business communication chapter one 1&2.pptx
- 1. 1.1 An overview of Business Communication The word “communication” derived from the Latin word ‘communicare’ that means to impart, to participate, to share or to make common. It is a process of exchange of facts, ideas, and opinions and as a means that individual or organization share meaning and understanding with one another. It is the lifeblood of every business. Information must be conveyed, received, understood, and acted upon in a proper manner.
- 2. When there is a breakdown in this process, organizational efficiency suffers. Most organizations depend on communication to accomplish their objectives. Communication may be defined as interchange of thought or information between two or more persons to bring about mutual understanding and desired action. It is the information exchange by words or symbols. It is the exchange of facts, ideas and viewpoints which bring about commonness of interest, purpose and efforts.
- 3. Purpose of communication For instruction: The instructive function unvarying and importantly deals with the commanding nature. It is more or less of directive nature. For integration: It is consolidated function under which integration of activities is endeavored. It helps in the unification of different management functions. For information: The purposes or function of communication in an organization is to inform the individual or group about the particular task or company policies and procedures etc.
- 4. For evaluation: Examination of activities to form an idea or judgment of the worth of task is achieved through communication. For direction: Communication is necessary to issue directions by the top management or manager to the lower level. For teaching: A complete communication process is required to teach and educate workers about personal safety on the jobs. For influencing: A complete communication process is necessary in influencing others or being influenced.
- 5. For image building: Goodwill and confidence are necessarily created among the public. It can be done by the communication with the different media, which has to project the image of the firm in the society. For employees’ orientation: When a new employee enter into the organization at that time he or she will be unknown to the organization programs, policies, culture etc. Communication helps to make people acquainted with the co-employees, superior and with the policies, objectives, rules and regulations of the organization.
- 6. Effective communication is important in a business setting because of the following reasons: It helps organizations achieve their goals. So important is communication that without it an organization cannot function. Businesses growth in size: large businesses have a number of branches within a country or even abroad. Complexity of business activity: business activities have become extremely complex that different departments handle specialization, planning, production, sales, stores, advertising, financing, accounts etc.
- 7. Thus, if these departments do not communicate with one another as well as with management, there will be no coordination among them. Business Competition: business has become very competitive such that products of common consumption are available in the market in dozen of brands. All these brands do not sell equally well. Marketing research has revealed that firms that communicate better can also sell better.
- 8. A valuable job requirement: if you can communicate effectively in speaking and writing, you have an important, highly valued skill. An essential for promotion: the requisite for a promotable executive is ‘ability to communicate.’ The ability to write and speak well becomes increasingly important as you rise in an organization.
- 9. It helps to meet personal responsibilities: people put things in writing to create a record, to convey complex data, to make things convenient for the reader, to save money, and to convey their own messages more effectively.
- 10. Significance of communication The term business communication is used for all messages that we send and receive for official purpose like running a business, managing an organization, conducting the formal affairs of a voluntary organization and so on. The success of any business to a large extent depends on efficient and effective communication. It takes place among business entities, in market and market places, within organizations and between various group of employees, owners and employees, buyers and sellers, service providers and customers, sales persons and prospects and also between people within the organization and the press persons.
- 11. The management problem generally results in poor communication. Serious mistakes are made because orders are misunderstood. The basic problem in communication is that the meaning which is actually understood may not be what the other intended to send. It must be realized that the speaker and the listener are two separate individuals having their own limitations and number of things may happen to distort the message that pass between them. When people within the organization communicate with each other, it is internal communication. They do so to work as a team and realize the common goals. It could be official or unofficial. Modes of internal communication include face-to-face and written communication. Memos, reports, office order, circular, fax, video conferencing, meeting etc. are the examples of internal communication. When people in the organization communicate with anyone outside the organization it is called external communication. These people may be clients or customers, dealers or distributors, media, government, general public etc. are the examples of external communication.
