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Communication is defined as the act of transferring information from one place to another. The desired outcome or goal of any communication process understands. Communication is a process of passing information and understanding from one person to anotherKeith Devis. Communication is an exchange of fact, ideas, opinions, or emotions by two or more personsW.H.Newman Communication is any behavior that results in an exchange of meaningThe American Management Association Communication is the process by which information is passed between individuals and /or organization by means of previously agreed symbolsPeter Little
The communicator first formulates a clear idea about facts, opinions or information. The idea is then translated into words, symbols or some other form of message which he expects the receiver to understand this process is known as encoding the message. The communicator selects a suitable media for the transmission of message.eg:telephone, television. The message is received by the communicatee. He understands it by coding the message. The communicatee acts upon the message as he/she has understood it. Finally, the effectiveness of communication is measured through feedback if the communication brings in the desired changes in the actions or behavior of the receiver, it is said to be successful communication.
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Methods of Communication:
The following are the different methods of communication: i. Verbal- Oral and Written. ii. Non-Verbal communication. iii. Face to Face iv. Media and Modes. Prepared by: 12 2 41 0004 Page No: 2
Verbal: Oral and Written: In the word of Bartol and Martin, verbal communication is written or oral use of words to communicate. Oral as well as written communication is used extensively by all organizations. Oral communication: When communication takes with the place of spoken words, it is called oral communication. The different forms of oral communication are conversation, meetings, conferences, interviews, training sessions, speeches, etc. Advantages of oral communications: save time. more effective with group. can be informal. saves money. immediate clarification Limitation of oral communication: no legal validity. grater chances to misunderstanding. unsuitable for lengthy message. message cannot be retain for long time. Written communication: Written communication is in the form of circulars memos, telegrams, reports, minutes, manuals etc. writing is the expression of human language by means of visible signs. Before the modern electronic communication gadgets were invented, letter writing was considered as the only reliable means of communication. Written communication has some definite and distinct advantages over oral and other types of communication. Merits of written communication: Precise. Accurate. Legal document. Permanent record. Limitation of written communication: Costly. Time consuming. Quick clarification not possible. Non Verbal Communication: Bartol and martin define non verbal communication as communication by means of elements and behaviors that are not coded into words. Non verbal communication is very important because it is believed that the manner in which you say something is more important that what you say. Forms of non verbal communication: Facial expression and gestures: Oral communication involves verbal as well as non verbal elements. The non verbal elements include facial expression and gestures as well as the pitch and tone of the voice. These are describes by George Terry as body language. Some of the expressions and action that constitute body language are mentioned below: Winking and twinkling of the eyes. Frowning. Twisting the lips. Biting the nails. Wobbling the head. Prepared by: 12 2 41 0004 Page No: 3
Face To Face Communication: Face to face communication means person to person communication at one place. It is necessary to separate face to face communication from oral communication because there are occasion and situation when oral communication is not face to face. For an example conversation over a phone, radio communication, tape recording etc. there are also occasions when persons can be face to face and yet they cannot communicate due to language barrier. Advantages Facial expressions and gestures help to communicate better. It is particularly suitable for discussion. Feedback can be obtained not only by ears but also by eyes. Disadvantages It is difficult to practice in large size organization. Ineffective if the listener is not attentive. Not effective in large gathering. Media And Modes: Conversation modes Mail. Telex. Telegraph
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One can enhance effective communication by using open body languagearms uncrossed, standing with an open stance or sitting on the edge of ones seat, and maintaining eye contact with the person ones talking to. One can also use body language to emphasize or enhance your verbal message patting a friend on the back while complimenting him on his success, for example, or pounding ones fists to underline ones message.
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Withholding Information: Too often we are handled like children or with kid
gloves and administered the need to know basis.
Different Status: This boils down to, telling one group certain information and
telling another group something else. This comes too close to lying in my book, keep the playing field level and even, tell everyone the same thing.
Lack of Trust: The most important reason for the lack of communication in the
company is the thought that someone may say something to the wrong person or say something the wrong wayor even worse say the truth! Its always best policy to start with the truth and then you dont have to worry about covering a lie.
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Barriers of Communication:
Many people think that communicating is easy. It is after all something we've done all our lives. There is some truth in this simplistic view. Communicating is straightforward. What makes it complex, difficult, and frustrating are the barriers we put in the way. A "communication barrier" or "a barrier to communication" is anything that interferes with the transfer of intended information from a sender to a receiver. This can include anything from static on a radio, preventing the listener from hearing the program, to a third party interfering in a conversation between two people.
