Ritu Raj Bindass: COMMUNICATION IN EVERYDAY LIFE

Unit-I Theory of Communication

1.1 Introduction 1.2 Learning Objectives 1.3 Defining Communication 1.4 Process of Communication 1.5 Function of Communication 1.6 Effective Communication 1.7 Types of Communication 1.8 Barriers to Communication 1.9 7 Cs of Effective Communication

The word “communication” is used to mean any activity in which information, emotions and feelings are conveyed from one to another. The word “communication” is derived from the Latin word “communicare” which means ‘to share’, that is, to share information, ideas, emotions, knowledge amongst people - to share meaning. It is also thought that the Latin word “communis” which means ‘commonness’ is another root word for communication. Communication is the commonest thing that each of us share with fellow human beings. So from that perspective both words “communicare” and “communis” are significant in providing meaning to the idea of communication. Whether we communicate or miscommunicate, communication has a significant role in our everyday life as we spend a lot of time communicating. We communicate with our friends, family, relatives, colleagues, employers, and with many people we may not know very well and even with perfect strangers. It is only through communication that we fulfill our different needs - whether they are personal, emotional, psychological, educational, social, financial, professional or cultural. We cannot think of our lives without communication. It is essential to our existence. Hence, we should be able to communicate effectively in a coherent, clear and concise manner as success in our life depends on effective communication. Even in our professional life, our success depends on effective communication. It is through communication that information is disseminated, distributed, shared among people; it is through communication that important decisions are taken, shared and made known to people within and outside organizations. Moreover, companies communicate about their products or services to consumers through advertisements. Thus, without communication no business organization can survive. But communication in general and communication in professional world are different as the objectives are different. For example, in today’s world, we communicate a lot over our mobile phones. When we talk to our friends, relatives and near and dear ones, we communicate for hours where the communication is not that of need, but of everyday things which make the bonding between the communicators strong. But in case of a professional world, it is diametrically opposite, as we need to talk sense in a clear, concise, logical and coherent manner if we want to make a mark. Suppose you are in an office meeting, if you are not able to present your thoughts in a coherent, logical manner then the chances are that your ideas will not have any audience.

DEFINING COMMUNICATION

The word “Communication” has many definitions. In 1970, communication theorist Frank Dance counted more than a hundred distinct definitions of communication proposed by experts in the field. In the years since that survey, even more definitions have surfaced. By drawing from these multiple definitions, we can define communication as a systemic process in which people interact with and through symbols to create and interpret meanings. Generally, we define communication as the process of transfer of information between two sources with the information being understood by both. • According to MT Myers and GE Myers, “Communication refers to special kind of patterning, which is expressed in a symbolic form. For communication to take place between or among people, two requirements must be met: 1. A symbolic system must be shared by the people involved (we need to speak the same language or jargon or dialects); and 2. The associations between the symbols and their referents must be shared.” • According to Fearing, “It is a two-way process which cannot be adequately understood in terms of simple engineering or mechanical analogies. It is uniquely a human relationship from which, emerge all civilizations and culture without which, man as we know him, could not survive”.

PROCESS OF COMMUNICATION

Communication is a process in which at least two individuals are involved – Sender or the encoder of the message and the receiver or the decoder. The sender has an idea/ need/ motivation / desire to communicate to the listener/s and s/he encodes the message in language (it can even be a gesture or paralanguage) and sends the message using a particular medium/ channel (such as oral or written or electronic) to the receiver/s. The receiver tries to decode so that s/he comprehends what the encoder means/ intends. If the encoder and the decoder share the same basis of encoding and decoding the sounds and symbols, then the communication succeeds. But if the semantic base of the sender and the receiver is different, then it leads to miscommunication. Miscommunication or hampered communication can also happen if appropriate channel or media is not used or if the communication environment is noisy (we will deal with Noise at greater length while discussing Communication Barriers).This is only one aspect of communication. Communication is complete only when the decoder sends feedback to the encoder which tells the sender whether her/his message has been grasped or not.

