-------------------------------------------- Chapter#1 -------------------------------------------- Communication: Communication is the ability to share information with people and to understand what information others want to convey. Communication skills can be of many forms, including: Gestures Facial expressions Signs Speech Written communication Vocalization Definitions of Communication: Burleson and Steiner: The transmission of information ideas, emotions, skills etc by the use of symbols, words, speeches, figures, graphs etc are called communication. Miller: Communication means that information which is passed from one place to another. Edward R.Murrow: The newest computer can nearly compound at a speed the oldest problem in relation between human beings and in the end the communicator will be confronted with the old problem of what to say and how to say. Weaver:
Communication is the ability to share information with people and to understand what information others want to convey.
Communication skills can be of many forms, including: Gestures Facial expressions Signs Speech Written communication Vocalization
Definitions of Communication:
Burleson and Steiner: The transmission of information ideas, emotions, skills etc by the use
of symbols, words, speeches, figures, graphs etc are called communication.
Miller: Communication means that information which is passed from one
place to another.
Edward R.Murrow: The newest computer can nearly compound at a speed the oldest
problem in relation between human beings and in the end the communicator will be confronted with the old problem of what to say and how to say.
Weaver: Communication is all of procedures from one place to another.
Purpose and objectives of communication: Purpose of communication depends on what your objective is for
communication.There are different methods of communication.
Effective communication in following situations:
i. Life long process: Communication is the process which starts from birth to death that is
why it is called life long process.
ii. Multifaceted process: The communication is an interactive process between sender and
receiver.
iii. Problem solving and decision making: Communication takes place for solving real life problems and it may
also be done for decision making.
Importance of communication (life blood of organization):
a. Communication is very important to for any organization because the operations of the organization cannot be done without sharing the ideas and information.
b. Communication starts from birth to death in an organization, it continuously flows from the bosses to the workers and from workers to bosses.
c. Effective communication is the life blood of every organization and a key to success in our business careers and our personal life.
d. The effective communication is vital inside the company because employees can better be motivated and more efficient bite.
e. Outside the company, a communication to customers, prospective customers, inquirers, suppliers and public and have far reaching effect on the business and goodwill of the company.
f. A properly organized and arranged letter, telephone call or personal conversation can went back any disgruntled and dissatisfied customer and create goodwill for the company. Therefore the communication has far reaching effect on business and the goodwill of the company.
Communication Skills: When a person communicates, he must have the following essential
communication skills.
i. He/she must be able to communicate effectively with all levels of management.
ii. He/she must have substantial experience, training in oral and written communication and demonstrate good writing skills.
iii. He/she should be able to prepare special analysis, research reports and proposals.
iv. He/she needs ability to compose effective correspondence.v. He must have ability to communicate and sell ideas, firm and
products.vi. He/she must be able to cultivate and maintain good customer
relationship.vii. He/she needs skills in gathering, analyzing and interpreting data and
writing analytical reports.
Formal and informal communication:
Formal communication: The formal communication is used when we are dealing with
serious business affairs or the language which is used while communicating in business.
The following are the common situations in which formal communication is required.
a. Job applicationsb. Letters to public and utility companiesc. Business letters d. Business reports and memose. Public discussions of serious issuesf. Formal reports g. Oral and written reports h. Class discussionsi. Discussion in conferences, seminars, assemblies and courts.
In formal communication, the usage of slang and informal words and sentences are avoided.
Informal communication: Informal communication is used in private conversations and
personal letters or peer to peer communication. The informal communication is avoided in the business, because it can effect the reputation of the communicator for business.
The following is the list of formal and informal words.
-Manager, Director, Supervisor, Owner.-A kind person, a helpful friend.-Friend-Family-Children-Police officer-Advertisement
For correct communication, following points must be kept in mind.
a. Use of correct level of language.b. Include only accurate facts, words and figures.c. Maintain acceptable writing mechanism.
2. Conciseness: The communication must not be too long or lengthy. It should
be concise and accurate so that the reader may find it easy to understand.
To achieve conciseness, following points may help.a. Avoid hackneyed expressions and klatches.b. Avoid unnecessary repetition and wordy expressions.c. Include only relevant facts with courtesy.d. Organize message logically and effectively.
3. Clarity: Clarity demands that the business message should be correct,
concise, complete, concrete and with consideration. To accomplish these objectives the following points can help.
a. Choose pithy, short, familiar and conversational words.b. Prepare punctuations and make the writing clear.c. Insert pictures, charts, graphs etc.d. Make the message readable and understandable.
