LESSON - 1

INTRODUCTION TO MANAGERIAL COMMUNICATION

Learning Objectives
Describe the role of managerial communication
Understand the significance of communication
Recognize the objectives of communication
Enunciate the definitions of communication
Structure
Introduction
Need for Managerial Communication
Impact of Culture
Workforce Diversity
Objectives of communication
Communication Theories
Definitions
INTRODUCTION
The Managerial Communication is the communication process designed, developed
and operated by the management in managing the affairs of the organization. The
efficiency of management depends on the way the information asset is used to create
values. The network and the system developed for exchange of information in an
organizational environment determines the capability of an organization. The
changes in business environment, the extent of use of technology in communication
transform the communication process.
Business environment has become complex, operational jurisdiction becomes wider,
competition is recognized, products become knowledge based and the workforce
becomes culturally diverse. The developments in Information Technology,
communication network and computing capabilities changed the communication
within and among the corporations. These corporations are necessitated to employ
human resources with different ethnic, cultural and religious backgrounds and
education through different educational systems. The communication is the essential
constituent in the day to day activities of managers while they plan, decide, organize,
lead and control the resources viz., human, financial, material and information.
In this situation the communication system must facilitate transmission of
information and data quickly and enable management to solve problems, take
decisions, coordinate workflow, plan ahead and increase productivity through better
relationship among the stake-holders of the organization. When the organizations
become e-organizations, effective and speedy communication becomes an
indispensable component of success whether it is interpersonal, intergroup, intra
group, organizational, or external levels. The advent of internet, e-mail, voice mail,
fax message revolutionized the communication. It facilitates smooth flow of
communication in large organizations. The technological developments led to new
business opportunities like Call Canters, Business Process Outsourcing, Knowledge
Process Outsourcing Data Warehousing and Data mining operations and e-
publications. It has created e-business opportunities. When the world is moving
towards knowledge age, the good communication skills determine the success of
business organizations.
The technological developments have created a situation in which the
communication facilities become more economical and thereby facilitate expansion
of business. The dramatic changes in world economy demand infrastructure in
communication for optimizing their resources. The efficient communication system
can minimize inefficiencies of large organizations; policy decisions reach other
divisions quickly, monitor market conditions, speed up reporting by subordinates,
update stock, sales, expenses and other information; divisions operate in a
coordinated manner and develop competitive advantage.
In this course on managerial communication, objective of communications, the basic
process of communication, the Communication Theories and the critical issues of
Managerial Communication are discussed.
NEED FOR MANAGERIAL COMMUNICATION
Communication is the vital input in managerial function. The policies, decisions,
directives and instructions are communicated from the top level management to
lower level functionaries, the problems, grievances, clarifications and suggestions are
communicated from lower level to top level and for coordination information is
sought and transmitted among peers . Mostly written communication is used for
recording the facts and verifying it on future dates. Oral communication is invariably
used in execution process. Nonverbal communication has greater impact on the
receiver and sender must always be cautious about the need for restraint in
transmitting nonverbal cues. In the new economic world order, the knowledge based
service organizations are emerging as major business activity in changing the
operational mode of manufacturing oriented organizations. The generation,
compiling and transmission of information determine the competitive positioning of
an organization. This situation warrants thorough understanding of communication.


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IMPACT OF CULTURE
Culture which is shared system of symbols, beliefs, attitudes, values, expectations
and behaviour can affect communication styles in many ways. E. Hail
1
opined two
aspects are import in differentiating communication styles. The first is the extent to
which the context affects what is said or how it is said. Cultures are considered high
context tend to change what a person said and how it is said significantly depending
on the context. Depending on rank and status the same word may give different
meaning to different people. The individuals from high context cultures view
behaviour of persons belonging to low context cultures as a sign of immaturity or
lack of sophistication. The second dimension refers to the explicit or implicit nature
of communication. The cultural values determine the effectiveness of
communication. The globalization of business operations made the people to
understand the cultural diversity of the workforce apart from the demographic,
psychological and social variation in their communication skills. Communication is
affected by ethnocentrism-the tendency of each group to think according to his group
behaviour. There is imperative need in a multinational/trans-national corporation to
understand the intercultural sensibilities of the employees. Cultural differences
among the participants of communication process may cause communication
problems. However they can overcome these problems if they understand the culture
of others.
1
E. Hail (1976) Beyond Cultures, Garden City, Double day, New York



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WORKFORCE DIVERSITY
The globalization of business operation led to workforce diversity. The Hudson
Institute
2
made a study about the workers of 21
st
century. The observations of the
study are:
Labour force is growing in the size more slowly than the past.
The percentage of young people in total labour force is falling.
The average age of the worker is rising.
More women are joining the labour force.
The proportion of ethnic minorities in the labour force is also increasing.
2
Haynes and Sampath Mukerjee, 21
st
Century Management, New Central Book
Agency (P) Ltd, Kolkata (2005)
This study was done in America. The workforce diversity in other countries indicate
in addition to the above mentioned changes certain other changes are also noticed
among its workforce such as
Child labour in workforce is decreasing.
Workforce in service sector is increasing.
Skill level among the workforce is growing.
The growth of knowledge sector brings forth different organizational culture
due to diversified workforce.
OBJECTIVES OF COMMUNICATION
Business organizations need people with four communications skills viz. writing,
speaking, listening and interpersonal communication. The contemporary knowledge
about the communication in the global business environment with the avowed
objective of achieving business goals becomes basic necessity. These communications
skills are used with different objectives for achieving excellence in business
operations.
The objectives of communication are to
Teach or learn something
Obtain/accomplish something
Express feelings
Solve problems
Stimulate interest
Socialise
Entertain
Exchange ideas, views, opinions and facts
Decide the operational, strategic and tactical functions
Negotiate the purchases, terms of contract, mergers, acquisitions and
takeovers
Send orders, circulars and instructions
Conduct training programmes for enriching the skills of employees
Perform Planning, organizing, staffing, budgeting and coordination functions
Create awareness about the products and promotions
Understand the consumers, suppliers, distributors and shareholders
Resolve conflicts and facilitate team based operation
Question, answer, justify or clarify decisions
Persuade, influence, and inform customers
Evaluate the contribution of employees
Discipline the employees
Project the image of the organization
COMMUNICATION THEORIES
Bormann
3
classifies communication theories as
(1) Special Theories, which are style specific and relate to the communication
practices and
(2) General Theories, which account for communication features common to several
or many or all such communities.
The special and general theories are essential and crucial in the intellectual process
of understanding communication. In his view communication theories includes
summaries and concepts growing out of research programmes. These are structured
and coherent statements that are guiding practice but do not provide explanations of
communication events.
Rhetorical Theory is the accumulated body of knowledge of writing by experts in
various rhetorical communities. The communication usage of a community
constitutes their communication style and each such community is called rhetorical
community.
In a similar way Communication Theory refers to the accumulated body of writing by
researchers and experts studying communication in a realistic way. A detailed
discussion on communication theories is beyond the scope of this course material.
3
Bormann, G. Ernest (1980), Communication Theories, Holt, Rinehart and
Winston, New York
DEFINITIONS
Communication is the process of exchange of information. It can be verbal or non-
verbal but needs a sender and a receiver. Sender is a person who transmits the
information to the receiver who gets it. In order to make communication an effective
one, the sender and receiver should have the same understanding of the information
exchanged. Communication may be defined as the process of interchange of
thoughts, opinions, ideas and facts through signs, symbols, words or phrases. The
definitions of noted authors are enlisted below:
Louis A. Alien
"Communication is the sum of all the things one person does when he wants to create
understanding in the mind of another. It involves a systematic and continuous
process of telling, listening and understanding."
Theo Hainan
"Communication is the process of passing information and understanding from one
person to another It is the process of imparting ideas and making oneself understood
by others".
Koontz and O'Donnell
"Communication is an intercourse by words, letters or symbols, and is a way that one
organization member shares meaning and understanding with another."
Newman and Summer
"Communication is an exchange of facts, ideas, opinions or emotions by two or more
persons ".
Ordway Tead
"Communicating is a composite of information given and received, or a learning
experience in which certain attitudes, knowledge and skills change, carrying with
them alterations of behaviour, of listening effort by all involved of a sympathetic
fresh examination of issues by the communicator himself, of a sensitive interaction of
points of view leading to a higher level of shared understanding and common
intentions".
William Scott
"Administrative communication is a process which involves the transmission and
accurate replication of ideas ensured by feedback for the purpose of eliciting actions
which will accomplish organizational goals".
Peter Little
"Communication is the process by which information is transmitted between
individuals and/or organizations so that an understanding response results."
SUMMARY
Communication is the critical activity of managerial process. It is an integral part of
social life of human beings and basic requirement of business activities. In the
present global focus of business operations make it more significant. The cultural
differences, intercultural differences among multicultural forces and cultural context
are essential ingredients of communication. The objectives are expression of feelings,
opinions, facts and ideas; performing various managerial activities; building
relationship with stakeholders and in every decision. The definitions given by noted
authors enable the reader to understand components of communication and its
usage value. In the international business new organizational forms emerged, new
skills developed and new behavioural patterns are noticed. The globalisation of
business activities, emergence of service organizations as leaders in business
processes and emergence of e-organizations redefined work culture and managerial
communication.
REVIEW QUESTIONS
1) Enunciate the need for Managerial Communication.
2) Define Communication.
3) Outline Communication Theories.
4) State the objectives of Communication.
5) Elucidate the impact of culture on communication.
6) Explain the role of communication in e-organizations.


- End of Chapter -
LESSON - 2
COMMUNICATION PROCESS


Learning Objectives
Understanding the process of communication
Identifying the components of communication
Recognizing the functions of communication
Structure
Introduction
Communication domain
Models in communication Process
Shannon-Weaver model
Steps in Understanding Communication Process
Communication Functions
INTRODUCTION
Communication process describes six phases of communication. Communication is a
vibrant two way activity. In this 21
st
century, the communication infrastructure
enabled people in different countries to transact business in any part of the world if
they could innovate, invent and invest in the production of goods or service with high
quality standards. In this lesson a detailed discussion on the different phases of
communication is given.
COMMUNICATION DOMAIN
Initially people considered communication as an art and believed that it can be
effectively carried out only by certain faction of the community and the development
in the later ages proved it to be wrong. Bormann while describing the art of
communication opined that the human being intervene into any material or social
reality with the conscious intent of rearranging either or both to some ideal from the
result is artificial as opposed to be natural. As soon as the effect of communication
was felt a lot of research was carried out by the experts in the field. Finally, like other
management concepts communication also gained interdisciplinary "science" status.
Now the market space has become global and the people in different countries feel
they are living in a global village because they are able to communicate with any
person in any country. The developments in Communication Engineering and
Information Technology made it possible. The time and space are not constraints in
the interaction of people. So it is not prudent to categorize communication in a single
domain.
MODELS IN COMMUNICATION PROCESS
There are a number of concepts that explain the state of knowledge about human
communication. The process of communication consists of six steps viz. ideation,
encoding, and transmission, receiving, decoding and acting. It starts from the sender
when he develops a message, select appropriate medium and transmits it to the
receiver. Then the receiver decodes the message in accordance with this composition
of mind, frame of reference encodes it and formulates his response. In the next phase
the original speaker decode it. This is an inter-disciplinary subject and it had
undergone radical changes right from the time of inception of mankind but the basics
had stood the terms of time. The components of communication process are
presented below and the picture depicted in the graphical form presents the
relationship among those elements.
Components of Communication Process
The sender - Developer of the idea and the initiator of the communication
process
The receiver - The person/ group supposed to get benefited by the message
The Message - The content of the communication
The Medium - The method of passing on information
The Code - The system of signs or sounds used
The Channel - Sound waves or light waves
Interference - Noise which can affect transmission of information
Feedback - Information on how information was received
Context - Framework in which communication takes place

In any communication at least some of the meaning lost in simple transmission of a
message from the sender to the receiver. In many situations a lot of the true message
is lost and the message that is heard is often far different than the one intended. This
is most obvious in cross-cultural situations where language is an issue. But it is also
common among people of the same culture due to behavioural dimensions of the
human elements involved. The miscommunication can be minimized if the impact of
barriers is clearly understood and the significance of feedback is recognized. In fact
feedback is the mechanism whereby the way the receiver interpreted the message is
informed to the sender.


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THE SHANNON-WEAVER MODEL
4

4
Adapted from internet and abridged, Claude E. Shannon and Warren Weaver
(1949) The Mathematical Theory of Communication, University of Illinois, Urbana.
The Shannon-Weaver model is transmission models of communication. A study on
day-to-day communication will reveal that other forms of communication are more
than face-to-face interaction, e.g. using the radio, newspapers or the telephone. In
these cases, technology is used in channels.
When, for instance, the telephone is used, you speak, the phone turns the sound
waves into electrical impulses and those electrical impulses are turned back into
sound waves by the phone at the other end of the line.
Claude Shannon and Warren Weaver produced a general model of communication.
This is now known after them as the Shannon-Weaver Model. Although they were
principally concerned with communication technology, their model has become one
which is frequently introduced to students of human communication early in their
study.
The Shannon-Weaver Model (1947) proposes that all communication must include
six elements:
1. a source
2. an encoder
3. a message
4. a channel
5. a decoder
6. a receiver

These six elements are shown graphically in the model. The emphasis here is very
much on the transmission and reception of information. This model is often referred
to as an 'Information Model' of communication.
Apart from its obvious technological bias, a drawback from our point of view is the
model's obvious linearity. It looks at communication as a one-way process. That is
remedied by the addition of the feedback loop which you can see in the developed
version of the model:
A further drawback with this kind of model is that the message is seen as relatively
unproblematic. It's fine for discussing the transformation of 'information', which
might be, say A#/I8/O, but, when we try to apply the model to communication,
problems arise with the assumption that meanings are somehow contained within
the message.
1. The Source
All human communication has some source (information source in Shannon's
terminology), some person or group of persons with a given purpose, a reason for
engaging in communication. You'll also find the terms transmitter and
communicator used.
2. The Encoder
When you communicate, you have a particular purpose in mind, for example, you
want to show that you are a friendly person, you want to give them some
information, you want to get them to do something, you want to persuade them to
understand of your point of view, and so on. You, as the source, have to express your
purpose in the form of a message. That message has to be formulated in some kind of
code. How do the source's purposes get translated into a code? This requires an
encoder. The communication encoder is responsible for taking the ideas of the source
and putting them in code, expressing the source's purpose in the form of a message.
It's fairly easy to think in terms of source and encoder when you are talking on the
phone (transmitter in Shannon's terminology). You are the source of the message
and the phone is the encoder which does the job of turning your sounds into
electrical impulses. The distinction is not quite so obvious when you think of yourself
communicating face-to-face.
In person-to-person communication, the encoding process is performed by the
motor skills of the source - vocal mechanisms (lip and tongue movements, the vocal
cords, the lungs, face muscles etc.), muscles in the hand and so on. Some people's
encoding systems are not as efficient as others.
3. The Message
The message of course is what communication is all about. Whatever is
communicated is the message. Denis McQuail (1975) in his book 'Communication'
writes that the simplest way of regarding human communication is "to consider it as
the sending from one person to another of meaningful messages".
The Shannon-Weaver Model, in common with many others, separates the message
from other components of the process of communication. In reality, though, you can
only reasonably examine the message within the context of all the other interlinked
elements. Whenever we are in contact with other people we and they are involved in
sending and receiving messages. The crucial question for Communication Studies is:
to what extent does the message received correspond to the message transmitted?
That's where all the other factors in the communication process come into play.
Frequently the messages have meaning, which they refer to or are correlated
according to some system with certain physical or conceptual entities. Matters such
as the social context in which the message is transmitted, the assumptions made by
source and receiver, their past experiences and so on are simply disregarded. In this
respect, models which incorporate such factors are probably more revealing of the
complexity of the communication process.
4. The Channel
The words channel and medium are often used interchangeably, if slightly
inaccurately. The choice of the appropriate channel is a vitally important choice in
communication. It's obvious that you don't use the visual channel to communicate
with the blind or the auditory channel with the deaf, but there are more subtle
considerations to be taken into account as well.
Physical Noise
Shannon is generally considered to have been primarily concerned with physical (or
'mechanical' or 'engineering') noise in the channel, i.e. unexplained variation in a
communication channel or random error in the transmission of information.
Everyday examples of physical noise are:
a loud motorbike roaring down the road while you're trying to have a
conversation with somebody
your little brother or sister standing in front of the TV set while you are
watching a TV show
mist on the inside of the car windscreen while you are driving
smudges on a printed page, making some text or diagram illegible
Generally speaking, in this kind of everyday communication, we're fairly good at
avoiding physical noise: you shout when the motorbike goes past; you clout your
little brother or sister; you turn on the demisters in your car, etc.
However, it is possible for a message to be distorted by channel overload. Channel
overload is not due to any noise source, but rather to the channel capacity being
exceeded. You may come across that at a party where you are holding a conversation
amidst lots of others going on around you or, perhaps, in a communication lesson
where everyone has split into small groups for discussion or simulations.
Although physical noise and how to avoid it is certainly a major concern of scholars
of communication, the Shannon and Weaver model turns out to be particularly
suggestive in the study of human communication because of its introduction of a
decoding device and an encoding device. The possibility of a mismatch between the
two devices raises a number of interesting questions. In technological
communication: I give you a PC disk and you stick it into a Mac - the Mac can't
decode it; I give you an American NTSC video tape and you stick it into a European
PAL video recorder - the recorder won't decode it. Transfer this notion of a mismatch
between the encoding and decoding devices to the study of human communication
and you're looking at what is normally referred to as semantic noise. That concept
then leads us on to the study of social class, cultural background, experience,
attitudes, beliefs and a whole range of other factors which can introduce noise into
communication.
It might be worth mentioning here, especially in connection with the reference to the
linearity of the Shannon-Weaver model, that some workers in the newly developing
science of complexity have pointed to a fundamental twin flaw in our science. Since
Newton, that science has been concerned to understand the world using linear
models and has also been concerned to discount as 'experimental noise' anything
which might hinder the application of a linear model. Complexity theorists point out
that when you add the noise into the system, you generally end up with something
non-linear, complex and unpredictable.
Semantic Noise
Semantic noise is not as easy to deal with as physical noise. It might not be an
exaggeration to say that the very essence of the study of human communication is to
find ways of avoiding semantic noise. Semantic noise is difficult to define. It may be
related to people's knowledge level, their communication skills, their experience,
their prejudices and so on.
Examples of semantic noise would include:
Distraction: You are physically very attracted to the person who is talking to
you. As a result, your attention is directed to their deep blue eyes rather than
what they are saying. There is no physical noise which prevents the message
from reaching you. You hear it, but you don't decode it. Equally, your attention
could be distracted by the other person's peculiar tics and so on. Or think of
when you watched the TV news, the reporter was standing outside No. 10
Downing Street, but behind him the policeman outside the door was picking his
nose. As soon as the report's over you realize you haven't a clue what it was
about.
Differences in the use of the code: The other person is waffling on in
Arabic about fishes and loaves. You don't understand. There is nothing which
physically prevents the elements of the message from reaching you, you simply
can't understand it.
Emphasizing the wrong part of the message: Maybe you can think of an
advertising campaign which has been so successful with some new style or
gimmick that everyone is talking about it. However, no one has actually noticed
what product is being advertised.
Attitude towards the sender: You're talking to someone a lot older than
you. On the basis of their age, you make a lot of assumptions about the kind of
code appropriate to them, and the conversation goes wrong because they were
the wrong assumptions.
Attitude towards the message: I may have a very positive attitude to the
Arabic-speaking bearded chap in the flowing robes. But, despite that, I'd be
unlikely to find him very persuasive even if he were talking to me in English
about his fishes and his loaves. He believes in transcendent beings and I don't.
Whilst I may respect his right to hold to what I consider to be silly convictions,
I can find little respect for the beliefs themselves. So, unless he can find what
consider a more convincing explanation of this particular trick, he's wasting his
breath, however convinced he may be.


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5. The Decoder
Just as a source needs an encoder to translate her purposes into a message, so the
receiver needs a decoder to retranslate. The decoder (receiver in Shannon's paper) is
an interesting and very useful development over, say, the Lasswell Formula. If you
take a look at our discussion of the receiver you'll see that we considered how, for
example, a blind person would not have the equipment to receive whatever non-
verbal messages you send in the visual channel.
The notion of a decoder reminds us that it is quite possible for a person to have all
the equipment required to receive the messages you send (all five senses, any
necessary technology and so on) and yet be unable to decode your messages.
An obvious example would be:
You can see it. You probably guess that it's a foreign language, maybe even that it is
Arabic. You probably don't understand it, though. In fact, it is Arabic and it does
mean (but nothing very interesting). My message, encoded to you in that short
sentence, cannot be decoded by you. You have the appropriate receiving equipment,
but no decoder. You don't understand the code.
Can you think of where you might come across a similar inability to decode where the
English language is concerned? Suppose you've been reading around Communication
Studies and have come across a reference to the philosopher Immanuel Kant. So you
ask your teacher about him. She replies, "Well, the Critique of Pure Reason is
essentially all about answering the question: how are synthetic judgments a priori
possible?" Eh? You probably have a meaning for every one of those words, except
perhaps 'a priori'. You might perhaps guess that she is using the title of one of Kant's
works in her answer. But the statement is incomprehensible unless you know the
technical jargon of philosophy. You can't decode the message - and your teacher is a
pretty lousy teacher for having failed to predict your inability to decode it (or for
having accurately predicted your inability and using it as an excuse to show off!).
Those two examples may seem pretty obvious and also rather unusual. Indeed, they
are, but they do serve to illustrate how communication breakdown can occur because
we make the false assumption that receivers decode messages in the same way we do,
that they use the code in the same way. There's a whole host of reasons why they
won't - age differences, class differences, cultural differences and so on.
6. The Receiver
For communication to occur there must be somebody at the other end of the channel.
This person or persons can be called the receiver. To put it in Shannon's terms,
information transmitters and receivers must be similar systems. If they are not,
communication cannot occur. (Actually Shannon used the term destination,
reserving the term receiver for what we have called decoder. However, this
terminology is used for the broader understanding of 'communication theory' as
distinct from Shannon's information theory.)
What that probably meant as far as he was concerned was that you need a telephone
at one end and a telephone at the other, not a telephone connected to a radio. In
rather more obviously human terms, the receiver needs to have the equipment to
receive the message. A totally blind person has the mental equipment to decode your
gestures, but no system for receiving messages in the visual channel. So, your non-
verbal messages are not received and you're wasting your energy.
Feedback
Feedback is a vital part of communication. When we are talking to someone over the
phone, if they don't give us the occasional 'mmmm', 'aaah', 'yes, I see' and so on, it
can be very disconcerting. .This lack of feedback explains why most of us don't like
ansaphones. In face-to-face communication, we get feedback in the visual channel as
well - head nods, smiles, frowns, changes in posture and orientation, gaze and so on.
Advertisers need feedback which they get in the form of market research from
institutions like Gallup. How else would they know if their ads are on the right track?
Broadcasters need feedback which they get from BARB's ratings. Politicians need
feedback which they get from public opinion polls and so on.
Why do people often have difficulty when using computers, when they find it
perfectly easy to drive a car? You'd think it should be easier to operate a computer -
after all there are only a few keys and a mouse, as against levers, pedals and a
steering wheel. A computer's not likely to kill you, either. It could be due to the lack
of feedback - in a car, you've the sound of the engine, the speed of the landscape
rushing past, the force of gravity. Feedback is coming at you through sight, hearing
and touch - overdo it and it might come through smell as well! With a computer,
there's very little of that.
Some years ago, our students used to play games on college computers during the
lunch hour. Occasionally, if we held a lunchtime meeting, say, we would have to ask
them to turn the sound off. It was amazing to see how their scores plummeted when
that single channel of feedback was removed. Xerox at the Palo Alto research Centre
(PARC) have been researching for years how to provide more feedback for
example, when you save a file to your hard disk, there might be a clanging noise and
the more echo there is the emptier your hard disk is. You might at the moment be
using a 'clicky' keyboard. There's no very good reason why a modern keyboard should
make a constant clatter, but I'm used to using one at home and find it quite difficult
to use keyboards which deprive me of that feedback.
Feedback is defined by the father of cybernetics, Norbert Wiener, as follows:
In its simplest form the feedback principle means that behaviour is tested with
reference to its result and success or failure of this result influences the future
behaviour.
Well, that's the Shannon-Weaver model. Do you feel enlightened? I shouldn't
imagine that any student of human-to-human communication would feel especially
enlightened by Shannon's original paper, since it's all to do with information theory
and, in essence, human beings don't process information, but process meanings. In
the above discussion of the model I have often referred to meaning, a topic largely
absent from the original model, but it is only by broadening the model to take in
meaning and the biological, cognitive, technological, socio-cultural and other factors
which influence it that this model can be of any use.
STEPS IN UNDERSTANDING COMMUNICATION PROCESS
The knowledge acquisition process in communication consists of the following steps:
1. Describe the components of communication
2. Recognize the functions of communication
3. Explain directions in formal communication network
4. Elucidate characteristics of the non verbal communication
5. Identify the major verbal & nonverbal barriers to communication
6. Explain legal and ethical dimensions of communication
FUNCTIONS OF COMMUNICATION
1. Instruction Function : The instruction function ensures flow of information.
Decisions are communicated as instructions for execution. It flows down the line
from persons in higher level in the organizational hierarchy to persons at lower
levels. It is the command process wherein the person in lower level is expected to
follow the instructions scrupulously.
2. Influence Function : The influence function of communication is the critical
input of selling. In business organizations parsons with knowledge authority could
able to imbibe new thoughts and ideas in the minds of persons in positions due to
positional authority. In other words, it is a function known as motivational function,
mainly deals with influences them to act, interact and react. It promotes mutual
understanding and co-operation for better accomplishment of performance of their
jobs.
3. Interview Function : In this knowledge age, selecting the right resource is an
important task. Interviews are two-way oral communication process. Selection
interviews are the screening process wherein the candidates are allowed to present
their credentials and the selector makes as assessment about the capabilities of the
candidates about their suitability for the post. Appraisal interviews are conducted to
assess the performance of the employees once in a year as a routine affair at the time
of selecting, people for superior positions. Occasionally organizations conduct
interviews for reprimand the employees who breach discipline. In certain cases stress
interviews may be conducted for knowing the capability of managerial personnel in
withstanding stress situation.
In marketing research interviews are methods used for probing the opinions, views
and psychographic profile of consumers with the aid of interview schedule have
become routine affair.
4. Evaluation Function : In business operations review of existing operation,
appraisal of new projects, estimation of cost, assessment of quality of work
contributed by workmen, appraisal of performance, valuation of assets including
human capital assessment, survey of future opportunities are part of evaluation
process. Evaluation function is judgment based on qualitative and quantitative
information inputs.
5. Direction Function : Direction is very important management function. Koontz
and O'Donnell describe direction as an interpersonal aspect of managing by which
subordinates are led to understand and contribute effectively and efficiently to the
attainment of enterprise objectives. Tripathi and Reddy quotes communication as an
instrument of direction. According to them, "Through communication superior gives
orders, allocate jobs, explains duties and ensures performance. It not only enables
superiors to know how his subordinates feel but also help the subordinates to know
how the company feels on a number of issues concerning them".
6. Teaching Function : The workers are to be trained to handle jobs and about
their personal safety, need for complying with procedures and practices in vogue.
They have to acquire new skills. The employees need to understand the necessity for
good customer relationship. They are taught through lectures, circulars, in-house
magazines the product knowledge, the rules and regulations of the company, the
vision and mission of the organization.
7. Image Projecting Function : Any corporate citizens need to build image for
the successful conduct of business, acquiring new business, retaining the existing
customers, develop a new brand or extension of an existing brand, recruiting best
human resource and mobilizing funds. There is inter-relationship and
interdependence between the society and an enterprise operating in the society.
Good will and confidence are to be created among the public. It is the
communication function with multiple objectives. Through effective external
communication system, an enterprise can inform the society about its goals,
activities and progress. The society can appreciate the social interaction of the
company and thereby create more business opportunities.
8. Incidental Function : There are certain communication activities which are not
directly connected with the accomplishment of the objectives an organization. The
organization may engage in promotion of art, culture, music, sports. The
communication generated for these activities are incidental functions. The
organization may take part in mitigating the problems of public at large during
natural calamities like floods, tsunami, gale, without any motive but discharging
their corporate social responsibility.
9. Orientation Function : The employees of the organization are to be given
orientation about the location of different departments, divisions, central facilities
and about the organizational structure. This will help them in drawing the materials
and drawings, getting clarification, identifying to whom he need to report, what are
his privileges and duties. These activities generate communication that helps people
to acquaint themselves with the fellow workers, superiors and subordinates and their
status in the hierarchy. They can familiarize themselves with the objectives, policies,
procedures, rule and regulations of the organization.
10. Other Functions : Communication either oral, written or through body
language, takes place in every decision making activity. In general everyone in the
organization is to be provided with necessary data and information so that they can
able to discharge the tasks effectively and efficiently.
SUMMARY
Communication process starts from ideation stage, encoded to form the message. It
is transmitted through media and received by the receiver. The feedback make the
process complete. However the barrier becomes hindrances in communication. The
functions of communication are instruction, influencing, direction, teaching, image
projection, incidental, evaluation orientation and others.
REVIEW QUESTIONS
1. Elucidate the process of communication.
2. Describe the various components of communication.
3. Outline Shannon-Weaver model
4. Enlist the functions of communication.



