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Management Communication

G.Jitendra Kumar

102 MANAGEMENT COMMUNICATION

UNIT - I

Introduction:

Communication is the process by which we exchange meanings, facts, ideas, opinions

or emotions with other people. It is an essential condition of our existence and the most important activity

of ours.

The word communicate has been derived from Latin word communis or communicare

that means share or participate

verybody !nows that most of the time, through speech or writing or any other means li!e

exchange of common set of symbols" we are sharing information with other human beings. It is, therefore

first and foremost, a social activity. #an is a social animal has to communicate .$ence the importance of

communication for every human being.

In today%s dynamic environment, information is the life blood of business. Information based

systems such as #I& '#anagement Information &ystem(, )&& ')ecision support system( and &I&

'&trategic Information &ystem( all rest on communication.

DENIFITIONS:

Communication is a process of passing information and understanding from one personto another. * +eith )avis

Communication is any behavior that results in an exchange of meaning

The -merican #anagement -ssociation

Communication may be defined as giving, receiving, or exchanging information opinions or ideas

by writing, speech or visual means, so that the message communicated is completely understood by the

recipients.

Business

-n organiation or economic system where goods and services are exchanged for one another or

for money. very business re/uires some form of investment and enough customers to whom its output

can be sold on a consistent basis in order to ma!e a profit.

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------- Sri Kalahastiswara Institute of Information and Management Sciences - GJK

UNIT-IMBA 1stSemester

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Business Communication: The process of establishing a common understanding between or among

people within a business environment

Characteristics of Effective Business Message

ffective business message have a number of common characteristics

!rovide "ractica# information0 1usiness message usually describe how to do some thing, explain

why a procedure was changed, highlight the cause of a problem or possible solution, discuss the

status of the pro2ect, or explain why a new a piece of e/uipment should be purchased.

$ive facts rather than im"ressions: 1usiness messageuse concrete language and specific details

Information must be clear, convincing, accurate and ethical. 3ou must present hard evidence 'not

2ust opinion( and present all sides of an argument before you commit to a conclusion.

C#arif% and condense information0 1usiness message fre/uently use tables, charts, photos or

diagrams to clarify or condense information, to explain a process, or to emphasie important

information.

State "recise res"onsi&i#ities0 1usiness messages are directed specific audience. Therefore, you

must clearly state what is expected of, or what you can do for, that particular audience.

!ersuade others and offer recommendations: 1usiness messages fre/uently persuadeemployers, customers, or clients to purchase a product or service or adopt a plan of action.

Benefits of Effective communication:

The most successful organiations understand that if they are to be successful in today%s

business world, good communication at all levels is essential. $ere is a useful point to remember the

benefits that individual employee and the organiation can achieve from effective communication

Stronger decisionma!ing and problem solving

Upturn in productivity

Convincing and compelling corporate materials

Clearer, more streamlined wor!flow

Enhanced professional image

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Sound business relationships

Successful response ensured

Need for Communication0

&ociologists describe human beings as social animals. -s members of society, they have to

constantly interact with their fellow beings. They have feelings, emotions, li!es and disli!es 4 all of which

they have to convey. In other words, what ever the environment in which they are placed, they have to

build lin!s and establish relationships.

The need for communication arises from their desire to express themselves in a meaningful manner

)esire for communication varies from person to person and time to time.

Evo#ution of Communication:

The art of communication is as old as man!ind itself. It is, in fact, older than the written word or even the

spo!en word. $uman beings learnt to communicate much before they learn to &pea!, read or write. That is why

communication is not uni/ue to human beings. Communication encompasses all living beings and pervades the

animal world as well. 1irds and animals also communicate. The sounds they ma!e carry meaning. The chirping of

the birds, the roaring of the lions, the hissing of the sna!es, the whining of the dogs, are often meant to be

expressive.

!rinci"#es or characteristics of communication

' (n integra# "art of organi)ationa# "rocess :

)ecisions of the managers are conveyed to the subordinates of different ran! and file by the

superiors. Communication control coordinates them for proper wor! performance. Thus, communication

is a part and parcel of organiational function and so an integral and inspirable part of business.

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* Direct su"ervision0

)irect supervision is a principle of organiation which facilitates immediate feedbac! to

!now the responses or reply of the receiver of communication. #anagers are personally involved in the

entire process of communication. Interaction helps the managers to the subordinate%s suggestions, wor!related problems and help them solving.

