1. DEFINING COMMUN ICATION
The word communication is derived from “communis” (Latin) meaning ‘common’.
Communication is defined as the transfer of information and understanding from one person to
another person. It is a way of reaching others with facts, ideas, thoughts and values.
Communication can also be defined as the process of meaningful interaction among human
beings. More specifically it is the process by which meanings are perceived and understanding
is reached among human beings.
NEED FOR COMMUNICATION
Human beings are described as social animals. As members of society, they have to constantly
interact with their fellow beings. They have feelings, emotions, likes and dislikes – all of which
they have to convey. In other words , whatever the environment in which they are placed, they
have to build links and establish relationships. The need for communication arises from their
desire to express themselves in a meaningful manner.
As they are social beings, human beings are also emotional beings. They have certain thoughts
and emotions. Further, they are endowed with the faculty of thinking. They have intelligence
and brainpower. In order to give a meaningful expression to thoughts, ideas, reasoning,
creativity and intelligence, human beings resort to communication. The need for
communication arises from the need to emote, to interact and to express one’s ideas and
thoughts, and the need to relate and connect.
PURPOSE OF COMMUNICATION
Broadly speaking , in business we communicate to:-
a) Inform
b) Persuade
Communication to inform (expository communication) is directed by the desire to expose,
develop and explain the subject. It’s focus is on the subject of the communication.
Communication to Persuade:- The communicator may seek to persuade the reader. In such a
form of communication the focus is on the receiver and not the message. For ex. Any home
loan advertisement of any bank highlights your requirement of a loan and offers the best home
loan scheme in the market.
“Communication is the means to an end”
“Communication helps to get across and accomplish results”

2. The OBJECTIVES of Communication are:-
To Inform, To Educate, To Train, To Motivate, To Integrate, To Relate, To Promote , To
Entertain, To Facilitate Decision Making, To Persuade, To Advice, To Suggest, To Order, To
Warn, To Negotiate Etc.
LINEAR MODEL OF COMMUNICATION
SENDER  message MEDIA message RECEIVER action
ELEMENTS OF COMMUNICATION
MESSAGE :- It is information, written or spoken which is to be sent from one person to another. It is
organized, structured, shaped and selective.
SENDER :- The person who transmits, spreads or communicates a message or operates an electronic
device is the one who conceives and initiates the message with the purpose of informing/ persuading/
influencing/ changing the attitude, opinion or behavior of the receiver.
ENCODING :- Encoding is changing the message(from its mental form) into symbols, that is, patterns of
words/gestures/pictorial forms or signs(physical or of sounds). In short, it means putting ideas, facts,
feelings and opinions into symbols which can be words, actions, signs, pictures and audio-visuals.
CHANNEL (Medium) :- This is the vehicle of medium which facilitates the sender to convey the message
to the receiver. The medium of communication can be written, oral, audio-visual or live projections.
Written medium can be in the form of letters, memos, reports, manuals, notices, circulars,
questionnaires, minutes etc.
RECEIVER :- A receiver is the targeted audience of the message. The receiver gets the message,
understands, interprets and tries to perceive the total meaning of the message transmitted.
DECODING :- This is the act of translating. The total meaning consists of meanings of words (symbols)
together with the tone and the attitude of the sender.
FEEDBACK :- This is the loop that connects the receiver in the communication process with the sender,
who in turn acts as a feedback receiver and, thus, gets to know that communication has been
accomplished. It helps the communicator know if there are any corrections or changes to be made in the
proposed action. It also ensures that the receiver has received the message and understood it as
intended by the sender.
“Communication is goal oriented”

