The word “Communication” has come from the Latin word “communis”, which suggests common. Thus, communication signifies sharing of ideas in common. The dictionary meaning of communication is to convey or exchange information and share ideas.
It is a process through which two or more persons transmit or exchange thoughts and concepts among themselves. Consistent with W. H. Newman and C. F. Summer, “Communication is an exchange of facts, ideas, opinions or emotions by two or more persons.”
Communication is that the process of transmitting information and understanding from one person to a different or from one unit to other unit with a view to getting the specified response from the receiver. Through this process two or more persons exchange ideas and understanding among themselves to attain the specified effect in the behaviour of another person.
It is a two-way channel for transmitting ideas, feelings, plans, commands, instructions, reports and suggestions that influence the attitude towards an organisation’s objectives. The communicator’s goal is to convey the meanings or ideas without distortion. Success of the leader and therefore the enterprise depends upon adequacy of communication.
It is the responsibility of the managers to determine and maintain the channels whereby they will convey their own thinking and policies to the subordinates, and may receive their reactions and an account of their problems.
Louis A. Allen defines communication within the following manner:
“Communication is that the sum of the entire items one person does when he wants to form understanding in the mind of another. It’s a bridge of meaning. It involves a scientific and continuous process of telling, listening and understanding.”
The definition involves two aspects in communication.
First, there's something which is transmitted, like facts, feelings, ideas, etc. It implies that there must be a receiver if communication is to occur.
Second, the definition emphasizes the understanding element within the communication process. Sharing of understanding would be possible only the person to whom the message is shipped, understands within the same sense during which the sender of message wants him to know .
So, communication involves something quite mere transmission of the message or transmission and physical receipt thereof. The right interpretation and understanding of the message is vital from the purpose of view of organisational efficiency. Effective communication, as such, could be the accurate transmission and receipt thereof, and its correct understanding.
In their book “Business Communication Today” C. L. Bovee, J. V. Thill and B. E. Schwartzman write: “Communication is that the process of sending and receiving messages. However, communication is effective only the message is known and when it stimulates action or encourages the receiver to think in new ways.”
Communication made among persons to convey their personal information, message or thought are personal communication; but exchange of data, facts and concepts concerning business could also be termed as “Business Communication”. Business Communication refers to the communication concerning commercial activity which suggests providing goods and services to the consumers with a view to earning profit
It is a process through which information; facts, ideas, orders, advices, decisions, etc. are conveyed, sent or exchanged between/among the persons related to business. Thus, Communication concerning trade, law, Finance, administration, management, etc. of a commercial enterprise could also be termed as ‘Business Communication’.
The success of a commercial enterprise depends largely upon good communication. Effective communication wipes out the hindrances in achieving the target of a commercial enterprise. Ineffective communication or communication failure may cause loss of cash, time, energy, opportunity and even goodwill of a business.
In this age of globalisation every commercial enterprise, big or small, requires proper communication for its existence. The success of any business largely depends upon successful communication.
In this age of speed, complexity and competition, sending of data regarding the product to the ultimate consumer is extremely important. Unless they understand the product of the business enterprise, it's impossible for them to create contact and buy the product. Communication plays an important role in this sphere.
Business Communication has certain features or characteristics which enable us to differentiate it from other communication.
A communication to be business communication must be:
1. Practical,
2. Factual,
3. Clear and brief,
4. Target-oriented,
5. Persuasive.
1. Practical:
Effective business communication deals with the sensible aspect of the information explaining why, how, when and therefore the like queries. It avoids impractical, imaginary, unnecessary or repetitive information to eliminate waste of time. It conveys important information to the receiver.
2. Factual:
In general a business message contains facts and figures in place of overall idea. Important date, place, time, etc. should be clearly mentioned during a business communication.
3. Clear and Brief:
The language utilized in business communication should be simple, clear, brief and unambiguously. Sometimes charts, photographs, diagrams, etc. are used to condense or clarify the information.
4. Target-Oriented:
A business communication must have a selected objective and must be planned properly in order that the targets are often achieved.
5. Persuasive:
Business communication often plays a persuasive role. It persuades an employee to perform his/her duties, a customer to buy a product or service etc. the essential characteristics mentioned above are associated with the message or information of the communication.
The main objective of communication is to offer information and to influence different persons. Other objectives include conveying suggestion, opinion, idea, advice, request, etc.; imparting instructions, guidance and counselling; providing training; giving warning; appreciating good work; boosting of morale; etc. within the case of a commercial enterprise the main objective of communication is that the improvement of its activities, all-round development of the organisation, and supreme success in its operation.
