f.y.bms (b.s.college)

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MT UVATransforming Youth

F.Y.B.M.S.

Business Communication 1

Q.1. Non-Verbal CommunicationAns: Bartol and Martin define non-verbal communication as "communication by means of

elements and behaviours that are not coded into words".

Gestures:While facial expressions are used to show emotions, gestures are used to showemotion and also convey definite messages or information. For example, peoplewho are deaf and dumb have to rely almost entirely on gestures in order tocommunicate with other people. A gesture is a movement of the hand, head or bodyto indicate an idea or a feeling.

Body Language:The shape of our body conveys a message and tells people about our life style. No

doubt the shape of our body is what we inherit but to a great extent it is also whatwe make of it. Regular exercise and a healthy diet can help a person to be alert anddynamic. Slovenly habits and an unhealthy diet make a person flabby, dull and lazy.By looking at a person and the shape of his body you can tell what kind of life he orshe lives and what he or she is capable of.

Fosture:Fosture is an important element in body language as it often gives a key to thepersonality of the person and tells us a great deal about him or her. From theposture or the way a person holds himself we can know whether he is confident,diffident, old, young, weak or strong.

Silence:Paradoxical as it may sound, we communicate with the help of silence. Sometimeswe are so overcome by emotion that we cannot speak-our silence tells the otherperson of our strong feeling. Indeed there are many occasions when 'silence ismore eloquent than words'.

Signs, Symbols and Signals

The English words 'sign' and 'signal' are both derived from the Latin word 'signum'which means a mark. Signs and Signal become very important means ofcommunication when the communicate do not have a common language.A sign or symbol is non-moving like a picture or a photograph. Mathematics havetheir symbols (=, +, -, x, >,


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Graphs, Maps, Charts and Pictograms

Graphs, charts and maps are other types of visual, but non-verbal, communication.

A graph is a diagram consisting of (curved) lines to show the variation of twoquantities.

A map is a drawing on paper that shows the position and size of countries, town,rivers, mountains, etc. Maps also show small plots or at the other extreme, theposition of stars and planets.

A chart is not really different from a map or graph in the sense that usually graphsor maps are mounted on charts for better visual effect. Charts are often pasted oncardboard or drawn directly on thick chart paper. Teachers, especially at theprimary school level, use charts extensively.

Pictograms are used to make comparisons between objects, targets projections andoutput figures with the help of pictures.

Q.2. Objectives of Communication.

Ans: Information:

To inform means to give knowledge to another person or group of persons.Information can be given in writing, orally or by any other system of signs or signals.It can even be given by asking questions.

Motivation:

To motivate means "to cause to act". It has also been defined as "that inner statethat energises, activities or moves and which directs or channels behaviour towardscertain goals".

Raising Morale

In a business organization the morale of the workers can seriously affect thesuccess of the business. One of the objectives of communication (internal) is tokeep the morale of the workers high so that they work with vigour and confidenceas a team.

Order and Instruction

An order is an oral or written communication directing the starting, stopping ormodification of an activity. It is a form of communication by which managementdirects its subordinates and employees seeks to achieve its objectives.

Order and Operations

It should not be overlooked that the word 'order' also means a request to supplygoods.


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Education and Training

Communication in Business can be used to widen the ever-widening circle of

knowledge. We are all familiar with the idea that a good school and collegeteacher must be a good communicator.

Persuasion

Persuasion is the process by which a person's attitude and behaviour towardssomething are influenced by another person's communication.

Warning

To warn means to inform a person of unpleasant consequences or possible danger.From the point of view of internal communication this might take the form of an oralor written warning given to subordinates. If a clerk reports late for work daily thenthe message may give him a notice that if he persists in this practice his services

may be discontinued.

Q.3. Barriers to Communication.

Ans: Physical Barriers:

The three physical barriers that are commonly encountered in the communicationprocess are: (1) Noise; (2) Time and Distance; (3) Faulty Instruments.

1. Noise or disturbance act as a barrier to communication. We have allexperienced this when we have tried to carry on a conversation in a normaltone and voice in a moving train or bus.

2. Time acts as a barrier when the two communication cannot adjust their time ofcommunication.

3. When the instruments of communication have a defect in them thecommunication process becomes difficult or impossible. Defective computers,telephones, transmitters, failure of electric power are some more instances ofFaulty instruments.

