Chapter two communication for beginners

                                             

                                             

                                             

Topic-2   Types of Communication

2.1   Meaning.

2.2  Classification of communication:

2.2.1  According to organizational structure.

2.2.2  According to way of expression.

2.2.3  According to flow of direction.

2.3  Non-verbal communication:

2.3.1        Characteristics of non-verbal communication.

2.3.2        Importance of non-verbal communication. 

2.3.3        Medias of non-verbal communication. 

2.3.4        Functions of non-verbal communication. 

2.3.5        Advantages of non-verbal communication.  

2.3.6        Disadvantages of non-verbal communication.   

2.1              Meaning:

There are different ways of passing ideas and information to another person in communication process. The flow of information may be vertically, horizontally and downward or reciprocally. The flow of message may be by words, letters, symbols or pictures for exchange of ideas, facts or opinions etc. there may be formal or informal channel of communication. These channels of communication may be different according to the media and means and broadly categorized as below:

2.2              Classification of communication:

Figure 2.1: Classification of Communication.

2.2.1        According to organizational structure:

            According to organizational structure communication is classified in following two:

1.   Formal Communication: when information is transmitted by virtue of one’s status & placement in the organization. It is known as formal communication. It may be either oral or written or combination of both. Mostly they are in black and white. They are related to the positions in the organization and are linked to all sorts of formalities, rules & procedures. It is a two way communication. If formal communication is in written, they are generally expressed in organizational manual, handbooks, bulletins and annual reports, handouts etc. the object of formal communication is to make it circulate properly and in an orderly way towards organizational efficiency. It is opposed to informal or grapevine communication.

2.   Informal Communication:   It is also called as Grapevine. This type of communication takes place between person of informal relationship & grows up from personal or group interest. It may be conveyed by a simple glance, nod, smile, gesture and even by mere silence. In this group. There is no formal organizational hierarchy of superior or subordinate and no place for formal formalities like rules, regulations etc. so there is no authority and control. In other words it denotes an informal means of circulating information or gossips. Management can also utilize these channels for effective & speedy communication in certain cases. Sometimes it is used as a substitute for formal communication. Basically, it arises out of personal friendship, relationship, common studies and other social factors.   

2.2.2        According to way of expression:

According to the way of expression, communication is classified in following two:

1. Oral communication: Oral communication is also known as verbal communication. It is the interchange of verbal message between sender and receiver. It is through oral or words of mouth. There is no black & white in oral communication. It has correct & complete interaction with speed. It is a process of face to face conversation, in which mechanical devices can also be used like telephone & Dictaphone. The media’s of oral communication are records, meetings, conferences, interviews, public address and grapevine etc. effective oral communication requires certain principles such as clarity, brevity. Precision, conviction, good vocabulary, complete, clear & correct message.

Advantages or merits of verbal/oral/face to face communication:

1. Time saving: in oral communication message can be sent to the receiver in less time. It also reduces time communicators and avoids duplications & errors. So it helps to save considerable amount of time.

2. Cost saving:  there can be nothing better and economical than passing verbal order. There is no need in writing anything & no work is needed to put in black & white. It does not need to have qualified & technical personnel’s like typist or stenographers. So this ultimately results in saving of cot.

3. Effective media:  oral communication is comparatively more effective than other means of communication. It is always face to face or sometimes through mechanical devices, which helps to understood the action, reaction & attitude of the person by observing facial expression.

4.      Easy understanding:  In face to face communication, there are no chances of misunderstanding or inability to understand the message. The doubt & questions arises in the mind of receiver may be immediately resolved. So the correct idea & meaning of the speaker can be easily understood to listeners. It helps to pass correct ideas and meaning and route out all kind of confusions.  

5.      Decentralization:  oral communication ensures decentralization in communication, because everyone can speak to others in a language known to the listeners or communicatee. Also there is no secrecy on & behind the screen, which is resulted decentralization in organization.

6.      Effective co-ordination:  In oral communication, there is close personal touch & contact with receiver of the message. This is resulted in effective coordination & better promoted relationship in an organization. So the importance of coordination through communication cannot be overemphasized. 

7.      Proper control & supervision:  oral communication ensures proper control over implementation. Supervising the effects of communication can be achieved effectively & efficiently.

8.      Follow up: The success of effective communication is that the later must be dealt with & responded in time. Therefore, the speaker should see that the message received is accepted. If rejected, follow up action is quite possible without loss of time in oral communication.

