UNIT-1 THE CONCEPT OF COMMUNICATION

1.1 Significance of communication: Effective Communication is significant for managers in the organizations so as to perform the basic
functions of management, i.e., Planning, Organizing, Leading and Controlling. “effective communication is a building block of
successful organizations”. In other words, communication acts as organizational blood.
The importance of communication in an organization can be summarized as follows:
1. Communication promotes motivation 3. Communication also plays a crucial role in altering individual’s attitudes
2. Communication is a source of information 4. Communication also helps in socializing
5. Communication also assists in controlling process
1.2 Scope of Communication: Communication is important both for an individual and also for the society. A person‟s need for
communication is as strong as the basic needs of human beings. A communication should always clearly identify the subject scope of the
communication. The subject scope is a specification of the information covered by the communication
1. The Social dimensions 2. The educational dimensions 3. Organizational dimensions
4. Cultural dimensions 5. Entertainment dimensions 6. Integrative dimensions
Conclusion
Communication of message takes place through different medium. The main functions of communication are information entertainment
and education.
1.3 Communication Process: The Communication is a two-way process wherein the
message in the form of ideas, thoughts, feelings, opinions is transmitted between two or
more persons with the intent of creating a shared understanding.

1.4 Essentials of good communication: Being able to communicate effectively

is an essential skill. Whether it‟s in our business life or our personal relationships,
effective communication is the key to our success. Life coaching for effective communication is a fantastic way to learn and attain this
skill. Through a number of communication models, I‟ll show you how to get ahead and stay ahead. Here are my top ten essential skills for
effective communication. 1. Listening 2. Non-Verbal Communication 3. Be Clear and Be Concise 4. Be Personable 5. Be Confident 6.
Empathy 7. Always Have an Open Mind 8. Convey Respect 9. Give and Receive Feedback 10. Consider The Best Medium for The
Job!
1.5 Communication Channels: 1 1.6 Upward Downward and Horizontal Communications
UPWARD COMMUNICATION:
Upward Communication is the process of information flowing from the lower levels of a hierarchy to the upper levels.
Advantages/Importance of upward communication:
1. Feedback: 2. Constructive idea: 3. Helps decision making: 4. Establishment of good relation: 5. Mutual trust: 6. Enhance coordination:
7. Motivation: 8. Introduction of new policy:
Disadvantages/Limitations of upward communication:
1. Reluctance: 2. Non-cooperative attitude: 3. Chance of distortion: 4. Trend to by-pass: 5. Delay:
DOWNWARD COMMUNICATION:
Downward communication is the flow of information and messages from a higher level inside an organization to a lower one.
Effective downward communication is crucial to an organization's success.
Advantages of Downward Communication:
1. Increase efficiency 2. Maintain labor-management relations 3. Maintains organizational discipline 4. Explaining policies and plan 5.
Effective decision making 6. Facilitates delegation of authority and responsibility 7. Help in decentralization 8. Avoid by-passing
9. Give direction 10. Issuing orders and instructions 11. Constructive suggestion 12. Explain the complex issues
Disadvantages of Downward Communication:
1. Problem of explanation and re-explanation 2. Disturbing discipline 3. Unnecessary delay 4. Efficiency reduces 5. Loss or distortion of
information 6. Reduces relationships 7. Slowness system 8. Lack of feedback 9. Time consuming 10. Lacks in efficiency 11. Creation of
frustration
HORIZONTAL COMMUNICATION
Advantages of Horizontal Communication
1. Informal and sweet relationship 2. Co-ordination of activities 3. Departmental communication 4. End of misunderstanding
5. Hindering bureaucracy 6. Dynamism at work 7. Group activities 8. Quick communication and solution of problems
9. Linking with different areas of expertise 10. Guarding against distortion message
Disadvantages of Horizontal Communication
1 Overloaded by information 2. Wastage of time 3. Positional problem 4. Lack of understanding 5. Procedural problem 6. Over specialization
7. Lack of motivation 8. Rivalry 9. Ignoring vertical communication 10. Low productivity
 UNIT-2 TYPES OF COMMUNICATION
VERBAL COMMUNICATION:
Definition: The Verbal Communication is a type of oral communication wherein the message is transmitted through the spoken words. Here
the sender gives words to his feelings, thoughts, ideas and opinions and expresses them in the form of speeches, discussions, presentations, and
conversations.
