Introduction

The term communication has been derived from the latin word ‘Communis’
which means commoners. Communication is the process of passing information and
ideas from one person to another. It is the exchange of written or verbal information. The
presence of minimum of two minds is essential for communication. In fact,
communication means to convey a message by one person to another so that another
person may understand, follow and implement the message. If one person is unable to
follow messages of another it cannot be called communication. Communication
processes are sign-mediated interactions between at least two agents which share a
repertoire of signs and semiotic rules. Although there is such a thing as one-way
communication, communication can be perceived better as a two-way process in which
there is an exchange and progression of thoughts, feelings or ideas (energy) towards a
mutually accepted goal or direction (information).

Communication is thus a process by which we assign and convey meaning in an

attempt to create shared understanding. This process requires a vast repertoire of skills in
intrapersonal and interpersonal processing, listening, observing, speaking, questioning,
analyzing, and evaluating. It is through communication that collaboration and
cooperation occur.

For example, if the chairman of an enterprise delivers his speech in English in the
annual general meeting of the enterprise and there is no person who can understand
English, it cannot be called. Therefore, it is necessary for communication that the
receivers of the message must understand the message with the same meaning as the
sender of the message wants to communicate. The process of communication has become
very wide and easy with the latest scientific developments these days we find postage and
telegraph, television, television, radio, wireless and satellites as the mechanics of
communication. In this regard, the statement of Charles E. Redfield is to remember. He

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said,”communication is the broad field of human interchange of facts and opinions and
to the technologies of telephone, telephone, the telegraph, radio and the like.”

Definition

 Communication is commonly defined as "the imparting or interchange of

thoughts, opinions, or information by speech, writing, or signs".

 “Communication is the exchange of facts, ideas, opinions or emotions by two or

more persons.”

 “Communication has been defined as transfer of information from one person to

another, whether or not it elicits confidence of becomes exchange of interactions
but the information transferred must be understandable to the receiver,”

-G.C. Brown

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Essential Elements of Communication

After a deep and analytical study of above definitions, it can be concluded that there are
five essential elements of communication. These are as follows:

a) Communication: There must be a message. The message may be in the form of

writing or verbal. It may be in the form of message, order or request.
b) Sender: There must be a sender of message.
c) Receiver: There must be a receiver of message. Generally the receiver is a
subordinate. However, the receiver of message may be the senior officer also.
d) Feedback: Feedback of message is necessary for the communication.
Communication is a circular process. Every communication leads to some
reactions or feedback, within in turn generates future communication.

Objectives of Communication

Communication has the following objectives in an enterprise:

 To transfer the orders and directions: Main objective of communication in an

enterprise is to transfer the orders and directions of the officers of the enterprise to
the workers who have to implement these orders and directions.
 To establish co-ordination: Establish of co-ordination is an important objective
of communication. It establishes co-ordination between various activities of a
department and between various departments of an enterprise.
 Development of Employees: Communications helps in the development of
employees because it communicates necessary information and directions to the

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 employees from time but which they come to know the best method of doing their
job. It also helps in solving their day-to-day problems.
 Increase in morale: Effective communication increase the morale of employees
because they feel that they have an existence in the enterprise. The management
of the enterprise also considers their interests by establishing communicate with
them.
 To implement the ideas: Communication is the media of implementing the ideas
of executives. The plans, rules, policies, strategies etc. are decided by the top
management of the enterprise while the actual implementation of these plans and
policies is done by the workers and it is only the communication which help in
providing a link between management and workers.

THE SEVEN C’S OF COMMUNICATION

1. Credibility

Communication starts with a climate of belief. This climate is built by performance

of the practitioner. The performance reflects an earnest desire to serve the receiver. The
receiver must have confidence in the sender. He must have a high regard for the source’s
competence on the subject.

2. Context

A communication program must square with the realities of its environment.

Mechanical media are only supplementary to the word and need that takes place
in daily living. The context must provide for participation and playback. The
context must confirm not contradict the message.

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3. Content

The message must have meaning for the receiver and it must be compatible with
his value system. It must have relevance for him. In general, people select those
items of information which promise them greatest regards. The content
determines the audience.

