National Institute of Business Management

Chennai - 020

SECOND SEMESTER EMBA/MBA

Subject : Business English

Attend any 4 questions. Each question carries 25 marks

(Each answer should be of minimum 2 pages / of 300 words)

1. Explain the process of Communication.

Ans - Communication Meaning and Definitions

Communication is the nervous system of an organisation. It keeps the members of the

organisation informed about the internal and external happenings relevant to a task
and of interest to the organisation. It co-ordinates the efforts of the members towards
achieving organisational objectives. It is the process of influencing the action of a
person or a group. It is a process of meaningful interaction among human beings to
initiate, execute, accomplish, or prevent certain actions. Communication is, thus, the
life blood of an organisation. Without communication, an organisation, an
organisation is lifeless and its very existence is in danger.

The term communication has been derived from the Latin word ‘cmmunis’ that means
‘common’ and thus, if a person effects communication, he establishes a common
ground of understanding. Literally, communication means to inform, to tell, to show,
or to spread information. Thus, it may be interpreted as an interchange of thought or
information to bring about understanding and confidence for good industrial relations.
It brings about unity of purpose, interest, and efforts in an organisation.

Definitions:

1. “Communication is the sum of all things, one person does when he wants to
create understanding in the minds of another, it involves a systematic and
continuous process of telling, listening and understanding.”
-------Allen Louis

2. Communication has been defined “As the transfer of information from one
person to another whether or not it elicits confidence.”

-------Koontz and O’Donell

 3. “Communication is an exchange of facts, ideas, opinions or emotions by two
or more persons.”
--------George Terry

4. Communication is defined as “the process of passing information and

understanding from one person to another, it is essentially a bridge of
meaning between people. By using the bridge of meaning a person can
safely cross the river of misunderstanding.”
---------Keith Davis

The analysis of the above definitions implies that the communication process should
have the following characteristics:

).I A two – way traffic: Since communication is an exchange of views, opinions,

directions etc., it is a two-way traffic, upward and downward. Messages,
directives, opinions, etc., are communicated downward, from a higher level to
a lower level in the hierarchy of management. Likewise, grievances,
complaints, opinions feelings, points of view etc., are communicated upward
along the line, from workers (lower level) to management (higher level).
George Terry has rightly remarked, “Simply talking or writing without regard
to the recipients’ response, is conducive to misunderstanding.” Thus,
communication should be both ways.

).II Continuous process: Communication is a continuous process. More often

than not, it is repeated to achieve the desired results. It is not a one time shot.

).III A short lived process: The process of communication is complete as soon as

the message is received and understood by the receiver in the right
perspective; hence, it is a short lived process.

).IV Needs proper understanding: There may be numerous media of

communication but the main purpose of conveying the message is a proper
understanding of the message by the other party. For this purpose, it should be
clearly and concisely worded.

).V Leads achievement of the organizational objective: Effective

communication does this by creating the sense of object orientation in the
organization.

).VI Dispels misunderstanding: In this sense, it provides clear understanding

between persons and thus builds a bridge of comradrie among people.

2. Discuss Personnel communication.

Ans. Personal communication begins when two people are aware of each
other. When two persons eyes meet and two people realize there is a person
right there. Personal Communication is one of the organizational functions
that helps a company to stay efficient and productive. The importance of
communication between different departments in an organization becomes
most evident when that communication breaks down. Implementing policies to
strengthen inter-departmental communication help to underscore its
importance and maintain an efficient flow of information.
Importance of Personal Communication in Business

Presentation Transcript:

