UNIT-1 PURPOSE AND PROCESS OF COMMUNICATION

1.1 Introduction:

Communication is the purposeful activity of information exchange between two or more

participants in order to convey or receive the intended meanings through a shared system.

According to Koontz and O’ Donell. “Communication has been defined “As the transfer of
information from one person to another whether or not it elicits confidence.”

According to George Terry “Communication is an exchange of facts, ideas, opinions or

emotions by two or more persons.”

According to Keith Davis “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.”

According to W.H.Newman and C.F.Summer “communication is an exchange of facts

,ideas, opinions ,or emotions by two or more persons.”

According to McFarland” Communication is the process of meaningful interaction among

human beings. It is a process by which, meanings are perceived and understandings are
reached among human beings.”

There are 7Cs of effective communication:

They are

(1)Completeness
(2)Conciseness
(3)Consideration
(4)Concreteness
(5)Clarity
(6)Courtesy
(7)Correctness
Completeness:

A. Provide all Necessary Information

B. Answer all questions asked.
C. Give Something extra, when desirable

Conciseness:
A. Eliminate Wordy Expressions.
B. Include only Relevant material
C. Avoid Unnecessary Repetition.

Consideration:
A. Focus on “You” Instead of “I” or “we”
B. Show Audience benefit or interest in the receiver.
C. Emphasize positive, pleasant facts.

Concreteness:
A. Use Specific facts and figures.
B. Put Action in your verbs
C. Choose Vivid, Image-building Words.

Clarity: 
A. Choose precise, concrete and familiar words.
B. Construct effective sentences and paragraphs.

Courtesy: 
A. Be Sincerely, Tactful, thoughtful and appreciative
B. Use expressions that show respect.
C. Choose non-discriminatory expressions.

Correctness:

A. Use the right level of language

B. Check accuracy of figures, facts, and words.
C. Maintain acceptable writing mechanics.
 Importance of communication:
Effective Communication is significant for managers in the organizations so as to perform the
basic functions of management, i.e., Planning, Organizing, Leading and Controlling.

Communication helps managers to perform their jobs and responsibilities. Communication

serves as a foundation for planning. All the essential information must be communicated to
the managers who in-turn must communicate the plans so as to implement them. Organizing
also requires effective communication with others about their job task. Similarly leaders as
managers must communicate effectively with their subordinates so as to achieve the team
goals. Controlling is not possible without written and oral communication.

Managers devote a great part of their time in communication. They generally devote
approximately 6 hours per day in communicating. They spend great time on face to face or
telephonic communication with their superiors, subordinates, colleagues, customers or
suppliers. Managers also use Written Communication in form of letters, reports or memos
wherever oral communication is not feasible.

Thus, we can say that “effective communication is a building block of successful

organizations”. In other words, communication acts as organizational blood.

The importance of communication in an organization can be summarized as follows:

1. Communication promotes motivation by informing and clarifying the employees about the

task to be done, the manner they are performing the task, and how to improve their
performance if it is not up to the mark.
2. Communication is a source of information to the organizational members for decision-
making process as it helps identifying and assessing alternative course of actions.
3. Communication also plays a crucial role in altering individual’s attitudes, i.e., a well informed
individual will have better attitude than a less-informed individual. Organizational
magazines, journals, meetings and various other forms of oral and written communication
help in moulding employee’s attitudes.
4. Communication also helps in socializing. In today’s life the only presence of another
individual fosters communication. It is also said that one cannot survive without
communication.
5. As discussed earlier, communication also assists in controlling process. It helps controlling
organizational member’s behaviour in various ways. There are various levels of hierarchy
and certain principles and guidelines that employees must follow in an organization. They
must comply with organizational policies, perform their job role efficiently and communicate
any work problem and grievance to their superiors. Thus, communication helps in controlling
function of management.

An effective and efficient communication system requires managerial proficiency in

delivering and receiving messages. A manager must discover various barriers to
communication, analyze the reasons for their occurrence and take preventive steps to avoid
those barriers. Thus, the primary responsibility of a manager is to develop and maintain an
effective communication system in the organization.

1.2 The process of Human Communication:

Communication may be defined as a process concerning exchange of facts or ideas between

persons holding different positions in an organisation to achieve mutual harmony. The
communication process is dynamic in nature rather than a static phenomenon.

Communication is a process, and if the process breaks down, communication will fail.
Communication is the process of conveying information between two or more people. The
communication process is the steps we take in order to achieve a successful communication.

Seven major elements of communication process are: (1) sender (2) ideas (3) encoding (4)
communication channel (5) receiver (6) decoding and (7) feedback.

(1) Sender:
The person who intends to convey the message with the intention of passing information and
ideas to others is known as sender or communicator.

(2) Ideas:
This is the subject matter of the communication. This may be an opinion, attitude, feelings,
views, orders, or suggestions.
(3) Encoding:
Since the subject matter of communication is theoretical and intangible, its further passing
requires use of certain symbols such as words, actions or pictures etc. Conversion of subject
matter into these symbols is the process of encoding.

(4) Communication Channel:

The person who is interested in communicating has to choose the channel for sending the
required information, ideas etc. This information is transmitted to the receiver through certain
channels which may be either formal or informal.

(5) Receiver:
Receiver is the person who receives the message or for whom the message is meant for. It is
the receiver who tries to understand the message in the best possible manner in achieving the
desired objectives.

(6) Decoding:
The person who receives the message or symbol from the communicator tries to convert the
same in such a way so that he may extract its meaning to his complete understanding.

(7) Feedback:
Feedback is the process of ensuring that the receiver has received the message and
understood in the same sense as sender meant it.

Let’s put all these components together to build a model of the communication process:
1.A sender encodes information.
2.The sender selects a channel of communication by which to send the message.
3.The receiver receives the message
4.The receiver decodes the message
5.The receiver may provide feedback to the sender.

Success of communication is the success of business:

Business communication may make relations or break relations. It can solve the problems of
the organization and it can create problems if the executives are not perfect in communication
with employees, suppliers and customers.

Business communication can lead to industrial unrest and at the same time can bring
industrial peace. In a nutshell, following points further justify the need or significance of
communication.

Basis of planning

Basis of decision making

Create coordination and cooperation

Establishment of effective leadership

Development of human relations

Build image

Helps in achieving peace and effective control

It leads to high morale and motivation

Communication is helpful in delegation of authority

1.3 Objectives of Communication

1.To develop information and understanding among all workers.

2.To foster an attitude which is necessary for motivation, cooperation and job satisfaction?
 3.To discourage misinformation, ambiguity and rumours.

4.To prepare workers for a change in methods or environment by giving them the necessary
information in advance.

5.To encourage subordinates to supply ideas and suggestions for improving upon the product
or work environment, and taking these suggestions seriously.

6.To improve labour-management relations by keeping die communication channels open.

7.To encourage social relations among workers by encouraging inter communication.

1.4 OBJECTIVES OF BUSINESS COMMUNICATION:

Communication is the lifeblood of an organization. It is the vehicle that ensures proper

performance of organizational functions and achievement of organizational goals. As a
separate field of study, business communication has the following objectives:

1. To exchange information: The main objective of business communication is to exchange

information with the internal and external parties. Internal communication occurs within the
organization through orders, instructions, suggestions, opinions etc.
2. To develop plans: Plan is the blueprint of future courses of actions. The plan must be
formulated for attaining organizational goals. In order to develop a plan, management
requires information. In this regard, the objective of communication is to supply required
information to the concerned managers.
3. To implement the plan: Once a plan is prepared, it is to be implemented. Implementation of a
plan requires timely communication with the concerned parties. Thus, communication aims at
transmitting a plan throughout the organization for its successful implementation.

4. To facilitate policy formulation: Policies are guidelines for performing organizational

activities. Policies are also termed as standing decisions to recurring problems. Every
organization needs to develop a set of policies to guide its operation. Preparing policies also
require information from various sources. Therefore, the objective of communication is to
collect necessary information for policy formulation.
5. To achieve organizational goal: Collective efforts of both managers and workers are essential
for achieving organizational goals. Communication coordinates and synchronizes the efforts
of employees at various levels to achieve the stated goals of the organization.

6. To organize resources: Various kinds of resources are available in organization such as

human resources, material resources, financial resources and so on. In organizing these
resources in an effective and efficient way is a key challenge to the managers.
Communication is the vehicle to overcome this challenge.
7. To coordinate: Coordination is a basic management function. It involves linking the various
functional departments of large organizations. Without proper and timely coordination,
achievement of organizational goals is impossible. Therefore, the objective of communication
is to coordinate the functions of various departments for the easy attainment of organizational
goals.

8. To direct the subordinates: The job of a manager is to get the things done by others. In order
to get the things done, management needs to lead, direct and control the employees. The
performance of these managerial functions depends on effective communication with
subordinates.
9. To motivate employees: A pre-requisite of employee motivation is the satisfaction of their
financial and non-financial needs. Financial needs are fulfilled thorough monetary returns.
However, in order to satisfy non-financial needs, management must communicate with
employees on a regular basis both formally and informally.

10. To create consciousness: Employees of an organization must be conscious regarding their

duties and responsibilities. Communication supplies necessary information and makes them
conscious about their duties and responsibilities.
11. To increase efficiency: In order to increase employee efficiency, they should be provided
with necessary information and guidelines. Communication supplies such information and
guidelines for them.
12. To bring dynamism: Organizations should be dynamic to cope with the internal and
external changes. Bringing dynamism requires finding new and better ways of doing things.
For this purpose, communication helps to seek new ideas and suggestions from the internal
and external parties.
13. To improve labour-management relationships: Harmonious relationship between workers
and management is a prerequisite for organizational success. In this regard, the objective of
 communication is to ensure the free and fair flow of information and to create good
understanding between them.
14. To increase job satisfactions: Communication enhances job satisfaction level of employees.
It creates a friendly environment where employees can express themselves. As a result, they
become more satisfied with their job.
15. To convey employee reaction: Communication conveys employees’ reactions, opinions,
suggestions and complaints to their superiors about the plans, policies, programs and
strategies of the company.
16. To orient employee: Communication orients the new employees with the company’s
policies, rules, regulations, procedures etc.

1.5 Types of Communication:

Communication may be classified into several categories on the following basis:

1. On the basis of Organizational structure or relationship:
(a) Formal communication.

2. On the basis of How or direction:

a) Downward communication.

b) Upward communication.

c) Horizontal or lateral or sideward communication.

d) Diagonal communication.

3. On the basis of methods or media used or expression:

(a) Written communication.

(b) Oral communication.

(c) Gestural or non-verbal communication.

These categories of communication are illustrated in the following chart:

A. On the Basis of Relationship or Organizational Structure:

1. Formal Communication:
Formal communication is that which takes place through the formal channels of the
organization structure deliberately and consciously established by the management. It implies
the flow of the information along the lines of authority formally established in the enterprise.

Members of the enterprise are expected to communicate with one another strictly as per
channels laid down in the structure. For example, when the chief executive issues decisions
and instructions to the subordinates, there is a formal communication which flows downward.
In the same manner formal communication flows upward when the subordinate reports to the
superior.

Such communications are generally in writing and may take any of the following forms:
(i) Policy manuals

(ii) Procedural and rule books

(iii) Memoranda papers and orders

(iv) Official meetings

(v) Interviews, etc.

B. On the Basis of Flow or Direction:

1. Downward Communication:
Communication between a superior and subordinate is known as vertical communication.
Vertical communication may be downward vertical communication or upward vertical
communication. Downward communication means communication which flows from a
superior to a subordinate. It follows the line of authority from the top to the bottom of the
organization hierarchy. Downward communication is a must in any organization.

It is needed:
(i) To get things done;

(ii) To prepare for changes;

(iii) To discourage lack of understanding and suspicion; and

(iv) To let the members of the organization develop feeling of pride of being well-informed
about all organizational matters.

The important examples of downward communication are:

(i) Notices

(ii) circulars

(iii) Instructions

(iv) Orders

(v) Letters

(vi) Memos
(vii) bulletins

(viii) Handbooks

(ix) Annual reports

(x) Loudspeaker announcements and

(xi) Group meetings, etc.

2. Upward Communication:
Upward communication means the flow of information from the lower levels of the
organization to the higher levels of authority. It passes from subordinate to superior as that
from worker to foreman, from foreman to manager, from manager to general manager and
from general manager to the chief executive or the board of directors. It includes opinions,
ideas, suggestions, complaints, grievances, appeals, reports, etc.

U
pward communication is very important as it serves as the feedback on the effectiveness of
downward communication. Management is able to know how well its policies, plans and
objectives are followed by those working at lower levels of the organization. It keeps the
management informed about the progress of the work and difficulties faced in performance.
On the basis of upward communication, the management revises its plans and policies and
makes further planning.
Upward communication is needed:
(i) To create receptiveness of communication;

(ii) To create a sense of belongingness through active participation;

(iii) To evaluate the effectiveness of communication;

(iv) To increase morale of employees;

(v) To make improvements in managerial decisions :

(iv) To co-ordinate efforts and

(vii) To know ideas of each individual in the organization.

The important examples of upward communication are:

(i) Reports

(ii) Meetings

(iii) Interviews

(iv) Conferences

(v) Letters

(vii) Complaints

(vii) Suggestions

(viii) Surveys

(xi) Union publications and

(x) Grapevine, etc.

3. Horizontal, Lateral or Sideward Communication:

The transmission of information and understanding between people on the same level of
organization hierarchy is called the horizontal communication. This type of communication is
also known as lateral or sideward or crosswise communication. Usually, it pertains to inter-
departmental communication, i.e. the communication between two departmental managers
working at the same level of organization or among subordinates working under one boss.

Horizontal communication speeds up information and promotes mutual understanding. It

enables the managers working at the same level to exchange information and co-ordinate
their activities without referring all matters to the higher level of management. As shown in
the diagram of Flows of Communication, supervisor a will often communicate with
supervisor B for coordination and integration of various activities. Such communication is
essential in all organizations.

The horizontal communication is generally of an informal nature. Whenever a departmental

head requires some information from another departmental head, he tends to contact him
directly. However, this type of communication can be oral or written.

4. Diagonal Communication:

The transfer of information between people who are neither in the same department nor on
the same level of organization hierarchy is called diagonal communication. For example,
when the Assistant Marketing Manager communicates with the accounts clerk directly, it is
the case of diagonal communication. This type of communication increases the organizational
efficiency by speeding up information and cutting across departmental barriers.

C. On the Basis of Media or Expression:

The term communication media refers to the medium used in the transmission of message
and mutual understanding. Words, pictures and actions are the media used for exchanging
information and understanding between different persons. The most important medium
through which communication takes place is the words. Pictures in the form of charts, models
or blue prints and gestures such as smile, silence, twinkling of eyes etc., are used to make the
communication effective. The communication, purpose, audience, qualities of the
communicator and the situation must be considered in selecting the media of communication.

Verbal communication refers to the form of communication in which message is transmitted

verbally; communication is done by word of mouth and a piece of writing. Objective of every
communication is to have people understand what we are trying to convey. In verbal
communication remember the acronym KISS (keep it short and simple).

Verbal communication consists of speaking, listening, writing, reading and thinking.

Verbal Communication is further divided into:

1. Written communication

2. Oral communication.

1. Written Communication:
Communication through words may be in writing or oral. Written communication implies
transmission of message in black and white. It includes diagrams, pictures, graphs, etc.
Reports, policies, rules, procedures, orders, instructions, agreements, etc. have to be
transmitted in writing for efficient running of the organization.

Written communication ensures 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 is vital and complicated. To be effective, written
communication should be clear, concise, correct and complete.
It may take the following forms:
(i) Reports

(ii) Circulars

(iii) Magazines

(iv) Manuals

(v) Memoranda

(vii) Newspapers

(vii) Pictures, diagrams, graphs, etc.

(viii) Agreements

(ix) Rule and Procedure books

(x) Orders

(xi) Instructions

(xii) Notice Boards, etc.

Improving Written Communication:

Written Communication may be improved by using the following tips:
(i) Using simple words and phrases

(ii) Use short and familiar words

(iii) Give illustration and examples, use charts

(iv) Use short sentences and paragraphs

(v) Avoid unnecessary words

(vi) Putting the things forcefully

(vii) Appropriate style suiting the message.

Advantages of Written Communication:
(i) It ensures transmission of information in uniform manner, i.e. everyone concerned has the
same information.

(ii) It provides a permanent record of communication for future reference.

(iii) It is an ideal way of transmitting lengthy messages.

(iv) It ensures little risk of unauthorized alteration in the messages.

(v) It is the only means of exchanging information at distant places even beyond telephonic
range,

(iv) It tends to be complete, clear, precise and correct.

(vii) It can be quoted as a legal evidence in case of any disputes.

(viii) It is suited to convey message to a large number of persons at one and the same time.

Disadvantages of Written Communication:

(i) It is expensive.

(ii) It is time consuming.

(iii) It becomes difficult to maintain secrecy about a written communication.

(iv) It is rigid and does not provide any scope for making alterations for inaccuracies that
might have crept in.

(v) It is very formal and lacks personal touch,

(vi) It encourages red-tapism and involves so many formalities.

It may be interpreted in a different manner by different people.

It often becomes lengthy, when messages are conveyed in writing.

2. Oral Communication:
Oral or verbal communication implies the conveying of message through spoken words. It is
face to face communication between individuals and includes communication through
telephone, intercom and public speech, etc. In every organization, a great deal of information
is exchanged orally and it is generally preferred to written communication. Theo Haimann
pointed out, “the human voice can impart the message with meaning and shading which even
long pages of written words simply cannot convey.” The important feature of oral
communication is that real meaning is conveyed by manner or tone of the voice or the facial
expressions of the communicator and the communicate.

It may take the following forms depending upon the need and situation:
(i) Face to face talks.

(ii) Telephonic conversation,

(iii) Interviews.

(iv) Meetings,

(v) Lectures.

(vi) Conferences,

(vii) Symposiums.

(viii) Radio talks, T.V. and cinema shows,

(ix) Joint consultations,

(x) Announcements, etc.

Advantages of Oral Communication:

(i) It is less expensive or economical as compared to written communication.

(ii) It is quicker and saves in time.

(iii) It is more effective than written communication.

(iv) It establishes a personal touch and leads to greater understanding.

(v) Misunderstanding or doubts can be removed then and there.

(vi) Immediate reaction, motivation or response of the receiver can be taken,

(vii) It is more flexible and the messages can be changed to suit the needs and response of the
receiver.

(viii) It provides as the only means of conveying messages in times of emergencies.

Disadvantages of Oral Communication:

Oral communication has the following limitations or drawbacks:
(i) It is less reliable.

(ii) It is influenced by self-interest and attitude of the people.

(iii) Oral communication has the tendency of being distorted.

(iv) It provides no record for future reference.

(vi) It is not suitable for lengthy message.

(vii) It does not provide sufficient time for thinking before conveying the message.

(vii) It has language problems, one may mean to convey something, but due to his way of
speaking, it may convey something else.

