BUSINESS COMMUNICATION KISALAY COMMERCE CLASSES. CHAPTER-1 COMMUNICATION- ELEMENTS AND FORMS | * INTRODUCTION ( is universally acknowledged that only 9% of, the communication time of business,people is spent on writ fo on speaking and listening. “| Bx ke, lee aeeaeubiarae Whether an organization is large, small or Virtual, sharing information among its parts and with the outside world is the glue that binds the organization together. When you join company, you become a link in its information chain, Hence, communication is the lifeblood of an organization. MEANING AND DEFINITION OF COMMUNICATION The term ‘communication’ has been. derived. from. the. Latin" word ‘communis’ which means ‘to share’. Communication may, therefore, be defined as the process of sharing information, ideas and feelings so as to create mutual understanding and cooperation among people. ‘Communication is the process of sending and receiving verbal and non-verbal messages. Communication is complete when the.receiver understands in the same sense and spirit that the communicator arid intends to CONVEY ps sas en 5 7 OB ens vais 8) z commu Ga dha ety jotions by two or mare persons. BaBGIwAn Se ie nsss EE G8 ie Uy Ga -WiH) Norman.& Summer A ARR EEE MID ERUSN ao oH MERCE A COMPEATURES OF COMMUNICATION! \'=*~ © Communication is unavoidable : Communication is always an ‘existing and unavoidable phenomenon. Not to talk of facial expressions, positive gestures and other behavioral ways, even silence also conveys 2 Jot about the person's attitude. 2. Continuous process : Communication is not an at process, icorporating various events and activities that are inter-related and interdependent. 3. Two way traffic : Communication is not complete unless the receiver understands the message. To ensure that the receiver has understood the message, there should be some sort of feed-back, Thus the communication is two way and not the one-way traffic. 4, The role of perception : Human perceptions , the process of interpr signs, through Five senses (seeing, hearing, touching, tasting an ‘communication process. Our sensory receptors are limited and detect only a notice. Consequently our communication’ is selective, Universal : Communication jis universal phenomenon: communicate through their own symbols and signs. Social Process : Communication is a social process as it enables everyone In the society to satisfy his es needs and desires through exchange of written, spoken or non-verbal message. It Is through communion that two or more persons Interact and influence each ‘other and consequently bridge the gap in their understanding. 7. Transactivity transactive, it has been ot nahi Bhawan, Tagore Town, Prayagrl| Mob. 9451505506, 9451070072 :],or event at an instance of time rather it is a continuous reting and giving meaning to the objects or id feeling) plays @ dominant role in the ‘small part of the phenomenon, We [Al living creatures (human beings, birds, beasts etc) teraction and transaction, It is ‘when one person leaves, the PAGENO. 2 ‘since the communication process involves multiple casually in served that in a gathering of five or six persons, 147-A/1, Near B Scanned with CamScannerKISALAY COMMERCE CLAgg, BUSINESS COMMUNICATION spares Fm ne commotion shuatin conversation changes entirely. People change radically when another; sometimes becoming talkative sometimes silent. Js, audiences, and effects y ources, channels, Multidimensionality : Communication is multidimensional, Tts sources, 8 9. L these messages are multi-dimensional. Multi purposefulness : Communication process is multipurpo: they have purposes which they wish to accomplish, Participants act as rece jcipants, act as sources to the exter se. The parmeyvers too, to the extent they hay, Purposes they wish to accomplish LEMENTS INVOLVED IN THE Eee yeti ELEMENT OF COMMUNICATION PROCESS Ls Receive Decoding Channel “s(lunderstand Feedback PROCESS OF COMMUNICATION \ Itis the Sender who initiates the communication process. ! The need for, commiznication arises’ when the ‘sender-has some idea which he wants to share. street The sender may. be an. individial,"“group, or "Ygbntation. ‘The sender's experiences, knowledge, skill, perceptions, and culture influence'the message. Tn order to convey his idea, the:senderzmust begin encoding, which means transferring the idea or information into @ message. ‘The process of encoding may involve use of words and language or gestures. 3. The sender has to decide what information or idea he wants to transmit. This is called message. a, . | $22 Thisidecision by the Sender'isjbasedvon'what heibelieves about the receiver's knowledge and = assumptions, along|with what additional information he wants the receiver to gain. + Messages ‘can be verbal (Written or oral) or non-verbal’ (body language, silence and signs ~ fete) 5 Ee SUAD 4 SAME AE id convey the message. * For example, when immediate feedback is necessary, oral communication channels are more effective because any uncertainties can be cleared up on the spot. In a situation where the message must be delivered to a large group of people, written channels are often more effective, In many situations, both oral and written channels should be used simultaneously because one supplements the other. {|"* “The chaninel is the means used ti The receiver is the person to whom the message is directed, All interpretations by a receiver are influenced by his experience, attitude, knowledge, skills, perceptions, and culture. ‘The receiver decodes the message, Le., he gives meaning to the words and symbols. The receiver begins to interoret the words and symbols sent by the sender. He translates the ‘message by using his knowledge and experience in order to make the words and symbols meaningful. Feedback is the final link in the chain of the communication process, After receiving 9 ‘message, the receiver responds in some way and signals that response to the sender. The signal may take the form of a spoken comment, a long sigh, a written message, 2 smile or some other action, Without feedback, the sender cannot confirm that the receiver has interpreted the message correcty. 147-A/}, Near Banshi Bhawan, Tagore Town, Prayagra.| Mob. -8451506506, 9451070072 PAGENO. 3 Scanned with CamScannerBUSINESS COMMUNICATION KISALAY COMMERCE CLASSES. COMMUNICATION PROCESS MODEL 1, ONE- WAY COMMUNICATION MODEL : Th one way communication, there Is no feedback from the receiver to the sender. Here the sender is not sure of the receipt of information as well as its understanding by the recipient. SENDER RECEIVER RECEIVER MESSAGE ENcope |-—>| CHANNEL }-—»] DECODE MEANING (One-Way Communication 2. TWO- WAY COMMUNICATION MODEL :. 