BUSINESS COMMUNICATIONS

Index
Concept and nature of communication Communication process Objectives of communication Role and importance of communication Need for communication Organisational communication Channels of communication Direction or flow of communication Barriers to communication Principles of effective communication Effective communication: 7cs

WRITING SKILLS
purpose of writing writing effective sentences effective writing skills
The word' communication' is derived from the Latin word' communis' which means common. If a person affects a communication, he has established a common ground of understanding. Thus, communication involves imparting a common Idea and covers all types of behaviour resulting there form. This indicates that various actors enter into the process of communication. These are the communicator or source of information, the receiver of information, the content. of communication and the manner of communication. The term' communication' in a broader sense means both the act of communicating something and the

manner of communication such as letter, notice or circular. Communication is an integral element of interpersonal behaviour in organisations. Human beings interact with one another through communication. It is the ability to communicate effectively that has enabled people to build organisations and societies for survival and better living. Communication has a prominent role to play at all levels of an organisation. It has acquired additional prominence m marketing and advertising, publicity and public relations, and also in brand and image building of modern organisations. In the age of information and communication technological business strives for better coordination, control and efficiency through the apt use of communication. Effective business communication is today an extremely desirable skill and a good communicator is often seen as an efficient corporate person who is able to manage his responsibilities well.

Meaning of Communication
According to Hudson, "Communication in its simplest form is conveying of information from one person to another. In the words of Allen, "Communication is the sum of all the things, one person does when he wants to create understanding in the mind of another. It is a bridge of meaning. It involves a systematic and continuous process of telling, listening and understanding." Thus, communication may be defined as an interchange of thought or information to bring about mutual understanding and confidence. It is the exchange of acts, ideas and viewpoints which brings about commonness of interest, purpose and efforts. Common forms of communication include speaking, writing, signalling and gesturing.

2 Features of Communication The characteristics of communication are as follows: ./

1. Two-way Process: Communication is possible only when there a!~ at least two persons, one sender and the other receiver. This means that one person alone cannot communicate. 2. Information Sharing and Understanding: Communication involves both transfer of information as well as understanding between two or more persons. This means that communication does not take place simply because information has been transferred or conveyed to the person concerned. What is equally important is that the receiver of communication should understand the information transferred to him as it was intended to be. 3. Verbal and Non-Verbal: Communication is not restricted to transfer of information and understanding" through words alone. A manager can communicate through symbols, gestures and actions which are non-verbal in nature. 4. Circular Flow: The flow of communication is circular, thtt is, the process of communication starts when the sender transmits a message to the receiver and is completed when the receiver sends the feedback to the sender 5. Goal Oriented: Communication is goal oriented. The end result of communication is an understanding between the sender and the receiver of information. .

6. Continuous Process: Exchange of ideas and opinions among persons is an ongoing process in business and non-business organisations. Communication is as important in the organisation as flow of blood in the human body. 7. Pervasive Activity: Communication is a pervasive activity. It takes place at all levels (top, middle, low) and in all functional areas (production, finance, marketing, personnel, etc.) of a business enterprise.

COMMUNICATION PROCESS or CYCLE

Communication is a process which involves a sender of message and a receiver. Communication is complete only when the receiver is able to interpret the message as desired by the sender and responds to it. Communication is" regarded as a two-way process. It includes sending of a message and the response to that message. The receiver mayor may not agree with the point of view of the sender of the message. However, for communication to be complete, the receiver must understand the message in the same sense as intended by the sender.

The process of communication involves the following elements: 1. Sender or Communicator: The person who feels the need to express certain ideas or thoughts is known as communicator or sender. By initiating the message, the communicator attempts to achieve understanding and change in the behaviour of the receiver. 2. Encoding of Message: Message is the subject-matter of any communication. It may involve any fact, idea or information. It must exist in the mind of the communicator if communication is to take place. Encoding is the process by which the sender translates his thoughts/ideas into appropriate message, using the medium that is shared between the sender and the receiver. Encoding is guided by the sender's own communication skills as also his own estimate of the receivers communication skills of comprehension. Encoding is, in a way, a method of providing a structured message using shared codes of communication (medium) that may be verbal or non-verbal. The sender of information organises his idea or thought into a series of symbols (words, signs, etc.) which he feels will communicate to the intended receiver or receivers. Communication may also take place through physical gestures.

3. Communication Channel: The communicator has to choose the channel for sending
the information. Communication channel is the media through which the message passes. It is the link that-connects the sender and the receiver. The receiver must be considered while selecting a channel.

4. Receiver: The person who receives the message is called receiver. The communication
process is incomplete without the existence of the receiver of the message. It is the receiver who receives and tries to understand the message .

FEEDBACK

5. Decoding: Once the message reaches the receiver, it can serve its purpose only if, it is
understood. Decoding is the process of comprehending the meaning and sense of the message so that it registers in the mind of the receiver as an understandable idea. Decoding depends on the skills of the receiver as also on the quality of encoding of the sender.

