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notes onmanagerial communication skills ist semFor more notes, previous papers log on tombanotesravi. Unit – ICommunication Meaning: Communication is the process of passing information and understanding from one person to another to bring about commoners of interest, purpose and efforts communication as not complete unless the receiver of the message has understood the message properly and his reaction or response is known to the sender.DEFINITION: According to Neaman and Summer communication is defined as "an exchange of facts, ideas, opinions (or) emotions by two or more persons/'According to Charless E Redfield "communication is the bread field of human interchange of facts and opinions and not the technologies of telephone, telegraph, radio etc".According to the Keith and Gulcllini, communication is defined as "In its Everyday meaning, communication refers to the transmitting of information in the form of words or signals or signs from a source to a receiver".Communication plays an important role in business organization. The success of an enterprise depends upon the effectiveness of communications, it is said to be the new system of the enterprise. Nothing happens in business until communication takes place. Every manager must communicate, in order to get things done through others. It has few established that manages spend about 75% to 95% of the working time in communicating with others. Communication is as indispensable for all meaning and controlling.1.Basis of decision-making and planning Communication is essential for decision for decision making and planning. It enables the management to secure information without which it may not be possible to take any decision without effective communication it may not be possible to issue instructions and orders to the subordinates effective communication helps in proper implementation of plants and policies of the management.2.Smooth and Efficient working of an organisation According to George R. Terry. "It service as the lubricant, fostering for the smooth operations of management process.'' Communication makes possible the smooth and efficient working of an enterprise. It is only through communication that the management changes and regulate the actions of the subordinates in the desired direction.3.Promotes co-operation and industrial Peace Effective communication creates mutual understanding and trust among the members of the organization. It promotes co-operation between the employer and the employees without communication, there cannot be sound industrial relations and industrial peace. It is only through communication suggestions to the management.4.Motivations and morale Communication is the means by which the behavior of the subordinates is modified and change is effected in their actions. Through communication workers are motivated to achieve the goals of the enterprises and their morale is boosted. Although motivation communication.Example: proper drafting of message, thing of communication and the way of communication etc.5.Job Satisfaction Effective communication creates Job satisfaction among employees as it increases mutual trust and confident between management and the employees. The gap between management and the employees is reduced through efficient means of communication and since of belongingness is created among employees. They work with Zeal and Enthusiasm.6.Increases productivity ad reduces cost The effective communication saves time are effort. It increases productivity and reduces cost large scale production involves a large number of people to work together in a group and achieve the benefits of large scale production.7.Public relations In the present business world, every business enterprise has to create and maintain a good corporate image in the society. It is only through communication that management was present a good corporate image. Effective communication helps management in maintaining good relations with workers, customers, suppliers, share holders, government and the community at large.OBJECTIVES OF COMMUNICATIONThe objectives of communication are as followsTo bring about the take of co-ordination among peer.To furnish emotional and social support to the individual on the principle that people in the same boat share the same problems.Cross wise relationships exists between personnel in one decision and personnel of equal, lower or superior status in other decision.All the enterprises not only permit bul also insist on voluntary crosswise or horizontal chambers of communications at all levels to speed information and improve understanding.The process of Human communication I. The Functions and Purposes of Communication among People A. Human Communication – “is the process through which individuals in relationships, groups, organizations, and societies create and use information to relate with others.B. Communication influences the way we think about and react to situations and people. 1. “The consequences of these actions have significant implications for the kinds of relationships we form, whom we become as people, and the way we contribute as members of families, groups, communities, organizations and the societies in which we live.” C. Communication affects all aspects of our lives: Personally, Socially, and Occupationally. 1. Personal Communication involves a reflection of oneself, and how we (as individuals) have learned to communicate throughout our development. a. Intrapersonal Communication – Is an inner dialogue conducted with oneself to assess one’s thoughts, feelings, and reactions. b. According to Ruben & Stewart “as individuals, communication is our link to the world, our means of making impressions, expressing, ourselves, influencing others, and giving ourselves.” 2. Social Communication involves communication between two or more individuals. “Communication is the means of pursuing joint activities, relating to each other, and sharing ideas.” a. Interpersonal Communication – Takes place any time a message is transmitted between two people. (This type of communication is not limited to formal speaking situations.) b. It includes casual acquaintances, intimate relationships, family members, coworkers, etc. c. “Often (this type of communication) originate(s) in face-to-face interactions with others.” 3. Occupational communication consists of specific communication skills that employers are looking for; specifically: Integrity and honesty – choosing ethical courses of actionb. Listening – Attending to and interpreting verbal messages from others. c. Reading – Locating, understanding, and interpreting written information in documents such as manuals, graphs, and schedules. d. Oral Communication – Communicating ideas and information through verbal presentations. e. Written Communication – Communicating ideas and information through documents such as letters, manuals, reports, and graphs. f. Responsibility and Self-management – Exerting high levels of effort, striving to achieve goals, monitoring progress, and exhibiting self-control. g. Problem Solving – Recognizing problems and devising and implementing plans to solve them. h. Knowing how to learn – Acquiring and applying new knowledge and skills. i. Self-esteem – Maintaining a positive view of one’s self and job. j. Sociability – Working and interacting well with others. k. Diversity – Functioning effectively in a multicultural and diverse work environment. l. Decision Making – Prioritizing goals, generating, alternatives and considering risks, choosing the best alternatives. m. Creative Thinking – Generating new ideas. II. The Elements of Communication (e.g., source, encoding/decoding, channel, feedback) A. Communication involves Responding to and Creating Messages and Transforming Them into Information That Can Be Used B. Effective Communication consists of the following key elements: 1. A Sender – who transmits a message. 2. A Receiver – who intercepts a message and then decodes it 3. Encoding – which is the act of converting an idea into a message; performed by the sender. 4. Decoding – the act of translating the message into an idea; performed by the receiver. 5. A Message – any symbol or collection of symbols that has meaning or utility. 6. A Channel – The medium used to transmit the message. a. There are various types of communication channels/mediums; they can be verbal or non-verbal, and include telephones, computers, television, etc. 7. Noise – any distortion that interferes with the transmission of a signal from the source to the destination. 8. and Feedback – a reaction that the receiver gives to a message offered by the sender. III. The Roles and Characteristics of Senders, Receivers, and Messages A. The Role of a Sender is to send an encoded message to be decoded by a receiver; the message is sent via a channel. B. The Role of a Receiver is to obtain the encoded message and to translate or decode it. a. While decoding, the receiver must account for any noise or distortion that may have interfered during the transmission of the Senders message. b. “Coded communication works at its best when the (Sender and Receiver) share exactly the same code.” (Origgi & Sperber) The Receiver and Sender must have a mutual understanding of the symbols being conveyed through the encoded message; if this understanding is not present the message may not be clearly interpreted. 2. Once the Receiver has decoded the message it is up to him/her to provide feedback (a reaction) to the sender. C. The Roles and Characteristics of a Message 1. As stated before, a message consists of symbols with meanings; these culturally agreed upon symbols create a symbolic language. a. Symbols – are characters, letters, numbers, words, objects, people, or actions that stand for or represent something besides themselves. b. A Language – is a set of characters, or elements, and rules for their use in relation to one another. 2. Messages may involve verbal codes – such as spoken or written language – or nonverbal codes, involving appearance, gestures, touch or other means. a. Examples of messages: speech, letter, wink, poem, advertisement, or painting. IV. The Adjustment of Message Elements to Achieve Specific Goals A. When an individual decides to pursue a particular plan, career, personal relationship, or personal challenge, that goal serves to direct his/her attention toward certain information sources and away from others. 1. The goal increases the likelihood that the individual will expose him/herself to communication sources and situations pertaining (to their interests). 2. The goal may well increase the individual’s contact with other people interested in a similar activity, and this will have an additional influence on information reception. V. The Use of Denotation and Connotation in the Communication Message A. Denotation – The basic and generally understood meaning of a word found in the dictionary. 1. It is likely within a society that there is an agreed upon understanding of symbols within that society. When someone does not understand the general meaning, denotation can have an impact on the message; be it a positive or negative impact. B. Connotation – The meanings and feelings associated with a word by an individual, based on personal experience. 1. Through self-reference we learn to attach meanings to the symbols to meanings that reflect our own experiences. This influence dictates how we interpret messages; what may be happy or sad for one person can have the opposite effect on someone else. VI. The Recognition of Characteristics and Influences of Internal/External Variables on Messages A. Characteristics of the information or message have a major impact on the selection, interpretation, and retention (of said message). 1. Origin – Where or how the message was created plays an important role in effective communication. a. Some messages are produced in “our physical environment.” b. Some messages are produced internally via intrapersonal communication. c. And other messages are produced using interpersonal communication. “From activities with other persons…” 2. Mode – Modes are signals/influences that can enhance or distract the receiver from the original message. “Both purposeful and nonpurposeful cues are vital as potential sources of the information that shapes behavior.” There are five types of Modesa. Visual – cues pertaining to sight; such as a wave, smile, or clothing. b. Tactile – cues pertaining to touch; such as touch, bumping, or temperature. c. Auditory – cues pertaining to hearing; such as speaking, honking a horn, or whistling. d. Gustatory – cues pertaining to taste; such as food sources and your taste. e. Olfactory – cues pertaining to sense of smell; such as body odor, perfume/cologne, or pheromones. 3. Physical Character – The messages size, color, brightness, and intensity are also important in information processing. 4. Organization – The way that our “ordering of ideas or opinions affects reception.” 5. Novelty – Information that is new, unfamiliar, or unusual stands out, “grabbing our “attention”. VII. The Recognition of Contextual Importance of Cultural, Social, Economic, and Historical Factors A. Cultural – Culture is the complex combination of common symbols, knowledge, folklore, customs, language, information processing patterns, rituals, habits, and other behavioral patterns that link and give a common identity to a particular group of people at a particular point in time. 1. The effects of culture on communication can lead to misunderstandings of symbols that may have alternative meanings from culture-to-culture. B. Social – People form social groups with like-minded people. Some notions that may be agreed upon in one social environment may not have the same meaning in alternative social settings. 1. “Through social and public communication the shared realities of language and meanings are created, perpetuated, reaffirmed, or altered.” C. Economic – A persons, societies, or cultures economic status can have a profound effect on how a message is received and interpreted. This is particularly prevalent in this technologically advanced stage in human evolution. 1. How can someone in today’s society communicate via e-mail if they have no computer? Or if they have no cell phone? Or if they have no television? D. Historical – The historical influences on a person, culture, or society have the potential to greatly alter message reception. Reflect on connotation and realize that each person, culture and society will apply specific “learned” connotation to their meanings. 1. Consider land disputes, family disputes, racism, alliances, cultural biases, etc. These historical influences will be “brought to the table” when communicating about these topics and with these people.MEDIA OF COMMUNICATIONWRITTEN COMMUNICATION:Written communication implies transmission of message is black and white. It includes diagrams, picture, graphs etc. Reports, polices, rules, procedures, orders instruction, agreements etc, have to be transmitted in writing for efficient running of the organization. Written communication ensure that everyone concerned has the same information. It provides a permanent record of communication for future reference written instructions are essential when the action called for vital and complicated. To be effective, written communication should be clear, concise, cornet and completed. It may take the following terms Reports CircularsMagazinesMemorandaNewspapersPictures, diagram, graphs etc.InstructionsAgreements9. Notice board etc. Advantages of written communication:It ensures transmission of information of uniform manner i.e. everyone concerned has the same information.It is an ideal way of transmitting lengthy message.It ensures little risk of authorized alteration in the messages.It is the only means of exchanging informations at all places even beyond telephonic range.It tends to be complete, clear, precise and correctIt less be quoted as a legal evidence incase of any disputesIt is suited to convey messages to a large number of persons at one and the same time.Disadvantages of written communicationIt is expensiveIt is time consumingIt becomes difficult to maintain secrecy about a written communicationIt is rigid and does not provide any scope for making alterations for in accuracies that might have crept in.It encourages red 'tapism' and involves so manyIt may be interpreted in a different manner by different people.It oftenly becomes too lengthy, when message are conveyed in writing. ORAL COMMUNICATIONIntroductionCommunication 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 inmind. What is it that needs to be stated? What is the language that s 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 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 - EmpathyIn 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.S - SenderThe 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 CheckEffective 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 be on the part of the sender or the receiver; it can be voluntary or involuntary.NoiseNoise 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. Physical2. Psychological.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 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 hangups, anxiety, tiredness, pre-conceived ideas and notions. These are mostly involuntary and no cause can be assigned to them.FACE TO FACE COMMUNICATION: In face to face communication we enjoy the opportunity to ask questions and to participate. Face to lace communication is sometimes supplemented by public hidden systems that permit manager to speak directly to workers in the workshop when two or more individuals engage in face to face communication the opportunity exist to utilize multiple information channels which have a high information potential'. It should be noted that participants ar.: not restricted to verbal channels to a single direction except by individual or organizational choice. In a sense the multiple nature of face to face channels in a form of automatic redundancy which consequences. Low cost some individual and some organizational international choose to restrict channel choice, message content and single directions where such a choice has proved effective and there is full awareness of its consequences.VISUAL COMMUNICATION: It includes pictures, graphs, diagram charts etc. organization make extensive use of pictures such a blue prints progress charts, maps, visual aids in training programmes, scale models of products and similar devices, the use of such means of communication is increasing in training and education as well as inorganisational communication pictures can provide powerful visual images as suggested by the proverb "A picture is worth a thousand words". Infact many companies have designed their advertisement copies in which only pictures are used ,#rfd no wards are spoken to be more effective, however pictures should be combine with well chosen words and action to tell the complete message.AUDIO-VISUAL COMMUNICATION: Audio-visual communication that may use of telecast short films on the cinema screen and video tapes is the latest medium of communication. It a combination of sight and sound. It may make as written words also. Audio-visual communication is founds suitable form as publicity, mass propaganda and mass education, large business laws frequently make use of this techniques to educate their works and to populars their products. The working of a new product can be effectively demonstrated through audio visuals. Audio communication is suitable mostly tor mass publicity and mass educations.SILENCE: Here we do not communicate through words, sign and signals, alone we communicate through the silence also. Elegant than words is not a meaningless usage. It contains in it the essence of generations of experience is not unusual to come across a situation in which nothing can express ones response is effectively as silence. Silence can effectively communicate a number of responses. Two stranger talk together or to each other for a few moments and they become silent. There is a communication gap between the two. The most effective use of silence can be made by giving a slight pause before or after as important point during a speech. Silence can effectively convey certain aspects such as disapproval, anger or defence.DEVELOPING LISTENING SKILLSIntroduction"It's a pity that Raman didn't receive the promotion he wanted, but he has one big fault: he doesn't know how to listen." This remark was made by a department head in a manufacturing firm. Listening is a skill, an art necessary for success in life and work.Do you know that we devote about 40 to 45 per cent of our working hours to listening? And do you know that, if you have not taken steps to improve this skill, you listen at only 25 per cent efficiency?For a long time most persons assumed that listening was a natural trait, but practically, not all people are good listeners. Evidence indicates that many persons do not know how to listen - that listening is a skill that must be developed. In Shakespeare's Julius Caesar, Marc Antony realizes that persons don't listen readily, for he begins his famous oration by saying, "Friends, Romans, countrymen, lend me your ears." As you will learn in the following pages, listening effectively is hard work. It involves far more than sitting passively and absorbing others' words. It occurs far more frequently than speaking, reading, or writing and is just as demanding and important.What Listening isJohnson defines listening as "the ability to understand and respond effectively to "Oral communication."Thus, we can state at the outset that hearing is not listening Listening requires more than hearing; it requires understanding of the communication received. Davis states it this way:"Hearing is with the ears, but listening is with the mind."Industrial firms have recognized the importance of the listening skill to manag-ers for some time. Dr. Earl Planty, in his role as executive counselor at Johnson and Johnson, has said: "By far the most effective method by which executives can tap ideas of subordinates is sympathetic listening in the many day-to-day informal contacts within and outside the work place. There is no system that will do the job in an easier manner. Nothing can equal an executive's willingness to listen."The benefits of applied listening skills are impressive. Good listeners make a company a more effective organization. They have better rapport with others, they get more out of meetings and are more effective in conferences, and they are better at understanding the needs of mon Faults of ListeningResearch studies shows that our listening efficiency is no better than 25 to 30 per cent. That means the considerable information is lost in the listening process. Why? Some reasons follow-1. Prejudice against the speaker - At times we have conflict in our mind as to the speaker. Whatever he speaks seems to be colored and we practically don't listen what he says.2. Rehearsing - Your whole attention is on designing and preparing your next comment. You look interested, but your mind is going a mile a minute because you are thinking about what to say next. Some people rehearse whole chains of responses: I'll say, then he'll say, and so on.3. Judging negatively - Labeling people can be extremely limiting. If you prejudge somebody as incompetent or uninformed, you don't pay much attention to what that person says. A basic rule of listening is that judgments should only