Module-1 Fundamentals of Communication

CONCEPT AND MEANING

Introduction-

The word “communication” is derived from the Latin word “communicare”. It means to
make common. Generally, the word communication is used to mean speaking or writing or
sending a message to another person, but communication has a deeper meaning. It does not
involve only sending the message but also the receiving and understanding of the message
by the receiver. The response of the receiver to your message is also important. It also
involves that you yourself take care to understand and respond to the messages received by
you.

Definition-

I. Communication is a process of passing information and understanding from one

person to another. - Keith davis
II. Communication is any behaviour that results in an exchange of meaning-
-The American Management Association
III. Communication may be broadly defined as the process of meaningful interaction
among human beings. More specifically, it is the process by which meanings are
perceived and understandings are reached among human beings.
-D.E.McFarland
IV. Communication is the process by which information is passed between individuals
and/ or organisations by means of previously agreed symbols.
- Peter Little

All these definitions show that communication involves exchange of thoughts between two
parties. It is the transmission of information and meaning. The most important element is
meaning.

In order to transfer an idea, we must use symbols (words, signs, pictures, sounds) which
stand for the idea. The symbols must be understood by the receiver. Both (sender and
receiver) must assign the same meaning to the symbols used; otherwise there is
miscommunication.

Fundamentals of Communication
Notes Compiled by- Dr. Khushbu Trehan
 Characteristics of Communication

(a) Communication is Unintentional as well as intentional

Communication takes place even when we do not plan it and when we are not
conscious of It; we may communicate something that we had not intended to
communicate. Our non-verbal communication, which is always present, conveys
something about us. We do not always succeed in conveying exactly what we want
to; the receiver may receive less or more, or even misunderstand. In fact,
communication does not happen exactly as the sender wishes. It often fails.

(b) Communication is a dynamic process

A process is an outgoing activity. Communication is a process and is always
changing, it grows and develops. Even if the same two persons exchange the same
ideas again, the communication will not be same as it was the first time, because the
two persons have grown and developed since then. Every time we communicate we
bring it all our experience, feelings, thoughts, attitudes which have been formed by
other communication events.

(c) Communication is systemic

Every component of the process is affected by every other component. All the
elements of communication like the source, the environment, the medium, the nature
of the message, the receiver, the feedback all affect one another. If the audience is
inattentive or uninterested, the source is not able to communicate effectively. If a
wrong message is chosen, the message may fail to have the expected result; if the
sender's goal is not clear, the message will be confused. Disturbance at any stage in
communication process affects the entire process.

(d) Communication is both interaction and transaction

The source and the receiver exchange ideas and information and influence each other
during the process of communication. They share as well as exchange thoughts and
meanings.

Fundamentals of Communication
Notes Compiled by- Dr. Khushbu Trehan
 OBJECTIVES OF COMMUNICATION
An objective is the purpose with which we undertake an activity. When we
communicate we have a reason for doing it. The communication is clearer and more
effective when the sender knows the objective of the message. It is better to make the
objective clear to the receiver.

All communication has two broad objectives of information and persuasion. Other
objectives are aspects of these broad objectives. There is always some information in every
communication. There is also an element of persuasion, because we want the other person to
believe us and agree with us.

1. Information-
Information consists of facts and figures. Messages which give information
contain data on which the conduct of business is based. It does not include emotion.
The examples of information are the syllabus for a course, a stock market report, a
user manual, a signboard, a news report, etc.
We need information to carry out work. It may be given orally or in writing. A
large amount of information is available and moves about in an organisation and in
the world. We need to develop the ability to take what we need.
Many companies give information to the public about their progress, products,
and policies through the mass media like newspapers and television. This type of
information forms the basis of persuasion and motivation which is the other
important objective of communication.

2. Persuasion-
Persuasion means making efforts to change or influence the attitudes and
behaviour of others. It is achieved by appealing the emotions of others. The style and
tone of persuasive communication is totally different from the style and tone of
informative communication.
Persuasion requires the ability to communicate in an effective manner; the
persuader should be able to use verbal and nonverbal communication in such a way
as to have the most influential effect on the target audience.
Persuasion needs a basis of information. We cannot persuade customers to buy unless
we give them information about our goods and services.
A great deal of communication in an organisation is persuasive. It is used to
motivate employees to make better efforts or to accept a change. It is used to sell
goods to customers and collect dues from them. A company uses it to get the public’s
goodwill and investment. The persuader needs knowledge of the background and the
present attitudes/views of the people in order to use the right appeals and reasons.
Fundamentals of Communication
Notes Compiled by- Dr. Khushbu Trehan
3. Instructions-
Instruction is information about how to carry out a process or procedure.
Supervisors instruct their staff on tasks that are to be performed from time to time. In
most cases, this can be done orally, individually or in groups. User manuals which
are given to customers with mechanical articles, have diagrams and pictures. This
type of instruction is educational.

4. Orders-
An order is formal assignment of a task. It is often in written form meaning
that matter mentioned in it is final. Simple orders to carry certain tasks may be given
orally. An order must be clear and exact. All communication must be in a style
understood by the receiver. Office order is a formal written statement of any change
to be made in office routine. It is a record and formal instruction to all concerned that
the change is affected.

