PRATHAMESH ANIL SALUNKE. MMS-Sem I Roll no.

58

ASSIGNMENT OF COMMUNICATION SKILLS

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Q.1 WRITE A SHORT NOTE ON : a) 7 Cs of communication:The message is said to be effective when the receiver understands the same meaning that the sender was intended to convey. For any communication in business, in order to be effective, it must have seven qualities. These seven attributes are called seven Cs of effective business communication. Seven Cs of Effective Business Communication: 1. Correctness 2. Clarity 3. Conciseness

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4. Completeness 5. Consideration 6. Concreteness 7. Courtesy 1. Correctness: At the time of encoding, if the encoder has comprehensive knowledge about the decoder of message, it makes the communication an ease. The encoder should know the status, knowledge and educational background of the decoder. Correctness means:

Use the right level of language Correct use of grammar, spelling and punctuation Accuracy in stating facts and figures Correctness in message helps in building confidence.

2. Clarity:

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Clarity demands the use of simple language and easy sentence structure in composing the message. When there is clarity in presenting ideas, its easy for the receiver/decoder to grasp the meaning being conveyed by the sender/encoder. Clarity makes comprehension easier. 3. Conciseness: A concise message saves time of both the sender and the receiver. Conciseness, in a business message, can be achieved by avoiding wordy expressions and repetition. Using brief and to the point sentences, including relevant material makes the message concise. Achieving conciseness does not mean to lose completeness of message. Conciseness saves time. 4. Completeness: By completeness means the message must bear all the necessary information to bring the response you desire. The sender should answer all the questions and with facts and figures and when desirable, go for

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extra details. Completeness brings the desired response. 5. Consideration: Consideration demands to put oneself in the place of receiver while composing a message. It refers to the use of You attitude, emphases positive pleasant facts, visualizing readers problems, desires, emotions and his response. Consideration means understanding of human nature.

6. Concreteness: Being definite, vivid and specific rather than vague, obscure and general leads to concreteness of the message. Facts and figures being presented in the message should be specif. Concreteness reinforces confidence.
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7. Courtesy: In business, almost everything starts and ends in courtesy. Courtesy means not only thinking about receiver but also valuing his feelings. Much can be achieved by using polite words and gestures, being appreciative, thoughtful, tactful, and showing respect to the receiver. Courtesy builds goodwill. Courtesy strengthen relations. b) Cultural barriers to communication: It is a fact that effective communication is the key to success in both personal and business relationships. In the absence of proper communication between two people, actions will not be in tandem with the actual motive. Many a time, the reason behind the lack of effective communication between two individuals is, the cultural differences between them. Be it an informal or a corporate setting, a gap is created in the communication between individuals coming from different cultures, as a result of which the message to be conveyed is misinterpreted or not understood.

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Cultural Barriers to Effective Communication Social and Economic Conditions: Individuals may not communicate with each other due to a difference in the status they hold in society. For example people holding higher ranks or posts or those with a higher position in society may experience difficulty in communicating with individuals holding lesser ranks or those on a lower social status. In the same way, those in a good economic condition may not communicate openly with people in a relatively lower financial status. This is observed at both personal and professional levels. For example, people from rich families may find a communication gap in interacting with people from the middle or lower middle class. A poor economic condition or lower status in society can make one feel inferior. Similarly, a very good economic condition or higher social status can make one feel superior, thus creating a communication gap between these two groups.

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Cultural Background: People coming from different countries may not find comfort in communicating or coordinating easily with one another. When people from different countries come together, their way of thinking varies. Some might be shy to communicate, while others open for communication. Owing to the difference in their cultural backgrounds, there is a difference in their upbringing, due to which there's a difference in their views and beliefs. Even the communication etiquette differs across the different countries, thus making it difficult for communication to even start. Language and Accent: Language is one cultural barrier that is observed in people coming from different parts of the world. Many of us hesitate to communicate with a foreigner because we are unable to understand his language or accent. For example, An Asian may not feel comfortable talking to an Australian, owing to his/her heavy English accent.

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Behaviour and Nature: Behaviour and human nature can be barriers in communication. Culture influences one's personality and the persona in turn impacts the way one thinks, behaves and communicates. For example, egoistic people may keep themselves away from communicating with the others around. Similarly, people with an inferiority complex may find it difficult to communicate freely. Also, a difference in personalities can lead to a communication gap in people. Extroverts can initiate communicate with no difficulty while introverts cannot. Good communication is possible only if both parties are ready to communicate, are able to understand the differences in their personalities and keep their personal differences aside. Religion: Being from different religions or castes can act as a barrier to communicate on a personal or professional level. Sometimes, a person may feel uncomfortable communicating with people from other religions. This is mainly because of the difference in the beliefs they share. Religious views impact the way one thinks and can lead to differences of opinion. But
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one must understand the reasons behind these differences and tackle them carefully. If this is done, religion would no longer remain a cultural barrier to communication. However, due to globalization and spread of education, the negative impact of this kind of barrier seems to be decreasing. All above are the cultural barriers to effective communication.

c) Circulars: Circulars or fliers are a highly effective way to communicate with employees or customers. Many companies use circulars to enforce dress codes and policies or invite employees to meetings or luncheons. Circulars can also be used as an advertising tool. There are a number of benefits to using circulars, but a circular must include certain features to be most effective. Additionally, distribution is important for circulars in business communication.
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Benefits Circulars are an inexpensive and fast way to distribute information. Managers can create a circular on their computer and print out multiple copies in 30 minutes or less. Circulars are also highly informative, depending on the level of information needed. For example, a company needs only a few lines of copy to inform employees about a seminar. Circulars can also be informal and non-obtrusive--people are free to read or ignore them. Features The most effective circulars usually have several key features. The most important feature is the heading, which targets a specific audience. "Need To Lose 10 Pounds This Month?" may be an effective circular heading for a company selling diet products, targeting people who need to lose weight. The heading leads readers into the body of the circular, which describes a particular offer, product or service in a bullet-point format. If people are interested, they will then look at the "contact information" or time and place of the sale, for example.
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d) Organizational barriers to communication: It is a fact that effective communication is the key to success in both personal and business relationships. In the absence of proper communication between two people, actions will not be in tandem with the actual motive. Many a time, the reason behind the lack of effective communication between two individuals is, the cultural differences between them. Be it an informal or a corporate setting, a gap is created in the communication between individuals coming from different cultures, as a result of which the message to be conveyed is misinterpreted or not understood. Organizational barriers to communication are as follows Poor planning: it refers to the designing, encoding, channel selection and conflicting signals in the organization.

