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Unit7

The word communication is derived from the Latin word communis which means to share.

Communication, therefore, is a purposeful exchange of facts, ideas, opinions, emotions and information that leads to

a common understanding.

Definition:

Communication is an exchange of ideas, opinions or emotions by two or more persons

--------------Newman & Summer

Communication means the process of passing information from one person to another. It is the process of

imparting ideas and making oneself understood by others.

--------------- Haimann.

Nature or Characteristics of Communication:1. Tow-way Process:Communication is essentially a two-way process. It is a cooperative process involving

two or more persons. Sender sends the information to the receiver through a system of channel. The

receiver receives communication, understands it and starts action upon it and gives a feed back to the

sender.

2. Continuous Process: Communication is continuous and an on-going process because every superior has tobe in a regular touch with his subordinates to seek progress of work.

3. Goal-Oriented Process: Communication is a goal-oriented process. It can be effective if the sender andreceiver both are aware of the goal of communication.

4. Social Process: Communication is social process or activity because it involves two or more persons.There should be a sender and receiver. If a person shouts in a forest when no one is present there is no

communication.

5. Universal Process: Communication is an universal phenomenon. All living creatures (human beings, birds,beats etc) communicate through their own symbols and signs.

Elements in Communication Process:

Sender: The person who conveys the message is known as the sender or communicator. The sender is considered as

the basis of communication. A sender who uses appropriate words, sentences, tone, etc is called a good

communicator.

Encoding: It is a process of translating ideas, facts, opinions and feelings into symbols, signs, words and audio

visuals etc. In order to convey the message, it is converted into a suitable planned massage.

BUSINESS COMMUNICATION

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Media (Channel): It is the vehicle through which message is communicated from one person to another person. The

channel must transmit the message from one person to another without changing the content of message.

Decoding: Decoding is the process of translation of an encoded message into signs received from the sender to get

the meaning of the message.

Receiver: A person who received the message is called receiver. The receiver is the most important ling in the

process of communication. If the receiver does not have ability to think, read or listen, he will not be able to receive

the message sent by the sender and decode it in the manner the sender wants him to.

Feed back: The feedback is the response of acknowledgement provided by the receiver. This can be verbal or non-

verbal and helps the delivers to comprehend the effectiveness of the message delivered.

Thus, communication process is a whole system made up of various identifiable elements

including sender, encoding, media, decoding, receiver and feedback. It is affected by all its components. If any one

of the components is missing no communication takes place. Every component of the process is affected by every

other component.

Barriers of Communication Process:

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The word report is derived from the Latin word reportare which means to carry back. A

report, therefore, is a description of an event carried back to someone who was not present on the scene. Reports are

the result of careful investigation, sound thinking, logical organizing and clear writing.

Definition:

A report is a communication from someone who has information, to someone who wants to use

that information.

----------- C.A.Brown.

Essential Features/ Characteristics of a Good Report: Simplicity: A good report must be written in a simple language. It must be easy to understand as otherwise it

would be of little utility.

Clarity:A good report contains a proper arrangement of facts. It has a clear purpose, definite source of dataand clear findings and recommendations. Proper headings and sub-headings should be used to give the report

an appearance of not being over crowded. Accuracy: A good report contains accurate and unbiased information. Only accurate reports can lead to

correct decisions and right actions. A report should be accurate both in terms of grammar and facts.

Completeness: A good report must be complete in all respects. It must contain all the required facts andconclusions.

Cross-Reference: Whenever necessary, cross referencing, should be done in a report. Cross-reference meansmaking a mention at one place in the report, about some other points(of a report). For example, against every

point in the summary, the page number of the report where the details against those points are given may be

mentioned.

Objectivity: Recommendations made in a report must be impartial and free from prejudice. Brevity:A good report should be brief without being incomplete. It should include very significant detail yet

should be brief.

Reader-Oriented: While preparing a report the person who is to read and use it, should be kept in mind. Useof precise and clear language can make the report readable.

Relevance: The contents of a report must be relevant to the purpose for which it is prepared. Irrelevant factsmake the report misleading.

