Professional Communication Basics

Communication

In simple words, communication is the activity of transferring information from one person to the other through a medium. It is obvious that transfer of information will involve at least two persons, a sender and a receiver. One person alone cannot transfer information. However, an individual can convey information to many persons through various means.
Communication involves giving, receiving or exchanging of any information, in the form of ideas, data, images, signals or messages through appropriate media.
It is derived from the latin word 'communis' that means to share.
According to definition provided by William H. Newman and Charles E. Summer "Communication is the exchange of ideas, facts, opinions, or emotions of two or more people."
Communication is a two-way dynamic process in which the senders and the receivers are continuously interacting to facilitate exchange of ideas, thoughts, feeling, data and other information.

Effective communication

The basic objective of every communication is to arrive at a common understanding through the process of transformation of information.
Thus, the process of communication is not completed merely by passing a message from one person (the sender) to the other person (the receiver).
The communication is completed only after the message is understood by the receiver, as intented by the sender.
It is important for the sender to get continous feedback from the receiver to ascertain that the message is understood as intended and avoid breakdown of communication. Thus, effective communication involves continuous two-way flow of information between sender and receiver.
Effective communication among employees in the organization creates strong bonding which in turn helps to improve teamwork, besides enhancing the ability to address and solve problems and take prompt decisions.

Purpose of communication

The purpose of communication is important, as whenever we interact with another person there is some objective to be achieved.
Even routine conversation on social media platforms has an objective to maintain contact with friends.
Similarly, every communication has a specific purpose.
- For example, a marketing professional communicates to convince and persuade the customers to buy products.
- A manager communicates to inform his team about the targets to be achieved during the month or year.

Communication process

Communication process is not the same as communication.
It is a structured method to transmit messages from the sender to the receiver through a suitable channel of transmission.
The process of communication is not completed with the passage of message to the receiver, the message must be understood by the receiver as intended by the sender.

The entire process involves a number of steps starting from the sender of the message and ending with receiver sending back the feedback.

Sender :
- The communication process begins from the person who transmits message.
- The sender is the initiator of the message.
- The idea, thought, information, report or whatever message is to be send has to be first encoded by the sender.
- Further, it has to be ensured by the sender that the message is encoded in a manner that the receiver easily understands it.
Message :
- It is the content, information, data, report and any other material, that has to be delivered to the receiver to as the information conveyed by words as in speech and write-ups, signs, pictures or symbols depending upon the situation and the nature and importance of information desierd to be sent.
- Message is the most important part of communication.
Encoding :
- The sender has to encode the message in a manner that the target group of people is able to understand.
- Precise encoding is a prerequisite for effective communication.
- Improper or incorrect encoding may lead to serious communication errors and defeat its very purpose.
Channel :
- After, encoding, the sender choses a suitable medium for the transmission of the message depending on the purpose and context.
- The medium can be in the form of print, electronic, digital or sound.
- It may be oral or written and transmitted through telephone, telegraph or a mass medium like radio or television.
- The message is conveyed through the channel, which connects the sender and the receiver.
Decoding :
- As soon as message reaches the receiver through the channel the, process of decoding begins to convert and interpret it into an intelligible form.
- Decoding essentially means the process through which the receiver comprehends the message.
- The receiver tries to understand the message through decoding.
Receiver :
- Communication is effective only if the receiver is able to understand the message as intended by the sender.
- Just like sender, receiver is important as the end target.
- Communication is successful only if the receiver comprehends the message as intended.
- In case the receiver is distracted, inattentive, preoccupied with thoughts the communication will fail. The possibility of miscommunication is high in such situations for which noise may be responsible.
Feedback :
- It is the final step, which enables the sender to ascertain whether the message has been understood as intended or not.
- It is the response of the receiver to the sender, with which the cycle of communication is completed.

Barriers to communication

Noise as Barrier

The flow of information from sender to the receiver can be disrupted at any stage by noise. For instance, the sender can be distracted, message may get distorted or the receiver may not be able to properly understand the message due to noise in the channel or some physical disability.

Environmental or Physical noise
- The sender or the receiver may be distracted by loud noise from speakers, music system, or disturbance in the channel of transmission like telephone.
Physiological noise
- Physical impairment like deafness and blindness can affect the ability of the receiver to accurately comprehend the message.
Language barrier
- Language is the most accurate tool of communication.
- There can be no effective communication when two persons speak in two different languages.
- Communication become difficult when the communicators do not share a common language.
Lack of trust
- Communication is hampered when the persons involved lack mutual trust.

Certain basic principles one needed to follow for effective communication.

Clarity:
- the most important principle is clarity of message. The sender has to frame the message using simple language and organise it in a manner that the receiver easily understands.
Brevity:
- A precise message is easy to understand and also saves time.
Simple easy language:
- Simple words, direct language in the message is the hallmark of good communication.
Completeness:
- There should be continuity in the messages and no jumping from one point to the other.
Preparation:
- The sender must be well prepared before starting communication. The message should be carefully drafted by applying all the principles of good communication.
Feedback:
- It is an essential element of good communication, without feedback it will be a one-way affair and the communication will remain incomplete.