1. Giving Information:
The primary object of communication is to make the members of an organisation alert to its goal and acquaint them with all the relevant information. This helps the commercial enterprise to attain success through concerted efforts of all the people concerned. it's a fact that well-informed people can do better.
The managers should know in details the social, political, economic and other conditions of the place where the business is situated. Information regarding the employees, consumers and competitors should be at their fingertips. Employees, likewise, should be well-informed about their positions, powers and responsibilities especially, and therefore the aims and objectives of the organisation generally.
Information regarding demand for a specific product, the taste, liking, etc. of the consumers; availability of raw materials, credit facility, advertising media; latest government rules and regulations, etc. are required for the production and selling of the product.
Information are often obtained from past records, books, journals, newspapers, government publications, seminars, conferences, exhibitions, trade fares, etc. the other sources of information are the chambers of commerce, structured questionnaires, radio, television, internet, etc. Whatever could be the sources, the information must be reliable, accurate, complete and latest.
2. Persuasion:
To persuade means to make people plan to do something, especially by repeatedly asking them or telling them the reasons why they should do it; in other words, influencing people to believe or to do what one wants. this is often one among the important objectives of communication.
The seller often influences the customer through persuasion to buy his/her products rejecting earlier decision to shop for other products. This persuasion should be so planned that the customer becomes least aware of being persuaded and although he/she becomes conscious, he/she should be made to know that it's for his/her own interest. Actually persuasion is an art which should be suggestive in nature instead of coercive.
3. Conveying Suggestion:
Communication helps in conveying suggestions, opinions and concepts . The workers who are literally engaged within the work know better the loopholes in it and may suggest to the managers the ways to plug the loopholes. this is often an example of upward communication. In big offices, suggestion boxes are provided and suggestions are received throughout the year. Sometimes further communication is created with the suggestions for clarification. Interaction of suggestions and ideas help the progress of an organisation.
Suggestions aren't within the nature of order or advice and are, therefore, never obligatory to follow them. Either acceptance or rejection is feasible within the case of a suggestion. Some executives, supervisors or managers who have a false notion of self-dignity, self-respect, higher position, etc. might not accept a suggestion, although it's good one because it comes from lower level. But dynamic executives welcome constructive suggestions within the interest of the organisation.
4. Advice:
One of the objectives of business communication is to advise an individual or a bunch of individuals. The manager advises the subordinates about the ways and means of higher performance. Advice involves personal opinion and it influences the opinion and action of the opposite person(s) to whom advice is being given.
Today’s business world is extremely complex and nobody can be an expert altogether the spheres of business. So, a businessman has got to take advice from experts regarding the matters during which he's not well-informed. for instance , he may need advice regarding banking, insurance, stock market , tax rules, legal procedures, etc. Within the business the managers, supervisors and executives may advise one another (a case of horizontal communication) and therefore the subordinates (downward communication).
5. Motivation:
Communication is created to inspire, to motivate, and to make a sense of loyalty among the workers. Through communication their morale is boosted up and it results in better performance. Regular communication is important for motivating the workers and infusing in them a positive attitude towards work and a healthy relationship with the managers. This, ultimately, increases managerial efficiency.
Motivating someone means inspiring but not forcing him/her to try to to something. A motivated worker is an asset of any organisation. The greater the motivation, the lesser is that the cost of supervision, because a motivated worker never neglects his duties.
Motivating factors include monetary incentives, security of job, job satisfaction, good working environment, participation in decision-making, fixation of target, etc. Money works as a decent motivator. A worker works overtime when he/she is allowed extra wages. Security of job motivates an employee to devote himself/herself wholeheartedly to the work.
If an employee is satisfied with the work , he/she gets pleasure in doing it. Good working environment attracts him/her to work in co-operation with other members. Workers’ participation in decision-making gives them a way of being part and parcel of the organisation. Fixation of production target, sales target, etc. of an organisation helps the workers to figure together to realize the target. Thus, various factors of motivation contribute to attain performance excellence of an organisation.
6. Training:
To meet the necessity of an organisation, senior employees may have to be trained to update them about the new technological developments so on adjust themselves to changing work environment or job demands. The new employees can also require training at the initial stage to cope up with the methods, techniques and systems of labour within the organisation.
Communication is the key to all these sorts of training. Such communication are often made through classroom teaching, lectures, seminars, short courses, conferences, educational tours, film shows, etc. Not only the standard employees, but the managerial staffs also got to be trained within the process stated above.