The Language Barrier

Taken at its simplest level the language barrier could arise when persons belongingto two language groups try to communicate without a proper knowledge of eachother's language. Imagine a Bengali-speaking foreman instructing a worker fromKerala on how to operate a complicated machine through a mixture of Bengali andbazaar Hindi.

Even when two persons know the same language, there could be a communicationbarrier of the message is badly expressed.

The status Barrier

This barrier arises on account of the organisational structure of a company. everyorganisation has various levels of managerial hierarchy which create a number ofstatus levels. And the very status and position of a person in an organisation actsas a barrier to his giving and receiving effective communication.


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Other organisational barriers

The size of an organisation, undue emphasis on status, and blind belief inspecialization are some organisational barrier seen in many companies. Beingaware of these problems is the first step towards solving them.

Resistance to change (Socio-Psychological)

The adult human mind usually resists. When a message is received containing anew idea, the person receiving a message unconsciously becomes inattentive.

Unclarified Assumption (Socio-Psychological)

Making assumptions is a common practice with most of us. Whenever we makestatements like "This is good", "He is active", "She is untidy" we take it for granted

that this is an unchanging fact and exists like a stone or a rock. Often we find thatthe assumption made by the sender of a message are different from the assumptionmade by the person who receives the message.

Wrong Choice or Medium

Communication, as we have seen, can be oral, written, visual, etc. Sometimes ifyou use the wrong medium for communicating your message you will find that itacts as a barrier. Some information can be sent better with the help of a telephonethan letter.

Other Psychological barriers

Different Perceptions: People see things and react to situations according to theirprevious experience.

Fear: Fear of superiors, fear of losing a job, fear of being laughed at, fear of beingfound lacking, all create obstacles to upward, downward and horizontalcommunication.

Misunderstandings: Sometimes problems crop up when you send a message onone 'channel' and it is received on another.

Cross cultural barriers

When the sender and receiver of a communication come from different culturalbackgrounds a cultural barrier is erected and messages are misunderstood. For

example, it is quite common in the west for men and women who know each otherto lightly kiss each other on the cheek as a form of greeting. In Japan, the acceptedform of greeting is bowing. A serious misunderstanding is likely to arise if theEuropean form of greeting is applied to Japan.


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Q.4. 7C's of Communication.Ans: 1. Completeness - The communication must be complete. It should convey all

facts required by the audience. The sender of the message must take intoconsideration the receivers mind set and convey the message accordingly. Acomplete communication has following features:

Complete communication develops and enhances reputation of anorganization.

Moreover, they are cost saving as no crucial information is missing and noadditional cost is incurred in conveying extra message if the communication iscomplete.

A complete communication always gives additional information whereverrequired. It leaves no questions in the mind of receiver.

Complete communication helps in better decision-making by the audience/

readers/ receivers of message as they get all desired and crucial information. It persuades the audience.

2. Conciseness - Conciseness means wordiness, i.e, communicating what youwant to convey in least possible words without forgoing the other Cs ofcommunication. Conciseness is a necessity for effective communication.Concise communication has following features:

It is both time-saving as well as cost-saving.

It underlines and highlights the main message as it avoids using excessive andneedless words.

Concise communication provides short and essential message in limited wordsto the audience.

Concise message is more appealing and comprehensible to the audience. Concise message is non-repetitive in nature.

3. Consideration - Consideration implies stepping into the shoes of others.Effective communication must take the audience into consideration, i.e, theaudiences view points, background, mind-set, education level, etc. Make anattempt to envisage your audience, their requirements, emotions as well asproblems. Ensure that the self-respect of the audience is maintained and theiremotions are not at harm. Modify your words in message to suit the audiencesneeds while making your message complete. Features of consideratecommunication are as follows:

Emphasize on you approach. Empathize with the audience and exhibit interest in the audience. This will

stimulate a positive reaction from the audience. Show optimism towards your audience. Emphasize on what is possible rather

than what is impossible. Lay stress on positive words such as jovial,committed, thanks, warm, healthy, help, etc.