(viii) It cannot be used to communicate with people scattered over distant places.

Gestural or Non-Verbal Communication:

Nonverbal communication is the sending or receiving of wordless messages.Communication

does not mean merely written or oral messages. It includes everything that may be used to
convey meanings from one person to another, e.g., movement of lips or the wink of an eye or
the wave of hands may convey more meaning than written or oral words. Expression through
body parts is known as gestural or non-verbal communication. Nonverbal communication is
all about the body language of speaker.
It includes facial expression, movement of lips, wink of an eye, nodding of heads, movement
of hands, a sense of humour or a mere silence, etc. Gestural communication is also known as
‘Gesticulation’ and is frequently used as a supplementary method of communication. It helps
of make communication effective.

Other Types of Communication:

1. Intrapersonal Communication: It is talking to oneself in one’s own mind. Examples are

soliloquies or asides in dramatic works.

2. Interpersonal Communication: It is the exchange of messages between two persons. For

example, a conversation, dialogue, or an interview in which two persons interact (others
may also be present as audience). An author communicates interpersonally with his
reader, who is always present as a silent audience in the author’s mind while he writes.
A letter too is an example of interpersonal communication between the writer and the
person to whom it is written.

3. Group Communication: It can be among small or large groups, like an organization, club
or classroom, in which all individuals retain their individual identity.

4. Mass Communication: It occurs when the message is sent to large groups of people, for
example, by newspaper, radio, or television. In this process, each person becomes a
faceless individual with almost no opportunity for personal response or feedback.

1.6 NOISE:

Within business, noise refers to a barrier that slows down or reduces the efficacy of
communication. Noise can be on the sender’s end, affecting how they are able to transmit
the message to the receiver. The noise can also take place at the receiver’s end, affecting
how they interpret the message. It’s vital to understand the different types of noise in
business communication so you can reduce misinformation and misunderstandings within
the workplace.
 Types of Noise

There are four main types of noise:

 Physical
 Psychological
 Semantic
 Physiological

Physical Noise

The most common noise business definition is literal. Examples of this type of noise
include many people talking at once in a small meeting room or boisterous activity in the
lunch room. Literal noise in business communication makes it difficult for the people
involved in the conversation to hear what the other person is saying. Whenever possible,
move the conversation away from the literal noise or attempt to reduce the amount of noise.
You can ask people to quiet down in the meeting room or move the conversation to a
quieter location than the lunch room, for example.

Physical noise can also include environmental sounds from around the office. Examples
include construction workers digging up the road outside your window or an ambulance
driving by with the siren on. This kind of noise can be distracting during important
conversations. Reduce the amount of interference by closing the windows or moving to
another room when possible.

Literal noise doesn’t always have to be auditory. Sometimes, visual distractions can also act
as noise. For example, visiting a web page with several pop-up ads can be a form of visual
noise because they distract the reader from understanding the message.

Psychological Noise

Psychological noise refers to internal thoughts, attitudes and preconceived notions that

affect how we focus, listen to and interpret messages. Emotions such as sadness, worry and
frustration can interfere with message transmission. For example, if you’re worried about
losing your job, you may not fully focus on what your manager is telling you about your
performance review.

Positive emotions can also cause psychological noise. Extreme excitement or anticipation
can affect the way we process information. If your spouse just went into labor, for example,
it might be difficult to concentrate in a project meeting. Sometimes, it’s not possible to
eliminate psychological noise. When that’s the case, it’s best to deal with the emotions and
events that result in psychological noise first so that you can concentrate on work later.

Semantic Noise

Semantic noise in business communication refers to differences in understanding of the

words that are used. This could be as a result of technical industry information or jargon
that isn’t understood by one of the people in the conversation. Language barriers can also
cause semantic noise, as can cultural differences in the way words are used.

When dealing with a semantic noise barrier, it’s best to try to clarify the situation as early
as possible within the conversation. For example, if you’re speaking with a customer that
isn’t familiar with the technical specifications of your product, illustrating the components
or showing them a picture of the product may help to clarify the message.

Physiological Noise

Physiological noise in business communication can refer to physical impairments such as

deafness or blindness which affect the way people send and receive messages. Many
business environments offer tools that help those with impairments communicate with their
colleagues. When working with someone who speaks sign language, for example, you can
learn important words and phrases to help in communicating with them.

This kind of noise can also refer to other physical symptoms that interfere with
communication, such as medication side effects, exhaustion or pain. Often, these types of
physiological noises cannot be avoided. In some cases, the business may need to allow the
employee to head home to rest to ensure their safety and eliminate any risks for the
company.
1.7EFFECTIVE LISTENING SKILLS:

Listening is a significant part of communication process. Communication cannot take place

until and unless a message is heard and retained thoroughly and positively by the
receivers/listeners. Listening is a dynamic process. Listening means attentiveness and interest
perceptible in the posture as well as expressions. Listening implies decoding (i.e., translating
the symbols into meaning) and interpreting the messages correctly in communication process.

Effective Listening Skills

1.Discover your interests’ field.

2.Grasp and understand the matter/content.

3.Remain calm. Do not loose your temper.

4.Be open to accept new ideas and information.

5. Make a note of important points.

6.Work upon listening. Analyze and evaluate the speech in spare time.

7.Rephrase and summarize the speaker’s ideas.

8.Keep on asking questions. This demonstrates that how well you understand the speaker’s
ideas and also that you are listening.

9.Avoid distractions.

10.“Step into the shoes of others”, i.e., put yourself in the position of the speaker and observe
things from his view point. This will help creating an atmosphere of mutual understanding
and improve the exchange of ideas in communication process.

Developing Listening Skills:

Hearing and listening: Hearing is simply the act of perceiving sound by the ear. If you are
not hearing-impaired, hearing simply happens. Listening, however, is something you
consciously choose to do. Listening requires concentration so that your brain processes
meaning from words and sentences. Listening leads to learning.
There are four basic levels of hearing and listening, according to Toast Masters. We can
easily fall into one of these categories in different conversations. A non-listener is totally
preoccupied with his personal thoughts and though he hears words, he doesn’t listen to what
is being said. Passive listeners hear the words but don’t fully absorb or understand them.
Listeners pay attention to the speaker, but grasp only some of the intended message. Active
listeners are completely focused on the speaker and understand the meaning of the words
without distortion.

A good listener understands that communication is a two-way street. He refrains from

interrupting a speaker with his own thoughts. Good listening also requires keeping an open
mind, refraining from judgment and making direct eye contact. Finally, a good listener will
not glance up at the clock or look down at his watch while the other person is speaking.

Hearing Vs. Listening.

S.No Hearing Listening

1 A physical ability and not a conscious act
(Physiological) A skill and conscious act
(Psychological)

2
Is hearing randomly
Is listening intentionally and
analysing

3
Everyone who is physically able to hears Not everyone listens

4
Making an effort to understand using
Perceiving sound by the ear
reception, analysis, and interpretation.

5 Involuntary
Voluntary

6
You just hear sound and noise but do not
You understand what is being said or
understand much
heard.
 7
Does not need focus
Needs focus and care

8
Listening uses hearing, seeing and
Hearing uses only one of the five senses.
sometimes the sense of touch.

9
Observing behaviour and adding
Receiving sound vibrations meaning to what the speaker says

10
Active
Passive

To conclude, effective listening enhances the communication quality. It makes all attentive. It
encourages optimistic attitude, healthy relations and more participation. It leads to better
decision- making in an organization. Effective listening is directly related to our ability to do
team work. It must be noted that “We listen at about an efficiency rate of 25 percent
maximum, and we remember only about 50 percent of what is delivered during a ten minute
speech/lecture/communication.”

Types of Listening:
General Listening Types:

The two main types of listening - the foundations of all listening sub-types are:

Discriminative Listening

Comprehensive Listening

Discriminative Listening

Discriminative listening is first developed at a very early age – perhaps even before birth, in
the womb.  This is the most basic form of listening and does not involve the understanding of
the meaning of words or phrases but merely the different sounds that are produced.  In early
childhood, for example, a distinction is made between the sounds of the voices of the parents
– the voice of the father sounds different to that of the mother.
Discriminative listening develops through childhood and into adulthood.  As we grow older
and develop and gain more life experience, our ability to distinguish between different sounds
is improved. Not only can we recognise different voices, but we also develop the ability to
recognise subtle differences in the way that sounds are made – this is fundamental to
ultimately understanding what these sounds mean.  Differences include many subtleties,
recognising foreign languages, distinguishing between regional accents and clues to the
emotions and feelings of the speaker.

Comprehensive Listening

Comprehensive listening involves understanding the message or messages that are being
communicated.  Like discriminative listening, comprehensive listening is fundamental to all
listening sub-types.

In order to be able use comprehensive listening and therefore gain understanding the listener
first needs appropriate vocabulary and language skills. Using overly complicated language or
technical jargon, therefore, can be a barrier to comprehensive listening.  Comprehensive
listening is further complicated by the fact that two different people listening to the same
thing may understand the message in two different ways.  This problem can be multiplied in a
group setting, like a classroom or business meeting where numerous different meanings can
be derived from what has been said.

Comprehensive listening is complimented by sub-messages from non-verbal communication,

such as the tone of voice, gestures and other body language.  These non-verbal signals can
greatly aid communication and comprehension but can also confuse and potentially lead to
misunderstanding. In many listening situations it is vital to seek clarification and use skills
such as reflection aid comprehension

Specific Listening Types

Discriminative and comprehensive listening are prerequisites for specific listening types.

Listening types can be defined by the goal of the listening.

The three main types of listening most common in interpersonal communication are:

Informational Listening (Listening to Learn)

Critical Listening (Listening to Evaluate and Analyse)

Therapeutic or Empathetic Listening (Listening to Understand Feeling and Emotion)

In reality you may have more than one goal for listening at any given time – for example, you
may be listening to learn whilst also attempting to be empathetic.

Informational Listening

Whenever you listen to learn something, you are engaged in informational listening.  This is
true in many day-to-day situations, in education and at work, when you listen to the news,
watch a documentary, when a friend tells you a recipe or when you are talked-through a
technical problem with a computer – there are many other examples of informational
listening too.

Although all types of listening are ‘active’ – they require concentration and a conscious effort
to understand. Informational listening is less active than many of the other types of listening.
When we’re listening to learn or be instructed we are taking in new information and facts, we
are not criticising or analysing.  Informational listening, especially in formal settings like in
work meetings or while in education, is often accompanied by note taking – a way of
recording key information so that it can be reviewed later.

Critical Listening

We can be said to be engaged in critical listening when the goal is to evaluate or scrutinise

what is being said. Critical listening is a much more active behaviour than informational
listening and usually involves some sort of problem solving or decision making.  Critical
listening is akin to critical reading; both involve analysis of the information being received
and alignment with what we already know or believe.  Whereas informational listening may
be mostly concerned with receiving facts and/or new information - critical listening is about
analysing opinion and making a judgement.

When the word ‘critical’ is used to describe listening, reading or thinking it does not
necessarily mean that you are claiming that the information you are listening to is somehow
faulty or flawed.   Rather, critical listening means engaging in what you are listening to by
asking yourself questions such as, ‘what is the speaker trying to say?’ or ‘what is the main
argument being presented?’, ‘how does what I’m hearing differ from my beliefs, knowledge
or opinion?’.  Critical listening is, therefore, fundamental to true learning.
Many day-to-day decisions that we make are based on some form of ‘critical’ analysis,
whether it be critical listening, reading or thought.  Our opinions, values and beliefs are based
on our ability to process information and formulate our own feelings about the world around
us as well as weigh up the pros and cons to make an informed decision. 

It is often important, when listening critically, to have an open-mind and not be biased by
stereotypes or preconceived ideas.  By doing this you will become a better listener and
broaden your knowledge and perception of other people and your relationships.

Therapeutic or Empathic Listening

Empathic listening involves attempting to understand the feelings and emotions of the
speaker – to put yourself into the speaker’s shoes and share their thoughts.

Empathy is a way of deeply connecting with another person and therapeutic or empathic
listening can be particularly challenging.  Empathy is not the same as sympathy, it involves
more than being compassionate or feeling sorry for somebody else – it involves a deeper
connection – a realisation and understanding of another person’s point of view. 

Counsellors, therapists and some other professionals use therapeutic or empathic listening to
understand and ultimately help their clients. 

We are all capable of empathic listening and may practise it with friends, family and
colleagues.  Showing empathy is a desirable trait in many interpersonal relationships – you
may well feel more comfortable talking about your own feelings and emotions with a
particular person.  They are likely to be better at listening empathetically to you than others,
this is often based on similar perspectives, experiences, beliefs and values – a good friend,
your spouse, a parent or sibling for example.

Other Listening Types

Although usually less important or useful in interpersonal relationships there are other types
of listening, these include:

Appreciative Listening

Appreciative listening is listening for enjoyment.  A good example is listening to music,

especially as a way to relax.
Rapport Listening

When trying to build rapport with others we can engage in a type of listening that encourages
the other person to trust and like us. A salesman, for example, may make an effort to listen
carefully to what you are saying as a way to promote trust and potentially make a sale.  This
type of listening is common in situations of negotiation.

Selective Listening

This is a more negative type of listening, it implies that the listener is somehow biased to
what they are hearing.  Bias can be based on preconceived ideas or emotionally difficult
communications.  Selective listening is a sign of failing communication – you cannot hope to
understand if you have filtered out some of the message and may reinforce or strengthen your
bias for future communications.

1.8 Techniques for Improving Nonverbal Communication Skills in the Workplace

Nonverbal communication is important in the workplace because it affects the work

environment. What you communicate nonverbally can expose how you feel. If your
nonverbal communications skills are poor, you may be communicating negativity and making
your co workers uncomfortable. To improve your nonverbal skills, you must first identify the
areas where you are lacking.

Eye Contact
Establish eye contact when speaking to others. When you make direct eye contact, it shows
the other party that you’re interested in what he is saying. If you must give a presentation at
work, establish eye contact with the audience. It tell them that you are confident in what you
are presenting. Making direct eye contact provides others with the comfort needed to
communicate with you in return.

Facial Expressions
Your facial expressions convey your emotions. Facial expressions are typically universal,
which means they convey the same message globally. A frowning person is usually upset.
Offer a smile when talking to someone. This tells people that you are happy or in a good
mood. It also creates an atmosphere with warmth and friendliness, allowing others to feel
comfortable.
Space
Pay attention to your proximity to others. Different cultures view proximity in various ways,
so take notice if the person you’re communicating with is uncomfortable. This could mean
that you are standing too close, and should create some distance between the two of you. The
amount of physical space given can convey many emotions. For example, a person who is
behaving aggressively is probably standing very close to the other person.

Posture
Look at your posture. Slouching shows that you are not interested in what a person is saying.
Your body movement is also important. For example, swinging your leg back and forth while
sitting in a meeting tells others you are impatient, bored and uninterested. Sit up straight and
face others when talking.

Tones and Sounds

Your tone of voice and the sounds you make can communicate your thoughts to others
without your even speaking. If you receive directions from a manager and immediately grunt,
you are showing your manager that you do not agree with what he said. Your tone or sounds
can inform people of your anger, frustration or sarcasm. Avoid sighing repetitively or
speaking in a high-pitched voice. Speak softly and calmly.

1.9Silence

Silence is the lack of audible sound or presence of sounds of very low intensity. By analogy,
the word silence can also refer to any absence of communication or hearing, including in
media other than speech and music. Silence is also used as total communication, in
referenceto nonverbal communication and spiritual connection. Silence also refers to no
sounds uttered by anybody in a room or area. Silence is an important factor in many cultural
spectacles, as in rituals.

Silence – defined here as an absence of speech or noise. It can, in fact, be powerful form of
communication. It can mean a person is anxious and fearful of speaking. It can signal
agreement, dissent, frustration or anger.
In business communication silence is an often neglected yet powerful tool. Many people
make the mistake of thinking they will get noticed, get ahead even, by speaking as much as
possible, by offering opinions, sharing (showing off) knowledge or making suggestions.

When we look at developing our own or our colleagues’ communication skills we should
consider not only focusing on voice projection, intonation and choice of language but also on
how we can incorporate the use of silence into our communication toolkit. Perhaps we need
to focus as much on what we don’t as what we do say.

Below are some key situations where using silence can help us to become more effective.

Silence in presentations

When speaking in public it is natural to feel nervous and this can make us speed up our rate
of speech and rush through our presentation to reach the end as quickly as possible. Slowing
down our pace and introducing pauses, particularly after key messages, can give us greater
credibility as a presenter and add impact to what we are saying. You may think that you keep
your audience engaged by what you say but the careful use of silence, for example at the
beginning of a presentation or before answering a question, can also help you to control the
room and give you more gravitas.

Silence as a negotiation tool

When you are involved in a negotiation, silence can be a powerful stalling device. It may
encourage the other party to say more than they planned to and will help you to avoid
responding too quickly. Using silence can put you in a more powerful position and suggest
that you do not need the deal as much as the other side needs it.

Silence improves creativity

If you are doing all the talking in meetings you are probably missing out on other people’s
ideas. Consider putting yourself on pause and seeing what happens. Colleagues who normally
stay quiet or feel they miss their moment will be more likely to speak out and you may also
find that your team becomes more reflective and able to consider a wider range of
alternatives.
Silence helps coaching

When coaching your employees or sharing feedback increasing your use of silence shows
that you are really listening and attentive to what has been said. Pausing before responding
shows that you are reflecting on how best to reply rather than rushing to verbalise what you
have been thinking while your team member has been speaking. You will demonstrate that
you respect the other person and value what they say.

Silence is essential when working internationally

When working with international colleagues and partners we need to remember that English
may well not be their first language and they need additional time to process the messages
they receive and to formulate their responses. Don’t be guilty of assuming that international
colleagues are passive, disinterested and lacking in ideas and opinions when in fact you have
not given them the opportunity to express their views. Cross-cultural communication styles
also come into play as some cultures, for example in East Asia, silence is used a sign of
respect.

So try to remember that silence can be more powerful than any words and you don’t always
need to rush to fill the gaps. While we may find it awkward, silence, when used consciously
and effectively, can enhance communication leading to stronger relationships, improved
business results and enhanced creativity.

Employee silence refers to situations where employees withhold information that might be

useful to the organization of which they are a part, whether intentionally or unintentionally.
This can happen if employees do not speak up to a supervisor or manager.
 UNIT –II MANAGING ORGANIZATION COMMUNICATION

Introduction:
Organizational Communication: Organizational communication is the exchange of
information, ideas, and views within and outside the organization. Organizational
communication indicates communication not only in business but also in hospitals, churches,
government agencies, military organization, and academic institutions. Therefore,
communication is considered as the part and parcel of any organization. Some prominent
definitions of organizational communication are :

According to Goldhaber, “organizational communication is defined as the flow of messages

within a network of interdependent relationships.”

William Scott defined, “organizational communication is a process which involves the

transmission and accurate replication of ideas ensured by feedback for the purpose of
eliciting actions which will accomplish organizational goals.”

