COMMUNICATION: Communication is the art of expressing and exchanging ideas in speech or writing. The complexities of modern life demand that individuals have a mastery of both oral and written communication skills. Elements of Communication: a. The Message A message is not only conveyed information, but the emotions that give the words meaning. Words alone do not establish the full meaning of the message. Nonverbal communications may give clues that the receiver can use to interpret verbal messages. b. Sender and Sender’s Process The sender is the source of communication. The sender starts the communication process by transmitting information to the receiver. Encoding the message, whether written or oral, is a process that requires four separate steps. The sender formulates the message, putting thoughts into words. He passes the message through many psychological or internal communication barriers. Transmitting the message and immediately becomes the receiver as he prepares to accept feedback for verification of message delivery. c. Transmission Medium The transmission medium is the pathway by which the message flows. It is the vehicle that carries the message from the sender to the receiver, and back. The medium can be electronic, written, verbal, or nonverbal. d. Receiver and Receiver’s Process The receiver is the element in the communication process that interprets the meaning of the message. Only when the receiver has understood the message, can true communication take place. Upon obtaining the message, the receiver decodes it The receiving process is made up of the following steps: ● Receive ● Decode ● Filter ● Interpret e. Feedback Feedback is the element of communication that confirms the message has been received and understood. It completes the sender’s process by verifying the meaning has not changed. The greatest cause of ineffective communication is failure of the sender to request feedback from the receiver 1 Nonverbal Elements of communication ● Eye contact: This helps to regulate the flow of communication. It signals interest in others and increases the speaker's credibility. People who make eye contact open the flow of communication and convey interest, concern, warmth, and credibility. ● Gestures: If you fail to gesture while speaking you may be perceived as boring and stiff. A lively speaking style captures the listener's attention, makes the conversation more interesting, and facilitates understanding. ● Movement: ensure that any movement you make is meaningful and not just nervous fidgeting, like rocking back and forth on your heels or moving two steps forward and back, or side to side. ● Posture and body orientation: You communicate numerous messages by the way you talk and move. Standing erect and leaning forward communicates to listeners that you are approachable, receptive and friendly. Interpersonal closeness results when you and the listener face each other. Speaking with your back turned or looking at the floor or ceiling should be avoided as it communicates disinterest. ● Proximity: Cultural norms dictate a comfortable distance for interaction with others. You should look for signals of discomfort caused by invading the other person's space. Some of these are: rocking, leg swinging, tapping, and gaze aversion. ● Vocal: Speaking can signal nonverbal communication when you include such vocal elements as: tone, pitch, rhythm, timbre, loudness, and inflection. For maximum teaching effectiveness, learn to vary these six elements of your voice. One of the major criticisms of many speakers is that they speak in a monotone voice. Listeners perceive this type of speaker as boring and dull. ● Facial expressions: Smiling is a powerful cue that transmits happiness, friendliness, warmth, and liking. So, if you smile frequently you will be perceived as more likable, friendly, warm and approachable. Smiling is often contagious and people will react favorably. They will be more comfortable around you and will want to listen more. COMMUNICATION PROCESS 2 The main components of communication process are as follows: 1. Context - Communication is affected by the context in which it takes place. This context may be physical, social, chronological or cultural. Every communication proceeds with context. The sender chooses the message to communicate within a context. 2. Sender / Encoder - Sender / Encoder is a person who sends the message. The process of encoding converts information from a source into symbols for communication or storage. A message is sent to a receiver in words or other 3. 4. 5. 6. symbols Message - Message is a key idea that the sender wants to communicate. It is a sign that elicits the response of recipient. Medium - Medium is a means used to exchange / transmit the message. The sender must choose an appropriate medium for transmitting the message else the message might not be conveyed to the desired recipients. The choice of appropriate medium of communication is essential for making the message effective and correctly interpreted by the recipient. Recipient / Decoder - Recipient / Decoder is a person for whom the message is intended / aimed / targeted. The degree to which the decoder understands the message is dependent upon various factors such as knowledge of recipient, their responsiveness to the message, and the reliance of encoder on decoder. Decoding-The receiver then translates the words or symbols into a concept or information. Decoding is the reverse process of decoding. It is converting code symbols back into a form that the recipient understands. 