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Structure complexities:- difficult organizational structure barrier for free flow of information. Appropriate communication process must be used. Status differences: it creates barrier for communication. Superior provides information to the subordinate about plans and policies. Different information Organizational distance:- distance between sender and receiver also creates barriers to effective communication. Information overload: if superior provides too much information to the subordinate in short period receiver suffers from information overload which creates barriers to effective communication. Timing: communication can be obstructed if not done on time. If the information is not provided in time it creates barriers to effective communication

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e) Gestures: Our bodily actions are equally strong as our words we use in communication. Movements of hands face, legs, and other parts of the body to express something could be either voluntary or an automatic instinctive response, and such activities are known as gestures. Purely expressive display of gestures allow us to convey our feelings, sentiments and thoughts very explicitly while there are certain actions that are only attributed to proxemics. In the latter, gestures are governed by the nature of the physical space we share with people surrounding us. Use of gestures in nonverbal communication is extensive while in verbal communication they are just an addition to words in order to make the communication more effective and appealing. Study of gestures and body language is not only given utmost importance in psychology but also in neurology because the brain plays a key role in controlling our body movements. Gestures are woven into the fabric of our daily lives. We wave, point, beckon, and use our hands when were arguing or
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speaking animatedlyexpressing ourselves with gestures often without thinking. However, the meaning of gestures can be very different across cultures and regions, so its important to be careful to avoid misinterpretation.

f)The process of listening: There are six basic stages of the listening process: hearing, attending, understanding, remembering, evaluating, and responding. These stages occur in sequence, but they generally performed with little awareness an often rapid succession. 1. HEARING - it refers to the response caused by sound waves stimulating the sensory receptors of the ear; it is physical response; hearing is perception of sound waves; you must hear to listen, but you need not listen to hear (perception necessary for listening depends on attention 2. ATTENTION- brain screens stimuli and permits only a select few to come into focus- these selective

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perception is known as attention, an important requirement for effective listening; strong stimuli like bright lights, sudden noiseare attention getters; attention to more commonplace or less striking stimuli requires special effort; postural adjustments are aided by physical changes in sensory receptor organs; receptor adjustments might include tensing of the ears tympanic muscle for better response to weak sounds 3. UNDERSTANDING- to understand symbols we have seen and heard, we must analyze the meaning of the stimuli we have perceived; symbolic stimuli are not only words but also sounds like applause and sights like blue uniform..that have symbolic meanings as well; the meanings attached to these symbols are a function of our past associations and of the context in which the symbols occur; for successful interpersonal communication, the listener must understand the intended meaning and the context assumed by the sender. 4. REMEMBERING- it is important listening process because it means that an individual has not only
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received and interpreted a message but has also added it to the minds storage bank; but just as our attention is selective, so too is our memory- what is remembered may be quite different from what was originally seen or heard. 5. EVALUATING- it is a stage in which active listeners participate; it is at these point that the active listener weighs evidence, sorts fact from opinion, and determines the presence or absence of bias or prejudice in a message; the effective listener makes sure that he or she doesnt begin this activity too soon ; beginning this stage of the process before a message is completed requires that we no longer hear and attend to the incoming message-as a result, the listening process ceases.

6. RESPONDING- this stage requires that the receiver complete the process through verbal and/or nonverbal feedback; because the speaker has no other way to determine if a message has been received, this stage becomes the only overt means by which the

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sender may determine the degree of success in transmitting the message.

g) Importance of oral communication in corporate world: Oral communication is as necessary as written communication. In fact both oral and written communication goes hand in hand. They are complementary to each other. Oral communication includes face to face conversations, meetings, interviews, seminars, teleconferencing and voice mails. The contents could be formals or informal. 1. Oral communication is quicker as most of the time it is unplanned .as this is face to face communication the sender receives feedback almost immediately and hence sender can present his message in a better manner.

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2. Reaching out to the group of people is the most important part in corporate communication. Oral communication most effective and useful way to reach out to groups of people. 3. Oral communication need not always be as formal as written communication and hence it helps to bond the sender and receiver in a better way. It is more personal. 4. The modulation in the voice conveys various moods of the speaker to the audience. The facial expressions speak much more than words. All these results to oral communication becoming a powerful tool for persuasion and convincing people.

h) Business reports: A business report is well organised representation of facts or an objective statement of

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an event that has taken place or exists. It must contain relevant facts and figures. Drafting of business report includes collection of data, analysis and arranging the facts in logical manner. This is necessary to facilitate decision making , solving a problem, sharing of data, investigation of an incident etc. Reports are important means not only for upward communication but also for horizontal communication. Business report must be : 1 .Reader oriented. 2. Precise and concise. 3. Accurate 4. Relevant 5. Objective and unbiased

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Q. 2 Content is king vs. how you speak is more important than what you speak comment on statement with your arguments.

In his March 1996 essay Bill Gates the founder of Microsoft corporation said that the content is the king. We have been fed with this rule day in and day out. However with the modernised business and the kind of complexity it has coupled with the evolution in social media would make anyone feel that the content is no more the king. There is no denying of the importance of content but in todays

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world not only what you say is important (content) but how you say is also important. I strongly feel that he game have changed in todays attention driven economy. In todays complex, complicated and competitive life only content is not important. Its really about audience nowadays. We can make our best efforts to serve a quality content to our audience. However its only up to the audience what they want to adopt. Of course quality content has a better chance of appealing to the audience, but quality content cannot ensure that what you message you want to convey to your audience would be sent perfectly as you want and hence now comes into the picture is how to speak. Our postures, body language, tone of voice, facial expression would make a better connection of our thought process and that of our audience.

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So its important not only to give a better content but also to learn how we can effectively convey it to our audience. In the other words, effective oral communication is the most important part to concentrate on.

Following are some points to effective communication: 1. The most important part of communication is the voice through which we can express our message. It should be loud and clear to be heard by the receiver. 2. Tone, pitch and stress on specific words are called as paralanguage. the modulation in the voice will help the audience to decode the message the way sender wants receiver to decode it. This is not possible only with the help of content. 3. Our gestures and the signs that body gives that is body language helps to emphasize on the key point.

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4. Body language conveys the meaning behind the word we use. 5. Its not always about how much knowledge you posses but how could you reach out to people and convey them about your thoughts is also important. This is where speaking gets an edge over the quality of content. 6. A good speaker will not only communicate the message to the receiver the way he wants them to receive but due to his good speaking ability he increases the quality of the content itself After studying all above points and many other parameters I came to a conclusion that the quality of content is the primary factor without which effective communication is impossible. However on the other hand how you convey your quality content to the receiver is more important. Merely having quality content with no speaking that is communication skills
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is not sufficient as you cannot convey your audience about the quality of content without aid of speaking skills. Hence how you speak is more important than what you speak.

Q.3

Presentation is designed to quickly introduce you

into the world of PowerPoint creation. It covers concepts of visual rhetoric, design, and good presentation skills. A little planning goes a long way. Most presentations are written in PowerPoint (or some other presentation package) without any sort of rhyme or reason. Thats bass-ackwards. Since the point of your slides is to illustrate and expand what you are going to say to your audience. You should know what you intend to say and then figure out how to visualize it. Unless you are an expert at improvising, make sure you write out or at least outline your presentation before trying to put together slides. And make sure your script follows good storytelling

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conventions: give it a beginning, middle, and end; have a clear arc that builds towards some sort of climax; make your audience appreciate each slide but be anxious to find out whats next; and when possible, always leave them wanting more. At any given moment, what should be on the screen is the thing youre talking about. Our audience will almost instantly read every slide as soon as its displayed; if you have the next four points you plan to make up there, theyll be three steps ahead of you, waiting for you to catch up rather than listening with interest to the point youre making. Plan your presentation so just one new point is displayed at any given moment. Bullet points can be revealed one at a time as you reach them. Charts can be put on the next slide to be referenced when you get to the data the chart displays. Your job as presenter is to control the flow of information so that you and your audience stay in sync.

