7 get BUSINESS COMMUNICATION Communication is the process by which we exchange meanings, facis, ideas, opinions or emotions: with other’ People. It-is an essential Condition of our existence and it is our most important activity. . ‘The word “communicate” is derived from-a Latin word “communico” or “communicare” which means-to share, or participate. It stands for a natural activity of all human beings to. convey. opinions, feelings, information, and ideas, to. others through words (written or spoken), body language, or signs, We need to conimunicate at each and every step in life. Communication begins very early in life-and surrounds our whole. life. e : bay f All day, every. day we are communicating—whether it is talking to people on the telephone or in person, ‘taking dictation, and writing down business ‘correspondence, interacting with colleagues and staff, writing letters, faxes, reports and e-mails. It is-essential to learn from Qur communications, from our successes and. our failures, and to develop and enhance our communication. skills. ‘The more we' write and the more we speak, the more we improve our communication skills.” : 1. George Yardman defines effective. - communication — as : “purposive interchange, resulting in workable understanding and agreement between the sender and receiver of a message.” 2. According to Robert Anderson “Communication és interchange of ‘thoughts, opinions, or information, by. speech, writing, or signs" é nase aS 3 Communication is:also defined as "the process of sending and. ~~ receiving messages," It is simply a method of sending a message from one person or group of Persons te another. :. 4: Another definition of communication says that it is’a process by which information .is exchanged between individuals through a common system of symbols, signs or behaviout. ee 5. Communication may be defined as “giving, receiving or exchanging information, opinions or ideas by writing, speech, or visual means, so that the message communicated is completely Understood by the recipient(s)*.10. e / CHARACTERISTICS OF COMMUNICATION f / two way process. Information has to be received *and understood. ction based on ‘Communication is essentially 2 ‘not only to be sent but has also This process Is incomplete until the response or reat understanding is aval communication. Communication is an ‘ongoing process. “When communication Is ‘absent, human activity ceases to exist. > Communication is essential in all types of organisations and at all jevels of management. It pervades all human relationships. The basic purpose ‘of communication is to create mutual understanding by giving or seeking information, persuading others and eliciting actions. ari munication consists not only of facts:but ideas.and emotions ComPommaunication is much more than words, ‘The tone and facial meaning than words. We can expressions often carry 2 greater communicate a lot through signs, symbols and gestures. FOr ‘example a victory sign made by two fingers communicates better than words. Organisational ‘communication. consists of a flow: of messages through several networks. There are networks for problem solving, workiow, information sharing and socializing- Tetakes two to complete communication, There should be a: sender and a receiver. If a person shouts in loneliness when no one is int there is no communication. : Communication is a dynamic process. Changes in the moods and thinking of the sender and the receiver of the message influence the effectiveness.of communication. Communication is @ goal-oriented process. Communication can be effective if both the sender and receiver are aware of the goals of ‘communication and there is similarity of their goals. Communication is an inter-disciplinary science. “Knowledge derived from several sciences is used in. communication. ‘Anthropology, psychology, ‘sociology, and: political: science. have provided insights to make communication effective. lable. Feedback is, an ‘essential part of «9 OBJECTIVES / PURPOSES OF COMMUNICATION Whenever We communicate we have a purpose of our communication. The basic purpose of communication és to convey information in such a manner that will produce a response as desired by the sender. The overall objective of business communication in an organisation is to ensure effective functioning of the organisation. Communication may be used for any of the following purposes, 1, To Give and Receive Information We often communicate with others to give or receive information. In.an organisation the management communicates with the employees to keep them well informed about the goal, policies, and rules. When the employees are well informed, they can perform better. Meetings, telephone, notices, employees’ handbook and bulletins are used to convey information .to employees. Similarly, the organisation communicates with the outside world (investors, customer, suppliers, government, public, etc.) to give or réceive information. You need information whenever you want to do something. If you want to buy a product, start business, or do-some work, you will need information. Similarly, you send information when you receive some- inquiry. 2. To Persuade To persuade or convince the receiver of your message is an important purpose of communication. The purpose of your message is often to make your receiver do as you wish. You want him to accept your offer ‘and buy your product or service, to do or not to do something. persuade workers to put in their best efforts. Sales persons roducts and services: Persuasion .is an important purpose of communication and it requires the ability to speak and write Gectively You can persuade others if you are self-convinced, ‘you do not impose, and'you are not rigid. You can look at the situation form the other person’s angle also. Managers persuade customers to buy pr 3. To Build and Maintain Human Relations ins human relations. Communication lated to each other. We develop our ideas. The lack of d a-gap in human Communication builds and maintai and human relations are closely rel relations with others through exchanye of communication may cause misunderstanding an10 ganisation relationships between relations. iness an fe ors and managers, managers Be ‘employer ce very crucial to smooth working Of a business employees AF side the organisation Our relationships with oy, organisation: authorities, wholesalers, public, etc. are also important customers, tax re establish and maintain these relations with the to achieve our goals: * help of effective communication: e Order and Instructit inside busi jons and_ instructions to their sub- it ‘or managers ot ate to get things done. An order is a directive Vs do something whereas an instruction indicates how to: carry. out, order. Orders and instructions may be coral or written. Orders: and instructions bring the nen they are clear and complete and are given ina friendly manner. Many organisations publish. manuals or handbooks which-contain orders, instructions, rules and procedure. 4, To Issu 5, To Solve Problems In our social and professional life we face: probl solve these problems through. communication. We discuss problems, exchange views, and find their solution. In’ business decline in sales, dissatisfaction among the employees, strikes, insufficient ‘production, factory accidents, etc, are some ‘of the many problems which demand © effective communication for their solution, lems at every turn. We 6. To Coordinate Efforts To perform different’ activities we have to ‘coordinate efforts. 10 business organisations different people work at different levels but all the time they. coordinate with each other-to run the business smoothly. To coordinate thelr efforts. they need effective’. communication. Coordination without communication is not possible. Coordination paises team, 8 eer samaers ard emoyees, managers. of one basic goal of business, istributors, ensures the achievement 7. Te Receive Suggestions Suggestions flow upward ae . S feedback, 4 Useful for th . These , tor rcs ees a eS ap subordinates, Suagestion; rovers constructive suggestic te pel Srparisalions: Erloyees'2rs oe installed: ii ons FON aes written suggestions in hehe levels are en B progressive busines: suggestions and awards ‘hare The mene to (put their t employees who Ohad ee a em. In additicu 7 “to suggestions, reports, appeals, grievances, etc. are also collected from employees. = 8, To Impart Education and Training In business, communication is sometimes done to impart education and training’ to ‘the. employees. Education and trainirig of workers’ and executives is necessary to keep them abreast of new developments, to improve their efficiency, and for orientation of new employees. Lectures, Cases studies, seminars, study’tours and audio-visual aids are used for training. Education may also be provided to customers and public. For example, the government usas mass media like television and newspapers to, impart education in family planning, hygiene, ‘road safety, pollution, etc. The main purpose of edtication and training is to, wae the. knowledge ‘of the management, employees, and outside public. : 9. To Issue Warning and Notice ‘The purpose ‘of our business comrunication thay be to issue warning and notice in case of nonconformity to rules and discipline. When advice and appeal’ fail to. achieve results, warning and notices are’ generally given. Warning is a forceful form of communication becauise it carries a sense of urgency. Negligence, lack of purictuality, misuse of machinery, pilfering of. office stationery, etc. are. situations that may require warming. : " _ 10, To Improve Morale and to Motivate " The management ‘communicates with employees and workers to improve their morale. Morale reflects the mental health of people. High morale is ‘necessary to improve efficiency" and ‘performance. ‘Communication about the policies and programmes: of the organisation helps to. improve the attitude and morale 'of “employees. Meetings, notices and bulletins are used to remove fears and misunderstanding, among the employees. “Upward , communication: In the form of suggestions and. grievances 2ls0 helps. bulld morale: Sinilary,, the management communicates with its employees: to motivate them to work hard for achieving goals. Communication is very effective means Of building. friendly environment and. this ‘environment. motivates employees to work hard.12 ‘BENEFITS OF COMMUNICATION fits in all the spheres ication brings US innumerable bene! pheres of our without It. Through ‘communication we win friend: ie aa Thimeve success and respect, Now pd tain jobs, and get forthe b a an ps: munication in different spheres. 