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COMMUNICATION SKILLS
Course objectives
The main objective of this course is to transform the students into better communicators. Thiscourse seeks to give adequate coverage of the basic principles and concepts of communication
necessary for management students. It helps the students to understand the different forms of
communication, the intricacies of formal and informal communication, oral and writtencommunication and also be able to understand non verbal communication.
Learning outcomes
Student will describe the components of communication.
Student will understand the formal communication network in an organization.
Student will describe the features of grapevine and be able to manage it.
Student will understand legal and ethical dimensions of communication.
Student wil easily be able to understand non verbal messeges.
Student will be able to communicate effectively in a multi cultural environment.
Student will be able to plan, conduct and participate in business meetings.
Student will become efficient in written and oral communication.
Course Content
1. Meaning, importance and purpose of Communication
2. Process of Communication
3. Communication in Organization
4. Management of Communication
5. Barriers to effective communication
6. Report writing
7. Communication technology & its Impact on Office Procedures and
Automation.
Taught by Prof Farha Hassan
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Chapter 1
Meaning, importance and purpose of communication
Communication
Meaning
Communication is a process of transferring information from one entity to another.
Communication processes are sign-mediated interactions between at least two agents that share arepertoire of signs and semiotic rules.
Communication is defined as
"The imparting or interchange of thoughts, opinions, or
information by speech, writing, or signs".
The word communication is originated from the Latin word called communis which
means make common, that means sharing of information, or intelligence.
Effective communication is all about conveying your messages to other people clearly and
unambiguously. It's also about receiving information that others are sending to you, with as littledistortion as possible. Doing this involves effort from both the sender of the message and the
receiver. And it's a process that can be fraught with error, with messages muddled by the sender,
or misinterpreted by the recipient. When this isn't detected, it can cause tremendous confusion,
wasted effort and missed opportunity.
In fact, communication is only successful when both the sender and the receiver understand the
same information as a result of the communication. By successfully getting your message across,you convey your thoughts and ideas effectively. When not successful, the thoughts and ideas that
you actually send do not necessarily reflect what you think, causing a communications
breakdown and creating roadblocks that stand in the way of your goals both personally andprofessionally.
In a recent survey of recruiters from companies with more than 50,000 employees,communication skills were cited as the single more important decisive factor in choosing
managers. The survey, conducted by the University of Pittsburghs Katz Business School, points
out that communication skills, including written and oral presentations, as well as an ability towork with others, are the main factor contributing to job success.
In spite of the increasing importance placed on communication skills, many individuals continue
to struggle, unable to communicate their thoughts and ideas effectively whether in verbal or
written format. This inability makes it nearly impossible for them to compete effectively in theworkplace, and stands in the way of career progression.
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Being able to communicate effectively is therefore essential if you want to build a successful
career. To do this, you must understand what your message is, what audience you are sending it
to, and how it will be perceived. You must also weigh-in the circumstances surrounding yourcommunications, such as situational and cultural context.
Communication is a process whereby information is enclosed in a package and is channeled andimparted by a sender to a receiver via some medium. The receiver then decodes the message and
gives the sender a feedback. All forms of communication require a sender, a message, and an
intended recipient; however, the receiver need not be present or aware of the sender's intent tocommunicate at the time of communication in order for the act of communication to occur.
Communication requires that all parties have an area of communicative commonality. There are
auditory means, such as speech, song, and tone of voice, and there are nonverbal means, such as
body language, sign language, paralanguage, touch, eye contact, through media, i.e., pictures,graphics and sound, and writing.
Communication is thus a process by which meaning is assigned and conveyed in an attempt to
create shared understanding. This process requires a vast repertoire of skills in interpersonal andinterpersonal processing, listening, observing, speaking, questioning, analyzing, and evaluating.
It is through communication that collaboration and cooperation occur.
IMPORTANCE AND PURPOSE OF COMMUNICATION
Nearly 80% of our work time goes in communicating. The entire world is moving on
communication. Our day starts with communication.
What is communication, sharing, exchanging ones feeling with others is called communication.
We have many acts like; listening, reading, writing, speaking, facial expressions, movements,
colours, gestures, ideas, facts, information, opinions etc.
We express ourselves in many ways. Mainly in group of human beings communication is
essential, infact it is a must factor. Lets think what will happen to a family, a classroom, anoffice or a church without communication. The main purpose of the situation is depending
upon the communication.
Communication creates and executes the situation under all the circumstances. Hence, thecommunication is an in thing in our day-to-day life. It is an important aspect of behaviour;
human communication is affected by all factors that influence human behavior.
Business Communication
Communication used to promote a product, service, or organization; relay information within thebusiness; or deal with legal and similar issues. It is also a means of relying between a supply
chain, for example the consumer and manufacturer.
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Business Communication is known as "Communications." It encompasses a variety of topics,
including Marketing, Branding, Customer relations, Consumer behaviour, Advertising, Public
relations, corporate communication, Community engagement, Research & Measurement,Reputation management, Interpersonal communication, Employee engagement, Online
communication, and Event management. It is closely related to the fields of professional
communication and technical communication.
In business, the term communications encompasses various channels of communication,
including the Internet, Print, Radio, Television, Ambient media, Outdoor, and Word of mouth.
Business Communication can also refer to internal communication. A communications director
will typically manage internal communication and craft messages sent to employees. It is vital
that internal communications are managed properly because a poorly crafted or managedmessage could foster distrust or hostility from employees.
Communication is the main integrated ingredient of the business. No business can grow without
proper communication channels. Communication helps the business to flourish. Communicationin any business should be very simple. Simplicity in communication channels would lead the
company to the success.
Business Communications is defined as the process of transmission of information within the
business environment.
In earlier times, it was thought communication finesse is required only for marketing and sales
personal. However, today, we know all the people irrespective of their occupation needed good
communication skills at all the levels and in all the time. If it comes to an organizational level,we could make out or well imagine how their communicating power should be in dealing with
their entire public, those includes workers, managements, customers, bankers, suppliers etc.
Effective communication is useful for both organizations as well as for an individuals.
Importance in Business Communication
There are number of important advantages of business communication:
Managing Complexity all around.
Better understanding and cooperation can take place
The big organization management
There is more cohesion in the organization
The image of the company increases Profitability in creases
Opportunities available in the market can be known easily
Saves time
The employee turn over will be less
Customer interaction is better
Dissemination and collection of information is easier.
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Objectives of Communication
Communication is an important tool or instrument to achieve the purpose and goals of aninstitution.
1. InstructionInstruction is information about how to carry out a process or procedure. Thought should be
communicated clearly for running any organization. Every piece of work requires an
instruction (communication).
2. Education & TrainingEducation is the development of the abilities of the mind. Training is practical education or
practice in some skill, under the guidance and supervision of an expert. Education andtraining are both informative as well as persuasive. Both lead to discipline and development
through learning, and practice. Special communication skills are required to accomplish
these objectives.
3.MotivationMotivation means providing a person with a motive , an incentive, an inner urge to make
effort to do his best. Managers constantly try to improve performance in the workplace by
motivating the staff.
4. Raising Morale
Morale is the state of mind and of discipline and spirit of a person or a group. In a work
place, it is reflected in the individual and collective actions of the employees; it reflects their
level of discipline and confidence. People with high morale feel good about themselves andare highly motivated and have the courage to face problems and meet challenges.
5. Counseling
Counseling is specialized form of advice. Stress, tension and some emotional problems can b
e sorted out, treated and corrected at the health counseling centre of the company.
6. Persuasion
It involves making efforts to change or influence the attitudes and behavior of others.
