Shree K.B.Parekh College of Computer Science, Mahuva.

Unit:- 1 Introduction to Communication Types and Methods.

Q-1 Meaning and Definition of Communication.

 Meaning:-

The word Communication has been derived from the Latin word ‘COMMUNIS’ which means
‘common’ or ‘to share’.Communication is a process of transferring information from one entity to
another. Communication processes are sign-mediated interactions between at least two agents which
share a repertoire of signs and semiotic rules. Communication is commonly defined as "the
imparting or interchange of thoughts, opinions, or information by speech, writing, or signs"

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.

 Definitions:-

There are various definitions of communication, and in a moment I will give you three of them.
They are not all the same, but they mostly only differ in fairly minor ways. The word itself is derived
from the Latin verb communicare, which means "to share" or "to make common". That derivation
provides one half of the English meaning of communication.

The other half of the meaning of communication has to do with information and meaning. These are
related, but not identical, concepts. However, in simple definitions like the three shown below,
information is far more likely to be mentioned, than meaning. Why is that?

It is difficult to do justice to the interaction between information and meaning in a brief definition, or
indeed, in any brief fashion. This matter will be addressed in various chapters and appendices. For
now, though, I will simply say that, while information always means something, it rarely, if ever,
means exactly the same thing to different people.

Three Simple Definitions

 Communication is the sharing of information

 Communication is the giving and receiving of messages

BUSINESS COMMUNICATION (FYBCA).

COMPILED BY: Nishant B. Pandya. Page 1
 Shree K.B.Parekh College of Computer Science, Mahuva.

 Communication is the transfer of information from one or more people to one or more other
people

The first of these three definitions is the simplest, and also the broadest. Because of those qualities, it
is also a little nonspecific. The second definition reminds us that information, here called a message,
must be received, as well as sent, to complete the process. For example, a message launched in a
bottle might achieve communication, but it also might not.

None of the above definitions requires information to flow in more than one direction (though the
first two do rather imply this). Two-way communication is certainly more common, and is often
preferable, but a one-way delivery of information, such as advice or instructions, still constitutes
communication.

The last definition above only applies to communication between people. Animals, plants and
machines are also capable of various sorts of communication,

This last definition is perfectly satisfactory for our purposes, though, as this is a book about
communication between people. That implies at least two people – one at each "end" of the process.
It can, of course, involve many more than two people.

 These are some of the important and interesting definitions of

communication:-

 Communication is the process of passing information and understanding from one

person to another – Haimann.

 Communication is the sum of all the things one person does when he wants to
create understanding in the minds of others – Allen.
 Communication is the exchange of facts, ideas, opinions or emotions by two or
more persons – Newman and Summer.
 Communication is the transfer of information from one person to another
whether or not it elicits confidence but the information transferred must be
understandable to the receiver – G.C.Brown.

 Communication is an intercourse by words, letters, symbols or messages, and is a

way that one organization member shares meaning and understanding with
another – Koontz and O’Donnell.
 Communication is the intercourse by words, letters or messages, intercourse of
thoughts or opinions – F.G.Meyer.
 Communication is the process of conveying messages (facts, ideas, attitudes or
opinions) by one person to another so that they are understand – M.W.Cummin.

BUSINESS COMMUNICATION (FYBCA).

COMPILED BY: Nishant B. Pandya. Page 2
 Shree K.B.Parekh College of Computer Science, Mahuva.

Q-2 Process of Communication.

The communication process consists of a message being sent and received. The message
may be verbal or non-verbal. The same basic principles apply whether humans, animals,
other forms of life, or combinations of these are involved. Your challenge, as an instructor,
is to not merely communicate with your students--but to communicate effectively.
Effective communication involves a message being sent and received. Added to this
however, is the element of feedback to ensure that the message sent was received exactly as
intended. This concept may be illustrated using the three-step communications model .

communication process.

Sending The Message :-There are four elements involved in sending a message. First,
as the instructor (sender), you formulate the message you intend to communicate. Next, you
consider possible barriers that may affect the message. This includes your experience,
the terms you will use, and even your feeling toward the subject or the students.
External barriers such as noise must also be considered. Third, you encode the message;
that is, you put the message into the words you want to use. Last, you clearly communicate
(send) the message.