Types of Communication

There are three types of communication.

1- Verbal communication

It involves use of words in exchanging information, ideas thoughts and other material. It includes both oral and written communication.

a) Oral communication → Exchange of information that takes through spoken words, it can be face to face or through telephone and other distant modes like radio and television, lectures by teachers in classsroom, speeches at public gatherings, presentations in seminars and conferences, discussions are all forms of oral communication.

b) Written communication → Exchange of information that takes through the written words, it can be in the form of letters, emails reports, bulletins and other text documents.

Advantages of Oral communication

It is direct and speedy, there is no time lapse.
There is high level of understanding and transparency in oral communication as it is interpersonal.
Oral communication is quick and saves both time and money and requires less effort.
Oral communication allows flexibility and decisions taken previously can be amended.
The sender gets immediate feedback. Decisions can be taken spontaneously.
Oral communication is the best option for resolution of conflits, disputes and other such issues as the exchange of thoughts and information and feedback is instant.
It maintains secrecy and thus suitable for conveying private and confidential information.

Disadvantages of Oral Communication

It is suitable only for exchanging short information.
It cannot be used to exchange reports, data and other bulky information.
Oral communication is informal and not reliable, particulary in legal matters as there is no permanent record of the information exchanged.
Here chances of miscommunication are high as the receiver could not be focused.

Advantages of Written Communication

Written communication is accurate, reliable and becomes part of permanent record.
It is precise, structured, clear and most appropriate rules, regulations and other norms for organisations.
Written communication is easily preserved and it has a long life.
Written communication is less likely to be misinterpreted or misunderstood as compared to oral communication.
It is virtually impossible to run an organisation without written communication.

Disadvantages of Written Communication

Written communication has to be planned beforehand.
It is also time-consuming as coding and decoding of the message and transmission takes times.
Poor writing skills can have far-reaching implications in healthcare settings.
Communication errors can not only lead to costly mistakes but also affect the quality of healthcare and, in turn, hurt the reputation of the oragnisation.

2- Non-verbal Communication

Unlike verbal communication, information, feelings and emotions are conveyed through body language.
There is no use of words and no language involved in exchange of messages.
Facial expressions, eye contact, posture, gestures and movements are all tools on non-verbal communication.
Human beings started interacting using non-verbal tools of communication. Verbal communication came much later after languages evolved.
Non-verbal clues also play an important role in making the receiver understnad the verbal message as intended by the sender.

Advantages of non-verbal communication

Non-verbal communication helps to overcome language barrier and facilitates interaction with illiterate persons and those who lack language competency.
Non-verbal clues like facial expression, tone of voice and gestures provide an indication about the emotional state of a person.

Disadvantages of non-verbal communication

It is not structed like verbal communication
Cultural difference can also result in misinterpretation of non-verbal clues as some gestures may have different meanings in two different cultures.
Non-verbal communication is possible only through face to face interaction, it is not feasible over distance.

3- Visual communication

Suitable images and illustrations are used as an aid to help understand the verbal messages.
Companies use their distinctive logos for brand promotion. Visual communication is the art of conveying an idea without making use of words.
Different types of charts and graphs are nothing but visualisation of complex data. Similarly, maps also help us to understand and visualise geographical positions and diagrams make it easy comprehend complex knowledge and concepts.

Flow and style of communication

Directions of Formal Communication

Downward Communication
- It is based on the line of authority, those higher positions have the authority to communicate to the subordinates working at lower levels.
- There can be delay in the information reaching the lower levels as managers and supervisors hold back important information from subordinates which causes frustration at the lower levels.
Upward Communication
- It encourages lower level employess to come up with the suggestions and communicate relevant information.
Horizontal Communicaton
- Also termed as lateral communication, it involves flow of information among colleages or managers and other functionaries placed at the same level in different departments.
Diagonal Communication
- Flow of communication does not always take place in line with the hierarchical structure.
- Informal interaction across different levels is a part of routine functioning.
- It helps to create a better understanding and helps to strengthen relationship between managers and employees.

Nature of communication

It is a process
It is inevitable
meaning based
communication could be intentional & unintentional
Communication is systematic.
Communication is a two way traffic.
Communication is social, dynamic and continuos process.
it is spiral process
needs proper understanding
it shares thoughts and ideas, which produce responses.

Classification of communication

It is classified according to the persons(recievers) to whom the message is addressed.

Intra-personal communication → communicating to self
Inter-personal communication → communicating to others
Group communication → communicating to a group of people
Mass communication → communication to large number of people.

Communication can also be classified on the basis of medium employed.

