Unit - 1 Introduction
COMMUNICATION: Communication is sometime so simple and difficult that we can never put it in simple word. Communication is the process by which information is transmitted between individual individual and/organization so so that an understanding understanding response result. According to peter little: Commun Communica icatio tion n is the proces processs by which which inform informati ation on is transm transmitt itted ed betwee between n individual or organizational so that an understanding respond result. According to W.H. Newman: Communication is an exchange of facts, ideas, opinion, or emotion by two or more person. Communication consist in transmitting ‘information'. but the definition does not indicate the objects about which information is to be transmitted .this is precisely what is being done in the second definition . communication transmits information not only about tangible tangible facts and determinab determinable le ideas and opinion opinion but also about emotion. the word signify nothing and the tone is the real thing. high sounding expression of bravery may be only a mask to conceal a person’s timidity and
cowardice which may be betrayed by his fiscal expression. here fiscal expression are an important part of communication. According to Keith Davis Communication is a process of passing information and understanding from one person to another. Meaning of Communication
Communication is derived from the Latin word communis, which means, “ to share” that is, sharing of ideas, concepts, feelings and emotions. The science of communication is almost as old as man himself. Form time immemorial; the need to share share or to commun communica icate te had been been felt. felt. Diffe Differen rentt vehicl vehicles es /chann /channels els were were identified and subsequently improvised for the purpose of transmission of ideas and concepts. A study of these channels enables us to gain an insight into the process of communication. Before a definition of communication is arrived at, a few queries, which arise in the minds of the readers, have to be answered. What is the importance of communication? Why should it be studied? Why should the channel be analyzed and examined? The importance of communication can be gauged from the fact that we are communicating in some from or the other almost every moment of our lives. Whether we are walking,, talking ,playing, sitting, or even sleeping, a message is being formulated and transmitted. Man, who is a social
cowardice which may be betrayed by his fiscal expression. here fiscal expression are an important part of communication. According to Keith Davis Communication is a process of passing information and understanding from one person to another. Meaning of Communication
Communication is derived from the Latin word communis, which means, “ to share” that is, sharing of ideas, concepts, feelings and emotions. The science of communication is almost as old as man himself. Form time immemorial; the need to share share or to commun communica icate te had been been felt. felt. Diffe Differen rentt vehicl vehicles es /chann /channels els were were identified and subsequently improvised for the purpose of transmission of ideas and concepts. A study of these channels enables us to gain an insight into the process of communication. Before a definition of communication is arrived at, a few queries, which arise in the minds of the readers, have to be answered. What is the importance of communication? Why should it be studied? Why should the channel be analyzed and examined? The importance of communication can be gauged from the fact that we are communicating in some from or the other almost every moment of our lives. Whether we are walking,, talking ,playing, sitting, or even sleeping, a message is being formulated and transmitted. Man, who is a social
animal, animal, is constantl constantly y interacting interacting with other individuals. individuals. For him it is necessary necessary to understand understand the art of communication communication and apply or modify modify it in a suitable suitable manner. Man possesses the ability to communicate, which is much more than a composition of certain symbolize or to understand concepts in terms of images or symbols. It is this ability that helps him to communicate. Communication then, it may be stated, is much more than an understanding of the spoken or written language. It is a composite of symbols gestures, and illustrations that accompany either the spoken or the written word
Basic Purpose of Communication
People in organizations typically spend over 75% of their time in an interpersonal situation; thus it is no surprise to find that at the root of a large number of organizational problems is poor communications. Effective communication is an essential component of organizational success whether it is at the interpersonal, intergroup, intragroup, organizational, or external levels. “What is the purpose of (formal) communication?” A response to a query of this nature would be more beneficial if attempts were made to understand the business situation where success or failure of issues is always measured in terms of man- hours spent in the
completion of a task. Let us take an example. Suppose the boss issues instructions to his subordinate to complete a certain project in a particular manner within a stipulated timeframe. The subordinate does it to the best of his ability. However, the end result is a miserable failure because the manner of completion does not match with the expectations of the boss. A lot of time has been wasted as a result of miscommunication on the part of the two members of the same organization. In fact, more first instance. If the amount of time used in completion of this particular task is calculated, it would be seen that double the time necessary has been taken. The example cited above is one of the most common and prevailing examples of miscommunication resulting from a lack of feedback in organizations. This, however, is not the only criterion that qualifies for an in-depth study of communication. Let us take a look at the communicative competence required at three different levels in an organization. In the business situation of a manager, as he goes higher up in the hierarchy is to coordinate, issue instructions, collate information, and then present it. All these activities require effective communication skills the sooner these skills are honed, the easier it is for the manager to accomplish tasks. Similar is the case of the junior manager vying for a quick promotion. As work in the organization is always done in conjunction with other people, effective communication skills become a necessity. Let us compare the progression of two junior managers up the