1. ForA Business Organization Effective communication is the life blood of every business organization, of a business wholly depends on effective communication. nsion in business has increased Its importance to a great extent. The following points will clearly show the benefits of communication for a business organization: «Communication is very helpful for the smooth running of an organization or business. e «Effective ‘communication nthe management and the aximum production at minimum workers achieves Mi . lanning and controlling of « Gective communication improves, Pl business matters. tant role in the decision-making. It plays very impo! It builds good relationship. between the management and -the ~ workers, between the sellers and the customers. 2. For One's Career fi’s performance in written and oral communication is of great . nce in his job, promotion and professional reputation. The al lity. to communicate effectively both in, speaking and writing is @ highly valued skill. The young man with a ‘command over effective ‘communication gets rapid promotion in his career. He is alwayS in the good books of his officers. ‘Effective communication has great . J global market. value. An effective ‘communicator can hunt attractive jobs in different countries. 3. For One’s Personal Life Effect ication ee pesaral Heat ven Be sery beneficial for. may activities irr one's in the rharket, in the Is to communicate in his home, on the roads everywhere. If-a person as, ite clas: room n the office, an ertnly due to his Skil of effective conan his social circle13 4. For A Government for a- government. Effective communication among all departments and institutions ensures good governance. The federal government communicates with the provincial or local governments, with administration, with tax authorities, and all. other: departments. This Communication creates good worki * relationship and runs the Country smoothly. Moreover, effective . communication of a government. with’ other governments promotes diplomatic relations, 314 , — BUSINESS PORTANCE OF EFFECTIV! im COMMUNICATION fective 5 -blood of -every riication Is the life bl e epee Rigecgeeeei business wholly depends a effective ee tion, Expansion in business has increased its importance toa at Its importance can be discussed under following headings, g sation ‘Smooth Functioning of A Business Organisal Effective is essential for the smooth running of an omar, Te activities of a business organisation require its members to interact. They exchange ‘information, Mess proposals, opinions, etc to achieve their common ‘objectives. an effective network of communication, the business matters. cannot be run in a successful manner. Every matter whether ‘it, pertains to purchase or sale, finance or production, can be better looked after through the smooth flow’ of downward, upward and horizontal ‘communication and- coordination ‘between ‘the members of the organisation. 4 Planning and Controlling Business Matters The management of an organization not only makes plans but also controls the matters and activities of the lower-level. workers. Planning is a very important feature in a business ofganization. -It needs ‘extensive communication among the executives and other. members of the staff, The management gives job instructions to the workers, sets objectives before them and. ‘controls the activities of «individuals, «different departments and groups.. All this is possible through proper communication, £8 a Achieving Maximum Production at Minimum Cost ‘The main purpose of every organisation is to earn maximum profit. It is possible when maximum production is achieved at the minimum cost. This objective can be achieved only when there is an effective internal communication system. And in: order to. boost -up the, sales of the company, external effective communication is required. It helps in improving public opinion, establishing links with the suppliers, whole- sellers, retailers and customers, Production, regulation of quantity, quality control and distribution of without effective corrimunication. el eee ney Decision-Making Communication plays ‘very im , it i Piays very important role in decision-making. In order ~ to make prompt decision, information, proposals, opinions an facts are15 required so that the decision may be just and accurate. When a decision |s made In the light of comments,, opinions and discussion of the . members of an organisation, it will be acceptable to all. Then to implement the decision effectively, its communication to lower level workers and subordinates is essential. So, both the decision-making and its implementation require effective flow of communication. Building Good Relations Effective communication is the basis of good and pleasant relationship between the seniors and the subordinates, between the management and the workers, between the sellers and the customers. Good and effective ‘system of communication helps in, establishing better coordination and ‘mutual understanding inside as well as outside the organisation. It builds good relations between the management and the workers, and: the sellers and the. buyers. Good relationis help. in Femoving Itusunderstandings, promoting business and building goodwill. ADVANTAGES OF COMMUNICATION IN ONE'S ~ CAREER ‘A person’s performance in written and oral, communication is of great importance in his job, promotion and professional reputation. It is also very significant for many activities: in his personal life. If we go through advertisements for different "positions in numerous ° business organisations, "strong communication skills will. be found in. the job descriptions... The ability to communicate effectively both in writing and’ speaking. is a highly valued skill. It is also very beneficial to those who possess it. The young man-with a command over. effective communication is bound to go ahead rapidly in his career. He Is always in the good. books of his Seniors. His progress’ is greatly influenced by how. effectively he ‘communicatés his ideas, proposals, experiences and opinions. There is no doubt that communication is*primary responsibility in: many Professions such as labour relations, customer relations, marketing, Personnel and public relations, sales and teaching. One who is proficient in communication will grow rapidly in these professions. Every one is desirous of getting promotion in his job. Promotion in job mainly Mopeds on the ability to communicate effectively in oral an Written form. A person who possesses this. ability is given priory : those who lack it. Those who cannot communicate effectively in etter ral or written communications remain buried in lower; dead-end jobs.: ‘ ) -cent of their working day Members of management spend 60 to 90 percer e aking, writing and. listening. This fact has been -communicating—SPe a articles that effective communication is s al nd promotion in business. ~ at importance in the global market. Communication has assumed gre: os e markets of the world closer to Expansion of business has brought the m ible. with the help ‘of effective other, and all this is possi 1 communicates within and outside his 3 Oo communication. The way 4 person i country will affect everything he accomplishes. His ability to speak and ~ write effectively will also make. difference to his organisation. Developing the right. attitude and preparing adequately are crucial to effective communication in the world marketplace. These qualities will help a. person to be effective in dealing with international business _ people outside his organisation. : ‘7 Effective and Ineffective ; Communication/Conditions for Successful Communication When we fail to achieve our objective in our Felationships, negotiations, ox, decision Making, ft Isto quite an extent owing to a failure in” communicating our purpose and ideas accurately to others, In such a situation communication becomes Ineffective or unsuccessful, When Communication fails, the intended purpose is affected. On the other communication takes place, The role | of the principles of communication is also Very crucial in making communication effective. Basically, communication means sharing information with others in an intelligible, participative form through the medium of words (spoken or written), or body gestures, Two basic'things become clear here. One, the message is both to be known and understood by others, Two, communication in its nature is a symbolic act, verbal or non-verbal, The.first indicates the Purpose of communication, and the second -reflects the symbolic ‘nature -of communication. . These two’ aspects act as- the .two determining influences in the theory and practice of communication. .?.. . Here lies. the critical difference. between effective and -ineffective communication. If “something”. (a message). is communicated ‘and it is " Not fully understood by thé receiver, the communication has been just ineffective. How should: we know whether the receiver has understood the message or not? It is the response of the receiver (feedback) that determines whether the message is understood or-not. "Good or ‘effective. communication will ensure that’all persons: and organizations understand the message sent. They will also be more. likely to. respond. favourably to the message if it appears to be Teasonable and fair to both the’ receiver and the business. Rs Bad or ineffective communication. will have exactly the opposite cree People will, be confused by the message and less likely to do what th business wants. 