Effective Communication

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Chapter 1: The Process of Communication

1. Communication
Communication is the process of sharing thoughts, ideas, and emotions with
others, and having those thoughts, ideas, and emotions understood. It needs a
sender, a message, and a receiver for communication to take place.

2. Importance of Communication
ƒ To impart /transmit /exchange ideas or information
ƒ It includes speaking, listening, writing and non-verbal skills
ƒ It is the essence of social interaction
ƒ It influences what others think about you and how well they understand you.
ƒ It also determines to a large degree your self-esteem, assertiveness and
social adjustment.

3. Effective Communication
ƒ Transmitted information reaches the receiver exactly as the communicator
wants it to.
ƒ Both communicator and receiver understand a topic in a similar manner.
ƒ Emotions of the communicator are passed on to the receiver.

4. Communication Process

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Sender: The communicator or sender is the person who is sending the message. There
are two factors that will determine how effective the communicator will be. The first
factor is the communicator’s attitude. It must be positive. The second factor is the
communicator’s selection of meaningful symbols, or selecting the right symbols
depending on your audience and the right environment.

Encoding:
ƒ The sender generates thoughts to be conveyed.
ƒ The sender encodes the thoughts with both verbal and non-verbal cues (Gestures).
ƒ Noises from outside may disturb the encoding, which may alter the meaning.

Noise: Noise is defined as any unplanned interference in the communication

environment, which causes hindrance in the transmission of the message. Noise
distorts interpretation or the decoding part of the communication process.

Message: A communication in writing, in speech, or by signals

Transmission: The encoded message gets transmitted to the receiver. During the
transmission, the both external and internal noise may alter the intended meaning of the
original message.

Channel of Communication: Communication channels means the medium or media

through which message passes.  The most commonly used channels include air, light,
electricity, radio waves, paper, and postal systems. Note that there may be multiple
channels associated with the multiple layers of transmission.

Receiver: The receiver is simply the person receiving the message, making sense of it,
or understanding and translating it into meaning. Now think about this for a moment: the
receiver is also a communicator. How can that be? (When receiver responds, he is then
the communicator.) Communication is only successful when the reaction of the receiver

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is that which the communicator intended. Effective communications takes place with
shared meaning and understanding.

Feedback: Feedback is that reaction. It can be a verbal or nonverbal reaction or

response. It can be external feedback (something we see) or internal feedback
(something we can’t see), like self-examination. It’s the feedback that allows the
communicator to adjust his message and be more effective. Without feedback, there
would be no way of knowing if meaning had been shared or if understanding had taken
place.

Types of communication:
I. Verbal
Among the various forms of communication, verbal or oral communication is
considered to be the earliest and common medium of communication. The basis of
communication is the interaction between people. Verbal communication is one way
for people to communicate face-to-face. Some of the key components of verbal
communication are sound, words, speaking, and language.
Forms of Verbal Communication:
ƒ Written
9 Letters
9 Resume
9 Reports
9 Agenda, Minutes
9 Project Proposals
9 Handouts
9 Abstracts
9 Notes
9 Presentations – PowerPoint and Paper

ƒ Oral
9 Conversations

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9 Introductions
9 Speeches
9 Group Discussions
9 Interviews
9 Presentations – PowerPoint and Paper

The essential ingredients of good verbal communication:

Brevity: A message to be delivered should be brief. It should neither be too short

or too long. One can achieve brevity by taking pains and framing short sentences
rather than lengthy and complex. Using precise words, simple and familiar words
and avoiding superfluous words are important factors in effective communication.
Avoid jargon- In conversation, we must be conscious to avoid jargon because
only people who are well-versed in a particular subject can understand. It may be
called legal jargon, military jargon, commercial jargon etc. But in general
conversation, the words used must be clear other people as well.

