business comm notes

7/29/2019 Business Comm Notes

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COMMUNICATION SKILLS

Course objectives

The main objective of this course is to transform the students into better communicators. Thiscourse seeks to give adequate coverage of the basic principles and concepts of communication

necessary for management students. It helps the students to understand the different forms of

communication, the intricacies of formal and informal communication, oral and writtencommunication and also be able to understand non verbal communication.

Learning outcomes

Student will describe the components of communication.

Student will understand the formal communication network in an organization.

Student will describe the features of grapevine and be able to manage it.

Student will understand legal and ethical dimensions of communication.

Student wil easily be able to understand non verbal messeges.

Student will be able to communicate effectively in a multi cultural environment.

Student will be able to plan, conduct and participate in business meetings.

Student will become efficient in written and oral communication.

Course Content

1. Meaning, importance and purpose of Communication

2. Process of Communication

3. Communication in Organization

4. Management of Communication

5. Barriers to effective communication

6. Report writing

7. Communication technology & its Impact on Office Procedures and

Automation.

Taught by Prof Farha Hassan


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Chapter 1

Meaning, importance and purpose of communication

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 arepertoire 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 which

means make common, that means sharing of information, or intelligence.

Effective communication is all about conveying your messages to other people clearly and

unambiguously. It's also about receiving information that others are sending to you, with as littledistortion as possible. Doing this involves effort from both the sender of the message and the

receiver. And it's a process that can be fraught with error, with messages muddled by the sender,

or misinterpreted by the recipient. When this isn't detected, it can cause tremendous confusion,

wasted effort and missed opportunity.

In fact, communication is only successful when both the sender and the receiver understand the

same information as a result of the communication. By successfully getting your message across,you convey your thoughts and ideas effectively. When not successful, the thoughts and ideas that

you actually send do not necessarily reflect what you think, causing a communications

breakdown and creating roadblocks that stand in the way of your goals both personally andprofessionally.

In a recent survey of recruiters from companies with more than 50,000 employees,communication skills were cited as the single more important decisive factor in choosing

managers. The survey, conducted by the University of Pittsburghs Katz Business School, points

out that communication skills, including written and oral presentations, as well as an ability towork with others, are the main factor contributing to job success.

In spite of the increasing importance placed on communication skills, many individuals continue

to struggle, unable to communicate their thoughts and ideas effectively whether in verbal or

written format. This inability makes it nearly impossible for them to compete effectively in theworkplace, and stands in the way of career progression.


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Being able to communicate effectively is therefore essential if you want to build a successful

career. To do this, you must understand what your message is, what audience you are sending it

to, and how it will be perceived. You must also weigh-in the circumstances surrounding yourcommunications, such as situational and cultural context.

Communication is a process whereby information is enclosed in a package and is channeled andimparted 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 tocommunicate 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 andinterpersonal 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, anoffice 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, thecommunication 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 behavior.

Business Communication

Communication used to promote a product, service, or organization; relay information within thebusiness; or deal with legal and similar issues. It is also a means of relying between a supply

chain, for example the consumer and manufacturer.


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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 managedmessage 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. Communicationin 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 Profitability in creases

Opportunities available in the market can be known easily

Saves time

The employee turn over will be less

Customer interaction is better

Dissemination and collection of information is easier.


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Objectives of Communication

Communication is an important tool or instrument to achieve the purpose and goals of aninstitution.

1. InstructionInstruction 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 & TrainingEducation 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 andtraining 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.MotivationMotivation 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 andare 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

It involves 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 andsupervisors when employees do good work and make achievements creates a good attitude

among the staff.

8. Complaints

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


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an organization, minor complaints may be adjusted by oral communication. In commercial

transactions, it is necessary to make complaints in writing.

9. Discussions

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. Discussionsamong persons of equal status have an educative value, and are used in training programs.

Chapter 2

PROCESS OF COMMUNICATION

Introduction

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 communicateor share is felt. Different vehicles/channels were identified and subsequently improved for the

purpose of transmission of ideas and concepts.

