Communication is one of the most important basic functions of management. One of the most frequently discussed dynamics is the entire field of organizational behaviour as it is one of the indicators of human behaviour in the organization. It is one of the requisites for employee satisfaction. “Perfect communication, if it existed, would occur when a thought or idea was transmitted so the receiver perceived exactly the same mental picture as the sender”. It should sum up all things that a person (sender) wants to create understanding (message) in the mind of another person (receiver). It consists of a systematic process of telling, listening and understanding.
Communication has a special purpose in control members’ behaviour, fostering motivation, influencing emotionally, providing information and attaining information.
The function of Communication in OB
Communication is an organization that has some specific objectives as it is one of the basic functions of management. Without communication, organizations cannot attain goals. Communication has the following functions within a group or organization.
Control
One of the major functions of communication in a group or organization is to control the behaviour of members. The control function is carried out using the authority-responsibility relationship in the organization. Members need to follow a formal chain of command for grievances or queries. Immediate supervisors are required to listen to complaints and are obliged to communicate formal commands. Such provisions of formal communication help to control the behaviour of members. Informal communication can also be used to control informal behaviour in the organization.
Motivation
To motivate employees to attain group or organizational goals, formal as well as informal communication is required. Communication makes the goals clear and instructs regarding what to do by each member to attain such goals. Various provisions for improving the performance of employees need to be communicated. Feedback on progress towards the attainment and rewards of the goals for desired behaviours motivates employees. For all these things, there must be the provision of proper communication systems in organizations.
Emotional expression
Many communication interactions in a group or organization provide the emotional expression of feelings and fulfilment of social needs. Such interactions within a group or organization provide sufficient evidence for satisfaction as well as frustration. Satisfaction and frustration are the emotional expressions of feelings.
Information
Communication facilitates information required for decision-making by a group of organizations. Senior managers provide required organizational information to departmental managers and provide required organizational information to departmental managers or supervisors to help them with decision-making. Similarly, operating-level employees, supervisors and departmental managers provide information regarding their area of operation which facilities for making the right decision. Thus, communication aims to get information and share information required to make decisions at different levels.
Process of Communication OB
Communication is the process of translating information from sender to receiver. It is a two-way process in which the sender of message and receiver of message and receiver of message exchange their information and the meaning of the message. This process basically involves eight elements i.e. sender, encoding, message, channel, decoding, receiver, noise and feedback. This process can be shown as follows:
Sender
The sender is the main source of information. The person who sends the message commonly is known as the sender. He generates a message to convey to the receiver, encodes the message in an understandable form and selects media for its transmission. The sender may be a departmental manager, supervisor or department whole organization itself.
Encoding
It is the act of changing information into code to make it understandable. Encoding is done in different forms like words, symbols, and voices or in other forms to the receiver could understand. Encoding is done by the sender.
Message
It is the subject matter of communication i.e. message. It consists of facts, opinions, ideas etc. of the sender formed into a package. It is prepared in clear and understandable form as far as possible. It is the fact that the receiver understands. Thus, the encoded information is known as a message.
Channel
Channel is the medium through which the message is transmitted. Proper media or channel is selected by the sender through which the message is conveyed. Channels can be formal or informal. Formal channels are established by organizations for transmitting formal i.e. organizational messages to employees. But, informal mediums are set by individual employees to convey personal information or messages. Audio-visual, print media, electronic media, personal media, symbols, etc. are different channels used in organizations to transmit messages.
Receiver
A receiver is a person or group of people to which the message is directed. The receiver may be a listener, reader or viewer. The receiver decodes i.e. translated message in an understandable form. It enables the receiver to understand the meaning of the message.
Decoding
Decoding means receiving a message conveyed by the sender and translating that message into its own meaning or language. Wrong interpretation of a message creates misunderstanding between the encoder and decoder causing false meaning.
Noise
Noise is a barrier to communication processes which distorts the flow of messages. Noise reduces the clarity of the message. Perceptual problems, information overload, semantic barriers, or cultural differences are the source of the noise.
Feedback
Finally, the effectiveness of communication is measured through feedback. Feedback is the mechanism of providing a response whether the message is understood properly or not. A positive response indicates the communication is successful. If the response is not appropriate, then the sender has to change the message or the channel so that the message can be understood properly.
