INTRODUCTION:

Since time immemorial communication has been the most effective tool
of mankind to establish human relationship. Human race has survived
and has been able to deal so effectively with the fluctuating environment
mainly by means of communication skills. “ They have a communication
problem is a common diagnosis of interpersonal difficulties of work or
elsewhere.
Organizational effectiveness influences and is influenced by the
effectiveness of its supervisors, executives or managers. As a supervisor
or as a manager you are concerned with your effectiveness as well as
effectiveness as well as effectiveness of your organization.
Effective communication is also essential for healthy growth and
development of an organization. It helps in building morale, inculcating
team spirit, in increasing productivity and in overall effective
achievement of objectives.
Supervisors and managers, particularly those who are responsible for
production and selling functions in an organization spend most of their
time dealing with people and problems. Success of supervisor of a
manager does not depend on his competency in technical / professional
subject alone, though it is an important ingredient of his success, but on
his ability to get along well with others. Smooth interpersonal
relationship in an organization depends on effective use of
communication skills by its members. Therefore, the ability to
communicate effectively in problem solving discussions to achieve
results and at the same time maintain good relations is very essential.
Before we discuss the communication process, it is worthwhile to know
the meaning and nature of communication. Various authors have given
different meanings of the term communication. By and large it is an
accepted fact that when a transacts with B,A communicates some
message to b, either verbally or non verbally and we say communication
X has taken place between A & B. Communication, therefore, is a
process through which we get in touch with others and transmit our
ideas, opinions and information down, up, sideways, so that these are
understood as intended.
There are as many definitions on communication as the number of
authors on the subject. We will deal with only the most appropriate to
our subject. American College dictionary contains the following
definition of the word communication.

“The imparting or interchange of thoughts, opinions of information

by speech, writing or sign”

Mr.Edward H.Rocky who has authored a number of books on

communication gives us a working definition of effective
organizational communication. This definition, to a great extent,
serves our purpose to understand the communication process.

“Effective organizational communication occurs when a sender

transmits a message and receiver responds to the message in a
manner which satisfies the sender”.
Since communication pervades the entire organization, connecting and
influencing all its parts, it plays the role of nervous system, which carries
impulses throughout the organism coordinating the entire body. Therefore,
to understand the nature and various ingredients or elements of
communication accurately, we think of it as a system connecting various
elements in the organization rather than one specific element. Thus
communication in nature, is a dynamic process. To become an effective
communication, it is necessary to understand the operation of various
elements of this process.

COMMUNICATION PROCESS:
When we say that we will look at the communication process we mean that
we want to examine the necessary ingredients that influence the interaction
among people we must look into the factors that have to be taken into
account and how these factors operate. We are basically concerned with
improving our ability to be understood, and to understand others.
What are the factors or elements that have to be examined? Aristotle
said, “ We have to look at three things: the speaker, the speech and the
audience”. He meant that each of these elements is vital to
communication and that we can organize our study of the process under
the headings of (1) the person who talks, (2) what he says, and (3) the
person who listen.

This kind of way of looking at communication persisted for a long time.

In 1947 Claude Shannon, a mathematician, and Warren Weaver, and
electrical engineer, presented a model of how communication works in a
telephone system - or any other communication system. According to
them the communication process model consists of the following
elements:
(1) a source, (2) a message (3) a transmitter or channel,
(4) a receiver and (5) a destination
Later on other researchers added two more elements in this model that the
(6) Signals and (7) Noise. However, according to me, no Communication
skill can be acquired by getting awareness of communication process, types
of communication, characteristics of on effective communication, barriers
in communication, how to avoid / remove the barriers and how to become
an effective listener.
MEANING AND NATURE OF COMMUNICATION
Before we discuss the communication process, it is worthwhile to
know the meaning and nature of communication. Various authors have
given different meanings of the term communication. By and large it is an
accepted fact that whn A transacts with B, A communicates some message
to B, either verbally or nonverbal and we say communications X has taken
place between A&B. communication, therefore, is a process through which
we get in touch with others and transmit our ideas, opinions and
information down, up, sideways, communication model is complete unless
a feedback loop from receiver or destination to the source is also added to
this model. A brief account of each element of communication process
model is given below.
 FACTORS IN COMMUNICATION PROCESS
MODEL