Persuasion is achieved by skilful appeal to emotions. The style and tone of persuasive
communication is different from the style and tone of informative communication.
7. Appreciation
Showing and expressing praise for the work of others. Appreciation by managers andsupervisors when employees do good work and make achievements creates a good attitude
among the staff.
8. Complaints
Complaint is made when there are faults or defects in the system or in the goods supplied or
services rendered, so that they may be corrected. A complaint may be oral or written . Within
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an organization, minor complaints may be adjusted by oral communication. In commercial
transactions, it is necessary to make complaints in writing.
9. Discussions
Plans and projects require discussion and review, formal and informal meetings are held for
this purpose. Daily routine matters may be settled by informal discussion. Discussionsamong persons of equal status have an educative value, and are used in training programs.
Chapter 2
PROCESS OF COMMUNICATION
Introduction
Sharing of ideas, feelings, concepts and emotions is called Communication. The science of
communication is as old as the man himself. From time immemorial, the need to communicateor share is felt. Different vehicles/channels were identified and subsequently improved for the
purpose of transmission of ideas and concepts.
Definitions
Communication is an exchange of facts,ideas, opinions or emotions by two or morepersons.
By- W.H.Newman & C.F.Summer
Communication is a process of Informationand understanding for one person toanother.
By- Keith Davis
Attributes of Communication:
1. Communication is a dynamic process: The message grows and develops even if the same
people talk about the same things repeatedly. Every time anyone engages in
communication, they bring to it their moods, experiences, thoughts and feelings.Unexpected responses and reactions occur. People change it in accordance with their own
attitudes and environment.
2. Communication is both an interaction and transaction: The two participants of the
communication process exchange ideas and information and influence each other in the
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process. They also become aware of each others thoughts and opinions on the topic being
communicated.
3. Communication is a two-way process: Communication is complete only when the sendergets a response from the receiver. We cannot say that communication is taken place when
we instruct someone, or talk to someone. It is when they follow the instructions or respond
to what we say, that the communication cycle is completed.4. Communication is systematic and continuous: It goes on in a proper and orderly way
without stopping in some way or the other. Silence, body language and facial expressions
contribute to carrying on the continuous process. Feedback is used to improve a certainprocess of production in the factory. The improved process can lead to further discussions
and requirements. Communication is a never-ending process. It will never stop.
5. Communication can be intentional or unintentional: It takes place whether we plan to do
it or it is done unconsciously. Very often we communicate what we had no intention ofsaying. Many times we are not able to say what we want to. For example, a son fails in his
exam. His father tell him that it does not matter, but the tone of his voice and body language
can tell him that it DOES matter.
Communication process
Communication is a continuous process. It is a five step process. Basically it is an activity
of passing the information between two, the sender and the receiver.
The sender has an idea, the
Idea becomes message
The message is transmitted
The receiver gets the message
The receiver reacts and sends feedback.
The entire transmission constitutes the communication process or cycle.The source or sender initiates the process of communication. The sender has to be clear
about the purpose of the communication.
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The process of putting the idea into symbols is called encoding.
It requires the selection of suitable symbols those can represent the idea.
Selection of the medium depends on the various situations:
Urgency of the message
Finances available
Effectiveness of the medium
Availability of the medium
The relationship between the two communicants
Time available
Knowledge of using the medium.
The receiver receives the message through the medium and decodes the symbols into
understandable information.
Decoding is the reverse of encoding. Feedback is the knowledge of the receivers response to ourcommunication.
In written communication feedback is slow. Whereas in face-to-face communication, the
feedback is immediate.
In mass communication media like radio, TV, Newspapers, internet communication the feedback
is very slow and negligible, so delayed and almost non-existent. But since it is so important, the
special efforts through surveys are organized to collect from people. The results of the surveysare useful to modify or improve the programs. The important requirement for getting a
successful feedback is to be a patient listener.
Chapter 3
Communication in Organization
There are two aspects of communication in organizations.
1. The development and maintenance of a communication pattern to ensure harmonious
relationship among the employees.2. The use of technology to secure quicker and more effective flow of information.
Patterns of Communication in Organization
An Organization is a body of persons working for a well-defined common goal. To achieve it
each member of this body has to be in constant touch with each other. We can classify Businesscommunication into two areas:
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Vertical Communication:
The vertical communication is both downward and upward. Here the interaction occurs between
the superiors and the subordinates. This communication is both upward and downward. The top
management keeps on sending some information to the employees and also devises ways ofeliciting information from them and thus the lines of communication kept open. The two way
movement is essential to keep the organization in healthy state.
Horizontal Communication:
The horizontal communication flows between the individuals of the same status and peer groups
informed of what others are doing and what others are doing and what is expected of them. Thecommonality of interest towards the achievement of organizational goals sustains the flow.
Diagonal Communication:
The diagonal communication occurs between the departments of an organization. Unless there is
support/cooperation between the departments which are interdependent no organization canfunction. For this purpose there should be effective communication between the departments of
an organization.
Communication performs a number of functions and plays a significant role in the running and
growth of an organization. We may classify these functions as follows:
Internal communication: The communication within the organization.This happens
to generate and disseminate information to direct and instruct employees
to maintain and improve morale
to cultivate a sense of belonging
External Communication: The communication with the outside public. This includes both
government and private. This is an essential feature of all businesses. External communication
occurs
to sell and obtain goods and services,
to liaise with other organizations and
to create goodwill.
It is obvious that conveying all the information to everybody would be a meaningless
exercise. For proper functioning of a communication system the following questions shouldbe asked and the answers constantly reviewed on the basis of reliable feedback:
(i) What information is to be conveyed?(ii) Who requires it?
(iii) What should be its form?
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(iv) What techniques of dissemination should be used?
(v) What technological aids should be used?
There is a network of communication within every organization. Such a network indicates
clearly the lines of communication. Generally there is no direct communication between the top
management and the employee at the lowest rung of hierarchy and vice versa. The longer thedistance , the greater are the chances of communication distortion or failure. Therefore an
efficient organization often provides for an informal contact outside the usual channels of
communication.
GRAPRVINE/INFORMAL COMMUNICATION
Every organization has an informal communication channel: a Grapevine, this supplements theofficial channel. The grapevine, often called the rumor mill, is perhaps the best-known informal
communication system. It is actually an inherent component of the internal, formal
communication system. When people talk casually during coffee breaks and lunch hours, the
focus usually shifts from topic to topic. As people go out of their work, they have casualconversation with their friends in office.
Those friends can be from any department or may be occupying any hierarchical level in the
organization. Although some of the conversations relate to personal matters, business is alsodiscussed. In fact, 80% of the information that is discussed in the grapevine related to business.
In addition, employees rely on the grapevine as their main source of information.
In recent years, the importance of communication has greatly increased as a result of the growing
complexity in organizational and individual behavior under the impact of rapid industrialization
and modern technology. In rapid changing world of today it is clear that todays communicationsystems will not meet the demands of tomorrow. So there is a need for constant review and
modification.
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Chapter 4
MANAGEMENT OF COMMUNICATION IN ORGANISATIONS
One of the greatest concerns of an organization is how to deal with the accumulation of
information and at the same time keep its communication pattern strong and healthy enough to
bear the burden of handling enormous data. The emphasis is on speed, efficiency and facility torecall the required information at a short notice. Here the technology comes in a big way to help
organizations keep their communication pattern vibrant and meaningful to meet the increasing
demands.
A well equipped office will have a number of technological aids buzzing with activity. Until
recently, the emphasis was on using electronic equipment for recording and preserving oral
communication. Now there is an equal stress on using technology for what traditionally used to
be recorded and transmitted on paper.
