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BUSINESSCOMMUNICATION

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CHAPTER – 1

‘THE COMMUNICATION PROCESS’

CONTENTS

1. PRINCIPLES OF COMMUNICATION2. DEFINITION & PROCESS OF COMMUNICATION 3. COMMUNICATION NETWORKS4. THE FIVE COMMON COMMUNICATION NETWORKS IN

ORGANIZATIONS5. TYPES OF COMMUNICATION6. WHAT A ‘SENDER’ OR ‘SPEAKER’ SHOULD KEEP IN MIND?7. HOW EFFECTIVE BUSINESS COMMUNICATION ‘PAYS OFF’?8. THE CHALLENGES OF COMMUNICATING FOR BUSINESS9. ORAL COMMUNICATION10.PREPARATION FOR THE ORAL PRESENTATION11.LISTENING12.BARRIERS TO COMMUNICATION13.FEEDBACK14.THE ‘JOHARI WINDOW’

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CHAPTER - 1

‘THE COMMUNICATION PROCESS’

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PRINCIPLES OF COMMUNICATION

INTRODUCTION

• Derived from the Latin word ‘communis’ - ‘to share’, it is the sharing of ideas, concepts, feelings and emotions.

• Whether we are walking, talking, playing, sitting or even sleeping, messages are being formulated and transmitted.

• The ability of man, to symbolize or understand concepts in terms of images or symbols, is THE ability that helps him to communicate.

‘Communication, therefore, is much more than an understanding of the spoken or written language’.

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DEFINITION OF COMMUNICATION

It is a two-way process in which there is an

exchange and progression of ideas towards a

mutually accepted direction or goal.

The process of communication consists of the

following elements or factors:1. Sender – writer, speaker, encoder.

2. Message.

3. Medium – letter, memo, report, speech, chart, etc.

4. Receiver- reader, listener, perceiver, decoder.

5. Feedback.

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1. Sender• The initiator of the communication process. • Selects, encodes and transmits ideas to the receiver. The entire

responsibility of communication rests entirely upon him. • Must ensure a correct mix of images and words and it is the

combination of these two, which will ‘force’ the receiver to ‘listen’ to him. Must make communication ‘receiver specific’.

2. Message• The encoded idea, which is transmitted by the sender. • The formulation of this message is very important as it can

make the receiver turn hostile, should he interpret it differently.

• The ‘ordering’ of the message, should be based on the requirements of the listener, so that its significance is immediately grasped.

• The message will have made its impact the moment the receiver finds that his goals have been codified and he will sit up and listen.

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3. Medium

• A very important element of communication - could either be, oral, written or non-verbal.

• Before communicating, the medium should be decided. • In oral communication, a little informality can be expected, but as far as written

communication is concerned, all the ‘rules of communication’ must be observed. • Anything put down in writing is a document and would be filed for records or

circulated to more than one person. This all-important aspect should be kept in mind.

4. Receiver

• The listener is in receipt of an encoded message, which he attempts to decode. • If the goal of the sender is similar to that of the receiver, the receiver becomes

attentive or more receptive.

5. Feedback

• This is the most important component. • Communication is termed ‘effective’, only when there is a feedback. • Errors and flaws in business are a result of lack of feedback. • Lack of confirmation through feedback and discrepancy between the messages

transmitted and understood, results in erroneous conclusions.

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PROCESS OF COMMUNICATION First Phase • Sender selects a message, encodes it and transmits it to the

receiver through a medium, oral, written or non-verbal. • The receiver on receipt of message, decodes it and gives an

internal response to the perceived message. The difference in ‘perception’ of a thought by the sender and the receiver, can lead to a difference in encoding and decoding.

Second Phase

• The receiver formulates his message, encodes it and transmits it to the original sender, who is now the receiver.

• This is the ‘feedback’ aspect. Without feedback, it is impossible to assume whether effective communication has taken place. If there is agreement from the receiver’s side, the communication is hassle free. However, there will be occasions when the receiver may not be in agreement with the sender. This does not mean a breakdown in communication. It can be interpreted that effective communication has been temporarily stalled and can resume after further discussions.

