UNIT-1:
Means Of
Communication
The Communication is
a two-way process wherein the message in the form of ideas, thoughts, feelings,
opinions is transmitted between two or more persons with the intent of creating
a shared understanding. The best definition
of communication is – “communication is the
process of passing information and understanding from one person to another.”
In simple words it is a process of transmitting and sharing ideas, opinions,
facts, values etc. from one person to another or one organization to another.
Simply, an act of
conveying intended information and understanding from one person to another is
called as communication. The term communication is derived from the Latin
word “Communis” which means to share. Effective communication
is when the message conveyed by the sender is understood by the receiver in
exactly the same way as it was intended.
Process of
communication
The communication is a
dynamic process that begins with the conceptualizing of ideas by the sender who
then transmits the message through a channel to the receiver, who in turn gives
the feedback in the form of some message or signal within the given time frame.
Thus, there are Seven major elements of communication process:
1. Sender: The sender or the communicator is the person
who initiates the conversation and has conceptualized the idea that he intends
to convey it to others.
2. Encoding: The sender begins with the encoding process wherein he
uses certain words or non-verbal methods such as symbols, signs, body gestures,
etc. to translate the information into a message. The sender’s knowledge,
skills, perception, background, competencies, etc. has a great impact on the
success of the message.
3. Message: Once the encoding is finished, the sender gets
the message that he intends to convey. The message can be written, oral,
symbolic or non-verbal such as body gestures, silence etc. or any other signal
that triggers the response of a receiver.
4. Communication Channel: The Sender chooses the medium through which he
wants to convey his message to the recipient. It must be selected carefully in
order to make the message effective and correctly interpreted by the recipient.
The choice of medium depends on the interpersonal relationships between the
sender and the receiver and also on the urgency of the message being sent.
Oral, virtual, written, sound, gesture, etc. are some of the commonly used
communication mediums.
5. Receiver: The receiver is the person for whom the message is
intended or targeted. He tries to comprehend it in the best possible manner
such that the communication objective is attained. The degree to which the
receiver decodes the message depends on his knowledge of the subject matter,
experience, trust and relationship with the sender.
6. Decoding: Here, the receiver interprets the sender’s message and
tries to understand it in the best possible manner. An effective communication
occurs only if the receiver understands the message in exactly the same way as
it was intended by the sender.
7. Feedback: The Feedback is the final step of the process
that ensures the receiver has received the message and interpreted it correctly
as it was intended by the sender. It increases the effectiveness of the
communication as it permits the sender to know the efficacy of his message. The
response of the receiver can be verbal or non-verbal.
functions of business
communication
Inform Employees About
Job Functions
REPORT THIS AD
One of the key
functions of communication is to inform employees about job functions. When
team members have a clear idea of what their role entails, and how it relates
to the overall objectives of the business, they have more incentive to complete
their tasks. When roles are not clearly defined, employees may be more likely
to miss their targets because they don’t know what is expected of them.
Examples of
communication that is informative include job descriptions, company-wide
targets and performance reviews. An everyday conversation between a manager and
a team member about upcoming tasks is also an example of informative
communication.
Persuade Clients and
Partners
In business,
communication is often used to persuade prospects, clients and partners to
complete a transaction. Whether that’s booking a consultation, completing a
sale or signing a contract, persuasion is an important aspect of communication
that businesses need to master.
Motivate Employees to
Make Better Decisions
Communication is often
used strategically in organizations to help employees make better decisions
about their day-to-day tasks and their long-term goals as they relate to the
business. For example, communication regarding performance incentives can
motivate employees to work more efficiently to hit their targets on time.
Motivational
communication can also take the form of an employee handbook that specifies
what kind of behavior is encouraged in the workplace and what kind of actions
should be avoided. While communication can be used to control employees within
the workplace, it’s a good idea to enable employees to make their own decisions
that not only benefit them, but also benefit the company.
Objectives of Business
Communication
1. To exchange information: The main objective of business communication
is to exchange information with 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.
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
an 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, an 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.
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.
Importance of business
communication
The flow of
information in a firm determines the profit at the end of the financial year.
Hence, companies, whether small or big, must have the right channels of
communication. Here are some reasons why business communication is vital for a
business to survive in the local or international market.
