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CONTENTS
S.NO TITLE
1. IMPORTANCE AND PURPOSE OF COMMUNICAITON
2. PROCESS OF COMMUNICATION
3. COMMUNICATION IN ORGANISATION
4. MANAGEMENT OF WRITTEN & ORAL
COMMUNICATION
5. BARRIERS TO EFFECTIVE COMMUNICAITON
6. REPORT WRITING
7. COMMUNICATION TECHNOLOGY-OFFICE
PROCEDURES AND AUTOMATION
8. HUMAN RESOURCE AND COMMUNICATION
1. IMPORTANCE AND PURPOSE OF COMMUNICATION
Nearly 80% of our work time goes in communicating. The entire world is
moving on communication. Our day starts with ‘communication’.
Communication creates and executes the situation under all the circumstances.
Hence the communication is an ‘in thing’ in our day to day life. It is an important
aspect of behaviour, human communication is affected by all factors that influence
human behaviour.
Business Communicaiton
3. Motivation:
Motivation means providing a person with a motive , an incentive, an inner
urge to make effort to do his best. Managers constantly try to improve
performance in the workplace by motivating the staff.
4. Raising Morale : Morale is the state of mind and of discipline and spirit of a
person or a group. In a work place, it is reflected in the individual and
collective actions of the employees; it reflects their level of discipline and
confidence. People with high morale feel good about themselves and are highly
motivated and have the courage to face problems and meet challenges.
6. Persuasion:
Means making efforts to change or influence the attitudes and behavior of
others. Persuasion is achieved by skilful appeal to emotions. The style and
tone of persuasive communication is different from the style and tone of
informative communication.
Definitions :
Below are some formal definitions:
Attributes of Communication:
Encoding Decoding
Message Message
Medium Receiver
Sender
Feed back
The source or sender initiates the process of communication. The sender has to be
clear about the purpose of the communication.
The receiver receives the message through the medium and decodes lthe symbols
into understandable information.
Decoding is the reverse of encoding. Feedback is the knowledge of the receiver’s
response to our communication.
Vertical Communication :
Horizontal Communication :
Diagonal Communication:
The dissemination of the message can be done in various ways. The method chosen depends on a
variety of factors whether it is in personal level or at an organization level. They are
Methods of Communication
Oral Communication
Advantages:
Oral Commnication is speedy and offers interchange at the personal level. It is also a
powerful means of communication. The feed back is possible immediately as the sender and the
receiver will be in direct contact whether it is meeting, telephone talk etc and it is easier to give
any clarification immediately. At the times oral communication carried on at informal levels. It
can encourage the frankness and the friendship. Oral communication does not require much
money .
Disadvantages:
Oral communication is not appropriate for lengthy messages. Long and detailed formal
messages are better communicated in a written manner for fear of missing out relevant points in
cases of chemical formulas or computer programs. Oral communication does not have long life
as we cannot store the words and can not be referred later. There is no legal validity .Any one
can deny what he or she has said before. And also there are greater chances of
misunderstandings.
Types of Oral Communication:
Every thing that is put down on paper by writing comes under the purview of Written
communication . This includes letters, circulars, notices, memos, reports, forms, manuals,
journal, etc.
Advantages:
Written communication is precise and accurate as it is usually formulated with great care since it
can be checked and verified anytime. Once written cannot be refuted. Written documents have
permanent shelf life and can be used for future reference. In some cases law requires retention of
documents. For example under the companies Act, records are required to be retained for 8
years, for customs purposes for 12 years, for Income Tax purposes for 16 years, for Sales tax
purposes 8 years and so on. The records can be referred repeatedly. Any written communiqué
can be sent to many people in many places. As the visibility rate of the mistakes is more the
errors can occur to others.
Disadvantages:
Written Communication consumes time for the preparation. It takes time to prepare
letters, notes, circulars etc unlike the oral communication which is much faster. Infact the
feedback also takes time. The receiver would send the feedback only after receiving the
document which consumes time.
Written Communication is expensive as we need writing materials. As the visibility rate of the
mistakes is high, the errors can occur to others which cannot be rectified instantly by the sender
which may cause misunderstanding or damage to the organization if the error is big.
1.Letter :
This is the most commonly used form of written communication. They are mostly used
for external communication. Letters have fixed and formal layout, which must be adhered to.
There can be sales letters, complaint letters, bank correspondence and many others.
2.Memo:
This is an informal communication between members of the same organization and
usually relates to day-to-day work. It is used to convey information and instructions. Memos
contain brief messages and are normally pre- printed formatted papers on which memos are
written. A memo may or may not be signed. It can be personalized for senior managers.
