1. Write a brief report on the communication process in your organisation.

You can start with defining

the role of business communication in your organization. Also write about the role of Kinesthetics in
bringing effectiveness in communication in your organization."

Communications is fundamental to the existence and survival of humans as well as to an organization. It

is a process of creating and sharing ideas, information, views, facts, feelings, etc. among the people to
reach a common understanding. Communication is the key to the Directing function of management.

Importance of Communication in an Organization

Effective Communication is significant for managers in the organizations so as to perform the basic
functions of management, i.e., Planning, Organizing, Leading and Controlling.

Communication helps managers to perform their jobs and responsibilities. Communication serves as a
foundation for planning. All the essential information must be communicated to the managers who in-
turn must communicate the plans so as to implement them. Organizing also requires effective
communication with others about their job task. Similarly leaders as managers must communicate
effectively with their subordinates so as to achieve the team goals. Controlling is not possible without
written and oral communication.

Managers devote a great part of their time in communication. They generally devote approximately 6
hours per day in communicating. They spend great time on face to face or telephonic communication
with their superiors, subordinates, colleagues, customers or suppliers. Managers also use Written
Communication in form of letters, reports or memos wherever oral communication is not feasible.

Thus, we can say that “effective communication is a building block of successful organizations”. In other
words, communication acts as organizational blood.

The importance of communication in an organization can be summarized as follows:

Communication promotes motivation by informing and clarifying the employees about the task to be

done, the manner they are performing the task, and how to improve their performance if it is not up to
the mark.

Communication is a source of information to the organizational members for decision-making process as

it helps identifying and assessing alternative course of actions.

Communication also plays a crucial role in altering individual’s attitudes, i.e., a well informed individual
will have better attitude than a less-informed individual. Organizational magazines, journals, meetings
and various other forms of oral and written communication help in moulding employee’s attitudes.

Communication also helps in socializing. In today’s life the only presence of another individual fosters
communication. It is also said that one cannot survive without communication.

As discussed earlier, communication also assists in controlling process. It helps controlling organizational
member’s behaviour in various ways. There are various levels of hierarchy and certain principles and
guidelines that employees must follow in an organization. They must comply with organizational
policies, perform their job role efficiently and communicate any work problem and grievance to their
superiors. Thus, communication helps in controlling function of management.

An effective and efficient communication system requires managerial proficiency in delivering and
receiving messages. A manager must discover various barriers to communication, analyze the reasons
for their occurrence and take preventive steps to avoid those barriers. Thus, the primary responsibility
of a manager is to develop and maintain an effective communication system in the organization.

Process of Business Communication in an Organization

Communication is the process containing three elements viz. sender, message and receiver. These three

elements are essential to complete the communication process.

The working of Business communication process is shown in the diagram below:

The following steps are involved for completion of communication process:

1. Sender or communicator prepares the message neatly. He is the source where message is generated.

It is he who starts the communication process.

2. The message is to be encoded symbolically which is to be conveyed. This message is the idea came

into the mind of sender which he wanted to convey.

3. The message is to be transmitted through a method of communication the choice of which is to be

made. The message may be transmitted orally face to face, through messenger, through air or a written

note in the form of order, memo, leaflet etc. It is up to sender to make appropriate choice.

4. Medium of communication includes telephone, internet, through messenger, post, fax, E-mail, etc.

The choice of medium again depends on the sender.

5. Receiver or communicate is a person for whom message was sent by the sender or communicator.

Receiver after receiving the message must understand it in proper perspective then only the purpose of

communication will be fulfilled.

6. The receiver after decoding the message must act or take action as per instructions contained in the

message.

7. The last step is to take feedback. The feedback means the sender should know whether the receiver

has received the message and understood it. The confirmation regarding this is feedback. The positive

feedback is effective communication. With feedback the communication process is complete.

Formal Communication:

Formal communication channel results from the formal organisation structure. Formal communication is

one where the message travels through the formal route laid down by the organisation. It is the official

route through which a message should pass. If ‘A’ wants to give certain message containing some

instructions to ‘£’ and between A and £ are 8, C and D (who form the official hierarchy) then that

message takes a route as shown below.

A—> B——> C—–> D——-> E

This formal communication ensures orderly flow of information. There is smooth and accurate flow of

information to its destination is ensured under this system of communication. It enables the line of
authority to have the knowledge of information as it passes through them. The formal communication

possesses certain advantages and disadvantages.

Advantages:

1. Formal communication method helps in maintaining the hierarchy of authority in the organization

and controlling the subordinates by fixing the responsibility becomes easy.

