Communication

Meaning of Communication: It's nearly impossible to go through a day without the use of
communication. Communication is sending and receiving information between two or more
people. The person sending the message is referred to as the sender, while the person receiving
the information is called the receiver. The information conveyed can include facts, ideas,
concepts, opinions, beliefs, attitudes, instructions and even emotions.1 Communication is
considered to be the most important and most effective ingredient of the management process.
Interpersonal communication is fundamental to all managerial activities. All other management
functions involve communication in some form of directions and feedback. Effective
management is a function of effective communication. Probably the most frequently cited
source of interpersonal conflict is poor communication. Many operations have failed because
of inadequate communication, misunderstood messages and unclear instructions. Even in life,
in general, communication plays a very important role among friends, within the family and in
all social circles, since we spend nearly seventy percent of our waking hours communicating,
writing, reading, speaking friendship, divorces and distance between parents and children.
Accordingly, communication plays an important role in all walks of human life as well as
organisational life.
No group can exist without communication which involves transference and understanding of
information. It is only through communication and transmitting meaning from one person to
another that ideas can be conveyed and discussed. It is a meaningful interaction among people
so that the thoughts are transferred from one person to another in such a manner that the
meaning and value of such thoughts is same in the mind of bother the sender of the
communication as well as the receiver of the communication. This is very important aspect,
otherwise an idea, no matter of the communication. This is very important aspect, otherwise an
idea, no matter how great, is usefull until it is transmitted and fully understood by others. This
is one reason why, generally members are at a similar level of thinking and communicating.
The communication are at a similar level of thinking and communicating. The communication
cannot be understood by all members, if some members of the group are highly intellectual or
highly technical and others are not.

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Definitions: Some important definitions of communication are:

1. Communication is the process of passing information and understanding from one person
to another. Keith Davis

2. Communication is any means by which thought is transferred from one person to another.
Chappell and Read

3. “Communication is an exchange of facts, ideas, opinions or emotions by two or more

persons.” W.H. Newman

4. “Communication may be broadly defined as the process of meaningful interaction among

human beings.” MC Farland

5. Effective communication as "Purposive interchange, resulting in workable understanding

and agreement between the sender and the receiver of the message”.
George Vardman
6. Communication is the transmission of ideas, emotions, skills etc. by the use of symbols,
graphs etc. It is the act or process of transformation that is usually called communication.
Berelso and Steiner

Features of Communication:
Characteristics of communication are mentioned below:

(1) Two or More Persons:

The first important characteristic of communication is that there must be a minimum number
of two persons because no single individual can have an exchange of ideas with himself. A
listener is necessary to receive one’s ideas. Therefore, there must be at least two persons-the
sender of information and the receiver.

(2) Exchange of Ideas:

Communication cannot be thought of in the absence of exchange of ideas. In order to complete

the process of communication there must be an exchange of ideas, orders, feelings, etc., among
two or more than two persons.

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(3) Mutual Understanding:

Mutual understanding means that the receiver should receive the information in the same spirit
with which it is being given. In the process of communication, it is more important to
understand the information rather than carry it out.

(4) Direct and Indirect Communication:

It is not necessary in communication that the receiver and giver of information should be face-
to-face with each other. Communication can be both direct and indirect. Direct communication
means face-to-face conversation, while indirect communication is through other means.

(5) Continuous Process:

Communication is an endless process, as is the case with business where the manager
continuously assigns work to his subordinates, tries to know the progress of the work and gives
directions.

(6) Use of Words as well as Symbols:

There can be many means of communication, like the written, the oral and symbolic. The
examples of symbolic communication are the ringing of bell for closing a school or a college,
saying something by the movement of the neck, showing anger or disapproval through eyes,
giving some decision by the raising of a finger in cricket, etc.

Objectives of Communication:
Communication is the lifeblood of an organization. It is the vehicle that ensures proper
performance of organizational functions and achievement of organizational goals. As a
separate field of study, business communication has the following objectives:

1. To exchange information: The main objective of business communication is to

exchange information with the internal and external parties. Internal communication
occurs within the organization through orders, instructions, suggestions, opinions etc.

2. To develop plans: Plan is the blueprint of future courses of actions. The plan must be
formulated for attaining organizational goals. In order to develop a plan, management
requires information. In this regard, the objective of communication is to supply
required information to the concerned managers.

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3. To implement the plan: Once a plan is prepared, it is to be implemented.
Implementation of a plan requires timely communication with the concerned parties.
Thus, communication aims at transmitting a plan throughout the organization for its
successful implementation.