1m two-way communication there Is active feedback from the récelver to the sender to ensure that the receiver has understood the same meaning which’the sender intended to.convey, Two-way communication is explained through the folowing diagram SENDER RECEIVER RECEIVER ENCODE DECODE MEANING IDECODE AS| /encove as} [RECEIVER ‘SENDER apgegTegorayCommunieaton IMPORTANCE OF'COMMUNICATION Communication is next to oxygen and water for the existence of the whole society. It is through ‘communication that we bridge the gaps in our understanding and create harmonious relations. For an individual, Communication skill plays 2 decisive and dominant role in the success of every business and profession. Communication‘is vital not only forthe silccéss and growth of any business execitive or profession, but also for the Sinath and efit fubia oa enters 3) Communication. plays 2 val role_in nan 1g better human relations, such as_employer-employee relationship. WIP LET KSHOP OF COMMERCE b) It helps in managerial decision making and planning as managers takes decisions on the basis of information they have. Further, they have to communicate their decisions to their subordinates. ©) With the help of proper communication employees can be easily trained for their jobs. Moreover it helps when ‘employees are explained as to how to use new/ advanced equipments etc. 4) Communication helps in co-ordination of human efforts in different departments of an organization. e) Communication inspires and motivates people to strive their best In achieving ‘the organizational goals. Seniors can inspire their staff to work hard and maintain positive attitude. f)_Itis of utmost importance to the leader, who with the help of his communication skills, influences his team. g) It helps is maintaining team spirit and mutual co-operation. fh) Communication plays a vital role in overcoming resistance to change. 1) An organization can create good public image by properly communicating Its mission and social responsibilities to the public. 4) Last but not the least, it provides immense psychological satisfaction to the persons involved as they are able to ‘exchange their ideas and views. FORMS, CHANNELS AND TYPES OF COMMUNICATION ‘The importance of communication in business becomes more obvious when we consider the communication activities that go on in an organization. Communication in an organization takes two main forms. They are : 147-A/T, Near Bansh Bhawan, Tagore Town, Prayagra.| Mob. 9451506506, 9451070072 ; PAGENO. 4 Scanned with CamScannerpo the basis of ; i Channels of Communication Method of Communication ‘Verbal. Non-verbal Formal Informal 7 ‘Communication ‘Communication Communication ‘Communication: sign Lavage boa Semi nue space, Surrounding 17% Prd Tin 0 (A) ON THE BASIS OF METHODS OF COMMUNICATION This form of communication consists‘of verbal and non-verbal completion. 1. VERBAL COMMUNICATION’ e a 1, ‘The ter, véfal means ‘use of Words. Verbal|coniinlnication, means corifiunication through wicrds which ma be oral or written. Thus in verbal communication|words.are.the main comminication’ symbol used on and off the job Words infact make languages and are mostiaccurate,and powerful symbol, Therefore most of the communication it workplaces takes place through words. fe nd ‘Accurately and clearly delivered verbal communication activates the: ORAL COMMUNICATION ind,and encourages creativity. In Oral Communication, both the parties to the process)"ie., sender and receiver, exchange their ideas througt ‘oral words either in face to face communication or through any mechanical or electrical device, such as telephone etc. ADVANTAGES a) Economical : Oral communication isyrelatively less expensive. It saves,theymoney spent on stationery in an BMA MOR eR MMs is sm: ») s fest sds he tine nvohved in wring the message, ° very flexible in’ sense it provides’an opportunity to the speaker to correct imself and make himself ear by changing his voices pitenytone ete) c= em ey Sah bee 4) Quick Résponse':'Gral Communication is also Filpful in getting quickér response from the receiver. The speker gets immediate response from the receiver. ) Personal touch : Oral communication is personal in natu subordinates closer. It is also an effective tool of persuasion. f) Maintain secrecy : Oral communication has an added advantage of maintaining sect more easily kept confidential than written messages. * a naan g) Group communication : Oral communication is an effective tool for communicating with ur n the groups at large. Group reactons cn alo be interpreted inmeditely to artve at reasonable conus DISADVANTAGES a) Time Consuming : Oral communication may not i ‘ b) Poor retention : Oral communication : messages in his memory for long. Sometimes even the 5 speaker may ) Not suitable for lengthy messages : Very often oral is lengthy messages when commumted tvecee, ten ofl ‘Spaymunication gets distorted. This is more so in case of 4) No record : No permanent record is kept in case of 1 mi messages have no lgal vet, oral communication..In the absence of record, or! isunderstood : In oral communication, much de : , much depend: tz poor voc expteson, may no beable fo eke ary en 8, Bch, voce ee. The speaker, det 1) Not precise : Oral communication is not precise and to the point. ney ener May also be in attentive. ‘other when they speak. Very often, the exact message to be aaamre pe are More precise when they wie ‘V47-AN, Near Bans e Conve V1, Near Banshi Bhawan, Tagore Town, Prayagra.| Mob. 9451506506 was Ones in a mass of words. ‘i " PAGE NO. It is this nature that brings superiors and 9 Scanned with CamScannerBUSINESS COMMUNICATION auSness OMBUNEATOR KGSALAY COMMERCE CLASSES Witten communication means communication throu i : ah words written. In written communication, both th porto ts tes process on sondor snd recewer cxthonge tetas tweugh wren words grape; dagrams, pictographs ete. Tt transmits messages through leters, memos, notices, circular notes, manuals etc. 7 IMPORTANCE OF WRITTEN COMMUNICATION a) Written communication is indispensable to an organization. Just at it is im i r } possible to think of social ife without coral communication, it is impossible to think of business or an organization without wri the backbone of the business organization, sown ome b) Written communication Is used more in an organization because face to face cat e communicati T possible, due to employees being spread over widely located geographical distance. ons nok ahve ©) Written ‘communication assigns responsibilty. In an organization employees have to function " i within def EE tls mhomes:of gan cprvnkaton fete en wo ceaine responsibilty. 