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For communication to be termed ‘effective’ there should

be a well-defined goal in the mind of the sender. The

sender, therefore needs to adhere to the following:

1. Create awareness in the mind of the receiver on the topic.

2. Forward his point of view, clearly (clarity) and precisely. This will remove any confusion in the receiver’s mind.

3. Use communication strategies to enable a smooth flow of discussion.

4. Correct/reinforce ideas in the receiver’s mind regarding the goal of communication.

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Basic Purpose of Communication

1. It saves time.

2. It helps in coordinating, collating and issuing instructions.

3. It helps in improving speaking abilities, listening, interacting, writing, convincing and persuading.

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Communication Network

The communication network in an

organization is of two types:

1. Internal.

2. External.

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1. Internal Communication

• Effective downward and upward internal communication is a vital means of attending successfully to matters of company concern.

• It helps decrease absenteeism, grievances and turnover as well as increase in job satisfaction, productivity and profits.

• Interaction between members of the same organization is called internal communication.

• Could be both, formal and informal. • Upward internal communication is of great importance, since

executives sincerely seek frank feedback from employees and stockholders.

• They listen more closely to opinions, new ideas, complaints and suggestions – especially when these are clearly and effectively stated.

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(a) Formal Communication • Used by large organizations employing a large

work force, since it is impossible to directly interact with every one.

• Newsletters, Annual reports etc. are used to communicate essential messages.

• In large set-ups, it is also not necessary to communicate to every member.

(b) Informal Communication • Organizations with a small work force, where

direct interaction is possible, resort to the use of informal communication.

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(c) Channels of Communication

These are:

(i) Vertical

(ii) Horizontal / Lateral

(iii) Diagonal

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(i) Vertical Communication • Vertical communication is the upward and downward

flow of messages. • Information is transmitted from the top management

to the employees and vice versa. • When the number of people in an organization is large

& it is not feasible to percolate the information down, ‘go-betweens’ or an ‘opinion leaders’ help is taken. This however can pose other problems like information getting distorted.

• It must be ensured that the number of people through whom the information is being percolated down, are reduced.

• Efforts must also be made to ensure a ‘one-to-one’ communication within departments.

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(ii) Horizontal/Lateral Communication

• Generally used by peers or colleagues.

• One of the most effective forms of communication, since the ‘chain-of-command’ technique does not come into play amongst colleagues.

• Lack of lateral communication results in lack of coordination and cooperation.

• Can also result in duplication of work and messed up employee relationship.

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(iii) Diagonal Communication• Communication does not always follow a stipulated

laid down path. • Is different from the vertical and lateral forms of

communication - does not have any direct path for information to travel.

• Could move upwards, then laterally and finally downwards, or, could even skip certain stages.

• Builds relationships and binds ties and bonds between superiors and subordinates.

• Also gives rise to gossip, ‘grapevine’ and rumour - no one is directly responsible for the flow of information & hence no one takes responsibility.

• Managers - who control the flow of information - avoid this channel.

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2. External Communication• Communications to people outside the organization –

customers, inquirers, suppliers and the public – can have a far-reaching effect on the reputation and ultimate success of the organization.

• The ‘right’ letter, a telephone call, or even a personal conversation can win back a disgruntled customer, create a desire for a firm’s product or service, negotiate a profitable sale, help an inquirer who is a potential customer and in general, create goodwill.

• This form of communication is an ongoing process. • The image of the company/organization is contingent

upon the relationship that it maintains with people outside.

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External communication can be any of the following:

1. Advertising.2. Media

interaction.3. Public Relations.4. Presentations.5. Negotiations.6. Mails.7. Telegrams.8. Letters.

This communication can either be oral or written. Corporate communications generally fall in the realm of Advertisement, Media and PR. While communicating internally, an individual can afford to be lax at times, but not so when he is interacting externally.

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The Five Common Communication Networks in Organizations

1. Chain. Where one person transmits information to another as per the chain in the organization hierarchy.

2. Wheel. Where one person (a supervisor, for instance), can communicate with (say) four subordinates, but the subordinates do not communicate with each other.

3. Circle. Where each member can interact with the adjoining member.

4. All-Channel. Where each of the individuals can communicate with all others.

5. Inverted Y. Where two people report to a boss, who has two levels above, and the communication flows in the pattern as shown in the figure below.

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Types of Communication

Communication is of three types:

Oral; Non - Verbal & Written.

1. Oral communication - Words; Articulation.

2. Non-Verbal – Body language; Signs and

Symbols; Territory/Zone; Object language.