+ T,o- ,a% communication0

In earlier days communication is concerned with only given orders and instructions. In this

it is the function of the manager to direct the thing. It is only oneway communication. Communication

process is not complete and effective if it is simply downward movement of message from superior to

subordinate. 1ut it should be twoway traffic which implies both transmission and reception.

Informa# communication0

The existence of informal organiation should be recognied which is a powerful media of

communication. In every organiation there exists good networ! of informal groups. It is also called

grapevine which indicates informal means of circulating information or gossip. It is called informal

communication, because it grows up spontaneously from personal or group interest. It does not maintain

superiorsubordinate relationships.

. /istening:

Listening is a process of receiving message in the form of symbols, interpreting, and responding to

the message received. The essence of communication is listening. Communication is not effective unless

the person at receiving and listens effectively. Listening is an art which re/uires more patience, mental

effort.

0 1esu#ts and cause0

fficiency and effectiveness are the results" it is resultoriented. &ound communication is the result of

efficient management but not the cause of it.

2 C#arit%:

The basic principle in communication is clarity. Clarity in communication implies that message

transmitted should be capable of being understood by the recipient rather than misunderstood. 5nfamiliarand superfluous words should not be used. &imple and familiar words are to be selected to present the

message.

3 S"ecific:

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Communication should be specific and each specified piece of message should deal with a single

sub2ect at time. #ultiplicity of sub2ect creates a problem of confusion and misunderstanding which is

dangerous and unproductive to organiation.

4 5onest% in communication:

The principle of uprightness and honesty of purpose in communication is very essential. -ll manageria

communications should lend to a true and correct understanding in information or message to ensure effective

coordination among various organiational activities for smooth wor!ing.

'6 Interna# and E7terna#:

Internal communication is a process of transmitting matters to the people wor!ing inside the

organiation. It is giving orders, instructions, directions, suggestions, public note.

xternal communication is also e/ually important to provide lin! between the organiation and the

external world. xternally, an organiation has to communicate with outside publics li!e customers

shareholders, dealers, government departments, investors, complaints etc.

Factors res"onsie for gro,ing im"ortance of communication 8or9

Communication changing in ,or "#ace

It has been identified that about nine tenths of managers% time is spent in communicating, one way or

other. That is why modern management education stresses the importance of communication given below

are some of the factors responsible for growing importance of communication.

' (dvance Techno#og%0

Today we have a variety of technological tools to help us to communicate faster, more fre/uently

and across an increased range. The internet, email, fax message, voicemail, teleconferencing, video

conferencing and wireless devices have transformed the way people communicate, with every phone call

or email your communication s!ills are revealed for every one to see.

* $#o&a# communication0

#ore and more businesses are now wor!ing on a global scale across national boundaries

#any people now wor! for multinational companies, and today%s wor! for all over the world now

includes increasing numbers of people from different ethic bac!grounds. If you are to communicate

effectively in this environment, you must understand other people%s bac!grounds, beliefs and characters.

+ Information (ge:

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(ccording to Organi)ation Structure:

Forma# communication0

Towards ensuring communication on an ongoing basis, organiations develop formal

systems. &taff meetings, unionmanagement branch manager conferences, periodical sales review

meetings and customers% meets are examples of forums that facilitate formal communication. 9ormal

communication generally follows a welldefined hierarchical pattern and periodicity.

Informa# communication0

This type of communication ta!es place in an unstructured manner and outside the formal forums

Informal communication wor!s well in smaller, loosely !nit organiations. It is used more often in situations where

there are no rigid hierarchical tiers. Informal communication ta!es place through charts, conservations, informal

tal!s.

(ccording to ;a% of E7"ression:

Ora# communication0

7ral communication refers to spo!en word. It ta!es the form of sounds and words. It has

developed across different regions, cultures, continents, countries. The development of numerous

languages across the world has empowered oral communication. 7ral communication plays a vital role in

everyday life, both for individuals and organiations. It is indeed the most commonly used methods of

communications both at social level and at organiation level. 7ral communication is also referred to as

verbal communication.