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Where most presentations fail is that their authors, convinced they are producing some kind of stand-alone document, put everything they want to say onto their slides, in great big chunky blocks of text. Congratulations. Youve just killed a roomful of people. Cause of death: terminal boredom poisoning. Your slides are the illustrations for your presentation, not the presentation itself. They should underline and reinforce what youre saying as you give your presentation save the paragraphs of text for your script. PowerPoint and other presentation software have functions to display notes onto the presenters screen that do not get sent to the projector, or you can use note cards, a separate word processor document, or your memory. Just dont put it on the screen and for goodness sake, if you do for some reason put it on the screen, dont stand with your back to your audience and read it from the screen! Especially when youve done a presentation before, it can be easy to fall into a drone, going on and on and on and on and on with only minimal changes to your inflection. Always speak as if you were speaking to a

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friend, not as if you are reading off of index cards (even if you are). If keeping up a lively and personable tone of voice is difficult for you when presenting, do a couple of practice run-throughs. If you still cant get it right and presentations are a big part of your job, take a public speaking course or join Toastmasters. Pre-Talk Preparation

Plan to get there a few minutes early to set up and test Dress appropriately for your audience. Turn off your cell phone. Handouts:

the equipment.

Edward Tufte, the leading expert on visual presentation

techniques, advises speakers to always prepare a handout when giving a PowerPoint presentation.

Make about 10% more handouts than you expect to use. Distribute handouts at the beginning of your talk. Opening:

Jump right in and get to the point.

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Give your rehearsed opening statement; don't improvise Use the opening to catch the interest and attention of the Briefly state the problem or topic you will be discussing. Briefly summarize your main theme for an idea or

at the last moment.

audience.

solution. Speaking

Talk at a natural, moderate rate of speech Project your voice. Speak clearly and distinctly. Repeat critical information. Pause briefly to give your audience time to digest the Dont read the slides aloud. Your audience can read them If you plan to write on the slides to emphasize key points ahead of time. To select

information on each new slide.

far faster than you can talk.

during the presentation, practice

the writing tool right-click during the presentation. Body Language

Keep your eyes on the audience

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Use natural gestures. Dont turn your back to the audience. Dont hide behind the lectern. Avoid looking at your notes. Only use them as reference dont read.

points to keep you on track. Talk, Questions:

Always leave time for a few questions at the end of the If you allow questions during the talk, the presentation You can jump directly to a slide by typing its number or

talk.

time will be about 25% more than the practice time.

by right-clicking during the presentation and choosing from the slide titles.

Relax. If youve done the research you can easily answer Some questions are too specific or personal. Politely If you cant answer a question, say so. Dont apologize. I

most questions.

refuse to answer.

dont have that information. Ill try to find out for you. Length:

To end on time, you must PRACTICE!

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When practicing, try to end early. You need to allow time

for audience interruptions and questions.

Demeanor:

Show some enthusiasm. Nobody wants to listen to a dull

presentation. On the other hand, dont overdo it. Nobody talks and gestures like a maniac in real life. How would you explain your ideas to a friend?

Involve your audience. Ask questions, make eye contact, Dont get distracted by audience noises or movements. Youll forget a minor point or two. Everybody does. If you temporarily lose your train of thought you can gain

and use humor.

time to recover by asking if the audience has any questions. Conclusion:

Close the sale. Concisely summarize your key concepts and the main Resist the temptation to add a few last impromptu words.

ideas of your presentation.

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End your talk with the summary statement or question

you have prepared. What do you want them to do? What do you want them to remember?

Consider alternatives to Questions? for your closing

slide. A summary of your key points, a cartoon, a team logo, or a company logo may be stronger.

Q.4 what are the essential attributes of good speaking skills and how to improve them. Speaking that is oral communication skills are as important as written communication skills. In fact both goes hand in hand having same objective of persuasion, sending information and creating goodwill. Following are some attributes of good speaking skill. A Clear, Concise Message

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Having primary purpose in mind when while beginning communication is important. Simplify thoughts can present point in a precise manner. Empathy for the Recipient Empathy involves putting yourself in the other persons shoes. Effective speakers always see the situation from the perspective of the other person, including the emotions that might be involved with the message. Effective Listening Speaking isnt all about talking to someone. Effective listening means really hearing what the other person is saying as well. Paraphrasing the message and repeating it back to the individual will let you know you understood their point accurately. Asking for Clarification, when Necessary Effective speakers arent afraid to ask for clarification if they dont understand the message they are receiving. When you ask for clearer understanding, it shows that

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you really care what the person is talking about and ensures the conversation proceeds appropriately. Awareness of Body Language Body language makes up a large percentage of our messages, so effective speakers learn how to tune into the nonverbal message they are sending. A god speaker Avoids potentially offensive body language like fidgeting, biting your lip or rolling your eyes that might convey boredom, cynicism or lack of honesty. A Positive Attitude No one likes to listen to a complainer, so effective speakers work hard to keep their messages positive. Instead of using phrases like, I cant or We wont in your conversations, focus on what you can do for others. However there is always a scope for improvement in speaking skills. Following are some points to improve speaking skills.

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Research a topic Good speakers stick to what they know. Great speakers convey their message. Focus Help your audience grasp your message by focusing on your message. Stories, humour, or other sidebars should connect to the core idea. Anything that doesnt needs to be edited out. Organize ideas logically A well-organized presentation can be absorbed with minimal mental strain. Bridging is key. Employ quotations, facts, and statistics Dont include these for the sake of including them, but do use them appropriately to complement your ideas. Master metaphors Metaphors enhance the understanding ability of the message in a way that direct language often cannot . research what they need to

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Tell a story Everyone loves a story. Points wrapped up in a story are more memorable, too! Q.5 Why are business reports used? Discuss various guidelines to writing business reports. A business report is a document that conveys specific information about your business to other individuals. Sometimes those other individuals are employees and sometime they are investors. The information it conveys may vary depending on audience. Making of business reports includes collection of data, analysis, arranging the facts in logical manner. Business reports can be used for following reasons. Problem Solving Many business reports are written to illustrate a specific problem within the company. These types of reports present a problem along with solutions to help correct the problems. This type of report is often
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directed at employees. An example problem that a business report may address for employees would be a situation in which the company may be looking to downsize. This affects employees. The business report might state the standing of the business and why it may be forced to downsize. The report may also enlist the help of employees to find ways to avoid the downsize. Financial Reporting A business report might be written from a financial statement perspective. This type of business report will be aimed at advisers. To an extent, it can be used to inform employees about the financial standing of the company as well. A business report may be presented for this purpose at the end of each fiscal year. Marketing Reports A business report can be important when setting up marketing strategies. Before entering a new market or targeting consumers, a company may write a business report that an advertising agency can use to help
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devise a marketing strategy. There may also be a separate report written to help obtain financing for a media push. Business Communication While some smaller companies may not find themselves writing a great deal of business reports, larger companies use business reports throughout the year. A business report can be the best way a company has to communicate vital financial and background information to others. Many larger companies that write business reports throughout the year to employees and for board members hire a staff who do nothing but keep abreast of company changes and write current business reports. Depending on the situation, failing to have a wellwritten business report to present when you need one can make it difficult to acquire funding, cause company turmoil or may make it difficult to achieve company goals.

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Following are some of the guidelines to write a business report 1. A business report coveys the information to the business to assist in decision making and hence purpose behind making a report should be clear. 2. Many a times the scope of the report is made too general which is not a right thing to do. Scope of the report should be made very specific as many business reports serve a specific objective or strategy of an organisation. 3. Business reports are going to be studied by various groups of people in the organisation, various groups as well as top level executives and hence while making a business report the makers of report should consider the audience of the report. 4. A good business report should contain good amount of statistical data and analysis to support the facts included in report. 5. Business reports are nothing but research and analysis papers which would help the entrepreneur to take further decision and hence business report should determine the conclusion or findings and
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make appropriate recommendations to the entrepreneur. All above are guidelines to make a good business report.

