Directing Notes
Directing Notes
Chapter- 7
Directing
➢ Communication:
Communication can be defined as a process of exchange of ideas, facts, feelings, etc. between or among
two or more people to create common or mutual understanding.
• Channels of Communication:
a. Formal communication refers to the communication which flows trough official channels
designed in the organization chart (i.e, through scalar chain). It flows upwards from a
subordinate to superior (e.g, application for grant of leave) or downwards from a superior to
subordinate (e.g, sending notice to attend a meeting) or horizontally between two
departments/divisions (e.g. discussion about design between production and marketing
managers).
b. Informal communication refers to the communication which takes place without following
formal lines of communication (i.e. disregarding the levels of authority).
Informal communication spreads throughout the organisation with its branches going out in all
directions in utter disregard to the levels of authority. There is no fixed line of communication.
So, it is generally referred to as ‘grapevine’.
Examples of informal communication- Workers chit-chatting in a canteen about the behaviour of
the superior, workers discussing about rumours that some employees are likely to be transferred.
b. Psychological/Emotional barriers:
Psychological barriers are related to the state of mind of both the sender and the receiver
of communication. For example- a worried person cannot communicate properly and an
angry receiver cannot understand the real meaning of message.
c. Organisational barriers:
These barriers arise because of organisational structure, authority, relationships, rules and
regulations.
d. Personal/Individual barriers:
These barriers are related to the personal factors of both the sender and the receiver of
communication.
f. Consistency of message:
The message to be communicated should always be consistent with the objective,
policies and rules of the organisation. If the new message is contrary to the previous
messages, this fact should be stated clearly so that there is no confusion and chaos in the
organisation.
g. Be a good listener:
To make communication process effective, the receiver should listen to the sender’s
words patiently, carefully and attentively. The communicator should try to obtain the
complete attention of the receiver. Similarly, the communicator should also listen to the
receiver’s words patiently, carefully and attentively. A good listener improves the
communication process.