sspanagcskillsdft: Communication - Definition, Types,.Process, Directions, Good / Effective Communication, Levels (Inter-personsl, Intra-personal, Group to Person, Person to Group, Group to Group), Methods - Oral, Written, Non-verbal; Horizons - Pitch, Tone, Frequency, Volume, Barriers, Effective Listening, Audio-visual aids -

Unit 1

. CommunicationDefinition, Elements, Process, Types, Channels etc.

1. What is communication?

The word communication has been derived from the Greek word ‘communis’ which means ‘to share’. So communication means to share information with others around us. We may use the verbal or the non-verbal medium for the purpose. If we decide to use the verbal medium, we may choose the oral or the written medium. But the essential thing is that we should pass on or ask for some sort of information.

Communication is a concept which, though very familiar, is very difficult to define precisely. A large number of scholars have tried to define it but every definition given by them has been found to be inadequate and subjected to criticism. Given below are some definitions and the reactions to those definitions.

According to Peter Little,“Communication is the process by which information is transmitted between individuals and/or organisations so that an understanding response results.”

But this definition has been criticised on the ground that it does not specify what the information is about. Besides, the response received is not always an understanding one

W. H. Newman and C. F. Summer have given the following definition: “Communication is an exchange of facts, ideas, opinions or emotions by two or more persons.”

But the communicator does not transmit only facts, ideas, opinions or emotions. He also transmits his attitude and frame of mind which, in some cases, may be even more important than the information. You may shower glowing praise on somebody but in an ironical tone. In this case, the words matter little. It is the tone that matters. A man may boast of bravery but his facial expressions may betray his cowardice. Again, the facial expressions are more important than the information he is giving. This definition also does not say anything about the purpose of communication and the importance of feedback.

The definition given by William Scott is more comprehensive than these two. “Administrative communication is a process which involves the transmission and accurate replication of ideas ensured by feedback for the purpose of eliciting actions which will accomplish organisational goals.”

This definition makes four major points:

1. Communication involves communication of ideas.

2. The ideas should be accurately replicated in the receiver’s mind for communication to be successful. That means that the receiver should get exactly the same ideas as were there in the sender’s mind.

3. The sender is assured by feedback that the replication of ideas has been accurate. This is very important because it means that communication is a two way process. It is not complete until the receiver gives the feedback.

4. The purpose of communication is to have some action or actions performed.

Even this definition has been subjected to criticism on two counts.

1. It does not say anything about opinions and emotions. The concept of ideas must be expanded to include these too.

2. Even in administrative communication, the purpose is not always to get actions performed. It may be to get information or to convince somebody of the correctness of your point of view and make him agree with it or just to unburden your heart or win somebody’s sympathy.

We can say that it is impossible to give a comprehensive definition of communication which covers all its aspects. It is so vast a term that, howsoever hard we may try, something or the other is always left out.

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2. Process of Communication

Communication is a complex process which includes a number of activities. But these activities are performed so spontaneously, so naturally, so effortlessly that we are hardly aware of them. It is indeed surprising that we do all these things without much effort. The different activities into which communication can be split are discussed below.

Sender's Part

Ideation → Encoding → Choice of Medium → Choice of Channel → Transmission →

Receiver's Part

Reception → Decoding → Understanding → Reaction / Response →Feedback

Ideation – Communication begins with the emergence of an idea. Somebody suddenly becomes aware that there is some idea or emotion etc. which he wants to share with somebody or that he needs some information which he must obtain from somebody. It is this urge which makes him take the next step. But for communication to be successful, he must have a clear understanding of what he wants to share or what information he needs to have. If he himself is not clear, he will not be able to communicate it clearly to the other fellow.

Encoding – After the sender gets the idea to be shared, he takes the next step. He decides which code he is going to use. And having decided it, he proceeds to choose the symbols of that code which he thinks can correctly transfer the idea to the receiver. To be able to do so, he must have a clear and adequate knowledge of the code. Here, it is important that the sender and the receiver must share the same code. For successful communication, he must also know how much knowledge the receiver has of that code because if he chooses symbols that the receiver cannot interpret, communication will not be successful or it will be only partially successful. Sufficient knowledge of that code by the receiver is also a pre-requisite of successful communication.

After encoding, the idea becomes a message which now has to be transmitted.

Choice of the Medium – Now, the sender has to decide which medium he is going to use to transmit the message. He may choose to use the oral medium or the written one. He can also choose some non-verbal medium like gestures or pictures etc.

