What is Communication?

The English word ‘communication’ is derived from the Latin communis,

which means common sense. The word communication means sharing the
same ideas. In other words, the transmission and interaction of facts, ideas,
opinions, feelings or attitudes. Communication is the essence of
management. The basic function of management (planning, planning,
staffing, supervision and management) cannot be done effectively without
effective communication.

Communication is a two-way process which involves transferring of

information or messages from one person or group to another. This
process goes on and includes a minimum of one sender and receiver to
pass on the messages. These messages can either be any ideas,
imagination, emotions, or thoughts.

Communication is a Latin word which means “to share”. There are different
modes of communication available today. These include emails, chats,
WhatsApp, skype (conference calls), etc. Effective communication makes
people’s work easier and smooth.

Communication Process
Communication is an ongoing process that mainly involves three
components namely. sender, message, and recipient. The components
involved in the communication process are described below in detail:

1. Sender:
The sender or contact generates the message and transmits it to the
recipient. He is the source and the first contact

2. Message:
It is an idea, knowledge, opinion, truth, feeling, etc. produced by the
sender and intended for reference.

3. Encoding:
The message produced by the sender is encrypted in a symbolic way
such as words, pictures, touches, etc. before transfer.

4. The media:
 This is how the coded message is conveyed. The message can be
conveyed orally or in writing.

5. Recording:
It is a process of modifying the signals sent by the sender. After
recording the message is received by the recipient.

6. Recipient:
You are the last person in the chain and the message you sent was
sent. If the recipient receives the message and understands it
correctly and acts on the message, only then the purpose of the
communication is achieved.

7. Answer:
Once the recipient confirms to the sender that you received the
message and understood it, the communication process is complete.

8. Noise:
Refers to any restrictions caused by the sender, message or recipient
during the communication process. For example, incorrect telephone
connection, incorrect coding, incorrect recording, careless recipient,
incorrect understanding of message due to discrimination or
inappropriate touch, etc.

Types of Communication
Verbal Communication and Non-Communication

• Verbal communication:
Communication occurs through verbal, verbal or written
communication that conveys or conveys a message to others is called
oral communication. Verbal communication is the use of language to
convey information verbally or in sign language.Verbal
communication is important because it works well. It can be helpful
to support verbal Non-verbal communication Any non-verbal
communication, spoken words, conversation and written language is
called.

• Non-verbal communication:
It occurs with signs, symbols, colors, touches, body or facial features.
Insignificant communication is using body language, body language
 and facial expressions to convey information to others. It can be used
both intentionally and deliberately. For example, you may have a
smile on your face when you hear an idea or a piece of interesting or
exciting information. Open communication is helpful when you are
trying to understand the thoughts and feelings of others.

Mode Of Communication
• Formal Communication:
Formal Communication refers to communication that takes place
through legal channels in an organization. That kind of
communication takes place between managers or employees of the
same class or between high and low and vice versa. It may be oral or
written but a complete record of that communication is kept in the
organization.

• Informal Communication:
Informal communication is defined as any communication that
occurs outside of the official channels of communication. Informal
communication is often referred to as the ‘vine’ as it spreads
throughout the organization and on all sides regardless of the level
of authority.

Few Communication Barriers

One sometimes wants to connect with one thing, but he is actually saying
something else that he did not intend. This type of event in communication
behaviour is known as the “Arc of Distortion”. The distortion may be the
result of some error in any of the communication channels. These barriers
to communication are also known as “barriers”.
Some of the barriers to communication:

• Lack of proper style, feedback.

• Content is not related to customer requirements.

• Failure to maintain dual communication.

• Bad weather.

• Lack of horizontal flow of ideas.

• Availability of technical coordinators.

 • Semantic Problems.

• Lack of leadership.

• Lack of enthusiasm.

• Lack of support from heads of institutions.

Importance of Communication
1. Communication Foundation:
The manager explains to the employees the goals of the organization,
the methods of their success and the interpersonal relationships
between them. This provides communication between the various
staff and departments. Therefore, communication serves as the basis
for collaboration in the organization.