7. Instruction, Guidance and Counselling:
One of the objectives of business communication is to manage the workers by means of imparting instruction, providing guidance and arranging for counselling. Legal, vocational and medical guidance and counselling are provided free of cost for the workers in a good business organisation. Doctors, lawyers, coaches, etc. are employed for the aim. The underlying objective of such assistance is to stay the employees physically fit and mentally alert so that they'll work whole-heartedly for the well-being of the organisation.
8. Giving Warning and Appreciating Good Work:
It is considerably necessary to understand a good worker. It’ll encourage him/her to strive for better performance and greater involvement. It makes the worker conscious about his/her responsibilities. On the opposite hand, it's also necessary to offer warning to the workers who tend to be in disciplined, non-accountable and unproductive or create disturbance. The target of both appreciation and warnings could also be accomplished through oral or written communication.
9. Resource Utilisation:
Communication checks wastage of the resources of the organisation and helps their better utilisation. Lack of data or lack of proper direction in time may cause the waste or misuse. Communication helps to bridge the gap of data through instruction, advice, etc. and waste or misuse of resource is minimised. Not only material resources, but also the financial resources, human resources and other resources are utilised properly through communication.
10. Management Efficiency:
One of the objectives of business communication is to extend efficiency of the management. If there's an honest network of communication (formal and informal), the organisation are often managed efficiently and effectively.
When your communication is clear, you're ready to convey your thoughts more precisely. you'll even be ready to get the work done and in case of job interviews, you'll even be ready to land your dream job. As for every sort of learning, business communication also has some principles which make your communication simpler . These are referred to as 7 C’s of communication.
7 C’s of communication
Just imagine if you're performing at an area and everybody in the place doesn't have proper communication skills and as a result, most are following their own thoughts. Will that working place be effective? No, it'll not be effective; it'll be a giant mess. that's why is vital to learn the 7 C’s of communication. Here are those:
1. Concise
Being concise means having the ability to convey your messages in shortest possible words. But this doesn’t mean that you provide the knowledge less but articulating in such a possible way that you get to spread the message across everyone which too in fewer words.
It is a necessity for business communication as this C doesn't involve the vague words and this the message is clearly sent to everyone. due to conciseness, you save time also as you save plenty of costs.
As this C excludes the needless and excessive words it makes the most idea or the message more understandable. For audience also this type is more convenient and appealing.
2. Clear
Clear or clarity is extremely important in business communication. Through this, you're ready to emphasize a selected message or a goal at that point .during a business communication, you can't achieve an excessive amount of in one go. That’s why you need to clear about your ideas.
Because of clarity, the understanding of ideas becomes easier. Because the clarity is achieved for ideas and thoughts, the meaning of the words is enhanced. The message becomes more appropriate and exact.
3. Correct
The understanding of your audience is directly proportional to the correctness of your ideas. Because correct communication of thoughts and concepts is additionally an error-free sort of communication. There are some ways to realize this correctness in your sentences.
One is thru a technical understanding of your thoughts and concepts . Further, the names and titles that you simply have mentioned should be correct. due to correctness the arrogance level of yours also as your audience increases. it's more impact.
4. Concrete
Concreteness refers to the thought of being clear and particular. It avoids the essential fuzziness and general in your ideas and thoughts. Concreteness also adds to your confidence level.
Concreteness is supported by figures and facts thus it gives your ideas a lift .because it involves clear words only, it helps in increasing your reputation. There are little to none chances that your message is misinterpreted.
5. Complete
A message or a thought is complete when the audience has everything that they need to be told. Also, this provides an authority to them to move to call of action.
The complete communication generally involves the decision to action, which helps the readers understand what you would like to imply to them. It also includes all the facts and figures within the sentences.
Due to complete communication, the reputation is enhanced for a corporation .a complete communication also involves additional information whenever or wherever it's required. Thus, it leaves no room for doubt within the mind of the readers and audiences. It also helps in persuading the audience.
6. Courteous
Courtesy is that the respect that we show to others and in business communication also it means the same thing. you should show reference to your reader by having courteous communication. The individual while sending the message should be polite, sincere, enthusiastic, and reflective.
Being courteous means you have taken into consideration the feeling receiver also as your own. It also shows that you are positive and your focus is on the audience. Courteous messages aren't at all biased.
