idea and attitude from the other person’s point of view, to sense how it feels to him to achieve his frame of reference in regard to the thing he is talking about”. When one listens with understanding, it makes one feel less defensive (even if the message implies criticism) and improves one’s accuracy in perceiving the message.
(viii) Stereotypes and Prejudices:
A stereotype consists of oversimplified beliefs about a certain group of people. Usually distorted image of reality, misconception, lack of proper knowledge or information, etc., lead to such prejudices.
Communication – 7 Ways of Overcoming Communication Barriers: Proper Language, Properly Drafted Message, Motivation, Good Listening Skills and a Few Others
Constant organizational effort is needed to overcome the barriers, which are unconsciously built up by different people in the organization. Persons in positions of authority, as well as subordinates, can be helped to overcome these barriers by training in effective communication. The external barriers, of defective channels and faculty organizational systems are the Management’s responsibility within the organization. The channels must be kept in good working condition; the intercoms, notice boards, information meetings must be kept up-to-date.
Semantic and language barriers can be overcome only by being careful with the use of language, and by using words which have clear meaning, by using short, and simple sentences, and also by using visual aid whenever possible. Personal barriers can be overcome only by making a conscious effort, and by training for better communication. Persons in responsible positions are expected to improve their communication skills and overcome their particular blocks. It is not easy to overcome all barriers; everyone has to make efforts to be aware of them and take care to avoid them.
Communication is a process that has two or more participants, one being the sender who is responsible for disseminating the message, and the second one being the receiver at whom the message is directed. There is also the channel through which the message is communicated.
An efficient channel of communication is that where the message suffers the least distortion and reaches the receiver in a way the sender intended it to be received in terms of content as opposed to terms of effect or influence. More often than not, messages suffer from distortions as there may be many disturbances on its way from the sender to the receiver.
Barriers to communication are of different types ranging from systematic to psychological.
An organisation that is beset with communication problems must analyse where the actual barriers lie. It must scan for signs that suggest problems in the organisation may be the result of barriers in communications. For example, an organisation may be facing problems of discipline within its workforce. It could also be due to the roadblocks in the achievement of organisational goals.
What must be understood is that the inability to achieve those goals may not be the problem, instead the real problem could lie somewhere else; the shortfall in objective achievement could be an indicator that there exists a problem. The organisation must first ensure that it is able to identify the barriers to effective communication. Once the barriers are identified, the organisation can get down working on plugging the loopholes in communication.
Ways to Overcome Barriers to Communication:
1. Proper language- A message can be effective if it is properly worded in a language that is simple and easily understood by the receiver.
2. Properly drafted message- If the message is properly drafted, has clarity and is concise, it will be properly understood.
3. Motivation- If a message is worded in a way that it inspires, it will motivate the receiver. Messages should be such that inspire confidence and build trust in the receiver.
4. Good listening skills- In case of verbal and telephonic communication, lack of listening skills, both on part of the sender and receiver, is often responsible for ineffective communication. Listening skills must be developed as this can greatly contribute to effective communication.
5. Employee orientation- Problems can arise in communication when people are not aware of their rights and duties and their role in the organisation. In such a scenario, the organisation should orient the members, apprise them of their responsibilities, make clear who is to report to whom and when. These measures will go a long way in ironing out the creases in effective communication.
6. Open door policy- The management must keep its communication doors open and should be ready to listen to all who wish to communicate.
7. Use of informal groups- At times informal groups play a great role in communicating through informal means of communication. They can be used as a communication strategy to achieve the organisational communication goals.
Communication – 4 Methods for Improving Communication (With the Use of Advanced Telecommunication System and Transactional Analysis in Communication)
In a business organisation, communication has the top priority due to certain factors like technical development, human relation, growth in the size and also the social and psychological factors in organisational behaviour. When we evaluate these factors, it reveals that improving the effectiveness of communication is very essential.
The following methods are suggested for improving the communication system in the modern organisation:
Method # 1. Restructuring Organisations:
This means more scope for decentralisation and providing more freedom to organisational units. Self-contained units will show improvement in their information handling system. This may reduce the overload of information and other problems connected to the sub-units.
Method # 2. Promoting Upward Communication for Innovations:
Promotion of upward communication in an organisation through a system for lower level to communicate their ‘ideas’ to the superiors at higher levels. This is the principle of Quality circle in Japanese organisation. Japanese management suggest that small group of workers need to be formed to explain problems in their own work areas.
Similar system is used in the United States at the lower level known as ‘Multiple Management.’ This management group communicates with both higher and lower rung officials to solve the problem situations and thus helps for smooth functioning of the organisation on day to day basis.
Method # 3. Proper Follow-Up and Feedback:
This system between the sender of the message and the receiver will avoid most of the causes of barriers in communication. This will also help in understanding the message and react accordingly. A proper feedback system in communication is literally a two way channel of information.
Management should check frequently the communication problems experienced by the individuals at various levels through proper communication audit. This will ensure that the information required at various levels for effective functioning reaches them on time.
Method # 4. Adopting a Parallel Channels:
Parallel channels of communication can serve useful purpose in exchange of information. A verbal communication can bring better results. At times, there can be an inadvertent omission of the important parts of a verbal communication by a receiver. This can be avoided, if a verbal communication is followed by a formal (written) one. This system can improve the overall efficiency and effectiveness in the communication.
Use of Advanced Telecommunication System:
For improving communication, advancement in Wireless Technology has paved the way for new dimensions. Technical advancement like merging computers and telecommunication technology has greatly facilitated effective communication everywhere.