Choice of the channel – After the choice of the medium, the sender has to choose the channel through which he wants to transmit the message. If he has chosen the oral-auditory medium, he may choose to speak face to face with the receiver or use the telephone in case the receiver is not available for face to face conversation. If he has chosen the written medium, he may write a letter and send it by mail or email or fax it. The choice of the channel depends on the circumstances of communication.

Transmission – After making all these decisions, the sender actually transmits the message he has framed through the channel that he has chosen.

Reception – The message transmitted by the sender now reaches the receiver. The reception of the message is the starting point of the role of the receiver in communication. He hears the message or receives the letter or the email and prepares to process it to be able to understand it.

Decoding – The receiver now uses his knowledge of the code which the sender has used to interpret the symbols that the sender has used. Decoding of the symbols yields the meaning that the sender has packed into the message. The receiver is now in possession of the message that the sender has sent.

Understanding – After getting the message, the receiver interprets it in the textual as well as situational context because the true meaning of a message can be understood only by relating it to the context. The receiver also uses his previous knowledge and past experiences to get at the full import of the message.

Reaction/Response – The understanding of the message generates a response/ reaction in the reader. To believe or not to believe? To act or not to act? To supply the information or not?

Feedback – The receiver now proceeds to convey his response to the sender. At this stage, the roles of the sender and the receiver are reversed. The receiver becomes the sender and the sender becomes the receiver. Feedback is an essential part of communication. Communication is not complete till the sender gets the feedback. With the receiving of the feedback, one cycle of communication comes to an end. If the sender is satisfied with the response and does not feel the need to continue the communication any further, communication is complete. But if he feels that further communication is required to achieve the purpose of communication, he can begin a new cycle. These cycles continue till the sender is satisfied that the purpose has been achieved.

3. Forms/Types/ Kinds of Communication

Verbal Communication:

Verbal communication is communication which makes use of words to exchange ideas or information. It can be oral as well as written because in both cases, we use words to transmit our information. The term is often misused these days to refer to oral communication. It is important to remember that written communication is also verbal communication because it too uses words as the vehicle of communication.

Verbal communication can be divided into two types.

1. Written Communication – Written communication is communication which uses the graphic medium rather than speech. It is effected by putting the words of some language on paper or some other stuff by using some contrasting colour. We can write the message with our hand using paper and pen or pencil. Or we can have it typed or printed. Written communication has some advantages over oral communication. It is more reliable because there is no risk of a word being taken for another. It can be read as many times as the receiver wants till he is satisfied that he has understood the message. And it can be used as record for future reference. However, illegible handwriting or poor print can act as barriers in written communication. Besides, it can be used only by educated or at least literate people whereas oral communication can be used by all people whether literate or illiterate. Another weakness of written communication is that it cannot be supported by non-verbal communication in the form of body language.

Paralinguistic features like Pauses, Voice modulation, cannot be used. Punctuation, bold type, italicisation etc. are poor substitutes for these paralinguistic features.

Quick clarification is not possible.

2. Oral communication – Oral communication is communication effected through speech. It makes use of the oral auditory medium. Clarity of speech, audibility and careful listening are the important factors for its success. It can be used by all irrespective of whether they are literate or illiterate. But distance is a big barrier in the effectiveness of oral communication. We can communicate orally with a person who is too far away to hear our voice.

However, science and technology have overcome this handicap. These days, we can use the telephone to have oral communication with people sitting thousands of kilometres away from us. Or we can have the message recorded and send the recording to the intended receiver. Normally, it is a disadvantage of oral communication that it cannot be used as a record of what transpired between two people. But these inventions have overcome even this handicap of oral communication.

A big advantage of oral communication is that it is supported by non-verbal communication which contributes a lot to its success. Our gestures, facial expressions and the tone of our voice are much more effective in communicating our emotions than any written communication can ever be.

Immediate clarification is possible.

Paralinguistic features can be used to further clarify meaning.

Non-Verbal Communication:

Communication which is effected without using words is called non-verbal communication. Most of the time, it is effected by using what we call the body language. Body language includes gestures, eye movements, facial expressions, kinesics and proxemics which always accompany verbal communication. It reinforces and clarifies what we say through words. Even that part of the meaning during verbal communication which is communicated through paralinguistic features of language is sometimes included in non-verbal communication.

Non-verbal communication is generally used to support verbal communication. It is rarely used as an independent means of communication. Even when it is, it is not as efficient as verbal communication. Its communicative role is mainly supportive. But it may sometimes be used independently of verbal communication as in a mime or when two people who do not know each other’s language communicate. There are some situations in which it is preferred to verbal communication e.g. it may be resorted to for the sake of secrecy by preventing overhearing. It is also used for communication where the communicator cannot always be present to convey the message to the intended receivers.

