Business

Communication
Module-1
MBA Sem-II
Chapter-1
1.1 INTRODUCTION
1.2 ROLE OF COMMUNICATION IN BUSINESS
1.3 DEFINITIONS OF COMMUNICATION
1.4 PURPOSE OF COMMUNICATION
1.5 THE COMMUNICATION SITUATION
1.6 THE COMMUNICATION PROCESS/CYCLE
1.1 INTRODUCTION
The word “communication” derived from the Latin word
‘communicare’ that means to impart, to participate, to share or to make
common. It is a process of exchange of facts, ideas, opinions and as a
means that individual or organization share meaning and understanding
with one another. In other words, it is a transmission and interacting
the facts, ideas, opinion, feeling and attitudes.
1.2 ROLE OF COMMUNICATION IN
BUSINESS
Communication is the life blood of the business. No business can develop in the
absence of effective communication system.
Communication is the mortar that holds an organization together, whatever its
business or its size.
When people within the organization communicate with each other, it is internal
communication and when people in the organization communicate with anyone
outside the organization it is called external communication.
Ability to work well in teams, to manage your subordinates and your relationship
with seniors, customers and colleagues depends on your communication skill.
1.3 DEFINITIONS OF
COMMUNICATION
Communication may be defined as interchange of thought or information between
two or more persons to bring about mutual understanding and desired action. It is the
information exchange by words or symbols. It is the exchange of facts, ideas and
viewpoints which bring about commonness of interest, purpose and efforts.
American Management Association defines, ‘Communication is any behaviour that
results in an exchange of meaning’.
Peter Little defines communication as, ‘Communication is the process by which
information is transmitted between individuals and/or organizations so that an
understanding response result’.
1.3 DEFINITIONS OF
COMMUNICATION (cont.)
Newman and Summer Jr. state that, ‘Communication is an exchange of facts,
ideas, opinions or emotions by two or more persons’.
According to Keith Davis, ‘The process of passing the information and
understanding from one person to another. It is essentially a bridge of meaning
between the people. By using the bridge a person can safely across the river of
misunderstanding’.
1.4 PURPOSE OF
COMMUNICATION
1. For instruction
2. For integration
3. For information
4. For evaluation
6. For teaching
7. For influencing
8. For image building
9. For employees orientation
10. Other
1.4 PURPOSE OF
COMMUNICATI
ON (cont.)
1.5 THE COMMUNICATION
SITUATION
The communication situation is said to exist when:
There is a person (sender/transmitter) who wants to pass some information;
There is another person (receiver) to whom the information is to be passed on;
The receiver partly or wholly understands the message or information passed on to
him;
The receiver responds to the message or gives feedback.

These four components are essential for communication.

1.6 THE COMMUNICATION
PROCESS/CYCLE
The transmission of sender’s ideas to the receiver and the receiver’s feedback or reaction to the
sender constitute the communication cycle.
The process of communication begins when one person (the sender) wants to transmit a fact, idea,
opinion or other information to someone else (the receiver).
This facts, idea or opinion has meaning to the sender.
The next step is translating or converting the message into a language which reflects the idea.
That is the message must be encoded.
The encoding process is influenced by content of the message, the familiarity of sender and
receiver and other situation of factors.
After the message has been encoded, it is transmitted through the appropriate channel or medium.
Common channel in organization includes meetings, reports, memorandums, letters, e-mail, fax
and telephone calls.
 When the message is received, it is decoded, by the receiver and gives feedback to the sender as
the conformation about the particular message has been carefully understand or not.
ELEMENTS OF
COMMUNICATION
The process of communication involves the following elements:
1. Sender or transmitter: The person who desires to convey the message is known as sender.
Sender initiates the message and changes the behaviour of the receiver.
2. Message: It is a subject matter of any communication. It may involve any fact, idea, opinion
or information. It must exist in the mind of the sender if communication is to take place.
3. Encoding: The communicator of the information organises his idea into series of symbols
(words, signs, etc.) which, he feels will communicate to the intended receiver or receivers.
4. Communication channel: The sender has to select the channel for sending the information.
Communication channel is the media through which the message passes. It is the link that
connects the sender and the receiver.
5. Receiver: The person who receives the message is called receiver or receiver is the person to
whom the particular message is sent by the transmitter. The communication process is
incomplete without the existence of receiver of the message. It is a receiver who receives and
tries to understand the message.
ELEMENTS OF
COMMUNICATION
6. Decoding: Decoding is the process of interpretation of an encoded message into the
understandable meaning. Decoding helps the receiver to drive meaning from the message.