Methods of Communication
Broadly the Process of Communication can be classified into following methods
1. Verbal Communication
2. Non verbal Communication
1. Verbal communication
When words are used in speech, writing, reading etc to communicate, it is called Verbal
Communication. This included both Oral and Written communication.
Oral Communication
Conversations, telephone talk, interviews, presentations, meetings, conferences, group
discussions and speeches etc are the forms of Oral Communication. Oral communicationinvolves the use of words and sound.
Advantages
Oral Communication is speedy and offers interchange at the personal level.
It is also a powerful means of communication.
The feed back is possible immediately as the sender and the receiver will be in direct
contact
It is easier to give any clarification immediately.
At the times oral communication carried on at informal levels.
It can encourage the frankness and the friendship.
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Oral communication does not require much money.
Disadvantages:
Oral communication is not appropriate for lengthy messages.
Long and detailed formal messages are better communicated in a written manner for fearof missing out relevant points in cases of chemical formulas or computer programs.
Oral communication does not have long life as we cannot store the words and can not be
referred later.
There is no legal validity.
Any one can deny what he or she has said before.
And also there are greater chances of misunderstandings.
Types of Oral Communication:
Face-to- face Communication: It is the best mode of Oral communication. The
communication is effective when sender has an eye contact with the receiver. This ispossible between two individuals in a meeting or an interview. Communication flows
both sides and the feedback is possible immediately. If the other person is not interestedor not liking the message the sender can change immediately and make the conversation
fruitful. Face-to-face communication is not possible in large gatherings.
Telephone: Communication over the telephone depends entirely on the voice and the
words used. As the physical presence is not present the clarity of the speech has big role
to play.
Public Speech: A lecture or a public speech can be conducted with or without
microphones. It has face-to-face setting but the distance between sender and the receiveris large. The success of a public meeting depends on the speakers ability to use the
microphone, voice modulation and gestures. His silence can also convey many meetings.
Interview: This will happen between an interviewee and an interviewer. There will be
many interviewers. The meeting is for a specific purpose for a job or selection for a study
program or for entering into a business relationship. When interviewer asks the questionsto the candidate, both the sides will get a chance to assess the other party.
Meeting: Usually a meeting involves a number of persons. The chairman guides the
proceedings and maintains order during the meeting. Depending on he type of meeting,there may or many not be a fixed agenda. If it is a formal meeting , notes are taken
during the meeting, which are called the minutes. All the people involved in a meeting
are constantly communicating. They may be speaking or listening.
Presentation: This is a formal well-prepared talk given by an individual to a group. The
audience is mostly knowledgeable and interested. There can be different purposes togiving a presentation. It can be a sales talk to introduce a new product and advertise it or
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it can be a presentation made to the finance department on the budget and saving
techniques. Visual aids and humor can enhance a presentation and make it more
attractive. The responsibility of the presenter is to make sure that all the listenersunderstand the matter. The presentation is usually followed by question hour when the
listeners get clarifications.
Written Communication
Every thing that is put down on paper by writing comes under the purview of Written
communication. This includes letters, circulars, notices, memos, reports, forms, manuals, journal,
etc.
Advantages
Written communication is precise and accurate as it is usually formulated with great caresince it can be checked and verified anytime.
Once written cannot be refuted.
Written documents have permanent shelf life and can be used for future reference.
In some cases law requires retention of documents.
The records can be referred repeatedly.
Any written communiqu can be sent to many people in many places.
As the visibility rate of the mistakes is more the errors can occur to others.
Disadvantages
Written Communication consumes time for the preparation. It takes time to prepare letters, notes, circulars etc unlike the oral communication which is
much faster. Infact the feedback also takes time.
The receiver would send the feedback only after receiving the document which consumes
time.
Written Communication is expensive as we need writing materials.
As the visibility rate of the mistakes is high, the errors can occur to others which cannot
be rectified instantly by the sender which may cause misunderstanding or damage to theorganization if the error is big.
Types of Written Communication
1. Letter
This is the most commonly used form of written communication. They are mostly used for
external communication. Letters have fixed and formal layout, which must be adhered to. There
can be sales letters, complaint letters, bank correspondence and many others.
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2. Memo
This is an informal communication between members of the same organization and usually
relates to day-to-day work. It is used to convey information and instructions. Memos contain
brief messages and are normally pre- printed formatted papers on which memos are written. Amemo may or may not be signed. It can be personalized for senior managers.
3. Notice
This is used when many people in the same organization have to be given the same information.
A notice should be short and to the point. It should be clear and well spaced for easy reading.
4. Circular
This is a written document giving instructions or orders on a specific matter. For example,
circulars issued by the government departments, universities etc. Circulars have a date forreference and signed by the person who has taken out the circular.
5. Report
This is a written document prepared by an individual or a committee. It is prepared after
research. After the data collection and analysis, the results have to be presented. This is done ina report. It can be detailed or brief.
2. Non verbal communication
Nonverbal communication is a rapidly flowing back-and-forth process. Successful nonverbalcommunication depends on emotional self-awareness and an understanding of the cues youre
sending, along with the ability to accurately pick up on the cues others are sending you. This
requires your full concentration and attention. If you are planning what youre going to say next,
daydreaming, or thinking about something else, you are almost certain to miss nonverbal cuesand other subtleties in the conversation. You need to stay focused on the moment-to-moment
experience in order to fully understand whats going on.
Nonverbal communication is the process of communication through sending and receiving
wordless messages. i.e., language is not the only source of communication, there are other means
also. NVC can be communicated through gestures and touch (Haptic communication), by body
language or posture, by facial expression and eye contact. NVC can be communicated throughobject communication such as clothing, hairstyles or even architecture, symbols and
infographics. Speech contains nonverbal elements known as paralanguage, including voice
quality, emotion and speaking style, as well as prosodic features such as rhythm, intonation andstress. Dance is also regarded as a nonverbal communication. Likewise, written texts have
nonverbal elements such as handwriting style, spatial arrangement of words, or the use of
emoticons.
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Clothing and bodily characteristics
Uniforms have both a functional and a communicative purpose. This man's clothes identify himas male and a police officer; his badges and shoulder sleeve insignia give information about his
job and rank.
Elements such as physique, height, weight, hair, skin color, gender, odors, and clothing send
nonverbal messages during interaction. For example, a study[2], carried out in Vienna, Austria,
of the clothing worn by women attending discothques showed that in certain groups of women(especially women which were in town without their partners) motivation for sex, and levels of
sexual hormones, were correlated with aspects of the clothing, especially the amount of skin
displayed, and the presence of sheer clothing, e.g. at the arms. Thus, to some degree, clothing
sent signals about interest in courtship.
Physical environment
Environmental factors such as furniture, architectural style, interior decorating, lightingconditions, colors, temperature, noise, and music affect the behavior of communicators during
interaction. The furniture itself can be seen as a nonverbal message
Proxemics: Physical space in communication
Proxemics is the study of how people use and perceive the physical space around them. The
space between the sender and the receiver of a message influences the way the message is
interpreted.
The perception and use of space varies significantly across cultures and different settings within
cultures. Space in nonverbal communication may be divided into four main categories: intimate,
social, personal, and public space.
4 such territories have been identified:
1. Primary territory: this refers to an area that is associated with someone who has exclusive
use of it. For example, a house that others cannot enter without the owners permission.
2. Secondary territory: unlike the previous type, there is no right to occupancy, but people
may still feel some degree of ownership of a particular space. For example, someone may sit inthe same seat on train every day and feel aggrieved if someone else sits there.
3. Public territory: this refers to an area that is available to all, but only for a set period, such
as a parking space or a seat in a library. Although people have only a limited claim over thatspace, they often exceed that claim. For example, it was found that people take longer to leave a
parking space when someone is waiting to take that space.