be made after you have heard and evaluated the content of the message.4. Identifying - When using this block, you take everything people tell you and refer it back to your own experience. They want to tell you about a toothache, but that reminds you of your oral surgery for receding gums. You launch into your story before they can finish theirs.5. Advising - You are the great problem solver. You don't have to hear more than a few sentences before you begin searching for the right advice. However, while you are coming up with suggestions and convincing someone to just try it, you may miss what is most important.6. Sparring - This block has you arguing and debating with people who never feel heard because you are so quick to disagree. In fact, your main focus is on finding things to disagree with.7. Being Right - Being right means you will go to great lengths (twist the facts, start shouting, make excuses or accusations, call up past sins) to -avoid being wrong. You can't listen to criticism, you can't be corrected, and you can't take suggestions to change.8. Derailing - This listening block involves suddenly changing the subject. You derail the train of conversation when you get uncomfortable or bored with a topic. Another way of derailing is by joking.9. Placating - Right. . . Absolutely. . . I know. . . Of course you are. . .Incredible ... Really? You want to be nice, pleasant, supportive. You want people to like you. So you agree with everything.10. Dreaming - When we dream, we pretend to listen but really tune the other person out while we drift about in our interior fantasies. Instead of disciplining ourselves to truly concentrate on the input, we turn the channel to a more entertaining subject.11. Thinking speed - Most of us speak between 60 to 180 words per minute, and people have capacity to think at the rate of 500 to 800 words per Minute. The difference leaves us with the great deal of mental spare time. While it is possible to use this time to explore the speaker's ideas, we most often let our mind wander to other matters - from the unfinished business just mentioned to romantic fantasies.12. Premature evaluation - It often happens that we interrupt the speakers before they complete their thought, or finish their sentence, or state their conclusions. Directly as a result of our rapid thinking speed, we race ahead of what we feel is the conclusion. We anticipate. We arrive at the concluding thought quickly although often that is quite different from what the speaker intended.13. Semantic stereotypes - As certain kind of people bother us, so too do certain words. When these words are repeated time and again, they cause annoyance in the mind and effective listening is impaired.14. Delivery - A monotonous delivery by the speaker can put listeners to sleep or cause them to loose interest.15.External distractions - The entire physical environment effects the listening. Among the negative factors are noisy fans, poor or glaring lights, distracting background music, overheated or cold rooms, a conversation going on nearby, and so on.TECHNIQUES TO IMPROVE LISTENING SKILLThe ability to listen more effectively may be acquired through discipline and practice. As a listener you must be physically relaxed and mentally alert to receive and understand the message. Effective listening requires sustained concentration (regardless of the length of the message), attention to the main ideas presented, note-taking (if the conditions are appropriate), and no emotional blocks to the message by the listener. You cannot listen passively and expect to retain the message. If you want to be an effective listener, you must give the communicator of the message sufficient attention and make an effort to understand his viewpoint. Here are some practical suggestions for effective listening, which, if followed, can appreciably increase the effectiveness of this communicative skill.1. Realize that listening is hard work - You must appreciate the art of listening, and make conscious effort to listen others.2. Prepare to listen - To receive the message clearly, the receiver must have the correct mental attitude. In your daily communications, establish a permissive environment for each communicator. .3. Have positive attitude - If you have to do it, do it with a positive attitude.4. Resist distractions - Tune out internal and external distractions by facing and maintaining contact with the speaker. If you experience some negative environment factors, you can sometimes move to another location in the room. Good listeners adjust quickly to any kind of abnormal.5. Listen to understand, not refute -Respect the viewpoint of those you disagree with. Try to understand the points they emphasize and why they have such feelings (training, background, etc.). Don't allow your personal biases and attitudes to influence your listening to the message.6. Keep an open mind - A good listener doesn't feel threatened or insulted, or need to resist messages that contradict his beliefs, attitudes, ideas, or personal values. Try to identify and rationalize the words or phrases most upsetting to your means.7. Find an area of interest - Good listeners are interested and attentive. They find ways to make the message relevant to themselves and/ or their jobs. Make your listening efficient by asking yourself 'what is he saying that I can use? Does he have any worthwhile ideas? Is he conveying any workable approaches or solutions? G. KChesterton once said, There is no such-thing as an uninteresting subject; there are only uninteresting people.8. Concentrate on the context - Search out main ideas. Construct a mental outline of where speaker is going. Listen for transition and progression of ideas. If need be, you may reinforce the mental outline by physically taking down the notes.9. Capitalize on thought - speed - Most of us think at about four times faster than the communicator speaks. It is almost impossible to slow down our thinking speed. What do you do with the excess thinking time while someone is speaking? The good listener uses thought-speed to advantage by applying spare thinking time to what is being said. Your greatest handicap may be not capitalizing on thought-speed. Through listening training, it can be converted into your greatest asset.10. Combine verbal delivery with nonverbal cues - F. S. Pearls, author of Gestalt Theory Vibration, said "Don't listen to the words_ just listen to what the voice tells you, what the movements tell you, what the posture tells you what the image tells you".11. Show some empathy - Empathy means placing yourself in the shoes of speaker and try understand his viewpoint from there. If we show some empathy, we create a climate that encourages others to communicate honestly and openly. Therefore, try to see the communicator's point of view.12. Hold your fire - Be patient. Don't interrupt. Don't become over-stimulated, too excited, or excited too soon, by what the speaker says. Be sure you understand what the speaker means; that is, withhold your evaluation until your comprehension is complete. Mentally arguing with a communi-cator is one of the principal reasons so little listening takes place in some discussions. Don't argue. If you win, you lose.13. Listen critically and delay judgment - Good listeners delay making a judgment about the communicator's personality, the principal points of the message, and the response. Ask questions and listen critically to the answers. Then, at the appropriate time, judgment can be passed in an enlightened manner.Approaches to ListeningJust as a carpenter or a chef uses different tools to tackle a job, listeners can take advantage of several skills for listening and responding to messages at work. Different approaches to listening are discussed below-:Passive listening - Sometimes the best approach to listening is to stay out of the way and encourage the speaker to keep going: "Uh-huh", //really,/, "Tell me more", and so on. Non-verbal cues like eye contact, attentive posture, and appropriate facial expressions are an important part of the passive listening, enerally this approach is used when there is one to one conversation or the speaker is giving a formal presentation.Questioning - Sincere questions are genuine request for information: "when did you find that fuel was leaking from the barrel?", "When did you inform your manager?", and the like. These questions may be used to gather facts and details, clarify meanings, and encourage a speaker to elaborate.Paraphrasing - Paraphrasing occurs when a listener restate the speaker's ideas in his own words in order to ensure that he has understood them correctly. This is often preceded by phrases such as, "Let me make sure I understand what you are saying...", "or "in other words you are saying..." and the like. We often think that we understand other person but we may be wrong at times. Paraphrasing is a practical technique that can highlight misunderstandings.Here are some hints and tips to make you a better listener:1. Listen carefully to what the speaker says. Pick out the key words in any information. It's easier to remember one or two important words than a whole sentence. If you're taking a message for someone it's easier to write down key words to help you remember the message than it is to try to write everything out. You can add to your message after you've finished listening to the information.2. Give each new stage in a set of instructions a number, it will help you remember them later.3. Repeat the instructions or the information you've been given back to the person who gave them to you. If you've got anything wrong the person will correct you and the repetition will help you to remember.4. Ask questions about anything that you are unsure of, or replay the recorded message.5. Go through the complete sequence in your mind so that it is clear. If you're taking a message for someone else you might want to rewrite it using complete sentences so that it will make sense to the reader.6. If you are with someone you need to do some extra things while you are listening, because you are part of a two-way process and you want to encourage the other person. Look interested in what they are saying Maintain eye contactIf the person is giving you directions, pay attention to the direction they are pointing. Gesture can be very important and can often make the speaker's meaning much clearer.The Secrets to Listening Well"Listening is as powerful a means of communication and influence as to talk well." -John MarshallThere must be a lot of frustrated people out there, a lot of people who feel like they aren't listened to, a lot of people throwing up their arms and saying, "You just don't get it, do you?"There seems to be a growing realization of the importance of listening and communication skills in business. After all, lack of attention and respectful listening can be costly - leading to mistakes, poor service, misaligned goals, wasted time and lack of teamwork. You can't sell unless you understand your customer's problem; you can't manage unless you understand your employee's motivation; and you can't gain team consensus unless you understand each team member's feelings about the issue at hand. In all of these cases, you must listen to others.However, listening is less important than how you listen. By listening in a way that demonstrates understanding and respect, you cause rapport to develop, and that is the true foundation from which you can sell, manage or influence others. "I like to listen. I have learned a great deal from listening carefully. Most people never listen." - Ernest Hemingway Following are some keys to listening well:Give 100% Attention: Prove you care by suspending all other activities.Respond: Responses can be both verbal and nonverbal (nods, expressing interest) but must prove you received the message, and more importantly, prove it had an impact on you. Speak at approximately the same energy level as the other person...then they'll know they really got through and don't have to keep repeating.Prove understanding: To say "I understand" is not enough. People need some sort of evidence or proof of understanding. Prove your understanding by occasionally restating the gist of their idea or by asking a question, which proves you, know the main idea. The important point is not to repeat what they've said to prove you were listening, but to prove you understand. The difference in these two intentions transmits remarkably different messages when you are communicating.Prove respect: Prove you take other views seriously. It seldom helps to tell people, "I appreciate your position" or "I know how you feel." You have to prove it by being willing to communicate with others at their level of understanding and attitude. We do this naturally by adjusting our tone of vice, rate of speech and choice of words to show that we are trying to imagine being where they are at the moment.nonverbal communicationNonverbal messages communicate emotionsIt forms the bulk of our communication. Most of that communication is about emotional information, which in turn is a powerful motivator in human behavior. We base our feelings and emotional responses not so much upon what another person says, but upon what another person does.Because of nonverbal communication, you cannot not communicateThe very attempt to mask one's communication communicates something in and of itself. If you are playing poker with someone who has been talking normally, but who suddenly stops talking and goes "stone-faced," that person has communicated something. It may be a very good hand, or a very bad hand, but at the least the poker player has communicated a desire to hide what is there. Long periods of silence at the supper table communicate as clearly as any words that something may be wrong.Nonverbal communication is strongly related to verbal communicationNonverbal cues substitute for, contradict, emphasize, or regulate verbal messages. For instance, if someone asks us which way the restroom is, we may simply point down the hall. We may compliment someone's new haircut while our faces give away the real feeling of dismay we have. We may describe a fish we caught with a motion of our hands to emphasize the monster-like proportions. And most certainly we regulate the flow of conversation nonverbally by raising an index finger, nodding and leaning forward, raising eyebrows, and/ or changing eye contact.Problems of studying nonverbal communicationStudying nonverbal communication presents a whole range of challenges that are unique to its nature. They include:Nonverbal cues can be ambiguousNo dictionary can accurately classify them. Their meaning varies not only by culture and context, but by degree of intention, i.e., you may not be intending to communicate (in the absence of nerve disorders, people seldom talk out loud when they don't intend to). A random gesture may be assumed to have meaning when none at all was intended. Plus, some people who may feel emotion strongly nevertheless find that their bodies simply do not respond appropriately, i.e., someone who is feeling happy may not necessarily smile.Nonverbal cues are continuousThis is practically related to the last point. It is possible to stop talking, but it is generally not possible to stop nonverbal cues. Also, spoken language has a structure that makes it easier to tell when a subject has changed, for instance, or to analyze its grammar. Nonverbal does not lend itself to this kind of analysis.Nonverbal cues are multichannelWhile watching someone's eyes, you may miss something significant in a hand gesture. Everything is happening at once, and therefore it may be confusing to try to keep up with everything. Most of us simply do not do so, at least not consciously. This has both advantages and disadvantages. Because we interpret nonverbal cues subconsciously and in a "right-brained", holistic fashion, it can happen quickly and fairly accurately. However, because it is not conscious and more "right-brained" it is difficult to put one's finger on exactly why one got a certain impression from someone, or even to put it into "left-brained" wording.Nonverbal cues are culture-boundEvidence suggests that humans of all cultures smile when happy and frown when unhappy. A few other gestures seem to be universal. However, most nonverbal symbols seem to be even further disconnected from any "essential meaning" than verbal symbols. Gestures seen as positive in one culture (like the thumbs-up gesture in the USA) may be seen as obscene in another culture.Categories of nonverbal communicationsThe major categories of nonverbal communications include the following:personal spaceeye contactpositionpostureparalanguageexpressiongesturetouchlocomotionpacingadornmentcontextphysiologic responsesPersonal Space: This category refers to the distance which people feel comfortable approaching others or having others approach them. People from certain countries, such as parts of Latin America or the Middle East often feel comfortable standing closer to each other, while persons of Northern European descent tend to prefer a relatively greater distance. Different distances are also intuitively assigned for situations involving intimate relations, ordinary personal relationships (e.g., friends), social relations (e.g., co-workers or salespeople), or in public places (e.g., in parks, restaurants, or on the street.)Eye Contact: This rich dimension speaks volumes. The Spanish woman in the Nineteenth Century combined eye language with the aid of a fan to say what was not permissible to express explicitly. Eye contact modifies the meaning of other nonverbal behaviors. For example, people on elevators or crowds can adjust their sense of personal space if they agree to limit eye contact. What happens if this convention isn't followed? This issue of eye contact is another important aspect of nonverbal communication.Modern American business culture values a fair degree of eye contact in interpersonal relations, and looking away is sensed as avoidance or even deviousness. However, some cultures raise children to minimize eye contact, especially with authority figures, lest one be perceived as arrogant or "uppity." When cultures interact, this inhibition of gaze may be misinterpreted as "passive aggressive" or worse.Position: The position one takes vis-a-vis the other(s), along with the previous two categories of distance between people and angle of eye contact all are subsumed under a more general category of "proxemics" in the writings on nonverbal communications .Posture: A person's bodily stance communicates a rich variety of messages. Paralanguage: "Non-lexical" vocal communications may be considered a type of nonverbal communication, in its broadest sense, as it can suggest many emotional nuances. This category includes a number of sub-categories: Inflection (rising, falling, flat...) Pacing (rapid, slow, measured, changing...) Intensity (loud, soft, breathy,...) Tone (nasal, operatic, growling, wheedling, whining...) Pitch (high, medium, low, changes...) Pauses (meaningful, disorganized, shy, hesitant...)]Facial Expression: The face is more highly developed as an organ of expression in humans than any other animal. Some of these become quite habitual, almost fixed into the chronic muscular structure of the face. For instance, in some parts of the South, the regional pattern of holding the jaw tight creates a slight bulge in the temples due to an overgrowth or "hypertrophy" of those jaw muscles that arise in that area. This creates a characteristic appearance. The squint of people who live a lot in the sun is another example. More transient expressions often reveal feelings that a person is not intending to communicate or even aware of. Gesture: There are many kinds of gestures: the different gestures have many different meanings in different cultures, and what may be friendly in one country or region can be an insult in another .Touch: How one person touches another communicates a great deal of information: Is a grip gentle or firm, and does one hold the other person on the back of the upper arm, on the shoulder, or in the middle of the back. Is the gesture a push or a tug? Is the touch closer to a pat, a rub, or a grabbing? People have different areas of personal intimacy, and this refers not only to the sexual dimension, but also the dimension of self-control. Many adolescents are particularly sensitive to any touching that could be interpreted as patronizing or undue familiarity. Even the angle of one's holding another's hand might suggest a hurrying or coercive implicit attitude, or on the other hand, a respectful, gentle, permission-giving approach.Locomotion: The style of physical movement in space also communicates a great deal, as well as affecting the feelings of the person doing the moving. A related variable is the time it takes to react to a stimulus, called "latency of response." Some people seem to react to questions, interact in conversations, or are slower or faster "on the uptake" than others.Adornment: Our communications are also affected by a variety of other variables, such as clothes, makeup, and accessories. These offer signals relating to context (e.g. formal vs. informal), status, and individuality. The ways people carry cigarettes, pipes, canes, or relate to their belts, suspenders, or glasses also suggests different semiotic meanings. (Semiotics is the science of the emotional or psychological impact of signs, appearances-not words-that's "semantics"-- but of how things look.).Context: While this category is not actually a mode of nonverbal communication, the setting up of a room or how one places oneself in that room is a powerfully suggestive action. Where one sits in the group is often useful in diagnosing that person's attitude toward the situation. Group leaders need to be especially alert to the way the group room is organized. Physiological Responses: This, too, is an exceptional category, because it cannot be practiced voluntarily. Still, it's useful for therapists and group members to become more aware of these subtle signs of emotion. It often helps to comment on these observations, as it implicitly gives permission to the person experiencing the emotion to more fully open to that feeling; or, sometimes, to more actively suppress it. Either way, the existence of that signal is made explicit in the group process. Interpreting nonverbal cuesImmediacyImmediacy cues communicate liking and pleasure. We move toward persons and things we like and avoid or move away from those we dislike. Generally, we instinctively decide whether we like someone or not and then later find "reasons" to back up our feelings. We can summarize the nonverbal behaviors then by saying that cues that move or lean or otherwise open up or go toward the other person communicate liking.Cues that fall in this dimension include eye contact, mutual eye contact, touching, leaning forward, and touching.ArousalArousal in this usage is similar to animation. That is, when we are interested in communicating with someone else, we tend to be more animated. A flat tone of voice and very little movement indicate a lack of interest.Cues that fall in this dimension include eye contact, varied vocal cues, animated facial expressions, leaning forward, movement in general.DominanceThese cues indicate something about the balance of power in a relationship. They communicate information about relative or perceived status, position, and importance.For instance, a person of high status tends to have a