Q1. List the importance of effective communication in the workplace.

Communication is the nerve center of business today. As you go up the corporate ladder, you will find that communication skills are required, more than technical skills. Communication research has revealed that among the factors most important for managerial success, communication skills rank above technical skills. Several surveys conducted among people who have been successful in their professions have indicated that communication skills are more vital to job success than subjects taken in college. Communication has assumed even greater importance today, since the new model of business is based on teamwork, rather than on individual action. Teamwork requires greater coordination and communication. Communication is also required all the more in this age of information and technology. Without communication and human skills, technology will overwhelm an organization. Communication helps to make sense of technology and to manage all this information. For example, communication is required to explain a new computer program or software. While computers can 6perform routine tasks, jobs like responding to customers needs require a high degree of communication skills. Effective communication serves the following specific purposes in an organization: Greater Awareness of Organizational Goals and Teamwork When there is open communication between superiors, co-workers and subordinates, there is smooth flow of information regarding the goals of the organization. Coordination between the different departments in particular, leads to greater motivation to work together towards achieving a common organizational goal, rather than working in isolation. Better Employer-employee Relationships By listening to employees, showing empathy and giving them the freedom to express their opinions without fear of being repressed, a manager can create a climate of openness that leads to better work relationships. Employees will then feel more comfortable in approaching their superiors and discussing any matter with them. Problem-solving Effective communication can help resolve conflicts between co-workers, work related and performance related problems. Faceto-face communication is especially suited

for achieving this task, since it is one to one and highly personalized in nature. Improved Performance Effective communication by managers at the time of appraising the performance of their employees can point out areas for improvement. A constructive review of performance, through which a manager gives positive feedback and counsels the employee, instead of criticizing him for poor performance, can motivate the employee to perform better. Stronger Link between Managers and the External Environment Apart from internal communication within the organization, effective communication by managers with external audiences such as customers, government, bankers, media and suppliers leads to a better rapport with them. A manager will be able to understand the needs of his customers, be aware of the presence of quality suppliers of material, of government regulations and of the expectations of the community at large, only through proper communication.

Q2. Explain the different aspects of non-verbal communication

Non verbal communication, on the other hand may be defined as communication without words. It refers to any way of conveying meanings without the use of verbal language. The game of dumb charades is a perfect example. Nonverbal communication is generally unintentional, unlike verbal communication. All of us tend to communicate silently and unknowingly send signals and messages by what we do, apart from what we say. Gestures, facial expressions, posture and the way we dress, are all part of nonverbal communication. Nonverbal communication can have a greater impact than verbal communication, since how you say something is sometimes more important than what you say. Although nonverbal communication can affect both our personal and business relationships, it is particularly important in the workplace. 1. Nonverbal Communication Cannot Be Avoided While one can avoid verbal communication by refusing to speak or write, it is not possible to do the same with nonverbal communication. That is because nonverbal communication is not always intentional, unlike verbal messages, as pointed out earlier. Sometimes, silence itself may convey a lot of meaning. Example A speaker making a presentation may find that the audience is not very interactive. Instead he notices people yawning during his presentation. At the end of the session, when he asks for some feedback, there is total silence.

The message conveyed in the above example is that the audience is bored with the session. The silence indicates that they have not listened to the session and that the feedback is negative. 2. Nonverbal Communication is Powerful Nonverbal communication helps us to form first impressions and make judgments of others. First impressions generally tend to be lasting impressions. Let us say you go for a job interview fifteen minutes late dressed in informal attire. When asked some questions, you avoid eye contact. This immediately reflects your attitude and the impression formed of you is that of a person who takes things casually, is insecure and lacks knowledge. 3. Nonverbal Communication is Ambiguous While precise words can be used in verbal communication to ensure that that the message is clearly understood, nonverbal communication is not always clear and easy to understand. For example, sitting back in a relaxed posture may be a signal of boredom or fatigue. Similarly, avoiding eye contact with your audience could mean that you either are nervous or guilty of something! 4. Nonverbal Communication Varies Across Cultures While certain types of nonverbal behavior are universal, others may be different in different cultures. Examples There are different rules regarding the appropriateness of the handshake in oriental and western cultures. Generally, in oriental cultures like India, any form of physical contact is not common and is interpreted as being intimate, while it is an accepted thing in western countries. Similarly, a nod of the head means yes in some cultures and no in other cultures. In this age of business communication across cultures, it is important for you to understand these differences, especially when doing business overseas. Failure to do this could lead to costly blunders.