4. Clarity

The message must be put in simple terms. Words must mean the same thing to
the receiver as they do the sender. Complex issues must be compressed into
themes, slogan or stereotypes that simplicity and clarity.

5. Continuity and Consistency

Communication is an unending process. It requires repetition to achieve

penetration. Repetition with variation contributes to both factual and attitude
learning. The story must be consistent.

6. Channels

Established channels of communication should be used channels that the receiver

uses and respects. Creating new ones is difficult. Different channels have
different effects and serve effectively in different stages of the diffusion process.

7. Capability

Communication must take into account the capability of the audience.

Communication are most effective when they require the least effort on the
recipient. This includes factors of availability, habit, reading ability and
receiver’s knowledge.

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Effective Communication

As speakers, we sometimes focus exclusively on the information that we

want to relay. But your listener or reader may understand your message, understand
only a portion of your message, or miss your point entirely—even though you
transmitted the information accurately by your standard. It is not enough merely to
deliver a message. The message must be received for communication to be successful.

Communication modeling

Communication major dimensions scheme

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 Communication code scheme

The steps involved in the send-receive model of communication are shown below.

• The sender sends a message.

• The receiver gets the message and personalizes it.
• The receiver, in turn, sends feedback and thus becomes a sender.
• The original sender now becomes a receiver and reacts to the feedback.
• Generally, a new communication sequence is then initiated.

In the send-receive model, receiving or listening is as critical as sending the message

because, without listening, it is impossible to personalize and respond to the message.

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Listening Behaviors

When you focus only on yourself, you often forget to listen, and as a result, the chances
for successful communication are poor. Listening is the basis of effective communication and
entails much more than just hearing sound.

Think about the last time you noticed someone obviously not paying attention when you
were trying to communicate. What specific behaviors did the person exhibit that led you to believe
that he or she was not attending to you? What impact did the person's behavior have on you?

Perhaps you felt alarm that your important message was not getting through properly, or
frustrated that your audience was not "getting it." You may have been offended by your listener's
inattention or felt an urge to repeat your message.

You can learn more about listening behavior by examining the type of listener you tend to
be. Use the following activity to learn more about your listening style.

Activity: Listening Self-Assessment

Read each item and then check the box indicating how frequently you actually use this skill when
talking with others. Remember, this is a self-assessment, so be honest!

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Hearing vs. Listening

Hearing is the special sense by which noises and tones are received as stimuli. Hearing is a
sensory experience that gathers sound waves indiscriminately. We can hear something without
choosing to listen.

Listening is a voluntary activity. Listening includes more than just sound being received by the ear
and transmitted to the brain. Listening includes interpreting or processing that sound. Active
listening involves listening with empathy.

Active Listening

When you listen empathically, you don't just hear words. You hear thoughts, beliefs and feelings.
Empathic listening is highly active and requires hard work. Following the steps below will help
you to improve your listening skills.

• The first step is to decide to listen and concentrate on the speaker.

• Then, use your imagination and enter the speaker's situation. Concentrate and
try to imagine his or her frame of reference and point of view.
• Observe the speaker's vocal inflection, enthusiasm or lack of it, and style of
delivery. These are essential components of the message. If you are speaking
face-to-face, pay attention to the speaker's facial expressions and other
nonverbal cues for more insight into the message.
• Listen without interruption. Note key phrases or use word associations to
remember the speaker's content.
• Use paraphrasing or clarifying questions to confirm that you received the
intended message. Check your perceptions of how the speaker is feeling to put
the text of the message in emotional context.
• Finally, provide feedback to the speaker.

Practice Active Listening

Like other skills, listening skills improve with practice. Ask a trusted friend to Tips rate you
honestly on the listening self-assessment that you conducted earlier in this unit. Then, the next

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time someone comes to you with a problem, work on the listening skills that need improvement.
Practice empathic listening by attending, paraphrasing, and asking questions.

Roadblocks to Effective Listening

Roadblocks to effective listening can be external or internal. External roadblocks can include
distracters such as: noise, an uncomfortable temperature or seating, or an inappropriate location.
Try to be aware of external roadblocks and offset them if possible.

