COMMUNICATION SKILLS

Course Content

1. Meaning, importance and purpose of communication

2. Process of communication
3. Communication in organization, nature, function and scope
4. Management of written & oral communication
5. Barriers to effective communication
6. Report writing
7. Communication technology-office procedures and automation
 Communication

Meaning

Communication is a process of transferring information from one entity to another.

Communication processes are sign-mediated interactions between at least two agents that
share a repertoire of signs and semiotic rules.

Communication is defined as "the imparting or interchange of thoughts, opinions, or

information by speech, writing, or signs".

. The word ‘communication’ is originated from the latin word called ‘communis /
communicare’ which means make common, that means sharing of information, or
intelligence.

Communication is a process whereby information is enclosed in a package and is channeled

and imparted by a sender to a receiver via some medium. The receiver then decodes the
message and gives the sender a feedback. All forms of communication require a sender, a
message, and an intended recipient; however, the receiver need not be present or aware of the
sender's intent to communicate at the time of communication in order for the act of
communication to occur. Communication requires that all parties have an area of
communicative commonality. There are auditory means, such as speech, song, and tone of
voice, and there are nonverbal means, such as body language, sign language, paralanguage,
touch, eye contact, through media, i.e., pictures, graphics and sound, and writing.

Communication is thus a process by which meaning is assigned and conveyed in an attempt

to create shared understanding. This process requires a vast repertoire of skills in
interpersonal and interpersonal processing, listening, observing, speaking, questioning,
analyzing, and evaluating. It is through communication that collaboration and cooperation
occur.

IMPORTANCE AND PURPOSE OF COMMUNICATION

Nearly 80% of our work time goes in communicating. The entire world is moving on
communication. Our day starts with ‘communication’.

What is ‘communication’, sharing, exchanging ones feeling with others is called

communication. We have many acts like;
listening, reading, writing, speaking, facial expressions, movements, colours, gestures,
ideas, facts, information, opinions etc.

We express ourselves in many ways. Mainly in group of human beings communication is

essential, infact it is a ’must’ factor. Lets think what will happen to a family, a classroom, an
office or a church without ‘communication’. The main purpose of the situation is depending
upon the communication.

Communication creates and executes the situation under all the circumstances. Hence, the
communication is an ‘in thing’ in our day-to-day life. It is an important aspect of behaviour,
human communication is affected by all factors that influence human behaviour.

Business Communicaiton

Communication used to promote a product, service, or organization; relay information within the
business; or deal with legal and similar issues. It is also a means of relying between a supply
chain, for example the consumer and manufacturer.

Business Communication is known as "Communications." It encompasses a variety of topics,

including Marketing, Branding, Customer relations, Consumer behaviour, Advertising, Public
relations, Corporate communication, Community engagement, Research & Measurement,
Reputation management, Interpersonal communication, Employee engagement, Online
communication, and Event management. It is closely related to the fields of professional
communication and technical communication.

In business, the term communications encompasses various channels of communication,

including the Internet, Print , Radio, Television, Ambient media, Outdoor, and Word of mouth.

Business Communication can also refer to internal communication. A communications director

will typically manage internal communication and craft messages sent to employees. It is vital
that internal communications are managed properly because a poorly crafted or managed
message could foster distrust or hostility from employees.

Communication is the main integrated ingredient of the business. No business can grow without
proper communication channels. Communication helps the business to flourish. Communication
in any business should be very simple. Simplicity in communication channels would lead the
company to the success.

Business Communications is defined as the “process of transmission of information within the

business environment”.

In earlier times, it was thought communication finesse is required only for marketing and sales
personal. However, today, we know all the people irrespective of their occupation needed good
communication skills at all the levels and in all the time. If it comes to an organizational level,
we could make out or well imagine how their communicating power should be in dealing with
their entire public, those includes workers, managements, customers, bankers, suppliers etc.

Effective communication is useful for both organizations as well as for an individuals.

Importance in Business Communication
There are number of important advantages of business communication:

• Managing Complexity all around.

• Better understanding and cooperation can take place
• The big organization management
• There is more cohesion in the organization
• The image of the company increases
• Profitablility in creases
• Opportunities available in the market can be known easily
• Saves time
• The employee turn over will be less
• Customer interaction is better
• Dissemiation and collection of information is easier.

Objectives of communication:
Communication is an important tool or instrument to achieve the purpose and goals of an
institution.

1. Instruction
Instruction is information about how to carry out a process or procedure. Thought should be
communicated clearly for running any organization. Every piece of work requires an
instruction (communication).

2. Education & Training

Education is the development of the abilities of the mind. Training is practical education or
practice in some skill, under the guidance and supervision of an expert. Education and
training are both informative as well as persuasive. Both lead to discipline and development
through learning, and practice. Special communication skills are required to accomplish
these objectives.

3. Motivation
Motivation means providing a person with a motive , an incentive, an inner urge to make
effort to do his best. Managers constantly try to improve performance in the workplace by
motivating the staff.

4. Raising Morale
Morale is the state of mind and of discipline and spirit of a person or a group. In a work
place, it is reflected in the individual and collective actions of the employees; it reflects their
level of discipline and confidence. People with high morale feel good about themselves and
are highly motivated and have the courage to face problems and meet challenges.

5. Counseling
 Counseling is specialized form of advice. Stress, tension and some emotional problems can b
e sorted out, treated and corrected at the health counseling centre of the company.

