Everything you need to know about the methods of communication.
Communication is a collective term given to the series of steps involved in sending and receiving of information between two or more people.
The person sending the message is called as sender while the person receiving the message is called as receiver.
Thus, communication may be defined as a two-way process in which participants not only exchange (encode-decode) information, views, ideas and feelings but also create mutual understanding and share common meaning.
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The methods of communication cab be studied under the following heads:-
A. Verbal Communication B. Non-Verbal Communication C. Gestural Communication.
Some of the methods of communication are:-
1. Oral Communication 2. Written Communication 3. Kinesics 4. Paralanguage 5. Proxemics 6. Signs 7. Actions
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8. Silence 9. General Behaviour and Attitude 10. Face-to-Face Talk 11. Orders 12. Instructions 13. Facial Gestures 14. Communication through Body Postures and a Few Others.
Methods of Communication
Methods of Communication – Verbal and Non-Verbal Communication
Different occasions require different types of communication. All communication cannot be of the same type and it cannot flow through the same means. All depends on who sends the message to whom and for what purpose.
A. Verbal Communication:
The term verbal communication means ‘words’. Human beings are the only species gifted with the use of words that make languages.
Words are the most accurate and powerful set of symbols. Thus, the common set of symbols are used between sender and the receiver in the process of verbal communication. The words may be spoken or written. The spoken communication is called oral communication. Communication conveyed through written words is called written communication.
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1. Oral Communication:
It is naturally the speech that precedes the writing. In the same way, people speak more before committing themselves into writing. This communication plays an important role in families and organizations and among friends, relatives, acquaintances, neighbours, etc. Miscommunication or ineffective oral communication can trouble the relationship and growth. It may take the form of speeches, discussions, debates, face-to-face talk, telephonic conversation, video conferencing, interview and chat.
It may be formal or informal. Oral communication would be effective if the principle of brevity and conciseness is observed. Mechanical devices used for oral communication include telephone, intercom, dictating machines, internal addressing system, internet, etc.
Aspects of Oral Communication:
a. Positives:
i. Saving paper work
ii. Reduction of message preparation time
iii. Saving stationery
iv. Powerful ness and persuasiveness
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v. Instant feedback.
b. Negatives:
i. Lengthy message
ii. Loss of legal validity
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iii. Scope for misunderstanding
iv. Limited retention.
2. Written Communication:
Messages put in black and white constitutes written communication. The written communication is binding on the organization and it constitutes as a documentary evidence. It can be in the form of notices, telex messages, circulars, reports, e-mail, and manuals. The components involved in written communication include the writer, the content, the language, purpose of communication, style adopted and the receiver.
B. Non-Verbal Communication:
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It is not necessary that communication is possible only through verbal means. Communication takes place without words, spoken or written. Many a research study has established the efficacy of non-verbal communication. It finds expression through gestures, postures, body movement and physical appearance. Messages are expressed through non-linguistic means. When a person refuses to speak or write, he can communicate non-verbally.
1. Kinesics:
The study of body movements is known as kinesics. Our body conveys several messages consciously or unconsciously. For example, raised eye brow indicates one’s surprise; creased forehead suggest worries; pursed lips shows one’s reservation to reveal one’s comment; yawning points to boredom; smile expresses one’s happiness while frown conveys one’s discomfiture or confusion. Face is the index of the mind. It can convey one’s anger, displeasure, grief, sincerity, cheerfulness and similarly other positive or negative emotions.
Researchers estimate that human face can display 2,50,000 expressions. In short, a face can serve as a window to express one’s emotions. It can be used to supplement verbal communication. Facial expression needs to be read in context. A smile may be sign of happiness, amusement or pleasure. When one sees a beaming smile on the face of the interviewer, one may feel that interviewer is happy with his performance or the latter is sarcastic of the performance.
When one observes a frown on boss’s face, one understands that he is not in good mood. There are some people who deliberately exhibit a different expression on the face. Suppose an employee is upbraided, it is natural for him to show his/her anger, but the latter holds back emotions as he/she knows exhibiting anger would cost his job/or privilege. Overall facial expression is important to a receiver’s perception of credibility.
Therefore, a speaker should radiate dynamism, interest and enthusiasm for high credibility rating.
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2. Paralanguage:
Performing the function of communication as a language without being a part of a language is called paralanguage. It does not consist of any words.
3. Proxemics:
The word proxemics is derived from the word proximity which means closeness. It is used with reference to space or territory. A lot of communication takes place non-verbally in the space one shares with the other.
Methods of Communication – Oral Communication, Written Communication, Signs, Actions, Silence, General Behaviour and Attitude
1. Oral Communication:
Oral communication is very frequently used by supervisors at the shop floor and by middle level managers. Top level executives, however, use it occasionally. The more commonly used forms are face-to-face individual conversations and group discussions, talks, verbal orders, telephones, public address systems, speeches at conferences, seminars and meetings.