1. Importance Of Personal Communication In Business.

2. Definition of Personal Communication:
Personal communication begins when two people are aware of each other.
you don’t need to know each other’s name, even don’t need to talk. When
two persons eyes meet, and two people realize there is a person right there.
The communication has just begun.
3. The difference between a personal business letter and a business
letter:
Written communication skills can develop over time through practice, or can
be learned by following guidelines appropriate for business or personal
circumstances.
4. Purpose of a Personal Business Letter:
A personal business letter is typewritten communication between colleagues
who are personally acquainted, but work for different companies. For
example, if one of your peers works for a company that received praise for
award-winning technology, you could write a congratulatory letter to your
professional colleague for being a member of the team that developed the
technology.
5. Purpose of a Personal Letter :
A personal letter is a communication between two acquaintances, or friends,
concerning non-business matters. An example of a personal letter is a
holiday greeting sent to a friend who lives abroad with wishes for a happy
holiday season and updates on personal highlights from the past year.
6. Stationery for Personal Business Letters:
Custom-printed letterhead is widely accepted as a standard for business
letters. Business letterhead contains the organization’s name, logo and
 contact information such as address, telephone and facsimile numbers, and
website URL.
7. Stationery for Personal Letters:
Some etiquette experts lament the lost art of letter-writing and suggest the
use of printed stationery to enhance the experience of writing a letter
instead of simply sending an email to friends. Stationery for personal letters
can often reflect your personal style through the use of a creative font,
design or colored paper.
8. Personal Communication Devices and Voicemail Policy:
Purpose : This document describes Information Security’s requirements for
Personal Communication Devices and Voicemail for <Company Name>.
Scope : This policy applies to any use of Personal Communication Devices
and <Company Name> Voicemail issued by <Company Name> or used for
<Company Name> business.
Bluetooth: Hands-free enabling devices, such as the Bluetooth, may be
issued to authorized <Company Name> personnel who have received
approval.
Enforcement : Any employee found to have violated this policy may be
subject to disciplinary action that leads to being ineligible for continued use
of PCDs.
9. Conclusion:
In Conclusion Communication comes in many different forms. It can be
written, verbal, and nonverbal and communication can also come in the
form of technology (TV’s, telephones, computers, cell phones, iPod’s and
the list just keeps on going).

3. Explain the guidelines to overcome barriers to communication.

Ans - Effective Communication Barriers

These barriers, obstructions and interruptions in communication may broadly be

categorized into the following groups:

(i). External Barriers

(ii). Organisational Barriers

(iii). Personal Barriers

External barriers

External barriers are those caused by factors other than organisational and personal
factors. Such external barriers may be (a) semantic barriers, (b) emotional or
psychological barriers.

1. Semantic Barriers
Such barriers are obstructions caused in the process of receiving or understanding a
message during the process of encoding or decoding it into words and ideas. The
linguistic capacity of the two parties may have some limitations or the symbols used
may be ambiguous. Symbols may have several meanings and unless the context is
known to the receiver he is likely to take the meaning of the symbol according to his
preconceived notion and misunderstand the communication. Symbols may be
classified as language, picture or action.

(i). Language
In written or verbal communication, words used are important. A word used in the
communication may have several meanings. In a face to face communication, it is
easy to seek clarification of words used, if any doubt is encountered. In case of doubt
feedback is required. Many words which we use informally may be taken literally in
other contexts, non-friendly situations or in written communication.

(ii). Picture
Picture is another type of symbol. Pictures are visual aids worth thousands of words.
An organisation makes extensive use of pictures like blueprints, charts, maps, graphs,
films, three dimensional models and other similar devices. A viewer may come to
understand the whole story when he sees them.

(iii). Action
Action is another type of symbol. We communicate by both by action or by lack of it.
To do or not to do both have a meaning for the receiver. For example if a subordinate
does a good job, patting and non-patting on his back by the superior both have a
meaning. Patting may inspire him to do a better job again and non-patting may make
him disappointed. In this sense we communicate all the times on the job whether we
intend to do so or not. Action or non-action may influence the perception of the
receiver.

2. Emotional or Psychological Barriers

Personal or emotional or psychological barriers arise from motives, attitudes

judgement sentiments emotions and social values of participants. These create a
psychological distance that hinders the communication or partly filters it out or causes
misinterpretation.

The following are some emotional barriers:

(i). Premature evaluation

Premature evaluation is a tendency to evaluate a communication prematurely rather
than keeping an open mind during the interchange. Such evaluation interferes with the
transfer of information and begets a sense of futility in the sender.