4. To facilitate policy formulation: Policies are guidelines for performing organizational

activities. Policies are also termed as standing decisions to recurring problems. Every
organization needs to develop a set of policies to guide its operation. Preparing policies
also require information from various sources. Therefore, the objective of
communication is to collect necessary information for policy formulation.

5. To achieve organizational goal: Collective efforts of both managers and workers are
essential for achieving organizational goals. Communication coordinates and
synchronizes the efforts of employees at various levels to achieve the stated goals of
the organization.
6. To organize resources: Various kinds of resources are available in organization such
as human resources, material resources, financial resources and so on. In organizing
these resources in an effective and efficient way is a key challenge to the managers.
Communication is the vehicle to overcome this challenge.
7. To coordinate: Coordination is a basic management function. It involves linking the
various functional departments of large organizations. Without proper and timely
coordination, achievement of organizational goals is impossible. Therefore, the
objective of communication is to coordinate the functions of various departments for
the easy attainment of organizational goals.
8. To direct the subordinates: The job of a manager is to get the things done by others.
In order to get the things done, management needs to lead, direct and control the
employees. The performance of these managerial functions depends on effective
communication with subordinates.
9. To motivate employees: A pre-requisite of employee motivation is the satisfaction of
their financial and non-financial needs. Financial needs are fulfilled thorough monetary
returns. However, in order to satisfy non-financial needs, management must
communicate with employees on a regular basis both formally and informally.
10. To create consciousness: Employees of an organization must be conscious regarding
their duties and responsibilities. Communication supplies necessary information and
makes them conscious about their duties and responsibilities.

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 11. To increase efficiency: In order to increase employee efficiency, they should be
provided with necessary information and guidelines. Communication supplies such
information and guidelines for them.
12. To bring dynamism: Organizations should be dynamic to cope with the internal and
external changes. Bringing dynamism requires finding new and better ways of doing
things. For this purpose, communication helps to seek new ideas and suggestions from
the internal and external parties.
13. To improve labor-management is relationships: Harmonious relationship between
workers and management is a prerequisite for organizational success. In this regard,
the objective of communication is to ensure the free and fair flow of information and
to create good understanding between them.
14. To increase job satisfactions: Communication enhances job satisfaction level of
employees. It creates a friendly environment where employees can express themselves.
As a result, they become more satisfied with their job.
15. To convey employee reaction: Communication conveys employees’ reactions,
opinions, suggestions and complaints to their superiors about the plans, policies,
programs and strategies of the company.
16. To orient employee: Communication orients the new employees with the company’s
policies, rules, regulations, procedures etc.

Process of Communication:
Communication is a process of exchanging verbal and non-verbal messages. It is a continuous
process. The communication process is dynamic in nature rather than a static phenomenon.
Pre-requisite of communication is a message. This message must be conveyed through some
medium to the recipient. It is essential that this message must be understood by the recipient in
same terms as intended by the sender. He must respond within a time frame. Thus,
communication is a two way process and is incomplete without a feedback from the recipient
to the sender on how well the message is understood by him.
Seven major elements of communication: Seven major elements of communication process
are:
(1) Sender
(2) Ideas
(3) Encoding
(4) Communication channel

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(5) Receiver
(6) Decoding and
(7) Feedback.

(1) Sender:
The person who intends to convey the message with the intention of passing information and
ideas to others is known as sender or communicator.
(2) Ideas:
This is the subject matter of the communication. This may be an opinion, attitude, feelings,
views, orders, or suggestions.
(3) Encoding:
Since the subject matter of communication is theoretical and intangible, its further passing
requires use of certain symbols such as words, actions or pictures etc. Conversion of subject
matter into these symbols is the process of encoding.
(4) Communication Channel:
The person who is interested in communicating has to choose the channel for sending the
required information, ideas etc. This information is transmitted to the receiver through certain
channels which may be either formal or informal.
(5) Receiver:
Receiver is the person who receives the message or for whom the message is meant for. It is
the receiver who tries to understand the message in the best possible manner in achieving the
desired objectives.
(6) Decoding:
The person who receives the message or symbol from the communicator tries to convert the
same in such a way so that he may extract its meaning to his complete understanding.
(7) Feedback:
Feedback is the process of ensuring that the receiver has received the message and understood
in the same sense as sender meant it.