Many executives regard oral communication as the most effective mode, since it not only saves time, but also provides a basis for better understanding. Especially, the face to face communication gives each party an opportunity to respond directly to the other. Disagreement, dissention, fear, tension and anger can often be eliminated by solving the problem on the spot.
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This give – and – take gives the participants a basis for clarifying their own position and getting a first-hand view of that held by others. In addition, face-to-face communication provides the sender with an opportunity to note body language, such as -gestures and facial responses and tone voice, thereby obtaining a more complete feedback than is available in any other form of oral communication. It has rightly been pointed out that how a person says something is often as important as what he says.
In spite of its advantages, face-to-face communication cannot be used on all occasions. While passing on information or orders to large number of persons or to persons situated at different places, face-to-face communication is not possible. Again, if the orders are to remain in force for a long time, it is not suitable. Further, as there is nothing on record, both parties may deny having said something.
Cohen has rightly observed that any communication which requires immediate feedback, where the reaction of the receiver is important, or where additional explanation may be needed, should be verbal or have a verbal component. Attitudes and feelings are best communicated verbally. Discussions of problems among colleagues and the whole field of informal communication, rely on verbal means.
Oral communication is direct and more personal. There is need for great care in choice of words and expressions. Managers should avoid premature announcements, use simple words and state the message slowly and distinctly. Since there is risk of misunderstanding, they should check that employee has understood correctly. Managers should be able to identify lack of concentration on the part of listener due to noise or disturbed mind.
2. Written Communication:
This label covers all communications on paper and its equivalent. Hand written memos, cheques, typed letters, telex messages, computer print-outs, manuals, newspapers, posters, books, drawings, graphs, bulletin-board items, organization hand books etc., are all regarded as – “written” in this sense. One advantage of such written communication is that it serves as permanent and reliable record, as the Chinese proverb says, “The palest ink is clearer than the best memory”.
Another advantage is that a written communication has to be precise and more carefully prepared than the oral one, as there is no opportunity for explanation. Thirdly, if a message has to go through many persons, writing provides protection against transmission losses and distortions. In fact, written communication is always preferred when a directive contains detailed instructions that are too lengthy to be conveyed through oral communications. It is invariably used for proposals, agreements, legal documents, policy statements, organization and procedure manuals, advertising and public relation announcements, and for many other important, matters.
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On the other hand, there are certain drawbacks of written communication. Although there is the opportunity to be precise and accurate in composing a message, one often comes across messages which are confused, ambiguous or not clear. This then requires written or oral clarification which, apart from being time consuming, may make the ultimate message expensive. Secondly, it tends to be rigid and may have a tendency to turn into red- tape.
Again, it is difficult to keep some forms of written communication up-to-date, for example, job descriptions and policy manuals. It is also claimed that formality is implicit in a written document. Such formality is often detrimental to good human relations. Lastly, there is difficulty in obtaining feedback. It is not automatically clear whether people have understood a written communication, and what their reaction to it is.
Writing is more difficult as it must make up for the lack of face-to-face contact. Managers should make good choice of words and be clear and unambiguous in their writing. Writing too much or too little is always dangerous since receiver may jump to wrong conclusions. Good writing demands skill, practice and command over language.
3. Signs:
Notices such as – “Danger”, “No Smoking”, “Handle with Care”, “Silence”, “Use Me”, “Misuse Me”, etc., are often ignored. Similarly, the uses of flags, coloured lights and mechanical devices also have limitations, since concentration is not always possible.
4. Action:
The sense of sight is about 87 percent effective, hearing seven percent and touch, smell, taste etc., only six percent. Actions speak louder than words – easily understood.
5. Silence:
Probably more suitable form of communication, but if misused, it is the most stupid form. Silence is effective and harsh when displeasure and disagreement is to be displayed. It is sometimes accompanied by facial expressions, when, for example, a clerk is asked to mark overtime. If the object is to confuse, silence will succeed as the chances of receiver choosing the correct interpretation are remote, for instance, a married man coming home late and being greeted by his wife with silence. Silence may indicate annoyance, disgust, indifference, hurt feelings, fear, suspicion, distrust, amusement, antagonism, etc.
6. General Behaviour and Attitude:
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Gestures and facial expressions have a definite meaning. For instance, socially accepted gestures such as – ‘V’ sign, changes in expressions like frown, smile, sour face, bright and cheerful face, etc., create tolerable or intolerable situation. General behaviour and attitudes differ on different occasions such as – at the time of funeral, wedding party, social function, declaration of the result, scuffle, accident, etc.
Methods of Communication – Verbal, Written and Gestural Communication (With Merits and Demerits)
Communication is central to all aspects of everyday life. Communication conveys a wide variety of ideas, thoughts, feelings and emotions with the words spoken or written as also use of the face and body postures.
There are following three modes of communication to express ideas, feelings and response to the communicator:
1. Verbal communication.
2. Written communication.
3. Gestural communication.
Gestural Communication Fits with both Verbal and Written Communication:
Gestures are used in verbal communication because we instinctively feel that words do not—indeed cannot fully express our ideas, thoughts, feelings and emotions. So our hands and face, in fact the entire body automatically jumps in to add meaning to the communication. In a written communication, too, the sender writing the receiver’s name, or concluding the letter by writing ‘with regards’ will give an intimate personal touch to the communication.