BUSINESS COMMUNICATION (FYBCA).

COMPILED BY: Nishant B. Pandya. Page 3
 Shree K.B.Parekh College of Computer Science, Mahuva.

Receiving The Message :- There are also four elements involved in receiving a
message. The students (receivers) will first hear and/or see the message you sent. Second,
the message is affected by external barriers, if any, and the students’ own internal
barriers. Possible internal barriers may include the students experience level, their
understanding of the terms used, their attitude toward the material, or the way they feel
about you. Third, your students decode the message through the use of mental images. For
instance, when you say the word circus, the receiver does not “see” the letters that form
the word. Instead, a mental image of some sort appears. How many different mental
images might arise among your students for this one word alone? A clown, a big
top, lions, acrobats, and so forth. Fourth, the students interpret the message. Clearly, at this
point in the process there is no way for you to determine that all of the students received
the message you intended. To determine this, you must get feedback.

Feedback:- Feedback, which may take several forms, provides essential information about
your success in communicating the message. To get feedback, have the students respond to
oral questions and encourage them to ask questions. The students’ non-verbal behaviors
also provide important clues as to their understanding of the material. Facial
expressions and body movements often indicate when students are unsure about the
meaning of your message. You should be careful in accepting a “yes” response when you
ask “Do you understand?” Obtain meaningful feedback by asking questions that require the
students to provide answers which indicate that they in fact do understand exactly what
you intended

BUSINESS COMMUNICATION (FYBCA).

COMPILED BY: Nishant B. Pandya. Page 4
 Shree K.B.Parekh College of Computer Science, Mahuva.

Q-3 Forms of Communication.

People communicate with each other in a variety of ways that depend on the message they
want to send and the context in which it is to be sent. As a result there are a variety of forms and
types of communication such as e-mail, face-to-face, telephone, meetings, corridor conversations
and seminars. Dwyer (2005) categorises these into three forms of communication - verbal, nonverbal
and graphic.

There are several forms of communication. These forms of communication fall under the
umbrellas of communication that is symbolic, written, verbal, and of the body. In addition, there are
digital and/or electronic forms of communication. Although these latter forms of communication are
efficient, we must be mindful of the human element of face to face live communication that we
require as human beings, and that a steady diet of digital and electronic communication can have a
tendency to alienate us from one another.

Symbolic and Written Forms of Communication :-

Symbolic and written communication enabled humankind to communicate and record history that
took place many years ago; in fact, it is believed that some of the symbols scribed on the inside of
caves were made from early humans that dated as far back as one million years BC. Some of the
oldest forms of communication were symbolic in nature; for example, the Ancient Egyptians
developed an alphabet with symbols that represented each letter in their alphabet, and they would put
words together that formed sentences through clustering them vertically. Early native peoples did

BUSINESS COMMUNICATION (FYBCA).

COMPILED BY: Nishant B. Pandya. Page 5
 Shree K.B.Parekh College of Computer Science, Mahuva.

much the same thing through using physical symbols through the medium of smoke signals to warn
their people of danger or to signal an attack to begin battle. As the human race has evolved globally,
our form of written communication has become what it is today: more sophisticated with grammar
and vocabulary.

Verbal Communication :-

Verbal communication is also one of the oldest forms of communication and it too dates back to the
times of early humans where sounds such as grunts, groans, and other guttural sounds, at different
volumes or inflections, indicated friendly communication or a threat or warning to stay away from
food or belongings. As is the case with the development of writing, our verbal communication has
progressed and has become as we know it today.

Body Language :-

Another form of communication that is neither verbal nor written is body language. Reading a
persons body language can indicate if they are upset, nervous, stressed out, or angry. On the other
hand, body language can also show if a person is relaxed, tired, happy or sad. Body language is a
very effective form of communication that is used by children and adults, but it is also used by
domestic or wild animals; for example, you can tell just as easily if a saber-toothed tiger is about to
attack or when your pet cat wants a back rub, yet both of these forms of communication through
body language are at opposite ends of the spectrum.

