3m

Explain the meaning of communication

 The word “Communication” is derived from the Latin word “Communis”
which means common. It stands for a natural activity of all human beings to
convey opinions, feelings, information and ideas to others through words
(written or spoken), body language or signs.

Define grapevine communication

Grapevine refers to informal communication that flows in any
direction and has no set of rules and regulations. It is the
communication that flows outside the prescribed network or channels.
It is also referred to as the unofficial talk about matters related to the
organization’s work programs, status, individual managers,
management’s policies and plans, company’s performance and success,
and such other matters that circulate among the members of the
organization.

What is candidness in communication?

 In all business transactions, our view of a matter should be honest and sincere.
We should speak and listen without prejudice or bias. Our guiding principle
should be fairness to self and to others involved in the situation. For example,
when we qualify our observation with the words “ My honest opinion” or
“Frankly speaking”, we are trying to be candid, open hearted and sincere.

Define interpersonal and interpersonal in communication

 Intrapersonal communication:
It is talking to oneself in one’s own mind.

 Interpersonal communication:
It is the exchange of messages between two persons.

Brief on formal and informal communication

Formal Communication
Formal communication refers to the communication that flows along a
formal organizational structure. This flow of communication is created
along an officially recognized position to ensure smooth, orderly and
timely flow of information.
Informal Communication :
The communication that takes place outside the formally prescribed
network or channel is known as Informal communication. Informal
communication is spontaneous and has no set of rules and regulations.
It takes any direction and is also called a Grapevine.
What is semantic barrier in communication?
The problems in the process of encoding and decoding the message into
words or other impressions are considered as semantic barriers. Poor
grammar, different language, poor vocabularies are examples of semantic
barriers.

Name the four physical barrier in communication

7m
What are the essential features of communication?
 Communication is a dynamic process
 Communication is unavoidable
 Communication is systematic and universal
 Communication is as essential to any business as blood is to the human body.
Therefore, it is an unavoidable phenomenon.
 Communication is a continuous process which includes various events and
activities that are inter-related and inter-dependent.
 Communication is complete and effective only if there is two-way traffic.
 Communication is systematic where every component of the process is
affected by every other component.
 Communication is a universal phenomenon where all living creators
communicate in their own ways and styles.

Summarise on classification of communication

Intra personal communication

Interpersonal communication
Group communication
Mass communication
Verbal communication
Non-verbal communication
Formal & Informal communication
Grapevine communication
Internal and external communication
Audio visual communication
Upward and Downward communication

Explain the communication process in detail

 Sender: The communication begins from the sender who wants to transmit
the message to another person.
 Encoding: Putting the message into appropriate words, symbols or gestures is
known as encoding.
 Message: The idea or information in the physical form is known as message.
 Channel: The channel or medium is the method used for transmitting the
message.
 Receiver: The receiver is the person to whom the message is sent and he
 perceives the message and attaches some meaning to the message.

 Decoding: The receiver gets the message through decoding– by receiving,

understanding and interpreting the message
 Feedback: The reversal in the communication process is feedback whereby,
the receiver expresses the response of the sender’s message

Explain the legal consequences and ethics in communication

Fundamental issues
Decision making issues
Diversity issues
Compliance and governance issues
Legal issues in business like a) Disclaimer, b) Disclosure, c) Marketing, d)Reporting Internal
communications

Brief the role of media in communication

Media messages convey important influences

Mass media and other forms of communication technology have an enormous influence in
helping to shape public opinion and underlying sentiment.
The media is also an important accountability mechanism: it raises important issues,
corruption for example, that might otherwise never be publicly debated or addressed.

Media serve to shape outlooks more directly

The internet has radically changed the way in which people communicate and connect with
each other. As a means of social interaction, the web brings people together – friends, family,
young people, or complete strangers that share interests or objectives – and this can foster a
sense of belonging and identity.

The media can have innovative roles in breaking down conflict

Media initiatives have been successful at increasing the inclusion of previously marginalized
groups by providing them with a means of expressing their views. Positive results have also
resulted from the creation of channels through which older, familiar binary disputes can be
broken down and re-imagined in ways that highlight common interests that transcend warring
boundaries.