§ Management efficiency: For a business to be successful, there
has to management of operations. Therefore, when there are appropriate
communication channels information flows correctly. This is from the top,
middle and lower management; it increases efficiency and production of goods
and services. An example is a warehouse, whereby order comes in at different
times. If an order has been placed, and the buyer changes his mind the firm has
to notify the employees. The information about this should be sent immediately
to the processing team to stop production. This saves time and maximizes on
resources.
§ Resource utilization: maximization of profits and minimization
of cost is the main aim of a business. Therefore when the available resources
are utilized accordingly then, the firm is bound to make profits. However, this
can only be achieved if the information is given to the right personnel at the
right time. Through communicating the management can know the number of staff needed
to work on a product.The top management ensures the employees are not
over-staffed or under-staffed. For example, if information about employees
being overstaffed at a particular section is relayed to the senior management
on time, changes shall be made immediately. This guarantees maximum utilization
of the human resource, reducing time wastage.
§ Giving information: It’s the main aim of any communication
that happens between the top, middle, and lower management. Once the message is
channeled to the relevant authorities in the firm it is then distributed to the
staff.This ensures that every personnel is on the same page regarding the
mission and goals of the company. This, in turn, unites them and makes them
function as one and later improves the quality of goods and services.
§ Persuasion: For the company to improve its sales advertisements are
needed to promote the product. The language used by the firm to lure a buyer
must be polite and enticing. Hence communication is required to educate the
consumer about the product and its benefits. In return, the consumer can relate
to the product and buy it, which increase sales and profits.
§ Warning and appreciation: Human beings like to be appreciated for
the work done. Hence, employers need to appreciate their employees since this
motivates them. Nonetheless, if an employee is an indiscipline, a warning
should be issued. This can be done through a written document or orally.
Essentials of good
communication
(1) Clarity of
Information:
Commenting on the
‘communication realism’ Terry says that first essential of effective
communication is to ‘inform yourself fully’. It implies that first of all the
communicator must be clear in his mind with the information he wants to
communicate. Communication should always be in common and easily understandable
language so that it may not be misunderstood by the persons receiving it.
(2) Adequacy of
Message:
The message to be
communicated should be adequate and complete in all respects since incomplete
information turns out to be dangerous from the viewpoint of business. The
adequacy of information being transmitted depends upon the intellectual
capabilities of parties concerned.
(3) Consistency of
Message:
The message to be
communicated should not be mutually conflicting rather it should be in line
with the overall objectives, policies, programmes and procedures of the
organisation. Self-contradictory messages always create chaos and confusion in
the organisation which is highly detrimental to the efficient running of the
enterprise. If the message is amended from the previous one, the fact should be
clearly stated so that the chances of confusion can be reduced.
(4) Feedback:
Feedback is an
important method of ensuring effective communication. It refers to the
confirmation of the idea communicated whether the message has been understood
by the receiver in the same sense in which the sender makes or whether the
recipient is agreed or disagreed to the proposal of the communicator, makes it
essential on the part of the sender to confirm it from the receiver.
In case of face to
face communication, it is easier to get feedback information observing the
emotions and expressions on the face of the receiver. But, for written
communication, the management should devise or evolve suitable means and ways
for making communication more effective.
(5) Understanding the
Receiver:
Understanding is the
main aim of communication. The communication must create proper understanding
in the mind of the receiver. Killian advised, “communicate with an awareness of
the total physical and human setting in which the information will be received.
Picture the place of
work; determine the receptivity and understanding levels of the receivers; be
aware of social climate and customs, question the information’s timeliness. Ask
what, when and in which manner you would like to be communicated with if you
were in a similar environment and position.”
(6) Consultation:
It is generally
desirable to consult others in planning communication. This will provide
additional insight and objectivity to the message. An important advantage of
consultation will be that those who have been taken into confidence while
planning communication will lend active support.
(7) Determine Medium:
After having decided
the subject matter it should be determined as to how best this message is to be
communicated. All aspects of oral or written communication must be carefully
examined.
(8) Tone and Content:
The communicator must
be careful about the language he uses while speaking or writing. His tone,
expression and emotion will have a definite impact on the effectiveness or
otherwise of what he is trying to communicate.
(9) Timing and
Timeliness:
Proper attention
should be given to the timing and timeliness of the communication. The same
message will be received or responded differently by different individuals and
groups at one time and differently by the same individuals and groups at
different times.
Even in an emergency
one dare not overlook the situational, psychological and technical aspect of
timing. Moreover, it is also necessary that information should be given in time
as out-of-date information is as bad as or worse than none at all.