7. Feedback - Feedback is the main component of communication process as it permits the sender to analyze the efficacy of the message PURPOSE OF COMMUNICATION 1. For instruction: The instructive function unvarying and importantly deals with the 3 commanding nature. It is more or less of directive nature. Under this, the communicator transmits with necessary directives and guidance to the next level, so as to enable them to accomplish his particular tasks. In this, instructions basically flow from top to the lower level. 2. For integration: It is consolidated function under which integration of activities is endeavoured. The integration function of communication mainly involves to bring about inter-relationship among the various functions of the business organization. It helps in the unification of different management functions. 3. For information: The purposes or function of communication in an organization is to inform the individual or group about the particular task or company policies and procedures etc. Top management informs policies to the lower level through the middle level. In turn, the lower level informs the top level the reaction through the middle level. Information can flow vertically, horizontally and diagonally across the organization. Becoming informed or inform others is the main purpose of communication. 4. For evaluation: Examination of activities to form an idea or judgement of the worth of task is achieved through communication. Communication is a tool to appraise the individual or team, their contribution to the organization. Evaluating one’s own inputs or other’s outputs or some ideological scheme demands an adequate and effective communication process. 5. For direction: Communication is necessary to issue directions by the top management or manager to the lower level. Employee can perform better when he is directed by his senior. Directing others may be communicated either orally or in writing. An order may be common order, request order or implied order. 6. For teaching: The importance of personal safety on the job has been greatly recognized. A complete communication process is required to teach and educate workers about personal safety on the jobs. This communication helps the workers to avert accidents, risk etc. and avoid cost, procedures etc. 7. For influencing: A complete communication process is necessary in influencing others or being influenced. The individual having potential to influence others can easily persuade others. It implies the provision of feedback which tells the effect of communication. 8. For image building: A business enterprise cannot isolate from the rest of the society. There is interrelationship and interdependence between the society and an enterprise operating in the society. Goodwill and confidence are necessarily created among the public. It can be 4 done by the communication with the different media, which has to project the image of the firm in the society. Through an effective external communication system, an enterprise has to inform the society about its goals, activities, progress and social responsibility. 9. For employees orientation: When a new employee enter into the organization at that time he or she will be unknown to the organization programs, policies, culture etc. Communication helps to make people acquainted with the co-employees, superior and with the policies, objectives, rules and regulations of the organization. 10. Other: Effective decision-making is possible when required and adequate information is supplied to the decision-maker. Effective communication helps the process of decisionmaking. In general, everyone in the organization has to provide with necessary information so as to enable to discharge tasks effectively and efficiently. THE SEVEN C’S OF EFFECTIVE COMMUNICATION ✓ Courtesy/Consideration-Consideration implies “not stepping into the shoes of others”. Effective communication must take the audience into consideration, i.e., the audience’s view points, background, mind-set, education level, etc. Modify your words in message to suit the audience’s needs while making your message complete. ✓ Clarity-implies emphasizing on a specific message or goal at a time, rather than trying to achieve too much at once. Clear message makes use of exact, appropriate and concrete words. It makes understanding easier and enhances the meaning of message. ✓ Correctness-implies that there are no grammatical errors in communication. The message is exact, correct and well-timed, precise and accurate in and figures used in the message. ✓ Concreteness-Concrete communication implies being particular and clear rather than fuzzy and general. Concreteness strengthens the confidence.It is supported with specific facts and figures and makes use of words that are clear and that build the reputation. ✓ Completeness and Consistency-The communication must be complete. It should convey all facts required by the audience. The sender of the message must take into consideration the receiver’s mind set and convey the message accordingly. ✓ Conciseness- Conciseness means