ladder of success possessing almost the same academic qualifications and almost similar personality traits. Only one of them would be able to make it to the managing Director’s chair. Without doubt it would be the candidate with excellent communication skills. Prior to entry in any organization, certain communicative abilities are also looked for in candidates. Ability to speak, conduct oneself properly in an interview, get along with others, listen carefully and accurately, make effective presentations, prepare good yet brief report, make proposals, sell ideas, convince and persuade others are some of the attributes looked for in a candidate. If an individual possesses these attributes looked for in a candidate. If an individual possesses these attributes or can train himself to excel in them, he himself would realize how much easier it is for him only to secure a comfortable position in an organization but also to achieve success.
BUSINESS COMMUNICATION : When business related information is transferred from one person to another it is called business communication. ACCORDING TO BERNNAR
Business communication is the expression, channeling, receiving and exchanging of ideas in commerce and industry. Topic - 1
Role of communication in Business Entry into a good organization requires excellent communication skills. The primary element in the skills of management is competence in communication. It is the tool with which we exercise influence on the others, bring about changes in the attitudes and views of our associates, motivate them, and establish and maintain relations with them. Communication is central to everything that we do. Our city/town are the organizations in which we live and act. Our activities in our family, school/college, office, hobby group, community group, succeed or fail and our goals are achieved or not achieved, according to our abiliy to communicate effectively with other members. Communication is mortar that holds an organization together, whatever its business or its size. Without communication an organization cannot function at all. Without effective communication, information cannot be collected, processed, or exchanged: words and data would remain isolated facts. With effective
communication, multinational organizations that are spread all over the world can function like a single unit. The most important foundation skill for anyone in the new world of work is the ability to communicate. This means being able to express your ideas effectively in writing and in speech. Employers have always emphasized the importance of communication skills and the current trends in the business environment make these skills even more critical. Owing to advances in information technology, organization needs smaller staff. Owing to globalization, an organization may be spread in many locations in the world. Companies also decentralize and work is increasingly carried out by teams. Team members must be able to work together identify problem, analyze alternatives and recommend solutions. They must be able to communicate their ideas persuasively to others. Ability to work well in teams, to manage your subordinates and your relationships with seniors, customers and colleagues, depend on your communication skill. Production of goods is of no use if potential buyers have no information about the product. Communication to the public about the product is essence of business. A large amount of communication in the form of advertisement and public relations
is needed in order to inform the public and to persuade potential customers to buy the products. Business communication The term business communication is used for all messages that we send and receive for official purpose like running a business, managing an organization, conducting the formal affairs of a voluntary organization and so on. Business communication is marked by formality as against personal and social communication. It includes both written and oral communication . letters, reports, memos, notices are all formal and part of commercial and business activity: so are interviews, meeting, conferences, presentations and negotiations. Some of these are more formal than other: a group discussion would be less formal than a company meeting: a letter is less formal than a report. Friendly chatting, letter between friends and family, reciting poetry for one’s own pleasure or telling stories to entertain friends, are not included in business communication. The study of communication and efforts to develop skills of communication are needed because communication is absolutely necessary for business. And there is no one who does not have to engage in some kind of business activity. Persons in
all professions need to cultivate skills as needed for their work. Doctors, engineers, chartered accountant, actors and others in the entertainment industry, managers of all kinds of organizations, educators, besides persons engaged in the business enterprises have to engage daily in some kind of business communication. Topic - 2 Objectives of communication
The following are the main objectives of communication: 1. Conveying the right message: the main object of communication is to convey the right message to the right person i.e., to the person for whom it is meant. The message conveyed should be well understood and accepted by the receiver in the right perspective. In the other words, it should carry the same meaning which has been conveyed so that it may be translated into action effectively. 2. Co-ordination of effort: Communication is an effective tool for cocoordinating the activities of different persons engaged in running a business.
