Professional Documents
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I – VI
I – VI
ANNAMALAI
UNIVERSITY
DIRECTORATE OF DISTANCE EDUCATION
MANAGERIAL COMMUNICATION
UNITS : I – VI
Copyright Reserved
(For Private Circulation Only)
MASTER OF BUSINESS ADMINISTRATION (M.B.A.)
M.B.A. (HUMAN RESOURCE MANAGEMENT)
M.B.A. (MARKETING MANAGEMENT)
M.B.A. (FINANCIAL MANAGEMENT)
FIRST YEAR
MANAGERIAL COMMUNICATION
Editorial Board
Members
Dr. R. Rajendiran
Dean
Faculty of Arts
Annamalai University
Annamalainagar.
Internals
Dr. M. Kamaraj Dr. A. Auroubindo Ganesh
Assistant Professor Assistant Professor
Management Wing, DDE Management Wing, DDE
Annamalai University Annamalai University
Annamalainagar. Annamalainagar.
Externals
Dr. R. Thenmozhi Dr. R. Venkatapathy
Professor and Head Professor and Director
Department of Management Studies School of Management
University of Madras Bharathiyar University
Chepauk, Chennai. Coimbatore.
Lesson Writers
Dr. S. Prabakar Dr. J. Tamil Selvi
Professor and Head Assistant Professor
Happy Valley Business School Department of Business Administration
Coimbatore. Annamalai University
Annamalainagar.
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MANAGERIAL COMMUNICATION
SYLLABUS
Objectives
The major objectives of this course are to provide communication skills in
general and managerial communication theoretical prespective in particular.
Students will learn various concepts and practices of managerial communication.
Unit–I
Objectives of Communication - Communication Process - Media of
Communication - Principles of Communication - Communication in Organizational
Settings - Barriers to Communication - Guidelines to Overcome Barriers –
Strategies to enhance managerial Communication.
Unit–II
Types of Communication - Interpersonal Communication - Management of
Interpersonal Communication - Models for understanding Interpersonal
Relationship - Gateway to Effective Interpersonal Communication – Critical
Thinking and Communication Skill – Tips on Good Communication Skill.
Unit–III
Group Communication and Performance - Relationship of Leadership
Behaviour with Communication - Formal Organizational Communication -
Management and Communication Problems of the Organization - Informal
Communication Systems as Commentators - External and Internal System Mix and
Approaches to Organizational Communication - Managing Organizational
Communication.
Unit–IV
Oral Communication - Designing and Developing Oral Presentation - Oral
Presentation processes - Speech and Characteristics of Good Speech - Speech at
Committees and Conferences - Visual Communication - Visual Aids in Oral
Presentation.
Unit–V
Written Communication - Writing Processes - Business Letters – Memos - E –
Mail – Agenda - Technological aids to Communication – Mobile – Internet – Blog –
VOIP (Voice Over Internet Protocol) – IM (Instant Messenger) Chat Applet – CALL
(Computer Assisted Language Learning) – TELL (Technology Enhanced Language
Learning) – Pod Casting - Video Conference.
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Unit–VI
Report Writing - Business and Academic Report Writing – Methodology –
Procedure – Bibliography - Works Cited and Works Consulted.
References Books
1) C.S.Tejpal Sheth, Business Ethics and Communication, S. Chand, Chennai,
2008.
2) Dr. Gajanan Malviya and Prof. R.N. Shukla, Communication Skills, S. Chand,
Chennai, 2010.
3) Courtland L. Bovee and John V.Thill, Business Communication Today,
McGraw-Hill, Inc., New Delhi, 2001.
4) Dr.C.S.G. Krishnamacharyulu and Dr.Lalitha Ramakrishnan, Business
Communication, Second Edition, Himalaya Publishing House, 2013.
5) Urmila Rani and S.M.Rai, Business Communication, Fifth Edition, Himalaya
Publishing House, 2010.
Journals and Magazines
1) Journal of Business Communication.
2) International Journal of Business Communication.
3) Business Communication Quarterly.
4) International Journal of Marketing and Business Communication.
5) Communication Journal of Business.
6) Journal of Business and Technical Communication.
Web Resources
1) www.businesscommunication.org
2) en.wikibooks.org/wiki/...and.../Business_Communications
3) www.mitel.com
4) wps.pearsoned.co.uk/ema_ge_bovee_bct_10
5) bigpicturecommunication.com.
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Decoding
Feedback
Bain Drain
6
5) Speed/ Time Considerations: The pressure of time and the distance between
the sender and the receiver influence the choice of the medium. Media like
telephone, telex, fax and email are the fastest in this case.
6) Cost of the Medium: Cost of the medium, keeping in view its urgency and
relative importance is one major factor to be considered. If the message is not
very urgent or important, low cost media, like ordinary post, etc. may be
chosen.
7) Availability of a Medium: A particular medium should be available to the
sender as well as the receiver for the message to be transmitted. The sender
can send the message through telephone only if the receiver has this facility
available.
8) Feedback Capacity: For some messages, immediate feedback is required. In
such a case, that medium should be chosen, which has the capacity for
immediate feedback, like the telephone.
9) Availability of a Printed (hard copy) for record: If a printed copy of the
message is require for record, and then the message cannot be transmitted by
oral or vocal mediums like telephone. In this case, letter, e mail or fax may be
suitable.
10) Requirement of the Situation: Sometimes, a particular situation may create
the need for a particular medium of transmission. For example, to offer a
formal note of thanks or to officially congratulate somebody, a written
communication may be more suitable.
11) Intensity and complexity of the message: Many messages have an
emotional content, or may be complex in nature or carry an intense result
with them. Care has to be taken while choosing the medium for such
messages.
1.3.6.2. MEDIA
Media refers to the collective communication outlets or tools that are used to
store and deliver information or data. It is either associated with communication
media, or the specialized communication businesses such as: print media and the
press, photography, advertising, cinema, broadcasting (radio and television),
and/or publishing.
“A medium is a device for moving information through time or space.”
- Defleur and Dennis,
Below diagram represents the various media used for effective communication.
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4) Effectiveness: With the help of variations in the tone, pitch and intensity of
voice, the speaker can convey shades of meaning. This factor also contributes
to the effectiveness of oral communication.
5) Immediate feedback: The speaker can get immediate feedback on whether it
is creating a favorable impression on the receiver or whether the rece iver will
protest or whether the receiver has receiver has clearly understood his
meaning or is feeling perplexed or baffled and he can mold and adjust his
message accordingly.
6) More suitable: The employees felt more suitable when the message transmits
in orally. They get an opportunity for feedback and clarification.
7) A relationship develops: Oral communication is mostly carried out helps to
promote friendly relations between the parties communicating with each
other.
8) Flexibility: By the demand of the situations oral instructions can be changed
easily and for these cases maintain the formalities are not necessary. So it is
very much flexible and effective.
9) Easiness: It is so easy method of communication. It needs little preparation to
send a message. No need of pens, pencils and other writing equipment’s which
are needed in written communication.
10) Correction of errors: If any error is expressed at the time of oral
communication. It was possible to rectify at that time or within a very short
time.
11) Motivation: In oral communication system, top executives and sub ordinates
staff can sit face-to-face and exchange their views directly, so sub-ordinates
are motivated day by day.
12) Special applications: Oral communication is more helpful in communicating
messages to groups of people at assembly meetings etc.
13) Maintaining secrecy: Interested parties of oral communication can maintain
the secrecy of messages easily.
DISADVANTAGES OF ORAL COMMUNICATION
Oral communication contains many advantages. In spite of this, there are oral
some disadvantages which are given below:
1) No record: In oral communication, messages are difficult to record. So it is
impossible to preserve the message for future.
2) Expensive: It is also expensive media of communication. Sometimes the
audience can be managed by paying T. A and D. A. On the other hand
Technological devices that are used in this system are costly.
3) Distortion of the word: If distortion of the word occurs in oral
communication then main goals of the organization may be filed.
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reports are of confidential nature also. A report must be based on facts and cover a
specific period of time. It must serve an objective and suggests the future course of
action.
(ii) Business Letters: The business letters are also an important form of
written communication. A business letter should be written in a formal way and in
simple language without any scope for confusion. It should be polite and courteous
but should also convey and idea impressively. Usually business letters are written
on printed paper containing the name and address of the company along with the
date and reference number. As business letters can be used for legal purposes also,
these should be written with great care.
(iii) Newsletters: Business houses often use business letters to inform their
customers about new products, change in channel of distribution, enhancement of
commission for distributors, improvement in the quality of the produce, reduction
in price, improvement in packaging, increase in weight and a new use of their
product etc. News letters are used for promotional activity. They must be lucid,
impressive, forceful simple convincing and precise.
(iv) Advertisements : Advertisements are meant to inform the people, of
company products and service ; The more a company carries on advertising
campaign, the more it succeeds in increasin g its sales Advertisements are made in
newspapers, magazines, periodicals, evening issues, radio commercials, T.V.
programmes, cinema slides and sales demonstrations. All advertisements must be
appealing, attractive, convincing and should succeed in achieving the objectives of
the company i.e., increase in sales. Advertising is not a waste of money but it helps
both the company as well as the customers. By advertising the sales of the
products and services of the company increase, providing the company with
economies of large scale production consequently the profits increase, cost of
production falls down and the company enjoys ability to complete.
(v) Manuals: Job manuals are a form of written communication and help in
defining duties and responsibilities of the employees. All big companies have job
manuals. In the absence, they follow standard job manuals. The specific duties of
an executives or high officials of the company can be ascertained, through job
manual. A job manual denotes exactly what are the powers and duties of the
person. How many people would work under him? What would be the reporting
relations and who would be responsible to whom? Job manuals also mention the
levels of structure of wage and salaries.
(vi) Signs: Signs are also used to communicate information. If a van with ‘+’
sign in red color passes on the road it indicates that it belongs to hospital or Red
Cross. A signal over the railway track also indicates the arrival or non -arrival of the
train. If the signal is down passengers shall get ready and wait anxiously for the
arrival of the train.
(vii) Annual Reports: Usually all the companies publish their annual reports
for the consumption of their shareholders, employees, public and government
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agencies. These reports consist of workin g results, information about public liking
and admiration of company products and services. Annual reports also mention the
economic problems faced by the company and efforts of the directions to solve
them. What company’s plans are for future action?
(viii) Bulletins: Some companies publish their bulletins informing people
about the products and services provided by the company, the standard of
workmanship and technical know-how, place of the company in reaction to share of
the market, future plans and efforts of the company to fulfill its obligations towards
social responsibility. Universities also publish bulletins mentioning their
educational programs, areas of specialization, names of degrees, diplomas, tuition
fee for each programme, other charges, hostel facilities provided, scholarships and
fellow-ships offered and mode of admissions.
(ix) Charts, Graphs and Diagrams: Charts, graphs and diagrams are also
used for written communication. Doctors use graphs to indicate the changing
temperatures of the patient in morning, noon and evening. Statisticians use graphs
to show the results over a period of few years like India’s exports and imports as
compared to those of last year. Banks use charts for public consumption and to
invite more bank deposits. Banks provide charts showing the amount invested,
duration covered and the amount of interest to be earned etc.
(x) Memoranda: Memoranda are of a great use to the executives. These are
sent to the concern executives so that they are well informed and their decisions
may be appropriate under the circumstances. The memoranda also called memo
could contain information concerning the industry or the industrial enterprise,
employees, labor productivity, cost of production and such other matters. Other
than the technical information the memos could also contain information about the
employees. This could be regarding a fringe benefit or a revision in wages or any
other matter concerning the employees. The memos supply upto date information
to the executives and also make them aware of the ongoing trends in the business.
This is a low cost of method of keeping the executives well informed.
(B) NONVERBAL COMMUNICATION
Nonverbal communication is the expression or exchanged of information or
messages through without using any spoken or written word. Some of the forms of
non-verbal communications are as follows:
1. Facial expression
2. Gestures
3. Body language
4. Proximity
5. Touch
6. Appearance
7. Silence
8. Paralinguistic
9. Eye Gaze or eye contact etc.
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1. Facial Expressions
Facial expressions are responsible for a huge proportion of nonverbal
communication. Consider how much information can be conveyed with a smile or a
frown. The look on a person face is often the first thing we see, even before we hear
what they have to say. While nonverbal communication and behavior can vary
dramatically between cultures, the facial expressions for happiness, sadness,
anger, and fear are similar throughout the world.
2. Gestures
Deliberate movements and signals are an important way to communicate
meaning without words. Common gestures include waving, pointing, and using
fingers to indicate numeric amounts. Other gestures are arbitrary and related to
culture. In courtroom settings, lawyers have been known to utilize different
nonverbal signals to attempt to sway junior opinions. An attorney might glance at
his watch to suggest that the opposing lawyer's argument is tedious or might even
roll his eyes at the testimony offered by a witness in an attempt to undermine his or
her credibility. These nonverbal signals are seen as being so powerful and
influential that some judges even place limits on what type of nonverbal behaviors
are allowed in the courtroom.
3. Para linguistics
Para linguistics refers to vocal communication that is separate from actual
language. This includes factors such as tone of voice, loudness, inflection, and
pitch. Consider the powerful effect that tone of voice can have on the meaning of a
sentence. When said in a strong tone of voice, listeners might interpret approval
and enthusiasm. The same words said in a hesitant tone of voice might convey
disapproval and a lack of interest.
Consider all the different ways simply changing your tone of voice might
change the meaning of a sentence. A friend might ask you how you are doing, and
you might respond with the standard "I'm fine," but how you actually say those
words might reveal a tremendous amount of how you are really feeling. A cold tone
of voice might suggest that you are actually not fine, but you don't wish to discuss
it. A bright, happy tone of voice will reveal that you are actually doing quite well. A
somber, downcast tone would indicate that you are the opposite of fine and that
perhaps your friend should inquire further.
4. Body Language and Posture
Posture and movement can also convey a gre at deal on information. Research
on body language has grown significantly since the 1970's, but popular media have
focused on the over-interpretation of defensive postures, arm-crossing, and leg-
crossing, especially after the publication of Julius Fast's book Body Language.
While these nonverbal behaviors can indicate feelings and attitudes, research
suggests that body language is far more subtle and less definitive that previously
believed.
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5. Proxemics
People often refer to their need for "personal space," which is also an important
type of nonverbal communication. The amount of distance we need and the amount
of space we perceive as belonging to us is influe nced by a number of factors
including social norms, cultural expectations, situational factors, personality
characteristics, and level of familiarity. For example, the amount of personal space
needed when having a casual conversation with another person usually varies
between 18 inches to four feet. On the other hand, the personal distance needed
when speaking to a crowd of people is around 10 to 12 feet.
6. Eye Gaze
The eyes play an important role in nonverbal communication and such things
as looking, staring, and blinking can also be important nonverbal behaviors. When
people encounter people or things that they like, the rate of blinking increases and
pupils dilate. Looking at another person can indicate a range of emotions including
hostility, interest, and attraction.
People also utilize eye gaze a means to determine if someone is being honest.
Normal, steady eye contact is often taken as a sign that a person is telling the truth
and is trustworthy. Shifty eyes and an inability to main tain eye contact, on the
other hand, is frequently seen as an indicator that someone is lying or being
deceptive.
7. Haptics (Touch)
Communicating through touch is another important nonverbal behavior. There
has been a substantial amount of research on the importance of touch in infancy
and early childhood. Touch can be used to communicate affection, familiarity,
sympathy, and other emotions.
Women tend to use touch to convey care, concern, and nurturance. Men, on
the other hand, are more likely to use touch to assert power or control over others.
8. Appearance
Our choice of color, clothing, hairstyles, and other factors affecting appearance
are also considered a means of nonverbal communication. Research on color
psychology has demonstrated that different colors can evoke different moods.
Appearance can also alter physiological reactions, judgments, and interpretations.
Just think of all the subtle judgements you quickly make about someone based on
his or her appearance. These first impressions are important, which is why experts
suggest that job seekers dress appropriately for interviews with potential employers.
Researchers have found that appearance can play a role in how people are
perceived and even how much they earn. One 1996 study found that attorneys who
were rated as more attractive than their peers earned nearly 15 percent more than
those ranked as less attractive. Culture can have an important influence in how
appearances are judged. While thinness tends to be valued in Western cultures,
some African cultures relate full -figured bodies to better health, wealth, and social
status.
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9. Artifacts
Objects and images are also tools that can be used to communicate nonverbally.
On an online forum, for example, you might select an avatar to represent your
identity online and to communicate information about who you are and the things
you like. People often spend a great deal of time developing a particular image and
surrounding themselves with objects designed to convey information about the
things that are important to them. Uniforms, for example, can be used to transmit a
tremendous amount of information about a person. A sol dier will don fatigues, a
police offers will wear a uniform, and a doctor will wear a white lab coat. At a mere
glance, these outfits tell people what a person does for a living.
1.4. REVISION POINTS
Communication: “‘Communication is the process by which i nformation is
transmitted between individuals and/or organizations so that an understanding
response results”
Objective of communication: The objective is to provide clear instruction, for
issuing direction, influencing others, integration and evaluation o f activities
Process of Communication: Process involves elements like sender, message,
encoding, communication channel, receiver, decoding and feedback
Medium for Communication: Communication involves verbal and non verbal
communication medium. Verbal in volves oral like speaking, listening and written
includes writing and reading. Non verbal media includes Facial Expression,
gestures, body language, proximity, touch, personal appearance and silence.
1.5. INTEXT QUESTIONS
1) How do you define communication?
2) What is the importance of Communication?
3) What are the different objectives of communication? Briefly explain any five of
them.
4) Discuss the different situations when the communication exists.
5) “Communication is an exchange of facts, ideas, opinions and emotions by two
or more persons.” Explain the statement and discuss the role of feedback in
communication.
6) Discuss the elements of communication process.
7) Communication is the lifeblood of an organization. Elaborate the statement
with suitable examples.
1.6. SUMM ARY
Communication may be defined as interchange of thought or information
between two or more persons to bring about mutual understanding and desired
action. It plays a major role in organizations related with managerial decisions and
effective functioning. Choosing the medium for effective communication depends on
the type of audience, accuracy, secrecy, speed and time considerations, cost and
availability etc.,
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LESSON – 2
2.3.1.3. Correctness
Message should not contain any wrong information, it should be authentic.
Choose the right level of Language. At the time of encoding, the sender should
ensure that his knowledge about the receiver is comprehensive. The level of
knowledge, educational background and status of the decoder help the encoder in
formulating his message. In case of discrepancy between the usage an d
comprehension of terms, miscommunication can arise. If the sender decides to
back up his communication with facts and figures, there should be accuracy in
stating the same.
At the core of correctness is proper grammar, punctuation and spelling.
However, a message may be perfect grammatically, but still insult or lose a
customer. Following are the guidelines for assuring correctness in the message:
Use the right level of language: formal or informal and avoid substandard
language or words.
Check accuracy of figures, facts and words
Maintain acceptable writing mechanics
2.3.1.4. Concreteness
Communicating concretely means being specific, definite and vivid rather that
vague and general. Often it means using denotative (direct, explicit) rather than
connotative words (ideas or notions suggested by or associated with a word or
phrase).
The benefits of the business professionals of using concrete facts and figures
are obvious; your receivers know exactly what is required or desired. Using concrete
language has some additional, less obvious advantages. When you supply specifics
for the reader or listener, you increase the like hood that your message will be
interpreted the way you intended. Moreover, concrete messages are more richly
textured than general or vague messages; they tend to be more vivid, dynamic, and
interesting.
The following guidelines can be used to compose concrete, convincing
messages:
Use specific facts and figures
Put action in your verbs
Choose vivid, image-building words
2.3.1.5. Credibility
If the sender can establish his credibility, the receiver has no problems in
accepting his statement. Establishing credibility is not the outcome of a one shot
statement. It is a long drawn out process in which the receiver through constant
interaction with the sender understands his credible nature and is willing to accept
his statement as being truthful and honest.
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but people would be suitably impressed into doing precisely nothing. As far as
possible, only simple and brief statements should be made. Excessive information
can also sway the receiver into either a wrong direction or into inaction. Quantum
of information should be just right, neither too much nor too little. Conciseness is a
prerequisite to effective business communication. A concise message saves time
and expense of both the sender and the receiver. Conciseness contributes to
emphasis, by eliminating unnecessary words.
To achieve Conciseness, following suggestions are observed:
A. Eliminate wordy expressions
B. Include only relevant material
C. Avoid unnecessary Repetition
Eliminate Wordy Expressions
Wordiness in expressions can be removed by suing single word substitutes
instead of phrases, replacing long conventional statements with concise versions,
avoiding overuse of phrases, omitting the use of "which" and "that" clauses and by
limiting the use of passive voice.
Examples:
Wordy: In most of the cases it has been seen that the date of the policy
lapses…
Concise: Usually, the date of the policy lapses….
Wordy: Allow me to say how helpful your last response was…
Concise: our last response was very helpful.
Wordy: It was known by Mr. Rajan that we must increase the production
Concise: Mr. Rajan knew that we must increase production
Include only Relevant Material
The effective concise message should not only omit wordy expressions but also
irrelevant statements. The following suggestions are to be observed in this regard:
1) Stick to the purpose of the message.
2) Delete irrelevant words and rambling sentences.
3) Omit information obvious to the receiver.
4) Avoid long introductions, unnecessary explanations, excessive adjectives, etc.
5) Get to the important point tactfully and concisely.
Avoid Unnecessary Repetition
Sometimes repetition is necessary for emphasis, but unnecessary repetition
leads to dullness and makes the message boring. Following suggestions can be
followed in this regard:
1) Use a shorter name after you have mentioned the longer one once.
2) Use pronouns or initials rather than repeat long names.
3) Combine two or more sentences by using subordinate clauses or phrases.
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COMMUNICATION
INTERNAL EXTERNAL
Planned communication among Planned communication with outsiders
FORMAL with insiders (letters, reports, (letters, reports, memos, speeches,
memos, e-mail ) that follows the websites and news release)
company’s chain of command
Casual communication among Casual communication with suppliers,
INFORMAL employees (email , face-to-face customers, investors and other
conversations and phone calls outsiders(Face- to-face conversations,
that do not follow the company’s email and phone calls)
chain of command)
A. INTERNAL COMMUNICATION
It refers to the exchange of information and ideas within an organization. As
employee, you are in a position to observe things that your supervisors and co -
workers cannot see: a customer’s first reaction to a product display, a supplier’s
brief hesitation before agreeing to a delivery date or a slowdown in the flow of
customers. Managers and co-workers need these little gems of information in order
to do their jobs. Internal communication helps employees do the ir jobs , develop a
clear sense of the organization’s mission and identify and react quickly to potential
problems. To maintain a healthy flow of information within the organization,
effective communicators use both formal and informal channels.
Formal Internal Communication Network: The formal flow of information
follows the official chain of command. There are organizational charts in many
company’s which commands good communication flow. In organization information
flows down, up, and across the formal hierarchy.
Downward Flow: Organizational decisions are usually made at the top and
then flow down to the people who will carry them out. Most of what filters
downward is geared towards helping employees do their jobs. From top to bottom,
each person must understand each message, apply it , and pass it along.
Upward Flow: To solve problems and make intelligent decisions, managers
must learn what’s going on in the organization. Because they can’t be everywhere at
once, executives depend on lower-level employees to furnish them with accurate,
timely reports on problems, emerging trends, opportunities for improvement,
grievances, and performance.
Horizontal flow: Communication also flows from one department to another,
either laterally or diagonally. This horizontal communication helps employees share
information and coordinate tasks, and it is especially useful for solving complex
and difficult problems.
Formal organization charts illustrate how information is supposed to flow. In
actual practice, however, lines and boxes on a piece of paper cannot prevent people
from talking with one another.
Informal internal communication: Every organization has an informal
communication network known as grapevine that supplements official channels. As
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people go about their work, they have casual conversations with their friends in the
office. Although many of these conversations deal with personal matters, about 80
percent of the information that travels along the grapevine pertains to business.
The informal communication network carries information along the organization’s
unofficial lines of activity and power. The grapevine is an important source of
information in most organizations.
B. EXTERNAL COMMUNICATION
The external communication network links the organization with the outside
world of customers, suppliers, competitors, and investors, journalists, and
community representatives. Sometimes this external communication is carefully
orchestrated – especially during a crisis. At other times it occurs informally as part
of routine business operations.
Formal external communication: Companies use external communication to
create a favorable impression. Whether by letter, website, phone, fax, internet, or
videotape, good communication is the first step in creating a favorable i mpression.
Carefully constructed letters, reports, memos, oral presentation, and websites
convey an important message to outsiders about the quality of your organization.
Messages such as statements to the press, letters to investors, advertisements,
price increase announcements and litigation updates require special care because
of their delicate nature. Therefore, such documents are often drafted by a
marketing or public relations team – a group of individuals whose sole job is
creating and managing the flow of formal messages to outsiders. The public
relations team is also responsible for helping management plan for and responds to
crises – which can range from environmental accidents or sabotage situations to
strikes, massive product failure, major liti gation, or even an abrupt change in
management. To minimize the impact of any crisis, expert communicators advise
managers to communicate honestly, openly and often. If handled improperly, crises
can destroy a company’s reputation.
Informal external communication: Although companies usually
communicate with outsiders in a formal manner, informal contacts with outsiders
are important for learning about customer needs. As a member of an organization,
you are an important informal conduit for communicating wi th the outside world.
Every employee informally accumulates facts and impressions that contribute to
the organizations collective understanding of the outside world. In the course of
your daily activity you unconsciously absorb bits and pieces of information that add
to the collective knowledge of your company. Top managers rely heavily on informal
contacts with outsiders to gather information that might be useful to their
companies. Much of their networking involves interaction with fellow executives.
Many top level employees recognize the fact that keeping constant touch with the
external real world, front line employees, customers by making an opportunity to
talk to them and getting feedback helps in organizational improvement. Receiving
feedback is considered to be the most important aspect of communication.
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9) A concise message saves time and expense of both the sender and the
receiver.
10) Conciseness contributes to emphasis, by eliminating unnecessary words.
11) Four S's of Communication are Sincerity, Simplicity, Shortness and Strength
2.7. TERMINAL EXERCISES
1) What is Communication in an organizational setting?
2) List out the principles of communication.
2.8. SUPPLEMENTARY MATERIALS
1) Keith Denton, “Imporving Community Relations”, Small Business Reports,
August 1990, pp.33-34, 36-41.
2) Selwyn Feinstein, “Remedial Training”, Wall Streat Journal, 20, February,
1990.
2.9. ASSIGNMENTS
1) What are your strengths and weaknesses as a writer and as a speaker?
Present your analysis in a way that will help your instructor plan this course
to meet your needs.
2.10. SUGGESTED READING/ REFERENCE/ BOOKS/SET BOOKS
1) Lesikar & Pettit, Business Communication, Theory and Practice, A.I.T.B.S.,
Publishers and Distributors.
2) Asha Kaul, Business Communication, Prentice Hall of India
3) Hatch, Richard, Communicating in Business, Science Research Associates
2.11. LEARNING ACTIVITIES
1) A model of inter-departmental note, circular, inters –office memo, a sales
letter, a complaint letter, an appreciation letter, a letter requesti ng for grant
and the take may be granted.
2) A sample of print communication can be made use of to highlight the
principles of communication followed.
2.12. KEY WORDS
Seven C's of Effective Communication, Four S's of Communication, General
Principles of Effective Communication, Internal Communication, External
Communication, Formal communication, Informal Communication .
29
LESSON – 3
BARRIERS OF COMMUNICATION
3.1. INTRODUCTION
Communication is the process of transfer of ideas and expressions from one
person to another. It is the way of self expression. The information to be
communicated should be clear and accurate. If an individual sends the message,
and the other one receives it and interprets it in the same way as the sender had
intended to express, the process of communication is said to be complete and
successful. However, Communication is not always successful. Certain barriers in
communication affect the clarity, accuracy and effectiveness of the message. These
barriers hamper the growth of communication and relegate it to the status of a
conversation where feedback is not expected. If either the speaker or the listener
has problems in adjusting his frequency with the co-interactants, barriers would
automatically be erected.
3.2. OBJECTIVES
After studying this lesson, you should be able to:
Realize the Existence of Pitfalls or Barriers in Communication
Know the principal barriers in Communication
3.3. CONTENTS
3.3.1. Categorization of Barriers
3.3.2. Technical Aspects in Communication Barriers
3.3.1. CATEGORISATION OF BARRIERS
The Barriers or negative forces may affect the effectiveness of communication by
acting upon any or all of the basic elements of communication process and
sender/receiver/ channel. As the barriers to communication influence the major
variables in the communication process, they may be categorized on various bases.
Though the list of Barriers is exhaustive and there are many ways in which the
Barriers can be categorized, one of the oldest categorization of barriers is stated below:
1) Semantic barriers: Different people assign different meanings to one specific
message. This is due to the problems with meaning, significance, and the
sending and reception of the meaning and content of the massage.
2) Organizational barriers: This type of barrier develops due to the problems
with physical distance between members with respect to their functional
specialization of tasks, power, authority and status relationship, values held,
and ownership of information.
3) Interpersonal barriers: These barriers also develop in the process of
communication. They are based upon the relationships, values held, and
attitudes of the participants in the process of communication.
4) Individual barriers: These are also called psycho-sociological barriers. The
problem of this barrier arises due to differences in individual competencies to
think and act, which would include physical ailments or handicaps. It is also
30
country but small boy in another part of the country. As inferences can give a
wrong signal, more information may be sought to clari fy doubts.
(d) Unqualified assumptions: Sometimes, the sender may send information is
not clarified to the receiver, as he does not understand the assumptions clearly.
(e) Technical Language: When technical language is used in the
communication process, it creates barriers in understanding the message in the
same sense and in the same spirit. When technical jargons or specialist languages
are used in the communication and conversation process, they create tension,
confusion and misunderstanding between the sender and the receiver.
Example: Consider the new meanings given to ordinary words by computer
technology; to people who are not familiar with computers, "mouse" is only an
animal, where as in computer jargon, it is a device.
3.3.1.2. Organizational Barriers
Interference may arise from the relative status and power of the participants,
the exercise of traditional roles, and incompatible needs and expectations. It may
arise because of centralization or decentralization in an organization. It may
originate in contradictory management policies, or too many levels of management
or the clash between line and staff operations. The specialized nature of functions
or even the special language of those functions may cause it. It may have its source
in formal informal, or grapevine transactions. Following are the organizational
barriers in communication:
(a) Organization culture and climate: In every organization, there exists a
unique culture and climate. The climate and culture of an organization ultimately
influence the freedom, thrust and interaction pattern among people in an
organization. As people working over there take time to adapt themselves,
bottlenecks in communication are inevitable.
(b) Organizational rules and regulations: The rules and regulations of the
organization vary widely from one organization to another. They may be so rigid
that they may influence the flow of information in a wrong direction.
(c) Status relationships: The status, power and position relationship acts as
the hurdle in the effectiveness of communications. Individuals may not be able to
say what they wish to say because of their fear for the position and power of the
other party in the communication process.
(d) Complexity in organizational structure: The complex hierarchical structure
of the organization like too tall or too much of divisionalization of the organization
may not facilitate the free flow of communication.
(e) Inadequate facilities and opportunity: The organization may not have
adequate communication facilities, equipment and mechanisms. Open door
employment system, conferences, seminars and meetings being held in the
organization also influence it.
32
(f) Lack of cooperation between superior and subordinate: There may not be
proper cooperation between the superior and subordinate for various personal or
organizational relationships, which may held to improper communication in an
organization.
3.3.1.3. Interpersonal Barriers (Relating to Superior-subordinate)
Effectiveness of Communication depends a lot upon the interperson al
relationship between two people. If and when the sender and receiver are at the
same economic, educational and status level and also have good rapport among
each other, there is hardly any barrier arising in communication. But, in case of a
difference at any level, there is a greater chance of Miscommunication. The most
common example for this in an organization is the Barriers relating to Superior and
Subordinate.