- End of Chapter -
LESSON - 3
MEDIA OF COMMUNICATION


Learning Objectives
Distinguish the different medias of communication
Identify the role of different media available for carrying communication
Elucidate the process of media richness
Structure
Channels of Communication
Channel and Media
Media Richness
Media choice in Managerial Communication
CHANNELS OF COMMUNICATION
As indicated in Shannon-Weaver model Channels and media are interchangeably
used. In this lesson the subtle distinction is indicated. Communication is transmitted
through different channels and uses the media to achieve maximum reach. The
different channels are classified as:
1. Written communication
2. Oral communication
3. Non-verbal communication
1. Written Communication
In order to record the communication for future references letters, office memo,
circulars, orders, reports, agenda minutes, manuals, handbooks, are prepared in the
written form. The merits of communication can be enlisted as:
1. It can be maintained as permanent record.
2. In litigation it can be used as evidence.
3. It must confirm to rules and regulations of the company
4. It is more accurate and precise
5. It can be recalled and referred later
6. It provides wide access
7. It facilitates delegation of powers
8. It is the cheapest form of educating employee



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Written communication contains certain demerits viz.
1. It is a time consuming process
2. It is costlier and involves lot of paper work
3. It is difficult to get quick clarification
4. It may be destroyed or copied by competitors
5. It delays decisions
6. It may be destroyed by fire or natural calamities
2. Oral Communications
Oral communication comprise of face-to-face conversations, conversation over
telephone or mobile, radio broadcasts, interviews, group discussions, expression in
role plays and presentation in seminar conferences, symposiums, public speeches,
discussions and meetings in forums, announcements in public address systems.
Oral communication occurs in many different settings. These may be divided into
three main types:
i. The formal and informal networks in which peers exchange information, such as
professional associations, work units, work teams, etc.
ii. The activities of change agents, opinion leaders, etc.
iii. The contacts established at team meetings, conferences, training courses, etc.
Whether to use oral communication is a decision we all make frequently in the
course of a workday. The change agent must be able to identify those situations in
which oral communication is the most appropriate one to use.
CHANNEL AND MEDIA
Bovee narrates the selection of channel and media determines effectiveness of
communication. A person can choose oral channel and choose media such as
Face to face conversations
Speeches
Presentations
Discussions
Discourses
Dictaphone
Audiotapes
Videotapes
Teleconferences
Video conferences
Chat
Voice mail
Phone conversation
A person may choose written channel and opt for the media like
Letters
Memos
Reports
Telegrams
E-mail
Fax
Website presentation
Short Messaging Service (SMS)
The channel and media choice govern the style and tone of the message. The
purpose, time and ability and expectation of the audience determine the media.
MEDIA RICHNESS
Media richness is the value of medium in a given communication situation. Richness
is the ability of the media in achieving the intended purpose of communication and
to get the feedback. Face-to-face communication is rated as the richest media but
official communication needs to be recorded for further reference or for solving a
dispute on a later date. However every media has got certain limitation that filters
the message and creates different perceptions when it reaches through different
media. In the recent past video conferences are used by elite hospitals for eliciting
the opinion of experts in other countries for solving complicated surgical operations
where the time is an important factor. The business leaders often reach the
shareholders or consumers through the e-mail.
MEDIA CHOICE IN MANAGERIAL COMMUNICATION
Managerial communication comprises of two distinct domains viz. internal
communication and external communication. In business operations the electronic
media play dominant role. The internet connectivity has changed the nature of
business operations. The manufacturer or service provider in a small country can
reach out the consumers in different countries. The emergence of countries such as
India and China as the leading players in market is the direct contribution of
electronic media. The transnational corporations started using the intellectual
resource in others countries and new business concepts such as Business Process
Outsourcing (BPO), Call Centre, and Medical Transcription. Websites of
corporations presents the information about their policies, communicates changes in
their distribution system, prices, etc., places their product information and also
promote their products apart from building image. In the recent past, Web poll and
e-mail survey become important tool in the hands of market researchers.



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SUMMARY
The channel and media choice are critical. The oral channel along with the
appropriate media such as face-to-face conversations, speeches, presentation,
discussions, discourses, Dictaphone, audiotapes, videotapes, teleconference, video
conference, chat, voice mail or telephone or mobile conversation or written channel
along with media like letters, memo, reports, telegram, e-mail, fax, website
presentations, short messaging service can be used. The communicator need to
understand the richness of Medias and select the media based on the purpose of
communication, time, and the expectation of receiver. Global business operations
changed media selection.
REVIEW QUESTIONS
1) Differentiate between channel and media in communication.
2) Explain the term 'media richness'.
3) Outline different media in oral communication.
4) Enlist the media in written communication.
5) Distinguish between external communication and internal communication.
6) State the media selection criteria of managers.



- End of Chapter -
LESSON - 4
PRINCIPLES OF COMMUNICATION


Learning Objectives
Understanding the basic principles of communication
Recognizing the characteristics of intercultural communication
Identifying special features of managerial communication
Structure
Introduction
Principles of Basic communication
Principles of Managerial communication
4.1 INTRODUCTION
Communication studies made attempts to discover the nature, essence and dynamics
of communication. Initially emphasis was laid on rhetorical principles for oral
communication but during nineteenth century the orientation changed to writing.
The research carried out by English departments and Psychology departments did
not converge. These studies generated plethora of polarized information. The
knowledge gained through these studies resulted in evolving guidelines by different
persons in different manner. The principles of communication listed by various
authors are dissimilar and there is no attempt to evolve a common code. The focus of
this course material is on global communication attempt is made to present the
principles for basic communication and global communication which are to be
studied together for understanding the ideology.
4.2 PRINCIPLES OF BASIC COMMUNICATION
Communication is a two-way process of exchange of information through different of
channels. Whether one is engaged in dyadic communication, in group discussions or
in public speaking, the following sets of guidelines apply:
Know your audience.
Identify the purpose.
Understand the topic.
Anticipate objections.
Ensure clarity in presentation
Present a complete picture.
Achieve credibility with your audience.
Establishing eye contact; encouraging gestures are to be used.
Focus on the situation, issue, and behaviour, not the person.
Maintain the self-confidence and self-esteem of others.
Follow through on what you say.
Communicate a little at a time.
Present information in several ways.
Develop a practical, useful way to get feedback.
Use multiple communication techniques.
Make sure to summarize.
4.3 INTERCULTURAL COMMUNICATION
The advances in telecommunications, information technology, and transport
facilities made business more and more global. The emergence of World Trade
Organization (WTO) created enormous business opportunities. The changing
business environment created more job opportunities for intellectuals and workforce
become multicultural. This process necessitated intercultural communication
process. Bovee defines it as the process of sending and receiving between people
whose cultural background; leads them, to interpret verbal and non verbal signs
differently. The emergence of strong organization culture increases the commitment
of the members to the core values of the organization. The new paradigm in
international business like compliance to quality control measures such as ISO
9000/14000 inculcates role culture and task culture among the employees where
cultural divide does not affect communication because of the commitment. Global
players like Wipro, Ranbaxy, and Infosys are cultivating role culture and task culture.
4.4 PRINCIPLES OF MANAGERIAL COMMUNICATION
Managerial communication has got certain characteristics. In managing
organizations documentation, transmission of policies, strategies, information on
new products and services Multinational and Translation's companies can minimize
distortion in communication to achieve the minimum impact of cultural divide,
gender divide, and educational divide by establishing the system whereby the
information divide is not created. The principles of Managerial Communication will
improve the organizational performance.
4.4.1 Achieve Speed and Reach in Communication through Electronic
Media
Communication is the essential component in the operation of global organization.
The availability of electronic oral media like voice mail, audiotape, videotape,
teleconferencing, videoconferencing and written media like e-mail, fax, computer
conferencing and websites can able to achieve speed and reach in communicating
with others.
4.4.2 Overcome the Language Barriers
United States of America being the country of migrants, people from countries with
different language background got settled there. English emerged as the working
language in many industries, especially Communication, IT industries uses it to a
large extent. Now attempts are made to use software for translate in the language in
which they have familiarity. Global organizations use the language of the client to
reach them in the right way.
4.4.3 Overcome Cultural Barriers
India being a multicultural, multi linguistic country with people following different
religious faiths and different sub groupings like caste, race, etc. overcoming barriers
becomes imperative task of managers. HR managers are often selected with adequate
exposure about the cultural workforce of the organization.
In communicating with customers through advertisement, public relations exercise,
the cultural dimensions of target audience must be kept in mind. This phenomenon
brings forth the fact that same style of presentation message cannot be used
throughout the world. In advertisements, the copywriters are very careful about
meaning of the word used by them in different languages and that should never carry
adverse comments about any culture.



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4.4.4 Use Information Sources
The organizations which play in the international market need to use information
available in International Business Handbooks, Encyclopedia and Directories.
Lesikar presents certain international information sources. Principal International
Business lists necessary information about the major companies located around the
world. The Government through its various departments, autonomous research
laboratories, and development agencies bring out publications which provide input
for decision making in organizations.
4.4.5 Ignorance of Use of Media
The lack of knowledge in using that medium prevents the person from using that
medium. When a person does not know the basics of computer may not able to send
the communication through e-mail and source data from internet.



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4.5 SUMMARY
Basic communication principles are such as know your audience, identify the
purpose of communication, understand the topic, predict the objections and prepare
the reply, clarity in thought and presentation, develop credibility with the audience,
establish effective contact, use positive gestures, link the speech with the situation,
current issue and behaviour of audience, the imperative need to have confidence,
convey the message in different forms are presented. The principles which are
peculiar to global communication such as role of speed and reach in communication,
the need for overcoming the language and cultural barriers, using the international
information sources, the ability to use the strength of different media are to be
understood in the clear perspective for ensuring the effectiveness of communication.
4.6 REVIEW QUESTIONS
1. Elucidate Principles of Communication.
2. Outline the Principles of Managerial Communication.
3. What is the role of culture in communication?
4. State the features of intercultural communication.



- End of Chapter -
LESSON - 5
COMMUNICATION IN ORGANIZATIONAL SETTINGS


Learning Objectives
Understanding the communication in organizational settings
Knowing the importance of communication in organizations
Differentiating the roles of internal and external communication
Appreciating the value of downward, upward and lateral communication
Identifying the role of grapevine
Structure
Introduction
Internal Communication
External Communication
Communication Networks
Downward Communication
Upward Communication
Horizontal Communication
Grapevine
5.1 INTRODUCTION
Chester Barnard (1938) emphasized critical role of communication in organizations.
The organizations, irrespective of their size, nature of operation, geographical
location etc need to identify, gather, and process information. The organizational
communication can be broadly classified as internal communication and external
communication.
Internal communication comprises of communication within the organization,
among its divisions and branches. In the organization, communication flows from
the directors to workmen through different levels of managers and supervisors. Such
flow of information is downward communication. Information that emanates from
lower or middle level and reaches the top management is called upward
communication. In addition, information flows in the informal channel to
management through informal channels.
External communication consists of transmission of data and information from the
stakeholders, government, financial institutions and public.
The organization being an artificial person can get the tasks accomplished only
through communication. In this information age the quantum of information has
increased and the modern organizations try to set paperless offices where electronic
media play a critical role. Communication is the indispensable function of any
organization.
5.2 INTERNAL COMMUNICATION
Global organization need to operate in different countries. These organizations set up
various regional, zonal and branch office based on the concentration of customers.
This phenomenon necessitates the generation of large volume of communication for
ensuring smooth operation. In the technology oriented communication system it is
possible to control offices, collect information transmit data, cornmunicate decisions,
receive feedback and encourage employees to generate ideas, suggest measures that
can enhance the performance of the organization.
The growth in Information Technology enabled complex business activities can be
undertaken at an unimaginable speed. There arises imperative need for well
developed communication system. This century being the knowledge centre, the
intellectual resources are to be effectively used, which warrants that large amount of
communication is generated. Everyday information is exchanged through letters, fax,
e-mail or through internet.
Freeman
8
opined the American Express uses communication internally for creating
new products and services, payments and investments are integrated, more rapid
and secure delivery is ensured, the financial assets are accessed and marketing of
products are done effectively.
5.3 EXTERNAL COMMUNICATION
Organizations interact with shareholders, customers, suppliers, middlemen in
distribution network like distributors and dealers, competitors, supporting
organizations like banks, government, trade associations, press and the public. In
addition to their interaction in their business activity, occasionally advocacy
advertisements, image building exercises are done to prop up the corporate image or
by supporting intellectual exercises such as Seminar, Symposium, Convention,
Conference or Workshop. Normally external communication takes place through
letters, phone, fax, internet, e-mail, websites, videotapes and video conferences.
In the annual Extraordinary General Meetings, oral presentations supported by
visual aids are undertaken for maintaining the image of the organization among the
shareholders. Global organizations reach the stakeholders through media. Exclusive
public relations experts are appointed for building and maintaining corporate image.
Freeman said American Express use external communication for keeping an eye on
the world environment with particular attention to issues and trends which have a
bearing on our business. They watch the arbitrary and discriminatory actions of
governments that impede flows and choice of communication and its impact on cost
of operation.
Though major part of the external communication is formal, informal
communication is also vital to the survival and growth of any organization. Knowing
the pulse of the consumers, assessing the changes in their buying power, buying
habits, competitors activities and for tracking technological changes, external
informal communication help the organizations. Even during interviews the chief
executives communicate through their facial expression, tone of voice and their
appearance. The lobby teams setup in the largest marketplace of the world viz. USA,
the Japanese acted as role model for others in using public relations for business.
8
Freeman. L. Henry (1984), A User's View of International Communication,
Communication Regulation and International Business, IMI, North Holland,
Amsterdam.
5.4 COMMUNICATION NETWORKS
Communication Networks can be classified on the basis of the flow of information.
Three different models such as Chain, Wheel, and All Channel are depicted below for
presenting the direction of flow of information.

Another way of classifying organizational communication is Downward
Communication, Upward Communication, Lateral Communication, and Diagonal
Communication. The operation in an organization depends upon the communication
infrastructure in the organization, procedures adopted, the speed and quality of
information, and the ability of its officials and subordinates in interpreting the
messages received by them. A pictorial representation of these forms of
communication is depicted below:

5.5 DOWNWARD COMMUNICATION
In downward communication, information flows from the higher levels of the
organization to the lower levels. The messages Managers deliver are information,
instruction, advice, request, appreciation, or reprimand. The purpose of downward
communication may be enlisted as:
Informing the employees about the mission of the organization
Instructing the subordinates for executing the plans
Maintaining good relationships among the employees
Induction new products and processes
Providing feedback to the employees about their performance
Responding to employee grievances
Whenever management wants to introduce changes, it has to prepare the employees
for accepting the change and that is communicated from the top.
5.6 UPWARD COMMUNICATION
The communication that originates from the bottom and reaches the top
management or middle level management by way of seeking clarification, expressing
grievances, conveying suggestions, asking for facilities, criticism on the policies,
report on routine work and other information, is upward communication.
5.7 LATERAL COMMUNICATION
In lateral communication, information flows among the employees at the same level
in various departments or divisions. The managers, supervisors or workers in various
departments interact among themselves for solving problems, and coordinate to
achieve the targets. Most of the manufacturing companies convene coordination
meeting of materials, marketing and production department staff for meeting
delivery schedule. Major part of lateral communication is oral and through periodical
meetings. In written form letters, memos, reports are used to communicate at peer
levels.
5.8 DIAGONAL COMMUNICATION
This form of communication normally deviates from the hierarchical structure. The
electronic communication gadgets increase this type of communication. It is the
method whereby CEO may directly contact the person concerned and make
enquiries. In this form transmission is quick and barriers are minimized.
5.9 GRAPEVINE
Grapevine is the informal network in any organization. It is an important source of
information. Keith Davis classified grapevine into four basic types viz. single strand,
gossip, probability and cluster. In single strand, information is passed through a long
line of persons to the final recipient. In gossip chain, one person spreads information
to others. It is like wheel type communication where information flows along the
spokes. Probability is the one where information travels in an unpredictable manner.
In cluster type of grapevine, information is passed on to selected individuals.
Grapevine is used by the prudent managers for spreading right type of information at
a faster rate. In general, the information which challenges the power of persons in
authority flow through this form of communication. Grapevine is often termed as
safety valve where unexpressed emotions are released.



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5.10 SUMMARY
Communication is the backbone of the operation of an organization and that can be
classified as internal communication and external communication, or as downward
communication, upward communication, lateral communication and diagonal
communication. There is an imperative need to understand and design the
communication infrastructure and establish procedures for uninterrupted flow of
communication in global communication for the smooth flow of operation.
Grapevine is an inevitable net work of communication and at times acts as an
important source of information. It is classified as single strand, gossip, probability
and cluster.
5.10 REVIEW QUESTIONS
1. Outline various classifications of organizational communication.
2. Differentiate between internal and external communication.
3. State the advantages of downward communication.
4. What is upward communication? Enlist its advantages.
5. Elucidate the role of lateral communication. Outline the significance of
grapevine.



- End of Chapter -
LESSON - 6
BARRIERS TO COMMUNICATION

Learning Objectives
Recognize that barriers that hamper communication process.
Classify barriers as Organisational, Semantic and Psychological barriers.
Understand the impact of information overload.
Structure
6.1 Introduction
6.2 Organisational barriers
6.3 Semantic barriers
6.4 Personal barriers
6.5 Psychological barriers
6.6 Deceptive Tactics
6.7 Information overload
6.8 Other barriers
6.1 INTRODUCTION
Communication process is hampered if there is a block at any stage. Such kind of
interference that distorts the message is called noise. The factors that caused the
noise are called barriers. According to Daniel Katz, "Physical barriers to
communication are rapidly disappearing but the psychological obstacles remain". In
general, barriers may be classified as Organizational barriers, Semantic barriers,
Physical distractions, Deceptive tactics, and Information overload.
6.2 ORGANISATIONAL BARRIERS
In the communication network of any organization there are lot of restrictive
environments. When the message moves through transmission channel, it may get
distorted. Under British legacy, which many traditional organizations follow, the
members in the communication chain may hold-up messages without knowing his
authority or the purpose of such communication. There are different sorts of barriers
in organizational environment and those elements are discussed below. The ability of
the management in minimizing the barriers will ensure smooth flow of
communication. The study on organizational barriers is critical in evaluation of the
communication in the information age.
6.2.1 Policies
The policies are broad guidelines laid down by the top management. Since the
policies are frameworks within which decisions can be taken at lower levels, failure to
lay down clear-cut policies may lead to confusion, and people at different levels
communicate as perceived by them. The policies are used as the basis for taking
tactical decisions. Hence any misunderstanding in communicating policies will
jeopardize the decision making process at lower levels.
6.2.2 Rules and Regulations
Rules and regulations are detailed written form of instructions that specific action
must or must not be performed in a given situation. At times, rules and regulations
act as hindrance to flow of communication due to rigidity. If the rules and
regulations are not clear, it will become a breeding ground for corrupt practices. The
rigidity in framing the rules and regulations will not only obstruct the smooth flow of
information, but also impede the operations of the organization.
6.2.3 Status and Position
When the managers use authoritarian leadership, the information flows from top
level management to employees at all levels, but the upward communication does not
take place. In a democratic set up, more information flows in the right direction. If
the person at higher levels does not respond to the suggestions or advise of the
people at the lower levels, they will not give further feedback / suggestions.
6.2.4 Complex Organisation
The complexity of organisation structure may act as a stumbling block in the flow of
communication. In organizations where more users are there, more hindrance is
created in the flow of information. In organizations where the communication
network, the level of computerization, and the ability of the employees to cope up
with that kind of environment do not match with the requirements, it acts as barrier
in the flow of communication.
6.3 SEMANTIC BARRIERS
Semantic barriers happen on account of linguistic backgrounds and lack of ability of
the participants in the communication process. In a country like India, where many
languages are spoken, the semantic barkers are more. Even if the people speak the
same language, the same word may have different meanings in different places.
Murphy and Peck have cited the case of the word 'run' with 110 meanings and that
may be interpreted in 110 ways (the latest number is 179 as per www.thesaurus.com).
Though the same language is spoken in USA and UK, but due to changes in value
system, perceptions differ and these kinds of barriers exist. Linguistic barriers are
present in oral and written communication. New work culture is emerging because of
diversity. In this work environment, use of simple and familiar words can minimize
the semantic barriers. The cultural, social and educational backgrounds of the
workforce warrant easy to understand sentences.
The semantic barriers are classified and explained further below.
6.3.1 Badly Expressed Message
The indispensable components of effective communication are 'clarity' and
'simplicity'. The ambiguity in the message and lack of precision in design of
communication results in badly expressed message. The use of unfamiliar words and
highly technical jargons, inconsistency in organization of thoughts, use of
unnecessary propositions, adjectives and adverbs, longer sentences, poor language,
poor construction of sentence, etc. may act as hindrances in the flow of
communication. According to Koontz and O'Donnel, badly expressed messages
are those messages which are poorly chosen empty words and phrases, careless
omissions, lack of coherence, poor organisation of ideas, awkward sentence
structures, inadequate vocabulary, platitudes, repetition, jargon, and failure to clarify
implications.
6.3.2. Imperfect / Faulty Translation
Transmitting and the receiving of information is a continuous process of
communication. Encoding process translates ideas, facts, opinions, and feelings into
words, symbols, action pictures and audio-visual materials. Every communicator
receives different types of messages from superiors, peers, and subordinates, and
those are translated before communicating the information to subordinates, peers,
and superiors into languages suitable for them. The messages should be encoded into
a set of symbols or words understandable by the receiver. Koontz and O'Donnell
opine that it must be put into words appropriate to the framework in which the
receiver operates, or it must be accompanied by an interpretation which will be
understood by the receiver.
6.3.3. Unclarified Assumptions
If the message is not clear, the receiver will interpret it as perceived by him. Koontz
and O'Donnell observed that the non-communicated assumptions are often
overlooked but they are critically important barriers which underlie practically in all
messages. Even though a message is specific, the unclarified assumptions may not be
clear to the receiver. The wrong interpretation of unclarified assumption may lead to
strain in relationship with the employees, customers and public. The decision-
making may be delayed due to the existence of such barriers.
6.3.4. Application / Use of Jargons
All jargon communication should be avoided as far as possible. Jargon is a language
which is special to science, technology, law, medicine, management and other
professions. There is, for instance, legal jargon, military jargon, technical jargon etc.
Special and technical personnel often use technical language of their own. This leads
to isolation of that group, as others may not understand the terms, and hence the
message.
6.4 PERSONAL BARRIERS
6.4.1 Barriers among Superiors
The superior and subordinate relationship in the formal organisation structure
restricts free flow of information and exchange of ideas, suggestions and questions.
The mindsets of those who occupy superior positions make them maintain distance
from their subordinates. This phenomenon restricts flow of creative ideas from
subordinates. In most of the cases, superiors do not to listen to the views and
opinions of subordinates, and never admit their own errors or slip-ups. The following
are the various personal factors which are a hindrance in the flow of communication:
a. Regards and Gratefulness : The regard and gratitude of the subordinates
towards superiors are exploited, and superiors may not listen to their views
seriously. This phenomenon harmfully affects free flow of oral communication.
They feel responding to subordinates will encourage them to make demands
frequently.
b. Excessive use of Authority : When people without knowledge-authority
occupy positional-authority, they develop fear of challenge of power and use
the authority excessively without any rationale. The creative pursuit of the
organization is affected due to interference in the flow of communication. It is
an important barrier in communication that may adversely affect the growth of
an organization. Such people often underrate the understanding capability and
intelligence of peers and subordinates. They maintain false prestige and block
free flow of information. They withhold information partly or wholly. This
attitude of seniors acts as impediment in the successful transmission of
communication.
c. Proper Channel Syndrome : Many organizations insist on 'through
proper channel', which is the fundamental nature of formal communication.
When the message passes through different persons, each one incorporates his
perception without knowing the spirit of the original message. The Siachen
episode in India, where the officials in Delhi blocked the sanction of purchase
of equipment , which is the fundamental requirement in the world's highest
battlefield, without knowing ground situation, is the best example for this kind
of communication barrier. As per this mentality, all communication should
flow through lines of superiors. Superiors always wish to exercise their
authority and they do not like bypassing them in communication. Even in
emergency, if communication is directly sent to the decision-maker, the person
bypassed treats this as erosion to this authority.
d. Prejudice : Those who occupy superior positions want to decide the issues
based on the rapport he has with the sender, instead of the merit of the issue.
As a result, communication is blocked by prejudice, i.e, favouritism or
nepotism.
e. Disbelief : Disbelief of superiors on subordinates creates distrust. They
look at each and every message with suspicion, and that makes them interpret
things in wrong sense. Distrust of the superiors for any reason restricts
communication.
f. Sycophant Syndrome : There are some superiors in all organisations who
always like their subordinates to say "Yes" for all their decisions. This
phenomenon makes their task easier and cultivates among their subordinates a
habit of ageeing or accepting the decision of boss without questioning, not
seeking clarification, and not expressing differing opinions, so that the
boss does not get displeased or annoyed with them.
g. Inferiority Complex : When a superior post is occupied by a person for
reasons other than merit, he may develop under-confidence or inferiority
complex, and may dislike more capable people than him. He may then try to
block communication from such proactive or more competent people. This
psychological phenomenon inhibits communication. Such superior officials
may discuss his doubts with someone else rather than with his subordinates.
He would generally resist suggestions given by the subordinates, who he would
try to project as less competent, and incapable to advise the superiors. Lack of
confidence will lead to one-way communication.
h. Time Factor : The superiors use the term "no time", "lack of time" in many
situations. They do not spare considerable time to talk to their subordinates.
Their ignorance about time management delays or kills communication.