4) Written commurication, though its media of letters aid miénus to its creditors, shareholders can boost up the image of the organization. = ADVANTAGES . 3a) Permanent Record : Written Coiriunication provides a permanent recbid fo future reference and serves 2s 2 ‘good guide for decision making arid planning in future. ie Yh b) Precise and Accurate : The writer tries to organize'hs ideas logically before penning them down. As 2 result ritten communication tends to be'more accurate, precise andyreliable. 7) | ine ©) Legal evidence : Written messages provide. a pérmariént record and as such are used as legal evidence in a court of aw. Written records are more reliable and acceptable as dociimentary proof. d) Wide coverage : Written cornimunication, has the widest possible coverage. It is perhaps the only means of communication when the sender and the receiver are seperated by long distances. e) Easy to Understand : Written messages. can be\fead'and re-read again and again. Thus, it understood better. i ao {Suitable for lengthy messages : Lengthy messagesiloosether authenticity In ofal communication. Written communication is thus very suitable for transmitting lengthy messages. 4) Aids control: Written communication encourages deliberation, permits edting and reviews helps to prevent distortion and consequent misunderstandings. Ikely to be DISADVANTAG! © ee cam Bn telbe Sent fmmediately. Its a) Time consuming! # Witten communication fs not suitable eAltdmessages time consuming’event. which requires time ‘not only ending it but'also in pltting the message in Warlting. b) Rigid : Written communication is rigid, and lacks, fexbilty, The, doubts, and .queries.cannot ,be clarified K OP OF COMMERCE immediately. WW) Vi ©) Costly : Written communication is a bit more expensive than ‘oral communi stationery, postage and typing costs. d) Lack of secrecy : Itis difficult to maintain secrecy in written communication. e) Delayed feedback : Written communication is mostly nandicapped by its inability to get immediate feedback. ‘The sender of the message is not able to judge the response of the receiver from his facial expression. f)_ Increases the workload : Written communication creates mountains of paper cluttered around the premises of the organization. The staff has a tough time in managing it very often valuable papers are lost. ication. It costs a lot in terms of jf! Oral Communication’ | Communication Is expressed through spoken words. ‘Communication Is expressed in writing 2. _| Tetakes less time. Te takes more time, 3,_ | Tt may not be precise Te can be very precise. i 3 Tf oral communication may not be complete may | It's not ut 1 ‘understand written communication fit be difficult to understand is expressed in unambiguous terms. B._[Itis generally informal in nature. Tkis generally formal in nature. cquaaaceee 6. | Oral message may not be taken casvelly. Ttis generally taken seriously. = 7.___ [Oral message may not be verifiable. Written message is verifiable from the records. 5. 9451506506, 9451070072 “VA7-A/1, Near Banshi Bhawan, Tagore Town, Prayeara.| Mo Scanned with CamScannerBUSINESS COMMUNICATION KISALAY COMMERCE CLASSES 2. NON-VERBAL COMMUNICATION Non-verbal communication is that communication which involves neither written nor spoken words but takes place without the use of words. In it we are concerned with such things as body movements, space, time voice tone/pitch, general characteristics of the environment colour, and any king of audio or visual signals that the ‘communication may use. IMPORTANCE OF NON-VERBAL COMMUNICATION a) Non-verbal communication is important because actions speak louder than words. b) Non-verbal communication reveals a person true feeling, motivation or character. Due to this non-verbal ‘communication are superior to verbal communication. ¢)_Innnon-verbal communication the emotional content or meaning is conveyed more by facial expressions and tone of voice rather than what the person is saying. TYPES OF NON-VERBAL COMMUNICATION TYPES OF NON-VERBAL COMMUNICATION Body Language Spatial Language [KINESIS] [PROXEMICS] IRinsinty ineludes - £00 se mein inclides - = Gestures "| ‘hp = Space = Postures \ My «time + Eye-centact\ o.4 "Facil expression * Personal appearance "Touch BODY LANGUAGE [KINESICS] ve a) Gestures : The physical movement of arms, legs, hands, torso and head are called gestures. They also play a very important rote in conveying meaning or messages without using' words. Speech and gestures go together and therefore, have to be properly co-ordinated. Lack of co-ordination between speech and gestures will lead to contusion: ay ‘ wr b) Posturesiy Aypersonscan makesboth postive and negative: Impression of| himself others; through his body posture! Therefore, We 'should make efforts to ensure that our, body, does not send out wirong) ‘or negative signals especially diring'interview/meeting and other formal and inforinal interactions, Sis iil Cap bases ©) Eye Contact Eyes command) particular attention asa source of non-verbal communication. Eyes communicate our deepest feelings. Ih! facé to face communication eye contact is of great importance. They especially effective for indicating attention and interest, influencing others, regulating, interaction and establishing dominance. 4) Facial Expression : Your face is the primary site for expressing your emotions, it reveals both the type and the Intensity of your feelings. Your eyes are especially effective for indicating attention and interest, influencing others, regulating interaction, and establishing dominance, ) Personal Appearance : People respond to others on the basis of their physical appearance, sometimes fairly and other times unfairly. Although an individual's body type and facial features impose limitations, most people ‘are able to control their appearance to some degree. Grooming, clothing, accessories, style- you can control all of these. If your goal is to make a good impression, adopt the style of the people you want to impress. ) Touch : Touch is an important way to convey warmth, comfort, reassurance - or control. Touch is so powerful, in fact, that it is governed by cultural customs that establish who can touch whom and how in various circumstances, SPATIAL LANGUAGE [PROXEMICS] a) Tima : Like touch, tne can be used to assert authority, mpl inimacy, and send other non-verbal messages. ‘or instance, some people try to demonstrate their own importance or disregard yi people wait; others show respect by being on time. ear gee PY raking ober b) Space : Space Is used to communicate meanings. The distance Is slightly more in the formal board room. The distance is stil more at public meetings and conferences, Distance matters lsh te ay of an office or counter. Thus space determines the formality and informality of business relations. 