3. Written – Reports; Illustrations; Memos;

Telegrams; Fax; e-mails; Tenders; Others.

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1. Oral Communication• Emanates from the mouth. Comprises of words and

the manner in which they are pronounced. This is called ‘voice articulation’.

• People pay more attention to voice modulations than they do to the actual words.

• Focus on body language - 55%. Voice articulation - 38% and a mere 7% to the verbal content. If all three are harmonious - no problem - but if there is a dichotomy between the two, a conflict occurs in the listener’s mind.

• More belief in modulation and body language, than in words. Words need to be chosen very carefully as they denote and connote a meaning.

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2. Non-Verbal Communication• Extremely effective form of communication. • Non-verbal communication takes up 55% of a

listeners time - far more than merely listening to the words and the voice articulation of the speaker.

• Body language – the ability of a listener to read and understand the ‘mind and thoughts’ of the speaker.

• Four zones or territories around any individual - the ‘intimate’, ‘personal’, ‘social’ and the ‘public’ zone. Entry into a particular zone depends upon the relationship enjoyed.

• What a person wears, carries etc, all send a message. • Clothes also send signals, which are interpreted

differently.

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3. Written Communication• A totally different form of communication; takes various forms.

The writer must be sure, cautious and extremely careful when formulating a message, if it is a formal message.

• Anything put down in writing, is a document of information, which is likely to be circulated. The writer trying to shift stand is limited.

• In oral communication, one can be misunderstood, or a point of view not comprehended in the manner wished. Not so in written communication. The importance of this communication, must be understood in its entirety.

• Written communication is generally bound by the dictates of the organization.

• Organizations usually have typical formats, styles, which if deviated from, can cause problems. The advent of technology has been a major fillip and we now have the reliable e-mail, which is an excellent form of written communication.

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The difference between oral and written forms of communication can be tabulated as under:

Oral

1. Is interactive.

2. Fluid

3. Brief

4. Non-restrictive in

place

5. Immediate feedback

Written

1. Is non-interactive

2. Restrictive in place

3. Has no immediate

feedback

4. Takes longer time

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What a ‘Sender’ or ‘Speaker’ should keep in mind?

1. CREDIBILITY Builds trust - Is not built overnight but over a considerable period of time. If the sender or speaker is a credible person, the receiver will have no problem.

2. COURTESY Once credibility is established, courtesy follows. Everything should begin and end on a courteous note. Relationships improve.

3. CLARITY The sender, should be absolutely clear about what he is going to communicate. Once sure, the next step is the transmission of the message in a manner the receiver will easily comprehend. To make him/herself comprehensible, the speaker should use simple language.

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4. CORRECTNESS Builds confidence. Anything stated should be 100% correct and accurate. Facts and figures should be backed with documents.

6. CONSISTENCY Anything consistent, is stable. Ups and downs in communication lead to confusion. Changing stance should be gradual and not hard for the receiver to comprehend.

5. CONCRETENESS Preferred to vague and abstract expressions. Solid statements reinforce confidence. Specific facts and figures make a receiver more apt to listen.

7. CONCISENESS Saves time. The message should be brief. The quantum of information should be just right – not too much and not too little.

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How Effective Business Communication ‘Pays off’

1.‘Life Blood’ of the organization.• Effective communication is the ‘life blood’ of every organization

and a key success in any business career as also in every one’s personal life. W/o it no organization can function.

• An organization is a group of people associated for business, political, professional, religious, athletic, or other purposes – it’s activities require human beings to interact and react; to exchange information, ideas, plans, proposals; to coordinate; to make decisions.

• Effective business communication pays off and is its lifeblood.

2. Internal and External Communication• Employees who communicate effectively can contribute in a

variety of ways to the lifeblood of their organization. • Successful messages eliminate unnecessary additional

correspondence, save time and expense, build favourable impressions, enhance goodwill and also help increase company profits.

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3. Advantages to a person’s career • Jobs, promotions and professional reputations depend

upon the success or failure of written and oral communication.

• If a person’s career requires mental, rather than manual labour, his progress will be strongly influenced by how effectively he can communicate his knowledge, proposals and ideas to others who need or should receive them.