6. Feedback: A communication often leads to other communications. A message sent is

followed by a reaction or response from the receiver, which requires another message to be communicated by the sender, and so on. The reaction or response of the receiver is known as feedback. The process of communication then becomes a circular process. Feedback is the receiver's response to the message sent by the sender. Feedback confirms the receipt of message by the receiver. An employee can respond to the, manager's directions by a verbal or written response indicating, that he or she does or does not understand the message. Feedback could also be non-verbal.

OBJECTIVES OF COMMUNICATION
People need to communicate as they move from situation to situation, in family, organisation and other social groups for getting their work done and for relationships. The main objectives of communication are as discussed below:

1. Exchange of Information
The most important purpose of communication is the exchange of information with others. For example, in a business organisation, the management uses communication to keep the employees informed about the goals, policies and rules. When the employees are well informed about various aspects of the job, they would perform better. Meetings, telephones, notices, employee handbook and bulletins are used to convey necessary information to the employees. Similarly, an organisation communicates with outsiders (investors, customers, suppliers, government, public etc.) to provide them information about products, policies, contribution to social responsibilities, etc.

2. Issue of Orders and Instructions

Another purpose of communication is to issue orders and instructions to the employees. An order is a direction to do something and an instruction indicates how to carry out the order. Orders and instructions are based-on the superior's authority and the subordinates are expected to obey them. An order or instruction is enforceable because the superior has got power to use sanctions against a subordinate who refuses to carry out an order or do so in an appropriate manner. -In order to be effective, an order should possess the following features: (l) The order should be stated in unambiguous and clear-cut words to be easily understood by the subordinate.

(ii) The order could be accomplished within the authority given to the subordinate. The order should be reasonable and the subordinate should have the capability to execute it. (iii) The order should be in written form, particularly if it is of a non-routine nature. Generally, the orders and instructions are issued to the subordinates orally. But, sometimes, it becomes essential to issue written orders. Whether an order should be oral or written will depend upon factors like the relationship between them, the need for avoiding overlapping instructions and the need for issuing a non-routine order in clear-cut terms.

3. Education
Business firms frequently use effective methods of communications to educate workers and consumers. They train and direct their employees for greater productivity and educate consumers about the quality and uses of products. Good communication helps in moulding employees' behaviour favourably. It will lead to better industrial relations and go a long way towards achieving greater acceptance of new ideas. It will also reduce worker's resistance to change. Communication is also used for the purpose of education of consumers and general public. Consumers are made aware of the availability of products, their price range, quality, uses, etc. by inserting advertisements in newspapers, magazines, etc. Even the government also educates the general public about its programmes and achievements.

4. Advice and Counselling

The managers often give advice to their colleagues and subordinates on both personal and official matters. Advice involves personal opinion of the advisor and so may be subjective (biased) whereas information in factual and objective (i.e., without any bias). The purpose of offering advice is to influence the behaviour of the other party. It is generally, offered in a face-to-face contact. Besides giving advice to subordinates, the managers also provide them counselling when the latters are in difficulty or are under stress.

5. Persuasion
Communication is aimed at persuading others for a favourable response. Persuasion means making efforts to change or influence the behaviour and attitude of others. A great deal of communication in a work-space is persuasive. Take any example from marketing or finance, the people in the organisation are always engaged in persuading one another in the context of organisational goals. When employees have to be convinced of the need for great efforts, when goods have to be sold despite competition, when dues have to be collected from an unwilling customer - all these situations call for persuasive efforts. Skill and ability to use words, both spoken and written, are essential to have the desired influence on others.

6. Suggestions
Suggestion is supposed to be a very mild or subtle form of communication. It may move both ways - downward and upward. Downwards suggestion enjoys one great advantage over other means of communication like advice or order. Advice comes from an expert; order comes from a higher authority. In either case, the recipient is slightly conscious of his inferiority and may resent it. Accepting a suggestion is at his discretion, so a suggestion is usually welcome.

Suggestions from employees to management (i.e., upward) are also encouraged in modern organisations. Under an organised suggestion system, suggestion boxes are placed at some convenient place in the office or the factory. Workers are encouraged to drop their suggestions in to these boxes. Sometimes these suggestions have to be written on specially prepared cards. If an employee does not want to reveal his name, he is allowed to do that. The suggestion boxes are opened at regular intervals, the suggestions received are scrutinised and the employees offering the best suggestions are awarded prizes.

7. Motivation
Motivation is the process of inducing people to work hard for achieving organisational goals. Communication is a very effective means of motivation of people by recognising their talents and achievements and sharing ideas with them. The contents, tone, and timing of communication exercise significance influence on motivation. Employees need to be kept well informed about the organisation and its progress. Face-to-face talks and company magazines are used to create a sense of mutual understanding. Suggestion schemes, joint consultation, praise for outstanding efforts, etc. also help to improve motivation.

