What is Communication

First, there is something, which is transmitted, such as, facts, feelings, ideas, etc. It implies that there
must be a receiver if communication is to occur. The sender of message must consider the receiver
while structuring his message from a technical standpoint as well as in delivering it. When the
receiver is not considered, there is either no response or there is wrong response. Second, the
definition emphasizes the understanding element in the communication. Sharing of understanding
would be possible only when the person, to whom the message is meant, understands it in the same
sense in which the sender of the message wants him to understand. Thus, communication involves
something more than mere transmission of the message or transmission and physical receipt
thereof. The correct interpretation of the message is important from the point of view of
organizational efficiency. As such, the greater the degree of understanding present in the
communication, the more the likelihood that human action will proceed in the direction of
accomplishment of goals.

“Managerial communication is a process which involves the transmission and accurate replication of
ideas ensured by feedback for the purpose of eliciting actions which will accomplish organizational
goals.”

The Communication Process

To this point we have seen how each of us lives in an environment of signs and how these signs are
with us throughout each day. We have also seen how our ability to detect these signs varies, how we
can tune them in or tune them out, and how our alertness to them varies across time. With this
knowledge of the communication environment as a foundation, we are now ready to describe the
communication process. Communication is a two-way process in which there is an exchange and
progression of ideas towards a mutually accepted direction or goal. For this process to materialize, it
is essential that the basic elements of communication be identified. These elements are:
Sender/Encoder/Speaker Message Medium Receiver/Decoder/Listener Feedback 8
Sender/Encoder/Speaker The person who initiates the communication process is normally referred
to as the sender. From his personal data bank he selects ideas, Encoding of encodes them and finally
transmits them to the receiver in the form of a message. The entire burden of communication then
rests upon the sender or encoder. His choice of images and words, and the combination of the two is
what goads the receiver to listen carefully. In this process a number of factors come into play,
primary among them being an understanding of the recipient and his needs. If the message can be
formulated in accordance with the expectations of the receiver, the level of acceptance is going to
be higher. For example, a consultant wishes to communicate with the HRD manager of a company.
The objective is to secure consultancy projects on training of personnel. If the consultant wishes the
HRD manager to communicate with him, he has to ensure that their goals converge. He has a tough
task ahead of him. The manager has been interacting with many consultants. Why should he pay
heed to the proposal of this consultant? In a situation such as this, a good strategy to be adopted is
to expand the purview of the proposal and make it company specific. The result could be highlighted
and spelt out in terms of increase in sales. If sufficient preparation has been done, the message too
would be formulated in a manner conducive to the interests of the HRD manager.
Receiver/Decoder/listener 9 The listener receives an encoded message, which he attempts to
decode. This process is carried on in relation to the work environment and the value perceived in
terms of the work situation. If the goal of the sender is clear in the mind of receiver the job of
decoding becomes quite easy and the listener finds the message more receptive. The decoding of
the message is done in almost entirely the same terms as were intended by the sender. In the
example cited above, as soon as the HRD manager realizes that the proposal of the consultant is
going to result in tangible benefits, he becomes more receptive and his interest in communication is
reinforced. Message Message is the encoded idea transmitted by the sender. The formulation of the
message is very important, for an incorrect patterning can turn the receiver hostile or make him lose
interest. At this stage the sender has to be extremely cautious. What is the order in which he would
like to present his ideas? Suppose he has four points to make. Would he (a) move in the stereotyped
manner of presenting them in a sequence or (b) would he like to be innovative and proceed in a
creative way? Probability is high that in the first case and he might become monotonous and in the
latter case (b) he might touch a wrong spot. How then should the message be formulated and
transmitted? The ordering, as stated earlier, should be based on the requirements of the listener so
that its significance is immediately grasped. The minute the receiver finds his goals codified in the
message, he sits up, listens and responds. The message thus has made an impact. 10 Medium
Another important element of communication is the medium or channel. It could be oral, verbal or
non-verbal. Prior to the composition of the message, the medium. channel should be decided. Each
medium follows its own set of rules and regulations. For example, in oral communication one can
afford to be a little informal, but when using the written mode, all rules of communication need to
be observed. It must be remembered that anything in writing is a document that would be field for
records or circulated to all concerned. Feedback This is the most important component of
communication. Effective communication takes place only when there is feedback. The errors and
flaws that abound in business situations are a result of lack of feedback. Let us take a look at the
typical responses of people involved in miscommunication: "This is not what I meant" or "This is not
what I said" or "This was not my intention". If feedback is solicited on all occasions, this error can be
minimized or even completely done away with. Fallacious statements or erroneous conclusions are
made because of lack of confirmation through feedback and discrepancy between the message
transmitted and message understood. Process of Communication 11 The sender, according to his
ideas, behaviour pattern and intention, selects a message, encodes it, and transmits it to the
receiver through a medium-be it oral, verbal or non-verbal. As soon as the message reaches the
receiver, he decodes it and gives an internal response to the perceived message. It is noteworthy
that the response is not in relation to the actual content but rather to the "perceived content" of the
original message. This completes the first phase of the communication process. Interestingly at this
point words in themselves have no meaning. It is the perception of a particular word and the
intention behind it that assign it meaning. The manner in which the sender and receiver perceive the
same word could give rise to difference in encoding and decoding. In the second phase, the receiver
formulates his message, encodes it and transmits it to the original sender-now-turned-receiver. This
stage is referred to as providing feedback and is most crucial. Unless and until there is feedback - be
it in the verbal or the non-verbal form-, we cannot say that effective communication has taken place.
If the feedback is in tune with the original intent of the sender, communication proceeds without a
hitch. However, there could be moments when the receiver does not agree with the message of the
sender. This does not mean that there is breakdown of communication. We can, in such instances,
state that effective communication is stalled for the time being. It could resume after subsequent
discussions. 12 For the process of communication to be effective, there should be a well defined goal
in the mind of the sender. Harmony between the goals of the two communicators makes for good
and easy progression of ideas and concepts. Whatever be the initial situation, the sender necessarily
needs to adhere to the following stages: 1. Create an awareness in the mind of the receiver on the
topic. 2. Propose his own point of view with clarity and preciseness so as to eliminate possibilities of
confusion in the mind of the receiver. 3. Enable smooth flow of discussion through observance of
communication strategies. MESSAGE ENCODING DECODING IDEA SENDER CHANNEL RECEIVER
DECODING OF FEEDBACK ENCODING OF FEEDBACK FEEDBACK (Figure: 3.1 Communication Process)
4. Reinforce or correct ideas in the mind of the receiver concerning the goal of communication. 5.
Achieve the goal of communication. At the time of transmission and reception of message, all our
five senses play an important role in grasping its intent. The sense that is predominantly active at a
particular stage, helps in a higher degree of absorption, for 13 example, in the course of the
communication, if the visual sense at a particular moment, is highly active, we respond only to the
visual cues.

