OBJECTIVES AND ESSENTIALS OF EFFECTIVE COMMUNICATION

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1. OBJECTIVES AND
ESSENTIALS OF
EFFECTIVE
COMMUNICATION
Presentation by: Subhadeep Bhadra

3. I
D
E
A
S
IN
FO
R
M
A
T
IO
N
T
H
O
U
G
H
T
S D
A
T
A
TRANSMISSION

9. SENDER

10. RECEIVER
(Audience)

11. MESSAGE

12. ENCODING
DECODING

15. Objective
Arjun shot an arrow on the eye of a fish
Students take admissions in Post Graduation Courses
We drink water when we are thirsty
We wear a pullover when we feel cold
Give me the reasons:
To win Draupadi’s hand in marriage
Placements
Quench our thirst
To shield ourselves from cold
OBJECTIVES

16. Objectives of Business
Communication
“An objective is nothing but what we want to achieve or
accomplish for ourselves in the future”
The basic purpose of communication can never
change which is to exchange ideas, thoughts and
information, but when it comes to the business
periphery the form changes. You have a more
professional approach, business languages are used
to communicate, you aim is to always bind teams
together and work for the organizational goal.

17. Every business organization have a few common
objectives as far as Communication is concerned, let us
see what they are.
Information
Persuasion
Education
Entertainment
Motivation
Warning
Raising morale
Suggestion
Order
Instruction
Advice
complaint

18. Information
Consists of facts, figures and data,
arranged in a pattern, which is
useful for different purposes
Reduces uncertainty around us
Information moves in all directions
in an organization, for example
vertically, horizontally, diagonally
Information moves in and out of the
company
Companies collect information from
outside for its growth and
development
Employees demand information
about salary structure, training and
promotion opportunities and
benefits available to them
Uses Mass Media to keep public
and customers informed about the
company and its products
Information should be
collected from reliable source
Information should be
Accurate
Information should be
Complete
Information should be Recent
Information should be
Appropriate
Information should be
Organized
Information should be
Understandable

19. Persuasion
Persuasion is a very important objective of communication. It
can be defined as ‘to influence the attitudes, feelings or
thoughts of others or to influence actions based on those
attitudes, feelings or thoughts’. Customers often have to be
persuaded to buy a product of the company instead of the
competitor.
Verbal,
Non-Verbal
Communication
Influencing
custom
ers/public
Don’t
be
Rigid
Don’t im
pose
motivation
conviction

20. Education
Education implies both discipline and development by means of
study and learning. It is the development of special and general
abilities of the brain by using lectures, discussions, handouts,
presentations, notes used to reinforce learning
Employee education
Customer education
Public education

21. Entertainment
One of the important objective of communication. A multi million
dollar industry survives to fulfill this objective, the ‘Media
Industry’. Radio, Television, Magazine, Movies employ lakhs of
people and generate a lot of money. This industry
communicates various things like current issues, fashion,
business management techniques, political decisions etc.

22. Motivation
Motivation means providing people with a motive or incentive so
that they make and effort to do their best.
Achievement of
organizational
goals
Boost morale of
employees
Increase
employee self
worth
Sense of
belongingness
Reduces
supervision
Sense of
participation
Congenial work
environment

23. Warning
Warning means urging or advising someone to be careful. It is
intended to caution someone of possible dangerous
circumstances in the future. Warnings can given in writing or
orally. Warnings can be general eg: ‘No Smoking’ or specific to
a particular person for a particular reason. But it is important
that warnings are not used to satisfy personal grudges.

24. Raising Morale
Raising morale is also an act of motivation. People or
employees with higher morale are happy and motivated towards
their work and duties assigned by their organization. This
happens when they believe that the organization keeps them
informed about plans programs and any important information
and believes that he is treated as a member of the organization.
On the other hand people and employees with low self esteem
and who believe that they are not valued should be
concentrated on and it is important to raise their morale.
Repeated
communicatio
n
Transparency of plans
and programs
Kill rumors
Promotion
avenues
Cheerful environment

25. Suggestion
Subtle form of
communication
Can move in any direction
Encourage participation
of employees
No obligation to follow
Growth of organization
Suggestions

26. Order
Authoritative form of
communication
Formal in nature
Directed to somebody
Used to modify a course
of action
Orders flow
downwards
in hierarchy
orders
General Orders:
number of activities
with operational
similarities
Specific Orders:
directed towards a
particular work
and person
Procedural order:
specifies
procedures and
methods
Discretionary
orders: left to
person who gets
it to follow or not

27. Instruction
This is an order with guidance. If the manager asks his
subordinate to do a task, that is an order, but if he tells the
subordinate how to do it is an instruction. Both the instructor and
the person who receives the instruction are indulged in
communication.