The subordinate must follow the order of the superior, carry out all work
efficiently, and provide full information related to any matter, which arises in the
organization or in any work. Moreover, the superior should have full confidence
upon himself and the subordinate. In cash he wishes to gives some important
message to the subordinate, the barriers existing between them in communication
will be reduced. There are two types of superior- subordinate barriers. They are
barriers emanating from both superiors and subordinates:
1) Barriers emanating from superiors: Following are the barriers with respect
to the superiors:
i. Shortage of time for employees: Superior may not devote enough time for
their employees due to their busy schedule or other preoccupations. As a
result, a gap is created between the superior and subordinates. In the later
stage, it acts as a hurdle in the communication process.
ii. Lack of trust: Sometimes, the supervisors may not trust their subordinates
because of variety of reasons, which can act as a hurdle in the free flow of
communication in a organization.
iii. Lack of consideration for employee's needs: The employer may not devote
enough time for the employees. As a result, they are enabling to understand
their needs and genuine problems. It may lead to miscommunication.
iv. Wish to capture authority: The superior may hide the confidenti al and
important information from employee in view of capturing and retaining
their authority, which acts as the barrier to communication between the
superior and subordinates in the organization.
v. Fear of losing power of control: The supervisor may have a fear of losing
power of control if they freely express their ideas and view with their
subordinate. Therefore, they may hide certain important information from
their employees, which ultimately affect the communication process in the
organization.
33
5) Poor attention and Retention: About half of the information, if not properly
retained, is lost. The sender may suffer from each a problem. It also said that
about 30% of the information is lost in each oral transmission. Human
memory may not always retain what it is told. This causes communication
breakdown and necessitates the repetition of the message using several
channels
6) Inattention: The preoccupied mind of the receiver and the reluctant non -
listening is one of the major psychologies barriers. It is because of it that
people do not react to ideas/massages received in communication.
7) Undue importance of written words: The undue importance given to the
written words may lead to loss of information. The successive information is
not accurate and right. Written communication often tells what is to be done
but not why it should be done. It takes the persuasive quality.
8) Defensiveness: If one feels threatened by a message, one becomes defensive
and responds in such ways that reduce the understanding. Such defensive
behaviour prevents understanding.
9) Closed Mind: Limited intellectual background, limited reading and narrow
interests can cause a person's mind to be narrow. This limits the ability to
take in new ideas. People with closed minds do not take in any new
information or suggestions to change.
10) State of Health: Physical condition can affect the efficiency in all
communication skills. In case of poor health condition, the communicating
ability is reduced as the mind is not alert and perception is low.
11) Filtering: Filtering is the process of reducing the details or aspects of a
message. Each person who receives the message reduces it according to his or
her understanding of the situation. In this process, much of the important
information may be lost or misinterpreted and the sender will fail to convey
what he wants to convey.
3.3.1.5. CROSS - CULTURAL/ GEOGRAPHIC BARRIERS
Culture is a shared set of values and attributes of a group; it is the sum total
of the ways of living built up by a group and transmitted from one generation to
another. Culture is so much a part of an individual's manner of talking, behaving
and thinking, that communication style and competence are influenced by it.
Some of the significant differences betwee n cultures are:
(a) National Character/ Basic Personality.
(b) Language
(c) Values and norms of behaviour
(d) Social relationships
(e) Concepts of time
(f) Concepts of space
36
actions such as being hard to contact. It is the most important thing in seat
word language.
e. Noise in communication process. Noise can enter the communication
process because of situational factors. It is one of the factors influencing the
communication process. Noise is mostly related to mechanical distractions.
A few noise distractions are as follows: (i) Human sounds, (ii) Traffic, (iii)
Telephone instruments (iv) Channel defects (v) Birds (vi) Trees (vii) Fans (viii)
Chalk writing (ix) Use of Duster (x) Projector and (xi) Nasal Voic e.
3.3.3. OVERCOMING THE BARRIERS IN COMMUNICATION
Constant effort is required to overcome the barriers which unconsciously creep
up in the process of Communication. Barriers can be overcome if sufficient effort is
put into the communication process and it is desired that communication be
effective and efficient. One way of reducing the effects of these barriers is to check
continuously during the communication process what the massage really is. The
actions to be taken by the Sender, Receiver and together the two of them, to achieve
this are listed below:
Sender:
The sender should be clear about the following Ws and H:
WHO: To whom should the message go?
WHY: Why should I communicate? What are the motives?
WHAT: Decide what to communicate. Be clear about what one needs to
communicate.
WHEN: The best time for optimum reception is chosen.
HOW: Use a language, which the receiver will understand and which is
unambiguous.
WHERE: Choose a location which will not interfere with the reception,
understanding and acceptance of the message: Privately? Home or away? In a
group? At work or outside?
Receiver:
The receiver can be aware about the following, to overcome the barriers: Be
fully attentive to sender.
Listen actively to the message being sent.
Ask for clarification and repetition wherever necessary.
Keep checking the receipt of information with sender.
Both: Receiver and Sender can make the Communication Flawless if
they:
Realize that misunderstandings are bound to occur, and be alert for all
cues to this effect.
Listen, listen, listen, and listen again.
Share opinions, feelings and perceptions generated by the message.
39
Proper redesign of organizational structure will reduce the status gap. Status
effect can occur when one person is considerably higher in the hierarchy than
another.
10) Division of labour: There should be proper division of labour between the
persons in order to reduce information overload and prevent delay in
information transfer.
11) Organization policies: The organization should formulate their policies in
such a way that it will give full advantage to all members of the organization.
It should be flexible and easy to implement. While organization's goal must be
clear, everyone must know about his position, his right in the organizational
communication. The network has to be fully developed so that no such type of
barriers exists. Moreover, there should be consistency when message a passed
from sender to receiver. One should not introduce his own view in the
message. It must be clear and understood by everyone easily. Timeline in
message should be there. If it is not passed in time, such message will be of
no use.
12) Minimize semantic problem: People use either the same word in different
ways or different words in the same way. One will be surprised to know that
there are 15 different meanings of the word 'charge' in the English language.
They also occur when people use jargons or professional shorthand which
they expect other to understand, or language which is outside the other's
vocabulary.
13) Proper communication channels: If one wants immediate action from the
receiver, there is no need to send a lengthy discussion report. One would
probably pick up the telephone or go to hi s office to tell him what to do.
Remember also that one picture is worth a thousand words, and in this age of
computer graphics, the information can be produced more quickly in this way
too.
14) Right feedback: Although one -way communication is quicker, two –way
communication is more accurate. In complex situations, it helps both sender
and receiver to measure their understanding and improves their joint
commitment to the task. It enables both parties to identify and correct
misunderstanding leading to a higher quality of reception and acceptance. To
communicate effectively, we need to overcome all the barriers and own skills
to improve the existing communication abilities.
3.3.4. GUIDELINES TO OVERCOME BARRIERS TO COMMUNICATION
(1) Clarify Ideas before Communication:
The person sending the communication should be very clear in his mind about
what he wants to say. He should know the objective of his message and, therefore,
he should arrange his thoughts in a proper order.
41
Keep words simple: This will reduce your thoughts to essentials and the
message will be easier to understand for the receiver. The message will be
lost if the words are complex and do not lend to a clear single meaning.
Do not be boggart down by rules of composition: While the rules of
grammar and composition must be respected, they should not take priority
over the ultimate purpose of the communication.
Write concisely: Use as few words as possible. Do not be brief at the cost of
completeness, but express your thoughts, opinions and ideas in the fewest
number of words possible.
Be specific: Vagueness destroys accuracy, which leads to misunderstanding
of the meaning or intent of the message . Accordingly, be specific and to the
point.
4) Avoid Credibility Gaps: Communication is a continuing process and the goal
of the communication is complete understanding of the message as well as the
creation of trust among all members of. the organization. A ccordingly, the
management must be sincere and should earn the trust of the subordinates.
Management should not only be sensitive to the needs and feelings of workers
but also its promises should be supported by actions. According to the studies
conducted by J. Luft, openness and an atmosphere of trust builds healthy
relationship and closes credibility gaps, thus contributing to communication
effectiveness.
3.4. REVISION POINTS
1) The Communication Barriers are the negative forces that may affect the
effectiveness of communication by acting upon any or all of the basic elements
of communication process and sender/receiver/channel.
2) The barriers to communication can be categorized as follows:
Semantic Barriers: Arising out of different meanings assigned to same
words by different people or difference in interpretation
Organizational Barriers: Arising out of to Organizational Policies, Culture,
Climate, Rules, etc
Interpersonal Barriers: Arising due to the relationship between the sender
and receiver, especially between Superior and subordinate
Psycho sociological/ Individual Barriers: Arising due to personal
characteristics of the sender and receiver and factors like filtering, style,
state of health, etc.
Cross Cultural Barriers: Arising due to difference in Cultural Values and
Beliefs of sender and receiver. They may be on account of difference in
Language, National Character, Time, etc.
Physical barriers: Barriers of Distance, Defects of Medium, Environment,
Noise, etc.
Technological barriers: Arising due to Technological advancements.
44
LESSON – 4
Receiver:
The receiver can be aware about the following, to overcome the barriers: Be
fully attentive to sender.
Listen actively to the message being sent.
Ask for clarification and repetition wherever necessary.
Keep checking the receipt of information with sender.
Both: Receiver and Sender can make the Communication Flawless if
they:
Realize that misunderstandings are bound to occur, and be alert for all
cues to this effect.
Listen, listen, listen, and listen again.
Share opinions, feelings and perceptions generated by the message.
Thus, both parties separately as well as together have to work to remove
the barriers and achieve the communication effectiveness. For example, a
manager tries to get things done through other people. The management
of people can be called leadership, and all
of us have our own preferred leadership styles, which affect the ways in
which we communicate with others, especially our staff.
Measures to Overcome Barriers in Communication
Following are some of the additional measures to overcome the barriers to
communication:
1) Fostering good relationship: Strong relationships must be fostered between
the employer and the employee in order to avoid misunderstanding and accept
each other's viewpoints in order to remove the barriers and to facilitate proper
communication in the organization.
2) Purposeful and well focused Communication: Communication should be
purposeful and directed to an individual. At the end of the Communication,
the receiver should not be left to feel that communication had been
meaningless or useless.
3) Coordination between superior and subordinates: In case the superior
thinks on one line, which is different from the subordinate and vice versa, it
will affect the effectiveness of communication. Therefore, there should be good
and proper coordination and cooperation between the superior and
subordinate for effective communication.
4) Avoid technical language: The specialized language should be avoided.
There should be all efforts to use the language commonl y understood by the
receiver and sender of the message. There should be least use of technical
jargons in communication process.
47
Remember also that one picture is worth a thousand words, and in this age of
computer graphics, the information can be produced more quickly in this way
too.
14) Right feedback: Although one -way communication is quicker, two –way
communication is more accurate. In complex situations, it helps both sender
and receiver to measure their understanding and improves their joint
commitment to the task. It enables both parties to identify and correct
misunderstanding leading to a higher quality of reception and acceptance. To
communicate effectively, we need to overcome all the barriers and own skills
to improve the existing communication abilities.
4.3.2. GUIDELINES TO OVERCOME BARRIERS TO COMMUNICATION
(1) Clarify Ideas before Communication:
The person sending the communication should be very clear in his mind about
what he wants to say. He should know the objective of his message and, therefore,
he should arrange his thoughts in a proper order.
(2) Communicate According to the Need of the Receiver:
The sender of the communication should prepare the structure of the message
not according to his own level or ability but he should keep in mind the level,
understanding or the environment of the receiver.
(3) Consult Others before Communication:
At the time of planning the communication, suggestions shoul d be invited from
all the persons concerned. Its main advantage will be that all those people who are
consulted at the time of preparing the communication plan will contribute to the
success of the communication system.
(4) Be Aware of Language, Tone and Content of Message:
The sender should take care of the fact that the message should be framed in
clear and beautiful language. The tone of the message should not injure the feelings
of the receiver. As far as possible the contents of the message should be brief and
excessive use of technical words should be avoided.
(5) Convey Things of Help and Value to the Listener:
The subject matter of the message should be helpful to the receiver. The need
and interest of the receiver should specially be kept in mind. Communication is
more effective in such a situation.
(6) Ensure Proper Feedback:
The purpose of feedback is to find out whether the receiver has properly
understood the meaning of the information received. In the face -to- face
communication, the reaction on the face of the receiver can be understood.
But in case of written communication or some other sort of communications
some proper method of feedback should be adopted by the sender.
(7) Consistency of Message:
The information sent to the receiver should n ot be self- contradictory. It should
be in accordance with the objectives, policies, programmes and techniques of the
49
organization. When a new message has to be sent in place of the old one, it should
always make a mention of the change otherwise it can create some doubts.
(8) Follow up Communication
In order to make communication effective the management should regularly
try to know the weaknesses of the communication system. In this context effort can
be made to know whether to lay more stress upon the formal or the informal
communication would be appropriate.
Similarly, suggestions can be invited in respect of the medium of
communication (oral, written and gestural) to know as to which medium would be
more effective and appropriate.
(9) Be a Good Listener
It is the essence of communication that both the sender and the receiver
should be good listeners. Both should listen to the each other’s point of view with
attention, patience and positive attitude. A sender can receive much relevant
information by being a good listener.
4.3.3. STRATEGIES TO ENHANCE MANAGERIAL COMMUNICATION
It is very important for the management to recognize and overcome barriers to
effective communication for operational optimization and this would involve
diagnosing and analyzing situations, designing proper messages, selecting
appropriate channels for communicating these messages, assisting receivers of
messages in correct decoding and interpretation and providing an efficient and
effective feedback system. Some of the steps that can be taken in this respect are as
follows:
1) Feedback: Feedback helps to reduce misunderstandings. The information is
transferred more accurately when the receiver is given the opportunity to ask
for clarifications and answer to any questions about the message. Two-way
communication, even though more time -consuming, avoids distrust and
leads to trust and openness, which helps in building a healthy relationship
contributing to communication effectiveness.
2) Improve Listening Skills: Good listening habits lead to better understanding
and good relationships with each other. Some guidelines for effective listening
are:
Listening requires full attention to the speaker. Do not let your mind
wander or be preoccupied with something else, otherwise you will not be
able to grasp the meaning of the message in its entirety.
The language used tone of the voice and emotions should receive proper
attention. Listen for feelings in (he message content and respond positively
to these feelings.
Ask questions to clarify any points that you do not understand clearly and
reflect back to the speaker, your understanding of what has been said.
50
Make sure that there are no outside interruptions and interference during
the course of conversation.
Do not prejudice or value the importance of the message due to your
previous dealings and experiences with the sender or your perceptions
about him, positive or negative.
Do not jump to conclusions before the message is over and is clearly
understood.
Summarize and restate the message after i t is over to make sure about the
content and the intent of the message.
3) Develop Writing Skills: Clearly written messages can help avoid semantic
and perception barriers. A well-written communication eliminates the possibility
of misunderstanding and misinterpretation. When writing message it is
necessary to be precise thus making the meaning as clear as possible so that it
accomplishes the desired purpose. Some helpful hints in written communication
are suggested by Robert Degise as follows:
Keep words simple: This will reduce your thoughts to essentials and the
message will be easier to understand for the receiver. The message will be lost if
the words are complex and do not lend to a clear single meaning.
Do not be boggart down by rules of composition: While the rules of grammar
and composition must be respected, they should not take priority over the
ultimate purpose of the communication.
Write concisely: Use as few words as possible. Do not be brief at the cost of
completeness, but express your thoughts, opinions and ideas in the fewest
number of words possible.
Be specific: Vagueness destroys accuracy, which leads to misunderstanding of
the meaning or intent of the message. Accordingly, be specific and to the point.
4) Avoid Credibility Gaps: Communication is a continuing process and the goal of
the communication is complete understanding of the message as well as the
creation of trust among all members of. the organization. Accordingly, the
management must be sincere and should earn the trust of the subordinates.
Management should not only be sensitive to the needs and feelings of workers but
also its promises should be supported by actions. According to the studies
conducted by J. Luft, openness and an atmosphere of trust builds healthy
relationship and closes credibility gaps, thus contributing to communication
effectiveness.
4.4. REVISION POINTS
1) To overcome barriers, the Sender should be aware, as to Whom, Why, Where,
What message is to be transmitted and How is it to be transmitted. The
Receiver should listen to the message attentively.
2) There are various Measures to Overcome the Barriers to Communication, like
removing Semantic difficulties, giving proper feedback, removing
organizational bottlenecks, and so on.
51
UNIT – II
LESSON – 5
INERPERSONAL COMMUNICATION
5.1. INTRODUCTION
Interpersonal communication is the foundation of human interaction. Its
importance for innovation and change can hardly be overemphasized. In this section,
communication from different viewpoints including listening and speaking is ex.
5.2. OBJECTIVES
After studying this chapter you should be able to:
Understand the different types of Communication,
Business application of different types of Communication
Interpersonal communication
Common barriers to Interpersonal Communication and its uses.
5.3. CONTENTS
5.3.1. Types of Communication
5.3.2. Interpersonal Communication
5.3.3. Common Barriers to Interpersonal Communication
5.3.4. Uses of Interpersonal Communication
5.3.1. TYPES OF COMMUNICATION
Communication is the exchange of information, news, ideas, feelings and views
between persons. In the process of communication, information flows form sender
to receiver. Organizations are mainly concerned with two types of communication.
These are internal communication and external communication. Internally,
communication occurs horizontally and vertically. Moreover, these communications
may occur formally and informally. The following diagram shows the various types
of communication:
53
5.9. ASSIGNMENTS
1) A block diagram depicting the types of communication may be presented.
2) A Management game to improve interpersonal communication like T -group
training may be conducted.
5.10. SUGGESTED READING/ REFERENCE/ BOOKS/SET BOOKS
1) Sehgal M.K., Khetarpal Vandana, Business Communication, Excel Books
2) Urmila Rai and S.M. Rai, Business Communication, Himalaya Publishing
House
3) P.D. Chaturvedi, Mukesh Chaturvedi, Business Communication, Concepts,
Cases and Applications, Pearson Education
4) Bowman, Joel and Branchaw, Business Communication: From Process to
Product, Dryden Press
5) Courtland Bovee and John Thill, Business Communication Today, Random
House, New York.
5.11. LEARNING ACTIVITIES
You have just been promoted to manager and you have developed a good
support with most of your employees, but Thoman and Murugan are always going
to your supervisor with matters that should go through you. Both employees have
been at the company for atleast 10 years longer than you have, and both know your
supervisor very well. Should you speak with them about this? Should you speak
with your supervisor?
5.12. KEY WORDS
Interpersonal communication, Upward and Downward Communication,
Horizontal and vertical communication, Formal and informal communication, Uses
and Barriers in communication. Management of interpersonal communication.
62
LESSON – 6
offers a mode of expression of personality and dynamics of self and its relationship
with others. It is a method of analyzing and understanding inter personal behaviour.
Transactional analysis involves the analysis of the following factors:
(a) Study of awareness
(b) Ego State
(c) Analysis of transactions
(d) Life Script
(e) Psychological games
(f) Study of life positions
(g) Stroking
(f) Games analysis
Definitions
“Transactional analysis is a technique used to help people better understand
their own and other’s behaviour, especially in interpersonal relationship.”
6.3.2. MODELS OF INTERPERSONAL RELATIONSHIP
6.3.2.1. Study of Awareness- Johari Window
Joseph Luft and Harrington Ingham have developed a model to look at one’s
personality that can be known and unknown to self and known and unknown to
others. The concept known as Johari Window is shown in Figure below. It is a
technique to analyze and improve interpersonal transaction.
The above figure indicates that there are four parts (self) in all of us that has
been indicated by four quadrants. These are explained below:
(a) Open Self: Open Self is known as Public area. This quadrant indicates
information about self is known to oneself and also to others. The information
relates to feelings, motivation and behaviour of an individual, which he is willing to
share with those whom he comes in contact. The individual be haves in a straight
forward manner and is sharing. In an organizational setting, because of the
openness of the individual the chances of conflict are reduced to minimum.
(b) Blind Self: This quadrant is related to information is not known to self but
known to others, who interact with you, know more about you. This is known as
blind area. It is important that an individual should reduce blind area to the
64
minimum by interacting with people more intimately and by asking questions about
self. For example, an individual may not be aware of the fact that he is extremely
task oriented and employees do not like it. In other words, others know and perceive
the individual as a hard taskmaster and dislike him because of this. This is blind
area that a person is blind to the fact that he interacts with others in the professional
manner. This situation is likely to create an unpleasant atmosphere in the
organization. Individual therefore should reduce blind area and increase public area.
This will reduce conflict situations to a great extent in interpersonal behaviour.
(c) Hidden Self: Certain aspect of personality has formed this quadrant. Self
knows information but others do not know it. There are certain aspects, which are
private. Individual therefore does not want to share it with subordinates and wants
to keep hidden. The area is also called Private Area.
(d) Unknown Self: This area is characterized by facts unknown to the self and
to others. This is dark area, which is not pregnable. There is nothing much that can
be done about it. It should be an endeavor to improve upon oneself by obtaining
feedback from others about self. Individual should carry out improvement and
perceive oneself correctly so that one perceives each person in the right manner.
There are certain factors to improve Interpersonal relations. (Public area).
Development of Inter-Personal Relationship
(a) Develop positive attitude: We have already studied attitude, perception
and values and its relationship towards accomplishment of given task. It shou ld be
an endeavour of every manager to look at the individuals, situations from positive
point of view and remove distortion if any in a particular situation. Personal bias is
dangerous and acts as bloc in improving relationship. If a manager is unbiased,
have positive feeling towards his subordinates, advices them when in trouble and
supports them in day-to-day functioning will develop a positive feeling about the
workers, which will reduce blind area and convert it in to public area. This will
bring an excellent work environment in the organization.
(b) Be Empathetic: Manager must look at from the employees’ point of view.
He should be able to identify subordinates need pattern and try and fulfill them. He
should display high degree of sensitivity towards the subordinates and rise above
the personal interest for the well being of employees.
(c) Improve Self Concept: Every individual must improve his self-image. This
is possible when work is assigned to an individual based on his skills, aptitude,
experience, knowledge and qualification. In case there is distortion between the
individual’s expectations and job requirement, a person is bound to develop
frustration that would lead to the feeling of inadequacy (for a highly skilled person).
In this situation a job rotation or even change of organization is recommenced. This
will bring to him new challenges, and have a greater degree of freedom of action and
job satisfaction that will lead to increased degree of self-concept. In nutshell, self-
concept is achieved by achieving an ideal fit between individual competency and job
requirement.
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displays temper, tantrums, giggling and coyness. The individual thinks non -logical
and wants immediate action on various issues. Such behaviour is formed unto 5
years of age by accepting inputs of behaviour of various individuals around in
childhood days. Child gets a social birth and inherits various patterns within the
child ego state. These are:-
(a) Natural Child
Natural child generally displays following behavioural pattern
Affectionate
Does what come in the way
Fearful
Self-indulgent
Self-centered
Aggressive
(b) Adaptive child
Adaptive child is psychologically trained in obeying instructions from parents
though not to his liking and does whatever because parents insist to do so. It has
the tendency to get involved in NOT OK transaction. Rebellion, frustration becomes
part of his personality.
(c) The little professor
The little professor is intuitive, creative and manipulative. He believes in magic
and uses this ego state with adult ego state and achieves go od interpersonal
relationship. He responds to non-verbal communication and play hunches. He is
imaginative.
6.3.2.3. Analysis of Transactions
One of the barriers of communication is crossed transaction. TA is a technique
for examining the nature of interpe rsonal communication between the two
individuals and to analyze its effectiveness. Every piece of conversation is treated as
a transaction. For example when A talks to X it is one transaction and when X
replies to A it is another. Each transaction of an in dividual emanates from parents
ego, adult ego or child ego state. As stated earlier, parent ego state (P) is
authoritarian, the adult ego state (A) is rational and logical in approach and lastly
the child ego state (C) is impulsive. Every person transacts from all the three ego
states but each one of us has one ego state as dominant. Transaction is effective
when stimulus and response is from the same ego state and the complementary in
nature. Crossed transactions create conflict and problems for interperso nal
behaviour.
Let us study patterns of complementary transaction.
(a) Complementary Transaction
Complementary transactions are those communications where stimulus and
response (S—R) is from identical ego state. Message from one person gets almost
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predicted response and the transaction is parallel. There are nine such
complementary transactions:-
(i) Adult – Adult Transaction
Both individuals are transacting from adult ego state. The stimulus and
response are based on logical thinking and rationale. This ty pe of communication is
considered most ideal in any organization. There is least chance of conflict among
the workers. See figures below:
.
(b) Non-Complimentary Transactions
Non-Complimentary transactions are those transactions which a sender sends
the message on the basis of his ego state, but the response is from an uncompatible
ego state on the part of receiver. Such behaviour occur when stimulus and
response is not parallel. Following figure depicts non complimentary transaction.
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your parents, you would not like a person to speak lie and in turn you will teach
your children “Not to lie”. If you have been told in childhood that one must not butt
in when two people are speaking, you would also practice and preach the same in
life what one is doing is what one has learnt. One is repeating (enacting) the script
of what has been learnt. Berne states that life script is a complete plan of living.
He further states that the script is full of offering based on structures of
injections, prescriptions for various situations as to how one should behave and
permissions. In the process, the person is either successful called winner or
unsuccessful called loser. Winner programming (of script) is more adaptive because
the person with above life script enjoys more autonomy in his dealings, while the
loser has strong injunctions and inner demon who disturbs the whole life plan and
therefore a person does not succeed in life. Joneward has gone further and stated
that every person plays a drama on public stage and private stage in life. She
further states that life script resembles as a script of drama whose characters,
dialogues, actions, scenes and themes is learned in life and enacted as drama/play
culminating towards a climax and ends in final curtain. Life script is nothing but a
formation of personality in early stage and its display in life span that has a great
impact on how a person transact with other person.
If he is winner, the organization where he is employed will achieve growth and
display positive outlook in all his dealings. If one has a looser script, he will behave
negatively, be critical and may bring negative growth to the organization. It is
therefore necessary to know about a person, his childhood, environment, society he
comes from, schooling, habits, likes and dislikes so that one knows, though partly
about the life script of a person on being employed. Mc Cl elland states that stories
read or heard by children and movies seen have an impact. When a child reads or
hears stories based on successful leaders, the reader turns out to be achiever in
life. If the stories of risks are read or told to children they turn out to be power-
oriented leaders.
6.3.2.5. Life Positions
Child develops life philosophy by experience. As child grows he tries to develop
philosophy for itself based on self-identity, sense of worth and an ability to perceive
people in the right sense. Harris identified life positions where individual knows
about himself and the perception of people about him. Transactional analysis
constructs the following four life positions.
(a) I am Okay you are Okay.
(b) I am Okay you are not Okay.
(c) I am not Okay you are Okay.
(d) I am not Okay you are not Okay
For above analysis see figure 10.2.
Let us discuss the above four life positions.
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to suicide in extreme cases. People with this life position operate from child ego
state. Managers tend to give and receive bad feelings. They are unpredictable and
display erratic behaviours. It is not a good life position. People are diffident in this
life position.
4. I am not okay, you are not okay (A)
This is the worst life position in which individual feel defeated and sees whole
world as miserable. It is a desperate life position where people loose interest in
living. In extreme cases people commit suicide or homicide. This position is caused
due to children having brought up by servants and very scant or no attention
having been paid by the parents. At managerial level, no decision is taken in time
and managers make mistakes. They at times provoke others in the neg ative
direction and display a lack of personal potency. Manager with this position look to
others for final decision and often delegate in -appropriately.
On analysis, it is seen that everybody has elements of various life position. But
one of the four-life positions is dominant. “I am okay your are okay” is the best life
position All- individual must try and modify life position in various situations. Adult
– adult transaction from the above life position and positive life script will make an
outstanding manager.
6.3.2.6. Stroking
Stroking is an important aspect of transactional analysis. Stroking is an act of
implying recognition to other person. Stroking is recognition that a person gives to
his subordinates for good work done or even bad work done. Lack o f stroking has
an adverse psychological and physiological effect on individual.
Stroking is a basic unit of motivation that can be seen from the following
(a) The quantity and the quality of strokes serve as either positive or negative
motivation for employees.
(b) Good share of psychological satisfaction we get from work is from strokes
available from other persons.
(c) We get strokes from the work itself.
There are positive and negative strokes. Positive strokes are recognition, pat on
the back and affection shown by superiors, who make subordinate feel okay. It is the
recognition of the work that employees get boost to do even better. Negative strokes
on the other hand are the feeling “you are not okay” conveyed by superiors by way of
criticism, hating and by scolding for the job not done well. It serves as negative
encouragement and a feeling of failure is created among the workers. Negative
strokes received by individual also serves as positive strokes because an individual
who has done a mistake expects a negative stroke from his boss, so that mental
tension is relieved and a social equilibrium is achieved in the relationship. When the
work is challenging, the worker gets an ultimate satisfaction from the work itself that
serves as a motivator. It is therefore necessary that managers/supervisors assign to
their subordinates the work, which, in itself is rich and has a motivational value.
Positive strokes must be used as frequently as possible.
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when you say to a co-worker, “Oh, rats—you again!” The smile tells your co-worker
that you welcome the visit despite your comment to the contrary.
Metacommunication can increase understanding. For instance, teachers
sometimes say, “The next point is really important.” This comment signals students
to pay special attention to what follows. A parent might tell a child, “What I said
may sound harsh, but I’m only telling you because I care about you.” The comment
tells the child how to interpret a critical message. A manager tells a subordinate to
take a comment seriously by saying, “I really mean what I said. I’m not kidding.” On
the other hand, if we’re not really sure what we think about an issue, and we want
to try out a stance, we might say, “I’m thinking this through as I go, and I’m not
really wedded to this position, but what I tend to believe right now is . . .” This
preface to your statement tells listeners not to assume that what you say is set in
stone. We can also meta communicate to check on understanding: “Was I clear?”
“Do you see why I feel like I do?” “Can you se e why I’m confused about the
problem?” Questions such as these allow you to find out whether another person
understands what you intend to communicate. You may also meta communicate to
find out whether you understand what another person expresses to you. “ What I
think you meant is that you are worried. Is that right?” “If I follow what you said,
you feel trapped between what you want to do and what your parents want you to
do. Is that what you were telling me?” You may even say, “I don’t understand what
you just told me. Can you say it another way?” This question meta communicates
by letting the other person know you did not grasp her message and that you want
to understand.
Interpersonal Communication Develops and Sustains Relationships
Interpersonal communication is the primary way we build, refine, and
transform relationships. Partners talk to work out expectations and understandings
of their interaction, appropriate and inappropriate topics and styles of
communicating, and the nature of the relationship i tself. Is it a friendship or a
romantic relationship? How much and in what ways can we count on each other?
How do we handle disagreements—by confronting them, ignoring them, or using
indirect strategies to restore harmony? What are the bottom lines, the “ thou shalt
not” rules for what counts as unforgivable betrayal? What counts as caring —words,
deeds, both? Because communication has no intrinsic meanings, we must generate
our own in the course of interaction.
Communication also allows us to construct or reconstruct individual and joint
histories. For instance, when people fall in love, they often redefine former loves as
“mere infatuations” or “puppy love,” but definitely not the real thing. When
something goes wrong in a relationship, partners may work together to define what
happened in a way that allows them to continue. Marriage counselors report that
couples routinely work out face-saving explanations for affairs so that they can stay
together in the aftermath of infidelity (Scarf, 1987). Partners ofte n talk about past
events and experiences that challenged them and ones
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7) Parent Ego: Parent Ego refers to the personality attributes like value, attitude
and behaviour of parent like people, inherited by a person when he was child.
8) Adult Ego: Adult Ego is based on reasoning, seeking from subordinates and
providing information.
9) Child Ego: Child ego state is inner feelings, experience and adaptation.
Person having child ego generally displays creativity in his action.
10) Complementary Transaction: Complementary transactions are those
communications where stimulus and response (S—R) is from identical ego
state. Message from one person gets almost predicted response and the
transaction is parallel.