Internal roadblocks include a variety of conditions or reactions within the speaker or audience, such
as:

• Emotional interference.
• Defensiveness.
• Hearing only facts and not feelings.
• Not seeking clarification.
• Hearing what is expected instead of what is said.
• Stereotyping.
• The halo effect (i.e., the tendency for something to be influenced by a loosely
associated factor.).
• Automatic dismissal (e.g., "We've never done it that way before.")
• Resistance to change.

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TIPS FOR EFFECTIVE LISTENING

The following are additional techniques to help ensure active listening:

 Make eye contact. Eye contact increases the chances of "getting" the message
and demonstrates interest and attention. When listening to someone on the phone, try
not to look at things that will take attention away from the speaker.

 Adjust your body posture. Posture—facing the speaker and slightly leaning in
— suggests that you are paying attention and helps you to stay tuned in. When on the
phone, position yourself so that you're comfortable but not so relaxed that you lose the
ability to attend to the speaker.

 Give verbal or nonverbal acknowledgment. Acknowledging the speaker helps

involve you in the communication process and shows you are paying attention.

 Clear your mind. Clear your mind of your own thoughts to avoid wandering
mentally.

 Avoid distracting behaviors. Distracting behaviors—playing with a pencil,

drumming your fingers, grimacing, jingling change in your pocket, or others—may
take away from your ability to listen and distract the speaker.

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Essentials of Effective Communication

Generally executives and employees both take communication as a formal

affairs and pass on information without taking any interest in the communication. The
result of such treatment is that, those who are really concerned with the message do get
it and those who have no concern receive it. Sometimes the communication is the
received after the date of taking action on it expires. In this way, the communication,
which is useless, ambiguous and defective creates misunderstanding and results in the
wastage of the employees precious time. In order to make communication useful,
effective and purposive, efforts in the following directions be made:

 The message must be useful and purposive: The communication should be in

the interest of employees and aim at achieving departmental and business objectives,
otherwise there will be the wastage of time and energies.

 Brief but complete: ‘Brevity is the soul of wit’ is the accepted fact, so the
communication should also be brief but complete. Efforts should be made to
communicate briefly full facts regarding message.

 Simplicity and clarity: Message should be simple to be easily understood and

very clear, so that no misunderstanding may arise.

 Effective language and useful subject matter: The contents of the message
should be useful from the employees and organizations point of view. The language

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used should be pleasing and courteous in the case of both verbal and written
communication.

 Follow up of communication: It should be ascertained that the communicate

has received the message well in time. If he has not received, arrangement be made to
send him a copy of it. If he has received, his reaction should be obtained. The
communicator should satisfy himself that the object of the sscommunication has been
achieved.

 Communication should be preferably informal: Informal communication

establishes cordial relationship between executives and employees. Communication in
such a case is passed on in a spirit of mutual trust, confidence and goodwill.

 Communicator should be in touch with the action on the messages sent by

him, so that he may issue necessary modification, if required.

 Messages should be according to needs and real situations of the business:

Communication should be in accordance with the requirements of the present business
situation. They should be realize in approach, rather than being idealistic.

Importance of Effective Communication in Business Management

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 The success of an enterprise depends to a large extent on the effective.
communication system available in the enterprise. If the communication system of an
enterprise is not effective, such enterprise will not be able in achieving its pre-
determined objectives because the employees of such organisation will not know what
they have to do and what are their responsibilities and powers. They can not know
what are the policies of the enterprise in which they are working. Lack of effective
communication is a reason responsible for most of the disputes taking place between
management and workers. It is because the management does not understand its
worker and the workers do not understand their management. Therefore, effective
communication is a necessity of every enterprise. The importance of effective
communication in a business enterprise can be explained under the following heads.

1. Organised procedure of Business: Communication was not so important at

the early stage of development of business and industries. Because at that time, a
business enterprise was established by an individual and he used to direct all the
activities of the enterprise. But now the time has changed. The scale of production has
become very large and many problems have developed in modem business enterprise.
Now an individual can not manage all the affairs of an enterprise. Therefore, it
becomes necessary that there must be effective communication system in the business
enterprise, so that effective co-ordination may be established between all the activities
of a department and between all the departments of the enterprise. If it is so, the
enterprise can achieve its pre-determined objectives easily.