Structure & Layout of a Business Report:

I. Front Matter: This part consists of the following elements.

Cover: It us usually made of white or some soft, neutral coloured card. It protects the manuscript from damage and

gives the report a neat appearance.

Title: A report must always have a title indicating the subject of investigation and the period. Usually the title page

is the first right-hand page of the report.

Forwarding Letter: It is written for the primary recipient of the report.

Preface: The preface introduces the report and offers it to the reader. It is important to mention some of the

prominent points given in the introductory letter and related facts.

REPORT WRITING

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Acknowledgement:A report is an output of a person or team hard work supported by number of people, institutions

and teams. It is, therefore, essential to acknowledge publicly and openly, the names of the persons or organizations

for their help, support and cooperation.

Table of Contents: If the report is long, say, more than ten pages, the table of contents is essential. If the report is a

shorter report of two or three pages it is not necessary to give table of contents.

II. Main Body: Body of the report is the main part which contents the following elements.

Introduction: An introduction provides a better starting point to the reader who is not familiar with the subject of a

report. The main function of the introduction is to say what the report is about, what work has already been done on

the subject what new grounds are covered in the present study.

Data Analysis and Interpretation: This part describes the main business of the report. It naturally fills most of the

report and contains almost all the illustrations.

Findings:It indicates the identified key factors by the study conduct.

Suggestions: Suggestions are proposals for action recommended by the report writer or writers to the appointing

authority.

Conclusion:It refers to the body of logical inferences drawn and the judgment formed on the basis of analysis of

data presented in the report.

III. Back Matter: It can be divided into the following parts:

Appendices: Appendix is something added at the end of the report. All the supportive materials, documents, etc, are

filed under the list of the appendix. Generally the kinds of materials included in the appendix are questionnaires,

statistical data, data sheets used in the investigation etc.

Bibliography: Bibliography is the list of books and articles used by the report writer. It is arranged into alphabetical

order of the surnames of the authors.

Glossary: It is the list of technical words used in the report and their explanations.

Index: It is intended to serve as a quick guide to the material in the report. It enables to reader to locate easily any

topic of the contents. Index is needed only in bulky reports where the table of contents cannot do this job.

Types of Reports:Reports can be classified into different categories on the basis of the media of

communication, formats adopted, frequency of issue as well as on the basis of their functions.

1. On the Basis of Communication Media:

Oral Report: An oral report is a face-to-face communication of an impression or observation. It iscomparatively informal and time saving. It is simple and easy to present. But the receiver has to listen to every

word of it.

Written Report: It is relatively more accurate and precise. It tends to be more formal and can be referred toagain and again. It provides a permanent record and cannot be denied at any time.

2. On the Basis of the Format and Procedures Adopted:

Informal Reports: An informal report is usually in the form of person-to-person communication. It may rangefrom a few lines to several pages of detailed information. It is usually written in form of a letter.

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Formal Reports: A formal report is presented in a prescribed form. It is prepared in accordance with anestablished procedure and is submitted to a prescribed authority.

3. On the Basis of Function:

Informational Reports: An informational report presents the data collected of facts observed in an organizedform. It presents the situation as it is and not as it should be. For example, a report containing only the data on

deposits and advances of braches during the year is an informational report.

Interpretative Reports: Such a report not only contains facts but also interpretation or evaluation of data. Itincludes reports conclusions and may also contain recommendations for action. In the above example, ifreasons for unsatisfactory position of deposits and advances and suggestions for improvement in future are

added, the report will become interpretative informational report.

4. On the Basis of Frequency of Issus:

Routine Reports: These reports are prepared and presented in the usual routine of business. For example,branch managers of banks submit regular reports to the Head Office on the quantum of business transacted

during the period. These reports include progress reports, performance appraisal reports, inspection reports etc.

Special Reports: A special report is prepared and presented in connection with specific situation or occasions,but are not prepared at regular intervals. Examples are, First Information Report (FIR), Survey Report, Project

Report etc.

