TOPIC I: COMMUNICATION

PROCESS
LECTURER: Dr Mtallo
Mob. 0756261613

Communication is a transactional process of

creating meaning. (Verderber, 2004).

Henson and Means (2001) view

communication as a process we use to send,
receive, and interpret messages for
understanding.
CONT.

Besides, Rodman and Adler (1997)

describe communication as the process
by which information is exchanged
between or among individuals through
a common system of symbols, signs,
and behaviour
CONT.

Generally, communication can be

defined as the process by which
information and its meaning are
exchanged through a common system
of symbols, signs, and behaviour via a
channel.
CONT.

Communication is a dynamic process

that begins with the conceptualizing
of ideas by the sender who then
transmits the message through a
channel to the receiver, who in turn
gives the feedback in the form of
some messages or signals within the
given time frame.
 Major elements of
communication process:
1. Sender/encoder
2. Message
3. Channel
4. Receiver/decoder
5. Feedback
Sender
The sender or the
communicator generates the
message and conveys it to the
receiver. He is the source and
the one who starts the
communication
Message

It is the idea, information,

view, fact, feeling, etc. that is
generated by the sender and is
then intended to be
communicated further.
Channel
It is the manner in which the
encoded message is transmitted.
The message may be transmitted
orally or in writing. The medium
of communication includes
telephone, internet, post, fax, e-
mail, etc. The choice of medium
is decided by the sender.
Receiver

He is the last person in the chain

and to whom the message was
sent by the sender.
Communication becomes
successful only when the receiver
receives the message and
understands it in proper
perspective and acts accordingly.
Feedback

Once the receiver confirms to

the sender that he has received
the message and understood it,
the process of communication
is complete.
Noise

It refers to any obstruction caused

by the sender, message or receiver
during the process of communication.
For example, bad telephone
connection, faulty encoding, faulty
decoding, inattentive receiver, poor
understanding of message due to
prejudice or inappropriate gestures,
etc.
Importance of Communication
The Basis for 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,
The Basis for Decision
Making

Proper communication provides

the information to the manager
that is useful for the decision
making. No decisions could be
taken in the absence of
information. Thus,
communication is the basis of
taking right decisions.
Increases Managerial
Efficiency

The manager conveys the targets

and issues instructions and allocates
jobs to the subordinates. All these
aspects involve communication.
Thus, communication is essential for
the quick and effective performance
of the managers and the entire
organization.
Increases Cooperation and
Organizational Peace

The two-way communication

process promotes co-operation
and mutual understanding among
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.
Boosts Employees’ morale

Good communication helps

workers to adjust to the
physical and social aspect of
work. It also improves good
human relations in the industry.
Cont.
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
A. Formal Communication
B. Informal Communication

A. Formal communications is the

one which flows through the
official channels designed in
the organizational chart.
Cont.
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
Cont.
 Formal communication may
be further classified as follows:
1. Vertical communication
2. Horizontal communication
1. Vertical Communication
Vertical Communications as the name
suggests flows vertically upwards or
downwards through formal channels. It is
divided into two
a) Upward communication
b) Downward communication
Upward communication refers to the flow of
communication from a subordinate to a
superior whereas downward
communication flows from a superior to a
subordinate.
Cont.
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.
2. Horizontal
Communication

Horizontal or lateral
communication takes place
between one division and another.
For example, a production
manager may contact finance
manager to discuss the delivery of
raw material or its purchase.
COMMUNICATION NET WORKS
They are found in different
types as follows:
Single chain: In this type of
network, communication flows
from every superior to his
subordinate through a single
chain.
Wheel: In this network, all
subordinates under one
Cont.
Circular: In this type of
network, the communication
moves in a circle. Each person
is able to communicate with his
adjoining/attached two persons
only.
Free flow: In this network,
each person can communicate
with any other person freely.
Cont.
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
(i.e. the boss of the immediate
boss). However, in latter case,
only ordained/certain
communication takes place.
B. Informal
Communication

Any communication that takes

place without following the
formal channels of
communication is said to be
informal communication.
CONT
The Informal communication
is often referred to as the
‘grapevine’ as it spreads
throughout the organization
and in all directions without
considering the levels of
authority.
CONT.
The informal communication
spreads rapidly, often gets
distorted and it is very difficult
to detect the source of such
communication.
CONT
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 work
environment.
CONT
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 their
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 the non-selective
basis.
Cont.

Cluster Network: In this

network, the individual
communicates with only those
people whom he trusts. Out of
these four types of networks,
Cluster network is the most
popular in organizations.
Barriers to
Communication
These are obstacles/hindrances
in communication process .
They may prevent a
communication or carry
incorrect meaning to which
misunderstandings may be
created. Therefore, it is
essential for a manager to
identify such barriers and take
CONT.
The barriers to communication
in the organizations can be
broadly grouped as follows:
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.
CONT
For example, a manager has to
communicate with workers who
have no knowledge of 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
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 the
effective communication. A worried
person cannot communicate
properly and an angry recipient
cannot understand the message
properly.
CONT
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 trust each other, they
cannot understand each other’s
message in its original sense.
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 the 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.
Personal Barriers
The personal factors 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.
CONT
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
 ASSIGNMENT

1. In communication, different communication

situations call for different channels.
Authenticate.

2. It is argued that communication is an endless

process. Do you agree? Give reasons to support
your side.