47-A/1, Near Banshi Bhawan, Tagore Town, Prayagra, | Mob. :9451506506, 9451070072 PAGENO, 7 Scanned with CamScannerBUSINESS COMMUNICATION KISALAY COMMERCE CLASSES PS TTT TH TN Co) SETAC yO eee SIN.] Basis of Verbal Communication Non-verbal Ci seasis of bal Communication 1 | Meaning When words are used in communication |It means, all communication that spoken or written we call it verbal involves neither written nor spoken communication, words. 2 | Types Mainly having a two bes: Body language, time and space are Oral mainly a part of non-verbal Bayne communication ._| Time Consuming | No, It is less time consuming. Yes, takes tie, 4. | Advantage “The message can be dearly understood and | Helpful in understanding emotions, immediate feedback is possible: status, lifestyle and feelings of the is sender. | Documentary Yes, n casei written Communications” _ “| There is no documentary evidence, Evidences at ot as (B) ON THE BASIS OF CHANNELS OF COMMUNICATION Channels of communication may be classified into two categories. +. \ i 4. FORMAL COMMUNICATION. .\/ Meaning : % \ yw 4A ‘The term formal refers to a style or forin of writing, speaking ‘or behavior which is very correct and suitable for important occasions or official purposes. Writiig,to, of meeting the, top executive of a company demands that the ‘subordinate should use the correct form. of. communication tobe 'trarismitted through the upper levels of the hierarchy. For instance, he or she cannot meet: the boss without a prior appointment or with a total disregard for the appropriate dress code. — VARIOUS FORMS OF FORMAL COMMUNICATION © 4. Downward Communication : communication that flows from the top level of the organization to the bottom level along with the scalar chain are known as downward ‘communication. Example for such type of communication are orders, instructions, rules, policies, programmes and directives etc. It specifies the extent of the subordinates authority and ther responsibilty. prague. On 2. Upward Communication # Upward commiication|s ist the! opposite of davniiard communication, In this ‘communi¢ation ystem) (the: message is transmitted fromthe! bottom of the: organizationi upwards to'the top of the organization through, the, middle managers along with.the Tine, Usually. this, includes, workers: arieyances, suggestons and reactions: This communication system Was hot appreciated by the superiors. But is as assured importance in modern times and is considered to be a main source ‘of motivating employees. 3. Horizontal Communication : The flow of information between departments or people of equal level in an ‘organizational structure may be termed as horizontal or lateral communication. The two: departments may be under the same superior or may have different heads. ‘Such communication may be written or oral. The main ‘object of lateral communication is to co-ordinate the efforts of different departments or persons. 4. Diagonal Communication : Diagonal communication is between people who are neither in the same department nor on the same level of ‘organizational structure. It cuts across departmental lines. It generally fakes place when members cannot communicate eectively through other channels. ADVANTAGES. 1a) Ithelps in maintaining authority relationships in the organization. b) _Ithelps in fixation of responsibility. )__It provides job satisfaction to the persons working in organization. 4) _Itenables managers to co-ordinate the work and to run the organization smoothly. @) Mostly formal communication is writen, so records can be used for further references. Formal communication is effective as itis taken seriously by the receiver. DISADVANTAGES a) As communication is formal and distant, itis an expensive method. sot b)_Formol communication is time consuming and dificult process as the message passes through different level hee PAGENO, 8 Ta7-A/, Near Bonahi Bhawan, Tagore Town, Prayagra.1 Mob. 8451508506, 9451070072 . Scanned with CamScannerBUSINESS COMMUNICATION KISALAY COMMERCE ge, €) "tis not suitable for stuations requiring Immediate feedback/response. ) Its less flexible and can cause problems of Interpretation. €) It does not allow for exchange of opinion, views, or attitudes which are not work related. 1) Once a message is transmitted using formal channels, Its difficult to modify It afterwards. 2. INFORMAL COMMUNICATION | The term informal refers to a relaxed and frlendly attitude which does not require strict rules of how to behay, ‘or speak or dress or write, It does not follow. any planned system or set rules. When a person comes on his work th ‘an organization he talks to his friends about his household, family matters, energy problems, films and Matter; jejated to other coleagues in the organization. There are all personal talks. Thus, most of the communications gr informat communication, which do not follow any established path or planned system. These are free from a formalities. This is also called rumours oF grapevine, WHAT IS A GRAPEVINE? Informal communication is often called grapevines wher il’ happensbehind one’s back. The word, ‘grapevine Was first used in 1736, during the Ametican-Civil'Warj:to’refer,to:armischlevously made false story to blacks; cemeone. The modem meaning was developed: much later in, the‘context of the need for secret communication specially inthe circumstance in which people were not free to communicate with each other. ine present meaning of the word:ddes not have either blackmail or\delberate secrecy as its essential feature although they are mildly present. The térm means the complex network of communication in an organisation which conveys rumours and comments under thé prétencé‘of secrecy. THE GRAPEVINE NETWORK, All the J he grapevine network is secret and, confidential: HoweVér, secfecy and! confidentiality are meant to be Molated, When someone says, "I shafe this information énly with you, please do not share this with anyone else" its an Indirect invitation to share this withiall others: Whether it is secret or nt, the grapevine is anonymous. DIFFERENT