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FUNCTION OF COMMUNICATION

The function of communication differs from context to context:

1. In the individual context: • It provides knowledge • It gives way to commercial success. • It enforces and adjusts behavioral patterns. • It helps in socialization and building relationships. • It creates legends. 2. In the social context: • It educates people and makes them capable on various fronts. • It persuades the targeted subjects to buy products and/or services. • It generates enthusiasm in the minds of the targeted subjects to develop or modify views on particular issues • It dissuades them form eschewing some habits, products or services that are harmful to them or to the society in general. • It provides in social revolution and transformation. • It helps in social revolution and transformation • It performs incidental neutral functions. • It builds an image of individuals or of non-business organisations in the minds of the masses. 3. In the organisational context: • It serves as an essential tool • It assists in decision making • It keeps the employees enlightened. • It informs the employees informed about their obligations. • It builds good employer-employee relations. • It facilitates the basic management process. • It directs with finesse. • It interacts with the members of the external environments. • It co-ordinates employees’ actions. • It promotes leadership effectiveness. • It gives feedback of the lower cadres. • It evaluates performances for control

EFFECTIVE COMMUNICATION

To be an effective communicator, certain significant things should be kept in mind – • We must know what the objective of our communication is. Without an aim, we can be good at saying things in an informal setting (like talking to our friends or relatives), but for formal communication, such as in an office meeting or in a seminar or while talking to the boss in office, we cannot merely blabber for no reason at all, we need to have a concrete aim or objective in mind. • When the objective is set, then the next step is to present our thoughts, emotions, feelings, etc. with clarity and integrity. If we are not able to present our thoughts clearly, then how can we expect the listener/s to understand and respond? • The medium chosen for communication should be one both the parties are conversant with. For example, we must make sure that we communicate in a language in which the listener/s is/are comfortable. Moreover, we should also choose the medium depending on whether it is written or oral communication. • An appropriate environment is also necessary for proper delivery of message. Without a proper environment there is always a chance that the message will be misunderstood or not properly understood. • Paralinguistic features such as tone, pitch voice, pronunciation, appropriate gestures and postures, facial expressions, eye contact, dressing, etc. affect the oral communication process. No communication is complete without a feedback. Only when we receive a feedback we know whether whatever we intended has been comprehended by the listener/s or not. Feedback may not always be in the form of a verbal response. If you are presenting a paper and see your listeners nodding their head then you understand that they are agreeing to what you are saying, but if a majority of them are yawning or fidgeting with something or the other, then it is evident that they are bored. The nodding of the head and yawning are examples of body language through which we get feedback of how effective we are in communicating our ideas orally.

TYPES OF COMMUNICATION

Communication can be classified into the following kinds –

• Verbal and non-verbal

• Formal and informal • Oral and written 1.7.1 Verbal and Non-verbal Communication Communication can also be divided into categories like verbal and non-verbal. Whereas verbal communication includes both oral and written communication, non-verbal communication includes any communication which is neither oral nor written, and includes modes such as postures, gestures, dressing, etc. Verbal Communication In verbal communication, language is used according to the established rules of grammar/syntax to communicate emotions and feelings, and to share information and meaning. Depending on the way we use words, by speaking or by writing, verbal communication is divided into two categories – Oral and Written. Oral communication or speech is the more frequently used medium of communication. There are reasons for it to be so. Some of these reasons are: • We need not be literate to speak as is needed in written communication. All human beings have the competence to speak one or more languages. And to achieve it, he or she does not need to be taught in a formal educational environment. • Human beings are born with a language acquisition device (LAD) which disposes them to learn a language when they grow up in a socio-cultural environment. A child learns spoken language naturally just by imitating the elders around him or her. • We speak more than we write as it is a faster, and a more spontaneous and economical medium of communication