4. Completeness: The message should be complete to bring the desirable results. The following are the guidelines for completeness.
a. The message should answer all the questions in order they were asked.
b. Give some additional information. Ensure to answer 5 W’s (Who, When, What, Where, Why).
5. Concreteness: The business writing should be specific, definite, unambiguous
and vivid rather than vague and general.The following guidelines can accomplish concreteness.
a. Use of specific facts and figures.b. Use action verbs.c. The message should have vivid and image building words.
6. Consideration: Consideration refers to your attitude, empathy, human touch
and understanding of human nature. Consideration means the message with receiver in mind. It
means visualizing reader’s interest, desire, emotions, circumstances and possible reactions.
The consideration can be achieved through the following.a. Emphasize ‘you’ instead of ‘I’ or ‘We’.b. Your message should convey the truth.c. Stress the positive pleasant aspects of facts.d. Offer a service of value to the reader.
7. Courtesy: “Everyone gains where courtesy reigns” is a good old age
slogan for written and oral communication. Courtesy is more important and advantageous in business writing than it is in the face to face communication or conversation.
Courteous messages strengthen pleasant relations and make new friends. It’s also a goodwill builder.
Courtesy may be achieved by the following.a. Be truly tactful, thoughtful and appreciative.b. Omit expressions that annoy distress or disparage.c. Answer all your mail timely.d. Grant and apologize kindly.
8. Confidence: When the communicator communicates his information, he
must be confident in his message and also be confident for the positive response from the receiver.
Following are the undesirable conditions that may occur if a message lacks in confidence.
a. You may find yourself unable to write or speak.b. You may not represent your case strongly.
c. You may throw a bad impression on others and as a back lash it will damage the goodwill of the firm.
9. Conversational tone: Your letter should read as if you were talking to the reader.
The tone should be comfortable, natural, conversational and inconspicuous.
To accomplish conversational tone, following points will help.a. Vary your words.b. Use proper syntax.c. Be straight forward.d. Keep paragraph small.e. Avoid vague writing.
Seven principals to develop writing skills:
i. Learn grammar. Knowledge of grammar is essential for writing, speaking,
understanding and listening. A business man therefore must have good knowledge of grammar.
ii. Increase your word power. If a businessman has greater vocabulary, than he is capable of
writing effective business communication.
iii. Develop reading habit. Reading helps you in expanding your understanding and
knowledge, therefore it is considered as a very essential tool of businessmen.
iv. You must have standard dictionary. A businessman finds a modern mobile phone a very helpful
tool to increase his vocabulary.
v. Develop writing habit. Regularly write diaries, notes, short stories, articles or
memorandums or constructive several sentences using a simple and difficult word.
vi. Develop your imagination. Without imagination, one cannot write, no matter how great
vocabulary he has.
vii. Improve your knowledge of subject:
If one lacks the knowledge of the subject, than you are unable to write even a single line.
Internal communication : Internal communication is done within an organization. It has
three types.i. Horizontal or crosswise communication:
It is the communication that flows between personal in one department and personal of equal lower status in other departments.
ii. Downward communication: When communication flows from superiors to subordinates, it
is called downward communication.
iii. Upward communication: When communication flows from subordinates to superiors, it
is referred to as upward communication.
External communication: The inter company communication is referred to as external
communication. This type of communication can be done for various reasons, such as; with other companies, for one company’s product marketing by the other company and the inter company joint venture.
Basic organization plans: Business letters, memos and reports can be arranged by the
direct or indirect approach. Letters and memos can be arranged in following four basic organization plans.
Business letters: A ------------- AttentionI ------------- InterestD ------------- DesireA ------------- Action
Parts of business letters: i. The heading:
It’s the name and address of the firm, sending the letter.
ii. Inside address: Inside address mentions the name and address or designation
of the person, the letter is being sent to.
iii. Salutation: Salutation is the start of the letter.
iv. Body: The body includes the message you want to send.
v. Complimentary close: It means the closing words that the writer of the letter uses for
the reader.
vi. Signature: Signature is the part of business letter in which the writer of
the letter writes his name and his signature.
vii. Reference section: Reference section includes the initials of the dictator of the
message and the typist it appears. Flash with the left margin or one or two lines below the last line of the signature.