TYPES OF GRAPEVINE, a) Single-strand Chai person tells somet ‘communicated to al, ©) Gossip Chain : In gossip chein one person communicates with many persons. As soon as a person gets some interesting non job related information he conveys the same to every ether person, ©) Probability Chain : In probability chain communication takes place betwen many persons. These information is conveyed fromone person: to’ another irrespecti /ejofithe\factithat they: are relatedito:each other or not aausn? In single strand chain one-person coinmuicates with only one person. In this the fis to the 2%, the 2" to-the'3!:person;‘the 3° to 4 person and so on till the message is whethefformally/or informally, In this the information passés at ) Cluster Chain : In-clister chain one person comininicates With many other persons but selectively. In this one Poreone eae ceeeniatyinformation:to 4.07 Sepetsans:whomy he knows:very well'andican trust out of these 4-5 Bersons one oF ti¥0 may again pass on the information. This is knovin as custer chain Betause one person wile conveying message may form cluster. ©O®O/O@© O°UFO© Gossip Chain {one person A spreads information to another) Single Strand Chain (one person passes information to another) 147-A/1, Near Banshl Bhawan, Tagore Town, Prayagrj | Mob. 9451506506, 9451070072 PAGENO. 9 Scanned with CamScannerBUSINESS COMMUNICATION © QPS ® © o® Probebilty Chain ® custarchain {each person randomly pass {Some people transmit information to Trformation to ne rest) lective Inalviduale) ADVANTAGES we a) tis free from formal lines of authority. b) Communication is faster and quicket as the message has not to pass throtigh prescribed route, ¢) There is no channel of commard and it spreads to all directions, 4) If properly utilized it may /supplenjent formal’ channel of: communication as it may be used to clarify xawt Managements viewpoints, | > ie toe e) _Itmay also provide feedback to managers oh the Sa of a decision taken by the management. ) Informal communication draws, employees closer to each othet and builds up a co-ordial relationship. DISADVANTAGES iN a) Grapevine often carries halftruth and distorted information with an alarming rate of speed. b) The people in an organization are likely '8 be\mis-informed and misled: ©) Since there is no chain of command itis diffcult-to fix responsibilities on a particular individual. ) Often the information transmitted is contradictory in nature, ) Grapevine is less orderly and tess static and thus the image of the organization may be spoiled. wade Lisa Taye SN “Formal Communication: Informal Communicatior 1 Tt follovis\ the. official :chain'lof ‘commiandlior! | it/éuts:across. the formal chain of command and does not organizational Rerarchys oes | foiow organizational hierarchy. = 2 [It is based on fra lations rvongstpIPis based on infertial relationships) people. 3.__|Itis task-oriented. ____ tis people oriented. 4, [It is related to position of a person in the | It s related to person rather than his position. organization. 5. | It flows in vertical, horizontal and diagonal | It lows in every possible direction. ___| directions. 6.__| Its deliberately created. Ttarises spontaneously along with the formal channel. 7,__ | Ttis a slow means of communication, Tels fast means of communication. '8.__ | The information is authentic and accurate Information distortions are likely to take place. ‘9,___[ Ttaims at achieving organizational goals. Tt aims at achleving personal goals. 30. | tis an impersonal form of communication. | Tt 1s a personal form of communication. INTERDEPARTMENTAL COMMUNICATION MEANING ‘The word department comes from the French word departir, which means "to separate". Communication between departments is essential to colaborate and achieve the objectives of the organization. Departments in an ‘organization are lke rooms in a house. Departments vide and create barriers; but without thelr cooperation it would bbe virtually impossible for an organization to function. 147-A/1, Near Ban: shawan, Tagore Town, Prayagral.| Mob. : 3451508506, 9451070072, PAGENO. 10 Scanned with CamScannerBUSINESS COMMUNICATION. KISALAY COMMERCE CLASses Tnterdepartmental Communication is essential for smooth functioning of organizational activities ‘and for interdepartmental co-ordination. This type of communication is especially Important for larger scale enterprise Interdepartmental communication facilitates co-ordination of various departmental activities so that organization can reach its ultimate goals. ft HRD 4 Production Communication Finance po Marketing _. OTHER TYPES (A) Intrapersonal Communication : Intrapersonal’corimUnication is internal dialogue occurring within the mind of an individual. It may be clear or confused; depending upon the individual's state of mind, If the individual's mind is in trouble and turmoil, the message will be unclear, vague and confused. On the other hand, if his mind is silent and stl, the internal dialogue will become clear and perceptions of the individual will be more wide and broad. To convey a message inan,effective way with desired effec, it, is essential that intra-personal communication should be clear. For this, It is imperative that individual's mind should be silent and still and the individual should be more aware, alert and alive to, know, the depth of message occuring in his conscious and Unconscious erust of mind. {| 3c PR a ae ue (B) Interpersonal Communication : ‘Interpersorial, communication js communication among two or more persons. It is an important element of,the organisation. On’an ‘average, half or more item of executives and employees in spent in interpersonal communication. (10° fe “Sinterpérsonal Communicati {Communicating “one on cnet with dther humen Beings Is 38 Interpersonal Communication. ] ‘Various factors are, ~ Critical 6) Thinking 2 aS MERITS/O ECTIVES ||| a) Reducing 'Misuriderstan organizationaljiferTt helps to re face coriversatioh fcr! b) Strengthening Group Efforts : Group efforts and teamwork are essential pre-requisites for organizational success, It helps in reducing conflicts, controversies and differences in opinions and thus establishes consensus ‘among the managers and workers concerned. This consensus strengthens group efforts and team spirit in organization. ©) Performing Inter-departmental Communicatio departments. Therefore, it occurs smoothly. d) Gaining Benefits of Informal Communication : Though horizontal communication is formal in nature, It enjoys some degree of informality in exchanging Information as the