UNIT 1: INTRODUCING COMMUNICATION

1.1 IMPORTANCE AND FUNCTION OF COMMUNICATION

1.1.1 Definition of Communication

The process involving the transmission and interchange of ideas, facts, feelings, or courses of
action is known as the communication. In simple terms, it is the ‘sharing of information’.

For example, when you request your professor to explain a concept you could not understand very
well in class, you transmit the information to him/her that you need some clarification. Now, the
professor receives this information, understands it, and responds by giving an explanation which
clears your doubt. If you are satisfied with this explanation, you thank the professor and the
communication comes to an end. If you are still in doubt, you once again request clarification, and
the process continues.

1.1.2 Difference Between General Communication and Technical Communication

General communication Technical communication

• Contains a general message • Contains a technical message

• Informal in style and approach. • Mostly formal

• No set pattern of communication. • Follows a set pattern

• Mostly oral. • Both oral and written

• Not always for a specific audience • Always for a specific audience

• Does not involve the use of technical • Frequently involves jargon, graphics, etc
vocabulary or graphics etc.

1.1.3 Importance

 All managerial or administrative activities involve communication, be it planning,

organizing, recruiting, coordinating, or decision-making.
  Communication serves as an instrument to measure the success or growth of an
organization. For example, papers published by R&D organizations bring to light their
progress.
 The various types of communication not only help an organization to grow, but also enable
the communicators to develop the required skills.
 The more people participate in the communication process, the better they develop their
skills in collecting and organizing information, analysing and evaluating facts, appreciating
the difference between facts and inferences, and communicating effectively

1.2 COMMUNICATION CYCLE

Encoding: It is also called formulation. Sender forms the content of the message with some
purpose.

Message: It is the encoded information meant to be relayed.

Channel: It is the medium through which the message is relayed. It can be oral, written, verbal,
etc.

Noise: It is the interference that the message encounters in the channel, e.g. server issue, traffic
delay, weather interference, bad memory etc.

Received Message: It is the final message that reaches the receiver. It might be a little or very
different from the initial message.
Receiver: The recipient of the message.

Decoding: It is the process through which the Receiver understands the message.

Response: The Receiver sends a response to the Sender, informing them of the successful
transmission of the message (or unsuccessful, based on the scenario).

Feedback: The transmission of the response by the Receiver to the Sender is Feedback. It is only
when the Feedback reaches the Sender, that we can say one communication cycle has been
completed.

1.3 CHARACTERISTICS AND TYPES OF COMMUNICATION

1.3.1 Characteristics

Technical communication has to be correct, accurate, clear, appropriate, and to the point.

1.3.2 Types

There are various types of Communication based on different factors. It can be based on Language
(Verbal-Non Verbal), Tone (Formal-Informal/Grapevine), Medium (Oral-Written), Flow
(Vertical, Horizontal, Diagonal), Direction (Upward, Downward)

Based on Language
1. Verbal Communication: Verbal communication is the use of spoken or written words to
express ideas, emotions, or thoughts. For Example: Conversations, Speeches, Public
speaking, Teaching or training others, Interviews, Emails, and Text messages
2. Non-Verbal Communication: Nonverbal communication is the transmission of a
message without using words. Instead, it uses other cues such as Body Language, Facial
Expressions, Eye Contact, Appearances, Gestures, Postures, Hand Movements, Tone,
Pitch, Rhythm and pauses.

Differences (Can also be rewritten as advantages and disadvantages)

Verbal Non-Verbal
 Exchange of Information by Words Exchange of Information without Words

Less Time-Consuming process More Time-Consuming Process

Easy to Understand Difficult to Understand

Less possibility of Information Distortion High Possibility of Information Distortion

Cannot communicate emotions, feelings etc Can communicate Emotions, feelings etc.

Requires Language Knowledge Doesn’t Require Much Language Knowledge

Complements Verbal Communication

Based on Tone
1. Formal Communication: Formal communication is the exchange of official information
or messages that follows a set of rules, protocols, and standards. It's often written,
documented, and recorded. For Example: Letters, memos, Reports, Letters, etc.
2. Informal Communication: Informal communication is an exchange of information that's
not structured by formal methods or hierarchies. It can be spoken, written, or conveyed
through body language. Example: Casual Chats, Social Gathering, Informal Emails, etc.
Note: Informal Communication is sometimes also called Grapevine Communication, due
to its random and unpredicted nature.