52 i fecti inication i ntial. It is not That is why good vor. effective. communication. is so essent only. what. you say (or write), but how you say. it; that is important. Your “Message should be easy to understand and take, account ,of' the Fecelvers’ own attitudes and feelings.Lo 18 Rule of Five Keith Davis has introduced the Rule of Five for an effective ‘communication process. ‘According to him, “tn the communication process, the role of receiver Is, I believe, as important as that of sender. There aré five receiver steps in the process of ‘communication—Receive, Understand, Accept, Use, and Give & Feedback without these steps, being followed by the receiver, NO ‘communication process would be complete and successful.” i So, according to Keith Davis these five steps are a criterion for effective and successful communication. f In brief terms communication is successful or effective when The message is properly understood. The purpose of the sender is fulfilled. The sender and the receiver of the message remain linked through feedback. i The proper use of the principles of communication \or 7 C's is very important in making our communication effective and. successful. Their absence or improper use will make our communication ineffective. SHIRLEY. TAYLOR'S SEVEN STEI FOR EFFECTIVE COMMUNICATION ang Shit . select has suggested seven steps for effective ‘communication. “Communication, Whether oral or written is all about understanding, Your aim should be'to communicate your mess=9° qucreat fully So that. It-is received as you ‘intended, without 2° isunderstandinig. You can achieve effective communication DY* communication is and -why you" have " 19 having a thorough knowledge of the communication cycle, by being aware of the barriers that exist, and by following this seven step process:” What and why: Consider what the objective of your to communicate the message. Select channel: Select.an appropriate channel considering the relationship between the sender and the receiver, as well as receiver's background knowledge, culture, and experience. Select encoding technique: It means choosing the manner in ‘which we send our message. . Consider barriers: Consider’.all possible barriers that may " influence the receiver’s understanding of the message. Send Message: Now send message after considering all these aspects. Check for understanding: Now check whether the recipient has understood the message as you intended. Obtain feedback from the recipient so that you may know whether your communication has been effective or not. ~20 COMMUNICATION AS ATWO way PROCESS essen two way process. TO be effective, So process ne 9 be two-way. The presence of both the ether and the receiver does not make It a two-way process, but it is sernoept of feedback which makes it so, Feedback, the response of the receiver, should be transmitted to the sender of the message. It makes ‘communication a reciprocal as well as @ two-way process. Earlier, communication was considered to be 8 one-way process marked Fy the flow of information from a sender to 3 receiver sender —» Message —> Media >Message —pReceiver —p Action ‘According to this linear. model, a receiver passively receives, the message and acts as directed or desired by the sender. Communication is intended to control and manipulate the receiver. It‘is assumed that the message, while passing: through the medium reaches the receiver without any distortion or change.” CE. Shannon and W. Weaver were the first to point out that in actual practice; messages can be changed or blocked. ° The basic problem is that the message received is not equal to the message sent: . They attributed the loss to noise. Weaver introduced feedback as corrective to noise, but feedback was not considered to be-an integral component of communication process. Later conceptualizations of the’ communication as a two-way process. complete the cycle of ‘communication, the sender of the feedback to the sender of the message. Thus, both the sender and the receiver play reciprocal and reversible roles. tion process. is more modern. qt The two-way ‘concept of communicat ‘considers communication essentially to be a réciprocal process and mutual exchange. of messages. It makes no. difference between the roles of sender-and receiver, because the same person plays. both roles, often simultaneously. : Bs The earlier concept of communication as ‘a one-way process treated the sender as the determiner of message and its meaning. The two-way ~~ concept involves receiver as an active agent in the construction of ‘ meaning of the message, The receiver perceives the message in the light of his experiences, beliefs and feelings. If the sender and the receiver have developed common attitudes and. view’ points with _ tegards to the organization they intended and received. meaning of the interpretations. The two-way, commun transactional communication, i: 2 ‘communication process consider A group of people are involved to in. which the receiver also acts as work in or society they live in, the ° message may havecommon. ication Is. also known. as21 INTERNAL AND EXTERNAL COMMUNICATION INTERNAL COMMUNICATION It is used inside the organization. When the empl . iployees, managers or directors of the same organization communicate with each other, it is called internal: communication. Communication in an’ organisation is multidimensional or multidirectional. It has four directions in which communications are sent. 4 DIRECTIONS OF INTERNAL COMMUNICATION 1. Downward Communication ; When a message travels from higher level to lower level; e.g. directors * communicating with the managers; managers communicating with the ‘employees, it is called. downward communication. Communication in the first place. flows downwards. That is why traditionally this direction of communication is emphasised. It is. based.on the assumption that the people. working at. higher levels have the authority°to communicate to the people working at lower levels. The main objectives of downward “communication are to issue orders, instructions, policy. ‘statements, “notices, circulars, job sheets, etc. level to “higher level; e.g. managers communicating: ~ 2, Upward Communication When a message travels froma’ lower | employees communicating with mangers; m i ~ with directors, it’ is called upward communication. The: function of upward communication is to-send information, suggestions, complaints — and grievances of the lower level workers to the managers above. This communication is more paiticipative in. nature. It: was at “encouraged in the past, but modern managers encourage upware : communication, This is a-direct result increasing democratisation: This is also called up stream communication. The following. points show the importance of upward communication: ; 1. Upward eemmunication provides. valuable feedback ‘to. the managers. 2. It releases the tension of employees by to their pent up emotions. 5 eas , 3, Managers, ‘or directors can get constructive suggestis rd communication. providing them an outlet ions and fal_ cooperation © innovative ideas through upwa 4: It helps to create greater harmony and» mutu “between management and employees. 3. Horizontal or Lateral Communication ss yeers; ©-9- a When a message travels. among ee Pemmunicating with Communicating. with ° directors; -22 nagers, 1 or lateral communication. This type of ee an aD place between persons operating at Reggbelgte the same executive. Occasions for working under peeled ats arise during committee meetings or conferences in which all members of the group mostly peers or equals interact. Horizontal keeps every department informed of the needs ach her departments, For. example, the sales department cannot sell goods unless the goods are produced at the right time. Production department cannot do so until the Purchase department procures the required material and machinery. This is only possible when the finance department provides adequate funds at the required time. 2 5. Diagonal or Crosswise Communication Diagonal or crosswise communication takes place when people working at the same level interact with those working at a higher or lower level of organisational hierarchy and across the boundaries of their reporting relationships. For instance, the production manager may communicate Girectly with sales officer in the marketing department. Crosswise communication serves the important purpose of coordination through informal meetings, formal conferences, lunch hour: meetings etc. EXTERNAL COMMUNICATION 34 It is done outside the organization. When the managers or directors Communicate with the people of other organizations, it is called external communication. It is the representation of a firm in the outside world."23 FORMAL AND INFORMAL CHANNELS OF COMMUNICATION We are familiar with the phrase “through proper channel”. that the sender of written communication hes to en k oA to the receiver through someone occupying an important position in the hierarchical system of the organisation, In this way the word ‘channel’ means the position or point through which communication passes. These positions exist at different levels in the system. We can divide the channels of communication into two.categories. 