NATIONAL INSTITUTE OF KARNATAKA,

SURATHKAL
COURSE: PROFESSIONAL COMMUNICATION

COURSE CODE: SM110

PROGRAM: B.TECH I SEMESTER

FUNDAMENTALS OF COMMUNICATION
 INTRODUCTION

• Communication is one of the essential dimensions of all social interaction. Communication may be
defined as a reciprocal stimulation and response system between individuals. In simpler terms, it may
be described as the process by which we receive and convey information. Communication
encompasses the entire range of personal, social and professional relationships that human beings
share.
• Communication can be described as the exchange of information, ideas and knowledge between
sender and receiver through an accepted code of symbols. Communication exists in a wide range of
forms: from two people having a face to face conversation, to hand signals, a political speech, a film-
script, even to messages or emojis sent over global telecommunication networks.
• The term “communication” comes from the Latin word communicare, meaning “to share, to impart,
or to commune.” Whether it is an informal social situation or a formal academic or professional
situation, we need to share information, ideas and knowledge with others. It is therefore a dynamic,
multidimensional interactive process of sharing by using common sets of signs, symbols or language.
• THE STAGES OF COMMUNICATION
• The environment within which the entire communication process takes place is also called the communication
context or frame of reference. Both the sender and the receiver participating in the process should be familiar with
the context. If one of them is not aware of the rules and patterns of behaviour in a certain environment,
communication may be ineffective. For example, if someone is unfamiliar with the game of cricket, the umpires’
signals will have no meaning.
• The communication process exists as a flow through a sequence or series of steps.
• Step 1
• Sender conceives an idea depending on his or her knowledge, experiences, abilities, as well as the purpose of
communication and the context of the communicative situation.
• Step 2
• Sender chooses appropriate symbols that depend upon selecting the right language, right medium of
communication, right form. S/he then encodes the idea and formulates the message.
• Step 3

Sender sends the message through a suitable channel (oral, written, visual, electronic). This also involves choosing the
proper time (when to communicate), proper place (where to communicate) and a proper way (how to communicate).
• Step 4

Receiver deciphers the symbols, analyses and interprets the message. Any misinterpretation of a message at this stage can
lead to a communication breakdown and create confusion and misunderstanding.
• Step 5

Receiver sends a response or feedback that is observed by the sender. Communication can be successful only when the
receiver’s response is congruent with the meaning the sender wants to convey. Otherwise, there is miscommunication.
• For example, if you are hungry, you encode the following message to send to your roommate: “I’m hungry. Do you want to
get pasta tonight?” Your roommate receives the message, decodes your communication and turns it back into thoughts in
order to make meaning out of it. We don’t just communicate verbally but have various options, or channels for
communication. Encoded messages are sent through a channel, or a sensory route on which a message travels, to the
receiver for decoding. While the message can be sent and received using any sensory route (sight, smell, touch, taste, or
sound), most communication occurs through visual (sight) and/or auditory (sound) channels. If your roommate is using
headphones, you may need to draw his attention by waving your hands before you can ask him about dinner.
• In brief, the essential features of effective communication
are –
• a common communication environment
• cooperation between the sender and the receiver
• selection of an appropriate channel
• correct encoding and decoding of the message
• receipt of the desired response and feedback
• The success of communication is measured in terms of not only the effective transmission of the
message but also achievement of the intended result. Sometimes the presence of noise can be a
hindrance in the communication process. Noise can be defined as an unintended intervention in the
communication environment that causes an obstacle in the transmission of the message and distorts
interpretation. Noise may mainly occur due to two reasons: disturbance in the channel/medium and/or
an error in the message sent. Examples of channel noise are distortion due to faulty background, noise
in telephone lines, or volume from high-pitched loudspeakers. In written communication, for example,
illegible handwriting can be classified as channel noise. In another instance, a simple query – “Feel like
a sandwich?” will be understood as an invitation in a particular country, but it might bewilder an
English speaker from a country where this colloquialism does not exist. Thus, cultural differences and
technical or semantic barriers can also affect the clear delivery of a message.
• On the other hand, ambiguous sentence structure,
grammatical errors, incorrect spellings and
punctuation, connotative meaning of a word
interpreted differently by the sender and the
receiver are examples of noise arising from errors
in the message itself.
 CHANNELS OF COMMUNICATION IN THE WORKPLACE
• Communication serves as an instrument to measure, monitor and enhance the success or growth of an
organisation. By integrating the managerial functions and serving to influence the behavior and
attitudes of people through persuasion, it encourages them to perform in order to achieve
organisational objectives. People in organisations communicate formally with those immediately
above and below them, as well as those at their own level. Information about policies and procedures
originates from executives and flows down through managers to supervisors and finally to lower-level
employees. The interaction between the different individuals working in a company or organisation
takes place through four different channels:
• Upward Communication
• Downward Communication
• Horizontal/Lateral Communication
• Diagonal/Spiral Communication
• Upward Communication
Upward communication refers to the transfer of information, requests,
reports, proposals and feedback from the subordinates to their superiors. It
promotes a healthy working atmosphere within an organisation by giving
the subordinates opportunities to share their views and ideas with their
superiors. It also enables the involvement of employees in the decision-
making process or problem-solving in the organisation. It can create an
environment of trust and respect and implement participative decision-
making or empowerment. However, for the successful running of an
organisation, there should be a balance between the upward or top-down
and or bottom-up flow of communication.
• Downward Communication
Downward communication involves the transfer of information,
instruction, advice, request, feedback and ideas from the higher
authority to subordinate staff. It increases staff awareness and
facilitates implementation of new policies, guidelines, decisions,
evaluation and appraisal of the performance of employees. This
top–down kind of communication can take many forms – memos,
notices, face-to-face interactions, or telephonic conversations.
Horizontal/Lateral Communication
Horizontal communication takes place between professional peer groups or
people working at the same level of organisational hierarchy. Downward or
upward communication can at times impede and delay timely and accurate
transfer of information, which is why lateral communication which is less
formal and structured, is often needed to ease coordination, save time and
bridge the communication gap among various departments. Regardless, they
can also lead to conflicts when employees bypass formal vertical channels in
order to achieve their goals, or when superiors find out that certain decisions
have been taken without their knowledge.
• Diagonal/Cross-wise Communication
Sometimes communication flows in all directions and cuts across
functions and levels within a particular hierarchy. This is generally
used to quicken the information flow, improve understanding and
coordinate efforts for the effective functioning of an organisation.
Such movement of information is termed “diagonal communication”.
Since there is no specific line of command, diagonal communication
is also referred to as cross-wise, radial or circular communication,
depending upon the structure of the organisation.