Definitions

Communication is an exchange of facts,ideas, opinions or emotions by two or morepersons.

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

Communication is a process of Informationand understanding for one person toanother.

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


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process. They also become aware of each others thoughts and opinions on the topic being

communicated.

3. Communication is a two-way process: Communication is complete only when the sendergets 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 certainprocess 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 ofsaying. 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.


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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 receivers response to ourcommunication.

In written communication feedback is slow. Whereas in face-to-face communication, the

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 results of the surveysare useful to modify or improve the programs. The important requirement for getting a

successful feedback is to be a patient listener.

Chapter 3

Communication in Organization

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 Organization

An Organization 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 Businesscommunication into two areas:


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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 ofeliciting 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. Thecommonality 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 canfunction. 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

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 shouldbe 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?


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(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 thedistance , 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 theofficial 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 casualconversation 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 alsodiscussed. 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 todays communicationsystems will not meet the demands of tomorrow. So there is a need for constant review and

modification.


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Chapter 4

MANAGEMENT OF COMMUNICATION IN ORGANISATIONS

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 torecall 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.

Methods of Communication

Broadly the Process of Communication can be classified into following methods

1. Verbal Communication

2. Non verbal Communication

1. Verbal communication

When words are used in speech, writing, reading etc to communicate, it is called Verbal

Communication. This included both Oral and Written communication.

Oral Communication

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

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

Advantages

Oral Communication 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

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.


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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 fearof 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 ispossible 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 interestedor 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 receiveris 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 questionsto 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 togiving a presentation. It can be a sales talk to introduce a new product and advertise it or


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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 listenersunderstand 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 caresince 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 communiqu 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 theorganization if the error is big.

Types of Written Communication

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.


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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. Amemo 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 forreference 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 ina report. It can be detailed or brief.

2. Non verbal communication

Nonverbal communication is a rapidly flowing back-and-forth process. Successful nonverbalcommunication depends on emotional self-awareness and an understanding of the cues youre

sending, along with the ability to accurately pick up on the cues others are sending you. This

requires your full concentration and attention. If you are planning what youre going to say next,

daydreaming, or thinking about something else, you are almost certain to miss nonverbal cuesand other subtleties in the conversation. You need to stay focused on the moment-to-moment

experience in order to fully understand whats going on.

Nonverbal communication is the process of communication through sending and receiving

wordless messages. i.e., language is not the only source of communication, there are other means

also. NVC can be communicated through gestures and touch (Haptic communication), by body

language or posture, by facial expression and eye contact. NVC can be communicated throughobject communication such as clothing, hairstyles or even architecture, symbols and

infographics. Speech contains nonverbal elements known as paralanguage, including voice

quality, emotion and speaking style, as well as prosodic features such as rhythm, intonation andstress. Dance is also regarded as a nonverbal communication. Likewise, written texts have

nonverbal elements such as handwriting style, spatial arrangement of words, or the use of

emoticons.


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Clothing and bodily characteristics

Uniforms have both a functional and a communicative purpose. This man's clothes identify himas male and a police officer; his badges and shoulder sleeve insignia give information about his

job and rank.

Elements such as physique, height, weight, hair, skin color, gender, odors, and clothing send

nonverbal messages during interaction. For example, a study[2], carried out in Vienna, Austria,

of the clothing worn by women attending discothques showed that in certain groups of women(especially women which were in town without their partners) motivation for sex, and levels of

sexual hormones, were correlated with aspects of the clothing, especially the amount of skin

displayed, and the presence of sheer clothing, e.g. at the arms. Thus, to some degree, clothing

sent signals about interest in courtship.

Physical environment

Environmental factors such as furniture, architectural style, interior decorating, lightingconditions, colors, temperature, noise, and music affect the behavior of communicators during

interaction. The furniture itself can be seen as a nonverbal message

Proxemics: Physical space in communication

Proxemics is the study of how people use and perceive the physical space around them. The

space between the sender and the receiver of a message influences the way the message is

interpreted.