Correlate the purpose of communication

 Information:
Information is versatile to business organizations. Without information no
business can perform its operations smoothly and compete with their competitors
in the market. The communication objective is to provide information required
and supply the same through spoken or written language or through symbols,
 signs or signals. Communication aims at sharing and understanding information.

 Communication to Inform:
Communication to inform is directed by the desire to expose, develop and
explain the subject. It focuses on the subject of communication.

 Communication to Persuade:
The communicator may seek primarily to persuade the reader. In such a form of
communication the focus is on the receiver and not the message. Persuading
means the act of influencing the other person to change their attitudes, beliefs,
feelings or thoughts. In business, the seller may persuade the buyer to buy their
products. The executives may persuade the workers to accept any changes or in
collections from customers persuasion, takes place. Communication skills and
ability is essential for persuading. Using proper words and symbols, persuasion
can be done effectively.

 Order:
Order is the direction issued by management to subordinates as to what to do
and what not to do. Order is a downward communication which flows from
higher authorities to subordinates. The objective of communication is to make the
language of order simple and straight, clear and complete.

 Suggestions:
Upward communication is very much essential for creating and maintaining good
atmosphere in an organization. Through upward communication, the employees
can make suggestions to their superiors. A well-operated suggestion scheme is an
effective morale builder.

 Counseling:
Counseling is a form of advice with professional touch by a man of greater
knowledge and skill. Counseling is required to those personnel's who have
problems in domestic or at jobs and consequently disturbed. Services of
specialists are engaged for this purpose. They receive career guidance, medical
advice, legal advice, etc. Communication for counseling is mostly oral and is a
two-way communication.

10m
Analyse the principles of effective communication
Principle of Clarity
Principle of Attention
Principle of Feedback
Principle of Informality
Principle of Consistency
Principle of Timeliness
Principle of Adequacy

What is the importance of communication in management? Summarise the Communication

Structure in Organizations:
 Importance of Communication in Management:
Every organization needs an effective communication system to enable it to
function and flourish. In an organization, communication is a means.
 To increase employees job performance and effectiveness by updating their
knowledge.
 To promote employees’ sense of belonging and commitment.
 To effect changes smoothly.
 To motivate and create a sense of identification with the organization’s goals
 To inform and convince employees about decisions and the reasons behind
those decisions.
 To develop employees a clear understanding of their roles and future
growth opportunities in the organization
 To empower employees with information on development and activities.
Hence, an active communication system is vital for the good health of
the organization. If there is a continuous sharing of ideas and interactive
meetings between the management and workers, the overall atmosphere of
understanding and goodwill would prevail in the workplace. If decision
making is transparent employees would understand reasons for those
decisions and accept and implement them even if they affect them adversely.

Communication Structure in Organizations:

 In Business organizations, the effectiveness of a communication system

depends upon the extent to which the necessary information (required for
decision making) reaches the concerned person (who needs that information) at
the right time (when the information is needed). This network of information
supports the overall functioning of management by integrating and
coordinating the work force for achieving organizational objectives.
 Hence every organization creates a network (Channel) for information to pass
through its different levels of authority and functional heads and units.
 Vertical Communication: In organizations there are well-defined lines/ routes
for passing on communication. At the boardroom level, policy decisions are
taken. From there, downward information and instructions are sent to senior
managers or a group of senior managers.

 The senior managers ensure that the policy decisions are easily understood,
implemented, sustained, monitored, reviewed and reported as feedback. Any
information on feedback (performance data or employee’s experience or
suggestions) is in turn sent upward.
 In this organizational system of communication, the key links are managers
and supervisors. They pass on information upwards and downwards.
 Managers and supervisor are also responsible for carrying out follow up action
on the required lines. In all large organizations, the HRD/HRM or personnel
department manages the circulation of information among employees.
Personnel managers are in constant touch with all sections of employees. They
are able to identify needs; guide on policy matters and supervise infrastructural
arrangements.
  Still when an organization has too many hierarchical levels, managers face a
lot of difficulty to reach the ground level employees and shop-floor employees.
In all such situations, communication tends to be slow in reaching and delayed
in getting absorbed and acted upon. The cost of this inevitable delay caused by
the sheer size of the structure of the organization may sometimes be too high.