(10) Support with
Action:
It is highly necessary
that the actions of the communicator should support his communication. This is
because action speaks louder than words. The most persuasive communication, it
should be noted, is not what one says but what one does.
(11) Listening:
A very important
aspect of effective communication is that executives and supervisors should be
good listeners. It is dangerous to be inattentive or indifferent when others
are attempting to communicate. The ten commandments of American Management
Association state: “Listening is one of the most important, most difficult and
most neglected Skills M communications.
It demands that we
concentrate not only on the explicit meanings another person is expressing, but
on the implicit meanings, unspoken words, and undertones that may be far more
significant. Thus, we must learn to listen with the inner ear if we are to know
the inner man. ”
(12) Environment of
Trust and Confidence:
F.E. Fischer has
pointed out that ‘communication grows best in a climate of trust and
confidence’. Every effort should, therefore, be made to win confidence by
reporting facts honestly. Employees need to be convinced and feel that the
company is truthful and sincere in its contacts.
Types of communication
1. Verbal
Verbal communication
is the use of language to transfer information through speaking or sign
language. It is one of the most common types, often used during presentations,
video conferences and phone calls, meetings and one-on-one conversations.
Verbal communication is important because it is efficient. It can be helpful to
support verbal communication with both nonverbal and written communication
2. Nonverbal
Nonverbal
communication is the use of body language, gestures and facial expressions
to convey information to others. It can be used both intentionally and
unintentionally. For example, you might smile unintentionally when you hear a
pleasing or enjoyable idea or piece of information. Nonverbal communication is
helpful when trying to understand others’ thoughts and feelings.
If they are displaying
“closed” body language such as crossed arms or legs, or hunched shoulders, they
might be feeling anxious, angry or nervous. If they are displaying “open” body
language with both feet on the floor and arms by their side or on the table,
they are likely feeling positive and open to information.
3. Written
Written communication
is the act of writing, typing or printing symbols like letters and numbers to
convey information. It is helpful because it provides a record of information
for reference. Writing is commonly used to share information through books,
pamphlets, blogs, letters, memos and more. Emails and chats are a common form
of written communication in the workplace.
4. Visual
Visual communication
is the act of using photographs, art, drawings, sketches, charts and graphs to
convey information. Visuals are often used as an aid during presentations to
provide helpful context alongside written and/or verbal communication. Because
people have different learning styles, visual communication might be more
helpful for some to consume ideas and information.
5. Formal
communication
Formal Communication
refers to the communication taking place through official channels in an organisation.
Such type of communication takes place between managers or employees of same
cadre or between superior and subordinate and vice versa. It may be oral or
written but complete record of such communication is maintained in an organization
6. Informal
communication
Informal communication
takes place in an organisation without following the formal lines of
communication. Such type of communication usually takes place among the workers
to exchange their views and to satisfy their social needs. For example, workers
talking about the behaviour of their superiors, discussing about some rumors
etc. are some of the examples of informal communication.
Barriers of
communication
There are many reasons
why interpersonal communications may fail. In many communications, the message
may not be received exactly the way the sender intended and hence it is
important that the communicator seeks feedback to check that their message is
clearly understood. The skills of Active Listening, Clarification and
Reflection, which we will discuss shortly, may help but the skilled
communicator also needs to be aware of the barriers to effective communication.
There exist many barriers to communication and these may occur at any stage in
the communication process. Barriers may lead to your message becoming distorted
and you therefore risk wasting both time and/or money by causing confusion and
misunderstanding.
Some common barriers
to effective communication include:
§ The use of jargon. Over-complicated or
unfamiliar terms.
§ Emotional barriers and taboos.
§ Lack of attention, interest, distractions, or
irrelevance to the receiver.
§ Differences in perception and viewpoint.
§ Physical disabilities such as hearing problems
or speech difficulties.
§ Physical barriers to non-verbal communication.
§ Language differences and the difficulty in
understanding unfamiliar accents.
§ Expectations and prejudices which may lead to
false assumptions or stereotyping. People often hear what they expect to hear
rather than what is actually said and jump to incorrect conclusions.
§ Cultural differences. The norms of social
interaction vary greatly in different cultures, as do the way in which emotions
are expressed. For example, the concept of personal space varies between
cultures and between different social settings.