11) Non-Complimentary Transactions: Non-Complimentary transactions are
those transactions which a sender sends the message on the basis of his ego
state, but the response is from an uncompatible ego state on the part of
receiver.
12) Ulterior Transactions: Ulterior transactions are most complex transactions
because if involves more than two egos states working at the same time with
double meaning in the stimulus
13) Life Positions: Child develops life philosophy by experience. As child grows he
tries to develop philosophy for itself based on self-identity, sense of worth and
an ability to perceive people in the right sense.
6.5. INTEXT QUESTIONS
1) “Transaction analysis offers a mode of expression of personality and dynamics
of self and its relationship with others”. Explain the above statement.
2) Explain Johari Window. How can the awareness be improved? Explain with
suitable diagram.
3) What are various methods to improve interpersonal transactions?
4) What are various ego states? Explain complimentary transactions.
5) Explain crossed (non complimentary) transactions with the help of diagram.
6) What is ulterior transactions? Please quote an incidence of such transaction
you have known in the recent past.
7) What do you understand by life script? How would you ensure that children
form a winner personality?
8) Explain various life positions, explain the model of Harris - I am okay, you are
okay.
9) Write short notes on the following:
(a) Stroking (d) ulterior transactions
(b) Psychological games (e) Life Script
(c) Benefits of transactional analysis
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LESSON – 7
ideas being generated are useful and relevant to the task at hand. Critical thinking
plays a crucial role in evaluating new ideas, selecting the best ones and modifying
them if necessary
Critical thinking is crucial for self-reflection. In order to live a meaningful life
and to structure our lives accordingly, we need to justify and reflect on our values
and decisions. Critical thinking provides the tools for this process of self-evaluation.
Good critical thinking is the foundation of science and a liberal democratic
society. Science requires the critical use of reason in experimentation and theory
confirmation. The proper functioning of a liberal democracy requires citizens who
can think critically about social issues to inform their judgments about proper
governance and to overcome biases and prejudice.
7.3.3. PURPOSE OF CRITICAL THINKING
Critical thinking is a domain-general thinking skill. The ability to think clearly
and rationally is important whatever we choose to do. If you work in education,
research, finance, management or the legal profession, then critical thinking is
obviously important. But critical thinking skills are not restricted to a particular
subject area. Being able to think well and solve problems systematically is an asset
for any career.
Critical thinking is very important in the new knowledge economy. The global
knowledge economy is driven by information and technology. One has to be able to
deal with changes quickly and effectively. The new economy places increasing
demands on flexible intellectual skills, and the ability to analyse information and
integrate diverse sources of knowledge in solving problems. Good critical thinking
promotes such thinking skills, and is very important in the fast-changing
workplace.
Critical thinking enhances language and presentation skills. Thinking clearly
and systematically can improve the way we express our ideas. In learning how to
analyse the logical structure of texts, critical thinking also improves comprehension
abilities.
Critical thinking promotes creativity. To come up with a creative solution to a
problem involves not just having new ideas. It must also be the case that the new
ideas being generated are useful and relevant to the task at hand. Critical thinking
plays a crucial role in evaluating new ideas, selecting the be st ones and modifying
them if necessary.
Critical thinking is crucial for self-reflection. In order to live a meaningful life
and to structure our lives accordingly, we need to justify and reflect on our values
and decisions. Critical thinking provides the tools for this process of self-evaluation.
7.3.4. CRITICAL THINKING STRATEGIES IN EVERYDAY LIFE
Most of us are not what we could be. We are less. We have great capacity. But
most of it is dormant; most is undeveloped. Improvement in thinking is like
improvement in basketball, in ballet, or in playing the saxophone. It is unlikely to
take place in the absence of a conscious commitment to learn. As long as we take
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our thinking for granted, we don’t do the work required for improvement.
Development in thinking requires a gradual process requiring plateaus of learning
and just plain hard work. It is not possible to become an excellent thinker simply
because one wills it. Changing one’s habits of thought is a long -range project,
happening over years, not weeks or months. The essential traits of a critical thinker
require an extended period of development.
How, then, can we develop as critical thinkers? How can we help ourselves and
our students to practice better thinking in everyday life?
First, we must understand that there are stages required for development as a
critical thinker:
Stage One: The Unreflective Thinker (we are unaware of significant problems
in our thinking)
Stage Two: The Challenged Thinker (we become aware of problems in our
thinking)
Stage Three: The Beginning Thinker (we try to improve but without regular
practice)
Stage Four: The Practicing Thinker (we recognize the necessity of regular
practice)
Stage Five: The Advanced Thinker (we advance in accordance with our
practice)
Stage Six: The Master Thinker (skilled & insightful thinking become second
nature to us)
We develop through these stages if we:
1) Accept the fact that there are serious problems in our thinking (accepting
the challenge to our thinking) and
2) Begin regular practice.
Strategies that any motivated person can use to develop as a thinker are as
follows:
1) Use “Wasted” Time.
2) A Problem A Day.
3) Internalize Intellectual Standards.
4) Keep An Intellectual Journal.
5) Reshape Your Character.
6) Deal with Your Ego.
7) Redefine the Way You See Things.
8) Get in touch with your emotions.
9) Analyze group influences on your life.
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problems over which you have no control. Set aside the problems over which
you have no control, concentrating your efforts on those problems you can
potentially solve.
3) Figure out the information you need and actively seek that information
4) Carefully analyze and interpret the information you collect, drawing what
reasonable inferences you can.
5) Figure out your options for action. What can you do in the short term? In long
term? Distinguish problems under your control from problems beyond your
control. Recognize explicitly your limitations as far as money, time, and power.
6) Evaluate your options, taking into account their advantages and
disadvantages in the situation you are in.
7) Adopt a strategic approach to the problem and follow through on that
strategy. This may involve direct action or a carefully thought-through wait-
and-see strategy.
8) When you act, monitor the implications of your action as they begin to
emerge. Be ready at a moment’s notice to revise your strategy if the situation
requires it. Be prepared to shift your strategy or your analysis or statement of
the problem, or all three, as more information about the problem becomes
available to you.
3) INTERNALIZE INTELLECTUAL STANDARDS
Each week, develop a heightened awareness of one of the universal intellectual
standards (clarity, precision, accuracy, relevance, depth, breadth, logicalness,
significance). Focus one week on clarity, the next on accuracy, etc. For example, if
you are focusing on clarity for the week, try to notice when you are being unclear in
communicating with others. Notice when others are unclear in what they are saying.
When you are reading, notice whether you are clear about what you are
reading. When you orally express or write out your views (for whatever reason), ask
yourself whether you are clear about what you are trying to say. In doing this, of
course, focus on four techniques of clarification:
1) Stating what you are saying explicitly and precisely (with careful consideration
given to your choice of words),
2) Elaborating on your meaning in other words,
3) Giving examples of what you mean from experiences you have had.
4) Using analogies, metaphors, pictures, or diagrams to illustrate what you
mean.
4) KEEP AN INTELLECTUAL JOURNAL
Each week, write out a certain number of journal entries. Use the following
format (keeping each numbered stage separate):
1) Situation. Describe a situation that is, or was, emotionally significant to you
(that is, that you deeply care about). Focus on one situation at a time.
2) Your Response. Describe what you did in response to that situation. Be
specific and exact.
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3) Analysis. Then analyze, in the light of what you have written, what precisely
was going on in the situation. Dig beneath the surface.
4) Assessment. Assess the implications of your analysis. What did you learn
about yourself? What would you do differently if you could re -live the
situation?
5) RESHAPE YOUR CHARACTER
Choose one intellectual trait---intellectual perseverance, autonomy, empathy,
courage, humility, etc., to strive for each month, focusing on how you can develop that
trait in yourself. For example, concentrating on intellectual humility, begin to notice
when you admit you are wrong. Notice when you refuse to admit you are wrong, even
in the face of glaring evidence that you are in fact wrong. Notice when you become
defensive when another person tries to point out a deficiency in your work, or your
thinking. Notice when your intellectual arrogance keeps you from learning, for
example, when you say to yourself “I already know everything I need to know about
this subject.” Or, “I know as much as he does. Who does he think he is forcing his
opinions on me?” By owning your “ignorance,” you can begin to deal with it.
6) DEAL WITH YOUR EGOCENTRISM
Egocentric thinking is found in the disposition in human nature to think with
an automatic subconscious bias in favor of oneself. On a daily basis, you can begin
to observe your egocentric thinking in action by contemplating questions l ike these:
Under what circumstances do I think with a bias in favor of myself? Did I ever
become irritable over small things? Did I do or say anything “irrational” to get my
way? Did I try to impose my will upon others? Did I ever fail to speak my mind
when I felt strongly about something, and then later feel resentment? Once you
identify egocentric thinking in operation, you can then work to replace it with more
rational thought through systematic self-reflection, thinking along the lines of:
What would a rational person feel in this or that situation? What would a rational
person do? How does that compare with what I want to do? (Hint: If you find that
you continually conclude that a rational person would behave just as you behaved
you are probably engaging in self-deception.)
7) REDEFINE THE WAY YOU SEE THINGS
We live in a world, both personal and social, in which every situation is
“defined,” that is, given a meaning. How a situation is defined determines not only
how we feel about it, but also how we act in it, and what implications it has for us.
However, virtually every situation can be defined in more than one way. This fact
carries with it tremendous opportunities. In principle, it lies within your power and
mine to make our lives more happy and fulfi lling than they are. Many of the negative
definitions that we give to situations in our lives could in principle be transformed
into positive ones. We can be happy when otherwise we would have been sad.
We can be fulfilled when otherwise we would have been frustrated. In this
strategy, we practice redefining the way we see things, turning negatives into
positives, dead-ends into new beginnings, mistakes into opportunities to learn. To
make this strategy practical, we should create some specific guidelines for
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ourselves. For example, we might make ourselves a list of five to ten recurrent
negative contexts in which we feel frustrated, angry, unhappy, or worried. We could
then identify the definition in each case that is at the root of the negative emotion.
We would then choose a plausible alternative definition for each and then plan for
our new responses as well as new emotions. For example, if you tend to worry
about all problems, both the ones you can do something about and those that you
can’t; you can review the thinking in this nursery rhyme: “For every problem under
the sun, there is a solution or there is none. If there be one, think til you find it. If
there be none, then never mind it.”
Let’s look at another example. You do not have to define your ini tial approach
to a member of the opposite sex in terms of the definition “his/her response will
determine whether or not I am an attractive person.” Alternatively, you could define
it in terms of the definition “let me test to see if this person is initial ly drawn to
me—given the way they perceive me.” With the first definition in mind, you feel
personally put down if the person is not “interested” in you; with the second
definition you explicitly recognize that people respond not to the way a stranger is,
but the way they look to them subjectively. You therefore do not take a failure to
show interest in you (on the part of another) as a “defect” in you.
8) GET IN TOUCH WITH YOUR EMOTIONS:
Whenever you feel some negative emotion, systematically ask yourself: What,
exactly, is the thinking leading to this emotion? For example, if you are angry, ask
yourself, what is the thinking that is making me angry? What other ways could I
think about this situation? For example, can you think about the situation so as to
see the humor in it and what is pitiable in it? If you can, concentrate on that
thinking and your emotions will (eventually) shift to match it.
9) ANALYZE GROUP INFLUENCES ON YOUR LIFE:
Closely analyze the behavior that is encouraged, and discouraged, i n the
groups to which you belong. For any given group, what are you "required" to
believe? What are you "forbidden" to do? Every group enforces some level of
conformity. Most people live much too much within the view of themselves
projected by others. Discover what pressure you are bowing to and think explicitly
about whether or not to reject that pressure.
7.3.5. SPECIFIC SKILLS REQUIRED FOR CRITICAL THINKING
Critical thinking includes a complex combination of skills. Among the main
characteristics are the following:
Rationality
We are thinking critically when we
Rely on reason rather than emotion,
Require evidence, ignore no known evidence, and follow evidence where
it leads, and
Are concerned more with finding the best explanation than being right
analyzing apparent confusion and asking questions.
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Self-awareness
We are thinking critically when we
Weigh the influences of motives and bias, and
Recognize our own assumptions, prejudices, biases, or point of view.
Honesty
We are thinking critically when we recognize emotional impulses, selfish
motives, nefarious purposes, or other modes of self-deception.
Open-mindedness
We are thinking critically when we
Evaluate all reasonable inferences
Consider a variety of possible viewpoints or perspectives,
Remain open to alternative interpretations
Accept a new explanation, model, or paradigm because it explains the
evidence better, is simpler, or has fewer inconsistencies or covers more
data
Accept new priorities in response to a reevaluation of the evidence or
reassessment of our real interests, and
Do not reject unpopular views out of hand.
Discipline
We are thinking critically when we
Are precise, meticulous, comprehensive, and exhaustive
Resist manipulation and irrational appeals, and
Avoid snap judgments.
Judgment
We are thinking critically when we
Recognize the relevance and/or merit of alternative assumptions and
perspectives
Recognize the extent and weight of evidence
In sum,
Critical thinkers are by nature skeptical. They approach texts with the
same skepticism and suspicion as they approach spoken remarks.
Critical thinkers are active, not passive. They ask questions and
analyze. They consciously apply tactics and strategies to uncover
meaning or assure their understanding.
Critical thinkers do not take an egotistical view of the world. They
are open to new ideas and perspectives. They are willing to challenge
their beliefs and investigate competing evidence.
7.3.6. STEPS IN CRITICAL THINKING
Critical thinking involves the use of a group of interconnected skills to analyze,
creatively integrate, and evaluate what you read and hear. To become a critical
thinker you must be able to decide whether an individual’s opinions are true or
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false, whether he or she has adequately defended those ideas, whether certain
recommendations are practical, as well as whether particular solutions will be
effective.
Step 1: Knowledge
In terms of critical thinking, the basic level of acquisition of knowledge
requires that you be able to identify what is being said: the topic, the issue, the
thesis, and the main points.
Step 2: Comprehension
Comprehension means understanding the material read, heard or seen. In
comprehending, you make the new knowledge that you have acquired your own by
relating it to what you already know. The better you are involved with the
information, the better you will comprehend it. As always, the primary test of
whether you have comprehended something is whether you can put what you have
read or heard into your own words.
Step 3: Application
Application requires that you know what you have read, heard, or seen, that
you comprehend it, and that you carry out some task to apply what you
comprehend to an actual situation.
Step 4: Analysis
Analysis involves breaking what you read or hear into its component parts, in
order to make clear how the ideas are ordered, related, or connected to other ideas.
Analysis deals with both form and content
Step 5: Synthesis
Synthesis involves the ability to put together the parts you analyzed with other
information to create something original.
Step 6: Evaluation
Evaluation occurs once we have understood and analyzed what is said or
written and the reasons offered to support it. Then we can appraise this
information in order to decide whether you can give or withhold belief, and whether
or not to take a particular action.
7.3.7. CRITICAL THINKING AND COMMUNICATION SKILLS
Communication and critical thinking are connected in many important ways.
On a basic level, the ability to think critically, reason through a pro blem, and
develop a cogent argument or explanation is important for all types of daily
communication. People with the capability to really think about an issue and see it
from a different perspective will then most likely be better communicators, and be
less likely to react quickly in anger. On another level, critical thinkers often
examine the way other people are thinking and making their arguments before they
choose to respond themselves. This type of analysis is another very important
aspect of the connection of communication to critical thinking.
In many cases, problems with communication are based on an inability to
think critically about a situation, and see it from different perspectives.
Communication and critical thinking are linked in this way bec ause people who do
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LESSON – 8
IMPROVING GOOD COMMUNICATION SKILLS
8.1. INTRODUCTION
People with the capability to really think about an issue and see it from a
different perspective will then most likely be better communicators, and be less
likely to react quickly in anger.
8.2. OBJECTIVES
After studying this lesson, you should be able to:
Know the ways of improving communication as a manager and an
employee
8.3. CONTENTS
8.3.1. Improving Communication skills
8.3.1. IMPROVING COMMUNICATION SKILLS
8.3.1.1. Improving as an Individual
1) Be A Good Listener
People often focus on what they should say, but effective communication is
more about listening than it is about talking. Listening well means not just
understanding the words or the information being communicated, but also
understanding how the speaker feels about what they’re communicating. When you
really listen, you make the other person feel heard and understood, which c an help
build a stronger, deeper connection between you.
If your goal is to fully understand and connect with the other person, listening
effectively will often come naturally. If it doesn’t, try the following tips. The more
you practice them, the more satisfying and rewarding your interactions with others
will become.
2) Pay Attention to Nonverbal Signals
When we communicate things that we care about, we do so mainly using
nonverbal signals. Nonverbal communication, or body language, includes facial
expressions, body movement and gestures, eye contact, posture, the tone of your
voice, and even your muscle tension and breathing. The way you look, listen, move,
and react to another person tells them more about how you’re feeling than words
alone ever can.
Developing the ability to understand and use nonverbal communication can
help you connect with others, express what you really mean, navigate challenging
situations, and build better relationships at home and work.
You can enhance effective communication by using open body language—
arms uncrossed, standing with an open stance or sitting on the edge of your
seat, and maintaining eye contact with the person you’re talking to.
You can also use body language to emphasize or enhance your verbal
message—patting a friend on the back while complimenting him on his
success, for example, or pounding your fists to underline your message.
99
Furthermore, each assistant had been required to take a pay reduction due to
the loss of the large customer, and each was concerned that the customer loss
would slow their own promotion to store manager. Though not intended, their effort
probably suffered due to their own worries.
2. Gather and Confirm Information before Making a Decision
We have a tendency to confuse symptoms with disease, and consequently treat
the symptom rather than the underlying illness. Technology enables us to capture
massive amounts of data and slice and dice it to make it appear any way we want.
But data is a representation of the problem, not the problem itself. Observing the
work of the assistants and talking and listening to them about the aspects of their
job might have led to a different conclusion than the one the manager reached.
3. Focus on Problems, Not Personalities
The manager’s memo attacked the character of each assistant by implying they
were lazy, derelict, or had betrayed him. The implications intensified the emotional
context of the memo, overshadowing its factual content and purpose.
The assistants, in response, reacted with emotion without stopping to consider
the validity of the facts or attempting to give the manager any explanations.
Whenever dealing with any issue that might have emotional content, the “24 -Hour
Rule” should be in effect: Don’t send any email, message, letter, memo, or report to
others until you’ve had a day to reflect upon its content and are sure it
communicates the facts and the tone you wish.
4. Manage Individuals, Not Groups
The manager’s memo was directed to everyone and no one. The lack of
specificity enabled each recipient to avoid personal responsibility, since each felt his
own effort had met expectations. As a consequence, the memo failed to get the
desired result and aggravated an already touchy work environment. Group
communications are perfect for providing general in formation, education, and
praise; however, they should not be used for individual direction or criticism.
Remember, praise in public and criticize in private.
5. Meet Subordinates Face-To-Face
The meaning and intent of written words without the context of a physical
presence is often misunderstood, and can lead to confusion and conflict. There is
no substitute for looking someone in the eye and seeing their reaction to your
conversation to clarify content and assure comprehension and agreement.
Managers often hide behind memos and notes as if their subordinates were
robots to be moved into place and programmed. However, successful leaders seek
personable commitment and build bridges of trust, mutual respect, and shared
experience. Be physically available and “walk the walk,” and let your people know
you are with them through the good and the bad.
6. Assign Tasks Directly and Clearly
People work best when they know what is expected of them. Good managers
identify the goals and measures in simple, understandabl e terms, assign
responsibility unequivocally, and confirm that the information is understood by
those to whom it is directed. Good managers follow up and give corrective input to
101
ensure that each of his subordinates is on the same page and working toward the
same objective.
Managers should always remember that no employee takes a job with the
expectation that he or she will be overlooked, ignored, or insignificant at work.
Employees want to be liked and respected by their peers and proud of their
employer. Management’s challenge is to maintain and further develop this employee
enthusiasm and commitment, even during times of stress.
Mistakes are part of growing, and falling short and correcting the course are
regular occurrences in business and in life. Deali ng with subordinates the way you
would wish to be dealt with in a similar situation is the best course any manager
can take.
8.3.1.3. IMPROVING COMMUNICATION SKILL AMONG EMPLOYEE
1. Never Personalize Criticism
Whether you’re giving or receiving criticism, it should be based upon observed
actions and results, not intent. It is impossible to know the motivations behind
any activity, only the physical actions and outcome of the activity. As a
consequence, criticism should be given and accepted unemotionally, considered for
its validity and pertinence, and implemented when action is justified.
In other words, don’t be too sensitive or defensive when you receive feedback.
Consider the information received as intended to get a different result, not a
personal attack.
2. Understand the Situation
In this case, the precipitating cause for the criticism was the physical
condition and appearance of the store. At other times, constructive criticism is part
of a regular employee performance review, designed to give both parties feedback.
Use both opportunities to build your relationship and get information. Use a review
as an opportunity to receive and give intelligence that might otherwise be missed.
3. Be Understanding
Whenever you receive what you consider to be an unjustified personal attack
or criticism, recognize the source and their circumstances before jumping to a
conclusion. Unfortunately, people have bad days, and they often respond by
assailing others for little or no reason. When heads are cooler and pressures are
less, contact the assailant to learn more about the problem and how you can be
part of the solution. You may discover that the sti mulus for the assault was an
overreaction on the sender’s part or had nothing to do with you or your work.
4. Learn From Your Mistakes
Whatever the stage of your career, you can and should continue to learn. Over
your working life, you’ll work for and with superiors of varying capabilities and
talents. Some you will remember because of their great leadership, while others
you’ll remember because they were such poor managers. Even the latter can teach
you something.
102
UNIT – III
LESSON – 9
GROUP COMMUNICATION AND PERFORMANCE
9.1. INTRODUCTION
The ability to communicate well in small groups is an important and necessary
skill in both professional and social contexts. People join groups and/are
appointed to committees for a variety of reasons. Small group communication
scholars traditionally have studied secondary or task groups—those who meet to
make a decision or solve a problem. Each particular small group develops its own
unique norms, roles, networks, climate and symbol ic identity, which adds to the
complexity of studying small group communication. Although communication
scholars agree that working in groups is advantageous, there are also
disadvantages to working in groups.
9.2. OBJECTIVES
After studying this lesson, you should be able to:
Understand the concept of group communication.
Be able to know the essentials of communication in developing trust and
cooperation
9.3. CONTENTS
9.3.1. Group Communication
9.3.2. Group Communication and Performance
9.3.3. Communication in Small Group
9.3.4. Factors Influencing Group Communication
9.3.1. GROUP COMMUNICATION
Much communication takes place in the context of small groups, which are
defined as those of three or more participants. The various and overlapping types of
small groups lead to various types of communication patterns.
Social groups are units such as families, friends living as roommates, and
voluntary recreational groups such as soccer teams.
Families also form primary groups, which are defined as those in which
people share living and financial arrangements.
Families also are an example of reference groups, through which
participants gain a sense of identity and an awareness of expected behavior.
Work groups are another pattern of relationships. These are built by people
who are drawn together by a common task, such as students working
together on a project or company employees assigned to a common job
activity.
Decision-making groups are brought together for the purpose of dealing with
a question or policy.
104
4) Keeping the discussion on task: if the conversation drifts, bring the group
back onto task.
5) Eliciting viewpoints from others: ask people who haven’t spoken what they
think about an issue.
6) Offering feedback: give a colleague constructive comments on a project they
did.
7) Mediating conflicts: if there are disagreements and conflicts, try to find
middle ground that satisfies everyone.
Communication is about expressing and conveying your thoughts, feelings,
opinions and ideas to another person or a group of people. Good communication
skills can help you keep your head up and confidently take charge of unfamiliar
situations. People are more likely to listen to you, if you can express yourself well,
and this is particularly useful in influencing and negotiating important personal,
social or business matters. It also comes in handy while resolving conflicts and
dealing with difficult people. Some people are born with effective communication
skills, but others need to develop them. Developing effective communication skills
requires repeated practice, which you can do by putting yourself frequently in
situations where you have to interact with a variety of people. Consider joining
social clubs or public speaking and debate clubs to polish up your skills.
9.3.3. COMMUNICATION IN SMALL GROUP
Small group communication is, of course, the communication that is carried
out within a small group. A small group is generally defined as a group that
consists of at least three members or a maximum of around twelve to fifteen
members. A group that has just two members or more than fifteen members would
not come in the category of a small group. A small group may be a professional
group, an educational group or a social group. The members belongi ng to it will
have a common bond or interest or goal that brings them together. Even though the
number of members is less in a small group, effective communication between them
is still important. Let us take a look at the various aspects of effective team
communication in a small group.
9.3.3.1. Importance of Team Communication
Let us consider team communication with regard to the workplace. Most
companies and organizations have people working in small teams. This has been
found to be more effective and productive than a single individual toiling away at a
project. When you have three, four or more people working on an issue, you have
the advantage of having access to more ideas and solutions for the project. Such
groups will have more checking safeguards against any flaws in the plan and will be
able to establish more network connections. When compared to a single person, a
group is also more likely to take on and complete large -scale, complex projects,
efficiently and quickly. However, for the team to operate smoothly, there must be
open and efficient communication between its members.
Team communication is important for the following reasons:
106
Usually, groups smaller than five feel they lack enough diversity. Once the
group has grown beyond seven or eight, the more reticent members may stop
contributing. In groups of 15 or more, the forceful members often monopolize
the discussion. Two or three members may do all the talking. The other
members' ideas may never surface.
When the group is large, it is helpful to break it down into smaller groups for
discussion. After the smaller groups have discussed matters, ideas generated
in the smaller groups can be brought before the whole group for
consideration. Methods such as the Nominal Group Technique are designed
to facilitate this process.
2) Physical Arrangements
Studies observing numerous small groups have demonstrated a strong
relationship between physical arrangements and communication interaction.
They have shown interpersonal communication is enhanced by comfortable
surroundings. In a classic study done in 1956, Maslow and Mintz examined
the influence of meeting places on group productivity. They selected two
different meeting rooms: an ugly room such as a janitor's store room, and a
beautiful room with carpets and drapes. The ugly room was described as
producing fatigue, headaches, irritability and hostility. The beautiful room
produced feelings of enjoyment, importance
and a desire to continue the group activity.
Where people sit also has an influence on how they interact. Kenneth Short
reports that in any group with a designated leader, tension will develop
between the leader and the person sitting directly across. The person directly
across will either lead support for the leader, lead the opposition, or withdraw
from the discussion, leaving a curious leadership vacuum. Further, the
person to each of these leaders' right will offer the greatest support for the
leader, and the person to their left will offer the next greatest support. You
may want to look for this phenomenon in your meetings. By seating known
adversaries side by side instead of across from each other, you may be able to
reduce group tension.
Member status and eye contact are key considerations in seating
arrangements. Where a person sits indicates his or her status in the group.
Those who sit at the head of rectangular tables are most often chosen for
leadership. People talk much more freely if they have eye contact with other
members. Those who sit at the corners of tables have the least eye contact
and tend to contribute the least.
Typical Arrangements
The Face-Off: Direct eye contact does not pull this group together; rather it
tends to put members into confrontation with the individual directly across
the table. This arrangement is often used in negotiations.
111
years, enduring such domination. The larger the group or the more dominant
a few, the more the others are denied speaking time.
Finally, member listening skills have an impact on the effectiveness of group
communication. if we are busy rehearsing our own statements while another
is talking, we are likely to consider his remarks more of a distraction than a
help
4) Non-Verbal Communication
While only one person at a time may be talking in a group, all of the members
may be sending non-verbal signals. Non-verbal signals consist of facial
expressions, eye movements, gestures and body postures that give clues as to
how we are feeling. While one member is speaking, the others may be
reacting to his or her nonverbal signals as well as to each other. Some may be
leaning forward nodding agreement and signaling to continue. Others may be
turned away ignoring the speaker, sending quite different messages by their
posture. Some faces may show openness, others antagonism. Still other
members may be trying to send deliberate non-verbal messages to other
speakers. All this may be going on at the same time.
In verbal communication, you can choose whether to speak or not. But if you
are in the presence of others, you have no choice but to communicate
something. Voluntarily or involuntarily, you will be communicating
something to others as they observe you. Because much non -verbal
communication actually is involuntary, many people consider non -verbal
signals more accurate sources of information as to what we are really feelin g
than our words. If there is discrepancy between our verbal and non -verbal
signals, chances are it is the non-verbal signals that will be believed. In a
sense, our actions speak louder than our words.
Unfortunately, most of us are notoriously inaccurate i nterpreters of non-
verbal signals. Study after study has shown we are very poor at reading
others' non-verbal communication correctly. This is especially true if we do
not know the other person well. In any form of communication, it is
important to check with the message sender to be sure your understanding of
the message is the one the sender intended. Such checking is especially
important for correct interpretation of non -verbally communicated messages.
Yet, in a group this is usually impossible. Someone may give us a peculiar
look while another is speaking and expect that we gained some information
from it. Not only did we probably not receive the message as intended, but
our attention was distracted from the speaker, and we have no chance to
check back with either message sender. Likewise, others may be incorrectly
interpreting our non-verbal signals.
There are two requirements to non-verbal reception: attention and
interpretation. We have touched on the difficulties in interpreting nonverbal
communication in groups. We also need to consider the problem of attention.
113
has just two members or more than fifteen members would not come in the
category of a small group. People join groups and/are appointed to committees for a
variety of reasons. Much communication takes place in the context of small
groups, which are defined as those of three or more participants.
9.7. TERMINAL EXERCISES
1) How is individual communication different from the group communication?
2) Define organizational performance.
9.8. SUPPLEMENTARY MATERIALS
1) Adopted from Nancy Jeffrey, “Preparing for the Worst: Firms setup plans to
Help Deal with Corporate Crises”, Wall Street Journal, 7, Decembe r, 1987, 23.
2) Bob Smith, “The Evolution of Pinkerton”, Management Review, September
1993, pp. 54-58.
9.9. ASSIGNMENT
1) A group decision moderated by a leader may be conducted to solve an
organizational issue.
9.10. SUGGESTED READING/ REFERENCE/ BOOKS/SET BOOKS
1) http://www.speaking.pitt.edu/student/groups/smallgroupbehavior.html
2) http://www.buzzle.com/articles/small-group-communication-effective team-
communication.html
3) http://edis.ifas.ufl.edu/fy1378
4) http://www.msucommunitydevelopment.org/groupcommunication.html
5) http://www.researchgate.net/profile/TT_Haswiny_Deva/publication/2562963
44_THE_REVIEW_OF_COMMUNICATION_METHODS_USED_BY_LEADERS_E
MPLOYING_VARIOUS_BASIC_LEADERSHIP_STYLES/links/0deec5223546cc6
edb000000.pdf
6) http://smallbusiness.chron.com/effective-communication-leadership-
5090.html
7) http://www.brighthubpm.com/resource-management/101627-top-ten-team-
communication-issues-and-how-to-avoid-them/
8) Barker, Larry et. al. Groups in Process: An Introduction to Small Group
Communication, Prentice-Hall Inc., Englewood Cliffs, NJ., 1979.
9) Buck, Ross. "Non-verbal receiving ability" in Non - Verbal Interaction,
Wiemann and Harrison ed., Sage Publications, Beverly Hills, 1983.
10) Crosbie, Paul V., Interaction in Small Groups. Macmillan Publishing Co., New
York, 1975.
11) Hanson, Philip G., Learning Through Groups, University Associates, San
Diego, 1981.
12) Kell, Carl L. and Paul Corts. Fundamentals of Effective Group
Communication, Macmillan Publishing Co., New York, 1982.
115
13) Lind, Robert. "Talk About Listening," MontGuide 8303, Montana State
University, Cooperative Extension Service, 1983.
14) Lionberger, Herbert F. and Paul Gwin. Communication Strategies: A Guide for
Agricultural Change Agents, Interstate Printers, Danville, 111. 1982.
15) Maslow, A. H. and N. L. Mintz. Effects of esthetic surroundings, initial effects
of three esthetic conditions upon perceiving energy and well-being. journal of
Psychology, 1956, 41:247-254.
16) Phillips, Gerald. Communication and the Small Group, The Bobbs-Merrill Co.,
Indianapolis, 1973.