Signs, symbols, pictures graphs etc. are also used for non-verbal communication. Road signs, the danger sign on electric poles and the no smoking sign are some very familiar examples of communication through signs.

4. Directions of Communication

Upward communication

When a junior communicates with a senior in an organisation, the communication is said to be upward communication. It is used normally for supplying the information that has been asked for, for communicating suggestions, complaints or demands; and to seek approvals or sanctions. The language in upward communication must be clear, polite and formal.

Downward communication

Downward communication is communication in which a senior communicates with a junior. It is used normally for communicating orders, giving instructions, explaining policy matters, communicating plans, seeking information or calling for explanations. The language in downward communications also needs to be clear and unambiguous. While politeness is appreciated, in exceptional situations, one may have to be harsh as for example in cases of misconduct. But one must not be downright insolent, rude or offensive. Even a senior should not hurt the self-respect of a junior because it leaves a bad taste in the mouth and creates bitter relations in the organisation.

Horizontal communication

Horizontal communication is communication between functionaries of equal rank working in the different departments of an organisation. When the director of one department communicates with the director of another department, it is a case of horizontal communication. Horizontal communication must be polite, clear, concise and complete. It is used normally to seek and give information. The purpose is generally to expedite matters and to avoid unnecessary delays in the interest of efficient working of the organisation. It also promotes coordination between different departments which is very important for the health of a business organisation. It leads to decentralisation of authority which develops a sense of responsibility among the workers at the junior level and gives them a sense of belonging.

Diagonal communication

Diagonal communication is communion by a junior in one department with a senior in another department or a senior in one department with a junior in another department. Diagonal communication also expedites the flow of information and saves precious time because the official concerned can communicate directly with the person who has the information required. It promotes greater cooperation between different departments and different levels. It also leads to decentralisation of authority and devolution of responsibility. People at the lower ranks also begin to experience the sense of belonging with the organisation.

5. Levels of Communication

Inter-personal communication

Inter-personal communication is communication between two or more persons. The message is transmitted by one person and the feedback is given by the other person. The communication that we use most of the time in real life is two way communication because it is rare for anybody to try to communicate without there being somebody to communicate with. One does not normally communicate with oneself as there is no information to be transmitted.

Intra-personal communication

When a person communicates with oneself, the communication is said to be intra-personal. Intra-personal communication in real life is very rare because there is generally no need for such communication. One need not transmit any information to oneself as one already has it. However people do indulge in intra-personal communication under stressful situations when the self is divided, one part choosing one course of action and the other recommending a different one. In a different kind of situation, one may assume the role of the receiver as well as the sender of the message. This is the case when people give vent to their grief or grievances against others in loneliness. Brutus’ famous soliloquy in Shakespeare’s play Julius Caesar is a very fine example of intra-personal communication.

Group Communication

Group communication is communication between an individual and a group or between two groups. In the first case, we have one person communicating with a group of people. For example, when a speaker addresses an audience, the communication is group communication. In the second case, we have a group of people on both sides. The members of the two or sometimes more than two groups may speak by turns or out of turn as they can think of something to contribute something to the exchange of information taking place.

Another form that group communication can take is when the members of a group communicate among themselves as for example in a group discussion or a meeting.

Saves time. Message can be transmitted to many people at the same time.

6. Significance of Communication

No man is an island. Man is a social animal. He cannot live without communicating with others around him. While this has been a fact of human existence ever since man’s emergence on the earth, the importance of communication has immensely increased in modern times. Developments in the field of communication technology have turned the world into a global village which has further increased the need for and importance of communication. There is no segment of our life in which communication does not occupy an important place.

Significance for business:

Even in the olden days when business used to be small and localised, communication was indispensable for its conduct and growth. Business owners had to communicate effectively with the customers to know their needs, to settle prices, with the suppliers to apprise them of their needs and negotiate prices and with the workers if any to give them instructions. But the importance of communication has increased manifold with the growth in the size and complexity of business establishments. Let us have a look at how these developments have contributed to the importance of business.