8. Raising Morale
Morale reflects the attitudes of employees towards organisational policies and management. Good communication is intended to mould the attitudes of employees and raise their morale by creating an atmosphere of openness and mutual trust. Communication about the policies and programmes of the organisation helps to improve the morale of employees. Notices, bulletins and meetings are used to prevent rumours and remove fears among employees. Upward communication in the form of suggestions and grievances is also used to raise morale. In fact free flow of communication helps to release pent -up emotions and provide a feeling of reassurance to the staff.

9. Warning
Warning involves informing about the unpleasant and unfavourable consequences, if certain course of action is not changed. Such course of action may be negligence, mishandling of material and machinery, misbehaving with others, etc. The purpose of warning is to ask the employee to abide by the rules and regulations and work with dedication and discipline. Warning can be general or particular. General warnings are not directed to any particular person or group. Warnings like 'No smoking',' Outsiders are not allowed', 'No admission without, permission' are general warnings. Particular warnings are issued against particular persons to make them follow the rules and regulations.

ROLE AND IMPORTANCE MANAGEMENT

OF

COMMUNICATION

IN

Communication helps managers in performing each of these roles effectively. In interpersonal roles, managers interact with their superior, peer and subordinates; in informational roles they receive and give information to people inside and outside the

organisation and in the decisional roles, they take important decisions and communicate them to organisational members for their effective implementation. The importance of internal communication can be better understood from the points mentioned below :

1. Facilitates Planning: Communication facilitates planning in a number of ways.

Participation of executives in planning is a pre-condition for getting the task done. This can be secured only through interaction and communication.

2. Basis for Decision-making: Communication helps management in arriving at vital

decisions. If the right type of information is not available at the proper time due to lack of communication, it may not be possible for management to consider all the pros and cons before taking a decision. Moreover, it is through communication that management comes closer to the subordinates and is able to identify real problems and take appropriate decisions. Thus, communication is essential-for decision-making.

3. Achieves Effective Co-ordination: Communication helps in synchronizing

activities of different individuals and groups to bring about unity of action. Liaison men who are employed to co-ordinate work of different individuals in the organisation need to evolve communication between different part of the organisation. Group meetings as a means of coordination must necessarily involve exchange of ideas and knowledge and transfer of information and understanding.

4. Facilitates Better Administration: Communication is important in the performance

of all managerial functions. Planning which is one of the primary functions of management requires detailed communication among the managerial and other personnel. Moreover, effective communication is important in executing the plans and then controlling the activities with the help of feedback information. Information about subordinate's performance is necessary to determine whether the planned objectives are being realised or not. Communication is an important aid in directing and motivating the employees in the organisation. Thus, communication is an indispensable part of the management process.

5. Creation of Mutual Trust and Confidence: An effective communication system

helps the manager to convey his ideas, views, decisions, suggestions and feelings to the employees. On the other hand, the employees also get opportunities to express their feelings and communicate their ideas and reactions. Thus, effective communication builds an atmosphere of mutual trust and confidence in the enterprise. -

6. Motivation of Employees: Motivation of employees largely depend upon the

effectiveness of communication. Sharing of information with employees helps management to secure their willing cooperation. Discussion on matters of common concerns between managers and employees is a source of satisfaction for the employees as it signifies recognition of their importance. Information sharing and consultation act as strong motivating factors.

7. Building Employee Morale: Communication in industries is the basis for morale

building. Under an effective system of communication, it is quiet convenient for the employees to bring their grievances to the notice of the management and get a proper adjustment. It creates mutual trust and faith, and ultimately ensures job satisfaction amongst the employees, creates confidence in the ability of managers and promotes their loyalty towards the enterprise. It satisfies their personal and social needs and stimulates their job interest and enthusiasm. Grievances suppressed for lack of communication may lead to serious conflicts.

8. Binding Force or Commitment: Effective communication induces the human

resources in the organisation to develop a spirit of cooperation' and produces the will to do work. In this way, effective communication binds the together and creates the spirit of commitment among them.

9. Facilitates Effective Control: Controlling is an important aspect of managing. It

helps the managers to measure and evaluate the performance of their subordinates, and provide them feedback on their performance. Communication helps in control by transmitting information about the performance of the subordinates to the manager. If the information received by the manager reveals that the performance of the subordinates is not up to the mark, he can take corrective action immediately. To sum up, communication system plays the same role in an organisation as the nervous system in the human body. It keeps the members of organisation informed about the internal and external happenings relevant to their task and interest. Since the success of organisation depends upon co-ordinated efforts of people working at different levels to achieve a common goal, effective communication becomes a must to enable them to think together and to act together.