Noise

Message Message
Source Channel Sign Receiver Destination
Sent received

Noise

Feed Back
 SOURCES (S)
 All communication must come from more sources. Source may or may
not be the sender. He may send the message himself of select another
person as a sender.
 Source might be one person or a group of people, an institution or an
organization.
 Who is the source? What is his status in an organization or in the
society?
 What is his competence and authority level as regards subject matter
and jurisdiction?
 His attitude towards: (i) himself (ii) subject matter on which he is
communication, and (iii) Receiver’s of the message.
 His educational background and knowledge about: (i) his subject, (ii)
his audience and their educational background.
 His social background i.e. which social group he belongs to what his
role is, who his friends are and in what social environment he has come
up.
 His own communication skill - ability to speak, to write and
to draw the audience.
 His age and sex.
 His cultural background. Every culture has its own ways of
communication and value system.
It can profit us to examine ourselves as source of
communication and to evaluate communication that we
receive in light of what we know about the source. Whatever
is applicable to source is also applicable to the receiver as the
receiver may also sometimes as sender and sender as receiver.
THE MESSAGE (M):
Consider the following points while framing the message
whether oral or written:
What is the purpose or aim of the message? What do you want to
achieve with the message? Is it to pass the information or collect some
data or get some work done or to advertise the product? Each objective
will determine different contents.
Educational level of the receivers
 Language and difficulty level of language of the receivers.
The contents have to be selected and organized. Contents should be
relevant to the objective and meet the needs of the audience or
receivers.
Ideas to be presented have to be clearly listed, and isolated. Avoid
mixing up of ideas.
Facility for transmission of the message. When a particular source has
created or selected a message, he has to decide what channel he will
use to present the message, i.e. what medium (or media) of
communication will be most effective.
THE CHANNEL OR TRANSMISSION (T)
 Consider the following points while selecting the channel:
 What is the objective of the message?
 Who is the audience - single person, a group of people or mass or
people.
 Time available and urgency of message.
 As far as possible it should appeal all the five senses or maximum
number of them i.e. message can be seen, can be heard, can be touched,
can be smelled and can be tasted.
 Each of the following channels can be selected to satisfy one or more of
the five senses:
(i) Public speech, discussion, interviewing, committees meetings
(ii) Radio, recording, newspaper, magazines
(iii) Motion pictures, T.V.., Video, Film Strips, Slides, posters
 (iv) Demonstrations, dramas, on the job training’s, training programs etc
(v) Newsletters, house organ, notice board, circulars, letters, etc.
(vi) Telephone, Telex, Telegrams and Wireless
(vii) Courier service or personally conveying the message
(viii) Courier service or personally conveying the message.
Use more channels (i.e. stimulate more senses)
Generally communication is more effective when senses are simulated
more directly and immediately.
Use a channel that is available to the receiver also.
Use always an alternative channel. If message has been passed on
telephone, it is better to write a letter also. If a telex message has been
sent, send a copy by post also.
THE SIGNS:
This can be looked at in terms of the language that will suit the
communication channel or media. It can be natural languages such as
English, Hindi, Marathi, Gujarathi, French, or Spanish etc. It can be other
kinds of languages such as music, painting, art work, gestures, dances,
singing, modeling etc.,

THE NOICE:
The noise can be physical, emotional or mental. It creates a barrier and
distorts the message. The message received may notbe the same if
interrupted by any kind of noise. Be mindful of the noise and try to
control it as far as possible.

THE RECEIVER:
The important link in the communication process is the receiver or
receivers, the person or the persons on the other end of the process from
the source. All of the factors that apply to the soured equally apply to the
receiver.
THE DESTINATION ( D ):
Here destination means the desired reaction or the achievement of
objectives of the communication. This will depends on many other factors
which are discussed in subsequent pages. Feedback helps to find out
whether the message has been received correctly and understood properly
to avoid distortion.