7. Coherent
The messages that you simply send should be logical and that is why coherent communication is vital. The message involves certain ideas and thoughts and thus once they are coherent than only they're ready to convey the main idea of the message. All the points that you have mentioned should be relevant to the subject and connected.
The process of business communication has certain other characteristics. They are:
1. Integral a part of Management Process:
Communication encompasses those activities by which the ideas, opinions and decisions of the managers are conveyed to the subordinates of various ranks. It also involves the exchange of facts, feelings, suggestions and responses between the superiors and subordinates.
Communication, during this way, puts the people into action, guides and directs their activities, regulates and co-ordinates them for correct work performance. A manager, thus, performs the management functions through communication and managerial positions become the communication centres to receive information from various sources for its transmission to relevant points.
So, communication may be a part and parcel of management function, and is, thus, an integral a part of management process. that's why, Chester I. Bernard remarks, “the first executive function is to develop and maintain a system of communication”.
2. Two-Way Traffic:
Communication doesn't only mean its downward movement from superior to the subordinates it implies both the transmission and reception. So, when conveying any information, a manager should know its reactions and responses. Otherwise, managerial task of guiding and directing are going to be ineffective.
A man should, thus, not only speak, inform and order, but should even be ready to listen, answer and interpret. Communication, therefore, involves two-way traffic from the managers to the workers and from the workers to the managers. it's not complete unless the message has been correctly understood by the receiver and its response becomes known to the sender.
3. Mutual Understanding:
The basic purpose of business communication is to cause understanding between individuals within the organisation. it's a crucial element for establishing human relationships. a pacesetter can lead and a manager can direct effectively by establishing perfect understanding with the subordinates, peers and superiors within the organisation.
The greater the degree of understanding presents within the communication the more possibility that act will proceed within the direction of accomplishing the goals.
4. Pervasive:
The subject-matter of business communication covers a large range and extends to all functions—purchases, production, sales, finance, recruitment, wages, dividends, market standing, innovation, productivity, etc. It also moves through all levels of management— upward, downward and sideways. Business communication is, thus, said to be a pervasive function.
5. Continuity:
Communication is an ever-present activity and without it an organisation cannot exist. Communication is as necessary to an organisation as blood circulation during a living body. Therefore, the managers should make sure that adequate and smooth communication flows altogether directions.
Breakdown of communication leads to misunderstanding, creation of unfavourable attitudes, hostility and conflict. So, communication must be a continual process and move up, down and sideways for active participation of all concerned.
6. Specific:
A business communication is usually specific in nature. It means a specific communication should deal with one subject at a time. this is often necessary for the effectiveness of communication. Multiplicity of subject during a communication has the likelihood of making confusion which is dangerous to sound management. It must be specific with reference to the information intended to be conveyed or received.
7. Result and not Cause:
Sound communication is that the results of competent management, not the explanation for it. Business communication may be a means to an end and acts as a tool within the hands of the managers. Successful handling of this tool depends upon the competence of the managers. it's not an independent activity, rather an important ingredient of managerial function.
So, good communication doesn't produce good manager. But good manager is almost always an honest communicator. Misconception of management process often results in poor communication.
8. Internal and External:
Business communication is primarily internal. It is, thus, a neighbourhood of administrative function and intended to use to the members belonging to an organisation. Orders, instructions, suggestions and even public notice announcing the annual general meeting of a corporation are a number of the examples of internal communication.
But nowadays, many communications move beyond the organisational horizons and touch the surface population exceeding the organisation’s own (e.g., advertisement). Business communication may thus be internal and external.
9. Different Types:
Business communication could also be of various types—formal, informal, upward, downward, sidewise, written, oral, etc.
10. Feedback:
A communication can't be complete unless and until feedback or response of the recipient is formed. Feedback could also be written, oral or gestural. Sometimes mere silence can also constitute a feedback.
The process of communication has multiple barriers. The intended communication will often be disturbed and distorted resulting in a condition of confusion and failure of communication. The Barriers to effective communication might be of the many types like linguistic, psychological, emotional, physical, and cultural etc. we'll see all of those types intimately below.
Linguistic Barriers
The barrier is one among the most barriers that limit effective communication. Language is that the most ordinarily employed tool of communication. The very fact that every major region has its own language is one among the Barriers to effective communication. Sometimes even a thick dialect may render the communication ineffective.
As per some estimates, the dialects of each two regions changes within a couple of kilometres. Even within the same workplace, different employees will have different linguistic skills. As a result, the communication channels that span across the organization would be suffering from this.