2. The superior is in direct contact with his subordinate understands him better and is aware of his

behaviour at workplace. This makes controlling easy.

3. Through formal communication the superior subordinates develop good relationships and understand

each other in a better manner. They can therefore find solutions to the day-to-day organizational

problems easily by sitting together.

Disadvantages:

1. The formal communication makes every line superior busy as all information’s pass through them and

they have to go through it. This leads to the waste of time. The work, therefore suffers.

2. Many a time’s executives do not read the details and pass it to the next subordinate. This attitude

develops carelessness.

3. In certain cases superior subordinates are not known to each other. This hampers relationship.

4. The careless attitude on the part of executive puts a question mark on the correctness of the

message.

Informal Communication:

The communication which is free from all formalities is informal communication. Informal

communication takes place through informal contacts among people. It coexists with the formal

communication network in the organisation.

Informal communication takes the form of comments, advices, suggestions, informal talks and reactions.

This type of communication is also known as ‘grapevine’. The management of the organisation cannot

control or regulate this type of communication network. It results from the social relationships

developed among people at work in the organisation.

Man being a social animal this has to be there. They form groups and discuss organisational matters

among themselves and express their opinions and comment upon working, some express their negative

reactions also. Informal communication has certain advantages and hence the managers encourage this

type of communication.

Koontz and O’Donnell have rightly observed that “the most effective communication results when

managers utilize the informal organization to supplement the communication channels of the formal

organization.”

Some people criticize informal communication by saying that it is inaccurate and misleading but it is not

so always. It may be incomplete which results in misunderstanding. It rather aids the formal

communication system by filling the existing gap in formal communication. Informal communication

system possesses certain advantages and disadvantages.

Advantages:

1. The message flows with greater speed through informal channel. It is time saver.

2. It helps in uniting the people at work on the matter of common interest.

3. It is adaptive to change in circumstances. In this sense it is dynamic and flexible.

4. It helps in generation of new ideas. In this way it promotes creativity.

5. It satisfies the social needs of the people at work which cannot be met by formal communication.
6. The feedback is immediate in this channel.

Disadvantages:

1. It is most unreliable type of communication. The manager using this channel may land himself into

serious trouble.

2. It on certain occasion spreads rumors and wrong information which proves harmful to the

organization.

3. Many a times this channel carries distorted information.

4. The information provided through this channel is usually incomplete.

A manager using this channel should always be very careful because he cannot control it. He must

therefore restrain himself to use it and if necessary then should take necessary action to minimize its ill-

effects.

Oral Communication:

It is simple and common method of communication. It is verbal communication. It is person to person

communication. Speaking personally and exchanging views and ideas with the subordinates and

employees has special effects and helps in developing good human relations. To make oral

communication effective, choice of appropriate words to have clarity in the message should be used.

Harsh words should be avoided.

The tone of a person also affects the communication even though good and appropriate words are used.

It should be controlled by the speaker. Efforts should be made to feel the listener at ease. He should not

get annoyed after listening to the speaker’s instructions. Oral communication is an effective tool of

maintaining good human relations.

Smile on a face, personal enquiry, greeting a person, sense of humour, understanding practical

difficulties are some of the vital clues make the communication very effective. Oral communication also

has some advantages and disadvantages.

Advantages:

1. It is quick and saves time and cost.

2. Speaker knows the reaction of the listener immediately.

3. It is more effective channel of communication.

4. It is a useful tool during emergent situation.

5. The feedback is immediate. 6 It is more accurate.

7. It helps in effective supervision and control.

8. Messages are clearly understood because oral communication is a two way channel. i.e. face to face

communication or using certain mechanical devices like telephone or a latest electronic system video

conferencing.

9. It is very effective tool for employees and employers to sort out their problems.

Disadvantages:

1. It is not suitable channel to communicate lengthy and secret messages.

2. If the communicator is not proficient in the language which communicate understands, it is difficult

for the former to use oral channel effectively.

3. Listener will have to take immediate decision. He finds no time to think seriously on the proposal.

4. It cannot serve the purpose in case messages are to be kept as records.

5. Oral communication has temporary effect.

Non-Verbal Communication:

Communicating with gestures, body movements, actions, signals, and facial expressions is non-verbal

communication. In primitive society communication was non-verbal. Nonverbal communication is visual

which can be observed, recorded and understood. Nonverbal communication is used along with verbal

communication. Non-verbal communication is not obsolete but is still in vogue. An executive can

understand from the facial expressions the feelings of his subordinates.

When an executive is busy with his work he calls his assistant with hand signal. Under certain

circumstances it is better to use non-verbal communication because words may hurt the feelings and

one should remember the saying that “Acts speak louder than words.”

