UNIT I WHAT IS THE MEANING OF COMMUNICATION?

? The word communication has been derived from the Latin word communis which means to share. Communication means sharing ideas and information so as to create mutual understanding between people. It involves giving and receiving of messages and messages may contain not only the fact, but opinions and emotions too. DEFINE COMMUNICATION? Communication is an exchange of ideas, facts, opinions or emotions by two or more persons NEWMAN AND SUMMERS The sum-total of all the things one person does what he wants to create and understanding in the mind of another. It is the bridge of meaning. It involves a systematic and continuous process of telling, listening and understanding ALLEN Administrative communication is a process which involves the transmission and accurate reception of ideas ensured by feedback for the purpose of eliciting actions which will accomplish organizational goals SCOTT EXPLAIN THE CHARACTERISTICS OF COMMUNICATION? Two-way process: Communication is essentially a two-way process. Information has not only been sent but has also to be received and understood. This process is incomplete until the response or reaction based on proper understanding is available. Feedback is an essential part of communication. Ongoing process: Communication is an ongoing process. When communication is absent human activity ceases to exist. Level of management: It is essential in all types of organizations and at all level of management. It pervades all human relationships. Mutual understanding: The purpose of communication is to create mutual understanding by giving/receiving information, persuading /influencing others and eliciting actions. Ideas and emotions: Communication consists not only of facts but ideas and emotions too. It is much more than words. The tone and facial expressions often carry a greater meaning than words. We can communicate a lot through signs, symbols and gestures. Flow of messages: It consists of a flow of messages through several networks. There are networks for problem solving, workflow, information sharing and socializing. Sender and receiver: It takes two to complete communication. There should be sender and receiver; if a person shouts in a forest when no one is present there is no communication. Dynamic process: It is a dynamic process. It incorporates the changing shape of the participants and the environments. Change is the moods and thinking of the sender and the receiver of the message influence the effectiveness of communication. The way a message is received depends upon which of the following five sensory organs (eye, ear, nose, tongue, touch) of the receiver are the must at that time. Goal oriented process: Communication is a goal oriented process. It can be effective if the sender and the receiver both are aware of the goal of communication and there is congruence of their goals. Interdisciplinary science: It is an interdisciplinary science. Knowledge derive from service science is used in communication. Anthropology (study of body language) psychology (study of persuasion, perception and attitudes) sociology and political science (study of voting behavior) have provided insight to make communication effective. Universal function: Communication is universal function, which covers all levels of authority. Reacts and response: Communication always leads to some response or reaction. A message becomes communication only when the receiving party understands and acknowledges it, and also reacts and response to it. Social activity: Communication is social activity too. The components of a society are into a relationship of sharing, be it information, feelings or emotions. The process by which people attempt to share meaning and relate to one another is, thus, a social activity. EXPLAIN THE OBJECTIVES OF COMMUNICATION? 1

The basic purpose of communication is to convey information and ideas in such a manner that will produce a response as desired by the sender. 1. To give and receive information: An individual often communicates with other individuals to give or receive information. In organization, the management uses communication to keep the employees well informed about the goals, policies and rules. When the employees are well informed about the various aspects of the jobs, they can perform better. Meetings, notices, telephones, employee hand book and bulletins are used to convey necessary information to employees. Similarly, an organization communicates with outsiders (investors, customers, suppliers, Government, Public) to provide them information about its plans and contributions. Managers require accurate and up-to-date information for formulating plans and decisionmaking. Such information may be collected from both internal (staff, sales and production data, etc.) and external (government policy, market conditions, etc.) 2. To provide advice: Information tends to be factual and neutral whereas advice is subjective and opinionated. Advice may be given on personal or official matters. In business, superiors advice workers in handling machines and equipment in factory or office. Manager needs specialized advice from experts in matters like taxation, project finance, quality control, etc. Advice is most effective when given through face to face contact. Advice should be given in a confidential and informal manner with the purpose of helping the employee improve his performance. Tact and sympathetic tone are help and the employee should not be made to feel inferior or guilty. 3. To provide counseling: Counseling is an organized and specialized activity requiring professional expertise and an objective approach. Modern age is full of strains and stress. When an employee is facing some personal or family problem his morale and efficiency tends to be decline. The experts provide counseling sessions with employees who require counseling and vocational guidance. Face-toface conversation with counseling helps worker to improve their physical and mental health. 4. To issue orders and instructions: An order is a directive to do something whereas instruction indicates how to carry out the order. Order involves assignment of task while instructions specify the way the task is to perform. Orders and instructions are based on the supervisors authority and subordinates are expected to obey them. Order and instructions may be oral or in writing. 5. To impart education and training: Education involves formal communication over a long period so as to widen knowledge and skills. It consists of both teaching and learning. Education and training of workers and executives is necessary to keep them abreast of new developments to improve their efficiency and potential and for orientation of new employees. Eg., lectures, case studies, seminars, AV aids etc. 6. To receive suggestion: Employees and customers are a useful source of new ideas for business as they are in direct touch with operation and banking procedure. Suggestions flow upward, as feedback and represent a mild and subtle form of communication. Executives should set aside their ego and should have an open mind towards constructive suggestions from the subordinates. Under such a scheme, suggestion boxes are installed at convenient places in the official/branch. Employees at all levels are encouraged to put their written suggestion in these boxes. These suggestions are scrutinized by a suggestion committee. Useful suggestions are implements and employees who offered them are given awards. 7. To persuade people: Persuasion is the art of influencing the attitudes, opinions and actions of people. Managers try to persuade workers to put their best efforts. Eg. Sales person persuade customers to buy products and services. Persuasion requires the ability to speak and write effectively. 8. To improve morale: Morale reflects the mental health of people. High morale is necessary to improve efficiency and performance. Notice, bulletins and meeting are used to prevent fears and rumors among the employees. Upward communication in the forms of suggestions and grievances is used to raise morale. Attitude survey and joint consultation may be used to judge employee morale. 9. To improve discipline: Rules and regulations are made known to employees through written or oral communication. Actions taken to enforce discipline become more acceptable to employees when the actions are properly explained 10. To seek information : a passer by asking you the way to the post office, the student asking the teacher for some clarification or the investigating policeman making enquiries for seeking information by using this communication skill. 2

