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Guidelines for Effective Communication

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Shamim Ansary:

There are a lot of communication barriers faced these days by all. The message intended by the sender is not understood by the receiver in the same terms and sense and thus communication breakdown occurs. It is essential to deal and cope up with these communication barriers so as to ensure smooth and effective communication.

As, in the previous section we have discussed the major barriers of communication. Let’s talk about how to overcome these barriers of communication.

01. Eliminating differences in perception: The organization should ensure that it is recruiting right individuals on the job. It’s the responsibility of the interviewer to ensure that the interviewee has command over the written and spoken language. There should be proper Induction program so that the policies of the company are clear to all the employees. There should be proper trainings conducted for required employees (for eg: Voice and Accent training).

02. Use of Simple Language: Use of simple and clear words should be emphasized. Use of ambiguous words and jargons should be avoided.

03. Reduction and elimination of noise levels: Noise is the main communication barrier which must be overcome on priority basis. It is essential to identify the source of noise and then eliminate that source.

04. Active Listening: Listen attentively and carefully. There is a difference between “listening” and “hearing”. Active listening means hearing with proper understanding of the message that is heard. By asking questions the speaker can ensure whether his/her message is understood or not by the receiver in the same terms as intended by the speaker.

05. 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.

06. Simple Organizational Structure: The organizational structure should not be complex. The number of hierarchical levels should be optimum. There should be a ideal span of control within the organization. Simpler the organizational structure, more effective will be the communication.

07. 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.

08. Give Constructive Feedback: Avoid giving negative feedback. The contents of the feedback might be negative, but it should be delivered constructively. Constructive feedback will lead to effective communication between the superior and subordinate.

09. 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.

10. Flexibility in meeting the targets: For effective communication in an organization the managers should ensure that the individuals are meeting their targets timely without skipping the formal channels of communication. There should not be much pressure on employees to meet their targets.

Shamim Ansary:

An organization is an individual’s first home as one spends the maximum time here only. No organization runs for charity, it is really important that the organization achieve its goals. How does an organization become successful ? How will an organization achieve its goals ?.

The employees are the assets for any organization and the profitability of any organization is directly proportional to the labour put by its employees. Putting labor does not mean getting involved in hard physical work or digging the gold mines, it actually refers to the smart work done by employees, transparency between the team members, free flow of information from the superior to the subordinates. How does free flow of information happen? How is the transparency between the team members achieved ? - Through Communication and not only through communication but effective communication.

In organizations the barriers in communication go a long way in distortion of the message and the information does not reach in its desired form.

Imagine a situation where you want some report from your team members which needs to be forwarded to the managing director of the organization. What if your team misinterprets your information, screws up the project and fails to submit it within the deadline. The managing director will literally sit on your head and make your life miserable. The poor communication can actually cost you your job.

Let us now understand how barriers in communication effect business communication.

Noise acts as a devil in business communication. Any information downloaded at a noisy place is bound to get distorted and result in a complete mess.

Petty wanted to go through the complete budget of the sales, marketing and the operations team. She passed on this information to Joe at his workstation around which lots of other employees were shouting, the base phone was constantly ringing and the photocopier machine was making a terrible noise. At the end of the day, Joe submitted the report but the budget for the operations team was missing in the report. Joe actually had heard only about sales and marketing department and thus skipped the report of the operations team. Petty fired Joe and even stopped his appraisal. Unwanted distractions, noise, chit chats of the other employees etc played the culprit and poor Joe missed out on his promotion. Noise reduces the chances of the correct flow of information from the sender to the receiver. If the office is noisy, errors are bound to happen and thus increasing conflicts among the team members and decreasing the efficiency of the employees.

Unorganized and Haphazard thoughts also lead to ineffective communication in organizations. Business communications are bound to suffer due to ineffective communication. If any individual wants something from his team members, he first must be himself very clear what actually he expects from his team. The boss must clearly mention his team member’s key responsibility areas in clear words to avoid wastage of manpower, duplicacy of work, effective time management and more output from them.

Not cross checking among themselves or with the superiors also spoils the business communication to a large extent.

Misha was sharing her phone number with her client and she never bothered to verify with her client whether he has noted the correct number or not. One day, the client had a major query and he had to discuss with Misha on an urgent basis. He kept on trying the same number which Misha gave but someone else was responding. He then had to call the front desk lady to get connected with Misha and obviously he was furious. The client had wrongly noted Misha’s number and thus wasted his precious time and lost his temper. While sharing any important contact number it is the responsibility of the speaker to cross check with the listener. Email ids must be spelled out properly to avoid wrong spellings and unnecessary wastage of time.

During any business meeting, presentation or seminar, the speaker has to be very careful about his pitch and tone. It has been observed that during seminars or presentations only the front benchers are attentive, the last benchers are almost lost in their own sweet world. The person who chairs the meeting has to speak very clearly, has to be very confident and must maintain a tone audible to everyone, even to the individuals sitting on the last row. Information must pass to them also to expect the best out of them and increase their efficiency. Try to make the seminar or the meeting interactive. Dont just speak, also invite questions from the team. After any seminar or meeting, the superior or the in charge must send the minutes of the meeting through e mail to all the required recipients to avoid last minute confusions and discrepancies. The speaker must ensure whether everyone is clear or not ?