2. Maximum Production at Minimum Cost: Ultimate success of an enterprise

depends upon its ability in getting the maximum production of best quality at minimum

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cost, this can be done only when the workers are fully aware of the techniques,
methods, and process of production, they have will to work and co- operate with the
management of the enterprise. This is possible only when the relations between
management and employees of the enterprise.

3. Increase in Managerial Efficiency: Effective communication helps in the

increase of managerial efficiency of the enterprise. Managerial efficiency lies in
motivating the employees to contribute their whole-hearted efforts in achieving the pre-
determined objectives of the enterprise. This can be achieved only if there is an
effective system of communication in the enterprise otherwise the managers will not be
able to communicate their orders and directions to the employees and the employees
will not be able to implement these orders and directions.

4. Increase in Mutual Co-Operation: Effective communication helps in

increasing the mutual co-operation between management and employees. It removes
the misunderstanding between these two important parts of the enterprise. They
understand each other and they co-operate each other. Two-way communication helps
in establishing harmonious relations between management and employees of the
enterprise.

5. Quick Decisions and Implementations: The right to take decisions is not

confined to anyone person in the business enterprise these days. Many persons at
different levels of management are empowered to take necessary decisions.
Effective communication system helps in taking quick decisions because it brings

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 the managers and employees of the enterprise closer and helps in communicating
the decisions to those who have to implement them. Thus, communication helps
in quick implementation also.

6. Co-Ordination: Every enterprise is divided into different departments. If these

departments are not co- ordinated, the enterprise cannot achieve its objectives.
Therefore, it is necessary that there must be complete and perfect co-ordination
between all the departments of the enterprise and such co-ordination is not
possible, without effective communication. Effective communication regulates
and directs the activities of different departments and motivates these activities to
accomplish the general objectives of the enterprise.

7. Increase in the Morale of Enterprise: Effective communication helps in

communication of orders and directions of the management to the employees on
one hand and in communicating feelings, opinions, problems and suggestions of
the employees to the management on the other. It also helps in earliest solution of
their problems. Because of this, the employees realise their importance in the
enterprise. It increases their satisfaction and morale. They contribute their whole
hearted efforts in achieving the objectives of the enterprise.

8. Effective Leadership: Effective communication is the primary requisite of f an

effective leadership. A leader can not communicate his ideals, suggestions, and ~
policies to his subordinates in the absence of effective communication. It is the"

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 communication which helps in communicating the opinions and suggestions of a
"' leader to his followers.

BARRIERS OF COMMUNICATION

The word barriers means hindrances or hurdles or difficulties or problems. Barriers.

with reference to communication implies hurdles or problems on the way which
adversely affect the transmission of information from the sender to the receiver. The way
is not smooth and clear. There are many problems on the way leading to
misunderstanding or non-reaching the message to the receiver. Sometimes barriers tend
to distort the message and create frictions among the organizational mem bers and also
adversely affect morale of the employees as well as are injurious to team-work. Some
other reasons may be responsible for complete breakdown in communica1ion. A large
number of organisational problems are the causes for faulty communication. It is
necessary to understand communication barriers so that workable steps can be taken to
remove them for effective communication. As Daniel Katz has said that physical barriers
to communication are rapidly disappearing. There are several categories of barriers
causing breakdown in the communication. The main barriers are organisational,
managerial, psychological and language. The barriers are discussed below:

1. Organizational Barriers

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 These barriers arise when duties and lines of authority are not clearly defined. They
arise on account of distance communication, more layers of communication, lack of
instructions, heavy communication load etc. The various types of organisational barriers
are as follows:

a) Policy: Broad objectives and policies of the organisation are laid down by the top
management. They are broad guidelines for everyone in the organization to
follow. They change behaviour of the receiver. Policy is generally in writing. If
the policy is not supporting the flow of communication, vertically and
horizontally, it acts as hurdle in the smooth flow of communication.

b) Rules and Regulations: Formal communication should follow the path to flow
the communication. Organizational rules and regulations sometimes work as
obstacles for transmitting message. They prescribe rigidly in the message to be
communicated as well as "the channel to be followed and through which alone the
communication must move. The rules are so rigid and formal that they restrict the
free flow of communication and result in delay in decision-making process and
action.