Types of Communication:
Communication in an organization carries innumerable kinds of messages which may be
difficult to map out; but it may be possible to classify communications in regard to how to
transmit, or who communicates to whom, or what kinds of relationships communication
develops. Thus communication may be grouped on the following basis:

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 1. On the basis of Direction of Communication:
(i) Downward Communication
(ii) Upward Communication and
(iii) Horizontal or Lateral Communication
2. On the basis of Way of Expression:
(i) Oral Communication and
(ii) Written Communication
3. On the basis of Organizational Structure:
(i) Formal Communication and
(ii) Informal Communication

1. On the basis of Direction of Communication:

(i) Downward Communication:

Downward communication occurs when information and messages flow down through
an organization's formal chain of command or hierarchical structure. In other words,
messages and orders start at the upper levels of the organizational hierarchy and move
down toward the bottom levels. Responses to downward communications move up
along the same path.

(ii) Upward Communication:

Communication is a very important part of working in the business environment.
Managers must be able to communicate with employees and employees must be able
to communicate with managers in order to have a profitable business. Upward
communication is the flow of information from front line employees to managers,
supervisors, and directors.

(iii) Horizontal or Lateral Communication

Horizontal communication is the transmission of information between people,
divisions, departments or units within the same level of organizational hierarchy. You
can distinguish it from vertical communication, which is the transmission of
information between different levels of the organizational hierarchy. Horizontal
communication is often referred to as 'lateral communication.'

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2. On the basis of Way of Expression:
(i) Oral Communication:
It occurs through the spoken word. In oral communication, the two parties to
communication, the sender and the receiver, exchange their views through speech,
either in face-to-face communication between individual and individual, or between an
individual and the group, or any mechanical or electrical device, such as a telephone,
public address systems etc. meetings, conference, lectures, etc. are some other media of
communication.
(ii) Written Communication:

The Written Communication refers to the process of conveying a message through the
written symbols. In other words, any message exchanged between two or more persons
that make use of written words is called as written communication. The written
communication is the most common and effective mode of business communication. In
any organization, the electronic mails, memos, reports, documents, letters, journals, job
descriptions, employee manuals, etc. are some of the commonly used forms of written
communication.

3. On the basis of Organizational Structure:

(i) Formal Communication:
The Formal Communication is the exchange of official information that flows along the
different levels of the organizational hierarchy and conforms to the prescribed
professional rules, policy, standards, processes and regulations of the organization. The
formal communication follows a proper predefined channel of communication and is
deliberately controlled. It is governed by the chain of command and complies with all
the organizational conventional rules.

(ii) Informal Communication:

‘Informal Communication’ is the communication among the people of an organisation
not on the basis of formal relationship in the organisational structure but on the basis of
informal relations and understanding. It may overlap routes, levels or positions.
Informal communication creates a situation where the different workers communicate
with each other, work side by side, hour after hour and day after day irrespective of
their formal positions and relationships. It is referred to as the ‘grapevine’ which
indicates informal means of circulating information or gossip. It is direct, spontaneous
and flexible. It is personal, unofficial, and mostly verbal.

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Importance of Communication:
Effective communication is vital for efficient management and to improve industrial
relations. In modern world the growth of telecommunication, information technology
and the growing competition and complexity in production have increased importance
of communication in organisations large and small irrespective of their type and kind.
A corporate executive must be in a position to communicate effectively with his
superiors, colleagues in other departments and subordinates. This will make him
perform well and enable him to give his hundred percent to the organisation:

1. Managerial efficiency: – Communication helps in smooth operation of management.

Managerial task can only be performed when communication system is effective.
2. Enhance morale and relations: – Effective communication emphasizes the
employee’s participation in management. It helps to build the employees morale and
cordial industrial relations between management and employees
3. Effective leadership: – effective leadership depends upon effective communication.
Two-way communication helps in effective communication. Managerial leader must
handle the subordinates. For ordering qualitative leadership is essential. And that can
be obtained from proper system of communication.
4. Mutual trust and confidence: – mutual trust and confidence between labor and
management is necessary for effective movement of organization. When there is
effective communication, it helps to reduce misunderstanding and develop mutual trust.
5. Better decision: – the success of organization can be measured in better decision.
When the information, data and other fact are not effectively communicated, it hampers
the decision making. So, when the facts are communicates to concerned department,
organization and person. It is easy to make decisions promptly.
6. Staffing: – when the information are correctly communicates in time, it helps in the
function of selection, placement, socialization, promotion and transfer,
7. Better managerial concern: – all managerial functions such as planning, organizing,
directing, controlling etc. can’t be conducted without communication.