5. Education and Training-

Education and training are both informative as well as persuasive. Both lead to
discipline and development through learning, and practice. Special communication
skills are required to accomplish these objectives. Oral communication in the form of
lectures and discussions is most commonly used for this purpose. Written notes and
handouts are used for training. Demonstration, films and actual work experience are
used for training in technical work and skills.

6. Motivation-
Motivation means providing a person with a motive, an incentive, an urge to
make effort to do his best.
Communication is the most important and critical element in motivation. It requires
regular and careful communication. People can be motivated by several ways like-
a) Listening to them and showing respect for their views. People feel happy and
important when their ideas and opinions are heard and respected.
b) Appreciating achievements and effort is a good way to make people feel that they are
recognised.
c) Avoiding personal criticism when opposing their ideas. Persons must be shown
respect and consideration even if specific ideas are not acceptable
d) Maintaining an open communication climate. People should feel free to speak out
their views even if they have complaints and criticism to express.
e) Using friendly and co-operative style for giving instructions
f) Making clear statement of expectations.
Fundamentals of Communication
Notes Compiled by- Dr. Khushbu Trehan
 7. Raising morale-
Morale is the state of mind and of discipline and spirit of a person or a group.
It reflects the level of discipline and confidence. People with high morale feel good
about themselves and are highly motivated and have the courage to face problems
and meet challenges.
Raising morale cannot be done by a single communication. Morale is affected
by all communications, and by the manner and style of communications. An open
communication climate helps to keep morale high. Open communication means that
there is good flow of communication in the organisation.
When morale is low, the performance is poor; there is lack of discipline,
absenteeism, and lack of interest in work. The grapevine is likely to become fast and
thick, and there are many rumours.
Communication with employees must be increased if the morale goes down or
is likely to go down. It is seen in increased rumours. Companies put up notices and
distribute circulars to give correct information. Meetings provide good channel for
giving correct information and for improving morale.

8. Counselling-
Counselling is a special form of advice; it is done by specialists. Persons who
are experts in psychiatry, medicine, law or other fields, give advice on matters related
to their field. Communication for counselling is oral, face-to-face and confidential.
Counselling can be successful only if there is free two-way communication; the
counsellor can give useful advice only when the person needing the advice is willing
to explain and discuss the problem.

9. Warning-
Warning means advising or urging someone to be careful; it is meant to
caution someone of possible danger. A warning is also an authoritative and formal
notice of something unfavourable. It is given only after milder methods like advice,
request, instruction, or order have failed to achieve results. Warning may be given
orally or in w3riting and is always confidential.

The purpose of warning is not to break the relationship. Good communication skills are
required to give a warning without being insulting. Courtesy, even while giving warning is
necessary to maintain one’s dignity and proper relationships.
The other objectives of communication are exchange of information, request, discussion,
co-ordination, conflict resolution, problem solving, advice, and social and emotional
support.
Fundamentals of Communication
Notes Compiled by- Dr. Khushbu Trehan
 PROCESS OF COMMUNICATION

Communication is the process of sharing our ideas, thoughts, and feelings with other people
and having those ideas, thoughts, and feelings understood by the people we are talking with.
When we communicate we speak, listen, and observe. The way we communicate is a
learned style. As children we learn from watching our parents and other adults
communicate. As an adult we can learn to improve the way we communicate by observing
others who communicate effectively, learning new skills, and practicing those skills.

The communication process is a simple model that demonstrates all the factors that can
affect communication. Communication is effective if the message that is received is the
same one that is sent.

Communication Process

1. Source (Sender) –
The source begins the process of communication. The source has to be clear
about the purpose (goal) of the communication and about the receiver of the
communication. Conscious or intended communication has a purpose. We
communicate because we want to influence other person.

2. Message –
The source has to decide what information to send and create the message to
be sent by using words or other symbols which can be understood by the intended
receiver. The process of putting the idea into symbols is called as encoding; in order
to encode, the source has to select suitable symbols which can represent the idea, and
can be understood by the receiver.

Fundamentals of Communication
Notes Compiled by- Dr. Khushbu Trehan
3. Channel –
The source also chooses a suitable channel to send the message. It can be
face-to-face talk, telephone, mail, e-mail etc. The choice of the channel depends on
several factors like urgency of the message, availability and effectiveness of the
channel, and the relationship between the source and the receiver. The choice of the
channel also influences the shape of the message.

4. Receiver-
Receiver receives the message and perceives it with his senses. The receiver
attends the message and interprets it. The process of translating the symbols into
ideas and interpreting the message is called decoding. Decoding is a complex
activity; it involves using knowledge of the symbols and drawing upon previous
knowledge of the subject matter. The receiver's ability to understand, level of
intelligence, values and attitudes, and relation with the source, all influence his
creation of meaning.

5. Feedback-
Feedback is the final link of the process of communication. It is the response
given by the receiver after receiving the message. It may be conscious or
unconscious. It may be verbal or nonverbal. Feedback plays an important role in the
process of communication. The success of communication depends upon the
feedback. If there is no feedback from receiver’s side, then the process is supposed to
be incomplete. The feedback tells source whether the receiver has understood the
message as he intended or requires more clarification.