Types of Communication in OB
Communication can be of different types based on classification as follows:
Based on the Network
The communication network is simply a connection of people in the communication i.e. flow diagram of the message. A network is formed with the relationship between the number of members involved in communication and the nature of the channel used. Based on the network, there can be mainly two types of communication:
Formal communication
The message is given through the formally designed channel or network in the organization under formal communication. It is designed, controlled and regulated by top management. Formal communication can be horizontal, vertical and diagonal.
Horizontal Communication: Horizontal communication is the flow of information between departments or people of the same level in an organization. When the production manager communicates with the human resource manager for hiring some employees in vacant positions, the production manager communicates with marketing managers, or supervisor A communicates with marketing managers, or supervisor A communicates with supervisor B of the same department, the flow of communication is horizontal. The objective of horizontal communication is to coordinate the efforts of different departments or persons.
Vertical Communication: The communication in which information is either transmitted from the top to bottom or from the bottom to the top in the organizational hierarchy is vertical. Vertical communication may be of two types i. downward and ii. upward communication. Downward communication is a type of communication that flows top of the organization to the bottom through formal lines of authority. The most common downward communications are made for job instruction, official memos, policy statements, procedures, manuals, and company publications. In such communication, top managers communicate with their immediate subordinates (managers) and immediate supervisors communicate with their direct subordinates. Communication that flows from the lower level of the organization to the top of the organization is known as upward communication. This is done to provide feedback on the extent of the effectiveness of the work in progress. It is also a means of informing the management about the viewpoints, reactions, feelings, and state of employee morale.
Diagonal Communication: Diagonal communication is the exchange of messages between managers and employees who are neither in the same department nor on the same level of organizational structure. It cuts the formal chain of command of departmental lines. Diagonal communication becomes important in situations in which members cannot communicate effectively through vertical or horizontal channels. The concept of diagonal communication was introduced to capture the new communication challenges associated with new organizational forms, such as matrix and project-based organizations.
Information communication
In informal communication, no fixed channels are designed to flow the message. In this communication, any member from any level of the hierarchy can communicate the message to anyone in the organization. Normally, members from informal groups in organizations formed with special interests, use this type of communication. They share their ideas, views, opinions, and other information through informal communication. There will be no control over communication by formal organizational structure. Normally, rumour and grapevine in the organization are the result or objectives of informal communication.
Based on the direction
The direction of communication is the flow of messages from sender to receiver. It can be horizontal, vertical or diagonal communication based on direction. Each of them is discussed in the previous section.
Based on Methods
Based on the receivers, the nature of the message, the distance between sender and receiver, purpose, etc. communication can be of different types. Such methods can be combined in some cases. Such different types of communication are discussed below:
Oral communication
In oral communication, the sender communicates the information through oral means i.e. by speaking. In this method, the sender and receiver become face-to-face or they have to use a mechanical device. This method is more reliable as the sender can get feedback quickly.
Written communication
In written communication, information is shared with the receiver by writing or drawing. It is the formal means of communication. Normally, information that should be kept for a long time for future reference, is transmitted using written communication. Lengthy messages are better communicated in written form. In this communication, it is hard to get quick feedback and the chances of being misunderstood remain always high.
Non-verbal communication
Nonverbal communication is the means of communicating using facial expression, body movement, physical contact, gesture, etc. like shaking hands, blinking eyes, smiling, clapping, etc. It is the communication in which both written and oral means are not used. It is the most powerful means of communication.
Communication Network in OB
Communication networks refer to a combination of sender and receiver in their role of transmission of the message. Communication networks make communication interesting, quicken the flow of information, and increase the effectiveness of communication. Depending upon the nature of the message, urgency, organizational culture and size of the organization, different communication networks can be used. Basically, there are five types of communication networks as follows:
Wheel Network
It is a pattern of a communication network in which a single person, as pivotal, supplies messages to other members. It is a centralized communication network. Here, the group idea is probably the main source of communication.
In the above diagram, 1 (manager) is the main source of information and he passes the information to the other group members, 2, 3, 4 and 5. In this type of network, only the manager communicates with subordinates but subordinates are not allowed to communicate with others i.e. member 2 cannot communicate with 3 and others.