4. Interaction territory: this is space created by others when they are interacting. Forexample, when a group is talking to each other on a footpath, others will walk around the group
rather than disturb it.
Chromatics: Time in communication
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Chromatics is the study of the use of time in nonverbal communication. The way we perceive
time, structure our time and react to time is a powerful communication tool, and helps set thestage for communication. Time perceptions include punctuality and willingness to wait, the
speed of speech and how long people are willing to listen. The timing and frequency of an action
as well as the tempo and rhythm of communications within an interaction contributes to theinterpretation of nonverbal messages. Gudykunst & Ting-Toomey (1988) identified 2 dominant
time patterns:
Example: Monochromic Time
A monochromic time system means that things are done one at a time and time is segmented into
precise, small units. Under this system time is scheduled, arranged and managed.The United States is considered a monochromic society.
Posture
Posture can be used to determine a participants degree of attention or involvement, the
difference in status between communicators, and the level of fondness a person has for the othercommunicator. Studies investigating the impact of posture on interpersonal relationships suggest
that mirror-image congruent postures, where one persons left side is parallel to the others right
side, leads to favorable perception of communicators and positive speech; a person who displaysa forward lean or a decrease in a backwards lean also signify positive sentiment during
communication. Posture is understood through such indicators as direction of lean, body
orientation, arm position, and body openness.
Gestures
A gesture is a non-vocal bodily movement intended to express meaning. They may be articulatedwith the hands, arms or body, and also include movements of the head, face and eyes, such as
winking, nodding, or rolling ones' eyes. The boundary between language and gesture, or verbal
and nonverbal communication, can be hard to identify.
Although the study of gesture is still in its infancy, some broad categories of gestures have beenidentified by researchers. The most familiar are the so-called emblems or quotable gestures.
These are conventional, culture-specific gestures that can be used as replacement for words, such
as the handwave used in the US for "hello" and "goodbye". A single emblematic gesture canhave a very different significance in different cultural contexts, ranging from complimentary to
highly offensive.
Another broad category of gestures comprises those gestures used spontaneously when we speak.
These gestures are closely coordinated with speech. The so-called beat gestures are used inconjunction with speech and keep time with the rhythm of speech to emphasize certain words or
phrases. These types of gestures are integrally connected to speech and thought processes. Other
spontaneous gestures used when we speak are more contently and may echo or elaborate the
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meaning of the co-occurring speech. For example, a gesture that depicts the act of throwing may
be synchronous with the utterance, "He threw the ball right into the window."
Gestural languages such as American Sign Language and its regional siblings operate ascomplete natural languages that are gestural in modality. They should not be confused with
finger spelling, in which a set of emblematic gestures are used to represent a written alphabet.
Gestures can also be categorised as either speech-independent or speech-related. Speech-
independent gestures are dependent upon culturally accepted interpretation and have a directverbal translation. A wave hello or a peace sign are examples of speech-independent gestures.
Speech related gestures are used in parallel with verbal speech; this form of nonverbal
communication is used to emphasize the message that is being communicated. Speech relatedgestures are intended to provide supplemental information to a verbal message such as pointing
to an object of discussion.
Gestures such as Mudra (Sanskrit) encode sophisticated information accessible to initiates that
are privy to the subtlety of elements encoded in their tradition.
Haptic: Touching in communication
Haptic is the study of touching as nonverbal communication. Touches that can be defined as
communication include handshakes, holding hands, kissing (cheek, lips, hand), back slapping,
high fives, a pat on the shoulder, and brushing an arm. Touching of oneself may include licking,
picking, holding, and scratching. These behaviors are referred to as "adaptor" and may sendmessages that reveal the intentions or feelings of a communicator. The meaning conveyed from
touch is highly dependent upon the context of the situation, the relationship between
communicators, and the manner of touch.
Improving your nonverbal communication skills
Before you can improve your nonverbal communication skills, you need to figure out what
youre doing right and where there is room for improvement. The most effective method is to
observe yourself in action:
Video camera Videotape a conversation between you and a partner. Set the camera torecord both of you at the same time, so you can observe the nonverbal back-and-forth.
When you watch the recording, focus on any discrepancies between your verbal and
nonverbal communication.
Digital camera Ask someone to take a series of photos of you while youre talking tosomeone else. As you look through the photos, focus on you and the other persons body
language, facial expressions, and gestures.
Audio recorder Record a conversation between you and a friend or family member. As
you listen to the recording afterwards, concentrate on the way things are said, rather than
the words. Pay attention to tone, timing, pace, and other sounds.
http://en.wikipedia.org/wiki/Mudrahttp://en.wikipedia.org/wiki/Haptic_communicationhttp://en.wikipedia.org/wiki/Handshakehttp://en.wikipedia.org/wiki/High_fivehttp://en.wikipedia.org/wiki/Mudrahttp://en.wikipedia.org/wiki/Haptic_communicationhttp://en.wikipedia.org/wiki/Handshakehttp://en.wikipedia.org/wiki/High_five7/29/2019 Business Comm Notes
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Top 10 Nonverbal Communication Tips
Good communication skills can help you in both your personal and professional life. Whileverbal and written communication skills are important, research has shown that nonverbal
behaviors make up a large percentage of our daily interpersonal communication. How can you
improve your nonverbal communication skills? The following top ten tips for nonverbalcommunication can help you learn to read the nonverbal signals of other people and enhance
your own ability to communicate effectively.
1. Pay Attention to Nonverbal Signals
People can communicate information in numerous ways; so pay attention to things like eye
contact, gestures, posture, body movements, and tone of voice. All of these signals can conveyimportant information that isn't put into words. By paying closer attention to other people's
nonverbal behaviors, you will improve your own ability to communicate nonverbally.
2. Look for Incongruent Behaviors
If someone's words do not match their nonverbal behaviors, you should pay careful attention. Forexample, someone might tell you they are happy while frowning and staring at the ground.
Research has shown that when words fail to match up with nonverbal signals, people tend to
ignore what has been said and focus instead on nonverbal expressions of moods, thoughts, andemotions.
3. Concentrate on Your Tone of Voice When Speaking
Your tone of voice can convey a wealth of information, ranging from enthusiasm to disinterest to
anger. Start noticing how your tone of voice affects how others respond to you and try using toneof voice to emphasize ideas that you want to communicate. For example, if you want to showgenuine interest in something, express your enthusiasm by using an animated tone of voice.
4. Use Good Eye Contact
When people fail to look others in the eye, it can seem as if they are evading or trying to hide
something. On the other hand, too much eye contact can seem confrontational or intimidating.While eye contact is an important part of communication, it's important to remember that good
eye contact does not mean staring fixedly into someone's eyes. How can you tell how much eye
contact is correct? Some communication experts recommend intervals of eye contact lasting four
to five seconds.
5. Ask Questions about Nonverbal Signals
If you are confused about another person's nonverbal signals, don't be afraid to ask questions. A
good idea is to repeat back your interpretation of what has been said and ask for clarification. An
example of this might be, "So what you are saying is that..."
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6. Use Signals to Make Communication More Effective and Meaningful
Remember that verbal and nonverbal communication work together to convey a message. You
can improve your spoken communication by using nonverbal signals and gestures that reinforceand support what you are saying. This can be especially useful when making presentations or
when speaking to a large group of people.
7. Look at Signals as a Group
A single gesture can mean any number of things, or maybe even nothing at all. The key to
accurately reading nonverbal behavior is to look for groups of signals that reinforce a commonpoint. If you place too much emphasis on just one signal out of many, you might come to an
inaccurate conclusion about what a person is trying to communicate.
