PRINCIPES OF COMMUNICATION
Communication is an important part of our world today. The ability to Communicate effectively with others is considered a prized quality of the successful business people. To communicate easily and effectively with your readers, you should apply the following Seven ‘C’ principles:
1. Clarity 5. Correctness
2. Conciseness 6. Courtesy
3. Consideration 7. Completeness
4. Concreteness
COMPLETENESS
A business message is complete when it contains all facts that the reader or listener needs for the reaction you desire. Senders and receivers are influenced by their background, viewpoint, needs, experience, attitude, status and emotions. Because of their difference, the receiver needs to be sure that he has included all relevant information. Completeness is closely related to clarity.
A complete message brings desired result. It does a better job of building goodwill. It helps remove costly lawsuits that may result if important information is missing. Moreover, the communication that seems unimportant can be surprisingly important if the information is complete and effective.
For completeness, keep the following guidelines in mind:
• Provide all necessary information
• Answer all questions asked
• Give something extra when desirable
Provide all necessary information
Writing messages check to make sure you have provided all the information the reader needs for understanding.
Your reader needs to know how much, what size, what type, and other details. To achieve this clarity, your message should answer the “five Ws and one H”
Answer all questions asked
Replying to an inquiry or request, answer all questions asked, and even anticipate the reader’s reaction by providing other relevant information.
Give something extra when desirable • Sometimes, as an intelligent writer, you know what your reader may need to know about any certain thing. In this case you must include anything that is of your reader’s benefit. Use your good judgement in offering additional material if the sender’s message is incomplete question.
• How come my request for an interview letter did not receive a response.
When was the letter sent? To whom was it sent? Such a letter would require a return letter to answer the above questions, so take care to make your message complete.
CONCISENESS
Conciseness is saying what you want to say in the fewest possible words without sacrificing the other C qualities. A concise message is complete without being wordy.
A concise message saves time and expense for both the sender and the receiver
It increases emphasis in the message. It shows respect for the recipient, by not cluttering them unnecessary information.
To achieve conciseness, observe the following suggestions.
• Eliminate wordy expressions
• Include only relevant material
• Avoid unnecessary repetition
Eliminate wordy expressions
1)Use single-word substitutes instead of phrases whenever possible without changing meaning.
Wordy : At this time
Concise : Now
Wordy : Due to the fact that
Concise : because
Wordy : have need for
Concise : Need
Wordy : In due course
Concise : Soon
2)Omit trite, unnecessary expressions
Wordy : Please be advised that your admission statement has been received.
Concise : Your admission statement has been received.
3)Replace wordy conventional statements with concise ones.
Wordy : Please find attached the list you requested.
Concise : The list you requested is attached.
4)Replace wordy conventional statements with concise ones.
Wordy : Such refreshing comments are few and far between.
Concise : Such refreshing comments are scarce.
5)Avoid overusing empty phrases.
Wordy : There are four rules that should be observed.
Concise : Four rules must be observed.
6)Avoid overusing empty phrases.
Wordy : It was known by Mr.. Usman that we must reduce size our inventory.
Concise : Mr.. Usman knew we must reduce our inventory.
7)Omit “which” and “that” clause where ever possible.
Wordy : She bought desks that are of the executive type.
Concise : She bought executive type desks.
Wordy : The receipt that is enclosed documents your purchase.
Concise : The enclosed receipt documents your purchase.
8)Eliminate unnecessary prepositional phrase.
Wordy : The issue of most relevance is teamwork.
Concise : The most relevant issue is teamwork.
Wordy : In most cases the date of the inquiry is indicated in the upper right corner.
Concise : The policy date is in the upper right corner.
9)Limit your passive voice.
Wordy : The total balance due will be found on Page 2 of this report.
Concise : The balance due is on page 2 of this report.
Wordy : The reports are to be submitted by employees prior to 5:00 p.m.; at which time they will be received by Ali.
Concise : Please submit your reports to Ali by 5:00 p.m.
Include only relevant material
A concise message should not only omit wordy expressions but also irrelevant statements.
Observe the following suggestions:
1. Stick to the purpose of the message.
2. Delete irrelevant words and rambling sentences.
3. Omit information obvious to the reader.
4. Avoid long introductions, unnecessary explanations, pompous words and gushy politeness.
5. Get to the important point tactfully and concisely.
Example:
Wordy : We hereby wish to let you know that our company is pleased with the confidence you have reposed in us.
Concise : We appreciate your confidence.
Avoid unnecessary Repetition
Unnecessary repetition leads to dullness. The message becomes wordy and boring. Here are some suggestions.
1)Use short names when you have mentioned the long one once. For Shaukat Khanum Memorial Cancer Hospital, use Shaukat Khanum or simply the Hospital.
2)Use initials instead of repeating long names. Instead of using Pakistan International Airlines, use PIA.
3)Cut out needless repetition of phrases or sentences.
Sometimes it is possible to combine two or even three sentences using subordinate clauses or phrases.
Example:
The following letter is an example of unnecessary repetition.
Will you ship us some time, anytime during the month of October would be fine, or even November if you are rushed (November would suit us just as well, in fact a little bit better) 300 of the regular Dell Computers.
Thank you in advance for sending these along in parcel post, and not in express, as express is too expensive.
Concise Version of the Letter:
Please ship parcel post, before the end of November 300 Dell Computers.
Use one word in place of phrases; one sentence in place of two. Read out loud to listen for wordiness. Omit outdated trite expressions. Ask yourself: what material is really relevant? Look for unnecessary repetition: Does the same word or idea appear too often?
Recognizing incorrect words
1. Simple words. Rewrite the following sentences, substituting simple words for the underlined words and phrases in the sentences
A conference call will afford us an opportunity to interrogate the numerous remuneration proposals and consummate the rumors.
2. Concise words. Delete the extra words and rewrite these sentences.
I want to take this opportunity to thank you for arranging to send me a computer that is exactly identical to the one in my office.
This letter is to acknowledge receipt of and thank you for your check no 389939 in the amount of Rs. 1000.
3. We have 30 reservations at the present writing, so I am taking the liberty of sending you an updated list.
4. Correct words. Substitute correct words for the underlined words that are incorrect.
Between you and I she has a long ways to go to be a realtor. Irregardless of the person whom you select, I am real pleased with the candidates. I don’t have but two pair of shoes.
Hi / Dear Mr Imran
Thanks / thank you for your recent letter. We were happy / pleased to hear that you are interested in marketing our range of children garments
But/however, before we make any firm decision make up our mind, we would be grateful if you would provide us with / give us further information concerning / about the organization of your firm, the territory it covers, the number of retail outlets and your market share.
You would have to get us / we would expect a minimum turnover of 600,000 before being in a position to / we could offer you a agency. We would want to get / we would wish to achieve a market share of at least 10% in the first two years.
Anyway/ this said, if you feel your firm is able to meet these targets it would be nice / it would be useful to arrange an appointment to have a chat about / discuss the project in a bit more detail further.
I will be in Karachi from 5 – 12 May and suggest we meet / get together then, if this is convenient /OK. to you.
Please confirm with my secretary if this is all right / satisfactory.
I look forward to hearing from you in the near future / hope to get a letter from you soon.
Yours sincerely, /All the best
Asif
CONSIDERATION
Consideration means writing every letter with your reader in mind. It also means acting on the ‘you attitude’. When we put ourselves in our reader’s place, we are considerate. We can understand our reader’s desires, problems, circumstances and emotions. This thoughtful consideration is exactly ‘you attitude’. Three specific ways to indicate consideration are:
• Focus on ‘you’ instead of ‘I’ and ‘we’
• Show audience benefits or interest
• Emphasize positive, pleasant facts
Focus on ‘you’ instead of ‘I’ and ‘we’
For writing considerate message, think how your reader will benefit from your messages. For example.
‘I’ or ‘We’ attitude: we are delighted to announce…..
‘You’ attitude: you will be pleased to know…….
Showing consideration for the audience involves more than just using you instead of I or we. Messages ‘you’ can be insensitive in negative situation.
Insensitive: you failed to enclose your cheque in the envelope.
Consideration: the cheque was not enclosed.
Show audience benefits or interest
Your reader is likely to response positively when you show them benefits. Even in conveying unfavourable message to your reader, you can plan it in a way the reader finds some benefit in it.
Benefits must meet recipients’ needs, address their concern or offer them reward.
Merely inserting the ‘you’ does not insure you attitude.For example, you will be glad to know that we now open, tell 11.00 pm every day weekday.
Despite we ‘you’ in forefront this sentence lacks you attitude. This can be revised with you attitude.
You can now shop till 11.00 pm everyday.
Emphasize positive, pleasant facts
Another way to show ‘you attitude’ for your reader is to present facts in a positive, pleasant way. For example;
Negative-unpleasat
It is impossible to open an account for you today.