Method # 1. Verbal Communication:
Verbal communication is by far the most effective method to convey ideas, feelings, information, etc. It gives communication a personal, intimate touch. Moreover, in a verbal communication, the response of the communicate can be known and interpreted on the spot.
Methods of Verbal Communication:
i. Face-to-Face Talk:
Speaker and Listener Looking into Each Other’s Eyes:
Face-to-face talk between two or more persons impacts both-the speaker(s) and the listener(s). Each uses words that he thinks will create the maximum effect on the other(s). When persons look into each other’s eyes, the message impacts both the mind and heart of the listener(s). Face-to-face talk is the most common type of verbal communication.
The purpose of face-to-face contact is to convey and observe the response of a person to-
(a) An order,
(b) An instruction,
(c) A request,
(d) A suggestion;
(e) An information, or
(f) Observation.
An interview is generally for a discussion or conference. It is a two-way communication exercise, where each party makes statement about its position and seeks information or clarification about any doubt or confusion. An interview may be to seek suggestions about policies, programs, etc., or to test a candidate for job in the organization.
Guidelines for Holding a Successful Interview:
Certain guidelines need to be followed to make an interview fruitful. The first is that both parties to the interview should know its purpose—whether it is to seek suggestions for improvement of working of the organization or to select or promote a person for a job in the organization. In either case, each should know the relevant facts and information about the other.
The second is that the interview should take place in a relaxed atmosphere. The person being interviewed should get sufficient time to present all the facts that he knows. Evidently, this cannot be done if the interviewer, taking advantage of his position, adopts a domineering attitude and keeps harassing the person opposite by asking questions one after another without letting him complete the answer to a single question.
The third and last essential is to keep a meticulous record of everything that transpired during the interview.
Interviews can be of various types, for example:
(a) One-to-One Interview:
In one-to-one interview, there is visual and verbal communication between two persons. There is exchange of ideas and information and each person weighs the idea and information communicated to him and formulates his response based on his understanding and interpretation.
(b) Group Interview:
Also called group discussion, in group interview there is exchange of ideas and information between several persons. Each participant expresses his views on the topic under discussion and responds to the points made by others. He also has occasion to observe how effectively each participant influences others and clarifies and concludes the discussion.
(c) In-Depth Interview:
This is a kind of interview that is done to test suitability of a candidate for a job in the organization. The candidate speaks about his background and special interests to affirm that he is the best suited for the job.
(d) Stress Interview:
This is a means to test whether a candidate being interviewed for a job can keep his cool when asked questions that seek to make him lose temper, get confused or panicky or nervous. The interviewer may also interrupt the candidate and shoot a question even before he has completed answer to the previous question.
(e) Formal or Informal Interview:
In a formal interview questions are framed in advance and asked in a well thought-out order. In an informal interview, questions are asked randomly to measure the candidate’s preparedness.
(f) Panel Interview:
In this case two or more interviewers specialized in different fields, put questions to the candidate one after the other.
(g) Exit Interview:
Some organizations follow the practice of interviewing the employee after he has decided to leave his job. The interview may be conducted by his immediate boss or by Human Resource Manager of the organization. The purpose is to ascertain the reason why the employee is quitting and whether he will be agreeable to change his mind if offered an incentive. In any case, the information gathered during the interview can enable the organization to examine its personnel policies.
iii. Consultation with Friends, Colleagues and Experts:
Joint consultation between representatives of employers and employees is fast gaining in popularity. It is a measure of importance being given to an important factor of production—workers.
Joint consultation is a means to consult employees and make them party to decision-making in every matter that concerns them. It may cover a wide ground—from minor day-to-day problems to employees’ representation on the board of directors.
Joint consultation is a process through which the management and workers are brought face-to-face with one another to sort out mutual problems. It would be wrong to view it as an opportunity to express individual grievances.
iv. Communication Addressed to Employees, Shareholders and Public:
Public communication method is used to (a) Announce any policy decision to workers; or (b) Give lectures to workers as part of Employee Education Program, or (c) Inform the general public about policies and programs of the organization through a press conference.
Guidelines to be followed in Public Communication:
The following guidelines need to be observed to use public delivery system to good advantage:
(a) Proper Home-Work:
Before making any announcement to the public about a present or proposed policy decision of the organization, there should be careful collection, compilation and logical arrangement of all facts and information relating to the announcement. The presenter should be able to answer any question arising from the communication, whether while addressing a press conference or replying to SMS or e-mail queries.
(b) Audience Analysis:
While preparing a speech, the speaker should keep in mind the things that the audience would like or hate to hear. The aim should be to talk to, not to talk down, to the audience, thinking as though they do not understand anything and can be easily taken for a ride. And of course, there should be no talking over their heads such that they cannot make any head or tails about what is being communicated to them.