senders and the receivers hold same portion, status and honour. e) Distortion Free Communication : Horizontal communication is usually free from distortion. Since the sender and the receiver of interdepartmental communication can exchange information directly, there is no possibilty of distortion of message. ) Bringing Dynamism in Workplace : Inter-departmental communication helps to overcome misunderstanding and confects among the managers. It creates an environment of co-operation, teamwork and team spirit. This brings dynamism in performing organizational activities. DEMERITS a) Rivaling Attitude : Inter-departmental communication occurs between the people at the same rank and position. If there exists any hostility or rivalry between them, they will not exchange information spontaneoush’ However, they will conceal their information Intentionally to deprive someone from the real news, duce possible sy It occurs between people at the same level in various 147-A/1, Near Banshi Bhawan, Tagore Town, Prayagra), | Mab.: 9451508506, 9451070072 paceNO. 1! Scanned with CamScannersusness communica _ satay commence cass b)nter-departmental Conficts +The Iccss oF Wis communication epands So a oe ASS sender and receiver. If there is any conflict, mistrust or suspicion between them, inter-¢ ‘communication will be Ineffective. " any Weer depres )_Discouraging Attitude of Top Management: In some cass, : top managers discourage such communica thinking that workers may become friendly with one another and may create threat for the management. seven 4) Ignoring Vertical Communication ; More concentration on such communication mi : centrati ication may work as substitute of upward and downward communication are Ignored. ” ACTIVE LISTENING It is commonty held that hearing and listening are same. But actually itis not. Hearing is through ears and listening is by mind. Listening happens when the message conveyed is fully understood by the receiver. Listening is. an active process as it requires listening with intensity, empathy, enthusiasm and responsiblity. The ability to listen is an important skil for. managers, beCause this skill helps them in performing their duties and responsibilties in an effective way. For this they need more and mote information. ‘According to Floyd J. James, "Less listening capacity is 2.main source or origin of the problems related with the work at every level." MEANING y Ne’ Active listening is dynamic (mutually creative) listening. Tt is a creative, process in which the listener contributes to the meaning that is being conveyed. He adds his, energy. to that of the speaker to generate “synergy”. Collective acts are achieved through dynamic listening. It helps to, being’ ot the best in the speaker. ADVANTAGES/OBJECTIVES OF ACTIVE LISTENING ~ i a) Active listening reflects respect towards\the speaker. It shows that receiver genuinely wants to understand the viewpoint of the speaker. ‘N ye b) It helps in developing a good relationship betiveen the speaker and tiié listener. ©) Active listening helps the listener in staying focused'én the conversation, and to help him remember what he has heard. m. it a d) Active listening defuses conflict. ‘ Py P CR mr el eRe eee oh MANAGERS/EXECUTIVES SPEAKING 308 ‘Communication Time of Managers/Executives nn ene jistributi tion time 45% in listening. Here, In time-distribution a manager/executive spends most of his communicat ; listening means nt only the listening of words but this listening time also includes the time spent in understanding the meaning of the words. LISTENING PROCESS ‘The following FIVE activities are included In the listening process 1. Sensing. 2. Interpreting. 3, Evaluating. 4, Remembering. 5, Responding. PAGENO. 12 747-A/I Near Banshi Bhawan, Tagore Town, Prayagra. | Mob.: 2451506508, 9451070072 Scanned with CamScannerKISALAY COMMERCE C145 Fecause noise, weak hearing power ax BUSINESS COMMUNICATION —-~———jown the message, barriers we sho, TL. Sensing, While Istening, we should write down the message 77 ome these “4 by 9. 0, may act as a barr carelessness during the receiving of messag® proper attention while receiving the message. rer context, then itis necessary f0 2NAHEE 25 0 vig 2. Interpreting. When the speaker is speaking in soe ol have to pay attention to his non-verbal activites, is the real meaning of the speaker's words. For this, W age properly. increases our decoding ‘capacity, and also helps in interpreting the eas ‘message. Listener has to think 3. Evaluating. it refers to listeners view as expressed in relation t0 the MEET al these actities ae necessary symbols or codes given by the speaker, and to separate ineffe included in evaluating. _ Main points of the speaker 4. Remembering, The messages are stored in the memory for reference in future. Main Ps s talk must be noted down or stored in our memory. prepore 5. Responding, It includes to receive the message glven by the speaker and to express that message. tM Listening necessarily consists of mental and physical activi matter of consideration. GYMNER Biidpphysical and mental barriers are its subject. ESSENTIAL QUALITIES OF A GOOD LISTENER ™. Main elements of good listening are as follows’ S| Pp, ; 4. Positive attitude. Every person cannét be a good lstener. For good and effective istning, postive atu is rene tne shor neni ie ap i eto Een ens twas 2, fo concentrate. A good listener must/haye:the’ ability to coficentrate. Human ‘mi ul dually ef Vieng ard undergandng in more thane eaten simltorcnusl and therefore, concenvation required. In any person, capacity to speak i about 180'to 250, words’ per minute, whereas listening capacty is ‘about 400 to 600 words per minute. A'slight diversion, irigommunication of the part of either the sender or receiver will ceste confusion Such a station is knoWn as ‘Miscommunication’. If listener is disciplined and concentrates propery, miscommunication can'be minimised, Ut 3. Enter into question-answer session.,.When 'listene’ Is loosing his concentration then it is better to start ‘question-answer session. Listener asks questions, and the speakerlooks at him and gives answer. If the speaker ‘keeps an eye on the listeners than to loose concentratiomis fidt easy and his mind cannot divert to other things. 