THE FEEDBACK ( F ):
No communication is complete without feedback, particularly in an
organization where the main purpose of communication is to achieve
results. Feedback will help in correction of distortion if any. It helps in
collection of more data or information to complete the objective. It also
tightens loose ends if any. Last but not the least it helps in doing the job
more effectively, in creating better mutual understanding and in improving
the interpersonal relationships.
We might summarize our discussion by a sentence, which lists the factors
that we have to consider in understanding the process of communication.
Here is the sentence:
WHO (Source), for what reason, says
WHAT (message), in what way, over WHAT
CHANNELS, to what audience
(Receivers) with WHAT EFFECT (reaching the goals of the source)

EFFECTIVE COMMUNICATION
When a communication does obtain the intended outcome or results it is
termed as “Effective”. Effective communication requires, in most instances,
good communication. By good communication we mean when ‘A’ wants
him to understand. Good communication is a prerequisite, but does not
ensure effective communication.
If ‘A’ says to ‘B’ jump out of the 4th floor window”, ‘B’ may understand it
correctly but may not do so unless there is a fire on and somebody is ready
to receive him down and no other escape route is available. Yet if we
assume that ‘B’ understood ‘A’ correctly, this communication was ‘good’ but
not “effective”.
The steps listed below, to a great extent help one to receive
communication difficulties and in establishing an effective
communication. It leads to better understanding, in improving the
interpersonal relationships and in making the life a bit easier and
smoother. It also helps in creating a climate that is more productive and
makes an organization a healthy place to work with others and develops
team spirit among every member of the organization.
BASIC PRINCIPLES OF EFFECTIVE COMMUNICATION
1. EXAMINE THE TRUE PURPOSE OF EACH COMMUNICATION:
Before you communicate, ask yourself what you really want to accomplish
with your message - obtain information, intimate action, change another
per N’s attitude? Identify your most important goal and then adapt your
language, tone and total approach to that specific objective. Don’t try to
accomplish too much with one communication. In general, the fewer the
objectives, the sharper the focus of the communication and the greater its
chances of success.
2. PLAN YOUR COMMUNICATION:
Prepare and plan your communication. Clarify your ideas before
communicating. The more systematically we analyze the problem or idea to
be communicated, the clearer it becomes. This is an important step toward
effective communication. Because communication is virtually a continuous
process, we commonly express our thoughts of feelings without having
clarify what we are trying to say or accomplish. “I don’t advise you” says
Clarence Randall, “to start talking until you have begun thinking. It’s no
good opening the tap if there is nothing in the tank”. Management
communications commonly fail because of inadequate planning. Good
planning must consider the goals and attitudes of those who will receive
the communication and those who will be affected by it.

3. CONSULT WITH OTHERS, WHERE APPROPRIATE, IN

PLANNING COMMUNICATIONS:
Frequently it is desirable or necessary to seek the participation of others in
planning a communication or developing the fax on which to base it.
Such consultation often helps to lend additional insight and objectivity to
your message. Particularly when you are emotionally charged, others can
help you in guiding what language to gives and what words to avoid.

4. KEEP IN WIND ASSUMPTIONS, VIEW POINTS AND FEELINGS

OF YOUR OWN AND OF RECEIVERS
Each one of us has some assumptions about one self and about others.
These assumptions may cause a barrier in communication. Be careful as
to what your own assumptions are and what assumptions the receivers of
your message have about themselves and about the topic under
discussion. You have also to keep in mind your viewpoints as well as
others view point so that you don’t get subjective in communication.
Feelings play an important role in communicating your thoughts and
words. Words change the meaning then said with different feelings. It is
not what you say but how you say that is more important. The perception
of receivers is colored by their feelings. So keep that also in mind so that
your message is received properly.
5. COMMUNICATE WITHIN THE CONTEXT:
Always keep your aim or objective of the communication in view. It
takes less time and you achieve your results. It also helps the receiver to
receive the message clearly. Avoid irrelevant topics. If your aim is to talk
to your boss about leave, then don’t talk about your other problems. Seek
some other time for that. Don’t try to achieve many things in one
communication. Keep your context always in view.
6. CONSIDER THE TOTAL PHYSICAL AND HUMAN SETTING
WHENEVER YOU COMMUNICTE:
Meaning and intent are conveyed by more than words alone. Many other
factors influence the overall impact of a communication, and the
Manager must be sensitive to the total setting in which he communicates.
Consider, for example, your sense of timing ie the circumstances under
which you make an announcement or render a decision; the physical
setting - whether you communicate in private for example, or otherwise;
the social climate that pervades work relationships within the Company
or a department and sets the tone of its communications; customs and
past practice - the degree to which your communication conforms to, or
departs from, the expectations of your audience.
Be constantly aware of the total setting in which you communicate. Like
all living things, communication must be capable of adapting to its
environment.

