Communication Skills

Unit: I - Communication Skills: 

Concept. Objectives, Process of communication, Types of Communication Verbal, Non verbal Barriers to effective communication, overcoming the bariers Forms of Communicat ion in an organization-Formal and Informal (Grapevine) 

Concept: 

                Communication is the lifeblood of an organization and without it organization cannot stay alive. As such, the top management of an organizat ion should ensure that adequate and smooth communication flows in all directions and it is effective as well. Communication is, however, one of the most difficut of all the managerial activities to measure.

             The word communication has been derived from the Latin word 'communis' that means *common'. However, communication incorporates, besides commonality, the concepts of transfer, meaning and information.

             The communication can be defined as the pocess through which two or more persons come to exchange ideas and understanding among thenm. 

             The detinition involves two aspects in communication: First, there is something. which is transmitted, such as, facts, feelings, ideas, etc. It implies that there must be a receiverif communication is to occur. Second, the definition emphasizes the understanding element in the communication. Sharing of understanding would be possible only when the person, to whom the message is meant, understands it in the same sense in which the sender of the message wants him to understand.   

Objectives: 

                    The objective of communication may be defined as the passing of ideas and understanding from the sender to the target with the view to getting the desired behavioural response from the latter. The finding out of the actual behavioural responses and comparing these with the expected ones, however, in case of this continuously on-going process, presents insurmountable difficulties. 

                     The main purpose of all communication in an organization is the general welfare of the organization. Effective communication is needed at all stages in order to ensure this welfare. In view of this elaborated and complex commercial structure, communication can be used for any or more of the following objectives:

1. Information: 

                         One of the most important objectives of communication is passing or receiving information about a particular fact or circumstance. It can be done either through spoken or written language or by using other system of signs or signals. Managers necd complete, accurate and precise information to plan and organize; cmployees need it to trans late planning into reality.  

2. Advice: 

            Giving advice is another important objective of communication. Information is always factual and objective. But advice, since is involves personal opinions, is likely to be subjective. Information is neutral in itself. When it is offered to a person, he may use it as he likes. But advice is given to him either to influence his opinion or his behaviour.

3. Order: 

         Order is an authoritative communication. It is a directive to somebody, always a subordinate, to do something. to modify or alter the course of something he is already doing. or not to do something. Whatever be the nature and size of an organization, orders are absolutely necessary for it. The downward flow of information is dominated by orders.

4. Suggestion:

                It would be wrong to presume that the best ideas on a subject come only from the supervisory staff or the directors. The kower staff. in fact being actually in touch with the operative aspect, is capable of giving some positive suggestions on procedural and operational aspects Suggestion is supposed to be a very mild and subtle form of communication. Still, since it flows horizontally or vertically upwards, it may hurt someone's ego to recognize is utility and readily accept It.  

5. Persuasion:  

                    Persuasion may be de fined as an effort to influence the attitudes, feelings, or beliefs of others, or to influence actions based on those attitudes, feclings, or beliefs. Persuasion is an art. which has to be learnt with great care. In the office of the factory, the lazy, the incompetent and the disgruntled workers have to be persuaded to do their work.

6. Education: 

                  Education is a very conscious process of communication. It involves both teaching and learning and extends over considerably long periods. The main purpose of education is to widen Knowledge as well as to improve skills.

7. Warning :

                    Warning is a forceful means of communication, for it demands immediate action. If employees do not abide by the norms of the organization, or violate the rules and regulations, it may become necessary to warn them. Tardiness, negligence. defiance, tempering with the records, mishandling equipment, lack of regularity and punctuality. gossiping. pilfering office stationery and material, spreading rumours, misleading new employees are some of the actions that call for a reprimand or a warning.

8. Raising Morale: 

                            Moral stands for mental health. It is the sum of several qualities like courage, fortitude resolution and confidence. High morale and efficient performance go hand in hand. It acts as a kind of fubricant among people, binds them with a sense of togetherness and impels them to work in cooperalion with one another in the best interest of their organization.

9. Motivation: 

                       Motivation energizes and activities a person and changeless his behaviour towards the attainment of desired goals. Human minds are not identical and are not stimulated to the same extent by the forces. It is for the supervisor to clearly understand all the motivating forces, analyze the psychological needs of the individual workers and to use proper motivation to make all his workers work in cooperation.