relaxed body posture when interacting with a person of lower status. High-status people tend to have more space around them, such as bigger offices, and more "barriers" such as more hallways, doors, and gatekeepers such as secretaries.Furniture, clothing, and location also tend to communicate in this dimension.IMPROVING NONVERBAL COMMUNICATIONCheck contextDon't try to interpret cues isolated from other such cues, from the verbal communication, or from the physical or emotional context. As we've said in class, someone's arms being crossed may indicate nothing more than physical discomfort from a cold room.Look for clustersThis is the nonverbal context itself. See if the arms being crossed are accompanied by a resistance to eye contact and a flat tone of voice.Consider past experienceWe can more accurately interpret the behavior of people we know. For one thing, we notice changes in behavior more than the behavior itself. Unless we know someone, we can't know that something has changed. For another thing, we interpret patterns of behavior. Your mother may always cry when you come home from school with an A, and so you learn that this represent happiness in that particular situation.Practice perception checkingThis is basically the art of asking questions. For instance, you come home and announce to your significant other that you have received a great promotion that requires you to move to another state. Your announcement is met with silence. Rather than assume that s/he is upset, ask, "Does your silence mean that you're opposed to the move?" You may find out that s/he is simply stunned at the opportunity. Recognize that you are interpreting observed behavior, not reading a mind, and check out your observation.SIX WAYS TO IMPROVE YOUR NONVERBAL COMMUNICATIONIt is not only what you say in the classroom that is important, but it's how you say it that can make the difference to students. Nonverbal messages are an essential component of communication. Some major areas of nonverbal behaviors to explore are:Eye contactFacial expressionsGesturesPosture and body orientationProximityPara linguisticsHumorEye contact:Eye contact, an important channel of interpersonal communication, helps regulate the flow of communication. And it signals interest in others. Furthermore, eye contact with audiences increases the speaker's credibility. Teachers who make eye contact open the flow of communication and convey interest, concern, warmth and credibility.Facial expressions:Smiling is a powerful cue that transmits:HappinessFriendlinessWarmthLikingAffiliationThus, if you smile frequently you will be perceived as more likable, friendly, warm and approachable. Smiling is often contagious and students will react favorably and learn more.Gestures:If you fail to gesture while speaking, you may be perceived as boring, stiff and unanimated. A lively and animated teaching style captures students' attention, makes the material more interesting, facilitates learning and provides a bit of entertainment.Head nods, a form of gestures, communicate positive reinforcement to students and indicate that you are listening.Posture and body orientation:You communicate numerous messages by the way you walk, talk, stand and sit. Standing erect, but not rigid, and leaning slightly forward communicates to students that you are approachable, receptive and friendly. Furthermore, interpersonal closeness results when you and your students face each other. Speaking with your back turned or looking at the floor or ceiling should be avoided; it communicates disinterest to your class.Proximity:Cultural norms dictate a comfortable distance for interaction with students. You should look for signals of discomfort caused by invading students' space. Some of these are:? Rocking? Leg swinging? Tapping? Gaze aversionTypically, in large college classes space invasion is not a problem. In fact, there is usually too much distance. To counteract this, move around the classroom to increase interaction with your students. Increasing proximity enables you to make better eye contact and increases the opportunities for students to speak.Paralinguistics:This facet of nonverbal communication includes such vocal elements asTonePitchRhythmTimbre LoudnessInflectionFor maximum teaching effectiveness, learn to vary these six elements of your voice. One of the major criticisms is of instructors who speak in a monotone. Listeners perceive these instructors as boring and dull. Students report that they learn less and lose interest more quickly when listening to teachers who have not learned to modulate their voices.Humor:Humor is often overlooked as a teaching tool, and it is too often not encouraged in college classrooms. Laughter releases stress and tension for both instructor and student.You should develop the ability to laugh at yourself and encourage students to do the same. It fosters a friendly environment that facilitates learning.Obviously, adequate knowledge of the subject matter is crucial to your success; however, it's not the only crucial element. Creating a climate that facilitates learning and retention demands good nonverbal and verbal skills. To improve your nonverbal skills, record your speaking on video tape. Then ask a colleague in communications to suggest refinements.Effect of culture on business Responding effectively to different cultures when preparing for business communication is a key business survival strategy in a global economy, and permeates nearly all aspects of business afterward. Culture affects all areas of business communications, including contract negotiations, production operations, product sourcing, marketing campaigns and human resources decisions.Definition of CultureCulture is a set of attitudes, beliefs, behaviors and customs. Members of a community teach one another these learned cultural cues so that it becomes an ingrained, accepted part of their society. Common cultural elements include social structure, language, religion and communication. Beliefs about the role of business and how business activities should be carried out fall into this understanding of culture, since business partners interact within their own cultural context. Examples of cultural preferences in business might include the pacing of negotiations, level of formality between business partners and subtle versus direct conversation about money.Smaller WorldModern technology, including the Internet, telephones, fax machines and cell phones, has facilitated more rapid communication between businesses around the world. While this greatly expands a business’s opportunity for growth and profitability, it does increase the chance that a communication misstep can result in an offended client or business partner. Such miscommunications can lead to the loss of partnerships and millions, if not billions, of dollars.Culture in BusinessCulture affects the way people think about business in their own society. An awareness of cultural attitudes toward business will help you communicate efficiently and effectively when working with people from other cultures. For example, Asian cultures, including Japan and China, promote teamwork and cooperation in business environments while Western businesses promote individual action and responsibility. Understanding these values will help you to create an effective communication strategy with partners from these regions.Effects on CommunicationCulture directly affects business communication, both verbal and nonverbal. Some cultures, including Australia, the United Kingdom and Germany, place high significance to the words actually spoken. Other cultures, including Japan and Arab cultures, still place significance on the spoken word, but also place great significance on the context of the conversation. Silence carries significance in all cultures, and this might be interpreted in different ways during cross-cultural business munication BreakdownIgnoring culture in business communication can lead to problems and communication disruptions. Internal business communication can be disrupted or misinterpreted if workers don’t share the same understanding of goals, expectations and processes. Understanding a culture can help businesses anticipate potential challenges or barriers in the adoption of new policies or processes before efforts break down. For example, some business cultures may thrive in an exchange and dialogue-based communication system while other cultures (for example, Japanese and Arab cultures) rely more heavily on subtext. If new information or ideas are suddenly imposed on employees accustomed to a more collaborative work culture, there may be a lack of buy-in and the project will fail.TrainingSome businesses may choose to pursue professional training in business communication with an emphasis on cultural understanding. For example, the Global Business Communication training program offered by the University of Colorado includes training on cross-cultural awareness for international business settings. Participants dissect cultural case studies, learn communication skills and practice sustainable business communication skills.The Role of Culture & Communication in BusinessCulture is a shared set of values and perceptions -- and a very powerful concept. Culture can be limited to small groups, such as an office or a company, or it can be wide enough to span continents as is the case when people refer to "Western Culture," which encompasses the commonalities of numerous nations. Each individual runs into culture in our towns, regions, nations, ethnic backgrounds and of course, work. Business intersects with culture at many junctures and a smart businessperson considers all of these when making important decisions.Workplace ConsiderationsAmerica is a country of immigrants. As such, people of widely varied races and ethnic backgrounds form the modern workforce. While America certainly has elements of an overarching American culture, it is equally characterizes by the variations of its various ethnicities and subcultures. Employers and employees must respect the cultural variations, and the different perceptions and human needs they create. This ranges from being sensitive when discussing religion, culture and politics to being thoughtful about scheduling and allowing for people's time off to accommodate their holidays and celebrations. It also includes working with people for whom English may not be a first language and trying to help them succeed in your pany CulturesEvery company has a culture and they are far from uniform. When dealing with clients, vendors and business partners, you have to consider the company culture when addressing its representatives. For example, your office may be small, relaxed and friendly, but your client's culture may be very formal and traditional. Starting an email with a "Hey, Bob..." could be seen very poorly. Similarly, when making a sales pitch, a strong emphasis on personalities and understanding may not go over well with a formal company. Instead, a very well organized PowerPoint presentation accompanied with written reports will get you further.Shaping SuccessCompany cultures give everyone in the organization a common platform and approach for their work. The shared outlooks of a company's culture determine employees' attitudes, effectiveness and sense of team. Some cultures develop around the way a company works, and other times, leaders work to shape and implement a company culture. Creating a strong and effective company culture stems largely from the communication strategies of owners and top management. Companies who want a creative and proactive company culture not only have to communicate this to employees, but to reinforce it in their daily communication styles. For example, managers of empowered company cultures often say things like, "Great thinking -- can you take the lead on implementing that?", "How would you solve this problem?" and "I'd like you to come up with three great ideas and come show them to me later."Culture And MarketingWhen companies interact with their customer bases, they have to consider that not every market works the same way. The marketing and sales approaches that work in an upscale suburb might be completely ineffective and even inappropriate to an inner-city area with ethnic minorities or a rural area with a different socio-economic composition. Particularly in retail sectors, companies have to construct their marketing and communication strategies to be culturally sensitive and appealing to a numerous ethnic groups and demographics. This may include using Spanish billboards in some areas orChinese signage in stores in other areas as well as changing certain stores' product mixes to meet the needs and tastes of the local populations.International MeetingsWorking with overseas clients, business partners, vendors and offices means understanding the cultures with which you're working. To sell effectively or create a strong working platform, you have to make sure good communication is actually occurring and communication only occurs when both parties reach a common understanding. When meeting with foreign clients, be sure to develop presentations that mesh with their business culture. Also be prepared to interact in a way that shows respect for their ways of doing business. Effective international communication usually involves some careful preparation by studying a culture as well as a lot of face-to-face communication, which may include video conferencesUNIT-IIMANAGING ORGANIZATION COMMUNICATIONFORMAL COMMUNICATION: Formal communication as the very name implies is the deliberately created officially prescribed path for flow communication between the various positions of in the organization. It is deliberate attempt to regulate the flow of organizational communication so as to make it orderly and there by to ensure that information flows smoothly. The officially prescribed communication network may be designed on the basis of a single channel or multiple channels as described below.a)SINGLE CHAIN: Single chain communication network exists between a superior and his subordinate since these may be a number of levels in an organization, each individual within those levels is both Superior as well as subordinate except the person at the top or bottom. Communication flows downward or upward through each successive level. Communication flow through a chain may be orderly and easy to control but is very time consuming. Often we find such a communication network in bureaucratic organizations.b) WHEEL: In wheel network all subordinate under one superior communicate through him only as he is the hub of the wheel. They are not allowed to communication among themselves. Thus there is no horizontal communication. In this network, problem of co-ordination is the main drawback.c) CIRCULAR: In circle network, the communication moves in a circle each person can communicate. With his adjoining two persons. In this network, communication flow is slow.d) FREE FLOW: In this network, each person can communicate with others freely. In this network, Communication flow infact but problem of coordination exists. This is followed in free-form organization or in tasks force.e)INVERTED-V: In this network, an individual is also to communicate with his immediate superior as well as his superiors superior. In this case the subject matter of communication is prescribe.In each a network communication travels RMAL COMMUINICATION/GRAPEVINE COMMUNICATION The informal channels of communication also known as 'grapevine' is the result of any official action, but of the operation of social forces at workplace. The term 'grapevine' arose during the day of U.S. civil war. At that time intelligence telephone lines were string loosely from tree in a manner of grapevine and the message there on was often disorted, hence any rumour was said to be from the grapevine. To day the term applies to all informal communication while formal communication is the method by which people carry on social, non-programmed activities within the formal boundaries of the system.Grapevine is more active when:There is high organizational excitement such as policy changes, like automation, computerization etc. or personnel changes.The information is new rather state.People are physically located close enough to communicate with one another.People cluster in groups along the grapevine, that is they have trust among themselves.GRAPEVINE NETWORK: There are fewer types of pattern through which grapevine travels, they are.a) Single Stand: In single stand network, the individual communication with other individuals through intervening persons.b) GOSSIP: In probability network, the individual communicates randomly with other individual according to the law of probability.c) PROBABILITY: In probability network, the individual communicate randomly with other individual according to the law of probability.d) CLUSTER: In cluster network, the individual communicates with only those individual whom he trust out of these information networks, the cluster is the most popular.ACCURACY IN GRAPEVINE Usually there is a perception that grapevine is inaccurate. This happens because grapevine tends to be associated with rumor, another form of formal communication, which more often tends to be in accurate. However contrary to this perception, the accuracy level is very high in grapevine. Sometimes major portion of grapevine may be true but inaccurate part may make the whole grape wise meaning loss.INTRA- PERSONAL COMMUNICATION: Jntrapersonal communication is individual and personal communication where the process take place within an individual. An individual may be isolated from others by not communicating but cannot stop communicating with himself or herself continuously. It is a common practice that before communicating with others an individual communicates with him to understand and estimate the action of the receiver.The way we talk to over selves and the way we use language has much to do withy our happiness, our relationship with others and our success. We talk to our selves, more than any body else because our thought race to about 400 words per minute. It is virtually impossible to shut off our national conversation. India personal communication depends on the persons age, psychological maturity, nature of personality, external environment, psychologist and doctors first that everybody should spare time to concentrate on them, in the form of meditation.India communication is the most significant part of human life it refers and guides mans regular life and influences his behavior with others. It helps to become more aware of themselves which is essential for effective.INTER PERSONAL COMMUNICATION: It is the next io Intra personal communication in which the communication process between persons, take the form of conversation otherwise known face-face, communication people at home, at the workplace, in public gathering within enquires and topics of mutual interest, Inter personal communication result from human bonds, may be among family members, colleagues, social relations, neighbor, per group etc. Inter personnel relations, provide basic frame work for building human relations and a strong society,, work environment and conflicts free organization. This concept of interpersonal relations and different models of it such fact to face conversation, telephone conversation etc.MODEL FOR INTER PERSONAL COMMUNICATION: EXCHANGE THEORY Exchange theory provides a conceptual frame work by considering what is being exchanged in interpersonal relations. This concept holds that interpersonal motives depend on the reward value gained from the relationship and that individuals involved in a relations need to feel that each is contributing equally i.e. other rewards are equal to what is given. If over a period of time one person feels he or she is contributing too much or too little to a relationship that person-is likely to discontinue-that relationship. In this theory, one was view interpersonal acts as commodities to be exchanged. Such commodities would include information, expertise, status and love, as well as money.Example: If A invites B to dinner, B my attempt to repay A's effort and expense by unferring status on A. This might take the form of thanking A and remarking about the excellent food and perhaps asking for the recipe in order to show how pleased B was with the dinner. Eventually however B may need to reciprocate in some manner perhaps by asking A to dinner.Example: A manager allow his or her subordinate to break some company rules of little consequence like taking unactivised break if they above completed a job. When a comes up where a little extra effort is needed from - the workers, the manager is in a position to ask them for extra effort since they have received something from the manager in exchange.JOHARI WINDOW - MODEL FRONTIER PERSONAL COMMUNICATION:The 'Johari window' is a theoretical conceptualization developed by 'Joe Luft (1961). We use it here as a focus of our discussion on the information from between two persons. Imagine window frame. Inside the frames everything there is to know about you i.e. your opinions feelings, likes and dislikes, goals, needs etc. You are not aware of everything about yourself. You learn more about yourself all the time. Others with whom you have relationships do not have full knowledge of you either. The Johari window is a model for examining those areas of a person which are known and those areas which are not known to the person and others. The johari window divides knowledge about an individual into four areas according to the degree of self-knowledge other have of the individuals.AREAS FO THE JOHARI WINDOW The 'ARENA' is those aspects of a person of which both the individual and others are aware. This might be termed as 'open area'. It represents the image are presents to other. One's arena is often largely defined by the role and activities one pursues. The second area the "BUND SPOT' area might better be walled the 'bad-breath area'. This is the area where one is unaware oneself though others are aware. The third area is 'facade' this area has to do with a persons few troubles, negative, feelings about self etc. which the person is afraid to show others for fear they might him or her. Finally the fourth part of an individual that which is completely unknown i.e. "unknown area" part of an individual that which is completely unknown i.e. "unknown area" part of the person has not been revealed because the person has not put himself or herself in situations of reveal it. For example: If one has been under extreme stress, how one would react under extreme stress is unknown both to oneself and others. These four areas are inter related and mav chonped in size in the process of interpersonal relations and personal growth.TRANSACTIONAL ANALYSIS - MODEL FOR INTER PERSONAL COMMUNICATION: Transactional Analysis provides a useful framework for focusing attention on how exchanges take place. Bune (1964) suggests that there are three basic ways that individual use to relate to others. These modes of behavior are called the parent, the Adult and Child Sine they are roughly analogous to these roles.ParentAdultChildPARENT EGO STATE: The parent mode of communication is learned from one's parents people record the attitudes, values and moral of their parents during their childhood at a time when they one in no position to question or evaluate their parents idea. Young children observe their parents behavior how the parents relate to them etc. When