COMMUNICATION

Meaning
The word ‘communication’ comes from the Latin word commūnicāre, meaning ‘to share’.

Communication is the process of exchanging information, ideas, thoughts, or feelings

between individuals or groups. It involves sending, receiving, and interpreting messages
through various channels, such as speech, writing, gestures, or visual signals. Effective
communication ensures mutual understanding and helps people connect, collaborate, and
interact in both personal and professional contexts.
Communication has three important parts:

1. Transmitting—The sender transmits the message through one medium or another.

2. Listening— The receiver listens or understands the message.

3. Feedback—The receiver conveys their understanding of the message to the sender in the form of
feedback to complete the communication cycle.

Communication Process and Elements

The key elements in communication are essential for understanding how information flows
between individuals or groups. Here’s a brief explanation of each element:

1. Sender (Encoder)

 The person or entity who initiates the communication. The sender has a message or
information they want to convey.

2. Message

 The content or information being communicated. It could be an idea, thought,

emotion, instruction, or any form of information that the sender wants to transmit.

3. Encoding

 The process of converting the message into a form that can be transmitted (e.g.,
words, symbols, gestures). The sender chooses how to express the message.

4. Medium (Channel)

 The method or pathway through which the message is transmitted. This can be verbal
(spoken or written), non-verbal (gestures, body language), or through digital means
(emails, texts).
5. Receiver (Decoder)

 The person or group who receives the message. The receiver interprets and
understands the message based on their own knowledge and perceptions.

6. Decoding

 The process by which the receiver interprets and makes sense of the message sent by
the sender. Decoding depends on the receiver's understanding and experience.

7. Feedback

 The response from the receiver back to the sender. Feedback confirms whether the
message was understood correctly and may include questions, reactions, or further
communication.

Importance of Feedback

Feedback is an important part of the communication cycle. For effective communication, it is

important that the sender receives an acknowledgement from the receiver about getting the
message across. While a sender sends information, the receiver provides feedback on the
received message. Translated to the work environment, when you observe someone
perform their work and then, communicate with them to help improve their performances,
you are giving feedback. Feedback can be positive or negative. A good feedback is always
• specific • helpful • kind

Feedback is the final component and one of the most important factors in the process of
communication since it is defined as the response given by the receiver to the sender. Let us
look at certain reasons why feedback is important.

• It validates effective listening: The person providing the feedback knows they have been
understood (or received) and that their feedback provides some value.

• It motivates: Feedback can motivate people to build better work relationships and
continue the good work that is being appreciated.

• It is always there: Every time you speak to a person, we communicate feedback so it is

impossible not to provide one.

• It boosts learning: Feedback is important to remain focussed on goals, plan better and
develop improved products and services.

• It improves performance: Feedback can help to form better decisions to improve and
increase performance
 Type of Feedback

Positive Feedback

• I noticed you finished the work perfectly. Great job!

• I really appreciate you taking that call. Can you please also share the details?

Negative Feedback

• You keep forgetting to smile at the hotel guests when you talk to them.

• You take really long to reply to e-mails! Are you always so busy?

No Feedback

• It is also a feedback in itself which indicates disagreement of ideas

A good feedback is one that is:

• Specific: Avoid general comments. Try to include examples to clarify your statement.
Offering alternatives rather than just giving advice allows the receiver to decide what to do
with your feedback.

• Timely: Being prompt is the key, since feedback loses its impact if delayed for too long.

• Polite: While it is important to share feedback, the recipient should not feel offended by
the language of the feedback.

• Offering continuing support: Feedback sharing should be a continuous process. After

offering feedback, let recipients know you are available for support.

Perspectives in communication
Perspectives are ideas, views, or fixed ways of thinking. These sometimes affect our communication.
For example, if you have a fixed idea that your teacher or father is strict, even when they are being
friendly, you may think they are scolding you even though they are polite. In the same way, others
may also have fixed ideas about you, which affect whatever you say to them.

Factors affecting perspectives in communication

Language

Past Experience
Feelings

Environment

Personal factors

Culture

Types of Communication
Communication can be classified on the basis of :-

1. Mode/Method used:

This classification looks at how messages are transmitted—whether through words or other
non-verbal cues.

a) Verbal Communication:

Verbal communication involves the use of words, either spoken or written.