Please use headphones


6.4.2. Barriers among Subordinates
Subordinates are also equally responsible for restricting communications in upward
direction. They act as barriers in a number of ways as these:
i. Fear of Exposing Mistakes : Subordinates dislike reprimand by
superiors. They may not admit or expose their mistakes, and obstruct the
information which may adversely affect their position / image in the
organization.
ii. Aversion for Changes : In general, persons in subordinate positions like
to do the work in a repeated fashion. It is imperative to inculcate the habit of
accepting changes.
iii. Reluctance to Communicate Upward : Some subordinates never like
to incur the displeasure of superiors for the fear of negative opinion/action
from superiors.
iv. Under-estimation of their Talents : Many subordinates think creativity
and innovation are the job of superiors, and as a result they do not
communicate their ideas to persons in the higher positions. The inculcation of
subordinate tendency through instructions makes them dependent on
superiors for guidance. In the process, they forget about using their talents and
underestimate their capabilities. This phenomenon acts as barrier in upward
communication.
6.5. PSYCHOLOGICAL BARRIERS
The psychology of the employees in an organisation is relating to security of the job,
dignity, peace of mind etc. Psychological needs and feelings are the most important
barrier in organisational communication process. Listening, interpretation, and
encoding-decoding of a message depend upon psychological status of both the
transmitter and the receiver. The following are some of the psychological barriers
inhibiting communication:
6.5.1 Suspicion
Subordinates may suspect actions of superiors. This situation arises because of ill-
conceived judgments, irrational decisions, unreasonable screening and infiltration of
information etc. Acting with suspicion saps their energy and makes them work
without enthusiasm. It is also detrimental to the use of creativity of the human
resources. In Japanese system, the superior officials freely mingle with their
subordinates and as such productivity is more.
6.5.2 Inattention
Employees do not read all the circulars, bulletins, notices, minutes and reports. As a
result communication does not reach the destination. Even in oral communication, if
their mind is pre-occupied with some other issue they may not listen, and not absorb
the message. Not giving attention to reading material is a common practice. The
simple failure to listen to oral message happens because listeners are pre-occupied
with other matters, like family problems, a mail they must reply to immediately, an
idea they must not slip their mind, thoughts about a past experience with the speaker
etc. Communication is ineffective and a failure, because the receiver is not listening.
Koontz and O'Donnell: Unfortunately, not listening seems to be a chronic human
failing.
6.5.3 Premature Evaluation
Even before grasping the message, some people tend come to a conclusion. Such
premature evaluation leads to wrong judgments. This kind of barrier can be
eliminated if the listener acts in a prudent manner. For example, those interviewing a
candidate may make such premature evaluation, spoiling not only the candidate's job
opportunity, but also the corporation losing a good resource.
6.5.4 Failure to Communicate
Failure to communicate the right message at the right time may jeopardize business
opportunities, and at times lead to costly mistakes. Even lethargic attitude of those
who occupy the managerial positions may cause colossal damage to the organization
if they do not communicate the right message, or communicate unwanted or wrong
information.
6.5.5. Loss by transmission and Poor Retention
When a message is passed through a medium, it may get filtered at different stages.
In the end, a completely different message may get delivered. Studies indicate that in
oral communication, about 30 percent of information is lost at each stage of
transmission. The IT revolution and the advent of sophisticated computers assure
higher level of accuracy in receiving messages.
6.5.6. Emphasis on Written Message
All organizations keep the information in written form, and retrieve it in case a
dispute arises at a later date. It is mandatory for reducing deviations in routine
decisions. Excessive dependence on written message may delay the decisions and
negotiations. No organization can function without written form of communication.
However the extent of use of written communication determines the efficiency of the
organization.
6.6. DECEPTIVE TACTICS
The Political leaders often make false promises, exaggerated claims, quote inaccurate
statistic and hide negative information. In global business operations, such deceptive
tactics erode credibility, tarnish image, and spoil repetitive orders. An organization
cannot develop illegal or unethical messages. In advertisements, exaggeration is
permitted to a certain extent but the falsification of information may damage future
business opportunities. Some religious preachers, through their fine-tuned messages,
claim some external force is responsible for every action, and present very optimistic
information. Such information arouses optimistic expectation in the minds of
consumers, beyond the capability of product, and leads to the organization losing
customer confidence.
6.7 INFORMATION OVERLOAD
Knowledge age has already dawned. Everybody has got access to information on the
internet. The message people receive through letters, e-mails, couriers, fax machines,
voice mails, telephones, mobiles etc. is increasing day-by-day. Information needs to
be screened before one absorbs the required information. Information overload is
really an impediment in the communication process. The receiver must be capable of
discriminating useful information from useless information. Modern organizations
develop paperless offices and train their staff in sending messages in the shortest
possible form. Even while commuting, people communicate constantly, thereby
creating problems for fellow commuters.
6.8. OTHER BARRIERS
6.8.1 Knowledge Divide
Persons who specialize in a particular domain in IT industry may find it difficult to
understand the communication pertaining to other domains.
6.8.2. Resistance to Change
By nature human beings are conservative and change-resistant. Those who fail to
accept change do not progress. English knowing population moved ahead, whereas
language fanatics could progress as fast.
6.8.3. Perception
Human attitudes and behaviours are dissimilar. Various people view the same
message in different ways, based on their knowledge, needs, social environment,
levels of education, and other cultural and personal factors. Everyone perceives and
approaches things differently, hence interprets and evaluates the information
received from his own point of view. Lack of uniformity in perceptions or
understanding can cause miscommunications, and be a great barrier of
communication.
6.8.4 Closed Minds
The expression 'closed minds' refers to tendency of people to think they know
everything about an issue, and inhibits communication. They do not open their
minds to new ideas that are placed before them.
6.8.5 Fear
Fear is another barrier which blocks effective communication. Subordinates nurture
fear about speaking out to their superiors. The level of fear depends upon the
leadership style of the superior. There is lot of information flow that takes place
between the superior and subordinates. If fear psychosis is not eliminated,
information may not flow as desired. Fear becomes an impediment and the
subordinates may avoid communication. It may result in sending partial information
that may be detrimental to decision making process.
6.8.6. Lack of Ability to Communicate
Everyone may not be endowed with effective communication ability. It is a skill that
differentiates individuals. It can be perfected with continued exposure and practice.
Lack of ability to communicate is a barrier. Oral communication capabilities are a
basic requirement for those who work for political establishments, sales
departments, etc., where the skills of influencing, and persuasion are the desirable
competencies.
6.8.7 Insufficient Adjustment Period
If the people subjected to newer ways of communication (through electronic media,
gadgets etc) are given insufficient time to get adjusted, they will not be able to
participate fully in the communication channels. At times, changes in organization,
position, status, place of work, composition of staff, etc affect the communication
competence of employees till they get adjusted to the changes. Working in shifts,
staggering of office hours, changes in nature of job, puts them into a communication
'hibernation' for some time.
6.8.8. Space and Time
Space and time are barriers to effective communication. In case of written
communication, sending it to far-off places takes time and hence distance inhibits
the speed of communication. Delayed messages are worthless information.
6.9. SUMMARY
Interference in the communication process distorts information. Barriers may be
classified as Organizational barriers, Semantic barriers, Personal Barriers, Physical
distractions, Deceptive Tactics, Information overload, and other barriers. Certain
guidelines for overcoming the barriers like ethical communication, open
communication environment, optimizing information content, selective information,
etc would make the managerial communication system efficient and effective.


Please use headphones

6.10 REVIEW QUESTIONS
1. State the various barriers in communication
2. Classify these barriers
3. Elucidate the psychological barriers
4. Outline Semantic barriers


- End of Chapter -
LESSON - 7
GUIDELINES TO BARRIERS TO COMMUNICATION


Learning Objectives
Recognize the need for overcoming the barriers
State the guidelines for overcoming the barriers
Understand the need for minimising the barriers
Structure
7.1 Introduction
7.2 Guidelines for overcoming barriers
7.3 Strategies for surmounting the barriers
7.4 Review Questions
7.5 References
7.1 INTRODUCTION
In managerial communication, the communication must reach the audience in the
right perspective. If the interference in communication occurs due to technological
factors, it can be removed by rectifying the technological faults. If it is due to human
factors, the sender and receiver need to enhance the receptivity through remedial
measures. Certain guidelines are given here for improving the communication.
7.2 GUIDELINES FOR OVERCOMING COMMUNICATION BARRIERS
11

Successful communicators require meticulous planning in designing the message.
Bovee has given certain guidelines after analyzing the problems faced by leading
organizations . These guidelines are:
Adoption of Audience Centered Approach
Develop Open Communication Climate
Commit Ethical Communication
Construct Lean and Efficient Message
11
Adopted from Bovee, Business Communication Today
7.2.1 Adoption of Audience Centered Approach
In communication, the perfect reception of the message by the receiver will lead to
meeting the objective of that communication totally. Understanding the composition
of audience in terms of age, sex, status, will enable the sender to compose the
message in a way that it can be clearly understood by the receiver. The evaluation of
educational level of the audience and technical knowledge of the audience will give
an idea to the speaker about the message to be conveyed.
7.2.2 Develop Open Communication Environment
A well developed communication system that ensures the flow of information at the
right time to those who are vested with powers to decide is basic requirement in
developing open communication system. The organization where the information
flow is free can work faster and with high level of efficiency.
7.3.3 Commit Ethical Communication
Bovee quotes ethical communication in the words of US Supreme Court Justice
Potter Stewart as "Knowing the difference between what you have a right to do and
what is the right thing do". In his words, unethical communication can include
falsehoods and misleading information. Few examples of unethical information are
cited below.
a. Plagiarism: Taking credit for someone else's words or work as your own.
b. Selective misquoting: Deliberately omitting damaging or unflattering
comments to print a better (but untruthful) picture of you or your company.
c. Misrepresenting numbers: Increasing or decreasing numbers; exaggerating,
altering or omitting numerical data.
d. Distorting visuals: Making product look bigger and better, or changing the
scale of graphs or charts to exaggerate or conceal differences.
7.2.4 Construct Lean and Efficient Message
Time is precious. Global business players may not find time to read or listen to
voluminous messages. Sending fewer messages, minimizing words, and spacing time
between messages is essential. While delivering a speech, control emotions and
present a balanced and rational view. In conversations, have perseverance and
patience; do not react to negative feedback. Try to view the information from the
speaker's eyes and avoid jumping to conclusions. Do not interrupt but intervene for
seeking clarifications. When a person moves up in the hierarchical ladder, there
arises an inevitable need to fine-tune one's communication skills.



Please use headphones

7.3 STRATEGY FOR OVERCOMING BARRIERS
In order to overcome the barriers the following strategies may make the
communication effective:
Develop open communication environment
Keep the audience perception in mind
Minimise message transmission points
Never communicate when you are emotionally disturbed
Recognise the value of non-verbal communication/messages
Be aware of various divides like gender, cultural, social and other dimensions
Choose the right channel
Get the feedback and act upon it
7.4. REVIEW QUESTIONS
1. State the barriers in communication
2. Classify these barriers
3. Elucidate the guidelines for overcoming these barriers.
4. What are specific barriers in global communication?
7.5 REFERENCES
1) Bovee, L.Courtland, Thill, V. Jhohn and Schatzman, Barabara, Business
Communication Today, 7
th
edition, Pearson Education, New Delhi.
2) Mary Munter (2000), Guide to Managerial Communication, 5
th
ed, Prentice Hall,
New Jersey.
3) Meenakshi Raman and Sangeeth Sharma, Technical Communication, Oxford
University Press, New Delhi.
4) Bormann, G. Ernet (1980), Communication Theories, Holt, Rinehart and
Winston, New York.
5) Lesikar, V. Raymond, John D. Pettit Jr. and Marie, E. Flatley (1999), Leikar's
Basic Business Communication, 8
th
ed., Tata Mac Graw Hill. Publishing Co., New
Delhi.



- End of Chapter -
LESSON - 8
TYPES OF COMMUNICATION


Learning Objectives
Understanding the different types of communication.
Differentiating the roles of interpersonal communication and organizational
communication.
Appreciating the significance of mass communication.
Structure
Introduction
Dyadic communication
Group Discussions
Large Group Presentations
Mass Communication
Organizational Communication
Rumours and Gossips
8.1 INTRODUCTION
Communication can be broadly classified as 'interpersonal communication' and
'organizational communication'. Interpersonal communication comprises of
communication between or among individuals in home settings, social gatherings
such as clubs, religious places, public meetings or in organizations. In interpersonal
communication, emphasis is on the individual. But in organizational
communication, the message is transmitted by the individuals on behalf of the
organization. Organizations need to generate and receive communication from the
stakeholders viz. employees, consumers, financiers, suppliers, dealers, shareholders,
the government and the public. An organization is a legal entity which cannot act on
its own and that is why many authors emphasize the role of interpersonal
communication for the effective functioning of an organization.
8.2 DYADIC COMMUNICATION
In dyadic communication individuals share among themselves their thoughts and
ideas, state their opinions, make demands, ask for grants, make enquiries, issue
orders, convey their feelings and emotions, express their displeasure or anger,
transmit their happiness and articulate their views, vent out their resentments, pass
on their love and affection and congratulate or appreciate others' actions. This type
of communication is the fountainhead of human relationship. In dyadic
communication, non-verbal communication plays a critical role in interpreting the
message exchanged between the two persons participating in the communication
process. Dyadic communication takes place in the following forms:
Face-to-face Conversation
Computer chatting with web camera
Cell phone chatting
Telephonic conversation
Interview
Instruction
Command
Dictation
8.3 SMALL GROUP COMMUNICATION
Communication in small groups such as boards, committees, clubs, societies and in
such forums, takes the form of discussion, debate, deliberation, concurrence for
specific purposes and deciding on issues, solving problems etc. In this small group
communication, people meet, interact, pool their expertise and decide collectively.
Helga Drummond
12
opined that a group is more than a collection of people, and
that is critical to Group Communication. Understanding group behaviour is vital for
distinguishing the communication process within small groups. Haynes
13
opines that
group members communicate for following purposes:
Initiation: Developing new ideas or identifying fresh approach in solving problems
Giving Opinion:
Offer of opinion on issues; giving frank and open feedback; Suggesting
measures for solving problems
Seeking
Information:
Seeking clarification on thoughts, ideas and opinions expressed by others
Energizing:
Encouraging, Harmonizing, reducing tension, advocating compromise for
keeping the discussion alive
Summarizing: Sum up the views of group members for concluding the discussion
Small groups are advantageous in exchanging views and opinions.
But there are certain disadvantages as well...
The dominant personalities in the group may steer the course of discussion. There
may be conscious decision to suppress dissent. Group members may diffuse
responsibility and protect individuals from being blamed for mistakes. In a group,
high status individuals initiate and receive information. Medows
14
observed "Power
corrupts and one of the corrupting effects of power is that it can lead to powerful
people devaluing and seeing other members of the group as objects of manipulation".
This phenomenon may be controlled if the senior members withhold their views until
others communicate. 'Groupthink' is the source of pressure to conformity resulting in
suppression of judgment. In group, silence is presumed as assent. Though in small
group communication the successful decisions made already make them to act with
over-optimism and the members may not raise reasonable doubts, but try to follow
the group behaviour which may be detrimental to the free flow of information among
the members.
12
Helga Drummond (1991), Effective Decision Making, Wheeler Publishing, New
Delhi
13
Haynes,W Sampath Mykherjee 21
st
Century Management, New Central Book
Agency (P) Ltd, Calcutta,
14
Medows,ISG (1980), Organic Structure and Innovation in Small Work Groups"
Human relations 33(6)
Group Discussion (GD) is often used as a method in the selection process. In this
method the capability of a person to emerge as a leader, the ability to control decision
making process without blocking the flow of ideas, the knack of handling the
disagreement, time management and emotional stability even when adverse
comments are expressed - all these are assessed. In management schools it is used as
pedagogy in imparting education.
Meetings are organized with the aim of informing members of a group, instructing
subordinates, generating new ideas, soliciting the views of the members on a
proposal, sharing experiences, resolving conflicts and confrontations, motivating
people, and solving problems. The meeting must have a clear focus, specific agenda,
must be time bound and conductor of the meeting needs to conduct it with
tactfulness, and must possess patience and perseverance.
8.4 LARGE GROUP PRESENTATIONS
Religious gatherings, political meetings, shareholders meetings like annual general
meetings (AGMs), or the intellectual exercises such as Seminars, Conferences,
Symposium, Colloquium, Workshops etc. are assembly of people with common
interests, organized with specific intent where a small group of people inform,
persuade, convey messages to a large gathering. The choice of words, organization of
thoughts, mode of delivery of speech, style of communication determines the reach
and effectiveness of the communication. The ideas or messages are to be conveyed in
a logical fashion and coherent manner. The new product launches, awareness
creation campaigns, or countering competitor's campaigns, such large group
presentations may be made.
8.5 MASS COMMUNICATION
The political ideology, religious message, entertainment and education programmes,
sports commentaries, advertisements, advocacy campaigns are to be communicated
to large number of people. The message must be designed in such a way to reach the
target audience for informing, persuading and influencing them. It may be a public
relations building exercise or paid form of communication such as advertisement.
Media like newspapers, books, magazines, journals, radio, television and cinema are
used for mass communication. The characteristics of mass communication are - wide
reach, impersonality, and the critical role of gatekeepers. Mass communication
influences and reflects the value system in the society. It reinforces the cultural
values. It has stronger influence on children and young minds. Mass communication
is used for creating a brand, strengthening trust on a brand, launching a new
product, building and maintaining of corporate image, and for maintaining good
customer relations.
8.6 RUMORS AND GOSSIP
This is the kind of communication that spreads like wild fire, and has the potential to
damage interests of the society, create enmity between nations, and even destroy
market share of a product. Rumours within the organization may create enmity
among various groups of workers, non-cooperation between departments, and spoil
relationships between management and the workers.


Please use headphones


8.7 SUMMARY
The communication process is classified on the basis of number of persons
participating or partaking in the process as dyadic communication, small group
communication, large group presentations, mass communication, and rumours &
gossip. The goal, content, barriers, and the impact it will make on others are different
in each type of communication. All these types of communication are used on
different occasions in managing the affairs of an organization. Negotiations,
committee meetings, Board of Directors meetings, Annual General Meetings, are
various group communication situations.
8.8 REVIEW QUESTIONS
1. What are different types of communication?
2. Elucidate the salient features of dyadic communication.
3. Enlist the purposes of organizing meetings.
4. State the objectives of organizing group discussions.
5. Enunciate the character of Public Speaking.
6. Outline the attributes of mass communication.


- End of Chapter -
LESSON - 9
INTERPERSONAL COMMUNICATION


Learning Objectives
Recognize the role of interpersonal communication
Understand the significance of interpersonal communication in business
Structure
Introduction
Principles of Interpersonal Communication
Stages of Interpersonal communication
9.1 INTRODUCTION
Interpersonal communication sets in motion the interactions every person has with
individuals, inter groups, intra group, and the society. These interactions form the
basis for effective and efficient functioning of the organizations. Udai Pareek
defined interpersonal communication as the process of sharing of goal-oriented
messages between two or more sources through a medium or media. He explains
message in interpersonal communication using transaction analysis terminology,
whereby he classifies the transactions as -
(i) complimentary transactions,
(ii) crossed transactions, and
(iii) ulterior transactions.
In these transactions, information, feelings or a request for action is conveyed.
Definition - Interpersonal communication is a process whereby understanding is
achieved between individuals.
9.2 PRINCIPLES OF INTERPERSONAL COMMUNICATION
15

15
Adapted from the internet, author not known
The principles of interpersonal communication outline the process of making
interpersonal communication more effective. It is the mechanism in real life where
purposeful transactions take place for achieving the desired goal and they are basic to
communication.
9.2.1 Interpersonal communication is inescapable
Human beings need to interact. During the course of communication, apart from the
spoken words, the non-verbal cues such as tone of voice, gestures, posture, facial
expression, etc. are at play. When we communicate, we send and receive messages.
Others evaluate our message through their perception. Hence they may not
understand your 'intention' behind that message.
9.2.2 Interpersonal communication is irreversible
Once you have said something, you can't take it back. Even if you announce that you
withdraw your statement, it would have already created some impression on the
receiver. It cannot be wiped out from the minds of those around us. Often we come
across orders of Speaker in Parliament that 'the statement is expunged'. But the
damage done by the statement cannot be reversed.
9.2.3 Interpersonal communication is complicated
No form of communication is simple. Because of the number of variables involved,
even simple requests are extremely complex. Theorists note that whenever we
communicate there are really at least six "people" involved:
1) who you think you are;
2) who you think the other person is;
3) who you think the other person thinks you are;
4) who the other person thinks he/she is;
5) who the other person thinks you are; and
6) who the other person thinks you think he/she is.
We don't actually swap ideas; we swap symbols that stand for ideas. This also
complicates communication. Words (symbols) do not have inherent meaning; we
simply use them in certain ways, and no two people use the same word exactly alike.
If communication can fail, it will.
If a message can be understood in different ways, it will be understood in just that
way which does the most harm.
There is always somebody who knows better than you what you meant by your
message.
The more communication there is, the more difficult it is for communication to
succeed.
These whimsical maxims are not real principles; they simply humorously remind us
of the difficulty of accurate communication.
9.2.4 Interpersonal communication is contextual
Communication is largely influenced by the circumstances in which it is made.
Psychological context - who you are and what you bring to the interaction.
Your needs, wants, wishes, aspirations, desires, requirements, values,
personality, etc., all form the psychological context. ("You" here refers to both
participants in the interaction.)
Relational context - concerns your reactions to the other person - the "mix."
Situational context - deals with the state of affairs pertaining to that
situation, "where" you are communicating. An interaction that takes place in a
courtroom will be very different from one that takes place in a bar.
Environmental context - deals with the physical surrounding in which
communication takes place. The location, building, furniture, noise level,
temperature, season, time of day, are few factors that matters in the
environmental context.
Cultural context - includes all the learned behaviours and rules that affect
the interaction. If you come from a culture (foreign or within your own
country) where it is considered rude to make long, direct eye contact, you will
out of politeness avoid eye contact. If the other person comes from a culture
where long, direct eye contact signals trustworthiness, then we have in the
cultural context a basis for misunderstanding.
9.3 STAGES OF INTERPERSONAL COMMUNICATION
16

16
Keval J.Kumar, Mass communication in India, Jaico Publishing House, New
Delhi
There are three stages in interpersonal communication
9.4.1 Warm-up Stage
In this stage pleasantries are exchanged. When people meet they greet each other
with "Hello", "Good Morning", "Vanakkam" or "Namaste". Then there is meeting of
eyes, a smile, a folding of hands or handshake or hug to show their affection or
warmth. The words and gestures exchanged during this period do not mean much.
The formal enquiries such as "How are you?", "I am fine", "Are you OK", are not
serious questions meant to be taken literally.
9.4.2 Personal Stage
The second stage of interpersonal communication is addition of personal element to
the conversation. We talk about the profession, family or area of our common
interest. The marketing experts call this stage as 'mood creation stage' for discussing
serious business matter in the right mood.
9.4.3 Transaction Stage
The third stage comprises exchange of specific information for which communication
was initiated. Though the first stage is helpful in creating an atmosphere of valid
reception, the actual exchange of message takes place only in this stage.


