COMMUNICATION, PROCESS OF COMMUNICATION:, Importance of communication in communication skills

COMMUNICATION

Communication is the means by which people relate to each other. It is a process through which we communicate a message to another person using verbal or written expression, symbols, signals or body language. We communicate to express our needs, desires, thoughts, opinions, appreciation, agreement,  disagreement, feelings and emotions or to share information or to transfer messages etc.

Communication is sharing or exchange of thoughts, feelings, attitudes, experiences, facts, beliefs, opinions, ideas, information, data or message between  two (or more) minds (people) through a common medium to get the desired response. It involves influencing the receiver’s mind to get the desired response or to cause some change in receiver’s behaviour or to share experiences.

PROCESS OF COMMUNICATION:

Essential features of communication-

It is a two way process between the Communicator/Sender and the Receiver. The Communicator (Sender) has an idea or message or experience to share with  the Receiver. The communicator feels the need of transmitting his ideas. There is a suitable medium and channel of communication for transmission and  reception of message. Both the parties have common language or symbol system for coding the message in a common medium. The receiver decodes the encoded message and understands it and gives response using the same medium. The gap between message conceived and delivered and the message received by  the receiver is the Semantic Gap. Thus the communication cycle continues.

Need of communication or Objectives of Communication:

To relate and associate with others

To translate ideas and to express them

To obtain and share information

To issue directions or instruction

To give advice and suggestion

To seek opinion

Counselling

To motivate

To make requests and proposals

Persuasion

Negotiation

Warning

Education and training

Raising Morale

To command and to execute etc.

To build relationships and to maintain good business and professional relations

Importance of communication:

• Communication defines a person and is the expression of his personality.
• Man is a social being with highly developed mental faculties to express variety of ideas.
• We have to communicate to associate and to relate with each other.
• Communication helps in integrating different individuals in the family, in community, in society and in organizations.
• It bridges gap between human beings because it helps them in connecting.
• Communication enables self expression.
• Communication helps in satisfying emotional needs.
• Communication is essential in sharing knowledge and technological developments.
• It promotes cooperation and understanding.
• Communication is essential for running a business organization in planning, organizing, leading, directing, motivating, controlling, developing and maintaining relations and providing goods and services.

BODY LANGUAGE:

Non-verbal communication through body language is natural, spontaneous, involuntary and often unconscious. It is an inseparable part of oral communication  and always accompanies spoken communication. 

It mostly complements and supports verbal communication but may also contradict it. But it can not be deceptive. It is emotionally more expressive. 

A scientific study shows only 7 percent of emotions are expressed in words and the remaining 93 percent are expressed non-verbally. Further   55% of communication occurs through facial expression and   38% through vocal tones. 

Non-verbal communication is more reliable than verbal communication because words can deceive but not the facial expressions.

KINESICS-

It is the study of body movement and the messages that the body communicates. It

includes

Facial expressions

Gestures or hand movements

Body postures

Body movements

Eye Contact

Haptics or the effect of touch or physical contact to communicate feelings. 

PROXEMICS-

It is the study of how we use space to communicate message. Physical distance maintained between people during communication signifies motives and  relationships in communication. The distances can vary in zones of personal space.

CHRONEMICS :

To communicate effectively the communication must be well timed. Punctuality  is always admired and appreciated. Appropriate message communicated at the  right time generates the right response. Appropriate message, if communicated  at the wrong time can cause havoc. In business deals time plays an important role. Delay in replying to business letter, delay in responding to an urgent call,entering  

late at a meeting, a phone call early in the morning, all communicate certain 

message.

PARALANGUAGE:

It is the communication through voice modulation such as intonation, pitch, 

stress, rhythm, tempo etc.; and vocalization such as sighing, yelling, yawning,  shouting, laughing, giggling, crying, grunting, humming that supplement the  communication.

ARTIFACTS:

Articles made by employing skill or craft using tools and implements like utensils, religious objects, clothes, folk art material, accessories and other art objects also  communicate the owner’s cultural, economic and social background as well as the  creator’s state of mind and his perception of the world.

Informal Channels:

Consensus: Gathering general opinion of all the concerned people for making a  decision. 

GRAPEVINE : 

It is an informal channel of communication which is  directionless (spreads in all directions), very fast and unreliable as the source is  often not known, eg., gossips and rumours. It is often used by the management to  

gather public response in sensitive matters so as to adopt a suitable course of  action.