The perception and use of space varies significantly across cultures and different settings within

cultures. Space in nonverbal communication may be divided into four main categories: intimate,

social, personal, and public space.

4 such territories have been identified:

1. Primary territory: this refers to an area that is associated with someone who has exclusive

use of it. For example, a house that others cannot enter without the owners permission.

2. Secondary territory: unlike the previous type, there is no right to occupancy, but people

may still feel some degree of ownership of a particular space. For example, someone may sit inthe same seat on train every day and feel aggrieved if someone else sits there.

3. Public territory: this refers to an area that is available to all, but only for a set period, such

as a parking space or a seat in a library. Although people have only a limited claim over thatspace, they often exceed that claim. For example, it was found that people take longer to leave a

parking space when someone is waiting to take that space.

4. Interaction territory: this is space created by others when they are interacting. Forexample, when a group is talking to each other on a footpath, others will walk around the group

rather than disturb it.

Chromatics: Time in communication


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Chromatics is the study of the use of time in nonverbal communication. The way we perceive

time, structure our time and react to time is a powerful communication tool, and helps set thestage for communication. Time perceptions include punctuality and willingness to wait, the

speed of speech and how long people are willing to listen. The timing and frequency of an action

as well as the tempo and rhythm of communications within an interaction contributes to theinterpretation of nonverbal messages. Gudykunst & Ting-Toomey (1988) identified 2 dominant

time patterns:

Example: Monochromic Time

A monochromic time system means that things are done one at a time and time is segmented into

precise, small units. Under this system time is scheduled, arranged and managed.The United States is considered a monochromic society.

Posture

Posture can be used to determine a participants degree of attention or involvement, the

difference in status between communicators, and the level of fondness a person has for the othercommunicator. Studies investigating the impact of posture on interpersonal relationships suggest

that mirror-image congruent postures, where one persons left side is parallel to the others right

side, leads to favorable perception of communicators and positive speech; a person who displaysa forward lean or a decrease in a backwards lean also signify positive sentiment during

communication. Posture is understood through such indicators as direction of lean, body

orientation, arm position, and body openness.

Gestures

A gesture is a non-vocal bodily movement intended to express meaning. They may be articulatedwith the hands, arms or body, and also include movements of the head, face and eyes, such as

winking, nodding, or rolling ones' eyes. The boundary between language and gesture, or verbal

and nonverbal communication, can be hard to identify.

Although the study of gesture is still in its infancy, some broad categories of gestures have beenidentified by researchers. The most familiar are the so-called emblems or quotable gestures.

These are conventional, culture-specific gestures that can be used as replacement for words, such

as the handwave used in the US for "hello" and "goodbye". A single emblematic gesture canhave a very different significance in different cultural contexts, ranging from complimentary to

highly offensive.

Another broad category of gestures comprises those gestures used spontaneously when we speak.

These gestures are closely coordinated with speech. The so-called beat gestures are used inconjunction with speech and keep time with the rhythm of speech to emphasize certain words or

phrases. These types of gestures are integrally connected to speech and thought processes. Other

spontaneous gestures used when we speak are more contently and may echo or elaborate the
http://en.wikipedia.org/wiki/Human_positionhttp://en.wikipedia.org/wiki/Interpersonalhttp://en.wikipedia.org/wiki/Gesturehttp://en.wikipedia.org/wiki/Winkhttp://en.wikipedia.org/wiki/Human_positionhttp://en.wikipedia.org/wiki/Interpersonalhttp://en.wikipedia.org/wiki/Gesturehttp://en.wikipedia.org/wiki/Wink


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meaning of the co-occurring speech. For example, a gesture that depicts the act of throwing may

be synchronous with the utterance, "He threw the ball right into the window."

Gestural languages such as American Sign Language and its regional siblings operate ascomplete natural languages that are gestural in modality. They should not be confused with

finger spelling, in which a set of emblematic gestures are used to represent a written alphabet.