PROPER PLANNING

BASIS FOR DECISION MAKING

PROPER PLANNING

BASIS FOR

COORDINATION AND ADMINISTRATION

BETTER COORDINATION BETTER AND

BINDING FORCE BINDING

IMPORTANCE OF COMMUNICATION

IMPORTANCE OF COMMUNICATION

EFFECTIVE CONTROL

FORCE

BUILDING BUILDING
MORALE MORALE

MOTIVATION

EFFECTIVE CONTROL
MUTUAL AND CONFIDENCE

Importance of Communication.

5 NEED FOR COMMUNICATION

The reasons for the growing importance of communication in modern organisations are discussed below: (i) Giant Organisations: Modern organisations have grown in size and employ a large number of people to achieve their objectives. They have complicated structures with several layers of management. Effective coordination can be achieved only with the help of an effective system of communication. (ii) Global Business Environment: Many organisations operate at the transnational level. This requires dealing with people of different languages and cultures. Naturally, communication is to be given greater attention for success in international business. (iii) Technological Advancement: The modern era is characterised by rapid changes in technology. A big undertaking cannot afford to ignore the latest technology, if it is to survive in the long-run. But application of new technology is not an easy task because of the resistance offered by the work-force. Only an effective system of communication can help the management to overcome resistance to change on the part of the work-force. Management can keep workforce fully informed about the latest developments and can educate them the uses of new developments. (iv) Timely Information: Modern organisations need adequate and timebr " information for better decision-making. To keep pace with the changing environment effective management of information is important. (v) Better Human Relations: The nature of employment relationship has changed from master-servant relationship to partnership relationship. The employees are the shares of the prosperity of the enterprise. No management can manage effectively, if it does not understand the need, perceptions and feelings of the employees. The desire of the modem managers to have better understanding of the human behaviour has increased the significance of communication in an enterprise. (vi) Better Public Relations: An industrial enterprise works in the society and so it has got certain social obligations towards the customers, workers, government, suppliers and the

general public. Every enterprise has to keep these stakeholders informed about the efforts taken by it in the performance of its obligations towards them.

CHANNELS OF COMMUNICATION
A channel of communication is the path through which information is transmitted throughout the organisation. It represents various contacts or linking points which exist between different individuals or departments in the organisation. Channels of communication may be divided into two categories, namely: (1) Formal; and (2) Informal. Formal channels include the paths of communication which are institutionally determined by the organisation. They are associated with the status and position of the communicator and the receiver. Formal communication enforces a relationship between different positions. It derives its support from the scalar chain of the organisation. But informal channels represents communication among people through informal contacts. Informal communicaticn co-exists with the formal communication system in the organisation. Informal channels are not laid down by the management. They are used by the organisational members out of their desire to socialize and for the sake of convenience.

FORMAL COMMUNICATION
Formal communication refers to the official communication which takes place following the chain of command in the organisation. Such communication generally relates to the officially accepted and recognised activities of the organisation. The organisation structure reflecting superior- subordinate relationship determines the flow of formal communication. Thus, the scalar chain of authority established by the organisation provides the channels for all officials communication between members of the organisation and parties outside the organisation such as government, customers, etc. Formal communication usually takes the form of written communication such as notes, memos, letters, reports and statements. Formal communication can be verbal or through gestures also. Tele-conferencing is also becoming increasingly popular.

Advantages of Formal Communication

(i) Orderly Flow of Information. Such communication is systematic and ensures orderly flow of information and ideas. (ii) Identified Source. The source of communication can be easily located.

(iii) Authentic Information. It is an officially recognised path of communication. Whatever information flows in whatever direction (vertical, horizontal or lateral), it is presumed to be authentic. (iv) Justification of Authority. It provides support to the authority of- superiors over subordinates. (v) Answerability for Actions. Responsibility of the actions taken on the basis of any formal communication can be easily fixed. (vii) Control. Control is facilitated by formal communications providing information about work performance.

Disadvantages of Formal Communication

(i) Time Consuming. This type of communication follows the scalar chain of authority and so is a slow moving process. When it is routed through more than one authority level, it takes too much time. Lack of Personal Touch. Formal communication is mostly conveyed in an impersonal manner. Personal warmth and involvement may be tacking. Expensive. Formal communication is expensive as it requires lot of administrative work and use of formal channels.

(ii) (iii)

(iii) Distortion. Accurate information may not be transmitted in view of the likelihood of unfavourable effects of the message or report, or .to avoid criticism. Even the information may be distorted in the process of transmission through different levels in the organisation.

INFORMAL COMMUNICATION
Communication between individuals and groups which are not officially recognised is known as informal communication. It consists of exchange of ideas and information resulting from social interaction among the members of an organisation. Actually, the necessity of Information communication arises among people to satisfy their social needs, which is not possible through formal communication. It may involve work related matters or consist of other matters of mutual interest to the parties. The flow of informal communication cuts across the official lines of communication. Informal communication is known as 'grapevine'.