situations arise which touch on one's parent, the parent ego state is likely to be activated. It is generally easy to recognize parent communication. If the tone of voice is moralistic, if the person shakes a finger at the listener, if authority is used instead of reasoning and if the speed is sprinkled with "shoulder" it is very likely the parent that is also may over whelm the adult.ADULT EGO STATE: The adult ego state is that part of the individual which is relating-oriented and problem-centered, the adult attempts to take differs experiences as data and rationally deal with them. The objective of the maturing individual in transactional analysis terms is to free oneself both form the Childs feelings of helplessness an dependency and the parents edicts which over everything from sex to work.Perhaps the best indicator of the Adult state is the ability to cope responsibility with stress. As we shall see later most peoples adult are contaminated with child and/or parent ego states so that often what seems to be an adult communication (reasonable, responsible etc) may infact also contain child or parent message.CHILD EGO STATE: The child ego state contains ail the impulse that can naturally to a young child. It also contains the memories of childhood experiences and how one respond to them. The child has experienced situations where the individual was helpless and dependent, which may have led the child to conclude that he or she is not satisfied or comfortable. The child also contains the playfulness and curiosity that are so obviously a part of the young child life. Characteristics of the child which are easily recognized are rebelliousness, curiosity, playfulness etc. The Adult is the only ego state which is interested in and receptive to information. The child is primarily interested in fulfilling the wants. If sender message in an attempt to convey its needs. The parent assume role of the sender in presenting its controlling message. It is the adult which receiving processes and feed back information in an attempt to understand the other municationGatewaysUnit -1BarriersImportanceImportantParadoxJohari windowEssentialitiesrelevanceModelsBasic Interpersonal InternationalUNIT - IIIMANAGING MOTIVATION TO INFLUENCE INTERPERSONAL COMMUNICATION: As we tend to see, managers who are so strongly, focused on the task and the achievement of company objectives as prescribed by the external system that they are largely unaware of these intrapersonal variables. The unaware managers are likely to view ideas concerning motivation as pointing the ways to get the subordinate to perform at a higher level. The implication for these managers is that there is something that the manager can do which will "magically" get the subordinates to produce like crazy because the subordinate now want to achieve the company objectives. That is when many managers speaks of motivating subordinate they really mean changing the subordinates motives, while changing the motivation of others is possible, it is difficult to receive of such change as these managers have in mind unless they have much great control over the environment of the subordinate. It is much feasible for managers to understand the subordinate presents motives gather than to change their motives. If managers understand subordinates motives and accepts them as un changeable they may be able to influence the behavior of the subordinates. The integration of individual and organizational objectives is one of the primary issues manager in today world.INTRA PERSONAL PERCEPTION UPON COMMUNICATION: When people are unaware, they interact with others in ways which often lead to communication breakdowns people guess from inference debut others motives. If these motives are expressed in a confused way, they are likely to be misinterpreted. The misinterpretation or in accurate perception can happen for a number of reasons. First the same interpersonal act may be motivated by one of several different motives. The impact of their personal act depends somewhat on how one perceives the motivation underlying the act.For example: If Jeo invited Fred his boss to dinner this might be interpreted by Fred as an act of friendship or as paying or repaying a social obligation or it might be interpreted by Fred as an attempt6 to influence him. Second reason for inaccurate interpersonal perception is that the way the interpersonal act is perceived which depends on the perceives as well as act.Example: If Fred feels uncomfortable being close to other people have more likely to treat the invitation to dinner as an attempt to influence his rather than as an expression of positive feeling by Joe. If Fred is the type of person whose is concerned about influencing and manipulating others, he is more likely to see others as trying to manipulating him. We tend to interpret other peoples actions in term of our own motives. Third reason for in accurate interpersonal perception is that we tend to interpret interpersonal actions in terms of our image or stereo type of the person with whom we are interacting. We use the information of misinformation we have accumulate about the group which that person.Managing Motivation to influence inter personal communication: As we tend to see, managers who are so strongly, focused on the task and the achievement of company objectives as prescribed by the external system that they are largely unaware of these intrapersonal variables. The unaware managers are likely to view ideas concerning motivation as pointing the ways to get the subordinate to perform at a higher level. The implication for these managers is that there is some thing that the manager can do which will "magically" get the subordinates to produce like crazy because the subordinate now want to achieve the company objectives. This is when many managers speaks of motivating subordinate they really mean changing the subordinates motives, while changing the motivation of others is possible, it is difficult to receive of such a change as these managers have in mind unless they have much great control over the environment of the subordinates. It is much feasible for managers to understand the subordinates present motives rather that to change their motives. If managers understand subordinates motives and accepts them a as unchangeable, they may be able to influence the behavior of the subordinates. The integration of individual and organizational objectives is one of the primary issues manager in today world.INTRA PERSONAL PERCEPTION UPON COMMUNICATION: When people are unaware, they interact with others in ways which often lead to communication breakdowns, people guess from inference about others motives. If these motives are expressed in a confused way, they are likely to be misinterpreted. The misinterpretation or in accurate perception was happen for a number of reasons. First the same interpersonal act may be motivated by one of several different motives. The impact of the interpersonal depends somewhat on how one perceives the motivation underlying the act.For Example: If Jeo invited Fred his boss to dinner this might be interpreted by Fred as an act of friendship or as paying or repaying a social obligation or it might be interpreted by Fred as an attempt to influence him. Several reason for inaccurate interpersonal perception is that the way the interpersonal is perceived which depends on the perceives as well as act.Example: If Fred feels un comfortable being close to other people he is more likely to treat the invitation to dinner as an attempt to influence him, rather than as an expression of positive feeling by Joe. If Fred is the type of person who is concerned about influencing and manipulation gathers, he is more likely to see others as trying to manipulating him. We tend to interpret other peoples actions in term of our own motives. Third reason for inaccurate interpersonal perception is that we tend to interpret interpersonal actions in terms of our image or stereo type of the person with whom we are interacting we use the information of misinformation we have accumulate about the group which that person belongs as means of interpreting his or her motives. If we have stereotype of union members which says that all they want to do is to avoid work, that they want to makes a lot of money without really contributing to the compe. Then we will bend to interpret their actions in terms of this image. Infact the image may be so strong that we will have to distort or ignore information we have about the particulars union member with whom we are interacting, in order to continue to perceive that person as our stereotype describes him or her. Eventually as we continue to interact with the person, we may accumulate enough information about him or her to force us to reject the stereotype, usually we simply admit that we were wrong in assuming that the particular person involved fit the stereotype. Rarely we do examine the validity of the stereotype.ROLE OF EMOTIONS IN INTER PERSONAL COMMUNICATION: Lack of awareness of emotion can lead to breakdowns in communication. This is because feelings influence interpersonal perception and inter personal motives. Infact the expression of any interpersonal communication reflects the individuals feeling. If people are unaware of their feelings they are unaware of a significant aspect of what they are communicating. In addition to the fact that expressing feeling as they occur tends to reduce irrationality and confusion the expression of ones feelings acts to bring other feelings to consciousness. That is when we have repressed feelings for most as receives, there are a lot of feelings which we have not expressed. When we express one, this expression tends to bring others to awareness and there is a possibility of more straight forward communication. The identification and constructive use of negative emotions pose special problems in interpretational communication they are - fear and anger.FEAR IN INTERPERSONAL COMMUNICATION: Fear is the anticipation of physical or psychological pain. If one is paying attention to what might happen rather than to what is presently happen one's ability to respond to the situation is impaired. In order to understand how fear inhibits performance and development let us examine a common fear provoking situations. A manager is afraid of making presentation to committees or other groups. If the fear is great, the manager is likely to perform poorly. The avoidance of a fear producing situation relieves the fear and thus is rewarding. The only way of reducing the fear is by speaking to a group and performing well. In that event the manager will be reinforced for this action and will be less likely to avoid the situation. By speaking on numerous occasions, the manners ability as a speaker should improve, yielding additional re-enforcement and thus speaking to a group and decreasing fear.Anger in interpersonal communication: The modern in our cultures and certainly in the culture of business is to avoids the expression of anger or control ones anger. This may be detrimental in many ways even in business. If the person cannot directly express anger, it is likely to be expressed indirectly. The manager who is angry at the boss but afraid to express this anger may take it out on a subordinate. This is called displaced aggression, some may take it out on themselves. This is especially true of people with low self confidence who tend to attribute relationship problems to their own inadequacies. Being angry at oneself of course only contributes to lower self-confidence. Finally the individual may simply internalize anger. The failure express anger, however may increase tension to a point where it effects task performance adversely. The danger with the expression of anger is not that it will fail to have an impact on the listener, but that the listener may act in a destructive or negative manner rather than attempt to constructively change the anger producing MUNICATION STYLES A communication style might best defined as a specialized set of interpersonal behaviors which are used in situation. The communication process describes in elemental terms "what" take place when set of behaviors involved in the elemental process. A communication style differs from a specific communication action in two distinct ways.Each communication style represents a category of communication behaviors which have related purpose and similar approaches.A particular style will be used with consistency by a person for similar situations.There are six different types of communications styles.1. The Controlling Style: The controlling style is one in which the communication constrains and directs the actions or thought of others. The controlling style is essentially one way, with any feedback being basically for the purpose of classification, communicators using this style tend to permulate their ideas prior to discussion and then gain the compliance of others. They do not like to consider alternatives which others may propose. They persuade others by showing the incentives which may give from a given course of action. They often engage in the process of selling themselves and their status to others. By virtue of their power, the communication tell others what the others will or will not do direct threats or promises do not apply or are not effective such a communicator may manipulate the receiver into the desired action. Since the disappointment that follows for the receives usually damage future communication, manipulation is usually reserved for short term relationship. Which we are using controlling style. We are taking the parent role of transactional Analysis and inviting a child response on the part of the person with whom we are communicating. The directive aspect of the management process often walls for the use of the controlling style.2.The Equalitarian Style: The equalitarian style is characterize a two way flow of exchange in which the influence feedback and forth between people. Here the communication does not assume personal superiority or expertise but receives information as well as giving it. The communicator shows genuine interest in the ideas of others. Decisions are often based upon a consensus rather than being unilateral in nature. The atmospheric established by the equilibrium style is relaxed and often information.3. Structuring Style: The structuring style is used by the communication who is oriented toward establishing order organization, scheduling and structure through the communication process. This communicator influences others by discussing with them the goals, standards, schedules, rules or procedures that seem to apply to the situation. Structuring communications rarely involve the expression of strong emotion. The communications usually are objective in nature.4. The Dynamic Style: The dynamic style is employed by a communicator who is highly active and aggressive. The communication tends 1.0 be brief and to the point. It is frank and open with an absence of evasion. The communications o\- the dynamic style are not deep and philosophical but are oriented to the pragmatic, immediate problems confronted. They rarely deal with plans or strategies of the distant future. This approach to communication is more at home in the distant future. This approach to communication is more at home in the fact moving business than in the halls of the ivy-covered university.5. The Relinquish Style: The relinquish style involve a subordination of ones position to that of another person. The communicator defers to the desires of other person. A communication takes a receptive rather than a directive position and shows interest in the contributions of others. The communication shows preference for a supporting role rather than for a directing one.6. The With-drawal Style: The withdrawal style involves an avoid an interaction. It is almost a mis representation to refer to the person using this pattern as a communicator. Infact the users do not wish to communicate but prefer to withdraw from others. They do not wish to influence others and prefer not to be influenced. In a discussion withdrawal may take the form of diversionary tactics to get away from the topic. The diversionary approaches may include joking about the problem.BARRIERS OF COMMUNICATION The problem of communication arises be causes there are various obstacles which may entirely present a communication, filter part of it out or give it incorrect meaning. These obstacles are knows as 'communication barriers'. They are discussed under various groups as follows:SEMAT1C BARRIERS: Semantics is the science of meanings as contrasted with phonetics, the science of sounds. All communications are symbolic, that is these use symbols (words, pictures, etc) that suggest certain meanings, semantic barriers arise from limitations in the symbols with which we communicate.1. Symbols with different meanings: Communication symbols usually have a variety of meanings and we have to choose one meaning from many. In 500 most common English words have an average of 28 definitions each. Moreover a particular word may give contradictory meaning in different parts of the country.2. Badly expressed message: Lack of clarity and precision in a message makes it badly expressed. Poor chosen and empty words and phrases etc. are so common faults found in this case.3. Faulty translations: livery manager receiver various type of communication from superior and he must translation information destined for subordinate, into language suitable to each. Hence the message has to be put into words appropriate to the framework in which the receiver operates or it must be accompanied by an interpretation which be understood by the receiver. Here faulty translations to impaired efficiency and heavy costs.4.Unclassified assumptions: There are certain excommunicated assumptions which under le practically all meanings. Though a message appears to be specific, its underlying assumptions may not be clear to the receiver.Barriers To CommunicationAn activity as complex as communication is bound to suffer from setbacks if conditions contrary to the smooth functioning of the process emerge. They are referred to as barriers because they create impediments in the progress of the interaction.Identification of these barriers is extremely important. According to the role observed by the two participants, let us categorize the barriers as:Sender-orientedReceiver-oriented.Sender-oriented BarriersSender-oriented barriers could be voluntary or involuntary. At any cost, efforts should be made on the part of the sender to identify and remove them. As the sender is the originator of communication, he should be extremely careful not to erect barriers. If his interaction gives rise to or indicates that there are barriers, the communication comes to a grinding halt. Some of the barriers that are sender-oriented are as follows:1.Badly Expressed Message.Not being well versed in the topic under discussion can create problems of this nature. The sender may not be able to structure his ideas accurately and efficiently. What he wishes to say and what he finally imparts may not be the same. The discrepancy emerges as soon as the words are uttered. In fact, one of the important criteria at the time of initializing a piece of communication is that ideas should be concrete and the message should be well structured. The receiver should not feel that the interaction is a waste of time. The moment this feeling crops up, the listener totally switches off and thus ceases the process of effective communication.2.Loss In Transmission.This is a very minor issue but one that gains in magnitude when it leads to inability in transmitting the actual message. Once again, if the choice of the channel or medium is not right, the impact of the message is lost. This is mostly a physical noise. However, the responsibility lies with the sender, as he should ensure that all channels are free of noise before commencing communication.3.Semantic ProblemHigh and big sounding words definitely look and sound impressive. But if the receiver is not able to comprehend the impact of these words, or if they sound 'Greek' or 'Latin' to him, the entire exercise proves futile. This problem could arise in the interpretation of the words or overall meaning of the message It is also related to the understanding of the intention behind a particular statement.4.Over/ Under CommunicationThe quantum of communication should be just right. Neither should there be excess information nor should it be too scanty. Excess information may confuse the receiver as he has to figure out the exact import of the message, and scanty information would make him grope for the actual intent of the message .The sender should ,as far as possible try to get the profile of the receiver so that at the time of communication he knows how much material is needed and how much can be done away with. Suppose he starts with some information that the receiver already possesses, the latter might lose interestas it is merely repetition of what he already knows . So b the time he arrives at the core of he matter , he had already lost the attention of the receiver.5.T -Attitude.Imagine a piece of communication that begins and ends with the pronoun "I". How tedious it is going to be for the listener to sit through the entire piece of interaction. If the sender starts every sentence with "I", 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.6. Prejudices.Starting any piece of communication with a bias or know-itall attitude can prove to be quite detrimental to the growth of communication process. Though it is easier said than done, still, when communication commences, all sorts of prejudices should be done away with, and the mind should be free of bias. This would enable the sender to formulate his message, Mind, free of keeping only the receiver and his needs in mind. Thoughts like "Last time he said this..." or "Last time he did this..." or "He belongs to this group..." can totally warp the formulation of the message. This barrier can also be extended to the receiver. If the respondent starts with prejudices in mind, he too would be unable to listen to the intent of the message. His understanding of the message is going to be warped. The messages are going to be understood in relation to the prejudices that a receiver harbors against the sender.Rules for Overcoming Sender - Oriented Barriers.These barriers are not insurmountable. Care and constant practice on the part of the sender can remove these barriers. Some of the rules for overcoming sender-oriented barriers are as follows:1. Plan and clarify ideas.Ideas should be carefully formulated/thought out before beginning any kind of communication. This can be done by following few steps. Primary among them is to test thinking by communicating with peers and colleagues. It is said that two minds are always better than one. Ideas, when discussed aloud with another person, necessarily take on a shape and form. Errors of logic, if any, get sorted out. In this process the concepts of others can also be collated and incorporated to make the communication richer and more fruitful. As these steps require preplanning and extra time, the sender should be highly motivated. Unless he is sufficiently motivated, he will not spend extra hours in planning the message and clarifying it by facilitating discussions with other members in the organization.2.Create a climate of trust and confidence.In order to win the trust and confidence of the receiver, the sender has to put in extra effort through which he is able to win the trust and confidence of the recipient. This is what we normally refer to as establishing sender credibility. If the receiver is convinced that the sender has his best interests at heart, he would be willing to pay attention to all that is being said and try to grasp the import of the message in the manner in which it is intended.3.Time your message carefully.Different occasions and different hours necessitate a change in the encoding of the message. The sender has to be careful of the time and the place he makes his statements. As all communication is situation bound, a statement made at an incorrect moment, or a wrong place can stimulate an undesired response. The most prudent step is to measure the import of the message in relation to the situation and then impart it.4.Reinforce words with action.