1
Training Program on
Effective Communication
Reading Material
National Institute of Agricultural Extension Management
(An Organization of the Ministry of Agriculture, Govt. of India)
Rajendranagar, Hyderabad – 500 030, Andhra Pradesh, India
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Effective Communication in Organizations: Barriers and Importance, Lecture notes of Communication
The importance of effective communication in organizations, its impact on employee behavior and decision-making, and the various types and styles of communication. It also discusses the role of feedback and listening in communication, and provides guidelines for receiving feedback and listening effectively. The document also touches upon the concept of persuasion and its role in communication.
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Training Program on
Effective Communication
Reading Material
National Institute of Agricultural Extension Management (An Organization of the Ministry of Agriculture, Govt. of India) Rajendranagar, Hyderabad – 500 030, Andhra Pradesh, India
CONTENTS
- Communication importance, process and elements 01- Sl.No. Subject Pg. No.
- Organizational Communication 06-
- Verbal Communication
- Written communication
- Nonverbal Communication 13-
- Communication Styles 18-
- Feedback in communication 20-
- Listening in Communication 26-
- Assertive Communication 32-
- Persuasion Skills 34-
- Presentation skills 39-
- Problems or Barriers to Effective Communication 49-
- Effective communication 53-
The Continuum of Communication in Organizational Behaviour (OB) Nonverbal Interpersonal Sophisticated Communication Communication Communication Technology
Increase in sophistication
The importance of communication in any managerial process can hardly be over- emphasized. If an organization is to operate as an integrated unit, it is necessary that the top management should keep the lower level supervisors and employees well-informed of its ultimate objectives and what it wants each person to accomplish towards their realization. By freely sharing information, the management takes employees into its confidence, prepares them for changes, avoids misunderstanding, and removes it if at all it develops, and makes them more knowledgeable about the problems and policies of the enterprise.
Functions of communication
a. The information function serves to provide knowledge to the individuals need for guidance in their actions. It also fulfills worker’s desires for awareness of things that affect them.
b. The command and instructive functions serve to make the employee aware of his obligations to the formal organization and to provide him with additional guidance on how to perform his duties adequately.
c. The influence and persuasion function (also known as motivational function) encourages the appropriate individual to perform or to exhibit a certain behaviour. Messages communicated are used to convince individuals that their actions can be personally or organizationally beneficial.
d. The integrative function refers to the fact that the communication of messages / ideas, if properly handled, should help to relate the activities of the
workers to their efforts complement rather than detract from each other. Work efforts are unified rather than fragmented as a result of properly integrative communication. Employees can perform well and be involved in their work only when they understand their job duties and responsibilities. Unless the organization’s key goals, values and strategies are communicated to employees, they will not work in that direction.
The Communication Process Transmission
Noise
Sender Receiver
Feedback
The two-way communication process involves the transmission of a message from a sender to a receiver and back. Communication may take place through speech, hand signals, or other form. All communication involves eight steps, regardless of the form used.
Encoding the message
Developing an idea
Transmitting the message
Reception of the message
Decoding the message
Acceptance/ rejection of the message
Using the information Giving feedback
- Using the information: This step involves the use of the information by the receiver. The receiver may use the information, discard it, or store it for future.
- Giving feedback: Feedback occurs when the receiver sends back some response to the sender or acknowledges receipt of the message. The communication loop is complete only after feedback has been provided. Feedback is essential for finding out whether the message has been properly received, decoded, accepted and used by the receiver
The two-way communication process can be compared to the back-and-forth pattern of play of tennis or badminton. The players adjust their shots depending on the response of the opponent. Similarly, as communication progresses, the sender adjusts his message according to the previous response of the receiver. Two-way communication leads to the accurate transmission of information and improves the quality of decisions and actions dependent on that information.
2. Organizational Communication
Organizational Communication can be broadly classified into formal and informal communication.
Formal communications are those that are official, that are a part of the recognized communication system which is involved in the operation of the organization. These communications may be oral or written. A formal communication can be from a superior to a subordinate, from a subordinate to a superior, intra- administrative, or external. Formal communications take place externally to the organization i.e. with outside groups, such as suppliers, clients, unions, government agencies and community groups.
Formal communications may be mandatory, indicative or explanatory. Mandatory communication implies an order or command to be followed and goes by various euphemistic names such as instructions, briefing, etc., this kind of communication is mostly vertical and usually one way from top to downward. The indicative or explanatory communication may exist between any level and may be vertical as well as horizontal.