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4. Clarity - Clarity implies emphasizing on a specific message or goal at a time,rather than trying to achieve too much at once. Clarity in communication has

following features: It makes understanding easier.

Complete clarity of thoughts and ideas enhances the meaning of message.

Clear message makes use of exact, appropriate and concrete words.

5. Concreteness - Concrete communication implies being particular and clearrather than fuzzy and general. Concreteness strengthens the confidence.Concrete message has following features:

It is supported with specific facts and figures.

It makes use of words that are clear and that build the reputation.

Concrete messages are not misinterpreted.

6. Courtesy - Courtesy in message implies the message should show thesenders expression as well as should respect the receiver. The sender of themessage should be sincerely polite, judicious, reflective and enthusiastic.Courteous message has following features:

Courtesy implies taking into consideration both viewpoints as well as feelingsof the receiver of the message.

Courteous message is positive and focused at the audience.

It makes use of terms showing respect for the receiver of message.

It is not at all biased.

7. Correctness - Correctness in communication implies that there are nogrammatical errors in communication. Correct communication has followingfeatures:

The message is exact, correct and well-timed.

If the communication is correct, it boosts up the confidence level.

Correct message has greater impact on the audience/ readers. It checks for the precision and accurateness of facts and figures used in the

message.

It makes use of appropriate and correct language in the message.

Q.5. Communication processAns: Communication begins when the sender identifies the need to send a message. He

then prepares the message. Accordingly, he places the message in the rightchannel for the purpose of transmitting it to the receiver. Communication process iscomplete when the receiver accepts the message and understands clearly andcorrectly it's content. If necessary, the receiver may send a reply or provide afeedback to the sender of the message.

The communication process is shown in the following diagram:


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Diagram shows a simple Communication Process

The components in the process of communication are briefly explained as follows:1. The Source or sender: The process of communication begins with the sender

who identifies the need to communicate. In an organization, the sender will bea person with information, needs, or desires and a purpose for communicatingthem to one or more other persons.

2. The Message: The message is the expression of the idea, view or thought.The message may carry information, order, instruction, etc., but it can betransmitted effectively only when it is properly prepared or organized. Thepreparation of the message requires the use of symbols or words or signs.

3. Encoding: Encoding takes place when the sender transforms the informationto be transmitted into a series of symbols. Encoding is necessary becauseinformation or ideas can only be transferred from one person to anotherthrough symbols.

4. The Medium or Channel: The sender should decide the best possiblechannel to transmit the message. The choice of channel or medium isinfluenced by the nature of message, the urgency of the message, importanceof the message, number of receivers, the cost factor, and the relationship

between the sender and receiver.5. The Receiver: The receiver may be an individual or a group. In the process of

communication, the receiver is as important as the sender of the message.Communication is a two-way process, and in the absence of the receiver, theact of communication will not be complete.

6. Decoding: Decoding is a process by which the receiver interprets themessage and translates it into meaningful information. It is a two-step process.The receiver must first perceive the message, and then interpret it. Decoding isaffected by the receiver's past experience, personal assessment of thesymbols used, expectations, and mutuality of meaning with the sender.

7. Noise: It is any factor that confuses, disturbs, diminishes or interferes with

communication. The noise can originate with the sender, the transmission, orthe receiver.8. Feedback: Feedback is one of the important components of the

communication process. It is the response given by the receiver of themessage to the sender of the message. Communication is said to be effectiveonly when the message received is understood as intended by the sender, andaccordingly acted upon by the receiver.

Sender Receiver Channel

Messa e Messa e

Feedback


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Q.6. Media and ModeAns: Inward Mail

1. No a stamped with the date stamp of the office. Care should be taken to seethat the stamp is not used on documents like share certificates or transferdeed which may have been enclosed with the letters.

2. Mail should be sorted out according to its contents inquiries, complaints, loanapplications, credit advices, etc.

3. All important letters and circulars from the Head Office or banks or thegovernment should be properly recorded in a special Register kept for thatpurpose. Other letters must be entered in the General Inward Register.

4. All letters marked 'Private' or 'Confidential' should be attended to by the officialconcerned himself or herself.

5. All letters, bills, documents, etc. received by hand or locally should be treated

in the same manner as the communications received by post.