Grapevine
The network or pathway of informal communication is known as grapevine. The use of the term grapevine is said to have originated during the US Civil War when telegraph lines were strung loosely between trees and soldiers said the wires resembled a grapevine. Messages that were difficult to decipher were said to have come through the' grapevine'. In organisational context, the informal communication is called grapevine because the origin and direction of the flow of informally conveyed messages cannot he easily traced. Grapevine cut across formal channels of communication. Neither do they follow the same pattern not do they necessarily coincide with formal channels of authority and communication. Grapevine has the following features:

1. It transmits information in every direction throughout the organisation laterally and diagonally. The grapevine, thus, can even contact those organisational units that may 'have simply indirect formal relationships. 2. Grapevine, being unrestricted by formal policies and procedures, transmits information rapidly. In it the chain of command need not be followed. Once a message enters the grapevine, it moves almost instantaneously to any point in the organisation. 3. Grapevine is selective with regard to the person who receives the information. Some people are tuned into it and others are not. It is possible that some managers are even aware of the existence of the grapevine in the organisation. 4. Grapevine extends beyond the formal hierarchy system of an organisation. It can occur off the job. Workers at a party may pass on or receive information about the organisation. There can be hundreds or even thousands of connections. 5. Grapevine generally occurs orally. It arises out of social interacting among people. 6. Grapevine is based on people rather than task. 7. Grapevine does not follow a fixed pattern as in the case with formal communication. Managers should not eliminate the grapevine, and thereby ignore it. Wise managers remain tuned into the grapevine. Not only will they obtain useful information but also will they replace incorrect messages with correct ones. The grapevine is an important channel of communication even for enlightened companies.

DIRECTION OR FLOW OF COMMUNICATION

From the point of view of the direction or flow of information, communication may be either vertical or horizontal. Vertical communication may move both downward as well as upward. Horizontal communication is also known as lateral or sideward communication. Besides, there may be diagonal communication in organisations which may cut across the vertical lines in the organisation structure. Thus, on the basis of flow of information, communication may be classified as follows: (i) Downward communication. (ii) Upward communication. (iii) Horizontal or sideward communication. (iv) Diagonal communication.

DOWNWARD COMMUNICATION
It represents the flow of information from the top level of the lower levels of the organisation. In Fig. 2.5, communication from the Managing Director to the operative employees represents downwards flow. The purpose of downward communication is to communicate policies, procedures, programmes and objectives, and to issue orders and instructions to the subordinates. A major part of the formal communication takes the form of downward communication. Downward communication can take place through verbal or written orders and instructions, notices, circulars, letters, memos, posters, periodicals, publications, group meetings, etc. The objectives of downward communication are as under: (a) To give instructions about what to do and how to do. (b) To explain organisational policies, programmes and procedures. (c) To know how effectively a person is performing his job. (d) To motivate employees to improve their performance. (e) To train subordinates in performing their jobs.

Modes of Downward Communication

1. Handbooks and Pamphlets. To provide an introduction of the organisation to the newcomers, handbooks and pamphlets are used during the hiring of workers and other staff or during orientation processes. 2. Posters and Bulletins. Information concerning the firm employees is often communicated on posters and bulletin boards. 3. House Journal. Many firms have their own newsletters or newspapers, often referred to as house journals. A great ideal of information regarding the organisation can be communicated

through these newsletters. They often contain information about new products, about its policies. 4. Pay Inserts and Direct Mail. When the top management wants to communicate matters of importance it can use direct mail intended to employees. Inserting a note with the paycheck may also encourage readership. 5. Annual Reports. Most organisations also bring out annual reports for shareholders. These reports highlight information about new plants, new products, company finances, etc. 6. Special Meetings. The management may schedule special meetings with employees to explain them the new policies and procedures and to obtain back from them. Thus, special meetings can be used for both downward and upward communication.

Merits of Downward Communication.

The merits of downward communication are as follows: (i) Mission and Goals. It informs the employees about the organisation decision, goals and how they should contribute their best to accomplish these goals. (ii) Plans and Policies. It provides the employees with information regarding organisational plans and policies. (iii) Duty and Authority. It facilitates the employees the knowing what is expected of them and the extent of their authority. (iv) Job Satisfaction. It increases employees' job satisfaction by communicating them about their better performance.

Limitations of Downward Communication

(i) Distortion. In big-sized organisations, information flows through a number of layers. It is quite possible that by the time, it reaches the lowest level in the organisational hierarchy, the message received is different from that was sent. (ii) Incomplete Information. Sometimes, managers withhold a part of information with them and transmit incomplete information so that subordinates continue to remain dependent upon them for requisite information. The subordinates will not be able to carry out their tasks effectively with incomplete information. (iii) Time Consuming. If the organisational hierarchy has too many levels, it takes too long for information to reach the person concerned. Sometimes, the information reaches after the desired action has already been taken.
(iv)

Filteration of Information. Oral information often gets lost in transit. A part of the information is retained at one level and filled up by some unintended information at another level. Messages are encoded and decoded according to people's perception. Researches have shown that in some cases, information upto about eighty per cent, gets lost on the way.