Informal communications grow out of the social interactions among people who work together. These are not bound by any chart on the wall but are bound by conventions, customs and culture. Such communication provides useful information for events to come, in the form of grapevine.
Organizational Communication can also be classified as
- Downward Communication
- Upward Communication
- Lateral Communication
- Interactive Communication
Downward communication depends on different types of print and oral media to disseminate information. Handbooks, manuals, magazines, newspapers, bulletin boards, notices, posters, reports and memos are different kinds of written media used by organizations. Direct orders or instructions from top executives, speeches, meetings, public address systems, telephones, closed-circuit television are examples of oral media used for downward communication.
- Upward Communication
The upward communication process is non-directive in nature, unlike the downward process, which is directive. Effective upward communication is possible only when organizations empower their employees and allow them to participate freely in decision-making. The techniques described below are used to promote upward communication in organizations:
- The grievance redressal procedure: Enables employees to appeal to management and seek redressal of their grievances.
- Open-door policy: Allows employees to approach managers at any time and discuss their problems with them.
- Counseling, attitude questionnaires and exit interviews: The Personnel Department can conduct nondirective counseling programs to help employees deal with their work-related problems as well as work and family conflicts. Attitude questionnaires may be administered periodically to find out employees’ attitudes towards the workplace and the workload. Exit interviews may be held for the employees quitting the organization to find out their reasons for leaving and their suggestions for improving the workplace.
- Participative techniques: upward communication can be achieved through formal participation programs like union-management committees, suggestion boxes, junior boards and quality circles or through informal involvement of employees. Research has shown that employees who participate in these programs are more satisfied with their job, show greater commitment toward the job, and perform better than non-participating employees.
- The ombudsperson: A position created to receive and respond to inquiries, complaints, requests for policy clarification, or allegations of injustice by employees. Through an ombudsperson, employees can have their problems resolved quickly without going through lengthy channels. This position had initially been created in Scandinavia as an outlet for people who felt that they had been treated unfairly by the government bureaucracy.
- Lateral Communication
Lateral communication involves communication across chains of command. It facilitates coordination among departments. It probably takes place because people prefer the informality of lateral communication to the formal downward and upward communication. Those actively involved in lateral communication are called “boundary spanners.” Since “boundary spanning,” allows for accumulation of vast amounts of information, such persons wield tremendous power and enjoy greater status by filtering and communicating with others.
- Interactive Communication
Interactive communication is beneficial when communication is necessary between peers involved in tasks that require coordinated effort. However, if they are not involved in tasks that require coordinated effort, interactive communication would result in reduced productivity. Interactive communication among peers may also affect vertical communication in a negative way. Employees at each level may communicate freely among themselves but fail to communicate upward and downward.
The main aims of interactive communication are:
- Task coordination
- Problem solving
- Information sharing, and
- Conflict resolution
3. Verbal Communication
Verbal communication takes place directly between the superiors and juniors in organizations and between farmers and extension functionaries in the field and is often known as face to face communication. It takes the form of talks, a public address, verbal discussions, telephonic talks, telecommunications and other artificial media, such as audio-visual aids speeches and orders, holdings of meetings and conferences, lectures, social get-togethers, training sessions, public address systems, museums, exhibitions, counseling etc.
Verbal communication enjoys certain merits
i. It is the least time consuming, is more direct, simple and the least expensive. ii. It is more communicative and effective and aids in avoiding delays, red-tape and formalities. iii. It generates a friendly and co-operative spirit. iv. It provides an immediate feedback, as questions can be put and answers obtained about the information transmitted v. Since every information cannot be put into writing, most of it is conveyed by means of oral instructions, mutual discussions and telephonic conversations. However, verbal communication has certain demerits. These are:
Lengthy, distant and important information cannot be effectively conveyed verbally Verbal talks may often be distorted if there is some cause of indifference between the receiver and the sender. It is inadequate where permanency and uniformity of form are required. Due to various communication gaps, as a result of status and other physical or personal barriers communication is incomplete. Spontaneous responses may not be carefully thought. The spoken words can be more easily misunderstood than the written words. It presupposes expertise in the art of effective speaking.
4. Written communication
A written communication is always put into writing and generally used when the audience is at a distance or when a permanency or record is required or where its preservation is essential in case it is needed as a evidence in cases of dispute. It is generally in the form of instruction, orders, rules and regulations, policies, procedures, posters, memos, reports information bulletins.