Differences

Formal Informal / Grapevine

Based on Formal relationship Based on Informal Contacts

Systematic and Orderly Unsystematic and Erratic

Slow and Time Consuming Fast and Time Saving

Official and Authentic Unplanned, Unauthentic

Used for Work Related Matters Used for Personal Matters

Based on Medium
1. Oral Communication: Oral communication is the process of transmitting information and
ideas from one individual or group to another through speaking. Example: Face-to-Face
Communication. Speech, Telephone call, Radio, etc.
2. Written Communication: Written communication is the exchange of information through
written language or a system of symbols. Example/: Emails, Letters, Newspaper, Posters,
Books etc.

Differences

Oral Written

Faster and Spontaneous Slow and planned

Instant Feedback Delayed Feedback

Instant Clarification Delayed Clarification

Less Time-Consuming More Time-Consuming

Economical Requires More Resources

Cannot be Documented Documented Record can be maintained easily

Limited time for Planning Enough time for Planning

Listener needs to be attentive Reader can read the information at their own pace

Based on Flow
 1. Vertical Communication: Vertical communication is the exchange of information
between people or groups at different levels of authority in an organization. It’s a liner
system where information is passed from one person to the next based on their titles. Ex-
Communication between Director and Manager. It can be either upward or downward
based on the flow.
2. Horizontal Communication: Horizontal communication is communication between
people at the same level in an organization, and is also known as lateral communication.
Example: Communication between Manager 1 and Manager 2 (Sales Manager and
Marketing manager)
3. Diagonal Communication: Diagonal communication is a type of communication that
occurs between employees at different levels or departments in an organization, but who
are not in the same chain of command. Example, Communication between Director 1 and
Manager 2.

Based on Flow
1. Upward Communication: Upward communication is the process of information flowing
from lower-level employees to higher-level employees in an organization. Example, When
Manager 1 is the Sender and Director 1 is the Receiver
2. Downward Communication: Downward communication is the process of information
flowing from high-level employees to lower-level employees in an organization. Example,
When Director 1 is the Sender and Manager 1 is the Receiver.

1.4 7 C’S OF COMMUNICATION (PRINCIPLES OF COMMUNICATION)

The 7 Cs of communication are–

1. Completeness - Any communication must be complete, in the sense that a message should
convey all the facts required for the comprehension of the message.
2. Conciseness – Conciseness refers to the fact that while communicating one should try to make
a message as short as possible to make it effective. Conciseness in communication not only saves
time but is also cost effective and highlights the message making it more appealing and
comprehensible for the audience/reader.

3. Consideration – Consideration in communication implies that the sender of message steps into
the shoes of the audience/readers in terms of their viewpoints, background mind-set, education
level, etc. to ensure that the message sent is comprehended properly by the receiver(s).

4. Clarity – Clarity in communication implies that the message should be as clutter free as possible
and that it is easily understandable. To put a message across with clarity, one needs clarity of
thought. And when one has clarity of thought one can use exact, appropriate and specific words to
express oneself.

5. Concreteness – Concreteness in communication implies being particular and clear rather than
fuzzy and general. One should be specific in terms of quoting figures and facts as it makes
communication effective and trustworthy and there is less chance of the message being
misinterpreted.

6. Courtesy – Courtesy in communication implies that the sender should respect the receiver/s in
terms of being polite, judicious, reflective and enthusiastic. It creates a positive atmosphere for
communication and leads to effective communication.

7. Correctness – Correctness in communication implies that there are no grammatical errors, no

dubiousness in facts and figures. Correctness in communication builds up trust between the sender
and the receiver and makes communication effective.

Note: Sometimes, another C is added, which is Coherent. It means that the message should be
logical and well laid out so that it becomes easy to follow.

1.5 BARRIERS TO COMMUNICATION

A barrier to communication is an obstacle, a hindrance, or simply a problem that comes in the way
of transmission of a message and blocks the process, either completely or partially. Barriers can
lead to incomplete communication, miscommunication and transmission of wrong messages.

Barriers can be broadly classified into three major categories, each of them comprises of several
causes of barriers

1.5.1 Intrapersonal Barriers

Intrapersonal barriers are personal obstacles that arise within an individual due to differences in
perceptions, experiences, education, culture, personality, etc.