Upward communication
It signifies the flow of communication from the lower levels to the high levels of the organisation. The purposes of upwards communication are to keep the superiors informed about the progress of work and difficulties faced in executing orders, suggest measures of improvement, communicate grievances and create a feeling of belongingness through participation. Upward communication can take the form of activity reports, suggestions, recommendations, grievances, etc. Upward communication is equally essential for successful managing downward communication. It helps the top management in knowing how w its plans and policies are understood by the operative employees. It helps in knowing the attitudes of the employees. Management should always encourage - upward communication. This will help management in taking steps to overcome resistance to change on the part of the workers and to increase the morale the employees. Upward communication may take the form of either written communication or verbal communication.

Media of Upward Communication

1. Suggestion System. Many firms have formal suggestion systems. They provide for suggestion boxes for putting in suggestions by the workers They encourage workers to fill in suggestion forms regularly. However, in system every suggestion should receive sincere consideration. Employees should be promptly informed of the results of any decision whatsoever reach on each suggestion. 2. Grievance Procedure. Some organisations evolve a systematic procedure through which employees complain matters affecting them. The procedure give the subordinates an opportunity to settle their disputes within the organisation. Most unions negotiate through formal grievance procedures. 3. Open-door Policy. It is an established channel that allows workers to bypass immediate supervisors and talk to the top executives in regard to important matters without fear of reprisal. This communication channel reduces tension among subordinates and improves trust. It is important that employees are aware of the open-door policy and believe that the management is sincere in listening to them. It also involves the management talking directly with the workers. The open-door policy has its disadvantages too. It creates a sense of insecurity among managers when they know that subordinates may lodge complaints directly to upper level managers. At times a supervisor first finds out any problem that exists when an upset upper level manager sends for him. 4.Questionnaries. Sometimes, anonymous questionnaries are given to workers to fill in with a view to identify problem areas in the organisation. When a large number of workers ra te a firm low in a given area, the management should deal with it immediately and find solutions thereof. Whatever the case, to earn and sustain the faith of its workers the firm must take immediate measures, otherwise the purpose of using questionnaries may be lost. 5. Ombudsperson. The organisations having no union can have a complaint officer called an ombudsperson. He hears employees' complaints, investigates them and recommends

appropriate actions to the top management. This form of grievance resolution channel resolves the problems swiftly.

Merits of Upward Communication.

(i) Feedback. It helps managers in receiving feedback from the lower levels that helps them in carrying out the controlling function. It also helps them in working attitude of employees towards company's goals and plans. (ii) Creative Ideas. It provides managers with creative ideas and suggestions, which probably they could not have thought of. (iii) Better Relations. It strengthens superior-subordinates relationships and improves harmonious industrial relations. (iv) Overcomes Resistance to Change. It overcomes resistance to change on the part of employees as they are allowed to present their fears and apprehensions about the same before the management and obtain necessary clarification and assurance. (v) Increased Motivation. It increases employees' motivation to work. When employees know that their grievances, ideas and suggestions are being considered by top managers, they feel morally committed to their work.

Limitations of Upward Communication.

(i) Fears and Apprehensions. Subordinates do not always report the matters upward the way they want, for the fear of being reprimanded by their bosses. When they know that the news is not what the boss wants to hear, they do not transmit it at all. (ii) Filtration. A substantial part of information gets filtered when it flows upward. During upward transmission each level filters that part of information which it feels will present an unfavourable picture to their superiors. (iii) Time Consuming. Too many levels in the official chain of command result in delayed transmission from the lower levels to the top level. (iv) Inattention by Superiors. Sometimes, the superiors don't attach any importance to the upward communication. They may even discourage the subordinates to speak to higher levels. (v) Low Morale. The employees feel morally depressed when their grievances and suggestions to the higher authorities do not get the required attention. BASIS DOWNWARDS UPWARDS

1. Flow of 1. It represents the flow of information It represents the flow of information from Message from top level to lower levels. lower level to top levels.

2. Purpose

2. Its purpose is to communicate 2. Its purpose is to keep the superiors policies, procedures, orders and informed about the progress of work and instructions to the subordinates. difficulties faced in the execution of orders.

3. Use

3. It is used to get things done through 3. It is used to give reports and convey the subordinates. reactions of subordinates to the management.

4.It takes the form of written 4. Form of and oral instructions, letters, Message memos, company publications, etc.