 Horizontal Communication:
Also known as peer communication, it is usually needed within the
organization in relation to the following cases:

 Geographical location of divisions:

In a large setup, divisions may be based on geographical areas. Such divisions
may be known just by numbers or single letters.

 Functional organizations:
Normally business and industrial organizations form divisions on the basis of
different functions, such as production, marketing, finance, personnel and
training and development. All such divisions function independently and yet
remained linked with each other through peer-group communication and work
flow information. With the growth of technology and size of organizations, the
widespread production of goods and services needs to be coordinated through
the channel of horizontal communication.
From the stage of selection of raw material to that of a finished product,
numerous processes are involved in completing the given task of production.
At each stage of the production process, the job of a work-group depends upon
the timing and form of work received from the preceding work group. Any
failure in the smooth work flow adversely affects the performance at
successive stages of production.

Explain the seven c's of communication

1. Completeness,
2. Correctness
3. Conciseness
4. Courtesy
5. Concreteness
6. Clarity/Clearness
7. Comprehensiveness

What are the barriers to communication?

The barriers can be divided into four groups:
1. Semantic barriers
2. Physical barriers
3. Organizational barriers
4. Psychological barriers

Briefly explain communication in cross cultural setting.

All are influenced by cultural background which impacts on all aspects of

life family structures, beliefs about religion and spirituality, social interactions,
dress, gender roles of men and women etc. The concepts of culture and language
are intertwined and, in many ways, difficult to separate.
It is also important not to assume that all people from that community will behave in
the same way or have the same communication needs. Individuals will vary in terms of
their values and beliefs, education levels, life experience, level of literacy,
strength of commitment to their cultural norms and degree to which they use ethno-
specific services.

CULTURAL SENSITIVITY
Managers looking for global business opportunity often join formal classes to get a fell
for local cultures. Sensitivity to local cultures is necessary to stay in business. For
instance dinner diplomacy in China is often more effective than boardroom meeting
for securing business.

Meeting and Social visits.

Differences in cultures are seen in the way people from different cultures behave on
meeting someone for the first time.

Group behavior
Cultural differences are also noticeable in the way people in groups act when they are
joined by a new person.

Paying visit.
Visiting is a formal act. Calling out the name of the host of a house is usually
considered improper in most culture.

Addressing others.
Different cultures have different ways in which people address each other.

DEVELOPING CULTURAL INTELLIGENCE

Our attitudes, values, beliefs, social behavior, and language crystallize in the crucible
of culture. Therefore, to be able to act and respond correctly in intercultural situations,
it is important to know the other individual cultural back ground.

High-context culture

In a high-context culture, there are many contextual elements that help individuals
understand the rules. Much is taken for granted while communicating. A person who
does not know the unwritten rules of the culture may find communication confusing.

Low-context Cultures:
In a low-context culture, very little is taken for granted. Therefore, explicit statements
and explanations are required. The chances of misunderstanding by those outside that
culture are minimized.

Time as a Cultural Factor:

Monochromic Time:

Monochromic time means doing things in a sequential manner, one

thing at a time. Examples: North-America, Germany.

 Do one thing at a time
 Concentrate on the job at hand
 Think about deadlines and what must be achieved.
 Put the job first
 Seldom borrow or lend things
 Emphasize promptness

Polychromic time:

In a polychromic culture, human relationships are valued more than time. Polychromic
people do not hurry to get things done, and they get things done in their own time.