Thus keeping this barrier in mind, different considerations have to be made for various employees. a number of them are very proficient in a certain language and others will be comfortable with these languages.
Psychological Barriers
There are various mental and psychological issues which will be barriers to effective communication. Some people have stage fear, speech disorders, phobia, depression etc. All of those conditions are very difficult to manage sometimes and can most certainly limit the ease of communication.
Emotional Barriers
The emotional IQ of an individual determines the ease and comfort with which they will communicate. an individual who is emotionally mature will be ready to communicate effectively. On the opposite hand, people that let their emotions take over will face certain difficulties.
A perfect mixture of emotions and facts is important for effective communication. Emotions like anger, frustration, humour, can blur the decision-making capacities of an individual and thus limit the effectiveness of their communication.
Physical Barriers to Communication
They are the foremost obvious barriers to effective communication. These barriers are mostly easily removable in principle at least. They include barriers like noise, closed doors, faulty equipment used for communication, closed cabins, etc. Sometimes, during a large office, the physical separation between various employees combined with faulty equipment may lead to severe barriers to effective communication.
Cultural Barriers of Communication
As the world is getting more and more globalized, any large office may have people from several parts of the world. Different cultures have a special meaning for several basic values of society. Dressing, Religions or lack of them, food, drinks, pets, and therefore the general behaviour will change drastically from one culture to a different.
Hence it's a must that we must take these different cultures into consideration while communication. This is often what we call being culturally appropriate. In many multinational companies, special courses are offered at the orientation stages that permit people realize other cultures and the way to be courteous and tolerant of others.
Organisational Structure Barriers
As we saw there are many methods of communication at an organizational level. Each of those methods has its own problems and constraints which will become barriers to effective communication. Most of those barriers arise due to misinformation or lack of appropriate transparency available to the employees.
Attitude Barriers
Certain people wish to be left alone. They’re the introverts or simply people that are not very social. Others wish to be social or sometimes extra clingy! Both these cases could become a barrier to communication. Some people have attitude issues, like huge ego and inconsiderate behaviours.
These employees can cause severe strains within the communication channels that they're present in. Certain personality traits like shyness, anger, social anxiety could also be removable through courses and proper training. However, problems like egocentric behaviour and selfishness might not be correctable.
Perception Barriers
Different people perceive similar things differently. this is often a fact which we must consider during the communication process. Knowledge of the perception levels of the audience is crucial to effective communication. All the messages or communication must be easy and clear. There shouldn’t be any room for a diversified interpretational set.
Physiological Barriers
Certain disorders or diseases or other limitations could also prevent effective communication between the varied channels of an organization. The shrillness of voice, dyslexia, etc are some samples of physiological barriers to effective communication. However, these aren't crucial because they will easily be compensated and removed.
Technological Barriers & Socio-religious Barriers
Other barriers include the technological barriers. The technology is developing fast and as a result, it becomes difficult to keep up with the most recent developments. Hence sometimes the technological advance may become a barrier. Additionally to this, the cost of technology is usually very high.
Clarify Ideas before Communication:
The person sending the communication should be very clear in his mind about what he wants to mention. He should know the objective of his message and, therefore, he should arrange his thoughts during a proper order.
Communicate consistent with the need of the Receiver:
The sender of the communication should prepare the structure of the message not consistent with his own level or ability but he should keep in mind the extent, understanding or the environment of the receiver.
(3) Consult Others before Communication:
At the time of designing the communication, suggestions should be invited from all the persons concerned. Its main advantage are going to be that all those people that are consulted at the time of preparing the communication plan will contribute to the success of the communication system.
(4) be aware of Language, Tone and Content of Message:
The sender should look out of the very fact that the message should be framed in clear and delightful language. The tone of the message shouldn't injure the feelings of the receiver. As far as possible the contents of the message should be brief and excessive use of technical words should be avoided.
(5) Convey Things of Help and Value to the Listener:
The subject matter of the message should be helpful to the receiver. the necessity and interest of the receiver should specially be kept in mind. Communication is more effective in such a situation.
(6) Ensure Proper Feedback:
The purpose of feedback is to seek out whether the receiver has properly understood the meaning of the knowledge received. Within the face-to- face communication, the reaction on the face of the receiver are often understood.
But in case of written communication or some other type of communications some proper method of feedback should be adopted by the sender.
(7) Consistency of Message:
The information sent to the receiver shouldn't be self- contradictory. It should be in accordance with the objectives, policies, programmes and techniques of the organisation. When a new message has to be sent in place of the old one, it should make a mention of the change otherwise it can create some doubts.