From a broader perspective, organizational communication takes three different forms such
as:
1.Internal operational communication,
2.External operational communication and
3. Personal communication
These three forms of organizational communication are highlighted below:

Internal operational communication: Communication that occurs for carrying out

operations of the organization is known as internal operational communication. Internal
members of the organization such as workers, managers, board of directors, member of trade
unions etc. are the participants of internal communication. This type of organizational
communication takes the form of oral and written. Oral communication occurs through face
to face conversation, telephone, meeting etc. Written communication is done through orders,
instructions, reports, memos, letters etc. In modern time, many organizations provide intranet
facility for internal electronic communication.
External Operational Communication: Communication with the external parties or groups
is known as external operational communication. External parties include customers,
suppliers, government agencies, regulatory authority, local community, special interest group
and general public.
Personal Communication: Communication that occurs for exchanging personal information,
ideas and feelings rather than business related information is termed as personal
communication. Not all communication that occurs in business is personal.

2.1 Formal communication:

The communication in which the flow of information is already defined is termed as Formal
Communication. The communication follows a hierarchical chain of command which is
established by the organization itself. In general, this type of communication is used
exclusively in the workplace and the employees are bound to follow it while performing their
duties.

Example: Requests, commands, orders, reports etc.

According to Sarah Trenholm “Formal communication occurs when information flows

through a structured chain of command officially that is recognized by the organization.

According to Bovee Thill and Schatzman, “Formal flow of information follows the official
chain of command”.

Formal communication refers to interchange of information officially. The flow of

communication is controlled and is a deliberate effort. This makes it possible for the
information to reach the desired place without any hindrance, at a little cost and in a proper
way. This is also known as ‘Through Proper Channel Communication.’

Characteristics
Following are the chief characteristics of the formal communication:
(1) Written and Oral:
Formal communication can both be written and oral. Daily works are handled through oral
communication, while the policy matters require written communication.

(2) Formal Relations:

This communication is adopted among those employees where formal relations have been
established by the organisation. The sender and the receiver have some sort of organisational
relations.

(3) Prescribed Path:

The communication has to pass through a definite channel while moving from one person to
another. For example, to convey the feelings of a worker to the manager, the foreman’s help
has to be sought.

(4) Organisational Message:

This channel is concerned with the authorised organisational messages only and the personal
messages are out of its jurisdiction.

(5) Deliberate Effort:

This channel of communication is not established automatically but effort has to be made for
its creation. It is decided keeping in view the objectives of the organisation.

Advantages
The formal communication has the following advantages:
(1) Maintenance of Authority of the Officers:
Formal communication maintains constant relations among the superiors and the subordinates
as a result of whom the dignity of the line superiors is maintained. Consequently, it is
convenient to control the subordinates and fix their responsibility which is absolutely needed
for effective and successful control.

(2) Clear and Effective Communication:

In formal communication, there is a direct contact among the managers and the subordinates.
Both understand the capability, habits, feelings, etc. of one another. Managers know as to
when and under which conditions their subordinates need information. In this way, this
communication is capable of making available timely information. Hence, it is clear and
effective.

(3) Orderly Flow of Information:

The information has to pass through a definite route from one person to another. Hence, the
flow of information is systematic.

(4) Easy Knowledge of Source of Information:

In this type of communication, the source of each information can be easily located.

Limitations:

Following are the disadvantages or limitations of the formal communication:

(1) Overload of Work:
In a modern business organisation much information, many messages and other things have
to be communicated. Under formal communication, they are routed through a definite
channel and this consumes much of the time of the superiors and thus some other important
works are left unattended.

(2) Distortion of Information:

This method can be a hindrance in the flow of information. Sometimes the distance between
the sender and the receiver is so big that the information has to pass through many hands and
by the time it reaches the receiver it is distorted. Thus it fails to serve its purpose.

(3) Indifferent Officers:

The officers do not pay much attention to the suggestions and complaints of the subordinates.
In such a case a subordinate may come lose his faith in the effectiveness of communication.

Types of Formal Communication

Formal communication is of two types:
(1) Vertical Communication:

(i) Downward Communication

(ii) Upward Communication

(2) Horizontal Communication. All these types have been clarified in the following diagram:
(Downward Communication) (Horizontal Communication) (Upward Communication)

(1) Vertical Communication

Vertical communication is of the following two types:
(i) Downward Communication:
The communication by top hierarchy with their subordinates is called downward
communication. This communication includes orders, rules, information, policies,
instructions, etc. The chief advantage of the downward communication is that the
subordinates get useful timely information which helps them in their work performance,

(ii) Upward Communication:

This is quite the reverse of the downward communication. This flows from the subordinates
to the superiors. The subject-matter of this communication includes suggestions, reactions,
reports, complaints, etc. This sort of communication helps the superiors in taking decisions.
(2) Horizontal Communication
Horizontal communication takes place when two individuals of the same level exchange
information. Horizontal communication is used by the same level officers to solve the
problems of similar nature and profit by the experience of other people. The subject-matter of
horizontal communication includes information, requests, suggestions, mutual problems and
coordination-related information.

Formal Communication Network

The way in which formal communication is done, is known as formal communication
network. Formal communication can be done in different ways-it may be vertical
communication or horizontal communication. The different forms of formal communication
network have been shown in the following diagram:

(1) Chain Communication:

Chain communication refers to the communication between a superior and a subordinate. All
the people in an organisation from top to bottom are linked with the help of a scalar chain as
has been shown in diagram (1). A is placed at the highest rank, B is a subordinate of A, C is
the subordinate of B, D is the subordinate of C and E is the subordinate of D.

(2) Wheel Communication:

In this form of communication, all the subordinates of a superior talk to one another through
his medium. The superior works as a hub of a wheel. In the diagram (2), A is the superior and
B, C, D and E are the subordinates. All the four subordinates communicate through the
medium of A.

(3) Circular Communication:

This communication takes place among the members of a group. Every member of a group
can communicate with the nearest two members. In the diagram (3), A can have
communication with B and E. Similarly, B can have communication with A and C. The same
applies to all the members of the group. In this case the communication moves at a slow
speed.

(4) Free Flow Communication:

This form of communication also takes place among the different members of the group. Its
special feature is that every member of the group can talk to all the other people in the group.
This has been clarified in diagram (4). A can talk directly to B, C, D, E. In the same way B
can talk directly to A, C, D, and E. The same applies to all the members of the group. In this
case, the communication moves at a rapid pace.

(5) Inverted ‘V’ Communication:

In this form of communication, a subordinate is permitted to communicate with the boss of
his boss. In this form of communication the messages move at a rapid speed, fn the diagram
(5), C and D is the subordinate of B who, in turn, is a subordinate of A. Here C and D can
talk directly to A who happens to be the boss of B.

2.3 Informal communication:

Informal communication network is a network that works outside the official and formal lines
of communication. It is spontaneous and unplanned. No set of rules and regulations are
followed in this communication network.

According to Thill and Bovee” The informal communication network carries information
along the organization’s unofficial lines of activity and power”.
Characteristics of informal communication:

1. Informal communication is both internal and external

2.Informal communication can bypass proper channels of organizational structure

3.Informal communication is based on personal relations
4.Informal language is used in informal communication
5.Informal communication can use written as well as oral channels.

Informal communication in an organization usually follows through chat and grapevine.

Chat:

Informal communication, which is usually in the form of a chat has to be confirmed in

writing before it goes through the official channel.

Grapevine:

Every organization has an informal communications network, or ‘grapevine’ that operates in

addition to the official channels. People have casual conversations with their friends in the
office. The grapevine always exists within the organization and frequently has contacts
outside the company as well. For example, an accounting supervisor might be getting more
information about his employer from a friend who plays cards with the firm’s marketing
manager than from his own boss.

According to Cambridge Dictionary,” grapevine is the informal transmission of

information, gossip or rumour from reason to person. It is the informal and unsanctioned
information network within every organization”

According to Dumler and Skinner,” Grapevine is an informal communication that cuts

across formal channels of communication and carries a variety of facts, opnions, rumors and
other information”.
 Pattern of grapevine:

Types of Grapevine chains:

With in the organization, communication chains exist. The chain used by grapevine tends to
be very flexible. We can classify the grapevine into four basic types.

1.The single strand chain: This is a simple concept to follow, A tells B, who tells C, who tells
D and so on. Each person passes the information on to the next person. Most inaccuracies
occur in this chain.

2.The gossip channel: A simply tells everyone who come in contact. This pattern is considered
to be somewhat slow in moving the information. This chain is just like a wheel, where A is
the axis and information passes along the spokes of the wheel to others stationed on the firm.

3.The probability chain: In this case, A makes a random contact with say B, E and F and passes
on the information .They, in turn, randomly contact others in accordance with laws of
probability. Some hear the information and some don’t. In this structure, there is no definite
pattern of communication. Information is randomly passed along to anyone willing to listen.

4.The cluster chain: A tells selected person, who may in turn relay information to other selected
individuals. Here A contacts, B and F, who may work with A. They may tell two or three
other persons with whom they usually have closed contact
Types of participants in grapevine:
 oBridger’s or key communicators: Bridger’s or key communicators receive and
passinformation to others. These people are the ones primarily responsible for the success of
the grapevine.
oBaggers or dead-enders: Baggers hear rumours but do not pass them along or fail to tell
others. They are called “dead enders”. They receive information but do not pass iton.
oBeaners or isolates: Beaners, or isolates, do not hear the information and thus cannot pass
along, a rumour. They tend to be outside the grapevine. They neither hear nor pass along the
information.
Need for communication in organization:

1.To develop in employees clear understanding of their roles and future growth opportunities in
the organization

2.To motivate and create a sense of identification with the organization’s goal.

3.To promote in employees a sense of belongingness and commitment.

4.To increase employees’ job performance and effectiveness by updating their knowledge
5.To effect changes smoothly
6.To inform and convince employees about decisions and the reasons behind those decisions
7. To empower employees with information on development and activities.

New trends in organizational communication

Several socio-technological changes have taken place in today’s modern society. These

changes have made people pay more attention to communication as an important tool of
successful management. These changes are:
1.Size of organization: Big organizations are getting bigger and bigger, either through their own
increased level of production or through multinational collaborations. The very size of
organization today poses problems of communicating .These problems have got to be looked
into for a proper running of the whole project.
2.The concept of human capital:All employees and workers are considered to be the human
component of business. They are not just the source of labour. Their attitude, interest, and
welfare constitute a major part of management concern to achieve targeted goals and
objectives. Hence, there has to be a live channel of communication between the employees
and the management.
3.New developments in information technology: The modern age, known as the age of
information, is just an age of many new media of information- telephone, radio, television,
communication satellite, computers and so on. It is also an era of a new attitude towards
knowledge and the value of sharing it with others.
4.Need to learn corporate etiquette: Top corporate executives are increasingly being sensitized
about the importance of knowing how to conduct meetings, seminars, presentations and
negotiations. They realize that management executives should learn the rule of etiquette,
these include:
(i)How to greet?
(ii)How to shake hands?
(iii)How to dress for success?
(iv)How to present cards?
(v)How to listen?
(vi)How to converse with seniors/ladies/and clients?

The training, which again is a part of communication skills, develops the corporate etiquette
to be observed and practiced for success in international/multinational/or big national
ventures. In business, a manager spends maximum time either speaking or writing to
hiscolleagues, his seniors, his juniors, or his clients. A manager’s success depends largely on
his ability to communicate. One of the important concerns of the manager is to organize and
ensure an effective information system across the organization.

In Organization, flow of information passes through internal and external audiences as

follows:

Strategies for improving organizational communication:

1.Encourage open feedback: In theory, encouraging open feedback is simple. If accurate

information is the key to effective communication, then organizations should encourage
feedback. After all, feedback is a prime source of information. There are several successful
techniques for opening feedback channels have been used by organizations .The following
are some of the techniques:
(i)360 degree feedback: These are formal systems in which people at all levels give feedback to
others at different levels and receive feedback from them as well as outsiders-
including customers and suppliers. This technique is used in companies such as Hewlett-
Packard, Motorola, Airtel, Reliance, Pantaloons.
(ii)Suggestion systems: These are programmes that invite employees to submit ideas about how
something may be improved. Employees are generally rewarded when their ideas are
implemented. For example, the idea of mounting film boxes on to cards that hang from
display stands, which is common today, originally came from a Kodak employee.
(iii)Corporate hotlines: These are telephone lines staffed by corporate officials ready to answer
questions and listen to comments. These are particularly useful during times of change when
employees are likely to be full of questions. For example, AT&T used hotlines in the early
1980s.

2.Use simple language: when addressing audiences whose members are unfamiliar with the
specialized language, simple, straightforward language is bound to be most effective.
Communicators should speak the language of their audience. Although you may be tempted
to try to impress your audience by using big words, you may have little impact on them if
they do not understand you. Always follow the KISS principle, i.e., keep it short and
simple.

3.Walk the talk: when it comes to effective communication, actions definitely speak louder than
words. In fact, one of the most effective ways of fostering effective organizational
communication is for CEOs to ‘walk the talk’ i.e. to match their deeds to their words. For
example, Boss says to employees “ my door is always open to you,” but was never available
for a consultation. Good communication demands consistency. For words to be heard as loud
as actions, the two must match.

4.Be a good listener: Effective communication involves more than just presenting messages
clearly. It also involves doing a good job of comprehending messages sentby others.
Effective listening is an important skill. In fact, given that managers spend about 40% of their
time listening to others, but only 25% on effective listening. When we speak of effective
listening, we are not referring to the passive act of just taking in information.
5.Avoid overload: generally, we are able to concentrate on the things you are doing. After all,
when people are confronted with more information than they can process at any given time,
their performance tends to suffer. This is known as overload. Staying competitive in today’s
hectic world often doing many things at once-but without threatening the performance, which
is often the result when communication channels are overloaded. Fortunately, several things
can be done to avoid, or at least minimize, the problem of information overload.

2.4 Interpersonal communication and Intrapersonal communication:

The difference is that "interpersonal" refers to relationships or actions that take

place between two or more people while "intrapersonal" refers to things that go on
exclusively within one person.

Interpersonal and intrapersonal communication can be differentiated on the following base.

Interpersonal communication:Interpersonal communication is that kind of communication

which takes place within or among more than two people with use of different mediums of
communication. With betterment and advancement of the communication mediums, it has
brought the community more closely and as a family.

Definition:

When communication which takes place from one to another, face to face, both
communicator and communicated persons reflects personal characteristics as well as social
role and relationship. Some theorists may include particularly the role of mediator of the
communication.

Relationship:

For forming a proper communication, both models of communicator should have a conducive
relationship to each other, to communicate, understand and accept for any kind of responses.
Face to face meeting:

Communication involves face to face meetings whilst exchanging idea, thoughts and other
form of words between the participants. Here the communication might be mediated by using
different types of mediums of communication such as television channels, telephonic lines
and other modern mediums.

Roles:

Each and every communicator plays distinctive roles in forming a relation between them.

However, there is another definition of communication as “who says what, in which channel,
to whom and with what effects”. It is my personal reflection that the communication of this
definition does not reflect time and where does it take place, more than that communication
in modern era does not merely involve talking but it is larger community or social context.

Process of interpersonal communication:

The process of communication can be viewed from the general prospective of Shannon and
Weaver, of this model of communication, there are four basic components forming a proper
communication including the sender and message, the medium and the receiver. Here the
noise provides an additional component.

Here the first two components the sender and message, the sender composes a message to
persuade the receiver. The sender encodes the message properly so as to make sure that the
message will be reflected by the receiver under proper channel.

The channel of communication in this model refers to the mode by which the message is
transmitted. Most familiar channels advancing in the modernity are Radios, television and
telephonic. However, interpersonal communication is different in this regard to mass
communication since some participants may not use certain medium and communication may
take place with face-to-face way.
The forth components of the model is the receiver. The receiver is responsible to receive the
message and decode it in way that they could intelligently response to the sources.

Here the interaction of message takes place when the receiver responses the sender after
decoding properly and it is in form of feedback, it helps to clarify the message and enhance
communication properly. It is cyclical process of communication.

There are different types of communications in terms of number of participants involving:

1. Dyadic communication:

This type of communication lies within two people, for instance discussion takes place
between the Teacher and his student about communication

2. Group communication

The group communication consists of participants more than three; here proper group
communication of interpersonal communication can be resembled when lesser number of
people will be involved. However, there is no distinctive number of exceeding participants to
be involved in the group communication when it limits more than three.

3. Public communication

This types of communication involves a larger participants basically forms in one way style
of communication process. The feedback of the receiver is minimal. It takes place in larger
audience and mostly takes place for entertainment and persuasion.

Another way of categorizing interpersonal communication is on the function or setting of the

communication.

•Organizational communication deals with communication within large organizations such

as businesses. This is sometimes considered part of group communication, but
communication scholars have built up a body of knowledge focused primarily on
organizations. Example: Work focused discussion between employer and employee.
•Family communication focuses on communication patterns within nuclear, extended
andblended families. Like organizational communication, this too is sometimes seen as part
of the general category of group communication, but much research has been focused
specifically on communication within a family relationship. Family communication can be
enhanced by the long-standing and close relationships among participants as well as the
likelihood that families have shared heritage, similar values, and social rituals. Patterns differ
in communication between spouses, between parent and child, among siblings, and within the
wider family context.Example: Conversation during a holiday meal.

Intrapersonal Communication

Intrapersonal communication takes place within one person. It is meant to reflect oneself to
clarify something. There are three concept of intrapersonal communication namely as
following:

1. Self-conception

It is the one of the concepts of intrapersonal communication because it determines how he

sees himself and which to oriented to others. It is also known as self-awareness. There are
several factors effecting the communication.

a) Belief

It is self-orientation to know what is true or false, good or bad. It might be descriptive or

prescriptive.

b) Values

Values are integral part of belief to determine what is right or wrong. It is a deep seated
foundation lying within the person’s mind and concept.

c) Attitude

It is a learned idea of the person and it is generally consistent with value. It is often
emotional.
2. Perception

When the self-concept lies internally and perception focuses outward. It is deep rooted in

belief, values and attitude. It related and closely intertwined with self concept to create better
understanding of both within and outside world.

3. Expectation

It is futuristic oriented message dealing with long term occurrence. People form expectation
on the base of the strength of ones learned ideas within the society.

There are different types of intrapersonal communications as following

(i)Internal discourse

Internal discourse relates to thinking, concentrating and analysing within one self. It might of
day dreaming, praying or meditating.

(ii)Solo-vocal

It is that communication which takes place while one shouts loudly for clarifying one-self or
rehearsing, when you are talking to yourselves when students don’t do homework properly,
you might talk yourself to remind on the next time to redo it.

(iii)Solo-written communication

It deals with writing for oneself and not for others. Like writing notes for your future use.