c) Status and Position: In a tall network and flat network there are many officially
designated positions in the organization structure. It, by its nature, creates a
number of status levels. In two way communication status and position block the
flow of communication particularly in upward flow. The reasons are non-listening
attitude of the superior, non- answering and interpreting as well as withholding
information etc. The superior-subordinate relationship and interaction is not

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 smooth always. Thus status and position relationship also act as a powerful
barrier.

d) Complex organization: Complexity in organization structure is also equally a

serious problem in the smooth flow of communication. Complexity in organization
structure is a common feature in most of the big enterprises. The organizational
structure has an important influence on the capacity of the embers to communicate.
Complexity involves many layers of supervision, long distance, more lines,
communication gap organizational distance between the workers and the top
management. This is also a barrier for effective communication.

e) Facilities: The management in every organisation must provide minimum

facilities to handle message load and to communicate effectively. Facilities like typing
pool, media, mechanical instruments, communication carriers, cost, etc. Organisational
facilities are 'indispensable for smooth, proper and a timely flow of communication. The
purpose of the communication is defeated if minimum facilities for transmitting
message are not provided.

2. Semantic Barriers

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 Problems of language are called semantic barriers. Semantic barriers arise on
account of linguistic background and ability of the communicator. Linguistic barriers are
present both in oral and written communication. Different individuals may have different
educational and literacy back- ground. It is always a problem in communication between
supervisors, executives, skilled, semi-skilled, unskilled. foremen etc. Perception capacity
differ from person to person. A message may give a variety of meanings to different
people according to their perception level. Following are the usual types of semantic
barriers.

a) Badly Expressed Message: The basic essential of an effective communication is

clarity and precision. The absence of clarity and precision in the subject matter of
communication results in badly ex- pressed message. The common causes for lack of
clarity and precision are using unfamiliar words and complex words, jargon, using
superfluous words, lack of unity and coherence use of unnecessary prepositions,
adjec- tives and adverbs lack of simplicity longer sentences, poor language, poor
construction of sentences etc.

Koontz and Donnell list common faults in the words "such faults as poorly chosen
and empty words and phrases, careless omissio'l1, lack of coherence, poor
organization of ideas, awkward sentence structure, inadequate vocabulary, platitudes,
numbing repetition, jargon, and failure to clarify implications are common."

b) Faculty Translations: The message is always an abstract and intangible requires

to use certain symbols. Transmitting and receiving of information is a continuous
process of communication in which transmitters and receivers of message function.
Encoding process translates ideas. facts, opinions, feelings into words, symbols,
action, pictures and audio-visual media. Every communicator receives various types

20
 of communication from superiors, peers, subordinates and he must translate
information destined for subordinates, peers, and superiors into language suitable to
each. Hence the message should be encoded into a set of symbols or words
understandable to the receiver. Koontz and Donnell say that it must be put into words
appropriate to the framework in which the receiver operates, or it must be
accompanied by an interpretation which will be understood by the receiver. So faulty
translation is a barrier on the way to effective communication.

c) Unclarified Assumptions: Assumptions or propositions are bound to be there in

message transmission Koontz and Donnell often overlooked but critically important
are the uncommunicated assumption, which underline practically all
messages.Certain implied things cannot be interpreted by the receiver correctly.
Even though a message is specified., the unclarified assumptions may not be clear to
the receiver. It may lead to delay in decision-making, loss of goodwill and taking no
action.

d) Jargon Language: All jargon in communication as far as possible should be

avoided. Jargon is a language which is special to science, technology, law,
commerce, etc. There is for instance legal jargon,military jargon, technical jargon
etc. Special and technical personnel often use technical language of their own. This
leads to isolation and limited communication and acts as communication barrier.