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.municate efficiently.The sender can only ascertain whether communication has been effective when he confirms with feedback. The receiver on his part is also wary as he knows that he would be requested for feedback. Soliciting and receiving feedback is the simplest and the surest way of removing any barriers that might crop up in the course of communication as a result of either over communication or a semantic problem. Once all barriers to communication have been overcome, communication, it is said has been meaningful and purposeful.Receiver-Oriented BarriersReceiver can also have some 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 the information. He is equally to blame if the situation goes awry and communication comes to a stop, or there is miscommunication. Some of the barriers emanating from the side of the receiver are as follows:1.Poor retention.Retention is extremely important during interaction. If the receiver has poor retention capability, he would probably get lost in the course of the proceedings. There would be no connection between what was said initially and what is being said now. He might counter statements instead of seeking clarifications that might lead to clamping on the part of the sender. If the decoder feels that his retention capacities are not good, a judicious strategy for him would be to jot down points. It does not portray him in a poor light. On the contrary, it shows how conscientious he is to get the message right.2.Inattentive listening.The mind has its own way of functioning. It is very difficult to exercise control over one’s mind. Listening is more of an exercise in controlling the mind and exercising it to assimilate messages. The errors in listening arise primarily because the receiver is either not interested in what is being said, or has other things to concentrate on. The art of listening is an exercise in concentration.3.Tendency to evaluate.Being judgmental and evaluative are both the starting points for miscommunication. Remember, one mind cannot perform two activities at the same time. If it is evaluating, listening cannot take place. Evaluation should always be a sequel to the listening process. It cannot be done simultaneously with listening. The minute sender opens his mouth, if the listener starts mentally pronouncing judgments concerning his style or content, he has actually missed out on a major part of what has been said. His responses naturally are then going to be incorrect or expose his misunderstanding.4.Interests and attitudes."I am not interested in what you are saying" or "My interest lies in other areas". Starting any piece of communication with this kind of indifference can thwart any attempts at communication. Fixed notions of this kind should be dispensed with. It is not possible to be interested in all that is being said. But to start any communication with this notion is hazardous.5.Conflicting information.Dichotomy in the information that the receiver possesses and that which is being transmitted can create confusion and result in miscommunication. Conflict between the existing information and fresh one results in elimination of the latter unless and until the receiver is cautious and verifies with the sender the reliability and validity of the message. The sender hould convince the receiver that whatever is now being said is correct and relevant to further proceedings.6.Differing status and position.Position in the organizational hierarchy is no criterion to determine the strength of ideas and issues. Rejecting the proposal of a subordinate or harboring a misconception that a junior cannot come up with a "eureka" concept is not right. In fact, many companies have started encouraging youngsters to come up with ideas/ solutions to a particular problem. These ideas are then discussed among the senior managers and their validity is ascertained keeping the workings and the constraints of the company in mind. The basic purpose of this upward traversing of ideas is that fresh and innovative minds can come up with unique solutions. If an individual has been working in a particular company for some years, it is natural that his mind gets conditioned in a particular manner. Challenging newcomers to innovate,as a part of company policy takes care of ego problems that may arise if this is not a accepted norm.7.Resistance to change.Fixed ideas, coupled with an unwillingness to change or discuss, hampers listening and results in miscommunication. Novae concepts that require discussion before they can really materialize, if rebuked, fall flat. The onus lies directly on the receiver who is unreceptive and unwilling to change. People with dogmatic opinions and views prove to be very poor communicators and erect maximum number of barriers.8.Refutations and arguments.Refutations and arguments are negative in nature. Trying to communicate with the sender on the premise that refutations and arguments can yield fruitful results would prove to be munication is a process in which the sender and the healthyreceiver are at the same level. The minute refutations or discussions arguments begin, there is a shift in balance between the two participants, after which the receiver moves to a conceived higher position and the sender remains at the same level. In case there are some contradictions that need to be resolved, discussion is the right way to approach. Listening to the views of the other, trying to understand or at least showing that there has been understanding, appreciating and, finally, positing own views should be the sequence to be followed. The strategy adopted should not make the sender feel small or slighted.NIT - IV BUSINESS WRITING SKILLSEffective writing is pre-requisite of existence in modern set up and success in any endeavour.Not all successful persons are good writers, but generally a close correlation between success and effective writing exists.Writing still contributes to one's success in any profession or business.To become successful in any endeavour, one should master the skill and art of expressing oneself clearly and precisely through written message.One's excellence in writing skill determines the chances of influencing people, winning friends and gaining business.On the other hand poor writing means failure. Inability to express his intellect and wisdom takes away much of his credit as an intelligent and wiseman.Clecir, concise and persuasive message writing is essential for any business executive.Written message ( a letter, report, memo) conveys a lot about the w riter'" s personality.Well written and well executed message nol only helps the other person to understood the purpose of conversation but also enhances the writer's image as well as orgn's image.WRITING SKILLS:Writing like any art or craft is an inner urge which springs from the inner most feelings.The persons who are more sensitive and profound thinkers can write with greater depth and breadth.Writing small influence and measure-how best one is able to pat his ideas on paper,how one uses apt words at appropriate places,how one follows the rules of grammar, andabove all how one express oneself clearly and concisely.Writing skill requires tremendous practice and persistent efforts to master the art of writing clearly, correctly, concisely and creatively.Business people sometime a feel confused to put their thoughts to pen and paper, to manage the mechanics of grammar, Spelling and format.Business writing doesnot involve long process of introspections, exploration of inner layers of mind, meditating and then putting intuitives arm logical thoughts on paper.Business writing does not involve higher erudition, imagination and creativity. However, it requires clear thinking, thorough knowledge the situation, and grasp of principles of good writing.Good Business Writing:Any piece of writing must satisfy the following, to quality a good business writing:it must reveal the writer's ability to express himself in good English.Essential of Good Business Writing:The purpose of every business writing is to make the reader understand on the same sense and spirit, that the writer wants to convey.The conveyable message should be produced out of well thought and matured but at the same time it should look natural and simple look ordinary message.Business writing like other forms of communication should possess the 70's of communication. Candit, Clear, complete, concise, correct ad courteous.To make the written message effective, the sender has to pay attention to certain principles.Unity:The written message should contain unified sentences and unified paragraphs.Each single sentence should contain a single idea clearly and directly expressed.All should stress only on one central idea.Emphasis:The idea, facts, figures pertaining to the message should be emphasized in the order of their imp or priority.Graphs, charts, audio-visual, statistics etc. should be used at proper place to attract the reader towards the main idea of the pleteness:Incomplete message breeds misunderstanding and misinterpretations, load to further queries which result in wastage of time and resources, and irritate the reader.It should contain all relevant details. Clarity:It Means conveying the message free from an ambiguities and confusion.Writer should think clearly and in logical sequence.Express in commonly used words. Conciseness:Convey the message in lowest possible words without completeness and clarity.To save the time of reader.Aimless and unnecessary details distract the reader's attn.Avoid needless repetition and roundabout expression.Accuracy:Reporting of inaccurate facts and figures can mislead the reader and loan result in wrong decisions.Wrong spellings, faulty grammar, poor sentence construction etc. district the attn of the reader and sometimes confuse him.Steps in Effective Writing:Any writing, particularly business writing can be divided into 3 stagesor steps for the sake of convenience:1. Pre-writing, 2. Free writing, 3. Re-writingStep-I. Pre-Writing:Pre-writing stage involves planning the material and facts to be collected or literature to be searched.Before writing, decide about the following:a) the purposeb. the person to whom it is written c) the scope of the subject d. the desired response expected. Step-II, Free-Writing:Writing the first draft, that starts after deciding the purpose, identifying the reader, etc.Never expect the first draft be the final draft. Before production of final draft, a lot of review and revision of the first draft has to be done.Writing first draft requires organizing and outling the matter in logical sequences and steps.These outlines act blue prints facilitating construction of the building.?Once outlines are complete, write in the way you feel easy and convenient on the paper.Here creativity should not be sacrificed for an elegant expression, fine tuning of words and perfection of grammatical rules.?But before writing-a.feel at ease, free from inner trouble and turmoil,b.gather your mental strength,c.concentrate and contemplate on the matter for the purpose of bringing thoughts from the crust to the surface of the mind.Stop-III: Re-Writing:Involves review and revision of the first draft.Ensure that the written material is written from the reader's point of view & not from writer's point of view.Consider the following points for rewriting:a.be sure that you have used the words the reader will understand,b.replace the long sentences and words with short and simple ones.c.favour active verbs over passive.(it does not imply that passive verbs cannot be used: about avoid their over use)d.ensure that your mag is logical and well-knit.e.correct your grammar, spelling and punctuation errors,f.check the tone, (formal, humorous, positive or negative tone depending upon the relationship you intend to establish with the reader).LETTER WRITINGMeaning and Definition of Letter:Letter is defined an a written communication, transmitted by the receiver, by means of post office or some other mode.Letter is a type of written communication, addressed to a particular person transmitted through a mechanism of post office network, connected regionally or globally.Meaning of Business Letter:A business letter is a form of communication written by an authorized person of an organization.In government organizations business letters are often termed as official letters. Purpose and Functions of a Business Letter: (IMPORTANCE)Business letters are highly useful in introducing trade relations and promoting business transactions.They provide convenient and inexpensive means of communi. Without personal contacts, furnish evidences of transactions and help in creating good impression and goodwill.1. Record and Reference - (permanent record, ready reference substitutes sharpest memory.2. Evidence of Contracts - (a letter signed is an authentic proof, fully recognized by the courts of law)3. Public Relations - (built goodwill among clients and creditors, create positive image, friendliness, actas silent ambassadors of the company)4. Business in Remote - (can reach even very remote places)5. Propagate the existence of the Organization :Letters make the people to remember the organization. Forever. Ex: Greeting cards, thanks letters, invitations etc. strengthens the external environment.? To co-ordinate the activities of Large People/Departments/Units:? Letters are efficient means to enter into new markets:Globalization formulated avenues to new and unexplored markets. Types of Letters:1. Personal letters (friends and relations)2. Social letters (the group includes invitations and answers to invitations for lunch, dinner, supper etc. These letters are strictly formal)3. Official/Business letters:Inquiry - answer to inquiries, orders and their execution, sales letters and circulars, agency letters, complaints-claims and adjustments; collection-settlement of accounts, credits status inquiry references, bank correspondences, insurance correspondence, import and export correspondence, application letters, calling for a post, calling for interviews, appointment letters and termination orders.Essentials of an Effective Business letter:1. Promptness:Promptness creates good and blasting impression, sometimes, a back reference has to after to different departments or has to get the consent of the higher officers. When it is knows that the reply the letter requires time, the correspondent should atleast lake it a point to acknowledge the letter received and intimate time requires to send a reply.2.Knowledge of the Subject:The knowledge of the past correspondence, better understanding of letter, the needs and requirements of sender of the letter and the knowledge of the firm's policies can prove valuable aids to the correspondent for d rafting an apt reply.3.Appropriateness:A letter writer should vary tone arid language of the letter according to the need and the occasion:Psychology of the reader, the use of technical terms, are imp. Unnecessary use of phrases and words must be strictly avoided, simplicity in writing is imp.4.Accuracy, Completeness and Clearness:Facts, figures and statements, quotations must be very accurately mentioned.Accuracy and completeness together and help in avoiding mistakes.Letters should be accurate, complete and clear, or else it might result in unnecessary exchange of letters leading to delay and create frustration and adverse affects.5.Courtesy:Courtesy is considerate and sympathetic behaviour, a friendly attitude.Impatience, irritation, criticism and unfriendly tone, a fighting style should be kept out of our letters.If you don't make a friend, you will atleast avoid making any enemy, if your letter is courteous.6.Tact:Matters of delay in execution of order, refusing complaint and credit, requesting for early payments or adjustments, always requires tactful handling.7.Persuasion:It requires making positive suggestions and convince him how and why is to be advantage.Even disagreeable things can be get done with the help of conviction, which is achieved only through art of persuasion.Everyone is primarily interested in himself. Hence, Persuasion requires an appeal to the reader's interests, economy, financial gain, savings, pride of possession, social prestige, self esteem and security etc.8.Salesmanship:Every outgoing letter is a traveler, it is a salesman. Every letter is a sales letter and it should have the requisite of salesmanship.It is silent but not dum. It helps to make the reputation of the firm.9.The positive and Pleasant approach:A businessman will have many occasions when he has to refuse, say, no, regret, disagree, complain or say sorry to say this in plain words and a straight forward style is not difficult.? A negative beginning irritates the reader.? A positive approach convinces the reader of the helplessness of the writer or his genuine difficulties etc.10.Faulty and consciousness11. The you attitude.12. Pleasant impression.GENERAL PRINCIPLES OF LETTER-WRITING:Every business letter-writer has to consider these principles to formulate an effective letter:1.Clarity:The purpose is to put across the idea to the reader and not to set a puzzle for it.To be sure of what you mean and then to say it in plain terms.There should be only one possible meaning and this should be clear to be reader.Logical sequence. " crediting unnecessary words/terms.2.Simplicity:Achieved by using simple and familiar wordsUse short sentences, use short paragraphsPrefer the active to passive voice.3.Brevity:The writer should not be brief at the cost of clarity and courtesy.Brevity can be obtained by vvriling unnecessary details and cutting out unnecessary words.4.Sincerity:Sincerity of purpose counts a lot in human relations and business dealings.Frankness and authenticly.Attn on assumptions and its disclosure.Refined language plays an important role in business.The writer should not take shelter behind backneyed expressions that are used indiscriminately.Ex: Assuring you of our best co-operation.Marriage invitation - friends, relatives etc.5.Courtesy:Ensure courtesy with firmness, reduces negative feelings, make a angry person to a friendly, suppress the short temper of a peson, reduce negative response and brings positive response.6.Positive Tone:A letter may sound, cordial, friendly, cold, preemptory (authoritative) or even captious (fault finding) or contentions.? Attn on reader's point of view.Polite and definite.Avoid pompous (outward show) language.Avoid communication gap.7.The you Attitude:Means that the reader is the most important person for the writer.Letter should an understanding of his problems and difficulties and should be written from his point of view.8.Define the purpose:Every letter has a definite purpose to achieve.Expectation - precise.9.Language:Must be simple and direct, avoid long and complex sentencesDelete high sounding violability which are not common and also rareEdit unnecessary words without missing its meanings.10. Standards in Writing:Quality can be improved through-a.using quality paper, pen and printers,b.avoiding corrections, overwriting.c.using suitable and attaining formatd.neat and attractive messages and folding of the lettere.avoid substandard languages.rmal and friendly attitude:Latest trends in letter writing is the principle of adoptive informal way of expressing views.Friendly culture is today's principle of business writing.Same is applicable between subordinate and superior, sellor and customer.12.Highlight the essential points:Underline or printed in bold letters.Mention in brief the same message before closing remarks or in the last paragraphs.Repetition - wherever possible.13.Tactful and sincere:It is not always easv and simple to write reply in convincing and effective wav.? Ex: information on profits, revenue or expenses.? Intelligent presentation of the information.? Express the fault or problem or facts genuinely, but ensure relations may not get spoiled.14.Free from mistakes:? Human error to a reasonable extend is accepted.? Spelling mistakes must be avoided,(weak-weak, cheap-cheap weather-whether, laxmi-lakshimi)?Mis-spellings may give wrong meanings -Madam - Madum Quean - Queen.? Grammar mistakes? Vague expressions15.Write a short letter:Normally the receiver/sender is a busy executives, he is interested only in the sub/business, but not on the language skills.If the letter is very long, the receiver pospone reading the letter or reading selective lines or selective paragraphs.16.Autonomy to the writer:If sufficient free is given to the writer, he can use his professional skills.Many times, the stone/typist, is better than the superior in framing and wording a letter.Reasonable freedom is to be allowed to the actual person in-charge of drafting letter.A business letter is a formal letter and in several cases, it acts as a legal document.Different parts of a letter have different, but definite functions to perform.ex: Date, letterhead, signature has different duties to perform.GENERAL COMPONENTS/ELEMENTS (Para) OF A BUSINESSLETTERSThe Head-address/Heading or letter Ex. Head:This is the name and address of the sender. Usually its place is top center to the right of the sheet or paper.The letter head contains short description of the business, and also includes the telephone numbers, then telex numbers, and the telegraphic address, if any, on the left hand side, below the name and address.Some letter heads include the addresses of the ITO/Regd. Office/administrative office in detail.Proper care in printing the letter head (colour size ) Date:The date should always be written with the name of the month and the number of the date.Ex: wrong 10-03-2002, right 10th March 2002.In the modern style the stand and are avoided (10th, 2nd) 1st)Do not write abbreviations for name of month, because it confuses the reader and reader can not grasp the abbreviations quickly.It is advisable to the writer to write actual data, unless it is essential, like typing letter in advance, a letter should not be ANTE date or POST date.3.Reference: (Internal reference)This is usually written to the left of the paper, in the same line as the date.It indicates the file number, the dept to which the file has to go, the number of the letter and the year.Correct ref will help to dispatch to the right persons to take action intime.Reference facilitates link to previous letters.4.The inside address:Consists of the name and address of the person or company to whom, the letter is to be sent.Address has to be written in as great detail as on the envelops, for it, may sometimes used as the outside address;Ex: in a window envelope.When writing to a company, M/s should be written