Making Assumptions: How many times have you made a decision based on
assuming something will happen. Only to find out that it didn't go as planned. We all know that we shouldn't make assumptions. But we still do it anyway. Assumptions a lot of times will be made to speed up a process or task. Assumptions are made to cut corners and save time by ignoring the path of communication. The major problem
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with making assumptions is that 9 times out of 10 it doesn't work out. Also by making assumption you will likely miss out on important information.
Body language: Non verbal signals have the potential to block effective
communication in the workplace. Negative body language like waving your hands, raising your arms in discuss and even shaking your head will send negative messages. It is all about interpretation. The impacts of these traits can affect workplace relationships and your willingness to take part in communicating. The best action a leader can take is to understand your own body language.
Ineffective Questions: Quite often people ask questions that lack details. The
whole point of asking a question in the first place is to confirm what has been communicated or for clarification. Asking the right types of questions will provide effective communication in the workplace. Make sure you use open ended questions to get the proper answers you seek. This type of question includes details like who, what, where, when and how.
Marked out territories, empires and fiefdoms into which strangers are not allowed. Closed office doors, barrier screens, separate areas for people of different status Large working areas or working in one unit that is physically separate from others. Research shows that one of the most important factors in building cohesive teams is proximity. As long as people still have a personal space that they can call their own, nearness to others aids communication because it helps us get to know one another.
person is saying. The ambiance in which you are having a conversation also plays an important part in the quality of a conversation. If the place is too noisy, or two crowded, you may not be able to clearly listen to the speaker. For example, if you are having a conversation with someone along the roadside, the honks and noise of the passing vehicles can make it difficult for you to concentrate on what you are saying, apart from interfering in effective listening. Similarly, if you are talking to someone in scorching heat, then the physical discomfort can easily cause you to be disinterested in the conversation.
Physical Disability: Physical disability can also prove to be a barrier for effective
communication. People with physical disabilities generally are at a disadvantage when it comes to gaining employment. People with disability have been marginalized through ages, and this can cause them to have a low self-esteem and social anxiety. It can cause a physically challenged person to have face difficulties in self-disclosure and can hamper his interpersonal skills. This might be the most common type of barrier that blocks the communication process. Anything that can physically distract you is part of this barrier. Some examples like temperatures, phones, or even the building itself can be a distraction.
Perception: There has always been one consistent with communication in the
workplace. That one consistent is called perceptional barriers. The main problem with perception is that we all look at the world differently. One way to avoid perceptional barriers is to remember there are other views points and opinions. Also keep your mind open to new ideas and approaches from these view points. You never know when theres a good idea on the horizon.
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Language barriers: Language that describes what we want to say in our terms
may present barriers to others who are not familiar with our expressions, buzz-words and jargon. When we couch our communication in such language, it is a way of excluding others. In a global market place the greatest compliment we can pay another person is to talk in their language.
Workplace Stress: Dealing with stress in this day and age is a 24/7 activity. It
shouldn't be a surprise of its strong affect on the communication in the workplace. The results of stress on employees can range from change in attitudes, lack of focus and even calling out. These issues can lead to missing deadlines, decreased productivity and weakened communication between employees. Understanding the ins and outs of stress management in the workplace can provide you ways to handle workplace stress.
Interpersonal barriers: There are six levels at which people can distance
themselves from one another: Withdrawal is an absence of interpersonal contact. It is both refusals to be in touch and time alone. Rituals are meaningless, repetitive routines devoid of real contact. Pastimes fill up time with others in social but superficial activities. Working activities are those tasks which follow the rules and procedures of contact but no more. Games are subtle, manipulative interactions which are about winning and losing. They include "rackets" and "stamps". Closeness is the aim of interpersonal contact where there is a high level of honesty and acceptance of yourself and others.
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Use of Simple Language: Use of simple and clear words should be emphasized.
Use of ambiguous words and jargons should be avoided.
Emotional State: During communication one should make effective use of body
language. He/she should not show their emotions while communication as the receiver might misinterpret the message being delivered. For example, if the conveyer of the message is in a bad mood then the receiver might think that the information being delivered is not good.
Avoid Information Overload: The managers should know how to prioritize their
work. They should not overload themselves with the work. They should spend quality time with their subordinates and should listen to their problems and feedbacks actively.
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Proper Media Selection: The managers should properly select the medium of
communication. Simple messages should be conveyed orally, like: face to face interaction or meetings. Use of written means of communication should be encouraged for delivering complex messages. For significant messages reminders can be given by using written means of communication such as: Memos, Notices etc.
