COMMUNICATION – I:Types of Communication, How to Improve Communication

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Introduction To Public AdministrationMGT111

LESSON 37

COMMUNICATION I

At the end of the lecture students will be able to:

- Understand the process of communication;

Understand what is effective communication and

Understand barriers to communication in organization.

The Communication Process

In our every day life we are communicating or sharing information and ideas. Sometimes we

understand what the other person is saying sometimes we misunderstand. And misunderstanding can lead

to differences, conflict or grievances etc. How communication affects our life and working in organizations

is explained through example:

Example: Most of us are familiar with the game of "telephone," in which one person whispers a

message into the ear of another, who whispers the message to the next person, and so on. Inevitably, when

the last person says the message out loud, it is quite different from what was first whispered in the ear of

first person.

This example of "Telephone" illustrates numerous complexities in the communication process. We

will highlight three such complexities in the communications model which will be presented to you. In

figure 1 we have tried to show that (1) communication takes place in relationship between a sender and a

receiver, (2) communication can flow in one direction and end there and (3) message can elicit a response

which is formally known as feedback-from the receiver. What do we interpret from the figure? The figure is

explaining to us that in a simple flow (transmission) of information from one person to another person, it is

the feedback which tells us if message is correctly received or not .

A Model of Communication

Figure 1

Transmit

Message

Receive

Sender

Receiver

Encoding

Channe

(Source)

(Target)

Noise

Transmit

Feedback

Receive

We must remember we are being flooded with communication everyday, when we watch

advertisements on T.V., boards etc. All advertisement is sending out messages of different kinds and we are

being bombarded with information.

We will now see each component of the figure separately:

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The sender

The sender (source of the message) initiates the communication with some purpose. In an

organization, the sender will be a person with purpose for communicating message or instruction to one or

more people in organization.

The Receiver

The receiver is a person whose senses perceive the sender's message. The message can be in words

, symbol, gesture etc. There may be a large number of receivers, or there may be just one. The message must

be crafted or designed with receiver's background in mind.

Encoding

Encoding takes place when the sender translates the information to be transmitted into a series of

words, symbols etc. Encoding is necessary because information can only be transferred from one person to

another through representations of words or symbols etc.

Decoding

Decoding is the process by which the receiver interprets the message and translates it into

meaningful information. It is a two-step process. The receiver must first perceive the message and then

interpret it. Decoding is affected by the receiver's past experience, knowledge, position in organization etc.

Noise

Noise is any factor that disturbs, confuses, or otherwise interferes with communication. Noise can

arise along what is called the communications channel, or method of transmission (such as air for spoken

words or paper for letters) or external or internal (as when a receiver is not paying attention). Noise can

also be referred to as "barriers" to effective communication.

Feedback

Feedback determines whether the message received by the receiver was understood in the manner

in which the sender wanted to convey the message. And that there is no misunderstanding and

misinterpretation of message.

Types of Communication

Communication can be following two types:

1. Formal (written): letters, memos, reports, any document in organization

2. Informal: unwritten, word of mouth, gossip, exchange of information in the informal groups

etc.

Other Types

Other types of communication are:

1. Verbal: Instructions, discussions etc.

2. Non-verbal: gestures, dress, body language, a frown, smile, twitch nose etc.

Interpersonal Communication

We have to understand the difference between communication in general and interpersonal

communication. Interpersonal communication is the communication that takes place between and amongst

individuals. The process of communication in interpersonal communication is same i.e. sender,

transmission, receiver, feedback etc. The message must be understood clearly and without any

misunderstanding.

How to Improve Communication

Communication, whether interpersonal or general can be improved significantly, if barriers to

communication are understood well. How well, those communicating deal with four aspects of the

communications.

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These following measures are also referred to as "barriers" to communication:

Differences in perception;

Emotional state;

Inconsistencies between verbal and non-verbal communications, and

Trust (or distrust) between communicating parties.

Differences in Perceptions

This is one of the most common communication barriers. People who have different backgrounds

of knowledge and experience often perceive the same phenomenon from different perspectives. Suppose

that a new supervisor compliments a worker for his or her efficiency and high-quality of work. Some may

see this praise due to workers' "nice behaviour" to the supervisor. Language differences also are often

closely related to differences in individual perceptions.

Emotions all State

Emotional reactions like, anger, love, defensiveness, hate, jealousy, fear, embarrassment etc.

influence how we understand others' with our own messages. When we are in intense emotional state the

message can be mis-interpretation can misunderstood. If employees are behaving aggressively or sullenly,

managers should get them to talk about their concerns and pay careful attention to what they say.

Inconsistencies between Verbal and Non-verbal Communication

The messages we send and receive are strongly influenced by such nonverbal factors as body

movements, clothing, the distance we stand from the person we're talking to, our posture, gestures, facial

expressions, eye movements. Suppose while a manager is using word of praise but has frown on the face, a

confused message will be conveyed.

Trust (or Distrust)

A receiver's trust or distrust of a message is, to a large extent, a function of the credibility of the

sender in the mind of the receiver. A sender's credibility is affected by circumstances in the context in which

he or she sends the message. In here the history of a work relationship comes to bear on communication, in

terms of promises kept and broken. For example: a manager asks workers to complete certain task and

output in a given time frame and promises to pay bonus. But when the workers finish the task and output in

a given timeframe and are not paid bonus, distrust develops.

The Importance of Effective Communication

Effective communication provides a common link for the management processes of

planning, organizing, leading, and controlling and

Manager's time is spent largely in communication with employees, supervisors, suppliers,

or customers. There effective communication skills of managers are very essential to get

the work accomplished.

Concepts

Sender:

A person who sends message.

Encoding:

An idea, message etc. to be conveyed to the receiver is translated in

words, symbol, picture etc.

Decoding:

Deciphering or interpreting the message that is received in the form of

words, symbols or picture etc.

Noise:

In communication "noise" is anything that leads to misinterpretation of

the original message.

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