Business Communication Module 1 Notes.pdf

Business Communication Notes

1. MODULE 1: BASICS OF COMMUNICATION
Syllabus
BASICSOFCOMMUNICATION-Meaning,elements,Barriersincomm.&overcoming
barriers,Comm.process/cycle,Typesofcomm.-Formal&Informal.,Advantages&
disadvantagesofformalcomm,Advantages&disadvantagesofinformalcomm,Developing
Listening skills, How to become a good speaker.
WHAT IS COMMUNICATION?
CommunicationhasbeenderivedfromtheLatinword“communis”whichmeans“common”
which subsequently indicates the common understanding.
Communication has been defined differently in various ways by different people.
1.AccordingtoLouisAllen,“Communicationisthesumofallthingsonepersondoeswhen
hewantstocreateunderstandinginthemindofanother.Itinvolvesasystematicand
continuous process of telling, listening, and understanding.”
2.AccordingtoHaroldKoontzandHeinzWeihrich,“Communicationistransferof
informationfromthesendertothereceiverwiththereferencewiththeinformationbeing
understood by the receiver.
3.“Communicationisaprocessbywhichpeoplecreateandshareinformationwithone
another in order to reach common understanding” –Rogers
4.“Communicationisanexchangeoffacts,ideas,opinionsoremotionsbetweentwoor
more people.” –W.H. Newman & C.F. Gummer
5.“Communicationissomethingsosimpleanddifficultthatwecanneverputitinsimple
words”-T.S. Mathew.
6.“Communicationmaybebroadlydefinedastheprocessofmeaning,interactionamong
humanbeings.Moreespecially,itistheprocessbywhichmeaningisperceivedand
understanding is reached among human beings” –D.E.McFarland.
ELEMENTS OF COMMUNICATION
Communicationisanentireprocess.Italsohasitselementswhicharelistedbelowwith
explanations:
1.Senders:Sendermeansapersonwhoinitiatesthecommunicationandconveysitsideas
to the receiver. It is the source of the process.
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2.Message:Thecontent,ideas,emotions,suggestions,orderallfallunderthiselementof
communication.
3.Encoding:Themethodtoconvertthemessageintocommunicationsyllableslikepicture,
word, gestures, etc.
4.Media:Thetrailalongwhichtheencodedmessageistransmittedtothereceiver.The
channel could be written, face-to-face, calls or any suitable manner.
5.Decoding:Theoppositeoftheencodingprocess,theconversionoftheencodedsyllables
is done by the receiver.
6.Receiver:Thelastpersoninthechainwhofinallyreceivesthemessagefromthesender
and takes an action as per requirement.
7.Feedback:Itcumulativelyinvolvesalltheactionsofthereceiverindicatingthathe
received and understood the message by senders.
8.Noise:Theobstructionorhindranceintheentireprocessinthecommunication.This
hindrance might be caused by the sender, receiver or the message.
9.Thewholecommunicationprocessismoreefficientlyexplainedbythefollowingflow
chart:
COMMUNICATION PROCESS
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3. MODULE 1: BASICS OF COMMUNICATION
Noise: The hindrance can be caused by various factors in the communication process. Few
examples are as listed below:
1. Ambiguous symbols causing a fault in code
2. An inattentive receiver
3. Poor connection over phones
4. Fault during decoding
5. Prejudices obstruct the poor understanding
6. Gestures and postures might lead to confusion
PROCESS OF COMMUNICATION: STEP-WISE EXPLANATION
Step1:Formulatethemessage:Sendersendsthemessageinitiatingtheprocessby
sudden impulse
Step2:Encodingofthemessage:Everyhumanlanguagecanbeconsideredasacode.All
we need is a code to communicate with the receiver.
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Step3:Choosingthemediumoftransmission:Thenextstepwillbechoosingthe
methodviatransmissionthatneedstobecarriedoutwhetherit’sover-call,facetoface,
e-mails, or letter as suitable.
Step4:Decodingthemessage:Theprimefocusisthatthereceiverunderstandsthe
message as sent by the sender’s side. Any fault may result in hindrance.