Causes
a. Wrong Assumptions: When you wrongly assume someone’s level of knowledge, Wrong
assumptions are generally made because the sender or the receiver does not have adequate
knowledge about the other’s background or entertains certain false concepts, which are
fixed in his/her mind. Example: Someone using a technical term that other person is not
aware of, Like SOS, DOS, UTC, KD etc.
b. Varied Perceptions: Individuals can perceive the same situation/information in different
ways. Ex, The Six Blind Men and Elephant story.

c. Differing backgrounds: Everyone has a different educational, cultural, language,

environment, and financial background. These leads to their different understanding of the
world and how to interpret messages. Ex: If a teacher gives an example to class that only
selected students can understand, like giving example specific to West Delhi that people
from other parts of Delhi are not familiar with.
d. Wrong Inference: When you deduce conclusions which are not supported by the facts.
For Example, you may deduce that the fellow student you saw at the start of the semester
has withdrawn their admission, when you no longer find them in the class. But they might
have simply changed the branches.
e. Blocked categories: We react positively to the information if it is in sync with our own
thinking, and negatively if it is against our thinking. Having a closed mind can be
detrimental to growth and maturity of one’s self. For example, one of your fellow students
may think that only students of science are good in reasoning; another might be of the
opinion that young executives are more efficient than older ones. Such people fall into
blocked categories, because they may not be able to accept any deviation from their own
points of view.
f. Categorical Thinking: When you assume that you know everything about a topic and
refuse to accept any further information on that topic. For example, in a general body
meeting of your organization, you are to be briefed about the annual budget. However, you
do not pay attention because you feel you have already been briefed about it by your
secretary the previous day. Later you propose that new vehicles have to be bought. Imagine
 your embarrassment when you realize that the topic was discussed and a decision has
already been taken in the general body meeting.

1.5.2 Interpersonal Barriers

Interpersonal barriers are obstacles that occur between two or more individuals during the
communication process due to inappropriate transaction of messages

Causes:
a. Limited Vocabulary: Inadequate vocabulary can be a major hindrance in communication.
Merely having a wide vocabulary is of no use unless the communicator knows how to use
it. In communication, the denotative (literal or primary) and connotative (implied or
suggested) meanings of the words used should be absolutely clear to the receiver.
b. Incompatibility between verbal and non-verbal language: When there is incoherence
between verbal and non-verbal cues. Example: Saying you are happy but you are visibly
upset.
c. Emotional Outburst: Moderate emotions are good for communication. Extreme emotions
can lead to obstacle and issues. Example, when you are too happy, or angry, or sad that it
affects your work/life.
d. Communication Selectivity: Sometimes we only pay attention to a part of message, either
due to lack of attention or impression that only that part is relevant.
e. Cultural Variations- When miscommunication occurs due to difference in culture.
Example Black clothes have different meaning in Islam and Christianity. Similarly White
clothes have different meaning in Christianity and Hinduism, etc.
f. Poor Listening Skills: Not everyone possesses active and proper listening skills. They
may HEAR a message, which is a passive activity, but not LISTEN and COMPREHEND
it, which is active skill.
g. Noise in the Channel: noise interferes in the transmission of signals. Noise is any
unwanted signal that acts as a hindrance in the flow of communication. It is no necessarily
limited to audio disturbances, but can also occur in visual, audio-visual, written, physical
etc.

1.5.3 Organizational Barriers

Organizational barriers are the obstacles that prevent clear communication at an organizational
level due to the complexity of protocols, and are not limited to an individual or two people.
a. Multiple Transfer Stations: The more links there are in a communication chain, the
greater are the chances of miscommunication. messages get distorted in huge organizations
with several layers of communication channels. The message gets distorted at each level
because of various other barriers
 b. Fear of Superiors: In rigid organization, gear of superiors prevents subordinates from
speaking frankly. Example: An employee may not be pleased with the way his/her boss
extracts work from him/her but is unable to put his/her point across because of fear of
losing the boss’s goodwill.
c. Negative Tendencies: Every large team may form several small groups based on
something in common. When one group have a clash with other group on some important
decision, this can lead to negative tendencies. For example, the student members of the
sports club of an educational institution may be annoyed with non-members who oppose
the club’s demand for allocating more funds to purchase sports equipment.
d. Use of Inappropriate Media: While choosing the medium for a particular occasion, the
advantages, disadvantages, and potential barriers to communication must be considered.
The telephone, for instance, would not be an ideal medium for conveying confidential
information. Such messages are best conveyed in person or, if the receiver is located in
another office, by private chat messenger.
e. Information Overload: Organization needs to sort and analyze large data regularly. But
improper handling and screening of data can be overwhelming for the workers. This can
lead to fatigue, disinterestedness, Boredom, etc.