Oral communication: 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.
Advantages of Oral Communication
Disadvantages/Limitations of Oral Communication
Written Communication: A „Written Communication‟ means the sending of messages, orders or instructions in writing through letters,
circulars, manuals, reports, telegrams, office memos, bulletins, etc.
1. Advantages of Written Communication 2. Limitations or Disadvantages of Written Communication:
NON-VERBAL COMMUNICATION
Definition: The Non-Verbal Communication is the process of conveying meaning without the use of words either written or spoken. In other words, any
communication made between two or more persons through the use of facial expressions, hand movements, body language, postures, and gestures is
called as non-verbal communication
Body Language: Body language is the unspoken element of communication that we use to reveal our true feelings and emotions by using
facial expressions, gestures, gaze, tone of voice and postures in order to send and receive wordless. Body language is a powerful communicator
Why body language: 1. Body language can instantly help to evaluate the interest of people 2. It is a personal way of expressing emotions when
words don‟t help 3. It can communication interesting and non-monotonous
Positive body gesture: Positive body gestures are a sign of confidence and security. They are a sign of active participation and leave a good
impression. Positive gestures include:- 1. Walking upright 2. Shaking hands confidently 3. Having a pleasant face. 4. Nodding head is a
positive gesture 5. A steady eye contact 6. Negative body gestures
Negative body gestures: Following negative gestures are a sign of insecurity and restlessness. Such gestures show a lack of confidence. Such
gestures should be avoided in interviews or meetings. 1. Being up tied 2. Biting nails 3. Getting distracted 4.Faking a smile5. Looking at
something else while talking instead of the speaker
KINESICS: Kinesics communication is communicating by body movement and is perhaps the most well-known non-verbal form of communication,
although it is not the only way to talk with others without words. 1. Body posture 2. Gestures 3. Facial signals
1. PROXEMICS Proxemics is the study of space and how we use it, how it makes us feel more or less comfortable, and how we
arrange objects and ourselves in relation to space Types of Proxemic 1. Intimate distance (0-2 ft.) 2. Personal distance (2-
4ft.) 3. Social distance (4-12 ft.) 4. Public distance (>12 ft.)
TIME LANGUAGE Time language or Chronemics is the study of the role of time in communication. It is one of several
subcategories of the study of nonverbal communication. Chronemics can be briefly and generally defined as the study of human tempo as it
related to human communication. More specifically, chronemics involves the study of both subjective and objective human tempos as they
influence and are interdependent with human behavior.
HAPTICS: TOUCH LANGUAGE Haptics is a form of non- verbal communication using a sense of touch. Some forms of Haptics
communication is Handshake, or a gentle pat on back, or a high five. It is 1. Professional 2. Punishment 3. Greeting 4. Guiding 5. Gaining
attention 6. Sympathy 7. Friendship 8. Arousal
 UNIT- 3 INTERPERSONAL COMMUNICATION
1.1 INTERPERSONAL COMMUNICATION: Interpersonal communication is the process by which people exchange information,
feelings, and meaning through verbal and non-verbal messages: it is face-to-face communication. Interpersonal communication is not just
about what is actually said - the language used - but how it is said and the non-verbal messages sent through tone of voice, facial expressions,
gestures and body language.
Key interpersonal skills in the workplace
The research above outlines 10 key interpersonal communication skills identified as crucial by business executives. These include:
1 Communication 2. Courtesy 3. Flexibility 4. Integrity 5. Interpersonal Skills 6. Attitude 7. Professionalism 8. Responsibility 9. Teamwork 10.
Work Ethic
1.2 COMMUNICATION STYLES: Interpersonal communication style is the manner in which one communicates. It includes the way one
interacts to create expectations for future behavior on the part of both participants. Communication is the transmission of information and
meaning from one individual to another. The communication process, whether verbal or nonverbal, involves a sender and a receiver. Whether
we realize it or not, people are constantly shaping our behavior by the ongoing style they use as they talk to us.
1 Dominant communication style 2. Dramatic communication style: 3. Contentious communication style 4. Animated communication style 5.
Impression-leaving communication style 6. Relaxed communication style 7. Attentive communication style 8. Open communication style 9.
Friendly communication style