Seven C’s of communication: Francis J. Betgin advocates that there are seven
Cs to remember in verbal communication. They are:

ƒ Candid
ƒ Clear
ƒ Complex
ƒ Concise
ƒ Concrete
ƒ Correct
ƒ Courteous

Sequences: Presentation of matter in a logical sequence is yet another

important principal of effective communication. The speaker should not jump
points or change the sequence. Consistency, continuity and logical development
of the subject matter should be there. The manner in which speaker says
something is important than the something itself that matters in communication.

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Adjectives, adverbs and prepositions: Adjective and adverb should be used

where necessary. They emphasize the meaning with degree of importance and
use of unnecessary prepositions should be avoided. For instance, ‘All employees
must follow the safety regulation in regard to work’. Here, the word ‘about’ can be
used in place of “in regard to”.

II. Non-verbal
Communicating a message without using arbitrary symbols i.e. words or meaning
of words is termed as “non-verbal communication”. Non-verbal language consist
of hidden messages, it is the cues which convey the messages. Non-verbal
messages express true feeling more accurately than the spoken or written
language. Non-verbal messages do not have universal meaning. In different
context they vary. Our sensitivity to non-verbal messages increase with
experience and age. According to one study, only seven percent of a message
effect is carried by words and listener receive other 93% through non-verbal
means.
9 Gestures/Body language: The term ‘kinesics’ means the study of body
language. Body language or kinesics behavior is the most widely
recognized form of non-verbal communication. Body movements, like facial
expression, eye contact, etc., convey different messages to different people
directly or indirectly. Marks or symbols used to mean something is termed
as signs of language. Gesture is used in the place of words, number, or
punctuation marks in the sign language. The language system of the deaf
people and the hitch-hiker’s finger is the example of the sign language.
9 Time: The time factor also plays a role in communication. If an individual is
always late in his commitments, he conveys much regarding his personality.
In the same way, a person in a hurry can provide some information that he
has a commitment somewhere else.
9 Posture
9 Dressing: The general appearance of an individual often provides clues to
his social status, lifestyle, and economic background. It also gives an idea
regarding the emotional state of the person.

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9 Physical touch: Physical touch is also important in non-verbal

communication. In some circumstances, it is difficult to express feelings in
words and touch proves more effective. For example, an arm around the
shoulders of a grieved relative or friend can be solace and releases tension.
9 Signs and Symbols: Marks or symbols used to mean something is termed
as signs of language. Gesture is used in the place of words, number, or
punctuation marks in the sign language. The language system of the deaf
people and the hitch-hiker’s finger is the example of the sign language.
9 Gifts: Gift has always has a positive meaning. It shows one’s love and
affection for someone dear one.
9 Silence: In many circumstances, silence also is an effective medium of
communication. Through silence, some people evoke response from others.
Sometimes, silence itself is considered equivalent to speech. However,
Silence as a Medium of communication is considered as a dangerous mode
of communication.
9 Paralanguage: Another important dimension of non-verbal communication
is paralanguage. Sounds are the basis for paralanguage. Paralanguage
include tone of voice, power or emphasis, pitch, rhythm, volume, pause or
break in sentence, speed of delivery, loudness or softness etc. These
languages too influence meaning and convey messages.

Kind of Communication
ƒ Interpersonal
ƒ Group
ƒ Mass

Need for Effective Communication

ƒ Shapes the approach of an individual towards another
ƒ One represents not merely oneself but the organization/institution.

Communication in Management
ƒ Management involves communicating with and through people

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ƒ Communication is the lifeblood of an organization without which it will fail to

function effectively, will be unable to reach its goals and will ultimately perish.

“I kept six honest serving men they taught me all I knew their names were what and
where and when and how and why and who
- Rudyard Kipling

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Chapter 2: Barriers to communications

Barriers
Barriers are influencing factors, which impede or breakdown the continuous
communications loop. They block, distort, or alter the information.