6. Persuasion
Means making efforts to change or influence the attitudes and behavior of others. Persuasion
is achieved by skilful appeal to emotions. The style and tone of persuasive communication is
different from the style and tone of informative communication.

7. Appreciation
Showing and expressing praise for the work of others. Appreciation by managers and
supervisors when employees do good work and make achievements creates a good attitude
among the staff.

8. Representation
Representation is always in writing. An employee, who feels that he has not been given what
he deserves, for ex: a promotion, makes a representation. A group of persons may make a
representation too.

9. Complains
Complaint is made when there are faults or defects in the system or in the goods supplied or
services rendered , so that they may be corrected. A complaint may be oral or written .
Within an organization, minor complaints may be adjusted by oral communication. In
commercial transactions, it is necessary to make complaints in writing.

10. Discussion
Plans and projects require discussion and review, formal and informal meetings are held for
this purpose. Daily routine matters may be settled by informal discussion. Discussions
among persons of equal status have an educative value, and are used in training programs.

PROCESS OF COMMUNICATION

Sharing of ideas, feelings, concepts and emotions is called ‘Communication”. The science of
communication is as old as the man himself. From time immemorial, the need to communicate
or share is felt. Different vehicles/channels were identified and subsequently improved for the
purpose of transmission of ideas and concepts.

Definitions :
Below are some formal definitions:

“ Communication is an exchange of facts, ideas, opinions or emotions by two or more persons “.

By- W.H.Newman & C.F.Summer

“Communication is a process of Information and understanding for one person to another”. By-
Keith Davis
Attributes of Communication:

1. Communication is a dynamic process : The message grows and develops even if the same
people talk about the same things repeatedly. Every time anyone engages in
communication, they bring to it their moods, experiences, thoughts and feelings.
Unexpected responses and reactions occur. People change it in accordance with their own
attitudes and environment.
2. Communication is both an interaction and transaction : The two participants of the
communication process exchange ideas and information and influence each other in the
process. They also become aware of each other’s thoughts and opinions on the topic being
communicated.
3. Communication is a two-way process: Communication is complete only when the sender
gets a response from the receiver. We cannot say that communication is taken place when
we instruct someone, or talk to someone. It is when they follow the instructions or respond
to what we say, that the communication cycle is completed.
4. Communication is systematic and continuous: It goes on in a proper and orderly way
without stopping in some way or the other. Silence, body language and facial expressions
contribute to carrying on the continuous process. Feedback is used to improve a certain
process of production in the factory. The improved process can lead to further discussions
and requirements. Communication is a never-ending process. It will never stop.
5. Communication can be intentional or unintentional : It takes place whether we plan to do
it or it is done unconsciously. Very often we communicate what we had no intention of
saying. Many times we are not able to say what we want to. For example, a son fails in his
exam. His father tell him that it does not matter, but the tone of his voice and body language
can tell him that it DOES matter.

Communication process
 Communication is a continuous process. It is a five step process. Basically it is an activity
of passing the information between two, the sender and the receiver.
• The sender has an idea, the
• Idea becomes message
• The message is transmitted
• The receiver gets the message
• The receiver reacts and sends feedback.

The entire transmission constitutes the communication process or cycle.

The source or sender initiates the process of communication. The sender has to be clear
about the purpose of the communication.

The process of putting the idea into symbols is called encoding.

It requires the selection of suitable symbols those can represent the idea.

Selection of the medium depends on the various situations:

• Urgency of the message

• Finances available
• Effectiveness of the medium
• Availability of the medium
• The relationship between the two communicants
• Time available
• Knowledge of using the medium.

The receiver receives the message through the medium and decodes the symbols into
understandable information.
Decoding is the reverse of encoding. Feedback is the knowledge of the receiver’s response to
our communication.
In written communication feedback is slow. Where as in face-to-face communication feedback
is immediate.

In mass communication media like radio, TV, Newspapers, internet communication the feedback
is very slow and negligible, so delayed and almost non-existent. But since it is so important, the
special efforts through surveys are organized to collect from people. The result of the surveys
are useful to modify or improve the programs.
The important requirement for successfully getting feedback is the are of being a patient
listener.
COMMUNICATION IN ORGANISATION

There are two aspects of communication in organizations.

1. The development and maintenance of a communication pattern to ensure harmonious
relationship among the employees.
2. The use of technology to secure quicker and more effective flow of information.

Patterns of Communication in Organisation

An Organisation is a body of persons working for a well-defined common goal. To achieve it

each member of this body has to be in constant touch with each other. We can classify Business
communication into two areas:

Vertical Communication :

The vertical communication is both downward and upward. Here the interaction occurs between
the superiors and the subordinates. This communication is both upward and downward. The top
management keeps on sending some information to the employees and also devises ways of
eliciting information from them and thus the lines of communication kept open. The two way
movement is essential to keep the organization in healthy state.

Horizontal Communication :

The horizontal communication flows between the individuals of the same status and peer groups
informed of what others are doing and what others are doing and what is expected of them. The
commonality of interest towards the achievement of organizational goals sustains the flow.

Diagonal Communication:

The diagonal communication occurs between the departments of an organization. Unless there is
support/cooperation between the departments which are interdependent no organization can
function. For this purpose there should be effective communication between the departments of
an organization.