Digital or Electronic Forms of Communication :-

Our world has progressed quickly over the years with the inception of digital and electronic forms of
communication. From that fateful day Alexander Graham Bell invented the telephone to the present,
humankind has swiftly moved forward in its digital or electronic communication. Instruments and
tools such as computers, e-mail, faxes, radio, satellite television, the telephone, and the cellular
phone have aided humankind in its quest to communicate efficiently. Unfortunately, it has also
increased the workload experienced by people around the world.

Conclusion :-

Communication is such an important and large part of our lives that encompasses each moment of
our existence. The latest innovations in technological communication (digital and/or electronic) are
wonderful tools and resources that can enhance our lives through the convenience of communication
that is fast and efficient. Nonetheless, we need to be conscious of the fact that we are human beings
with emotions, feelings and thoughts, unlike the digital electronic tools that enable us to
communicate with anyone anywhere around the world within seconds. Thus, the best form of
communication, due to our human nature, is face to face live verbal communication where we are
able to receive the person, come to know them in their entirety, and have the benefit of more
accurate perceptions that can easily be misconstrued via e-mail or another of the many digital or
electronic technologies. Indeed, technology is a wonderful tool, but it is not an end to our means. As
mentioned previously in my Blog, I believe in using technology in a practical manner. When we

BUSINESS COMMUNICATION (FYBCA).

COMPILED BY: Nishant B. Pandya. Page 6
 Shree K.B.Parekh College of Computer Science, Mahuva.

communicate in any way other than face to face (live) we lose that part of the humanness that makes
us unique and special to each other. We must never forget our roots of communication and not allow
digital or electronic forms of communication to alienate us from each other. I realize that when we
desire to communicate with someone that is up north, in another province, or half way around the
world, the most practical means of communication is digitally or electronically. As I have mentioned
before, the more practically we use technology, the better technology will serve us and our planet.

BUSINESS COMMUNICATION (FYBCA).

COMPILED BY: Nishant B. Pandya. Page 7
 Shree K.B.Parekh College of Computer Science, Mahuva.

Q-4 What are objectives of business communication?

The following are the main objectives of business communication:

1.Conveying the right message: The main object of communication is to convey the
right message to the right person, i.e., to the person for whom it is meant. The
message conveyed should be well understood and accepted by the receiver in the
right perspective. In other words, it should carry the same meaning which has been
conveyed so that it may be translated into action effectively.

2.Coordination of effort: Communication is an effective tool for coordinating the

activities of different persons engaged in running a business. Coordination without
communication is a remote possibility. The individuals or groups come to know what
others are doing and what is expected from them only through communication.

3.Good industrial relations: Communication develops good industrial relations as it

conveys the feelings, ideas, opinions, and viewpoints of one party to the other party.
The two parties - the management and the subordinates, come closer through
communication. They understand each other and dispel any misunderstanding. Thus,
it promotes cooperation and good industrial relations.

4.Development of managerial skills: Communication helps managers to understand

human behavior at work. Communication of facts, ideas, opinions, information,
feelings, etc., add value to the knowledge of managers about various happenings, in
the organization and behavior of people. Thus, communication is a process of
learning .

BUSINESS COMMUNICATION (FYBCA).

COMPILED BY: Nishant B. Pandya. Page 8
 Shree K.B.Parekh College of Computer Science, Mahuva.

Unit No.2 Information Technology for Communication

 Telex:-
TELEX is a public switched low-speed data network used for the transmission of
administrative messages. The communications system was consist of a network of
teletypewriters. Telex is used in 1930’s

Teletypewriter is a electromechanical communications device consisting of a typewriter

keyboard and printer together with a punched paper tape reader/writer and connection to
a modem so that information may be sent and received over a telephone system.

