ARTICLE

EFFECTIVE COMMUNICATION

                                                                             ADMN.

1.0 Meaning & Importance

The success of an individual in a team depends greatly on the extent to which he can

engage in effective communication. Faulty communication in organizations can lead to

lowered efficiency and effectiveness at the organizational as well as individual level.

Also most of the interpersonal friction can be traced to faculty communication.

Communication, derived from the Latin word  'Communicater' which  means‚ to share; is

the process of transmitting information and understanding. It is the transference of

meaning between individuals and the means of reaching, understanding and influencing

others. Skill to communicate depends on the capacity of an individual to convey ideas

and feelings to another to evolve a desired response. In management, communication is a

mixture of personal attributes and organizational aspects. Good communication is

necessary for all organizations as management functions in organizations are carried out

through communication. Effective management is a function of effective

communication.

Interpersonal communication takes places every time we interact with others.

Communication is considered effective when it succeeds in evoking a desired response

from the other person. Moreover failures in communication can be very costly for the

organization by way of reduced co-operation and subsequent ill feeling between

employees. Communication, to be effective, cannot be a haphazard process. It has to be

planned and executed so that it evokes the desired response.

Communication in organizations has the following role

o Helps in fostering motivation

o Aids in the function of control

o Provides information for making decisions

o Gives vent to one's feelings

o Helps in the satisfaction of social needs

2.0 PROCESS OF COMMUNICATION

The process of communication between two individuals can be illustrated below:

Feedback

Sender Message Receiver

Encoding Channel

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Communication is initiated by the sender who conceptualizes the idea that is to be

transmitted. This idea is encoded with the help of language, symbols etc. into a message.

The message, which is the product of encoding, is transmitted from the sender to the

receiver through a channel. Channel or medium can be physical presence (face to face

talk) interactive channels (telephone, electronic media) personal static channel (memos,

letters) or impersonal static channels (general reports, circulars etc.). The richness of

each channel is determined according to its capability in eliciting feedback. Accordingly,

face to face talk is considered richest and impersonal static channel is considered to be

the leanest. However for making communication efficient, the sender has to choose the

channel depending upon the urgency and complexity of the idea which is communicated.

Once the message is transmitted through the channel to the receiver, he decodes it back to

the idea and assimilates it. The effectiveness of communication depends upon the extent

to which the sender has succeeded in making the receiver understand his idea. This can

be evaluated through feedback, where the receiver responds to the sender in the form of

clarifications and doubts. Feedback, which makes communication two way is important

because it helps to evaluate the effectiveness of the communication.

3.0 ELEMENTS OF COMMUNICATION

3.1 Verbal communication

Verbal communication (vocal included) contributes to 45% of our communication. It

involves the use of language and meaning (either oral or written). Normally the words

used in communication are concrete or abstract. Concrete words represent an object (eg.

Chair) and hence convey ideas easily. Abstract words, on the other hand, has a built-inambiguity

because the ideas conveyed by such words are subjective and so effectiveness

of communication is in question (eg. beauty, intelligence etc.). Thus, while concrete

words can be compared to a sharp tool, abstract words are often compared to a blunt

instrument.

Role of jargons is also crucial in determining the effectiveness of communication. While

jargons help to communicate easily in a homogeneous group, excessive use of there can

hinder communication. Use of jargons has to be minimized while communicating to

someone who is not familiar with the terms.

Verbal communication becomes effective through the choice of right words & emphasis

of the same. There should be an optimum use of pauses, non-words and phrases because

excessive use of these leads to distraction of the receiver.

3.2 Non-verbal Communication

Non verbal communication is the conscious and unconscious body movements in

communication that couple with physical and environmental surroundings. Non verbal

communications are those which are not expressed orally or in writing and includes

human elements associated with communication. These form an important and inevitable

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aspect of the total communication process because it compliments and substitutes verbal

communication.

A good communicator should have the right posture, facial expression and body language

that are in tune with the words spoken. Lack of co-ordination between verbal and nonverbal

contents of communication would only confuse the receiver. So while

communicating, care should be taken to ensure a proper blend between words and

actions.

3.3 Listening & Feedback

Listening which comprises of hearing, attending, understanding and remembering can

facilitate the effectiveness of communication. Listening can be pleasurable,

discriminative or critical depending on the degree of application of mind. Listener has to

employ the appropriate type of listening depending on the situation and nature of the

message. Proper listening requires a reasonable background familiarity, right attitudes,

interest, objectivity, patience and rapport with the sender. Absence of rapport with the

sender often leads to ambush listening where the receiver listens only till he gets a point

for argument after which his main intention would be to interrupt the communication.

Lack of interest in the topic spoken by a person with whom we have a rapport would

sometimes make us employ pseudo listening. Appropriate listener response serves as a

means by which feedback is judged. The feedback should be timely and constructive.

4.0 STYLES & COMMUNICATION

In organizations we often encounter people possessing difference styles of management.

Each style has to be dealt with in a way such that the desired response it achieved.

4.1 Result Style – Officers possessing this style are action oriented and make quick

decision with available data. While communicating with such people, use concrete words

as much as possible; be brief, state what you want prescisely, supply necessary

information and wait for an answer.

4.2 Reasons Style – Officers with this style are very logical and rely on rational

decision on making. While communicating with such people, introduce the topic

in a rational manner with all supporting information.

4.3 Process Style – Affiliation orientation forms the basis of this style. Officers with

this style are informal and try to find solution that is agreeable to all parties

concerned. Be as informal as possible, introduce the topic with ample

information regarding the background and motivate for an answer.

4.4 Forms of Communication

Communication in organizations can be broadly classified into formal and informal

communication. Formal communication takes place through the system in organization.

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In this, hierarchy has a very important role to play and the parties communicating should

adhere to the procedures in the system. In organizations, formal communication is

effected in upward (subordinate to superior), downward (superior to subordinate) and

horizontal (between same levels) directions.

Informal communication (grapevine) in an organization is very active and powerful.

Nature of communication through this medium is oral and the speed with which the

message is spread through this network is tremendous. As a result, distortion at any stage

cannot be identified. This is probably the reason why grapevine is said to be the medium

for spreading of rumors or false message.

4.5 Making Communication Effective

Use concrete than abstract words wherever possible.

The content has to be made meaningful to the receiver

The message should be framed according to the capability of the receiver.

There should be a proper blend of verbal and non-verbal communication

Eye contact should be maintained

Speak at a moderate rate

Create rapport with the receiver

Select appropriate channel

Encourage listening & feedback

Avoid communicating in extreme emotional states

Make the message

Attractive

Brief &

Clear

Communication involves a number of skills and no one is a complete – effective

communicator. Each individual can become a better communicator by sharpening his

skills through learning and practice

VOX  is  indebted  to 

Dr. R Jayasree

Faculty, IMG

for   this   article.