7. BE WINDFUL WHILE YOU COMMUNICATE, OF THE

OVERTONES AS WELL AS THE BASIC CONTENT OF YOUR
MESSAGE:
Your tone of voice, your expression, your apparent receptiveness to the
responses of others - all have tremendous impact on those; you wish to
reach. Frequently overlooked these subtle points of communication often
affect a listener’s reaction to a message even more than its basic content.
Similarly, our choice of language - particularly our awareness of the fine
shades of meaning and emotion in the words we use - predetermines in
large part the reactions of our listeners.
8. TAKE OPPORTUNITY, WHEN IT ARISES, TO CONVEY
SOMETHING OR HELP OR VALUE TO THE RECEVER:
Consideration of the other person’s interests and needs - the habit of the
trying to look at things from his point of view - will frequently point up
opportunities to convey something of immediate benefit or long-range
value to him. People on the job are most responsive to the manager who
takes their interests into account.
9. FOLLOW UP YOUR COMMUNICATION:
Our best efforts at communication may be wasted and or may never
know whether we have successful in expressing our true meaning and
interest, if we do not follow up to see how well we have put our message
across. This we can do by asking questions, by encouraging the receiver
to express his reactions, by follow up contents, by subsequent review of
performance. Make certain that every important communication has a
“feedback” as that complete understanding and appropriate actions are
achieved.
10. COMMUNICATE FOR TOMORROW WELL AS TODAY:
While communications may be aimed primarily at meeting the demands
of an immediate situation, they must be planned with the past in mind if
they are to maintain consistency in the recovers view; but, most
important of all they must be consistent with long range interests and
goals. For example, it is not easy to communicate frankly on such
matters as poor performance or the shortcoming of a subordinate but
postponing disagreeable communication make them more difficult in the
long run and actually unfair to your subordinates and your company.
Don’t get momentarily emotional as if the world has come to an end.
Keep in view that you have to deal with the same person tomorrow or in
future also.
11. BE SURE YOUR ACTIONS SUPPORT YOR
COMMUNICATIONS
In the final analysis, the most persuasive kind of communication is not
what you any but what you do. When a man’s actions or attitudes
contradict his words, we tend to discount what he has said.
For every Manager this means that good supervisory practices - such as
clear assignment of responsibility, adequate delegation of authority, fair
regards for effort and consistency in policy enforcement serve to
communicate more than all the gifts of oratory.

12. SEEK NOT ONLY TO BE UNDERSTOOD - BE A GOOD

LISTENER
When we start talking we often cease to listen - in that larger sense of
being attuned to the other person’s unspoken reactions and attitudes.
Even more serious is the fact that we are all guilty at times of
inattentiveness when others are attempting to communicate to us.
Listening is one of the most important, most difficult - and most
neglected skills of communication. The complex are of listening , as we
shall see, demands that we concentrate not only on the explicit meanings,
unspoken words, and undertones that nay be far more significant. It
demands, in other words, that we learn to listen with the inner ear if we
are to know the inner man.
13. USE VARIETY OF METHODS (CHANNELS):
We have already discussed about channels while discussing the
communication process. Never rely on one channel, particularly when
distance is involved and when using telephone or telegraphic means. Do
confirm your messages by written communication through post also.
14. BE AWARE OF COMMUNICATION BARRIERS:
In spite of our getting good knowledge of process and keeping the
principles at the back of our minds, sometimes barriers will occur in our
communication. It is better to be aware of what causes a barrier to
communication so that you would like to avoid it and your
communication produces results.
15. ALWAYS KEEP IN MIND THAT WHAT IS IMPORTANT TO
YOU MAY NOT BE IMPORTANT TO OTHERS:
Our perception of the samepoint may differ. What is important to me
may not be important to my best or to subordinates.
Illness of my child may be important to me, but work of company may
be more important to the boss. Similarly, work may be more important
to you, but your subordinate may attach more importance to his
religious function or an occasion of marriage of one of his relatives.
This would help in better preparation and laying due emphasis on you
point of view while communicating with others.