- 12. CHAPTER TWO ELEMENTS AND TYPES OF COMMUNICATION IN ORGANIZATIONS The process and Model of Communication Barrier of communication in an Organization Forms of communication • Formal Flow of Communication • Informal Communication • Principles of Effective Communication • Get ways to effective Communication • Seven C’s of Communication •
- 13. Objectives After completing this unit students should be able to: Describe the process of communication Explain different types of communication barriers understand formal flows of communication
- 14. The process and Model of Communication 2.2.1. The communication Process/cycle The transmission of sender’s ideas to the receiver and the receiver’s feedback or reaction to the sender constitute the communication cycle. The process of communication begins when one person (the sender) wants to transmit a fact, idea, opinion or other information to someone else (the receiver). This facts, idea or opinion has meaning to the sender. The next step is translating or converting the message into a language which reflects the idea. That is the message must be encoded. The encoding process is influenced by content of the message, the familiarity of sender and receiver and other situation of factors. After the message has been encoded, it is transmitted through the appropriate channel or medium. Common channel in organization includes meetings, reports, memorandums, letters, e-mail, fax and telephone calls. When the message is received, it is decoded, by the receiver and gives feedback to the sender as the conformation about the particular message has been carefully understand or not.
- 15. The process of communication involves the following elements: Sender or transmitter: The person who desires to convey the message is known as sender. Sender initiates the message and changes the behavior of the receiver. Message: It is a subject matter of any communication. It may involve any fact, idea, opinion or information. It must exist in the mind of the sender if communication is to take place. Encoding: The communicator of the information organizes his idea into series of symbols (words, signs, etc.) which, he feels will communicate to the intended receiver or receivers. Communication channel: The sender has to select the channel for sending the information. Communication channel is the media through which the message passes. It is the link that connects the sender and the receiver. Receiver: The person who receives the message is called receiver or receiver is the person to whom the particular message is sent by the transmitter. The communication process is incomplete without the existence of receiver of the message. It is a receiver who receives and tries to understand the message. Decoding: Decoding is the process of interpretation of an encoded message into the understandable meaning. Decoding helps the receiver to drive meaning from the message. Feedback: Communication is an exchange process. For the exchange to be complete the information must go back to whom from where it started (or sender), so that he can know the reaction of the receiver. The reaction or response of the receiver is known as feedback.
- 16. Barrier of communication in an organization The major barriers of communication include the following: 1. Channel selection: Communication may be oral, written, visual or audio-visual. The different communication channels can be personal barriers in that some individuals always seem to lean toward a particular channel even though a more effective one exists. All the media have their relative merits and limitations. While a properly chosen medium can add to the effectiveness of a communication, an unsuitable medium may act as a barrier to it. Physical barriers: these include noise, and time & distance. Noise: Anything that interferes with communication & distorts or blocks the message is noise. Noise is quite often a barrier to communication. In factories oral communication could be difficult by the loud noise of machines. Time & Distance: Time and distance also act as barriers to communication. Modern communication facilities like fax, telephone and Internet are not available everywhere. This is especially so in most companies of our country. Even when these technologies are available, sometimes-mechanical breakdowns render these facilities ineffective.
- 17. 2. Semantics: refer to the different uses & meanings of words. Words are symbols; therefore, they do not necessarily have the same meaning for everyone. Semantic barriers include: – Interpretations of words: Do you remember a situation where you and your friend understood a word communicated by somebody else in a different way? The knowledge we each have about a subject or word affects the meaning we attach to it. Individuals have their own network of words & meanings available for recall that overlap, but do not correspond exactly, with those of others. – Bypassed instructions: when the message sender & receiver attribute different meanings to the same words or use different words though intending the same meaning, bypassing often occurs. Example: An office manager handed to a new assistant a letter, with the instruction “Take it to our store room and burn it.” In the office manager’s mind (and in the firm’s jargon) the word “burn” meant to make a copy on a photocopier. As the letter was extremely important, she wanted an extra copy. However, the puzzled new employee afraid to ask questions, burned the letter and thus destroyed the only existing copy! – Denotations: the denotative meaning is the meaning on which most people will probably agree.
- 18. – It often is the dictionary definition. The word informs the receiver & it names objects, people, or events without indicating positive or negative qualities. Such words are car, desk, book, house, water conveys denotative meaning, provided, of course, that the communicators understand the English language & provided that the receiver has a similar understanding of the context in which the word is used. – Connotations: in addition to more literal denotative meanings, some words have connotative meanings that arouse qualitative judgments & personal reactions. The term ‘meeting room’ is denotative. Director’s lounge, executive suite, boardroom, though they each denote a meeting place, also has connotative meanings. •
- 19. Euphemisms: tactful writer & speakers are euphemisms whenever possible to replace words that might have blunt, painful, lowly, or distasteful connotations. Euphemisms are mild, innovative expressions with which most people do not have negative associations. Expressions like the following have obvious connotative advantage: maintenance worker or staff member instead of janitor; slender instead of skinny; restroom instead of toilet. Instead of saying an employee was fired, a communicator may use such euphemism as laid off, terminated, or a victim of reorganization or staff cutbacks.