(i) Involves Little Cost in Terms of Time and Money:
Verbal communication does not cost much in terms of time and money. One just needs to be face-to-face with the person or pick up phone and speak to him to convey one’s ideas and feelings.
In verbal communication the sender and receiver of message are face-to-face, with listening to each other on phone. In a face-to-face contact, one finds it easy to understand and interpret each other’s message and respond to it. In any case, persons engaged in verbal communication can convey ideas and feelings and respond to each other immediately.
If talking on phone, one can express himself and respond judging the mindset of the person at the other end. To illustrate, an elderly person connects to a shop keeper who knows him well. The phone is picked by the shopkeeper’s son who has seen the caller but not well enough. He inquires in heavy voice about the identity of the caller but once the caller speaks his voice immediately mellows down and he greets the caller respectfully.
(iii) Creates Better Understanding:
In verbal communication, reaction and responses can be easily understood and interpreted. Likewise, queries, doubt, or misunderstanding can be explained at ease to mutual satisfaction of the concerned parties. Particularly for resolving a conflict or crisis situation, there can be no better method than face- to-face talk or speaking to each other on phone.
(iv) Better Receptivity to Verbal Communication:
If a man does not speak, his face will. In verbal communication, the communicator can easily know what effect his ideas, suggestions or instructions have had on the person facing him. Judging from his facial expression or response, he may rephrase his words to elicit the desired response. If on telephone, the voice coming from the other end would give enough indication about the reception to the idea or order communicated.
(v) Easy to Amend or Deny the Contents of Communication:
Because there is often no record of verbal communication, the sender and receiver can always backtrack on the message and response. An exception is when the receiver has installed electronic recorder to his phone – there is serious research being done to enable the caller and receiver to see each other on their phone to serve as proof that they spoke to each other. In the absence of record of conversation, the caller and the receiver are at liberty to modify or disown their communication and response.
As Henry Fayal puts it, “In dealing with a business matter or giving an order which requires explanations to complete, usually it is simpler and quicker to do so verbally, than in writing…. Wherever possible, contact should be verbal; there is a gain in speed, clarity and harmony.”
(i) Physical Distance between Parties:
It becomes difficult if the communicator and communicate are at places situated away from each other. Of course, telephonic conversation—which is also a form of verbal communication—can still be made, but it cannot be considered a reliable tool. In any case, if the distance between the two parties is long enough to be beyond even telephonic range, the chances of verbal communication become remote.
(ii) Not Suitable In Case of Long and Complex Message and Response:
If a message is too long, or meant to be communicated to a large number of persons, verbal communication may not produce the desired results. There is a limit to how long a person can speak or hear. The speaker’s throat may get parched after a time and even frequent sipping of water may not help to restore it. Hearing a droning sound for long may sap the message of interest and the receiver may become drowsy.
(iii) No Formal Record of Communication for Future Reference:
Verbal communication is unsuitable if a record needs to be kept of the message. For example, one cannot enter into service contracts, make policy statements or place purchase orders verbally. Every word of such messages, in fact even commas, may require interpretation later.
(iv) Open to Create Misunderstanding between Parties:
If the sender has insufficient knowledge of the language in which he communicates, he may use words and phrases that may later be misunderstood and misinterpreted. Do we not often hear leaders alleging that their speech is misquoted and torn out of context? Moreover, verbal communication is often marked by instant response and reaction which is often conveyed without much thought to its long range effects.
Method # 2. Written Communication:
A written communication is made up of words, symbols, diagrams, charts, drawings, etc.
In a business organization, it may be in any of the following forms:
A written order from a manager to his subordinate(s) is a part of the direction process of management. It denotes downward communication. An order may be general, specific or definite. Orders issued by top managers are of a general type. Within the framework of general orders, middle level managers prepare specific orders for onward transmission to supervisors working under them who, on their part, make and transmit definite orders to their respective subordinates.
To be effective, an order should be to the point and complete in every respect. It should clearly indicate what is to be done, how it is to be done, where it is to be done, and when and by whom it is to be done.
As far as possible, after communication of an order the subordinate should be asked to repeat it to confirm that he has understood it correctly.
The management function of direction requires a manager to guide and assist his subordinate(s) in performance of the tasks assigned to them. Particularly at the supervisory levels at the shop floor, issue of clear and specific instructions becomes necessary to ensure that workers engaged in basic activities perform their tasks according to predetermined standards.
A report means recounting or relaying information about an event after its proper analysis and with suggestions on how to tackle it. Reports may be classified as routine or commissioned, or reports concerning special events.
Whatever the nomenclature of the report, it should state its observations clearly and in simple language such that the reader does not need to consult a dictionary or an expert to make sense of it. Where necessary, the report should provide statistical and textual information and cross references to impart authority to observations in the report.
(a) Routine Report:
It is prepared periodically and according to established procedure. It is a regular means of communication. Annual reports on staff members, monthly returns of production and sales, reports on outstanding payments are some examples of routine reporting.