The merits of written communication are:
It serves as evidence of what has occurred or what was stated It provides a permanent record for future use It reduces the chances for misinterpretation and distortion of information It is reliable when transmitting lengthy information on financial, production or other important data. It provides an opportunity to the subordinates to put up their grievances in writing and get them supported by facts However, a written communication also suffers from certain disadvantages. It is generally an expensive and a time-consuming process. Even though such communication has been transmitted, it is not certain whether the receiver has understood it. Written materials not only get out of date but may also be leaked out before time. It sometimes leads to excessive formality and rigidity in personal relations.
Body language coupled with verbal communication gives more meaning to a message.
- Proxemics is the technical term for the personal space aspect of body language. Proxemics is the study of measurable distance between people as they interact.
Body spacing and posture are unintentional reactions to sensory fluctuations or shifts, such as subtle changes in the sound and pitch of a person's voice. Social distance between people is reliably correlated with physical distance, as are intimate and personal distance, according to the following delineations:
- Intimate distance for embracing, touching or whispering o Close phase – less than 6 inches (15 cm) o Far phase – 6 to 18 inches (15 to 46 cm)
- Personal distance for interactions among good friends or family members o Close phase – 1.5 to 2.5 feet (46 to 76 cm) o Far phase – 2.5 to 4 feet (76 to 120 cm)
- Social distance for interactions among acquaintances o Close phase – 4 to 7 feet (1.2 to 2.1 m) o Far phase – 7 to 12 feet (2.1 to 3.7 m)
- Public distance used for public speaking o Close phase – 12 to 25 feet (3.7 to 7.6 m) o Far phase – 25 feet (7.6 m) or more.
- Oculesics: It is the study of the role of eye contact in non verbal communication. Our eyes are a very significant aspect of the non-verbal signals we send to others. Oculesics is one form of nonverbal communication, which is the transmission and reception of meaning between communicators without the use of words. It can include the environment around the communicators, the physical attributes or characteristics of the communicators, and the behavior of the communicators
- Chronemics is the study of the use of time in nonverbal Communication. The way we perceive time, structure our time and react to time is a powerful communication tool, and helps set the stage for the communication process. Across cultures, time perception plays a large role in the nonverbal communication process. Time perceptions include punctuality, willingness to wait, and interactions. The use of time can affect lifestyles, daily agendas, speed of speech, movements and how long people are willing to listen.
Understanding nonverbal communication
The following guidelines can help individuals understand nonverbal communication better:
- Observe keenly what is happening: When nonverbal behaviour involves an emotional response (for example, tears rolling down the cheeks or eyes becoming red), it clearly conveys the message to the other person.
- Consider the differences between verbal statements and nonverbal behaviour: If there is a discrepancy between what a person says and what his body language indicates, then the situation should be studied closely. It is believed that actions are more accurate than words.
- Look for subtleties in nonverbal behaviour: Through careful observation, one can differentiate between a fake action and a genuine action. For instance, a sarcastic smile can be differentiated from a genuine one.
References
- Moorhead Gregory and Griffin W. Rocky, Organizational Behavior, AITBS Publishers & Distributors, New Delhi, 1999
- Robbin P.Stephen, Organizational Behavior, Prentice Hall of India, New Delhi, 1998
- Body language http://www.businessballs.com/body-language.htm downloaded on 17-04-
- http://www.managementstudyguide.com/components-of-communication- process.htm
6. Communication Styles
Passive Assertive Aggressive
Definition Communication style in which you put the rights of others before your own, minimizing your own self worth
Communication style in which you stand up for your rights while maintaining respect for the rights of others
Communication style in which you stand up for your rights but you violate the rights of others
General Compliant, submissive, talks little, vague non- committal communication, puts self down, praises others “I don’t mind…that’s fine….yes alright”
Actions and expressions fit with words spoken, firm but polite and clear messages, respectful of self and others “That’s a good idea, and how about if we did this too…” or “I can see that, but I’d really like...”
Sarcastic, harsh, always right, superior, know it all, interrupts, talks over others, critical, put-downs, patronising, disrespectful of others “This is what we’re doing, if you don’t like it, tough”
Implications to Others
My feelings are not important I don't matter I think I'm inferior
We are both important we both matter I think we are equal
Your feelings are not important you don't matter I think I'm superior
Beliefs You’re okay, I’m not Has no opinion other than that the other person/s are always more important, so it doesn’t matter what they think anyway
I’m okay, you’re okay Believes or acts as if all the individuals involved are equal, each deserving of respect, and no more entitled than the other to have
I’m okay, you’re not Believe they are entitled to have things done their way, the way they want it to be done, because they are right, and others (and their needs) are less important