Unit 4

Communication
Introduction
Communications is fundamental to the existence and survival of humans as well as to an
organization. It is a process of creating and sharing ideas, information, views, facts, feelings, etc.
among the people to reach a common understanding. Communication is the key to the
Directing function of management. A manager may be highly qualified and skilled but if he does
not possess good communication skills, all his ability becomes irrelevant. A manager must
communicate his directions effectively to the subordinates to get the work done from them
properly.
Meaning and Definition
Communication is the sum of all the things one person does when he wants to create
understanding in the mind of another. It involves a systematic and continuous process of
telling, listening and understanding.
(Louis A Allen) Communication can be defined as the process through which two or more
persons come to exchange ideas and understanding among themselves.
 Importance of communication
1. Communication promotes motivation by informing and clarifying the employees about
the task to be done, the manner they are performing the task, and how to improve their
performance if it is not up to the mark.
2. Communication is a source of information to the organizational members for decision-
making process as it helps identifying and assessing alternative course of actions.
3. Communication also plays a crucial role in altering individual’s attitudes, i.e., a well
informed individual will have better attitude than a less-informed individual.
Organizational magazines, journals, meetings and various other forms of oral and written
communication help in moulding employee’s attitudes.
4. Communication also helps in socializing. In todays life the only presence of another
individual fosters communication. It is also said that one cannot survive without
communication.
5. As discussed earlier, communication also assists in controlling process. It helps
controlling organizational member’s behaviour in various ways. There are various levels
of hierarchy and certain principles and guidelines that employees must follow in an
organization. They must comply with organizational policies, perform their job role
efficiently and communicate any work problem and grievance to their superiors. Thus,
communication helps in controlling function of management.
An effective and efficient communication system requires managerial proficiency in
delivering and receiving messages. A manager must discover various barriers to
communication, analyze the reasons for their occurrence and take preventive steps to avoid
those barriers. Thus, the primary responsibility of a manager is to develop and maintain an
effective communication system in the organization.
  Factors influencing communication
Raymond (1977:336) has described four factors that influence the effectiveness of
organizational communication, these are such as;
1. Formal channel of communication: Is a means of communication that is endorsed and
probably controlled by managers. Example includes newsletters, regular memos reports
and staff meeting.Formal channel of communication influence communication
effectiveness in tow ways, ever widening distance as organization develop and grow and
second, the formal channels of communication is a mechanism that can affect the free
flow of information between organizational levels.But then, effect communication is
usually for more difficult to achieve in a large retail organization or industry with widely
dispersed branches than in departmental store and it can still inhibit the free flow of
information between organizational levels, example are as the manager avoids being
bogged down by irrelevant information the higher level manager may in his process miss
important information.
2. The organization authority structure: The organization of authority structure had a
similar influence on communication effectiveness, status and power differences in the
organizations help determine who will communicate effectively and accuracy of the
communication will also be affected by authority differences. For example, conservation
between a company president CEO and a chemical worker may well be characterized by
somewhat strained politeness and formally.
3. Job specialization: Usually facilities communications with differentiated group members
of the same work group are likely to share the same jargon time horizons goals tasks and
personal styles. Communication between highly differentiated groups however is likely to
be inhibited.
 Communication process
The communication process can be described a model with several components. These
components include a sender or information source who wishes to create a desired meaning
in the mind of another the receiver. The meaning is encoded into a message or set symbols
and it is sent along a channel to the receiver, who decodes the message and attaches meaning
to it. The receiver spends to the sender or source with feedback reply there can be noise in all
part of the system.
sender or source with feedback reply there can be noise in all part of the system.
 The communication process.

1. Sender: A sender will be a person with information needs or desires and a purpose for
communication then to one or more other people. The sender in any organization can be the
director, manager, subordinates, department / branch or the organization itself. The manager
in organization communicates with other managers / subordinates, client / customers and
others who are both within and outside the organization.
2. Messages: The encoded sent by the sender to the receiver; Stones 91983). The messages is
the physical form into which the sender encodes the information, the message may be in any
form that can be experienced and understood by one or more of the senses of the receiver.
3. Noise: Stones (1983), said that noise is any factor that disturbs, confuses, or otherwise
interferes with communication. Noise may be internal (as when a receiver is not paying
attention) or external (as when message is distorted by the sounds in the environment) noise
can occur at any stage of the communication process especially troublesome during encoding
or decoding stage.