Q3. Write short notes on (a) Upward communication (b) Downward communication (c) Horizontal communication.
1. Through which channel (a) Formal Communication: Communications which are sent through the formal or officially recognized channel are called formal communications. Generally, orders, instructions, decisions of the superior officer are communicated through this channel. (b) Informal Communication: Informal Communications are also known as 'grapevine' communications. In case of informal communication formal channels are not used. Informal communications arise out of the day to day routine and meetings among the peers. 2. On the basis of direction of Communication (a) Downward Communication: Communications flowing from superior to subordinates are called downward communication. Generally orders, instructions, decisions of the superior are communicated through this channel. (b) Upward Communication: Communications flowing from the subordinates to superior are called upward communication. It includes reports, suggestions, complaints, etc. Upward communication enables the management to evaluate the effectiveness with which its orders have been carried out and also to know the grievances or suggestions of the subordinates. (c) Horizontal or Lateral Communication: Communication among personnel who are working at the same level of the organization is called Horizontal Communication. For example communication among functional managers is horizontal communication.

(d) Diagonal Communication: Communication between people who are neither in the same department nor at the same level of organizational hierarchy is called diagonal communication.

Q4. Explain the different barriers to listening .List the differences between discriminative listening and comprehension listening.
Listening is not easy and there are a number of obstacles that stand in the way of effective listening, both within and outside the workplace. These barriers may be categorized as follows 1. Physiological Barriers This was discussed earlier under the barriers to communication. Some people may have genuine hearing problems or deficiencies that prevent them from listening properly. Once detected, they can generally be treated. Other people may have difficulty in processing information, or memory related problems which make them poor listeners. Another physiological barrier is rapid thought. Listeners have the ability to process information at the rate of approximately 500 words per minute, whereas speakers talk at around 125 words per minute. Since listeners are left with a lot of spare time, their attention may not be focused on what the speaker is saying, but may wander elsewhere. 2. Physical Barriers These refer to distractions in the environment such as the sound of an air conditioner, cigarette smoke, or an overheated room, which interfere with the listening process. They could also be in the form of information overload. For example, if you are in a meeting with your manager and the phone rings and your mobile beeps at the same time to let you know that you have a message; it is very hard to listen carefully to what is being said. 3. Attitudinal Barriers Pre-occupation with personal or work related problems can make it difficult to focus ones attention completely on what a speaker is saying, even if what is being said is of prime importance. Another common attitudinal barrier is egocentrism, or the belief that you are more knowledgeable than the speaker and that you have nothing new to learn from his ideas. People with this kind of closed minded attitude make very poor listeners. 4. Wrong Assumptions The success of communication depends on both the sender and the receiver, as we have seen in an earlier unit. It is wrong to assume that communication is the sole

responsibility of the sender or the speaker and that listener have no role to play. Such an assumption can be a big barrier to listening. For example, a brilliant speech or presentation, however well delivered, is wasted if the receiver is not listening at the other end. Listeners have as much responsibility as speakers to make the communication successful, by paying attention, seeking clarifications and giving feedback. Another wrong assumption is to think that listening is a passive activity, in which a listener merely absorbs the thoughts of the speaker. On the contrary, real listening or active listening is hard work it requires speaking sometimes to ask questions, agree or disagree with the speaker, give feedback, etc. Yet another barrier of this type is to assume that speakers are more powerful than listeners. Speakers are seen as being in command of things, whereas listeners are seen to be weak and lacking authority. According to communication experts however, the reverse is true. Listeners are as important and as powerful as speakers. In fact David J. Schwartz, writer and management professor, emphasizes the importance of listening by saying Big people monopolize the listening. Small people monopolize the talking. 5. Cultural Barriers -- Accents can be barriers to listening, since they interfere with the ability to understand the meaning of words that are pronounced differently. The problem of different accents arises not only between cultures, but also within a culture. For example, in a country like India where there is enormous cultural diversity, accents may differ even between different regions and states. Another type of cultural barrier is differing cultural values. The importance attached to listening and speaking differs in western and oriental cultures. Generally, Orientals regard listening and silence as almost a virtue, whereas Westerners attach greater importance to speaking. Therefore this would interfere with the listening process, when two people from these two different cultures communicate. 6. Gender Barriers -- Communication research has shown that gender can be a barrier to listening. Studies have revealed that men and women listen very differently and for different purposes. Women are more likely to listen for the emotions behind a speakers words, while men listen more for the facts and the content.