3. Notice:
This is used when many people in the same organization have to be given the same
information. A notice should be short and to the point. It should be clear and well spaced for
easy reading.
4.Circular:
This is a written document giving instructions or orders on a specific matter. For
example , circulars issued by the government departments, universities etc. Circulars have a date
for reference and signed by the person who has taken out the circular.
5.Report:
This is a written document prepared by an individual or a committee. It is prepared after
research. After the data collection and analysis , the results have to be presented. This is done in
a report. It can be detailed or brief.
SENDER-ORIENTED BARRIERS:
Sender-oriented barriers could be voluntary or involuntary. At any cost, sender should be able to
identify the remedies and also remove them. Basically as the sender is originator he/she should
be extremely careful not to erect barriers. Below are the some sender oriented barriers.
The choice of the channel or medium plays an important factor. This is very minor issue but leads
to inability in transmitting the actual message. This is mostly physical noise. However the
responsibility lies with the sender, as he should ensure that all channels are free of noise before
commencing communication.
3.Physical Noise :
Physical noise is often a barrier in the process of communication. In a factory because of the
noise of machines etc. verbal communication is difficult. If a radio or TV is blaring the
conversation becomes difficult and messages get distorted. Sender should take care of the physical
noise surrounded before communicating.
4.Semantic Problem:
High and big sounding words definitely look and sound impressive.
But if the receiver is not able to comprehend the impact of these words the entire exercise proves
futile. This problem could arise in the overall meaning of the message.
5.Over and Under-Communication
The quantum of communication should be just right. Neither should there be excess
information nort should it be too scanty. Excess information may confuse and the scanty
information would make the receiver grope actual intent of the message. Sender should see that
there are no repetitions in the communication.
6.’I’ – Attitude:
Sender should never use the pronoun “I” at the beginning and at the ending the
communication. If the sender uses more often ‘I’ pronoun , it gradually leads to what is
referred to as the I-syndrome. He would not be receptive to changes, if suggested by the
receiver , as such , changes would go against his personal formulation of certain views.
7.Prejudices:
Starting any piece of communication with the bias or know-it-all attitude can prove to be
quite detrimental to the growth of communication process. When communication
commences, all sorts of prejudices should be done away with, and the mind should be
free of bias. T This would enable the sender to formulate his message, keeping only the
receiver and his needs in mind. Thoughts like “last time he said this….or “Last time he
did this…”can totally warp the formulation of the message.
Care and the constant practice on the part of the sender can remover these barriers.
Whatever statements are made, should be reinforced by action on the part of the
sender. The receiver should not feel that there are two codes at play, one for transmittal
and the other for action. If there is harmony between the two, the decoder is mentally at
peace, for his grasp is more accurate and thorough.
Once all barriers to communication have been overcome, communication, it is said, has
been meaningful and purposeful.
The receiver too can be guilty of erecting barriers in the course of the interaction.
Although his role in the initial phase is passive, he becomes active when he starts
assimilating and absorbing he information. He is equally to blame if the situation goes
awry and communication comes to a stop, or there is miscommuncation.
3. TENDENCEY TO EVALUATE;
Being judgmental and evaluative are both the starting points for miscommunication.
Remember, the mind cannot perform two activities at the same time. If is is evaluating,
listening cannot take place. Evaluation should always be a sequel to the listening
process.
6.RESISTANCE TO CHANGE
Flexibility is most important factor in communication process. Fixed ideas, coupled with
an unwillingness to change or discuss, hampers listening and results in
miscommunication. People with dogmatic opinions and views prove to be very poor
communicators and erect maximum number of barriers.
Most of the barriers that are receiver-oriented are best overcome by improving listening skills
and learning strategies of giving feedback.
6.REPORT WRITING
Prior to commencing work on a report, a few queries should be raised by the report-writer
and satisfactorily answered. Basically the writer should answer the queries centered to five
W’s and one H.
The goal of making reports is to make information as clear and convenient and accessible
as possible. Because time is precious, You tell the readers what they want to know –no more,
no less- and you present the information in such a way that
it geared to their needs.
Reports vary widely in their purpose. They also differ with the type of audience they are
written for.
TYPES OF REPORTS
Broadly speaking both types of reports contain similar components in terms of structure or
organization. Reports can be further classified in different ways.
We can distinguish the reports as good or bad based upon the following characteristics:
1.Accuracy : This is very essential for a good report. If the facts are wrong , it may leas to
disastrous results. Some times even with a minor mistake in fact the business will suffer to a
greater extent.
2.Precision : The writer should be absolutely clear about the exact purpose of the report.
Precision gives it a kind of cohesion and unity.
3.Relevance : The facts presented in the report should bear the relevant to the situation.