Positive pleasant
As soon as your signature card reaches us, we gladly open an…….
Study this letter as it is negative and unpleasant.
Dear Mr Tariq
I’m sorry that we are presently out of stock of Black Hand bags and will be unable to fill your order at this time.
An order has been placed with the manufacturer in the color you want, we will receive shipment after then days.
I trust this delay will not inconvenience you.
Yours very sincerely
The same letter is written positively and pleasantly.
Dear Mr Tariq
Thank you for order of a black hand bag.
The color you chose proved to be very popular, and we quickly sold all we had in stick. However, we’ve placed a rush order for more and are promised delivery within ten days. Yours will be shipped the same day our new supply arrives.
I know you’ll be delighted with the unique carry-on bag Mr. Hassan. It’s not only very handsome, but incredibly inexpensive.
You’re very sincerely
CONCRETENESS
Concreteness means that a message is specific, definite and vivid. If a message lacks these qualities, it will be vague and general. To achieve concreteness, denotative words will be used instead of connotative words. By using concrete facts and figures, you can make your reader know exactly what is required or desired. Concrete messages are more richly textured. They avoid vagueness.
The following guidelines should help you compose concrete, convincing message.
• Use specific facts and figures
• Put active verbs in the sentences
1. Use specific facts and figures
Always use specific facts and figures in your messages. For example:
Vague: Please send us the following items by the end of this month.
Clear: The following items should reach us on or before 21 August.
2. Put active verbs in the sentences
Active verbs make writing forceful and more interesting to read or hear.
Passive: The proposal was approved.
Active: The general manager approved the proposal.
Active verbs also make sentence specific, personal and concise.
1. Specific. “The chief executive decided” is more explicit than “A decision has been made.”
2. Personal. “You will note” is both personal and specific; “it will be noted” is impersonal.”
3. Concise. The passive requires more words and thus slows both writing and reading. Compare “Figures show” with “it is shown by figures.”
4. Emphatic. Passive verbs dull action. Compare “The students held a contest” with “a contest was held by the students.”
However a positive sentence is preferred to an active when situation demands. Following are few exmples
1. When you want to avoid personal, blunt accusations or comments. “Attendance at the meeting is required” is less harsh than “you must attend”.
2. When you want to stress the object of the action. “You are invited” is better than “we invite you”
3. When the doer isn’t important in the sentence. “People were asked to take their seats”.
Put actions in verbs not in nounds.
Use verbs not nouns
Seven verbs be, give, have, hold, made, put and take may be avoid as they introduce an action hidden
Action hidden
The function of this office is collection of bad debts.
Action in the verb
This office collects bad debts
Put action in verb, not in infinitive
Action in infinitive
The main function of this machine is to speed up production.
Action in the verbs.
The machine speeds up production.
CLARITY
Clarity means getting your message across so that the receiver will understand what you are trying to convey. You may not be able to write clearly if you have not thought out your message first. It is better to write down the main points of the message. A rough draft should be made first and then revised.
Clarity is achieved in part through a balance between precise language and familiar language. Put right word to convey the meaning. Familiar words are often conversational.
Following are some ways to help make your message clear.
• Choose, Short, Familiar, Conversational words
Simple Words
A substantial segment of the population Many people
Affords an opportunity Allows
Arrived at the conclusion Concluded
• Avoid repetitive words.
In the following redundant expressions, the italicized words are unnecessary and should be omitted”
Absolutely free Meet together
Adequate enough Over with
As to whether Past experience
At about Personal opinion
Attached hereto Quite unique
• Conversational Words.
Trite Expressions … ..Choose these conversational words
Acknowledge receipt of thank you for
Agreeable with your desires in the matter as you sugested
are in receipt of have
as per our conversation as we discussed
at the earliest possible date as soon as (you) can
at the present writing now
• Construct effective sentences and paragraphs.
At the core of clarity is the sentence. A sentence moves thought clearly within a paragraph. Clear writing is easy to understand. It requires short and easy words. Generally speaking, a sentence in a business letter should have 3 to 30 words. Each sentence should express unity of thought. The word into a sentence and sentence into a paragraph should be arranged in a way that they become a coherent whole.
Important characteristics are as follows:
o Length
The suggested length is 17 to 20. You can adopt a range from 3 to 30. Rewrite a sentence of more than 40. Sentences under 10 words are overly simple.
• Unity
It means that you have one main idea whether you use a simple, compound or complex sentence.
• Coherence
.Coherence bring clarity. In it words are correctly arranged so that ideas are clearly expressed.
Vague: Being the chief executive, we can expect help from you.
• Clear: Being the chief executive, you can surely help us.
• Emphasis
• Little Emphasis: The order was received and the manager started preparing for it.
• Better Emphasis: As the letter was received, the manager started preparing for it.
COURTESY
Courtesy does not mean the use of old-fashioned expressions such as ‘your kind enquiry’, ‘thank you’ and ‘please’. Rather, it is politeness that grows out of respect and concern for others. Courtesy is a quality that enables a request to be refused without killing all hope of future business. Courtesy also means replying promptly to all letters. If you feel your correspondent’s comments are unfair, try to answer tactfully. In short, the whole letter should have a courteous tone. It is not what you say, it is how you say it.
The following are suggestions for producing a courteous tone:
• Be sincerely tactful, thoughtful, and appreciative
• Use expressions that show respect
• Choose nondiscriminatory expressions
Be sincerely tactful, thoughtful, and appreciative.
Sometimes you have to deal with unpleasant messages. Always remember that by using tact and being thoughtful you can convey anything, however unpleasant it may be, to your readers.
Tactless: we believe that the extent of your current obligations makes you a bad credit risk.
Tactless: our credit department believes that, because of your current obligations additional credit might be difficult for you to handle at this time.
Thoughtfulness and appreciation
Writers who send courteous messages of deserved congratulations and appreciations help goodwill.
Use expressions that show respect
• Expressions like, ‘irresponsible’ or ‘I do not agree with’ etc., are annoying. Use expressions that show respect for your reader and help him think positively about your message.omit irritating expressions such as the following:
Contrary to your inferences You are delinquent
If you care you claim that
I am sure, you must realize that you did not tell us
obnoxious you leave us no choice
why have you ignored your stubborn silence
Choose nondiscriminatory expressions
•Courtesy also requires use of nondiscriminatory expressions that refer to any particular, gender, race, ethnic. origin, etc.
Instead of these gender-specific words. Choose these Bias Free words
Businessman Business person or business worker
Chairman Chair, chairperson, worker, employee
Manpower Worker, employee
Newsman Newscaster or reporter or journalist
Salesman Salesperson, sales, representative, agent
Previously masculine pronoun in expressions like he or his bill was used. The trend today is to avoid using he, him. Instead use either he/she, him/her or reword it into plural.
CORRECTNESS
The correctness principle is more than proper grammar, punctuation and spelling. A message may be perfect grammatically and mechanically but still lose a customer and fail to achieve the purpose. Though mistakes are never intentional, they spoil our image. Errors in the messages fall in the following categories:
• Mistakes in names, figures, facts, and words.
• Mistakes in punctuation and capitalization
• Mistakes in the level of Language
Mistakes in names, figures, facts, and words
•Any mistakes in names, figures, facts, etc, can make your message unclear. Such mistakes can also create problems for you. Imagine if you write 2000 where you were supposed to write 200. A good check of data is having another person to read and comment on the validity of material.
•Mistakes in punctuation and capitalization must be avoided.
• So be careful to:
• Verify your statistical data.
• Double-check your totals.
• Avoid guessing at laws that have an impact on you and your receiver.
Mistakes in the level of Language.
There are two types of writings: formal and informal. In formal writing, our style is unconversational. In informal writing, we use words that are short, familiar and conversational.
• A formal style is characterized by more complex sentences.
• An informal style is characterized by Short words and sentences
(Thanks a lot for your letter).
• Contraction & Abbreviations (I haven’t, there’s) simple words are example of levels of language.
A few examples of formal language.
More formal less formal
Participate join
Procure get
Utilize use
Endeavor try
Reminder:
• Avoid substandard language.
Substandard more appropriate
Aint isn’t
Cant hardly can hardly
Aim to proving aim to prove
Irregardless regardless
• Using incorrect words, incorrect grammars, faulty pronunciation all suggest inability to use good English.
Thursday, October 28, 2010
Sunday, October 17, 2010
LECTURE 5
NON- VERBAL COMMUNICATION
What is the non-verbal past of the message?
Nonverbal communication consists of that part of a message that is not encoded in words. The nonverbal part of the message tends to be less conscious and often reveals the sender’s feelings and preferences more spontaneously and honestly than the verbal part. If the verbal message does not match the nonverbal communication, people tend to believe the nonverbal message. The nonverbal aspects of communication are so closely intermingled with the verbal that it is difficult to separate them. People receiving verbal and non-verbal messages combine them with the context in which the communication takes place and interpret the total message.