1, Formal 2... Informal FORMAL COMMUNICATION A formal channel of communication is a means of communication that is formally controlled by managers or people occupying similar positions in an organisation. It includes reports, records and other forms that supply working information to the various parts of the organisation, orders, instructions and messages that flow up and down in the organisation, and letters, sales presentations, advertising and publicity material that go-out of the organisation to the public. These forms of communication do not happen by themselves. They are carefully thought out and well designed. Great care is taken in their design and - movement. It ig also known as chain or line of command. Advantages of. Formal Communication 1. As-great care is taken in formal channels ‘of communication, they account for most of the effective communication. widening distances as organisation 2. Formal channels cover an ever: t grow. Through formal channels it “is easier to reach: out the branches of the organisation: 3. - Because of their tendency. to filter information the formal channels keep the higher level managers from getting bogged down with it. 4. Formal channels of communication consolidate the organisation and satisfy the people in the managerial position. Limitations of Formal Communication 1. Formal channels of communication inhibit or stand in the wey of free flow of information. . A tehee 2) Formal channels of communication are time consuming 2 costly in terms of man hours. we a 3.. The formal ‘channels may also be more expensive Money. terms of24 4. There are more chances of red-tapism and delay tactics in formal channel of communication because the executives generally ignore the interests of the subordinates. INFORMAL COMMUNICATION OR GRAPEVINE Along with formal communication an informal channel of communication ‘or a secondary network of communication exists on a much larger scale, It is originated in man’s instinct, to communicate with his: fellow beings whatever he feels or thinks. Here he ignores all norms of formal communication. Man is essentially gregarious and likes to live in groups. Whenever groups meet, there is essentially some talk on some subjects. ‘This tendency can clearly be seen in the lower level of the organisation. Here the people are fond of spreading rumours about all the matters. We may call ita rumour mill. This rumour mill is always working in any: organisation. It is called informal channel of communication or ‘grapevine’. Quite often it contains some useful information. That is why it cannot be altogether ignored: Informal channel-or communication or grapevine isthe unofficial channel of communication which is created and controlled by: people themselves instead of the management. It is called ‘grapevine’ because it does not follow any’ set’ lines or definite rules but like the grapevine it spreads very fast and in any direction.” The grapevine in any organisation becomes active when: ‘© There is feeling of uncertainty among employees. * The organisation is passing through’a difficult period. The employees are faced with the feeling. of lack. of self-, confidence, leading ‘to the formation’of groups. . «The manager’ -has formed a. favoured group, and. other. employees have a feeling of insecurity or ‘isolation. GRAPEVINE CHAINS _ There are usually four types of grapevine chains: . e (a) Single strand chain? In this type of chain ‘A’ tells something to ‘8’ who tells it to °C’ and $0 on. This type.of chain is the least accurate cit passing on’ the information or message. _ (b) Gossip chain: In it a person tells everyone the information. he has obtained. This chain is often used when information or. message regarding:*not-on-job’ nature is being conveyed. eer Th it individuals are’ indifferent-to ‘the persons formation, This chain is found when but not really significant. (c) ‘Probability chain: to whom they are’ passing inf the. information is somewhat interestingf 25 i > (a) Cluster chain: In this type of chain ‘A’ tells somethin ain: I 19 toa few selected individuals and then- some of these individuals inform a few ottier selected individuals. It has been observed that cluster chain is the dominant grapevine pattern in an organisation. Most informal communication flows through this chain. « ; Advantages of Grapevine 1, The greatest advantage of grapevine is that it transmits information very speedily. fog 2, Through grapevine’ the management gets feedback regarding their policies, decisions, memos, etc. a 3. The feedback reaches the management much faster through informal chaninel of communication than through formal channel. 4, The grapevine or informal channel of communication works as a Parallel channel of ‘communication. Whatever is deemed to be unsuitable for the formal channel:can bé successfully ‘transmitted - through the grapevine. a sos 5, The grapevine gives great: satisfaction to ‘the workers. It draws them nearer to each other. ee _ Disadvantages of the Grapevine 4. The information communicated. through grapevine is less credible. 2. The grapevine does not always carry the complete information. 3. The grapevine often distorts the picture or misinforms, Whatever: may be the demerits of grapevine we have to learn to live ke an‘effective use of. grapevine by. with it. A skilful manager can mal keeping his employees well-informed so. that they thay not spread rumours. Rumour © ‘ Rumour is an. undesirable feature, of. grapevine, It. is grapevine information which is communicated without the presence ‘of authentic standard of evidence. It is therefore the injudicious and untrue part of the grapevine. Rumour is generally incorrect though it may by chance » be correct, There are several reasons for rumours. It frequently arises from employees’ ‘anxiety and insecurity caused by poor formal ‘communication. Rumour may also be used by the employees: to put Pressure upon management. ‘Sometime, rumour arises because ‘of pure maliciousness.on the part of the employees. ‘ A’ major outbreak -of rumour can be ‘very dangerovs, io the organisation, Therefore management must ‘deal. Le fy and effectively. The best‘approach in dealing with rumour is to Ide remove its causé rather than try to kill it after it has begy”:26 CLASSIFICATION OF COMMUNICATION Communication can be classified on two basi at 1 Is—one, accordit number of persons or receivers to whom the message is aden ee two, on the basis of medium employed, re On the basis of the number of receivers Involved in i Classification of communication Is as follows. eam Intrapersonal Communication Tt is talking to oneself in one’s mind. When a Persons thinks about something, plans certain things in his.mind, it is called intrapersonal communication. We spend a good deal of time in this. kind. of communication, Examples are soliloquies or asides in dramatic works, and’reflection we do most of the time. ; ; Intrapersonal communication. always precedes _ interpersonal communication. The preconceived ideas and perceptions of a person play an important part in intrapersonal communication. For example, we notice that’ neutral words: conveying a positive message convey a negative message because the receiver of the message possesses wrong preconceived ideas and perceptions. 2 Interpersonal Communication It.is the exchange of information between two..or more persons. For example, a conversation, dialogue, or an interview'in which two persons interact (others may also be present as audience). It is an-important) ingredient of organisation. For a manager it is imperative to master interpersonal skill. An author communicates interpersonally with his reader, who is always present as a silent. audience in the author’s.mind while he writes: “A letter’ too" is an example of interpersonal communication between the writer and the reader. Group Communication It takes place-among small or large groups; like an organisation, club or classroom. Here all participant individuals retain their individual identity. Mass Communication It takes place. when the message Is sent to large groups of people usually by newspaper, television, or radio. In mass communication each. person becomes a faceless individual with, almost no opportunity for personal response or feedback.27 On the basis of medium of communication, the classification of ‘communication Is as follows: A. Verbal Communication 1. “Oral Communication ice 2. Written Communication is, B. _ Non-Verbal Communication This classification of communication is disctissed in detail on the neit page.28. KINDS OF COMMUNICATION We express our ideas to others through communication. While communicating ‘our ideas, we use words (spoken or written) and gestures or body movements. The kinds of communication indicate how we communicate our messages; whether we use Spoken words, written words or non-verbal clues. When we use spoken or written words, it is called verbal communication. When we use gestures or body language, it is called non-verbal: communication. Verbal ‘communication is further divided into ‘oral and written: communication. - Following are the kinds of communication: A. VERBAL COMMUNICATION 1. Oral Communication 2. ‘Written Communication B. NON-VERBAL COMMUNICATION VERBAL COMMUNICATION Verbal means of the words and verbal ‘communication ‘means ‘communication with the help of words. Here we use words, spoken or written, to. communicate with each other. It consists of* speaking, listening, writing, reading, and thinking. Verba! communication is further. divided into oral and written communication. ; j * 1, ORAL COMMUNICATION ‘Oral communication means sending and receiving messages through. - spoken words.. It is also known as interpérsonal communication. It is the soul of personal and business lives, We ‘spend much more of our time in talking and listening than writing and reading. a CHARACTERISTICS OF ORAL COMMUNICATION : Some major characteristics of oral communication are as follows; It has simple and easy construction, It is conversational in tone.. It emphasizes interpersonal relations, Ithas less technical and | i Tehas ho permanent record, >" Mex information; "is flexible in nature, It can be adapted tothe situation, ou sene29 . * 7. Both environment and person’ pl 8. It is less formal. : oe METHODS OF ORAL COMMUNICATION - ‘The main methods of oral com Y “Demaninel ‘munication, both-internal and external, For Internal Communication: Internal communication means i - ‘ communication within the organization. In it, ji ie methods . bar In it, following are the method e — Face-to-face » Discussions. .(givir ivir i interviews, tne dake ney ‘or receiving instructions, e Intercom i «Telephone Meetings / Conferences ©. Presentations, It is communication: outside the between the people of two. different following are the methods of For External Communication: organization. It is communication organizations. In external.communication, oral communication: # e. Meetings f Conferences / Seminars Conversation : Telephone / Mobile phone Teleconference Video Conference Presentation, “- advantages of Oral. Commenication _ Following ar vantages of oral communication: aes 1. itis immediate; It saves time: © 2.’ It is also possible to get quick feedback. 