Please use headphones


9.5 GATEWAY TO EFFECTIVE INTERPERSONAL COMMUNICATION
Interpersonal communication may not achieve desired results due to low
adjustment, low sociability, low conscientiousness, low agreeableness, low
intellectual capability, failure to adopt openness in operation, introversion of either
the sender or recipient, or high level of dogmatism of managerial people. In order to
overcome these troubles the following suggestions are made as gateway to effective
interpersonal communication:
Communicate equally
Minimise stereotyping
Eliminate halo effect
Fix the expectations rationally
Avoid self-serving bias
Never interrupt
Accept other persons contributions
Recognize the impact of culture
9.6 SUMMARY
Interpersonal communication is an important dimension in human relationship. It
plays a critical role in organizational context. Principles of interpersonal
communication are - interpersonal communication is inescapable, irreversible,
complicated and contextual. Three stages of communication are warm-up stage,
personal stage and transaction stage.
9.6 REVIEW QUESTIONS
1. State the principles of interpersonal communication.
2. Identify three stages of interpersonal communication.
3. Explain why we call interpersonal communication "Contextual".
4. Enlist the steps to be taken for effective interpersonal communication.



- End of Chapter -
LESSON - 10
MANAGEMENT OF INTERPERSONAL COMMUNICATION


Learning Objectives
Appreciate the management dimensions of interpersonal communication
Know the roles of managers in interpersonal communication
Understand the listening process
State the types of listening
Identify the barriers in listening
Structure
Listening
Nature of Listening
Prerequisites for a good listening
Objectives of listening
Types of Listening
Barriers to Listening
Managerial Roles
LISTENING
Chartier
17
defines listening as an "intellectual and emotional process that integrates
physical, emotional and intellectual inputs in search for meaning and understanding"
17
Chartrier, M R(1974) Components Contributing to Effective Interpersonal
Communication, in J.W. Pfeiffer and J.E. Jones (eds) Annual Handbook for Group
Facilitators, Laolta, California University Associates.
Listening is a very important component of communication process. It requires clear
thinking, willing mind, patience and perseverance. Listening is a decoding skill. On
average, listening accounts for 45% of the total time spent on verbal communication.
The nature of business in which a person is engaged and his position in the
organization decides how much time he spends in listening. When he climbs up in
the hierarchy of the organization his listening skills need to be very sharp. According
to Augusta M. Simon, "Listening builds relationships, enhances product delivery,
alerts the organization to innovation from both internal and external sources, and
allows the organization to manage growing diversity both in the workforce and in the
customer service". Listening is different from hearing. In hearing, the receiver just
lends his ear for receiving the words and sounds, whereas in listening he perceives
the message as intended by the sender. The listening capabilities of the receiver, his
verbal competence and his interest in the message received, other sounds and noises
heard at that time of listening, will determine the effectiveness of listening. The
listening competence of the individuals enhances the performance, appreciated by
others; change the status, power and position. There is an imperative need for
improving listening skills.
NATURE OF LISTENING
According to Lesikar
18
, listening consist of sensing, filtering and remembering.
Sensing is the ability of individuals to sense sound and their mental concentration.
Filtering is the process of understanding communication symbols. In the filtering
process, the contents of the mind serve as a sort of filter through which the receiver
gives meaning to incoming messages. Remembering what we hear is the third
activity involved in listening. The studies indicate though people forget most of the
messages, they remember around 25% of what they have listened even after two
days.
Lesikar believes the following guidelines may be helpful in mental preparation for
active listening:
1. Give attention to sensing and develop commitment to improve
2. Make effort and pay attention to words spoken
3. Improve accuracy of filtering through conscious effort
4. Concentrate on remembering
5. Apply the ten commandments of listening
18
Raymond V.Lesikar, John D. Pettit Jr. and Marie E.FIatley(1999), Lesikar's Basic
Business Communication, Tata McGraw Hill Publishing Company Ltd, New Delhi
Ten Commandments of Listening
1. Stop talking while listening
2. Put the talker at ease
3. Show the talker that you want to listen
4. Remove distractions
5. Empathize with the talker
6. Be patient
7. Hold your temper
8. Go easy on argument and criticism
9. Ask questions to understand better
10. Stop talking and set the mind on the task
PRE-REQUISITES FOR A GOOD LISTENING
At times we hear that somebody is physically present, but he may not have the right
mindset to understand the message in its true spirit. Certain prerequisites for good
listening are listed below:
1. Positive Reception : Only when a person receiving the message has got a
positive attitude towards the person communicating with him, he can receive the
message in the correct way. If he possesses aversion for the conveyor of the message,
it may not be taken in the right spirit. Positive reception provides neutrality in the
minds of people communicating with each other.
2. Attentiveness : A person needs to engage him in the communication process.
Divided attention of the listener may reduce his capacity to receive the information.
The mood of a person also determines the attentiveness of the person.
3. Interaction : Interaction during listening process enhances the reception.
Listener needs to put questions to get clarifications, which would ensure his
involvement in the conversation.
4. Prejudices : During the process of listening, mind of the listener must be devoid
of prejudices about the person giving the message. If the prejudices preoccupy, the
messages received may not have been understood in its true spirit.


Please use headphones


OBJECTIVES OF LISTENING
The objectives of listening are
To understand the purpose of communication
To know the central theme of communication
To receive the feedback and react
To strengthen the organizational relationships
To improve product delivery
To alert the organization to understand changes
To enrich customer service
To enhance the performance
To elevate the status and power of individuals
LISTENING AND HEARING
Listening differs from hearing. For example we hear music, where we do not involve
much in understanding the context. Capability of the listener, his involvement in the
communication, motivation to listen, subject knowledge, language skills and other
factors determine the level of listening. This difference between listening and hearing
is one of the main reasons why we often fail to listen and then effectively
communicate. While an average speaking rate is 100 to 200 words per minute, an
average listener's ability to process message is approximately 400 words per minute.
This substantial divergence between the spoken and the assimilated words often
leads to distractions in the mind swinging between listening and assimilating, while
also wandering towards distracting elements.
LISTENING PROCESS
The process of listening
19
consists of six related activities which occur candidly
during every communication:
1. Receive
2. Assess
3. Infer
4. Recall
5. Evaluate
6. Respond
19
Sherwin P.Morreale and Courtland L.Bovee(1998), Excellence in Pubic Speaking,
(Orelando, Fla.:Harcourt Brace); Lyman K. Steil, LarryL. Baker and Kittie W. Watson
(1983), Effective Listening: Key to Your Success, Addition Wesley
Morreale and Bovee identified certain related activates which usually occur in the
listening process.
1. Receiving: Physically hearing the message and taking note of it. There are
chances the block in the media or environment may block the listening process.
2. Assessing: During the conversation a person may assess the real meaning of that
conversation and try to act as perceived by him.
3. Interpreting: The same message may be interpreted by different people in
different ways based on their knowledge, familiarity, values and attitudes of the
listener.
4. Remembering: Every message received by us is not registered in our mind. If
the listener feels the information is useful to him at a future point of time he will
record it in his mind.
5. Evaluating: It is by nature human being uses critical thinking skills and
evaluates the message instead of absorbing it in its true character.
6. Responding: The reaction of the listener including the non-verbal cues is the
feedback to the sender of the message.
STEPS IN ACTIVE LISTENING
Active listening requires concentration and effort, but active listening can bring
number of benefits like avoiding misunderstandings and building relationships,
creating credibility among those who are in frequent contact with that person. The
following steps are advocated for active listening:
1) Bestow full attention to what you hear
2) Be ready to restate what is heard
3) Ask for clarification, wherever necessary
4) Acknowledge the other person's feelings
5) Encourage the other person to continue or expand what he wants to say
6) Do not react until the other person has completed
TYPES OF LISTENING
The listening skill required depends on the communication situation. While
listening, absorption of information also changes according the interest shown by the
listener. Based on the goal of listening, it is classified
20
as follows.
20
Views of Bovee also embedded in the classification
a. Appreciative Listening : This is a kind of listening where people have interest
in a specific area like listening for deriving aesthetic pleasure as we do when we listen
to a comedian, musician or entertainer.
b. Passive Listening : Passive listening, also known as inactive listening, is the
kind of listening where the listener is physically present but mentally absent from
that situation. Whatever he hears is not absorbed. In this type of listening,
assimilation does not take place. In the passive listening process incursion in the
thinking process does not take place.
c. Supportive Listening : The function of supportive listening is to encourage
someone to speak in order to learn what they think or feel. The more someone says,
the more you will learn. Your role should be to show that you understand without
preventing the other person from continuing.
d. Responsive Listening : The purpose of responsive listening is to build your
relationship with the speaker so that further communication is of value. The role of
the listener is to concentrate more on the person than on the facts or emotions.
e. Comprehensive Listening : This is the listening process in knowledge
acquisition process. The students in the classroom and the trainees listen and
interpret the message.
f. Retentive Listening : The goal of the retentive listening is to understand and
retain the message, facts and information irrespective of the fact whether you agree
or disagree with the views of the speaker.
g. Critical Listening : The aim of critical listening is to understand and evaluate
the meaning of the speaker's message on several levels - the logic of argument,
strength of evidence, validity of the conclusions, implications of the message for you
and your organization, and motive of the speaker.
h. Empathic Listening : The intention of empathic listening is to appreciate the
speaker's feelings, needs and wants so that one can understand his point of view. By
listening in an empathic way, you help the individual to vent the emotions. Never
give advice during the process of listening.
LISTENING STRATEGIES
In order to attain near perfection in listening, certain strategies as detailed below can
be followed:
- Maintain eye contact with the person conveying message (the speaker)
The listener, by maintaining eye contact with the speaker/person conveying the
message, concentrates on the message received by him and does not allow his mind
to engage in some other thought process. The eye contact keeps him focused on the
non-verbal communication of the speaker, which can help the listener to
comprehend the message in the right spirit.
- Focus on content
While listening, focal point must be the content and not the individual who is
communicating message. This will lead to impartial absorption of the matter, devoid
of prejudices.
- Avoid emotional involvement
While listening, emotional involvement must be avoided for achieving maximum
absorption of information. If emotionally involved in the transmission process, it will
block the information.
- Stay away from disruption
Due to various sounds around, chances of distractions are there. The listener must
concentrate on the message received so that the message is better received than other
noises.
- Treat listening as a challenging mental task
Listening to an academic lecture is not a passive act at least it shouldn't be. You
need to concentrate on what is said so that you can process the information into your
notes.
- Stay active by asking mental questions
The criticism or the evaluation of the message in mind will lead to active listening.
One can ask this question from oneself during the listening process - What is the key
point the speaker is trying to convey?
- Use the gap between the rate of speech and your rate of thought
The listener can think faster than the speaker. During that time gap, mind of the
listener may tend to wander. If a person cultivates the habit of concentrating his
attention on the message by adjusting the speed of his thought process, the message
received by him may be better / clearer than when the person can with a wavering
mind. The mind does have the capacity to listen, think, write, and ponder at the same
time, but it does take practice. By sheer practice, people become Ashtavathani or
Dassavathani (multi-tasking games).
SIGNIFICANCE OF FEEDBACK IN LISTENING
Receiving and sending feedback is one of the most crucial parts of good
communication. Listening enhances the rate of absorption of information and
prevents distortions in communication.
Listen to the entire message
Have perseverance and be patient. This is particularly important while listening to a
topic that provokes strong opinions or radically different points-of-view. In these
situations, it is important not to prejudge the incoming message. One must learn not
to get too excited about a communication until definitely clear about the message.
Practice listening skills
Listening is an intricate process embedded with various psychological dimensions.
Good listeners express interest and show alertness. They indicate through their eye
contact, posture and facial expressions, that the occasion and the speaker's efforts
are a matter of importance to them. Most good listeners provide speakers with clear
and unambiguous feedback.
Listen to the content, not the form of message
The speaker's dress, quality of voice, delivery mannerisms, and physical
characteristics, act as distractions and are quoted as reasons for not listening. Direct
your attention to the message what is being said and keep you mind away from
the distracting elements.
Think over emotionally charged language
Emotionally charged language often hampers the process of effective listening. There
is an imperative need to filter out emotional dimensions and understand the motive
behind the emotions they call up. Specific suggestions for dealing with emotionally
charged words include:
- Take time to identify those words that affect you emotionally.
- Attempt to analyze why the words affect you the way they do.
- Work at trying to reduce the impact of these words on you.
Eliminate distractions
Physical distractions and obstacles seriously impair listening. These distractions may
take many forms: loud noises, stuffy rooms, overcrowded conditions, uncomfortable
temperature, bad lighting, etc. Good listeners speak up if the room is too warm, too
noisy, or too dark. There are also internal distractions: worries about deadlines or
problems of any type may make listening difficult. If you're distracted, make an effort
to clear your head. If you can't manage it, arrange to communicate at some other
time. The practitioners of yoga and meditation do not mix problems, and keep
themselves cool headed.
Think efficiently and critically
The rate at which we think is faster than the rate at which we speak. During the gap,
the mind may switch over to some other topic. In that case there is divided attention.
If we use that time for critically evaluate the matter being communicated, the
processing of information will be faster. At the time of review, the following
questions may be useful in retaining the attention -
- What assumptions are being made by the speaker and the listener?
- How does this information affect me?
- Can this material be organized more efficiently?
- Are there examples that would better illustrate what is being said?
- What are the main points of the message?
BARRIERS TO LISTENING
The listening process may be hampered due to preconceived notions, egocentricity,
selective listening, preoccupation in other activities, lack of interest, fear, familiarity
trap and stress.
Preconceived Notions
The listener might have prejudged the outcome, may carry certain notions that
distort the information and develop a negative impact on the listening. It is difficult
to overcome this kind of barrier. However these notions can be surmounted if proper
system is established where logic based decisions are to be arrived at.
Egocentricity
Sometimes, in order to protect their image, people may distort the messages. Due to
ego, some people try to control the conversation instead of listening to what others
are saying. They think they know everything. In such a state, the mind deviates from
the central theme, and the purpose of communication is not achieved.
Selective listening
Selective listening exposes the mindset of the listener. It is wanton discrimination of
information. When the information is given by those who are liked by us, it is
received better than when we have a negative portrayal of the speaker in our minds.
Preoccupation in other activities
When the listener is preoccupied in some other activity, he may not understand the
real intentions of the sender of the message. Good sales persons always meet the
potential buyers with prior appointments and also ask for a time of their
convenience.
Lack of Interest
When a person does not evince interest in the central theme of the message
conveyed, he may not pay attention to the message. It is very difficult to make a
person listen if he is not interested in the subject matter.
Fear
The fear in the mind of the listener that the sender of the message may seek a favour
that may be detrimental to his interest may obstruct the process of listening. There
arises the need for eliminating this kind of fear psychosis to be able to understand
the message.
Familiarity Trap
When a person moved from a similar organization or acquired knowledge in that
subject, he may perceive the idea and method familiar to him as the best method of
solving the problem. This can stop his listening to other ideas being conveyed.
Stress
Working under stress may block the listening process. Some amount of stress is
required to keep the person active, but excessive and bad stress may hamper the
listening activity.
ROLES AND COMMMUNICATION
Robbins
21
describes managerial roles as interpersonal roles, information roles, and
decisional roles. Mintzberg describes them as:
Figurehead role
Leadership role
Liaison role
Monitor role
Disseminator role
Spokesperson role
Entrepreneur role
Disturbance handler role
Resource allocator role
Negotiator role
The role an individual play determines the type of message communicated and
interpreted.
21
Robbins, Stephen P(2003). Organizational Behaviour, Prentice Hall of India,
New Delhi
SUMMARY
Managing interpersonal communication is an intricate job. It depends on the
thorough understanding of listening process and roles managers need to play.
Effective interpersonal communication warrants effective utilization of listening
capabilities. It is imperative to understand the significance of listening in
communication for achieving the goal. The listening process consists of receiving,
assessing, inferring, recalling, evaluating, and responding functions. Positive
receptions, attentiveness, interaction, and being devoid of prejudices, are certain
prerequisites for good listening. Preconceived notions, egocentricity, selective
listening, preoccupation in other activities, lack of interest, fear, familiarity trap, and
stress are considered as barriers in listening. The roles the managers play determine
the interpersonal communication they need to make.
REVIEW QUESTIONS
1. Identify the hurdles in managing interpersonal communication
2. Enlist the objectives of listening
3. State various types of listening
4. Explain the term 'Active Listening'
5. What are the objectives of listening?
6. Elucidate the listening process
7. Identify the barriers in listening
8. State various roles of managers
REFERENCES
1) Mary Munter (2000) Guide to Managerial communication, 5
th
ed., Prentice Hall ,
Upper saddle River, New Jersey
2) Linda Driskill (1992) Business and Managerial Communication: New
Perspectives: Harcourt Brace Jovanovich, Orlando.
3) Bovee L. Courtland, John V. Thill and Barbara E. Schatman (2003) Pearson
Education (Singapore) Pte. Ltd., Delhi
4) Larry L. Bake and Kittie W. Watson, Effective Listening: Key to Your Success,
Addision-Wesley, 1983
5) Sanjeev Gupta and Shameena Gupta, Mastering Internet, Excel Books, New Delhi,
2003


- End of Chapter -
LESSON-11
GROUP COMMUNICATION


Learning Objectives
Understand the significance of groups in organizations
Recognize the role group dynamics
Identify the impact of communication in teams
Structure
Introduction
Types of Teams
Characteristics of effective Teams
11.1 INTRODUCTION
Meenakshi Raman expressed the view that though the teams are different from and
groups per se in that the former is process based and the latter is function based,
communication process is common. Groups develop into teams when the purpose of
formation of the group is clearly understood by the members of the group. The
purpose of existence of the group is stated below:
Exchange of information
Enrichment the quality of decision through cross culturing effect
Ensure feedback Elaboration of achievements
Eliciting the opinion of other members
Based on the purpose, level, type and the need group communication is
classified as
Meeting
Group discussion
Panel discussion
Seminar
Symposium
Conference
Convention
According to Katzenbach and Smith "A team is a small number of people with
complementary skills who are committed to common purpose. Set of performance
goals and approach for which they hold themselves mentally accountable"
Understanding the way in which the members of the team interact, take decisions,
work collaboratively, resolve disagreement, listen to the views of team members, and
evaluate ideas and credit others work.. Team comprises of members who work
together, share a mission and responsibility to achieve a goal. The task may be
erecting a plant, writing a report, investigate an issue, solve a problem, find a
solution, develop a new product, and design an advertisement campaign or chalking
out a strategy. Team encourages innovation and creativity and their participation in
decision making process. Bovee quotes use of teams in Kodak in new product
development. He cited a survey conducted in 232 organizations across 16 countries
an more than 8 industries revealed that organizations working in teams experience
the highest improvement in performance. The team may be called as taskforce,
project group, committee, board, panel, squad or by any other name depending upon
the" level, task entrusted, frequency of meet and other factors. In global business
operations teams play critical role in understanding consumer attitude and
behaviour, the changes in consumption pattern, reaction to new products and
technology, managing the production centers located in different countries.
11.2 TYPES OF TEAMS
Mankin, Cohen and Bikson have classified teams into seven different types:
Work Teams/Task Force
Project and Development Teams
Parallel Teams
Management Teams
Virtual Teams
Global Teams
11.2.1 Work Teams/Task Force
The task force is a team created for specific purpose. As soon as the task is over the
team is disbanded. Usually representatives of different departments partake in the
task. The nature of work may require different skills and capabilities. The persons
who have adequate experience and exposure in those fields may be roped in and if
need be unavailable intellectual resources may be outsourced. In managing disaster,
emergency or to meet eventualities task forces may formed.
11.2.2 Project and Development Teams
In software projects usually interactive team from different intellectual spheres are
grouped and the teams are given mandate to complete the task within a specific
timeframe. In chemical or automobile industry, when they build new plants project
team comprising of experts from interrelated areas are form to complete the task in
time. The efficiency of the team is determined by completing the project ahead of
time. The overrun will lead to cost escalation. The communication among the team
members results in procuring resources in time, reducing lead time and transfer of
resources whenever required. The network, system and the involvement of the
persons in team determines the successful communication and completion of the
work.
11.2.3 Parallel Teams
In organizing events, international or national level seminars, conferences,
conventions, parallel teams are pressed into action for completing the intellectual
exercise or event in a successful manner. Parallel teams share the work, compete the
demarcated activity in allotted time. The information exchange, interaction through
communication channels perfect the job of event management.
11.2.4 Management Teams
In the recent past companies are asked to form committees for looking after
important activities such as finance, compensation, audit, etc., for ensuring effective
exercise of their responsibilities. Even at the middle levels management teams used
to meet at periodic intervals for making it certain delivery of goods in time.
11.2.5 Virtual Teams
The virtual teams are formed achieving common goal. In the recent past virtual
voluntary teams are formed for popularizing Linux operating system, Every language
groups are trying to form teams for developing multilingual communication. Virtual
teams collaborating in health sciences become a common phenomenon. In this
knowledge age the developments in creating knowledge based products warrant
formation of such virtual teams.
11.2.6 Global Teams
The worldwide sweeping changes in the character of business operations necessitate
creation of global teams for understanding the behaviour, perception and attitude of
the consumers living in different countries and their buying habits. The competition,
arising out of globalization forces these multinational or transnational corporations
to create a multicultural and diverse workforce. They have to work in team to tackle
the global consumers. For example dew loping a common brand itself a critical task.
It should not connote obscene or vulgar meaning in any language. In all languages
and cultures it must be amenable for advertisement. In such teams communication
plays a critical role. The simple, easy to understand process will enable the recipient
to perceive it in the sense the sender transmitted the message.


Please use headphones

11.3 CHARACTERISTICS OF EFFECTIVE TEAMS
Whenever a team is formed certain characteristics is expected due to forced
collaboration, limitations of individual roles, need for resolving conflicts and time
bound tasks. The effective team must
Have a clear mission
Set verifiable objectives
Communicate without inhibitions
Resolve conflicts in an amicable manner
Accommodate differences of opinion
Makes decisions acceptable to all
Think creatively
The team members familiarize themselves, with the capabilities of others, generate
new ideas, handle differences, reinforce their commitment and solve problem and
complete the task within the specified time.
11.4 GROUP DYNAMICS
The interactions and processes that take place in a team are called group dynamics.
The members in a team develop Strong identity, rules for solving disputes and work
together for achieving a common goal - The group that develops norms work more
productively than other teams. The dynamics of one group differentiate it from
others and create cohesiveness and develop commitment towards achieving its goal
among its members.
11.5 REFERENCE GROUPS
Reference Groups influence individuals in forming his/her beliefs, attitudes and
behaviour. In society individuals partake iii different groups but like to follow a
particular group in deciding about buying a particular product. For example when he
decides to buy a ticket for a cricket match he may follow; one group and while buying
a television he may follow another group. The reference groups exert influence in
shaping the buying behaviour. The influence these groups wield may be:
(a) informational influence
(b) comparative influence and
(c) normative influence (or utilitarian influence).
The marketers mould the behaviour of the group by matching the aspirations of the
buyers with that of celebrities who can act as reference.
11.6. SUMMARY
All groups need not be teams. But teams are important groups in the study of
organizational communication. The teams are formed as task oriented groups for
achieving specified work. They need to work collaboratively, resolve conflict among
themselves and achieve the targets. Team communication is small group
communication. In this type of communication feedback is immediate and criticism
of others view must be based on facts, expressed in polite manner. They document
the decisions, plan the team meetings and correct the deviations if any in their
approach to achieve the target. Reference Groups exert influence in moulding the
behaviour of buyers.
11.6 REVIEW QUESTIONS
1. Enlist different groups that influence the individuals.
2. Define team
3. State the different types of teams
4. How team conflict can be resolved?
5. Outline the characteristics of team
6. What are reference groups?
Archana Sukla and R Srinivasan in the edited volume on Organizational Behaviour
by Mirzza S. Saiyadain, Tata McGraw Hill Publishing Co. New Delhi P.196


- End Of Chapter -
LESSON -12
LEADERSHIP AND COMMUNICATION


Learning Objectives
Understand the relationship between Leadership and Communication
Recognize the different styles of leadership
Identify the impact of leadership on communication
Structure
Introduction
Leadership Styles
Impact of Leadership on communication
Leadership challenges in e-organizations
12.1 INTRODUCTION
The Leadership
25
is the non-coercive influence to shape the goals of a group or an
organization, motivate behaviour towards achievement of those goals and help to
define the group or organization's culture. Burns viewed leadership as:
(i) Transactional Leadership and
(ii) Transformational Leadership.
Transformational Leadership depends on inspirational communications. Leaders are
usually described as ambitious with high energy, persons with self-confidence,
knowledgeable in his domain of operation, termed as trustworthy by the members of
the group.
12.2 LEADERSHIP STYLES
26

Leadership styles are studied by various researchers and elucidated their opinions.
IOWA studies (1939) indicated three different styles viz., authoritarian, democratic
and laissez-faire. Ohio State University (1940-50) study identified two dimensions:
initiating structure and consideration. Michigan State Leadership Studies (1950)
classified it job centred and employee-centred. This study indicated that the
employee-centred leaders were more effective than the production oriented leaders.
This study identified Participative leadership styles.
Likert (1977) identified:
(i) exploitative
(ii) benevolent autocratic
(iii) consultative and
(iv) democratic/participative leadership styles.
Contingency theory explains the role of situational factors- the task structure, level of
situational stress, level of group support, leader's intellectual and emotional
potential, personality, experience, ability and motivation.
12.3 IMPACT OF LEADERSHIP ON COMMUNICATION
The success of an organization depends on the capabilities of the leader and it can be
narrated as
Act with prudence
Build a cohesive team
Create a guiding coalition
Develop communication system that is near perfect
Empower subordinates
Form new approaches with vision
Guide the team members
The leader can discharge his role, achieve targets and command respect only when
he could establish proper communication system, understand the impact of non-
verbal cues, use technology in communication, appreciate the efforts of his team
members.