Four types of nonverbal messages
Non-verbal communication can be classified into four types.
1. Personal (to the individual)
2. common to a group of people or culture
3. universal (to humankind)
4. unrelated to the message (random)
Personal Nonverbal communication involves kinds of nonverbal behaviour that are unique to one person. The meaning is also unique to the person sending the message. For example, someone may work while talking, another person may work in silence. One person may laugh due to nervousness or fear, while another may cry.
Cultural nonverbal communication, by contrast, is characteristics of, or common to, a group of people. It is learned unconsciously by observing others in the society group. In Aboriginal culture, for example, eye contact is less acceptable than it is European culture.
Universal nonverbal communication is behaviour that is common to humankind. It shows happiness, sadness or deep-seated feelings – for example, a smile or tears.
Unrelated nonverbal communication, such as a sneeze, is unrelated to the verbal message. It can distract from the verbal message, but has little effect on the meaning of the verbal part of the message.
How to analyze non-verbal communication?
People communicate nonverbally with body movement and with personal relationship behaviours. This nonverbal communication changes or complements the verbal communication. Nonverbal communication always occurs in a context, or framework. The context often determines the meaning of the nonverbal behaviour. On different occasions the same nonverbal gesture may have completely different meanings. Without context and spoken works, nonverbal behaviour is almost impossible to interpret with any accuracy.
Different aspects of non-verbal communication
Theoretical writings and research classify nonverbal communication into seven main areas:
1. Body movement (kinesics behaviour)
2. Physical characteristics
3. Touching behaviour
4. Vocal qualities (paralanguage)
5. Space (proximity)
6. Artifacts
7. Environment
Body Movement
Body movement, or kinesics behaviour, includes movement of the hands, head, feet and legs, posture, eye movements and facial expressions – all these affect the message. Body posture – the way a person stands, leans forward. A person leaning forward, pointing and shaking a finger at someone is seen as trying to dominate the other person. The way this is received by others, and the type of feedback given, determines how the communication will flow. For example, emblems are non-verbal acts learnt through imitation to reinforce or replace the words. The non-verbal signals for ‘okay’ are a nod or a smile.
Physical Characteristics
Physical characteristics such as body shape, general attractiveness, body and breathe odours, weight, hair and skin colour are important parts of nonverbal communication. Because people react and respond to these factors, they all determine their responses in interpersonal encounters. First impressions and images of others can be associated unconsciously with past experiences of people with similar physical characteristics.
Touching behavior
Strocking, hitting, holding or guiding the movement of another person are examples of touching behaviour that communicate non-verbally. Each of these adds a different meaning ot a message. Touch can console or support the other person and show feeling such as affect. A handsome, for example, can express dominance equality. A pat on the arm can convey intimacy or control.
Paralanguage (Vocal Qualities)
Paralanguage is that part of language associated with but not involving the word system. It consists of the voice qualities and vocalizations that affect how something is said rather than what is said. Voice qualities include:
• Pitch range
• Pitch control
• Rhythm control
• Tempo
• Articulation control
• Resonance.
Vocalizations also give clue to the total message. Three of these are shown in table. The tones of voice, rate of speaking and voice inflection are an important part of the total message. A tired person, for example, will speak more slowly than usual, a disappointed person may speak with a flat tone, while the tone of voice of someone excited about a coming holiday reflects this excitement.
Proximity (Use of Space) Proximity means nearness, in terms of physical space. How people use their personal space and that of others communicates a message. This response to spatial relationships in formal, informal and intimate settings indicates how that person perceives and feels in that space. People also use their height and weight to convey a message. If you tower over other people in a way that intrudes on their personal space you may cause their discomfort and withdrawal.
Personal space varies according to:
Gender
Status
Roles
Culture
Research has shown that Australians speaking to acquaintances or work colleagues leave about an arm’s length of space between themselves and the other person. People speaking to friends and family leave about half an arm or an elbow’s length between themselves and others. People in intimate relationships allow direct and close contact when speaking to each other. The use of space reflects the way people feel about others. Americans keep a distance of 18 inch from other person during a formal during a formal conversation.
Artifacts
Artifacts are objects used to convey nonverbal messages about self-concept, image, mood, feeling or style. For example, perfume, clothes, lipstick, glasses and hairpieces project the style or mood of the wearer. Many artifacts are common to the group but we also use artifacts, particularly clothing, as an individual form of communication.
Appearance and cloth are important and highly visible parts of nonverbal communication. Consider the difference between the clothes you wear at home to the beach and the clothes you wear to a job interview. The choice of clothes reflects your mood and your attitude to the occasion. Other people note and place their own interpretation on your dress.
Even if you decide you will not bother about personal appearance or clothes, others will read this message as part of your nonverbal communication.
Environmental Factors
The environment can influence the outcome of communication. For this reason, organizations give careful consideration to office space, factory layout, the sales area and conference venues. The environment should put people at ease and match their expectations; an unsuitable environment can produce ‘noise’ that causes communication barriers and interferes with the communication process.
Certain instincts, such as desire for privacy, familiarity and security, need to be satisfied. Careful design of the workplace can meet these needs and in so doing improve communication, productivity and morale. Natural and artificial light, colour, temperature, tables, chairs, desks, lounges, plants, sound, artwork, magazines, and floor and wall coverings all have an impact on people’s perception of an organization.
In the workplace, attention to punctuality or a disregard for it can make a strong nonverbal impact. A disregard for punctuality may, like a sloppy appearance, merely reflect a casual attitude. However, a deliberate decision to keep a contact waiting may be a way to communicate a negative message.
While punctuality is a matter of courtesy, attitudes towards its important vary between cultures. To be kept waiting for a business appointment in the Middle East will not have the same significance as a delay in some European counties where punctuality is highly regard.
The above discussion of the seven aspects of nonverbal communication provides a theoretical analysis. However, to consider each aspect in isolation is artificial. In practice, what is sent as a total message is a cluster of nonverbal cues in association with the spoken words
What is the non-verbal past of the message?
Nonverbal communication consists of that part of a message that is not encoded in words. The nonverbal part of the message tends to be less conscious and often reveals the sender’s feelings and preferences more spontaneously and honestly than the verbal part. If the verbal message does not match the nonverbal communication, people tend to believe the nonverbal message. The nonverbal aspects of communication are so closely intermingled with the verbal that it is difficult to separate them. People receiving verbal and non-verbal messages combine them with the context in which the communication takes place and interpret the total message.
Four types of nonverbal messages
Non-verbal communication can be classified into four types.
1. Personal (to the individual)
2. common to a group of people or culture
3. universal (to humankind)
4. unrelated to the message (random)
Personal Nonverbal communication involves kinds of nonverbal behaviour that are unique to one person. The meaning is also unique to the person sending the message. For example, someone may work while talking, another person may work in silence. One person may laugh due to nervousness or fear, while another may cry.
Cultural nonverbal communication, by contrast, is characteristics of, or common to, a group of people. It is learned unconsciously by observing others in the society group. In Aboriginal culture, for example, eye contact is less acceptable than it is European culture.
Universal nonverbal communication is behaviour that is common to humankind. It shows happiness, sadness or deep-seated feelings – for example, a smile or tears.
Unrelated nonverbal communication, such as a sneeze, is unrelated to the verbal message. It can distract from the verbal message, but has little effect on the meaning of the verbal part of the message.
How to analyze non-verbal communication?
People communicate nonverbally with body movement and with personal relationship behaviours. This nonverbal communication changes or complements the verbal communication. Nonverbal communication always occurs in a context, or framework. The context often determines the meaning of the nonverbal behaviour. On different occasions the same nonverbal gesture may have completely different meanings. Without context and spoken works, nonverbal behaviour is almost impossible to interpret with any accuracy.
Different aspects of non-verbal communication
Theoretical writings and research classify nonverbal communication into seven main areas:
1. Body movement (kinesics behaviour)
2. Physical characteristics
3. Touching behaviour
4. Vocal qualities (paralanguage)
5. Space (proximity)
6. Artifacts
7. Environment
Body Movement
Body movement, or kinesics behaviour, includes movement of the hands, head, feet and legs, posture, eye movements and facial expressions – all these affect the message. Body posture – the way a person stands, leans forward. A person leaning forward, pointing and shaking a finger at someone is seen as trying to dominate the other person. The way this is received by others, and the type of feedback given, determines how the communication will flow. For example, emblems are non-verbal acts learnt through imitation to reinforce or replace the words. The non-verbal signals for ‘okay’ are a nod or a smile.