Communication performs a number of functions and plays a significant role in the running and
growth of an organization. We may classify these functions as follows:

Internal communication : The communication within the organization.

This happens
• to generate and disseminate information,
• to direct and instruct employees,
• to maintain and improve morale, and
• to cultivate a sense of belonging.
External Communication : The communication with the outside public. This includes both
government and private. This is an essential feature of all businesses. External communication
occurs
• to sell and obtain goods and services,
• to liaise with other organizations and
• to create goodwill.

It is obvious that conveying all the information to everybody would be a meaningless

exercise. For proper functioning of a communication system the following questions should
be asked and the answers constantly reviewed on the basis of reliable feedback:

(i) What information is to be conveyed?

(ii) Who requires it?
(iii) What should be its form?
(iv) What techniques of dissemination should be used?
(v) What technological aids should be used?

There is a network of communication within every organization. Such a network indicates

clearly the lines of communication. Generally there is no direct communication between the top
management and the employee at the lowest rung of hierarchy and vice versa. The longer the
distance , the greater are the chances of communication distortion or failure. Therefore an
efficient organization often provides for an informal contact outside the usual channels of
communication.

GRAPRVINE/INFORMAL COMMUNICATION
 Every organization has an informal communication channel: ‘a Grapevine’, this supplements the
official channel. The grapevine, often called the rumor mill, is perhaps the best-known informal
communication system. It is actually an inherent component of the internal, formal
communication system. When people talk casually during coffee breaks and lunch hours, the
focus usually shifts from topic to topic. As people go out of their work, they have casual
conversation with their friends in office.
Those friends can be from any department or may be occupying any hierarchical level in the
organization. Although some of the conversations relate to personal matters, business is also
discussed. In fact, 80% of the information that is discussed in the grapevine related to business.
In addition, employees rely on the grapevine as their main source of information.

In recent years, the importance of communication has greatly increased as a result of the growing
complexity in organizational and individual behavior under the impact of rapid industrialization
and modern technology. In rapid changing world of today it is clear that today’s communication
systems will not meet the demands of tomorrow. So there is a need for constant review and
modification.

MANAGEMENT OF INFORMATION IN AN ORGANISATION:

One of the greatest concerns of an organization is how to deal with the accumulation of
information and at the same time keep its communication pattern strong and healthy enough to
bear the burden of handling enormous data. The emphasis is on speed, efficiency and facility to
recall the required information at a short notice. Here the technology comes in a big way to help
organizations keep their communication pattern vibrant and meaningful to meet the increasing
demands.

A well equipped office will have a number of technological aids

buzzing with activity. Until recently, the emphasis was on using electronic equipment for
recording and preserving oral communication. Now there is an equal stress on using technology
for what traditionally used to be recorded and transmitted on paper.

Management of Written & Oral Communication

The dissemination of the message can be done in various ways. The method chosen depends on a
variety of factors whether it is in personal level or at an organization level. They are

1. The urgency of the message

2. The time available to reach the message
3. The skill of the communicator
4. The intellectual level of the receiver and the sender
5. The expenditure involved
6. The media available
7. The emotional level ;of the receivers
8. The geographical distance between the sender and the receiver
Methods of Communication

Broadly the Process of Communication can be classified into two methods:

Verbal Communication

We use the words, Speech , writing , reading etc to communicate is called Verbal
Communication. This included both Oral and Written communication.

Verbal

Written
Oral

Oral Communication

Conversations, telephone talk, interviews, presentations, meetings, conferences, group

discussions and speeches etc. are the forms of Oral Communication. Oral communication
involves use of the words and sound.

Advantages:

Oral Commnication is speedy and offers interchange at the personal level. It is also a powerful
means of communication. The feed back is possible immediately as the sender and the receiver
will be in direct contact whether it is meeting, telephone talk etc and it is easier to give any
clarification immediately. At the times oral communication carried on at informal levels. It can
encourage the frankness and the friendship. Oral communication does not require much money .

Disadvantages:

Oral communication is not appropriate for lengthy messages. Long and detailed formal
messages are better communicated in a written manner for fear of missing out relevant points in
cases of chemical formulas or computer programs. Oral communication does not have long life
as we cannot store the words and can not be referred later. There is no legal validity .Any one
can deny what he or she has said before. And also there are greater chances of
misunderstandings.

Types of Oral Communication:

Face-to- face Communication: It is the best mode of Oral communication. The

communication is effective when sender has an eye contact with the receiver. This is possible
 between two individuals in a meeting or an interview. Communication flows both sides and
the feedback is possible immediately. If the other person is not interested or not liking the
message the sender can change immediately and make the conversation fruitful. Face-to-face
communication is not possible in large gatherings.

Telephone: Communication over the telephone depends entirely on the voice and the words
used. As the physical presence is not present the clarity of the speech has big role to play.

Public Speech: A lecture or a public speech can be conducted with or without microphones.
It has face-to-face setting but the distance between sender and the receiver is large. The
success of a public meeting depends on the speakers ability to use the microphone, voice
modulation and gestures. His silence can also convey many meetings.

Interview: This will happen between an interviewee and an interviewer. There will be many
interviewers. The meeting is for a specific purpose for a job or selection for a study program
or for entering into a business relationship. When interviewer asks the questions to the
candidate , both the sides will get a chance to assess the other party.