2. Functional:
The manager coordinates the individual and physical aspects of the
organization in order to run it efficiently and effectively. This
integration is not possible without proper communication.

3. The Basis for Making Decisions:

Good communication provides information to the manager that
helps them make decisions. No decisions could have been made
without knowledge. Thus, communication is the basis for making the
right decisions.

4. Improves Management Ability:

The manager transfers targets and issues instructions and assigns
tasks to subordinates. All of these factors are involved.

Importance of Communication
Communication plays a vital part in building up a strong relationship across
the world, either in organisational structure or outside of it. It is an essential
pillar for people in sharing the ideas, delegating responsibilities,
management of a team, building up a healthy relationship, etc. Effective
communication is necessary for managers in the organisation for planning,
organising, leading and controlling. Managers of the organisation are
dedicated enough in communicating throughout the day in various tasks
performances. They spent the whole time communicating face-to-face or
over the phone to their colleagues, subordinates and the clients. Managers
also use written communication in the form of Emails, memos, daily reports
and so on. Effective communication is a successful building block of the
organisational structure.

Here The Importance of Communication Can Be Briefed As Follows

• Good communication encourages motivational skills.

• It is a mode of information in the decision-making process.

• Communication emphasises socialising within or outside the

organisational structure.

• It helps in controlling the process. Employees have to follow the

organisation rule, code of conduct and other company policies.

Types of Communication
There are four types of communication. It is categorised into verbal, non-
verbal, written and visual.

Verbal
Verbal communication is one of the modes where people communicate or
transfer information through words. It is one of the common and usual
types and frequently used during one on one presentations, video calls or
conferences, meetings, phone calls etc.

There Are Certain Measures Which Enhance This More Effectively

• Firm and Confident Voice:
Firm and confident communication reflects the personality of the
person. It gives more certainty of completing any task. So always be
confident so that your ideas are more precise and specific.

• Active listening:
A good listener always tends to listen to everyone’s perspective or
viewpoints. Active listening helps in identifying each one’s problem or
thoughts in a more clear way.

• Ignore Filler Words:

 While giving a presentation, avoid using filler words such as yeah, like,
so, etc. It might be distracting to your audiences. Try not to use them
in official conferences or meetings.

Non-Verbal
Non-verbal communication is the use of body language. It includes body
gestures, facial expression, and shaking hands, etc.. For example: How you
sit during an interview automatically reflects your body language. If they are
indicating closed body language like closed arms, bent shoulders, shaking
legs, etc., they might be nervous, low in confidence, surrounded with
anxiety, etc. Non-verbal communication is the most powerful
communication to understand others’ thoughts and emotions.

Here are Certain Categories Where Non-Verbal Communication are

Briefed Up
• Positive Body Language: Always carry a positive body language where
you can carry your confidence for performing any task. This type of
communication gives support to your verbal talks and makes you
more open to any kind of jobs.

• Imitate non-verbal communication you find useful: Some facial

expression or body language can be found helpful in an interview. If
an interviewer has positively nodded his head, it gives a clear positive
sign in a closed way, i.e. non-verbal communication.

Written
It is the form of communication that involves writing, typing and printing
symbols, letters, etc. It is used in Emails, chats, etc. which are the common
techniques of using it in the workplace. Whereas it also furnishes a record
of all docs in one place and keeps a systematic account of it.

Here Are Certain Categories Where Written Communication is Briefed

Up
• Aim for Simplicity:
Any type of written communications should be in a simple format and
clear. It helps audiences to understand and provides more
transparency on information which you're providing.
 • Reviewing:
Whenever you're writing, always review your emails, letters or memos
before sending it. Reviewing helps to find the mistakes or
opportunities to present something distinct.

• Be Careful of Written Tone:

Since this is not a mode of verbal or non-verbal communication,
always be cautious and have a polite tone while writing.