- 20. 3. Perception of reality: The reality of an object, an event, or a person is different to different people. Reality is not a fixed concept; it is complex, infinite and continually changing. People perceive reality in different ways. No two persons perceive reality in identical manners. We make various abstractions, inferences, and evaluations of the world around us. – Abstracting: the process of focusing on some details & omitting others.
- 21. Differences in abstracting occur not only when persons describe events but also when they describe people, equipment, project, or animals. - Inferring: What we directly see, hear, feel, taste, smell or can immediately verify and confirm & constitutes a fact. - But the statements that go beyond the facts and the conclusions based on facts are called inferences. - They are conclusions made by reasoning from evidences or premises. - If enough rain fall during the summer, we can infer that the price of ‘teff’ will go down.
- 22. 5. Making frozen evaluation: another drawback of effective perception is the frozen evaluation – the stereotyped, static impression that ignores significant differences or changes. Stereotyping is the tendency to attribute characteristics of an individual on the basis of an assessment of the group to which the individual belongs. The manager uses those perceived common characteristics to draw conclusions about the characteristics of the individual, rather than acquiring information about those characteristics more directly.
- 23. 6. Attitudes & Opinions: communication effectiveness is influenced also by the attitudes & opinions the communicators have in their mental filters. People tend to react favorably when the message they receive agrees with their views towards the information, the set of facts, & the sender. In addition, sometimes unrelated circumstances affect their attitudes, & responses like: Emotional state: a person’s ability to encode a message can become impaired when a person is feeling strong emotions. For example, when you are angry, it is harder to consider the other person’s viewpoint & to choose words carefully. •
- 24. Likewise, the receiver will have difficulty-decoding message when her/his emotions are strong. For instance, a person who is elated at receiving good news might not pay close attention to some one else’s words or body language. Some one who is angry might pay attention but misinterpret a message in light of her/his anger. For example, a division sales manager who has just has an argument with a spouse is not likely to receive a quarterly sales report showing a downturn in sales with much sensitivity or to be open to explanations as to why sales are low. However, it is possible that, with time to cool off, the manager will be more willing to listen to reasons for poor sales.
- 25. Favorable or Unfavorable information: rejecting, distorting, & avoiding are three common undesirable, negative ways receivers react to information they consider unfavorable. For example, if a change in the policy of an organization proves advantageous to employees, they welcome it as good; if it is contrary to their beliefs or benefits, they may reject, or resent the company and their boss, perhaps falsely accusing them of being unfair. Or they may instead, distort, the meaning and misinterpret the true purpose of the policy change.
- 26. Or they may avoid the message, situation or people by putting off acceptance, hoping that the delay will some how prevent the change & protect them. Closed mind: some people have a closed mind toward receiving new information. The closed-minded person is one of the most difficult to communicate with. •
- 27. Typically this person has only inadequate and mainly incorrect knowledge of the subject. Yet s/he refuses to consider any new facts, even from an expert who has made a long, careful study of the problem and the proposed change. The closed minded person says in essence: “my mind is made up” “Don’t bother me with facts” “I want what I want”. Closed-minded people stubbornly reject, distort or avoid a viewpoint before they know the facts.
- 28. Status consciousness: people in the upper areas of organization’s hierarchy, those who have more status & power, may be hesitant to listen to those individuals lower in the hierarchy, feeling for example, that people of lower status & power do not possess any useful information. By the same token, people of lower status & power may be reluctant to share information because they believe that people with higher status & power will not listen. Subordinates are afraid of communicating any unpleasant information to their managers. They may be afraid that they might displease their superiors by telling them unpleasant facts. •
- 29. Or they may fear that unfavorable communication may adversely reflect upon their own competence. The subordinates also find it difficult to offer proposals for the improvement of the organization, for such proposals are not usually encouraged.