8. Consider Context
When you are communicating with others, always consider the situation and the context in whichthe communication occurs. Some situations require more formal behaviors that might be
interpreted very differently in any other setting. Consider whether or not nonverbal behaviors are
appropriate for the context. If you are trying to improve your own nonverbal communication,concentrate on ways to make your signals match the level of formality necessitated by the
situation.
9. Be Aware That Signals Can be Misread
According to some, a firm handshake indicates a strong personality while a weak handshake is
taken as a lack of fortitude. This example illustrates an important point about the possibility of
misreading nonverbal signals. A limp handshake might actually indicate something else entirely,such as arthritis. Always remember to look for groups of behavior. A person's overall demeanor
is far more telling than a single gesture viewed in isolation.
10. Practice, Practice, Practice
Some people just seem to have a knack for using nonverbal communication effectively and
correctly interpreting signals from others. These people are often described as being able to "read
people." In reality, you can build this skill by paying careful attention to nonverbal behavior and
practicing different types of nonverbal communication with others. By noticing nonverbalbehavior and practicing your own skills, you can dramatically improve your communication
abilities.
Chapter 5
BARRIERS TO EFFECTIVE COMMUNICATION
Introduction
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Successful performance of an organization depends on effective communication. But an activity
as complex as communication is bound to suffer from setbacks if conditions contrary to thesmooth functioning of the process emerge. They are referred as barriers because they are they
create impediments in the progress of the interaction. Identification of these barriers is extremely
important. Usually these communication barriers are also referred as noise. According to therole observed by the two participants, can categorize the barriers;
Sender Oriented Barriers
Receiver-Oriented Barriers
I) SENDER-ORIENTED BARRIERS
Sender-oriented barriers could be voluntary or involuntary. At any cost, sender should be able to
identify the remedies and also remove them. Basically as the sender is originator he/she should
be extremely careful not to erect barriers. Below are the some sender oriented barriers.
Badly expressed message
The sender should be well prepared .If he is not well versed in the topic under the discussion; he
can not frame the sentences properly and cannot give the accurate information which results very
poor understanding by the receiver hence the purpose will not be served. The receiver should notfeel the communicating act with the sender is a waste of time.
Loss in transmission
The choice of the channel or medium plays an important factor. This is very minor issue but leads
to inability in transmitting the actual message. This is mostly physical noise. However theresponsibility lies with the sender, as he should ensure that all channels are free of noise beforecommencing communication.
Physical Noise
Physical noise is often a barrier in the process of communication. In a factory because of the
noise of machines etc. verbal communication is difficult. If a radio or TV is blaring theconversation becomes difficult and messages get distorted. Sender should take care of the physical
noise surrounded before communicating.
Semantic Problem
High and big sounding words definitely look and sound impressive.
But if the receiver is not able to comprehend the impact of these words the entire exercise provesfutile. This problem could arise in the overall meaning of the message.
Over and Under-Communication
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The quantum of communication should be just right. Neither should there be excess information
nosrt should it be too scanty. Excess information may confuse and the scanty information would
make the receiver grope actual intent of the message. Sender should see that there are norepetitions in the communication.
I Attitude
Sender should never use the pronoun I at the beginning and at the ending the communication. If
the sender uses more often I pronoun , it gradually leads to what is referred to as the I-syndrome.He would not be receptive to changes, if suggested by the receiver , as such , changes would go
against his personal formulation of certain views.
Prejudices
Starting any piece of communication with the bias or know-it-all attitude can prove to be quite
detrimental to the growth of communication process. When communication commences, all sortsof prejudices should be done away with, and the mind should be free of bias. T This would enable
the sender to formulate his message, keeping only the receiver and his needs in mind. Thoughtslike last time he said this.or Last time he did thiscan totally warp the formulation of the
message.
Remedies for overcoming Sender-oriented barriers:
Care and the constant practice on the part of the sender can remover these barriers.
Plan And Clarify Ideas
Ideas should be carefully formulated/thought out before beginning any kind of communication.This can be done by following a few steps. Test thinking by communicating with peers andcolleagues. It is said that two minds always better than one.
Ideas when discussed aloud with another person, necessarily take on a shape and form.
Create A Climate Of Trust And Confidence And Empathize
In order to win the trust and confidence of the receiver, the sender has to put in extra effort
through which he is able to win the trust and confidence of the recipient. This is normally referredas establishing sender credibility.
Time your message carefully
Different occasions and different hours necessitate a change in the encoding of the message. Thesender has to be careful of the time when and the place where he makes his statements. As all
communication is situation bound, a statement made at an incorrect moment, or a wrong place can
stimulate an undesired response. The most prudent step is to measure the import of the message inrelation to the situation and they impart it.
Reinforce Words with Action
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Whatever statements are made should be reinforced by action on the part of the sender. The
receiver should not feel that there are two codes at play, one for transmittal and the other for
action. If there is harmony between the two, the decoder is mentally at peace, for his grasp is moreaccurate and thorough.
Once all barriers to communication have been overcome, communication, it is said, has beenmeaningful and purposeful.
II) Receiver Oriented Barriers
The receiver too can be guilty of erecting barriers in the course of the interaction. Although his
role in the initial phase is passive, he becomes active when he starts assimilating and absorbinghe information. He is equally to blame if the situation goes awry and communication comes to a
stop, or there is miscommunication.
Poor Retention
Retention is extremely important during interaction. If the receiver has poor retention capability,he would probably get lost in the course of the proceedings.
In attentive listening
The mind has its own way of functioning. The art of listening is an exercise in concentration. If
the receiver can be honed this skill, barriers to communication would not be erected.
Tendency to evaluate
Being judgmental and evaluative are both the starting points for miscommunication.
Remember, the mind cannot perform two activities at the same time. If is is evaluating, listeningcannot take place. Evaluation should always be a sequel to the listening process.
Interests and Attitudes
The receiver should develop interest. I am not interested in what you are saying or My
interest lies in other areas . Starting any piece of communication with this kind of indifference
can thwart any attempts at communication. Fixed notions of this kind should be dispensed with.It is not possible to be interested in all that is being said. But to start any communication with
this notion is hazardous.
Differing status and position
Position in the organizational hierarchy is no criterion to determine the strength of ideas and
issues. Rejecting the proposal of a subordinate or harbouring a misconception that a junior can
not come up with a eureka concept is not right. In fact, many companies have startedencouraging youngsters to come up with ideas and solutions to a particular problem. These
ideas are then discussed among senior officers and their validity is ascertained keeping the
workings and the constraints of the company in mind. The basic purpose of this upwardtraversing of ideas is that fresh and innovative minds can come up with unique solutions. If an
individual has been working in a particular company for some years, it is natural that his mind
gets conditioned in a particular manner. Challenging newcomers to innovate as apart ofcompany policy takes care of ego problems that may arise if this is not the accepted norm.
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Resistance to Change
Flexibility is most important factor in communication process. Fixed ideas, coupled with anunwillingness to change or discuss, hampers listening and results in miscommunication. People
with dogmatic opinions and views prove to be very poor communicators and erect maximum
number of barriers.
Refutations and arguments
Always enter into healthy discussions. Refutations and arguments are negative in nature. Tryingto communicate with the sender on the premise that refutations and arguments can yield fruitful
results would prove to be futile.
Communication is a process in which the sender and the receiver are at the same level. Theminute the refutations or arguments begin, there is a shift in balance between the two
participants, after which the receiver moves to a conceived higher position and the sender
remains at the same level. In case there are some contradictions that need to be resolved,
discussion is the right way to approach. Listening to the views of the other, trying to understandor at least showing that there has been understanding, appreciating and , finally posting own
views should not make the sender feel small or slighted.