The main barriers are:

a. Organizational barriers
1. Policy: Broad objectives and policies of the organization are laid down by the
top management. They are broad guidelines for everyone in the organization to
follow. They change behavior or the receiver. Policy is generally in writing. If
policy is not supporting the flow of communication, vertically and horizontality, it
acts as hurdle in the smooth flow of communication.
2. Rules and Regulations: Formal communication should follow the path of flow
the communication. Organizational rules and regulations sometimes work as
obstacles for transmitting message. They prescribe rigidly in the message to be
communicated as well as the channel to be followed and through which alone the
communication must move. The rules are so rigid and formal that they restrict the
free flow of communication and result in delay in decision-making process and
action.’
3. Status and Position: In two-way communication, status and position block the
flow of communication, particularly in upward flow. The reasons are non-listening
attitude of the superior, non-answering and interpreting as well as withholding
information etc.
4. Complex organization: Complexity in organization structure is also equally a
serious problem in the smooth flow of communication. The organizational
structure has an important influence on the capacity of the members to
communicate. Complexity involves many layers of supervision, long distance,
more lines, communicating gaps, organizational distance between the workers
and the top management. Problem arises when the organizational structure is
not properly defined. It is necessary to assign the responsibility and authority,

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and to clear the channels for a wealthy organization. Thus communication is

likely to be ineffective and over harmful. These barriers are:
ƒ Lack of chain of command
ƒ Bureaucratic delay
ƒ Political manipulations
ƒ Class confects
5. Facilities: The management in every organization must provide minimum
facilities to handle message load and to communicate effectively. Facilities like
typing pool, media, mechanical instruments carriers, cost etc. Organizational
facilities are indispensable for smooth, proper and a timely flow of
communication. The purpose of communication is defeated if minimum facilities
for transmitting message are not provided.

b. Organizational Climate Barriers: These are the barriers that are created due to
problems in the culture of the origin and also due to lack of proper directions of the
managers or top brass. These are as follows:
1. Fear
ƒ Fear of being misinterpreted
ƒ Fear of distortion by gossip
ƒ Fear of exposing oneself to criticism
ƒ Fear of getting fired
2. Poor or Ego-centered supervision: Poor supervision may create obstacle in
the communication process. Typically, the person may thrive that s/he is being
ignored or dominated.
3. Insincerity and lack of confidence: Insincerity means that communication is
superficial. Lack of confidence means that, message is not trustworthy.

c. Personnel Barriers:
1. Semantic problems: Science of meanings is termed as semantics. Language
barrier may manifest itself in the form of misinterpretation of words, gestures,
translation, and meaning of signs and symbols. A word can carry as many as five
hundred meanings. Semantic barriers arise due to differences in meanings,

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which people attach to the different words. The meanings of the word are not in
the words are not in the words, these are with us. A poor choice of symbols or
their confused meanings could distort communications. A Semantic barrier can
be divided into the following categories:
ƒ Words: if an American tells an Indian to put something in the “boot” the
Indian will look at his shoe, but the American is referring to the rear of his car.
ƒ Gestures: While a Belgian nods his head left to right to signal no, the British
does the same to signal yes.
ƒ Translation: anybody who has spoken to an American and an Englishman
will see how the same language and words differ. Our simple lift is known as
an elevator and an escalator.
ƒ Signs and symbols: Making a circle of the thumb and first finger signals the
message “A – one” to an Indian, the very same sign signals an
unmentionable cussword in German.
ƒ Frames Of Reference: A scientist will consider “U-N-I-O-N” a term related to
electronically uncharged particles, while a production manager will consider it
a group of meddlesome workers.
ƒ Space: People use space to indicate two categories of feelings toward
others, Proxemics, or the distance between people, indicates the people’s
attitude toward each other. Territory, the amount of space a person controls,
indicates status.