7. Feedback: Communication is an exchange process. For the exchange to be complete the
information must go back to whom from where it started (or sender), so that he can know the
reaction of the receiver. The reaction or response of the receiver is known as feedback.
8. Brain drain: On whole process there is a possibility of misunderstandings at any level and is
called brain drain. It may arise on sender side if they do not choose the adequate medium for
delivery of message, by using default channel and it may also arise when receiver does not
properly decode the message. In other words, we can say that it is breakdown of cycle at any
level.
Chapter-2
2.1 FORMS OF COMMUNICATION
2.1.1 FORMAL COMMUNICATION
2.1.2 GRAPEVINE/INFORMAL COMMUNICATION
2.2 BARRIERS OF COMMUNICATION
2.3 PRINCIPLES OF EFFECTIVE COMMUNICATION
2.4 GATEWAYS TO EFFECTIVE COMMUNICATION
2.5 SEVEN CS OF COMMUNICATION
2.5.1 SEVEN CS OF WRITTEN COMMUNICATION
2.5.2 SEVEN CS OF ORAL COMMUNICATION
2.1 FORMS OF COMMUNICATION
Communication is divided into external and internal communication. External
communications are those communications which are occurring outside the organization like
communication with other companies, with government, general public etc. Internal
communications are those which are inside the organization. Internal communications are
further divided into two parts, formal or official and informal.
 Formal: Formal communication flows along prescribed channels which all members
desirous of communicating with one another are obliged to follow.
 Informal: Along with the formal channel of communication every organization has an
equally effective channel of communication that is the informal channel often called
grapevine, because it runs in all directions—Horizontal, Vertical, Diagonal. It flows around
water cooler, down hallways, through lunch rooms and wherever people get together in
groups.
2.1.1 Formal Communication
ADVANTAGES
1. It passes through line and authority and consequently ensures the maintenance of
authority as well as accountability of the executives’ in-charge.
2. It helps to develop intimate relations between immediate boss and his subordinates.
3. It keeps uniformity in the dissemination of information.
4. It flows systematically and the information is trustworthy.
5. Source of information is known which creates harmony amongst the employees.
2.1.1 Formal Communication (cont.)
DISADVANTAGES
1. Increases the workload of various managers as communication is to be
transmitted through them.
2. Widens the communication gap between the executives and employees at the
lower level.
3. It is time consuming because it follows the scalar chain of authority. The
communication flows from one authority level to another and it takes too much
time.
 Forms of
Communication
2.1.1.1 Downward communication
When the communication flows from higher level to lower level, it is called downward communication.
Order, individual instructions, policy statements, circulars etc. fall under downward communication.
BENEFITS
1. Helps to explain to subordinates the organizational plans, policies program and procedures, work
methodology etc. necessary information for performing the job.
2. Helps to convey to the subordinates the expectations of management from them.
3. Acts as a mean to control the activities of the subordinates with active feedback.
4. Provides motivation to the subordinates.
PROBLEMS
1. Sometimes the message may be distorted in the transmission from one level to another level.
2. If a particular authority is not present on the time of passing information it may leads to delay in
transmission of the message.
3. Sometimes when the workload is unevenly distributed among the employees it creates overload or
unload of work which causes dissatisfaction among the employees.
2.1.1.2 Upward communication
This communication flows the message from subordinates to superiors. It is reverse of the
downward communication or communication flows from lower level to upper level.
BENEFITS
1. Provides feedback to the superiors.
2. Introduction of new schemes without unduly opposition from the employees.
3. Helps in to promote harmony between the management and the employees.
4. Problems and grievances are redressed.
PROBLEMS
1. Employees fear that their criticism may be interpreted as a sign of their personal weakness.
2. Bypassed superiors feel insulted which leads differences between the relationship of the
superiors and employees.
3. Great possibility of message distortion.
Methods/Channels of upward
communication
1. Subordinates tell their problem and through discussion find out the solution for a particular problem
with the help of superiors.
2. If employees having any complaint and suggestion about working environment, policy and
procedure, peer group etc., then they write to management without giving identification of themselves
and drop into the box. And the management frequently checks these grip boxes and find out the solution
of problem.
3. It is very effective method of upward communication. Organization celebrates their anniversary,
arrange sports meets for their employees, doing some kind of social welfare activities like plantation,
providing food for flood affected areas etc. are the mode of social gathering where superiors and
subordinates are at the same platform and share their emotions, feeling and thought more comfortably.