17) Sharpe, David."Setting Group Goals," MontGuide 8401, Montana State
University, Cooperative Extension Servi ce, 1984.
18) Sharpe, David, "Planning Meeting Agendas," MontGuide 8405, Montana State
University, Cooperative Extension Service, 1984.
19) Short, Kenneth. "Watch Where They Sit" in Adult Learning in Your Classroom,
Lakewood Publications, Minneapolis, 1982.
20) Verderber, Rudolph F. Working Together-Fundamentals of Group Decision
Making, Wadsworth Publishing Co., Belmont, CA 1982.
21) Zander, Alvin. Making Groups Effective, Jossey-Bass Inc., San Francisco,
1982.
9.11. LEARNING ACTIVITY
In a momo to your instructor, prepare a detailed agenda of the off-campus
class meeting.
9.12. KEY WORDS
Group communication, Communication in small groups, Team
Communication.
116
LESSON – 10
LEADERSHIP AND COMMUNICATION
10.1. INTRODUCTION
Leadership may be defined as a communicative process where the ideas
articulated in talk or action are recognized by others as progressing tasks that are
important to them. This definition of leadership suggests that leadership may take
many different forms and be associated with many different styles of
communication.
10.2. OBJECTIVE
After studying this lesson, you should be able to:
Understand leadership and the communication methods used in leadership
style.
10.3. CONTENTS
10.3.1. Important principles for effective Leadership Communication
10.3.2. Basic Leadership Styles
10.3.3. Communication Methods used in each Leadership Style
10.3.1. IMPORTANT PRINCIPLES FOR EFFECTIVE LEADERSHIP COMMUNICATION:
Effective leadership communication connects with the hearts and minds of
followers.
At some level, effective leadership communication connects with the
important values, attitudes, and commitments of followers and is viewed as
addressing significant issues and facilitating task accomplishment.
Effective leadership communication manages competing goals and tensions.
Effective leadership communication balances the needs to create strong
interpersonal relationships and accomplish tasks, maintain a balance
between order and chaos within the organization, and use rewards and
punishments to motivate followers. Rather than take an either-or position,
effective leaders try to create a “both-and” position where oppositions are
integrated constructively.
Effective leadership communication is context dependent. Every context is
unique, and effective leadership communication is appropriate to the special
combination of people, time, place, and topic.
10.3.2. BASIC LEADERSHIP STYLES
Research in the field of leadership has revealed that the basic leadership styles
consist of three categories; namely‟ the autocratic leadership style, democratic
leadership style and the laissez-faire leadership styles. Researchers also found that
effective leaders had similar behaviours while ineffective leaders also had common
behaviours. Hence, it is evident that leaders who fall under a certain leadership
category are also likely to have similar behavioural characteristics.
117
Autocratic leaders give order in a certain manner, which shows directness and
straightforwardness. This is called The Eiffel Tower Culture as orders come from
the top to the bottom. Also, leaders who employ this style are most likely to have
a high task, low relationship manner. This goes to show that employees who
have leaders who fall under this category will usually receive information
specific to their task.
However, this also means that they will be given no room for protest or even
questioning for that matter. In this autocratic communication style, leaders are
the only ones who initiate a conversation and the response of subordinates to
the matter is hardly taken into account. All in all, leaders make the presentation
of their information in a close manner where employees have to comply with the
instruction exactly without having any say or input towards the matter.
It is observed that, when an entire organization from the top to the bottom of
the hierarchical pyramid employs this method of leadership; they also seem to
adopt a vertical communication strategy. This means that only upward or
downward communication occurs throughout the organization. The weakness of
this kind of communication is usually that it may take a longer time for the
initial message to reach the final audience as it has through travel through
various channels before arriving at its final destination. Other than that, there
may also be discrepancies in the final message received when compared to the
initial message sent out.
b) Democratic Leadership Style
Democratic leadership is a form of leadership that has undergone a paradigm
shift when compared to the previous definitions of leadership which were
usually denoted a position of undeniable authority.
Democratic leadership has defined its performance in terms of three aspects,
namely, distributing responsibility, empowering subordinates and allowing for
input in the decision making process. This shows us that democratic leaders are
likely to use communication styles such as the consultative communication
style and participative communication style.
Democratic communication is the result of a dialectical tension between social
factors including the concentration of a social power and complementary factors
causing the distribution of that power. The communication style used by leaders
operating by this leadership style plays an important role in eliciting the co -
operation and response of their employees.
Leaders are still the key initiators in this type of communication. However, the
difference between this style of communication and the autocratic style is that,
this style of communication places a higher importance on the feedback and
inputs from the employees.
In the democratic leadership style, leaders may use a high task -high
relationship approach or a low task-high relationship approach depending on
119
the importance and complexity of the task. Either way, leaders express concern
and care towards the employees‟ emotions and feelings.
Also in terms of the openness of the communication used by democratic leaders,
it depends solely on the subordinates‟ response. Often, the leaders are bent on
employees understanding and executing their tasks seriously; only then do they
accept suggestions and solutions from the receiver. Democratic leaders, just like
their autocratic counterparts, have zero tolerance for employees who fail to see
the importance of the task at hand.
c) Laissez-faire Leadership Style
The laissez faire leadership style can be described as the most free leadership
style out of the three basic leadership styles. The leaders who adopt this
leadership style are most commonly known to demonstrate low task -low
relationship behavior. This is because leaders under this category often present
employees with information regarding the tasks their required to complete but
the strategies and solutions used are left entirely up to the employees‟
discretion. Leaders using this style of leadership are also less likely to pay
attention to employees‟ feelings and emotions as well as have periodic checks
on the employees‟ work progress.
Effective leadership in a small business requires knowing how to communicate
with all elements of the organization, including employees, other managers,
customers and investors. Each group may require a different communication style
and leadership style. Leaders must be able to adapt based on the group they are
communicating with at the time. Effective communication skills are an important
aspect of any leader’s portfolio of skills and experience.
10.4. REVISION POINTS
1) Leadership: May be defined as a communicative process where the ideas
articulated in talk or action are recognized by others as progressing tasks that
are important to them.
2) Autocratic Leadership Style: places a high importance on the leader as the
sole entity in charge of all decision making processes. In this leadership style,
leaders tend to use a more authoritative communicati on style.
3) Democratic leadership: defined its performance in terms of three aspects,
namely, distributing responsibility, empowering subordinates and allowing for
input in the decision making process. Communication style used is
consultative and participative communication style.
4) Laissez faire leadership: style can be described as the most free leadership
style out of the three basic leadership styles. The leaders who adopt this
leadership style are most commonly known to demonstrate low task -low
relationship behavior.
10.5. INTEXT QUESTIONS
1) Explain the principles for effective leadership communication .
2) Elaborate the Communication methods used in different leadership styles.
120
10.6. SUMMARY
Leadership may be defined as a communicative process where the ideas
articulated in talk or action are recognized by others as progressing tasks that are
important to them. This definition of leadership suggests that leadership may take
many different forms and be associated with many different styles of
communication.
10.7. TERMINAL EXERCISES
1) How is leadership defined?
2) List the types of leadership styles.
10.8. SUPPLEMENTARY MATERIALS
1) Adapted from Nancy Jeffrey, “Preparing for the Worst: Firms setup plans to
Help Deal with Corporate Crises”, Wall Street Journal, 7, December, 1987, 23.
2) Bob Smith, “The Evolution of Pinkerton”, Management Review, September
1993, pp. 54-58.
10.9. ASSIGNMENT
1) Nominal group technique may be made use of to bring consensus in group
communication.
10.10. SUGGESTED READING/ REFERENCE/ BOOKS/SET BOOKS
1) http://www.speaking.pitt.edu/student/groups/smallgroupbehavior.html
2) http://www.buzzle.com/articles/small-group-communication-effective team-
communication.html
3) http://edis.ifas.ufl.edu/fy1378
4) http://www.msucommunitydevelopment.org/groupcommunication.html
5) http://www.researchgate.net/profile/TT_Haswiny_Deva/publication/2562963
44_THE_REVIEW_OF_COMMUNICATION_METHODS_USED_BY_LEADERS_E
MPLOYING_VARIOUS_BASIC_LEADERSHIP_STYLES/links/0deec5223546cc6
edb000000.pdf
6) http://smallbusiness.chron.com/effective-communication-leadership-
5090.html
7) http://www.brighthubpm.com/resource-management/101627-top-ten-team-
communication-issues-and-how-to-avoid-them/
8) Barker, Larry et.al. Groups in Process: An Introduction to Small Group
Communication, Prentice-Hall Inc., Englewood Cliffs, NJ., 1979.
9) Buck, Ross. "Non-verbal receiving ability" in Non -Verbal Interaction,
Wiemann and Harrison ed., Sage Publications, Beverly Hills, 1983.
10) Crosbie, Paul V., Interaction in Small Groups. Macmillan Publishing Co., New
York, 1975.
11) Hanson, Philip G., Learning Through Groups, University Associates, San
Diego, 1981.
121
LESSON – 11
to the employees and they feel proud. But this can be possible only with the
help of the informal communication.
11.3.4.3. Reasons for Existence of Grapevine Communication in Organizations
1) Grapevines are faster than formal communication networks and can easily
bypass individuals without restraint.
2) Grapevines can carry useful information quickly throughout an organization.
3) Grapevines can supplement information being disseminated through formal
communication networks.
4) Grapevines provide outlets for individual’s imaginations and apprehensions.
5) Grapevines satisfy individuals’ need to know what is actually going on within
an organization.
6) Grapevines help people feel a sense of belonging within the organization.
7) Grapevines serve as early warning systems for organizational crises and to
think through what they will do if the crises actually occur.
8) Grapevines help to build teamwork, motivate people, and create corporate identity.
11.3.5. DIFFERENCE BETWEEN FORMAL AND INFORMAL COMMUNICATION
BASIS OF
FORMAL COMMUNICATION INFORMAL COMMUNICATION
COMPARISON
Meaning A type of verbal communication in A type of verbal communication in
which the interchange of information which the interchange of information
is done through the pre-defined does not follow any channels i.e. the
channels is known as formal communication stretches in all
communication. directions.
Another Name Official Communication Grapevine communication
Reliability More Comparatively less
Speed Slow Very Fast
Evidence As the communication is generally No documentary evidence.
written, documentary evidence is
present.
Time Yes No
Consuming
Advantage Effective due to timely and Efficient because employees can
systematic flow of information. discuss work related problems, this
saves time and cost of the
organization.
Disadvantage Distortion due to long chain of Spread of rumors
communication.
Secrecy Full secrecy is maintained. It is difficult to maintain the secrecy.
Flow of Only through predefined channels. Can move freely.
Information
11.4. REVISION POINTS
129
11.9. ASSIGNMENTS
1) Practice your Presentation thoroughly in advance. Be sure to make eye contact
and to speak so that everyone can understand you. If you encounter difficult
questions how you will remain unemotional ? Explain.
2) The advantages and disadvantages of formal and informal communication
may be presented through a role playing exercise based on an imaginary
organizational situation.
11.10. SUGGESTED READING/ REFERENCE/ BOOKS/SET BOOKS
1) Mishra, J. (1990). Managing the grapevine. Public Personnel Management, 19,
213–228, extrapolated from pg. 215.
2) http://thebusinesscommunication.com/informal -communication/
3) http://thebusinesscommunication.com/what-is-formal-communication/
4) https://en.wikipedia.org/wiki/Internal_communications
5) Clampitt, P. (2005). Communicating for Managerial Effectiveness. Thousand
Oaks, CA: Sage Publications, Inc.
6) Duhe, S. (2008). Public Relations and the Path to Innovation: Are Complex
Environments Good for Business? Public Relations Society of America.
7) FitzPatrick L & Valskov V (2014) "Internal Communication: A Manual for
practitioners, Kogan Page.
8) Grunig, J. E., & Hunt, T. (1984). Managing public relations. New York:
Harcourt Brace Jovanovich College Publishers.
9) Hargie, O and Tourish D (eds) (2004) The handbook of Communications audits
for Organisations, Routledge.
10) McNamara, C. (2008). Field Guide to Leadership and Supervision. Minneapolis,
MN: Authenticity Consulting, LLC.
11) Quirke, B (2003) Making the Connections, Gower.
12) Theaker, A (2011). The Public Relations handbook, Routledge, Abingdon.
13) Wright, M ed (2009) The Gower handbook of internal communication, Gower.
14) http://2012books.lardbucket.org/books/management-principles-v1.1/s16-
05-communication-channels.html.
11.11. LEARNING ACTIVITIES
What similarities and differences would you expect to see in the introduction
to a formal presentation and the introduction to a formal reprt? Prepare and
present clearly.
11.12. KEY WORDS
Formal communication, Downward Communication, Upward Communication,
Horizontal communication, Informal communication, Grapevine communication.
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LESSON – 12
intentional and unintentional. Coronado Manufacturing, through its sales force and
advertising, generates intentional output communication. The defects in its
products, however, have become unintentional output messages with important
consequences. The low-quality message from the defective products is a potential ly
more powerful message than positive messages from advertising and sales
campaigns.
The Meaning Centered Approach
The second major approach for understanding organizational communication
is the Meaning-Centered approach. This approach asks what communication is,
not how and why it works. The Meaning-Centered perspective is concerned with
how organizational reality is generated through human interaction. As such,
message purposes (functions) and message movement (structure) are secondary to
understanding communication as the construction of shared realities (human
interaction). Specifically, the Meaning-Centered approach describes organizational
communication as the process for generating shared realities that become
organizing, decision making, sense makin g, influence, and culture.
Key Assumptions of the Meaning-Centered Approach
1) All ongoing human interaction is communication in one form or another.
2) Organizations exist through human interaction; structures and technologies
result from the information to which individuals react.
3) Shared organizational realities reflect the collective interpretations by
organizational members of all organizational activities.
4) Organizing and decision making are essentially communication phenomena.
5) Sense making combines action and interpretation.
6) Identification, socialization, communication rules, and power all are
communication processes that reflect how organizational influence occurs.
7) Organizing, decision making, and influence processes describe the cultures of
organizations by describing how organizations do things and how they talk
about how they do things.
8) Organizational cultures and subcultures reflect the shared realities in the
organization and how these realities create and shape organizational events.
9) Communication climate is the subjective, evaluative reaction of organization
members to the organization’s communication events, their reaction to
organizational culture.
Emerging Perspectives
Emerging Perspectives for organizational communication critique and
challenge many of the basic assumptions and interpretations found in the
Functional and Meaning-Centered approaches and provide important value
propositions for our consideration. In the next section of this chapter, the concept
of communication as a constitutive process is introduced and three approaches—
postmodernism, critical theory, and feminist theory—are described as important
perspectives for the study of organizational communication. The rising interest in
postmodernism, critical theory, and feminist theory can be understood when we
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consider the magnitude and rate of change in almost all aspects of our lives and the
failure of more traditional approaches to guide our uncertainty. Organizations are
increasing in size and complexity, with communications technologies changing even
the most basic of organizational processes.
Globalization both influences organizing processes and changes the very
nature of work itself. Almost simultaneously we experience the influence of mass
culture and the fact that fewer and fewer of us use similar information sources. In
addition, our awareness of issues of diversity, difference, and marginalization
grows. Put simply, this current time of turbulence and rapid change has given rise
to a contemporary context in which new questions and new challenges are
important for understanding our organizational lives.
Communication as Constitutive Process
“Communication cannot be reduced to an informational issue where meanings
are assumed to be already existing, but must be seen as a process of meaning
development and social production of perceptions, identities, social structures, and
affective responses”
Postmodernism and Organizational Communication
Postmodernism: The term postmodernism has been variously defined and
hotly come known as theoretical perspectives that represent an alienation from the
past, skepticism about authority structures, ambiguity of meanings, and mass
culture. Historical modernism is viewed as preceding post modernity in time and
experience, with postmodernism presenting challenges to the established traditions
of modernism. Postmodern theorists reject the claims of the Functional and Meaning-
Centered perspectives as overly simplistic and lacking in understanding of a world
characterized by rapid change, multiple meanings, and pervasive ambiguity. The
notion of grand master narratives (stories with broad application and explanatory
power, e.g., principles of scientific management or prescriptions for strong cultures)
are replaced by the micro narratives of individual organization members. Postmodern
theorists look at individual behaviors without implying relationships to underlying
values, assumptions, and rationales. In particular, post modern organizational
communication seeks to understand how multiple meanings and multiple
interpretations of organizational events influence multiple and diverse behaviors.
Deconstruction is the method of postmodern analysis. Put simply,
deconstruction refers to the examination of taken -for-granted assumptions, the
examination of the myths we use to explain how things are the way they are, and
the uncovering of the interests involved in socially constructed meanings. The value
base of postmodern organizational communication rests with shared power,
concepts of empowerment and interdependenc e, and multiple interpretations of
everyday events. Postmodern analysis challenges traditional notions of ratio such,
rejects many of the tenets of the Functional approach as well as on shared realities
in the Meaning-Centered perspective.
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SUMMARY
Organizational structure influences communication patterns within an
organization. Communications flow in three directions—downward, upward, and
horizontally. Downward communication consists of policies, rules, and procedures
that flow from top administration to lower levels. Upward communication consists
of the flow of performance reports, grievances, and other information from lower to
higher levels. Horizontal communication is essentially coordinative and occurs
between departments or divisions on the same level. External communication flows
between employees inside the organization an d a variety of stakeholders outside the
organization.
12.4. REVISION POINTS
External communication: transmission of information between a business
and another person or entity in the company's external environment.
Internal communication: Transmission of information between
organizational members or parts of the organization. It takes place across all levels
and organizational units of an organization.
12.5. INTEXT QUESTIONS
Explain the difference between internal and external communications in an
organization, giving examples of each.
12.6. SUMMARY
A major internal communication channel is e -mail, which is convenient but
needs to be handled carefully. External communication channels include PR/press
releases, ads, Web pages, and customer communications such as letters and
catalogs.
12.7. TERMINAL EXERCISES
1) What is an internal system mix?
2) State the meaning of system mix.
3) Differentiate internal system mix from the external system mix.
4) Define organizational communication
12.8. SUPPLEM ENTARY MATERIALS
1) Jeniffer Lawson, “How I did It: Pesuading Staffers to get with the Program”,
Working Woman, April, 1991, pp.57-58, 60.
2) Sproule, Communication Today, 69.
12.9. ASSIGNMENTS/ LEARNING ACTIVITIES
A debate on approaches and the strategies to manage organizational
communication may be conducted.
12.10. SUGGESTED READING/ REFERENCE/ BOOKS/SET BOOKS
1) Mishra, J. (1990). Managing the grapevine. Public Personnel Management, 19,
213–228, extrapolated from pg. 215.
2) http://thebusinesscommunication.com/informal -communication/
3) http://thebusinesscommunication.com/what-is-formal-communication/
4) https://en.wikipedia.org/wiki/Internal_communications
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UNIT – IV
LESSON – 13
ORAL COMMUNICATION
13.1. INTRODUCTION
Communication is simply the act of transferring information from one person
to another person or from one place to another place.
A message or communication is sent by the sender through a communication
channel to a receiver, or to multiple receivers. The sender must encode the
message (the information being conveyed) into a form that is appropriate to the
communication channel, and the receiver(s) then decodes the message to
understand its meaning and significance. Hence, communication is neither
transmission of message nor message itself. It is the mutual exchange of
understanding, originating with the receiver.
13.2. OBJECTIVES
After reading and studying the lesson you should be able to
Understand the importance of oral communication
Know the types of Oral communication
Know the merits and demerits of Oral communication
Effectively communicate with others
Maintain better communication in the workplace and in work teams
13.3. CONTENTS
13.3.1. Importance of Communication in Business
13.3.2. Categories of Communication
13.3.3. Oral Communication
13.3.4. Forms of Oral Communication
13.3.5. Dyadic Communication
13.3.6. Face to Face Communication
13.3.7. Telephonic Communication
13.3.8. Effective Oral Communication
13.3.9. Advantages of Oral Communication
13.3.10. Limitations of Oral Communication
13.3.1. IMPORTANCE OF COMMUNICATION IN BUSINESS
Communication helps managers to perform their jobs and responsibilities.
Communication serves as a foundation for planning. All the essential information
must be communicated to the managers who in -turn must communicate the plans
so as to implement them.
Communication is the essence of management and it needs to be effective in
business. The basic functions of management cannot be performed well without
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Paralanguage
The way something is said, rather than what is actually said, is an important
component of nonverbal communication. This includes voice quality, intonation,
pitch, stress, emotion, tone, and style of speaking, and communicates approval,
interest or the lack of it. Research estimates that tone of the voice accounts for 38
percent of all communications.
Other forms of nonverbal communication usually communicate one’s
personality. These include:
Aesthetic communication or creative expressions such as dancing,
painting, and the like.
Appearance or the style of dressing and grooming, which communicates
one’s personality.
Space language such as paintings and landscapes communicate social
status and taste.
Symbols such as religious, status, or ego-building symbols.
Visual Communication
A third type of communication is visual communication through visual aids
such as signs, typography, drawing, graphic design, illustration, color and other
electronic resources.
13.3.3. ORAL COMMUNICATION
When messages or information is exchanged or communicated orally is called
oral communication. Oral communication is the process in which messages or
information is exchanged or communicated within sender and receiver through the
word of mouth. It is word based communication system but in oral form. Most of
the time, we use oral communication. It includes individuals conversing with each
other, be it direct conversation or telephonic conversation. Speeches, presentations,
discussions are all forms of oral communication.
Executive spend 60 to 90 percent of their time talking to people. Face to face
conversations, group discussions, counselling, interview, radio, television,
telephone calls etc. is used to express meaning in oral communication. Oral
communication is generally recommended when the communication matter is of
temporary kind or where a direct interaction is required. Face to face
communication like meetings, lectures, conferences, interviews, etc. is significant
so as to build a rapport and trust.
Principles of Oral Communication
1) Clear pronunciation: Clear pronunciation of message sender in the main
factor or oral communication. If it is not clear, the goal of the message may
not be achieved.
2) Preparation: Before communicating orally the speaker should take
preparation both physically are mentally.
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3) Unity and integration: The unity an integration of the speech of the message
sender is a must for successful oral communication.
4) Precision: Precision is needed to make oral communication effective. The
meaning of the words must be specific.
5) Natural voice: The speaker’s must not be fluctuated at the time of oral
communication. On the other hand artificial voice must be avoided.
6) Planning: Organized plan is a must for effective oral communication. The
speaker should take proper plan for delivering speech.
7) Simplicity: The speaker should use simple an understandable words in oral
communication. It should be easy and simple.
8) Legality: The speaker’s speech should be legal and logical at the time of oral
communication.
9) Avoiding emotions: At the time of oral discussion, excessive emotions can
divert a speaker from main subject. So, the speaker should be careful about
emotion. The speech must be emotionless.
10) Acting: Many people lose concentration after listening for a few minu tes. So
speech must be emotionless.
11) Efficiency: Speakers efficiency and skill is necessary for effective oral
communication.
12) Vocabulary: Words bear different meanings to different people in different
situations. In oral communication, a speaker should use the most familiar
words to the receiver of the message to avoid any confusion in the meaning of
the words.
Elements of Good Oral Communication
The techniques of good communication may be summarised by four basic
elements:
Voice quality – Voice quality refers to the pitch and resonance of the
sounds made. Good voice quality in communication involves pitch, delivery,
speed and volume.
Style – It is the blending of pitch, speed and volume to forming a set of voice
behaviour that give uniqueness to a person. a unique talking personality
W ord choice – Word choice is related to one’s vocabulary. The larger the
vocabulary, the more choice of words one has. Choose appropriate word and
avoid more jargons and acronyms.
Adaptation – Adaptation is fitting the message to the intended listener.
13.3.4. FORMS OF ORAL COMMUNICATION
There are seven forms of oral communication that includes:
Intrapersonal communication is self-talk or a conversation you hold with
yourself under certain circumstances. It is a form of thinking that goes on inside us
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Conversation
This form of dyadic communication is the most informal, least purposive and
least intimate.
Dialogue
This form of dyadic communication is most purposive and intimate compared
to a conversation. Youhold a dialogue when you have a definite topic to
speak about. There is also a kind of social relationship between thepersons involved
in the dialogue. It can be semi-formal to formal but is more formal to conversation.
Interview
Communication is an integral part of the interview process. Interviews are the
most popular, formal and least intimate form of dyadic communication. There is a
definite objective in mind and you ask questions in order to meet that objective. The
ability to communicate is among the top considerations of employers in hiring
potential employees.
13.3.6. FACE-TO-FACE CONVERSATION
Face-to-face conversation is an informal discussion through spoken language
and words on a particular issue among the people to exchange their views freely
and fairly weighs each other.
Advantages of face-to-face conversation
In modern society, with the rapid development of technology, people have more
choices ways to communicate each other such as face -to-face, letters, emails or
telephones. However, I believe that face-to-face communication is much better than
other types of communication, such as a letter, email or telephone calls. The
advantages of face-to-face communication are described as below:
Responses immediately: When people communicate each other in person, they
can get a response immediately without misunderstanding. During the
conversation, people can not only hear a response from others, also see how they
are feeling; people can guest what will take place next, how the conversation is
about, which is very important to have a successful talk.
Express of feelings: Using face-to-face communication helps people express
their feelings, ideas much better. Instead of using words only when people choose
letters, emails or phone for communication, people can use eye contact, verbal
language in order to show their opinions. Scientists show that more than seventy
percent people use body or verbal language in communicating; thus, it’s very
important for people use actions to express views.
Suitable for respect: Face-to-face communication enjoys yet another distracts
advantage, the message being communicated also gets the assistance of facial
expressions and gestures.
Suitable for discussion: Face-to-face communication is particularly suitable for
discussion, for there is immediate feedback from the listener. Face -to-face
communication provides the speaker with a much better opportunity for
adjustment. A twist of the lips, a frown on the forehead, a contraction of the facial
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muscles point out that the message is not welcomed, then changes of tone or
sympathetically looking is to be needed. These adjustments are possible only in
face-to-face communication.
Conversation to learn: We learn a great deal via conversation, including
conversations with ourselves. We learn highly valuable life lessons.
Conversation to coordinate: Coordinating our action in ways that are mutually
beneficial. Anytime we negotiate one favor for another, we use conversation to reach
an agreement to transact.
Collaborate: Coordination of action assumes relatively clear goals, but many
times social interaction involves the negotiation of goals. Conversation is a requisite
for agreeing on goals, as well as for agreeing upon and coordinating our actions.
Disadvantages of face-to-face conversation: The limitations of face-to-face
communication are given below:
Difficult to practice in large-sized organization: Face-to-face communication is
extremely difficult to practice in large -sized organizations, particularly if their
various units or departments are situated at different places.
Not effective in large gatherings: It is very difficult to get a message across to
large gatherings. Even though the speaker is addressing them face-to-face, the vital
personal touch is missing. In the absence of a satisfactory feedback, his speech
lapse into a monologue.
Ineffective if the listener is not attentive: A limitation which the face -to-face
communication shares with oral communication is that its effectiveness is closely
linked with the listener’s attentiveness. Since human beings can listen to grasp the
message faster than the speed at which they are delivered, they will easily get
delivered thus making communication ineffective.
13.3.7. TELEPHONIC CONVERSATION
Telephonic conversation is an exchange of information between two persons
over telephone. Talking over telephone is an art. Good telephoning techniques can
help you win friends and create goodwi ll. You voice may convey a first impression of
your business or organization.
The following suggestions are recommended to follow while making telephone
calls-
Make the call at an appropriate time. 9.00 a.m to 5.00 p.m is appropriate
time for office or office or business calls and 9.00 a.m to 9.00 p.m is for
personal calls. Be careful of time difference when making international calls.
Make sure about the number and dial it correctly.
Give the call receiver enough time to answer the call, up to ten rings.
Smile and provide details about your identity like name, company,
department, etc.
Identify clearly the person you want to talk to.
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13.9. ASSIGNMENTS
1) Discuss the importance of oral communication in work place.
2) Describe the different types and form of oral communication .
13.10. SUGGESTED READING/REFERENCE BOOKS/SET BOOKS
1) Krishna Mohan and Meera Banerji (2009), Developing Communication Skills,
2nd Edition, MacMillan Publishers India Ltd., New Delhi.
2) Neera Jain and Shoma Mukherji (2012), Effective Business Communication,
Tata McGraw Hill Education Pvt Ltd., New Delhi.
13.11. LEARNING ACTIVITIES
In the multinational organisations certain factors like their style, language and
body language are to be clearly understood before communicating with such
audience.
13.12. KEY WORDS
Oral communication Corporate communication
Business communication Dyadic communication
Intrapersonal communication Telephonic conversation
Interpersonal communication Face to Face conversation
Mass communication Interview
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LESSON – 14
To Persuade
A persuasive speech induces the listeners to belie ve, feel or act in a manner
decided by the speaker. Dynamic leaders like Gandhi, Nehru and Kennedy are
known for their persuasive speeches. The objective of such speeches is to either
make the audience discard the old beliefs, opinion or attitude or adopt new ones.
The speaker may also choose to induce an action at the end of it. The topics in such
speeches are generally controversial since they have opposing points of view. For a
persuasive speech to be effective, the speaker has to think critically about the best
ways to persuade someone within the constraints of a situation.
To Motivate
The objective is to motivate the audience towards some action or reaching a
goal. It could be used by the teachers to motivate the students, the managers to
increase the productivity, the sales personnel to understand the customer
requirements and build customer relationship.
To Inculcate
This form of speech has the basic objective to create belongingness towards
the organisation and develop the spirit of the organisation. It details the need for
values to be imbibed and the discipline expected to perform and achieve.
To Educate
The objective is to enrich the existing knowledge. It could be to explain the new
idea or thought, concept, process or methodology.
To Entertain
The speaker’s objective is to simply make the listeners enjoy themselves while
at the same time learning can be infused. Such speeches are used to stimulate a
pleasurable response from the audience. It can be done in either a humorous or
dramatic manner. The after-dinner speeches and farewell speeches are some of the
occasions where this format is practiced. It just relieves the stress and refreshes the
mind.
Who: Knowing the Audience
When the speaker addresses the “who” of the message, the person is better
able to relate with the audience. The listeners feel they are being directly spoken to
and, hence give their complete attention. Since the compos4tion of every audience
is different the speaker must consider their unique needs. Apart from considering
the interests, knowledge level, educational level and position in business or society,
also consider what level of audience interaction and participation is appropriate.
These would not only give the speaker an insight into their attitudes and values but
also help the speaker structure the speech in such a way so as to develop a rapport
with the audience. It sometimes helps to greet some of the audience as they arrive.
Since, it is easier to speak to a group of friends, than to a group of strangers.
What: Knowledge of the Topic
What is the message which needs to be communicated? What are the issues?
What are the solutions? The “what” in the message is the backbone of the speech?
It is the utmost objective of the speech and the reason why people come to hear the
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overcoming the challenges is to write in simple language from the perspective of the
audience. Rehearsals and reading aloud repeatedly with proper voice modulation
and relevant expressions would allow the text to sink in memory and leave the
speaker to maintain brief eye contacts while speaking. Do not forget to keep a
neatly typed text of large print with clear markings for pauses, emphasis, humour,
etc.
From Memory
Memorized speech is one where the entire speech is memorized word-by word
and not merely for its ideas or key words. A memorized speech provides an
advantage of carefully planned and well worded text. During the speech, emphasis
can be on the delivery style by making it a little dramatic and passionate. However,
just be a little cautious. Focus on ideas and avoid putting high-sounding words.
Unlike a prepared manuscript this speech is more flexible, allowing for last
minute modifications to be done like new words, phrases, a joke or anecdote, etc.
However, it depends upon the expertise of the speaker, how well can he blend in
new ideas into the already memorized speech. There is a risk also since the
introduction of new ideas may make the speaker forget the rest of the speech a nd
he finds himself in an embarrassing situation on the stage. There are also instances
when the speaker wishes to memories only certain paragraphs, such as quotations,
verse and figures, in the speech rather than the entire speech
Extemporaneous Speech
This is by far the most desirable style and recommended for business planning
based on research and effective delivery without memorizing. Since no time is
wasted in writing or memorizing, the speaker can spend the time in doing relevant
research and making the content strong.