Gestures can also be categorised as either speech-independent or speech-related. Speech-

independent gestures are dependent upon culturally accepted interpretation and have a directverbal translation. A wave hello or a peace sign are examples of speech-independent gestures.

Speech related gestures are used in parallel with verbal speech; this form of nonverbal

communication is used to emphasize the message that is being communicated. Speech relatedgestures are intended to provide supplemental information to a verbal message such as pointing

to an object of discussion.

Gestures such as Mudra (Sanskrit) encode sophisticated information accessible to initiates that

are privy to the subtlety of elements encoded in their tradition.

Haptic: Touching in communication

Haptic is the study of touching as nonverbal communication. Touches that can be defined as

communication include handshakes, holding hands, kissing (cheek, lips, hand), back slapping,

high fives, a pat on the shoulder, and brushing an arm. Touching of oneself may include licking,

picking, holding, and scratching. These behaviors are referred to as "adaptor" and may sendmessages that reveal the intentions or feelings of a communicator. The meaning conveyed from

touch is highly dependent upon the context of the situation, the relationship between

communicators, and the manner of touch.

Improving your nonverbal communication skills

Before you can improve your nonverbal communication skills, you need to figure out what

youre doing right and where there is room for improvement. The most effective method is to

observe yourself in action:

Video camera Videotape a conversation between you and a partner. Set the camera torecord both of you at the same time, so you can observe the nonverbal back-and-forth.

When you watch the recording, focus on any discrepancies between your verbal and

nonverbal communication.

Digital camera Ask someone to take a series of photos of you while youre talking tosomeone else. As you look through the photos, focus on you and the other persons body

language, facial expressions, and gestures.

Audio recorder Record a conversation between you and a friend or family member. As

you listen to the recording afterwards, concentrate on the way things are said, rather than

the words. Pay attention to tone, timing, pace, and other sounds.
http://en.wikipedia.org/wiki/Mudrahttp://en.wikipedia.org/wiki/Haptic_communicationhttp://en.wikipedia.org/wiki/Handshakehttp://en.wikipedia.org/wiki/High_fivehttp://en.wikipedia.org/wiki/Mudrahttp://en.wikipedia.org/wiki/Haptic_communicationhttp://en.wikipedia.org/wiki/Handshakehttp://en.wikipedia.org/wiki/High_five


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Top 10 Nonverbal Communication Tips

Good communication skills can help you in both your personal and professional life. Whileverbal and written communication skills are important, research has shown that nonverbal

behaviors make up a large percentage of our daily interpersonal communication. How can you

improve your nonverbal communication skills? The following top ten tips for nonverbalcommunication can help you learn to read the nonverbal signals of other people and enhance

your own ability to communicate effectively.

1. Pay Attention to Nonverbal Signals

People can communicate information in numerous ways; so pay attention to things like eye

contact, gestures, posture, body movements, and tone of voice. All of these signals can conveyimportant information that isn't put into words. By paying closer attention to other people's

nonverbal behaviors, you will improve your own ability to communicate nonverbally.

2. Look for Incongruent Behaviors

If someone's words do not match their nonverbal behaviors, you should pay careful attention. Forexample, someone might tell you they are happy while frowning and staring at the ground.

Research has shown that when words fail to match up with nonverbal signals, people tend to

ignore what has been said and focus instead on nonverbal expressions of moods, thoughts, andemotions.

3. Concentrate on Your Tone of Voice When Speaking

Your tone of voice can convey a wealth of information, ranging from enthusiasm to disinterest to

anger. Start noticing how your tone of voice affects how others respond to you and try using toneof voice to emphasize ideas that you want to communicate. For example, if you want to showgenuine interest in something, express your enthusiasm by using an animated tone of voice.

