UNIT 5 COMMUNICATION : STEPS INVOLVED FOR COMMUNICATION

 

The following steps are involved for completion of communication process:

1. Sender or communicator prepares the message neatly. He is the source where message is generated. It is he who starts the communication process.

2. The message is to be encoded symbolically which is to be conveyed. This message is the idea came into the mind of sender which he wanted to convey.

3. The message is to be transmitted through a method of communication the choice of which is to be made. The message may be transmitted orally face to face, through messenger, through air or a written note in the form of order, memo, leaflet etc. It is up to sender to make appropriate choice.

4. Medium of communication includes telephone, internet, through messenger, post, fax, E-mail, etc. The choice of medium again depends on the sender.

5. Receiver or communicate is a person for whom message was sent by the sender or communicator. Receiver after receiving the message must understand it in proper perspective then only the purpose of communication will be fulfilled.

6. The receiver after decoding the message must act or take action as per instructions contained in the message.

7. The last step is to take feedback. The feedback means the sender should know whether the receiver has received the message and understood it. The confirmation regarding this is feedback. The positive feedback is effective communication. With feedback the communication process is complete.

Oral Communication:

It is simple and common method of communication. It is verbal communication. It is person to person communication. Speaking personally and exchanging views and ideas with the subordinates and employees has special effects and helps in developing good human relations. To make oral communication effective, choice of appropriate words to have clarity in the message should be used. Harsh words should be avoided.

The tone of a person also affects the communication even though good and appropriate words are used. It should be controlled by the speaker. Efforts should be made to feel the listener at ease. He should not get annoyed after listening to the speaker’s instructions. Oral communication is an effective tool of maintaining good human relations.

Smile on a face, personal enquiry, greeting a person, sense of humour, understanding practical difficulties are some of the vital clues make the communication very effective. Oral communication also has some advantages and disadvantages.

Advantages:

1. It is quick and saves time and cost.

2. Speaker knows the reaction of the listener immediately.

3. It is more effective channel of communication.

4. It is a useful tool during emergent situation.

5. The feedback is immediate. 6 It is more accurate.

7. It helps in effective supervision and control.

 8. Messages are clearly understood because oral communication is a two way channel. i.e. face to face communication or using certain mechanical devices like telephone or a latest electronic system video conferencing.

9. It is very effective tool for employees and employers to sort out their problems

Non-Verbal Communication:

Communicating with gestures, body movements, actions, signals, and facial expressions is non-verbal communication. In primitive society communication was non-verbal. Non­verbal communication is visual which can be observed, recorded and understood. Non­verbal communication is used along with verbal communication. Non-verbal communication is not obsolete but is still in vogue. An executive can understand from the facial expressions the feelings of his subordinates.

When an executive is busy with his work he calls his assistant with hand signal. Under certain circumstances it is better to use non-verbal communication because words may hurt the feelings and one should remember the saying that “Acts speak louder than words.”

Channels of Communication:

In modern times the organisations want speedy flow of information. In the world of competition this is the need of the hour because if you are late you will lag behind. Now internet is in which will throw away old channels. Any information required is on net now. The channel of communication is a path of transmitting messages from sender to the receiver. The managers need various types of information quickly and on time to carry on his managerial activities effectively. Organizations according to their needs establish their own system of communication. The popular and in practice channels of communication are downward, upward, horizontal and diagonal.

Downward Communication:

Downward channel of communication flows from top to the bottom level of management. As the direction of the flow of communication suggests, it is from superior to subordinate. This type of channel of communication speaks for authoritarian character of management and environment. This communication is directive in nature. The communication from superiors include directives, orders, instructions relating to policies, programmes, mission, objectives and other information relating to specific task etc.

1. It is used for issuing directives to the employees.

2. It helps in providing information regarding policies and procedures of the organisation.

3. Orders of the top management in respect of implementation of programmes of the organisation are communicated through this channel.

Disadvantages:

1. It is time consuming and often causes delay.

2. Downward communication is one way hence there is no way to know feedback.

3. It is very rigid channel of communication.

4. Subordinate’s reaction cannot be known and understood through this channel. 

Upward Communication:

It is just the reverse of the downward channel of communication and flows from bottom to top level of management. The importance of this channel of communication is being realized. Superiors get feedback and know the reactions, feelings and opinion of their subordinates and staff working at lower level through this channel of communication. It helps in knowing the grievances of the employees which are generally not known to the superior authorities. It also has some advantages and disadvantages. 

Advantages:

1. It helps in having two-way communication in the organisation. 

2. It develops sense of belonging among the employees because their opinions have been given an ear. 

3. Superiors get immediate feedback to their instructions through upward communication channel. 

4. It is an important source of motivating employees. 

Disadvantages:

1. Upward communication is generally discouraged and ignored by the superiors. 

2. The suggestions and opinions of the lower level staff do not reach the top level as are obstructed in the middle by the immediate superiors.