Verbal communication
Non-verbal communication

Media and mode of communication

Media is channel through which communication is conveyed.
Medium is the means of transmitting a message.
Some media carry written words, pictures, graphics and other media carry the voice.
Electronic media can carry both voice and words.
The message can be transmitted by any suitable medium, each medium has it own characteristics which are advantageous in some situation and disadvantageous in another.
Each medium makes a different kind of impression and impact on the reciever.

Choice of medium → The medium of communication is selected keeping in mind the following considerations

Type of audience
Need for secrecy
Need for accuracy
Speed/time considerations
Cost of medium
Feedback capacity
Availability of a printed material for record purpose
Availability of medium
Requirement of the situation
Intensity and the complexity of the message

Mode of communication

Conventional modes → letters, speedpost, postal mail, hand delivery and telegraph
Electronic modes → these are media which transmits signals instantly from any source to any any destination in the world by modern electronic technology. Ex - Email, internet, intercom, cellphone, fax, e-conferencing, tele-confrencing, computer networks.

Media of mass communication

Mass communication is nothing but communication from "many to many".
The message are prepared by teams (as in newspaper, radio, tv and cinema.)
And it reach a large number of people all over the world, the distance between the sender and the audience is massive.
Modes of communication
1. newpapers/magazines
2. notice board
3. billboards
4. radio
5. television
6. film
7. internet

Channels of communications

Communication may be classified on the following basis.

Organizational structure

These are of two types
1. Formal
2. Informal

Formal

It is defined as a means of communication that is formally controlled by managers or people occupying position in an organization.
Communication flows through any formal channel.
Any information decision, memo or reminder will follow this path.

Informal

Side by side with the formal channel of communication every organization has an effective channel of communication called informal channel.
It is not officially sanctioned.

Communication on the basis of direction/dimension

Communication is a multi-dimentional or multi-directional there are various direction in which it flows within the organization.

Upward communication

Communication that flows from bottom to top or which is from low hierarchy to higher.
The main function of upward communication is to supply information to the upper levels about what is happening at the lower levels.

Downward communication

Communication that follows from top to bottom.

Lateral or horizontal communication

When communication takes place between two or more persons who are subordinates working under same person or those who are working at the same level.
Communication transfered through lateral means include interdepartmental reports, requests, suggestions, and informal communication amoung persons at the same level and so on.

Diagonal or cross wise communication

Flow of communication among persons who have no direct reporting or relationship.

Inward communication

Includes information recieved by organization from external agencies which may include other organizations like government, suppliers, customers.

Outward communication

Communication which the organization mantains with the outside world. It may be in the following forms
- Advertisement
- Media interaction
- Public relations
- Negotiations
- Mails
- Letters
- Tenders
- Telephonic conversations

Forms of communications

It can be divided into verbal and non-verbal communication
Verbal may be oral, it depends upon the manner in which the message is expressed. If it is expressed through mouth it is called oral communicaton which includes face to face conversation, dialogs, interviews, meetings, conferences, telephonic conversation and so on.
When the message is expressed through written language, symbols it is non verbal communication which includes reports, letters, mails, telegram, orders and memos.
When no words are used and only symbols, colors, signs and expressions help to express a message it is again termed as non-verbal communicatons.
The word non-verbal communication means communication which does not involves speech or words.
Characteristics of non-verbal communicatons
1. Instantive
2. Less contious
3. Subtle can be understood what is trying to communicate, it is complimentary to verbal communication. Forms the larger part of the overall communication activity.

Relationship with verbal and non-verbal message

A non verbal message can compliment a verbal one.
It can enhance a verbal message.
It can substitute a verbal message
A non verbal message can contradict a verbal contradict.
Classification
1. Kinesics → facical expressions, eye contact, gestures, body shape and posture and appearance.
  - Kinesics → It is the study of how we communicate with the space around us.
2. Proxemics → (the amount of space required)
  - Proxemics is made from proximity which means nearness and includes the space around us and physical environments or surroundings.
3. Paralanguages → pitch and speed of speaking
  - Paralanguages → closer to actual verbal communication and always accompaning body language while verbal communication consists of the content of the words, paralanguage involves - how of the speakers voice or the way in which he or she speaks. On carefull observations and analysis it is found that a speaker intentionally or unintentionally uses a vast range of signals
4. Sign language

Voice

The first signal we recieve is that of our voice this message however may not be effectively conveyed if we do not take care of the following points
- Pitch variation
- Speaking speed
- Pauses
- Non-fluency
- Volume variation
- Pronounciation
- Word stress
  - Word stress is of crucical importance in communication or transmission of the intentive meaning.
  - By placing a stree or emphasis on a word thus sentence of utterance can change the entire meaning.
- Sign language
  - Communication is a process involving the use of mutually understood signs, sumbols between the sender and the reciever of the message or piece of information.
  - these signs symbols, signals are indicators that have two types visual and audio or sound signals.
  - smell, touch and visible also communicate because sensory perception and impressions are necessary part of human existance.
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