Q.4. ‘Communication is the nervous system of a business organisation.’ In light of this statement, explain the meaning and significance of communication in organisational context. (2012-13, 13-14)
Or ‘Communication is the life-blood of business.’ Explain.
Ans. According to Henry Mintzberg, managers perform three major roles-Interpersonal, Informational and Decisional. Communication helps managers in performing each of these roles effectively.
In interpersonal roles, managers interact with their superior, peer and subordinates.
In informational roles, they receive and give information to people inside and outside the organisation.
In the decisional roles, they take important decisions and communicate them to organizational members for their effective implementation.
It is through communication only that the manager informs the employees about what they have to do and how the work has to be done. The importance of effective communication system increases with the increase in the size of business, growing competition, and advancement in technology.
‘Communication is the life-blood of business or nervous system of a business organisation’, as it helps the management and its business in the following ways:
1. Facilitates Planning: Communication facilitates planning in number of ways. Participation of executives in planning is a precondition for getting the task done. This can be secured only through interaction and communication.
2. Basis for Decision-making: Communication helps management in arriving at vital decisions. If the right type of information is not available at the proper time due to lack of communication, it may not be possible for management to consider all the pros and cons before taking a decision.
3. Achieve Effective Coordination: Communication helps in synchronising activities of different individuals and groups to bring about the unity of action. Liaison men who are employed to coordinate work of different individuals in the organization need to evolve communication between different parts of the organisation.
4. Facilitates Better Administration: Communication is important in the performance of all managerial functions. Planning which is one of the primary functions of management requires detalle communication among the managerial and other personnels.
5. Creates Mutual Trust and Confidence: An effective communication system helps the man to convey his ideas, views, decisions, suggestions and feelings to the employees. On the other the employees also get the opportunity to express their feelings and communicate their ideas reactions.
6. Motivation of Employees: Motivation of employees largely depends upon the effectiveness of communication. Sharing of information with employees helps management to secure their willing cooperation.
Q.5. ‘It is feedback that completes the process of communication.’ Elaborate this statement.
Ans. A communication often leads to other communications. A message sent is followed by a reaction or response from the receiver, which requires another message to be communicated by the sender and so on. The reaction or response of the receiver is known as feedback. The process of communication then becomes a circular process as shown in figure.
Fig. Communication process.
Importance of Feedback in the Communication Process
Communication is a process which involves a sender of message and a receiver. Communication is complete only when the receiver is able to interpret the message as desired by the sender and responds to it. Communication is regarded as a two-way process. It includes sending of a message and response to that message. The receiver may or may not agree with the point of view of the sender of the message. However, for communication to be complete, the receiver must understand the message in the same sense as intended by the receiver.
As shown in the figure, the process of communication begins when one person (the sender) wants to transmit a fact, idea, opinion or other information to someone else (the receiver). This fact, idea or opinion has meaning to the sender, whether it be simple and concrete or complex and abstract. The next step is to translate or convert the message into a language which reflects the idea. That is, the message must be encoded. The encoding process is influenced by content of the message, the familiarity of sender and the receiver and other situational factors.
After the message has been encoded, it is transmitted through an appropriate channel or medium. Common channels in organisation include meetings, memos, letters, reports, e-mail and telephone calls. After the message is received, it is decoded, that is, the receiver translates the message into terms meaningful to him.
In order to be effective, the process of communication should involve the element of ‘Feedback also. Feedback is essential as it decreases the potential and probability of distortion between the intended and the received message. As shown in figure, feedback loop provides a channel for the receiver’s response which enables the communicator to determine whether the message received is exactly same as the message sent.
Feedback provides a kind of check to see how successfully the message is transmitted and interpreted by the receiver. The various functions of feedback in the communication process are as follows:
1. Feedback helps in evaluation of what is right and what is wrong in a particular communication.
2. Feedback enables the communicator or the sender of the original message to know whether the audience is interested in the subject matter or not.
3. Feedback helps in reinforcing, giving rewards or punishments. (2009-10)
Q.6. Mention what are the different Cs of the communication. (2010-11)
Or Briefly explain the seven Cs of effective communication. (2011-12)
Or Elucidate seven Cs of communication. (2012-13)
Or Write down 7Cs of communication.
Ans. 7Cs of Communication: For transmitting effective written or oral messages, certain principles must be followed. They are also called as ‘Seven Cs’ of communication. They are:
1. Completeness: Every communication must be complete and adequate. Incomplete messages keep the receiver in questioning, creates misunderstanding and delay actions. Every person should therefore, be provided with all the required facts and figures. For example, when the factory supervisor instructs workers to produce, he must specify the exact size, shape, quality and cost of the product.
2. Conciseness: In business communications, you should be brief and be able to say whatever you have to say in fewest possible words without sacrificing the other quality. A concise message is complete without being wordy.
3. Clarity: The message must be put in simple terms to ensure clarity. Words must mean the same thing to the receiver as they do to the sender. Complete issues must be compressed into themes, slogans or stereotypes that have simplicity and clarity. In order to ensure clarity in oral communication you should use accurate and familiar words with proper intonation, stresses and pauses. Your message should carry such a language that consist of simple words and short sentences.
4. Correctness: The term ‘Correctness’ as applied to business messages means right level of language and accuracy of facts, figures and words. If the information is not correctly conveyed the sender will lose credibility. Transmission of incorrect information to outsiders will spoil the public image of the firm. To convey correct messages, grammatical errors should be avoided. Thus, you should ensure that you are transmitting correct facts in correct language.