A. Importance of Internal Communication

1. Growth in the size of business and communication – Modern business enterprises are giant sized entities rather than one man or family shows. They have hundreds and thousands of branches located sometimes not only in different parts of a country but in different countries. The number of people working in them runs into thousands, even millions. All these people and branches have to keep in constant touch with one another for the successful conduct of its activities. The central management has to communicate plans and policies to them and to seek feedback. They have also to control, supervise and coordinate their activities. The branches and the workers have also to keep in touch with the central management to communicate to them their problems and requirements and to seek guidance from them from time to time. The branches too have to be in constant touch with one another. All this is not possible without effective and efficient communication. Therefore the need for good communication skills by the personnel working in them has increased manifold. Today, it is not possible for any business worth the name even to survive, let alone grow and prosper.

2. Growth in complexity – In the olden days, one man used to take care of every activity like planning, production, purchase, sales, accounts, advertisement etc. But modern business has become so complex that every activity needs to be handled by specialists. As a result, different departments manned by specialists are needed to handle these activities. For the smooth working of any business enterprise, activities of these departments need to be efficiently coordinated. This goal cannot be achieved without effective communication among them which allows different departments to know how things stand in the other departments. In the absence of such knowledge, different departments may work at cross purposes resulting in the wastage of valuable resources.

3. Harmonious relations and healthy work environment – Effective communication is also required to maintain healthy and harmonious relations among the staff and between the workers and the management. Efficient communication brings the people in the different departments of an organisation closer to one another resulting in greater cooperation among them. Efficient communication is also necessary to maintain harmonious relations between the workers and the management. The workforce cannot bring their problems and expectations to the notice of the management without it. Similarly, the management has to assure the workforce that it is aware of their problems and is doing everything possible to ensure their welfare. The management also needs to be aware of the capabilities as well as the limitations of the workforce so that they may be able to utilise the former and not make any unreasonable demands from them. The workforce also must be aware of the limitations and problems of the management so that they do not expect too much from them. All this cannot happen without effective communication.

B. Importance of External Communication

1. Dealings with government departments – Modern businesses have to deal with a large number of government departments like the income tax department, the sales tax department, the licensing department, the customs department, banks and many others. Difficult situations frequently crop up during the course of these dealings. They require tactful handling which is not possible without excellent communication skills.

2. Dealings with distributors, retailers and customers – To promote the sales of their products, business organisations have to communicate regularly with the distributors and retailers who sell them and the customers who use them. They have to explain the advantages and benefits of using their products rather than those of the other competing brands. Convincing them of the superiority of their products needs great persuasive power which is not possible without excellent communication skills.

3. Keeping in touch with latest research – In this age of cut throat competition, businesses have to keep in touch with the latest technological and scientific developments which enable them to cut costs or improve quality. New technologies are being developed with the rising of every new sun. An establishment which does not care to make use of these inventions is likely to lose the race sooner rather than later. Without good communication skills, it is not possible to keep pace with the latest research in these fields.

4. Availing the services of specialists – In this age of specialisation, business houses have to hire the services of a large number of experts and specialists who are not a part of their establishment. Good communication skills are needed to avail their services without incurring too much expenditure.

C. Importance for the individual –

1. Getting a job – Employers these days have realised the importance of good communication skills. Possession of good communication skills is the thing which they attach the greatest importance to at the time of recruitment. Communication skills are valued by them even more than academic or technical knowledge, willingness to cooperate, ambition and drive, leadership qualities etc. Having command over these skills helps a job seeker more than any other qualification.

2. Promotion – Linguistic and communication skills also help an employee to get quicker and more promotions. This is so because the other skills can be used to the greatest advantage if one has good communication skills.

3. Communication based professions – There are certain professions in which success depends more on the possession of good communication skills than anything else. Teaching, advertising, public relations, sales, law etc. are professions in which no one can hope to achieve success without being exceptionally good at communication skills.

D. Importance for society

1. Emergence of society - It would not be wrong to describe society as the product of communication. Really, it is the ability to communicate everything – emotions, thoughts, ideas, hopes, fears etc. – which distinguishes man from other species. And it his ability to communicate which has brought into existence the human society as we see it today. Communication brings them closer to one another, to know one another’s needs and expectations, to express and demand sympathy and love. This ability to share their views, opinions and outlook towards life has enabled them to establish large groups of people sharing the same attitudes towards life, same hopes and aspirations, same needs and same feelings. Ultimately, it was this ability which led to the emergence of society.

2. Survival of society – Social relations which communication made possible can be kept in place only through even greater and better communication skills. There was a time when such communication was required on a small scale only. Problems and tensions threatening society were localised and confined to groups living in immediate neighbourhood. And these were simple in nature and could be sorted out easily. But these days, with the advancements in the means of transport and communication, these tensions have also become globalised and more complicated. If not tackled tactfully and diplomatically, they can endanger the very existence of society. They can lead to global wars which, with the destructive weapons available these days, can destroy the whole human race in a matter of minutes. Therefore, communication skills have assumed immense importance in the modern world which is sitting on a volcano.