Outward Mail1. All correspondence should be typewritten and carbon copies should be kept. If

the office uses computers then an additional print out should be taken for filingpurposes.

2. Reference numbers should be given according to the filing system of theoffice. The progressive serial number of the Outward Register must also beprovided.

3. An officer should be entrusted with the task of checking the names andaddresses on all envelopes to ensure that letters.

4. The amount of stamp affixed on each envelope should be duly entered in the

relevant column by the clerk in the Outward Register.5. When currency notes or other important documents are being sent by Insured

Post the cover should be sealed in the presence of the manager or anauthorized official. The clerk taking the cover to the post office should beaccompanied by another employee.

FilesEven though most companies carry on their correspondence with the help ofcomputers and the internet, it is very essential to keep a hard copy of any letter ormemo that is sent out and which the businessman thinks he may have to refer toagain.

Telex (Conventional mode)Though a very crude model of a teletypewriter was put in operation as early as1849, it is only in recent years that the teletypewriter has begun to be used on alarge scale in business communication. The teletypewriter is a machine on whichmessages can be typed at a speed upto about 67 words per minute and the same


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message is reproduced over a distance of a similar machine with the help of anelectrical circuit.

Telex is the name given to the teleprinter, devices run by the postal department. Foran annual fee, a subscriber is provided with a teleprinter and a direct line to one ofthe many automatic telex exchanges in the country.

Telegraph (Conventional mode)

The telegraph came into use earlier than the telephone as a means ofcommunicating. S.F. Morse invented this system of electric signaling, which hascome into general use over most of the world. Signals are sent by making andbreaking the current in an electrical circuit so that the signal consists of short andlong clicks which can be clearly heard.

Telephone (Electronic Communication)The telephone is a means of oral communication. The telephone technique is nowused to send messages in writing (tele-typewriter) pictures, (telephotography)graphs and copies of documents; but basically the telephone remains an instrumentto reproduce speech at a distance through the medium of electric waves.

Computers

A computer is an apparatus to store, classify, arrange, generate change or retrieveinformation. It is also used to perform calculations with speed and reliability. Theartificial intelligence provided by computers has become part of our daily lives anwe use it in telephone operations, railway signals, washing machines andwristwatches.

Internet and E-Mail

August 1995 saw a revolutionary change in the way in which Indian businessmencould communicate with the rest of the world. After years of waiting the governmentdecided to allow Internet (International Network) services in the country. Internet, aresult of military research in the U.S.A., is today widely used for commercial,educational and entertainment purposes.

Advantages of Using Computers1. Simple and complex calculations can be done accurately within seconds.2. Large quantities of data can be stored at high speed and later retrieved.

Microchips can replace huge volumes or books.

3. Data and messages can be changed or added to at will.4. Messages can be replicated and repeated.5. Reliable, dependable and error-free.6. Useful at home, the office and the study.7. Does the work of many people in next to no time.8. As price of PC's fall, middle-class families can afford them.


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The Disadvantages of Using Computers

1. The artificial intelligence of a computer cannot think for the user-not yet.2. People have to be trained and taught how to use computers, this costs and

money.

3. People lose jobs in offices and factors as computers are increasingly used.

4. Computers could be affected by electricity failure or viruses.

5. Cost of maintenance is quite high.

Advantages of Using the Internet.

1. If connected to the internet your PC can provide you with information on asmall screen which would otherwise be available only in the volumes of alibrary.

2. Text, graphics, pictures, video and audio are all there on the internet.

3. A telephone line, a modem and a computer is all you need to connect toanother computer within the country or abroad.

4. Costs much less time and money for sending messages (e-mail). Replies toocan be obtained immediately. You can chat on the internet.

5. Information, knowledge and news can be shared worldwide.

Disadvantages of Using the Internet.

1. It takes a long time, sometimes, to log in or get connected. Alsodisconnections, while the internet is on, are frequent.

2. It takes a long time to change from one web-site to another.3. Hackers frequently break into internet connection and obtain information which

is supposed to be secret or confidential.

4. It takes a lot of training and practice to be able to access the internet withoutwasting time or money in making wrong contacts.