(8) Follow up Communication:
In order to form communication effective the management should regularly attempt to know the weaknesses of the communication system. during this context effort are often made to know whether to get more stress upon the formal or the informal communication would be appropriate.
Similarly, suggestions are often invited in respect of the medium of communication (oral, written and gestural) to understand on which medium would be more effective and appropriate.
(9) Be a good Listener:
It is the essence of communication that both the sender and the receiver should be good listeners. Both should hear the each other’s point of view attentively, patience and positive attitude. A sender can receive much relevant information by being a good listener.
(i) Verbal Communication:
‘Verbal or Oral Communication’ implies the transmission of orders, messages or suggestions through spoken words. it's going to be face-to-face or through a speaking instrument like telephone.
Verbal communication may pass directly between one person and another or group or indirectly through meetings and conferences. Whatever tool is employed , it saves much time and permits personal contact. This fosters a friendly and co-operative spirit, ensures quick understanding and proper explanation, encourages questions and answers, and stimulates interest.
The speaker is also during a position to understand the reaction of the listener. Again, it's best suited for confidential and emergent talks. But it's not suitable if the space between the speaker and therefore the listener is just too long. it's also unsuitable if the matter to be communicated is lengthy and is to reach many persons simultaneously. It also lacks recorded evidence and future reference and doesn't allow the listener much time to think, act, and react.
(ii) Written Communication:
A ‘Written Communication’ means the sending of message, order or instruction in writing through a letter, circular, manual, report, telegram, office memo, bulletin, etc. it's a proper method of communication and is suitable for long distance communication and repetitive standing orders. It creates the records of evidence and future reference, and may be sent to several persons at a time.
It gives the receiver sufficient time to think, act, and react. A written communication so as to be effective should be clear, concise and complete. Moreover, it's time-consuming and expensive, and it cannot maintain secrecy, offers difficulty in explaining all matters, has no chance of clarification, is less flexible and not effective in emergency.
(iii) Gestural Communication:
Communication are often made through movement of body, facial expression, smile, modulation of voice, sign, handshake, rubbing of hands, eye- to-eye contact, sort of walking, etc. As communication is formed through bodily gestures it's called ‘Gestural Communication.’
It should be kept in mind that, though the methods of communication are different, nobody method are often used exclusively. So, different methods could also be utilized in combination to suit the aim of the communication.
Every firm or organization has a formal set-up. As per the needs of the organization and as per the ability and qualifications of the employees, they are appointed at suitable positions.
They are placed and this placement at different levels or ladders at which people work within an organization is known as 'line of authority' or 'hierarchy'.
Formal communication takes place within the line of authority. It flows along a prescribed channel, observing all the norms applicable to the hierarchy, and all the members on line of authority are obliged to follow this line of communication, e.g. if a clerk in a particular department wants to apply for casual leave, he has to submit his application to his immediate senior and not to the manager or Managing Director. It has to be forwarded through proper channel.
Formal communication may move either vertically or horizontally. Vertical communication can flow downward (from superiors to subordinates) or 'upward" (from subordinates to superiors). Horizontal communication flows among employees of equal or comparable status. When a number of people, irrespective of their status sit down and confer with one another to arrive at a decision acceptable to all, it is called "consensus'.
In addition to these formal channels of communication, there exists an in formal channel of communication. This informal communication is an integral part of the communication system and operates in every organisation. It is called ‘grapevine' communication.
VERTICAL COMMUNICATION
Vertical communication takes place among people working on different levels on the line of authority. The line of authority becomes the line of communication. Vertical communication is essential in every organization. It flows up-and-down the ladder of organization.
Vertical communication consists of communication up and down the organization's chain of command or hierarchy. It is the communication where information or messages flows within the top level of the organization structure and bottom level of the organizational structure.
Merits of Vertical Communication
1. Enables internal communication.
2. It enables the upper level management to convey their suggestions complain and recommendations to the subordinates.
3. It enables superiors to collect authentic and dependable information from subordinates easily.
4. There is systematic flow of information under this communication system, so a good relation can be developed between superior and subordinates.
5. Since duties and responsibilities are delegated among departments thorough vertical communication, decentralization becomes possible.
6 It facilitates job assignment and job evaluation of the employees.
7. It ensures maintenance of better discipline as it involves the usage of official channels.
8. Helps generate documentary evidence as a record for use in future.
9. It enables providing proper directions to subordinates regarding official policies and procedures so that proper implementation of official functions can take place.