2. Cultural differences:
ƒ Cultural barriers arise due to peculiarities/ variations within and between
cultures
ƒ Their effect is deep set as
1. They are deeply embedded in a society,
2. They have an emotional string attached to them,
3. Their effect is often not realized
ƒ Often they arise as people presume the existence of ‘universals’
ƒ They are difficult but not impossible to overcome

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ƒ Cultural Barriers types: Visual barriers and Traditions

ƒ Means to Overcome Cultural Barriers
ƒ Careful study of the culture
ƒ Willingness to move with the times

3. Psychological Barriers:
These arise due to attitudes, bias or a closed mind, emotions, perceptual
variations, mental competencies, sensory differences, tendencies to exaggerate,
and lack of listening skills.
ƒ Attitude: If the listener feels superior to the speaker he will not get the
complete message.
ƒ Bias: If you dislike the speaker you will not hear him out.
ƒ Heightened emotions: If you are angry or happy to a great degree you will
not be able to communicate effectively. Insecurity, worries, fear, sorrow, and
shame can all act as barriers.
ƒ Perceptual Variations: The problem with communicating with others is that
we all see the world differently. If we didn't, we would have no need to
communicate: something like extrasensory perception would take its place.
Sometimes it also causes disruption in communication. The word “u n i o n”
will be seen as un-ion by a chemical scientist but as union by a management
graduate.
ƒ Mental competency: a five year old will not understand what “NaCl” means.
ƒ Sensory differences: a blind person cannot appreciate the concept of colors.
ƒ Exaggeration: leads to the distortion of facts.
ƒ Listening: It is much more than merely hearing the speaker. It involves
assimilation, understanding and retention as well.
ƒ Halo Effect: Subconscious evaluation of the Source tends to color our
reaction to the message. If we like the person we will believe him, if we dislike
the person we may not trust the message he delivers.
ƒ Stereo Typing: Judging the whole group or community on the deeds/
activities of person belonging to them. E.g. Attitude of Americans, towards all
Islamic people after attack on World Trade Centre.

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d. Physical barriers:
ƒ Noise – Physical/Semantic
ƒ Distance
ƒ Fatigue – Physical/Mental
ƒ Attention Span
ƒ Defective Sender/Receiver
ƒ Time
Physical barriers can be avoided by:
ƒ Careful choice of time/place of communication on a mutually convenient basis
ƒ Avoiding excessive jargon
ƒ Careful coding of the message
ƒ Summarization/repetition of important aspects of the message
ƒ Use of audio-visual aids
ƒ Awareness of the Receiver
ƒ Neutralizing peculiarities

e. Technical Barriers:
ƒ Technical malfunction
ƒ Wrong time of communication
ƒ Space and geographical distance
ƒ Mechanical failure
ƒ Disturbance
ƒ Physical Obstruction - too much emphasis on the information structure

How to Overcome Barriers to Communication

1. General Awareness on importance of communication
2. Organizational facilities - Free Flow - Proper Climate - Confidence -Openness -
Feedback - Reward - Performance Appraisal
3. Inter personal style
4. Empathy
5. Clear cut systems and procedures

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Tips for improving communication

ƒ Noting down important points
ƒ Asking questions and seeking clarification
ƒ Repetition of important points
ƒ Planning back
ƒ Proper sequencing of presentation
ƒ Credibility of source of information
ƒ Importance of time element
ƒ Careful listening**
ƒ Empathy: putting yourself in others man shoe
ƒ Ability to make use of language effectively
ƒ Talking at the same wavelength
ƒ Use of more than one channel of communication
ƒ Emphasis on main points and avoidance of unnecessary details

Barriers to listening
ƒ Hearing difficulty and seating
ƒ Speed of thought
ƒ Wanting to speak
ƒ Other things on mind
ƒ Prejudice against speaker
ƒ Variant Views
ƒ Heard all before
ƒ Assuming what is being said
ƒ Only what you want to hear
ƒ Language problems
ƒ Tiredness
ƒ Undefined reaction
ƒ Internal and external distractions
ƒ Verbal/ non verbal incongruence
ƒ Emotive words and phrases used
ƒ Not interested
ƒ Day dreaming
ƒ Speaker’s apparent inexperience
ƒ Poor presentation skills