Importance of Communication
1. The Basis of Co-ordination

The manager explains to the employees the organizational goals,

modes of their achievement and also the interpersonal
relationships amongst them. This provides coordination between
various employees and also departments. Thus, communications act
as a basis for coordination in the organization.

2. Fluent Working

A manager coordinates the human and physical elements of an

organization to run it smoothly and efficiently. This coordination is
not possible without proper communication.

3. The Basis of Decision Making

Proper communication provides information to the manager that is

useful for decision making. No decisions could be taken in the
absence of information. Thus, communication is the basis for taking
the right decisions.

Learn more about Barriers of Communication here in detail.

4. Increases Managerial Efficiency

The manager conveys the targets and issues instructions and allocates
jobs to the subordinates. All of these aspects involve communication.
Thus, communication is essential for the quick and effective
performance of the managers and the entire organization.

5. Increases Cooperation and Organizational Peace

The two-way communication process promotes co-operation and

mutual understanding amongst the workers and also between them
and the management. This leads to less friction and thus leads to
industrial peace in the factory and efficient operations.

6. Boosts Morale of the Employees

Good communication helps the workers to adjust to the physical and

social aspect of work. It also improves good human relations in the
industry. An efficient system of communication enables the
management to motivate, influence and satisfy the subordinates
which in turn boosts their morale and keeps them motivated.

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.

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.

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.

Learn more about 7 C’s of Communication here in detail.

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.

Barriers to Communication
The communication barriers may prevent communication or carry
incorrect meaning due to which misunderstandings may be created.
Therefore, it is essential for a manager to identify such barriers and
take appropriate measures to overcome them. The barriers to
communication in organizations can be broadly grouped as follows:

1. Semantic Barriers

These are concerned with the problems and obstructions in the

process of encoding and decoding of a message into words or
impressions. Normally, such barriers result due to use of wrong
words, faulty translations, different interpretations, etc.

For example, a manager has to communicate with workers who have

no knowledge of the English language and on the other side, he is not
well conversant with the Hindi language. Here, language is a barrier
to communication as the manager may not be able to communicate
properly with the workers.

2. Psychological Barriers

Emotional or psychological factors also act as barriers to

communication. The state of mind of both sender and receiver of
communication reflects in effective communication. A worried
person cannot communicate properly and an angry recipient cannot
understand the message properly.