The word interview is derived from the Latin word intrevue, which means sight between. An

interviewis a conversation between two or more people wherequestionsare asked by the interviewer to elicit facts

or statements from the interviewee.

Types of Interviews: There are many types of interviews serving diverse purposes. Knowing what toexpect can help you achieve your goals.

1. Structured Interview: Here, every single detail of the interview is decided in advance. The questions to be

asked, the order in which the questions will be asked, the time given to each candidate, the information to be

collected from each candidate, etc. is all decided in advance. Structured interview is also called Standardized,

Patterned, Directed or Guided interview. Structured interviews are preplanned. They are accurate and precise. All

the interviews will be uniform (same). Therefore, there will be consistency and minimum bias in structured

interviews.

2. Unstructured Interview: This interview is not planned in detail. Hence it is also called as Non-Directed

interview. The question to be asked, the information to be collected from the candidates, etc. are not decided in

advance. These interviews are non-planned and therefore, more flexible. Candidates are more relaxed in such

interviews. They are encouraged to express themselves about different subjects, based on their expectations,

motivations, background, interests, etc. Here the interviewer can make a better judgment of the candidate's

personality, potentials, strengths and weaknesses. However, if the interviewer is not efficient then the discussions

will lose direction and the interview will be a waste of time and effort.

3. Individual Interview: This is a 'One-To-One' Interview. It is a verbal and visual interaction between two people,

the interviewer and the candidate, for a particular purpose. The purpose of this interview is to match the candidate

with the job. It is a two way communication.

4. Group Interview: Here, all the candidates or small groups of candidates are interviewed together. The time of the

interviewer is saved. A group interview is similar to a group discussion. A topic is given to the group, and they are

INTERVIEW

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asked to discuss it. The interviewer carefully watches the candidates. He tries to find out which candidate influences

others, who clarifies issues, who summarizes the discussion, who speaks effectively, etc. He tries to judge the

behaviour of each candidate in a group situation.

5. Exit Interview: When an employee leaves the company, he is interviewed either by his immediate superior or by

theHRD manager. This interview is called an exit interview. Exit interview is taken to find out why the employee is

leaving the company. Sometimes, the employee may be asked to withdraw his resignation by providing some

incentives. Exit interviews are taken to create a good image of the company in the minds of the employees who are

leaving the company. They help the company to make proper HRD policies, to create a favourable work

environment, to create employee loyalty and to reducelabour turnover.

6. Stress Interview: The purpose of this interview is to find out how the candidate behaves in a stressful situation.

That is, whether the candidate gets angry or gets confused or gets frightened or gets nervous or remains cool in a

stressful situation. The candidate who keeps his cool in a stressful situation is selected for the stressful job. Here, the

interviewer tries to create a stressful situation during the interview. This is done purposely by asking the candidate

rapid questions, criticizing his answers, interrupting him repeatedly, etc.

7. Informal Interview: Informal interview is an oral interview which can be arranged at any place. Different

questions are asked to collect the required information from the candidate. Specific rigid procedure is not followed.

It is a friendly interview.

8. Formal Interview: Formal interview is held in a more formal atmosphere. The interviewer asks pre-planned

questions. Formal interview is also called plannedinterview.

9. Panel Interview: Panel means a selection committee or interview committee that is appointed for interviewing

the candidates. The panel may include three or five members. They ask questions to the candidates about different

aspects. They give marks to each candidate. The final decision will be taken by all members collectively by rating

the candidates. Panel interview is always better than an interview by one interviewer because in a panel interview,

collective judgment is used for selecting suitable candidates.

10. Screening or Telephone Interview:A phone interview is a very cost effective way to screen candidates. These

can last anywhere from 10 to 30 minutes. You should prepare for it like an open book exam. It is recommended

that you have in front of you your resume, the job description, a list of references, some prepared answers to

challenging questions and perhaps something about the company. The vast majority of communication is non-

verbal. Because they cant see your body language, it is critically important to have positive and polishe d answers

with energetic tone and inflection. Be sure to ask what the next step is.