- 30. Credibility: people react more favorably when a communicator has credibility – when they respect, trust, & believe in the communicator. A sender’s credibility plays an important role in how a message is received & understood. If the receiver does not consider the sender trustworthy or knowledgeable about the subject being communicated, s/he will most likely be reluctant even to listen to the message. For example, if you learn that your professor has no educational background about management, you may feel that she has little knowledge concerning the area of management &, thus, place little weight on anything she tells you concerning the subject. Likewise, a sender may limit what s/he communicates to a receiver who is not considered trustworthy.
- 31. For instance, if an employee offers an idea for a more efficient way to perform a job & his supervisor takes credit for it, then the employee is more likely to withhold future information from the supervisor, as he will probably not trust the supervisor with such information. Information overload: refers to the condition of having too much information to process. The implication is that individuals can effectively process only a certain amount of information. An example would be if your professor gave you too much information, too quickly, concerning a term paper’s requirements or if a manager gave an employee too much information at one time about a report’s requirements. In either situation, the receiver probably does not receive the entire message.
- 32. 2.3 Forms of Communication Communication is divided into external and internal communication. External communications are those communications which are occurring outside the organization like communication with other companies, with government, general public etc. Internal communications are those which are inside the organization. Internal communications are further divided into two parts, formal or official and informal.
- 33. Formal: Formal communication flows along prescribed channels which all members desirous of communicating with one another are obliged to follow. Informal: Along with the formal channel of communication every organization has an equally effective channel of communication that is the informal channel often called grapevine, because it runs in all directions—Horizontal, Vertical, Diagonal. It flows around water cooler, down hallways, through lunch rooms and wherever people get together in groups.
- 34. 2.3.1 Formal Flow of Communication Advantage It passes through line and authority and consequently ensures the maintenance of authority as well as accountability of the executives’ in-charge. It helps to develop intimate relations between immediate boss and his subordinates. It keeps uniformity in the dissemination of information. Typically, communication flows in four separate directions. -Downward -Upward -Horizontal and -Diagonal.
- 35. 2.3.2 Downward Communication Formal messages that flow from managers and supervisors to subordinates are called downward communication. Usually, this type of communication involves: Job directions Assignment of tasks and responsibilities Performance feedback Certain information concerning the organization’s strategies and goals. Speeches Policy and procedure manuals Briefings on the organization’s mission and strategies Staff meetings and Job descriptions are all examples of downward communication. Job rationales Policy and Procedures: practice of the organization or rules and regulations of the organization. “All unused sick leaves will be converted into cash bonuses at the end of every year.” Motivational appeals
- 36. 2.3.3 Upward Communication Formal messages also flow upward from subordinates to supervisors and managers. Without upward communication, management would never know how their downward messages were received and interpreted by the employees and would miss out on valuable ideas; workers would not get the chance to be part of the company. To solve problems and make intelligent decisions, management must learn what’s going on in the organization. Because they can not be everywhere at once, executive depend on lower-level employees to furnish them with accurate, timely reports on problems, emerging trends, opportunities or improvements, etc.
- 37. The following types of messages are valuable when communicated upward. What subordinates are doing: highlights of their work, achievements, progress, and future job plan. Outlines of unsolved work problems: on which subordinates now need aid or may require help in the future. Suggestions or ideas for improvements: within departments or in the organization as a whole. How subordinates think and feel: about their jobs, their associates, and their organization. Forms of upward communication include one-to-one meetings with one’s immediate supervisor, staff meetings with supervisors, suggestion systems, grievance procedures, employee attitude survey, progress reports, inquiries, etc.
- 38. 2.3.4 Horizontal Communication Horizontal communication involves exchange of information among individuals on the same organizational level, such as across or within departments. Thus, it generally involves colleagues and peers. Horizontal information informs, supports, and coordinates activities both interdepartmentally and interdepartmentally. Considerable horizontal communication in organizations stems from staff specialists, in areas such as engineering, accounting, and human resources management, who provide advice to managers in various departments. Horizontal communication is especially important in an organization for the following purposes:
- 39. To coordinate task when several employees or departments are each working on part of an important project. To solve problems such as how to reduce waste or how to increase the number of items assembled each hour. To share information such as an easier way to perform a task or the results of a new survey. To solve conflicts such as jealousy or disagreements between coworkers. To build rapport: peer support.