Disadvantages or limitations of oral communication:

1.      No secrecy:  In oral communication there are chances of secret matter being leaked out. The communicator of the message always speaking to another person openly, which make possible to other person to being heard such matter which may be harmful for organization, if disclosed.

2.      Noise:  In oral communication, there may always be disturbance occurred by the persons who are not part of the communication, or if the communication is informal it also disturbs to the work of the other person doing important business for organization.   

3.      No evidence: in oral communication, there is any work done in black & white. So, there is no record kept for future reference. Lack of understanding, poor memory, absent mind& forgetful nature of human being create lots of problems, because listeners cannot provide documentary proof or evidence of what speaker has been said. 

4.      Language problem: there are personnel working in an organization may be diverse educational, literacy & language background. So, the personnel with different language background may not able to derive the benefits of oral communication. If speaker is not aware with the common language like English or Hindi.

5.      Absence of both the parties:  the essential requirement of non-mechanical oral communication is the timely presence of both; speaker & listener. If any or both the parties absent at the time of communication, the effective communication is not possible.  So, oral communication presupposes the presence of speaker & listener at the time of communication.  

6.      Lack of interest: in oral communication, recipient of the message should be present in communication physically as well as mentally. If any one party is not interested in communication, communications will not success.  

7.      Costly:  introduction of mechanical devices for oral communication involves lot of capital investment & recurring expenditure. so effective communication in today’s dynamic business world becomes more costly. Common man and small business organizations cannot afford such high cost of well equipped communication system.

2.   Written or Black & white communication:  written communication is the primary and important category of communication. It is always in black & white. The process of written communication involves sending message by written words, conveying information. The words get in touch with others & exchange facts, ideas, opinions etc. it has mostly been used as a medium to pass information & ideas upwards, downwards & horizontally within and outside the organization. It is always in writing such as rules, orders, manuals, policy matters, resolutions, minutes, annual reports, payroll, newspapers & handbooks etc.

Advantages or merits of written communication:

 Written communication enjoys certain advantages over oral communication. Some of these useful merits may be outlined below:

1.      Records of evidence:  written message can be preserved as a record for future as a reference source. Records of reports, circulars, manuals, secret order, service conditions & other written record can be filed for future reference and produced as legal evidence as & when required.

2.      Suitable media:  written communication can play important role for effective transmission of lengthy message. Bulky message cannot be transmitted fully & clearly by oral means of communication. But written message/media can avoid use of improper words, forgetfulness, and lack of memory & problems of missing points.    

3.      Secrecy: the written media are also useful for dissemination of certain information, which cannot be transmitted through oral media. There is every possibility that word of mouth is heard by others. So, written message can maintain secrecy in communication.

4.      No place for rumors or gossips:  written communication in an organization has always been official sanction & there is no place for inaccurate & partial information. So, there is no place for rumors or gossips.  

5.      No distortion:  in oral communication, there are lots of chances to distortion of information without any official sanction.  Written communication does not suffer from these dangers. 

6.      Useful for long distance communication:  when the sender & recipient of the message are located geographically in far-off places, written communication is one of the best formal methods, which is suitable for long distance. 

7.      Time saving:  in real world situations, oral communication does not always save time. Written communication not only saves time but also cost. In conference or meeting, oral communication take more time in conversation, but in written communication copies of written messages can be placed on the desk of the recipients.    

Disadvantages or limitations of written communication:

1.      Time consuming & cost making:  in written communication everything is in black & white, which likely to be consume more time & money to reach to the receivers. Oral communication may be short & quick, but written communication may be lengthy & long.

2.      Confusing:  Sometimes written communication may leads to confusion & misunderstanding, because everyone may not have the same understanding capacity. 

3.      Lack of personal touch: written communication is comparatively less effective because there is no instinct of personal contact. There is no scope for exchange of feelings freely & reactions cannot be understood immediately.

4.      No feedback:  feedback is one of the important essential of good communication. In respect of matter related to objectives & policies of organization, there is no scope for feedback. So it fails to prove principle of two way process of communication.

5.      Ignorance of subordinates:  it does not give a feeling of belongingness & a sense of personal importance to subordinates. So it does not help in morale building & motivation.

6.      Not flexible:  written message tend to be very formal & lack of personal touch. Moreover, message once transmitted, cannot be withdrawn later.