Meeting: Usually a meeting involves a number of persons. The chairman guides the
proceedings and maintains order during the meeting. Depending on he type of meeting, there
may or many not be a fixed agenda. If it is a formal meeting , notes are taken during the
meeting, which are called the ‘minutes’. All the people involved in a meeting are constantly
communicating. They may be speaking or listening.

Presentation: This is a formal well-prepared talk given by an individual to a group. The

audience is mostly knowledgeable and interested. There can be different purposes to giving
a presentation. It can be a sales talk to introduce a new product and advertise it or it can be a
presentation made to the finance department on the budget and saving techniques. Visual
aids and humor can enhance a presentation and make it more attractive. The responsibility of
the presenter is to make sure that all the listeners understand the matter. The presentation is
usually followed by question hour when the listeners get clarifications.

WRITTEN COMMUNICATION:

Every thing that is put down on paper by writing comes under the purview of Written
communication . This includes letters, circulars, notices, memos, reports, forms, manuals,
journal, etc.

Advantages

• Written communication is precise and accurate as it is usually formulated with great care
since it can be checked and verified anytime.
• Once written cannot be refuted.
• Written documents have permanent shelf life and can be used for future reference.
 • In some cases law requires retention of documents.
• The records can be referred repeatedly.
• Any written communiqué can be sent to many people in many places.
• As the visibility rate of the mistakes is more the errors can occur to others.

Disadvantages

• Written Communication consumes time for the preparation.

• It takes time to prepare letters, notes, circulars etc unlike the oral communication which is
much faster. Infact the feedback also takes time.
• The receiver would send the feedback only after receiving the document which consumes
time.
• Written Communication is expensive as we need writing materials.
• As the visibility rate of the mistakes is high, the errors can occur to others which cannot
be rectified instantly by the sender which may cause misunderstanding or damage to the
organization if the error is big.

TYPES OF WRITTEN COMMUNICAITON:

1. Letter :

This is the most commonly used form of written communication. They are mostly used for
external communication. Letters have fixed and formal layout, which must be adhered to. There
can be sales letters, complaint letters, bank correspondence and many others.

2. Memo:

This is an informal communication between members of the same organization and usually
relates to day-to-day work. It is used to convey information and instructions. Memos contain
brief messages and are normally pre- printed formatted papers on which memos are written. A
memo may or may not be signed. It can be personalized for senior managers.

3. Notice:

This is used when many people in the same organization have to be given the same information.
A notice should be short and to the point. It should be clear and well spaced for easy reading.

4. Circular:

This is a written document giving instructions or orders on a specific matter. For example ,
circulars issued by the government departments, universities etc. Circulars have a date for
reference and signed by the person who has taken out the circular.

5. Report:
 This is a written document prepared by an individual or a committee. It is prepared after
research. After the data collection and analysis , the results have to be presented. This is done in
a report. It can be detailed or brief.

BARRIERS TO EFFECTIVE COMMUNICATION

Successful performance of an organization depends on effective communication. But an activity
as complex as communication is bound to suffer from setbacks if conditions contrary to the
smooth functioning of the process emerge. They are referred as ‘barriers’ because they are they
create impediments in the progress of the interaction. Identification of these barriers is extremely
important. Usually these communication barriers is also referred as ‘noise’. According to the role
observed by the two participants, can categorise the barriers;

Sender –Oriented Barriers

Receiver-Oriented Barriers

I) SENDER-ORIENTED BARRIERS:

Sender-oriented barriers could be voluntary or involuntary. At any cost, sender should be able to
identify the remedies and also remove them. Basically as the sender is originator he/she should
be extremely careful not to erect barriers. Below are the some sender oriented barriers.

Badly expressed message

The sender should be well prepared .If he is not well versed in the topic under the discussion, he
can not frame the sentences properly and cannot give the accurate information which results very
poor understanding by the receiver hence the purpose will not be served. The receiver should not
feel the communicating act with the sender is a waste of time.

Loss in transmission

The choice of the channel or medium plays an important factor. This is very minor issue but leads
to inability in transmitting the actual message. This is mostly physical noise. However the
responsibility lies with the sender, as he should ensure that all channels are free of noise before
commencing communication.

Physical Noise

Physical noise is often a barrier in the process of communication. In a factory because of the
noise of machines etc. verbal communication is difficult. If a radio or TV is blaring the
conversation becomes difficult and messages get distorted. Sender should take care of the physical
noise surrounded before communicating.

Semantic Problem
High and big sounding words definitely look and sound impressive.
But if the receiver is not able to comprehend the impact of these words the entire exercise proves
futile. This problem could arise in the overall meaning of the message.

Over and Under-Communication

The quantum of communication should be just right. Neither should there be excess information
nort should it be too scanty. Excess information may confuse and the scanty information would
make the receiver grope actual intent of the message. Sender should see that there are no
repetitions in the communication.

I’ – Attitude

Sender should never use the pronoun “I” at the beginning and at the ending the communication. If
the sender uses more often ‘I’ pronoun , it gradually leads to what is referred to as the I-syndrome.
He would not be receptive to changes, if suggested by the receiver , as such , changes would go
against his personal formulation of certain views.

Prejudices

Starting any piece of communication with the bias or know-it-all attitude can prove to be quite
detrimental to the growth of communication process. When communication commences, all sorts
of prejudices should be done away with, and the mind should be free of bias. T This would
enable the sender to formulate his message, keeping only the receiver and his needs in mind.
Thoughts like “last time he said this….or “Last time he did this…”can totally warp the
formulation of the message.