PAPER NO. 2 Q.1 WRITE SHORT NOTES ON:

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a. Grapevine: Grapevine is a form of informal communication which does not follow any line of authority and it is multi directional in nature. Generally the origin and destination of the grapevine is not traceable. It deals with formal and informal information and is usually faster mode of communication than formal communication. Although the grapevines are used as synonyms to gossips the studies have shown that the information circulating through grapevines are most of the time right. Grapevines are not considered as a trusted way of getting information as it is informal one. Many of the employees seek this source of information. Grape vines are the kind of informal communication which may affect the decision making process and may divide and create the loyalties. c. Voice modulation:

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While making an oral communication the language used will have to be modified according to situations, functions and objectives. As they have to be tailored as per specific purpose specialise vocabulary, terms and phrases have to be used. This

is called as voice modulation. For a better connect with audience effective use of voice modulation as per the situation is important.

d. Body language: What you are speaking to your audience is not enough to make your audience understand the intensity of your feelings. With verbal communication, non verbal communication also plays an important

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role in communication process and body language is the most important part of non verbal communication. Speakers silent signals exert a strong influence on the receiver the speech provides the oral message while the body conveys non verbal message that adds more meaning to the speech. Unconsciously our body sends out many messages through the way we look at someone, we interact with someone and the way we dress etc. Body language includes: o Facial expressions o Gestures o Postures o Appearance o Space e. Non verbal communication: Communication without the use of the words is non verbal communication. Human from earliest times

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is using non verbal communication. Non verbal communication happens all the time and is everywhere. It is spontaneous and not usually planned. It can convey the message alone or with the help of verbal communication. There are many gestures, signs, symbols and signals that are accepted universally. There are also many more non verbal expressions that are specific to persons, regions and religions, cultures and so on. As expressions are not structures it is difficult to master it. Through body language people communicate meaning to others with their bodies in interpersonal interaction. Body language is an important supplement to verbal communication in most parts of the world. The face and the hands are important sources of body language in work situations. The facial expression also conveys meaning. Facial expressions along with intonations can show arrogance, aggressiveness, fear, shyness and other characteristics that would never be communicated if

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you read a transcript of what has been said. The way individuals place themselves in terms of physical distance also has meaning. If someone stands closer to you than what is considered appropriate, it may indicate aggressiveness or sexual interest. If further away than usual, it may mean disinterest or displeasure with what is being said.

Q. 3 Describe any two aspects of non verbal communication and give examples how each can be used to convey a positive message at workplace.

Communication without the use of the words is non verbal communication. Human from earliest times is using non verbal communication. Non verbal communication happens all the time and is everywhere. It is spontaneous and not usually

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planned. It can convey the message alone or with the help of verbal communication. There are many gestures, signs, symbols and signals that are accepted universally. There are also many more non verbal expressions that are specific to persons, regions and religions, cultures and so on. As expressions are not structures it is difficult to master it. Through body language people communicate meaning to others with their bodies in interpersonal interaction. Body language is an important supplement to verbal communication in most parts of the world. The face and the hands are important sources of body language in work situations. The facial expression also conveys meaning. Facial expressions along with intonations can show arrogance, aggressiveness, fear, shyness and other characteristics that would never be communicated if you read a transcript of what has been said. The way individuals place themselves in terms of physical distance also has meaning.

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If someone stands closer to you than what is considered appropriate, it may indicate aggressiveness or sexual interest. If further away than usual, it may mean disinterest or displeasure with what is being said.

Following are two aspects of non verbal communication explained: 1. Body language: . Speakers silent signals exert a strong influence on the receiver the speech provides the oral message while the body conveys non verbal message that adds more meaning to the speech. Unconsciously our body sends out many messages through the way we look at someone, we interact with someone and the way we dress etc. Body language includes: o Facial expressions

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o Gestures o Postures o Appearance o Space Body language is an important part of non verbal communication. Our postures, facial expressions, gestures always send a message to the person in front of you and hence at workplace using these body language positive manner is important. For example:

In corporate world, presentations are nowadays common. Almost every day one or other presentation takes place. If you are a part of team in front of which presentation has to done you can always send a message to presenter that you agree with what he is saying. This would help the presenter to present in a better manner.

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2.colour and layout: The use of colour is symbolic. At various places and occasions various colours are been used. People gathering in white at a house convey death in that house. Certain colours are being used political parties. In international sport meets players are recognized by the colour of jerseys they were. Most of the Christian brides wears white on their wedding on the other hand hindu brides never wear white in the wedding. Besides colour layout and structure of the office rooms also plays an important role in non verbal communication. For example: Red colour used by Vodafone and its adoption in total layout of its customer service centre is the best example of colour used as a part of non verbal communication. When we see a customer

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service centre with red layout we are pretty sure that it is Vodafone. All above are the aspects of non verbal communication.

Q.4Which type of listening is required in workplace? Explain with suitable examples Listening is a highly complex, interactive process by which spoken language is converted to meaning in the mind. As this definition suggests, listening is more than just hearing, although these two terms are often used synonymously. Hearing is only an important component of listening. Listening is a specialized form of hearing and is the primary function of the ear. The most crucial part of the listening process is thinking or converting to meaning what one hears. Hearing is a passive process. It is merely the detection of sounds around us. Normally, we come across hearing in certain situations. Listening is an active process. It involves the
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conscious desire to determine the meaning of what is heard. While listening, one is engaged in processing the date, reconstructing the data and also giving meaning to the data. There are several different types of listening as: Discriminative listening Discriminative listening is the most basic type of listening, whereby the difference between difference sounds is identified. If you cannot hear differences, then you cannot make sense of the meaning that is expressed by such differences. We learn to discriminate between sounds within our own language early, and later are unable to discriminate between the phonemes of other languages. This is one reason why a person from one country finds it difficult to speak another language perfectly, as they are unable distinguish the subtle sounds that are required in that language. Likewise, a person who that are

required the most at workplace, which may be classified

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cannot hear the subtleties of emotional variation in another person's voice will be less likely to be able to discern the emotions the other person is experiencing. Listening is a visual as well as auditory act, as we communicate much through body language. We thus also need to be able to discriminate between muscle and skeletal movements that signify different meanings. Biased listening Biased listening happens when the person hears only what they want to hear, typically misinterpreting what the other person says based on the stereo types and other biases that they have. Such biased listening is often very evaluative in nature. Evaluative listening In evaluative listening, or critical listening, we make judgments about what the other person is saying. We seek to assess the truth of what is being said. We also judge what they say against our values, assessing

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them as good or bad, worthy or unworthy. Evaluative listening is particularly pertinent when the other person is trying to persuade us, perhaps to change our behavior and maybe even to change ourbelief. Within this, we also discriminate between subtleties of language and comprehend the inner meaning of what is said. Typically also we weigh up the pros and cons of an argument, determining whether it makes sense logically as well as whether it is helpful to us. Evaluative listening is also called critical, judgmental or interpretive listening. Appreciative listening In appreciative listening, we seek certain information which will appreciate, for example that which helps meet our needs and goals. We use appreciative listening when we are listening to good music, poetry or may be even the stirring words of a great leader. Sympathetic listening In sympathetic listening
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we care about the other person and show this concern in the way we pay close attention and express our sorrow for their ills and happiness at their joys. Empathetic listening When we listen empathetically, we go beyond sympathy to seek a truer understand how others are feeling. This requires excellent discrimination and close attention to the nuances of emotional signals. When we are being truly empathetic, we actually feel what they are feeling. In order to get others to expose these deep parts of themselves to us, we also need to demonstrate our empathy in our demeanour towards them, asking sensitively and in a way that encourages self-disclosure. Therapeutic listening In therapeutic listening, the listener has a purpose of not only empathizing with the speaker but also to use this deep connection in order to help the speaker understand,

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change or develop in some way. This not only happens when you go to see a therapist but also in many social situations, where friends and family seek to both diagnose problems from listening and also to help the speaker cure themselves, perhaps by some cathartic process. This also happens in work situations, where managers, HR people, trainers and coaches seek to help employees learn and develop. Relationship listening Sometimes the most important factor in listening is in order to develop or sustain a relationship. This is why lovers talk for hours and attend closely to what each other has to say when the same words from someone else would seem to be rather boring. Relationship listening is also important in areas such as negotiation and sales, where it is helpful if the other person likes you and trusts you. False listening

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False listening occurs where a person is pretending to listen but is not hearing anything that is being said. They may nod, smile and grunt in all the right places, but do not actually take in anything that is said. This is a skill that may be finely honed by people who do a lot of inconsequential listening, such as politicians and royalty. Their goal with their audience is to make a good impression in very short space of time before they move on, never to talk to that person again. It is also something practiced by couples, particularly where one side does most of the talking. However, the need for relationship here can lead to this being spotted ('You're not listening again!') and consequent conflict.