;ritten communication:

It is another powerful method of communication. $istory is repeat with instances where a piece

of writing was involved in events of great significance 4 in love, war, peace, unions, betrayals. The power

of writing is elo/uently expressed in saying The pen is mightier than the sword . 6ritten

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Forms of

Communication

According to structure

of Organization

According to

direction of flow

According to

Way of expression

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communication has come to ac/uire great significance in the lives of individuals as well as business

organiations. It reaches across vast geographic areas and targets readers around the world.

6ritten communication creates a record and can be preserved unli!e oral communication, written

communication ta!es time to reach the target.

Non-ver&a# communication0

The third method of communication relates to nonverbal communication which is neither oral nor

written. 6hile oral communication thrives on listening and the written communication thrives on reading,

the nonverbal communication thrives on observation. 8onverbal communication may ta!e any of

following forms.

1ody language

:estures

;ostures

-ppearance

&igns and signals

9acial expressions and personal behavior

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Signs, signals and symbols:

&igns, signals and symbols have come to ac/uire considerable significance in world of

communication.

- sign is a mar!ed trace on a surface or an ob2ect with a view to indicate particular meaning. It

may be a piece of paper, wood or metal that has writing a picture on it, and which gives out information

instruction or warning. It may also be a gesture a movement or sound to convey something specific.

.g.0 sign of blessing 4 priests and elders a convey their blessings by placing their hands on

heads of people bowing to them.

&ign of victory 4 - player raise two of his fingers in a

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structure. The process of communication to be complete and effective should encompass all these levels

and tiers. 5pward communication is one which moves upward from bottom to top level in hierarchy.

.g.0 supervisor manager executive chief executive

? ? ? ?

mployee supervisor manager executive

Do,n,ard communication0

)ownward communication moves from top to bottom i.e., from C7 downwards. It travels

through senior executives to 2unior level functionaries, from controlling office to branch, from head of

division to head of unit. Corporate goals, business priorities, motivation letters, wor! related instructions,

news letters from C7 @ general managers% des! all typical examples of downward communication.

.g.0 chief executive executive manager supervisor

A A A A

xecutive manager supervisor employee

/atera# communication0

Lateral communication generally ta!es place in organiation and is neither upward nor downward

It proceeds in a horiontal manner and ta!es place among e/uals at peer level. It may also describe as peer

level communication. -ny communication that ta!es place, orally or in writing, from one branch head to

other, from one division head to other, may be described as lateral communication.

Diagona# or Cross,ise communication:

)iagonal or crosswise communication ta!es place when people wor!ing at the same level interact

with those wor!ing at a higher or lower level of organiational hierarchy and across the boundaries of

their reporting relationships.

Other T%"es of Communication

- part from the different methods and channels of communication. 7ne can also loo! at

various types of communication. Communication can be categoried into different types depending upon

the level at which it level ta!es place, the direction it ta!es or by its nature. &ome of the commonly

referred types of communication are.

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;ersonal communication and 1usiness communication

Internal communication and xternal communication

#ass communication

:lobal communication

Interactive communication

:rapevine

!ersona# communication:

;ersonal communication concerns communication that ta!es place between any two individuals, be

it in a family, group, community or even an organiation. It can ta!e the form of personal letters, personal

telephone calls, conservations, onetoone meetings or email messages. It is private in nature and there is

nothing official about it.

Business communication:

1usiness communication ta!es place to further goals of a business. It ta!es place among business

entities, in mar!ets places with in the organisation and between various groups of employees% owners and

employees, buyers and sellers, service providers and customers, sales persons and prospects and also

between people with in the organiation and press persons. -ll such communication impacts business.

Interna# communication0

Internal communication ta!es place with in the organisation or group among the people with in

among different group of employees and between employers and employees. Internal communication

serves to inform, instruct educate, develop, motivate, persuade, entertain, direct, control and caution

people in organiation. 6hen a personal letter is written at an official address. 1esides, writing the name

of addressee, the envelope is superscripted private or confidential to convey nature of communication

E7terna# communication:

5nli!e internal communication, external communication flows outward. It addresses people

outside the organiation li!e prospective customers, competitors, public, press, media and government.xternal communication can ta!e place in various ways and through different channels. Letters, notices

broachers, demonstrations, telephone calls, business meetings, press release, press conference, audio

visual presentations, publicity films.