EXPLAIN THE MEDIA AND TYPES OF COMMUNICATION? 1. Verbal communication -Oral -Written 2. Non-verbal communication - Sign language -Para language - Body language - Space, surrounding and time 3. On the basis of organizational structure a. Formal communication upward, downward, horizontal, diagonal b. Informal communication- grapewine. 1. VERBAL COMMUNICATION: The term verbal implies use of words which make language. Human beings alone are gifted with the use of words. Verbal communication means communication through spoken and written words. The process of communication involves the use of a common set of symbols between the sender and the receiver. Words are the most accurate and powerful symbols. 1. A. ORAL COMMUNICATION: It means spoken communication or communication through speech. In organization, people speak much more and much before writing. Oral communication takes place through face to face, both formal and informal, telephone, loud speaker etc. ADVANTAGES OF ORAL COMMUNICATION: -Immediate feedback: Oral communication provides immediate feedback to the sender and to the receiver. Each can ask them for clarification and elaboration on the spot. The speaker can immediately understand the audience reaction or group, he is addressing. -Time saving: It is very fast. It saves time involved in writing the messages. -Economical: Saves the money spent on stationery in an organization. -Personal touch: oral communication builds upon healthy climate in the organization by bringing superior and subordinates closer. It is an effective tool of persuasion. -Flexibility: Oral communication provides an opportunity to the speaker to correct himself and make himself clear by changing his voice, pitch, tone etc. body language to be used to reinforce words. -Secrecy: It can be more easily kept confidential than written messages. -Group communication: it is extremely useful for communicating with groups in meetings, conferences, etc. LIMITATIONS OF ORAL COMMUNICATION: Poor retention: The listener cannot retain oral message in his memory for a long time. The speaker himself may not recall what he actually said. No record: It provides no record for future reference. Time consuming: it may not always be time saving. Sometime meeting continue for all long time without arriving at any satisfactory conclusion. Misunderstanding: oral communication is likely to be misunderstood due to poor vocal expressions and noise. The speaker may not be able to make himself quite clear or the listener may be inattentive. Lack of responsibility: Oral messages are not recorded. Therefore it becomes difficult to hold persons responsible for mistakes, inaccuracy, and untruth in oral communication. 1. B. WRITTEN COMMUNICATION: While oral communication is natural and spontaneous, written communication requires concise effort. It involves transmission of information through letters, notices, circulars, memos, reports etc. Characteristics of written communication: -It requires a lot of information take much more time than oral communication. -The sender has to plan out his message and write (encode) it carefully. The message is sent and the receiver decodes it. Then he plans, writes and sends back his reaction. 3

-It has fewer cycles than oral communication, which has multiple cycles. An oral message gets immediate response which often leads to further exchange of words. This is not possible in written communication which is often a one cycle event.

Advantages of written communication: Precision and accuracy: Written messages are prepared with due thought and care the communicators tends to be accurate and factual because authencity of written message can be challenged and verified. The writer tries to organize his ideas, logically before writing. As a result, written communication tends to be more accurate, precise and reliable. Repetition: Written communication can be used again and again. Therefore, the message is like to be understood better. There is little chance of any part of the message being lost. Permanent record: It provides a permanent record for future reference. Such written records of policy decisions and performance in the past serve as a good guide for decision making and future planning. Legal evidence: Written messages may be used as legal evidence in a court of law and in case of disputes with employees, clients etc. Written records are more reliable and acceptable as documentary proof. Length messages: It is very suitable for transmitting lengthy messages. Fixed responsibility: when orders, instructions and decisions are recorded and conveyed in writing, responsibility for error and untruths can be easily fixed on the communicator. Nobody can shift or avoid his responsibility. Convenience: The personal presence of neither the sender nor the receiver of message at a certain place at the same time is necessary. The writer can write or dictate at the time that suits him. The reader too can read or reread at his own convenience. Wide access: It is the most economical and probably the only means of communication when the sender and receiver of the message are separated by long distance. It has widest possible coverage. Limitations of written communication Time: In addition to the time involved in sending written messages, time that to be spent in putting the messages in writing. Costly: It is more expensive than oral communication. Paper and ink or typing costs are involved in addition to postage etc. Lack of secrecy: It is difficult to keep written messages completely secret. Rigidity: Written communication lacks flexibility. On the spot classification and adjustments cannot be made. The receiver has to write bad in case of doubts or queries. Impersonal: It tends to be formal and there is lack of personal touch. Therefore, the receiver is less repetitive. 2. NON-VERBAL COMMUNICATION: Human beings communicate in many ways other than through words. Words often fail to convey the exact meaning. Therefore pictures, drawings, sounds are often used to convey messages. All these means other than words used in communication are known as non-verbal communication. 2. A. Sign language: 2. A. I. Audio signals: Drum beating is used to make important announcements and to tell people to assemble at a specified place. Several types of alarms are used to caution people. Eg: fire alarm, accident alarm, machine breakdown alarm. Buzzers, push button bells, electric bells etc are used in offices, sirens, hooters and whistlers are other examples. Advantages: -Sound signals convey the message very quickly. For example: the hooting of the siren in a factory immediately times. -Useful for managing times 4