(b) Commissioned Report:
A report in respect of non-routine or unusual matters is called commissioned report. It is submitted by a person or persons who are formally made members of i committee. Persons appointed to report on a certain issue are usually experts in their respective fields. Example- Report on financial viability of a particular project; Extent and causes of indiscipline among the work-force, etc.
(c) Reports as Regards Abnormal Events:
Accident in factory, major machinery breakdown, or asset loss due to violence by workers, is each an instance of abnormal events. If the management appoints a committee comprising one or more persons to inquire into causes of such an event and suggest ways to prevent recurrence, the findings and recommendations submitted by the committee will be a report on an abnormal event.
The following are the main merits of written communications:
(i) Only Mode for Persons Separated by Geographical Distances:
If the sender and receiver are located at different places, and it is not possible to communicate ideas and information between them on phone, video-conferencing, e-mail, etc., because of lack of connectivity or power breakdown, written communication to be sent by speed-post will be the only means of communication.
(ii) Necessary in Case of Lengthy Messages:
In case the message or response is long, only written communication will incorporate the entire matter and its finer points for complete understanding by the receiver.
(iii) Enables Maintenance of Official Record for Future Use:
Where the subject-matter of communication is important and therefore needs to be preserved as record for the future, the communication must be in writing. Law courts do not accept recorded verbal messages as evidence—only record kept in writing is acceptable evidence for them.
(iv) Great Recall and Reference Value:
A written communication can be used and referred to for times without number and this will not erase or remove any part of it. So can be a recorded verbal communication but its repeated use and reference can erase or distort parts of it.
(v) Enables Meaningful Assignment of Duty and Delegation of Authority:
Assignment of duty and delegation of authority will become meaningful and effective only if it is communicated in writing. Verbal communication of the same will give the person an excuse to reduce the extent of his duty and increase the scope of authority.
(i) Tendency to Stretch Message Content:
When one puts pen to paper or has fingers on computer keyboard, one tends to go on and on. In the process, the communication becomes too long and wordy, at times even blurring or missing the main point to be conveyed. Recently, the Supreme Court returned a judgment to a High Court with direction to make it simple.
This is understandable because the distantly-placed receiver needs to be given a perfect understanding of the message communicated. But, in the process, the communication becomes too lengthy so that the main points to be conveyed are overshadowed, or even completely missed.
It is difficult to maintain complete secrecy about a written communication. Sometime or the other it may fall in the hands of those from whom it was intended to be kept a secret. Wiki Leaks are an example of how documents kept in extreme secrecy may be hacked and put on the public domain.
(iii) Not Possible to Amend or Withdraw:
Once a communication has been written or typed and transmitted, it becomes impossible to correct any word or phrase used in it or to withdraw it. It will be a document on record for reference by the receiver.
Method # 3. Gestural Communication:
A gestural communication is a non-verbal, non-vocal communication in which the communicator makes visible bodily actions to transmit a message in place of communicating it by word of mouth. Sometimes, a gestural communication may accompany a verbal communication.
Gestural communication is admission of the fact that words of any language cannot fully express all the ideas, thoughts, feelings and emotions. Gestures, whether by way of wave of hand, use of fingers, facial expression—rolling, shrinking or widening of eyes, pouting of lips, inflation or shrinking of nose, rolling of tongue, etc.—are used to give added meaning and effect to the communication.
Gestures may assume many forms. The dress one wears, the scent one uses, expression on the face (smile, scowl, sneer, smirk), the food prepared by spouse—all convey feelings, emotions, ideas or thoughts. Observe a politician addressing a meeting.
He will wave hands, curl eyebrows and lips, and move eyes—gestures to add emphasis to the point he is making. If the boss shakes hands with a subordinate or pats him on the back in full view of his fellow workers, it will delight him immeasurably.
Facial expression, like other bodily gestures, communicates a lot. A nod will indicate understanding, a frown or a wrinkle of the nose suggests a feeling of disgust or inability to understand the message. Emotions expressed through face convey many things – happiness, sadness, fear, anger, surprise, contempt, disgust, etc.
As far other gestures, rubbing of nose conveys rejection or doubt or an indication that the communicator is lying. Rubbing of eyes suggests doubt or disbelief. If the receiver has his head resting in his hands and with downcast eyes, it means expression of boredom and lack of interest in the message.
Communication through Body Postures:
There are certain body postures that, according to psychologists, suggest specific feelings and emotions. Thus, standing erect indicates self-confidence, and standing with hands on hips indicates readiness to act. Sitting cross-legged indicates disinterestedness or unwillingness.
Sitting with legs open indicates the person is relaxed and open to ideas. Arms crossed on the chest suggest a defensive posture; walking with hands thrust in pockets suggests sadness and misery. Hands covering indicate the person is thinking and evaluating the communication.
Hands clasped behind the back convey anger, frustration and apprehension. Rubbing hands suggests the person is anticipating something. Tapping and drumming fingers or rolling paperweight on the table indicates impatience. Patting or fondling of hair conveys lack of confidence; and nail biting—a feeling of insecurity or nervousness.