Interactive communication:

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Interactive communication is essentially a twoway process. It ta!es place through meetings

conferences, teleconferencing, multimedia presentations group discussions and other such active twoway

exchanges. Interactive communication is most appropriate when the message or sub2ect is to be presented

at length. .g. In practical sessions, case discussions and strategy formulation.

Mass Communication0

#ass communication is distinctive in view of its scale. ssentially it addresses a large mass of

people. ;ublic spea!ing, newspapers, magaines, and 2ournals, radio, television, dotcoms etc.

$ra"evine:

:rapevine is a !ind of informal communication that prevails in organi=eation and business

The source of such communication may not be clear. It spreads by way of gossip and rumors. It travels

through informal networ!s and often travels faster than formal message.

E#ements of communication

The various elements of communication a briefly described to help you understand the process of

communication.

#essage

&ender

ncoding

Channel

Beceiver

)ecoding

-cting

9eedbac!

Message:

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It is information, written or spo!en, which is to be sent from one person to another. $ere the

person stands for the two ends of the system, and may represent an individual or a group of individuals, or

even electronic machines.

It exists in minds of sender 'communicator(

Sender:

The person who transmits, spreads or communicates a message or operates an electronic device is

the one who conceives and initiates the message with the purpose of informing@

persuading@influencing@changing the attitude, opinion, or behavior of the receiver 'audience @ listener(

The branch manager explaining new product lines to the sales force of a computer programmer

explaining a new programme to cowor!er accountant giving financial report to its superior all are senders

of communication.

Encoding:

ncoding is changing the message 'from its mental form( into symbols that is pattern of words @

gestures @ pictorial form of signs of a specific visual @ oral language. 6hile encoding a message, one needs

to consider what contents to include, how the receiver will interpret and how it may affect ones

relationship

Channe#:

This is the vehicle or medium which facilitates the sender to convey the message to the receiver

The choice of channel or medium 'written or oral( is influenced by inter relationships between the sender

and receiver. It also depends on the urgency of message being sent. 1esides one may consider factors such

as importance, number of receivers, costs and amount of information.

1eceiver:

- receiver is the targeted audience of message. The receiver gets the message, understands

interprets, and ties to perceive the total meaning of message as transmitted by the sender. Beceivers aretwo types intended and intended.

Decoding:

)ecoding means convert the symbol into message or attaching meaning to message. It is

reverse of encoding. )ecoding process has two steps.

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Beceiving the message

Interpreting the message

6e already !now the meanings already in the receivers mind but not in the message. The more thereceiver understand the message as per senders expectations the more effective willbe the communication

(cting:Communication manipulates the receiver to act in a desired manner. - receiver response action

shows that he has understood the message. 9inally the receiver completes the chain of communication by

responding the message.

Feed&ac:5ltimately the receiver reacts or responds to the communication sent by sender. The response

could be based on clear interpretation of the symbols sent or it could be based on misunderstanding or

misinterpretation of symbols sent. 6hatever the response of a receiver to a sender is called feedbac!

&ome feedbac! is nonverbal, smiles, signs, nods and soon.

Communication !rocess

Communication is a dynamic, twoway process that can be bro!en down into six phases.

. The sender has an idea. 3ou conceive an idea and want to share it.

D. The Sender encodes the idea. 3ou decide on the message%s form 'words, facial expressions,gestures, illustrations, and so on(, length, organiation, tone, and style 4 all of which depend on

your idea, your audience, and your personal style or mood.

=. The sender transmits the message. To transmit your message to your receiver, you select a

communication channel such as the telephone, a letter, an email or even a facial gesture. The

choice of channel depends on your message, your audience%s location, the media available to you,

your need for speed, and the formality re/uired.

>. The receiver gets the message. 5nfortunately, you have no guarantee that your message will

actually get through. The receiver may not hear you, or your email might get caught in an

antispam filter. In fact, one of the biggest challenges you%ll face as a communicator in today%s

crowded business environment is cutting through clutter and noise.

E. The receiver decodes the message. 3our receiver tries to extract your idea from the message in a

form that he or she can understand, a step !nown as decoding. If all goes well, the receiver

interprets your message correctly, assigning the same meaning to your words as you intended.