- 40. 2.3.5 Diagonal Communication Some organizational structures employ teams comprised of members from different functional areas, even different levels of the hierarchy. When these individuals from different units and organizational level communicate, it is diagonal communication. With more and more firms reducing the number of management layers and increasing the use of self managed work teams, many workers are being required to communicate with others in different departments and on different levels to solve problems and coordinate work.
- 41. For instance, a team might be formed from all functional areas (accounting, marketing, operations, and human resources) to work on a specific product project to ensure that all points of view are considered.
- 42. 2. Informal Communication It’s known that employees in the work place transmit much information or messages in their day to day activity and these messages may not flow through a formal network. Instead, the workers use an informal communication network that is mainly oral. The grapevine is an informal communication network throughout the organization in which messages are rapidly transmitted, usually orally on a one to one basis. Rumors about company matters such as a proposed merger, reallocation of the headquarters office or a cutback in the work force are often spread by means of the grapevine.
- 43. Factor responsible for the grapevine phenomenon Feeling of certainty or lack of direction when the organization is passing through a difficult period. Feeling of inadequacy or lack of self confidence on the part of employee, leading to the formation of gaps. Formation of a clique or favored group by the managers, giving other employees a feeling of insecurity or isolation. Forms of grapevine communication Single chain: In this type of chain ‘A’ tells something to ‘B’ who tells it to ‘C’ and so on it goes down the line. This type of communication flows from one person to another person through single chain or communication flows one by one. When ‘A’ tells something to ‘B’ who tells it to ‘C’ and so on. One interesting fact comes out from this type of communication that when one person passes certain information to other and they treat the message as confidential or secret which further communicated by another with same feeling of confidentiality and secrecy.
- 44. 1. Single Chain Star chain: In this type of chain person speaks out and tells everyone the information he/ she has obtained. This chain is often used when information or a message regarding an interesting but non job related nature is being conveyed. Sometimes it also called gossip chain. 2. Star Chain Cluster chain: In this type of chain ‘A’ tells something to a few selected individuals who gain inform a few selected individuals. And the information flows in similar manner to other individual.
- 45. 3. Cluster Chain Probability chain: The probability chain is a random process in which a transmission of the information to other in accordance with the laws of probability and then these tell still others in a similar manner. The chain may also be called random. 4. Probability Chain The probability chain is a random process in which a transmission of the information to other in accordance with the laws of probability and then these tell still others in a similar manner. The chain may also be called random.
- 46. 2.4 Principles of Effective Communication It is very difficult to suggest a comprehensive list of vital features of system of communication. It will depend on the specific needs of the situation. The following guidelines or principles may be followed to achieve effective communication: Clarity of message: The basic principle in communication is clarity. The message must be as clear as possible. No vagueness should creep into it. The message can be conveyed properly only if it is clearly formulated in the mind of the both sender and receiver. Speed: A good system of communication must ensure a speedy transmission of message. The time taken to transmit a message to its destination and speed of the communication system should be considered on the basis of the urgency of communicating the message. If message not delivered at time it create problem for organization.
- 47. Two-way process: Communication is the two-way process that provides feedback to the sender from the receiver. Feedback refers to transmission of information concerning the effect of any act of communication. Reliability: Communication starts on the basis of belief. This atmosphere is built by performance on the part of the expert. The receiver must have confidence in the sender. He must have a high regard for the source’s competence on the subject.
- 48. Completeness: Every Communication must be complete as adequate. Incomplete messages create misunderstanding, keep the receiver guessing and delay action. Content: The message must be meaningful for the receiver, and it must be compatible with his value system. It must have significance for him. In general, people select those items or information which promises them the greatest rewards. The content determines the response of the audience. Accuracy: The communication medium should ensure accuracy in the transmission of messages. Whatever medium chooses by the sender should be accurate for that particular kind of information which they want to send.
- 49. Capability: Communication must take into account the capability of the audience. Communications are most effective when they required the least effort on the part of the recipients. This includes factors like reading ability and receiver knowledge. Economy: The communication system should be as much economical as possible. But efficiency of the system should not be sacrificed to achieve economy. Secrecy: The communication system should ensure secrecy and there should be no leakage of information. It becomes more essential when messages are of confidential nature.