Non-Verbal Communication In many cases, no words are exchanged, yet communication happens as we can also communicate through our body language which is a non-verbal communication. It is perceived that non-verbal cues form a major part of communication process (93%) therefore it is significant that we focus our attention to this aspect of communication. The non-verbal cues are Kinesics, Proxemics, Chronemics, Haptics, Paralanguage, Silence and Sign language. Kinesics Kinesics is the study of body’s physical movements for the purposes of communication, that is, the way our body communicates without words, through various movements of its parts. For example, nodding one’s head communicates acceptance. Some body movements during communication are conscious, whereas others we do unconsciously. The unconscious body movements are very significant pointers in interpreting messages. (i) Personal Appearance: Our first impression matters a lot. Before someone starts communicating, others form an opinion about her/him just by perceiving how the person has tried to present herself/ himself. Appearance includes clothes, hair, accessories, and cosmetics and so on. In today’s context, the purpose of clothing has changed from fulfilling a basic need to expressing oneself. (ii) Posture: Posture refers to the way we hold ourselves when we stand, sit, walk, talk or choose not to talk. Our postures change according to circumstances. When one is nervous, one usually starts fidgeting with something or the other like mobile phones. (iii) Gestures: Gestures are movements made by hands, head or face. Appropriate gestures supplement verbal communication and are also communication in their own right. (iv) Facial Expressions: Facial expressions communicate to the receiver the intent of the message. (v) Eye contact: Often our eyes communicate better than the words we utter. Words become more powerful when the speaker makes eye contact with the listener/receiver of the message. Proxemics: Space or lack of it between the sender and the receiver of the message also speak volumes. When one hugs someone, though no words are exchanged but the warmth of the relationship can be felt by both. This is communication. The study of physical space in interpersonal relations is called Proxemics. Edward T. Hall (1966) divides the communication space into four distinct zones

• Intimate: The Intimate zone extends just to 18 inches (one and a half feet). Members of family, lovers, spouses, relatives, and parents usually communicate in this zone. A handshake, a pat on the back or a hug are some of the examples of communication in the Intimate zone.

• Personal: The Personal zone stretches from 18 inches (one and half feet) to 4 feet. Close friends, colleagues, peers, communicate in this zone. This zone is personal and is quite a relaxed and casual place

. • Social: Social zone is in the radius of 4 feet to 12 feet. In this zone, relationships are more formal and official. The distance between you and the interviewers in an interview is an example of social zone

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. • Public: Public zone starts from 12 feet and may extend to 25 feet or to the range of eyesight and hearing. Events are formal in this zone. For example, When the Prime minister or the President of India addresses the masses, they usually keep a distance from them for security reasons. It is an example of public zone. Chronemics: How we manage our time communicates a lot about the kind of person we are. The study of the use of time to communicate is known as Chronemics. In the professional world, time is a valuable resource. When we are late for an appointment, people react negatively. If we arrive early, we are considered over-eager. Haptics: Language of Touch: We also communicate with our sense of touch, which is known as Haptics. The way we communicate by our physical contact or by touching the other person is known as Haptics. Kissing, slapping, or shaking hands are ways of Haptics. Paralanguage: Paralanguage is the way meaning is conveyed by how we say things while speaking. When a telephone bell rings and you pick up the receiver and hear the word “hello” it not only greets you, but also tells you about the gender of the person, the voice is of someone familiar, and the sociolinguistic and educational background of the person calling. All these are not contained in the word “hello” but are manifest in the way the word is spoken.

Paralanguage consists of various aspects – Vocalizations of Words.

There are different dimensions of it based on– a) Volume Variation b) Speed of Speaking c) Pauses d) Word Stress e) Inflections (Inflections are the small bits of sounds that are attached to utterances.) f) Non-fluencies (sounds such as “ummm” or “errr”. These sounds are called nonfluencies.) Sign Language Sign language refers to symbols which are commonly used within a particular community or communicative group to mean something that is constant for all the members of that community. For example, Traffic signals are signs or symbols that are common all over the world. These signs are abstractions which people agree on the meanings to make it work. Other examples of signs are road signals, graphs, maps, alarms, sirens, etc.

• Audio Signs

• Visual Signs

• Audio-visual signs

Formal and Informal Communication Depending on the circumstance and the person/s one is interacting with, one chooses whether to communicate formally or informally. In that sense, communication can be categorized into formal and informal. Grapevine is the other name for informal communication. Mostly in the professional world, we tend to communicate formally as the occasion demands it; but in our personal life we are usually informal. Informal Communication or Grapevine Though members of an organization communicate at a formal level, but that does not satisfy the human hunger for interaction and building interpersonal relationships. We all tend to communicate personally with some members of our organization beyond our professional obligations. Hence, there is a need for informal communication, also known as Grapevine. Grapevine Chain Keith Davis (1980) points out that there can be four possible configurations of Grapevine– • Single Strand Chain – where information passes from A to B and then B from C and so on. In this case there is very little chance of verification of information. • Gossip Chain – where person A sends information to all others in the group. • Probability Chain – where person A sends information randomly without specifically choosing a recipient of the message. • Cluster Chain – Person A sends message to B and C and each of them then conveys it to a cluster of others. The sender is selective about the receiver when s/he sends the message, and then the receiver takes up the role of the sender and sends it to multiple people. As mentioned, the Grapevine can be misused in the following ways –