 Oral Communication: Involves speaking directly to others. Examples include face-

to-face conversations, meetings, video calls, and phone conversations. Oral
communication allows for immediate feedback and clarification, making it dynamic
and interactive. It is commonly used in informal and formal settings.
 Written Communication: Involves conveying messages through written symbols,
such as letters, emails, reports, and text messages. Written communication is more
formal and structured than oral communication and provides a permanent record of
the message. It is often used in business, education, and legal contexts.

Advantages of Verbal Communication: It is an easy mode of communication in

which you can exchange ideas by saying what you want and get a quick response.
Verbal communication also enables you to keep changing your interaction as per the
other person’s response.

Disadvantages of Verbal Communication: Since verbal communication depends on

written or spoken words, sometimes the meanings can be confusing and difficult to
understand if the right words are not used
b) Non-Verbal Communication:

Non-verbal communication involves conveying messages without the use of words.

 Kinesics/Body Language: Includes gestures, posture, and movement. How we stand

or move conveys attitudes, emotions, and intentions.
 Facial Expressions: Convey emotions like happiness, anger, sadness, and surprise.
Facial expressions are universal and can often communicate more than words.
 Oculesics /Eye Contact: Oculesics is a subcategory of non-verbal communication
that focuses on how we use our eyes to convey messages, emotions, and intentions.
The way we look at someone, how long we maintain eye contact, and where our gaze
moves can significantly impact the interaction.
 Paralanguage : Paralanguage refers to the non-verbal elements of communication
used to modify meaning and convey emotion. It involves the vocal aspects of speech
that accompany spoken words, such as tone, pitch, volume, speed, and intonation.
Paralanguage does not include the actual words spoken but rather how the words are
delivered, influencing the message's interpretation..
 Gestures: Movements like nodding, waving, or pointing are key non-verbal signals
used in communication.
 Haptics/touch: Haptics refers to the use of touch as a form of non-verbal
communication. It encompasses the ways in which people and animals communicate
and interact through physical contact. Touch is a fundamental aspect of human
interaction and can express a wide range of feelings, from affection and sympathy to
aggression and dominance.
 Proxemics/distance: Proxemics refers to how people use space in communication
and the way that physical distance affects interpersonal interactions. This non-verbal
communication concept focuses on the culturally defined "personal space" individuals
maintain in different contexts. The amount of space people need can vary based on
factors such as culture, social norms, the relationship between individuals, and the
situation.

Importance of Non-verbal Communication: In our day-to-day communication • 55%

communication is done using body movements, face, arms, etc. • 38% communication is
done using voice, tone, pauses, etc. • only 7% communication is done using words

c) Visual Communication :

Visual communication proves to be effective since it involves interchanging messages only

through images or pictures and therefore, you do not need to know any particular language
for understanding it. It is simple and remains consistent across different places.

2. Based on Flow/Direction:
This classification looks at how communication moves within an organization or system.

a) Vertical Communication:

Vertical communication occurs between different levels of an organizational hierarchy.

 Upward Communication: Communication from subordinates to superiors. It

typically includes feedback, reports, requests, and suggestions. This form of
communication helps higher-level management understand issues and employee
perspectives.
 Downward Communication: Communication from superiors to subordinates. It
includes instructions, guidelines, policies, and performance feedback. This
communication is crucial for conveying organizational goals and expectations.

b) Horizontal Communication:

Also known as lateral communication, this happens between peers or colleagues at the same
level. It’s used for collaboration, sharing information, and coordinating efforts between
departments or team members in an organization.

c) Diagonal Communication:

Diagonal communication crosses both different levels and different functional areas. It occurs
between employees of different departments and hierarchical levels, for example, a marketing
manager communicating directly with an HR executive. This form helps improve efficiency
and problem-solving in cross-functional teams.

