Lesson 2 Language of Communication Important Notes

Lesson 2 Language of Communication

Introduction

In the last unit, we have come across the definitions and some basic features of Communication as well as the ways in which the human communication differs from animal communication. We have also learnt how to become effective communicators. These notions regarding communication probably have given you some information about the communication theory; in this Unit, the focus will be on different aspects of communication such as Verbal Communication and Non-verbal communication.

Thus, this chapter takes you ahead in terms of your understanding of the different communication needs and practices so as to enable you to form certain communicative skills which will make you a better communicator. Parts of this chapter are again taken from the book Communication Skills: Theory and Practice, published from Book Age Publications, New Delhi. This Unit has shortened the chapters from the book so as to make it crisp and concise. For detailed information of whatever is discussed in this unit, you can further refer to the book which will not only provide you with more information on communication but will take you a step further in understanding the communication needs of human beings.

 

Levels of Communication

Human beings communicate at different levels depending of the various needs that they have as we live in a society where without communicating we cannot think of forming relationships.

The different levels of communication are –

· Extra personal communication

· Intrapersonal communication

· Interpersonal communication

· Organizational communication

· Mass communication

Extrapersonal Communication

In Extra personal Communication, human beings interact with non-human entities. We often communicate with our pets which can be termed as Extra personal communication.

 

Intrapersonal Communication

Intrapersonal Communication happens when we communicate with ourselves which we often do for various reasons.

 

Interpersonal Communication

Interpersonal communication refers to all communications that we share with other human beings.

Organizational Communication

Communication that happens within an organization is termed as Organizational Communication. There are different kinds of communication within an organization –

· Internal-Operational – within the organization but operational and professional in nature

· External-Operational – with people/organizations outside about professional things

· Personal – all communication not dealing with operational or professional communication

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Mass Communication

When the communication is with a large audience then it is termed as Mass communication. Mediums like newspapers, magazines, journals, books, audio visual mediums (radio, TV, and Internet etc.) are used to communicate with the masses. Even musical and theatrical performances, cinema, etc. are forms of mass communication.

 

Types of Communication

Communication can be classified into the following kinds –

· formal and informal,

· verbal and non-verbal,

· oral and written, etc.

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.

 

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.

 

(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.

(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.

· 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.

· 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.

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.

 

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.

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

Flow of Communication

· Vertical Communication: Vertical communication consists of both upward and downward communication in an organizational communication chain– that is, communication between the superiors and the subordinates within an organization’s hierarchy. For smooth functioning of an organization, there should be a balance between superiors communicating to the subordinates (Downward) and the subordinates communicating to the superiors (Upward).

· Horizontal/Lateral Communication: Horizontal or Lateral Communication is communication between employees who are at the same hierarchical level in an organizational hierarchy.

· Diagonal Communication: In Diagonal Communication, the flow of communication is in all directions and it cuts across an organization’s hierarchy, making it quick and efficient.

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Communication Networks

Formal Patterns / Networks: The formal patterns or networks in organizations can be categorized into five divisions:

· Chain Network: In Chain Networks the members of the network communicate through intermediaries who relay the messages to the top.

· Y Network: In a Y network, the member at the fork of the “Y” is the central person.

· Wheel Network: In Wheel Networks, individual members communicate with the central member separately. The central member is a superior authority who controls all the communication.

· Circle Network: In Circle Networks, members communicate with the person next to him or her. Therefore one member can communicate with two. In this kind of network, there is no central figure; hence it is a kind of egalitarian network.

· All Channel Network: In all channel networks, as the term suggests, all the members have the freedom to communicate with anyone he or she wants to communicate with. Therefore fast exchange of information can happen in this network.

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.

· 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 mala fide 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.

 

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.

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.

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.

 

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.

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.

· 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.

· 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.

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.

· 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.

· 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.

· 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.

 

7 Cs of Effective Communication

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, 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 effective.

Listening

It is important to speak well, but it is more significant to be a good listener. Listening is not the same as hearing. We hear many sounds coming to us from various corners, but we do not bother to fathom the significance of all those sounds. It is only to some sounds we turn our attentive ears as they mean something significant to us. It is important to listen carefully as it is the first step towards being a better communicator.

There are many kinds of listening –

· Evaluative listening: While listening to the arguments in a Board meeting, the directors of a company evaluate the arguments of the speaker while listening; it can be called evaluative listening.

· Discriminative listening: Suppose in the Annual Dinner of a company the Director is chatting with all the staff of the organization informally, where some are listening to what he is saying while others are busy with their own discussions. This can be an example of discriminative listening.

· Appreciative listening: When one listens with a kind of appreciation for what is spoken, it is called appreciative listening. For example, if someone is presenting the financial report of a company and people are nodding heads in appreciation, it can be an example of Appreciative listening.

· Emphatic/Empathetic listening: When one listens to the speaker with empathy or sympathy, then it is called Emphatic Listening. For example, if in a negotiation, one party is presenting her/his point of view and the other party sympathizes with her/his point of view, then it can be called Emphatic listening.

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