Most of the barriers that are receiver-oriented are best overcome by improving listening skills
and learning strategies of giving feedback.
Chapter 6
REPORT WRITINGA report is a logical presentation of facts and information. It is a logical and coherent
structuring of information, ideas and concepts. It is a basic tool on which decisions can be based.
What is a report? As per C.A.Brown it is very simple: A report is a communication from
someone who has some information to someone who needs that information.
FIVE WS AND ONE H
Prior to commencing work on a report, a few queries should be raised by the report-writer
and satisfactorily answered. Basically the writer should answer the queries centered to fiveWs and one H.
1. What? : What is the outline of the message?2. Why? : Why is the issue important?
3. Who? : Who is involved in the situation?
4. When? :The timings of the situation5. Where? : The place of the situation.
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6. How? : The main reason for the content/how it happened?
The goal of making reports is to make information as clear and convenient and accessible aspossible. Because time is precious, You tell the readers what they want to know no more, no
less- and you present the information in such a way that
it geared to their needs.Reports vary widely in their purpose. They also differ with the type of audience they are
written for.
TYPES OF REPORTS
Basically there are two types of reports.
1. Informational2. Analytical
Broadly speaking both types of reports contain similar components in terms of structure or
organization. Reports can be further classified in different ways.
1. On the basis of formality
Informal Report: This is done usually at the personal level. As these reports deals
with person to person communication, it does not follow any format and informallyconvey s the required information.
Formal Report: This is prepared in prescribed form in an organization, an
institute presented to the prescribed authority. For ex: Directors report, Auditors
Report or AGM reports.
2. On the basis of frequency of issue
Periodic or Routine Reports: These are presented at regular, routine intervals in
the normal course of business. The time period could be annually, half yearly,
monthly, fortnightly, weekly or even daily. Generally, these reports are a merestatement of facts. Examples: Progress reports, Sales reports, Performance reports
etc.
Special Reports: They are related and generated for a single occasion or situation.They deal with non-recurrent issues. An individual or a committee is appointed to
investigate the situation and present its findings. They give suggestions to the
management to decisions. For ex: project reports, Feasibility Study Report, First
Information Reports (FIR) etc.
3. On the basis of function:
Informative Report: This presents facts and information related to an issue or
situation. For Ex: Annual Balance Sheets, Sales reports with figures etc.
Interpretive Report: This analyses the facts, draw conclusions and makesrecommendation to solve the problem. For Ex. If the report delves into the causes
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of low sales during a particular period, it becomes an interpretive or analytical
report.
4. On the basis of the nature of the subject
Problem- Determining Report
Fact-Finding report
Performance Report
Technical Report
Some other types of Reports
F.I.R. or First Information Report
Progress Report
Inspection Report
Performance appraisal report
Project Report
Annual Report
Feasibility Report
Survey Report
Press Report.
ANALYTICAL REPORTS:
The analytical report comprises stages in which there is a proper identification of the problem,
analysis and subsequent interpretation. Recommendations or suggestions are then incorporated in
the report, depending upon what is required by the report writer.
CHARACTERISTICS OF A GOOD REPORT
We can distinguish the reports as good or bad based upon the following characteristics:
1. Accuracy: This is very essential for a good report. If the facts are wrong , it may leas todisastrous results. Some times even with a minor mistake in fact the business will suffer to a
greater extent.
2. Precision: The writer should be absolutely clear about the exact purpose of the report.Precision gives it a kind of cohesion and unity.
3. Relevance: The facts presented in the report should bear the relevant to the situation.Irrelevant facts or message makes the reports confusing.
4. Brevity: A report should be as brief as possible. But this quality should not be achieved at thecost of clarity. The report should not be unnecessarily long. Include everything but be brief.
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5. Simple and unambiguous language: It should be free from fancy statements and figures of
speech. Since it is a technical document of utility, it should remain simple and non-confusing.
6. Reader Orientation: While drafting a report, one should keep in mind the people who will be
reading it. A report meant for the layman will be totally different from a report meant fortechnical experts.
7. Clarity: A good report is absolutely clear. The reader should not have any problem inunderstanding it. Clarity should be maintained in presentation and the purpose. The sources of
data, findings and recommendations should all be extremely clear. Suitable headings and
paragraphing must be done. If the report contains figures, they should be presented in suitable
tables and formats. The report must be written systematically for extreme clarity.
Preparing a Report
Once you are clear about the purpose of writing a report, the persons for whom it is meant, thefacts to be examined and the facts to be included, and the time at your disposal, and know what
type of report you are going to write, it is time to start the work.
Suggestions to write a report:
Investing the sources of information: Investing the sources of information is done
right at the beginning. The extent of the investigation depends upon the length and
importance of the report. Major sources of information are company files, personalobservation, interviews, letters, questionnaires and library research.
Taking Notes: During investigations the writer should take the notes continuously.
Analyzing the data: All the data collected is analyzed. Some needs to be rejected andmore might be needed fresh. The writer should never be in a hurry here, as this is an
important stage.
Making an outline: Once all the ingredients are ready the writer should plan the
report in his mind and should prepare an outline. In this, the problem is stated, thefacts are recorded, they are analyzed and the logical conclusion is reached. This is
more like a rough copy and is very helpful in the final report writing.
Writing the report: Writing the report requires a lot of planning and consultation. Itshould be correct in all ways-logically, grammatically and clarity-wise. The writer
must take pains over this, as it will be read by the person who needs it and they will
form an impression.
PARTS OF THE REPORT
A report has several parts, which enables the writer to layout all the information in a simple easy-
to-read form. All reports do not need all the parts, but longer reports, which are formal, do need
to have all the parts.
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1. Title: Every report should have a title which indicates the subject of the study, the period
and the location of the study. If the report is long, it can cover the whole page,
including other things like the writers name etc. In case of a short report, the title appearsat the top of the first page only.
2. Terms of reference: This gives details about the assignment and the pruppose and scope
of the study.3. Procedure: This mentions the methods used to collect information for the report writing.
The methods of data collection will depend on the nature of the study. For example:
visits, personal inspections, experimentation, interrogation, old records, etc.4. Findings: This is the main part where the findings are presented. The collected facts and
figures have to be organized into a presentable and readable form. Suitable headings and
subheading are to be included. This section may end with a summary of the most
important findings that emerge. There may be a separate section with the conclusions.5. Use of illustrations: A report becomes much more readable, clear and effective if the
findings are explained with relevant illustrations. These can be in the form of charts,
graphs , diagrams, maps, etc.
6. Recommendations: These are proposals for action suggested by the report writingauthority. This in included only if the assignment has asked for it and are usually given
by senior people.7. Signature, Place, Date: All the people who are in the report writing committee must sign
the report. The signature is on the right and the place and date are on the left. The date is
the date-of-submission of the report.8. Table of contents: This is included only if the report is long. It can be attached after the
title page.
9. Appendix: This is supplementary material given at the end of the report. This is
something, which has been used or referred to in the report. For example, map,questionnaire, etc. If there is more than one appendix, they are numbered.
10. Acknowledgements: This is a list of names of people or organizations that helped in the
report writing. It will appear before the first chapter.11. ADDENDA: There are some optional items of the report will comes under Addenda. We
will not see these items in all the reports. Their inclusion will depend on their need, the
length of the report and the technical nature of the report. This will include thefollowing:
List of references: Sometimes other written material is used and quoted in thereport that you write. When this is done, you must always quote the place from
where it has been taken.
Bibliography: If the report is based on some extensive work already done by
someone else, the party should be name under bibliography. It can also includeworkds recommended for further reading.