Step 5: Successful receiving:The message is successfullyreceived and understood.
Step6:Feedback:Assoonasthereceiverreceivesthemessageandunderstandsit,an
expectedactionisneededtobetaken.Andthesenderistobeinformedbythereceiver
regarding something similar, it is called feedback.
IMPORTANCE OF COMMUNICATION
Formanagerialactivities,communicationisthemostcentralaspect.Effectivenessofa
managerdependspredominantlyonhisabilitytocarryoutthecommunicationprocess.
The importance of communication in management can be judged from the following:
1.Actasfoundationsofcoordinations:Thecommunicationlaysfoundationproviding
the coordination among departments, activities, and persons in the organizations.
2.EnablesinsmoothworkingofanEnterprise:Itunrestrictedworkingoftheenterprise.
Allorganizationalinteractionsdependuponcommunications.Communicationisbasictoan
organization’sexistence–rightfromitsbeginning.Whencommunicationstops,organized
activity ceases to exist.
3.Foundationofdecisionmaking:Inthisabsence,itmaynotbepossibleforthe
managerstotakeanydecision.Onlyonthebasisofcommunicationofrelatableinformation
one can make the right decision.
4.Increasesmanagerialefficiency:Themanagementconveystheobjectivesandtargets,
issuesinstructions,findingjobsandresponsibilitiesandanalysestheperformanceof
subordinates. Communication facilitates fi ne working of the organizations.
5.Establishedeffectiveleadership:Itinstigatesthesubordinateswhichinfluencesthem
and leaders(manager) have to have good communication skills.
6.Boostingthemorale:Aneffectiveimplementationofcommunicationprocessamongthe
subordinatesandsuperiorsenablesmanagementtoboosttheconfidenceoftheir
employees. Communication helps to boost morale of employees and managers.
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7.Promotescooperation&industrialpeace:Efficientcommunicationaimstoprovide
finestmanagement.Communicationisabi-wayforpromotioni.e.cooperationandmutual
understanding between and employees.
PURPOSE OF COMMUNICATION
1.Forinstruction:Theinstructivefunctionunvaryingandimportantlydealswiththe
commandingnature.Itismoreorlessofdirectivenature.Underthis,the
communicatortransmitswithnecessarydirectivesandguidancetothenextlevel,so
astoenablethemtoaccomplishhisparticulartasks.Inthis,instructionsbasically
flow from top to the lower level.
2.Forintegration:Itisconsolidatedfunctionunderwhichintegrationofactivitiesis
endeavoured.Theintegrationfunctionofcommunicationmainlyinvolvestobring
aboutinter-relationshipamongthevariousfunctionsofthebusinessorganization.It
helps in the unification of different management functions.
3.Forinformation:Thepurposesorfunctionofcommunicationinanorganizationis
toinformtheindividualorgroupabouttheparticulartaskorcompanypoliciesand
proceduresetc.Topmanagementinformspoliciestothelowerlevelthroughthe
middlelevel.Inturn,thelowerlevelinformsthetoplevelthereactionthroughthe
middlelevel.Informationcanflowvertically,horizontallyanddiagonallyacrossthe
organization.Becominginformedorinformothersisthemainpurposeof
communication.
4.Forevaluation:Examinationofactivitiestoformanideaorjudgementoftheworth
oftaskisachievedthroughcommunication.Communicationisatooltoappraisethe
individualorteam,theircontributiontotheorganization.Evaluatingone’sown
inputsorother’soutputsorsomeideologicalschemedemandsanadequateand
effective communication process.
5.Fordirection:Communicationisnecessarytoissuedirectionsbythetop
managementormanagertothelowerlevel.Employeecanperformbetterwhenheis
directedbyhissenior.Directingothersmaybecommunicatedeitherorallyorin
writing. An order may be common order, request order or implied order.