Physical Characteristics
Physical characteristics such as body shape, general attractiveness, body and breathe odours, weight, hair and skin colour are important parts of nonverbal communication. Because people react and respond to these factors, they all determine their responses in interpersonal encounters. First impressions and images of others can be associated unconsciously with past experiences of people with similar physical characteristics.
Touching behavior
Strocking, hitting, holding or guiding the movement of another person are examples of touching behaviour that communicate non-verbally. Each of these adds a different meaning ot a message. Touch can console or support the other person and show feeling such as affect. A handsome, for example, can express dominance equality. A pat on the arm can convey intimacy or control.
Paralanguage (Vocal Qualities)
Paralanguage is that part of language associated with but not involving the word system. It consists of the voice qualities and vocalizations that affect how something is said rather than what is said. Voice qualities include:
• Pitch range
• Pitch control
• Rhythm control
• Tempo
• Articulation control
• Resonance.
Vocalizations also give clue to the total message. Three of these are shown in table. The tones of voice, rate of speaking and voice inflection are an important part of the total message. A tired person, for example, will speak more slowly than usual, a disappointed person may speak with a flat tone, while the tone of voice of someone excited about a coming holiday reflects this excitement.
Proximity (Use of Space) Proximity means nearness, in terms of physical space. How people use their personal space and that of others communicates a message. This response to spatial relationships in formal, informal and intimate settings indicates how that person perceives and feels in that space. People also use their height and weight to convey a message. If you tower over other people in a way that intrudes on their personal space you may cause their discomfort and withdrawal.
Personal space varies according to:
Gender
Status
Roles
Culture
Research has shown that Australians speaking to acquaintances or work colleagues leave about an arm’s length of space between themselves and the other person. People speaking to friends and family leave about half an arm or an elbow’s length between themselves and others. People in intimate relationships allow direct and close contact when speaking to each other. The use of space reflects the way people feel about others. Americans keep a distance of 18 inch from other person during a formal during a formal conversation.
Artifacts
Artifacts are objects used to convey nonverbal messages about self-concept, image, mood, feeling or style. For example, perfume, clothes, lipstick, glasses and hairpieces project the style or mood of the wearer. Many artifacts are common to the group but we also use artifacts, particularly clothing, as an individual form of communication.
Appearance and cloth are important and highly visible parts of nonverbal communication. Consider the difference between the clothes you wear at home to the beach and the clothes you wear to a job interview. The choice of clothes reflects your mood and your attitude to the occasion. Other people note and place their own interpretation on your dress.
Even if you decide you will not bother about personal appearance or clothes, others will read this message as part of your nonverbal communication.
Environmental Factors
The environment can influence the outcome of communication. For this reason, organizations give careful consideration to office space, factory layout, the sales area and conference venues. The environment should put people at ease and match their expectations; an unsuitable environment can produce ‘noise’ that causes communication barriers and interferes with the communication process.
Certain instincts, such as desire for privacy, familiarity and security, need to be satisfied. Careful design of the workplace can meet these needs and in so doing improve communication, productivity and morale. Natural and artificial light, colour, temperature, tables, chairs, desks, lounges, plants, sound, artwork, magazines, and floor and wall coverings all have an impact on people’s perception of an organization.
In the workplace, attention to punctuality or a disregard for it can make a strong nonverbal impact. A disregard for punctuality may, like a sloppy appearance, merely reflect a casual attitude. However, a deliberate decision to keep a contact waiting may be a way to communicate a negative message.
While punctuality is a matter of courtesy, attitudes towards its important vary between cultures. To be kept waiting for a business appointment in the Middle East will not have the same significance as a delay in some European counties where punctuality is highly regard.
The above discussion of the seven aspects of nonverbal communication provides a theoretical analysis. However, to consider each aspect in isolation is artificial. In practice, what is sent as a total message is a cluster of nonverbal cues in association with the spoken words
LECTURE 4
LECTURE 4
BARRIERS IN EFFECTIVE COMMUNICATION /COMMUNICATION FALLOFF
People in the world are not exactly alike. Cultures or countries are not the same. These differences, however, can cause problems in conveying your meanings. Each person’s mind is different from others. As a result, message sender’s meanings and the receiver’s response are affected by many factors, such as individual:
a. Semantic barriers(Convention of meaning)
b. Physical Barrier
c. Psychological barriers
• Emotional barriers
• Perceptual barriers
d. Barriers involving values attitudes etc
i) Semantic Barrier
A basic principle of communication is that the symbols the sender uses to communicate messages must have the same meaning in both the sender’s and receiver’s minds. You can never be sure that the message in your mind will be clearly sent to your receiver. The world is full with errors, as a result of differences in semantic (meaning) understanding. A symbol is a sign for something that exits in reality. Thus your name really a symbol or word represents you. Only through common experience in a connection made between the symbol or word attached to you and the person you are in reality .Anyone with less common experience will not easily relate the symbol (your name) with you. Besides, there are problems in convention of meaning, so you must make yourself familiar with different types of meaning.
Denotation
A denotation is usually the dictionary definition of a word. Denotative meanings name objects, people or events without indicating positive or negative qualities. Such words as car, desk, book, house, and water convey denotative meanings. The receiver has a similar understanding of the thing in which the word is used.
Connotation
A connotation is an implication of a word or a suggestion separate from the usual definition. Some words have connotative meanings, that is, qualitative judgment and personal reactions. The word man is denotative, father, prophet, brother are connotative. Some words have positive connotations in some contexts and negative meanings in others. For example, slim girl and slim chances.
ii) Physical Barriers
Communication does not consist of words alone. Another set of barriers is caused by your own physical appearance, your audience, or the context of the document or the presentation. Your ideas, however good and however skillfully imparted, are at the mercy of various potential physical barriers.
For Writing
There is a whole barrage of possible physical blocks, jammed or jagged margins, fingerprints or smudges, unclear photocopies, unreadable word processor printout, water or coffee, tea spots etc
For Speaking
Mumbling, not enunciating, speaking too quickly, noises become of hissing ventilation, blowing air conditioning, ringing telephones, slamming doors etc. are different aspects of physical barriers.
iii) Psychological Barriers
Because of the changing world, everyone has his own concept of reality. Also, human beings, sensory perceptions – touch, sight, hearing, smell, and taste are limited, and each person’s mental filter is unique. In our daily interaction with others, we make various abstractions, inferences and evaluations of the world around us.
• Emotional Barriers
One possible psychological block is emotional, you may be emotionally block is you are announcing a new policy that whether you may become popular or unpopular. Similarly, you may have emotional barrier while making your first presentation or writing someone you dislike.
• Perception barriers
The perceptual problem is that people think differently so as a result their perception of reality is different. The material world provides a special reality to teach individual. As human being’s sensory perceptions—touch, sight hearing, smell, taste -- are similar, and each person’s mental filter is unique. We make various abstractions, inferences and evaluations of the world around us.
Abstracting
Selecting some details and omitting others is a process called abstracting. On many occasions abstracting is necessary. Differences in abstracting take place not only when persons describe events but also when they describe people and objects. However, you should be cautious about “slanted” statements.
Slanting is unfair in factual reporting. When presenting some particular facts, you include your own biased ideas into it, you make slanting statement. Try not to let personal preferences affect your factual reporting of information.
Inferring
Conclusions made by reasoning from evidence are called inferences. We make assumptions and draw conclusions even though we are not able to immediately verify the evidence. Some inferences are both necessary and desirable; others are risky, even dangerous.
Necessary Inferences
When we reach a foreign country, we are sure that we will be treated politely.
When we post a letter, we infer that it will reach its destination.
When we base our inferences on direct observation or on reasonable evidence, they are likely to be quite dependable. Conclusion we make about things we have not observed directly can often be untrue.
As an intelligent communicator, we must realize that inferences may be incorrect or unreliable and anticipate the risks before acting on them. Be careful to distinguish clearly among verifiable facts, and mere guess work.
Barriers Involving Values, Attitudes etc.
Both personality and attitude are complex cognitive process. The difference is that personality usually is thought of as the whole person whereas attitude may makeup the personality. The term attitude describes people and explains their behavior. More precisely an attitude can be defined as a persistent tendency to feel and behave in a particular way towards some object.
For example: Naeem does not like night shift, so his attitude is negative towards his work assignment.
A receiver’s attitude towards a message can determine whether it is accepted or rejected. The effectiveness is influenced also by the values, attitudes, and opinions of the communicators. People react favorably when they receive agreeable message. Receivers’ views of the information will affect their response. This response could be what the sender desires or just the opposite. Occasionally people react according to their attitudes toward a situation rather than to the facts.
Closed Mind
Some people hold rigid views on certain subjects. They maintain their rigid views regardless of the circumstances. Such a closed minded person is very difficult to communicate to.