Following is the list of written Medias:

1.Booklet 2.Bulletins 3.Broachers 4.Circulars 5.Catalogues 6.Complaints & suggestions 7. Explanations 8.forms

09.House  journals 10.Handbooks 11.Handouts 12.Hand files 13.Instructions 14.Letters 15.Leaflets 16.Manual

17.Memoranda 18.Newspapers 19.Office orders 20.Office notes 21.Pamphlets 22.Posters 23.Magazines 24.Union publications

Distinction between oral communication & written communication:

Point	Oral communication	Written communication
Nature	It is a informal communication	It is a formal communication
Time consuming	It is comparably fast and there is wastage of time.	It is time consuming and slow.
Secrecy	No secrecy is maintained in oral communication. It is always open to all.	It is always directed to right person only, so it maintains secrecy.
Evidence	There is no evidence of oral communication.	It is always in black & white and produced as a proof in matter of dispute, if required.
Accuracy	There is less accuracy in oral communication.	Written communication is more accurate than oral one.
Use	It reaches to semi literate & illiterate people also, so it is more effective than written communication.	Written communication always reaches to literate people, so it is of limited use.
Rumors or gossips	It is a grapevine communication. So there is always place for gossips & rumors.	It is always officially sanctioned, so there is no place for rumors & gossips.
Use of symbols	There is no need of use symbols.	It is always depends on some kind symbols in addition to written data.
Feedback	It is characterized by quick feedback. e.g. telephonic or face to face conversation.	Feedback is slow in written communication. e. g. reply to mail or letters takes time.
Misunder-standing	Sometimes, it may misunderstand.	There is less chance of misunderstand.

2.2.3        According to flow of direction:

 According to the flow of direction communication can be classified in following three categories:

                                                  i.      Downward communication:  the communication is said to be downward, when it flows from top to the bottom. It means flow of communication from superior to subordinate. When information comes from higher level management to lower level management of organization, the structure is treated as downward communication. It may be either circulated by oral media or written media.

In downward communication, management transmits information, objectives, policies of the organization to the middle level & lower level. The executives put their decisions in the channel for their downward movement at the appropriate time. But it is not mean for acceptance or ratification from lower level but for to follows the same for fulfillment of objectives of organization.   Following figures focused on downward communication:

Figure 2.2: Downward communication

    

Advantages of downward communication:

1.      It helps in informing the objectives to be achieved and policies to be framed.

2.      It helps to build evidence.

3.      It facilitates improving quality of response.

4.      It facilitates the subject to read, reread and file it for future reference.

5.      Everybody in the organization keep informed about the matter.

6.      Both verbal & written media can be used.

Disadvantages of downward communication:

1.      It is time consuming process to circulate information downward.

2.      It provides no scope for feedback due to one way communication.   

3.      It overlooks superiors sometimes by sending information direct to the subordinates to avoid delay, which is resulted in communication gap. 

4.      This system will not consider viewpoint from the bottom before decision information is circulated.

                                       

                                                ii.      Upward communication:  it is totally opposite to downward communication. Whenever information moves from a lower level to upper level, it is termed as upward communication. It moves from bottom to top in any business organization. It may be transmitted either by oral media or in written. Most of the time upward communication is suggestive and advisory. It s adopted to submit reports, suggestion, complaints and grievances. It is a definite chain of formal communication but less favored by top management due to its suggestive nature. At the same time it is considered as a main source of motivation to employees to get things done easily in large organization.  

          

                   

Figure 2.3: Upward communication

           Advantages of upward communication:

1.      It meet requirement of two way communication.

2.      Management can enjoy quality and good suggestions of their subordinates.

3.      Feedback on information is possible.

4.      It acts as a check for individual achievements.

Disadvantages of upward communication:

1.      If line organization is there, upward communication is useless. Because superiors are not willing to adopt suggestions of their subordinates.

2.      If subordinates are not that much capable to give proper suggestions and superior accept the same, and then it may be harmful to organization.

3.      If the subordinates are reluctant in participative decision making policy of organization, upward communication becomes valueless. 

                                              iii.      Horizontal communication: it is also known as lateral communication or crosswise communication or sideways communication. It is said to be horizontal when it takes place between two subordinates of the same superior. It is mainly informal in nature & reflected in meetings, conferences & seminars etc. e.g. there are many functional executives under a general manager, communicates between each other formally or informally. According to Henri Fayol, “In a tall network, there is a bridge, which gives an opportunity to the equal ranks to communicate directly without resorting vertical and up or down the organization.” Horizontal communication may be either by oral media or written media.