Punctuation styles: i. Open punctuation:
No punctuation is used after every line of the heading, inside, address, salutation and complimentary close. This style is used with full block and AMS simplified format. It may also be used in modified block, hanging paragraph and personalized format e.g. Gentleman, dear Mr. Imran, yours sincerely. Etc.
ii. Mixed punctuation: A colon follows the salutation and a comma follows the
complementary close. Mixed punctuation is used in modified block style e.g. dear Mr. Raja:, yours truly, etc.
Kinds of letter format: i. Block or full block format:
Here the date, inside address, salutation, paragraphs and complementary close begin with flush with the left margin. In other words no line will have any indentation.
ii. Modified block or semi block format: This format has two versions.
a. Paragraph begins at the left margin without any indentation. Date and complementary close appears at the centre or at the
right of the letter. Mixed punctuation is used but o[en punctuation may also be used.
b. Paragraphs are indented; other things will remain same as above.
iii. AMS simplified format: Administrative Management Society of US has suggested this
style. All lines begin with flush with the left margin. Here you limit salutation and complementary close and it is modern and time saving format. It uses a subject line in place of salutation. Name should be used in the first line of first paragraph.
iv. Personal format:
It is a combination of block and AMS format.
v. Memo and memorandum: These are used within the organization. A memo resembles
with AMS simplified format in that it doesn’t use salutation and complementary close. It is the rapid and convenient mean of communication.
vi. Hanging paragraph: This format is only used in sales and advertising letters. All
lines of the letter body are indented except the first line of each paragraph.
vii. Official letter format: Public and government officials as well as business persons use
this style. It may be blocked or modified blocked. The inside address appears some line block the last line of signature. This is main feature of this format.
Difference between letter and memo: Letter Memo
1. It is formal communication in writing
2. It must have heading with name and address of company
3. It must have inside address4. It includes salutation5. The body text of the letter starts
with a formal sentence6. the body ends with a formal
closing experience7. Complementary close is an
important part of the letter
1. It is informal communication in writing
2. It may or may not include name and address of the company as heading
3. Inside address is ignored4. Salutation is not needed5. The memo does not carry any
formal sentences as an opening. It starts right away with the main idea
6. No formal closing sentence is
8. Compound with the memo it takes more time to write.
required. It stops right at the completion of the idea
7. Complementary close is not needed
8. It is a time saving device
Kinds of letters: i. Announcement letters (sales, sales promotions, circulars):
These letters are written to make some announcements which may be good or bad. These letters may be written to an individual or for a group. These letters are also called circulars.
The contents of announcements may be; increase in salaries, sales and events, procedures, policies, responsibilities, promotion, shifting, prizes, honors, activities of people, ambition or retirement, obituary, celebration etc.
ii. Transmittal letters: These are the letters with which something is transmitted like a
cheque, document, form, passbook, booklet, map or report to a customer or a business.
iii. Adjustment letters: An adjustment letter is prepared to reply a complaint, request
or claim letter. Adjustments may be in the following forms or situations.
a. Granting claimsb. Seller is at faultc. The buyer is at faultd. When the fault is not yet determined and will be adjustede. Granting request such as approved credit’f. Refusing request
iv. Job letters: A job letter is a sort of sales letter or sales promotion letter
where the candidate or applicant is like a product. It is used by a candidate to offer his services to the prospective employer. A job letter may be solicited (invited) or unsolicited (uninvited)a. Solicited:
It is a job letter which is written in response to an advertisement or call from employer.
b. Unsolicited:
This job letter is written without any invitation or advertisement by the employer or offering services.
v. Direct requests: a. Claim or complaint:
When the goods or services received are not according to the contract of sales or when the payment is not received in time, complaint or the part of aggrieved party arises.
b. Enquiry letters: Those letters which are written to enquire some
information about the firm, person, goods or services. The inquiry letters may be divided into three categories.
i. Inquiry above the productii. Inquiry above the candidates
iii. Status inquiry
Job Letters: Definition:
A job letter is a kind of sales letter or sales promotion letter in which the seller (applicant) offers him self as a product (candidate).
Sources of careers and jobs: Following are the important sources for careers and jobs
available for candidates.i. Business in the field of your choice
ii. Chambers of commerceiii. Persons in the employee of firmsiv. Business schools and universities and their placement
officesv. General and professional colleges
vi. Employment agencies such as internet websitesvii. Foreign employment offices and agencies
viii. Friends and relativesix. Personal departments of companiesx. Professors and instructors
xi. Company notice boardsxii. Advertisements
Self audit and product analysis: Before you apply for a job for a job, it’s necessary that you
conduct an analysis of yourself. Auditing refers to better understanding yourself and rating your abilities, weaknesses, strands, wants and aspirations. Self audit helps you review your own attributes.