4. It is just opposite to grip box system. Here, identification of employee is not hidden. Any employee
can write directly to the higher level about the problem which he/she had.
5. It emphasizes in the psychological aspect of human being. A superior act as counselor and he
counsels the problem facing employees. Counseling does not mean that treating only problem facing
employees but also for the better prospect or how employees do better in their workplace.
 Horizontal/
Lateral
communication
2.1.1.3 Horizontal/Lateral
communication
This communication flows between persons at the same hierarchy level either of the same or other
department or division of the organization.
BENEFITS
1. It develops mutual trust and confidence amongst employees of same level which help in maintaining or
promote understanding between similar position holders of different departments.
2. If employees at similar position communicate to each other for a given task it will create or develop the
feeling of co-ordination among various departments.
PROBLEMS
1. Sometimes it creates rivalry among employees of various departments.
2. Proximity shows the liking and disliking of an employee who is near by another in respect of space.
Like in any organization HR department and Marketing department are near to each other then
Manufacturing department. So proximity exists between HR and Marketing department and they favour
each other as compared to Manufacturing department.
3. Biasing shows the liking and disliking of an employee due to religion, caste, family background,
personality etc.
Methods of horizontal
communication
1. Face-to-face discussion: When individual communicate directly to another. Face-to-
face communication minimizes the problem of misinterpretation and quick feedback
makes the communication more effectively.
2. Telephonic conversation: When the employees are busy with their work or they are
sited far from each other then telephonic conversation become more relevant against face
to face conversation. It saves time but sometimes congestion or disturbance and any
other obstacles create delay and distort the message.
3. Periodical meeting: Periodical meeting means meeting between employees on
weekly, monthly, quarterly, annually basis where all the members are assembled and
discuss on predetermined issues.
4. Memorandum: Memorandum is a written form of communication which transmits
between different departments in the same organisation. It is also called inter office letter.
2.1.1.4 Consensus
When a number of people irrespective of their status, sit down and confer with one another to
arrive at a decision acceptable to all, it is called consensus. The format of these
communications is predetermined and can not be altered.
Consensus involves consultation
1. Chief executive takes up the problem and analysis it to understand.
2. Collect additional facts and information.
3. Try to find out various means to solve it.
4. Find alternatives.
5. He contacts the members individually or invites them to a meeting.
6. Problem is spelled out to the members.
7. To carefully listen all members view.
8. Arrived at solution.
2.1.1.4 Consensus (cont.)
ADVANTAGES
1. Decisions are taken after consultation among various members; they find it easy to
accept them.
2. It promotes harmony among the members of the group. If any conflict and split
exits between members it will be carefully find out and try to solve it.
DISADVANTAGES
1. Member is forced to subscribe to a view he doesn’t hold.
2. Sometimes it may project the false image of management because members think
that management may not be able to handle their problem efficiently.
2.1.2
Grapevine/Informal
Communication
2.1.2 Grapevine/Informal Communication
Factor responsible for the grapevine phenomenon:
1. Feeling of certainty or lack of direction when the organization is passing through a
difficult period.
2. Feeling of inadequacy or lack of self confidence on the part of employee, leading to
the formation of gaps.
3. Formation of a clique or favoured group by the managers, giving other employees a
feeling of insecurity or isolation.
2.1.2 Grapevine/Informal Communication
MERITS
1. Under grapevine message travel or transmitted faster than any other form of communication
because group formation is based on individual’s own liking and disliking.
2. It supports other channels of communication.
3. Feedbacks are quickly comes out from this type of communication.
4. When an individual communicates with other individual through grapevine it will develop the
cohesiveness and maintain or promote harmony between members of group.
5. By using grapevine communication, employees feel emotional relief. Because they can
communicate with other without the feeling of inadequacy and without threat of higher authority.
DEMERITS
1. There is a great possibility of distortion of message between members of group.
2. Transmission of message depends upon willingness of sender and what method they used in
grapevine which causes sometimes transmission of incomplete information.
2.1.2 Grapevine/Informal Communication
How to make effective
1. The managers should try to spot the leaders. So the harmful rumours do not
reach the employees.
2. Involve the workers in the decision making process.
3. The management should immediately use the official channels to contradict the
rumours.