6.Forteaching:Theimportanceofpersonalsafetyonthejobhasbeengreatly
recognized.Acompletecommunicationprocessisrequiredtoteachandeducate
workersaboutpersonalsafetyonthejobs.Thiscommunicationhelpstheworkersto
avert accidents, risk etc. and avoid cost, procedures etc.
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7.Forinfluencing:Acompletecommunicationprocessisnecessaryininfluencing
othersorbeinginfluenced.Theindividualhavingpotentialtoinfluenceotherscan
easilypersuadeothers.Itimpliestheprovisionoffeedbackwhichtellstheeffectof
communication.
8.Forimagebuilding:Abusinessenterprisecannotisolatefromtherestofthe
society.Thereisinterrelationshipandinterdependencebetweenthesocietyandan
enterpriseoperatinginthesociety.Goodwillandconfidencearenecessarilycreated
amongthepublic.Itcanbedonebythecommunicationwiththedifferentmedia,
whichhastoprojecttheimageofthefirminthesociety.Throughaneffective
externalcommunicationsystem,anenterprisehastoinformthesocietyaboutits
goals, activities, progress and social responsibility.
9.Foremployeesorientation:Whenanewemployeeenterintotheorganizationat
thattimeheorshewillbeunknowntotheorganizationprograms,policies,culture
etc.Communicationhelpstomakepeopleacquaintedwiththeco-employees,
superior and with the policies, objectives, rules and regulations of the organization.
10.Other:Effectivedecision-makingispossiblewhenrequiredandadequate
informationissuppliedtothedecision-maker.Effectivecommunicationhelpsthe
processofdecisionmaking.Ingeneral,everyoneintheorganizationhastoprovide
withnecessaryinformationsoastoenabletodischargetaskseffectivelyand
efficiently.
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8. MODULE 1: BASICS OF COMMUNICATION
FORMS OF COMMUNICATION
Communicationisdividedintoexternalandinternalcommunication.External
communicationsarethosecommunicationswhichareoccurringoutsidetheorganization
likecommunicationwithothercompanies,withgovernment,generalpublicetc.Internal
communicationsarethosewhichareinsidetheorganization.Internalcommunicationsare
further divided into two parts, formal or official and informal.
Formal:Formal communication flows along prescribedchannels which all members
desirous of communicating with one another are obliged to follow.
ADVANTAGES
1.Itpassesthroughlineandauthorityandconsequentlyensuresthemaintenanceof
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.
DISADVANTAGES
1.Increasestheworkloadofvariousmanagersascommunicationistobetransmitted
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
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flows from one authority level to another and it takes too much time.
1. VERTICAL
1.1 Downward communication
Whenthecommunicationflowsfromhigherleveltolowerlevel,itiscalleddownward
communication.
Order,individualinstructions,policystatements,circularsetc.fallunderdownward
communication.
BENEFITS
1.Helpstoexplaintosubordinatestheorganizationalplans,policiesprogramand
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.Sometimesthemessagemaybedistortedinthetransmissionfromoneleveltoanother
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.Sometimeswhentheworkloadisunevenlydistributedamongtheemployeesitcreates
overload
or unload of work which causes dissatisfaction among the employees.
How to make effective
1. Managers should be adequately informed.
2. Managers should be clear about how much to communicate.
3. Some authority should delegate to lower levels to shorten the line of communication.
4. Information should be passed on to the correct person.
1.2 Upward communication
Thiscommunicationflowsthemessagefromsubordinatestosuperiors.Itisreverseofthe
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
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1.Employeesfearthattheircriticismmaybeinterpretedasasignoftheirpersonal
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.Subordinatestelltheirproblemandthroughdiscussionfindoutthesolutionfora
particular problem with the help of superiors.
2.Ifemployeeshavinganycomplaintandsuggestionaboutworkingenvironment,policy
andprocedure,peergroupetc.,thentheywritetomanagementwithoutgiving
identificationofthemselvesanddropintothebox.Andthemanagementfrequently
checks these grip boxes and find out the solution of problem.