1.3 MOTIVATION TO INFLUENCE INTERPERSONAL COMMUNICATION A healthy employee relationship leads to an increased
level of satisfaction among the employees and in turn an increased productivity. Workplace becomes a much happier place and employees tend
to concentrate more on work rather than unproductive things. Motivation plays an important role in a healthy employee relationship.
There are 8 main components that contribute to employee’s motivation:
1. Salary 2. Non-monetary incentives 3. Relationship with colleagues 4. Relationship with Superiors 5. Company’s culture
6. Learning and development opportunities 7. Processes within the company 8. Personal life
1.4 ROLE OF EMOTION IN INTERPERSONAL COMMUNICATION
Emotion plays a large part in our ability to communicate effectively. The best communicators use emotion in a positive manner, evidencing
passion, drive, energy, trust, and calmness. However, this skill is one that needs to be learned: it is a natural human trait for our emotions to
cloud our ability to communicate, giving away our feelings and disrupting our ability to communicate effectively.
Emotional Barriers to Interpersonal Communication
1. Anger - Anger can affect the way your brain processes information given to you
2. Pride - The need to be right all the time will not only annoy others, it can shut down effective communication
3. Anxiousness - Anxiety has a negative impact on the part of your brain that manages creativity and communication skills.
Overcoming Emotional Barrier
To overcome emotional barriers within the workplace, here are some helpful hints:
1. 1. Removing Yourself 2. Accepting Imperfections 3. Relaxation Exercises
Conclusion Communication is not a one-way street. To have others open up to you, you must be open yourself. By overcoming the seven
barriers to communication, you can ensure that the statement you are making is not just heard, but also understood, by the person you
are speaking with. In this way, you can be confident that your point has been expressed.
 UNIT- 4 BARRIERS OF COMMUNICATION
Definition: A communication barrier is anything that prevents you from receiving and understanding the messages others use to convey their
information, ideas and thoughts. These barriers may be related to the message, internal barriers related to thoughts and feelings, or external
barriers
4.1 Barriers to Effective Communication
1 Linguistic Barriers 2. Psychological Barriers 3. Emotional Barriers 4. Physical Barriers of Communication 5. Cultural Barriers
6. Organizational Structure Barriers 7. Attitude Barriers 8. Perception Barriers 9. Physiological Barriers 10. Technological Barriers & Socio-
religious Barriers
4.2 Socio-Psychological Barriers to Communication:
1 Attitude and opinions: 2. Emotions: 3. Status difference 4. Inattention 5. Closed mind 6. Distrust 7. Poor retention 8. Premature evaluation
4.3 Tips to Overcome Communication Barriers: In every organization barriers happen during the Communication. Sometimes
the message intended by the sender is not understood by the receiver in the same terms and sense, thus leading to communication breakdown.
So, it is important to deal and cope up with these communication barriers so as to ensure smooth and effective communication.
Here are 10 tips to overcome communication barriers:
1. Use Simple Language 2. Eliminate differences in perception 3. 3. Active Listening 4. Avoid Information Overload 5. Reduce and eliminate
of noise levels 6. Emotional State 7. Proper Media Selection 8. Simple Organizational Structure 9. Flexibility in meeting the targets 10. Give
Constructive Feedback
4.4 Types of Listening
1. Discriminative listening 2. Comprehension listening 3. Critical listening 4. Biased listening 5. Evaluative listening 6. Appreciative
listening 7. Sympathetic listening 8. Empathetic listening 9. Dialogic listening 10. Relationship listening