Co-ordination
without
communication
is
a
remote
possibility. The individuals or groups come to know what others are doing and what is expected from them only through communication
3. Good industrial relations:
Communication develop[ps good
industrial relations as it conveys the feelings, ideas, opinions and viewpoints of one party to the other party. The two parties the management
and
the
subordinates
come
closer
through
communication. They understand each other and dispel any misunderstanding.
Thus,
it promotes co-operations
and good
industrial relations. 4. Development of managerial skills: communication helps managers to understand human behavior at work. Communication of facts, ideas, opinions, information, feelings etc., add value to the knowledge of managers about various happenings, in the organization and behavior of people. Thus, communication is a process of learning. 5. Effectiveness of policies: The organization formulates policies and programmes to guide the workforce. These should be conveyed properly to those who are really responsible for the execution of work to
achieve
the
organizational
objectives.
Only
effective
communication can translate the policies into action. Effectiveness of the policies can be judged from the success which surely depends upon an effective communication system.
The above objectives of communications, lead to a boosting the morale of the people and thus ensure the success of organization. Topic - 3
The Communication Process •
With the communication environment as a base, we shall review the communication process.
Encoding •
The sender generates thoughts to be conveyed.
•
The sender encodes the thoughts with both verbal and non-verbal cues (Gestures).
Noises from outside may disturb the encoding, which may alter the meaning 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.
Receiving and Decoding
The receiver accepts the messages. (S)He then assigns meaning to the message according to his mental filter.
With the meaning assigned, the receiver understands the messages and sends feedback to the sender.
Sending feedback also applies the same cycle. And the cycle keeps moving.
Reception of signals:
The signs echo and re-echo throughout the receiver’s nervous system
This is the preverbal neurophysiologic stage
Flow to the brain:
Eventually the stimuli from the signs reach the receivers brain.
The sensory flow is continuous but may vary with sign intensity and degree of mental alterness.
Role of the filter
The mind filters the stimuli and gives meaning to them
The filter includes knowledge, viewpoints and emotions that influence interpretation of signs
All filters are unique because no two people have identical experiences, thoughts and emotional make ups.
Thus meanings given to signs differ.
Meaning depends on filter content.
Words are but one type of sign
Seeing snakes, feeling cool breezes and such are non verbal signs we could detect.
Many signs produce multiple, mixed or confused meanings.
For example, we could respond to a politician numerous ways.
Meanings in the filter may trigger reactions – physical, verbal or both, most reactions are verbal
The symbolizing stage:
The symbolizing stage begins when the mind searches for symbols (usually) words with which to express the intended meaning.
Intellect and knowledge of language relate directly to competency in symbolizing
Symbolizing imperfect because of language and human limitations.
Act Of Encoding:
Encoding concludes the first cycle of the communication process. It involves sending word and nonverbal symbols to a receiver
The Cycle Repeated •
The first receiver now becomes sender and vice versa.
•
Then identical communication cycle begins.
•
Communication occurs if receiver gets the meaning sender intended.
•
The meaning receiver receive may cause him to respond, then another cycle occurs and the process may go on and on.
The model and written communication •
Three differences exist when we apply the model to writing. 1. Greater Creativity 2. Time Lag 3. Limited Number of Cycle
Greater Creativity:
Written communication involves more creative efforts of the mind
In report writing, for example, there is little message exchange. The final words are carefully though out.
Letter writing may involve some exchanges, but even then the messages are deliberate and creative.
Time Lag:
o
Time delays occur in moving written messages to others’ sensory environments.
o
Feedback is slow.
Limited Number of Cycles:
o
Written communication has fewer cycles.
o
Most writing involves only one cycle.