Sender’s credibility
Credibility in the sender is important in getting a favorable reaction. Often people react more according to their attitude towards the source of information that to the information itself. An effective communication builds credibility by writing and speaking in a fair and just manner and by considering receiver’s point of view. Other circumstances, such as environmental stresses, personal problems, and sensitivity affect attitudes, opinions and responses.
BARRIERS IN EFFECTIVE COMMUNICATION /COMMUNICATION FALLOFF
People in the world are not exactly alike. Cultures or countries are not the same. These differences, however, can cause problems in conveying your meanings. Each person’s mind is different from others. As a result, message sender’s meanings and the receiver’s response are affected by many factors, such as individual:
a. Semantic barriers(Convention of meaning)
b. Physical Barrier
c. Psychological barriers
• Emotional barriers
• Perceptual barriers
d. Barriers involving values attitudes etc
i) Semantic Barrier
A basic principle of communication is that the symbols the sender uses to communicate messages must have the same meaning in both the sender’s and receiver’s minds. You can never be sure that the message in your mind will be clearly sent to your receiver. The world is full with errors, as a result of differences in semantic (meaning) understanding. A symbol is a sign for something that exits in reality. Thus your name really a symbol or word represents you. Only through common experience in a connection made between the symbol or word attached to you and the person you are in reality .Anyone with less common experience will not easily relate the symbol (your name) with you. Besides, there are problems in convention of meaning, so you must make yourself familiar with different types of meaning.
Denotation
A denotation is usually the dictionary definition of a word. Denotative meanings name objects, people or events without indicating positive or negative qualities. Such words as car, desk, book, house, and water convey denotative meanings. The receiver has a similar understanding of the thing in which the word is used.
Connotation
A connotation is an implication of a word or a suggestion separate from the usual definition. Some words have connotative meanings, that is, qualitative judgment and personal reactions. The word man is denotative, father, prophet, brother are connotative. Some words have positive connotations in some contexts and negative meanings in others. For example, slim girl and slim chances.
ii) Physical Barriers
Communication does not consist of words alone. Another set of barriers is caused by your own physical appearance, your audience, or the context of the document or the presentation. Your ideas, however good and however skillfully imparted, are at the mercy of various potential physical barriers.
For Writing
There is a whole barrage of possible physical blocks, jammed or jagged margins, fingerprints or smudges, unclear photocopies, unreadable word processor printout, water or coffee, tea spots etc
For Speaking
Mumbling, not enunciating, speaking too quickly, noises become of hissing ventilation, blowing air conditioning, ringing telephones, slamming doors etc. are different aspects of physical barriers.
iii) Psychological Barriers
Because of the changing world, everyone has his own concept of reality. Also, human beings, sensory perceptions – touch, sight, hearing, smell, and taste are limited, and each person’s mental filter is unique. In our daily interaction with others, we make various abstractions, inferences and evaluations of the world around us.
• Emotional Barriers
One possible psychological block is emotional, you may be emotionally block is you are announcing a new policy that whether you may become popular or unpopular. Similarly, you may have emotional barrier while making your first presentation or writing someone you dislike.
• Perception barriers
The perceptual problem is that people think differently so as a result their perception of reality is different. The material world provides a special reality to teach individual. As human being’s sensory perceptions—touch, sight hearing, smell, taste -- are similar, and each person’s mental filter is unique. We make various abstractions, inferences and evaluations of the world around us.
Abstracting
Selecting some details and omitting others is a process called abstracting. On many occasions abstracting is necessary. Differences in abstracting take place not only when persons describe events but also when they describe people and objects. However, you should be cautious about “slanted” statements.
Slanting is unfair in factual reporting. When presenting some particular facts, you include your own biased ideas into it, you make slanting statement. Try not to let personal preferences affect your factual reporting of information.
Inferring
Conclusions made by reasoning from evidence are called inferences. We make assumptions and draw conclusions even though we are not able to immediately verify the evidence. Some inferences are both necessary and desirable; others are risky, even dangerous.
Necessary Inferences
When we reach a foreign country, we are sure that we will be treated politely.
When we post a letter, we infer that it will reach its destination.
When we base our inferences on direct observation or on reasonable evidence, they are likely to be quite dependable. Conclusion we make about things we have not observed directly can often be untrue.
As an intelligent communicator, we must realize that inferences may be incorrect or unreliable and anticipate the risks before acting on them. Be careful to distinguish clearly among verifiable facts, and mere guess work.
Barriers Involving Values, Attitudes etc.
Both personality and attitude are complex cognitive process. The difference is that personality usually is thought of as the whole person whereas attitude may makeup the personality. The term attitude describes people and explains their behavior. More precisely an attitude can be defined as a persistent tendency to feel and behave in a particular way towards some object.
For example: Naeem does not like night shift, so his attitude is negative towards his work assignment.
A receiver’s attitude towards a message can determine whether it is accepted or rejected. The effectiveness is influenced also by the values, attitudes, and opinions of the communicators. People react favorably when they receive agreeable message. Receivers’ views of the information will affect their response. This response could be what the sender desires or just the opposite. Occasionally people react according to their attitudes toward a situation rather than to the facts.
Closed Mind
Some people hold rigid views on certain subjects. They maintain their rigid views regardless of the circumstances. Such a closed minded person is very difficult to communicate to.
Sender’s credibility
Credibility in the sender is important in getting a favorable reaction. Often people react more according to their attitude towards the source of information that to the information itself. An effective communication builds credibility by writing and speaking in a fair and just manner and by considering receiver’s point of view. Other circumstances, such as environmental stresses, personal problems, and sensitivity affect attitudes, opinions and responses.
LECTURE 3
LECTURE 3
THE PROCESS OF COMMUNICATION & MISCOMMUNICATION
Communication is a process of sending and receiving verbal and nonverbal messages.
Communication is considered effective when it achieves the desired reaction or response from the receiver.
Communication is a two way process of exchanging ideas or information.
The process of communication has six components: sender/encoder, message, medium, receiver/decoder, and feedbacks.
Context
Every message, whether oral or written, begins with context. Context is a broad field that includes country, culture, organization, and external and internal stimuli.
Internal stimuli have effect on how you translate ideas into a message. Your attitudes, opinions, emotions, past experiences, likes and dislikes, education, job status and confidence in your communication skills, all influences the way you communicate your ideas ,especially important in your ability to analyze your receiver’s cultural, viewpoint ,needs ,skills, status, metal ability, experience and expectation. You must consider all these aspects of context in order to communicate a message effectively.
Sender / Encoder
While sending a message, you are the “encoder”, the writer or speaker, depending on whether your message is written or oral you choose symbols—words, graphic, pictures—that express your message so that the receiver(s) will understand and react as you desire
You decide which symbols best convey your message and which message channel will be most effective among the oral and written media (letter, memo, telephone, etc)
Message
The message is the main idea that you wish to communicate; it is of both verbal (written or spoken) symbols and nonverbal (unspoken) symbols. First decide exactly what your message is. Also consider the receiver of your message. You must also consider your context and your receiver’s as well. How your receiver will interpret your message and how it may affect your relationship.
Medium/Channel
It means the way by which a message is communicated
You can choose electronic mail, the printed word or sound etc.
The choice of medium is affected by the relationship between the sender and the receiver. The urgency of a message can also be a factor in whether to use the written or spoken medium. You may also consider factors such as importance, number of receivers, costs and amount of information; you must also consider which medium is preferred in the receiver’s culture.
Based on research, the following describe some of the characteristics found in oral and written communication.
Oral Communication
• The oral communication brings back immediate feedback
• It has a conversational nature with shorter words and sentences
• It stresses on interpersonal relations
• This medium needs less technical details
• Its sentence structures are simple
Written Communication• This medium is more formal with focus on contents
• It can convey any amount of technical information
• It is best for permanent record
• This medium uses longer words and longer sentences. It brings delayed feedback
Internal communication consists of sending messages inside your organization. External communication consists of sending messages outside your organization.
For internal communication, written media may be:
• memos, reports, bulletins, job descriptions,
• posters, notes, employee manuals,
• electronic bulletin boards, even internal faxes.
Oral communication may take the form of
• staff meeting reports, face to face discussions,
• presentations, audio tapes, telephone chats,
• teleconferences, or videotapes
External written communication media may be:
• letters, reports, telegrams, cablegrams,
• mailgrams, faxes, telexes, postcards, contracts,
• ads, brochures, catalogs, news releases etc.
Orally it may be
• face to face discussions, telephone,
• or presentations in solo or panel situations.
Receiver / Decoder
The receiver / decoder of your message is your reader or listener. He may be influenced by the context and by the external and internal stimuli. The receiver like sender receives messages through the eyes and ears but is also influenced by nonverbal factors such as physical environment, physical appearance, body movemnts, voice quality, touch, taste, and smell.