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Chapter 3: Communication in an organization

Elements of Communication in an organization

1. Its importance
ƒ Work needs to be done with and through people
ƒ Helps in maintaining a cordial ambience
ƒ Enhances efficiency
ƒ Prevents misconceptions

2. Objectives
ƒ Providing information
ƒ Conveying orders
ƒ Consultation/Suggestions
ƒ Persuasion
ƒ Morale boosting

3. Types
Internal: Inter and intra departmental/individual communication on a (in) formal
basis
External: Communication with individuals outside the organization/other
organizations on a (in) formal basis that helps in facilitating in its working

4. Channels
A. Formal
ƒ Vertical: Upward and Downward
9 Refers to communication between bosses and subordinates
9 Takes two forms – upward and downward
9 Often defined by stringent rules that result in hampering the working
ambience
9 Most important for the effective functioning of an organization
9 It can involve skipping levels

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Upward Communication
9 Communication that goes from the subordinates to the bosses
9 Often highly formal
9 Usually accompanied by a high level of disguise
9 Largely in the form of replies, requests

Downward Communication
9 Communication that goes from the bosses to the subordinates
9 Often in the form of orders
9 Usually defined by a high degree of formality

ƒ Horizontal
9 Communication (at an (in) formal level) between people at the same level in
an organization or among organizations
9 Very important for maintaining complete efficiency within an organization

ƒ Lateral
9 Communication across various levels
9 Can be either formal or informal
9 Often in the form of networking
9 Can be misused to subvert hierarchy and gain favors

B. Informal
ƒ Grapevine
9 Informal communication within an organization
9 Can take any direction
9 Can be in the form of either networking or rumors
9 Often results in miscommunication
9 Can be effectively exploited by decision makers to float ideas/gauge their
strength

ƒ Lateral: same as above.

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5. Media and modes

Oral
ƒ Face-to-face
ƒ Telephone
ƒ Tele-conferencing
ƒ Meetings/briefings
ƒ Speeches (rare)

Written
ƒ SMS
ƒ E-mail
ƒ Fax
ƒ Letters
ƒ Reports
ƒ Minutes/Agenda/Notices
ƒ Notes
ƒ Memos
ƒ Presentations

6. Communicating effectively

ƒ Open mind is the key to communication.

ƒ Don’t let the lines of communication get tangled upon your need to talk too much
often.
ƒ Absence of communication creates void and misunderstanding, soon fill it.
ƒ Finishing statement, for others may diminish their desire to communicate.
ƒ We always wonder what a person of few words has to say.
ƒ Treat employees like machine and you can expect a breakdown in
communication and in morale.
ƒ When you talk too much, it is hard to remember all that you said as it is
remember what it is they said.
ƒ The better you listen, the more you learn how little you know.
ƒ The fake listener can only fool you if you are not a good listener.

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ƒ What we hear is not always the same as what we is being communicated.

ƒ The more you talk, the less you listen and the more you talk, the less other listen.
ƒ Is your comment pertinent? Is your comment informative? Do you have your
thoughts in order? If not, you are better off listening.

Advantages/ Disadvantages

Formal Communication Informal Communication

Advantages Disadvantages Advantages Disadvantages
ƒ Chain of command is ƒ Time consuming. ƒ Fast dispersion of ƒ Gossip fosters.
maintained. information. ƒ Rumors spread.
ƒ Clear cut directions ƒ Inflexible and lacking ƒ No hierarchy / protocol ƒ Formation of cliques.
for functioning. in autonomy. to be maintained. ƒ Ambience is affected
ƒ Written records for all by misinformation.
are maintained.