Remedies for overcoming sender-oriented barriers:

Care and the constant practice on the part of the sender can remover these barriers.

Plan And Clarify Ideas

Ideas should be carefully formulated/thought out before beginning any kind of communication.
This can be done by following a few steps. Test thinking by communicating with peers and
colleagues. It is said that two minds always better than one.
Ideas when discussed aloud with another person, necessarily take on a shape and form.

Create A Climate Of Trust And Confidence And Empathise

In order to win the trust and confidence of the receiver, the sender has to put in extra effort
through which he is able to win the trust and confidence of the recipient. This is normally
referred as establishing sender credibility.
Time your message carefully
Different occasions and different hours necessitate a change in the encoding of the message. The
sender has to be careful of the time when and the place where he makes his statements. As all
communication is situation bound , a statement made at an incorrect moment , or a wrong place
can stimulate an undesired response. The most prudent step is to measure the import of the
message in relation to the situation and them impart it.

Reinforce Words With Action

Whatever statements are made, should be reinforced by action on the part of the sender. The
receiver should not feel that there are two codes at play, one for transmittal and the other for
action. If there is harmony between the two, the decoder is mentally at peace, for his grasp is
more accurate and thorough.

Once all barriers to communication have been overcome, communication, it is said, has been
meaningful and purposeful.

II) Receiver oriented Barriers

The receiver too can be guilty of erecting barriers in the course of the interaction. Although his
role in the initial phase is passive, he becomes active when he starts assimilating and absorbing
he information. He is equally to blame if the situation goes awry and communication comes to a
stop, or there is miscommuncation.

Poor Retention
Retention is extremely important during interaction. If the receiver has poor retention capability,
he would probably get lost in the course of the proceedings.

In attentive listening
The mind has its own way of functioning. The art of listening is an exercise in concentration. If
the receiver can be honed this skill, barriers to communication would not be erected.

Tendencey to evaluate
Being judgmental and evaluative are both the starting points for miscommunication.
Remember, the mind cannot perform two activities at the same time. If is is evaluating, listening
cannot take place. Evaluation should always be a sequel to the listening process.

Interests And Attitudes

The receiver should develop interest. “ I am not interested in what you are saying” or “My
interest lies in other areas” . Starting any piece of communication with this kind of indifference
can thwart any attempts at communication. Fixed notions of this kind should be dispensed with.
It is not possible to be interested in all that is being said. But to start any communication with
this notion is hazardous.

Differing status and position

Position in the organizational hierarchy is no criterion to determine the strength of ideas and
issues. Rejecting the proposal of a subordinate or harbouring a misconception that a junior can
not come up with a ‘eureka’ concept is not right. In fact, many companies have started
encouraging youngsters to come up with ideas and solutions to a particular problem. These
ideas are then discussed among senior officers and their validity is ascertained keeping the
workings and the constraints of the company in mind. The basic purpose of this upward
traversing of ideas is that fresh and innovative minds can come up with unique solutions. If an
individual has been working in a particular company for some years, it is natural that his mind
gets conditioned in a particular manner. Challenging newcomers to innovate as apart of
company policy takes care of ego problems that may arise if this is not the accepted norm.

Resistance To Change
Flexibility is most important factor in communication process. Fixed ideas, coupled with an
unwillingness to change or discuss, hampers listening and results in miscommunication. People
with dogmatic opinions and views prove to be very poor communicators and erect maximum
number of barriers.

Refutations and arguments

Always enter into healthy discussions. Refutations and arguments are negative in nature. Trying
to communicate with the sender on the premise that refutations and arguments can yield fruitful
results would prove to be futile.

Communication is a process in which the sender and the receiver are at the same level. The
minute the refutations or arguments begin, there is a shift in balance between the two
participants, after which the receiver moves to a conceived higher position and the sender
remains at the same level. In case there are some contradictions that need to be resolved,
discussion is the right way to approach. Listening to the views of the other, trying to understand
or at least showing that there has been understanding, appreciating and , finally posting own
views should not make the sender feel small or slighted.

Most of the barriers that are receiver-oriented are best overcome by improving listening skills
and learning strategies of giving feedback.

REPORT WRITING
A report is a logical presentation of facts and information. It is a logical and coherent
structuring of information, ideas and concepts. It is a basic tool on which decisions can be based.

What is a report? As per C.A.Brown it is very simple: A report is “a communication from

someone who has some information to someone who needs that information”.

FIVE W’S AND ONE H

Prior to commencing work on a report, a few queries should be raised by the report-writer
and satisfactorily answered. Basically the writer should answer the queries centered to five
W’s and one H.

1. What? : What is the outline of the message?

2. Why? : Why is the issue important?
3. Who? : Who is involved in the situation?
4. When? :The timings of the situation
5. Where? : The place of the situation.
6. How ? : The main reason for the content/how it happened?

The goal of making reports is to make information as clear and convenient and accessible as
possible. Because time is precious, You tell the readers what they want to know –no more, no
less- and you present the information in such a way that
it geared to their needs.
Reports vary widely in their purpose. They also differ with the type of audience they are
written for.

TYPES OF REPORTS

Basically there is two types of reports.