In any organization, it is mandatory to understand which employee can do a particular assignment, and which employee is not fit for a particular role. Chelsea was not keen for a branding profile but his boss could never understand her interest and always wondered why Chelsea was not effectively performing ? In any organization, before assigning responsibilities to the employees, it is a must to understand the employee and his area of specialization and interest. Communication will be for sure ineffective if a person from an accounting background is asked to deliver a presentation on sales techniques. He is bound to get nervous and the message will fail in creating the required impact. Don’t just impose work on any employee, give him the work he enjoys doing the most.

Difference in thought process also results in a poor communication in business areas. A boss and the employee can never think on the same level. Let us try to understand the situation with the help of an example.

Jude to Harry - “Harry, I need the complete financial report by end of the day”

By financial report, Jude actually meant the complete financial analysis, which would include the complete details of how much the company spends in advertising, promotional activities, and other marketing activities.,analyse the inflow and outflow of expenditure patterns and so on.

Harry could never understand Jude’s thought process. He simply compiled the expenditure details and handed over to Jude. Jude was obviously not happy. He was expecting much more from Harry. Harry had to resubmit the project resulting in duplicacy of effort and wastage of time. Jude should have made it very clear from the very beginning what all he was expecting from Harry. He kept half of his things within himself and did not share with Harry. Poor Harry had to redo his work. Every individual has a different mindset, different level of understanding and thus it is important to share each and every detail with others and clarify the things from the very beginning.

One should remember that the listeners are also a part of the conversation. The listeners must give their feedback at the end of the conversation. If you are not clear what your boss is expecting out of you, or what you are actually supposed to do, please ASK. Don’t hesitate, ask questions. Don’t hide your queries, ask and clear your doubts then and there only. Your boss will only feel happy if you share your queries with him.

For the successful running of an organization, it is important that transparency is maintained among the employees at all levels. Communication barriers must be overcome in organizations to ensure the free flow of information between the sender and the recipient and for an effective communication among the employees. Effective communication reduces the error rate, reduces conflicts and mis understandings and in turn increases the profitability of the organization. Every employee must try their level best to avoid the communication barriers in organizations for an effective business communication.

Shamim Ansary:
Communication is a process beginning with a sender who encodes the message and passes it through some channel to the receiver who decodes the message. Communication is fruitful if and only if the messages sent by the sender is interpreted with same meaning by the receiver. If any kind of disturbance blocks any step of communication, the message will be destroyed. Due to such disturbances, managers in an organization face severe problems. Thus the managers must locate such barriers and take steps to get rid of them.

There are several barriers that affects the flow of communication in an organization. These barriers interrupt the flow of communication from the sender to the receiver, thus making communication ineffective. It is essential for managers to overcome these barriers. The main barriers of communication are summarized below.

Following are the main communication barriers:

01. Perceptual and Language Differences: Perception is generally how each individual interprets the world around him. All generally want to receive messages which are significant to them. But any message which is against their values is not accepted. A same event may be taken differently by different individuals. For example : A person is on leave for a month due to personal reasons (family member being critical). The HR Manager might be in confusion whether to retain that employee or not, the immediate manager might think of replacement because his teams productivity is being hampered, the family members might take him as an emotional support.

The linguistic differences also lead to communication breakdown. Same word may mean different to different individuals. For example: consider a word “value”.

        A. What is the value of this Laptop?
        B. I value our relation?
        C. What is the value of learning technical skills?

   Communication Barriers

   “Value” means different in different sentences. Communication breakdown occurs if there is wrong perception by the receiver.

02. Information Overload: Managers are surrounded with a pool of information. It is essential to control this information flow else the information is likely to be misinterpreted or forgotten or overlooked. As a result communication is less effective.

03. Inattention: At times we just not listen, but only hear. For example a traveler may pay attention to one “NO PARKING” sign, but if such sign is put all over the city, he no longer listens to it. Thus, repetitive messages should be ignored for effective communication. Similarly if a superior is engrossed in his paper work and his subordinate explains him his problem, the superior may not get what he is saying and it leads to disappointment of subordinate.

04. Time Pressures: Often in organization the targets have to be achieved within a specified time period, the failure of which has adverse consequences. In a haste to meet deadlines, the formal channels of communication are shortened, or messages are partially given, i.e., not completely transferred. Thus sufficient time should be given for effective communication.

05. Distraction/Noise: Communication is also affected a lot by noise to distractions. Physical distractions are also there such as, poor lightning, uncomfortable sitting, unhygienic room also affects communication in a meeting. Similarly use of loud speakers interferes with communication.

06. Emotions: Emotional state at a particular point of time also affects communication. If the receiver feels that communicator is angry he interprets that the information being sent is very bad. While he takes it differently if the communicator is happy and jovial (in that case the message is interpreted to be good and interesting).