3. TYPES/FORMS OF COMMUNICATION
Communication can be categorized into different types depending upon the level at which it takes place,
the direction it takes, or by its very nature. Some of the commonly referred types of communication
are:-
a) Verbal communication and non-verbal communication
b) One way communication and two way communication
c) Formal and informal communication
d) Inter personal and intrapersonal communication
VERBAL COMMUNICATION
As the name suggests verbal communication is about speaking, listening carefully and then speaking
again. The best policy to follow is to always remember why one has two ears and only one mouth,
obviously to listen twice as much as one can say…! Verbal communication can be in the form of
a) WRITTEN COMMUNICATION b) ORAL COMMUNICATION
Written communication can be in the form of letters, memos, circulars, notes, reports, brochures or
books etc. The medium of verbal communication can be telex, fax, mail, courier, e-mail, telegram,
photocopier, printer etc. Accurate, perfect and precise communication is a major asset for all
individuals. Successful communication follows certain basics and mastering these to perfection.
BASICS FOR WRITTEN COMMUNICATION
a) Use simple, easy to understand language.
b) Check your spellings
c) Use appropriate words, punctuation marks, paragraphs and signs
d) Be courteous in your written communication, show that you care about others.
e) Do not use any form of slang or offending words
f) Ensure clarity, accuracy and stimulate response.
g) Write what you mean, be specific.
Oral communication refers to the spoken word. Direct person to person communication plays a very
useful role in any organization, essentially in work situations. It takes place between individuals with the

4. help of words. The medium of oral communication can be talks, speeches, discussions, meetings,
seminars, counseling sessions etc.
BASICS FOR ORAL COMMUNICATION
a) Maintain eye contact
b) Check your pronunciations
c) Show sincerity
d) Modulate your voice and voice level
e) Be courteous
f) Eliminate offending words, derogatory and un-parliamentary language
g) Say what you mean, be specific
NON-VERBAL COMMUNICATION
Non verbal communication as the name suggests, is the act of communicating without saying anything.
Usually the following are used to communicate:
Eye contact: Make your eyes smile and maintain eye contact
Facial expressions: Always match your facial expression with the words you use
Body language: Communicators should always attempt positive body language
Dress and Grooming: Simplify and smarten your dress and grooming.
Posture: Erect, confident and friendly postures always help one to communicate better.
Attitude: Positive attitudes communicate success and negative attitudes communicate failure.
ONE WAY COMMUNICATION (MONOLOGUE)
Communication which involves only one speaker is called a monologue. One way communication is
characterized by the absence of feedback from the receiver to the sender. This type of communication
can be of various types: discourse, lecture, sermon, talk, speech, address, announcement or oration.

5. TWO WAY COMMUNICATION (DIALOGUE)
Any discussion, interview, conference, conversation or talk between two people is called a dialogue. It
involves active feedback from the receiver to the sender to ensure that the receiver has understood the
same message which the sender intended to convey. This type of communication allows better mutual
understanding.
FORMAL COMMUNICATION and INFORMAL COMMUNICATION
Careful thought and a degree of pre-planning is of extreme significance in formal communication,
whereas informal communication is more spontaneous and requires little or no pre-planning. For ex:
when we communicate with our seniors and guests, we tend to be formal and while speaking with
friends, we tend to be informal.
Formal communication with seniors is called UPWARD COMMUNICATION.
Communication with juniors is called DOWNWARD COMMUNICATION.
When people at the same level are communicating, they are communicating in a HORIZONTAL/LATERAL
PATTERN.
GRAPEVINE COMMUNICATION is a popular form of informal communication, although the result it
produces may not be as expected. In a positive way grapevine is used to spread positive images through
strong, positive and successful ‘gossip’ messages.
INTERPERSONAL and INTRAPERSONAL COMMUNICATION
Interpersonal communication is the exchange of messages between two persons. For ex: a conversation,
dialogue or an interview in which two persons interact (others may also be present)’
Intrapersonal communication is talking to oneself in one’s own mind.
BARRIERS OF COMMUNICATION