Universal Ingredients of Human Communication •
Human communication ahs four universal ingredients: – The communication environment,
– The Mental Filter, – The encoding, and decoding process Topic - 4
MEDIA OF COMMUNICATION These days communication is possible through a vast variety of media. The managing director desirous of communication with the sales manager can summon him to his room talk to him over the telephone or sand him a memo. if he want to consult all the departmental heads he would most probably convene a meeting. Communication to government department and other agencies is mostly conducted through written documents. general public can be reached through advertisement on the radio , television and newspaper. For communication to be effective the communication has to be vary careful and judicial in the choice of media, which will depends on various factor like urgency of message, the time availability etc. MEDIA •
Written communication
•
Oral communication
•
Visual communication
•
Audio-visual communication
•
Computer based communication
Written communication Written communication is everything that has to be written and transmitted in the written form falls in the area of written communication. it include..
Circular
Memos
Telegrams
Reports
Minutes
Questionnaires
Merits of written communication
It is accurate and precise
It can be repeatedly reffered to
It is a permanent record
It is legal document
It facilities the assignments of responsibilities
Demerit's of written communication o Time consuming o It is costly o Quick classification is not possible
Oral communication Oral communication includes face to face conversation, conversation over the telephone, interviews, group discussion, meeting, conference and seminar etc. Merits of oral communication
It save time and money
Speecies is more powerful
Get immediate feedback
Useful in meeting,seminer
Limitations of oral communication
When communication into far distance No legal value Greater chances of misunderstanding
Visual communication Facial expressions and gestures, printed picture, posters, slides, flimstips etc are include visual communication. Communication through such visuals is very effective because it is sure and instantaneous. No word are utterd,no sign made, and yet the message gets across Audio visual communication Audio visual communication that makes use of telecast, short films on the cinema screen and video tapes is a powerful medium of communication. It is a combination of sight and sound. It may make use of the written word also. it encompasses television and cinema films that combine the visual impact with narration. Computes based communication
Computer technology has dramatically changed the landscape of business communication today. It is fast annihilating the barriers of time and space and the concept of our world turning into a small global village now appears to be a distinct and near possibility. In indicates e-mail, voice mail, cellular phone, fax etc. Besides these there are another two forms of communication that can play important role of communication. This are –
Face to face communication: Basically oral communication is considered as face-to-face communication but nor all forms of oral communication.
Silence: We do not communicate through words, signs and signal alone, we communicate silence also. For example- A young man proposes to the girl he loves; the girl lowers her head and a faint blush appears on her face, but dose not utter even a word. Her message has been communicated. Topic - 5 Written communication
Written communication is often resorted to by the management for messages that are lengthy and have to be made permanent. It is also undertaken when oral
communication cannot reach each and every person concerned, either due o a large number of communications or due to long geographical distances between the sender and the receiver. Written communication includes written words, graphs, charts etc. written communication is the most common form of communication used in an organizational set up to be effective, written communication must possess four important characteristics. It should be clear complete correct and to be intelligible. Effective written communication
Clear , precise and persuasive writing is a prerequisite for becoming an effective executive. Business executives usually handle the following forms of writing: I. II.
Project proposals Various types of reports
III.
Memos
IV.
Letters
Before writing, it is important to know the intended recipient. The language must be appropriate for the audience. Good writing requires hard work. You must have with you all the necessary data, you must organize it in a proper manner. Set the
objectives, i.e., the purpose of your writing. In any writing endeavor, a clear idea of objectives and a constant awareness thereof makes for significant success Guidelines for effective writing
To improve your effectiveness while writing, these simple pointers will help: 1. Take breaks. Breaks give you needed rest and allow time for ideas to incubate while you are not writing. 2. Work on a neat desk and don’t put the project away overnight. 3. Begin with a short manuscript and work up from there. Make an outline. Get organized. You also make a checklist. 4. Remember that one can be objective and persuasive the same time. 5. Make frequent use of the dictionary, and other relevant reference books. Writing proposals Advantages of written communication:
Written communication has the following advantages I.
Written communication possesses the quality of being stored for future reference. Policy matters, service conditions, confidential orders and instructions and many other communications can be effectively and
satisfactorily communicated only through written communication, because they are necessary future reference so that necessary action may be taken against the subordinates who fail to follow the communication. It can be used as evidence if any dispute about jurisdiction or bypassing etc. arises II.