6. Context-
Context is the set of circumstances that surround an event and influences the
significance. It is the background of the events which lead to the message being sent.
A message may acquire a different meaning in a changed context. The context
influences the source's encoding and the receiver's decoding, and also each one's
interpretation. The relationship between the source and the receiver is also a part of
the context; the receiver tries to interpret messages in the context of the relationship.

7. Environment-
Environment is also an important element of the communication process,
because every communication takes place in an environment. Environment includes
several things. The most important is the place in which the communication takes
place; if it is pleasant and comfortable, the communication is better. Noise or
disturbance in the environment usually hinders the flow of communication.
Fundamentals of Communication
Notes Compiled by- Dr. Khushbu Trehan
 The political, cultural, legal, technological environment influences communication as
they may affect the content of the message.

8. Time-

Time is also an important element of the environment. The time of the

communication affects the communication. The length of time taken by a communication
event influences the quality of communication. Too long can be tiring and boring; too short
may be insufficient. Also, there is a right time for giving some information. If it is given too
late, it may be useless; if it is too early, receivers may not be ready for it and may not
understand it.

Fundamentals of Communication
Notes Compiled by- Dr. Khushbu Trehan
 Methods of Communication

There are two methods of communication are verbal and non-verbal.

*Communication by using language is called as verbal communication.
*Communication done by without using language is non-verbal communication.

VERBAL COMMUNICATION-

Verbal communication is the communication by using language. Language enables us to

communicate our ideas to others. It is one of the defining characteristics of human being.
Language facilitates group co-operation and allows information and knowledge to be
transferred from individual to individual, from place to place and from generation to
generation.
The verbal communication is sub-divided into Oral and Written Communication.

Oral Communication-

Oral communication is the communication with the use of spoken words. It can be face-to-
face or over the telephone or mobile. It can be in various forms like conversational
dialogues, lectures, seminars, conferences, presentations, discussions, meetings, interviews,
and so on.
Advantages:

1) Instant Feedback: In oral communication, the receiver can give immediate feedback
to the sender which helps sender to clarify the doubts in the mind of the receiver
which might cause misunderstanding of the message. The immediate feedback
Fundamentals of Communication
Notes Compiled by- Dr. Khushbu Trehan
 prompts the sender to modify his message in such a way that it becomes acceptable
to the receiver.
2) Time Saving: Oral communication is time saving because oral messages can be
transmitted quickly. It does not take time to arrange the message or to edit the
message.
3) Money Saving: Oral communication is money saving, because no money is wasted
on pen, paper and other stationery.
4) Informality: Oral communication is informal as compared to written
communication. This informality of oral communication helps in building good
relationship among people.
5) Group Communication: Oral communication is the best way to communicate with a
group. Thousands of people can be addressed at a time. It is also convenient and
reliable mode of communicating in committees, conferences, meetings, etc.
6) Widely Used: Oral communication is more wisely used than written communication.
Illiterate people rely only on oral communication.
7) More Effective: Oral communication has an advantage of using body language along
with it. Body language makes oral communication more effective and helps to
impress the audience (listener).

Disadvantages:

1) No Permanent Record: Oral messages do not have any permanent record. They can
be taped but the authenticity of the voice can be questioned. Tapes can also be edited
and the message distorted, therefore oral communication is legally unacceptable in
future disputes and law suits.
2) Unfit for Lengthy and Complicated Messages: Oral communication is not suitable
for lengthy and complicated messages consisting of minute details and statistical
data, because there are chances of missing some important information.
3) Distortion: most people are bad listeners; they are not attentive during
communication. They may misinterpret or misunderstand the message. Therefore, in
oral communication there are chances of message distortion.
4) Lack of reliability: oral communication is not always reliable because the speaker
may refuse to take the responsibility of his/her words if they are causing any trouble
to him/her. It is difficult to fix the responsibility of the oral communication in such
matters.

Fundamentals of Communication
Notes Compiled by- Dr. Khushbu Trehan
Written Communication-

Written communication is the communication with written words. It is very important in

maintaining good relationship with organizations or individuals. It is used in various forms
like letters, reports, brochures, notices, circulars, pamphlets, etc.

Advantages:

1. Permanent Record: Written communication forms a permanent record and is useful

for future reference. The old data like reports can be used to formulate new policies
and to take decisions. It can be filed for years as a proof.
2. Legal Proof: Written communication can be used as legal proof in a matter of
dispute. Therefore, all business transactions are always in the form of written
communication. For ex. agreement, notice, etc.
3. Accuracy: Written communication is always accurate and precise. A writer
formulates the message with a great care in order to make it more effective and
reliable.
4. Useful for Lengthy and Complicated Data: Written communication is useful for
communicating lengthy and complicated data like mathematical calculations or
technical information. It assures preserving every vital detail of the lengthy and
complicated message.
5. Responsibility: The sender of the written message is always held responsible for his
words. It is always open for verification and its authenticity can easily be challenged.
6. Convenient: Written communication is convenient for both sender and receiver. The
sender can take his/her own time to write the message and the reader can read the
message in free time.

Disadvantages:

1. Delayed Feedback: This is a major disadvantage of written communication. A lot

of time is wasted in transmission and receiving of the message, which results in
delay in the feedback.