All the ideas then need to be organized sequentially according to the principle
of a beginning, middle and an end. The best part about this style is that even new
data or information or anecdote remembered at the last moment can be i ncluded in
the speech. Once the outline is prepared, the speaker should practice on ideas and
not the specific words. While some parts of data or quotes, etc. can be memorized,
only the central idea and the main points need to be practiced.
A successful extempore speech has an introduction that catches the listener’s
attention, introduces the theme of the speech and answers the question through
three, or sometimes two, areas of analysis, which develops an answer to the
question. The conclusion summaries the speech and ties everything together,
relating back to the introduction and body of the speech.
The extemporaneous mode of delivery for business presentations is the style
most likely to retain audience attention and make speech both credible and
interesting. The delivery style here is like a conversation and the speaker has the
opportunity to combine the already prepared content with real life experiences. The
best part is that in the absence of a script the speaker’s enthusiasm and connect
with the audience is tremendous. Since it allows the speaker to maintain eye
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contact with the audience, the speaker appears to be natural and spontaneous. The
speaker also gets feedback through the eye contact and facial expression of the
audience and can respond to audience needs. One can also go for mind mapping
which is a very effective approach to keep in mind all the points.
Mind Mapping
The mind mapping technique was developed by Tony Buzan as an alternative
to outlining. The basic idea behind this concept is that human mind thinks in
terms of images and pictures. Instead of organizing material in a traditional linear
or sequential manner, the mind map approach presents ideas in a radial, graphical,
non-linear manner. It encourages a brainstorming style for plann ing and organizing
ideas.
Start in the centre by drawing a simple picture of the basic idea
Then draw lines out that represents the main points you want to cover
Use colours and symbols for visual stimulation and retention of the idea
Use only one word per line along with the picture
The lines should be connected, starting from the central image. The central
lines are thicker than the branches
Make the lines the same length as the word/image they support
Develop your own personal style of Mind Mappin g based on your mental
context.
Use emphasis and show associations in your Mind Map.
14.3.7. NON-VERBAL CUES
Verbal and non-verbal behaviour should be consistent to express passion and
enthusiasm for a topic. These non -verbal elements stimulate the senses of the
audience and make the speech interesting for them. The audience would feel
mentally and emotionally involved with the message. Gestures and facial
expressions are like the seasoning on a well prepared meal, adding to the
experience of a speech. Although these have been explained in detail in the chapter
on non-verbal communication here are a few tips to hi ghlight their importance in
public speaking:
General Appearance
In public speaking, it is important to remember that the audience’ first
encounter with the speaker forms the vital first impression. The posture, the
clothes and accessories, the general grooming, all contribute towards the ultimate
impact that we want to create on audience mind. The speaker needs to pay
attention to his attire and dress according to the environment and sensibilities of
the audience. Even the culture becomes a decisive factor on the appearance and its
effect on human interaction.
Posture
There is no one right posture that is always fit for all occasions. The posture
needs to be determined looking at the objective, the purpose, the type of audience
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and the message to be put across. Deciding upon the right posture, therefore, is a
matter of first understanding the environment and then going for a natural one.
The speaker who slouches conveys resignation, lack of enthusiasm, anxiety
and uncertainty and one who stands erect like a soldier fails to develop the bond
with the audiences. Some sit on the chair while talking. The sitting on the table
posture conveys over confidence, aggression and also slight informality.
Facial Expression
Facial expressions give a clue to the listener about the speaker’s involvement
with the speech. Lack of expressions on the face, to some extent is a sign of lack of
passion and enthusiasm. A confident expression on the face develops a positive
bond with the audience that creates their interest in the topic.
Eye Contact
The eye can transcend all boundaries of space. The speaker can scan the
audience sitting at the farthest corner to engage the person in the talk. Establish
eye contact with the entire audience before beginning to speak. It does not mean
looking at each one, but initially a glance across the entire room, starting from one
side and moving to the next. Look at everybody and all sides while talking. It is a
common mistake to only look at one side of the audience, or only front rows.
Movements and Gestures
Physical movement can be used by the speaker very subtly to draw and
capture the attention of the audience. By moving around, the speaker can involve
those who are otherwise feeling dull or relaxed. Gestures, sweeping movement of
the arms and head nods, help communicate and reinforce the meaning. Natural
body movements help the speaker build a rapport with the audience. It must be
noted, however that any repetitive movement is a sign of restlessness and, therefore
should be avoided. Lectern is a barrier between the audience and a speaker. Use it
only if the size of the audience or the formality of the occasion necessitate s it. If you
are comfortable enough and can use collar mike, come out of lectern as this would
help you talk with the audience.
Voice Modulation
Vocal elements serve as an important tool to support and reinforce your verbal
message. Appropriate voice modulation is essential to maintain audience interest.
Concentrate on changes of tone and rhythm. Varying tone, proper pauses, volume
and pace convey passion and energy level of the speaker and prevent the speech
from getting monotonous.
14.3.8. FORMAL PRESENTATION
A presentation is a means of formal communication, for expressing an idea or
message to an audience. It is a direct and live mode of sharing information and
interacting with a group. A presentation is not only an expression of thought or
emotion to a receiver of the message. It also means, displaying a concept to a group
of people with interest in the topic. It is a form of oral communication using visual
aids, and tools (essentially a power point) to discuss, share and generate new ideas
with a specific audience in an impressive and convincing manner.
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small story. More often than not, these are the learning methods that generate
interest of the target audience. If you still wish to use slides, write 10 or less
words in each slide. Use bullet points wherever possible. More words on one
slide carry a risk with them - the audience will get busy in reading what is
written than what the presenter is saying or the audience might just get bored
by seeing a lot of words.
4) Rehearse... Rehearse... and Rehearse: The feeling is quite different while a
presenter is presenting LIVE than when he / she is just practicing in a closed
room. It is a good idea for the presenter to practice at the venue [if possible].
This helps him get familiar with the place and the surrounding. Also, a
presenter should make as many notes as possible and also think of possible
questions that might come up during the course of presentation.
5) Revisit the objectives: Once the notes have been made, a presenter must
critically analyze the presentation with respect to the objectives of the
presentation. He should ask himself questions like - "Does this presentation
match the objectives stated?", "Is this presentation flowing logically?" In
today’s market scenario, if a person is able to think, write, and present
persuasively, he has won half the battle.
How to improve Presentation skills?
1) Understand and explain your content
2) Organise with a beginning, middle and conclude
3) Emphasise key ideas by repeating, rephrasing
4) Use strong and convincing language
5) Use visual aids
6) Practise, Rehearse and Present
7) Prepare for questions
14.3.9. EFFECTIVE COMMUNICATION
Effective communication is a part and parcel of any successful organization. A
communication should be free from barriers so as to be effective. Communication is
a two way process where the message sent by the sender should be inte rpreted in
the same terms by the recipient. The characteristics of effective communication are
as follows:
1) Clarity of Purpose: The message to be delivered must be clear in the mind of
sender. The person to whom it is targeted and the aim of the message sho uld
be clear in the mind of the sender.
2) Completeness: The message delivered should not be incomplete. It should be
supported by facts and observations. It should be well planned and organized.
No assumptions should be made by the receiver.
3) Conciseness: The message should be concise. It should not include any
unnecessary details. It should be short and complete.
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LESSON – 15
COMMITTEES, SEMINARS AND CONFERENCES
15.1. INTRODUCTION
The committees are groups set up for making decisions in complex
organizations. Americans do not appreciate committee system whereas in Japan it
is preferred system of decision making. When organizations become large need for
using collective opinion become an inevitable task. Rensis Likert perceive
Committee as interlocking group where the unit chief and subordinates act as
decision making group. Committee usually has a specific operational timeframe and
become part of organization structure. Committees deal with recurring tasks. In
global business environment committee type organization may be limited to critical
issues where pooling of resources become inevitable.
15.2. OBJECTIVES
After reading and studying the lesson you should be able to
Understand the role of committees
Explore the responsibilities of different committees
Know various types of meeting and how to conduct a meeting
Explore the different ways of communications that take place in a
workplace
15.3. CONTENTS
15.3.1. Committees - Definition
15.3.2. Types of Committees
15.3.3. Advantages and Disadvantages of Committees
15.3.4. Meetings
15.3.5. How to Conduct a Formal Meeting in Effective Way
15.3.6. Other Verbal Communications in Workplace
15.3.1. COMMITTEES - DEFINITION
“A committee is a group constituted by a parent body for a specific purpose to
discuss, deliberate and decide about an issue, problem, crisis and predicament”
15.3.2. TYPES OF COMMITTEES
Committees are classified on the basis of their nature of work, functions
entrusted or the powers vested with them.
Advisory Committee
Monitoring Committee
Standing Committee
Functional Committees
Grievance Redressal Committee
Advisory Committee
Advisory committees are constituted with domain expert, for giving
professional advice but they do not take part in implementation process. Those in
advisory committee may discharge staff function and do not take the responsibility
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15.3.4. MEETINGS
Verbal communication occurs in meetings when participants share their ideas.
Effective meeting organizers clearly define their objective, such as whether the
intent of the meeting is to make a decision, brainstorm ideas, approve a plan,
communicate a change or get a status report. At the beginning of the meeting, an
organizer uses verbal communication to state the priorities of the meeting, the
desired outcomes and the amount of time allowed to discuss each topic. By asking
for additional input from participants, she ensures the meeting remains relevant for
everyone. The meeting organizer also ensures that every participant gets a chance
to speak without monopolizing the agenda.
Requirements for Meetings
A meeting is a coming together of (generally) three or more people to exchange
information in a planned manner and discuss issues set out before them to arrive
at decisions, solve problems, etc.
A meeting can be formal or informal. As regards a formal meeting there is set
rules for convening it and conducting it, with a written record of its proceedings. It
requires a notice which is a call, an invitation to attend it. A meeting has a
convener who calls it and a leader or chairperson who directs it.
It has an agenda or list of things to deal with, and the outcome is
systematically written in the form of minutes. An informal meeting can be without
any written notice, for instance a staff union meeting in the lunch room to discuss
a picnic.
Types of Meeting
Meetings are broadly of three types:
i. Informative, where the purpose is to give information to the participants
about a new scheme, product, etc.
ii. Consultative, in which the members are consulted to solve a problem.
iii. Executive, in which decisions are taken by those empowered to do so.
iv. In practice, most of the meetings serve more purposes than one. Some
additional classifications of meetings are – meeting for negotiation purpose,
meeting for giving instructions, etc.
Purpose of a Meeting
The purposes of holding meetings are listed here in a skeleton form:
To reach a common decision/agreement
To solve a problem
To understand a situation, exchange ideas and experiences
To inform, explain, present ideas
To give and get feedback on new ideas
To give training
To plan and prepare for action
To resolve differences and misunderstandings
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State the course of action - The chairman should clearly state the action to be
implemented. Here, the consent of the members is must.
Close the meeting - When the meeting is over, the chairman declares the
closing of the meeting and thanks the members for attending and contributing.
C. Activities after Conducting Formal Meeting
The Proper recording of the minutes and thereafter its distribution to the
members should be ensured by the chairman.
15.3.6. OTHER VERBAL COMMUNICATIONS IN WORKPLACE
Business professionals demonstrating effective verbal communication skills
use spoken words to convey a message clearly and concisely. To get a message
across, the sender needs to ensure the receiver correctly interprets the words. If
not, confusion and conflict typically results. By successfully delivering a message,
business professionals describe ideas, thoughts and directives that allow colleagues
to work better together. Effective verbal communication begins by acknowledging
what the audience needs. By planning what he wants to say, how he wants to say it
and seeking feedback on how the message was received, a business professional
ensures successful communication.
The Seminar, Symposium, Conference, Colloquium, Convention, Panel
Discussion and Workshop are intellectual exercises where in the participants
discuss, deliberate and disseminate new ideas, new approaches in solving problems
concur contradict, criticize and contribute to the knowledge. In general the
academic institutions and trade associations organize such programmes for the
benefit of human resource in the industries and institutions. These exercises are
conduct at class room level, state, national or international level. Naturally the
knowledge acquisition level will also be varying in different levels.
Seminar
The Seminars are discussion in small groups where the results of original
research or advanced study are presented through oral or written reports. It
becomes a routine affair in Post Graduate and Research Institutions. In seminars
the organizers solicit research papers, scrutinize it through expert committees, edit
and publish the presentations and asked to present the paper among the
knowledgeable participants under the chairmanship of an expert. In many cases it
becomes ritual in academic institutions, where adequate time is not given
discussion and deliberations. In many cases it is waste of time and waste of effort.
Symposium
The symposium is the forum where small group of experts or well informed
persons discuss for the befit of the audience. Usually Institutions specializing in
Science and technology organize symposium in vite erudite scholars who exchange
views and than happen to be information for young scientists and technologists. A
search on the frontier of knowledge takes place for the emancipation of human
beings in their endeavour to and comfort and convenience to l ife. The proceedings
of symposium are valuable documents.
Conference
The conference is the gathering of persons with comparable interests to confer
the views, thoughts and ideas among themselves and pass certain resolutions at
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Lectures
Using effective verbal communication, business professionals give
presentations and lectures to convey their expertise on a particular topic. Whether
a business professional provides instruction , describes a product to make a sale or
communicates a vision or strategy, he needs to keep the message clear by preparing
adequately. Using vivid language, descriptive examples and supplementary visuals,
he ensures a successful presentation. By using short words and sentences,
speakers tend to avoid confusion. Effective presenters allow time for the audience to
ask questions and provide comments.
Conversations
Conversations typically involve two people discussing a topic. Effective verbal
communication occurs during conversations when the speaker acknowledges the
sensitivity of the subject, time constraints and types of questions the receiver might
ask. If the conversation occurs face to face, successful communicators use active
listening skills such as repeating back what the other person has said. They also
resist the temptation to interrupt and allow the other person to speak up as well to
convey their thoughts. If the conversation occurs by telephone, the participants
need to pay even more attention.
15.4. REVISION POINTS
1) The Committees are groups set up for making decisions in complex
organizations
2) Committees deal with recurring tasks
3) Organizations become large need for using collective opinion become an
inevitable task
4) The seminars are discussion in small groups
5) The proceedings of symposium are valuable documents.
15.5. INTEXT QUESTIONS
1) Enlist various professional gatherings available for interchange of ideas, views
and thoughts
2) Differentiate Seminar and symposium
3) State the communication dimensions of a convention
4) Define the term “Committee”
5) Elucidate the role of committees in an organization
6) State the advantages and disadvantages of committee type organization
7) Differentiate the functions of different committees.
15.6. SUMMARY
Communication in committees is group communication. Normally consensus,
compromise, conflict resolution, pooling of intellectual resources for problem
solving are the aim of forming committees. The committees are classified as
Advisory Committees, Standing Committees, Moni toring committees, Functional
Committees and Ad hoc Committees. Committees may be formed to postpone the
decision, get the expert opinion or for unearthing the hidden talents of managers. It
has certain negative dimensions like delay in decisions, too much expenses and
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LESSON – 16
VISUAL COMMUNICATION
16.1. INTRODUCTION
A good understanding of the different types of communication
and communication styles can help you know and deal with people better, clear up
misunderstandings and misconceptions, and contribute to the success of the
enterprise. An efficient workplace makes use of several different kinds of
communication. Verbal and visual communications are just two ways that
information and ideas travel from person to person and become integrated into the
company's methods and practices. Visual communication is done through visual
aids such as signs, typography, drawing, graphic design, illustration, color and
other electronic resources.
16.2. OBJECTIVES
After reading and studying the lesson you should be able to
Understand the significance of visual communication
Know the various types of visual aids
Appreciate the support of technology in visual aids
Utilise the technology aided communication
Prepare and make effective presentations
16.3. CONTENTS
16.3.1. Importance of Visual Communication
16.3.2. Advantages of Visual Communication
16.3.3. Types of Visuals
16.3.4. Visual communication aids
16.3.5. Professional based on visual communication
16.3.6. Forms of Visual Communication
16.3.7. Over Head Transparencies
16.3.8. PowerPoint Presentations
16.3.1. IMPORTANCE OF VISUAL COMMUNICATION
Visual communication is the process of communicating through pictures,
photographs, posters, diagrams, drawings, tables, charts and graphic arts.
It conveys the message better than the spoken words. As the adage goes “a picture
is worth a thousand words”; such visual communication i s more powerful than
verbal and nonverbal communication on many occasions. The audience could
understand the messages better through visuals than through oral presentations.
Visual communication with graphs and charts usually reinforces written
communication, and can in many case replace written communication altogether.
The international audience could also understand the visuals better than the
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Information Retention
If you are standing in front of a group presenting information for 30 minutes,
the likelihood of them retaining the information is slim, especially if the audience
has a hard time concentrating or is uninterested in your information. Using visual
aids, along with verbal or written forms of communication, can help the audience
retain the information.
Language Barriers
Language barriers are a common communication barrier, especially as the
workforce becomes more diverse. Nominative speakers may not fully understand
information during a verbal presentation; however, with visual aids they can
perhaps use deductive reasoning to grasp your main ideas.
Limited Time
A picture is still worth 1,000 words; thus, visual aids save time in conveying
ideas. This is true whether an employee is preparing a written report for a busy
executive or that executive has to present information to a group. Visual aids
provide a quick way to get the main points of the sales pitch or idea for product
packaging.
16.3.3. TYPES OF VISUALS
Visual aids are not limited to charts but can also include pi ctographs, pie
charts, schedules, seating charts, financial statements, drawings, videos, slides or
sketches. You can use visual aids as handouts when giving a verbal presentation,
present them on-screen or in written reports. The type of visual aids you u se
depends on the information you are presenting and the audience.
Dealing with Data
Large quantities of data can be easily and quickly made into graphic
representations such as charts, graphs and tables.
Tables
Tables are systematic arrangement of rows an d columns. Tables communicate
specific quantitative data that can easily be confused when written or spoken.
Tables can be classified as single tabulation and cross tabulation. In single
tabulation, a specific variable is presented against another variable . In cross
tabulation one set of variable is segmented for easy understanding.
Charts and Graphs
Charts and Graphs are pictorial form of presentation of data. They represent
statistics or complex numbers. These can be easily made using the computer and
serve as a handy tool for showing projections and trends. It is always recommended
to have a header and footer to the chart explaining the trend rather than Bar graph
for audience to interpret. There are different types of charts as stated below:
Single Line charts
Multiple line charts
Surface charts
Bar charts
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Pie charts
Pictograms
Gantt charts
In single line chart two variables are compared, where as in multiple line
charts the sub classification one variable is presented against other variable. For
example if sales trend is compared over the years different single line charts are
prepared for different products. In multiple line charts, in a single chart, the sales
figures of different products are shown by means of different lines. The surface
chart is an area chart. The pie charts are representation of data in a circle, where
360 are divided according their share. In pie charts number of classification can be
restricted to three or four. The differentiation can be highlighted by means of
colours or patterns.
Diagrams and Drawings
When technical information is to be presented, it c an be presented by means
of diagrams and drawings. In mechanical engineering machine design are developed
by means of CAD, similar drawings in civil, architecture facilitate changes in the
drawing stage. The recipient of information can visually see and su ggest changes.
The schematic diagrams describe the sequence of activities in a project.
Maps
Maps are used to compare the demand or sales figures in different territories.
It can also be used for presenting dealer concentration in specific locations.
Mapping highlights concentration of customers and the efforts needed in a specific
location. It identifies the infrastructural facilities available for the business like
water sources and power production units, etc.
Flow Charts
The flow charts interconnect information and their direction. In systems the
preceding and succeeding activities are highlighted. It illustrates progression of
events from start to end. The geometric shapes of boxes indicate significance of
those nodal points. This chart facilitates ide ntification of locations where resource
transfer is required. In case the project is large one the interface events are
identified.
Organization Charts
The organization charts describe the hierarchical relationships. It identifies
nodes of decision making and clearly demarcates to whom a person need to report.
It shows the position, the subordinate superior and peer relationships. It depicts
the communication channels and in case strategic intervention is required the
place of intervention can be identifie d. The Graicuna advocates that organization
structure should not have more layers.
Checklist for Tables and Charts
Use few tables and charts that are important highlights
More items are there combine them into ca category called others
By means of colours and patterns make the comparison easier
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Multimedia Projector
The multimedia Projectors are used for power point presentation s. The
information can be stored in floppies or CDs and displayed in the halls where we
make presentations. It is easy to carry and present information in a sophisticated
form. While preparing the power point the fonts and the size are to be carefully
selected. The projector should not obstruct the audience. The computer available
must have the appropriate version to support the presentation.
Overhead Projectors
The overhead projectors facilitate transmission of information prepared for oral
presentation and reduce the strain of the speaker. It helps the speaker to cover
more points in the limited time usually allotted for presentation. The advantages
and disadvantages of using the overhead projector are stated in the following few
lines.
16.3.5. PROFESSIONS BASED ON VISUAL COMMUNICATIONS
Visual communication uses artistic license to communicate thoughts and
ideas through sight. People skilled in visual communications commonly work in
advertising, Web design, journalism and publishing, and in many cases in ow n
their studios to teach their craft. They use simple and advanced techniques to get
their message across – everything from pencils to computers. Most people get a
college degree or attend a specialized school to learn their craft.
Graphic Design
Graphic designers plan and create marketing materials that communicate
visually. They work in a variety of settings, including publishing companies,
advertising firms and corporations where they assist with advertising campaigns
and business promotions. Graphic designers also develop brochures, press packets
and fundraising programs. Some choose to work alone and freelance for clients.
Many graphic designers earn college degrees and stay current on the latest software
programs.
Art
Artists work in many creative fields, such as advertising, public relations and
set design. Others are employed as cartoonists, illustrators, art directors and
interior decorators. While many artists work for someone else, many still create
their own artwork and sell it to supplement their income. Many also teach in
schools and give private lessons. Artists often specialize in sculpture, watercolor,
oil, illustration, pastels, pencils, pens, clay or computer animation.
Photography
Photographers tell stories with their pictures to capture an d to record major
events for future generations. Photographers spend years learning their craft.
Photographers typically earn a college degree or complete specialized training at a
photography school or art institute. Many are self-employed and earn a living
photographing individuals and special family occasions, such as weddings. Others
work as photojournalists or crime scene photographers affiliated with a police
department.
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Multimedia
Professionals skilled in multimedia have solid knowledge and understan ding of
all forms of visual communication in order to produce cutting -edge communication
pieces for a client or business. For example, in order to put together an engaging
company website to attract page hits and customers, a Web page must contain high
quality photography, attractive graphic design, original artwork and, in some cases,
an attention-grabbing video.
16.3.6. FORMS OF VISUAL COMMUNICATIONS
Slide Presentations
Staff members normally create slide presentations with computer presentation
software to accompany the text of an important company meeting. Slide
presentations offer a visual element to meetings that can help employees better
understand the subject matter of a meeting and keep minds from wandering. When
a sales manager is comparing last year's sales numbers with this year's, an effective
way of making the comparison understandable is to use graphs and charts in a
slide presentation.
Memos
Many employees produce memos as a form of visual communication
electronically or on paper. In either form, the memo serves as a way to transport
information back and forth between individuals and groups. Important information
such as changes to company policies or procedures, updates on the company's
financial status or department-specific messages can be effectively communicated
using memos.
Video
Videos can be effective as training aids and ways to introduce new products to
an entire company. The human resources department can create an introductory
training video as part of new employee orientation. Other departments can create
training videos specific to their needs. When a company wants to introduce a new
product to employees, a video is an efficient way of delivering the new product
information to the entire company, allowing the company to see what the product
can do and answering questions employees might have.
Displays
In some cases, hands-on training is most effective for employee
comprehension. When a new employee is being trained on a complicated piece of
equipment, it is more effective to show the employee how the equipment works
firsthand than giving the employee books or manuals to read. Using product
displays can also be an effective way for a company to show staff members the
differences between their products and those of the competition.
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When you are presenting, avoid looking at the projected image and the
transparency on the projector. It is a good idea to print out your slides on
paper to keep with your notes so you can refer to them while you are
speaking.
If you want to draw attention to a point on an OHT, put a pen on top of it
and leave it pointing at the point you want to draw attention to. Don't
point with your finger because you will have to look at the projector while
you do so.
If you want the audience to read longer texts on OHTs (e.g. quotations or
tables of figures) give them time to do so. There is no point in putting an
OHT on the projector if the audience does not have time to read it.
Make sure you explain the content and purpose of each OHT.
The main rule is to use OHTs to support your talk. Don't let them dominate it.
OHTs and Handouts
Some speakers give handouts for the audience to read while they are talking.
The advantage of OHTs over handouts is that they focus attention on you and your
talk. If you want to give a handout, it is often a good idea to wait u ntil the end of
the presentation before distributing it. Often members of the audience want to note
down points from your OHTs. This can distract them from following the
presentation, so it is a good idea to distribute information that the audience will
want to note down on handout. As soon as someone starts taking notes, tell the
audience that they do not need to do so because they will get the information on the
handout.
Advantages of Overhead Projectors
Face to face contact with audience
o Time to make eye contact
o Can pick up verbal and nonverbal cues to understanding
Projector located in front of room and near speaker for easy access
Can be used to focus audience's attention
o On to focus attention on visual material
o Off to focus attention on speaker
Effective in a fully–lighted room; audience can follow handouts or take notes
Ability to modify transparencies during presentations
o Highlighting important points with transparency pen
o Writing on blank acetate film like a chalk board
Sequence of material can be modified during presentation
o Accommodates audience questions or interest
o Can abbreviate or extend sections of presentation
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Unframed transparencies are store and transport; easily fit in file folder
Overlays can be used to simplify complex information into layers
Short lead time (minutes) for preparation of transparencies
Low cost of transparency material
Disadvantages of Overhead Projectors
Continuous tone colour transparencies are costly
Overhead projector is bulky and heavy to transport
Framed transparencies are bulky and difficult to store
Pages from books cannot be used effectively without modification since text
will usually be too small for audience to read.
Overhead projection is perceived as being "less professional" than slides in a
formal setting.
Presentation Techniques for Overhead Projectors
Use ON – OFF switch to focus attention
ON to focus attention on visual
OFF to focus attention on speaker
Turn the projector off when you're not using it for extended periods of time
to reduce distraction for audience.
"Chalk boarding"
Use projector stage like a chalkboard
o Acetate sheet or roll
o Water soluble transparency pen
Notes for presentation can be:
o Projected with presentation
o Added in conjunction with presentation
o Revealed one point at a time
Points in group discussions can be:
o Listed to verify communication
o Used to focus further discussion
Charts, grids, illustrations can be:
o Prepared in skeleton form prior to presentation
o Modified, filled in labelled, etc. during presentation
Pointing for emphasis
o Concentrate attention on message being covered
o Use opaque shapes like pens, coins, arrows, etc.
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Highlighting
o Use pen of different colour from original. (Be sure to use water–soluble
pen if you need to re–use the original transparency.)
o Use underline, circle, arrow, check, bullet, star, etc. as emphasis codes
for your audience
Progressive disclosure with opaque cover
o Reveal topics one point at a time
o Direct attention to point being covered
o Prevent distraction
Overlays
o Simplify complex concepts
o One part of complex whole can be presented at a time
o Parts can be joined as a whole
16.3.8. POWER POINT SLIDE PRESENTATIONS
A PowerPoint presentation is the best way to handle information and data as it
incorporates key ideas and helps track and prompt your memory. It also boosts
your confidence because you need not memorise the contents. You feel confident
since all the points are there with you and there is no choice of forgetting a few
points and groping for the content before the audience. It allows for constant
interaction with the audience and instant feedback, leaving room for adjustment.
General Tips
Develop the presentation around two or three main messages: These
messages should summarize the essence of what you want the audience to
remember. You can have many text and graphic slides that explain each
message, but the audience will follow the presentation better if they have a
simple structure for listening.
Remember the KISS rule: Keep It Short and Simple. Your slides should
include the key points only, with one idea per slide. A good rule of thumb is
to have about one slide per minute. A 15- to 20-minute presentation would
have about 20 slides maximum.
Provide clear explanations of all technical terms: Inserting a text slide to
define a term is one way of helping the audience better understand technical
concepts.
Avoid using complete sentences: Instead, use short phrases that capture the
important points. The only exception is the use of quotations, which can be
cited in their entirety.
Follow the “6 x 6” rule: Use about six words per line, six lines per slide
(excluding the title).
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Always use a font large enough to be seen by all audience members: Use 32- to
44-point for titles and no smaller than 28-point for the text or bulleted items.
Avoid overuse of special effects such as animation and sounds may
negatively impact your credibility.
Avoid the use of flashy transitions: These features may seem impressive at
first, but are distracting and get old quickly.
Keep the visuals unified on one thought or idea.
Keep a consistent look throughout your presentation. Use the same font, size,
color, and capitalization format.
Use short, strong statements. Open each bulleted point with a noun or verb
in active voice, maintaining the same structure on each slide.
Make hyperlink to web material if warranted as a supplement.
Tips on Graphics
Use simple graphs to communicate findings: If too much information is
presented, very little will be remembered.
Always use data label: Keep labels horizontal so that they can be easily read
by your audience members.
Use a maximum of six slices when creating pie charts. If you wish to
highlight one slice, place it on the upper right side. You can also pull out the
slice you want to highlight.
Use a maximum of three to four lines when creating line charts, making the
trend lines thick for easy visibility.
Remove all superfluous gridlines from your graph so that there is nothing
distracting the audience from your message.
Always cite the data source and place it beneath your graph
Use two-dimensional graphs so that information is not distorted and bar
levels can be read easily. The one exception to this rule is pie charts, which
are more effective in three dimensions.
Avoid border areas; maintain enough “white space” on your slides to ensure
that the graphics or text are easy to read.
Always label your y-axis unless it is stated in the graph heading: To keep the
heading from becoming cumbersome, detai ls on the data can be written in a
subheading or y-axis label in a smaller (but readable) font.
Adding photos to a data presentation can enhance audience comprehension
and interest. Photos also help put a “human face” on the numbers.
Whenever possible, position the legend so that the text is parallel to the
bars. For vertical side-by-side bars, place the legend on the bottom. For
stacked bars, place the legend on the right. (The reverse would be true for
orizontal bars).
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16.6. SUMMARY
Visual communication is an important ingredient in the oral presentations.
Several gadgets are available to support the visual presentation. Audiovisual
presentation using videotapes and projectors add more value to the presentation.
The visual aids and audio visual aids mentioned above provide best support
mechanism for the speaker to make an effective presentation.
16.7. TERMINAL EXERCISES
1) ____________________ is the process of communicating through pictures,
photographs
2) Visuals attract and hold the attention of the ____________________.
3) The ___________________ of the presentation covers the main idea of the
presentation.
4) The audience could understand the messages better through visuals than
through ____________________
16.8. SUPPLEMENTARY MATERIALS
1) The Importance of Creating Effective Visual Aids in the Workplace
2) http://www.prb.org/pdf/connectingpeoplesect3.pdf
3) http://www.ehow.com/info_8159750_types-visual-communications.html
4) Four Effective Styles of Communication in the Workplace
16.9. ASSIGNMENTS
1) Discuss the advantages and challenges in visual communications
2) Discuss the various visual aids used for effective communication.
3) Develop guidelines for making effective presentation using PowerPoint slides.
16.10. SUGGESTED READING/REFERENCE BOOKS/SET BOOKS
1) Krishna Mohan and Meera Banerji (2009), Developing Communication Skills,
2nd Edition, MacMillan Publishers India Ltd., New Delhi.
2) Siddons Suzy (2000), Presentation Skills, University Press.
3) Neera Jain and Shoma Mukherji (2012), Effective Business Communication,
Tata McGraw Hill Education Pvt Ltd., New Delhi.
16.11. LEARNING ACTIVITIES
Listen to speakers at two different venues and occasions. Write a comparative
report on their styles and tools used.