Merits and demerits of intra and interpersonal communication:

1. Irreversibility of communication

Merits:
Once when interpersonal communication has taken place, it could not be hold back. When it
has conveyed properly and in better way, there is always good impact

Demerits:

It is by contrast, when the communication was not properly flowed with good impact, it is
always bad impression.

2.Communication does not only be verbal communication Merits:

When you are in good mood, you may convey to others in better way.

Demerit:

The communication might be of body language and it is really hard stop when something
goes on emotionally, at that point of time, you may resort to have violence interaction.

3.Situation Merits:

The communication can also be depending on the situation, when situation will be calm both
in psychologically and sociologically then communication would be flowed smoothly

Demerits:

It is by contrast, when the situation of discourse is in harsh and not good, the communication
might not be good flow

Demerits:

When the intrapersonal communication takes place, there is no feedback since there is no
receiver to decode whatever he talks about himself.

Merits:

Intrapersonal communication does not need to wait for secondary feedback and it could take
place whenever he/she wants.
Constituents of Intrapersonal Communication

•1. Day dreaming

•2. Nocturnal dreaming, including and especially lucid dreaming.
•3. talking oneself, reading loud, repeating what hears.
•4. internal monologue
•5. making gestures while thinking
•6. writing one’s thoughts or observations.
•7. sense making
•8. Communication between body parts

2.5 Models of Interpersonal Communication:

1. Johari Window: Johari Window provides a useful way to graphically visualize the
process o f self-disclosure. The four quadrants of panes represents the different ways
information can be seen and observed, both by oneself and by others. The open
pane includes what everyone can see: your physical looks, occupation, economic and
social situation, as well as what you say and write. The hidden pane includes
information about yourself that you have not revealed to others: secrets, hopes,
fantasies. The blind pane iswhat others see in you that you cannot see: shortcoming,
talents, faults. Finally, the unknownpane includes information that nobody yet
knows: untapped potential, undiscovered interests.
 2. Exchange theory:

A new model of interpersonal communication has been proposed which is based on social
exchange theory. Social exchange theory as given by Thibault and Kelley is a social,
psychological and sociological perspective that explains social change and stability as a
process negotiated exchanges between parties.

•Social exchange is a theory based on the exchange of rewards and costs to quantify the
values of outcomes from different situations for an individual. The theory predicts that the
person will choose to leave the relationship. The theory has roots in economics, psychology
and sociology.
•1. This is a humanistic theory because it has intuitive credibility.
•2. It makes sense and is relative to actual communication practice.
•3. It has systematic approach and is timely.

Social exchange theory helps in developing closer relationships among employees. People
strive to minimize cost and maximize rewards

Example of Exchange theory:

A rookie NFL football player thinks that the benefits of signing with an independent agent
would outweigh the costs of signing with a big firm. He thought that the personal attention he
would get would benefit him more than being a little fish in a big pond with a large agency.
As time went on, much to the rookie’s surprise, he was not getting any offers.

This caused him to re-evaluate his relationship with his agent and ultimately threaten to leave
him for a big firm. The rookie eventually chose to continue with the independent agent. In the
end, the rookie signed for millions of dollars with his favourite team and become a hero.

3. Transactional Analysis: In 1950, Eric Berne developed a socio-psychological

concept termed as transactional analysis. Since then, the theory of Eric berne has been
applied in the fields of psychotherapy, counselling, education and organizational
development. Major objective of TA is to help people in understanding how to
communicate with others so that their relationship with others can be improved.
 TA plays an important role in analysing and understanding one’s own behaviour as
well as the behaviour of others. It guides people how to develop themselves and
interact with others. It also provides various ideas which help an individual to change
his behaviour that ultimately results in the growth of an individual.

According to Robbins Stephen, “ TA is a technique used to help people better

understand their own and other’s behaviours , especially in interpersonal
relationship”.

Objectives of TA:

1. To help people in understanding how to effectively communicate with each other

so that their communication skills can be improved.
2. To identify various transactional stages that people engage during communication.
3. To identify the ego states to which people belong.

Components of TA:

1. Ego state: The TA includes the recognition of the ego states after every transaction.
According to Berne,” An ego state is a consistent pattern of feeling and experience
directly related to a corresponding consistent pattern of behaviour”. Berne states that
when people communicate with others, they undergo one of the three psychological
positions, or behavioural patterns. These are termed asego states. Thus, ego states
determine how a person thinks, feels or behaves at a particular point of time.
Various states of ego are as follows:Parent taught the concept of life, Adult think
about the concept of life and child felt the concept of life.

i) Parent ego(Exteropsyche): The parent ego state includes the attitudes and
behaviours of all those people who are emotionally significant and act as
parent. People belonging to parent ego state are very protective, loyalty
towards rules and laws, honest by nature.

Types of parent ego states:

 a) Nurturing parent ego:such people are caring by nature i.e., they show
concern and care towards everyone who is a part of interaction regardless
of age.
b) Critical Parent ego: such people demonstrate decisive and strategic
behaviour during communication. Every individual has a unique parent
ego which is a blend of cooperation and harmfulness.
ii) Adult ego(Neopsyche): This ego state is characterised by logical thinking,
reasoning, gathering and sharing information. Such people treat others with
equality and consider them as responsible and valuable.
iii) Child ego(Archaeopsyche): This ego state is characterized by various
experiences of an individual during childhood i.e., upto the age of five years.
General traits of child ego are creativity, sadness, anxious, illogical
decisions, dependency, fear and hatred, laughing and shyness.

Types of Child ego:

a) Natural child: This type of child behaves naturally. He is tender,

spontaneous and intense. He also shows the characteristics of fear,
selfishness etc.,
b) Adaptive Child: this type of child is trained and follows his parent’s
instructions, when child becomes reserved, it may badly affect his
personality.
c) Rebellion Child: This type of child shows feelings of anger, terror and
annoyance.

2) Types of Transactions: Transaction, the core element of social relations, is the basis of
this technique. If two or more persons meet each other, they will surely talk to each other
immediately or after sometime, or give some sign of recognition. This is termed as
Transactional Stimulus. The other person will either say something or will give some kind
of response as per the stimulus. This response is termed as transactional Response.

i) Complementary Transaction or Parallel Transaction: When the Corresponding

stimulus and response are equivalent. Since, stimulus obtains the expected response, therefore
it is called complementary. There are nine types of complementary transactions. They are as
follows:
a) Adult-Adult Transaction: In adult-adult transaction, manager is in the state of adult ego.
He tries to identify and clarify issues. He also informs the employee regarding these issues
and is concerned about facts, figures and needs.

b) Adult-Parent Transaction: During this transaction, the manager tries to utilise the
information which he has gathered and employee in the parent state uses the past evidences
and guidelines. Employee attempts to dictate the manager.

c) Adult-child Transaction: This transaction can be successful only when the manager
knows about the employee’s ego state.

d) Parent-Parent Transaction: This kind of transaction will be successful when employee

coordinates with the manager and helps him.

e) Parent-Adult Transaction: In this kind of transaction, manager is upset with the

employees as they do not follow his directions and guidelines. In the same way, employees
may be upset with their manager. Hence such relationship is not lasting.

f) Parent-Child Transaction: This transaction is the perfect transaction because the manager
behaves like a parent and employees behaves like a child.

g) Child-Parent Transaction: During this transaction, manager behaves like a child hence
his contribution towards effective management is minimum.

h) Child-Adult Transaction:In this transaction, employee behaves like an adult and manager
behaves like a child. Hence the employee gets demotivated especially when the manager
takes illogical decisions and this creates problem for employees.

i) Child-Child Transaction: In this transaction, both manger and employee belong to the
child ego state. Therefore the manager is not able to guide his employee successfully and
proves to be a burden to the organization.

ii) Non-Complementary Transactions:Non-Complementary transactions are also known as

crossed transactions. In such kind of transaction, stimulus (S) and response (R) lines intersect
with each other. This may occur when the stimulus does not generate the expected response.

iii ) Ulterior Transaction: Ulterior transactions are those transactions which have double
meaning. On one hand, the communication has a clear adult message; on the other hand it
carries a secret message. Just like blocked transactions, ulterior transactions are also
unwanted.

iv ) Gallows Transactions: Gallows transaction is characterized by improper love or smile,

some examples of gallows transaction are as follows:

a) Sometimes teacher starts laughing instead of getting angry when their favourite
students make silly mistakes.
b) Similarly a mother simply smiles rather getting shocked or angry when a child falls
down.
c) A father feels proud and happy when his son undertakes risk, though he did not
succeed.

3) Life Positions : the behaviour of individuals is greatly affected by early assumptions and
beliefs. In the early years of life, the person forms a central philosophy through various
experiences. This philosophy is deeply embedded in their identity and their perception about
other people. These positions are known as life positions. They emerge from integration of
two points of views. i.e., attitude towards self and attitude towards others. A positive answer
(OK) or a negative answer (not OK) leads to four life positions .

i) I am O.K. you are O.K:This life position occurs when individual has a huge number of
O.K. experiences in life. Such people can creatively solve their own problems as well as
those faced by others. They give importance to others and believe that life is meaningful. For
example, when managers belong to this life position they have confidence in their employees
and follow mutual give and take approach.

ii) I am O.K. you are not O.K.: people who belong to this kind of life position always blame
others for their bad conditions. Such people believe that they are always right and they
focuses on mistakes and negative aspects and they rarely show expressive and caring
behaviour.

iii) I am not O.K. you are O.K.: people who belongs to this kind of life position will
compare themselves with others. The managers belonging to this position generally exchange
bad feelings and their behaviour is uncertain.

iv) I am not O.K. you are not O.K.: people who are disinterested in living belong to this life
position. They are hopeless and in severe situations, they might commit suicide or kill
someone else. Managers belonging to this position ignore the views and suggestions of
others.
 UNIT –III Nonverbal Communication and Body Language

Introduction:

Nonverbal Communication:

Nonverbal communication is the process of sending and receiving messages without

using words, either spoken or written. Also called manual language. Similar to the way that
italicizing emphasizes written language, nonverbal behavior may emphasize parts of a verbal
message.

Nonverbal communication or body language include:

Facial expressions. The human face is extremely expressive, able to convey countless

emotions without saying a word. And unlike some forms of nonverbal communication, facial
expressions are universal. The facial expressions for happiness, sadness, anger, surprise, fear,
and disgust are the same across cultures.

Body movement and posture. Consider how your perceptions of people are affected by the
way they sit, walk, stand, or hold their head. The way you move and carry yourself
communicates a wealth of information to the world. This type of nonverbal communication
includes your posture, bearing, stance, and the subtle movements you make.

Gestures. Gestures are woven into the fabric of our daily lives. You may wave, point,
beckon, or use your hands when arguing or speaking animatedly, often expressing yourself
with gestures without thinking. However, the meaning of some gestures can be very different
across cultures. While the OK sign made with the hand, for example, conveys a positive
message in English-speaking countries, it’s consider offensive in countries such as Germany,
Russia, and Brazil. So, it’s important to be careful of how you use gestures to avoid
misinterpretation.

Eye contact. Since the visual sense is dominant for most people, eye contact is an especially
important type of nonverbal communication. The way you look at someone can communicate
many things, including interest, affection, hostility, or attraction. Eye contact is also
important in maintaining the flow of conversation and for gauging the other person’s interest
and response.

Touch. We communicate a great deal through touch. Think about the very different messages
given by a weak handshake, a warm bear hug, a patronizing pat on the head, or a controlling
grip on the arm, for example.

Space. Have you ever felt uncomfortable during a conversation because the other person was
standing too close and invading your space? We all have a need for physical space, although
that need differs depending on the culture, the situation, and the closeness of the relationship.
You can use physical space to communicate many different nonverbal messages, including
signals of intimacy and affection, aggression or dominance.

Voice. It’s not just what you say, it’s how you say it. When you speak, other people “read”
your voice in addition to listening to your words. Things they pay attention to include your
timing and pace, how loud you speak, your tone and inflection, and sounds that convey
understanding, such as “ahh” and “uh-huh.” Think about how your tone of voice can indicate
sarcasm, anger, affection, or confidence.

3.1 Types of Nonverbal Communication:

Non-verbal communication occurs without using any oral or written word.
Instead of written or oral words, it relies on various non-verbal cues like physical movements,
tasks, colors, signs, symbols, signals charts, etc. to express feelings, attitudes or information.
Although no word is used in non-verbal communication, it can effectively communicate
many human feelings more accurately than verbal methods of communication.

 Eye contact.
 Facial expressions.
 Gestures.
 Posture and body orientation.
 Body Language.
 Space and Distance.
 Proximity.
 Para-linguistic.
 Humor.
 Touch.
 Silence.
 Personal Appearance.
 Symbol.
 Visual Communication.

Eye 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

The face is an important communicator. It is commonly said that face is the index of the
mind.
It expresses the type of emotions or feelings such as joy, love, interest, sorrow, anger,
annoyance, confusion, enthusiasm, fear, hatred surprise, and uncertainty.
Facial expressions are indicated through the mouth (open, wide or closed), eyelids (raised or
lowered), nose (wrinkled or relaxed), cheeks (drawn up or back) and the forehead (lowered or
raised).
Within the facial area, eyes are especially effective for indicating attention and interest.
However, interpretations of facial expressions differ from culture to culture.
Smiling is a powerful cue that transmits:
▪ Happiness.
▪ Friendliness.
▪ Warmth.
▪ Liking.
▪ Affiliation.
Thus, 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 un-animated.
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.
Gestures are movements of the arms, legs, hands, and head.7 Some authors opine that gesture
is the deliberate body movement as because they express specific and intentional meaning.
For example;
a wave of the hand has a specific meaning-“hello” or “good-bye”; a forefinger and a thumb
touching to form a circle have the meaning -“ok”.
Alike facial expressions, interpretations of some gestures also differ across cultures.
For example, in Europe, raising thumb is used to convey that someone has done something
excellent while in Bangladesh the same gesture means something idiotic.

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.
Body Language

Body language is another widely recognized form of non-verbal communication. Body

movements can convey meanings and message. Body language may take two forms of
unconscious movements and consciously controlled movements.
For example;
When a person is bored, he may gaze around the room rather than look at the speaker or he
may shift positions frequently.
When a person is nervous, he may bite his nails or mash hair. These are usually made
unconsciously. On the other hand, leaning forward toward the speaker to express interest is
the case of conscious body movements.

Space and Distance

Space and distance are significant non-verbal tools in the case of organizational
communication.
A spacious and well-decorated room indicates a person’s position in the organization
hierarchy and external people gets a message about his importance and authority only by
visiting his room.
Distance is another communication tool, which expresses the degree of intimacy and
individual acceptance.

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 aversion
Typically, 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.

Para-linguistic

This facet of nonverbal communication includes such vocal elements as:

▪ Tone
▪ Pitch
▪ Rhythm
▪ Timbre
▪ Loudness
▪ Inflection
For 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.

Touch

Touch is a widely used form of non-verbal communication tool.By touching, one can express
a wide range of emotions. However, the accepted modes of touch vary depending on the
gender, age, relative status, intimacy and cultural background of the persons.
For example, in the context of our culture, when one touches you from the back of the
examination hall, your understanding is that he wants to know something.

Silence

Silence is a powerful tool for communication. It may have a positive or negative meaning.
In a classroom, silence indicates that students are listening carefully and attentively. In the
same way, through silence one can communicate his lack of interest or a failure to
understand.
For example, silence often indicates that a person receiving instruction does not understand
the action required or sometimes silence indicates consent.

Personal Appearance

Appearance is also an important non-verbal communication tool. Appearance includes dress,

hair, jewelry, makeup, belt buckles and so on.
Appearance indicates the degree of importance or interest a person conveys to an occasion.
By means of uniform, we can identify a student, a doctor, a lawyer, a police officer, etc.
In an organization, one’s dress is keenly observed to see whether it conforms to accepted
standards of appearance. As an example, workers may wear different clothes when they are
on strike than they do when they are working.

Symbol

A symbol is something which represents an idea, a physical entity or a process but is distinct
from it. The purpose of a symbol is to communicate meaning.
For example, a red octagon may be a symbol for “stop”.
On a map, a picture of a tent might represent a campsite. Numerals are symbols for numbers.
Personal names are symbols representing individuals. A red rose symbolizes love and
compassion.
Visual Communication

When communication occurs by means of any visual aids, it is known as visual

communication.Thus, communication that occurs through facial expression, personal
appearance, gesture, posture, printed picture, sign, signal, symbol, map, poster, slide, chart,
diagram, graph, etc. is called visual communication.
For example, to indicate ‘danger’, we use red sign; to mean ‘dangerous’, we use a skull
placed between two pieces of bone put in crosswise fashion; to indicate ‘no smoking’, we use
an image showing a lighted cigarette with a cross mark on it.

Importance of Nonverbal Communication

Some important points expressing the importance, necessity, advantages or functions of non-
verbal communication are discussed below:

1.Well Expression of the Speaker’s Attitude

Various non-verbal cues of the speaker like physical movements, facial expression, a way of
expression, etc. play an important role in expressing the inner meaning of the messages in
face-to-face conversation and interview.
For example, the facial expression of the speaker indicates his attitude, determination depth
of knowledge, etc.

2.Providing Information Regarding the Sender of The Written Message

The format, neatness, language and the appearance of the envelope used in a written message
send a non-verbal message regarding the writer’s tests, choice, level of education, etc.
Expressing the Attitude of the Listener and Receiver
Sometimes the appearance of the listeners and receivers conveys their attitudes, feelings, and
thoughts regarding the messages they have read or heard.

3.Gaining Knowledge about a Class of People

Clothing, hairstyle, neatness, jewelry, cosmetics, and stature of people convey impressions
regarding their occupation, age, nationality, social or economic level, job status, etc.
For example; students, policemen, nurses, etc. can easily be identified through their dresses.
4.Gaining Knowledge about the Status of a Person
Non-verbal cues also help to determine the relative status of persons working in an
organization. For example, room size, location, furnishings, decorations, lightings, etc.
indicate the position of a person in the organization.

5.Communicating Common Message to All People

In some cases, non-verbal cues can effectively express many true messages more accurately
than those of any other method of communication.
For example; use of red, yellow and green lights and use of various signs in controlling
vehicles on the roads.

6.Communicating with the Handicapped People

Non- verbal cues of communication greatly help in communicating with the handicapped
people.
For example; the language of communication with the deaf depends on the movements of the
hands, fingers, and eyeball.

7.Conveying Message to the Illiterate People

Communication with illiterate people through written media is impossible. There may also be
some situations that do not allow the use of oral media to communicate with them.
In such situations, non-verbal methods like pictures, colors, graphs, signs, and symbols are
used as the media of communication.
For example; to indicate danger we use red sign and to mean dangerous we use a skull placed
between two pieces of bone put in a crosswise fashion.

8.Quick Expression of Message

Non-verbal cues like sign and symbol can also communicate some messages very quickly
than written or oral media.
For example; when drivers of a running vehicle are to be communicated that the road ahead is
narrow or there is a turn in the road ahead, we generally use signs or symbols rather than
using any written or oral message.
9.Presenting Information Precisely
Sometimes quantitative information on any issue may require a lengthy written message. But
this quantitative information can be presented easily and precisely through tables, graphs,
charts, etc.