2.1.2.1 Forms of grapevine
communication
1. Single chain: In this type of chain ‘A’ tells
something to ‘B’ who tells it to ‘C’ and so on it
goes down the line. This type of
communication flows from one person to
another person through single chain or
communication flows one by one. When ‘A’
tells something to ‘B’ who tells it to ‘C’ and so
on. One interesting fact comes out from this
type of communication that when one person
passes certain information to other and they
treat the message as confidential or secret
which further communicated by another with
same feeling of confidentiality and secrecy.
2.1.2.1 Forms of grapevine
communication (cont.)
2. Star chain: In this type of chain person
speaks out and tells everyone the
information he/she has obtained. This
chain is often used when information or a
message regarding an interesting but non
job related nature is being conveyed.
Sometimes it also called gossip chain.
2.1.2.1 Forms of grapevine
communication (cont.)
3. Cluster chain: In this type of chain
‘A’ tells something to a few selected
individuals who again inform a few
selected individuals. And the information
flows in similar manner to other
individual.
2.1.2.1 Forms of grapevine
communication (cont.)
4. Probability chain: The probability
chain is a random process in which a
transmission of the information to other
in accordance with the laws of
probability and then these tell still others
in a similar manner. The chain may also
be called random.
2.1.2.2 Verbal communication
Verbal communication is when we communicate our message verbally to whoever is
receiving the message. It is of two types oral and written which had their own
advantages and disadvantages.
Oral communication: Oral communication is the communication where the message
or information exchanges by spoken words. It can be done by both face to face and also
through mechanical devices.
Written communication: Written communication is the communication where the
message or information exchanges by written words. Letter, telegraph, fax, e-mail are
examples of written communication. Written communication guarantees that everyone
concerned has the same information. It provides a long-lasting record of communication
for future. Written instructions are essential when the action called for is crucial and
complex. To be effectual, written communication should be understandable, brief,
truthful and comprehensive.
2.1.2.3 Non-verbal communication
Non-verbal communication is usually understood as the process of communication
through sending and receiving wordless messages.
Such messages can be communicated through gesture; body language or posture;
facial expression and eye contact; object communication such as clothing, hair styles
or even architecture; symbols and infographics.
Speech may also contain non-verbal elements known as paralanguage, including
voice quality, emotion and speaking style, as well as prosodic features such as rhythm,
intonation and stress.
Likewise, written texts have non-verbal elements such as handwriting style, spatial
arrangement of words, or the use of emotions.
Case Study-1
Rajan, an accountant, is a reliable employee of Paragon Plastics Ltd. Rajan can, always be
counted on to get his work done accurately and on time. He is punctual, works steadily and
gets along well with other people. He has been his current position of accounting specialist
for the last seven years, but the fact that he has not been promoted recently is of great
concern to him. The pay is good, his supervisor is fair and not overly demanding, his work
area is well-equipped, he likes the people he works with, and the Company treats its
employees well. Nevertheless, he looks forward to 5 p.m.! He is active outside the office
especially with hobbies and recreational pursuits. He is a member of the company hockey
and basketball teams, is a Boy Scout leader and dabbles in oil-painting. During the income-
tax season, he enjoys helping friends to complete their income tax returns.
Questions
1. Which of the needs in Maslow’s Hierarchy seem to be most important to Rajan?
2. Is job satisfaction important to Rajan?
3. How do their superiors take advantages from Rajan?
2.2 BARRIERS OF
COMMUNICATION
2.2 BARRIERS OF
COMMUNICATION
1. Wrong Choice of Medium
Each communication must be transmitted through an appropriate medium. An
unsuitable medium is one of the biggest barriers to communication.
Examples: When communication takes place in big organisation and departments or
division are far from each other.
If any manager wants to communicate with others for confidential matter then they
opt written communication as compared to other medium of communication.
So, it is required that medium should be accurate and if wrong or unsuitable medium
is selected than it leads to the biggest barrier to communication.
2.2 BARRIERS OF COMMUNICATION
(cont.)
2. Physical Barriers
• Noise—In factory, oral communication is rendered difficult by the loud noise of
machines.
• Electronic noise interferes in communication by telephone or loud speaker system.
• The word noise is also used to refer to all kind of physical interference like illegible
hand writing, bad photo-copies etc.
• Time and distance.
— Congestion in telephone and network facilities.
— People working in different shifts.
— Faulty seating arrangement in a hall.
2.2 BARRIERS OF COMMUNICATION
(cont.)
3. Semantic Barriers
• Denotation & Connotations
• Interpretation of words
Words have two types of meanings denotative and
A person interprets same word in a different meaning and connotative.
this will cause barrier between the communications. Denotative—The literal meaning of a word is
Murphy and Peck in their book ‘Effective Business called its denotative meaning.