Barriers to
Communication by Category
§ Language Barriers Clearly, language and linguistic ability
may act as a barrier to communication. However, even when communicating in the
same language, the terminology used in a message may act as a barrier if it is
not fully understood by the receiver(s). For example, a message that includes a
lot of specialist jargon and abbreviations will not be understood by a receiver
who is not familiar with the terminology used. As nurses, we are especially
prone to making this mistake. We must remember to use language that can be understood
by the receiver.
§ Psychological Barriers The psychological state of the receiver
will influence how the message is received. For example, if someone has
personal worries and is stressed, they may be preoccupied by personal concerns
and not as receptive to the message as if they were not stressed. Stress
management is an important personal skill that affects our interpersonal
relationships. Anger is another example of a psychological barrier to
communication. When we are angry it is easy to say things that we may later
regret and also to misinterpret what others are saying. More generally, people
with low self-esteem may be less assertive and therefore may not feel
comfortable communicating – they may feel shy about saying how they really
feel, or read negative sub-texts into messages they hear.
§ Physiological Barriers Physiological barriers may result from
the receiver’s physical state. For example, a receiver with reduced hearing may
not grasp the entirety of a spoken conversation, especially if there is
significant background noise.
§ Physical Barriers An example of a physical barrier to
communication is geographic distance between the sender and receiver(s).
Communication is generally easier over shorter distances as more communication
channels are available and less technology is required. Although modern
technology often serves to reduce the impact of physical barriers, the
advantages and disadvantages of each communication channel should be understood
so that an appropriate channel can be used to overcome the physical barriers.
§ Attitudinal Barriers Attitudinal barriers are behaviors or
perceptions that prevent people from communicating effectively. Attitudinal
barriers to communication may result from personality conflicts, poor
management, and resistance to change, or a lack of motivation. Effective
receivers of messages should attempt to overcome their own attitudinal barriers
to facilitate effective communication.
7 c’s of Communication
1. Clear: The message should be clear and easily understandable to
the recipient. The purpose of the communication should be clear to sender then
only the receiver will be sure about it. The message should emphasize on a
single goal at a time and shall not cover several ideas in a single sentence.
2. Correct: The message should be correct, i.e. a correct language
should be used, and the sender must ensure that there is no grammatical and
spelling mistakes. Also, the message should be exact and well-timed. The
correct messages have a greater impact on the receiver and at the same time,
the morale of the sender increases with the accurate message.
3. Complete: The message should be complete, i.e. it must include all
the relevant information as required by the intended audience. The complete
information gives answers to all the questions of the receivers and helps in
better decision-making by the recipient.
4. Concrete: The communication should be concrete, which
means the message should be clear and particularly such that no room for
misinterpretation is left. All the facts and figures should be clearly
mentioned in a message so as to substantiate to whatever the sender is saying.
5. Concise: The message should be precise and to the point. The sender
should avoid the lengthy sentences and try to convey the subject matter in the
least possible words. The short and brief message is more comprehensive and
helps in retaining the receiver’s attention.
6. Consideration: The sender must take into consideration the
receiver’s opinions, knowledge, mindset, background, etc. in order to have an
effective communication. In order to communicate, the sender must relate to the
target recipient and be involved.
7. Courteous: It implies that the sender must take into consideration
both the feelings and viewpoints of the receiver such that the message is
positive and focused at the audience. The message should not be biased and must
include the terms that show respect for the recipient.
Convention of Communication :-
This form of behavior or social gatherings used to
communicate with people gives a good picture of the person. The first rule is
to listen before speaking. To communicate clearly, one should not interrupt
while the other is talking. One should not end another's speech abruptly.
Characteristics:-
1. Be Respectful: - Appreciate others’ thinking. Encourage others to participate in the
conversation. Take the conversation seriously.
Disagree politely.
2. Be Prepared :- Focus on the topic, activate
background knowledge, and make connections. Prepare for conversations about
shared reading by generating questions, making notes, and marking
passages. Participate and contribute to
the conversation.
3. Be An Active Listener :- Look at the person
speaking. Ask questions based upon what
others have said. Build upon and add to
what others have to say.
4. Be Clear :- Speak clearly so that others
understand. Speak in complete
sentences. Express thoughts precisely
and with details. Support thinking with
evidence.
5. Inquire and Probe :- Ask multiple, open-ended
questions. Investigate, examine,
scrutinize, and analyze others’ thoughts and ideas.