3.Itisveryeffectivemethodofupwardcommunication.Organizationcelebratestheir
anniversary,arrangesportsmeetsfortheiremployees,doingsomekindofsocial
welfareactivitieslikeplantation,providingfoodforfloodaffectedareasetc.arethe
modeofsocialgatheringwheresuperiorsandsubordinatesareatthesameplatform
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.Itemphasizesinthepsychologicalaspectofhumanbeing.Asuperioractascounselor
andhecounselstheproblemfacingemployees.Counselingdoesnotmeanthattreating
onlyproblemfacingemployeesbutalsoforthebetterprospectorhowemployeesdo
better in their workplace.
How to make effective
1. Superior should take initiative to get close to the subordinate staff.
2. Keeping the line of communication short as much as possible.
3. Timely redress the grievances of the employees.
2.Horizontal/Lateral communication
Thiscommunicationflowsbetweenpersonsatthesamehierarchyleveleitherofthesame
or other department or division of the organization.
BENEFITS
1. It develops mutual trust and confidence amongst employees of same level which help in
maintainingorpromoteunderstandingbetweensimilarpositionholdersofdifferent
departments.
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2.Ifemployeesatsimilarpositioncommunicatetoeachotherforagiventaskitwillcreate
or develop the feeling of co-ordination among various departments.
PROBLEMS
1. Sometimes it creates rivalry among employees of various departments.
2.Proximityshowsthelikinganddislikingofanemployeewhoisnearbyanotherin
respectofspace.LikeinanyorganizationHRdepartmentandMarketingdepartmentare
neartoeachotherthenManufacturingdepartment.SoproximityexistsbetweenHRand
MarketingdepartmentandtheyfavoureachotherascomparedtoManufacturing
department.
3.Biasingshowsthelikinganddislikingofanemployeeduetoreligion,caste,family
background, personality etc.
Methods of horizontal communication
1.Face-to-facediscussion:Whenindividualcommunicatedirectlytoanother.
Face-to-facecommunicationminimizestheproblemofmisinterpretationandquick
feedback makes the communication more effectively.
2.Telephonicconversation:Whentheemployeesarebusywiththeirworkorthey
aresitedfarfromeachotherthentelephonicconversationbecomemorerelevant
againstfacetofaceconversation.Itsavestimebutsometimescongestionor
disturbance and any other obstacles create delay and distort the message.
3.Periodicalmeeting:Periodicalmeetingmeansmeetingbetweenemployeeson
weekly,monthly,quarterly,annuallybasiswhereallthemembersareassembledand
discuss on predetermined issues.
4.Memorandum:Memorandum is a written form of communicationwhich transmits
betweendifferentdepartmentsinthesameorganisation.Itisalsocalledinteroffice
letter.
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3.Consensus
Whenanumberofpeopleirrespectiveoftheirstatus,sitdownandconferwithoneanother
to arrive
atadecisionacceptabletoall,itiscalledconsensus.Theformatofthesecommunicationsis
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.
ADVANTAGES
1.Decisionsaretakenafterconsultationamongvariousmembers;theyfinditeasyto
accept them.
2.Itpromotesharmonyamongthemembersofthegroup.Ifanyconflictandsplitexits
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.Sometimesitmayprojectthefalseimageofmanagementbecausemembersthinkthat
management may not be able to handle their problem efficiently.
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GRAPEVINE/INFORMAL COMMUNICATION
Informal:Alongwiththeformalchannelofcommunicationeveryorganizationhasan
equallyeffectivechannelofcommunicationthatistheinformalchanneloftencalled
grapevine,becauseitrunsinalldirections—Horizontal,Vertical,Diagonal.Itflowsaround
watercooler,downhallways,throughlunchroomsandwhereverpeoplegettogetherin
groups.
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.
FORMS OF GRAPEVINE COMMUNICATION
1.Singlechain:Inthistypeofchain‘A’tellssomethingto‘B’whotellsitto‘C’andsoonit
goesdowntheline.Thistypeofcommunicationflowsfromonepersontoanotherperson
throughsinglechainorcommunicationflowsonebyone.When‘A’tellssomethingto‘B’
whotellsitto‘C’andsoon.Oneinterestingfactcomesoutfromthistypeofcommunication
thatwhenonepersonpassescertaininformationtootherandtheytreatthemessageas
confidentialorsecretwhichfurthercommunicatedbyanotherwithsamefeelingof
confidentiality and secrecy.