4. It takes the form of activity reports, suggestions, grievances, etc.

HORIZONTAL OR LATERAL COMMUNICATION

It refers to the transmission of information among persons of the same level and status as shown in Fig. 3.3. It generally takes place among departmental heads who are responsible for different functional areas of the business. It is also known as lateral or sideward communication. Horizontal communication is essential for achieving coordination in the enterprise. The methods used in horizontal communication are generally limited. They take the form of memoranda, letters, and the personal face-to-face contacts, telephonic contacts, etc. Informal contacts among the departmental heads play an important role in informal communication. The main purpose of sideward communication is to secure coordination among various departments. The objectives of lateral communication are as under: (a) To coordinate among various individuals or departments. (b) To solve problems which involve the efforts of various specialists. (c) To resolve conflicts among various employees of the department. (d) To exchange information among various employees of the department.

(e) To promote social relations among employees in the organisation Horizontal communication can take place between (a) members of a particular work group, (b) members of different work groups, (c) members of different departments operating at the same level, and (d) members of line and Horizontal communication can -be both oral and written.

BARRIERS TO COMMUNICATION
The term 'barrier' means 'hurdle', 'hindrance' or 'obstacle'. Thus, barriers to communication imply hurdles or obstacles on the way of transmission of message the sender to the receiver. In practice, there exist several barriers in communication' which render it ineffective. They generate confusion, conflict and _misunderstanding in the organisation by creating bottlenecks, delays and distortions of information. Several organisational problems relating to smooth working and human relations exist today in the enterprises because of these barriers. Sometimes barriers tend to distort the message and create friction among the organisational members and also adversely affect the morale of the employees as well as are injurious to team-work. It is essential to find out such barriers and take steps to remove them for the accomplishment of effective communication . TYPES OF BARRIERS Various kinds of barriers to communication may be classified as under: Physical and Mechanical Barriers Noise, time, distance, information overload, physical barriers Language or semantic barriers. Unclear message, faulty translation, specialist language Socio-psychological barriers. Difference in perception and attitude, emotions, inattention, closed minds, premature evaluation, distrust, resistance to change, cultural differences Organisational barriers. Status relationship, one way flow, organisational structure, rules and regulations Personal barriers Lack of knowledge, lack of time

PRINCIPLES OF EFFECTIVE COMMUNICATION

It is indeed very difficult to suggest an exhaustive list of essential features of good system of communication. It will depend on the specific needs of the situation. However, the following guidelines or-principles may be followed to achieve a good system of communication: Speed : A good system of communication must ensure a speedy transmission of message. The time taken to transmit a message to its destination and the

speed of the communication system should be considered on the-basis of the urgency of communicating the message. Clarity of Message : The beginning of-all communication is clarity of message. The message must be as clear as possible. No ambiguity should creep into it. The message can be conveyed properly only if it is clearly formulated in the mind of the communication. Creation of Impression : The communication must create a positive impression with the recipient, i.e., it should produce the desired reaction from the person receiving it. In some cases, a formal letter is adequate while in others it might result in the communication being thrown unread into the waste-paper basket. Two-way Traffic: It is two-way communication that provides feedback to the sender of the information. Feedback refers to transmission of information concerning the effect of any act of communication. Thus a manager who sends a directive to his subordinate, should know the response of the latter. Feedback information flows upward and downward. Its purpose is to reinforce the action implied in any act of communication. Feedback also provides an opportunity for suggestion and criticism by the receiver of information. Credibility: Communication starts with the climate of belief. This climate is built by performance on the part of the practitioner. The performance reflects an earnest desire to serve the receiver. The receiver must have confidence in the sender. He must have a high regard for the source's competence on the subject. Content: The message must have meaning for the receiver, and it must be compatible with his value system. It must have relevance for him. In general, people select those items of information which promise them the greatest rewards. The content determines the response of the audience. Completeness: Every communication must be complete and adequate. Incomplete messages keep the receiver guessing, create misunderstanding and delay actions. Every person should, therefore, be provided with all the required facts and figures. For example, when the factory supervisor instructs workers to produce, he must specify the exact size, shape, quality and cost of the product. Any assumptions behind the message should also be clarified. While answering a letter, all the questions raised in the letter must be replied. Capability: Communication must take into account the capability of the audience Communications are most effective when they require the least effort on the part of the recipients. This includes factors like reading ability and receiver's knowledge. Accuracy: The communication medium should ensure accuracy in the transmission of messages. There is no logic in having a system that is cheap but faulty in transmitting messages. Hence, written communication is desirable as words spoken are liable to be misheard. Economy: The, communication system should be as much economical as possible. But efficiency of the system should be sacrificed to achieve

economy. The cost of the communication system should be kept under limits by discouraging unnecessary messages. Secrecy: The communication system should ensure secrecy and there should be no leakage of information. Thus quality becomes all the more necessary messages are of confidential nature.
Safety: A good communication system must guard against the risk of loss in

transit. If an important legal document is to be mailed. It is advisable to send it registered post or courier service.