1. Informational
2. Analytical

Broadly speaking both types of reports contain similar components in terms of structure or
organization. Reports can be further classified in different ways.

1. On the basis of formality

• Informal Report : This is done usually at the personal level. As these reports deals
with person to person communication, it does not follow any format and informally
convey s the required information.
• Formal Report : This is prepared in prescribed form in an organization, an
institute presented to the prescribed authority. For ex: Director’s report, Auditors
Report or AGM reports.

2. On the basis of frequency of issue

• Periodic or Routine Reports: These are presented at regular, routine intervals in

the normal course of business. The time period could be annually, half yearly,
monthly, fortnightly, weekly or even daily. Generally, these reports are a mere
statement of facts. Examples: Progress reports, Sales reports, Performance reports
etc.
• Special Reports : They are related and generated for a single occasion or situation.
They deal with non-recurrent issues. An individual or a committee is appointed to
investigate the situation and present its findings. They give suggestions to the
 management to decisions. For ex: project reports, Feasibility Study Report, First
Information Reports (FIR) etc.

3. On the basis of function :

• Informative Report : This presents facts and information related to an issue or

situation. For Ex: Annual Balance Sheets, Sales reports with figures etc.
• Interpretive Report : This analyses the facts, draw conclusions and makes
recommendation to solve the problem. For Ex. If the report delves into the causes
of low sales during a particular period, it becomes an interpretive or analytical
report.

4. On the basis of the nature of the subject

• Problem- Determining Report

• Fact-Finding report
• Performance Report
• Technical Report

Some other types of Reports

• F.I.R. or First Information Report

• Progress Report
• Inspection Report
• Performance appraisal report
• Project Report
• Annual Report
• Feasibility Report
• Survey Report
• Press Report.

ANALYTICAL REPORTS:

The analytical report comprises stages in which there is a proper identification of the problem,
analysis and subsequent interpretation. Recommendations or suggestions are then incorporated in
the report, depending upon what is required by the report writer.

CHARACTERISTICS OF A GOOD REPORT

We can distinguish the reports as good or bad based upon the following characteristics:

1. Accuracy : This is very essential for a good report. If the facts are wrong , it may leas to
disastrous results. Some times even with a minor mistake in fact the business will suffer to a
greater extent.
2. Precision : The writer should be absolutely clear about the exact purpose of the report.
Precision gives it a kind of cohesion and unity.

3. Relevance : The facts presented in the report should bear the relevant to the situation.
Irrelevant facts or message makes the reports confusing.

4. Brevity : A report should be as brief as possible. But this quality should not be achieved at
the cost of clarity. The report should not be unnecessarily long. Include everything but be brief.

5. Simple and unambiguous language : It should be free from fancy statements and figures of
speech. Since it is a technical document of utility, it should remain simple and non-confusing.

6. Reader Orientation : While drafting a report, one should keep in mind the people who will
be reading it. A report meant for the layman will be totally different from a report meant for
technical experts.

7. Clarity : A good report is absolutely clear. The reader should not have any problem in
understanding it. Clarity should be maintained in presentation and the purpose. The sources of
data, findings and recommendations should all be extremely clear. Suitable headings and
paragraphing must be done. If the report contains figures, they should be presented in suitable
tables and formats. The report must be written systematically for extreme clarity.

Preparing A Report

Once you are clear about the purpose of writing a report, the person’s for whom it is meant, the
facts to be examined and the facts to be included, and the time at your disposal, and know what
type of report you are going to write, it is time to start the work.

Suggestions to write a report:

• Investing the sources of information: Investing the sources of information is done

right at the beginning. The extent of the investigation depends upon the length and
importance of the report. Major sources of information are company files, personal
observation, interviews, letters, questionnaires and library research.
• Taking Notes: During investigations the writer should take the notes continuously.
• Analyzing the data: All the data collected is analyzed. Some needs to be rejected and
more might be needed fresh. The writer should never be in a hurry here, as this is an
important stage.
• Making an outline : Once all the ingredients are ready the writer should plan the
report in his mind and should prepare an outline. In this, the problem is stated, the
facts are recorded, they are analyzed and the logical conclusion is reached. This is
more like a rough copy and is very helpful in the final report writing.
• Writing the report: Writing the report requires a lot of planning and consultation. It
should be correct in all ways-logically, grammatically and clarity-wise. The writer
 must take pains over this, as it will be read by the person who needs it and they will
form an impression.

PARTS OF THE REPORT

A report has several parts, which enables the writer to layout all the information in a simple easy-
to-read form. All reports do not need all the parts, but longer reports, which are formal, do need
to have all the parts.

