Nature and Scope

of Communication
 Definitions
Communication is the process of exchanging information,
usually through a common system of symbols. It takes a
wide variety of forms – from two people having a face to
face conversation to hand signals to messages sent over
the global telecommunication networks. Common forms
of communication include speaking, writing, gesturing
and broadcasting. Therefore, communication means to
inform, tell, show, or spread information. When a person
communicates, he/ She establishes a common ground of
understanding. In the organisational context, it brings
about a unity of purpose, interest and effort.
Communication can also be defined in the
following ways:
• The process by which information and feelings are
shared by people through an exchange of verbal and
non-verbal messages.
• The successful transmission of information through a
common system of symbols, signs, behaviour, speech,
writing or signals.
• The creation of shared understanding through interaction
among two or more agents.
 COMMUNICATION PROCESS
1 EMOTIONS

3 4 5 6 7
2
KNOWLEDGE

VIEWPOINTS
1. Our communication environment that consists of
several signs and symbols.
2. Our sensory organs pick up some of the (far from all)
signs and symbols from the environment.
3. The picked up signs and signals are passed through
our nervous system.
4. Our Filter – consisting of knowledge, viewpoints and
emotions give meaning to the signal received.
(Role of filters – perception)
5. The perceived signal triggers a communication.
6. The communication signs and symbols so triggered
are passed through our nervous system – we form
responses through our filters.
7. The transmitted signals become part of other person’s/
persons’ environment.
 Business Communication
1. The achievement of the objectives largely depends
upon proper coordination and integration of human
effort in an organization.
2. Communication is the flow of information and
understanding from one person to another from one
person to another at the same level or at different
levels. It is a process which enables management to
allocate and supervise the work of the employees.
3. The effectiveness of management largely depends
upon the effectiveness of their communication.
4. As an organization grows in size, complexity and
sophistication, the role of communication also
undergoes a change, and it becomes more critical to
organizational functioning.
Main Forms in Business Communications

Internal (Operational) External Operational Personal

Communication Communication Communication
Orders Personal selling Non business related
exchange of
e-mails Tele calling
information
reports advertising
 Characteristic of Business
communication A two way process
• Continuous Process
• A short lived process
• Needs proper understanding
• Leads to the achievement of the
organizational objective
• Dispels misunderstanding
Benefits of Effective Communication
Enhanced
Professional
Better Image
Increased
quality of
productivity
documents

Lesser Stronger
Misunder- Decision
standing Effective making
Communication

Increased
Quicker
Awareness
problem
Among
solving
Employees

Improved Healthier
customer Business
relations relationships
 TYPES OF COMMUNICATION

Direction Method
Channel
1. Downward 1. Oral
1. Formal
2. Upward 2. Written
2. Informal
3. Horizontal 3. Gestural
3. Grapevine
 Peter Drucker, on importance of
Communication in business
Colleges teach the one thing that is perhaps most valuable
for the future employee to know. But very few students
bother to learn it. This one basic skill is the ability to
organise and express ideas in writing and speaking.

As soon as you move one step from the bottom, your

effectiveness depends on your ability to reach others
through the spoken or the written word. And the further
away you are from manual work, the larger the
organization of which you are an employee, the more
important it will be that you know how to convey your
thoughts in writing or speaking. In the very large
organization…….this ability to express oneself is
perhaps the most important of all the skills a person can
possess.
 Functions of Communication

Information: Information refers to the role of communication

in facilitating decision making and problem solving.

Control: In the organisational context, control refers to the

power to influence people’s behaviour.

Motivation: motivation refers to the fostering of motivational

spirit among the employees.

Emotional Expression: emotional expression relates to the

function of communication in expressing or letting out the
feelings and emotions of employees under various
circumstances.
 Manager’s Roles

Interpersonal Informational Decisional

Figurehead Entrepreneur
Monitor
Leader Disturbance handler
Disseminator
Liaison Resource allocator
Spokesperson
Negotiator
 Directional

Upward
Downward
Horizontal
 Informal Communication
When anyone can tell anyone else anything
informally, the result is a rapid flow of
information along what is commonly
known as grapevine. This refers to the
pathways along which unofficial
information travels.
 Grapevine communication: Benefits, Limitations and Guidelines

Benefits Limitations Guidelines

1. Less expensive than 1. Fast spreading nature 1. To be used as a
formal channels can cause damage to supplementary channel
organization only
2. May give some 2. If unverified, may 2.. Information to be
information that you may cause trouble verified for the facts and
find otherwise difficult to also the source
collect through formal
channels
3. An outlet for 3. May lead to 3. Should not be ignored
employees to share their misunderstandings if
anxieties, worries and incomplete
frustrations
4. Used voluntarily by 4. May not be reliable as 4. Employees using this
many employees it is oral only and also channel should not be
nobody owns the threatened or
responsibility for the encouraged too much
information
5. Fastest means of
spreading information.
 Tips to Improve Effective Internal
Communication
Downward :-

1. Essential Plan documents received by all

2. Employee Handbook
3. SOPs
4. Job description and Organisation charts
5. Regular Meetings
6. Full Staff meetings every month
7. One to one meetings
8. Performance Reviews
 Tips to Improve Effective Internal
Communication
Upward :-

1. Status reports - daily, weekly pending actions.

2. Informal and Formal meetings
3. Ensure feedback
4. Act on feedback and publicise
5. Respect the grapevine
 Strategies for Improving Organisational
Communication
 Encourage open feedback
- 360 feedback
- Suggestions system
- Corporate Hotlines

 Use Simple Language

 Avoid Overload
- Gatekeepers
- Queuing

 Walk the Talk

 Be a good listener
 Miscommunication
• Organizational structure: All organizations, irrespective
of their size, have their own communication techniques
and each nurtures its own communication climate

• Difference in Status: When people belonging to different

hierarchical positions communicate with each other,
there is a possibility of miscommunication.

• Lack of trust: Establishing credibility or building trust

among subordinates or with colleagues is a difficult task.

• Closed communication climate: An organization's

communication climate is based on its management
style.
• Incorrect choice of Medium: Choosing an inappropriate
communication medium can distort the image and block
the intended meaning.

• Information overload: Too much information is bad

because it reduces the audience’s ability to concentrate
on the most important part of the message.

• Message complexity: There are two significant reasons

for any message to become complex in a business
setting – one, the difficult nature of the message and the
other, the difficulty in understanding it.

• Message competition: Invariably, most of the business

messages compete for the full and undivided attention of
their receivers.
• Unethical communication: Relationships within and
outside the organization depend on trust and fairness. It
does not mean that the organizations should not be
tactful.

• Physical Distractions: Communication barriers are often

physical: bad connections, poor sound quality, illegible
copy etc.
Steps to reduce Miscommunication
1. Consider seriously the recipient of your
message.

1. Think about how to send the message, i.e.,

should the mode be verbal or written.

2. Follow up your verbal message with a written

statement.

3. Decide who can communicate with whom. As a

leader, your goal is to combine simplicity with
effectiveness.