28. Advice
Advice is given to people who have a problem or an issue that
needs to be solved. Can be given on personal or professional
matters if relationship permits. A face to face informal advice by
a superior to a subordinate confidentially tends to be more
effective. Managers seek expert advice to improve business and
achieve profit maximization. Tax consultants, Doctors,
Psychologists, Astrologers provide advice on various issues.
It can be effective if:
Person
oriented
Correct
and
Honest
Appropriate
time
Work
oriented
Positive
approach
Recipient’s
interest
Promote
understanding

29. Complaint
A complaint when there are defects and faults in the systems,
services provided or goods sold.
Written or Oral
Courteous
approach
Patience
Tolerance as it is
a skilled job
Curbing delays
Verbal or
Non-verbal in
approach

30. STAGES OF
COMMUNICATION
SENDER
ENCODING
MESSAGE
DECODING
RECEIVER
FEEDBACK
CHANNEL

31. ESSENTIALS OF EFFECTIVE
COMMUNICATION

32. COMPLETENESS
The message must be complete. It should convey all
the facts required by the audience. The sender of the
message must take into consideration the receiver
and should communicate all the facts and figures
related to the message

33. CONCISENESS
Conciseness means communicating what you want
to convey in the least possible words. Conciseness is
a necessity for effective communication. Concise
communication has the following features:
It is both time-saving as well as cost – saving
It underlines and highlights the main message
Concise communication provides short and essential
message in limited words to the audience
Concise message is more appealing and
comprehensible to the audience

34. CONSIDERATION
Consideration implies stepping into the shoes of the
others. Effective communication must take the
audience into consideration, i.e. the audience’s
viewpoints, backgrounds, mind-set, education level,
etc. Make an attempt to envisage your audience,
their requirements, emotions as well as problems.
Ensure that the self-respect of the audience is
maintained and their emotions are not at harm.

35. CLARITY
Clarity implies emphasizing on a specific message or
goal at a time rather than trying to achieve too much
at once. Clarity in communication has the following
features:
It makes understanding easier
Complete clarity of thoughts and ideas enhances the
meaning of the message
Clear message makes use of exact, appropriate and
concrete words.

36. CONCRETENESS
Concrete communication implies being particular and
clear rather than fuzzy and generic. Concrete
message has the following features:
It is supported with specific facts and figures
It makes use of words that are clear and that build
the reputation
Concrete messages are not misinterpreted

37. COURTESY
Courtesy in message implies the message should
show the sender’s expression as well as should
respect the receiver. The sender of the message
should be sincerely polite, judicious, reflective and
enthusiastic. Courteous message has the following
features:
Courtesy implies taking into consideration both
viewpoints as well as feelings of the receiver of the
message
Courteous message is positive and focused at the
audience
It is not biased

38. CORRECTNESS
Correctness in communication implies that there are
no grammatical errors in communication. Correct
communication has the following features:
The message is exact, correct and well-timed
If the communication is correct, it boosts up the
confidence level
Correct message has greater impact on
audience/readers
It checks for the precisions and accurateness of facts
and figures used in the message
It makes use of appropriate and correct language in
the message

39. BENEFITS OF GOOD
COMMUNICATION
GLOBAL BUSINESS : With global business transactions
continually increasing, the need for effective communication to
meet global demands is also increasing. Managers and
employees must know how to effectively communicate with the
company's international counterparts. The difference in cultures
requires managers to understand terms commonly used in
America that another culture finds offensive. Companies that
prepare workers to excel with verbal and nonverbal
communications skills find it easier to enter into global
marketplaces than companies that do not prepare its
employees. Effective communication is important for businesses
looking to expand beyond its domestic

40. DIVERSITY: Effective workplace communication is important in
companies with workplace diversity. Good communication skills
help to reduce the barriers erected because of language and
cultural differences. Companies that provide communication
training to domestic and international employees reap the
benefits of effective workplace communication. Companies can
avoid cultural confusion and miscommunication by training
international employers early in their careers and on a regular
basis. Effective communication causes productivity to increase,
errors to decrease and operations to run smoother.

41. TEAM BUILDING: Effective communication in the workplace
helps employees and managers form highly efficient teams.
Employees are able to trust each other and management.
Effective communication reduces unnecessary competition
within departments and helps employees work together
harmoniously. The result of a team that works together is high
productivity, integrity and responsibility. Employees know their
roles on the team and know they are valued. Managers are able
to correct employees' mistakes without creating a hostile work
environment. A manager who openly communicates with his
subordinates can foster positive relationships that benefit the
company as a whole.