Communication’ mentioned, the little word ‘run’ has It must inform and names objects without
71 meanings as a verb indicating any positive or negative.
35 as noun Connotative—It allows qualitative judgments and
personal reactions.
4 more as an adjective. Like—Honest, cheap, sincere etc.
• Bypassed instructions
Bypassing is said to have occurred if the sender and the
receiver of the message attribute different meanings to
the same word or use different words for the same
meaning.
“Take it to be our stockroom and burn it”
In official language “burn it” means to make more
copies of the same document.
 2.2 BARRIERS OF COMMUNICATION
(cont.)
4. Socio-Psychological Barriers
• Attitude and opinions • Status-consciousness
We are over-conscious of our lower or higher
The information which agrees with opinion and attribute rank and do not express ourselves candidly.
of the individual is favorable for that particular
individual.
• The source of information
• Emotions We react according to the trust we repose in the
It plays an important role in the act of communication. source from which the communication
originates.
If the sender is perplexed, worried, excited, afraid,
nervous then he will not be able to organize his message
properly. • Faulty transmission
Most of part in the message is lost in
• Closed Mind transmission.
A person with a closed mind is very difficult to
communicate with. We hold our opinion so rigidly that (In oral communication, something in the order
we just refuse to listen. of 30% of the information is lost in each
transmission.)
Case Study-2
You are the head of the appliances department in the production department of a big
enterprise. Laxman one of your employees, is continually socializing with the deputy
production manager. Laxman arranges his tea breaks with the deputy production manager and
takes him on long rides and fishing trips. Laxman is always getting information about changes
that are going to take place in your department before you do. The deputy production manager
shares crucial information about the department and the likely decisions with Laxman who
passes on the information to the operative employees. You apprehend that if this state of affairs
continues, you will not be able to introduce any change in your department because of
resistance by the operative employees. You have also noticed that Laxman does not pay any
attention to you. The employees in your department consider Laxman as ‘Mr. Climber’.
Questions
1. What do you think is the motivation behind Laxman’s behaviour?
2. Should the deputy production manager continue socialization with Laxman?
3. If you were the production manager, what action would you take in this situation?
2.3 PRINCIPLES OF EFFECTIVE
COMMUNICATION
It is very difficult to suggest a comprehensive list of vital features of system of communication. It
will depend on the specific needs of the situation. The following guidelines or principles may be
followed to achieve effective communication:
1. Clarity of message: The basic principle in communication is clarity. The message must be as
clear as possible. No vagueness should creep into it. The message can be conveyed properly only
if it is clearly formulated in the mind of the both sender and receiver.
2. Speed: A good system of communication must ensure a speedy transmission of message. The
time taken to transmit a message to its destination and speed of the communication system should
be considered on the basis of the urgency of communicating the message. If message not delivered
at time it create problem for organization.
3. Two-way process: Communication is the two-way process that provides feedback to the sender
from the receiver. Feedback refers to transmission of information concerning the effect of any act
of communication.
4. Reliability: Communication starts on the basis of belief. This atmosphere is built by
performance on the part of the expert. The receiver must have confidence in the sender. He must
have a high regard for the source’s competence on the subject
2.3 PRINCIPLES OF EFFECTIVE
COMMUNICATION (cont.)
5. Completeness: Every Communication must be complete as adequate. Incomplete messages
create misunderstanding, keep the receiver guessing and delay action.
6. Content: The message must be meaningful for the receiver, and it must be compatible with his
value system. It must have significance for him. In general, people select those items or
information which promises them the greatest rewards. The content determines the response of the
audience.
7. Accuracy: The communication medium should ensure accuracy in the transmission of
messages. Whatever medium chooses by the sender should be accurate for that particular kind of
information which they want to send.
8. Capability: Communication must take into account the capability of the audience.
Communications are most effective when they required the least effort on the part of the
recipients. This includes factors like reading ability and receiver knowledge.
9. Economy: The communication system should be as much economical as possible. But
efficiency of the system should not be sacrificed to achieve economy.
10. Secrecy: The communication system should ensure secrecy and there should be no leakage of
information. It becomes more essential when messages are of confidential nature.
2.4 GATEWAYS TO EFFECTIVE
COMMUNICATION
Developing and maintaining a system of communication is the key job of any manager.