Channels of Communication:

In modern times the organization’s want speedy flow of information. In the world of competition this is

the need of the hour because if you are late you will lag behind. Now internet is in which will throw

away old channels. Any information required is on net now. The channel of communication is a path of

transmitting messages from sender to the receiver. The managers need various types of information

quickly and on time to carry on his managerial activities effectively. Organizations according to their

needs establish their own system of communication. The popular and in practice channels of

communication are downward, upward, horizontal and diagonal.

Downward Communication:

Downward channel of communication flows from top to the bottom level of management. As the

direction of the flow of communication suggests, it is from superior to subordinate. This type of channel

of communication speaks for authoritarian character of management and environment. This

communication is directive in nature. The communication from superiors include directives, orders,

instructions relating to policies, programmes, mission, objectives and other information relating to

specific task etc.

Advantages:

1. It is used for issuing directives to the employees.

2. It helps in providing information regarding policies and procedures of the organization.

3. Orders of the top management in respect of implementation of programs of the organization are

communicated through this channel.

Disadvantages:

1. It is time consuming and often causes delay.

2. Downward communication is one way hence there is no way to know feedback.

3. It is very rigid channel of communication.

4. Subordinate’s reaction cannot be known and understood through this channel.

Upward Communication:

It is just the reverse of the downward channel of communication and flows from bottom to top level of

management. The importance of this channel of communication is being realized. Superiors get

feedback and know the reactions, feelings and opinion of their subordinates and staff working at lower

level through this channel of communication. It helps in knowing the grievances of the employees which

are generally not known to the superior authorities. It also has some advantages and disadvantages.

Advantages:

1. It helps in having two-way communication in the organization.

2. It develops sense of belonging among the employees because their opinions have been given an ear.

3. Superiors get immediate feedback to their instructions through upward communication channel.

4. It is an important source of motivating employees.

Disadvantages:

1. Upward communication is generally discouraged and ignored by the superiors.

2. The suggestions and opinions of the lower level staff do not reach the top level as are obstructed in

the middle by the immediate superiors.

Kinesthetic communication is one of the many forms of language that human beings use. Generally

speaking, it is also called body language. It includes all body movements. Kinesthetic communication is

very powerful. It transmits a lot of information about a person’s character and emotions. Although we

are not generally aware of how we’re sending or receiving information with it, it is certainly

communication.

The “words” of this language are gestures, posture, the eyes, and body movements. You can also include

tone of voice and physical contact. Since much has already been said about nonverbal communication,

this time we are going to focus on tactile contact with others.

Kinesthetic communication and touch

Touch is one of the most important components of kinesthetic communication. Every human being has

tactile behavior, even if they are not aware of it. It is, in fact, a form of communication that is going by

the wayside.

New technologies connect us, but only via devices. In the opposite direction, physical contact with

others is increasingly scarce. We communicate with others virtually and not so much with skin with skin.

The main forms of kinesthetic communication using touch are greetings, kisses, hugs, caresses, and

blows. Some also include applause within this category but it actually belongs better to the auditory and

visual arena.

The importance of tactile communication

Kinesthetic communication through touch is one of the most primitive ways of connecting with other

human beings. Thus, it is also one of the most genuine and essential. The fist tactile contact we

experience occurs with breastfeeding. Besides being a way to eat, the baby begins to form attachment.

The same thing happens when am mother strokes her baby’s soft skin.

This type of tactile communication is so important that a large number of mammals do it, especially

monkeys. They groom, embrace, and touch each other frequently.

Humans need this type of kinesthetic communication even more. A child who is not touched will have a

harder time surviving his first few months of life, and will likely have emotional problems later. We need

it our whole lives, though less so as we get older. But we really need it in certain times of our lives, like

grief or illness.

The meaning of touch

When you give your hand to someone in greeting, tactile kinesthetic communication happens. The

strength of your handshake and how you hold each other’s hands says something about the

relationship. Sometimes it’s neutral. Other times, it’s more intimate.

Culture influences the way we touch each other. In some places, people maintain more emotional

distance and therefore contact is reduced to a minimum. On the other hand, in other places hugs, pats

on the back, and physical contact overall are very common. In any case, regardless of culture, everyone

has their own way of using touch.

Kinesthetic communication can either strengthen or weaken a relationships. Couples who caress each

other more will likely have a longer-lasting relationship. People who have more physical contact with

their peers are happier and get sick less. While today’s society discourages touch, being aware of it is the

first step in ensuring that physical touch lives on.