only if the name of the company contains a personal name.Ex: Wrong M/s. National Rayon Co.Ltd., Right National Rayon Co.Ltd.? When writing to an individual, both or and esquire should not be written.? The place of the inside address determines the margin of the body of the letter.?While writing inside address, the following points should be noted;Each part of address is to be written in sepaiate line. Name of the town is to be written in capital letters, if necessary underline it, pin is to be mentioned separately.5.Salutation:? It is greeting to the receiver of the letter.? The commonest forms used are Dear Sir and Dear Madam.? Only Sir or Madam makes the letter very formal.? In Govt, correspondence, only Sir or Madam in preferred.6.The Caption Line:? Caption line is usually placed below the salutation.? It gives in a nutshell what is contained in the main common of the letter.? The caption line is usually made distinct by placing words: RE; REF;? Sometimes the caption line is heavily underlined and placed before the salutation.7.The body of a letter:?Most important part and divided into three parts-a.The opening or the introductory paragraphb.The main communication to be made, mav be subdivided into paragraphs.c. The closing paragraphs, which is short and something of a formality.? A business letter should usually deal with only one topic. Otherwise it becomes difficult to file the letter.? Other steps:a.proper indication for continuation pages,b.avoid giving side headings,c.avoid writing points in the form of a list,d.avoid big paragraphse.make it as natural as possible.8.The Complimentary close;? It is a form of saying good-bye.? It comes to the right of the letter below its body. Ex: Yours faithfully, Yours sincerely, Yours truly.?While writing the complimentary close, the Y has to be capital and there should be no aposprophs in the word Yours.9.The Signature:A letter should contain signature of the writer.A letter without a signature is not a letter in the eye or law, because it does not make a person responsible for the contents of the letter.Signature is a free hand written name with pen on the line or space left for the purpose.Mr/Mrs is not written before signature.Can use FASCIMILE signature also.10.Enclosure:This word is written to the left side of the paper, and below the signature. It is marked either as one or end.It indicates that some thing more than letter is attached.It is very easy for the xeceiver to check the list give under End: with the set of papers he received.11.Identification initials:A business letter will be dictated to the Steno, who types it.To make it convenient, for admn. Reference, both the typist and the dictator of the letter may their initials.This may be marked at close to left margin below the signature line.It becomes easy to trace a mistake if where is any, when the initials are given.12.Copies to or Copy Notation or Co or carbon copy:This is a part of the letter which comes in the left hand corner below the word enclosures.This is normally mentioned as C.C. with the names and addresses of the persons to whom copies of the letters have been sent.13. PS or Post Script:? PS comes from the latin word-post scriptum, and means what ever has been written afterwards.? The ps is written at the bottom of the page.? No nalutation or complimentary close is required.?Useful to rectify mercial correspondence Commercial correspondence is a skill and is required by training, observation and constant practice.1. Letter-head must be attractive and give the full name, full address and other details accurately.2. Where there are a number of addresses, make it clear where the correspondent is a supposed to reply to you.(specific indication - please3.Ensure that every letter looks beautiful and pleasing? Corrections? Interpolations (x)? Omissions? Erasures? Uneven spacing etc.Spoil the beauty of LETTER 4.The envelope must be typed with care(spl attn when using window envelopesO5. When using window envelopes: See to it that the inside address coincides with the window, otherwise letters are likely to be miscarried or delayed.6. Be courteous.7. Ensure the you attitude9. Check enclosures (order)10. Check dates(particularly month beginning, month ending, year ending, new year)11. Letter should be to the point.12. Letter should be is precise.13. Letter should be clear.?Clear thinking, firmness, frankness.14.Give clear instructions, if the letter is to be sent otherwise than by ordinary postCertificate of postingRecord deliveryExpress deliverySpeed postRegistered mostReg'd. Post with ack. DueInsured postHand deliverySpecial message.15. Reply promptly (in time)16. Special instructions? Confidential ? Purely persons. DON'TS1.Do not delay a replyBut do not also be in a hurry. You may wait till you have all the relevant facts and information before you.2. Do not be confused3. Never be? You can be firms.? Yet polite4. Do not be unfair.5. Do not make a personal attack or personal criticism. Ex: mistakes - grammar mistakes6. Do not miss any relevant points when relying to letters.7. Do not write to a wrong persons or wrong authority.8. Do not use jargo unless the technicalities of the subject matter require such use.9. Do not use cliches10. Don't violate and Do's mentioned11. Proper punctuation:Comma, Semicolon,Colon,Full Stop, Question mark,Apostrophe, Mark of exclamation, quotation marks , dash, hyphen, brackets.MEMOSWritten commn. in frequently used within the organization. Those are popularly called inter-departmental communication.IDC may assume the form of memo, office circulars, office orders, notes, letters to regional office or letters to branch office etc.These are designed on the some principles of written commn. as were used in letter writing.However, those are drafted in direct and straight forward language with little worry about the effect of words on the reader.It does not mean that internal messages may be written in harsh and cold language.The purpose is to present clear and straight forward message that gets across quickly and easily, (convey inf/decision/to make short requests) ORIGIN of the word - MEMO:Memos in abbreviation of word MEMORANDUM which means "a note to help the memory".This is internal commn flowing downward, upward or horizontally, meant to provide a summary of important information and suggest actions to be taken.It Is also called interoffice memorandum.Usually memos are USED:a.for conveying routine messageb.for submitting periodical reportsc.for communicating changes in orgns,d.for issuing instructions to the staff.e.for confirming a decision made at phone,f.for calling explanation on some matter of conduct,g.for asking certain spl. Information.h. for granting/ withdrawing certain permission to do something. Advantages of the Memo:1.Inexpensive:Because of its hand to hand circulation within the orgn. It isinexpensive means of commn.2.Convenient:It is convenient to write and read memo, as all headings like person, dept/unit/section printed in standardized format.Memos take comparatively less time for writing, transmission and reading, than letters.3.Future reference:Memos are usually stored in office files or computer discs. Can be usedfor future references.4.Quick:Memos ensure quick and smooth flow of inf. In all directions.With exchange of memo, the busy executives and employees can interact with each other without disturbing their routine.5.Establishes accountability:As memos are records of facts and decisions, they establish accountability (responsibility)Prefer memos even for exe events and requests than telephone or verbal conversations. Disadvantages of Memo:It is very common that people feel hurt whom they are issued memos for something bad.(but there are certain extreme situations, where the question of fixing responsibility arises, memos have to be issued)The executive should avoid frequent use of memos, especially in situations calling explanations.The person whom written explanations are issued feels embrassed and consequently tries to react through back-bittings etc. This pollutes the orgnl environment and creates cynicism, which is harmful for the orgnl growth and creativity.How to overcome the dis-advantages:To bring change in the orgn, issuing memos will not serve the real purpose.Before issuing memos, executives and employees 'of different levels should be involved.Remember the chain of understanding should always preceed the chain of command.How to write Effective Memos:? A memo is written in easy language and direct style.? Like reports, plain facts arc narrated in direct and objective way.? No attempt is made to create psychological impact or an emotional appeal to the reader.I. Pre-Writing Stage:?In the pre-writing stage, the writer should-Identify the purpose of writing memos. Determine the audience, the persons, for whom the memo is written,Establish the scope of the subject,Gather all references and data before hand.II. Writing Stage:? While writing memo -a.keep the purpose and reader's needs in mind,anize the facts in logical sequence.(Chronological/functional/Geographical/question andanswer type/problem and solution wise) If the memos are short, they can be written in direct wav, narrative the facts in logical manner without dividing the memo in different parts. But for writing long memos, it is better to divide them into following:1. Summary - highlight the findings, conclusions and recommendations incondensed form.2. Introduction-to state the purpose, scope and problem.3. Discussion -it is the main part. May be divided in to various subheadings, statement of the problem, methodology adopted, analysis,evaluation, conclusion and recommendations.4. Concluding & remarks- reviews the main points and problem. General: avoid language which is too technical, specify clearly the action to be taken.III. Rewriting Stage:? The last stage involves review and revision of the first craft.? Ensure to incorporate the most essential inf.? Pay particular attn to the accuracy, dates, names, figures, and other qualitative data.? Correct the grammar, spelling and punctuation errors,? Check the distribution list of make bare that anybody who needs to see a copy, his not left out.Electronic mail (E-mail):Email in business can be used for intra-company communications, marketing purposes and coordinating with business partners, suppliers and customers. Some common advantages of business email over traditional mail or telephone communications are cost reductions, lower overhead and speed. Email software is available for every size business, allowing for customized business and employee interactions.SpeedCommunicating by email is almost instantaneous, which can enhance communications by allowing for quick dissemination of information and fast response to customer inquiries. It may also allow for quicker problem-solving and more streamlined business processes. As a result, small business owners can accomplish more in less time.Geographic Barrier ReductionEmail reduces geographic and time zone barriers for businesses. Employees or contractors from around the world can communicate, regardless of their location. Likewise, customers can send sales questions and support requests by email based on their own time zone schedules.Targeted MarketingEmail lets businesses market to targeted audiences. Customers can opt in to receive email communications about products they own, sales or new items. Customers who receive targeted emails based on their preferences are likely to be more receptive. Email marketing can also target customers based on their status with a business. For example, a business can tailor messaging to new customers, existing customers and repeat customers.EfficiencyEmail can help increase productivity. Business owners can communicate with established distribution lists, automatically forward information based on a topic, or send information to specific individuals as needed. Most email software provides customization features you can tailor to the type of work performed, volume of daily email messages and the needs of the worker. Effective email use can reduce reliance on face-to-face consultations and meetings.Lower CostsMoving communications from physical mail to email can result in significant savings in postage costs, shipping supplies and employee resources. Businesses can also decrease customer service support costs by focusing on email customer support options rather than phone-based servicesAdvantages of E-mail:1.Facilitates paperless office/without sitting at office?In the present business world, rapidly advancing towards less formaltructure, E-mail facilitates more paperless office and enables the employees to function even without sitting at office.2.Work at home beyond the duty of hours:?E-mail has created an easy communication link among executives and employees transcending hierarchical barriers and has facilitated them to work at home beyond their duty hours.3.Cheaper Rates:?E-mail is the instant means of communication at distant places at significantly cheaper rates.4.Message to large number or selected persons:?Through E-mail, message can be sent to large number or selected persons simultaneously.5.Storage and Memory: (Packages such as MS outlook express have the facility of storing the msg)?Like Fax, E-mail system also provides the advantage of storage of message in the memory. As a result, it saves the sender's time wasted in telephone tags.6.E-Culture and E-Expression:?People are more interested in E-Mail addresses, than postal address or telephone members.E-mail is becoming popular not only because of being cost-effective and instant means of communication, but also because of present social shift to E-Culture and ultimate form of e-Expression.7.Authenticity to the message:?In E-mails the sender's ID, date and time of the message are automatically transmitted. Therefore, they give some authenticity to the message.8.Zipping:?It is possible to send large amounts of data through E-mails through zipping.Scanned images, graphs, statistics, pictures, photographs, audio messages, drawings - can be send and received as attachments without distorting the formatting.Limitations:1. Restricted only to people with Computers:?One of the disadvantage of E-mail is that it is restricted only to people with computers.2. Virusprone:? Another disadvantage with e-mails is that they are virusprone. As many anti-virus packages are developed, so many viruses are Mushrooming.MEETINGSMeetings are unavoidable part of an organisation. They are liked and hated at the same time.The popular saying is A committee keeps, minutes but loses hours.They are also felt as a deliberate play to delay a plan or to scuttle a proposal.. Some feel that a good way of letting a proposal killed, is referring into a committee.Peter Drucker feels, one either meets or one works. One cannot do both at the same mittees/meetings can thrush out solutions to knetty problems, because it is the collective wisdom..In a multitude of minds, sometimes, decisions are delayed. But collective participation gives everyone a sense of participation in the mgmt.They can clear several misunderstandings or misconcepts.What makes Meeting Wasteful?The reasons can be varied. It could be ill-planning, poor preparation, personal angularities, non-recording/improper recording of minutes, incompetent/high handed chairpersons, hidden agendas, absence of important members, unsuitable timings etc.1.Poor preparation:The one who convenes takes the meetings casually.The usual excuse is paucity of time. Agendas are not prepared. Last minute additions do not give time for members to prepare for the discussion.Some members do not do their homework. They forget their agenda copies. They try to depend upon their memory.In all these cases, productive time is wasted and decisions delayed.2.Personal angularities:Some people are more interested in who is proposing than what is being proposed.Ex: as in politics, good decisions would not be taken because of personal angularities.3.Non-Recording or Improper recording of Minutes:Minutes are authetic record of discussions and decisions in a meeting. Without recording the minutes, it is wasteful to convene a meeting.Many people circulate the minutes very late.Some times minutes are circulated deliberately late so that decisions which were not taken could be quietly inserted.4.Too many members:Some committees/meetings will be over-sized, ie, more members than required.Such committees/meetings are formed to please everyone on the pretext of having a broad base.The result is the old adage- Too many cooks spoil the breth.Over sized membership leads to delay as well as spoil the time of everyone.5.Hidden Agenda:Several meetings in an orgn. end unproductively because there are hidden agendas.Some managers cannot see beyond there own sections. In the absence of larger interests , hey tend to argue only for their departmental or look at the things in the light of their experience.6.Absence of Important Members:It would be wasteful to discuss imp matters relating to a particular dept without its head.Even if discussion takes place on the inf available, supplementary questions cannot be attended to.If decisions are taken, they have to be revised latter due to genuine practical problems.They also use meetings as a useful tool to delay things or to bury them.They call meeting after meeting to discuss certain issues on which they do not want a discussion.(Ex: they don't dirty their hands.The buck is passed on to the committees collectively.)3. Spineless Managers:A chairperson has to play the role of a leader in meetings. He is expected not only to coordinate the meeting but also to control it when necessary.He should ensure active participation.Some members try to dominate the meetings just because they Cc\n talk or they have good connections.The chairperson has the responsibility of ensuring that everyone gets equal opportunity to participate and express his opinion.Some of the managers even though they have the power to control, do not have the courage to assert themselves.4. Autocratic Managers:Some managers do not like arguments or discussions. They muffle any dissent.Whether the other member's point of view is good and reasonable, it doesn't matter to them. They are always right.They expect others to crinage before them and listen to them.For the meeting means not meaningful exchange of ideas, but listening to their ideas5. Loquacious Managers:Some managers just love to talk.They call for a meeting at the slightest occasion.They go on talking.They want to show off their knowledge.Such meetings serves no purpose.Even if there is imp matter to be discussed occasionally, the others may not take such meetings seriously.TELEPHONE COMMUNICAT810N (CELLPHONE) Background:Telephone(T) is. the most useful tool for communication. It transmits in instantly and the feedback can be get immediately.There is no uncertainly about the message reaching the other party.But in this mode there is no means of reading the other party's facial reaction to our talk.Teleconference/Audio Conferencing:It is now possible to have a teleconference of 3 or more persons. This will enable effective teamwork.An extended uses of this facility is Video-Conferencing.Ex: The way AP's technocrat CM, Mr. Chandrababu Naidu, conducts video-conferences with all the 23 district collectors/officials simultaneously is a classic example of productive use of IT.Video Conference:Video-conference avoid wasteful traveling and promote meaningful interaction.Cell phones and Satellite phones can be used with mobility.Merits of Telephone:a.Through telephone, contact with persons sitting miles away is possible.b.It saves the time wasted in transmission of message either through first or personal contacts.c.On telephone instantaneous feedback is possible. Consequently the communicator can clarify the doubts, if receiver can adjust his message accordingly.d.Sometimes it is very difficult to contact a person busy with his job. Through telephone, he can be contacted without disturbing his busy schedule.e.Telecommn. Can be made more effective than face-to-face communication through modulations of voice.Dements of :a.Since T lacks visual feedback, it is difficult to reveal the moral of the receiver.As a result communication becomes ineffective, if the receiver is in hurry or anger.b.Unlike face-to-face communication on telephone it is very difficult to hold the receiver's attn. For a long time.Therefore, it is not suitable for conveying lengthy messages.c.It is expensive especially when geographical distance between the sender and the receiver is more.But compared with Videoconferencing it is cheaper.d.T message does not provide a permanent record for legal purposes/unless they are recorded on audio tapes.e.it is very frustrating when the concerned person can not pick up the receiver, because of his touring or traveling.