Thus, at the time of communication, both the sender and the receiver
need to be psychologically sound. Also, they should trust each other.
If they do not believe each other, they cannot understand each other’s
message in its original sense.
3. Organizational Barriers

The factors related to organizational structure, rules and regulations

authority relationships, etc. may sometimes act as barriers to effective
communication. In an organization with a highly centralized pattern,
people may not be encouraged to have free communication. Also,
rigid rules and regulations and cumbersome procedures may also
become a hurdle to communication.

4. Personal Barriers

The personal factors of both sender and receiver may act as a barrier
to effective communication. If a superior thinks that a particular
communication may adversely affect his authority, he may suppress
such communication.

Also, if the superiors do not have confidence in the competency of

their subordinates, they may not ask for their advice. The
subordinates may not be willing to offer useful suggestions in the
absence of any reward or appreciation for a good suggestion.

Types Of Communication
Formal Communication
Formal communication is a flow of information through formally established
channels in an organization. These type of communication may be oral or written.
 Mostly controlled by managers
 It is hierarchical in nature and associated with the superior and
subordinate relationship
 Generally linked with formal status and positions of a person
 It may be upward, downward and horizontal.
Advantages of formal communication
 Follows the principle of unity of command
 The orderly flow of information and systematic
 Helps in fixing responsibilities for better efficiency
 Managers have full control of nature and direction of communication
 Helps in maintaining authority relationship
 The flow of instruction is very specific, clear and definite.
 Helpful in maintaining direct contact with subordinates.
Disadvantage of formal communication
 It is a time-consuming process
 It lacks personal contacts and relationship
 It may be resisted and distorted
 It delays the communication message due to the formal procedure
 It obstructs the free, smooth and accurate circulation of information
Informal Communication
Informal Communication refers to communication on the basis of personal
relations. It is a type of communication which is unstructured, unofficial and
unplanned.
 It does not follow the formal channels established by the management
 It often flows between friends and intimates and related to personal rather
than ‘positional’ matters.
 It cannot be demonstrated on the chart and not regulated by formal rules
and procedure.
The informal communication system is built around the social relationship of the
members of the organisationHerbert Simon
Informal communication is a result of social interaction and satisfies the natural
desire of people to communicate with each other. Informal communication is
helpful in countering the effects of work fatigue and monotony and serving as a
source of job-related information.

It is also referred to as grapevine communication. Grape wine communication

carries unofficial information. It is not a reliable source of communication.
Managers should be very careful about such communication.
Advantages of informal communication
 It is a flexible and reliable channel of communication
 It creates mutual co-operation
 It may work as a valuable aid in communicating organizational rules,
values and morale
 It is helpful in building teamwork in the organisation
 It provides effective feedback to the manager
 It supplements formal communication
 It creates successful public relations in the organisation
 If implemented efficiently, it will leads to the success
Disadvantages of informal communication
 It creates misunderstanding and uncertainty
 Due to different perceptions of the persons involved in whispering, chain
interpretations of information may change
 It is difficult to believe in information as its source cannot be identified
 It sometimes leads to leak secret information
 The information passes through it is inaccurate and distorted
 It is difficult to control it as its flow and direction cannot be checked
Horizontal Communication
When communication takes place between two or more persons who are working
at same levels it is known as horizontal communication.
This type of communication takes place mostly during a committee meeting or
conferences. The main object of such communication is to establish inter-
departmental co-ordination.
Advantages of horizontal communication
 It helps in avoiding duplication of work
 It solves inter-department conflicts
 It facilitates establishing co-ordination between different departments of
the organisation
 Communication process is computed smoothly without any barrier.
 It helps in maintaining social and emotional support among the peer
group.
Disadvantages of horizontal communication
 There is a lack of motivation to communicate
 Usually, they hide information due to rivalry between them
 It lacks authoritativeness
Diagonal Communication
Diagonal communication is an exchange of information between the persons at a
different level across departmental lines.
This type of communication is used to spread information at different levels of an
organization to improve understanding and co-ordination so as to achieve
organisational objectives.
Thus, where the persons who are neither working in the same department nor has
similar level are communicating, it is said to be diagonal communication. It cuts
across the levels of organisational structure.