Verbal Non-Verbal
Communication Communication
Oral Written
One to ƒ Face to Face Personal ƒ Letters Signs
One ƒ Telephone ƒ Memorandum ƒ Peace
(Internal & ƒ Interviews ƒ V for Victory
External)
One to ƒ Speech Internal ƒ Notice Symbols
Group ƒ Presentation ƒ Circular ƒ Dove for peace
(Internal & ƒ Lecture ƒ Standard ƒ Red Cross
External) ƒ Debate ƒ Operating ƒ Blue Cross
ƒ Jam ƒ Procedures (SOPs) ƒ Red for Danger
ƒ Report
ƒ In-house Magazine
Within a ƒ Group Discussion External ƒ Annual General Body Language
Group ƒ Brainstorming Reports ƒ Eye Contact
(Internal & ƒ Meetings ƒ Print Ads ƒ Facial Expressions
External) ƒ Newspaper Articles ƒ Hand Gestures
ƒ Magazine Features ƒ Posture
ƒ Government Agencies ƒ Gestures
ƒ Paralanguage
Between ƒ Conflict Resolution Space
Groups ƒ Negotiations ƒ Proxemics
(Internal & ƒ Debates ƒ Territory
External)
External ƒ Trade Fair / TV/ Time
ƒ Exhibitions/ Radio ƒ Chronomics
ƒ Confederations
ƒ Trade Associations

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Oral Written
Advantages Disadvantages Advantages Disadvantages
ƒ Personal ƒ Message can get ƒ Authority ƒ Time consuming
ƒ Two-way (idea can be distorted or forgotten ƒ Accuracy ƒ Increases paper work
exchanged, ƒ Lengthy messages ƒ Permanent Record ƒ Needs a lot of filing
clarifications can be cannot be conveyed ƒ Coverage (adequate cabinets and storage
made) with ease length, duplicated and space
ƒ Flexible (can be ƒ No records are distributed to everyone
adapted to receive, can maintained concerned)
be presented in the ƒ Cannot be used as ƒ Time to think and react
right tone of voice, with evidence ƒ Indirect (retention rate
a smile, with gestures) from reading is high,
ƒ Effective (personal written
touch) communications are
ƒ Direct (easy, simple, economical)
fast, places
responsibility for
communication where it
belongs – on immediate
supervisor).

Non verbal Communication

Advantages
ƒ Universal language ( no language barriers)
ƒ Literacy is not an issue
ƒ Aids such as pen, paper, phone, etc are not
required
ƒ Feelings are perceived more intensely and
evoke immediate reaction 
Disadvantages
ƒ If the frame of reference is not the same
many misunderstandings can occur
ƒ Is not totally culture free
ƒ Too many conclusions may be drawn based
on a single or isolated act 

Individual Communication Group Communication

Advantages Disadvantages Advantages Disadvantages
ƒ It is more personal. ƒ Individual biases can ƒ Information can be ƒ It is impersonal.
come into play. given to many people at ƒ It can be subject to group
the same time. think.
ƒ Time saving.
ƒ Clarification of common
doubts is easier.

Internal Communication External Communication

Advantages Disadvantages Advantages Disadvantages
ƒ Boosts morale and ƒ Information overload due ƒ Helps promote ƒ Media hype and intervention
motivation. to lack of filtering. the image of the in organizational functioning.
ƒ Is an indicator of the ƒ If only one way, it is organization in
health of the directive. society.
organization

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Chapter 4: Management of Written and Oral Communication

Importance of Effective Communication
ƒ Shapes the approach of an individual towards another
ƒ An individual represents not merely her/himself but the organization/institution

Etiquettes: Unwritten Norms of Communication. It makes Interaction Pleasant

General Etiquettes
ƒ Offering a seat
ƒ Offering a glass of water, tea etc.
ƒ Awareness about gender, age, position
ƒ Intimating about a change as early as possible
ƒ Common courtesies – opening the door, allowing women/ older people to
enter/exit first, holding out the coat, rising to greet