Initial listening Sometimes when we listen we hear the first few words and then start to think about what we want to say in return. We then look for a point at which we can

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interrupt. We are also not listening then as we are spending more time rehearsing what we are going to say about their initial point. Selective listening Selective listening involves listening for particular things and ignoring others. We thus hear what we want to hear and pay little attention to 'extraneous' detail. Partial listening Partial listening is what most of us do most of the time. We listen to the other person with the best of intent and then become distracted, either by stray thoughts or by something that the other person has said. We consequently dip inside our own heads for a short while as we figure out what they really mean or formulate a question for them, before coming back into the room and starting to listen again. This can be problematic when the other person has moved on and we are unable to pick up the threads of what is being said. We thus easily can fall into false listening, at least for a short while. This can be embarrassing, of
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course, if they suddenly ask your opinion. A tip here: own up, admitting that you had lost the thread of the conversation and asking them to repeat what was said. Full listening Full listening happens where the listener pays close and careful attention to what is being said, seeking carefully to understand the full content that the speaker is seeking to put across. This may be very active form of listening, with pauses for summaries and testing that understanding is complete. By the end of the conversation, the listener and the speaker will probably agree that the listener has fully understood what was said. Full listening takes much more effort than partial listening, as it requires close concentration, possibly for a protracted period. It also requires skills of understanding and summary. Deep listening

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Beyond the intensity of full listening, you can also reach into a form of listening that not only hears what is said but also seeks to understand the whole person behind the words. In deep listening, you listen between the lines of what is said, hearing the emotion, watching the body language, detecting needs and goals, identifying preferences and biases, perceiving beliefs and values, and soon.

Q.5 In your opinion, does the success of meeting depend more on the chairperson or the participant? justify your answer According to me the success of a meeting depends more on chairperson. Because he is the one who has to take control and give the direction for successful meeting. It is the chairperson responsibility to make sure that each one of them are involved and participating in the meeting. The chairperson should create an environment for common understanding between them. The chairperson should have great

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communication skill. The chairperson should involve each participant because communication is sharing of information between two or more persons, with continuous feedback. Irrespective of the setting in which communication takes place or the number of people that are involved, all communication consists of certain key elements. The key elements are as follows: Sender or Encoder This is the person who transmits a message. For example, a manager is writing a letter of apology to a customer regarding a defective product, or a sales manager making a presentation to his sales team. Receiver or Decoder The person who notices and decodes, or attaches some meaning to a message. Decoding may not always be accurate and a wrong meaning may be attached to a message. For example, a friendly joke might be taken as an offense, or feedback given to a subordinate by a superior might be taken in the wrong sense.
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Message This is any signal that triggers the response of a receiver Messages may be intentional (as in the example of the sales presentation given above) or unintentional (non-verbal signals such as yawns that convey the message of boredom). Channel This refers to the medium or the method used to deliver the message As a business executive, you will often have a choice of channels. For example, you could communicate with a customer through a letter, through email or telephone. Feedback Most communication is two-way. Receivers generally respond to messages for example, students may ask questions during a lecture session and an employer may tell an employee that he has to think about his proposal. This response to a senders message

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is called feedback. This kind of feedback is oral. Sometimes feedback could also be written, as when you respond to a customers letter of complaint, for example. Another times, feedback could be non-verbal, as in smiles and nods of appreciation during a talk or presentation. Even failure to respond could be considered as feedback, since it may indicate a lack of interest or indifference to the senders message. Due to the element of feedback, people are simultaneously senders and receivers of information in face-to-face communication. Noise-Communication fails when the message received is not identical to the message that is sent. Several factors could interfere with the exchange of messages. Noise refers to all these factors that disrupt the communication.

Q.6 How do memos differ from other written communication channels? Give examples of two
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business situations that would require either an informational or persuasive memo

The word memo is a short form for memorandum, which is derived from the Latin word which means a thing which must be remembered. It is also referred to as an inter office memorandum ,since it is used primarily as a tool for communicating within the organization. The memo is essentially a condensed or a brief report, that can be used to convey information and decisions, or to make short requests to coworkers, superiors and subordinates. It is relatively informal in style, compared to letters and long reports, and is unpretentious and concise. It is important for the business executive to know how to write condensed reports or memos. Often, business executives may also be asked to condense business articles for their superiors. This is essentially the same

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as prcis writing, where an articles condensed to one fourth its size, without losing the essence or meaning. Principles of Business Letter Writing Business letters are used primarily to communicate with external stakeholders such as consumers, intermediaries, government and bankers. The principles of business letter writing are somewhat different from the principles of writing general letters. Business letters are much more formal than general letters. Before we go into the specifics of business letter writing, let us look briefly at some of these principlesConsideration and Courtesy It is very important to retain the goodwill of customers andother external publics. A discourteous, rude letter can make you lose business. Therefore,the business letter should be extremely polite at all times and mindful of the Ps and Qs, that is, the words
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please, thank you and sorry. Even if you happen to get a rude letter from customer, you must respond politely, in order to retain the customer. If the company has been at fault, it is important to apologize to the customer for the mistake and for the inconvenience caused. The overall tone should not be negative. For example, avoid saying We cannot grant your request. Instead state it in a more tactful way, explaining the reasons for not being able to grant the request. If you are sending a job rejection letter to a candidate, it should be worded politely and in a positive tone. Consideration means that you should appeal to the readers interest. The importance of stressing the you attitude rather than the me attitude was dealt with in an earlier unit. This is similar to the language of advertisements, which talk about the benefits of the product to the end user. For example, instead of saying We will be open 24 hours, say You can avail of round-the-clock service.*

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Directness and Conciseness Business letters should be brief and to the point, avoiding unnecessary details and round about expressions. A typical Indian tendency is to be too wordy or verbose, using redundancies and unnecessary words. Business letters should give maximum information to the reader, using minimum words.* Clarity and Precision Business letters should be clearly worded, avoiding the use of jargon or technical terms, and slang words. Concrete words should be used, so that there is no ambiguity. Example : Instead of saying I received your communication, it is better to be more precise by saying I received your letter.The letter should include a single main idea and paragraphs should be used to elaborate on sub ideas.* Appearance Apart from the content, the format, layout and overall look of the letter should be equally appealing to the reader. Attention should be paid to the quality
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of paper used. The margins should be appropriate, including one inch on each side and one and a half inches on top and at the bottom. A business letter should include the following standard components 1.Date in the upper right hand corner 2.The To address above the salutation in the upper left hand corner. 3.The Salutation When addressing a firm, M/s should be used before the name of the firm. Since business letters are formal, the appropriate salutation when addressing an individual is Dear Mr./Ms., followed by the last name, rather than the first name, which is informal. If the gender of the reader is not known, it is better to use a neutral salutation, such as Dear Customer or Investor. 4.Sometimes, an Attention Line may be included below the salutation, in order to ensure prompt

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action. For example, Attention : John Smith, HR Manager. 5.ASubject Line indicates the purpose of the letter and is placed between the salutation and the first line of the letter. 6.The Body of the letter includes an explanation of the main idea(s).