 -The working of organizations can be streamlined with the help of buzzers and such other sound signals. 2. A. II. Visual signs: Posters, drawings, cartoons, photographs, statues etc are used to convey general and educational information. Books on science and geography, history, economics etc always contains maps and diagrams. Eg., light on top of ambulance, VIP vehicles. Advantages: Colorful photographs and paintings make communication interesting and motivating. Pictures, postures etc reflect the mental make up and cultural background of the communicator. Posters and paintings are useful for information and educating illiterate people. Posters are an effective means of advertising. Limitations of sign language: A great amount skill and effort is required to draw effective pictures, cartoons etc. Only simple and elementary ideas can be communicated through sign language. People may misunderstand sign language. 2. B. BODY LANGUAGE: Human body and its various parts play an important role in communication. The study of messages is conveyed by body movement is also known as body languages or kinesics. Just as language uses symbols top convey meaning, our body conveys messages. Man may play with words but body speaks the truth. Body movement of a person is guided by his thoughts and feelings. The nodding of head, eyes blink, hands waves, shoulders shrugging etc are all expressions of human thoughts and feelings. Role of different parts of the body: Head: There is an old saying hold your head high. It is a sign of honour, self respect and self confidence. A head bent low, shows modesty, politeness and guilty. Nodding the heads shows listeners response to the speaker. Thus, the posture and movement of head are very important in face to face communications. Face: Face has been called the mirror of the mind because whatever a person feels deep inside is reflected on his face. Every facial muscle is an instrument of face to face communication; the lines of forehead, the eyebrows, the muscles of cheeks, lips all speak louder than words. Eyes: Eyes communicate our deepest feelings. Therefore, eye contact is of great importance in face to face communication. Eyes adopt different position in different situations. Fixed yes shows concentration, raised eyes indicates surprise or fear, smiling eyes reflect happiness. A long fixed gaze shows interest whereas evasive eyes indicate lack of interest. Gestures: A gesture refers to the movement of our arms, legs, hands, torso etc. Arms spread out convey the meaning of wide, shuffling legs indicates nervousness, a erect torso reflects intensity. Similarly, pounding of first on a table shows anger while a forefinger raised above the head shows number. Body shape and postures: standing or sitting erect, lending backward or forward, stretching or bending sideways all convey meaning. A person can make positive or negative impression of himself or others through his body posture. Therefore, we should make efforts to ensure that our body does not send out wrong signals in interviews etc. it requires regular practice to ensure that our body talks positive. 2. C. PARA LANGUAGE: The word Para means like and therefore, Para language is like language. It is non-verbal because it does not involve use of words. But it is like verbal communication because it is related to the way words are spoken. Voice: The voice used by a speaker reveals his education, training, temperament and general background. It can be clear or unclear, pleasant or unpleasant, cultivated or musical and so on. More clear the voice, the more effective the communication. The following aspects of voice are important in communication. 5

 Speaking speed: A speaker may speak at different speeds on different occasions or during different parts of his speech. It is not desirable to speak fast or slow at all times. Speech should be such as to ensure fluency. Generally, easy parts of message should be spoken fast because these can be easily understood. On the other hand, difficult parts should be presented at a slow speed. Pitch variation: Speaking at length on the same level of pitch make speech monotonous or boring. Therefore, wide variations in pitch are made during a speech. These variations in pitch are helpful in catching the listener attention and in maintaining his interest in the speech. Generally, high level officers speak in a low pitch voice. Similarly, an angry or exited person speaks in a high-pitched voice. Volume variation: It means loudness of the speech. Volume variation puts life into our speaking. The loudness of voice should be adjusted according to the size of the audience. The larger the audience the higher the volume. Pause: One cannot and should not go on speaking without pausing. But the pauses on a speech should be at the right moments. A pause can be very useful in emphasizing the upcoming subject and in gaining the attention of the audience. However, too frequent pauses will spoil the speech. Non- fluencies: it refers to the utterances such asoh, ah, um, ok etc. careful and judicious use these utterances improve the fluency of the speech. They provide the speaker breathing and time and the audience time to think over what. Word stress: Proper word stress is highly important in communication. A speaker can change the meaning by putting stress on word here or a word there in the same sentence. For example, a different word is stressed in each of the following. Have you read the NEW SYLLABUS Have you read the NEW syllabus Have you READ the new syllabus In each sentence the same group of words is used but stress on different words gives ita new meaning every time it is spoken. A good speaker should put proper stress on words or parts of words. One good way to improve one words stress is listen to good speakers and participate in discussions. The best way to improve listening and stress is hearing English news in radio and TV. Merits of paralanguage: No oral communication is complete without paralanguage. A speakers educational background can be judged from his way of speaking. Paralanguage of a person indicates his place in the hierarchical structure of the organization. Knowledge of a persons paralanguage is helpful in dealing with him. Limitations of paralanguage: In paralanguage, we cannot fully rely on it. Unless the listener is open minded, voice quality, speaking speed, pitch etc., may be prejudice him, causing poor listening. 2. D. SPACE, TIME AND SURROUNDING: Non verbal signals which are mutually understood by the sender and the receiver originate form many sources. One such important source is the space around us which communicates in its own way. Communication experts call this dimension of communication proxemics. It is the study of how we communicate with the space around us. Proxemics may7 also be called space language 2. d. 1.SPACE LANGUAGE: Intimate: Physical contact to 18 inches Personal: 18 inches to 4 feet Social: 4 to 12 feet Public: 12 feet as far as one can see or hear. Intimate: here very close contact is maintained within the space of 18 inches. It is the most suitable distance for use of body language because most of our body movements originate within this area. 6

Only very special people like our family members, relatives and close friends enter this space. Intimate space is very suitable for highly confidential talks and decision concerning sensitive matters. Personal paralanguage: personal space extends from 18 inches to 4 feet. Here we use above the closed circles of intimacy around us. We have normal conversation with our close friends, colleagues and visitors. Communication in this is also largely personal in nature. But it is generally relaxed and casual. We may, however take some important decision in this circle. Social paralanguage: social space extends from a4 feet to12 feet. This space is used mostly for formal and official relationships. Most of the business communications take place within this area. Communication is social space are dominated by reason and planning rather than by emotions and feelings. Public paralanguage: This larger area extends beyond 12 feet. Communication in this space is highly formal and objective. High pitch of voice is used so far as to be heard by a much larger group. Public address system may have to be used in case the space extends as far as we can see. Public announcement may be to made on certain occasions. Eg. Election rallies. Fixed and semi fixed spaces: Fixed space refers to the permanent features room sizes, walls, buildings and its total capacity, corners, etc. These permanent features determine who interacts with whom, how and for what purpose. In semi-fixed space the physical features are changeable and can be rearranged. This flexibility permits use of a variety of spaces to conduct different types of communication.