Gestural communication also adds effect to a written communication. In a typed letter let the manager write the name of his subordinate in his own hand and see how happy the subordinate feels.
Methods of Communication – Oral and Written Communication
1. Oral Communication:
An oral communication generally takes place when the audience is largely illiterate-when people are not able to read-when there is no possibility of written communication-when quick transfer of communication is wanted. This type of communication is direct between the supervisors and the workers and is often known as face-to-face communication.
It takes the following forms:
i. Talks
ii. A public address
iii. Verbal discussions
iv. Telephonic talk
v. Speeches in audio-visual aids
vi. Speeches and orders
vii. Lectures
viii. Talk in social get-togethers and so on.
Audio-Visual Aids:
Films, movies, slides, tapes are played back to the workers in the audio-visual hall. Such audio visual aids have an obvious advantage of describing a company’s range of operation and products effectively It is used to illustrate how financial and other decisions are made. It is used to explain work rules. This system of communication is very effective for the people who join the organisation fresh.
2. Written Communication:
A written communication is in the writing form and generally used when the audience is at a distance or when a permanency of record is required.
It is generally in the form of following.
i. Instructions
ii. Orders
iii. Rules and regulations
iv. Policies
v. Procedures
vi. Posters
vii. Memos
viii. Reports and
ix. Information bulletin.
An organisation may use the following forms of written communication:
(i) Employees’ Handbook
(ii) House Magazines and Newspapers
(iii) Financial Reports
(iv) Bulletin Boards
(v) Notice Boards
(vi) Suggestion System
i. Employees’ Handbook:
Many organisations publish illustrated handbooks, depicting cartoons, charts and photographs to give instructions to the employees. These are used to give introductions to newcomers.
These are used to provide the following information to all the employees:
i. The general policies of the management
ii. The nature of the business of the company
iii. Company’s sources of supplier
iv. Its customers
v. Its products
vi. The range of benefits and services available to its employees.
2. House Magazines and Newspapers:
Some companies maintain some employee magazines and journals. These are used to keep employees well informed of the development in the business and technology. These are used to make them acquainted with the personalities and activities of the organisation.
These are used to explain the policies of the management in easily understandable forms. House magazines contain news about personal and social items.
3. Financial Reports:
These describe the conduct of business, its expenses and profits, its income and distribution of that income. These reports are used to create understanding between the management and its employees.
These reports serve as a useful guide for the employees, the shareholders and the public to know the financial standing of the organisation.
4. Bulletin Boards:
Organisation keeps a bulletin board in attractive colors, types and formats. These boards contain someone’s choice of cartoons from newspapers, photographs, important events of employees and other items of common interest. One bulletin board is used to display for 50 to 100 employees.
5. Notice Boards:
Notices are often pasted on the factory walls or gates or placed in glass covered notice boards, and these are displayed at appropriate places in the premises of an organisation (e.g. near the factory gates).
6. Suggestion Box:
The suggestion system is designed to get the co-operation of subordinates. It is used to effect improvements and eliminate waste. It gives way for a worker to communicate with management. Rewards are offered for suggestions, which increase productivity.
In some organisation, “suggestion boxes” are located at convenient places throughout the plant especially near the canteen or mess. This system is a boon for some people who want to post anonymous letters to top management.
Communication with Public and Government:
Organisations explain to the public about their various activities through advertisement, campaigns, meetings and conferences. Organisations also organise special groups to communicate with the government.
Characteristics of Effective Communication:
The effective communication has the following characteristics:
There are two persons necessary for complete communication i.e., a sender and the receiver. Besides, the receiver should understand the message. For example, if a person shouts in a locked room without anybody present, at the top of his voice, he will communicate nothing. Here there is no complete communication.
2. Understanding in the Same Sense:
The receiver should understand the message in the same sense i.e., in right direction. If he does not understand it, there will be no effective communication. For example, if a message is written in uncommon words, the receiver will not be able to understand it correctly.
The receiver can take ideas, information or facts out of the message. It means, only related information is communicated to the concerned persons. If it is not done, the receiver will not evince any interest in receiving the message.
4. Communication may be Oral, Written or a Gestural:
Information may be communicated orally, in writing or through gestures. These three modes of communication have equal importance, so, the apt mode should be selected for effective communication. Rolling of eyes and movement of lips are some of the gestures used by the sender.
Communication may be Formal or Informal:
An information passed through proper channel is referred to as formal communication. For example, a manager informs the matter to the supervisor and in turn, the supervisor communicates the same message to the subordinates and vice versa.
If the messages are not passed through proper channels, they will be referred to as informal communication. These pieces of information are passed through personal contact. The sender communicates the information to other members of the organisation whenever he meets them.
6. Vital to Managerial Function:
Communication is not only necessary to the planning function of management but also necessary to organising, staffing, directing, controlling and decision-making. So, communication is vital to all the functions of management.
Communication is a regular process just like blood circulation in our body. Communication fulfills its purpose when the receiver understands the message.
Management can achieve its objectives with the help of group efforts. Group efforts are obtained through mutual understanding. Only communication facilitates mutual understanding.