Example: France
 Polychromic Cultures:
 Do many things simultaneously.
 Are highly distractible and subject to interruptions.
 Think about what will be achieved.
 Put relationships first.
 Borrow and lend things more easily
 Base promptness on relationship factor

Space as a Cultural factor:

 Different cultures vary in their concern for space and social relationships
within it. Concern for space primarily suggests personal body space. But it also
relates to space in other situations such as in one’s room, in traffic and in the
office.
 People are extremely sensitive to any intrusion into their personal space by
others. But the area of personal territory differs from culture to culture and
relationship to relationship. This concern for space may extend to the level of
territorial possessiveness. In fact perhaps all territorial feuds and wars result
from an overzealous concern for space. This is often seen in offices, where
some individuals with territorial tendencies fight for exclusive use of their
office desks, behaving as if they possessed the desk when they are simply not
using it.
 People of high territoriality tend to be from low-context cultures. People of low
territoriality tend to have less sense of ownership of personal space and,
accordingly, boundaries have less meaning for them.
 This cultural analysis should help us understand an individual’s actions in the
context of the type of culture to which he or she belongs.
 For example: the reason for a person being late to a meeting may not be
laziness or lack of respect, but rather his or her having a polychromic cultural
background and a more flexible attitude towards timings.
Case study
Generational differences abound in the workplace, but few are quite as visible as body art:
tattoos, piercings (other than ear lobes), and hair dyes in unconventional colours. According
to survey data from the Pew Research Centre, people younger than 40 are much more
inclined than those over 40 to display some form of body art. For example, people 26 to 40
years old are four times more likely to have tattoos than people who are 41 to 64 years old.

With such profound differences, it’s no surprise that body art has become a contentious issue
in many workplaces, between employees wanting to express themselves and employers
wanting to maintain particular standards of professional appearance. As employment law
attorney Danielle S. Urban notes, the issue gets even more complicated when religious
symbolism is involved. Who is likely to win this battle? Will the body art enthusiasts who
continue to join the workforce and who are now rising up the managerial ranks force a
change in what is considered acceptable appearance in the workplace? Or will they be forced
to cover up in order to meet traditional standards? So far, most companies appear to be
relying on the judgment of their employees and managers, rather than enforcing strict
guidelines.

Many seem to accept that tastes and norms are changing and that body art has become a
widespread form of self-expression rather than a mode of rebellion. Job seekers are still
advised to be discreet, however, particularly with facial piercings and large, visible tattoos.
The nonverbal signals you think you are sending might not be the signals a hiring manager
receives.

Questions
1. Should companies have stricter standards of appearance for “customer-facing”
employees than for employees who do not interact with customers? Why or why not?
2. Should companies allow their employees the same freedom of expression and
appearance latitude as their customer’s exhibit? For example, if a firm’s clientele
tends to be heavily tattooed, should employees be allowed the same freedom?

Solutions

Q1. Ans
Companies according to their nature of jobs make different organizational culture.
Appearance of the employees depend on the type of job they perform. Also, it
depends on the space where they work, the culture and the age group they belong to.
The service industries like education, banking and health in some part of the world
might set strict standards of appearance for uniformity and to assert the company
identity. While imposing the stricter standard of appearance the organizations should
also take care of the types of clients. Because organizations and companies are to
satisfy their clients, they should very carefully set organizational standard as far as
uniformity and appearance is concerned.

Formality is considered as one of the important parts of an organization. Now the

question is what is ‘formal’. So, the formal is defined by the community and it is very
sensitive for an organization to evaluate the standard the community thinks and
 expects. If the community the organization serves think formality as decent quality (in
its perception) such as not having tattoos or unusual piercing except in the ear lobe
and nose, the company should have the stricter standards of appearance where
employees should not look different with their body ‘fabricated’ in tattoos and
piercing or extremely colored hairs in multiple colors. In such situation, the
companies must have stricter standards of appearance to meet the prospects of its
clients otherwise the companies may allow their employees to be casual.