3. Progress of society – All the progress that society has made has been the result of his ability to communicate efficiently. It enabled man to share his knowledge, discoveries and inventions with others. It also enabled him to pass on his knowledge to succeeding generations. Efficient communication has made the dispersal of knowledge and its accumulation through the ages possible for man. Without this ability to share knowledge with contemporaries and to pass it on to the future generations, the progress that man has made could not have been possible

It is thus clear that the emergence, survival and progress of society are all dependent on man’s ability to communicate.

7. Barriers to Communication

Complete success in oral communication is very rare. Most of the time, it is partial. However, the degree of success may vary from very low to very high. There are many factors which prevent the receiver from getting the message transmitted by the speaker in all its totality. These factors are known as barriers to communication. We can divide these barriers into five broad categories: physical, psychological, linguistic, cultural and organisational.

Physical Barriers:

1. Distance - Distance between the speaker and the listener is a major barrier to communication. The speaker may be located at a place far away from the speaker and thus may not be able to hear his voice at all or to hear it clearly.

2. Time: It is not possible for people working in different shifts to meet and communicate with one another. In life also, people who cannot find time to see each other cannot communicate.

3. Noise in the surroundings: Successful communication is possible only in a calm and peaceful atmosphere. If there is any kind of physical noise in the vicinity of the listener or even of the speaker, it interferes with our communication. We may fail to receive a part or sometimes even whole of the message. People around the two participants in oral communication may be talking or a dog may be barking nearby. Vehicles on the road may be making a noise. The television may be on or the phone may begin to ring. Any kind of noise around the participants can stand in the way of the successful reception of the message.

4. Distractions: There can be a whole lot of things that can take the listener's attention away from what is being said. Something falling on the ground, the entry of a person in the room or the beep of the smart phone can distract one from what is being conveyed and reduce the degree of success in communication. Even in written communication, if the receiver is unable to focus his mind on the message due to things which take his attention away from the message, it is not possible to get the message properly.

5. Weather conditions: Weather conditions like excessive heat or cold which make the receiver uncomfortable can also prevent him from paying complete attention to the message.

6. Overcrowding and Stuffiness: If the room is overcrowded and inadequately ventilated, it may even become hard to breathe properly, leave aside paying full attention to the message. Perfect communication is possible only when the conditions at the place are congenial to communication. Anything that makes the receiver feel ill at ease upsets him and makes him unfocused.

7. Physical State of the Listener: The physical condition of the receiver can also become a barrier to communication. If the receiver has been working hard and is fatigued or is running fever or feeling sleepy because he has not been able to have full sleep out the previous night, these physical conditions will not allow him to pay proper attention to the message being communicated.

8. Bad acoustics: Bad acoustics of the place can also impede proper listening. If the place is not echo proof and the voice of the speaker keeps resounding, the audience will not be able to hear properly.

9. Faulty Public Address System: Faulty P.A. system can distort the voice of the speaker or can result in unwanted noises which make it impossible for the listener to catch the speaker's words clearly.

10. Speech Faults: If the speaker does not speak clearly, mumbles, speaks in a very low voice or suffers from some kind of speech defect, the listener will be put at a disadvantage as he may not get some of his words correctly.

11. Illegible handwriting or Unclear Print: In written communication, it is not possible for the receiver to get the correct message if the handwriting is illegible or the print is too unclear to read.

Psychological Barriers

1. Hearing Emotional Noises: Some word used by the sender or an idea expressed by him may arouse some kind of strong emotion like anger, grief, excitement or disgust in the receiver. If the receiver allows himself to be overpowered by the emotion, his mind will lose focus and he will not be able to get the message properly.

2. Focusing on a Personal Agenda: If the listener keeps his mind focused on his own agenda like what question he is going to ask or how he is going to embarrass the speaker, he will be unable to get the message properly.

3. Criticising: If the listener pays more attention to finding faults with what the sender says and how he says it, he will not be able to pay due attention to his words and will not be able to get the message right.

4. Speech Rate V/S Thought Rate: We can think much faster than we can speak. As a result, the listener is able to process what the speaker says in a fraction of the time that the speaker takes to say it. That leaves him with some mental time. If he begins to devote that time to something other than listening, he will not be able to focus fully on what the speaker says and will miss much of the content of his speech or misunderstand what he says.

5. Lack of Interest: There are many things which can result in the listener not having interest in what the speaker or the author is telling him.