10. Since it ensures co-ordination among employees, it increases efficiency.
Demerits of Vertical Communication
In spite of having many advantages vertical communication, there are some disadvantages which are given below:
1. As it follows the official channels it is a time consuming process.
2. As it does not permit flexibility, it, is unable to cope with the changed situations.
3. There is no scope for creativity in employees as they function in a mechanical manner.
4. In repeated communication from one to the other, sometimes there is a loss or distortion of information.
5. In this communication, loss of information may also take place if superiors neglect to send message to their subordinates.
6. Subordinates may lose respect for seniors due to the senior's inability to project any originality in dealing with demanding situations.
DOWNWARD COMMUNICATION
Downward communication is also called as Down Stream Communication. It flows from the higher authorities to the lower levels in the organisation. The downward communication involves:
Advantages
1. Provide Directions: downward communication helps manager to give directions to the lower level employees by sending the right messages down through the formal channels. Proper directions help the employees to undertake their activities efficiently and effectively.
2. Control of Activities: The superiors can also control the activities of their subordinates. Through a review of performance, the superiors can come to know of the shortfalls or deviations. With the help of downward communication, the management can take proper control measures to correct and control the deviations.
3. Motivate Employees: Downward communication can be used to motivate the employees to perform better. The superiors can undertake performance appraisal of the employees, and help the employees to consolidate their strengths through encouragement and praise. Weaknesses of employees can also be corrected through motivational talks with the employees.
4. Clarifications: At times, employees may seek clarifications on plans and policies of the organisation. Through effective downward communication, the management can clarify the plans and policies of the organisation.
5. Labour-Management Relations: Through effective downward communication, management can develop good relations with their employees. In hard times, management can explain the problems faced by the organisation to the employees. In good times, the management can share the organisation's success with the employees. Thus, timely and effective communication can help to develop good relations with the employees.
6. Discipline: With the help of downward communication, the management can inform the organisation of the rules and regulations of the organisation to the employees. This helps to bring about discipline in the organisation.
Limitations of Downward Communication
1. Delay: When downward communication flows through the line of command, there is a possibility of delay in reaching to the right person. To avoid this problem, certain firms provide information directly to the person concerned.
2. Distortion: When there is a long chain of communication, the communication gets lost and/or distorted. At times, a person in the chain of communication may not inform at all to the next person in the chain, either deliberately or otherwise. There are also a number of cases, where the original communication is distorted, and the original communication conveys altogether a different meaning than what was intended by the sender.
3. Filtering: At times, managers may withhold sensitive or valuable information from the employees. In such a situation, the work of the organisation may get affected, and the relations between the management and employees may get strained.
4. Resentment: Through downward communication, the superiors may try to impose their authority on the subordinates. Some subordinates may resent such deliberate imposition of authority on them by the superiors.
5. Problem of Over-emphasis: In some organizations, management may place too much of emphasis on downward communication. i Management may get used to only downward communication. There may be no or little emphasis on upward communication. This may affect the working of the organisation. This problem can be solved by giving proper emphasis on upward communication.
6. Problem of Under and Over Communication: At times, the superiors may provide too little or too much of information than what is actually required by the subordinates, which in turn may affect their working.
UPWARD COMMUNICATION
Upward communication is also called as up Stream Communication. Upward communication involves flow of information from lower positions or levels to upper positions. Upward communication is vital for any organisation to survive and succeed in this competitive business world. The upward communication involves:
Advantages of Upward Communication
1. Feedback: The management can get feedback from the employees in respect of the plans and policies of the organisation. The management can also come to know whether the employees have understood and followed the directives or instructions issued to the employees. The employees can also provide reports on performance of the organisation.
2. Complaints and Grievances: Upward communication helps the employees to express their complaints and grievances to higher authorities. It helps the management to be aware of the genuine problems faced by the employees in the organisation.
3. Suggestions: The employees are closer to the job and as such they know the job better than the superiors. Therefore, management must encourage suggestions from the employees. Organisations like Toyota Corporation receive thousands of suggestions every year.
4. Schemes: The management can introduce various schemes like reorganization or restructuring, on the basis of suggestions given by the employees or at their own initiative. The employees may easily accept such schemes as they play an important role in the decision making process. If they have any objection to such schemes, they can easily communicate the same to the management with the help of upward communication.
5. Harmony: Upward communication brings harmony in the organisation. The management and the employees work as a team and work for the success of the organisation.