- 50. 2.5 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: Two-way channel: In communication, two parties are involved, namely, the sender or transmitter, and the receiver of the message. An effective communication demands two-way communication. It should be vertical, downward and upward. Therefore, a manager should thus not only to inform, instruct and order but should also be prepared to listen, understand and interprets.
- 51. • Clarity of message: Clarity of facts, ideas, opinion in the mind of communicator should be clear before communicating. • According to Koontz and Donnell, “A communication possesses clarity when it is expressed in a language and transmitted in a way that can be comprehended by the receiver.”
- 52. Mutual trust: A communication system may be considered excellent when mutual trust or understanding exists between sender and the receiver of the message. Existence of healthy interpersonal relation between the seniors and their subordinates is also an indicator of an adequate system of communication in any department or organization. Timely message: Considerable attention should be given to the timeliness of communication. Old information is worse than none at all. Consistency of message: Consistency can be achieved if the communicator keeps in his mind the objective, policies and program of the enterprise.
- 53. It should not be conflicting with the previous communications; otherwise, it would create confusion and anarchy in the organization. Good relations: The mode of communication should be chosen in such a manner that it does not hurt the feelings of the receiver. It should create proper understanding in their minds of the receiver which leads to develop and maintain the good relationship among the receiver and the sender. Feedback: Feedback provides proper understanding of the message to the receiver.
- 54. It helpful in making a two-way communication process. The sender must try to ascertain whether or not receiver properly understood the message. Flexibility: The communication system should be flexible enough to adjust to the changing requirements. It should absorb new techniques of communication with little resistance.
- 55. Seven Cs of Communication 2.6.1 Seven Cs of Written Communication Clarity Clarity of thought: It comes from a careful consideration of the objective, content and medium of communication. Clarity of Expression: Use simple word, easy to understand words: Avoid them Use them Compensate Pay Facilitate Help Utilize Use Use Single words for long phrases: Long Phrases Single Words At all times Always For the purpose of For
- 56. (Difficult) (Simple) Come to a conclusion Conclude Make a decision Decide Take into consideration Consider Avoid double entry Double entry Simple Actual fact Fact End result Result Period of one week One week Previous experience Experience 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 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.
- 57. 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 Conciseness Include only relevant facts Avoid repetition Organize your message well Consideration Avoid gender bias Avoid Use Chairman Chair person Policeman Police Sir/Madam
- 58. 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). Apologies sincerely for an omission/thank enormously for a favor. Correctness Give correct facts. Send your message at the correct time. Send your message in the correct style. Concreteness Always use specific fact and figures. Message should be definite and vivid. Avoid exaggeration.
- 59. 2.6.2 Seven Cs of Oral Communication According to Francis J. Bergin, a person engaged in oral communication must remember seven Cs. And these are as follows: Clear: An oral communication become effective when the message is clear for the audience or receiver as the sender wants to convey. Oral messages are often misunderstood because the speaker does not talk distinctly. So, for this purpose clear pronunciation is very much required. To minimize this kind of problem a speaker tries to workout on different, lengthy and unusual words for clear pronunciation. Concise: Many people enjoy while talking and sometimes oral communication suffers from the problem of over communication.
- 60. But when the speaker keeps on talking for long, his/her message will be distracted. So it will be advisable to speakers to try to keep the message as brief as possible without changing the real message. Complete: Like written communication in oral communication also, completeness required. While communicating with other makes it sure that you have paid attention on below questions. Checking for the five W’s questions.
- 61. Correct: In oral communication correctness means the source of information or from where you get information is right or trustworthy source. Because if your source of information is correct than the others generate faith on the speakers and listen them carefully. Concrete: For making oral communication effectively speakers should use specific fact and ideas and also avoid exaggerating of any information. They try to choose appropriate words which are not affecting a particular individual, society, culture or nation.
- 62. Courtesy: Courtesy involves you-attitude. Use polite words for oral communication. Tries to avoid irritating expression, sincerely apologies for any mistake, do not use any discriminatory expressions which are related to individual people, race, ethics, origin, physical appearance etc. Candid: When the speaker chooses the candid approaches, its mean that their message should be straight, open, frank, outspoken. But not hurting particular individual.