Y Network
It is the pattern of communication networks in which top leaders or managers communicate with the person closest to them. Then the message is communicated in a downward direction in the hierarchy.
Chain Network
It is a pattern of a communication network in which a person can communicate with immediate superiors and subordinates in the hierarchy. In the diagram, 1 can communicate with 2, 2 with 3, and 3 with 5 in downward communication where information can flow from bottom to top and top to bottom. It is more suitable when authority and responsibility are clearly defined among the group or team members.
Circle Network
It is a pattern of a communication network in which a message is communicated in a circle, i.e., each person can pass the information to his/her adjoining two persons right or left. For example, in the above diagram, 2 can communicate information to 3 and 1 and similarly, 3 can pass to 2 and 4 but cannot pass the information to 3 or 4.
All channel Network
It is one of the most decentralized types of communication networks. In which, all the members of a group or team share their ideas, views and suggestions with all the members without any restriction. Here, each of the members has the right to communicate with any other person in the group without any restrictions or boundaries.
Barriers to Effective Communication in OB
Communication is one of the bases of employee behaviour in the organization. It is a source of employee satisfaction, means of coordination, leadership, supervision, direction and control. Thus it is essential for the effective management and the success of an organization. Several obstructions, bottleneck hurdles or blockades hinder the process of communication which reduces the effectiveness of communication. These hurdles or obstacles to effective communication are the communication barriers. There can be the following types of barriers to effective communication:
Physical
The greater distance between the sender and the receiver reduces the effectiveness of the communication. Similarly, noise and environmental disturbances are also common physical barriers.
Individual
Individual factors like personal, judgment, emotions and social values create a psychological distance between the sender and the receiver. Other personal factors like prejudice, inferiority/superiority complex, attitude, and time pressure also affect the interpretation of messages. Likewise, differences in mutual trust and confidence between sender and receiver also affect the effectiveness of the communication.
Filtering
“Filtering refers to a sender’s purposely manipulating information so the receiver will see it more favourably. A manager who tells his boss what he feels the boss wants to hear is filtering information.” Such a tendency of individuals increases the chances of communication ineffectiveness. Individuals can choose to filter to distort information because of various reasons like pleasing their boss, fear of conveying bad news, etc.
Language
People may have different interpretations of the same word and symbols in terms of their own experience and thinking. When the sender and the receiver interpret differently, this creates misunderstanding. Thus, harsh language, difficult and double-meaning words, and more technical words reduce the effectiveness of communication.
Selective perception
Receivers may have limited attention i.e. selective perception as to their needs, motivations, experience, and personal characteristics. Interpretation of the message in such selected attention may be incomplete or wrong.
Status
Status is the organizational hierarchy and is also one of the important fundamental barriers to the free flow of information. Most managers may provide only the selected information to their subordinates to maintain status differences. This also reduces the effectiveness of communication.
Emotions
People often interpret messages according to their emotions. They interpret positively if they are happy but negatively when they are sad or angry. Individuals in positive moods are more confident about their opinions after reading a persuasive message, so well-crafted arguments have a stronger impact on their opinion.
Organizational Structure
Long and complex organizational structures may break down or distort the message. Due to lengthy communication networks, the flow of information gets delayed and distorted.
Premature evaluation
Some of the receivers may be habitual in making judgments before reading or listening to the message completely. Such premature evaluation regarding the message also distorts the message completely. Such premature evaluation regarding the message also distorts the message and decreases understanding.
Communication apprehension
It is the tendency of experiencing anxiety or tension in oral communication, written communication or both. They feel uncomfortable talking with others or may become extremely anxious while making a memo while a phone call becomes easier and faster. Studies show oral communication anxious, frightful and uneasy or avoiding situations, but for some cases such as teaching, oral communication is a dominant requirement.
Information overload
Individuals have limited capacity to capture information within a fixed time under certain situations. But, if they get more information than their capacity, the situation becomes information overloaded. In this situation, the individual mostly does not understand the information completely or skips the information. This also leads to ineffective communication.