Glossary: It is the list of technical words used in the report and their meanings.
Appendices: Statistical data, charts, maps and diagrams, copies of questionnaires,etc. are not incorporated in the main body of the report. This is because it creates
a diversion and the flow of the report is lost. These things are however essential
for reference and are, hence included at the end.
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Contents Page: This is given in case of long reports. Ti is normally included in
the beginning. It specifies the various items that will appear in the report alongwith the page number on which they will appear.
Chapter 7
COMMUNICATOIN TECHNOLOGY & ITS IMPACT ON
OFFICE PROCEDURES AND AUTOMATION
Communicating successfully in the business world today includes communicating effectively by
electronic automation. A medium is the means of transmitting or conveying a message. Somemedia carry written words/pictures/graphics and other media carry the voice. Electronic media
can carry both the voice and written material.
Any organization needs to have a healthy and effective communication tools, the medium that
suits for their office environment. Hence one should be very careful in selecting the medium.
Let us look into some aspects in choosing the medium for a particular message:
1. The type of audience you want to reach
2. The speed with which the message should be conveyed, the pressure and the distance
between the sender and the receiver influence the choice of medium. E-mail is muchfaster than courier/by mail.
3. Need for confidentiality of the message is an important consideration.
4. Need for accuracy in transmission is very important, the content should be more preciseand accurate.
5. Need for reliability of the medium is an important factor. For example sending a message
by hand delivery is more reliable than ordinary mail, registered post is more reliable thanordinary mail.
6. Cost of the medium and its relative importance and urgency.
7. Availability of a particular medium to the sender and to the receiver is obviouslyaffecting factor.
8. Feedback capacity of the medium.
9. Availability of hard copy of record.
10. Formality of the medium must be suitable to content of the message. A letter of
congratulation is more formal and has a different effect from conveying the same orally.11. Intensity and complexity of the message is a major factor. Some messages like changes
in policies regarding the employees, when a job of an employee is in danger, or messageswith the emotional aspects have high intensity and are very complex. One should be very
careful in selecting the medium in any organization irrespective of the size.
Oral messages
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These are carried by air vibrations, the microphones/loud-speaker, the telephone, cellular phone,
voice mail and the radio. The written messages are carried through e-mails, fax, etc. Now a
days the interaction between the various branches of the same office situated in different parts ofthe world is also possible through Teleconfenrencing.
Electronic Communication
The media which transmit signals instantly from any source to any destination in the world by
modern electronic technology.
Telephone
This form of electronic communication has been around for nearly a century. It is the mostuseful and universal medium of oral communication with a person who is not present at the same
place as the sender. The telephone instrument has evolved, over the years, into very
sophisticated forms with many new facilities.
Intercom facilities: telephonic conversations within the office inter departmental personal can
instantly which saves time.
STD (Subscriber Trunk Dialing) allows the user to make call to a number located in another
city directly. This facility is available in almost all the parts of the state.
ISD (International Subscriber Dialing): This higher version of STD, here we can communicate to
any part of the world. Every country has an international code number which we dial before
dialing the required number.
Both the STD and ISD facilities can be locked with a number code on telephone attached to
electronic exchanges.
Cellular Phone
The cellular (mobile) phone is based on a combination of the old radio technology and emerging
telecommunication technology. Cellular phones operate through airways, much like a radio. Air
time is charged. Cellular phone instruments have facilitated for storage of numbers, record of
missed calls, for receiving text messages (SMS), for leaving voice mail, and for receivinginformation given. Infact Mobile phones have the capacity for multimedia messaging. It allows
you to add pictures, sound, colour, voice, animation, to messages which you send over the
mobile phone. Photos can be taken by MMS-enabled phone can be sent to other MMS-enabledphones, to e-mail addresses, can be published on the internet, used in a presentation, or just
stored in a personal album.
Advantages
The mobile has freed managers from the confines of their offices as they can be in touchwith the office from wherever they are.
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It has become possible to contact persons who are traveling or are out in the open.
Marketing persons who visit customers can instantly get in touch with their home office
to consult.
Most importantly traveling representatives have instant access to data and information
from the home, office as well as other information through the internet which can be
accessed from the mobile phone.
Voice Mail
Voice mail is a communication service on the telephone line. The simple answering machine
which can be attached to a telephone is a form of voice mail: it allows caller to leave name,
number and message if do not answer the phone. The message can be retrieved and answeredlater, at a more convenient time. Hence Voice mails helps to make better use of time, it can help
to prevent interruptions in office work.
Fax
The facsimile machine is a device for transmitting copies of printed image over telephone lines.
The machine is connected to the telephone through a modem.Fax permits quick exchange of information and documents between offices and organizations
and individuals. Important decisions and instructions can be quickly conveyed to branches and
other offices.Fax can also sent through the computer. The latest models of computers have an inbuilt modem,
and software.
Electronic mail requires a computer, a telephone line and a modem. E-mail is the mostfrequently used application of the internet. The communication is almost instantaneous, besides
sending a message you can send whole documents are attached to the message.
It is easy to send an e-mail, one should prepare a message on a word processing program, log onto the e-mail, copy and paste the message on the compose directly on the compose frame after
logging on and send it by clicking on the send button. The messages remains in the receivers
email inbox and can be read at any time. In order to send an e-mail one should know therecipients e-mail address.
Advantages
An important capability of e-mail is its ability to create on going electronic conferences.
E-mail provides discussion groups or list for electronic conferences.
E-mail makes information more accessible and permits faster procedures in an
organization.
E-mail does not command the feedback instantly as in the case of telephone, there is time
to think before replying.
E-mail democratizes the organization within organization, e-mail bypasses
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the chain of command for vertical communication.
A sub-ordinates querry or observation may be simultaneously on the computer of the
immediate supervisor as well as a higher level manager.
Information which would take time moving through the chain of command and may get
edited on the way, can go straight to the intended recipient.
Tele Conferencing
Conferences held by the people sitting in different branches/ areas of the same organization orthe of the segment with the help of Audio and video presentation equipment are referred as
Teleconference.
1. Audio Conferencing
Provides the facility to move text, computer generated images, photographs and largefiles over ordinary telephone lines (like internet). It is not as expensive as video conferencing
but still requires going to the location that has the equipment or investing in the equipment.
2. Video Conferencing
Allows people at different locations to see and hear each other at the same time. It is
fully interactive and almost like a face-to-face meeting. With the more complex systems andequipment it is possible to have more than two locations connected together so that they can see
and hear together so that they can see and hear one another almost like an actual meeting.
Benefits
The benefits of video conferencing are remarkable.
Almost like communicating face-to-face. The interaction allows people from different places to understand/know more about each
other.
It develops intimacy and goes long way in building relationships in a way that telephone
or e-mail cannot do.
It improves appeal and retention by including diverse media like video-audio clips,
graphics, animation and computer applications for demonstrations and explanation.
It saves the time and cost of traveling to meet and allows people to keep in touch morefrequently.
It enriches communication in several ways.
Internet
The internet is a world-wide collection of computer networks that co-operate with one another by
using a common software standard. It conveys data through satellite links and telephone wires.
The speed of the internet has changed the way people receive information. The size, scope anddesign of the internet enable users to:
connect easily through an ordinary personal computer and local telephone line,
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exchange electronic mail with colleagues, customers, friends and also attach files which
are on their computer,
share business and research data among colleagues,
request and provide and help with problems and questions,
post information for others to access, and update the information regularly,
publicize and market good and services, gather valuable feedback and suggestions from customers and business partners,
access multimedia information which includes photographic images, sounds and video,
join group discussions on any subject,
Subscribe to mail lists on top of interest and receive views expressed.