Fundamentals of Communication
Notes Compiled by- Dr. Khushbu Trehan
 2. Time Consuming: Written communication is time consuming because it requires
a lot of time for collecting, organizing, drafting, typing and posting the data. It
also takes time to reach to the intended receiver.
3. Expensive: In written communication, a lot of money is spent on the stationery
required for writing or typing the message, and also on postage. Therefore, it is
expensive compared to oral communication.
4. Unfit for Motivation: Written communication cannot be used effectively for
motivating the people, as it lacks the use of body language which is important for
motivation.
5. Formality: Written communication is very formal. The writer has to follow
certain rules of written media strictly, even writing informal messages.
6. Access to literates: Written communication is limited to literate people only.
Illiterate people cannot use this media for communication.

NON-VERBAL COMMUNICATION:

Non-verbal communication is usually understood as communication is done without

the use of words. It is a basic dimension of all human and animal communication. It
prevailed even before the verbal communication. Our verbal communication is always
supplemented with non-verbal cues. Non- verbal communication is spontaneous and
instinctive; it need not to be learnt like verbal communication. Non-verbal communication
is universal in nature. All the non-verbal messages have same meanings all over the world.
Thus, it removes the language barrier.

According to Albert Mehrabian 93% of the actual message is conveyed through non-
verbal cues (55% body language and 38% vocal i.e. Paralanguage) and only 7% of the
message is passed through verbal communication. Thus, non-verbal communication plays
an important role in the process of communication. The success of communication mostly
depends on the understanding of non-verbal cues used in communication.

There are four major forms of non-verbal communication. They are:

1. Kinesics (Body Language)

2. Proxemics (Space Distancing)

3. Chronemics (Temporal)

4. Paralanguage (Vocal Cues)

Fundamentals of Communication
Notes Compiled by- Dr. Khushbu Trehan
Kinesics-

Kinesics is the science that individual gestures by considering their component parts.
Following are the various elements of kinesics or body language.

Personal Appearance:

The first impact on the listener is created by the personal appearance of the speaker.
Attractive individuals are supposed to be more credible. The appearance of the speaker may
put the listeners into a receptive mood or resistant mood. The audience looks for cues about
the personality of the speaker in terms of his dress, hair style, make-up etc.

Posture:

Posture is the way in which a person holds himself. It generally refers to the way one
stands, sits and walks the posture reveals whether the person is active, apathetic or nervous,
etc.

i. Standing Posture: A speaker should have an erect posture with weight evenly
distributed on both the legs. Tilted body weight gives a casual impression of the
presenter. A person with drooping shoulders gives a poor impression.

ii. Sitting posture: The speaker can judge the success of communication by the
posture of the listener. Different situations demand different sitting postures, one
should keep one's back straight from the waist up, both the feet should be on the
floor, one slightly in front of the other.

iii. Walking Posture: The walking posture of the speaker tells about his or her
confidence, energy and activeness. One should move his legs freely from the
hips; walk in a straight line and should lift his feet from the floor. Dragging or
shuffling of the feet has a bad impression about the speaker.

Gestures:

We always make movements with our different body parts to

communicate. These movements of body parts are called as gestures. Gestures play an
important role while communicating with the deaf and dumb and with other language
group. Hand gestures emphasize the rhythm and meaning of words. They are an integral
part of the oral communication that people gesticulate even while talking on the
telephone.

Facial Expressions:
Fundamentals of Communication
Notes Compiled by- Dr. Khushbu Trehan
 Face is the most significant part of the human body. It provides vital clues by reacting in
fractions of seconds. Facial expressions are often unconscious and reveal attitudes, moods,
and emotions of a person. There are eight ‘basic’ facial emotions: Surprise, interest, joy,
rage, disgust, shame and anguish. The facial expressions of these emotions are universal.
According to Richard Denny, the face can create more than 7000 expressions.

Facial expressions of a listener provide a constant feedback to speaker during oral

communication. They are instinctive, spontaneous and, to a large extend, are beyond the
control of human beings.

Eye Contact:

Eye Contact plays an important role during oral communication. Stress is always laid on
continuous eye contact between the speaker and the listener because it tells whether the
speaker is sincere and also the listener is interested.

A good eye contact leads to an effective communication. It is a means of gaining

feedback from the listener. The speaker can change, modify and reframe the message based
on the feedback by receiver through the eye contact.

The eyes express a great deal about the character and attitudes of a person. They convey
various intended and unintended messages. They disclose true moods, state of health and
personality of a person. They can express various emotions like intimacy, concern, joy,
curiosity, affection and love, attempt to fake etc.

Proxemics:

It is a study of the way a person uses the space around him. The perception and use of
space varies across cultures. There are four different zones used by a person, during the
process of communication. They are as follow.

i. The intimate zone-(0-1.2ft.): This zone starts from personal touch and extends
just to 1.2 feet. It includes members of the family, relatives and very close
friends. The example is communication between mother and baby.

ii. The personal zone-(1.2-4ft): This zone stretches from 1.2 feet to 4 feet. Close
friends, colleagues, peers etc. Fall under this zone. The communication is mostly
informal and casual.

iii. The social zone-(04-12ft): This zone extends from 4 feet to 12 feet. A person
uses this space mostly for formal purposes. Most of the business communication
is done in this area. The communication in this `zone is dominated by reason and
planning. It is therefore the most important spatial dimension in business.