Overcoming Communication Barriers (Methods of Securing Effective Communication) in OB
Effective communication is the minimum requirement to have good human relations in an organization. Effective communication means understanding the complete meaning of a message by the receiver of what the sender intended to deliver. The easy answer to the question of how communication can be effective is that we should remove the barriers to effective communication. This means that to improve the effectiveness of communication, there should be no barriers to communication. The following methods can be suggested to secure effective communication.
Culture of open communication
Open communication between managers and employees is the best way to improve the quality of communication. There should be two-way communication. Receivers should feel comfortable sharing their feelings openly. Any suggestions or complaints should be welcomed by managers in the organization. The Open door policy encourages employees to participate in the communication process.
Reducing physical barriers
The physical distance between the sender and receiver needs to be reduced. Managers must consider the effect of noise on the communication process. Problems in mechanical devices must be removed timely. These efforts reduce the chances of distortion of messages by physical barriers so that the effectiveness of communication can be improved.
Use of information technology
Means of information technology facilitate communication. Telephones, e-mail, and the internet have changed the speed and involvement of people in communication. The use of internet is a popular means of communication in the organization both for formal and informal communication. Such communication can be more beneficial in case the receiver and sender cannot meet face to face. Thus, by using information technology, the effectiveness of communication can be improved.
Improving climate of trust
For the effectiveness of communication, the receiver and senders should trust each other. This increases the chances of effective listening. This further improves the climate of openness in communication. Structural barriers must be reduced to create trust in the organization.
Employee participation
Participating employees in decision-making also reduce the barriers to communication. This helps to encourage employees to participate actively in the communication process. They listen to other ideas and information and share them. This facilitates making communication a two-way communication.
Employee counselling
Counselling employees is the process of psychotherapy. Employees try to change their minds through this process and try to be more open to expressing their feelings.
The ombudsperson
This is a very rarely used technique for participating employees, especially who are treated unfairly. This technique provides an outlet for such persons to communicate their feelings. This improves upward communication.
Getting the message across
Senders must be concerned about making communication more effective. For this, senders must consider the receivers. They must think about the ability of receivers to understand their feelings. For this, the sender must have a sense of humour to understand receivers. Senders must empathize, repeat messages, use timing effectively, and should focus on problems. This helps to make downward communication more effective.
Current Issues in Communication in OB
Change in a communication system means of communication, innovation and development in communication technology have increased the complexities in organizations. Different issues have emerged in communication. Some of them are discussed below:
Women are more effective than men
Men and females differ in communication. Men prefer their status but females concentrate on connection i.e. closeness. Here, men intended to communicate to satisfy their ego needs while females communicated to satisfy their social needs. Most organizations are focusing their interest on females for effective negotiations. Women criticized men for direct communication and the inability of listening to power. At the same time, men always criticize women as women always expect apologies all the time.
Politically correct communication
Several issues have emerged in rights and protection. The political world has accepted the existence of everyone or a minority in terms of the number of differently-abled people in various mental as well as physical aspects. Thus, while communicating either in formal or informal issues, everyone needs to be careful about others’ feelings, prestige and interests. Words having dual meanings should not be used. For example, the word ‘disabled’ is politically wrong. Instead of this, we need to use ‘differently able’ as a politically correct word.
Cross-cultural Communication
Globalization has increased complexities because of diversity in human resources. Human resources from different social, cultural and economic backgrounds have different ways of interpreting and understanding the message. They have different ways of dealing with issues. Some of the issues created using cross-culture are discussed below:
Semantic barriers: Different words are understood with different meanings in different cultures. Some words may have completely different meanings, and some words have no translations. Some of the different words may have the same meaning but may not be understood by employees. Thus words create complexities in communication.
Tone difference: People from different cultures used to have different tone structures while communicating. Many people may change the tone even with the context of the message and the people with whom they are talking. Because of a lack of understanding, serious problems have occurred. So managers need to be more conscious while communicating with employees.
Perception barriers: Different people from different cultures may have different perceptions about events, words, and management practices. Some people desire open communication while some do not. Perception regarding religion, cast, communication channel and network.
Excessive use of e-media
With advancements in internet technology, the mode of communication has changed. Mobile phones, e-mail, voice chat, video conferencing, etc. are common in communication. All these things are making communication easier but at the same time, this has reduced the privacy of individuals.
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