16.12. KEY WORDS
Graphic designing
Visual aids
Multimedia
Over head transparencies
Powerpoint presentations
Videotapes
Organisational charts
Flow charts.
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UNIT – V
LESSON – 17
WRITTEN COMMUNICATION – BUSINESS LETTERS
17.1. INTRODUCTION
Written communication has great significance in today’s business world. It is
an innovative activity of the mind. Effective written communication is essential for
preparing worthy promotional materials for business development. Business
Correspondence is an instrument of decision making in the business world. It is the
link between people and its significance has increased with growing changes in the
modern world. Written communication is an important segment of communication
in business. The business people send numerous communications in various
formats to variety of audiences. In this global business environment, in the
computerized communication era, a clear vision about written communication is
essential for reaching out the audience.
Everyday business dealings and the ordinary activities of business world
would not be possible without effective written communication. Effective writing
involves careful choice of words, their organization in correct order in sentences
formation as well as cohesive composition of sentences.
The invention of pictographs or the first written communication in the ancient
world gave us written communication. These writings were on stone and remained
immobile.
The invention of paper, papyrus, and wax, culminating in the invention of the
printing press in the 15th century, made possible transfer of documents from one
place to another, allowing for uniformity of languages over long distances.
Speech Vs. Writing
Though speech came first, writing is considered more unique and formal than
speech. Also, writing is more valid and reliable than speech. But while speech is
spontaneous, writing causes delay and takes time as feedback is not immediate.
Managers and leaders must express their ideas clearly, concisely, and
completely when speaking and writing. If the written messages aren't clear or lack
important details, people will be confused and will not know how to respond. In
addition, if the written messages are too lengthy people simply don’t read them.
17.2. OBJECTIVES
After reading and studying this lesson you would be able to
Understand the process of writing
To know the form and structure of a business letter
To recognize the different types of letters and the various letter formats
To understand the importance of written communication
17.3. CONTENTS
17.3.1. Forms of Written Communication
17.3.2. Advantages of Written Communication
17.3.3. Disadvantages of Written Communication
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benefit of the consumers. Nokia users’ guide contain General information like keys,
mode of operation, SIM card insertion procedure, battering changing operation,
switch off and on, basic functions, menu operations, battery operation,
maintenance, safety information and information on accessories. Global business
operators make the manual multilingual. There are different kinds of manuals like
(i) technical manual (ii) laboratory manual (iii) procedure manual (iv) service
manual (v) user’ manual and (vi) Instructor’s manual
Research Papers
A research paper is a structured document on the research work for reporting or
disseminating the new thoughts and processes. The Chicago manual of style or MLA
style manual, Guide to scholarly publishing and Publication manual of the American
Psychological Association can be followed in deciding the style of presentation. The
research papers must present a new idea, innovation or invention in procedures,
system or products or service and the compilation of data is not research.
Technical Proposals
The technical proposals are offers given by technical experts for solving a
technical problem. It is well documented report on the feasibility of implementing
an idea along with the cost estimate and cost benefit analysis. It contains statement
of the problem, background information, scope and objectives, details of the
proposal, cost estimate, evaluation from various angles and conclusion. The style of
the report is direct, unambiguous, structured envisioning about the need for
solving the problem and its impact in terms of efficiency, effectiveness, financial
gains and other benefits.
Articles
Articles are scientific, technical, and social or research papers published in
reputed journals. These contributions enable problem solving, decision making
functions and add new dimensions to the domain of knowledge. Articles are
evaluated on the basis of its usability of the same in the operation of the
organization. Most of the leading journals screen the articles by blind review
method. In case some modifications are suggested by the reviewers, it may be
communicated to the author for rewriting or revising the article.
Literary Criticism
The literature is used in business for softening the attitude of the buyer and
for opening remarks. The critical evaluation will add capability in negotiations. It
will reduce the stress and tension in business situations. Business people read
such criticism for enhancing their lateral thinking.
Review
The review is usually done by an expert in that domain. The reviewer read the
book thoroughly, appreciates the views, criticize as a reader, and evaluate it from
the practical user’s point of view. Harvard Business review present one book review
in every issue. For example in a review written on “Leading Minds; An anatomy of
Leadership by Howard Gardner” the review expert warren Bennis quotes–Gardener
avoids the false dichotomies that mar much of contemporary literature about
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leadership–He shows us that leaders are often both pragmatists and idealists–
Leadership is always a transaction between the leader, the followers and the goal or
dream. The evaluation of the presentation, appreciation of conceptual clarity, style
of presentation, the level to which it is attuned to the present literature in the
market in that domain are analyzed and concluded with uncomplicated comments
on the utility value of the book or article.
Advertisement Copy
Copywriting in advertising is the process of creating an idea though divergent
thinking. Copy is the text of an advertisement that is a powerful description of an
idea comprising of words that are twist, pun or punch for persuading, influ encing,
reminding cajole, appealing or for impressing the potential buyer.
Brochure
The Brochure is the information sheet in the form of booklet or leaflet or
pamphlet used in marketing to reduce the oral communication efforts of
salespersons. The product description, its salient features, technical details, etc.,
are printed in a concise form and handed over to the potential customer for
inducing him to take a purchase decision.
Business Reports
Business reports contain analysis of critical factors and i ssues, development of
a clear statement of a problem, present key information and provide solution,
suggestion and recommendations. Reports are generated for monitoring and
controlling activities and for implementing new policies, procedures, rules,
regulations and system. In case Government enacts new norms for environmental
safety or for ecological balance, the units are asked to comply with those norms. At
times the functioning of the operations may be evaluated and steps are taken for
increasing productivity are undertaken and for that purpose experts may generate
reports.
E-mail
E-mail messages contain a header and body. Write the message in a way we
say in spoken words. Always compose the messages off the line. With the help of
MIME (Multipurpose Internet Mail Extension) large volume of messages can be
transmitted. Large volume of attachments can be sent. Just by apply reply button
the address and other information can be typed and thereby save time.
Websites
The creation of website enables global dissemination of information,
collaborative action like sharing data is possible. In the decade of E–Business,
getting orders, supply for online ordering e –payments, logistics management is
done with the information presented in websites. The trade association s share the
information about the business environment in different countries. Websites are
useful in acting as an advertisement medium and web– polls are conducted for
understanding the consumer attitude towards the product, their brand switching
behaviour and other factors that influence the volume of sales of products.
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Others
Other written communication forms like bulletins, handouts, newsletters are
used for sending required messages or information to the employees or to a closely
knit group. In advertising different written communication forms are used for
arresting the attention of the audience.
17.3.2. ADVANTAGES OF WRITTEN COMMUNICATION
Written communication helps in laying down apparent principles, policies
and rules for running of an organization.
It is a permanent means of communication. Thus, it is useful where record
maintenance is required.
It assists in proper delegation of responsibilities. While in case of oral
communication, it is impossible to fix and delegate responsibilities on the
grounds of speech as it can be taken back by the speaker or he may refuse
to acknowledge.
Written communication is more precise and explicit.
Effective written communication develops and enhances an organization’s
image.
It provides ready records and references.
Legal defenses can depend upon written communication as it provides valid
records.
17.3.3. DISADVANTAGES OF WRITTEN COMMUNICATION
Written communication does not save upon the costs. It costs huge in terms
of stationery and the manpower employed in writing/typing and delivering
letters.
Also, if the receivers of the written message are separated by distance and if
they need to clear their doubts, the response is not spontaneous.
Written communication is time-consuming as the feedback is not immediate.
The encoding and sending of message takes time.
Effective written communication requires great skills and competencies in
language and vocabulary use. Poor writing skills and quality have a negative
impact on organization’s reputation.
Too much paper work and e-mails burden is involved.
17.3.4. IMPORTANCE OF EFFECTIVE WRITING
Effective writing is not simply a way of conveying information through a
combination of grammatically correct sentences but also a way of presenting ideas
in such a way that makes comprehension easy. To be really effective, good business
writing should help turn the reader’s focus on the idea being communicated rather
than the words or the author of the words. Thus, care should be taken by the writer
not to draw attention on oneself. Writing with grace and impact requires a careful
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and conscious effort. Such writing is often a product of training, practice and
experience.
Business Writing Differs from Creative Writing
Creative writing is an expression of the self, presented in the form of fiction,
drama, essays and poetry. The writers interpret the reality in their own subjective
way and present their own perceived version of the reality to the reader. Since they
are not expected to define truth or present reality viewed with objective lenses, they
can take liberty with the form and make experiments with the style. As a writer,
you may be passionate, humorous, witty or critical. The focus is on the writer and
the reader may appreciate or reject the idea. These characteristics almost ne ver
occur in business writing.
Business writing is direct, to the point and precise. It follows the established
format to stay within boundaries and conveys the message briefly. Any business
writing starts with understanding the purpose. It involves understanding your
audience, analyzing the situation and then determining how to address it. The
underlying purpose of most business writing is establishing or enhancing good
relationships irrespective of whether you are writing to internal audience or
external one. For this, you structure the information in such a way that the receiver
is always kept in mind. In documents such as business letter, a memo or an email,
the key components are to connect with the reader, relate the main points and then
clarify the action the recipient and writer may take.
In business report and proposal writing keeping in mind the receiver’s
requirement, you start with a problem statement, develop a hypothesis, work on
secondary data to support your arguments, collect primary data to analyze the
problem and make recommendations to seek solution to the problem.
17.3.5. BUSINESS LETTER WRITING
A business letter is a formal written message written in a conventional form for
a specific audience to meet a specific need. It is also a form of dialogue, where the
writer wants to say something and expects a response to the message. However it is
more structured as it follows a set pattern in form and style.
The process of good writing involves three basic steps - preparing, writing, and
editing.
Bovee advocates a three step writing process. He advocates the aim of effective
business writing is to convey your business ideas rather than exhibiting your
literary talents. He says the message must be purposeful, audience centered and
concise. The three step writing process is explained in the following few paragraphs.
Planning the Message
The progression of message development comprise of few stages. The first and
the foremost job is to know the purpose for which we communicate. The message
may be routine, good news, bad news or a good will message or greetings. The
second stage is to understand audience, their fame of mind, expectations and the
possible reaction of them to our message. The third one is to gather the required
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information or facts. The fourth stage is to analyze and transform the information
into message to suit the audience. The fifth stage is identifying the format in which
it needs to be presented if it is likely to be presented in the written form. The final
stage is to interlace it with positive and polite words for maintaining the long term
contact and get repeat orders.
Writing the Message
The second step is to write the message in the appropriate form. The ideas,
facts, information and data are to be compiled in a concise form i n a coherent
manner. Open the format with a clear statement on the main idea, provide details
about it in a logical sequence and conclude it with a cordial close. The global
managers understand the complication in terms of communicating the same to
different organizations in various countries with dissimilar cultural habits and
behavioural patterns and psychographic profile. This phenomenon calls for
simplicity in the writing part and use of popular words rather than occasionally
used hackneyed phrases.
Completing the Message
Though Bovee believes in compile the message, revise, produce and proof read
them to attain perfection, the author opines that the skill of producing perfect
message in one shot must be acquired in this fast changing world instead of
repeating exercise except in certain cases where the written message is prepared for
special occasion. The readability can be ensured by deciding the font, font size and
style of presentation. The print quality, alignment and insertion of photos or
graphic presentations will enrich the quality of written message.
17.3.6. FORM AND STRUCTURE OF THE LETTER
While writing a business letter, attention must be paid to build the parts of a
business letter and to the choice of format. As a letter with a poor and loose
structure cannot get the attention that it may seek correct format and standard
writing convention should be followed while designing the letter. In order to ensure
clarity of presentation, the letter should be divided into sections and sub-sections
each with a clear purpose and place in the body of the letter.
Parts of a Business Letter
A business letter includes ten elements that is sender’s address, date,
reference, inside address, subject, salutation, body, complimentary close,
signature, and enclosures.
Senders Address
The writer’s address should be put in the top right hand corner. The street
address, city pin code, telephone, fax, and email address should be mentioned. The
writer should not include his/her name or tile, as it is included in the letter closing.
If a printed letterhead is used the address should not be written again.
Date
The date line is use to indicate the date the letter was written. The month, day
and year should be written two inches from the top of the page.
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Reference
This is an optional element and may be placed below the dateline. The writer’s
reference number as well as the reference number of the recipient should be
mentioned (your Reference /our reference).
Inside address
The inside address is the receiver address include a personal title such as Ms.
Mrs. Mr. or Dr. The inside address begins one inch below the date. It should be left
justified, no matter which format is used.
Subject
This is also an optional element it may be place either before or below the
salutation. The topic of the letter should be written in phrase form.
Salutation
As salutation is a greeting used to address the receiver of the letter, it should
be, as that used it the inside address, including the personal title. Use the personal
title and the surname should be followed by a comma or colon, formal parses such
as “Dear sir/Dear madam/ Dear consumer” may also be used if the name of the
recipient is not known.
Body
As the body of a business letter contain the message of the letter, it must be
organised carefully. It should be divided into three distinct parts, that is, the
opening segment, the middle segment, the closing segment. In the first segment,
which may consist of one or more than one paragraph, a friendly opening can be
made and then a statement of the main point. The purpose of a business letter is
generally found in the opening segment. The middle segment is the part in which all
the details that support the main points are included. It may begin justifying the
importance of the main point, and the next few paragraphs may contain more
information and supporting details. The closing segment of a letter usually restates
the purpose of the letter and states what action the writer wants the reader to take.
Complimentary close
The complimentary close begins one line after the last body paragraph. The first
word should be capitalised and four lines should be left between the closing and
sender’s name for a signature. The complimentary close can be very formal (sincerely
/respectfully) or somewhat less formal (yours sincerely/yours truly/best regards).
Signature
The signature contains the writers name and the title and, in some cases, the
name of the organisation or company.
Enclosures
This is an optional element, which may be included in the letter. If any documents
are enclosed along with the letter, they should be listed at the end of the letter.
Additional elements such as those mentioned below may be included.
Addressee notation
Attention Line
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Reference
Copy notation
Mailing Notation
Postscript
Mobile/Landline Number
17.3.7. BUSINESS LETTER FORMATS
There are four popular styles of business letter formatting, that is block,
modified block, semi-block and simplified. Although any of them may be used
according to the writer’s convenience and the need of the reader, consistency
should be maintained and styles should not be mixed.
Block format
The block style is a popular letter format as it is very simple and easy to use.
In this style all parts of a letter that is, date time, line inside address, salu tations,
body and so on, begin and left. The paragraphs are not indented. It is better not to
justify line ending.
Modified Block format
The modified block format is a modified version of the block style. In this style
the date line the complimentary close and the signature block begin at the centre of
the pages to align with the closing lines. The paragraphs are not indented and the
line ending are unjustified.
Semi Block Format
The semi block style is similar to the modified block format expect that eac h
paragraph is indented. The line endings are unjustified.
Simplified Format
The simplified format resembles the block style except that the salutation and
complementary close are omitted. It may also include a subject line in capital
letters. This informal style of formatting is gaining popularity.
Style and Tone
Good business letters are characterised by appropriate style and tone. An
effective style involves clear content, courtesy and consideration, conciseness,
correct tone and correct attitude. In short, the five Cs of business letters should
always be remembered.
Clarity
A clearly written letter is one that is immediately understood by the reader. In
order to be clear simple, familiar and specific work and expressions and clear
references should be used. Vague and unclear words and expressions should be
avoided it is important that the message is simple and clear so that the readers are
able to understand and respond to it accordingly. In addition, short sentences and
paragraphs should be used and the letter should separate ideas into paragraphs
and guide the render through the ideas with appropriate linkers and connectives.
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Courtesy
A good business letter must be courteous as the basic principle of business
interaction is mental understanding and respect. The letter must reflect courtesy
and consideration s the reader is under no obligation to do what the writer
requests. Positive and encouraging phrases should be used and irritating phrases
and expression should be avoided. Moreover it is important to try to build goodwill
by using goodwill expressions that might help establish a long term business
relationship.
Conciseness
Business letters should be concise and direct. The writer has to ensure that
the letter makes it point in the fewest words possible. Unnecessary words, wordy
expression, empty words, wordy compound preparations, repetitions and
redundancies must be avoided. In order to attain exact correspondence between
the message and ones written expression words should be used appropriately.
Moreover direct language should be used in order to avoid misunderstanding and
confusion. Indirect expression, rhetoric, ornamentation, or exaggeration should be
avoided.
Correct tone
Tone in a business letter refers to the manner or mood of expressi on. It helps
establish the relationship that the writer wishes to establish with the reader. A
change of tone leads to a change in the emotional effect of an expression, for
example, the sentence”Your application for the post of Assistant Manager has been
received” will have a dull effect on the reader due to its tactless tone while the
revised statement “Thank for your application for the post of Assistant Manager”
will have appositive effect on the reader due to its tactful tone. It is important to
use a tone appropriate to the situation in order to adopt ones expression to the
demands of the situation and the needs of the readers .,a tactless or negative tone
can lead to misunderstanding , resulting in a negative response from the readers
therefore the tone should be formal tactful personal and positive . Moreover a
conversational tone gives a personal touch to letters.
Correct attitude
Attitude in a business letter refers to the reflection of the opinion of the writer
on the reader. Using the correct attitude involves proper understanding of the role
of positive thinking in business interaction. The writer has to analyse the
communicative context. The following guidelines can help in using correct attitude
in business letters.
In order to establish goodwill and a positive always use and long term
relationship with the reader avoid a poor and negative attitude and a positive
attitude. This is more important in bad news letters, rejection, refusal, denials, and
complaints. Tailor the letter to the needs of the reader.
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Closing : Mention timeperiod for delivery and mode of payment; close with an
expression of appreciation and goodwill
Instruction Letters
A letter of instruction is a simple routine letter that consists of directions for
the reader. A letter of instruction shoul d be organized into three parts:
Opening : Purpose and instruction/instructions
Body : Details
Closing : Focus on action and courteous close
Letters Urging Action
Letters urging action are persuasive messages that urge the readers to do what
the writer wants. Motivating someone to do what we want is not simple. it needs a
tactful beginning, a reasonable approach and well -presented argument. A tactful
beginning can gain the reader’s attention while a reasonable le approach is required
to convince the audience that a request/project/proposal is worthy. A well -
presented argument is essential to motivate the reader to act. A letter urging action
may be organized into:
Opening : Gain reader’s attention
Body : Details that build reader’s interest and reduc es resistance
Closing : Motivate the action
Compliant and Adjustment Letters
Complaint Letter
A compliant letter is an expression of dissatisfaction the writer complaints
about something that is wrong, that is a defective product, bad service,
misbehavior, mistaken billing, guarantee/warranty problem, and so on. As anger
can spoil a business message, complaint letter should not vent anger. They should
be logical and persuasive based on solid facts and not on personal opinions or
emotions.
As the basic a objective of every complaint letter is to motivate change,
persuasive language has to be used. The key elements in a complaint letter are (1)
mentioning the purpose of the letter. (2) explanting what happened. (3) Convincing
the reader that your compliant is genuine and (4) motivating the reader to act.
Adjustment Letter
An adjustment letter is an attempt to satisfy and aggrieved customer, who has
the potential to damage the goodwill of the company in the market. In order to save
the reputation of the company, the letter writer has to express clear understanding
of the problem conveyed by the customer and offer reasonable solutions. The key
elements in adjustment letter are (1) appreciation and understanding. (2) Apology
and explanation. (3) Investigation and action and (4) expression of goodwill.
In today’s competitive world, a good writing must engage a reader. Whether it
is a proposal or a resume, the reader must feel involved in the write -up.
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LESSON – 18
Conciseness: Concise and direct memos are more effective, A memo should
contain only essential information. Unnecessary explanation, repetitions, wordy
expression, and exaggeration must be avoi ded in order to ensure that the memo
make its point with the fewest words possible.
Unity of Theme: A Memo, which does not have unity of theme, distracts the
reader and ceases to be purposeful. An important way of ensuring unity in a memo
is to make sure that deals with only one topic..A single topic is developed, and
related ideas are subordinated. Focusing on a single topic helps the writer unfold
the theme logically.
Informal tone: Although a memo is a formal business document its tone is
usually informal and conversational. As the writer is likely too familiar with the
reader, personal tone may be used in memos. A very formal tone might sound
intimidating.
18.3.3. FORM AND STRUCTURE OF MEMOS
Writing memos is a professional activity that demands efforts and sincerity. In
order to write a memo that works, the correct format should be used and standard
writing conventions followed. The memo should be divided into four segments to
organise the information and to help achieve its purpose.
Parts of Memo
Standards memos contain four parts (1) Heading, (2) Opening, (3) Body and (4)
closing.
Heading
The heading segment a memo includes four elements that is, due the receipts
name, and designation, the senders name and designation, and the subject.
Date : (Complete and current)
As the date line is used to indicate the date the memo was written, it should
include the current date mentioning the month, day and year. The date given
should be placed two inches from the top of the page.
To : (Name and Designation of the Receipt)
From : (Name and Designation of the Sender)
Some experts suggest that it is enough if the designation of the receipt and
sender are mentioned against TO and FROM in layout. However, the sender may
also mention his/her name and the name of the recipient, but care should be taken
to address the render by her/his correct name.
Subject : (Topic of the Memo)
The subject line should mention the topic of the memo. In long memos, it may
included the summary of the central idea of the memo. A complete sentence
should not be used for the subject line. It should be written in a phrase form.
Opening
Most memos begin with short paragraph describing the problem that led to the
need for the memo and the basic ‘purpose’ of the memo. The opening segme nt
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thus, mentions the central idea which may include the context, the specific
assignment of task, and the purpose of the memo. These aspects are encapsulated
in works CAP/C for context. As for assignment P for purpose) while the context is
the circumstance, or background of the problem, the assignment describes the
efforts to solve the problem. The purpose gives the reason for writing the memo
The opening of memo must answer the following question:
What is the problem?
What led to the need for the memo?
What is the purpose of the memo?
Body
The body of business memo contains the message of the memo. It describe,
explains, and discusses the central idea of the memo and includes all the details
that support the sender’ ideas. It may begin justifying the i mportance of the main
point, and the next few paragraphs may contain more information and supporting
details. The body may also contain brief statement of the key recommendation the
sender has reached. Appropriate graphic: techniques and non verbal data may be
used in order to highlight the main parts of the memo.
Closing
Memos should be closed with a courteous ending, stating what action the
reader is required to take. The sender can tell the readers, how they will benefit
from the desired action. If a problem is being discussed in the memo, it may be
closed by assuming up analysis of the problem and key recommendations. Thus
the closing segment of a routine memo may contain action information seeking
action-oriented response specifying the action that the reader is required to take,
while complex and long memo may also contain a summary for the main ideas
Optional Elements
A few optional elements may be used in memos as per requirements. These
elements include references, attachments, and distribution lists. It may be
necessary to provide references to other memos, letter, notice, circulars, reports
and other documents. The standard practice is the list of the references at the top
of the memo. Attachments provide supporting material for the subject of the memo
and may be included lists, graphs, diagrams pictographs, photograph, tables, and
other sources of data. A lot of attachments may either be given at the top of the
memo or at the end. Distribution list include the name of persons who might be
receiving copies of the memo.
18.3.4. WRITING STRATEGIES OF MEMO
As business memos are systematic attempts to solve problems and stimulate
thinking or action in individuals and groups, a systematic writing plan needs to be
followed. However a memo may have to be written at short notice and there may
not be time for detailed planning. That is why it is important to learn writing
strategies that help in writing effective memos.
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18.3.8. AGENDA
Agenda is an official list of items of business to be transacted at a specific
meeting. An agenda is a list of meeting activities in the order in which they are to
be taken up, by beginning with the call to order and ending with adjournment. It
usually includes one or more specific items of business to be discussed. It may, but
is not required to, include specific times for one or more activities. An agenda may
also be called a docket or schedule.
An effective agenda sets clear expectations for what needs to occur before and
during a meeting. It helps team members prepare, allocates time wisely, quickly
gets everyone on the same topic, and identifies when the discussion is complete. If
problems still occur during the meeting, a well -designed agenda increases the
team’s ability to effectively and quickly address them.
Preparation for a Meeting
An organized meeting needs a well -written agenda. By sticking to a detailed,
yet flexible agenda, the meeting can be kept streamlined and focused, ensuring that
the goal of meeting is achieved in the shortest amount of time.
Agenda provides an outline for the meeting (how long to spend on which
topics). It can be used as a checklist to ensure that all information is covered. It lets
participants know what will be discussed if it's distributed before the meeting. This
gives them an opportunity to come to the meeting prepared for the upcoming
discussions or decisions. It provides a focus for the meeting (the objective of the
meeting must be clearly stated in the agenda). Agenda also helps the Chairman to
control the members from going off the track and to organise the time to be devoted
to individual items.
Thus, Agenda communicates important information such as:
1. Topics for discussion
2. Presenter or discussion leader for each topic
3. Time allotment for each topic
The items of the agenda are arranged in increasing order of importance and
each item bears a number. However, almost every agenda has confirmation of the
minutes of the previous meeting as the first item and any other matter with the
permission of the Chairman as the last item. If there is any matter left over from the
preceding meeting for enquiry and report, it usually appears as the second item of
the agenda.
When the agenda is an annexure to the notice, the following information is
repeated:
Name of the organisation
Date of circulation
Day, date, time and venue of meeting
Signature of the secretary
The following sources might be used for agenda items:
Minutes of the previous meeting
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LESSON – 19
19.3.8. Blogs
19.3.9. VoIP
19.3.10. Social Networking Sites
19.3.11. Online Forums
19.3.12. Online Chat Rooms
19.3.1. INTERNET AS MEDIUM OF COMMUNICATION
Internet has undergone a transformation from primarily a source of market
information to an e–commerce platform; mingle information, transaction, exchange
of ideas and maintaining good customer relationship. It has thrown open new
challenges in the market like creation of virtual organization, creation of new
cartels, developing awareness among the potential buyers, exploiting competitive
advantage factors, ensuring payment, borderless trading and adoption of innovative
strategies. Knowledge products are being developed with the help of information
sourced from Internet. The advantages of Internet in communication domain can be
summarised as follows.
Speed and Accurate Information
Accessibility to information at all times
Ocean of knowledge
Eliminating middlemen in trade
Curtailment of unwanted cost
Bringing variety of entertainment at the doorsteps of consumers
Developing telescoping facilities
Conducting survey at Global level through E–Mail Survey
Speed and Costs
The most significant impact of technology on communication is the spread of
the Internet and the possibility of sending emails and chatting. In the pre -
information technology days, a document often required re -typing on the typewriter
before the final version. Sending the letter across a distance to someone else
required a visit to the post office and a postage stamp. Faster methods such as
telegrams had severe limitations in text and were quite costly.
Computers and the Internet have made the process of creating and editing
documents and applying features such as spell check and grammar check
automatically easy and natural. Email let us send documents to any part of the
globe within seconds, making telegrams and even ordi nary letters mostly obsolete.
The Internet has thus increased the speed of communications manifold, and
reduced the costs drastically.
Quality
The huge amount of knowledge accessible by a click of the mouse has helped
improve the quality of communication. Translating a text from an unfamiliar
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language to a familiar language, seeking out the meaning of an unknown word, and
getting follow-up information on an unfamiliar concept are all possible thanks to
the internet.
Technology allows easy storage and retrie val of communication when needed,
especially verbal communication, the storage of which was very difficult before. It
now becomes easier to rewind and clear misconceptions rather than make
assumptions, or contacting the person again to clear doubt.
Change in Style
The invention of new gadgets such as mobile phones made communication
easier by allowing people to communicate from anywhere. An
underestimated impact of mobile gadgets is the effect they have on the
nature of communication.
The possibility of high quality communication from anywhere in the world to
anywhere else at low costs has led to a marked decline in face -to-face
communications and to an increased reliance on verbal and written
communication over electronic mediums.
The small keyboards on mobile phones and other hand-held devices that
make typing difficult has resulted in a radical shortening of words and
increasing use of symbol and shortcuts, with little or no adherence to
traditional grammatical rules. Such change now finds increasing acceptance
in the business community.
Communication has become concise and short, and the adage “brevity is the
soul of wit” finds widespread implementation, though unintentionally.
Accessibility
The answer to the question of how technology has changed communic ation is
incomplete without a mention of technology's role in the democratization of
communication systems. Technology has brought down the costs of communication
significantly and improved people’s access.
The proliferation of online forums, live coverage of news, and other such
media-related initiatives have resulted in world wide access and participation in
news and information for almost everyone.
In the realm of business, access to communication or privileged information
was hitherto a major source of competitive advantage. Technology helps remove
such barriers and ensure a level playing field in this aspect for the most part.
Nature of Communication
The ease of communication and the spread of interactive communication
methods such as instant messengers and video conferencing have increased the
volume of communications but reduced their average length. People now
communicate whatever comes up instantly, and tend to break up different topics
into different communications.
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Firefox. It popularity can be understood by the fact that nearly everyone, beyond
age, race, cast, color or creed becomes it’s under by simply having an access to
computer with an internet connection.
One can find any type of information on individual, product service or the help
of Telenet, one can access directories, library databases and data files of many
government and private systems organization and agencies. On-line files like full
text copies of classical texts, books, research papers and news articles make
reading and writing an interesting experience. Many other advantages make
internet a very popular and effective medium of the following.
Networking, with the help of many news groups, these allow real
synchronous communication through ‘forums’, bulletin boards’ and ‘chat
rooms’
Entertainment. Including video games, music, movies, chat room, and
news, accessible through the internet.
Commercial business transaction, which allows buying and selling of
products through e-commerce
Job searching, online banking, buying movie tickets, hotel reservations and
a variety of other consultation services.
Intranet is an internal or private computer network that is accessable only to
people within an organization, company or educational institution for the purpose
of sharing information within that the particular organization. Outsiders cannot
access the intranet, intranets are not connected in any way to the internet, and
instead they are company networks that link employees to their PCs. Intranet used
the same tools, such as browsers like Netscape navigator and standards that people
use in the Net.
The intranet is great tool that many be used to get message across the staff
members, to share and view information within the company employees can be
send e-mail and collaborate as groups. It and procedures can be stored and made
available to the employees. Employees can have access to the most advanced
information like manuals, sales data and product information in the form of
electronic documents. Information can be modified, updated and changed
immediately. Interactive idea sharing and brainstorming session can be held.
An extranet is similar to an intranet but is made accessible to only selected
external parties, such as business partner, suppliers, and key costumers.
Company information can be analyzed at periodic intervals and made available to
all approved members. It can be help in improving relationship with main or
potential customers by giving them access to correct, precise and efficient
information. It can also save a lot of meeting time and cut cost on organization
conferences.
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a fast pace, all of it cannot be properly absorbed by the managers and employees.
The speed of transmission may even later the structure of the message can even be
modified as duplication is not difficult.
As e-mail is sent is in the form of data packets via computer network. These
data packets have to pass through a number of routers (a computer device used for
forwarding packets in the computer network) and computers before it reaches its
destination. So tampering cannot be ruled out and privacy of data is an issue.
While the data packets are transferred from one computer system to another. They
can be lost when one router transfers it to another. if the router is bombarded with
more number of data packets than its carrying capacity, the receiver c an experience
a delay in receiving it.
19.3.5. CHALLENGES OF VIRUTUAL COMMUNICATION ACROSS CULTURES
International business is highly facilitated through virtual communication as it
enables people from different cultural backgrounds to come together and offer
diverse perspective and opinion without spending time and money on travel,.
However as virtual communication prevents sharing of non -verbal gestures and
expressions, which in many cultures is a major part of the communication process.
It is also a challenge
Low context communicators who rely on the meaning of words, such as North
Americans, are likely to find it difficult to communicate virtually with high context
communication, like Indians, who will tend to deliver part of their messages with
silence or non-verbal signs. In this particular case, the virtual method of
communication itself becomes an obstacle. Video conferencing may provide a way
out as it helps to put a face to the name. Dedicated virtual chat rooms on the
corporate intranet can give people the opportunity to have more informal
conversations.