Please use headphones

12.4 LEADERSHIP CHALLENGES IN E-ORGANIZATIONS
The emergences of E-Organizations
27
integrate customers, suppliers, employees and
others and they share information on real-time basis. It creates social isolation.
Managers in E-Organizations must allow employees to express their emotions, guide
the employees on on-line behaviour evolve policy frame work that governs their work
and its evaluation Motivating the employees in these type of organizations is also a
challenge. Communication in e-organization is able to cut across vertical and
horizontal levels. Employees can communicate at any time, with anyone and
anywhere. This situation increases the information interactions and overload their
job content. Robbins opines leadership in e-organizations is different in terms of
flexibility, speed, direction and vision. The changed work culture increases attrition
levels. The networked work environment crease new form of grapevine called e-
grapevine.
12.5 SUMMARY
The leadership styles define the level of interaction, quantum of information
exchanged, the way in which the messages are understood and the impact the leaders
can create in the work place. Leaders in this electronic-age need to understand their
changed roles in the e-organizations where the demarcation between work life and
personal life is not clear. The procurement, capability building and retention of
employees are real challenge to emerging leaders in organisations.
12.5 REVIEW QUESTIONS
1. Elucidate various leadership styles
2. State the impact of leadership in communication process
3. Outline the role of communication challenges in e-organizations.
REFERENCES
Stephens P.Robbins, Organizational Behavior, Prentice Hll of India, New Delhi, 2003
25
Srivastava and Ramnarayan, Leadership, Organizational Behaviour,Ed., SaiyadainS
Mirza, Tata McGraw Hill Publishing Co.Ltd., New Delhi,2003 P99-129
26
ibid 100-112
27
Stephen P.Robbins, Organizational Behaviour, Prentice Hall of India, New Delhi,
2003.


- End Of Chapter -
LESSON - 13
ORGANISATIONAL COMMUNICATION

Learning Objectives
Understand the significance of organizational communication
Recognize the role group dynamics
Identify the impact of communication in teams
Structure
Introduction
Interviews
13.1 INTRODUCTION
Organizational Communication ensures flow of information in different directions
and developing communication pattern for assuring better relationship among the
employees and with the management team. A broad outline is given in lesson 5 about
the formal Internal Communication, External Communication, Communication
Networks, Downward Communication, Upward Communication, Horizontal
Communication and Grapevine. However a detailed discussion about Interviews an
important organizational communication used for selection and promotion is given
in this lesson.
13.2 INTERVIEWS
Interviews are conducted for specific purpose in which the interviewer assess used in
selection process for assessing the ability of the candidate, his aptitude, capability,
capacity, competence, motivational level, interpersonal skills, and ability to cope up
with stress. In fact it is used for differentiating the candidates. Interviews may be
conducted for research purpose or for eliciting the information
13.2.1 Objectives of Interviews
Interviews are psychological instruments used for eliciting information, to assess the
suitability of candidates for specific jobs, to evaluate the performance, to find out the
causal factors or for understanding the problems. Interviews are conducted with the
following objectives in mind
To select the best candidate or to elicit the information ethically from them
To conduct the interview in a transparent manner and provide equal
opportunity for all candidates without nepotism and favouritism.
To inform the candidate or respondent the purpose of interview.
To allow the candidates to express themselves without being influenced
To act as good will ambassador for the organization that wanted you to be in
the panel of interviewers.
13.2.2 Types of Interviews
Interviews are classified into seven different types based on the modus operand: viz.
Directed Interview
Non-Directed Interview
Stress Interview
Panel Interview
Depth Interview
Patterned Interview
Group Interview
13.2.3. Directed interview
This type of interviews is straightforward, face-to-face interviews; questions are
asked to assess the knowledge of the candidate, skill level, experience, and other
dimensions essential for entrusted to him if he is selected for the job. We can identify
the manners, mannerisms, views, beliefs, perception and attitude of the individual
through appropriate questions. The interest, industriousness, inquisitiveness,
innovative spirit and other psychological dimensions are assessed. To some extent
antecedents are probed.
13.2.4 Non Directed Interview
In this type of interview, the candidates are allowed to present their credentials. The
interviewer does not ask lead questions. The individual is at liberty to present the
information in his own style. The interviewer used to be a passive listener. Mostly in
information gathering, inquiring the grievances and in market research such
interviews are conducted. The interviewer should not pass value judgments. This
type of interviews must be conducted by trained interviewers.
13.2.5 Stress Interview
The withstanding power of the candidate in stress situation is assessed. The
members in the interview panel put question after question, ask irritating questions,
or criticize his views in a bad taste. Frequent interruptions, making noises or
penetrating questions may be asked to put the candidate in stress situation. In the
competitive world those who work in sensitive places in enquiry counters, retail
outlets need to have lot of patience and perseverance. In order to retain customers,
the seller needs to bear the negative attitude of the buyers towards the products.
13.2.6 Panel Interview
In the Board or Panel Interview more than one person interview the candidates so as
to avoid malpractices, favouritism or nepotism. The experts may be invited members
of the panel. When many questions are fired at the same time, the candidate may
find it difficulty in answering the questions. The chairman must be prudent enough
to regulate the interview. The Panel members must be clear in their role and should
not use it opportunity to exhibit his talent.
13.2.7 Depth Interview
If we need to select a specialist or consultant the knowledge level of the candidates
are to be assessed. The interviewer must be an expert in that area. Otherwise such
kind of depth interview cannot be conducted.
13.2.8 Patterned Interview
It is a systematic stereotypic interview. Usually adopted for lower level jobs McMurry
opined it is a kind of interview in which series of questions are put for understanding
the background of the candidate and comparing it with the critical score and select
only those candidates whose scores are more than the critical score.
13.2.9 Group Interview
When large number of candidates is there, they are asked appear in sets of 5 or 6 and
interact among them. Interview may be structured or unstructured. Always the
interviewer remains silent and observes the initiative, leadership, and capability to
control the people, ability to sum up and close the discussion. The kind of interviews
from the fact if the candidate is fortunate enough to find a place in a group where all
other candidates are poor in communication skills, he will get the selection than a
bright candidate who will lose his chance in a group where all the candidates are
better candidates.


Please use headphones

13.2.10 Functional Classification of Interview
Another classification based on the functional use of interview, is given below:
Selection Interview
Information gathering Interview
Exit Interview
Appraisal Interview
Counselling Interview
Conflict resolution interview
Enquiry
13.2.11 Selection Interview
The generation jobs are not comparable with that of the young graduating from
institutions of higher learning. In the past few years organizations embark on
downsizing manpower to meet the challenges posed by competition. Under these
circumstances the screening the applications becomes a very serious task in the
selection process. Initial interview conducted by lower level officials in Human
Resources Department screen and limit the number of candidates sent to the final
interview are reduced to a specific multiple of number of vacancies so as to avoid
taxing executive timing. Final interview may be conducted in one or more stages. The
type of interview, the involvement of Chief Executive in the selection process, place
of interview and other finer details of the interview depends on the job specifications
and the competence and capability requirements.
13.2.12 Information Gathering Interview
In Marketing Research, necessity may arise to gather primary data for getting more
accurate results. In this type of interview, selection of respondents, time and place of
interview are significant factors. This type of interview may be classified as Personal
Interview, Telephonic Interview and Internet Interview. Personal Interviews are time
consuming expensive operation. In telephonic interview, unless the interviewer is
well-versed the language usage in different geographical regions, it is difficult
unearth the required information. Interview through internet using web camera is
yet another form used in data collection process.
13.2.13. Exit Interview
Exit Interviews conducted at the exit of retail outlets in order to get the Opinion of
the buyers immediately after purchase may give information about whether the
purchase is impulse purchase or planned purchase and how the buyer is influenced
by the showroom design, salesperson's, persuasion, opinion about price and the
extent to which the brand and promotion influenced the buyer. The communication
process is eliciting spontaneous information from the respondents. Non-cooperation
of the respondent and his willful suppression of facts may affect the results.
13.2.14. Appraisal Interview
Performance Interviews are formal evaluation exercises conducted every year to
assess the suitability of candidates for higher level jobs. Interviews should not be
prejudiced by the relationship of the candidate with the interviewers. The evaluation
of candidates on the basis of submissiveness will jeopardize interest of the
organization. The candidates are asked to describe their contributions, innovations
and creativity in discharging duties, capability acquired and other relevant
information. Transparency in evaluation will enhance the credibility the
organization.
13.2.15. Counselling Interview
When the new technology is introduced the organization may revise the work norms.
The workers may refuse to accept changes. The counselling interviews may be
conducted for allying apprehensions in the minds of the people. They should not
think the interview as brain washing session. The counsellor must establish
credibility and then counsel.
13.2.16. Conflict Resolution Interview
The line and staff conflict always exist. It should not affect the operations. Both the
parties must be asked to answer specific questions. It must be non-directed interview
and unstructured one. When one of the parties to the dispute provide certain
information, the other party maybe questioned and this system will continue and the
cause for the trouble is identified and interview may suggest measures for solving the
conflict. During the process the parties to conflict may ask questions in the form of
clarifications.
13.2.17 Enquiry
When there is breach of discipline, enquiry may be ordered for providing an
opportunity for the person accused to present his version. The person conducting the
enquiry must be impartial and in case false accusation is levelled, it must be probed
and reported. In case the accused has done something which will put at risk the
interest of the organization, the gravity of the issue must be assessed by interviewing
the persons involved or witnessed. Usually lawyers are appointed for this purpose.
13.2.18 Preparation of an interviewer
The interviewer needs to make certain preparations for conducting the interview in a
successful manner.
Know the purpose of the interview
Scrutinize the application blank
Develop question plan/interview schedule
Set up the score sheet
Concur with the fellow members in the panel
Schedule the interview
Ensure the letters to all candidates are posted
Arrange facilities for candidates in wait
13.2.19 Interview Process
The interview process consists of the following stages. The interview must probe the
candidates' suitability or elicit information, counsel the employee or find the fact to
resolve the conflict.
Welcoming the candidate
Reviewing the antecedents
Developing question plan
Identify the selection criteria (Selection Interviews)
Appoint investigators (Research Interviews)
Put the candidate at ease
Conduct the interview
Close the Interview
Prepare interview Report
13.3. SUMMARY
Interviews are face to face conversation used for selection, obtaining information
from the consumers, counselling, reprimand, appraisal, exit interview and enquiry
and the kinds of interview are directed, non-directed interviews, stress interview,
depth interview, patterned interview, panel interview and group interview,
Interviewer need to prepare him for the interview by verifying whether letters are
dispatched to the candidates, question plan is ready and concur with the members of
the committee about the interview process.
13.4. REVIEW QUESTIONS
1. Elucidate the significance of organizational communication
2. Outline the formal communication process
3. State different types of interview.
4. Use the qualities of interviewer.
5. Explain the interview process,
6. Outline the objective of the Interview.
7. Describe the interview process.


- End Of Chapter -
LESSON -14
FORMAL AND INFORMAL COMMUNICATION

Learning Objectives
Distinguish Informal Communication from Formal Communication
Recognize the role of Informal Communication
Structure
Introduction
Communication in Social Groups
Grapevine
Non-verbal Communication
14.1 INTRODUCTION
Communication Networks can be classified as Formal networks and Informal
Networks. Formal Communication Networks follow the hierarchical chains and the
information flow depends on the authority relationships. Informal communication
Networks known as Grapevine moves in any direction, skip authority relationships
and usually fulfil the need of group members. A detailed discussion on formal
networks are given in lesson 5 In organizations informal communication plays
critical role in intelligence and pre-emptive attempts in solving problems.
14.2 COMMUNICATION IN SOCIAL GROUPS
Communication links individuals to the social environment. Language competence,
its usage, social acceptance or rejection by the members of the social group, the trust
and the threat the group poses to and individual. Humans organize and structure
themselves into groups and they generally behave e according to predictable patterns
in these groups. The communication system, the competence of individuals to
communicate the views, opinions, ideas minimise social deviance and social
disorganization. The role conflict in the group produces social disruption. No group
can exist without communication. Successful group performance depends on the four
different communication activities - writing, reading, speaking and listening. In
internet groups are created to maintain communication among the member which
otherwise will disintegrate.
Social groups integrate its members with the society for fulfilling their social needs.
14.3 GRAPEVINE
Grapevine is a form of informal communication and it is an important source of
information for the management. Robbins identified three main characteristics for
Grapevine.
1) Not controlled by the management
2) Employees believe it as credible source
3) Mainly serves the self-interests of the people involved in spreading it.
He opines grapevine is an important form of communication network and the past
studies indicate 75% of the information that spread through this channel proved to
be right. It acts as filter and feedback mechanism. It is impossible to eliminate flow of
grapevine. The situations in which grapevine spread can be identified as
Excited and happy situations
Immediately after knowing the information
Congregations


Please use headphones

14.5 NON VERBAL COMMUNICATION
Nonverbal communication is an important form of informal communication in
organizations. The Manager or the worker not only communicates through words but
also communicate through nonverbal cues. Studies indicate major part of
interpretation depends on nonverbal message than the spoken words. At times the
receiver, if he is inferior in status may interpret the meaning in a diametrically
opposite way if we do not use body language and voice modulation in a proper way. It
may create distrust and lead to disputes in industry and loss in business in the
market. The challenges presented by non-verbal communication are formidable.
14.5.1 Basics of Nonverbal communication
Non-verbal communication called as sign language is universal in application and
transcendent language barriers. Deep understanding about the culture of the
recipient of the message alone could facilitate transmission of information. Non-
verbal communication comprises of four distinct activities.
1. Organizational settings
2. Body Language
3. Tactile
4. Modulation
5. Use of time, space, and image ambience
14.5.2 Organizational Settings
The size and location of the office, kind of furniture, its image among the public
create a specific perception about their activities in the minds of the people.
In the name of status many people in top positions deny access to others. In short
organizational setting refers to the symbols of power that interferes in the process of
communication.
14.5.3 Body Language
Body language consists of four different dimensions as stated below.
Facial expression
Eye movement
Posture
Gestures
Handshakes.
Facial Expression
The facial expression convey fear, anxiety, panic, apprehension, anger, hesitation,
indecision, vacillation, happiness, satisfaction, joy, satisfaction, delightfulness,
acceptance, rejection, refusal, and several other meaning to the person
communicating information, directing, expressing grievances, demanding favour and
trying to sell. The mindset of the sender of the message, his mood and other factors
determine how he perceives things. The chances of misreading the cues also exist in
real life situation. In intercultural communication more such misreading happens. In
global business it becomes apparent. When we accept things we nod our head.
Americans do this through up and down movement and Indians make side-to-side
movement. The ability to understand such subtle variations in facial expressions will
help business people to acquire more business. The smile on the face radiates
friendliness and warmth.
Eye Movement
The way eye blinkers indicate the opinion formed in the mind of the recipient of the
message. The eye contact is often emphasized as an essential ingredient in
communication. It conveys genuine interest of the speaker in the audience. The
appreciation, sympathetic consideration, anger and other feelings of the individuals
can be noticed through movement of eye balls. The gaze and glance convey cues to
listener.
Postures
Posture indicates seriousness with which a person views the problem. It can indicate
self-confidence, guilty consciousness, carelessness, disturbed mind and other state of
mind.
Gestures
Gestures like clenched fist, showing index finger, shrugging shoulders, scratching the
head, folding the hand, indicate the mindset of the speaker. The erect posture
symbolizes discomfort.
Handshakes
Asha Kaul
31
points out five different types of handshakes viz Equal handshake, Tight
Grip, Limp handshake, Politicians Handshake and Informal Handshake.
An equal handshake applying equal pressure is used for people in the same status.
Tight grip handshake is offered by persons with superiority complex. Limp
handshake is given by people with inferiority complex. Politicians' handshake is a
typical handshake which is deceptively subservient. Informal handshake is among
friends that are casual.
14.5.4 Tactile
This involves the use of touch to impart meaning as in a handshake, a pat, an arm
around the shoulder, a kiss, or a hug. The physical touch shows the intimacy.
This kind of tangible show of intimacy varies among different cultures. On the
occasions of celebrations prostrate before elders is custom in Hindus. Hug each other
during ceremonial occasion is part of Muslim culture. In political circles prostration
tantamount to submission .Keegan has presented various touching behaviour and
those are narrated in the following few lines. In India and Saudi Arabia touching the
objects by left hand is considered inauspicious. In Korea both the hands should be
used while passing objects. In Indonesia social kiss is in vogue. In Malaysia friends
grasp with both hands. Saudis shake hands followed by a clench of each other's
thumbs and another handshake. In Venezuela close friends greet each other with a
full embrace and a hearty pat on the back. These cultural habits must be understood
by the businessman operating in the global market.
14.5.5 Modulation
The meaning of words can be altered significantly by changing the accent and tone of
one's voice. There are different ways a person can say "no" to a request. He could
express mild doubt, terror, amazement, anger among other emotions. Vocal
meanings vary across cultures. Intonation in one culture can mean support; another
anger or other feelings. The variation in voice modulation as detailed below may
change the way in which the communication can be understood by the recipient of
the message.
Lack of pitch variation
Lack of speed variation
Lack of vocal emphasis
Unpleasant voice quality
14.5.6 Timeliness
Use of time can communicate how we view our own status and power in relation to
others. Think about how a subordinate and his/her boss would view arriving late at a
place for an agreed upon meeting. Punctuality becomes a value system in certain
cultures.
14.5.7 Physical Space
People who ascend to the top through criteria other than merit keep away from
subordinates due to fear psychosis. Some people demonstrate their intimacy with
other by reducing the distance and that make the people to develop belongingness.
Americans and Northern Europeans typify the no contact group with small amounts
of touching and relatively large spaces between them during transactions. Arabs and
Latins normally stand closer together and do a lot of touching during
communication.
14.5.8 Image
Clothing and other accessories are used to differentiate people in offices. Japanese
advocate same uniform from CEO to last grade servant. Chauffeur driven car,
Masalchi for attending household work, attenders and other supporting staff become
a status symbol. These are nonverbal communication cues to inform others about the
status of an individual in an office.
The use of gestures, movements, material things, time, and space can clarify or
confuse the meaning of verbal communication. Similarly, the tone of the boss -will
probably have a greater impact on how his message is interpreted than the actual
words.
14.5.9 Roles of Non-verbal Cues
The roles of various nonverbal cues are presented below.
Repetition: they can repeat the message the person is making verbally
Contradiction: they can contradict a message the individual is trying to convey
Substitution: they can substitute for a verbal message. For example, a person's
eyes can often convey a far more vivid message than words and often do
Complementing: they may add to or complement a verbal message. A boss who
pats a person on the back in addition to giving praise can increase the impact of the
message
Accenting: non-verbal communication may accept or underline a verbal message.
Pounding the table, for example, can underline a message.
Skillful communicators understand the importance of nonverbal communication and
use it to increase their effectiveness, as well as use it to understand more clearly what
someone else is really saying.
A word of warning. Nonverbal cues can differ dramatically from change from culture
to culture. An American hand gesture meaning "A-OK" would be viewed as obscene
in some South American countries. In fact globalization of business creates a cross
culturing effect and makes changes in all cultures. However the shrewd businessman
must know the nonverbal cues in different cultures with which he interact.
14.6 SUMMARY
Informal communication usually known as grapevine is an important form of
communication, which facilitates spread of information at a faster rate through social
groups. Grapevine may be effectively used by tactful managers. Of course there are
some negative impact grapevine can create. Nonverbal communication cues such as
facial expression, gestures, handshakes, tactile, physical space, punctuality,
14.7 REVIEW QUESTIONS
1) State the role of informal communication
2) Enlist different forms of informal communication.
3) Identify different roles of non-verbal communication
4) Outline the basics of body language
14.8 REFERENCE
Jim Clawson, Language of Leadership, The Darden School, University of Virginia.

29
Dance and Carl E. Larson(1978), Functions of Human communication,: A
Theoritical approach,Holt,Rinehart and Winston, New York.
Stephens P.Robbins, Organizational Behavior, Prentice Hall of India, New Delhi,
2003
32
Keewgan, J.Warren, Global Marketing Management, Prentice Hall of India, New
Delhi
31
Asha Kaul, Business communication, 1998) Prentice Hasll of India, New Delhi


- End Of Chapter -
LESSON - 15
ORAL COMMUNICATION

Learning Objectives
Understand the importance of Oral Communication
Enriching the capabilities of designing oral presentations
Classify Oral Communication
Elucidate Oral Presentation Process
Structure
Introduction
Purpose of oral communication
Three step Oral Presentation Process
Guidelines for oral presentations
15.1 INTRODUCTION
Managerial personnel need to send communication orally to the zonal, regional,
divisional, branch or other unit offices and present a clear picture about decisions.
The spoken words may prove to be more powerful than the written messages
communicated through the fax, website messages and other forms. In Oral
communication the recipient could give feedback, seek clarifications, ventilate
feelings, and express view. In Multinational organizations certain factors like their
style, language, and body language are to be clearly understood before
communicating with such audience. The Technological advancement in
communication enables management to communicate the messages to employees in
different locations.
15.2 PURPOSE OF ORAL COMMUNICATION
When we decide to communicate orally, the first and the foremost task is to identify
the purpose of communication.
The eight basic purposes of giving oral presentations are
1. To direct the subordinates or followers to do something in a specific way or
certain approach.
2. To inform the employees, customers or public about policies, procedures,
changes, launches and other messages.
3. To explain the information for making the receiver to understand and adopt.
4. To persuade the customers to buy, suppliers to co-operate, employees to
understand, the investors to invest, the bankers to lend and the public to
admire.
5. To motivate the employees to increase productivity, understand customer
relationship
6. To inculcate belongingness to the organization and spirit of cooperation.
7. To educate the audience about a new concept, idea or thought of theory.
8. To entertain the spectators through cinema, drama and tele-serials for
relieving the stress make them to refresh their minds.
15.3 THREE STEP ORAL PRESENTATION PROCESS
33