Example A salesperson giving a demonstration of a new type of office equipment may be asked by two colleagues if the equipment will work without any problems and respond by saying Sure. A male user may take his answer at face value, whereas a female user may detect some hesitation in his voice. This is because the male user listens for the content of the message, whereas the female user listens for the tone of the message. 7. Lack of Training -- Listening is not an inborn skill. People are not born good listeners. They have to develop the art of listening through practice and training. Lack of training in listening skills is an important barrier to listening, especially in the Indian context. Lee Iacocca, former Chairman of the Chrysler Corporation in the US, was one of the first to recognize the need for organized training programs in listening skills. Today, many organizations both in India and abroad incorporate listening skills in their training programs. 8. Bad Listening Habits -- Most people are very average listeners who have developed poor listening habits that are hard to shed and that act as barriers to listening. For example, some people have the habit of faking attention or trying to look like a listener, in order to impress the speaker and to assure him that they are paying attention. Others may tend to listen to each and every fact and, as a result, miss out on the main point. Yet another habit is to avoid difficult listening and to tune off deliberately, if the subject is too technical or difficult to understand. Sometimes, the subject itself may be dismissed as uninteresting, because the listener does not want to listen. Strategies for Effective Listening: Although a number of barriers stand in the way of effective listening, these can be overcome through conscious efforts, training and practice. Some of the suggested methods are discussed in detail below 1. Create a Conducive Environment To an extent, you can try to control the environment in which communication takes place, so that listening can take place without any distractions. Ensuring a proper sound system and acoustics so that the speaker is audible, avoiding places with high levels of activity, loud noises from the outside environment and poor air conditioning systems, shutting off mobile phones and telephones, are some of the ways in which you can

overcome some of the physical barriers to listening. 2. Select Face-to-face Channels Listening is less accurate in the absence of face-to-face communication. For example, listening to and understanding ideas correctly over the telephone are much harder than through a face-to-face meeting. Take the case of calling a restaurant and placing orders over the telephone for home delivery of a meal. The chances are that your orders may not be understood correctly. Therefore, as far as possible, arrange face-to-face contact to ensure more accurate listening. 3. Be Open-minded and Avoid Distractions Listening is an exhausting activity which requires the right attitude and mindset. You have to focus your attention completely on what the speaker is saying, without letting your mind wander. This kind of concentration can be developed through various techniques and through constant practice. In addition, it is also important to rid yourself of the notion that you have nothing new to learn from the other person. Even if it is a subject about which you may be knowledgeable, the speaker may offer a different perspective or point of view. Therefore it is important to listen actively. 4. Use Non-verbal Cues to Indicate Active Listening It is important to communicate to the speaker that you are listening actively to what he is saying. This can be done even without verbal communication. All the different aspects of non-verbal communication discussed earlier should be used for maximum effect. For example, maintaining steady eye contact with the speaker, sitting up with an erect posture, nodding now and then to show appreciation and understanding and appropriate facial expressions are some of the ways in which your non-verbal communication can indicate that you are involved in what the speaker is saying. 5. Use Verbal Communication to Indicate Active Listening While nonverbal behavior by itself can communicate that you are an active listener, it is also important to engage in verbal communication with the speaker. Silence is often interpreted as lack of understanding or attention. You need to seek clarifications, give feedback and suggestions, or just paraphrase in your own words what the speaker has said, in order to convey that you have understood his message. 6. Listen First Before Responding Always let yourself finish listening before you begin to

speak. Avoid the tendency to formulate your own response, even before you have listened completely to the speakers words. If you are too busy thinking about what to say next, you may miss the main point that the speaker is trying to make. This also gives the speaker the impression that you are pre-occupied or rude. 7. Use the Speaker-listener Gap constructively It was pointed out earlier that listeners have the ability to absorb information faster than speakers rate of speech. This spare time available to listeners is often misused by letting the mind wander and is one of the physiological barriers to listening. One way of overcoming this barrier is to try to use this spare time to note down what the speaker has said, review what has been said so far and anticipate what he may say next. Thinking ahead of the speaker and trying to guess where his talk is leading is a good strategy for effective listening. This is not easy, but can be learnt through proper training. 8. Focus on the Verbal and Non-verbal Message Listening involves not only hearing and understanding the meaning behind the words, but also being alert to the non-verbal behavior of the speaker. The importance of non-verbal cues has been emphasized throughout this book. It is important to watch for any positive or negative messages that may be conveyed through the speakers tone of voice, facial expressions, gestures and outward appearance. 9. Focus on the Content, rather than the Delivery In order to grasp the true meaning of what the speaker is saying, it is important to concentrate on the content of the message, rather than on how the message is delivered. For example, looking at the power point slides during a speakers presentation may distract your attention from the main point that he is trying to convey. Similarly, being over critical of the speakers accent or mannerisms may make you miss the essence of the message. Discriminative Listening Discriminative listening involves the basic function of hearing sound and distinguishing between different sounds. In human communication, this includes picking up on shifts in a speaker's voice such as speed, emphasis, and pitch. This listening skill allows the listener to recognize nuances in the speaker's message such as sarcasm or anger.