The subject of appearance is considered as a personal freedom, however, once an

employee enters into the organization s/he should abide by its custom. It’s very
difficult for a company to make two different sets of regulations in the same
company. The 2 differences in terms of regulations might create conflict among the
colleagues. There is division between those who feel privileged and the other forced.
On the other hand, sometimes the subject of appearance depends on the type of job
one performs: such as an IT officer or a consultant who doesn’t need to be in the
office like the other regular staff might be given leverage and they can have relative
freedom. But the employees who are in the interface reflect the company image and
they have the ‘face value’ by which the client judge company’s formality in a way.
Therefore, making the difference in appearance for customer-facing employees and
employees who don’t interact with the customers is totally the matter of emotional
intelligence of a manager.
Q2. Ans
The Freedom of expression and appearance of latitude as the customer exhibit
depends on the type of service the company offers. It is a company related to fashion
or cosmetics appearance latitude is almost mandatory for the employees because it
serves like an advertorial for the clients.
The clients can be attracted with the appearance of the employee and can demand
similar service. Or it is even easier for the clients to customize and improvise the type
of service or product they want to consume whether it is tattooing a body or choosing
a dress. However, the organization like bank and insurance where various fashionable
people receive service can’t practice the similar trend because the client might have
different perception towards the organization. Hence, the company at first should
recognize its audience/consumers expectation and perform accordingly.

Individual perspectives are never the same. The perspectives are determined by
culture, generation and location.

2nd module
3m
What is oral communication?

Oral communication, also Known as verbal communication, is the exchange of verbal

messages between sender and receiver. It is more immediate than written
communication. It is more natural and informal. The study of human behavior shows
that 70% of our life is spent communicating. Out of the total time spent in
communicating, normally, 45% relates to listening, 30% to speaking, 16% to
reading and 9% to writing. Thus, 75% of our time, we spend in listening and
speaking. Therefore people in business learn to use this time to their best advantage for
creating and sustaining good relationship through their ability to listen and speak
 effectively.

Oral communication refers to spoken words through face to face or through

electrical devices such as phone, teleconferencing, public address system etc.
Examples: Interview, public speech, meetings

What do you mean by sequential conversation?

When we converse in a skillfully controlled way, we make statements that are in

sequence to what is said by the other person. There is a logical link between the
statements made by the speaker and the listener. The listener receives carefully
what is being said and waits for his proper chance to join in to say clearly and
forcefully what he has to say. But he carries forward the conversation in a connected
and sequential form. In this way, within a short time, ideas and thoughts are developed
in a structured pattern.

Define Parallel conversation

We engage in conversation to find out facts, or know the issues and this aim can
be fulfilled when we take interest in what is initially sated by him. And the other
person seek further information on what is originally stated by asking questions and
exploring the meaning of the messages indicated by clues and non-verbal signals. But
if we do not do so,

The two parallel statements cannot meet and therefore, cannot be linked together.
For example:
X : It is necessary that we increase our export
Y : I think it is most important for us to reduce our manpower immediately.

7m
Analyse the principles of successful oral communication

Purpose
The purpose of talking effectively is to be heard and understood by the listener.

Simple words
It is important to use language that is free from long – winded sentences, clichés and
old fashioned words and phrases. It is best to employ commonly used words and short
and simple sentences.

Rhythm and tone

• Our language should have the commonly used words, and short and simple sentences.
 The pitch of our voice should take into consideration the distance
between the listener and the speaker.
• The tone should be marked by the accent of Sincerity and confident tone
• An effective speaker learns to control and use his tone and body language to
support the message communicated by words.
• Verbal 7%, tone of voice 38% and visual 55%

Pace of speaking
 • The spoken word is short lived. The listener cannot turn back to the spoken
words as the reader can.
• Listener has to listen closely and attentively. There should be a due
correlation between the pace of speaking and the rate of listening.
• Converse slowly with semantic pauses.

Fluency
Fluency usually means ease as a condition of speaking. But a fluent speaker is one
who is heard with ease. The listener does not have to strain his mind to receive,
register, and interpret the message heard. No long pauses and nonstop rushing through
words.

Therefore, a speaker has to be very careful about his words and the manner of
speaking them. In oral communication, the manner of speaking is at many times more
important than the words, which communicate only 7% of the total message. Albert
Mehrabiam’s research reveals astonishing facts about how exactly different factors
contribute to a speaker’s total message ---
• Verbal 7%
• Tone of Voice 38%
• Visual 55%
• An effective speaker therefore learns to control and use his tone and
body language to support the message communicated by words.

What are the characteristics of oral communication?