Evaluation of your qualities in three categories:a. Physical traitsb. Intelligence traitsc. Personality traits
The job audit: You not only require knowing yourself but also you need to
know the requirements and suitability of the job. The job audit can be conducted by evaluating job description and job specification. This job analysis includes the location of the job, its duties, the equipment used, working conditions, pay, opportunities for promotion and a training offer.
Quality and traits of candidates: 1) Prepare attitude toward employment:
The attitude of the candidate should show willingness to work and learn interest in the choice interest in the company and reasonable attitude towards the salary.
2) Willingness to work and learn: The candidate should be willing to perform routine and non routine type of work.
3) Interest in the field: People like to work only in the field of their interest such as it’s you who decide the type of work you are best fitted for.
4) Intersession the company: You should perform your duties as you are carrying your own business.
5) Reasonable attitude toward the salary: You should emphasize a challenging opportunity rather than a large begging salary.
6) Integrity and sincerity: The qualities of integrity and sincerity are vital for employers who cannot accept deceptive person.
7) Self confidence and determination: You must show self confidence and be determinative while performing your duties.
8) Appearance: The appearance of candidate is shown by the dress, grooming bearing.
9) Manner: Manner includes poise, self confidence and exclusive stature.
10) Voice and expressions: Quality of the voice and expressions impress the interviewer.
11) Organization: That comprises ability to present the case logically and get to the point quickly.
12) Experience: Experience includes Attitude, kind of work, skill, interest, ability, leadership and accomplishment.
13) Response and reactions: Interviewer judges those qualities by your alertness and quickness of response.
14) Forces and drives: It is the ability to stimulate others and includes self assurance.
15) Intelligence: The interviewer determines weather you have reasoning and problems solving abilities, smartness, kindness and ability to learn.
16) Sensitivity: It refers to social analysis and good with people attitude.
17) Balance: Balance makes you versatile, flexible, and well-rounded and a man with verity of experience and interest.
18) Communication skills: You should be articulate, persuasive and able to establish report with others.
19) Initiative: You should self started high achiever and be able to motivate yourself.
Characteristics of job letters: Following are the characteristics of a good job application in
addition to 9c’s of communication. a job letter should have the following.
i. Present the message concisely, clearly, honestly and with consideration
ii. Give specific and pertinent information relative to the position sought
iii. Be yourself and don’t use copied messagesiv. Use an appropriate business like approachv. Triple check for accuracy of mechanics, grammar, sentences,
punctuation, paragraph, structure, organization and spelling etc.
vi. Make appearance of the letter attractivevii. Personalize your presentation. You should tailor the message
or resume for specific jobviii. Use good judgment in mailing the message
Checklist for application letter: a. Attention:
i. Business like opening, it can be accomplished by the following. Summary- of two or three outstanding qualifications Name of an individual or office, the reader is familiar
with Question for reader benefit Use item related to employer Other relevant reader oriented statement
ii. Mention of specific job or field of interest.
b. Interest, desire, conviction: i. Discussion of your qualification from a reader benefit or
reader interest, view point. Include your, Education and training Work experience Significant personal attitude, interest, qualities etc.
ii. Reference to resume
c. Action: i. Request for interview
ii. Easy action, it can be accomplished by the following. Phone number Hours you can be contracted Reply envelop or card enclosed
Resume/CV: It refers to the bio data of the candidate. Modern business
correspondence have only a few and most important information
inserted in the job letter and the detailed information above experience, education, references, achievements and other personal data are written in a separate sheet of paper bearing the heading resume, bio data or curriculum vitae. This sheet of bio data is attached to the job letter. It has become a vital add to the reader for understanding and quick grasp of your bio data.
o Checklist of a resume: i. Personal information:
Name, address, phone number, age, domicile, date of birth, height, weight, identification sign, marital status, hobbies.
ii. Objective: Main purpose for working in the applied organization
iii. Education: School leaving certificate; division/grade, year, place Higher secondary education; division/grade, year,
place Graduation; division, year, place Post graduate; division/grade, year, place Diploma; year, place, institute Major courses; place, institute
iv. Work experience: Previous employer; address, business, duration,
designation, job description Present employer; duties, title, position hold Work specialization; research tutoring and
publication
v. Achievements: Prizes won, honors achieved, scholarships earned,
outstanding position held, publications made, teams led, fields performed, social work undertaking etc
vi. Languages: Speak, read, learn
vii. Reference: Name and address of first reference Name and address of second reference