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2.Starchain:Inthistypeofchainpersonspeaksoutandtellseveryonetheinformation
he/shehasobtained.Thischainisoftenusedwheninformationoramessageregardingan
interestingbutnonjobrelatednatureisbeingconveyed.Sometimesitalsocalledgossip
chain.
3.Clusterchain:Inthistypeofchain‘A’tellssomethingtoafewselectedindividualswho
againinformafewselectedindividuals.Andtheinformationflowsinsimilarmannerto
other individual.
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4. Probability chain:The probability chain is a randomprocess in which a transmission of
theinformationtootherinaccordancewiththelawsofprobabilityandthenthesetellstill
others in a similar manner. The chain may also be called random.
MERITS
1.Undergrapevinemessagetravelortransmittedfasterthananyotherformof
communicationbecausegroupformationisbasedonindividual’sownlikingand
disliking.
2.It supports other channels of communication.
3.Feedbacks are quickly comes out from this type of communication.
4.Whenanindividualcommunicateswithotherindividualthroughgrapevineitwill
developthecohesivenessandmaintainorpromoteharmonybetweenmembersof
group.
5.Byusinggrapevinecommunication,employeesfeelemotionalrelief.Becausethey
cancommunicatewithotherwithoutthefeelingofinadequacyandwithoutthreatof
higher authority.
DEMERITS
1.There is a great possibility of distortion of message between members of group.
2.Transmissionofmessagedependsuponwillingnessofsenderandwhatmethod
theyusedingrapevinewhichcausessometimestransmissionofincomplete
information.
How to make effective
1.Themanagersshouldtrytospottheleaders.Sotheharmfulrumoursdonotreach
the employees.
2.Involve the workers in the decision making process.
3.Themanagementshouldimmediatelyusetheofficialchannelstocontradictthe
rumours.
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Verbal communication
Verbalcommunicationiswhenwecommunicateourmessageverballytowhoeveris
receivingthemessage.Itisoftwotypesoralandwrittenwhichhadtheirownadvantages
and disadvantages.
Oralcommunication:Oralcommunicationisthecommunicationwherethemessageor
informationexchangesbyspokenwords.Itcanbedonebybothfacetofaceandalso
through mechanical devices.
Writtencommunication:Writtencommunicationisthecommunicationwherethe
messageorinformationexchangesbywrittenwords.Letter,telegraph,fax,e-mailare
examplesofwrittencommunication.Writtencommunicationguaranteesthateveryone
concernedhasthesameinformation.Itprovidesalonglastingrecordofcommunicationfor
future.Writteninstructionsareessentialwhentheactioncalledforiscrucialandcomplex.
Tobeeffectual,writtencommunicationshouldbeunderstandable,brief,truthfuland
comprehensive.
2.1.2.3 Non-verbal communication
Non-verbalcommunicationisusuallyunderstoodastheprocessofcommunicationthrough
sendingandreceivingwordlessmessages.Suchmessagescanbecommunicatedthrough
gesture;bodylanguageorposture;facialexpressionandeyecontact;objectcommunication
suchasclothing,hairstylesorevenarchitecture;symbolsandinfographics.Speechmay
alsocontainnon-verbalelementsknownasparalanguage,includingvoicequality,emotion
andspeakingstyle,aswellasprosodicfeaturessuchasrhythm,intonationandstress.
Likewise,writtentextshavenon-verbalelementssuchashandwritingstyle,spatial
arrangement of words, or the use of emotions.
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BARRIERS TO COMMUNICATION
Managersfaceseveralproblemsduetocommunicationbreakdownsorbarriers.Barriers
maypreventacommunicationorfilterpartofitcarryincorrectmeaningduetowhich
misunderstandingsmaybecreated.Therefore,itisimportantforamanagertoidentify
such barriers and take measures to overcome them.