How to Make Communication Effective:

In order to remove barriers to communication an open door communication policy
should be prepared and followed by managers at all levels. The superiors in the
organization must create an atmosphere of confidence and trust in the organization so
that the credibility gap may be narrowed down. Major efforts in this direction are:
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(i) Two-way communication:
The organization’s communication policy should provide for a two-way traffic in
communication-upwards and downwards. It brings two minds closer and improves
understanding between the two parties, the sender and the receiver. A should
feedback system should be introduced in the organization so that distortion in the
filtering of damages should be avoided. There should be no communication gap.

(ii) Strengthening Communication Network:

The communication network should be strengthened to make communication
effective. For this purpose, the procedure of communication should be simplified,
layers in downward communication should be reduced to the minimum possible.
Decentralization and delegation of authority should be encouraged to make
information communication more efficient, through frequent meetings, conferences
and timely dissemination of information to the subordinates.
(iii) Promoting Participative Approach:
The management should promote the participate approach in management. The
subordinates should be invited to participative in the decision-making process. It
should seek cooperation from the subordinate and reduce communication barriers.
(iv) Appropriate Language:
In communication certain symbols are used. Such symbols may be in the form of
words, pictures and actions. If words are used, the language should be simple and
easily comprehensible be avoided. The sender must use the language with which
the receiver is familiar. The message should be supported by pictures or action,
wherever necessary, to emphasize certain points. The sender must also practice in
action what he says to others or expects from others.
(v) Credibility in Communication:
One criterion of effective communication is credibility. The subordinates obey the
orders of their superior because they have demonstrated through their actions that
they are trustworthy. They must practices whatever they say. The superior must also
maintain his trustworthiness. If the superior is trusted by the subordinates,
communication will be effective.
(vi) Good Listening:
A communication must be a good listener too. A good manager gives his
subordinates a chance to speak and express their feelings well before him. The

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 manager also gets some useful information for further communication and can also
have a better understanding of the subordinates needs, demands etc.
(vii) Selecting on Effective Communication Channel:
To be effective, the communication should be sent to the receiver though an
effective channel. By effective channel we mean that the message reaches its
destination in time, to the right person, and without and distortion, filtering or
omission.

Differences between Oral and Written Communication:

Oral and written communications are both major forms of communication.
Communicating by word of mouth is termed as oral communication. Written
communication involves writing/drawing symbols in order to communicate. Oral
communication is the most widely used form of communication in the world. Humans
are known to have communicated throughout the centuries of civilization, by using this
method of communication. Oral communication is also one of the key factors that
differentiates humans from other creatures, and entitles them to the claim of being the
most intelligent species on earth.
Written communication has been prevalent on earth since the advent of pictographs.
Pictograph was a method of communication that involved drawing symbols or pictures
on cave walls or flat surfaces, so that people could observe them and grasp the message
conveyed through it. Writing basically functions on this very premise, except that we
now use alphabets, numbers, punctuations, etc. to communicate with the readers.
Written communication has evolved from being understood as a tool to communicate
using pen and paper. Writing now implies to digital mediums of communication as well,
such as emails, text messages, chatting on the web, etc.
Written communication is considered as the preferred form of communication, when it
comes to government undertakings, official work, formal agreements, etc. This is
because written communication is more suitable to be effectively implemented in such
scenarios, than oral communication. For instance, written communication provides the
facility of recording any piece of communication, as it is always in written form, while
oral communication cannot.
However, the fact which remains is that both oral and written forms of communication
are indispensable to the human society in its day to day life.

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Sr. No. Differentiation Oral Written Communication
Criteria Communication
1. Meaning Communicating by Written communication involves
word of mouth is writing/drawing symbols in
termed as oral order to communicate
communication.
2. Permanency Oral communication Once written, it is recorded. So
can be altered or the communication either has to
corrected after be erased or written anew.
saying.
3. Applicability Oral communication Written communication is
is mostly used for usually not preferred for face to
immediate face communications.
confrontations.
4. Longevity Oral Written communications are
communications always recorded, so they stand
tend to be forgotten the test of time.
quite easily and
quickly.
5. Feedback Oral communication Written communication doesn’t
attracts instant normally receive immediate
feedback from the feedback, unless it’s on the
listeners. internet or electronic.
6. Expression Speakers use their Writers use specific words,
baritone, sound punctuation marks, etc.
pitch, volume to easily put an expression
alteration to convey across in the text.
certain expressions
to the listeners.

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7. Grammar Normally, grammar Being grammatically correct is
is not paid much one of the requisites for effective
attention to in oral written communication.
communication.

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