4. Channel: A formal medium of communication between a sender and the recover
Onwuchekwa (1995), the channel is the mode or means of transmission e.g on paper,
telephone etc the situation of the receiver influences the choice of channel.
5. Receiver: The receiver is the person whose senses perceive the sender’s messages. If the
message does not reach the receiver, communication has not taken place.
Wallace and Szillagyi (1982:231) said just as the sender flitters the intended messages when
he or she manipulates symbols, the receiver filters when he or she interprets (or decodes) the
symbols that had been manipulated. To Koontz and Wellrich (1988:464) accurate
communication can occur only when both the sender and the receiver attach the sense or at
least similar meanings to the symbols that compose the message. Therefore communication is
not complete unless it is understood in the mind of both sender and other receiver.
6. Feedback: This is the reaction of the receiver on a sender message. Feedback passes back to
the sender through the communication process. It helps to determine how effective a
communication process is. Bason (1980:305) submitted that communication involves a
process in which one or more person transmits messages to one or more person efforts to
interpret this message often return information to the sender.
 Elements of communication process
Communication process as such must be considered a continuous and dynamic inter-action,
both affecting and being affected by many variables.
(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.
 Principles of communication
There are formal and informal relationship that has been established within the framework of
the organizing function provide a means of disseminating such information to organizational
members for communication to be effective, certain principles need to be systematically
followed as these;
1. Principle of efficiency of communication: communication is necessary for planning,
organizing, directing and controlling all the organizations operational activities as a
result, communication should be as effect as possible.
2. Principles of integrity in communication: The purpose of communication is to provide
a time and accurate understanding of messages in order to coordinate effectively the
firm’s activities, the greater the integrity and consistency of written, oral and nonverbal
 messages as well the moral behavior of the sender, the greater the acceptance of the
message by the receiver.
3. Principle of clarity in communication: This is the responsibility of the sender to express
messages in an understandable manner. The sender should know that modern business
does not require verbosity in communication in consideration of the composition of the
workforce, and as such be clear precise and concise when sending message as attention is
paid especially to the receiver. If this principle as adhered to, it would in the small
measure help to overcome barriers to effective communication such as badly expressed
messages and fault translation.
4. Principle of effect listening: In this aspect, communication cannot take place unless the
message received and understand.
5. Principles of information communication: The formal communication channels may be
slow as a result, the most effective communication may be specially the transmission
concept of encodes (sending) and decode (receiving) in terms of both their functional
roles and contribution the advancement of a given level of performance are the
distribution characteristics of information theory by taking advantage of the statistical
nature and to use electrical signals to transmit messages over a given channel with a
minimum error. Cybernetics is used in a very broad sense to incorporated the general
science of control over complex systems information and communication.
 Types of communication
1. Formal Communication
Formal communications are the one which flows through the official channels designed in the
organizational chart. It may take place between a superior and a subordinate, a subordinate and a
superior or among the same cadre employees or managers. These communications can be oral or
in writing and are generally recorded and filed in the office.
Formal communication may be further classified as Vertical communication and Horizontal
communication.
a. Vertical Communication
Vertical Communications as the name suggests flows vertically upwards or downwards through
formal channels. Upward communication refers to the flow of communication from a
subordinate to a superior whereas downward communication flows from a superior to a
subordinate.
Application for grant of leave, submission of a progress report, request for loans etc. are some of
the examples of upward communication. Sending notice to employees to attend a meeting,
delegating work to the subordinates, informing them about the company policies, etc. are some
examples of downward communication.
b. Horizontal Communication
Horizontal or lateral communication takes place between one division and another. For example,
a production manager may contact the finance manager to discuss the delivery of raw material or
its purchase.
Types of communication networks in formal communication:
 Single chain: In this type of network communications flows from every superior to his
subordinate through a single chain.
 Wheel: In this network, all subordinates under one superior communicate through him
only. They are not allowed to talk among themselves.
 Circular: In this type of network, the communication moves in a circle. Each person is
able to communicate with his adjoining two persons only.
 Free flow: In this network, each person can communicate with any other person freely.
There is no restriction.
 Inverted V: In this type of network, a subordinate is allowed to communicate with his
immediate superior as well as his superior’s superior also. However, in the latter case, only
ordained communication takes place.
2. Informal Communication
Any communication that takes place without following the formal channels of communication is
said to be informal communication. The Informal communication is often referred to as the
‘grapevine’ as it spreads throughout the organization and in all directions without any regard to
the levels of authority.