4. A Valuable Job Requirement• The importance of ‘Communication Skills’ is there for

all to see.• Even if a person’s work is mainly with figures, as in

the accounting profession, the ability to communicate to those who read the financial reports is essential.

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5. An Essential for Promotion• The prime requisite of a promotable executive is ‘ability to

communicate’. Too often those who cannot communicate effectively, remain buried in lower, dead-end jobs.

• Members of management spend about 90% of their working day communicating – receiving and sending messages.

6. Advantages in Personal Life • Effective communication helps in accomplishing certain aims

as an individual in society. • There will be a requirement for a person to write letters and

reports or present views orally as committee chairperson, club officer or as a private citizen. In these various roles, a person might communicate with public officials, business firms, suppliers or club members.

• Whatever the purpose, one can usually achieve them more effectively when the same skills that help communicate in business, are applied.

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The Challenges of Communicating for Business

Communicating for business is a challenge,

which merits a person’s best effort. It helps in the

following:

1. Developing the right attitude – builds goodwill & get favourable responses.

2. Help build company’s image.

3. Makes one enthusiastic and competent.

4. Helps in preparing adequately.

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Further to what was explained, four more equally important points are mentioned below:

1. SHORTNESS • Brevity is better than verbosity. • Only the confused and unclear

person beats around the bush, & confuses himself as also the listener.

• Bombastic language and high-sounding words do impress but do not create an impact.

• Time is always at a premium and hence the need to economise on sentences.

2. SIMPLICITY • Simple language while being easily

understood also impresses the receiver.

• Simple words and ideas reveal clarity of thought and expression.

3. STRENGTH • The credibility of a sender

shows the strength of his message.

• The communication process is a non-starter, if the sender does not have faith in what he is trying to say.

• Strength of a statement convinces a receiver.

4. SINCERITY • The receiver easily sees a

sincere approach. • A genuine sender’s

communication is quickly reflected and appeals to the receiver.

• The receiver observes any make-belief situation.

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ORAL COMMUNICATION

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INTRODUCTION• Communication is a mix of speaking and listening. • Sequentially, communication first and foremost is ‘listening’,

then ‘learning’ and finally ‘communicating’, in exactly that order.

• Communicating orally is easier than writing a letter, memo or report. No troublesome mechanics like spellings and punctuations – only facial expressions, tone of voice and gestures, help make meaning clear. There is immediate feedback from the audience.

• Oral communication may be easier for the reasons mentioned, but giving a speech or a report to a group, deserves great attention for both, the preparation and the presentation.

• The first impact on any listener - the speakers’ ability to speak. • Listener impressed - good listener! Ability to listen, impresses

more than the ability to speak fluently. Speaking and listening are closely intertwined and make a joint impact.

• Since ‘impress’ is what should be the end result of any ‘communication’ to a receiver, this word itself reflects the basic features of communication.

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‘I M P R E S S’I – IDEA

• What needs to be communicated must stem from an ‘idea’.

• Imperative to decide on the idea first. Select that idea which is the best and most pertinent. This again will depend upon the situation and the receiver.

M - MESSAGE • The idea once selected now needs to be

wrapped in a language, which is comprehensible to the receiver. The speaker when encoding a message must keep in mind a number of factors like; what is it that needs to be stated? What language will the receiver understand? Does the idea interest the receiver? What exactly does the receiver wish to know? Once these aspects are given due thought, the framing of the message will be easy.

P - PAUSE/PARAGRAPHS • Pausing whilst speaking is very

important & must be used to an advantage.

• Helps assimilate and understand the impact of the message.

• While they do help in assimilation, it must also be kept in mind that if used a too frequently and for long, a presentation can get boring & monotonous.

• Helps stimulate an audience. Good speakers ensure that their audience actually leans forward in their seats, when a pause is made, as if urging the speaker to proceed. That is what an effective use of a pause can result in.

• Last for only a few seconds, but the impact lasts long.

• Becomes a paragraph in written communication. The use of paragraphs at the right places makes written communication more meaningful.

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R - RECEIVER

• The speaker may hold centre stage because he is the initiator of the message, but a more important person is the receiver, because he could either be a wonderful person OR a most difficult one.

• It must be remembered that a speaker is considered to be good only if the receiver feels so.

• The receiver is the one who is generally led into the interaction. To keep him interested, the speaker needs to go that extra mile to ensure that his (receiver’s) interest is retained and he remains attentive. Identifying a goal, which is mutually acceptable to both, will ensure that attention is drawn.