 Fax:-
A fax (short for facsimile) is a document sent over a telephone line. Fax machines have
existed, in various forms, since the 19th century (see "History" below), though modern
fax machines became feasible only in the mid-1970s as the sophistication of technology
increased and cost of the three underlying technologies dropped. Digital fax machines
first became popular in Japan, where they had a clear advantage over competing
technologies like the teleprinter, since at the time (before the development of easy-to-use
input method editors) it was faster to handwrite kanji than to type the characters. Over
time, faxing gradually became affordable, and by the mid-1980s, fax machines were very
popular around the world.

Although businesses usually maintain some kind of fax capability, the technology has
faced increasing competition from Internet-based alternatives. However, fax machines
still retain some advantages, particularly in the transmission of sensitive material which,
if sent over the Internet unencrypted, may be vulnerable to interception. In some
countries, because electronic signatures on contracts are not recognized by law while
faxed contracts with copies of signatures are, fax machines enjoy continuing support in
business.[citation needed]

In many corporate environments, standalone fax machines have been replaced by "fax
servers" and other computerized systems capable of receiving and storing incoming faxes
electronically, and then routing them to users on paper or via an email (which may be
secured). Such systems have the advantage of reducing costs by eliminating unnecessary
printouts and reducing the number of inbound analog phone lines needed by an office.

BUSINESS COMMUNICATION (FYBCA).

COMPILED BY: Nishant B. Pandya. Page 9
 Shree K.B.Parekh College of Computer Science, Mahuva.

 E-Mail:-
Electronic mail, commonly called email or e-mail, is a method of exchanging digital
messages across the Internet or other computer networks. Email systems are based on a
store-and-forward model in which email server computer systems accept, forward,
deliver and store messages on behalf of users, who only need to connect to the email
infrastructure, typically an e-mail server, with a network-enabled device for the duration
of message submission or retrieval. Originally, email was transmitted directly from one
user's device to another user's computer, which required both computers to be online at
the same time.

An electronic mail message consists of two components, the message header, and the
message body, which is the email's content. The message header contains control
information, including, minimally, an originator's email address and one or more
recipient addresses. Usually additional information is added, such as a subject header
field.

 Voice mail:-
Voicemail (or voice mail, voice-mail, vmail or VMS, sometimes called messagebank)
is a centralized system of managing telephone messages for a large group of people. The
term is also used more broadly, to denote any system of conveying voice message,
including the answering machine. Voice mails are essentially digital recordings of
outgoing and incoming voice messages that are managed either by an on-site or off-site
system. Some users purchase systems that are operated and managed either by its own
employees or on a contract basis with another company. Home-based users, such as home
telephone and cell phone users, often use an off-site service, such as their phone service
provider, for voice mail accounts. Others, however, purchase software that allows their
PC to become an electronic message system.

 Internet multimedia:-
Multimedia refers to any computer-based presentation or application that integrates two
or more of the following elements: text, graphics, animation, audio, video and virtual
reality. A PowerPoint presentation combining text, graphics and video clips is an
example of a multimedia application. It is a noninteractive multimedia presentation in
which the slides are displayed in a predefined linear fashion. Interactive multimedia
applications accept input from the user by means of a keyboard, voice or mouse and
perform an action in response. An interactive multimedia program allows users to select
the material, define the order in which it is presented and obtain feedback on their
actions. The ability for users to interact with a multimedia application is one of its more
unique and important features that enhances learning by engaging and challenging users.

BUSINESS COMMUNICATION (FYBCA).

COMPILED BY: Nishant B. Pandya. Page 10
 Shree K.B.Parekh College of Computer Science, Mahuva.

Text is a fundamental element used to convey information. It can be enhanced by a

variety of textual effects to emphasize and clarify information, e.g., font size, color, style
or special effects, such as shadow, blinking, bouncing or fading.

 Teleconferencing:-
Teleconferencing is a telephone call between more than two participants.

The most simple form of teleconferencing is using three-way calling to setup your own
teleconference between yourself and two other particpants.

More advanced PBX equipment can setup conference calls between more than three
participants.

Most businesses choose to use a teleconferencing service instead of purchasing and

maintaining their own teleconferencing systems.

Teleconferencing Technologies
Traditional teleconferencing provided a voice-only connection between partitipants.