Cross-cultural communication is defined as communication among people of different cultural, religious,social, ethnic, tribal, and educational backgrounds.

Because of the inherent differences between the sender and the receiver, the risk of

misunderstanding and inadvertent offenses is particularly high in intercultural situations. For example, in a corporate

world, problems can arise easily between employees, clientele, and administrators when one or more people are not

aware of some of the differences in cultural communication styles. It is important in such a case to pay careful

attention to the choice of words and expressions and to avoid ambiguous and unfamiliar words, acronyms, idiomatic

expressions, and slang.

CROSS CULTURAL COMMUNICATION / INTERCULTURAL COMMUNICATION

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Many people in cross-cultural business communication argue that culture plays a very important

role in determining how individuals encode massage, in selecting the mediums for transmitting them, and how

messages are interrupted by the receiver. Cross communication apart from language focuses on social attributes,

though patterns, and the cultures of different groups of people. It also involves understanding the different cultures,

languages, and customs of people from other countries.

More and more companies are going global in todays changing business environment; it is not at

all uncommon to walk into an office and to find oneself looking at a multinational multicultural workforce. Along

with the easy availability of sophisticated means of long-distance communication such as e-mail and

videoconferencing facilities, todays business environment, even if confined to your home country, will more likelyplace one in communication situations involving colleagues or clients whose cultures are different from yours.

Therefore, to succeed at the workplace today, it is important to develop effective intercultural communication skills.

Types of Misunderstandings in Cross-Cultural Communication:

1. Motive: Due to language difference, people may misinterpret each others motives. For example, onegroup may assume that they are simply exchanging information about what they believe, but the other

believes that they are negotiating a change in behaviour. This most likely to arise when the parties are not

completely honest with each other form the outset. Clarifying the purpose of the interaction is essential for

eliminating confusion, particularly if vested interests are involved.

2. Values: Some cultural characteristics will be easy to identify, e.g., whether people are conscious of statusor whether they are spiritualistic or exhibitionist. But many rights are assumed, values are implied, and

needs are unspoken (e.g., for safety, security, love, a sense of belonging to a group, self-esteem, and the

ability to attain ones goals).

Ways to Improve Intercultural Communication:

To become an effective intercultural communicator in this global workplace, the following is a list of things

that one should try to work toward:

1. Develop a Sense of Cultural Awareness: Self-awareness is the first step toward effective interculturalcommunication. For this purpose, learn all you possibly can about the culture of the people with whom youneed to communicate.

2. Recognize Differences: Just because people do things differently from you, it does not mean that they areinefficient or stupid. Being different should not always be seen as negative.

3. Learn to Adapt: Be flexible and ready to adapt or adjust your behaviour, but do not overdo your adjustmentas then you may be perceived as insincere. Try to act in a way appropriate to the target culture, be yourself,

and show sincerity.

4. Be More Tolerant: Because people of different cultures do things differently from one another, you must betolerant of deviations from the norms.

5. Avoid Ambiguity: Avoid using ambiguous words, acronyms, idiomatic expression, choosing words that willconvey only the most specific denotative meaning.

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PRESENTATION SKILLS

Introduction:

Does the thought of making a presentation gives you sleepless nights? Does it make you wish you could

disappear somewhere? The fact is that, nowadays, whether it is a classroom or a corporate boardroom, presentations

are commonplace and have become a standard medium of presenting thoughts and ideas.

Meaning to Presentation:Presentation is a process through which you present some things, some thoughts, some ideas, some

products, some information, some reports, some findings, etc. to some individuals or a group of individuals, with a

definite purpose and a clear goal in your mind. In business communication, the word presentation means a prepared

speech on a given topic that is made to a small audience.

Effective presentation skills are about the presenters confidence, logical thinking, level of knowledge,

ability to get ideas across to the audience and most important his ability to connect with the audience.

Questions to be ask before planning a presentation:1. What does your audience expect out of this presentation?2. What are the specific goals and the purpose behind this presentation?3. What are the limiting factors within which you have to deliver your presentation?