I. He may feel that the information being given is not of any use to him.

II. He may have the feeling that he knows much more than the speaker or the writer and he cannot tell him anything new.

III. He may have a poor opinion of the speaker or the writer and his knowledge.

IV. He may feel that he already knows everything that the speaker or the writer is going to give him.

V. He may feel that only a part of what the speaker or writer is going to tell him is of interest to him. So he may be selective in his listening.

Without complete interest in the communicator's matter, no one can pay perfect attention to what he says.

6. Emotional State of Mind: If the receiver is experiencing some strong emotion like ager, excitement etc., he will not be able to concentrate on the message. His state of mind will not allow him to do so.

7; Mental Distractions: The receiver may be mentally preoccupied with other things. He may be worried due to some problem in the family or his mind may be in some other important business. In that case, he will not pay proper attention to the message.

8. Filtering: The listener may have decided already to pay attention to only some parts of the message or he may pay attention only to those things that are of interest to him. Thus he will filter out much of the information that the communicator gives.

9. Perceptual Errors: Understanding is a personal matter and varies from person to person. So the receiver may downplay much that the sender thinks is important or give more emphasis to what may appear to be unimportant to the sender. Also the receiver's perception of what the sender says may be different from that of the sender. Consequently, the message that he gets is different from the one intended by the sender.

10. Not Investing Time: The receiver may not give due time to get all that the sender communicates. He may pay attention to a few things and then make his own assumptions or he may pay attention only to the main points and ignore the details. Such a thing can lead to misunderstanding.

11. Stereotyping and Generalising: The receiver may, after getting to know about the class of people to which the sender belongs, form a stereotypical image of him and assume that, since all the people of that class say a certain type of things, he too will say the same things. As a result, he may choose not to pay attention to him.

12. Overloading: If the message is overloaded with information, the receiver may find it difficult to internalise all that he says. A lecture packed with meaning may make more demands on him than he can cope with. The overabundance of meaning can totally overwhelm him and confuse him instead of enlightening him.

13. Status Consciousness: Status consciousness can also become a hindrance to communication. Because of it, a senior may not pay proper attention to a suggestion made by a junior thinking that he knows better than the junior. Similarly, a junior may become nervous when somebody much senior to him speaks to him and as a result, he may not be able to grasp all that he says.

Linguistic Barriers

Linguistic differences of different kinds can also become a barrier to listening.

1. Poor or no knowledge of the speaker's language - If the sender uses a language which the receiver does not know, he cannot understand the message at all. Even if his knowledge of the language is inadequate, he will not be able to understand much of what the sender says.

2. Differences of dialect - Differences of dialect between the sender and the receiver can also hamper communication. Different dialects sometimes have different words for the same concept. And sometimes the same word has one meaning in one dialect and a very different meaning in another. For example, in the Malwai dialect of Punjabi, the word 'buddhi' is used for an old woman but in the Majhi dialect, it can be used even for a young girl.

3. Pronunciation – There may be some differences of pronunciation between the sender and the receiver which may prevent the receiver from understanding the message properly. People belonging to the Majha area of Punjab generally eliminate the ‘h’ sound in certain positions of a word which makes it difficult for the people of Malwa to understand them.

4. Grammatical differences – Grammatical differences even in the same language as used by its speakers can also impede proper understanding. The use of the double negative by some people to convey a positive meaning can be confusing to others who do not use it.

5. Denotation and connotation – Words have two different kinds of meaning. One is the meaning given in the dictionary which is called the denotative meaning. There is also another type of meaning which, though related to the denotative meaning, is different from it. For example, the denotative meaning of the word ‘ass’ is a four legged animal of a certain species which is also known for its stupidity. Connotatively, it may be used for a man who is very stupid. The receiver may confuse the two meanings and thus get the wrong message.

6. Differences of Accent – People living in different areas sometimes speak the same language with different accents which results in misunderstanding or partial understanding.

Cultural Barriers

Language is the product of culture and the meaning of its structures is deeply grounded in the culture of the people who use it. The same linguistic structure can have different meanings for people with different cultural backgrounds because they interpret it in the context of their own culture unless they have knowledge of the relevant part of the culture to which the other fellow belongs. The word divorcee has a different meaning for an Indian and a man in the west. It does not carry the same stigma in the west as it does in India especially in the case of a woman. The second wife of a man has a different meaning in the west than it has in India. There, it implies that the man has either divorced his earlier wife or she has died. But in India, the first wife may still be alive and living with the same husband.