19.3.6. VIRTUAL COMMUNICATION TECHNOLOGIES FOR INFORMAL CONTEXT
Instant messaging, blogging and communicating through social networking
sites are the virtual communication technologies for informal context.
19.3.7. INSTANT MESSAGING (IM) OR TEXT MESSAGING
Instant messaging or IM uses Internet technology to send and receive real time
messages to another invited Internet user, your friend or co-worker. It is mostly a
text based service, where one person types a message and the other person
immediately sees it pop up in their IM (Instant Message) window. It is a much faster
and simpler way to communicate than using email. The way it works is very similar
to email, because both IM and Email client software need to connect to a server in
order to work. IM differs from email in that conversations occur instantly, each
party viewing the typed text immediately and that no downloads are required.
Groups can also be set up so that a number of people can chat to each other
whilst online. Each person must have an 'Instant Messaging' (IM) client open on
their computer. Since instant messaging allows users to communicate in real time,
users can respond quickly to questions or comments or send notes back and forth
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to an online friend. Instant messaging in a great way to stay in touch with family
members and friend while providing with additional features such as sharing links
and files, sending and viewing videos and images.
Many corporate users have IM available on their work computers to enable
them connect with colleagues, to ask and answer questions of their team members
and to share their documents. However some organizations have strict rule against
individual installing IM on their own, because of security reasons since corporate
installed IM contains required security features. Many companies have also
adopted policies against excessive or non business use of IM.
While IM is conducted on computer, text messaging is conducted via mobile
phones using abbreviated SMS language to save time and effort. SMSes may be
sent either from one point to another point, or maybe sent to all devices within a
specific geographical region.
Applications of Instant Messaging
The Instant Messaging service finds its applicati on in many areas that include:
Business
This kind of service is used by business people to help keep in touch whilst on
the move. Imagine a work colleague is at the airport waiting for a plane connection,
they can use Instant Messaging to 'talk' to colleagues in the office - it is a good way
to keep on working (and avoid the sheer boredom of waiting for a plane!) despite
being away from the office.
Customer Support
Many online services have a web site that also has a 'chat' facility. This allows
you to make contact in real-time with a customer support assistant. For example,
you may be having a problem filling out the online order form, so you click on the
'chat' and up pops a window where you can ask a question to staff.
Home
It is also used at home. For example, you are online doing your usual stuff on
the Internet, but you have an IM window open because friends and family are also
online. You chat whilst each of you are online.
Online Gaming
Another common use of IM is with online gaming. The gamers fires up their IM
client and joins the group to chat about tactics and so on.
Pros and Cons of Instant Messaging
Advantages Disadvantages
Allows you to chat in 'real time' to As it is immediate, you have no time to reflect on the
other people who also have an IM message you are sending, unlike an email where
client. you can review the draft before sending.
IM allows you to get on with other In order to provide a free service, the IM providers
things and yet be in touch real time send adverts and popup windows to each person. If
with connected friends and you want to avoid this, you need to pay for a
colleagues 'premium' service.
Useful for customer support contact Unless you set up your IM client carefully, anyone
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instead of having to phone a can send you a message - not always a good thing.
support line.
19.3.8. BLOGS
A blog is a discussion or informational site published on the World Wide Web.
Previously, knowledge of such technologies such as HTML and FTP had been
required to publish content on the Web. In late 1990s, the emergence and growth of
blogs coincided with the advent of web publishing tools that facilitated the posting
of content by non-technical users. Blog can also be used as a verb, meaning to
maintain or add content to a blog.
A typical blog has a main page and nothing else. On the main page, there is a
set of entries. Each entry is a little text blurb that may contain embedded links out
to other sites, news stories, etc. When the author adds a new entry, it goes at the
top, pushing all the older entries down. This blog also has a right sidebar that
contains additional permanent links to other sites and stories. The author might
update the sidebar weekly or monthly.
Blogs are relatively recent development. Blogs are usually maintained by an
individual with regular entries of commentary, description of events, or other
materials, such as graphics or video. This provide an opportunity for two -way
online communication as this is popular tool for generating interpersonal
communication models and creating new models of social interaction on the
internet. The interactivity of blog platform allows users to express their opinions,
create dialogues and interact with other by networking, making friends,
communicating and exchanging information.
A Blogger’s Code of Ethics
Bloggers should be honest and fair in gathering, reporting and interpreting
information and not indulge in plagiarism. Acknowledge and link to sources
whenever required. Reference to sources enhances the credibility of the blogger.
Make sure that weblog entries, quotations, headlines and all other content do not
misrepresent, oversimplify, distort or present information out of contexts.
Recognize the reporting information could hurt other’s sensibility or be an intrusion
into anyone’s privacy. Make a distinction between advocacy, commentary and
factual information. Even advocacy writing and commentary should not
misrepresent fact or context. Never distort the images or photos without disclosing
what has been changed. Image enhancement is acceptable only for technical clarity.
Website Vs Blogs
A typical Web site has a home page that links to sub-pages within the site. It
usually has a home page, with links to lots of sub-pages that have more details. Most
traditional Web sites follow this format. If the site is small, it is sort of like an online
brochure. If it is large, it is like an electronic encyclopedia. CNN.com is typical of this
genre. The CNN site contains thousands of articles all organized into big categories.
The categories and all the latest stories are accessed from the home page.
Basically, a blog is a lot like an online journal or diary. The author can talk
about anything and everything. Many blogs are full of interesting links that the
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author has found. Blogs often contain stories or little snippets of information that
are interesting to the author. Majority of blogs are interactive that distinguishes
them from other static websites. The blogs allow the visitors to leave comments and
even message each other via GUI widgets on the blogs. In that sense, blogging can
be seen as a form of social networking service. Indeed, bloggers do not on ly produce
content to post on their blogs, but also build social relations with their readers and
other bloggers.
Features of a Blog
The incredible simplicity of blogging is one of the things that makes blogging
so popular. But if text isn't enough for you, many blogging toolsets also allow you to
post photos, video, and audio files. You can even post via your cell phone.
A blog is normally a single page of entries. There may be archives of older
entries, but the "main page" of a blog is all anyone really cares about.
A blog is organized in reverse-chronological order, from most recent entry
to least recent.
A blog is normally public -- the whole world can see it.
The entries in a blog usually come from a single author.
The entries in a blog are usually stream-of-consciousness. There is no
particular order to them. For example, if I see a good link, I can throw it in
my blog. The tools that most bloggers use make it incredibly easy to add
entries to a blog any time they feel like it.
Functions of Blogs
Even though blogs can be completely free -form, many blogs have a focus. For
example, if a blogger is interested in technology, the blogger might go to the
Consumer Electronics Show and post entries of the things he/she sees there. If a
blogger is interested in a certain disease, he/she might post every news article and
every piece of research he/she finds on the disease. If a blogger is interested in
economic issues, he/she might post links to articles that discuss the economy and
then offer commentary on them.
There are people who use their blogs simply as a scrapbook -- a form of online
memory. Whenever the author finds a link or a snippet of information that he/she
wants to remember, it gets posted in the blog. Even if no one else ever looks at it, it
is still useful to the author because the blog is a searchable electronic medium that
the author can access with a Web browser anywhere in the world.
In other words, a blog can be anything the author wants it to be. It consists of
discrete entries or posts typically displayed in reverse chronological order (the most
recent post appears first).
Many blogs provide commentary on a particular subject; others function as
more personal online diaries; others function more as online brand advertising of a
particular individual or company. A typical blog combines text, images, and links to
other blogs, Web pages, and other media related to its topic. The ability of readers
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A Reverse Blog is composed by its users rather than a single blogger. This
system has the characteristics of a blog, and the writing of several authors. These
can be written by several contributing authors on a topic, or opened up for anyone
to write. There is typically some limit to the number of entries to keep it from
operating like a Web Forum.
Edu Blogs
An edublog is a blog created for educational purposes. Edublogs can be used
as instructional resources, in which teachers can post tips, explanations or
samples to help students learn. The use of blogs in the classroom allows both the
teacher and student the ability to edit and add content at any time. The ability for
both the teacher and student to edit content allows for study to take place outside
the classroom environment, since blogs can usually be accessed using the URL of
the blog on any computer. Blogs increase exposure to other students from around
the country or world, while improving writing and communication skills. Teachers
are using blogs as a way to post important information such as homework,
important dates, missed lessons, projects, discussion boards, and other useful
classroom information that is accessible by all. As noted, students can access this
information from home, or from any computer that is connected to the Internet.
There are several uses of edublogs. Some bloggers use their blogs as a learning
journal or a knowledge log to gather relevant information and ideas, and
communicate with other people. Some bloggers use blogs to record their own
personal life, and express emotions or feelings. Some instructors use blogs as an
instructional and assessment tool, and blogs can be used as a task management
tool. Blogs are used to teach individuals about writing for an audience as they can
be made public, and blogging software makes it easier to create content for the Web
without knowing much HTML.
Teachers and parents can also use blogs in order to communicate with one
another. They can be used to post class announcements for parents or providing
schedule reminders. Connecting to a teacher's blog is also a convenient way for
parents to find out daily assignments so that they can monitor their children's
progress and understand classroom expectations.
19.3.9. VoIP
VoIP stands for Voice over Internet Protocol. Voice over IP (VoIP) is a
methodology and group of technologies for the delivery of voice communications
and multimedia sessions over Internet Protocol (IP) networks, such as the Internet.
Other terms commonly associated with VoIP are IP telephony, Internet telephony,
broadband telephony, and broadband phone service.
It is a technology that allows you to make voice calls using a broadband
Internet connection instead of a regular (or analog) phone line. The term Internet
telephony specifically refers to the provisioning of communications services (voice,
fax, SMS, voice-messaging) over the public Internet, rather than via the public
switched telephone network (PSTN). Some VoIP services may only allow you to call
other people using the same service, but others may allow you to call anyone who
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has a telephone number - including local, long distance, mobile, and international
numbers. Also, while some VoIP services only work over your computer or a special
VoIP phone, other services allow you to use a traditional phone connected to a VoIP
adapter.
VoIP services convert your voice i nto a digital signal that travels over the
Internet. If you are calling a regular phone number, the signal is converted to a
regular telephone signal before it reaches the destination. VoIP can allow you to
make a call directly from a computer, a special VoIP phone, or a traditional phone
connected to a special adapter. In addition, wireless "hot spots" in locations such as
airports, parks, and cafes allow you to connect to the Internet and may enable you
to use VoIP service wirelessly. Probably the most well known VoIP service is Skype.
VoIP is available on many smartphones, personal computers, and on Internet
access devices. Calls and SMS text messages may be sent over 3G or Wi -Fi. VoIP is
a revolutionary technology that has the potential to completely rework the world's
phone systems.
19.3.10. SOCIAL NETWORKING SITES
Social networking sites allow individuals to create a profile and formulate a list
of other users with whom they connect and communicate. It functions like an
online community of internet users. This not only allows users to interact among
themselves but increasingly become a medium to maintain and build relationship.
These new social technologies have altered the underlying architecture of social
interaction and information distribution. Social Networking sites vary in their
features and user base. Some have photo-sharing or video-sharing while others
have blogging and instant messaging technology.
The most popular social networking sites are Facebook. MySpace, Twitter,
LinkedIn, Orkut, Classmates.com, Ning, Bebo, HI5.com, Tagged and My Yearbook.
19.3.11. ONLINE FORUMS
This is an internet based method of communication. A forum, which is also
called a 'message board' or 'bulletin board’, allows you to post messages on any
topic the forum owner wants to cover.
Other visitors can read the forum messages. If they wish to reply, they usually need to
have an account with the forum organiser. Forums can also be searched by keyword so
older messages covering a topic can also be found. They are excellent repository of
knowledge.
Forums have been set up to cover almost any topic imaginable, it can be
informal, such as one for home cinema enthusiasts or they can be for professionals
such as a medical forum for doctors.
19.3.12. ONLINE CHAT ROOMS
This is an internet based method of 'real -time' communication. You join an
online chat room to talk with other people that have the same interests as you.
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The way it works is you open an account with the chat room provider and log
in to one of the 'rooms'. There you meet other people and chat to them by typing a
message.
Each message is seen by everyone else in the room. You can also send private
messages to one another, 'pm' as it is called.
Care should be there when using a chat room as you do not really know if the
person you are chatting to is who they say they are. It is better to avoid providing
any personal or location details. Chat rooms can be a fun place to be for informal
conversations and opinions.
19.4. REVISION POINTS
1) Knowledge products are being developed with the help of information sourced
from Internet.
2) Mobile communication allows individuals to converse with one another and/or
transmit and receive data while moving from place to place.
3) International business is highly facilitated through virtu al communication as
it enables people from different cultural backgrounds to come together and
offer diverse perspectives.
4) There are many teacher-related blogs on the internet where teachers can
share information with one another. Teachers familiarize themselves with
edublogs before implementing them with their students.
5) VoIP telephone calls are similar to traditional digital telephony and involve
signaling, channel setup, digitization of the analog voice signals, and
encoding.
19.5. INTEXT QUESTIONS
1) What is Extranet?
2) List any 3 social networking sites.
3) What is an online chat room?
4) Name any two types of blogs.
5) Define Networking.
19.6. SUMMARY
Successfully doing business internationally is now dependent on effective
virtual communication. Virtual communication clearly has many advantages
including increased productivity, reduced business costs and a better work/life
balance of the workforce. However, virtual communication also entails numerous
challenges and obstacles which are often neglected in light of the benefits.
Successfully doing business internationally is now dependent on effective virtual
communication. Instant messaging, blogging and communicating through social
networking sites are the virtual communication technologies for informal context.
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LESSON – 20
CALL is essentially a tool that helps teachers to facilitate the language learning
process. It can be used to reinforce what has already been learned in the classroom
or as a remedial tool to help learners who require additional support.
20.3.2. ADVANTAGES OF CALL
Research and practice suggest that, appropriately implemented, network -
based technology can contribute significantly to:
Experiential Learning
The World Wide Web makes it possible for students to tackle a huge amount of
human experience. In such a way, they can learn by doing things themselves. They
become the creators not just the receivers of knowledge. As the way information is
presented is not linear, users develop thinking skills and choose what to explore.
Motivation
Computers are most popular among students either because they are
associated with fun and games or because they are considered to be fashionable.
Student motivation is therefore increased, especially whenever a variety of activities
are offered, which make them feel more independent.
Enhanced Student Achievement
Network-based instruction can help pupils strengthen their linguistic skil ls by
positively affecting their learning attitude and by helping them build self-instruction
strategies and promote their self-confidence.
Authentic Materials for Study
All students can use various resources of authentic reading materials either at
school or from their home. Those materials can be accessed 24 hours a day at a
relatively low cost.
Greater Interaction
Random access to Web pages breaks the linear flow of instruction. By sending
E-mail and joining newsgroups, EFL students can communicate with people they
have never met. They can also interact with their own classmates. Furthermore,
some Internet activities give students positive and negative feedback by
automatically correcting their on-line exercises.
Individualization
Shy or inhibited students can be greatly benefited by individualized, student-
centered collaborative learning. High fliers can also realize their full potential
without preventing their peers from working at their own pace.
Independence from a Single Source of Information
Although students can still use their books, they are given the chance to
escape from canned knowledge and discover thousands of information sources. As
a result, their education fulfils the need for interdisciplinary learning in a
multicultural world.
Global Understanding
A foreign language is studied in a cultural context. In a world where the use of
the Internet becomes more and more widespread, an English Language teacher's
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duty is to facilitate students' access to the web and make them feel citizens of a
global classroom, practicing communication on a global level.
20.3.3. TECHNOLOGY-ENHANCED LANGUAGE LEARNING (TELL)
Technology-enhanced language learning (TELL) refers to the use of the
computer as a technological innovation to display multimedia as a means of
complementing a teaching method language teacher. What's important to note is
that TELL is not a teaching method but rather an approach that can be used
alongside a teaching method to help teach. TELL is very supportive of Computer
Mediated Communication (CMC).
Technology-enhanced language learning uses computer technology, including
hardware, software, and the internet to enhance the teaching and learning of
languages by,
Using a hand-held electronic dictionary to look up a word in class
Chatting with a friend on Instant Messenger using a little English
Reading news website
Creating a video and posting it on YouTube
Participating in an online discussion board
Listening pop song and reading the lyrics online
Doing a computer-based language exercise from the CD that comes with a
textbook
Searching for a word in a corpus to see how it’s used.
Texting a classmate in English
Types of Media using TELL
1) Sound (audio): Radio broadcasts, Recorded playback of speeches, Recorded
storytelling
2) Films (video + audio): Short films, Interviews, Full length full feature movies
3) Images/Graphics: Charts, Paintings, Photos
4) Texts: Essays, Journals, Articles, Email, Chatting, Books
20.3.4. PODCAST
The Internet world's form of broadcasting, known as podcasting, is the new
face of radio journalism in a technology driven era. Podcasts are digital media files
(most often audio, but they can be video as well), which are produced in a series. A
podcast, simply put, is no different than a webcast, a show that is broadcast over
the web and is broken up into parts or episodes.
Most podcasts are similar to news radio programs and deliver information on a
regular basis, while some podcasts are comedy shows, special music broadcasts or
even gospel. You can subscribe to a series of files, or podcast, by using a piece of
software called a podcatcher. Once you subscribe, your podcatcher periodically
checks to see if any new files have been published, and if so, automatically
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downloads them onto your computer or portable music player for you to listen to or
watch, whenever you wish.
Podcasting combines the freedom of blogging with digital audio technology to
create an almost endless supply of content. Some say this new technology is
democratizing the once corporate-run world of radio. Podcasting is a free service
that allows Internet users to pull audio files (typically MP3s) from a podcasting Web
site to listen to on their computers or personal digital audio players.
Pod cast – Meaning
The term comes from a combination of the words ‘iPod’ (a personal digital
audio player made by Apple) and ‘broadcasting’. Podcasts are most popular on
Apple's iPod and iPhone devices, hence the name podcast. Even though the term is
derived from the iPod, you don't need an iPod to listen to a podcast. It can be
enjoyed from a number of different sources, virtually any portable media player,
and can even be listened to directly on a computer.
Why Do People Tune In?
Podcasting attracts people who want the ability to choose their own content
(much like using the Internet), i nstead of the TV and radio model of broadcast
where you tune in and select from one of the programs playing. It shares common
ground with other time shifting technologies like TIVO, which allow you to
download programs, automatically record those programs and watch whenever you
want. Many people like the convenience of always having fresh material loaded on
their iPods or personal music players, and listen to their podcasts throughout the
day.
Many consider podcasting an alternative to commercial radio and TV, because
the low cost of producing a podcast allows more voices and viewpoints to be heard.
Also, unlike TV and radio, which produce programs for mass consumption,
podcasts are “narrowcasts,” where only those interested in a certain topic seek out
programs and sign up to listen. There are thousands of podcasts which target very
specific niche interests, producing communities around topics which are too
obscure for traditional broadcasting to cover.
Why Do People Make Podcasts?
Podcasting is an easy and powerful way to communicate your ideas and
messages. You can potentially reach anyone with a broadband connection who is
searching for podcasts and subscribes to your show. People who start podcasts
usually want to deliver their content in a series, stretched out over a period of time.
There are minimal equipment and start up costs if you already own a computer,
and so this allows anyone who ever dreamed of owning a radio station (and some
who didn't) the chance to transmit their ideas far beyond the reach o f a radio
transmitter.
Podcasters often start shows with the intention of building online
communities, and often solicit comments and feedback on their programs. People
use web blogs, groups, and forums to communicate with other listeners and the
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Users may even specify how many episodes of each podcast they want to
keep synced with the device at any given time, helping conserve disk space
on the iPod.
After syncing podcasts with an iPod, they can be accessed in the iPod's
library under the "Podcast" directory and can be played just l ike any music
file stored on the device.
Using Podcasts with Other Media Player Software
Some users prefer to listen to their podcasts with software alternatives to
iTunes. To listen to podcasts located on iTunes in another media player, follow
these steps:
Right-click on any podcast in iTunes and select the "Copy Podcast URL"
option.
This URL can be copied into the address bar of most media players.
For podcasts found elsewhere on the Internet, simply right click the link to
the podcast
Choose to "Copy Link Information" to obtain another URL that can be copied
to other media players.
20.3.5. TELECONFERENCING (AUDIO/VIDEO CONFERENCING)
Teleconferencing allows people in different locations to talk to each other as a
group. This is also known as an Audio-conference or simply a 'Conference Call'.It
works by each person 'logging on' to the conference call. When you switch on your
conference call device and enter your user ID number, an automatic voice saying
something like "Mr Jones has joined the conference" is broadcast. Everyone says
hello and carries on with the meeting.
Video conferencing is similar to teleconferencing except that people in the
meeting can now see one another because video cameras are used to send live
images over telephone lines. Now that broadband is offering good speeds, video
conferencing with friends and family is also popular.
Video Teleconferencing (VTC) is a communication technology that permits
users at two or more different locations to interact by creating a face -to-face
meeting environment. Videoconferencing (VC) is the conduct of
a videoconference (also known as a video conference or video teleconference) by a
set of telecommunication technologies which allow two or more locations to
communicate by simultaneous two-way video and audio transmissions. It has also
been called 'visual collaboration' and is a type of groupware. It transmits bi-
directional audio, video and data streams during the session. It allows people at
different locations to see and hear each other and work together on documents,
spreadsheets and other applications. The verbal communication through an
electronic medium, allows multiple parties to connect using devices. Such as phone
or videos links-up as it is an interactive group communication (three or more people
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Endpoints are devices from which users make and receive video calls. The endpoint
processes the bi-directional audio, video, and data streams and interfaces to the
users.
The other components required for a videoconferencing system include:
Video input: video camera or webcam
Video output: computer monitor, television or projector
Audio input: microphones, CD/DVD player, cassette player, or any other
source of PreAmp audio outlet.
Audio output: usually loudspeakers associated with the display device or
telephone
Data transfer: analog or digital telephone network, LAN or Internet
Computer: a data processing unit that ties together the other
components, does the compressing and decompressing, and initiates and
maintains the data linkage via the network.
20.3.6. TYPE OF VTC SYSTEMS
The two basic types of VTC systems are the dedicated systems and the desktop
systems.
1) Dedicated systems have all required components packaged into a single piece
of equipment, usually a console with a high quality controlled video camera.
These cameras can be controlled at a distance to pan left and right, tilt up and
down, and zoom. They became known as PTZ cameras. The console contains
all electrical interfaces, the control computer, and the software or hardware -
based codec. Omnidirectional microphones are connected to the console, as
well as a TV monitor with loudspeakers and/or a video projector.
Thus, dedicated systems have all the necessary components to process the VTC
sessions within a single console. The categories of dedicated VTC systems cover
different operational environments. The several types of dedicated
videoconferencing devices are:
i) The first category is large group VTC system. Large group videoconferencing
is a non-portable, large, more expensive device that is fixed to the room. It
supports large meeting rooms or auditoriums.
ii) The second category is small group VTC system. Small group
videoconferencing is non-portable or portable, smaller, less expensive
devices. It is designed to support small meeting rooms, is fixed to the room,
and is normally more economical to deploy.
iii) The third category of dedicated VTC system is the individual system. Individual
videoconferencing are usually portable devices, meant for single users, have
fixed cameras, microphones and loudspeakers integrated into the console.
These individual systems are designed to be portable single user solutions with
integrated camera, speakers, and microphone in a compact unit.
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You can have a 'meeting' with people A very reliable, fast data link is needed. Many
from many different offices /countries companies hire a connection specifically to allow
without any of them having to travel. video conferences to take place.
You can see people as well as hear Even with a fast connection, there might be a slight
them. This means you can see their delay between responses. Especially from one side
body language which you can't do with of the planet to the other.
a telephone call.
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Advantages Disadvantages
You can all view a document on the If the hardware breaks down for any of the
screen at the same time. People can participants, they cannot 'attend' the meeting.
work together and add their ideas. The
document can be emailed to all of the
people at the meeting later on.
Ideas and knowledge can be People could be in different time zones around the
communicated between all those at the world. This might mean that some people have to
meeting very quickly and responses stay up through the night in order to attend the
gathered. meeting.
Video conferencing is an excellent way The video camera might not be able to see all parts
of keeping in touch with friends and of the room at the same time. Some people might
family, even if they are in a different not be easy to see at the meeting.
country.
different countries because it saves the time, expense and hassle associated with
business travel. Uses for video conferencing include holding routine meetings,
negotiating business deals and interviewing job candidates.
20.7. TERMINAL EXERCISES
1) Podcasting combines the freedom of blogging with ___________________
technology to create an almost endless supply of content.
2) Podcast is derived out of the combination of ________ and __________________.
3) Videoconferencing differs from videophone calls in that it's designed to serve a
conference or multiple ___________________ rather than individuals.
20.8. SUPPLEMENTARY MATERIALS
1) http://www.ipodder.org/whatIsPodcasting#ixzz3gL1RRx7b
2) http://iteslj.org/Articles/Lee-CALLbarriers.html
3) http://en.wikipedia.org/wiki/Computer-assisted_language_learning
4) http://monitor.icef.com/2015/04/the-promise-and-challenge-of-technology-
in-language-learning/
5) http://www.fcc.gov/guides/voice-over-internet-protocol-voip
6) http://computer.howstuffworks.com/ip-telephony.htm
7) http://compnetworking.about.com/cs/voicefaxoverip/g/bldef_voip.htm
20.9. ASSIGNMENTS
1) Discuss the applications of Computer Aided Language Learning.
2) Explain the procedure for tuning in Podcasts through iPods.
3) Discuss the challenges in conducting video conference and explain how to
overcome it.
20.10. SUGGESTED READING/REFERENCE BOOKS/SET BOOKS
1) Collins Sandra D. Et. Al (2013), Communication in a Virtual Organization,
Cengage India.
2) Kristen Bell DeTinne, (2001) Guide to Electronic Communication, Prentice
Hall, Upper saddle River, New Jersey.
20.11. LEARNING ACTIVITIES
The project manager does not need to facilitate each meeting. By rotating that
responsibility, each team member has a chance to play a leadership role and have
an opportunity to have their voice heard as they lead the con ference call activities.
Cast yourself in the role of the Project manager conduct a conference call and
record the deliberations.
20.12. KEY WORDS
CALL iPod
TELL iTunes
VoIP Tele conference
Podcast Video conference
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LESSON – 21
Reader-Orientation
A good report is always reader–oriented. The position of the person who is
going to read and review the report must be kept in mind while preparing a report.
A report meant for top level must be concise and middle level can be a detailed one.
The report exchanged among the professionals can have the technical jargons.
Objectivity of Recommendations
If recommendations are made at the end of a report, they must be pragmatic
and impartial. They should come as a logical conclusion to investigation and
analysis. They must not carry personal prejudices of the reporter.
Simple and Unambiguous Languages
A good report is written in a simple, lucid, unambiguous language. The use of
appropriate words eliminates confusion. It is a kind of document prepared for
practical utility; hence it should be free from various forms of poetic embellishment
like figures of speech, idioms and phrases.
Grammatical Correctness
The grammatical correctness of language of the report is the basic
requirement. In this information technology age, grammar and spell check facilities
are available in word processing software. It may not be a big issue for those who
prepare the reports.
Specific Format
If the person who is going to review specified the format, it must be presented
in that format. The project report submitted by a management graduate may be
prescribed by the University. It must be prepared in that format.
Illustrations
The use of tables, graphs and other graphical presentations make it easily
understandable. The photographs, drawings and charts illustrate the information
in a crystal clear manner.
21.3.3. WRITING STRATEGIES
Whether one has to write a short informal report or a long formal report, one
needs to adopt effective writings strategies. As reports are systematic attempts to
discuss problems, situation, or conditions, and stimulate thinking or action, in the
individuals and the group, a systematic plan of writing should be followed.
The following steps will help in organising and presenting the report
systematically.
1) Analyse the problem and purpose
2) Determine the scope of the report
3) Determine the needs of the audience
4) Gather all the information
5) Analysis and organise the information
6) Write the first draft
7) Revised, review, and edit
8) Write the final draft.
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Project Report
The project reports are prepared after making a thorough study about the
feasibility of starting a project. The investment required, the technical feasibility,
financial viability, market viability, cost of land, machinery, profitability, cash flow,
working capital arrangements and other relevant information are presented. Project
reports are basic document required by financial institutions for financing projects.
Usually PERT charts are appended to understand the time frame required for
completion of the project, location where resource transfer is possible, bottleneck in
completion of the project are easily identified.
Progress Report
The progress report are evaluation reports that facilitates monitoring the
progress or execution of the project whereby the stage of completion, problems
encountered, reasons for delay are identi fied and remedial actions are taken.
Status Reports
Status reports are yet another form of progress report which explicated states
the stage at which the project stands and the reason for the delay if any. It may not
state the different levels of progress, but the present status. For example if the
status report is called for about a road development project, the number of bridges
constructed, the culverts completed, the layer executed are to be stated in the
status report.
Periodic Reports
These kinds of reports are sent at period intervals like, daily report, weekly
report, fortnightly report, monthly report, bimonthly report or some other time
frame may be specified. These reports record information in time and hence it
cannot be adjusted on a later date . The monthly sales report presents monthly
sales figures. The management can take measures to reposition if there is slackness
in sales.
Inspection Reports
Inspection reports are sent by supervisory authorities to inform the top
management about the state of affairs in their units or branch set up. The Reserve
Bank of India may send inspection team to assess whether the commercial banks
comply with their instructions or not. All India Technical Council send inspection
team to various engineering colleges, management institutes, institutes of hotel
management, pharmacy colleges to assess the facilities provided in these
institutions.
Investigation Reports
In case there is fraud, corruption, complaint of harassment, an individual or a
team is dispatched to find out the truth. When there were complaints about the
large–scale omission of eligible persons from the votes list Election Commission
dispatched an inspection committee. At the end of the investigation the committee
submitted its report. In global level operations, investigation at periodic intervals
becomes the basic necessity.
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Interim Reports
Whenever the submission of reports take longer duration or delayed due to
some reason, interim reports are submitted for communicating quick assessments.
In case of disputes the delay in the award may jeopardize the interest of one of the
parties to the dispute, the committee or commission may give an interim report.
Pay commissions are appointed at a periodic interval of 5 years or 10 years. If the
reports are delayed for thoroughly assessing the needs and capability of the
employer, then an interim report may be released.
Completion Reports
The release of grant, aid or loan may depend on completion of the project. The
final instalment may be released after the execution of final phases of work. At this
juncture the completion report becomes inevitable.
Research Reports
Research is identification of a problem, setting hypothesis, gathering of
information, synthesizing and analyzing information, recording findings, suggestion
new approach or new ideas for solving a problem.
Oral and Written Reports
The basic classification of reports is oral or written. An oral report is simple
and easy to understand. It facilitates quick and immediate action. On the other
hand written reports are permanent records, easily retrieved and can be produced
as proof. It has got legal validity. It has got several advantages over the oral reports.
An oral report can be denied at any time. But a written report is a permanent
record. The reporter cannot deny what he has reported once.
An oral report seems to be vague. It may be weighed down by the presence of
irrelevant facts while some significant information may have been overlooked. In a
written report, the writer tries redraft and revise and present more accurate and
precise information or data..
A written report can change hands without any danger of alteration durin g
transmission, whereas oral report may get distorted when it pass through different
persons.
A written report can be referred to again and again and the oral report is one
time affair.
Informal and Formal Reports
Informal reports are communicated to higher level authorities when the person
is dissatisfied with the decision of the persons subordinate to the recipient of the
report. In order to assess the state of affairs the top level executive may ask
someone connected or not connected with the industry to report to him about
espionage, suspected fraud or bribery. These reports are investigative or suggestive
in nature.
Formal reports are sent to different authorities as per the orders or instruction
of higher authorities. It must be structured properly. It may be statutory or
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Acknowledgements
The acknowledgement section contains the name of the person who
contributed to the production of the report and made the report possible it is just a
‘thank you’.
Table of content
The table of content ‘provides the reader and overall view of the report and
shows it organisation.
This section lists the main headings and the subheadings in the reports with
page numbers.