Methods of Communication – With Advantages and Disadvantages
Communication, being the process of transmitting ideas, views, opinions and thoughts by sender to receiver, requires some mode or medium for such transmission. A mental conceptualisation of idea in the mind of sender, who desires to transfer it to receiver, needs to be converted into some physical transferable form. This form is known as medium or method of communication.
Primarily, there are two method s of communication:
A. Verbal communication.
B. Non-verbal (gestural) communication.
Method # 1. Verbal Communication:
Verbal communication is a medium used for transmission of information, views and ideas through use of words. That is to say wherever words are used, spoken or written, for the purpose of conveying something it is known as verbal communication.
Verbal communication may be of two types:
1. Oral communication
2. Written communication
1. Oral Communication:
Oral communication is a medium used for transmission of information, views and ideas through use of spoken words. It involves individuals conversing with each other either face-to-face or through some electronic or other channel. Oral communication is normally adopted as a medium to communicate when one intends to communicate instantly and want to build a personal rapport.
Oral messages are temporary in nature as it is difficult to retain them for the future, although with modern electronic devices, now even oral communications can be recorded and saved. The effectiveness of oral communication is influenced by pitch, voice modulation, clarity, volume and speed of spoken words.
Various channels through which oral communication can be initiated are as follows:
i. Face-to-face conversation
ii. Telephonic conversation
iii. Lectures
iv. Meetings
v. Interviews
vi. Seminars and conferences, and
vii. Video conferencing.
Advantages:
i. Speedy communication – When rapid and instant decisions are to be taken, oral communication is best.
ii. Flexibility – Oral communication is flexible enough as its content can be adjusted and modified according to situation, time frame and listener profile.
iii. Quick feedback and response – Oral communication enables the speaker to seek and gather immediate response and feedback from the recipient. Queries, doubt, clarifications, comments, etc., can be given instantaneously.
iv. Economical – Main resource used for oral communication is the spoken words, thus it is economical in terms of saving expenditure on stationary and other resources.
v. Advantageous for large groups – Whenever some common message is to be conveyed to large group of people, then oral communication is the best option as it is fast, personal and direct.
vi. Personalised touch – The most significant advantage of oral communication is that it attaches personalised touch to the message. With changes in voice modulation and volume, sender may bring variations in message according to individuals. For example, a simple sentence – ‘What are you doing?’ may be spoken with different modulations for different people.
vii. Effective for all – Oral communication is generally speaking a valid mode for all types of listeners, irrespective of their literacy level and capacity to read.
Disadvantages:
i. No validity – Oral communication, if not recorded or retained, does not carry any validity or authenticity. One may always deny from the content of oral communication for want of evidence.
ii. Physical distance – If sender and receiver are distantly placed without any facility of mechanical device, oral communication in such situations is not possible.
iii. Scope of misinterpretation – In oral communication, scope of misinterpretation of message is high. This may be due to inattentiveness of receiver, ambiguous speech of speaker or poor verbal ability of speaker.
iv. Unsuitable for lengthy messages – Oral communication is not a correct mode of communication when message to be transmitted is very large. In oral transmission, retention is less and there is a possibility of missing on some vital points.
v. Problems in accountability fixation – With oral communication, keeping of documentary proof of the message is not always possible. Even a recorded audio may not suffice as evidence. Thus, if something goes wrong, it is difficult to fix responsibility and hold somebody accountable on the basis of oral communication.
vi. Repetitive viewing not possible – Oral messages cannot be revisited again for the purpose of future analysis or reference. Where the nature of message is repetitive in nature and do not require any additional input, oral communication may prove to be time-consuming and burdensome.
2. Written Communication:
Written communication may be defined as a medium for transmitting information and messages with the usage of words written (or typed). Written form of communication may either be in physical form, i.e., on paper or may be in electronic form, i.e., e-mails, soft copies on computer, phone messages, etc. Organisations, being formal structures, follow written mode of communication very comprehensively and hence written communication is also termed as business communication.
Some of the various forms of written communication that are used in organisations are:
i. Postal Letters
ii. Reports
iii. Journals
iv. Notes
v. E-mails
vi. Magazines
vii. Brochures
viii. Websites
ix. Information booklets
x. Forms.
Advantages:
i. Permanent record – Written communication can be retained as records for future reference. Such communication being permanent and available for future reference, decisions based on them are more rational as one can review them in detail.
ii. Clarity in presentation – Wherever one intends to transfer numerical data, written communication is the best mode. It not only presents numerical data in systematic manner, but also complex data having diagrammatic presentation is also captured very effectively.
iii. Reduces possibility of alteration – Once written information is documented and sent to the recipient, there is negligible chance that it can be altered and thus it also adds on to the authenticity and reliability of such information.
iv. Useful for repetitive communications – Where nature of communication is repetitive in nature, written communication is the most appropriate mode as once designed it can be used again and again with minimal changes. It saves a lot of time, effort and energy.
v. Accountability – Written documents usually carry the name of the sender and are signed. Therefore, such documents attach responsibility of the content on the person sending it.
vi. Effective communication – Message to be sent in written form need not be delivered at the spur of the moment. Instead they can be revised and well edited to be shaped to the maximum effect. Such messages are, therefore, more dependable and reliable.