2. d. 2. SURROUNDINGS: The physical environment around us speaks their own non-verbal language. It consists of a large number of objects. Two important parts of surroundings are colours and design gives signal to others. Colors: colors have been used to convey meaning since time immemorial. Different colours are associated with different attitudes, behavior patterns and cultural backgrounds. White is generally associated with peace and chastity. Pink, red, yellow, green and blue with somber associated with mood and negative feelings. Right choice of colors for our clothing, home and office interiors is helpful in effective communication. Layout and design: the space arrangement of an office, the furniture and its design etc are important in communication. A taste fully decorated office areas creates food impression. The layout and design of the organization also projects the image of the organization. 2. d. 3. TIME LANGUAGE: There is a saying Time is Money under time language we send out signals indicating the importance of time to us. Time management has become a very important part of business management. All communications should be rightly timed to be effective. 3. ON THE BASIS OF ORGANIZATIONAL STRUCTURE a. Formal channels FORMAL COMMUNICATION: It refers to the flow of messages along the routes prescribed in the organization structure. Formal channels are deliberately designed and authority responsibility relationships between different positions in the organization. Every organizational employee is required to use the prescribed channels so that the concerned officers are kept informed of what is happening in the organization. Messages of various types flow up and down in the hierarchy in the form of reports, suggestions, orders etc. Merits of formal communication: Allows flow of information in an orderly and authentic manner as it takes place along the officially prescribed routes Covers all subsystems of an organization Useful for reaching out branches easily Satisfies the people occupying managerial positions and help them in exercising control over subordinates Demerits of formal communication: Tend to inhibit the free flow of information as messages have to pass through the prescribed routes Slow and rigid, time consuming 7

 Expensive generally in writing 3. a. 1. DOWNWARD COMMUNICATION: It flows from a higher authority to a lower authority. Eg. The branch manager may communicate next years deposit target to the employees. Orders, instructions, policy statements, notices, circulars, job sheet and employee handbooks are the main forms of downward communication. Both oral and written media are used for downward communication. Audio visual media like film slides may also be used provide information and to explain work procedures to employees. Objectives of downward communication: Educate and train employees so as to improve their knowledge and skill. Inform the employees about their performance of achievements. To strengthen the authoritarian structure of the organization. Limitations of downward communication: Time consuming because of long communication lines Transmission of information from superior sometimes is too much or too less may the subordinate or may leak confidential. Frequent twists distort the message and by the time it reaches its destination it meaning may not be used what the sender intends. Effectiveness of downward communication: Planning your communication: Manager should decide in advance what is to be communicated and when. Planning will help to transmit right information at the right time thereby avoiding both under communication a d over-communication. Use right channel: information should be transmitted through the prescribed channels and to the right person. Remain informed: Every manager should keep himself fully informed of the policies, activities, and progress of his unit. He can possess adequate information only when he is effective. 3. a. 2. UPWARD COMMUNICATION: It flows information form the lower to the superior levels. It can be in the form of both written and oral messages which contains suggestions, grievances, complaints, appeals, etc. Managers are now giving increasing attention to upward communication. How to made upward communication effective: Open door policy: Every manager should make his subordinates feels that his doors always open to them. They can walk into this room as and when they like and talk to him freely. The initiative will have to be taken by the boss as it is futile to expect the subordinates to take initiative. Short lines: The lines of upward communication should be kept as short as possible. This is necessary to minimize delay and distortion. Wherever possible employees may be allowed to communicate directly with higher authorities. Periodical reports: Employees should be asked to submit reports about the progress of work at regular intervals. Such reports will keep managers to facilitate reporting. Committees: Committees consisting of managers and workers may be constituted. In committee meetings, workers get an opportunity to talk face to face to their superiors. Managers can also seek information from workers in committee meetings. Social gatherings: At periodical intervals social get together may be arranged. Such informal gatherings encourage employees to talk freely about their work-related problems. 3. a. 3. HORIZONTAL/LATERAL COMMUNICATION: It refers to the flow of information and ideas between persons and departments at the same level of authority (peers). It is communication among individuals and groups of equal rank or status. It is a very frequent used channel. The main purpose of horizontal communication is to ensure mutual cooperation and coordination between peers and interdependents work units. These allow freedom of expression due to in formal atmosphere. Doubts can be cleared on the spot and immediate feedback is available. 8

Periodical meetings between head of departments also enable persons of equal status to share information and ideas. Such discussions help to solve common problems and to create teamwork. Letter, memos and reports are written means of horizontal communication. It keeps every department informed of the needs and activities of other department. Advantages of Horizontal/lateral communication: Helps to create mutual understanding and trust between people and departments Facilitates cooperation and coordination between different departments of the organization Possible to solve problems at lower levels Helps in setting interdepartmental and intradepartmental differences without the management intervention Disadvantages of horizontal/lateral communication: Avoid unilateral action and keep informed everyone about their problems and activities Subordinates needs to avoid their fear whenever they are going to share ideas and information Need to shed ego and communication freely 3. a. 4. DIAGONAL/CROSSWISE COOMUNICATION: It takes place when person working at a lower level interact with those working at a higher level across the limits of their reporting relationships. The persons who communicate are neither in the same work unit nor at the same level of organizational hierarchy. E.g. Production manager may communicate directly with sales officers in the marketing development. Advantages of diagonal/crosswise communication: Boosting morale: it provides opportunity to lower level employees to interact with managers. This helps to improve the morale and commitment of employees towards the organization. Coordination: Formal and informal meetings facilitates the coordination between different work units. Speedy action: Direct interaction between superiors and subordinates working in different work units helps to speed up action by cutting across departmental lines. Disadvantages of diagonal/crosswise communication: No direct interaction sometimes Violates the principle of unity of command Absence of well accepted procedure

Orders Instructions Policies Procedures Lectures Awards DOWNWARD CO MMUNICATION Interdepartmental Memos Interpersonal Dialogues Line & Staff Parleys Telephone Conversation

Reports Suggestions Grievance Complains Proposals Requests UPWARD COMMUNICATION

HORIZONTAL COMMUNICATION

3. B. Informal communication/Grapevine: Man is by nature grapevines as he likes to move about in groups. Whenever two or more persons meet they tend to talk on various topics. As a result these arises a secondary network of information in the organization. This network represents informal communication n channels which exist side by side with the formal channels of communication. It is also known as grapevine. It 9

represents the unofficial channels of communication which are created and controlled by people themselves rather than by the management. Grapevine Chains: 3. B. 1. Single Strand: In this types, information flows through a long line of persons to the ultimate receiver. P tells Q who tell R and so on until it reaches W. Thus, p communicates with W through intervening persons in a strand.