(ii). Loss in transmission and retention

When communication passes through various levels in an organisation, successive
transmissions of the same message are decreasingly accurate. A part of information is
lost in transit it is said that about 30% of the information is lost in each transmission.

(iii). Distrust of communicator

The communicator is sometimes distrusted by his own subordinates. It happens when
he lacks self-confidence or is less competent in his position. He frequently makes ill
considered judgements or illogical decisions and then reviews his own decisions when
he fails to implement them.

(iv). Failure to communicate

Sometimes manager do not communicate the needed messages to their subordinates.
This might be because of laziness or procrastination on their part or they arbitrarily
assume that everybody has got the information or they may hide information
deliberately to embarrass the subordinate.

Organisation Barriers

An organisation is a deliberate creation of management for the attainment of certain

specific objectives. The day to day functioning of the organisation is regulated in such
a way as to contribute to the attainment of these objectives in the most effective
manner. For this purpose a variety of official measures are adopted such as designing
of the structure arrangement of activities, formulation of various policies, rules and
regulation and procedures, laying down of norms of behaviour.

1. Organisational Policy

The general organisational policy regarding communication provides overall

guidelines in this matter. This policy might be in the form of a written document or it
has to be inferred from organisational practice particularly at the top level. If the
policy creates hindrance in the free flow of communication in different directions,
communication would not be sooth and effective.

2. Organisational Rules and Regulations

More often different activities of an organisation are governed by specific rules and
regulations. Such rules and regulations prescribe the subject matter to be
communicated as also the channel through it is to be communicated. The rules may
restrict the flow of certain messages and may omit many important ones.

3. Status Relationship
The placing of people in superior-subordinate relationship in a formal organisation
structure also blocks the flow of communication and more particularly in the upward
direction. The greater the difference in hierarchical positions in terms of their status
the greater would be the worry of middle managers about what their senior bosses
might think; this leads to their paying little attention to the needs and demands of their
subordinates.

4. Complexity in Organisation Structure

In an organisation where there are a number of managerial levels communication gets

delayed as it moves along the hierarchical line. Also chances of the communication
getting distorted are greater as the number of filtering points is higher. This is
particularly true in upward communication because people at intermediate levels do
not like to pass on negative remarks either of themselves or of their superiors.

5. Organisational Facilities

Certain organisations provide certain facilities for smooth, edequate, clear and timely
flow of communication such as meetings conferences complaint or suggestion boxes,
open door system etc. If these facilities are not properly emphasized, people generally
fail to communicate effectively.

Personal Barriers

As communication is basically an interpersonal process many personal factors

inherent in the two parties to communication the sender and the receiver, influence the
flow of communication and present many hurdles in the way of effective
communication.

1. Barriers in Superiors

Superiors play an important role in communication. Because of their hierarchical

position they act as barriers in a number of ways a follows:

(i). Attitude of superiors

General attitude of the superiors about communication or attitude towards a particular
communication affects the flow of messages in different direction. If the attitude is
unfavourable there is greater possibility of filtering or colouring of the information.
Any information received from the top may not reach the bottom in the same form, or
even the reverse may happen.

(ii). Fear of challenge to authority

The superiors in an organisation generally try to withhold the information coming
down the line or going up as frequent passing of information may disclose their own
weaknesses; thus generally happens when the superior lacks self-confidence and is
afraid that someone else might be promoted in his place if his weaknesses were to
come to light.
 (iii). Insistence on proper channel
There are channels of communication in an organisation along which information
passes upward or downward. Some officers insist too much on communication
through proper channel. They do not like any bypassing in communication. But
sometimes bypassing becomes necessary in the interest of the organisation; however,
the superiors think bypassing as thwarting of their authority and block the flow of
communication.

(iv). Lack of confidence in subordinates

The superiors generally perceive that their subordinates are less competent and they
are not capable of advising their superiors. Therefore they feel whether correctly or
otherwise, that they are over burdened and have not time to talk to their subordinates.