Oral Presentation before large audience requires meticulous Planning, preparation,
pedagogical selection and presentation. Bovee has given a three step process in
making oral presentation as detailed below.
- Planning the presentations
- Writing the presentations
- Making the presentations
15.3.1 Planning Oral Presentation
Whenever an oral presentation is to be made to an individual, small group or to the
large audience examines the purpose, analyze the audience, gather the information,
and design the message to suit that occasion. Since the presentations are one time
episode, the audience cannot s and receive, review and recall something said earlier
like written presentations. In the limited time the speaker need to capture the
attention of the audience, arouse interest in the subject matter and make them to
listen. The speaker is not going to address them again.
Preparation
When a person decides to make oral presentation he has to collect information about
the audience like the size of the group, composition of the group like homogenous or
heterogamous nature of the cluster, their demographic, psychographic profile and
social behaviour. The time earmarked for presentation, the facilities available for
using the visual aids in the venue of presentation. The dress code, if any is to be
found out.
Gathering information
In case you are going to make a presentation on new product of your company,
gather information about its technical features, warranties or guarantees, mode of
delivery, system of payment, and nature of complaints received about the
compliment and substitute products. In a similar way gather complete information
about the central theme of the presentation.
Sequence
Decide the sequence of presentation. Suppose you intend to pass on the information
which are hard to digest, like, downsizing the manpower, pay cut, etc.., start the
sequence with a sweetener and put the message in a soft polite language so that it
will not hurt the feelings of the listener. Organize thinking and assemble information
so; that it will better reception among the audience
15.3.2 Writing Oral Presentations
The second stage of preparation of oral presentation is to develop the script for
presentation. Delivering a speech intelligibly required lot of preparatory work. The
process of writing presentation consists of three phases viz.
Organize the Presentation
Know the audience
Identification of Main Idea
Limit the scope based on time
Develop the Presentation
Developing message for each point
Developing Points
Select the Approach
Prepare the outline
Decide the style of Presentation
Develop the Presentation Materials
Programme the Presentation
Introduction
Body sport
Sum up
Organize the Presentation
The first and the foremost task are to understand the audience. Identify the main
idea and recognize the time factor in presentation. The idea must be attractive and
audience should evince interest in it. On an average a speaker delivers about 125 to
150 words per minutes which is equal to 20 to 25 double spaced types pages of text
per hour. If you are given about 20 minutes to speak and would like to cover 6 points
for each point devote 2 minutes and spend 4 minutes each for introduction and for
closing.
Develop the Presentation
Developing the presentation script is the critical task. List out the points you like to
give thrust. Gather adequate information about those points. The next task is to
select the approach to achieve the purpose of the presentation. While preparing the
outline avoid lengthy phrases, rarely used hackneyed words and redundancy. The
opening remarks must arrest the attention and the closing notes must leave the trace
of your presentation in their memories. Identify the style of presentation (a detailed
discussion on various styles is given in 11.5) Arrange the information gather in
specific order and keep it ready for presentation. In the introduction part arouse
interest in the audience through humorous remark, by telling a story, by giving a
pause, reveal a startling statistic or by asking a question. Establish and expose your
credibility.
Programme the Presentation
Start the presentation with opening remarks, tell the main idea, substantiate with the
supporting points, interweave humours, finish it in time and leave better impression
about your presentation through concluding remarks. Many people use ard method.
In each card one point is emphasized. During the presentation use the cards in
sequential order. Time must be earmarked for visual aids.
15.3.3 Making the Presentation
Start the presentation with greetings. Greet the audience by saying 'Good Morning
Ladies and Gentle Men' or according to timing and situation change the wordings.
Then tell them who you are. Make the presentation in the following sequence
Tell the audience what you are going to tell
Tell them
Tell them what you have told them.
Use the time allotted for presentation. If you can, keep it short. It's better to under-
run than over-run. In general, allow 2 minutes for each general overhead
transparency or PowerPoint slide you use, but longer for any that you want to use for
developing specific points. 35mm slides are generally used more sparingly and stay
on the screen longer. However, the audience will get bored with something on the
screen for more than 5 minutes, especially if you are not actively talking about it. So
switch the display off, or replace the slide with some form of 'wallpaper' such as a
company logo. Present it as per plan. Do not deviate. If you deviate, you will eat up
time and finally forced to omit some point and required to complete. Allow
participants to partake in discussions. Do not get entangled in argument. Never close
it abruptly. If the participants are slow start the discussion with a question.
While delivering the presentation the guiding principles stated below may be
followed
Present it clearly. Never shout or whisper - Understand the acoustics of the place of
presentation
Don't rush, or talk deliberately slowly. Be natural - although not
conversational.
Purposely pause at key points - this has the effect of emphasizing the
importance of a particular point
Avoid jokes - especially stale jokes-Naturally blend jokes at right place.
Make the presentation interesting; change your delivery through changes in
speed, pitch, rate of delivery or volume, but not to noticeably.
Articulate through gestures for emphasizing important points but don't
indulge in to much hand waving. People can, over time, develop irritating
habits.
Ask confidents about the response of the audience in different meetings.
Look at the audience as much as possible, but don't fix on an individual -it can
be intimidating. Pitch your presentation towards the back of the audience,
especially in larger rooms.
Don't face the display screen behind you and talk to it. Other annoying habits
include:
Standing in a position where you do not obscure the screen. In fact, positively
check for anyone in the audience who may be disadvantaged and try to
accommodate them.
34
Adapted from internet, author unknown.
Speak softly over a transparency on the OHP projector plate an not realizing that you
are blocking the projection of the image. It is preferable to point to the screen than
the foil on the OHP (apart from the fact that you will probably dazzle yourself with
the brightness of the projector)
Avoid moving too much. Pacing up and down can demoralize the audience, although
some animation may be pleasing.
Keep an eye on the audience's body language. Be aware of the time to stop and also
time to cut short a piece of the presentation.
15.4 GUIDELINES FOR SUCCESSFUL ORAL PRESENTATION
Make the receiver interested in receiving the message. Oral communication provides
more chance for getting and keeping interest and attention of the audience.
Get the feedback for assessing the reach of the message. In evaluating the feedback
the nonverbal messages play critical role.
Envisage Emotional dimensions. In oral communication more opportunities
are more for the sender and the receiver to let off steam, cool down, and create a
suitable climate for understanding.
The receiver is too busy or preoccupied to read. Oral communication provides more
opportunity to arrest the attention, influence or persuade
The sender wants to persuade or convince. Oral communication provides more
flexibility, opportunity for emphasis, chance to listen, and opportunity to remove
resistance and change attitudes.
When discussion is needed. A complicated subject frequently requires discussion to
be sure of understanding.
When criticism of the receiver is involved. Oral communication provides more
opportunity to accomplish this without arousing resentment. Also, oral
communication is less threatening because it isn't formalized in writing.
When the receiver prefers one-to-one contact.
15.5 GUIDELINES FOR PRESENTATION BEFORE INTERNATIONAL
AUDIENCE
36

International audience is culturally diverse, heterogeneous group with different
levels of understanding capabilities. Certain guidelines are proposed for making oral
presentation effective to that audience.
Speak slowly and distinctly: You may speak fluently and deliver at a faster rate but
the audience may not be able to absorb the message at that speed.
Repeat Key Words and phrases: Your language style may not be understood by them.
So if you want to emphasize something repeat those words and phrases.
Aim for Clarity: Stay away from using bombastic or grandiloquent presentation. Use
simple sentences. Do not use two-word verbs such as write down, look after,
plan ahead. Such words are confusing as individually each word may give a
different meaning. This will create confusion in the minds of the listener. Avoid using
cultural idioms such as once in a blue moon which are not familiar to international
audience. Steer

35
Adopted from internet, author unknown.
36
Bovee,ibidp.497
clear of words of foreign languages. It may be familiar to you but not to the audience.
Communicate with body language: Body language is universal. The eye contact,
smile, movement of hand, nodding the head will convey right meaning to audience.
Try to use Visual aids: Use of maps, flow charts, OHP or Power Point presentation
can enrich your communication. Do not use too many charts and graphs. That will
drain the enthusiasm of the audience.
15.6 PRESENTATION STYLES
There are different styles of making a presentation and different people will use the
approach that suits them.
Grand Old Boy: This is usually delivered by an experienced person who usually
rose from lower level position to a higher level job. Generally, there is a lot of
information but it may be poorly organized or poorly delivered. A person lacking in
oratory skills often recall nostalgic experiences in that organization and make
colloquial presentations because he may not be fully conversant in any language.
The Entertainer: This person relies on jokes and stories to get their point across.
Good visual aids could be an important feature of the presentation. Sometimes there
is too much emphasis on satisfying the audience that little information is actually
transferred.
The Academic: This person tends to be very precise and deliberate in presenting
information. There is considerable content and it usually is well organized.
Unfortunately, it can also be boring and irrelevant and not relate well to the
audience.
The Reader: This person decides to read his material word by word. The material is
often not especially prepared for an oral presentation and can be overly technical,
boring and hard to understand. All topics are covered and what is said is precise and
accurate.
The Novice: This person is nervous about the presentation. Due to stage fear he
may forget what he has prepared and make the situation confusion confounded. This
person makes the presentation at snails pace and will find it difficult to answer
questions. Such people can have a rehearsal before presentation.
The Gadgeteer: This person uses every gimmick and technique in his or her
presentation and visual aids. It can be overdone with the message getting lost among
the bells and whistles.


Please use headphones

15.6 COMPONENTS OF AN EFFECTIVE ORAL REPORT
38

15.6.1 Introduction Capture the attention of the group right from the
start.
Explain the background from which the problem emanated
Clearly state and explain the problem.
37
Adopted from internet, author unknown
38
ibid
Clearly state your objectives.
Indicate the method(s) used to solve the problem.
Suggest the order in which you will provide information.
15.6.2 Organization
Provide sufficient introductory information.
Use transitions from one main part to the next and between points of the speech.
Use summary statements and restatements.
Make the main ideas of the report clearly distinguishable from one another.
15.6.3 Content
Have adequate supporting data to substantiate what you say.
Avoid using extraneous material.
Present supporting data clearlyin terms of the ideas or concepts you are trying to
communicate.
Were the methods of the investigation clearly presented?
Visual Aid Supports
Use clear drawings, charts, diagrams or other aids to make explanations vivid and
understandable.
Make visual aids fit naturally into the presentation.
Be completely familiar with each visual used.
Don't clutter your report with too many visual aids.
15.6.4 Conclusion
Conclude your report with finality in terms of one or more of the following:
the conclusions reached
the problem solved
the results obtained
the suggestions made
the recommendations offered
15.6.5 Respond to Question
Give evidence of intelligent listening in interpreting the questions.
Organize answers in terms of a summary statement, explanation, and supporting
example.
Show flexibility in answering questions.
15.6.6 Delivery
Be natural, "communicative" in your delivery.
Use frequent eye contact to maintain rapport with the audience.
Vary the delivery with appropriate movements and gestures.
Speak distinctly.
Display confidence and authority.
Express enthusiasm in your ideas.
15.7 SUMMARY
Oral communication is the channel the information directly to the receiver. It
requires meticulous planning, preparation of script, programme the presentation.
Guidelines such as make the receiver interested in receiving the message, get the
feedback, assess emotional dimensions, persuade, convince, discuss, deliberate based
on the purpose of communication. Presentation styles like Grand Old Boy,
Entertainer, Academic, Reader, Novice or Gadgeteer are to be understood in clear
terms. The Oral Reports are to be organized like introduction, content and
conclusion.
The possible response to anticipated questions must be prepared. The modus
operandi of delivery must be designed.
15.8 REVIEW QUESTIONS
State the purpose of oral communication.
Elucidate three steps in oral presentation.
1) Outline the guidelines of successful presentation.
2) Identify the structure of oral report.


- End Of Chapter -
LESSON - 16
SPEECHES

Learning Objectives
Appreciate the importance of Speech
Analyze the profile of good speaker
Outlining the preparation of a speech
Structure
Introduction
Vocal Elements of speech
Characteristics of a Good Speech
Profile of a good speaker
Preparation for a speech
Model Speech
16.1 INTRODUCTION
Speech is an interplay of three forces-speaker, occasion and audience. The oratory
skills of scholars in Greece and Rome are recorded in the literature and historical
documents which exposes the human endeavour in discovering the nature, spirit and
dynamics of communication. The global business environment, especially IT
industry requires excellent communication skills for marketing the new economic
products. The survival and growth of political personalities depend on their public
speaking abilities. The speech is one form of presentation. Already we have discussed
elaborately about oral presentation in the previous lesson.
16.2 VOCAL ELEMENTS OF SPEECH
39

The basic vocal elements of speech are pitch, volume, rate, quality, animation and
pause.
Pitch refers to the tone of sounds depending upon the rate of vibration of the vocal
chords. When a speech is delivered, there is continued variation in pitch for
attributing s specific meaning the word. The variation ranges from high-pitched
soprano level to low-pitched bass level.
Volume refers to the power of the sound and that ranges from very loud to very soft.
Rate is speed at which persons speak words.
Rate is the degree of speed at which you speak words. Rate of delivery must be at the
level at which the audience could absorb the message.
Animation is the vibrancy of the speech and it must be lively simulation of the
message.
Pause refers to the breaks in speech. At the appropriate place stop for a moment and
make the people to listen.
16.3 CHARACTERISTICS OF A GOOD SPEECH
Academic Institutions are the only place where we can hear good speech. The field of
sales warrants good speech for getting a reasonable slice in the market share. The
characteristics of a good speech are narrated in the following few paragraphs.
16.3.1. Clarity
The speech delivered for influencing the people, persuading the consumers or
convincing the employees. You should convey the facts, ideas, emotions, feelings in
an understandable language. It must be simple and easy to comprehend.
16.3.2 Speeds
The speech must be faster and flamboyant. There is time gap between the rate at
which you can deliver the speech and rate at which the audience could absorb. Do
not allow his mind to wander and think on some other topic.
16.3.3. Brevity
During the speech brevity is important. Do not use unnecessary words and show your
vocabulary talent. The audience will not have patience to listen to lengthy speeches.
In the past due to admiration people listened to the speeches of political leaders. In
this knowledge age, people are conscious of time. So brevity must be the aim of the
speaker.
16.3.4 Attractiveness
The speaker must' draw the attention of the audience and make them interested in
the speech if it pertains to themes where they evince interest. Use quotations, jokes
and stories for maintaining their interest level.
16.3.5 Credible
While delivering the speech give the message that is believable, convincing and
realistic. Always talk about facts and not about imaginary information.
16.3 PROFILE OF GOOD SPEAKER
40

The qualities of good speaker vary from environment to environment.
A good speaker is lively, interested, enthusiastic, and vivid. He treats his audience as
a group of living people. He reveals his interest and talent in the subject and make
sure that the audience also show interest.
A good speaker is serious in his job. He speaks because he was invited or wants to
show his erudition.
A good speaker is a good listener. He realizes that time is precious and tries to say
something worth the time being spent by his audience.
A good speaker has a sense of responsibility to his subject.
A good speaker has a responsibility to others on the Programme. He does not take
more time than what has been allotted to him.
A good speaker has a sense of leadership; he stands up tall; he talks eye to eye;
speaks responsibility and with authority as a leader should.
A good speaker tries to be balance, sane A good speaker keeps his sense of humour.
A good speaker keeps his head. He is not carried off by his over enthusiasm or over
confidence.



Please use headphones

Preparation for a speech
Except in impromptu speech which is made extempore, unprepared and
unrehearsed, Speeches are made after careful preparation. A detailed discussion on
the modus operandi of preparation for a speech is given in the lesson on Oral
presentation.
16.4 MODEL SPEECH
Chairman's Speech delivered by Dr C.H. Krishnamurthy, Chairman,
Chemfab Alkalis Limited, Pondicherry
Dear fellow shareholders,
Your company is the technology trend-setter in eco-friendly membrane chlor-alkali
industry in India. Similarly, your company has been a trend-setter in Country's
Corporate sector by being the first company tin bringing out, and announcing
audited results as at 31
st
March and publish it on 1
st
April.
This achievement is due to online accounting and concurrent audit system and
excellent cooperation of staff members and auditors.
This year has been different due to the merger of CHEMFAB CHLORTES LIMNITED
with your company and also the acquisition of the salt fields rights signalling the
Company's foray in to backward integration. In view of the legal formalities involved
and the time frame, the Company to extend the accounting year to 15 months ending
June 30, 2000. The Company has also obtained permission from the Registrar of
Companies, Pondicherry to hold the Annual General Meeting on or before 27th
October, .2001.
Financial Highlights
The results of the first financial statement of the new millennium should be
encouraging to every one of us as shareholders of the Company. This year the
company has earned a profit of Rs. 62 million before tax.
Dividend
The Board considered a dividend of 50% which would be more appropriate for the
current year profitability of the company. However, in the line with the restriction
imposed by the IDBI the board has recommended a dividend of 25%.
Management
A very careful restructuring of the management, filling up with; new professional
marketing; management and utilization of the existing and better finance planning
are implemented. Dedicated tern work of your company's family of workers/staff and
efficient marketing and financial management and overall good governance, are
responsible for the impressive results.
Also backward area location of your plant eco-friendly technology, creation and
operation of the world class plant, full capacity utilization and efficient management
were responsible for the results.
World CLASS CUSTOMERS
Due to excellent services and high quality of your Company's products, being an ISO
14001 company, the world class corporate in the country has chosen your Company
as their preferred vendor.
Technology Company-Leading the Millennium
....................
Sea Water desalination
"Managing water resources is more difficult than planning and managing a war"
Your Company is quite aware of the very critical water situation in the country,
Pondicherry in particular.
As your Company is just in front of the Bay of Bengal, with sea water everywhere,
there is a plan for construction of a Seawater desalination plant. However, there are
hurdles to be crossed in getting the necessary approvals from the Government
especially, due to Coastal Zone Regulations restricting any activity within 500 metres
of high tide zone.
Thanks to the effort and continuous support of the Government of Pondicherry,
which is helping us to get all the clearances, your Company will be operating a Sea
water desalination plant and hope to have operation before out next meeting.
It is high time the Government declared Desalination as an important basic
infrastructure necessity and give all clearances that are required technically as well as
incentives to encourage industries to depend on non-conventional sources for their
requirement of water. Progressive banks can also contribute to the noble venture.
Global Scenario
As a wave of trend towards the change, effect of globalization and WTO coming into
position, there is a threat to manufacturing economy being converted into trading
economy in the corporate sector.
China is one nation progressing very fast globally and is most competitive. Now they
are concentrating on more quality with an aim to get into the Japanese market-
signifying they are not only trying to be competitive price wise but also with quality
acceptable globally.
Many Indian corporate have realized that the above changes will be advantageous for
diversification to source out from China for sale into Indian domestic market, while
still manufacturing and pursuing technically innovative products in their respective
core business.
Listing of your Company in the Singapore Stock Exchange
Given the best global base of Singapore, with its strong economy, global presence of
share market, very efficient and buoyant Singapore share market and plenty of funds
available together with opportunities of investment, your Company is now planning
for the possibility of listing in Singapore Stock Exchange.
NPA SCENARIO
The present practice of allowing organizations to become sick, becoming NPA (Non
Performing Assets) and bringing BIFR (Board of Industrial and Financial
Reconstruction) can be totally eliminated by careful planning and timely action.
Small and Medium enterprises are very important and a careful monitoring and
strengthening of this will be of very great importance for the country's strong
economy.
Governmental Support
I must place on record the excellent cooperation the Pondicherry Ministry, top
officials and various government agencies have been rendering to your Company,
without delays.
Thanks
I convey my grateful thanks to our esteemed customers for their continued support
and encouragement.
On your behalf and on my own behalf I congratulate everyone working in CAL for the
sustained hard-work and never ending enthusiasm for achieving new goals with
excellent team spirit.
Thank you.
16.5 SUMMARY
Speech refers to the oral presentation before larger audience. The use of various
vocal elements such as pitch, volume, rate, animation and pause will determine the
quality of speech. The characteristics of a good speech consist of various rudiments
like clarity, brevity, speed, attractiveness and credibility. The profile of the good
speaker as pictured by Reader's Digest present a broad spectrum activities like
showing interest in the audience, taking the speech as a serious job, be a good
listener, adhering to time allotted, interwoven the speech with humour, maintaining
eye contact and keeping the head erect are to be understood by them in the right
perspective.
16.6 REVIEW QUESTIONS
1) Identify vocal elements of speech.
2) Outline the characteristics of good speech.
3) State the profile of a good speaker.
REFERENCES
39
Krishna Mohan and Meera Banajei (1990) Developing Communication
Macmillan India Ltd, New Delhi.
40 Write Better Speak Better, Reader's Digest Publication


- End Of Chapter -
LESSON - 17
COMMITTEES

Learning Objectives
Understanding the role of committees
Exploring the responsibilities of different committees
Structure
Introduction
Definition
Types of committees
17.1 INTRODUCTION
The committees are groups set up for making decisions in complex organizations.
Americans do not appreciate committee system whereas in Japan it is preferred
system of decision making. When organizations become large need for using
collective opinion become an inevitable task. Rensis Likert perceive Committee as
interlocking group where the unit chief and subordinates act as decision making
group. Committee usually has a specific operational timeframe and become part of
organization structure. Committees deal with recurring tasks. In global business
environment committee type organization may be limited to critical issues where
pooling of resources become inevitable.
17.2 DEFINITION
"A committee is a group constituted by a parent body for a specific purpose to
discuss, deliberate and decide about an issue, problem, crisis and predicament"
17.3 TYPES OF COMMITTEES
Committees are classified on the basis of their nature of work, functions entrusted or
the powers vested with them.
Advisory Committee
Monitoring Committee
Standing committee
Functional Committees
Grievance redressal Committee
17.3.1 Advisory Committee
Advisory committees are constituted with domain expert, for giving professional
advice but they do not take part in implementation process. Those in advisory
committee may discharge staff function and do not take the responsibility for
implementing the advice. Normally to accommodate retired persons or experienced
professionals such committees are created.
17.3.2 Monitoring Committee
These committees are appointed to oversee the progress of projects. They have to
report deviations, suggest corrective actions. They may advocate resource transfer or
mobilization of additional resources. The term of the monitoring committee will end
when the project is completed. In research review committees are appointed for
reviewing the progress.
17.3.3 Standing committee
Standing Committees are permanent committees appointed for definite term for
looking after specific tasks. As per Listing agreement entered into with the Stock
Exchanges the Companies appoint committees to look after specific tasks./ for
example in Raymonds Ltd., Audit Committee, Remuneration Committee and
Shareholders Committee are appointed. In Nagarjuna Fertilizers and Chemicals
Audit Committee, Shares and Debentures Committee, Management Committee,
Audit Committee, Banking Committee, Investment committee and Investors
Grievances Committee and Remuneration Committee are in existence.
17.3.4 Functional Committee
In organizations, Production committee, Purchase Committee, Establishment
committee, Investment Committee and other committees are appointed to take care
of certain functions efficiently. In these committees top level managers find place.
17.3.4 Ad hoc Committee
These committees are stop gap arrangements or temporary committees. Such
committees are appointed to meet emergency needs. This committee will bother
about the short term goals. In a way the duplication of efforts will be there. 17.4


Please use headphones

ADVANTAGES OF COMMITTEES
1. Availability of Expert opinion
2. Cross Cultural effect due to decisions based on discussions
3. Generation new ideas or approach in tackling critical issues.
4. Enriching interpersonal relationship
5. Easier Coordination
6. Development of sense of participation
7. Information Spread
8. Shared Authority
9. Trains young managers in decision making process
10. Provide an opportunity for using latent talents.
17.5 DISADVANTAGES OF COMMITTEES
1. Delayed decisions
2. Waste of efforts in unrelated discussions
3. Costly affair
4. Unwanted compromises.
5. Divided responsibility
17.6 SUMMARY
Communication in committees is group communication. Based on the authority
vested, responsibility fixed the committees function. Normally consensus,
compromise, conflict resolution, pooling of intellectual resources for problem solving
are the aim of forming committees. The committees are classified as Advisory
Committees, Standing Committees, Monitoring committees, Functional Committees
and Ad hoc Committees. Committees may be formed to postpone the decision, get
the expert opinion or for unearthing the hidden talents of managers. It has certain
negative dimensions like delay in decisions, too much expenses and forced
compromises.
17.7 REVIEW QUESTIONS
1) Define the term "Committee"
2) Elucidate the role of committees in an organization
3) State the advantages and disadvantages of committee type organization
4) Differentiate the functions of different committees.


- End Of Chapter -
LESSON-18
SEMINARS AND CONFERENCES


Learning Objectives
Understanding the need for organizing
Seminars and Conferences.
Significance of these intellectual exercises
Structure
Introduction
Definitions
Seminar
Symposium
Conference
Colloquium
Panel Discussion
Workshop
18.1 INTRODUCTION
The Seminar, Symposium, Conference, Colloquium, Convention, Panel Discussion
and Workshop are intellectual exercises where in the participants discuss, deliberate
and disseminate new ideas, new approaches in solving problems concur contradict,
criticize and contribute to the knowledge. In general the academic institutions and
trade associations organize such programmes for the benefit of human resource in
the industries and institutions. These exercises are conduct at class room level, state,
national or international level. Naturally the knowledge acquisition level will also be
varying in different levels.
18.2 SEMINAR
The Seminars are discussion in small groups where the results of original research or
advanced study are presented through oral or written reports. It becomes a routine
affair in Post Graduate and Research Institutions. In seminars the organizers solicit
research papers, scrutinize it through expert committees, edit and publish the
presentations and asked to present the paper among the knowledgeable participants
under the chairmanship of an expert. In many cases it becomes ritual in academic
institutions, where adequate time is not given discussion and deliberations. In many
cases it is waste of time and waste of effort.
18.3 SYMPOSIUM
The symposium is the forum where small group of experts or well informed persons
discuss for the befit of the audience. Usually Institutions specializing in Science and
technology organize symposium invite erudite scholars who exchange views and than
happen to be information for young scientists and technologists. A search on the
frontier of knowledge takes place for the emancipation of human beings in their
endeavour to and comfort and convenience to life. The proceedings of symposium
are valuable documents.
18.4 CONFERENCE
The conference is the gathering of persons with comparable interests to confer the
views, thoughts and ideas among themselves and pass certain resolutions at the end
of the conference to strengthen their affiliation, attachment, association or alliance to
that forum, party or intellectual group. It is used for knowledge development in
academic institutions. The subject matter may be broader than the issues discussed
in Seminar or Symposium.
18.5 COLLOQUIUM
The colloquium is another participative communication process where specified
discussion groups assemble for sharing the developments in that branch of
knowledge. The nuclear scientists all over the country or world may meet and share
their research findings. The other eminent personalities in that field may concur or
contradict, challenge and convince the gathering about the need for further search in
that area for achieving near perfection in the solution to the issue discussed, debated
and decided.
18.6 CONVENTION
This is yet another form of fellowship meeting of a closely linked fraternal group. It is
usually well structured than a conference. They discuss only matters of professional
interest. The conventions are organized by industries, trade associations, societies
and political groups.
18.7 PANEL DISCUSSION
The panel discussion is the forum where issues and not the ideological matters are
discussed. The experienced persons in that industry or field suggest measures for
solving the problems. Naturally the views may be diverse. The panel members may
try to achieve convergence in their thinking process after taking the views of fellow
members. For example the sales managers of different FMGG product manufacturers
may gather a place on the invitation of an institution to assess changes in behaviour
of buyers.
18.8 WORKSHOP
The workshops are knowledge acquisitions process where experts impart education
or training and ask the participants to learn through simulated exercises under the
close monitoring by one or more experts. Here the method, technique, process,
procedure or modus operandi is taught in a systematic way. For example in a Case
Development Workshop the method by which the information can be collected,
compiled and converted as Case Study for analyzing and understanding the concepts
is imparted. In an ISO series workshop, the participants are informed, educated
about the systematic procedure of ISO 9000 or ISO 14000 series and the participants
are asked to evaluate the system adopted in an artificial company whereby they
acquire firsthand experience in the role of lead auditors.