• The information passed on or circulated can be inaccurate and sometimes can have a malafide intention. • Messages can easily be distorted as there is no written document for reference. • It is usually difficult to find out the origin of the message as information is anonymous, often leading to spread of rumours. Grapevine can also be effectively used by organizations as – • The channel is speedy and spontaneous. • It is primarily an oral medium and consequently inexpensive. • The network is multidirectional and therefore the flow of information is flexible. • It can be used as an important feedback channel. • Grapevine can also help in participatory decision-making. • It can be used as a parallel channel by organizations to complement the formal channel. • It can help in building interpersonal relationships within an organization and hence can create a harmonious work environment

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BARRIERS TO COMMUNICATION

Communication is a smooth transmission of information, ideas, emotions and feelings (and more importantly transmission of meaning) from one to another where the intended message encoded by the sender is grasped by the receiver and s/he responds accordingly. But in many cases we fail to communicate the desired information, knowledge or emotion as some barrier crops up between the sender and the receiver which prevents successful communication, distorts the message or hampers the process and makes communication meaningless. For example, when we are communicating orally it may happen that the communication environment is noisy and consequently the receiver of the message is not able to hear us clearly. The noisy environment is a barrier to communication. It may also happen that two unknown persons accidentally meet and want to communicate but do not have a common language that can be the medium in which they can communicate. Or maybe when we are writing if our handwriting is illegible or we use very subject-specific jargon which the receiver has no knowledge of, then the communication would not achieve its desired goal. In these cases, illegible handwriting or the highly-specialized-jargonized language are barriers to communication. In short, it can be said that barriers to communication can simply be defined as anything that prevents the smooth exchange of meaning between a sender and receiver. In the field of business communication, the communication barrier or any unwanted interference between the speaker/encoder and the receiver/decoder which hampers the communication flow is termed as Noise. Noise here does not merely refer to the physical noise but to any barrier that prevents the flow of communication. If the barrier or the noise is of a technological nature then it can easily be avoided as technical snags can be corrected easily. Suppose, you are in a basement of a building where the reception of a mobile network is not very good and you receive a call, it is always advised that you move out of the basement to let the communication be smooth. But if the noise or the barrier is due to some human error, then it takes a long time and sustained effort to correct as the human errors are linked to one’s habits and psychology. For example, if one has a problem of always assuming a sense of superiority whenever communicating, then it can easily become a deterrent for others to be attentive to her or his thoughts and emotions. The person’s sense of superiority can lead others to feel that they are deliberately and consciously being underrated, leading them to be detached or indifferent to the message being communicated. 1.8.1 Classification of Barriers to Communication Noise or barriers can be of two kinds: 1. Channel Noise 2. Semantic Noise The difference between the Channel Noise and Semantic noise can be summarized as – Channel Noise develops externally (that is, external to the message) whereas the Semantic Noise is internal to the message. Channel Noise When there is any unwanted interference or snag in the medium of communication process it is termed as channel noise, for example, a noisy market place and illegible handwriting can be termed as channel noise as in both the cases the factors that create communication failure are not an intrinsic part of the message – in one case it is the communication environment which is not suitable for communication and in the other the medium of communication, i.e. writing, is not readable. There can be many kinds of channel noise. Below are some of the causes with examples of Channel Noise: • Physical Noise in the Channel: Undesirable physical noise is a great barrier to communication. Any physical noise which is not related to the communication process can cause a barrier. • Use of Inappropriate Media: Inappropriate selection of media to communicate messages can lead to miscommunication or may not have the desired result. For example, you are the manager of a company which is bidding for a tender; will it be possible to bid for tender using oral communication? Oral communication is an inappropriate media for a bid for tender. • Multiple Transfer Stations: If a clerical staff of an organization figures out a mistake in some document and wants to communicate it to the Director and informs her/his higher official who then informs her/his superior and then her/his superior to the Director, then it may happen that because of the Multiple Transfer Stations, the content of the message is lost. It may also happen that the message changes in its tone and meaning because of it being transferred too many times which hampers the communication. • Information Overload: A message should only provide that much information as is required to understand it. Too much of information can lead to a situation where the intended message is lost. • Fear of Superiors: It often happens that one wants to pass on some information to one’s superior, but s/he