These barriers are briefl y discussed below:
Semantic Barriers:
1. Badly expressed message
2. Symbols with different meanings
3. transactions
4. Unclarifi ed assumptions
5. Technical jargon
Psychological Barriers:
1. Premature evaluation
2. Lack of attention
3. Loss by transmission and poor retention
4. Distrust
Organizational Barriers:
1. Organisational policy
2. Rules and regulations
3. Status
4. Complexity in organizational structure
5. Organisational facilities
Personal Barriers:
1. Fear of challenge to authority
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2. Lack of confi dence of superior on his subordinates
3. Unwillingness to communicate
4. Lack of proper incentives
PRINCIPLES OF EFFECTIVE COMMUNICATION
Itisverydifficulttosuggestacomprehensivelistofvitalfeaturesofsystemof
communication.Itwilldependonthespecificneedsofthesituation.Thefollowing
guidelines or principles may be followed to achieve effective communication:
1.Clarityofmessage:Thebasicprincipleincommunicationisclarity.Themessagemust
beasclearaspossible.Novaguenessshouldcreepintoit.Themessagecanbeconveyed
properly only if it is clearly formulated in the mind of the both sender and receiver.
2. Speed:A good system of communication must ensurea speedy transmission of message.
Thetimetakentotransmitamessagetoitsdestinationandspeedofthecommunication
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 processthat provides feedback to the
senderfromthereceiver.Feedbackreferstotransmissionofinformationconcerningthe
effect of any act of communication.
4.Reliability:Communicationstartsonthebasisofbelief.Thisatmosphereisbuiltby
performance on the part of the expert. The receiver must have confidence in the sender. He
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must have a high regard for the source’s competence on the subject.
5.Completeness:EveryCommunicationmustbecompleteasadequate.Incomplete
messages
create misunderstanding, keep the receiver guessing and delay action.
6.Content:Themessagemustbemeaningfulforthereceiver,anditmustbecompatible
with
his value system. It must have significance for him. In general, people select those items or
informationwhichpromisesthemthegreatestrewards.Thecontentdeterminesthe
response
of the audience.
7. Accuracy:The communication medium should ensureaccuracy 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 accountthe 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 asmuch economical as possible. But
efficiency of the system should not be sacrificed to achieve economy.
10.Secrecy:Thecommunicationsystemshouldensuresecrecyandthereshouldbeno
leakage
of information. It becomes more essential when messages are of confidential nature.
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-waychannel:Incommunication,twopartiesareinvolved,namely,thesenderor
transmitter,andthereceiverofthemessage.Aneffectivecommunicationdemands
two-waycommunication.Itshouldbevertical,downwardandupward.Therefore,a
managershouldthusnotonlytoinform,instructandorderbutshouldalsobeprepared
to listen, understand and interprets.
2.Clarityofmessage:Clarityoffacts,ideas,opinioninthemindofcommunicatorshould
beclearbeforecommunicating.AccordingtoKoontzandDonnell,“Acommunication
possessesclaritywhenitisexpressedinalanguageandtransmittedinawaythatcan
be comprehended by the receiver.”
3.Mutualtrust:Acommunicationsystemmaybeconsideredexcellentwhenmutualtrust
orunderstandingexistsbetweensenderandthereceiverofthemessage.Existenceof
healthyinterpersonalrelationbetweentheseniorsandtheirsubordinatesisalsoan
indicator of an adequate system of communication in any department or organization.
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4.Timely message:Considerable attention should be givento the timeliness of
communication. Old information is worse than none at all.
5. Consistency of message:Consistency can be achievedif 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 shouldbe 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.
7.Feedback:Feedbackprovidesproperunderstandingofthemessagetothereceiver.It
helpfulinmakingatwo-waycommunicationprocess.Thesendermusttrytoascertain
whether or not receiver properly understood the message.
8.Flexibility:Thecommunicationsystemshouldbeflexibleenoughtoadjusttothe
changingrequirements.Itshouldabsorbnewtechniquesofcommunicationwithlittle
resistance.