UNIT- 5 REPORT WRITING

5.1 FORMAL REPORTS
A formal report is a document that discusses a certain subject or a problem and is written for a specific audience. Such works have a special
format, which varies in different organizations and facilities. There is no wonder numerous people have hard times understanding how to write
a formal report as the structure of the paper is very complicated:

1 Cover letter 2. Title page 3. Table of contents 4. Abstract page 5. Introduction 6. Discussion 7. Conclusion 8. Recommendations 9.
Glossary 10. References 11. Appendix

Essential Elements of a Formal Report

Here are formal report essentials you have to include in writing one:
1. Executive Summary 2. Introduction 3. Presentation of Data 4. Analysis and Interpretation 5. Conclusion

5.2 WRITING EFFECTIVE LETTERS E-mail may be the quick and convenient way to relay daily business messages, but the printed
business letter is still the preferred way to convey important information. A carefully crafted letter presented on attractive letterhead can be a
powerful communication tool. To make sure you are writing the most professional and effective letter possible, use the business letter format
and template below and follow these basic business letter-writing. 1. Know your objective 2. Use a professional tone 3. Write clearly 4. Organize
your information logically 5. Use Color To Emphasize Words In Text 6. Be persuasive 7. Understand your reader 8. Conclude your letter with a "call to
action 9. Proofread your letter
FORMAT OF A FORMAL BUSINESS LETTER
1. Date 2. Sender's Address 3. Inside Address 4. Salutation 5. Body Text 6. Closing "Call to Action 7. Signature Block 8. Enclosures
5.3 10 Types of Business Letters
1 Sales Letters 2. Order Letters 3. Complaint Letters 4. Adjustment Letters 5. Inquiry Letters 6. Follow-Up Letters 7. Letters of
Recommendation 8. Acknowledgment Letters 9. Cover Letters 10. Letters of Resignation
5.4 Best Techniques for a Successful Job Interview
Interviews range from conversations lasting a few minutes to several formal meetings, sometimes with more than one interviewer. The
interview process allows you to demonstrate that you are the right candidate for the job.
1. Do your research 2. 2. Look sharp 3. 3. Be prepared 4. 4. Be on time 5. 5. Show enthusiasm 6. 6. Listen 7. Answer the question asked
8. Give specific examples 9. Ask questions 10. Follow up
5.5 COMMUNICATION ETEQUETTES
Etiquettes can be defined as 'unwritten norms of behavior that make interaction pleasant'. A little bit of care exercised in displaying etiquettes
can open up channels for communication and help in creating a better image of the self/the organization. Though fairly simple to follow, they
are often either ignored or not displayed.
1 Arrive on Time 2. Dress Appropriately for Work 3. Greeting a person 4. Introduce yourself and others 5. Offer a seat 6. Listening carefully
without interruption 7. Paying undivided attention 8. Speak Kindly to Others 9. Watch Your Body Language 10. Don’t Interrupt Others 11.
Pleasant parting
Email Etiquette at Work
1. Specify your subject line 2. 2. Use a professional email address 3. Use professional email greetings 4. (Mostly) avoid “reply all 5.
Proofread 6. Acknowledge emails 7. Avoid all caps 8. Attach carefully 9. Double check that email address 10. Sign off in style
Telephone etiquette
The telephone is perhaps one of the most helpful inventions of the eighteenth century. Though technology has advanced over
the years, making way for e-mails and chats; for most of us, telephonic communication continues to be the most convenient way of
making a conversation. However, when you're speaking over the phone, there are certain barriers that come in the way which also
need to be taken into consideration.
1. Greeting 2. Take permission and be polite 3. Identify self and the organization 4. Clarity 5. Purpose of the call 6. Know your timeline and
keep it short 7. Avoid fillers and keep it interesting 8. Smile through the phone 9. Find some quiet place 10. Summarize, paraphrase and close