1. Title: Every report should have a title which indicates the subject of the study, the period
and the location of the study. If the report is long, it can cover the whole page,
including other things like the writers name etc. In case of a short report, the title appears
at the top of the first page only.
2. Terms of reference: This gives details about the assignment and the pruppose and scope
of the study.
3. Procedure: This mentions the methods used to collect information for the report writing.
The methods of data collection will depend on the nature of the study. For example:
visits, personal inspections, experimentation, interrogation, old records, etc.
4. Findings: This is the main part where the findings are presented. The collected facts and
figures have to be organized into a presentable and readable form. Suitable headings and
subheading are to be included. This section may end with a summary of the most
important findings that emerge. There may be a separate section with the conclusions.
5. Use of illustrations: A report becomes much more readable, clear and effective if the
findings are explained with relevant illustrations. These can be in the form of charts,
graphs , diagrams, maps, etc.
6. Recommendations: These are proposals for action suggested by the report writing
authority. This in included only if the assignment has asked for it and are usually given
by senior people.
7. Signature, Place, Date: All the people who are in the report writing committee must sign
the report. The signature is on the right and the place and date are on the left. The date is
the date-of-submission of the report.
8. Table of contents: This is included only if the report is long. It can be attached after the
title page.
9. Appendix: This is supplementary material given at the end of the report. This is
something, which has been used or referred to in the report. For example, map,
questionnaire, etc. If there is more than one appendix, they are numbered.
10. Acknowledgemets : This is a list of names of people or organizations that helped in the
report writing. It will appear before the first chapter.
11. ADDENDA: There are some optional items of the report will comes under Addenda. We
will not see these items in all the reports. Their inclusion will depend on their need, the
length of the report and the technical nature of the report. This will include the
following:

• List of references : Sometimes other written material is used and quoted in the
report that you write. When this is done, you must always quote the place from
where it has been taken.
 • Bibliography: If the report is based on some extensive work already done by
someone else, the party should be name under ‘bibliography’. It can also include
workds recommended for further reading.
• Glossary : It is the list of technical words used in the report and their meanings.
• Appendices : Statistical data, charts, maps and diagrams, copies of
questionnaires, etc. are not incorporated in the main body of the report. This is
because it creates a diversion and the flow of the report is lost. These things are
however essential for reference and are, hence included at the end.
• Contents Page : This is given in case of long reports. Ti is normally included in
the beginning. It specifies the various items that will appear in the report along
with the page number on which they will appear.

COMMUNICATOIN TECHNOLOGY- OFFICE PROCEDURES

AND AUTOMATION

Communicating successfully in the business world today includes communicating

effectively by electronic automation. A medium is the means of transmitting or conveying a
message. Some media carry written words/pictures/graphics and other media carry the voice.
Electronic media can carry both the voice and written material.

Any organization needs to have a healthy and effective communication tools, the medium that
suits for their office environment. Hence one should be very careful in selecting the medium.
Let us look into some aspects in choosing the medium for a particular message:

1. The type of audience you want to reach

2. The speed with which the message should be conveyed, The pressure and the distance
between the sender and the receiver influence the choice of medium. E-mail is much
faster than courier/by mail.
3. Need for confidentiality of the message is an important consideration.
4. Need for accuracy in transmission is very important, the content should be more precise
and accurate.
5. Need for reliability of the medium is an important factor. For example sending a message
by hand delivery is more reliable than ordinary mail, registered post is more reliable than
ordinary mail.
6. Cost of the medium and its relative importance and urgency.
7. Availability of a particular medium to the sender and to the receiver is obviously
affecting factor.
8. Feedback capacity of the medium.
9. Availability of hard copy of record.
10. Formality of the medium must be suitable to content of the message. A letter of
congratulation is more formal and has a different effect from conveying the same orally.
 11. Intensity and complexity of the message is a major factor. Some messages like changes
in policies regarding the employees, when a job of an employee is in danger, or messages
with the emotional aspects have high intensity and are very complex. One should be
very careful in selecting the medium in any organization irrespective of the size.

Oral messages

These are carried by air vibrations, the microphones/loud-speaker, the telephone, cellular phone,
voice mail and the radio. The written messages are carried through e-mails, fax, etc. Now a
days the interaction between the various branches of the same office situated in different parts of
the world is also possible through Teleconfenrencing.

Electronic Communication

The media which transmit signals instantly from any source to any destination in the world by
modern electronic technology.

Telephone

This form of electronic communication has been around for nearly a century. It is the most
useful and universal medium of oral communication with a person who is not present at the same
place as the sender. The telephone instrument has evolved, over the years, into very
sophisticated forms with many new facilities.

Intercom facilities : telephonic conversations within the office –inter departmental personal can
instantly which saves time.

STD-Subscriber Trunk Dialing – allows the user to make call to a number located in another city
directly . This facility is available in almost all the parts of the state.

ISD _ International Subscriber Dialing : This more higher version of STD, here we can
communicate to any part of the world . Every country has an international code number which
we dial before dialing the required number.

Both the STD and ISD facilities can be locked with a number code on telephone attached to
electronic exchanges.

Cellular Phone

The cellular (mobile) phone is based on a combination of the old radio technology and emerging
telecommunication technology. Cellular phones operate through airways, much like a radio. Air
time is charged. Cellular phone instruments have facilitated for storage of numbers, record of
missed calls, for receiving text messages (SMS), for leaving voice mail, and for receiving
information given. Infact Mobile phones have the capacity for multimedia messaging. It allows
you to add pictures, sound , colour, voice, animation, to messages which you send over the
mobile phone. Photos can be taken by MMS-enabled phone can be sent to other MMS-enabled
phones, to e-mail addresses, can be published on the internet, used in a presentation, or just
stored in a personal album.

Advantages

• The mobile has freed managers from the confines of their offices as they can be in touch
with the office from wherever they are.
• It has become possible to contact persons who are traveling or are out in the open.
• Marketing persons who visit customers can instantly get in touch with their home office
to consult.
• Most importantly traveling representatives have instant access to data and information
from the home, office as well as other information through the internet which can be
accessed from the mobile phone.