7.The Close is the ending of the letter and should be polite and friendly, so as to retain goodwill. A standard close for a business letter is Yours faithfully or sincerely.

8.Enclosures Sometimes, a business letter may include an enclosure such as a pamphlet or a brochure, in which case this should be indicated at

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the end, below the signature line, as Encl : 2, meaning two enclosures.Self Assessment Question Are the following statements true or false?1.

The language of business letters is similar to the language of advertising. Every business letter should have a salutation, a body and a close. The tone of a business letter is more important than the format.

Types of Business Letters Business letters may be used to communicate for a variety of purposes, including routine correspondence, building good rapport, conveying pleasant or unpleasant news and persuading customers to buy the companys products.

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The types of messages conveyed through business letters may be categorized into three broad types 1. Routine messages2. Bad news messages3. Persuasive messages We shall discuss these three categories in detail, including the guidelines and appropriate format to be used in each case.11.3.1 Routine Letters Routine letters are letters on routine matters pertaining to day-to-day operations .Most of the business correspondence of the typical manager is on routine matters. The most common types of routine letters are 1. Routine Requests and Replies A routine request is a from a customer, asking for information on the companys products, or for product catlogs and brochures. It is termed a routine request, since the receiver of the letter is expected to do what is asked inthe letter, without having to be persuaded. In general, all

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organizations will respond to such requests spontaneously, since it is an opportunity for them to promote their products. The response to such requests is known as a routine reply.A sample routine reply letter in response to a customer request.

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Q.7 What are the relative advantages and disadvantages of email compared to other written communication channels? Suggest two ways to overcome with the disadvantages of e-mail. One of the instant forms of business communication is email. But email has several downfalls to go along with its benefits that make it a challenging way to send information. Before you get involved in an email conversation with a business associate, you should spend some time understanding the advantages and disadvantages of using email as a business communications tool. Email, or electronic mail, allows people to communicate with others literally around the world using digital messages transferred across the Internet. Email messages contact a subject line, body copy and may also include attachments of documents or images. Within the body of the email, you can also link to websites and other

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online information. While email offers many benefits, it also has its drawbacks. Email Offers a Low-Cost Communication Option Email allows you to send messages to others within your organization or around the world with no incremental cost associated with the individual message. While you incur infrastructure costs -- paying for the computer and service providers that allow you to send and receive email -- the email itself is free and virtually unlimited. While this is a tremendous cost savings for businesses and individuals who no longer pay for postage, the U.S. Postal Service has suffered. As a for-profit business, the USPS no longer receives the revenue represented by millions of emails that were formerly sent using a stamp. Email is Fast When you send a message via email it often reaches intended recipients in just a few moments. Email also tells you if and when your email has been read by your

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recipients. That isn't possible when sending a letter through traditional means without additional, sometimes cumbersome processes. There is a downside, of course. For email to reach its intended recipients, you must know the exact email address of the recipient, spelling everything correctly or risk having it returned to you, undeliverable. In addition, overactive spam filters installed in many circumstances divert incoming email into a junk mail file if the sender isn't readily identifiable. Availability Thousands of email messages can be archived into folders on your computer or handheld communication device such as a cell phone to be retrieved when you need them. The convenience of email prevents you from having to keep file folders filled with papers and it makes your important correspondence portable. Cost-Effective Aside from the cost of your Internet connection, email is free. You can send as many messages, files, videos, documents and presentations as you want without having
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to pay anything. It significantly reduces your company's shipping and postage costs. Vulnerability It would take a manual effort on the part of someone to access all of your important printed documents and destroy them. But all of your emails and important information can be lost with a simple hard-drive crash. If you store your email information on another server, then you could lose your data if that site goes down or out of business. Accessibility When someone hands you a business letter, you are the only person that receives that letter. An email can be intercepted by a hacker or go to an incorrect email address and wind up in someone else's inbox. Your sensitive information and messages are very accessible to hackers and even unsuspecting recipients when you use email. Emotionless A disadvantage of email is that people tend to treat it like a conversation because email can happen so quickly and
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they begin to use slang terms and try to carry on conversations via email. Because email recipients cannot see each other, the emails do not have any voice inflection or emotion that can help with proper interpretation.

Security Sensitive information can be easily shared and distributed within a business through email. It does not matter if the email is sent accidentally or deliberately, the harm is the same. Impersonal Communication While email can be faster, the meaning of the message is often lost in the text. It can make customers or employees forget there are people involved in the transaction, which can affect customer service. Misunderstanding Pronouns and popular jargon can lead to conflict in emails. In addition, email is filled with abbreviations and short descriptions, which can often be misunderstood and/or interpreted the wrong way.
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PAPER NO. 3 Q.1 (a) INFORMAL COMMUNICATION IN ORGANIZATIONS. Informal communication refers to interchange of TOOLKIT-5 information unofficially. This communication is based on informal relations (like friendship, membership of the same club, the same place of birth, etc.) and, therefore, is free from all the organizational formalities. The exchange of informal messages usually takes place on the occasion of community meals, social
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occasions, parties, etc. On such occasions, the superiors gather such information from their subordinates as may be difficult to get through formal communication. Such communication includes comments, suggestions, etc. Communication forms the backbone of any organization and for the success of the same, the communication has to be efficient, informative, insightful and accurate. Informal communication plays an important role for the need to belong to groups within an organization. Personal relations are maintained by means of informal conversations. When people do not have the feeling to belong to a certain group, this has negative effects on the physical and emotional wellbeing of people. (b) Benefits of upward communication. Upward communication is the flow of information from front line employees to managers, supervisors and directors. Upward communication keeps managers aware of how employees feel about their jobs, policies and procedures, and the business in general. Some benefits of upward communication are
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 Managers can get feedback from employees that can help improve organizational development. Employees who are encouraged to provide feedback feel respected and that they have a say in how the organization is run. Mutual trust brings employees and managers closer to each other. As trust grows, relationships between employees and managers become stronger. Front line employees do the work every day. They can usually tell managers if something works or doesn't work. Employees can be instrumental in forming new policies or changing those that are outdated. (c) Limitations of using letters as a communication tool. Some rules must be followed in drafting a letter. To follow the rules is a limitation of the business letter, because experience is necessary of the letter, as experience is necessary to write it. Letter is an old written means of communication. But there are many modern forms of written communication. Sometimes business letter is written in complex language for lacking of sense. If it occurs, business letter becomes meaningless. In this modern era of communication
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letter

is

considered

as

slow

moving

tool

of

communication. It takes more time than any other form of communication. But the modern devices take no time to send written document such as e-mail, fax etc. Sometimes business letter fails to maintain business secrecy. In comparison to other form of communication business letter is costly.