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F. The receiver sends feed&ac -fter decoding your message, the receiver has the option of

responding in some way. This feedbac! enables you to evaluate the effectiveness of your message0

9eedbac! often initiates another cycle through the process, which can continue until both parties

are satisfied with the result. &uccessful communicators place considerable value on feedbac!, not

only as a way to measure effectiveness but also as a way to learn.

1e aware that this is a simplified model" reallife communication is usually more complicated

9or instance, both the sender and receiver might be tal!ing at the same time, or the receiver might be

trying to tal! on the phone with one person while instant messaging with another.

Sender=s 1o#e

&electing the type of message

-nalying the receiver

5sing the youviewpoint

ncouraging feedbac!

Bemoving communication barriers

1eceiver=s 1o#e

Listening or reading carefully

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Channel

And Medium

Six-Phase

Process

Channel

And Medium

Six-Phase

Process

Phase 1:

Sender Has

an Idea

Phase 1:

Sender Has

an Idea

Phase 3:

Sender Transmits

Message

Phase 3:

Sender Transmits

Message

Phase 2:

Sender Encodes

Idea

Phase 2:

Sender Encodes

Idea

Phase 6:

Receier

Sends !eed"ac#

Phase 6:

Receier

Sends !eed"ac#

Phase $:

Receier %ets

Message

Phase $:

Receier %ets

Message

Phase &:

Receier 'ecodes

Message

Phase &:

Receier 'ecodes

Message

Situation

1

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G.Jitendra Kumar 1eing open to different types of senders and to new ideas

#a!ing notes when necessary

;roviding appropriate feedbac! to the sender

-s!ing /uestions to clarify the message

Functions of Communication:

Communication serves four ma2or functions within a group or organiation0 control, motivation, emotionaexpression and information.

Communication acts to control member behavior in several ways. 7rganiations have authority hierarchies and

formal guidelines that employees are re/uired to follow. 6hen employees, for instance for instances are re/uired to

first communicate any 2ob related grievance to their immediate boss, to follow their 2ob description, or to comply

with company policies, communication is performing a control function. 1ut informal communication also controls

behavior. 6hen wor! groups tease or harass a member who produces too much 'and ma!es the rest of the group

loo! bad( they are informally communicating with, and controlling the member%s behavior.

Communication fosters motivation by clarifying to employees what is to be done, how well they are doing and what

can be done to improve performance if it%s subpar. 6e saw his operating in our review of goalsetting and

reinforcement theories. The formation of specific goals, feedbac! on progress toward the goals, and reinforcement

of desired behavior all stimulate motivation and re/uire communication.

9or many employees, their wor! group is a primary source for social interaction. The communication that ta!es

place within the group is a fundamental mechanism by which members show their frustration and feelings of

satisfaction. Communication therefore provides release for the emotional expression of feelings and for fulfillment

of social needs.

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!unctions o(!unctions o(

CommunicationCommunication

ControlControl MotiationMotiation

EmotionalEmotional

E)*ressionE)*ressionIn(ormationIn(ormation

1!

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G.Jitendra KumarThe final function that communication perms relates to its role in facilitating decision ma!ing. It provides the

information that individuals and groups need to ma!e decisions by transmitting the data to identify and evaluate

alternative choices.

8o one of these four functions should be seen as being more important than the others. 9or groups to perform

effectively, they need to maintain some from of control over members, stimulate members to perform, provide a

means for emotional expression, and ma!e decision choices. 3ou can assume that almost every communication

interaction that ta!es place in a group or organiation performs one or more of these four functions.

The Im"ortance of Communicating Effective#%

:etting 2obs you want

:aining promotions

;roviding leadership

1eing productive on the 2ob

Belating positively to others

-ssuring success of your organiation

Communication Net,or

- networ! is a structured fabric of the organiation, made up of system of lines, or channels, which are

interconnected. Communication networ!s are those networ! channels or lines used to pass information serially from

one person to another. 6e can safely say that organiational communication is really the flow of information

through the networ!s of interrelated human roles. 7rganiational communication is made up of two types of

channels which are formal and informal.

- message coming from formal channel is !nown as formal communication and that coming through

informal channel is !nown as informal communication.

Forma# Channe#:

The formal channel as the very name implies, is the deliberately crated, officially created path for flow of

communication between the various positions in the organiation.