4. Use Good Eye Contact

When people fail to look others in the eye, it can seem as if they are evading or trying to hide

something. On the other hand, too much eye contact can seem confrontational or intimidating.While eye contact is an important part of communication, it's important to remember that good

eye contact does not mean staring fixedly into someone's eyes. How can you tell how much eye

contact is correct? Some communication experts recommend intervals of eye contact lasting four

to five seconds.

5. Ask Questions about Nonverbal Signals

If you are confused about another person's nonverbal signals, don't be afraid to ask questions. A

good idea is to repeat back your interpretation of what has been said and ask for clarification. An

example of this might be, "So what you are saying is that..."


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6. Use Signals to Make Communication More Effective and Meaningful

Remember that verbal and nonverbal communication work together to convey a message. You

can improve your spoken communication by using nonverbal signals and gestures that reinforceand support what you are saying. This can be especially useful when making presentations or

when speaking to a large group of people.

7. Look at Signals as a Group

A single gesture can mean any number of things, or maybe even nothing at all. The key to

accurately reading nonverbal behavior is to look for groups of signals that reinforce a commonpoint. If you place too much emphasis on just one signal out of many, you might come to an

inaccurate conclusion about what a person is trying to communicate.

8. Consider Context

When you are communicating with others, always consider the situation and the context in whichthe communication occurs. Some situations require more formal behaviors that might be

interpreted very differently in any other setting. Consider whether or not nonverbal behaviors are

appropriate for the context. If you are trying to improve your own nonverbal communication,concentrate on ways to make your signals match the level of formality necessitated by the

situation.

9. Be Aware That Signals Can be Misread

According to some, a firm handshake indicates a strong personality while a weak handshake is

taken as a lack of fortitude. This example illustrates an important point about the possibility of

misreading nonverbal signals. A limp handshake might actually indicate something else entirely,such as arthritis. Always remember to look for groups of behavior. A person's overall demeanor

is far more telling than a single gesture viewed in isolation.

10. Practice, Practice, Practice

Some people just seem to have a knack for using nonverbal communication effectively and

correctly interpreting signals from others. These people are often described as being able to "read

people." In reality, you can build this skill by paying careful attention to nonverbal behavior and

practicing different types of nonverbal communication with others. By noticing nonverbalbehavior and practicing your own skills, you can dramatically improve your communication

abilities.

Chapter 5

BARRIERS TO EFFECTIVE COMMUNICATION

Introduction


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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 thesmooth 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 are also referred as noise. According to therole observed by the two participants, can categorize 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 notfeel 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 theresponsibility lies with the sender, as he should ensure that all channels are free of noise beforecommencing 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 theconversation 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 provesfutile. This problem could arise in the overall meaning of the message.

Over and Under-Communication


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The quantum of communication should be just right. Neither should there be excess information

nosrt 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 norepetitions 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 sortsof 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. Thoughtslike last time he said this.or Last time he did thiscan 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 andcolleagues. 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 Empathize

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 referredas establishing sender credibility.

Time your message carefully

Different occasions and different hours necessitate a change in the encoding of the message. Thesender 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 inrelation to the situation and they impart it.

Reinforce Words with Action


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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 moreaccurate and thorough.

Once all barriers to communication have been overcome, communication, it is said, has beenmeaningful 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 absorbinghe information. He is equally to blame if the situation goes awry and communication comes to a

stop, or there is miscommunication.

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.

Tendency 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, listeningcannot 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 startedencouraging 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 upwardtraversing 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 ofcompany policy takes care of ego problems that may arise if this is not the accepted norm.


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Resistance to Change

Flexibility is most important factor in communication process. Fixed ideas, coupled with anunwillingness 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. Tryingto 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. Theminute 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 understandor 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.

Chapter 6

REPORT WRITINGA 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 WS 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 fiveWs 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 situation5. Where? : The place of the situation.


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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 aspossible. 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 are two types of reports.