3.2 Hand Shakes:

A handshake is a globally widespread, brief greeting or parting tradition in which two people

grasp one of each other's like hands, in most cases accompanied by a brief up-and-down
movement of the grasped hands. Handshakes are sometimes used to signify romantic
relationships.

Using the right hand is generally considered proper etiquette. Customs surrounding
handshakes are specific to cultures. Different cultures may be more or less likely to shake
hands, or there may be different customs about how or when to shake hands.

Unless health issues or local customs dictate otherwise, a handshake is made usually with

bare hands. However, it depends on the situation.

Handshakes across different countries:

 In Anglophone countries, handshaking is common in business situations. In casual

non-business situations, men are more likely to shake hands than women.
 In the Netherlands and Belgium, handshakes are done more often, especially on
meetings.
 In Switzerland, it may be expected to shake the women's hands first.
 Austrians shake hands when meeting, often including with children.
 In the United States a traditional handshake is firm, executed with the right hand, with
good posture & eye contact.
 In Russia, a handshake is performed by men and rarely performed by women.
 In some countries such as Turkey or the Arabic-speaking Middle East, handshakes are
not as firm as in the West. Consequently, a grip that is too firm is rude. Hand shaking
between men and women is not encouraged in the Arabic world. Also, only the right
hand should be used.
  Moroccans also give one kiss on each cheek (to corresponding genders) together with
the handshake. Also, in some countries, a variation exists where instead of kisses, and the
handshake the palm is then placed on the heart.
 In China, a weak handshake is also preferred, but people shaking hands often hold on
to each other's hands for an extended period after the initial handshake
 In Japan, it is appropriate to let the Japanese initiate the handshake, and a weak
handshake is preferred. The Japanese do not have a tradition of shaking hands and prefer
to formally bow (with hands open by their sides) to each other, but they will greet non-
Japanese with a handshake.
 In India and several nearby countries, the respectful Namaste gesture, sometimes
combined with a slight bow, is traditionally used in place of handshakes. However,
handshakes are preferred in business and other formal settings.
 In Norway, where a firm handshake is preferred, people will most often shake hands
when agreeing on deals, in private and business relations.
 In Korea, a senior person will initiate a handshake, which it is preferred to be weak. It
is a sign of respect to grasp the right arm with the left hand when shaking hands. It is also
disrespectful to have your free hand in your pocket while shaking hands. It is considered
disrespectful to put one's hand in your pocket while shaking another person's
hand. Bowing is the preferred and conventional way of greeting a person in Korea.

Types of handshakes:

In an increasingly competitive business world, it’s vital to make the right impression to stand
out from the crowd. It all starts with the handshake.

Here are some different types of handshake and how to deal with them, according to business
expert Penny Edge, founder of the Finishing Academy UK consultancy.

Power Shake

To avoid the power shake step in with left foot when you see the power shake coming. This
will invade the other person’s space and put them off kilter.

Board Room Shake

This person shakes hands strongly and grips the forearm with the other hand. Usually it is a
managing director who wants to show control.
Bone Crusher Shake

While this grip may be okay between two alpha males, in most circumstances it is too hard
and holds for too long.

Wet Fish Shake

This is known as the limp lettuce handshake. If you’re on the receiving end, take control by
adjusting this handshake and giving two firm shakes.

Confident Shake

This is described as a firm hold with two shakes and eye contact.

Empathetic Shake

This type of handshake involves a brush of the forearm with the left hand for no longer than
three to four seconds. Those who use this type of handshake will have an 80 per cent chance
of getting on well with the other person. Be warned though – touching for longer than five
seconds invades the other person’s personal space.

Patronising Shake

Do not grab hold of the other person’s wrist when shaking hands.

How to Handshake Basics

Palm Vertical to the ground and extending your arm forward as though you were
sawing wood with a hand saw. It sends a message of greetings, I am here for you as
you for me. We are equals.

Better Tilt your hand slightly so that your palm is pointing to the sky. This subtle
body language message is humility and that you are there to help and to serve.

Palm Up I am here to serve you. It can also indicate when first offered, submission or
take charge.
 Palm Down This is the authoritative position. You are in charge or in authority. You
are there to take the lead, to take care of things, to get the job done. However it can
also indicate a controlling personality.

Hand in Hand Typically your greeter will offer a hand palm up and before shaking
starts the second hand sandwiches yours. Sometimes given to show empathy as with
the loss of a loved one.

It is also given when wanting to demonstrate concern or to convey that you’re with a
caring individual. It seems to be a favorite of politicians.

It conveys familiarity. Do not use it unless you are close to the individual you do it
with, you want to leave a bad impression or you are a politician.

The Middle Five

Related to a high five, a mid five fanning of the hand will be offered from the right
side of your greeter and will wave in almost as if to clap your hand and then ending in
a traditional shake.

This is something you will only observe in men in their 20’s and younger.

Only engage in it if you are familiar or have become known to the person offering it.
Remember, others around may note your gestures in this regard as well.

The Eyes Have It

Maintain eye contact while engaging in shaking hands. Nothing will communicate
self confidence, sincerity, and camaraderie more than this one gesture.

The Pressure Is All Mine

The pressure applied in shaking a hand is relative to the culture your in.

In North America, a firm hand shake is appropriate. Make it stronger or weaker than a
basic firm grasp and you will leave a negative impression.

Make Mine Dry

 Some occasions cause stress and resulting sweaty palms. You won’t get a second
chance at a first impression. If you're meeting and greeting after a speech, you will
want to be remembered for your words and not wet hands.

If faced with this challenge, always carry a handkerchief with you to ensure you’re
remembered for you and not a damp handshake. Use discretion and grace so that it is
not noticed that you had to dry.

If you are enjoying a drink, hold it in the left hand until introductions are completed.

Wash your hands with soap and water and dry well prior to a meeting.

Keep your palms open and out of your pockets.

3.3 Body Language

Put simply, body language is the unspoken element of communication that we use to reveal
our true feelings and emotions. Our gestures, facial expressions and posture, for instance.

When we are able to "read" these signs, we can use it to our advantage. For example, it can
help us to understand the complete message of what someone is trying to say to us, and to
enhance our awareness of people's reactions to what we say and do.
We can also use it to adjust our own body language so that we appear more positive,
engaging and approachable.

How to Read Negative Body Language

Being aware of negative body language in others can allow you to pick up on unspoken
issues or bad feelings. So, in this section, we'll highlight some negative nonverbal signals that
you should look out for.

Difficult Conversations and Defensiveness

Difficult or tense conversations  are an uncomfortable fact of life at work. Perhaps you've had
to deal with a difficult customer , or needed to talk to someone about his or her poor
performance . Or maybe you've negotiated a major contract.
Ideally, these situations would be resolved calmly. But, often they are complicated by
feelings of nervousness, stress, defensiveness , or even anger . And, though we may try to
hide them, these emotions often show through in our body language.
 Arms folded in front of the body.

 Minimal or tense facial expression.

 Body turned away from you.

 Eyes downcast, maintaining little contact.

Avoiding Unengaged Audiences

When you need to deliver a presentation, or to collaborate  in a group, you want the people
around you to be 100 percent engaged.
Here are some "telltale" signs that people may be bored or disinterested in what you're saying .

 Sitting slumped, with heads downcast.

 Gazing at something else, or into space.

 Fidgeting, picking at clothes, or fiddling with pens and phones.

 Writing or doodling.
How to Project Positive Body Language

When you use positive body language, it can add strength  to the verbal messages or ideas that you wa
convey, and help you to avoid sending mixed or confusing signals.
In this section, we'll describe some basic postures that you can adopt to project self-confidence and openness.

Making a Confident First Impression

These tips can help you to adjust your body language so that you make a great first impression
 Have an open posture. Be relaxed, but don't slouch! Sit or stand upright and place your hands by
sides ( Avoid standing with your hands on your hips, as this will make you appear larger, which
communicate aggression or a desire to dominate
 Use a firm handshake. But don't get carried away! You don't want it to become awkward or, worse, pa
for the other person. If it does, you'll likely come across as rude or aggressive.
 Maintain good eye contact. Try to hold the other person's gaze for a few seconds at a time. This will
her that you're sincere and engaged. But, avoid turning it into a staring match!
 Avoid touching your face. There's a common perception that people who touch their faces w
answering questions are being dishonest. While this isn't always true, it's best to avoid fiddling with you
or touching your mouth or nose, particularly if your aim is to come across as trustworthy.

3.4 Interviews, Negotiations and Reflection

Body language can also help you to stay calm in situations where emotions have the potential
to run high – a negotiation , for example, or a performance review . Use the following tips to
defuse tension and demonstrate openness:
 Use mirroring. If you can, subtly mirror the body language of the person you're
talking to. This will make him feel more at ease, and can build rapport . But don't
copy every gesture that he makes, as this will likely make him feel uncomfortable, or that
you're not taking him seriously.
 Relax your body. It can be difficult to keep emotions at bay, particularly in nerve-
wracking situations such as an interview  or appraisal. But you can maintain the
appearance of calm by keeping your hands still, and by avoiding fidgeting with your hair
or touching your face.
 Look interested. As we suggested above, touching your face or mouth can signal
dishonesty. But, it can also demonstrate that you're thinking. So, if you are asked a
complex question, it's OK to briefly touch your cheek or stroke your chin. This will show
the other person that you're reflecting on your answer before you respond (see figure 15).
Body language refers to the nonverbal signals that you use to communicate your feelings and
intentions. It includes your posture, your facial expressions, and your hand gestures.

The ability to understand and to interpret body language can help you to pick up on unspoken
issues, problems or negative feelings that other people might have. You can also use it in a
positive way to add strength to your verbal messages.

Negative body language includes:

Folded arms.

Tense facial expression.

Body turned away from you.

Poor eye contact.

Positive body language includes:

Open body position (arms unfolded).

Upright posture.

Relaxed and open facial expression.

Arms hanging relaxed by the sides.

Regular eye contact.

Examples of body language:

The term "body language" refers to the gestures a person's face or body gives as an aid
to communication. These clues can be either intentional or unintentional. 
Following are some examples of body language, and what each example communicates to
other people: 

 Arms crossed over the chest. This example of body language can indicate that a
person is being defensive. It can also demonstrate that the individual with crossed arms
disagrees with the opinions or actions of other individuals with whom they are
communicating. 
 Nail biting. Nail biting is a type of habit than can demonstrate stress, nervousness, or
insecurity. Oftentimes people bite their nails without even realizing it. 
 Hand placed on the cheek. This example of body language can indicate that a person
is lost in thought, or is considering something. Sometimes when the hand is on the cheek,
it is accompanied by a furrowed brow, which further demonstrates deep concentration. 
 Tapping or drumming the fingers. Finger-tapping demonstrates that a person is
growing impatient or tired of waiting. 
 Head tilted to one side. A tilted head demonstrates that a person is listening keenly, or
is interested in what is being communicated. 
 Touching the nose. When someone touches or rubs their nose, it can signify a number
of things: it can be a signal of disbelief or rejection, or it can also demonstrate that an
individual is being untruthful about what they are saying. 
 Rubbing the hands together briskly. This can show that a person's hands are cold. It is
also a way of communicating that an individual is excited for something, or is waiting in
anticipation. 
 Placing the tips of the fingers together. "Steepling" of the fingers, or placing the tips
of them together, is a demonstration of control and authority. This type of body language
can be used by bosses or authority figures to subtly demonstrate that they are running
things. 
 Palms open, facing upward. An open palm is a sign of openness and honesty. It can be
a show of submission - in older days when many people carried weapons, this was used
to show that they were not holding one - or of sincerity and innocence. Some people
open their palms during worship at church as a sign of submission and respect. 
 Head in hands. Yet another example of body language that might mean a number of
things, the head in hands move can demonstrate boredom, or it might show that a person
is upset or ashamed and does not want to show their face. 
 Locked ankles. When the ankles are locked together, either while standing or seated,
it can communicate nervousness or apprehension. 
 Standing up straight, shoulders back. This position shows that a person is feeling
confident of him or herself, and is often accompanied with walking at a brisk stride. 
 Stroking of the beard or chin. When one strokes the chin, he or she is communicating
deep thought. Such a motion is often used unintentionally when an individual is trying to
come to a decision about a matter. 
 Pulling of the ear. People often pull the lobes of one of their ears when they are
attempting to make a decision, but remain indecisive. This motion demonstrates the
inability to come to a conclusion. 
Each of these examples of body language clearly communicates a message even without
saying a word. Now that you know about these examples, you can be on the lookout for
people using body language in your every day interactions. 

3.5Business Etiquette:

The basis of business etiquette is about building strong relationships in your field by fostering
better communication. This can only happen when those you work with feel secure and
comfortable. Although basic business etiquette may vary from country to country, some
principles stand the test of time and geography

Arrive on Time

In the business world, it is best to observe the old rule, “Five minutes early is late.” Allow
yourself enough time to arrive promptly, take off your coat, and settle in a bit. Arriving at a
meeting exactly at the appointed time can make you feel rushed, and you will look it. Time is
a commodity; by being punctual, you show you respect others.

Dress Appropriately for Work

While appropriate dress certainly varies from field to field and climate to climate, some
things remain the same. Clean, pressed clothing without any loose threads or tags and
relatively polished, closed-toe shoes are a must. Look at the people around you for ideas on
what sort of clothing is standard.
Speak Kindly of Others

Taking care to greet your co-workers and remembering to say “please” and “thank you” make
a tremendous difference in the way they perceive you. Your good manners show that you
acknowledge those around you and are considerate of their presence. Avoid discussing
political or religious matters.

Keep the conversation focused on noncontroversial topics, so your co-workers find you easy
to talk to. That sort of diplomacy is the basic idea of business etiquette.

Avoid Gossip or Eavesdropping

Gossip and eavesdropping are childish behaviors that have no place in the workplace. If you
hear a rumor about someone in the workplace, do not pass it on. People don’t always know or
remember who starts a rumor, but they always remember who spreads it. If you walk into an
area, and it seems your co-workers don't know you are there, make sure to greet them politely
to remove any chance that you accidentally eavesdrop on their conversation.

Show Interest in Others

Showing interest goes beyond business etiquette into general politeness, but it bears
repeating: When speaking with someone, show you are truly engaged. Do not play on your
phone or computer, and if you have to answer a communication say, “Excuse me one
moment; I'm so sorry.”

Maintain friendly eye contact. Listen. People will remember how you make them feel, and
nobody wants to feel as if they are ignored.

Watch Your Body Language

In the Western world, a handshake is still the typical greeting. Say hello with a firm but quick
handshake. This handshake is the extent of how much you should ever touch a co-worker –
when it doubt, just don’t touch. Hugs or other types of affection that you share with friends
and family are out of place in the workplace.

Introduce Yourself and Others

Sometimes you can tell people do not remember your name or position. Introduce or
reintroduce yourself quickly if that seems to be the case. If you are with a co-worker who is
new, take the time to introduce him to others. It helps to have a friendly person make you feel
comfortable in the office.
Don’t Interrupt Others

When you have a great idea or suddenly remember something important, it can be tempting
to blurt it out. Do not do this. Interrupting the person who is speaking sends the message that
what she is saying isn't as important as what you have to say. Demonstrating you are an
attentive listener is the backbone of diplomacy.

Mind Your Mouth

Using vulgar language is a surefire way to become unpopular in your workplace. Vulgar
language includes swear words and judgmental language. Business etiquette requires being
constantly mindful that you are in a diverse environment with people you do not know on a
personal level. Speak as though someone from human resources is always listening.

Consume Food and Drink Correctly

If you attend an after-hours work event, do not drink too much alcohol. When at work, take
care not to bring particularly malodorous foods that everyone in the office can't help but
smell. Don't make noises during or after you eat; no one wants to hear that.

First Impression in Business Etiquette:

In business, as in social situations, first impressions are crucial. Giving a bad first impression
can lose you the confidence of prospective employers, customers and clients, and even cost
you business. The first impressions you give a customer or client will set the tone for your
future business relationship and shows that you are professional and prepared. However, it is
not difficult to give a good first impression every time by following a few simple guidelines.

Dressing for Success

Dressing appropriately is very important in first impressions. Appropriate dress shows that
you respect your business and your customers. If you look successful and confident, then
others will have more confidence in you as well. Showing up to a meeting poorly groomed
shows the other person that you do not care enough about the meeting to bother making an
effort. When you are dressed properly, there is also nothing to distract others from your
message. Because some industries have a more casual dress code than others, you should try
to dress similarly to what others in your industry wear. However, when in doubt as to what to
wear, always err on the conservative side.

Body Language

You body language is one of the first things a person will notice meeting you. If you body
stance is slouched and closed, you will send the message that you are not interested in the
other person. Standing straight and naturally, with your shoulders back, arms at your side and
head up, indicates that you are interested and enthusiastic and ready to do business. When
listening to someone, face the other person with your shoulders squared to theirs, keep your
hands at your side and maintain eye contact. This demonstrates you are focusing entirely on
the other person.

Greetings

Showing confidence when you greet someone for the first time gives a good first impression.
Etiquette expert Emily Post suggests you should always do five things when meeting
someone – look them in the eye, give a firm handshake, greet them by name, say your own
name slowly and clearly; and smile. These will show the other person that you are positive
and confident. Show the other person that the meeting is important to you by thanking them
for meeting with you and by always having a positive attitude.

Conversation Etiquette

To give a good first impression, make sure you do not do all the talking. One rule of thumb is
to try to spend at least as much time listening as talking. Demonstrate that you are interested
in the other person and what they have to say by taking the time to ask questions and listen.
Maintain eye contact with the person you are talking to and give him your full attention.
Make sure you are speaking clearly and loudly enough for the other person to hear – this will
also show confidence.

Golden Rule

If you are going to an office to meet with someone, make sure you are friendly to everyone
you meet at that office, not only your client. Greet the receptionist, others in the elevator, the
person who brings you coffee, etc. In this way, everyone in the office will have a good first
impression of you. If you are a prospective employee or are making a sales call, make sure
you also establish a rapport with the decision makers' secretary. Many employers ask for their
secretaries' opinions and feedback on prospective employees and clients.

General Business Etiquette guidelines:

Business vs. Social Etiquette

Treating people with consideration and respect is basic etiquette in both business and social
situations. Applying these principles in the workplace, however, is different than in social
situations. Behaviors that distinguish between men and women, such as holding the door
open or pulling out a chair, may appear condescending and offend a female colleague. In the
workplace, men and women are peers and should be treated as such, regardless of your
personal feelings or how you behave in social settings.