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G.Jitendra KumarIt is deliberate attempt to regulate the flow of organiational communication so as to ma!e it orderly and

thereby to ensure that information flows smoothly, accurately and timely to the points to which it is re/uired. The

officially prescribed communication networ! may be designed on the basis of a single channel or multiple channels

as follows0

Sing#e Chain:&ingle chain communication networ! exists between a superior and his subordinate. Communication

flows downward or upward through each successive level. Communication flow through the chain may be orderly

and easy to control but it is very time consuming. 6e find such a communication networ! in bureaucratic

organiations.

;hee#:In wheel networ!, all subordinates under one superior communicate through him only as he is hub of the

wheel. They are not allowed to communicate among themselves. Thus, there is no horiontal communication. In

this networ!, problem of coordination is main drawbac!.

Circu#ar:In circular networ!, the communication moves circle. ach person can communicate with his ad2oining

two persons. In this networ! communication flow is slow.

Free F#o,0 In this networ!, each person can communicate with others freely. In this networ!, communication flow

is fast but problem of coordination exists. This is followed in freeform organiation.

Inverted0 In this networ!, an individual is allowed to communicate with his immediate superior as well as his

superior%s superior. In the later case, the sub2ect matter of communication is prescribed. In such a networ!,

communication travel faster.

Informa# Channe# or $ra"evine:

The informal channel of communication, also !nown as Ggrapevine%, is the result not of any official action, but of

the operation of social forces at wor! place. :rapevine is more active when 0

. there is high organiational excitement such as policy changes li!e automation, computeriation etc., or

personnel changes"

D. the information is new rather stale"

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Chain

Whee

l

Circula

r

Free

Flow Inverted

1#

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G.Jitendra Kumar=. people are physically located close enough to communicate with one another" and

>. people cluster in groups along the grapevine, that is, they have trust among themselves.

:rapevine follows different types of networ!. 5sually, there are four types of pattern through which grapevine

travels. These are0

Sing#e Strand0 The individual communicates with other individuals through intervening persons.

$ossi" Net,or:The individual communicates non selectively.

!ro&a&i#it% Net,or0 The individual communicates randomly with other individuals according to the law of

probability.

C#uster Net,or0 The individual communicates with only those individuals whom he trusts. 7ut of these informa

networ!s, the cluster is the most popular.

-lthough grapevine informal tends to be orally, it may be in written from too. &ometimes, handwritten or

typed notes are also used. In the modern electronic office, grapevine messages typically are flashed on computer

screens, crating the new era of the electronic grapevine.

Barriers to communication

Communication is the lifeline of all business. -nything going wrong in it may cost the

organiation.

ach communication must be transmitted through an appropriate medium. -n unsuitable

medium is one of the biggest barriers to communication. &pecialists have serious studies of it and have

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Single

Strand

ossi

p

!ro"a"ility

Cluste

r

1$

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isolated certain factors that cause problem. It is in worth while having loo!ed at these causes of

communication brea!down.

1arriers hinders the flow of communication

The commonly experienced barriers to the communication are0

'9 !h%sica# Barriers:

a9 Noise:

8oise is the first and foremost barrier to communication. It means interference that occurs in a signa

and prevents you from hearing sounds properly. In a factory, for example, the continuous noise made by

machines ma!es oral communication difficult. In the same way some technical problems in a public

address system or a static in a telephone or television cable disturb the sound signal and affect

communication.

&9 Time > Distance:

Time H distance also act as barriers to the smooth flow of communication. If telecom and

networ! facilities are not available" people wor!ing in different shifts" faulty seating arrangements in hall

etc. These barriers need 2ust a little care to overcome.

*9 /ac of "#anning:

Communication is not a casual affair. 5nfortunately many people ta!e it lightly. The results

is that the message is to be sent across may not be carefully planned. There are innumerable examples ofpeople who would given an illplanned, longwinding lecture while a short presentations with tables or

graphs would be sufficient. &uch an event would turn into one of the miscommunication or mal

communication.

+9 Semantic "roems:

&emantic is the systematic study of meaning. &emantic barriers may occur if.

The transmitter and receiver assign different meanings to the same word or use different words for

the same meaning.

Interpretation of words

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I valuemy good name.

I got good valuefor my money.

6ords carry different shades or flavors to the transmitter and receiver

1ypassed instructions

.g. -n office manager handed to a new assistant one letter with the instruction,

Ta!e it to our stoc!room and burn it.