3. b. 2. Gossip wheel: It involves passing information from a person in the centre to all others around him. This network is like a wheel where p is at the centre and the information passes along the spokes to all other on the rim. 3. b. 3. Probability Chain: Here P communicates randomly with other according to the laws of probability. One person transmits information at random to others who in turn transmit further in a similar manner. 3. b. 4. Cluster Chain: It involves selective communication in a group. P selectively communicates with those he can trust who may in turn transmit the information to selected person. It is the dominant grapevine pattern and most informal communication flows through this chain. Merits of informal communication: Transmit information very fast and rumor spreads like a wild fire Feedback concerning their decisions and actions through the grapevine Draws employees closer to each other and creates in them a sense of belonging. It gives mind satisfaction. Demerits of informal communication: Grapevine often carries incomplete information and creates misunderstanding Enjoys less credibility Exaggerates the content. Sudden unwanted reactions from emotionally unstable persons. EXPLAIN THE ELEMENTS/PROCESS/STEPS INVOLVED IN COMMUNICATION? Communication consists of a whole series of related actions and reactions which together result in the sharing of meaning. In order to understand how communications works, it is necessary to describe teach of these components and how each component part fits into the whole process. Source Encoding (Message) Medium/ Channel Receiver Decoding

Feedback
1. Sender: The process of communication begins when the sender feels the need for it and the idea generates in his mind. Sender or transmitter is the source of the message and wants to transmit it for some purpose. He must have a clear picture in his mind of what he wants to communicate. The sender must identify, analyze and sequentially arrange the ideas before transmitting them to the receiver. The ideas should be concrete. The sender encodes the ideas in the form of a message. 2. Message: Message is the actual information that has to be conveyed. A message means what is being communicated. It may be verbal (spoken/written) or non-verbal (appearance, body language, silence etc.). Message is the heart of communication. 3. Encoding: The sender puts his ideas or facts into words, symbols, pictures or gestures which the other person can understand. This process of converting thoughts into suitable words, pictures, charts or any form 10

which the receiver understands is called encoding. It also involves the choice of appropriate media so that the idea is translated into a message that can be transmitted to others. Words and symbols should be suitable fro transmission, reception and understanding. Thus, the content and language of communication constitute the message. 4. Channel or Medium: How does one communicate? This is what channel deals with. Channels connect the sender with the receiver. For instance, time table of a college is the channel which ensures that the teacher and the students go to the classroom at the same time. No communication take place if the teacher goes to room no.21 but the students goes to room no. 22. Medium is different from channel. For example: a letter is a medium whereas mail service is a channel. Speech is the medium but loudspeaker is the channel. In oral and visual communication, the message many be transmitted instantaneously. But in written message there is a time gap between dispatch and receipts of the message. 5. Receiver: The person or group to whom the message is directed is known as receiver. It represents the destination for the message. 6. Decoding: the receiver translate the words and symbols used in the message into idea and interprets it to obtain its meaning. If the receiver is familiar with the codes used and his perception his goods, he will derive more or less the same meanings as meant by the sender. The message should be accurately reproduced in the receivers mind. 7. Feedback: After derive the meaning the receiver reacts or responds to the message. He sends backs his response to the sender. This return flow of communication is called feedback. The process of communication is incomplete until the receiver replies the feedback. If the feedback is in tune with the message, Communication is said to be effective. Feedback is the key element in communication as it is the only way of judging the effectiveness of the message. It begins the receiver responds to the message and ends when the response reaches the sender. Feedback varies from one situation to another. EXPLAIN THE BARRIERS/OBSTACLES/CONS/DEMERITS OF COMMUNICATION? 1. Perception: An individuals view of reality is known as perception. Two individuals do not see things exactly alike. People differ greatly in the way they perceive things and events. Perception changes depend on time and situation. Hodgets says that the senders meaning and the receivers interaction are not always identical, but it is not necessary that they be so. 2. Semantic/language Barriers: Language serves as the basis for the communication. It is the medium through which views are conveyed. Sender should select the words and construct the sentence carefully. Words that are used to convey messages have several meanings. The sender selects the words as per his own frame of reference and which he thinks will convey the meaning he proposes to communicate. On the other hand, the receiver reads or listens to the message and interprets it within his own frame of reference. As people vary in their experience, knowledge of the language etc. Thus, semantic difficulties come in the way of clear understanding. 3. Perfunctory attention: If receiver pays very little attention to the message, communication in the sense of transfer of information and understanding will fail. When the employee is pre-occupied with a number of problems, sender faces such problems. In this case, employee should be made to keep away from his problems and listens to the messages. If this is not done, he cannot proceed the communication further. 4. Resistance to change: Generally, people resist changes. Resist to change will be strong when the proposed change is great. Manager should take all possible steps towards to overcome such resistance to change. One method of overcoming resistance is explaining the subordinates as to how they will be benefited by such changes. 5. Status: One of the basic barriers to communication arises due to relationship that exists in every organization.
The superior subordinate relationship in the organizational structure inhibit free movement of information and understanding ideas, exchange, views etc. Generally, those who receive information judge the sender and naturally senders status has its own weight. E.g. Any communication received from the management is accepted by the top management but the communication from workers not accepted. 6. Organizational structure: If the organizational policies, plans, rules and procedures are not clear, smooth flow of communication cannot be ensured. If the organizational structure has several layers of management, it may result in delay and distortion in communication. Lack of facilities that became a major barrier. 7. Premature Evaluation: It refers to a tendency of forming a judgement before listening to the message fully. It misrepresents the messages. Thus, it acts as a barrier to effective communication.