3. Based on Formality:

This classification focuses on whether communication follows official procedures or is more

casual.

a) Formal Communication:

This type follows pre-defined channels and is official in nature. Examples include business
meetings, official emails, reports, policies, and memos. Formal communication tends to be
structured, documented, and follows an organization’s hierarchy.

b) Informal Communication:

Informal communication happens naturally without any structured framework. Examples

include casual conversations, friendly chats, or gossip at the workplace. This form of

4. Based on Audience/Participants:

This classification focuses on the number of people involved in the communication process.
a) Intrapersonal Communication:

Occurs within an individual’s mind. It involves self-reflection, thoughts, internal dialogue,

and decision-making processes. This type of communication helps in self-awareness and
understanding.

b) Interpersonal Communication:

Occurs between two individuals. This is the most common form of communication and
includes conversations, interviews, and personal discussions. It helps in building relationships
and exchanging information.

c) Group Communication:

Occurs when multiple individuals communicate in a small group. Examples include team
meetings, focus groups, or project discussions. Group communication fosters collaboration
and collective problem-solving.

d) Mass Communication:

Involves communication with a large audience, typically through mass media like television,
radio, newspapers, or social media. Examples include news broadcasts, advertisements, and
public speeches.

5. Based on Time:

This classification focuses on the timing of communication.

a) Synchronous Communication:

Happens in real-time, where the sender and receiver communicate simultaneously. Examples
include phone calls, video conferences, and face-to-face conversations. Synchronous
communication allows for instant feedback and interaction.

b) Asynchronous Communication:

Occurs with a time delay, where the sender and receiver don’t communicate simultaneously.
Examples include emails, recorded videos, and letters. Asynchronous communication gives
people time to respond at their convenience.

Effective communication
Effective communication is the ability to convey information clearly, accurately, and
efficiently, ensuring that the intended message is understood as it was meant to be. It involves
not just speaking or writing clearly but also actively listening and adapting to the needs and
feedback of others. Effective communication is crucial in personal relationships, professional
environments, and organizational settings to achieve understanding, cooperation, and success.
7 C’s of Communication

 Clarity: Be clear and specific.

 Conciseness: Be brief and to the point.
 Concreteness: Be specific and provide details.
 Correctness: Be accurate and free from errors.
 Courtesy: Be respectful and considerate.
 Coherence: logical flow and organization of information in a message.
 Completeness: Provide all necessary information.

Barriers to Effective Communication

Barriers to communication are obstacles that hinder the effective exchange of information
between individuals. These barriers can distort the message, lead to misunderstandings, and
affect the clarity of communication. Understanding and addressing these barriers is crucial
for improving communication in personal, professional, and organizational settings.

1. Physical Barriers

Physical barrier is the environmental and natural condition that act as a barrier in
communication in sending message from sender to receiver. Noise, poor acoustics, or
physical distance can impede communication. For example, a loud environment may make it
difficult to hear someone, while a long-distance call might affect clarity.

2. Linguistic Barriers

The inability to communicate using a language is known as language barrier to

communication. Language barriers are the most common communication barriers, which
cause misunderstandings and misinterpretations between people. For example, slang,
professional jargon and regional colloquialisms can make communication difficult.

3. Interpersonal Barriers

Barriers to interpersonal communication occur when the sender’s message is received

differently from how it was intended. It is also very difficult to communicate with someone
who is not willing to talk or express their feelings and views. Stage fear, lack of will to
communicate, personal differences can create interpersonal barriers to communication.

4. Organisational Barriers

Organisations are designed on the basis of formal hierarchical structures that follow
performance standards, rules and regulations, procedures, policies, behavioural norms, etc.
All these affect the free flow of communication in organisations and therefore, need to be
suitably managed. Superior-subordinate relationships in a formal organisational structure can
be a barrier to free flow of communication. Also, sometimes due to the stringent rules, the
employees find it difficult to communicate with their peers too
5. Cultural Barriers

Cultural barriers is when people of different cultures are unable to understand each other’s
customs, resulting in inconveniences and difficulties.People sometimes make stereotypical
assumptions about others based on their cultural background, this leads to difference in
opinions and can be a major barrier to effective communication.

6. Psychological Barriers:

Feelings such as anger, stress, or anxiety can affect how individuals receive and process
messages. For instance, a person who is upset may misinterpret neutral statements as
negative. Preconceived notions or stereotypes about individuals or groups can affect how
messages are received and interpreted.

Ways to Overcome Barriers to Effective Communication

• Use simple language

• Do not form assumptions on culture, religion or geography

• Try to communicate in person as much as possible

• Use visuals

• Take help of a translator to overcome differences in language

• Be respectful of other’s opinions