2. Barriers Regarding Subordinates

There are certain factors in the subordinates which adversely affect their participation
in the communication process. Some factors like attitude lack of time applicable to the
superiors are also applicable here. Two more factors in the subordinates need special
attentions which are responsible for blocking communication in the upward direction.

(i). Unwillingness to communicate

The subordinates generally are not willing to communicate upward any information
which is likely to affect them adversely. If they feel that supply of such adverse
information is necessary for control purposes they would modify it in such a way so
as not to harm their interest.

(ii). Lack of proper incentive:

Lack of incentive to communicate also prevents the subordinates from communicating
upward. They are punished when they are wrong but may not be rewarded when they
work marvellously well and offer a novel suggestion.
The above are some of the barriers which come in the way of effective
communication. They vitiate the message in several ways including distortion
filtering and omission. Distortion means changing the context or the meaning of the
text of information. Filtering means reducing the message only to a few basic details
and omission refers to deletion of all or a part of the message from the text. We must
be careful about these barriers in communication.

4. Describe in detail the classification of Communication.

Ans
Communication is the exchange of information, news, ideas, feelings, and views
between persons. In the process of communication, information flows from sender to
receiver. Organizations are mainly concerned with two types of communication.

These are internal communication and external communication. Internally,

communication occurs horizontally and vertically. Moreover, these communications
may occur formally and informally. The following diagram shows the various types of
communication:

A brief discussion of the above types of communication is given

below:

 Communication-based on parties involved: Communication is mainly two

types on the basis of parties involved in the communication process. These are
internal communication and external communication.

 Internal communication: Internal communication refers to the flow

of information to the internal participants of an organization. It happens
only within the organization. The main purpose of this communication is
to ensure smooth functioning of organizational activities. Internal
communication may be of two types: Vertical communication and
horizontal communication.
  Vertical communication: When information flows between
superiors and subordinate of an organization, it is known as vertical
communication. Vertical communication can be of three types:
Downward communication, upward communication and diagonal
communication.

 Downward Communication: Downward communication

occurs when information flows form superiors to
subordinates. Through downward communication, superiors
send organizational goals, policies, job assignments, orders,
instructions etc to their subordinates.
 Upward Communication: Upward communication
occurs when information flows form subordinates to
superiors. Through upward communication, subordinates
convey their responses, reactions and performance feedback
to their superiors.
 Diagonal or cross communication: Diagonal
communication occurs when information flows between
persons at different levels who have no direct reporting
relationships. Diagonal communication is used to speed
information flow, to improve understanding and to
coordinate efforts for the achievement of organizational
goals.
 Horizontal communication: When information flows among
persons holding the same position or rank in the organization, it is
called horizontal communication.
 External communication: When an organization communicates with
external or outside parties, it is called external communication. External
parties include customers, suppliers, investors, bankers, insurance
companies, government agencies, local communities etc. the main
purpose of external communication is to exchange information with the
outside parties.

 Communication-based on formality: Communication can be classified on

the basis of the formality into two types: formal communication and informal
communication.

 Formal communication: When communication occurs by following

the prescribed rules and procedures of the organization, it is called formal
communication. Formal communication is governed by the established
chain of command.
 Informal communication: When communication does not follow any
prescribed rule or procedure, it is called informal communication. The
basis of informal communication is spontaneous relationship among the
participants. Informal communication is sometimes more powerful and
more effective that formal commutation.
 Other types of communication: There are two other useful types of
communication. These are as follows:

 Personal communication: When people exchange information related

to their personal lives or personal affairs, it is called personal
communication. Every person engages himself or herself in personal
communication. Personal communication occurs among the parties
within the organization and outside the organization.
 Mass communication: Mass communication is a process of
transmitting messages to a large number of scattered audiences. Through
mass communication, information can be transmitted quickly to a large
number of people who generally stay far away form the sources of
information. Mass communication is done through radio, television,
newspaper, magazine, leaflets etc.