In the office managers mind 'and in the firms 2argon( the word burn meant to ta!e a copy on

company machine which operated by heat process. -s the letter was extremely important, he wanted an

extra copy. $owever, the puled new employee, afraid to as! /uestions, burned the letter with a lighted

match and thus destroyed the only existing one.

&emantic problems minimied only if we aim at clarity, simplicity so that the receiver gets the intended

meaning.

9 Cu#tura# Barriers0

Cultural differences often come up as communication barriers. 6e have to be especially careful

in this regard as now we have to operate in international environment. The same category of words,

phrases, symbols actions, colors mean different things to people of different countries or different cultural

bac!grounds.

.g.0 In us people love to be called by their first names while in 1ritain and to a large extent also in India

people li!e to be addressed by their last name.

.9 ;rong (ssum"tions:

Juite often we act on assumptions, without caring to see! clarification for them. 6e should

ma!e all possible efforts to maintain our goodwill and not act impulsively on assumptions.

09 Se#ective !erce"tion:

#ost of the factors listed above lead to selective perception. It means that the receiver selectively

see and hear depending upon their needs, bac!ground, motivation, experience and other persona

characteristics.

29 Fi#tering:

9iltering means that the sender of message manipulates information in such a way that it will

be seen more favorably by the receiver. - manager, for example, li!es to tell his boss what he feels his

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boss wants to hear. In this process he is filtering the information. The net result is that the man at the top

never gets ob2ective information.

39 Information over#oad:

5nchec!ed inflow of information very often becomes another barrier to communication

6hen people are bogged @down with too much information they are li!ely to ma!e errors, they may also

delay processing or responding to information @ message at least for sometime. -nd delay may become a

habit, cause serious communication problem.

49 !oor /istening:verybody !nows about the importance of listening but very few actually practice

patient, active and empathic listening. That is why so many communication problems grow up. ;oor

listening accounts for incomplete information and also poor retention.

'69 $oa# Conf#icts:

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Socio @ !s%cho#ogica# Barriers:

'9 (ttitude and o"inion:

6e react favorably or hostile according as the information is to our personal advantage or not

If a change in the policy of the organiation proves an advantageous to an employee, he welcomes it as

good, if it affects him adversely" he re2ects it as the whim of the director.

*9 Emotions:

6e can neither transmit nor receive anything correctly if our mind is agitated. motions play a

very important role in our life. - message received when we are emotionally wor!ed up will have a

different meaning for us than when we are calm and composed. -nger is the worst emotion and enemy of

communication.

+9 C#osed mind: 6e hold our opinion so rigidly that we 2ust refuse to listen.

9 Status @ consciousness:6e are over 4 consciousness of our lower or higher ran! and do not express

ourselves candidly.

.9 The source of information0 6e react according to the trust we response in the source from which the

communication originates.

09 Inattentiveness0 5nconsciously we become inattentive if the communication contains a new idea and

our mind refuses to respond to it.

29 Fau#t% Transmission0 Communication often suffer or gets diluted when message pass on from one

person to person in a series of transmission, a part of message is lost in transmission.

39 !oor retention:;oor retention of communication also act as barrier. &tudies show that employees

retain only EK of the information communicated to them, the rest is lost. 7ral message in particulars are

lost due to poor human retention. There from arises the necessity to repeat the message and use more than

one medium to communicate the same message.

49 Unso#icited communication:

5nsolicited communication has to face stronger barriers than solicited communication. I f I

see! advice, it should be presumed that I will listen to it. 1ut if a sales letter comes to me unsolicited, it is

not very sure that I will pay much attention to it.

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Barriers at sender #eve#:

( Lac! of planning

D( ( 5nshared and unclarified assumptions

E( )ifferent perception of reality

F( 6rong choice of channel

Barriers at receiver #eve#:

( ;oor listening

D( Inattention

=( #istrust

>( Lac! of interest

E( -ttitudinal clashes with sender

!& Not in a p'(sical state

5o, to overcome from communication &arriers:

( 7rientation

D( &uitable language usage

=( :ood listening

>( Clarity in message

E( 5se of grapevine

F( +nowing the receiver

M( Interpersonal communication

#& 9eedbac!.

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MC Unit-I 2012

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