cannot do it as s/he feels that the senior/superior would get offended. Often the way superior would react makes us not to communicate what we truly feel or think which can be a major barrier to smooth functioning of an organization. • Negative Presuppositions: One usually has a feeling that a memo is always issued to seek clarification or to warn or to inform, whereas a memo can also be issued to congratulate someone. People have a negative presupposition about memos. So when someone gets news that her or his friend got a memo, s/he starts feeling bad without any reason. • Communication Selectivity: When we are selective in our listening, it can be a barrier to communication. It also can be a significant barrier when one decides to read only parts of a document • Poor Listening: If one is a poor listener than it can itself be a barrier to communication. Listening is a significant thing in the process of communication. Semantic Noise Semantic Noise can be defined as noise or barrier that is generated from within a message. As language is connotative, that is, meaning of a word is not always stated directly and can also be implied; therefore the communication process fails many times as the same word is interpreted differently by different people. For example, if someone says that ‘the bark is strong’ then the meaning of the sentence will depend on the context in which it is spoken. In one context it may mean a dog’s bark and in another the bark of a tree. So if the context is not given to us then the meaning becomes inaccessible. Sometimes ambiguity in the language may also cause semantic noise, for example, if one says – “I saw Ravi going with some old men and women”, one is not sure whether the adjective ‘old’ applies only to the men or also to the women. There can be numerous such examples of semantic noise. Below are some of the causes with examples of Semantic Noise. • Limited Vocabulary: Limited vocabulary can become a significant barrier to communication as it can create not only a problem in understanding things, but also may lead to a situation where the person is not able to express what s/he intends to express. One also has to keep in mind that having an extensive vocabulary does not always ensure that one would be a good communicator. For effective communication, one should know which words to use in which circumstances. Moreover, words have their literal meaning (denotative) as well as symbolic (connotative) meaning. One should have knowledge about both to use them in right situations and also to comprehend them when they are used by others. • Incompatibility between Verbal and Non-verbal Language: We communicate not only with our words, but also with non-verbal cues – dress, eye contact, physical touch, facial expressions, gestures, postures, etc. Often we use non-verbal cues or body language consciously, but many a times the non-verbal cues are unconscious. It is essential that our gestures and postures are compatible with our words. Whenever it is not so, we are misinterpreted or misunderstood. • Varied Perception due to Different Backgrounds, such as Cultural: Each one of us perceives the same incident or entity in a different way which can lead to communication failure. For example, the librarian of your college called a library committee meeting to discuss the issue of books being stolen from the library. The chairperson of the committee came to the meeting and pointed out that stealing of books suggests that the students are interested in gaining knowledge and recommended that all books to be replaced and at the most security measures can be tightened. Many others in the meeting felt that this was not the solution, yet they did not say anything as they did not dare to oppose the Chair. This is an example of varied perception because of the ways in which we try to look at the world. Our background decides the way we interpret a message. To a poor person who is suffering from hunger, the beauty of a full moon does not appeal. Our social, cultural, financial, educational and psychological background decides the way we try to make sense of the things around us, including words. Thus while one communicates, if s/he does not keep in mind the background of the audience or the receiver and communicate accordingly, then there is always a chance that s/he will be misunderstood or misinterpreted. • Wrong Assumptions and Inferences: Wrong Assumptions can often lead to miscommunication. Suppose there is a string of letters that are written by two departments regarding a certain issue and one department writes a letter to the other department without referring to the earlier communications in this regard when the Head of the other department has changed. There is always a chance that the letter would not serve its purpose. • Blocked Categories/Categorical Thinking: In general, we react positively to an information only if it is in consonance with our own views and attitudes. Conversely, when we receive information that does not conform to our personal views, habits, and attitudes, or appears unfavorable to us, we tend to react negatively or even disbelieve it. Rejection, distortion, and avoidance are three common, undesirable, and negative reactions to unfavorable information. For example, you think that you can never deal with matters related to accounts as you are very poor in that field. So whenever any document reaches you from the Accounts section, you immediately pass on the work to someone else thinking that you will not be able to handle it. This is an example of blocked categories. • Emotional, Psycho-social Unsettled State: It is true that none of us can be unemotional, as emotions are an integral part of human life, but when emotions are not moderated, they can become a barrier to communication. It can lead to a situation where one reacts negatively to situations which can act as barriers to communication.