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8. Emotional Attitude: Emotional attitude of the parties involved in the exchange of information is another barrier. When an individual is emotional, he may not be able to know the frame of mind of other person. 9. Failure to communication: It is a persuasive barrier to communication. The communicator may be lazy or it may be assumed that everything is known to all. Sometimes, it may also arises form am intention to embarrasses the receiver or from complexes like superiority, inferiority or due to status difference.

EXPLAIN THE GUIDELINES FOR ENSURING EFFECTIVE COMMUNICATION (OR) HOW TO OVERCOME BARRIERS TO COMMUNICATION? 1. Principles of clarity: Communication should have clarity. In other words, the communication should be clear and easily understandable by the receiver. If the communication is not clear, subordinates will raise many doubts and ask for clarifications. In such case, the superior has to do a lot of follow up work and should have feedback also. 2. Using simple language: The language used in communication should be simple and easy to understand the message fully. The language used should match the level of understanding of the receiver. 3. Employees orientation: Employees should be oriented in such a manner to understand the goals, policies, plans, and procedures, etc. of the organization. This will avoid misunderstanding and conflicts. 4. Sound organizational structure: The organizational structure should be sound and simple with few layers of management. The organizational policies, rules and regulations must be stated in clear terms. So that free flow of communication can be ensured. Status difference should be minimized. Superiors should have personal contacts with the subordinates. 5. Informal communication channel: In addition to the use of formal communication channels, managers should informal communication channels to make communication effective. The use of these channels enables the superior to convey the message quickly. 6. Crosswise communication: crosswise communication at all level is needed to speed up and improve the understanding of communication. If the communication is to flow through the chain of command it will take a long time. In crosswise communication, this problem can be removed. 7. Communication channels: It should be short and straight forward so that delays and distortions of information can be reduced to the minimum. 8. Feedback: Feedback is perhaps the most importance feature of effective communication system. It can be ensured through a two-way communication system viz., upward and downward. 9. Flexibility of communication system: The communication system should be flexible enough to absorb additional loads of information, to adapt with the changed organizational requirements and to incorporate new techniques of information transmission. 10. Perceptive listening: Effective communication can be made easily only if the receiver has the skill of patient and perceptive listening. So the superiors have to develop the habit of patient listening. EXPLAIN THE IMPORTANCE OR ESSENTIALS OR NEED FOR COMMUNICATION? 1. Increase in size: Business firms have grown tremendously in scale of operations. A large business firms today employees thousands of people and has factories or offices in different parts of the world. The head office of the company must always be in close touch with branch offices. An efficient system of communication is required for the purpose. 2. Technology advancement: Rapid changes in science and technology lead to obsolescence of technology and knowledge. In order to upgrade or modernize technology, management must persuade employees to accept new technology. Regular training of staff and update knowledge of them needed to apply knowledge. 3. Cut throat competition: Liberalization and globalization have resulted in several competitions between public sector, private sector and foreigners. Managers banks have also to compete with various financial institutions. Persuasive communication in the form of advertisements, personal contacts and publicity becomes essential to receive in the race of competition. 4. Trade union movement: In banking sector, employees unions were very strong and powerful. Management must consult union leaders on several matters. Regular exchange of information and ideas between managers and union officials helps to maintain healthy relations between them. 5. Human relations: Effective communication between management and employees is necessary to develop mutual trust and confidence. Participation of employees in the decision making process and other means of communication help to develop among employees a sense of belonging and loyalty to the organization. 12

6. Public relations: Society expects more and more from managers. Business has to keep government, distributor, investors, suppliers and other section of society well informed about its contributors to society. It helps to improve the image of the organization. 7. Personal asset: Communication skill is essential for success in every job. Managers are required interview. Teachers, advocates, journalists need high degree of communication skill. EXPLAIN THE GUIDELINES OR CS NECESSARY FOR COMMUNICATION? 1. Clarity: Good communication never happens. It does not take place off hand or random. Rather it is the result of advance thinking and careful planning. The principles of clarity imply both clarity of thought and expression. The process of communication begins with the generation of a thought in the mind of communicator. Clarity of thought means the communicator must be fully in clear in his mind about what he wants to communicate(the message), why he wants to communicate (the objective), to whom he wants to communicate ( the receiver), when he wants to communicate (the timing) and how should be communicate (media/channel). Once the sender is clear in the senders mind, it must be expressed in clear and simple language. 2. Completeness: Every communication must be complete and adequate. Incomplete messages keep the receiver guessing, create misunderstanding and delay actions. Every person should therefore, be provided with all the required facts and figures. Any assumptions behind the message should also be clarified. 3. Conciseness: Brevity is the soul of good communication. Therefore, we should use only relevant details in our message. Ruskin said, Say all you have to say in the fewest possible words. Brevity saves time to both the sender and the receiver. Brevity provides grace to the speech and a force to what you write. Avoid irrelevant words and repetition. 4. Consideration: In order to communicate effectively think and look from the receivers angle. The sender should adopt a human approach and understand the motions and sentiments of the receiver. He should understand and focus on the needs of the receiver. The socio psychological background of the receivers must be understood. The golden rule First understand then be understood should be followed. 5. Correctness: You should not transmit any message unless you are absolutely convinced of its accuracy and authencity. Transmission of incorrect information may spoil the image and reputation. Give correct facts and sends your message in the correct style. 6. Courtesy: Courtesy means a friendly and helpful behavior towards others. Polite manners facilitate communications. Encourage participative communication for effectiveness. The following guidelines should be observed to ensure courtesy. Thank generously for a favour Apologize for an omission Avoid irritating expressions Answer all letters promptly Use empathy 7. Attentiveness: While sending and receiving a message, you must pay full attention. While transmitting information, attention is necessary to ensure that all the relevant details are include in correct and clear manner. Undivided attention to all incoming message is required to ensure that the messages are fully understood.
EXPLAIN THE NEED FOR BUSINESS LETTERS?