07. Complexity in Organizational Structure: Greater the hierarchy in an organization (i.e. more the number of managerial levels), more is the chances of communication getting destroyed. Only the people at the top level can see the overall picture while the people at low level just have knowledge about their own area and a little knowledge about other areas.

08. Poor retention: Human memory cannot function beyond a limit. One cant always retain what is being told specially if he is not interested or not attentive. This leads to communication breakdown.

Shamim Ansary:
Receivers are not just passive absorbers of messages; they receive the message and respond to them. This response of a receiver to sender’s message is called Feedback. Sometimes a feedback could be a non-verbal smiles, sighs etc. Sometimes it is oral, as when you react to a colleague’s ideas with questions or comments. Feedback can also be written like - replying to an e-mail, etc.

Feedback is your audience’s response; it enables you to evaluate the effectiveness of your message. If your audience doesn’t understand what you mean, you can tell by the response and then refine the message accordingly.

Giving your audience a chance to provide feedback is crucial for maintaining an open communication climate. The manager must create an environment that encourages feedback. For example after explaining the job to the subordinated he must ask them whether they have understood it or not. He should ask questions like “Do you understand?”, “Do you have any doubts?” etc. At the same time he must allow his subordinated to express their views also.

Feedback is essential in communication so as to know whether the recipient has understood the message in the same terms as intended by the sender and whether he agrees to that message or not.

There are lot of ways in which company takes feedback from their employees, such as : Employee surveys, memos, emails, open-door policies, company news letter etc. Employees are not always willing to provide feedback. The organization has to work a lot to get the accurate feedback. The managers encourage feedback by asking specific questions, allowing their employees to express general views, etc. The organization should be receptive to their employee’s feedback.

A manger should ensure that a feedback should:

    Focus on a particular behavior - It should be specific rather than being general.

   Impersonal - Feedback should be job related, the manager should not criticize anyone personally.

    Goal oriented - If we have something negative to say about the person, we should always direct it to the recipients goal.

    Well timed - Feedback is most effective when there is a short gap between the recipients behaviour and the receipt of that feedback.

    Use “I” statements - Manager should make use of statements with the words like “I”, “However” etc. For example instead of saying”You were absent from work yesterday”, manager should say”I was annoyes when you missed your work yesterday”.

    Ensure understanding - For feedback to be effective, the manager should make sure that the recipients understands the feedback properly.

    While giving negative feedback to the recipient, the manager should not mention the factors which are not in control of the recipient.

Shamim Ansary:
Grapevine Communication (Informal Business Communication)
Grapevine is an informal channel of business communication. It is called so because it stretches throughout the organization in all directions irrespective of the authority levels. Man as we know is a social animal. Despite existence of formal channels in an organization, the informal channels tend to develop when he interacts with other people in organization. It exists more at lower levels of organization.

Grapevine generally develops due to various reasons. One of them is that when an organization is facing recession, the employees sense uncertainty. Also, at times employees do not have self-confidence due to which they form unions. Sometimes the managers show preferential treatment and favour some employees giving a segregated feeling to other employees. Thus, when employees sense a need to exchange their views, they go for grapevine network as they cannot use the formal channel of communication in that case. Generally during breaks in cafeteria,the subordinates talk about their superior’s attitude and behaviour and exchange views with their peers. They discuss rumours about promotion and transfer of other employees. Thus, grapevine spreads like fire and it is not easy to trace the cause of such communication at times.

Examples of Grapevine Network of Communication

    A. Suppose the profit amount of a company is known. Rumour is spread that this much profit is there and on that basis bonus is declared.
    B. CEO may be in relation to the Production Manager. They may have friendly relations with each other.

Pros and Cons of Grapevine Communication
Advantages of Grapevine Communication

    01. Grapevine channels carry information rapidly. As soon as an employee gets to know some confidential information, he becomes inquisitive
          and passes the details then to his closest friend who in turn passes it to other. Thus, it spreads hastily.
    02. The managers get to know the reactions of their subordinates on their policies. Thus, the feedback obtained is quick compared to formal
           channel of communication.
    03. The grapevine creates a sense of unity among the employees who share and discuss their views with each other. Thus, grapevine helps in
          developing group cohesiveness.
    04. The grapevine serves as an emotional supportive value.
    05. The grapevine is a supplement in those cases where formal communication does not work.

Disadvantages of Grapevine Communication:

   01.  The grapevine carries partial information at times as it is more based on rumours. Thus, it does not clearly depicts the complete state of
          affairs.
    02. The grapevine is not trustworthy always as it does not follows official path of communication and is spread more by gossips and
          unconfirmed report.
    03. The productivity of employees may be hampered as they spend more time talking rather than working.
    04. The grapevine leads to making hostility against the executives.
    05. The grapevine may hamper the goodwill of the organization as it may carry false negative information about the high level people of the
          organization.

    A smart manager should take care of all the disadvantages of the grapevine and try to minimize them. At the same time, he should make best possible use of advantages of grapevine.

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