When the sender and the receiver are at distant points, even beyond telephonic
range,
written
communication
is
the
only
means
of
communication III.
Written communication is the only way out in such cases where the message is too lengthy and meant for a large number of persons.
IV.
Written communication gives more time to the receiver to think, analyze and then decide upon the right course of action.
V.
Written communication is more orderly: and it is binding upon the subordinates and their superiors.
VI.
Written communication becomes essential to pass on to others correct and accurate information. While writing a message superfluous words and all possible errors can be avoided to make it concise.
Disadvantages of written communication:
Written communication suffers from the following weakness
I.
Written communication is very time consuming both in terms of preparing the message and also in terms of understanding it. It cannot be communicates as quickly as oral communication. It is costly also.
II. III.
Everything cannot be put into writing More often written documents become instruments of excessive legalism and formality which cause disputes. Words used in written communication may have different meanings and may be interpreted differently by different persons. If not carefully worded written communication may entangle people into legal battles.
IV.
Written communication cannot remain confidential because it passes through many hands
V.
It is not flexible and may results in red-tapism
Topic - 6 Oral communication
Introduction Communication is a composite of speaking and listening. Honing skills in both these areas is absolutely essential if the communicator wishes to impress the receiver. The initial impact is made by speaking abilities of the sender. Equally
important is the ability to listen carefully. If the overall effectiveness of these two components is considered. It would e seen that he ability to listen rather than to speak fluently impress more. The two activities viz, speaking and listening, cannot be segregated. Both are closely intertwined an overall impact is created if both these skills are used effectively. Let us use the word ‘ IMPRESS’ as an acronym to understand the basic features of communication or concept, which, if once understood, would define helps us to impress the other person. I – Idea
The first step in the process of communication is to decide on the idea which needs to be communicated. There may be a host of ideas passing through the mind of the sender. Depending upon the situation and the receiver, the speaker selects the idea suited to the occasion. M – Message
Once the idea has been selected, it needs to be clothed in a language that is comprehensible to the receiver. The encoding of the message has to be done keeping a number of factors in mind. What is it that needs to be stated? What is the language that is going to be understood y the receiver? Does the idea necessarily pertain to the interest of the receiver? What is it that the receiver actually needs to
know? Framing of the message , if done(keeping answers to these question in mind), would definitely make an impact on the receiver. P - Pause/ Paragraphs
The significance of pauses cannot be underestimated. Pauses should be juxtaposed at just the right minute so that the receiver can assimilate the impact of the message. The use of pauses would be best understood in the context of a presentation. The presenter should, at the time of making a presentation, use this device suitably. Excessive usage of this device can lead the presentation into being one that is pretty boring and monotonous. The right use of pauses actually stimulates the audience. The impact is often so great and forceful that the receiver actually leans forward in their chairs when the presenter pauses, as if urging him to resume the presentation. This device, in the course of the interaction, lasts for barely a few seconds. However, the impact is long and meaningful. In written communication pauses get translated into paragraphs. If the decision to use a certain number of paragraphs is right and the division of points in these paragraphs is also correct, then written communication becomes meaningful and creates a positive impression. R - Receiver.