4. Conducive body postures. Body-language helps in communication while listening. While sitting in chair and taking rest on the high back or to sit in the seat of the chair shows that the listener wants to keep away from the speaker. OBJECTIVES, AND, ADVANTAGES OF. ACTIVE EFFECTIVE Tisnexaahf eG ebece ond oettane g Hee PES 1. _Listening’increases commisnication capacity’ If the ik get reduced, repetition; of words will also,get-reduced, ime, will-not be, wasted, and thus productivity will increase in sho tatenerowerk-cpachy al cease TOP NOT COPIA BNE oe 2. Effective steing wl increase the sense of awareness nan organisation, 3. Efectivelstering helps in understanding the real mearing ofthe senders message. This aso helps in making correct decisions, because of the good quality of information, 4. Good listening can remove human problems, Most of the objectives of downward communication can be achieved by ood leering '5. When the employees find that their superiors listen to their demands and grievances carefuly and with patience, then the employees become more cooperative and responsible. IMPORTANCE OF LISTENING IN BUSINESS COMMUNICATION 1. _Ustening fs an important part of communication process, One third of communication is devoted to speaki writing end reading. An efficient officer spends 50 percent of his time in listening. oe 2 Ustening plays the main role in the success of general manager, manager listens carefully and understands the requirements, problem able-to create zealand enthusiasm among them and thereby improve the functioning of the organisation 3. Conscious andvalert mind is needed for effective listeni ve listening. It should be free from unfavourable ike Jealousy, enmity, hate and anger, because there presence results in poor listening, a 4. Good listening paces that the ‘listener is honest and trusts the speaker. Such a situation leads to free s. cai win etween them and inter-personal contact is immediately established. . 3. Curiosit learn is directly related to listening. Our mind is always curi t~ gait i foun. Sowe should py atenton to develop our Istenng bts MS & 9M and Team new ides: 147-41. Neor Bansh Bhawan, Tagore Town, Prayeara | Mob, 5451505506, 945107007 salesman, personnel manager, etc, If a 's and ideas of his subordinates, then he is PAGENO. 13 Scanned with CamScannerBUSINESS COMMUNICATION KISALAY COMMERCE CL BARRIERS TO ACTIVE/EFFECTIVE LISTENING =e Following are the barrler to effective listening: 1. Problems related with hearing. Hearing disabily is a barrier to effective listening, It is a physical prob and nor mental. Number of such persons Is generally very small in an or be reduced or sr Tr ma, umber of sich pens Is geealy very sal oan ergansaton and canbe refed or 2 Acute thoughts. When the speaker Is communicating with a speed of 125 words per minute and the listener is having the capacty of listening 500 words per minute, then i san ideal situation to understand and analyse the speaker's message ot statement, This enables the mind of listener to think about new ideas and thoughts Felated to the message, We get bored by the speaker. whose speed of speech is siow. 3. Overloading of messages. Ifthe mind of listener Is overloaded with the messages, then his mind does not easly absorb the fresh message and Is unable fo understand It properly, Ifthe message or statement i lenathy, Hloalval and not orderly arranged then Its troublesome for the mind of listener and leads to ineffective lstering. 4. Feelings. We should have selected and limited feelings. If this isso then the listener will have selective listening ed wit receive the necessary part of the message and will not pay attention to the unnecessary part. We chould not pay attention to What Is being ‘sald, but should listen only what we want to listen. Sometimes Fegative feelings like jealousy, efmiy> anger, hatred convert a favourable message into an unfavourable message. we 5. Cultural diversity. Modem businéss organisations’ activities are spread ver various regions and locates; and fe persons belonging to diferent communities and culture work in these organisations. Even if al of them use 2 torpnon language, yet their accent ill difer, because of.cultural and regional diversity. This is a barter to listening. ay % oP tyes fe » 6, Lack of training. Listening is performed 'as_an\ Finch ‘ctivity like eating and sleeping but for effective communication, it is not only, listening that: is, important. For effective communication we need ‘effective fstening}, which can be acquired by hard, work, concentration and practice. For ths, training is required. In our educational institutes training for effective reading, writing and listening is being provided. 7. Wrong assumptions. Some wrong assumptions are.responsibie for ‘weak listening, like: ‘To assume that itis the responsibilty of Communicator or-speaker only to make effective communication. To assume that listening Is a favourable function and, therefore, listener should sit calmly and quietly and tsten to tr To assume that the speaker keeps in mind that listeners are weak and without power and must concentrate ‘on his speech. It is also assumed that the speaker's tendency is to show down listeners. Whereas every person influences others with his activities and also gets indirectly influenced by others. Tethe receiver considers himself superior and isnot wing to listen this ego problem acts as stumbling 3 - ae 2. Give liberty to! WORKSHOP 3. Concentrate and maintain to listen desire. 4, Avoid chit-chat, disturbance, hesitation during listening. 5. Keep contral on yourself. 6. Keep yourself in place of the speaker. 7. Listen to the communicator/speaker and do not lve self-decsion. aare a completly then ae fr solutions to your quesons and doubts from the speaker, othe hanes Pe Aer ing ato cokect data related With te feedback that wil provide ces to bring postive change in the behaviour. HEARING VS. LISTENING ‘Communication is a two-way process. Many people neither liste fees becuse they do not know the difference between hearing and listening. Wh Sy, "hear what you are saying" rather than, "I am istening to what you are saying différence between listening and hearing. Hearing Hearing is an action in which a sound is perceived by the car. Very ile or no effort is required as the mind may be occupied with other thoughts. This is a passive process. Listening : Listening, on the other hand isan action in which one chooses THe ads to putin a lot more effort in terms of attention, processing, process. mn to nor understand what other person says oF fen some is speaking to them, they In reality, there is a huge to actively concentrate on what he hears, thinking and analyzing. This is an active PAGENO, 14 7a7-A/ Near Banshi Bhawen, Tagore Town, Prayagr | Mob. 451506506, 9451 (070072, Scanned with CamScannerKISALAY COMMERCE CLAssee AA ae eed tening Tt is a physical ability and not a conscious act | It isa skill and conscious act (psychological), (physiological). : 2. ening tise place randomly. Listening is intentional and analyses takes place " simuitaneously, ‘BUSINESS COMMUNICATION, bo dail 3. Listening Is always voluntary. 