Functions of Lateral or Horizontal communication:

1.      Departmental coordination is possible by meeting between heads & departments.

2.      It makes possible solving problems of executives without intervention of superior.

3.      Intra-departmental & inter-departmental disputes can be settled.

4.      It may serve as substitute to upward & downward communications.

5.      It gives emotional & social support among organization.

2.3              Non-verbal communication:

 The word “non-verbal” means not involving words or speech. Thus non-verbal communication is the wordless message through the medium of gestures, signs, facial expressions, tone of voice, color, time, space, style of writing & bodily movements. It is often referred as body language.

In face to face interaction non-verbal communication is often just as important as verbal communication. Even animals & birds communicate their deepest feeling of love, anger, joy, hunger, desire through gesture, cries, whistling, cooing and other body movements and other body signals known to each other. We alone as a human being evolved the language of words to convey our feelings, thought. Instead of this, we can convey our feelings & emotions of joy, love & anger by smiling, patting and shouting or using other wordless cues. These non-verbal expressions of feeling always come spontaneously.

Some non-verbal message usually accompanies the verbal message. The verbal & non-verbal means together form the total meaning of the message to be communicated.

   

2.3.1        Characteristics of non-verbal communication:

Following are the characteristics of non-verbal communication-

1.      It co-exists with non-verbal communication.

2.      All body movements except instrumental movement are meaningful & communicative.

3.      It reveals state of mind, the inner feeling & emotions, which may real or just affected.

4.      Some communicator intentionally uses non-verbal signs to create intended impact on the listeners/audiences.

5.      Interpretations of non-verbal clues differ from person to person.

2.3.2        Importance of non-verbal communication:

 The importance of non-verbal medium of communication cannot be over emphasized. It is necessary that every listener should get himself acquainted with skills of non-verbal communication to observe and understand effectively. According to communication research, listeners receive the message 93% of the total by non-verbal means and only 7% from message carried by words.

According to the principle “Action speaks louder than words”, silences, gestures, shake hands, shrug of shoulders are the forms of non-verbal communication & they are often used to communicate with others.

  

2.3.3        Medias or forms or classification of non-verbal communication:

 As discussed, above characteristics & importance of non-verbal communication; following modes are to be considered as forms of non-verbal communication.

1.      Paralanguage: non-verbal things appear in the verbal communication is called paralanguage. There are some vocal cues indicates, personality characteristics & emotional status, tone of voice, pitch, rhythm, volume, pause or brake in sentence, loudness or softness, speed of delivery etc. are known as paralanguages.

Para languages can be divided into following four parts:

a.       Voice qualities:  it includes factors like pitch, rhythm, rate, volume & resonance etc.

b.      Voice segregation: it includes the silent sound such as ‘ahs’ and ‘errs and pauses. It means speaker is very careful and circumstances.

c.       Vocal characteristics:  it includes embracing laughter, coughing, throat clearing etc.

d.      Vocal clarifiers:  referring to variations in pitch & volume.

2.      Meta communication: The term Meta communication was coined by Gregory Bateson. It refers to ‘communication about communication’, and is descriptive of the underlying components of communication that are also transmitted with the verbal components. It is an implied meaning conveyed by the choice of words, tone of voice, fumbling, silence, or omission. It is a message communicated not through words but along with words. E.g. the remark, “try to reach at railway station, well on time”, offers remark sound advice. But the sentence includes, “well on time” implies that the concerned is not punctual or gets habitually late.   

3.      Kinesics communication:  kinesics communication is also known as body language. It includes entire non-verbal behavior of the communicator. It transmits the unstated feeling, attitude & hidden intentions of the speaker. It helps to understand the total meaning of the message. It influences our perception & understanding of the verbal message. It includes gestures, postures, winking smile, grooming, style of dressing etc.

4.      Leakage:  A non-verbal message conveyed through bodily movements is known as ‘leakage’. A successful receiver is able to observe & interpret ‘leakage’.

5.      Sign language: use of marks & symbols to mean something is termed as sign language. Gesture used in the place of words & numbers is sign language. Language of mute & deaf people and fingers of hitch-hiker are the examples of sign language.  

6.      Emblems:  When the movement of body parts represents ideas as icons or images, the act of communication is said to emblematic. It is also called as Action language, because it pictures the meaning non-verbally through physical image. E.g.  a circle made with thumb & index figure. But the meaning of emblem is based on culture so, meaning of same action may be different according to culture of sender 7 receiver of non-verbal communication.  