Fundamentals of Communication
Notes Compiled by- Dr. Khushbu Trehan
 iv. The public zone-(12 ft-25 ft): This zone is mostly used for public speaking. The
communication in this zone is more formal than in social zone. The speaker has to
raise his/her voice in order to be heard by a much larger group than in social
space. This zone is useful to make important announcements or to address a large
number of people.

Chronemics:

It is the study of use of time in non-verbal communication. In this competitive world,

everyone is sensitive and concerned about his use of time. Therefore, time is a powerful
communication tool. Completing a work within a specific recommended time
communicates sincerity, hard work and reliability; whereas frequent late coming and
absenteeism communicate laziness, disinterestedness and unreliability of the employee.
Most of the non-verbal communication by the chronemics depends on ‘late’ or ‘early’
arrival and departure time.

Paralanguage-

The non-verbal aspects of spoken word are known as paralanguage. It distinguishes

the verbal message from vocal message. It depends on the various aspects of a person’s
voice like pitch and volume. It is also concerned with the different qualities of speech like
speed, rhythm, pronunciation, accent, tone and stress.

i. Volume is the loudness or softness of the voice. It can be adjusted to the number of
persons on the audience and the distance between the speaker and the listeners. The
volume of voice indicates the speaker’s confidence level: a well prepared speaker is
clearly audible to the audience.

ii. Pitch is the high or low note of the voice. A high pitched voice is often unpleasant
and suggests immaturity and emotional disturbance. It is better to begin softly, in a
low pitch and raise the volume and pitch as required.

iii. Speed is a cultural habit and is partly influenced by emotions. Rapid speech indicates
excitement; we speak faster to tell an interesting story, and reduce speed to explain a
difficult idea.

iv. Pronunciation means uttering the sound of a letter or word. Pronunciation should be
correct and clear. It indicates the carefulness and consideration for the audience of
the speaker.

Fundamentals of Communication
Notes Compiled by- Dr. Khushbu Trehan
 v. Accent is the way a person pronounces the words. Every language has its own accent
and intonation. Good accent in a language can be learnt by listening to the native
speakers of the language.

vi. Tone is the way voice sounds that shows the speaker’s feelings. The tone of voice
can send positive or negative signals. There are different types of tone like
authoritative tone, aggressive tone, hurt tone, sarcastic tone, sympathetic tone and so
on.

vii. Stress is the degree of force or loudness with which a word or a part of a word is
pronounced. Stress laid on a particular word in a sentence can change the meaning
and implication.

Channels of Communication

In an organization, communication flows through some specific patterns. These specific

patterns are called as channels of communication. There are two main channels of
communication in an organization - Internal communication and External communication.

EXTERNAL COMMUNICATION

The communication of an organization with the outside world is called as external

communication. It is subdivided into two different types.

Outward:
It includes all the messages sent by the organization to customers, suppliers, government
departments, banks, mass media and general public. They are in the form of letters, reports,
advertisements, e-mails, brochures, telephone calls, personal visit, etc. Every organization is
careful about outward messages because they create goodwill with concerned parties in
business. They also build a good public image of the organization.

Fundamentals of Communication
Notes Compiled by- Dr. Khushbu Trehan
 Inward:
It includes all the messages received by the organization from outside. They are in the form
of letters, e-mails, telephone calls, reports, orders from customers, circulars, journals,
magazines, etc. All these messages have to be registered, studied upon, replied to and filed
for future reference.

INTERNAL COMMUNICATION

The communication that takes place within the organization is called as internal
communication. Every organization has an organizational pattern to carry out its activities.
The communication in the organization flows through this pattern. These can be Formal or
Informal. The formal internal communication can be subdivided into two types depending
upon the flow of the communication.

I- Vertical Communication
II- The communication between the superiors and their subordinates is called as vertical
communication.
It can be again subdivided into two types-

Downward Communication

Upward Communication

Downward Communication:

The communication from superiors to the subordinates is downward communication. It

flows from the higher authorities to the lower levels in the organization. It can be written in
the forms of letters, circulars, notices, etc. It can also be oral in the form of face to face
talks, meetings, etc.

Advantages-

a) Connection between Seniors and Juniors: Downward communication is helpful for

keeping a connection between seniors and juniors. The seniors can keep a check on the
juniors’ activities. Seniors can also give juniors guidelines and instructions about the job.
The proper guidelines sent through the formal channel help the employees to carry out the
tasks competently and efficiently.
b) Motivation for Employees: Downward communication helps to motivate employees for
Fundamentals of Communication
Notes Compiled by- Dr. Khushbu Trehan
 better performance. Proper encouragement and praise motivates the employees to perform
effectively. Motivational gui9dence also helps them to overcome their weaknesses.
c) Discipline: The management can communicate the rules and regulation of the organization
to the employees by using downward communication. The lower level employees also come
to know that they are accountable to their seniors. This helps to bring about discipline in the
organization.
d) Efficient Labour-management Relations: Through downward communication, the
management can build good relations with the employees. In difficult times the management
can explain the problems with the employees. In good times, the management can share the
success of the organization with them. Thus the downward communication helps to build
relations with the employees.