4. | The process of hearing does not requires focus and | The process of listening needs focus attention and attention, | care. 5. _ | Hearing uses only one of the five senses, Lstening uses hearing, seeing and sometimes the 7 sense of touch 6_| tis a passive in nature, = [tis active in nature, CRITICAL. THINKING tical thinking plays’ important/‘role. in’ communication as it Helps to make the communication effective, Communication is two way process’ involving exchange of thoughts,\messages and information by sender and receiver. Critical thinking enables the sender to be objective and critical about his or her perceptions and to evaluate the information objectively before’ sending’ it to the receiver. It also enables’the receiver to be critical about the information being conveyed by verifying its authenticty, accuracy; clarity, credbilty, reliability and relevance, MEANING OF CRITICAL THINKING Critical thinking means correct thinking in the pursuit’ of, relevant, and reliable knowledge about the world. ‘Another way to describe it is reasonable, reflective, responsible, and skilful thinking that is focused on deciding what to believe or do, It is also known as Socratic thinking. QUALITIES OF CRITICAL THINKERS/SKILLS REQUIRED FOR DEVELOPING CRITICAL THINKING od a a) Broad-minded : A critical thinker is always wiling €0 aécept new ideas and respects the views of others. b) Well-informed = A critical thinker keeps himself well informed by collecting facts and datas of the events happening. ©) Experimental : A critical thinker is experimental. He analyses the causes and effects and creates situations to experinient th his theories to find Gut which one works ina particular sitdation, : 4) Contextual !/A critical thinker always analysis and thinks in the appropriate context. He never indulges in facts irrelevaht. 2s 1 SO ae Re iH t 2 ta ©) Reserved in-making conclusions \:,,One must. make, out as, to what are. the facts’, opinions’ and ‘assumptions’SIt isvaivery important to kndw/as to When'a'conclusion'Is avtact! ahd when it ‘not. Only true HOW DOES CRITICAL THINKING HELPS IN COMMUNICATION? Citic thinking helps in communication In folowing ways: a) Development of objective outlook : {f communication situation, objectivity in outlook is very Important that comes with critical thinking. Citical thinking helps @ person to develop objective outlook. When a person questions the assumptions Lohind he actions he Becomes more authentlc as his or her perceptions get transformed. He or she then takes the things 35 mney are without adding or deducting the things according to changing Wishes and whims. Intreperarc) communication b)* Inter-personnel communication : Cita thinking also helps 2 person in interpersonnel communication. In int are useless argumentations only when the persons discussing the things do not take the Wines we geo ne try to mould the facts and figures and situation according to thelr own impulses velopment of ci thinking. this tendency can be curtaled ©) Group communication : * Similarly critical thinking also helps to make the group communication effective. When ; mr effective, People pursue the Gaussian with objective outlook and critical thinking, they are likely to agree easily on facts, even opinions oF change their viewpoint that accommodates others’ point of view. 147-N/1, Near Banshi Bhawan, Tagore Town, Prayagra.| Mob, :3451 506506, 9451070072 PAGENO, 15 Scanned with CamScannerBUSINESS COMMUNICATION RURFOSE: OF CRITICAL THINKING Critical thinking is @ way to control our minds to better understand the thinking of both ourselves and others. The purpose of specifically teaching critical thinking is to improve the thinking skis of the individuals and thus better prepare them to succeed in the world. It is a process we can use to evaluate the challenge the thoughts and ideas that occur to us. Critical thinking helps us to understand the limits of our knowledge and rethink conclusions in the light of new knowledge. Ttallows us to think more independently. It helps us deal with life's messy, complex, real-world problems. * Critical thinking is a way we can control our thoughts and make the most of our feelings and intuitions so that ‘we do not limit ourselves mentally. PREVIOUS YEAR QUESTIONS KISALAY COMMERCE CLASSES Short Type Questions : (5 Marks) 1. What i active listening? What isthe ference betvegh heating & létening? (2009) 2. Short notes- Critical Thinking. N (010) 3. What are the barriers of effective listening? 9... (2010) 4. What is communication? What is the significance of communication in snes (2010) 5. What is Active listening? (2011) 6. Discuss some main bates in business communication. (011) 7. What are the barriers of effective pacha? E 7 (2013) 8 State various leadership styles ‘ (2014) 8. What are the bariers of effete listening? (2014) 410. What is Informal communication? Give its'features. \ 2015) 11, Discuss the various barriers of lstehing with illustration... df (2015) 12, What do you mean by body language communication? Explain ts merts. (2015) 13, Differentiate between personality traits and skills, — (2015) 44, What is interpersonal communication? (2016) 15. What is the difference between hearing and listening? 016) difference between formal and informal communication? (2017) features. 018) (2018) Long Type Questions (20 Maris) Bi 1. Whatis noel corres? 2 Why iit caled as grapevine? Describes importance limitations. (2008) 2. Discuss dassiication of cbirimunication oniditferentbasesP OF COMMERCE com 3. Explain the process of business communication. Also describe essentials of good communication. 2011) 4. Interpersonal skills. (2012) 5. Describe various channels of communication. (2012) 6. Explain the process of business communication. Also describe essentials of good communication. (2013) 7. What is informal communication? Why is it called as grapevine? Describe its importance and limitations. (2014) 8, _ In your view out of verbal & written communication which one Is better? Give comparative analysis. (2015) 9. Give comparative analysis of verbal and written communication. Which one is better in your opinion. (2018) PAGENO. 16 147-A/1, Near Banshi Bhawan, Tagore Town, Prayagral| Mob.: 9451506506, 9451070072 Scanned with CamScanner