Please use headphones

18.9 SUMMARY
The seminar, symposium, conference, convention, colloquium, panel discussion, and
workshop are various forums available in larger group communication for exchange
of ideas and culmination solution and presentation of new idea or approach in
solving live problem.
18.10 REVIEW QUESTIONS
1) Enlist various professional gatherings available for interchange of ideas, views and
thoughts
2) Differentiate Seminar and symposium
3) State the communication dimensions of a convention
4) Outline the process of resource mobilization in organizing a conference
Krishna Mohan and Meera Banerji(1990), Developing communication skills,
Macmillan India Ltd,.New Delhi


- End Of Chapter -
LESSON - 19
VISUAL COMMUNICATIONS


Learning Objectives
Understand the significance of visual communication
Know the visual aids
Structure
Introduction
Selecting right visuals
Selecting visual communication aids
Audio-visual communication
19.1 INTRODUCTION
Visual communication is the process of communicating through pictures,
photographs, posters, diagrams, drawings, tables, charts and graphic arts. It conveys
the message better than the spoken words. An old adage states that picture is
thousand words. The audience could understand the messages better through visuals
than through oral presentations. The international audience could understand the
visuals better than the words. The advantages of visual communication are narrated
below.
Quick understanding
Retention for a longer period
Transcendent language and cultural barriers
Condense the information
Reduce the time of presentation
Visual aids can be imaginatively designed and developed and used at appropriate
interlude to keep the audience to listen, remember and recall the message. Consider
the following:
Visuals attract and hold the attention of the audience.
Visuals provide better recall effects
Visuals make understanding complex messages
Visuals facilitate presentation of technical information to a non -technical
audience.
Visuals provide breathing gap for the audience
Visuals enrich the quality of presentation
19.2 SELECTING THE RIGHT VISUALS
The selection of the right visuals for that occasion is another creative task. The under
mentioned table depicts the usage of different visuals when messages of different
nature are presented.
19.2.1 Tables
Visual Usage

Tables To present exhaustive details and exact values
To illustrate tends

Bar charts/ Histogram To illustrate trends over time
To compare one item with another item

Line/Surface charts To exhibit data or fact

Pie chart To show frequency or distribution

Scatter diagram To present correlations

Mapping To describe geographical location

Flow chart To illustrate Process or Procedure
Tables are systematic arrangement of rows and columns. During oral presentation
number of rows and columns can be limited and in written presentation more
number of rows and column can be given. However it should not exceed one page. In
general, the information is presented in the form of numbers or percentages. If all
the items are given in the same units it can easily be compared. The column and row
totals are to be given. Wherever a particular row or column is to be highlighted, the
background colour can be changed for differentiating that information. Tables can be
classified as single tabulation and cross tabulation. In single tabulation a specific
variable is presented against another variable. In cross tabulation one set of variable
is segmented for easy understanding
19.2.2 Charts
Charts are pictorial form of presentation of data. There are different types of charts
as stated below.
Single Line charts
Multiple line charts
Surface charts
Bar charts
Pie charts
Pictograms
Gantt charts


Please use headphones


In single line chart two variables are compared, whereas in multiple line charts the
sub classification one variable is presented against other variable. For example if
sales trend is compared over the years different single line charts are prepared for
different products. In multiple line charts, in a single chart, the sales figures of
different products are shown by means of different lines. The surface chart is an area
chart. The pie charts are representation of data in a circle, where 360 are divided
according their share. In pie charts number of classification can be restricted to three
or four. The differentiation can be highlighted by means of colours or patterns.
19.2.3 Diagrams and Drawings
When technical information is to be presented, it can be presented by means of
diagrams and drawings. In mechanical engineering machine design are developed by
means of CAD, similar drawings in civil, architecture facilitate changes in the
drawing stage. The recipient of information can visually see and suggest changes.
The schematic diagrams describe the sequence of activities in a project.
19.2.4 Maps
Maps are used to compare the demand or sales figures in different territories. It can
also be used for presenting dealer concentration in specific locations. Mapping
highlights concentration of customers and the efforts needed in a specific location. It
identifies the infrastructural facilities available for the business like water sources
and power production units, etc.
19.2.5 Flow charts
The flow charts interconnect information and their direction. In systems the
preceding and succeeding activities are highlighted. It illustrates progression of
events from start to end. The geometric shapes of boxes indicate significance of those
nodal points. This chart facilitates identification of locations where resource transfer
is required. In case the project is large one the interface events are identified.
19.2.6 Organization charts
The organization charts describe the hierarchical relationships. It identifies nodes of
decision making and clearly demarcates to whom a person need to report. It shows
the position, the subordinate superior and peer relationships. It depicts the
communication channels and in case strategic intervention is required the place of
intervention can be identified. The Graicuna advocates that organization structure
should not have more layers.
19.2.7 Checklist for Tables and Charts
1. Use few tables and charts that are important highlights
2. More items are there combine them into ca category called others
3. By means of colours and patterns make the comparison easier
4. Express the entire information in same units
5. Give titles which can give description about the table
6. Highlight the valuable information by means of boxes or colour
7. Eliminate zeros by a code given at the top right hand corner i.e all figures in
thousands, lakhs or crores.
19.3 SELECTION OF VISUAL COMMUNICATION AIDS
In order to make visual presentations, certain visual aids are used and they are
described below:
Blackboard/Glass Board
White Board
Overhead Projector
Film Strip and Slide Projector
Video Tapes/Audio Tapes
Multimedia Projector
19.3.1 Blackboard/Glass Board
It is the time tested, traditional visual aid used for generations. Here the speaker will
write important points he plans to cover in the Black board with the help of a chalk.
He will comprehend point by point. The speaker draw maps, diagrams, tables and
graphical forms of presentation to support his line of argument. The Glass board is
modern day addition for enhancing the visual effect. The colour chalks can be used
for differentiating messages.
19.3.3 White Board
White Boards are pleasing the eyes of the viewers. The marker pens are used and the
pollution effect of chalk dust is eliminated. This is nothing but a variant of Black
board. These are in organization not only during oral presentations but also used to
display events and dates to remember in the chamber of top level executives
19.3.4 OVERHEAD PROJECTORS
The overhead projectors facilitate transmission of information prepared for oral
presentation and reduce the strain of the speaker. It helps the speaker to cover more
points in the limited time usually allotted for presentation. The advantages and
disadvantages of using the overhead projector are stated in the following few lines.
Advantages of Overhead Projectors
Face to face contact with audience
Time to make eye contact
Can pick up verbal and nonverbal cues to understanding
Projector located in front of room and near speaker for easy access
Can be used to focus audience's attention
On to focus attention on visual material
Off to focus attention on speaker
Effective in a fully-lighted room; audience can follow handouts or take notes
Ability to modify transparencies during presentations
Highlighting important points with transparency pen
Writing on blank acetate film like a chalk board
Sequence of material can be modified during presentation
Accommodates audience questions or interes
Can abbreviate or extend sections of presentation
Unframed transparencies are store and transport; easily fit in file folder
Overlays can be used to simplify complex information into layers
Short lead time (minutes) for preparation of transparencies
Low cost of transparency material
Disadvantages of Overhead Projectors
Continuous tone colour transparencies are costly
Overhead projector is bulky and heavy to transport
Framed transparencies are bulky and difficult to store
Pages from books cannot be used effectively without modification since text
will usually be too small for audience to read.
Overhead projection is perceived as being "less professional" than slides in a
formal setting.
Presentation Techniques for Overhead Projectors
Use ON - OFF switch to focus attention
ON to focus attention on visual
OFF to focus attention on speaker
Turn the projector off when you're not using it for extended periods of time to
reduce distraction for audience.
"Chalk boarding"
Use projector stage like a chalkboard
Acetate sheet or roll
Water soluble transparency pen
Notes for presentation can be:
Projected with presentation
Added in conjunction with presentation
Revealed one point at a time
Points in group discussions can be:
Listed to verify communication
Used to focus further discussion
Charts, grids, illustrations can be:
Prepared in skeleton form prior to presentation
Modified, filled in labelled, etc. during presentation
Pointing for emphasis
Concentrate attention on message being covered
Use opaque shapes like pens, coins, arrows, etc.
Highlighting
Use pen of different colour from original. (Be sure to use water-soluble pen if
you need to re-use the original transparency.)
Use underline, circle, arrow, check, bullet, star, etc. as emphasis codes for
your audience
Progressive disclosure with opaque cover
Reveal topics one point at a time
Direct attention to point being covered
Prevent distraction
Overlays
Simplify complex concepts
One part of complex whole can be presented at a time
Parts can be joined for discussion of whole
Overhead Projection Survival Kit
Anticipate problems during the presentations using overhead projectors and keep
the following few items as spares to meet eventualities. Now portable overhead
projectors available in the market and those are easy to handle and versatile in
operations.
Extension Cord : Rooms sometimes have the power outlets located in the most
inconvenient locations. An extension cord may resolve such difficulties.
Ungrounded Plug Adapter : Some buildings still do not have three-prong
grounded outlets. A two-prong adapter will allow you to use these older power
outlets without damaging the overhead projector plug.
Spare Bulb : Most of the PLU overhead projectors have spare lamp changers inside
the projector. But a spare bulb is always good insurance. Make sure you know how to
change the bulb in case it burns out during your presentation. Do not touch the glass
surface of bulbs with your fingers, but handle bulbs by their metal or porcelain bases
or with a handkerchief.
Transparency Pen : You may want to write on a transparency to illustrate, clarify,
or highlight a point. If you plan to use a transparency over again, be sure to use a
water-soluble transparency pen. You may want to cover transparencies with clear
sleeves to avoid damaging your original.
Acetate Film : Extra blank acetate film provides additional "chalkboard space" for
responding to audience questions and comments.
19.3.6 Film Strip/Slide Projector
Filmstrip Projectors are sequential transparency presentation equipments. In the
latest projectors both the film strips and slides can be used. There lights are to be
switched off and the windows are to be covered using coloured screens. Now the
remote operation facilities are available and that enhances the mobility of the
speaker during presentation.
19.3.7 Multimedia Projector
The" multimedia Projectors are used for power point presentations. The information
can be stored in floppies or CDs and displayed in the halls where we make
presentations. It is easy to carry and present information in a sophisticated form.
While preparing the power point the fonts and the size are to be carefully selected.
The projector should not obstruct the audience. The computer available must have
the appropriate version to support the presentation.
19.4 POINTS TO PONDER WHILE USING VISUAL AIDS
Make the objectives clear
List out key points
Identify appropriate visual aids
Prepare visuals aids in a simple, sequential form.
Never read the information displayed.
Avoid grouping information in a complicated format.
Cogency in the arrangements of thoughts is essential.
19.5 CHECKLIST FOR VISUAL AIDS
Does the projector work properly? Bulb, lenses, change mechanism, fan.
Does each slide present a simple, clear message?
Are the slides arranged and numbered consistently and consecutively?
Are the slides clean and mounted properly?
Will the audience be able to see slide details to use?
Does the slide tray have a title slide at the beginning and a blind slide at the
end to avoid blinding the audience with light?
19.6 VIDEO TAPE
Video tapes play a critical role in communication. It is used in recording business
communication and replays it in case of disputes. In judicial inquiries, enquiry
officers use video recording for producing it as evidence. Special skill is not required
for operating this equipment. This facilitates reaching medium size audience. Certain
questions can be asked to understand the process of relying video recorder.
1. Do you have the correct machine for the tape you plan to show (Beta or VHS)?
2. Is the equipment in proper working order?
3. Is the tape set to start at the proper place and does it "track" properly?
4. Will the entire audience be able to see the presentation?
5. Is the sound level on the monitor(s) set at the proper level?
19.7 SUMMARY
Visual communication is an important ingredient in the oral presentations. Several
gadgets are available to support the visual presentation. Audiovisual presentation
using video tapes and projector add more value to the presentation. The visual aids
available like black board, glass board, white board and Overhead projector and the
audio visual aids like film strip projector, video tapes, and film projector combine
audio and visual effects and are best support mechanism for the speaker.
19.8 REVIEW QUESTIONS
1. Enlist different forms of visual communication.
2. List out the visual communication aids.
3. Identify the features of multimedia.


- End Of Chapter -
LESSON - 20
WRITTEN COMMUNICATION


Learning Objectives
Understand the intricacies of written communication
State Three Steps in Written Communication
Identifying different forms of communication
Structure
Introduction
Purpose of written communication
Three steps in communication Process
Forms of written communication
Writing effective E-Mail Messages
20.1 INTRODUCTION
Written communication is an important segment of communication in business. The
business people send numerous communications in various formats to variety of
audiences. In this global business environment, in the computerized communication
era, a clear vision about written communication is essential for reaching out the
audience. It is the process in which words are arranged in a meaningful pattern,
structured in small sentences and every word conveys information. In written
communication, identification of the purpose, the use of appropriate words and
phrases, selection of style, clarity in expression, conciseness, adoptability, avoidance
of abbreviations, technical jargons, cliches, foreign words and phrases, redundancy
and hackneyed words make it effective, purposeful and powerful. The message must
be clear and straight forward. Never add unnecessary phrases and avoid plagiarism,
pleonasm, redundancy, repetition and roundabout expressions. In this global
business situation, use of idioms and cultural references, inappropriate inclusion of
humour may not fascinate the audience. It is essential to express measurements,
dates, time and currency in universally accepted units. The expression must be clear,
correct, concise and coherent to make non-native English speaking population to
understand the spirit of communication. This lesson gives the bird's eye view about
the written communication used in e-mail and websites apart from the traditional
uses.
20.2 PURPOSE OF WRITTEN COMMUNICATION
The purpose of written communication is to elucidate, express, enlighten, enquire
and explain the information, data and knowledge applications. Meenakshi Raman
and Sangeetha Sharma identified certain purposes for business letters and it hold
good for other business communication too. However it is not an exhaustive list.
To inform
To notify
To report
To update
To thank
To appreciate
To congratulate
To enquire
To order
To organize
To request
To appeal
To demand
To collect dues
To apply for a job
To sell
To claim
To complain
To reply
20.3 THREE STEP WRITING PROCESS
Bovee advocates a three step writing process. He advocates the aim of effective
business writing is to convey your business ideas rather than exhibiting your literary
talents. He says the message must be purposeful, audience centered and concise. The
three step writing process is explained in the following few paragraphs.
20.3.1 Planning the Message
The progression of message development comprise of few stages. The first and the
foremost job is to know the purpose for which we communicate. The message may be
routine, good news, bad news or a good will message or greetings. The second stage
is to understand audience, their frame of mind, expectations and the possible
reaction of them to our message. The third one is to gather the required information
or facts. The fourth stage is to analyze and transform the information into message to
suit the audience. The fifth stage is identifying the format in which it needs to be
presented if it is likely to be presented in the written form. The final stage is to
interlace it with positive and polite words for maintaining the long term contact and
get repeat orders.
20.3.2 Writing the Message
The second step is to write the message in the appropriate form. The ideas, facts,
information and data are to be compiled in a concise form in a coherent manner.
Open the format with a clear statement on the main idea, provide details about it in a
logical sequence and conclude it with a cordial close. The global managers
understand the complication in terms of communicating the same to different
organizations in various countries with dissimilar cultural habits and behavioural
patterns and psychographic profile. This phenomenon calls for simplicity in the
writing part and use of popular words rather than occasionally used hackneyed
phrases.
20.3.3 Completing the Message
Though Bovee believes in compile the message, revise, produce and proof read them
to attain perfection, the author opines that the skill of producing perfect message in
one shot must be acquired in this fast changing world instead of repeating exercise
except in certain cases where the written message is prepared for special occasion.
The readability can be ensured by deciding the font, font size and style of
presentation. The print quality, alignment and insertion of photos or graphic
presentations will enrich the quality of written message.
20.4 FORMS OF WRITTEN COMMUNICATION
Written communication consists of information documented or data compiled,
classified presented to specific audience. It is presented in any one of the following
forms:
Letters
Notices
Agenda
Minutes
Handbooks,
Manuals
Research Papers
Technical proposals
Articles
Literary criticism
Review
Advertisement Copy
Brochure
Business reports
E-mail
Websites
SMS
MMS
20.4.1 Business Letters
Business letters are written with a view to achieve some purpose like making
enquiries, responding to enquiries, placing an order, demanding or refusing a credit,
selling commodities or services, requesting or refusing a favour, initiating or
attending to a complaint, making claims for damages, offering a discount, taking
measures for maintaining customer relationship, introducing a new product,
intimating changes in terms of sale, creating awareness about a new product, etc.,
The business letters expose of the personality of the individual who has written the
letter. They follow a standard structure like:
Heading
Date
Address of the recipient
Salutation
Greetings
Message
Complimentary close
Signature block
Additional elements such as those mentioned below may be included.
Addressee notation
Attention Line
Subject
Reference
Enclosure details
Copy notation
Mailing Notation
Postscript
Mobile/Landline Number
In Business letters, layout is another important factor. The layout can be classified as
conventional layout and left margin layout.
The business letters may be sent through post, courier or through e-mail. The e-mail
dispatch proved to be fast, economical and more reliable.
20.4.2 Notices
The Companies need to organize various meetings like annual general meeting,
extraordinary general meeting, etc., for which they have to issue notices in advance
to the members as per statutes. If there is need to make the information reach large
number of people for getting the best possible rate for the commodity proposed to be
sold through auction or tender, it may be notified. In the case of goods lost and
found, the founder may notify.
20.4.3 Agenda
The Agenda is a document that sketch out the sequence of events in the proposed
meeting. It is usually sent along with the notices and minutes of the previous
meeting. The urgent items may be included in a supplementary agenda, which may
be distributed even at the venue of the meeting. It facilitates the members to think
seriously and come prepared for the ensuing meeting.
20.4.5 Minutes
The minutes are record of official proceedings. It is prepared and circulated to the
members and they may bring to the notice of the chairman, in case there is
discrepancy in the minutes. The company secretaries are custodians of these
documents and they have to record the resolutions, special resolutions and other
information and inform the Registrar of Companies, if there is mandatory
requirement. Usually the date, time and venue of the meeting and the members
present are recorded in the minutes.
20.4.6 Handbooks
The academic Institutions, professional bodies, trade associations, Productivity
Councils often bring out handbooks which provide information about those
organizations.
These books usually contain history of the organization, the governing board, the
objectives of the organization, the programmes offered, the rules and regulations,
health and safety information, the facilities provided. It must be presented in a
simple language.
20.4.7 Manuals
The manual is a concise handbook about the design, drawings, operational details
Service facilities, warrantees, guarantees and other pertinent information about the
vehicles, equipments, gadgets prepared by the manufactures for the benefit of the
consumers. Nokia users' guide contain General information like keys, mode of
operation, SIM card insertion procedure, battering changing operation, switch off
and on basic functions , menu operations, battery operation, maintenance, safety,
information and information on accessories. Global business operators make the
manual multilingual. There are different kinds of manuals like:
(i) Technical manual
(ii) Laboratory manual
(iii) Procedure manual
(iv) Service manual
(v) User' manual and
(vi) Instructor's manual
20.4.8 Research Papers
A research paper is a structured document on the research work for reporting or
disseminating the new thoughts and processes. The Chicago manual of style or MLA
style manual, Guide to scholarly publishing and Publication manual of the American
Psychological Association can be followed in deciding the style of presentation. The
research papers must present a new idea, innovation or invention in procedures,
system or products or service and the compilation of data is not research.
20.4.9 Technical proposals
The technical proposals are offers given by technical experts for solving a technical
problem. It is well documented report on the feasibility of implementing an idea
along with the cost estimate and cost benefit analysis. It contains statement of the
problem, background information, scope and objectives, details of the proposal, cost,
estimate, evaluation from various angles and conclusion. The style of the report is
direct, unambiguous, structured envisioning about the need for solving the problem
and its impact in terms of efficiency, effectiveness, financial gains and other benefits.
20.4.10 Articles
Articles are scientific, technical, and social or research papers published in reputed
journals. These contributions enable problem solving, decision making functions and
add new dimensions to the domain of knowledge. Articles are evaluated on the basis
of its usability of the same in the operation of the organization. Most of the leading
journals screen the articles by blind review method. In case some modifications are
suggested by the reviewers, it may be communicated to the author for rewriting or
revising the article.
20.4.11 Literary criticism
The literature is used in business for softening the attitude of the buyer and for
opening remarks. The critical evaluation will add capability in negotiations. It will
reduce the stress and tension in business situations. Business people read such
criticism for enhancing their lateral thinking.
20.4.12 Review
The review is usually done by an expert in that domain. The reviewer read the book
thoroughly, appreciates the views, criticize as a reader, and evaluate it from the
practical user's point of view. Harvard Business review present one book review in
every issue. For example in a review written on "Leading Minds; An anatomy of
Leadership by Howard Gardner" the review expert warren Bennis quotes-Gardener
avoids the false dichotomies that mar much of contemporary literature about
leadership-He shows us that leaders are often both pragmatists and idealists-
Leadership is always a transaction between the leader, the followers and the goal or
dream. The evaluation of the presentation, appreciation of conceptual clarity, style of
presentation, the level to which it is attuned to the present literature in the market in
that domain are analyzed and concluded with uncomplicated comments on the utility
value of the book or article.
20.4.13 Advertisement Copy
Copywriting in advertising is the process of creating an idea though divergent
thinking. Copy is the text of an advertisement that is a powerful description of an
idea comprising of words that are twist, pun or punch for persuading, influencing,
reminding cajole, appealing or for impressing the potential buyer. It consists of the
following elements in its structure.
Caption:
Headline,
Photos/Pictures of Natural scenery models,
group of children or adults ,Monuments,
Products
Message
Story
Humorous information
Product description
Code: Name of sponsor, number of repeat advertisement and other information
required for payment
20.4.14 Brochure
The Brochure is the information sheet in the form of booklet or leaflet or pamphlet
used in marketing to reduce the oral communication efforts of salespersons. The
product description, its salient features, technical details, etc., are printed in a
concise form and handed over to the potential customer for inducing him to take a
purchase decision.
20.4.15 Business reports
Business reports contain analysis of critical factors and issues, development of a clear
statement of a problem, present key information and provide solution, suggestion
and recommendations. Reports are generated for monitoring and controlling
activities and for implementing new policies, procedures, rules, regulations and
system. In case Government enacts new norms for environmental safety or for
ecological balance, the units are asked to comply with those norms. At times the
functioning of the operations may be evaluated and steps are taken for increasing
productivity are undertaken and for that purpose experts may generate reports. In
general reports form a structured pattern. A detailed discussion on business reports
are given in Lesson 21.
20.4.16 E-mail
E-mail messages contain a header and body. Write the message in a way we say in
spoken words. Always compose the messages off the line. With the help of MIME
(Multipurpose Internet Mail Extension) large volume of messages can be
transmitted. Large volume of attachments can be sent. Just by apply reply button the
address and other information can be typed and thereby save time.


Please use headphones

20.4.17 Websites
The creation of website enables global dissemination of information, collaborative
action like sharing data is possible. In the decade of E-Business, getting orders,
supply for online ordering e-payments, logistics management is done with the
information presented in websites. The trade associations share the information
about the business environment in different countries. Websites are useful in acting
as an advertisement medium and web- polls are conducted for understanding the
consumer attitude towards the product, their brand switching behaviour and other
factors that influence the volume of sales of products.
20.4.18 Others
Other written communication forms like bulletins, handouts, newsletters are used for
sending required messages or information to the employees or to a closely knit
group. In advertising different written communication forms are used for arresting
the attention of the audience.
20.5 WRITING EFFECTIVE E-MAIL MESSAGES
The e-mail is an electronic message sent through internet from one computer to
another computer. E-mail messages are to be structured as per the features
advocated for written communication in this lesson and incorporate few more unique
characteristics.
E-mail messages may either be a reply to the mail received by you or you may initiate
a new mail. While replying cut and paste the question received through the e-mail or
gives the important point of that message and reply. When you initiate a mail, clearly
state the kind of response expected by you, either yes or no or a detailed reply. Your
message must be clear and simple. Understand the page layout issues. Follow the
under mentioned guidelines (A to Z) for using e-mail facilities.
Avoid sending personal messages to official e-mail id.
Brevity is essence in e-mail communication
Compose it offline and mail it Design meaningful messages
Ensure clarity
Follow etiquette
Goal must be clarity
Hit the right reply button
Initialism must be avoided
Justify the need for sending the mail
Keep backup of every e-mail
Limit the use of e-mail
Maintain chain of command
Never send critical, insulting information
Observe the code of sending messages
Password must be kept as secret
Respect the recipient through courteous messages
Send the files in compressed form
Try to summarize
Use standard abbreviations only
Virus free attachments are essential
Write in the correct language
Xenophobic messages must be avoided
Yield to the instruction of the organization
Zealous over check will kill your time. Use filters
Though organizations send e-mail in different styles the basic structure remains as

To : Address of the recipient
CC: Courtesy copy to persons other then the primary recipient
BCC: Blind courtesy copy-Mailing copy without disclosing the name of the
recipient

Subject: Central theme of the communication
Attachment : File that accompany the message
Message : The information transmitted by the sender

20.6 NEWS
The term NEWS in mass communication refer to the information gathered from
north, east, west and south. In business communication it connotes the central
theme of communication. The news must be brief and to the point. The news may be
good news, bad news, goodwill message, routine news or persuasive message. Each
category of news has certain unique features for achieving the intended purpose. In
global communication the way the different news is composed may have direct
impact on the volume of business, repeat orders and the relationship with the buyer
and supplier. The same word may give a dissimilar meaning in different geographical
regions, cultural environments and languages. Those cross cultural dimensions are
kept in mind while developing a message.
20.6.1 Good News
The news which the recipient will be pleased to receive is good news. The issuance of
appointment order, offering price cut, accommodating, the customer demand for
replacement or repair, accepting an invitation, awarding promotion or increment to
an employee, will bring cheer in the minds of the receiver. Whether it is oral or
written the opening remarks must contain the main idea and followed by the details.
The close is affable, mentions the good news interlaces with the desired action. When
such information need to reach large number of audiences such as potential buyers,
it can be done through press releases.
20.6.2 Goodwill Messages
The goodwill messages must be candid, frank, truthful, and sincere and honest. It
can be classified as
Congratulations
Appreciation
Condolences
The congratulatory messages may be sent during birthday, wedding day, graduation,
success in non-business competition, on the occasion of receiving awards, winning
an election, getting promotion or similar happy occasions.
When employees, colleagues, suppliers or business associates achieve some feat,
appreciating their achievement will motivate them and it is significant in their
personal life.
When people suffer from personal loss, tragedy occurs in the family or in the
organization; the condolence messages of friends, neighbours and relatives may
assuage their feelings. While writing condolence messages write it in your own words
instead of borrowing a phrase from someone. It may recall memorable occasion you
had with the person expired, in the tragic situation. It is customary to convey shock
and sadness on this occasion. Offer of help to the bereaved person may alleviate their
sorrow and ally their apprehensions.
20.6.3 Bad News
In business it becomes inevitable to communicate unpleasant messages to suppliers,
customers, employees or stakeholders. If you reject the consignment, turning down
the request for replacement, rejecting the applicants in the selection process,
difficultly in accepting the demand for higher bonus from the union communicate it
in a business-like fashion. Some extra care is to taken to frame the bad news. Never
say blunt no to the requests and do not be apologetic. Be brief and avoid hackneyed
phrases. The communication should not irk the feelings of the recipient.
20.6.4 Routine News
The messages such as reminding the unit heads about the deadline for delivery,
changes in specifications, policies, procedures and systems, responding to request for
credit, claims and lot more information is to be communicated every day for
transacting the business. The routine news must be composed and conveyed to the
recipient in the way he intends to receive the information. In this kind of news the
tone of the request, expression of assumption of logical basis, avoidance of personal
introduction that will lay to rest the main idea and , composing it in a straight
forward manner make the recipient to comply with the request. Providing
recommendation letters in deserving cases and outstanding candidates is yet another
form of communication. Mostly such kind of letters are confidential in nature.
Internet as medium of Communication
Internet has undergone a transformation from primarily a source of market
information to an e-commerce platform mingle information, transaction, exchange
of ideas and maintaining good customer relationship. It has thrown open new
challenges in the market like creation of virtual organization, creation of new cartels,
developing awareness among the potential buyers, exploiting competitive advantage
factors, ensuring payment, borderless trading and adoption of innovative strategies.
Knowledge products are being developed with the help of information sourced from
Internet. The advantages of Internet in communication domain can be summarised
as follows.
Speed and Accurate Information
Accessibility to information at all times
Ocean of knowledge
Eliminating middlemen in trade
Curtailment of unwanted cost
Bringing variety of entertainment at the doorsteps of consumers
Developing telescoping facilities
Conducting survey at Global level through E-Mail Survey
Getting feedback through web poll Mobile Phone as medium of
Communication
Mobile Phones changed the communication the individual makes wit individuals,
groups and organisations. The facilities like Short Messaging Service (SMS),
Multimedia Messaging Service (MMS), enable the user to exchange information,
saves them in distress, facilitates availing information, education and entertainment
while moving. It enables managing organizations even without restricting their
mobility. It enables the record of dialed numbers, missed calls, received calls and call
duration. It allows keeping the names, addresses and phone numbers of hundreds of
people and permits us to record tones, video clippings, take photographs, makes it
possible to do banking operations, investments, fund transfers, verification of
accounts, use media player, music player and radio. Mobile phones also perform the
task of time machines, calendars, reminding device, calculator, stopwatch
countdown device. It facilitates play of games. It can be described as one of the best
products ever produced as the best companion available to any one irrespective of
their status in the society.
20.8 SUMMARY
Written communication is an important segment of communication. Understanding
the purpose of communication, different forms of written communication and the
features of written communication along with the use of internet for speedy
communication through e-mail and websites is essential for using written
communication for achieving the desired goal. The content of the message may be
good news, goodwill news, routine news or bad news. The occasions like selection for
a job, promoting persons for a next level cadre, offering price concessions, extended
warranties and guarantees necessitate communicating the news in a happy tenor and
words that will being cheerfulness in the minds of the recipient. The bad news such
as termination of job, order or rejection of consignment, difficulty in accepting the
demands of the union is communicated in a convincing tone. In order to ensure good
relationship goodwill messages are sent on the New Year eve, birthday and wedding
day or election to a high office.
20.9 REVIEW QUESTIONS
1. Elucidate the three step writing process
2. Identify the purpose of communication
3. Enlist the forms of written communication
4. State the salient features of written communication
5. Outline features of good news
6. State the Characteristics of bad news
7. How will you structure the routine news?
8. Outline the procedure for preparing e-mail messages
9. How can internet be used for effective transmission of messages?
10. Identify the use of Mobile Phone in message transfer.