Video teleconferencing enables individuals or groups in distant locations to hold virtual

meetings while sharing real-time video between the participants.

Web conferencing enables teleconference participants to share electronic documents with

other team members.

All of these teleconfering technologies can increase productivity, reduce travel costs, and
improve the quality of life for those who adopt this technology.

BUSINESS COMMUNICATION (FYBCA).

COMPILED BY: Nishant B. Pandya. Page 11
 Shree K.B.Parekh College of Computer Science, Mahuva.

 Audio Conferencing:-
Audio refers to sound. A conference is a meeting. Audio conferencing usually refers to
meetings held by people in different places using devices that allow sounds to be sent and
received. These meetings may only involve two parties, but in many cases, there are
numerous parties involved.

Audio conferencing allows multiple parties to connect using devices such as phones or
computers. This can be a solution for a number of problems that can arise when multiple
parties need to meet. People who are distant and busy do not have to sacrifice the travel
time since the meeting can be conducted from a nearby phone or computer. A person who
would otherwise be excluded due to a bedridden illness can participate. Money that
would be needed to book a meeting facility or host a lunch meeting can be saved.

There are numerous methods and technologies that support audio conferencing. Many
telephone companies offer the capability of three-way calling. This allows a person to
call two other people on separate lines and join them together to form a group. Each
person in the group who has three-way calling has the ability to expand the meeting by
adding two more people.

In some cases, services are employed to help facilitate the process. For example,
telephone audio conferencing can occur when one party contacts a conferencing service.
The host will often be given a toll-free telephone number and an access code. When he
and others dial that number and enter the code, they will be granted access to the
conference.

 Video Conferencing:-
Video conferencing is a communications technology that integrates video and voice to
connect remote users with each other as if they were in the same room. Each user needs a
computer, webcam, microphone, and broadband internet connection for participation in
video conferencing. Users see and hear each other in realtime, allowing natural
conversations not possible with voice-only communications technology.

Communications companies have been dabbling in video conferencing technology since

as early as the late 50s, but it took the advent of broadband internet and affordable web
cameras (late 90s) for video conferencing to really take off. Good bandwidth is necessary
for high-fidelity streaming video and voice. Video conferencing took a serious step into
mass use with the release of Microsoft Netmeeting 3.0 in 1999. Now there are dozens of
software vendors marketing video conferencing software and a number of investors
interested in bringing video conferencing to mobile devices.

BUSINESS COMMUNICATION (FYBCA).

COMPILED BY: Nishant B. Pandya. Page 12
 Shree K.B.Parekh College of Computer Science, Mahuva.

 SMS:-
SMS is an acronym standing for Short Message Service. It is commonly referred to as
text messaging or "texting" as well. SMS is a method by which messages can be sent to a
cell phone via another cell phone, a computer connected to the Internet, a regular land
line, or a handheld device such as a Blackberry. The original specifications for SMS were
developed in 1985, though real implementation and popularity took nearly a decade to
achieve.

SMS messages may be sent either from one point to another point, or may be sent to all
devices within a specific geographical region. The former, known as SMS-PP, is used
primarily between individuals communicating with one another, while the latter, known
as SMS-CB, may be used to broadcast public announcements such as road or weather
conditions, region-specific advertising messages, or messages from a cell provider
regarding the new coverage area.

SMS use for personal communication is rapidly increasing in popularity. In 2000, less
than 20 billion SMS messages were sent; by 2004 that number had grown to in excess of
500 billion messages. The largest market for SMS is Southeast Asia, with Europe just
behind. The United States has seemed to be a slow adopter for the early years of the 21st
century, but the pace of texting appears to be increasing in the United States as service
providers make its use, particularly between networks, easier.

 Telephone Answering Machine:-

An answering machine or message machine, also known as an answer phone
(especially in the UK and some Commonwealth countries), and sometimes/formerly
known as an ansaphone, ansafone or telephone answering device (TAD), is a device
invented in 1935, by Benjamin Thornton, and independently in Switzerland by Willy
Mueller. Thornton's device would be attached to a telephone and could be set to record a
voice message from a caller. By utilizing a clock attachment, the machine could also
forward the messages as well as keep track of the time they were made. Unlike
voicemail, which can be a centralized or networked system that performs a similar
function, an answering machine must be installed in the customer's premises alongside —
or incorporated within — the customer's telephone.