3. Personal Barriers

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I) Barriers to Superiors: Organizational structure creates a number of status and
position levels. They may create hurdles in two-way communication. In downward
communication superiors occupy key position. The basic barrier arises on account
of status, relationship in every organization. The superior and subordinate
relationship in the formal organization structure restricts free flow of information
and exchange of ideas, suggestions and questions: Though two-way communication
channel is there but is ineffective in practice in most of the cases. There are officers
or executives who always think to maintain distance and Status with the
subordinates. Superiors may reluctant to listen to subordinate, admit errors etc., as
they may reflect adversely on their ability and intelligence. Since their hierarchical
status and position and relationship with subordinates, they act as barriers in
effective communication. The following are the various ways:

a) Regard and Attitude: The regard and attitudes of the superiors towards
subordinates in connection with communication may affect the flow of message both
in vertical and horizontal directions. This particularly adversely affects in case of
oral communication. To mention face-to-face contacts it is more serious non-
listening attitude of the superiors desire to keep or withhold message etc. They feel
responding subordinates will lower down their prestige. So this is a serious barrier.

b) To Maintain Authority: Fear of challenge of authority is a barrier in the flow of

communication. It is the general preference of human beings to maintain prestige and
status to satisfy ego and strategy. Managers often under-rate the understanding and
intelligence of the subordinates. They often reason to withholding information partly
or wholly coming the line or downward communication or going up or upward

22
communication. People generally resist as frequent passing of information may
disclose their weakness.

c) Self Satisfaction: Seniors often resist smooth flow of message. They ignore
anything that conflicts and like messages which confirm their beliefs and ideas.
They withhold information and make the subordinates to move round the
information and derive satisfaction out of it.

d) Principle of Proper Channel: They mostly insist on through proper channel

which is the essence of formal communication. The officially designated channel
for communication is the only path for formal communication. It implies that all
communications should flow through line superior. Superiors always wish to
exercise their authority and they do not like by passing them in communication.
Sometimes in order to avoid delay, communication may directly be sent to the
concerned but superiors treat this as overlooking them. For this they often insist
through proper channel.

e) Prejudice: Prejudice among the superiors may stand on the way of free flow
of information. Prejudice is a serious problem and a barrier. Prejudice creates a
barrier for a proper understanding in the organization.

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f) Distrust: Distrust of communicator is a barrier. Superiors often screen or filter
the information. They are noted for modifying messages. Distrust of the superior
for any reasons restricts communication.

g) ‘Yes' Superiors: There are some superiors in all organizations called as 'Yes'
men, who always wish to remain neutral and non-committed. This is because they
may sometimes like to be in good looks of top management. This takes the form of
acting to please the boss, not seeking clarification, not expressing opinions which
may lead to incur displeasure from boss etc

h) Complex: Personal complexity inhibits communication. No superior likes to

show his mistakes to someone else especially to his subordinates. They generally
resist the advice given by the lower level people. In their view they are less
competent, capable; they are not able to advice superiors. Lack of confidence in
subordinate complexion is a serious barrier on the way of flow of effective
communication.

i) Lack of Time: 'No time', 'lack of time' are the terms frequently used by the
superiors. They do not spare considerable time to talk to their subordinates. They
feel, whether real or not, that they are overburdened with work.

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 j) Message Overload: Message overload is really a hurdle in the communication
process. If message overload is routine there is grave danger to orderly and smooth
flow of communication. The effects of overload may be omission of message,
errors, delay, filtering, approximation. They are barriers to communication.

II. Barriers in subordinates: Subordinates are also equally responsible for retricting
communication now particularly in upward direction. They act as harriers in a number of
ways as indicated below:

(a) They dislike to show mistakes.

(b) People generally resist new ideas.

(c) Unwillingness to communicate upward a message on personal grounds.

(d) Lack of incentives and encouragement.

(e) They slant information relating to their failures.

4. Psychological Barrier:

The psychology of the employees in an organization is relating to security or job,

dignity, peace of mind etc. Psychological needs and feelings are the prime barriers in
organizational communication process. Listening, interpretation or encoding and
decoding of a message depends upon psychological status of both the transmitter and the
receiver. The following are some or the psychological barriers inhibiting
communication:

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a) Distrust of Communicator: Roberts and O' Reilly observe dis-trust of the
superior for any reason inhibits communication. It occurs out of ill-considered
judgements, decisions not based on logic, screening and infiltration or information
etc. Doing these things frequently with these messages gradually conditions
subordinates to delay action or to act unenthusiastically. Though it amounts to
complete communication process, it is ineffective no purpose and hence a failure.