Strategies to overcome Barriers to Communication If one desires to be an effective communicator then one needs to learn ways to avoid barriers or noise so that communication failures do not happen. When a particular communication fails to evoke any response or the desired response because of some noise or barrier to communication, then the following steps can help solve the problem: Identify the problem – Find the cause or barrier – Work on alternative solutions – Opt for the best solution – Follow up rigorously The first step is to identify the problem. When we can identify the problem, then we can find a solution for it. To identify the problem, it is necessary that one analyzes the feedback or the lack of it carefully. Once the barrier is located, then one can figure out easily the cause of the barrier and can look for all possible solutions. The best solution should then be opted for and then followed consciously so that the barrier does not crop up again. It is thought that for effective communication there is a need to follow certain norms which are known as “7 Cs of Effective Communication.” These norms apply both in written as well as oral communication. The 7 Cs of communication are– 1. Completeness - Any communication must be complete, in the sense that a message should convey all the facts required for the comprehension of the message. 2. Conciseness – Conciseness refers to the fact that while communicating one should try to make a message as short as possible to make it effective. Conciseness in communication not only saves time but is also cost effective and highlights the message making it more appealing and comprehensible for the audience/reader. 3. Consideration – Consideration in communication implies that the sender of message steps into the shoes of the audience/readers in terms of their viewpoints, background, Check Your Progress 1. What are the two kinds of Barriers/ Noise? 2. Explain the difference between the two. 3. What are the main causes for the occurrence of these Barriers? 1.9 7 CS OF EFFECTIVE COMMUNICATION

mind-set, education level, etc. to ensure that the message sent is comprehended properly by the receiver(s). 4. Clarity – Clarity in communication implies that the message should be as clutter free as possible and that it is easily understandable. To put a message across with clarity, one needs clarity of thought. And when one has clarity of thought one can use exact, appropriate and specific words to express oneself. 5. Concreteness – Concreteness in communication implies being particular and clear rather than fuzzy and general. One should be specific in terms of quoting figures and facts as it makes communication effective and trustworthy and there is less chance of the message being misinterpreted. 6. Courtesy – Courtesy in communication implies that the sender should respect the receiver/s in terms of being polite, judicious, reflective and enthusiastic. It creates a positive atmosphere for communication and leads to effective communication. 7. Correctness – Correctness in communication implies that there are no grammatical errors, no dubiousness in facts and figures. Correctness in communication builds up trust between the sender and the receiver and makes communication

MOST IMPORTANT QUESTIONS FOR THIS CHAPTER UNIT -1

1. Define Communication.

2. Explain the importance of effective communication.

3. What are the two essential requirements for any kind of communication.

4. Explain the process of communication with the help of a diagram.

5. What is the function of communication in the social context?

6. What function does communication fulfil in the context of an organization ?

7. If you wish to be an effective communicator, what are the things you should pay attention to?

8. What do you understand by ‘feedback’? Why is it important?

9. What is Grapevine communication?

10. How can it be misused?

11. What are the two kinds of Barriers/ Noise?

12. Explain the difference between the two.

13. What are the main causes for the occurrence of these Barriers?

14. Explain in brief the 7 C’s of effective communication.

15. (a) Find examples of non-verbal communication in the passage. (b) Find examples of effective communication by the pitch of the voice in this speech. (c) Where do we find feedback to the speech in this passage? What is the feedback? (d) Listening is as important as speaking. List examples from the above passage to show that the children are alert listeners. (e) Define ‘Grapevine’ and locate relevant example(s) in the passage. (f) Define ‘Social Space’ and locate relevant example(s) in the passage. (g) Semantic noise is defined as barrier that is generated within a message, and is caused by factors such as limited vocabulary, cultural differences, and blocked categories. Find an example of semantic noise in the passage and explain why you think it occurs here.

16. (h) The 7 Cs of effective communication are Completeness, Conciseness, Consideration, Clarity, Concreteness, Courtesy and Corrrectness. Find examples of any three of these in the passage above.

TTHANKS

Ritu Raj Bindass

Friday, 12 January 2024

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