Business Attire and Personal Hygiene

How you view yourself and how others view you can sometimes be drastically different.
While you may be looking at yourself from the inside out, others are looking at you from the
outside in. Perceptions are important, so to ensure you project a professional image, turn the
tables and assess your manner of dress and personal hygiene habits according to what others
see when they are looking at you. For example, if you wear commuting shoes, change them
before you get to your desk. Apply fragrance with a light hand or don’t apply it before
coming to work, as even a pleasant odor can be disruptive and affect colleagues with
allergies. Lean more toward conservative and traditional attire, regardless of whether your
business dress code is business dress, business casual or casual

Communication Guidelines

Communication guidelines include both verbal and nonverbal language. For example, if you
participate in a program in which not everyone knows each other, make the proper
introductions following etiquette guidelines, which dictate that the correct way is to introduce
lower-ranking people to those having a higher rank. A firm handshake with direct eye contact
is good business etiquette and always appropriate. During conversations or discussions, allow
the person who’s speaking to finish before responding or interjecting your thoughts.
Interruptions are not only disrespectful, but also very poor etiquette.

Electronic Business Etiquette

Mobile technology makes it possible to conduct business from virtually any location, but
doing so can be distracting, disruptive and, thus, poor business etiquette. Ensure that you’re
present in both mind and body during meetings and conversations by turning off mobile
phones or setting them to vibrate rather than ring. Follow conference-call etiquette guidelines
by making introductions at the beginning of the call and get permission before using the
speaker-phone option. Conference calls require greater attention to making sure you
communicate clearly and avoid unintentional interruptions. When drafting and sending
business email messages, use professional language, avoid using emoticons and keep
messages focused on business.

3.6 Business Etiquette across cultures:

International business travel can be complicated enough at the best of times, with flight
arrangements, accommodation and connections to arrange, one would hope that the business
meetings themselves would take care of themselves.

This is not always the case, especially if meeting with businesses professionals from
completely different cultures than that of your own. In fact, many business professionals
aren’t even aware that business etiquette varies across the globe, and may be committing
cultural faux-pas during business meetings.

There are many factors that business professionals could consider ahead of meeting an
associate or business partner from a different country; greeting style, how to address others,
business card etiquette, communication style, and meeting agenda to name a few. 

Some business cultures are relaxed in nature, while others are serious or regimented. 

In order not to offend the people you are meeting, it is important to consider and adapt to how
business professionals operate in different parts of the world.

The many different etiquette customs around the world: 

For example in Russia, it is customary to greet business associates with a firm handshake
with everyone present, whilst maintaining good eye contact. Business cards are
recommended to include a Russian translation as this shows a level of respect and
acknowledgement of the Russian culture which could lead to more positive business
discussions and negotiations. 

On the other hand, in a country like Spain for instance, the atmosphere and etiquette of
business engagements is more laid back. Face-to-face communication is preferred, in order to
build a rapport with the other parties – this often takes the form of getting to know each other
on a personal level before a professional one.

American businesspeople have an understanding of proper business etiquette: Dress

professionally, show up on time, have a firm but not crushing handshake, show respect for
your superiors without groveling and so on. Look around the world, though, and you find
different cultural etiquette and protocol in operation.

 Punctuality. In German eyes, time is money. Wasting time by showing up late is

disrespectful. In Brazil, meetings often run late, and leaving early is bad manners. In
Italy and France, meeting start times are guidelines, not commitments.
 Business wear. In many American businesses, you can get by with business casual. In
France, even low-ranked executives place a priority on dressing well. Italian
businesspeople also expect elegance from their business colleagues. In China, dressing
conservatively makes a good first impression. 
 Physical contact. In China, physical contact from a business colleague is frowned
upon. In Brazil, by contrast, it's a sign of trust. Brits don't maintain eye contact for as
long as Americans think is appropriate.
 Gift-giving. In Japan, gift-giving is common, but the present should always be
wrapped. In China, offering a gift to associates is essential, although the recipient makes
a show of refusing. In Italy, giving a business colleague a gift is inappropriate unless the
relationship has become close.
Getting Work Done

Building a strong team from a diverse workforce takes effort on all sides. It's important to
respect employees from other cultures, but it's also important they respect the needs of the
job. Be on the lookout for several key points where different cultural attitudes can cause
problems.

 Communication styles. In some cultures, saying an outright "no" is an insult. Many

societies are more indirect in conversation than Americans.
 Time. Americans take time seriously, but some cultures aren't as focused on
delivering by a deadline or showing up when the meeting starts.
 Power and authority. Some cultures consider it a serious faux pas to question a
superior. Conversely, a supervisor or manager from those cultures may expect more
deference from employees than American workers typically give.

Workplace Cultural Etiquette

Even if your company isn't international, your workforce or your customers may have roots
in different cultures. Learning to master different cultural etiquette and protocol can go a long
way toward making a good first impression, second impression and all the impressions after
that. Your team should practice the same principles.

 Learn about other cultures. If you're hiring Mexican-American workers or dealing

with Arab-American customers, find out about their customs, food, protocol and
business style. It doesn't require a trip to the library; there's tons of information available
online.
 Learn languages. Even a few key phrases may help create a good first impression. If
you're dealing with one particular culture, such as Indian or Israeli, make an effort to
learn more of their language.
 Encourage employees to be open-minded. If your team includes people from
different cultures, encourage them to share their perspectives. Remind your employees
that you want them to be accepting of each others' differences, not intolerant.
 Try new things. Have lunch with a client or employee and try their cuisine, whether
it's Ethiopian, Korean or kosher. Don't compromise your principles - don't eat meat when
you're vegan - but if you're comfortable experimenting, you can create a good first
impression.
 Accommodate differences. Jews and Muslims, for example, have different holy days
from Christians. They have food restrictions, such as not eating pork. Scheduling
mandatory corporate training on Yom Kippur or buying your team pork tacos, with no
alternative, for lunch makes you look clueless.
 Treat people as individuals. Don't assume that every Brit or Korean or Mexican
conforms to the same type or follows the same etiquette. There's no such thing as a
generic Swede or Mexican or American. People are as individual as their fingerprints.
 UNIT-IV BUSINESS WRITING SKILLS

Introduction:

Business correspondence means the exchange of information in a written format for the

process of business activities. Business correspondence can take place between organizations,
within organizations or between the customers and the organization. The correspondence is
generally of widely accepted formats that are followed universally.

NEED FOR WRITTEN COMMUNICATION:

1. Maintaining a proper relationship.

2. Serves as evidence.
3. Create and maintain goodwill.

4. Inexpensive and convenient.

5. Formal communication.
6. Independent of interpersonal skills.

TYPES OF BUSINESS CORRESPONDENCE:

Business letters

Business letters are the most formal method of communication following specific formats.
They are addressed to a particular person or organization. A good business letter follows the
seven C's of communication. The different types of business letters used based on their
context are as follows,

1. Letters of inquiry
2. Letters of claim/complaints
3. Letters of application
4. Letters of approval/dismissal
5. Letters of recommendations
6. Letters of promise.

Official letters can be handwritten or printed. Modernization has led to the usage of new
means of business correspondence such as E-mail and Fax.
Email

Email is the latest formal method of business communication. It is the most widely used
method of written communication usually done in a conversational style. It is used when
there is a need to communicate to large audience in an organization.

Memorandum

Memorandum is a document used for internal communication within an organization. Memos

may be drafted by management and addressed to other employees, and it is sent with the
money draft. Memos are sent to several people in a team when important business matters
need to be updated to them or to a single person to have a written record of the information’s.

The 5 most common types of business correspondence

There are different kinds of business correspondence that are typically used in organizations.
The 5 most common types of business correspondence include internal
correspondence, external correspondence, sales correspondence, personalized
correspondence, and circulars.

1. Internal Correspondence

Internal correspondence is a written communication between the employees, units,

departments, and branches of the same organization. Internal correspondence can either be
formal or less formal. Routine internal correspondences are usually less formal, such as quick
instructions between a supervisor and a staff, and these are normally in the form of email.

There are other more formal types of internal correspondence which include promotion letter,
written reprimand, notice to explain, memorandum, formal requests for approval, and letter of
approval or dismissal. These types of communication are ideally printed on paper, signed by
the sender, and physically received by the recipient.

2. External Correspondence

External correspondence takes place between different organizations, or between an

organization and their individual clients. This is a form of written communication made by a
company to those who do not belong to their organization.
External correspondence is commonly made to vendors, creditors, suppliers, existing
customers, prospective clients, financial institutions, government offices, law and accounting
firms, business affiliates, sponsors or donors, and other offices that have either direct or
indirect business relationship with the company.

3. Sales Correspondence

Sales correspondence refers to sales-related communications. It is not limited to just selling a

product or service, but it also includes other activities relating to sales. Sales correspondence
include marketing letters, offer and discount letters, sales proposals, invoices, statement of
accounts, sales reports, order confirmation, purchase orders, letters of authorization,
collection letters, and such.

For the purpose of selling, it is important to know how to write quality sales letters to be able
to communicate effectively. Also, marketing and offer letters should reflect truthful and non-
misleading information. Other kinds of sales correspondence — such as invoice, purchase
orders, and collection letters — must contain accurate information.

4. Personalized Correspondence

Personalized correspondence involved personal and emotional factors. Despite being labeled
as “personalized”, this type of correspondence can also be used for business purposes.
Examples of personalized correspondence include letters of gratitude, letters of favours or
requests, appreciation notes, letters of congratulations of commendation, and such.

This particular type of correspondence doesn’t need to have a very formal tone. Though this
can be done via email, writing an actual, physical letter is more preferable because it has a
sense of personal touch. You may use a regular office paper for this, or perhaps a
personalized yet cheap note pads, or a greeting card for a certain purpose (e.g. Thank You
card, Congratulations card, etc).

5. Circulars

Circulars are notices that are communicated to a large number of people within the
organization. It is also referred to as office instructions or announcements. Often, general
announcements (such as changes in contact information, details about meetings with
shareholders, instructions about certain protocols, etc) are being communicated via circulars.

The Significance of Written Communication/Business Correspondence

Business correspondence is an essential tool for the day-to-day operations of a company. It
helps people within an organization communicate with each other efficiently. It also helps an
organization transact and maintain a good professional relationship with their business
partners, customers, and other organizations.

It is important that we know how to communicate in writing effectively, both in actual and
via email. Maintaining professionalism, choosing the right words, and staying courteous and
sincere when communicating will make a big impact on your business image.

ESSENTIALS OF EFFECTIVE BUSINESS CORRESPONDENCE:

1. Sender’s address: You have two choices here.  Most word processors have letterhead
templates.  Consider creating your own letterhead and storing it as a separate document. 
In the alternative, your name and address should be the first item that appears on the
paper.  When you use this format, do not include your name.  That and your title are
reserved for the bottom of the letter.
2. Date: The sender’s address is followed by the date the letter is sent, not to be
confused with the date that it is authored.  This allows both the sender and the recipient
to understand the date the correspondence was effectuated.
3. Recipient’s address: Use this portion of your letter to identify the name and address
of the person/persons for whom the correspondence is intended.  Make sure to include
any known job titles as a professional courtesy.  For example, Joseph Smith, Chief
Bottle washer.
4. Subject matter: Include a brief line that also includes names and file numbers, if
appropriate.
5. Salutation: Professional correspondence is considered a formal method of
communication.  Unless you have an extremely personal relationship with the person
you are writing to, avoid using first names.  Use titles:  Dear Dr. Smith, Mr. Smith, Ms.
 Smith, etc. To Whom It May Concern and Dear Sirs/Madames are also appropriate
salutations in instances where you have not identified the specific recipient.
6. Body of the Letter: The first paragraph of your letter should sum up the basis for
your correspondence.  Be concise and to the point.  The content of this paragraph is what
encourages the reader to move on.  Be conscious of the fact that a businessperson may
merely skim through your letter.  In the paragraphs that follow, dig deeper into your
concerns and expand on the reason for your correspondence.
7. Closing Paragraph: Your closing paragraph should be a call to action.  Provide
someone with a solution they can give to your issues.  Ask for the sale or the job.  Sum
up the problem.
8. Say Thank You: Even in the worst situations, it is common courtesy to thank
someone for reading your letter.  If you are asking for something in particular, consider
this phrase: “Thank you for consideration.”’
9. Close: Choose from an assortment of closing, such as “Sincerely” or“Very truly
yours”.   Go down three spaces and type your name.  Under your name, you may place
your title, if appropriate.
10. Enclosure and copies: In years past, letters were typed on typewriters, with carbon
paper in between pages.  A cc: on a letter indicates a copy of the correspondence was
issued to someone else.  Even without carbon paper, there should be this notation to
indicate copies were sent to other parties.  Also, identify any enclosures to the letter, so
the recipient is aware of their existence.

BUSINESS LETTER AND FORMS:

BUSINESS LETTER:

Meaning of Business Letter:

Business people have to communicate with the customers, the suppliers, the debtors, the
creditors, the public authorities and the public at large as well as among themselves for the
purpose of exchanging their views and of sending and receiving information. This is required
to initiate, carry out and to conclude transactions.

Communication can be in two ways:

(1) Oral:
Either face to face or with the help of various machines and

(2) Written:

By writing letters. This written communication is otherwise called correspondence. The word
correspondence has a sense of ‘similarity’ and ‘association’ in it. To correspond means to be
in conformity or agreement with something or somebody.

Correspondence or written communication may take place between any two persons or
parties. Commercial correspondence means correspondence by the business people on
matters of commerce.

The word correspondence has a sense of plurality. It means letters or a pair of letters
consisting of an original letter followed by a reply. ‘A’ letter has little value. The
communication is complete when a letter is replied or an action is taken in response to a
letter.

Importance of Business Letter:

Businessmen must establish contact with the people and then only they can develop their
organizations. Importance of communication is very great in business life (Ref. 3.44). There
was a time when the size of business was normally small and varied means of communication
were not available, direct meetings or face-to-face communication was practised by the
businessmen. Later on, the policy of sending representatives for direct contacts was
introduced. All these methods have their limitations.

The importance of business letters as the cheapest and most extensive form of
communication was first realized in USA and UK and now this method has been accepted as
the best method of communication all over the world. This has been possible with the
introduction of ever growing postal services. In the meantime standardization of the form and
the style of business letters have made them more popular and acceptable by all.

The commercial correspondence has a language of its own which is markedly different from
personal letters. Day by day improvements are being made in the form and the style of
business letters making them more impressive, meaningful and compact.
A large number of books on the subject are available in the market in the aid of the business
world. Invention of different machines for the purpose makes business letters fast in
production and in distribution.

It does not mean, however, that other means of communication have been abandoned.

Advantages of Business Letter:

Communication through letters occupies the largest share in the total volume of
communication because of the following advantages:
(1) Letters are less costly than other means of communication.

(2) Letters can be sent to long distant places by post within a short time. Of course, letters
may be sent by messengers within neighboring areas.

(3) Letters are drafted after proper thinking and planning and so the subject matter can be
presented in a systematic and logical way.

(4) The ideas conveyed in letters are clear and free from ambiguity.

(5) The size of a letter may be big or small as required.

(6) Letters simultaneously provide evidence and exact copies can be retained.

(7) Same communication may-be made to a number of persons at a time, through duplicating
or printing.

(8) Many unpleasant and delicate matters which cannot be spoken face to face or through
mechanical devices can be written in letters in a discreet language.

(9) Letters are suitable for all types of communication.

(10) There is standardization in form and style readily acceptable by the business world. Even
internationally accepted code language is used.

BUSINESS LETTER FORMS:

Sales Letters

Typical sales letters start off with a very strong statement to capture the interest of the reader.
Since the purpose is to get the reader to do something, these letters include strong calls to
action, detail the benefit to the reader of taking the action and include information to help the
reader to act, such as including a telephone number or website link.

Order Letters

Order letters are sent by consumers or businesses to a manufacturer, retailer or wholesaler to

order goods or services. These letters must contain specific information such as model
number, name of the product, the quantity desired and expected price. Payment is sometimes
included with the letter.

Complaint Letters

The words and tone you choose to use in a letter complaining to a business may be the
deciding factor on whether your complaint is satisfied. Be direct but tactful and always use a
professional tone if you want the company to listen to you.

Adjustment Letters

An adjustment letter is normally sent in response to a claim or complaint. If the adjustment is

in the customer’s favor, begin the letter with that news. If not, keep your tone factual and let
the customer know that you understand the complaint.

Inquiry Letters

Inquiry letters ask a question or elicit information from the recipient. When composing this
type of letter, keep it clear and succinct and list exactly what information you need. Be sure
to include your contact information so that it is easy for the reader to respond.

Follow-Up Letter

Follow-up letters are usually sent after some type of initial communication. This could be a
sales department thanking a customer for an order, a businessman reviewing the outcome of a
meeting or a job seeker inquiring about the status of his application. In many cases, these
letters are a combination thank-you note and sales letter.
Letters of Recommendation

Prospective employers often ask job applicants for letters of recommendation before they hire
them. This type of letter is usually from a previous employer or professor, and it describes the
sender’s relationship with and opinion of the job seeker.

Acknowledgment Letters

Acknowledgment letters act as simple receipts. Businesses send them to let others know that
they have received a prior communication, but action may or may not have taken place.

Cover Letter

Cover letters usually accompany a package, report or other merchandise. They are used to
describe what is enclosed, why it is being sent and what the recipient should do with it, if
there is any action that needs to be taken. These types of letters are generally very short and
succinct.

Letters of Resignation

When an employee plans to leave his job, a letter of resignation is usually sent to his
immediate manager giving him notice and letting him know when the last day of employment
will be. In many cases, the employee also will detail his reason for leaving the company.

MEETING:

In a meeting, two or more people come together to discuss one or more topics, often in a

formal setting.

A meeting is a gathering of two or more people that has been convenedfor the purpose of
achieving a common goal through verbal interaction, such as sharing information or reaching
agreement.

Meetings may occur face-to-face or virtually, as mediated by communications technology,

such as a telephone conference call, a skyped conference call or a videoconference.

An agenda is a list of meeting activities in the order in which they are to be taken up,
beginning with the call to order and ending with adjournment. It usually includes one or more
specific items of business to be acted upon. It may, but is not required to, include specific
times for one or more activities. An agenda may also be called a docket, schedule,
or calendar. It may also contain a listing of an order of business.

The six general types of meetings:

 Status Update Meetings

 Information Sharing Meetings
 Decision Making Meetings
 Problem Solving Meetings
 Innovation Meetings
 Team Building Meetings

1. Status update meetingsis one of the most common meeting types. This category includes
regular team and project meetings, where the primary goal is to align the team via updates on
progress, challenges, and next steps. Commonly found group activities in these kinds of
meetings are problem solving, decision making, prioritization, and task assignment.

2. Information sharing meetings:Presentations, panel debates, keynotes, and lectures are all

examples of information sharing meetings. The primary goal of these meeting is for the
speakers to share information with the attendees. This could be information about things
like upcoming changes, new products and techniques, or in depth knowledge of a domain.
Visual communication tools, like slides and videos, are powerful tools for making the shared
information more memorable.