b) Inattention: Not giving attention to read bulletins, notices, minutes and reports
is a common practice. The simple failure to listen to oral communication; the reason
is that, non-listeners are often turned off while they are pre-occupied with other
matters, like their family problems. A communication is ineffective and failure,
because the receiver is not listening. Koontz and Donnell: Unfortunately, non-
listening seems to be a chronic human railing. This is illustrated by the common
practice of arguing about an agreed matter. The reasons vary from impressing the
speaker with one’s knowledge to anxiety or plain contempt for another's view point.

c) Premature Evaluation: It is a barrier which takes the form of prematurely

evaluating communication. Rather than to keep an uncompromised position during
the interchange. Rojers and Roethlisberger in Barriers and Gateways to
Communication in 1952 identified this harrier. They realised that such evaluation
stops the transfer of information, leaving the message sender with a sense of futility.

d) Failure of Communication: In routine communication work it may usually

happen that managers often fail to transmit needed messages. There are many
reasons for failure such as laziness on thc part of the communicator, assumption that

26
"everybody knows," "procrastination" "deliberately" "to embarass" etc, Koontz and
Donnel observed to the uninitiated, this "barrier" seems both astonishing and
unforgivable, and yet it is a fact that managers fail to transmit needed messages.

e) Loss by Transmission and Poor Retention: When a message passes through

various levels, it loses its meaning or is decreasingly accurate. When a subject
matter in a communication passes through various levels in the organisation,
successive transmissions of the same message are decreasingly accurate. Some
studies reveal that, in.oral communications about thirty percent of information is
lost in each transmission. So when word of mouth changes, its meaning also
changes. So in a very tall network or flat network oral communication is not
accurately dependable. Loss by transmission happens even in the case of written
communication. Loss of meaning in transmission may arise as far as
communications accompanied by interpretations. Similarly poor retention of
information is also a barrier. Some studies reveal that employees retain about 50 per
cent of message and supervisors about 60 per cent of information only.

f) Emphasis on Written Message: Under reliance on written message is equally

serious in effective communication. So management should not insist on company's
viewpoints and policies through slick easy to read, well-illustrated publications.

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5. Other Barriers

a) Resistance Change: It is a common tendency' of human being to maintain

status quo. It is a general preference to resist new ideas. When the matter is
transmitted to convey a new idea, the listeners may not listen to it in spirit. They
ignore anything that conflicts to the present belief or idea. In case he listens to new
idea, may filter in rejecting new ideas or interprets them according to his own
convenience. So resistance to change is an important obstacle to effective
communication.

b) Perception: Different people may have different perceptions depending upon

their needs, social environment, level of education, and other cultural and personal
temperaments. So everyone perceives the things and approach differently. So
everyone interprets, evaluates the information received from his own point of view.
Lack of uniformity in perception or understanding is a great problem in
communication and is a barrier to communication.

c) Closed Minds: The expression closed minds refers to thinking tendency of the
people that they know everything about the issue and inhibits communication. They
do not open their minds to new ideas that are placed before them.

d) Fear: Fear is a clear barrier in effective communication. Subordinates fear of

their superiors who have in turn to depend on subordinates for information. But
there are no hard and fast rules as to kind, quality of information that the

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 subordinates have to communicate upward. It gives discretion to them in selecting
matter, it is here that fear comes into picture. Fear creates obstacle, and it is out of
fear that certain information though available, may not be communicated upward.
It may result in sending partial, omission of information. They may even think
that the matter is not important to communicate. Fear of full disclosure or
nondisclosure mislead a superior.

e) Lack of Ability to Communicate: Communication is an art that can be

perfected with continued experience and practice. Lack of ability to
communicate is a barrier. All communicators do not have the same skills to
communicate. Though essentials of communication are same, oral
communication needs special skills comparing to written communication.

f) Insufficient Adjustment Period: Changes in positions, status, place of

work, group affect the employees till they get adjusted to changes. Shifts in
the time, place, type, order of work. skills needed, shift in batch etc., are
common changes in the organisation. Sufficient adjustment time should be
given to think and understand the full meaning of a message.

g) Distance and Time: Distance and Time are barriers to effective,

communication. In case of written communication to far off places time and
distance inhibit communication. Delayed messages are stale message.