List of illustration
The list of illustration’ gives systematic information about tables, graphs,
figure, and chart used in the report. It is usually included if the number of does
illustration or more than ten.
Abstract /Executive summary
An abstract are an executive summary, summaries the essential information
in the report, focussing on key facts, finding, observation, results, conclusion, and
recommendation.
Introduction
This section introduces the reader to the report and prepares them for
discussion that follows by providing background information, defining its aims and
objectives, and discussing the scope and limitation of the reports. It help the
readers in understanding and analysing the report as it include facts that the
reader must know in order to understand the discussion and the analysis that
follow.
Methodology
While writing a report, information may have to be gathered from library and
archival source or through internet surfing, interviews, surveys, and
formal/informal discussion. The section on methodology summarises the methods
of data collection, the procedures for investigating the situation / problem, and the
criteria of survey.
Discussion/Finding/Analysis
This is the main part of the report as it presents the data that has been
collected in and organised from. It focuses on facts and findings of the report and
may included and objective description and discussion of the problem, and analysis
of the situation, and findings of the investigation. It is usually divided into section
and sub-section with well-structured and clear headings and sub-headings.
Conclusions
The section conveys the significance and meaning of the report to readers, by
presenting a summary of discussion and findings, the results and conclusions,
implication of the conclusion presented, and inferences
Recommendations
This section contains recommendations that are based on results and a
conclusion as they purpose a course of action to improve a situation or a condition,
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they may present several ways to solve a problem or improve a situation. It may
also indicate the need and nature for further work in the concerned area
Appendices
An Appendix contains supporting material or data, which is kept separate
from the main body of the report to avoid interrupting the line of development of the
report.
Reference and Bibliography
The section may contain reference to book, journals, reports, dissertation,
or/and published government documents, and other source used in the report. It
may also consist of a list of materials for further reference.
21.4. REVISION POINTS
1) A report is a professional communication in a formal mode in an organization,
institution or office. A report is a fundamental management document used in
decision–making.
2) The objectives of report preparation vary from situation to situation.
3) The reports are classified on the basis of its purpose, frequency, functions,
levels of management, and mode of presentation.
4) Informal reports are communicated to higher level authorities when the
person is dissatisfied with the decision of the persons subordinate to the
recipient of the report. Formal reports are sent to different authorities as per
the orders or instruction of higher authorities.
21.5. INTEXT QUESTIONS
1) Define: Report
2) What are the characteristics of the report?
3) What is Letter of Transmittal?
21.6. SUMMARY
The reports are important documents in business. The basic understanding
about the significance and character of the report facilitates preparation of good
reports. The report must be precise, clear, coherent, relevant and grammatically
accurate. It must be presented in a simple and unambiguous language. It is wiser
to make it concise. When writing formal reports, the choice of format as well the
parts of the report must be carefully planned.
21.7. TERMINAL EXERCISES
1) The brevity should not be achieved by compromising on ____________ of report.
2) __________________ reports are sent by supervisory authorities to inform the
top management about the state of affairs in their units or branch set up.
3) The _____________________ is a brief covering letter from the report writer
explaining their causes for writing the report.
4) Arranging facts, data and information in a ______________ manner make the
report clear.
5) ________________ is a report that follows a structured and well-defined format.
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LESSON – 22
BUSINESS REPORT WRITING
22.1. INTRODUCTION
A report is a professional communication in a formal mode of an organi sation.
It is necessary to understand the uniqueness of business reports and the process of
generating the reports. The electronic media is extensively used in Global business
operations for taking quick dicisions, take minimum reaction time, send
communication swiftly to out win the competition, creating awareness in the minds
fo consumers, expending and making payments in time to suppliers and
maintaining good relationship with Government and its agancies.
22.2. OBJECTIVES
After reading and studying the lesson you would be able to
Know how to write effective business reports
Understand the classification of business reports
Understand and write business reports effectively
Learn to write an impressive Business Proposal
22.3. CONTENTS
22.3.1. Business Report
22.3.2. Classification of Business Reports
22.3.3. Format of Business Report
22.3.4. Other Specific Types of Reports
22.3.5. Business Proposal
22.3.6. Structure of Business Proposal
22.3.1. BUSINESS REPORT
A report is a logical presentation of information based on facts. They are
required for making decisions, evaluating or reviewing progress, and for planning.
Business report is an orderly and objective communication of factual information
that serves a business purpose. Business reports are important, formal, routine and
periodical part of management communication in modern business. Professional
communication includes a variety of reports common to business and industry. All
organizations need to evolve a system whereby many reports are received in time;
special reports are prepared as per the instructions of higher authorities.
Objectives of Business Reports
Reports are written for different purposes. The objective of business report
may be
Updating information
Identifying mission and vision
Developing targets to the achieved
Spotting new customers
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Detailed Reports
The preparation of feasibility report for producing a new product, opening a
new branch, setting up of a strategic unit, and the idea of collaborating with other
players in the market warrant detailed study. The proceedings of disciplinary
committee, investigation reports, annual reports incorporating the profit and loss
account and balance sheet are detailed in nature. The structure of the report
usually contain, abstract, introduction, body of the report divided into few chapters,
Summary, Appendices, Annexure and Glossary. It may be written in few pages or in
several hundred pages. The time at the disposal of the recipien ts determine the
length of the report.
Vouchers
Vouchers are reports authenticated documents received for payments. The
expenditure statements are prepared on the basis of vouchers available. Vouchers
contain name of the recipient, date, the amount paid an d purpose of making such
payment
22.3.3. FORMAT OF BUSINESS REPORT
The reports can be identified by differences in audience and purpose. They
therefore contain different information and structures, including headings and
subheadings, and these forms the outline of the report. Every discussion of report
formats is complicated by the fact that reports within the same classification may
vary in
Length
Complexity of audience
Formality
Purposes and functions inside and/or outside the organization.
A Formal business report can take two forms:
Long Formal Report and
Short Formal Report
Long Formal Report
A formal report generally contains three major divisions:
the Front section,
the Body and
the Back section.
The sequences in which these elements appear in a report are more or less
standardised by the prevailing practices in the professional world.
Front Section
Cover
Title Page
Forwarding Letter
Acknowledgements
Table of Contents
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List of Illustrations
Executive Summary
Body
Introduction
Discussion
Conclusion
Recommendations
Back Section
Appendices
List of References
Bibliography
Glossary
Index
Short Formal Report
In day-to-day business, the long report form is not as extensively used as the
shorter versions namely, the short report, letter and the memo report. These
shorter versions are the everyday working reports needed for routine information
transmission, which is vital for any organisation. The short report usually consists
of the title and the text. The language is to the point and precise. This en ables the
recipient or reader of the report to understand the content quickly.
22.3.4. OTHER SPECIFIC TYPES OF REPORTS
Problem or needs analysis Reports
A problem or needs-analysis report is a very preliminary piece of writing that
examines a particular issue that the client faces. A problem or needs analysis is
particularly appropriate when the need or problem is complex or ill defined. A
problem or needs analysis names the problem that you think should be addressed
and provides analysis that supports your position.
Feasibility Reports
A feasibility report may respond to a single question or recommend a specific
option. "Feasibility" in this context refers both to technical feasibility in the limited
sense, as well as to a wider sense of feasibility that focuses on the desirability of a
certain course of action.
Recommendation Reports
Recommendation reports advice on what specific action should be taken by an
organization. They are composed at the end of a process of inquiry and notify the
reader that a certain course of action should be followed.
Proposals
Proposals include forms, letters, memos, and more formal reports. In some
companies and contexts (such as in the construction industry), a "proposal" refers
to a work contract with a customer. In this sense, a proposal (which is often called
a "bid") is a promise that specific work will be executed by a certain time for a
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strategic plan before you are a supervisor, but you may be asked to comment on
one or perform to the criteria stated in one.
Business Plan
A business plan is a formal report developed by new businesses to raise start-
up capital or by exisitng businesses that need to raise new capital.
Most business plans are organized in the following manner: The front matter
normally includes a cover letter, a non-disclosure statement, title page, and table of
contents. The executive summary pitches the plan (the business concept, the
current situation, key factors for success, and financial situation) and sometimes
stands by itself. The body of the report starts with the corporate vision, moves to a
market analysis (including identifying the target customers), an analysis of the
competition for that market, and the marketing strategy your business will employ.
Subsequent sections develop the company approaches to operations, sales, and
products. It closes with a financial section that includes forecasts, assumptions,
balance sheets, profit/loss projections, and cash-flow projections. Appendices
include financial data, personnel credentials, and other relevant exhibits.
Design Reports
Design reports describe in detail the implementation of a solution to an
engineering problem and the testing methodology that has been applied to draw
conclusions about the effectiveness of a solution. If the design has some problems,
the report also voices those problems and considers alternatives and adjustments
to the design.
Design reports are often assigned to help complete advanced engineering
projects. These reports are developed as formal reports with front material (cover
letter/memo, title page, table of contents, table of figures, abstract), introduction,
background of the project, circuit design, supporting analysis, data, discussion,
summary, conclusions, and appendices.
22.3.5. WRITING BUSINESS PROPOSALS
A business proposal is systematically written and properly developed
documents made by one party to another, to offer a product or service at a specified
cost. The main purpose of proposal is to persuade the potential client that you have
the required expertise, resources and reputation to make a promise and that your
product or service can fulfill a need or solve a problem within a specific time
schedule and available budget. Simply stated, a proposal is a persuasive document,
designed to sell a concept to a specific audience. In brief a proposal is a
combination of logos, pathos and ethos, as it relies or logical presentation of facts
and ideas as its basic tool of persuasion within the ethical framework. However, “A
well written proposal is not a substitute for expertise in providing a specific product
or services, not is it a substitute for the reputation you have established by the
previous performance. To be successful, a proposal must begin with something
worth offering”.
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Typical reasons for writing business proposals may include the following,
A bid for an infrastructure or construction project
A bid for technical project
Application for a grant for academic research
Application for funding certain community projects
Seeking approval for new policies or procedures
Proposals to corporate bodies for training of staff.
Proposals are thus the requests made multiple objectives, such as new
business infrastructure improvement expansion research etc.
KEY ELEMENTS OF SUCCESSFUL BUSINESS PROPOSALS
Solution:
A business proposal usually begins with highlighting, the target company’s
needs and problems. This should be followed up with a detailed presentation of
deliverable solutions which your business can provide. When solutions are
presented in a succinct manner, the customers are motivated to give things a try.
Benefit:
The effective business proposal must clearly inform the customer the benefits
they will derive by engaging in business with you or employing your services.
Credibility:
Endorsements from other client in the same field builds confidence in the
prospective client that you can deliver all that you promise. Also show that you are
capable of making meaningful contributions. Thus an event management company
which has handled 3000 guests will be preferred over one which has handled 300
guests if the prospective client has an upcoming event with 4000 guests.
Samples:
Samples and evidence of your ability to deliver enclosed in the proposal goes a
long way in gaining the winning bid, for example, a design company submitting a
proposal for logo design can enclose their other logo designs.
Target Audience:
Effective business proposal must communicate and speak the language of the
target audience. Thus an engineering company must be provided the appropriate
engineering jargon. If the customer is a bank, use of appropriate finance jargon
would be helpful.
Persuading the Customer
A Proposal is made to persuade someone – namely the customer. Thus, it is
important to know the costumer and understand that customers needs. Organize
your proposal chronologically or functionally, depending on what the customer
wants include details like references pricing and other contractual details if the
customer wants them. If you are not sure that the customer wants you have to
make the efforts to find it out. If the customer does not know what they want, you
need to help them to figure things out by providing appropriate criteria. Never load
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the customer up with a bunch of paper just because they might want something.
Give them what they want. No more, no less.
The 5W and 1H formula
Simply doing a better job of answering your customers questions can give you
a competitive edge when everything else between two competitors is equal.
Who: who will do the work, who will manage the work, whom does the
customers call if there is a problem, who is responsible of what?
Why: why have you chosen the approaches and alternatives you have
selected? Why the customer should select you?
What: what needs to be done/deliver, what will be required to do it. What
can the customer expect, what it will cost?
Where: where will the work be done, where will it be delivered?
When: when will you start, when will key milestones be scheduled, when will
the project be complete, when is payment due.
How: how will the work be done? How will it be deployed? How will it be
manage, how will you achieve quality assurance and customer satisfaction,
how will risks be mitigated. How long will it take how will the work ben efit
the customer?
TYPES OF BUSINESS PROPOSALS
A proposal may be casual or formal, short or long, general or specific, written
or verbal. However, formal proposals are normally presented in written form as it
involves commitment of resources, such as mone y, manpower, materials and above
all time. Proposals may be presented by an individuals or organization or
institutions.
Proposals can be easily classified into two categories (Fig) – business proposal
and research proposal. Business proposals may be futu re classified into two
categories- solicited or unsolicited and internal and external.
Solicited and Unsolicited Business Proposal:
A solicited business proposal is one, which is prepared in response to a
specific invitation or demand. The solicitation may be made face-to-face, by the
telephone or in writing. Request for proposal (REP) or an invitation for Bids (IFB)
may directly be sent to the relevant organizations or may also be advertised in
appropriate newspaper. The main difference between an REP and an IFB is that
the IFB defines the product or service more specifically than the REP.
Proposals are not always invited by somebody. An individual or a group of
individuals may submit a proposal, thinking that a new technology can be
developed by working on definite plan; the proposal thus made will be called as
unsolicited proposal.
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including the size and the workforce. It required, give details of the financial records
to assure the prospective client about the business’ credibility mentioned other
essential l information that would increase the company’s chances of getting the
project. It could also include the name of the experts who will work on the project.
In long proposals such information is a must, including a brief on each individual.
Depending on the nature of the proposal the information presented for each
individual will vary from a few lines to several pages. In some proposals, brief
summaries are presented in the qualification of personnel section and full resume
are provided in the appendix. If the organization is responding to an RFP, provide
exactly the amount and type of personnel informati on specified.
The cost may be presented in logical parts, such as personnel, equipments,
supplies and facilities. The cost of the proposed solution must cover the expenses
and, if appropriate, a profit. If the organization is following the guidelines in an
RFP, the format for the cost section will likely be specified and should be used.
Include reference or details of well-known clients you have worked with along
with the reference projects.
In conclusion, include a paragraph that will emphasize your assu rance of
providing the services according to the client’s expectations.
Layout and Design of the Proposal
Your proposal layout should be highly readable with ease of locating
information. You should make extensive use of graphics, because they enhance the
readability of the document and convey information well. In the absence of
instructions to the contrary your heading, typefaces, margins, headers/footer, and
other formatting attributes can be anything that you think will achieve the goal of
your proposal
The following could be adopted:
A serif typeface such as Times New Roman
12 point type
A column width of 50-60 characters (either double column or “scholar’s
margins”)
Page margins of at least I”
The use of colour whenever possible
Extensive use of graphics
Full use of front matter (table of Contents, List of Figures, etc)
“Navigation aids” such as cross reference matrix
Appendices for data that must be provided but disrupts your proposals
story
If the page count is large enough use binding
Use tabs that break the content down into section and make finding
materials easier.
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proposal that is to be presented for discussion and approval. Prepare a proposal for
the same.
22.10. SUGGESTED READING/REFERENCE BOOKS/SET BOOKS
1) Neera Jain, Shoma Mukherji (2012), Effective Business Communication, Mc
Graw Hill Education Private Ltd., New Delhi.
2) Saravanavel.P, Research and Report Writing, V.K.Publishing House,
Bareilly(U.P)
3) Mary Munter (2000) Guide to Managerial communication, 5 th ed., Prentice
Hall, Upper saddle River, New Jersey
4) Linda Driskill (1992) Business and Managerial Communication: New
Perspectives: Harcourt Brace Jovanovich, Orlando.
22.11. LEARNING ACTIVITIES
Collect two short reports from a company. See how you can turn them into
long reports by putting in additional information.
22.12. KEY WORDS
Pre–printed forms
Detailed reports
Vouchers
Preliminary reports
Marketing plan
Feasibility reports
Business Plan
Proposals
Solicited Business Proposal
External Proposal
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LESSON – 23
Many reports contain tables and figures. Each table or figure should have a
caption containing a number and a title. You should only include tables and figures
which contribute to the information you want to convey. It is not necessary to
summarise all the information in a table in your text, but you should always
explain the main points illustrated in the text following the table.
Conclusion
The conclusion should be as brief as possible. They should be presented in
descending order of importance and should not suggest action. Conclusions should
be drawn from the information presented in the main body of the report. Conclusions
should be firmly and briefly stated. They should be free from speculation (i.e. ideas
for which you have presented no evidence), have no new thoughts or references
introduced and contain no further discussion of points raised.
Recommendations
Recommendations are suggestions for actions or changes. They should be
specific rather than general. They should follow naturally from the conclusions. If
the purpose of the report is simply to present information on a topic for discussion,
a recommendations section may not be necessary. They should be offered in
descending order of importance and may be in point form when several
recommendations are being made.
Bibliography
A report may contain references or recommendations for reading in a
bibliography. A bibliography may not be necessary, however. In reports, full
references to readings introduced in the text are often given as footnotes. The list of
References is an accurate listing, in strict alphabetical order, of all the sources
referred to.
Appendices
Appendices may include tables, texts, graphs, diagrams, photographs,
questionnaires, etc. You should put these in an appendix when placing them in the
main body of the report would inte rrupt the process of reading. Items in an
appendices should be referred to somewhere in the main body. If you do not need to
refer to them in the main body, you might think about whether you need to include
them at all.
23.3.3. REPORT FORMATING
A formal report should be formatted so that it is easy to read and looks
professional. Microsoft Word and other word-processing packages can help you to:
Use attractive fonts and page layouts
Insert page numbers
Automatically number headings
Draw tables and figures
Automatically number table and figure captions and insert references to
them in the text
Generate a table of contents and lists of tables and figures.
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Before you produce your report, spend some time reading the help information
provided with your word-processor to find out how to use these features.
If you use Microsoft Word, you may also use a report template, which will give
you a basic layout for a professional report before you start writing.
23.3.4. PROJECT LAYOUT
A typical research project layout is presented with chapterisation
requirements:
Introduction
About the industry (optional)
About the organization
Topic importance / key concepts
Need / purpose of the study
Scope and limitations of the study.
Literature Review
Past research reports & findings pertaining to your topic and the variables
identified
Relevant concepts from text book
Objectives
Aim of the study
Selection of independent variables & dependent variables
Hypothesis (optional)
Simple statements / preconceived judgments one arrives at before conclusion
Finding relationship between independent & dependent variables
Methodology
Research design – type of design
Sampling – method, technique, size, area
Methods and techniques of data collection – Primary data, survey tool
description (questionnaire)
– Secondary data
Measurement scale
Data processing – Statistical techniques & tools used for analysis.
Analysis and Interpretation
Data analysis through relevant statistical techniques and inferences drawn
with appropriate tables, charts and graphs
Interpretation – based on data analysis – explaining the numerical values
derived out of data analysis in descriptive form
Findings
Key findings derived out of the analysis in a brief, precise manner. Findings
should be a reflection of the objectives.
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Recommendations
Concrete solution to a problem / suggestions to improve
Statements that have implications for policy and decision -making
Explain recommendations in a detailed manner – how, when, where & in what
form it could be implemented
Conclusion
Summary of points
Outcome of the research
Utility value of the research for the organization in future
BIBLIOGRAPHY
1) Books referred with author, title, edition, & publisher
2) Past projects reviewed in literature review c hapter with author, title & year
APPENDIX
Survey tool used, Addresses of respondents met, financial statements used etc.
23.3.5. RESEARCH PROPOSALS
Every organization has a special group of people engaged in what is called
Research and Development (R&D) activities. These people are involved in
suggesting changes for creating new and modified designs of products that are
more economical and more efficient according to the latest available technology.
The suggestions made are incorporated in the form of a proposal. A research
proposal is usually academic in nature. Academic institutions also submit
research proposals to obtain a grant in response to a request or an announcement
from the government or any other agency.
The Body or Main Parts of a Research Proposal
Start with a precise technical statement or a straight forward definition of the
problem that the project is expected to cover. It would be effective to outline the
scope of the study-does it cover a department, a company, a particular geographic
area , a particular group of people, etc.
The objectives maybe spelled outpoint by point keeping in view the definition of
the problem. It is important to define the boundaries of the proposal.
It is important to indicate the recent development at national and
international levels in the proposed field the work. Since this is based on
literature survey, it may also include a list of important review articles to enable the
referees to appreciate the effort that has been put in for preparing the project
proposal.
It is the qualifications and experience of the research personnel that
determines the actual shape of the activity. This information would help the
evaluators assess the competence of the personnel and would help establish
credentials for understandings the project. Include a brief and highly relevant
resume of key personnel including that of the project director or the principal
investigator and their proposed roles in the project. A detailed list of nationals and
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Getting that all important job means convincing an absolute stranger that you
are exactly the right person it do a good job. It is important to know yourself-your
strengths, weakness and expectation. It is also extremely important to
communicate the information to the prospective employer.
DIFFERENCE BETWEEN CURRICULUM VITAE AND RESUME
People usually do not make any distinction between curriculum vitae and
resume and use both the term interchangeably. Though both are list of relevant
information of a person seeking employment, they are different in terms of their
formats and usage. While a curriculum vitae (CV) represents in-depth and
structured information about the professional experience and qualification of a
person, the resume is a skeletal representation of what would otherwise be given in
details in curriculum vitae. This is why while a CV is mainly used when applying
for international, academic, education, scientific, or research position, a resume is
meant for any position in the corporate world.
A CV, or Curriculum Vitae, to give it its Latin name, in an account of the entire
education and employment history. l the term translates ‘course of life’ and it really
is detailed record of the profession life of a person. It presents all the information of
an individual pertaining to the work. Every detail of the educational qualification,
professional achievements and skills are listed with the addition of affiliations and
recommendations. All previous work experiences must be properly listed with
elaborated job descriptions. Since a CV is long and detailed, it allows the
individuals to list all the achievements and awards received even in the distant
past. Based on the criterion of length, a CV may extend to there -four page
depending on the age, experience and achievements of a person.
‘Resume’ is French word, which means to summarize. It is one or two page
summary of the skills, experience and educational qualification. It is always brief,
concise and customized to fix the requirement of the prospective employer or
organization. Mention of unnecessary achievement or skills should be avoided.
Personal details i8n resume are limited to residence address, contact details and
date of birth. The typical resume consists of one page and includes job objectives,
past employment, education and skills.
23.3.7. RESUME
A resume is your first contact with your prospective employer. A few points
therefore should be kept I mind to create ‘the first impression’ while writing your
resume.
The purpose of the resume is to ‘self yourself’. It is personalized business
document that must be designed properly using all y our effective writing
skills. The objective is to create a positive impression since on the basis of
the resume, the employer will make a preliminary determination about
whether the candidate qualifies job or not.
It must be factual. Each statement needs to be accurate and not blown up
beyond its value. At the same time the achievements need not be
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Your career objective must be personalized so that the rec ruiter gets an idea
where you might fit into the organization. Make it specific about not so specific
that would exclude you from much type of similar positions.
“position in personal sales in a medium sized manufacturing firm”
A public relation position requiring well-developed communication,
administrative and computer skills”
Work experience: Give the dates of starting and finishing the job you had.
Add the name and the address of the earlier company or employer. Sometimes it is
important to provide a brief about the job content emphasizing the skills and
abilities and the result obtaining ( a chronological or functional format maybe
adopted depending on your preferences).
Educational qualification: A list of degrees with name of
universities/institutions and courses. Include dates with grades/percentage to give
a clear idea to the recruiter about your capabilities.
Skills /Competencies: are skills or achievements that are relevant to the job
can be included. In recent years employers are giving more i mportance to social,
organizational and technical skills.
Social skills refer to ability to-communicate well with the people. Working in
terms, being able to adapt easily in any kind of culture or environment.
Organization skills deal with the ability to communicate well with the
people, working in teams, being able to adapt easily in any kind of culture of
environment.
Technical skills are those related to the use of specific equipments,
computer software, etc.,
Career summary: This should be the most detailed part. It can be move
higher up the document if necessary each job should have a short description of
the skills used and achievements within the role. A few bullet points are sufficient,
with more detailed accounts of more recent/relevant position.
Reference: Reference should be included only if asked for. Mention the name,
address, telephone number of three experts (Belonging to your area of expertise)
who can comment on how suitable you are for the job.
23.3.8. COVER LETTER
First impressions count and when you’re applying for jobs, that means your
cover letter is your opening move. A good cover letter should cover the basics: your
skills and what you can bring to the role. But in today’s competitive job market,
there’s always more you can do to get noticed.
Keep it brief. So keep your cover letter focused - anywhere between 150 to
350 words is best. You can still show why you’re worthy of getting onto the
shortlist within that word count. Keep your letter focused on your skills and
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potential and leave all the puffery behind - you’ll be surprised you ever used
those extra words at all.
Be yourself. We’re always on our best behaviour when writing cover letters
but it can lead to awkward, formal writing. It’s the sort of writing that’s hard
to read because the details that will make a boss want to hire you are
hidden under a wall of “dear sir/madams”, “and “I am a self-starter team
player who can work without direction”.
That best behaviour voice won’t get you an interview because it’s missing
what’s so special about your job application. Write your cover letter with the
same voice you’d use at a meeting: relaxed, knowledgeable, to the point and
with the odd joke or bit of personality thrown in (if appropriate). Let
employers know who you are and why they want to arrange an interview.
Show that you’re the solution to all their problems. Employers have a
problem: they need someone to fill a vacant role and reading applications
and interviewing people takes time away from their jobs. What they really
want is for you to show them you’re the solution to all their problems.
Research the company or industry and work out what challenges they’re
facing. Do you have a solution? Tell them how you can help with your ideas,
skills or experience. Even if you’re addressing key selection criteria, show
what you achieved and use their questions to show results.
It’s more than repeating your resume. Don’t give a short version of
your resume in your cover letter. If an employer wants to read your resume,
they will grab that file. What they want to read is about you – what can you
show them that is different from every other cover letter? Why would they
want to read your resume? What is it that makes you the person they must
interview? It’s not just your work history: they want to know how you
approach problems, and your interest in both the industry and their
company.
The basic elements of a cover letter include the following:
1) Greeting: Address your cover letter to the proper person.
2) Opening: Write a personable, inviting opening paragraph that highlights
how your skills are a perfect fit to the job.
3) Hook: Highlight your past achievements as they relate to the job you're
applying for.
4) Skills: Highlight additional relevant skills, such as computer languages or
certifications.
5) Close: Briefly recap your strengths as a candidate, and include your
contact information.
A cover letter is a one page document that you send with your resume when
applying for a job. It is meant to:
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LESSON – 24
BIBLIOGRARHY AND CITATION
24.1. INTRODUCTION
Every research work is based on previous research. Researchers begin their
research after reviewing the researches completed in that domain of research. This
process provides continuity in knowledge development and facilitates avoidance of
duplication in efforts. It has become convention among the researchers to
acknowledge the efforts of predecessors. Using other persons ideas, views,
expressions, quotations without giving due credit is considered as intellectual theft.
This kind of action is known as Plagiarism and it is moral and ethical offence rather
than a legal one.
24.2. OBJECTIVES
After reading and studying the lesson you should be able to
Be familiarized with the importance of citing sources.
Learn about the different styles of citation
Differentiate bibliography, references and works cited
Appreciate the importance of documentation of references
24.3. CONTENTS
24.3.1. References
24.3.2. Elements of the Reference List
24.3.3. References, Bibliography, or Works Cited
24.3.4. Bibliography
24.3.5. Citation
24.3.6. Documentation of References
24.3.7. Other Citations
24.3.1. REFERENCES
Referencing is a basis for academic writing. By acknowledging all sourc es that
have been used in the preparation of a text, writers form part of the ongoing
exchange of ideas and data that signifies the academic community.
Supervisors pay so much attention to formal aspects of academic essay
writing. By teaching their students how a scholarly text is structured and in what
manner references are given, supervisors guide them into the research community
of their field.
Functions of Referencing
References in academic writing have different functions. A reference should
always have a clear function and it must be relevant to the argument of the text.
References are given whenever a source, which supplies some kind of fact or
evidence, is used. In most academic texts, references have at least one of the
following, sometimes overlapping functions:
To acknowledge previous research in the field
To position new research in relation to previous publications
To present primary data to support the writer's claim
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24.3.4. BIBLIOGRAPHY
A bibliography is a list of all of the sources you have used (whether referenced
or not) in the process of researching your work.
In general, a bibliography should include:
the authors' names
the titles of the works
the names and locations of the companies that published your copies of
the sources
the dates your copies were published
the page numbers of your sources (if they are part of multi -source
volumes)
24.3.5. CITATION
A "citation" is the way you tell your readers that certain material in your work
came from another source. A citation is the part of the reference that you include
within the main body of your work whenever you directly quote from, paraphrase,
summarise or refer to work produced by another author.
It also gives your readers the information necessary to find that source again,
including:
information about the author
the title of the work
the name and location of the company that published your copy of the
source
the date your copy was published
the page numbers of the material you are borrowing
Purpose of Citation
Giving credit to the original author by citing sources is the only way to use
other people's work without plagiarizing. Citing sources actually helps your reader
distinguish your ideas from those of your sources. This will emphasize the
originality of your own work. But there are a number of other reasons to cite
sources:
citations are extremely helpful to anyone who wants to find out more
about your ideas and where they came from
not all sources are good or right -- your own ideas may often be more
accurate or interesting than those of your sources. Proper citation will
keep you from taking the rap for someone else's bad ideas
citing sources shows the amount of research you've done
citing sources strengthens your work by lending outside support to your
ideas
Situations that require Citation
Whenever you borrow words or ideas, you need to acknowledge their source.
The following situations almost always require citation:
whenever you use quotes
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References
Graber, D.A. (2002). Mass media & American politics. Washington, DC: CQ
Press.
Basic entry for a book is on p. 202.
Only first words and proper nouns are capitalized in a book title in a
reference list (journal titles are different). Book titles are italicized.
Other rules apply to titles appearing in the body of a paper: see p. 10 1.
No periods with abbreviations of “state” names, including DC (p. 88).
Park, A. (2008, May 21). How safe are vaccines? Time. Retrieved from
http://www.time.com
Basic entry for an online magazine article is #8 on p. 200. In this case,
though, Time does not offer volume and issue numbers.
Only first words and proper nouns are capitalized in an article title in a
reference list—journal titles are different. Article titles are not italicized
or placed in quotations. Different rules apply to titles appe aring in the
body of a paper (p. 101).
URL or DOI required; access date usually not required. No period after
URL(p. 192).
24.4. REVISION POINTS
1) It is important to be able to properly read and understand citations and
bibliographies we come across when reading the works of others.
2) Citation is notating when you quote, paraphrase, use an idea, or summarise
from someone else.
3) In-text citations let us know the information we are reading didn't come from
the author, but from another person or body of work.
4) All references will be listed in alphabetical order starting with the author's last
name in a bibliography.
24.5. INTEXT QUESTIONS
1) Elucidate the style of documenting the sources of information.
2) What are the major citation formats?
3) Define In-text Citations.
4) Differentiate Works cited and In-text citation.
5) What is Paraphrasing?
24.6. SUMMARY
The research is built on the prior research. Previous research contributions
are to be properly acknowledged. Bibliographies are lists of publications cited in
Research Papers, Books, Articles, Scholarly Journals, Newspaper or Magazines or
accessed through internet. The ethical and moral dilemma is a crucial question in
all spheres of activities. The information being the basic input in decision making
process, following ethical codes become inevitable task for those take part in the
communication process. In the international business diversity and chances for
cross cultural conflict are more. The ethical codes may be evolved for ensuring fair
play in communication.
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TYPES OF CITATIONS
Following are examples of the most common types of sources students find in
bibliographies and in databases:
Book Citation
Internet sources vary widely in quality and reliability. Always look at the
domain of a web site. Generally speaking, you can find reliable information
published by:
federal government agencies (.gov)
colleges and universities (.edu)
professional societies and organizations (.org).
MLA style is used for the above examples.
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