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These language barriers create problems for the physician to understand the problem of the patient. This means the doctor can misinterpret the patient and diagnose him incorrectly. The doctor needs to rely on the proxy interpreters or ad hoc interpreters like friends, family, untrained support staff members, or even strangers waiting in the waiting rooms. But these ad hoc or proxy interpreters are not as reliable as professional interpreters. This is because most of the time, they lack the knowledge of medical terminology. Also, if the person misinterprets or explains the symptoms incorrectly, it will lead to misdiagnosis and wrong treatment.
Figure: Language barriers Language Barriers in Health Care Settings Nursing: There are many
healthcare workers in America, who come from all over the world, trying to earn a living or learn medicine with the best healthcare setups in the country. These members of medical staff may not be fluent in English, and have problems communicating with patients. Many nursing staff are from other countries with poor English skills. These nurses may not be able to understand the patient clearly and are not able to help the patient in an appropriate way. This leads to a sharp drop in patient satisfaction, and loss of a client by the hospital. These nursing staff may misinterpret the doctor's orders and give the patient wrong medications. The nursing staff may give the patient a solution to drink, meant to be put in the ears or worse misinterpret the parents of a child with fracture and have them accused for child abuse. A doctor with poor language skills may not be able to explain the patient clearly about their condition or treatment method. This will cause confusion and panic in the minds of an already stressed out patient.
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Results: When your business lands a new contract, has a successful quarter or ends
the year on a high note, let employees know. Giving workers reports on the progress of the company lets them know their work has meaning and their jobs are secure. Even if the company is experiencing difficulties, let workers know the situation to Prepared by: 12 2 41 0004 Page No: 15
quash rumors and minimize exaggerations of any problems and show them you're confident enough about the situation to discuss it openly.
Figure: Appraisal at workplace Personal Note: In addition to general awards and announcements, have managers
send written notes to their subordinates, letting them know their boss is aware of and appreciates their service. A hand-written note or card, rather than an e-mail or text, sends a message that a superior thought enough of the employee to take the time to make praise personal.
Reviews: Employees may be more likely to stay with your business if they feel they
have a chance to grow and move up the ladder. Give employees a written job description. List their duties and communicate to them, in writing, what criteria are used in the annual review. Give new employees a review after 90 days and all employees an annual evaluation. Working at a company with no feedback for many years can lead employees to "coast" in their positions.
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In some cases, issues can be avoided or dealt with efficiently through comprehensive planning prior to executing a project. Other situations require workplace problem solving skills from management and staff in order to avert a crisis. Being able to recognize examples of workplace problem solving will help you to better prepare to deal with work-related issues.
Brainstorming: Workplace sometimes benefit from new ideas and this can call for
brainstorming. Management and staff come together in a room and start writing down the first ideas that come to their minds. Then the group expands on what it perceives as being the best ideas until the foundation of a solution is created. Brainstorming is an excellent way to get input from a variety of staff members and managers that can give your company the options it needs to create a workable solution.
Delegation: Each member of a work group has his own set of responsibilities.
Those responsibilities are based on that staff member's experience and educational background. Part of workplace problem-solving is respecting the delegation of responsibility and allowing each employee and manager to contribute his bit of information to the overall problem. Respecting delegated responsibility also helps the work group to become more efficient as a team and will increase overall team productivity.
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New Hires: When new employees are brought into the organization, they need to
receive a comprehensive introduction into the proper ways to communicate throughout the organization. Companies that do not include communication training in their new-hire orientation programs will be forced to struggle with new hires that are forced to learn proper communication procedures by a process of hit and miss.
Open discussion & solution: Gather employees and openly discuss the communication barriers that have arisen.
All parties involved should understand the goal is to resolve the communication issues to improve the work environment. Explore the reasons why communication barriers have been built. Determine possible solutions for removing the communication barriers. Focus on what is wanted, rather than what is not wanted. This keeps the conversation positive. Agree on the solution that seems the most likely to work, a solution that everyone in the room feels comfortable with. If one or two people don't feel comfortable with the solution chosen, they should discuss their concerns with management privately. Evaluate the progress made after a reasonable amount of time. If the communication barriers persist, hold another meeting to discuss what went wrong, and how to move forward.
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Conclusion:
Overcoming communication barriers at work is not possible if one does not know what is causing them. To avoid further problems of miscommunication, one should understand the importance of communication in the workplace and strive to achieve it. Only then can one hope to eradicate the problems in the workplace and achieve a healthy and successful working environment. Effective business communication or workplace communication is a necessity in this competitive corporate world. A good dialog among the employees can alone make sure the success of quick and proper learning process. With good communication, team members will be able to take right decisions in favor of the company and increase its profitability considerably.
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References:
Raymond V. Lesikar, Marie E. Flatley, Kathryn Rentz, Business Communication (Making Connections in a Digital World), (McGraw-Hill Companies 11th Edition).
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