(pagers and mobile phones have overcome this dis-adv. Eat they are still expensive in India)Cell phones:Cell phones were very expensive, when they were introduced. Their rents and air time tariff have come down very drastically.With the introduction of cell phones different service providers , the monthly rents and air time tariffs have come within reach of common. man.Even the instruments are available cheaply with reduction in taxes.With advanced technology, a cellphone owner can made or receive a call from most of the major cities in the country, if he got the ROAMING facility.effective use of Telephone/Celiphone?Before ringing up, plan the message to be conveyed.Always keep pen and paper for noting down the main contents.Speak in polite, pleasant and positive manner?Do not shout or speak too low. Speak in natural voice.Use of Technology in Business Technology Communication technology has changed the way the world conducts business. Cellular phones, webcams and the Internet are only a few of the many tools business regularly used that were unheard of a little more than a decade ago. The advent of this technology and its variety of benefits has made conducting business easier and more assessable to small business owners globally.Financial SavingsPerhaps the biggest advantage of the improvement of technology in business communication is the financial savings it affords small businesses and global corporations alike. Tasks that once took large sums of money may now be completed with a touch of a button for pennies. This has allowed small businesses to better compete with larger organizations in the global market. Before Voice of Internet Protocol, or VoIP, technology, placing a long distance telephone call was an expensive gesture. Current VoIP and cellular telephone technology, however, has made flat rates for local and long distance calls common place. The same can also be said for correspondence. Not long ago, the only way to send letters or documents from one location to another was to engage a postal or messenger service. The email, however, has eliminated the need to transport hard copies. Furthermore, many email services are free.ExpediencyBusiness communication technology has also increased the speed in which business is conducted. This is especially advantageous to companies that do business with customers and clients in far-away locations. Instead of waiting days for documents to be received by a colleague in foreign country, business may now exchange files in a matter of seconds over the Internet. The expediency provided by business communication technology is also beneficial in interpersonal communication. Previously, businesses would have to plan conferences for individuals who sit in separate locations to meet. Currently, parties can convene from their respective locations as a result of telephone and video conferencing technology.Specialized EmploymentAn ancillary advantage of the continued improvement of technology in business communication is the many jobs that never before existed that have been created. Skilled professionals are required to install, operate and maintain new information technology tools. In 2008, the U.S. Bureau of Labor Statistics estimated that 1 million people where employed in the telecommunications industry, including those in wired and wireless communication. Furthermore, the median average income of these professionals was $1,038 per week.Unit – Vreport writingOrigin of the word Report:The word report is derived from the Latin word report are which means to carry back. (re = back + nortare = to carry)A report is a description of an event carried back to someone who was not present on the scence (Scene)Meaning of Report:Report means a statement or description of what has been said, seen done etc. A treatise containing facts, figures, information, analysis, opinions, suggestions, recommendations, maps, graphs, charts, pictures, statistical tables, specially compiled for a particular purpose. Definition of Report:C.A. Brown defines a report as a communication from someone, who has to inform someone who wants to use that information. It describes the events or individuals to someone who requires it.American Marketing Society, defines a report as "to convey the interested persons the whole result of the study in sufficient details and to arranged as to enable each reader to comprehend the data and to determine for himself the validity of conclusions. A report is a formal communication written for a specitic purpose; in includes a description of procedures followed for collection and analysis of data, their significance, the conclusions drawn from them, and recommendations, if required.A report is a clearly structured document in which the writer identifies and examines issues, events, or findings of an investigation. Information obtained from research or from undertaking a project is delivered in a precise, concise writing style organised under a set of headings and sub-headings, which enable the reader to find data quickly. Graphs and tables can also be used to present data in the body of the report. Rather than commenting upon, comparing or evaluating ideas, as an essay does, a report frequently offers recommendations for action based on the information it has presented.Structure of reportA report is a clearly structured document in which the writer identifies and examines issues, events, or findings of an investigation. Information obtained from research or from undertaking a project is delivered in a precise, concise writing style organised under a set of headings and sub-headings, which enable the reader to find data quickly. Graphs and tables can also be used to present data in the body of the report. Rather than commenting upon, comparing or evaluating ideas, as an essay does, a report frequently offers recommendations for action based on the information it has presented.Report HeadingsTitle: The title should tell the reader what the report is about.Acknowledgements: Briefly thank people who assisted you in compiling and writing up the information in the reportAbstract, executive summary or synopsis: Many readers will only read this abstract so it needs to be informative, clear and brief. It provides an accurate, summary of the content of your report. The first sentence should articulate the main aim or question explored in your report. It should also outline your approach to the research, the main theories you applied, and the most important findings or results of your research. Table or list of contents: List the main sections/headings of the report and the page number on which they first appear. You should be able to generate this automatically from a styled MSWord document after you have completed the rest of the report.List of tables and illustrations: List any illustrations, graphs, charts, maps and the page number on which they first appear.Introduction: Set the report within a context of background information to illustrate the relevance or importance of your research.State the research aims: what is it your research will explore or demonstrate? Areas that may need to be covered in the introduction include:Background: The significance of the report and why it was commissioned.Purpose: State clearly and succinctly.Scope: What issues were covered, what were omitted.Research: How the data was obtained (e.g., interviews, surveys, literature review).Definition of terms: Specific terms or concepts that need to be clarified or defined.Literature review: Briefly summarise the most significant writings and major research findings in your field of investigation using APA format. Evaluate the major works/findings, and connect them to your own work, to show how you will draw upon or depart from the literature in your research.Materials and methods: State/define the methods you used to conduct your research (quantitative/qualitative; primary/secondary) and briefly provide a rationale for why this method was employed. Describe the conditions under which the research was conducted, number of participants, how they were selected duration of the experiment etc. Identify any limitations in the methodology. If necessary also include any materials that were used.Results: Present the main findings of your research, using sub-headings where appropriate. You can order the results chronologically, or in any other appropriate way.Discussion of results: In this section analyse your findings at length, and provide an explanation for why those results were obtained. You may state whether or not the results confirmed your initial hypothesis, whether they were expected, and their possible significance. \Present your findings or arguments in a logical manner according to the subject matter. You may also present options, alternatives or responses to specific situations or issues.Conclusions: Summarise the purpose of the report, the methodology or theories employed, the key points or findings of your report and the significance of those findings. Don’t introduce any new points, or information or new sources. You can put recommendations here if you don’t intend to have a specific section for them.Recommendations: Suggest ways in which problems identified in the report may be resolved. They should be given in a numbered list and should be feasible and realistic. Information on how they can be implemented should also be given. There should be a logical relationship between the results and the recommendations, and all recommendations should clearly spring from previously discussed material.? Reference List: List alphabetically the sources referred to in the body of the report. Use APA end-text referencing for sources quoted, paraphrased or referred to in-text. Only include sources mentioned in the report.? Appendices: This is for material you consider important but that interferes with the flow of your discussion; for example, data, calculations, surveys, transcripts, graphics, maps, questionnaires, pamphlets etc.) referred to in-text. Number each item starting each item on a new page. Only include items mentioned in the report.Writing your reportThe report writing process is fairly similar to that of other types of written assessment. These are best explained as a series of steps.1. Analyse the task carefully. Things that deserve consideration include the purpose of the report, the scope of the report (what aspects are to be covered), the limits of the report (e.g., information, word count, time frame), and the target audience. 2. Make an initial plan. This step involves the generation and selection of ideas aligned to the purpose of the report (i.e., working out what’s relevant and what’s not) and the systematic organisation of the ideas (establishing a coherent structure).3. Find the information, read and make notes. This step involves the research process, which typically begins by employing effective search and information management strategies. Gather and collate information in accordance with your initial plan. Amend your plan to accommodate additional information that your research might yield (but keep a strong focus on the purpose and requirements of the assessment task). Determine whether you are going to include diagrams, graphs and illustrations. Decide which information or calculations could go into an appendix.4. Write the first draft outline with headings. It is usually best to begin with the main section of the report. 5. Revise your draft until ready for submission.Purspose of writing1.Precision:Very clear about the exact purpose of writing a report.Precision given a mind unit and coherence to the report and makes it a valuable document.Must achieve the central purpose.2.Accuracy of Facts:The scientific accuracy of facts play at imp role in decision making.Inaccurate facts may load to disastrous decisions.3.Relevance:Every fact included in a report has a bearing on the central purpose.Ensure that nothing is relevant has escaped inclusion.Irrelevant facts make a report confusing.Exclusion of relevant facts renders it incomplete and likely to mislead.4.Render-Orientation:It is necessary to keep in mind the person(s) who is (are) going to read it.A report meant for the layman will be different from another meant for technical experts.5.Objectivity of Recommendations:Recommendations should come as a leg ional conclusion.They must not reveal any self-interest on the part of the writer.Recommendation must be impartial and objective.6.Simple and Unambitious language:It should be free from various forms of paretic abolishment like gigu figures of speech.As simple and unambiguous language.7.Clarity:Absolutely clear.Proper arrangement of facts,Purpose must be clear definiteDivide the report into short paragraphs givig then headings, and insert other suitable sign posts to achieve greater clarity.8.Brevity:Should be brief (but completeness and clarity should be consideredInclude everything significant and yet be brief.9.Grammatical Accuracy:Faulty construction of sentence makes the meaning obscure and a ambiguous.Grammatical accuracy of language.No body is going lo read a report if its language is faulty.PREPARING THE REPORT:Once we are clear about the purpose of writing a report the persons for whom it is meant, the facts to be examined and the to be included, and the time at your disposal, and we know what type of report we are going to write, it is time to start the work.In write better, speak better, the following stops are suggested to write a report.1.Investigating the sources of Information:It is a kind of spadework.It is to be done right in the beginning.The extent of investigation depend on the imp of report.Major sources of inf are - company files, personal observation, interviews, letters, questionnaires, library research, compliments from customers about unsatisfactory services, standard reference books, current issue of newspapers, trade publications and magazines.2.Taking Notes:In the course of investigations, to writer keeps on taking notes that appears to be related to the sub.Then there is no time to analyse them.Hut as the writer keeps turning them in the mind over and over again, a mind of pattern starts emerging and he beings to be clear about what is relevant and what is not.It is a very general kind of pattern but it gives the writer at least a starting point.3.Analysing the Data:Now is the time to analyse the collected data.A lot of data will have to be rejected.The final pattern will emerge at this stage.The writer should never hurry through this stage, since this is the most imp stage in writing a report.4.Making an Outline:Once the final pattern of the report has taken shape in the writer's mind, he should prepare an outline to write the report.In this outline the problem is stated, the facts are recorded, they are briefly analysed and the logical conclusions are arrived.An outline is not essential, but it should be found extremely useful and helpful in writing a SYSTEMATIC report.5.Writing the Report:The last stage need a constant shuttling between the outline and the notes.First a rough draft of the report is prepared, then it is revised, pruned and anizations Of A Report1.Letter formIn the case of brief, informal reports, the arrangements follow in business letters is adopted.Its main2.Memorandum Form:Adopting the memorandum form is a simple way of presenting the report, since here the formalities of the letter form are done away with.The title of the subject is stated on the top of this is followed by the name of the writer of the report, the data, the actual text and the conclusion.As in the letter form, the text of the report is divided into paragraphs with headings and sub-headings.3. Letter-Text Combination Form:Long reports are usually written in this model. A complete report in this form included three major parts.a.Introductory material:Letter of transmittal or letter of presentationTitle pageConstant pageSummaryb.Body of the ReportDefinition of the problemMethod of procedureFindingsConclusions and recommendationc.Addends:BibliographyAppendixIndex Note: It is not essential that a report contains all these parts. Bibliography: List of references and {he sources, the writer consulted to draw his material. Appendix: Statistical data, darts, diagrams etc. are put at the end in the form of an appendix.Index:In the case of lengthy reports, an index of the contents of thereports may be included.Reports may be classified broadly under the following heads:I.According to use:1.External Reports:These reports which are prepared for the use of external parties are called External Reports.Various reports to (Owners/partners/shareholders, Govt. Stock Exchanges, debenture holders, investors, financial institutions, financial analysts, press, researches etc. are the external parties to a business orgn.2.Internal Reports:The reports meant for various persons inside the company are known as internal reports.Internal reports are media of written commn. to transmit inf to the various levels of mgmt.Very useful in decision making at various levels.II. According to Period:1.Routine Reports:Also called periodic reports.Very imp for the successful operation of the orgn.It involves a continuous comparison of actuals with standards to know the deviations and to take remedial measures.The matters mainly cover the day-to-day working aspects.Written media plays an imp role.Weekly, fortnightly, monthly, quarterly or even dailyRoutine reports normally cover sales, production capacity utilization, yield, quality, selling cost, raw materials, market conditions, customer behaviour, labour problems and public relations.2. Special Reports:Spl. Reports are prepared for special purposes.Certain long term decisions like expansion, modernization, change in method of production or make decision to replace labour by machines etc, which call for spl. Inf.Reports prepared with the coordinated efforts of various functional departments are known as 5pi reports.III. Reports to the Different Levels of Management:1.Reports to top Management:Very useful in policy formulation, planning and coordination various levels.Bank A/c, balance sheet, funds flow st, cash flow st, capacity utilization, idle capacity, cost of production, sales, credit collection, read etc. are examples.2.Reports in Functional Management:The middle/functional level mgmt in concerned with the task of implementation of basic goals and objectives formulated by the top mgmt.The following are the various types of reports relating to operational level or functional level of mgmt.a.Production Reportsb.Sales Reportsc.Purchase Reports.d.Financial Reports.e.Reports to junior level mgmt.? Also known as Supervisory Level mgmt reports.? Concerned with day to day working performance.f.Others:Operating reports, Control reports, Information ReportsVenture measurement Reports.Static Report, Dynamic Report.IV. Corporate Reports:1.Statutory Reports:Reports which are statutorily required to prepare under law are called SR.? SRs/u/s 165 of ICA, 1956 - Auditors reportDirectors' reportAnnual AccountsReports by the inspectors appointedTo investigate the co affairs.2.Directors' Report/Board's Reports:Annual reports of the Directors attached to every balance sheet is called DR.These should be attached to every B/S laid before co in a general meeting.3. Auditors' Report:4. Non-Statutory Reports:Reports which are not required to be prepared under law are called NSR.Such reports may include reports of directors to the Shareholders on the certain spl proposals or problems, reports of committees on spl matters like finance committee, allotment committee and spl, reports of the company secretary.V. Other Reports:Review Reports: Used for decision making, policy formulation ofCost Audit Reports: C of India has made Cost Audit (Report) Rules, 1968.Contains the matters about the scrutiny o cost records.Interim Reports: Submitted at any time before submitting a final report. Normally submitted after the study has been half way through and the same subject matter is incorporated in the final report.Oral Report: OR means presentation of written matter before a group.Miscellaneous Reports:Periodical report. ProgressInspectionSurvey Investigation.Project.Examination Statistical.Recommendation.Individual mittee report / sub committee report.Formula rmal report.Press report.Importance/Uses of Reports:A report is a basic management tool used in decision making.In large scale organizations reports are just indispensable.(Top executives cannot keep a personal watch over all the activities, so they have to depend upon reports)Even as a student, every student has to write a number of reports project reports, survey reports, laboratory reports.Report writing develops the power of discrimination, organization, judgement and communication.It has rightly been observed that for running an industry or a business efficiently the skill of report writing is as necessary as good equipment and quality raw materials.? Writing reports is a disciple which has an intrinsic value. It trains the writer in planned and orderly procedures and logical presentation of ideas and information. It reveals gaps in reasoning, spotlights wooly thinking, identifies digressions from the correct line in the work done, shows up faults of tactics or strategy which the work and confusion of day to day close combat comfortably conceal.SPECIAL REPORTSFirst Information Report: (FIR)This is required when there is a disaster like fire., building collapse, robbery or accident in an organization.It is prepared by a responsible person on the spot or person in charge, for submission to a higher authority.The report has to give all the information which is available immediately after the incident occurs.It must state what happened, about what time, who first noticed it, and what steps were taken immediately.It also states the extent of destruction or loss of life, property, important papers etc. as can be estimated immediately.A FIR is always written by an individual.Investigation Report:This is written after making a thorough study and inquiry.An investigation is made when there is a problem and the mgmt needs to find out the causes of the problem, and needs suggestions for solving it.Ex: Falling sales, declining deposits in a bank, many customer complaints, losses in branch etc.A committee may be appointed to find out the causes of the problem, and suggest measures. It requires collection of facts which are not always easy to get.The collected information has to be analysed, conclusions have to be drawn and recommendations have to be made.Since this type of reports requires a great deal of work, thinking, discussion and consideration, they are usually assigned only to a committee.Feasibility or Survey Report:A feasibility report is required when an orgn. Intends to launch a new product in the market, introduce a new service, or make any major changes that may affect the company's customers.The proposed field or area has to be surveyed, and its conditions observed and recorded.The purpose may be to consider the suitability of a site for a factory, to evaluate the feasibility and financial viability of a proposal, to survey the market and to estimate damages.For some purposes only a physical inspection of the area may be sufficient, for others, availability of essential requirement in the area, attitude of the local people, Govt, policies, possible expansion etc. will be needed.A survey may be made by an individual or by a committee, depending upon the size of the survey to be made.Ex: factory - committee is required.Damage to a machine-an engineer can do it.Project Report:A project report is written after a proposal takes shape, and after the preliminary survey has been completed.It describes the proposal as projected into the future, showing the cash flow and expected results.It is used for planning and also for convincing others, especially sanctioning and funding authorities like Govt departments and banks.A project report is not assigned. It is prepared by persons who want to get their proposal mentioned.FORMAL REPORTS1.Formal Reports:A formal report is one which is prepared is a prescribed form and is presented according to an established procedure to a prescribed authority.rmal Reports:An informal report is usually in the form of a person-to-person communication.It may range from a short, almost fragmentary statement of facts on a single page to a more developed presentation taking several pages.An informal report is usually submitted in the form of a letter or memorandum.Types of Formal Reports:I.Statutory reports:A report prepared and presented according to the form and procedure laid down by law is called a statutory report.Ex: Report submitted at the Statutory meeting of shareholders, Directors' report to the Annual General Meeting, Annual Return. Auditor's Report.II.Non-Statutory Reports:Formal reports which are not required under any law but which are prepared to help the mgmt in framing policies or taking decisions are called non-statutory reports.Ex: Reports on diversification of production, Undertaking a spl project.Entering into collaboration with another company, Entering a new line of RMATIVE AND INTERPRETATIVE REPORTSIf a report merely presents facts pertinent to an issue or a situation, it is informative.On the other hand, if it analyses the facts, draws conclusions and makes recommendations, it may be described as analytical or interpretative.An informative report on the sale of folding beds will simply record the number of folding beds sold during the various months. But an interpretative report will analyze why and to what extent their sales go up during the summer months of May to July and may make recommendations on the schedule of production.An interpretative report, like an informational report, contains facts but it also includes an evaluation or interpretation of analysis of data and the reporter's conclusions.It may also have recommendations for action.An interpretative report which consists principally of recommendations is also called a recommendation or recommendatory. ORAL AND WRITTEN REPORTSA report may be either oral or written.An oral report is simple and easy to present. It may consist in the commn. of an impression or an observation.Some times it may be