• Keep the Written Files if You Find it Useful:

If you received the memo or email which you’re finding helpful or
interesting, you could save that template for further references to use
it in future writing for improving your written communication.

Visual
Visualizing is a form of communication where one can use photographs,
drawing charts and graphs to convey information through it. It helps in
furnishing the right information through graphics and visuals during office
presentation (along with verbal and written).

Here are Certain Steps Which Help in Visual Communication Skills

• Taking Advice Before Going with Visuals:
Visual communication includes presentation or emails. Always ask for
other’s advice if any mistake can be rectified.

• Targeting Audience:
Always put those visuals in presentation or emails that can be
understood by everyone quickly. If you are giving a presentation on
any data or chart which is not familiar to the audience, you need to
explain it clearly. There shouldn’t be any usage of offensive visuals.

Barriers in Communication
There are certain barriers which create hindrance in building up
communication over the time period.

• Personal Barriers:
Communication takes place between receiver and sender. It’s a two-
way process which should be clear. In case message formation went
 wrong, it gives a wrong and unclear message to the recipient. The
receiver might get the wrong perspective while receiving a message.
Therefore the message should be written effortlessly.

• Systematic Barrier:
If any machine or electronic errors occur by any means or in any
unforeseen situation, it may affect the importance of communication.

Flow of Communication

An organisation follows the five flow of communications:

• Downward Flow:
In this, communication flows from the higher level to lower level, i.e.
communication carried out by the head of the organisation to the
subordinates like providing feedback, giving job instructions etc.

• Upward Flow:
Communication which flows to the higher level of the organisation is
upward communication. Subordinates use upward flow to transfer
their grievances and performances to their seniors.

• Lateral/Horizontal Communication:
It takes place where communication happens between the same level
of the hierarchy that is communication between colleagues,
managers or between any horizontally equivalent members of the
organisation. It benefits employees to perform coordination among
the tasks, time-saving, solving problems of employees of other
departments or conflicts within the department.

• Diagonal Communication:
Communication which takes place between the manager and
employee of other work departments is known as diagonal
communication.

• External Communication:
Communication which takes place between the manager and
external group likes vendors, suppliers, banks, financial institutions
and many more. For example, the Managing Director would be
meeting with the bank manager to get the bank loan or some other
financial work.
Directions of Communication
LEARNING OUTCOMES

• Analyze direction of communication within an organization

Now we understand what communication is, and a message is encoded by a sender,

decoded by a receiver, all while navigating noise and providing feedback.
Organizations communicate to ensure employees have the necessary information to
do their jobs, feel engaged, and be productive.

Communication travels within an organization in three different directions, and often

the channels of communication are prescribed by the direction in which the
communication is flowing. Let’s take a look at the three different directions and types
of communication channels used.

Vertical Communication

Figure 1. Downward and upward communication

Vertical communication can be broken down into two categories: downward

communication and upward communication.
Downward Communication

Downward communication is from the higher-ups of the organization to employees

lower in the organizational hierarchy, in a downward direction. It might be a message
from the CEO and CFO to all of their subordinates, their subordinates, and so on. It
might be a sticky note on your desk from your manager. Anything that travels from a
higher-ranking member or group of the organization to a lower-ranking individual is
considered downward organizational communication.

Downward communication might be used to communicate new organizational

strategy, highlight tasks that need to be completed, or they could even be a team
meeting run by the manager of that team. Appropriate channels for these kinds of
communication are verbal exchanges, minutes and agendas of meetings, memos,
emails, and even Intranet news stories.

Upward Communication

Upward communication flows upward from one group to another that is on a higher
level on the organizational hierarchy. Often, this type of communication provides
feedback to organizational leaders about current problems, or even progress on
goals.

It’s probably not surprising that “verbal exchanges” are less likely to be found as a
common channel for this kind of communication. It’s certainly fairly common between
managers and their direct subordinates, but less common between a line worker and
the CEO. However, communication is facilitated between the front lines and senior
leadership all the time. Channels for upward communication include not only a town
hall forum where employees could air grievances, but also reports of financial
information, project reports, and more. This kind of communication keeps managers
informed about company progress and how employees feel, and it often provides
managers with ideas for improvement.