1. Informational2. 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 informallyconvey s the required information.

Formal Report: This is prepared in prescribed form in an organization, an

institute presented to the prescribed authority. For ex: Directors 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 merestatement 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 makesrecommendation to solve the problem. For Ex. If the report delves into the causes


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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 todisastrous 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 thecost of clarity. The report should not be unnecessarily long. Include everything but be brief.


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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 fortechnical experts.

7. Clarity: A good report is absolutely clear. The reader should not have any problem inunderstanding 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 persons for whom it is meant, thefacts 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, personalobservation, 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 andmore 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, thefacts 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. Itshould 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.


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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 appearsat 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 writingauthority. 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. Acknowledgements: 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 thefollowing:

List of references: Sometimes other written material is used and quoted in thereport 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 includeworkds 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.


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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 alongwith the page number on which they will appear.

Chapter 7

COMMUNICATOIN TECHNOLOGY & ITS IMPACT ON

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. Somemedia 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 muchfaster 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 preciseand 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 thanordinary 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 obviouslyaffecting 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 messageswith 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


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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 ofthe 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 mostuseful 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 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 receivinginformation 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-enabledphones, 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 touchwith the office from wherever they are.


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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 answeredlater, 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 mostfrequently 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 onto 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 receivers

email inbox and can be read at any time. In order to send an e-mail one should know therecipients 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


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the chain of command for vertical communication.

A sub-ordinates 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 orthe 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 largefiles 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 andequipment 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 morefrequently.

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 anddesign of the internet enable users to:

connect easily through an ordinary personal computer and local telephone line,


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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,

publicize 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 consists 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 soundand pictures simultaneously over the internet.

Computers

We do not see even a single office without having a computer. Infact just a tabletopcomputer itself is treated as an office. One should agree to the fact that the entire world isconnected 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 mediafunctions. 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 andmaintained and easily updated.

Electronic mail, Voice mail, Videoconferencing, and multimedia facility allow all formsof 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.


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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 byusing 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 upgradetheir equipment and buy latest software for more advanced tasks.

Supplementary material

1. Ice Breakers

Ice Breakers can be an effective way of starting a training session or team-building event. Asinteractive and often fun sessions run before the main proceedings, they help people get to

know each other and buy into the purpose of the event.

If an ice breaker session is well-designed and well-facilitated, it can really help get things offto a great start. By getting to know each other, getting to know the facilitators and learning

about the objectives of the event, people can become more engaged in the proceedings and so

contribute more effectively towards a successful outcome.

But have you ever been to an event when the ice breaker session went badly? Just as a great

ice breaker session can smooth the way for a great event, so a bad ice breaker session can bea recipe for disaster. A bad ice breaker session is at best simply a waste of time, or worse an

embarrassment for everyone involved.

As a facilitator, the secret of a successful icebreaking session is to keep it simple: Design thesession with specific objectives in mind and make sure the session is appropriate and

comfortable for everyone involved.

This article helps you think through the objectives of your ice breaker session, and then

suggests various types of ice breaker you might use. As a facilitator, make sure your ice

breakers are remembered for the right reasons as a great start to a great event!When to Use Icebreakers

As the name suggests, an ice breaker session is designed to break the ice at an event or

meeting. The technique is often used when people who do not usually work together, or maynot know each other at all, meet for a specific, common purpose.

Consider using an ice breaker when:

* Participants come from different backgrounds.

* People need to bond quickly so as to work towards a common goal.* Your team is newly formed.


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* The topics you are discussing are new or unfamiliar to many people involved.

* As facilitator you need to get to know participants and have them know you better.

So Whats the Ice?

When designing your ice breaker, think about the ice that needs to be broken.

If you are bringing together like-minded people, the ice may simply reflect the fact thatpeople have not yet met.

Polish your leadership skills!

If you are bringing together people of different grades and levels in your organization for an

open discussion, the ice may come from the difference in status between participants.

If you are bringing together people of different backgrounds, cultures and outlooks for workwithin your community, then the ice may come from peoples perceptions of each other.

Youll need to handle these differences sensitively. Only focus on whats important to your

event. (Remember, you want to break some ice for your event, not uncover the whole

iceberg, or bring about world peace!)