The characteristics of a good communication system are discussed below:
1. Two-way channel: In communication, two parties are involved, namely, the sender or
transmitter, and the receiver of the message. An effective communication demands two-
way communication. It should be vertical, downward and upward. Therefore, a manager
should thus not only to inform, instruct and order but should also be prepared to listen,
understand and interprets.
2. Clarity of message: Clarity of facts, ideas, opinion in the mind of communicator
should be clear before communicating. According to Koontz and Donnell, “A
communication possesses clarity when it is expressed in a language and transmitted in a
way that can be comprehended by the receiver.”
3. Mutual trust: A communication system may be considered excellent when mutual
trust or understanding exists between sender and the receiver of the message. Existence of
healthy interpersonal relation between the seniors and their subordinates is also n
indicator of an adequate system of communication in any department or organization.
2.4 GATEWAYS TO EFFECTIVE
COMMUNICATION (cont.)
4. Timely message: Considerable attention should be given to the timeliness of
communication. Old information is worse than none at all.
5. Consistency of message: Consistency can be achieved if the communicator keeps
in his mind the objective, policies and program of the enterprise. It should not be
conflicting with the previous communications, otherwise, it would create confusion
and anarchy in the organization.
6. Good relations: The mode of communication should be chosen in such a manner
that it does not hurt the feelings of the receiver. It should create proper understanding
in their minds of the receiver which leads to develop and maintain the good
relationship among the receiver and the sender.
 2.5 SEVEN Cs OF
COMMUNICATION
2.5.1 Seven Cs of
Written
Communication
1. Clarity
Clarity of thought: It comes
from a careful
consideration of the
objective, content and
medium of communication.
2. Completeness
While answering a letter or in communication with
other make it sure that you have
answered the all question.
Checking for the five w’s questions. 2.5.1 Seven Cs
• Who of Written
• What
• When
Communication
• Where
• Why

3. Conciseness
• Include only relevant facts
• Avoid repetition
• Organise your message well.
4. Consideration
• Adopt the you-attitude
We-attitude You-attitude
I want to express my Thank you for
Sincere thanks for your kind words.
The good words….. 2.5.1 Seven Cs
• Avoid gender bias
Avoid Use of Written
Chairman Chair person
Policeman Police Sir/Madam
Communication
5. Courtesy
In business we must create friendliness with all those to whom
we write. Friendliness is inseparable from courtesy.
• Answer the letters promptly.
• Omit irritating expressions.
(You neglected, you irresponsible, you are unaware).
• Apologise sincerely for an omission/thank enormously for a
favour.
6. Correctness
• Give correct facts.
• Send your message at the correct time.
• Send your message in the correct style. 2.5.1 Seven Cs
of Written
7. Concreteness Communication
• Always use specific fact and figures.
• Message should be definite and vivid.
• Avoid exaggeration.
According to Francis J. Bergin, a person engaged in
oral communication must remember seven Cs.
And these are as follows:
1. Clear: An oral communication become effective when the
message is clear for the audience or receiver as the sender wants to
convey. Oral messages are often misunderstood because the speaker
does not talk distinctly. So, for this purpose clear pronunciation is
very much required. To minimize this kind of problem a speaker tries
to workout on different, lengthy and unusual words for clear
pronunciation. 2.5.2 Seven Cs of
2. Concise: Many people enjoy while talking and sometimes oral
communication suffers from the problem of over communication. But
when the speaker keeps on talking for long, his/her message will be
Oral
distracted. So it will be advisable to speakers to try to keep the
message as brief as possible without changing the real message.
Communication
3. Complete: Like written communication in oral communication
also, completeness required. While communicating with other makes
it sure that you have paid attention on below questions. Checking for
the five w’s questions.
• Who
• What
• When
• Where
• Why
4. Correct: In oral communication correctness means
the source of information or from where you get
information is right or trustworthy source. Because if
your source of information is correct than the others
generate faith on the speakers and listen them carefully.
5. Concrete: For making oral communication
effectively speakers should use specific fact and ideas
and also avoid exaggerating of any information. They 2.5.2 Seven Cs of
try to choose appropriate words which are not affecting
a particular individual, society, culture or nation. Oral
6. Courtesy: Courtesy involves you-attitude. Use polite
words for oral communication. Tries to avoid irritating
Communication
expression, sincerely apologies for any mistake, do not
use any discriminatory expressions which are related to
individual people, race, ethics, origin, physical
appearance etc.
7. Candid: When the speaker chooses the candid
approaches, its mean that their message should be
straight, open, frank, outspoken. But not hurting
particular individual.
QUESTIONS??