Organisational Barriers

The rules followed by an organisation regarding communication between people of different ranks and belonging to different departments can also become a barrier to communication.

I. Vertical communication alone -Some organisations do not allow horizontal or diagonal communication which stands in the way of free flow of communication. There are others which follow the open door policy which is conducive to communication.

II. Long chain of communication -Long chain of communication also becomes a barrier to communication. If a message has to pass through several hands before it reaches the intended receiver, it may get delayed or may be intentionally or unintentionally distorted. Since human beings are not perfect remembering machines, much of the information may drop out of the original message by the time it reaches its destination

III. Work overload – Some organisations may follow the practice of giving too much work to their employees. In such cases, the employee cannot pay proper attention to communication because of the overload of work. As a result, communication suffers.

IV. Lack of infrastructural facilities – Sometimes, in an organisation, there may not be sufficient staff to take the message from one person to another. Lack of the wi-fi facility or absence of the inter-com facility can obstruct the flow of information in an organisation and result in delays in communication. Slow speed of the internet server may also become a barrier to communication.

These and a lot more things can prevent the speaker's message from being accurately replicated in the mind of the receiver. The success of communication is directly proportionate to the extent to which one is able to overcome these barriers.

8. Horizons of Communication

Pitch

Pitch refers to the shrillness or heaviness of voice. The voice of a mail is generally heavy and that of a female is shrill. The reason is the difference in pitch. Men speak with a low pitch and women with a high pitch. High pitch makes the voice shrill and low pitch makes it heavy.

The pitch of our voice is determined the frequency of vibration of our vocal chords i.e. the number of times our vocal chords vibrate per minute. The higher the frequency, the higher the pitch. The lower the frequency, the lower the pitch. The higher the pitch, the shriller is the voice and the lower the pitch, the heavier the voice.

The pitch is also, to some extent, related to the volume. As the volume rises, the pitch also rises. That is why the voice of a male gets shriller when he speaks loudly in anger.

We do not always speak at a constant pitch. It keeps changing with the change of mood, the tone and the volume.

Volume

Volume refers to the loudness of voice. When we speak loudly, the volume is high and when we speak in a low voice, the volume is low.

In contrast with the pitch, volume of voice depends on the size of vibration of the vocal chords i.e. how much distance the vocal chords move to the right or left from the centre line when we speak. The larger the size of vibration, the louder the voice will be. The smaller the size, the lower will the volume be.

Like the tone and pitch, we also keep varying the volume of our voice. We continue to raise and lower the volume in accordance with the demands of the situation, the contents of the message and the mood of the moment. When we are angry or we want to emphasize the importance of the message, we generally speak loudly. When in a thoughtful or sad mood, we speak in a low voice.

As a result, part of the meaning lies in the volume of the speaker’s voice. Speaking at a constant volume all the time or not matching it to the requirements of the mood, purpose and the emotion being communicated can lead to misunderstandings. It is therefore important to match the volume with the message being communicated.

Rate or Pace

Rate is one of the paralinguistic features of speech like tone, pitch, volume, pauses, intonation etc. It refers to the pace, the speed of speaking. In other words, it refers to whether one speaks fast or slowly. It is measured by the number of words one speaks per minute. It is not language proper but it always accompanies the use of speech.

The rate of speech reflects the attitude and the emotion of the speaker. If you are happy, you speak at a fast pace. If you are surprised or shocked, you may speak even faster. But if you are sad or disappointed, you use a slower rate. Similarly, while giving instructions or explaining things to people, you may use a very slow pace.

The simple rule is that we should all the not speak at a uniform rate time. It not only fails to communicate the mood and the emotion but also makes our communication dull, monotonous and uninteresting. We should vary the rate or pace of speaking according to the requirement of the situation, the emotion we are expressing and the mood we and our listener is in. We can use a fast pace to convey excitement, and a slow pace when we are in a sad mood or are thinking and speaking at the same time and deciding what to say and what not to say.

Tone

Tone is one of the three important components of communication, whether oral or written, the other two being words and body language. In written communication, since the partner in communication is not able to see your body language, it becomes even more important. The content is important but equally important is the tone because it is the tone which reveals the true feelings underlying the communication. Even the soft choice of words cannot conceal effectively the bitterness of feeling lying underneath which is bound to show through, however hard we may try to camouflage them.

It is an expression of your values and way of thinking and therefore you have to be careful about it. The use of the wrong tone can hurt the feelings of the communicatee, lead to an argument, and result in the loss of a customer in business. The use of the right tone, on the other hand, wins the trust of the person you are communicating with, builds relations, and makes your business prosper by attracting new customers besides winning the loyalty of the existing ones.