And as you move on to design and facilitate the event, its always best to focus on

similarities (rather than differences), such as a shared interest in the events outcome.

Designing Your Icebreaker

The key to a successful ice breaker is to make sure the ice breaker is specifically focused on

meeting your objectives and appropriate to the group of people involved.

Once you have established what the ice is, the next step is to clarify the specific objectives

for your ice breaker session.

For example, when meeting to solve problems at work, the ice breaker objectives may be:

To establish a productive working environment for todays event with good participationfrom everyone involved, irrespective of their level or job role in the organization.

With clear objectives, you can start to design the session. Ask yourself questions about howyou will meet your objectives. For example:

* How will people become comfortable with contributing?* How will you establish a level playing field for people with different levels and jobs?

* How will you create a common sense of purpose?

These questions can be used as a check list once you have designed the ice breaker session:


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Will this ice breaker session help people feel comfortable establish a level playing

field etc

As a further check, you should also ask yourself how each person is likely to react to the

session. Will participants feel comfortable? Will they feel the session is appropriate andworthwhile?

Example Ice Breakers

There are many types of ice breakers, each suited to different types of objectives. Here we

look at a few of the more popular types of ice breakers and how they can be used.

Introductory Ice Breakers

Introductory ice breakers are used to introduce participants to each other and to facilitate

conversation amongst the participants.

The Little Known Fact: Ask participants to share their name, department or role in theorganization, length of service, and one little known fact about themselves.

This "little known fact" becomes a humanizing element that can help break down differences

such as grade / status in future interaction.

True or False: Ask your participants to introduce themselves and make three or four

statements about themselves, one of which is false. Now get the rest of the group to vote on

which fact is false.

As well as getting to know each other as individuals, this ice breaker helps to start interaction

within the group.

Interviews: Ask participants to get into twos. Each person then interviews his or her partner

for a set time while paired up. When the group reconvenes, each person introduces their

interviewee to the rest of the group.

Problem Solvers: Ask participants to work in small groups. Create a simple problem

scenario for them to work on in a short time. Once the group have analyzed the problem and

prepared their feedback, ask each group in turn to present their analysis and solutions to thewider group.

Tip:

Choose a fairly simple scenario that everyone can contribute to. The idea is not to solve a real

problem but to warm up the group for further interaction or problem solving later in the

event. The group will also learn each other's styles of problem-solving and interaction.

Team-Building Ice Breakers


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Team-building ice breakers are used to bring together individuals who are in the early stages

of team building. This can help the people start working together more cohesively towards

shared goals or plans.

The Human Web: This ice breaker focuses on how people in the group inter-relate and

depend on each other.

The facilitator begins with a ball of yarn. Keeping one end, pass the ball to one of the

participants, and the person to introduce him- or her-self and their role in the organization.Once this person has made their introduction, ask him or her to pass the ball of yarn on to

another person in the group. The person handing over the ball must describe how he/she

relates (or expects to relate) to the other person. The process continues until everyone is

introduced.

To emphasis the interdependencies amongst the team, the facilitator then pulls on the starting

thread and everyone's hand should move.

Ball Challenge: This exercise creates a simple, timed challenge for the team to help focus on

shared goals, and also encourages people to include other people.

The facilitator arranges the group in a circle and asks each person to throw the ball across the

circle, first announcing his or her own name, and then announcing the name of the person towhom they are throwing the ball (the first few times, each person throws the ball to someone

whose name they already know.) When every person in the group has thrown the ball at least

once, its time to set the challenge to pass the ball around all group members as quickly as

possible. Time the process, then ask the group to beat that timing. As the challengeprogresses, the team will improve their process, for example by standing closer together. And

so the group will learn to work as a team.

Hope, Fears and Expectations: Best done when participants already have a good

understanding of their challenge as a team. Group people into 2s or 3s, and ask people to

discuss their expectations for the event or w

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