Oral communication is characterized by seven Cs - Candidness, clarity, completeness,
conciseness, concreteness, correctness and courtesy. Oral communication should
provide a platform for fair and candid exchange of ideas. The effective communicator
should follow the following:
• Consider the objective
• Think about the interest level of the receiver
• Be sincere
• Use simple language
• Brief and precise
• Give full facts
• Use polite words and tone
• Cut out insulting message
• Allow time to respond
• Say something interesting and pleasing to the recipient.

Explain the techniques for conversation control

1. Recognize cues and clues
2. Interpreting signs and signals
3. Parallel conversation
4. Sequential conversation
5. Reflection and empathy
6. Sense of time as skill
10m
Summarize the merits and demerits of oral communication.
Merits of oral communication
1. Immediate feedback
 2. Better relationship
3. Time saving
4. Effective tool of persuasion
5. Effective tool for group communication
6. Economical
7. Allows to measure effectiveness immediately
Demerits of oral communication
1. Lack of documentation
2. Distortion in passing the message
3. No legal validity
4. Possibility of misunderstanding
5. Unsuitable for long message
6. Difficulty in assigning responsibility
7. It is considered by physical barriers

Brief the process for planning organising and writing presentations.

The steps involved in planning organising and writing presentations

Step 1. Outline your presentation
Step 2. Think about tone
Step 3. Choose a palette
Step 4. Emphasize one point per slide.
Step 5. Make it visual

Case study
Len worked in a research department for a year as a researcher and he was laid off due to
recession. He decided to meet the CEO to accommodate him. However the secretary, kim did
not permit Len by saying that CEO was busy. He got better employment elsewhere and
joined. Being an Researcher he wrote an article for an international journal. Len wanted to
share the successful publication with his former CEO and went to meet him to gift the book
as a complimentary copy. e secretary did not appreciate his visit and still claimed the CEO
was busy. Hence Len handled over the complimentary copy to her departed the office. He
sent an email to Ex-CEO about his coming and he could not meet as the letter was busy with
his schedule. After 5 hours the secretary telephoned Len and said firmly "CEO told to return
the book to you. You come and take the books back". Len replied. It's a complimentary copy.
She was impatient. So Len responded politely. Right now, I am far away when I come to that
area. I would take back the book. The very next day. Len received email from his Ex-CEO
congratulations Len for the publication and tanked for coming all the way gift the book. Len
felt excited that his Ex-CEO was pleased with publication.

a. What were the communication challenges in the above case study?

b. Was the secretary right in avoiding the Len who came all the from long distance to gift the
complimentary copy?
c. Was secretary a good listener?

a. What were the communication challenges in the above case study?

Len could have faced communication barriers like, Physical Barriers like not able to meet
CEO or he was not allowed to.
Psychological barriers like self-centered attitude of Kim and her poor communication skills
are also acting as barriers between Len and CEO • Language barriers/semantic barriers which
includes non-innovative approach by Len towards Kim, lack of effective communication
approach could be a barrier * Cross cultural barriers in which Kim is having it may be due to
ethnic background or employment status or not being human centric.

b. Was the secretary right in avoiding the Len who came all the from long distance to gift the
complimentary copy?

No, secretary is not right. As any organization policy never say to forget/neglect our old
employees who has contributed for development of the organization to achieve its vision and
mission through accomplishing assigned tasks periodically and as per needs. So, it's also the
responsibility of organization and its employees. working in top management to pay attention
towards their ex-employees particularly when your job is a mediator. Kim's job is to act as a
mediator acting between CEO and people who comes to meet him. She could have been
amicable, candid and nice with Len in communication. Kim should be honest, truthful and
ethical in her-self treating people with humanity. She should have tried her best to give
complimentary copy book to CEO given by Len. If CEO was truly busy and neglect Len, he
could have not responded to Len with gratitude.

c. Was secretary a good listener?

No, a good listener is he/she who is good in paying attention to others, be empathetic towards
understanding other point of approach. A good listener should make others feel us comfort
while speaking with lot of periodic feedbacks. The secretary should be fore in judgements
and appropriate positive responses. A good listener should have patience and encourage
others to express their feelings which Kim has failed with