6. Barriers or ‘blocks’ to successful communication are like icebergs in the path of a ship sailing in the
ocean. Barriers can destroy, deflect, corrode and stop successful communicators from producing results.
These barriers to communication can be categorized into the following groups:-
a) Semantic barriers
b) Physical barriers
c) Organisational barriers
d) Psychological/ Personal barriers
SEMANTIC BARRIERS
Semantic barriers are the problems and obstructions that come in the way during process of encoding
and decoding the message into words or other impressions. The use of different languages, words and
symbols, poor vocabulary and grammatical mistakes.
Semantic barriers include:
DIFFERENT LANGUAGES
Multinational organizations which are culturally diversified face the problem of employees speaking in
different languages. This becomes a barrier when there is no common language to convey ideas.
Sometimes the translators even cannot translate the exact meaning of certain words in different
languages.
DIFFERENT CONTEXT FOR WORDS AND SYMBOLS
Words and symbols used have several meanings depending upon the context in which they are used.
For ex: a) Give me water to drink ( here ‘water’ means glass of water)
b) The water dispute of Punjab Haryana (here ‘water’ means water of river)
Unless the context of words and symbols used is known the receiver may misinterpret them because of
his preconceived ideas.
POOR VOCABULARY
The communicator should know the clear and precise meaning of the used words. If the inappropriate
and inadequate words are used, they will not make the idea clear to be communicated.
PHYSICAL BARRIERS
Some of the physical barriers are as follows:

7. NOISE: Any disturbance or interference that reduces the clarity and effectiveness of communication is
called noise. Noise distracts the persons communicating and acts as barrier to communication. It affects
the receiver’s listening and understanding the message.
IMPROPER TIME: Improper timing of communication also hinders the process of communication, for ex.
An order at closing hour to execute an urgent work, may cause resentment in the employee who has to
catch a train for going back to his home.
DISTANCE: The distance between sender and receiver acts as a barrier as the sender has to talk loudly to
convey his message or in other case communication overseas is hindered if proper use of fax, telephone
etc. is not made.
INADEQUATE OR OVERLOAD OF INFORMATION
Inadequate information falls short of correct conveyance of message and overloaded information
diverts the receiver’s mind from the actual theme of the message.
ORGANISATIONAL BARRIERS
ORGANISATIONAL RULES AND REGULATIONS: Observance of rigid rules and regulations relating to
communication, causes delay of message and discouragement to employee in conveying their creative
and innovative ideas.
HIERARCHICAL RELATIONSHIP: Formal boss-subordinate relationship in organization structure also
restricts the free flow of communication especially in upward direction.
NONCONDUCTING OF STAFF MEETINGS: In organizations where staff meetings are not conducted to
address their grievances free flow of communication is interrupted and the communication gap
between persons being ruled and the ruling, widens.
WRONG CHOICE OF CHANNEL: Each channel is not ideal and perfect in every situation.
PSYCHOLOGICAL BARRIERS
Psychological barriers arise from motives, emotions, social values, different perceptions etc. These
create a psychological distance, cause misunderstanding among people at work and hinder the
communication process.
OVERCOMING BARRIERS TO COMMUNICATION
Certain steps can be taken, both at the organization level, as well as at the individual level, to effectively
deal with the barriers to communication, in order to try to minimize them, if not eliminate them
entirely:-

8. ENCOURAGE FEEDBACK: Organisations should try to improve the communication system by getting
feedback from the messages already sent.
CREATE A CLIMATE OF OPENNESS:- All subordinates or junior employees should be allowed to air their
opinions and differences without fear of being penalized.
USE MULTIPLE CHANNELS OF COMMUNICATION:- This means using a combination of both oral and
written channels, as well as formal(official) and informal(unofficial) channels of communication.
ACTIVE LISTENING:-This means listening to the meaning of the speaker’s words, rather than listening
without hearing, or passive listening. Real communication takes place when we listen actively, with
understanding.
CAREFUL WORDING OF MESSAGES:- Messages should be worded clearly to make sure that the message
that is received is the same as the message that is sent.
SELECTION OF APPROPRIATE CHANNELS:- Individuals should choose the right communication channel,
depending on the situation.