Since the internet consists of not one but multiple data systems, which were developed
independently, it allows users to access a variety of services. The most important and popular
ones are:
E-mail for exchange of electronic mail,
Internet Relay Chat (IRC) for sending private and public messages to other users in real
time,
USENET newsgroups for posting and answering messages on public bulletin board,
File Transfer Protocol (FTP) for storing and retrieving data files on large computers
systems.
CU-See Me, a videoconferencing system which allows users to send and receive soundand pictures simultaneously over the internet.
Computers
We do not see even a single office without having a computer. Infact just a tabletopcomputer itself is treated as an office. One should agree to the fact that the entire world isconnected and treated as a global village due to the invention and usage of computer with
various applications.
The computer is a versatile electronic instrument which can combine various mediafunctions. The trend of technology is towards convergence of various technologies so that
the computer has become the single multi-task equipment for all kinds of transmission.
Uses
A computer helps in preparation of letters, reports, meeting agenda, and various other
documents required in an office by using some applications.
Databases of customers, suppliers, and employee information etc can be stored andmaintained and easily updated.
Electronic mail, Voice mail, Videoconferencing, and multimedia facility allow all formsof communication to be transmitted. Fax and telex can also be sent through the
computer.
The access to the internet is possible only through the computer. Special facilities like e-
commerce, and internet banking, etc are possible through the computer.
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Accounting software is already in use in many offices so that account books do not have
to be written manually. Various financial reports can be prepared within a short time byusing the accounting software packages.
Software programs are being written for almost all activities in business. Computer
technology is the fastest growing field, advances are made rapidly, and users can upgradetheir equipment and buy latest software for more advanced tasks.
Supplementary material
1. Ice Breakers
Ice Breakers can be an effective way of starting a training session or team-building event. Asinteractive and often fun sessions run before the main proceedings, they help people get to
know each other and buy into the purpose of the event.
If an ice breaker session is well-designed and well-facilitated, it can really help get things offto a great start. By getting to know each other, getting to know the facilitators and learning
about the objectives of the event, people can become more engaged in the proceedings and so
contribute more effectively towards a successful outcome.
But have you ever been to an event when the ice breaker session went badly? Just as a great
ice breaker session can smooth the way for a great event, so a bad ice breaker session can bea recipe for disaster. A bad ice breaker session is at best simply a waste of time, or worse an
embarrassment for everyone involved.
As a facilitator, the secret of a successful icebreaking session is to keep it simple: Design thesession with specific objectives in mind and make sure the session is appropriate and
comfortable for everyone involved.
This article helps you think through the objectives of your ice breaker session, and then
suggests various types of ice breaker you might use. As a facilitator, make sure your ice
breakers are remembered for the right reasons as a great start to a great event!When to Use Icebreakers
As the name suggests, an ice breaker session is designed to break the ice at an event or
meeting. The technique is often used when people who do not usually work together, or maynot know each other at all, meet for a specific, common purpose.
Consider using an ice breaker when:
* Participants come from different backgrounds.
* People need to bond quickly so as to work towards a common goal.* Your team is newly formed.
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* The topics you are discussing are new or unfamiliar to many people involved.
* As facilitator you need to get to know participants and have them know you better.
So Whats the Ice?
When designing your ice breaker, think about the ice that needs to be broken.
If you are bringing together like-minded people, the ice may simply reflect the fact thatpeople have not yet met.
Polish your leadership skills!
If you are bringing together people of different grades and levels in your organization for an
open discussion, the ice may come from the difference in status between participants.
If you are bringing together people of different backgrounds, cultures and outlooks for workwithin your community, then the ice may come from peoples perceptions of each other.
Youll need to handle these differences sensitively. Only focus on whats important to your
event. (Remember, you want to break some ice for your event, not uncover the whole
iceberg, or bring about world peace!)
And as you move on to design and facilitate the event, its always best to focus on
similarities (rather than differences), such as a shared interest in the events outcome.
Designing Your Icebreaker
The key to a successful ice breaker is to make sure the ice breaker is specifically focused on
meeting your objectives and appropriate to the group of people involved.
Once you have established what the ice is, the next step is to clarify the specific objectives
for your ice breaker session.
For example, when meeting to solve problems at work, the ice breaker objectives may be:
To establish a productive working environment for todays event with good participationfrom everyone involved, irrespective of their level or job role in the organization.
With clear objectives, you can start to design the session. Ask yourself questions about howyou will meet your objectives. For example:
* How will people become comfortable with contributing?* How will you establish a level playing field for people with different levels and jobs?
* How will you create a common sense of purpose?
These questions can be used as a check list once you have designed the ice breaker session:
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Will this ice breaker session help people feel comfortable establish a level playing
field etc
As a further check, you should also ask yourself how each person is likely to react to the
session. Will participants feel comfortable? Will they feel the session is appropriate andworthwhile?
Example Ice Breakers
There are many types of ice breakers, each suited to different types of objectives. Here we
look at a few of the more popular types of ice breakers and how they can be used.
Introductory Ice Breakers
Introductory ice breakers are used to introduce participants to each other and to facilitate
conversation amongst the participants.
The Little Known Fact: Ask participants to share their name, department or role in theorganization, length of service, and one little known fact about themselves.
This "little known fact" becomes a humanizing element that can help break down differences
such as grade / status in future interaction.
True or False: Ask your participants to introduce themselves and make three or four
statements about themselves, one of which is false. Now get the rest of the group to vote on
which fact is false.
As well as getting to know each other as individuals, this ice breaker helps to start interaction
within the group.
Interviews: Ask participants to get into twos. Each person then interviews his or her partner
for a set time while paired up. When the group reconvenes, each person introduces their
interviewee to the rest of the group.
Problem Solvers: Ask participants to work in small groups. Create a simple problem
scenario for them to work on in a short time. Once the group have analyzed the problem and
prepared their feedback, ask each group in turn to present their analysis and solutions to thewider group.
Tip:
Choose a fairly simple scenario that everyone can contribute to. The idea is not to solve a real
problem but to warm up the group for further interaction or problem solving later in the
event. The group will also learn each other's styles of problem-solving and interaction.
Team-Building Ice Breakers
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Team-building ice breakers are used to bring together individuals who are in the early stages
of team building. This can help the people start working together more cohesively towards
shared goals or plans.
The Human Web: This ice breaker focuses on how people in the group inter-relate and
depend on each other.
The facilitator begins with a ball of yarn. Keeping one end, pass the ball to one of the
participants, and the person to introduce him- or her-self and their role in the organization.Once this person has made their introduction, ask him or her to pass the ball of yarn on to
another person in the group. The person handing over the ball must describe how he/she
relates (or expects to relate) to the other person. The process continues until everyone is
introduced.
To emphasis the interdependencies amongst the team, the facilitator then pulls on the starting
thread and everyone's hand should move.
Ball Challenge: This exercise creates a simple, timed challenge for the team to help focus on
shared goals, and also encourages people to include other people.
The facilitator arranges the group in a circle and asks each person to throw the ball across the
circle, first announcing his or her own name, and then announcing the name of the person towhom they are throwing the ball (the first few times, each person throws the ball to someone
whose name they already know.) When every person in the group has thrown the ball at least
once, its time to set the challenge to pass the ball around all group members as quickly as
possible. Time the process, then ask the group to beat that timing. As the challengeprogresses, the team will improve their process, for example by standing closer together. And
so the group will learn to work as a team.
Hope, Fears and Expectations: Best done when participants already have a good
understanding of their challenge as a team. Group people into 2s or 3s, and ask people to
discuss their expectations for the event or w