Limitations of Upward Communication
2. Affects Superior-Subordinate Relations: Upward communication may affect the relations between the superior and subordinate, when the subordinate directly reports to higher ups. However, this problem can be solved through the so called "attitude shift" in the organisation, where the superiors should learn to accept the fact that subordinate can have freedom to express their views to the top authorities, and that such an instance would benefit the organisation as a whole.
3. Reluctance on the part of Subordinates: Quite often, the subordinates are reluctant to complain or suggest to higher authorities, as they feel that such complains or suggestions may reflect the inefficiency of the higher ups. This problem can be solved by creating a favourable environment in the organisation for providing suggestions.
4. Resistance from Traditional Managers: Upward communication is resisted by traditional managers. They do not encourage upward communication in their organisation. They do not like to be told by their subordinates. They do not like to accept complaints and suggestions.
HORIZONTAL COMMUNICATION
Organizational communication between people on the same level in the managerial hierarchy of an organization may be termed horizontal or lateral communication.
For example, the production manager has to communicate with the sales manager or with the purchasing manager. Similarly, interchanges will take place from departmental head to departmental head, and clerk to clerk or worker to worker. (External Horizontal communication takes place when managers, section heads and workers in one organization deal with their counterparts in other organizations.
Advantages of Horizontal Channel of Communication
Disadvantages of Horizontal Channel of Communication
DIAGONAL COMMUNICATION
Diagonal communication may be a channel of communication that encourages a mixture of vertical communication and horizontal communication. It was conceived as a response to a perceived need of support by various departments within large organizations.It involves interdepartmental communication by people at different levels. It occurs between individuals who are at different levels of authority and who serve in different departments.
Advantages of Diagonal Communication
1. It enables building of cross-departmental teams.
2. It enables selecting the right person for the transmission of information.
3. It is the fastest methods of communication.
4. It encourages friendliness and informality.
5. It involves a reduction in 'filters' and as a result ensures correct transmission of message.
6. It is most effective in critical situations.
Disadvantages of Diagonal Communication
1. It can destroy lines of authority and formal chains of command.
2. It can create ego hassles as it tends to leave immediate superiors uninformed of what their subordinates are doing.
3. It can lead to conflicting orders and hence to further confusion.
4. Being mostly verbal, often no one is accountable when things go wrong.
INFORMAL CHANNEL
Along with formal communication in an organisation, there exists a secondary network of communication, which is referred as informal communication or grapevine.
The informal communication is called grapevine. Grapevine is the plant or creeper on which grapes grow. The grapevine may grow or move in any direction with the support of its tendrils. In the same way, informal communication can move in any direction with the support of informal groups.
Factors Responsible for Informal Communication:
2. Problem of Superiors: At times, superiors are autocratic in nature. They do not encourage upward communication. They only order the subordinates and are reluctant to accept suggestions and opinions from the subordinates. In such a situation, subordinates seek comfort from each other through informal communication.
3. Natural Tendency: There is a natural tendency to gossip, and to talk about others, to share personal problems with others and so on. Such natural tendency gets strengthened with the help of informal communication.
4. Lack of Self-confidence: Employees may feel insecurity or lack of self-confidence and as such they may form informal groups to do away with insecurity and lack of self-confidence.
Advantages of Grapevine
2. Feedback: Management should not discourage informal communication. This is because; such communication provides vital feedback to the management regarding the functioning of the organisation, including leadership styles of managers.
3. Supplement to Formal Channels: Grapevine acts as a supplement to formal channels. When certain sensitive information cannot be transmitted through official channels, management may pass it on through the informal channels.
4. Promotes Team Spirit: Informal communication may promote team spirit among the members of the organisation. Through informal communication, people come together as a cohesive team, which car positively affect the organisation.
5. Informal Relations: The grapevine develops informal relations not only within a department but also among the various departments as people belonging to various departments get involved in the informal communication.
Limitations of Grapevine
2. Lacks Credibility: Informal communication lacks credibility. It cannot be relied upon by anyone in the organisation. This is because; one may not know the source of such information.
3. Lacks Responsibility: Informal communication lacks responsible. It is difficult to hold someone responsible for rumours or such other information.
4. Incomplete Information: The informal communication is usual incomplete in nature. Therefore, there is every possibility of being misunderstood or misinterpreted.
5. Affects Corporate Image: Informal communication such as rumours may spread quickly and spoil the name of the organisation, before the management takes remedial measures to rectify the situation.