wordiness, i.e, communicating what you want to convey in least possible words without forgoing the other C’s of communication. It underlines and highlights the main message as it avoids using excessive and needless words thus providing short and essential message in limited words to the audience. ✓ Credibility- if the sender can establish credibility, the receiver has no problem with accepting his statements. It’s based on the trust built between the two. 5 S’S OF COMMUNICATION ➢ Shortness- It is said that, “Brevity is the soul of wit,”. The same can be said about communication. If the message can be made brief, and verbosity done away with, then transmission and comprehension of messages is going to be faster and more effective. ➢ Simplicity-Simplicity both in the usage of words and ideas reveals clarity in the thinking process. It is normally a tendency that when an individual is himself confused that he tries to use equally confusing strategies to lead the receiver in a maze ➢ Strength-The strength of a message emanates from the credibility of the sender. If the sender himself believes in a message that he is about to transmit, there is bound to be strength and conviction in whatever he tries to state. ➢ Sincerity- A sincere (genuine) approach to an issue is clearly evident to the receiver. It will be reflected in the manner in which he communicates. Suppose there is a small element of deceit involved in the interaction or on the part of the sender. If the receiver is keen an observant, he would be able to sense it. BARRIERS TO EFFECTIVE COMMUNICATION Recognizing barriers to effective communication is a first step in improving communication style. Encoding Barriers: The process of selecting and organizing symbols to represent a message requires skill and knowledge. Obstacles listed below can interfere with an effective message. 1. Lack of Sensitivity to Receiver. A breakdown in communication may result when a message is not adapted to its receiver. Recognizing the receiver’s needs, status, knowledge of the subject, and language skills assists the sender in preparing a successful message. If a customer is angry, for example, an effective response may be just to listen to the person vent for a while. 2. Lack of Basic Communication Skills. The receiver is less likely to understand the message if the sender has trouble choosing the precise words needed and arranging those words in a grammatically-correct sentence. 3. Insufficient Knowledge of the Subject. If the sender lacks specific information about something, the receiver will likely receive an unclear or mixed message. 4. Information Overload. If you receive a message with too much information, you may tend to put up a barrier because the amount of information is coming so fast that you may have difficulty comfortably interpreting that information. 5. Emotional Interference. An emotional individual may not be able to communicate well. If someone is angry, hostile, resentful, joyful, or fearful, that person may be too preoccupied with emotions to receive the intended message. If you don’t like someone, for example, you may have trouble “hearing” them. 6 Transmitting Barriers: Things that get in the way of message transmission are sometimes called “noise.” Communication may be difficult because of noise and some of these problems: 1. Physical Distractions. A bad cellular phone line or a noisy restaurant can destroy communication. If an E-mail message or letter is not formatted properly, or if it contains grammatical and spelling errors, the receiver may not be able to concentrate on the message because the physical appearance of the letter or E-mail is sloppy and unprofessional. 2. Conflicting Messages. Messages that cause a conflict in perception for the receiver may result in incomplete communication. For example, if a person constantly uses jargon or slang to communicate with someone from another country who has never heard such expressions, mixed messages are sure to result. 3. Channel Barriers. If the sender chooses an inappropriate channel of communication, communication may cease. Detailed instructions presented over the telephone, for example, may be frustrating for both communicators. If you are on a computer technical support help line discussing a problem, it would be helpful for you to be sitting in front of a computer, as opposed to taking notes from the support staff and then returning to your computer station. 4. Long Communication Chain. The longer the communication chain, the greater the chance for error. If a message is passed through too many receivers, the message often becomes distorted. Decoding Barriers. The communication cycle may break down at the receiving end for some of these reasons: 1. Lack of Interest. If a message reaches a reader who is not interested in the message, the reader may read the message hurriedly or listen to the message carelessly. Miscommunication may result in both cases. 2. Lack of Knowledge. If a receiver is unable to understand a message filled with technical information, communication will break down. Unless a computer user knows something about the Windows environment, for example, the user may have difficulty organizing files if given technical instructions. 