All factors of a message are filtered through the receiver’s view and experience in the work.
Therefore, miscommunication can occur when personal biases and individual values cause the receiver to misinterpret the sender’s internal message.
Feedback
Feedback can be oral or written; it can also be an action, such as receiving in the mail or an item you ordered. Sometimes silence is used as feedback, though it is not very useful. Senders need feedback in order to determine the success or failure of the communication.
THE PROCESS OF COMMUNICATION & MISCOMMUNICATION
Communication is a process of sending and receiving verbal and nonverbal messages.
Communication is considered effective when it achieves the desired reaction or response from the receiver.
Communication is a two way process of exchanging ideas or information.
The process of communication has six components: sender/encoder, message, medium, receiver/decoder, and feedbacks.
Context
Every message, whether oral or written, begins with context. Context is a broad field that includes country, culture, organization, and external and internal stimuli.
Internal stimuli have effect on how you translate ideas into a message. Your attitudes, opinions, emotions, past experiences, likes and dislikes, education, job status and confidence in your communication skills, all influences the way you communicate your ideas ,especially important in your ability to analyze your receiver’s cultural, viewpoint ,needs ,skills, status, metal ability, experience and expectation. You must consider all these aspects of context in order to communicate a message effectively.
Sender / Encoder
While sending a message, you are the “encoder”, the writer or speaker, depending on whether your message is written or oral you choose symbols—words, graphic, pictures—that express your message so that the receiver(s) will understand and react as you desire
You decide which symbols best convey your message and which message channel will be most effective among the oral and written media (letter, memo, telephone, etc)
Message
The message is the main idea that you wish to communicate; it is of both verbal (written or spoken) symbols and nonverbal (unspoken) symbols. First decide exactly what your message is. Also consider the receiver of your message. You must also consider your context and your receiver’s as well. How your receiver will interpret your message and how it may affect your relationship.
Medium/Channel
It means the way by which a message is communicated
You can choose electronic mail, the printed word or sound etc.
The choice of medium is affected by the relationship between the sender and the receiver. The urgency of a message can also be a factor in whether to use the written or spoken medium. You may also consider factors such as importance, number of receivers, costs and amount of information; you must also consider which medium is preferred in the receiver’s culture.
Based on research, the following describe some of the characteristics found in oral and written communication.
Oral Communication
• The oral communication brings back immediate feedback
• It has a conversational nature with shorter words and sentences
• It stresses on interpersonal relations
• This medium needs less technical details
• Its sentence structures are simple
Written Communication• This medium is more formal with focus on contents
• It can convey any amount of technical information
• It is best for permanent record
• This medium uses longer words and longer sentences. It brings delayed feedback
Internal communication consists of sending messages inside your organization. External communication consists of sending messages outside your organization.
For internal communication, written media may be:
• memos, reports, bulletins, job descriptions,
• posters, notes, employee manuals,
• electronic bulletin boards, even internal faxes.
Oral communication may take the form of
• staff meeting reports, face to face discussions,
• presentations, audio tapes, telephone chats,
• teleconferences, or videotapes
External written communication media may be:
• letters, reports, telegrams, cablegrams,
• mailgrams, faxes, telexes, postcards, contracts,
• ads, brochures, catalogs, news releases etc.
Orally it may be
• face to face discussions, telephone,
• or presentations in solo or panel situations.
Receiver / Decoder
The receiver / decoder of your message is your reader or listener. He may be influenced by the context and by the external and internal stimuli. The receiver like sender receives messages through the eyes and ears but is also influenced by nonverbal factors such as physical environment, physical appearance, body movemnts, voice quality, touch, taste, and smell.
All factors of a message are filtered through the receiver’s view and experience in the work.
Therefore, miscommunication can occur when personal biases and individual values cause the receiver to misinterpret the sender’s internal message.
Feedback
Feedback can be oral or written; it can also be an action, such as receiving in the mail or an item you ordered. Sometimes silence is used as feedback, though it is not very useful. Senders need feedback in order to determine the success or failure of the communication.
LECTURE 2
LECTURE 2
FLOW OF COMMUNICATION
An organization is a group of people associated for business, political, professional, religious, social, or other purposes. Its activities require human beings to interact and react, that is, to communicate. They exchange information, ideas, plans, order needed supplies and make decisions, rules, proposals, contracts, and agreements. All these activities require one skill that is communication. So we can say that communication is the “Lifeline” of every organization.
An exchange of information within an organization is called internal communication. It takes place at different levels -- downwards, upwards and horizontal.
To exchange information within and outside the organization we use a variety of formal and informal forms of communication that carry the flow of information.
i) Internal Communication
The formal Communication Network
• The formal flow of information follows the official chain of command
Direction of flow within the organization
Downward Flow
Organizational decisions are made at top level and then flow down to the people who carry them. When employees receive appropriate downward communication from the management, they become motivated and more efficient. They need clear job directions, safety rules, facts about organizational strategy, products, and viewpoints on important controversial issues. They are also concerned about their benefits such as health care, promotions, pensions, training, etc.
Upward Flow
To solve problems and make intelligent decision managers need what is going on in the organization. Upward internal communication is also very important. Many executives want comments from employees in addition to the usual periodic reports. Successful managers listen closely to opinions, complaints, problems, and suggestions, especially when these are clearly put forward. They want to know about problem, emerging trends etc.
Horizontal Flow
Horizontal flow takes place between peers in organizations in order to solve problems, perform job duties, prepare for meetings, and cooperate on important projects. So you can imagine that people spend time on listening to and making requests, writing notes and memos, and discussing and writing about projects. And they do it through communication.
Informal Internal Communication
Every organization has an informal communication network – a grapevine – that supplements official channel. It is important source of information. It is casual conversation of an organization.
External Communication
Communication that takes place outside the organization is called external communication. The right letter, proposal, report, telephone call, or personal conversation can win back an angry customer, create a desire for a firm’s product or services, encourage collections, motivate performance, and in general, create goodwill.
Informal External Communication Although external communication is formal, informal contacts with outsiders are important for learning customer’s needs. Plenty of high level manager recognize the value of keeping in touch with “the real world by creating opportunities to talk with and get feedback from customers and frontline companies.
Ways of External Communication
Letters, pamphlets, annual reports, interviews with the news media etc. Any of these forms is used to communicate externally. It depends on the needs of the communication.
Effective communication internally and externally can help create a good reputation and have a positive impact on the ultimate success of the individual as well as organization.
FLOW OF COMMUNICATION
An organization is a group of people associated for business, political, professional, religious, social, or other purposes. Its activities require human beings to interact and react, that is, to communicate. They exchange information, ideas, plans, order needed supplies and make decisions, rules, proposals, contracts, and agreements. All these activities require one skill that is communication. So we can say that communication is the “Lifeline” of every organization.
An exchange of information within an organization is called internal communication. It takes place at different levels -- downwards, upwards and horizontal.
To exchange information within and outside the organization we use a variety of formal and informal forms of communication that carry the flow of information.
i) Internal Communication
The formal Communication Network
• The formal flow of information follows the official chain of command
Direction of flow within the organization
Downward Flow
Organizational decisions are made at top level and then flow down to the people who carry them. When employees receive appropriate downward communication from the management, they become motivated and more efficient. They need clear job directions, safety rules, facts about organizational strategy, products, and viewpoints on important controversial issues. They are also concerned about their benefits such as health care, promotions, pensions, training, etc.
Upward Flow
To solve problems and make intelligent decision managers need what is going on in the organization. Upward internal communication is also very important. Many executives want comments from employees in addition to the usual periodic reports. Successful managers listen closely to opinions, complaints, problems, and suggestions, especially when these are clearly put forward. They want to know about problem, emerging trends etc.
Horizontal Flow
Horizontal flow takes place between peers in organizations in order to solve problems, perform job duties, prepare for meetings, and cooperate on important projects. So you can imagine that people spend time on listening to and making requests, writing notes and memos, and discussing and writing about projects. And they do it through communication.
Informal Internal Communication
Every organization has an informal communication network – a grapevine – that supplements official channel. It is important source of information. It is casual conversation of an organization.
External Communication
Communication that takes place outside the organization is called external communication. The right letter, proposal, report, telephone call, or personal conversation can win back an angry customer, create a desire for a firm’s product or services, encourage collections, motivate performance, and in general, create goodwill.
Informal External Communication Although external communication is formal, informal contacts with outsiders are important for learning customer’s needs. Plenty of high level manager recognize the value of keeping in touch with “the real world by creating opportunities to talk with and get feedback from customers and frontline companies.
Ways of External Communication
Letters, pamphlets, annual reports, interviews with the news media etc. Any of these forms is used to communicate externally. It depends on the needs of the communication.