In the field of trade and commerce, business letter plays a significant role. Every business, whether small or big in size, require business correspondence with many people like suppliers, customers, Government department and the like. A businessman, as day to day activities has to communicate with different people for different purposes. For instance, soliciting enquiries, placing order for goods, executing order, asking for credit etc. Further he has to contact with certain government authorities say income tax authorities, municipalities corporations etc, to fulfill various statutory obligations. It is very difficult to maintain contact with all these persons and institutions personally. The best method to meet all these persons and institutions is letter correspondence. Letters are the only communication channels, which enables the firm to maintain contacts constantly with the rest of the people in the business world because it acts as a messenger. 13

Of course, there are other means of communication such as telex, telephone, telegraph, e-mail, ecommerce etc. But they can make only a temporary impression in the receivers mind. Further they are quite expensive. EXPLAIN THE REASON OR SITUATION OR CIRCUMSTANCES AND FUNCTIONS OF THE BUSINESS LETTER? Reasons: As L.Gartside puts it, To provide a convenient and inexpensive means of communication, without personal contact. To seek or give information To furnish evidence of transaction entered into and To provide a record for further reference Functions of a business letter: 1. Reference function: Letters are valid records for ready reference in the routine of administration. They are highly useful in business transaction. Since business is a continuous process and administrative policies have to be shaped not only according to the current trends but who on the basis of relevant past experience reference to previous correspondence becomes necessary. Where memory fails reference come into rescue 2. Legal function: Letters containing offer and undertaking should be legally binding. The legal positions of the parties with regard to any transaction can be clearly distinguished by pursuing the concerned correspondence. In case of any dispute, the business letter concerned with that transaction could be produced as evidence. 3. Sales function: Promotion of sales is considered as the primary function of business correspondence. There are special types of sales letter often drafted to create a demand for new products or expand the sales of existing product. Letter can play the role of salesmen in creating, maintaining and expanding the market for goods and services. In fact, every business letter is a sales letter. 4. Goodwill function: Goodwill is essentially a concept of friendliness with the community of customers. This friendly contacts established not necessarily by personal visits but the polite tone of the message put forth in the business letters. Goodwill adds a moral and human touch to business routine. Goodwill can be build up by observing various techniques. Quick replies to the customers inquiries Prompt execution of orders Willingness to set right the customer complaints Appreciation of customers interest WHAT ARE ALL THE TYPES/KINDS OF BUSINESS LETTER? Letter of enquiry seeking information Offer and acceptance Orders and their execution\ Credit and status enquiry Claims and adjustments Collection letters Circular letter Sales letter Banking correspondence Insurance correspondence Agency correspondence Export and import correspondence Transport correspondence Secretarial correspondence Government correspondence EXPLAIN THE QUALITIES OF BUSINESS LETTER?

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1. Correctness: a good business letter should always be written correctly and should always in the correct form. The information given in a business letter should be absolutely correct. Facts, figures, statements, quotation etc must be accurately mentioned. Every detail given on a letter should be carefully checked. 2. Completeness: The information furnished in a business letter should also be complete in all respects. Inadequate information shall create a misunderstanding in the mind of the reader. Therefore, the correspondent must have complete knowledge of the transaction. If he has full grasp of the subject and if he knows exactly what is to be communicated, he can write easily a letter covering all the necessary information. 3. Conciseness: Though the letter to be effective must complete in all respects, it should be precise as possible. It is always undesirable to use more words than necessary. Lengthy letters shall waste the time of the writer and also that of the reader. 4. Clearness: Simple and clear expression is an important virtue of effective writing. The reader should not have any difficulty in understanding the matter conveyed by the writer. Clear writing is possible only when the writer has a clear idea of what he wants to say. Reason for lack of clearness: Use of words, having too meanings Faulty punctuations Confused thinking Incorrect position of words, phrase and clauses 5. Courtesy: Courtesy means consideration for the feeling of others. Courtesy cost nothing. But much is gained by it. It is like the oil, which moves the friction, makes the life smooth and wins friends. It soften the stings of an unpleasant piece of information, create goodwill and produces a favourable responses. 6. Cheerfulness: The letter will inspire the reader only when it contents are presented with positive and pleasing element. Cheerfulness symbolizes optimism, goodwill, hope and confidence. The writer should draft his letter in such a way to create cheer among the readers, hold out promise and hope instead of choosing words to cause gloom or disappointment. Positive words always have the effect creating goodwill and hope. Negative words deflate the purpose of writing and acts as a drag on the goodwill of the firm. EXPLAIN THE PHYSICAL ASPECTS OF A BUSINESS LETTER? The purpose of the letter is top bring business and so the physical appearance of the letter should enable the reader to form an opinion about the firm and its reputation. If the physical appearance of the letter fails to create a good impression in the reader mind, it may even fail to evoke the desired response. The business should note the following points in his mind while writing a letter. 1. Paper: Regarding the paper for the letter heads and envelopes, three points need to be considered. a. Quality of the paper: The paper must be of good quality. A letter written on a cheap paper must still certainly destroy the prestige and reputation of the firms using it. On the other hand, letters written on a paper of superior quality shall definitely create a pleasant feeling to the reader and thereby add prestige to the firm. b. Color of the paper: White is considered as best color for business letters and so it is commonly used. However, if colored papers are used, they should be of light shade. c. Size of the paper: The size of the letter paper may be according to the suitability of each business. Different firms use a different size. In Greater Britain, the following size are commonly used 8X10 (Standard Size) 5X18 In the United States, the sizes are 81/2X11 (Standard Size) 51/2X81/2 71/2X81/2 are also used. 2. Typing: Typewriters are commonly used by most of the business firms. Even small businessmen prefer types letters rather than hand written. This is, because, a typed letter has a majestic look. Besides, its saves time and copies can also be taken for future reference. The following points should be noted while typing a business letter. 15