Horizontal Communication

When communication takes place between people at the same level of the
organization, like between two departments or between two peers, it’s called
horizontal (or lateral) communication. Communication taking place between an
organization and its vendors, suppliers, and clients can also be considered horizontal
communication.
Figure 2. Horizontal communication

Even though vertical communication is very effective, horizontal communication is

still needed and encouraged, because it saves time and can be more effective—
imagine if you had to talk to your supervisor every time you wanted to check-in with a
coworker! Additionally, horizontal communication takes place even as vertical
information is imparted: a directive from the senior team permeates through the
organization, both by managers explaining the information to their subordinates and
by all of those people discussing and sharing the information horizontally with their
peers.

Not all organizations are set up to facilitate good horizontal communication, though.
An organization with a rigid, bureaucratic structure—like a government
organization—communicates everything based on chain of command, and often
horizontal communication is discouraged. Peer sharing is limited. Conversely, an
organic organization—which features a loose structure and decentralized decision
making—would leverage and encourage horizontal communication.

Horizontal communication sounds like a very desirable feature in an organization

and, used correctly, it is. Departments and people need to talk between themselves,
cutting out the “middle men” of upper management in order to get things done
effectively. Unfortunately, horizontal communication can also undermine the
effectiveness of downward communication, particularly when employees go around
or above their superiors to get things done, or if managers find out after the fact that
actions have been taken or decisions have been made without their knowledge.

What are the different methods of

communication?
There are different methods of communication, and these
include:
• Verbal communication.

• Non-verbal communication.

• Written communication.
 • Listening.
• Visual communication.

The way in which you communicate depends on who you are

communicating with, and the purpose of this communication.
Different communication methods are suited to different situations
and you can decide which is most appropriate for conveying your
message and communicating most effectively.
How are different methods of communication
used?
There are several different ways individuals communicate with
each other.

The main types of communication people use on a daily basis

are:
• Verbal.

• Non-verbal.

• Written.

• Visual.

Each one can be important in different ways and they are often
used together. For example, non-verbal communication is used
alongside verbal communication with the use of facial expressions,
body language, hand gestures and head nodding.

Verbal communication can be used in a variety of ways. This

includes communicating on a one-to-one basis or in a group
setting. Verbal communication can take place in person, over the
telephone, by video conference or voice message. Verbal
communication is also used on television, social media and news
outlets.

Written communication can be useful in a variety of ways both in a

formal and informal setting. This can include letters, legal
documents, reports, emails and social media.
How do communication methods change with
different groups of people?
Methods of communication will change depending upon the
people who are communicating with each other and the context of
that communication. For example, an email between two
professional people would sound different compared to an email
between two friends, as the formality and tone would differ.

Communication methods may also change depending upon the

understanding of the subject matter by the person receiving the
message. For example, if there was a training course for beginners,
the language would not be as complex and more visual aids may
be used.
Verbal communication
Verbal communication is when we use the spoken word to
communicate with others. This can be face to face with another
person or group of people, or over the telephone or video call, for
example Skype or Zoom. Face-to-face verbal communication is
usually the preferred method of communication; however, it is not
always realistic due to time constraints or the location of people.

During the Covid-19 pandemic people have had to adapt in the

way they communicate, and a lot of verbal communication has
moved online via video calls and video conferences.

Verbal communication can be informal, for example casually

chatting with a friend, or it can be a more formal process such as a
work meeting, interview, conferences, lectures or oral presentation.
How effective the oral communication is will depend upon the
receptiveness of the receiver, speed, volume and pitch of the
words and clarity of speech.
Non-verbal communications are also an important part in aiding
verbal communication such as visual cues and body language.