3. It is flexible and canbe changed, if necessary: The speaker can correct himself and make himself clear by changing his voice, tone, pitch, etc. It is simple. : : ‘ It is also suitable for larger number of people. ° sage Oral: communication Is not only.’ time-saving; it is also very es the money spent on ‘stationery inan Sas” economical. “It sav organisation.30 Oral communication, just by sounding personal touch, becomes an effective tool of persuasion. Everybody knows the importance jasion in business. eas people together oral communication builds up a healthy climate in the organisation. It brings the superiors and the subordinates nearer. In oral communication the. speaker enjoys the advantage of understanding the groups he is addressing. He can immediately understand the group’s reaction and arrive at a satisfactory conclusion. Disadvantages of Oral Communication There are some disadvantages of oral communication: 1. Its main disadvantage is the risk of message -distortion. If the speaker has not carefully organised his. thought, oral messages may lead to misunderstanding. in It has no permanent record, so oral messages do not have legal validity. . Tt is often less concise. “ a eee : Misunderstanding may arise as it is not prepared as carefully as a written message. : Oral communication may not be always time-saving. Sometimes, Meetings go on and on for along time without arriving at any satisfactory conclusion. , Oral messages cannot always be retained in the listener's memory. The speaker himself may often forget what he actually said or meant. zi ~ The length of the message may pose a problem. If the message is long, it is not always suitable for oral communication... It becomes difficult to fix.responsibility for anything going wrong or for any mistake In oral communication. 2. WRITTEN COMMUNICATION Written communication’ means sending or receiving messages ‘through written words. In our business life written communication has assumed great importance. All the business firms: rely more. on: written communication as it provides a permanent record and resolves matters in case of legal complications. Letters, memorandums, e-mails, faxes, telexes, and reports are the main forms of written communication, ‘31 Importance Written communication is so important that it is not possible to think of a business organisation without it. The working of any organisation depends to a.large extent on the exchange of letters, reports, memos, etc. The most important reason for its importance is that face-to-face communication is not always possible because the workers of an organisation may be spread over long distances. Therefore, we have to depend on letters. Modes of transmission have changed but written communication remains as important as ever. Letters have not lost their importance. Characteristics of Written Communication , ‘Some important characteristics of written communication are as follows: Ithas permanent record. It is more formal than oral communication. Its feedback is delayed. ’ It uses longer sentences and complex structures. . * : Its used to convey long and complex messages. ; The appearance. of stationery is more important than that of a person. ’ 7. It emphasizes content. AAP METHODS OF WRITTEN. COMMUNICATION For Internal Communication: In the communication inside the organization, written communication may take the following forms: « Memo ‘@ Report * Staff newsletter ‘Minutes . item «Form / Questionnaire 4 Fax ‘ Notice 2 + E-mail * Graphs / Charts y icatti the For External Communication: In the communication outside organization, written communication may take the following forms: «Letter 2 Fax * © Report * Notice : « Forms / Questionnaire Customer newsletter Forms te a . * eae as : @ Graphs / Charts #: Press release + Advertisement * Invitation“ 32 Advantages of Written Communication The major advantages of wiitten communication are as follows: Ithas a permanent’ record, ween It is well planned and well prepared. It is used to convey long and complex messages. ‘i The cost in it is relatively low. It may be sent to” vatlous people at the! same time. DIFFERENCE BETWEEN ORAL AND WRITTEN COMMUNICATION { Oral Communication Written Communication Its feedback is immediate. Its. feedback is delayed. -: It~ uses. shorter’ “words... and sentences. It. cuses “longer .: words and sentences... . It is conversational and informal in hature.. It is formal i in nature ws -| It. focuses on relations. is interpersonal It focuses main ‘on’ content or: | message, It uses the aids of body ‘ergiage. ‘ aah It uses the did of punctuation: the .| use of body language. is, not possible, * * It conveys ° Jess Technical Tt: conveys more © technical. and. information, A complex information. R Its construction is simple: Its construction is complex. * * thas no 2_permanent record. lt has a permanent record." It is flexible.. Itis firm. The appearance of a person is much important. The appearance. of stationery much h important. ‘EERE SEER ne, 33 NON-VERBAL COMMUNICATION The use of body language such as gest hand and head, appearance, eye contact are” or to add to the meaning of am communication. Its a very important agp Posture, movements of @tc. to. convey some message lessage is called non-verbal ect of oral communication, In face-to-face conversations, non-verbal communication is Inf 7 non is often just as important as verbal communiation, As you are speaking, information can be conveyed Non-verbally as well as verbally. On the other hand, signals. Non-verbal communication is. often referred to’as “body language”. : Non-verbal clues are often used unconsciously. For instance, while speaking we may strug or mover our hands and head. And’ while « listening we may nod, clinch our fists, or grind our teeth. Such non- verbal clues add impact to meaning, Studies show that your body language or non-verbal clues contribute 55%, tone of your voice contributes 38% and the words ‘you say contribute-only 7% in the. judgement of you. The non-verbal clues may be discussed under these heading: 1. Appearance - 2. Body Language 3. Silence, Time, and Space L. APPEARANCE | ‘ ranc2. means-how a person, thing or surrounding looks. In‘ oral en the appearance of a person has a great impact. His Clothing, hairstyle, neatness, jewellery, perfume, etc. weve important. The appearance of surroundings such as room size, cation, decoration, furniture; temperature, and lighting add to ‘conu Hn In written commurication the appearance of envelope, its size, colour, Weight and postage impress the receiver and communicate something. 2. BODY LANGUAGE eee s ‘body mover i ig also called’ kinesics which means Pee i heresy ae ;, etc. In oral cor y C pence a words. It gives precise meaning to your message.34 ds (spoken or It Is very clear that man does not communicate wor’ 0 wwitten) tlone. There are various other ways to commuricate, and in them, our body plays the most Important role. It is, therefore, very important to study the way body communicates. Body language includes following things. (i). Body Shape and Posture ii ed Our shape and posture affect the way we think about ourselves, ~ how we cae to others and how others relate to us. Body shape may be thin and tall, athletic and muscular, or fat and round. Whatever the body shape, we must-try to make the best possible impression. While appearing for an interview we should take care that our body does not send out wrong signals. Posture is. a’ way people stand or sit. It can show their feeling, interest, self-confidence, status, etc. Status consciousness is also expressed through body language. For example, if a soldier stands before a senior army officer, the soldier invariably stands at attention, with:a tense and stiff ‘body, whereas the Officer looks relaxed, at ease with.his arms and legs comfortably: spread out. ¥ (ii). Expressions of Our Feelings Aas neha It must be noted that all our body movements, gestures; postures, etc. are guided by our feelings and thoughts. The nodding: of our head, blinking of our eyes, waving of our hands, shrugging of our shoulders, etc. are expressions of our thoughts and feelings. A smile conveys good humour; raised eyebrows denote questioning and disbelief; a frown denotes upset or worry, 5: ot All these expressions of our face.or body are the language our body uses. consciously or unconsciously’'to' convey Messages, attitudes, status, relationships, etc. Sometimes, . we try to hide the: truth: or anything that we want to suppress but our expréssions'of our face and body speak. out the truth, They. reveal ‘our pleasure, sadness,’ isapoainet Usted confusion, etc. It is, therefore,-.very exercise restrain! e f postive atte inal stuatons,” “OSU” feBngs, and adopt a ‘(lll), Gestures or Body Movements Movements of our arms, legs; hands, torso, : and hi i S » lead are: call seeines etl Paling very Meaningfully. Many gestures 4 : . 7 ple, shaking. a fist to denote i hands for emphasis, In listening; too, ie te agreement, shaking your head i disspereva cone node in35. (iv). Eye Contact contact is of paramount importance in face-to-face communication. while talking, when we look at somebody's face, we focus primarily on his eyes and try to understand what he means to convey. The eyes, along with eyebrows, eyelids, and pupils communicate our deepest feelings. In different situations our eyes-adopt different positions and shapes. Eyelids raised and combined with dilated pupils tell us that the person is surprised or frightened, Similarly, eye movement also communicates in a significant: way. A long, fixed gaze shows our interest in something or somebody. A listener’s eye contact with the speaker shows his interest in the speaker’s message. (v). Head and Face In any face-to-face communication or meeting or interview the way. we hold our héad is.very important, There is an old saying, “Hold your head high’. It is sign of honour and self-réspect, confidence:and our interest in the person before us. A head bent low shows modesty, politeness, or shyness. Ahead drawn too far backwards or stiffly held: straight up indicates pride or .haughitiness. Nodding of the head, indicates agreement or approval, arid shaking of the head indicates rejection. Human faces are capable of communicating a-wide range of expressions and-emotions. It is said that ‘face is the index of. mind.’ Whatever. we feel deep inside is reflected on our face. The'lines on our forehead, the eyebrows, the muscles of. our cheeks, our lips—in. a smile. of. in’ surprise-alll speak louder than words. ee " (vi). Smelt. and Touch : : ; A fragrance conyeys emotions to the. receiver. Touch is an important, tool to convey warmth, support, encouragement, and: comfort. But touch people only when acceptable and appropriate. (vii). Voice Quality or Paralanguage Voice quality and sounds are also a part of non-verbal communication. They. are called paralanguage and include voice: volume, volume variation, rate, pitch variation, speaking speed, pause, and other sounds Such as throat clearing and sighing. Pata meanis ‘like’, Hence paralanguage means ‘like language’. It is Nonverbal because it does not'consist of words. But it is close to verbal + Communication because it shows how words are spoken or utterances Made, 30 much about Voice i ive or use. It tells us s Ice is the first signal that we recel Sand 'e_ speaker's sex, background, education, . status,36 temperament. Voices may be clear, musical, cultivated, Pleasany unpleasant, chirpy, etc. 3. SILENCE, TIME AND SPACE be meaningless ;, though it appears to 8. Fay example, ir you tend a Yequest or a collection letter but you receive rs answer for days, you may assume that the reply is negative. of nonverbal communication. Here we seng See ace showing them what. time means to US. There is a famous maxim, “Time is money”. We send out signals regarding the importance of time. Time management is now one Of the’ most important parts of overall management. Time is important and affects communication. If you are kept waiting for a meeting or an interview for some hours, you will fee! annoyed. Punctuality conveys one's sense of responsibility. North Americans are very time conscious and attach highest importance to punctuality, whereas people in the East have more relaxed approach to time. ‘ Business community all over the world knows the worth Of tine. The value of time has led to the invention of many time saving devices. ‘Space around us communicates in its own. unique way. Space language is called proxemics. It is study of space around us—how we arrange it and what we arrange in. it.. Proxemics is the study, of ‘how we communicate with the space around us. Some People project their status by occupying best space. Let us demarcate the distance between us and person / persons with whom we wish to. communicate. This distance or proximity can be stated as follows: : 1. Intimate ---- Physical contact to 18 inches 2. Personal. 18 inches to 4 feet 3. Social 4 to 12 feet 4, Public = 12 feet to as far as We can sze or heaf Colour language ‘3 : Colours ti : red vi a, J geese green ‘are. universally © BSS0¢i ive feel; leasure, general na Negative feelings, melancholy, of seach an grey are : ocated “with peace and chastity. paoot. White : a "For “successful37 communication it is important to choose the right colour of ing home and office interiors, upholstery and decoration pies eos. Sign Language Communication is a-process in which people exchange mes: through mutually understood signs or symbols These agi or symbols are not always ‘the words of a language like English, French, Arabic, or Urdu. There is a vast range of visual and audio signs beyond the words. From time immemorial man has been using visual and audio signs (pictures, drawings and sounds) to convey messages. The’ practice of drum beating in jungles has been observed since the very beginning.of history. A Chinese proverb says, “A picture is worth a thousand words”. A picture of drawing makes a concrete impression, and on the other hand words often fail to convey the exact meaning. Visual signs make communication’ interesting and motivate the viewer. They have an educational valle and are especially useful for illiterate workers. A ‘business organisation often makes an effective use of visual signs like posters, drawings, photographs, cartoons; caricatures, statues, etc. to'convey messages for information, advertisement and education and training. Diagrams, tables, graphs are often used in business reports and presentations. Diagrams and maps are indispensable in books of geography, sciénce, economics, etc. Tourism, -hotel industry and many ‘other companies use nice looking photographs. Most of these signs or symbols speak a universal language understood all over the world. For example, in any part of world, anyone can recognise the sign for a telephone booth, gents / ladies toilet, no smoking, etc. Similary, traffic lights (red, yellow and green) on the road are universally recognised. __ ~As mentioned above theyaudio signs or sound signals like the beating of drums are pre-historic. Sound signals are very quick in, conveying intended message.. They are very useful in time management. The modern world of business has conveniently adopted them to mark different. occasions. Various kinds of- sirens, buzzers, hooters and Whistles are used for different kinds of alarms like fire alarm, accident alarm, air raid alarm, machine breakdown alarm and soon. ‘The main idea is to caution the listener to prepare himself for the situation. A lock of watch alarm makes us aware of our time Or schedule. No office IS complete without a buzzer, push button bell or electric bell . . i]38 ‘ bs COMPONENTS OF COMMUNICATION PROCESS Communication Is a process of transmitting and receiving verbal and nonverbal messages. Communication Is considered effective when it n or response from the receiver. In other achieves the desired reactio v words, communication Is a two-way, process of exchanging ideas or information, But this is not an Basy process. Sometimes, it becomes complicated and results in miscommunication, nication includes ‘six. components: context, sender-encoder, ‘Commut receiver-decoder and feedback. - message, medium, 1. CONTEXT : : 4 Every message begins with context. Context is the situation, setting or circumstances within which communication takes place. Context plays a very important role in’ how a message is encoded and decoded. It is a broad field that includes country, ‘culture, organisation, ,and external.and internal stimuli..Every ‘country, every culture, and every company. or organisation has its own conventions for processing and communicating information, . and. it communicates information according to these conventions. External stimulus is'another aspect of context. It prompts a person to send a message. The external stimuli may be a letter, memo, note, electronic mail, fax, telex, telephone call, meeting; or even a casual conversation: The response to this stimulus or prompt may be oral or. written. 5 eae ; Intérnal,Stimuli have'a complex. influence on how you translate ideas into a message. When a sender encodes his own view of. the world, it~ affects the choices he makes in language. His way’ of communication is influenced by his internal stimuli. which include his attitudes, opinions, « emotions, past experiences, likes and dislikes, job status, education'and ‘confidence in ‘communication skills. The most important is his ability to. analyse his receiver's culture, needs, ‘skills, viewpoints, experience, expectations and mental: ability, In order to make communication effective, all,these aspects of context must be considered. 2. ENCODER OR'SENDER ey . The péfSon_ Who sends a Jnessage is called ‘encoder’, H 5 le pets A r’. He z writer creapetitoker depending on whether his message is aes oral. He ties to choose symbols—usuall ly words—wl = message correctly so that the’ receiver may understinlit cag eee i é il . the response the sender desires, It is the duty of the: sender to. encode his message propery, correctly, clearly and completely to achieve th ‘ 7 Y to achieve the39 desired response. He tias to d n 3 le : . communicate his message in thebest ys eee 3. MESSAGE The message is the core id It consists of both verbal * (unspoken symbols), unity of thought, con: lea which the sender wants to communicate, (written: or spoken symbols) and nonverbal i message can achieve its purpose unless it has i fency .in expression and emphasis, on the main point. The message should be very clear so turd the receiver: may - understand it completely, To achieve clarity, the sender must be clear about the contents of his message. He should avoid vague words or ideas which may lead to' misunderstanding. He should plan his message carefully so that irrelevant details may not creep into it. - 4, MEDIUM * A medium or channel isthe means or technique used to convey 4 message. It may be @ conversation, letter, telephone call, radio. or television programme. The'choice of message channel depends on all the contextual factors discussed above and the nature of the message itself. The. choice of medium is also influenced by the relationship between the sender and the receiver, the urgency of the message and the receiver's culturé?.The written channel is often preferred when the ~ message is long, technical, or formal in nature, and when the message must be documented. The oral channel is effective when the message is urgent. or personal, or when immediate. feed back is important. Sometimes, the choice of medium is determined by the receiver's culture; For example, in, many countries in Europe and Asia, complex messages are often dealt with: orally, with written document provided only later, if necessary. “ ; isatic it i rts, Ir ‘organisation, the written media may’be memos, reports, ene os descriptions, posters, notes, employee manuals, electronic bulletin boards, even internal faxes. Oral communication may take the > form of staff meetings reports, face-to-face discussions, presentations, audio-tapes, telephone, chats, tele-conferences, or videotapes. \ i itten media may be letters, reports, Outside the organisation written Se ane ams, mailgrams, faxes, telexes, pos * things, a can communicate orally in face-to-face ocean by telephone’ or by: presentations or through teleconferences, conferences, or televisions. ER 5, DECODER OR RECEIVER, 7 f the message is the reader or listener. aio non te, fe het ‘a message. IS received, the: receiver. $ ‘coder. ie! :Sender-Encoder ‘|-> Medium 40 Meanings to it. This Is called ‘decoding’, The factors that affect the decoding of a message are knowledge, experience and_ attitude. Different people have different attitudes, abllities, experiences and opinions, The message is decoded by the recelver within the range of his knowledge. But all the readers do not react In the same way to the subject of the message. Similarly, the receiver's attitude or feeling will affect him to understand the message. Therefore, miscommunication can occur when personal biases and individual values influence the receiver to interpret the sender's intended message. Therefore, it is very important that the sender, while writing his message, should consider all these factors to minimize the possibility of its ‘being misunderstood. 