E - EMPATHY • A word which is confused with

sympathy, when it actually is a little different, in that it identifies more with a receiver, is a term which should be used to help in understanding the receiver.

• When you sympathize with a person, you ‘know how he feels’, but when you empathize with him, you ‘feel how he feels’.

• The difference between ‘knowing’ and ‘feeling’, is there for all to see.

• The more the empathy between the sender and the receiver, the higher the level of understanding, and more the receptivity to messages and ideas.

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S – SENDER

• The entire communication process hinges on the sender.

• He is the initiator, the person with the ideas and concepts, which he wishes to share with the receiver.

• He plays a crucial role since the success or failure of interaction depends on him.

S – SECURITY CHECK

• The sender at the start should have an idea encoded in the form of a message.

• When encoding he should do a thorough security check to ensure that all the points have been dealt with in a desired manner.

• The message when transmitted to a receiver with all the necessary voice articulations and pauses will heighten impact.

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Preparation for the Oral Presentation

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The following steps are required when preparing for an oral presentation:1. Determine the purpose.2. Analyse the audience and the situation.3. Choose the ideas to include in the

message.4. Collect and interpret data.5. Organize the data.6. Plan visual aids.7. Rehearse the talk and revise where

necessary.

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LISTENING• People spend most of the day listening and

talking; therefore listening plays a vital role. • When a person speaks, he or she is attempting

to inform, persuade or entertain one or more individuals. But most individuals ‘hear’ – they do not ‘listen’.

• What exactly is listening? It is seeing the expressed idea and attitude from the speaker’s point of view, to sense how it feels to him or her to achieve that frame of reference in regard to the thing the speaker is talking about.

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Good listening requires various responsibilities

of the listener and brings valuable results.

Listening can thus be defined as ‘the accurate

perception of what is being communicated’.

The process of listening is two-fold:

1. Decoding.

2. Giving an internal response to perceived messages: Levelling; Sharpening and Assimilation.

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1. Essentials for Good Listening Essentials

• Positive Attitude• Ability to concentrate• Enter into Question -

Answer sessions• Maintain eye contact• Conducive body

posture

Resultant Features

• Acceptance Receptivity Concentration

Direct contact

Attention.

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2. Responsibilities of the Listener

(a) Prepare for listening.

(b) Concentrate on the verbal message.

(c) Also concentrate on the non-verbal message.

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3. Results of Good Listening(a) Permits the speaker and listener to improve

communication because each side is more receptive to the others view point.

(b) Leads to positive attitudes.(c) Shows the speaker that the listener is interested; in

turn the speaker tries harder to give his or her best presentation.

(d) Results in obtaining useful information so that the listener can make accurate decisions.

(e) Creates better understanding of others and thus help the listener to work with others.

(f) Helps the one speaking (especially in an interview) to talk out problems. It must be remembered that a person needs to receive, as well as give help.

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4. Deterrents to the Listening Process

(a) Ego. Prevents ‘listening’. One needs to hone listening skills.

(b) Involvement with the self. Self-sympathy. You need to look beyond the self.

(c) Past, present and future. You don’t listen. Avoid being trapped in the cycle of time.

(d) Fear. Closed mind. Eliminate fear.(e) The familiarity trap. You seem to be assured of your

self. There is so much more than what you already know.

(f) Stress. Have both negative and positive impacts. If negative, you are hyper tense. Avoid stress.

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Note

• There could be moments when, in spite of all efforts being made to make interaction informative and meaningful, all communication links fall apart and the entire process becomes meaningless.

• Noise, is the disturbing factor which is a major cause for this to happen. It can either be from the sender’s side or even from the receiver. It could also be voluntary or involuntary.

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Noise

This term, which is a physical sound or a mental

disturbance, disrupts the flow of communication,

because it is a distraction. Noise can be classified

into two categories:

1. Physical.

2. Psychological.

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1. Physical Noise

This is any sound, which emanates from the surroundings and hampers the listening process. It is not difficult to manage this physical noise. Ensuring that all channels are in proper functioning order can do it away.

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2. Psychological Noise• Psychological noises take the form of mental

turbulence, preoccupation, ego hang-ups, anxiety, tiredness, pre-conceived ideas and notions.