The essential features (or 7Cs) of effective communication:

PURPOSE :

All business communication has a specific purpose or cause. Purpose is also the response expected from the receiver. All professional communication aims at building  and maintaining good professional relations which is also remains an underlying purpose. 

CLARITY: 

Clarity of purpose and clarity of response desired brings clarity of thought and clarity of expression. Use clear and exact words.  

CONCISENESS/ PRECISENES/BREVITY:

 Communication must be short and precise  to be meaningful. Use minimum possible words, short sentences , avoid repetition. 

DIRECTNESS : 

Communicate in a straight forward manner, be frank (candid) and

honest in expression. Avoid roundabout and indirect expression and repetition.

COURTESY :

 Purpose of all communication is to build good relations and to maintain

them. Courtesy makes the relationship smooth. Use polite expressions,Acknowledge and

appreciate prompt and positive response with regards and accept and apologize for the inconvenience caused by you. Etiquettes and polite language help in reducing frictions. 

CONSIDERATION : 

Empathize with the receiver by showing faith and trust in him and

also by showing concern and being sensitive towards issues that are of common interest.

CONCRETENESS : 

Use exact and accurate expressions with clear and single meaning,

avoid vague, ambiguous and abstract expressions.

CORRECTNESS: 

Communicate using correct format, correct syntax, correct grammar,

and spellings and correct punctuation. The meaning will automatically be correct. While speaking ensure correct pronunciations, voice modulation and intonations. 

SIMPLICITY: 

Using simple and common words makes understanding easier. Use simple and short sentences instead of long and complex sentences.  

COMPLETENESS: 

Proper organization with effective beginning, logical development of

thought and effective closing sentences along with providing all information that is necessary makes the communication complete.

 

I-YOU ATTITUDE: 

Though all official communication is impersonal and objective, but

addressing your receiver as ‘You’ suggests greater and personalized involvement of the Receiver. Similarly using ‘I’ for self brings in the sense of responsibility and  accountability. 

Positive Attitude:

 Having concern and consideration for the receiver generates respect

and receptivity for the communicator hence always have positive attitude for others.

BARRIERS IN COMMUNICATION :

Communication is not effective and does not evoke desired response due to many internal or external factors.

 

SEMANTIC BARRIERS

• Lack in proficiency in the medium or language either at sender’s or receiver’s level 
• Poor knowledge of vocabulary of communicator or receiver
• Poor knowledge of grammar and syntax
• In case of oral communication incorrect pronunciation, ineffective intonation

PHYSICAL BARRIERS:

 Noise: Physical Noise (e.g. loudspeakers around), Psychological Noise (e.g.

inattentiveness or indifference or cluttered mind), Visual Noise (e.g. late arrival of

students in class), Written Noise (e.g. bad handwriting, or incorrect typing or

print or irrelevant markings or scribbling in the margins or between the lines etc.)

 Improper Time: Right thing communicated at the right time results in correct

response. Improper timing in communication hinders communication.

 Improper Distance : Distance results in barrier while communication and can be

overcome with the help of technology e.g. using amplifiers, microphones,

projectors and screens, video-conferencing, cell-phones, broadcasting and

recording techniques etc.)

 Inadequate or Overloaded Information: Inadequate or incomplete information

as well as overloaded information fails to serve the purpose of communication and

dilutes the message. Hence information should be adequate, neither less than

required nor more than necessary.

 Defects in medium or in communication system (e.g. faults in sound

amplification system, speakers, microphones, sound fluctuations etc.)

 Uncomfortable external or internal environment (e.g. uncomfortable seat,

unpleasant surroundings, improper light or ventilation etc.)

ORGANIZATIONAL BARRIERS:

 Rules Regulations and Policy: Rigid rules and regulations discourage free flow

of creative and innovative ideas from employees. Flexible rules and free

communication encourages employees to come up with new ideas and motivates

creative thinking.

 Improper Channel : Wrong choice of communication medium or channel causes

communication problems. Hence using appropriate medium and suitable channel

results in effective communication.

 Unequal Status and Hierarchy: Unequal status and organizational hierarchy

restricts free flow of communication specially in upward direction. The greater the

difference inhierarchical position, the greater is the communication gap between

employees and the executives.

PSYCHOLOGICAL BARRIERS:

 Selective Perception: The receiver perceives the message not as a complete

whole but becomes selective in receiving the message as per his need, motive,

interest, experience, background etc. This leads to misunderstanding and

misinterpreting the message and makes communication ineffective.

 Prejudice and Bias : Having preconceived notions about an individual or a group

or a class results in biased perception and hence hinders effective communication.