6. FEEDBACK Feedback is an’ essential part of successful communication. It is. the receiver's response to the sender’s message. It indicates. understanding _ ‘or misunderstanding of the message. It also stimulates further communication and discussion. Both. sender and receiver need feedback. Senders need feedback to determine the successor failure of communication. Receivers need feedback to understand how their behaviour affects others. Feedback can be oral or written. It can also be an action, such as receiving in the mail an item the. encoder ordered. Sometimes silence is used as feedback, though it is almost ineffective. ‘The ability to provide appropriate feedback can assist the development of effective relationship and the productivity of business. . ->————-CONTEXT I Message Feedback ba4| BARRIERS TO COMMUNICATION We face many problems in our business and personal lives because of miscommunication. This miscommunication is caused by certain factors, which are called barriers in communication. ‘As communication is a complex process, it is desirable to take care of communication interferences and barriers in communication that may hamper the smooth flow of effective communication. These barriers may come from either the sender/receiver ‘or the circumstances of ‘communication. However, we need to avoid them to become effective communicators. Communication ~ barriers arise during the communication process. They: may confuse the listener or reader, create misunderstanding. They may sometimes lead to’ communication. breakdown. x ‘The most common communication barriers are as follows: Improper encoding Bypassing Frame of reference Physical distractions or barriers Psychological and emotional interferences Cultural differences Improper Encoding Improper encoding is a frequent barrier in the. process of ‘communication, ‘which leads to confusion and misunderstanding. While encoding his message, the sender makes improper choices of symbols, which the receiver is unable to understand. Messages should: be presented in a linguistic code familiar to receivers. The sender must consider the knowledge of. the receiver about the code that is being used. If the receiver is not able to understand the sender's language, a ‘communication breakdown will certainly occur. Moreover, selection of an improper medium or linguistic form also leads. to communication rakdown.. : < Bypassing : Bypassing refers to the symbols or words that carry different meaning to diferent pale, When the sender and the receiver of the message attribute different meanings. to the same words, the problem of bypassing occurs. Bypassing is misunderstanding resulting from missed Meanings because of the use of abstract words and phrases on whic ¥ tion, ott ivers do not agree. A person’s age, education, See er the language he uses, and this and. cultural background. influence u i influence ra iscommunication, To avoid bypassing ge ae Should use familiar words with concrete meanings. He soul it. enotative words (words which have dictionary meaning Witrou42 indicating its positive or negative qualities such as house, cat, horse agree. Before using connotative Words Gaston ‘or the See aiterent from the usual dictionary meaning. es is a denotative word, but home, villa, mansion, apartmeny, bungalow, etc are connotative,) the sender should know the knowledge ani cultural background of the receiver. Frame of Reference Shaved of concegt S Gu u Your frame. of reference is individual. to you as it is based on your experiences, exposure, education, personality, and several other elements peculiar to you. Your weakness in viewing others within your frame of reference may also lead to, confusion and misunderstanding, The moment you interpret others’ point of view from your angle, you allow your preconceived notions and prejudices to start working for you. Physical Distractions or Barriers Physical barriers include apparent.environmental factors such as noise, distance, distractions and interferénces which. obstruct smooth flow of communication. The noise of other people or moving traffic, distance between the sender. and.the receiver, interference, etc. prove barriers in Communication and can easily disrupt communication. *'.- Psychological and Emotional Interferences . Any Psychological or emotional disorder or disturbance can prove to be a barrier to effective communication because it leads to lack of interest - and Concentration. | Feelings. of sadness, fear, anger, anxiety, or suse a Papessive emotions adversely ‘affect both encoding _ Intercultural Differences The i i news rana"s meaning to the message ‘and’ he assigns” this rene cing. his frame of reference. This intetpretation of receiver belong te dienes endings When ‘the sender: and “the... easy to. comiunicats ar res ae ae different values, It is Communication becomes difficult and the an increase when you are Raving ji coe- of planning, filtering of information . (It "favourable by the recciver.), information ovel rernet, fax machine, etc. = “applying communication principles. 3 : : 8 ape, 8 i 4d Mie eras For.example, an Indian asked his Arab colleague why he was a bachelor at the age of forty. The Arab replied innocently, “because of dowry... ‘The Indian responded, “You should not have been so greedy.” The was upset and confused because: he, col id; not_understand why his Indian friend considered him greedy. ‘There’ was a «communication breakdown. “Dowry” for.anIndian is the mone that. the.groom takes from the family of the bride while “dowry” for an.Arab is the amount of ‘mehar' that-the gréom has to pay.to the father of the bride. there are Apart from the ‘barriers to communication discussed above, many other. barriers. These barriers can be ‘poor listening, ‘biased relationships, improper use of non-verbal clues, senders credibility, lack “means. that ‘the sender that it will be seen more load, etc...Sometimes, manipulates the information in such away. there isa problem. with the telephone line, int used to:-convey the message. Barrie 0 ‘of sending and receiving a.messagt and cause miscommunication. We.can munication’ affect the. over Se44 PRINCIPLES OF BUSINESS COMMUNICATION (7 C's) "principles of effective communication are very Important for us to pecan good ‘communicators, We must apply these principles to compose effective messages. They provide guidelines for choice of content and style of our messages. These principles are also called 7 C's, as each begins with a “C”. Following are the principles of good communication. ‘ 1. Completeness ; A message should be complete in all respects. It is complete when it contains all facts the receiver needs for the desired reaction. While writing his message, the writer should assess his message through the eyes of the receivers. .He needs to be sure that he has included all relevant information. There are: some ‘benefits’ of completeness. First, complete messages bring the desired results. Second, they can do’ a better. job of building. goodwill. ‘Third, completé messages can avert costly lawsuits. i Completeness means that you tell the receiver of your message what he ‘or she wants to. know about your product or service. -You should give the reader so much information about your product-or service that he must be convinced. As-a result of this completeness the number’ of. gootls returned to the company will be reduced to a great extent. Incomplete. messages. keep the receiver . guessing, create” misunderstanding and delay the actions. To ensure the completeness.of. the message, you should ‘check for the "five W” questions—what, why, when, where, who—and any other essentials, such as ‘how’ For example, while announcing a meeting, specify what is to be discussed in the’ meeting, why-it.is being held, when the meeting is to be held, - where it is being held and who is to- attend the meeting. Similarly, when you order goods, state clearly what you want, when you need them, to whom and where the' goods are to be sent, and Aow payment. will be made. Thus only a complete message is to be an effective message. - , > : uke Guidelines for Completeness 1. Provide all necessary information. Answer Eros ry ation, Answer the five W_ 2. inser all the questions asked by the inquirer—stated or plied. 3. tee (ita information, if necessary. Sometimes, you think lat the receiver's questions are inadequate or'he does not45 know much about your company’s policies or products, you should give him extra Information. 2. Conciseness Conciseness means to say in the fewest possible words what you want to say. The message should be precis¢ and brief. It does not mean merely brief. It means brief but complete. A concise message. saves time and expense for both sender and receiver. Brevity is the soul of good communication. Ruskin said, “say all you have.to say in the fewest - possible words". Conciseness also contributes to emphasis; important ideas stand out when ‘unnecessary words aré eliminated. It provides grace to speech and a'force to what you write. Irrelevant or superfluous words cloud or obscure the meaning. Concise messages lead to clarity. Concise. messages combined with. “you attitude” are appreciated by the recipients. 2s ‘Guidelines for Conciseness 1. Avoid wordy expressions. Use one word’ in: place’of phrases. (Use “often” instead. of “in considerable number of cases", “soon” instead of “in due course”, “because” instead of “due to the fact that” , “need” instead of “have need for”. 2. Include only relevant mate: . i 3, Avoid unnecessary repetition. - Repetition is sometimes necessdiry to create emphasis but when it is not necessary you should avoid it. 3. Consideration Consideration means thoughtful attention to the wishes and feelings of others. In: business communication, consideration means’ preparing ‘every message with the receiver in mind. It:means putting yourself in. his place. It shows you are foremost aware of his desires, problems, circumstances and emotions. Then you should handle the matter from his point. of view. This thoughtful consideration’ is also called “you attitude”. The “you- attitude” means writing from the point of view of. the:reader, rather than your own point of view. . ' Guidelines for Consideration 1, Focus on “you” instead of “I” and "we". ‘AVOID: We are’pleaséd to announce that we have opened your account with us. % USE: You will be pleased to know that your account has been © opened. 