3. Decision Making Meetings: The vast majority of business decisions are made by groups
in meetings. While small decisions are made in all kinds of meetings, the more important
decisions often get their own dedicated meetings. There are different types of group decision
making processes, and care should be taken to choose a process that best matches the
situation. A decision making process can include group processes like information gathering
and sharing, brainstormingsolutions, evaluating options, ranking preferences, and voting.

4. Problem solving meetings are perhaps the most complex and varied type of meetings.
Whether the meeting is addressing an identified problem, or it is focusing on creating
strategies and plans to navigate the future, there are rich arsenals of group processes that can
be used. Scopes and priorities need to be defined, opportunities and threats need to be
identified, and possible solutions should be brainstormed, evaluated, and agreed upon.

5. Innovation meetings and creative meetings often start with thinking outside the box,
by brainstorming, associating, and sharing ideas in a broad scope. Meeting participants can
then use various techniques and processes to reduce the diverse pool of ideas to a more
focused short list. Through ranking, evaluations, and decision making the most suitable idea,
or ideas, are identified, and recommendations and tasks can be assigned based on this.

6. Team Building Teams: All meetings should contribute to team building, strengthening
relationships and corporate culture. However, now and then team building activitiesshould be
the main focus for a meeting. This category includes meetings like include all-hands
meetings, kick-off meetings, team building outings, and corporate events. Have participants
feel like essential parts of their unit, team, department, branch, and company has all kinds of
positive impact on their engagement, performance, and satisfaction.

Telephone Communication:

According to Graham Williams of Centre-ing Services, communication by telephone will be

reduced to 5 percent of all business communications by 2015. Businesses have other options,
such as digital communication through email, texting and social media. Telephone
communication may be slower than its new-media counterparts, but it still has benefits in an
increasingly impersonal world. The telephone call, which connects a caller with a human
voice, is still an important business component.

Personal and Immediate

Short of talking with someone face-to-face, a phone call is the best way to get a personal
response. If the person you called is available, you can take care of business on the spot. With
other forms of communication, such as texting or email, you leave a message and hope for a
quick response. Phone calls have a vocal backup in the form of voice mail. The caller can
leave a detailed voice message, without the restriction of a certain number of characters or
typing a text message on a tiny cell-phone keypad.
Effective

Dr. Albert Mehrabian’s 1967 study, “Inference of Attitudes from Nonverbal Communication
in Two Channels,” named three components of effective communications: body language
accounts for 55 percent, voice tone for 38 percent and spoken words for 7 percent. On the
telephone, voice tone give dimension and emotion to words, increasing the effectiveness of
the communication. Certain body language, such as smiling and standing while talking, may
come through in the conversation. Texting and emails are simply words open to interpretation
by the receiver, without the benefit of voice tone or body language.

Interactive

Teleconferencing calls bring people together from all over the organization at a fraction of
the cost of travel and meeting facilities. Attendees can phone in using a toll-free number and
access code to join a virtual conference room where members can interact with the moderator
and other members. Conference calls can be used in conjunction with video conferencing to
view presentations, ask questions via the Internet and discuss answers with all attendees.

Confidential

Some communications, such as condolences, disciplinary issues, sensitive and confidential

issues, should be handled with a personal phone call. Taking the time to make a phone call
carries more weight than an impersonal text or email. Without the opportunity for two-way
communication, sensitive issues may be misinterpreted. Text messages and emails become
legal documents and can be retrieved as evidence long after deletion. Some businesses
monitor and record phone conversations between employees and customers for training
purposes. Deleted voice-mail messages may not be retrieved and do not leave a record of the
conversation.

Safe

Making phone calls while driving may be hazardous, but Bluetooth technology makes hands-
free dialing and conversation safe – freeing up travel time to provide availability for busin

No matter what your small business does, voice communication is a critical element of
success. Your employees need a secure way to communicate with customers, contact
prospective clients and conduct business. Installing a dedicated telephone system or PBX in
your business can provide a number of important competitive advantages for your firm.
Shared Resources

One of the most important advantages of using a dedicated telephone system for your small
business is that all of the workers in the office will be able to share the same voice resources.
A telephone system in place allows workers to transfer calls to one another, and that ability
alone can make the business run more smoothly. Just imagine how time-consuming it is to
have a worker from one part of the office go to another desk to answer a simple phone call vs.
the ease of transferring a call directly to the person who can answer the question or solve the
problem.

Lower Costs

As a small business owner, communication costs are probably a big part of your budget.
Moving away from individual phones and phone numbers, and toward an integrated
telephone system can trim your costs and simplify the processing of monthly telephone
invoices. Installing a telephone system will also make it easier to review your monthly
charges and identify any problematic calling patterns, such as an employee making
unauthorized personal calls on company time.

Easy Expansion

Once the telephone system is in place, it will be relatively easy to scale it up as your company
grows. Starting with a small dedicated phone system that fits your needs is a good way to
control costs during the critical start-up phase. Then as your business grows you can move to
a larger system that can accommodate additional employees and newer features.

Advanced Features

When your business installs its own telephone system, you can gain access to valuable extras
that make it easier to manage your business and keep track of important meetings and clients.
Most modern telephone systems include features that include voicemail, caller ID and
automatic call forwarding. Those features can be very valuable to the small business.

USE OF TECHNOLOGY IN BUSINESS COMMUNICATION:

Communication is a very essential in business development. Communication involves the

flow of information among business partners, consumers, distributors and employees. A
business will use technology to speed up communication or information flow among these
parties. Technology presents businesses with various communication tools which include
email , visual communication ”share point” , mobile phones, internet , just to mention but a
few. It is up to the business owners to know how to utilize these technologies and improve
their performance.  Below listed are some of the uses of technology in business
communication.

 Integration of Technological communication tools:  Technology creates an

environment where data, internet protocol and voice networks can be combined to
simplify business communication. With a well-executed plan, a business can save
money and increase on its rate of production. If a business plans and manages its
communication technology well, it can gain competitive advantage in the market
which will result into business growth. For example, a business owner can use video
conferencing technology to hold a meeting with their employees. This will save them
time as they do more other beneficial roles which can result into business growth.
Also business managers can use technology to monitor and assign tasks to employees
using electronic mails. This is good proof that technology in business communication
can result into increased production.

 Strengthen of customer relationship: With the use of communication technology,

your customers will have more than one channel to contact you and voice out their
concerns as regards to your service of products.  For example. A business can set up a
website for its services, through this website; customers can contact the business
using the contact system on the website.  On most service based websites, they
include ‘’Send us feedback’’ option, which allows customers suggest areas of
improvement in a service. This communication and exchange of ideas helps the
business structure their service basing on customer’s needs.
 Effective and reduces costs: A business does not need to spend too much money on
communication. Within the business, they can create a centralized data center which
helps employees query and get information on time, yet employees can also use email
or instant messaging service to communicate, this makes the flow of information
easier which helps in decision making.
 Set-up a Network. Now days many businesses have cut costs by creating information
sharing networks at the workplace. Creating an information sharing network saves
time and money. In this case the business doesn’t have to buy individual
communication equipment’s for each employee.  At work, employees can share some
 of these technological tools to accomplish certain tools. For example, when setting up
a network in a workplace, employees can have one data center where they save and
retrieve all data, the same network can allow them to print and fax documents using
on shared fax or printing machine.

REPORT WRITING:

A report can be defined as a testimonial or account of some happening. It is purely based

on observation and analysis. A report gives an explanation of any circumstance. In today’s
corporate world, reports play a crucial role. They are a strong base for planning and control in
an organization, i.e., reports give information which can be utilized by the management team
in an organization for making plans and for solving complex issues in the organization.

A report discusses a particular problem in detail. It brings significant and reliable information
to the limelight of top management in an organization. Hence, on the basis of such
information, the management can make strong decisions. Reports are required for judging the
performances of various departments in an organization.

An effective report can be written going through the following steps-

1. Determine the objective of the report, i.e., identify the problem.

2. Collect the required material (facts) for the report.
3. Study and examine the facts gathered.
4. Plan the facts for the report.
5. Prepare an outline for the report, i.e., draft the report.
6. Edit the drafted report.
7. Distribute the draft report to the advisory team and ask for feedback and
recommendations.

Significance /Importance of Report writing:

1. Decision Making Tool: Today’s complex business organizations require thousands

of information.  Reports provide the required information a large number of
important decisions in business or any other area are taken on the basis of information
presented in the reports. This is one of the great importances of report.
2. Investigation: Whenever there is any problem, a committee or commission or study
group investigates the problem to find out the reason behind the problem and present
the findings with or without the recommendation in the form of a report. It is another
importance of report.
3. Evaluation: Large scale organizations are engaged in multidimensional activities. It
is not possible for a single top executive to keep personal watch on what others are
doing. So, the executive depends on reports to evaluate the performance of various
departments or units.
4. Quick Location: There is no denying the fact that business executives need
information for quick decision-making. As top executives are found to be busy for
various purposes), they need vital sources of information. Such sources can be
business reports.
5. Development of skill: Report writing skill develops the power of designing,
organization coordination, judgment and communication.
6. Neutral presentation of facts: Facts are required to be presented in a neutral way;
such presentation is ensured through a report as it investigates, explains and evaluates
any fact independently.
7. Professional Advancement: Report also plays a major role in professional
achievement. For promotion to the rank and file position, satisfactory job performance
is enough to help a person. But for promotion to high level position, intellectual
ability is highly required. Such ability can be expressed through the report submitted
to higher authority.
8. Proper Control: Whether activities are happening according to plan or not is
expressed through a report. So, controlling activities are implemented based on the
information of a report.
9. A managerial Tool: Various reports make activities easy for the managers. For
planning, organizing, coordinating, motivating and controlling, manager needs help
from a report which acts as a source of information.
10. Encountering Advance and Complex Situation: In a large business organization,
there is always some sort of labor problems which may bring complex situations. To
tackle that situation, managers take the help of a report.
The essentials/ of good/effective report writing are as follows-

1. Know your objective, i.e., be focused.

2. Analyze the niche audience, i.e., make an analysis of the target audience, the purpose
for which audience requires the report, kind of data audience is looking for in the
report, the implications of report reading, etc.
3. Decide the length of report.
4. Disclose correct and true information in a report.
5. Discuss all sides of the problem reasonably and impartially. Include all relevant facts
in a report.
6. Concentrate on the report structure and matter. Pre-decide the report writing style.
Use vivid structure of sentences.
7. The report should be neatly presented and should be carefully documented.
8. Highlight and recap the main message in a report.
9. Encourage feedback on the report from the critics. The feedback, if negative, might be
useful if properly supported with reasons by the critics. The report can be modified
based on such feedback.
10. Use graphs, pie-charts, etc to show the numerical data records over years.
11. Decide on the margins on a report. Ideally, the top and the side margins should be the
same (minimum 1 inch broad), but the lower/bottom margins can be one and a half
times as broad as others.
12. Attempt to generate reader’s interest by making appropriate paragraphs, giving bold
headings for each paragraph, using bullets wherever required, etc.

STRUCTURE OF THE REPORT:

In business, the information provided in reports needs to be easy to find, and written in such a
way that the client can understand it. This is one reason why reports are divided into sections
clearly labeled with headings and sub-headings. Technical information which would clutter
the body of the report is placed in the appendix.

The structure of a report and the purpose and contents of each section is shown below.

1. Title Page: It contains report title, name of the concerned person and submission date of
the report.
2. Executive Summary:The executive summary provides the reader with an overview of the
report’s essential information. The executive summary should briefly outline the subject
matter, the background problem, and the scope of the investigation, the method of analysis,
the important findings arguments and important issues raised in the discussion, the
conclusion and recommendations. 

3. Table of Contents:In a report longer than several pages a table of contents should be
included as it assists the reader to locate information quickly. It also gives the reader a
schematic overview of the structure and contents of the report. 
A table of contents should include all section headings and subheadings. The table of
contents should be on its own page.

As well as a table of contents, you may wish to include:

List of Figures (optional, separate page)

This list is used mainly for reports containing numerous figures. It includes the figure
number, caption and page number, ordered as they appear in the text.

List of Tables (optional, separate page)

This list is used mainly for reports containing numerous tables. It includes the table number,
caption and page number, ordered as they appear in the text.

List of appendices (optional, separate page)

This list is used mainly for reports containing numerous appendices. It includes the appendix
letter (each separate appendix should be lettered i.e. Appendix A, Appendix B, etc.), its title
and page number, ordered as they appear at the end of the report.

4. Introduction: The introduction presents:

 the background to the issue (i.e. why was the report commissioned),
 the objective or purpose of the report
 a definition of the research problem/topic
 a definition of the report’s terms of reference (the what, where, and when of the
research problem/ topic)
 an outline of the report’s structure
 an overview of the report’s sections and their relationship to the research problem
  an outline and justification of the scope of the report (the boundaries the report is
working within)
 a description of the range of sources used (i.e. personal investigation, interviews,
statistics and questionnaires)
 acknowledgment of any valuable assistance received in the preparation of the report

5. Body of the Report:The body section expands and develops the material in a logical and
coherent manner, reflecting the structure outlined in the Introduction. It contains a description
of the findings and a discussion of them. It should also relate the findings to any theory of
relevance. This section is usually the longest part of the report. The material must be
presented logically. 

6. Conclusion: The conclusion summarizes the major inferences that can be drawn from the
information presented in the report. The conclusion/s presented in a report must be related to,
resulting from and justified by the material which appears in the report.

This section also may include:

 reference to original aim(s) and objective(s) of report,

 application(s) of results,

 limitations and advantages of the findings,

 objective opinion, evaluation or judgment of the evidence.

7. Reference:It is essential to include a reference list or bibliography of the reference

material you consulted during your research for the report. A bibliography is a list of all the
reference material you consulted during your research for the report while a reference list is
a list of all the references cited in the text of your report, listed in alphabetical order at the end
of the report.

8. Appendices: Information that is not essential to explain your findings, but that supports
your analysis (especially repetitive or lengthy information), validates your conclusions or
pursues a related point should be placed in an appendix (plural appendices). 
Reports are written for different purposes. They therefore contain different information and
structures, including headings and subheadings, and these form the outline of the report. The
table below shows the sections commonly found in these types of reports.

Short report Science report Business report

 Title page  Title page  Title page

 Introduction  Introduction  Executive summary
 Discussion  Method & materials  Table of contents
 Recommendations  Results  Introduction
 References  Discussion  Discussion
 Conclusion  Conclusion
 Appendices  Recommendations
 References  Appendices
 References
Engineering report Research report  

 Title page  Title page

 Executive summary Executive summary
(optional)  Introduction
 Introduction  Method /
 Objectives methodology
 Analysis  Results / findings
 Discussion  Discussion
 Recommendations  Conclusions
& action plan  Recommendations
 Conclusion  Appendices
 Appendices  Bibliography
 References
FORMAL AND INFORMAL REPORT:

Informal report and a formal report are two major forms of report classification based on the
length and formality of the report. There are certain major difference between formal and
informal reports.

1.Formal Reports:

If writing a report for upper management or for another organization, need a formal report.
Formal reports are also used for research papers in higher education. They are impersonal,
rarely using personal pronouns and contractions. Formal reports are longer and well-
researched. Summaries are located on separate pages and usually have more than one
heading. Formal reports also may be preceded by a proposal. Include a contents page if your
report is more than five pages long. A cover letter or memo may be required.

Formal Structure:

Include a cover page that is resembles a book cover. The abstract briefly summarizes the
issue, the process of research and final conclusions in one page or less. The title page will
cover the title of the report, the person who compiled the report, the publisher and submittal
date. Summarize the initial thesis or the purpose of the study, and include all the details that
are necessary for your audience to completely understand the question. Include a table of
contents and a list of tables and figures. The body of the report will include an introduction,
overview of the research and final conclusions and recommendations. End of report with
acknowledgements, a list of references where located the research and any appendices.

2. Informal Reports

Informal reports are typically for internal use and can go to other members of the department
and department heads. They also may circulate throughout the company. Although the report
may be several sections long, it is typically much shorter than a formal report. These reports
use personal pronouns and contractions, and no contents page is included. Informal reports
can be formatted like a memo.

Informal Structure:

The introduction and conclusion are included in the body of the report, and there is no
abstract. Include very short headings, if necessary. In the introduction, briefly state the issue,
what research has done and the final conclusion. State the facts and do not embellish the
 details, but make sure the report is understandable. The report text will be justified with a 10-
to 12-point font. Include recommendations, and be positive about the expectations.

PROPOSALS:

A business proposal is a written offer from a seller to a prospective buyer. Business

proposals are often a key step in the complex sales process—i.e., whenever a buyer considers
more than price in a purchase.

A proposal puts the buyer's requirements in a context that favors the seller's products and
services, and educates the buyer about the capabilities of the seller in satisfying their needs.

The Purpose of a business proposal is a written document sent to a prospective client in

order to obtain a specific job. Proposals may be solicited or unsolicited. A client may simply
request a proposal on a project in the course of a sales call by saying: "You know, that
sounds interesting.

 Pre-Proposal, Preliminary Proposal or White Paper:

 Formal Proposal

 Unsolicited Proposal

 Solicited Proposal.

 Continuation or Non-Competing Proposals.

 Renewal or Competing Proposals.

 Supplemental Proposal.

Components of Business Proposal:

 Executive summary. An executive summary is a one- or two-page summary of the

entire business plan.

 Business description.

 Products and services.

 Sales and marketing.

 Operations.

 Management team.
  Development.

 Financial summary.

Part 2 Writing Your Own Proposal

1. Start with a firm introduction. This should start out with a hook.
2. State the problem. After the introduction, you'll get into the body, the meat of your
work.
3. Propose solutions.
4. Include a schedule and budget.
5. Wrap up with a conclusion.
6. Edit your work.
7. Proofread your work.
 UNIT-V PRESENTATION SKILLS

PRESENTATION

A presentation is a means of communication which can be adapted to various speaking

situations, such as talking to a group, addressing a meeting or briefing a team. To
be effective, step-by-step preparation and the method and means of presenting the
information should be carefully considered.

Presentation skills are the skills you need in delivering effective and engaging

presentations to a variety of audiences. These skills cover a variety of areas such as the
structure of your presentation, the design of your slides, the tone of your voice and the body
language you convey.

Good Presentation Skills:

 Practice and Rehearsal.

 Transform Nervous Energy Into Enthusiasm.

 Attend Other Presentations.

 Arrive Early.

 Adjust to Your Surroundings.

 Meet and Greet.

 Use Positive Visualization.

 Remember That Most Audiences Are Sympathetic.

 Make use of the body language.

Techniques of Presentation:

1. Use visual aids

Using pictures in your presentations instead of words can double the chances of meeting your
objectives.
2. Keep it short and sweet

There is an old adage that said – “No one ever complained of a presentation being too short.”
Nothing kills a presentation more than going on too long.

There are some college professors who will penalize a short presentation (most lecturers see
no problem in droning on), but for most people a shorter presentation is better. Keep your
presentation to less than 22 minutes if you can.

3. Use the rule of three

A simple technique is that people tend to only remember three things. Work out what the
three messages that you want your audience to take away and structure your presentation
around them. Use a maximum of three points on a slide.