SEVEN Cs OF COMMUNICATION
Seven Cs of Written Communication
1. Clarity
Clarity of thought: It comes from a careful consideration of the objective, content and
medium of communication.
Clarity of Expression:
1.Use simple word, easy to understand words:
Avoid themUse them
Compensate Pay
Facilitate Help
Utilise Use
2.Use Single words for long phrases:
Long PhrasesSingle Words
At all timesAlways
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For the purpose
of
For
Previous toBefore
On account ofBecause
3. Use verbs for nouns (its brings about simplicity and clarity):
Using Nouns Using Verbs
(Difficult) (Simple)
Come to a conclusionConclude
Make a decisionDecide
Submit a proposalPropose
Take into considerationConsider
4. Avoid double entry
Double entry Simple
Actual fact Fact
End result Result
Period of one weekOne week
Previous experienceExperience
5. Avoid ambiguity: If your message can mean more than one ambiguous. Faulty
punctuation causes the ambiguity.
Go. slow work in progress
Go slow. work in progress
6. Use short sentences: Use one sentence to express only one idea. If a sentence runs
beyond 30 words, it is better to break it up into two sentences.
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.
• Who
• What
• When
• Where
• Why
3. Conciseness
• Include only relevant facts
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23. MODULE 1: BASICS OF COMMUNICATION
• 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…..
•Avoid gender bias
•Avoid Use
●Chairman Chair person
●Policeman Police Sir/Madam
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.
7. Concreteness
• Always use specific fact and figures.
• Message should be definite and vivid.
• Avoid exaggeration.
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24. MODULE 1: BASICS OF COMMUNICATION
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25. MODULE 1: BASICS OF COMMUNICATION
Seven Cs of Oral Communication
AccordingtoFrancisJ.Bergin,apersonengagedinoralcommunicationmustremember
seven Cs.
And these are as follows:
1.Clear:Anoralcommunicationbecomeeffectivewhenthemessageisclearforthe
audienceorreceiverasthesenderwantstoconvey.Oralmessagesareoftenmisunderstood
becausethespeakerdoesnottalkdistinctly.So,forthispurposeclearpronunciationisvery
muchrequired.Tominimizethiskindofproblemaspeakertriestoworkoutondifferent,
lengthy and unusual words for clear pronunciation.
2.Concise:Manypeopleenjoywhiletalkingandsometimesoralcommunicationsuffers
fromtheproblemofovercommunication.Butwhenthespeakerkeepsontalkingforlong,
his/hermessagewillbedistracted.Soitwillbeadvisabletospeakerstotrytokeepthe
message as brief as possible without changing the real message.
3.Complete:Likewrittencommunicationinoralcommunicationalso,completeness
required.Whilecommunicatingwithothermakesitsurethatyouhavepaidattentionon
below questions. Checking for the five w’s questions.
• Who
• What
• When
• Where
• Why
4.Correct:Inoralcommunicationcorrectnessmeansthesourceofinformationorfrom
whereyougetinformationisrightortrustworthysource.Becauseifyoursourceof
informationiscorrectthantheothersgeneratefaithonthespeakersandlistenthem
carefully.
5.Concrete:Formakingoralcommunicationeffectivelyspeakersshouldusespecificfact
andideasandalsoavoidexaggeratingofanyinformation.Theytrytochooseappropriate
words which are not affecting a particular individual, society, culture or nation.
6.Courtesy:Courtesyinvolvesyou-attitude.Usepolitewordsfororalcommunication.
Triestoavoidirritatingexpression,sincerelyapologiesforanymistake,donotuseany
discriminatoryexpressionswhicharerelatedtoindividualpeople,race,ethics,origin,
physical appearance etc.
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26. MODULE 1: BASICS OF COMMUNICATION
7.Candid:Whenthespeakerchoosesthecandidapproaches,itsmeanthattheirmessage
should be straight, open, frank, outspoken. But not hurting particular individual.
Listening in Communication
Types of Communication
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