Voice Mail

Voice mail is a communication service on the telephone line. The simple answering machine
which can be attached to a telephone is a form of voice mail: it allows caller to leave name,
number and message if do not answer the phone. The message can be retrieved and answered
later, at a more convenient time. Hence Voice mails helps to make better use of time, it can help
to prevent interruptions in office work.

Fax

The facsimile machine is a device for transmitting copies of printed image over telephone lines.
The machine is connected to the telephone through a modem.
Fax permits quick exchange of information and documents between offices and organizations
and individuals. Important decisions and instructions can be quickly conveyed to branches and
other offices.
Fax can also sent through the computer. The latest models of computers have an inbuilt modem,
and software.

E-mail

Electronic mail requires a computer, a telephone line and a modem. E-mail is the most
frequently used application of the internet. The communication is almost instantaneous, besides
sending a message you can send whole documents are attached to the message.

It is easy to send an e-mail, one should prepare a message on a word processing program, log on
to the e-mail, copy and paste the message on the ‘compose’ directly on the compose frame after
logging on and send it by clicking on the ‘send’ button. The messages remains in the receiver’s
email inbox and can be read at any time. In order to send an e-mail one should know the
recipient’s e-mail address.
Advantages

• An important capability of e-mail is its ability to create on going electronic conferences.

E-mail provides ‘discussion groups’ or list for electronic conferences.
• E-mail makes information more accessible and permits faster procedures in an
organization.
• E-mail does not command the feedback instantly as in the case of telephone, there is time
to think before replying.
• E-mail democratizes the organization within organization, e-mail bypasses
• the chain of command for vertical communication.
• A sub-ordinate’s querry or observation may be simultaneously on the computer of the
immediate supervisor as well as a higher level manager.
• Information which would take time moving through the chain of command and may get
edited on the way, can go straight to the intended recipient.

Tele Conferencing

Conferences held by the people sitting in different branches/ areas of the same organization or
the of the segment with the help of Audio and video presentation equipment are referred as
Teleconference.

1.Audio Conferencing

Provides the facility to move text, computer generated images, photographs and large
files over ordinary telephone lines (like internet). It is not as expensive as video conferencing
but still requires going to the location that has the equipment or investing in the equipment.

2.Video Conferencing

Allows people at different locations to see and hear each other at the same time. It is
fully interactive and almost like a face-to-face meeting. With the more complex systems and
equipment it is possible to have more than two locations connected together so that they can see
and hear together so that they can see and hear one another almost like an actual meeting.

Benefits
The benefits of video conferencing are remarkable.
• Almost like communicating face-to-face.
• The interaction allows people from different places to understand/know more about each
other.
• It develops intimacy and goes long way in building relationships in a way that telephone
or e-mail cannot do.
• It improves appeal and retention by including diverse media like video-audio clips,
graphics, animation and computer applications for demonstrations and explanation.
 • It saves the time and cost of traveling to meet and allows people to keep in touch more
frequently.
• It enriches communication in several ways.

Internet

The internet is a world-wide collection of computer networks that co-operate with one another by
using a common software standard. It conveys data through satellite links and telephone wires.
The speed of the internet has changed the way people receive information. The size, scope and
design of the internet enables users to:
• connect easily through an ordinary personal computer and local telephone line,
• exchange electronic mail with colleagues, customers, friends and also attach files which
are on their computer,
• share business and research data among colleagues,
• request and provide and help with problems and questions,
• post information for others to access, and update the information regularly,
• publicise and market good and services,
• gather valuable feedback and suggestions from customers and business partners,
• access multimedia information which includes photographic images, sounds and video,
• join group discussions on any subject,
• subscribe to mail lists on top of interest and receive views expressed.

Since the internet consist of not one but multiple data systems, which were developed
independently, it allows users to access a variety of services. The most important and popular
ones are:
• E-mail for exchange of electronic mail,
• Internet Relay Chat (IRC) for sending private and public messages to other users in real
time,
• USENET newsgroups for posting and answering messages on public “bulletin board”,
• File Transfer Protocol (FTP) for storing and retrieving data files on large computers
systems.
• CU-See Me, a videoconferencing system which allows users to send and receive sound
and pictures simultaneously over the internet.

Computers

We do not see even a single office without having a computer. Infact just a tabletop
computer itself is treated as an office. One should agree to the fact that the entire world is
connected and treated as a global village due to the invention and usage of computer with
various applications.
The computer is a versatile electronic instrument which can combine various media
functions. The trend of technology is towards convergence of various technologies so that
the computer has become the single multi-task equipment for all kinds of transmission.
Uses
• A computer helps in preparation of letters, reports, meeting agenda, and various other
documents required in an office by using some applications.
• Databases of customers, suppliers, and employee information etc can be stored and
maintained and easily updated.
• Electronic mail, Voice mail, Videoconferencing, and multimedia facility allows all forms
of communication to be transmitted. Fax and telex can also be sent through the
computer.
• The access to the internet is possible only through the computer. Special facilities like e-
commerce, and internet banking, etc are possible through the computer.
• Accounting software is already in use in many offices so that account books do not have
to be written manually. Various financial reports can be prepared within a short time by
using the accounting software packages.

Software programs are being written for almost all activities in business. Computer
technology is the fastest growing field, advances are made rapidly, and users can upgrade
their equipment and buy latest software for more advanced tasks.

Reference Text

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