The receiver is the most important person in the process of communication who could, if he so desires, also prove to be the most difficult. He is the one who is generally led into the interaction. In order to draw his attention, it is imperative that there be an extra plus that would retain his interest and make him attentive to the ensuing communication. To satisfy this criterion the sender should address himself to the needs and expectations of the receiver. Formulating the statements according to a mutually accepted goal is a good way of proceeding and drawing his attention. E - Empathy
In communication empathy should be used to help us understand the other individual, the strategies that. he adopts and the responses that he gives at a particular moment. It would be worthwhile to note that all communication is situation bound. The same individual in two different situations might use the same words but his intention might be totally different. Gauging the exact meaning of an utterance can only” be done when we literally put ourselves in the shoes of the other person and try to understand the situation from the perspective of the sender. Each individual, as a sender has, what we refer to as, a ‘logic bubble’ that enables him to formulate his message in a particular fashion. The same holds true for the receiver or the listener. The greater the empathy between them, the higher the level of understanding and more the receptivity to messages word, namely, “sympathy”,
which is different in connotation. Sympathy is placing the sender on a higher pedestal and viewing the other in a sympathetic light. Empathy S - Sender
The communication process hinges on the sender. He initiates the interaction and comes up with ideas and concepts that he wishes to share with the receiver. His role is the most crucial. The success or failure of interaction depends on him and on the strategies he adopts to get his message across by securing the attention of the receiver. A cautious sender would understand that there is a difference between the mental frames of the participants. Such a difference could be a result of discrepancy in interpretation of words, perception of reality, and attitudes, opinions and emotions. Message, if formulated, with awareness along these areas, is sure to bring success to the sender. S - Security Check
Effective communication necessitates that the receiver listens carefully to the utterances of the sender so that the end results are positive. The primary rule is: never be in -a rush to commence communication. Sufficient time and effort should be put in formulating the message. Suppose the sender wishes to communicate five points. The sequencing and necessary substantiation of points with facts and figures should be done prior to the actual beginning of the communication process.
This would build confidence in the message and eliminate possibility of errors in the statements. To sum up, the sender, in order to impress the receiver should, at the start, have an idea encoded in the form of a message. At the time of encoding, the sender does a thorough security check to ascertain that all points have been dealt with in a desired order. The message is then transmitted to the receiver with the required voice articulations and pauses so as to heighten the impact. Finally, the response of the receiver should be viewed empathetic ally. Once all these factors have been understood, it proves easy to prevail upon the receiver. There could, however, be moments when, in spite of efforts being made to make the interaction informative and meaningful all communication links fall apart and the process ends in a meaningless rumble of words and sounds. This disturbing or distracting factor is what we refer to as Noise. This may e on the part of the sender or the receiver; it can be voluntary or involuntary. Noise
Noise can be defined as a physical sound or a mental disturbance that disrupts the flow of communication as the sender or the receiver perforce gets distracted by it. According to this definition, noise can be classified into two categories: 1. Physical
Physical noise is that sound which emanates from the surroundings and hampers’ the listening process, e.g. while speaking on the telephone, disturbances might hinder the smooth transmission of message or just at the time when the sender wishes to transmit an important point, there might be a queer squeaking sound. Physical noise is not all that difficult to manage. It can be done away with at the time of communication by ensuring that all channels are in proper functioning order. For example, often, companies have a soundproof room for discussions. While care may be taken to eliminate possibilities of physical noise, problems arise at the time when psychological noise plagues either the sender or the receiver. Whenever there is 2. Psychological. Psychological noise, it results in (un)welcome ideas or thoughts crowding the mind, which are of more relevance than the’ ensuing communication to either of the participants. Listening, as a result, is hampered and responses are not well formulated. Some of the common forms of noise are mental turbulence, preoccupation, ego hang-ups, anxiety, tiredness, pre-conceived ideas and notions. These are mostly involuntary and no cause can be assigned to them. What is important is awareness about these factors. The sender at a particular moment might be disturbed by psychological noise. If he is aware of the mental turmoil and knows that it would disturb his listening process he should, at the time of
communicating, carry a piece of paper and a pen or pencil to jot down points or comments of the receiver. On the other hand, the receiver might also be distracted by psychological noise. Outward manifestations of this disturbance would be in the form of restless tapping on the table, looking in other directions, shifting restlessly, changing positions, etc. These are just some of the means through which the sender can gauge the presence of psychological noise in the mind of the receiver. To make more meaningful and successful communication, the sender should try through certain strategies to draw the attention of the receiver. He can do this by entering into a question answer session or asking for advice. Both these devices would, to a great extent, remove the element of psychological noise. Audio Visual communication
Video Conferencing Video conferencing goes a step ahead of teleconferencing, whereby apart from the audio messages, the video pictures are also available. It is possible to look at the person speaking. It is of a particular relevance when the chief of the state or the CEO of the company or any expert wants to communicate with people spread across regions. A typical example of this is the live telecast of budgets and election results, and the analysis that follows, wherein opinions and comments are sought. It is also possible that if an expert speaker cannot be physically present to address