 If the matter is too long, single space may be used. Double space should be left between two paragraphs If the matter is short, double space should be given. Three spaces should be left between two paragraphs 3. Margins: Margins should be left on all sides of the letter paper and the subject matter should be typed in the centre on the letter head. The margins are just like the picture frame. Generally, one and a half-inch margin is used. In some cases, especially when the matter is very long, one-inch margin is sufficient. It generally depends on the size of the letter paper. On any account, it should not be less than one inch. Margins should also be left on the top as well as at the bottom of the letter paper. 4. Folding: The letters should have only a minimum number of factors so that the envelope does not look bulky. If the letter is folded on an unsystematically way, it shall not evoke a favorable reactions in the minds of the readers. 5. Envelope: The envelope used should correspond to the size of the paper. The colour and quality f the envelope should also be in agreement with the letterhead. The number of folding of the letterhead depends on the envelope size. Letter of 8X10 are generally enclosed in envelopes 51/2X3/14. EXPLAIN THE STRUCTURE OF A BUSINESS LETTER? 1. The heading: Almost all business firms use printed letterheads for their correspondence. Generally, the name and the address are printed on the top of the letterheads but it frequently gives other particulars such as the business description, the telephone number, the telegraphic address, the telex number, etc. the letterheads of the large concerns may give the address of its branches ad that of a branch may give the address of its head office. To give a balanced appearance to the letter, nearly one fifth of the total space should normally be used for the heading. 2. The date: This gives the date of the month and the year. It appears on the right hand side of the letterhead about five spaces below the heading. Some letterheads contain a printed line indicating where the date should be typed. In England, the usual method of indicating the date should be in original numbers such as 1st March 2000. In USA March 1, 2009. 3. The inside address: This gives the name ad full address of the person, firm or company to whom the letter is written. It is one of the essential ingredients of the physical make up f the business letter. It is generally typed two lines below the date line and above the salutation on the left hand margin. 4. The salutation: The salutation is the similar to greetings like good morning, good afternoon, good night etc used by us in social life. It is written about three spaces below the inside address. The form of salutation depends on the personal relation between the writer and the addresses as well as upon the letters rank used in business letters Sir, Dear Sir, Gentlemen, Madam, Mesdames Etc. 5. The body of the letter: The ultimate objective of the business letter is to convey a message. The body of the letter contains the principal message to be conveyed to the other party. Hence the other parts, through necessary, are only subordinate to the body of the letter. Therefore, the writer must take care of matter clearly. The matter should be properly arranged and presented in a logical manner. The body/content of a business letter comprises of the following parts. The opening paragraph The main communication The closing paragraph The main communication Length of the paragraph Sub-headings One paragraph letter 6. Complementary close/subscription: It is merely a courteous leave taking. In other words, it is merely a polite way of ending a letter. It is like the salutation, conventional in form and meaning. A letter without a close or on appropriate close is vulgar and ineffective. The complementary close is written three spaces below the last line of the body of the letter and just above the signature. 16

Salutation Dear sir, Dear madam, Mesdames Sir, Gentlemen, Madam, Mesdames Dear Mr. Balaji My Dear Mr. Rao

Complementary close Yours faithfully Yours respectfully Yours sincerely, yours sincerely, your ever Yours affectionately

Comments Standard closure for business letter Letter to superiors very Letter for friends to know each other Express their intimacy

7. The signature: It follows immediately after the complementary close. It is usually written in ink. Facsimiles can be used only incase of circular letter. Since the letter binds the signatory, the signature has assumed great importance. A person may sign in different letters in different capacities. Therefore, the signatory should clearly indicate the capacity in which he signs. For instance, if a person signs in his individual capacity, his signature do not bind the firm. EXPLAIN THE DIFFERENT TYPES OF LAYOUT OF A BUSINESS LETTER? 1. Fully intended form of layout: This is the traditional form of layout and is very popular in England as well as in our country. The special features of this method are: Under this method, the inside address, opening salutation, body of the letter etc. are all intended five space from the previous lines. 11/2 margins are generally given on both side and the date is so placed Every line of address has a comma at the end and the last line ends with a full stop The first line of each paragraph begins away from the margin. The complementary close begins at the centre of the typing line 2. Fully blocked form of layout: It is most commonly used in United States. The essential features are: Under this method, the different part of the letter and even the paragraphs of the body of the letter from the left hand margin. Only essential punctuations are typed. No coma is put after every line of the inside address, salutation etc The date line starts from the left hand margin 3. Semi intended form of layout: It is used by the conservative businessmen. It is more or less similar to the traditional letter. The features are: The inside address is typed in block form with comma at the end of each line. The body of the letter and each paragraph are intended in the same way The complementary close and the signature are typed at the centre of the typing line 4. Modified block form of layout: It is used in USA and is increasingly used by a growing number of business firms all over the world including our country. The essentials are: The date line is typed from the centre of the typing line and the terminal figures end at the right hand margin. The inside address is typed in block form without comma The complementary close and the signature are placed at the centre of the typing line. 5. Hanging paragraph form of layout: It is a most unusual one. In this form of layout, the first line of each paragraph of the body of the letter begins at the left hand margin and all the other lines are intended three to five space away from the margin. The features are: The date is given its normal position on the right hand side. Sometime is also centered The inside address should be in block form with punctuations The complementary close and signature are centered 6. NOMA simplified form of layout: it is of recent origin. The National Office Management Association recommends it for business letters. In most respects it follows the fully blocked letter styles. The features are: Complementary close and salutation are omitted. The inside address, date line and all typing are begins at the left hand margin The writers name and designation are also typed in capital both on the same line 17

7. Semi blocked form of layout: It is a combination of both block and intended forms of layout. It is also known as combined form of layout. The features are: The inside address is written in block letters. But the punctuation marks are omitted. In other words, no comma is put after each line of the inside address. Body of the letter is typed in the intended form. First line of every paragraph is intended 5 spaces. The complementary close and signature come at the right end corner below the body of the letter

(UNIT 1 COMPLETED)

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