 Advantages and Limitations of these Types:-

AS per the Dictation

BUSINESS COMMUNICATION (FYBCA).

COMPILED BY: Nishant B. Pandya. Page 13
 Shree K.B.Parekh College of Computer Science, Mahuva.

UNIT NO. 5 -- Selected Short-Stories

1. The Postmaster by Rabindranath Tagor.

 Summery of the Story the postmaster by Rabindranath Tagor.

It is a short story by Rabindranath regarding a postmaster. The postmaster was transferred

to a village post office of India. Here he met a girl named Ratan with whom he would
always continue conversation hours after hours. One day the postmaster fell ill, Ratan has
looked after him and in this way a close relationship was developed between them. When
the postmaster was transferred to the town again the girl became shocked and she asked
him to take her with him but the postmaster was not in a position to take her. Rattan lived
with the sheer pain of the lovely memory; she had spent with the postmaster.

Q-1 What Impression do you Form about Postmaster’s Character?

A-1 Our postmaster belonged to Calcutta. He felt like a fish out of water in this
remote village. ...The men employed in the indigo factory had no leisure; moreover, they
were hardly desirable companions for decent folk. Nor is a Calcutta boy an adept in the
art of associating with others. Among strangers he appears either proud or ill at ease. He
is an emotional boy. One can see his emotionality when he takes care of Ratan at the end
of the story. He gives his one month salary to Ratan for her survival. He also tried his
hand at writing poems which indicates his inner beauty. In totality he is a man of blood
and flesh.

Q-2 Trace the Growth of Love for the Postmaster and its Eventual Failure.

A-2 The Postmaster is a very moving story of the love of a simple rustic girl for a city-
bred man. In his attempt to escape from a terrifying loneliness he showers love and
affection on his maid-servant Ratan. He listens to the stories of her childhood, her parents
and family members. Ratan, in all her simplicity, grows immensely attached to DADA,
the postmaster. Rather they both with the course of the story develop a kind of intimacy
for each other. But it does not last for long time. The place,Village, can not hold the city
man for long time. He decides to resign from the post and go back to Calcutta. The
decision leaves the girl dumbfounded. And with the tears she has to pitifully bid farewell
to the postmaster. With this they Both physically depart from eachother and their journey
of love eventually ends physically. Still mentally they are occupied with eachother
through old golden memories.

BUSINESS COMMUNICATION (FYBCA).

COMPILED BY: Nishant B. Pandya. Page 14
 Shree K.B.Parekh College of Computer Science, Mahuva.

Q-3 Tagor Explores in this story man’s psychological need for some form of love.
Discuss.

A-3 The present story is having profound psychological insight. With an infinite
sympathy and rare psychological insight, he works out the emotional possibilities of
different human relations. His stories depict poignant human relationships within a
simple, relatively uneventful plots. Both the characters are nostalgic towards their
childhood because . They crave for partners with whom they can share their sorrows and
happiness. Such two characters are of same situation became companion for time being to
fill the gap. Within this short span of time they have cultivated very good intimacy and
start approaching further. Tagor has very minutely and artistically presented the
psychological need of love and warmth in one’s life.

Q-4 Comment on Tagor’s narrative Art.

A-4 "The Postmaster" has particular importance as the first of Tagore's East Bengal
stories to speak out clearly with the voice of Rabindranath, the writer of modern short
fiction. With an infinite sympathy and rare psychological insight, he works out the
emotional possibilities of different human relations. His stories depict poignant human
relationships within a simple, relatively uneventful plots. Tagore's short fiction is often
set in rural Bengali villages and is peopled by characters from the underprivileged sectors
of society, reflecting Tagore's commitment to social realism in prose and his ten years
among such individuals.

BUSINESS COMMUNICATION (FYBCA).

COMPILED BY: Nishant B. Pandya. Page 15