quite useful. But a written report is always preferred. It enjoys several advantages over the oral one.An oral report can be denied at any time. But a written report is a permanent record.An oral report to be vogue. In written report, the writer has to be accurate and precise.A written report can change hands without any danger of discretion during transmission.A written report can be referred to again and again.PERSUASION P may be defined as an effect to influence the attitudes, feelings, or beliefs of others, or be influence action based on those attitudes, feelings or beliefs.The art of Persuasion (with special reference to Commn/Reporting)It needs conviction on your part. You should be genuinely convinced that the alternative course of action being suggested by you is in the interest of the orgn. As well as in the receiver's interest. You should not try to persuade others from a purely selfish motive.2.Do not impose yourself on the receiver of your communication Do not overwhelm him with arguments.Give indirect hints and subtle suggestions.Gently channelise his thinking (in a right/designed manner)3.If the other person is a docile and has a flexible mind, he will be easilypersuaded.But if he is a headstrong, self-opinions opinionated person, try to meet him half-way.Concede a few points to him in the beginning. Then gradually bring him round to the other points.4. Bring yourself to the level of the other person.Try to look at the issue from his point of view and mould your arguments accordingly.STEPS in Persuasion:1.Analysing the situation:The communicator analyses the situation to find but why the need of P is required.Attn. Of adv. And dis-adv. Of P.Study the psychology of the man to be persuaded.2.Preparing the receiver:Complemented on some of his outstanding qualities and achievements.On open mindedness.Discuss the whole issue from the receiver's point of view.3.Delivering the message:The msg should be delivered stage by stage.Beginning with those parts which are easier to accept, and delaying the unpleasant parts as much as possible.4.Prompting action:Prompting action is but a logical commn of the first three steps.If the first, steps have been taken carefully, the receiver of the msg will be easily persuaded to adapt a different course of action.5.Letter of Transmittal:Also known as forwarding or introductory or covering letter.A letter is used to transmit the report from the writer to the recipient.It contains some imp items of significance like the date of submission, details of the writer and the name and address of the person or the co to whom the report is to be transmitted.6.Acceptance of Message:This is with reference to the authorization message.A letter of memorandum indicating agreement or acceptance to take up the report work.7.Preface:The object of this paragraphs is to include the authorize opinion on the report.It includes an explanatory statement about the report, objectives, the circumstances that lead to the writing of a report.It is an introduction to a report which explains the contents, indicting sometimes the limitations in the report.It includes prefatory words before a report is effected to the readers.8.Acknowledgements:A separate paragraph is devoted to record acknowledgement.Sometimes acknowledgements portion include under the preface portion itself.It is greeting someone or to thank in writing who extended their help or support or advice.If the report received help or used published material, owes a special doubt to a particular source, they should be acknowledged under the paragraph.9.Content Page:It is also called topic of contents, which should be drawn up included at the beginning of the report.The contents page should indicate accurately the titles and commencing of pages of all chapters, major sub-divisions, appendices, schedules, bibliography, index etc.In the case of a lengthy report having voluminous materials, it would obtain the chapter titles, synopsis under each chapter, subtitles and page numbers of each chapter/ topic.10.Lists of Tables ad Figures:Lists or tables and figures must be listed separatelyThe list of tables normally proceeds that of figures.After the content page a list of tables and a list of figures, diagrams, maps are included.It indicates the location of tables, maps etc.11.List of Abbreviations:Where abbreviations are frequently used, a key to these abbreviations should provided at the beginning of the report and should be presented in an alphabetical order.Report Text of Body of the Report1.IntroductionHere the background the problem and relevant of about the status of the situation up to the time of writing the report should be stated clearly.The introduction, should set the stage for the main points out want to present.2.Body of the ReportWill vary in accordance with the objectives of each specific case and the type of problem involved.Suitable division of paragraphs must be followed.3.AbstractAbstract is a summary/synopsis of the subject matter.Facilitates quick readingAttn on the imp conclusions and recommendations.4.Summary:The summary should indicate the main points like methodology, findings, identifying the problem, offering suggestions or remedial measures, conclusions and recommendations in brief.It helps the busy reader to form a fairly good idea about the contents o( a report.By going through this summary, a person can decide whether to go through the whole report or not.5.Discussion:The major part of the body of the report deals with the discussion.This part includes analysis, synthesis and interpretations.6.Headings and Sub-headings:Should be precise and in two or three wordsShould give a clear indication of content and be as short as possible.Raman numerals and Arabic numerals are used to distinguish the paragraphs.7.Findings:Findings is the life-blood of the report and it is called the "Text proper".Presented and arranged in chronological or logical sequence.According to the order of chapters, it may also include pictures, maps, diagrams, tables, charts etc.8.Conclusions:At the end of the report, the significant results should be subgmaraised clearly.Findings are the basis for arriving at the conclusions.The conclusion consists of a summary of the basic points not covered in the study.Points of conclusions are generally classified and grouped.9.Suggestions & Recommendations:?In some reports, findings, conclusions and recommendations are written separately to indicate the future course of action.Finally, the recommendations are accepted and put in the form of recommendations.All the recommendations may not be receipted or ratified.A good report should clearly indicate suggestions which need implementation by the user.Signature: (Date)A report has to be signed and the signatures are usually put down is the right-hand bottom corner of the last page of the report, and place and date in the left hand corner. Signature signifies their acceptance or consent to its contents.Minutes of Dissent:It is possible that some members may come different conclusion or they may hold different opinions.If such members so desire, they may append a note of dissent at the end of the report.Supplementary Section:List of References:If the report contains matter from any published or unpublished source, the writer of the report should give credit to the respective author(s) by citing them in the body and listing them at the end of the report. This list is known as L of R.Appendix:A means extra informationadded at the end of a book/ report/ document.Detailed information and methods are presented in the form of Appendices.In brief the appendix is part of the study whose details are separated from the main body of the report and included in the appendix.Glossary:G is a list of words etc with their meanings relating to the subject of the report.It is a list containing entries of jargon words, prepared in alphabetical order.Index:Index must be prepared and be given at the end of the report.It helps the readers as a good guide.It contains both subject index and author index (copies, concepts)Arranged alphabetically.Bibliography:The word 13 refers to a list of books by an author on a subject.This list of books is known as B, which is normally appended to the research reports.PRINCIPLES OF WRITING A REPORTA report must add to the knowledge of the recipient and hence must be drafted by observing certain principles.Of course , these principles are simply guidelines and should not be treated as standardized and rigid anizations takes decisions on the basis of the reports. It is necessary to observe certain well established principles at the time of preparing and submitting reports.OBJECTIVITY:The reports should include the accurate facts and figures.The reports should include only the facts and figures which arc not intentionally distorted and which are subject to verification.Nigam and Sharma have rightly said that reports inform, people perform.It is very imp to note that complete objectivity is both expensive and difficult.Because must of the reports include the predictions about the future.It is necessary to use the most scientific methods to predict the future and report the same to the concerned.2. COMPARABILITY:The reports should provide the information about both the actual and the anticipated, so that meaningful comparison can be made, to find out the deviations and to initiate proper action.3.SIMPLICITY:Every report is a media of communication, it is imperative that it should be expressed in a language which can easily be understood by the recipient.As far as possible, scientific or technical language is best left out of reports, unless it becomes unavoidable.In case the reports are of regular in nature, it is preferable to get language more or less standardized.4.ROUTINE DETAILS:Every report must contain routine details regarding the period of time, the date of its preparation, the units of information, the name of the person preparing and presenting it, names of persons to whom it is being submitted etc.5.BREVITY:A report should not be too lengthy. It should be precise, concise, specific and accurate.It should contain only what to relevant and should exclude what is insignificant.6.ACCURACY:Accuracy of information/data in each report is a must.Taking into account purpose of the preparation report, the degree of accuracy should be determined.It is generally contended that by suppressing unnecessary details, both the clarity and accuracy may be improved7.MEDIA OF PRESENTATION:A report may be presented in medias; it may be in written of oral form or graphic form.An ideal report is one which is presented in the form which carries successful blending of different medias.This media decides the size and shape of report.8.UP-TO-DATE:Report should be kept up-to-date, by making revisions necessitated by making revisions necessitated by the changing conditions.9.COST:A report is said to be idea only when the cost of preparing it is reasonable and is consistent with the benefits. The cost of preparing and submitting the report should never exceed the benefit to be derived from the use of such report.10.ATTRACTIVENESS:The report must be attractive and should provide an eye-appeal in the sense that it should not go unheaded by the user.11.NUMBER OF REPORTS:It is difficult to lay down any ideal number of reports tube used in an organization.As a rule, the report should not create additional report, it should not give birth to the duplication of report and reports should be prepared and used only for selective areas.The number of reports should be kept as minimum as possible.12. SUITABLE TITLE:Every report should bear a suitable title indicating the nature of its contents.It should also highlight upon its origin and the person for whom it is being prepared.Others:13.Clearness:A careful orgn. Of facts and interpretation will enable the reader to follow the writer.The writer misses his target if the idea in his mind is not received with understanding.Ex: Somehow it seems to fill my head with ideas — Only I don't exactly know what they pleteness:The writer that have provide adequate proof for favourable and unfavourable findings.15.Conciseness:The length is not the criterion.Conciseness does not consist in using a few words, but in covering the subject in the fewest possible words that will express what is the writer's mind.16.Understandable Language:Writer can adopt his own language, but should write on the listener's level.This will make the message pleasing and interesting.A pleasing message not only put the reader at case but also relaxes its reader.17.Courtesy:C indicates politeness, considerate and respectfulness in writing.Time is valuable to the readers well as to the writers.Whether a message is a positive, negative, satisfactory, disappointing, it should be courteously conveyed.Ex: I regret to say-(Discourteous)I respectfully regret to say-(Courteous)18.Coherence:Coherence in commn. helps the readers to understand rather than' misunderstand.Coherence requires message planning, emphasis linguistic, usage, transition, modification and parallelism.Coherence is applied to sentence, paragraphs ad the messages a whole.It is tying together of several ideas in any paragraph under one main topic.19.Honesty:The facts must be scrupulously weighted and properly evaluated.Draw a distinction between fact and opinion.Honesty in reporting involves a sense of obligation to one's self, to either people and to the absolute.Readable:It is well to report aloud. If it is easy to read, @@ bank its being easy to understand. If you hesitate over a word, a phrase or a sentence, take a second look.Sequence:Material should be arranged so that the reader can pick out the main facts and recommendations easily quickly, consistency, continuity, and logical presentation of the message cannot be ignored. Attract the attention of the reader, interest him while he is reading it.Unity:Unity means the condition or being one.The individual sentences should be unifiedThe individual paragraphs should be unifiedThe totality of the subject must be unified.Every sentence must contain a single idea clearly expressed.Emphasis:The ideas, facts and figures of them may have an order of importance or priority.It involves positioning, repetitive use of figures, phrases, and by meaningful arrangement of paragraphs.Write a Successful Press ReleaseA press release is one of the primary ways you can communicate news about your company to the media. Reporters, editors, and producers are hungry for news, and they often depend on releases to tip them off to new and unusual products, company trends, tips and hints, and other developments. In fact, much of what you read in newspapers, magazines, or trade publications, hear on the radio or see on television originated in press release form. Unfortunately, the average editor receives as many as several hundred press releases each week, the vast majority of which end up getting “filed.” Your challenge is to create a release that makes the journalist want to know more and discover that your story is one they must tell.1. Use an active headline to grab the reporter’s attentionThe headline makes your release stand out. Keep it short, active, and descriptive; in other words, use something like “Rajdeep Named Man of the Year” instead of “Rajdeep Gets Award.”2. Put the most important information at the beginningThis is a tried and true rule of journalism. The reporter should be able to tell what the release is about from the first two paragraphs. In fact, chances are that’s all they may read. So don’t hide good information. And remember the “5 W’s and the H” - make sure your release provides answers to Who, What, When, Where, Why and How.3. Avoid hype and unsubstantiated claimsA writer can smell a sales pitch a mile away. Instead of making over-inflated statements, provide real, usable information. Find legitimate ways to set you and your company apart and stress those points. To promote your business, write a release that answers questions about your business, rather than one that provides only general statements about how great or interesting your business is without saying why.4. Be active and to the pointUse language that will get the reader as excited about your news as you are. If your release is boring or meandering, they may assume that you will not be a good interview.5. Keep your release to two pages or lessOn the rare occasion, you can opt for a third page if it is necessary to provide critical details. Otherwise, if you can’t state your message in two pages, you’re not getting to the point.6. Include a contactMake sure your release has a person the journalist can contact for more information. This person should be familiar with all the news in the release, and should be ready to answer questions. And issue the release on your company letterhead - it looks professional and gives the writer another way to reach your firm.7. Keep jargon to the minimumIf you’re in a technical field, try not to use technical terms. Many reporters are not as intimate with your company or your industry as you are. Real English, not jargon, best communicates your story.8. Stress benefitsThis falls into the category of “don’t say it, show it.” Avoid saying something is “unique” or “the best.” Instead, show how people will benefit - i.e. save time, save money, make their life easier, etc.9. Be specific and detailedMarcia Yudkin, author of “Six Steps to Free Publicity” calls this “Yes, but what IS it?” syndrome. The reader needs to be able to visualize a new product, or know how a new service works. If in doubt, have someone unfamiliar with your product or service read the release and asks him or her to describe what you trying to publicize. And it’s better to use too many details than too few. So, as Yudkin notes, “Instead of ‘Shekhar’s new book contains information designed to benefit any stock market investor,’ write, ‘Shekhar’s new book contains seven principles of market analysis that enable even casual investors to choose profitable stocks.’ Even better, describe two of the seven principles right in the release.”10. ProofreadWhen you’ve finished your press release, remember to proofread it for typographical errors. If you don’t have a good eye for spelling or grammar, give the release to a friend or colleague who does. If your release looks sloppy and careless, so will you. Who do I send my press release to?In order to properly answer your question, I’m going to ask you to put on two pairs of shoes. The first pair belongs to the editor or producer of a particular publication or broadcast. Why walk in these shoes? These are the people responsible for assembling a publication or broadcast. If your information does not fit the format or purpose of the publication or broadcast, this editor or producer will ignore and bypass your press release information.The second pair of shoes to wear are those of the reader or viewer of a publication or broadcast. What are they interested in reading or viewing? Do they want news, entertainment, tips or techniques? Knowing what readers and viewers want and how editors and producers supply these needs will help you craft and target your press release. With these two pair of shoes in mind, who do you now send the press release to? The logical answer is daily or weekly newspapers that serve your target market. You can get a list of these from your library or from search engine research. Once you have identified the publication, then you can contact each to find the appropriate contact person for your genre of information.Sometimes this will be a reporter, a feature editor, a managing editor or, in rare cases, the actual publisher. For radio and television, this person is the producer, executive producer, news director, program manager, feature editor (sports, food, lifestyle) or individual reporter. Again, calling the station or searching the Internet will help you track down the correct name and contact information.Once you’ve compiled your lists, it’s time to send your information. Hopefully in your contact information research, you were able to obtain an e-mail address and/or fax numbers. There is a trend today toward e-mail communication, although faxes do still work. In some cases, when pictures, graphics or exhibits are pertinent, snail-mail works best. Knowing which method your contact prefers and then delivering accordingly will enhance your chance of publication or broadcast.Keep your list of contacts, add to it, work it and keep in touch, even when you don’t have an actual press release. Remember, though, these people are very busy and usually face tighter deadlines than you and I work with on a daily basis. Respect this and work with their schedules, and you’ll be on your way to hitting your target with PR.What are the preferences of some of the well-known publications as far as submitting PR-related material?The advice given here applies to any situation in which you are submitting PR materials to the press. This is Part I.What do magazines and newspapers look for in a story pitch?Not all magazines are looking for news stories. Instead, as one editor put it, “We want leads about people who are flying beneath the radar and doing something quite remarkable. Your best bet is to offer a story very grounded in best practices. Give us a company that no one has really heard about before or a new effort from a fascinating company that is trying something different.”Some magazines prefer to examine case studies, though their writers do them in their own way. Most importantly, know the magazine. Although editors admit it’s not something that can be easily explained, all too often they receive irrelevant pitches that don’t relate to the publication. If, for instance, you wanted to pitch an idea for a technology article, use the press release to tell the editor that you’re pitching a proven example of something. And get their attention in two paragraphs or less.Magazines love it when a company approaches them with real examples of how it differs from the competition. It’s also not a bad idea to give a clear definition of what segment of the market you are playing into. Keep in mind, though, editors don’t like companies that come off as boastful in their press releases.Before you pitch a newspaper in a major city, heed this advice: Read previously published articles. Make sure your story is one no one has written about. And if it’s a new campaign, it has to be different and relevant.If you’re trying to get PR for your new product, make sure your press release communicates to editors exactly what makes the product unique, be it pricing or a cool technical aspect. Above all, know their audience. 10 Essential Tips to Ensure Your PressRelease Makes the News.Make sure the information is newsworthy.Tell the audience that the information is intended for them and why they should continue to read it.Start with a brief description of the news, then distinguish who announced it, and not the other way around.Ask yourself, “How are people going to relate to this and will they be able to connect?”Make sure the first 10 words of your release are effective, as they are the most important.Avoid excessive use of adjectives and fancy language.Deal with the facts.Provide as much Contact information as possible: Individual to Contact, address, phone, fax, email, Web site address.Make sure you wait until you have something with enough substance to issue a release.Make it as easy as possible for media representatives to do their jobs. ................
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