5. Surfing the net could become addictive.

E-Commerce

E-Commerce or E-Business may be broadly defined as consisting of usingelectronic methods and procedures for the conduct of all types of businessactivities. The internet with all its web sites is sued for quoting figures, placing order,online services, advertising and marketing. E-Commerce has redefined the 'market'and brought about a sea change in the way business is done.

Advantagesa. widening of markets.

b. lower transaction costs.

c. improved consumer-seller interaction.

d. round-the-clock functioning.

e. increases use of credit cards.


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Disadvantages

a. depends on electricity and electronics which if they fail would bring business toa standstill.

b. underdeveloped, developing and poor countries have yet to be able to affordthis system of doing business.

c. confidential information might pass into the wrong hands.

d. 'hackers' could pay havoc with the system and ruin business.

FAX

The Fax or Facsimile Transmission machine is based on a 1843 invention of Britishscientist Alexander Bain. It can send pictures, reproduction of documents andhandwriting or any other printed matter by wire or radio rapidly. Today it is widely

used by business houses, banks, government and newspaper offices to sendcopies or reproductions of pictures and documents or letter to near and distantplaces.

Teletex

It is the oldest office to office communication system. It is similar to e-mail, butslower and prone to transmission of errors. It consists of a connection from onesubscriber to any other on teletex terminals.

Voice Systems

In an office, oral communications is widely used in addition to writtencommunication, and the telephone plays an important role.

Teleconferencing

Now the businessman does not have to travel to meet people. He does not have togo into a special room to have a teleconference. Modern technology enables him tohold a teleconference with a gadget placed on his desktop. Teleconferencing usestelevision technology in which the participants are able to see each other on screenas they talk.

Storage by Optical Technology

There are two types of optical storage instruments, CD-ROM (Compact Disc Read Only Memory) and WORM (Write Once Read Many). The CD is a laser-readdata storage device on which video, audio or textual material can be stored. Theuser can read the disk on a PC or a microcomputer system with a CD-ROM diskdrive and also hear it on a two channel sound system at the same time.


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Desk Top PublishingPrinting can be done with minimum expenditure of time and energy by thebusinessman by having a desk-top printer. No more running to distant and messyprinting presses. A desk top system consists of one or more microcomputers, alaser printer and the necessary word processing software.

Electronic Data Processing

Computers can not only store data, they can be used for multiple other purposeslike manipulating and capturing data, managing output results, classification,complex calculations, sorting, summarizing, retrieving, reproduction.

S.M.S.

Short Message Services are available on mobile phones through the services

provider's network. Mobile phone users can send short texts of upto 160 words fromtheir keypads to other mobile phone users. If the phone is not switched on or out ofrange at the time the message is sent, it is stored in the network and delivered atthe next opportunity.

Intranet

Intranet uses the same software as Internet but is confined to use within anorganization. It is open t attack from the outside and often has to be protected by afirewall. It has web servers that are only available to workers within the organizationand access to public internet is denied. It a network system for internalcommunication and can be used for a variety of purposes.

Video-ConferencingThe difference between teleconferencing and video-conferencing lies in the use ofdifferent technologies. While tele-conference uses TV airways, video-conferencinguses the internet. Video-conferencing can take place between two individuals whocan see each other on computer monitors or Special screens and also hear oneanother, or it can take place among members of a larger group.

Chat

As commonly understood, a chat is an "informal conversation". When such aconversation takes place as a written text and not orally and is transmitted over theinternet, it is also known as a "chat", a modern computer jargon. It is one of themost popular uses of internet. On the flip side, it has been held responsible for one-

third of the divorces in the United States.

Voice Mail

Voice mail is a computer-Internet-assisted system that allows spoken messages tobe sent electronically. Users can leave spoken messages for one another and listento the messages issuing the proper command in the e-mail system.


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Digital Signature

Many people think that a digital signature must be a digital version of a handwrittensignature. This is not so. It is an electronic signature that can be used toauthenticate the identity of the sender of a message, or of the signer of thedocument.

B.P.O. (Business Process Outsourcing)

With its large English knowing and computer literate population, India has become acentre for B.P.O. activities B.P.O. may be described as the contracting of a specifictask to a third-party service provider. There are two kinds of outsourcing. In back-office outsourcing the company entrusts internal business functions in an outsideagency.

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