(d) External Communication. External communication denotes the exchange of messages and information between an individual and a group or an organization and other organizations, outside the formal communication structure. This type of communication is targeted at facilitating cooperation within groups and individuals like investors, suppliers, and shareholders. A variety of channels may be used for external communication, including face-to-face meetings, print or broadcast media, and electronic communication technologies such as the Internet. External communication includes the fields of PR,
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media

relations, Unlike

advertising, internal to

and

marketing

management. communications, policies and directed at employees explain

procedures, external communication devices promote sales and publicity, generate sponsorship, announce events, products or services and support branding. Marketing professionals use persuasive techniques to influence others in their external communication strategies.

Q.2

manager

performs how

various

roles

in

an

organization.

Explain

communication

helps

him/her to perform the various roles. Successful organizations are led by visionary leaders with a clear understanding statement. Part of of the the organization's mission

manager's role is to lead his team in developing the mission statement. This helps everyone focus on the organization's main purpose. It is also the manager's role to implement the mission statement by breaking
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it down into specific, achievable goals. Managers help the workers to recognize how the work they do relates to the overall goal of the organization. Managers who are visionary leaders constantly mentor their staff. It's their role to recognize talent and groom employees for positions of additional responsibility. They contribute to the professional development of their employees by conducting performance appraisals and encouraging personal growth and increased productivity. It's also the manager's role to evaluate information when it is received, to determine who should receive the information and how it will be communicated. Managers use their judgment to decide what is relevant to pass on to their supervisors and what to share with their workers. Managers must communicate information at the most suitable time, using the most appropriate method of communication whether it be face-to-face at a meeting, via electronic technology or in print. Communication is one of the most important aspects of management. Without strong
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communication, employees won't even understand what the manager wants them to accomplish. Effective communication also helps employees to value their jobs more by minimizing conflicts and letting each employee feel heard. A manager must develop a structure for communication in the workplace. This means mapping the communication channels for each aspect of business. For example, employees must understand whom they must go to for approval after completing a project. Employees also need structure on a daily basis. Managers should announce well in advance when meetings will be held, so employees can prepare questions and feedback. They must discuss with employees how much collaboration their job should involve on a daily and weekly basis, and with whom. They should also require weekly reports from employees on how they performed that week, and how they expect to perform in the coming week. To cultivate team spirit, managers must lead team members in solving problems together. A manager who leads as a dictator will keep team
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members from using their talents, feeling appreciated and communicating as a team. A good leader seeks input from team members and leads brainstorming sessions in which they collaborate on solutions. This ensures team members feel invested in solving the problems. Presenting data visually helps managers communicate the information better -- if they do it well. Graphs, charts and tables should help people understand information immediate An overabundance of information in one image makes them confusing, so managers should include only the most crucial information in such an image. This means ensuring they have a clear purpose for the image, not just adding it to make a presentation look flashy. A good manager develops a conflictmanagement policy to address conflicts before they start. Additionally, he communicates the protocol to employees so they will take responsibility for managing conflicts wisely. He must be a good listener to solve conflicts, and he should refrain from taking

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sides. Assuring employees he has an open-door policy will encourage them to turn to him for assistance. A manager must understand how cultural backgrounds affect communication. An employee from a different culture or subculture may perceive the manager's words and actions differently than someone from the manager's culture. A good manager strives to learn what is polite and acceptable, both verbally and non verbally, in the cultures and subcultures of her employees. A manager must also strive to communicate confidently, knowing when to be firmer and when to be more relaxed. In a meeting with his team, for instance, he must make eye contact with all team members, speak assertively, maintain confident posture, and speak with emphasis, not in a monotone. Finally, a strong manager strives to have clear, concise and well-organized writing. She also strives to keep her in-office correspondence free from typos as well as inaccurate statements. Strong writing helps employees to see their manager as more professional.
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Q.3

What

are

the

important

parts

of

the

communication process ? Communication can best be summarized as the transmission of a message from a sender to a receiver in an understandable manner. The importance of effective communication is immeasurable in the world of business and in personal life. From a business perspective, effective communication is an absolute must, because it commonly accounts for the difference between success and failure or profit and loss. It has become clear that effective business communication is critical to the successful operation of modern enterprise. Every business person needs to understand the fundamentals of effective communication. The communication process is the guide toward realizing effective communication. It is through the communication process that the sharing of a common meaning between the sender and the receiver takes place. Individuals that follow the communication process will have the opportunity to become more productive in every aspect of their
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profession.

Effective

communication

leads

to

understanding. The communication process is made up of four key components. Those components include encoding, medium of transmission, decoding, and feedback. There are also two other factors in the process, and those two factors are present in the form of the sender and the receiver. The communication process begins with the sender and ends with the receiver. The sender is an individual, group, or organization who initiates the communication. This source is initially responsible for the success of the message. The sender's experiences, attitudes, knowledge, skill, perceptions, and culture influence the message. "The written words, spoken words, and nonverbal language selected are paramount in ensuring the receiver interprets the message as intended by the sender" (Burnett & Dollar, 1989). All communication begins with the sender. The first step the sender is faced with involves the encoding process. In order to convey meaning, the sender must begin encoding, which means translating

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information into a message in the form of symbols that represent ideas or concepts. This process translates the ideas or concepts into the coded message that will be communicated. The symbols can take on numerous forms such as, languages, words, or gestures. These symbols are used to encode ideas into messages that others can understand. When encoding a message, the sender has to begin by deciding what he/she wants to transmit. This decision by the sender is based on what he/she believes about the receivers knowledge and assumptions, along with what additional information he/she wants the receiver to have. It is important for the sender to use symbols that are familiar to the intended receiver. A good way for the sender to improve encoding their message, is to mentally visualize the communication from the receiver's point of view. To begin transmitting the message, the sender uses some kind of channel (also called a medium). The channel is the means used to convey the message. Most channels are either oral or written, but currently visual

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channels are becoming more common as technology expands. Common channels include the telephone and a variety of written forms such as memos, letters, and reports. The effectiveness of the various channels fluctuates depending on the characteristics of the communication. For example, when immediate feedback is necessary, oral communication channels are more effective because any uncertainties can be cleared up on the spot. In a situation where the message must be delivered to more than a small group of people, written channels are often more effective. Although in many cases, both oral and written channels should be used because one supplements the other. If a sender relays a message through an inappropriate channel, its message may not reach the right receivers. That is why senders need to keep in mind that selecting the appropriate channel will greatly assist in the effectiveness of the receiver's understanding. The sender's decision to utilize either an oral or a written channel for communicating a message is influenced by several factors. The sender should ask him or herself

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different questions, so that they can select the appropriate channel. Is the message urgent? Is immediate feedback needed? Is documentation or a permanent record required? Is the content complicated, controversial, or private? Is the message going to someone inside or outside the organization? What oral and written communication skills does the receiver possess? Once the sender has answered all of these questions, they will be able to choose an effective channel. After the appropriate channel or channels are selected, the message enters the decoding stage of the communication process. Decoding is conducted by the receiver. Once the message is received and examined, the stimulus is sent to the brain for interpreting, in order to assign some type of meaning to it. It is this processing stage that constitutes decoding. The receiver begins to interpret the symbols sent by the sender, translating the message to their own set of experiences in order to make the symbols meaningful. Successful communication takes place when the receiver correctly interprets the sender's message.