In India, the information Technology Act, 2000 AD was passed with the objective of regulating ‘e-commerce’, recognising electronic records and authenticating them through digital signature, etc. The improvements made in organisational communication system have even made it possible for holding ‘Board meetings’ through video or teleconferencing and/or e-mail, etc.
There are advantages of telecommunication in an organisation like:
i. Organisation having telecommunication system can cut down space and also save a large amount of money on conventional systems of communication.
ii. Telecommunication promotes efficiency by encouraging individuals to work at their best under reduced office distractions.
At the same time, it has been noted that an organisation having telecommunication feels the need to closely monitor and supervise their employees by making them stay closer to the place of work. Remote isolation of employees may also prevent the supervisor’s opportunity for his involvement in determining their performance.
Telecommunication can make a change in management culture involving flat organisations. Motivation and trust on the part of employees along with team work and proper networking will lead to effective communication system. Mere existence of technology can be a compliment and not a substitute for ‘face to face’ interaction in organisational communication.
It is, therefore, evident that existence of technology alone in communication cannot bring out the desired results. The role of technology is to be best viewed as a means rather than an end in effective improvement of communication.
In recent years, technological advancement has changed the way of life of people involved in verbal communication, for example, by Video Display terminals (VDTs), Electronic mail (e-mail) and voice messaging, etc.
1. Video Display Terminals (VDTs):
Nowadays, most modern offices have the Video display Terminals attached to computers for office work. They have replaced the old fashioned records and registers and office workers as in the past. The computers have remarkably improved office working system.
In this system, the contract between the managers and their subordinates is restricted, critical opportunities to identify and solve problems may be lost sight of. It is true that neo-technology has made people very efficient, which at times, make interpersonal relation insignificant.
2. Electronic Mail (E-Mail):
One of the most popular technological advancement in organisational communication is the use of electronic mail, popularly known as ‘e-mail’. This is a system by which people use personal computer terminals to send and receive messages with each other. This system has made the communication within and between organisations easier. This system is more effective than ever before for multinational operations.
This has made possible a high level efficiency by using worldwide Web’ sites known as internet. People from various parts of the world communicate with each other through direct messages or tapping data bases and electronic information records and bulletins. This system has revolutionised the basic nature of organisational communication.
3. Voice Messaging:
In fact, e-mail is very quick and effective, at the same time; it does not have capacity to send a personal message using one’s own voice. Voice messaging (Voice mail) has the advantage of sending the personal message of the sender in his own voice.
Voice messaging system uses computers to convert human speech into digital information and save it on a hard disc for playing back at any time from any touch-tone telephone. Voice messaging helps people to save time and money on telephone calls. Voice message has an advantage that it need be translated into written message or key strokes.
In modern organisation video display terminals, e-mail and voice message systems are widely accepted forms of communication, as they are found to be most effective and economical than the conventional systems.
Transactional Analysis in Communication:
Transactional analysis is concerned with theory and practice of communication. In transactional analysis, one can experience transaction (interaction between people). Interactions are always in the form of communication when we think or feel about the people in an organisation interacting with each other a clear reflection comes to mind that one person i.e., a senior telling the other person, a junior, what he has to do or perform.
In other words, a senior directs the junior working under him. This is the most important aspect of communication to direct the individual for an ‘action’ or make others behave in a desired manner. Communication involves individual as well as group. Therefore, for effective functioning individuals and groups have to coordinate their efforts.
For example, a market survey is carried out by the marketing department to study the customer’s behaviour of a particular product and sharing the information of the market survey with the production department for their appropriate action. In this, communication plays a major role in coordinating. It interacts with people and develops friendship and trust in them.
Even communication makes as tremendous effect, when you express with a sweet tongue and impressive speech. A good communication skill/ system creates a pleasant atmosphere at the work place.
In communication, transactional analysis is important. It is very essential to follow the technological advancement and the changes in the growth and size of organisation, approaches and thinking of people and the need to communicate according to the changing scenario.
The views of different organisational experts like:
(i) Classical,
(ii) Neoclassical, and
(iii) Modernists are given.
(i) Classical View:
Classical theory stresses task related communication, e.g., passing of orders and instructions to subordinates and also expects obedience and coordination in all activities. In this, the direction of communication is ‘Downward’. That means from managers to their subordinates. This communication is expected to command subordinated and also to make them follow the instructions in letter and spirit.
(ii) Neoclassical View:
Due to the emergence of human relation in the industrial field, the emphasis on considering and meeting employees’ need has become vital. It also focused on social interaction of people at the work place leading to employees’ participation in decision making. In this, the employees can have horizontal communication between them and their peers, who are part of the informal workgroup and have vertical (upward) communication between employees and managers.
These types of communication do help assess the employees’ needs and also involves them in the decision making process. Besides, this communication process can help the informal information of ‘rumour’ spreading through grapevine and also bridging the gap of formal communication in the organisation.
(iii) Modernists’ View:
This kind of communication is highly important in organisational activities. It is felt that proper interaction and communication can create sound and firm relationship between work group and sub-units of the organisation. The modernists are of the view that proper communication and exchange of information can make the required change in the organisational set up.
An organisation should develop a ‘pattern’ of communication that is effective and suitable for its purpose.
Communication is a means to reach the end and not the end itself. For a management to be effective, it must have proper ideas to manage. If the management has poor ideas, communication will be a means to pass the poor ideas and ultimately the organisation will be an utter failure. A big question arises as ‘What should be communicated?’ and how it be communicated? If the management does have answers to the above questions, the communication will be quite effective.
For selecting a proper and effective pattern of communication, management must study the various aspects of advantages and disadvantages of the pattern to be selected.
Transactional analysis of communication explained in above paragraphs has given the idea of different transactions of communication.
The important purpose of communication is to keep people informed as to what is happening in a particular field.