Disadvantages:
The limitations and disadvantages of written communication are given below:
i. Expensive – Written communication makes use of relatively more resources as compared to oral communication. Moreover, for short information transmission to limited people at short distances, written mode may prove to be very expensive.
ii. Time-consuming – Written communication eats up a lot of time both at the time of drafting the message and for its transmission. On receiving, if there are some clarifications and queries, they are again written back which are answered back and so on causing a delayed communication process.
iii. Limited applicability – Written communication has a limited applicability for those who are literate. For people who cannot read and write, possibility of written mode of communication is totally ruled out.
iv. Inflexible – Written documents once transmitted cannot be amended and altered. Even for the slightest mistakes, either it has to be redrafted or kept unaltered making it inflexible.
v. Lack of personal touch – Written mode of communication is very formal and impersonal in nature. Through written mode, one cannot express the intensity of feelings which otherwise would have been possible through words or gestures.
vi. Lack of secrecy – Written documents, being in black and’ white and stored for future reference, are always subject to the possibility of being leaked or stolen by somebody.
vii. Delay in feedback – Unlike oral communication, where queries, clarifications and comments move instantaneously from receiver, in written communication, there is a time gap between sending and receiving of message. Moreover, feedback and response also being in written form again takes time and cause delay.
Method # 2. Non-Verbal Communication:
There is a proverb saying, “Actions speaks louder than words”. This is the basis of non-verbal communication. Non-verbal communication may be defined as medium of transmitting information without the use of words. In other words, it encompasses all such forms of communicating which we cannot read or write.
Normally, non-verbal communication is used to enhance the effectiveness of oral communication. However, there might be situations where non-verbal communication is used in isolation (although very rare). This mode of communication is very helpful in expressing feelings, concern, emotions, gratitude and also where there is absence of common language.
Various ways of expressing through non-verbal communication are:
1. Gestures
2. Facial expressions
3. Touch
4. Attire
5. Body posture
Advantages:
i. Easy Presentation:
Information can be easily transmitted through non-verbal mode as no expertise skill is required in preparation and at times, it is extempore such as – a handshake or pat on the back.
ii. Good Substitution:
Non-verbal communication may prove to be a very useful substitution for oral or written communication in situations where either verbal communication is not possible or where it is disturbed or blocked through noise or interruption. For example, in examination hall, asking time by putting finger on wrist or nodding for saying yes.
iii. Combats Linguistic Barrier:
Wherever sender and receiver of information do not share a common language, non-verbal communication is the most effective communication. It enables to communicate through gestures and symbols.
iv. Complements Oral Communication:
Certain gestures and body postures, when used, adds on to the meaning of oral communication. With non-verbal communication, oral communication may become more assertive and impactful. For example, while appreciating an employee, complementing it with clapping will create greater impact.
v. Useful for Illiterate People:
Use of gestures, facial expressions, eye contact, and proximity, touching, etc., without using any spoken or written words to communicate is very much helpful for illiterate people.
vi. Instant Impact:
Non-verbal expressions have an immediate impact as the receivers perceive them quickly and instantly. For example, showing a flag to make people gather at a place is more effective than shouting. This quality of being speedy in conveyance and response makes non-verbal methods extremely useful and imperative in many situations. For example, ringing of a bell at different time slots indicating change of class in colleges or schools has no verbal alternative.
vii. Indicator of Belongingness:
Non-verbal communication may also be used to assign or mark the identity of some people or they being belonging to a particular group. For example, wearing a cap to show belongingness to a particular party, wearing a dress of particular colour, air hostesses have a specific attire, etc.
Disadvantages:
i. Differences in Non-Verbal Cues across Culture:
Non-verbal cues are subject to different interpretations in a multicultural set-up. For example, in a particular culture wearing white may be considered as auspicious whereas in another it may be an indication of grief. These differences lead to misunderstanding and confusion.
ii. Loses Effect after Occurrence:
No doubt, non-verbal communication has a very strong instant and speedy effect but it lacks the power of retention as it cannot be read or heard repeatedly. In some case, it cannot produce any effect at all. For example, a gesture may go unnoticed.
iii. Absence of Permanent Record:
Non-verbal communication cannot be retained as a permanent record. Being a non-word based communication, this mode is subject to be forgotten very easily on the grounds of “out of sight, out of mind’ and thus, is not authentic method.
iv. Possibility of Distortion of Message:
Possibility of distortion of message in non-verbal communication is very high because non-verbal expressions varies across countries, cultures, religions and even varies from person to person. Thus, the meaning of a message may be wrongly interpreted leading to ineffective communication.
v. Vague and Imprecise:
There is no ready reckoner or a dictionary which would help to decode the meaning of non-verbal cues and give them some common interpretation. This makes non-verbal communication quite vague and imprecise.