Disadvantages-

a) Delay: The information transmitted through downward communication is always delayed

because of the long chain of it. Sometimes the message loses its significance because of this
delay.
b) Message Distortion: Due to the long chain, the message is modified and there are chances
of distortion of the message. Each person along the chain edits, filters and simplifies the
message for the easy understanding to the subordinate. This may again lead to the distortion.
c) Under and over communication: Under communication occurs when the senior takes
some things for granted and provides little information to the junior. In Over
communication, the senior gives a lot of additional information to the junior which confuses
him and he is not able to understand the actual message.
d) Resentment: Most of the time downward communication is dictatorial. The subordinates
have to accept the policies without questioning their relevance and utility. This leads to the
resentment on the part of the subordinates.

e) Fear of Authority: Since the workers are afraid of authority, they do not want to
communicate with their seniors. They are just interested in following the instructions given
to them. This fear can make the communication between the senior and juniors difficult.

Upward Communication:

Communication from the subordinates to the superiors is called as Upward

Communication. It can be oral or written in the forms of reports, letters, e-mails, face-to-
face conversation, meetings, etc.

Advantages:
Fundamentals of Communication
Notes Compiled by- Dr. Khushbu Trehan
a) Feedback: Upward communication provides feedback to the management about its policies
and rules. It also gives report to the senior about the performance of the subordinates in the
form of appraisal forms. The management takes the decisions about the promotion and
increment of the employees based on the information given in the appraisal form.
b) Democratic set Up: Upward communication encourages a democratic set up in the
organization because it allows employees to share their suggestions and opinions about the
procedures of the organization. Employees develop a positive attitude towards management.
c) Sense of Belonging: Through upward communication, the opinions of the employees are
listened and given due respect. This creates a sense of belonging in the employees.
Employees are motivated and they work hard for the progress of the organization.
d) Introduction to New Schemes: The management can introduce new schemes by involving
employees in the decision making process. If the employees have any objection, they can
intimate it to the management through upward communication.

Disadvantages:
a) Message Distortion and Delay: The message is edited and modified at each level of
authority. This results in the distortion of the message. The message is also delayed because
every person at each level takes his or her own time to read, edit and forward the message.
b) Negative Approach of Seniors: Almost all the seniors have a negative approach towards
their juniors. They do not want to listen to their juniors because of their ego.
c) No Fear of Authority: If the workers become too friendly or loses fear of authority, they
may not take the orders and instructions of the higher authority seriously and may become
irresponsible and apathetic towards their work.

II- HORIZONTAL COMMUNICATION:

Communication between the people at the same level of authority is called as Horizontal
Communication. It can be oral as well as written.
The main objectives of horizontal communication are as follows
a) Co-ordination: Co-ordination between different departments is possible only through horizontal
communication. This results into increasing the productivity of the people.
b) Problem Solving: People at the same level can come together and find out solutions to the
problems or to the disputes among themselves.
c) Information Sharing: Horizontal communication enables sharing of information among different
Fundamentals of Communication
Notes Compiled by- Dr. Khushbu Trehan
 departments. All the departments are informed about the activities, and progress of the organization.
d) Advice: People at the same level may give or ask for the advice about how to do a particular task or
job.
e) Support: People at the same level can share their problems with each other easily which results into
providing emotional and social support to each other.

Advantages:

a) Team Spirit: Horizontal communication improves the understanding coordination of the process of
equal status in the organization and thus leads to team spirit.
b) Elimination of Misunderstanding: In Horizontal communication employees are enjoying similar
status and are in similar circumstances; so they can exchange their thoughts and feeling freely with
each other. Thus it helps to eliminate prejudice and misunderstandings if any.
c) Time-saving: Horizontal communication is time-saving because managers and departmental heads
can organize meetings where they can discuss the problems, get solutions, decide policies, etc. It is
quick and smooth.

Disadvantages-

a) Class between Horizontal and Vertical communication: There might be a conflict between
horizontal and vertical communication because horizontal communication tends to replace vertical
communication. If Horizontal channel is given too much authority in decision-making, the powers
of senior may suffer. Too much of lateral communication makes the centre weak.
b) Barriers of Technical jargon: The use of technical jargon hampers the horizontal communication.
For example, misunderstanding might arise if production manager speaks in the technical language
to the accounts manager who is competent in economics.
c) Leads to gossip: Horizontal communication leads to friendly relations among employees, so they
may waste a great deal of time in gossiping.
d) Departmental Rivalries: Heads of all departments may try to emphasize the role of their own
departments in achieving organizational goals. This leads to department rivalries. This can mar the
ultimate goals of the organization.