• They are mostly involuntary and no cause can be assigned to them.

• While physical noises can be eliminated, psychological noises cannot and they plague the sender as well as the receiver. Listening gets hampered and responses are not well formulated.

• To make communication successful, strategies to draw the attention of the receiver must be used. A question/answer form could be apt and even asking for advice may suffice.

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Barriers to Communication

Anything, which is contrary to the smooth functioning of a process, is termed as a ‘barrier’, because it creates an impediment in the progress of an interaction. The identification of such impediments is of paramount importance. These barriers could be both, sender as well as receiver oriented.

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Sender-Oriented Barriers

• These could be either voluntary or involuntary. They need to be identified and removed. A sender, being the originator of a communication process must ensure that he in no way creates a barrier.

• Sender-oriented barriers are as follows:

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1. Badly expressed messages. What a sender wishes to say and what he actually says can be two different things. Confusion can occur instantly. What needs to be ensured at the outset is, that the messages have concrete ideas and are well structured. A listener should not feel that the interaction is a waste of time. If that happens, he switches off and the entire process becomes a non-starter.

2. Loss in transmission. The impact of any message is loss if the medium chosen is not right. This is a ‘physical noise’. The responsibility here lies entirely with the sender, as it is his job to ensure that the right channel or medium is chosen.

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3. Semantic Problem.

Bombastic words sound impressive, but do not actually serve any purpose. If the receiver is not able to comprehend the impact of these words, or if they sound ‘foreign’ to him, the entire exercise is futile.

4. Over/Under Communication.

The quantum of communication should be ideal or just right. It should neither be excessive nor scanty. Excessive information can confuse the receiver and scanty information will make him grope for the actual intent of the message.

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5. Status Effects The ‘superior-subordinate’ aspect comes in the way of effective communication taking place. People occupying senior positions, have a tendency to ‘tell’ subordinates rather than ‘listen’. When people do not listen, they do not understand each other and thus effective communication is blocked. The ‘I-Syndrome’ makes it extremely tedious for a listener to sit through an entire piece of interaction.

6. Physical Distractions Any idiosyncratic mannerism, like the constant batting of eyelids, or ending every sentence with ‘you see’, are distractions, which hinder a person from listening carefully to what is being said. Active listening therefore, does not take place and so the message does not get easily transmitted.

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7. Information Overload

Communication may be ineffective when too much information is transmitted at one time or when complex information is presented within a short time frame. The receiver mat not be able to grasp what is being said due to the large quantum and/or complexity of the material presented. The problem is further compounded if the listener has limited attention span as also poor memory retention.

8. Time Pressures

Due to time pressures, managers, leaving the listener with much ambiguity and confusion as to what has been said and what action needs to be taken, hastily, hurriedly and inadequately communicate messages. Inadequate time thus leads to ineffective information giving which often leads to miscommunication.

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9. Cultural Differences

Words, colours and symbols have different meanings in different cultures and sub cultures within a national boundary. One therefore needs to be sensitive to cultural differences in the use of language, words, symbols and colours while communicating.

10. Trust Level A lack of trust between communicating partners leads to selective listening, resulting in ineffective communication. Full and complete information is seldom exchanged under such circumstances and withholding of information by one or both parties will further aggravate the trust issues and interpersonal problems. In situations where trust levels are low, all types of ‘noise’ enter and disrupt the communication processes.

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11. Perceptual Distortions How a person interprets a particular aspect as compared to another person can heavily influence the communication process. If an instructor is perceived as incompetent, his instructions will be disregarded and if he is perceived as highly esteemed and influential, the message may get even more attention than it actually deserves. Thus too little or too much might be read into messages and inappropriate action taken through perceptual distortions, thus thwarting effective communication.

12. Self-Concept All of us have an ego and we all would like to be given the due that we deserve. An adult if treated like a child, would get annoyed and not relate to a message that is being communicated. If the receiver of the message does not respond to the ego state from which we are communicating, crossed transactions occur and communication becomes ineffective.

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13. Absence of Two-Way Communication. It is only a two-way communication process, which ensures a feedback. A one-way, i.e., either from top to bottom or from superior to subordinate, would hinder communication from taking place in an effective manner. The receiver might decode the message in a manner it was not intended and it will be too late in the day to rectify the error, with only confusion to ask for. One-way communication though effective at times, may leave the receiver of the message confused, perplexed and unsure about what is expected. Effectiveness is thus compromised.