Tips for Effective Communication

 Always keep the receiver in mind.
 Create an open communication environment.
 Avoid having too many transfer stations.
 Do not communicate when you are emotionally disturbed.
 Be aware of diversity in culture, language, etc
 Use appropriate non-verbal cues.
 Select the most suitable medium.
 Analyze the feedback.

1.6 ETHICS

Ethics refer to passing of information between sender and receiver in a manner that is accurate,
truthful, acceptable, and respectful. Values like Honesty, transparency, and respect are crucial.

1.6.1 Plagiarism

Be Honest and Avoid Plagiarism

 You are expected to be honest in your professional career
 You are allowed to take inspiration, but you should never just copy and paste someone
else’s creative work
 If you are still forced to use someone’s work, Acknowledge them as a Source

Decide When to Cite and When to Paraphrase

 General information doesn’t need to be cited
  Other information should come with sources to the best of your knowledge
 Use Direct Quotes when you are using the statement as it is.
 Use Paraphrasing when you are rearranging the information in your own words.

1.6.2 Language Sensitivity

Language sensitivity is the practice of using respectful, caring, and supportive words in
communication, while also considering the situation or diagnosis of the person you're
communicating with. There are various factors to keep in mind while communicating with
someone, like their Gender, Caste, Race, Disability etc., so we could avoid disrespecting them in
any way.

Gender

Use gender-neutral language: Use gender-neutral words like "humankind" instead of "mankind"
or "nurturing" instead of "motherly". You can also use the gender-neutral pronoun "they" instead
of "he".

Avoid occupational stereotypes: Don't use female pronouns for nurses and male pronouns for
scientists. Instead, use gender-neutral job titles like "police officer" or "actor".

Include women and men equally: Include women and men equally as speakers, experts, and in
other roles.

Caste / Race

Use Preferred Terminology: Pay attention to how individuals or communities identify

themselves. Use their preferred terms, whether that’s "Black," "African American," "Latinx," or
others.

Be Mindful of Context: Consider the context of your conversation. Different settings may require
different levels of formality or specificity.

Avoid Stereotypes: Resist generalizations about any racial or ethnic group. Focus on individuals
and their unique experiences.

Ask Thoughtful Questions: If you’re unsure about someone’s preference or background, ask
respectfully. Show genuine interest in their perspective.

Be Aware of Your Tone: Your tone can convey respect or dismissiveness. Aim for an open,
empathetic tone that invites dialogue.

Recognize Power Dynamics: Be conscious of the dynamics at play in conversations about race
and caste. Listen more than you speak, especially in diverse groups.

Challenge Your Own Biases: Reflect on your language and the assumptions behind it.
Acknowledge and work to overcome any biases.
Create a Safe Space: Encourage an environment where people feel comfortable sharing their
thoughts and experiences. Acknowledge that it’s okay to make mistakes and learn from them.

Be Open to Change: Language around race can evolve. Stay informed and be willing to adjust
your language as needed.

Educate Yourself: Engage with literature, films, and discussions that explore racial issues. The
more informed you are, the more sensitive your communication will be.

Disability

Use Person-First Language: Emphasize the individual before the disability (e.g., “person with a
disability” instead of “disabled person”). This helps to humanize and recognize the person beyond
their condition.

Use Inclusive Language: Choose words that are inclusive and avoid outdated or derogatory terms.
For example, replace “handicapped” with “person with a disability.”

Be Mindful of Tone: Your tone can convey empathy or condescension. Approach discussions
with respect and a willingness to learn.

Be Aware of Your Body Language: Non-verbal cues matter. Ensure your body language conveys
openness and respect, avoiding any gestures that may seem dismissive.

Avoid Pity Language: Steer clear of language that evokes pity (e.g., “suffers from” or “victim
of”). Focus on empowerment instead.