Advantages of diagonal communication

 It increases organisational effectiveness
 It facilitates organisational change
 It creates integrity and harmony in the organisation
 It helps to speed up the action and save time
Disadvantages of diagonal communication
 It violates the principle of unity of command
 It is an unsystematic manner of communicating.
 Horizontal Communication
 Horizontal communication (also known as lateral communication) takes
place when employees at the same level interact. Peer communication is
time-saving and allows workers to coordinate tasks with one another.
Horizontal communication also allows for greater cooperation and problem-
solving. When workers share information and brainstorm solutions to
problems, things run more smoothly and outcomes improve. Think of
 horizontal communication as the embodiment of the popular saying, “two
heads are better than one."
 Diagonal or Multi-Directional Communication
 Diagonal or multi-directional communication is the use of various methods of
communication including upward, downward and horizontal. It is healthy for
an organization to use different approaches to communication. When
communication flows from just one direction, an organization is utilizing just
a fraction of its potential. Diagonal communications allow all employees to
contribute their full knowledge and expertise to a company. However, using
this style of communication doesn’t mean that all employees should
communicate chaotically. Multi-directional communication works best when
the systems and expectations of communication are clear to all members of
an organization.

Vertical Organization
Vertical communication is a communication process in which information or
messages flows between or among the superiors, supervisers, leaders, or
manager to subordinates, employees or team members of different levels
of an organizational structure in the downward or upward direction.

As such, vertical communication may be upward or downward in nature.

Some examples of vertical communication include instructions, formal
reports, business orders, and work reports. This form of communication
may be formal or informal.

Types of Vertical Communication

1. Downward Communication

Downward communication involves the dissemination of information or

orders from the senior management to associates. The management
shares information via E-mail, and it’s usually not directly shared with the
employees.

Studies have shown downward communication to be most effective when

the top managers communicate directly with the supervisors, who relay the
instructions to the staff. Some of the purposes of downward communication
may include:

 Implementing new objectives and announcing them to the staff.

 Explaining new organizational procedures to intern or new
employees.
  Socializing with the staff and building a friendly and cooperative
atmosphere with them.

2. Upward Communication

When the information flows from the associates or subordinates to the

senior management, it is defined as upward communication. This is done
by the employees to update the supervisors or managers by providing work
reports or to share important information. Some purposes of Upward
Communication involve:

 Updating the senior management with regards to the difficulties

and issues faced by staff members.
 Suggesting changes to improve workflow and productivity.
 Providing updates regarding results.
 Informing the top-level management about any grievances and
complaints.

To improve upward communication, the leader must always be mentally

prepared to listen to opinions, make decisions based on suggestions from
the staff, and listen to the grapevine to get information about the mood and
biases of the staff members.

Advantages of Vertical Communications

 1. The right way of conveying messages – It helps to convey
messages effectively from the top-level management to the
bottom-level management or vice versa.
2. Develops organizational relations for labor-management – It
helps maintain good relations between the superior and the
subordinates since the flow of information is effective and
organized.
3. Provides a chain of command – It helps to maintain discipline,
as there is a chain of command in this system.
4. Easy explanation of company policies – It makes it easier for
the top-level management to convey and explain company
policies to newcomers and interns.
5. Easy reports, feedback and decision making – Information
and work reports are easily collected via Vertical
Communication, and so the senior associates and the
supervisors are greatly aided in decision making.
6. Effective delegation of duties – This form of communication is
useful to delegate duties to the staff and avoid too much
authority to be concentrated within the hands of a few
individuals.
7. Resolves miscommunication issues – Since the top-level
management and supervisors communicate directly, there is no
mismatch of messages or any confusion whatsoever.
8. No by-passing of information – The top-level management
can easily share confidential information with the supervisor
instead of the whole organization at once.
9. Optimizes organizational discipline – Respect is maintained
since the staff has to report to the respective superiors, and
everyone understands each other’s positions.

Disadvantages of Vertical Communication

 Vertical communication may cause employees to become too
complacent, as they may operate under the belief that their work
will be checked and corrected before finalization.
 There may be misinterpretations and conflict due to the sender’s
tone and body massage.
 Employees at the lower end of the hierarchy may feel neglected
as there is too much of a barrier between the top-level
management and the staff at the bottom.
 This method is tedious and can cause delays, thereby disrupting
workflow and overstepping deadlines.
  If the staff lacks respect for the top-level management, the chain
of command and discipline is likely to be broken. Reputation is,
therefore, crucial.
 Since the information is passed from the in a lengthy manner, it
may become distorted on the way to the top.
 Lack of efficiency can damage the relationship between the
supervisors and the subordinates.
 There is a tendency for the board of management and the
supervisors to neglect the subordinates due to the chain of
hierarchy.

What do we mean by Social Communication?

 Social communication is about being able to communicate
functionally and appropriately within social situations by
using non-verbal means (e.g. gesture, signing or pointing)
and/or verbal means (e.g. vocalising or speaking). It
encompasses being able to make requests and greet people,
as well as adapting communication according to who you are
talking to. At a higher level it includes conversational skills
such as staying on topic and taking turns. It also includes
supporting your conversation with non verbal skills, such as
facial expression and gesture.