3. Lack of Communication Skills. Those who have weak reading and listening skills make ineffective receivers. On the other hand, those who have a good professional vocabulary and who concentrate on listening, have less trouble hearing and interpreting good communication. 4. Emotional Distractions. If emotions interfere with the creation and transmission of a message, they can also disrupt reception. If you receive a report from your supervisor regarding proposed changes in work procedures and you do not particularly like your supervisor, you may have trouble even reading the report objectively. You may read, not objectively, but to find fault. You may misinterpret words and read negative impressions between the lines. Consequently, you are likely to misunderstand part or all of the report. 5. Physical Distractions. If a receiver of a communication works in an area with bright lights, glare on computer screens, loud noises, excessively hot or cold work spaces, or physical ailments, that receiver will probably experience communication breakdowns on a regular basis. 7 esponding Barriers—The communication cycle may be broken if feedback is R unsuccessful. 1. No Provision for Feedback. Since communication is a two-way process, the sender must search for a means of getting a response from the receiver. If a team leader does not permit any interruptions nor questions while discussing projects, he may find that team members may not completely understand what they are to do. Face-to-face oral communication is considered the best type of communication since feedback can be both verbal and nonverbal. When two communicators are separated, care must be taken to ask for meaningful feedback. 2. Inadequate Feedback. Delayed or judgmental feedback can interfere with good communication. If your supervisor gives you instructions in long, compound-complex sentences without giving you a chance to speak, you may pretend to understand the instructions just so you can leave the stress of the conversation. Because you may have not fully understood the intended instructions, your performance may suffer. Physical Barriers 1. Distance 2. Noise Distractions b. Psychological Barriers 1) Fear 2) Lack of common experiences 3) Self-concept 4) Family 5) Culture 6) Skills 7) Feelings 8) Attitudes 9) Values 10) Knowledge 11) Beliefs 12) Biases 13) Personal space 14) OVERCOMING BARRIERS TO EFFECTIVE COMMUNICATION 1. Active Listening Learn to listen actively in order to overcome communication barriers. Concentrate solely on what the other person is saying rather than planning what you are going 8 to say in return. Repeat everything the other person is saying in your mind. Ask questions when you do not comprehend something the other party says. 2. Understanding Communication Styles One common issue with relaying ideas is not understanding the communication style of the other person. Different people communicate in different ways. You must learn to decipher the style of the communicator in order to comprehend what he is saying. 3. Interpreting Nonverbal Clues Verbal and written communications are the main ways we relate to one another, but there are important nonverbal body language messages we need to consider. Many people communicate their feelings with body postures rather than speaking aloud, or their body language might conflict with the words they are saying. In the latter case, you should trust the nonverbal cues over the words. 4. Dealing with Cultural Differences Cultural differences can often impede your understanding of what someone is trying to relate. Persons with a different ethnicity from yours have different "lingos" that are unique to their specific cultures. Persons from different places and background may speak an entirely different language from you, in which case an interpreter may be needed. 5. Utilize the Written Word One difficulty that often arises when presenting material to one or more persons is losing your audience due to the sheer amount of information. It is difficult to process such a large volume of data in one sitting. When you have a substantial amount of information to impart, it is helpful to provide a written account to those with whom you're communicating. This will help others to keep up with what you are saying and gives them a reference when they lose track of your words or need to clarify something. 6. Eliminating differences in perception: The organization should ensure that it is recruiting right individuals on the job. It’s the responsibility of the interviewer to ensure that the interviewee has command over the written and spoken language. There should be proper Induction program so that the policies of the company are clear to all the employees. There should be proper trainings conducted for required employees (for eg: Voice and Accent training). 7. Use of Simple Language: Use of simple and clear words should be emphasized. Use of ambiguous words and jargons should be avoided. 8. 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. 9 9. 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. 10. 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. 11. 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. 12. 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. 13. 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. 14. 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. 15. 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. 10