Etiquettes in Verbal Communication

ƒ Greeting an individual
ƒ Introducing oneself
ƒ Precision and clarity in communicating a message
ƒ Use of language
ƒ Pleasant Parting
ƒ Keeping up to date with changing techniques in written communication
ƒ Using politically correct language
ƒ Impact of spellings, punctuation and grammar
ƒ Impact of pronunciation
ƒ Impact of tone
ƒ Impact of speed
ƒ Importance of time
ƒ Avoiding unnecessary intimacy/ dwelling on personal details
ƒ Avoiding excessive use of jargon

Etiquettes in Non Verbal Communication

ƒ Adopting the correct posture

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ƒ Norms of interacting with men/women

ƒ Impact of facial expressions
ƒ Impact of gestures
ƒ Eye contact
ƒ A handshake should always be firm
ƒ Maintaining a comfortable physical distance

Formats in Oral Communication

ƒ Face-to-face
Do’s and Don’ts
9 Read/provide non verbal cues
9 Maintain eye contact
9 Do not cut off any section of the receivers
9 Do not interrupt

ƒ Telephone
Do’s and Don’ts
9 Seek immediate clarification if required
9 Be alert to/provide tonal variations

ƒ Tele- conferencing
Do’s and Don’ts
9 The time should be convenient to all parties and should be intimated well in
advance
9 The agenda should be known well in advance
9 Combination of etiquettes related to telephonic and face-to-face
communication

ƒ Meetings/briefings
Do’s and Don’ts
9 The agenda and schedule should be circulated well in advance
9 Avoid interruptions
9 Contribute wherever possible

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9 Be alert to your own and others’ verbal and non verbal cues
9 Be flexible and open to suggestions

ƒ Speeches
Do’s and Don’ts
9 Stick to the time and subject
9 Follow etiquettes – salutation, content, conclusion
9 Be alert to tone and pace

Formats in Written Communication

ƒ SMS
Do’s and Don’ts
9 Avoid using short forms
9 Take care to edit forwards before sending them
9 Identify yourself
9 Take cognizance of time zones

ƒ E-mail
Do’s and Don’ts
9 Always include the reason
9 Avoid using short forms
9 Always include salutation, content, complimentary close and signature line
9 State the attachment in the body of the text
9 Send attachments only when necessary
9 Avoid sending random forwards
9 Respond promptly
9 Know when to call instead

ƒ Fax
Do’s and Don’ts
9 Ensure that the original document is dark
9 Always mark the document to an individual

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9 Include a clear subject line

9 Check if the organization/individual has a dedicated fax number, else request
them to switch it to the fax mode
9 Follow up with a phone call

ƒ Letters
Do’s and Don’ts
9 Use the Full Block Form for computer generated letters
9 Use the semi block form for hand/type written letters
9 Do not mix up formats
9 All official letters should be written on the letter head
9 No personal letters should be written on the letter head

ƒ Reports
Do’s and Don’ts
9 As discussed earlier

ƒ Notice
Do’s and Don’ts
9 Should be sent well in advance
9 Should include all relevant details – time, place, reason
9 An agenda should be enclosed whereever possible

ƒ Agenda
Do’s and Don’ts
9 Should be sent well in advance
9 Should be clear

ƒ Minutes
Do’s and Don’ts
9 The minutes should be sent soon after the meeting
9 The minutes should be detailed enough to serve as a reference point

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ƒ Memos : Memos can either be informational or show cause

Do’s and Don’ts
9 Should be clear and precise
9 Should not be unnecessarily harsh

ƒ Notes
Do’s and Don’ts
9 Should be indicative
9 Should be made using a different coloured pen
9 Should me made on the basis of whether they are for oneself or others