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The receiver is the individual or individuals to whom the message is directed. The extent to which this person comprehends the message will depend on a number of factors, which include the following: how much the individual or individuals know about the topic, their receptivity to the message, and the relationship and trust that exists between sender and receiver. All interpretations by the receiver are influenced by their experiences, attitudes, knowledge, skills, perceptions, and culture. It is similar to the sender's relationship with encoding. Feedback is the final link in the chain of the communication process. After receiving a message, the receiver responds in some way and signals that response to the sender. The signal may take the form of a spoken comment, a long sigh, a written message, a smile, or some other action. "Even a lack of response, is in a sense, a form of response" (Bovee & Thill, 1992). Without feedback, the sender cannot confirm that the receiver has interpreted the message correctly. Feedback is a key component in the communication process because it allows the sender to

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evaluate the effectiveness of the message. Feedback ultimately provides an opportunity for the sender to take corrective action to clarify a misunderstood message. Feedback plays an important role by indicating significant communication barriers: differences in background, different interpretations of words, and differing emotional reactions. The communication process is the perfect guide toward achieving effective communication. When followed properly, the process can usually assure that the sender's message will be understood by the receiver. Q.4 Explain the different forms of written communication that organizations use. Organizational communication standards grow out of the communication choices of executives, managers and other employees. Ideally, organizational communication facilitates sharing of information, event planning, project coordination and social interaction. Poor communication and nonfunctional communication systems leads to confusion, lowered morale and loss of productivity. Business leaders must create communication
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plans and information channels to ensure that employees are kept informed and in contact with each other.In simple terms it is the information flow that happens in an organization but the flow of information has got a structure, direction and process. Writing is used when you have to provide detailed information such as figures and facts, even while giving a presentation.It is also generally used to send documents and other important material to stakeholders which could then be stored for later use as it can be referred to easily as it is recorded. Other important documents such as contracts, memos and minutes of meetings are also in written form for this purpose.It can be seen in recent years, however, that verbal communication has been replaced to a great extent by a faster form of written communication and that is email. One can also use videoconferencing and multiple way phone calls with several individuals simultaneously. Apart from a few glitches way. that could occur, these methods of communication have helped organizations come a long

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Written communication can take the form of legal documents or manuals. For example, OSHA (Occupational Safety and Health Administration) outlines health and safety policies and procedures for industrial and commercial businesses. These documents ensure clarity among employees and minimize the chance for any misunderstanding. Employers may also issue dress policy or personal conduct guidelines for employees to better ensure proper behavior. Written warnings are also used to enforce certain policies in the workplace. An employee will likely change his behavior when employers document infractions with letters and he faces possible termination for noncompliance. Written communication is also important for instructing employees on certain tasks and projects. For example, a boss may meet with an employee about a special project. She may hand the employee a list of tasks she wants completed for the day. The written instructions may inform the employee whom to contact for certain information. The boss may also indicate which items are most important so the employee can prioritize his tasks.

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Company

managers

must

use

written

communication in the form of reports or presentations. For example, a marketing research manager will often analyze results from a survey in a report. She may also recommend certain strategies for upper management, based on consumer needs and preferences. Additionally, department directors often create written presentation booklets for employees who attend their meetings. Written presentations are an effective means of providing key information to other departments. Written communication is also important for business advertising. Small companies need to promote their businesses to potential consumers and business customers. Written advertisements include direct mail pieces such as sales letters and brochures, magazine display ads, fliers, Internet ads and catalogs. Advertising is designed to attract attention then compel people to purchase products, according to advertising expert Dave Dolak. Companies often such as mail order or on Internet written businesses count exclusively

advertisements for attracting customers.

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Email

is

an

extremely

important

written

communication tool used in business. Employees write multiple emails each day, setting up meetings or apprising bosses about the status of projects. The email is often used as an information tool after a meeting. Managers can sum up the key points of a meeting, then confirm follow-up assignments or tasks with email recipients. SECTION B Q.1 Your subordinate is discussing various production related problems which he thinks are negatively affecting the quality of your companys products. With refrence to the HURIER model how can you engage in active listening so as to fully understand the discussion being initiated by your subordinate . The full form of HURIER is as follow Hearing (focusing on message) Understanding (obtaining literal meaning) Remembering (recalling message for future action) Interpreting (other aspects of message like nonverbal and context) Evaluation (applying logic, sort fact from opinion, etc.) Responding (sending feedback
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back) By using HURIER model I can easily take participate in discussion regarding quality of companys production. H stands for hearing that is when my subordinators are talking or discussing I can hear what they talks U stand for understanding we need to understand the exact meaning why we came together n what we are going to discuss. We should understand the problems R stands for remembering we should remember what we have discuss in previous meeting what steps were taken before I stands interpreting we should interpret with

subordinators while discussion is going on E stands for evaluation what we discuss in meeting what was the solution for the

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problem that should be implemented R stands for responding responds or feedback. It is to exhibit some action or effects

Q2] What are some common barriers to effective communication. Physical barriers Internal structure of the organization and layout of office machines and equipments creates physical barriers in communication a. Distance: communication is found obstructed in long distance. Like communication between America and Nepal. b. Noise: it is from external sources and affects the communication process. Noise negatively affects the accuracy c. Physical arrangement: the physical arrangement of organizational sources like men, money, material and machine obstruct the communication process.

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B. Semantic barriers The use of difficult and multiple use of languages, words, figures, symbols create semantic barriers. a. Language: we can find some words having different meaning. As meaning sent by the sender can be quite different from the meaning understood by the receiver. Long and complex sentences creates problem in communication process. b. Jargons: technical or unfamiliar language creates barriers to communication that may be drawn from the literature. So message should be simple and condensed as far as possible so that no confusion creation will be there to the receiver. C. Organizational barriers It is raised from the organizational goals, regulations, structure and culture.

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a. Poor planning: it refers to the designing, encoding, channel selection and conflicting signals in the organization. b. Structure complexities:- difficult organizational structure barrier for free flow of information. Appropriate communication process must be used. c. Status differences: about it and creates barrier for

communication. Superior provides information to the subordinate plans policies. Different information is provided by different subordinates who create barrier in communication. d. Organizational distance:- distance between sender and receiver also creates barriers to effective communication. e. Information overload: if superior provides too much information to the subordinate in short period receiver suffers from information overload which creates barriers to effective communication. f. Timing: communication can be obstructed if not done on time. If the information is not provided in time it creates barriers to effective communication.
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D. Psychological barriers It is the barriers to effective communication created from the lack of interest of the people from whom the communication is meant. People do not pay attention to the communication which are not interesting to them and which do not fulfill their want. a. Perception: it is the process of accepting and interpreting the information by the receiver. People receive things differently for a various number of reasons. b. Filtering: communication some time filters the negative information to make it more favorable to the receiver. In this process, knowingly or unknowingly some valuable information may be disposed. c. Distrust: superior provides information or message to the subordinates to their own view, ideas and opinion which create obstruction in communication. d. Emotions: emotion also creates barriers to effective communication.

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Section C Q1) As a manager if you were to transmit or convey bad news to your subordinate will selection of the communication channel or methods of communication be an important factor explain your answer. What will be the significance of non verbal communication in this particular case? In such case the selection of the channel or method will be very important as the communication is within the organization . here manager is taking the decision about his subordinate so he has some ways of communication regarding firing unwanted transfer etc. 1) Oral communicationManager can communicate through oral communication that is personal meeting of that particular employee and explain him all the reasons for doing that activity i.e . transfer or firing from job. Manager can also contact him trough the telephone .

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2)

Written communicationIt includes communication through-

1)

Letter containing that he is fired or he is transferred from

one job to another so that particular employee will get enough idea about his current status in the organization. 2) Manager will also use email as a tool for communication

regarding to employees firing and unwanted transfer of an employee . 3) Manager can also use memorandums for this kind of

activity . 4) Use of telegrams or telex is also way of transmitting the

message to subordinate. All above are the ways of communicating this is very important because 1) It helps to generate the message to the employee who is

going to transfer or fire .

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