In a business sense, verbal communication can include:

• Storytelling – This helps in the construction of common

meanings for people in the organisation. It can help

employees understand key values of the organisation and to
understand how things are done.
• Crucial conversations – These are high stake

communications and not simply general workplace

discussions. This may be presenting a business plan or asking
for a pay rise. These types of communication involve skill,
reflection and planning.
In the workplace you need strong verbal communication skills.
Using speech to communicate is an efficient way to share
information with others.

Non-verbal communication
Non-verbal communication helps you get a sense of how others
are feeling and what they may be thinking. Non-verbal
communication includes facial expressions, eye contact, hand
movements, touch and posture.

These things usually provide reinforcement to verbal

communication. Non-verbal communication is not usually used on
its own without verbal communication except when a person is
using sign language.

Physical non-verbal communication consists of body posture, eye

contact, facial expressions, touch, and overall movements of the
body and tone of voice. All non-verbal communication helps to
convey a message to the person or people you are communicating
with.
If you are wanting to make a good impression, for example in a
work meeting or a job interview, it is important to consider your
non-verbal communication style. This involves being aware of
things like your movements, gestures, eye contact, and the way
you stand or sit.

You should also consider whether you cross your arms as this can
make you appear closed off or angry, and fidgeting can be
distracting for the person you are communicating with.

You should make good eye contact but you should avoid staring or
rolling your eyes. One of the most important aspects of non-verbal
communication is facial expressions as these can be the most
useful in telling the person you are communicating with how you
are feeling.

For example, a smile can make it clear that you are happy and a
frown can suggest that you are unhappy. Good non-verbal
communication can determine whether you get a job offer or not.

Non-verbal communication is also about the way something is

said. This consists of style of speaking, tone, pitch and voice
quality. This is known as paralanguage. Being an affective
communicator means considering tone of voice, facial expressions
and body language as well as the words you speak.
Written communication
Written communication might be a letter, email, a report, or a
message on social media. Written communication should aim to
get your message across in a clear and concise manner.

Too much written information that may be repetitive or

unnecessary will likely lose the engagement of the reader and may
not get your point across in the best way possible.
How effective the written communication is will depend upon the
style of writing, grammar, vocabulary, and the clarity. Written
communication is useful for something requiring detailed
instructions, or when someone is too far away or they are not
available for you to talk to them.

Written communication in the form of emails can be convenient in

that you do not need to wait for someone to become available or
attempt to match your diaries. You can send the email and they can
read and respond when they are available to do so.

When thinking about communicating in writing, it is important to

remember that in the digital age, your piece of writing is likely to
be there for people to see for a long time after you have written it.
It is therefore important to ensure that the spelling and grammar is
correct and that you are happy with the content.

In the workplace, it is important to be able to communicate in

writing. This may be to colleagues, managers or customer. Being
able to communicate well in writing is important in order to do
well in a business setting.

Written communication also provides evidence for you that a

conversation has taken place. This may be because you are raising
concerns about something or you may be simply requesting some
feedback or informing someone of a task you have completed.

Cambridge English UK offer a free guide to help you improve and

practice your writing skills.

Listening
Actively listening is one of the most important parts of
communication, as if we actively listen we can truly engage with
the person talking to us. If you do not listen during a conversation
or a team meeting, for example, then you cannot engage or
respond appropriately.

Sometimes it can be difficult to sit and listen for long periods of

time when you are not expected to engage or where there is no
opportunity to engage. This may be in a lecture or a training
session. Some people choose to record the session in these
instances, if this is allowed.
Visual communication
Visual communication can take place with the help of visual aids.

This can include things like:

• Drawing.

• Graphic design.

• Illustration.

• Colour.

• Typography.

• Signs.

• Other electronic resources.

Visual communication such as graphs and charts can be useful in

written communication and sometimes can replace it completely.
Visual communication can be a very powerful way of getting a
message across and can be more powerful than verbal and non-
verbal communication. Visual communication is much easier and
more varied now due to the developments in technology. This also
means that visual communication can be much more creative.

Visual communication is all around us whether that be on the

television, social media or advertising campaigns. Advertisers use
it to sell products or give us a certain message.