Irrelevant facts or message makes the reports confusing.
4.Brevity : A report should be as brief as possible. But this quality should not be achieved at the
cost of clarity. The report should not be unnecessarily long. Include everything but be brief.
5.Simple and unambiguous language : It should be free from fancy statements and figures of
speech. Since it is a technical document of utility, it should remain simple and non-confusing.
6.Reader Orientation : While drafting a report, one should keep in mind the people who will be
reading it. A report meant for the layman will be totally different from a report meant for
technical experts.
7.Clarity : A good report is absolutely clear. The reader should not have any problem in
understanding it. Clarity should be maintained in presentation and the purpose. The sources of
data, findings and recommendations should all be extremely clear. Suitable headings and
paragraphing must be done. If the report contains figures, they should be presented in suitable
tables and formats. The report must be written systematically for extreme clarity.
Preparing A Report
Once you are clear about the purpose of writing a report, the person’s for whom it is meant, the
facts to be examined and the facts to be included, and the time at your disposal, and know what
type of report you are going to write, it is time to start the work.
A report has several parts, which enables the writer to layout all the information in a simple easy-
to-read form. All reports do not need all the parts, but longer reports, which are formal, do need
to have all the parts.
1. Title : Every report should have a title which indicates the subject of the study, the period
and the location of the study. If the report is long, it can cover the whole page,
including other things like the writers name etc. In case of a short report, the title appears
at the top of the first page only.
2. Terms of reference : This gives details about the assignment and the pruppose and scope
of the study.
3. Procedure : This mentions the methods used to collect information for the report writing.
The methods of data collection will depend on the nature of the study. For example:
visits, personal inspections, experimentation, interrogation, old records, etc.
4. Findings : This is the main part where the findings are presented. The collected facts and
figures have to be organized into a presentable and readable form. Suitable headings and
subheading are to be included. This section may end with a summary of the most
important findings that emerge. There may be a separate section with the conclusions.
5. Use of illustrations : A report becomes much more readable, clear and effective if the
findings are explained with relevant illustrations. These can be in the form of charts,
graphs , diagrams, maps, etc.
6. Recommendations : These are proposals for action suggested by the report writing
authority. This in included only if the assignment has asked for it and are usually given
by senior people.
7. Signature, Place, Date: All the people who are in the report writing committee must sign
the report. The signature is on the right and the place and date are on the left. The date is
the date-of-submission of the report.
8. Table of contents : This is included only if the report is long. It can be attached after the
title page.
9. Appendix : This is supplementary material given at the end of the report. This is
something, which has been used or referred to in the report. For example, map,
questionnaire, etc. If there is more than one appendix, they are numbered.
10. Acknowledgemets : This is a list of names of people or organizations that helped in the
report writing. It will appear before the first chapter.
11. ADDENDA: The are some optional items of the report will comes under Addenda. We
will not see these items in all the reports. Their inclusion will depend on their need, the
length of the report and the technical nature of the report. This will include the
following:
List of references : Sometimes other written material is used and quoted in the report that you
write. When this is done, you must always quote the place from whre it has veen taken and who
has authorized it.
Bibliography: If the report is based on some extensive work already done by someone else, the
party should be name under ‘bibliography’. It can also include workds recommended for further
reading.
Glossary : It is the list of technical words used in the report and their meanings.
Appendices : Statistical data, charts, maps and diagrams, copies of questionnaires, etc. are not
incorporated in the main body of the report. This is because it creates a diversion and the flow of
the report is lost. These things are however essential for reference and are, hence included at the
end.
Contents Page : This is given in case of long reports. Ti is normally included in the beginning.
It specifies the various items that will appear in the report along with the page number on which
they will appear.
Any organization needs to have a healthy and effective communication tools, the
medium that suits for their office environment. Hence one should be very careful
in selecting the medium. Let us look into some aspects in choosing the medium
for a particular message:
Electronic Communication :
The media which transmit signals instantly from any source to any destination in
the world by modern electronic technology.
Telephone
This form of electronic communication has been around for nearly a century. It is
the most useful and universal medium of oral communication with a person who is
not present at the same place as the sender. The telephone instrument has evolved,
over the years, into very sophisticated forms with many new facilities.
STD-Subscriber Trunk Dialing – allows the user to make call to a number located
in another city directly . This facility is available in almost all the parts of the state.
ISD _ International Subscriber Dialing : This more higher version of STD, here we
can communicate to any part of the world . Every country has an international code
number which we dial before dialing the required number.
Both the STD and ISD facilities can be locked with a number code on telephone
attached to electronic exchanges.