The ability to answer these questions precisely will determine whether you will make an effective or ineffective

presentation.

Features of a good presentation: Contents Matching the Audience Language Matching the Audience Brevity Smooth Sequence Signs of Presentation and Mastery Lively Delivery Appropriate Sense of Humour Preparedness Questionnaire Summary Appearance Maintain Interest Be Positive Elucidate the Objectives

Methods/Techniques of Presentation:There are various methods or techniques used in presentation, which are as follows:

1. Audio Visual: Using pictures in your presentations instead of words can double the chance of meetingyour objectives. You should always know when presenting which slide is coming up next.

2. Lecture: It is used as a method of presentation because it conveys organized information, outlines andexplains concepts and also stimulates people to think in new ways.

3. Role-Playing: It generally involves a group of people acting out defined roles in a particular scenario.Role-plays can be used effectively to present information and ideas to an audience because they generally

involve using strong visual and audio stimuli.

Nobody can go back and start a new beginning, but anyone can start today and make a new ending.

------------Mari a Robinson

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4. Demonstrations:Action and message in a communication medium is called demonstration. This method ismostly adopted by corporate marketing strategy.

5. Case Studies: The key to a good presentation is good preparation. If the case has been studied andanalyzed thoroughly, the content of the presentation should present no problem.

Stages of Presentation:In order to give presentation one has to prepare for it in a sequential manner. There are five major stages

involved in the oral presentation. Which are:

1. Planning for Presentation:2. Proper planning requires the following:

a. Identifying the Topic:The topic is a general statement that outlines the subject. It should be brief andprecise

b. Determining the Purpose:The purpose of the speech guides us for preparation of introduction andconclusion of our speech.

c. Analysis of the Audience:In order to analyze the audience two things are to be kept in mind. The firstis the guidelines for analyzing the audience and the second is the identifying their needs.

3. Preparing for Presentation: In involves developing the central idea & the main points, gatheringsupporting material and planning audio-visual aids:

a. Develop the Central Idea:It is a simple audience-centered idea which restates the presentation topic,it is one sentence summery of presentation and it focuses on the content speech.

b. Gathering Supporting Material: All the supporting materials should be accessible so that it iseffectively used at appropriate time.

c. Plan Audio-Visual:This includes all the aids which are to be used during the presentation should beplanned and organized. This includes speech notes, instruments, connections, check-ups for

applicability etc.

4. Designing/Organizing a Presentation:It means your presentation should be organized into three distinctparts: Introduction, Body and Conclusion.

a. Introduction:The opining of the presentation should convince the audience to listen to it. In order toachieve this presenter should get the audiences attention, introduce the subject, give the audience the

reason to listen. Establish credibility and preview the main ideas.

b. Body/Item:The body contains the main content of presentation. Speaker should choose the sequenceand should ensure that the information he/she is sharing is accurate, complete and absolutely relevant.

c. Conclusion: The conclusion of the presentation should accomplish five specific objectives such assummarize the presentation, reemphasize the central idea, focus on goal, motivate the audience to

respond and provide closure.

5. Rehearsing a Presentation:Rehearsing/practicing delivery of a presentation is a must. Rehearsal shouldbe planned and conducted properly and systematically. The rehearsal is necessary to ensure timely delivery,

correct emphasis and right outcome.

6. Delivering a Presentation: Giving presentations to audience, large or small, can be a daunting andanxiety-ridden task. There are three basic methods of delivery; they are:

a. Memorizing Method:Some people prefer the memorizing method, that is, they memorize the entirepresentation and present it from memory. This method may be used if the speaker has stage fear and is

very nervous about giving the presentation.

b. Reading Method:The reading method may be used to deliver presentations, that is, the presentation iswritten out and delivered by reading from manuscript. This method is useful while presenting a

technical paper or report that may contain complex technical information or statistical data.

c. Outlining Method:Presentations may also be given with the help of delivery notes. This is the mosteffective delivery method as the notes will make the speaker familiar with/her message and give

him/her confidence.