6. Show Comprehension
:- Exercise cognitive
processes, meta-cognition, and comprehension through the elements of literature
in order to demonstrate understanding.
7. Check Understanding:- Examine thinking. Listen to the inner conversation. Reflect upon and communicate how thoughts
have changed. Share with others when
understanding breaks down.
8. Control Self :- Take
turns and give others the opportunity to speak.
Monitor contributions to the conversation in terms of how often and how
much. Listen without interrupting. Use wait time. Pay attention to volume and tone.
Conversational Problems of
Second/Foreign Language Users :-
Learning a foreign language is one of the hardest things a brain can
do. What makes a foreign language so difficult is the effort we have to make to
transfer between linguistically complex structures. It's also challenging to
learn how to think in another language. Above all, it takes time, hard work,
and dedication.
Learning
from the beginning
Some of us find the beginning of learning a new language
very challenging. Almost every language learning journey starts with the
alphabet, which can be difficult for some people.
Hesitation in
speaking
Talking to locals
leads us to another difficulty that we find in learning a foreign language.
Many learners hesitate to talk to people, especially native speakers so that
they don’t end up feeling ashamed if they make any mistakes.
Poor vocabulary :-
Speaking with
native speakers leads us to another difficulty in learning a foreign language,
which is poor vocabulary. So many new words and phrases can be hard to
memorize, let alone, to use while speaking. This is precisely the reason we
recommend you to speak more to native speakers because this way, you will
practice your vocabulary, use some words and phrases more often, learn
synonyms. We also recommend reading newspapers, blogs, watching movies and TV
shows, listening to the radio in a foreign language you are learning
Problems
with Grammar
Grammar is not crucial in learning a foreign language, but
it doesn’t mean that it is not important. During the learning process, it is
useful to have one or more grammar books. If you don't understand some grammar
rules, feel free to ask for help as many times as you understand it completely.
The grammar of every language surely has its challenging parts, so if you don't
understand it right from the start, it's not the end of the world. Just be
patient and practice a lot.
Thinking
in another language
A lot of people think in their mother tongue when they
start learning a new language. They tend to translate words in their head right
away, which, of course, takes time. However, by doing this, they get more and
more confused. Every language speaks for itself, no matter how similar you
think your mother tongue is with the language you’re learning. We suggest you
try not to translate directly. Think in the language you are learning, no
matter how many words or phrases you know.
Attitude
Believe it or not,
one of the main obstacles in learning a foreign language is your attitude. If
you believe that the language is hard and that, even if you work very hard, you
might not succeed, then your brain will not try enough. Think positive, have a
positive attitude. Don’t get us wrong, nobody’s saying that it’s going to be
easy, but try to always keep in mind that if you are persistent enough, there
will be nothing you can’t do.
1. Lack of practice; How do you practice speaking a language
without any friends who can speak it? Speak with yourself. Are you crazy? How
can I speak with myself? Most people neglect this exercise when learning a
language and as a result, they can read, write sometimes even listening but not
speak.
2. Fear of making mistakes: This usually paralyses language learners
trying to speak with native speakers. They want so much to speak perfectly that
they don’t even try speaking and as a result? They cannot speak.
3. Wrong pronunciation: When pronunciation is not good, a native
speaker cannot recognise the words being said and therefore cannot understand.
Most people have a hard time nailing pronunciations especially in languages
like French where the pronunciation doesn’t seem to originate from one’s mouth.
4. Translation: Trying to translate in one’s mind during a
conversation causes the moment to fly away. And most learners do this. This
also makes speaking hard because unlike reading and writing, there is no time
to translate what is being said.
Conversation :-
Conversation is a talk between two people. It can be formal
as well as informal. It is a talk in which both have equal rights to express
their thoughts and suggestions and arguments. It happens between friends,
families, relatives, officials etc. Speech is a talk between an individual and
a crowd, mostly in a formal way. During speech one person is allowed to talk
and others are not involved. The person who delivers speech talks about a
particular topic were as others listen to it.
Difference Between Conversation and Other Speech Events :-
- When
two or more people talk in turn to each other then it is called
conversation whereas a speech is one where a single person talks to a
group of people who usually do not speak until the end of the speech.
- In
speech , there is a clear distinction between the speaker and the audience
i.e speaker usually stands in the front addressing the audience
- In
speech formal language is used in conversation we often use slang etc.
0 Comments