Effective communication internally and externally can help create a good reputation and have a positive impact on the ultimate success of the individual as well as organization.
lecture 1
LECTURE 1
COMMUNICATION
Why we study business communication?
You may say that communication is important and that you spend a lot of time doing it. But you’re pretty good at communicating. After all you talk to people, write notes, read books, get along with other people, and make myself understood already. Why should you study communication?”
The apparent simplicity of communication is deceptive. Just because we all communicate every day does not make us good communicators. Just because some aspects of effective communication are based on common sense does not mean common sense alone is enough. Skilled communicators draw on an extensive and complex body of knowledge, including semantics (the study of word choice), linguistics (the study of language), rhetoric (the study of writing and speaking effectively), psychology, sociology, graphic design, and even computer science. You will explore and apply the scholarship and research from all of these fields in your study of communication.
“Why then,” you may well ask finally, “study business communication specifically? Communication is communication: I’ve taken plenty of English courses and communicated in every one of my other courses.”
Good communication does, in fact, cross disciplines: correct grammar and audible speaking, for example, are as necessary in a geography class as they are in a business communication class. There are, however, at least five ways in which what you will learn in this class differs from what you have learned, or will learn, in your other classes. First, the subject matter is different: here you will get a chance to practice communicating with concepts and techniques from areas such as accounting, finance, and marketing. Secondly the forms are also different: you will, for example, practice writing memos, letters and business reports – not just term papers, exams and essays. Thirdly, in this class you will have a chance to practice your oral presentation skills, which – according to various studies – you will probably be using extensively in the business world. Fourthly, you may learn a slightly different style: in general, business communication is more objective, systematic, and concise than creative or personal communication. Finally, perhaps the most important difference is that, you will learn to persuade people to accomplish your desired results.
What is communication?
I have been discussing how important communication will be for your success in business. What you might ask, what the term communication mean? It is certainly hard to define because it has come to mean practically anything.
Definition of Communication
The word communication means the act or process of giving or exchanging of information, signals, or messages as by talk, gestures, or writing. Technically speaking, in the act of communication, we make opinions, feelings, information, etc known or understood by others through speech, writing or bodily movement.
Why do we communicate?
The purpose of any given communication may be:
a) to initiate some action;
b) to impart information, ideas, attitudes, beliefs or feelings; and /or
c) to establish, acknowledge or maintain links or relations with other people.
Initiating ActionInitiating action may be achieved by two basic categories of communication.
Expressing needs and requirements.
This can range from a baby’s cry – or even the bleep of an alarm clock – to an adult’s more precious expression of needs and wants. In a business organization, it would include briefings, instructions and procedure manuals. This will only be effective where the other person is willing to satisfy the needs.
Persuading and motivating others
It means to carry out the desired course of action” in other words, giving them a reason (other than one’s own want or need) to perform that action. Persuasion of this kind is likely to be a major element in marketing and sales: a sales reply cannot simply ask a customer to buy the product because she, the sale rep, needs a success. She must show that there are benefits to the consumer, which will make the purchase worthwhile.
Imparting Information
Imparting information, ideas, attitudes, beliefs and feelings may have any number of specific purposes.
• Creating awareness
• Creating understanding
• Persuading others
• Influencing others
Information gathering is a constant activity of human beings. We receive a great deal of data and information in our daily lives, only some of which we seek or consciously absorb. Think about it: news bulletins, books, bank statements, business information, gossip, thing people tell you, things you ask them. This list is endless.
Remember that other people may be seeking information in the messages you ‘send’ (and in the tone of your voice and other indications of what is ‘between the lines’). This information may or may not be something you wish to communicate: you will need to be aware of it before your listener/reader is.
Establishing relations
Establishing, acknowledging and maintaining relations with other people is a vital function of communication.
Importance
Communicating effectively in speaking and writing is useful in all areas of business, such as management, technical, clerical, and social positions as we have just seen.
The ability to communicate well has always given advantages to those who possess it. Communication has a rich history. The ancient world, both the East and the West, depended on oral communication. In ancient Greece and Rome, it was necessary to communicate when dealing with matters in assemblies and the courts. During the Medieval and Renaissance Periods, the oral tradition progressed. As writing became more important as a permanent record of communication, authors and books on written communication principles appeared.
So we can say that some of today’s principles of writing are a mixture of ancient oral and written traditions.
Advantages of Communication in your Career
• Your success in your career is based on your ability to do well in written and oral communication.
This ability to communicate effectively is a valuable asset for you.
• If your career requires mainly mental rather than manual labour, your progress will depend on how effectively you communicate your ideas to others who need or should receive them.
• Strong communication skills are found in every job description listed by companies’ advertising positions. Communication is a primary responsibility in many careers, such as customer relations, labour relations, marketing personnel, public relations, sales, and teaching.
• Communication is also required in government and non profit organizations. There skills play a major role at every level.
• Even if your work is mainly with figures, as in the accounting profession, the ability to communicate to those who read your financial reports is necessary.
A quality for Promotion
As an executive you must have the ability to communicate if you want promotion. Those who cannot communicate effectively in either oral or written communication remain in the same positions.
Many surveys have born out the idea that effective communication is essential for success and promotion in every field.
Communication & Global Market
The way you communicate both within and outside your own country affects everything you do. Moreover your ability to speak and write effectively will also make a difference to your organization. These qualities will help you to be successful in dealing with international business people.
Always remember that “To the customer, you are the company”. Your dealing with customers, clients and the public reflects the company you represent. Important communications can make a difference to your company because each message communicates the essential quality and culture of your company and can either build goodwill or destroy it.
Messages written to international customers and other business contacts are sensitive to the readers. Your goodwill as well as your organization’s is at stake. So be very careful while communicating with international people.
The ability to communicate effectively with others is repeatedly named as a top quality of a successful businessman. You as a businessman may be a very intelligent person; but if you can’t get your message across to the other, you will be thought of as less intelligent than you are because ideas are common, but the ability to clearly communicate ideas to others is rare.
If you are a better communicator, customers and business associates form better impression of you and your organization. This impression is based solely upon your ability to communicate both oral and written messages. Effective business message builds or retains goodwill which is a priceless commodity. Because the exchange of written communication is vital to a businessman for promoting goodwill, the art of producing effective correspondence will help ensure your success in business.
So, your ability to communicate is, in fact, your trademark. The memos, letters and reports you write, demonstrate your ability, or lack of ability to communicate. Presenting yourself through your communication will project a favourable image as well as promote successful business both internally and externally.
Besides, as a businessman you are required to run the working of your organization smoothly because you are to clearly transfer your objectives, policies, method of working etc. to the people working with you at different levels, so this ability to communicate is very crucial for you as a businessman for basic managerial functions.
As a businessman you will regularly plan design and control affairs to maximize your production and minimize your cost. Your ability to communicate effectively is going to help you from the brainstorming step to implementing the objectives that you chalk out for the promotion of your business.
Another factor that is important for a businessman to achieve the desired objectives is decision making. Here again ability to communicate both orally and in writing helps you make the most of yourself and your organization.
Above all , your ability to communicate helps you in understanding human relationships. Being an effective communicator you can interact effectively and positively with others. This situation results in an open climate of communication within organization as well as outside it. So communication is of paramount importance for a businessman to be successful in his business.
Developing the right attitude“To the customer, you are the company.” Your attitude when dealing with customers, clients, and the public reflect on the company you represent. Your attitude will reflect your country and your culture.
Each message communicates the essential quality and culture of your company and can either build goodwill or destroy it.
Doing an honest job enthusiastically and competently helps both the doer and the receiver. Answering even routine inquiries should and can be an interesting challenge.
Preparing AdequatelyMost of the people can learn to communicate effectively for business if they are willing to devote whatever effort is necessary to prepare themselves adequately. In addition to the proper goodwill-building attitude, the following qualities are desirable:
• Careful, sound judgment when choosing ideas and facts for each message.
• Patience and understanding, even with unjustly insulting persons.
• Integrity, backed up by a valid code of ethics.
• Reasonable facility with the English language.
• Applied knowledge of the communication process and principles and of successful methods for sending and receiving messages.
• Knowledge of the cultural conventions of your audience.
Cultural Diversity at work
Today’s workplace is increasingly divers in age, gender, and national origin. Diversity has brought problems to organizations, but it has also brought strengths. Changing demographics have contributed to change in management styles, making effective communication central to success in carrying out the organization’s business.
Advance in Technology
The internet, e-mail, voice mail, faxes, pagers, and other wireless devices have revolutionized the way people communicate. Such technological advances are new and better tools to the workplace but also increase the speed, frequency, and reach of communication. People from opposite ends of the world can work together effectively, 24 hours a day. Moreover, advances in technology make it possible for more and more people to work away from the office-in cars, airports, hotels and at home. So it is easier to understand why communication is so important.