The informal communication spreads rapidly, often gets distorted and it is very difficult to detect
the source of such communication. It also leads to rumors which are not true. People’s behavior
is often affected by the rumors and informal discussions which sometimes may hamper the work
environment.
However, sometimes these channels may be helpful as they carry information rapidly and,
therefore, may be useful to the manager at times. Informal channels are also used by the
managers to transmit information in order to know the reactions of his/her subordinates.
Types of Grapevine network:

Single strand: In this network, each person communicates with the other in a sequence.

Gossip network: In this type of network, each person communicates with all other
persons on a non-selective basis.
 Probability network: In this network, the individual communicates randomly with other
individuals.
 Cluster Network: In this network, the individual communicates with only those people
whom he trusts. Out of these four types of networks, the Cluster network is the most
popular in organizations.
Merits and Demerits of communication
 Merits of communication
1. Successful completion of works
2. Cost minimization
3. Help to plan
4. Share ideas, suggestions and complaints
5. Democratic management
6. Implement decisions in time
 Demerits of communication
1. Poor planning
2. Poorly worded messages
3. Semantic problems
4. Status differences between sender and receiver
 5. Disadvantages of Communication
6. Perceptual differences between sender receivers
7. Environmental factors
8. Unqualified assumptions
9. Loss by transmission and poor retention
 Barriers of communication
Barriers to effect communication are factors that impede, distort or cause a breakdown in the
exchange of idea and feelings. Many of these man made barriers can be identified with the
organization. Some of the more common barriers include:
i. Language use of words with different meaning use of Jargon by the sender.
ii. Use of skill in listening
iii. Use of influence or authority to stop feedback
iv. Negative feelings, prejudices and other barriers resulting from divergence between
senders and listeners’ interests like status and position.
v. Filtering that is faulty transmission of messages along the line, addition and
subtraction form original message to suit one’s convenient.
vi. Stereo typing: This refers as when an individual has perceived idea about other people
and refused to discriminate between individual behavior and his relationship with
other people, he tends to be stereotyping.
Onwuchekwe (1996) refers to this as a halo effect. Megginson, Mosley and Pacton
(1992:405) stereotyping is the perception tendency to structure and the world into a
predicted patter.
 Effective communication
Effective communication is a process of exchanging ideas, thoughts, knowledge and
information such that the purpose or intention is fulfilled in the best possible manner. In
simple words, it is nothing but the presentation of views by the sender in a way best
understood by the receiver.
Characteristics of effective communication
 Clear Message: The message which the sender wants to convey must be simple, easy to
understand and systematically framed to retain its meaningfulness.
 Correct Message: The information communicated must not be vague or false in any
sense; it must be free from errors and grammatical mistakes.
 Complete Message: Communication is the base for decision making. If the information
is incomplete, it may lead to wrong decisions.
 Precise Message: The message sent must be short and concise to facilitate
straightforward interpretation and take the desired steps.
 Reliability: The sender must be sure from his end that whatever he is conveying is right
by his knowledge. Even the receiver must have trust on the sender and can rely on the
message sent.
 Consideration of the Recipient: The medium of communication and other physical
settings must be planned, keeping in mind the attitude, language, knowledge, education
level and position of the receiver.
 Sender’s Courtesy: The message so drafted must reflect the sender’s courtesy,
humbleness and respect towards the receiver.
  Effective communication skills
 Observance: A person must possess sharp observing skills to gain more and more
knowledge and information.
 Clarity and Brevity: The message must be drafted in simple words, and it should be
clear and precise to create the desired impact over the receiver.
 Listening and Understanding: The most crucial skill in a person is he must be a good,
alert and patient listener. He must be able to understand and interpret the message well.
 Emotional Intelligence: A person must be emotionally aware and the ability to
influence others from within.
 Self-Efficacy: Also, he/she must have faith in himself and his capabilities to achieve the
objectives of communication.
 Self-Confidence: Being one of the essential communication skills, confidence enhances
the worthiness of the message being delivered.
 Respectfulness: Delivering a message with courtesy and respecting the values, believes,
opinions and ideas of the receiver is the essence of effective communication.
 Non-Verbal Communication: To connect with the receiver in a better way, the sender
must involve the non-verbal means communication too. These include gestures, facial
expressions, eye contact, postures, etc.
 Selection of the Right Medium: Choice of the correct medium for communication is
also a skill. It is necessary to select an appropriate medium according to the situation,
priority of the message, the receiver’s point of view, etc.
 Providing Feedback: Effective communication is always a two-way process. A person
must take as well as give feedback to bring forward the other person’s perspective too.