7.      Illustrators:  Illustrators are movements of hands & arms for representing size, shape, frequency or speed of something. Mostly speaker uses illustrators when they are enthusiastic or fully involved in the subject being discussed. 

8.      Articrafts:  it is also known as objective language. It is a medium of non-verbal communication indicates display & arrangement of material things like interior decorations, room furniture, cloths, ornaments & arrangement of books etc. it helps to communicate about communicators feeling, emotions, attitudes & opinions etc. 

9.      Facial expressions:  face is the most expressive part of our body. It reflects out thought & feeling, smile, shame, redden, frown, paleness, reveals our positive & negative feelings, which are called emotional facial expressions. While happiness, sadness, anger, disgust, surprise are the most fundamental emotions.  

10.  Time: time is also conveys the message even it is said that time speaks. It is a mode of interpersonal communication. It is precise and valuable also. Punctuality or delay speaks pleasant or unpleasant attitudes.

11.  Proximics:  the difference that the people keep themselves between the speaker & listeners is termed as Proximics. The space between persons shows relations while communicating. It is a dimension of interpersonal communication. It is a invisible factor.

Edward T. Hall has identified following three component of interpersonal distance:

a.                                                        Intimate: 1) The intimate distance ranges very close i.e. 3 inches to 6 inches if matter is secret.

                        2)  The intimate distance ranges to close i.e. 8 inches to   12 inches if matter is confidential.

      3)  The intimate distance ranges to near i.e. 12 inches to 20 inches for speaking in soft voice.   

b.      Social: the social difference ranges from 20 inches to 5 feet.

c.       Public: the public distance is from 6 feet to above 100 feet.

                                   

2.3.4        Functions of non-verbal communication:

 The non-verbal cues have certain functions to be performed, which are as follows:

Figure 2.4: Functions of non-verbal communication.

1.      Repeating:  it is an important function of non-verbal communication. It implies to something again which has already been said to someone. So it is helpful to reinstate the non-verbal message. 

2.      Contradiction:  it indicates to disagree with or to ague or to say opposite of, when the statement or idea contains contradiction.

3.      Substituting:  it implies that a thing or person in or to take place someone or something. In other words, they serve as substitute for spoken words or message. e.g. peace sign, victory sign, a stooped position obscene, depression etc. are serve as substitute for verbal or spoken message.

4.      Complementing: it implies that, non-verbal cues help to complete the verbal message. it invariably complement or elaborate upon verbal message e.g. when something is said in anger by someone, the feelings of same is shown not only in the spoken message, but also in the clenched fists, flashing eyes and strained voice etc.  

5.      Accenting:  accenting in non-verbal cues gives various meanings. Accenting gives extra force or stress shown to one part word or certain words in a sentence, while speaking. So, accenting in non-verbal cues can emphasize the meaning of spoken or verbal message.

6.      Regulating: it implies that, non-verbal cues are act as regulator to control the flow of communication. Some non-verbal cues control by means of a system or adjust to obtain the desired result e.g. vocal inflection or change in eye behavior can indicate the other that you have finished your message or you want to interrupt the message.

2.3.5        Advantages of non-verbal communication:

1.      Complementary to verbal communication:  non-verbal communication always complements to verbal communication. No message can be completely sent across without using gestures & facial expressions, in face to face communication.  

2.      Visibility:  non-verbal is the most easily aspects of communication. The body language of communicator helps receiver to decode message easily. 

3.      Helpful to improve overall atmosphere:  non-verbal means like body language plays an important role in communication. A positive & negative gesture decides your qualities & personality. So, people in the organization always take cares about their body language; which is resulted to improve overall atmosphere & looks of the organization.

4.      Helpful to add intensity to communication:  non-verbal cues like body language helps to add intensity to the communication process. Without any gesture, change of posture, proper eye contact and face to face communication will look blind or insipid.  

2.3.6        Disadvantages of non-verbal communication:  

1.      Misinterpretation: while using non-verbal cues like body language, if communicator is not aware about or careless about cultural background of people participated in communication process. There may be chances of misinterpretation. 

2.      Ineffective: use of non-verbal cues may be ineffective when the communicator addresses to large number of people. It is only useful in face to face communication. It means non verbal cues are effective only for just two or small number of participants.

3.      Unreliable:  non-verbal communication relying on gestures, postures, facial expressions etc. but it cannot be wholly relied on. Written or spoken words can be taken seriously, but body language cannot!