III- GRAPEVINE COMMUNICATON

Grapevine is an informal channel of personal, unofficial communication which exits in

every organization in addition to the formal organized channel. It has no definite pattern or
direction though it is largely horizontal. It is a complex web of oral communication linking
all members of the organization in one way or the other.
Fundamentals of Communication
Notes Compiled by- Dr. Khushbu Trehan
 Advantages-

a) Informal relations: Grapevine helps to build informal, friendly relations among the
employees of the organization. Since grapevine move in any direction, people share their
joys and sorrows with each other.
b) Emotional relief: Grapevine communication gives an outlet to the feelings and emotions of
the employees. It helps them to relax as they are working. They get emotional relief when
they talk to their colleagues about worries, tensions and frustrations.
c) Quick Transmission: Grapevine spreads like a wild fire because people are too willing to
share information with eager listeners. It moves faster than formal communication.
d) Promotes team spirit: Grapevine communication builds informal relations among
employees and enables them to form a cohesive team positively affects the organization.
e) Feedback: Since grapevine communication is informal, people give their true opinions, so
the management can get true feedback about their policies or any sensitive issues in the
organization.

Disadvantages-

a) Distortion: Many a times, the message gets distorted in the grapevine communication as it
is usually a rumour.
b) Lacks Credibility: Since the message or information passed through the grapevine
communication is not fully true, people tend to add their own comments and observations to
make the news spicier. This affects the credibility of the information.
c) Lacks responsibility: In grapevine, communicator does not take the responsibility of the
message. Even the management cannot fix the responsibility on any one as grapevine
communication is neither documented nor recorded.
d) Wastes Time: Grapevine communication may lead to wastage of time. Since people enjoy
gossip sessions they may extend their lunch breaks and tea breaks by gossiping which
ultimately leads to fall in production.

BARRIERS TO COMMUNICATION

Barrier to communication:

Fundamentals of Communication
Notes Compiled by- Dr. Khushbu Trehan
Any blockage or hindrance that interferes with the effectiveness of exchange of ideas or
thoughts is called a barrier to communication. These hurdles do not bring satisfaction to the
discussion and can become a crisis if ignored. Recognizing and removing these hurdles are
very important and knowing the common barriers to communication is the first step towards
minimizing their impact.
Barriers are broadly divided into main categories, namely,

A. Physical Barrier/ Environmental Barrier

B. Mechanical Barrier
C. Linguistic or Semantic Barrier
D. Socio-psychological Barrier
E. Cross-cultural Barrier

I- Physical Barrier
Fundamentals of Communication
Notes Compiled by- Dr. Khushbu Trehan
 The physical and environmental barriers to communication are purely external and
usually not within the control of the persons engaged in communication.
Following are the various kinds of Physical barriers-

a) Physical disturbances
Distractions such as traffic noise, whistling, loud music, noise of construction
work, telephonic distractions etc. are physical barriers to communication.

b) Environmental stress
Excessive heat, cold, humidity etc. may disturb the concentration on the message.
The glare of the sun, lack of ventilation, overcrowding in trains etc affect the
process of communication adversely.

c) Personal problems of health

If the sender or receiver is suffering from fatigue, sleepiness, ill-health or pain in

any part of the body, he/she will not be able to send or receive messages clearly,
completely and efficiently.

d) Problems with speech articulation

Some people cannot communicate efficiently because they suffer from speech
defects such as stammering and lisping which may lead to difficulty in
articulating the message clearly or cause mispronunciation.

II- Mechanical Barrier

This barrier is a relatively modern barrier to communication that occurs because of

use of various instruments and machines for communication.
Following are the different kinds of mechanical barrier.

a) Non-availability of proper machines

Mechanical barrier arises from lack or absence of proper facilities or means of
communication. Lack of mass communication instruments like telephone, fax, radio,

Fundamentals of Communication
Notes Compiled by- Dr. Khushbu Trehan
 television etc. leads to mechanical barrier.
b) Presence of defective machines or interruptions
Telephones: defect in the instrument, connection problem, cross-connections, poor
network connectivity etc.
Television: Lack of clarity on picture or sound, loss of transmission, defect in the TV set
etc. Computer: Problems with the display, System crash, virus problems, poor or no
internet connectivity etc.
c) Power failure
Power failure is also a serious mechanical barrier because many instruments and
machines used for communication run on electricity.

III- Linguistic or Semantic barrier

Barriers to communication because of the language and its received meaning is called
linguistic or semantic barrier.

a) Inadequate or lack of knowledge of the sender’s Language

Lack of knowledge or partial knowledge of language impedes understanding and can

seriously affect communication.

b) Mispronunciation/ accents
Wrong pronunciation and pitch can distract the receiver and can be a cause of
embarrassment and amusement. For example, ‘snacks’ pronounced as ‘snakes’ or
‘hall’ pronounced as ‘hole’. Accent is also a great source of miscommunication. An
Australian may not understand what an Indian is trying to say even though both are
in English.
c) Misinterpretation
Language is very subjective. An innocent statement may be interpreted by the
receiver simply because the meaning assigned to a particular word. For example, the
statement “She is diplomatic.” can be a compliment because the word “diplomatic’ in
a positive sense means being wise and tactful. But if the receiver perceives the

Fundamentals of Communication
Notes Compiled by- Dr. Khushbu Trehan
 negative connotation of the word which means two-faced, misinterpretation occurs.

d) Use of Jargon
Jargon means the specialised words or expressions that are used by a particular
profession or group of people and are difficult for others to understand. Speaker has
to make sure whether his audience is aware of the technical words or jargon he uses
in the speech. Using too many jargons can put of the listener and he/she may stop
listening.