Comprehension Listening Comprehension listening, also called informative listening, involves the understanding the information in a speaker's message. Business meetings and college lectures exemplify situations where comprehensive listening may be involved. This listening skill requires an understanding of the vocabulary being spoken. The listener should also possess enough concentration and memory to retain at least the basic information spoken.

Q5. Discuss the principles of business writing.

Writing in a business environment requires the ability to tailor your document to a variety of different audiences. Your proposal may have to be approved at the executive level, but carried out at the functional level. Because of this, it is important to know how to use strategic writing to your advantage. Be concise: As the chart above demonstrates, the most influential decision-makers spend the least amount of time with your document. As such, your writing should take this into account. Avoid unnecessary embellishments and get straight to the point. An example of this technique is detailed in the next section. Take varying knowledge levels into account: Your document will be read by a wide variety of people with different levels of expertise. Your writing should be detailed enough for it to be functional and effective, yet simple enough for all readers to understand. In business documents, you are able to write different sections for different readers. For example, summary sections may be tailored directly to executives and managers, while technical sections may be written for specific functional units. Utilize headings, bullet points, bold type, and white space to guide the readers eye. Format your document in such a way that the readers eye falls on the most important information. This is done through the use of bullets, bold type, graphics, and white space. Emphasize the most important information at the beginning and end of each section, and utilize the body sections for supporting. Take varying knowledge levels into account: Your document will be read by a wide variety of people with different levels of expertise. Your writing should be detailed enough for it to be functional and effective, yet simple enough for all readers to understand. In business documents,

you are able to write different sections for different readers. For example, summary sections may be tailored directly to executives and managers, while technical sections may be written for specific functional units. Present a need for an idea before presenting the idea: In persuasive documents, readers should perceive a need for your idea before being presented with facts and support. Your writing should intensify the audiences response to the need and leave them thinking, What can I do about this need? Stress benefits, not features: Your audience, particularly at the executive and managerial level, seeks benefits rather than features. The primary purpose of persuasion is to obtain the selfinterest of your audience. Readers will be looking for what benefits them directly, so your writing should focus on these benefits, rather than stressing the features of the proposal. Use facts, credible opinions and statistics to prove your case: Readers tend to be naturally skeptical and will look for reliable information before providing their support for a specific idea. As a result, the use of facts, credible opinions and statistics are much more powerful within a document than the authors unsubstantiated beliefs and judgments. While it may sound obvious, relying on trustworthy supporting evidence can substantially help in your goal of persuading the audience. Tell the reader what to do next: Once you have persuaded the audience to support your idea, your next step should be to establish further action. The goal is to convince your reader to act immediately, as opposed to delaying the process any further. Outline any consequences that may occur as a result of postponement, and detail the benefits of their immediate action. Garnering the audiences self-interest and providing a discrete follow-up action will aide in progressing the projects approval process and is key in helping to accomplish your business writing goals.

Q6. Explain the advantages of oral communication with the help of suitable example.
Oral communication implies communication through mouth. It includes individuals conversing with each other, be it direct conversation or telephonic conversation. Speeches, presentations, discussions are all forms of 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 (meetings, lectures, conferences, interviews, etc.) is significant so as to build a rapport and trust. Advantages of Oral Communication: There is high level of understanding and transparency in oral communication as it is interpersonal. There is no element of rigidity in oral communication. There is flexibility for allowing changes in the decisions previously taken. The feedback is spontaneous in case of oral communication. Thus, decisions can be made quickly without any delay. Oral communication is not only time saving, but it also saves upon money and efforts. Oral communication is best in case of problem resolution. The conflicts, disputes and many issues/differences can be put to an end by talking them over. Oral communication is an essential for teamwork and group energy. Oral communication promotes a receptive and encouraging morale among organizational employees. Oral communication can be best used to transfer private and confidential information/matter. Example: In a company, whenever there is a conflict between employees or between employee and owner, effective communication is of paramount importance. The importance of Oral communication comes in to fore here. Effective oral communication here can avoid big conflicts ranging from managerial conflicts, employee conflicts, legal conflicts and financial conflicts.