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How to overcome sender-oriented barriers?

1. Plan and clarify ideas. Test thinking, discuss, collate and pre-plan.

2. Create a climate of trust and confidence. Empathise with the listener.

3. Time the message carefully. Keep the ‘where’ and ‘when’ in mind.

4. Reinforce words with action. Harmonize words and actions.

5. Communicate efficiently. Solicit feedback.

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Receiver-Oriented Barriers• Just as the sender of a message draws flak for

not adhering to various important aspects of ‘communication’, so also the receiver is at times guilty of erecting barriers in the course of the interaction.

• For an initial ‘passive’ stage he graduates on to the ‘active’ stage, as he starts assimilating and absorbing information. He is equally to blame in case the situation goes awry or there is miscommunication of sorts.

• Certain barriers, which emanate from the receiver’s side, are as follows:

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1. Poor Retention. As the term suggests, if the retention power of a receiver is poor, he will get lost in the course of the conversation. A good methodology for him would be to jot down points. It will apart from showing how interested he is will also ensure that he gets the right message.

2. Inattentive Listening. Listening is an exercise to control the mind. The art of listening is an exercise in concentration. It only improves concentration.

3. Tendency to Evaluate. To be judgmental and evaluative at the very start of an interaction is only to help miscommunicate. The mind can do only one thing at a time. If one has to evaluate, then he will not be listening. Delay evaluation. It can follow listening, not precede it.

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4. Interests and Attitudes It is not feasible for a person to be interested in everything that is being said, but to say that there is no interest from his side, at the very start of an interaction, is hazardous. One needs to develop interest.

5. Conflicting Information If what the receiver has in mind and what is being transmitted, are two different things, confusion will result and there is bound to be miscommunication. There is a requirement of the sender to convince the receiver that whatever now is being said is correct and relevant to further proceedings. The receiver should therefore confirm with a feedback and clarify.

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6. Differing Status and Position

Seniors need to encourage newcomers and juniors to come up with ideas and solutions to a particular problem. The purpose of upward traversing ideas is that fresh and innovative minds can throw up unique solutions to difficult problems.

7. Resistance to Change

This is one aspect, which somehow has never been easily accepted. Fixed ideas, total unwillingness to change, hampers listening and results in miscommunication. Here the onus lies on the receiver, who is not willing to change and is totally unreceptive. He needs to be flexible for communication to progress.

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8. Refutations and Arguments These are both negative in nature. Discussions do not take off and are futile. Both, the sender and the receiver need to be at the same level and not try one-upmanship. Discussion is the only way to resolve contradictions. Both must enter into healthy discussions.

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FEEDBACK

Feedback, as brought out earlier, is the process that ensures that two-way communication occurs so that the sender and the receiver can make sure that the intended message and the received message are one and the same. It is the most important part of communication that completes the entire loop.

Giving FeedbackFor feedback to be most effective, the person giving the feedback must:

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1. Listen to what the sender is trying to communicate.2. Repeat the crux of the message to ensure that the intentions

have been rightly understood.3. Give specific and not general or vague feedback.4. Give feedback immediately or soon after the event has taken

place.5. Give feedback on aspects, which the receiver can rectify,

rather than on aspects over which the individual has little or no control.

6. Give descriptive and not evaluative feedback.7. Give feedback on a few (maybe one or two) critical issues

where improvement is most urgently expected, rather than a wide range of problem areas.

8. Examine your own motivation in giving the feedback.9. Be sure that the receiver is ready to receive the feedback.10. Be non-threatening and disregard your superior status while

offering feedback.

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Receiving FeedbackFor feedback to be most effectively utilized, the personreceiving the feedback must:1. Have the motivation to receive, consider and act

on the feedback.2. Be non-defensive.3. Be an active listener.4. Seek clarifications from time to time.

After the feedback, think through the issues and work out a plan of action in order to benefit from any valid feedback that has been given.

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Feedback can be of two types:

1. Confirmatory. No scope for dissent. Both, sender and receiver are at accord with one another.

2. Corrective. Should not be strongly worded. Should start with a positive statement that shows appreciation of what has been done. Empathy should be applied throughout the interaction so that it builds or improves relationships.