Effective Communication: Seven Cs

For transmitting effective written or oral messages, certain principles must be followed. These principles guidelines for Choice of content and style of presentation adapted to the purpose the receiver of the message. They are also called the "Seven Cs" of communication. They are: . 1. Completeness. 2. Conciseness. 3. Clarity. 4. Correctness. 5. Concreteness. 6. Consideration. 7. Courtesy. COMPLETENESS Every communication must be complete and adequate. Incomplete messages keep the receiver guessing, create misunderstanding and delay actions. Every person should, therefore, be provided with all the required facts and figures While striving for completeness, the following guidelines should be followed : (1) Provide all necessary information (2) Answer all the questions asked. (3) Give something extra, when desirable. CONCISENESS In business communications, you should be brief and be able to say whatever you have to say in fewest possible words without sacrificing the other qualities. A concise message saves time and expense for both sender and receiver. Conciseness in business communications can be activated by observing the following guidelines : (1) Avoid wordy expressions. (2) Include only relevant material. (3) Avoid unnecessary repetition. (4) Organise your message well. CLARITY

The message must be put in simple terms to ensure clarity. Words must mean the same thing to the receiver as they do to the sender. Complex issues must be compressed into themes, slogans or stereotypes that have simplicity and clarity. In order to ensure clarity in oral communications, you should use accurate and familiar words with proper intonation, stresses and pauses. Your language should consist of simple words and short sentences. Thoughts should be clear and well organised. Thus, you should know what you want to say and why. The important considerations in attaining clarity are as follows: (1) Choose precise, concrete and familiar simple words. (2) Construct effective sentences and paragraphs. CORRECTNESS The term' correctness' as applied to business messages means right level language and accuracy of facts, figures and words. If the information is not correct: conveyed, the sender will lose credibility. Transmission of incorrect information superiors will vitiate decision making process. Transmission of incorrect information to outsiders will spoil the public image of the firm. To convey correct messages, grammatical errors should also be avoided. Thus, you should be sure that you are transmitting correct facts in correct language. All messages must be transmitted and responded to at the most appropriate time. Outdated information is useless. CONCRETENESS Concreteness of message is an essential requirement of effective communication. It means being specific, definite and vivid rather than vague and general. In oral communication, we can't draw tables, diagrams, or graphs to make our statements vivid, but we can choose precise words to convey the correct message and support it by relevant facts and figures. If the message is specific, would be increased likelihood that the message is interpreted by the receiver tended by the sender. . For sending concrete message, the following guidelines should be followed: (1) Use concrete expressions. (2) Use specific facts and figures. (3) Put action in your verbs. (Don't speak in passive voice). (4) Choose vivid, image-building words. CONSIDERATION Consideration means preparing the message with the receiver in mind. In order to communicate effectively, the sender should think and look from the receiver's angle. He should adopt a humane approach and understand the emotions and sentiments of the receiver. He should understand and focus on the needs of the receiver. The sodapsychological background of the receiver must be understood. The golden rule "First understand then be understood" should be followed. . Four specific ways to indicate consideration are as follows: (1) Focus on "you" Instead of "I" and "we". (2) Show audience benefit or interest in the receiver (3) Emphasize positive, pleasant facts.

(4) Show empathy. Ask how would you feel if you were to receive this message. Every person is interested in himself/herself. Often the readers respond to our letters well when we write from their point of view. So to make our letter more effective, we must avoid I's and we's and have as many you's as possible. In any case we should not forget the reader's point of view. Consideration also requires emphasizing positive and pleasant facts, To say 'no', 'sorry', 'regret' or 'disagree' in plain words and a straightforward is not difficult, but its effect on the reader's mind and the repercussions on the firm are bad and far-reaching. In a business letter, the reader accepts calmly and coolly all the no's regrets, and sorry's if they are expressed in a positive manner. An approach withnegative beginning or a negative connotation irritates the reader and makes them feel that you lack business manners and gentlemanliness. A positive approach, on the other hand, convinces the reader of your helplessness, or your genuine difficulties, etc. In other words, a positive and pleasant approach says 'no' but retains the customer's goodwill COURTESY Courtesy stems from a sincere you-attitude. It is not merely politeness with mechanical insertions of "please" and "thank you," although applying socially accepted manners is a form of courtesy. Rather, it is politeness that grows out of respect and concern for others. In business discussions, you should say things with force and assertiveness without being rude. It is necessary that you respect the other person by listening to him patiently. Politeness begets politeness and encourage participative communication. Following guidelines should be observed to ensure courtesy. Thank generously for a favour. When someone does a favour to you, acknowledge it promptly and thank the person generously for being kind to you. Apologise for an omission. If you have committed a mistake, express your regrets promptly and sincerely. Avoid irritating expressions. Words and expressions having negative connotation should not be used in the message. Use non-discriminatory expressions that reflect equal treatment of people regardless of gender, race, ethnic origin, and physical features.