- End Of Chapter -
LESSON-21
REPORT WRITING


Learning Objectives
Know the significance of Report Writing
Assess the importance of report writing
Design dimensions of Oral and written reports
Identify the characteristics of a good report
Structure
Introduction
Importance of reports
Objectives of Report Writing
Characteristics of a good report
21.1 INTRODUCTION
C. A. Brown defines report as communication from someone who has some
information to someone who wants to use that information. A report is a professional
communication in a formal mode in an organization, institution or office. It may
report facts, investigate information, present the feasibility of a new product or
project, evaluate the existing procedures or assess the progress of projects. It is an
authentic form of communication which can be referred, even quoted in a court of
law, or cited in a newspaper column. A report is the description of an event,
occurrence, incident, change or happening noticed in a business operation. It is
presentation of fact based on evidence to a specific audience.
21.2 THE IMPORTANCE OF REPORTS
A report is a fundamental management document used in decision-making. The
reports are critical elements in administration. In large organizations reports are the
mechanism by which the information from various offices are gathered and complied
for the review of top level executives. These organizations are engaged in the
multifarious activities, which are being handled by different departments and various
other strategic units. The Chief executive or his immediate subordinates may not be
able to keep a personal observation over the activities of the organization. Thereby
they need rely on communication received from different offices, especially reports to
take decisions.
21.3 OBJECTIVES OF REPORT WRITING
The objectives of report preparation vary from situation to situation. However some
important objectives are enlisted below.
To present record of research or investigation
To communicate the expectations of consumers
To inform the progress of a project
To record the competitive position of a brand
To communicate the results of an enquiry
To document the status of a research
To record the results of an experiment
To certify the accomplishment of a task
To record specifications of a product
To present the compilation of performance
To recommend action against an offender
21.4 CHARACTERISTICS OF A GOOD REPORT
21.4.1 Accuracy of Information
A good report must contain accurate data, information and facts. The author of the
report must verify and validate the information received by him before preparing the
report. He will source it from authenticated sources, if it happens to be secondary
information. If it is primary information he must use valid instrument for collecting
accurate information.
21.4.2. Brevity
A report should be as brief as possible. The executive time is valuable. It should not
be taxed unnecessarily. The brevity should not be achieved by compromising on
clarity. The information analyzed and synthesized must be complete. Inadequacy of
information may led to wrong decisions. For example the top level executive may call
for one page report every week for tracking the income and expenditure or cash flow
in the organization. The format of the report must contain vital income sources and
major expenditure heads.
21.4.3. Clarity
Effective reports must be completely clear. Arranging facts, data and information in a
coherent manner make the report clear. The reporter must clearly spell out the
purpose, source of information, his findings, opinion, suggestions and
recommendations. Every word must be meaningful. Always use simple words and
divide the report to as many paragraphs as possible.
21.4.4. Preciseness
In a good report, the writer is very clear about the exact purpose of writing it. His
investigation, analysis and recommendation are directed by this central purpose.
Precision give a kind of unity and coherence to the report and makes it a valuable
document.
21.4.5. Relevance
The facts presented in a report should be relevant to the purpose of the report. While
it is essential that every fact included in a report has a bearing on the central
purpose, it is equally essential to see that nothing relevant has escaped inclusion.
Irrelevant facts make a report confusing exclusion of relevant facts renders it
incomplete and likely to mislead.
21.4.6. Reader-orientation
A good report is always reader-oriented. The position of the person who is going to
read and review the report must be kept in mind while preparing a report. A report
meant for top level must be concise and middle level can be a detailed one. The
report exchanged among the professionals can have the technical jargons.


Please use headphones

21.4.7 Objectivity of recommendations
If recommendations are made at the end of a report, they must be pragmatic and
impartial. They should come as a logical conclusion to investigation and analysis.
They must not carry personal prejudices of the reporter.
21.4.8. Simple and unambiguous languages
A good report is written in a simple, lucid, unambiguous language. The use of
appropriate words eliminates confusion. It is a kind of document prepared for
practical utility; hence it should be free from various forms of poetic embellishment
like figures of speech, idioms and phrases.
21.4.9. Grammatical correctness
The grammatical correctness of language of the report is the basic requirement. In
this information technology age, grammar and spell check facilities are available in
word processing software. It may not be a big issue for those who prepare the
reports.
21.4.10. Specific format
If the person who is going to review specified the format, it must be presented in that
format. The project report submitted by a management graduate may be prescribed
by the University. It must be prepared in that format.
21.4.11. Illustrations
The use of tables, graphs and other graphical presentations make it easily
understandable. The photographs, drawings and charts illustrate the information in
a crystal clear manner.
21.5 SUMMARY
The reports are important documents in business. The basic understanding about the
significance and character of the report facilitates preparation of good reports. The
report must be precise, clear, coherent, relevant and grammatically accurate. It must
be presented in a simple and unambiguous language. It is ways wiser to make it
concise.
21.6 REVIEW QUESTIONS
1) Define reports
2) Differentiate oral and written reports
3) State the objectives of report writing
4) Outline the characteristics of a good report
5) Why reports are significant to managers?



- End Of Chapter -
LESSON - 22
METHODOLOGY AND PROCEDURE OF WRITING REPORTS


Learning Objectives
Distinguish different forms of reports
Elucidate the methodology and procedure of writing reports
Recognize the features of Oral and written reports
Structure
Introduction
Methodology and Procedure of writing different reports
22.1 INTRODUCTION
A report is the result of systematic plan and careful presentation of information
collected and analysed for a specific audience. Handbooks and Style Manuals contain
step by step instructions for writing reports. In the introductory part brief outline of
the need for the study and the terms of reference given by the assignee of the work.
Audience analysis is the next logical step. The objectives of the research, hypothesis,
sources of data, data collection methods are to be outlined before presenting the
analysis and conclusions. Modern Language Association of America Hand Book,
Style Manuals like Publication Manual of the American Psychological Association,
Chicago Manual of Style contain the detailed description of mechanics of writing
reports like punctuation, spelling, use of italics for emphasis, titles of works, use of
quotations, places of capitalisation, size of paper, margin, spacing, heading, title page
and numbering procedure, tables, illustrations, corrections and insertions and
citation of books, periodicals, magazines and other sources of data and type of
binding preferred.
22.2 TYPES OF REPORTS
The reports are classified on the basis of its purpose, frequency, mode of
presentation. They are
Project Reports
Progress reports
Status Reports
Periodic Reports
Inspection Reports
Investigation Reports
Interim Reports
Completion Reports
Research Reports
22.2.1 Project Report
The project reports are prepared after making a thorough study about the feasibility
of starting a project. The investment required, the technical feasibility, financial
viability, market viability, cost of land, machinery, profitability, cash flow, working
capital arrangements and other relevant information are presented. Project reports
are basic document required by financial institutions for financing projects.
Usually PERT charts are appended to understand the time frame required for
completion of the project, location where resource transfer is possible, bottleneck in
completion of the project are easily identified.
22.2.2 Progress Report
The progress report are evaluation reports that facilitates monitoring the progress or
execution of the project whereby the stage of completion, problems encountered,
reasons for delay are identified and remedial actions are taken.
22.2.3 Status Reports
Status reports are yet another form of progress report which explicated states the
stage at which the project stands and the reason for the delay if any. It may not state
the different levels of progress, but the present status. For example if the status
report is called for about a road development project, the number of bridges
constructed, the culverts completed, the layer executed are to be stated in the status
report.
22.2.4 Periodic Reports
These kinds of reports are sent at period intervals like, daily report, weekly report,
fortnightly report, monthly report, bimonthly report or some other time frame may
be specified. These reports record information in time and hence it cannot be
adjusted on a later date. The monthly sales report presents monthly sales figures.
The management can take measures to reposition if there is slackness in sales.
22.2.5 Inspection Reports
Inspection reports are sent by supervisory authorities to inform the top management
about the state of affairs in their units or branch set up. The Reserve Bank of India
may send inspection team to assess whether the commercial banks comply with their
instructions or not. All India Technical Council send inspection team to various
engineering colleges, management institutes, institutes of hotel management,
pharmacy colleges to assess the facilities provided in these institutions.
22.2.6 Investigation Reports
In case there is fraud, corruption, complaint of harassment, an individual or a team
is dispatched to find out the truth. When there were complaints about the large-scale
omission of eligible persons from the votes list Election Commission dispatched an
inspection committee. At the end of the investigation the committee submitted its
report. In global level operations, investigation at periodic intervals becomes the
basic necessity.
22.2.7 Interim Reports
Whenever the submission of reports take longer duration or delayed due to some
reason, interim reports are submitted for communicating quick assessments. In case
of disputes the delay in the award may jeopardize the interest of one of the parties to
the dispute, the committee or commission may give an interim report. Pay
commissions are appointed at a periodic interval of 5 years or 10 years. If the reports
are delayed for thoroughly assessing the needs and capability of the employer, then
an interim report may be released.
22.2.8 Completion Reports
The release of grant, aid or loan may depend on completion of the project. The final
installment may be released after the execution of final phases of work. At this
juncture the completion report becomes inevitable.
22.2.9 Research Reports
Research is identification of a problem, setting hypothesis, gathering of information,
synthesizing and analyzing information, recording findings, suggestion new
approach or new ideas for solving a problem.


Please use headphones

22.3 ORAL AND WRITTEN REPORTS
The basic classification of reports is oral or written. An oral report is simple and easy
to understand. It facilitates quick and immediate action. On the other hand written
reports are permanent records, easily retrieved and can be produced as proof. It has
got legal validity. It has got several advantages over the oral reports.
An oral report can be denied at any time. But a written report is a permanent record.
The reporter cannot deny what he has reported once.
An oral report seems to be vague. It may be weighed down by the presence of
irrelevant facts while some significant information may have been overlooked. In a
written report, the writer tries redraft and revises and present more accurate and
precise information or data.
A written, report can change hands without any danger of alteration during
transmission, whereas oral report may get distorted when it pass through different
persons.
A written report can be referred to again and again and the oral report is one time
affair.
22.4 INFORMAL AND FORMAL REPORTS
Informal reports are communicated to higher level authorities when the person is
dissatisfied with the decision of the persons subordinate to the recipient of the
report. In order to assess the state of affairs the top level executive may ask someone
connected or not connected with the industry to report to him about espionage,
suspected fraud or bribery. These reports are investigative or suggestive in nature.
Formal reports are sent to different authorities as per the orders or instruction of
higher authorities. It must be structured properly. It may be statutory or mandatory.
Annual Reports are to be submitted to shareholders as per Law. Reports are to be
submitted to the prescribed authority in Government.
22.5 SUMMARY
The classification of report entails assessment of content of the report on the basis of
purpose, frequency, urgency, mode of presentation or statutory requirements. These
are called oral report or written report, formal report or informal report, periodic
report or routine report, special report, statutory report, investigation report,
inspection report, project report, progress report, status report, completion report or
research report.
22.6 REVIEW QUESTIONS
1. Differentiate formal and informal reports
2. Distinguish oral and written reports
3. Outline an investigation report
4. State the features of Project Report
5. Elucidate the structure of a research report
6. What do you mean by interim report.


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LESSON - 23
BUSINESS REPORTS AND ACADEMIC REPORTS


Learning Objectives
Know the significance of business reports
Understand the features of an academic report
Structure
Introduction
Business Reports
Classification of Business Reports
Structure of Business Reports
Academic Reports
Characteristics of an Academic Report
23.1 INTRODUCTION
In the previous two lessons the report writing process and types of reports are dealt
with. In this lesson we will discuss the need for understanding the uniqueness of
business reports and the process of generating the reports. The business reports are
used to monitor internal operation and communication with other entities in
conducting the business. The basic understanding about the classification of reports,
the purpose of generating reports, the content of the reports, time involved in
preparing the report, the level at which it is reviewed determine the length and style
of the report. The electronic media is extensively used in Global business operations
for taking quick decisions, take minimum reaction time, send communication swiftly
to out win the competition, creating awareness in the minds of consumers,
expediting and making payments in time to suppliers and maintaining good
relationship with Government and its agencies. At times Reports are to be submitted
in time to Registrar of companies, Income Tax authorities, Pollution Control Board
and other agencies as per Law.
23.2 BUSINESS REPORTS
All organizations need to evolve a system whereby many reports are received in time;
special reports are prepared as per the instructions of higher authorities. The
objective of business report may be
Updating information
Identifying mission and vision
Developing targets to the achieved
Spotting new customers
Submitting monthly progress and accounts
Summarizing the activities for a specific period
Disseminating information
Explaining new process and procedures
Setting new goals
23.3 CLASSIFICATION OF BUSINESS REPORTS
The purpose, length, mode of transmission of business reports determine the
classification to which it belongs. Those reports are
Letters
Memo
Pre-printed forms
Detailed reports
Vouchers
23.3.1 Letters
The letters are important forms of business communication. Letter reports are
different from letters. According to Meenakshi Sharma the under mentioned five
steps are important in letter reports.
Authorization
Statement of problem
Summary of finds
Development of the report
Conclusions and Recommendations
23.3.2 Memo
In order to communicate routine problems and decision to solve those problems are
communicated through a memorandum shortly called as Memo. The memo contains
instructions, information and request. It is kept as permanent record. Usually it is
closed with a signature at the end as means of authentication. Memo report is shorter
than the letter report.


Please use headphones

23.3.3 Pre-printed Forms
In the case repeated use of format, pre-printed forms save time and effort. Only the
information is filled in so that the recipients need not waste his time in reading the
format. The inspection reports or informational reports are sent through pre-printed
forms. The application forms used by candidates to communicate their credentials
belong to this type. The Travelling Allowance Bills, Advance Bills, Log books in
vehicles, consumption statement of major inputs in production are few reports sent
in this format.
23.3.4 Detailed Reports
The preparation of feasibility report for producing a new product, opening a new
branch, setting up of a strategic unit, and the idea of collaborating with other players
in the market warrant detailed study. The proceedings of disciplinary committee,
investigation reports, annual reports incorporating the profit and loss account and
balance sheet are detailed in nature. The structure of the report usually contain,
abstract, introduction, body of the report divided into few chapters, Summary,
Appendices, Annexure and Glossary. It may be written in few pages or in several
hundred pages. The time at the disposal of the recipients determine the length of the
report.
23.3.5 Vouchers
Vouchers are reports authenticated documents received for payments. The
expenditure statements are prepared on the basis of vouchers available. Vouchers
contain name of the recipient, date, the amount paid and purpose of making such
payment.
23.4 STRUCTURE OF BUSINESS REPORTS
The structure of business report takes into consideration the following factors like
the need of the recipient, mandate given and the existing practice in that
organization. In the views of Peter Thomson the information delivered is important
than the structure. Confidential Reports are usually prepared in a much more concise
manner. In all these reports sufficient space must be provided for recording the
remarks, opinions and views of the higher authorities.
23.5 ACADEMIC REPORTS
Academic Reports are classified as :
(1) Research Papers
(2) Dissertation or Thesis
(3) Project Report.
Those are organized presentation of investigation of new ideological configuration or
exploring the possibility of applying a concept to a pragmatic situation. The research
is meticulous search for information in journals; books and other publications for
critically evaluate the validity on a logical basis.
23.6 CHARACTERISTICS OF AN ACADEMIC REPORT
Academic reports are structured reports presented in written form with the following
components.
Title
Declaration
Author Identification
Synopsis
Introduction
Literature Review
Background Characteristics
Methodology of research
Discussion and results
Conclusions
Bibliography
Annexure and Appendices
23.7 SUMMARY
The business reports are distinct category in reports, where money is involved in
every discussion and recording. The objectives are commercial, efficiency, speed,
profitability and cost reduction. The reporting must keep in mind the time available
to at the disposal of reporter and receiver of the message. The academic reports are
well thought out presentation of documented results of an investigation with a view
to disseminate knowledge. The professional advancement and not the monetary
gains are motives for this kind of presentations.
23.8 REVIEW QUESTIONS
1) Classify Business ports on the basis of frequency.
2) Differentiate analytical and informational Business reports
3) Describe the process of planning business reports
4) Elucidate the method of preparing business reports
5) State the features of a good business report.



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LESSON - 24
BIBLIOGRAPHY & ETHICS IN COMMUNICATION


Learning Objectives
Presenting the style of works cited
Understand Ethics in Managerial communication
Structure
Introduction
Documentation of References
Plagiarism
Ethics in Managerial Communication
24.1 INTRODUCTION
Every research work is based on previous research. Researchers begin their research
after reviewing the researches completed in that domain of research. This process
provides continuity in knowledge development and facilitates avoidance of
duplication in efforts. It has become convention among the researchers to
acknowledge the efforts of predecessors. Using other persons ideas, views,
expressions, quotations without giving due credit is considered as intellectual theft.
This kind of action is known as Plagiarism and it is moral and ethical offence rather
than a legal one.
Ethics in communication focuses on individual managerial behaviour in
communication. Managerial Ethics in the international environment focuses on
moral judgments about the "lightness" and "wrongness" in sending the message,
selecting the media, listening, receiving the message and in conveying the feedback.
24.2 DOCUMENTATION OF REFERENCES
While preparing a report or doing research if the person preparing the report or
dissertation conies across the information or opinion should site the sources. A
record of such sources is called Bibliography. A brief description about the system of
internationally accepted structure is presented below.
A. Book

Author's Name
Title of the book
Edition
Place of publication
Publisher's Name
Year of Publication

B. Article in a Scholarly Journal

Author's Name
Title of the article
Title of the Journal
Volume Number
Year of Publication

Inclusive Page Number of the article(the number of the page on which the article
begins, a hyphen, and the number of page on which the article ends)
C. News paper or Magazine article

Author's Name
Title of the book
Title of the periodical
Date of Publication
Inclusive Page number of the article.

D. Internet Source
Author's Name
Title of the document
Full Information about any Previous or simultaneous Publication in print form
Title of the scholarly project, database, periodical, or professional or
personal site
Name of the Editor of the scholarly Project or data base
Date of electronic publication or last update
Name of the institution or organization sponsoring associated with the site
Date when you accessed the source Network address or URL

E. Two or more Books by the same author
Two or more books by the same author is cited, give the name of the author in the
first entry only. Subsequent entries in place of the name type three hyphens followed
by a period and the title. The three hyphens stand for the same name in the
preceding entry. If the person named edited, translated, or compiled the book, place
a comma (and not a period) after the three hyphens, and write the appropriate
abbreviation (ed., trans., or comp.) before giving the title. If the same person served,
as, say the editor of two or more works listed consecutively the abbreviation ed. must
be repeated with each entries.
24.2 ETHICS IN MANAGERIAL COMMUNICATION
Ethics in Managerial communication focuses on two different dimensions viz.
teleological perspective and deontological Perspective. The teleological perspective is
based on utilitarianism. It is based on the concept whereby the evaluation of action
in terms of the consequences of that can produce greatest good for greatest number,
of people. The deontological system of ethical behaviour holds that the rightness or
wrongness of human behaviour can be judged.
Guo Ming Chaen advocates four basic principles for adoption in communication
while communicating across cultures.
- Actively seek mutual ground: Both parties must be flexible to accommodate
the cultural sentiments of other person.
- Send and receive messages without judgment: Both of them must recognize
the value systems are different in different cultures and they should not embed
cultural factors in the information generated by them.
- Send messages that are honest: In order to ensure credibility and trust
worthiness they must communicate in a honest manner. Never add falsehood in the
transmission of information.
- Show respect for other cultures: It becomes imperative in the world of cultural
diversity and divides in different spheres of activities. Both parties must respect the
culture of other person.
Thomas Donaldson enlists ten rights mentioned below must be given to the
employees in business without violating human rights.
1. Freedom of Physical Movement
2. Equal ownership rights
3. Freedom from torture
4. Fair trail in case of misconduct
5. No discrimination on the basis sex, race, religion
6. Freedom of speech
7. Physical security
8. Minimal education
9. Participation in politics
10. Subsistence
24.3 ETHICAL CODE IN MANAGERIAL COMMUNICATION
The author strongly advocates the following ethical codes in managerial
communication.
1. Maintain confidentiality of information
2. Never use official information for personal purpose
3. Do not offend the cultural values of others
4. Respect the sentiments of others
5. Be honest and impartial
6. Never distort facts
7. Follow the best traditions in managerial profession
8. In no way criticize the communication of others
9. Use the technology to speed up communication
10. Be honest while preparing cost estimate
11. Listen and reply
12. Do not act negatively to negative feedback.


Please use headphones

24.4 SUMMARY
The research is built on the prior research. Previous research contributions are to be
properly acknowledged. Bibliographies are lists of publications cited in Research
Papers, Books, Articles, Scholarly Journals, Newspaper or Magazines or accessed
through internet. The ethical and moral dilemma is a crucial question in all spheres
of activities. The information being the basic input in decision making process,
following ethical codes become inevitable task for those take part in the
communication process. In the international business diversity and chances for cross
cultural conflict are more. The ethical codes may be evolved for ensuring fair play in
communication
24.5 REVIEW QUESTIONS
1) Identify professional ethical code in communication
2) Elucidate the style of documenting the sources of information
3) Elucidate the principles of Guo Ming Chen in ethical communication
4) State the ethical code for managerial communication
24.6 REFERENCES
1)BoveeL.Courtland, John V.Thill and Barbara E.Schatman (2003) Pearson
Education (Singapore) Pte. Ltd., Delhi
2)Lillian H.Chaney and Jeanette S.Martin, International Business Communication,
Prentice Hall , Upper saddle River, New Jersey.
3)Kristen Bell DeTinne,(2001) Guide to electronic communication, Prentice Hall ,
Upper saddle River, New Jersey
4) J.Michel Sproule (1981)Communication Today ,Scott, Foreman, Glenview III
5) David A.Victor (1992), International Business Communication, Harper Collins.,
New York.
6) Techniques of Communication 1995 Lawrence Ragan Communication
7) Iris Varner (1991), Contemporary Business Writing Dryden Press, Chicago.
8) Mary Munter (2000) Guide to Managerial communication, 5
th
ed., Prentice Hall ,
Upper saddle River, New Jersey
9)Dale G.Leathers (1986), Successful Nonverbal Communication Macmillan New
York
10) Linda Driskill (1992) Business and Managerial Communication: New
Perspectives: Harcourt Brace Jovanovich, Orlando.
11) Rajendra Pal, J.S.Korlahalli, Essentials of Business Communication, Sultqhchand
& sons, New Delhi.



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