COMMUNICATION
Why we study business communication?
You may say that communication is important and that you spend a lot of time doing it. But you’re pretty good at communicating. After all you talk to people, write notes, read books, get along with other people, and make myself understood already. Why should you study communication?”
The apparent simplicity of communication is deceptive. Just because we all communicate every day does not make us good communicators. Just because some aspects of effective communication are based on common sense does not mean common sense alone is enough. Skilled communicators draw on an extensive and complex body of knowledge, including semantics (the study of word choice), linguistics (the study of language), rhetoric (the study of writing and speaking effectively), psychology, sociology, graphic design, and even computer science. You will explore and apply the scholarship and research from all of these fields in your study of communication.
“Why then,” you may well ask finally, “study business communication specifically? Communication is communication: I’ve taken plenty of English courses and communicated in every one of my other courses.”
Good communication does, in fact, cross disciplines: correct grammar and audible speaking, for example, are as necessary in a geography class as they are in a business communication class. There are, however, at least five ways in which what you will learn in this class differs from what you have learned, or will learn, in your other classes. First, the subject matter is different: here you will get a chance to practice communicating with concepts and techniques from areas such as accounting, finance, and marketing. Secondly the forms are also different: you will, for example, practice writing memos, letters and business reports – not just term papers, exams and essays. Thirdly, in this class you will have a chance to practice your oral presentation skills, which – according to various studies – you will probably be using extensively in the business world. Fourthly, you may learn a slightly different style: in general, business communication is more objective, systematic, and concise than creative or personal communication. Finally, perhaps the most important difference is that, you will learn to persuade people to accomplish your desired results.
What is communication?
I have been discussing how important communication will be for your success in business. What you might ask, what the term communication mean? It is certainly hard to define because it has come to mean practically anything.
Definition of Communication
The word communication means the act or process of giving or exchanging of information, signals, or messages as by talk, gestures, or writing. Technically speaking, in the act of communication, we make opinions, feelings, information, etc known or understood by others through speech, writing or bodily movement.
Why do we communicate?
The purpose of any given communication may be:
a) to initiate some action;
b) to impart information, ideas, attitudes, beliefs or feelings; and /or
c) to establish, acknowledge or maintain links or relations with other people.
Initiating ActionInitiating action may be achieved by two basic categories of communication.
Expressing needs and requirements.
This can range from a baby’s cry – or even the bleep of an alarm clock – to an adult’s more precious expression of needs and wants. In a business organization, it would include briefings, instructions and procedure manuals. This will only be effective where the other person is willing to satisfy the needs.
Persuading and motivating others
It means to carry out the desired course of action” in other words, giving them a reason (other than one’s own want or need) to perform that action. Persuasion of this kind is likely to be a major element in marketing and sales: a sales reply cannot simply ask a customer to buy the product because she, the sale rep, needs a success. She must show that there are benefits to the consumer, which will make the purchase worthwhile.
Imparting Information
Imparting information, ideas, attitudes, beliefs and feelings may have any number of specific purposes.
• Creating awareness
• Creating understanding
• Persuading others
• Influencing others
Information gathering is a constant activity of human beings. We receive a great deal of data and information in our daily lives, only some of which we seek or consciously absorb. Think about it: news bulletins, books, bank statements, business information, gossip, thing people tell you, things you ask them. This list is endless.
Remember that other people may be seeking information in the messages you ‘send’ (and in the tone of your voice and other indications of what is ‘between the lines’). This information may or may not be something you wish to communicate: you will need to be aware of it before your listener/reader is.
Establishing relations
Establishing, acknowledging and maintaining relations with other people is a vital function of communication.
Importance
Communicating effectively in speaking and writing is useful in all areas of business, such as management, technical, clerical, and social positions as we have just seen.
The ability to communicate well has always given advantages to those who possess it. Communication has a rich history. The ancient world, both the East and the West, depended on oral communication. In ancient Greece and Rome, it was necessary to communicate when dealing with matters in assemblies and the courts. During the Medieval and Renaissance Periods, the oral tradition progressed. As writing became more important as a permanent record of communication, authors and books on written communication principles appeared.
So we can say that some of today’s principles of writing are a mixture of ancient oral and written traditions.
Advantages of Communication in your Career
• Your success in your career is based on your ability to do well in written and oral communication.
This ability to communicate effectively is a valuable asset for you.
• If your career requires mainly mental rather than manual labour, your progress will depend on how effectively you communicate your ideas to others who need or should receive them.
• Strong communication skills are found in every job description listed by companies’ advertising positions. Communication is a primary responsibility in many careers, such as customer relations, labour relations, marketing personnel, public relations, sales, and teaching.
• Communication is also required in government and non profit organizations. There skills play a major role at every level.
• Even if your work is mainly with figures, as in the accounting profession, the ability to communicate to those who read your financial reports is necessary.
A quality for Promotion
As an executive you must have the ability to communicate if you want promotion. Those who cannot communicate effectively in either oral or written communication remain in the same positions.
Many surveys have born out the idea that effective communication is essential for success and promotion in every field.
Communication & Global Market
The way you communicate both within and outside your own country affects everything you do. Moreover your ability to speak and write effectively will also make a difference to your organization. These qualities will help you to be successful in dealing with international business people.
Always remember that “To the customer, you are the company”. Your dealing with customers, clients and the public reflects the company you represent. Important communications can make a difference to your company because each message communicates the essential quality and culture of your company and can either build goodwill or destroy it.
Messages written to international customers and other business contacts are sensitive to the readers. Your goodwill as well as your organization’s is at stake. So be very careful while communicating with international people.
The ability to communicate effectively with others is repeatedly named as a top quality of a successful businessman. You as a businessman may be a very intelligent person; but if you can’t get your message across to the other, you will be thought of as less intelligent than you are because ideas are common, but the ability to clearly communicate ideas to others is rare.
If you are a better communicator, customers and business associates form better impression of you and your organization. This impression is based solely upon your ability to communicate both oral and written messages. Effective business message builds or retains goodwill which is a priceless commodity. Because the exchange of written communication is vital to a businessman for promoting goodwill, the art of producing effective correspondence will help ensure your success in business.
So, your ability to communicate is, in fact, your trademark. The memos, letters and reports you write, demonstrate your ability, or lack of ability to communicate. Presenting yourself through your communication will project a favourable image as well as promote successful business both internally and externally.
Besides, as a businessman you are required to run the working of your organization smoothly because you are to clearly transfer your objectives, policies, method of working etc. to the people working with you at different levels, so this ability to communicate is very crucial for you as a businessman for basic managerial functions.
As a businessman you will regularly plan design and control affairs to maximize your production and minimize your cost. Your ability to communicate effectively is going to help you from the brainstorming step to implementing the objectives that you chalk out for the promotion of your business.
Another factor that is important for a businessman to achieve the desired objectives is decision making. Here again ability to communicate both orally and in writing helps you make the most of yourself and your organization.
Above all , your ability to communicate helps you in understanding human relationships. Being an effective communicator you can interact effectively and positively with others. This situation results in an open climate of communication within organization as well as outside it. So communication is of paramount importance for a businessman to be successful in his business.
Developing the right attitude“To the customer, you are the company.” Your attitude when dealing with customers, clients, and the public reflect on the company you represent. Your attitude will reflect your country and your culture.
Each message communicates the essential quality and culture of your company and can either build goodwill or destroy it.
Doing an honest job enthusiastically and competently helps both the doer and the receiver. Answering even routine inquiries should and can be an interesting challenge.
Preparing AdequatelyMost of the people can learn to communicate effectively for business if they are willing to devote whatever effort is necessary to prepare themselves adequately. In addition to the proper goodwill-building attitude, the following qualities are desirable:
• Careful, sound judgment when choosing ideas and facts for each message.
• Patience and understanding, even with unjustly insulting persons.
• Integrity, backed up by a valid code of ethics.
• Reasonable facility with the English language.
• Applied knowledge of the communication process and principles and of successful methods for sending and receiving messages.
• Knowledge of the cultural conventions of your audience.
Cultural Diversity at work
Today’s workplace is increasingly divers in age, gender, and national origin. Diversity has brought problems to organizations, but it has also brought strengths. Changing demographics have contributed to change in management styles, making effective communication central to success in carrying out the organization’s business.
Advance in Technology
The internet, e-mail, voice mail, faxes, pagers, and other wireless devices have revolutionized the way people communicate. Such technological advances are new and better tools to the workplace but also increase the speed, frequency, and reach of communication. People from opposite ends of the world can work together effectively, 24 hours a day. Moreover, advances in technology make it possible for more and more people to work away from the office-in cars, airports, hotels and at home. So it is easier to understand why communication is so important.
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