4 ‘A ‘will benefit from your offer, 2. Show how your message recelver46 3. Emphasize positive, pleasant facts and avoid negative statements. It also means emphasizing what can be done instead of what cannot be done. + NEGATIVE: We don't refund if the returned item Is not clean and unsalable. POSITIVE: We refund when the returned item Is clean'and resalable. cific, definite and vivid words: in ‘messages. Sometimes, a.message fails'to convey the exact sense. This happens when the message is not concrete enough to evoke a clear picture of its contenis in the mind of the reader- Concrete messages are more coherent, vivid and interesting. You should be specific, definite and_ vivid ‘rather than vague’ and general. in’ your. messages. For example, “please send: your cheque in full a5, soon as possible” is a vague statement. It may be'made concrete. as; “please send your cheque for Rs.12000 before March 10.” sei ae : 4. Concreteness : *Concreteness means using spe Guidelines for Concreteness ges 4," Use an.exact, precise statement ora figure in place ‘of a general word. ee * 2. Put action in your verbs; use active voice instead of passive. - voice. " ne) ‘AVOID: He gave explanation of the factory-accident: USE: He explained the factory accident. e AVOID: Samples were distributed by the wholesaiérs. ~ USE: The wholesalers distributed samples. 3. _ Use vivid, image building words. 5. Clarity : : ‘ Se Clarity is a very important quality of an. effective messa : ge... The: substance .of a message should be stated -clearly:, Simple and ‘clear language should be used so that there should be:no ambiguity in it. A clear message is that which the reader can understand readily. There ~' should be no doubt in his mind about the message. Y | The principle of clarity implies both cari or ; f thought and. clarit expression. Clay of thought means the formistege ey of ssion. Cl 1e communi ZA cleat n ls mind about what he wants to corntuuneate (the poaceagay why fe wants to communicate (the objective of comtmumicston}y ty Sere ea ie receiver), when he wants to! Siitabt : 8 lould he table media). Once the idea is clear in the windoe oe ee " 9 ry it e47 must be expressed in clear and simple language. Clarity of expression requires proper encoding of the message and choice of proper words, "Guidelines for Clarity ". 4... Such words’ should be used as are familiar to the message receiver, 2.. Lengthy sentences should be avoided. 3, Use coherent sentences. 6. Courtesy Courtesy means politeness or a friendly ‘and helpful behaviour towards others. Polite manners facilitate communications. Politeness encourages participative “communication. Courtesy in’a business message. is the most important quality to create goodwill and friendliness. The message must be courteous in tone. Courtesy shows respect arid politeness to those who treat us with consideration. Courtesy is politeness that grows out of respect'and concern for others. Courtesy in a message is created by the use of words like “thank you", “please”, "we appreciate”, etc. Guidelines for Courtesy 1. Besincerely tactful, thoughtful and appreciative. 2.” Use expressions that show respect. : 3. . Use noi-discriminatory language that reflects equal treatment of all people... 6 A ‘ : 7. Correctness 2 . Cofrectness means correctness in grammar, punctuation and spelling. There should be fio errors .and mistakes in the message. ‘Mistakes or errors in the message irritate the reader, and he loses feith in the éfficiency of the company. All mistakes in a ‘business message spoil relations and reputation and cause a great deal of harm too. You should Not transmit any-message- unless you are convinced of its accuracy and authenticity. . : Guidelines for Correctness. 3, : 1, Use tight level of language. (The level of language suitable for business communication Is less formal rather than formal or sub-standard.) acts ae ‘Check accuracy of figures, facts ant i * Maintain acceptable writing mechanics. (It means correct spelling, grammar and punctuation.). : | wn48 ; INTERNATIONAL OR GLOBAL COMMUNICATION International communication means communicating with Persons’ from, other countries. Its significance has been reinforced by the term globalization. Globalization means that for a company to survive, it’ must establish markets not only in its own country but also in many foreign countries. In modern age we have noticed a great expansion in business. The companies have. crossed the barrier of border, and they . are now transacting business’ with the companies of different other countries. Thus, the employees or managers of a company ‘must understand others’ cultures and variables besides their own country’s ethnic diversity to communicate effectively with global companies. Background to Intercultural Communication Communicating with persons from other: countries is a difficult job, Background is necessary. to. understand the- total communication Process. By background we mean those aspects that can either impede or aid effective communication. These aspects are language, culture, status, education and age. , It is easy to work with persons of our own culture, our own language and our own communication norms. But intematiorial communication demands work with many foreign countries and people. The Concept of Culture Culture is defined as the behavioural characteristic typical of a group. These characteristics are typical-and often unique. We, cannot judge ther groups or countries by the cultural standard of our group, Let us notice some differences cultures. . American culture is are less tolerant for diversity, flexible in other cultures, In between American culture and other concerned with diversity; other- cultures Americans are obsessed with time; time is America vacation period is limited; there ‘These differences lay the foundation fo iscussi i or intercultural communicati ha ae mere weshe oeie ion. But there are more specific variables that should be recognized to communicate effectively. a NATIONAL CULTURAL VARIABLES » There are: certain national cultui ral Country, These principles indirectiy ‘something about a. é | variables, which are basic to 2 Jj ly. affect its population. We learn Country's culture by knowing these principles, Each49 Of these affects Intemational communication. The seven national cultural variables are discussed below: 1. Education Importance given to education, particularly management education, varies in different cultures. Management education and’ training in business communication is more Prevalent in ‘United States than in other ‘countries. Most Chinese and Asian Managers are much less formally qualified than those of the developed -countries. Some countries have no academic-courses in communication training, 2, Law and Regulations Law and regulations also affect business communication and the sale of Products in both developed and developing countries of the world, For example, advertisements directed at children are restricted in America, Canada, and Scandinavia. The advertisement of such products as Cigarette is restricted in Europe. In Iran Western publications showing unveiled women, fashion magazines, cosmetics, etc. are prohibited. Men cannot wear short sleeves or T-shirts, i 3. Economics Economic conditions of. different countries differ from each other. Availability of capital, transportation and standard of living per capita vary from nation tonation. The opportunity to borrow money, the rate of inflation and exchange rates influence business and country’s ability to communicate concerning that business. 4, Politics Political conditions also vary from country to country. Even the ‘concept of democracy is different in different countries. Political conditions affect future busir: 2ss relations among countries. Sudden political changes and upheavals < ffect communication, understanding of a country and a company’s willingness to-do business in an unclear and unstable political environment. 5. Religion 3 To communicate .well on international level, it is Necessary to understand diversity. of religion. Some countries are tolerant of religious diversity; others like Iran-are less tolerant of religious diversity. We should be especially careful of religious beliefs within foreign countries. If major religious differences are not studied and understood, they can harm business relations. Religious holidays, for example, affect international communication, interrupting work ‘schedules or delaying responses to requests.50 6, Social Norms oe 7 We should be aware of the social norms of a foreign country while communicating with .it. In many countries male line of farally strongly influences business decisions. Decisions, buying patterns, pooling of resources, special interests within a family vary from culture to culture, These affect behaviour. and business. communication. Some countries emphasize the importance of, family, some show influence ..of past colonial influences, ahd in. some countries there is a.rank order of importance. for participants in. meetings. ty i 7. Language i o Language is the most.important cultural. variable. Each language has its own sentence pattern and vocabulary. Thus, there is more likelihood of errors while writing and speaking a foreign language. % If the sender and receiver of:a message are ‘not able to ‘understand ~common language, the chances for successful business communication are ‘limited. ‘English is an international:language and also the language ‘of business. But all agree that knowing the language of the host country contributes a lot to the improved communication. : INDIVIDUAL CULTURAL VARIABLES ©): Besides national cultural: variables, there are’ certain ‘individual cultural variables, which are important in international communication: Within each culture, on the personal level ‘are differences in ‘communication, which are. expressed through varying concepts of time, individual speech, food, acceptable dress, manners at home and_ at: work, » decision-making patterns, and other Non-verbal variations.