42. EMPLOYEE MORALE : An improvement in employee morale
can result from effective communication. Although pay is a
concern for many workers, it is not their only concern.
Employees appreciate good communication coming from
management. It produces a healthy work environment. When
employees are satisfied with their jobs, they are able to
efficiently perform their duties with a positive attitude. Failing to
communicate effectively in a workplace leads to frustration and
confusion among employees. However, managers can alleviate
such problems by keeping the lines of communication open.

43. CONFLICT REDUCTION: Most conflict is the result of
misunderstood communication. When you become an effective
communicator, you can resolve conflict and create harmony by
bridging the communication gaps that create conflict. You can
even use your skills to mediate conflict between other people.
STRONGER RELATIONSHIPS: Effective communication builds
strong business and personal relationships because you learn
to understand exactly what people want and how to give it to
them. Learn to communicate your thoughts and emotions in
ways that they instinctively understand at an unconscious level.

44. HELP PEOPLE TO ADOPT YOUR IDEA: Effective
communication is not about "you" and getting what you want... it
is about discovering what other people want and need and then
adapting your presentation to match their needs. As you
practice and develop your skills, you will find that people
gladly adopt your ideas because you have subtly helped them to
discover them for themselves rather than telling them about
them.
PEOPLE LIKING YOU BETTER: Using effective
communication will help you to understand other people better
and when you understand them, you will relate to them better.
When you relate better, people will like you.

45. HELPS IN ACHIEVING GOALS : Effective communication helps
a person to get more than what he or she expects out of life.
This makes you capable of communicating thoughts in such a
way that people understand you instantly. Thus they offer you
the resources which you require to achieve your goals.
IMPROVE JOB SATISFACTION : Efficient communication
among employee and boss helps to improve job satisfaction at
both the ends. Employees feel that their presence makes
difference to the organization. Bosses feel that their orders and
requests are being cared for.

46. GAPS IN COMMUNICATION
People Gaps: These can occur for many reasons. For example,
when information needed by one person fails to be sent by the party
responsible for supplying it, a gap can occur that results in
inefficiencies, time delays and errors
System Gaps: The article says that system gaps occur when a
business process is cross-departmental or cross-functional.
"Sharing information among systems from different departments, or
among multiple systems in different areas, can present a
communication problem," said the article.
People-System Gaps: When information a person needs is not
readily available or easily accessible from the system, gaps occur. It
may be that the appropriate information was not fed into the system
to begin with, or that people lack the necessary skills to be able to
access it.

47. Generation Gap: If you think generation gaps only apply to
parents of teens, consider the suit-and-tie-wearing older boss
who hires the young, skinny jeans clad hipster employee. Talk
about two worlds colliding!
Personality Gaps: Employees vary in personality just as much
as they do in appearance and age, and one of the best ways to
avoid communication gaps that result from personality
differences is to understand where the other person is coming
from.

48. Communication Style Gaps: The manner in which people
communicate is often influenced by their personality. Some are
more assertive (even aggressive) while others tend to be
passive. (Then there are the passive-aggressive types!). Some
are bottom line "just the facts, ma'am" communicators while
others are storytellers who elongate the amount of time needed
to get to the point. When those two types come together,
obviously there will be communication gaps. In the same way
that understanding personality types is helpful to improving
communication, so is understanding communication
types and adapting your communication style to fit the situation.

49. Gender Gaps: According to business communications
expert Candy Tymson, men use language to preserve their
independence and maintain their position in the group while
women use language to create connection and intimacy.
Understanding and adapting to the differences is what sets men
and women on the path to meaningful, effective communication.

Dr. John Gray's classic guide to understanding differences
between men and women, Men Are From Mars, Women Are
From Venus? The thrust of his book dealt with the innate
differences in how men and women communicate (hence, the
Mars/Venus metaphor).

50. Language & Culture Gaps: As companies grow and expand
across international borders, two other types of communication
gaps that can occur result from differences in language and
culture. Even if employees speak a common language, often
their cultural differences lead to confusion that impairs
communication. For example (and not to stereotype), when a
westerner calls a customer service line manned by people from
an eastern culture, it can sometimes be difficult to communicate.
Idioms, expressions, the choice of words used, vocabulary
limits, and dialectical differences all play into how successfully
the message gets across.
In addition, gaps can result from differences in cultural customs,
values, folkways and mores.

51. COMMUNICATION and
INFORMATION TECHNOLOGY
Information and Communication Technologies are those
technologies, which enable society to create , collect,
consolidate, communicate, manage and process information in
multimedia and various digital formats for different purposes by
using telecommunication techniques.