We have to choose the tone based on the person, the occasion and the purpose and the situation and context of communication. In general, we ought to use a polite and respectful tone while communicating with people. Sometimes we may be required to be affectionate or angry as the case may be. On other occasions, we have to be authoritative or light or sombre depending on the person and the purpose. We can be quiet, angry, passionate, serious, non-serious as the occasion demands. With business people, we have to be authoritative and professional, with friends jovial and affectionate, with the young light-hearted and with the elderly respectful.

Your tone reflects your personality. You can project an endearing and likeable image of yourself or a repulsive one. In business, your tone builds your brand or demolishes it.

Your tone distinguishes you from the rest and invests you with a distinct personality. The use of the right tone lends charm to your personality and wins the trust and confidence of the people you come into contact with. So in business as well as in personal relations, it is imperative that you use a consistently positive tone in all your communications and make your tone appropriate to people, the situation, the occasion and the purpose.

A. Audio-visual Aids

No presenter gives a presentation without using audio-visual aids these days. And there is ample justification for doing so. The use of these aids, if used judiciously and imaginatively, enormously enhances the effectiveness of a presentation. Effective use of audio-visual aids can make an oral presentation a memorable event which is hard to forget. On the other hand, a presentation without them is dull and drab affair which soon passes out of the mind of the audience. Although their role is complementary to that of the contents of a presentation, they help us to internalise the contents more easily and more thoroughly than we would otherwise be able to do. They help us to assimilate what we hear without much effort just as water helps us to digest food. The following discussion will make the importance of the use of audio visual aids clear beyond any doubt.

1. Grabbing attention – A presenter may not be able to get the attention of the audience for the first few minutes if he/she does not use audio visual aids but with their help, he is able to grab their attention from the word go. The audience may, for the moment ignore what he says but it is impossible for them to ignore what he shows them.

2. Retaining attention – After catching the attention, the next problem of the presenter is to keep it throughout the presentation. Again, it is the audio visual aids that come to his help. Continuous use of audio visual aids keeps the audience focused all the time on the presentation.

3. More efficient transmission of the message – With the help of the audio visual aids, the message can be transmitted more efficiently and more effectively. Some in the audience may not be able to grasp the point when it is presented orally. But when the information is supplemented with the visual aids, even a complex message becomes clear to everybody. Visual aids clarify what does not become clear through words alone.

4. Reinforcement of the message – Audio visual aids reinforce the message given through words. Thus they increase the absorption of the message manifold. Message is hammered into the audience’s mind with such force that it is not only easy to grasp but also impossible to forget.

5. Power of persuasion – Audio visual aids increase the persuasive power of the presentation. A study conducted has revealed that the use of such aids increases the persuasive power of the presentation by 43 percent.

6. Help in retention - It is much easier to remember a message conveyed through visual images and for a longer time too. Statistics show that only 70 % percent of the people can remember the message given only verbally after three hours. But a very large number of them can remember it even after three days. 60 % of them can retain a visually enhanced message whereas only 10% can do so if it is transmitted only though words.

7. Help to visual learners – All people are not good auditory learners who are able to synthesise information presented through lectures and speeches. Some people are good at visual learning. They can better grasp the information provided through moving or still images.

8. Making it more interesting – Audio visual aids make the presentation more lively and interesting. A long speech becomes boring and flat but visuals provide a change and thus relieve the boredom. The audience is not only enlightened but also entertained. The change and variety they lend is welcome in addition to being helpful in internalising the information. Visuals stimulate their interest in the presentation and they listen with greater enthusiasm.

9. Boosting the presenter’s confidence – Audio visual aids reduce the pressure on the presenter and boost his confidence. They are an aid to his memory. All he is worried about is how to explain the visuals. The tension caused by the anxiety of remembering things is reduced and he can breathe easy.

10. Improving the presenter’s image – Audio visual aids, if prepared carefully and used effectively, improve the image of the presenter in the eyes of the audience. Their respect for the speaker is greatly increased if they feel that he has made an appropriate use of the visuals and it has enabled them to understand his message more clearly.

11.Making the presentation more organised – Visuals help the presenter in organising his presentation in a better way. He has to arrange the visuals in the order in which he is going to show them. Thus the information in the presentation becomes more systematically organised instead of being haphazard or chaotic.

We can conclude by saying that a presentation which makes a discreet use of visual images is immensely more effective than one that is purely oral.

Tuesday, March 12, 2019