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 HOW TO OVERCOME COMMUNICATION BARRIERS

We have identified many barriers to communication. It is our turn now to

discuss on overcoming barriers to communication and how can communication be
improved. A thorough understanding of communication barriers is the basic requirement
to find out measures to remove, or eliminate or overcome them. All types of barriers may
not arise in all organisations. Organisational barriers arise due to wrong organizational
structure. Language barrier arises in organisation where people are of different
educational background and hailed from different regions. However, the following are
some of the measures towards overcoming barriers to communication.

1. Orientation

All the employees in the organisation should be given orientation. They should be
provided with all necessary information relating to the objectives, policies, procedures,
organisational structure etc, This avoids conflicts, communication gap and
misunderstanding.

2. Suitable Language:

Using proper and appropriate language and tone definitely minimises linguistic
barriers to communication. Communication is rejected for a simple reason that it is
not understandable. Use of technical terms should be avoided and the message should
be direct, simple and in meaningful language. Different people perceive the message
differently. The manager must use common language to avoid semantic distortions.

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3. Good Listening

Empathetic listening or improving good listening habits by the receiver should be

cultivated. The recipient or receiver of communication has equal responsibility to
understand in the same sense as meant by the communicator. If the message is without
empathetic listening. response and reaction are not possible. Effective two-way
communication is possible with good listening.

4. Use of Grapevine

Strategic use of informal communication or grapevine is permitted. In the

communication network grapevine has equal important place is an essential part of an
organisation's communication. The manager can- not ignore grapevine as it exists in
spite of a number of limitations. In a number of occasions information should be
transmitted only through grapevine. Therefore, strategic use of informal organisation
will go a long way in improving effective communication.

5. Actions and Deeds

Communication through actions and deeds is the principle of effective

communication. A message is one to be acted upon. Otherwise, it tends to distort the
current and also the subsequent messages from the manager. Actions and deeds often
speak louder than words. A meaning to message is achieved only when it is acted upon it
accordingly. Action and words must go together. The acts of superior should not differ
from what he says.

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6. Clarity

As pointed out earlier effective communication is vital to successful management,

every communication should have the skills to have clarity of message. The greater task
is on the part of the sender of the message to achieve clarity. The message must be as
clear as possible in the mind of the sender what he wants to communicate. Effective
communication is possible only if the message is clearly formulated in the mind. The
subject matter should be encoded in 1he direct and simple language. The purpose of
communication is to make the recipient to understand the message, this is possible with
clarity of communication.

7. Knowing the Receiver

The importance of understanding the receiver and needs of the receiver cannot be
overlooked. The message content is to meet the needs of the receiver. The information
should be of value to the receiver in the present needs as well as in the long run. Sender
of the message is to have full knowledge about the receiver, his capabilities, background,
level of intelligence, social climate, receptiveness, temperament and attitudes etc.

8. Inter-Personal Relationship

Developing proper inter-personal relations is more helpful in over coming barriers

to communication. In the organisation there must be good relations between different
people. Lack of co-operative activity among the people may result in non-accomplishing
the dignity, individuality of the subordinates and always be kind and sympathetic to
them.

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 CONCLUSION

Management as we know is a teamwork. The team consists of all the individual working
in the enterprise. These individuals may be managers at all levels and workers in different
capacities. Achieving the objectives of the enterprise requires appropriate link, contact
and relationship among employees at different levels and various positions. In other
words, effective communication can establish the desired link through formal and
informal media. Communication, as such is the soul of modern complex, varied and
dynamic business situations.

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 BIBLIOGRAPHY

Comprehensive Business Studies by A.K Ghose

www.google.com

www.wekepedia.com

Effective Communication Independent Study December 2005 FEMA

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S.NO. CONTENTS PAGE
NO.
1 Introduction 1
2 Definition 2
3 Essential Elements of Communication 3
4 Objectives of Communication 3
5 THE SEVEN C’S OF COMMUNICATION 4
6 Effective Communication 6
7 Hearing vs. Listening 9
8 Roadblocks to Effective Listening 10
9 TIPS FOR EFFECTIVE LISTENING 11
10 Essentials of Effective Communication 12
11 Importance of Effective Communication in Business 14
Management
12 BARRIERS OF COMMUNICATION 17
13 HOW TO OVERCOME COMMUNICATION BARRIERS 30
14 CONCLUSION 33
15 BIBLIOGRAPHY 34

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