Cellular Phone – The cellular (mobile) phone is based on a combination of the old
radio technology and emerging telecommunication technology. Cellular phones
operate through airways, much like a radio. Air time is charged. Cellular phone
instruments have facilitated for storage of numbers, record of missed calls, for
receiving text messages (SMS), for leaving voice mail, and for receiving
information given. Infact Mobile phones have the capacity for multimedia
messaging. It allows you to add pictures, sound , colour, voice, animation, to
messages which you send over the mobile phone. Photos can be taken by MMS-
enabled phone can be sent to other MMS-enabled phones, to e-mail addresses, can
be published on the internet, used in a presentation, or just stored in a personal
album.
Benefits: The mobile has freed managers from the confines of their offices as they
can be in touch with the office from wherever they are. It has become possible to
contact persons who are traveling or are out in the open. Marketing persons who
visit customers can instantly get in touch with their home office to consult. Most
importantly traveling representatives have instant access to data and information
from the home, office as well as other information through the internet which can
be accessed from the mobile phone.
Voice Mail :
Fax :
E-mail:
Tele Conferencing :
1.Audio Conferencing:
2.Vedio Conferencing :
Allows people at different locations to see and hear each other at the same
time. It is fully interactive and almost like a face-to-face meeting. With the more
complex systems and equipment it is possible to have more than two locations
connected together so that they can see and hear together so that they can see and
hear one another almost like an actual meeting.
Benefits :
The benefits of video conferencing are remarkable.
5. Almost like communicating face-to-face.
6. The interaction allows people from different places to understand/know
more about each other.
7. It develops intimacy and goes long way in building relationships in a way
that telephone or e-mail cannot do.
8. It improves appeal and retention by including diverse media like video-audio
clips, graphics, animation and computer applications for demonstrations and
explanation.
9. It saves the time and cost of traveling to meet and allows people to keep in
touch more frequently.
10.It enriches communication in several ways.
Internet
Computers :
We do not see even a single office without having a computer. Infact just a
tabletop computer itself is treated as an office. One should agree to the fact that
the entire world is connected and treated as a global village due to the invention
and usage of computer with various applications.
The computer is a versatile electronic instrument which can combine various
media functions. The trend of technology is towards convergence of various
technologies so that the computer has become the single multi-task equipment
for all kinds of transmission.
Uses:
• A computer helps in preparation of letters, reports, meeting agenda, and
various other documents required in an office by using some applications.
• Databases of customers, suppliers, and employee information etc can be
stored and maintained and easily updated.
• Electronic mail, Voice mail, Videoconferencing, and multimedia facility
allows all forms of communication to be transmitted. Fax and telex can also
be sent through the computer.
• The access to the internet is possible only through the computer. Special
facilities like e-commerce, and internet banking, etc are possible through the
computer.
• Accounting software is already in use in many offices so that account books
do not have to be written manually. Various financial reports can be
prepared within a short time by using the accounting software packages.
Software programs are being written for almost all activities in business.
Computer technology is the fastest growing field, advances are made rapidly,
and users can upgrade their equipment and buy latest software for more
advanced tasks.
8. HUMAN RESOURCE AND COMMUNICATION
Human Resource Manager should be clear about his role in the organization.
Then understand the contribution of the organizational communication to his role.
And develop some new skills to fulfill the challenge. Let us study the contexts for
growing interest in organizational communication where HR would be playing a
vital role.
1. Leadership: Communication is a dimension or a facet of almost all that a
leader does. A leader communicates in order to achieve the common task,
to build the team and to meet individual needs. In the context of a
leadership, to communicate means to share with or impart to others one’s
thoughts and information in order to obtain a desired response… the
primary responsibility for good communication lies with the leader.
2. Getting Oraganizational Communication right: Most of the managers
understands the strategic implications of the information based,
knowledge driven, service-intensive economy. They know what the new
game requires: speed, flexibility, and continuous self renewal. Skilled and
motivated people are central to the operations of any company that wishes
to flourish in the new age. Hence, the communications is all part of the
success path in this new economic reality.
3. Now we know that HRM should get grip with communication in the context
of the organization and HR function. As we all knew, the days of command and
control management are gone. Today’s organizations are run by multi-and cross
functional teams in which baby boomers and Generation-X managers should little
tolerance for unquestioned authority. To deal with this situation, the art of
persuation is necessary . This involves, careful operation, the proper framing of
arguments, the presentation of vivid supporting evidence, and the effort to find the
correct match with your audience.
Ex:-The board’s decision on the annual pay round can be communicated to the
employees successfully based upon the above aspects of HR communication
strategy.
HR Communication Plan:
1. Sen : Communication
2. Cottrell .S – The study
3. Turner .J – How to stu
4. Theosarus – Merrilium
5. Namita Gopal : Busine