Process of communication 

                                        Communicat ion is a two-way process in which there is an exchange and progress ion of ideas towards a mutually accepted direction or goal. For this process to materialize, it is essential that the basic elements of communication be identified. These elements are: identified. These elements are:

Sender/Encoder/Speaker 

                    The person who initiates the communicat ion process is normally referred to as the sender. From his personal data bank he selects ideas, Encoding of encodes them and finally transmits them to the receiver in the form of a message. The entire burden of communication then rests upon the sender or encoder. His choice of images and words, and the combination of the two is what goads the receiver to listen carefully.

Receiver/Decoder/listener 

               The listener receives an encoded message, which he attempts to decode. This carried on in relatiOn to the work environment and the value perceived in terms of situation. If the goal of the sender is clear in the mind of receiver the job of decoding becocasy and the listener finds the message ore receptive. The decoding of the message is done in ulmost entirely the same terms as were intended by the sender. 

 Message 

           Message is the encoded idea transmitted by the sender. The formulation of the message is very important, for an incorrect patterning can turn the receiver hostile or make him lose interest. At this stage the sender has to be extremely cautious.

Medium 

            Another important element of communication is the medium or channel. It could be oral, verbal or non-verbul. Prior to the composit ion of the message, the medium channel should be decided. Each medium follows its own set of rules and regulations.

Feedback

             This is the most important component of communication. Effective communication takes place only when there is feedback. The errors and flaws that abound in business situatios are a result of lack of feedback.

Types of Communication: 

                                            In business communication there are two types of communications. 

                                             1) External communication and 

                                            2) Internal communication External communication means communication with other business banks, government offices, customers, general public. It is of two types outward communication and inward communication. Inward communication means communicat ion within organizat ion. lt is of two types formal and informal. Formal communication is vertical, horizontal and on senses. Vertica flows downward and upward. Horizontals communication flows between employees of equal rank.

                   Out ward communication Messages to banks, government and public are outward communication. It may be in the form of lettes, fax, telephone calls, reports, advertisement etc.

                 Inward communication An organization receive message from other business or agencies out of organizations called inward communication. 

                   Internal communicat ion Internal communication is within the organization. It can be formal and informal. 

                    Formal communication - The flow of communication is determined by patters of hierarchy. levels of authority and requirement of task. 

                    Vertical communication This is the conmmunication between superiors and their subordinates. It can be upward and downward. 

                    Upward communication - Means communication from subordinates to superiors

Methods - Open door policy, suggestion box, reporting. picnic. get together counseling. 

Downward communication-Means communication from superior tosubordinates 

                    Horizontal communication Communication between departments or people on the same level in an organization is called horizontal communication. Methods Face to face talk,committee work conferences. 

                     Consensus- This is the method of direct interaction between superior and subordinates working in different departments. All members of organization come together and communicate with each other. It develops confidence. 

                     Informal communication-Grapevine is informal type of communication. It has no definite pattern or direction. It does not have any rules. Its spreads any direction any wheTe It spreads fast. It links all the members of organization in one way.

Barriers to effective communication: 

                        Communication process is disturbed by certain obstacles which obstacles are called as "Barriers to communication.""

1. Defects in medium-They are not in within engaged incommunication. 

2.In the neighborhood 

3.Time and distance - Distance between transmitter and receiver

B. Semantic barriers -

1. Interpretation of words :- Some words may have a variety of meaning they cause semantic barriers. Some words are pronounced in two different ways 

 2 Technical terms - Technical terms have other meanings in ordinary language so that led to miscommunication. 

 3. Phrase- Phrase may not be understood by all They confuse common man. 

C. Socio-psychological Barriers 

1. Attitude- Personal attitudes act as barriers to effective communication. 

2. Emotions - It plays very important role in communication. If sender is happyl excised or angry or sad, he can't organize his mes sage properly. So emotions of the receiver affect A the communication process. Hence sender and receiver should be emotionally balanced to prevent this barrier. 

3 .Close mind -A  person with close mind is very different to communicate with. He holds rigid opinion about particular matters. It is formed date to firm belief or deep prejudices. 

4. Status-consciousness - It is a serious barriers to face to face communication status consciousness of superiors prevent them from listening to their subordinates, they can't talk truly to their superiors, superiors fee/ awkward in consuting with juniors, juniors feel nervous while communicating superiors. 

D. Cultural Barriers - II happens in intenational communication. The same symbol, words, body language convey different meaning from different cultures

E. Organizational Barriers - In case of written communication many employecs are unable to read and understand messages so that they may not give proper attention on circulars notice or letters. 

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