IV- Socio-Psychological Barrier

Socio-psycho barriers are created in our psyche (mind). The experiences of life
colour our perceptions of life. Since people have varied experiences, varied
perceptions are formed. Clashes of such perception can be a barrier in
communication
Some of the important socio-psychological barriers are listed below.

a) Status Barrier
Status brings to mind the idea of authority, group leadership, prestige, knowledge or
power. Society assigns different status to people according to his/her education,
financial situation or profession. For example, a doctor has more status in society
than a clerk or a receptionist. Likewise, in every organization too there is a particular
hierarchical structure wherein people have different degree of status.
People try to show off their status by isolating themselves from their subordinates by
showing them their sense of superiority. Thus, status creates artificial barriers
between such persons and their subordinates physically and emotionally.

b) Halo and Horn Effect

We have a love-hate relationship with people around us. We always trust people
whom we like or admire (people whom we perceive to have a halo) and believe in all
what they say. This is called the halo effect.
Conversely, we are mostly sceptical and distrustful of people we dislike or hate. This
attitude towards persons we dislike is called horn effect. Both the effects can be a
barrier to communication because in both case we are driven by emotions rather than
reasoning.

c) Closed mind
Fundamentals of Communication
Notes Compiled by- Dr. Khushbu Trehan
 A closed mind is a great barrier to communication. Narrow interests, limited reading
and poor intellectual and cultural background can cause a person’s mind to be
narrow. This limits the ability to change and take in new ideas, which in turn limits
our understanding of human nature and blocks a proper reception of message.

d) Prejudice
Personal opinions can act as a barrier to communication. Prejudice is a preconceived
opinion about a person because he belongs to particular group, class, status or
culture. Prejudices are based on feelings and assumptions rather than reasons or facts.
V- Cross-cultural Barrier

The communication gap created between people of different attitudes and beliefs
because they belong to different social, cultural and geographical background is
called cross cultural barrier. If we develop a feeling that only our beliefs, food habits,
dressing styles, festivals, social customs and traditions are right and others are
wrong, we can end up having lots of communication problems and bad relationships.
Some of the most significant differences are:

a) Language

The language of any group directly reflects their culture. Even among countries
that speak English like the British and the Australians, a word may not have the
same significance. Connotation of words differs in different cultures. For
example, when Japanese say ‘yes’ they mean,” I’m listening”. The American takes
it to mean “yes, I agree”. Negotiations are made difficult because of this.

b) Values
Values are our idea of what is good and what is evil; they form our basis of
behaviour and action. Notions of good and bad may differ from culture to culture.
For example, Behaviour expected from women is different from what is expected
from women in western cultures.

c) Concept of Time

Concept of time is perhaps one of the most troublesome experiences that causes
barrier in cross-cultural communication. For some cultures, ‘time is money’ and is
more important than personal relationships: for others, time is subordinate to
relationship. As a result of conceiving time differently, work behaviour and social
behaviour styles vary greatly. In India, and other eastern country, lack of
punctuality and not functioning to the schedule is almost normal; in Western
countries arriving late for the meeting is one of the worst things you can do.

d) Concept of space
Concept of space has an important effect on behaviour and the distance between
Fundamentals of Communication
Notes Compiled by- Dr. Khushbu Trehan
 two speakers during conversations. In some cultures, speakers stand close enough
to touch them while in other they maintain distance to denote respect. People in
South Asian countries like India and Srilanka, maintain less inter-personal
distance.

VI- Organizational Barrier

a) Hierarchical Barrier
In every organization, there is a hierarchy maintained for its smooth functioning.
Most of the times the hierarchy is so rigid that the message moves up and down
the ladder only through one immediate superior or immediate subordinate. There
is no contact between the highest and the lowest level employees. Such a network
may be misused by the middle persons and biased information may be passed on.
In such situation, especially in large organization, people become frustrated and
may develop apathy towards the organization.

b) Filtering
Filtering means that the sender of a message manipulates information in such a
way that it will be more favourably seen by the receiver. A manager, for example,
likes to tell what he feels his boss wants to hear, in this process he is filtering
information. The net result is that the man at the top never gets objective
information.

c) Slanting
A slant means a bent. In slanting the communicator tends to give a bend to a
message according to what he perceives. He does not look at things objectively
but interprets it according to his own prejudice. Whenever slanting takes place one
does not get a clear picture of reality and the message is reported wrongly. Slang
may be done consciously or unconsciously.

d) Withholding of information
Withholding of information involves suppression of information because of self-
interest and jealousy or taking credit of other’s idea or work.

e) Over dependence on Written communication

Excessive dependence on circulars, bulletins, notices and letters can lead to
Fundamentals of Communication
Notes Compiled by- Dr. Khushbu Trehan
 communication failure. Many of the time the messages are not read properly
which may cause loss of important information.

f) Information overload
In an organization, the information flows from all direction. Managers are at
different centres of information. They have to pick and choose the information and
pass it down or upwards or horizontally. These messages may need some careful
editing. If the manager is bombarded with information, he may not be able check
the errors of all the messages and may forward it which can lead to
communication barrier.

Fundamentals of Communication
Notes Compiled by- Dr. Khushbu Trehan