4. Rehearse

Practice makes for perfect performance. Many experts say that rehearsal is the biggest single
thing that you can do to improve your performance. Perform your presentation out loud at
least four times. One of these should be in front of a real scary audience. Family, friends or
colleagues. Even the dog is better than nothing.

5. Tell stories

All presentations are a type of theatre. Tell stories and anecdotes to help illustrate points. It
all helps to make your presentation more effective and memorable.

6. Lose the bullet points – don’t put your speaker notes up on the screen

Bullet points are the kiss of death for most presentations. Most people use bullet points as a
form of speaker notes. To make your presentation more effective put your speaker notes in
your notes and not up on the screen.

7. Video yourself

Set up a video camera and video yourself presenting. You will see all sorts of mistakes that
you are making, from how you are standing, if you are jangling keys, to how well your
presentation is structured.
8. Know what slide is coming next

You should always know when presenting which slide is coming up next. It sounds very
powerful when you say “On the next slide [Click] you will see…”, rather than than a period
of confusion when the next slide appears.

9. Have a back-up plan

Murphy’s Law normally applies during a presentation. Technology not working, power cuts,
projector blowing a bulb, spilling coffee on your front, not enough power leads, no
loudspeakers, presentation displays strangely on the laptop – all of these are things that have
happened in presentations that I have given.

Have a back-up plan. Take with you the following items – a printed out set of slides – (you
can hold these up to the audience if you need to), a CD or data stick of your presentation, a
laptop with your slides on it. Just in case it goes wrong.

10. Check out the presentation room

Arrive early and check out the presentation room. If you can make sure that you see your
slides loaded onto the PC and working on the screen. Work out where you will need to stand.

Types of Presentations:

1. INFORMATIVE • These presentations are brief and to the point. They generally stick to
the facts and avoid complicated information. • Usually used to describe facts – usually best
for other experts. • Organized from most important topic to least. Best for breaking big
information down into small. • Examples include university lectures, school classes, and
research results.

2. INSTRUCTIONAL • These presentations give specific directions or orders. It is designed

to teach something completely new to the audience. • Very thorough, and usually takes a long
time. • All the theory and knowledge from the basic steps to checking the audience
understands. • Examples include tutorial classes, safety demonstrations, and instructional
videos.

3. AROUSING • A presentation designed to make the audience consider the topic or

discussion. To rouse interest and emotions to make audience receptive. • Usually involves a
lot of powerful language and enthusiastic discussion. • Often uses stories or real-life
examples of the topic to rouse interest. • Can describe a solution to a problem – and gain
audience’s approval. • Examples include a debate, church sermon, or motivational speech
(“pep talk”).

4. PERSUASIVE • To make listeners accept and agree with the presenter’s proposal. • Very
persuasive, usually showing supporting facts and advantages to reinforce credibility. • Often
highly emotional – it helps to gather support and approval. • Presents problem, the presenter’s
solution, and all the reasons behind it for agreement. • Example includes political debates,
business proposals.

5. DECISION-MAKING • A presentation designed to convince listeners to act on the

presenter’s proposal – usually by giving evidence and pointing out what can happen if this is
not done. • Can include a description of a problem that the audience/society/certain people
face and examples. • Presenters often compare the two predictions about what will happen if
the listeners do or don’t do what they suggest. • Example includes business meetings, bank
promotions, and law discussion in the government.

Interview:

The word interview comes from Latin and middle French words meaning to “see between”
or “see each other”. Generally, an interview means a private meeting between people where
questions are asked and answered. The person who answers the questions of an interview is
called in the interviewer. The person who asks the questions of our interview is called an
interviewer. It suggests a meeting between two persons for the purpose of getting a view of
each other or for knowing each other. When we normally think of an interview, we think a
setting in which an employer tries to size up an applicant for a job.

In common parlance, the word "interview" refers to a one-on-one conversation with one
person acting in the role of the interviewer and the other in the role of the interviewee. The
interviewer asks questions, the interviewee responds, with participants taking turns talking.
Interviews usually involve a transfer of information from interviewee to interviewer, which is
usually the primary purpose of the interview, although information transfers can happen in
both directions simultaneously. One can contrast an interview which involves bi-
directional communication with a one-way flow of information, such as a speech or oration.

According to Gary Dessler, “An interview is a procedure designed to obtain information

from a person’s oral response to oral inquiries.”

According to Thill and Bovee, “An interview is any planed conversation with a specific
purpose involving two or more people”.

According to Dr. S. M. Amunuzzaman, “Interview is a very systematic method by which a

person enters deeply into the life of even a stranger and can bring out needed information and
data for the research purpose.”

Types of interviews

There are many types of interviews that an organization can arrange. It depends on the
objectives of taking the interview. Some important types of interviews are stated below:

1. Personal interviews: Personal interviews include:

 Selection of the employees
 Promotion of the employees
 Retirement and resignation of the employees
Of course, this type of interview is designed to obtain information through discussion
and observation about how well the interviewer will perform on the job.

Evaluation interviews: The interviews which take place annually to review the progress of
the interviewee are called the evaluation interviews. Naturally, it is occurring between
superiors and subordinates. The main objective of this interview is to find out the strengths
and weaknesses of the employees.
Persuasive interviews: This type of interview is designed to sell someone a product or an
idea. When a sales representative talk with a target buyer, persuasion takes the form of
convincing the target that the product or idea meets a need.
Structured interviews: Structured interviews tend to follow formal procedures; the
interviewer follows a predetermined agenda or questions.
Unstructured interviews: When the interview does not follow the formal rules or
procedures. It is called an unstructured interview. The discussion will probably be free-
flowing and may shift rapidly form on subject to another depending on the interests of the
interviewee and the interviewer.
Counseling interviews: This may be held to find out what has been troubling the workers
and why someone has not been working.
Disciplinary interviews: Disciplinary interviews are occurring when an employee has been
accused of breaching the organization’s rules and procedures.
Stress interviews: It is designed to place the interviewee in a stress situation in order to
observe the interviewees reaction.
Public interviews: These include political parties’ radio-television and newspaper.
Informal or conversational interview: In the conversational interview, no predetermined
questions are asked, in order to remain as open and adaptable a possible to the interviewee’s
nature and priorities; during the interview the interviewer “goes with the flow”.
General interview guide approach: The guide approach is intended to ensure that the same
general areas of information are collected from each interviewee this provides more focus
than the conversational approach but still allows a degree of freedom and adaptability in
getting the information from the interviewee.
Standardized or open-ended interview: Here the same open-ended questions are asked to
all interviewees; this approach facilitates faster interviews faster interviews that can be more
easily analyzed and compared.
Closed or fixed-response interview: It is an interview where all interviewers ask the same
questions and asked to choose answers from among the same set of alternatives. This format
is useful for those not practiced in interviewing.

Formal and Informal Interviews:

Formal interviews are the first type of interviews and also the traditional ones. Informal
interviews are also conducted with the same intention. However, the interviewee is given
proper space to unwrap himself. While in formal interviews one looks for technical
knowledge and conceptual understanding of a subject matter, in informal interviews , look to
understand a person’s attitude, business acumen, and communication style.
Both formats are efficient in their own way and in different scenarios. As a result, more and
more companies are moving towards a blend of both type of interviews to ensure good hires
and proficient staff.

Level of management
The level of management you are hiring for –junior, middle, or senior – will decide which
format of interview to conduct. The answer to this is pretty obvious.  For junior level hires,
you will consider a pure technical and formal interview.  You would want to know what and
how much the candidate knows and whether it is enough for the position in question.

For middle level hires, you may choose a mix of formal and informal interview styles to
understand the candidate better. Usually, for middle level management the candidates have a
decent amount of experience. To know whether or not their experience is relevant or not, you
will have to go for an informal conversation.

For senior level hires, only informal conversations happen. Senior level means CEO level
hires. The sheer experience they carry vouches for their technical knowledge.

Department

The department for which the candidate has applied also decides what form of interview
would be efficient. Creative, editorial, and design teams usually need people who can think
out of the box. They would better understand the candidate’s personality and suitability in
informal conversations. Hiring for technical roles like consulting, marketing, finance, etc.
need formal interviews.

Urgency of requirement
At times, when the hire is an urgent requirement, HRs go for informal interviews. The idea is
to quickly know the attitude of the candidate, their background, and whether they are willing
to learn and stay around.
Campus hires are typical examples of the other kind of requirement where you take a few
days and a few rounds of interviewing to decide who will be best for the given role. When the
time frame to hire is longer, the interview would be more formal and professional.
Referrals

Often when a candidate is referred by a CXO level person, an informal style of interview is
preferred. However, people applying to solicitations, online portals, campus and other
employee referrals need to go through rigorous interviews.

The size of the firm

The format of an interview is also dependent on the size of the firm. Small and medium sized
firms go for a mix of formal and informal. MNCs and large companies go for formal
interview formats.

It is essential to have different kinds of interviews in different scenarios to ensure good hires
and an efficient staff in the company. Judge the scenario you are in and design the interview
style. For mix interviews, have the proportion of each format clear in your head.

Interview Techniques:

Interview do's

 Dress appropriately. Extremes in fashion or very casual clothes should generally be

avoided. Look neat and clean.
 Be punctual. Make sure that you are 10 minutes early and if you are going to be
unavoidably detained ring and let them know.
 Express yourself and your views clearly.
 Bring a copy of all relevant documents, so you can refer to them if necessary.
 Listen carefully to the questions and answer clearly and thoughtfully.
 Make eye-contact. Remember to talk to the person (not the top right hand corner of
the room or at their shoes).
 Make sure you fully understand the question and query any point about which you
may be doubtful.
 If you are being interviewed by a panel, ensure that you direct your answer to the
person who asked the question, while still including the other interviewers by making
brief eye contact.
 Ask questions. Selection is a two way process. They select you, but you also select
them.
 Be aware of what your needs are, so as you can assess how well the company can
fulfill them.
 Be Confident. Remember that you applied for the position because you thought that
you could do it.
 Show enthusiasm for the company and the position.
 Remember that they already like you. Employers don't interview everyone. They only
interview those people who they think have the right skills and experience to succeed in
the position. Consequently, in the interview, you maintain and improve on the positive
image that you have already created.
 Make sure that you always present your skills in a positive light. Even when
describing your weaknesses you should always show them what you are doing to rectify
it.
 Make sure that you have an idea about where your want to be in the future and can
relate the future goals to your application for the present position. You must be able to
answer the question "Where do want to be in five years time?"

Interview don'ts

 Don't dress too casually or look untidy.

 Don't make derogatory remarks about past or present employers.
 Don't fidget or twitch, try to control other nervous mannerisms.
 Conversely, don't sit there like a statue. If you feel more comfortable talking with the
aid of your hands for emphasis, then use them, but try not to be too excessive in your
gestures.
 Don't interrupt the interviewer before they have finished asking you a question and
never finish their sentences for them.
 Don't Lie. If you have to lie about what you are like or your abilities in order to obtain
the job, you are likely to find yourself in a position that you don't really like and probably
one in which you will have problems fulfilling successfully.
 Don't worry if you answer one question badly. Treat each question individually.
Remember that if you mess up the second question but answer the next 15 brilliantly they
won't place much emphasis on the second question putting your poor answer down to
nerves. If however, you get so caught up in chastising yourself for making a mistake, you
 will continue to make mistakes, have more problems thinking about your answer and
finish feeling extremely anxious and knowing that you made a mess of the interview.
 Don't talk about salary, holidays or bonuses unless they bring them up.
 Don't answer questions with a simple "yes" or "no". Make sure that you explain your
reasoning fully.
 Don't wear too much perfume or aftershave.
 Don't smoke even if invited to do so.

Video Conferencing and Formats:

A video conference is a live, visual connection between two or more people residing in
separate locations for the purpose of communication. At its simplest, video conferencing
provides transmission of static images and text between two locations. At its most
sophisticated, it provides transmission of full-motion video images and high-quality audio
between multiple locations. Videoconferencing (or video conference) means to conduct
a conferencebetween two or more participants at different sites by using computer networks
to transmit audio and video data. For example, a point-to-point (two-person) video
conferencing system works much like a video telephone.

For businesses, the tangible benefits of video conferencing include lower travel costs --
especially for employee training and shortened project times as a result of improved
communications among team members.

The intangible benefits of video conferencing include more efficient meetings with the
exchange of non-verbal communications and a stronger sense of community among business
contacts, both within and between companies, as well as with customers. On a personal level,
the face-to-face connection adds non-verbal communication to the exchange and allows
participants to develop a stronger sense of familiarity with individuals they may never
actually meet in person.

Video Conferencing Components:

1. Camera:To capture & send video during video conferencing

2. Microphone:To capture & send audio during video conferencing.

 3. Speakers:To play the audio received during video conferencing.

4. TV/Monitor:To display the video received during video conferencing.

5. Codec - “COder-DECoder”(COmpressor- DECompressor )- makes the

audio/video data "small enough" to be practical for sending over expensive
network connections.
 A codec takes analog signals, compresses and digitizes them, and transmits the signals
over digital phonelines.

Videoconferencing Systems:

Dedicatedsystems

 Have all required components packaged into a single piece ofequipment.

 Usually a console with a high quality remote controlled videocamera.

Desktopsystems

 areadd-ons to normal PCs, transforming them into videoconferencingdevices.

Large group videoconferencing: non- portable, large, more expensive devicesused for
large rooms andauditoriums.

Smallgroupvideoconferencing: non portable or portable, smaller, less expensive

devices used for small meetingrooms.

Individual videoconferencing: usually portable devices, meant for single users, have fixed
cameras, microphones andloudspeakers integrated into theconsole.

Videoconferencing types:

Point-to-point

 A videoconference that connects twolocations.

 Each site sees and hears the other sites at alltimes

Multi-point
  Avideoconference that connects to morethan two sites through the use of a multi-point
controlunit (MCU) or videohub.

 Participants at all sites can hear one anotherat all times and see the site that is
currently speaking.

(Voice activated switching)

 This is a bridge that interconnects callsfrom severalsources.

Polycom is the market leader in endpoint voice and video communications.

Uses of Video Conferencing:

Video conferencing is used for a variety of purposes, including:

 Personal communication. Informal communication would normally use desk top

systems. More formal meetings with several participants at each site would probably
use dedicated studio settings.
 Collaborative work between researchers using shared applications
 Presentations
 Education. Teaching usually involves one to many connections. The student sites may
receive audio and video but only send audio.

Video Conferencing is very useful whenever there is a clear communication need, and the
benefits described by those using video conferencing systems include:

 Reduced travel costs

 Face to face rather than telephone meetings
 Better quality teaching
 Easier collaborative working

Communication Etiquette:

They are a set of:

• Rules

• Forms
 • Practicesestablished for behavior in the society or in professional life. They are rules
of good workplace manners.

Etiquette is required

 It is required for Career Success.

 It Builds leadership quality in one’s personality.
 It refines skills needed for exceptional service
 It enlightens one’s potential.
 It creates an impression.

There are many types of it these are some of them:-

 Social etiquettes
 business etiquettes
 phone etiquettes
 Email etiquettes
 Table etiquettes

Basic Manners:
 Be Polite: Remember when you are in a social situation it is important to always be
polite and respectful of other guests even if you vehemently disapprove of certain
comments or other individuals are not being polite.

 Ask Appropriate Questions: When you are socializing it is important to realize you
are not at a debate and shouldsteer away from questions that might cause one.

 Keep it Short: In social situations it is always important to understand the nature of

social etiquette conversation and keep conversations short and socialize with everyone
present.Remember, social etiquette conversation is pleasant and short.

 Eye Contact and Personal Space: Making eye contact and allowing individuals their
personal space is important in all conversations. This allows you to seem interested,
polite and respectful of the other individual which are all social requirements.

Most of us have no trouble talking, but many of us could use some help in effectively getting
our message across, especially when communicating in the workplace. First-rate leadership
embodies strong communication skills, as the successful exchange of information or ideas
is critical to any business.  
Clear communication builds engagement, harmony, and loyalty among coworkers. There are
plenty of obstacles that can hinder effective discussions and leave coworkers frustrated,
confused, or disengaged. Fortunately, most of the biggest hurdles can be corrected as you
fine-tune your emotional intelligence. 
These 7 tips will help you become a better communicator at work (and everywhere else). 

1. Focus on the other person. 

Even those who consider themselves master multitasks can't deny strong one to one
communication requires the eyes to show respect. If you are replying to text messages while
someone across the table is expecting your complete attention, your actions signal you are not
interested. We also miss important social cues when we don't give another person our full
attention.

Although you are perfectly capable of carrying on a thoughtful conversation, giving concise
feedback, and scanning your emails for important updates, you are best served to look
squarely in the eyes of your client or supervisor and give them your undivided attention. 

2. Listen. 

Workplace miscommunication comes with a cost in terms of lawsuits, low morale, and loss
of respect, misunderstandings, and poor customer service. Listening is perhaps the most
underrated communication tool at work (and in life). So often when someone else is
speaking, we are focusing on what we want to say next, instead of listening to what they are
attempting to tell us.
Break the habit by reframing what you just heard or don't understand, asking for clarification
if you have a question or concern. Use your body to your advantage by smiling, nodding
when appropriate, and facing the person who is speaking, shoulder to shoulder. Avoid
shaking your foot or fidgeting, which sends the message you are anxious for the conversation
to be over. 

3. Be concise. 

Be respectful of everyone's time by keeping your message brief, direct, and specific. We've
all been around people who tend to ramble, veering conversations off on random tangents, or
devoting excessive time to personal agendas.
Be mindful of starting (and ending) meetings when you say you will. The consideration will
be appreciated. 

4. Timing is everything. 

If you are working on deadline and a coworker pops into your office to talk about something
that's not urgent, ask if you can get back to them instead of trying to multitask or getting
annoyed: "This report is due shortly. Can I get back to you in about an hour?"

Likewise, people will be more receptive to your idea when they have an adequate window
available to process it. Set up a meeting that works for you both to discuss a project. Don't try
to talk about non-urgent matters with someone who is scrambling to prepare for a big client
presentation. 

5. Choose the right delivery. 

Decide the most appropriate method for the message and the recipient. Sometimes a face-to-
face discussion is necessary, other times a quick text works just as well. Certain information
is best delivered via email, which can be read at the recipient's convenience and not only
provides a written record but allows for more thought and careful choosing of words. 

6. Ask questions. 

Communication is a two-way street. Thoughtful, open-ended questions are the workhorses of

effective communication: they show your interest, invite others to contribute, identify and
clear up misconceptions, improve understanding, and spark new ideas. 

7. Use your words to your advantage. 

Your words have the power to forge connections, build your career, help others, and improve
your business. Avoid speaking in destructive ways, such as gossip, disparaging remarks, or
negative comments. That doesn't mean never disagreeing or expressing a concern, but doing
so in a way that is constructive. Keep an open mind and avoid personal attacks on character
or opinions.