ƒ Presentations: Can be either verbal or PowerPoint

Do’s and Don’ts
9 The points on the PPT should be indicative
9 Matter on the PPT should be easily visible
9 The number of slides should be determined by the time allotted
9 Avoid turning towards a PPT/ shuffling back and forth constantly
9 Use a laser pointer if needed
9 The hard copy should not be stapled together
9 Number the pages

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Chapter 5: Report Writing

Types of Reports
ƒ Association/Activities Reports
ƒ Event/Newspaper Report/Press Release
ƒ Committee/Project Reports

Elements of an Association/Activities Report

ƒ Title of the Report
ƒ Date on which the activity has been conducted
ƒ Nature of the activity and its details – who, what, when, where, response
ƒ Name and designation of those in charge of the activity/association

Writing Conventions for an Association/Activities Report

ƒ Centre align the title
ƒ The complete date (e.g. 1st April, 2007.)for every activity should be left aligned
ƒ This should be followed by the details of the activity
ƒ If there is more than one representative, whose name would appear for signing
off the name and designation of the junior person appears on the left

Elements of an Event/Newspaper Report/Press Release

ƒ Headline and sub-title if necessary
ƒ Detailed information regarding the activity
ƒ Photographs of the event
ƒ Covering letter/e-mail

Writing Conventions for the Covering Letter

ƒ Should be written on the letterhead, if it is to be posted/faxed
ƒ Should be in the full block format
ƒ Could be in the form of an e-mail with the report sent as an attachment. However
the tone of the e-mail should be formal

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Writing Conventions for an Event/Newspaper Report/Press Release

ƒ Title/headline and sub-title if required
ƒ Basic information about the activity (what, when, where, who, by whom) to be
included in the first paragraph
ƒ All details should follow in subsequent paragraphs
ƒ The concluding paragraph should include a summary/ a comment on the
significance of the event

Elements of a Committee/Project Report

ƒ Could be submitted by an internal committee/external agency appointed for the
purpose
ƒ Should include a covering letter in the full block form/ on the letterhead
ƒ Could be in the form of an e-mail with the report sent as an attachment. However
the tone of the e-mail should be formal

Writing Conventions for a Committee/Project Report

ƒ Title of the report – Report of the ______ Committee/Report on the ______
Project
ƒ The introductory paragraph should contain the following information
a. Why the committee was formed/What is the project about
b. When the committee was formed/The date of its commencement
c. Who were its members

Writing Conventions for a Committee/Project Report

ƒ The succeeding paragraphs should include
a. The nature and scope of the problem
b. The methodology adopted to study it
c. The findings
d. The recommendations
ƒ The concluding paragraph should contain general remarks
ƒ This should be followed by the (signature –optional) name and designation of the
person in charge of the committee/project

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Chapter 6: Communication Technology and Its Impact on Office

Procedures and Automation
 

What Is Automation Technology?

ƒ Automation technology refers to the use of technological innovations in
organizations
ƒ This is a growing trend in multinational, national and local organizations and
institutions

Reasons for the Growing Dependence on Automation Technology

ƒ Globalised context
ƒ Open market economy
ƒ Easy accessibility to technology at ever falling prices

Advantages of the Growing Dependence on Automation Technology

ƒ Creates a better image and impact
ƒ Reduces the time consumed
ƒ Reduces paper work
ƒ Saves labor if effectively used
ƒ Can prove to be cost effective, depending upon the method of use
ƒ Helps in longer and better maintenance of records – lends continuity to an
organization
ƒ Saves duplication of work

Disadvantages of the Growing Dependence on Automation Technology

ƒ Large chance of technological failure
ƒ Takes away individuality
ƒ Can prove to be debilitating

Types of automation technology

ƒ Fax machines
ƒ SMS
ƒ Telephone/Teleconferencing
ƒ Internet/E-mail

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The Internet
„ Can be used to further knowledge or enhance communication between
individuals and organizations
Do’s and don’ts
9 Should be used essentially/largely for professional reasons
9 Should be used discretionally

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