52. DEFINITION of ICT
UNESCO defines ICT as “ the scientific, technological and
engineering disciplines and the management techniques used
to handle transmit information with men and machines.
According to official IBM Glossary “ICT is the use of computer
based information systems and communications systems to
process, transmit and store data and information”

53. The convergence of
computers, microelectronics
and communications
constitute the information and
communication technology for
the purpose of acquisition,
processing, storage and
dissemination of information

54. IMPACT OF ICT ON SOCIETY
Developments in ICT have provided exchanging of information
anytime, anywhere in the digital format lend by computers. This
technological convergence has brought an enormous impact in
everyday life. Such as the use of email and cellular phones at
home and the workplace and linked to all facets of society:
business, education, communication, scientific exploration,
knowledge management etc.

55. No nation can develop without ICT based education. It is
regarded as the fuel of development. ICT based education is the
essential ingredient in developing new ideas, in course content
and curriculum and in the creation of materials and methods of
learning and teaching. Students need ICT for pursuing
academic studies, teachers need ICT based information for
teaching.

57. SCIENTIFIC PROLIFARATION
The proliferation of information and communication technology
is increasing day by day. By the help of ICT the scientists have
been able to invent new inventions such as computer, cable TV,
the rockets by which men have landed on the moon and other
planets. Thus ICT plays a pivotal role in exploring and inventing
new things.

58. MILITARY FORCE: To protect any country from the attack of
enemies, a strong and well-organized military force is a must.
ICT plays as a key role to strong and organized the military
force of any country by providing real information. So , it is an
important component for the military sector.

59. ECONOMIC STRUCTURE: Strong economical structure is the
key for the development of any country. Mainly, ICT handle the
economical structure of any country now a days. It strengthens
the economy by providing proper knowledge about the economy
of the developed countries. Thus, ICT can play an important
factor for establishing a strong economy.

60. Recreation
ICT has given us a number of
recreational components , such as
television , radio, tape recorder ,
V.C.R, D.V.D, Mp3, gramophone,
etc. by which we pass our leisure
sitting in our own place.

61. TRANSPORTATION: ICT plays a significant role in our
transport field. It has decreased the distance of place, saved our
valuable time and established easy transporting. so we can
travel hundreds of miles within a very short time, send goods
any where swiftly. All of this facilities are the gift of ICT

62. KNOWLEDGE MANAGEMENT : ICT has made more easier to
process knowledge and disseminate knowledge to the users. It
has increased the efficiency of the knowledge professionals in
organizing and managing knowledge.

63. IMPACT OF ICT ON
INFORMATION INSTITUTION
ICT plays important roles on library and others information
institutions, which are shown below:
* ICT has made information processing on digital format.
*It has made networking and sharing of information
resources possible.
* It has saved the space of library by creating library
materials in digital format.
* It has ensured online accessing and files transferring.
* It has increased the working speed of the library.
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64. IMPACT ON LIBRARY
MATERIALS
Due to the invention of and use of ICT
in libraries, some radical changes
have found on library materials, which
are given below:
* Digital information’s can be sent
in multiple copies simultaneously over
information’s networks in fractions of a
minute or even of a second
* Digital information’s may be
free or cheaper than print equivalents.
* Information can be cut or
copied and pasted from one document
to another very easily.
* ICT has ensured the digital
information anywhere, anytime
accessible.

65. IMPACT ON USER COMMUNITY
ICT has influenced deeply on user community
by different ways. These ways are indicated
below steps to step:
*ICT has increased the level of technology
literacy of user community
* It has increased the demand for better
and faster access to information
* It has aggravated discrepancies between
the information poor and information rich
* It has established a balance service for all
stages of users.
* It has kept the users update by providing
current information.
* It has made users skilled in using
technological components i.e. computer
operating internet browsing, e-mailing, chatting,
etc. rapidly.

66. BUSINESS CORRESPONDENCE
Part of Business Communication
Deals with written communication between business persons
Necessary for business transactions
Also called commercial correspondence
At every stage of investment, production, purchase, distribution,
setting up of agencies , sales, interaction with government for
obtaining various licenses, the need for business
correspondence through various letters like enquiries, replies,
clarifications, applications, circulars, memos, offers, quotations,
sales, orders, complaints, adjustments, collections etc. is felt.
Helps in building cordial and credible relationships in business
context.
Is a record for various stages of transactions for future reference

67. Functions of Business
Correspondence
Provides Contacts
Creates a Cordial Business Atmosphere
Sales Promotion
Legal Function

68. KINDS OF BUSINESS LETTERS
Enquires
Offers and Quotations
Orders and Execution
Credit and Status enquiries
Claims
Complaints and Adjustments
Collections
Sales Letter
Circulars
Banking Correspondence
Insurance Correspondence
Agency Correspondence
Applications
Letter of Allotment
Letter of Regret
Letters to editors of
newspapers
Letters for publication